Complaints

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• Initial Complaint

  Date:08/02/2022

  Type:Product 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.

  -The date of the transaction was July 5th, 2022 (*** have been July 7th, when I get home I'll check the receipt)
  -The transaction for moving to location was $2875.50 (There was a prior transaction of around $1200 when they picked the housing items up to be moved)
  -The business was committed to provide moving our belongings from one residence to another, with storage in between the pickup and delivery
  -The dispute is that they told us that we didn't need insurance when we asked for it, and then ruined a mattress, couch, and missing items totaling over $3000. They are only sending a $150 check to resolve the issue.
  -Not sure by account/tracking number, but can supply any info necessary

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 8, 2022/08/12) */
  ***Document Attached***
  As we do with all of our customers, we provided Mr ****** with information regarding the additional transit protection (insurance) that *** be purchased over and above our Company's liability (that we also fully disclose.) This is standard practice within the industry. Mr. ****** had a clear choice and he chose not to purchase the additional transit protection we offer. On our paper work we have in bold letters right above where Mr. ****** signed "Company's liability shall not exceed $50 per article or $.60 per pound per complete article whichever shall be less". We put this sentence in bold letters right above where we ask for the customers signature (if they elect not to purchase the additional coverage) to make it very clear as to the expectations if an item is damaged. Furthermore, this was disclosed to Mr. ****** in the initial email we sent him (fourth sentence - third paragraph) with our estimate and additionally again in bold letters on the estimate itself; we sent both prior to moving day. We provide all of this notification in advance of the move just to be very clear as to our liability if the customer elects not to purchase the additional coverage.
  On Mr. ******'s claim form he claimed three items, therefore making our total liability $150. A check for this amount was mailed to him last week. We did also offer to hire a cleaning service to clean his mattress however he declined.
  
  
  Consumer Response /* (3000, 10, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello, the center piece of this complaint is their lead at our house told us not to get insurance, and was offended when we asked about it. The business states they were very clear, I think its understandable that we waited until they showed up and asked about getting it then. If they were very clear, the lead would have reiterated what the document/email stated. If the lead mover of their company was offended that we asked about insurance and advised us against it, that means it wasn't clear to him, and representing the company he gave us 'very clear' advice to not get it. They know this, they are just hiding behind what they wrote on the document/email to cover. Very clear would have been, 'Yes sir we do offer insurance and if anything gets damaged you will want to have that'. We got 'I have been doing this for x years and never had any damage, you don't need insurance, its only for customers that have expensive items (antiques worth over 20,000).' (quote not verbatim). To claim that they were very clear is complete nonsense to any reasonable person.
  
  Thank you,
  Matt ******
  
  
  Business Response /* (4000, 12, 2022/08/25) */
  The fact that Mr. ****** continues to make the argument that he was misled and somehow did not understand what he was signing is what is "complete nonsense". We instruct all of our crew leaders not to push the insurance one way or the other. We spoke with Dante, the crew leader on this job, and he stated that the allegation that he said something along the lines of "he has never damaged anything" is just not true. He also said, from what he remembers, Mr. ****** did not ask any questions at all about the insurance and just signed the paperwork. But let's just assume Mr. ******'s recollection of that day was correct, and Dante did say something like, in all his years of doing this he has never had any damages, wouldn't Mr. ****** have enough common sense to realize that type of statement is likely an exaggeration? Therefore, either Mr. ****** had a conversation with my crew leader, in which my crew leader said he is perfect and has never damaged anything in years and Mr. ****** based his entire decision to decline the additional insurance protection on this statement alone, or Mr. ****** did not ask any questions about the insurance and just signed the paperwork. Either one of these scenarios, in addition to the fact that we cannot control exactly what is said on every one of our jobs, is the exact reason, we put our liability IN BOLD LETTERS right above where we asked Mr. ****** to sign! In addition to the other prior notice the customer received.