ComplaintsforAthens Moving Experts, Inc.

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Athens Moving Experts where very unprofessional. My husband and I moved from ******, ********** to ******, **************. While the two African ********, men, the ******** man and the one Russian man unloaded my belongings out of the three *************** They scratched three of my wooden lamps which were ***************** ***** and bent the wheel frame that my filling cabinet was sitting in while being shipped in the pods. The frame was straight and was not bent before it came out of the storage pod. I also caught the Russian man smoking while on my property when he was suppose to be moving my property. The movers left my property in the wrong rooms when it was clearly marked where it should be left. I spent several days trying find my belongs because they weren't placed where we told the men or where they were marked. I emailed and made claims for over three months to have my belongs replaced or paid for, but the claims agent **** was rude with me and only offered me $25 for all of the items. He told me that the only thing his company could do was pay me $25 dollars. I ended up having to pay $60 to replace my wheel frame for my filing cabinet. My husband and I urge anyone who is thinking of going with this company to stop before using them to move there belongs!!

  

  Business response

  07/06/2023

  ****,
  
  I first want to apologize if at any point I came across as rude as that is never my intention. Additionally, I want to apologize about any damages outside of the file cabinet; since receiving your initial claim on 04/18 that is the only damage which our claims department has photo documentation of. Based on our notes and talking with the crew, we were under the impression that the crew immediately brought the damage to your attention once reaching the file cabinet in the pod. The reason for removing the bent frame was due to the hazard it created while moving the fully loaded cabinet up a flight of stairs.
  
  It is standard procedure for our crews to complete a walk through upon completion of every move to ensure belongings are placed exactly where the customer would like them. If you do not mind following up by email with our claims department in regards to which items are not where they belong and any additional damages which have been identified our claims department will be sure to resolve the situation to the best of their ability.
  
  I do sincerely apologize and look forward to the opportunity to resolving this for you in a satisfactory manner.
  
  Regards,
  
  ****

  Customer response

  07/07/2023

   
  Complaint: 20261562
  I 
  I am rejecting this response because: All I want was to have to base of my filing cabinet replace and Athens Moving Experts did want to give me sixty dollars to replace the damaged one
  

  Thank you
  Sincerely,
  
  **** *********************

  

  Business response

  07/11/2023

  ************,
  
  Our claims department is unable to issue 100% reimbursement for any damage or issue which arises without an appropriate investigation into the claim being made. Additionally, on any move where we are "unloading only" it is standard procedure for our crews to be hyper aware of any pre-existing damages in order to bring them to the customers attention prior to unloading. Since we did not load the PODs before they made the cross country trip, our crew was reminded to make sure to identify any pre existing damages and immediately bring them to your attention in order for you to address them with the company which loaded the PODs. After talking with the crew it did appear that they brought the bent base to your attention immediately upon reaching the file cabinet in one of the PODs. While trying numerous times to confirm this with you (the most recent by phone on 05/09/2023), it was brought to our attention that there could possibly be more damages. At this time we mentioned that to review/resolve any additional damages we would need to receive photo documentation.
  
  Under the basic value protection elected for on the move, items which are damaged beyond repair are required to be reimbursed at $0.60 per pound, per article damaged. While we did feel that our reimbursement of $25 was fair given the circumstances of the claim, including the election protected for, we are committed to the satisfaction of our customers and fostering long term relationships with each. We feel that in the unfortunate event an issue arises on a move, it is our commitment to resolving the situation to the best of our ability and willingness to go above and beyond the requirement that sets us apart from our competition.
  
  We kindly ask that you reach back out to us by email at ********************************* so we can have the opportunity to try and make this right for you.
  
  Regards,
  
  ****

  Customer response

  07/12/2023

   

   
  Complaint: 20261562
  
  I am rejecting this response because:
  I want the full amount of the filing cabinet rolling rack which should not have been removed from the filing cabinet in the first place! I will not settle on this claim until I receive compensation in the amount of $60 to replace the damaged rolling rack!
  

  Thank you

  Sincerely,

  Your not so valued customer, 
  **** *********************

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

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sept 29th, 2022 the movers came to my house at 9:30 AM to move me to *** **** storage **** ************ *** *********** ** *****, The movers arrived at *** **** storage around 3:00 PM & left around 6:20 PM. Between 445 PM -5:30 PM, one of the younger movers was in the truck by himself moving my ******* - 29 cu. ft. Smart 4-Door Flex™ refrigerator with Family Hub & Beverage Center - Stainless steel by himself coming towards the end of the opening of the moving truck & he got to the edge he tilted the dolly forward & my refrigerator lost balance & fell on the touch screen side of the refrigerator on the right wall of the truck from the inside. before my refrigerator completely fell (I yelled WHOA WHOA WHOA) i ran up the silver ramp to brace the fall of the refrigerator. Then the oldest mover told the guy on the truck "wait for me & ___ (The other younger guy) to get back & we'll get the refrigerator".....Timed passed then the 2ND younger mover went & get the refrigerator by himself without the help of anyone as i watched him come down the ramp the refrigerator was pulling him down the ramp almost derailing VS him rolling it down under his control & eventually when it got to the bottom of the ground it slammed and made a loud slamming noise. Also, my 65In ******* curve TV stand was somehow broken by one of the younger guys according to the oldest mover, when speaking to him i asked about the details of filing a claim & he informed me i had up to 6 months to file a claim. so as soon as this move was done (Around 6:20 PM) i called Athens Moving Experts to file a claim & left a voicemail & got a call the next day from **** ******* (Operations Manager) saying there's going to be an investigation, but to prove the refrigerator isn't working properly it needs to be plugged up... I said but how? The refrigerator is buried in storage, i have no help, & there's no plugs & ill be moving out after the claim period has expired & NONE of is my fault, I'm the customer/victim.

  

  Business response

  10/14/2022

  We apologize for any miscommunication or misunderstanding in regards to our commitment to resolving and rectifying this situation for you; at the end of the day our sole goal at Athens Moving Experts is to provide an unmatched quality of service and moving experience for all of our customers. While we are human and can sometimes make mistakes, our renowned claims department is fully committed to going above and beyond to make things right in the event there is an issue during a move. I personally assure you that our claims department will exhaust all options to the full extent of our capabilities, including exceeding the requirement under the basic value protection, to provide a satisfactory solution.

  

  Business response

  10/18/2022

  Our claims department has consistently replied within a few days of all communication received, and ask that you be patient as they continue to work to resolve this issue in as timely a manner as possible. Specifically due to the nature of the claim for the fridge (inability to confirm damages exist/severity of any possible damage) it may take a bit longer to resolve than the claim for the tv's stand.

  Customer response

  10/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: I don't agree with their solution of trying to pacify me $300 for my new $4000 ******* Refrigerator.
  
  Sincerely,
  
  ******* *******

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