Ray the Mover Inc- North American Van Lines

"We provide written guaranteed prices for local moves. We meet with each customer and identify what services they would like for us to include in our bid. Many customers want us to pack and move everything; while others are very selective about that which we will do, and that which they want to handle themselves. [member name removed] contracted Ray the Mover to move "large furniture items only." He did so to keep the costs down. He was to move all of the small items in his own vehicle prior to our arrival. The small items included all lamps and shades. [member name removed] ran out of time and at the last minute asked my crew leader to move a few of the lamps and shades that he originally planned to move himself. Ray the Mover was not being paid for this, yet my crew leader, in an attempt to help him out, agreed as [member name removed] commented "it is OK, these are old lamps and shades." Even though we would normally request that the lamp shades be packed prior to loading, the crew leader did [member name removed] a favor and moved the lamps and shades. One of the shades was damaged, as was an upholstered ottoman. Ray the Mover took the ottoman to an upholstery shop and had it repaired. It was our fault, so we did the right thing and had it fixed (at a cost of $200.00). [member name removed] asked us to also reimburse him $50 for the damaged lampshade. We denied this claim. Ray the Mover has been in business in Southwest Florida since 1981. We work hard to assure that every move is stress free and damage free. Occasionally an item will be damaged. It is part of the business. As in the case of[member name removed]'s ottoman, we take care of these occasional accidents by repairing or replacing the damaged piece and assuring that the customer is left whole. As a small business owner I cannot be expected to pay for damage to an item that truly is not my responsibility, simply out of fear of a possible bad Angie's List review. I am in business to earn a living for my family and to help support the families of the 20+ employees who work along side me. I am a compassionate person, but also a good businessman. After paying the $200 to fix the ottoman, it would have been easy to simply pay [member name removed] the $50 for the lampshade. However being truly honest means being fair and consistent in your actions to everyone involved; including yourself. I appreciate the opportunity to respond to this complaint and hope that if you are ever in need of a moving company you will give Ray the Mover an opportunity to be of service to you. Kind regards, John Smarge, President"

"(member name): Thank you for your kind words. I hope that you are enjoying your new adventures in Houston. Regards, John Smarge, President"

"This move actually occured in June of 2013. We did hold the items on our truck for over a week. This was done so, at the request of the customer, to accommodate them. I believe (member name removed) when she states that we damaged a chair, yet a Statement of Claim was never filed. Had we received one, a repair firm would have been assigned to make repair. In the end, (member name removed) and her partner (member name removed) were not pleased with our service. I am upset by that as I truly enjoyed our dealings together and wanted their move to go as perfectly as possible. We handle more than 2,000 moves each year and try to perform each one to perfection. When something does not go as planned, each member of our staff views it as a learning experience and questions what they could have done better. In this case, we found that a rubber seal on a door had come loose and allowed rain water to leak into an area of the truck. It should be noted that the ownership has not changed. I have been President of Ray the Mover since 1982 and continue to be personally involved with each and every move. (member name removed), I hope you are enjoying your Georgia home. Regards, John Smarge, President"

"Thank you for your kind words....it was a pleasure to be of service to you."

"Thank you for the positive review and the suggestions. I am looking into the communication concerns and correcting. Enjoy your new home."

"Member, Thank you for the kind remarks. John"

"Since 1981 Ray the Mover has prided itself on providing complete customer satisfaction. It is very obvious that for some reason we failed on this move. I am reaching out to customer to do whatever I can (7 months after the move) to make this right. W-I-T (Whatever it takes)"