Complaints

• Initial Complaint

  09/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I moved on July 31, 2022 with this business. The mover's while the gentlemen were very nice , they damaged a lot of my furniture. I have broken tables, broken bunk bed, and missing pieces to it, broken dresser. deep scratches in my bed. My new landlord even said she saw them break stuff and try to hide it on the porch, she also has cameras. I contacted the company through email they ignored me for weeks. I reached out again and let them know I would be filing a complaint. The owner, calls me in maybe 2-3 hours after the second email was sent. She was extremely rude, and belligerent on the phone refused to resolve the issue with me. I paid $1,388 to be moved. that was only for 3 hours of work. The move took longer than 3 hours and I was charged another $750 before they left. Which I paid. for a total of $2,138. My daughters have no bed to sleep on because of the missing pieces that can't be purchased at ********** as the movers suggested, they are specialized pieces. Also because parts of the wood on the bed are broken even if it could be put together it's no longer safe. I was told there were a few metal screws missing. However, there was screws missing that they lost. Wood broken, pegs missing that stack the bed's safely together, and boards on the headboard missing that also hold the bed. My daughters, have no bed and the bed is less than a year old. My dresser has a large hole in it, and the back is broken, and could not ever be moved again. I have to get a new dresser. My bed is damaged it has deep scratches in it's expensive Malaysian wood. My table a corner table that has a book shelf on it is broken. I stack books on the shelves and nothing can be put on it at all because the shelves are completely broken and irreparable. All of these things have to be replaced. I want to be compensated for the items that I now have to replace from the move, along with the stress that it's caused.

  Business response

  10/21/2022

  Hello this We Keep It Mov'in Movers responding to ********* complaints. This is owner Naderah H*********** to whom it may concern ********* called on July 30th saying she had to be out of her home by July the 31 it was very short notice, but we accommodate her. The arrangements were made, an invoice sent, and deposits made. My husband and his crew showed up between 10:30 and 11am @ 12pm. My husband called me stating that I should have done a walk through her home before I booked her, I asked why he said come and see for yourself.  When I got there it was about 12:30 and 1 o'clock and the truck had only boxes in it. My husband was on the porch and he told me to go in the house. When I walked in, I saw that nothing was done, the house was a mess and nothing was ready to be loaded. I see that some of the things in the house that were to be part of the move were not on the original list she gave me.   There was a bookshelf in the living room area with no shelf in it, there was a kitchen table, I didn't see any chairs that may have gone with it.

  I walked through the house and only one room had been emptied out. The other room had boxes, a washer with rust spots on it and a very old looking tall dresser. I asked my husband why nothing was loaded into the truck, and he said that nothing was loaded because nothing was ready. The rooms were full of trash, and nothing could be moved. After having talked to my husband I went to find ********* to discuss her moving Hr. I said to her you know you paid for 4 hr. and because nothings ready, you're going to go over your scheduled hours and the price is @ $100 an hour and she stated ok. I also informed her that her invoice balance needed to be paid in full ASAP. My husband said to me after everything was loaded and brought back to the new home the guys started to unload the truck ********* was on the porch directing the guys where she wanted the thing placed. One dresser draw was dropped, and she was standing right there and said it was fine. After the things was unloaded and it was time for my husband to put the furniture together, he told her that some of the screws was lost on the move to the bunk bed she was also informed earlier that some of the wooden slats to the bed was loose and broken my husband told her and showed her before he totally disassembles bed. At that time, she said to him if he can put together her son's bunk bed that it would be even, so my husband put the son's bed together. Then he put together the Queen bed he told ********* that a lot of screws were missing from that bed she said she knows because she was the one who put the furniture together by herself because she has no one to help her. So, he put it together the best way he could. This is what I was told by my husband and my two workers and what I saw when I went into her home

  
  

  Know this is what I can not fathom: this customer moved on the 31 of July. But it took her 2 weeks to inform me about these so-called damages that she said my moving company did. Why did it take 2 weeks to report? If you look at the invoice customer paid for placement which means she had to tell them exactly where to place each item. And as she stated she saw all of these so-called damages done with her own eyes. So why was I not called right then and there? Especially if her furnisher is so expensive. And furthermore by the time my guys left her home she was able to see what condition her furnisher was in before they left her home and at no time was a call made by the customer. Please help me understand this. When I spoke to ******************** informed her that I was recording the conversation . If you at any time need to hear this recording please let me know. 

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