BG
Bernie G
1 reviews | Active since Jul 2020
09 Jul 2020, 01:36
Lost Box terrible service
Wouldn’t use this company if you are moving, lost one of my boxes, never responded to emails, terrible customer service and only blamed other people. Offer of R300 to replace my lost items. Do yourself a favour and shop around for another removal company
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Replies (1)
Execu Move's replyOfficial
09 Jul 2020, 11:27Hello Bernie
Lets try and put that in perspective.
Peter Theron
GM Execu-move
Lets try and put that in perspective.
- When you sent your mail on 30 March about the missing carton we were in lock down – you would have received an out office that advised you accordingly with contact e-mails and numbers in the event of an emergency.
- The first we learnt of this was on 21 June in a somewhat confusing mail from you indicating that your effects were “delivered last week”? Our records indicated they were delivered on 23 March and hence I suggested that there was perhaps an explanation for that of which I was unaware.
- According to the de-consolidation documents from our agents in Australia your parcel was received in Sydney upon arrival and went missing thereafter.
- It was an insanely hectic time for removals globally as the world went into lock down and the Sydney facility was under extreme pressure to deliver at the time.
- No one has ever denied that the box was missing. We fully understood why you would be upset and empathized with you.
- The first line of approach is always to try and trace a missing parcel and if that process fails, to claim against your liability.
- I took the time and trouble to write to you yesterday after Michelle, our International Manager, had come to me for assistance. Despite your insulting mails I was polite and empathetic.
- In my mail I explained the liability but added that as you had decided against taking All Risk cover, that I would seek compensation from our Australian agents as they had lost the carton and in turn we would contribute to it.
- I asked you to not react until I had negotiated with our agents and we had a better idea of their contribution.
- I concluded with, "now that we are aware of it – lets see what we can do to resolve it".
- Your reaction to that mail was to post a 1 star review on Hellopeter?
- Unfortunately the damage you intended is done and cannot be retracted - which leaves you back at square one.
Peter Theron
GM Execu-move
Best regards,
Execu Move's reply09 Jul 2020, 11:27
Official
Hello Bernie
Lets try and put that in perspective.
Peter Theron
GM Execu-move
Lets try and put that in perspective.
- When you sent your mail on 30 March about the missing carton we were in lock down – you would have received an out office that advised you accordingly with contact e-mails and numbers in the event of an emergency.
- The first we learnt of this was on 21 June in a somewhat confusing mail from you indicating that your effects were “delivered last week”? Our records indicated they were delivered on 23 March and hence I suggested that there was perhaps an explanation for that of which I was unaware.
- According to the de-consolidation documents from our agents in Australia your parcel was received in Sydney upon arrival and went missing thereafter.
- It was an insanely hectic time for removals globally as the world went into lock down and the Sydney facility was under extreme pressure to deliver at the time.
- No one has ever denied that the box was missing. We fully understood why you would be upset and empathized with you.
- The first line of approach is always to try and trace a missing parcel and if that process fails, to claim against your liability.
- I took the time and trouble to write to you yesterday after Michelle, our International Manager, had come to me for assistance. Despite your insulting mails I was polite and empathetic.
- In my mail I explained the liability but added that as you had decided against taking All Risk cover, that I would seek compensation from our Australian agents as they had lost the carton and in turn we would contribute to it.
- I asked you to not react until I had negotiated with our agents and we had a better idea of their contribution.
- I concluded with, "now that we are aware of it – lets see what we can do to resolve it".
- Your reaction to that mail was to post a 1 star review on Hellopeter?
- Unfortunately the damage you intended is done and cannot be retracted - which leaves you back at square one.
Peter Theron
GM Execu-move
Best regards,