Let's Move It, Inc.

Review: in moving from old address, my leather couch was torn in the front and back, after I told the movers to take the door off, they forced the couch and tore the leather.Desired Settlement: [redacted] asked me what I wanted, I told him a new couch, he took it to have it repaired, in the same couple of hours, he brought back the couch and the back was streched, he stated the repair person said the front would cost more to replace than the cost of new couch. [redacted] took the furniture info, leaving me with the impression he was going to replace my couch. I waited five days for a call back on status, I finally called him on friday

the 22nd of march 2013. he than stated the replacement was too costly, the cushions on the couch conceal the damage.

Business

Response:

I made a telephone call to [redacted] a few days after her move was completed as she had noted damage to her sofa on our paperwork. I set up a time to meet her at her home to look at the damage to the furniture. Upon arriving at her apartment she showed me the damage - the rear edge at the bottom of the sofa had been rubbed and slightly torn and the front of the sofa had been rubbed on the upper edge of the front face of the sofa. I told [redacted] that I would contact an upholstery repair person to repair the damage, at our expense. She was not happy with that solution and insisted that she wanted to have the sofa replaced. I reminded her that our liability for the damge was 30 cents per pound per article (I have included a copy of our confirmation for her move indicating our liability) and that I thought replacing the sofa for the minimal amount of damage was unreasonable. [redacted]'s parents were present during this conversation (they were previous customers of our company) and they both agreed with my assesment and that replacement was unreasonable. With the agreement that we would have that sofa repaired I left and contacted an upholstery repair shop in [redacted] who said they would be able to repair the damage but we would have to bring the sofa to their shop. I then contacted [redacted] to set up a time to pick up the sofa. I went to [redacted]'s house on the established day and took the sofa to the repair shop. At the repair shop the owner reviewed the damage and effected the repair. To repair the damage to the lower rear edge he unstapled the leather on the bottom of the sofa and stretched the damaged edge under the frame and the restapled the leather. This apparently is a normal "fix" for this type of damage. The new edge was absolutely perfect. I did inform [redacted] of how the repair was completed which was the only way she would have known. The repairman then cleaned the rubbed area on the front ecge of the sofa and applied a coloring agent to the leather to match the rest of the sofa. This repair was not perfect but it was the best that the repairman could do. We then took the sofa back to [redacted]'s house where I explained how the repairs were completed. She was still not happy with the repairs and I told [redacted] that I would then look into the expense of replacing the sofa. (Again, I am under no obligation to do so as our liability in this case was 30 cents times the weight of the sofa - around $30.00. I do, however, make every effort to accomodate the wishes of our customers within reason). I visited the [redacted] location where [redacted] purchased her sofa and was told the cost of the sofa was $489.00. As much as I do not want any of our customers to be unhappy I cannot justify the expense of the new sofa (I believe the revenue from [redacted]'s move was $308.00.). [redacted]'s told me that her concern for her sofa would be the resale value if she was to sell the sofa at a later date and that she was concerned that the leather on the front of the sofa would tear because of the damage. In my conversation with [redacted], when I informed her that we would not be replacing her sofa,, I did tell her that if the sofa did tear at a later date that she could contact me at that time. If you have any further questions please feel free to contact me on my cell phone - [redacted]

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Consumer

Response:

[redacted]