Complaints

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• Initial Complaint

  Date:08/09/2022

  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.

  STI moved my belongings from *******, ** to Belmont, ** with a delivery date of 8/7/22. The first question the crew asked when picking up my belongings on 7/29/22 was if I had insurance or not. Im assuming that if I said no, they wouldve taken even less care of my items. I purchased a full value of inventory policy (and the movers were aware of this).The movers were deceptive and abrasive as soon as they showed ** in ************* to deliver my belongings. They were rude to my girlfriend and mother, and showed they didnt have a single ounce of care for my belongings (slamming full marked boxes on the sidewalk and then again on the wood floors). When they brought my 15 month old ** into my new space, they made sure to place it face down on the couch opposed to the ** stand 3 feet away. This was the first instance of deception used by the movers to ensure we would not see the damage to the **. The second instance of deception was when my girlfriend asked to help move the ** into the correct spot, she was told that they would not help do that (as they knew the ** was damaged). Fast forward a few hours later when I am ready to place ** tv on the stand, I flip it over and its shattered. My insurance carrier will now not honor the policy because we did not notate the damage on the signed **** of lading before the movers left. The deception and reluctance to show us the other side of the ** was all part of STIs plan so they didnt have to reimburse for the tv (which was $2,000 new). I would like STI to replace my **.

  

  Business Response

  Date: 08/10/2022

  Unfortunately, the customer who contracted with us was not present himself to inspect the condition of his items at the time of delivery, his mother and girlfriend were there.   His mother and girlfriend requested that our movers hang the television for them on the wall.  We do not perform this service.  As we do have a relationship with the insurance carrier though, we were obligated to unwrap the television and inspect visually prior to leaving the delivery location.  No damages were noted prior to leaving and the television was placed face up by our delivery driver on the sofa.  While we cannot be certain what may have happened, our best guess is that perhaps the girlfriend and mother attempted to mount the television on the wall themselves before the customer returned home themselves, damaged it and thought they could place the blame on us.  Unfortunately we aren't accepting blame here and will not be compensating.  Our lines of communication are very open with drivers and when things like this happen, they report them immediately to our office.  This damage was not done by our company.  

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17693861
  
  I am rejecting this response because our new apartment does not allow us to mount **s, so the driver is not being honest. Secondly, the ** was face down on the couch, not face up. The ask was to put the ** on the stand, not on the wall. The deception was the fact the tv was face down and help wasnt given to move a ** 4 feet to the stand because the crew knew what they did. We paid over $5000 for this service and even tipped the rude crew out of good faith. This is simply bad business practice to a customer who was not only cooperative, but went the extra mile and tipped.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/11/2022

  Unfortunately, just as indicated by moving insurance, you needed to inspect the television prior to the movers leaving. Attached please find a copy of the inventory forms where it states that damages must be noted at the time of delivery.  I'd also like documentation of the fact that both you and your girlfriend called our office repeatedly asking what we were going to do for you for the inconvenience even before you know the status of your claim, as if we owed you money just to be paying you off for some reason.  Again, no compensation is going to be given for this or for how you felt movers talked to your wife or mom at delivery.