EDC Moving Systems/ Atlas Van Lines

"EDC Moving Systems apologizes for not meeting all expectations of our Customer. As perception is a big part of “Customer Satisfaction,” we take the views of our clients seriously. We have reviewed the file and interviewed the driver that performed the service. This response is not intended to discount a valued customers perceptions, it is a simple review of the file. These are our findings: Estimating: As an interstate relocation, the pricing method was a “binding estimate.” Our estimator wrote the moving quote at 7018 pounds with us performing partial packing services. The final weight of the shipment was 7700 pounds. We also committed to packing 48 cartons. On final count, 52 cartons were packed. Both of these services were within a 10% tolerance accepted as our industry standard. No additional monies were ever asked for nor collected. Load Day: This shipment was loaded on the promised day. Delivery: We drove over 1000 miles to deliver on the 5th day after loading and before the final day of the promised delivery spread. It seems the our customers point of contention is about the driver’s attitude and established moving practices. Moving day; If there has been damage to the residence that occurred at time of loading, it has not been reported. We use rubber tires on all our equipment and work safely in the home in order to avoid damaging the residence. Sometimes things happen. It is the nature of moving furniture. Our policy is to promptly repair any damages of that nature as we are aware of the effect it has on real estate closings. Inventory: Always filled out by the driver on an industry standard form that uses abbreviations and a table of numbers noting the location of existing blemishes. A legend is on each page to assist the customer in verifying. This saves time by allowing us to avoid writing the condition of each piece in long hand. An example; SC (scratch) 10,5,3 (top left corner). This sheet also assigns a number to each loaded item to assist in keeping track of all items through the moving process. Origin: Our file reflects each inventory sheet in this move was signed by both the customer and driver at origin. Destination: All sheets were again signed stating they were delivered in the same condition with some exceptions noted. 3 or 4 cartons were listed as crushed. These were packed by the customer. It is always difficult to determine if it was improper handling or the boxes not being packed with proper fill materials to avoid crushing when they were stack. There are some notes on scratches or chips on an additional 3 items and a note about plastic totes being broken as well. Claims: All claims should be filed with the carrier so that they can be adjudicated according to agreed liability. This process is simple and requires thorough examination of the same paperwork both we and our customer possess. To this day there has been no attempt by our valued customer to contact us in order to start the claims procedure. Attitude of the Driver: he has been associated with our Houston office for many years. While a hard worker that meets obligations, he may have some difficulty when confronted with adversity. Most people do. He has been asked by management about his handling of this customer. From his response we concluded he followed procedure but that is only our perception. As a service provider, we consistently put our customers before ourselves. We intend to remain fair and forthright in our daily dealings."

"Thank you (deleted member name). You are very kind. We do aim to go above and beyond."