![]() It was outside his shorts and in the seam, and it looked gross. I had hired him to move boxes, but he seemed more interested in texting on his phone while carrying the boxes, even when it required both hands.As he was moving a box, I noticed a stain on his shorts that looked like refried beans, which was about the size of a 3x3 inch circle. This took 10 minutes, and he also mentioned having a bad back. When he sat down, he informed me that his shoelace had broken and needed fixing it. Additionally, he had a strong body odor that made me almost gag. I had expected a t-shirt with the DOLLY logo on it or some other identifying clothing. He eventually arrived at 4:04 pm.The first thing that struck me as unprofessional was that he arrived wearing basketball shorts and a t-shirt with no identification. He then suggested 2:30 pm, but I received a text at 3 pm stating he would arrive between 3:30 and 4 pm. Initially, my helper suggested coming at 2 pm, but I asked for a later time. My partner passed away last Sunday after being together for 15 years. Despite not downloading the app, I wanted to rate my helper. I was disappointed with the service provided by Dolly. They are at best apathetic of costumers and at worst grossly negligent. Another "$500-750.00 part and $200.00 service visit" would be required to repair our fridge, In the nearly month since, Dolly has claimed I would find out "this week" "tomorrow" "later today" and "within the hour." They continue to spin my wheels and do everything in their power to stall this out. $200.00 of labor and a $60.00 part later, my fridge was operable, but still damaged. After much back and forth, they accepted that the original retailer appraising the damage would suffice. I was instructed to hire three repairmen to provide estimates for the damages. Dolly has been employing stall tactics in resolving my insurance claim on the matter for weeks. For $170.00 I had paid to have a major appliance broken by Dolly workers. The unit no longer can be leveled and was inoperable. Further damages occurred as they dragged the unit without any sort of of plan along the ground and up the stairs to our apartment. Parts of the fridge (drainage pan) were cracked, the coils were bent and supports along the rear of the unit were splayed outward. Before I could stop them cracking and popping was heard and I immediately asked them to stop. However, the movers clearly had zero idea how to move a fridge and promptly leaned the back of the unit against the upright portion of the handtruck. The information regarding the move was clearly entered into the Dolly app and our movers arrived on time. On Sunday, March 12th, 2023 I booked a pair of movers to move a refrigerator from a storage unit into my fourth floor apartment. We are excited about continuing to improve our customer experience at Dolly and hope that all of our customers feel the same.“ We have transitioned to a new leadership team including our VP of Operations, Director of Support Operations, and Support Manager.We intend to review existing damage claims policies to assess the need and feasibility of making additional improvements.We have conducted an end-to-end review of our damage claims process and have closed out all damage claims that have been open for 60+ days.We have doubled the size of our customer support team and intend to continue bringing on additional team members to improve wait times.In the past 3 months, we've made the following changes to improve: We understand that sometimes things go wrong on Dollys and we are always seeking to improve our customer experience. ”Dolly's mission is to Create freedom of time, freedom of choice, and freedom from worry. Some consumers told BBB the company drew out the claims process unnecessarily, and many reported the business stopped responding to them altogether, resulting in monetary loss.Ĭomplainants further claim movers displayed unprofessional behavior such as the use of inappropriate language, and that their movers arrived late or cancelled altogether with little notice. failed to provide adequate compensation for these damages when they went through the business’ claims process despite purchasing additional insurance through the company.Ĭonsumers express confusion over how to reach customer service and allege that Dolly, Inc is slow to respond to claims for damaged items or other issues likely to result in payouts. Consumers allege Dolly, Inc damaged their belongings and/or homes during their moves. On April 12, 2021, Better Business Bureau recognized a pattern of complaints from consumers regarding delivery and customer service issues.
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