Progressive failed to show up at the agreed time and instead took another job while keeping me waiting for them to show up.
Progressive was supposed to show up at 9AM. After waiting until 10:30AM, they told us that they would finally show up at noon because the movers 'had a terrible emergency.' After waiting until 12:30PM for them to show up, I finally called them for the 15th time and found out that management had told our movers to take another job this morning and to drive to our location whenever they were finished. Progressive never told us that this was the situation and that they obviously would not make it to our location in the near future, so we were waiting at the storage facility for four hours before we finally cancelled the service ... if that is what you can actually call it!
Mailed and signed letter of apology from the CSR (*****) that handled this case. He should apologize and be reprimanded for his ongoing lies and stories that he tried to tell us. When it was clear that I was cancelling the service, he proceeded to become more and more rude and eventually hung up on me. He should apologize in writing for this.
Additionally, I should receive some sort of compensation from Progressive for taking a vacation day from my job in order to be at the storage unit when they told me to be. Since I currently make nearly $50 per hour, this would amount to $400 in reparation for the shoddy service and lying that went on.
We gave our customer an estimated time of arrive at the storage for Saturday morning. We ask her not to go to the storage until the movers called her to let her know they was on the way. Her husband went to the storage before the movers called. Our movers was running behind. We apologize for not making the estimated time. But we could have completed the job..
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the moving date was set for a Friday, not a Saturday. I know this because I HAD TO TAKE A VACATION DAY IN ORDER TO BE AT THE STORAGE UNIT ALL DAY.
The moving company indicated that they would be at the storage unit between 9 and 10AM and that they would call when they were almost there. When 10AM came, I went to the storage unit because they were supposed to have arrived by now and I didn't want to make the movers wait at the entrance for long. 10:30AM came along without a single word from the moving company, so we called them multiple times to see what was going on. After multiple unanswered phone calls, they finally picked up and told us they would call the truck to see where it is. After never receiving a call back, we called back 15 minutes later and they told us that the truck was on their way and would be there before noon. By this time, it was already almost 11AM, so there was no point in me leaving the storage unit because the truck could theoretically get there at any point.
Noon came and went and no one had called us from the moving company .... imagine that! After trying to call them again multiple times, the moving company finally answered and told us they would call the truck to see where they were at. After a few minutes, the men from the truck called us to let us know that they were on a job over an hour away across the entire city and that they didn't know when they would get to our storage unit, but it would be much longer than an hour. By this time, it was already 12:30PM and by the truck's estimate, the movers would not have arrived any sooner than 2PM. On top of the ridiculous tardiness, the phone call we had received from the men in the truck indicated that we had been lied to the entire time ... the moving company had sent our truck to another location across the city to take another job and had been hanging us out to dry on an hour-by-hour basis, trying to keep us in the dark about their true possible arrival time when they knew it would never happen when they were saying it would.
After the movers told us that it would be much longer than an hour until they could get to our location, I called the office of the moving company a final time to discuss the lies that we had been told all day. When I confronted them about how we were told lies all morning long, they began to make excuses for their lies, saying that 'it was supposed to be a small job and the movers ended up moving much more than they should have.' When I asked why we were told lies about their possible arrival time when they knew that they would never arrive at that time, the moving company had no response. Since we were looking at no earlier than a 2PM starting time, I asked them how they were going to get all of my two full storage units moved today. I indicated that I had 10'x40' of storage units to unload and that two men with a 24' truck would need at least two trips in order to clear them out, and that every estimate showed it to be at least 8 hours of labor. They indicated that they would work all of the rest of the day on Friday and then come back on Saturday to finish up. Being realistic at this point and knowing that I was completely unavailable on Saturday with previous engagements, I asked them how I was supposed to trust them considering I had been lied to for 4 straight hours and they couldn't be trusted to show up when they were telling me. The moving company had no response to this. I asked if they could bring two trucks and another two bodies in order to speed up the moving out of the storage units, considering that they had completely fumbled this transaction to this point. The moving company said they would not. One final time, I asked when this truck would show up. The moving company said that they should be there by 2 PM, but it depends on when they get done with their current job.
Obviously, none of these answers showed any bit of allegiance to the customer that they had left high-and-dry to this point. At this point, I asked to speak with the manager of the person on the phone. The employee indicated that he didn't have one. I asked the employee for confirmation of this point - that they did not have a direct manager. The employee confirmed. I asked the employee whether or not they owned the company, because unless they owned the company, then they would have to have a manager. I was also inquiring if they were the owner because I didn't want to believe that the owner of a company would have such disregard and disdain toward a paying customer of which they had ruined a move. The employee indicated that they were indeed the owner, and then proceeded into an angry and offensive tirade that I couldn't believe that they owned the company.
After the employee began ranting about this and with the obvious lack of intent to complete this move today like they had told us they would, I indicated to the employee that I would be hiring another moving company to complete the move. The employee proceeded with his angry tirade as he hung up without condolences or a simple goodbye.
This moving company caused me to take a needless vacation day and continually lied to me while following it all up with verbal abuse. My request will stand - I want a handwritten apology from the employee mailed to me and I want monetary reparation for the time I had to take away from work. This company needs to understand that they cannot continually lie to customers regarding their service and then verbally abuse the customer whenever their lies are discovered. They cannot shift all of the risk and damage to the customer that they knowingly deceived, and they need to pay for their deception and abuse in some manner.