Aside from this concerning last-minute price increase, Crystal’s experience with AVL’s customer service was exactly what she had hoped: transparent. Between helping Crystal plan each part of her move and following up about pickup and delivery dates, the company was helpful and responsive every step of the way.
There were two specific customer service experiences we wanted to highlight from Crystal’s move.
Most moving companies offer two types of moving coverage, basic liability coverage (which is free) and full-value coverage. Full-value coverage covers your belongings for a lot more than basic liability coverage, which is nice if your stuff gets lost or damaged, but it also costs A LOT more.
When Crystal called to get more details on AVL’s moving coverage options, the AVL agent told her that, since she didn’t have any exceptionally expensive furniture, she probably didn’t need it. The coverage wouldn’t protect belongings that Crystal packed herself (which was everything except her furniture and gym equipment), and since the company blanket-wraps furniture when it picks it up, her stuff was highly unlikely to get damaged.
Instead of taking advantage of Crystal by trying to upsell her, AVL’s customer service representative gave Crystal an honest evaluation and actually talked her out of paying more than she had to. This gives the company a significant trustworthiness boost in our book.
Originally, AVL had planned to send Crystal one of its own trucks and crews to pick up her stuff. Unfortunately, the original driver had a delay on the road and wouldn’t make it in time for Crystal’s pickup date.
Instead of making this Crystal’s problem by forcing her to wait longer for her pickup, AVL brokered her move out to a third-party company called Golden Movers. AVL took care of all the logistics for this service transfer, so it didn’t require anything extra of Crystal.
Additionally, Golden Movers provided exceptional service, carefully and efficiently delivering all of Crystal’s belongings. This is a testament to the quality of companies AVL brokers moving services out to in a pinch.
So, while AVL wasn’t able to complete Crystal’s move as it originally intended, it still ensured her delivery date was met and she got service that was just as good.