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Review content:
What should have been a simple move, turned out to be a nightmare, due in large part to the general manager Josh Gordon. The only upside was an employee Christina C. (a customer service representative) who was extremely empathetic, and worked hard to resolve our issues.
Our move did not go well. Movers did show up on time, but were far from professional. My wife had to supervise the move as I was not able to be present. When she started having issues with the movers, she called Aardvark, and was unable to reach the manager in charge. She left several messages to return her call, and all of this during the move (already a stressful event). No returned call from management. Finally she called me and the frustration/stress was evident in her voice. I was able to reach Josh, and being frustrated as well, I attempted to relate the seriousness of the situation (it was by then late in the day) and I was met with a defensive (rather than a "how can I make this right attitude") and a condescending attitude from Mr. Gordon. Shortly into our conversation, he hung up on me. Apparently he felt he wasn't being listened to. Understand at this point I was upset, but did not become verbally abusive (i.e, name calling, cursing, or threatening). Again, I was upset, but not irate, out of control, or ugly in my language. I then called him back, and he did answer. At no point did he apologize for the actions of his employees, he constantly referred to the contract, and said basically there was nothing he could do until the following day. This from a "general manager". While it may have been "physically" impossible for him to take action at the moment of my call (due to the lateness of the day) I got the impression that he wasn't really interested in resolving anything now that the move (in his eyes) had been completed. I asked why he hadn't returned my wife's phone call, to which he basically replied he didn't feel it was necessary. I did not feel my request was unreasonable...i.,e., having the movers do their job as per the contract. The specifics I won't get into here. Lets just say Josh felt the movers had done their job, and I and my wife did not. (No we were not asking for extra services or "freebies", just what we paid for).
I take serious issue with Mr. Gordon's customer service skills and his complete lack of empathy for our situation. Perhaps he is used to being taking advantage of by other clients, I don't know. All I can say is I filed a complaint with BBB, and am pursuing other avenues as well. The only upside, was a conversation I had about a month later with Christina C. (the customer service rep). I waited that long so that I would be sure not be "emotional". She was very helpful, did apologize, and informed me that the employees who facilitated our move had been "let go". She indicated that my complaint was not the first against the former employees. Had Mr. Gordon, immediately reassured us that he would do everything within his power to remedy the situation, and MOST importantly returned the phone call to my wife, as requested by my wife, and later that day by myself, it would have gone a long way in expressing "good will" and a respect for us as customers. As it ultimately turned out, his behavior did just the opposite.
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