ComplaintsforFry-Wagner Relocation & Logistics

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently moved into a brand new home that was in perfect condition when we closed. Then on the 2nd and 3rd day of owning this new home, we had our furniture and boxed items delivered which had been in storage at Fry Wagner in ********** for 11 months. Within the first hour of the first of two days of moving, one of the movers deliberately dropped a box marked, Fragile while he watched for my expression. Thankfully I was a good packer, and the sole item in this box was not damaged, but this was only the beginning of careless movers which resulted in many walls being gouged/marred, many gouges in hardware floors, several doors and trim damaged, an office chair damaged beyond repair, and almost every piece of wood furniture damaged in some way. They put plastic on carpeted stairs, but by the end of the first day, this plastic was torn and most of this carpet is stained and the design in the carpet is worn completely from the lack of protection used on the stairs. When I pointed this out to the the job supervisor on day 2, I was told they had no more plastic and she used tape on the edges of the stairs in a few places. After 6 weeks, they sent someone out to process our claim. I was told he would submit this info to Fry Wagner in 1 week. It has been 1 month, and I have called repeatedly. I am told there is only one person handling claims for this moving company, and the man who came out is servicing the entire metro ********* area, and he has not given his report to Fry Wagner. It has been 2 1/2 months since we moved in. I am not able to finish putting things away because we are waiting to be told if and when these items will be repaired. We are simply asking for someone to follow through with this and let us know what their intentions are for addressing these issues. When I call and leave a message, I get no return call. When I call the man who came out to the house, I get no return call. We just want our new home restored to its former beauty.

  

  Business response

  09/26/2022

  We sincerely apologize for any added stress caused during the delivery process. Our crews are trained and instructed to handle our customers belongings and residences with care and precision. It is never our intention for damage to occur, and we are sorry that this was their experience. We have contacted the customer regarding the settlement of their household goods claim, and we are currently reviewing the property damage report from our inspector as well.  Once this is completed, the settlement will be emailed to the customer. This will be completed within the next 10 business days.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Fry Wagner to move us from our 3 bedroom home in Glendale, MO to our new home in Wildwood MO on 6/17. We received quotes from a few different companies - Fry wagner was a little higher than the rest but we have used them in the past and knew we would have a quality move and all of our things would be in the best hands. The day of our move was definitely the opposite of what was promised from the company during the weeks leading up to it. The moving crew consisted of 4 men. With 1 man who was professional and seemed to be a trained mover. The other 3 had no idea how to wrap furniture or move furniture. Every single piece of our furniture has been damaged. My daughters bedroom set and our master set have the most damage. The move took almost 12 hours- we had 3 bedrooms. A kitchen table. A small office desk. All boxes were packed and labeled. Most of the boxes were thrown in the new house and smashed. I had a floor lamp that never made it off the truck because it was in pieces. I had walls damaged in the new house and 3 painters working in the house that witnessed the whole thing. The move cost 2400$. We filed a claim on the big damage and only received 400$ back due to the insurance plan we picked. My daughters bedroom set alone will be 1500 to fix. We picked our insurance under the assumption that we were hiring professionals in the moving business and that our things would be wrapped and packed in the truck appropriately. This was obviously not the case. I would like my move refunded.

  

  Business response

  07/14/2022

  We have reviewed the customer’s complaints regarding the alleged damage, and we sincerely apologize for the customer’s frustrations. It is always our goal to deliver a stress and damage-free move. However, we are a moving service delivered by people, and unfortunately, mistakes do occur. It is for these cases, that we provide different levels of coverage in the event that the unexpected does happen. These options which include basic carrier’s liability as well as full coverage were both presented to the customer at the time of booking on the Selection of Valuation form. With information regarding coverage options available, the customer selected and signed for basic carrier’s liability which states, “This is standard coverage that you receive at no additional cost to you. In the state of Missouri, basic coverage is $0.60 cents per lb. per article.” The customer’s claim was received, and based on their selection of coverage, Fry-Wagner paid our obligation in full to the amount of $438. 
  
  Still, we do regret that we did not exceed the customer’s expectations. The customer's move total was $2380. As a goodwill gesture, we credited the customer back for an hour of service which totaled $210. In addition, we refunded them an extra $150 for their frustrations – in total a $360 credit, approximately 15% of their move. Based on the selected coverage and the goodwill already extended to the customer for their dissatisfaction, Fry-Wagner cannot move forward with a full refund for this move. 

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Fry Wagner for a home move and we will never use them again. An antique furniture piece that has sentimental value was broken during the move. After one of the movers took photos of the damage on his company iPad and reported this claim in, I waited for a response from their main office. After more than a week went by and I didn’t hear from them, I contacted them only to be told that since I didn’t file the claim within 10 days, the damage would not be repaired. I mentioned to the office that I was told by the moving crew that they were filing the claim for me and I needn’t do anything. After calls, emails, and letters nothing has been repaired and I have not been compensated. Furthermore I can say that the office staff is incompetent. I was told by office member ** that before the crew would unload the truck, that I would have to pay first before the truck is even opened up to unload. This sounded really strange and I mentioned this to the crew lead and he said that ** was wrong. From office staff incompetence to cheating you on broken furniture, this company is something else.

  

  Business response

  11/05/2021

  Fry-Wagner reviewed the customer’s complaint concerning our business practices. We have provided our response herein.

  As it relates to claims for local moves, Fry-Wagner is required by Missouri law to abide by the policies set forth in the Missouri Hourly and Distance Rate Tariff for the transportation of household goods that states under item number 406, “Claims must be filed in writing or electronically with the carrier within ten (10) days after the delivery of the shipment.” This policy is stated throughout our move process, and the customer signed our Household Goods Bill of Lading. This document states under Section 6, “As a condition precedent to recovery, a claim for any loss or damage, injury or delay, must be filed in writing with carrier within ten (10) days after delivery to consignee as shown on face hereof, or in case of failure to make delivery, then within ten (10) days after a reasonable time for delivery has elapsed.”

  
  Furthermore, the crew is instructed to take photos of the damage when aware. However, these photos are only used as documentation. The customer must file a claim in writing. We spoke to the crew who performed the customer’s local move. The crew lead is a very seasoned team member with 10 years of experience in the industry. Per the crew’s testimony, the customer was not told that the claim would be filed by the crew on his behalf. 
  As stated above, we are required to abide by the rules set forth in the Missouri tariff for the transportation of household goods. This policy requires that notification of any damage or claim must be submitted in writing within 10 days of delivery. For this reason, Fry-Wagner will be holding strong on our claim denial.

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