ComplaintsforDimon & Bacorn Company of Binghamton

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was scheduled to have my belongings loaded onto a truck on 6/29/24. The movers informed me that not all of my belongings would fit on the truck and would need to be placed in overflow then transported to me at a later date. I was completely unaware of this being apart of the process. After speaking with Scott, he said that the my items would be transported to me after 7/4/24. I attempted to contact the office about the arrival date, but was not given any definitive answers for nearly 2 weeks. However, my card was debited for the total cost ($4204.75) on 7/5/24 and I didn’t receive a final contract. After mention of involving my attorney, I received a call from Scott on 7/18/24 informing me that my remaining items were to be delivered on 7/21/24. I also mentioned the need for partial reimbursement to compensate for the inefficient and unprofessional handling of my move on multiple occasions. Scott stated that he would speak with Kathy about this, but I never heard back from Kathy or Scott. I’m extremely disappointed in the lack of professionalism and effective communication. The delay in receiving my belongings impacted my ability to perform my job as a physician. I expressed this to the office and no one seemed to be concerned about that at all.

  Business response

  07/29/2024

  We have spoken to ********* ******** about her move and a Good Will Offer.Our offer of $264.00 was rejected by ********* and we are working towards coming up with an acceptable amount between both parties.********* was disappointed that she was not told about the possibility of an overflow. We apologized and explained that we don’t know until the day of load.We sent ********* her completed BOL and her cc receipt right after her move.so that will allow ********* to be reimbursed by her employer for the relocationLastly, we will get TV stand returned to apartment so ********* can get her Security deposit back from landlord.We will continue to work on an amicable amount to reimburse ********* and that will be updated once agreement is made. 

  Customer response

  07/29/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [I did speak with someone from the company regarding my displeasure with my experience. However, I was dissatisfied with their offer, particularly because of the following reasons:1. There is a delay in my receipt of my security deposit from my previous landlord until receipt of their unreturned furniture. 2. The presence of only one mover during the delivery of my initial shipment that also required assistance from my relative with unloading my delivery. 3. The lack of effective and efficient communication regarding all aspects of utilizing the company’s services. 4. The financial burden that has been placed on myself.] Regards, ********* ********

  Business response

  08/02/2024

  We were able to return TV stand to landlord so that task is now completed.We secured help to assist with unloading, the help was a no show. Driver performed unloading to complete move. Communication was effective and efficient up to and including loading. Communication did lack (delayed) with overflow portion as operations was trying to find a suitable delivery.Customer was provided a cost to move estimate prior to relocation. Financial cost was known prior to relocation.We will offer $500.00 to customer for inconvenience of mentioned and addressed items.

  Customer response

  08/05/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ********* ********* **

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contracted Dimon and Bacorn to move my family from Williamsport, PA to a storage facility in Endicott, NY, with an extra stop to drop off some personal items that were not to go into storage. I paid them over $4000 for the move to occur on January 5, 2023 (loading) and January 6, 2023 (unloading). During that move, the movers forgot to set aside some of the personal items that were supposed to be dropped off at our residence (not the storage facility). These items were buried in the storage unit by the time I realized, and it would have taken a day of work for the crew to unbury them. After much back and forth with a manager, where they accused me of making the mistake for "not supervising" the crew during the unloading, they finally agreed to compensate us for the items that were buried in the storage unit. After about 6 months, we moved out of the storage facility ourselves and noticed MANY items (furniture and more) were permanently damaged. I submitted a damage claim on September 13, 2023, it is December 21, 2023, and I still have not received an answer to my claim. At this point, it is more about the principle of the matter and less about the money. My damage claim totaled $799 for multiple items. I also did not include some other items (storage totes, bookshelves, and more) in that total, just for ease of processing. After submitting my claim, I reached back out on October 27, 2023, to which I did not receive a response. I emailed again on November 3, 2023 and included the general service email. I received a phone call shortly after that stating I would receive an answer to my claim the following week. That did not happen. I sent another email on December 5, 2023 and still have not received a response. Absolutely unacceptable for a business to leave a customer waiting on the hook for 4+ months.

  Business response

  01/08/2024

  Sent ***** ********* email on Friday attempting to resolve situation but as of this email we have not received a response.

  The attached documents include move bill of lading, ********** **** ******** ****** and Self-Storage delivery paperwork that Jason signed.  The ********** **** waiver states that we will move the items but due to the composition of the material there is no guarantee the items will withstand the move process.  When a move terminates at a self-storage unit the customer is responsible to inspect items as they are placed into unit as this is the termination of our liability once delivered.  If damages occurred they should have been documented there as we were not involved in move from self-storage to residence. 

  In emails provided by our Vestal office our Company has been responding to customers emails up until 12/21/23 regarding claim and we are looking for closure on this issue as well.  When move terminated at self-storage facility a shelving unit came off our truck badly damaged and we purchased him a new one at ********  

  We ask that Jason take another look at claim based off ********** **** waiver and delivery into Self-storage unit as we would like to settle this claim and move forward.

   

   

  Customer response

  01/08/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  Regards,
  ***** *********
  
  
  

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked move with AliciaInsurance claims: Kathy B******Manager: KevinI hired this company for a residential move from Endwell, NY to Duanesburg, NY.Attached are the contract and claim form. Since submitting the claim form I found more damage to furniture and missing items.  They were emailed with the additional items.To start with I was assured by Alicia that on moving day they would be using a full size van such as a ********* van.  They instead arrived with two smaller trucks. As you might imagine to cancel the move at that point would have disrupted scheduled items in place at the new house so they proceeded.However as a result the furniture was very tightly packed in fact crammed into the first truck I presume because they weren’t sure if the two trucks had enough room.They had no where near enough quilts to protect the furniture and as a result the items rubbed against each other for the 2 hour trip.The furniture is ******, a quality manufacturer out of McConnellsville,NY. They were in business for over 150 years but have since closed. Damage also occurred to a ****** upright piano and antiques.Please note on the contract I paid an extra $499 in insurance for the move.I have agreed to a cash settlement but I have no idea what amount is fair.  The company had a furniture repair person come to my house to assess damages and give them an estimate.  I was not given that estimate. They are asking me for a figure and after calls to 3 different furniture restoration people I have received no knowledge on the cost of damages. Dimon and Bacorn has said $1500 but I don’t think that’s a fair or accurate figure.I have also attached photos of the damaged items showing the whole item and closeup of damage.

  Business response

  05/20/2022

  The transportation vehicles are totally at our discretion and depend on many factors that apply on the day of the service. Unfortunately, our Sales Rep would never “assure” a shipper any specific vehicle because that is at the discretion of dispatch. Furthermore, when loading a household goods shipment, regardless of the type of transport vehicle(s), we load professionally and carefully based on years of experience.We loaded this at residence in same day and transported to destination and delivered in same day. The household goods never came off the truck(s) until delivery at residence. The driver did a walk through after delivery to make sure everything was delivered. All her goods had been delivered. We do not know what is in each individual carton that the shipper packs (Packed by Owner), however we do know that all items were delivered and signed for.The claimant received the furniture and signed for at time of delivery acknowledging no damages. No notes were made at time of delivery regarding the damage or the complaint for the use of the small trucks. The Inventories are clearly marked: “WARNING – Before signing check shipment, count items and describe loss or damage in space on the right above.” Why wasn’t anything noted at time of delivery if the claimant was so upset to see two trucks and the furniture allegedly “crammed in” and damaged? Dimon & Bacorn Inc. can supply copies of these documents if necessary.Upon notification at a later date from a very emotional shipper we were informed of damages. We supplied the customer a statement of claim form to be filled out. The customer sent us pictures along with the statement of claim form. The statement of claim form was not completed as the customer never disclosed any value. The customer stated her items could never be repaired. Viewing the pictures, we determined the furniture was not destroyed, completely useable and appearance in damage only. To verify our findings, we sent a furniture service out to residence. The furniture service agreed that the items damaged were appearance only. The furniture showed minor damage but is functional and useable. They recommend a cash settlement.In an attempt to settle equitably and trying to please the claimant as well as make them satisfied, we asked for them to supply us with an amount that would be acceptable to them. We never received a response so we offered $1500.00 net. Our total settlement is actually $2000.00. The customer has a $500.00 deductible that was signed for/chosen prior to loading. Our settlement offer was based upon pre-existing scrapes and rubs noted at time of loading, we did take that into account when we offered the cash settlement.  We believe our offer to be fair.We never received a response from the customer regarding our settlement offer until we received the BBB notice of complaint.

  Customer response

  06/06/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have read the response from the company. I am livid that they claim such professional behavior.  Had I known they would send two small trucks I would never have hired them. The house was 4 bedrooms, family room, living room, dining room ,eat in kitchen laundry and full basement.  That size house needed a semi tracker trailer for the move.To say the furniture is “usable” is ridiculous as you hire professional movers to avoid damage to expensive beautiful furniture. Had only one piece suffered damage you might expect that but nearly every piece is damaged and no longer beautiful in as they say “appearance”.To say I didn’t respond to their offer is also ridiculous as I told them I would have to spend time researching the loss I suffered through the damage.  That certainly takes time and effort to do.As to signing for the shipment I was told I had 3 months to file a claim. On the day of a move with all the chaos you can’t possibly inspect everything nor did they take time to check off all items as they were placed in the house.They claim there were “pre-existing scrapes and rubs”.  I have moved before and the company marked spots like that with tape before loading. No such remarks were made during this move.  I also don’t consider a chunk out of the corner of the china cabinet or a deep gouge in the footboard of a bed “minor damage”.I’d like to add that I had every right to be emotional over this as this was a lifelong collection of my treasured possessions. BBB spoke to the customer and the following was clarified and relayed:I had requested a copy of the estimate they received, which they have not provided so it has been hard to determine the amount to ask for. I would agree to resolve for $2,500 as I think that is the fair amount for the damage involved. Regards, ***** **** BBB is requesting the business provide a copy of the estimate.

  Business response

  07/20/2022

  Thank you. We will cut a check in the amount of $2000.00 this Friday 7/22/22 and mail to Ms. ****. Please advise of exact mailing address she would like check mailed to.

   

  TY

   

  Danny

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We paid them to move us on November 5th..delivery to Florida on November 12th. We paid over 7k. We were told there would be 2 families on truck..there were 3..we ended up having to pay another 700 dollars to rent a ***** and tow with us! After delivery, we noticed that a bedroom dresser was missing...and a box of collectibles were broken. I filed a complaint and was told i was lying that what i claimed was not possible. Now i have to pay over 1k for another dresser and have lost $850 in collectibles with no recourse. I thought that was what the insurance that they supply was for!? We have asked for reimbursement of *****, dresser and collectibles and were denied. They no longer will even answer my email.

  Business response

  12/29/2021

  Dimon & Bacorn of Binghamton is an agent for ************* *** *****. Mr. *****'s shipment was moved on an interstate bill of lading under ************* *** ***** authority with the following registration number ******.************* *** ***** is the responsible party for fact finding, paperwork verification and settlement. ************* *** ***** claims department as well as customer service has and is continuing to work with Mr. *****'s claims and concerns. Dimon & Bacorn of Binghamton as an agent was also able to have Mr. *****'s concerns escalated to the Presidents Council at ************* *** *****. The Presidents Council at ************* *** ***** has given us a time table of mid to late January for review completion. We will continue to work with and assist in fact finding.

  Business response

  01/03/2022

  The *****’s shipment loaded on 11/5/21. During the loading process it was determined that not all of their goods would fit on the assigned trailer. This creates what is called, in our industry, an overflow. The overflow portion is picked up same day, by the local affiliated agent, and is delivered to the agents’ warehouse, where it is weighed. The overflow weight is than added to the main shipment weight and total charges are based upon the total of the two portions. The overflow is then scheduled to be transported on the next available load. It is not the responsibility of the *****s to assist and/or transport the overflow items unless they choose to move it on their own. The denial of the rental charges by ************* *** ***** is based upon the *****s choosing to transport the overflow shipment on their own, which based on email communication between our company and the *****s was made clear (see attachment).When moving a household shipment there are many documents in which the *****s signed at various times in the move process. These documents are used to authorize services as well as assist in the verification of the move process. These documents are also used in the determination of liability should there be a discrepancy or claim. ************* *** ***** corporate used those documents for their initial determination of the *****s’ claim. The signed documents on hand were what was used to deny liability by ************* Van Lines on items claimed by the *****s, including but not limited to the Item Checkout Form (see attached).With the above being said and as we continue to gather additional information we have asked ************* *** ***** to reopen the *****’s file for a claims review. We have also engaged the President’s Council at ************* *** ***** to get involved to assist with an equitable solution.

  Customer response

  01/03/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As shown in email, no next day over fliw was offered...hence why we had to rent a trailor. As stated, there was no surplus, the weight that was quoted to be the same as we had, yet it didnt all fit because they did not have promised room on trailir. As stated in our claim, we were not given opportunity to look through delivery for damage or missing objects. The driver forced us to sign as he had to get on road and didnt have time. His inventory list had numerous items missing from it. Therefore, there is no proof as to what was even on truck per his incimplete inventory list. This is still trying to be resolved Regards, ***** *****

*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. ↩