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:06/17/2023

  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.

  Did not fulfill contract. I paid to have them reassemble the furniture and that was not done. I went to locate the hardware and could not find it. They left a giant jigsaw puzzle to solve in the middle of the living room. If you want to see the pictures y'all can contact me.

  Business Response

  Date: 07/14/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  Per the Federal Regulations Code 49 CFR Part § 370.3 - Filing of Claims: Claims shall not be voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and the Bill of Lading governing the move. §370.3 Filing of Claims: (a) Compliance with regulations: A claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within the specified time limits applicable thereto and as otherwise may be required by law, the terms of the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum filing requirements. A written or electronic communication (when agreed to by the carrier and the shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits
  specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or determinable amount of money, shall be considered as sufficient compliance with the provisions for filing claims embraced in the bill of lading or other contract of carriage; provided, however, that where claims are electronically handled, procedures are established to ensure reasonable carrier access to supporting documents.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 07/14/23 to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage (this includes items not properly put back together), delay, overcharge, and any complaints. All the above can and must be compensated through the claims process as required by federal regulations.
  
  Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ###-###-#### or online at [email protected] 
  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:01/15/2023

  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.

  Primavera Movers was hired to help us move from OH to CA in July. We unfortunatly had a terrible experience with them from a late arrival to many broken items and stolen electronics. We were told that all issues had to be resolved via a third-party claims department. We filed a claim and after 4 months, we received noticed that they did not want to provide reimbursement for the broken items, stolen electronics or reimbursement for the delay although it is specifically listed in the contract. We had 2 TV with 2 sound bars that they packed away. During delivery, only 1 soundbar made it. They repeatedly stated they would look into it but are refusing to reimburse for stolen good. During the move, a mover was carrying a table and dropped it in our driveway. They refused to pay for a repair stating I would have needed to have video evidence of their mover dropping the item. After calling, I was told they would look into it but they having fixed the situation and now won't get back to me. This company should not be allowed to operate.

  Business Response

  Date: 03/10/2023

  Mar 08,2023 
  
  Dear Sir or Madam, 

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. 
  Once a claim is filed it is analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law. The claim was already completed and the customer was sent a settlement including $100 gesture of good faith on top of their settlement to try and resolve any issues the customer may have gone through. Currently, we are waiting for the customer to sign the release form if they accept the settlement offer. Once done, payment can be made. Please review attached settlement offer. 
  For further assistance with their claim the customer may contact *** directly at ###-###-#### or via email at claims@*******.org. Please provide Claim ID ****-**** when contacting ***. 
  Jay A. 
  Account Manager 
  Obo Primavera Movers LLC