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:07/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired Lift Moving to move a friend's piano that he was giving to us. The piano was fully functional before it was moved less the left keyboard support which was loose and able to twist. Our friend witnessed the crew put the piano on a dolly causing the piano to visibly bow over the ends of the dolly. My mother was present when the piano arrived and took photos of the keyboard support completely broken off. When I talked to the crew member that night he admitted that he "pulled it the rest of the way off". After that I spoke to a manager. I was told that they were not responsible because I had them knowingly move a "defective" and "used" item so of course it may arrive to its new location damaged. We paid them $600 for the move. The next day, I was able to play the piano and discovered the sustain pedal did not work at all. The move was on June 17, 2022 and I spoke with *****, the owner, on June 20. She was reluctant to offer the route of making a claim to their insurance but finally told me I could send an email with the details to make a claim. She refused to give me the name of the company or any contact information for them and said she would update me every Friday regarding claim status. I wrote the emails and wrote a follow up email asking for an update. I have heard nothing back from this company. I've called 2 other times and have been sent to voice-mail or hung up on. I got someone to answer the phone on July 1st when I called from my husbands phone and he said ***** was unavailable. He told me that she said the claims had been made and they would work on sending me email confirmation that they have been submitted but it would be later in the week since we were going in to a holiday weekend. Today is July 19 and I have had no contact by them regarding a claim status. I had the damage assessed and the estimate is $1,000 to fix the bottom of the piano that is broken thus making the sustain pedal nonfunctional. We fixed the keyboard support ourselves.