ComplaintsforThe Moving Guys Marlboro
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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
We hired the Moving Guys in February to move us from *********** ** to ************. It was a two day move and they required the items be left on the truck overnight. We took additional insurance to ensure we were covered for damages. We have two ****** Beds( one solid wood, one wood veneer ) that we had disassembled by the manufacturer. The Moving Guys only needed to wrap and move. Both beds were severely damaged. We called the Moving Guys and provided all necessary information to file a claim including pictures and estimates for repairs and/or replacement. We have been getting the run around and avoidance for months. Then they make us an offer of the price we paid for the insurance. Finally on June 20th they sent someone to our home from a furniture restoration company to inspect. That gentleman said one ****** bed (the veneer one) need replacement and the solid wood one could not be easily touched up, as it was severely gouged. Never heard back from the movers. No calls were taking from us by then or emails answered. My husband and I went to see them. Told no-one was available. Within 45 minutes of arriving home the furniture repair company calls to set up a repair. No contact was received from the moving company. Additionally I call them using *67 and miraculously my call is answered. They are avoiding taking our calls and/or paying the claim. We are out over $5000 in repairs for both beds. Additionally they moved a Norditrack bicycle that was also damaged.Business response
07/16/2024
On February 20th, we delivered furniture for ************************* to ***********************************. The customer claims ******************** did damage to 2 ****** Beds. ****************** did have another company disassemble they beds before The Moving Guys arrived for her move. If a customer has a claim, they have to submit a form to our company and it gets forwarded to the insurance company. The insurance company reviews the form and then contacts our repair company to be sent out and assess the damage. With this situation, there was a lot of confusion with the customer. The customer assumed she would be able to have her beds repaired by her own repairman and our insurance company would just reimburse her. ****************** did send over invoices from her repairman, which stated that one of the beds were located in ***********; The Moving Guys delivered the beds to ************************************************. All of the confusion did make the process with the insurance company longer. Once the repair company was finally able to go out to ********* and assess the beds, they did confirm that there was only one bed at the ********* location. Once the furniture is moved by another company to another location, The Moving Guys cannot assume responsibility for the damage. The Moving Guys did agree to repair the second bed that is at the ********* location. When the repairman reached out to schedule the repair, ****************** did decline the repair. ****************** did continue to call The Moving Guys with threats of doing small claims court.
Customer response
07/23/2024
Complaint: 21964236
I am rejecting this response because:
This response is factually incorrect. While we did indeed have the ****** beds disassembled by the manufacturer, this was done so that the pieces would be correctly dismounted for ease of reassembly. The wrapping and moving was the responsibility of the Moving Guys as per the contract. Additionally, we did file a claim with their insurance company as per their policy. We repeatedly called for follow up as we were never contacted by them or any insurance provider. We were finally contacted as told that someone was going to come to inspect the beds. They were never refused entry. They were told that one bed was already being repaired as it was being moved to *********** but we had the damaged parts for review and the other bed was in our home. Their inspector came, had no knowledge that he was there for an insurance claim, but indicated that the damage was too extensive for a touch up and would not look like "new". He would submit his findings. Again no word from them for weeks. They block our calls. We went to their office and were dismissed. Finally their furniture repaired company called to set up an appointment to repair however said it would not look like new! We spoke to *** ( owner ) who said he would call back to try to resolve . Again no call.
Regards,
*************************Initial Complaint
09/29/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I hired The Moving Guys to move our home to storage and again to move from storage to a new home. The day of the move into the new home, a piano and a treadmill were supposed to be moved to the basement. The movers said that due to muddy conditions and some melting snow, they would have to come back when there was no longer snow on the ground. The move took place in February of 2021. I called the The Moving Guys today 9/29/21 and they confirmed that they were due to come back and move the piano and the treadmill to the basement but stated that too much time had gone by since the original move and it would cost me $450 to have the items moved to the basement. I explained that the time lapse was due moving all of the boxes and furniture out of the garage, so their items could be moved. I already paid for them to move the items. I clarified when I called the office on the original move date that no timeline existed for scheduling because I was afraid this was going to happen.Business response
10/04/2021
Piano and treadmill were moved within the home on Friday October 1st, no charge.Customer response
10/04/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.