Complaints

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• Initial Complaint

  Date:14/11/2022

  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.

  I purchased the extra insurance. The extra insurance was to cover full payout if anything was damaged beyond superficial issues and superficial were to be fixed. Furniture was to be moved into a SeaCan 1.5 hours away. They moved me out on a Friday. They unloaded my furniture in about 30 minutes and piled it into the Seacan. Most of it was still left wrapped. I told them I wanted to look over the furniture as they unloaded it. They grumbled and kept unloading. It was already late on a Friday afternoon. The next day I went out to the Seacan to try and look over everything. Most of it I can't access or view. I did find a vertical crack in an entry chest leg. I took pictures immediately and sent them off to the company. ***** contacted me and she offered me a cash settlement to try and fix it not the replacement value. I emailed her back with a copy of the original receipt on the unit. I told her the leg had a vertical crack in the leg. Gluing it was in no way fixing it, it was just putting a bandage on a broken leg and that was why I had purchased the added insurance. Multiple emails... She informs me she has a man to come out to glue it... so she is still not paying me out according to my insurance. He never shows.So she offers to pay me 500 so I can fix it myself.I estimate travel time would be around 500 I asked her to provide me with a copy of the estimate.She never sent me a copy of the estimate but informed me that the cost to fix was 900 More back and forth and now she's aggressive.She then proceeds to tell me that I could have damaged the piece myself.She tells me she was going to send out a truck to pick up the piece, they would have it glued and then return it to me.She refuses to honour the insurance. I messaged her back and told her to pay me out and just come and pick it up.We are now 74 days in.I know that glue takes at least 6h to cure, so it's not even going to be glued properly if they drove out to fix it.Nor am I sure Id get it back if picked up

  

  Business Response

  Date: 05/12/2022

  We moved the complainant to her new residence and all items were put into sea can.  When she checked the sea can and had found damage to the leg of a cabinet, she advised us of the damage.  I offered to have a repair company go out to repair.  Because of being given a wrong phone number to the individual from his office that was to do the repair, no contact was made for this repair until I was advised of this.  I offered again to have the repair done, but she was not willing to have this repair company do the repair and went on to claim that we were not trying to honor her claim.  I offered her a $500.00 cash settlement but she was not happy with that either.  This was the estimated price of the repair minus any travel or hotel costs.  Again after she rejected this offer, I then offered to send out our truck to have the cabinet picked up and brought back to Edmonton to have repaired and then returned to her.  She would not accept this offer as well as she claimed that she did not think we would return the cabinet to her.  She also is very confident that glue will not repair the leg but will not even give us the opportunity to have taken to a repair shop so that it can be repaired properly.  She did send me a picture of the damaged leg and it is very repairable.  At this point I am not sure what I can do to resolve this claim with her.

  Customer Answer

  Date: 05/12/2022

  Complaint: 18369157
  
  I am rejecting this response because:
  
  
  *****'s comments in " " mine come after 
  
  
  "We moved the complainant to her new residence and all items were put into sea can. When she checked the sea can and had found damage to the leg of a cabinet, she advised us of the damage." ———This is correct 
  
  
  “I offered to have a repair company go out to repair.” —— This is incorrect, she told me she would give me a small settlement. I reminded her that the leg was cracked vertically and was not repairable longterm and that I had purchased the extra insurance. 
  
  
  ‘Because of being given a wrong phone number to the individual from his office that was to do the repair, no contact was made for this repair until I was advised of this.” — this is correct… 
  
  
  “I offered again to have the repair done, but she was not willing to have this repair company do the repair and went on to claim that we were not trying to  her claim.”  —— not correct…  she ordered me telling me she was sending out a repair man….. they waited until after it was bellow zero and the repairman refused to fix it in that weather…. 
  
  
  “ I offered her a $500.00 cash settlement but she was not happy with that either.” - She offered me a 500 settlement after I waited 2 months of good weather… even though my insurance is suppose to cover the replacement…. I asked to see the quote on the repair as I knew this was underpriced AND she then tells me it was just below 900.00 but still never showed me the quote.  So she offered me LESS than she was quoted as was aware she was lying. 
  “This was the estimated price of the repair minus any travel or hotel costs.” —— If I has it glued Id still have to pay those costs….  
  
  
  “ Again after she rejected this offer, I then offered to send out our truck to have the cabinet picked up and brought back to Edmonton to have repaired and then returned to her.”  —— She did not offer me she ORDERED ME, I responded and told her my insurance was supposed to cover this kind of damage with replacement cost.  
  
  
  “She would not accept this offer as well as she claimed that she did not think we would return the cabinet to her.” —— This is correct, I have been bullied and lied to repeatedly. 
  
  
   “She also is very confident that glue will not repair the leg but will not even give us the opportunity to have taken to a repair shop so that it can be repaired properly.”  —— This is also correct, my grandfather was a finishing carpenter and I called a couple companies and sent pictures. Everyone told me that it would never be fixed... Eventully the glue would give and the leg would still be damaged. 
  
  
  
  
   “She did send me a picture of the damaged leg and it is very repairable.  At this point I am not sure what I can do to resolve this claim with her.” ——— She can honour the extra insurance that I bought and pay me out on the piece and come and pick it up…. This is not a superficial scratch with some damaged paint. This is a vertical crack in a leg. That is the whole reason I bought extra insurance.
  
  Sincerely,
  ***** ******

  

  Business Response

  Date: 10/01/2023

  This claim has been settled with Ms. *******