ComplaintsforKimiya Services, Inc

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Hired Them To Move My Things From My House To A Storage Unit.. Everything Was Packed And Moved To Where The They Can Move It Out.. They Were Late, When They Arrived It A Driver And A Little Boy That Had To Be Like 11 Years Old To Move A 3 Bedroom House.. It Took Them About 3 Hours To Fill Up The Storage Unit.. When It Was Time To Have Them Move My Things From The Storage Unit To My New House I Tried To Open The Storage Unit And There Were Things Just Tossed In The Unit To Where I Couldn't Even Open The Door... Shortly After They Started To Unload The Storage Unit I Got A Message From Dwight About An Issue With My Printer. He Said "It Just Started Leaking" But There Was Ink On To Of The Printer Like It Was Dropped (Because Its A Cartridge Free Printer And Needs A Siringe To Fill It With Ink) Upon Getting The Things Into My Home I Started To Notice Furniture Was Loose And A Few Things Were Broken. My Dresser Is Literally Falling Apart (The Top And Legs Are Seperated From The Rest Of The Unit) The Back Off Of One Of My Storage Cabinets Was Ripped Off. My Bench Legs Basically Fell Off.. One Of My Subwoofers To A Surround Sound System Is Blown I'm Missing A Glass To A Console Table. I'm Mising The Middle Glass Holders For My Dining Room Table And I'm Missing A TV With The Wall Mount.. On Top Of The Printer That Was Damaged While Unloading The Storage Unit.. When I Reached Out To Dwight About The Damages He Asked For Pictures Of The Damages (Which I Sent) Tgen Later He Said That Because My Service Was Discounted That All He Could Offer Was A Sincere Apology On Top Of That.. When I Asked Where Did We Sign A Contract Stating That I Forfit Any Right To Reimbursement Or Compensation For Damages Caused During The Move He Stopped Responding.. There Was No Offer Of Anything To Rectify The Situation Or Anything. Just An I'm Sorry But You Dead On The Cost Of Your Stuff

  Business response

  11/11/2022

  First off Im disgusted that ***** who is my wife's cousin. Is really taking things to the extreme to get compensation for items that were already falling apart. Her claims are full of lies. She believes that we are just loaded with money to upgrade her old raggedy furniture.  These issues were pointed out to her during the move and there was no problem.  Things were not just thrown around in her storage unit, it was packed to the brim and some items had to be taken to another location because they did not fit.

  She was charged $380 for each job instead of $1200 that a normal customer would pay. Both jobs took 6hrs total. The ages of the 2 movers are 27 and 23. No 11Yr old was present.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  We hired this company for loading and unloading of our furniture. Two individuals sent to us were extremely careless with our furniture and house. Most of the items they loaded/unloaded have dents, scratches, and broken parts, and the hardwood floors of our house now have numerous scratches. Mr. J**** argues that the movers are not responsible for the damages because they did not drive the truck. These damages, however, were not caused en route. They were caused by the movers’ careless handling of our furniture. All of the legs of the buffet, for example, were intact when they unloaded it from the truck, but after they carried it into our unit, I noticed one of them was broken off. Furthermore, these workers stole two credit cards that were in the desk drawers (the desk was not to be moved, so they had no reason to be touching any part of it). I have been in touch with the police regarding this, and the officer in charge of the case has spoken to Mr. J****. According to the officer, Mr. J**** told him that he does not have any information on the two individuals except for their first names because he hired them after they responded to his advertisement on ******* ****. We paid for a professional moving service. We feel that it is Mr. J****’ responsibility to carefully vet the workers he hires and that the damages caused by his employees should be compensated for by him. We would greatly appreciate BBB’s assistance, so this dispute could be resolved acceptably to both parties.

  Business response

  06/27/2022

  The 2 movers were fired for stealing the card. We cooperated with the police and was told you have received your money back.

  Business response

  06/30/2022

  This customer hired us through *****.com and are responsible for providing truck and proper protective equipment. This was not provided so furniture could not be covered and protected properly during travel. We only cover damages directly caused by workers, like dropping an item or hitting a wall while carrying. We cannot guarantee safety during travel if proper protective equipment is not provided

  Business response

  10/28/2022

  As per our conversation, I have provided the information below. Update on Police Investigation. Link to the ****** page used to book our services. Note from movers regarding the statue. Couch coverage. Police Investigation Police were called the day of the move and we cooperated fully, sharing personal information to the officers and pictures of the 2 movers. Movers were initially fired on the spot. Customer told me that officers had the 2 movers on video using the missing card at a ******* gas station around the corner from the customer's new address. Around the beginning of August, I got a call from ***** (one of the movers accused of stealing the card) he wanted to know if he could have his job back since he was cleared. I was confused and contacted the ****** Police Dept (Officer **** extension ****) and referenced the report number we had (*********). I was told that the only info they had was the initial report, meaning no record of the card being used or video of the workers. ***** also mentioned a fact that I did not initially think about. "How was her card missing when she paid for the additional hours over the phone as movers were leaving?" ****** LinksMovers in Rochester, NY | ****** (*********) When you click the link above it will take you to the Rochester mover's page. Here you can see my company. (Please see we that we have done over 1,400 jobs and maintain a 4.5 out 5 customer satisfaction rating) From here a customer would click the customize and book option. On this page you should see where it says "Moving Helpers do not provide moving trucks or supplies" Once you get to the checkout page you can view the Moving Help Terms and Conditions before booking your move. Notes about Statue Movers state that they never touched the statue and have better sense than to put it inside of a dresser drawer. Customer claims that movers placed statue in the dresser drawer and taped the drawers shut. Movers do not carry tape as we do not provide supplies for these kinds of jobs. CouchDamages to the couch seems to be the only legit claim from this customer. The policy is to reimburse customer $0.60 per pound of an item damaged by mover while actively moving the item. My company does good quality work, and it shows if you take the time to see our reviews on *****.com, ******.com, and *********.com. Please let me know if you need anything else. And thanks again for your time. Thanks Dwight J**** 

• Initial Complaint

  04/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired this company and paid the company as I looked over my dining room set my bedroom set and opened my boxes. I had damaged items beyond repair I reached out to Dwight and he never apologized or responded. Nor did he ask to see pictures of the claim I made about my broken items. Not to mention I paid him 2 times. Because all my items could not be moved at that time. Unprofessional to take my money and not take responsibility or give an apology for the damaged caused. I could take him to small claims court which still may be an option. But I should have done my research better I would have seen other complaints.

  Business response

  04/04/2022

  We did not respond to this customer as we are not responsible for damages due to poor packing. As for the chair, her final bill was already discounted $150.

  Customer response

  04/11/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not pack/ or placed my dining room set or any of the furniture that is in question on to the truck. Matter of fact I heard my wicker being smashed I heard it crunching and said to them "That is wicker your smashing it"I was not given a break on my bill for damages, I paid this company 3 times. The damage to my dining room set was done by Kimiya movers! And refusing to take responsibility because you hire unexprienced movers by enticing them with cash money daily why would they care about other peoples belongings they just want to get paid. For Kimiya to state " They are not responsible for poor packing" Most of the items in question like my headboard , rocking chair and dining room set was moved and transported by your company! So I guess the question is did your company do a poor job packing my belongings in which now I am stuck with damaged items? Regards, ****** ******

  Business response

  04/22/2022

  Customer has already been discounted. No further action will be taken from our end.
  Sorry she had a bad experience. She got 3 movers and only was charged for 2. She used our services 2 days in a row and was only charged 1 day for the truck and did not have to pay deposit for 2nd move. We are more than even. We do not cover items that are not packed by us, such as boxes of dishes. As for the wicker chairs, our contract states we discount $0.60/lbs times the weight of the object damaged. Chair weighs about 10 to 15 pounds.
  Truck fee that you were not charged for 2nd day $150
  3rd person $100 already discounted.
  Anything you else we can go to court.

  Customer response

  04/25/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. He is trying so hard to not take resposibility I never asked for 3 movers there was 1 driver and 2 movers the driver never moved anything out the house! They showed up almost 3 hrs late the first time and the movers had to come back on another day because my new apartment made it very clear they do not want people moving in after 8pm. And due to the lateness we was moving in well past 8pm. When we had to go back they were again late to get the rest of my stuff again 2 movers but this time it was the driver as the second mover and 1 guy from the first time. And far as the comment made about not being resposible for things you did not pack. Who puts kitchen chairs, beds or dressers in boxes when they move? So with that said you are basically saying your not resposible for anything being broken! If your providing a service in which you want to get paid the customer should have the right not to have thier belongings in the same condition they were in  before your workers moved them and when they not only hired you but paid you! The paperwork clearly states both times 2 movers and what was stated as a discount.] Regards, ****** ******

  Customer response

  04/26/2022

  There are 4 wicker trimmed in solid woodchairs 1 solid wood headboard and 1 solid wood rocking chair

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested four hours of moving help from Kimiya Services Inc. When the moving help arrived, one of the movers, Leslie, told me that he is only going to be there three hours. I said I booked four, but he responded he was told three hours. I did not report the issue at the time since I was unaware I would be charged four hours labor. There was more work to be done, but they left before the four hour mark. They actually left 2 hours and 30 minutes into the job. That was not my decision. I had to hire another moving company to finish the job since they left before four hours. I need to be compensated for that final hour because I needed the help but they left. It was getting dark so I made the wrong assumption that they were required to leave at that time. When I realized I was charged for the full four hours, I reached out to Kimiya Services Inc however was advised they are charging me four hours anyways. All I want is to be compensated $100 since that is the hourly rate they charge. Thank you.

  Business response

  03/09/2022

  Customer is not entitled to refund per contract. We are not responsible for her decisions that ultimately led to this conflict. She paid for 4 hours to be dedicated to her for her move. Movers completed the job in 3hrs and was given the payment code.
  Customer was called prior to entering the code to confirm there were no issues or concerns.

*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. ↩