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:12/07/2022

  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.

  I hired Streamline to pack my POD on Oct. 30 when I was preparing to move. When the POD was unpacked on Nov. 23 at my new location many pieces of furniture were damaged due to poor packing, not using blankets, etc. to protect my furniture (these were provided for the packers). I called and texted on Nov. 23 with no response, emailed on Nov. 27 with no response, called Nov. 28th and was promised a call back. Emailed more details and photos on Nov. 28th as instructed. None of this was responded to until I wrote a negative ****** review on Nov. 30. I received a phone call within an hour of the review being posted. During the call, which was heated but no foul language was used, they refused to address the issue, denied any responsibility and ignored the photos of the damage stating I had no photo evidence of my furniture or POD prior to unpacking and they didn't unpack it so they won't be responsible. My claim was that proper packing would have eliminated or greatly reduced any damage. My reasoning was ignored and I was told repeatedly that it was the fault of the POD and the unpackers and I was told they would do nothing to compensate me. I sent a final email expressing my disappointment immediately following the call. Shortly after that I updated my review (which included the fact that nobody had reached out for a week) with an addendum. Today, Dec. 5, 5 days after that call with zero additional contact the owner of the co. posted a respond to my review making outrageous claims that I have tried to extort them and threatened their staff. My emails were factual and professional. The phone call, though heated, contained no threats, no harassment and barely touched on my request for a refund due being interrupted, condescended to, and talked over during the call. I strongly believe their bizarre response is an intimidation tactic to get me to remove the negative review since my name is now attached to their claims of threats and harassment.

  Business Response

  Date: 12/08/2022

  
  On October 30th, 2022, **** and ****** were assigned to a labor only POD load up for ******* ********* at *** **** ******* ********* *** *****. The crew arrived at 9:15am (the arrival window given was 9am to 10am) and got right to work. The client pointed out a small pile (less than 20) sheets, towels and rugs that she had set aside for the guys to use as “protection”. Additionally, there were no bungees provided. Please see attachment “quote sent to client” where she was advised in writing via email that 30 plus moving blankets and 10-15 bungee cords were the client's responsibility to provide. 

  In the same attachment (“quote sent to client”) you will see our Terms and Conditions were provided via email. Our Terms state the following: 
  

  Section 4.2.2.1 - Insurance Exclusions 
  “? Any furniture items when furniture pads are not used for protection; based on Customer refusal for Company to use them. For labor only jobs (we do not bring a truck), the client is responsible for providing blankets and straps.”
  

  Section 4.2.2.5 - IF YOU (OR A THIRD PARTY) DRIVE
  “The Company has no responsibility for goods damaged.”
  

  On October 31st, 2022, ******* called the office twice and spoke to our office manager, ********. ******* stated that the load up went well, the guys did a great and she tipped them $25 each. She paid her bill in full with no complaints.

  Later that day on October 31st we emailed her twice, once to send her a receipt and once to ask her about her experience and to request a review; She responded to neither. 
  

  On November 23rd, Streamline received a missed call from *******; our office was closed in Observance of Thanksgiving.

  We re-opened at 9am on November 28th, 2022. At this time, we were made aware of the email, text and phone call that was missed and immediately began an internal investigation into the allegations. The client was informed by ******** when she called on both November 28th and November 29th that she would receive a response from ******. 
  

  On November 30th 2022 ****** reached out to ******* via his business cell phone at 9:43am; the conversation lasted 9 minutes. During that time ****** states that he attempted to explain the above mentioned clauses in our Terms and Conditions. At that time ******* became (in her own words) “Heated”, following the use of extensive profanity and talking over ******. At that time she stated that if we didn’t refund her money she was going to post multiple bad reviews and defame the company online until she was “appropriately” compensated. ******* ended the call by hanging up on ****** without allowing him to finish the explanation. 
  

  In addition to the clauses mentioned above from our Terms and Conditions, they also state the following: 
  Section 2.3.1.2 - Claims
  “For goods which the Company delivers, the Customer must give the Company the completed Claims Worksheet within seven (7) days of delivery by the Company. Company may agree to extend this time limit upon receipt of Customer written request provided such request is received within seven (7) days of delivery. Consent to such a request will not be unreasonably withheld, but consent must be provided in writing by the Company.”

  
  This clause clearly states that claims can only be submitted IF the company delivers the items, in this case we did not (PODs did). Additionally, the section goes on to say that there is a 7-day window to file a claim or to request in writing that the claim window be extended. ******* did neither of these, she waited 23 days to report damage and never requested the window to be extended. 

  
  4.4.3 - Prior, Existing or Post Service Damage
  “Company is in no way responsible for damage to items that were preexisting or occurred prior to the date of the service completion or after the date of the service completion.”

  
  ******* opted to use another moving company to unload her POD, we do not accept liability for any damage that occurred after the date of service. The moving company that unloaded the POD would be responsible for any damage they caused to any items at that time. 
  

  In Summary: 

  Each and every phone call from ******* was answered (during business days/hours). We responded to her complaint after 2 business days and conducted our own internal investigation into the matter. When we tried to discuss the matter with her, she was irate, raising her voice, using inappropriate language and not allowing ****** to even complete a sentence. ******* was loud and continuously cut off ******'s repeated attempts to answer any of the questions that she was asking. She ended the conversation with a threat to defame Streamline and hung up the phone, not allowing for any type of response. 
  
  We consider the matter to be closed. Here at Streamline we pride ourselves on professionalism and going the extra mile, which is why in the past two years of being open we have won multiple local service awards. When we do make a mistake, we are quick to go above and beyond to resolve any issues. The results of reviewing the quote, Terms and Conditions and speaking to our staff and crew members, we can find no evidence of wrongdoing on our part. ******* failed to review the terms and conditions, failed to provide appropriate size and quantity of moving blankets requested and failed to provide bungees and straps as requested. Since submitting this request, ******* has posted a 1-star review on our ****** page, made an anonymous post on ******** and filed a complaint with the Secretary of State in an attempt to receive compensation. We draw the line at intimidatory behavior, verbal abuse and threats with extortion. No further action will be taken on our part. We wish ******* the best on all her future endeavors and hope she finds happiness in her new home. 
  

  
  

  Customer Answer

  Date: 12/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: allegations made by Streamline are inaccurate and untrue. There was no use of profanity during my call. The two times I called the office the only thing I was told was that someone would return my call and no further information was exchanged. In addition, I did not make a complaint to the state until AFTER I sent the BBB request for assistance. Finally, when I was outreached after my POD was packed I specifically stated that while the guys were great while they were here I can't say how well the items were packed until after it was unloaded. I also specified that the blankets that had been left were not used. While I accept that no refund or partial refund may not be forthcoming I do insist that the response to my ****** review with claims of threats be removed. No threats were made to anyone and make such claims are slanderous. Asking for restitution is not extortion and again, my emails and calls were completely ignored until AFTER my ****** review and for the any claim that Streamline had been attentive or appropriate is lie. 

  Regards,

  ******* *********

  Business Response

  Date: 12/16/2022

    Per our last email we will continue to stand by our response. We were quick to respond to every call, email and text you sent. We do not accept your response to be accurate nor true. **** quoted from memory, verbatim, you were “”very happy”” with the outcome of your POD packing. Again, a reminder that you tipped both crew members and even thanked them for their hard work. You asked both crew members to leave you space in the POD so you could fit some extra items yourself, and **** said, verbatim, you were very happy that they could do that for you. You visually saw how the POD was packed and watched our crew members as they did it; with no mention to them at any given time that you were displeased with the service they were providing. 
     You did not provide the proper materials for our crew members in order to protect your items. You were advised to provide 30 moving blankets and 10 to 15 bungee cords, instead you provided less than 20 various sized sheets, towels and rugs. Additionally, there were no bungees provided. 
     As of this time we will not be removing our response from your ****** review. As a therapist working in the service industry, you must know how damaging it would be for someone to go onto ****** and social media and make fabricated statements about your business. We work exceptionally hard to give each and every one of our client’s the utmost satisfaction when it comes to their projects. 
  
  
    As stated in previous correspondence, such as emails and phone conversations, we continue to stand by our response. It has clearly been noted in our terms and conditions of what our company is responsible for in this process when we do not deliver what we have packed. A failure to provide the proper packing materials on the part of ******* ********* does not hold us liable for the damaged goods claimed, especially outside of the claiming window. Furthermore, asking for restitution is not extortion, however, threatening to continue to write bad reviews until you feel you have been appropriately compensated is what we consider to be blackmail (to demand money or another benefit from someone in return for not revealing compromising or damaging information about them), which this company takes very seriously.  We wish you the best of luck and stand by our packing service we provided and the workers that provided said service.

  Customer Answer

  Date: 12/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: there is zero evidence you were responsive to my calls and emails. You responded only after the ****** review was posted which was posted after two emails and three phone calls and one text message. There is no disputing that fact, call logs and email responses are obviously available. Tipping the packers is something I would do regardless because they showed up and did the work and it's the appropriate thing to do. The guys who came were respectful and professional which is always appreciated even if the work was substandard. I provided more than enough blankets, towels, and other items to cover the tables, I provided straps with ratchets, they had (according to them) brought the plastic wrap. They didn't use them. I could not see the stacked tables, etc, as they were behind other items that were  packed. Had they used all of the materials at their disposal my furniture would not have been damaged even if it was jostled in the POD. I stand by that fact. I will leave the rest of this issue up to the DCA. 

   

  Regards,
  

  ******* *********