Triangle Moving Service Inc.

"When we complete a move, our crew leader presents the client with a satisfaction survey. This customer's response was very positive on all points. She indicated that the crew arrived on time, that she was satisfied by the work performed, that they were fully focused on her job, and that she would use our company again. The one thing that she did complain about was that she did not realize that she would need to have the coupon in hand for us to honor it. In the end, she did not present the coupon before the billing was completed. In fact, it seemed so obvious to us that you must provide the coupon to get credit that we didn't think it nessecary to state that. This discount is intended for Angie's list members only. Requiring that the coupon be presented helps ensure this. Since this move, we had our coupon marked on it that it must be printed and presented to be honored. In this particular case, the absence of the coupon made the move run about 15 minutes longer than it should have. When I interviewed the client, she said the staff was taking frequent breaks. Any time there is an issue on a move, I interview each mover independently to make sure the responses coincide. In this case each of the four movers, all long time trustworthy employees said the same thing, that they worked very hard and did not take breaks. We decided that the fair thing to do was to honor the coupon and refund the lost 15 minutes, which we did. This customer has provide two conflicting reviews, the one directly to us very positive and the one here not so much so. Finally, I think this client down graded us because of the coupon issue rather than the quality of our service. Her first sentence says, "The movers were courteous and punctual." Yet for punctual we were graded B. What more punctual can we be? For responsiveness we received a "C". Yet we she called with a complaint, we addressed the complaint promptly and in a professional manner and also made prompt repair to the damaged article. I am not sure what better we could do. We have changed the issue that upset this client so that no other client should have the coupon issue. We welcome Angie's list clients who would like to use the coupon, but would like to limit this use to only members."

"We moved During during an extremely busy week in August. Unfortunately, we had a major breakdown on one of our units that was traveling out of town just before Member's move. This impacted some of our other clients in a negative way because we had to get the truck repaired and re dispatched at a time when we were booked out already. We did all we could to try to impact our other clients the least amount that we could, but there we some repercussions on this move that I would think lowered our score with Member. It was a multiple day move and we had to shorten one day and lengthen another which I am sure inconvenienced Member. We also had to shift some crew members which we would not do under normal circumstances. I think based on his report that Member was happy with his move overall, since he says he would used our company again. He was a very pleasant client."

"We appreciate when our clients give us feedback about our performance, both positive and negative. The positive reinforces our resolve to provide great service to our clients and is a great pat on the back of our staff for a job well done. The negative, on the rare occasions that we get that, helps us shore up any weaknesses that may arise in the course of business. We apologize to this homeowner for the texting incident. We have reprimanded the crew and the crew leaders are under orders to prevent this from ever being an issue again"