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Complaint Details
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Initial Complaint
10/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We hired Mohawk in 2021 for a two part move. Part 1 was to temporary housing (Sept. 2021), with a portion of our belongings to be stored in Mohawks storage facility. Part 2 (Mar. 2022) was from temporary housing to permanent housing. After a bad experience during our first move, we insisted on a different crew for move number two. Despite promising to accommodate this request, Mohawk sent the same crew for our March 2022 move. The second move resulted/revealed an incomprehensible number of damaged items. Most were items that had been in Mohawks storage, so its unclear during which move they were damaged. Some damage was the result of clear incompetence that even Mohawk acknowledged by stating it was due to inadequate training. Mohawk sent ****, a furniture repair specialist to itemize the damage and propose a plan to repair, or compensate, as I had purchased Mohawks full replacement insurance. Several months later, after much back and forth and arm twisting to gain Mohawks cooperation, we settled on a plan to move forward. It took **** the furniture repairman six months from the move date to fix the damaged items, but unfortunately he was unable to restore our 2 year old, $11,000 ******** sectional sofa to original condition. This wasnt surprising as he only gave it 50/50 odds of success during the original inspection. **** also decided he no longer wanted to fix the dented and cracked door ****** as originally agreed to.On September 13th, I emailed Mohawk president ******************************* with a status and requested a cash settlement for the sofa and door casing since **** was unwilling or unable to fix those items. Unfortunately, **** Larson and Mohawk are no longer replying to my emails and are refusing to honor the full replacement coverage and fix the remaining damaged items. Im asking for $2,250 for the sofa fabric that is scuffed in three places, and the damaged door casing. After these two items are remedied, this claim will be settled.
Business response
11/23/2022
Hello - We've responded to this customer numerous times and within reasonably expected time frames, given the circumstances and claimed damages. We've also paid out more in property damage and cargo damage, along with repairs as requested by this customer. He is now claiming additional damage or unsatisfactory repairs, even though he cashed the original claim payment that was sent and signed the repair form from our repair firm. This customer is trying to receive an additional $2,000 payout for an item that has already been repaired. Per our valuation coverage and claim process, we've gone above and beyond what is expected, including payment amount and time spent. We do not wish to have negative reviews or complaints, and try to resolve any issue before it gets to that point. We've done everything we can to appease this customer and cannot continue to payout additional monies, when the claim has been settled on by both parties. Thank you.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.