Frank's Home Place, Inc.

The movers were concerned that the walls in the stairwell would be damaged, so they proposed hoisting the couch over the loft. Once the customer learned that the moving company does not accept the risk, the customer declined the approach. The movers would only have mentioned a waiver if the customer...

accepted the risk, and since that wasn’t the case, no waiver was produced.  We apologize that the customer was disappointed that the movers were unwilling to assume the risk, but since the work was not performed, a refund is declined.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because the business has not accepted any responsibility for this damage and has not made any attempt to come to a mutually agreeable settlement on this matter.As I previously mentioned, MyGuys uses high-pressure tactics to get customers to sign their move completion checklist before having a reasonable amount of time to inspect all items within the home for damage. As a paying customer, I still reject the notion that this is a black and white, "closed" matter. I would never recommend this company to a friend or family member given the way we have been treated.
Regards,
[redacted]

We received the claim form & required documentation on
Feb.26th. After review by management, the settlement amount was verified and
the release form was emailed the customer

Our claims department has reviewed this matter in depth and stands by their determination.

We emailed the customer a release letter for their claim on Friday, 10/14, to be signed to release funds.

Per today's phone conversation, the parties have agreed to
this final resolution:
The Customer accepts the $reduction; monthly storage fee discounted to $890/month;
no storage charge for the month of
March; and will move items out of storage in mid-July by a third-party
The $per vault access fee ($x vaults = $900) will be waived as a
one-time courtesy when the customer moves out of storage upon payment-in-full
of any balance dueThe Company is not liable for any damage to items carried
or removed by anyone other than the Company, its agents or assigns, and the Customer
agrees to sign a waiver to have their household items moved by a
third-partyCustomer agreed that $due from move would be paid by end
of May

The sales rep, Ryan, was new to the company and was still learning how to accurately estimate large household moves. He recognizes that he miscalculated the amount of time that it would take to dissemble and re-assemble several items of furniture. Upon recognizing his error, he reached out to the...

customer and they arrived at an agreement. The customer was reimbursed on September 28. We waited until today to respond on Revdex.com so that the refund would have a chance to show up on customer’s credit card.

Our interstate carrier, [redacted], completed this claim on October 3, 2016 (see attached paperwork) and issued check for $236.05 based on the valuation coverage selected by the customer (also attached). Per attached inventory, the shipper signed for receiving everything that was loaded and...

did not annotate any items as missing at the time of delivery. Additionally, the [redacted] long distance driver did not annotate any items missing at the time of transfer at My Guys Moving warehouse. Since this is an interstate move, the claim has to be settled by the carrier which they have done per the contract terms.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Through email communication, the company has promised us $500 in exchange for no negative comments toward their company and a resolved Revdex.com complaint.  While we do not feel that the amount is sufficient given our experience with them, we would like to put this experience behind us and will accept the $500 offer.  If we do not receive payment in a timely fashion, I will resubmit a complaint.Thank you so much for all of your assistance with this matter.  The company was not willing to do anything for us until we filed a complaint, so we appreciate the Revdex.com.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Date: Mon, Jul 25, 2016 at 9:45 AMSubject: Resubmitting pictures for [redacted]To: [redacted] B[redacted] <[redacted]>, [redacted]I am rejecting the offer because:They have offered no resolution.  They only said they did not get these pictures.  I emailed these three exact pictures to [redacted] on June 10.  Once again. I am not disputing the fact that the movers moved us efficiently, I am disputing the fact that they caused damage to our hardwoods and a wall and wont take responsibility.  We saw the damage five minutes after the movers left.  It was when we walked back into the house after saying goodbye to the movers.  I immediately called My Guys and spoke to Allen and reported the damage.  He then passed me on to [redacted].  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  My Guys packed all the china and pictures and breakables.  The furniture was poorly packed and came damaged.  All of the items WERE NOT delivered.  I called My Guys and [redacted] the day they delivered.  They stalled me for months, passing the buck back and forth.  All of the boxes did NOT arrive, however, the driver from [redacted] checked them off anyway,  It was the My Guys movers who sexually assaulted me in my home.  It was My Guys movers who stole the television, mirror, art objects and sun glasses, and sound bar.  The man in charges asked me if I would give the tv, sound bar, and computer to him.  The items he asked me to give him were missing from the [redacted].  In addition, I requested REPLACEMENT VALUE INSURANCE.  Terry W[redacted], the My Guys representative said I had it.  The itemized list that they made me sign was illegible.  I was told if I didn't sign, all of my belongings would be removed from my home and put in storage until I did sign.  This statement by My Guys is false.  They have pointed fingers at [redacted], and [redacted] at them.  No one is accepting responsibility for the despicable way I have been treated.  They packed up wood and iron fireplace tools, chemicals, paint, etc from my laundry room and storage room, even though I EXPRESSLY TOLD THE PACKERS TO NOT PACK.  I was overcharged approximately $2,000.00 for the additional weight.If they will not accept responsibility for the thefts, and the damaged furniture and property, they SHOULD refund me the money for the overcharge, AT THE VERY LEAST.
Regards,
[redacted]

Dear [redacted],We apologize for the lack of response to your initial complaint. We’re not sure where the communication broke down on our end.To resolve these issues, please contact the appropriate company:Carpet Cleaning > My Guys Moving & StoragePlease submit your carpet cleaning receipts...

to our customer care representative, [redacted] W[redacted], at [redacted]@myguysmoving.com.Damaged Lamp > [redacted]Use your account number [redacted] to file a damage claim for your [redacted] lamp with [redacted], long distance carrier, online at [redacted]
Once again, we apologize for the delayed response and subsequent inconvenience.Sincerely,Brendan B[redacted]My Guys Moving & Storage

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I don't appreciate My Guys moving company lying. There estimator Ryan was not asked to match any other estimates. I don't feel you should need to look at any other moving companies estimates that I've obtained. Ryan did call me and offer to reimburse his commission which was $216.00 and I said that I would appreciate that but the company still needs to do more. Again the company charged me $1457.50 over the initial estimate. I am willing to split the difference if they want to resolve this complaint. After several phone calls and leaving several messages for Mr. Patrick B[redacted] (CEO) still has not contacted me. I have reached out to Seven on your side and several other media outlets for there assistance to resolve this.

Top level management contacted the customer by phone after
receiving the complaint and apologized for the poor customer experienceUpon reviewing
the move, the customer was offered a $refund, plus a $per vault monthly
storage discount (vaults @$per month reduced to
$50/mo= $per month
savings), and No Storage Charge for the month of March. The sales representative, Austin,
communicated the offer to the customer who asked to see the offer in writingThe
customer is waiting to review the paperwork
Sincerely,
Brendan B[redacted]
My Guys Moving & Storage

Management responded and closed this claim on September 16 (see attached letter).9/16/2016Dear [redacted]:We would like to thank you for your patience during our claims processing procedures. We apologize for any inconvenience this may have caused you.In reviewing the Move Completion Checklist which you signed on the date of your move, you cited no damage and indicated that all visible damage to item(s) and/or carton(s), shortage(s) and/or overage(s) had been documented on appropriate paperwork.Attached is a copy of the Move Completion Checklist with the damage provision signed by you at the time we received your household goods. We believe you will find all to be in order and wish to thank you for affording us the opportunity to be of service.Sincerely,Eloise B’One of the Guys’

From: Brendan B[redacted] Date: Thu, Oct 8, 2015 at 5:11 PMSubject: RE: Revdex.com complaint #[redacted]To: [email protected]: Dear [redacted], We settled with [redacted] & [redacted].  Please change status to resolved.   Thanks,Brendan B[redacted]Vice President | Marketing My Guys Moving & Storage[redacted]Sterling, VA  [redacted]###-###-####MyGuysMoving.com

Dear Revdex.com,We did our best to please this
customerThe original estimate did not request a full pack (see attached
paperwork for boxes requested vsboxes used)The crew had no way of knowing to
bring that many boxesThere was a miscommunication on the crib box and the
number of
wardrobe boxesWe apologized for the inconvenience, and once the
oversight was realized, a box delivery was made in time to not hinder the
moversA second truck was provided at no additional costThe crew leader
conducted a final walk-through with the homeowner who instructed him to leave behind
certain itemsThe second truck had plenty of room for the items that were left
behindAfter the move was completed, a review was conducted after a complaint
was receivedUpon learning that items were left behind, the CEO offered to
transport the items to Pennsylvania at no chargeThe homeowner then informed
the company that the remaining items had been given awayWe are very sorry
that we were unable to please this customer. Sincerely,Brendan B[redacted]