Starck Van Lines Inc

Review: I ordered office furniture through [redacted] and Starck was to deliver. I set the delivery up between 1:00 p.m & 4:00 p.m., I received a call two days before listing the delivery will be between 12:00 & 4:00 p.m. and I am to call before 10:00 a.m. the next day to change if not the delivery will be as mentioned. I decided not to go out to lunch so as not to miss the delivery. it is now 5:04 and no delivery, I have people waiting to assemble and move into the office space. I called the number and I am left in a holding que for 30 minutes, called back and left a message and no return call.Calling someone in the sales team is the only way to get in touch with someone, she transferred me and I was put into someone's voicemail I left a message and she also emailed the other department.Desired Settlement: The cost for paying employees to stand around and wait for a delivery that has not shown up and the cost to bring them back in another day when and if it shows up.

Business

Response:

Our contract is with [redacted]. We do apologize for the inconvenience caused to Mr. [redacted] and his staff regarding the expected delivery. We had been in touch with him and delivered the furniture on 5/9/14. If he has any other questions or concerns please have him reach out to the Manager of that Dept., [redacted].

Review: I ordered a mattress and Starck Van Lines delivered it. They damaged my walls over a month ago and still have not returned my calls or had anyone contact me regarding the issue. I am now left with walls with visible dents and markings.Desired Settlement: I want compensated for the repairs I have to spend to get my walls fixed

Business

Response:

We would like to apologize for any inconvenience and lack of service Miss [redacted] has received from our company. After researching the issue, a contracted driver who was responsible for the route that day did do damage to Gail [redacted]'s home. The contractor was notified right away and was responsible to satisy this issue with her, but we were unaware that he has yet to do so. We are glad that you brought this to our attention so we could intervene in this issue to satisfy Miss [redacted]'s request for compensation for the damage. We have a time stamped communication log where our property damage claims representative has left messages for Miss [redacted] on both the home and cell #s. Please reach out to Ms. [redacted] @ ###-###-#### so she can resolve this issue. Again, we do apologize for the inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Stark Van lines tried to contact me two times. I have left 2 messages for them and have not heard from them in 1 whole business week February 10-14, 2014. They have not tried to solve the problem and said that they were not aware that their own contracting company had not called me. I work full time and have two children under the age of six. I do not have time to continue to call them regarding this complaint.

Regards,

Business

Response:

Since Mrs. [redacted] stated she received calls from Ms. [redacted], but called back and got her vm with no return call, the Manager for that Dept., [redacted], has left Mrs. [redacted] several messages on her cell and home #s along with emailing her as well with no response. Please reach out to [redacted] at ###-###-#### or via his email address [redacted]. We would like to resolve this matter, but we need a response please.

Review: Starck Van Lines was supposed to deliver a mattress set from [redacted] on Thursday, July 24 between 12:00-4:00. It took three weeks for them to set a delivery date and getting in touch with them is, quite literally, impossible. They do not answer their customer service line and I have spent two hours at a time on hold with no response. I called them and finally got someone on Wednesday, July 23 at which time the company's representative told me that the delivery would be Thursday, July 24 between 12:00-4:00. I took precious vacation time to be home and they never showed up. Again, I could get no one to answer the phone or return an email. I tried again this morning to no avail. This is completely unacceptable.Desired Settlement: I want Starck Van Lines to refund me the full delivery charge that[redacted] charged for this item and to deliver the item on a Saturday when I don't have to take additional vacation time.

Business

Response:

The delivery was scheduled with the customer, but the paperwork on this delivery was misfiled and not put on the manifest. Once we recognized the error we attempted to reschedule, but the customer had cancelled their order. We do apologize for the inconvenience to the customer.

Consumer

Response:

Review: My company relocated me and hires Starck Van lines to move us to our new location. After the move we noticed multiple damaged items including a bedroom set from [redacted], a seven piece dining set, and an L shaped office desk that was attempted to be repaired. The items above are valued at about $7500 and we were not happy with a repair though wanted to give them a chance to make it right. Once the repair company completed the repairs they were not perfect though acceptable so we accepted the repair. The repair person noted on the paperwork that we may have issues later on due to the finish though did not state it to us, he just informed Starck Van Lines. Starck Van Lines with held this information form us and allowed us to think that everything would be fine with the furniture. a few months later the finish that was applied by the repairman started to flake off and now the furniture looks worse than before the repair. We contacted Starck Van lines and was told at first that they wanted to make it right. The next day we received an email stating that they were not going to replace the product but wanted the repair man to attempt to fix it again. We talked to the repair man and he stated that he could fix it again though it will do the same thing. this is not acceptable as w will be in the same situation in a few months. after communicating this to Starck we were told that they would not do anything to resolve the issue. We are now stuck with $7500 worth of damaged furniture that was damaged by the Starck Mover. This was also the worst moving experience that we have ever been through. we have been moved by professional movers multiple times and never received such poor service and/or quality of service in the past. the attitude and quality of work was very unacceptable for a corporate moving company.Desired Settlement: We are asking to have all furniture replaced and the estimate is $7500 if we can settle without requiring the need to sue the company. If this matter goes to a legal process we will seek replacement furniture, legal costs, lost time, and compensation for the mental impact on our family while dealing with this company.

Business

Response:

The [redacted] signed off on all repairs in September 2012. At no point did anyone withhold information from them. We do not operate that way and never would. After speaking with Mr. [redacted] and the [redacted], the repairman stated while he was doing the repairs that there was evidence of an oily cleaner/polish that he stated may cause refinishing difficulties, but this was prior to the repair and he s/w the Mrs. about this that is how he knew she had a cleaning company come in to clean because he pointed it out to her and asked what kind of cleaner she was using or what was she putting on her furniture. He was able to refinish the products to their satisfaction and I have the signed release form from [redacted] for the repairs that were made. When we recently received the call from the [redacted] that there were issues with a few of the repairs made from Sept. 2012 our Claims Specialist reached out to the repairmen immediately and asked him if he would reach out the [redacted] to look at the repairs to the items they were talking about. When he reached out to her she had told him not to come out even though he does a great job and has been in the business for a long time that if he couldn't 100% guarantee that she wouldn't have any issues in the future that she was just going to get her furniture replaced (she has also stated this in an email to our Claims Specialist). We informed them that we can't replace the furniture. Mr. Decanter had signed the claim settlement check that is stamped where he signed that states "By acceptance, I hereby release completely and forever discharge the carrier (Starck Van Lines), its agents and employees from any and all claims pertaining to this shipment". This was sent to them along with a letter that stated the same thing. As previously stated, we also have the signed release form from [redacted]. The offer still stands that the repairman that did their repairs would be glad to come back out even though he has the signed release. We can not go back almost a year later after the claim was settled and replace their furniture. The Account is aware of the situation and has been dicussing this situation with the [redacted] as well.

Consumer

Response:

There are a lot of holes to their side of the true and actual events as it pertains to facts and the actual sequence of events. The only piece of furniture that was in question as it pertains to the furniture cleaner was the desk and not the other pieces of furniture. He did ask me what kind of cleaner I used on my desk and I told him I wasn’t sure what our house cleaners have used in the past. He never once stated that my furniture might cause refinishing difficulties. He did show me after he did the work on the desk where he wasn’t able to match the two-piece desk, though showed me and stated that it was the best that he could do. I could see a difference in the color though it was not very noticeable. He also never mentioned that there might be an issue with his finish and how it will stand up over time. If he would of told us that there might be issues over time, we would never have agreed to the repair and pursued a replacement and not have let him finish the repairs.

After he was finished with the initial repairs I was satisfied with the work, though again, he never once stated that there may be finishing difficulties over time with the adherence of the product or that it might flake off. If that were communicated to us at the time of the repair, again, we would have made a different decision and would never have accepted the work that he did. Now the furniture looks worse than it did before the repairs. If there was an issue with the cleaner used, a true professional would know that the wood would need to be repaired a different way and not to attempt to adhere stain or color to a surface that he knew would not stand over time. We are not wood experts and have never claimed to be at any time. We entrusted the wood expert hired by the moving company to understand the product, repair techniques, and to communicate to us honestly what was the result and potential future issues that we may come across as it pertains to his repairs. He withheld his concerns from us.

As for the timing between the repair and our complaint, we attempted to reach out to Starck Van lines in January when we noticed the flaking (we have the email that we sent without a response from Starck in January). We probably would have noticed sooner, though the table was in a formal dining room with no use and the desk in an office that was rarely used, as I was pregnant and not working at the time. A few months later and after having our fourth child in January I reached out to Starck again through their email and didn’t receive a response back. I then contacted them on the main phone line and finally got in touch with our claim handler. She stated that she never received the email in January though she does remember the horrific move that we went through and the dozens of items that were damaged including the wood furniture. She told us not to worry about it and ensured us that this will be resolved. I asked her if I can send her receipts for our furniture and she said yes. I told her I might not be able to find all of them and she said just to do my best and try to find something that is comparable to the items that were damaged.

They then decided that the best solution was to have [redacted] come back out to repair the item. He called us and told us that he had noted in his paperwork that we may have issues down the road and He also stated that if he attempted another repair that we would face the same issues. I then told him that we didn’t want him to come out to fix the furniture if that was the case that I was going to contact the movers and have our furniture replaced. We obviously are not confident in his ability to perform his job and declined him coming back out due to the fact that he withheld information from us and has little confidence that he can repair it correctly if attempted.

We reached back out to him after talking to Starck and asked him for a copy of that paperwork he said that he wrote the notes on about potential future issues. He said that he could not provide that to us, as it was the property of Starck Van lines.

We had another wood expert consult our issues. He stated that due to the extent of the damage to the furniture, the repairs should have never been attempted to be done in our home and should have been taken to his shop in order to complete the repairs correctly. He also stated that anyone that repairs finished furniture would know to remove any cleaner before attempting any repairs.

This company has put us through a high level of mental stress, created a challenged home environment, thousands in damaged furniture, and now dishonesty, lack of compassion and trying to cover up the truth in order to save money for the organization. We were happy in the beginning to work with a moving company that was a faith based company and were confident that a company that, on paper, sounded like they would do the right thing. We are not asking for more than we are owed. Before the move we had furniture in good condition, now we have furniture that flakes off when you touch it and is now passed the point where it can be repaired. This product needs to be replaced at its replacement value. We have attached a couple pictures of his attempted repairs.