ComplaintsforFull House Movers

• Initial Complaint

  07/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I didn’t receive a very important box that contained a lot of expensive work clothes and irreplaceable sentimental items. I now have half the closet I used to and I’m not able to replace any of my clothes and my claim got declined because I signed the paperwork upon delivery with a second party who gave me no information to what I was signing. On top of that the promise to re-assemble the items disassembled was not fulfilled and my boyfriend was asked to help unload everything because there was only 1 person delivering our items. I paid almost $7,000 dollars on this move and I feel taken advantage of and very upset.

  Business response

  08/03/2021

  We became aware of the missing box after the customer had received delivery. She was informed that we would do a search of the warehouse and also check with the other customer who had belongings on the truck. We also sent you an email to start the claims process with our 3rd party claim adjustment center. After doing a full sweep of the warehouse there was no box found with her identifying sticker attached. The other customer who had items on the truck also was contacted and asked if they could take a look for the missing box. The customer informed me that they did a thorough search of their belongings and did not locate the missing box.  As far as the claim, we did not realize that there were no money’s being paid out and have escalated the claim to management and are just waiting to hear back from them.
  As far as who the customer signed the paperwork with that would not make a difference for the claim. The paperwork that was signed was for the move with our company and the carrier that made delivery is an agent for our company, fulfilling all obligations of the move. At no time were we informed that their items were not re-assembled at time of delivery or we would have found a resolution. We were also not informed that the driver was the only one at their location making delivery and that the customer was asked to help with the unload.
  All of this information has been passed on to management to see if we can rectify the situation. Once we have gotten word back from management the customer will be contacted to discuss the decision that has been made. Tell us why here...

• Initial Complaint

  06/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mover arrived alone on 6/29/21 with no help to unload truck full of furniture items including couch and large dining table. One large item fell down the stairs and my husband had to intervene to save the furniture item. We had to assist the mover with dining table. He refused our assistance with the couch and broke our ceiling light fixture pulling it out of the ceiling. Mover refused to put together furniture items except for dining table. Left furniture items strewn about the house. We stated that he was not finished but he still left. He was in such a rush that we have no way of knowing if all of our items arrived or if we even have the hardware to put our furniture back together on our own. We called the moving company during the process. Could not provide a management contact at 3pm Tuesday but promised to contact us by 9:30am MST. no response. We called just after 4pm PST when driver refused furniture assembly. No answer. NO response from company after complaint with photos.,

  Business response

  07/13/2021

  We received a call from the customer that delivery was happening at their new location but that there was only 1 person doing the unload, the driver. Unfortunately we were unable to provide additional support to the driver doing the unload because delivery was in a different state than where we are located.  The customer stated that her husband had offered to help the driver with the unload and were informed that was not the service that they were paying for and drivers know that they are supposed to provide support crew to help with the unload.
  When the customer called to inform us that there were issues with their delivery it was explained to them that there was no manager on site and that we would do our best to contact someone who could find out what was happening with the delivery. Customer service tried their absolute best to address the customer’s complaints at the time of delivery. Management got involved as soon as they were made aware of the delivery issues and emails were exchanged between the customer and customer service keeping them updated as to resolving their delivery issues. The customer was informed to hire a handyman/tradesperson that could fix there lighting fixture issue and to reassemble the furniture that was not assembled by the driver and they would be reimbursed once the receipts are provided to us.  As of this moment customer service is waiting for the receipts so that the customer can be reimbursed.

  Customer response

  07/13/2021

  
  Complaint: ********
  
  I am rejecting this response because: My husband did not offer to help. The driver was damaging our furniture and our home and so my husband had to intervene on several occasions to prevent serious damage to our home and furniture. On one occasion the driver pulled our light fixture out of the wall and broke it after refusing help. It is an absolute obstruction of the truth to state that my husband offered help. We had to call and complain to the company and only then did we find out that this was not their policy. They did not at that time call the driver or insist that he get help. My husband was forced to assist in order to prevent serious further damage. 
  
  Sincerely,
  
  ******* ******

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