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Complaint Details
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Initial Complaint
04/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The Grace moving company broke a large buffet glass while packing. I filed a claim with them. After multiple attempts, I spoke with office manager.She told me they got estimates and will cost about 500 dollars to replace The glass. We agreed to share the cost. They pay 350 and I pay 150 dollars. Unfortunately no follow up and not returning my call. The move Happened about a month ago. I had to make multiple calls and leave messages in order to talk to them .I can provide more information if needed. Thanks,Business response
04/29/2024
The replacement glass was already ordered, but due to its intricate shape, it had to be special ordered by our vendor.
I have relayed this to ************, but unfortunately there is nothing we can do to speed up this process.
Kind regards,
*********************************
Customer response
04/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.I will get back with your office if work not completed in timely manner. Appreciate your assistance in this matter.
Thanks,
*************************, M.D.
Initial Complaint
10/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My move was 9/15 with my items coming from Grace's storage in *****.I started calling Grace about missing items on 9/26 then again 9/29 then on 10/7. They had 3 weeks to look for my items with me repeatedly calling them I find out if my items were located. I keep leaving messages with zero follow up on Grace's part.On 10/10 I texted ***** pictures of missing items. I filed a claim over a week ago and called 4 more times with no call backs to find out what is going on with the claim. I have called Grace over 10 times. I need Grace to find my item or close my claim.Business response
12/08/2023
This claim was settled on 11/13/2023. The Client and I have had many conversations and as far as I know, she is happy with the outcome.Initial Complaint
12/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
October 21, 2021: Grace Moving Company moved our belongings less than five miles away. When unloading the truck, an antique mirror was broken. The mover told my husband that he would have the mirror fixed and took the item. When I found out later that day, I called the company. I was worried that the item would get lost and it is part of (connects to) an antique dresser (early 1900's). The first call resulted in them not knowing anything about the mirror. I stressed that I didn't care if the mirror was not repaired. I just wanted it (the frame) back as it was part of the dresser. I was told that the owner would be in touch. I received a call from ***** a few days later with multiple excuses for the delay in returning my call. Basically claiming they did not have the opportunity to check the warehouse. Again, I stressed that I just wanted my item back. I would have it repaired on my own. November 9: I received a text from *****, she explained that ***** had been fired for not following protocol and they were still searching for the item. *** (a Grace Moving employee) - called and said he was going to try to replace the mirror, as it could not be located. Yet he never came to see the dresser. I told him that it would need to fit the dresser as the original was attached. December 10: I again reached out to the company - *** asked what compensation would I consider. He claimed it would cost over $600 to replace the mirror and that was not reasonable. I sent him comparable photos with prices from **** with the average cost of about $700 to replace the dresser with a mirror. I was told that they would pay me only $200, but he would talk to *****. December 29: still no contact from *****. I called and was told to be happy with the $200 offer. That a small claims court would not side with me because of the signed contract and they were only responsible for paying 60 cents on the pound - or about $20.00.Business response
01/03/2022
Grace Moving Company<****************************************************
2:18 PM (4 minutes ago)to*******************************************Hello ******,I have tried unsuccessfully to put this response in the correct forum but have been unsuccessful. Can you upload my response for me?As the owner of the company, I feel terrible that this happened and we are taking full responsibility for my employees negligent act. Weeks prior to this move, we sent out a representative to go over pricing of the move and also give a booklet that goes over selecting your valuation options and make sure they fully understand how they would be compensated in the event that there's damage or destruction to an item On the day of the move the customer chose between paying a little more for the move and if something happens they will get a check for the cost of replacing the item or pay nothing more than the cost of the move and get he smallest amount of coverage based on the weight of the item and my customer chose that option because it is the least expensive way to go. Unfortunately their mirror was broke during the move. We normally would submit that claim to our insurance and they would pay out according to the weight so about $20 for their mirror but instead we agreed to pay $200 (10 times more than the contract calls for) because that's what the customer said the mirror would cost to replace. the customer refused to accept this amount because the mirror she found has a shipping cost of over $500 and she wants us to pay that as well. We feel that we are already going above and beyond because we could just pay her $20 and that would actually be the amount she chose and agreed to in the contract.I told these customers that I really wanted to satisfy them and I feel like this is meeting in the middle but they have threatened us with a lawsuit if we don't pay for shipping as well even though they admittedly fully understood their options and chose the option that would only pay $20. I have attached the contract proving that they had options.
Thank you,Grace Moving Company**************Customer response
01/03/2022
I am rejecting this response because: First of all, I never threatened her! I said that she was leaving no other options but to seek help from the BBB or small claims. She needs to get her facts straight. Apparently her and *** do not communicate well. I also never agreed to the $200.00 to replace the mirror. Nor did I ever claim that $200.00 would cover the amount to replace the item. I repeatedly asked for my mirror to be returned. I didn't care that they broke it. I just wanted my item back. *** (her employee) was the one who offered that amount after failing to find a replacement. Originally, however, he claimed: "I will find a replacement or have one made. We do this all the time". *** was also the one to find this $500.00 mirror, not me. I never went looking for one. In addition, she threatened me. I was told that taking her to small claims court would be a waste of time. "The judge has always sided with us because of the contract." What I would like to remind Grace Moving is that the contract is for damaged items - I wanted my damaged item returned not replaced. Also, a contract is based on people following protocols that protect the customer, employee, and employer. Her employee failed to do this - a fact openly admitted by Grace Moving. I am more than willing to except $20.00 for a broken mirror - just return the item that was taken from my property. Grace Moving, your passive-aggressive approach did not sit well with me. Besides, if our forefathers failed to standup against tyranny, we would all have British accents and be driving on the opposite side of the road. I would further think lying and bullying your costumers is a poor business choice. Thank you, *********************Business response
01/13/2022
I dont want to go back and forth on this and upset you even further. Ive offered way more than the contract calls for and I think $200 is a fair amount to replace a mirror. You signed a contract (which I have submitted) choosing 60 cents per pound in the event of loss or damage which would make the mirror worth $20.00.Customer response
01/13/2022
I am rejecting this response because: As I said before, the contract is based on following proper procedures, which were not upheld. In addition, the item was never lost until your employee removed it from my home. It arrived from the old address to the new one, therefore, it was not lost. You are ignoring facts to justify the contract and yourself. You did not listen the other day and are still not listening. The contract is based on damaged or lost items and does not apply in this situation. Return my item that was taken (not lost) and I will be satisfied. You could not even replace the mirror for $200.00 but expect that I can? The likelihood of finding a mirror to match the antique dresser is slim, yet you act like it is no problem. We are talking about an item that is over one hundred years old. Show some respect! This was not just any piece of furniture. It is not my fault that you hire irresponsible employees - you should have asked him where the mirror was before firing him.Business response
02/03/2022
**** I wish we had that mirror but it never made it back from the move. It shattered and my employee said he left it on the truck but no one ever saw it. This is why we offered her $200 and actually sent her a check last week but she wont accept it she wants me to return the mirror.
Our insurance covers it if it is lost, damaged, or even stolen but honestly no one on my crew would want an old broken mirror I fully believe someone saw a broken mirror and just threw it away.
It would be so much easier for me to return this mirror than to give her $200 but I just dont have it.
Before the move we asked then to choose the level of coverage in the event of loss or damage and they chose 60 cents per pound which would not even be $20 but instead Im offering $200! What more can I do? I want to be fair but I honestly feel like I am. Anytime you hire movers you run risk of this kind of thing happening I feel terrible that it happened but I cant give her something I dont have.
Sincerely,
***********************
Grace Moving CompanySome 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. ↩
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.