ComplaintsforStudent Movers, Inc.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Six items were damaged and I witnessed three of items damaged. Danny (the mover) acknowledged two of them to me (3 & 6) and I saw three of them happen (1, 4, & 6). 1) Chest (Danny had the chest on a dolly and hit the door handle as he was coming through the door, which caused a noticeable dent.) 2) Bed (one support leg broken) 3) Stand (Danny said he lifted the stand by the bottom tile at the corner, breaking off the corner) 4) Media cabinet (Danny was moving shelves around and scratched the edges of the media cabinet) 5) Kitchen table (corner) 6) Desk (caused by Dolly handle - Danny pointed out.) The movers came 5/19 to evaluate the damage and weigh the damaged furniture. I told SM that I would be available after 6. However, I received multiple calls from Danny starting at 3:30PM and I wasn't able to answer since I was working. He kept texting me and let me know that he was waiting. So, I had to rush to get home ASAP so I wouldn't keep them waiting. The experience was very uncomfortable since Danny kept telling me that he was going to have to pay for the damage, kept offering me money and kept pointing out how heavy all the furniture is and I wouldn't be replacing it anyway. I didn't want to take his money at the time and Danny called SM so I could talk to a rep there. He wouldn't speak to her since he said she didn't like him. I wasn't sure what to say or do. I marked down the weight of the furniture. I would like to be paid for the damage but I don't want to deal with the mover directly as he made it feel like I would be getting the move for free. I felt like I was stealing money from him and it was very uncomfortable that I had to deal with the mover directly to get reimbursed. My furniture is still damaged from the move and needs repair but I'm not going to take money directly from the mover. Below are the weight amounts, which are estimates since I was very uncomfortable with the movers & situation. 1. 300 2. 100 3. 20 4. 200 5. 200 6. 200

  Business response

  05/20/2022

  I tried to reach you today to go over your BBB complaint as well as the damaged items and procedure that occurred with David yesterday. I want to apologize for the weigh-in not going appropriately on behalf of Student Movers. The contractor (David) is simply supposed to get the weight of the damaged items using the furniture scale and bring it back to the office for our complaints department to evaluate. I apologize for his misconduct and for him making you feel uncomfortable. I want to express that Student Movers will be addressing your damages and we want to make sure we are following the TX DMV regulations for $0.60 per pound per article. Can you please submit the weights of each item to us? You can reach me any time at 713-728-4900. I know that you said you wanted to wait to speak with Ronnie. Ronnie will be in office all weekend from 8am until 7pm.
  
  
  Thank you,
  Kathy
  Student Movers
  713-728-4900

  Customer response

  05/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I sent the correct weight of each item to Kathy and she sent sent the information the to appropriate department. Current pending reply.

  
  Regards,
  
  
   

  
  

  Business response

  06/01/2022

  Tell us whRe Claim #**********
  Dear Blake Mertins
  We have reviewed your records from your relocation on May 14,, 2022. Our records show that you made your claim on May 16 2022, and you did not take out Increased Carrier Liability; therefore we are reimbursing you at $0.60 cents per pound per article for the increased liability.
  

  Description of Item: Chest, Bed, Stand, Media Cabinet, Kitchen Table, Desk   Weight: 1,120 lbs Amount: $672
  

  Please sign and return this letter if this settlement is acceptable to you. We will then issue you a check for the refund. 
  

  “A claimant has the right to seek mediation through Texas Department of Motor Vehicle (TxDMV) within 30 days (excluding Sundays and nationally recognized holidays) after any portion of the claim is denied by the carrier, the carrier makes a firm settlement offer that it is not acceptable to the claimant. Or 90 days has elapsed since the carrier received the claim and the claim has not been resolved.”
  Sincerely,
  

  Student Movers Management
  713-728-4900
  

  I accept the settlement described above in the amount of $672
  
  
  Please return to us. Make sure we have the correct spelling of your name and the physical address you would like us to mail your check to.
  
  _____
  SignatureDate
  y here...

  Customer response

  06/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*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. ↩