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Business Profile

Piano Movers

Walter Piano Transport

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Piano Movers.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    My husband an I hired Walters piano to move our antique mint condition square grand piano from **** to **************. We utilized them for storage as well until our new house was complete. Upon request for delivery they increased the "delivery price" by $1000 from the estimate saying things change and the increased cost was because the quote was at the time of pickup and that was 4 months prior. I asked the local movers when they brought the piano and they said they have not increased costs. You have no choice but to pay the increase if you want your piano Walters knew the stair numbers from the start. On top of that they make you pay before delivery, so if there are any issues you have no recourse as they already have full payment. Somehow they LOST our key slip. How do you loose an over 4 foot piece? I entered a claim that day with pictures demonstrating an intact key slip at pickup. Zero response since then. Won't respond to calls or emails. Please note amount listed below does not include monthly storage charge of $110

    Business Response

    Date: 07/09/2024

    We do apologize for the delay in response to a request for an update on the claim that you submitted to our company in regards to the missing key slip. We received the claim on June 26th and responded within the hour and would ask for 5-7 business days to investigate. Our claims department was closed from 6/28/24-7/8/24 to celebrate the holidays, which was stated in an out of office response to the request for an update. We reached out to the local pick-up mover who packed the piano for us to see if the piece had come out in their facility as this piece on this style of piano does come loose over time. As was mentioned today in our response to the customer, if we are unable to locate the key slip, we will have one made to replace it. 
    In regards to the price that was charged for delivery, the amount that was charged to the customer was directly the cost that we had to pay in order to have it delivered to their new home. It was noted on the original quoted cost that steps would need to be reviewed as pictures were unable to be provided at that time due to new construction. With the addition of more steps along with being able to see the route the piano would need to travel, unfortunately, the cost did increase by $775 from our original estimate. 
    We will be in touch with the customer to let them know if we find the key slip or whether we will have a replacement made.

    Customer Answer

    Date: 07/09/2024

     Better Business Bureau:

    We have had a restoration specialist and tuner out.  The missing piece was wedged in the working part of the cabinet out of view until the piano was partially disassembled.  We do not require anything further. 

Walter Piano Transport is NOT a BBB Accredited Business.

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