Complaints

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• Initial Complaint

  Date:08/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Hello and to whom it may concern,
  
  I would like to file a complaint against Albuquerque Piano
  & Organ Service. 
  
  I contacted Mrs. **** ****** to schedule a baby grand piano
  to be moved on Thursday, May 18th. I selected Albuquerque Piano & Organ
  Service because of their website (**************************************)
  they share the following information -
  
  "Albuquerque Piano & Organ Service is locally owned
  and professionally operated, serving the Albuquerque area since 1972. We are
  one of the most experienced specialty moving services in the state and come
  highly recommended by several of Albuquerque's major piano retailers,
  technicians and tuners. We are committed to providing our customers with a
  service that is fully insured, offers competitive pricing, is reliable and
  trusted."
  
  Noting they are insured, they are reliable and
  trusted -- I decided to use them to move our piano. Mrs. ******** crew arrived
  to move the piano at the home where I purchased the piano. The gentlemen were
  there, one of them being her grandson. As they were moving it, we all noticed
  the legs were very squeaky and needed to be repaired. So, they removed the legs
  of the piano and moved it to our new home where it was kept on its side until
  the legs could be repaired. As they were unloading the piano from their truck,
  I told them how we had just moved in and had the floors refinished and kindly
  asked them to be very careful as to not drag or move the piano that would
  scratch or dent our floors. Piano was moved in, placed on its side while the
  legs were repaired and let them know I would schedule a time to have them move
  the piano upright and in place once the legs are ready.
  
  The following week the legs were repaired and I scheduled to
  have Mrs. ******** crew come back to our home to put the piano back together
  and agreed to pay the additional fee to have them do the additional move (total
  $350).
  
  They came back to our home on Tuesday, May 30, 2023. This
  time there were only two gentlemen, one of them her grandson again and the
  other was one of the men who was also there for the original move -- both
  familiar with the piano and our home. As soon as they got to our home, I kindly
  reminded them again that we just had the floors refinished, so if they could
  please be especially careful with the piano that would be greatly appreciated
  and handed them floor protectors for the piano wheels to use for additional
  protection. We had family friends visiting at our home when the movers arrived
  and let the movers put the piano back together and move it. Once
  they had the legs on, they slid the piano back into the corner of the
  room and came to get me to show me if I liked where the piano was. I handed
  them the check and they left - because of the angle I was at in the room, I did
  not notice the damage immediately.
  
  I escorted my friends out of our home and finally had an
  opportunity to inspect the piano to which I discovered they had left horrible
  indents in our brand-new flooring that did considerable damage (I have
  included numerous photos of the damage as well as an estimate of the cost
  of the repair). I immediately phoned Mrs. ******, who did not answer, and then
  I asked her to please call me at her earliest convenience via text. She
  phoned back and I explained to her what had happened. She said she needed to
  speak with her crew to see what happened and that she would get right back to
  me. She was very kind, sympathetic and seemed like she was going to make things
  right which was greatly appreciated. In the meantime, I phoned our
  flooring company, ********* Flooring and spoke to the owner who is very
  familiar with our floors and did the previous work mentioned refinishing
  our floors, ***** *****, to see what our options were. Mrs. ****** phoned back
  and verbally admitted fault, that they did not have the manpower to move the
  piano. Her exact words were, "I told them if the piano was too heavy, they
  should have called another person to help them or asked you for help."
  - I told her my flooring guy was going to come look at the damage, get me an
  estimate on repairs and that she was welcome to come to our home and inspect
  the damage as well.
  
  Due to ***** being out of town on a work project he was not
  able to come to my home until Monday, June 5, 2023. ***** inspected the damage
  and immediately felt for us as he knew how much we had spent to get the floors
  worked on. He explained what needed to be done to repair the damage, put
  together a quote and even phoned Mrs. ****** himself to discuss the damage and
  why the cost was what it was due to the location and size of the damage. Mrs.
  ****** asked me to send her the quote via email and gave me her email address
  -- I sent the quote over a couple of times with no response (I have attached
  our text conversations and emails for your review).
  
  Mrs. ****** was kind in the beginning, returning texts and
  phone calls, taking Mr. ******* phone call, etc. I was very kind and
  understanding -- I was completely thinking Mrs. ****** would take
  accountability for the damage, file a claim with her insurance (since on her
  trucks and website it says they are insured) and this would all be handled. Not
  only did she completely ghost me, but she had the audacity to cash the last
  check knowing the damage her crew had caused.
  
  I am seeking compensation for the damage done to my
  floors -- I was happy to work with Mrs. ****** and felt I handled this
  entire situation well, but since she is no longer returning phone
  calls, texts or emails -- I am asking for help from the BBB. I am
  willing to explore all options and would love the opportunity for ABQ Piano
  & Organ to make things right. Thank you for your help! With the multiple
  witnesses I had at my home as well as ***** ***** who inspected the floor, they
  would be willing to speak with you as well if needed.