Steel City Movers

On Thu, Aug 25, at 4:PM, SCM Office wrote:*** My apologies that it has taken this long to get back to you in writingI was out of town with limited email access since we spoke last week. I satisfied *** ***'s grievance
that she thought we weren't working on her damage claim and were ignoring herIn actuality, I began working on her damage claim (performing our internal investigation, interviewing her movers, etc) the same day she emailed us. She emailed us on August 1; the single busiest and most hectic day of the entire calendar year for moving companiesIt is not an excuse or a justification, simply an explanation that for that reason, it slipped my mind to email her back and let her know I had initiated the investigation. I provided this information to her, complete with time stamped screen shots of my investigation, and she indicated to me that her grievance about us not handling her claim was resolved. In the coming days, I made an appointment to go to their home and personally inspect the damageI did so, and they asked if they could have a few days to discuss a proposed solution that they feel would make them wholeThey cited feeling pressured to make quick decisions on the day of their move as a stressor, and I said I would happily wait a few days for them to discuss what would make them wholeI provided them with my direct email address and told them I would await their response this week. They have not yet reached out with a proposed solution; it is my intention to email them tomorrow to remind them that I am waiting on their proposed solution to move the damage claim forward, and we can hopefully reach mutually satisfactory resolution. I have attached screen shots of my response to *** to prove that we were working on her damage claim from day 1, and taking responsibility for neglecting to tell herBryan SG***, presidentSteel City Movers LLC###-###-#### office***

On Thu, Aug 25, at 4:PM, SCM Office wrote:*** My apologies that it has taken this long to get back to you in writingI was out of town with limited email access since we spoke last week. I satisfied *** ***'s grievance
that she thought we weren't working on her damage claim and were ignoring herIn actuality, I began working on her damage claim (performing our internal investigation, interviewing her movers, etc) the same day she emailed us. She emailed us on August 1; the single busiest and most hectic day of the entire calendar year for moving companiesIt is not an excuse or a justification, simply an explanation that for that reason, it slipped my mind to email her back and let her know I had initiated the investigation. I provided this information to her, complete with time stamped screen shots of my investigation, and she indicated to me that her grievance about us not handling her claim was resolved. In the coming days, I made an appointment to go to their home and personally inspect the damageI did so, and they asked if they could have a few days to discuss a proposed solution that they feel would make them wholeThey cited feeling pressured to make quick decisions on the day of their move as a stressor, and I said I would happily wait a few days for them to discuss what would make them wholeI provided them with my direct email address and told them I would await their response this week. They have not yet reached out with a proposed solution; it is my intention to email them tomorrow to remind them that I am waiting on their proposed solution to move the damage claim forward, and we can hopefully reach mutually satisfactory resolution. I have attached screen shots of my response to *** to prove that we were working on her damage claim from day 1, and taking responsibility for neglecting to tell herBryan SG***, presidentSteel City Movers LLC###-###-#### office***

Review: I have had steel city movers move us 4 times in the last 5 years. During our first move there was a slip up with my sons bed. Bryan came out and fixed the bed and apologized within that same week. Everything else in that move went great, and the movers were awesome. That was the only time I ever had issues, until this last move. Not only did I have damaged furniture (a coffee table, 3 bedroom end tables, 2 bed frames) I also have damage along my walls and banisters. We jjst built our home, all walls are white, and we had just closed the day before our move.. so everything was in perfect condition. I have multiple holes and scrapes. Carelessness. We noticed the coffee table damage the night of the move and they offered to take money off our bill, but when I emailed all the photos and an email to them last weekend with all the damage -- no response. Nothing. We had a concern over insurance changes a few days prior that only showed us that these guys quit caring now that they are bigger. And congrats, because I will be sharing my photos and testimony to how much of a rip off our 1700.00 move was and now have to pay even more money to fix damages caused by your company.Desired Settlement: Refund or repair

Business

Response:

On Thu, Aug 25, 2016 at 4:03 PM, SCM Office <[redacted]> wrote:[redacted]

Best moving company ever. We have used them four times. They are efficient, pleasant, hard working and reasonable.

I get it. It’s hard finding a company to handle your personal belongings, I’m a stickler on this. BUT having to use the Steel City Movers 3 times, I can vow that you are on the right path when you pick STEEL CITY MOVERS
As I mentioned before this was the 3rd time using them.
I helped my brother with his move on June 1st. Thanks to their staff for making it so easy.

Not only were they on time, but they were early! I appreciated that very much since my new building had strict time schedules for the elevator.
Holmes and his crew were great. They helped make the move so easy and were very friendly and efficient.
The price came in under the estimate, even when the price for tape and extra packaging was added on.
I will definitely use them again!

Review: I hired Steel City Movers to conduct our recent move. The following issues occurred. First, the truck that they brought based on their estimate was not big enough, causing them to make poor decisions on how the furniture should be arranged. I also had to rent a truck mid move to complete it.Second, they damaged an armoire of ours and BADLY damaged our dining room buffet. The armoire was scratched on the top face from something leaning on it and denting and rubbing the finish off. The buffet was damaged because they put a dresser, which was very heavy, legs down, on the top of the buffet. It left huge dents or divets in the buffet and cracked the top.Third, the issue resolution process. Our main goal in the resolution was to get the furniture to as near as possible to the condition that they were in prior to the move. I first asked for the retail value of the pieces, but Steel City refused and offered to have them repaired. We selected two different repair places for estimate. One on their referral and one that we found. The estimators came and we were more comfortable with the reputation, process, and estimate that one we found provided. However, Steel City refused to use this one and made us go with the one that they referred because it was more economical to them. Their choice performed the repairs and as suspected, the armoire came out OK (not perfect, just OK), but the buffet was less than adequate. You could still easily see where the repairs were done. After the repairs, we sought and were promised further remuneration but were refused. Our original agreement was as follows: "If the repair sites are reasonably noticeable, but the pieces maintain their structural and functional integrity, then we can discuss an additional amount SCM would pay to compensate you for loss of enjoyment of the still-functional pieces."Well, the repairs were noticable and Steel City refused to uphold their agreement due to the [redacted] review we left for them.Desired Settlement: I would like Steel City Movers to honor their offer of further remuneration based on our dissatisfaction of the repairs we were forced to accept.

Business

Response:

Response to Review:

I’m sorry you had a negative experience with Steel City Movers. In cases like yours, where the damage done to items is not structurally or functionally compromising, Steel City Movers always provides the following three options: Clients can opt for Steel City Movers to pay for a furniture .repair professional of our recommendation; they can accept a partial cash settlement in the amount of our preferred repair professional's estimate to be applied to the repair solution of their choice; or they can open an insurance claim. Industry Standard insurance coverage for items damaged while moving only pays $0.60/lb per item for bulk, or takes standardized value minus depreciation, capped at 50% total value for furniture items. We felt that neither of these were sufficient remedy for the damage caused to your buffet. You were unable to produce a receipt, but insisted on being reimbursed full value

for the 14 year old buffet which had not been structurally or functionally.............

compromised. The estimate from the repair professional you consulted exceeded the (unverifiable) original purchase value you set for your furniture, and we both agreed that though they were your preference, their cost exceeded reasonable expectation of our responsibility.

Steel City Movers employees personally inspected the furniture after repairs were completed-rf any damage done to the furniture by Steel City Movers was still visible, it would have been sent back for further repairs until it met the highest standards of quality. We believe that the photographs we have on file of the furniture before and after repairs, which we would gladly furnish to the Revdex.com, contradict your claim about the repair quality, but we understand the emotional trauma of having your furniture damaged in the moving process.

We pride ourselves on our ability to provide excellent moving services and excellent customer service, especially when things go wrong. We did not refuse further renumeration because a negative review was left. In our correspondence, a representative of SCM said the following:

"[We are] not offended by your recounting of the events as you saw them. You have every right to leave a review of your negative experience."

As your furniture was not structurally or functionally compromised, as we have already paid for professional out-of-house repairs, and as you have already received financial remuneration in excess of the insured value of your buffet and armoire, we consider this matter closed. We regret that you choose to remain dissatisfied despite our best efforts.

-Steel City Movers

Consumer

Response: