Crowning Touch Senior Moving Services

"Customer service is extremely important to Crowning Touch. We strive constantly to ensure every need is met for our customers. Upon further review of this case we have determined that the day of the consignment pick up, the customer was not actually present at the residence. We were told where to find a key on the outside of the residence, and instructed to lock up after our pick up was complete. This is pertinent to the member's complaint for the following reasons: 1) Our standard operating procedure provides that the manager on duty takes a detailed inventory of all items prior to loading the truck. After the items are loaded, we ask that the customer sign the inventory stating that he or she verifies the items that were taken. A copy of the inventory is then provided to the customer. Because the customer was not present, we could not hand her a copy of the inventory, although one was made and put in her file. 2) When the items are brought back to the warehouse, they are guaranteed to cycle into an auction within 90 days. Once an item is sold, we mail a check with an itemized report of exactly what item sold. Again, with every check sent to a client, there is itemized paperwork attached to the check showing the date of sale, the sale amount and an item description. 3) Crowning Touch would never refuse to provide a customer with any information regarding their consigned items. We have reached out to this customer multiple times within the past 72 hours in efforts to resolve their concerns. We will continue to reach out to this customer until we hear back from them. All items for this client have been sold and all monies were paid out by June of 2013 according to our contract with the client."

"This was the second move we did for the [member name removed]. They thought we were awesome the first time and this time they physically signed off on the move saying they were completely satisfied and that there was no damage to any of their property. (We did not scrape the walls or tear the flooring in 2 spots because we performed a walk through of their property before we left their new home, as we always do, and then they signed off on the moving co. document). They gave the movers tips and seemed very pleased with the service. I own the company and was present during both days of "packing". Yes we used some used material, as does every other moving company on the planet, in an attempt to save trees and be ecologically responsible. We do not have bugs of any kind and never have had. The [member name removed] had plenty of time to observe our procedures because we did all the packing within 20 feet of them the first day, during which time they spent the afternoon in relaxed reading when they were not in the same room with us. I went into detail with them about how we were packing, that I rarely go out on packs but that I was doing some extended training of an employee. We completed the packing in exactly the 2 days we contracted and it was done professionally. We were not short handed. The man that came on the second day of the pack (we had 4 people that day) was a fully trained packer named Mike and he was not a computer tech. I was personally in the basement when the miscellaneous tools were packed. The basement was full of a huge assortment and all that could be done was to take a handful of small items off a shelf (extension cords, sandpaper, equipment parts etc.) and place them in a suitable box according to industry standards. The boxes were taped and labeled. On moving day, we had a man call in sick, so we started the move with only 4 men, but we sent a 5th man out for the last 5 hours of loading. He is a fully trained mover and driver who also has the ability to work on our computer systems. We took a tractor trailer load of furniture, tools, wood etc. tp PA, on schedule and without damage,(loaded onto 3 separate trucks because they had such difficult access that a tractor trailer would not work). Our moving contract does not cover cardboard or pressed board furniture components. The back of their entertainment center was made of paper covered pressed board. In the picture they sent us, it was a ragged tear, not a hole, and a piece of black tape on the back side would have been the treatment it needed to hold it easily in place and it would never be observed from the front. Even expensive furniture these days is being made with cheap, non-wood, component parts and buyers should beware and not expect the longevity out of cheaply constructed furniture that solid wood furniture offers. When they emailed me about the damage, I called them back on a Saturday morning, within 24 hours, and they commended me in a return email for my company service. They accepted my explanation and in writing said "no hard feelings". After that we had someone writing a New River Valley magazine article about our company and we called the [member name removed] to see if they would recommend us to the interviewer/writer and without hesitation [member name removed] said yes. So at this point, we do not understand the level of disappoint that has surfaced. When they changed their moving date last December 2012 and bumped it forward to this past June, we had every right, according to our contract, to charge them a $100 penalty fee but we did not. In short, we provided them with excellent service despite their unsubstantiated guesses about how "trained" our staff was. All of the testimonials on our website are within the last 6 months, so please read those to more correctly measure our companies abilities."