ComplaintsforThompsons Moving, Inc.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 2/15/24 I hired Thompson Moving to move the contents of a 2 bedroom condo to a 2 bedroom apartment. One of the items moved was a unique glass top table where the center of the table has a black curved leaf, & the ends of the table are mint green. The curved inside edge of the green panels align with the curves of the black center leaf. The driver of the crew took the table top apart & he boxed up the sections of glass wrapping them in paper before placing them in the box. At the destination location, when the mover unpacked one of the boxes with the green end panel, he immediately noticed the glass was fractured on the one side corner. The mover proceed to tell me that the glass was already fractured before the move that was not true. I told him to shake the packaging as I was sure there would be glass inside. The mover did as I asked & the pieces of glass fell out. The mover said he would take the glasstop to have it repaired & he left. A week later I called Thompson about the fractured table & a wall they dented (not yet fixed) & I was told the tabletop was being repaired by a specialist. 2 weeks later, the top was delivered & the repair was terrible. The straight edge of the table was now angled, the fractured edge was painted white, not matching the rest of the tabletop. I rejected the repair & the man took the tabletop portion with him. I called numerous times since then. I've left messages, was told someone would get back to me & days later I call again. I've spoke with Jamie, who advised the owner (her husband), was out of town on several occasions. I was also told they were trying to find someone who could properly repair the glass. 16 days ago when I called, Jamie asked me who could fix the table? I had no idea. She offered me $.90/pound or $400 as restitution for the damage. I asked where I could buy a dining room table for $400?When I said I was going to contact the BBB, she asked for 2 more weeks. I have not heard back from anyone.

  Business response

  05/01/2024

  As per contract we do not  cover glass. The glass was transported in a professional manner.No obstructions to the box or packing was done . Sliver of glass was  chipped off upon unloading at the destination. Customer stated that the table was left at the residence when she moved in and she could not provide us with details, receipts or manufacturing information. We were willing to get the glass repaired for her and made attempts, but without knowing the type of glass being art glass Or tempered glass no one will try to cut  it as they don't want to damage the glass any farther . The glass was sanded and touched up and was not perfect but was still usable. Customer refused that so I took it to another glass company.And again they need more information which she cannot provide. Even though we do not cover glass, we offered her $400.00 Compenstation just to make things right and that was not acceptable as well. At this point if she does not accept the $400.00 We are going to just stick with the contract . Again without Any information on the table we cannot move on any further. If she would like the piece of glass returned She can call the office to set up for delivery.

  Customer response

  05/01/2024

  
  Complaint: ********
  

  I accept accountabilyt that I did not thoroughly read the contract saying you don't cover glass, though I am confused as Jamie advised the insurance covers glass at a rate of .90 per pound.  So you do or don't have insurance for glass?  Also, your moving team did not mention anything about no liability on their part.  Had they mentioned it, I would not have allowed them move the table top.

  I will accept the $400 and the return of the table piece though I am not satisfied with your response.  I will make every effort to warn my friends, family and acquaintences to not use your company in th future.

  When will your repairman come to fix the dent in the wall?  This must be done before 5/8.

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

  Business response

  05/07/2024

  We will be in contact with you within a couple days to make arrangements to return the glass to you and a check in the amount of 400.00. We reached out to the dry wall repair man and he said he Left a message on your voicemail and is waiting on a response or a call back to set up a time.To fix the wall. Again if we had information on the glass to get a replacement piece we would have a different outcome But unfortunately our hands are tied. Without knowing any type of information on the glass. We have been in business for 30 years and strive to keep a great reputation. We apologize for any inconvenience.

  Business response

  05/21/2024

  The business has updated BBB that the table concern has been addressed and the check delivered to the consumer. Drywall man was contacted and is working with customer's schedule.

  Customer response

  05/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Though I accepted the settlement of $400, as the business made it very clear, it was $400 or nothing, I am not satisfied with the outcome and interaction with Thompson Moving.   In Thompson's last response they noted: "The table concern has been addressed and the check delivered to the consumer. Drywall man was contacted and is working with customer's schedule."  The Drywall man NEVER contacted me, and the drywall repair was NEVER scheduled.  I had to perform the repair myself to avoid a deduction from my security deposit.   Thompson has made it clear that they are not accountable for damage they cause, and they document untrue statements.
  
  Sincerely,
  
  ********* *********

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