Complaints

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• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Hello & thank you. Relating to this move, I tried to resolve directly with claim to company & their response was they would consider refunding $.60/lb for broken items (40lbs), which is $24.15. I replied that I find this to be unacceptable & fraudulent (their claims of ability & preparedness) & asked for reconsideration. My request is total refund of cost $512.17 at minimum, but ideally & reasonably would also include the additional $300 minimum estimate to repair irreplaceable, but reparable items, totaling $812.17. The 2 movers who arrived had no tools (per their claim) that were discussed in detail w/ company rep during estimate/scheduling process. Through carelessness & neglect, they dropped & broke 2 items, damaged my washer/dryer & wasted time on my tab having me obtain tools, remove doors, etc that did NOT require special handling or removal when items delivered/installed. They exceeded est time by 8mins & up charged me ‘additional time’, though they stood around for at least 30mins while I did their work. I had already packed, secured & labeled ALL items (ie fragile, top) & brought to main entrance prior to their arrival. Because they were so lackadaisical & lazy about entire move, I did not have them move anything from upper floors, leaving behind heaviest item incl in estimate & they still charged me. This has been a very stressful, expensive, frustrating & disappointing experience. I was promised & expected professional, prepared & able movers. That is NOT what took place. Please help! Thanks so much.

  Business Response

  Date: 06/30/2023

  On June 6, our movers completed a job for Ms. ***** from East Cleveland to South Euclid.  Our arrival window was between 1230pm-130pm and we arrived at 115pm.  The request was to move the following: (15) boxes, recliner, washer, dryer, coffee table and (2) end tables.  This job was originally quoted for 2 hours but was finished at 2 hours and 3 mins, which rounds up to 2.5 hours.  When this job was rounded it could have just went to the quarter, but company policy states the half.  After reviewing I will reimburse for the .25 of an hour which is $47.25; this was not a request of the client but something that I caught while just now writing this evaluation.  When the customer first called she stated the men had no dollies, no dollies and was not prepared for the job.  I, Amber B*****, the owner was there upon loading of the truck prior to departure and we had tools, dollies, shrink wrap, and furniture blankets on the truck, so I am unclear on why the client is saying this. Regarding the damages, my mover Desean, was carrying the box down when the hand made object fell out of the bottom of the ill-taped box, the box it self never was dropped.  We are not responsible for instances such as this.  In addition, there was a table that was made of metal(the hollow metal), and it had a metal piece come off of the frame.  I am not a welder but that piece had to already be on its way to being popped off, because there was no damage near or around the piece to show that it damaged, it was just basic wear and tear of the table. Regarding the "new" damage to the washer and dryer, this is the first time this has been claimed. Regarding the item upstairs(the dresser), you advised the men that it would not fit, so you chose not to take it.  You advised that upon arrival.  Now in regards to removing the door, we assured that the washer and dryer would not get damaged by removing the door.  Our moving company has a two-hour minimum, there was a 15 minute drive from one location to another therefore the job was completed in one hour and forty-seven minutes. Please note that we removed the door and prepped items for transit within the time, as well.  Our mine, are top of the line and work hard, this claim is fraudulent.  

  Customer Answer

  Date: 06/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  There is nothing fraudulent about this claim. The mover DROPPED THE BOX w/ the sculpted (yes, handmade, by a metal artist & purchased from Lee Hayden Art gallery) object to the ground b/c of how HE chose to stack 2 labeled & not heavy boxes in his arms. Upon impact of hitting stair, the items fell out on stairs & rolled forward toward lawn, key bowl damaged at that time. NOT what the respondent is claiming. I was TOLD by the movers that they did not have tools, so NO, they did NOT remove the door - I did, to accommodate their inability to figure out how to bring the washer/dryer out, despite fact that it was moved in WITHOUT need to do so. It was scuffed/scratched along sides by them, but not broken, so was not included in request for repair, but most certainly is part of why total refund of cost of move was/IS in fact requested. I did not, upon their arrival, tell them to leave dresser (everything) from 2nd floor, it was directly related to (& after) the mover dropped the box. It was among the first items moved & only became clearer that these people were ill-equipped. So either THEY lied, or the respondent is, regarding preparation & ability. Their judgement on my hand-made table base (again, made by artist, purchased from Lee Hayden Art Gallery) isn’t my problem. It was NOT broken or worn & the top is marble & separate piece. They were careless & these expensive repairs of irreplaceable items was totally avoidable, had they paid an ounce of attention. I had 2 people helping me & witness to all of this. I am still requesting COMPLETE refund, even if they are not professional & honest enough to cover repair of items damaged directly by them during move. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 07/11/2023

  These photos were representing (2) pieces, one which is an end table.  The second, a handmade piece that was not packed properly by customer.  Photos reviewed.

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The photos are of two pieces the movers broke, through their careless actions. The key bowl is handmade by a metal work artist, as is the coffee table (not end table.) The mover dropped the box marked fragile/this side up all over box, which was also closed & taped. He dropped it from him standing to the ground outside. It fell to ground & rolled. THAT is how the item came out of box & was broken. THE MOVER DROPPED THE BOX. & the two movers were simply careless & ill-equipped during entire move, carelessly banging things around & stacking in truck without thought. This is how the piece from my coffee table broke off. I inspected everything while packing & organizing. Their lackadaisical behavior & careless, irresponsible attitude is what led to the destruction of my belongings. It is no surprise their employees behave this way, as I sense the same issues from their leadership. Again, a full refund is requested, if they do not have the honesty & decency to ALSO pay for the repair of the broken items. 
  
  
  
  Regards,
  
  
  
  ******* *****