Sebastian Moving St. Louis Reviews (%countItem)
Sebastian Moving St. Louis Rating
Address: 427 S Church St, Saint Peters, Missouri, United States, 63376-1347
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Sebastian moving helped us pack/unpack our POD for storage during our move. They were friendly and responsive both by phone and in person. Sent multiple confirmation messages for the two appointments, which provided peace of mind. Service was very competitively priced. They arrived promptly and got to work expertly packing our POD with impressive efficiency and utilization of space. Our home furnishings were wrapped using our provided blankets (due to prolonged storage) and they provided some plastic wrapping to supplement. They were equally efficient in the unpacking of our furniture upon POD delivery, with excellent care and respect given to our furniture and new home. No damage observed. This moving service is highly recommended, particularly if using POD for moving.
Very impressed with this mover. Received phone calls confirming our date, time and equipment needed for the move. The movers, Milford and Danny, came on time and were very professional. They did a great job and their attitude was very positive. Very quick to respond to any changes we wanted. The office staff needs to be noted, especially Nika, who told the initial call should be also noted. Everyone at Sebastian Moving seemed interested in what we desired and were quick to assure us they could do the job. Thanks for a great move.
On Tuesday, Aug 28th Quality 1 Movers of ***, MO were hired to move our entire home. Not only did the movers show up an hour and 15 mins late, they showed up unprepared by not bringing all the equipment discussed prior to hiring this company. They ended up working (minus numerous breaks) from 10:15am to 7:00pm, in which they did not move our entire house and told us we’d have to move the rest ourselves. Which is cumbersome because we were paying them by the hour. At 7:00pm after the truck was unloaded into the house we paid $1500.00 and the movers left. At 8:30pm we took our 70 inch flat screen tv out of the box that they had packed it in to only find it smashed. We called the manager immediately. He asked us to text him pictures of the damage which we did at 8:38pm. His response at 8:42pm “Thank you I’ll get the proper paperwork to move forward”. Again at 845pm “Could you take a picture of the serial number and manufacture date please”. We then did and sent the picture at 8:46pm. We then did not hear anything from the company for 3 days, even though we called Wednesday, Thursday and Friday and left voicemails. On Friday, Aug 31st, we spoke with the manager and he asked if we would like a replacement TV or money. We said either, whichever would be less time consuming. Then we waited. We called once a day, every day from Monday, Sept 3rd to Friday, Sept 7th while leaving voicemails asking if they had a time period for us and when we could expect our refund or replacement. After no response, we left a *** review in hopes of maybe the owner calling us. We then on Saturday, Sept 8th drove to the address they have listed on their website as their headquarters. To our surprise it was the *** MO post office address. We called again on Saturday at 10:49am and the manager answered. He told us their insurance only pays 60 cents per pound and that was all he could now offer us. We paid $1186.34 for the TV, there is no way this is sufficient funds for the damage they have caused. We expressed this to him and he said he would get it taken care of and he’d call us by the end of the day. It is now Monday, Sept 10th. We have not heard from him or anyone at the company since that last phone call. They refuse to call us back or resolve this issue.
First, I would like to say that we are sorry this has not been handled sooner. The crew offered to go back for the rest of the things at the load address, but the customers declined, stating that one of the father in laws would get it. The crew took 2 15 minute breaks and one 30 minute lunch, which is standard for a long day's work. Unfortunately, with the busy weeks and our General Manager who was handling the situation being sick for 3 days, the circumstances haven't shown us at our best. The crew wrapped the tv in a moving blanket, boxed it in a tv box, and floor loaded the tv between the customers' mattress and box spring. This is how we have loaded tvs for years, so it was very surprising to us to hear about the tv being damaged, especially after great precautions were taken to protect it. The crew offered to unbox and unwrap the tv at the unload site but the customers declined and said they would handle it. So when the crew left the job site, neither parties knew the condition of the tv. Per our terms and conditions and pad waiver, the customers were supposed to inspect everything during the walkthrough of their home to make sure nothing was damaged or to report what was damaged because moving blankets are not a 100% safeguard against damages. Since this was not done for the tv, our company literally had no way of knowing the condition of the tv when they left. The customers were in contact with our Field Manager but he was sick for 3 days and was not able the handle the situation as quickly as we normally would have. Also, even with the uncertainty of how the tv was broken, our company was willing to go above and beyond and pay for at least half of the cost of a new tv, even though our signed paperwork released us from such liability. *** refused the offer decided to be irate and curse at our General Manager ***. *** remained calm and professional and stated that we would submit a claim to our insurance company Monday 9/10. This still was not satisfactory to ***. We held up our word and contacted our insurance company Monday, 9/10 and obtained and incident number. Our insurance company, Prime, said they would follow up with the customers and myself. Although we don't know how the tv was broken, we still chose not to go by our sign paperwork in attempt to appease the customers. It's an unfortunate situation and I'm eager for a resolution to be made that will have both parties satisfied.
I originally spoke with them on 8/28 when the tv was broken. The manager, ***, said that they would replace tv or give market value of the tv. Later, on Saturday, September 8 *** said over the phone that he would be willing to give us $800, but also on the same call he said they were only willing to offer .60 cents to the pound to cover the loss. I asked for his supervisor's name and contact, he refused. I also asked for the insurance company's information. He promised to have that to us by the end of the day. He never called.
When the job was completed, and the crew left, it was impossible to know the condition of the tv. The tv wasn’t unwrapped by the crew, but by the customers after the crew left the job site. *** and the customer have similar yet also different accounts of their conversation(s). Just based off the unknown condition of the tv before the crew left and the differences in the customer and ***’s conversation, these are great reasons why I reported the situation to our insurance company. On Sep 21, our insurance company *** emailed us asking for copies of the paperwork (which includes: work order, terms and conditions, pad waiver, and damage form) from the *** job. On Sep 23, I responded to the email and attached copies of the requested paperwork. The insurance company is performing their investigation into this matter and will contact us again when it’s time for us to supply more information/details or let us know what the results of their findings are. Since I have taken the proper steps to have this situation resolved, I’m confused why we are receiving another complaint to the Revdex.com when the insurance investigation is still being conducted.
Complaint: ***
I am rejecting this response because:
The original response is that the insurance company would be contacting us. They have not. It has been almost a month since said incident with little to no contact from this company. Once Quailty 1 Movers reach out with a settlement for the damaged item we will be happy to close this complaint. It is hard to do so when they never keep us in the loop and make constant promises they do not keep.
Sincerely
I do not know why the insurance company has not contacted the ***. I submitted the information to our insurance company on Sep 10 (which is the first business day after *** Saturday phone conversation). The insurance company contacted my company via phone call and email on Sep 21. I responded back to the insurance company Sep 23. I even attached proof of the correspondence on my last submission via here. I have not contacted the *** because of the fact I reported this to my company’s insurance agency for them to investigate and handle; which is what I was supposed to do. With all the correspondences between the *** and I via here, they have not requested I contact them. Customers say one thing, my crew say another, therefore I have very detailed paperwork to protect both customer and company from situations like this. Since there has been no middle ground met, I have left it in the hands of my insurance company. Also, once again, the insurance company is *** and their claims department phone number is ***. I have kept the *** in the loop plenty by communication through these Revdex.com messages. I have made zero promises, only stated what I have done and the solution I’m eagerly waiting to come to a proper end.
Complaint: ***
I am rejecting this response because:
I have been in contact with their insurance company. They are willing to pay us $400 for half the value of the tv that they broke. We are going to accept that value but want to keep this complaint open until we have check in hand and it clears in our bank. I am still rather dissatisfied with the service that Quality 1 Movers provided. This goes beyond the call dodging and false promises that they gave us in regards to our broken tv. They also left numerous empty plastic bottles in the house they were moving out of as well as litter in our yard. Not to mention the damage that they caused to the ceiling while moving furniture out of the house. When I confronted them about it they seemed like it was no big deal and weren't apologetic. I hope that none of their other customers have to go through what we've been through in the last month.
Sincerely