ComplaintsforTranstar Moving Systems

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 13-16,2024 Issues with packing related to the master bath and bedroom and 1 main and 2 spare bedrooms. Packing and moving services provided. Issues fall into 3 categories:1. Missing items 2. Haphazard packing 3. Damaged items There is cash ($1,000) missing - 2 out of 4 envelopes of cash in a bureau drawer in main bedroom were missing. A 18k gold cuff bracelet piece of jewelry in Master bedroom bureau appraised at $5,200 has not been found along with 3 watches - 2 Movado and 1 ************************* (approximately $2,000) which were stored in a clothing closet in the Master bedroom. Items from the 2 bedrooms and bathrooms were packed haphazardly and randomly and not together from drawers and closets. A used toilet bowl cleaning wand was packed with other closet items. Shoes were placed on top of clothing with no paper or separation. Sweaters were under and on top of piles of hangars in 2 boxes. Small glass bottles of essential oils were packed by dumping them in a small trash can with no cushioning or wrapping. A wire was disconnected from my Tempur-Pedic adjustable bed in a way that broke the pins on the connector which is clearly visible and disabled the adjustable function. I use the adjustable function for a health condition and had to replace the bed. The adjustable function was working the morning of the move. I have raised these issues with the company and havent reached a satisfactory resolution including compensation for damages.

  Business response

  07/11/2024

  The first conversation with **************** regarding her concerns was on May 29, 2024. She informed me of many items she thought were missing including; earrings, money, and possibly an Apple watch. These items are not supposed to be shipped and are not covered by any valuation. She also disclosed her disappointment with the way some items were packed and that her bed was not working properly. This was a very large shipment with a lot of packing. We spoke with the packers and were told that there was a large amount of household items requiring packing. When we learned that the unpacking was not complete, we asked that she finish the unpacking. We sent out one of our top men to inspect the bed. It was an older model, and he was not able to get it working. This is considered a mechanical function and we cannot confirm that it was not an issue prior to the move. The crew did not recall seeing the items **************** is claiming as missing but did say that a credit card and a ring were found and given to the customer promptly. Upon speaking with *************** again, we learned that she had found several of the items she thought were missing but now was missing the cash, gold cuff, earrings, 2 Movado watches and another watch. She still had not completed the unpacking and when we asked when she last saw the missing watches,she responded that it had been years. At this time, we offered to have our owner and our top man go to her home to assist in the unpack and organization of the items in the remaining boxes as a gesture of good faith. We felt that since she did find some of the items, the rest had to be packed still. We scheduled for July 3. **************** then emailed me requesting we cancel this appointment; leaving us unable to assist in unpacking and locating these items.We called her to discuss and reschedule but she did not answer, so we left a message but never received a call back. **************** did not file a claim and she is still able to do so. We feel that we went above and beyond in our efforts to rectify ****************** concerns only to have those efforts blocked. Our offer to complete the unpacking to locate the alleged missing items still stands.

*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. ↩