Quality Moving Service,/Wheaton World Wide Moving

Initial Business Response / [redacted] (1000, 5, 2015/01/14) */ [redacted] was moved on November 1, She called the office at 11:PM on November 2, requesting to speak to the ownerThe account manager and claims officer called Ms [redacted] the morning of the 3rd, at which time they went over the complaintsA claim form was also sent on 11/03/with instructions on procedures for filing claimThe claim form and pictures were received at the office on 11/17/Ms [redacted] was notified and an appointment was set up for a certified repair person (3rd party furniture repair company) to go out and access damagesThe arranged date was 11/25/At which time he repaired the damage to the dresserHe determined that the damage to the piano was preexisting and there was no damage to walls as stated by Ms***He also stated the preexisting damages to the piano could be repaired if the piano was moved from against the wallWe tried to set up day and time to go out and move the piano but Ms [redacted] rejectedThe piano was moved into the home by four men (who handled the complete move) into a small space butted against the wall and stairway, as per shipperThe crew leader did tell Ms [redacted] that it was a very tight space and would be difficult but not impossible to move into and would require extra careThey could not have hurried putting the piano in place as the piano was very heavy, the spot tight and it required special handling to fit it into space per shippers requestOur crews handle hundreds of jobs and are very conscientious of handling the items The wrapping Ms [redacted] is referring to are the blanket and/or paper pads used to wrap furnitureThe point of whether they are removed before transporting into the house is not a factor in how the items are handled Again, there was no wall damage to repair as asked by the repair company to Ms*** The third party repair company called to let us know the job was complete and his findingsMs [redacted] was called on 12/and gain on 12/4/regarding our findingsThere was a lapse of a few days between repairs and those calls due to the Thanksgiving holidayMs***'s claim was settled and a check for $customer appreciation was sent out as a good faith gestureShe did cash the checkMs [redacted] also filled out a customer comment form at the end of the move and expressed her satisfaction with the men, the move and the handling of her belongings We try to handle any issues in a timely mannerWe also try to satisfy the customer in as much as is in our powerAll issues were addressed and handled as quickly and professionally as possible, We regret Ms, ***'s displeasureIt is always our intention to provide a smooth move and customer satisfaction Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repair person did come out to my home and he did correct the issue with the dresserThe man said we needed to move the piano out in order to correct the damageI asked him how the two of us were going to move the piano out and move it back when it took working men to get it thereHe then stated that he was affraid if the two of us moved it we would cause more damage and could possibly not be able to move it back in placeAt no time did he tell me it looked like pre-existing damage and at no time did I completely reject it being moved out, but instead asked how it would be movedAlso since the piano was not moved out the wall damage was not viewableAT NO POINT was there an attempt to setup an appointment where the repairman and others would come to assist in moving the pianoInstead the repairman called the owner and told me that I would be contacted and the owner would work something else out with me....not that it was pre-existing damage and the company would not do anythingI also never received the phone call from the owner but had to call numerous times before I could speak to anyone regarding this issue On the day of the move I had multiple friends and family members that can testify to the negligence the men took against moving my paino and how on multiple occasions stated that it was Saturday and wanted to go homeMy claim was not settled but DENIED and inside the letter that came was a $check for customer satisfaction (which to me reads...here is $please go away)I did cash the check because I feel the company owes me $and more for the damage caused and for not being satisfied with their serviceThe customer comment form that they are referring to is a form completed at the end of the moveAll of the men that were hired stood next to the table staring at me again stating it was saturday and they wanted to go homeI went ahead and checked the box that the move was fine and signed it since I felt pressure with them stairing at meHowever, I called and asked for the owner the very next morning because I was not happy with the attitude of the men wanting to leave which resulted in them trying to move faster and not taking the extra care of my items, and then the damage done to my dresser and piano Final Business Response / [redacted] (4000, 11, 2015/02/05) */ We are sorry Ms [redacted] is not happyWe tried from beginning to end to satisfactorily handle her move and complaintWe were in contact with her and did attempt to settle the matterShe was happy with the move but not settlement of her claimWe did send out a third party to assess the damage and his findings were the damage was old and not caused by the moverswhich she gave a good write up too, which is the shippers option to fill out or notWe don not bully our customers into filling out the customer comment sheetAgain, we are sorry that Ms [redacted] is not satisfied with our serviceAll moves are handles with courtesy and professionalismWe try to please the customer in as much as is in our power to do soSome customers cannot be pleased, for which we regret Final Consumer Response / [redacted] (2000, 13, 2015/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) My last comment related to the issue is that the damage to the piano could not have been old damage if wood was found on the floor from the piano after it was moved I am accepting the resolution because I am done with he said - she saidI still would not recommend this company to any one and am walking away upset with the situationThe company also lost out on other moves because I told them that if I was satisfied then my mother would use the same company for their move next week and my sister in law in a month

Initial Business Response /* (1000, 5, 2015/01/14) */
[redacted] was moved on November 1, 2014. She called the office at 11:45 PM on November 2, requesting to speak to the owner. The account manager and claims officer called Ms. [redacted] the morning of the 3rd, at which time they went over...

the complaints. A claim form was also sent on 11/03/14 with instructions on procedures for filing claim. The claim form and pictures were received at the office on 11/17/14. Ms. [redacted] was notified and an appointment was set up for a certified repair person (3rd party furniture repair company) to go out and access damages. The arranged date was 11/25/14. At which time he repaired the damage to the dresser. He determined that the damage to the piano was preexisting and there was no damage to walls as stated by Ms. [redacted]. He also stated the preexisting damages to the piano could be repaired if the piano was moved from against the wall. We tried to set up day and time to go out and move the piano but Ms. [redacted] rejected. The piano was moved into the home by four men (who handled the complete move) into a small space butted against the wall and stairway, as per shipper. The crew leader did tell Ms. [redacted] that it was a very tight space and would be difficult but not impossible to move into and would require extra care. They could not have hurried putting the piano in place as the piano was very heavy, the spot tight and it required special handling to fit it into space per shippers request. Our crews handle hundreds of jobs and are very conscientious of handling the items.
The wrapping Ms. [redacted] is referring to are the blanket and/or paper pads used to wrap furniture. The point of whether they are removed before transporting into the house is not a factor in how the items are handled . Again, there was no wall damage to repair as asked by the repair company to Ms. [redacted].
The third party repair company called to let us know the job was complete and his findings. Ms. [redacted] was called on 12/3 and gain on 12/4/14 regarding our findings. There was a lapse of a few days between repairs and those calls due to the Thanksgiving holiday. Ms. [redacted]'s claim was settled and a check for $50 customer appreciation was sent out as a good faith gesture. She did cash the check. Ms. [redacted] also filled out a customer comment form at the end of the move and expressed her satisfaction with the men, the move and the handling of her belongings.
We try to handle any issues in a timely manner. We also try to satisfy the customer in as much as is in our power. All issues were addressed and handled as quickly and professionally as possible, We regret Ms, [redacted]'s displeasure. It is always our intention to provide a smooth move and customer satisfaction.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The repair person did come out to my home and he did correct the issue with the dresser. The man said we needed to move the piano out in order to correct the damage. I asked him how the two of us were going to move the piano out and move it back when it took 4 working men to get it there. He then stated that he was affraid if the two of us moved it we would cause more damage and could possibly not be able to move it back in place. At no time did he tell me it looked like pre-existing damage and at no time did I completely reject it being moved out, but instead asked how it would be moved. Also since the piano was not moved out the wall damage was not viewable. AT NO POINT was there an attempt to setup an appointment where the repairman and others would come to assist in moving the piano. Instead the repairman called the owner and told me that I would be contacted and the owner would work something else out with me....not that it was pre-existing damage and the company would not do anything. I also never received the phone call from the owner but had to call numerous times before I could speak to anyone regarding this issue.
On the day of the move I had multiple friends and family members that can testify to the negligence the men took against moving my paino and how on multiple occasions stated that it was Saturday and wanted to go home. My claim was not settled but DENIED and inside the letter that came was a $50 check for customer satisfaction (which to me reads...here is $50 please go away). I did cash the check because I feel the company owes me $50 and more for the damage caused and for not being satisfied with their service. The customer comment form that they are referring to is a form completed at the end of the move. All of the men that were hired stood next to the table staring at me again stating it was saturday and they wanted to go home. I went ahead and checked the box that the move was fine and signed it since I felt pressure with them stairing at me. However, I called and asked for the owner the very next morning because I was not happy with the attitude of the men wanting to leave which resulted in them trying to move faster and not taking the extra care of my items, and then the damage done to my dresser and piano.
Final Business Response /* (4000, 11, 2015/02/05) */
We are sorry Ms. [redacted] is not happy. We tried from beginning to end to satisfactorily handle her move and complaint. We were in contact with her and did attempt to settle the matter. She was happy with the move but not settlement of her claim. We did send out a third party to assess the damage and his findings were the damage was old and not caused by the movers. which she gave a good write up too, which is the shippers option to fill out or not. We don not bully our customers into filling out the customer comment sheet. Again, we are sorry that Ms. [redacted] is not satisfied with our service. All moves are handles with courtesy and professionalism. We try to please the customer in as much as is in our power to do so. Some customers cannot be pleased, for which we regret.
Final Consumer Response /* (2000, 13, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My last comment related to the issue is that the damage to the piano could not have been old damage if wood was found on the floor from the piano after it was moved.
I am accepting the resolution because I am done with he said - she said. I still would not recommend this company to any one and am walking away upset with the situation. The company also lost out on 2 other moves because I told them that if I was satisfied then my mother would use the same company for their move next week and my sister in law in a month.

The person who provided the estimate was good. The lead worker (for both pick-up and delivery) was knowledgeable and gave good customer service. The workers who packed and picked up our things were good.
The move went poorly in the warehouse (where our things were held for 6 months) and the delivery. One desk was destroyed while being delivered. It was put on a dolly with all the weight put on a part of the desk not designed to bear weight. As we unpacked, we saw lots of scraps and scratches. One end table was lost. At least one box was lost. We called promptly but neither was found.
We placed a claim and was paid $70 for an end table lost, a desk damaged and one box of small items missing. Pitiful! I wish I had checked this website before I hired them. For perspective, we have moved several times and used professional movers - including moving to a developing country. Nothing was broken or lost in any of those moves. Just this move within the State of California. The lead worker and the other good workers should find jobs elsewhere.