Complaints

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• Initial Complaint

  Date:22/10/2022

  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.

  My wife and I hired this company on October 1 to move our furniture. Upon arrival the Movers told us it would be at most 2.5 to empty the house. It ended up taking 5 hours. Movers then dropped our marble table and cracked the table top. The entire table top is chipped and cracked. They told me to file a claim by sending an email with pictures and a brief explanation. Its been three weeks and the company has gone dark on me. I have made several attempts to get someone to call me back but no one has. In addition, they left damage to our previous home. There were grease stains on the carpet and holes in the walls. I've called there office several times and have just been told someone will call me back but that has yet to happen. I keep on being told by ***** the receptionist that **** the owner of the company will call me back.
  I was told several different lies about why no one has contacted me, from hospitalization to vacations. The actual movers were the most rudest individuals ever. They were heard screaming profanities from outside the truck and insulting my family. The amount of stress this company has put my family through has been exhausting. For them to completely ignore the complaint and not even offer an apology is just unacceptable. Please help me as I need a resolution.

  

  Business Response

  Date: 05/12/2022

  
  I am responding to the Complaint below with regards to the move our
  company did for this client.
  First, I want to confirm that there was some damage to the dining 
  tabletop. There was a small to medium sized crack about 10 inches long 
  and a couple medium sized chips in it as well. The entire table top was 
  NOT full of chips and cracks as stated in this complaint!! 
  
  
  On move day, there was no issues with
  regards to any dents or holes in the walls anywhere. These issues 
  came up a week or so after the move was done. I discussed this issue 
  with the crew and they both said that there was no damaged walls to 
  either the house at the origin nor at the destination. They both said that 
  the only thing that came in contact with the walls while they were moving 
  your goods in or out of either of the homes, was the mattresses. To date, I 
  have never seen a mattress dent nor put a hole in any walls. Both these 
  crew members are longer term employees and very highly praised by many 
  many of the clients they have done moves for in the past. So I believe them!
  
  
  As for the stains in the carpet. Upon arrival, the crew came into your home 
  and removed their footwear and toured your home with your Wife. Your Wife 
  came in out of the garage and led the crew to the second floor to view what 
  all was to be moved up there. While going up the stairs ****** noticed dirty 
  stains on the carpet that appeared to be coming from your Wife's shoes. 
  He mentioned to her that they would be putting down floor runners to protect 
  your flooring (as we do for all our moves). She told them not to worry about 
  the flooring ... however the crew put flooring runners (protection) on the floors 
  anyways as it is our company policy. So, both crew members were adamant 
  that they were not responsible for the wall damage nor the stains on the carpet.
  
  
  I find it interesting that you told me in our first communication about the claim
  that you paid $2000 for the table. When ****** took you and showed you the 
  table and subsequent damage, you told him that you had paid $900 for the 
  table a year or two ago. How and why did the table take such an incredible 
  jump in value?? I discussed this issue with our professional furniture repair 
  man who came to your home and repaired the table. He said that, in his
  professional opinion, the entire set (including the chairs) was likely valued at
  around $1000.00 when it was new.
  
  
  With regards to the ""unacceptable employee behaviour"" you talked about. 
  I find it offensive when you chose to slander two very honest, well reviewed 
  and hard working men who worked their butts off for you all day, just for sake
  of adding issues to fortify your claim. The character of both these crew 
  members is nowhere near what you claim they have done or said. They are 
  both praised wholeheartedly by many many past clients. I have NEVER had
  any complaints like your accusations with regards to either of these employees.
  I also find it interesting that when I asked to set a date that both these employees
  will join me and sit and meet with you face to face to discuss these accusations 
  you have levelled against them. You then, all of a sudden, had change of heart and 
  say the only issue you want to discuss is about the damages you are claiming.
  So, you refused to participate in that meeting. Why?
  
  
  As for not addressing your concerns in a timely matter, I personally take 
  ownership for that. I was out of province, not on a vacation, but spending a 
  significant amount of time in hospitals and seniors home with a family member 
  extremely close to me. This has went on and on for a couple of months now 
  ... making several trips out of province. It has consumed an enormous amount 
  of my time. I did take a little time when I was out there trying to find out which 
  client you were. Your name did not show up anywhere in our client database.
  And I do apologize as I did brush you off thinking you were another of the many
  many ******** that reach out to us on almost a daily basis. I did not know,
  at that time, that your move was booked in another person's name. I did not 
  know who you were. This did cause us some of the delay in dealing with your 
  issues. I apologize for that!!
  
  
  Once we got that all sorted out, I, right away contacted Din, our professional 
  furniture repair man. I instructed him to go to your home and repair any 
  damages he can repair and then report back to me if there is anything that he 
  was unable to repair. He told me that nothing was mentioned to him about 
  repairing any wall damage or he would have repaired that too while he was 
  there.
  
  
  So, the table was repaired by a professional furniture repair man. He said your 
  wife was very very happy with how good of a job he did repairing the tabletop.
  
  
  I have waived the $250 deductible that applies to all damage claims 
  (that you would be normally responsible for) as a gesture of good will because 
  of the delay that we had with getting this damaged tabletop repaired. I do want to 
  add that when we booked the repair man to come to your home to do the repairs, 
  he did say up front that it could take you several days to get to your job as he was 
  backlogged with jobs at that time. But he would get there as soon as he was able 
  to. This information was relayed to you, but you obviously were not satisfied with 
  that. I did not want to try finding an alternate repair man because this fellow works
  magic. He is the best person for the job and that's who I felt was the best person 
  for your tabletop repair.
  
  
  The table top has been repaired to your satisfaction and I don't see any further 
  legitimate issues that we need to resolve with regards to this move.
  
  
  ****