ComplaintsforMartian Movers

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Cal-Safe, now called Martian, Movers, to move from California to Arizona. They packed my household items on 12/28 and 29 and delivered them to a storage location in Phoenix on 12/30/2022. When I retrieved my items to transfer them to our new home, I discovered my solid wood queen-size Southwestern-style headboard broken in several pieces and my 55" TV damaged. I submitted a claim for $1700 to cover the replacement costs for the extensive damage incurred, as evidenced by the pictures attached. I paid for Full Value Protection insurance with a $250 deductible. Martian Movers acknowledged they were responsible for the damage to the above items but only offered to compensate me $380 for my loss. This amount is not enough to replace my belongings. Fixing the headboard is more expensive than buying a new bed. The TV is beyond repair, as in addition to the broken frame, the damage includes behind-screen elements now protruding in front of it, making it unsafe to use. If Martian Movers/Cal-Safe Movers are not willing to replace the items they damaged, I request fair market value reimbursement for them so that I can replace them.

  

  Business response

  04/25/2023

  
  I would like to start by apologizing for your move not going as planned and that the damages were not noticed upon delivery to your storage facility. It is our responsibility to review the condition of the items with you as we unload. 

  In regards to the amount of the claim, we would like to make this right with you. I take accountability for not fully overseeing the process with my operations manager. At the time, he was going by a set of parameters that I presented and based upon this claim, I see where I wasn't clear enough. I have thoroughly reviewed this claim and we are willing to cover the fair market reimbursement valuation for you to replace/repair these items. 

  As a team, we have learned from this experience and have adjusted our claims process. While I know in my heart that Martian Movers is a top notch, 5-star moving company, we do make mistakes. I always make sure to have a team huddle and training session any time something needs addressed so that we can continue to learn and grow. My hope is that we come to see there is a human element here, mistakes were made and that I am here to offer a fair resolution. 

  I will be reaching out soon to discuss details about the next steps. 

  Best Regards,

  R** ******

  CEO/Founder-Martian Movers-###-###-####

   

• Initial Complaint

  06/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We used Cal Safe to move from California to Arizona. They told us they would be using National Van Lines to transport. We wanted to insure we got all of our items on one truck to save money. Our move was scheduled for April 1, 2021. My husband was in California on that end of the move I was in our home in Arizona. All items were loaded on truck in California. My husband was told the truck was over weight limit by 1000 pounds and there would be an extra charge if we did not remove items. This is something we were never forewarned about. My husband agreed for them to remove items so they could proceed. Had we known about this, we would have removed items that we would not need for daily life. Some very important items were left behind. It took 2 weeks of being ignored to finally have our items delivered after my husband threatened legal action. The owner had told us we would receive back money for our trouble. I have inquired several times and been ignored. we paid $7,006.51 .

  

  Business response

  06/16/2021

  Thank you for your feedback. After reviewing your comments, I do believe that there was some miscommunication, and I am here to clear this up and make it right. 

  We definitely wanted to get all of your items onto one truck and to make sure you had a direct trip. The alternative mode for interstate transport is a large tractor trailer with multiple shipments on it, which was not a straight trip to your new home. I chose the 1 truck option as a way to reduce cost and wait time. This did not go as planned and I take full accountability for that. 

  Spatially were able to fit all of your items onto one 26 ft. truck and make sure that your husband was able to focus on finishing the home and getting on the road rather than wait on another truck. Unfortunately, the shipment was 1,000 lbs. heavier than what would be safe or legal to transport that distance and I did let him know this. I also informed Bob that with most companies, this additional weight would cost extra, but that we would make sure that the overflow was delivered to you with no extra charge. I was very clear with him that there would be no charge for this and that it would be put on the very next truck heading that way. 

  Due to the unprecedented volume of moves and the mass exodus of people leaving California, it was clear that another truck would not be made available as soon as what was needed by your family. Once it was made apparent that space on another truck would not be made available, we made a direct shipment, at great expense and ended up losing a fair amount of money for a lot of work. We did not do this because of threats, but because of integrity and a strong desire to do right by our customer, no matter the cost. This is not an industry standard, but Cal-Safe Movers prides ourselves on outstanding service at a fair rate and did everything in our power to rectify the situation. 

  In regards to any delay claims for your wait: Our parent company National Van Lines, who historically handles overflow shipments such as yours, as well as delay claims, was incredibly overwhelmed by the volume previously mentioned. As the local Agent for National, I apologize whole heartedly for their claims departments lack of follow through and failure to take care of this end of the transaction. I will be reaching out soon to reach a resolution and pay this delay claim out of pocket. 

   

  Best Regards,

  ***

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