ComplaintsforArmstrong Transfer & Storage Co., Inc.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have moved 5 times in my working career with other movers prior to my latest move with Armstrong Relocation out of Chattanooga. I have always been completely satisfied with the other moving companies. Not the case with Armstrong Relocation & Companies. They picked up my household belongings and were to store them for just over a month till I could close on our new home and then deliver them to that new home. Upon delivery it was obvious they had damaged a couple bookshelves. I also immediately noticed a step ladder was missing. After a couple days of unpacking the rest of our household items the rest of the missing/stolen items became apparent. I brought this to the attention of Armstrong Relocation and told them what the items cost to replace. They told me they would "investigate". After taking several weeks I had to call them back. They sent me a very accusatory letter basically denying wrongdoing and a check for less than half of what I am out. They are terrible!!!! I would advise using someone else that will not steal and damage your household belongings and then offer you less than half the amount they were worth. I hope no one else has to go through this with them!!! I have not cashed the check they sent me as I don't feel I need to settle for less than half what I am owed.

  Business response

  10/15/2024

   

  Thank you for making us aware of the complaint. Armstrong works and trains diligently to achieve 100% customer satisfaction. While we often achieve this, sometimes we miss. Systems and procedures are in place to handle issues such as damaged or missing items. Attached you will find the claim form and the claim settlement form. Below you will see the claim timeline. Again, every effort is always made to achieve customer satisfaction. The claim is settled based on merit, paperwork, and real values determined by **************** ********. All crews are background checked, and **** trained. (******** ****** *** ******* ***********). Thank you for your consideration in this matter.

   

  07/26/24 Mr. *** ***** submitted his claim in the amount of $2438.00 which included several items claimed as being stolen $2108.00.
  08/02/24 Reviewed documented file which noted all items signed for with the exception of a Ladder.
  08/03/24 Trace was initiated with the driver, crew, equipment and warehouse.
  08/07/24 Email sent to Mr. *** ***** providing confirmation his claim had been received and a trace initiated. In regard to items claimed as stolen, it was suggested he file a police report and contact his homeowner’s insurance.
  08/20/24 All trace results were negative.  We could not locate any of the items claimed as stolen nor find any evidence that the items were lost while in our care.
  08/21/24 Final review of the claim was conducted, and settlement was outlined. ******** settlement was based upon the signed delivery documents. Request for payment was submitted int the amount of $1210.00; $430.00 as claimed for the damaged items and a $780.00 goodwill gesture for the claimed stolen items.
  08/22/24 Payment was processed and mailed.
  08/28/24 Mr. *** ***** received the settlement and emailed his concerns and dissatisfaction with our position regarding the claimed stolen items.
  09/04/24 Claim was turned over to the ******** home office for further review. As with all such allegations, we complied with and provided all the necessary crew and labor information. 

  Customer response

  10/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: Armstrong Relocation took possession of my household belongings from my Chattanooga home including the items that turned up damaged or missing altogether.  Their contractual duty was to load, store and then ultimately deliver my belongings to my new residence in Orange Beach, AL.  I completed my contractual duty to pay them for this work.  They failed to deliver on their end of the contract because not all of the items they picked up at my Chattanooga home were delivered to my Orange Beach home.  They had care, custody, and control of my household belongings from the time they were picked up to delivery.  I really don't care if they deny the items were stolen.  The bottom line is the items did not show up.  They failed on their end of the contract!!!!  And now don't want to make me whole for the loss of my household belongings.  They assert that they "made a goodwill gesture" by paying me less than half of what the missing items were.  There is absolutely no goodwill in that!!!  They had a contract with me.  I did my part.  They did not do their part.  All I am asking is to be made whole.  Not half.  They should live up to their end of the contract.  A good business would do that.  Apparently they are not a good business and I have stated as much online in my ****** review.  They will leave me no other option than to go to the added expense to hire an attorney and sue them.  In which case I will not only have to recoup my costs from them but will also pursue a bad faith claim against them.

  Thank you Better Business Bureau for getting involved.  I wish Armstrong Relocation was "a Better Business" but they have chosen not to be in my case.  I would never be able to recommend someone use them as a result of this situation.
  
  Sincerely,
  
  ******* *** *****

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