ComplaintsforBagby Transfer Company

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company moved my belongings out my home in March of 2022 and transferred them to a Bagby Transfer storage facility where they were stored for 13 months for a home renovation. The process to move out of the original home was fair but not excellent. My belongings were stacked in the storage unit without concern for damage or scratches, no pads between items that were stacked on top of each other, etc. The storage unit itself was supposed to be climate controlled, but had issues. Those issues were addressed after we complained. When my belongings were unloaded from the storage facility it was obvious that a great deal of damage had been incurred. My headboard had a giant crack in it, the armoire was scratched terribly and an antique sideboard was broken into multiple pieces. That is only the beginning of the problem... During the move in process multiple pieces of furniture were severely damaged, including having a round coffee table rolled up an asphalt driveway!! The movers were poorly trained and had very bad attitudes. The insurance is useless because purchase receipts are required to file a claim! The owner, ***** ******** showed very little concern and offered no resolution. The large and very intimidating movers, the very same ones who had destroyed most of my furniture stood over me and told me I had to fill out a survey while they looked over my shoulder. I nonetheless provided them with very bad reviews for whatever good that does anyone. Do not use this company!!!!!!!

  Business response

  08/23/2023

  We are very sorry to hear that you feel this way.  In response to your statement, in the climate controlled units, the A/C units are standardly set at 75 degrees during the summer months.  However, during this extremely hot weather the A/C units may go out.  It is our policy as soon as we learn that a Unit has a problem, we call our A/C repair service.   In the case of your unit, it took two days for the A/C Repair Firm to order parts and return to fix the unit which is standard during the summer months.  Second of all the furniture pads are part of the permanent inventory of the moving trucks. If a shipment is going into storage, the pads are removed and replaced by brown padded paper. When a shipment goes into self storage facilities, there is no guarantee that we will be moving a customer out of the unit.  Therefore, unless the shipper wants to pay for additional pads to go into the unit, brown paper is used.   This is our standard procedure for the moving industry.  Pads are considered as a part of the truck's equipment. The first move was completed 3/31/22 into storage, a signed copy of receipt of the GA Moving Guide which explains what to expect before the Move, During the Move and After the Move is attached.   Any licensed mover mandated by the State of Georgia, provides a copy explaining after the move is completed you have 90 days to file a claim based on the Valuation Option you chose during the move.  We also include an additional educational form marked (GIVE TO SHIPPER TO KEEP), explaining this process and referencing the Moving Guide and our website link, in above attachment.  The original valuation of 60 cents per lb., the free Valuation was chosen on the first move in.  That valuation covered from the time it was loaded form the origin to the storage destination.   The move out of storage is a completely different move.  The valuation coverage is designed to cover the furniture from the time it is loaded out from the storage to its destination if any damage should occur during the moveout process.  Addendum attached above for the second move.  We have inventories on the move in.   Attached also, is where our Claim Representative sent you a claim form to fill out to begin the claim process which is mandated by the State of Georgia.  Also attached is the only thing which the office has received to date was bill for a replacement key. We do not find where you have returned the claim form.  In reference to the survey sheet, the laborer's pay is based on the rating they receive. The purpose of this sheet is to encourage the laborers to do an excellent job for the customer.  The envelope for the survey says to fill out in private and seal it up in the attached envelope.     

• Initial Complaint

  07/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  LICENSE TO STEAL!! DO NOT USE THIS COMPANY. THEY FAILED TO MOVE/PACK MULTIPLE ITEMS. THEY STOLE, OR LOST, THOUSANDS OF DOLLARS OF MY BELONGINGS AND EVEN THOUGH I PAID EXTRA FOR THE INSURANCE THEY DENIED MY CLAIM. THEY DON'T EVEN HAVE A REAL INSURANCE COMPANY THAT INSURES YOUR BELONGINGS. My entire story is below. Where to start??? Do I start with the thousands of dollars of my belongings that they either stole or lost? Do I start with he complete incompetence of the crew they sent? I don't know so I will just start from the beginning. I used Bagby to move me out of my rental home in Rome, Ga. I had them move me into storage because I was unsure where my job was going to take me. I walked through the house and told them that everything goes, except the kitchen refrigerator. I was present for the majority of the move. Everything had already been packed and they were loading the truck. I had to be in Florida the following morning so I asked if they were good with everything and they said they were and that it was fine for me to leave. They were moving some very expensive items so I also paid for their FULL REPLACEMENT VALUE insurance policy. A few days later my former landlord called me and said that they left a bunch of my stuff there. I called Bagby and they asked what was left and told them that a couple of the bins I had packed, my washer/dryer, a couple of power trash cans, a wet/dry vacuum, and the refrigerator that was in the garage I think. The next day they picked it up and the landlord confirmed that nothing else was there. About a month and a half later they delivered my belongings to my new address. After getting everything unpacked I found out that several items were missing totaling thousands of dollars. I told them that I had the insurance, and asked how to file the claim. They sent the paperwork and upon reading the forms, I found out that the movers didn't even follow their own process on how to identify the items moved.

  Business response

  08/02/2023

  ***** ********, Owner of Bagby personally spoke with Mr. ****** after our Claims Representative, ***** ***** had turned it over to him.  Mr. ******** denied the claim for the following reasons:  It is a customary in the Moving Industry for the Customer to stay during the move or have a representative to stay and instruct the men what to get.  Normally when the move is being completed, the crew asks the Customer to do a final walk through the home to make certain everything that was supposed to be moved was gotten.  On this move, Mr. ****** had a woman with him that needed to be taken out-of-town. The crew said he was in a hurry to get her where she needed to be.   According to the crew, he told one of the workers the appliances did not go.  When the Landlord went into the residence he called Mr. ****** and told him the Washer, Dryer, Bar Stools  and grill on porch were left.  Each move Mr. ****** was asked specifically what items were to be picked up.  Mr. ****** called ***** ******** and told him the Landlord said items were still in the house. ***** ******** scheduled for a crew to go out and pick up the Washer, Dryer, Bar Stools, Grill, Rug, but Mr. ****** said do not get the refrigerator which is noted in the file.  The second crew picked up the remaining items and took them to storage. They attempted to call Mr. ****** and confirm all items had been picked up. After that, the Landlord took possession of the house.   The first two moves were local moves with Georgia and charged by the hour. The first move was to his rental home at *** ***** that he resided in until 3/9/2023 when the local move to storage.   No Claim was filed on the 1st 2 local moves.   The final move was from the Storage Units to Mississippi.  The storage units completely emptied and all stored items were delivered to Mr. ******.  It was confirmed by the Storage Manager that the units were completely emptied the day of the move to Mississippi.  Mr. ****** filed a claim after the Mississippi move.

  Thank you for your consideration in this matter.

   

  ****** ** ******
  Vice President/Controller
  Bagby Transfer and Storage
  **** *** ****
  *** *** ******* ****
  ***** ** **********
  ************
  *************************

  Customer response

  08/02/2023

  Complaint: ********
  
  I am rejecting this response because: it being customary for the customer to and being required to stay are two different things. I walked through the house and told them that everything goes, except the refrigerator in the kitchen. Both of the ones in the garage were to be taken and the grill in the back yard. If the movers had told me I needed to stay, I would have. Besides that, they left bar stools, trash cans, the washer and dryer and a few other items. How do you confuse the statement, “everything goes, except the kitchen refrigerator, and leave all that behind? My belongings were either stolen by them, or stolen because they left stuff behind. Additionally, I paid for the insurance that isn’t even underwritten by an insurance company. How is that legal? They make you pay extra for the insurance and then can deny your claim for any reason they want? Also, if you get a copy of their claim paperwork, place close attention to what the movers are supposed to do. They are to label on the items that they move, and they didn’t. Nothing was marked which is one of the reasons it took me so long to discover all that was missing. 
  
  Sincerely,
  
  ***** ******

  Business response

  08/04/2023

  I am sorry you feel this way.  We also have no knowledge of who else was employed by your Landlord who could have had access to your rental property. Our  driver called and confirmed with you over the phone that he had picked up all items you said to get that had been left.   Attached is the signed acknowledgement that you received the GA moving guide on both local moves.  It explains that after the move, you have 90 days to file a claim and different stages (before, during and after) the local move process.  Each time you move, the Cargo Valuation covers the move from Origin to the designated Destination, residence, storage, etc. The only packing involved was on your first local move to your rental home which you resided in for several months. We never received a request for a claim form on the 1st two local moves.  It is also my understanding that the missing items you are claiming are involved on the local moves.  The interstate move is a completely different move and only covered the move from Storage to Mississippi based on the Interstate Tariff.  No packing was involved on this move.  As I previously stated, all items in storage were delivered.  Please reference the above attachment.   

  Sincerely,

   

  ****** ** ******
  Vice President/Controller
  Bagby Transfer and Storage
  **** *** ****
  *** *** ******* ****
  ***** ** **********
  ************
  *************************

  Customer response

  08/08/2023

  Complaint: ********
  
  I am rejecting this response because:  I hired you to move me to Rome from Alpharetta. On that move, you also left items behind and had to go back a second time. What's worse is that it was obvious. The items were left in the kitchen. On the second move, I hired you to move me from Rome and I didn't know where I was going to end up so I asked you to move me into your storage unit until I had an address for you to move me to. Again, you left items behind. Who had access to the home is irrelevant. If you had not left items behind AGAIN, then they would have been stolen by your employees or someone else. I walked through the home with them TWICE and told them what needed to be moved. They assured me that they had everything under control. I asked them if I needed to stay and they said that I didn't. On top of that, according to your own guidelines, they are supposed to label everything upon arrival so that I can verify that everything was delivered and they didn't do that. I paid for the insurance because I knew that you were some moving some very expensive items and I wanted them protected. Unfortunately, your "insurance" isn't even underwritten by an insurance company. I don't see how that is even legal. You want to blame everyone except yourselves. Admit you dropped the ball and make this right. Additionally, your "PRESIDENT" called me and actually threatened me and I have the phone call recorded. I'm sure the courts will find it very interesting. This move is going to cost you dearly and I can't wait to make that happen.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Move date 10-16-21. Paid $760. The Bagby company in Rome, GA didn't replace a broken tv that was damaged in my move along with the movers scratched the hard wood flooring in the process. I didn't request anything for the scratch only for broken tv. We were advised to check the box for the weight of the tv by the movers in the midst of the chaos of move. This resulting in a measly check. Lesson learned. The owner was well aware of the situation as pictures and message were sent directly to him (Steve). Not only that the movers advised we were being over charged versus other customers. The original fair value market of the 65" inch ******** tv was 1268.99 the replacement cost was $500-600.

  Business response

  11/23/2021

  Consumer Response /* (3000, 9, 2021/11/22) */ No I haven't heard anything further from Bagby Transfer after complaint was filed. Please resend information to company for response. Business Response /* (4000, 11, 2021/11/23) */ The Customer was given a GA Mover's Guide explaining the Move and Claim Process, signed acknowledgement form attached. They are given a form explaining Valuation Coverage. The drivers are instructed to call the office if there are any questions about valuation. She chose the free valuation which clearly states that it is $0.60 cents per pound per article for the cargo (furniture) that is moved. A scratch on the floor is property damage which is entirely different than the Cargo Insurance, which was not claimed. We sent her a claim form and offered the $34.20 (weight based on make/model off the internet). Her response to our Claims Representative was don't bother. We are trying to follow the Claim Process that is mandated by the State of Georgia. A Claim Settlement check is in the Accounts Payable Process. Attaching documentation. In regards to the charges, we are governed by the Georgia Tariff mandated by the State. Saturday and Sunday moves are O/T rates. M-F are regular rates. She scheduled her move for a Saturday and was quoted upfront when the order was taken. Steve B******* is the Owner and Sales Representative. He does not handle the Claims Process. Debby T**** has been trained and has an AMSA approved certification issued in 2006. We have offered settlement based on the options that the customer signed. Sincerely, Monnie F. W******************************* Business Response /* (1000, 13, 2021/11/23) */ ***Document Attached*** Consumer Response /* (3000, 15, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in my initial complaint I was aware of the form I completed; however I was informed to check the box indicating the weight of the tv 0.60 cents in results Bagby Transfer offering the 34.60. The form wasn't explained in depth and basically placed in my face in the middle of the process of my move. In further details why would I/any customer select the lesser option for resolving damage to their property if they weren't fully aware of the outcome. I provided clear and full details on the value of my tv. So why would I accept the offer. As far as in response to the offer that was verbally quoted to me isn't true also that I said "don't bother " which also indicates that this company will go to any stakes to not do right by their customers. I also expressed to the operator how I felt because of the wrong doing. I then proceeded to find further assistances in rectifying this matter. Consumer Response /* (3000, 19, 2021/11/24) */ To clarify I know I over charged for the move and regardless of the weekend rate. My rate was $190 an hour I saw the rate sheet for Bagby which I should have been charged roughly around $155. I was charged an extra $40! Can you explain that? Also, in rebuttal if I declined the offer the customer service provided do you have recorded proof? I'm sure you won't because that is false information. Consumer Response /* (3000, 20, 2021/11/24) */ ***Document Attached*** Consumer Response /* (3000, 21, 2021/11/24) */ Additionally, I paid 760 for my move I was quoted 706 I included extra money to tip Bagby Transfer movers. I informed Steve that I tipped the workers which we assisted at times during the move so we would not be charged more for the time of the movers being there. Steve is also aware of that as well because we called him to get an understanding why the process was going at the extent it was. So I go as far as over looking the fact we were over charged (learned this after the movers weren't finished), assisted in our own moving process, and didn't request for resolution on the scratch of my hardwood flooring. The $34.20 was an insult to me. We're in the middle of a pandemic and I work hard for my belongings. The decent thing to do is fulfill the value of my tv $500/600, because I have provided documentations for that. Business Response /* (4000, 23, 2021/11/24) */ First of all, I submitted the original quote and order form showing the Saturday O/T rate is $190 for 4 men ((It was scanned and sent with response). M-F the rate is $165 for 4 men. We have already addressed this question in our original response. It is O/T rates on Saturday and Sunday. She moved on Saturday at the rate quote originally given. Those rates have been in place since 6/15/2018. Second of all, it is the Customer's responsibility to read all documents, especially the ones that require signatures. She had the option of paying additional money for replacement coverage if damage occurs. She signed for the free valuation which is 60 cents per lb. per article. We have a website where all of this information is available on local, intrastate and interstate moves. She was charged the standard Saturday rate, and she signed for Option 1 insurance. Based on her valuation choice we have offered settlement. The Addendum for Valuation is in place for this reason, to allow the consumer to choose what option they want. The State of Georgia has mandated this form for that purpose. Sincerely, Monnie *. W***** Consumer Response /* (3000, 28, 2021/11/24) */ Additionally, your website doesn't reflect any rates unless you request an estimate. Business Response /* (4000, 29, 2021/11/24) */ First of all, I submitted the original quote and order form showing the Saturday O/T rate is $190 for 4 men ((It was scanned and sent with response). M-F the rate is $165 for 4 men. We have already addressed this question in our original response. It is O/T rates on Saturday and Sunday. She moved on Saturday at the rate quote originally given. Those rates have been in place since 6/15/2018. Second of all, it is the Customer's responsibility to read all documents, especially the ones that require signatures. She had the option of paying additional money for replacement coverage if damage occurs. She signed for the free valuation which is 60 cents per lb. per article. We have a website where all of this information is available on local, intrastate and interstate moves. She was charged the standard Saturday rate, and she signed for Option 1 insurance. Based on her valuation choice we have offered settlement. The Addendum for Valuation is in place for this reason, to allow the consumer to choose what option they want. The State of Georgia has mandated this form for that purpose. Sincerely, Monnie**.W*****/VP Business Response /* (4000, 35, 2021/12/07) */ I am very sorry that the customer feels this way. We are trying to handle this situation professionally based on our Mandated Regulations that have been place for the 80+ years we have operated. I was referring to the Valuation Options that are listed on our Website, not our rates. Those do require a quote. Our workers carry a rat e sheet with them that lists 4 different sets of rates. Regular rates M-F, based on the number of trucks sent (1) and the number of men sent. It has column for the M-F rates, the 2nd column on right side of page is Overtime Rates Saturday & Sunday. Underneath on the left is the M-F 2 truck + # of men rates, and on the right is the O/T 2 truck + # of men rates for Saturday & Sunday. The rate sheets the crews carry in the clipboard for their reference lists all of our different rates. The customer rate is based on the original handwritten order that the salesman writes up. Our sales staff, normally tells the customer the M-F rate and also the O/T Saturday & Sunday Rate. Based on the move date requested, the designated charge is written on the order, which was a Saturday move, therefore 4 men@$190/hour was the quote for the number hours worked. In regards to tip money, that is totally a voluntary action on the part of the customer and has nothing to do with our rates. The men always appreciate it and interpret it as that they did a good job. Thank you for your consideration. Monnie **********VP

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