Never Use Movers of the Valley
walter
Submitted this review about
Movers of the Valley
Review made Live: 7/29/2011 12:10:00 PM
Hello Future Movers –
I hope you will please read my review and find it helpful. I scheduled a move from Movers of the Valley for July 16th to move from Gilbert to Mesa. It was a pretty uncomplicated move and only took a bit of time. Upon unpacking I realized that my 40’ LCD television had been damaged. It looks just as if it wasn’t secured in the truck and it fell and the corner of a piece of furniture impacted the screen which resulted in the visual component being completely shattered. Long story short – my 1000$ tv is no longer functioning.
I figured I would call the movers and ask about their policy for damages. The owner, Tony, told me that the specific mover is the one that did the damage and so it wasn’t his problem. Obviously this is unacceptable. He told me that he would have the mover call me and that the mover had to determine if the mover made the damage and then if so, he had to pay for it out of his pocket. I very much doubt a mover making 10$ an hour is going to admit to breaking a $1000 television. I was told to call the particular mover who told me that the owner, Tony, had to decide what to do. I called Tony, who told me that he has nothing to do with it because they don’t have any insurance and it is up to the mover to determine if they did the damage.
Yes, I know, I assumed wrongly that they had insurance. This is not a mistake I’ll ever make again. However, it’s not clearly stated on their website and no one told me that if there was an issue, I would have no recourse. I wanted to write this review to let everyone know that you should NEVER consider using Movers of the Valley.
One and a half weeks after I talked to the mover I had heard nothing… I continued to call and text for a week. I finally wrote the following email to the company:
Hi Tony,
I just wanted to give you a heads up before I left a review. I have tried, now, three times to contact Larry and he has not contacted me back as he said (and you said) he would. You guys were perfectly great until something was broken and now the customer service is completely unprofessional. This should have been dealt with within 24 hours when I called you - I am shocked (as will everyone that reads my review) that you said you don't have rental insurance and that the mover has to admit he broke something and then he has to pay for it. I'm sure people will be happy to know that if something is broken, it is entirely up to the mover to determine liability and that you have no insurance to settle such incidents - which are accidents, yes, but that is what insurance is for: to cover accidents.
I'm also surprised that you are pushing this off on Larry instead of working with him to bring this situation to a close. You are the owner of the company, yes? That means it is your responsibility to oversee procedures when things like this happen. It's pretty unprofessional for you to be pushing this off on an employee when YOUR company is ultimately responsible and YOU should have insurance for this sort of thing. I'm going to give you until Saturday to resolve this situation. If the situation is resolved, I have no problem leaving a good review. However, if it's not? I'm sure that there are a lot of potential customers out there that would like to know that if something breaks, they have no recourse as you have no insurance and that they shouldn't expect you to take responsibility for your movers. As you stated to me on the phone - you didn't move it and this is Larry's problem. You are his boss - you are responsible for making sure this is taken care of.
Emily
I received a call about 1 hour later from someone wanting to set up a time to come look at the tv. I said I could be available anytime during the week after 6pm and any time on the weekend. I was told I’d get a call at 6pm to set something up that evening. At 6:15 I had to call back and the person said he had some “stuff to do” and would call me shortly. I called back again at 7:30pm and had to leave a message to which I never received a reply.
While I may have to eat the cost of a new television, I hope that the Movers of the Valley lose much more potential income because of their complete incompetence and lack of customer respect and service.
