Mark the Mover Inc

"We regret that Ms. [Member Name Removed] was not completely satisfied with her moving experience however it is important to understand several basic facts when engaging the services of a moving company. First, transit related damage is an inherent occurrence that can happen anytime a customer’s furnishings are being moved. Well respected and professional moving companies like Mark the Mover, Inc. provide top quality training to their crew members. Additionally, every effort is made to insure that a customer’s furniture is well protected. Despite the extra steps, preventive measures and well intended precautions, furniture damage can occur. That is why governmental regulatory authorities mandate that moving customers must be offered damage coverage. A customer may purchase an adequate amount of coverage or they may choose a basic free option that provides minimum protection. In Ms. Rosenthal’s case she opted for the bare minimum protection. Second, a household goods move is a contractual agreement between two parties, the customer and the moving company. Each party has rights and each party has responsibilities. It is the customer’s obligation to pay for the moving services received prior to other matters, such as a damage claim, being handled. Unfortunately Ms. [Member Name Removed] refused to pay for the moving services that were rendered. Her choice no doubt caused her unnecessary stress and aggravation. Eventually when she fulfilled her contractual agreement and paid her bill, Mark the Mover, Inc. moved quickly to handle her claim. Ms. [Member Name Removed] was presented with two options to resolve her claim. The first option offered a full and satisfactory repair of the damaged item, contingent upon Ms. [Member Name Removed] paying for her share of the expense not covered by her damage contract. Ms. [Member Name Removed] did not like this offer. The second proposal provided Ms. [Member Name Removed] with a settlement check for the damaged item. The amount offered in the settlement check exceeded Mark the Movers contractual obligation by several hundred dollars. Ms. [Member Name Removed] agreed to accept the settlement check. While not all household goods moves can go problem free, the manner in which a mover addresses an issue will separate a top shelf company from a run-of-the-mill company. Any reputable moving company will take all necessary steps to lessen or eliminate potential damage, they will abide by the governing rules and regulations and they will move quickly to adequately address and resolve their customers concerns. In this respect Mark the Mover, Inc. fulfilled its obligation and did in fact go above and beyond what a household goods mover is required to do."

"We regret that we did not fulfill Mr. [member name removed]’s expectations on his move. As one of Atlanta’s most trusted and long standing premier moving companies, we strive to achieve a 100% satisfaction rate for all our customers. In this case we appear to have come up short of our goal. Nevertheless we do appreciate our customer’s feedback and the opportunity to express our point of view on Mr. [member name removed]’s move. Two issues were raised as points of contention by our customer. The first issue is that we provided a young and non-professional crew to conduct the move. The second concern pertains to Mr. [member name removed]’s belief that his charges were excessive relevant to the service that was provided. With regards to the moving crews that we provide, on Mr. [member name removed]’s move the crew was young however they were experienced. As a rule our crew members wear a standard uniform of t-shirt and appropriate work pants however given the feedback it appears that a less than acceptable perception was created. We cannot agree with Mr. [member name removed]’s claim that his move was overpriced for the service that was provided. The hourly rate that was charged is well below the maximum allowed by the state regulatory commission and it is competitive with other top tier Atlanta moving companies. In fact in Mr. [member name removed]’s direct feedback to Mark the Mover he noted that the crew worked hard and did an “awesome job.” Such comments would seem to convey a sense of value. Additionally, no damage occurred on our customer’s move. So we take these things as positives and an affirmation that more went right with the move than went wrong. Still we fell short of our goal of 100% satisfaction. For that and for the perception that was created we sincerely apologize."