Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Set up a move, that we confirmed 3 times. Communicated with owner all 3 times. ********* with owner twice to show the house and things to be moved/packed. They showed up for the move hours late- to be fair, we were delayed by a half hour, which was still within the original time frame (8:30-9:30, we were ready by 9)- but they showed up at 11. Even after we communicated directly. They damaged property, contaminated my bed, which is a $4,000 mattress, even after being provided a mattress moving bag and instructed specifically to use the mattress bags that we provided. The mattress is covered in gross pinky sticky stuff that looks suspiciously like mildew and with mold spots, which is a huge health hazard. The mattress is ruined. Movers did not bring all supplies to do the job that they committed to, had to leave and go get the necessary items because the owner never told them they would be packing the kitchen. They were gone for over an hour to get boxes and tape. Without permission, they tore apart a desk, which had spent over an hour just trying to get out of the house. The owner also indicated he would be leading this move. They did not even pack all the house, completely missed an entire kitchen island. The only thing they were scheduled to pack was the kitchen. The rest of the house was packed. After the truck was loaded, my partner called the owner to let him know the move didn’t go as planned, and the owner threatened to have them turn the truck around and hold our belongings. All because my partner indicated we were upset the desk had been taken apart and left in pieces, and that not all items were packed from the kitchen. The owner then called the crew, which were standing right in front of me, lied, saying my partner said they “busted” the desk. We were charged over $700 more than estimated for a job that was not even completed, with over $5,000 of items to either repair or replace. What’s worse, is the owner threatened us for speaking up about our concerns.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 2/2/23, Top Gun Movers delivered a couch to our address that we had purchased from Scherer Furniture in Buffalo, NY. When the delivery guys were bringing the couch into my home, they hit the glass in our storm door, and it shattered in a million pieces. After this, they brought the couch into my home. They acknowledged that they had broken it and immediately called their boss. ***** ********, of Top Gun, and another person, called me after it happened apologizing and said to look into replacement, and they would take care of it. I contacted the door manufacturer and they no longer produced the window as it was over 20 years old. I then received several quotes for storm doors and emailed them to ***** ********. The contractor we went with was one of the most reasonable quotes. I emailed it to ***** on 4/20/23 and on 4/21/23 he advised that it was a good quote and to go ahead with the order, and stated he would take care of it when it was installed with the receipt. Due to delays in production, we finally had the door installed in late August. At the time I sent ***** the invoice, advised him the work had been done and asked when I could expect payment. I have since called him several times and I and my husband have emailed him. He keeps stating he will be writing out the check (I've heard next Thursday, on Friday, etc.) but we have yet to receive the payment. I would appreciate anything you can do to help resolve us getting payment for the damage. On a side note, after the door broke, they forcefully pushed the couch into the house, which also did some damage to the couch. Scherer furniture came out a few times to our home and actually sent it back to the manufacturer. It still is not perfect, but I have accepted the couch. Also, it took me hours to pick the glass off the new couch and to clean up the front entryway. Small pieces and shreds of glass were everywhere.

  Business response

  09/28/2023

  The incident is regrettable, I apologize on my end for lack of response in August. As a small company I am a working Owner and frequently handling a never ending plate of tasks on a daily basis 7 days a week, 16 hours a day. I spent a lot of valuable time since April trying to resolve this, I do understand that unforeseen events and complications prevented the customer from getting it handled in a timely manner. I thank them for their patience. I was going to handle this out of pocket but as the estimates continued to increase and the issue has escalated to this point this will be handled through my insurance company for proof of resolution. They do require a actual paid receipt. Not estimates of service and products. I have attached my insurance carrier to the customer email. I hope this can be resolved quickly and efficiently with cooperation from both of us. 

  Customer response

  09/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Thank you Kevin.  I emailed the paid invoice copy to both ***** and the insurance agent he put on the email.  We will see what happens.   BBB will keep the complaint open until we hear from either party with an update.  Regards, **** ********

*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. ↩