1) Forced to have stair banister removed at a cost of $400, and
2) Receiving no or conflicting responses to inquiries about broken glass tabletop.
On July 22, 2014, my furniture was delivered. The movers moved a very heavy and bulky triple dresser upstairs to a bedroom, but refused to move equally or even less heavy and bulky home office furniture. I was required to have the stair banister removed --- supervisor xxxxx. was very abrupt when asked why they were able to deliver the dresser upstairs but not the home office furniture, nor did he offer any assistance in finding an individual or company to do this. After I found someone to remove the banister, the movers moved the home office furniture upstairs. My additional cost was $400 due to the refusal to deliver the home office furniture unless I had the banister removed.
Also, on July 22, 2014, I was told by the supervising mover,xxxxx, that some time subsequent to picking up my furniture the week before that Matthews Moving had broken a glass tabletop and lost the rubber plugs on which it rested. He told me that a replacement had been ordered and that he would deliver it to me when he returned to move the home office furniture upstairs.
When the movers returned on July 23, 2014, to move the home office furniture upstairs, I was told that the glass tabletop and rubber plugs were not received and to call Matthews Moving for information about it.
Since July 23, 2014, I have made numerous telephone calls to Matthews Moving in an attempt to learn when they would deliver the replacement glass tabletop and rubber plugs. My calls and voice messages have largely been ignored, and, when I was able to get a response, I received conflicting information from xxxxx, the claims person, and from xxxxx the supervisor. xxxxx told me the tabletop was to be picked up by Matthews Moving on Tuesday, July 29th, and delivered to me no later than Wednesday, July 30th. When that didn't happen, I called back, but once again didn't get to speak with anyone, but rather it was relayed to me from xxxxx. that it would be "several days" before I received the replacement tabletop. Calls to xxxxx have gone unanswered.
Given the poor customer service I have received from this company, I am shocked that the BBB has rated them so highly!
I simply want to receive the glass tabletop and rubber plugs, and to be spoken with about it in truthful and polite terms.
Given that the removal of the banister wasn't necessary, I really should receive reimbursement of the $400 it cost me, but I am not so naive as to expect that!
Mr. xxxxx glass piece was ordered immediately but unfortunately it is not ready at this time. The glass company that is making it, has informed me they will contact me as soon as the piece is in. I have spoken with Mr. xxxxx several times and told him that it is not ready but I will have it delivered along with plugs the day that it comes in. In regards to the office furniture........We can not help that the home did not accommodate the moving of the office furniture. Office Furniture & a dresser are two different kinds of furniture and are not capable of being moved in same fashion. We are sorry that he incurred an expense in getting this furniture upstairs, but was out of the control of Matthews Moving Systems, as we did not want to cause damage to his furniture in order to move this furniture without the banister being removed.
(The consumer indicated he/she DID NOT accept the response from the business.)
I dispute the statement that I was spoken with "several times". Since filing the complaint, I have been called exactly twice. The first time was on August 6th during which I was told that the glass would be ready and would be delivered with the plugs today, August 12th.
At 5:15PM today, August 12th, the replacement glass was delivered; however, I was told that they were still looking for the plugs and they would be delivered at some unknown future date.
I also dispute that the home office furniture could not be "moved in same fashion" as the triple dresser. As stated earlier, the triple dresser which was moved upstairs with no problem, is longer, bigger, and heavier that the home office furniture; however, as stated earlier, I have never believed I would be reimbursed for the sizeable and unnecessary expense of having the stair banister removed.