Mark the Mover Inc

"We are disappointed to find that Ms. [Member Name Removed] posted a negative review on our website. Her comments prompted our immediate investigation into the accusations that were made. Upon conducting a thorough review of the circumstances related to her move, our findings simply do not support the validity of her criticism. The first issue that Ms. [Member Name Removed] raises pertains to the timeliness and efficiency of her move. Our records confirm that the crew arrived on time and that they were not late as Ms. [Member Name Removed] has suggested. With regards to the efficiency of the move, our crew members reported that Ms. [Member Name Removed]'s constant interference during the course of the move caused unnecessary delays. Additionally Ms. [Member Name Removed] was quite disorganized and confused about where certain items should be placed. Despite these complications our crew finished the move ahead of schedule. When the move was booked Ms. [Member Name Removed] was given a four to six hour estimated time of completion. Our crew finished the job within the specified time having completed the work in 5.5 hours. Ms. [Member Name Removed] also alleged that one of our crew members clogged her toilet. Despite her use of an expletive to describe and sensationalize the accusation we found no evidence to confirm this claim. Our review of the matter indicates that none of our crew members clogged the toilet as was stated. It should be noted that there was another individual on site during the course of the move. A cleaning lady was at the residence while our crew members were performing their duties. We learned that the cleaning lady made disparaging remarks about our crewmen's character then insinuated that she should pick up her phone so that it wouldn't turn up missing. Still later she tried to get our crew to work off the clock and under the table for her own benefit. Our feeling is that such an individual should not be questioning anyone's character. Ms. [Member Name Removed] also indicated that we did not respond to her telephone call. Our Sales Manager confirmed that he did in fact return Ms. [Member Name Removed]'s call the next morning. We would respectfully suggest that Ms. [Member Name Removed] ascertain all the facts before making any accusations. Additionally we would suggest that she check with the cleaning lady in order to determine how the toilet may actually have become clogged."

"It's regrettable that we have to respond to this complaint as we have thoroughly and completely addressed all of Mr. [Member Name Removed]'s concerns with him. Still Mr. [Member Name Removed] continues to go to every internet site and post disparaging comments about our company. Even though Mr. [Member Name Removed]'s assertions are unfounded and without merit we welcome the opportunity to once again clarify the circumstances pertaining to his move. First, Mr. [Member Name Removed] became unhappy with his move because he was unable to understand the concept of the travel time charge. A travel time charge is a legally allowed fee that is authorized by the governmental regulatory authority. Its purpose is to offset a mover's high operational costs such as fuel, labor, insurance, and other lofty expenses. This charge helps movers keep their hourly billing rates down and prevents run away cost which may otherwise be passed on to the consumer. Mr. [Member Name Removed] claims that he was "double charged" for a travel time fee. This is simply not true as we have repeatedly explained in great detail each and every charge that pertained to the services that were provided. Secondly, Mr. [Member Name Removed] asserts that we did not make clear what the travel time fee pertains to. This is an incorrect statement as this charge was fully explained prior to booking the move. Additionally Mr. [Member Name Removed] confuses his deposit payment with the travel time fee. A deposit is taken in order to insure a spot for the customer's move. The $165.00 deposit was credited as a payment made by Mr. [Member Name Removed] and it does not "cover" or relate to a billable fee. Finally Mr. [Member Name Removed] has stated that his television was damaged. This claim is questionable. Upon completion of the job and during the final walk through the customer acknowledged that there were no damages. Later Mr. [Member Name Removed] stated that there was a small circular indentation on the corner of the television. Still later when he filed a damage claim he sent a picture of a television that showed extensive damage. We feel that the relevant point here is not that his damage claim lacks merit or is possibly fraudulent but that we promptly issued him a settlement check which provided the full dollar amount that he agreed to in accord with the terms of the damage contract that he signed. In summary we welcome the opportunity to address and resolve any legitimate grievance. However on rare occasion when a customer feigns being wronged then demands free service, we become very suspicious. It should be noted that we vigorously defend the integrity of our company name. A valid grievance is entirely acceptable however if this customer continues to slander our brand and make false claims then we will likely seek a legal remedy."