Complaints

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• Initial Complaint

  Date:09/20/2023

  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.

  Date of Service: August 23, 2023 ***************** Start Time 9:00 AM EDT Actual 9:30 AM EDT Service: Professional loading of furniture & some boxes onto trailer.. All furniture components dis-assembled in advance. Customer supplied furniture blankets and straps as instructed by Rock's Moving Company. In addition, customer purchased furniture wrap just in case they didn't show up with it. Rock's Moving Company started loading the initial material on their truck instead of the more obvious empty trailer. Luckily, this mistake was caught early so double handling was minimized. After some discussions, the crew indicated they do this all the time and know how to load and protect the furniture appropriately. Unfortunately, this turned out not to be the case as there was inconsistency with some items furniture items getting wrapped properly with a blanket and others either not being wrapped at all or only with the plastic furniture wrap. Rock's Moving Company did not wrap the two end tables, the two tables (formal dining room table and kitchen table) and leaves or nightstands with anything but some items were wrapped as you would expect so there was a lot of inconsistency. Due to the combination of having unprotected furniture and the fact that each tier wasn't strapped, this created an unsafe unloading situation and damage to various pieces of furniture from items shifting due to lack of adequate strapping. I paid a premium for this company over others on hireahelper.com and other sites to avoid this type of situation but as I learned at the end of the job this crew had never loaded this type of trailer previously since they were unfamiliar with the trailers bulkhead. I reach out to the owner of Rock's moving to provide some input and as I felt some type of adjustment should be offered but their immediate response was that based on their T&C's they have no responsibility. Basically, this indicates Rock's will randomly decide what to protect & load it how they decide.

  Business Response

  Date: 10/04/2023

  Dear ******,
  
  We loaded a trailer for this client on 8/24/23, we were contacted two weeks later with complaints of damages to belongings.  Our contract states Rocks Moving shall not be responsible for loss or damage after delivery has been made to the customers storage facility or loaded into the customers transport vehicle (s). Once a trailer is loaded we have no idea if the person driving it (not us) had to slam on the breaks at some point during transportation or hit a curb or had some other type of roadway hazard cross their path which would shift the load causing damage. Also we have no idea who attempted to unload the trailer and if they are responsible for the damages. There could be many other things that could have occurred during the two week period as well.

   

  Thank you.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20626388
  
  I am rejecting this response because:

  The business didn't address the real issue(s) which was the suppliers lack of properly strapping the tiers and lack of wrapping furniture consistently so their lack of addressing the real issues indicates they aren't disputing my claim of an inferior service. Instead, they are referencing a contract that would be considered unconscionable if challenged. Basically, their position is they can load a customer's belongings how they decide and protect the items they randomly determine and take no culpability.

  As far as their deflection to the unloading crew causing damage, the unloading crew caused no additional damage and the duration of time is really insignificant as trailers and/or containers take time to get from point A to B. In regard to transportation, wood furniture not protected "at all" and placed in random locations  and combined with the lack of strapping of tiers meant this never had a chance regardless of transportation method. The supplier can't dispute they provided a crew that had never loaded this type of trailer and don't understand the protocols for loading for longer distances since this company doesn't have to adhere to ***** and FMCSA regulations since they only move things inside *******.
  

  In addition, the supplier exceeded their estimated time by 60% but that was not an issue if the quality would have been there.
  
  Sincerely,
  
  *********************