ComplaintsforHeroes Moving and Storage

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We enlisted Heroes Moving and Storage to move us on February 9, 2023. This was our third time using them so we didn't hesitate to call. My husband is a vet so we try and support our local companies that also support veterans. The day was a little ***** from the start. The real issues surfaced when the movers communicated they couldn't get a desk down. They moved it up two years prior. My husband and brother in law moved it down in less than 10 minutes after renting a truck. That was the first issue. Then, towards the end of the move, my dryer was dropped off of the truck lift. The company agreed to have it repaired but my concern is that the life of the dryer has been impacted and therefore a replacement of equal quality is in order. I was also told that it wasn't that big of a deal. It is a big deal! As far as the desk situation, we were reimbursed for the cost of the extra truck rental. I wrote to the *** regarding the dryer and have not received a response. The repair is supposed to be complete on Monday, March 27th but the dryer is not running like it did before it was dropped. Therefore, I am seeking assistance for the most appropriate resolution which is a replacement. I have been very disappointed with the lack of customer care. My realtor has also has some other complaints about them and will no longer be making referrals.

  Business response

  04/04/2023

  
  I would like to start by saying we are sorry that we were unable to safely move the desk and that the dryer received some minor damage.
  
  I would like to address the issue of not being able to safely move the desk downstairs. When I called ****************** to discuss her claim, she told me that the crew had come downstairs to tell her that they couldnt safely move the desk downstairs. They had asked her to come upstairs so they could show her the issues they were having, and she said she told them that she didnt need to come up there and trusted their expertise and said dont worry about it and to just leave it.
  
  We did go above and beyond and agreed to reimburse ***************** for the **Haul they rented to move the desk and other items that they were moving on their own. She originally told me it was $30, and I agreed to reimburse her. She called me a couple days later and told me that her husband said it was actually $95 and I agreed to pay that amount too.
  
  The movers followed their correct procedure. When they are moving an item and they feel it is a tight space that would pose possible damage to the piece or the walls then they are to go tell the customer and have them come and inspect the issue. She declined to look and told them it was ok to leave it. I cant speculate on why they couldnt move it, but the homeowner was able to. These crews go through a thorough training process and move all kinds of furniture 5-6 days a week. It had to be more to it than the homeowner simply picking it up and moving it. The crew had no reason to make something like that up. They work very hard for us, and they work hard to earn tips. Her inventory had 66 items to be moved and it would not benefit them in any way to move 65 items and leave the 66th risking losing a tip for the day.
  
  Concerning the damaged dryer, ****************** stated that the dryer was dropped off the liftgate. I want to clear up some confusion, the dryer did not drop off the liftgate, it actually dropped onto the liftgate. The liftgate was off the ground about a foot or so and they were holding the dryer by the endcaps, against their stomach trying to tilt it and lift it up to get the edge of it onto the liftgate and then slide it all the way on. That is when the end caps broke, and they lost their grip and the dryer dropped upright onto the liftgate. 
  
  I would also like to address her disappointment with the lack of customer care. The timeline below will show how quickly we have responded and the steps we have taken to do the right thing for this claim.
  
  2/9/23, Thursday ******************** notified dispatch immediately of the dryer damage and sent pictures of damage and dryer make and model, Kenmore, 2016 model#***.651. I ordered the dryer end cap the same day.
  2/9/23, Thursday Text sent from Heroes to ****************** asking how her move went.
  2/11/23, Saturday ****************** responded, not happy.
  2/13/23, Monday I called ****************** to discuss the claim.I told her I had already ordered the end cap and I would have our claims specialist scheduled to come and replace it as soon as the part came in. I asked if the dryer was working, and she said yes it was running fine. I told her that instead of sending our claims specialist to come out to assess the dryer, that I would send Richmond Appliance Guys out to assess the dryer and make sure there was no other damage.
  I told her we would reimburse the **Haul. She also couldnt find the skeleton key for her curio cabinet so I told her we had spare ones and that I would send our claims specialist out to try our keys and I would give her the one that fit. She stated she was happy with the resolutions I proposed.
  2/14/23, Tuesday Dispatcher texted and asked if Claims specialist could come out at 3:00 PM to try the skeleton keys.  She said that wouldnt work. The dispatcher said what day looks best for you? I will make it work. ****************** said tomorrow at 1:00 PM, which we accommodated.
  2/20/23, Monday morning I sent a text reminding her of her appointment with Richmond Appliance Guys.
  2/20/23, Monday ******** Appliance *** went out to make their assessment and they found that both the left and right end caps were broken. They did not find any other damage. They ordered the additional one and scheduled a date to go back and install them once the parts came in.
  2/20/23, Monday, after her appointment ****************** texted me and said that her husband was concerned that the force of impact from dropping the dryer would affect the life of the dryer in a way that hasn't surfaced yet.
  2/21/23, Tuesday We spoke with ******** appliance Guys and asked if they thought it was possible to have problems down the road. They said no that they didnt see any indication of other problems related to this.
  The parts came in and an appointment to install them was scheduled for 3/27/23.
  3/23/23, Thursday, - We spoke with ******** Appliance Guys and told them about ****************** concern with the dryer and asked them to do a test to make sure the dryer was running and heating properly when they went to install the parts on the following Monday.
  3/27/23 Richmond Appliance Guys went out and installed the 2 end caps. They tested the dryer and found that it was operating good. I have attached their invoice stating the results of the test.
  
  We know the ******* want a new dryer; however, our insurance company deals in facts and not what ifs. The fact is that the dryer has been repaired and was found by a 3rd party professional appliance company to be in good working condition.
  
  Again, we are very sorry that ****************** had the damage to the dryer and the issue with the desk. We are trying to do the right thing by repairing the dryer and reimbursing her for the **Haul used to move the desk.
  
  
  Thank you,
  *****************
  VP of Client Relations
  Heroes Moving & Storage
  *************************************** B
  ********, ** 23230
  O:************
  DL:************
  ********************************
  www.heroesmovingandstorage.com
  
  

  
  

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