ComplaintsforMartian Movers

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Cal-Safe, now called Martian, Movers, to move from California to Arizona. They packed my household items on 12/28 and 29 and delivered them to a storage location in Phoenix on 12/30/2022. When I retrieved my items to transfer them to our new home, I discovered my solid wood queen-size Southwestern-style headboard broken in several pieces and my 55" TV damaged. I submitted a claim for $1700 to cover the replacement costs for the extensive damage incurred, as evidenced by the pictures attached. I paid for Full Value Protection insurance with a $250 deductible. Martian Movers acknowledged they were responsible for the damage to the above items but only offered to compensate me $380 for my loss. This amount is not enough to replace my belongings. Fixing the headboard is more expensive than buying a new bed. The TV is beyond repair, as in addition to the broken frame, the damage includes behind-screen elements now protruding in front of it, making it unsafe to use. If Martian Movers/Cal-Safe Movers are not willing to replace the items they damaged, I request fair market value reimbursement for them so that I can replace them.

  

  Business response

  04/25/2023

  
  I would like to start by apologizing for your move not going as planned and that the damages were not noticed upon delivery to your storage facility. It is our responsibility to review the condition of the items with you as we unload. 

  In regards to the amount of the claim, we would like to make this right with you. I take accountability for not fully overseeing the process with my operations manager. At the time, he was going by a set of parameters that I presented and based upon this claim, I see where I wasn't clear enough. I have thoroughly reviewed this claim and we are willing to cover the fair market reimbursement valuation for you to replace/repair these items. 

  As a team, we have learned from this experience and have adjusted our claims process. While I know in my heart that Martian Movers is a top notch, 5-star moving company, we do make mistakes. I always make sure to have a team huddle and training session any time something needs addressed so that we can continue to learn and grow. My hope is that we come to see there is a human element here, mistakes were made and that I am here to offer a fair resolution. 

  I will be reaching out soon to discuss details about the next steps. 

  Best Regards,

  R** ******

  CEO/Founder-Martian Movers-###-###-####

   

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