Because they did not give us enough information for receiving delivery, we end up spending a lot of money staying at hotel waiting for our household stuff.
RESPONSE FROM Action Moving:
Hello Mr. and Mrs. Keeler,
I'm sorry that you have had a bad experience with our company. I believe that there were some misunderstandings in our interaction with each other. I have asked your move coordinator, Diana Dauter, to outline her recollection of the events. Below is her account:
Shipment packed and loaded on schedule
Shipment arrived and was scheduled for Storage at our warehouse in Spokane, WA (Storage in transit, SIT).
We requested that the Keelers give at least 7-10 days advance notice so the shipment could be registered to load.
Misunderstanding occurred as customer thought shipment would arrive in 7-10 days after they called to notify us that the shipment could be scheduled to load. Customer did not account for travel time after the shipment had loaded.
Communication
Once shipment was registered, I called Mr. and Mrs. Keeler to notify them of delivery spread. Customer was upset with the delivery spread. (shipment registration is a requirement of 7 days prior notice to Bekins Van Lines)
Delivery spread 10/31/2012 11/08/2012
I spoke with the Keelers daily, many times more than once per day, from 11/26/2012 to 11/02/2012.
On 11/01/2012, the Keelers called to report they had not heard from the driver for delivery of their shipment. I check the Bekins scheduling computer and found that the delivery date would be 11/05/2012.
Gina Stephens, from our office spoke with the Keelers on 11/02/2012 to let them know of delivery date.
John Gish, from our office spoke with the Kellers on 11/02/2012 as well.
Diana Dauter also spoke with the Keelers on 11/02/2012.
Our office did communicate with the Keelers through out the relocation process, the Keelers are unhappy with the extent of time the normal delivery spread took, once the shipment was registered. Shipment is scheduled to deliver today, 11/05/2012.
Mr. and Mrs. Keeler, if this recollection is in any way inaccurate, please feel free to contact me and we can discuss the differences. Thank you for taking the time to provide feedback. Your comments are important to us and will no doubt help us in future moves.
Sincerely,
Jeff Gish
President and GM
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