Complaints

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• Initial Complaint

  Date:12/10/2024

  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.

  On Monday, November 25, 2024, I reached out to Skyline Movers to swap out two refrigerators at two different addresses. I expressed that both refrigerators were expensive and would require that the doors be taken off to move them out of both properties. I was given a price quote and was told that they would be at the first residence on Wednesday, November 27, 2024 and payment was required after the move. I ask that both refrigerators be insured. The addition cost of the insurance was $14.00.I received a call from **** on Wednesday morning stating that they were running late and would be there in twenty minutes. I was forced to hire three movers because of stairs at the second residence. The three movers arrived, and two of them worked on taking the doors off the frig, as I stood in the kitchen looking on. This refrigerator, the most expensive of the two has four doors. After going back and forward to the truck, they finally got one door off. Then they took the bolts and screws from the second door beneath it. The first mover announced that he could not get the door off because there was a cable running through the door after taking the bolts out. The second mover took over looking at the cable that was running inside the door and decided to forcefully remove the door by pulling it straight up. The door was off. The movers were still not able to get the refrigerator out the door and said that they needed to remove another piece. They didn't have the tool to do so and I refuse to wait for someone to deliver the tool they say they needed. It was clear to me that they were not knowledgeable enough to be handling a refrigerator this expensive. Before they left my home, I noticed a broken part on the kitchen floor. I pointed it out to them. The mover broke the cable when he forcefully pulled the door off. I contacted the company November 29. The moving company will not pay for the repairs because the movers said they NEVER took any doors off of the refrigerator.  

  Business Response

  Date: 01/06/2025

  Skyline's crew came back with details that do not agree with what the complainant has stated.

  They looked at the fridge and started to take a door off. The crew chief told her he didn't have the 

  proper tools. She dismissed the crew.

  Nothing was broken on the fridge when our crew was dismissed.

  We left with out any charge to the customer and no damage to the fridge

  A few days later she calls and tells us she hired another company to move the fridge. 

  It was this other company that handled the fridge that said Skyline must have broken it.

  Again are crew did not dismantle the part of the fridge that she claims was broken.

  Nothing was broken in the short time we were involved with the fridge.

  My crew states emphatically that they did not break anything on the fridge. 

  They've all been here a long time and have been taught to own up and tell us if something was broken on the job. 

  They are not penalized when they cause damage. We train them to be honest and upfront. Just let the office know if something happened. 

  So if we are ever in a situation like this, we know if we are responsible or not. In this case Skyline was not responsible.

  Nothing was broke in short time our crew was there.

   

   

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22668083
  
  I am rejecting this response because:

  This company was in my home Thanksgiving Eve to move the refrigerator to another address for more than an hour total. I can provide a witness statement from my neighbor who witnessed the truck outside of my home for that period of time as well as telephone records showing when they said they were on the way, and the time I called the company stating my dissatisfion.

  The movers removed two doors from the refrigerator. The second door was forcefully pulled upward to remove it from the cable that was inside of the door. After removing the second door, they still could not get the refrigerator through the door. They then decided that they needed to take another part off. That's when they determine that they didn't have the right tool and called to have someone bring the tool they needed to take off the addition piece that was protruding from under the refrigerator. At that point I called the company and stated that they had removed two doors, and it was clear that they were not equipped or experienced enough to move the refrigerator. I refused to wait for someone to drive another tool to my home.I informed them that I needed the doors put back on. 

  They put the doors back on. I inspected the refrigerator BEFORE they left and found a small plastic piece on the floor that obviously had been broken off of the refrigerator. I pointed it out to the *******. He took a picture of it and said he would talk to the owner and let him know. I informed him that IF there was a problem I would reach out to let them know. 

  I called Best Buy, the same day and was able to get the phone number of the company they use to deliver the stores appliances, including ******* refrigerators. I purchased the refrigerator from Best Buy.I was able to hire someone from the company that ******** uses to come the SAME day to relocate the refrigerator. The delivery person arrived and removed the doors, immediately telling me, and showing me that the cable was broke, BEFORE he moved the refrigerator from my home. Again, this was Wednesday evening, the day before Thanksgiving. 

  I call Skyline Movers first thing Friday morning, the day after Thanksgiving to inform the owner that the small plastic piece had been broken off by his movers and the bottom door was broken.

  I paid to have a service person to come out to look at the refrigerator about six days later. He knew what had happened instantly. I called Skyline so the repair person could talk to the owner. I was put on hold for several minutes and then was transferred to voicemail. I left a message and never received a call back.

  I stood in the kitchen the whole time the Skyline movers were there as well as the company that Best Buy contracts with. I saw the difficulties that the three men from Skyline experienced and the ease that the second company moved with.

  Integrity and customer service has unfortunately been lost in business practices. I didn't even receive a good faith attempt from the company to solve the problem. 

  Again, I was told by the owner, that if they paid everyone for everything people claimed was broken by them, that they would be out of business. 

  Dealing with this has caused me a lot of stress, time, and aggravation. I have many more important things to do than make up lies. 

  Sincerely,

  **** Seaton 

   

   

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/10/2025

  We stand by our first response, and there will not be any restitution offered on this complaint. 

   

   

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22668083
  
  I am rejecting this response because:at this point, it is up to the BBB to make a determination. The information I provided is factual. Skyline Movers made no effort to compromise on any level. 

  I appreciate your platform 
  
  Sincerely,
  
  **** ******