ComplaintsforOn the Move Moving & Storage, Inc.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Malicious Destruction of Personal Property received at XXXXX ********* Drive Shelby Township, MI XXXXX Personal Property(Not all even though contract covered all personal property to be moved) loaded at *** ********** Ct. **************, TN XXXXX. Some property left behind by movers had to be shipped separately by *** in **************, TN and **** ******* in Hendersonville, TN I, ******* ****, contracted with On the Move: Moving and Storage in LaVergne, TN and subject company subcontracted services to: ****** ***** ******, LaVergne, TN This complaint encompasses ******** damage repair, replacement and reimbursement of costs to ship additional items that were left behind when company was hired to move entirety of property from *** ********** Ct **************, TN XXXXX to XXXXX ********* Drive Shelby Twp, MI XXXXX. Additional items were shipped by *** and **** ******* because the movers on site the day of move were in too much of a hurry to be bothered as evidenced by one mover leaving his drill behind and other items were left behind in an effort to vacate property quickly, consumer had to clean up drinks left behind, shrink wrap left in street, entire dining room floor was covered by brown padded paper, etc but, *******, mover, had time to toss around a football to *******(sp?) outside when the football belonged to the consumer and didn't have permission to do that. Several items were damaged some beyond repair, items were missing, damage done to wall at both load address and unload address because at the unload address the two(2) movers did not have any tools to remove doors, etc. I received furniture on September 10, 2021 and spoke to ******* at On the Move: Moving and Storage more than once that day, cell records show, and I told ******* that I had a problem paying the balance with all the damage done to my furniture and the way it was just literally dumped/dropped off one antique dresser was left upside down on the top in the middle of my living room. I wa

  Business response

  12/09/2021

  Consumer Response /* (131, 6, 2021/10/27) */ Please see attached. Business Response /* (1000, 12, 2021/11/02) */ On The Move moving and storage is aware of this claim as we have been in the process of trying to resolve it. ******* has been in communication with Ms. **** regularly. The customer sent in her claim form on 9/30/21. On the claim form it states that the claims are usually processed in 3-6 weeks. We are just now at 4 weeks and we have taken steps to start resolution. I contacted the ********* ***** in Ms. **** area ****** ******* to do an inspection on some of the claimed items. When he called to setup the appointment she explained that she was taking us to court and had no interest in him coming to her house. We definitely want to process this claim and try to have a positive resolution, but it is going to be difficult if she will not let us go through the claim settlement process. We would like to have the inspection done so that we can determine how to handle the claim. In regards to the additional items that the customer mentioned, we were not aware of these items until the day she needed to be out of her home, and we did not have any crews available. The customer was not fully packed when the crew arrived to pick up her on 8/16 but the crew did their best to get everything she needed. After they loaded up she signed the inventory list as well as the BOL stating that they had picked up what they were supposed to. She called after the load and stated that a crew member had left his drill and also that she wanted to bring a few more boxes and she did bring them and they were included in her shipment and nothing was said about any other items from that point until the day she had to be out. Based on the information above we do not believe that we are responsible for those items that she shipped. In Conclusion we would like to try to resolve the property and cargo claim for Ms. ****. We will do this based on the levels of coverage that she signed for on her contract. We would appreciate if she would let us attempt resolution by going through our normal claim process which includes hiring third parties to perform inspections/ repairs. Consumer Response /* (3000, 14, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to ******* on date of delivery, September 10, 2021 more than once and told her I didn't feel I should pay the balance based on the amount of damage, missing items, etc and that a furniture repair person needed to be sent out immediately as repairs needed to be done asap related to the unusable condition of two larger(everyday) pieces of furniture...that was September 10th no word about a repair person being sent out, etc. On September 18th I contracted with a repair company to somewhat remedy the problems of the two items to get them out of the center of a room and so I could use one of the multiple dressers damaged. It wasn't until long after I submitted the claim that I confronted ******* about her vow "in order to send a repair person out you need to pay the balance" I kept my end of the deal and even paid more than I was supposed to and no repair person was sent out by the moving company to repair anything. I never said I was filing a lawsuit to anyone and I told the furniture repair company that they are now being called because I filed a claim with the BBB and that I moved back to Michigan because I'm very sick and last minute appointments will not work with my schedule. No protection has been afforded to me and my state of poor health as I was promised the floors would all be covered, none of that happened, no masks worn or even offered, dirty hands, etc etc A furniture repair company cannot fix the irreparable items at hand, cannot replace the missing pieces, cannot clean the furniture that was soiled and cannot compensate for the expenses that I incurred when I had to ship items to Michigan because the movers were in too much of a hurry to get out as evidenced all the debris, tools, etc that was left behind. I'm not sure what is being referred to as my "last day"? I didn't have to be out of my rental property for another 3 weeks. There were 3 movers and 1 of me and no indication was made that they were leaving after all there was "stuff" all over the place and no one would ever leave a customers house like that would they? I had to go out into the garage and yell at them to take items that were left sitting right in the middle of the garage. On the Move: Moving & Storage cut there original price and then contracted with another company for cheap labor and thats exactly what they got. ****** and ***** both know the extent of the damages they saw it with their own eyes...I think they did at least 50% of the damages...my belongings did not leave *** ********** Ct in that condition. In addition to compensation for items being shipped by consumer, I want to be reimbursed for the cost of paying for a repair person that was paid for already, I want items replaced that are missing or replacement value submitted, I want damaged furniture repaired, I want replacement value for items that are irreparable. Contracted company did not take all that they were supposed to for example a fan on a stand was sitting in the middle of the floor "are we taking that?" YES, everything left in this house needs to go! The problem is *** showed up to do the walk thru and then no information was conveyed on a personal level to the actual movers because he had to figure out who to subcontract to. Business Response /* (4000, 16, 2021/11/11) */ When Ms. **** spoke to ******* on 9/10 she was instructed correctly, as we do not accept claims until the bill has been paid. She was also told that she would have to submit a claim and when the claim letter was sent it stated that it takes 3-6 weeks from the claim form being submitted to resolve the claim. The claim was submitted to On the Move on 9/30. No one ever told her that we would immediately have a furniture repair person come out. We did not set up the furniture repair man in response to the BBB claim. I reached out to ****** ******* with ********* ***** on Monday 10/25 to schedule an inspection on the claimed items and to provide estimates on the items that he could fix. The BBB claim was sent in 2 days later on 10/27. I have e-mail correspondence with ****** if needed. Ms. **** sent in the claim form on 9/30 and we had a repair person setup by 10/25 which was well within the 3-6 week range that we stated that we would have someone there. When I began working on the claim I went through the same process we do with all claims. I reviewed the contract to confirm the level of coverage that the customer had. Next I looked at the pictures and noted the items that I believed could be cleaned or repaired, as well as the items that would need to be cashed out based on the level of coverage the customer had signed and paid for. After determining the items that I thought could be repaired I called the repair company to do an inspection. If that would have been allowed, next we would have viewed the inspection and estimate and used that information in addition to the items that I had already determined couldn't be fixed based on pictures and we would have drafted a claim settlement letter to Ms. **** that would have compensated her at or above the level of coverage that she received. The customer selected and paid for Depreciated level coverage which is covered at $2.25 per pound for the net weight of lost or damaged items. This level of coverage does not require that the company try to repair the items. However we were willing to send a repair person out to see if they were repairable anyways. In the last response we provided I covered why the other items had not been picked up because the customer did not make us aware of any additional items until the day she had to be out of her house 3 weeks after the original pick up date. Had we been made aware of those items with any advance notice we would have been able to pick it up. We just didn't have room in the schedule for a last minute request and that would have been the same for anyone as we were fully booked out 3-4 weeks in advance at that time. Again, I do not think that we are responsible for the shipped items. In response to the customer settlement proposal, On the Move does not assume liability for the shipped items. We would like to receive a copy of the receipt from the furniture repair company so we can verify that it was done and confirm the amount. Ms. **** wants furniture items repaired and we are willing to get an inspection done to see what can be done there. Lastly she said that she wants replacement value for irreparable items, and based on the level of coverage selected we would cash out those items at $2.25 per pound. I hope that we can move forward with this claim and settle it. The only way that will be possible is if we are allowed to complete the process that is stated above. Our ********* repair man needs to be able to inspect the items, the customer needs to send receipts for the previous repairs, after all of this we will determine a settlement amount and send that to Ms. ****. Consumer Response /* (3000, 21, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the fact that I had to pay for shipping pictures from the walls because my car was stuffed with items that could have been taken by the moving company as contracted to take all items...as ***** said to me when I asked what I should do with a box I had sitting on the floor between us, I was trying to help the entire time, he said "put it in your car". Wow! Just Wow! In God's grace and mercy the pictures arrived safely because the shippers were professional *** & **** ******* in Hendersonville, TN. I've left two(2) messages for the furniture repairman and he's not returned my call to date. Attached is the basic repairs done by ******* ********* repair, he didn't repair more of the "dings and dents". Please see attached receipt How Godless can people be to want to pay by pound the the things irreparable and irreplaceable. Business Response /* (4000, 23, 2021/12/09) */ We have already addressed the items that were Shipped. We moved all items that were tendered to us on the Day of her move 8/16/2021. The claim Settlement is based on the options chosen by the customer and signed on the bill of lading.

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