they are in violation of contract. **** pay depreciated amount for damaged furniture but **** take the damaged furniture!
December 23, 2014 I used this company when I moved to a new build.
I have had sporadic communication with ***** **** is the ops manager and all I know is the "owner" of this franchise goes by the name of **** I have been unable to speak with him due to the fact that the only time I tried to get him, "he was in court fighting a lawsuit". I have called corp. in Michigan and spoken with customer service rep ************ I've left 2 or 3 messages for ***** the president who has never returned my call but has forwarded my vmail to *********** the girl I have been speaking to in customer service.
I moved into a brand new build on 12/23. I've used two men 2 other times in the past and never had a problem however they were a small business and much different. I had much less furniture than I originally described in my first call where I set up the move because I donated extra furniture to hospice yet my move took 3 hours longer - these movers were exceptionally slow and noted on the sign off sheet that I actually had MORE furniture. They did damage to my new door frames, left a door off the hinges, left trash in the yard, slid furniture across the new floors rather than picking it up to move it, put the wrong furniture in the wrong rooms (bedroom end tables with different bedroom furniture from other room/light/dark furniture), adding more time, they even just threw comforters and pillows on the floor, yet the only furniture they carefully placed were the 8 dining chairs under the table.
February 18th I sat down to have dinner at the dining table and pulled the chair under me and felt the tear. 4 chairs of my 8 dining chairs were torn. I called them on February 19th. To date, this has not been resolved. They have suggested that I get 4 different chairs since the brown color is no longer available from West Elm, where I originally purchased these. This would leave me with 4 original brown and 4 of some odd color. A repair company can not repair them because it is bonded leather. They have suggested just replacing the seat, which **** be a different color brown - this is not acceptable. They have offered a check for $2,000 but they **** take all 8 chairs. The cost of the chairs to be replaced is $3286.18 with tax and shipping. Corporate customer service(Charlie) has stated that they are going above and beyond because they are paying for the depreciated value in their estimation of 8 chairs instead of 4 damaged chairs and in effect, they only have to cover 4 and she knows they **** be taking my furniture in exchange for the check paying for the depreciated value but there is nothing in the contract stating this, however in the first line of the damage clause it states "our movers **** be as careful as possible". They didn't even cover these chairs and I have witnesses. They are in violation of their contract. They even had my lawn mower sitting on top of my hand made wooden coffee table!. My question is this......I have never heard ever, where when someone pays for damages:
1. They take the items they are paying damages for - this is beyond me.
2. They keep referring to the contract however the first line in the damage clause they refer to states "although our movers **** be as careful as possible" Clearly there was a loose board or something because the damage is in the same place across all 4 chairs. The other 4 chairs that were stacked on top do not have the damage.
3. I said I would not bother with other damages as long as they did the right thing by these chairs. This is very shady to say the least. I had 8 perfectly good pristine chairs going on this truck and 4 severely damaged coming off.I tried to explain that to ***** if his car was damaged and the insurance company paid for repairs, would they then take the car? He said he didn't know anything about that which then makes me question if they even have insured drivers for their vehicles.
I want a full replacement value refund for these chairs at what it **** cost me from West Elm for the porter leather arm chair. It **** take me time to find new chairs in the same style and color. They **** not take my furniture. They **** just send me the check they owe me for the price of the furniture of the 8 chairs because that's how many I **** now need to replace.
Im responding to a complaint from one of our previous customers, ********* Churchill *******. Unfortunately, she had some damage to 4 dining chairs during her move. Ive attached the pictures she sent us to give you an idea of the extent of the damage. We wanted to work with her and get these items repaired by a professional vendor. However, she did not think a repair would be satisfactory so we were not able to go that route.
Our moving contract states that we reserve the right to repair the item and if the item cannot be repaired we can give the "Actual Cash Value" of the item. The actual cash value is essentially the depreciated value of the chairs. We ended up sending her a check for the "Replacement Value" of the chairs. The replacement value is what she originally paid for the chairs in brand new condition. We even included the sales tax that she paid for these items.
Ive attached the email chain where she stated that the matter has been closed. She is now claiming full replacement value for all 8 chairs including the 4 that were not damaged.
We have consulted with our corporate office in handling Mrs Laidlaws damage claim. We are in agreement that we have done everything we can to satisfy our responsibility to our customer. It is unfortunate that she is seeking further damages against our company.
Please let me know if there is anything else you need from us regarding this claim.
(The consumer indicated he/she ACCEPTED the response from the business.)
This complaint was settled after my contacting BBB and prior to BBB taking action. It is not the desired result due to the fact that I need to replace all 8 chairs but it is the agreed upon result between the company and myself.