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:08/02/2024

  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.

  Complaint is against MJC Movers who was hired to move a hot ******** of Contract: 4-17-2024 ************** to move hot tub from ******, ** to ********, ** Price agreed: $754 Insurance agreement: Option 1 - $.60 per pound per article (based solely upon the weight of the lost or damaged articles at no additional charge.Agreement: 4 workers & a truck to move hot tub on Saturday 4-20-2024 Issue: At approx. 4 pm, when trying to unload the hot tub, the moving truck's lift broke and they were unable to get it out of the truck. It was already positioned on a 6-wheeled dolly. They sent 2 mechanics to our location to fix. They showed up before dark but at 9:30 since the lift was still not fixed, we told them it was too late to try to relocate the hot tub to the dark backyard (and they were not able to fix the lift while they were there). After much ************ with *** including them telling us they would not CHARGE us for STORAGE of the hot tub, a second delivery date was scheduled for Friday, 4/26. When the truck arrived on 4/26(not the same truck, so the hot tub had been moved to another truck), the hot tub was tilted up on the dolly with the hot tub doors open and facing down. It was not tethered down flat on the truck floor as would have been appropriate for transport. The hot tub was actually resting on the open doors. Trim piece on 2 corners were hanging free. Inside the tub (down under) the heater had come loose and was displaced. Clearly damage had been done. I asked to speak with the owner so I could discuss damages. They refused and *** said he would discount $100. Breach of Contract Did not provide 4 movers (only 3)Did not deliver the hot tub on agreed upon date of Saturday, 4-20-2024 Did not provide good customer service (including lying).Damages incurred:door frame at pick-up residence. hot tub ********* tub trim, two places. inside of hot tub control unit, pipes and structural member.Filed insurance claim with ***.

  

  Business Response

  Date: 08/27/2024

  We are deeply saddened by the unsatisfactory feelings of emotion this client is going through. We want to try and rectify any problems this customer may have. However, to further elaborate on this matter, we had a safety malfunction develop within our liftgate motor that trapped both the customer's hot tub and 2 of our employees on the back of our truck in very hot weather. We had to call a specialist to come out to at least allow our employees to get out safely. The customer's spouse was trying to help, but this customer said she didn't care about our employees only the item. So, when the team of liftgate specialists arrived, they were able to successfully get our employees out, but unfortunately were unable to get the lift gate to open up enough for us to be able to remove the hot tub as well. As a result, we discounted the total payment for the inconvenience for a 3rd time. Also, the specialists felt very uncomfortable as the customer was cursing at us in the office about sending out hispanics, and it made everyone feel extremely uncomfortable. Be that as it may, we still continued to try and take care of our customer. We had to bring the truck to the shop in order for the liftgate specialists to safely work on the liftgate while the hot tub was strapped down inside to the truck. The hot tub was made in the mid 90s and was very old, but appeared to be in decent shape given its age according to the photos that were sent to us at the time of booking this project. However, all of the water was not drained out of the hot tub lines before we moved the item that we could not see which caused some internal moisture to be present without being able to visibly see it. This was discovered after we repaired the liftgate's hydraulic pump and was able to come back out and unload the hot tub. The hot tub was very light due to its age, which made it easier for the crew to finish the job, but the crew stopped by a store close to the customer's house and started getting the hot tub ready to be unloaded safely and discovered water coming out of the hot tub. They had to re-transition the hot tub or they would have faced a bigger challenge unloading the item. They had to rock the hot tub across the front yard on a slight incline to get it safely where the customer wanted it. We understand that we had to reschedule the project, so we gave the customer a $100.00 discount. For these hot tubs we charge $950 to move them due to the age and uncertainty of the internal conditions, but agreed to do this for $750 at the time of booking. Altogether, we took off $300.00 for this customer. We then offered to cover the visible issues that the customer filed a claim for based on the free insurance option she selected, which covers 0.60 cents per lb per article. She declined. We go by the ********* of Public Safety rules and guidelines, which by law, regulates how we can charge, how we can provide insurance coverage options, and how to handle any insurance claims. We have tried to assist and alleviate any and all issues with this customer, but the last conversation that we had, was a very negative conversation involving racial slander made against the specialists that we had to call out to her home. It was very difficult to come to a resolution, and we ran into a problem with being able to communicate. We always want to do right by our customers, but this is a very very sensitive situation that never should have been. The owner of our company is a minority and a hispanic woman, and everything was extremely uneasy and unethical during the last conversation we had when trying to take good care of our customer. We still hope to further assist to show that we do care, and that we do want to do right by all of our customers. We understand emotions get the best of us at times, but we have to be cordial and respectful when it comes to safety, and what was agreed upon in the contract that she signed for and reserved. We still need specific information pertaining to the claim, and would like to do something as long as it is cordial and respectful. We are here to help in any way that we can per the ********* of Public Safety rules and guidelines.

   

  Thank you.

  Customer Answer

  Date: 08/29/2024

  The company's response is full of untruths.

  1)  My husband recued the guys from the truck. There was an opening at the top of the lift when closed and with our extended ladder, the guys were able to climb out within 15 minutes. Video wouldn't load but took screen shots of the video.  They DID NOT send anyone to retrieve the movers from the truck. They sent them to fix the lift which obviously could not be fixed that night.  It took at least another week for them to fix the lift at their own facility.

  2) My husband signed the contract selecting Option 1 of the insurance. Attached.

  3) Our last correspondence was NOT negative.  They told me they had 90 days but intended to have a result sooner.  I followed up via email twice before reaching out to the BBB.  

  4) The only racially motivated comments made was when *** (the person we made the arrangements with) blurted out as a last resort, "you don't like our guys because they are hispanic and black".  As a matter of fact, they were hispanic and black.  Had nothing to do with my concern of bad service. 

   

   

   

  

  Business Response

  Date: 09/26/2024

  We are deeply saddened by the unsatisfactory feelings of emotion this client is going through. We want to try and rectify any problems this customer may have. However, to further elaborate on this matter, we had a safety malfunction develop within our liftgate motor that trapped both the customer's hot tub and 2 of our employees on the back of our truck in very hot weather. We had to call a specialist to come out to at least allow our employees to get out safely. The customer's spouse was trying to help, but this customer said she didn't care about our employees only the item. So, when the team of liftgate specialists arrived, they were able to successfully get our employees out, but unfortunately were unable to get the lift gate to open up enough for us to be able to remove the hot tub as well. As a result, we discounted the total payment for the inconvenience for a 3rd time. Also, the specialists felt very uncomfortable as the customer was cursing at us in the office about sending out hispanics, and it made everyone feel extremely uncomfortable. Be that as it may, we still continued to try and take care of our customer. We had to bring the truck to the shop in order for the liftgate specialists to safely work on the liftgate while the hot tub was strapped down inside to the truck. The hot tub was made in the mid 90s and was very old, but appeared to be in decent shape given its age according to the photos that were sent to us at the time of booking this project. However, all of the water was not drained out of the hot tub lines before we moved the item that we could not see which caused some internal moisture to be present without being able to visibly see it. This was discovered after we repaired the liftgate's hydraulic pump and was able to come back out and unload the hot tub. The hot tub was very light due to its age, which made it easier for the crew to finish the job, but the crew stopped by a store close to the customer's house and started getting the hot tub ready to be unloaded safely and discovered water coming out of the hot tub. They had to re-transition the hot tub or they would have faced a bigger challenge unloading the item. They had to rock the hot tub across the front yard on a slight incline to get it safely where the customer wanted it. We understand that we had to reschedule the project, so we gave the customer a $100.00 discount. For these hot tubs we charge $950 to move them due to the age and uncertainty of the internal conditions, but agreed to do this for $750 at the time of booking. Altogether, we took off $300.00 for this customer. We then offered to cover the visible issues that the customer filed a claim for based on the free insurance option she selected, which covers 0.60 cents per lb per article. She declined. We go by the ********* of Public Safety rules and guidelines, which by law, regulates how we can charge, how we can provide insurance coverage options, and how to handle any insurance claims. We have tried to assist and alleviate any and all issues with this customer, but the last conversation that we had, was a very negative conversation involving racial slander made against the specialists that we had to call out to her home. It was very difficult to come to a resolution, and we ran into a problem with being able to communicate. We always want to do right by our customers, but this is a very very sensitive situation that never should have been. The owner of our company is a minority and a hispanic woman, and everything was extremely uneasy and unethical during the last conversation we had when trying to take good care of our customer. We still hope to further assist to show that we do care, and that we do want to do right by all of our customers. We understand emotions get the best of us at times, but we have to be cordial and respectful when it comes to safety, and what was agreed upon in the contract that she signed for and reserved. We still need specific information pertaining to the claim, and would like to do something as long as it is cordial and respectful. We are here to help in any way that we can per the ********* of Public Safety rules and guidelines.

   

  Thank you.

• Initial Complaint

  Date:10/21/2023

  Type:Sales and Advertising 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.

  On or about 10/13/2023 I scheduled a move for 10/20/2023 with the listed company. Me and my wife spoke with two men within the company to confirm specific details of our move. The company was very misleading with prices, travel time, and their ability to move certain items. The movers arrived later than the scheduled time, advised that they were only allowed to move boxes(no duffle bags) , they could not move my sofa because it needed to lifted over the patio(the company was advised of this prior to booking), and that it would actually take an additional two hours for 3 men to move a queen **** disassembled), dresser, 30 boxes, and a sectional sofa. When the movers arrived and revealed this unexpected information I declined the service. The men on site contacted their representative and advised them of this and their representative stating understanding and advised my deposit would be refunded. The company refused to take any of my calls and I had to visit their business in person(10/18/2023). In which I spoke to the owner and he stated that the move cancellation was my fault and that my funds would not be returned. I also spoke with the representative who confirmed my move and he denied stating he would return my deposit. Although the mover on site had the representative on the speaker phone and I heard him state that he would issue my refund. The owner stated he would review all recorded phone calls and respond to me within 48 hours. As of this date he has failed to do so. This issue would have resolved if my $104 deposit was returned and the company was honest.

  

  Business Response

  Date: 10/25/2023

  Quamisha,

   

  We are deeply saddened by the dissatisfaction that Quamisha had with our moving experience. We always try to go above and beyond for all of our customer's and give the utmost professionalism and satifaction possible. With that said, we were unable to complete the move due to the customer cancelling the ********************** services once we arrived on site. The client ********, informed our lead ******* that there was a sofa that needed to be hoisted/ lifted over a third floor balcony at an apartment complex, and that there were more items to be moved than what was initially given prior to the original agreed upon estimate. Due to this new update given by the customer, our lead ******* advised the customer Quamisha, that the move would take longer to complete with the additional items being added, and that we were unable to safely lift the sofa over the third floor balcony and we also do not have the equipment to provide those services. We still offered to complete the move with the exception of the sofa unless there were another way to get into the apartment on the third floor, but the customer refused and advised that she was still cancelling. We also offered to reschedule but the customer was still cancelling, and ******** advised that she wanted her deposit refunded. However, it is clearly stated in the contract that was emailed and agreed upon by ******** prior to the deposit being paid, that the deposit is not refundable if the move is cancelled after we arrive on site. We still offered to assist ******** with her move, and she still declined. We hoped that ******** finds our humbled eager desire with the several attempts made by us to help her with her move to be accepted, but ultimately ******** decided that sheno longer wanted our services. If you have any questions, please let me know.

   

  Thank you.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20763780
  
  I am rejecting this response because:

  The company is being dishonest. I never requested that my couch be lifted over a 3rd story balcony. That would be unreasonable to do so. The company is extremely unprofessional and obviously professional liars. If the BBB furthered this investigation and listened to the recorded phone calls between myself and the company the truth would be revealed. Its really disgusting that this company is full of liars and this is why I denied their request to move my furniture after the first incident, when they stated they couldnt move my couch. I advised them that I did not trust them with my move and because of all the lies, misinformation, and manipulation. The company only offered to move my furniture once I advised them I was reaching out to BBB. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/25/2023

  To whom it may concern:

  We deeply regret this moving inquiry set forth by the client. We sent over 7 moving estimates beginning on September 14, 2023 followed by 2 more estimates on October 10th, 1 estimate on October 11th, and 3 more estimates on October 14th, 2023 which were all showing different rates of services and materials that were likely to be needed to facilitate the move in question leading up to the actual move date. Once we arrived on site, we were only expecting to move what was on the inital inventory, but were prepared to move whatever the customer may have needed as long as we were able to do so. However, the estimate initially given was for 3 hours and then we sent over estimates for the 2 hour minimum rate of moving services from Monday through Thursday. With that said it was brought to our moving crew's attention that the customer didn't want to pay for the extra time it would take to complete the move, which would have been estimated for 4-5 hours as opposed to the 2-3 hour estimates. We sent over 7 different emails explaining how the estimates work, and how we charge which ultimately, led to the deposit being paid by the customer. Also, while our ********************** crew was on site attempting to the begin the move for Quamisha, our crew was advised that the sofa needed to be loaded over a balcony on the third floor of an apartment. Our ******* explained how that would not be possible, and that the entire move would be about an hour or 2 longer due to the additional items that were not initially given at the time of the deposit being paid for the booking of the move. The customer came to our shop and told us she refused the move because she was not paying the extra hour or 2 that it would have taken to complete the move (minus the sofa), and she instructed our crew to stay out of her house and not to worry about the move anymore. She had then cancelled. We then tried to offer the customer to still move her items, and she continued to decline while showing us the video of her items that needed to be moved which was in fact a lot more than what was listed on the initial estimate. Due to the fact that we arrived on site, attempted the moving service, and the customer cancelling voids a refundable deposit which is listed inside of the contract at the bottom which clearly reads:  Understanding Your Estimate. We hope everything went well with ********'s move and we hoped to provide her a 5 star service that she deserved as a client. Unfortunately the customer didn't want to pay the extra 1-2 hours that would have been necessary in order to complete the move for her. 

  If you have any questions please let me know.

  Thanks.

• Initial Complaint

  Date:07/08/2023

  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.

  Job No: A3151569 Date: 5/13/2023 $1100 I hired the moving company to assist with disassembling of 2 beds and a sleep sofa, and loading the moving truck at old residence, and unloading and reassembling beds and sofa at new residence. When the movers began the reassembling at the new residence, it was discovered that during the disassembling process, the movers misplaced the screws of the sleep sofa. They remained on the clock while I drove back to the old residence to search for the misplaced screws. Unfortunately, the screws were not located that day. I called MJC movers to inform them and ******* stated they would come out to measure the holes and replace the screws. *** reached out to the office several times and sent several emails over the past several weeks requesting assistance with reassembling the disassembled sofa that has been in my living room in two separate pieces for almost two months. Ive yet to receive an appointment time or any other follow up from MJC movers.

  

  Business Response

  Date: 08/28/2023

  Hi,

   

  We are deeply saddened by the dissatisfaction that ***************** had with our moving experience. We try to go above and beyond with every customer to try to provide exceptional service and make sure our customers are satisfied. With that said, with ********************* move, our initial estimate that we sent over had a 2 man crew for an estimated amount of time of 2 hours. This was sent to her on the 13th of May and she was booked and moved on the same day. We let her know that she has the option of having her own packing materials on site and that way we could use her material at no additional cost. There were no charges for any packing material used for her move.
  
  On the move date. We started the job at 12:30 pm and didn't finish until after 8:00 pm. The crew lead called us to get the final numbers, and advised the team handed over the remaining hardware to the customer so she wouldn't lose it, which was for the customer's sofa-bed-table that we were tranporting to the new move-in destination. 
  
  
  In regards to her missing hardware, we have already scheduled an in person *** (service) call to come into the home this week which is what was best suited for the customer's time schedule, so we can see what hardware is needed for the customer's new sofa-bed-table that she had just purchased. With new furniture, there's always a risk of hardware not being correct, or even missing. We asked the customer to send over the model number, along with pictures so we can have a visual and a better understanding of what hardware would actually be needed for her sofa-bed-table.
  
  Our goal is never to try to take away from anyone, or have a dissatisfied customer. We know that 1 unsatisfied customer will do much more damage to the business than what earning a few more dollars would benefit the business. And truly we are saddened. We would hope that ***** acceptance for the *** (service) call that we have had scheduled will provide 100% satisfication as a resolution for her claims. 
  
  Please let me know if there is anything further that I can do to assist regarding this matter. 
  

   

   

• Initial Complaint

  Date:05/14/2023

  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.

  I was given two different prices on a move from ************************** 919 ******** ** to ************************************************************. I was quoted a move time of 5 hrs and it took 4. I was told my moving would cost 550 then went to 924. I paid over **** for this move which was less time than quoted. The mover called the company at 1 pm and stopped the clock which according to my agreement is correct, however **** the manager charged me an extra 15minutes as he said the didnt leave from in front of my house until 1:15. I paid ****** deposit which was to come off the cost of the move. He refunded me ****** but over charged me telling me they used 7 rolls of tape. I supplied shrink wrap myself . I was over charged and on top of this a item was broken, my son made 30 years ago I picked it up off the sidewalk this had fallen out of a crate which was closed. I showed it to the delivery guy he took it from me and never gave it back. I asked him again for it he said he would get it, I never got it back.nI spoke with the Manager **** after the move and the driver my-item was never returned. Total negligence on the part of this company. I do not understand this and if it was in the toolbox as I was told why it was not given back to me? I had asked several times. This company handled everything carelessly not to mention over charging me. The regulations given to me say nothing about being charged when they l leave the driveway. I have not received emails or a call from this company. Where is my item? Cup? Made by my son n elementary school?

  

  Business Response

  Date: 07/24/2023

  ********, 

   

   

  We are deeply saddened by the dissatisfaction that ******** had with our moving experience. We try to go above and beyond with every customer to try to provide exceptional service and make sure our customers are satisfied. With that said, with ******************************* move, our initial estimate that we sent over had a 4 man crew for an estimated amount of time of 6 hours. She claimed that she had received a quote from 2 men and a truck for $500.00 for 5 hours of labor. We told her that realistically the best deal that we could provide her would be the hourly rated estimate for a 5-hour move with a 3-man crew which had an estimated cost of $924.00 before packing materials. This was sent to her on the 19th of April and she booked on the 20th of April for that quote. We let her know that she has the option of having her own packing materials on site and that way we could use her material at no additional cost.

   

  Every day we do an outbound count of how much material comes out to a job and how much is used and what actually comes back. According to our records, we actually used about half a roll of shrink wrap that we did not charge for. The tape was charged correctly. 

   

  On the move date. We started the job at 8:45 and charged until 2:00 pm. The crew lead called us to get the final numbers at 1:04 pm because they were bringing the last item off of the truck. We were still working, our end time was 1:15 pm. We didn't leave until past 1:15 pm. We refunded her $115.50 because that is what the hourly rate that ******** had of $154.00/hr for the 45 minutes that we didn't work. 

   

  In regards to her damaged item, We are not responsible under the Bill of Lading Valuation Addendum option that she signed for items that were PBO, CU. Packed By Owner, Condition Unknown. We did however try to do an investigation to see if we could retrieve or repair the damaged cup but the cup was placed broken in the tool bag of one of the movers who wasn't aware of why the cup was placed in his tool bag and he threw it away by the time that our office was made aware of the damage. 

   

  Though we don't have to refund back for the cup, and we did not want to offend her with an offer for the cup because we understand that the cup holds sentimental value higher than what the cup would actually be worth. We are willing to offer her $10.00 for the cup.

   

  Attached below is documentation of everything that is stated on this email. from the **** contract, the estimates that were sent to her prior to her booking. The material log for that date that shows what we used and what came back to our office. 

   

  Our goal is never to try to take away from anyone. We know that 1 unsatisfied customer will do much more damage to the business than what earning a few more dollars would benefit the business. And truly we are saddened. We would hope that ******** could accept this as a resolution for her claims. 

   

  Please let me know if there is anything further that I can do to assist regarding this matter. 

   

   

   

  
  

   

  --

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

  MJC Moving & Storage

  General Manager

  ************ - Direct

  ************ - Office

  Customer Answer

  Date: 07/24/2023

  This chair was brand new and it has a slit in the back from the movers not to mention dirty  This was noticed after I filed this complaint. Nobody else could have done this to the chair, I bet your not responsible for that either? I just bought this office chair. That CUP was in a closed tote with a lid which tells me they mishandled my belongings. I called the mover ASAP about that, the guy driving the truck as a matter of fact not days later that day. Regarding the quote it was less then I paid and was quoted the first time by another person in the office. ******* increased it. I am not satisfied and ***** for that cup is nothing you could not replace that with money and yes, it is insulting not to mention this should not have happened. I would never use this company or recommend them. The charge in total was over ***** not 924. They were done at 1:00 pm and the driver told me he was calling in to stop my hourly charge. However that did not happen they still charged me. 

  

  Business Response

  Date: 08/16/2023

  ********, 

   

   

  In regards to any damaged items. We are obliged to react based off the Valuation Addendum option which was selected prior to ** loading any items into the truck. The option selected was option 1 which gives the client 90 days from the date of the move to submit forth a claim. Though the time has passed for you to submit your claim. I offer that you do and we may still satisfy the claim based on the information provided by you. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20057728
  
  I am rejecting this response because: the company needs to provide me with a claim form . I honestly do not want to deal with this company. So the claim for he is going to give me needs to be sent to me through the BBB. That company ruined my chair and they need to make good on that chair
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business Response

  Date: 09/20/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that Mediation is necessary.

   

  Our goal is never to try to take away from anyone. We know that 1 unsatisfied customer will do much more damage to the business than what earning a few more dollars would benefit the business. And truly we are saddened. We would hope that ******** could accept this as a resolution for her claims. 
  
  
  Please let me know if there is anything further that I can do to assist regarding this matter. 

  Regards,

  MJC Movers and Storage

• Initial Complaint

  Date:08/10/2022

  Type:Product 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.

  July 16. 2022. I paid MJC Movers LLC $935.25 for 5.5 hrs of moving work from storage to home. I reiterated to the 3.men to be careful with my glass table top ( pool table dimension) and the 2 marble bases. They dropped my table breaking a 1.5 in thick shard from the edge of one of the shorter ends. The men said they will take the table back to their warehouse to repair. Since then I am the one who has to call to get updates *********************,GM never has any information for me and even told me he could keep the table for 90 days. He told me the vendors he's contacted state they can not repair it although he won't tell me who the vendors he has contacted are,or when he took the table to them ( 2xs according to **** (mgr) and 2 emails but he doesn't know who the vendors are. I contacted a vendor with pictures of the damage and they said repairs seemed plausible and could I send up close pictures. I called ****** and asked that he send close up pics and include me in email, he said he would and did not. **************** (mgr) has no info for me, he always says I have to talk to ****. He doesn't even know the owner. I was told my compensation for damage would be " 120 something" based on weight but they don't know how much the table weighs. I asked for a Claim form and was sent a blank DOT claim log. No file number, comp. header, nothing. It looks like form you could make on WORD. When I asked **** to explain it he can't. I asked for Claim number he told me to put in 1. I just want my table fixed. They've had it for almost a month and I don't trust they ever tried to get it fixed. They just want to give me that piece of change check knowing their error is worth much more than that. This feels unethical and definitely unprofessional. I will never trust ***** list to reccomend a vendor. They should vet these businesses better. BEWARE. IF THEY BREAK IT, IT WILL BE YOUR LOSS UNLESS YOU HAVE MONEY TO BURN. I unfortunately don't.

  

  Business Response

  Date: 09/21/2022

  First I would like to say that I am deeply saddened at the fact that this situation escalated up to this point. When the damage originally occurred and the crew brought back the piece of glass to our warehouse we did it with ********************* best interest at heart, attempting to go above and beyond what we legally have to do. Quickly we found that it was going to be a very tough task. Inittially, we have a contact in the glass business where we take our glass damages and, once the glass piece arrived to him, he said he could not cut the glass without risk of compromising the entire glass and that the only route to explore would be to replace the entire glass. Afterwards we also tried with Glass Doctor who said the same thing. Attached I have a quote from Glass Doctor which was the second place we took it to who said they would not agree to cutting down the glass but instead suggesting replacing the entire glass. We were still in the midst of trying to inquire with more locations but ***************** urged us to bring the glass piece back. We would not have a problem with replacing the glass, if that was the insurance option that ***************** had selected on the date of the move. Instead she selected the option which gave a coverage of .60/lb. That is actually under the evidence that she provided. That refund has already been reimbursed for the weight of the glass. And this claim should be closed.