Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, October *******, Baltic Movers picked up my belongings in *******, ** and then my boyfriend's belongings in *****, **. Our belongings were delivered to our final place in Oen coee, **. When one of the bedroom sets were off loaded from the truck and placed inside of our garage, the dresser drawer had deep scratches on the upper left-hand drawer. Those scratches were not there when the movers initially picked it up. When we called this to the movers' attention, they said the scratches were already there. The scratches came during the move. The mover called their manager to discuss how to handle this. The mover sent pictures of the damages. We also had pictures from a posting of the bedroom set that was placed on ******** Marketplace earlier in the week as to sell it. After talking with the manager, he initially said he would discount the final total by $30. We said no, then he discounted it by $50. The evening of October 27th, I noticed the leather chair to the dining set was damaged. It has a straight line from left to right about 4 inches which appears to be a tear, slit or gash. I emailed the manager, Sandis, on October 28th and he said it was the material of the chair that have ****** over time and have cracks. I emailed him back after his reply to tell him that is not the case & in that same emailed I let him know that the desk has a 5 inch chipped on the leg of the desk. He had not responded. It's the manager's response in me calling to his attention that some of our items were damaged and he's placing the blame on us. Our furnishings are in excellent condition because we take care of our belongings. There were no damages to these items prior to the move.

  Business response

  11/05/2024

  Dear *****,
  
  
  Thank you for taking the time to share your experience with Baltic Movers. Were truly sorry to hear that your recent move did not meet your expectations, and we regret that some of your belongings arrived in a condition that wasnt satisfactory.
  
  
  At Baltic Movers, we take pride in handling our customers items with care and strive to deliver them in the condition they were in prior to the move. We understand how frustrating it can be when issues arise, especially when it involves furniture and items you value. Please know that we are committed to finding a fair resolution for you.
  
  
  Regarding the dresser and leather chair, our movers documented the items during the move, and while we offered an initial discount, we understand that this might not have fully addressed your concerns. We have reviewed the photos and communication from both our team and yourself, including the images you shared of the items prior to the move.
  
  
  To move forward, our team will reach out directly to discuss the condition of your items and explore further options to resolve the matter. Customer satisfaction is very important to us, and we aim to provide you with a positive resolution.
  
  
  Thank you for allowing us the opportunity to address this, and we look forward to making things right.
  
  
  Warm regards,
  Customer Service Manager
  ******************** 
  
  

  Business response

  11/05/2024

  We provided the customer with two options: a $30 refund or immediate repairs by taking the dresser drawer to fix it. Unfortunately, both options were declined. The customer preferred a higher refund amount of $50, which we accepted as a resolution.
  
  
  The following day, additional concerns were raised, stating that these items did not have any prior damage. However, its important to note that a thorough inspection and documentation of the items were completed on the day of the move, with signed paperwork indicating no existing damages.
  
  
  
  

  Customer response

  11/05/2024

   
  Complaint: 22485433
  
  I am rejecting this response because: Regarding the dresser, we did accept the $50 discount off the final bill.  We were able to immediately identify the scratches on the dresser based on the location of where the dresser was placed inside our garage.  However, damages to the chair and to the desk were not immediately noticed due to the time of night when the movers fininished unloading the truck. It had been a long day and the movers did not leave until well after 9:30 pm.  Going on 10:00 pm was when we first discussed with Sandis the damages of the dresser.  Due to the lateness of the night, not all furnishings were looked at.  The drivers gave us paperwork to sign which reflected the $50 discount for the dresser.  You can see that the movers were tired and ready to leave.  We were outside of the house at that point.  The cut in the chair and the chip on the desk leg was not discovered.  For Baltic Movers to say that the damage to the chair were already there and due to wear & tear is not correct. I would not call this to their attention otherwise.  All our other furnishings are intact because we take care of our furniture.  It appears the chair may have been loaded too tightly against something else which caused the slit in the chair probably in transit.  There were no damages prior to this move which is why I'm adamant about calling this to the movers' attention.  We had no other issues with the movers as they worked to move.  I expect fairness.  
  
  Sincerely,
  
  ****** ****

  Business response

  11/06/2024

  Dear *****. 
  We appreciate you taking the time to provide additional context regarding the damages. However, we must respectfully clarify a few points.
  
  Regarding the dresser, our team was transparent in offering the $50 discount based on the initial inspection and your agreement at that time. We were under the impression that this concluded the matter, as no other damages were identified or brought to our attention during the inspection.
  
  The subsequent claims concerning the chair and desk were raised well after the completion of the move, which makes it challenging for us to verify that these damages were indeed caused by our team. Furthermore, the issue with the chair appears to be consistent with general wear, and we find it difficult to attribute this specifically to our handling.
  
  We pride ourselves on conducting fair business, and we expect the same understanding from our clients. While we are open to constructive feedback, we must also set reasonable boundaries to protect the integrity of our work. Please know that we strive to resolve genuine issues promptly and fairly.
  
  
  Best regards,
  Baltic Movers Inc
  
  

  Customer response

  11/08/2024

   
  Complaint: 22485433
  
  I am rejecting this response because:

  In response to latest reply from Baltic Mover, I am providing additional photos to show damages are not due to wear overtime.  These photos were taken before the move and there is no damages.  Again, we take very good care of our furniture and would not pursue this matter otherwise.  Also, attached is a photo of the leg of the desk which is in the background of the photo showing the complete table set.  The additional damages were not identified well after the completion of the move.  The initial $50 deduction was only for the bedroom dresser damages.  The bedroom dresser was off loaded in the garage where the movers and ourselves were standing at the time they mentioned they were done with the move.  We all could see that & that's when a call was made to Sandis becuase the movers tried to say the damage was not done by them.  Again, it was going on 10:00pm, late night.  The other two damaged items were inside the home which were blocked by other items that were off loaded.  As soon as we saw the damages yhey were called to the attention of Baltic Movers.  There was not a lot of time that passed.  I'm asking that Baltic Movers accept responsiblity for the damage of the chair and the desk leg.  The chair is part of a complete dining set and is not consistent with the mover saying it is due to wear.   Pictures of the dresser prior to the move was also shown to the movers who delivered the dresser.  Again, damage is not caused by wear over time.  
  
  Sincerely,
  
  ****** ****

  Customer response

  11/08/2024

  Additional photos

  Customer response

  11/11/2024

  I do not understand why this is closed.  I have responded to Baltic Movers' last response in a timely manner.  On 11/8/24 I have submitted additional pictures to BBB & Baltic Movers.  The pictures of the chair clearly shows do damages to the chair prior to the move.  The pictures provided were not too long ago and clearly shows no wear & tear as Baltic is claiming.  This is not resolved satisfactory.  Although, their $50 discount was agreed to only on the damaged they caused on the dresser.  I expect Baltic to take accountability and rectify the damage at least to the Leather chair if not the desk leg.  I can probaby have the desk leg filled in with a furniture marker.  The chair needs to be repaired.  This is not due to wear and tear.  There are a total of 4 chairs to this dining set.  For one chair to be claimed by Baltic Movers as wear and tear is not correct. 

• Initial Complaint

  10/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Moved on 10/26/22. Baltic Movers packed our belongings, electronics, **'s poorly and damaged most of our stuff. They also quoted a price of $1600 for full move, and charged us $2263.00. When it came down to packing supplies they provided us with a list and double charged us the day of our move. When they were moving out our lazy boy sectional they did not take it apart correctly and damaged the hooks. The ** screen has lines going through it from damage. When the move first started I called ****** (owner) and told him they were careless with the items that they packed and wanted him to come by but he refused. We continued to try and communicate with the movers but they could not speak English or understand. Please I need help. They didn't provide the SERVICE they said they would and charged us more.

  Business response

  11/09/2022

  Contact Name and Title: Sandis Sales/Customer Ser
  Contact Phone: ************
  Contact Email: ********************************
  We appreciate your business and these kind of situations will help us improve in the future. We apologize for this and we offered a customer to file a claim and after that offer a refund. Instead unfortunately customer chose to go different direction.
  So to make it clear for everyone reading this, that none of the items were damaged except one small tv. Even nothing was broken or scratched, just a picture on the screen was little different when turned on. And there was full packing move for 3 bedroom house with not being able to fit everything on one trip. Move was done with 3 guys, per rate 165$/h. Job was quoted after an on-site estimate visit 45 prior for $1600, that included one full truck load. Items that was shown on that day, clearly would've fit on the truck. So first truck load was fully finished just a couple of hundreds on top of estimate. By knowing that customer on the day of on-site estimate mentioned to pack some stuff themselves. Just to note, that on the moving day, there was nothing packed by customer, our company packed completely everything. Garage, closets, stuff in the shelves and dresser, all kitchen and etc. Refund for packing supply price difference was mailed to customer immediately after our move. There was company's updated packing material list issued in between that period from estimate to moving day. Also owner was never reached, customer stayed in touch with sales and customer service representative. **** is not being honest about a lot of thing here, and trying make this very good executed job look very bad. There was a complaint from her in first 30min they have started working. ****** never refused to stop by, **** was told that this will be handled the right way. And it was. Because we received a text from her saying that everything is ok, and guys are working good. House was very dirty and smelled really bad, they had a lot of pets and they were not taking good care in terms of keeping their household in good condition. Guys never complained.

  Customer response

  11/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When ****** came to give us the quote we had the same amount of things as when they came to pack for the Full move. His helpers would not have known if it was more or less since they never came to do the original quote. The FULL MOVE was no more than $1600 and if his workers could speak English they would have communicated with us at that time if anything was different. The second trip was because his workers did not pack the truck properly and the second trip consisted of **** things. The condition of the house had NO BEARING on the price that they quoted see an attached email from ******. FULL MOVE that included everything in the house for $1600. They overcharged and damaged our TV and several glasses were broken. The reason we didn't put in a claim is that ****** continued to argue over email and the emails were getting nasty, I had no interest in dealing with that. They did refund $57.00 which I have not cashed until this case is figured out because they owe us hundreds in overcharging. When I called Sandis within the first 30 minutes it was because they were throwing our items into boxes without caring or labeling anything. They are extremely unprofessional and I will *** them in court for the additional funds if this is not resolved.
  See Attachment/File: Baltic Mover Quote.docx

  Customer response

  11/09/2022

  ***Document Attached***
  
  See Attachment/File: Baltic Mover Quote.docx

  Customer response

  11/12/2022

  ***Document Attached***
  The hooks on the sectional broke since they didn't take it apart and just rammed it up the ramp. This is how they broke the light outside the house as well. They wouldn't listen on how to properly take apart a sectional.
  See Attachment/File: F13AA56F-DDAD-451F-BD62-CDC506B25569.jpeg

  Business response

  11/30/2022

  With all of the respect we didn't damage anything except a tv, for witch we offered customer to file a claim and we asked to wait a week until we come up with a refund. I will mention that refund for packing materials used was already issued right after first complain. We did tried to even this situation out the right way. All we received was complaints, bad reviews and threats. **** packed and move all 3 bedroom house. Completely everything. And blaming estimation for overpaying something is just very disrespectful for people who worked hard for 10 hours.

  Customer response

  12/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is still no answering my concerns on how ****** came to our house and quoted us $800 - $1500 (at the most) and we were charge over $2,200! The house did not grow in the few weeks between moving. They are fraudulent and careless with people's possessions. The lazy boy section was also ruined and pictures showed how they carried it out without taking it apart. This is about making it right. They refund $57.00 which I have not cashed because they owe us more than that. This case can go to court, if need be.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sandis the owner does not work anymore stating he is the boss now!!but He sent me 2 very slow/Lazy peoples with very poor english and experience they streches the time to get more pay they took 8.5 hours for 3bedrooms 75% of my stuff was packed and he charged me extra $120 for driving!!!.they broke some of my lamps,dishes scartched my furniture throw everything in the storage to the point I can't access anything. Sandis haraced me to pay him extra$100 after threathen me and he said "that is okay not to be happy"He got $1100!! I am shocked that they blocked the whole space.Afterwards,I sent emails to Sandis to complain with pictures,he asked for more money to rearrange my storage.I feel i was scammed!!!now I have to hire anotther company to rearrange the storage and pay for new furniture dishes ane lamps

  Business response

  04/20/2022

  Business Response /* (1000, 8, 2022/03/23) */ Contact Name and Title: Sandis V****** Contact Phone: 4076009871 Contact Email: balticmovers@yahoo.com Thank you for being our customer. We apologize for any inconvenience it cost you. We are working towards perfection inside our company. We understand we don't the meet high expectations of customers every time. That we have set ourselves the first time and why this customer have chosen to use our services again. This is the second time this customer used our services. First of all, very little of stuff was packed, and loose stuff was all over the house, so basically it was a full packing move. All boxes that were packed were open. Customer was definitely not prepared for this move and was expecting from movers to take care of everything. Which they did. While doing that they were pushed and told they are doing their job slow. Even knowing they were just 2 guys doing 3 bedroom house with disassembling furniture and full packing as well. Customer was complaining about rates already before the move and said that everything will be packed and ready to go for us, to avoid extra hours. Also storage unit was upstairs with elevator and quite a walk to it. Also customer refused to pay for extra protection of furniture to store and stack them inside the storage unit. Also customer was not there to to give movers directions on how to pack the unit in terms of witch things will need access. Also unit had limited space for items to make any space. Items got scratched being stacked on top of each of other. There was no surprises form our side.

*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. ↩