ComplaintsforTop Flight Movers, LLC

• Initial Complaint

  03/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Fri, 02/03/2023, Top Flight Movers (TFM) arrived to move our items from an apartment to a residence. TFM duly performed the move and we duly paid $1170.00. While unpacking on Wed, 02/15/2023, one of a pair of Nautilus Bowflex SelectTech dumbbells was found damaged rendering it unable to be used. The adjustable knob will not move due to a broken plastic handle tab. I attest and affirm that this dumbbell was usable and functioning up to the day of the move and was undoubtedly broken during the move by TFM. We were told by TFM that they would take extra care of our items, that this is their job and to not worry about damage as they would be placed in the smaller of one of two trucks that arrived for the move. After careful consideration and convincing by TFM, we allowed TFM to move some of the items we had set aside to move ourselves, including said dumbbells. Upon finding one of the dumbbells broken, we have contacted TFM on several occasions with a request for a claim form and/or repair/replacement options for the dumbbell to no avail. On Mon, 02/20/2023, we called to advise on the damage and to ask what we needed to do and was told the owner was out-of-town until Mon, 02/27/2023. After receiving no phone call at that time, we called back on Thu, 03/02/2023, and left a message for a return call. On Fri morn, 03/03/2023, we called and left a message with a return call made to us by the Operations Manager and was told to call for the owner early Sat morn. When we called on Sat, 03/04/2023, we did not reach the owner and we were told that the Operations Manager should have handled our issue, that the owner was aware and researching a part and to send pictures of the damaged item to the TFM email address provided. On Mon, 03/06/2023, I emailed pictures to said email address with no response as of today, Thu, 03/16/2023. We are filing a complaint to seek resolution in the form of either a replacement part or, should that not work, a replacement dumbbell.

  

  Business response

  03/21/2023

  Hello,

  I am responding to the claim/complaint from a recent customer. We have been looking actively for a replacement. The issue we have run into is an item is available for a private cell, but is too far from our area to even think about purchasing that replacement or you have to buy the items in a sept, which we do not need a set. we did tell the customer on several different occasions that we were actively looking for this dumbbell. I do have to state that it was mentioned by the customer that they were not even sure why that item was being kept because it was never used. That does not mean we would not take care in moving that item or any other item.  Everything in there move was done perfectly and without incident, which is typical for us. This dumbbell was damaged by one of our movers as he was placing it in the truck and he hit it on the side as he was placing it in the truck, which rendered it useless . We are still actively looking for a replacement and have also offered to give them the replacement value of the item. I am not sure who they are referring to as the “Operations Manager”. That is not a title that anyone within our organization carries. This is something that is always to be handled by the owner. I do have to mention that the customer wasn’t even sure “why they were keeping that item because it was never used”. However, when it was discovered, it was broken/damaged that is when the customer said they wanted a replacement. The employee that placed the dumbbell into the moving truck did let us know immediately that he damaged it and that is when calls with the customer begin to take place in regards to the dumbbell and its replacement.  Without getting into the semantics of the owner and myself being out of town, we were for nine days. We are still actively trying to locate a replacement piece that is not three or more hours away (from a private seller) to purchase and also trying to avoid having to buy a set which is not what is to be replaced. it is still the intention of Top Flight Movers to make this right with the customer. I personally cannot speak to what was said during phone conversations between the customer and office personnel, as I am not always in the office. it is my opinion that the office personnel that were aware of this and were having conversations with the customer should have passed those calls to myself. So, bottom line is, we are still trying to locate the exact dumbbell that is in like new condition or without having to purchase a set of two as we do not need two, We only need one.  

  Customer response

  03/24/2023

  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. 
  
  

  I do not accept the response made by the business to resolve this complaint.
  
  After being told by a TPM employee on Sat, 03/04/2023, that the Operations Manager (a term that the employee used and the owner should address this assigned title with said employee) should have handled the issue and that (for only the 2nd time, not several occasions) the owner was aware and "looking into a replacement part", I actively searched for a replacement part and for a used replacement online. In the email sent to TPM on Mon, 03/06/2023, two links were provided to a well-known, online retail site for either a replacement part or for a used replacement (only one, not a set of two) that we found online (attached email excerpt).  With no response from the owner or any TPM employee, as we had kindly requested by Fri, 03/10/2023, I ordered said replacement part myself since there were only three left. Less than a week later, the part arrived on Thu, 03/16/2023 (shipped free from Pennsylvania). We successfully replaced/repaired/restored the item to working condition on Tue, 03/21/2023, 46 days after it was damaged (photos attached) and, coincidentally, on the day that a response to the BBB complaint was received from the owner of TPM. Therefore, we believe no good faith effort was made to resolve this issue in a timely manner by "actively looking" for a replacement when options were essentially handed to TPM in an email and easily bought/quickly received by the customer.
  
  After researching movers online, we chose TPM based on the BBB highest rating of "A+", their reasonable moving price, their primarily 5-star google reviews and the online advertisement on their website that they strive to be the best and want customers to feel comfortable and worry-free when moving, "even if it's a single item that needs extra care and attention".  When we advised a TPM employee that we could move this item as well as several other special items that we felt needed extra care and attention, we were persuaded to allow them to do so since they said "this is what you hired us to do".  Suffice it to say that, even if my husband jokingly said that the item is never used, does not negate the fact that TPM was told by me that it was used and would be used more in the room in which it was placed in a damaged state; hence, the reason it was found damaged was because I was getting ready to use it.  We fully appreciated the hard work of TPM to move our belongings with just this item damaged (and a chair cleaning that we chose to ignore based on what a TPM employee told us). However, it is very disappointing to see the inappropriate response from TPM in their personal determination of whether an item deserves any value based on how often a customer has used, will use or have never used their personal property.
  
  On moving day, after TPM's moving services were rendered, we duly and immediately paid the fee, complimented TPM on a good and speedy move and tipped three movers as we were convinced that TPM lived up to their name of being a "top flight" moving company. However, the same appreciation and courtesy was not extended to us in return. As acknowledged on their website, "moving can be difficult"; and at no point during this end-of-a-long-day moving interaction were we ever advised that a TPM employee had just accidentally damaged our personal property. As the owner stated in his response - "However, when it was discovered, it was broken/damaged that is when the customer said that they wanted a replacement" - we were left to discover the damaged on our own as we unpacked our belongings days later and picked up the item to be used at that time. On moving day or thereafter, we were not told that they were aware that an item had been damaged. We never received a courtesy call or apology from the owner or any TPM employee. We attest and affirm truthfully that there was not one single phone call from TPM to us (as we expect could easily be verified by their phone records and ours if we were to delve into this further). All calls in reference to this incident were initiated by us over the course of almost three weeks in an effort to talk with the owner. On moving day or thereafter, we were never offered to be given the replacement value of the item since we never made contact with the owner and no TPM employee stated this to us. And considering the fact that we bought the same item sent to TPM in an email for ease of reference, it is highly unlikely that they are/were "still actively looking for a replacement".
  
  With this incident, we feel that TPM did not turn out to be the "professional, reliable and trustworthy" moving company that they guaranteed themselves to be as indicated on their website. The owner's attempt to deflect the blame on his employee, as a hired representative of his company, for allegedly not "passing" the calls to him (which we took her word for that she had done so since she worked there and presumably had contact with him every day) and to inflict what we feel to be harsh, demeaning and belittling words upon a paying customer is not only without merit but also very unprofessional. In our humble opinion, TPM has neither committed to the honesty and integrity accredited to small businesses by the BBB nor have they exemplified the highest assigned BBB rating that consumers can trust when choosing a company for hire.
  
  At this point, regardless of the time, effort and energy that WE have put forth to resolve this issue, we would like to request reimbursement of $54.23 from TPM - (1) $31.99 for the ordered replacement part - with free shipping, (2) $2.24 in tax - for a total of $34.23, and (3) the $20 tip that we gave in good faith for a job well done but, in actuality, we were left with damaged property of which we were not advised of by anyone from TPM at the time the service was rendered).

  Regards,
  
  ****** ******

  

  Business response

  03/27/2023

  Hello,

  Let me begin with saying we are truly sorry that this issue has come to this point and more so for the damage to your item.  I would also like to be upfront and let you know that after further “digging” there was a huge lack of communication internally at the fault of Top Flight Movers. The folks that were in charge of actually handling this did not do their part (job) properly to resolve this issue. I did find the email you sent on March 6th with the links for the replacement part as well as the entire dumbbell itself. It is unfortunate to say that this email was never seen by the owner or myself. This is not the way we do business and I sincerely apologize on behalf of the owner and myself. This fault is internally with TFM and we have since remedied the situation. We are more than happy to reimburse you for the items listed in your email. We will have a cashiers check mailed to you or I would be happy to bring it or cash to you personally, whatever your preference may be. Again, our sincerest apologies as this should and could have been resolved already. If you have any questions for me I have included the office number as well as my cell number. 

   

  Sincerely,
  

  Melissa H*******

  O: 864-********

  C: 864-********

  Customer response

  03/29/2023

  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. 

  I accept the business's response to resolve this complaint with a $54.23 cashier's check mailed to me.
  
  Regards,
  
  ****** ****** 

*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. ↩