Company Response Review Report Review
New Way Moving Services

Christine Sundly Submitted this review about New Way Moving Services
Review made Live: 1/27/2009 1:26:00 PM
The delivery was made on time and in good condition the third time it was scheduled. My experience with the company was terrible. I will not recommend them nor use them again. I originally had scheduled a car move. Unfortunately, the car did not start and I did not want to ship the car in that condition. I called the company and spoke to a Regina. She had broken English, which was difficult for me to understand. I asked her to e-mail me a confirmation of my changed date. I never received a new order form or confirmation I got a call 5 days prior to the new schedule date. It was Regina telling me the driver was on his way. I said that is not the date I agreed on. I cancelled the service and decided to go through a different company. I e-mailed the company a confirmation of cancellation, which was requested. Rachel, the manager of the company called me attempted to get me to reconsider. She told me she apologized and she had FIRED Regina and she was a terrible worker and this was not the first time she had made wrong schedule dates. She gave me her cell phone number and stated I'd only be working through her. I accepted her apology and made an appointment for a pick up. The pick up location was misspelled and I e-mailed her the correction, but was never actually corrected. Regina calls to confirm times with the pick up location. We were concerned she took our contact to a different company. I called New Way Moving Service and Regina answers. I asked her if anyone had been fired in the company, where she responded as "no". The pick up had already been made. I called Rachel cell phone number three times asking her to call me back. I never received a return phone call. I had been lied to, which is my biggest issue. There is a language barrier, which also played a part. If you want a company that will get the job done, but don’t mind lack of customer service then it might be all right. But I insist on it.
Shipment Details
Origin State:
Wisconsin
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
431441
Quote or Order Cost:
$775

Company Response
Rachel from New Way Moving Services Submitted this response.
Response Date: 1/27/2009 2:16:00 PM
We at New Way Moving Services would like to thank the customer for relaying the details of their experience with our company. Unfortunately there are times in the transport business and any industry were a customer is not given the most pristine service we all like to extend. Respectfully, the customer didn't like the service she received from 1 of our representatives. This would not be an overall review of the hundreds of customers who do. We respectfully would like to say that the car timelines had been changed several times and not all times were we provided proper notice. As per the customers own words the service was good, but she felt the customer service from our representative was not. It is evident that Rachel then did the right thing by offering her personal cell phone number and immediately apologizing for the trouble the customer felt she encountered.(this is customer service). We will not address the issue of an employee being released, because in these trying times I would not be fair on the judgement of 1 customer to negate a persons worth to a company nor their commitment to her job. With everyone in this great country being from all walks of life, me must look beyond an accent an look at the company as a melting pot, an equal opportunity employer in which is the back bone of your great nation. We are a fair, honest company and we can only say we are all human and we try our best and sometimes fail. & nbsp;