ComplaintsforKaster Moving Co., Inc.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We selected Kaster Moving based on positive online reviews and attractive pricing. When other movers came in significantly higher, we called Kaster and asked them to re-evaluate the cost of our move. After a second walk-through of our home, they raised the packing cost estimate by only a modest degree. When pack day arrived, the packers used an excessive amount of material to pack items - for example, a single can of seltzer wrapped in 12 sheets of packing paper which then took up a huge amount of space. When the invoice arrived, our total bill was 40% - yes, 40% - higher than the revised estimate, which they claimed was due to packing material. This, after two walkthroughs of our home. During the move, the movers unnecessarily attempted to fold our brand new (purchased only a few weeks before), $3200 king mattress in half to get it up a flight of stairs. Both my wife and I witnessed this and immediately told them to stop as it would ruin the mattress. They complied, and were able to easily move the mattress up the stairs without bending, but the damage was done as the mattress was deformed and has lost its level sleeping surface. We brought this to Kaster's attention and were subsequently told that "Mr. Kaster" asked the crew chief about it and was told by the chief that the crew did not attempt to fold the mattress, directly contradicting and lying about what we witnessed. I pointed out that "Mr. Kaster" had not discussed the matter with us, suggesting he was getting only one perspective on the problem. We were told he would reach out to us on July 17 or 18. As of August 1, we have not heard from him. In addition to the mattress damage, the crew also broke a window, which Kaster did offer to reimburse. We feel that Kaster was dishonest in both its cost estimate and in its response to the significant damage inflicted on our property. We are filing this complaint to warn potential future customers and seek compensation for the ruined mattress.

  

  Business response

  08/15/2023

  We are currently working with Mr. ****** on a settlement for an appearance allowance for the mattress.  We also spoke about the increase in the cost of the move.  Most of this increase was due to increased packing that Mr. ****** requested we perform on 6/12.  We had estimated to pack 33 cartons and ended up packing 107.  He also added $312 of insurance on the move.  We hope to get the mattress issues solved shortly.

  Thank you 

  Kevin Kaster

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