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:11/28/2023

  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.

  Detail in issues-On 11/16/23 made arrangement to have Apple Moving to move items from 2 different location and deliver then too one location. They arrived around ****am to start the move.I was present at each of the location, there was 1 ** that was damaged during the move. The ** was removed from the wall and was working. When the ** was delivered to the final location it was one the floor and I picked it up and put it on the wall mount that was already in place and after plugging it in I found that crack in the **. Pictures was sent to Apple and phone call was made the same day they finished the move on 11/16/23 I paid $943.75 for the move, after filling the claim I was total that I was only going to receive $24 for the **. I have used Apple Moving in the past and have not had any issues, that was the reason I used them again.

  Business Response

  Date: 12/04/2023

  It seems a bit premature for ****************** to file a complaint with the BBB as the Apple has not yet settled the claim.  We did advise ****************** that there was no way to know from photos and information given, including interview of the driver, his helper and ******************, where the damage occurred.

  Apple drivers are trained to look at electronic items both before and after the move to ensure no damage.   The television was unplugged and on the floor at origin and was left unplugged and on the floor at destination.  The driver/crew chief on this move noted no external damage to the unit either before or at the completion of the move.  The mechanical condition of the tv is unknown because it was unplugged.

  Pictures of the tv submitted by ****************** show an obvious crack in the lower right-hand corner of the unit, which had been mounted by ****************** after the move. (picture attached).  Because the tv was handled after the move, including mounting it on the wall and because such obvious damage was not observed by either the moving crew or ****************** until he had mounted the tv to the wall, it is impossible to determine how the damage occurred. ****************** did not mention any external damage to the tv frame, which would be likely if the unit was damaged in the course of the move.

  Per  TXDMV , when a claim is filed, the moving company has the option to 1) deny the claim or 2) "cash out the claim" at the rate of $.60/lb/article. ****************** agreed to this limit of liability in writing both at the time he received and approved the estimate in writing (November 13, 2023, copy attached) and at the beginning of the move on November 15, 2023 (copy attached).

  The manufacturer says the weight of the ** is just under 42#, so the $.60 rule would indicate payout of $24.60, Apple advised ****************** of this but has not yet written or sent a check to settle the claim.  
  

  Thank you in advance for your time and consideration.

  *****************, CSM

  Apple Moving DFW

  www.applemovingdfw.com

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  Customer Answer

  Date: 12/04/2023

  I am rejecting this response because:   there was not any issue with my ** when it was removed from the one. The mivers never chdcked the ** before nor after, Im not trying to stick anyone for money, I paid what was asked of me and now that my ** broken I find it very wrong for me to have to pay for something that I didnt cause. I dont agree with the pay out they are offering.

  Business Response

  Date: 12/14/2023

   

  Despite being unable to determine when and how the damage to the television occurred (it was intact at origin and was left on the floor unmounted and apparently undamaged at destination; no visible damage was indicated by customer when he first contacted ********************** regarding this claim, only that it wouldn't turn on after he mounted it), on December 6, 2023, Apple Moving issued check #**** in the amount of $24.60 to ******************. (see attachment #2)

  This represents the movers' federal legal liability of 60 cents per pound per article for an article weighing (per manufacturer) 42 pounds and is a good-faith effort to settle the claim as filed.****************** signed off on both the estimate and the contract for services agreeing to the liability limit of 60 cents per pound per article, (see attachment #1)

  We have subsequently closed our claim file for *******************

  Thank you for your time and consideration, 

  *****************, CSM, 
  

  DFW Apple Moving, LLC

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