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:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 furniture was damaged during a move with said company. Insurance for replacement value was purchased. The cost of the replacement furniture greatly exceeds the amount offered. The crew damaged walls at both properties. A heavy tool box was secured with only one strap, it broke and tool box caused all sorts of damage. Most of the other damage was repaired or replaced with the exception of the living room furniture. We are $4000.00 in the difference between the cost of the settlement and the amount offered. That is on top of the $1600.00 deposit lost due to the walls damaged at the Roswell. We had been dealing with *******************, the former owner but have yet to hear from the current owner. **** suggested that we contact the insurance company directly but they consider the claim closed. I would be satisfied with the company refunding the $3700 for the cost of the move and calling this done.

  

  Business Response

  Date: 08/03/2023

  Dear **************,
  
  While I empathize with your frustration, I also find it important to respond timely and appropriately to your complaint.  Your move was completed on 5/24/2023.  Your claim and related information were submitted to our insurance company 6/1/2023 for inspection and resolution.  Repairs and restitution were completed 6/26/2023.  There was never a moments hesitation that your concerns would not be addressed in a timely and professional manner.  An inspector was sent to your residence to thoroughly review all issues that needed to be addressed.  Additionally,they visited our facility to review the damaged items we brought back. All requested work was authorized by you and completed by competent and professional contractors that included some wall damage and furniture repair.  The cash component of the settlement included reimbursement for a washing machine you bought (that we felt should be expedited) and a sofa that you claimed ******* (with a purchase receipt).  In all, $3438.51 was spent resolving all issues exactly as your claim stated.   While it is well within your prevue to replace items with those of your choice, it is not the moving companies or insurance companies responsibility to subsidize them.
  
  Respectfully
  
  *************************;

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20380068
  
  I am rejecting this response because:

  The costs incurred by University Movers is due to damages caused during our move. What was repairable we allowed to be repaired. And we were told that what had to be replaced, **************, you told us would be replaced. Except for the living room furniture, it has all been taken care of.
  The insurance we purchased was for replacement value not original purchase price. We are not asking to be subsidized just to be made whole.
  We were without a washer for 3 wks., our mattress was on the floor for 6 weeks, and without living room furniture for 8 weeks. I also had $1600.00 in repairs to the walls at the other residence and my toolbox is damaged. I am willing to absorb those costs to show good faith.
  I would like to either be reimbursed for the cost of the furniture or what was paid for the move. We are not asking to be subsidized just to be made whole.
  
  
  Enclosed are the following attachments
  The signed estimate from University Movers with insurance covering replacement value up to $70,000.
  The loss and damage claim form (2 pages) that was submitted on May 26th along with receipts showing purchase price.
  Detailed notes from ******* documenting the move and the repairs etc.
  The Havertys receipt for the furniture purchased to replace that which was damaged in the move.
  The check (undeposited) stating final settlement for the purchase price on the sofa. The check has not been deposited because it is much less than the replacement costs.
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/15/2023

  *************,

  Again I must restate that the claim was settled exactly as requested by you and we both attached the same claim document.  It appears the frustration lies with the furniture replacement cost difference.

  Several weeks ago asked that you contact the ***************** to restate you concern.  I reached out myself and the insurer indicated they had not heard from you. The claim settlement remains with the insurer it this point.  I reiterate that your efforts be directed there.  I believe you have the contact info.  If not : *************************** Claims Specialist, IAT *************** Office: ************.

   

  Regards

  
   

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20380068
  
  I am rejecting this response because: The claim submitted showing the damage was the original purchase price of the damaged couch. See attached claim form highlighting purchase price. Our insurance covered replacement cost.

  We have reached out to the insurance company to no avail. No replies from voicemail or email. That is why I am reaching out through the Better Business Bureau in hopes of finding a reasonable resolution to this matter.
  
  Sincerely,
  
  *************************