Complaint I paid for moving services at my apartment and the business damaged my property. I've made complaints to the company and nothing has been done. Both my husband and I are of very limited income and are elderly. On January 12, 2015, moving service paid $325.02. My son made a complaint to owner *** ***** that day, and the owner was rude to him. My husband spoke to him and the owner said to make an offer. Legal aid sent letter to him on February 20th requesting a refund. ***** did not make an offer to resolve. He left a voicemail to call him back but he is now on vacation indefinitely, according to the acting manager. The company's mailing address doesn't work, you must fax to (XXX) XXX-XXXX.
My damaged property: 1. Antique, inherited, Maplewood Deacon's Bench, 60 years old: leg scratched, water marks on bench 2. Sony TV set: scratched on sides, left foot broken 3. Chocolate brown, Sam Levitz recliner purchased 3 months ago for $399: dirty and missing screws resulting in noise when used 4. Sam Levitz recliner, purchased 6 years ago for $325: Loose arm on the right side 5. Hide-a-Bed couch bought for $100: brace is broke under the couch, bottom was completely scraped during the move 6. Antique, Maplewood coffee table, 50 years old: scratched, dirty, and water marks on table 7. Lamp shade, purchased for $25: lamp shade is broken
Desired Settlement We are seeking a refund of the moving service of $325.02.
Business Response Contact Name and Title: *** ***** Hi there. This is ***. I spoke to the couple and their son after the incident and told them I'll try to resolve it. I was waiting for them to contact me after they said they will inform me about a settlemt. The list they included isn't what they mentioned to begin with, they mentioned a tv that was damaged and that's badicly it. The tv is a sony trinitron that is valued today at about $100. Nothing was mentioned as far as damaged furniture and definitely I don't thik we would be responsible for any "water marks" (??) since it wasn't raining and the truck is an enclosed truck. If there are scratches they can be fixed easly and that Doesnt require full replacement value like they are seeking. I will be more than happy to discuss a fair refund but $325 is ridiculous and not reflecting the condition of the furniture were to begin with and the value of the tv.
Complaint Per the moving service, I have 24 hours to report damage. I reported damage and I got promised a refund. The Manager called back going back on it. A bookcase I had moved was in fine condition the night prior to the move. Three additional people can verify the condition. During the move, one of the movers came up to me and said that the back of the book case was loose. He meant only the backing of the bookcase. After they left I went to the room with the bookcases and one of them was completely broken. I called immediately and explained the situation after paying $549 for the service. The manager was making excuses about the condition of my bookcase that he never saw. He first asked me to send a picture and I asked him why that was necessary. He then said nevermind and he would check with the movers.
I called him back to follow up and he said that he would issue a refund. My husband was present for this. He called back to say that he spoke with the "guys". They told him exactly what they told me. I asked him if they told him that it was completely broken or just loose. I told him we had that conversation but it was in reference to the back of the bookcase and not the bottom support shelf being completely broken off. He told me to send a picture. I explained to him that he said he was going to issue a refund so I got rid of the bookcase because of the nails poking out of the bottom.
This is horrible service and I am appalled the manager is making excuses for a situation he wasn't there to see. I never even complained about the fact that they sent three guys instead of two (that I originally thought I was going to pay for).
Desired Settlement I'm seeking the refund that was promised to me $45 and I'm additionally seeking 1/3 of the tip that I left for the movers since one of them broke the bookcase. In total I'm seeking $75.
Business Response Hi
i did spoke to ******** and told her i will need to discuss the incident first with the crew that was there. upon talking to them they did mention that the bookshelf wasnt in tip top shape like she claims: it was made of partical compressed wood that usually cant handle much wait or stress. the back of the bookshelf was loose which already compromised its stability and value. she has a lot of books and im guessing those bookshelfs can hold some weight but not like she intended them for her use and they arent in the best quality to last as long as she would hope for specialy since she claimed she put them together herself and in most cases they arent very durable when they arent built properly. we offered to look into it and give her an answer- she mentioned she bought them at target so i told her the most we can do is $45 but we will have to get the workers side of the story first to verify her story.
she chose not to wait and rushed to complain to you for this minor incident which is ok, in that case we can go by the contract that she signed that states that she can get reimbursed for 0.30 per pound per article which is the standart in the industry. where should we mail her $9 check?
***. XXX-XXX-XXXX p.s. a brand new bookshelf from target is $20.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The bookcase is only 3 months old. Three people can verify it was in fine condition the day before the move. Only one mover spoke with me. I do not accept this response. I am glad the manager looked up the price from target, but he wasnever present nor did the bookcase come from target. In addition, other property was damaged such as try exercise bike I discovered two days ago as well as scratches to my desk. This is absurd and I do not accept this response
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I threw out the bookcase because the manager told me he was going to send me a refund. Shall I send him a notarized letter from witnesses to this conversation? He was never present to see the bookcase and can't verify the structure. I have three witnesses would can send a letter verifying that the bookcase held many books. I have past pictures pof this bookcase verifying the weight it can hold. If need be, and for other damage, I am more than willing to take this to court. It has now boiled down to the principal of the matter and for such distress this has caused me. I am only asking for the $45 that was promised in front of my husband and my friend, a lawyer, as well as $20 for the tip i left for the inept mover that damaged the bookcase. Thanks. If this isnt resolved, i will be forced to speak outside of the bbb to another entity. r
Final Business Response According to the contract she is entitled to 30c per pound per article. total reimbursement is $12. we tried to get more fair refund but the customer didn't cooperated and didn't give us time to discuss the matter. she already submitted a complaint to you so we will go according to the contract she signed.
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