Complaints

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• Initial Complaint

  Date:09/18/2024

  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: 22305872
  
  I am rejecting this response because:
  I am enclosing pictures to show you what we faced after paying over ******** dollars for movers we thought were professionals.They put tape directly on my furniture and removed paint and finish.
  
  1. There were 4 beds to put together and none were put together right, the master was a king size and the same type as a guest room that was queen the king side parts were put on the queen and nothing was put on the king bed the picture shows just how we found that bed. 
  
  2. My other king hand made sleigh bed was destroyed shown in this picture outside under carport.
  
  3, dining table left on floor not put together
  
  4. broken furniture antique china cabinet all selves broken out and top broken through. 
  
  5. I want to know who their insurance carrier is and contact information.
  
  6. No this problem is not solved I have just returned home after neck surgery. 
  

  
  

  
  Sincerely,
  
  ****** *****ance claim was almost $5000.00 and they refused to pay the money that was claimed and said that not meeting all terms of the contract and the damage caused was only worth $250.00.

  

  Business Response

  Date: 09/23/2024

  In response to the issue Mr. ****** ***** had with our company. Firstly, we would like to apologize to Mr. ****** ***** for the unsatisfactory experience that he had with our company. We aim to satisfy our customers and make sure they have a smooth and peaceful relocation experience with us. We are a fully licensed and insured moving company and we were sub-contracted to relocate Mr. ****** ***** by *****************. We reached at the pickup location with 2 dedicated 26ft trucks and after the trucks were loaded Mr. ****** informed us that the new home will not be ready until the following day and he requested us to hold the truck for 1 more day with us and then deliver the following day. We did the same for him and charged him as per industry norms. When we showed up on the day of delivery at 8.30 AM Mr. ***** was cooperating with us for the initial 2 hours of unloading and guiding our crew where to place the items. We then had an issue with the previous owners who asked our crew members to stop the unloading because the house still belongs to them until 2 pm as per their contract. To wrap the work fast our crew helped the previous owners to get the items out in their trailer so that they can have room to resume unloading of Mr. ***** items. While Mr. ***** was away for 5 hours to visit bank and realtor office, he left his sister-in-Law in charge for the move but she did not coordinate with our crew members and was busy in the living room talking to the old owner and some other relative/friend. Every time when our crew was getting an item out of the truck they tried to bother her and check that which room that particular item belongs to and her response every time was I am not sure you can just set it aside and our grandsons will take care of it and then she was getting back to her conversation. Our crew also tried to reach her granddaughter for the guidance who was in the house and her response was I dont know
  
  Our crew unloaded 2 26ft trucks full of furniture items,Boxes, Totes and has been consistently working since 8.30 AM we did assemble 2 beds, coffee table, Grandfather ***** and couches. Our team did not assemble 2 more beds and 1 dining table and at the end when we exceeded 9 hours of working, we informed her sister-in-law that we would leaving for the day, and we will send our crew back the next day to reassemble the 3 items which would barely take ***** minutes for us. Her reply to that was I would check with ****** if we needed that and if he does, we will let you know when and what time We in fact asked her to come out and inspect the trucks are completely empty before we left and she acknowledged the same. We also showed her where exactly the pieces such as screws and bolts of the furniture was placed in case if they decide to do it by themselves.
  
  We never received a call back from Mr. ****** for setting a time to send our crew for fixing the 2 beds and 1 dining table. Later when we received a call from ***************** about the complaint Mr. ****** has, we immediately responded and provided him with a claim form from the claims company that we work with,and the claims company has been in touch with Mr. ****** and offered a settlement letter and we never heard back from Mr. ****** since then. 

  

  Business Response

  Date: 01/23/2025

  We sincerely apologize to Mr. ****** ***** for his unsatisfactory experience with our company. Our goal is to provide smooth and stress-free relocation services. As a fully licensed and insured moving company, we were subcontracted by ****************** to handle Mr. ****** move.
  At the pickup location, we arrived with two 26ft trucks, loaded them, and were informed by Mr. ***** that his new home wouldnt be ready until the next day. He requested us to hold the trucks for one additional day, which we did, charging the standard fee.

  
  On the delivery day, we arrived at 8:30 AM. Initially, Mr. ***** worked with our crew for two hours, guiding where items should go. However, an issue arose when the previous homeowners informed us that the house was still theirs until 2 PM. To speed things up, our crew helped the previous owners move their belongings into their trailer (Which was not our job), allowing us to continue unloading.

  During the unloading process, it became apparent that your sister-in-law and granddaughter were unresponsive to our crews repeated requests for assistance in identifying which items were intended for specific rooms. Their lack of active participation and communication significantly hindered the efficiency of the operation. It is important for Mr. ****** to recognize that this lack of cooperation from his family members played a considerable role in creating unnecessary confusion and delays during the move. There were 2 females who were engaged in a conversation and we have to disturb them everytime to ask assistance on each item and its location and every time our crew received only 1 response" Set Aside our grandson's will take care" 

  
  Furthermore, the absence of Mr. ***** during this critical phase of the relocation process exacerbated the situation. As the primary decision-maker, his unavailability left our team without clear guidance, making it challenging to ensure that the placement of furniture and other belongings aligned with the intended layout or preferences.
  To mitigate the impact of these challenges, our team proactively offered to provide next-day service with a dedicated crew to assist in organizing and arranging the remaining 3-4 furniture items in their proper locations. This gesture was made with the intention of resolving the situation amicably and ensuring customer satisfaction. However, your sister-in-law indicated that she would consult with Mr. ***** before confirming the arrangement. Despite this, we did not receive any further communication or follow-up from them regarding the matter, leaving the offer unutilized.
  We hope this account provides clarity on the events and the efforts made by our team to address the challenges encountered during the move. Please do not hesitate to reach out if further assistance or clarification is required.

  According to the agreement Mr. ****** ***** signed with ***************** and our Company following the guidelines of ***** Regulations, he accepted a basic liability of $0.60 per pound per item. Our claims company offered him $75.00 as per these regulations, and we also extended a goodwill offer of $250 as additional compensation. Attached is the claim settlement letter from our claims management company.