ComplaintsforSummit Moving & Storage

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/01/2024 Summit Moving & Storage moved my three bedroom, two bath home furnishings from Houston Texas to San Marcos, Texas. As the upright piano was being brought in, I looked at the floor as I was directing them where to place it and there was no damage there. While positioning the piano, they must have dropped the rear left foot of the piano, resulting in a hole in the ceramic tile. I did not noticed the damage right away, as there were boxes and furniture everywhere, not yet arranged. My daughter noticed the damage after they left. I made a claim but it was denied, as the company relied solely on the word of their movers. The lead mover probably wasn't aware of the damage because he was on the other end of the piano, but one of the two on the end where the damage occurred has to know about it and will not confess. I have obtained a quote of $150.00 to replace two tiles.

  Business response

  02/23/2024

  Dear BBB, thank you for bringing this complaint to our attention. At Summit, we aim to provide exceptional moving services to our customers and are sorry to hear about Ms. ********* claimed damage. Our movers are trained to handle items with the utmost care and after conducting a thorough investigation, we have found that a couple of variables have made it unclear how to establish a clear-cut responsibility on our part. While we understand her frustration, it's important to note that the claimed damage was not reported during the move while Ms. ******* was present during the placement. The movers provided detailed accounts of their conversations with Ms. ******* regarding the placement of the piano, making it highly improbable that this occurred in their presence. There was another outside party (non-movers) involved in moving and repositioning the piano after our movers left, which could have contributed to the incident. Nonetheless, we value her satisfaction and are committed to resolving this matter. We are currently working with Ms. ******* to repair her claimed damage and currently awaiting her response to getting it finalized. Thank you for your understanding, and we remain dedicated to providing excellent service.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Summit for a move I was doing between Fort Worth into the Houston suburb of Conroe. My move started off as a disaster - the movers arrived over 6 hours after it was estimated that they’d be there, meaning my move wasn’t done until late into the night. It was an out of city move which meant I had to then go drive multiple hours to my new home in the middle of the night. They showed up the next day late, MANY of my items were damaged or broken, they didn’t put back together the things they’d taken apart because they’d forgotten or lost their tools and somehow no one else on this 4 person crew had tools, and just left furniture unbuilt sitting in the middle of my living room. When I was told by a crew member that they’d come back the following weekend to put together my stuff, I was lied to. It was never done. I ended up having to hire an handy man out of my own pocket to actually put furniture back together. They also caused significant damage to the house itself, holes in walls, scratches of paint etc. This wasn’t even the biggest problem. The biggest problem is still ongoing with me trying to rectify this mess. First I was told that they don’t give any refunds, and that I somehow, as the customer, should’ve known that I needed to make some sort of claim to have my furniture rebuilt (that their movers took apart and then failed to rebuild?) and regarding my property damage they’d send out a handyman. I let it go and said that as long as a handyman came and fixed up the walls and damage it would be fine. I followed up endlessly and was told this week they’d be arranging to send someone out. Suddenly today I’m being told actually they can’t do that, they need to file a claim. I have been lied to and given the run around for over a month and I plan to file a lawsuit in relation to this matter.

  Business response

  01/19/2024

  Thank you, BBB, for allow us the opportunity to address this complaint. Ms. *****, we are so sorry to hear that you felt you did not have a great experience with us but thank you for allowing us the opportunity to resolve your claim. Our records indicate that we were in constant contact with Ms. ***** prior and during the out-of-town transit due to an unanticipated delay. Per your conversation with customer service, you ok’d the new ETA for 3:00- 4:00 pm and we arrived within that window, the job ended at 8:53 pm. We confirmed the next day arrival window for 11:00 – 1:00 pm and the job started at 11:56am. While we understand this process may feel frustrating, a written claim must be first filed and completed before dispersing payment. We received an email alerting us of the claim and quickly started addressing her concerns and advised that our crews are not permitted to make scheduling or claim decisions. This was also addressed internally and handled with further training and disciplinary action for the crews. As a moving company, any claims for lost or damaged items must be filed in writing and there is a state regulated amount for claims which is .60 per pound per item, to be resolved within a 90-day period. Regarding the surface scratch/dents as shown in the pictures you provided, scheduling our contractors was challenging during a busy holiday season. You explained you also had a busy week and delayed getting back to us. We’ve remained in constant communication and provided options in effort to move the process along. 
  
  While we understand the frustration, and despite the threatening emails and legal threats, we are continuing to work with Ms. ***** to expedite her claim in professional manner, and with the scheduling availability of the first available contractor so it can be addressed as quickly as possible. We thank Ms. ********* for being our customer, as we value all our customers. Again, we sincerely apologize for any inconvenience or claim surrounding the move and will continue working with her to resolve it. Any time-stamped documented conversations between Summit and Ms. ***** can be provided at the BBB's request. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩