Complaints

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• Initial Complaint

  Date:08/28/2022

  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.

  my fully insured (for approx 200-300$) furniture was damaged by apollo but they kept delaying replacement payment then refused. apollo gm was supposed to come twice to see damage but only came once and because move took way over time and services were not completed. allied did a pre-move estimate for move and furniture value estimate. my furniture is from Woodbridge formerly Thomasville and Coleman. Thomasville is well-known and furniture was delivered from Thomasville in Oct 2020 with no damage, perfectly. My then-housekeepers saw coffee table the day before move and it was fine but it was gouged in the Apollo move. movers did tight turns but say full replacement is for if truck wrecks. I want full replacement and to keep my stuff because in agreement they did not say I had to give them my items. Coleman also delivered great furniture with no damage in Dec 2018. damage from Apollo included a broken foot on bedside table. furniture was purchased in sets so I asked for value of damaged sets, $24k. picture of premove bedroom furniture does show a tiny bit of damage to set. it had been moved after Coleman and before Apollo by other movers but set was still a gorgeous 10 and the bedside table foot was fine before Apollo move and damaged upon arrival inspection.

  Business Response

  Date: 09/16/2022

  ******** ***** was a customer of Apollo Moving & Storage on July 17th, 2021. We moved **** ******* household goods only 7 minutes down the road. This means that the furniture and other goods were loaded and delivered on the same day. 

  
  After her furniture was unloaded and set up in her new home, **** ***** signed off on our driver's paperwork, stating that there was no damage to her residence or any of the furniture/goods delivered. 
  A few days after the move had been completed, **** ***** called our office, explaining that there was damage to her furniture. Despite the customer previously signing off on our waiver stating that there was no damage to any of her furniture, we decided to send our General Manager out to her residence to inspect the damage. 

  
  The General Manager arrived at the residence and evaluated the damage that **** ***** showed him. He did notice some light scratches on some of the furniture and told **** ***** we would be in contact with her about correcting the scratches. 
  Anytime we have a customer claim that we damaged furniture, our insurance company requires that we send out a furniture repairman to evaluate the damage. The repairmen give us an estimate on how much it will cost to restore the furniture to its original state. If the repairmen decide that the damage is too severe, they provide us with an estimate to replace her furniture. 

  
  When we contacted **** ***** to set up a date and time for our furniture repairman to come to her home and evaluate the damages, she refused. **** ***** was not interested in having her furniture repaired. **** ***** wanted a cash settlement for the damages, and she also wanted to keep her furniture in the condition it was in. 

  
  We explained to **** ***** that we are not able to settle the claim unless a furniture repairman could come and evaluate the damages. Our insurance company advised us that no cash settlement could be made without an evaluation. And even after evaluation, before a full replacement cash settlement could be made, the insurance company would have to take ownership of her damaged furniture. 
  We set up 6 different appointments with the furniture repairman, and each time we called **** ***** to confirm the appointment she had a different reason as to why the repairman could not come on that specific day. After many unsuccessful attempts to resolve this issue with the customer, we had to terminate the claim as it was more than 8 months old. 
  

  ALLIED 
  Agent for Allied Van Lines 
  

  
  

  Customer Answer

  Date: 09/17/2022

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

  NOTES:  they did not complete unpacking or removing plastic from furniture as it was very late in the day.  they said before they left their GM would stop by the Monday after the move.  They said that the day of move because we had problems like I had to pay them more.  I did not agree to their wording for sign off on forms because they wanted to make it sound like there was no damage and no accident.  I did not observe an accident of the truck hitting anything but I felt they took very tight turns.  I did not say there was no damage.  I think GM Tyler wanted to use a paint marker on my furniture but realized it was inappropriate.  He came once and was going to come again but failed to.  I do want replacement as the furniture is damaged and I don't think they can bring it back to best condition and it was bought in sets.  I want to keep mine because they did not say in discussion I wasn't allowed to.  I love it and bought it outright from the furniture stores.  I also need it.  I am 4'9" to 4'11", somewhere in there, and I can reach dishes in the china cabinet but the kitchen cupboards are too high for me to reach, for example, and I need to sit up while digesting food and after certain medications.  Closets are high for me too and I have osteoarthritis in my tibiotalar joint which affects stability and back as well as back pain. I did not say their furniture repairman could not stop by but want replacement.