Complaints

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• 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.

  My move 03/23/23 was delivered 03/24/23. I paid $2,921.04 with promised Full Value Protection of $30,000.00 with 0 deductible for $279 extra. I paid at least $1300 more than what normal movers quoted to have full value protection because I have all like new things. They damaged my like new desk, brand new dresser, and a stool. After submitting the claim, they sent a repairman to place filler into the dresser crack and dent/scratched desk top. I refused filler and waited for replacement for 3 months. They sent a check for $250 ($50 for scratched stool and $200 for dresser). I paid $658.49 for the dresser (the set was $1316, never used, and is useless to me damaged now).  I asked for 3 people because I have a new piano and heavy items and they only sent two guys. They sent a guy to help with the piano and then he left the two for the rest of my things (resulting in damages). My new dresser is cracked at the base where the leg is and is no longer stable. I can't even sell it to recoup anything. They forged or transferred a copy of my signature to a document that appears to try to lessen their liability stating the desk was already damaged. I’ve included photos of my desk as it sits today and there are zero scratches etc., on the legs and feet still. This big gouge on the desk is new and I took a photo in dismay as the lead guy carried it in. I just want the damages fully covered: the cost of my dresser and desk. $658.49 for replacement dresser (they paid $200), $50 for stool (they paid $50), $446.83 for desk top replacement (they paid zero). I'll forgo getting $150 for the reported wall marks and dents from the guys (they paid zero) and $559 for my blender since I packed the box myself (they paid zero) if they will remit payment immediately for the above. If not, I'd like a full refund of $2,921.04.

  

  Business Response

  Date: 08/18/2023

  We have settled the shipper's claim according to the documentation of the move.  Due to the shipper's concerns, we will review the claim settlement and advise.

  the claim will be reviewed and we will advise the shipper of our determinations, and why we have arrived at the conclusions we have reached.

  Thank you for your time.

  

  Business Response

  Date: 09/07/2023

  To Whom it May Concern:

  The shipper is correct that the photo of the desk (with damage) was taken at destination.  However, the shipper is incorrect that they provided us with this photo.  The photo was emailed to us by the repair firm on Thursday 5/11/23 at 6:56 PM eastern time (see attached).  It is possible the shipper sent this photo to the repair firm and then the repair firm sent it to us, but we definitely received the photo from the repair firm.

  However, the question of where the photo was taken or by whom is irrelevant.  The inventory conditions at origin are an EXACT MATCH to the damage in the photos at the destination (supplied in previous communication).  The close up photo of the desk damage (per previous email) does not indicate fresh transit related damage.  In the normal course of loading a shipment, it would be impractical (very time consuming) to photograph every scratch, ding, chip, dent, stain etc., on every piece of furniture.  Documenting the conditions of the items is one of the main functions of the inventory, and again, the damage is documented, and the photo supports the damage was pre-existing.  

  Any and every moving company would deny the claim on this item under these circumstances.  We respectfully deny any liability for the damage to this item.

  The dresser was inspected by the same repair firm that sent the photos and was found to be structurally sound by them.  It was the shipper that refused repairs (again, insisting that the piece be replaced at full price).

  Due to the shipper's remote location and schedule requirements, it was not possible (nor practical/reasonable) for us to send multiple repair firms for multiple opinions.  This is just as true today as it was on the date of inspection.  The firm in question (Transit Claim Services) has been used by Armstrong Relocation for repairs in the greater Nashville area for many years (per linkedin, they've been in the furniture repair business since 1979... 44 years!).  They are a neutral 3rd party that would stand to make more money by telling us the damage was transit related as they would then receive revenue for the repair.  Again (even included in the shipper's last communication) it was the shipper that refused repair (insisting on full price replacement of the item).

  The claim for damages to this shipper's household goods has been fully and thoroughly addressed, and reviewed a second time in good faith for good measure.  We stand behind our claim settlement.

  Per previous communication, please have the shipper forward us the property damage claim form that we sent.  We are unable to retrieve it from where it was sent through the BBB.

  We consider this matter (the household goods claim) closed.

  Thank you for your time and attention to this matter, and for the protection the BBB provides to all consumers in our area.  There are a great deal of unscrupulous movers in the United States, and the BBB is a great way to avoid the pitfalls that can come while doing business with such a company.  We hope our attention to detail, along with the documentation we've provided, as well as the timeliness of our response(s), demonstrates our commitment to remain in good standing with the BBB.

   

   

  Customer Answer

  Date: 09/07/2023

  I stand by the fact that the large scratch on the desk was caused by Armstrong's movers and something must be compensated for it. ***** came out to my home to repair it already so why would they not just provide me at least what they were going to pay ***** to repair the desk?

  It is the principal that keeps me persisting as I know what tiny scratches and rubs (barely visible to me) were there on my desk that I work on every single day. I'll send a photo attached of the scratches and rubs that were pre-existing and listed in their list. It's so small on the upper right corner where my pencil holder is and I remember acknowledging it with ****** and ******.  These don't bother me at all and are the small and minor flaws mentioned in their paperwork. I would not have taken a photo of him bringing it into my house if it hadn't been completely upsetting to see a large and unsightly dented scratch. I can see where a moving company could easily mark "scratches" on every item prior to the move and get away with not repairing anything terribly scratched by their workers because you couldn't easily prove which scratches were already there or not. Very clever. But very sad.

  I am not satisfied still as I want to at least be paid what they were going to pay ***** to repair my desk. They already agreed to do this. I was with ***** while he inspected my items and the walls and he was only there to repair aesthetics of things. He did NOT open my dresser drawer to see if it was functioning. He looked at the split wood only and described how he would repair it to look better. He did NOT inspect the structure nor did he comment on that. I accompanied ***** through my home and he was a nice gentleman. He said if I don't want filler in my furniture he would tell Armstrong I deny repair and then I'd be paid the amount it would cost to repair. I told him I would try to get replacement as I've had filler in the past 20 years of multiple moves and it never looks good. This is not ideal for me to get cost of "repair", but at least my furniture wouldn't look even worse and I'd have some gesture of goodwill from the company who damaged my furniture. 

   

  As to the dresser, I still need someone to repair it so the drawer works and the structure is sound. I'm at a big loss and need Armstrong to do the right thing.r. I will continue to post reviews in my spare time to at least express my loss and disappointment if this doesn't get resolved in a fair and win/win type manner.