Complaints

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 29, 2023: Nicolosi movers charged me over $1400 for a move that included neglecting my belongings at the original location and damage to my belongings during the move. I was given no option but to pay full up front and was told that the rest would be investigated to determine how it would be resolved. Mr. Nicolosi Jr., has all emails of our communication since that date and photos from the movers showing the damage already so I am not including this (I have all emails if needed for record). Our correspondence has gone on and on with empty promises and excuses for not providing recompense for what had occurred. Our last communication on 9/28/2023 was an offer to electronically send me $300 and that didn't happen either. Given that this has taken an unreasonable amount of time, the given fact that I had to repair damages incurred by the movers myself, and the company's complete lack of follow through and integrity, I am seeking a full refund for the entirety of what has occurred.

  

  Business response

  10/15/2023

  We sent Mr Celaya $300 and apologized for the inconvenience. Thank you 

  Customer response

  10/16/2023

  Indeed after endless emails and broken commitments, Mr. Nicolosi eventually provided $300 recompense but as he knows that barely covered the damage done to my furniture which I personally took care of myself. It did not cover the four patio chairs nor the large decorative pot that the drivers neglected to move. I gave Mr Nicolosi the option to "do the right thing" as a business owner without my putting a dollar amount on what would be right. After 2 months, three hundred dollars comes short of a reasonable recompense. I'm sorry their business is challenged currently but they need to be realistic. I paid over $1400 for that move.

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BEWARE OF THIS COMPANY. LEFT WITH THOUSANDS OF DOLLARS IN DAMAGED FURNITURE. I booked a move with Nicolosi moving and storage for July 29 th from California to Scottsdale. Drop off the first of August. Immediately, I noticed multiple pieces of furniture were damaged and the movers acknowledged they were responsible. I called Jack Junior (the owner’s son) the same day. He asked for photos which I provided through email. The movers damaged 2 beds, 2 night stands, dinette table, 2 dining chairs, marble table, and fridge. They also lost the screws to our dining room table so it’s not secured and cannot be put back together. After 10 days, he replied saying his team had a job in Phoenix in few weeks so they could pick up the damaged furniture and bring it to Tucson to be repaired. That meant we would have to disassemble multiple pieces, including our bed, and not having them for multiple weeks because we would also have to wait until they had another job in Phoenix to return everything. So there was no end date to when we would have our things back. I said this was not practical and asked him to find someone in town to repair the pieces his team damaged. After another week of unreturned emails, Jack said he would pay $600 divided in 2 payments over 2month. That doesn’t come close to covering the repairs. He also insisted we do not go through their insurance. The insurance we signed for in our contract. I have asked multiple times for the claim forms but haven’t heard back. Now after two months of the move, I’m left with thousands of dollars worth of damage & no one will return my emails. Beware of this company. They don’t abide by their contract and refuse to use insurance. We paid them thousands of dollars to move our home and now they can’t be bothered to return emails. We just want our things to be repaired or compensated for as was stated in our contract. Attached are some pictures of the damage.

  

  Business response

  10/04/2023

  To whom it my concern:

  It is unfortunate that after 35 years in business, we would encounter a customer who files a complaint based on her frustrations, rather than fact. It is true Nicolosi Moving & Storage did enter into a binding contract with Hoda Gaber on 6/22/23.  It is also true that she paid "thousands of dollars".  In fact she paid $7500.  A fair and respected price for the job performed in this industry.  Also true, were some damaged items that our technicians took full responsibility for, right away  as did Nicolosi Moving & Storage.  We are in receipt of Ms. Gaber's photos for 2 chairs, a table, a foot board, a marble dresser topper, and a nightstand. Of course we take this very seriously.  We take great pride in providing exceptional service to our clients, and have for over 35 years.  We are not perfect and things occasionally do happen. 

  For this reason, Ms. Gaber was asked to read the contract and let us know if she wanted to pay for" full replacement  insurance" or initial and sign the waiver that included coverage for .60 per pound, per item.  The contract clearly stated, and explained, initialed and signed by Ms Gaber. It certainly did not matter to us, which option she chose. She did however, choose freely and with full knowledge, the lower insurance option.  We did not say she could not use our insurance. In fact, we have already been in touch with our insurance company regarding this matter.  She is free to call them at 480-633-6682.  In a show of good faith, we explained that per her signed contract, and the insurance option she chose, she would likely receive roughly $200-$400 in damages. We offered to split the estimate she received in half which would give her $600. More than she will get if we turn this into the insurance carrier.

  We realize "that this does not come close to paying for the repairs", however this is the option she freely chose.

  Lastly, Ms Gaber, has created a much larger issue by reversing her credit card of $2500 and taking matters into her own hands without knowing the law or legal ramifications for doing so.  We take theft seriously and are requesting the return of the $2500.  As soon as we receive our $2500 , we will Zelle her $600 for the damages as noted herein. If $2500 is not received on or before Oct 18,2023, we will onsider taking legal action for the entire $2500 plus legal fees. 

  Nicolosi Moving & Storage has 100% abided by the contract signed by Ms Gaber.  We have a process that must be followed and it seems this process didn't fit into Ms Gaber's timeline of convenience.  We have made every attempt at making this customer happy and it seems that is the only thing we failed at.  

  Thank you for taking into consideration our value in this community, work ethic, and longevity. 

  Customer response

  10/13/2023

  
  Well I'm aware of the contract that I signed, this does not excuse negligence. The company is still expected to take reasonable precautions to protect my property, and it is clear that they did not do any of that.
  
  They never replied to my emails when I rejected his offer to pay $600 and asked for my right to go through the insurance.

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