ComplaintsforAbsolute Moving & Storage, Inc.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired absolute moving and storage to move my household belongs from ************** in ************ in April of 2018. I paid to have contents fully insured and I paid monthly storage charges for 44 months of 300 a month always auto debited . I set up delivery to my home at ****************************************, ** for dec1, 2022 and paid in full for delivery which included full insurance.There were issues with my custom sectional couches that movers could not figure out how to put together and my grandfather clock would not work when they reassembled the works inside. I cont1ctd company immediately and said I need somebody to set up my couchesthey said I would hAve to file claim. I hired somebody and paid to have them set things up correctly. Absolute refused to pay for it. After opening up most of my boxes there were a number of items that were damaged and broken. I submitted a claim in June 2023 for repair and replacement and I listed every item , including box numbers and submitted photographs. They assigned a woman named ******************* to process my claim. I kept in regular cont1ct with her and was told it was insurance having difficulty finding a company to fix my grandfather clock. This went on until a few weeks ago and I called and was told **** dont work here anymore and they said I could not speak with owner who I did originally contract with. The woman i spoke to said owner is never here and she had not told him about my claim..so another week goes by and nothing happens. Asked to speak with a manger and was out on hold and woman came back and said nothing manager could do. Only the owner who is not here and have no idea when he will be here. I need help resolving this.

  

  Business response

  11/08/2023

  First, to clarify, what the customer paid for was not insurance, but valuation. This is simply the variable equation by which the value of a customer's items is computed, should the customer need to be compensated for damage or replacement. This customer chose to pay extra to have a more favorable value assigned to her items. When the customer first filed her claim last year, she was sent a claim form, which advised her that if she chose to pay for estimates or repairs prior to obtaining agreement from us, she may be liable for the cost of those repairs. We were not given the opportunity to source vendors for the repairs to her couches, as the claims process requires.

   

  That said, the way the claim was handled when we heard from the customer again in June of this year is regrettable. Unfortunately, we did have trouble finding a vendor to perform the necessary clock repairs, and paired with some changes in staffing, this led to the claim dragging on for longer than it should have. We apologize for that. As we are unable to find an adequate repair service near the customer, we are now looking at replacement options. Given the dollar amount associated with the grandfather clock in particular, we will be filing a claim with our cargo insurance carrier. This will take time, unfortunately, but will be processed as quickly as they will allow it.

   

  We apologize for the messaging the customer received, if she was indeed told that there was no one she could speak to. That is not representative of the care we try to give our customers, and we will be looking into the matter internally. In short, we regret that the matter has taken as long as it has, but we are still actively working on this claim.
  

  Customer response

  11/08/2023

   
  Complaint: 20774753
  
  I am rejecting this response because:

  I did pay for insurance on all my items aT the time of pickup through the whole time of storage and delivery.

  the claim was sent in June 2023 with all supporting documents.  I would like to know how much longer before I will be updated on my claim with an offer to repair and or replace my damaged items. I have kept all packing materials and boxes and expected to have an appraiser come and see the damaged items.  
  

  Unfortunately, communication with this company has not been good.  I continued to email or telephone and them every other 
  week for updates and provide further information that was requested.  Customer service has been inadequate and the inability to speak with the owner who I originally signed contr@cts with in 2018 nor the manager who said  nothing he could do about it.

  Not responsive and and lack of care for customer.

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

  

  Business response

  11/17/2023

  Our intent was not to suggest that the customer did not pay for Full Value Protection for their move, only to clarify that Full Value Protection is NOT insurance. This is explained on several places in the moving documents.The customer may continue to refer to it as insurance if they wish, but NCUC regulations prevent us from referring to it as such.
  
  This claim is still in progress. We have forwarded the matter to our cargo insurance carrier for resolution, and will update the customer as soon as we hear from them. While we understand that it is frustrating to have this drag on, there is little we can do to speed the insurance companys movement on this. In light of the customers concern, we have reached out again to the carrier and asked for an update, and we will be sure to include the customer in whatever updates we receive. 
  

  Customer response

  11/17/2023

   
  Complaint: 20774753
  
  I am rejecting this response because:

  it has been going on since June and the business seemed unconcerned with how long it is taking and stating there is nothing we can do about it.  So do not want to close this case until it is resolved.

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

  

  Business response

  12/01/2023

  We understand the customer's frustrations, but the matter IS still in process. We apologize again for the initial delays in processing, but now that the matter has been moved to our cargo insurance carrier, the customer should be contacted by an adjuster soon, if she has not already been. We will continue to follow up as the matter progresses.

  Customer response

  12/01/2023

   
  Complaint: 20774753
  
  I am rejecting this response because: it has taken 5 months to get to insurance 

  carrier.  I did receive an email from insurance stating that an adjuster would be in contact with me soon.  That was 3 days ago. Until I have an adjuster and repair or replacement offer I want to keep this open.
  
  ************************************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Absolute was hired to move us locally on 9.6.2022. During the move our dresser was broken and we reached out to resolve. ***** keeps saying to contact Lisa whom I’ve emailed 3 times and I’ve gotten no response. I have sent ***** images of the broken dresser and a link to the website I purchased the dresser from. I want full reimbursement for the dresser, the handles cannot be reattached.

  

  Business response

  10/14/2022

  Our claims specialist did receive this customer's initial emails, and responded via email with a form for the customer to complete. This form is required to begin the claim filing process. We have not yet received the completed form back, nor have we heard from the customer since it was sent. I have attached a screen shot of the sent email showing the customer's correct email address and timestamp as evidence for the BBB, though I understand you may not be able to post this publicly. In any case, since the customer has not received the form, we will send it out again. We will reach out to the customer again to confirm receipt, once it is sent, and the claim will proceed as soon as the form is completed and returned.
  

   

  
  

  Customer response

  10/16/2022

  
  Complaint: ********
  
  I am rejecting this response because: I never received the form.  I have emailed both **** and ****** ***********.net requesting the form.  I have asked she reply to the email I sent so that we can insure it goes to the correct email or doesn't go to spam.  I do not know what it means "sent via *********" but this may be the issue.
  
  Sincerely,
  
  ********* *****

  

  Business response

  10/18/2022

  We have reached out again to this customer, and are now in a dialogue with them to process their claim.

*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. ↩