Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  You Move Me damaged a tool cabinet, broke the corner of a custom made sewing cabinet, failed to re-assemble a pedestal table with a 100 lb top because they lost the bolts, googled the top of a table top that was packed on top of the pedestal table base, failed to correctly assemble a twin bed frame, and took 6 of my personal moving pads that were in excellent condition and marked by me as Furniture Pads. Cost to repair items or replace: $1,414.00

  

  Business response

  10/16/2024

  Thank you for bringing this matter to our attention. We take all claims seriously and appreciate the opportunity to clarify the situation.
  
  We want to highlight that *** ********* move occurred less than 30 days ago. As this is an interstate move, it is governed by federal law, which allows us 60 days to respond to claims exceeding $1,000. Therefore, *** ******* has not allowed sufficient time for us to address the issues he has raised.
  
  Additionally, *** ******* initially provided an incorrect email address on his claim form submitted on September 22, 2024, which contributed to any communication delays. Now that this has been corrected, we are currently working through the claims process in compliance with federal law and the insurance coverage selected for his move.
  
  We remain open to addressing any further questions or concerns *** ******* may have as we work to resolve this matter.

  Annissa Dea

  Customer Experience Manager -You Move Me

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Thursday May 9, 2024 “You Move Me” picked up my furniture and belongings from my apartment at **** ** **** *** *** **** Kansas City, MO to move them to my new home at *** **** ** *** ***. My belongings arrived on Sunday May 12, 2024. the firm. We agreed on a total cost for the move of $7851.00. When the movers were moving the dresser into my new apartment, they noted that two mirrors from my dresser had been damaged when they were removed in Kansas City. The movers told me to contact ******** the owner of “You Move Me”.to discuss the damaged mirrors. On May 13, I contacted ****** and told him about the damage, He told to contact a local furniture company to get an estimate from a local company and he would pay for the repair of the mirrors. I contacted “The Country Stripper” (chosen based on positive reviews from “The BBB”}. I sent them pictures of the damaged mirrors and they gave me an estimate of between $360.00 and 520.00 which included picking up the mirrors, repairing them and returning them. I notified ****** and sent him pictures of the damaged mirrors. He said to send him a copy of the final invoice and he would pay for the repairs. At this point I had not paid You Move Me for the move, I contacted ****** and he told me to pay the entire $7851.00 and would reimburse me the $520.00 when he received the invoice. On May 16, although I was apprehensive, I paid the full $7851.00. Because there was a $5000.00 limit on my debit card, I broke it up into two payments of $4000.00 and $3851.00 with the expectation that ****** would send me the $520.00 for repair of the damaged mirrors. On 5/22, Jerry, The Country Stripper owner delivered the repaired mirrors. The cost was $520.00 which I paid. I sent ****** a copy of the paid invoice. I have not heard from him since I sent him $7851.00. He doesn’t answer his phone when I call, nor does he return my call. This is why I am submitting this documentation to the BBB. I would like $520.00 reimbursed for repair

  

  Business response

  06/07/2024

  Good afternoon,

  We appreciate the opportunity to address all our customer's concerns. We regret that there was a delay in the refund process. We have refunded the agreed upon amount and have attached the receipt for reference. 

  Thank you,

  ******* *** - Customer Experience Manager

  Customer response

  06/07/2024

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Damage several pieces of my bedroom set and demaged the door frame at house that I was moving out of ***** * * ***** **** ****** On March 3rd 2024 I contracted YouMove Me to move 2 rooms of furniture they sent over a young man and girl to move heavy furniture when I saw her I knew she wouldn't be able to pick up the furniture but she kept insisting she could it should of only taken acouple of hours ended taking around 6 hours they had to send for another employee because she ended up hurting herself they took pictures of the items damaged and I filled out a complaint had to call several times before someone got back to me and said I didn't send picture's that I got from their employees have not heard anything back it's been over a month and I need to fix the door they damaged the owner have contacted me wondering when I will fix the frame.

  

  Business response

  04/24/2024

  Hello,

  I appreciate the opportunity to address any feedback by our customers. Although we always strive to provide exceptional service, we do understand that occasionally things don't go as planned. Our policies are designed to handle claims transparently, ensuring that our customers receive settlements based on clear criteria. Enclosed is the settlement letter, customer contract and Release of Liability. Please note that there are two distinct sections listed in the resolution, each addressing different aspects of the claim. We differentiate between damages to the items we moved and damages to your home, as our liability varies in these scenarios. A settlement for the overall claim was reached on April 18, 2024, and a release was signed. For this reason, we deem this matter as resolved.

  We remain open to continuing the dialogue on all our claims and to addressing any questions you may have. Kind Regards,

  -Annissa Dea,  Customer Experience Manager

   

  Customer response

  04/30/2024

   
  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.
  
  Sincerely,
  ***** *******

• Initial Complaint

  01/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We employed You Move Me to move us from Overland Park to Lenexa and were given an estimate of $10,000 after they came and reviewed our holdings. Our final bill for the move was $19,315, almost double the estimate. Not only were we charged almost double what they estimated, they showed so little care with our belongings that it was almost comical, not bothering to use packing paper around precious items. We were required to make payment to the movers after each night of the move and only after completion did we realize how much over estimate our move turned out to be. This business practice of low balling the bid to get the contract is egregious and an unethical business practice. While one might expect some leeway, perhaps 25% in either direction of an estimate, one does not expect it to be almost double the price quoted. In addition to the under estimation, we found that two of the credit cards used to pay for the move received fraudulent charges only days after they were used to pay You Move Me, a rather suspicious occurrence. When we complained to You Move Me about all our broken items and the amount over estimated costs, we were offered $500 in compensation which we did not accept as one of the items broken was worth over $1000 and the sum didn't address our being charged double the estimate.

  

  Business response

  01/30/2023

  Hello,
  We are sorry to hear that you had such a frustrating experience with us, this is certainly not the 5 star service that we expect for our customers. We do take all feedback from our customers very seriously. All feedback is highly appreciated, as it enables us here at You Move Me to further develop and fine tune our services and crew members. Below is an outline of your claim results that were sent to you on 10/6/2022.
  In accordance with the moving contract, you have exceeded the deadline to claim damages. You made us aware of the damages 11 days after the contractual deadline and submitted your documentation 25 days after the contractual deadline. Which resulted in a denial in compensation for damages. Please see the attached move contract for more details, DAMAGE TO YOUR POSSESSIONS, pg 2. In addition, there was also a Release of Liability (attached) on the TV, which releases us of any compensation in relation to the damages.
  We pride ourselves in upfront pricing, but because of the number of factors that we may incur during your move we cannot give you a final price until your move is complete. We have conducted our investigation about your estimate complaint. I listened to your full call with your Move Agent. The agent gave you all the information we require when booking a move with us. They also informed you how we bill as an hourly full service mover for only the time that you use us in 15 minute increments. Your estimate is based on the Products and Hourly Services that you told us about. The hourly rate you will be charged is based on how many movers are actually used to complete your move. This is stated both on your estimate (attached) and in the move contract. For these reasons, we do not typically offer compensation for any overages. However, we are willing to work with you to come to a fair agreement and offer you a refund of $500.00 in full and final compensation and upon such payment you hereby release us from any further obligations in relation to any services executed in August 2022.
  With your acceptance, I will refund $500.00 back onto the card that you paid with. Once I process the refund I will send a receipt, but it may take 3-5 business days to return to your card. When this refund is completed, there will be no further compensation for your move.
  Please let me know if you have any other questions. Thank you again and have a great rest of your day,
  ******* ***
   Customer Experience Manager

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I made the mistake of moving with You Move Me Kansas City for the second time. I should have know better because they took hours longer than expected the first time, but they ended up fixing things. This time was possibly the worst moving experience ever. The actual movers (all young men) were fine. However, even after a video walkthrough showing all items to be moved, they came unprepared with out the proper supplies. The truck did not have a working ramp and they were severely delayed and slowed down in the job. They had to call in another crew to assist. and that took additional time. The truck battery died and they sat in my driveway for over an hour until one of my neighbors jump started it. What should have been a 4 or 5 hour max move that was quoted (with video and pictures) at $1500, ended up taking 11 hours and costing me $2200, $700 over the quote. This was all absolutely NO FAULT of mine. And they damaged my furniture on top of everything. I have repeatedly called and just keep getting the run around. I should not have paid the bill at the time, but felt very pressured to do so. I do not dispute that they provided the service, albeit very poorly. I Just do not think after the move from HELL I should have been charged ANY amount over the quote. And to make it worse, I pretty much have nothing in writing.

  

  Business response

  12/20/2022

  Good afternoon,

  I apologize that your concerns have not been resolved. As I stated in a voicemail on 12/16/22, we needed the opportunity to thoroughly investigate the situation to provide you with the most fair resolution. Since our offices are not open over the weekend, that investigation time rolled into the beginning of the current week. I apologize for this inconvenience. I will be reaching out to you to go over the findings about the amount you paid for your move by the end of the day 12/20/22. For this BBB claim, I have attached your estimate, invoice, receipt and customer contract. Our billing is outlined in the terms of the customer contract. Your estimate was for $1,513.74 and your invoice was for $2,376.20. You will see on the invoice, that you were not charged for the time that we had issues with our truck or the other other factors you mentioned. Out of the 11 hours that you stated we were there, we billed for 9 hrs as well as increased the discount that you had on your estimate by an additional $100. As stated in both your estimate and customer contract, You Move Me bills for the time that we are executing services. Our process for damages that happen on our moves is also outlined in the customer contract. You will receive a claims form to your provided email to begin that process. Finally, I apologize that you felt as if you received undue pressure to pay your bill. It is part of the terms of the move contract that we require payment at the end of your move and before we can start a damage claim. 
  

  We are always willing to come to a satisfactory resolution and will continue to work with you to do so. We will be reaching out to you today, 12/20/22, to answer any additional questions you may have. Thank you,
  –******* ***, Customer Experience Manager
  

  
  

  Customer response

  12/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They originally moved me on the 15th of September. They gave me a quote of $800. They charged me $1,489.00 in total. They first misquoted me and did not give me the proper price or have it in writing. They then didn't take off the 30 minutes like ****** said he would for them sitting in the parking lot when they should've been working. They then charged me 3% off of $1,489.00 instead of off $689.00 (still too much) when I gave them $700 in cash. Their movers then put a tip included without my knowledge on the card and ran it.

  

  Business response

  10/11/2022

  Hello,

  We settled this complaint with Ms. ************** on 10/11/22 with her agreement to the compensation offer. The refund was returned to her **** card and a receipt was sent. 

  Attached:

  Compensation Agreement

  Refund Receipt

   

  Please let us know if there are any further questions.

  ******* ***

  Customer Experience Manager

  Customer response

  10/26/2022

  They really owe me more money and it took way too long and too much to get back what they stole from me. 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired "You Move Me" to move my belongings from my previous address to my new address in August 2022. I could tell from the start when the 3 employees arrived it was not going to go well. I hired 3 employees so that the job would get done quickly. I was being charged by the hour. All 3 employees purposely drug it out so they could get paid for a full day of work and not have to go to another job. They arrived at 8:30 am. Did not finish until 7pm that day. We only had 2 bedrooms. 2 bathrooms. Kitchen boxes and minimal living room furniture. We had previously boxes everything and took the furniture apart before they arrived. We were told the move would take no more than 6 hours. Instead it took them 10 1/2 hours! All they had to do was carry the boxes/furniture to the truck. Then carry everything to the new place which had an elevator so no stairs. We caught them standing around talking in my house. Caught them sitting and talking in the truck. I have video recordings of them screwing around not working and walking very slow as if in no hurry at all. Just milking the clock. They damaged almost all my furniture. Scratches/dents/deep cuts. Thousands of dollars worth of damage! I complained and the company refused to give me all my money back. They only refunded $430. That does not begin to cover my losses. I accepted it because I knew if I said no that I might not get any refund. I sent them videos/pictures of their crew wasting time milking the clock. One of them even said on camera his wrist was sprained and the other employee told him he should not have come to work that day! He looked like he was high on drugs! The company claims on a commercial that it's employees are uniformed. One of them took his shirt off half way through. They did not cover/protect my belongings either. Simply carried them to the truck! I want a full refund. I want every penny I paid them refunded to me. The experience was a disaster. All my furniture is destroyed and looks like trash now.

  Customer response

  09/20/2022

  I wanted to add some things to my case against "You Move Me".
  
  I owned a $4,500 Stainless Steel 6 month old LG Refridgerator.
  They all 3 acted like they had no clue as to how to move my Refridgerator from the house to the truck.
  They acted like this was their first day working for the company. 
  
  We had to instruct them every step of the way.
  Telling them how to do it.
  
  We got to the new address and they told us the Refridgerator would not fit in my storage unit.
  
  I told them I already measured it and it should fit just fine.
  
  They argued with me for an hour.
  They absolutely refused to remove the Refridgerator from the truck and put it in my storage unit.
  
  It was 7pm. It had already been 10 1/2 hours since they started.
  We were exhausted and angry as to how the entire move had gone so slowly.
  
  We had no place to put my new Refridgerator.
  
  The movers were still on the clock charging us by the hour.
  
  They kept telling us it would not fit but they NEVER even took it off the truck to try to get it into my storage unit.
  
  They lied to us because we are all female.
  They bullied us into believing the Refridgerator would not fit.
  
  So we had no choice but to let them take our new refridgerator.
  
  I believe they did this on purpose.
  Lying to us to force us into having no other choice but to leave the Refridgerator behind.
  
  They literally stole our new refridgerator from us.
  
  I believe this never would have happened if we had a man with us.
  I believe this crew took advantage of 3 females in order to steal our Refridgerator.
  
  I gave this information to the company and the woman did not respond to my complaint..
  
  I would like a full refund from the move..
  I asked her for a full refund but she declined. 
  
  Please add this to my case and send it over to them.
  Thank you.
  

  
  

  

  Business response

  09/20/2022

  Good afternoon, My name is ***** *********, General Manager with You Move Me. We are always willing to work with our customers to come to a fair agreement while taking all details into consideration. We met our contractual obligation of $270 and agreed to increase the total compensation to $470 for Ms ******* to resolve the matter. She agreed to the offer and released us of further obligations upon payment of the $470. 
  In reference to the refrigerator matter, on arrival at the storage unit, our crew measured the fridge and communicated to the customer that it would not fit safely into the storage unit. The customer requested that we try regardless. The crew communicated that they couldn't guarantee that the refrigerator or storage unit would not be damaged during the attempt, so they would need a Release of Liability signed in order to make the attempt. The customer refused to do this. For this reason we were unable to unload the refrigerator. She then spoke with the Operations Manager, who also communicated these details to the customer. She then said she had nowhere else to store the fridge and told us to take it with us. 
  enclosed:
  ******* Moving Contract
  ******* Offer and Release of Liability upon payment
  ******* Refund
  
  

  Customer response

  09/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: they sent an employee who had a injured wrist. I was supposed to get 3 strong, competent employees to move me in a timely manner.

  I was quoted 6 hours.

  Not 10 1/2 hours.

  The injured employee was useless.

  Walking extremely slow. Looked high on something.

  none of the employees were in any kind of a hurry.

  They damaged almost all my furniture.

  That was not part of the agreement.

  All im asking for is the rest of the money I paid for the move.

  These employees wasted our entire day! The commercial you show is a complete lie.

  Those are not the type of movers you sent to my house.

  They were not fully uniformed. Not careful with my belongings. Did not wrap some of my furniture before loading it. Took a break as soon as they arrived. Took countless breaks during the day.

  We had to hunt them down and push them back to work. 

  You should be ashamed of yourself for the job they did and the damage they caused.

  Now we have to replace our furniture.

  I want a full refund.

  
  
  Regards,
  
  ***** *******

  

  Business response

  09/22/2022

  Good afternoon,

  We do take all feedback from our customers very seriously. All feedback is highly appreciated, as it enables us here at You Move Me to further develop and fine tune our services and crew members. As previously stated, we have fulfilled our legal and contractural obligation for damages, as well as adding additional compensation that we were not obligated to refund. When you accepted the compensation offer and received the refund, you agreed to release You Move Me of any further liability for compensation relating to services on your move. For these reasons, we are not offering additional compensation. Please see attached documents in the previous response for details on that agreement. 

   

  Please let us know if you have any further questions. Thank you

  
  

  Customer response

  09/22/2022

  I am sending 6 videos.
  Please forward these videos to the Manager at "You Move Me.
  Thank you.

  Customer response

  09/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: the 3 crew members stood around wasting time and moving very slowly.

  They milked the clock dragging it out gor 10 1/2 hours.

  I do not owe that amount because it should have only taken 6 hours from start to finish.

  They purposely made it take all day just to get more money.

  The fact that they damaged most of my belongings and stole my new Refridgerator should warrant a full refund.
  
  Regards,
  
  ***** *******

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired them to move us on 8/27/2022 The appointment time was at 3 Pm i was out doing errands and received a call from the driver at 12:30 saying he was at my door Claimed dispatched told them it was ok to come early, I rushed home, They started to take stuff to the truck then when it came time to take the TV i thought for sure they would Wrap it in blankets at least but NOPE they just carried it down to the truck Mind you i Paid extra to protect the tv, got everything loaded went to the new place, they unloaded it put everything where we wanted it paid them and they left, a few days latter, once the power was turned on we plugged the tv in and discovered it was DESTROYED it appears they either dropped it on its screen or something fell on it, either way tv is ruined. Have not had Any luck getting someone to fix this issue. have sent multiple emails with pictures of the damage no response cost to replace my tv with the same one is $706.97 I paid extra for the insurance yet they wont honor it

  Customer response

  09/12/2022

  in regards to  Complaint ID #******** the issue has been resolved 

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired You Move Me to move us on 6/13/2022. We decided to go with You Move Me over other moving companies as we were assured that our items will be in great hands, safe, and will not have to worry about anything. As a result, I have a severely damaged refrigerator that needs to be replaced. We purchased the refrigerator in August of 2021 and the refrigerator was in excellent condition prior to the move. The movers caused damage to every door, every drawer, and the front control panel. The cost of the refrigerator was $2,612.94. The exact same refrigerator at *** to replace ours that was extensively damaged is $3,325.50. This is the price for the refrigerator on sale with 18% discount. The customer experience manager offered $218.40 for the full replacement of the refrigerator. I had to attempt to negotiate full cost of replacement of $3,325.50 and the best offer they provided was $1,700 for something their company employees completely destroyed. The general manager, *****, was also involved in the communication. I spent over $3,900 for You Move Me to move my personal items and after they destroyed my refrigerator at no fault of mine, they expect me to spend another $1,700 to replace the item they destroyed. I am needing assistance in recovering full cost replacement as listed above and complaint of the company.

  

  Business response

  07/08/2022

  Good Morning,

   

  My name is ***** *********, I am the General Manager with You Move Me. We moved Mr. ****** on 6/13/22. Mr. ****** was estimated $4458.10, at the end of the move the bill was just over $4500, Mr. ****** did not feel like that was fair due to the damages and other miscommunications from the move. We provided him a $500 discount the day of the move. Mr. ****** was offered additional insurance which he declined. The insurance he chose is federally mandated at $.60 per pound. Unfortunately you cannot change insurances after the move and Mr. ****** felt it was what You Move Me should provide. Our Customer Experience Manager ******* *** spoke with Mr. ****** and offered the $.60 per pound agreement. I can attach the emails if needed. This is what was emailed to Mr. ******:

   

  In accordance with the moving contract, “If we feel that the damage cannot be repaired, we will pay to you $0.60/lb (Basic Valuation Coverage) per damaged item in full and final compensation and upon such payment you hereby release us from any further obligations in relation to the damage. All claims involving accidental damage(s) must be made in writing to You Move Me within 10 days of us completing your move. Please know that we have no obligation to honor any damages claim made later than 10 days after completion of the move.”  Below is a detailed outline for the contractual compensation amounts for damages. I attached the contract for reference.
  LG Refrigerator (**********/01):
  
  Repair costs exceed the coverage amount.
  Manufactured: 4/2021
  Manufacturer weight : 364 lbs
  Basic Valuation Coverage amount: $218.40 (364 X $0.60)
  LG Refrigerator (**********/02):
  
  Item has been approved for repair. ****** ***** will be reaching out to schedule the installation.
  Broken Hutch
  Requested monetary amount by customer
  Average weight: 250-300lbs
  Basic Valuation Coverage amount: $180 (300 X $0.60)
  The total contractual compensation amount is $398.40. We are always willing to work with our customers to come to a fair agreement, so I would like to increase the offer bringing your total compensation package to $500.

   

  Mr. ****** did not feel like it was fair. ******* responded and said we would go outside of what was signed and agreed to by Mr. ****** and offered $1700. Mr. ****** declined and said he was seeking legal council and sending this to the BBB. You Move Me believes that offering Mr. ****** $2200 ($500 on move day and $1700 more) is more than fair when the plan that Mr. ****** chose and agreed to was less than $500. You Move Me is offering over 4 times what we are contractually obligated to. We ware willing to speak with Mr. ****** about this further if he would like to speak with us. If you have any questions or concerns please feel free to call or email me at ************ or *****.*********@*************.  Thank You.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired you move me and they came out on 6-2-22 to move me from my rental my mother was over there helping me as well. WE told them first of all to put the foam piece inside the washer which they did not. They were extremely tired the help was they kept saying how tired they were which I understand. My $2300 washer has a dent in it. The dashboard on it is all messed up. They only offered me $180 & said I didn’t take out the extra Insurance . The dryer has multiple dents in it too! I’m really upset it’s only nine months old. Then one of the boxes broke open . They did help put some boxes together. My jewelry box was in one of the boxes my engagement ring is missing a diamond necklace is missing I am extremely upset I am seeking to get some relief for my engagement ring at this point I’m already out money now for the washer. Now the dryer. This is over $7400 worth of damage including missing ring Which I should not be dealing with.. I see looking at other Better Business Bureau complaints they have paid people when they did not take out the extra insurance and I feel like they should pay me to for the washer too because my mother said they were told them to put the phone piece in and they blatantly ignored her! My engagement ring has me horribly upset. That is a $3000 piece that I just got not even three months ago and I have the receipt from it from ********. It’s gone. I’m seeking to get it replaced. I’m also seeking for more money for my washer because this is not right! The lady inboxed me today and asked me if they help pack boxes I said yes and then she said no they didn’t so she’s playing games and I don’t have time to play games. This is not funny all of my jewelry is missing all of it and I’m just asking for my engagement ring to be replaced and more compensation for the washer I don’t care what I signed this is not fair. They had me sign this form after they move me saying that they didn’t cover jewelry after they had already been there over a hour!

  

  Business response

  07/08/2022

  Good Morning,

   

  My name is ***** *********, I am the General Manager with You Move Me. I have been working with our Customer Experience Manager ******* *** on this matter. I have attached the signed contract by Mrs. **** as well as emails one stating that Mrs. **** agreed to the compensation offered by ******* ***. We went above the contractually liable $.60 per pound and offered Mrs. **** more than the $.60 per pound. Mrs. **** agreed. Almost 3 weeks later Mrs. **** is now claiming missing jewelry. Per the You Move Me contract a customer has 10 days to claim any damages or issues from the move. If Mrs. **** is missing jewelry from the move we suggest she file a police report and You Move Me will cooperate with the police 100%. You Move Me is offering Mrs. **** twice the amount that the contract requires ($180 which Mrs. **** agreed to receiving). We are always willing to speak with Mrs. **** further to help in any way we can. If you have any questions please feel free to call or email me at ************ or *****************************. Thank You

  Customer response

  07/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I did contact you within 10 days of telling you about my washer. That is not OK to break peoples washers when my mother sit there and told your workers to put the piece inside of it and they did not. It is broke again right now. And now I have dents in my washer this is not acceptable and it’s not acceptable to have a missing ring as well. Yeah I will file a police report. This still does not correct the situation at hand here and I still want to be refunded for the cost of what it’s cost now that I have a broken washer and a dented dryer as well and a ring that is missing this is again not acceptable and I do not accept us and I am not calling you guys I’ve already called you guys and you do not respond back. I have nothing further to say to you guys we will talk on here. And I will get a police report
  
  Regards,
  
  ******* ****

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