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In South Plains of West Texas

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
06/05/2014Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: None of the Above - Service Complaint Issue

Complaint: dented my stainless steel refrigerator while moving it. They informed me of any previous dent, scratches or chips before moving other household items
movers dented my stainless steel refrigerator model number ****************** *********XXXXXX,on April 25,2014 while moving it into our house. As the movers were unplugging the fridge I offered them a big quilt to wrap around it and they said they had blankets in truck. *** previous chips dents or scratches on all other belongings they always made me aware of, but never mentioned refrigerator dent because it was definitely not there. when I walked into my new house the movers which there were four guys were all hovering in front of refrigerator when I ask what was wrong they all got very defensive. I then said guys y'all dented my refrigerator and they all said no that was already there. I asked them why didn't you come to me like you did with other concerns and one of them said well we just figured you knew, then when my husband walked into room and asked what was going on, he saw the dent and immediately said guys y'all put a big dent in the refrigerator and again they denied it. that was late on Friday afternoon so I called the moving store on Monday, sent them pictures as they had asked for and told me someone would contact me in a couple of days, never did so I called them back and the owner ***** ******* got really angry and gruff and said he was coming to my house right then and I said no, because my husband was out of town, then he said I will get back to you in a couple of days and it has been 4 weeks. I have called several places to get a new door and was told this has happened more than once with this moving company. ***** told me that his insurance company would not cove this. We paid him $1875.00 for one day of work and he will not stand behind his work.

Initial Business Response
********* called the office on ********** in reference to a dent in the refrigerator. She did indicate the refrigerator was about ten years old and already had some scratches and a dent prior to moving. After speaking with all four men on the move, they indicated the dent she referenced was already present and they assumed the customer was aware of the dents and scratches. The moving contract ***** signed by the customer indicates there is no scratch or dent insurance. It also states a movers liability is $.60 per pound. A check ******* in the amount of $180 (300 pounds) will be mailed to **** ***** 6/3/14.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

Industry Comparison| Chart

Movers, Storage Units - Household & Commercial, Delivery Service, Relocation Service


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