Hi Mia,
Thank you for your review, it was expected, as you did warn us, if you didn't get what you wanted, you would be writing such a review to tarnish our reputation.
As we said, we welcome that and have nothing to hide.
To add some context to this, as you rightly stated, customers have 14 days after moving to report any damages to us in writing, which we feel is more than reasonable, the industry standard is 7 days in general.
You have failed to mentioned that you reported the damage to us 6 MONTHS AFTER your move.
You didn't report the crew member dragging the bouncy castle on the floor to us by telephone or in writing, until 6 months after your removal took place. You did not, tell the boss on the day, having spoken to the crew since, you told only another crew member that you had seen the item being dragged on the floor. As you well know, that is all that has ever come from yourself regarding this matter - you told a member of our team that was carrying out your move that another member had dragged it on the floor (part of it whilst carrying it, not literally dragged it across the floor) and that is as far as you went with it until 6 months later.
While we completely understand your frustration if you had seen the bouncy castle being dragged along the floor, what we can't understand is why you didn't:
1) Report this to the office by telephone or in writing at the time when you had seen this happen.
2) visually inspect the bouncy castle within a reasonable time frame having seen it 'being dragged along the floor'.
3) Test the item within a reasonable time frame.
We absaloutely, without doubt would have managed this issue with you within a reasonable time frame, had it been reported to our office in a reasonable amount of time, our reputation is everything to us.
Unfortunately, anything could have happened to this bouncy castle within the last 6 months. 6 months to visually check/ test and report damage and expect that we will just pay you £250 without question or you will leave bad feedback all over the internet, is in our opinion, unreasonable considering the circumstances surrounding your claim.
We will always look to come to a satisfactory conclusion with customers regarding any issues with our removal service, our future relies on our reputation but it does have to be reported in a reasonable time frame for obvious reasons.
Hopefully potential customers reading this will see that we are not being unreasonable 6 months after your move and will understand why we have not been able to take this claim any further.
We are grateful that you described the overall service as a good experience, this is reflected in the fact that you have recommended others to us to quite a few others, we are just sorry that it has taken 6 months to check, test and report damage to the item, otherwise we could have reached a satisfactory conclusion with this one quite easily.
All the very best for the future, from all the team at LeeWays Removals
