ComplaintsforAll Star Movers & Storage, Inc.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  All Star Moving was hired to move my household on Saturday July 23, 2022. I personally wrapped my watches in bubble wrap and moved them myself to the new location. I had started to set up by closet and placed all my pursues on the top self of my closet. The watches were wrapped and placed in the same closet. After we tipped the movers $100 each and purchased lunch for them, they left. I went to my closet to resume unpacking and noticed all my purses were moved. I then noticed my watches were unwrapped and my most expensive watch was missing. My dresser was also gone through. We immediately called **** at All Star and the ****** police. **** had the 3 movers return and they were questioned by the ****** police. Of course they denied taking the item even after we told them we would not press charges if the watch was returned. **** has since become uncooperative. We asked **** to report a claim to his insurance company and provide us a claim number from his insurance carrier. He has refused to do so. We are requesting that All Star moving report the claim to their insurance carrier and provide us with a claim number. The *********. police report number is 22-702360. The investigating Officer is *******************************. ************ Thank you.

  

  Business response

  08/04/2022

  Explanation of Events:

  
  Day of move:
  A customer, *************************, had booked our company to assist with a residential move on Saturday 7/23/22 from ************************************************************** to ******************************************. We had a 3 man crew arrive on the morning of 7/23 and load up the customers items into our moving truck and delivered them to the new address. Once the move was completed, the crew left the home and headed back towards our warehouse. About ***** minutes after the crew left the customer had made contact with our office letting us know that they were missing an item and had suspicion that a member of our crew had taken it and demanded the crew to return back to the house and return the item. Our office contacted the crew and confirmed that they did not take any items from the home and that they were unaware of this watch that is missing. The crew was instructed to return back to the home and our office did tell the customer to go ahead and call the police and file a police report with them. Our crew turned around and returned to the home as soon as they got word from our office with no delay. At the home, our crew complied with the police questioning and search and even voluntarily gave fingerprints. The customer has already stated that our company and crew did not move the item that is missing or the bag it was stored in from the pick up location to the drop off location and that the customers themselves had moved that bag and item. Our crew did not come into contact with the item that is missing. 
  

  Post move:
  We have reached out to work with the customer repeatedly but the customer has not responded to any of our reach outs since last Monday 7/25. We have contacted them via phone every day of last week and left voicemails, we have sent multiple emails since the completion of their move, podium text messages, and messaged via yelp direct messaging as well. We have already opened up an insurance claim and we have tried to get additional information about the missing item from the customer such as receipt/purchase order and pictures of the item that the insurance is requiring. All of these requests we have made to the customer have been ignored and we havent received any response or contact from them. We are hoping to resolve this issue, however the customer is completely unresponsive. As of right now we are waiting on the police to finish their investigation and release their report while staying in contact with our insurance company hoping to provide them with all the information needed for the open claim. We look forward to working with this customer to resolve this situation and any additional concerns.
  

  Plan moving forward:
  We are waiting on the investigation results from the ************************ which should bring clarity to the situation. In addition, for our insurance to process the claim we would need the required information from the customer that they are requesting. We will continue to do our due diligence and contact the customer in hopes of a response so we can work together to come to a resolution and understanding.
  

  
  

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