In early April I contacted AAA Big Student Movers ("AAA") and spoke with Don Holleman. I had never hired a moving company before, so I spent quite a while talking to him on the phone, asking questions about his company. I told him that I had just purchased expensive furniture and that my primary concern was getting the furniture moved without being damaged. Mr. Holleman promised me that they specialized in antique and other expensive furniture. He told me that his company had a perfect BBB record. He told me that all of his movers have at least 3-5 years of experience. Based on our conversation and his assurances, I scheduled my move with AAA.
On April 18,1008 his movers arrived. I watched as they crammed my furniture through my doorway and knocked expensive furniture against the outside brick walls. Specifically, the damage included: (1) about 15 scratches and gouges on a large, brand-new armoire from Bassett Furniture; (2) a major gouge in the headboard of my brand-new bed from Bassett Furniture, as well as numerous scratches on the legs of the bed; and (3) several large scratches on my brand-new dresser from Bassett Furniture.
To see pictures of the damage to my furniture, go to: http://local. Yahoo.com/details? Id=18835703.
When I arrived at my new place, the movers asked me sign the paperwork saying that they had delivered my furniture. I was intimidated; I knew that the furniture hadn't been unloaded; and I had seen what the movers did to my furniture when they weren't mad at me. I certainly wasn't going to choose that moment to complain. So, I signed for the delivery. Mr. Holleman later tried to use this against me.
Immediately after the movers left I called Bassett Furniture to find out how much it would cost to fix my furniture. The woman on the phone quoted me $50.00. I was relieved at the price and decided it was not enough money to fight about— that I would just pay for it. However, when the furniture repair person arrived, he said that the lady on the phone hadn't understood the extent of the damage and that the repair costs would be more like $200-$300. It was at this time that I decided I had to contact AAA to complain.
I contacted Don Holleman on May 3 regarding damage that his movers caused to my furniture. During this phone call, and in a follow-up phone call that I made to him May 5, he steadfastly promised that he would resolve this issue.in fact, he seemed incensed at the manner in which his movers handled my furniture and stated that this is a matter that I should not let go.
Specifically, in the May 3rd phone call, we discussed reimbursement for the expenses that I incurred as a result of the damage to my furniture. He asked for photographs of the damage and I sent the photos to him immediately at the email address he gave me ([email protected]). The photos showed the extensive damage that his movers had caused to my bed, my dresser, and my armoire. I explained that Bassett Furniture estimated that the repairs to my furniture would cost, at least, $200 - $300, if not more. I also explained that this estimate was based on Bassett Furniture's repair fee of $50/hour a fee that is very reasonable.
I believed him when he assured me that he would resolve this matter. Yet, despite my phone calls to him on May 3, May 5, and May 14; despite the emails that I sent to him on May 3, May 6, May 9, and May 13; and despite the demand letter that I sent to him on May 13, he has yet to respond to my request for a resolution.
The only response that I received was a phone call in which he said that he would send a cheaper repair person out to look at my furniture. I told him that I did not want another repair person to touch my furniture— that I would rather take a lesser monetary amount and be able to choose who repaired my furniture. He refused to do this. He also said that he had to send the movers to my house to look at the damage. I told him that I was not comfortable with this. I told him that it was okay to have the movers come back if he had a third person there as well. He didn't like this, but he never flatly rejected it.
I have incurred $216.50 in repair charges from Bassett Furniture. On April 26, I paid Bassett Furniture $54.13 to repair the headboard and the footboard of my bed. On May 10, I paid Bassett Furniture $162.13 for repairs that were made to my dresser and armoire on May 17.
I have other concerns about Mr. Holleman's consumer and business practices. First, I find it appalling this Mr. Holleman represented to me that his business was a member of the Better Business Bureau and that his company has a perfect rating.in fact his business is not a BBB member and he has had 2 complaints filed against him— one that he never responded to. Second, when I interviewed Mr. Holleman before deciding whether to hire his company, Mr. Holleman told me that he only hires movers with 3-5 years of experience. However, after my furniture was damaged, he blamed damage on a mover that only had 2 years of experience fact Mr. Holleman, himself, disclosed.
(See advertisement on http://www.123movers.com/compdir/company.Asp? C=aaa_big_student_tx&s=local_movers&z=76101 in which AAA Big Student Movers Inc. States Even though we only require three years experience, we have several movers with over 10 years experience who work for us as well.)
Third, I just read on the TxDot website that movers are required to give consumers a pamphlet about their rights. I was never given this pamphlet. Fourth, I am troubled at the way that the movers handled me signing for the furniture. I felt pressured to sign because my furniture had not yet been unloaded. It was also the first time that I had been given something to sign that could have been considered a contract. It was simply a hard position to be in.
Aside from these consumer and business practices, his movers conduct in moving my furniture was nothing short of negligent. The pictures prove, without question, that Mr. Holleman's workers grossly mishandled my property.
I have explained to Mr. Holleman that I am willing to drop this complaint and remove all complaints and pictures that I have posted on various websites if Mr. Holleman sends me a check for the damages that I have incurred - $216.50.
Mr. Holleman's promises to me about the quality of service that I would receive from his company were shallow; and now he has proven that his promises to make this matter right were disingenuous.
Hopefully he will at least attempt to resolve this matter for the sake of his reputation.
Rebeccakris
Fort Worth, Texas
U.S.A.
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