ComplaintsforLighthouse Movers, Inc.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lighthouse Movers was paid in full to pack and transport household goods from ************************************************************************************* to 19 ********************* *********** **. 39402.Full replacement value insurance was purchased to cover household goods.Pickup 20 September 2023. Delivered 27 September 2023. Have made several attempts to receive replacement for damaged ****** Table (Pottery Barn $2760.) Spoke with owner *************************** on multiple occasions, however, no resolution to date.

  

  Business response

  12/01/2023

  Good afternoon.  I have received an email from BBB regarding your claim.  Im very sorry for the excessive time that has passed in getting your claim resolved.  When the full replacement value option is chosen and something is damaged, the item would then need to be repaired or the customer compensated to replace the item, minus the deductible.  Which option is chosen is at the discretion of the moving company.  Therefore, to move forward and get this resolved, all I need is for you to send me a picture of the damaged area on the table so I can get estimates to have it repaired by a reputable company in your local area.  Once I receive the pictures, I will immediately get to work on this.  Again, I am very sorry it had to go this far but I would like to make this right if you would still allow me that opportunity.  I look forward to hearing from you.
  
  
  Thanks again,
  ********************************;  

  Owner-Lighthouse Movers *** ************

  Customer response

  12/06/2023

  Please do not close this complaint! We provided the pictures again to Lighthouse Movers as requested on 04 December 2023. We are waiting a response from Lighthouse Movers concerning a settlement.

  Photos attached.

  Customer response

  12/06/2023

  Photos attached.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company was recommended by my realtor, so I trusted them. They picked up my household goods on 3/18/23 and kept them in storage until they were delivered to my new address on 6/3/23. Upon delivery, I noticed that several items were badly damaged. A solid oak dining table had the end broken off and there were several other cracks in the table. A solid oak end table had been completely separated from the pedestal. Two glass shelves in a large curio cabinet were broken making the cabinet useless. A piece of art work was covered in mold, the wire for my husband's exercise bike was missing, A lazy boy sofa had a hole in the side, and a piece of my kitchen table had been broken off. I filled out a claim form, and sent it certified mail. I never heard back. I sent another claim via registered receipt, and still didn't hear anything. I have called repeatedly and they don't answer the phone. I have left several messages, but they have never called back. Finally, after asking my realtor for help, I got an e-mail from Lighthouse saying that they will pay me 60 cents per pound for the damaged merchandise. In the meantime, I took the cover off of my husband's recliner/lift chair to wash it (he is handicapped and has dementia) and I found bed bugs crawling on the chair. They were never there before the move. We paid more than $2,000 for that chair, and now it cannot be used. I called an exterminator who is coming tomorrow, to determine if the problem can be fixed or if we have to toss the chair. The cost of replacing all of the damaged furniture exceeds the amount I paid for this move. Furthermore, I originally asked that the furniture be stored in a controlled environment, and I paid extra for that. The mold on the art, and the bugs on the chair confirm that they were not stored properly. Please intercede on my behalf. I sent pictures of the damaged pieces along with the claim for to the company. Thank you for your help.

  

  Business response

  09/28/2023

  This is ***************************, owner and estimator of Lighthouse Movers.  I got notified by the customer that there were some items that got damaged during the course of the move.  I then sent a claim form to the customer to be filled out.  When i received the claim form back, it had no weights written on the form.  I notified the customer that the weight of the items had to be on the form in order for me to process the claim.  I also explained to the customer how this claim process works, which i will explain again here.  All movers are required by law to provide free coverage to their customers based on the weight of that item at 60 cents per lb.  We are also required to provide the customer with the option to purchase a full valuation policy, which i put on the original estimate i sent to the customer prior to her move.  This option was not chosen, so the default coverage is the 60 cents per lb.  I asked the customer if she would add the weights on to the claim form so i can get her claim processed.  I also stated that if she was not able to do that, then i could figure the weights myself so we can get this resolved.  I got no response back.  Then the BBB complaint came through.  As the owner, i personally handle all claims for the company.  I always pay out well over the 60 cents per lb because its typically not enough to cover the damages.  I was not given the opportunity to do that because the claim form was incomplete.  In the interest of getting the resolved quickly, i will complete the claim form and estimate the weight of said items, and i will send a settlement offer to the customer.  And again, i will reimburse the customer well over what the law requires us to provide.  Im truly sorry this happened and i will do everything in my power to get this mattered handled quickly and respectfully.  I take these matters very seriously.  We've been in business for almost 8 years and we still have an A+ rating with the BBB.  Thats because when we make a mistake, we own up to it and make it right with our customers.  As for the storage, the shipment was most definately in a climate controlled unit.  We have our own storage facility.  But with most moving companies, we have limited space so we also store shipments at offsite facilities.  This has never happened before but If someone that was in the unit before you had a bed bug problem, it is possible that it could have transferred to the cloth chair you mentioned.  I will be willing to pay the full amount to get the item fumigated.  I will add this to the claim as well.  Thank you for your patience in dealing with this matter.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Household move. Packing 10/3/2022. Pick up 10/5/2022. Delivery 10/27/2022. Packing estimate $675 actual charge $1,150. Binding Pick up to Storage $1,350. 1 month Climate Controlled Storage free coupon. Binding Delivery from Storage $1,585. Provided: Packing, pick up, storage (free), delivery - each service paid in full when done. Owner stated last damage claim was 4 years ago, discouraged additional insurance. Items were damaged during pick up, more items damaged and items missing during delivery. Issues - Packing; owner estimate was under bid (and by other competitive bids) by half the amount needed, was assured by phone conversation to be correct, not more paper than items per box, however, the packer had to request additional materials. Pick up; improper disassembly caused damage to entertainment center; promised to be repaired before delivery. Question if climate control facility is even available, due to crew would not state where the storage facility was located. No inventory/numbered box list presented at pick up or after delivery. Delivery; 10/27 some items came off truck not packed or protected were damaged; entertainment center was not repaired. Emailed about damage 10/27. Emailed 10/31; two ******* *****, one metal table lamps were missing. Owner called, verbally claimed items were not on the truck or in materials used. Emailed 11/7 a list of items damaged and lost items, valued slightly over $1,000 (not including $1,229 entertainment center), asked for $455 compensation to replace 3 missing lamps and only 2 damaged items. Emailed 12/19 restating the $455 request for damages. Response to my 11/7 email came on 12/27 from owner wanting total weight of items damaged in order to file ********* ******* Liability claim at .60 per pound. Responded 12/27 total weight of all damaged and missing items 540 lbs. = $334. Emailed 2/2/2023 restating weight amount, no further responses or reimbursement of the minimum liability claim has been received.

  

  Business response

  04/11/2023

  This claim settlement check of $334 has been mailed to this customer to resolve this matter. We have contacted the customer to let them know. 

  Thank you

  **** *********

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 13 2022, I paid $9000 to have furniture moved from a 5 room house from Saint Augustine to Vero Beach. The movers inflated the time they were at my home to pack and move. The owner also included a $4600 binding fee. On June 4, 2022, I received most of my items. Most of the items arrived broken and some were missing. Because I was redoing the floors in my new home, I made the mistake of advising the movers to leave the furniture wrapped in the garage. I filed a claim for the items that were not wrapped and that were visibly broken. I also filed a claim for the missing $300 wrought iron table base. The owner sent a check for $180 two weeks after I filed the claim. He also promised to deliver the wrought iron table base "as soon as they are in the area". It is now August 3, 2022. I have yet to receive the table base as promised. I have called the owner's cell phone, office phone, and left several emails. All communication ceased after I received the $180 check. I paid $9000 for subpar services. I paid that amount on time for ALL of my furniture to be delivered. It is not fair that they have to deliver my items based on THEIR convenience. I also discovered additional damaged. A glass tabletop is missing from my dining table and my antique piano is completely destroyed and unusable. At this point, I just want to be compensated for the damaged and missing items.

  

  Business response

  08/19/2022

  We did a move for Aupont and there were a few items that were damaged.  We sent her a claim form to fill out and on that form, she requested a settlement amount.  We promptly sent her a check in the mail for the exact amount she requested.  She seemed very pleased.   There was however 1 item that was not delivered to her that we needed to bring back to her at a later date as she is several hours away.  Its a small outdoor metal table. I tried to call her to set up delivery but she has since cut off all contact and has now made a BBB complaint.  I would like to bring her table to her as previously discussed so we can close this matter.  Please advise me on how to proceed from here.  Thank you
  
  **** ********* ************ 
  

  
  

  

  Business response

  08/27/2022

  We picked up her shipment on the exact day she requested for an agreed upon price. We stored her shipment for several months for an agreed upon price. When she called to have her furniture delivered from storage, we made her delivery on the exact day she requested for the exact price that was agreed upon. this was a large move and the one and only item that was not delivered to her was a small outdoor round table base which was mistakenly set aside while loading her stuff from storage. There were a few items that did sustain damage. We quickly emailed her a claim form to fill out. She emailed the claim form back to us and we quickly paid her claim for the exact amount that was requested except for the table base which we agreed to deliver soon after. The piano she mentioned was already damaged prior to us picking it up. It had a lot of wear and tear marks on it. I would like to deliver her table to her if she will correspond with me what date it available for her. If she cannot schedule a time, I would be happy to deliver it within the next 10 days and put it on her porch for her. Once she has her table base this matter should be closed. I do apologize in the delay for not delivering the table base in a timely manner, but we would like to get this scheduled and taken care of. 

  Thank you

  **** *********

  Customer response

  09/01/2022

  [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. 

  Regards,

  ******** ******

   

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original Move Out Date-3/20/2018-Experience was just OK. Movers were extremely slow and constantly stopping to look at there phones. Move out could have been completed in half the time - I was even helping to move to help expedite and minimize the time. Extremely Frustrating! They did do a nice job packaging and protecting our new Sony BRAVIA 4K UHD 55" TV - It was only 8 months old and I helped them carefully box. We left the Sanus Mounting Brackets on the TV (It was a wall mount - photos included) as it is easier to handle and maneuver as you are not supposed to handle by the TV screen. The items moved out were going into a conditioned storage facility or so we were told. We were in the process of a whole house renovation and were in temporary living with limited room until the renovation was complete. We paid a monthly fee of $300 per month for 36 months / $10,800 total for our items to be stored in a clean and dry facility. Move In Date-April 19th, 2020 - The two gentlemen that moved us in did a nice job. The were careful and worked continuously. The two of them moved everything in half the amount of time as the 3 movers that moved us out. However, a number of items/boxes were missing, some boxes were crushed, damaged and stained. Rugs and furniture were visibly stained, covered in mold and mildew and damaged. Upon opening the damaged and stained boxes, we found clothing, bedding, irreplaceable memorabilia and other item were broken, covered in roach and animal feces or damaged due to mold, mildew and water staining. Our TV and several items were still missing. Requested and filed claim paperwork (attached) with Point of Contact (POC). TV and a few miscellaneous items returned 30 days later after repeated inquiries - TV in different boxing - with different mounting brackets attached? - reason - moved to office as a leak occurred at their storage facility. Still missing items. No more communication from POC or Owner. Still waiting resolution............

  

  Business response

  02/17/2022

  I have reviewed your file and claim.  I apologize for the length of time this has taken to get resolved and for the damage and loss you sustained during the course of your move.  The valuation you chose for your move is based on weight, not value.  Therefore your compensation will be figured as such.  The law requires us to provide free coverage at 60 cents per lb.  I realize that this doesn't come close to completely compensating you for loss or damage. I will try to go above what the law reuires of us to try and make this right.  I see on your claim form there were items not delivered but were delivered at a later time.  Can you give me a list of items outstanding that you didnt receive? Once i have that and i also review the items that were damaged, i can finalize your claim and send you a settlement offer.  I appreciate your patience in this matter.

   

  **** *********

  Customer response

  02/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Attached

  Regards,

  *** ******

  

  Business response

  04/18/2022

  I have been in contact with the customer on Friday and made a settlement offer.  I will follow up with them today to see if an agreement has been made.  Thank you for your help with this matter.  

   

  **** *********

  ************ 

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Lighthouse Movers to move our possessions 90 miles up the road to relocate to Jacksonville. After unboxing and going through our items we noticed many items were broken or damaged. This includes brand new hifi speakers that their crew packed and unpacked, kitchen table and equipment (some of which cannot be replaced) grills and outdoor bbq devices, office chairs etc. Also the employees caused damage to 100 year old wood floors by improperly moving refrigerators and furniture. I filed a claim and contacted them numerous times and was told a settlement would be forthcoming but the management stopped responding to phone calls, emails and text messages. I have numerous emails with office manager (with owners/managers copied) saved, photos and proof of every damaged item, a copy of the contract showing payment of move and additional warranty. Before filing a lawsuit through our attorney I'd like to start with the BBB and at a minimum let the community know not to trust them.

  

  Business response

  08/24/2021

  We are attempting to meet with the ******** tomorrow to complete the adjustment and payment of this claim. Our representative is reaching out to the customer by phone at this moment. We are committed to having the process complete by the end of Business Friday, August 27. We don't agree with every item on the claim but feel we can resolve all items face to face.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  08/02/2021

  This complaint came after no communication with us following the move. We did not learn of any problem associated with the move until this complaint with the BBB. We are prepared to adjudicate this claim fairly with the procedures dictated by law. We have sent ** ********* a claim form and will proceed with the claim when he responds. It's unusual for someone to "go nuclear" without having been dissatisfied with the process after the claim has been reviewed and a settlement proposed. We are prepared to honor the contract into which we entered. As to the items left behind, our men do a walk through with our customers before leaving the origin. Additionally, we place the furniture and boxes in locations in the home specified by the customer at destination. Failing having direction, our men place the items where we think best.

• Initial Complaint

  06/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  06/08/2021

  We received a copy of this complaint yesterday. Our internal representative for claims has changed as of last week. Our new representative, ******* phoned Mr ****** this morning, and after consulting with leadership on the details of the claim, came to a settlement agreement with the ******s and mailed a check out in todays mail. Not enough attention was paid to several customers' claims during this transition period, but we are determined to have all claims caught up within 10 days. 

*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. ↩