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| - On August 3, 2016, I submitted an online request for a moving quote. I was promptly contacted by a representative named Amanda from the Mesa location. She set me up with an estimate for a move from my Chandler apartment to my San Tan Valley home for Wednesday, August 10. She provided me with a quote for a $110 travel fee, and a $110 hourly rate. It was clearly established that my apartment was in Chandler and my home was in San Tan Valley. She emailed me a quote that had both addresses and outlined the travel fee of $110 and the hourly rate of $110. Later that evening, I called back and spoke to a gentleman in the corporate office to make arrangements based off the estimate I had received earlier. This gentleman once again advised that the travel fee would be $110, and the hourly fee would be $110. He advised I would get a call from the local branch in the morning to obtain credit card info. On the morning of August 4, I received a call from Amanda. She obtained my credit card info and once again relayed the above information. Later that afternoon, I received an email confirmation with both addresses, the travel fee of $110, and the hourly rate of $110. I called the local branch back to add a stop to my move. At this time, Amanda advised a mistake had been made, and because San Tan Valley was too far away, the travel fee would be $155 instead of $110. This was after I had been told on 3 occasions that the travel fee would be $110. They were aware of where my house was located all along. She reviewed with a manager and advised that there was nothing that could be done. I asked to speak to said manager. Mind you, I remained polite and respectful throughout these calls. I encourage anyone reviewing this complaint to pull the calls and review them. I refrained from profanity and did not use any disrespectful language. Amanda placed a manger named Chris on the line, and he admitted a mistake had been made. He said that he would be happy to accommodate my request for the $110 travel fee, but he was no longer willing to do business with me, as he felt we had gotten off to a bad start. This makes no sense. Clearly he is not willing to accommodate my request. I advised that my family had done business with Two Men many times before and we would like to continue doing so. I advised I would be completely satisfied with the $110 travel fee. But he refused to do business with me. When I asked for the corporate office number, he gave me a number that did not work. When I spoke to other reps Jasmine and Stephanie to get a working number, they would not comply, and Stephanie hung up on me. I have never been treated so disrespectfully and unjustly in my life. I am simply appalled that anyone can treat their customers this way.
In response to Hung T's rebuttal below, it was never Chris's intention to de-escalate the situation. I work in an escalations department, and if anyone at my company treated a customer as I was treated, they would be fired, or at the very least, written up. Chris could have easily de-escalated the situation by accomodating the originally promised price, as he claimed to be willing to do. But that was clearly just talk, and rather than preventing further escalation, he lost the business of many future customers and escalated the matter further, as I have since filed a complaint with the Better Business Bureau. I will continue to escalate this matter on other review websites, as well.
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