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:01/02/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Our moving contract with Bailey's included insurance with $0 deductible (Registration Number ***********). We paid $15,635.63 on Sept 12 for the move, including insurance. The claimed amount of damage was $1954.76. Our first attempt to file a claim using Bailey's online system around Nov 1 went unanswered. After multiple requests for status resulting in "we did not see a claim", we requested and emailed the attached written claim on Nov 21 (copy attached). Again, this went unanswered until we requested and received acknowledgement on Nov 29. At that time, Bailey's claim adjuster requested photographic evidence of damage, which was provided to them on Nov 29 (email with link to photos is attached). We requested confirmation of receipt of the photos by email and again heard nothing. On Dec 11, a request for status was made by email. We received no response. On Dec 14, a phone message was left requesting a status update. We received no reply. On Dec 29, another request for status was emailed. We have no response to date and therefore are left to assume Bailey's has every intention of ignoring us and no intention to settle our claim. We find the lack of response by Bailey's adjuster to be unprofessional and frustrating after our prompt payment for both the move and the insurance coverage.

  

  Business Response

  Date: 01/12/2024

  I have spoken to our Claims adjuster, and it is my hope that this should be resolved by the end of next week if not sooner. see his response:

  I am sorry for the delay in a resolution.

  Hi ** and ********, 
  
  Good Morning!
  
  Mr. filed claim on 11/29I sent over the check
  request to ****** and settlement outline for Mr. **** on 12/11.  Customer
  provided photos of the damage and based upon the amounts claimed, and it was
  not cost effective to send out a repair firm, as it will cost more for
  inspection. I auth'd to pay EE for the amounts claimed (15 total items) for all
  items totaling $1954.76.  I just resent the check request to ****** again
  moments ago for us asking for status and if not mailed yet to please mail asap
  for us.  

  Customer Answer

  Date: 01/18/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  While we appreciate seeing a response to the BBB, we have yet to be contacted directly about this issue by either Bailey's or their claims adjuster.  Until we receive funds covering our claim, we continue to view our claim as unresolved.  We have also filed a complaint with Colorado DORA and will file with the Colorado PUC if our claim continues to languish un-resolved.
  
  
  
  Regards,
  
  
  
  ******* ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 01/31/2024

  The check was mailed on 1/16/2024, this is the info i have from accounts payable in Salt Lake City. Mr. **** should have received the check by now. 1/31/2024

  Thanks 

   

  Customer Answer

  Date: 01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received a check and accept the settlement.  I remain disappointed with the lack of response to both our claim and our multiple attempts to communicate but am happy to finally reach a settlement with the help of the BBB.

  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I filed the proper paperwork for an insurance claim immediately after the move. I paid for the maximum amount of insurance coverage (like up to $46000). After about a month I asked the status of my claim and was told a repair company should be reaching out to me in 7-10 days (I have all the email trails). No one reached out for 1 month so I demanded via email that I get reimbursement for a $2500 stone table that the movers shattered. I wanted my heirloom Amish wood bedroom furniture repaired or replaced and I got a quote from the furniture shop of $450 plus $85 for install. I wanted my refrigerator repaired or replaced. Nothing but crickets. All of these were brand new items. I needed to move 8 months after I purchased them from one house to another a short distance across two towns (20 miles). They were totally careless with my items. I have not filed this in court but I will be soon.

  

  Business Response

  Date: 07/12/2023

  we are unable to comment at this time because legal actions have been filed. Mr. ****** was working through the claims process.

  Customer Answer

  Date: 08/07/2023

  A small claims action was filed.  Bailey's Moving and Storage worked with their insurance carrier to provide me reimbursement for the damages done to household goods. The small claims action has been dismissed.  Please close the complaint as favorable for both parties.
  
  
  
  Regards,
  
  
  
  **** ******