ComplaintsforBrothers Moving & Storage
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Complaint Details
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Initial Complaint
12/01/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Saturday November 27, 2021 I hired this company to move my furniture from my rental home to my home I bought. They arrived at 9 AM walked through the paperwork and the items to be moved. The moves set my king sized pillow top mattress on its side during the entire move. During that time because it was set on its side, the pillow top is now bunched together in one area. The mattress is one year old and I contacted the owner regarding this issue. ************************************* (the owner) responded to the complaint by contacting his movers regarding this and informed us that we, the people who hired them moved the mattress ourselves and loaded it on the truck ourselves. He further told us that we were not present for the move. When I informed him that I have a ring camera as proof that this was a lie, he disregarded that information and has stood behind his drives and has refused to rectify this situation and say his company is not at faultBusiness response
12/02/2021
Hello,
We are currently working on this claim issue as we are in contact with a few outside sources. The claim form was sent to the customer yesterday by mail, and should be received in a few days. We did ask the customer for the video she has from the time the crew arrived at origin until leaving origin. We have only received them coming into the home, and carrying the mattress downstairs. We need time as a company to follow through on claims, we are still working on this issue and will continue to work on it until it is resolved. We do ask the customer to please email us the pictures of the mattress as we need to send them to a company that needs to look at them.
Thank you
Customer response
12/02/2021
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.
[Please type your response here.]
The reason I reject the statement is because owners response was first off, after he stated his workers informed him that I moved the mattress down the stairs I informed him I have video in my home of the movers moving the mattress. After the owner *********** reviewed video he asked for a video of his team arriving. I provide that. Then he asked for we were looking for the entire video of the crew at origin. I informed the owner, I sent him what I Also, he mentioned there was a form I could fill out but that was 4 days ago. Have not received the form via mail or email. I sent an email asking if he has a resolution to the problem, havent heard from him or anyone from the company since.
Regards,
***************************Business response
12/02/2021
The claim form was mailed yesterday after viewing video that was sent to us, we are only asking for information in regards to the claim. The customer will receive the claim form in the next few days and needs to follow the proper claims procedure. There is not much more that we can do here until the form is received in our office. Thank you
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.