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:09/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Moving Day, August 15. 2022
  
  Four Reynolds movers attempted to carry my Steinway Essex Upright piano (approximately 519 -528 lbs) up a flight of carpeted stairs in my new apartment. It is a private entryway (like a townhome) and therefore, there is no elevator. During their attempt to move it upstairs, the left leg got caught in the steps and broke. One of the movers informed me about the incident afterwards and did apologize. He instructed me to file a claim with the company, which I did. When speaking with the moving coordinator (**** ********) later that day, she told me that the movers were not experienced in moving pianos up a flight of stairs. I was not informed about this from the beginning and asked why the movers did not say anything to me. Her response was, "Because YOU asked them to."
  
  My response to her was that Reynolds advertise that they can move any pianos (see below the exact advertisement from their online website):
  
  PIANO MOVING:
  What is your instrument of choice? Spinet, upright, player, electric, baby grand, grand or concert grand piano – Reynolds Transfer & Storage can move them all! Whether your piano is a family heirloom or a recent purchase, our team of specialized piano movers carefully wrap and transfer your piano with precision. You won’t find better piano movers in Madison, WI!
  
  Based on the advertisement, I believed in them to take care of my piano. It did not say that they can't move pianos up a flight of stairs!
  
  Later in an email, **** reminded me that I had already signed an estimate for $.60 cents per pound per article (before the move). In the claim I submitted, I stated that the weight of the piano is between 519-528 lbs.
  She wanted to inform me that the average weight of an upright is 350 lbs and that I would receive $210. I sent her a copy of the piano model with its dimensions and weight to prove her wrong. The estimated repair costs for the upright (includes moving costs) is $3711.

  

  Business Response

  Date: 09/28/2022

  Hello,

   

  The customer did not tell us that it was a 2nd floor stair carry for the piano and our salesperson couldn't visit the residence because it was under construction. Carrying a piano up internal stairs requires a different skillset for our crew than simply carrying it into a residence. Additionally, the customer did not purchase full value protection...but wants full value protection coverage now that there is damage.

  This is the timeline of events:

  - The owner sends Reynolds Claims the claim form for the repair amount of $3711.00. 
  - Reynolds Claims responded to the owner to confirm receipt of the claim form and also to confirm that she understood the contract amount of valuation ($.60 cents per pound). This means that if an item is damaged, the amount paid out is $.60/per pound that the item weighs. The customer had the option to purchase higher coverage. Reynolds Claims also indicated we were seeking an alternate estimate for a comparable estimate to the owner's $3711.00. At this point we did not offer a settlement or indicate that we were going to pay out at either the $.60 per pound or the higher estimated repair amount.
  - The owner then said, I thought you were going to settle the claim at $.60 cents per pound?  
  - Reynolds Claims then sends the owner a claim settlement offer for $.60 cents per pound.  
  - The owner did not respond and placed a complaint with the BBB.

  Customer Answer

  Date: 10/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The sales representative  knew that I was going to be moving to a second story apartment that had its own private entrance.  My personal garage would be below my apartment.  Since the buildings are only 2 stories, and each apartment has its own private entrance, there are no elevators.  Yes, my apartment was under construction but the other buildings were completed and tours were available at that time.  But the rep did not inquire about wanting to see the layout.  If he had asked, I would have also directed him to the community website which offered virtual tours of my apartment’s floor plan (includes stairway).  The sales rep also made a note on the inspection form that 3 movers will be needed for the piano.   When filing the claim, the moving coordinator mentioned that I should  receive a response from the claims department in about 7 days.  I filed the claim on 8/22/22.   On 9/19/22, I sent an email to inquire about the status of my claim since I did not receive any response.   The claims department replied that they have been working with ***** Antiques about getting an estimate (which had not been communicated to me) and that I should send them the estimate.  In response, I stated that I would contact ***** Antiques (who never responded).   Giving it a quick thought, I sent the claims department another email noting my confusion about why they wanted me to get another estimate when I had already submitted an estimate with my claim?   I was told by the moving coordinator that I was only going to receive $0.60/lb.     I just wanted some clarification to what was going on.    In the end, I decided to file a complaint with BBB on 9/20.   Later that day, I received a response from Reynolds stating that they will be giving me a settlement amount of $315 + $50 (Goodwill gesture).  They did not give an explanation about why they wanted me to get another estimate for piano repair.  Since I already filed a complaint with BBB, I felt I should not respond to the settlement, but a check for $365 was sent in the mail.   On 9/30/22, Reynolds informed me that they will be covering the costs of the repair and will be issuing a check  although did not state the exact amount.  The claims department will be sending me the details in a separate email.

  
  
  Regards,
  
  
  
  ****** ********