Company Response
Dear Mr. Knight,
Thank you for sharing your feedback. However, we would like to clarify several important points because your comments suggest that you personally handled the transaction and communications with our company, which is not accurate.
Our records reflect that you did not personally speak with our team regarding the booking, estimate, inventory, or contractual terms. The transaction and communications were handled by your wife. In fact, during our communications with her, she informed our team that you had not been significantly involved in reviewing the details of the move or the agreement.
For that reason, several statements in your review regarding what our representatives allegedly “assured” you of are concerning, as those conversations did not take place with you. Your review appears to characterize communications and representations that were made during a transaction you were not personally involved in.
Additionally, as acknowledged in your own review, the shipment contained considerably more property than originally estimated. The original estimate was based on 31 items / 76 pieces, while the final inventory increased to 48 items / 134 pieces. Pricing cannot reasonably remain based on the original inventory when the shipment increases by 58 pieces, or approximately 76%.
It is also important to clarify that the final price is not calculated by simply taking the original price and multiplying it proportionally by cubic footage. An estimate can include fixed charges, transportation rates, labor, packing or additional services, and other applicable charges. Therefore, the calculation presented in your review does not necessarily represent how the revised charges were determined.
Most importantly, after the move was completed, our Client Relations Department contacted your wife for a customer-satisfaction follow-up. She advised our team that everything went great and specifically stated that the movers were awesome. No complaint regarding the pricing or allegations of a “bait and switch” was raised during that conversation. These follow-up calls are specifically conducted to identify concerns and determine what we can improve.
We appreciate that you acknowledged the moving crew was professional. However, we respectfully disagree with the characterization of our company as engaging in “sleaze,” “tricks,” or intentionally misleading practices. A significant increase in the amount of property being transported will result in an adjustment to an estimate, and that is materially different from arbitrarily increasing a customer`s price.
We welcome legitimate criticism and use customer feedback to improve our operations, but we also believe it is important that reviews accurately reflect who participated in the transaction, what was actually communicated, and the substantial change between the original and final inventory.
Sincerely,
Client Relations Department
Freeway Relocation Van Lines, LLC