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Complaint Details
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Initial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 7/2/2022 they had movers come to my place. I had hired them to pack my truck and I paid them extra to bring their own packaging supplies to ensure my good would not be damaged.During the move, the movers requested we stay out of their way and let them do their thing during the move (which we were happy to do). Because of this, we couldn't see how they were loading up the truck or packaging the goods, and only looked at the end to see they had packed everything and the truck still had ~4 feet of unused storage. We paid (during which time, the movers charged me for their travel time as well as the time loading the truck, which was not communicated to me before they had done the work). Rather than get into a dispute while they were there, I paid them.When we got to our destination, we hired movers to help us unload. Throughout the whole unloading processes, they repeatedly remarked on how poorly the truck had been loaded, how poorly the protective packaging was done, and the damage it caused. On most of the furniture, the paint was worn away from the straps they used in the truck or the tape (which easily could have been prevented). The most significant damage was my desk. The desk was loaded on its side, which one leg and drawer suspended in the air and nothing supporting it. The suspended leg and drawer were completely broken and the whole desk no longer works. The movers unloaded noted that no professional movers would have packed the truck like this.As such, I am requesting a replacement for my desk as well a refund on the extra amount spend on the movers.Customer response
07/31/2022
I have not heard from the business in response to my complaint.
Business response
08/01/2022
Due to the fact, that a third party that was not PremiumQ Moving, drove and unloading the said items, it was determined that there is no way to tell if the damage caused was because of the load or packing and not due to the driving or unloading. This is stated in our t&c as well.
However, we are in contact with the client to come to a settlement. We can update when agreements are made!
Initial Complaint
12/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
June of 2021 my belongings were picked up by Premium Q to be placed in storage and to be delivered to us at a later date. On of the items was a Simmons Queen Mattress, in good serviceable condition, which was 5 1/2 years old at the time. A mattress usually last 15-18 years so we could expect to get at least another 10 year from the mattress. The same mattress was delivered to us on Nov 16, 2021 but was not in the picked up condition. The enclosed photos show the condition of the mattress as it was delivered to us. The condition of the mattress, by any stretch could not be considered in “good” condition. Sleep on the mattress in the condition it was received would be impossible. We were forced to purchase a new mattress to replace the one delivered to us by Premium Q. I notified Premium Q of the problem, this was done before the movers left my condo so they were aware that there was a problem with the mattress. I sent them photos of the mattress so they could see the problem. On Nov 26th they responded with a reimbursement of $58.71 for a ruined mattress. In their letter they stated that “bunching of the mattress is caused by persistent uneven weight distribution, which can drop by being in storage”. This indicates to me that mattress was improperly stored. Premium Q refused to send an adjuster to view the condition of the mattress and refused to speak with us. Premium Q is a professional moving/storage company and should know how to store any type/brand of mattress safely. I believe that $58.71 settlement for a mattress which sells for $2499.00 is an insult. The company has an obligation to store items correctly. I, as a customer have an expectation that my items will be delivered to me in the same condition as they were Storage fee was $1100.00 for 5 months. New mattress was $2499.00. Old mattress had $1650.00 of life left in mattress (15-18 year life).
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.