ComplaintsforNew Day Moving LLC

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This moving company was TERRIBLE. The owner, ***** stated that they could get ALL of our furniture in their truck and moved in 3-6 hours. He came TO MY HOUSE and LOOKED at all the furniture to confirm this. His guys were extremely SLOW and did not even get half of what he told me they would get. That isnt even the biggest issue! While moving the last piece of my sectional through the walkout basement door, one of them (there were 3) was supposedly on the phone with a customer/boss and they were getting yelled at for being late. The other 2 guys were trying to get the sectional piece through the door, SHOVED IT and BUSTED the frame around my sliding door. Then they left and tried to tell me theyd come back Monday to finish the job, so 3 days later (this took place on Friday). When I called the office and said not to come back because I found a new company, I informed them of the busted door and they said ok good luck with that. After they left I went to open my garage so my husband could park and bring the TVs in and they completely left my sons bed in the middle of the garage, they didnt even put it in his room, all other furniture was placed where it was supposed to be, except his bed (thankfully a friend come over that evening and he and my husband got it up there without any issues). When sitting down on my couch that evening I told my husband it felt weird and I realized that they never put the feet back on it! I watched them take the feet off the 3 seat couch (not the sectional) and put them in the truck but they never put them back on the couch OR gave them to me after bringing it to the new house! Now our couch is sitting uncomfortable low. I have called them, left voicemails and they have ignored me. Lastly, they removed the ******** at our old house to get the sectional out (which is fine) but then they NEVER put it back! They didnt even tell us where the screws were, but luckily we were able to find them. This is the worst company ever.

  Customer response

  08/28/2023

  The company has not resolved my issues. 

  

  Business response

  09/29/2023

  New Day Moving contracted with the customer to move large furniture items no small pieces, whether loose, boxed or bagged.  The work scope established that the move would require a three-person crew, one truck, and 4-to-6 hours of service. 
  
  At the time of the initial site visit when the work scope and estimates were established, the customer made clear that she and husband would handle the smaller (non-large furniture) items, as they planned to rent (from a 3rd-party provider) a storage pod and separately fill it themselves.  The customer was advised by the estimator that, given the number of such small items in view, it was probable that 2 or 3 pods were necessary for the customer to complete that task.  In any event, the customer assured that easy access to the large furniture items would be provided to the New Day Moving crew.  However, at the time of the scheduled move the crew instead found greatly limited access to the large furniture items, many of which were covered by the customers small-item belongings.  This situation necessitated the crew to spend time clearing safe paths to allow for moving the targeted items.  In the process of this move it also became apparent that the customer mistakenly believed that the scope of the move included that of the small (non-large furniture) items as well.  In response the customer was told that such an expanded scope would require a separate estimate and contract, and would have to be scheduled for another time given that it would require additional crew members and equipment to complete.  Unfortunately,the customers response to this led to unpleasantness for the moving crew as the customers reverted to abusive cursing and name calling.  New Day Moving did not damage the customers doorframe nor has the customer reported any such damage to us.
  
  Still, despite the challenges, the New Day Moving crew completed job as contracted in 5 hours, thus within the 4-to-6 hour estimate.  The crew moved to the customers new home all the large furniture items as contracted, checking as always when finishing that the truck was empty and that all items had been delivered including all the feet required for the 3-seat couch.  Yes, the ******** which was removed to facilitate the moving process was not put back as it was understood that the customer in the near term still had more follow-up work to do to be completely moved.  New Day Moving prides itself on being a professional moving company providing a high-quality service to the satisfaction of our customers.  Part and parcel with this is to always treat customers with courtesy.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to move me in March 2022. In the process, items were broken. They broke the frames and marble. They didn't wrap the frames in the blanket and tape them. They left three water marks on three pieces of furniture from their drinks. One of the guys was sick one of the days and stayed in the bathroom most of they day. They damaged my floor. They only took $200 off the bill which didn't cover one of the frame's repair.

  

  Business response

  06/02/2022

  This client hired us on three separate dates to move items for them. The client rescheduled the initial job nine times, we were very accommodating of the customer’s repeated rescheduling requests. We do not send sick crew members out on jobs, which would be unfair to the other crew members as well as the client. Crew members do have to occasionally use a client’s restroom, particularly during long moving days.

  We did not cause any water damage to the client’s furniture, crew member water bottles or drinks are left on the truck or outside and never placed on a client’s furniture. There was floor damage noticed by crew members as they rolled up a large area rug for moving. This damage was already present when we arrived. We wrap all wooden furniture and frames; some plaster frames are too fragile to place heavy moving pads on, so we do not use moving blankets on them. The client requested compensation for damage to a small marble tabletop; they accepted and signed off on a $200 refund.

  Our policy is that payment is due at the time of the move. The customer was not able to make payment at that time, so we agreed to wait two weeks for payment. When we picked up the payment two weeks later there was no complaint made to us. We are disappointed that after we accommodated this customer with multiple rescheduling, flexible payment, and a $200 refund she later placed a complaint with BBB requesting further compensation.

  
  

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  ***** *****

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