Complaints

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company to move multiple items including two refrigerators and a Peloton treadmill. We verified before the appointment that they were able to move refrigerators and disassemble as needed (remove doors to fit through tight spaces). I was also advised that they are familiar with moving Peloton's. I disassembled the peloton and they were only required to move the treadmill base that weighs close to 300 pounds. Both refrigerators were damaged during the move. The peloton was dropped and damaged during the move. They damaged furniture that they were not even moving by bashing the refrigerator into a wooden island causing damage to the wood. They also damaged the floor and walls at the house we are moving from, and the door and door jamb, wall, and floor at the house we are moving to. After multiple attempts to contact them during and after the move we have not heard anything back. The manager has been avoiding my calls after I left multiple voicemails requesting callback to discuss compensation. We refused payment for the moving services due to the lack of communication while trying to contact the leadership team.

  Business response

  09/08/2022

  On Behalf of the team, I would like to apologize for any mishaps that *** have occurred during the move. Below I will highlight the facts as we see them and have in our email correspondence over this time. 

  - The job took place on Sunday August 21st. The client noted that they tried to contact management to discuss their claim, however our claims department is open Monday-Friday during normal business hours. The claims process is highlighted in our contract "4. claim filing/time limit/ complaint procedures". Refusal to pay for the job and kicking our team out of their house was the end result of the move. Our claims specialist reached out in a timely manner, but only after that short period between were bad reviews left, non payment, reaching out to our insurance company, and chargeback of the truck and travel pre payment. 

  - The clients mother signed the contract/receipt and a release of liability was noted over the refrigerators. .60 per LB liability was also chosen the day of the move as the coverage.  In good faith, to resolve the issue, our claims department decided to waive the balance of the money owed from the move as your settlement; $744 or otherwise 1,250lbs. 

  - Attached in this response is a copy of the contract from the day of the move. We have been nothing but responsive in emails, above and beyond to try to resolve this issue, but none of that has seem to please the client. We have had to deal with numerous calls, emails, texts, bad reviews, etc. Our main goal is to make sure all of our clients are provided with excellent service, in some rare occasions we *** fall short but in these moments we try our hardest to remedy and resolve any issues as quickly as possible. 

  - We are now owed $873 from the job from the client.

• Initial Complaint

  08/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Tuesday, July 26th 2022, College hunks ( ************************************************************** branch) picked up a washer and dryer and several other items for charity pick up. we contracted College Hunks though "Pickupmydonation.com " and have already filed a complaint with them. There are two issues of concern with our experience with College Hunks. 1) A leak they caused when disconnecting the washer. While disconnecting the washer, they caused a leak and didn't notify me about this. Instead, the put the brass caps on very tightly, which we believe they tried to conceal by putting the caps on. Since we moved out the next day, we didn't notice the leak until we returned several days later to clean the townhouse. When the emergency plumbers arrived they said the brass caps were extremely tight and the water was leaking from the valves and we have pictures that the ********************* emergency plumbers) took to show what they found upon their arrival. Then, due to the leak, we had to have the drywall repaired and painted. The plumbing bill, drywall repair and painting bills totaled $1250.2) The second concern is that College Hunks promised to email us am itemized receipt ( from the charity) of the donated items for tax purposes. *********************** (College hunks) sent us a blank ************** ticket. When I asked for the itemized receipt he said he couldn't provide it.How can we be sure that our items were donated? How can we prove to the *** what we donated with a BLANK RECEIPT FROM SALVATION ARMY? How do we know they didn't just take our items?************** has been extremely rude with me and my husband, ***** as we have talked several times by phone about our concerns. We have tried to resolve this through several phone calls and emails and College Hunks refuses to take any responsibility for what occurred.

  Business response

  09/02/2022

  We apologize that our services did not meet nor exceed your expectations.  A few things we would like to express for future reference - we noticed your job was completed on July 26th our your claim was submitted on August 2nd.  Our policy is to have claims submitted immediately, usually within 7 days due to many factors that *** occur. 

  Regarding your claim, you stated that the plumber told you the caps were placed unusually tight.  From the conversation you had with us, you mentioned you were not present for this, can you say for certain they were tight?  You mentioned that the plumber told you that our guys should've known their was a leak, unfortunately, we are not licensed plumbers and detecting an alleged leak is well out of our scope.  After a thorough investigation, we can confirm that none of our guys tightened any caps.  Additionally, your husband stated to us that ***be the delivery company (out of respect for them I will not mention) that the appliances were purchased from *** have caused the alleged leak upon installation.  

  You stated that we did not provide an itemize receipt to you.  As explained to you during our phone call, it is not our practice to provide an itemized receipt to our customers.  In order to save time, money, and gas, we don't make trips to our partner donations facilities until our trucks are full.  Since this is the case, we simply provide our customers blank receipts, as it is also the donation facilities practice to only hand out blank receipts.  

  If we can be of further assistance, please feel free to reach out at ************ for a more in-depth conversation.  We hope we can provide you with a better experience the next time around.  

  Customer response

  09/07/2022

   
  Complaint: 17895704
  
  I am rejecting this response because:

  1.
  How can College Hunks confirm that their workers didnt tighten the caps and cause the leak? We would like to see the evidence  from their thorough  investigation. Also, he states that my husband said it might have been the delivery company. He was being sarcastic when he said the professional appliance delivery team could have caused the leak. Famous **** didnt  touch the caps. The caps were not in. and there was no leak when the washer and dryer were removed. 
  

  2. We reject that our complaint wasnt timely. We didnt notice the leak and called immediately when we found it. 
  

  
  Sincerely,
  
  *************************

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