Complaintsfor1 800 Got Junk

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25,2023 they came out and moved two couches, coffee table and a washer and dryer. The couches went found. The coffee table they set up on the end and spun it. That caused a paint transfer, and when they moved the washer and dryer they scratched the floor and gauged the floor. One was four inches and the other scratch was 10 to 14 inches long. I have been in contact with the business they came out four separate times to fix the issue with two separate floor companies to fix the issue but they could not fix the issue. After the last day they were here I asked for them to reach out to me that coming Monday and he never did. So, I sent him a offer and I did not hear from him. I called cooperate and they stated that it was out of their hands because it was his franchise. I have not heard from him since I gave him my settlement offer. I would like my floor repaired which would cost $3,000 to $4,000 or to give me $2000.00

  Business response

  07/21/2023

  In response to Mr ***** *****’s consumer complaint here is the timeline of events and explanation of the process.
  *************** performed a junk removal job at Mr *****’s residence on March 25, 2023.  Upon completion of the job, ***** signed off on our terms and conditions and paid for the job in full. The job was 3/8th of a  truckload, costing $448.00.  (Receipt attached)
  On March 27th, 2023, two days after his job was completed and paid for, Mr ***** called into our call center to make a complaint.  His complaint was essentially as follows, “I had your guys out and they scratched the floor in three spots.” Upon receiving his complaint, our General Manager ***** immediately called Mr ***** to address his complaint.  Mr ***** did not answer his phone so ***** left a voice message. Mr ***** did not return the call.
  On March 28, 2023, ***** called again and was able to make contact with Mr *****. At that time ***** received Mr *****’s account of what happened on the job.  Mr ***** was very calm and relaxed about the situation. He mentioned that his floors were already damaged from his dogs so there did not appear to be any sense of urgency. After speaking with Mr *****, ***** spoke with the Truck Team members who performed the junk removal at the home.  Both employees distinctly remembered that they did not set the washer or dryer down in the area of concern when they were removing the items from his house. They did not believe that they caused any scratches to his floor. Despite that, ***** offered to look at the floor along with a flooring company. ***** reached out to ***** ******** ******* and both parties agreed to meet at Mr *****’s house. Mr ***** requested the meeting to occur after 5:00 pm during the week or on a Saturday. Both options were outside of ***** ********’s normal hours but they went out of their way to help and made an exception to meet on a Saturday. All parties agreed on Saturday, April 1, 2023. 
  On March 31, 2023 ***** ******** called Mr ***** to confirm the appointment and Mr ***** did not answer the phone. Due to the inability to reach Mr ***** to confirm the appointment, the appointment did not occur.  Mr ***** did not make any effort to address the missed appointment or get in contact with *****.
  On April 18, 2023, over two weeks later, Mr ***** reached out to ***** for an update. ***** told him that because he missed the appointment with ***** ********, the process of looking into the scratches would have to begin again. ***** and Mr ***** set a time to meet April 24, 2023 so that ***** could see the floor, however, Mr ***** did not answer his phone that day, and once again, ***** was unable to see the floors.  Due to the fact that on multiple occasions, Mr ***** was unable to be reached or to meet at his home, ***** believed Mr ***** was no longer concerned about his floors. 
  
  On May 31, 2023 at 2:59 am in the morning, Mr ***** sent ***** a text message saying that he was annoyed with the situation. It was extremely unprofessional and inappropriate to receive a text from a customer in the middle of the night. This was our first red flag that Mr *****’s demeanor was changing and he was becoming more demanding.  ***** was out of town that week on vacation and contacted Mr ***** on Monday, June 5th when he returned to the office.  ***** set up a time for a new flooring company to come out and meet at the jobsite. ***** ******** was no longer willing to look at the job due to the aggravation with the missed April 1st appointment.
  ***** contacted ******** ******** company to quote the scratches. On June 14, 2023 ******** ******** looked at Mr *****’s floors. 
  On June 15, 2023, 1-800-GOT-JUNK? received the quote from ******** ******** Company stating that the whole first floor of the house would need to be sanded and refinished to make the floors perfect again.  Champion felt that with all of the pre-existing damages on the floor, if they refinished the areas of concern they could stand out and they were unwilling to attach their name to that scope of work. They submitted a quote to sand and refinish the entire first floor, rather than just fixing the scratches.
  At this time **** Lander, Franchise Partner of 1-800-GOT-JUNK?, stepped in to take over the complaint and try to work with Mr ***** for a resolution.  On June 21, 2023 **** was able to see the floor scratches in person.  Mr ***** owns two large dogs and **** immediately noticed the very poor conditions of his floors. There were scratches everywhere.  He also had large gouges in his floors.  Mr ***** showed **** the three scratches that he claimed were caused by the  junk removal job. One of the scratches came right out when **** applied a little baking soda mixture to it, looking as though it wasn’t even a scratch. (picture attached).  During this visit, **** became concerned that Mr ***** was looking to take advantage of the situation. Perhaps looking for a large sum of money or a payout, instead of remedying the scratches. Trying to resolve the complaint and make the client happy, **** offered to refund the job and give Mr ***** $500 to use on his own, toward his floors.  He also offered to have a third flooring company out to look at the scratches. Mr ***** declined the refund and **** scheduled a third flooring company to come to his home.  
  On Thursday June 29, 2023 **** met Eurocraft Flooring at Mr *****’s residence. Eurocraft was able to fix the two remaining scratches. Eurocraft was able to steam pop the scratches and hand buff them so that you couldn’t see a scratch with the naked eye.  At this point the flooring technician was very happy with the outcome as was Noah. Mr ***** was agreeable to the fix at that time.
  On July 5, 2023 Mr ***** texted **** stating that he did not think the scratches had been fixed to his satisfaction and he would like $2000.00 to settle the issue. 
  On July 7, 2023 **** responded that at this time, 1-800-GOT-JUNK? has fixed the three scratches in question and this matter is officially closed on our end.  
  In conclusion, 1-800-GOT-JUNK? removed Mr *****’s junk to his satisfaction on March 25, 2023. He signed off on the completion of the job and paid for his junk removal service in full with no complaints.  When he contacted our business, we promptly addressed Mr *****’s complaint. We treated him with respect and gave him the benefit of the doubt on multiple occasions.  Ensuring a happy customer experience is one of our core values. 1-800-GOT-JUNK? performs tens of thousands of junk removal jobs every year and we have a strong mission to provide a superior service. We have been in business for twenty-two years and we have several thousand positive google reviews with a 4.9 star rating, as well as an A+ rating with the BBB. Our policy is that if our Truck Team members cause any damage, it is addressed before the crew leaves the client’s property. Any damage or complaint is documented and addressed swiftly. Our reputation and our client experience is our top priority.
  1-800-GOT-JUNK? made numerous efforts to look at the scratches in Mr *****’s floors throughout multiple months . We enlisted three flooring companies and made several attempts to remedy the situation. Unfortunately, we were not given the opportunity to see the scratches in person until months after the service was completed. We found this to be a very unusual way for a customer to handle a complaint. It is hard to know if the three scratches were caused by our junk removal. Despite that, we continued to work with Mr ***** to reach a positive conclusion. The two flooring companies that were able to see Mr *****’s floors felt that due to the poor conditions of the floors, it would be very difficult to fix just two of the many scratches and gauges. We feel that it is unreasonable for Mr ***** to expect 1-800-GOT-JUNK? to completely sand and refinish the floors that were already in terrible condition, especially when we still do know that the scratches were caused by our company. Most importantly, in no way did we commit fraud or intentional wrongdoing. 
  
  

  Customer response

  07/24/2023

  Complaint: ********
  
  I am rejecting this response because:
  According to 1800 got junk my floors were in terrible condition. I can show pictures and receipts of the floors only being two years old. Despite having one larger dog and one small dog there are few scratches here and there but no gouges like the ones they left in the floor
  
  
  Sincerely,
  
  ***** *****

  Business response

  07/27/2023

  I feel that we have made a good faith effort to resolve the consumer's problem. 

  Customer response

  07/27/2023

  Complaint: ********
  
  I am rejecting this response because:
  Business took 4 months to “resolve” the issue yet even on the last visit they said only other thing they can do is refinish the floor to fix it. Gouging someone’s floor is not okay I tried to be nice and help out by just settling as they would need to pay for me being in hotel as floor is refinished, pay for labor and matierial . And the settlement was significantly lower than that cost. They’ve tried to paint me as the villain . Even their own insurance company threw them under the bud and said “I know they did it but 
  They told me to not help you” how in anyway is that being a good business to your customers. They’ve admitted multiple times to doing it, fired the employees who did it . Admitted to my face, own insurance company admitted fault. Then tries to blame me it’s ridiculous.
  
  Sincerely,
  
  ***** *****

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