ComplaintsforSouthwest Virginia Moving & Storage

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company moved me from *** * **** *** ************** ** on 8/30. During the move they broke my tv, broke a large mirror that goes to a bedroom dresser, locked a file cabinet that contains personal information, and broke the front storm door on the house that I moved from. During the move from that house the pump was ripped off the storm door, the chain at the top of door was ripped off, the door was twisted at the bottom so the door no longer closes and latches. They replaced the TV but have not addressed the other 3 items. I have spoken with the manager complaining on the following dates: 9/3; 9/5; 9/6; 9/9; 9/13; 9/14; 9/16; 9/17; 9/20. I have spoken to the manager, a secretary, and the owner. I was promised they would email me a form to file a claim on 9/14, but I never received it. On 9/17 I called and told them I had not received the form and was told the warehouse manager has to send it to me but they have been too busy. I was told that they would remind the warehouse manager to send it to me. To date I have not received it. On 9/20 I spoke with Andrew Dresher. He promised to come today and open the file drawer. I have waited all day, never leaving my apartment, and he never showed or called. He also promised he would check on the status of replacing the glass on my mirror and having a handyman go by *** * **** ** and replace the storm door, but given his failure to keep a simple promise I have no reason to believe he will follow through with his other promises. I have been trying to resolve these matters with the moving company directly since 9/3, but have not been able to come to a resolution. I asked the owner for the name of their insurance company, but was told he could give it to me, but they would kick it back to him as it would be part of his deductible. I never was given the name of the insurance company. This company makes promises that they don't keep.

  

  Business response

  11/11/2024

  Thank you for reaching out to Southwest Virginia Moving. I wanted to respond to the complaint from Ms. ******. The work performed for Ms. ****** took place on 8/30/2024. Ms. ****** had requested that Southwest Virginia Moving and Storage move her belongings from *** **** *** ** ** ************** ** to *** ******** **** ** in ************** **. Based on the in-home survey performed by myself, Michael Murray, and the signed paperwork, Southwest Virginia Moving would not be required to pack any of the items in the home. The estimate was to remove the items from the origin location and deliver the items to the destination location. Not all items would be moved as the majority belonged to the owner of the home. The items moved were notated on the inventory for the estimate. The inventory and estimate was signed by Ms. ******. Upon arrival, the driver from Southwest Virginia Moving noted that the majority of belongings for Ms. ****** had not been packed. Our team is not able to take unpacked items on the truck for transport. Upacked items can be lost, damaged, etc. I contacted Ms. ****** to explain unpacked items will not be taken on the move. I offered to help her pack up her belongings with the understanding that she would be charged for the items our team packed. Ms. ****** had no issue paying additional cost for the additional work.  I went to the job site to present Ms. ****** with the new price that included packing. Ms. ****** agreed the price and wrote a check to Southwest Virginia Moving for the new agreed upon amount. I remained on site with the operations manager and helped load the truck free of charge to keep the hourly charges for the move as low as possible. This was two additional men working for over 2 hours at no charge. The move was completed on time and within the estimated cost of the move. The only extra cost was the agreed upon packing cost. At the conclusion of the move, Ms. ****** signed off she was happy with the move and with paying for the move. Days after the move was completed, Ms. ****** claimed her TV had a cracked screen even though it was professionally packed. I went to the store to get the same model TV and brought it to her new home. I even set up the TV for her since she was unable to lift the item out of the box. All of this at no charge to Ms. ******.  Ms. ****** also complained the door of the home she vacated was damaged. I sent out a team to look at the door. There was not damage to the door. I have pictures upon request that show the door has scrapes on the inside of the door and door frame, indicating the door was scraping prior to the move on 8/30/2024. The indentions would indicate the door not closing tightly had been an issue for a long time. The door also has been previously repaired with putty on one of the door seams. Our team still tried to get the door to close properly by replacing missing screws that our team did not lose. These screws were missing prior to the move on 8/30/2024. It was determined that with no physical damage to the door, previous issues obviously with the door, that our team did not damage the door just by opening it to move items. Ms. ****** persisted that the door be repaired. I went out myself to look at the door and came to the same conclusion as our team sent to repair it. The owner of the home did not have an issue with the door and did not feel our team did any damage to the door. Ms. ****** is filing a complaint about a door on a home she does not own or live in. And that the actual owner has no complaint about.  We did break the glass in a mirror. ********* ***** cut the glass and repair it. Free of charge. It was returned to her like new  The filing cabinet has a push in lock. Ms ****** does not have a key. Our dispatch manager went out to the home on opened the lock on the cabinet. Ms ****** was happy it was opened and left unlocked. In conclusion I feel Southwest Virginia Moving handled Ms. ******'s claim correctly and properly. Her move was also handled correctly and properly from the work itself to the cost of the move.  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had Southwest move my items and keep them in storage for 4 months. Before I did business with them, I spoke with the owner as I had concerns about my late grandmother's belongings. They assured me they would take the utmost care and assured me that their storage was safe and secure as well. When I did the initial list of my items, I included some items that I wasn't sure were going to be moved or not. I was informed to include them and at the day of the move, we can have it deducted from the balance as the truck would weigh less. I called for over 3 months after they packed up my items and didn't receive a response from anyone. I spoke to at least 5 different people and a few departments but nobody was able to get a reply from Accounting. Finally, when I was ready to have the items delivered back to me, they wanted to me sign some forms and were able to get a hold of accounting (after waiting another week). The price of my items increased yet I had less on the truck. They also neglected to give me a high value item form at the time of move. I spoke to the owner (all by email) who told me the form didn't do anything except tell them they were high values so they can "take extra care". At the time of drop off, everyone was all over moving things around. Afterwards I noticed that 11 of my items were damaged - some severely. I reached out to the company who ghosted me for weeks as I reached out. They finally came back and wanted to pay me the damages by weight of the item! That didn't cover the cost to repair. I submitted a quote from a furniture repair company and they refused it. I asked for an itemized weight list of each item and asked where the adjustment was by weight. Again, they can show me nothing. I reached out again multiple times with no answer by the company. They showed 0 empathy or compassion. I got "I apologize your move didn't go without incident." Such a cold-hearted reply and they have done nothing to make it right.

  

  Business response

  12/22/2023

  ** *** ******:    this customers complaint that we did not call her is untrue.  Attached is the call log from our phone system documenting several conversations between  2 and 6 minutes shortly after 1 month of delivery.   Additionally, we have made a full settlement offer based on the terms of our agreement. ATTACHED  She is being unreasonable and believes that if her used furniture was completely protected in quilted blankets it should all be returned to her as BRAND NEW Furniture.  We were not hired to refinish all of her furniture,Lastly, the inventory is attached notating the condition of her late grandmothers items.  All the items were already scratched all up and used. As notated.There will be no further offers of settlement.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired this company to move us two blocks. We signed a contract for the complete move to take place on Tuesday October 4, 2022 for $1941.50. The contract included furniture to be moved from ** *** ****** ** to *** ******** ****** as well as furniture to be moved from ******** to a third house that we own and furniture from that house moved to *** ******** ******. They sent a truck that had an inoperable lift gate, and the movers stood around for 1.5 hours smoking and texting/talking on their phones while they waited for a guy to bring a ramp to ** *** ******. None of the movers told us their names! They did not follow company procedure of wrapping our doors, wrapping our furniture and they did not pay attention to instructions on boxes. This neglect of our belongings led to a lot of damages. Instead of taking one day to move the bulk of our belongings two blocks, this move was not completed until October 6, 2022. They left at 8:30 PM on October 4th and it was stated to us that they would complete our move on October 5th. October 5th we called to find out where our belonging were. Late that afternoon, after my husband threatened to call the police, we were told our stuff was in a warehouse in Christianburg. On Thursday, October 6 we did not see the movers all day so my husband called at 3:00 and once again threatened to have the owner arrested for theft. They called us back and finally completed the move after dark on October 6th. The first thing carried in was a broken chair! My husband paid them $1,575.00, which was less then the contract, but he deducted the amount charged while the three person team did nothing on October 4th. This company is now trying to charge us $757.00 for October 6, although that was suppose to occur on the 4th. The amount they are trying to charge us for an extra day that was included in the original contract is very close to the damage amount. We have tried to contact both ******* ******* and ******* ******, both are ignoring us.

  

  Business response

  11/30/2022

  We provided an estimate for this move. We estimated this move to take approximately 10 hours, but there are a lot of unknowns when dealing with multiple stops. On day 1, our crew arrived at residence at 8:30 am. However, we did not charge them until 10:30 am as a start time because the crew did not have a walk board. Our liftgates are not designed for household goods moving. It takes twice as long. I personally dropped off the walk board at 10:00 am. We loaded everything that needed to go out of that house and delivered it to the 1st stop. When we finished it was 8:00 pm at night. There was still more furniture to be picked up out of the additional houses. Due to it being late, the crew discussed with the customer we would be back to finish the job in the future. A two man crew arrived at the house on the next moving day, 10/6/2022. It took them 3.5 additional hours to do the multiple stops and drop of the furniture where the customer required. After further review and discussion with the lead driver on the crew, he agreed that the female worker was not worker as hard as they were. So we have made an adjustment to the invoice and only charged at a rate of 1 van and 2 men. Please see attached invoice. This changes the amount owed from $757.00 to $619.50. I have also attached a copy of our Bill of Laden that the customer fully signed and initialed the section that gives us the right to audit for any mathematical errors that could have occurred at the time of the move. Section 7 - Contract terms and conditions, we are only liable by the weight of the item times $0.60 per lb. When you look at the weight of all the items she is claiming, it is equivalent to about 600 lbs. If we were to make settlement we would owe her based on the valuation the customer Chose. However we have an outstanding balance that needs to be paid based on the contractual agreement. In the amount of the revised invoice of $619.50. Furthermore, we finished the agreed upon project and then requested payment. At that point we were short paid which is in violation of Virginia Law. Virginia Code 18.2 protects businesses and criminalizes those who defraud on payment of services. In negotiation of this situation, if the customer will make payment on the $619.50, we will start the claims process for the alleged damaged items. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Southwest Moving and Storage moved our belongings from ******* to our house in ********** in April 2022. There was damage done to our new home in the move. The movers put holes in the walls of the stairwell. There was quite a bit of damage. The movers took photos of the damage. I spoke with the company and was told that any repair work done would be paid for by the company. I had to have to holes patched and the stairwell repainted. I received the bill last month and have been trying since then to receive payment for this for the painters. I spoke with ******* the first time and he told me a check would be mailed out that day. That have been 3 weeks ago. I have called at least a dozen times since then and left messages with *******. He has not returned my call once. They just keep taking my name and phone number and saying he will call back. I would like the payment so I can pay the painters for the damage they caused.

  

  Business response

  10/31/2022

  Consumer had repairs done and we delivered a check to pay for repairs

  Customer response

  11/02/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, *** *******

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2021, I had water damage in my house in the Garden Room/Office and a Full Basement. It was arranged by ****** ****** of ************* ** ********** ****** via my **** Insurance Co. that Southwest VA Moving & Storage would store my possessions while work was done. Removal of Basement Items were first; then weeks later complete removal fm the Garden Room/Library/Office were boxed and remo ed as well. 2 room; 2 different times. When my contractor finished, ALL my possessions were returned July 13, 2022. It really was under the worse conditions (see 3 Aug 2022 email I sent the company via ****** ******). I was sent a form to list damaged goods fm ******. There were not many damaged items, but it was more than the one page they sent me. I completed the form and returned it about August 3, 2022. Now it is October, 2022, nearly 3 months, and I have not had any communication/response from this company regarding my CLAIM. I have sent about 10+ emails to ****** ****** asking for a response--NOTHING. Prior to my submitting my claim, this company requested I sign a form for them to dispose of trash items. The worker offered, I accepted. Then, the company wanted me to sign a doc that made me responsible for the cost of removal. I was NOT told there was any charge for removal and I refused to sign the form. I FEEL LIKE MY CLAIM IS NOT BEING ADDRESSED IN RETALIATION FOR MY NOT SIGNING THIS FORM. Why else would I not hear back about my Claim Form--that was sent to me!? Not only does this company not adhere to labor laws apparently, but now they are withholding funds for damaged goods caused by this company's handling and storage. I would like my Claim Form to be address and to receive the legitimate reimbursement for items THEY damaged. I sent the form AND I sent photos of each item that was damaged. This is unprofessional behavior. Obviously, my letter appreciates what was done well, but now NO RESPONSE??? I hope you can help. ********* *******

  

  Business response

  11/08/2022

  Mrs. ******* did not pay her bill in full and owes $757.00. I have re-sent an invoice showing the balance due and let her know I will proceed with her claim when we have been paid. I also sent an email to Mrs. ******* explaining this.

  Customer response

  11/15/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I made a claim for damage against items that were damaged, and I received a letter that there was payment due.  SINCE THE PAYMENT WAS NEVER BILLED TO THE ************* GROUP THAT HANDLED MY MOVE, THEY WERE UNAWARE OF ANY PAYMENT DUE, BUT ************* HAS SINCE PAID FOR THEIR SERVICE...AND I HAVE YET TO RECEIVE ANY PAYMENT FOR MY DAMAGED GOODS.  Regards, ********* *******

  

  Business response

  11/30/2022

  We did reach an agreement with the consumer. She signed off on paperwork accepting an amount. We have a check for her, that has been sent out and should arrive with her soon.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Southwest Virginia Moving & Storage completed a move for my family from *************** ** ** *********** ** in November 5-8 2021. At least two items were broken in the move (that I'm aware of) and I attempted numerous times between November 2021 to April 2022 to reach out to ******* to rectify the situation. The agreed upon solution was to provide two Target gift cards at $25.00 each ($50 Total) that were to be mailed. On April 27, 2022, I completed a "Claim Release" form that was required in order for the gift cards to be mailed. I have not received the gift cards as of today's date.

  

  Business response

  06/27/2022

  The consumer notified BBB that she has received a $50 check in the mail.

  Customer response

  06/27/2022

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *********

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Southwest Virginia Moving and Storage (SVMS) was subcontracted to deliver my personal effects to my home from storage on April 4, 2022. On April 4, 2022, during the move, two mover damaged two walls putting holes in the drywall. As part of their commitment to customer service, I was told they would find someone to repair the damage done. It has been 9+ weeks and the job is unfinished. I have had 10+ calls and 5+ emails back and forth with the company and I am continually being told that it is "one our list to fix." After 5 weeks of calling and emailing, I finally was able to get SVMS to send someone to repair the broken drywall, but that contractor was not authorized to paint the wall so it has been 4 more weeks of calls and emails and still no action has been taken.

  

  Business response

  06/15/2022

  Crew went out and painted. It is completed per customer. ******* ******, gen mgr

  Customer response

  06/16/2022

  The business finally did come and finish the job. I appreciate your help in persuading them to finish the job ***** ***

*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. ↩