Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************