ComplaintsforDependable Moving Company, Inc.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company moved my personal belongings from Lakeland to Lake Placid on 4/28/2022. Upon completing the move and shortly after the workers left, I noticed a scratch on the bottom center of the screen of my Samsung 60' TV. Immediately I contacted the office and was told an employee named Matt would follow up with me. A few days later I spoke to Matt and he assured me a claim would be submitted. I waited almost 2 months and on 6/24/2022 sent a text to Matt to which there was no reply. A few days later, I called the owner (ANN), who advised me it had been submitted but the insurance company was very busy processing other claims. Another month passed and I had yet to be contacted by the insurance company regarding my claim. On 7/28/2022, I sent a certified letter to the company informing them of the fact I had still not heard from the insurance company. This letter was received by Dependable Moving on 7/30/2022 and as of this date (8/18/2022), I have not been contacted by Dependable Moving or the insurance company.

  

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/08/20) */ Contact Name and Title: ANN M******* OFFICE MAN Contact Phone: 863-815-9829 Contact Email: [email protected] GOOD MORNING TO WHOM IT MAY CONCERN YES OUR COMPANY DID MOVE MR.********* ON APRIL 28TH 2022 AS HE STATED. AND YES HE DID NOTIFY US HERE @ THE OFFICE OF DAMAGES TO HIS TV. 1ST IT WAS A CRACK AND SWEAT DROPLETS IS HOW HE EXPLAINED THE DAMAGES. I ANN OFFICE MANAGER DID STATE I WAS SORRY TO HEAR THIS AND WE WOULD GET THIS TAKIN CARE OF BY THAT I OFFERED SOMEONE TO COME SEE THE TV DAMAGES IN PERSON. THE RESPONSE I WAS GIVEN FROM MR.********* WAS NO TIME TO SCHEDULE FOR SOME ONE TO COME OUT A FEW DAYS LATER MATT ONE OF OUR LEADS TALKED WITH MR********* AND ASK HIM IF OUR CREW MEN WRAPPED HIS TV IN ONE OF OUR 1/2 " BLANKETS AND HE SAID YES THEY DID. HE WASN'T SURE HOW IT HAPPENED BUT IT DID INDICATING ONE OF OUR GUYS MOST HAVE DONE THE DAMAGES WITH HIS BELT. ( ALL OF OUT GUYS WEAR SPORT SHORTS THEY DONT USE BELTS) MATT THEN ASKED MR.********* WHEN HE HIMSELF COULD COME TAKE A LOOK @ THE DAMAGES AND AGAIN MR.********* REFUSED. THEN NEXT TIME I (ANN) SPOKE ABOUT DAMAGES WITH MR.********* REPEATED THERE WAS A CRACK ON 1 CORNER OF HES TV AND SWEAT DROPLETS. HE TRIED WIPING THE DROPLETS AND THAT THAT HAD MADE THING WORSE. I ASKED HIM WHAT WAS THE BEST TIME FROM SOMEONE TO COME OUT AND LOOK @ THE TV . MR.********* WOULD NOT SCHEDULE FOR SOMEONE IN OUR OFFICE TEAM TO COME LOOK SEE AND TAKE NESSISARY PICTURES . FOR INSURANCE PURPOSES WE DID NOTIFY OUR INSURANE AND YES YOU GUESSED IT PICTURES ARE WHAT THEY WANTED. MR********* HAS NOT PROVIDED PROOF OF THESE DAMAGES NOR HAS HE LET A MEMBER OF OUR STAFF ACCESS TO LOOK @ THIS NOW SCRATCHED TV. MR,********* HAS NOT HEARD ANYMORE BECAUSE WE CAN NOT DO ANYTHING WITHOUT PROOF /ACCESS YES WE WOULD HAVE REPAIRED IF POSSIBLE AND OR WORKED OUT A REPLACEMENT WITH MR********* HOWEVER IF THE CUSTOMER MAKES A CLAIM AND DOES NOT ALLOW US ACCESS . TO DATE WE HAVE NO PICTURE AND OR PROOF OF ANY DAMAGES THATS ALL WE NEEDED . HOWEVER YES MR,********* WAS ABLE TO SEND A CERTIFIED LETTER WHICH IS A LITTLE MORE EFFORT THEN WHAT WE WERE ASKING THEREFORE OUR HANDS ARE TIED WE ARE NOT JUST TAKING SOMEONES WORD WITH OUT PROPER PROOF AND WE ARE NOT JUST GOING TO SHOW UP WITH A 60" NEW TV THATS NOT HOW THING WORK. QUITE HONESTLY TIME HAS RAN OUT @ THIS POINT. ALL WE ASKED FOR WAS PROOF Consumer Response /* (3000, 7, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Ann are completely incorrect. First of all Matt never offered to see the problem, only said would submit a claim to insurance. The second time I contacted him (not him to me) and he did not respond to my text, which I still have. I never refused someone coming to view damage. The reason I spoke with her was I did not hear back from Matt. Second, Ann has the story wrong. I never stated it was a crack, I told the it was a scratch which I could not remove and only gave my opinion as to how it may have happened. As for the sweat, that was my opinion on how the tech raised it against his body, without the blanket, and thus left sweat marks on the screen also. If they are so inclined to get the customers issue resolved, why haven't they contacted me over the last 3 months. I even mailed a certified letter a few weeks ago. Thank you in advance Business Response /* (4000, 11, 2022/09/08) */ I'M SORRY ONCE AGAIN WE HAVE BEEN ASKING FOR A DATE AND TIME IN WHICH TO SEE THE TV. AND AS I STATED IN THE LAST STATEMENT I GAVE. TO DATE MR.**************** HAS MADE NO ATEMPT TO LET US SEE THE TV. I KNOW HE CAN SEE ME REPLY JUST AS I SEE HE!!! AND I ANN OFFICE MANAGER HAVE ASKED THIS VERY QUESTION MULITIPLE TIME OVER THE PHONE TO HIM. AS FAR AS I'M CONCERNED MR**************** TIME SPAN HAS RAN OUT THIS ISSUE DID NOT BY NO MEANS HAVE TO LEAD TO THIS.. THANKS ANN OFFICE MANAGER Consumer Response /* (4200, 13, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Below please find wording of the letter sent 3 months after initial request. Two months after the original request a certified letter was sent to office on 7/8/22, after not hearing from the so called insurance company. I do not wish to continue aggravating myself with this back and forth bantering and lies, as it is obvious this company never intended to follow through with repairing the scratch on my television. I see the type of people I have been dealing with, as the manager continues to lie in the statements, just as she was lying to me all along, informing me it would be reported to the insurance company and would not be a problem. The original response from the service man, Matt, who never offered to come and look at the problem should have alerted me. Guess I should have know he wasn't going to drive 70 miles for this. Finally, the claims I would not allow them access to see. How rediculous is that!! Do they really think others believe that? I will figure out a way to remove the scratch. As I stated in my letter, my intention was not about getting the TV replaced. I hope with your help, at least others will be able to see my situation and be more careful when selecting this moving company, since a move is so critical to the customer who schedules with these companies. I guess since they are not regulated, they can treat the customer however they wish. Thank you for your assistance. July 30, 2022 Dependable Moving Company 125 N. Ingraham Ave. Lakeland, FL. 33801 Attn: Ann Re: Claim for Television I am writing this as a follow up to our previous conversations, so the reported damage does not go uncorrected. I am the gentleman your company moved from Lakeland to Lake Placid on 5/26/22. As you recall, the day after my move, I reported to your my 60" Samsung flatscreen TV had been damaged with a scratch approximately 6 inches long. At the time you advised me it would be turned over to Matt, who handles all your claims. The following week (June 3) he contacted me and I explained the situation. Matt informed me this would be turned over to your insurance company for a claim. On June 24, I texted Matt to follow up on our previous conversation. NO response. A few days later I called and spoke with you whereby you advised it had been reported to the insurance company but there was a long backlog on claims. On the date of this letter, it has been over 3 months since the incident was reported to you and I have yet to hear from the insurance company. I am trying to be patient, as your company was very good to deal with from the beginning. I would think when a claim is reported to insurance companies, at minimum, contact is made with the customer informing the process has been reported and started. This is yet to happen. I do not want my situation put aside and forgotten. My TV screen has large visible scratch and I am concerned something may happen in the future. I do not know how these flat screens react to this type of damage and would hate to loose it in the future. After all, I paid more than $1,500. You can say prices are cheaper now, but I spent this amount. I am not demanding a replacement, simply having a technician remove this scratch and a guarantee it won't damage the screen further. The TV remains in the same condition as when it was put in place. It still has the sweat marks above the scratch where the moving guys brushed up against it. I am also, NOT trying to get your worker in any trouble. I understand things happen, especially after they worked hard all day loading and unloading, for which I rewarded them with a generous tip. Please follow up with your insurance company and have them contact me, so I have some record of claim number. I would be grateful for your assistance. Regards:

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