ComplaintsforHappy Home Movers

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction: 02/13/2023 Amount Paid: $1525 The business committed to move furniture from my home (***** **************, ******** ** *****) to my new home (***** *************, ******** ** *****) in a timely and effective manner. They also committed to not damaging my furniture and having food workmanship. The nature of the complaint: The business failed to do work in a timely manner and failed to keep our personal property in the same condition as it was originally in. They damaged various furniture items including a vintage desk, a family heirloom grandfather clock, a washer, a dryer, a couch and an entertainment system. When brought to attention I was offered a small discount in lieu of getting the items fixed. Employees admitted to stepping on top of washer and dryer and denied damaging said items. Shameful business practices and owner refused to remedy situation further than a small 5% discount for both negligence and a bad work ethic. I am asking for a refund due to the damages and wasted time I could have had a competent company working.

  

  Business response

  02/14/2023

  First of all, we want to say sorry for the kind of bed experience with our company but let me explain why we got this situation. Our Client had 4bd house with all heavy Furniture upstairs and stairs had very narrow shape, that gave us more problem to bring that heavy furniture down. And new location had the same thing, all heavy furniture had to go upstairs. Which is not a problem and also by the law we have to charge extra fee for that, but we didn't. All heavy lifting were FREE!

  So like I said yearly, our client had 4BD house full furnished, but they decided to use just 3 guys crew... which was not a good decision, because usually for 4Bd house we recommend 4 or 5 guys crew to make move easy for everyone. Thats why all that move took guys little longer... 

  other thing about damages, our client never used moving companies before, **** said last 2 or 3 moves they did by themselves... so its mean some damages can came from passed moves, because people who helped they didn't use any protection and wrapping materials for furniture and they were not professionals. So the furniture were not a new and already been moved many times.

  DAMAGES - if you check all pictures she added, you can see little scratches, but nothing were really damaged or broken. Thats why we offered 5% discount and also we offered another discount ****hr minus, but customer decided don't take discount and she said winna dispute charge and send claim to our company. Also she signed contract with our regular insurance coverage with **** per pound.

  About Washer and drier, when the guy take them from the first location, they were stuck on each other, so its mean all that dents already been there.

  The main problem with client: She is not really realize how much heavy furniture she has and 4BD and both second floor locations. And the budget of our client was kind of limited, so that's why we got all that complaints and problem..

   

  Customer response

  02/14/2023

  -A moving business should not charge extra to move heavier furniture. It is literally the point people hire your services. 
  - There were only two pieces of furniture upstairs (A mattress and a dresser). The dresser was from ikea so please dont try and say it was heavy. 
  - All furniture was moved downstairs upon arrival other than the two items. 
  - No I did not take a bribe so you can get away with it. 
  -Whether the item was scratched or damaged it is still considered your responsibility to keep it in the condition you moved it in. 

  -Do not try and insinuate I was being cheap. You have no business in my finances. I am upset that there was almost nothing accomplished for the amount of hours I paid. Not even half the house got done. Technically you only moved 3BR because you didnt even get to the furniture we had moved into the garage. Please stop with the excuses. You are an extremely bad business and possibly can even be considered scammers due your workers not even being trained. 

  

  Business response

  02/16/2023

  So..

  By the law all moving companies have charge for all appliances, heavy items, disassemble furniture, long walk and for move furniture upstairs and downstairs. Bit we didn't charge nothing from this list.. its already good discount for you!

  All contracts we open with client together and all our clients have to sigh contract before we started. So basic insurance for all our clients is **** per pound. Our client signed contract and when she started complaining we offered **** per pound for broken items... but nothing was broken you can see it on her pics, just little scratches. so we gave 5% discount and also offered time discount for whole job. But she decided don't take any discount except 5%.

  Also my guys took door off to move refrigerator out, so it has to additional charge, but we didn't charge nothing. Also they spent more time for this thing as well. 

   

   

   

  Customer response

  02/16/2023

  I do not accept this response. I wish to move forward with the BBB dispute process. 

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