ComplaintsforValley Firefighter Movers

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 19th, 2023, Valley Firefighter Movers moved most of our household about 4 miles to our new house. They specifically said they could move my heavy toolbox (on wheels) without unloading it. The move went very smoothly and we were telling all our friends how great they were. Unfortunately, I have some medical issues and was in the hospital twice since the move, but on Sept 5th, I finally got around to organizing the garage. The movers had rolled my toolbox into the garage and left it where it was so packed I couldn't get to it until I was able to organize things. When I moved the toolbox, I discovered it was damaged. It is very obvious just by examining the damage that they rolled it down the ramp too fast when it contacted the ground. The caster wheels on that side are bent up, and the frame is bent to the point the bottom drawer won't open. The movers had to roll it across a cobblestone driveway to get to the garage, so it is possible they were not aware of the damage at the time. When I reported the damage on Sep 5th, they replied via text, but even when I sent pictures and a video of one of the wheels not even touching the ground (because it is leaning), they claimed it was too late and they doubted the damage was caused by them. It is a stainless steel cabinet and didn't have a scratch on it prior to the move. Now it is unusable. Valley Firefighters is shirking their responsibility and no longer responding to me. They refuse to even give me their insurance information. I now doubt they have any. I have pictures and video and would welcome an in person examination of the box. First I would have settled for a repair attempt, but now I have had a contractor look at it and it just needs to be replaced because of the dented bottom and bent side frame. Valley Firefighters will not respond to me. (The front right wheel is off the ground- Pic ****. I have a video of it spinning freely, but in pictures it doesn't really show up)

  Business response

  09/14/2023

  As explained to the customer, our liability and insurance ends when we complete the job. We provide our customers a couple of weeks to go through their belongings to access any damage. The customer waited 8 weeks. This is not required but any moving companies but something we like to provide our customers because our insurance will not cover any item that is not reported in a timely manner. So we traditionally pay for these out of pocket to make sure we do right by our customers.  The dates provided by the customer our skewed as we have a job receipt for July 15th and first contact after that being September 6th. The customer also stated that we pushed his toolbox down a ramp which is in accurate. We have a lift gate specifically for tool boxes and gun safes for the safety of our team and the customers belongings. The images the customer sent us stating the damage done to the toolbox. We reviewed and attached those photos to this message. The customer stated a wheel was bent and off the ground. The picture shows all 4 wheels flush to the ground.  The customer also stated there was cosmetic damage to the drawers which we also can not see in the picture. We pride ourselves on our integrity and every employee knows to immediately notify the customer with any broken or damaged item so we can deal with it swiftly. We completely understand the frustration of the customer but we have to draw a line somewhere. We must stand up for ourselves and protect our small business from threats of retaliation. We have dealt with customers in the past making claims, months even years later with threats of a smear campaign. We will not be bullied any longer and need to stand up for ourselves and our small business. We truly wish the circumstances were different and this would have been addresses the day of the move or even weeks after.  We sincerely apologize for the inconvenience this has caused to our customer. 

  Customer response

  10/04/2023

  This lack of integrity on the part of Valley Firefighter Movers is so very disappointing.  They did NOT explain any time limit to report damage, nor did they provide any documentation or insurance information.  They ABSOLUTELY DID roll it down the ramp because I watched them!  Ask the crew, or the boss that day they were almost all there to control the speed of the box coming down the ramp.  I just didn't realize how hard it hit the pavement.  Yes, they should have used a lift gate, but they did not.  They are correct concerning the moving date (7/15/23) - my mistake on the calendar.  The discovery was reported to them on 9/5 via phone call and they responded via text on 9/6. This timeline is not unreasonable, considering the large household move, we are currently remodeling, and I had 2 surgeries (with several days in hospital) since the move.  We simply didn't get to the garage where they left the box, until Sep 5th when we tried to make space for the car.  They are also being dishonest concerning one wheel not touching the ground.  They have seen the video.  The BBB website doesn't allow upload of videos, but I sent it to VFM via text showing how it spins freely, but as stated in the original complaint, it is difficult to see in a pic as I can't get a camera flat on the ground to see light under the wheel.  Again, I would very much welcome them (or a 3rd party) to examine the box.  Their response also refers to "cosmetic damage to the drawers".  It is NOT cosmetic.  The frame was bent and the drawers (especially the bottom left one) rub against the frame and are difficult to operate. The pics clearly show the mis-aligned spacing between the drawers and the frame. VFM says they "have to draw the line somewhere"? How about doing what is right.  They doubt my honesty? I couldn't have bent that up that way if I tried.  I have a disease that limits my physical ability which is why we hired the movers in the first place.  This complaint is not "years later", and I simply want the damage repaired, or the box replaced.  They say they will not be bullied?  I only made this complaint because they would not even respond.  I will not be a victim and will continue to file every complaint available to achieve resolution.  Again, I ask for the insurance information - "a timely manor" is completely subjective. They are not forthcoming with the insurance information and are not even responsive until I wrote this complaint.  Do they actually have insurance?  All I seek is resolution, not retaliation, or a smear campaign.  But I will not be taken advantage of either.  I have been totally forthcoming and invite an inspection of the box.  The damage is clear, and was caused by VFM.
  
  Sincerely,
  ***********************
  ************

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