Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Movers Aug 13th -Paid $1950 , Quote was $1350 -I spent almost an hour on the phone with Personal movers prior to booking as I was looking for Professional movers who would care for my belongings. My main focus was keeping my belongings in good condition. I suggested a 4th mover and a bigger truck as I wanted to ensure nothing got ruined and he said that wouldn't be necessary. He committed that they would wrap everything, that they hire only the best movers "not teenagers off the street", that they have a perfect track record with no damages. -Several of my items were damaged in the move including : A light fixture, a bar chair, a mirrored cabinet, my sofa, my door jamb and walls with 20+ dings. Mostly all do to negligence and were completely avoidable. -I was told the items would be repaired, then they changed their minds and have stopped responding to my emails completely.

  

  Business Response

  Date: 09/11/2022

  On July 18th, ***********************, contacted our moving company for a moving estimate. After she filled out the inventory form online and went over it with our moving consultant on the phone the quote was provided to her based on the information **** gave at the time. The quote was for 6 hours of moving service with 3 movers but on the day of the move, August 13th, the moving service was completed in 9 hours as there were more items to move than originally **** talked about when booking this move. When the moving consultant made a quote for **** it was based on the information she provided and 4 movers were not necessary to move the amount of items she talked about. The truck that was provided to **** was also the biggest truck: 5-ton, that you can get for residential moves. Also we are not sure why she was not happy with the truck size when even though she had more items to move than originally planned, all ******* into a single truck load and movers did not need to make 2 trips.

   

  We would like to again apologise for the fact that there were some minor damages done. Our customer care representative spoke with **** on August 22nd over the phone regarding the course of action that need to be taken and compensation that will be provide above and beyond the insurance coverage she accepted but **** was not happy with this and kept asking for a full refund of the moving service or to buy her new furniture. She also did not request extra insurance coverage before the move. We proposed a repair service to her to which she responded that all furniture needs to be brand new or not to repair at all if it will not be.  

  We also offered to **** a full compensation for the light fixture on the wall that was broken even though the damage occured due to the fact that the movers needed to move a big couch from the basement up the stairs and the pathway was very tight. In this kind of situations the liability is voided and there is no coverage but we did offer her a full compensation. 

  There were only 3 small dents/scratches on the wall recorded after the move and accepted for claim after **** called on August 22nd. 

  After the conversation **** dropped the phone call. We again tried to contact her via an e-mail on August 25th asking to respond to us regarding the claim, so that it can be dealt with and if she accepts to either e-mail us or call us back but **** never got back to us. The last time we heard from her was August 23rd.

   

  Kind Regards,

  Personal Movers

  Customer Answer

  Date: 10/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  We seem to have some discrepancies here,  

   I have resent my email 4 times to Personal movers in the month of September with no response which is why I have reached out to BBB. 

   There is probably 20 wall dents and a damaged door jamb (Not 3 as you said)

   The light fixture was broken when a 10lbs plastic shelf was being carried up, and the staircase is wider than most. (Not an oversized couch in a narrow space as you said)

   They were not able to move all the items in one trip. (Even a few items I asked several times to save room for didnt make it in the truck) 

   There is a score/scratch in my leather bar chair

   My mirrored cabinet is cracked

   Both pieces of my couch have torn and stained upholstery. 

  I feel like I have been lied to and misled several times throughout this process. I shopped around for movers specifically looking for a company that would take care of my things as I have worked very hard for them. I wasn't so much concerned about cost as I was keeping everything safe which is why I suggested a 4th mover and was apprehensive about the truck size. I literally told Personal movers that I had white furniture and a glass cabinet on the day I booked and those two items were damaged do to negligence. I was told everything would be wrapped and it was not. I even offered the original couch covers and they were declined. 

  After the move ****** assured me the items would be repaired. 

  He then took that back and said I would be compensated ****** instead. 

  I have since replied several times to follow up with zero response.

  I am open to having items repaired but am very apprehensive at this point on trusting this company again. If I give them the items will I ever see them again? Will they ignore me?

  I would like him to reach out to me so we can settle this and move on. 

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/01/2023

  Hello ****,
  Thank you for your reply and feedback.
  -We will not be able to take the items in question for the repair service any longer because you declined that option and therefore the compensation option was as per the insurance coverage you chose as per the contract. 
  -On the day of the move we let you know that we will be accepting your claim for processing.
  -When we spoke with you about your claim you never mentioned that there was 20+ dents and you never sent the pictures to verify this claim. There were only 3 small dents/scratches on the wall recorded after the move and accepted for claim after you called on August 22nd. 
  -Because you multiple times told us that you do not want the items fixed unless they look brand new the repair option was not exploited and since we are providing you with a compensation option for the damaged items the compensation also has to be provided for the damages done to your walls and doorframe. In addition to that we offered to pay to you in full for the repair of the light fixture on the wall.
  -Please note that even though the oversized item was carried by the movers in the tight spaced staircase where the light fixture was present on the wall we without question offered to you to pay in full for the repair of that light fixture.
  -While each moving job is being performed it is always being closely monitored by the supervisor for that day. The moving team will always send the pictures of the items loaded onto the truck and we can confirm that the items were wrapped in blankets and shrink wrap as per the protocol. Please be more specific about the bed you are referring to as we never received a complained or a claim from you regarding the bed laying on the truck unwrapped or it being damaged after the move.
  All of our trucks come fully equipped with moving gloves, blankets, shrink wrap, straps, neoprene floor runners and dollies that are necessary to handle moves from small to large sized. 
  -The quote was for 6 hours of moving service with 3 movers but on the day of the move, August 13th, the moving service was completed in 9 hours as there were more items to move than originally you talked about when booking this move. When the moving consultant made a quote for you it was based on the information you provided and 4 movers were not necessary to move the amount of items that you listed.
  -You asked how you can claim the compensation we provided to you: please refer to our last e-mail that we sent to you in August where we stated the process on how you can get the compensation.
  We set a high standard for ourselves, and were so sorry to hear this was not met in your interaction with our business. We always aim to deliver a great experience, and we are gutted when we dont meet expectations. You claim was accepted for processing and we tried to fix the issues that happened during the move but unfortunately you were not fully satisfied with the resolution even though we tried to give you more than was allowed as per the insurance coverage you chose for your move. Please understand that if you did not pay for extra insurance coverage we are not able to give that kind of insurance coverage to you. (******** is the bill of lading you signed, which shows the insurance coverage you chose)
  We cant fix the past but you have our personal commitment to improve the way our staff serves every customer. Until then, please accept our sincerest apologies on behalf of everyone on the team.
  Kind Regards,
  Personal Movers

  Customer Answer

  Date: 17/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  -You offered to repair the items and I did Not decline that option. I shared my concerns that the poor quality of the move had me worried about the quality of the repairs you would provide. (If I give you my items will I ever see them again? How will I get in touch with you when you never reply? Will the "professional" you send to patch the walls be the same as the "professional" movers and do a botched job) I asked what the compensation option was so I could Source the repairs myself but I never declined it. 

  -I Want the items repaired as $273 will not cover repairs. 

  -You stopped communication and replying to my emails in August. I sent 3 emails with no response from you which Is why I reached out to BBB. 

  -I would like to see the pictures of the items wrapped in the truck. 

  -There were many more damages that I didn't comment on because I am able to cover/hide them, or items that are in spare rooms not out in the open. The only items I am seeking compensation or repairs for are the ones In my main living area visibly damaged where negligence was a factor. Also the 3 main Items I told everyone prior to the move I wanted to be extra careful with. I literally offered the original couch Cover that it came in and he looked me in the eye and said "dont worry we cover everything" and now I have torn and dirty sofa. 

  -If you are Gutted as you say then I don't understand why you stopped answering my emails, Why you said I can still sit on my sofa and my scored bar chair And I could still use the glass cabinet that has been cracked. 

  -Both you and your movers told me the day of the move that the items would be fixed or replaced. 

  
  Sincerely,
  
  ***********************