Complaint Category: Improper or inferior service
Complaint: Peachtree Movers crew damaged our nearly new king sized mattress when they dropped it down the stairs while moving it (my husband and I witnessed this happen). Even though we paid hundreds of dollars for damage insurance, Peachtree Movers owner, *** ********, casually denied our damage claim because the crew will not admit that the mattress fell down the stairs. Peachtree Movers damage insurance is a total scam. During the move, my husband and I witnessed our mattress get stuck in between the stairs and the ceiling. Then, the mover at the top pushed it so hard to dislodge it that when it got loose it flew down the stairs and hit the mover at the bottom, pinning him against the wall. There was no visible damage to the mattress, but when we got in bed that evening we noticed that the side support of the mattress no longer provided support (i.e. you sink way down when you sit down). It was clear that the mattress had been damaged in the move because the side support of the mattress was perfectly stiff the night before. Peachtree Movers denied our damage claim without coming out to inspect the damage and without speaking to us about it. I called and explained to the owner, *** ********, how my husband and I witnessed the mattress fall violently down the stairs. He again denied our claim because the crew members claimed that the mattress was not dropped down the stairs, nor was it moved in any manner that would have caused damage to the mattress.The way that this damage claim was so casually denied is downright fraudulent. The crew members claimed that they did everything by the book and then our claim was denied, despite the fact that we saw them drop the mattress. The crew members have incentive not to admit to damage because it comes out of their pay (as one of them explained to us during the move). Peachtree Movers damage insurance is a total scam.
Product_Or_Service: Full Value Protection Loss/Damage Coverage
Initial Business Response
Contact Name and Title: *** ********, owner
Contact Phone: XXX-XXX-XXXX
Contact Email: *****
Peachtree Movers has received the complaint from the BBB. We regret that we have been unable to satisfy Ms. *****'s requests, but we have made good faith efforts to address each complaint. As soon as Ms. ***** sent her damage claim form in stating the damage to her mattress we asked her for pictures and interviewed the crew. We asked the crew how the mattress was moved and how this damage could have happened. We have standard moving procedures that must be followed in order to insure that no damage to a mattress can occur. It was determined through the crew interviews that the mattress was wrapped and carefully moved without incident. At that time we sent the customer a letter explaining that because there is no external damage to the mattress and it seemed that our moving procedures were followed the mattress claim was denied. Ms. ***** called Peachtree Movers after she received the letter and spoke to the Owner about the process of denying the claim. For the first time in the claims process she stated that the movers dropped the mattress down the stairs. Each member of crew was interviewed by the owner and asked more questions about how the mattress was moved and as well as the claim that the mattress fell down the stairs. The crew was certain that the mattress did not fall down the stairs. Another fact also considered is that the customer did not note any damage to the ceiling or walls that inevitably would have occurred had the mattress been wedged in the stairwell and dislodged with such force. After a thorough examination the decision to deny the claim was reconfirmed. In her BBB complaint Ms. ***** stated that the crew members have an incentive to not admit to damage because it comes out of their pay. Peachtree Movers crews are responsible for a small portion of claims because it helps keep a high level of care given to our customers belongings. The supervisor that ran Ms. McVays job is the top supervisor in the company and he has worked for Peachtree Movers for 29 years. He has always been willing to admit if he or his crew makes a mistake. One of the 2 people who carried the mattress down the stairs has worked for Peachtree Movers for 24 years. This employee also has a reputation of being honest and trustworthy. Peachtree Movers must rely on all the available information relating to a claim. In this case the customer presented the company with a claim where there was no visible external damage visible. The company did a full investigation to determine if the damage could have occurred due to the move and based on all the facts it was determined that no responsibility would be taken for this claim.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the settlement offered by Peachtree Movers will not cover the full replacement cost of our damaged mattress, in the interest of resolving this issue, we will accept their offer. It is unfortunate that the movers are not telling the truth about dropping and damaging our mattress, but the business owner is doing the right thing by offering to help pay for the mattress they damaged and at least partially honoring the damage coverage insurance we purchased.
Final Business Response
Ms. *****'s claim that Peachtree Movers dropped her mattress is adamantly denied by our movers. Our company takes the position that we have no responsibly for her mattress. In the interest of resolving this Peachtree Movers will offer Ms. ***** the replacement cost of her Sterns and Foster mattress minus the deductible. A quick Google search will reveal several mattress companies that have the mattress new and in the box. The price is $1,512 minus her $300 deductible is $1,212. We are willing to send Ms. ***** a check for $1,212. This is our final offer.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.