The Ideal Move

As for this complaint we have had MANY conversations with *** who was the original person who filed the complaint and has been the spokesperson for ***. We have not had any communication with *** herself that actually signed contract and paid for move. We have tried numerous times to come to a resolution on the repairs. I have attached just a few of the MANY emails we went back and forth on showing the different efforts we tried. The complaint originally was for a few scratches on living room floor after move. Never once was it mentioned she saw our mover's sliding furniture countless times across the floor. They would not do that. They do not organize the room to have to move the furniture multiple times. They place the furniture in the room requested by customer. They may have to move it into place but the do not slide or reorganize the room for the customer. If she saw the movers sliding furniture countless times over their newly redone floors why didn't she say anything or ask them to stop. Obviously that would cause a lot of damage. The story is changing and the more times we talked the more scratches seem to appear.

Their estimate they sent over from the person who originally did their floors and they wanted to use to fix was quite high and had them redoing both the dining room and living room floor not just fixing the few scratches found after move. We sent over 2 separate qualified companies to review and repair damage on the couple scratches we were told about. Neither meet their needs on how they wanted repaired and they were not willing to work with. They wanted to use their floor person. After several attempts to come to an agreement on how to fix we realized customer was not going to accept anyone else but their own person to do the repairs. The original quote he gave was to redo BOTH Living and Dining room floors (see attached). There was NO damage noticed or mentioned caused by us to the Dining room floor there fore we did not believe we should be paying for that room to be finished as well. I sent an email explaining that to customer and offering to split the repair estimate with customer to cover the Living Room. Still think this was high for what was a couple scratches. We just wanted to resolve the issue and move on trying to be as fair as possible. Customer never responded to email about splitting estimate. They put a hold on their credit card charges for this amount for the move. The credit card dispute team overturned after supplying them supporting documentation that payment was due. Now they have reached out to you after that avenue was denied. They are trashing us on Google and Yelp. I have spent countless hours 1st trying to resolve the issue and then 2 responding to the cc dispute and now on this complaint to you. We are more than happy and really want to put this issue to bed so we both can move forward with more positive business. But we do not feel we are fully responsible to pay for both the dining room and living room floors to be rebuffed and polished when there are only a few scratches in the living room they think were cause by the move. We have been told by multiple people just that area need to be fixed not both floors in both rooms.

Thank you

Sincerely,

Barbara ***, Office Manager