Smart Move Industries

In response to the door not being fixed, how do you come up with replacement of the entire refrigerator If you can email me the model # of the said damaged item, I will reimburse the right side doorThat is the best we can do and I believe that is a satisfactory agreement to this claim

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Complaint: ***
I am rejecting this response because: This is falseAt first, the movers hooked up the left had door incorrectlyThat was fixedHowever, But at no time was the damage to the RIGHT HAND DOOR, nor walls, shelves, etcever resolvedThere were numerous witnesses to the event of the workers dropping the doorThere are witnesses to the arrival of the refrigerator at the locally and the damageAdditionally, MrN*** FINALLY sent an agent who- in the presence of at witnesses, stated that the damage was extensive and that a claim would take monthsHe was quite shocked at the damage he notedHe informed us it was complicated. I have waited monthsAs a self- employed businessman I gave MrN*** the benefit of the doubtNo moreThe facts are that MrN*** refuses to live up to his responsibilities and replace what his workers have destroyedIf I treated my clients as shabby I'd have been out of business and homeless. Regards,
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Complaint: [redacted]
I am rejecting this response because:owner finally agreed to pay full price for the mattress once proof of payment was provided. He has lied numerous times and told me this check was sent as well as a grill cover that was also agreed upon for other damage. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all the the owner [redacted] has told a few lies in his response. 1: I informed you that I was moving bck to NJ for PA to take care of my mother, remember I was only going to have your guys bring the queen bed to my parents house first!! Then I called you and changed that until we got things situated there. 2: [redacted] has not contact me several times and if he told you he did he is lying!!!! I called you right away to tell you that I did not have the legs to my king bed or my queen bed. I stood in front of my unit the whole time watching everything that went in there and I had my husband stay downstairs with the truck. They did not put the legs in the unit or the 3 big comforter sets. If I didn't miss the little legs to both of my beds what makes you think I would miss 3 big comforter sets....so I spoke to [redacted] 2!! On Jan 4th because the legs to my queen bed was still on the truck!! Which he brought to me. He told me the legs to queen was not on the truck. How so when I handed them to the smaller guy to put on the truck, they were the very last thing that went on the truck. I spoke to [redacted] again he text me on Feb 9th...saying Hi this is [redacted] the guy from the moving co, which was the same day I left you another voicemail msg but you had him contact me. He then told me he wanted to order the kegs for me but he needed the measurements. At that point I called him and I told him and I also told you!! My husband and 2 of my cousins took my unit apart and put it back together looking for those legs and my 3 comforter sets. So why would I spend a couple of hours away from my mom again to waste time. Tell me where that make sense? I would have rather been able to find everything that was missing when we took the unit apart. My sole purpose for taking the unit apart was to find my belongings. I told you when I spoke to you that we took the unit apart and my things were not in there. I even had the girl at the storage co look back on the video. Your guys kept leaving my things by the elevator when they brought them on the third flr. There were other ppl in and out going to their unit. I can not see by the elevator because of where my unit is located, I am the next row over. There is no reason my things should have been left unattended at all!! I explained all of this to you. I also told you if they had to take the legs off they should have told me. We used other moving co and they asked if I wanted them off and no other moving co have ever lost my things. Your guys did another move after me in FL so it's possible they gave my other legs to someone else. So again stop with the LIES!! Now you tell me the legs are on bck order until Apr? Ok so when I spoke to you in the middle of Jan you told me then that you ordered the legs from a place called [redacted] and you stated you ordered 2 different sizes....ok I called you on Jan 26th which was the last time I've heard from you because you will not answer my calls or respond to any of my text msg. On Jan 26th you told me that you recv'd an email stating the legs were sent so I should have them by now. You told me you were going to call the place and contact me bck, well you never did!! Ok so I spoke to [redacted] on Feb 9th he tells me he needed the measurements to order them and knew nothing about you ordering them why? Because you never did, now all of a sudden they are on bck order until April. I have everything document because I'm a very detail person. Which is how I knew my legs for my bed and comforter sets never went in my unit. I watched the guy put them in the truck in PA. I was the one that handed it to them....again I know my belongings I stood in front of my unit the whole time. When they were done I immediately asked [redacted] where are my other comforter sets. He replied I don't know we took everything out the truck. Ok so I told my husband before I call you about the comforter sets we will take every part of the unit apart. I told you this when I called you I also told you I will have the storage co look into it and contact ever customer that came in that day and they did just that. You told me yes get bck to me when you hear from them. Well again funny how this was Jan 26th and you never respond via phone or text after that but you respond to 
Regards,[redacted]ss

Dear [redacted]I have reviewed the complaint that you have filed with Smart Move Industries and I appreciate your feedback and opinion. I certainly recall the incident with the refrigerator; as the owner of the company I get aggressively involved regarding incidents involving unsatisfied...

customers. Customer satisfaction is of utmost importance to my company. As a result of this, when my employees accidently damaged your refrigerator door I personally called [redacted] repair company to send a technician to fix the door at the expense of Smart Move Industries. After the door was fixed, the technician called to let me know the fridge was "like new" again and charged the credit card I provided to him over the phone. There is no evidence to suggest you contacted Smart Move Industries after the fridge door was fixed and paid for. I outreached and contacted [redacted] for the dates you provided (8/15/14, 9/01/14, and 11/14/14) and have no calls matching the number you provided. If you have different records of this from your phone company I would be more than happy to have our phone companies compare.I am sorry that you were dissatisfied with your move. Smart Move Industries strives for excellence. We sincerely apologize for the fridge door damage yet were glad that we were able to remedy our error within one week of the damage at no expense to you. James N[redacted] CEO Smart Move Industries([redacted]

In response to the door not being fixed, how do you come up with replacement of the entire refrigerator.  If you can email me the model # of the said damaged item, I will reimburse the right side door. That is the best we can do and I believe that is a satisfactory agreement to this claim.

Complaint: [redacted]
I am rejecting this response because: if you review my original complaint it says: "Additionally, there were cracks in the walls of the refrigerator, although there was no outward dent on the exterior. Also, they ruined my vegetable drawers. Also, the ice machine has never worked right since the move as well." (Please see photos.)Your proposal to fix a door, while there are cracks throughout the unit, etc is not acceptable. [redacted] will NOT warranty a refrigerator that was damaged in transit to such an extent. Therefore, although I have 10 year contracts on everything else in my house, if this unit shuts down tonight I have no recourse.  [redacted] also demands any repairs done are to be by their workmen. Also, as per NJ law, I am entitled to be made whole for my loss, and the replacement of one door- still leaves multiple problems.
Regards,
[redacted]

We had spoken about the refund that we had already given this client. She is asking for full price of a baby's mattress that has been used and was brought to our attention over a month after we had completed their move. I sent the information to my insurance carrier and they will only payout 60...

cents on the pound. That is what I instructed her that we were able to payout for this item. She did not want to accept anything but full price for a used baby's crib mattress.

Review: Upon meeting with James N[redacted] for a moving estimate we informed him the only item we were concerned about was our new [redacted] refrigerator (less than 4 months old.) We had paid $1,923.00 (tax included.) for this item. We told James we wanted insurance and he insisted it would be provided. When the movers came to pack the house I heard a loud crash and saw the movers drop the refrigerator door they had unhinged for shipment. They assured me it was "nothing," and all three men blocked me from seeing anything by immediately wrapping the door in plastic. I did, however, see one of my shelves in pieces on the floor and was assured it would be "replaced immediately."

When we arrived at our new home they unwrapped the door in front of me and I not only saw the broken shelves from the door, THEY HAD DENTED THE TOP OF THE DOOR as well. Additionally, there were cracks in the walls of the refrigerator, although there was no outward dent on the exterior. Also, they ruined my vegetable drawers. Also, the ice machine has never worked right since the move as well .

My wife and I called numerous times and sent texts. James finally answered and sent someone- a man I assume was his agent, to access the damage. This person informed me it would take months to complete a claim. I have waited almost a year for someone to finally address this issue. [redacted] says they will not cover the damage because it is clear that Smart Moves was abusive with their product.

My new refrigerator has been destroyed by these people's lack of professionalism and pure incompetence. I haven't even mentioned the damage they did to my furniture- because this item was the ONLY ITEM WE SPECIFICALLY ASKED THEM TO TREAT GENTLY!!

If Mr. N[redacted] ignores this as has been my experience with him, then I will contact the media and file in the courts.Desired Settlement: I would like full refund of the purchase price of my refrigerator so I can replace it.

Business

Response:

Dear [redacted]I have reviewed the complaint that you have filed with Smart Move Industries and I appreciate your feedback and opinion. I certainly recall the incident with the refrigerator; as the owner of the company I get aggressively involved regarding incidents involving unsatisfied customers. Customer satisfaction is of utmost importance to my company. As a result of this, when my employees accidently damaged your refrigerator door I personally called [redacted] repair company to send a technician to fix the door at the expense of Smart Move Industries. After the door was fixed, the technician called to let me know the fridge was "like new" again and charged the credit card I provided to him over the phone. There is no evidence to suggest you contacted Smart Move Industries after the fridge door was fixed and paid for. I outreached and contacted [redacted] for the dates you provided (8/15/14, 9/01/14, and 11/14/14) and have no calls matching the number you provided. If you have different records of this from your phone company I would be more than happy to have our phone companies compare.I am sorry that you were dissatisfied with your move. Smart Move Industries strives for excellence. We sincerely apologize for the fridge door damage yet were glad that we were able to remedy our error within one week of the damage at no expense to you. James N[redacted] CEO Smart Move Industries([redacted]

Consumer

Response:

[redacted]

Review: [redacted]

I am rejecting this response because: This is false. At first, the movers hooked up the left had door incorrectly. That was fixed. However, But at no time was the damage to the RIGHT HAND DOOR, nor walls, shelves, etc. ever resolved. There were numerous witnesses to the event of the workers dropping the door. There are witnesses to the arrival of the refrigerator at the locally and the damage. Additionally, Mr. N[redacted] FINALLY sent an agent who- in the presence of at witnesses, stated that the damage was extensive and that a claim would take months. He was quite shocked at the damage he noted. He informed us it was complicated. I have waited months. As a self- employed businessman I gave Mr. N[redacted] the benefit of the doubt. No more. The facts are that Mr. N[redacted] refuses to live up to his responsibilities and replace what his workers have destroyed. If I treated my clients as shabby I'd have been out of business and homeless. Regards,

Business

Response:

In response to the door not being fixed, how do you come up with replacement of the entire refrigerator. If you can email me the model # of the said damaged item, I will reimburse the right side door. That is the best we can do and I believe that is a satisfactory agreement to this claim.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: if you review my original complaint it says: "Additionally, there were cracks in the walls of the refrigerator, although there was no outward dent on the exterior. Also, they ruined my vegetable drawers. Also, the ice machine has never worked right since the move as well." (Please see photos.)Your proposal to fix a door, while there are cracks throughout the unit, etc is not acceptable. [redacted] will NOT warranty a refrigerator that was damaged in transit to such an extent. Therefore, although I have 10 year contracts on everything else in my house, if this unit shuts down tonight I have no recourse. [redacted] also demands any repairs done are to be by their workmen. Also, as per NJ law, I am entitled to be made whole for my loss, and the replacement of one door- still leaves multiple problems.

Regards,

Review: Business has not fulfilled promise of compensation due for damage to property during a move. Business has lied and said it was mailed.Desired Settlement: Business needs to send the product and check for the previously agreed upon items.

Business

Response:

We had spoken about the refund that we had already given this client. She is asking for full price of a baby's mattress that has been used and was brought to our attention over a month after we had completed their move. I sent the information to my insurance carrier and they will only payout 60 cents on the pound. That is what I instructed her that we were able to payout for this item. She did not want to accept anything but full price for a used baby's crib mattress.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:owner finally agreed to pay full price for the mattress once proof of payment was provided. He has lied numerous times and told me this check was sent as well as a grill cover that was also agreed upon for other damage.

Regards,