Diamond Van Line Inc

Review: My husband and I decided to use Diamond Van lines to move my stuff from Connecticut to California. I don't know the exact date, but I spoke to [redacted] in regards to moving and how much and cost. At this time I explained to him that my stuff was in a storage unit in Newington CT, and was not packed or prepared to move across the country. So after a few attempts I finally got an estimate to sign electronically for approx $1800.00 We then set up a date for pickup. I had to arrange with family members to meet Diamond Van lines due to I already moved out to CA. On the day of pickup,April 6th, our time was between 12 and 1pm for them to arrive. They did not show up until 3 hours later and no communication that they would be late. I received a phone call from my sister at around 5pm pacific time that the truck was just leaving. It took them approx 5 hours to load up the truck. After the truck arrived back to NY we found out that our moving price was now $3800. And we had to make phone calls and emails to find this out and that our stuff was not going to ship until they 70% of the $3800.00 So we sent western union. A month later and numerous phone calls and emails the stuff was finally loaded and shipped. This took over a week to get here after we were told this information. We received a phone call from the trucker at 11pm on Sunday evening 5-4. Telling my husband that we owed like $2200 more and that they woul call 6 hours ahead. We heard nothing until Mon 5/5 at around 5pm saying they would be approx two hours to arrive. They arrived at 8pm and stated that we owed $1400.00. We really only owed $1140.00 Paid $1300 on the day of pick up then send another $1360 to get it on the road. Myself the driver and my husband all tried to get in touch with someone with no luck. At 10pm the driver decided to off load. They driver also had no paperwork for me to sign or any type of list of the inventory that should be delivered to me. As they started to off load we noticed that all of my furniture was very damaged, and stuff was missing. We made note and took pictures of all the damage. The following day my husband got in contact with [redacted] and he was told they would do nothing for us until we paid the addtnl balance. At this point I don't believe we owe them any money. They damaged approx $5000 worth of furniture. Inconvienced my husband and I. Never got back to us about any of our inquires and after the truck was off loaded, we still have did not sign any documents about how much we owe or that they even delivered to us. They also did not finish until 12:30am. Also alot of my furniture was not even wrapped to be protected.Desired Settlement: I should state they this all happened with the NY location that I cannot find anywhere on line, All numbers and email bring us to the San Diego location.

I want them to find my missing stuff and ship to me. I want an accomadation for my time and inconvience. and an acceptable amount for all of the damage to my personal belonings.

They really should not deliver to people after hours if there is no one to communicate to for any issues at the time of delivery.

Customers work very hard for stuff and they way they treat it just not acceptable.

Business

Response:

We apologize for any inconvenience , especially any damages or missing items as we strive and pride ourselves on excellence. Once client submits in writing what the damages are, along with photos of said damages, we will gladly offer them reimbursement based upon the basic coverage of insurance that they had for their move.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not happy with the response only because we are not having any luck with the NY office responding any longer to our messages. How exactly do we file a claim if we have no idea where to send the information to. I also do have a string of emails from [redacted] in you NY location stating that they are blaming the damage on the delivery drivers, which is not the case. They delivery drivers did not damage any of the product moving into our home, all was damaged as it came off the truck. I need the contact to someone that can actally asisst us filing our claim. Do we send vial email or mail. either way still need contact info. As stated before we are getting no help from the NY brank. [redacted] is the name I have, and whoever his boss is, he refers to him in his emails.

Regards,

Review: I contracted Diamond Van Lines to pick up my possessions in MA and deliver them to my new apartment in NJ. I repeatly communicated that it was important that my possessions arrive on Friday, 11/01/13. I was repeatly assured that this was no problem. That they could either pick up on 10/30/13 or on 11/01/13 and garuntee deliver on 11/01/13. I chose a 10/30/13 pick-up. I got a phone call on 11/01/13 saying that the truck would be delayed due to a breakdown. I communicated my concern that the parking permit I had secured would run out at 8 pm. I was assured several times by phone that delivery would be made by 8 p.m. I was also told several times throughout the day that the driver of the truck would call me. The driver never called me and the business stopped returning my phone calls.

At 10:30 p.m. on Friday I got a call from an employee at the company saying they could drop off the next morning. I asked what time so I could be home (as I had already waited at home for over 12 hours on Friday). I was told I would get a call back with the time within an hour. I did not get a call back and no one showed on Saturday morning. On Saturday I continued calling the business, but only got their answering service. Eventually my calls were returned and I was told my possessions could be delivered on Sunday monring. On Sunday, the company again did not show up. Finally, on Monday I got a call from the driver of the truck that picked up my stuff. He said he would be at my building after I got out of work and he was.

I'm very upset because I speicifically selected a moving company that offered a delivery on 11/01/13 and not a window. The move was only a few hundred miles. In addition, several items of my furniture were damaged, as well as light shade in the hallway of the building I moved into. I have submitted a claim through the company for insurance money for those items. However, it just added insult to injury. I started a new job on 11/04/13, so I was forced to go buy work clothes due to the company's non-delivery on Friday, Saturday, and Sunday. Most of all, I resented the lack of communication and the inability to return my phone calls in a timely manner.

I have been trying for several weeks to resolve this with the NY office of the company who actually performed my move and with the headquarters. Both have stopped returning my phone calls.Desired Settlement: I would like my money refunded. I paid them $1,250 to move my belongings and based on this nightmare, it wasn't worth one cent. I also want to make sure I save other consumers from a similar fate. I want to make sure other consumers know how horrible the customer service is at Diamond Van Line.

Business

Response:

While the communication was not the best, I explained this was because we were unsure of certain answers like delivery time as there were forces out of our control regarding this. he customer also called many times when the office was closed. Communication did occur when we did know of a delivery time. We were about 1 business day late for delivery for reasons out of our control. We offered the customer $300 for this and he is asking for a complete refund of a $1250 move. This request is beyond unreasonable and-therefore cannot be honored. The contract also gives us leniency on lateness in the event that we are late for reasons out of control, so by law this $300 is not even mandatory, but rather because his satisfaction is important to us. I personally have spoken tot the customer and asked him to be reasonable , he is refusing .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9824513, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Again, the business mis-represents things. I was promised deliver between 10 and 12 on Friday. I was informed that the truck broke down in Manhattan. I had not problem with this. I was assured repeatly (while the office was open) that the truck would be there by 8 pm and that the driver would call me. Neither of these things occurred. Also, the business has never offered me $300. This is the first time of this offer. The business offered me $100. I still feel $300 is inadequate. If the business is will to come much closer to refunding my money, I may be willing to accept less than the full contract. Due to a phone call I received at 10:30 on Friday night (day of the move) I stayed at my apartment waiting for the truck to deliver on Saturday. Similar situation occurred on Sunday. All told, I believe I waited for over 10 hours on Friday, approximately 6 hours on Saturday, and 4 hours on Sunday. In addition, without my possessions I was forced to buy new clothes for my first day of work on Monday. So I believe that my claim is reasonable because it includes damages for being without my possessions from Friday to Monday (3 days by my count, but 2 if one is being generous), 20 hours of my time (spent waiting in an empty apartment) and the cost of buying clothing to attend work on Monday.

Regards,

Review: diamond van line moved my home from long island n.y. to san diego ca.I received a quote but that tripled after my belongings were on the truck. my delivery as late and I was missing a new 50''plasma tv, paintings, and household items. its been 4 months. the n.y. office has nothing but excuses, I can not get their insurance providers information and the san diego office headed by ADAM is evasive and has done nothing to remedy this act of theft, insurance fraud, and down right blatant disregard for the general public. terrible . I lost 1000's of dollars and I am semi-retired.its going to be very difficult to replace my items and very expensive. I just can not afford to...Desired Settlement: its not going to happen.

Business

Response:

Regarding any damages , missing or claims, we will gladly file a claim and the customer will receive reimbursement based upon basic coverage of insurance they had for their move.

Consumer

Response:

It has been 6 months and still no insurance or resolve. Please investigate as this company has dozens of claims all with no resolve.

I have reviewed the response made by the business in reference to complaint ID 10004802, 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.

Regards,

Review: On 11/21/13 I agreed to an estimate for $1,401.52 to be moved from Connecticut to North Carolina from Diamond Van Lines NY facility. I asked was there any other fees/charges that would put me over the estimate that was agreed on and from the Rep ([redacted]) no (I have our correspondence via emails to this). I was to pay $100 deposit which I did via credit card and the remaining balance would be broken down in 2 payments. 70% was to be given the day of the move and 30% on delivery in the form of cash or postal money order. I was told the movers would arrive on the scheduled day 11/29/13 between the hours of 9am-11am. They said it would be between 3-4 days for delivery. I received a call that morning that one of the drivers was late and they would not arrive until 12-1 and they did not arrive until after 1pm. The movers started to load my things and I assume the head mover said they would give me a price once everything was on the truck.

I told him this was not what was agreed on per ([redacted]). I called [redacted] and she did not have much to say but she would call the mover. Nothing was resolved. At this point I had no other option because I had to be out of my current residence that day. One of the movers was unprofessional dropped my refrigerator while moving, broke glasses, and I was told to take it up with the insurance. I said I am not happy when how my things were being moved and the head mover, said to tell the others how I felt. My new price was $2,500 less some of my things that was included on the initial estimate. The mover said he would knock it down to $2,100 but I would have to give them a good tip ($210). I had to run to the bank to get more money, because the postal money order was for 70% of the estimate. I gave the 70% of the new cost and received a copy that $590 was owed on delivery. I asked him for a delivery time and he said 2-4 days.

Today is 12/9/13 and my things have not been delivered. I received a call that everything will be delivered tomorrow (12/10/13) and I owed $690 per [redacted]. I asked why and she said they never took the initial $100 deposit. I checked my credit card and it showed that the monies was taken from my credit card on 11/25/13. When I called back [redacted] was not available and spoke to [redacted], who said to send a copy from my credit card, which I did.Desired Settlement: I feel like I was scammed initially, the service provided was below standard, delivery time was not as they stated and I feel like they tried to scam me out of an additional $100, claiming they never received it. I am requesting for a refund in the amount of $698.48 for the additional charges I paid.

Business

Response:

Pick up and delivery times were performed accurately based upon the contract signed by the customer. There are no guaranteed days or times for either pick up or delivery, but rather a window of times. This is because there are things out of the control of our drivers that can delay shipments. [redacted] had indicated that as long as the inventory list and therefore volume did not change there would be no additional charges. When the movers arrived , there was indeed a change in the inventory list and therefore volume. This was the cause for this change, not based upon any other factors. The customer agreed to these new amounts in writing and verbally BEFORE we agreed to do the move. Had they did not agree they had the option not to move forward . Because of this we are unable to refund any monies related to cost of move.

Review: STAY AWAY! 2 Months still no delivery... Here was my experience with Diamond Van Line:

- I called Diamond's Brooklyn Office and spoke a man named [redacted]... I was very clear and explicit with measuring the boxes and listing all items to avoid any surprises on the day of the move. [redacted] assured me that if the list was accurate, that the quote given would not change. She quoted us $1450 (which included a $100 discount (Looking back, I believe this is a BS tactic to make you feel good and choose them because when they raise the rate on the day of the move, this discount is a mute point).

- Punctuality - They did not show up on the day the pickup was scheduled. They rescheduled for the following morning, but were late for that as well.

- Price - On the day of the move, they jacked the price almost 100%! The main mover guy took a look at our stuff and raised the price to $2100 without measuring anything. After about 90 minutes of back and forth, we agreed to $2500 because we had to turn in our apartment and did not have the time to look for another company last minute.

- Careless - The workers were very careless with our stuff while loading.

- Delivery date - On the phone [redacted] stated it would take about 5 to 7 business days for delivery. On the agreement it said "Guaranteed Deliver Date:15-30 Days... That was on March 28th....

After numerous phone calls with no response, my things are scheduled for May 19th.

Driver Calls me to mention a balance...I have spoke to someone named [redacted] and [redacted], and expressed to the both of them regarding them being outside of there guarantee date, and how will the compensate me... Again no call...

Someone need to shut this place down fast..

BOTTOM LINE: STAY AWAY from these guys and spread the word so no one falls for their dirty tactics. They do not deserve to be in business. They need to be investigated and shut down.Desired Settlement: I WANT A PHONE APOLOGY AND DISCOUNT ON MY MOVING EXSPSENSE

Business

Response:

Client did recieve delivery and was made aware and updated of any delays that were out of our control.

Review: So many issues- not just one!Do Not Use Them!!!!!!First I never received any email from them after their calls- the emails that talked about how the insurance works, etc. They called me before I decided to use them, but little after. The day before I got a call about them needing to change my moving date. I said I couldn't. They showed up over 2 hrs late. The guy- [redacted] was very pushy. Said I had to sign stuff before he would start working. I called the company to try and get the form that I was signing about receiving- I was told it was email, yet never received it. Due to them being late and the lack of time, I signed it so he would start working. My price was a quote I made while in another state. I over estimiated. He said I was locked in at that price. Did nothing to caculate. Said he could pack it so I would have more CF- so I was lucky to be locked in. I also called the company and asked for a cacualtion (never received).His inventory list lacked detail- everything was a labeled box, except for a TV/Comp/and Bikes. A lot were not boxes. Some had more then one tag on them. He only gave me 1/2 of my inventory list at the end, hence I didn't notice that he only wrote down 2 of 3 of my bikes. He stole my $3200 Mountain Bike. Also missing was over 10 boxes, which had my SLR (I love taking pics!!), GoPro, Expensive wine, and much more. I had them store my stuff. So I guess this provided extra time to steal my good stuff. Stuff arrived dirty and broken!Since this I have called tons of time and maybe 20 to 1 actually get a call back. I have all of this on record and even have pictures of my bikes at the storage unti. I even took pictures of the moving truck because it looked shady. Just like [redacted]!Very unhappy- I saved a long time for that bike and need a camera. Do not Use Them!~~~Police Report Filed! Over $5000 of my items gone!!!Desired Settlement: I want an SLR and Mountain bike

Business

Response:

We are not allowed by law to start a moving job until the paperwork

set forth by the United Sates Department of Transportation is signed. Please see

attached emails , in the email center that stores the emails sent to her .

She received the links she claims she never received in an

email dated 12-10-12 , “moving quote

from Diamond Van line [redacted]”, please also see the actual email opened up. The

links as well as the insurance and claims information that I have referred to

numerous times when speaking to her has all been made clear since this very

first email. See attached green highlights.

Furthermore, on move day we resent these links to her at her request on 2/4/13,

in an email titled, ”link for customer”.

[redacted] looked at the unit and calculate the volume in his

head , without writing anything down as it was quite basic to know the size of

the unit and then determine what percent

it is full. He explained this volume before we started and this was put on the paperwork

she is referring to that needed to be signed prior to loading .

The storage was a complete mess and was filled with small

boxes, and miscellaneous items . It was clear the customer was not prepared for

the move. Her photos can prove the absolute disarray of items, and that they

all needed to be repacked. We explained that in order to effectively do the

move we would need to pack items , dozens, and dozens of boxes, which the customer

did not want to pay for. We had no choice but to take all the loose items as

is, and this is the reason the inventory lacked detail. We do explain that

loose items are not recommended for shipping, and may or may not be covered in

a claim. The reason for this is, aside for instance of claims( as the items can be

lost), it is nearly impossible to create an accurate inventory. [redacted] has

explained that there was no camera, and the inventory does not show one , so we

cannot just assume that there was one. Same for the bike.

We have tried to do what we could to assist. I explained

this to the customer numerous times, I agreed that a police report should be

filed and I would cooperate with any questioning. Still no call from any police

or authorities. I am eager to give my statement and assist. I even offered to take

the customers word for it and come out of

pocket on the items and assume that they were indeed there and give her

reimbursement at 60 cents per pd, the basic insurance that she was made aware

of (see all emails).

She was not happy with this, and therefore she says we are not

addressing the issue. We have indeed tried to do what we could.

If we reimbursed everyone for their high priced items, awe

would pay thousands in illegitimate claims and be out of business. This is also

why we discuss in great details additional insurance, which is not pricey through

www.movinginsurance.com , however this option was not purchased in

this case and in many . While customer service

is important to us there is only so much we could do.

Review: On May 1st Diamond Van Lines of San Diego was contracted to movehousehold goods from Borrego Springs Ca. to Phoenix, AZ.Three sub-contracted men from the moving company came to my home and proceeded to pack-up my house hold goods for transfer.When the job was less than half way done the mover [redacted] informedme, ([redacted]) that in order to complete the Job he needed 10 morecartons that would cost me an extra $600.00. To write him, [redacted] a personalcheck for that amount made out to Him and to not "tell" his boss about thisrequest.! Since the job was not completed as contracted I felt compelled tocomply and did write a check for that amount. At that time I was in anisolated place on the Borrego Desert and because of rental agreement already in place in Phoenix needed to get this job done.I do have copies of this "cashed" check for the amount of $600.00.When my "stuff" arrived in Phoenix the next day, it was received by mydaughter, [redacted] at my new address of [redacted]. PhoenixAz. After going through the "stuff" delivered by the Diamond Van LinesIt was discovered many of my household goods was damaged. This was promptlyreported to the company CO [redacted].The biggest item damaged was my 46" flat screen t.v. also so many otheritems too numerous to list were reported to the CO [redacted].After several e-mails and phone calls. The company Diamond Van Linesoffered to pay $120.00 for the damages sustained in the move.I also reported the extra cost of packing by the employee, [redacted].The $600.00 personal check written under duress etc.The Co of the Diamond Van Lines offered no re-imbursement of these monies.He suggested to me that I should have notified the Sheriff at the time ofthe transaction. Now, picture this, I was alone with three strange men inmy home, needing to get this job done that day to get this stuff transferred as contracted (the next day to arrive in Phoenix AZ.)!This company owes me $120 for tv, plus $600.00 paid to [redacted].Desired Settlement: I would like to be paid the $120.00 for damagesplus the $600.00 paid to [redacted].totaling $720.00.

Business

Response:

[redacted] is one of my drivers, and

before he begins the job he must reassess the volume, services and packing that is needed. If there

is more packing than was originally discussed , there is an additional

charge. This policy is also explained on

the “binding” estimate that I left with

Ms [redacted] . On the bottom of the form it says ,”price is based on actual cubic feet

and packing materials and services needed”. It seems that [redacted] told Ms [redacted] more

packing was necessary, and instead of charging for such services through

our company as he is supposed to do, he pocketed the money. He told me NO more packing was necessary. I wish Ms [redacted] called me on move day and I would

have caught him in the act. Because our contracts and our paperwork doesn't

show this $600 anywhere for additional packing materials. I did not receive it . Ms [redacted] should have informed me of this as it was happening. I have no proof that

this happened, and when I asked [redacted] about it , he says Ms [redacted] did make a check

out to him, but it was for gratuity for him to split with the other laborers. If Ms [redacted] was dissatisfied, because I charged her $600 for additional

service , I would have returned the money to her because I value her as a

satisfied customer, but this was not the case. I would imagine if this was

really a concern to her , why would I not get a phone call as it is happening.

I can offer reimbursement at 60 cents per pd, for the TV, and 2 dressers. These said items equate to about 200 pounds, at the basic coverage of insurance, this equates to$120. I cannot offer reimbursement for the

additional monies given to my driver.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.

Regards,

Review: Another victim of Diamond Van Lines! On 4/21/13 I contacted Diamond Van Lines for an estimate to relocate from San Diego California to Las Vegas Nevada. Mr. Adam Dahan president of Diamond Van Line did a walk through of our home gave a quote of $4,691 and listed the requested "delivery date and period of time requested as 1-3 business days". On Sunday 4/28/13 the trucks showed up for the move. When presented with the contract the agreed delivery date was now changed to 15-30 days. There was also two insurance options of $6.00 a lb. or Option #2 of 60 cents a pound for lost, destroyed or damaged articles. When I asked the driver when is the delivery he replied the first truck will arrive on Wed. He could not tell me when the second truck would arrive. Later he confirmed either Friday or Sunday. Prior to loading the second truck they ran out of all supplies including blankets and boxes to protect our furniture. He explained everything would be taken to their warehouse in Pacific Beach and stored until delivery that they only had one truck. He then proceeded to hand me a letter stating their tipping policy of 10%. The first truck arrived on Wednesday as promised and the driver took my wife and I aside to inform us that one of the guy that loaded the truck was caught stealing some of our things and was fired. The driver's wife handed my wife her Luis Vuitton purse that was concealed in a box packed by my wife. Again I asked when the second truck would arrive. I was told prior to Sunday. On Friday I received a call saying the second truck would arrive on Monday. The truck arrived at 9:00PM on Monday night with a tiered driver, his wife and a small boy. The delivery was a nightmare. We were compelled to unload the truck, assemble our own furniture, any carry a majority of our things upstairs only to fined damaged goods, and that our boxes had been ransacked an valuables stolen. Adam repeatedly offered to replace my wife's gold anniversary watch, TV and lamp at 60 cents a lb. Never again!Desired Settlement: I would like all the other unresolved victims of Adam Dahan past and future to contact me directly by phone or email. And make my contact information available on this site.Thank you,[redacted]

Consumer

Response:

Yes I agee to send this complaint to Diamond Van Lines. My resolution request is still the $961.00 of additional out of pocket cost as reinbursement for stolen personal items and the fact we were forced to unload our own truck at final delivery at 9:00 PM.

Thank you,

Business

Response:

I came

out to do an in home estimate and after assessing the volume I determined that

Mr [redacted] would fill up the volume of 1.5 (one and a half) 26 foot trucks. I explained

that the cost for each of the trucks going to

Review: On April2, 2014 a representative of Diamond Van Line picked up 27 pieces of parcel from my home in Rosedale NY 11412. Among the parcel was an antique radio. The radio was removed from a garage on my premises and carried to the truck where I was told it would be wrapped in blankets and boxed. My property was stored by the company as I didn't have a home address and the company offers 30 days free storage. Upon delivery of my goods on May 20, 2014 the antique radio and a chair were missing. The NY representative no loner answers the phone. I called the company and spoke with Chris who told me about the reimbursement process. l sent an email and there has been no response.Desired Settlement: Investigate movers who did initial pick-up. If the item were properly wrapped no one would have known what was inside.

Find the radio.

If not found reimburse at current value of radio.

Reimburse for chair.

Business

Response:

We explained and put in writing, , and the client signed in their own handwriting that the coverage of insurance for any missing or damaged items is 60 cents per pd. This policy was explained before the move, once again at pick up and reiterated at a later point . Full coverage insurance was offered at an additional fee, which the client chose not to select this option. We therefore cannot reimburse these items at the full replacement cost requested by clients claim. We did explain that a claim will be filed and they will receive reimbursement based upon the 60 cents per pd figure.

Review: We signed a contract with this moving company - it was all inclusive and it was stated to us that all disassembly and reassembly was included in the contracted price. The movers (subcontractors) FINALLY arrived today - refused to move furniture in until they rec'd the balance of the money - then proceeded to rush and unload our furniture. Several things have serious damage and some things are totally destroyed.

You've heard all of this befor I am sure.

My husband is on permanent disability. The fact that disassembly and reassembly was part of the contract made the determining factor in choosing this company. The owner of the company [redacted] came out to our home in Victorville, CA personally and we s/w him as well as numerous phone calls/emails back and forth. He reassured us that everything would be taken care of. HOWEVER that was NOT the case.

The subcontractors REFUSED to put anything together (tables, bedroom suite, entertainment center etc) so we are stuck in a house with nothing assembled.

We contacted the resource at Diamond Van Lines ([redacted]) who said he would relay the message to [redacted] and he would be calling right back. The subcontractors stated "unless you sign the receipt of acceptance you can't file any claim" - we were pressured to sign due to the extensive damage.

We called again and s/w [redacted] again and [redacted] refused to get on the phone so we left another message for [redacted] to return our phone call and we have yet to hear from him.

He was so solicitous to GET our business but now that he has our money he won't honor his contract and verbal confirmation, nor will he return our call.Desired Settlement: We want the items repaired - we want the furniture assembled timely as promised. This was supposed to be done on delivery, I don't want to wait 2 weeks to hear back from someone and I can't do it by myself due to my husband's disability.

Business

Response:

It is true our company reassembles and dissembles furniture. This is usually the case with beds and desk. However the wall unit that was requested to be reassembled was an out of the ordinary item that as movers we do not do. This was the confusion between the customer and the drivers. The driver mentioned this to the customer and called me as it was happening. The driver explained to me that it was an out of the ordinary item (not something we do) and this was the confusion., I told him that if he couldn't put it back together, to hire a handyman to take care of the item within the next few days and we would take care of the cost. To please explain this calmly and civilly with the customer and to do what he needs to do to keep him happy. The driver mentioned this to the customer and explained to me that the customer was okay with this option. I never received a call back after this so I assumed there would be no issues. One business day later I received a complaint from the Revdex.com that the customer wasn't okay with this option. At this point the customer mentioned this option was not okay and he wanted to be compensated $1000. This is unreasonable as a handyman would charge a couple hundred dollars to take care of this service were willing to pay this. We normally do not because this is an out of the ordinary item , but just to appears the customer, we will take care of the cost. We are still willing to compensate the customer with the amount of a couple hundred dollars as this would have been the cost, but we cannot reimburse him the requested $1000. We are trying to be reasonable , but the customer's request is not .

Business

Response:

This is the same complaint as complaint ID [redacted]. We also responded and the Revdex.com closed the complaint. Please see original response below which is still applicable. Also our driver DID reassemble all furniture EXCEPT he wall unit and the proposed settlement was made in order to rectify this. See below:

It is true our company reassembles and dissembles furniture. This is usually the case with beds and desk. However the wall unit that was requested to be reassembled was an out of the ordinary item that as movers we do not do. This was the confusion between the customer and the drivers. The driver mentioned this to the customer and called me as it was happening. The driver explained to me that it was an out of the ordinary item (not something we do) and this was the confusion., I told him that if he couldn't put it back together, to hire a handyman to take care of the item within the next few days and we would take care of the cost. To please explain this calmly and civilly with the customer and to do what he needs to do to keep him happy. The driver mentioned this to the customer and explained to me that the customer was okay with this option. I never received a call back after this so I assumed there would be no issues. One business day later I received a complaint from the Revdex.com that the customer wasn't okay with this option. At this point the customer mentioned this option was not okay and he wanted to be compensated $1000. This is unreasonable as a handyman would charge a couple hundred dollars to take care of this service were willing to pay this. We normally do not because this is an out of the ordinary item , but just to appears the customer, we will take care of the cost. We are still willing to compensate the customer with the amount of a couple hundred dollars as this would have been the cost, but we cannot reimburse him the requested $1000. We are trying to be reasonable , but the customer's request is not .

The customer is requesting an amount of $1000 which is unreasonable. Even if those items were not reassembled . At this point we cannot offer him this amount.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was out of town for business and could not respond as quickly. I have read Diamond's response and where it sounds fine - it is filled with errors. First it had NOTHING to do with the wall unit. Beds, dressers, tables, chairs etc had all been disassembled when in CA by Diamond Van Lines - when they were delivered to us in Florida the subcontractor refused to assemble them. We're not talking one item we are talking about at least a dozen heavy large items. Second - never rec'd a call back? Again, incorrect. We s/e [redacted] at Diamond 3 additional times that day. NO ONE contacted us to set up a time and day to come out to reassemble the furniture. I had to do that over the weekend. To expect us to wait on them for 5 calendar days, in the meanwhile sitting in a house of unassembled furniture, with a disabled husband is LUDICROUS!! Again, ALL OF THIS WAS PART OF THE CONTRACT with them. The request for $1000 refund is justified given the breach of contract, poor service, refusal to respond timely, my time and energy to assemble the pieces myself, the risk of having to hospitlize my husband if he had helped which would have incurred even more risk of $$ against Diamond.

Clearly Diamond is not taking this seriously. I would appreciate our comments posted so no one else falls into their trap.

To put it simply – this is a lie. We have pictures to back our allegations. The wall unit, while not assembled, was not the major issue. The king beds x 2 were not assembled, the triple dresser (Diamond detached the mirror and the topper), the coffee tables x 2 (all legs were removed by Diamond and the screws were lost), the side tables x 4 (Diamond removed all the legs), and the dining table (Diamond removed all the legs) were left for us to assemble. Again, the contract included re-assembling the furniture.

That would have taken more than a few hours to put together – so the offer of $200 is unreasonable

Regards,