Complaints

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• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  They took my washer from my old house, moved it to my new house, barely attached the washer hose, turned on the water so it was spilling down the wall, and then pushed the washer back in place to cover the leaking and left. They told no one that they even turned on the water. When I arrived at my new house 24 hours later, my floors were completely destroyed. It cost me over $6000. They said it was my fault because they aren't plumbers and don't know any better. I informed them that you don't hire plumbers to attach a washing machine hose and if they were so inept, they shouldn't have touched it in the first place. They refused all responsibility and said they would pay nothing.

  Business Response

  Date: 12/15/2023

  My Town Movers was very clear we will assist in disconnect and reconnect of the customers washer and dryer at the customers request however we are not licensed plumbers and do it simply as a courtesy. We are very clear it is up to the customer to double check everything before running any loads of laundry to make sure there are no leaks. We did not turn the water on, that was done by the customer. If there was a leak the customer should have turned the water off immediately. We are very clear that My Town Movers takes Zero lability in connection of water lines which is all included in our paperwork and need to know emails we sent them. This claim was reviewed by our insurance company and after reviewing all of our Need to know emails the customer received as well as the legal forms they also deemed it was the customers fault.  I understand the customer is upset but it was their responsibility to check over all water connections. Additionally we did not turn the water on

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20815503
  
  I am rejecting this response because: My Town Movers is clearly lying as evidenced by the pictures and I'm more than happy to go on the stand under oath and say so.

  
  A. No one ever washed a load of clothes or said anything about it. This was just a fabricated lie from MTM. We simply came home after the move and the house was flooded.

  B. We did not turn the water on. It even states clearly on their website that they will move the washer and dryer and return them in the same condition they moved them in, hoses attached and water valve on, which they did, and always do. They did turn on the water and the manager I called even admitted to it when I called and simply claimed it wasn't his fault because "they're not a licensed plumbers." This is just unethical behavior from a bad company. Additionally, you don't need a licensed plumber to attach washer inlet hoses as my 9 y/o daughter could do it with ease.

  C. Nowhere in the contract does it say they aren't responsible for washer intake hoses being improperly installed. They mention the transit bolts which is irrelevant to this case.

  This case was fraudulently denied by their insurance but was so blatantly obviously their fault that the insurance company will now be pursuing litigation against them as the damage they did is so obvious. There is nothing surprising about the fact that this company lied after destroying a home as it is in line with their previous behavior of causing harm and shirking any ethical responsibilities. They need to be held accountable and the picture evidence, their contract saying they attach the washer, and their past behavior combined is more than enough to show their guilt.

  
  Sincerely,
  
  *****************************