I used a moving company for the first, and last, time on 23 and 24 November. I thought I had done everything right... I got three estimates from different companies, disregarded the one that didn't show up to physically estimate my stuff (but were happy to do it on the phone) and couldn't spell my name correctly, and did NOT accept the lowest bidder! (we chose the middle one)
We had to change the pickup date once because finances were very tight (we just bought our first house) and even that was difficult. On the wrong day, the movers called us at 745am to say they were on their way... Since it was the wrong day, we were at our home - 100 miles away - yet they balked when we could not be there at 8am!
On the new day, 23 November, three young men appeared at my door already in a hurry for some reason still unknown to me. They placed inventory tags on some things, but not all and in no particular order except that the first tag went on the first item inside the door.
The company representative had been told in advance (at the estimate) that we would carry smaller things in our own van and they would be responsible for the furniture, appliances and anything large or heavy. They were also informed that ALL of the appliances (wash/dry, stove and fridge) were approximately one year old and I expected them to be handled with great care.
On the way out the door with my side-by-side fridge, they dropped the icemaker unit onto the cement walkway (the doors had been removed). It was picked up, unceremoniously stuffed in the wrong side of the unit and I was told, "it's fine, don't worry about it".in fact, it was broken. And it was not the only damage to the fridge.
Only when everything was unloaded (a nightmare in itself... Keep reading) and I sat down to re-assemble the fridge did I realize how badly it was damaged. Both doors are dented in several places, the cabinet is dented and has a large, deep scratch on one side. The very best part: the lower hinge for the refrigerator door is MISSING. That's right, LOST... And no one even remembers seeing it!
So, here I am, a disabled mother with two teenagers, without a workable refrigerator since 24 November 04!! In order to access the unit, the door has to be *lifted and removed*!! Something I am unable to do myself, so we have a small electric cooler for milk and the like.
Suddenly, our "friendly" rep isn't the one we need to contact, it's someone else, who (after several phone calls) says, "we're only required to get the PAPERWORK to you in 30 days... Not to fix anything." Well, 24 December came and went with no papers. They arrived just last week, and I am unpacking EVERYTHING to check it before i return anything.
Between the first call to report the damage and the paperwork came a nice repairman from a local place who says the doors have to be replaced and it may take weeks to get the icemaker parts, and the whole process will cost a mint in labor alone.
Since I paid and additional premium to the moving company for Full Replacement Value Insurance, I fully expected to receive a check to replace my fridge.instead I got a phone call from the "rep" at the moving company who said, "that damage is covered by your extended warranty and you have to turn it in to them." WHAT THE HELL??!!
They expect ME to pay for damage THEY did by using my extended warranty, for which I paid a rediculous fee in the first place! Obviously, I refused to do this, and I believe that is the reason for the delay of the insurance paperwork to me.
I am waiting now to hear "you didn't file in a timely manner" or something similar to try to make it MY fault again.
The unloading was its own ordeal, but I think you get the idea.
Gretchen
Freedom, Pennsylvania
U.S.A.
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