Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I hired Help movers for a residential move. They did a great job in moving the furniture and setting it up. In the process a glass panel was broken on my coffee table. I was told that it would be fixed. ****, from Help returned to my home and requested to take the other glass piece to use as a template for the glass maker. When I check on the status, I am told that it would be very costly to fix the glass because it was beveled glass. He asked would I be ok with flat glass, since it would be cheaper to replace. I agreed to that. Months go by, no response. I was then told that there was a delay due to supply shortage. Many more months go by, still no response. I reach out several more times, he assures me that he will get it settled one way or another. Another month goes by, no response. So I purchased a new coffee table, that was reasonably priced at $182.00, since it had been 11 months of going back and forth and no resolution. I sent him the receipt and asked to be compensated. He said that he did not feel that it was his responsibility to pay for a new coffee table and that he would send me a token payment of $35.00. I declined the $35.00 token and am reaching out to BBB to help resolve this problem.

  Business Response

  Date: 09/12/2022

  Unfortunately a small glass panel was broken in the process of moving *** ******** belongings. The panel was one of two glass panels in the top of the table. The other panel was previously broken as well but was in large pieces and thereby perhaps easier to measure and cut accurately for an acceptable fit. The shape and couture of the panels is somewhat complex so I asked for the previously broken glass. 

  Apparently the because of the shape, roughly rhombus, and other factors an exact duplicate was not readily available and in order to even approximate a replacement special measures were required. The pieces are not unusually thick however they are a fraction different than standard thickness creating difficulty sourcing the glass as I was told. 

  With pandemic supply shortages and short falls the glass was simply not available at last check. 

  I agreed that too much time has passed and wish that the situation was different however none of that would reasonably in a  completely different new table at our expense. 

  A typical replacement piece of clear glass approximately the size of a salad plate would be $20 -$30 max. I offered $35 to settle the matter. 

   

  Customer Answer

  Date: 09/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I am writing an addendum to the previous response that was sent on yesterday,  I went to a glass company today and was quoted a price of $42.09 + tax for each panel.  I would accept payment of $100.00 to get panels replaced.  This would cover the panel that was broken and the panel that was taken to use as a template and not returned.  I was also told that they could do it in 4 days.  I am being very gracious, I have not asked for money to adequatly cover my time or gas to get this matter resolved.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/17/2022

  We would like to propose a solution to this complaint. 

  
  

  We have returned the borrowed glass panel and included a payment of $50.

  Customer Answer

  Date: 10/18/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The borrowed panel that was taken from my home has not been returned. The panel that was broken by Help movers was returned. The panel that was taken from the home to use as a template was usable, was broken in 1/2, no missing pieces, barely noticeable. 
  Gary did send a check for $50.00 to replace the panel that his movers broke, but has not replaced/ returned the panel that was borrowed. 
  

  This matter will be resolved when he returns the panel that was used as a template. 
  
  Sincerely,
  
  ******* *******