ComplaintsforMaumee Valley Movers, Inc

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company for our move, which took place on 05/26/23. This was by FAR one of the worst experiences we have ever had with a service. So much so, my wife was literally in tears by the end of the night. Of note: - The company lost a piece of my equipment, over $450 to replace - When the movers showed up, they REEKED of marijuana - Upon arrival, the head of the crew said "we make our money in cash at the end of the day" - They came in asking to use restrooms and store all their stuff in our fridge - They fought us on every turn about what we were quoted when my wife called - They were FILTHY at every turn, terrible about covering surfaces as promised - The guys kept asking why we would want floors and doors covered (as was quoted) - Upon arrival at the new house, one mover locked himself in our bathroom (without asking) opened the window and was going #2 AND smoking weed AND just sitting there playing on his phone - They got the new house FILTHY because again they kept saying that the corporate office and person we booked with just did not tell us the truth. They stated this MULTIPLE times, as if we did something wrong or did not ask the right questions - when the opposite is true. We were basically lied to. The supervisor took 45 minutes off the move (which is nothing) because we were quoted at 6.5 hours and it took 10. I have never been so frustrated and annoyed and shocked at the behaviors of a service and its employees. Truly disgusting. I would like at least a partial refund for them RUINING an otherwise happy moment. And I definitely need them to replace the dumbbell they lost pieces to.

  

  Business response

  07/14/2023

  The company advised BBB that they do not have record of you in their records.  Please contact BBB to confirm which company you hired for moving your belongings.  If a different name was used on the contract, we need more information.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MVM Moving and Storage damaged an elegant 4 foot by 7 foot $2,300 Mirror. Under the terms of the contract I an entitled to a check for the full amount of the $2,300.00 declared value. MVM is refusing payment to us as described below on their website. Thank you for helping us resolve this matter. Sincerely, ******************************............................................................................................................................................... Itemized Coverage. Although this is not a standard option for most moving companies, MVM Moving has special approval to offer this coverage to customers who are worried about specific items arriving in perfect condition but do not want to pay to cover the entire load. In these instances, we would itemize and reimburse for damage based on individual declared values at a rate of 2% of the value of the items. For example, you may want to purchase coverage for your TV that has a replacement cost of $1,000. You would elect minimal reimbursement for your move and we would simply itemize your TV to be covered under full value replacement coverage. We would notate our bill of lading with the items and values that you would like to cover and bill you at 2% of the total declared value. In this instance, the $1,000 TV would be billed at $20 for full value replacement..................... https://www.mvmmoving.com/guides/cargo-protection-coverage ........................................... **Link to MVM website describing the "ITEMIZED COVERAGE" I purchased for a Mirror with a declared value of $2,300.00 that they acknowledge was damaged by their movers.

  

  Business response

  12/08/2021

  Contact Name and Title: ***** ******, Manager
  Contact Phone: **********
  Contact Email: *************************
  Customer hired MVM Moving & Storage ("MVM") for two separate moves: 1) moving items into a storage unit on 10/21/21 and, 2) moving items into his new condo on 11/20/21.
  
  For the 10/21 move, customer elected to cover a specific mirror for $1,000 initially and, at some point, crossed the number off on the contract and changed that amount to $2,500. He paid an additional $50 (2% of declared value) for this coverage (IVP) on the mirror alone. Other items were covered at $0.60/lb. No damage was reported following the 10/21 move and bill was paid in-full. Customer noted on the BOL that the crew was great all day and thanked MVM for a great experience.
  
  Customer did not reserve a large enough storage unit to fit all his possessions, so he contacted MVM the following day to request another crew to move the remaining items. MVM's schedule was fully booked but it moved some afternoon jobs around to accommodate customer and was able to send a crew at a significantly discounted rate to move the remaining items, saving the customer hundreds of dollars. Customer's items were not covered during this portion of the move. Customer thanked MVM for working to get him a crew.
  
  Customer's items were no longer in possession of MVM while in storage and therefore not covered by any insurance relating to MVM's transportation of the items. They remained in storage for a month and MVM had no control of who was in the storage unit or which items were being moved around. Customer disclosed that items were added to the storage unit by other parties following the 10/21 move.
  
  Customer hired MVM again to move items out of storage unit on 11/20. He was covered by MVM's basic insurance of $0.60/lb and did not elect any IVP or FVP for this portion of the move, per the BOL. Upon completion of the job, customer refused to provide signatures or pay the bill. No reason was given or noted. The estimated time and actual time for this job were almost identical.
  
  MVM's management attempted to call customer to collect payment and could not reach him. Multiple calls went unanswered and unreturned. MVM's management sent an email asking customer to call to resolve the issue and explaining that, even if a valid insurance claim is filed, the contract states that the bill needs to be paid in-full prior to any claims being processed.
  
  Customer again refused to call and responded to the email stating that he would not pay the bill and MVM needed to immediately send him a check for $2,500. He accused the initial 10/21 crew of "working slowly" and underperforming, which directly contradicts his initial review of the move and crew. It appeared to MVM that the customer was attempting to leverage his situation in order to refuse payment and eventually file a fraudulent insurance claim.
  
  MVM management responded by once again asking customer to call back to discuss the matter, and clarifying how our insurance works if he were to be covered for the 11/20 move (he was not). In the event of an authentic insurance claim, once the bill is paid, MVM has the option to repair the item to "like-new" condition or replace the item, as alternatives to providing direct financial compensation to the customer.
  
  Customer did not respond to this email and has not responded to any subsequent emails or call attempts. MVM has been attempting to resolve this matter for weeks but customer is not cooperating. No payment has been collected from the 11/20 move. MVM has documentation of all calls, emails and paperwork relating to the move.
  

  Customer response

  12/23/2021

  Dear BBB,
  
  The response of MVM Moving to my legitimate damage claim for a mirror that they damaged when they dropped it in the back of their truck demonstrates their shameless lack of integrity. The MVM Moving crew assured me that the mirror would be insured for the full declared value of $2,500 and if the mirror was damaged a check for $2,500 would be issued. This is also what the MVM Moving and Storage website states. (as referenced in my original complaint) During the move I watched them drop one end of the mirror as they picked it up in the back of their truck. There should be no question of how the damage occurred to that corner of the mirror. Multiple employees from MVM Moving and Storage have tried to bully and intimidate us into paying the moving bill when in fact damages for the mirror far exceed the moving bill. The MVM Moving crew were solely responsible for every aspect of handling the mirror form the taking it off our wall to wrapping and safely storing it at Outback Storage which was completely filled that day and impossible to go into the unit. The MVM Moving response to my complaint is littered with inaccurate descriptions, false accusations, and a number of lies that I can disprove. They made a concerted effort to weasel out of paying this claim and it appears that they are willing to sacrifice a good reputation to do it.
  
  Sincerely, ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer response

  12/27/2021

  Dear BBB,
  
  I have just sent 4 emails that show the validity of my complaint against MVM Moving and Storage. These emails also disprove some of the blatant lies and misleading statements made by Brian Ramsey. MVM's Official BBB response to my legitimate complaint is shameful and completely unacceptable.
  
  Thank you, ***

*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. ↩