Complaintsfor7Strong Moving LLC

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We moved from ** to ** last August and used 7 Strong movers. They quoted us $3,500 for the move on 08/20/23. After they were there for hours, Kristyn Luis, the owner, informed us that they needed another truck and it would cost us another $1,900 and that they couldn’t move us until the next day. We had no choice but to agree since many of our belongings were already on the truck, including a refrigerator and freezer. My daughter had to drive 2 hours to ** with coolers to try to save the food and then another 2 hours back. Most of the food had to be thrown out as it hot out and the refrigerator in ** was not big enough. During the move, the movers were throwing our items in the garage to each other saying they were in a fish market until they spilled a bottle of detergent. One of the movers also used our office chair to move items outside. The chair isn’t usable as it sinks when you sit on it. The movers scratched an area of our floor and sent a picture to Kristyn and she said she would have someone come and she would pay to repair it. They also scratched our kitchen chairs and other furniture. We called Kristyn and sent pictures of the chairs and she initially said she would order new ones so we decided not to make a fuss over the other furniture that was damaged as the chairs were newer. She has gone back on her word. We have contacted her several times but she isn’t returning our calls. She has gone as far as to say that that we put flour on the chairs to make them look damaged. We told her she could come to see for herself, which she said she would, but she never did. She also sent a floor repair to come and look at the floor so she could get an estimate, but the man never came back and she will not return our calls. We are looking for her to make good on her word and to give us a refund so that we can have the floor fixed and buy a new office and kitchen chairs. This is all we are asking for even though the other furniture was also scratched.

  Business response

  05/16/2023

  Responding to complaint. Ms. ********* hired my team to move her to her new home in **. I arrived to estimate the house weeks prior to  give a quote for the cost and plan the move. I find this takes some of the stress away during an already stressful event .We walked through the house and spoke about details of the items needing to be moved. I mentioned numerous times that with the amount of things needing to go that a second truck may be necessary, but I hoped not. On the day of the move the client added the  freezer located in the garage I explained that normally we do not take food items and that was the responsibility of the client. The extra freezer was not something originally discussed in the walk through of the house. Naturally trying to accommodate the client we went above and beyond to get that item in the truck to go. During the walk through many furniture pieces were discussed but some were being left as I was told, that was not the case on move day. I quoted the move based on the information the client gave me and did mention a second truck may be necessary .As far as the team mishandling client belongings ,that team member was a new hire and has been released from the company after that day. We do pride ourselves on the care we give to our clients, treating their home and belongings like they are our own. That behavior is unacceptable and was not tolerated though that resulted in NO damages I of course apologized profusely when it was brought to my attention. When the team moved the items from the basement to the truck there was a white powder all over the items as well as the shirts of the team. We thought nothing of it and kept moving as to try and accommodate the timeline of the move. All items were wrapped and placed securely on the truck NO damage no scratches. The trucks both full and secure were left at the clients address overnight as the move to ** was happening in the morning. We arrived on site and headed to ** .The move went smoothly everyone was working to get the trucks unloaded safely. The client was happy when I called numerous times to check in . The chairs were put in the kitchen ,unwrapped and placed around the table ,still with the white powder on them NO DAMAGES NO SCRATCHES except for normal wear and tare that was there prior to me even giving the quote for the move. The floor was scratched by two of my crew and i was send pictures immediately and called Ms. ********* upon receiving the pictures from my foreman. I told her we were so sorry and would take care of it. She was understanding and we spoke on having someone come out to repair the damage. The move went on and she even invited the crew to have a meal with them and show them around her new house and grounds basketball court and all. Everyone finished the day happy. I proceeded to find repair services in her area for the floor. I found three local to her ,called them and told them the situation and then even provided her with contact info on all three repair companies. She set up with them appointments to come to her home to do estimates for repair. I asked her to choose whomever she felt comfortable with and provide me with the quotes so I could arrange payment for the work. She never sent me any info at all and then proceeded to call and scream and verbally assault me. She was upset so I tried to be understanding and work through it with her. I offered numerous times to fix the situation, I did get ill in the middle of all this ,So I do thank Ms. ********* for being patient with me during that time. I would still like to see the information for the floor repair as I would like to have it repaired. I have also offered to pay the industry standard of .60 per pound of weight on the chairs as they have been discontinued by the manufacturer. I am not taking responsibility for damage to the chairs as I do not believe we damaged them but as a good faith measure I will offer the industry standard. I do hope Ms. ********* send me the floor repair quotes soon. I would like to get this behind us an have her floor repaired. 

  Customer response

  05/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Ms. L***** comments about not knowing the items that would be moved is incorrect.  I did not move most of or furniture to **, so there was no miscommunication as to what was to be brought. She simply incorrectly estimated the size of the truck that was going to be needed, so her mistake cost me $1,900.  I am very offended at her comments that there was a powder in the house.  Ironically, she sat in the very same chairs in question in my kitchen and ate pizza and there was obvious no white powder, so this is a ridiculous and childless way of trying to get out of her obligation.  I offered many times for her to come to the house in PA to see the chairs for herself, which she never did.  The movers did not wrap any of the chairs which is why there were damaged.
  I am only asking for Ms. L*** to keep her word to pay for the chairs and floor and have attached copies of the text message exchanges were she said that she would pay to replace the chairs and the damage to the floor.  I am not asking her to pay for the food I had to throw out, pay for the gas that I spent to try to salvage the food, or any of the other furniture that was scratched, and there was a lot.  I am simply asking for the chairs as they were new.  Ms. L**** statement that the chairs have been discontinued is not true.  They are available on the Raymour & Flanigan website, and I have attached screenshots of the site that show the chairs and the cost to replace them. For the 6 chairs, it would cost $1,045.89. 
  The floor repairman states that he was intimidated by Ms. L*** and therefore does not want to give a written estimate, but he verbally stated that it would cost around $125 to fix the floor and that he had told this to Ms. L*** who then insulted him and said she would not pay for it. 
  There, I am asking for $1,170.89 to cover the cost of the chairs and floor.
  
  Sincerely,
  
  ***** *********

  Business response

  05/23/2023

  Good Morning,
  I NEVER spoke to the floor repair man after he went to do the estimate .I was waiting for ***** choose a date for the floors to be done so that I could send payment .The idea of me verbally assaulting him is a blatant lie I never even spoke with him after he went to her house. I am trying to get this resolved. Ms.********* I never stated that you moved anything but food items to ** as we do not handle that.There was more items to be moved on move date than when I first estimated the truck size . I am very good at estimating truck size as it effects my bottom line on each move and payroll. I try not to send multiple trucks as they require more man power. Therefore effecting my profit margin . I was surprised at the amount of items on move day in comparison to the day I came out to estimate.If you had moved items to ** as you stated ,there would have been no need for an extra truck. The chairs were wrapped and padded as we wrap and pad all furniture . The chairs had normal wear and tear on them from day to day use not anything my crew did and I know this because yes I did sit on them so I was able to see the wear and tare. The table legs had similar wear and tare as to be expected from day to day use as well. I will Gladly send payment for the floor to be fixed.Please send me an address where you would like a bank check sent certified mail.

  Customer response

  05/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Ms. ****, I do not want to rehash the entire scenario again.  I just want this resolved.  As you know, I did not stop you from cashing the $1900 check because I am an honest person and I expected you to be one as well.  You apologized and said that you would replace the chairs, and I have even attached the various texts where you stated that you would make things right.  You even asked me to send you the SKU numbers, which I did.  I am simply asking for you to keep your word.  You know very well that the chairs were new as I stated this to you and asked that your crew be careful.  I am insulted that you would imply that the chairs had wear and tear as they were new. I have already attached the screenshot of Raymour & Flanigan so that you could see the cost of the chairs and that they are not discontinued as you blatantly lied about.  Please be an honest person and pay for what your crew damaged, that is all I am asking. Therefore, I am asking for $1,170.89 to cover the cost of the chairs and floor.  
  
  Sincerely,
  
  ***** *********

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