ComplaintsforPronto Movers

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CARELESS AND RECKLESS or INEXPERIENCE and IRRESPONSIBLE would be best description if anyone hire this company. Beware. On about early February I spoke with three different movers one which was On Friday, February 10, 2023 Pronto Movers / pronto moving I spoke with Mr. ****** who appeared to be reasonable. He said many things and sold empty promises to move my items without damages. I decided to hire Mr. ****** because said “I can have this arranged for $2200+ tax.” I did not negotiate with him, I recognized the movers hard work and agreed. On February 16, 2023 price was agreed in writing for moving to first storage then March 23, 2023 to second move to home. The morning when he arrived at my door his price went up by $100 “verbally”. First tell-tell sign about Mr. ******. I agreed and shook hands. I don’t know, is it lack of experience or responsibilities or he doesn’t have knowledge of moving appliances. I had specifically told him I have high-end (brand new appliances), make sure nothing is damaged. He basically stuff everything in the truck putting things on top other things. Some fragile and valuable porcelains was put on the side, I told him take this at the end do not put anything on these boxes. He could NOT follow on simple importance of my things he did not communicate with his men. I had to tell each one them myself. Pieces of furniture with scratched. So if you are type of a person like me, who value his belongings I suggest you DO NOT consider hiring ProntoMovers/ProntoMoving. Unloading his truck of course at the end he damaged my appliances and (Mr. ******) was open to “said he will do something about it” I said thank you just have it fixed. The damages were caused by himself, he stacked a big heavy BBQ machine on top of my appliances which got dented. He did not get back when my stuff was in storage for 30 days. On March 23, 2023 second location moving day, when he delivered at my home we talked about the damages, he made some offers, I could not agree but days are passing, he started to go on offensive and disagree on things. I repeatedly asked him to fix it. I don’t want money or compensation or anything else. YOU DAMAGED IT, JUST FIX IT. They are careless and took no responsibility and are giving me the run around, the company is making it difficult. I care about my things specially valuables and my brand new belongings. Beware -he charge customer for his insurance deductible -he is not clear about (who is responsible) for the damages he caused under $200 -he will not repair the dents, scratches, scuff on appliances, drag furnitures cause small repair cost -his Price/Quote changed, so his written quote was false -how long will he take, he will give you the runaround

  

  Business response

  13/04/2023

  Morning,
  
  
  To sum up:
  -Pronto was hired by ******
  -We sent a 26ft moving truck to accommodate his 2 bedroom condo move.
  -He had more items then were listed.
  -Truck had to be fully packed to avoid having a second trip.
  -in the process there were some minor dents done to the top of his washer and dryer, (the only ‘damage’ done on his entire move.
  -We took full responsibility, gave him 2 options (while the appliances were still on the moving truck as you can see from the pictures he’s provided). 
  Option 1 - Pay the 200$ dedicated that every client agrees to when contracting Pronto for moving services.
  Option 2 - receive a 50$ discount on move to mediate the situation.
  -****** picked ‘option 2’
  -We applied it to his bill and he agreed to pay the bill later that day.
  -On the following Monday ****** called Pronto to inform us that he will be hiring someone to remove the dents and forwarding the bill. He was advised that his discounted moving bill has not been paid, nor has the deductible been paid.
  -He sent us a threatening email which was not appropriated.
  
  
  See email conversation for complete details on what transpired.
  
  
  ****
  ———————————
  Thanks for your email.
  
  
  When we agreed to pick up the washer and dryer it came to my attention that you still hadn’t made payment for the move 4 days after promising to make payment immediately after we left your home.
  
  
  -As clearly stated on our insurance terms and conditions that you agreed too, during the phone call and in person; the deductible is required. I will gladly pick up the appliances however they will not be delivered until the deductible has been paid.
  
  
  We are trying to get to a reasonable resolution however it doesn’t seem that your willing to work with us. 
  
  
  We do not appreciate the tone of your message nor the threats made towards Pronto or me personally. 
  
  
  Feel free to proceed in a manner that you feel is befitting.
  
  
  
  
  Regards,
  
  
  
  
  **** ** ************ ***************
  
  
  
  
  
  
  “Movers you can count on”
  
  
  
  
  Please note:
  
  
  
  
  Our quotes are carefully put together based on the information
  filled out by the customer on the website booking
  form. ********************************
  
  
  
  
  Please ensure you advise us of any changes to your move in
  advance.
  
  
  Actual cost may vary depending on the accuracy of the information
  provided.
  Sent with *****
  On Apr 4, 2023 at 8:43 AM -0400, ****** ***** *************************, wrote:
  Hello,
  
  On or about mid Feb on the first moving day, you said “I have insurance for my company” we are covered. Then “you” were negligent by stacking a large six burner BBQ machine on top of my Brand NEW Washer and Dryer and caused big damages. Unfortunately, the offers you called options was discussed not agreed 100%.
  
  You were advised get it fixed “you said you will pick it up tonight” I am still waiting.
  
  Once again, I am requesting you to send a repairman to repair with 48 hours no later than Thursday Apr 06 2023.
  Send a repairman to it fix it the damages
  Replace the machine with a new
  
  Please be advised, failing on the deadline you will force me to (repair, send invoice(s) to your company) or buy new machines send these invoice(s) and damaged ones) to you. Enforce it with everything in my disposal against you and/or your company. This will have a significant impact on yourself or your business including losses of revenue.
  
  ******
  
  
  From: Pronto Moving ************************
  Date: Monday, April 3, 2023 at 6:45 AM
  To: ****** ***** *************************
  Subject: Re: Moving Service - 02-15-2023 Damages
  
  Morning,
  
  Thanks for your email.
  
  Let me refresh your memory.
  
  Upon delivery of your belongings, we discussed your washer and dryer while they were on the truck, before being unloaded.
  
  I offered you two options.
  Option 1 - We take the washer and dryer to get the dents pulled out; which requires a $200 deductible being paid before proceeding as mentioned on our terms and conditions.
  
  Option 2 - We reduce your moving bill by $50 for the minor dents on your washer and dryer.
  
  You picked option 2.
  
  Five days later you called and changed your mind.
  
  We are now at option one; where the $200 deductible is required before we repair your appliances.
  
  If the deductible is paid before end of day tomorrow we will send somebody to come into your home and remove the dents.
  
  ****
  On Apr 1, 2023 at 10:01 AM -0400, ****** ***** *************************, wrote:
  
  Thank for the information. I am not sure I understand “Once we receive the 200$ deductible for the repair”? if you don’t mind please elaborate?
  I am happy to wait for few more days if it you need more time. However, please give me a sense of how long will you take to repair these dents?
  
  Thanks
  ******
  
  
  ***** ************************ ********* ************************
  Date: Friday, March 31, 2023 at 8:54 PM
  To: ****** *************************
  Subject: Re: Moving Service - 02-15-2023 Damages
  
  Evening ******,
  
  Thanks for your email.
  
  Once we receive the 200$ deductible for the repair of the dents we will initiate the process.
  
  Enjoy your weekend.
  
  Regards,
  
  **** ** ************ ***************
  
  
  “Movers you can count on”
  
  Please note:
  
  Our quotes are carefully put together based on the information filled out by the customer on the website booking form. ********************************
  
  Please ensure you advise us of any changes to your move in advance.
  Actual cost may vary depending on the accuracy of the information provided.
  
  
  Friday, March 31, 2023 at 8:50 PM -0400 from ****** **************************
  Hi ****, I hope you are well.
  As discussed on March 23, 2023 after second moving the damages caused on first moving date on Feb 16th I told you will need a paintless dent removal technician to repair the damages. Its a complicated process. On March 26th you said you will come at night but you did not. I’d assume you were busy. Please note, I am still waiting for you to come by or send a technician to fix the damages cause on top of my new washer and dryer.  
  
  Please, let me know when, give a date and time that you will come or send someone.
  
  Merci/Thanks
  ******

  Customer response

  14/04/2023

  
  Complaint: 19921271
  
  I am rejecting this response because: His offers were never agreed upon. When items were stored for 36 days where were  the efforts to make me these offers, to allow the time to think and respond. making claims is easy. It shows not only he lacks of experience that caused the damages on two of my machines (every time i look at it reminds me of his bad services) professionalism too. The damages cost is estimated under his policy thresholds. so his policy is void. he said he will take care of my machines... his pity $50 is not acceptable. It is shame he begs for $200 when the cost or repairs is $150. I expected and thought more when i met and spoke with him. it is proven, he himself is inexperienced and also unprofessional.
  
  Sincerely,
  *** *****
  

• Initial Complaint

  14/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Jan. 18th I called to Pronto Movers to ask if they can help me move on Jan. 25th in this kind the winter weather. They answered yes, and quoted 3 movers 4 hours $895+tax. ( which only take 2 hours). Jan. 25th one of mover carry a glass top without cover with blanket, he slipped on the stairs and broke it. After finished moving I inspected all furniture found 1) dresser was damaged on corner.2) media Center door pushopener broken. 3) one of mover take away my measurements tape. I informed the company all the issues. They blamed the building maintenance, not clean the stairs cause slipping step (The stairs was clean before they start moving). They refused to take any responsibility. I was very patient to give them one week to solve the problem. But never get answers. No phone, No email. By call professional moving company and did not prepare for the weather conditions, this is not acceptable. I want replacement my glass tabletop, repair my damaged furniture and return my belonging.

  

  Business response

  15/02/2022

  Hi ***,
  
  
  We didn’t hear back from you after the last email we sent regarding the insurance terms and conditions that you agreed to when booking our services.
  
  
  We had multiple emails back and forth however you stopped communicating and resorted to contacting us through the BBB.
  
  
  Please read following excerpts from the insurance terms and conditions that you agreed to prior to booking us:
  
  
  **Please refer to number 5 in regards to glass table top**
  
  
  The moving company shall not under any circumstances, be liable for:
  Loss, damage or delay to any of the goods described in the bill of lading caused by an act of God, the Queen’s or public enemies, riots, strikes, a defect or inherent vice in the goods, an act or default of the consignor, Owner or Customer, authority of law and or quarantine.
  Mechanical quality of any electronics or appliances.
  Acoustical quality of any musical instruments
  Damage to articles made of press board, particle board or wafer board or similar structured materials.
  Damage to glass, marble or similar materials, as an independent item or as part of articles being moved (unless proper packing provided by customer, e.g. cardboard box with corners support for glass table tops, wooden crate for marble table tops.
  
  
  
  
  As for your dresser the movers agreed that it is a possibility while maneuvering into your bedroom it was damaged. They denied damaging your media unit; it’s not clear what the issue is there.
  
  
  
  
  With all that being said we have 2 options to have this rectified:
  
  
  1)We can reimburse you 250$ and put this issue behind us.
  
  
  2)We can have your dresser repaired after you pay the 200$ insurance deductible as mentioned on our insurance terms and conditions.

  We look forward to response

  Pronto Team

   

  Customer response

  15/02/2022

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

  I will accept pronto mover option 1) to reimburse $250 for my damage furniture 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you so much 

  
  Sincerely,
  
  *** ****

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Pronto Moving on 01 Feb 22 for a local move within the Ottawa region. As a part of their move guarantee, they ensure all client's properties are insured. During the move, my ****** ** *** Piano was scratched and dirtied. I spoke to "Mike" who was the liaison the Movers told me to contact for issues. That started with innaccurate billing - which was resolved amicably, but moved onto the damages to my Piano. * **** ******** *** ******* * ***** *** ******* ** ******* *** ******* *********** ** **** ** ******** ** *** ******* ** ** ***** *** *** ***** ***** ** ***** ** ****** **** * ** ************ **

  

  Business response

  02/02/2022

  Hi ****,

  Due to your inconsistencies with your claims during your multiple phone calls combined with the statements of our 2 employees; we cannot move forward with your claim. 
  
  
  They both denied any damage occur if to your property.
  The piano was wrapped and handled with utmost care while it was in our possession. 

  
  Thanks again.
  
  
  Stay safe.

   

  Mike

  Customer response

  02/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: it is obvious that the dirt and scuff marks happened during the move. There is an insurance guarantee on the items that were moved. It is clear that at points during the move the piano was not handled with the utmost care or there would have not been resulting damages - as shown within the pictures. 

   

  The Piano is clearly a High Value Item and is covered under the Full Value Protection - it was clearly stated within the booking form that a piano would be moved. At no point prior to loading was any damage noted by the movers - as there was no damage to not. Nor was the piano wrapped or moved by myself, and nor did I in anyway interfere in the wrapping/packaging of the piano. 

  There are also zero inconsistencies within my complaint - I have recordings of our every conversation as well as phone logs to ensure that no calls or texts were excluded.

  I hope that we can come to a mutual agreement, as we did over the billing for the move itself. 

  Sincerely,
  

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

  

  Business response

  04/02/2022

  Hi ****,
  
  
  Thanks for your response.
  
  
  The issue is not whether your items are insured or not. 
  
  
  The issue is that based on our conversations and after a follow up with my employees; we’ve concluded that you are attempting to attain monetary compensation for your personal gain from a impeccable service provided to you.
  
  
  -HV items are to be declared in advance along with documentation proving there value at which point we would issue additional insurance protection for an additional fee.
  
  
  Under our insurance information page please view the following:
  IMPORTANT POINTS:
  -Insurance does not automatically pay for any damage. It must be clearly shown that the mover was responsible for the damage.
  
  
  The moving company shall not under any circumstances, be liable for:
  
  
  9)Exterior cosmetic damage on unboxed merchandise caused by Company is consignor’s sole responsibility. Company does not take any responsibility whatsoever on items that are unpacked or poorly packed.
  
  
  We fully and unequivocally deny your claims.
  
  
  Take good care.
  
  
  Stay safe.

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