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Complaint Details
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Initial Complaint
10/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We hired Goodfellas Moving to move my 89-year-old Mother from Missouri to Illinois for October 7th at a cost of $4400.00. I picked this company solely by the BBB rating and have been disappointed. When making the initial contact I explained that my mother needed help with packing and needed boxes too. The crew showed up with no boxes. So, on the 7th, a Friday, they packed the furniture on the truck and broke a large hole in the wall in the bedroom in doing so, approximately 12"x18". The crew leader acknowledged the accident and assured us that his manager would take care of the repair to the wall. After talking to company representative, ******, it was determined that they would come back on Monday the 10th, for an extra $1850.00. That price was negotiated down to $1000.00. On the 10th, the Goodfellas crew exchanged contact information from the new owner so the drywall contractor could contact them directly for access to the house for the wall repair. After the movers had packed, they left for Illinois, arriving at the destination late in the day. During this time, they lost the hardware to put the bed back together and left without leaving an 89-year-old woman any place to sleep. The next day, the 11th, the company was contacted about the lost hardware and **** assured us that he had ordered replacement hardware for the bed and had it expedited via ***. This was a lie, after waiting several days, we went ahead and procured our own hardware to repair the bed and make it usable. As of the 25th, the wall has not been repaired and the moving company was not answering the new owner’s calls and on their last conversation they were offered $100.00 to drop the issue. Since we cannot get any response, from Goodfellas Moving, I would like the BBB to, please contact this company and intervene on my mother’s behalf to get them to finish the job. Multiple lies from this companies’ management shouldn’t fit with the BBB’s values and still be a member in good standing.
Business response
10/27/2022
Good morning. This claim is currently open and in the process of being repaired and closed out. The new homeowner has been contacted and a vendor has been assigned to repair the hole in the wall. Please send me a receipt for the hardware you had to purchase for the bed frame, as I will reimburse you for the cost. Thank you.Customer response
11/02/2022
Complaint: ********
I am rejecting this response because:**** did call the new owners of the home and tell him that his top priority was getting this hole patched for them. And a week later they have neard nothing from Goodfellas Moving. It, apparently, was another lie told by ****. I have never seen a company with such poor customer service. The new owners have been waiting and waiting to get past this so they can finish setting up their bedroom furniture. In five days this will be a MONTH waiting for Goodfellas Moving to do what they said they were going to do and own up to repairing the damage to this home that their own employee caused during the move.
If they have a vendor lined up to do this repair have the vendor contact the new owners to give them a date for the repair.
Sincerely,
**** *****Customer response
11/23/2022
11/23/2022: Mediator sent an email to the consumer regarding mediation.
11/30/2022: We had to go ahead and hire our own contractor to do the repair to the wall in my Mother’s old house that the Goodfellas Moving damaged when moving her out. I’m contacting **** at Goodfellas today to discuss getting reimbursement. I’ll let you know how that conversation goes.
Business response
12/05/2022
12/05/2022: Mediator sent an email to the business regarding mediation.
12/06/2022: Good morning! I just spoke with **** the other day. The damaged wall has been repaired and I will be paying for the repairs.
12/19/2022: Mediator left a detailed message with the office manager.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.