Horrific service

I'm writing this email to express my disappointment as to how the company handles their clients , doesn't honor appointments, poor & lack of communication.

On Saturday I had booked my removal appointment for 2pm and Caitlin called me at 1pm that the removal was running late due to unforeseen circumstances and would be able to do 3pm. This was already too late to be calling to inform that you are running late an hour before actual appointment. No arrangements could be done to accommodate this, but I made a plan.

I arranged with the new tenant and inspection that I will be out by 4pm instead of 3pm which they could accommodate but it can't be moved later than this because the new tenant removers were on time and they charge if there are delays.

I asked Caitlin to give me the managers number of which she said she didn't have and then gave me Khudas number who I can contact because she was knocking off at 2pm.

When I called Khuda at 3pm he said his on his way , should be at my place in 30 minutes because his at big bay. I sent him my location to be sure he doesn't get lost as we are already pressed for time. I called Khuda after 30 minutes only to find out he **** he was not on his way, he was still attending to the client he was with. My mom called Khuda to complain on poor service we are receiving, lack of respect for time, lack of communication, lack of honesty. Then he apologized and said by 4:15 he will be there. When we called again he told us his fetching couch of that client his not done. They didn't know the client they were dealing with had so much things he doesn't know when he will be done. He will call office to bring another truck, that was 4:15. We called him again after about 15 minutes later when they started laughing in the background, and he informed there's a truck coming shortly it's already on its way should be there soon. When I called again his phone was off.

By that time I was already fined for not honoring 4pm inspection which I asked earlier for because you were running late, not moving out on time and I had to remove my belongings out of the flat for the new tenant. I therefore had to make arrangement to move out as NO ONE from the company called to apologize, to update me and make other arrangements which could have been made earlier when they realized the other client was taking up a lot of time.

A truck came at 18:06 , 4 hours after original time slot of my appointment .The truck was loaded with other goods in because they said they were working at century city and just received a call to come my way and they I was not part of their list. Informed them that I will call office on Monday, because this was unacceptable and unprofessional , the fact that on top of everything they bring a truck full of other things while I paid to get my stuff loaded only. I didn't book an uber sharing truck for goods. This again spells unprofessionalism, lack of respect for other people's goods.

When I read what company stands for its not the service I received. You even have a clause that you charge clients for not being on time, but you as a company don't also honor time and make arrangements for client. How then can we also charge you. You must stand for what you also dish out to clients as a clause. You must also pay when you don't honor your time and run late. Have INTERGRITY, and RESPECT.

I'm disappointed at the level of treatment I received on Saturday , how you don't take pride as a company to ensure your customers receive good service. I had to be the one as a client following up with no one calling me from your side.