Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:25/09/2023
Type: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.
Packers packed me *********** was properly working. Movers arrived Saturday and put the tv in a box after I left ******* to my new place in **********.TV was unboxed and legs put back on with nobody else in the room. TV was not turned on immediately and when it was the screen was cracked and tv is not functioning at all. Crack cant be seen with tv off. Im being told I moved a week ago - HELLO? Packed Thursday and moved Saturday.Then I was also told fee for travel was a flat rate and the company is refusing to honor that stating she never would have said that. I even specifically questioned that price for travel.Customer Answer
Date: 28/09/2023
The tv has a large crack in it that was not there previous to the movers packing and unpacking it. This photo is with the tv on - it was not turned on until hours after the movers left as the tv provider did not arrive until after the movers left as well. The provider did NOT turn the tv on.
Business Response
Date: 24/10/2023
We have no issue compensating the customer for the television, it was always get approach that hindered the outcome. She sent an email telling us the television was broken, she was going to purchase a new one and send us the bill! Thats not how it works. We require a paper trail regarding the television, when was it purchased, a picture of the serial number on the back, some sort of proof of the cost. None of this was provided! We were also not the only company to touch the television, in her statement that was sent to you, she indicated that the cable company worked on it but, didnt turn it on. We dont know if they could of damaged it! A tool belt hitting the front could cause the same damage! Once we are provided a paper trail on the television, we can come to a fair amount to provide to ***********!Customer Answer
Date: 24/10/2023
The invoice for the damaged ** is coming.
As for the cable company, the technician hooked up the modem ACROSS THE ROOM FROM THE ** and worked in the buildings main room for connection. AT NO TIME DID HE TOUCH THE **.
Five Star indicated that they would NOT provide reimbursement at all. Im sure they have insurance for such damages made during moves. They need to reimburse something for damaging the **.
Customer Answer
Date: 24/10/2023
The yellow receipt is the damaged TV purchased in 2022. The photo was previously sent to you of the damage.
The whit receipt is the new TV purchased the day after the move in Sept. 2023.
Business Response
Date: 24/10/2023
Again, we were not the only company to handle the television! Regardless, yes a picture of the damage was sent - NEVER have we received a copy of a white or yellow receipt! In addition, when there is damage to an item, if we are replacing it, we get the information from the customer and we go purchase it. The customer doesnt get to buy a replacement then tell us what it costs. There is still no rebuttal regarding the fact that the cable provider was the last company to handle the television! Ive never heard of a cable installation being complete and the technician, NOT turning on the product to see if it works. How would they know if their job is complete?Customer Answer
Date: 24/10/2023
The technician did NOT touch the *** It was turned on by remote from across the room. The box is wireless.
the new TV was purchased after Five Star advised they would not cover the cost of damage they did.
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