Complaints

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Cotter Moving recently. When they arrived, I told them I had items in the apartment and 3 garages that needed to be moved. The first item they put in the truck was my 87-inch TV. They did not wrap it with anything to protect it. After loading items from the apartment and 2 of the garages, the truck appeared to be full. I asked the movers if we were going to have to take 2 trips, reminding them that there was a third garage with things to pack. At this point, one of the workers began to push everything towards the front of the truck to make more room, shoving items together. When arriving at the house, the TV was brought in with no padding of any sort around it. When I turned it on later that night, I realized the screen had been ruined and wouldn’t show any picture. There were just a bunch of horizontal and vertical lines across the TV, with a starburst pattern in the bottom right hand corner.

  Customer response

  11/01/2022

  [BBB transcription. Consumer filed duplicate complaint; please see attachments]

   

  I used Cotter Moving recently. When they arrived, I told them I had items in the apartment and in 3 garages that needed to be moved. The first item they put in the truck was my 87-inch smart TV. They did not wrap it in anything to protect it. After loading items from the apartment and 2 of the garages, the truck appeared to be full. I asked the movers if we were going to have to take 2 trips, reminding them that there was a third garage with items to pack. At this point, one of the workers began to push everything towards the front of the truck to make more room, shoving items together. Upon arriving at the house, the TV was brought in without any padding around it. When I turned it on later in the day, I realized the screen had been ruined and wouldn’t show any pictures. There were just a bunch of vertical and horizontal lines across the TV, with a starburst pattern in the bottom right hand corner. The next day I contacted Cotter, and was told that there wasn’t anything they could do about it, that I should go through my homeowner’s insurance. After reiterating that they caused the damage, I was told that I could fill out a claim form. I filled out the form and received a check for $57.00, which doesn’t begin to pay for the TV.

  

  Business response

  11/15/2022

  [BBB transcription via email from the business; see attachment] 

   

  Thank you for sending a "SECOND NOTICE" regarding the complaint filed by ****** ******.

  We didn't receive or didn't realize the "new message from BBB" was important. I receive so many emails daily, that a lot of them are deleted if they appear to be general correspondence. The old fashioned method of using the phone is best for me.

  I have spoken to Ms. ******, we sent a claim form for her to complete and return. Her claim was returned and reviewed, a letter was mailed to her with a check according to the valuation protection she chose to release her household goods at.

  There are written statements from both movers on her crew, that the television was unplugged when they moved it and it was properly wrapped (with pads and stretch wrap once on the truck) and strapped to the wall of the truck. The wrapping would have been removed before the television was carried in at the destination, the pads stay in the truck and the movers have a better grip on the items without extra padding. The movers viewed the television when unwrapping and carrying in and did not see any damage. Ms. ****** did not note any damage at the time of delivery.

  We always recommend customers take advantage of our free in-home survey, it is a great time to ask any questions you may have to avoid unfortunate situations such as this one.

  Please see the signed estimate, the local move checklist and the claim response letter for reference. Thank you for considering our perspective.

*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. ↩