ComplaintsforRnB Movers LLC

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had the company do some work for me, after paying them a substantial amount of money. They never finished the job and left my home a mess and disappeared. I have been unable to reach them and they have ran off with my money. They also treat their employees horrible as I have witnessed the putting their employees down and belittling them right in front of me. It is absolutely ridiculous the things this company is out there doing taking advantage and scamming innocent people like myself

  Business response

  05/11/2024

  Hello,

  We have no record of this customer in our system? Is it possible we are being confused with another company. Can we please get more information about this move? 

  - When was the move date? 

  - Who was on the team on the job?

  - Who did you book the move with? 

  - Is there a different name on contract? 

  I'm very sorry this happened, however I strongly feel as we are being mixed up with another company as I have no record in our system with the information provided on this complaint

  Thank you,

  Madison

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired RnB Movers to pack and move our family the weekend of (7/28/22). They moved our boxed belongings to the new house and stored our furniture while we finished some renovations. When they delivered our furniture on (8/27/22), there was a large rip in the back of our leather couch. They acknowledged that they were responsible for the damage and that they would fix it, so we paid them in whole with the expectation that they would repair the damage.They lined up one person for the repair; however we received a call from the upholster before scheduling the fix to ensure that we understood the way that he would need to repair the couch would leave a very obvious patch. He shared that *** had approved this knowingly, but once he learned that they weren't the owners, he wanted approval from us before proceeding. We spoke with RnB Movers and shared that we wanted to find someone that could repair the couch to as close to it's original condition as possible.They provided us the name of another recommended upholster (AutoTrim). They required that we bring the couch to his warehouse to provide a firm quote. This took us several weeks to coordinate since we are both working parents with busy schedules and *** refused to help move the couch. Once delivered, they provided a quote of $700; however could not initially find matching material, so we alerted RnB that we would need to find another solution.At this time (1/4/2023), RnB filed an insurance claim (Claim #****** w/ Burlington ****************** which was rejected due to not having the appropriate coverage. During this process, AutoTrim located some material that matched more closely. RnB refused to pay them/us because there had been a gap in communication while we were coordinating delivery of the couch with their recommended vendor. At this point we had them move forward with the repair, which AutoTrim kindly agreed to do for a discounted rate of $650 due to the fact that RnB would not take accountability.

  Business response

  02/13/2023

  Hello,

  Below are the chain of events during the damage claim with the Pfanmillers. 

   We first contacted the manufacturer to see if they can replace the section, I informed you that they do not replace upholstery. I then began contacting multiple reupholsters to get quotes, information and get something scheduled. I updated ****** as we were not getting many responses. When I got a response and quote from ** after he saw the damage. He informed me he could repair the couch for $400, I gave him ******* contact information and let her know be would be in contact in a few days. When ****** informed me she hadnt heard from him I provided his contact information to her and followed up with him 3 weeks later she emailed me letting me know that he provided a completely different quote and information.The quote was over 6 times what we were quoted and she told me that he thought we were the owners of the couch, which is false and I have attached the text messages between him and I: He was very aware ****** was the owner of the couch. Based on CJs quote you asked for a 1k settlement which I informed ****** we could not agree to that as we were provided different information.
  When we were at Auto trim, we showed them the damages of the couch and were told a quality repair can be done and were told $500 - $600. We offered the $600 settlement; I as well gave ****** auto trims information to get something scheduled. She again, followed up with me explaining auto trim giving her a completely different quote and information. We moved our settlement offer to $650 based on the information that she provided. She again did not accept that offer. I at that time got in contact with auto trim and discussed the discrepancies and agreed again on the quote RnB Movers was provided. We were told by ******, that they would drop the couch off for repair the following week of the agreement. After that week had passed I followed up with her and Auto trim, to see what was happening with the repair as we have not heard from either party. No response was given by ****** for two more weeks. At that time she had let me know that ***** was dropped off.  The next morning she reached out, informing us that auto trim did not have the materials to get the couch to its original condition.
  Later that day we were informed that ******* husband had gone back to auto trim, sorted through materials and picked out something that was to their liking. At no point was there a discussion or an agreement with RnB Movers for the Pfanmillers to ********** Trim sort through other materials,pick out what they liked and we would pay for it, neither party didnt inform us that even was going on until after the fact when we were expected to comply.
  After speaking with our attorney, he confirmed that the original agreement and quote from Auto Trim was voided, and that I was not obligated to pay for the new materials as it was acknowledged that they were mismatched materials and RnB Movers is only obligated to get the couch to its original condition.He informed me I did need to make a final offer based off the quote Auto Trim was provided; if they didnt accept the offer than there was nothing further to do.
   At that time I made a final offer based on the original quote we were provided by auto trim, as the Pfanmillers were set on only moving forward with Auto Trim and the materials they picked out. I offered them the lower end of the quote at $500 to which they again did not agree to. We let the Pfanmillers and Auto trim know there was nothing further we could do at that time.
  I have attached all email chains, text messages from CJ and the denial letter from our insurance
  Regards, Madison ************************

  Customer response

  02/15/2023

   
  Complaint: 19337229
  
  I am rejecting this response because: we have still not received any payment from the business to cover the damage of the couch.
  
  ******* claims that they made payment offers in the amounts of $400, $500 and $650 (per the attached emails and BBB response) that were rejected by us. This is not true. When provided with the contacts of their recommended vendors, we connected with each to coordinate the repair. The first confirmed that the repair would not look good and the second confirmed that they could not provide a quote until they saw the couch.
  
  After seeing the couch, the second vendor provided a discounted rate of $650 (originally $700) to repair the couch, because this is the value that ******* claimed to have offered (see email). She  then refused to pay because she said the quote was voided when the vendor could not originally find matching material. ******* created a narrative that we found more expensive material than what was originally quoted, which is not true as the original quote offered was $700 before material was even reviewed/selected. The owner of the repair company called ******* several times to explain to her directly that he was never able to provide a firm quote without seeing the couch and that the material selected would not impact the price. I'm happy to provide his direct contact information for confirmation.
  
  We moved forward with the repair on our own dime, because at this point we had been without a couch for several weeks and it was taking up space at the repair company's shop. We do not have the time/resources to keep moving it around and delaying the repair. We assumed that given our contract with RnB Movers they would take some accountability for the damage and per *******'s email they apparently offered $650 which was the final cost of the repair. 
  
  At this point in time, RnB Movers admittedly damaged our couch and refuse to pay anything to cover the repair.
  
  Sincerely,
  
  *********************************

*Some 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. ↩