Dear Doug,
I am writing to express my heartfelt appreciation for how smoothly our overall move from
Princeton, NJ, U.S.A., to Z¨urich, Switzerland, went. As you probably already know, the move
commenced on 20th Jul 2010 and concluded on 20th Oct 2010. Three parties were involved:
Rainier Overseas Movers, University Vanlines (subcontracted packers) and Dijkshoorn Euromovers
(subcontracted deliverymen). My overall rating for the experience is 9/10 and I will certainly
recommend your company to my colleagues in the future. My detailed experiences are described
as follows.
Following a search on the website www.movingscam.com and also a check with the Better
Business Bureau database, I initiated contact with three companies, including Rainier Overseas
Movers (on 31stMar 2010). I decided on Rainier because you gave the most detailed and transparent
responses of all three companies, which I really appreciated. I also appreciated the fact that I was
dealing directly with the Director of International Business Development and not a subordinate
who was not fully in charge. My dealings with you were always prompt and professional, and you
consistently focused on swift problem-solving. My rating for Rainier is 9.5/10.
My experience with University Vanlines was a different story. After an initial visit by Bill
Quigley to do a preliminary estimate (400 cubic feet), I tried in vain to call him 4 times, in addition
to sending emails, to request a more accurate estimate a week before the packing date. None of
my calls were answered and I never heard from him again. Six days after the move (26th Jul
2010), I received an email from you (probably relayed from Bill) that my cargo now occupied 600
cubic feet. This was the most unpleasant part of the experience because it was precisely why I
was trying to contact Bill before the packing date in the first place. It also meant that the moving
cost was now about US$3000 over budget (from about US$5000). This caused me extreme stress
because it occurred a few hours before I was scheduled to catch a flight, but I must commend
you on how quickly you resolved the situation in a calm, rational manner. To their credit, the
University Vanlines packing crew — when they arrived on 20th Jul 2010 — were polite, thorough
and extremely professional. I would rate the packing crew at 9/10, but the University Vanlines
administration only at 4/10.
My experience with Dijkshoorn Euromovers was also positive. They sent me a package asking
for specific paperwork, which I sent back to them. The paperwork cleared customs without a
glitch. The two Dutchmen who carried my belongings into the apartment (up 3 floors) were swift,
professional and kept the place very clean. The only unexpected surprise was that my pull-up rack
was not delivered. One of the Dutchmen did a check and we found out that it was struck off the
inventory. This was indeed done with my explicit approval back in July (while we were resolving
the problem of reconciling the post-packing estimate of 600 cubic feet with the initial quote of 400
cubic feet); my only complaint is that I was never told whether the rack was retained or discarded
until the date of the delivery. My rating for Dijkshoorn is 9/10.
In summary, I am very happy with my experience with Rainier Overseas Movers and I have
no regrets choosing your company. I wish you continued success in your business. Thank you.
Sincerely,
Kevin Heng (Dr.)
From: Duncan Chiu [mailto:duncancarmel@yahoo.com]
Sent: Friday, October 22, 2010 12:35 AM
To: Dave@rainieros.com; doug@rainieros.com; cesar@rainieros.com; rebecca@rainieros.com
Subject: A Great Experience!
Hi, my name is Duncan Chiu - one of your recent customers.
I am writing you to share with you a great personal experience of mine that involved one of your outstanding employees - Michele (she works out of your Seattle office I believe).
I just relocated from Dallas, TX to Hong Kong this month. A small job for most moving companies as it only involved moving of 8 boxes of personal belongings.
After interviewing several companies, I chose Rainier because your company responded timely to my web page inquiry, and mainly due to Michele's services and delivery. She was pleasant, creative, kept her promises on deliveries, and always maintains a good professional attitude - she makes me feel that she cares and she has my interest at heart. Quickly she gained my trust.
I also want to share that I also know a little bit about Customer Service as I used to run large back office operations for one of the major banks in the States. Michele's performance - taking care of Rainier customers - was truly special and I wanted to give her the credit/recognition where it is due.
I hope that you will consider to do the same.
I definitely will use your company's services again in the future.
|
Sincerely,
Doug Wiviott
Rainier Overseas Movers |
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