ComplaintsforStrong College Students Moving, Inc.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Strong college students were hired to move my items from one location to another on 2/21/204. They were supposed to wrap all the items for moving, however they ran out of protective blankets and did not wrap the screen on my rower. When they arrived to my new location the driver stated they had a misshap on the way here, stating they were break checked. He stated they pulled over to check the contents of the truck as they heard items shift, and when checking things noticed the screen to the rower was cracked and damaged. I received their claim settlement statement today and they are denying my claim to fix the screen saying it falls under their unboxed fragile unpacked speciality item waver. If the driver would not have been following the car in front of him so closely to get break checked as he stated then there would have been no damage to my rower.

  

  Business response

  04/14/2024

  Dear *****************************,

  Subject: Response to BBB Complaint Complaint #********

  
  We at Strong College Students Moving have received your complaint submitted to the Better Business Bureau regarding the damage to the screen of your rower during your move on February 21, 2024. We understand that moving can be a stressful time and that any damage to personal belongings is distressing. Please know that we take your concerns seriously.

  
  As outlined in our claims response letter, we would like to affirm that while we strive to ensure utmost care for all items we transport, our team also operates under a set of terms and conditions that were communicated to you before and during the service. Specifically, we require that oversized items and fragile electronics, like the screen on your rowing machine, be properly prepared for the move to minimize the risk of damage. This includes disassembly and secure packaging within the original box or with suitable protection.

  
  On reviewing the details of your move, it has been noted that:
  1.  Pre-Move Notification: Our records show you were informed of our policy regarding oversized and fragile items. It was advised that such items must be disassembled and secured in their original boxing for transit.

  
  2.  Moving Day Protocol: Despite this advisory, it appears that the rower was presented for transport without disassembly and was not secured in its original packaging or adequately protected as per the recommended guidelines.

  
  3.  Unforeseen Incidents: Our team encountered an unforeseen incident in which another vehicle unexpectedly stopped, forcing our driver to take quick and decisive action to slow and stop our moving vehicle. That unforeseen incident led to a shift in the truck's contents. While our driver did take immediate action to reassess and secure the items after that, the lack of proper preparation for your rower made it vulnerable to damage.

  
  4.  Liability Waiver: Given that the specific handling instructions for fragile items were not followed as agreed upon in our terms and conditions, our liability for the stated damages is limited.
  We assure you that had the proper precautions been taken to disassemble and package your rower screen; it would have substantially mitigated the risk of damage during transport.

  
  Though we cannot honor your claim for the reasons stated, as a gesture of goodwill and to demonstrate our commitment to customer satisfaction, we are prepared to discuss potential remedies that *** assist you with the repair.  To proceed with this conversation, please contact us directly at ************, where our customer service team will be ready to further assist you.

  
  Thank you for bringing your concerns to our attention. We value your business and hope to find a satisfactory resolution for both parties.

  
  Warm regards,
  Strong Service Team
  Strong College Students Moving
  
  

   

   

  Customer response

  04/24/2024

   
  Complaint: 21440805
  
  I am rejecting this response because:  I called them several times and left messages and no one has called me back.   I left a detailed message with the person who answered the phone the other day and he said he was just the person who takes messages and would relay it back to the managers, however no one contacted me from that conversation.  I also left messages on their answering machine to call me, i did see a missed call from them but no message was left by the company. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/10/2024

  Dear *****************************,

  
  Subject: Response to BBB Complaint Complaint #********

  We wanted to let you know about a response to your moving claim. Unfortunately, an item of Crown Royal was accidentally damaged on the moving day. Although our team was not contracted to pack up and box the damaged item professionally, we are providing a remedy for this fragile, unpacked item. The bottle of Crown Royal has been valued at $46.59 at a store in your area. We have credited $59.99 to your credit card ending in 0105.  This will cover more than the cost of replacing the bottle. 
  
  
  Respectfully, 
  
  
  Claims ****************************************************** Commercial & Residential Moving Franchises
  Franchise Opportunities Available
  www.strongcollegestudents.com

  
  

  Customer response

  05/16/2024

   
  Complaint: 21440805
  
  I am rejecting this response because: this does not cover the damage that was made to my rower screen.   I ACCEPT the payment for the bottle of liquor that was stolen, not broken as they continue to claim.  That part i will accept as a closed item.   I still have a damaged screen that was due to negligence on their drivers part.  This item should have been wrapped up like every other piece of furniture i had that was wrapped and it was not.    Per the driver/mover they ran out of blankets to be able to wrap it.  And also per the driver when they were coming down they were break checked and they had to pull over as they heard a crash in the back and checked for damage. The damage was to the rowers screen.

  To reiterate i will accept the payment for the liquor portion of  my claim.  Thats it.

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

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 18 2023 moved Over charged orinignally had to have it adjusted stopped for lunch and charged for that time as well. Finally adjusted price was given. They damaged our new dining table they rolled it like a wheel scrat hed it all up nicked the top scuffed it all up. Then said they will not do anything about it because it isn't broke. Broke two tvs scuffed up other things. Since then they have kept putting it off saying we turned if over to the other deparrments. Nothing has been done it is ridiculous.

  

  Business response

  04/20/2023

  The move for this customer was submitted into claims and approved for repair. Repair service was completed on 4/7/2023. Items submitted for claims. Wicker Patio Furniture, White ******* ****** ************** Bed Frame. TV's mentioned in BBB claim NOT submitted with claim or recorded with SCS. The glass table was recorded as moved improperly but no damage recorded. 
  
  In addition to repair services, we compensated an hour of time off the clock to address concerns with time and to ensure our customer was happy. As well as an additional discount of 116 off the total to compensate for the improper handling of the glass table top. 
  
   

  Customer response

  04/20/2023

   
  Complaint: 19854798
  
  I am rejecting this response because:
  They came out and colored or ainted damage nothing about the tvs they broke it is a total joke. The table was a few months old they rubbed some color on it nothing on the nicks and scuffs on top of it it is ridiculous they are allowed to get by with this kind of treatment.

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

  

  Business response

  04/20/2023

  Hi, we are sorry you had this unfortunate experience. In order for a TV to be submitted for review on for claims the TV's would need to have been submitted with the initial claim email 7 days from the day of your move.
  
  The claim email submitted for review from customer stated this 
  
  "Claim for furniture damaged by movers a bed, dining room table was rolled across the cement, three different walls were  scratched." 
  
  Photos for the items where also provided for the claim and will be attached in this response showing no TV's where ever mentioned. 
  
  We are required by law to cover 60 cents per pound for items damaged beyond use if not covered under the waivers agreed upon on the day of the move. The settlement amount is only eligible for items damaged beyond being used for their intended purpose. Service blemishes and scratches are eye ***** of course and we do our best to minimize and repair them when they occur but they do not warrant an item for replacement value  unless item can no long be used for its designed purpose. 
  
  In addition to repairing items with service damage we also paid ********************************************* the photos to ensure we did our best on trying to compensate you for the unfortante move as well as 129 or a full hour deducted from the total as well. At this time we have settled 245 plus the cost for repair services. 
  
  IF you are not satisfied with our resolution we apologize and wish you better luck in the future on any moves you may have. 
  
  
  
  

  Customer response

  04/21/2023

   
  Complaint: 19854798
  
  I am rejecting this response because:
  They can damage your belongings and get by with they a disgraceful company. They said the bed was a particleboard bed not, no glass top table it was just a few months old wood table set. They had no regard for our belongings. A usual these people will continue to damage other peoples things and get by with it.
  Sincerely,
  
  *****************

*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. ↩