Callahan Brothers, Inc.

Review: Our Steinway grand was one of many items significantly damaged in the move. The movers took apart pieces of the piano they should not have, dropped part of the piano, used wrong tools to reassemble it, reassembled it incorrectly and caused obvious damage to the piano. The movers chipped, delaminated and gouged the piano. Our 30 year old piano, the replacement value of which is over $70,000, is in very good condition and the scratches from normal wear and tear could hardly be noticed by a lay person, unless they were to look very closely. Joyce Van Lines sent out 3 different people to examine and repair the piano and all 3 said that if only the damaged parts were repaired, the refinished portions would not match the age of the piano. We would not be happy with the result and the piano would be devalued. Nevertheless, Joyce only wants to cover the cost of repairing just the damaged parts and offered us $2,000 as a settlement (after initially offering only $400). It would cost $13,000 to refinish the entire piano.We acknowledge that refinishing the entire piano would improve the piano's appearance. However, if the movers had used proper tools and were experienced in moving pianos, they would not have damaged the piano and it would not have to be refinished at all. Offering to cover the costs of refinishing only the damaged parts would put us in a worse position than before the move.We have reached a settlement on all the other many significantly damaged items. We very much want closure after 10 months with respect to the piano, the only outstanding issue. Joyce Van Lines should not move pianos. They did not use a skid board or a piano cap and they had to even borrow our hammer. They damaged a valuable item and should put us in a position at least as good as before the move.Desired Settlement: So that the refinished parts of the piano do not contrast with the rest of the piano, we will follow the advice of the 3 people sent out by Joyce Van Lines and refinish the entire piano. The third party who examined the piano was a Steinway employee. Steinway provided a quote of $13,000 to refinish the entire piano. We would be willing to split the difference.Separately, Joyce owes us the reimbursement for the third repairman's visit which they arranged and promised to repay us: $164.30.

Business

Response:

Response:

Joyce did load, haul, store and deliver the [redacted]’s piano on the proper piano board using the proper equipment. We sent 2 different repair firms to look at the damage. Both repair firms confirmed minor damage of $400.00. Steinway’s repair estimator was $2,000.00. In good sprit we offered the cost of the Steinway amount of $2000.00 to resolve this claim. The [redacted]’s need to sign our release in the amount of $2,000.00 and mail to the claims department by 4 PM Friday, March 14 or I will rescind my $2,000.00 offer to settle, that was $1600.00 too generous. Respectfully, Will Joyce Owner

Sent on: 3/12/2014 2:28:05 PM

Consumer

Response:

Review: [redacted]

We witnessed the handling of our piano -- the movers did not use proper tools. They did not use a piano cap and they had to borrow our hammer which never should be used on a piano. [redacted], the Steinway repairman sent out by Joyce Van Lines, confirmed that the movers took apart pieces of the piano they should not have, dropped part of the piano and reassembled the piano incorrectly. As a result of their negligence, the movers damaged the piano.