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Steel City Movers LLC

Phone: (412) 440-3667 315 S Trenton Ave, Wilkinsburg, PA 15221 http://www.steelcitymovers.com

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Description

Movers - Moving Services

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Steel City Movers LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Steel City Movers LLC include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Additional Information

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BBB file opened: November 24, 2009 Business started: 09/09/2009 in PA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Pennsylvania Public Utility Commission
PO Box 3265, Harrisburg PA 17105
http://www.puc.state.pa.us/
Phone Number: 800-692-7380
The number is License Not Required.

Type of Entity

Limited Liability Company (LLC)

Contact Information
Principal: Mr. Bryan Ghingold, President
Business Category

MOVERS MOVING SERVICES-LABOR & MATERIALS MOVING SUPPLIES PIANO & ORGAN MOVING MOVERS - OFFICE MOVING & STORAGE COMPANY MOVING ASSISTANCE - PACKING, UNPACKING, ORGANIZING

Industry Tips
Moving

Additional Locations

  • 315 S Trenton Ave

    Wilkinsburg, PA 15221

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  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Steel City Movers to conduct our recent move. The following issues occurred. First, the truck that they brought based on their estimate was not big enough, causing them to make poor decisions on how the furniture should be arranged. I also had to rent a truck mid move to complete it.Second, they damaged an armoire of ours and BADLY damaged our dining room buffet. The armoire was scratched on the top face from something leaning on it and denting and rubbing the finish off. The buffet was damaged because they put a dresser, which was very heavy, legs down, on the top of the buffet. It left huge dents or divets in the buffet and cracked the top.Third, the issue resolution process. Our main goal in the resolution was to get the furniture to as near as possible to the condition that they were in prior to the move. I first asked for the retail value of the pieces, but Steel City refused and offered to have them repaired. We selected two different repair places for estimate. One on their referral and one that we found. The estimators came and we were more comfortable with the reputation, process, and estimate that one we found provided. However, Steel City refused to use this one and made us go with the one that they referred because it was more economical to them. Their choice performed the repairs and as suspected, the armoire came out OK (not perfect, just OK), but the buffet was less than adequate. You could still easily see where the repairs were done. After the repairs, we sought and were promised further remuneration but were refused. Our original agreement was as follows: "If the repair sites are reasonably noticeable, but the pieces maintain their structural and functional integrity, then we can discuss an additional amount SCM would pay to compensate you for loss of enjoyment of the still-functional pieces."Well, the repairs were noticable and Steel City refused to uphold their agreement due to the ****** **** review we left for them.

Desired Settlement: I would like Steel City Movers to honor their offer of further remuneration based on our dissatisfaction of the repairs we were forced to accept.

Business Response:

Response to Complaint:

I’m sorry you had a negative experience with Steel City Movers. In cases like yours, where the damage done to items is not structurally or functionally compromising, Steel City Movers always provides the following three options: Clients can opt for Steel City Movers to pay for a furniture .repair professional of our recommendation; they can accept a partial cash settlement in the amount of our preferred repair professional's estimate to be applied to the repair solution of their choice; or they can open an insurance claim. Industry Standard insurance coverage for items damaged while moving only pays $0.60/lb per item for bulk, or takes standardized value minus depreciation, capped at 50% total value for furniture items. We felt that neither of these were sufficient remedy for the damage caused to your buffet. You were unable to produce a receipt, but insisted on being reimbursed full value

for the 14 year old buffet which had not been structurally or functionally.............

compromised. The estimate from the repair professional you consulted exceeded the (unverifiable) original purchase value you set for your furniture, and we both agreed that though they were your preference, their cost exceeded reasonable expectation of our responsibility.

Steel City Movers employees personally inspected the furniture after repairs were completed-rf any damage done to the furniture by Steel City Movers was still visible, it would have been sent back for further repairs until it met the highest standards of quality. We believe that the photographs we have on file of the furniture before and after repairs, which we would gladly furnish to the BBB, contradict your claim about the repair quality, but we understand the emotional trauma of having your furniture damaged in the moving process.

We pride ourselves on our ability to provide excellent moving services and excellent customer service, especially when things go wrong. We did not refuse further renumeration because a negative review was left. In our correspondence, a representative of SCM said the following:

 "[We are] not offended by your recounting of the events as you saw them. You have every right to leave a review of your negative experience."

As your furniture was not structurally or functionally compromised, as we have already paid for professional out-of-house repairs, and as you have already received financial remuneration in excess of the insured value of your buffet and armoire, we consider this matter closed. We regret that you choose to remain dissatisfied despite our best efforts.

-Steel City Movers

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The bottom line to this matter is that Steel City PROMISED us in writing that if the repairs were still noticeable and we were not satisfied we would receive further compensation.  That was our agreement.  They got to use the repair person they choose and the repairs are noticeable. They are refusing in response to the negative but factual review I posted of their service.

Regards,

****** *******

 

 

Business Response:

Response to Complaint:

We have included with this cover letter the following specimens for the BBB for review:

-Three sequential emails from our communication with the client demonstrating that we have already explained directly to the client why we consider this matter resolved, citing amounts already invested in the claim, both compensation directly to the client via cash and repair costs, and administrative costs.

-One preceding non-sequential email where the client expressed his dissatisfaction with the repair and requested $500.

-A copy of the client's final invoice on the day of the move, reflecting $180 in damage compensation.

-A copy of the invoice from the client's preferred furniture repair expert, reflecting $155.15 in administrative cost.                                                                                                                           .

-A copy of the invoice from our preferred furniture repair expert, reflecting $70 in administrative cost.

-A copy of the estimate from the client's preferred furniture repair expert, reflecting a repair cost that exceeds the value of the furniture.

-A copy of the invoice from our preferred furniture repair expert, reflecting $600 in repair cost (damage compensation).

-A copy of the pick up and drop off invoices for repairing the damaged buffet, reflecting $1,030.57 in administrative cost.

-Annotated and unannotated photos of the damage (taken on move day 2/22/14) and comparison photos of the repairs (taken on delivery day 5/16/14).

We have invested over $2,000 in the name of our client's satisfaction and in the name of quality customer service. It is absolutely our fault that furniture became damaged on the move. We never disputed that, and only disagreed with our client when he demanded we spend more than the value of the buffet, which was aesthetically damaged but not structurally or functionally compromised, for repairs, and then demanded additional financial compensation which we felt he had already received in money off his bill and in repair and administrative costs. As demonstrated in the included emails, he was demanding an additional $200-$500. We felt at that point that we were being taken advantage of, and that had he filed an insurance claim he would have received significantly less than he received, and significantly less than we invested. We recognized that there was nothing we could do to make this client happy and avoid a negative review, and so we closed the claim after investing $2,035.72 plus additional unĀ­calculated administrative time.

Our client used hostile language toward us and used the fact that he studied law but is not a lawyer as intimidation factors in his communication with us. We regrettably accept that we cannot please all people all the time, and have closed this claim.

-Steel City Movers

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We are not disputing anything that Steel City has relayed, except the fact that the review I posted pushed them close the case.  The review was factual.  The issue I have is that we had an agreement in place if the repairs (performed by the vendor THEY selected) were still noticeable and we were not satisfied, we would discuss compensation.  I used $500 as a starting place but was willing to accept less. The repairs are still noticeable, there are still hairline fractures in the top of the buffet, and we now always have to cover the buffet with a runner.


Regards,

****** *******