Smart Move Moving & Storage Inc.

"Thank you Ms. [Member Name Removed]!"

"Thank you for your recent review regarding your move on 2/27/15. While no company likes negative reviews, we welcome all feedback as it affords us the opportunity to evaluate areas that may need to be addressed. We take great pride in the service we provide and are continuously striving toward excellence. It seems your biggest concern was damage to your belongings so I can certainly understand your frustration. Although we take all necessary steps to insure that all of your treasured belongings are safe, unfortunately, things occasionally get damaged while being moved. Fortunately, all moves are fully insured at no additional cost to you. All of our movers are in-house trained and work full time for Smart Move. Additionally, we furniture pad all finished pieces and shrink wrap all soft furnishings in order to keep items safe. Regrettably, several items were still damaged. We were made aware of some of damaged items the day of the move and a full claim was submitted in writing. We set up an appointment for 3/10/15 to assess and document the damaged pieces. The damaged items included: scratches to a baby grand piano and miscellaneous scratches to several pieces of wooden furniture. There was minor damage that occurred to some walls and items that you stated were missing. I contacted our furniture restoration company who then set an appointment with you to come and repair the items on 4/1/15. Admittedly, you were very happy with his repairs. He repaired the gouges/scratches to your piano but you stated that there was a functional issue with the piano as well. At that point, we sent the owner of the company to your home to assess the piano. The owner stated to you that he did not believe there to be a functionality issue but a tuning issue. Pianos often times need to be re-tuned after being moved. As stated in your signed contract, tuning is not covered by insurance. As a token of good faith, we called a piano restorer (referred by you) to come to your home. It was agreed that if it were a tuning issue, you would be responsible for that. Upon arrival and inspection of your piano, it was determined that it was indeed a tuning issue. With regard to the wall/paint damage…we contacted the builder of your home as it was a new home. We felt that the builder would be the most ideal choice because his painters/drywall crew would be local and have knowledge of textures and paint colors should the need arise. We contacted them several times with no return calls. We notified you of our attempts and you kindly offered to contact them yourself. Fortunately, you were successful and were able to schedule an appointment. The quoted cost was $60.00 which we approved and stated we would reimburse you for. Lastly, there were 4 items that you stated were missing: terra cotta planter, short step ladder, convertible hand truck and a vacuum. Of those 4 items, we only have record of the planter on our detailed warehouse receipt inventory. The other items were not on the inventory. We sent you an email outlining a final review of the claim and stated that we would be sending out a check for damages in full in the amount of $260.00. The replacement cost for the planter was $200.00 and $60.00 reimbursement for the wall damages. While I apologize profusely for any inconveniences you endured during this process, I am confident that we worked diligently to expedite this claim in a timely manner for you. We repaired the furniture to your satisfaction and repaired the walls. The tuning issue with the piano you were made aware was not covered and therefore your responsibility and we paid out for the missing item (planter) that was on your inventory. I would again like to apologize that you feel your experience with Smart Move Moving & Storage Inc. was not a pleasant one. We thank you for your feedback."