Complaints

This profile includes complaints for Wayfinder Moving Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wayfinder Moving Services, Inc.

  75 Comet Ave Buffalo, NY 14216-1710

  
• 

  Wayfinder Moving Services, Inc.

  5035 Route 60 Sinclairville, NY 14782-9731

  
• 

  Wayfinder Moving Services, Inc.

  3395 Orchard Park Rd Orchard Park, NY 14127-1618

  

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:11/12/2024

  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.

  We moved from Florida to Orchard Park, Ny in July, 2024. Our items were delivered wet, some bookshelves were destroyed. One of our suitcases had clothes in it, they were all wet.
  Then things turned worse. We were missing 5-6 boxes. Most of all the items that were in our Florida garage. Jigsaw, electric drill, screwdriver, all painting equipment including Long handled pole for tall ceilings. Books, baseball hats etc. lots of different things. I have called, emailed. A man from the company actually told me he believes me. I’m guessing because I have asked where could these boxes be? The driver who picked up our items told us he had a stop in Fort Myers, FL. I sent an email on August 26, 2024 and asked them to inquire with the Fort Myers people if they had the boxes. The man told me they never inquired until two weeks ago!!! He also said to me who would want your things, I said ME!!! I want my things back. He also told me they had insurance but the insurance company would never believe me as I have no proof. He also told me that moving vans routinely have holes in the roofs from going down residential streets and tree branches poking holes in the roofs. Our boxes were completely ruined from being wet. Also one strange thing. We had four tam folding chairs. They delivered one tan and three black folding chairs. We never owned black chairs. Wayfinder has done nothing to try to make this right. I have begun to replace some of the missing items. This is not fair, I only wanted and still want my items back. The guy said maybe the people in Fort Myers will still find our boxes. I doubt that after all this time. They had a man text me from the insurance company (Eddie Gray). He asked me what day and time was good to talk to me. I said last Thursday afternoon or all day Friday. He called at 8am on Wednesday. My ringer was off and I wasn’t home. It was also a FaceTime call. He never told me that. Please help.

  

  Business Response

  Date: 12/04/2024

  We are aware of Ms. ******* complaints. In a phone call we did not feel we were going to come to a resolution that would be satisfactory to both parties. In this type of situation is is best to let a third party deal with the Claim. We have sent the matter to our insurance company. They will look at the facts and liabilities involved and send the customer a settlement offer. This is a process that is not typically super fast but they will work with our customer to resolution. Ultimately, Wayfinder or the customer may not be happy with the results, but it will be the proper resolution to the matter. 

• Initial Complaint

  Date:07/18/2023

  Type:Delivery 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.

  After repeated attempts at resolving the compensation for extensive damage committed by Wayfinders Moving Services, stonewalling my communications with them, agreeing( verbally) to a settlement, reversing the the agreement per false statements to their insurance provider, I have been unable to resolve my complaint to them.
  I am including my initial communication with Wayfinder Moving Service.
  I will be happy to provide other communication and pictures of the damages, should you require it.
  WayfindermMoving Services has ALL of this documentation, as well as a comprehensive, detailed account of all of the damages.
  Aside from the documentation, there were employees in both East Amherst, NY (on the day of the move) and the driver of the moving van that arrived in Millis, MA , that witnessed the damages.

  

  Business Response

  Date: 08/04/2023

  **** & BBB,

  
  

  I will give you the summary of what has happened with Ms. ********* in as much detail as possible. Hopefully it's not too much to digest, but this has been a long difficult process.

  
  

  Ms. ******** scheduled her move on June 10th. She requested some specialized boxes for packing and our salesman, Ron, volunteered to drop them off, and he did so on July 1st. Somewhere between July 1st and July 13th a note was put in our system to bring her some additional boxes, including about $60 worth of free complimentary boxes. We brought those boxes with us on her pack date.

  
  

  Our difficulties with Ms. ********* started on July 13th 2022, the day were scheduled to pack for her. We had scheduled two of our packing crew members to pack only some of her breakable items, mostly dish barrels and mirrors. We had a total of 25 boxes scheduled to be packed and included on her estimate. When our crew arrived they noticed that she was not ready to move and had not packed the items she was responsible for packing. Our crew immediately notified the office. Our sales staff reached out to Ms. ********* to assess the situation and see what we could do to help. What we knew is that she wasn’t ready and had to be out of her home by the end of the day on July 14th. She asked us to finish packing her home for her. We explained that a whole home pack is an expensive service and it will add quite a bit to her bill. She admitted that she had not packed as much as she was planning to and she understood it was going to cost extra.

  
  

  We only charged her our normal rates. We do not overcharge when a customer is in crisis mode, we just figure out how to get the job done. Also, we are regulated so we have to follow our filed rates. The two crew members did everything they could to pack as much as possible on the 13th, even having management bring additional packing materials for the crew. We were not able to bring additional crew members that day, as we were already booked to capacity. We sent 5 crew members on July 14th to finish packing and then load the shipment. Our crew worked late on the 14th trying to get everything done and didn’t leave until after 8pm. We ended up packing over 70 boxes for Ms. Gilfillan.

  
  

  On the load date our crew was reporting back to us that Ms. ********* was becoming difficult to work as it was getting later in the day. I believe she was trying to finish the open wine bottles that we were unable to pack for her.

  
  

  When it came time to pay the bill prior to delivery, Ms. ********* became upset with how much the packing cost. We had explained in great detail that it would be extra and she did not have a problem with that until the packing was done and it was time to pay the bill. In an effort to provide good customer service and appease her we credited her bill for $877.50. This is not something we had to do, but chose to do, trying to show some compassion for her situation.

  
  

  We don’t have any notes for damage at delivery. Then on July 21st, Ms. ********* notified her salesman Ron that some damage had occurred during her move and she wanted to file a claim. A claim form was sent to her on July 21st at 2:04pm. Moving companies are required to have a written claim form filled out and placed on file prior to settling a claim per DOT regulations. On July 31st, we received an email with photos of damage and a list of complaints. (This is the same info Ms. ********* has sent you the BBB) The claim form was not filled out and there was no request for compensation or breakdown of value of items. At this time we called Ms. ********* and let her know she needed to fill out the claim form.

  
  

  One of the Items Ms. ********* was particularly upset about was the labeling on one of her boxes. We had packed a couple of framed Diplomas into a mirror box and labeled it with “diplomas.” Our packer then drew what I thought was a well done and cute stick figure in a cap and gown holding a diploma. Ms. Gilfillan, felt that this was inappropriate and unprofessional. Moving is one of the most stressful things people go through, especially when going out of state. Part of our culture is to try to make moving as stress free as possible and get the customers to smile a little, I felt that our packer embodied our culture with the stick figure and I commended her on it.

  
  

  On August 4th, we received an email from *** ******, Chief Marketing Officer of **** Real Estate. Ms. ********* was referred to us by **** Real estate andMs. ********* had made a complaint with her agent at ****. **** Real Estate is our closest referral partner and we do moves for their customers, agents, and directly for **** Real Estate itself. This is a situation we wanted to resolve as they are a great relationship for us. We have been able to continue our relationship with them because of our great customer service and responsiveness to issues. I attached a copy of my email response to *** laying out the process for Ms. ********* to complete her claim if you would like it for reference.

  
  

  On September 19th, *** emailed me again letting me know that Ms. ********* had sent an email directly to ***** **** about this matter claiming she had not heard back from anyone at Wayfinder. I then called *** to discuss the issue with him directly and he understood where we were at in the process.

  
  

  On September 20th we received a voicemail from Ms. ********* asking for an update on her claim. On September 21st, we were able to connect via phone and spoke with the customer and explained that we needed the claim form filled out and that we had not received one from her yet. We asked if she needed another copy sent, and she said she had the claim form but was not sure how to fill it out so she didn’t do it. At the end of the phone call she said she would fill it out and send it in.

  
  

  In November we received a letter from Ms. *********** lawyer demanding resolution to this issue. While working with the lawyer she said we needed to pay $6,000, which was the first time we had been given a dollar value for what Ms. ********* was requesting. At this time we still had not received a claim form or an itemized list of damages or other request for compensation.

  
  

  At this point in time, we sent the claim over to our insurance company even though we did not have a filed claim form. Up until this point we were not sure if the amount would be low enough that we could settle it in house without getting our insurance company involved. When a demand for $6,000 was made, it put it at the level that our insurance company needed to be involved.

  
  

  Our insurance company conducted their investigation and sent a letter to Ms. *********** lawyer on 1/25/23, we have attached the letter from the insurance company. Ms. ********* had gotten a number of items repaired before we had opportunity to inspect them, for this reason the insurance company denied the claim on these items. At the same time they made a request to her lawyer to set up a time where the insurance company could send a rep out to inspect damage to the items that had not been repaired yet. That request has remained unanswered since January.

  
  

  There is a lot of fraudulent damage claims in the moving industry. I can’t tell you how many times I have sent a piece of furniture to be repaired and I get a phone call from the repair shop telling me we did not cause the damage. Many times I am told there are multiple layers of furniture polish in this scratch, it's old. Since we can’t convince our customers of this, we go ahead and repair it for them anyway, knowing we are not at fault but prefer to preserve our reputation. Our insurance company specializes in moving companies and are well aware that large claims like Ms. Gilfillans need to be investigated and inspected by and independent inspector.

  
  

  Our insurance is still willing to pay out on this claim if they can be given the opportunity to inspect the items. We, at Wayfinder, are still willing to pay some level of compensation for damages above and beyond what the insurance company is willing to pay if necessary. We understand that we likely caused some of the damage, but we don’t believe we caused all of it. We would like the opportunity to address that but have not been given it.

  
  

  Ms. ********* can easily resolve her claim by following the process with a simple claim form or setting up a time for items to be inspected. We feel as if she wants to bully us into paying a large claim by attacking our character with ****, a Lawyer, Call for Action, and now the BBB as opposed to giving us the opportunity to resolve the issue appropriately. We have spent a long time building our reputation and care about our customers. Wework hard to go above and beyond for our customers. We feel like this is exemplified by how we worked to get her out of her house on time, gave her free boxes and $877 of free packing services. We absolutely do not claim to be perfect but we do stand behind our work. I also think that we should have done a better job following up with Ms. ********* and reminding her continually that she needed to fill out the form. She often had to prompt us for an update. In my teams defense we were awaiting the claim form before taking next steps, but we should have something that catches a delay in the return of the claim form so we can reach out and check on the status with a customer before time slips by.

  
  

  When a customer is not willing to fill out a claim form asking for pictures and values, and they refuse to let an adjuster look at their damages, it usually means they are trying to hide something or the claim request is not as it appears. We are very concerned that we are not responsible for all the damaged claimed and that the amount requested is well beyond what is necessary for any damage we may have caused. If we were able to properly inspect the items and were able to determine in was all us, I would have no problem paying this claim.

  
  

  I am hoping that the information we have provided you shows that Ms. ********* has had many opportunities to have had a different result and still has the option for that if she will submit to a visual 3rd party inspection of damages. Thank you for following up with me John, please let me know if you need anything else from me.

  
  

  Brian Hasson | CEO
  Wayfinder Moving Services
  Apex moving & Storage
  
  President
  NYS Movers & Warehouseman’sAssociation
  

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

   Moving Service chose to erroneously state the actual facts regarding my move, but to also resort to a character assassination, simply to disguise a lack of professionalism.

  Although I have restored many of the damaged articles, I am willing to meet with a representative from their insurance company, in order to further a resolution to my claim.

  I am able to provide detailed documentation from the initial stages of the move to the delivery of the items in Massachusetts. Also, during the actual day of the move, July 14, 2022, I did have the assistance of four adults, one of which was my real estate agent from **** Real Estate, who witnessed the move.

  Kindly let me know if there is anything else I need to do, other than contact Wayfinder to schedule an appointment with their insurance company,

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ******** *********
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  BBB spoke to the customer and the following was relayed and clarified:

  The insurance company is not responding to me or answering my texts. I have not had an attorney for over a year but the insurance company only stated to me that they "Already responded to your attorney." I have not refused the insurance company from scheduling a time to meet. I would appreciate the business assistance in arranging this.

  
  
  Regards,
  
  
  
  **** ******** *********