ComplaintsforWirks Moving & Storage, Inc.

• Initial Complaint

  04/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We used this company for a move last July and I've moved several times and have NEVER had anything lost. I've had items broken but never lost. It is unbelievable how many items we've lost using this company never to be seen again. The contract only favors them and not the customer. I am very upset as even after ALL of the money we paid them, they offered a nominal amount as reimbursement for only SOME of the items lost. This is borderline fraud and they should be investigated for same. We should be reimbursed for ALL items THEY lost for which they have a record of.

  

  Business response

  04/27/2023

  The shipper selected Basic coverage for their move and we honored and paid out more than half of what was claimed, even though we are not obligated to pay out more than the coverage selected. We have done our part and more as a company as we want to ensure our customers are satisfied and have a great experience with ** no matter what. We have already apologized and released funds to the shipper. Upon signing the Settlement letter the shipper agreed to discharge Wirks from any obligation, liability, law suits,complaints, negative statements and/or reviews and/or responsibility arising out of the claim or action from the entire and complete moving and/or storage services which occurred on or about 07/29/2022. Please conclude and close this case. Thank you. 

  Customer response

  04/30/2023

  We felt that we had no other recourse and this simply should not be the case. We were in a vulnerable position as we did not expect after paying so much for a service that we would have these issues. We are asking that these contracts and  practices be addressed so that no one else will have to endure such losses.  

  

  Business response

  05/03/2023

  Dear ********,

  We apologize for the inconvenience you experienced during your move with Wirks Moving & Storage. We understand that losing items can be frustrating, especially when you have entrusted your belongings to a professional moving company. We appreciate your feedback and would like to address your concerns.

  We provided you with Check #***** for the amount agreed upon on the resolution letter you signed December 18, 2022. This document includes a release and discharge clause. This clause states that by signing the contract, you agreed to release Wirks Moving & Storage from any obligation, liability, lawsuits, complaints, negative statements and/or reviews, and responsibility arising from the entire moving and/or storage services provided on or about July 29, 2022. While we empathize with your situation, it is essential to consider the terms of the contract you agreed to. The release and discharge clause limits Wirks Moving & Storage's liability and obligations regarding the services rendered. By signing the contract, you acknowledged and accepted this provision.

  However, we understand that you are dissatisfied with the reimbursement offered for the lost items. To address this matter, we kindly request that you provide us with the amount of reimbursement that you feel is acceptable. The original claim form listed an amount $118 more than the agreed upon resolution. You may email our customer service team, ****************************************************** or call ** at ************ to speak with *******************************, who would be able to work with you toward a more amenable resolution.

  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding in this matter. We look forward to working with you to resolve the issue promptly.
  

  Sincerely,

  Wirks Moving & Storage, Inc.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not have a good experience and would NEVER hire Wirks again, nor recommend them to anyone. We were given a quote for move out, storage, and move in. When we were in the process of scheduling the move out of storage and move into our new home, we were told that the salesman that had given us the quote made a mistake on the price. We were going to be charged an additional $2,000. It was possibly more; I don't recall the exact amount. They finally went down to $1,200 and acted as if they were doing us a favor. We were at their mercy since all of our belongings were in their facility. They apologized and said that they would have to retrain this associate and others. This is totally unacceptable. As a business they should have suffered the loss and used it as a teachable moment. Sometimes an apology really isn't enough.When we initially contracted with them, we did not take out additional insurance. I did not feel like I needed to pay extra for our things NOT to be damaged. Low and behold they broke several expensive items such as furniture, an elliptical machine, a 61 in television, bedroom furniture, etc, etc. The movers that moved us in to our new home started a claim with the things that they discovered were broken. I filled out a claim form for the additional items and their response was that they would pay us $90 because additional insurance was not taken out.This was our first time hiring movers and we would have done better renting a storage unit and moving ourselves. If I could leave less than one star I would. I am highly disgusted with this company and wish I would have gone with one of the other ones that we got quotes from. We based our decision to hire them based off of the bogus quote that they gave us and the reviews. Do not be fooled by all of the positive reviews. You just may end up with broken items and no compensation for them. AND paying much more money than you budgeted for.

  

  Business response

  03/30/2023

  
  Per the Valuation coverage selected on the Shippers move, their items are covered at $0.60 per pound per article. Pursuant to the terms of the shipping agreement, if no additional insurance was purchased, household goods will be released to a value of .60 cents per pound per article on items noted as damaged or missing at the time of delivery.
  
  We've looked into the claim further and forwarded an updated Settlement Letter to the Shipper. We offered half of what the claimed amount was for 4 out of the 6 items. The ** was packed by the owner and not by us, but we took carrier consideration into mind by offering $300 for replacement cost, including the depreciation value, instead of calculating it at $0.60 per pound, per article. The last item is the shattered mirror and we plan to have that repaired for them.
  
  As their contract advised, we were only obligated to pay out any damaged items at $0.60 per pound, per article, but we went above and beyond to mitigate the claim. They've signed and agreed to our updated Settlement Letter.

  Customer response

  03/31/2023

  The company has blatantly lied by stating that we packed our own 61 in television. It was packed by Wirks Moving and Storage. Additional insurance was not purchased because we did not feel that we should have to pay extra money to be reimbursed if our items were not delivered in tact. The company has agreed to pay more for some of our damages 4 months after our move. An eliptical machine was listed on one of the claims forms that was not addressed. The move in crew took pictures themselves and submitted it to the company. It was initially thought that a piece was simply broken off and we later discovered it is now inoperable. I am amazed that this company insinuates that we were done a favor by partially paying for the damage that they did and by going as far as to lie and say that we packed one of the items. We wouldnt have paid them if we were going to pack.

  

  Business response

  04/05/2023

  The claim form submitted to us does not list an elliptical machine.  We still find that customers elected to release their household goods at a value not to exceed 60 cents per pound per article; hence our maximum liability has been determined based on that election. 

  We realize this is considerably less than the amount claimed. In accordance with the level of valuation that was selected for their shipment and the regulations that govern our industry, we are not liable to pay any sum in excess of our legal liability, in this instance it has been established at 60 cents per pound per article. Although, we made some exceptions by paying out half of the sum of the amounts claimed.
  
  On behalf of Wirks I want to extend another apology for everything that occurred the day of their move. Our companys mission is to always ensure every customer has a great experience and is treated with respect. We value our customers and exceptional service is a top priority for us. We fully understand items were damaged during the move and for that we truly apologize.
  

  Customer response

  04/05/2023

  When I initially made the complaint I informed *********************** from Wirks Moving and Storage that the move in movers had filled out a claim form and taken pictures. The damaged property at that time included the elliptical machine  that looked like it only had a piece of plastic broken off, but it was later discovered that the machine is now inoperable.  And a bedroom dresser that had the corner broken off of it. The movers assured me that the form and pictures would be submitted when they got back to the office. For this reason, I did not include it on my claim form. 

  At this point I'm annoyed with the whole situation and the fact that this much back and forth is required simply for hiring a company that we thought was reputable. I am amazed at the accusations of us lying, and the implication that ANY of this is our fault. We hired a company to provide a service and were highly disatisfied all the way around. The company has offered a settlement, which is nice, but in no way do we feel that they are doing any more than what is right. The gist of the situation is that we were misled about the cost of the services and our property was damaged. The company has taken some responsibility, but acts as though it is a favor to us. 

  

  Business response

  04/13/2023

  To whom it may concern, 
   
  We have responded, settled and concluded this complaint. The customer & I no longer feel the need to go back and forth with responses to one another. Can this please be closed. As it's stating Action is required, but there is nothing else that needs to be done on either end. I look forward to hearing from you. 
   
  --
  Tai' Osifo
  Claims Manager

• Initial Complaint

  11/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired this moving company to relocate my high end furniture to another house that I purchased. I read the contract and purchased a higher valuation amount so that my items would be covered in the event that something was damaged. While the office team was very courteous and professional, the moving team was not. When the team arrived, I noticed that all of the movers were not supervised. The crew leader was an older gentleman who just sat on the truck, while the younger movers damaged and mishandled my furniture. In the end, I have a completely destroyed dresser and several other items that were damaged beyond repair. I submitted my claim within reasonable time and was ultimately denied. This business does not want to do right by people. They took the proceeds of my higher end insurance payment and still mishandled my furniture. This business does not care about being responsible for mishandling the personal belongings of others.

  

  Business response

  11/17/2022

  Mr. ***************************** had two separate moves with Wirks Moving & Storage. For his first move (Feb 23rd), we moved ******************** into a personal storage unit in ******, **. Due to the move being charged on an hourly basis, ******************** instructed our crew members to NOT wrap his furniture because of the time involved. Our employee clearly advised the customer that **********************/storing his items without wrapping/padding significantly increased the possibility of damage to his items.  Accordingly, ******************** agreed to (and did) sign a Release of Liability agreement that (in part) confirmed his understanding of the noted risks and clarified that as he moved into a personal storage unit, he would have only 96 hours to file a claim for damages once his items left our custody and control. 
  For Mr. ********************************* second move (August 9th), we moved his items out of the personal storage unit along with items from a 4th floor apartment/condo. This was also an hourly move and ******************** instructed our crew members to NOT wrap his items because of the time involved. Our employee clearly advised the customer that **********************/storing his items without wrapping/padding significantly increased the possibility of damage to his items.  Accordingly, ******************** agreed to (and did) sign a Release of Liability agreement that (in part) confirmed his understanding of the noted risks and clarified that for those items being moved out of the personal storage unit, he would have only 96 hours to file a claim for damages once those items left our custody and control. 
  This statement is not intended to be an exhaustive recitation of the facts, circumstances and documentation of the subject matter.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a complaint against Wirks Moving & Storage, who we hired on April 25th, 2022.We have paid over $3,000 for their services, and we also bought accidental insurance for "peace of mind". Even though I labeled every piece of furniture and box, they misplaced them all over 3 floors. When I called them, they told me that they could send the workers to move the items to the right place, but we would be charged $48/hour. That is outrageous. As we started to unpack I noticed such a substantial amount of damage, that I decided to check the security cameras to find out how they managed to do it. I was shocked to see one employee wearing socks and sleepers, which is an OSHA violation. That was a tremendous liability to the homeowners. One of the employees also managed to clog our toilet. We were never asked if they could use the bathroom, nor notified of the problem. It could have caused damage to the powder room and to a recently renovated basement. Even though their brochure states that all the furniture would be carefully wrapped, our security videos show the contrary. Furniture, fridge and gym equipment were moved unwrapped, my piano was moved by one person, and my dining server was dragged on concrete and truck ramp. The damage was not caused by accident. It was neglect and 100% preventable. Wirks Moving & Storage sent me a claim form, which I filled out and submitted right away. After contacting them several times to find out the status of the claim, I was told to fill out the claim form again to send to the claim company. I did it promptly, however I could not get hold of them to find out the status of my claim. On August 5th, 2022, three months after I first contact Wirks Moving & Storage, I sent them an email notifying them of my intention of hiring an attorney if I didn't get a reply. They never replied.I will also file a complaint with the State Attorney as well as with ****.

  

  Business response

  01/04/2023

  Initially, the claim process was delayed because ****************** is not our customer. Our customer was *************************** and she was adamant that we did not contact him about the claim. Once we received confirmation from ************** that ****************** would be handling his claim, the claim process began again. 

   

  This was then sent to our third party claims handler, Moving ****** Services. I received an email from them stating that they never received a completed claim form from *******************

   

  Wirks Moving & Storage would be happy to handle this claim in house and can contact ****************** asap. Please let me know if you need anything else from me. 

   

  Thanks, 

  ***********************

  Customer response

  01/05/2023

   
  Complaint: 18318758
  
  I am rejecting this response because:

  The enclosed emails below show that ******************* reply is absolutely inaccurate. 
  
  
  The first time I contacted Miss ******* (on 4/28/22) I explained that my husband is not good with computers, so I would be taking care of it. She never stated that I was not considered to be a customer, nor asked me to provide a signed authorization letter from my husband. As a matter of fact she asked "me" to email her some pictures.  When Wirks first arrived to move our furniture my husband was not home.  If I am not considered a customer, they should not have gotten inside my house without their customer being there,  asked me to walk them through, nor had asked me to answer the moving questionnaire. They also should not have given me the folder with the contract.  It seems that I am considered to be a customer when it's convenient to them.
  
  
  The emails below clearly show that I sent the complete package, their email confirming they had received it, and my follow up emails trying to find out the status of it.  Even though I sent innumerous emails to Wirks and to the ************* they have not replied.  The last email I received from ******************* was on Wed, Aug 3, 2022 .
  
  
  
  As I never received the acknowledgement email that they claimed to have sent me, or the voicemail they claimed to have left me, I email them several times requesting a copy of the email showing date and time, but I never got a reply.
  
  
  
  
  
  
  
  
  
  On Wednesday, July 20, 2022 at 12:15:20 PM EDT, Marly <********************> ************* clear="none">
  
  
  Miss St. Fleur-*****,
  
  
  My husband *************************** is not available to take care of this matter, so please contact me if you have any questions.
  
  
  As per instructions below, please find attached:
  
  
  -Pictures of the damaged items labeled with detailed description.
  
  
  -Bill of Lading and all move related paperwork
  
  
  -***** form including detailed information about each item damaged and type of damage
  
  
  -The manufacturer label and the proof of purchase for the items I was able to obtain.
  
  
  If you need additional information, please contact me.
  
  
  Thank you,
  
  
  *************************
  
  
  *****************************************
  
  
  
  *****************,
  
  
  I've sent several emails to Moving ***** Services requesting them to confirm that they have received the claim package, but as of 7/25/2022 I have not heard from them.
  
  
  I would appreciate if you could get them to reply before I seek legal help.
  
  
  Thank you,
  
  
  *************************
  
  *****************************************************
  On Monday, July 25, 2022 at 01:42:51 PM EDT, *********************** <*****************************************************************************************************************; ***************************** Marly, 
  
  
  I will reach out to them now
  
  **********************************************
  On Tuesday, August 2, 2022 at 01:07:35 PM EDT, Marly <********************> *************>
  
  
  *******************,
  
  
  I've sent the insurance claim package back to Moving ***** Services on July 19th, 2022 and have contacted you twice since then, however I have not heard from any of you in regards to my claim.  
  
  
  I just want to inform you that if I don't hear from Moving ***** Services by the end of the day I will take legal action against Wirks.
  
  
  Sincerelly,
  
  
  *************************
  
  
  **************************************************
  
  
  
  
  On Tuesday, August 2, 2022 at 01:41:01 PM EDT, *********************** <*****************************************************************************************************************; ************* clear="none">
  
  
  Marly, 
  
  
  I received the following email from ***** at Moving *****s Services on 7/28:
  
  
  
  ***************************** Jul 28, 2022, 3:52 PM (5 days ago)
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  Hi ****;
  
  We left ****************** a voice message and emailed a claim acknowledgement.
  
  Sincerely,
  
  **********************************, CCA, CMC
  Moving ***** Services
  ************ cell
  www.movingclaimservices.com
  
  
  
  Moving ***** Services
  Check out **********************************************! Moving ***** Services (MCS) is a national, professional claims contro...
  
  
  *******************************************************************
  
  I did not receive any voicemail or email as Miss . ********* stated above, so I sent the following email to Wirks.  
  
  
  
  
  ****,
  
  
  On 7/28/22 I emailed you to let you know I had not heard from Moving *****s Services.  If you received an email from Moving *****s Services on 7/28/22, why didn't you forward it to me?  
  
  
  
  
  I have no voicemail from them, nor received any email.  They are probably contacting the wrong customer.
  
  
  Please, have them forward the original email showing the date and time it was sent.
  
  
  I also would like to clearly know what should I expect from now on.  It's been over a month, and I have not received any updates on the status of my claim.  
  
  
  It's been over 3 months of stress dealing with your company. This is not acceptable.  
  
  
  Thank you,
  
  
  *************************
  
  Sincerely,
  
  *************************

  

  Business response

  01/19/2023

  To whom it may concern; 

   

  We are in contact with the customer and will be handling this claim in house.

   

   

  Customer response

  01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time.  I will request the case to be re-opened if Wirks does not take care of this matter, as they have done in the past.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We used the company to move on 5/1/21. We purchased full insurance. There were items damaged and the company is unwilling to cover the majority of the damages. The movers observed some of the damage the day of (and was documented; e.g., ********** king sized mattress). Other issues we reported on 5/1/21. We then formally filed the claim within the 90 day window (7/2721). They have offered to cover some of the damages (i.e., set of stemware that broke during the move) in a claim offer sent to us on 10/8/21. We sent a rebuttal letter on or about 10/13/21 and have not received a reply. I have a full folder of pictures and documents that is zipped and can be sent to you (I wasn't able to fit everything here). Key Items:1. ********** ******************** The mattress was in perfect order the morning of the move and then the movers observed at the new house that there was damage to it in the form of large lumps in the top of the mattress. It was documented on 5/1. Two of their key arguments for denying the claim were that we did not claim the mattress was of extraordinary value (their definition was any item worth more than $100 per pound, the mattress did not fit the definition). They also argue that we submitted the formal towards the end of the 90 day window and therefore, they were not responsible.2. Floors and stairs were lightly sanded and recoated with 2 coats of polyurethane prior to move-in. There was damage to the stairs from the move. The professional who refinished the stairs conducted a detailed inspection and quote.3. We declared items of extraordinary value, including a pair of designer shoes that were damaged. They were supposed to be packed carefully and labeled so that the movers could open those boxes. Both were not done, resulting in damage that we later found. One vendor indicated that the shoes were not fixable. I am happy to work with the company to find a vendor who can fix them. Have asked for their assistance to locate one.

  

  Business response

  11/11/2021

  See Attachment/File: Business Response Case 27856120 1.doc

  

  Business response

  11/11/2021

  See Attachment/File: Business Response Case ******** 2.doc.docx

  

  Business response

  11/11/2021

  See Attachment/File: Business Response Case ******** 3.doc.docx.pdf

  Customer response

  11/18/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  At the moment, I think it is fruitful to focus on a single item, that of the mattress in question.
  
  1.The movers onsite were the first to discover the damage to the mattress and reported it to the team leader. I listed the damage to the mattress in the space on the receipt where the team leader told me to do so while still on-site. I had also followed-up with the office via email with their customer service representative responding to my email on Monday, 5/3, the first business day after the move. A copy of this email, which included a list of other damages not discovered until Sunday, 5/2 (e.g., designer shoes and stairs) was previously shared with the insurance company.
  
  2.Per the contract (exhibit B), the following needed to be declared as excess value.
  Please declare the following;
  * Any box with a total value in excess of $1,000.00
  * Any single item worth more than $100 per pound
  * Any matching set of items with a value in excess of $1,000.00
  * Any item of concern, fragile nature and/or sentimental value
  --Note that the phrase "any single item with a value of $1000" was not used here. The first statement here, "any box" does not seem to be an accurate representation of the situation. A reasonable person would interpret this to refer to the boxes that the movers pack. As a client, I would be unaware of how movers move mattresses (i.e., bag or box) until the day of the move after the contract is already signed. Therefore, I would have no opportunity to list the mattress here.
  
  2. Mattress Age
  The point about the expected lifespan of the mattress seems to come from a blog (https://myslumberyard.com/blog/how-long-tempurpedic-mattress-last/) and not Tempur-Pedic's website. The Tempur-Pedic website lists a 25-year limited warranty (https://www.tempurpedic.com/mattress-25-year-limited-warranty/). This certain leads a reasonable person to conclude that the mattress has a longer lifespan than the 10-year maximum outlined by the insurer.
  
  

  

  Business response

  02/05/2022

  November 22, 2021
  
  Better Business Bureau of *******
  Attn:  *****************************
  235 ************ Suite 900
  *******,** 30303
  
  RE:  *****************************, Case #********, 2nd Response
  
  Dear ********************;
  
  With respect to Ms.******** secondary comments to the Carriers reply to the BBB please find herein the Carriers additional response.
  
  As the Carrier has detailed in several emails to ****************** and within our initial response to the BBB the Carrier cannot be responsible nor held liable for the integrity of a fourteen (14 ) year old mattress in providing normal and customary care.  The mattress did not result in lumpiness and/or compression due to the mis-handling of the mattress.  The mattress resulted in lumpiness and/or compression due to inherent vice (pillow top foam mattresses are widely known for significant lumpiness, sagging and/or compression within the first three years as acknowledged by the manufacturer and multiple consumer websites) and the mattresss age.  It is fourteen (14) years old.
  
  Within Ms. ******** secondary response to the BBB reference was made to Per the contract. 
  
  The contract, the agreement with the Carrier is clear;
  
  According to Wirks Order for Service the following notice with respect to mattresses is provided;
  
  Due to the manufacturers statements, memory foam mattresses have a high probability of foam shifting internally during the moving process.  If this occurs the mattress may not be repairable.  Due to this fact, Wirks Moving & Storage is not responsible for internal damages to memory foam mattresses caused from the normal course of moving.
  
  ****************** unquestionably acknowledged and agreed to the terms of the Order for Service as evident of her signature, a fact ****************** has clearly avoided in the repositioning of her secondary arguments to the BBB.
  
  Unfortunately the disagreement of an agreement after the fact neither reverses, neither alters nor invalidates the Shippers acknowledgement and agreement that the Carrier would not be responsible for the mattress.
  
  The documentation of a damaged item neither confirms its validity, neither establishes transit related damages, neither reflects Carriers liability nor translates into a cash settlement. 
  
  The damages claimed do not reflect, support and/or establish transit related damages.  The denial of the claim was due to the age of the mattressfourteen (14) years old, the inherent vice concerning the high probability of foam shifting internally during the moving process and the Order for Service clearly signed by ****************** acknowledging the Carrier would not be responsible for the mattress.
  
  Regrettably,additional consideration beyond the $500.00 provided will not be extended.
  
  Sincerely,
  
  **********************************, CCA, CMC
  Move ********************** LLC
  Moving Claim Services
  ************ cell
  www.movingclaimservices.com
  P.O. Box 3  ******, ** 02148
  
  Office Hours
  Monday-Friday 7:00 a.m.-7:00 p.m. EST
  Saturdays, 7:00 a.m.-3:00 p.m. EST
  

*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. ↩