Complaints

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• Initial Complaint

  Date:02/21/2024

  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 first person I interacted with was *****. He inventoried and provided me with a per hour estimate. He assured me that they met all industry standards, and received certification throughout the state and country. He indicated that they were different from other moving companies especially with the grand piano I would need to have moved. He said other moving companies will not put the care into the move as their company would. Although more expensive, I took ***** at his word and he assured me he would put his best men on the job. I even had an opportunity to speak with the owner of Grand Moving & Storage. ***** and the owner had indicated very clearly that while they had estimated 3.5 hours for the job, if the movers had taken less time, the quote would be less.Once the movers had completed their move, they had taken the full amount of time to complete the move. It was not less than estimated. And to further add insult to injury, allow me to share the damages that we've incurred as a result of the move along with the additional out-of-pocket cost I had to incur for each to get it fixed.- My son's dresser: It was damaged beyond repair and we had to purchase a new one. They claimed it was that way before they began to move it, but we never had an issue before they arrived ($150).- Blinds: As they were moving belongings down from the upstairs to the downstairs, they damaged the blinds on one of the windows. As a result, it had to be replaced ($55, ************ Master bedroom bed frame: It was not put back together correctly. In fact, my wife and I were sleeping on it the other day and the entire frame collapsed in the middle of the night ($200)- Grand Piano (my personal favorite): It was incorrectly reassembled at the new house. The sustain pedal was not put back on correctly. Meaning, you cannot push down the sustain pedal on the piano. It defeats the purpose of having the piano ($200, piano tech).

  Business Response

  Date: 02/22/2024

  As the customer stated, he was provided with an hourly rate for moving services. There was an estimate given off of what was suppose to be moved, this was a non-binding estimate and was not a flat rate price. That estimate was for 5.5 hours with a total cost of $1,180 not 3.5 hours, which can be seen on the signed copy atttached. Upon arrivng there were more items then discussed so the move took more time then estimated. The final charge was $1,267.50 + a 3% credit card fee (which **************** was aware of and originally was going to pay cash to aviod the fee) +$50 tip he added for the movers. None of these damages were ever been brought to our attention and this move was done almost 60 days ago.