Complaint Handling Scripts for Movers
Moving complaints are usually emotional because people are tired, on a deadline, and worried about their stuff. These scripts help you stay calm while you’re on a truck, on stairs, or mid-carry—so you protect your reputation, keep the move safe, and avoid saying the wrong thing on a recorded call.
1) Initial Complaint: “Your crew scratched my hardwood / dinged my wall.”
Use this the moment a customer calls upset during or right after the move.
“I’m sorry you’re dealing with that—thanks for telling me right away. I want to get the details so we can fix this the right way. Can you tell me which room it’s in and what time you noticed it—before we moved the couch, during, or after? If you can, please text me 3–5 clear photos and one wide photo showing the area. I’m going to document this and loop in the crew lead so we can confirm what happened and talk options. We’ll take care of the next steps quickly.”
Tips for this scenario
- -Ask for a wide photo (shows the whole wall/floor) plus close-ups; it helps when customers say “it was perfect before” but the mark is old.
- -Have them point to the spot in a short 10-second video—hardwood scratches and wall scuffs can look different in photos.
- -If you’re actively lifting, say: “I’m on a carry; give me 5 minutes and I’ll call you back.” Then actually call back.