We have over 98% customer satisfaction. That’s because customer concerns are cared for before, during and after the move.
The short version is that this customer purchased a piano for his wife in NY. The piano was loaded on 7/17 after a confirmed pickup on 6/9 was missed by his representative. His delivery spread shows 8/15 to 9/15. These dates where on his confirmation letter. We have a data base called “Special Needs Customers” to help identify such issues. His move was never entered. The salesperson, Steve, remembered something about a birthday present but not any date importance. Dan called me in early August to say he had to have the piano for a surprise. August is our busiest month and I had no way to do it. I rescheduled my last trip before the Labor Day holiday and got the piano delivered myself on 9/2 in perfect condition. We gave him free caster cups and sent his wife a mini grand piano (wood, no moving parts) with a signed birthday card from everyone in the office saying sorry for missing your birthday, the real one will be there shortly.
I don’t think we were aware of the significance of this delivery until it was too late. We had a truck thru NC a week before but the spread dates indicated he wasn’t ready. After changing a complete trip and ending up on the east coast instead of home for the holiday, I received an email which was rude at best indicating we did everything to screw up his surprise. He then demanded almost half of his money back. I try to go beyond a fair resolution for customers who didn’t get our best. Honestly, if he would have approached it differently I might have agreed. His lack of even acknowledging my effort to fix something I doubt was our fault kept me from wasting more money on someone who just wasn’t going to be happy anyway.
Our great reputation is something we work hard to maintain. We are accredited members of the BBB. If you or others need any additional details or wish to voice an opinion, I welcome any correspondence.
Warning about a piano mover