This is an email response sent to the owner of Wirk's on 7/10 after they denied our claim and I had a VERY forgettable phone conversation with her.
First, I must say that even though I disagree with your position on the matter, I am far less surprised by your denial of my claim than I am of your all-around unpleasant attitude and disagreeable approach toward working with a customer. Maybe I caught you on a bad day or at a bad time, but if yesterday was any indication of the manner in which you greet all customers who encounter an issue with your company, then I expect this email isn’t the first such communication you’ve received. I must say that the irony that washed over me when I went back to your email and realized that “small enough to care” was actually half of your tagline, left me speculating if I had perhaps dialed the wrong number when I called to speak to you.
Your dreadful approach to customer relations aside, please allow me to share a few facts, points, and general statements:
I’m confused why the documents attached to your email reference our move OUT of the storage unit on 6/12 when the events in question occurred during our move INTO the storage unit on 2/7. That is when your employee chose to place a piece of heavy lawn equipment directly on top of a white sofa.
Your contract states the following: “due to licensing and liabilities, our Movers cannot transport flammable liquids, firearms, or explosives, or tanks or containers for gasoline or propane. Fuel tanks for lawn equipment, garden tractors, etc., must be emptied prior to your move.” Therefore, your team should have never loaded the edger on the truck in the first place and broke your own rules in doing so.
Furthermore, your team, under the supervision of your “best guy”, knowingly placed the edger on the truck, despite it not having been emptied. You admitted this yourself during our phone conversation when you claimed that your guy asked us what to do with the edger and we told him to “load it anyway.” If we assume that is indeed what was said, one would think that your “best guy” would have responded with something to the effect of, “I’m sorry, but you’ll have to empty the edger before I can place it on the truck.”
Your website states that Wirk’s “does it better than anyone.” In this situation, I’m not sure which is most contradictory to reality: this particular assertion or your “small enough to care” catchphrase. One would hope that common sense prevails in most situations. Unfortunately, by placing lawn equipment on top of a sofa, or any furniture for that matter, we can both be assured that common sense didn’t win out on this occasion.
The last point I’ll make is that through 2 quotes and 2 moves by 2 different teams of guys, we encountered a lot of representatives from your company. Every one of them was polite and professional. We never encountered anything to the contrary until we came in contact with the owner of the company. Surely you can see the richness in that.
Wirks Moving & Storage Reviews
This is an email response sent to the owner of Wirk's on 7/10 after they denied our claim and I had a VERY forgettable phone conversation with her.
First, I must say that even though I disagree with your position on the matter, I am far less surprised by your denial of my claim than I am of your all-around unpleasant attitude and disagreeable approach toward working with a customer. Maybe I caught you on a bad day or at a bad time, but if yesterday was any indication of the manner in which you greet all customers who encounter an issue with your company, then I expect this email isn’t the first such communication you’ve received. I must say that the irony that washed over me when I went back to your email and realized that “small enough to care” was actually half of your tagline, left me speculating if I had perhaps dialed the wrong number when I called to speak to you.
Your dreadful approach to customer relations aside, please allow me to share a few facts, points, and general statements:
I’m confused why the documents attached to your email reference our move OUT of the storage unit on 6/12 when the events in question occurred during our move INTO the storage unit on 2/7. That is when your employee chose to place a piece of heavy lawn equipment directly on top of a white sofa.
Your contract states the following: “due to licensing and liabilities, our Movers cannot transport flammable liquids, firearms, or explosives, or tanks or containers for gasoline or propane. Fuel tanks for lawn equipment, garden tractors, etc., must be emptied prior to your move.” Therefore, your team should have never loaded the edger on the truck in the first place and broke your own rules in doing so.
Furthermore, your team, under the supervision of your “best guy”, knowingly placed the edger on the truck, despite it not having been emptied. You admitted this yourself during our phone conversation when you claimed that your guy asked us what to do with the edger and we told him to “load it anyway.” If we assume that is indeed what was said, one would think that your “best guy” would have responded with something to the effect of, “I’m sorry, but you’ll have to empty the edger before I can place it on the truck.”
Your website states that Wirk’s “does it better than anyone.” In this situation, I’m not sure which is most contradictory to reality: this particular assertion or your “small enough to care” catchphrase. One would hope that common sense prevails in most situations. Unfortunately, by placing lawn equipment on top of a sofa, or any furniture for that matter, we can both be assured that common sense didn’t win out on this occasion.
The last point I’ll make is that through 2 quotes and 2 moves by 2 different teams of guys, we encountered a lot of representatives from your company. Every one of them was polite and professional. We never encountered anything to the contrary until we came in contact with the owner of the company. Surely you can see the richness in that.