Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 30th, Richard’s Moving Solutions moved us out of our home. Our personal items were moved to a storage facility by them on this day. On October 17th we had them move my personal items out of the storage unit to my new residence. Before we left the storage facility, my bicycle was on their truck and it fell out of the side door when the movers were pushing items around inside the truck. The bike fell almost 6 ft to the ground. None of the movers helped to pick it up or expressed remorse or apologized or checked for damage. I also realized when they were moving items from the unit that a black bag was torn open which contained a wheel and mounted tire for my car. It was torn open where the center of the wheel was. I could see the BMW emblem, center-cap and center of wheel were deeply cut/scratched. There was one long horizontal cut/scratch and one long vertical scratch. Both intersected on the recessed BMW emblem. I called the moving company and reported it while at the facility. Once my items were moved to my residence, I discovered a box that was bent and haphazardly retaped. Inside, I found nothing other than packing paper. My 1:18 scale model ******* *** and ******* *** were missing. I notified the moving company. They responded dismissively about my damaged wheel and missing cars. Days later, I noticed my *** box, which contained a *** video-game system, was missing. The damage done to the wheel will cost at least $140 to refinish it at a reputable wheel repair company. The ******* 1989 ******* *** ** valued at $200-400. The 1988 **** ******* *** is valued at $60-120. The *** video game system I paid around $300. I am very upset over the response I received from Betty, Richard D*******’s secretary, by phone and email. They do not want to do anything about the damage to my wheel or about my missing cars, and said that she is sure I will find them. I would like the Better Business to help me resolve this matter. Thank you.

  Business response

  11/12/2024

  I"m writing in response to *** ********** ****** complaint # ********

   

  Thank you for reaching out regarding one of our client's recent experiences with Richard’s Moving Solution. We take feedback very seriously and want to address any concerns thoroughly.

  We were initially hired by your parents to move their household, including your belongings, from their home to ********* **** ******* in *******, approximately 20 minutes away. When our team arrived, all items, aside from furniture, had already been packed by you and your family. During our walkthrough and in our phone conversation with your father, we made it clear that Richard’s Moving Solutions cannot be held responsible for any pre-packed items, as we are unable to verify their condition or existence prior to packing. This disclaimer was important to clarify because we have no way of knowing the initial state of any item packed by the owner or if any pre-existing damage existed within these boxes.

  Our movers carefully transported all items to the storage facility under your parents’ supervision. Once at the storage unit, our movers did not have access to the storage contents after the move was completed, as the unit was immediately secured by your family. When you requested a move-out from storage to your new residence, our team was happy to assist, and you were present for the entire process.

  Regarding your specific concerns:

  1. Bike Incident: We sincerely apologize if your bike was accidentally dislodged. Our team did not intend for this to happen, and it should have been acknowledged on the spot. I addressed this internally to ensure better handling of such incidents in the future.
  2. Car Wheel Damage: During the move, you called to inform us about a scratch on the car wheel. One of our movers immediately took photos, which are attached for reference. While we strive to handle items with care, as stated previously, items packed by the owner and pre-existing conditions or damages that are not inspected by our team before the move are outside our liability. However, we do apologize for any inconvenience this may have caused.
  3. Missing or Retaped Boxes: We understand that you found a box retaped and containing only packing paper. Please know that our team did not pack or unpack any of your boxes. If any items are missing or damaged, they were not handled by us between the time of storage and the final delivery. We have a dedicated, trustworthy team with years of service and no prior complaints of theft or missing items.
  4. Additional Missing Items: We acknowledge your report of the missing model cars. Given our movers’ trusted record and consistent oversight during the move, we would be surprised to learn if any items were misplaced or removed during our service. We recommend reporting these missing items to the storage facility as well as the junk luggers that your family had picked up their unwanted things , as it may provide additional insight or assistance.

   Please know that we greatly value our customers' trust in us and will continue to uphold the highest standards of service.  Please see the attached photos.

   Thank you,

  Betty & Richard D******* 

  Customer response

  11/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The response I read is extremely disappointing and upsetting.  The dismissive, turncoat communication improves nothing.  None of what happened to my belongings should have occurred.  I expect my possessions to be carefully moved and for all items to make it to my intended destination.  This did not happen with multiple items and I am very upset.  This is inexcusable.  
  
  ****, the man your company initially spoke to, is not my father.
  
  Most of the items were packed by my Mother and I.  Some items were not, due to time constraints, and your employees had to pack and or wrap them.
  
  All items were not packed and moved under the supervision of my parents or I.  ****, my mother’s friend, was not present at our residence on August 30th or October 17th.  My mother and I could not be with your employees at all times… whether that be them packing possessions, lifting them, carrying them through a room or 2, or hallway, or basement, between the house and the moving trucks and inside the moving trucks.  The same applies to the storage unit.  My mother and I could not be with every one of your employees/movers every minute between loading and unloading inside the storage room and them carrying and wheeling items in hallways in the storage facility and outside the storage facility building and them loading/unloading  items inside the moving trucks.   What was occurring to certain possessions during this time is the problem.
  
  The storage unit was locked by us while your employees were at the facility and we all left at the same time.
  
  I am positive of how I taped the box which contained my 2 model cars.  I recall the boxes inside which contained the car with paper surrounding the boxes.  The exterior and interior boxes had no bends, rips or tears when I taped them.  When I saw the exterior  box at my residence after the movers dropped off other items, I discovered this box was bent and taped diagonally loosely and very sloppy.  The box was lighter too.  I know I taped the box with clear packing tape parallel at all edges and seams of the box and where the flaps met.  I never diagonally taped it.  Once moved, One of the edges was torn back.  But not enough for the  boxes which contained the boxes of cars to fall out.  Your employees definitely handled this box and were responsible.  Your employees may or may not have been dedicated or trustworthy prior to handling possessions with other customers.  Clearly with my items listed, they were not trustworthy or dedicated.
  
  My 2 model cars should have not been removed from the box I packed them.  My wheel should have never been cut/scratched, nor the bag torn open.  My *** should have arrived at my home.  My desk legs should have been wrapped down to the bottoms, by your employees , and they were not which resulted in scratches when they propped the desk on it’s side and pushed it across the floor of the truck and also the storage unit without a blanket under it.
  
  I am well aware of the difference between existing wear on my wheels and recent damage caused.  I have many records, photos and documentation pertaining to my vehicle and wheels.  Just because anything has wear doesn’t give someone the right to damage it.
  
  *********** was at our house for about a hour and I stayed with the 2 employees during that time directing them what to take and not to take.  Your 5 employees were there at the house for considerably longer, and I could not be with all 5 of them at once.
  
  If your company is only responsible for items which your company packed, than apparently any other damage done to anything not packed by your employees will not be covered.  So if the movers left scrape marks along the wall inside the house, your company would not be responsible… that is unacceptable.   If your movers dropped a piece of wrapped furniture on the hood of my car, your company would not be responsible for the damage to my vehicle… that would also not be acceptable.  Employees of any company that go out to a customer’s house and they cause damage to their home, car or personal items, they are responsible for the damage they caused.

  Sincerely,
  
  ****** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩