ComplaintsforCento Family Moving & Storage

• Initial Complaint

  11/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  MOVING FRAUD - WE HIRED CENTO MOVING COMPANY ON 1/26/21 TO MOVE OUR FURNITURE FROM OUR ** ADDRESS INTO THEIR STORAGE WAREHOUSE IN ****** ** AND WE PAID $2,402.50. WE PAY $420.00 A MONTH FOR STORAGE UNTIL THE FURNITURE WAS MOVED.THE FURNITURE WAS IN STORAGE FOR 22 MONTHS. WE PAID $9,240.00 AND WE PAID $420.00 FOR NOVEMBER 1, 2022. OUR PAYMENT IS CURRENT. THIS COMPANY IS ALLOWED TO PULL THE PAYMENT DIRECTLY FROM OUR BANK ACCOUNT EVERY MONTH. WE WOULD HAVE ALLOWED ***********************, OF CENTO MOVING AND STORAGE TO MOVE US TO ********** ** AND PAY HIM $5,978.00 BUT HE WAS TRYING TO CHARGE ** FOR A GAS INCREASE, THE ***** OF GAS HAD GONE DOWN AND THEN HE BECAME AGGRESSIVE WITH ME AND I DECIDED THAT I DID NOT WANT TO DEAL WITH ********************************HE IS THE ***** OF THE COMPANY BUT IT IS IN HIS WIFE'S NAME AND HE IS WORKING IN THIS COUNTRY WITH A WORK PERMIT AND HE IS FROM ****** ACCORDING TO THE RESEARCH INFORMATION.WE DECIDED TO HIRE A MOVING COMPANY FROM ********** ** AND WE ARE PAYING MORE MONEY, BUT THEY ARE PROFESSIONAL.*********************** IS BLOCKING THE MOVING COMPANY AND ** FROM GETTING OUR FURNITURE. I HAVE REACHED OUT TO HIM ON NUMEROUS OCCASSSIONS TO MAKE AN APPOINTMENT AND HE DOES NOT RESPOND AND HE IGNORES ME AND THAT HAS BEEN HIS BEHAVIOR FOR A WHILE.HE WANTS TO MAKE THAT $5,978.00. HE MOVED OUR FURNITURE A YEAR AGO AND NEVER TOLD US. DO WE REALLY KNOW WHERE OUR FURNITURE IS?HE HAS OUR MONEY AND HE HAS OUR FURNITURE AND HOLDING THE FURNITURE HOSTAGE.HE HAS CHALLENGED ME AND I BELIEVE HE IS DANGEROUS. I EVEN CONTACTED THE ORANGE COUNTY SHERIFF **** TO HIRE AN OFF DUTY OFFICER FOR 4 HOURS FOR PROTECTION. WE HAVE EVEN BEEN TOLD THAT HE WOULD PUT YOUR FURNITURE IN THE PARKING LOT.BASED ON EVERYTHING THAT HAS HAPPENED, WE BELIEVE HE IS TRYING TO TAKE ADVANTGE OF US FINANCIALLY.

  

  Business response

  12/09/2022

  The company can't understand the course of events that led to this FALSE complaint and is not sure about how to respond to this lunacy.
  
  This customer was never ignored, no member of the company ever gave any reason for her to suspect that anyone was "dangerous" or that she needed any "protection", she was never told that the furniture would be "put on the parking lot" (or made hostage for what it's worth), and there was never any communication that could possibly be interpreted as an attempt to "take advantage" of her.
  
  On the day and time of the submission of this case (11/22), her move was ALREADY scheduled as per the phone call recorded and attached to this case (from 11/21 at 5:05 pm). The other 2 files attached illustrate the numerous emails sent to the customer, precisely 29 from our CRM software plus 8 from our regular email software.
  
  On 11/25, only 2 days after this case was opened, the customer came to our company warehouse AS PREVIOUSLY SCHEDULED AND AGREED, located at our public address, and retrieved her furniture as planned, without ANY of the issues she described in her complaint.
  
  The company understands that this case was opened with the sole intention of damaging its reputation and the reputation of an officer by making PERSONAL ATTACKS, including SERIOUS and FALSE accusations, and will seek legal action against all involved if this complaint is not removed and/or the becomes public.
  
  See Attachment/File: 2022****-170538_***********_Incoming_Auto_2100720200040

  Customer response

  12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The information that was given is not accurate.
  
  We had been trying to get our furniture since October 2022 and was not able to get it until November 25, 2022. We bought a house in Oct 2022.
  
  On Oct 25, 2022 at 4:12 pm, I sent email stating we are trying to make an appointment to have our furniture delivered. I have documentation.
  
  November 2, 2022 at 1:06 pm, we wrote a letter to ****** about our account and made 3 requests and said we were very disappointed because we could not get the information in a timely manner and asked for the owner's name. I have documentation
  
  Nov 7, 2022 at 3:15 pm I wrote an email to ****** and it said we need to make an appointment to come and get our furniture. No response. I have documentation.
  
  Nov 7, 2022 at 3:23 I wrote an email to ****** and it said, Please be aware that these emails are proof that we asked you to allow us to get our furniture. No response. I have documentation.
  
  Nov 11, 2022, I went to ****** and did a review on the company and that is when I got a response.
  I gave a 1 star review because he was ignoring us and not responding. I said we want our furniture and Cento family moving and storage is not allowing us to get our furniture if he does not respond. I said he has our money that we pay every month and he has our furniture. I have documentation.
  
  He responded and said he challenged
  me to provide evidence or even a hint that we were not allowed to have access. We cannot have access if he does not respond.
  This was the first time he said call the office when we have a date.
  
  I said the last time I heard from him was on Nov 3, 2022 and that date was Nov 15,2022, I was talking to him. I said it has been 12 days with no response. I have documentation.
  
  Nov 16, 2022, I followed up to let him know we are working on a date and I would contact him immediately. I have documentation.
  
  He sent me an estimate $417.00 he would charge me to get into his warehouse. I have documentation.
  
  Nov 21, 2022 we sent a formal letter to pick up our furniture on the 23rd of Nov and we asked for a prompt response and he did not respond to the letter.
  
  My husband dialed his number and he answered and we told him we wanted to come on the 23rd of Nov to get our furniture and he said no.
  
  We had bought airline tickets to be there on the 23rd and we had to cancel those tickets. I have documentation.
  
  He said we could come on the 25th of Nov and we said we needed to speak to our movers and our movers agreed to the 25th. We called right back and he did not answer the phone but my husband left a message saying the 25th would be ok. But we still did not have a confirmation. We sent another formal letter on Nov 21, 22 at 5:03 pm verifying that he said we could come on the 25th and asked for a prompt response. No response. I have documentation.
  
  I flew to ******* on Thanksgiving day Nov 24th and left home at 7:30 a.m. without a response from the company and my movers drove from ******* and we were not sure if we were able to get in his warehouse. I have documentation.
  
  When we got there on Nov 25th we went into his office and he confronted me about the complaint I made to BBB and it was somewhat intimidating because he caught me off guard. It appears that we was trying to start an argument with me. He was mad and his demeanor was not good. I have a witness which is one of my movers. This kind of behavior toward a woman from my perspective can be dangerous because you do not know what someone will do when they are mad or angry and confronting you.
  
  We got our furniture in approximately 2 hours from an extremely hot warehouse and he moved my furniture from ****** **, a climate controlled warehouse to an extremely hot non climate controlled and never told me he moved my furniture. I paid $420.00 a month for climate control warehouse.
  
  We have a lot of damage to our furniture especially 5 leather Natuzzi Italian sofa, love seat, and 3 swivel chairs that we bought from Bears furniture, items are broken, items missing, dented, small tears, etc. we have before pictures of the entire home and after.
  
  On December 1, 2022, he went into my bank account and took $420.00 and he did not have authorization because we moved on Nov 25th, when I complained he put the money back. I have documentation.
  

  

  Business response

  12/22/2022

  We continue to be astonished by your insolence and entitlement in extending your attacks to the company and its members in retaliation for not obtaining a move from ** to AL for free. Below are the facts and the many contradictions in what you claim:
  
  - You started this complaint AFTER scheduling your move-out (recorded call, attached to this case).
  
  - You stated that your desired resolution was to retrieve your items, which happened flawlessly, and on the scheduled day, but yet indicated that you did not accept the response from the business.
  
  - You falsely accused the company of moving fraud but failed to provide any evidence to support that.
  
  - You falsely accused the company of blocking your access to your furniture but failed to provide any evidence to support that.
  
  - You stated (your words in this complaint) that you did not want to deal with one specific member of our team but at the same time complain when the said member doesn't respond immediately to your ludicrous requests.
  
  - By the way, this is same member who sent you 30+ emails (documented and attached to this case) in the 2 months before your move-out.
  
  - You suggested in your complaint that you didn't know where your furniture was but were present in our warehouse to "inspect" your move-out.
  
  - You falsely accused the company of holding your furniture hostage but failed to provide any evidence to support that.
  
  - You falsely accused a member of the company of being "dangerous", "angry", "mad", "confronting", and "intimidating" but failed to provide evidence to support any of that.
  
  - You claim to "have been told" that the company would "put your furniture in the parking lot" but failed to tell who or provide any evidence to support that.
  
  - You claim to "believe" that the company is "trying to take advantage" of you but failed to provide any evidence to support that.
  
  - You contradict yourself by claiming that you didn't have a confirmation about your moving date but at the same time you and your moving company were present on the scheduled date.
  
  - Contrary to your statement and conduct, your moving company called our office and confirmed the moving day for the 25th at 10:00 am. Our software also emails an automated reminder the day before your move (and confirmed its delivery).
  
  - You falsely stated that you retrieved your furniture from an "extremely hot warehouse" but according to the *************-weather.info, the temperature in ******* that morning was a pleasant 68 degrees.
  
  - Contrary to your statement, our ******* warehouse is far superior to our former ****** warehouse in many aspects, including climate control. As evidence of our high standards, the world's 2nd largest parcel delivery company operates its international shipping warehouse in Central ******* in the very same building as we are.
  
  - It is our understanding that every item came out of our warehouse in the same condition as when they arrived. You were present inspecting every single item as they came out of our warehouse along with your movers and another senior member of our team, and not a single concern was raised by anyone.
  
  - Additionally, it is a moving industry standard practice, and it is your other moving company's job, to mark down any existing damage before taking possession of an item. Apparently, that didn't happen.
  
  
  With the above said, we reiterate our opinion that this case was opened with the sole intention of damaging our company's reputation by making SERIOUS and FALSE accusations, and we will seek legal action against all involved if this complaint is not removed and/or becomes public.
  

  Customer response

  12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You are stating I did not provide evidence. Trust me I have a lot of evidence and I know where I can provide it where it will count and you will see.
  
  I refuse to continue down this path with you.
  
  
  
  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a complicated move that involved storage for 2 months. Henry helped me through the process of how my items would be moved, stored and then moved into my new home. Henry was fantastic when going through the estimate process and assured me my belongings would be well taken care of through out. The move out of my home in St. Petersburg went well. When our items were moved into our new Oviedo home, that is when our problems began. Cento didn't arrive with all of our belongings on move-in day. They had one of the movers break the news to me. I insisted on talking to Felipe and he assured me they had my items, but it would take some time to find them. The crew unloaded the truck and many of the boxes were crushed. Some were unloaded upside down even though it clearly stated on the side which end was up. The crew worked hard, but weren't careful in the stairwells. Walls were marred and the stair treads were gouged and paint chipped in many places. After they unloaded what they had the crew went back to the warehouse and eventually helped in finding my missing items. Felipe insisted that it would be best to move the rest the next day and to his credit, paid for our hotel room because none of our beds had been delivered on day one. Day two we received the rest of our items and 2 couches and 2 chairs were soiled. One mattress was also dirty on the ends and my king bed mattress was placed on the bed and was misshapen and had a tear in the mattress cover. I paid in full as per my contract at the end of the second day, even though it was obvious I had damage to items. I was told I needed to go through the claims process. I submitted 4 claims as I unpacked and found damage to items. The last was on 7/18. They are attached. On 7/25 I received an email from Felipe stating that it would take some time to process the claims. I asked for an update a week later and have heard nothing. I purchased extra insurance through Cento and want my claims processed as promised.

  

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/08/30) */ As the customer stated, the company informed that there is a process to every claim. The company's exact words were: "there are many moving parts associated with resolving every claim, and we appreciate your patience while we handle it, as it may take us a few weeks to come to a resolution" To which the customer responded: "We understand there is a process.", "We are happy to cooperate in any way to expedite the process". To the company's surprise, 2 weeks after the last communication the customer started this complaint instead of reaching out directly via email or telephone. During this time, the claim is being processes, and is currently being handled by a specialist. As it is customary, the customer will be informed of a resolution at the end of process. Sincerely, Cento Moving Consumer Response /* (3000, 7, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) On July 25, 2022 we received the following email from the representative at Cento Family Moving: I'm writing to let you know that we acknowledge the receipt of your emails and to let you know that we are in the process of investigating the details of it. As stated in your claim form, please keep in mind that we reserve the right to inspect all items for damage to determine the best solution for each one. It is also the company's prerogative to choose between repairing, reimbursing, or replacing an item, as well as selecting the appropriate vendor to perform the repair if this is the case. I understand the frustration of not having an immediate solution, but although it may not look obvious from the outside, there are many moving parts associated with resolving every claim, and we appreciate your patience while we handle it, as it may take us a few weeks to come to a resolution (especially because your claim may involve filing a claim with our insurance). We will let you know if we need any additional information, and please feel free to email me directly if you have questions in the meantime. On the same day, July 25, 2022 we responded with an email: Thank you for acknowledging the receipt of our claims. We understand there is a process. We would appreciate being informed along the way as to any progress in resolving our claim. We are happy to cooperate in any way to expedite the process. Three weeks after our items were moved into our home we sent another email as suggested by the Cento Family Moving representative in their July 25 email. This email was dated August 3, 2022: Can you please send me an update on my claim? It has been three weeks. Where are you in the process? What do we need to do to move forward? After receiving no response, we filed a complaint on August 15, 2022 with the BBB. We have had no contact from Centos Family Moving since the July 25 email. We hope to reach a resolution for the damage done to our home and our belongings. Business Response /* (4000, 11, 2022/09/26) */ We apologize for the longer-than-usual time that it is taking to resolve your claim. During the past weeks, we have changed some processes and staff working with claims, which inevitably caused some delays, but we are working diligently to have it resolved soon. Please don't hesitate to reach out to us directly if you have any questions. Sincerely, Cento Moving.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company moved a Tennant in and the movers damaged the threshold of the door. Everything was caught on camera and they denied to pay the damages that's needed to repair the problem. It was excuses after excuses, week and week with minimum response claiming they don't "monitor" the phone and "family is first" Although they admit fault and I've provided proof, they said they will not pay the damages.

  

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/11) */ In response to this claim, the company would like to state and present the following: #1 - An image from Google Street View (picture attached) shows the claimed threshold heavily worn and distressed. It seems that the new owner painted over the piece to conceal any damage instead of repairing it as he should. #2 - By doing so, he created an unsafe environment for our movers and his tenants daily. One of our movers slipped and almost fell due to his negligence but, surprisingly, the claimant wants to transfer his responsibility to the movers. #3 - Pictures (attached) taken and sent by the claimant indicate that the subject threshold looks rotten and subject to damage at any time and by anyone. The contract signed by our customer (his tenant) states that "(F) The Mover will not be liable for the following: i) Any loss or damage caused by normal wear and tear... ii) Any loss or damage caused by natural deterioration, inherent vice or defect of the property...or any cause beyond the Mover's control." #4 - Pictures (attached) taken and sent by the claimant indicate that the subject threshold is made of a piece of 2-in x 6-in lumber which 8 feet of it can be found for under $8.00 at any major home improvement store. #5 - Although not liable, the company would still accept the claim as a courtesy to his tenant, who is a repeat customer, but the claimant refused to follow a normal claim process and stated that he would hire a handyman (screenshot attached) to fix the threshold for "they said around $250-$300" (!!!), without an estimate or indicating who are "they". #6 - When confronted with a question to provide said handyman's contact information (screenshot attached) so the company could compare with others, the customer refused to do it and wrote "I'm requesting $500 Once completed. If it's not paid within 24 hours after I send the picture. I will go after your insurance company and seek legal actions..." (screenshot attached). The company understands that at that point it was being coerced into giving $500 (for a $10 solution) to someone that was just trying to bully his way out of his responsibility of having to fix the threshold himself and, for this reason, declined coverage. If at this point, the claimant is willing to accept the allowance for the cost of the materials ($7.98 + tax), the company is happy to issue a check to the address of his choice. Respectfully, Cento Family Moving & Storage Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm willing to have them pay for the repairs from a license and insured contractor weather the parts cost is $8.00 or $800 The damaged was done by their company's employees and camera footage is the proof. I've given them adequate time but It was excuses after excuses. They offered to offer in house repair But never pulled through. I can provide copy and paste text messages. I just want the damages to be repaired. By the company or a license and insured company. The pictures proved the Wood wasn't rotten or old. I've called 2 carpenters and they told me it was at least $350 call out fee. $8 to fix this damage is a joke. We're not in the 1800's Business Response /* (4000, 9, 2022/06/24) */ The company maintains the assessment that the alleged damage was caused by natural deterioration, inherent vice or defect of the property, and the claimant has put our workers in danger by knowingly neglecting to fix the door threshold at his property. Furthermore, to this date, the claimant has failed to begin a claims process with the company, or provide any repair estimate. Even after it became evident that the company or its workers weren't responsible for any alleged damage, it was always our intention to find common ground, and resolve this issue quickly. Being faithful to our principles of honesty and integrity, and as a courtesy to our repeat customer, we chose to offer to pay for the costs of the materials necessary to replace the threshold, but the claimant didn't accept. As a last resort, and contingent to the end of this complaint, we can issue a $50 check to the claimant's address of choice, that he can apply towards the item's repair. Should the claimant have any questions, our office lines and emails remain open. Sincerely, Cento Family Moving & Storage

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  APRIL 7 2022- MOVING FROM APOPKA FL TO SANFORD FL. BROKEN TV, BROKEN GLASS IN CHINA HUTCH, BROKEN CHAIR LEG, 2 HOLES IN WALL, MOLDING BROKEN, BRAND NEW $3K REFRIGERATOR DENTED AND SCRATCHED ON FRONT DOORS, HANDLE ON REFRIGERATOR NOT USABLE, ICE MAKER AND WATER IN REFRIGERATOR NOT HOOKED UP, WHEN ASKED, WAS TOLD IT WAS HOOKED UP, WEATHERSTRIPPING TORN, PAINT SCRATCHED ON NEW HOUSE, I ASKED FOR DRAWERS TO BE REMOVED BEFORE MOVING, WAS TOLD NOT NECESSARY, BROKEN HARDWARE ON DRAWERS AND BECAUSE FURNITURE WAS TURNED SIDEWAYS ITEMS FELL BEHIND DRAWERS AND I WAS UNABLE TO GET DRAWERS CLOSED. CALLED AND TALKED TO NICO IN CUSTOMER SERVICE, HE SAID HE WOULD TAKE CARE OF IT, MADE 3 APPOINTMENTS FOR HIM TO COME OVER AND VIEW DAMAGE AND WAS STOOD UP ALL THREE TIMES. I NEED ALL REPAIRS DONE IN A TIMELY MANNER AND A CREDIT FOR PAYMENT. JOSE TOOK PICTURES OF DAMAGE TO WALLS, CHAIR AND GLASS SHELF. TALKED TO NICO ON APRIL 9, HE TOLD ME TO WAIT TO BUY A NEW TV UNTIL MONDAY AND HE WOULD TAKE CARE OF IT, WAITED AND NOTHING HAS BEEN DONE. APPOINTMENTS MADE FOR APRIL 18. FOR NICO TO COME TO NW HOUSE AND HE WAS A NO SHOW, NOT EVEN A CALL.

  

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/04/29) */ Hi *****, We are sorry to hear your feedback on your experience with us. Although we strive to get better every day, moving is a very physically intensive job, and, sometimes, accidents can happen. But then they do, we work even harder to honor our great reputation and make things right for our customers. As a small business, and because we don't have claims very often, everyone in the office is aware of your case and would have been able to direct your calls or emails. Nevertheless, we apologize for the miscommunication with the appointments, but since you specifically requested any visit to be outside of regular business hours after you come back from work, it becomes more challenging to accommodate, even though we are doing our best. Your case is unusual because we feel that we haven't had the chance or an adequate timeframe to inspect the claims and go over the necessary steps for addressing your claim. Despite that, at the time of this response, your refrigerator has been connected and a new handle has been ordered. However, at this moment, we are still waiting to receive more information from you, such as the filled claim form, where we hope to collect additional information necessary to be able to properly address any other issues, It is of great importance to us that you understand that it is in our best interest to resolve your claim as quickly as possible. We will keep you informed of any updates but please don't hesitate to contact us directly, through any channel, if you have any questions or concerns. Sincerely. Cento Moving Consumer Response /* (3000, 7, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't consider 4:30 to be after regular business hours. I understand the refrigerator handle had to be ordered and should be in this week. I haven't heard anything yet on the repair of the damaged chair or broken glass shelf, or tv. Please mail(US postal) me a claims form that I need to fill out. I am putting my house up for sale and have had to have the holes in the wall repaired myself. It has been 2 days shy of a month, and I feel that is an adequate time frame to attempt to try and master these other problems. Business Response /* (4000, 9, 2022/05/13) */ Hello, We are sorry to know that you did not accept our response. It continues to be in our best interest to resolve any claim you have, as you continue to be welcome to reach us through our regular channels. However, to properly address your case, it is important that you actually file a claim with us by filling out the claim form we already sent you electronically which we haven't received back from you. Please let us know if you have additional questions or concerns. Sincerely, Cento Moving.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Cento Family Moving for a more from Orlando, FL to Palm Harbor Florida. The total paid was $4,400; of which a deposit was paid on 1.19.22 for $1800.00 and the balance on 1.24.22 for $2,600 upon delivery of my furniture and belongings. The complaint is based on the following: - the broke a desk (receipt attached) and didn't tell us. a few days later, as we were going through our stuff, we noticed and asked. At which point, Matt, the Operations Manager admitted the team had communicated this to him and he also admitted it was negligent on their part. The purchase price was $355.71 but now to replace it the cost is $599.99 + tax. - a Bow Flex weight set disappeared (receipt attached) purchase price was $419.93. Matt believes this was stolen as he needed firing (per a conversation with my husband) the entire team due to this incident. There was another smaller desk missing which we did not claim as it was of lesser value and I was told by Matt we would be made whole on the two mentioned items. They also scuffed up a $6K bedroom set; which I will have to pay to get it repaired as they did not wrap it. In addition to the missing items, we received a bin which did not belong to us. I mentioned this via text several times and Matt did not seem to care about the mix up so after 4 weeks, we disposed of it. This confirms the level of negligence. On March 29th, we received a $430 refund. This solely covers the bowflex at a purchase price of $399 + tax is $426.93. We are claiming the following: a) The replacement cost of the desk $641.99

  

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/07) */ Contact Name and Title: Felipe ***** - Director Contact Phone: XXX-XXX-XXXX Contact Email: ******@centomoving.com Dear Ms. ****, We apologize for any damage we may have caused during your move, and we are sorry that your claim couldn't be resolved internally. Please see the response broken down as follows: (#1) - Desk: The company fully acknowledges the damage to the desk and the miscommunication between our movers and you. They should have alerted you on the spot, which didn't happen. On the other hand, your desk's website shows that it has a weight capacity of just 80Lbs. While we always strive to handle particleboard furniture with extreme care, unfortunately, particleboard and/or ready-to-assemble (RTA) furniture are not designed to withstand the moving process. For this reason, no moving company offers liability protection for particleboard items, and our original response about this item was that the claim had been denied. (#2) - Weight Set: Although you provided one picture to one of our team members, we never received proof of ownership or receipt of the item. And, after our internal investigation, although there was no evidence that we ever had the item in our possession, we took ownership of this issue and refunded you the full amount ($400 + tax). Please note that while this was done in good faith, it is not an admission of liability. Our warehouse and parking lot are under surveillance 24/7 and if there was any evidence pointing to any suspicious activity, we would have filed a police report about it immediately, and we can't stress enough that this was not the case. Also, your statement about "firing the entire team" is incorrect and untrue. If any (certainly not all) of our team members involved in your move are no longer with us, it is due to the current labor shortage in many industries, combined with the high seasonality and high turnover inherent to the moving industry. (#3) - Small desk: This item was not part of your claim until this complaint, so we don't have the necessary information to be able to offer any response about it. (#4) - Bedroom Set: This was also not part of your claim until this complaint, so we don't have the necessary information to be able to offer any response about it. (#5) - Misdelivered Bin: Your statement that you disposed of the bin is worrisome because we had agreed and made plans to pick it up the next time we were in your area. But, because you are 100+ miles away from our office, that hasn't happened yet. If you still have it or have a way to recover it, please contact our office immediately, so we can plan to have it picked up as soon as possible. PROPOSED RESOLUTION: As a gesture of good faith and a way of compensating for the miscommunication about your particleboard desk, we are creating an exception and widening the coverage of our standard valuation protection to include this item. Following federal and state laws and statutes, the carrier's liability under the standard valuation protection is limited to sixty cents ($0.60) per pound per article, based on its actual weight. In your case, since the desk has an estimated weight of 100Lbs, we can refund an additional $60 to the card you used before. Please reach out to our office at any time if you have any further questions or concerns. Sincerely, Cento Family Moving & Storage

*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. ↩