ComplaintsforBennetts Moving Services

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 07/28/23 Bennetts moving service moved me from an apartment to a home, then proceeded to my storage units to deliver the rest of my belongings. After unpacking everything I noted that the moving crew stole my expensive Yamazaki gold & silver flatware along with the Reed & Barton mahogany silverware chest. that held them. This was my wedding silver. Retail price of this is $3000. I would like reimbursement for these. I was told I would get the same crew that moved me four years earlier & instead they sent newly released inmates...that they had employed.! Other items were missing also including designer shoes, handbags & a high end gold lamp.

  

  Business response

  04/11/2024

  This move was completed almost a year ago. We do not have a written inventory of all the items that were moved, or the contents of the storage unit at the time we loaded it. We also can not verify who has had access to her items in the time since the move.  Although we feel terrible and are truly mortified that she has the impression anyone on our crew would steal from her, too much time has elapsed to do an accurate investigation and our time limit on claims has elapsed. We do not, nor have we ever employed "inmates". All our crew members are background checked to prevent exposing our customers to any sort of criminal activity. In fact, the crew leader on this move was an ex correctional officer his self and is still employed. We do not tolerate any employee we deem as untrustworthy. If we wouldn't send them into our own homes, we do not hire them. Any incident involving theft, would immediately be turned over to law enforcement, and we would cooperate fully with any investigation up to and including assisting in prosecuting them to the fullest extent of the law. 

  We are truly sorry this happened, but unfortunately with the amount of time that has passed and the inability to substantiate the claims by an investigation we cannot process any refunds. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  --Date of move: 9/16 - 17/2022 --They charged me $4,096. When came out to see what move involved Mr. ******* underestimated by about 50% what was to be moved when compared with result of North American visit day after. This discrepancy, even though I went from room to room with each agent using a notebook to indicate which furniture would go or not. Mr. ******* told me that MAXIMUM cost of move would be $2974.00. That he promised! North American estimate was 4 times higher, but involved doing more. I went with *******s because of the lower cost and the 4 star rating. --Damages were done. Furniture was destroyed, scarred, broken and missing. Furniture not reassembled, as promised. Wood floor in new house scarred. --He could not fit on truck all that was to be moved and left behind hundreds of dollars of furniture. I was notified by my representative at house because I went to ************ to open house and get it ready. My realtor called him. He very reluctantly agreed to send up a U-Haul truck. --I called. No response. I posted a review. He found no record (Work Order #06519) of having moved me. *******'s concern for problems I described in review were removed from posting. My review now has no response from him. My more detailed review remains posted. --I ask for the amount I paid above estimate because of *******'s gross underestimation. I think he low balled me. I want payment for the damages did. --I am 81 years old and disabled. He tried to take advantage of me. --I can send supporting pictures.Tell me how.

  

  Business response

  06/27/2023

  This move was completed in September of 2022. We tried to make things right back then and Mr. ***** was unwavering about having the entire move refunded. The last communication we had with him he yelled and hung up on us. He has rallied back now in June of 2023 and has continually posted google reviews almost daily. The damage done to his chandelier was caused by it not being hung and secured correctly. We did not hang it. When we went to remove it and disconnected the wires it fell. It was not mounted securely, and the wire nuts were the only thing holding it in place. We showed him the pictures of how it was hung and tried to explain how it happened, but he was not interested in hearing it. His realtor involved herself in the move and told our crew she would be hauling a truck load up to ************. When the time came, she said she wasn't doing that, and yes, we did rally and rent a U-Haul to get the items she volunteered to take up to him. This change in plans did add time and labor that we did not account for in our estimate. The 1st we heard of damaged tables or floors was on his google review. That was not brought up to us back in September, or we would have addressed it. On our paperwork it specifically says, any estimates or quotes given prior to the move, are just that, an estimate and are in no way binding. The move is billed on actual time spent and other pre-determined costs. Mr. ***** Initialed and agreed to these terms at the time of the move. 

  I am attaching both the estimate and signed completed work order with the terms.

  For customer satisfaction purposes we would be willing to refund the $120 charge for crating the chandelier, and the $95 charge for removing it. As for the 2 tables, we would estimate them at 50 lbs. each. Our Dot Standard coverage is .60Cents per pound. We are willing to refund $60 for the claimed damages to the 2 tables based on .60 per pound and 50lbs each. For a total refund of $275.00.

  We are truly sorry for the inconvenience the additional cost caused. Relying on the word of the realtor, to bring the additional items caused additional, time, trucks, and labor none of us bargained for, but the work was completed, and the time was spent completing the move. We did not charge for the additional truck, time or fuel, and did our best to stick to the original estimate. 

  

  Business response

  06/30/2023

  The company will offer a refund of $735. Please advise if this is acceptable.

  Customer response

  06/30/2023

  
  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.
  
  Sincerely,
  
  **** *****

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