Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2024

  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.

  I moved on March 1, 2024. The movers showed up 30 minutes late. I spoke with ********************* owner once in person and several times on the phone. I called him to see if I needed increased insurance. His reply was I move 5 moves a day and have no damages. He was on vacation for my move. I wanted to make sure he was moving everything in place. I am recovering from blood cancer and have limited motion. I spoke with him the day before he left for vacation. He assured me it would be in place. My apartment was moved in one day. I shared a kitchen with someone so I separated all my kitchen ware and placed it on my couch and the vanity in my bathroom. When I arrived at my new apartment there were only small appliances. There were no dishes, silverware, cookware etc. This was moved to a separate apartment. I finally located my kitchenware on March 5. I have 3 caregivers who will attest to these facts. The damages were horrendous. They decimated a 30 year elephant collection. They also damaged beyond repair a cork rooster from ********. The destruction to furniture was unbelievable. My white couch was soiled with an oil like substance. Mu pyramid table appeared to be dropped with gashes and splits. My wardrobe had big chunks out and doors no longer hang properly. My closets were supposed to be photographed then removed to wardrobe cartons. Then placed as they were found. None of my clothes were placed back properly. Designer clothes were thrown in floor. They used my tubs to pack my office and nothing was labeled or unpacked. I have traveled extensively and so many memories were destroyed. I am including pictures of some of damage. Over half of my big furniture was damaged. It is day 19 and they have not done one thing to correct this gross negligence.I was unable to upload all pictures of damages.

  Business Response

  Date: 03/26/2024

  When the client contacted our office claiming that there were missing items and claims of damage during her move, our operation manager made an in person visit to her new residence to talk to her about this move, inspect the items, and get information required for us to process a claim.  After additional communication from the client about a week later, he made a second visit to talk to her again and get additional information.  At that time, he proposed a financial settlement based on the State of ****************** of ****** Safety regulations and her choice not to purchase additional valuation. She refused that offer.

  Upon hearing that she did not accept the offer, I reached out to her and took over the claim. I interviewed all of the crew members who were on her job to get specific details about the move. On 3/26, I went to the clients' residence to look at the items she claimed were damaged and hear her perspective on the entire moving process. I expressed our regret that this move did not go as we all had desired. I discussed the **************** regulations regarding damage claims and her choice to not purchase additional valuation.  In an attempt to bring this situation to closure, I made a financial offer above and beyond what we are responsible for based on her chosen valuation and she declined my offer. 

  There are many extenuating circumstances related to this move, the clients possessions, other activities that the client had going on that were unrelated to our work that happened prior to and during our work that impacted the overall experience and our staff's ability to deliver their usual level of service. Most of these do not happen with the other moves we perform each year. At this time, I don't believe they need to be discussed. I told the client that I believe that our company could have done better, but that these extenuating circumstances that were outside our control had an impact on the overall experience and outcome of this move.

  Since her move, we have communicated with this client through more than 100 texts. We have visited with her in person and discussed this situation on 3 different occasions.  We've made a settlement offer which exceeds our responsibility.  We do not know what else we can reasonably do the satisfy this client.

  There are factual inaccuracies in her original complaint, but I do not believe that a back and forth on those will be beneficial to either of us or hope of bringing this situation to closure.

  My settlement offer from today is still available if she wishes to accept.

  Customer Answer

  Date: 03/26/2024

  Tell us why The operations manager did not offer a settlement. He said that ***** had to approve a settlement and he was on vacation. I have a witness to this conversation. I am elderly and handicapped. Before ***** left for vacation I asked if this would  be a move in place. He said yes. I have enclosed a picture of my hand. This is a breach of contract. Nothing was moved in place. No pictures were taken to rehang clothes in order. I kept asking ***** to do a schematic of placement of furniture. He was leaving for vacation and said he did not have time. I am proposing negligence. My kitchen was moved to the wrong apartment. I paid my caregiver ****** to move my dishes to the right apartment. ****** staff also left a moving bar under my wardrobe that I tripped over. On his visit today he was verbally abusive to me and my caregiver. He asked her invasive personal questions. He was also verbally abusive to ****** my caregiver. We called her to dispute allegations made by *****. If the contract is breached, then the insurance limits should not apply. Negligence also negates insurance and calls for liability insurance. This horrible experience has affected my health and I am under 2 doctors care because of repercussions to my hand of having to deal with unpacking things that were not moved in place. I was unable to load pictures.

  Business Response

  Date: 04/11/2024

  In addition to managing the crews performing our work, our operation manager is also responsible for following up with clients when concerns are expressed. He and all of our moving crew leaders have the authority to make financial concession offers when items are damaged. Following this move, he conversed with this client through more than 100 texts and phone calls. He personally visited this client and on those visits, he told me he did offer a financial settlement. Once it was decided that they were at a stalemate, I stepped in as president of the company to try to bring this situation to closure. Upon meeting with this client myself, she told me that our operations manager had offered a settlement amount which I believed to be inaccurate since it far exceeded our financial responsibility based on state regulations and her choice of valuation. I confirmed with him after that meeting and he confirmed that he had in fact NOT offered that amount that far exceeded our obligation.
  During my visit with the client, I let the client discuss her concerns and show me what she claims was damaged. I asked her and her onsite caregiver questions about the move, what was done prior to our arrival on move day, what was done after we concluded on move day. I asked to speak to the caregiver in the hall to get her perspective. The client refused to let me talk to that caregiver in private, so I dropped that request.  The client did call another caregiver on speaker phone who was there on move day so I could also ask her questions. 
  Although the conversation turned awkward when the client became combative and told me I was lying, evil and the devil, I did my best to bring that meeting to a conclusion with repeated offers of the financial settlement while I made my way to the door and out of her apartment. 
  I am very sorry that this situation has happened. I know the client is under duress due to her medical conditions. I dont believe we have breached the contract nor been negligent. The client text me that she contacted the GA ************************ and that they have taken her case.  She also said she has 3 attorneys who want to take her case.
  I've made a settlement offer which exceeds our responsibility based on **************** regulations.  That settlement offer is still available if she wishes to accept.
  I do not know what else we can reasonably do the satisfy this client.
  

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21455583
  
  I am rejecting this response because: I have witnesses to the operations manager not offering me a settlement. I was never alone with him. My caregiver, that was there on the day of the move disputed his version of events and he became verbally abusive. The caregiver he ordered in the hall was not working on the day of the move and had no knowledge of move. The sad thing is that the move was so bad, we have dishes that are not ours as well as silverware. I would like to return them to the rightful owner. This was the worst move on the planet.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/19/2024

  At this time, I do not have much to add to this discussion. Some of the client's recollections and statements differer from what both my operations manager has told me as well as what I experienced and was told by the client during ********* visit. Any further back and forth will not get us any closer to a resolution.

  As previously stated, I am very sorry that this situation has happened. I know the client is under duress due to her medical conditions.

  I've made a settlement offer which exceeds our responsibility based on **************** regulations.  That settlement offer is still available if she wishes to accept.
  
  

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21455583
  
  I am rejecting this response because:
  My couch was broken as shown in pictures. The fact is I was moved directly across the street.  My kitchen was moved to the wrong apartment. This is gross negligence.
  Sincerely,
  
  *********************