ComplaintsforIsland Movers, Inc.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company is holding my items in storage. They cannot fulfill their obligation of moving my items on the date they had "reserved" for me. They can only do it too soon, or after I'm supposed to be off island. To have another company come pick up the items - they will charge me $1000 for. They didn't complete a proper "virtual" meeting. Someone literally called me and said I think you were supposed to virtually meet but it was never scheduled. They asked if I could just tell them what I had - which I did. They then asked when I would like to plan the moving - which I did. I get a call two weeks before I'm supposed to move all of my stuff - which I planned my apartment departure notification accordingly. In the email they're like here's the quote and we can't move your stuff the "date we originally planned." And then have the nerve to say you owe us $1000 for your belongings because they can't fulfill their unorganized responsibilities.

  

  Business response

  11/17/2022

  Aloha.

   

  Thank you for the notification.

  The complaint is currently being reviewed by the appropriate division.

  We will provide our response once the investigation is completed.

   

  Thank you.

   

  Sincerely.

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

  Island Movers, Inc.

  Customer response

  11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im not willing to spend anymore time on this useless awful company

  Customer response

  04/19/2022

  Thank you ******,

     We would like Island Movers to finish the job. After several emails and phone calls that are going completely unanswered, we want our concerns addressed and we want our bed frame assembly completed and the dirt stains on our new mattress and our futon couch cushion steam cleaned. Since they have failed to contact us back we are hesitant to have them contact us only to not follow through again. 

  

  Business response

  04/21/2022

  Thank you for providing your feedback. We strive to make each customer experience positive and we take the information you provided seriously. We will be conducting an internal investigation to understand where we can improve. We thank you for your patience as we gather our facts. Mahalo for again for this opportunity.

  

  Business response

  05/02/2022

  The customer did not include much detail in her BBB complaint, but we’ll assume her complaint is tied to her damage claim.  We were fully transparent with the customer regarding our liability and insurance options.  We also made several attempts to obtain her claim form so that we could complete our process and fulfill our liability obligation.  Here are the details and timeline of events:

   

  9/9/21 – Customer reviewed, signed, and submitted our estimate.  It includes a section regarding our liability.  Our liability is explained “As mandated by this tariff, our liability in the event of loss or damage is limited to $0.30 per pound per article, cost of repair, replacement or actual cash value: whichever is lower”.  Replacement cost protection beyond this amount, however, can be secured through the purchase of extended liability protection at a cost of $16.00 per $1,000 valuation. ($5,000 minimum valuation). The customer initialed to confirm her denial of purchasing additional insurance.  On that line it also restates our “legal liability of $0.30 per pound per article as stated above”.

   

  I would also like to note that the customer is a repeat customer and has gone through our process before.

   

  9/25/21 – Moving service were completed.  On our final walkthrough the customer acknowledged everything was accounted for and notated the following comment: “Bed bars and horizontal top frame not installed”.

   

  9/28/21 – A claim form was sent to the customer by the moving coordinator assigned to her move, but we also received an email from the customer providing a general complaint about her experience.

   

  Because we are very concerned about any reports of poor experiences, our Assistant General Manager, stepped in to take over the situation with the customer.  Our Assistant GM made five attempts via email to gather details from the customer as to what made her move a poor experience.  He also continued to remind the customer to submit her claim form. 

   

  10/22/21 – During our Assistant GMs 5^thattempt, he also sent another copy of the claim form to the customer.  I would like to note that even at this point we did not receive any specific details regarding her experience for us to investigate and action.  We asked the crew as to why they think the customer expressed that she had a poor experience.  They could not identify any specifics.

   

  12/13/21 – Without the customer communicating to us, our moving coordinator sent the claim form again (3^rd time in total) to the customer, reminding the customer to submit a completed claim form.

   

  12/23/21 – Customer submitted the claim form listing 6 items.

   

  All items on the claim form were honored, except for a pair of earrings that were claimed to be missing.  On our final walk-through form, which is completed at the end of every move, the customer acknowledged via her initials that she “completed the final walkthrough with the crew and everything is accounted for”.

   

  The customer did not provide weights as required on our claim form.  Our Claims Manager completed a weight assessment which resulted in a total of 223 lbs.  A settlement check totaling $66.90 (223 lbs. x $.30) was mailed to the customer. 

   

  If the BBB would like copies of the documents mentioned in this response, please advise and we will provide.

   

  Thank you,

  Kristin **********

  On Behalf of Island Movers

  Customer response

  05/02/2022

  
  Complaint: ********
  I am indeed a repeat customer who had an awesome experience with Island Movers I have NEVER filed a complaint against them and I have previously been proud to recommend them to many others and to post 5 star reviews on **** and ******* This reviews. This experience was beyond awful and shame. 
  I am rejecting this response because this company failed to respond multiple times for months at a time for my request for integrity 
  
  Sincerely,
  
  *****************************

*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. ↩