Complaints

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• Initial Complaint

  Date:10/03/2023

  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.

  The moving guys came and they refuse to walk through the water to put the stuff in our container. It rains in *******, so yes, theres a lot of water. Its ankle deep. . All they wouldve had to do is walk through it to put the stuff where it needed to be. Now they are refusing and I have to rent storage for them to go put it in a storage facility for me to pay for. How can we rectify how much money I spent for this move When they are not doing their job? And now Im spending more money. I would gladly move my own stuff if I was not in my late 40s and my husband was not a disabled veteran. We cannot do it and now I have to figure out how to get it from storage to my container. We bought a 40ft container that would hold it all. There is ankle deep water around it because of rain. We wear water boots. They literally said they didnt want their shoes wet. Do these guys not work in rain or snow or sleet?

  

  Business Response

  Date: 10/05/2023

  While under the normal circumstances of working in the rain, we do normally work as long as it does not pose a safety hazard to our crews. If we would have backed the truck up, it could have sunk. It is not a safe environment for moving crews, the truck and the customers items to be handling goods at a site with these conditions. I have attached a photo of the site for reference. While we strive to provide the very best possible move for all of our clients, we also have to consider the safety of our people. If conditions arise that are unforeseeable (acts of God) such as rain, then it is up to the moving crew to determine if there are safety concerns and if they should proceed with the delivery. In this case, the conditions were not safe for the crews, truck or the customers items to be moved across the water.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20693125
  
  I am rejecting this response because: yes. Puddles are terrible I know. I walk in it everyday. And he could have backed the truck up. We were more than willing if he got stuck to pay to get him out. Your guys didnt want to work and you didnt make them. You sun contracted it out and just want to keep our money. Now we are paying for storage again 
  
  Sincerely,

  *****************

  

  Business Response

  Date: 10/05/2023

  For perspective, a 40 foot container is 8 feet wide. Attached photo. This is not a simple "small puddle" as the customer is indicating.

  

  Business Response

  Date: 10/05/2023

  It is our responsibility to ensure the safety of our crews and equipment when performing work. It is also our obligation to ensure that your items arrive safety and prevent measures that can damaged your belongings. There could be sticks, shrubs, logs, etc. under the water that crews can trip on and hurt themselves while carrying your furniture. The truck can sink into the water. You may be willing to pay for the truck to be towed out of the water, but what about damages to the truck or damages to your your items due to the truck sinking or damage claims against any liability to workers whom may trip and fall and get hurt in the water? Those are the things that need to be considered here. The decision to not move items across a body of water for the safety of everyone involved is in the better interest of everyone. Our contractual obligation to you ends when your items were placed into storage. Acts of God (Rain) are not under the control of the Moving Company. Storage and Re-delivery of your items will be at your own expense. 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20693125
  
  I am rejecting this response because: it was literally ankle deep. Not waist deep with torrential rains  it was a sunny, hot day and the water is walked in all day ankle or less deep  your company just ***** and doesnt want to take responsibility  period  

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