ComplaintsforMove Bros

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Move was to take place at 1:00 pm on November 23 at 1:00 pm. The morning of Nov. 23rd they called me and said they had another move at 1:00 pm and wanted to know if they could move me around 3 or 3:30 and I said okay. They finally showed up in the smallest * **** truck with no blankets and no tools to take the headboard off from the frame!!!! I lent them my tools so they could take it off. They showed up at 10 to 5 in the afternoon and left my condo at 10 minutes to 8. They had a wall unit in the garage up side down with one shelve missing and a white cupboard the comes in 2 parts., had the top part on the bottom and the bottom part on top. I do not think they had ever moved anyone before. I could not shut my storm door at my house where the move took place and ran outside to tell them as they were living and the door latch they had pulled it away from the door frame and he bent it back so the storm door would close. The flimsy dolly had no straps on it and my solid oak end unit with the glass doors came crashing on the garage floor broke the glass and tore it away from the oak frame. That unit cost $******* dollars. Every piece of my bedroom set ( 2 night stands, headboard, chest of drawers, dresser, and the mirror hutch that sits on the dresser has chucks of wood out of it and scrape marks on every piece. Unbelievable. I need a brand new bedroom set of the same equal value as this one. The frame and mattress appear to be okay. This is a queen size headboard. Hopefully a cabinet shop can some how repair my wall uni if not I need to be reimburse $**** to find something similar but will be hard to find solid oak unit. I am trying to load down all the pics I took of the damage but am having trouble doing so. I do have several witness that I had over. They could not believe what they did to my furniture that didn't have a scratch on it. They should never move anyone again.. I have a lot of pics of the damage but could,not download them. ,

  Business response

  12/01/2022

  Before the move, the customer was called and asked if it's possible to reschedule to either earlier on moving day or the day after as the movers have couple moves and it would be late by the time they are done. The customer declined to move it to the morning and was told the movers will be at the address after the move. The movers got the truck that is appropriate for the move as the customer told the scheduler that she didn't have much. The movers show up, it's dark, the customer has a lot more than she told the company. The movers ask if it's ok to reschedule as it's dark, and the customer is complaining and she refuses. The movers used blankets to cover most things and moved safely. Unfortunately, in the moving business, things break and scratch in the moving process and especially when it's dark. As for these kind of things, we have policies and the customer is to take pics before the movers leave and appropriate step will be taken. As for scratches and breaking of furniture, we don't replace with new furniture, if it's broken furniture and isn't functional, MoveBros will reimburse up to certain percentage of the cost for the individual unit for that furniture. But the customer refused to pay the movers and rushed them out and hasn't paid the invoice, hasn't sent picture of the damage or sent any estimate for the repairs and this would need to have been done before the movers left or the following day.

  Customer response

  12/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are lying. I wrote down everything that had to be moved and read it to Feromsa and he told me he could do it for $***. It was strange when he called me the next morning and told me they had another move at 1:00 pm that same day as my move.They asked me if it would be okay to move me around 3:30 or 4:00. I said " I guess it will have to be okay. I called they at 4:00 and got no answer and called them at 4:30 and they said they were on their way. They showed up at 5:05 and back up their truck and I showed them what had to be moved. I have 3 house lights on outside so their was plenty of light. They had no tools of their own and ask me if I had any tools to take my headboard off my bed frame. So i lent my tools for them to use. They did not have any blankets and did not cover one piece of my good furniture. They had a a dolly that was more of a cart with no straps on it. This was the day before Thanksgiving and had my cable and landline was shut off at my house and the next day was Thanksgiving. I could not shut my storm door and had to run outside before they took off and and they had bend the door latch away from the frame and he bent it back so I could close the door and the screws where loose. That is why they gouge the furniture and every piece is ruined.I have chunks out of my dresser drawers scrape marks on every piece of my bedroom set. I have 11 lights in my garage at my condo so darkness was a poor excuse. The solid oak end unit crashed on the garage floor, broke the glass and bend the door frame.because they had no straps on that flimsy dolly. I had to clean up the glass for them. That unit was moved once before and the movers did not have one scratch on it so how come they broke it. I had my handy man and another neighbor come down as eye witness and they were astounded. I will get the pictures sent to you when I get them developed tomorrow. It was so cold and windy here that I could not get them developed until tomorrow to send to you. They did not move my small kitchen table and 3 of my four chairs an and the full size box spring so I had to hire another person to do that and No scratches on my oak table. They did not know how to get the drawers out of the main wall unit but the mover did that moved it to my house the first time. The most inexperience movers I have ever dealt with. and then making up lies to protect themselves. Feromsa asked me how I wanted to pay for it. Pay for it.I said for $***** or $***** worth of damage!you guys did to my good furniture!! "You must be kidding". I also have one shelve missing. I have a no step entry and 36 inch doors at my condo and I could not believe they even scraped the door casing with my furniture.
  
  e of my bedroom set has chucks out of the dr
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