Please accept this email as a formal complaint against Citizens Transfer and Storage Co. Inc., *** ** 24th Street, Tucson, AZ. XXXXX-XXXX - XXX-XXX-XXXX.
My name is Dr. ***** ********. I hired Citizens 10 years ago to move me from one home to another locally and they did such a fantastic job, I held on to their business card for 10 years. When it came time to move again, they were the first and only call I made based on the reputation and what great job they did in the past.
On October 19, 2013 three men showed up to move my three bedroom home to a new home, one block over. The new home was a larger home with stairs. There were many heavy items to be moved, including a front loader washer and dryer with drawers under them to come from the old house to the new house. In addition the new house had a Kenmore washer and dryer to be moved to the old house to be used as a rental.
It wasn't until I started unpacking that I noticed several items that were wrapped very well were broken. It seems that they took no notice or care to the large print on the box labeled "Fragile." I have moved over 12 times in my life and never had so many items broken.
The highlight was when I hired a professional to come hook up the washer and dryer only to be told that the washer at my old home was dropped and the tub is no longer connected to the machine. I was told by this professional that the only way this can happen is if it was dropped. Now I have a washer at a home I am ready to put of for rent that doesn't work. I either have to invest money to have it fixed or have someone come and get it. Either way this will cost me more time off work to deal with. Then looking at my new house, the dryer no longer has the bolts that hold the drawer to the dryer. The same professional looked at it and assumed that one of the movers started to unscrew it and was later told that is not needed. The washer is fine, but the dryer no longer has bolts to hold the two together. Again another cost for me.
I called Citizen's on 11/413 after I completed unpacking all items and reviewing the items broken. I asked to speak to a manager and was told there were no managers in that day. I left a message for ***** at ext. **** whom I was told is the Operations Manager.
I called again on 11/4 later in the afternoon to see if she had come in and was told she might be in between 4-5pm.
I tried again on 11/5, but did not leave a message.
On 11/5 I asked who *****'s manager was and was told it was ****. I then left **** a message.
I tried again on11/7 but again got the voice mail. I left another message.
On 11/8 I called ***** again and once more got the voice mail. I indicated that I have a serious concern and would like to deal with the company directly. But if I do not receive a call back by the end of the day, I would be contacting the BBB and the media.
No one ever called me back.
This once was a truly great company, but the lack of communication and responding to a voice messages is very concerning. I paid over $1200.00 to move one block only to have items broken and now have even more expense in fixing items. Needless to say, I am frustrated with Citizens and their lack of professionalism. I want to be compensated for the damage of the broken washer and the bolt for the dryer. I paid to have it moved and now have an even higher expense of having to fix what Citizens damaged (see complaint online). **
I teach for several colleges and universities, including a local one in Tucson. This will make for a great case study of how customer service can turn consumers away and lead to a poor reputation. If this matter is not rectified in a timely manner, my next step will be to write an article to the Arizona Star, Tucson Citizen and The Sierra press in addition to contacting KGUN9, KVOA, KOLD and share how a moving company can move personal items and damage goods and then have no courtesy to even return a call to find out the problem is and how to help rectify it.
We're very sorry that Ms ******** did not receive the professional move that she deserved from our company and that our communication was lacking. We would be more than happy to assist her with her claim once she completes a claim form at www.Citizenstransfer.com. Once the claim is received it will be acknowledged by the adjustor. Once the adjustor investigates the claim they will contact the customer. Should any additional information be needed, please let us now.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This appears to be just another run around response. They didn't follow through on the multiple voice messages left, why would I expect them to follow through on a website claim? This is not a response but just another run around answer. My warning to all consumers considering using Citizens Transfer is to find another company. I used them in the past and was quite satisfied however their current business is run by a bunch of unprofessionals that really don't care about your stuff or what breaks. I have had more broken and destroyed in this move, which was only 1 block. I will never use them I will never recommend them again this company has gone completely down hill.
Final Business Response
It is never our intention for any customer to feel like they are getting the run around and for this we apologize. We can't change the experience the customer had. We can only move forward and take responsibility for the items that were damaged as a result of the move. We have not received a claim form from the customer. We have no record of one being filed. If they will go back to www.citizenstransfer.com and complete a form we can move forward on the claims investigation. If an acknowledgement is not made within 48 hrs of the claim being submitted then it was not received. We again apologize as you are a valued customer and we will do the right thing in getting your claim taken care of for transit damages.