ComplaintsforVon Sydow's Moving and Storage, Inc.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********** salesperson, *********************** (also the mayor of ********, **) misrepresented what the moving company was capable of doing. We packed all of our own boxes and only had two chairs for our local move of 30 miles. We had only one item that had any fragility that they packed - which was a very large picture frame. We specifically asked *** if they could handle it. He said it would be no issue as they pack pictures all of the time. When we arrived at our new location and unpacked the picture frame on the same day, the glass was broken and the frame was chipped. Upon receiving a repair quote from a local ******* based picture frame company, the cost was $4900. We originally paid more. Upon informing *** and the owner *************************** about the damage, they had me fill out a claim form. They ended up providing us with a check for $22. Quite disappointing! **** sent me an email and shared that while they focus on quality, this was out of their control. These were his exact words. I'm not sure how he could come to this conclusion. He was basically just not taking any responsibility for their negligence and sited the ******** Commerce Commissions rule of $.30 per pound. It was their duty to inform ** of what their liabilities and coverage was, and they did not do this. Normally, I focus on contracts and liabilities but in this case, since we only had one item that was fragile, virtually no furniture and boxes that we had packed, I did not focus on any problems that could occur. It is very unfortunate in this day and age of customer service and social media that ********* would take no responsibility for their actions while the owner couldn't care less about what happened by saying it was out of their control. I would obviously never use them again and would highly recommend against using this company.

  Business response

  06/08/2023

  Reference Complaint ID ******** dated 6/8/2023 - Mr. and Mrs. ***** and *********************

  On May 19, 2023 Von Sydow's Moving and Storage, Inc. moved Mr. and Mrs. ***** and ********************* from ****************************, *****************, ** to *******************************************************************************

  ****************** told our salesperson that he had 4 mirrors (pictures) that needed to be boxed up.  When the movers arrived at the home ****************** had added a total of 10 more mirrors (pictures)  that he requested to be boxed up.

  Material for packing is put on a truck with what the consumer requests, being that ****************** only requested 4 mirrors (pictures) to be boxed up, it was necessary for the movers to request additional materials be delivered to the origin

  to box up the remaining 10 mirrors (pictures, for a total of 14 mirrors (pictures).  Unfortunately, out of the 14 mirrors (pictures) there was one (1) mirror (picture) in which the frame was damaged and the mirror (picture) was cracked.

  On the bill of lading (which has been uploaded, please note in the lower left had corner reads IMPORTANT NOTICE - MOVER'S LIABILITY of which ********************* signed for valuation of .30 cents per pound if in the event any item was damaged on 5/19/2023.

  Von Sydow's Moving and Storage, Inc. do not make these rules.  These rules are enforced by the ******** Commerce Commission.  Von Sydow's Moving and Storage, Inc. follow all the rules set forth by the ******** Commerce Commission.  

  Von Sydow's Moving and Storage, Inc. contacted their Attorney, as ****************** made threats to both the salesperson and the business owner, that if *********** didn't give him $5000.00 for the mirror (picture), *********** would be sorry they didn't and ******************

  said he would contact and destroy *********** Moving and Storage, *** and the salesperson through ************* ICC, which he has started the process, as you will read in the attachments.  ****************** was also verbally abusive to the salesperson and the owner of the business.

  We are very sorry for what Mr. and Mrs. ***** and ********************* experienced during their move, however, when our laborers perform their responsibilities as movers, they do not intentionally break the consumers household goods.  This was an accident

  and we are very sorry that the ********* experienced their mirror (picture) broken.  I wish I could say that this is a perfect world and we are all perfect, however, that is not the case.  Some of our laborers have been with us over 20 years and when they are

  on a job their main goal is to give 100% customer satisfaction, however, this was not the case with Mr. and Mrs. ***** and ************************* mirror (picture).  Our Team is very sorry, however, they ********* only signed for .30 cents a lb., which equates to

  $22.50 for their mirror (picture).  We did recommend to ****************** to check with his home owners policy to see if they could do anything for the ********* with this claim on the one (1) mirror (picture).

  Thank you for your understanding,

  Von Sydow's Moving and Storage, Inc.

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

  Von Sydow's Moving and Storage, Inc.

  209 ************************

  ***********, ** 60118

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

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

  Customer response

  06/13/2023

   
  Complaint: 20160039
  
  I am rejecting this response because:

  It is unfortunate that ********* is not taking responsibility for their actions.  I suppose I should not have expected anything more based upon their previous responses to me.  In addition, their response was untruthful.  I did not verbally threaten anyone and would never do that. Another example of trying to defer the responsibility and trying to put the onus on the client. I did tell them that they took advantage of the fact that people dont move often thus dont know or understand the laws or insurance.  I believe that they know this and in our case, none of this was ever explained, nor did we understand any options available. Yes, my wife did sign the bill of laiding when they finished the move at 12:30 am in the morning, after a very long and exhausting day.  They didnt give her a choice and we took it on faith that they did what they were supposed to do and would stand behind their services.  We are saddened that they have taken this position.  We feel very strongly that they truly understand all of this and should be held liable for their actions. In this day and age, it sure would be nice for a company like this to take responsibility for their services. No matter their response, the end result is a good example of Von Sydows underlying customer service ideology. 

  Sincerely

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

  Business response

  06/13/2023

  To:  ***** and *********************,

   

  Mr. and ******************************,

   

  I'm very sorry to hear that you do not accept Von Sydow's Moving and Storage, Inc. response to your complaint.

  As stated in the first response, Von Sydow's Moving and Storage, Inc. do not make the rules.  The rules are set by the ******** Commerce Commission

  and we abide by all the rules and regulations set forth by the ******** Commerce ***************** ************* valuation your wife, *********************, signed and accepted on 

  the Bill of Lading was .30 cents per lb. per article and the weight you listed was 75 lbs., which equates to $22.50, of which a check was mailed to you for this amount.

  We are sorry you do not accept the resolution Von Sydow's Moving and Storage, Inc. offered.  If you have further concerns, we suggest you contact the ******** Commerce Commission,

  they are the police and they set the rules for the moving industry.

  Please accept our apologies, our laborers work very hard every day and we would hope that you would find it in your heart to show some compassion to them and accept the fact

  that an accident did take place and consequently one mirror/picture got cracked and a picture frame chipped.  They did not do this intentionally.  

  Thank you for your understanding,

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

  Von Sydow's Moving and Storage, Inc.

  209 ************************

  ***********, ** 60118

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

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

   

   

   

   

   

   

   

   

  Customer response

  06/14/2023

   
  Complaint: 20160039
  
  I am rejecting this response because:

  It is unjust and unfair. ********* has taken advantage of ** in not explaining how the program works. ******************************* expects us to be understanding because accidents happen? This sounds pretty ridiculous to us since moving is the business that they are in. ********* is obviously standing by the "letter of the law" but their resolve is unsatisfactory. I can assure you if the roles were reversed and this happened to them, they would feel the same as I. ****** believes that because they had our signature on the form and the .30 per pound, that this is the bottom line. Well, the bottom line is that ********* took advantage of us and their clients by not explaining any details to us and then making my wife sign a form at 12:30 in the morning while demanding her signature. Their apology is shallow and it is apparent that all they care about is making money, not satisfying their distraught clients. *********** lack of providing a satisfactory outcome thus far will just precede their reputation. They came recommended to us from our Realtor and she will never recommend them again, in addition to sharing the situation with her clients. It really is unjust and disappointing.

  
  Sincerely,
  
  *************************

*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. ↩