Complaint: ***
Your latest reply is full of inaccuracies, falsehoods and wrongful accusations We'll share our experience with as many people as possible and see you in court
*** ***
HORRIBLE customer serviceWe are moving from CA to TN and have been calling the moving company for a delivery date on our itemsToday they gave us a delivery date of 7/They picked up our items on 7/7! That's more than two weeks from when they picked up our property and also past our promised delivery windowOur sales rep said we needed to talk to "Pete" in dispatchWe called him, he had something "national" in his title and it was clear he couldn't care less that the truck was lateWhen we told him it was unacceptable and he needed to deliver our property in the time frame we were promised, he hung up on usWe called our sales rep who basically told us it was our fault for not being nicer to PeteWe are PAYING them THOUSANDS of dollars! How is this acceptable??? I asked for Pete's supervisor's information and our sales rep refused to give it to usPete refused to take further calls from my husbandWe just want our property delivered when promised - that's not too much to ask from a moving companyI've been scouring the internet for other people to call and have left two messages for both John & Bill Ad*** - who are listed on ***We're hoping to just have this resolved and an apology for the horrid, horrid customer service
Mrs***s is trying to parle minor damage to an old well worn piano with many defects which were noted at origin on the Joyce inventory into a $gain by using her computerThe damage was not noted at the time of delivery even though she inspected her furnitureShe had noted damage to a cushion, lamp base and a loose leg on a tableOur delivery driver noted the damage on the appropriate form at destinationOur delivery supervisor’s affidavit (driver ***) reflects that the piano was put together properly and without damageHe did not use a hammer on the pianoThe ***’s never pointed out any damage to our driver or crew members*** did not observe any new damage to the piano and was very careful moving it inTwo repair firms were sent to document Mrs***s claim of new defects and reported possible minor new damage and suggested that a $cash offer be made to settleMrs***s has made it clear that she wants the complete piano refinished, but would take a $cash settlementSteinway gave Mrs***s an estimate for $to repair the alleged minor damageThe estimate was a fix and a ploy to extract a larger cash settlement from JoyceThe damage was questionable and minorSteinway’s $estimate was done in collaboration with the ***’s to defraud JoyceUpon further executive review our offer of $is withdrawnJoyce’s final offer is $This letter is our final electronic communicationIf the ***’s wish to meet with me and my attorney, we are available by appointment on any Thursday afternoon in Oxford, CTWe prefer to settle this matter in a civil manner, face to faceFinal e-mail from Joyce Van Lines, Inc., settle or sueRespectfully, William Joyce
Sent on:
3/19/3:49:PM
Complaint: ***
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 *** ***, 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
The damage to the piano, the replacement value of which is more than $70,000, is NOT minor The movers chipped, delaminated and gouged the piano The damage they caused is very obvious
Joyce Van Lines had to send so many people to examine the piano because they did not like the feedback each one of them gave *** ***, the first repairman, said that he would repair the damaged portions for $400, but the repair would contrast with the rest of the piano *** ***, the second repairman, inadvertently sent an email to me that was intended for Joyce Van Lines, in which he indicates that he would not be able to refinish even just the damaged portions for $ In an email to both Joyce Van Lines and to me, *** recommended that an expert examine the piano *** *** from Steinway then examined the piano He recommended that the Steinway factory refinish the piano so that we would be much happier with the result *** *** at Steinway then provided Joyce Van Lines with a quote of $13,to refinish the piano
Our 30-year old piano is in very good condition Had it not been for the damage caused solely by the movers, we would never have to refinish the piano Because Joyce Van Lines mishandled the move of our Steinway, they have caused damage, the repair of which cannot match the age of the piano We think there are two fair options Joyce Van Lines could split the cost of refinishing the piano (ie, $6,500) since they caused us to be in this awful situation Alternatively, at a greater inconvenience to us, we would be willing to consider trying the $repair, on the condition that if we are not pleased with the result, Joyce Van Lines would cover the cost of having Steinway refinish the entire piano (ie, $13,000)
Joyce Van Lines caused significant damage to many of our items The piano is the last remaining item at issue Clearly Joyce Van Lines badly mishandled the entire move In addition, it has been months since we moved and we still have not reached closure It has been very frustrating and time consuming to deal with Joyce Van Lines I have had to repeatedly follow up with their representative -- the delay has been on their side With a young baby, having to follow up so many times and to have so many different repairmen examine the piano, has been trying
Should we not receive an acceptable response from Joyce Van Lines, we will file a case in small claims court In addition, we will notify the relevant regulatory and business agencies and warn as many consumers as possible
Respectfully,
*** ***
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
Complaint: ***
Your latest reply is full of inaccuracies, falsehoods and wrongful accusations We'll share our experience with as many people as possible and see you in court
*** ***
HORRIBLE customer serviceWe are moving from CA to TN and have been calling the moving company for a delivery date on our itemsToday they gave us a delivery date of 7/They picked up our items on 7/7! That's more than two weeks from when they picked up our property and also past our promised delivery windowOur sales rep said we needed to talk to "Pete" in dispatchWe called him, he had something "national" in his title and it was clear he couldn't care less that the truck was lateWhen we told him it was unacceptable and he needed to deliver our property in the time frame we were promised, he hung up on usWe called our sales rep who basically told us it was our fault for not being nicer to PeteWe are PAYING them THOUSANDS of dollars! How is this acceptable??? I asked for Pete's supervisor's information and our sales rep refused to give it to usPete refused to take further calls from my husbandWe just want our property delivered when promised - that's not too much to ask from a moving companyI've been scouring the internet for other people to call and have left two messages for both John & Bill Ad*** - who are listed on ***We're hoping to just have this resolved and an apology for the horrid, horrid customer service
Mrs***s is trying to parle minor damage to an old well worn piano with many defects which were noted at origin on the Joyce inventory into a $gain by using her computerThe damage was not noted at the time of delivery even though she inspected her furnitureShe had noted damage to a cushion, lamp base and a loose leg on a tableOur delivery driver noted the damage on the appropriate form at destinationOur delivery supervisor’s affidavit (driver ***) reflects that the piano was put together properly and without damageHe did not use a hammer on the pianoThe ***’s never pointed out any damage to our driver or crew members*** did not observe any new damage to the piano and was very careful moving it inTwo repair firms were sent to document Mrs***s claim of new defects and reported possible minor new damage and suggested that a $cash offer be made to settleMrs***s has made it clear that she wants the complete piano refinished, but would take a $cash settlementSteinway gave Mrs***s an estimate for $to repair the alleged minor damageThe estimate was a fix and a ploy to extract a larger cash settlement from JoyceThe damage was questionable and minorSteinway’s $estimate was done in collaboration with the ***’s to defraud JoyceUpon further executive review our offer of $is withdrawnJoyce’s final offer is $This letter is our final electronic communicationIf the ***’s wish to meet with me and my attorney, we are available by appointment on any Thursday afternoon in Oxford, CTWe prefer to settle this matter in a civil manner, face to faceFinal e-mail from Joyce Van Lines, Inc., settle or sueRespectfully, William Joyce
Sent on:
3/19/3:49:PM
Complaint: ***
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 *** ***, 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
The damage to the piano, the replacement value of which is more than $70,000, is NOT minor The movers chipped, delaminated and gouged the piano The damage they caused is very obvious
Joyce Van Lines had to send so many people to examine the piano because they did not like the feedback each one of them gave *** ***, the first repairman, said that he would repair the damaged portions for $400, but the repair would contrast with the rest of the piano *** ***, the second repairman, inadvertently sent an email to me that was intended for Joyce Van Lines, in which he indicates that he would not be able to refinish even just the damaged portions for $ In an email to both Joyce Van Lines and to me, *** recommended that an expert examine the piano *** *** from Steinway then examined the piano He recommended that the Steinway factory refinish the piano so that we would be much happier with the result *** *** at Steinway then provided Joyce Van Lines with a quote of $13,to refinish the piano
Our 30-year old piano is in very good condition Had it not been for the damage caused solely by the movers, we would never have to refinish the piano Because Joyce Van Lines mishandled the move of our Steinway, they have caused damage, the repair of which cannot match the age of the piano We think there are two fair options Joyce Van Lines could split the cost of refinishing the piano (ie, $6,500) since they caused us to be in this awful situation Alternatively, at a greater inconvenience to us, we would be willing to consider trying the $repair, on the condition that if we are not pleased with the result, Joyce Van Lines would cover the cost of having Steinway refinish the entire piano (ie, $13,000)
Joyce Van Lines caused significant damage to many of our items The piano is the last remaining item at issue Clearly Joyce Van Lines badly mishandled the entire move In addition, it has been months since we moved and we still have not reached closure It has been very frustrating and time consuming to deal with Joyce Van Lines I have had to repeatedly follow up with their representative -- the delay has been on their side With a young baby, having to follow up so many times and to have so many different repairmen examine the piano, has been trying
Should we not receive an acceptable response from Joyce Van Lines, we will file a case in small claims court In addition, we will notify the relevant regulatory and business agencies and warn as many consumers as possible
Respectfully,
*** ***
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