ComplaintsforDéménagement Bye Bye

• Initial Complaint

  16/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: August 16th, 2021 - Move from Nepean to Osgoode, ON Movers came to move me from BYE BYE moving on August 16th 2021. The movers took photos of my items before the move, clearly showing my item was not broken. The company claims to have insurance for damaged property but refuses to offer a suitable solution. During the move movers wrapped plastic wrap too tightly around my dressing table vanity and as they moved it into the new house, the leg snapped right off in their hands in the plastic. Two other legs were also damaged. The mover said they would glue the leg back on and that was our only option. We said we would try and glue it. We noticed right away glue was not working and the item was damaged. I emailed right away stating glue will not fix the item, but they refuse to replace the broken item that was almost $500. Glue will not fix it and it will not function or stay standing as it did before, they remain that it is the only option. Total amount paid: $1400 for move.

  Business response

  28/09/2021

  ***** ************ ****** ****** ***************************** ***
  

  Hello,

   

   

   

  It is in reference in the emails we received from Mrs. ***** ****.

   

  This are the conversations between Mrs. **** and I from August 20th 2021.

   

  Our man called me on the day on the move August 16th 2021, to let me know that they broke the leg on a vanity, so I told my lead man to ask the costumer, if they wanted us to bring it back to the shop so we can fix it ( Glue the piece that is broken ) and we would bring it back to them once its fixed as written in our conversation. Her husband declined our offer and said that he would fix it himself.

   

  On August 20th 2021, four days later, Mrs. **** emailed the company, saying : During her move on August 16th our movers broke the leg of her vanity and that the other legs are cracked and loose. That we offered her the option to take it and bring it back once fixed. She said in the email and i quote '' We decide  it wasn't worth the effort just to glue something, we did glue the leg that fell off and its still very wobbly, and crack and not functional anymore. and that piece was already been fixed multiple times before by the customers they told us in the email. The only thing we ask it was for them to bring it back for us to do the proper repair to the leg, because we were already at the address on the day of the move, once we received the item we will fix the broken leg and it wont be wobbly  we do not want to fix anything that we didn't brake and that piece was already been repair multiple time by the customers.

   

   

   

   

  ******  ********* ********* **** **** ** ***** ** ********* ** *** *** **** ************ **** **** **************************              

   

  ***** ****** ******** ****** ***** *************** **** ** *** ****************

  Customer response

  28/09/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  The business claims the item has been fixed before but it was basically brand new before it was moved and the movers took photos before it was touched. I provided all photos to the business. The offered only the glue the item and it was rejected because it was glue that we could do. Once glued, it was very evident that the item could not be glued back together, the legs did not sit straight anymore and two other legs were also damaged. They are refusing to take responsibility for breaking the item and compensation for it when they are fully responsible. The item had never been fixed prior and I showed all angles of the item to prove this.  It is extremely unprofessional and if this does not get resolved, I will consider small claims court for accountability because this was an expensive item and the services cost over $1400, which is not cheap they should replace a broken item. Gluing a $500 item where cracks and seams are ATL seen and legs that are wobbly and not straight does not fit the issue that the table is still broken. The business continues to repeat themselves on the glue issue, I never said they didn't offer to glue it, we tried to avoid issues by gluing it ourselves to make it easier. It does NOT and will NOT glue back together, which is why we reached out to the business after the fact. They know they broke it and glue is NOT a suitable fix. I never denied they offered to glue it, i disagree that it is an option suitable for the damage. They are just lucky that I was honest and paid the full cost, I should have withheld the amount for damages.. they are clearly not as honest claiming to have insurance to protect items that are broken. I am definitely not satisfied with the response at all, and will proceed further.  
  
  Sincerely,
  
  ***** ****

  Business response

  01/10/2021

  ***** ************ ****** ****** ***************************

  I to whom it may concern

   

  This is a letter of the conversation that we add with our customer ***** **** concerning her vanity. We do not have a problem fixing it like we told her but on the day of we wanted to bring it back to our shop to fix it the husband declined and said that  he would fix it himself  we just ask now that we are not there anymore that they bring it to us for us to fix the broken leg simple as that .and we would return it back.

   

  Thank you.

   

  ******  ********* ********* **** ** **** ***** * ********* ****

  
  

  Customer response

  01/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:it doesn't seem the business understands that there are three broken legs (2 cracked and woobly and 1 completely broken off as stated in multiple emails) and IT CANNOT be fixed with glue. My woodworking fiance tried to avoid this trouble and it was not Fixable. Also, if I had the means to move a large table to the moving company - this offer it seems is the best it will get but it is NOT fixable with glue. It needs to be replaced. I offered the broken table to the moving company if they want to "fix" it and sell it. I had a table in perfect condition before the move and I want a new one in perfect condition. I will not accept a glue fix, it won't work, period. I will accept only a replacement or at least some compensation towards the value. Any other option will be rejected and I will move forward with new actions. Thank you.
  
  Sincerely,
  
  ***** ****

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