Complaints

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was moving from *****************, ** to ************** and requested a quote from Scully Statewide Moving **** ******************* met with me at the *** home 9/22/22, estimated the load at ***** to ***** lbs, and would require 2 days - 1st to load and 2nd to unload. He said $4***** for insurance on the move was $264.. Given the time, distance and weight, I agreed to the cost. I told him the driveway at the ********** house was cracked, roughly in the center, of the three 9 foot slabs from the front edge of the house to the sidewalk. I told him I was concerned that the weight of the truck and my goods would displace the slabs and I did not want the truck up the driveway. I estimated the distance from street to front door at ******************************************************************************* large print across the top of his copy of the estimate. For the move- in 10/5/22, I was given the wrong time for their departure from ************ and arrived at the new house about 15 minutes after the truck. It was parked in the street in front of the house. I hurried to open the house up. The crew commented that the lay of the front door would make the move in difficult so I told them there was a rear doorwall they could access if needed. I was still catching my breath from the move-out at the *** house, the early morning drive across the state, being late and distracted, so I ran back to my car to gather my things. Before I could stop them, they had backed the truck up the driveway. At that point, I figured damage to the driveway, if any, was already done. After they left, the damage was obvious, all tree panels splayed and jackknifed unevenly along the cracks. I have had repeated, conversations with Mr. ********************** and his staff, provided photos, paid for an additional inspection, trying to file an insurance claim. It was past "concrete season" so I sent ******************* the only written estimate I could get 11/15/22, He has not responded to my voicemail or text messages.

  

  Business response

  01/10/2023

  Upon arrival to the delivery the driver got out and checked driveway and low clearances.  He seen multiple cracks in the driveway that had **** and grass growing through the cracks ( this can also be seen on the mls listing or zillow)  We contacted our insurance and they will do nothing for this as the driveway was in such terrible condition that adding one more crack would barely be noticeable to the human eye.  If this were a situation that was caused by us being a new driveway or a driveway that had no cracks we would honor the customers demands.  ******* has not even attempted to see about having us possibly take care of a few dollars of the bill for repairing the driveway.  We can't pay for a driveway that was already in this condition prior to us arriving and by the looks of it has been this way for years and years.  We will download pictures of driveway and the **** and grass that has taken the crack over prior to us moving her in.

   

  Thanks

   

  Pat Scully ************ 

  Customer response

  01/15/2023

   
  Complaint: 18711195
  
  I am rejecting this response because:the age and condition of my driveway is irrelevant - it was not to be used for the move-in. Due to ignorance, error, or disregard, his employees failed to comply with specific, written instructions against using the driveway for move-in. The Scully moving van, with an ***** lb, load, caused irreparable damage to 3 panels that must be replaced. I sent what information I could ( from ******* Leveling and *********************** **** the only available written eval and estimate I could get) to ******************* 11/15 22, with no response to the letter or additional calls/text. Mr ********************** has offered no restitution other than "50 bucks" for a monogrammed mug taken, and then lost, by a crew member after I served them coffee. Should Mr ********************** be unwilling or unable to file a claim against the insurance, bought to protect my property against loss or damage, he is still responsible for damages caused by his employees failure to comply with written instructions. If he objects to the info and estimate I provided, he is welcome to secure his own contractor to determine if the panels can be restored to their condition prior to 10/05/22, or must be replaced. I hope the damage during the move-out has finally been addressed for my buyers, and I will deal with the other damages to my personal property- scratches,dents, gouges, soiled carpeting, loose furniture joints- as I am able. I choose a BBB company, bought insurance, gave clear instructions, notified Scully of the problem, researched contractors, paid for a re-eval from my home inspector, sent requested photos or other information in a timely manner, all in an effort to address a problem I did not not cause, and that should not have happened in the first place.
  Sincerely,
  
  ***********************

  

  Business response

  01/19/2023

  Pictures were attatched to last comment provided by ***************  These are the same pictures provided to insurance company and was rejected as you  can clearly see the grass growing through cracks. We were also told eveything went well besides the driveway incident.  Now that time passes we are hearing about scratches dents etc.  The movers were not told to get off the driveway upon arrival, instead were given coffee prior to unloading.

   

  This sure doesn't seem normal if we were to NOT park on the driveway.  How can a moving company justify paying for a driveway that has had so many cracks taken over by mother nature that you can't tell if it's been a year or 20 years since it was in this condition.

   

  Had ******* come out and said " Hey I know the driveway is in bad shape but you made it a little worse what can we do about this"  that is a entirely different situation. But to ask a moving company to pay for something that has been in this poor state for a long long time is totally obsurd.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The initial process of the move and service was good. However, when I called to get an estimate to have our items moved out of storage, the quote was high. Therefore, we stated that we would just pick the items up. This is the first time we were advised that there was a fee for the service of bringing the items to the parking lot. When we initially inquired to use their service, we were advised that we could come and pick up the items at anytime, but to call first. They also said that we could come and grab anything that we needed. Consequently, a "pick up" labor fee was never quoted or discussed. The quote for pickup amounted to $850 for four men to move our items for four hours. Therefore, I called and stated that this was almost as high as the entire packing and moving labor, and that I did not believe it would take four hours to bring us our stuff. Dan then proceeded to tell me that when he looked at the unit again, he realized that his quote was high and it would only take three hours; that three hours is there minimum requirement and it would cost $470. When I asked to talk to the owner, he stated that Pat would call me back. The return phone call from Pat S***** was not pleasant. He immediately accused me of attacking his employees and was demeaning and repulsively rude. He said that I would need to talk to the owner of ***** *******, as he was the owner of S*****'s. When I asked for the number for the owner of ***** *******, he said it was himself. He then would go back and forth as a different representative of each company; thus, referring me to the other manager; which was himself. It was maddening and it, needless to say, caused me a lot of stress and was extremely upsetting. He then said he would make me a deal and do the job for $450, but that I needed a 28 foot truck. When I said I had an eight foot utility trailer and I needed this done in June, he stated that there was a $50 inflation fee. None of this was in our initial quote.

  

  Business response

  02/22/2022

   

  We moved ****** **** into storage 4/28/2021 with no issues. We received a call wanting a quote to move her from storage to Mackinaw City,MI 

  Quote was given and response was how much to load our trailer. I informed her that the moving company and storage are two different companies. She is in a private storage facility that does not allow customers in or out do to liability insurance issues but we could meet her over there with two movers to load her trailer and gave her the rate. Her response was I want it for free. I again told her we can move everything out of storage to parking lot where she could do as she wished with her own people but not for free but alot less money to just bring it out to her and she still was not happy. I informed her that S***** ********* ****** is the moving company and the storage is ***** ******* *** again two different companies. We also told her we could send her the agreement she signed with ***** ******* for her storage. But nothing I offered to her to try and make her happy was enough. She said she wanted me to talk to her lawyer and I asked for name and number and again nothing. At this point I believe we have offerd everything possible to her at all the discounted ways possible. I have Lease agreement for storage here and can send if needed signed by ****** for **** ** at 220.00 per month with ***** *******, ***

   

   

  Customer response

  02/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: I never stated that "I want it for free." I simply stated that we were offered a flyer and quote for storage and told that we could pick up or grab anything we needed at anytime, but to call first. Nothing in our agreement ever disclosed a fee or charge for the pickup if my items. These charges were not quoted or disclosed; therefore, I do not feel that I am required to pay anything to pick up my items. This information needs to be disclosed with the initial agreement. 
  
  Sincerely,
  
  ****** ****

  Customer response

  05/06/2022

   
  Complaint: 16778929
  
  I am rejecting this response because: 

  I received a phone call this week from *** Scully from Scully's Statewide Moving. He stated that he needed our unit and was offering us a deal of $1000 off his quoted $3600 moving fee to move us out of our unit to *************. I explained that we were not interested, as this amount in combination with what we have paid him, was more than the value of what is in the unit. I said maybe we could work with him, as we bought a house and are planning on trying to be out of the unit by mid-June. He told me that was not soon enough and became agitated. He started yelling at me and telling me he needed the unit. I told him that I was advised by my husband not to talk to him anymore and that my husband was going to have to call him back. He hung up on me. When my husband called him, he could not even speak, as *** yelled at him, cussed at him, and hung up on him 3 times, as well as threatened to evict us. Then, he told my husband he was charging us a $500 fee and putting our storage items in the parking lot. Please understand this was not a heated argument between two people, as my did not raise his voice or have an opportunity to finish a sentence or speak. This is how my conversations with *** go as well.

  
  

  We have never missed or been late on a payment. We paid this company the full amount they quoted us to move our items in storage a year ago. We were never quoted a moving out fee, and were told we could come and get our things whenever we wanted. Just to call first, and it needed to be within business hours. However, when I called a few months ago to tell them about our upcoming move and discuss the potential move out date of mid-June, they quoted me $850. Then stated they were a little high and revised the quote at $450. This quote was for hourly labor for a crew of men to move our items from the unit out into our trailer. I tried to speak professionally with *** Scully about the undisclosed amount in our quote, as I was planning on moving the items out and was unaware that we needed a service to do this. He became belligerent with me and I could not have a civil conversation with him about the matter. I then reported the situation to the BBB. 

  
  

  After the BBB report, he agreed to the $450 amount and this included our items being loaded into our trailer, as this is their policy. While I was still pretty frustrated by his business practices and did not feel I needed to pay him another $450, I agreed to this and let the office know we were still thinking mid-June.

  
  

  Prior to his recent harassing phone call, we were in agreement in price until mid-June. I do not know why he is trying to change the amount to $500 and threatening to put our items in their parking lot.

  
  

  In an effort to make everyone happy and get out of the unit asap, I rented a 24 foot trailer and am borrowing a 12 foot trailer and made an appointment for May 18th at 1pm to have the crew load our trailer. The office lady **** told me it is not their policy to put things in the parking lot and the quote included them loading our trailers. She also stated that I am due a refund for our rent, as we pay rent at the beginning of the month. When I texted *** to confirm the details and make sure we are on the same page with no surprises. He told me $500 and the items are being put in the parking lot. He also would not agree to our rent refund. 

  
  

  I have rented a trailer. I am planning on May 18th at 1pm. We will pay the $450 we agreed to and they need to load the trailer. I also want my check refund at pickup and a receipt for my payment. Nothing has changed in our agreement, aside from us not taking a deal he offered us. I feel harassed and bullied out of my storage unit. We are seeking any help we can get. Thank you for your time and I am looking forward to your response.

  
  

  *********************

  ************ 

  
  
  

*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. ↩