ComplaintsforNorth Texas Contents

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  moving company moved us back into our house on 12/5/23. There was items broken, damaged, and black mold on 2 mattresses and 1 twin bunk bed wooden slates. My items were to be stored in a climate controlled setting, however you can tell there was water damage. My lamp shade has a water line on it, the mattresses that had black mold and smelt like cigarette smoke plastic it was wrapped in was wet. Two items were to be fixed and I have not received those item to date (1/16/24). Moving company, North Texas Contents, agreed to replace 2 items and then reimburse me for the damaged items. The agreed amount was $8335.78. The insurance company paid us $6616.63 and North Texas Contents stated for us to keep these funds and they would pay us the difference. I have been chasing via emails, texts, voicemails to understand when I will be paid the difference and have the two repaired items returned to me and I am not getting a returned responses. ************* who works for North contents that was on an out of office contact I spoke to today 1/16/24 told me he has no authority to make the decision and does not know why ************************* or ************************* are not responding. He also stated he was not going to return my fixed drawer until he had a status on the other item to be replaced (hurricane glass).

  Business response

  02/01/2024

  We are sorry that your experience was negative with our company. We did this job due to a water loss in the home and the mold found was a result of high humidity and water damage. The mattresses were wrapped in mattress bags, so over the course of storage, the mold damage became present. There was also markings on the bed slats when we packed the home and the mold damage continued to grow. We do store all our customer's items in climate controlled storage. When we tried to explain how rare it would be that just these few items have damage, the customer would not listen. We understand how upsetting this is, especially after we also damaged items. We sent in a report for her insurance company to reimburse for those items. 

  The items that were broken from our team, we offered to have repaired. The customer would not agree to the repair cost or a vendor to **************. She only wanted brand new items. As a company, we are only liable to give $0.60 per pound for a broken item but wanted to do the right thing by our customer and let her keep the final payments from her insurance company. We never had an agreed amount of $8,335.78. That was the demand from the customer. 

  The drawer was returned on 1/18 and our employee was not trying to hold the item, just get everything needed to close this job. We tried to go above and beyond to pay for the items and do the right thing. This customer should have been paid $8,082.68 for the delivery from her insurance company and an additional compensation for the water damaged items of $1,873.81. So from the demanded amount owed, she should have $9,956.49 (an overpayment of $1,620.71) We have not attempted to collect the difference from this customer and do not intend to. No matter what we did, it does not seem to be enough and for that we are sorry. 

  Customer response

  02/02/2024

  I am rejecting this response because:   The statements provided by the business are false. The mold was not created due to the flood. As you can see from the attached photo as an example, the lamp shade that sits on top of a dresser that was no where near the water damage has a water level line which was after the item was moved from my home. This photo shows wherever my stuff was stored had water issues. Additionally the mattresses were dry when packed out and also not impacted by the flood.
  

  The $8k agreed mutually upon. I did except fixes for two items. I was not paid anything from the insurance for furniture damages. This company submitted extra ********* time that the insurance approved. I was told to use this money to cover the damages. I was not paid $9k as stated. Im still shorted $231 from the agreed upon amount. Essentially the business used the insurance moving money to cover as much of the damages as they could.
  

  I did receive the drawer back, still waiting on one hurricane glass. 

  Business response

  02/16/2024

  I am happy to help clarify any discrepancies that BBB may have in this case. We have done a thorough walkthrough of our facility and see no signs of water damage in the space where our clients items were stored. We were called to move this clients items due to water damage in her home so signs of water does show up over time. We never had an agreed payment amount so I have nothing in writing to prove that I accepted the $8,322.38 as payment in full for the damages. As I stated in my last response, the client needs to reach out to her insurance company to receive payment for the items damaged by water and I am not attempting to collect any difference. I believe this matter is closed but will help any way I can if more clarification is needed. 

  Customer response

  02/16/2024

  The comments made by the business are false and therefore cant be satisfied/ accept their comments. My biggest concern is this will occur to another customer. You can see from their first and second statements are not consistent. 
  

  I do not wish to go back and forth. However I am still missing my hurricane glass they stated they would replace. 

   

  Customer response

  02/19/2024

  I am rejecting this response because:   

  The comments made by the business are false and therefore cant be satisfied/ accept their comments. My biggest concern is this will occur to another customer. You can see from their first and second statements are not consistent. 
  

  I do not wish to go back and forth. However I am still missing my hurricane glass they stated they would replace. 

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