Anonymous on BBB
7 years ago
07/06/2015, 06:41 AM
Complaint: Movers & moving company unprofessional, estimator misleading is estimate and company unwilling to fairly reimburse customer for goods damaged by Galt.
1 year new treadmill ($750 plus delivery/install), 4 year old gas grill ($450 replacement) and $200 chair damaged in move.
Galt has continually ignored our requests for communication and have misled us in terms of cost of services and in resolving of issues arising from damaged goods in move. Desired Settlement: Appropriate Reimbursement for property damaged by Galt Moving Company.
Initial Business Response /* ****** ** *********** */
Mrs. ******** alleges:
1) Galt movers and moving company were somehow unprofessional: Since she does not include any specific "unprofessional" behavior, I can not respond to this allegation.
2) The estimate was misleading: Galt Moving conducted an InHome estimate, but at the estimate Mrs. ******** refused to participate and told the estimator to walk around on their own. As a result, it was difficult to determine the exact inventory as the client stated that a number of items (unspecified) would not be moved. In addition, when the movers arrived the client was not prepared to move (as noted on the bill of lading). This can significantly increase the time it takes to complete a move.
3) Galt Moving damaged Mrs. McVickers goods: Galt Moving has paid the customer about twice its contractual obligations for ALL damaged items. I don't know how we could be more "fair" than that. Galt offered Mrs. ******** comprehensive valuation which she declined in writing. The default valuation for the goods was $0.60/lb/article. This valuation has been expressed to Mrs. ******** in detail 8 times prior to the commencement of the move.
4) Mrs. ******** alleges we have failed to communicate - post move: In fact, it is quite the opposite. Galt Moving has sent Mrs. ******** 8 emails, talked to her on the phone many, many times and the owner made a personal visit to her home to repair items and resolve her claim.
Initial Consumer Rebuttal /* ****** *** *********** */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Unprofessional A)estimate off by 50%-suggests lacking in professional skills or ethics needed in estimating costs. B) 1 of the 3 movers clearly had no idea/training on carefully and expeditiously moving the contents of a dwelling. We have had many professional movers and none were this slow. C) items were not properly wrapped & loaded from truck. I should have taken photos of how the truck was loaded b/c it looked as if school aged kids had tossed everything in randomly D) Several times Galt has said "we'll call you later today" or "we'll be in touch right away" only to not hear from them for days or weeks.
2. Galt did an in home estimate and estimator said he was fine with moving through the house on his own and having home owner answer any questions he had. Estimator had full access to all rooms, closets, furniture, boxes & garage space. The home is 2020sf and the garage is 400sf. Home owner instructed estimator that everything would be moving to new residence. Owner personally spoke with estimator on site and was available for any and all questions estimator had regarding the moving estimate.
3. Galt sent a check for $370 and then sent a certified letter asking McVickers to not cash b/c check was for wrong amount. Galt suggested a figure of $317 for the breakage of the 1 year new treadmill, 2 years old gas grill and other items. McVickers did discover other damage to $475 ping ping table after the 30 day claim period was up, and McVickers are not pursuing damages there. The insurance coverage for these movers is quite low, so their lack of care in moving items is especially problematic. Their low level of insurance should be highlighted front and center in bold to customers, as it is completely different than any other moving company I have used.
4. Galt only initiated phone contact to confirm move date/times & to say their driver would be late the day of the move. All other contact has been at the initiation of customer. I think it is poor business conduct to leave a client waiting for several weeks after client has submitted damage claims. In addition, estimator for damages came out, drew black pen on my scraped chair legs as a "fix" and then said he would call back that afternoon about treadmill and grill repair options, but we we had no call back that day or the next or the next. It is not client valuing service. To pay 150% of company estimate and then be treated rather poorly is just bad business practice.
We operated on the client side in good faith, happy to pay estimated fee (even up or down 10-15% would have been understandable) and we bought the 3 movers lunch and dinner meals to ease the craziness of being clearly short handed. We also did not include small breakage items in our claim (cake stand, a few glasses, etc.) b/c we wanted to be reasonable and just come to Galt with the big items breakages for resolution.
The summary is that we paid 150% of the estimate for services, with company having full access for that estimate, but received sub par moving services and subpar customer follow up for damages.
*Galt Movers also sent a certified letter to us saying we would have to take down our negative review of the company on Yelp or risk further action from Galt. We gave honest feedback (whole point of the yelp site) about our negative experience and received a threatening letter. This company has several 1/5 and 2/5 ratings on yelp, other than ours, which I wish I had read before we booked them. I fear my experience is not an outlier, but that underestimating, overcharging and then providing sub par service is a regular theme with Galt Moving.
We can provide the certified letter we received from Galt about the Yelp review, if the BBB would like to review that, as well.
Here is our review on Yelp for Galt Moving:
No thank you.
I have moved 8 times in the last 10 years for my partner's work and have never left a negative review, but this move experience was not a pleasant one.
1. Estimator had full access to our home and garage and estimated our moving quote at s $800 and cost of move was 50% of estimate at $1200. Yikes. 50% over on an estimate likely means your estimator has no idea what they are doing.
2. Galt Movers broke our treadmill, our grill, a ping pong table & the leg of a chair (and other small items). We did not notice the ping pong damage until after the 30 day window for reporting damage claim. All of the other moving companies we have worked with have a 90 day claim window, as many boxes and items are not inspected and/or unpacked within 30 days of move-in.
3.. Movers did not bring a big enough truck, so my spouse did 4 trips back to the house to get the remainder of the items that Galt did not have room for on their truck. Again, Galt had full access to our home and garage and should have been able to plan for our moving requirements.
4. I witnessed mattresses unloaded from the truck were not wrapped, were dropped on driveway, etc. All other moving companies have wrapped the mattresses and been careful that they are not dragged across dirty trucks, driveways & floors.
5.. I witnessed our expensive gas grill dropped upon being moved from the truck. I heard one mover say, " you broke it" to one of the other movers. Our grill will not start properly, now.
6.. Movers broke our treadmill during the move-snapped the cord connecting top half from bottom half. I requested that the movers wait until my spouse was back so he could help them move it carefully, but they insisted on moving it immediately and broke the treadmill moving it down the stairs.
7. We provided a claim to Galt and Galt took over 2 weeks to get back with us. They only responded after email follow ups. They really did not seem interested in post move service.
8. Assessor came out to look at damage a few weeks after claim submitted. Employee said he would call back that same day with additional information on the broken treadmill. We did not hear from this employee again.
9. We were offered $317 to settle for the damage (broken treadmill, gas grill, leather chair), per their contract/service/insurance agreement. Read the fine print. With this "bargain" mover, you may get cheap service, inexperienced movers and a low level of insurance coverage on your valued possessions, like we did.
The hassle and headache of working with this company were not worth it for us.
Final Consumer Response /* ****** *** *********** */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms ******** has been moved by professional companies several times in the last 10 years and has never submitted a complaint to the BBB. Ms ******** is not complaining to BBB for her benefit, but for the consumer's benefit.
Response to Galt Moving:
1. What additional services did Ms. ******** request that were not in original estimate? Ms ******** was present at estimate and communicated to estimator that everything in the house moves except the appliances. Estimator was given full access to house, closets and storage areas & estimator had ZERO follow up questions for Ms. ********. Why would Ms ******** think she needed extra services if that was not communicated to her by estimator? What extra services would I expect to incur?
2. How did Ms ******** interfere with move and/or non participate? Please explain. Ms ******** and/or Mr ******** were present and available to movers throughout the process, as they are for every move they have done. Please elaborate as to this accusation of non participation and interference. All prior moves have been smooth, this experience with Galt Moving has been a sad exception.
3. Either the truck was not large enough or the movers did not pack efficiently, b/c Mr ******** had to make several trips to gather items that movers said "did not fit in the truck." This points to either estimator not knowing what was needed or movers not packing effectively. Movers were contracted to move contents of a 3BR, 2BA plus study home (2000sf) plus a 2 car garage.
4. The movers did seem to lose their grip many times, and subsequently damaged many items. We incurred more damage with this local move than we have with multiple cross country moves. While Ms ******** would never work with Galt again, Galt may want to consider offering mattress covers gratis if your movers drop client items regularly.
5. The replacement cost of a large gas BBQ grill is not $25.00.
6. The treadmill cost to repair by Altitude Fitness was over $200 incl parts and repairs.
7./8 Galt sent a check for the wrong amount of their proposed settlement to Ms ********. The terms for cashing this check including signing off on all complaints and claims against the company. Ms ******** has not cashed the check, as she felt it important to bring Galt's services and ethics issues to the BBB.
8b) Galt "repaired" the chair by coloring in large scratch marks with a dark pen.
Ms ******** has never once brought a claim to the BBB, until her dealings with Galt Moving. Galt Moving has several 1 star ratings (on 5 star scale) on Yelp, so Ms ******** does not imagine her experience with Galt behaving unprofessionally and unethically to be a one time occurrence.
If Galt sends a check to Ms ******** for $600 the McVickers will consider the matter of grill, treadmill, chair damage and Galt estimate errors to be resolved.
Final Business Response /* ****** *** *********** */
Please see attached.