ComplaintsforThe Moving Doctor

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a slate pool table moved by the moving doctor along with all contents of my home based on the advice of their sales manager ****************** And their website advertisement of being a BBB accredited business and a member of the Lobg ************* Association following all standards. My pool table was moved in one piece not disassembled as I latter found out is the correct way to move and it by both professional movers and pool table installers. When it was delivered to my new home along with everything else after 7 months in paid storage by the same company the room it was to be placed in was not ready so it was put in my garage again in one piece. I contacted the moving doctor a few months later to ask if they could come and assemble the top to the legs. After spending $14K with this company they demanded an additional $500 for a ten minute job which I declined. After a rather rude and non interested conversation with ***** at the moving doctor today he states the table was moved correctly and he is: done with us and we can *** if we want. My complaints are as follows the advisor ******* never stated the table would be moving incorrectly, I was never given how it was stored for 7 months, when asked to come and assemble it now they want additional funds, ***** claims it was moved correctly but other companies and pool installers state it was moved wrong and the table could be damaged, they now want nothing to do with it even though it is in the place their movers left it untouched and still boxed, their claim of being a member of the Long ************************* following the standards and ethics of the association which is advertised on their site and all **************** assuring me that this is true by their sales rep ******* is a lie as I contacted ***** at the association to complain and she advised me that they have not been a paid member for years but still use the affiliation falsely, and the total disrespect shown by their Msnsger ***** telling me to get someone to build it and let him know if damaged is unreal as if it is damaged it was their fault by not moving it correctly in the first place. At this point I asked them to please send a crew to assemble so I can have it evaluated by a pro for damage I am not looking for a claim at this time just hoping its ok and thats it. ****** response as stated above shows no concern and basically tells me we lied, we falsely advised how it would be moved, we never told you how it would be stored, we lied about our affiliations, its done so long and not even a thank you for the $14k I spent with their company, I hope the BBB can help me as I feel violated and lied to and being a veteran senior citizen feel taken and abused. Thank you, ***************************** *********** *******************

  Business response

  08/17/2023

  We moved Mr.*********** **************** from our storage to his new residence on 08/15/2022
  
  As per **************************** request, we carefully wrapped, boxed, and stored the pool table in his garage after the initial move. Our team is trained to handle items with the utmost care, and we followed established protocols to ensure the pool table's safety during transit and storage.
  
  When **************************** family member later reached out about 8 months after the move TO relocate the pool table from the garage to his house, we explained the specific requirements involved in moving such a substantially heavy item. Our priority is to ensure the safety of both our team members and our customers' belongings, therefore, we recommended a 5-man crew to handle the move effectively and minimize any potential risks.
  
  We understand that cost is an important consideration. In an effort to provide a solution that accommodated **************************** needs, we extended a significant discount, reducing the cost to $500, even though our standard pricing for a 5-man team with a 5-hour minimum is $1500. We aimed to strike a balance between affordability and maintaining the high quality of our service.
  
  **************************** family member responded by stating that she has spoken to other moving companies who told her we moved the pool table in an improper manner and that there is very likely that the table is damaged. At that point and in a very belligerent manner, she  stated that she expects us to come for free move the table and compensate her if it is damaged.
  
  We explained  that our service was completed on 08/15/2022. As per the customers instructions we left the item protected and crated in his garage, therefore we have no reason think it's damaged in anyway. In addition, since she is being extremely confrontational and accusatory of us,  at that point, we were not comfortable in providing her with additional services.
  
  We value your feedback and the opportunity to rectify any misunderstandings. Our goal is to provide a positive and stress-free moving experience for all our customers.

  Customer response

  08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My issue lies in how the packed my item for the move. On the phone the company could not confirm that this item was handled in accordance with industry standards. The manner in which they left it leaves it useless until it is upright.  I do not feel that it is up to the customer to decide how an item is moved, that is why we reached out to a professional company. ******* decided to move this three slate custom billiards table in one piece without disassembly.  
  

  We were not rude on the phone, just asked questions that the company avoided answering. We were told they needed to pull up records in order to confirm that the move of this item was done correctly.  We allowed some time and then called back for a follow up and were then told that their paperwork doesnt reference how items are handled moved, just the amount of hours and men needed.  We inquired about industry standards for moving an item like this with other movers as well as two companies that assemble and disassemble pool tables. We also spoke to the ***** who this company claims to be a member, and were told that their website is false and they havent been a member for years. We are struggling to get a professional response from this company regarding how they decided to move this item. We have been polite and have not received the same respect. We have never experienced such disrespectful customer service. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

*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. ↩