That 1 negative review...
There's a first for all things, right?
On December 11th, one of our team members met with a customer at our Utah yard to buy a container. Customer chose their container and then we scheduled the customer for delivery 2 days later.
Previously, we spoke with the customer via text and customer informed us that his driveway was narrow as seen in the text below:
We usually deliver with our gooseneck 40' trailer that is light and it doesn't have a bed boards. It only has rails, which makes it super light. We decided we will use our heavy duty 20' trailer that is used for full containers. This trailer is almost 3 times the weight of the 40' trailer as it has stronger axels, heavier wheels and tires + a full bed.
It was a cold day, snow on the road, and considering the customer’s narrow driveway, we made it work and delivered the container from a super tight tiny road.
About an hour or so after delivery, the driver gets a text from the customer saying that he broke his fence and the driver declined his accusation.
Driver offered to do something, possibly exchange some parts that customer was claiming driver broke.
We then received this picture from the customer of the broken fence. The driver was totally surprised due to the little damage and the weight of the container and trailer. The driver believed that if he would have hit that fence it would have been destroyed by the container. Once again, the driver still offered to help.
Customer offered to provide camera footage proving that the driver did it. Customer then said it would be about $500 to fix the damage. Driver agreed to pay the $500 once he sees that he actually did it.
After that we received a negative review.
Points from customer's review:
1) "He backed it in like a toddler" - we would love to hire some toddlers that can back in like that
2) "I saw and heard it" - and customer preferred to text the driver about it instead of talking about it during the delivery process. Sad.
3) "Black paint" - but the container that was delivered is green. The container sticks out about 2ft off the trailer so if anything, the container would have hit the fence.
4) "All we wanted first was accountability and we would've moved on" - driver offered to help and reimburse for the damaged "caused by him". What other kind of accountability is needed?
We don't know exactly why the customer thought that reimbursing for the damage was not enough and preferred to leave a bad review.
Maybe because the driver never caused any damage?