I hope you are doing well.
This is a happier post than the previous one I wrote a couple of days ago. I am motivated to write this because I wanted to let you know the extent that we at Premier Van Lines turn the "wrong.....right!"
Last year, Premier Van Lines International had a customer that moved from New York to Hawaii. Unfortunately, the agent we chose in New York, called Finnigan's Moving and Storage provided substandard services to our customer. They loaded the household goods into the lift vans; however, they lost some boxes including a wedding gift of pots and pans and other packed by owner boxes were damaged. The customer filed a claim with the insurance company and unfortunately, the refund did not cover the value of the pots and pans and understandably, she wanted full compensation of $500.
The customer did complain about Premier Van Lines because despite the fact we never touched her household goods, we were at fault. We accept full responsibility because we were her moving company, not Finnegans.
To this day, Finnegan refuses to take responsibility of the missing box of pots and pans. We are in the process of filing a complaint against them for incompetence and shoddy business practices (ironically, they are military approved vendor which is one of the reasons why we awarded them with the contract to pick up the customer). With that, Premier Van Lines International decided to issue an additional $500 to the customer for the replacement of her pots and pans.
The customer recently wrote back to me and wrote the following (and this email is posted with the customer's approval):
......I truly do appreciate your gracious and helpful attitude whenever we communicated, as well as the very satisfactory way that our final issue was dealt with (and of course, that we received most of our goods intact), but as I said, there were other things that caused it to be a very stressful move. I hope that I did not do anyone an injustice, but I would have to say that generally we were less than satisfied, which is what I tried to communicate in that review.
99% of our clients are happy with our services. For whatever reasons, when the 1% becomes unhappy, we do what we can to make the wrong...right. The reputation of a business is very important to us and we want our customers to think of us as fair and caring company. Nothing is more powerful than the word of mouth and we rely on this. We at Premier Van Lines International will make the wrong....right!
I leave you with my warmest regards.
Neena
neena@premiervanlines.com
