ComplaintsforGlaser & Sons Mooving

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I hired Glaser Moving on August 1st, 2022. Several mishaps occurred. The biggest being damage to my computer monitor which was wrapped in bubble wrap. When I attempted to use in 7 days after the move, I discovered a crack in the monitor that shows when the display is on. I spent 5 DAYS calling and texting the company to get resolve because there is a 10 window to file with them directly. I have had to make multiple attempts and the Owner and the Owner's daughter keep blowing me off and not calling me to speak to me directly. I SENT A PHOTO of the damage today after I finally got a text asking for a photo and measurements. Once sent, I received another text asking for another photo. This is a scam company as the photo I sent SHOWED THE DAMAGE. It cost me $254 to replace the monitor. Movers also damaged one of the boxes of office supplies as the container was brought into my home completely broken and papers inside disheveled & folded into wrong creases that damaged documents. I found some other items ajar however, I am only asking for the Monitor to be replaced. When I requested this move, I asked for the same three men I had in May for my first move. I received a text stating that they would be handling my Aug 1 move. Hoever, that morning, the company sent only one of the three. My home has a flight of 16 stairs and only one of the three movers were willing to climb the stairs, leaving alot of the heavy work to a young 20 year old with no experience. It was a hot day and I provided water to all the workers. I provided an extra breakfast sandwich to the young 20 year old and the owner got mad. The owner was not climbing the stairs and spent most of the time at the truck. They obviously do not have the courtesy to call and speak to me and keep playing a game to state that I did not make my request for damage within the 10 day window when I did. I deserve my entire $420 + $60 in tips back for the disrespect and the $254 in damage to monitor

  Business response

  08/12/2022

  Please see our response to Ms ********** below. I emailed this to her about 5 mins ago.

  Dear Ms. **********,
  
  
  This email will be sent to the BBB and is in response to the ongoing correspondence between us and now the BBB.
  
  
  As you know you have been corresponding with Bob since this past weekend (Sunday) when you brought to his attention that you thought items may have been stolen by our crew. Bob, explained he would check in with the crew on Monday but had suggested you look again as sometimes during a move items are not noticed right away. You then called back to say you found the items. But then text the monitor screen was broken and you could not find it because it was wrapped in a sheet. You continued to explain we must have broke it and hid it under the sheet.  We had not packed your items and would not have had access to your sheets. These items were in storage, that we had placed there at an earlier move date. Bob again stated he would check with the crew on Monday regarding your claims.  On Monday, the crew re-counted your move. You were at the residence when your items were being unloaded and helped to direct which direction & rooms items were to go to.  The tote in question was dropped, which the crew brought to your attention and told you they dropped it. It contained papers inside. The tote was not properly boxed, nor was the monitor which was not in the tote, but our crew was being helpful in moving items instead of leaving them behind. 
  
  
  On Monday, and all week, our crew and Bob were on an office move which requires no phones in the warehouse district of the company. Nichole explained as soon as she could communicate your concerns to Bob she would and try to come to a resolution.
  
  
  Yesterday, Thursday, you again notified us the monitor was cracked with color malfunction. We requested a photo and were going to see what it costs to replace as technically we are not responsible for the mechanical operation/condition of electronics. Our insurance is stated on the signed paperwork, 60 cents per pound per article which is our legal insurance registered with the State of South Carolina. The photo was sent at 10:38 Thursday morning, which does show the damage.  Since that time, you have already contacted the Better Business Bureau and have not given us the opportunity to work out a resolution with you on something we are not responsible for.  A full refund for your move is not something we will be doing for you.  We researched the price to replace, although we could not find a **** on their website that is asking the price you are requesting. Please confirm it is a 21" **** monitor and we will replace it. Once it is ordered, we will bring to you and collect the damaged one.
  
  
  I am sorry you feel as if you were not properly heard and responded to in a timely and efficient way in your communication with our staff here at Glaser & Sons. We have been in the moving industry here in Greenville for over 30 years. We are a family business and honestly try to treat each customer with the same respect as if they were our family. Although it is not our responsibility to replace, I hope you will find this a satisfactory ending to your move.
  
  
  
  
  
  
  Thanking you in advance,
  
  
  
  
  Tonya G*****
  Owner, Glaser & Sons

  Business response

  08/18/2022

  A check for $254 will be put in the mail today. That is above and beyond our contractual agreement that was signed for at time of move by Ms. **********. We are considering this case closed. 

  Customer response

  08/18/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **********

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