ComplaintsforHaul of Fame Movers, LLC

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company to move a fridge in and remove an old one. We explained that, because of the age of our house, the stairs were too narrow to bring it up. Every detail was given to them and they assured us it wouldnt be an issue, telling us they had a special ladder to bring it up. That day, they showed up with three guys and straps. They needed to borrow our ladder and lashed wood from our garden to try and lift the fridge up into the house- by hand. A smaller fridge was added that morning which they did get in. They couldnt lift the larger fridge and damaged it in the process. The back panel was damaged as well as dents in both sides in exactly the size of their straps, none of which they disclosed to us. They charged us full price and we even tipped them for their efforts! When we hired someone to lift the fridge up with a crane, he asked us to inspect the fridge before they touched it. We unwrapped the fridge only to find the damage.They have blamed it on the rainfall) and have refused to answer our messsages and were out $500. They also left the stuff they used in our yard all over the place and seem not to care at all that they did damage.

  Business response

  07/30/2024

  BBB Got an email from the business
  
  This is not the client on contract but we provided services specifically to remove one fridge via hoisting with straps from the balcony and one going up via hoisting with straps to the second floor balcony. This is not an everyday job for any moving company including us, but we have performed this task on plenty of occasions. We never promised cranes or anything other than 3 movers and straps. It was agreed that we would utilize the clients ladder if needed so that we wouldnt have to charge any additional fees. On the day of a 3rd fridge was added and while we were able to get 2 refrigerators hoisted successfully, we were unable to get the other refrigerator up. We brought the amount of labor and the equipment promised. There was no damage reported or noticed until 4 days after work was completed. We reached out the day of the hoist and asked if and expressed our regrets and apologies for not being able to hoist the much larger and heavier refrigerator with the amount of guys that we had. We did not charge for the hour and a half extra that it took for our efforts and this was the right thing to do. We asked the contracted individual if there was anything else we can do to make this right, and the contracted individual texted back no. This was on Wednesday, by Sunday we received a text message and a bad review on ****** about damage. We have a 48 hour policy for claims, this is to protect us from post move claims. The problem with this is that the refrigerator was left in the driveway and then handled by others prior to the claim. We advised the refrigerator to be moved to the garage and even offered to come back with additional hands in order to get this done.
  
  

  The job became very dangerous. 

  The damage that she is referring to is small cosmetic damage to the back of the fridge which is still unacceptable but hidden and doesnt affect the performance or  aesthetic of the fridge. Out of the spirit of customer service we can offer up to $50. The client also said that she was charged more than quoted which we have clear records that this is not the case
  
  

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