ComplaintsforMyProMovers

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 24th we had my pro movers come out to move our belongings. During the move the supervisor on site said the fridge would fit through the front door. My wife, myself, and his movers all said to take the door off so it would fit. The supervisor did not listen bc he wanted to get it out faster. When we arrived at destination, I asked them to unwrap the fridge because I needed to see the damage. When they unwrapped it the bottom and sides were dented completely. The front of the doors were severely scratched up. We called the company and they sent ** a claim form to file. We submitted it that day. Its now March 25th and we havent heard back from them. Weve been calling for weeks and the assistant that answers the phones just says, he will call you back today.. NEVER received a call. This is my pro movers fault our appliance got damaged and now theyre avoiding taking responsibility. Its been over. A month theyve had to try and settle the claim with ** and not one attempt has been made on their behalf. This fridge is $5000 that they happily damaged. If we do not hear back soon we may have to go to court to solve this issue. They have an insurance policy in place for problems such as these. I will not be using this company in the future. During the move all the supervisor kept asking for was a tip. He even went as far as sending a tip request through cashapp. After damaging our appliance that we tried to avoid.

  

  Business response

  05/15/2023

  Dear ***********************,
  
  I am writing in response to the complaint filed by ***************************. Our company, MyProMovers, was contracted by ****************** to complete a two-part project involving packing and moving. The packing job took place on February 24, 2023, followed by the moving job on February 25, 2023. I am pleased to inform you that we successfully completed the project within the agreed-upon schedule.
  
  Unfortunately, during the course of the move, our movers inadvertently caused damage to ********************** fridge. As a responsible company, we immediately acknowledged our responsibility for the damage and promptly provided ****************** with a claim form to fill out. I have attached the relevant email conversation titled "*************************** Email Communication" for your review, which outlines the discussion surrounding the resolution of the issue.
  
  It is important to note that the items moved by our team were covered by the released value protection of $0.60 per pound per article, as mandated by federal law, unless the client had purchased additional coverage beforehand. The details of this coverage were clearly outlined in the estimates and terms and conditions provided to ****************** prior to the commencement of the project. I have attached the two signed estimates (contracts) for your reference, named "Signed Estimate - *************************** - *****" and "Signed Estimate - *************************** - *****."
  
  Within the email conversation, you will observe that ****************** expressed dissatisfaction with the released value protection of $0.60 per pound per article for the fridge damage. Although this is our legal responsibility, we made an effort to accommodate ********************** concerns by offering an additional $100 as a gesture of goodwill. Please be aware that this offer was made purely as a courtesy. As evidenced in the email exchange, ****************** agreed to the proposed resolution. Subsequently, we sent him a ******** form on April 10, 2023, to confirm the resolution, but we have yet to receive a response. Despite sending two follow-up emails and attempting phone contact, we have not been able to reach ******************. As of today's date, May 15, 2023, the form remains unsigned, and therefore the agreed-upon refund between MyProMovers and the client has not been processed.
  
  I would like to bring to your attention that we possess a DocuSign screenshot, attached to this email as "******** Screenshot - ***************************," which clearly indicates that ****************** viewed the document but did not proceed to sign it. This serves as evidence that the document was received and opened by the client.
  
  According to our legal responsibility at MyProMovers, based on the total weight of 406 pounds, the reimbursement amount would be $243.6. However, we extended our offer by providing an additional $100, resulting in a total reimbursement amount of $343.6.
  
  I want to emphasize that our offer to resolve this issue for the client still stands. We are fully committed to refunding ****************** the agreed amount of $343.6 as soon as the DocuSign form is signed by him.
  
  Thank you for your attention to this matter.
  
  Sincerely,

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired MyPro Movers to move a piano from the sunk-in living room to the dining room - approximately 10 ft over and 8 inches up. The 2 person team arrived & rolled the piano on its wheels into position for the lift up. One of the team suddenly looked at my spouse and asked if rolling the piano had caused the damage to the laminate floor (there are grooves where the wheels gouged it). My spouse confirmed that yes, rolling the piano had caused the damage but that they did not need to be concerned because we were replacing that floor. Then they tried to lift the piano, but couldn't. They returned to their truck & brought back straps. Together, using the straps, they lifted one end up at a time onto the dining room tile. Once the piano was up, one team member asked if they should charge the balance of the job to the "card on file" and the other asked him to scan a QRC for a survey and if he could have some water. My spouse called me to inquire about the "card on file", while getting a bottle of water. My spouse confirmed that the balance could be put on the same credit card as the deposit and with that the team left. My spouse then returned to the piano to find that the bullnose tile at the edge of the step up had been cracked & chipped - most likely because part of the weight of the piano was on the edge after they lifted the front end or because they put the rear weight down too close to the edge. We took a picture & forwarded it to the company. After multiple phone calls & an on-line damage claim with pictures, we agreed upon a time to have someone from the company come to look at the damages. The person called just before the end of the arrival window & said he'd be late. I told him not to come because we had other obligations. After several calls, the company advised they would not consider our claim without seeing the damage in person because their team has denied any damages. We declined an appointment because none fit our schedule.

  

  Business response

  07/13/2023

  From: MyProMovers Management <management@mypromovers.com>
  Date: Wed, Jul 12, 2023 at 4:15 PM
  Subject: Re: *************************** Complaint (********)
  To: *********************** <****************@mybbb.org>
  

  
  

  Dear ***********************,
  
  I hope this email finds you well. I am writing to provide you with an update regarding the complaint we received from a customer concerning our moving services. I would like to present the facts and actions taken to address the situation.
  
  Our team was hired to carry out a piano moving project for the customer. Upon arrival at the customer's residence, our crew discovered that the home was undergoing renovation construction, including the floors. It is important to note that the team we assigned to the project was highly professional, experienced, and fully equipped to handle piano moving jobs. Despite the challenging circumstances, we successfully relocated the piano to the desired location, taking great care to ensure the customer's satisfaction.
  
  Throughout the entire process, the customer was present, closely monitoring our movers' every step. Our team even conducted a thorough walkthrough of the house with the customer, meticulously inspecting the floors, walls, and corners to prevent any damage. This procedure is part of our standard protocol before leaving a job site. Once the walkthrough was completed, and the customer expressed her satisfaction, we proceeded to collect her signatures and received full payment in accordance with the contract.
  
  However, the following day, we received a claim form from the customer, alleging damage to the floors. The pictures submitted along with the claim were of poor quality, making it difficult to ascertain whether the damage was pre-existing, a result of the ongoing renovation process, or caused by our team. Given this lack of clarity, we decided to schedule a visit from our professional handyman to inspect the alleged damage.
  
  Although our professional arrived toward the end of the designated time window, he was not late. Regrettably, he failed to inform the client about his delayed arrival but did promptly call upon reaching the job site. In an unexpected turn of events, the customer responded by shouting at our professional, refusing him entry into the house. Our office promptly contacted the client to reschedule, but she declined and explicitly stated that she would not allow us onto the property, neither that day nor in the future. In fact, the client's exact words from the email correspondence were: "We do not wish to waste any more time on such a small claim." I have attached the relevant email exchange as evidence (file name: "Mail - MyProMovers **************** ***************************").
  
  Given the aforementioned circumstances, we have been unable to clarify the extent of the damages and establish whether they were caused by our team or were part of the ongoing renovation process. Throughout this entire ordeal, we have diligently worked to reach a resolution, adhering to our internal processes and procedures. However, it appears that the client has chosen not to cooperate or engage in our efforts.
  
  We remain committed to providing exceptional service and resolving this matter satisfactorily. Should you require any further information or have any recommendations on how to proceed, please do not hesitate to contact me. Thank you for your attention to this matter.
  
  Sincerely,
  

  Customer response

  07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It is factually wrong in a number of areas.  1.  Most importantly, one of the company's representatives told us that the pictures we sent were fine and advised they needed to review the area as a matter of practice.   2.  The representative did not arrive at our house within the timeframe - he called to say he would be late.   I did not yell or shout at him on the phone; I explained that he had missed the timeframe and we had other commitments, so his delay was not acceptable.  He then suggested that he was coming to "fix" the tile and I explained that it was cracked and we did not have spare tiles.   He suggested he would be able to "find" the tile and I said he would not be able to find it.  I explained that we were renovating the living room wooden floor to match the dining room tile and we had been waiting for the tile to arrive for 3 months and we had not ordered any bullnose pieces, like the damaged one.  3.  The team that moved the piano did not review for damages after they moved the piano, thus my husband found the damage after they had gone. 

  When I wrote that we did not want to waste time on such a small claim, I noted that I would provide a review that captured our experience with the company.  This was after multiple phone calls, multiple emails, and the missed appointment.  At that time, I did not want to continue interfacing with this company.  After contemplation, I sent my complaint to BBB, rather than just post a negative review to afford the company the opportunity to make this right. The response from the company suggests that they did not damage our floor.  This is shameful, given the communication from their representatives that acknowledged the pictures showed the damages and that they sent their representative to "fix" the damages.

  Regards,
  
  ***************************

  

  Business response

  07/13/2023

  Dear ***************************,
  
  I hope this email finds you well. I am writing in response to your claim regarding the alleged damage caused during your piano move. After thoroughly reviewing the information provided, I would like to address the concerns you raised and provide further clarification.
  
  Firstly, I would like to emphasize that we take all customer communication seriously and never ignore any calls, emails, or texts. It is against our company policy to disregard any form of contact from our valued customers. In this particular case, our records indicate that our team had been in frequent communication with you through multiple phone calls and emails prior to the scheduled appointment. Furthermore, we have attached the email thread from our previous correspondence, which clearly shows your decision to decline our team's access to the property.
  
  It is important to note that our representative informed us of your denial of property access, and as a result, we were unable to assess the situation firsthand. However, I personally reached out to you immediately following this incident. Regrettably, we did not receive any further calls or emails from you thereafter.
  
  Regarding the damage claim, it is essential for us to conduct a thorough verification process in order to determine the responsibility accurately. Unfortunately, due to the lack of access to the property and your decision to decline our claim procedures, we were unable to assess the alleged damage caused by our team. Our movers, who are highly experienced in piano moves, maintain that there was pre-existing damage present prior to their arrival, and they did not contribute to any floor damage during the move. It is worth noting that this particular crew has successfully completed numerous piano projects over the past year without any complaints or damages reported by other customers.
  
  In light of the inconvenience caused, we would like to extend our sincerest apologies. As a gesture of appreciation for your business and to resolve this matter amicably, we are prepared to offer a refund of $100. We would like to emphasize that this refund is not an admission of guilt but rather a token of our gratitude for choosing MyProMovers. Unfortunately, we cannot increase the amount offered as we were unable to verify the damage caused by our moving company and were not given an opportunity to clarify the situation further.
  
  We understand the importance of customer satisfaction, and we genuinely regret any negative experience you may have encountered. We value your feedback and will use it to improve our services going forward.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us. We remain committed to resolving this matter to your satisfaction.
  
  Thank you for your time and consideration.
  
  Sincerely,

  Customer response

  07/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  We are most appreciative of the apology from the company.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired MyProMovers to move a piano with bench, end table, trunk, & cradle in June 2021. On June 5th, 2022, I received my items (one year later). The table & piano bench incurred extreme damage while under the responsibility/care of My Pro Movers. I would like to file a claim for compensation for damages incurred while my furniture was under the care of My Pro Movers. I was charged $3,075.00 for this move and I would like a refund of at least $700 to restore the bench and table. My items arrived July 5, 2022 at 8:30pm MT after having been held by MyProMovers since July 28, 2021. When the two men first opened the truck, I could see that while there was a protective cloth on the piano, there was no such protective covering on the piano bench or the antique table, and they were tightly packed right up against other pieces of furniture. As seen in the photos, extensive friction rubs damaged the table-top/edges & leather inlay, as well as the piano bench. Since the table also has inlaid leather that was scraped beyond repair, it will be very pricey to restore. Not providing blankets between furniture pieces for that type of distance is counter to what I was told by My Pro Movers staff when I first contacted then. I was assured that padding would be provided to protect the furniture. I contacted MyProMovers immediately after the furniture was unloaded and complained about the damage to a MyProMovers associate named Tony. As per my phone conversation with Tony on June 5th at 9:30pm, I emailed the attached photographs of the furniture pieces that were damaged along with a request to file a complaint for damages to Daniil at MyProMovers (the sales rep I had been dealing with). ****** instructed me to send the complaint/photos to: sales@mypromoversdc.com. Which I did, on July 6th, 2022. MyProMovers has not answered me.

  Customer response

  02/10/2023

  From: ******************************* <*****************>
  Date: Thu, Feb 2, 2023 at 8:23 PM
  Subject: Complaint ID: ********
  To: info@mybbb.org <info@mybbb.org>
  
  Dear Sir/Madam:
  
  Regarding complaint ID: ********, the dispute as been resolved by the moving company.   
  
  Thank you for your assistance in this matter.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Just the worst moving experience I have ever had. I actually really loved working with ****** and **** but the movers were absolute trash. The lead person came and literally didnt acknowledge me and only used one word answers. He was moving nonchalant for 30 minutes and then figured he did t want to do the move and hired two independent workers (who were excellent). The problem was that the lead (****) was actually the person that moved the things in the truck and looks like the truck flooded which ruined many of our moving bags (all clothes had to be rewashed), couch ruined, and scratched dining table and kitchen cart. He also dropped the bed frame and proceeded to look around to see if anyone saw him (I saw the entire thing happen). He swept it to the side. Upon the independent movers finish g the actual move, **** tried to leave quickly and asked for a signature. I said the move was not completed and he just said they would finish. I also said the furniture had to be completed and put together (by the way NONE of the furniture was wrapped outside of what I personally did and they didn’t even put up anything to protect the home during the move). He tried to leave because he didn’t want to put the broken bed together. He said he didn’t have tools which I noticed were in the FRONT seat! Thousands of dollars of replacements later I’m stuck holding this bag. Hopefully this is taken care of by the owner (btw I’m currently lifting a 200 lb matters by myself since these selfish movers decided on putting my mattress on top of a soaked box spring wrapped in plastic still. Worst experience ever moving. 

  

  Business response

  04/27/2022

  Hello, this complaint is now resolved between MyProMovers and **** ****. Please advise on the next steps. Thank you. 

  ~ MyProMovers 

  Customer response

  05/24/2022

  From: **** **** <**********@*****.com>
  Date: Tue, May 24, 2022 at 9:48 AM
  Subject: Re: from MyProMovers
  To: <*******@mybbb.org>
  Cc: MyProMovers Moving Company <sales@mypromoversdc.com>
  
  *** ******,
  
  Really appreciated the time this morning and apologies for any confusion here. I had worked out a satisfactory solution with MyProMovers with a mutually approved amount and Mike specifically was amazing and genuine in his approach. This is a good company and I truly believe that this instance is not the norm with them given their open, honest, and expedient approach to fixing it. Kindly considered this closed satisfactorily. 
  
  Re: ID # ********- MyProMovers
  
  Thanks

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