ComplaintsforStewart Moving & Storage

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not do any business with Stewart Moving - my neighbor did. However, during their move into the neighboring house, this company demolished a brick wall, plant bed and hard-wired light at the end of the driveway that I share with said neighbors. I have photos that show the damage - and the incident as it was happening in real time. Both my husband and I spoke with the movers that day and have been following up with the movers and the claims department ever since. I provided a quote for the repair, they would not accept it, found their own repair people, and then when the appointment for repair was to happen, Stewart Moving cancelled the appointment and I have been trying to get an update ever since to no avail.

  

  Business response

  08/31/2023

  ******************: We are diligently working to reschedule the repair services.  We genuinely do not know how or why the initial appt was cancelled but we are looking into it.  In the meantime, please know that we work within the 120 day timeframe to get any and all repairs completed in a property damage claim such as yours.  We sincerely apologize for the accident involving your property and request your patience as we continue working on the resolution.  

  Customer response

  09/03/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************
  
  
  
  
  

  Customer response

  09/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The damage occured on May 17.  I reached out to the company, Stewart, on June 30 with a quote in hand to get a local company to make the repairs.  ************ rejected that quote and is now trying to reschedule an appointment with a company who is located over an hour away, who Stewart already made and then cancelled that appointment with, and no resolution or solution has come to fruition at this point.  They keep stating 120 day time period, but the damage has clearly been documented as at the company's fault and they keep beating around the **** to resolve the issue.  
  
  Regards,
  
  ***********************************
  
  
  
  
  

  

  Business response

  09/14/2023

  We are very understanding of the desire for this to have been rectified already but we are also at the mercy of third party providers, We have reached out to additional professionals as well to try and expedite a resolution.  We have been communicating offline with the complainant and having to also manage a conversation here seems repetitive but hope that it is helping

• Initial Complaint

  03/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ORDER NUMBER ****** DATE OF MOVE NOVEMBER 1, 2022 there are three boxes that were not delivered but were packed on the truck. I did not realize this until all the boxes were unpacked. I talked to ****** and she told me to file a claims and that the missing packages would be investigated. The item in one boxes was a large christmas manager display that originally cost $350.00. The other boxes contained all placemats that I purchased throught the years - estimated value $200.The third box contained five drapery rods and a winter window shield - value $250.I assumed that these boxes must have been delivered to the first address the moving van delivered to. I Know for a fact that there was some boxes that were on the truck when my items were being delivered that were suppose to be delivered to the first address.I am hoping to be able to have my boxes recovered from the first delivery. The storage company will not cover the loss since I could not identify the box numbers. I had 100 boxes that had only a sticker on them. I dont have the boxes to identify numbers. I sent them a copy of the original bill of lading with the 0rder number on it. I purchased the insurance policy for full reimbur a I have sent many email asking for help and no one has answered me.

  

  Business response

  03/30/2023

  **********************- We show a steady stream of communication notes in our system as well as a settlement letter dated 3/10/23 which should have reached you by now.  If you have not received it- the best way to communicate with the claims department is via: *********************************** 
  We realize that we have not been able to approve all parts of your claim.  Please know that if you disagree with our findings & settlement, you can have us revisit it with any additional information you're able to provide (like box inventory #'s) or file for arbitration as an escalation.  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In order to save time and conserve spaces this is where things stand right now. I've also attached this in a word document in case there isn't enough space. From: L. ***** Sent: Friday, February 25, 2022 7:39 PM To: [email protected] Subject: **** ***** Claim Order 190692 Claims Department, Per your direction in the correspondence dated 02/21/2022 which included a $*** settlement check I am communicating with you through the email address provided. While I appreciate you reaching out and providing what you believe to be a fair settlement, I am not in agreement and will be sending your $*** check dated 02/21/2022 drawn on Village Bank Midlothian back to you via certified mail by COB Friday 03-04-2022 to Stewart Moving & Storage / 200 Wylderose Court / Midlothian, VA 23113 as this is the return address on the envelope I received form your company. In October 2021 I paid ******* *********** *** $*** for the dirt alone. As for your assertion that repairs were “not allowed” to be accomplished that is incorrect. My previous email dated 01/31/2022 10:58 am clearly states that it could not be done on the date and in the month the restoration company wanted to perform the repairs due to weather. If someone can explain to me how snow on the ground the day before they proposed to come (02-02-2022) does not indicate that the ground may be or is frozen or at the very least not optimal to perform repairs I would be happy to listen. The weather report will show that for the 2 days following the proposed date of repair it rained. As grass seed needs to be replaced as well I’m willing to listen to a professional lawn company as to how it will germinate in ground temperatures below 50 degrees. I would have like to see the breakdown in cost from your restoration company as to how they arrived at $*** for total cost. I was and am in no way unwilling to let your restoration company perform the work. I was and am unwilling to allow it to be performed during win

  

  Business response

  03/21/2022

  Hello Ms. *****,
  
  We are in receipt of your complaint, as well as your returned check.
  
  At this time, we have reached out to the inspection company that inspected your yard for the damages that occurred on 01/06/2022. The inspection company that came out, has advised they are willing to complete the repairs, and invoice us for the repair cost, once the repairs are completed.
  
  The inspection company determined there were “1 set of 2 tire tracks, running 30” long on the right side of the hard drive. Surface area of this section of yard 6’ x30’ appears to have been recently excavated and seeded.” The repair company advised they would fill, level, seed and saw. They also advised the weather conditions would prevent them from doing it the day of the inspection however, they were willing to arrange for a better date and time to complete the yard. Now that the ground is no longer frozen they are willing to set a date to complete said repairs.
  
  While we apologize for any damages occurring, and any inconvenience caused, we are willing to work with you to bring this matter to a close. If you elect you do not want the inspection company to complete the repairs we are willing to negotiate a settlement cost, provided documentation to substantiate the claimed amount is received.

  Customer response

  03/21/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

  I am electing to have the repair company come out and repair the damage. 

  
  Regards,
  
  **** *****
  
  
  

  
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Picked up merchandise from original location located at *** ***** **** * **** *** ****** On July 2,2021. Held in their storage until October 11, 2021. Delivered to *** ***** **** ****** ********* *****. Charged me over $********!!! Original quote was $ ******* . Due to COVID and lack of labor getting my home built, Stewart had no compassion for the fact that I had no control over the fact my home was being delayed due to these issues! When they delivered my items they cut my brand new by all foors in several places, broke my smart t.v42”. Lost my bed rails to my beds, broke my porcelain collectible, lost the screws to me dining table base, busted many totes broke many more items, busted my chest of drawers and if you will review the pictures you will see they thrower stuff in my garage on top of each other!! I am 74 years old and handicapped. It is impossible for me to undo the damage the have caused. When I reported the damage done they informed me that I had 30 days to file a claim. When I asked for an extension they informed me that they do not extend the time. The pictures does not tell the whole story because I have attempted to move stuff to unpack still finding damaged items. I feel the are waiting for the time to expire so that they have to do nothing!! Please help me get this resolved. I have made a claim to them for over $******* and it is still adding up. They claim to have an adjuster but are not answering my calls. Anyone thing of using Stewart Moving and Storage beware!!! Stay away!!!

  

  Business response

  11/17/2021

  Ms. ******- We are very sorry that your new home was delayed and the stress and increased costs that you incurred because of those delays.  Painting us as a heartless organization couldn't be further from the truth.  COVID has caused these same issues in closing delays for many families across the country.  Our goal is always to serve our clients, remove all the stress and challenges that we can, and do all the heavy lifting for them.  We worked tirelessly with you to accommodate your changing circumstances but as a business- we are unable to provide those services for free.  Your increased charges came from the added services, as the actual weight of  your shipment was about 500-600 pounds less than estimated.  
  The pictures you attached just appear as black boxes to us; but we've also checked in with the claims department for the status of their process.  You filed on 10/14, within the 30 day legal deadline and is currently in the review process.  Claims can take up to 120 days to process because of the 3rd party inspections take time- which is exactly where your claim is in the process; waiting on inspection.  
  We always regret when any customer isn't happy with our services- we have built a moving company that is so focused on the care of it's people- customers and employees alike.  Please accept our apologies that your move wasn't without incident- although, much of that was out of our control.  We wish you the very best settling into your new home

  Customer response

  11/17/2021

  No offer has been made for replacements of broken and damaged items. I expect consideration for the loss of my items. I am a 74 year old handicapped lady and the mess this  mover left me in was inexcusable. An apology does not do it. Some of my items were priceless and belonged to my deceased Mother.

*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. ↩