Complaints

• Initial Complaint

  03/14/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I hired FRSTeam of Virginia on 7/25/23 after my basement flooded to pack-up, move some of my stuff out to one of my buildings and to move and store some of my stuff off-site at one of their storage facilities then move all my stuff back into my basement without damaging any of my stuff. 1/29/2024 FRSTeam of Virginia Co-Owner Benny Mehta and his team moved my items back into my basement and they damaged and broke $1,220.46 worth of my items. I notified Benny Mehta the co-owner the next day that some of my items had been damaged and broken. I have tried to get Benny to reimburse me for my damaged & broken items but Benny says it's his word against mine and I did not notify him of any broken items the day they moved everything back in. The contract says I have 7 days to notify him of any damages. I explained there was 5 of them and 1 of me and I couldn't be everywhere at once. Plus, there were boxes stacked everywhere where they did move stuff back in also. I was busy trying to tell the one guy where I needed furniture to be sat back. It took me emailing, texting, and trying to call him for him to finally come out on 2/25/24 to even look at the damaged items. He said that he would email me the next day and I heard nothing from him. I had to text him and email him and try to call him multiple times before he finally emailed me on 3/6/24 saying that he already gave me a discount on the 1 month of storage that my insurance company wouldn't pay and that he would write me a check for the $350 I paid him for that month's storage. My insurance company has paid him over $9,000.00 for the pack-out, storage & Pack-back 3/6/24 I emailed explaining that was not acceptable that I wanted full reimbursement for the items they damaged. I received no reply. 3/13/24 I emailed I would like to receive the money for my damaged items. Benny replied that as mentioned in his earlier email that he can issue me a check for $350. I emailed that I wanted full reimbursement.

  Business response

  03/29/2024

  Please note one of the responses that were sent to the party concerned on 3/6/24.Quote:Good afternoon,I apologize for the delay in response as I was out sick.Please note the following in reference to your claim about the damaged items:When I visited the basement, I noticed that a very large portion of furniture and other contents were relocated by someone (not us) at your home when we compare that with how we left the furniture and cabinets when we completed the moving the items back in your basement. We can not take responsibility of any damage claim that you have related to this,We have already provided you with approx.. $350.00 in storage fees that your insurance did not cover,We were not advised of breakage of any plastic containers at the time of the moving items back. You were present all the time on the day of the moving items back,We also can’t accept your verbal claim that ladies dropped a few bins as you were supervising the move and you did not observe and advise us of any breakage to such bins at the time of moving. I would be happy to issue you a check for $350.00 as a full and final settlement towards your claim for damages.Please review the above and let me know how you would like to proceed.Regards,Benny MehtaUnquote

  Customer response

  03/29/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.When they left, my basement was stacked full of boxes in front of furniture and some taller than my 5’2” tall height. Because it was a month before he finally showed up to look at the items that had been damaged instead of the 4 days that he said he was going to be coming the first time he said he would show up.  I had unpacked the boxes and put things away. However, all three of the IKEA Alex drawer units that had been damaged were not moved because they were placed where I instructed them to put them, and the white ArtBin Cubes had been placed on top of them. And I obviously didn't move the IKEA Kallax cube unit that took two men to lift to put on top of another Kallax unit was not moved because it was still there when he came. And only a couple of the ArtBin Super Satchel White cubes had been moved. I don’t know what very large portion of the furniture was relocated that Benny is talking about? All furniture had been moved into place. The only furniture that had been moved was the cutting table that is on wheels and the Iron Board piece that was also on wheels, and I only had to move them a couple of feet. And they can’t jump up on top of the IKEA Alex Drawer units and damage the tops of the 3 that had been damaged. The contract stated I had 7 days to inform them if anything was damaged and I notified Benny the very next day. There were 5 people moving things from the moving truck and from my storage building to bring into the house... and I'm inside trying to tell the people where to place items. I obviously didn't have time to look over every single item or pull every ArtBin Super Satchel Plastic container from its cube (I have over 60 ArtBin Super Satchel Plastic Containers and 16 white cubes that are movable separately that have ArtBin plastic containers in them.I saw one of the girls outside was trying to carry one of the white cubes with the slide in plastic containers by herself and they are just too heavy to try to lift and carry with these plastic containers in them because most of them contain quilt kits which is fabric (WHICH IS HEAVY) and these containers slide out very easily. I was standing at the sliding glass door at one point looking outside and saw one of plastic drawer/containers fall onto the sidewalk. I was being called in different directions from inside the basement ie. "Where do you want me to put this?"   So I didn’t have time to look to see if it had been damaged at that moment. I went to tell where the guy where the next item was to be placed. The contract stated that I had 7 days to inform them if anything had been damaged so I would look things over later. If Benny is referring to any of the white cubes that had been moved, there were some that were too heavy to lift to put up on top of the cabinets, I wasn't going to take time up their time by removing the plastic containers for them to lift the cubes on top of the cabinet. (See attached pic) There were 5 of thses ArtBin Cubes and I have 16 white cubes that are movable separately that the ArtBin plastic containers in them.But they only had to move 14 because one I had already placed in the very back corner where they were going to be placed and one was brand new that I had bought to replace one that had been severely damaged by the water and I assemble in the month while I was waiting for Benny to come look at my items. Maybe that is what he is thinking that it looked like some of the other cubes had been moved in addition to the 5 because I placed that brand new cube on top of the other ones. He said that pictures had been taken before he left and I asked to see them but he would never show me.  If it hadn't been for the 5 cubes, where I had removed all the plastic containers in order to lift the empty white cubes up onto of the white cabinets I probably would not have noticed that some of the plastic containers were cracked and broken because the broken parts were hidden because they were placed back into the cubes. That's when I started investigating and pulling each one of my plastic containers out of the cubes and looking them over that how I found that the hard backboard on one of the cubes had been damaged. I WOULD NEVER have found that because it had already been stacked in the corner and more cubes stacked on top of it.  I put a little purple sticky note on all items that had been damaged. The neat thing about the ArtBin Super Satchel cubes is that you don't have to move them if you ever want to rearrange how the drawers are arranged. You just pull the plastic container out and adjust the drawer glides for a different size container or you just swap around the drawers (see attached pic)Benny gave me a $325 discount off the storage fee of $650 right before he left prior to me informing you that anything had been damaged which I paid in cash to him before he left the day of the move.  Then he offered that you would refund me $350 (I paid him cash and he must have forgot that he only charged me $325). That was a slap in the face considering they damaged $1220.46 worth of items. The day Benny finally did come and look at the damaged items a month after I informed him, he said it was my word against his and he had the nerve to say you can't see the broken areas on the plastic containers. Seriously!!! Mice can get into my quilt kits and make nests!  And when you hire someone to move your items without damage and items get damaged, as sometimes they might, during a move you expect to be compensated for the damaged items.I am one person, and I could not be inside and outside at the same time. I don't know anyone that has that magical power. I want to be reimbursed $1220.46 for the items damaged during the move. I’m not asking for reimbursement for more items that I have found damaged. Regards, ****** ******** 

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern: **** ***** ******* sub-contracted FRSTeam to remove all my belongings, clean items such as my clothing, including shoes, electronics, pots and pans, lighting, textiles, etc. I was by **** from FRSTeam that my belongings would be returned however to date I don’t have any of my things in my possession. I reach out to **** on 7/27/21 and ask for them not to clean any of my belongings. I ask for everything they took from my home to be returned to me. FRSTeam ignored me and continue to submit estimates to my insurance company and still are holding on to my belongings I shared **** ***** ********F1stTeam also failed to provide me with the compiled list (pictures and documentation) of the items that were removed from my home. I spoke with ***** ***** at F1stTeam and that they would return my items on the 12th or 13th of January 2022. I reached back out to F1st Team and was told that they were awaiting a check from my insurance company before he would return my items to me. I feel both companies have been unforthcoming with information and have caused me financial hardship and mental anguish. .

  Business response

  03/21/2022

  Our services included job scope, removal, preparing estimates, cleaning of emergency items, storage and return of items not returned yet. We have not even charged for storage through the date of delivery and I will be happy to waive that. These services have been billed to your insurance company, insurance has  approved the same, issued a check (first one in summer 2021) then reissued as the first check had expired due to no developments/ resolution on the claim between you, your attorney at that time and your insurance company. If you recollect, we were communicating through your attorney at that time, who has not been representing you since past few months. Please advise when you would like to schedule delivery and we will need you to endorse the insurance check so that we can get paid and we can all move on. 

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