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:06/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On April 3rd, I hired ******* Movers to pack my belongings for relocation, which included a 65-inch ** LED **. However, I was disappointed to find that the movers did not use any foam covers or furniture pads to secure the ** during the packing process. When my belongings arrived at the new location and the ** was unpacked, I discovered that many of the LED lights were out of place.I proceeded to file a claim with a senior claims adjuster, but I was dismayed when they refused to escalate the issue to their manager. Their reasoning was that since there was no external damage, my ** wasn't covered by insurance. It's important to note that the ** was in perfect working condition prior to the move.I believe that the movers' failure to properly secure the ** during the packing process directly led to the damage. Despite this, I have been unable to reach a resolution with ****, and I am seeking assistance to address this frustrating situation.

  Business Response

  Date: 06/06/2024

  Your 2017 65" ** was correctly packed in a ** carton as it was explained to you by your salesman.  We do not use "foam covers" or furniture pads/blankets inside the ** carton.  Wrapping the ** in a blanket or placing foam pieces in the carton can press on the front of the ** screen and causing damage to the screen or to the internal components.    
   You stated in your letter to the BBB,"when the ** was unpacked, I discovered that many of the LED lights were out."  The LED lights are internal parts and not visible from the outside of the **, so I'm not sure how you saw that LED lights were "out".                                         
  As it has been explained to you by your claims adjustor from SIRVA: Electronic items, such as **'s,computers, printers and so on are not items that are covered by the moving company.  The reason behind this is because during transit, which includes packing and road vibrations, can cause the internal components to shift during transit.  This is not a result of mishandling.  It is merely caused by moving the item.     
  Every time you turn on the **, the internal components heat up.  Once the ** is turned off, the components cool down.  Since **'s are not items that are moved around in your home, the heating up and cooling down process does not affect the internal components that have weakened over the years of use and therefore the ** continues to work as intended.                   In addition, there is no external damage to the carton or to the ** itself, lending more credence to our position of denial.                                            
  I understand that this is frustrating for you however the moving crew did nothing to cause the internal components to shift during transit and therefore we are unable to honor your claim for "damage: to your **.  

  Customer Answer

  Date: 06/10/2024

  
  Complaint: 21747071
  
  I am rejecting this response because: Let me express my extreme dissatisfaction and frustration with the services provided by Beltmann Group during my recent move. Not only did your team fail to handle my belongings with the care and professionalism I expected, but they also caused significant internal damage to my 65-inch LED **, which is now rendered unusable. It is appalling to learn that despite industry standards mandating proper padding inside the ** box for insulation during transportation, your movers neglected this fundamental precaution. This oversight resulted in irreparable harm to my valuable electronic equipment, which is unacceptable. Moreover, I was deeply disturbed by the behavior exhibited by your movers throughout the moving process. Instead of focusing on their responsibilities and handling my belongings with the necessary attention, they displayed a lack of professionalism and respect. From their apparent disgruntlement upon arrival to their inappropriate comments on my appearance and blatant disregard for company policies regarding packing, it is evident that their priorities were misplaced. It is utterly disheartening to witness such negligence and unprofessionalism from a company that prides itself on providing quality moving services. As a customer who entrusted ******************************************* with the safe transportation of my belongings, I am appalled by the disregard for basic standards of care and conduct displayed by your team. Furthermore, I've attached pictures clearly depicting the damage caused to my **. The LED lights are visibly out of place and show through the ** screen, resulting in a distorted and unusable display. Prior to the move, my ** was in perfect working condition, and such damage was non-existent. Therefore, to question how I know the damage occurred during the move is not only absurd but also speaks volumes about the level of unprofessionalism I have experienced from your company. I am now asking for not only restitution for the damages but also a formal apology for the distress and discomfort I endured due to the unprofessional behavior of your movers. No customer should feel uncomfortable or disrespected during what should be a straightforward and stress-free process. 
  
  
  Regards,
  
  *******************