Coutu Bros. Moving & Storage Reviews (%countItem)
Coutu Bros. Moving & Storage Rating
Address: 2 Greco Ln, Warwick, Rhode Island, United States, 02886-1291
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We used Coutu moving company in April 2019. Recently, I went to the basement to retrieve my toddlers winter items. These items were packed in a clear container and contained brand new ***’s, brand new ***, brand new *** and *** shoes all these items were in the original packaging and were visible through the clear container. I specifically remember seeing this being loaded onto the moving truck by the movers. Fast forward weeks later I go into the basement to get the *** fine bone china set to use for the upcoming holidays, this box was labeled “fine bone china/*** crystal gobblets” this box is nowhere to be found although my fiancé and I remember the box and description. I am sickened to know that my property has been stolen. I’ve filed a police report of the stolen items
The customer hired Coutu Bros. Moving & Storage for her move on 4/26/2019. The move was completed swiftly and professionally by 3 background checked and drug screened men. This customer has NOT reached out to our company since before her move on 4/26/2019. We have not been contacted in any form by the customer, as the customers primary action was to write numerous slanderous reviews (Beginning on 11/15/2019) on social media before even attempting to notify us of any claims. The customer writes in her complaint that "Fast forward weeks and I noticed my items were stolen" - Please note that there was also a 7 month gap between the date of this move, and the first reviewing claiming that we stole her items. In the customers initial review on ***, which has since been deleted, she began the review by stating "Although I have no proof..". Immediately upon reading her review, I reached out to her to ask about her move since she had not given us her name (Her *** name was different than the name on this review) or the date in which she moved - she failed to provide any information regarding her move and I had to find all of this information out myself. I would like to make it clear that this customer, to this day, HAS NOT attempted to reach out to us regarding her claim and accusations. I stated to the customer that we take claims of theft very seriously and strive to be transparent in this process. I also stated to the customer to file a police report if she felt that it was necessary, to which she responded "and what will that do at this point?". In the Revdex.com complaint, the customer states that she has contacted the police which is also false, as we have yet to be contacted by any police department. I responded to the customer by asking what her preferred resolution would be since she stated herself that she has no proof, to which she responded " At this point I understand that not much can be done. The purpose of my reviews were to make others know to not pack valuable items in clear containers". The second point of contact with the customer was yet another *** interaction (11/23/2019) when the customers husband as he continued to post reviews making accusations of theft. I responded to the customers husband stating the same thing that I said to his wife 8 days prior. The customers husband also deleted his post upon my response. There is absolutely zero evidence that a theft occurred during the move on 4/26/2019 - yet the customer has chosen to post slanderous reviews accusing our men of theft, 7 months after the move was completed. To conclude, there are numerous false statements made in this complaint. The customer never reached out to our company as of 12/3/2019. I personally reached out to the customer following the initial review which she deleted, and I also responded to her husbands review in which he has also deleted. All responses to this customer have been deleted by the customer. The customer has completely disregarded our claims process and has yet to formally notify and contact us about this claim. Also, if the customer has truly filed a police report in which they claim (as I recommended to do if she felt the need), we have not been contacted by any police department as of 12/3/2019.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Regards
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
I am disappointed to learn that the business has responded so inappropriately. Coutu Bro moving company claims a police report was not filed, a report was indeed filed with *** Police in ***. I hope my review will be visible for other consumers to see as I don’t want other people’s property to be stolen, there are other reviews that state their property has been stolen as well on other sites. This business does not deserve a A+ rating from the Revdex.com. How can I assure my review of this business will be public? I will also reach out to the other consumers to make sure to share their experience as well, as I’m not sure they are aware they are accredited by the Revdex.com. Very unfortunate situation all around, the business could have at least done an internal investigation like I requested prior to this complaint.
Regards
Coutu moved us from our home in Warwick RI to Katonah NY on January 31 or February 1 of this year. Their truck broke down on the way, so they had to transfer the boxes to another truck. Over the following weeks, my wife and I emptied all the boxes and noticed one or more were missing -- sadly, these boxes contained family mementoes (my father's boyhood stamp collection, my daughter's first shoes). I called Coutu and told them -- they said I confirmed that their truck was empty when they departed. Little did I know that they did not take a box inventory (such as by tag) but did so fully by sight. I filed a claim (non-financial) and they doubted my honesty. Since then I've called them twice and they have not returned from calls.
We have answered this customers complaint verbally and in writing last month. As stated in our written response, we did not come in contact with the items he says he is missing. The customer searched the truck before it left his residence in NY and stated the truck was " all clear" , nothing was left in truck before the truck headed back to RI. When the truck broke down, we backed up another truck to it to offload all the contents onto the new truck. I, as the owner, checked the truck myself, multiple times, as did the crew to make sure every item was offloaded correctly. The out of service truck was completely empty before we towed it to the mechanic. Every piece of equipment was even taken off it, it was one completely empty box. . The shipper claims he does not want any money back, he just wants his box found, I cannot give something back we don't have or ever came in contact with This claim is closed, for the 4th time now.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.] Once again, Coutu is saying they doubt my honesty , which is an awful thing -- they claim they never came in contact with the box, meaning I never shipped it to begin with. I was in the room when *** (one of the movers) was packing it and I don't lie or exaggerate. Every mover I've ever worked with has kept an inventory sheet (each box tagged upon packing and then upon delivery) and that never happened. All I'm asking for is to have them speak to me about one more step I'd like them to take -- at that point, I will drop my recovery effort. I would like them to ask the next user of their services (for both trucks), in the hope that perhaps they have an extra box. As we all know, I'm not asking for financial recovery; rather, recovery of remarkably personal items. Coutu has been casual in their response, and I wish they would take some responsibility and not claim that I'm not telling the truth. Just want one more call with *** and then we can resolve this. That's not much to ask. Thank you. ***
Regards
we did contact the next few moves we did after this delivery, we did all the forensic steps you inquired about, no one has any extra boxes that are not theirs. We are not calling you a liar, all were saying is we do not have the box your inquiring about.
[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.] Thanks for your response *** -- I was not aware that you took these additional steps. Thank you for doing so. Regards, ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards