ComplaintsforJMG Movers LLC

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had hired a moving company by the name of JMG Movers to move my elderly parents. In my contract, the mover stated that damaged consumers' property that the mover would reimburse the customer for the reasonable cost of repairs of damaged household goods. On December 11th the Mover responded to my inquiry and stated "We are fully insured and our company is also accredited with the BBB" Therefore, we signed a contract to proceed with services. Four men showed up the days of 12/27 to move my parents to their new house. The full services came out to approximately $2300. I paid the invoice on the day of 12/27. A few days later my mother discovered items missing, and she also discovered significant damages to her bedposts which was a $6000 bed frame that is no longer made,broken glass for desktop, and also her printer was damaged. JMG was willing to work with my mom and me at first, however, it took them approx. 4-6 months to provide the money for the broken printer, and the replica of the glass. The major piece is the bed frames which Aaron G*** (owner of the company) agreed to fix. He even took one of the other bed posts so he can have the others made from it. It has been months, and in June my mom called him to get an update. Aaron yelled at her and said he would contact her back the following week. It has now been over a month and he is not returning our calls. He has some of her furniture and we want it back and we would like the broken bed posts to be paid for under the insurance that he claimed to have and yet has not been able to provide us a copy of the insurance.

  

  Business response

  01/06/2023

  So many false statement in this complaint. First of all, i do not know what "items missing" you are referring to. If you are referring to the bedpost toppers then please say that. Do not speak as if something was stolen. From the very beginning it seems as if ***** was being misinformed. The move was for his mom, *******, ***** was never on site. In fact he lives in a completely different state. So, its all hearsay to him. Immediately after the move ******* called me explained how the move went and thanked us for our help. She was very excited about her new home to the point where she wanted to send me pictures so I could see for myself. I could tell ******* was a very emotional person. During this conversation ******* notified me that the guys had broken a glass for her desk. I told ******* not to worry about it, that I would get it taken care of for her. I gave the guys a call. They informed me that indeed a desktop glass did break and that it was still at the customers house. Customer lives over an hour away and it took about a week for us to get back out there to grab the glass due to scheduling. Once it was picked up I had the guys drop the glass off at the glass shop and was informed that it had been in too many pieces and seems not to be a regular rectangle. So to be on the safe side they wanted the actual desk to do a template. I informed ******* and she told me that ***** said no he did not want us to come get the desk. I informed the glass company and they explained to me how to do this myself. I notified ******* that I would have to come out but could not get out there until about a week or so seeing that she lived an hour away and we were in the midst of a busy schedule where I had to go out on these moves myself due to a couple guys being out. She was fine with that. This notification was about a week or so after picking the glass up. In the meantime we were in constant communication. ******* would call me everyday it seemed just to talk. During one of these calls she notified me that one of her toppers were broken and asked me if we found any of her toppers in the truck. I told her to send me pictures. She seemed a bit distraut saying that she needed them because her son was getting married and was going to be having people over in a few months. I contacted the guys who were on the job, they did not ever remember seeing any toppers and said they did not find any in the truck. She explained to me that she had gotten the bedset from her sister and never put it together. It was being stored in her basement until now. I asked ******* to take a look at the old house she said she didnt find them. Told her fine, we will replace them. She said she was going to call her sister to get some information on the bedroom set and would give me a call. I then received a call from ******* saying her printer was damaged. This was outside of the 72 hour timeframe in the contract to notify us of any damages. I still went ahead and honored replacement of the printer. She was supposed to look for one but never had gotten out to do so. In the meantime I go out there create the template bring it to the glass company and they tell me that it looks a bit crooked for me to go back and get measurements. Notified ******* and she was ok with it. She knew I could not immediately come out because of the distance. Again, we were in constant communication. ******* didnt get back to us with information on the bedset for a few weeks. The bedset was discontinued and they no longer made the toppers. Only way to go about it was to get them custom made. I was fine with that. She said she knew a guy in the area and would get back to me. Week later she found no one and I proceeded to begin my search. I had gone out around this time to get the measurements for the glass and she had given me a topper and metal "sleeve" to have in my posession for when I found a company to make the pieces. I eventually found a company who could do them but the guy who does the wood spinning was semi-retired and taking jobs at his own pace. They told me it would take around 3 months. I informed ******* and she was ok with it but stated that she needed them by the date of her sons wedding. This was not an option. I had no control over when this project would be done for them. This was the only complany I could find that would even take on the job. This is where everthing goes wrong. At some point during this process ******* was calling a number and was getting a message saying it was disconnected. She called her son hysterical saying we changed our number, were ignoring her and a few other things. Like a protective son, ***** lashes out at me and I cannot understand why. I call ******* and it turns out she was calling a number one of my employees had called her from the day of the move. This was his personal number and he had gotten a new phone so this number was infact disconnected. This is the confusion I had to deal with between ***** and ******* throughout this process. ***** understandably could only go by his mothers information which in a most cases was misunderstood. He apologized on numerous occasions realizing his information was incorrect. Not sure of the timeframe but the glass was done I bring it to ******* personally and its a perfect fit. She mentions the printer again and that she still had not gone out to find one i told her when she does let me know. Eventually she sends me a receipt for a printer and I send her the money for it. As far as the toppers go, I would get calls from ******* 3 times a week as if i were the person making them. I would call the the company but guy in charge of the project was rarely in. I eventually get in contact with him and he gives me a timeframe. ******* does not like this time frame and tells me thats not going to work for her because she has this and that going on. Begins to complain about how long its taking and I can only imagine the misinformation that ***** is receiving. I go on vacation with my family, receive a call from ******* and she asks about the toppers. I let her know I am in Florida I can get her the toppers when I get back because the guy contacted me saying they are done. She then tells me I am a liar that I told her they would be done sooner that she needs them ASAP. I then tell her she can pick them up herself if she wants which she declined to do. I then tell her I will give her a call when I get back because I am not in **. She tells me No she needs them now. I inform her that she will get them but it will not be now unless you want to pick them up yourself. She again declines to. At this point I am getting frustrated because she does not seem to understand that the timing of this project was not in my hands and I was 1300 miles away at the moment. She begins to get emotional because she wasnt going to have the tops for her canopy bed at a certain date. I tell her I will call her when I return. From this point on I was not dealing with it anymore. She did not seem to understand this was not in my control. I gave her information to the company doing the toppers and that was that. I informed him of the situation, he said he totally understood and would reach out to ******* to handle it. I would receive numerous call, voicemails and text messages on my personal phone (which i provided to her when she wanted to send pictures of the home the first day because the 800 number does not receive pictures). From the texts at 1130-12 at night. To messages from ******* saying she had the ********** and **** police investigating my company and were on their way to court to file a small claims report. To the police calling me leaving me voicemails every other day. Writing horrible reviews on all of our platforms. Leaving text messages saying give us the toppers and we will take the reviews down and drop everything. At this point im feeing harrassed and was not going to engage in any communication with ******* or *****. Have not heard from them so I assume they wood company got the toppers to them.

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