Complaints
  The types of complaints we usually receive from your clients are about inadequate service, movers negligence, being uninformed, packing materials cost, a jump in price once things were loaded onto the truck, lost or broken items, inconvenience of delivery, missing items. This list surely goes on!
 

 How do we handle these complaints?
  We at Customer Service Inc open a file for each client that calls and submits a complaint. Their file number contains their claim number which is the same number as their job number. Upon receiving your clients complaint, we will ask your client to fill out a claim form explaining their claim in detail. If they are complaining about broken items, they must attach pictures of the broken items to the claim form. If they are complaining about missing items, they must provide us with a copy of the contract. We will also obtain a copy of the contract from your company. If the contract or inventory list has been distorted or changed in any way by the client, (e.g. the client adds the item she claims missing on the inventory list made by the foreman) the claim will be null and void. Your client has nine months from the date of delivery to file a claim. If we do not receive the claim in the allotted time frame, their claim is dismissed as per the law. Once we receive the claim, we have a team of experts who will asses it and determine the end result. The end result will be determined by reviewing whether or not your client has purchased additional insurance, whether or not they took advantage of the professional packing services offered, whether or not any damage was done as a result of your movers negligence. Our team of experts really take the time to evaluate and asses the claim. 

Any monetary reimbursement will not be determined without consulting with the owner or manager of your moving company first. On occasion, the moving company may be liable in some instances, such as if the movers were negligent in moving and handling your clients belongings. In that case, we will negotiate with the client and try to keep the reimbursement at a bare minimum (0.60 cents per pound, by law, depending on the claim). Once Customer Service Inc. and your dissatisfied client come to a settlement, we will get your moving company's approval. A Reimbursement form is completed by your client and returned to us. Once we have received the Reimbursement form, we will complete the client's file and notify you. Depending on your plan, either we or your company will issue a check to the client. Our goal is to ensure your client is satisfied their claim has been heard and resolved by the law, so that it eliminates suing your moving company, or complaining to the better business bureau and ruining your hard earned reputation.

 

At the end of each month, you will receive a statement enclosed with your bill. The statement will provide you with the names of your clients who have complained, the nature of their complaint, the date and time of their call, their phone number, how their complaint was resolved, the date it was resolved, and whether or not it is still pending. We will open  files for each complaint we receive. Once the complaint has been resolved and the file closed, we will send you the entire file to keep for your records.