GRO Transport LLC

Business reply on Google

Hi Rachel, Thank you for taking the time to share your feedback. I’m sorry to hear that you were dissatisfied with your experience. However, I believe there may be some misunderstandings regarding the details of your move. First, it’s important to note that your move was rescheduled three times before the final date, which created some uncertainty about the exact timing. When you confirmed the move two days prior, I communicated that we would do our best to have a crew available by noon, even though it was a busy time of day. We made every effort to accommodate your needs, and we didn’t charge any rescheduling fees despite the multiple changes. Regarding the issue with your TVs, I want to clarify that I never promised to mount them for free. I specifically informed you that we would unmount your TVs and security cameras at no extra charge, as a courtesy. While mounting services are generally an additional charge, I offered to schedule a separate crew to remount the TVs the next day, but you declined. This is standard practice as our crew specializes in moving and unmounting, not mounting. As for the delay, when we arrived at your apartment complex, we attempted to contact you multi

Business reply on Google

Hi Amy, Thank you for your feedback, and I sincerely apologize for the issues you experienced. Our team strives to provide the best service possible, but unforeseen situations sometimes occur, as was the case on your moving day. While we did provide a two-hour arrival window, we arrived approximately 25 minutes later than expected due to an issue with one of our trucks not starting. This caused us to reassign a different crew to your move, which is why the driver you spoke to had just received the job. I understand that you were expecting TV boxes to be provided for your monitors, as that was mentioned during our earlier communications. Unfortunately, the crew assigned to your move did not have the TV boxes you requested. However, when I spoke with you on the phone, I offered to bring the TV boxes if they were still needed. The crew, in the meantime, bubble-wrapped and shrink-wrapped your TVs to ensure they were properly protected and safely moved without any damages, which I’m glad to report was successful. I understand that you were disappointed by the absence of the TV boxes, and I’m sorry for any confusion this caused. As I mentioned, the TV boxes would have been an additional

Business reply on Google

Hi Lisa, Thank you for your feedback, and I sincerely apologize for the confusion and frustration regarding your move. I want to clarify the situation and offer an explanation. Your booking was made less than 24 hours in advance, and the move was scheduled for a time after sundown. As I explained when we spoke, most of our team members prefer not to work late into the evening due to liability concerns, especially for moves that are difficult to complete safely in the dark. However, I did have one team member available after finishing an earlier job, which is why I reached out to you around 7:30 PM to let you know that we could still accommodate your move within the next 45 minutes to an hour. Alternatively, I offered the option to reschedule for the following morning and even waived the service fee to make it easier for you. Most moving companies would typically charge a surcharge or extra service fee for doing a move after sundown, especially for last-minute bookings like yours. However, we agreed to take your reservation less than 24 hours before it was scheduled and still agreed to complete the move in the darkness, without charging you any additional fees. I understand this was