A Plus Movers

"We at A Plus Movers must dispute the claim of the member for the following reasons: Our policy on labor-only jobs is to accept no liability because we cannot be responsible for errors others may make in transport or at the other end of the move, be it loading or unloading. However, we did offer the member our “Standard No Cost” insurance in which our liability is limited to $.60 per pound per article. The member initialed this section of the contract and declined any additional insurance coverage offered under the “Extra Cost to Customer” section, the next paragraph of the contract, at the time of the move. A copy of the contract is attached. We have discussed with the member our willingness to go above and beyond even this amount. This was a labor-only job and we were only responsible for part of the loading of the truck at that. When our movers arrived, part of the truck had already been loaded, and when our movers left, more loading was still taking place. She did not want to pay for more than fours hours of work so she sent our movers home before the job was done. We have no way of knowing how things were loaded before and after our movers worked on the job, what may have happened to the truck in route nor how it was driven. The veracity of the member’s claims must be questioned for the following reasons: The member’s complaint with Angie’s List states that NO straps or blankets were used. This allegation in ridiculous. Why would we require her to purchase $175 in packing supplies if we used NONE of them? And if she discovered this after our men left the job, why didn’t she call to complain at that time. If it were true, we would have offered to correct the problem free of charge. The member claims that most of her furniture was new. Our employees, about whom we have had no similar complaints ever, reported to us that much of her furniture was damaged prior to being loaded. She asserts that “the pieces were located in two places indicating that they had broken the top before they had even finished packing and didn’t bother to tell me.” Our employees have reported such problems in similar circumstances and would have spoken with the customer and called the office immediately if they had caused any damage at the time of the move. The member claims that our employees lied about not loading a marble top dresser, asserting that she would not have wanted to carry it down two flights of stairs herself. Our employees reported that they did carry two marble topped dressers down the stairs but were told to leave them in the garage to be loaded later. She also claims that we “have no intention of dealing with this,” that we “are simply not covering any damage of any kind AND choosing to not even talk to me about it,” when the attached email communications prove that neither of these allegations are true. Further, at the time of the move the member filled out a CustomerLobby review, a copy of which is attached, giving us ALL excellent marks for “service,” “availability,” and “will recommend,” and noting “Professional, Efficient, Friendly. I would highly recommend! Great job!” We also find it questionable that the member was not a member of Angie’s List at the time of her move and it appears that her membership was initiated simply to damage our company’s reputation. Further, while acknowledging in her report that we “showed up on time” she even gave us an F for punctuality! We are willing to honor our contractual obligation to the member, and have offered to do even more than that, but we will not refund everything she paid for our work AND replace ALL of her furniture based on her untrue, outrageous and defamatory statements and claims."