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We have a process for complaints in order to ensure accuracy when we notify customer of internal investigative resolution. We received call approximately 9am Monday July 29th, regarding the above stated complaint. Operations and administration followed procedure to locate any items that were potentially left on truck and contact crew personnel for question. This complaint was filed with Better Business Bureau within hours of phone call which did not leave us enough time to investigate. Within 5 hours our administration had coordinated delivery of tv which was miscommunicated as being a tip to crew and has been delivered back to customer. Our crews receive furniture/tvs/appliances on a daily basis from customers so this was not unordinary for crew to hear. Personnel apologized for the miscommunication and tv has been delivered to customer. It is not like a customer would not realize a tv was missing if stolen. Obviously communication error and our personnel stated this to customer. In regards to missing boxed contents; we have found no box on truck and asked customer to file police report for theft and we will cooperate fully with police investigation.

Customer has received TV and was intentionally not answering our calls to deliver TV (be advised this same TV she instructed crew to put in shed). TV was delivered on porch as seen in attached picture since they would not answer the door. We were told to leave on porch. Customer is slandering company with deception in order to make herself look like a victim. We record all conversations and have all text messages corresponding with her. We are done dealing with customer communication unless through written claims process required by Texas Department of Motor Vehicle. If there is a missing box she can file a claim as instructed by office personnel and acknowledged by Customer (she received 7/31/2019). This has been blown extremely out of proportion with an attempt to bypass all help provided by company and statutory codes. She has her TV which she gave as a tip, and when we are contacted about the alleged missing box we will deal with police department as well as handle missing item claim according to TxDMV process. We have attempted to resolve in our contractual capacity and will process just as any other customer. Customer should have listened to our advisement, read contract regulated by Texas Department of Motor Vehicles, and allowed us the time lawfully required to process and resolve complaint. There is no further capability for action at this time by company.

Invoke Moving commented on 08/05/2019