ComplaintsforCoffee Movers, Inc.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have used this mover several times but this time results were disastrous. Scratching, denting, loosing, and lying (packers claiming I did things I did not. Like removing antique clock pendulums and taking possession instead of them being packed along with the clocks. Some scratches were covered up, some, not all. Scratch cover expert has lied about what happened the day they came, even claiming I was so happy with the work I hugged all 3 of the men that came to do the job. Formerly one man came, this time he watched while others sort of covered scratches, left many undone. There was extensive scratching due to rough handling of furniture and needing to use elevator at destination. Regarding clock pendulums-I watched the first clock being prepared and packed, was so well done I felt confident the man knew how to do it correctly. The other 6 clocks pendulums and keys are all missing. I purchased replacements but specific pendulums are needed, they are carefully matched to the individual clock. Original ones now missing, clocks unable to work. The scratch covering debacle ended up leaving many undone, while I had used post its to point out places, now man claims he placed them and asked for my approval that all, all were not done, more do do, didn't look for themselves. Were here 2 hours, drove from Dayton to Columbus. Owner of company maintains they were here a full day. To top it all off apparently the scratch covering men used a material that got on to our new carpet in two places, brown stain on light carpet, just happens to be the shade of the cover up stain. Never put protection on carpet, just dabbed carelessly and incompletely. Now Coffee Movers is refusing to allow me to use the valuation coverage which cost an additional $400. This coverage was promoted my company manager, Tami and has proved useless as the will not facilitate placing the claim. People in Dayton need to know Coffee Movers isn't what they used to be.

  

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/11/18) */ We truly appreciate Mrs. ********'s business through the years. We also truly understand that moving at its most successful can be very stressful. We truly do regret that this most recent move was less than perfect, which is what our small family owned company strives for. A team of repairmen were sent to make repairs and monetary compensations have been made, and we have met and/or exceeded all reasonable expectations in making right the few issues that were encountered, which is disheartening since so many efforts have been made to make right the situation. We do wish Mrs. ******** well in the future and hope that as time passes she may view our efforts in a more positive light. Consumer Response /* (3000, 7, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The true fact in this issue is that Coffee Movers employees did serious damage to many pieces of valuable wood furniture. In our past moves they sent their man to cover the scratches and he did a wonderful job as his craftsmanship at the time was exemplary. The man is older and him himself did not do the repairs but two other men did. As the damages (scratches and gouges) were on many surfaces of so many of the pieces the scratch cover company missed many of the damages. None of them announced I needed to go over the furniture and be sure they had gotten all the damages covered. I placed some post it notes on some of the areas prior to their arrival, not intended to be each and every problem. They removed them and gave to me as they left, I believe there were about 20 post its used to mark damages and returned to me as they left. Manager of Coffee Movers thinks these men were in my home for a full day. Of course the 70 mile drive took 90 minutes each way but they did not arrive until about noon and stayed about two hours. Yes I have received minimal monetary compensation in the amount of the two bills I sent but the cosmetic covering up of many pieces is incomplete. ($119.00) To top it off the stain color used on most pieces has somehow appeared in two areas in front of a large armoire. This reminded me there were no drop clothes put down while they did their work. The owner of cover up company himself merely talked the whole time they were here, didn't see him check any of the work his men were doing. When I told the office manager of the loss of 6 antique clock pendulums and keys she asked the packing crew and who ever she asked lied saying I didn't allow the packers to move those items as I wanted to do it myself. That is simply not true. That's why we hired our furniture to be professionally packed, Those lost items are critical to the accurate movement of each of those clocks so now they do not work. I asked for and got money to replace those items but what arrived was apparently not the correct weight of pendulum and clocks do not work. Antique clocks are delicate to get into proper rhythm to be accurate. Replacing the pendulums (long distance) was hoped to fix the problem but it did not as each clock needs to be looked at individual by a clock maker to find proper pendulums to make the clocks work as they were before they were packed. They were all in working condition up until they were taken off the wall in previous home. Coffee Movers sold us a policy for covering damages in the amount of $400 for $20,000 dollars of coverage. She has prohibited me from using that policy. So why isn't there a refund of that amount ($400)? Is customary to tip the moving crew, I understand that and have done that every time they moved us. As when the contents of the truck were placed in our new home and crew desperately wanted to leave for the drive home, in appreciation of the work they had all done, AND WITH NO TIME TO GO OVER THE CROWDED ROOM OF FUIRNITURE I REWARDED THE 5 MEN GENEROUSLY ($100 EACH.) What a mistake, don't tip until the next day, send tip in the mail after going over each item moved then decide the value of the work done the day before. Why do they need a tip anyway? How many people do their jobs daily and get a tip as they leave for home? Lastly, when the Coffee Movers manager wrote me in answer to my informing her of latest problem due to touch up of furniture she claimed the touch up man, owner of his company, told her was so pleased with the work the 2 other men had done in that hour and half, that I hugged each of them. Oh please! How bizarre, I do not hug strangers, especially in this time of Covid pandemic. In fact that reminds me the one packer had told me that 9 employees of Coffee Movers had come down with Covid. So in multiple written description that I have written above it is evident that the Coffee Movers moving crews and other employees do not tell the truth in order to keep their jobs. Both sides of this important issue need to be considered. Very sad what has happened to formerly excellent moving company, original owners now having their name and quality of service provided gone. Business Response /* (4000, 11, 2021/12/03) */ Once again it is truly regretful that we have come to an impasse in our attempts to help Mrs. ********. All recent telephone calls that we have made to Mrs. ********, she unfortunately informs us that she must hang up to go throw from having to talk to us. All of the items claimed on the original "damage claim form" sent to us from Mrs. ******** have either been repaired or compensated for for via checks that have been sent and cashed by Mrs. ********. The damage coverage that was purchased by Mrs. ******** provided for repairs and compensation for any items that were damaged during her move. Our office staff, packing crew, and moving crew have been called less than desirable names and still have always been professional in all dealings with Mrs. ********. Since the beginning of the pandemic any staff member of ours who has tested positive with Covid was not permitted back to work until a negative test was provided. It is quite unfortunate that Mrs. ******** continues to paint our company and its crew members in a negative way. We TRULY wish her well in her new home. We wish Mrs. ******** and her family a happy new year Consumer Response /* (4200, 13, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Coffee Movers representative continues her untruths. She does not tell the story correctly by saying things that did not happen. She has never called me since I reported the issue to Dayton BBB. The facts are simple. Not all scratch and gouge damage done to our furniture was covered up. Yes, I said goodby to them verbally but did not touch those strangers, not my style to hug strangers. The packing of the 4 clock pendulums was done entirely by the Coffee packers, I watched the first one being packed as I was requested to do that by Dak. Felt confident he was doing it correctly and walked away. I have not called anyone in their company a negative term or name tho it might be appropriate. Why does she talk about the additional coverage in amount of $200,000 which I paid additional $400 for when she has not shown any interest in helping me to use that coverage? Coffee Movers is not the moving company it was under the original owners, such a shame to put the company name, once providing excellent service, If original owners are still owning the business it is obvious the owner is not aware of what management is doing. Summing it up, the Coffee Moving Co. has not proposed a resolution. Sending reimbursement is not the entire problem. I am requesting a refund of $400 for the coverage sold to us which was for additional damage and repairs.

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