Modern Piano Moving

"I asked Angie, in our customer service department, to research this move which happened over a year ago, her notes below. It appears this issue was not caused by us, other than attempting to repair it. There was nothing noted on the delivery ticket and a claim was never initiated. We would have been happy to help had we been asked. I researched the details of this move and it appears that the pick-up crew had several cracks noted on all of the legs on the inventory, and while disassembling the piano one of the pieces that was cracked broke off. Lou offered to glue it for the customer, and between pick-up and delivery the glued piece shifted. I found a phone conversation between Jennifer and the [Member name removed] in which [Member name removed] was wanting the brand of glue used so he could tell the technician who was coming that day to make the repairs. Jennifer told them that the claims department was working on trying to get hold of the technician that made the repairs on his claim. I was never made aware of the issue and this was never a claim, Jennifer said she would get back with them before she left for the day but there wasn’t any phone records after that one. In the phone call the customer didn’t seem concerned about the issue, he just said the technician needed to know the type of glue was used so they knew what to use to soften it to take the piece back apart. Nothing was noted on the delivery report to open a claim or note any issues."

"Thank you, [removed member's name]. We are very pleased that you chose to use us again. Enjoy your piano and don't forget us next time ;)"

"This review is simply inaccurate. This move occurred 8/17/2013. While we strive for zero issues (less than 2% of moves result in a claim) accidents happen. During this delivery, the piano tipped against some indoor blinds cracking the small portion of the lid and displacing 3 louvers on the blinds. This was an easy fix, estimated at $300. We immediately took responsibility for it and arranged for repair. Unfortunately this customer refused to allow it and insisted we pay $3200 to repair the small lid (a new one is $700) and another $3240 to repair the blind. Seriously? With regards to other Angie’s list reviews, there are 77. One didn’t like our quote system, one thought we didn’t answer her call fast enough and one didn’t like that we couldn’t do their local move, all were responded to. Of the 74 actual customer reviews, 71 are very happy (96%) and 3 were unhappy (4%). Two had the repairs completed but didn’t like the results, and this one. We never refused to repair any of these. Of the 15,000 plus moves we have done since 2011, that’s not bad. I (Russell Vitt, the owner) responded to this claim on September 27, 2013, addressing the issues and offering a repair solution. There have been no other requests. Angie and Derek from my office have multiple emails attempting resolution. My email and cell phone have been the same for 30 years and are clearly displayed on our website (pianomover.com) if anyone would like more information or a copy of the correspondence."

"This move happened three years ago, but [member name removed] was right. Her mint condition Steinway was not handled the way it should have been. Her kindness and patience was abused and the repairs were neither timely nor perfect. It has always been my intent to be the best piano moving company. So over the past three years we have turned words into action. In 2012 we built a state of the art piano storage building on our headquarters property in Sullivan, Missouri with a true climate controlled (temperature and humidity) environment. This eliminated humidity issues causing pad marks, mice had no way in and pianos stay on/in the same equipment they are picked up with eliminating any scratches, marks or breakage. In 2013 we eliminated owner/operators. Salaried, appreciated employees who have health insurance, vacation time and performance driven bonuses (over 1/3rd of their pay) make quality happen. Ongoing safety and customer service meetings resolve issues before they happen. This has virtually eliminated carelessness and lack of customer concern. We have also raised the quality of our vendors (repair people) by searching out the best in each field. Those names are available on our website under affiliates. In 2014 we began happy camper pictures. At both loading and unloading we ask customers for their smiling face next to their piano. If a crew can’t get a smiling face we want to know why. View the hundreds of smiling faces at pianomover.com. We also hired a customer service coordinator to assure any issue is dealt with promptly and correctly. To date we have collected hundreds of happy customer photos, reviews and compliments on various consumer websites such as Angie’s List. While our customer satisfaction level is well above 98%, when bad things happen we will make it right. The reviews over the past few years indicate we have succeeded. We will continue to improve year after year to meet or exceed our customer’s needs. If at any time you want to offer a concern or compliment my cell number is 314-568-6887. Russell Vitt, President and General Manager"