Business

Orandy tells its side

TELL Claudienne

Claudienne Edwards

Sunday, May 27, 2018

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Dear Claudienne,

I contracted Orandy moving company to move my household articles on March 20, 2018 to a different location.

The packing of my household articles into the moving company's vehicle went OK, until my four-poster beds had to be dismantled. The work men then told me they would have to go back to the office and get the tools to dismantle the beds, as the manager had not given them the tools. The manager later called and apologised profusely.

So they took the rest of the furniture to the new location, and unloaded them. However, while they were unloading the items one of the dining table chairs got damaged.

The workmen then went back to the moving company's office for the tools, then returned to the old locale to dismantle the beds. My nephew, who was there packing other stuff, opened the door to enable them to enter the house, dismantle the beds and deliver them to the new location.

Their vehicle ran out of gas, on the premises, blocking the driveway.

That night, in my new location, while preparing for bed and to settle down with my Kindle, I couldn't find it.

Then to my horror I remembered that I had left it on a chair in my bedroom at the house where I had previously lived.

The following morning I rushed back to the house from which I had just moved but the Kindle was nowhere to be found.

I called Orandy and told them that I could not find my Kindle. The manager was apologetic and promised to investigate the matter.

When I called back on March 20, 2018, the manager told me that the men said they did see Kindle on the chair but did not know what happened to it. He again promised to investigate.

However, to date (May 9, 2018) I am yet to hear the result of any investigation and action taken.

This Kindle meant a lot to me; I did a lot of business on it apart from my reading.

Because of the loss, I had to go and purchase a new phone to get things done.

The manager does not take or return my calls. They had no problem collecting the payment for their service, but now I am a bother.

If you could get some answers for me, I'd be ever so grateful.

GS

Dear GS,

Tell Claudienne has been in communication with Orandy Moving and Storage Company and forwarded your complaint to them by e-mail on May 17, 2018. When we requested a response from the company to your allegations, they sent Tell Claudienne the following e-mail on May 22, 2018 :

“Orandy Moving & Storage Company relocated GS on Tuesday, March 20, 2018.

Point of discussion has to do with her damaged chair and missing Kindle.

GS's chair was since repaired and returned to her.

Upon investigation of her missing Kindle, investigations revealed that our representatives did see her Kindle on a chair in her bedroom. They were instructed by GS not to remove same, and which, in our day to day operations small personal items of this nature are never handled nor moved on our trucks, by our team.

While we were executing the move, other parties were present.

Our men advised that when our truck was loaded with the first set of furniture items, our team left the location to the delivery destination/address.

GS advised our team that her nephew would have the keys to reopen the house on the return for the balance of the furniture at the pick-up address.

After unloading the furniture of the first trip, our men actually came back to our office to collect the tools to do the necessary disassembling and travelled again to Stony Hill (the loading point).

On our return to the house GS's nephew was already there doing packing. Our team did not carry out any packing of her small items. As her letter stated, GS's nephew did that packing.

One of the clauses in our Moving Contract (item 3: page 2), states that customers “should properly protect and secure valuables and important documents and personally carry these items if possible”. (The company is not responsible for valuables not properly secured by clients).

This, to protect us and our clients as oftentimes opportunists like relatives or their employees, and any other person/s outside of our moving team, use the occasion to avail themselves of items under the cover of the move, hence the clause.

We take it very seriously as this will have a lasting and damaging effect on our company and staff. Employees are aware of our policies, one being polygraph testing.

GS said that the said night (Tuesday, March 20, 2018) she missed her Kindle and went back to the house the next morning.

It is quite strange that something so important was not reported to us immediately. GS did not call our office until Friday, March 23, 2018. As stated in our contract, all or any claims should be reported within 48 hours.”

Tell Claudienne notes that the chair was returned to you on Friday, May 18.

We wish you all the best.

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