July 29th: Move Day Movers arrive at 9:30AM named Sharif and Frank We had a move from our apartment to a house. Two stops in between , the first being my mother’s house across the street from our final destination for one piece of furniture. The second stop was at my fiance’s house a mile down the road to get two items (a table w/ chairs and a hutch). Initially both men were relatively friendly. However during the move my fiance and I noticed them moving VERY slowly. Both men asked at two separate instances to use the restroom. (no big deal, that’s fine). Then later they both asked to wash their hands in the bathroom (again no big deal, but at this point it was becoming very obvious they were trying to take their time). We also noted that they did not put any kind of protection on our furniture such as padding or bands around drawers. They then head over to my mother’s house to pick up one piece of furniture. Once they pick that up, they go over to my fiance’s parent’s house to pick up a kitchen table/chairs and a china hutch. At this time it was about noon. The movers stated that they were going to take a lunch break but that we wouldn’t be charged for it. (Mind you they had only been working for 2.5 hours). They then proceed to drive to Wendy’s WITH MY FURNITURE IN THE TRUCK. When the movers arrive at the final destination of my home (45 minutes later), they began unloading things. It is then that my mother pointed out that there was shattered glass on the ground of the truck. My fiance’s mother then begins crying stating they broke the hutch (that has been in their family for 150 years and was still in mint condition). Sharif then shrugs his shoulders and says “yeah, I know. We’ll file a report”, and WALKS AWAY. NO apology. When we go to investigate the damage we see that they had stacked the two piece hutch on top of itself. So the bottom of the hutch had the top piece with glass in it stacked on it. Not only was the glass shattered, the intricate wood detailing was obliterated. It became obvious that the top of the hutch had fallen over during their travels (remember that Wendy’s trip?) When asked about it they stated that it had been loaded correctly but the straps on the truck broke. Still no apology. It was then that we saw them bringing furniture in and running into basically all the walls in the home . We had dents in our walls and mouldings as well as scrapes on many walls. When we asked the movers about this, they rudely stated that “they didn’t do that” and that “it was already there”. We watched them move in our dressers that they had not banded the drawers on, allowing the drawers to fly out and hit our walls as they moved. At this point it was almost 2:30PM and it was time to pay for this “service”. My fiance’s father asked to have the movers call their manager because we did not want to pay for services where not only things were majorly damaged but where we were also treated like dirt under their shoes. It was then that the manager began reprimanding him telling him we must pay in order to have our furniture fixed. They filled out the damage report with only the damaged glass, nothing about the shattered wood and wall damages. We then had to add those ourselves. We finally paid and scheduled a date for them to come out and evaluate the damages. A few days later Keith (general manager) and Schuylar arrive at my home to evaluate the damages. My mother and my fiance's father were there with me. They entered my home, hardly even saying hello. It became very clear that Keith was not happy to be there. Schuylar remained respectful the entire time. As they evaluated damages I attempted to begin telling Keith about our move experience, where he began blowing me off, not wanting to hear about anything but the hutch. At this time my mother begins asking about a refund because she did not feel I should have to pay full price for the service that I received. That’s when things became interesting. Keith begins raising his voice, stating that he “brought the check with him” and was “going to give it back” . My mother then told him he needed to watch his tone because he was being very rude and that the review for our experience was only getting worse and worse. At this point Keith STOMPED and LUNGED at us SCREAMING saying “You have got to be kidding me! Why would I fix your hutch if you’re just going to turn around and trash my company??” (Mind you, I paid for the insurance plan, so I am entitled to this). I wish I was kidding when I say he stomped around my home, making not only myself, but my mother feel unsafe. He then stated that the men never took the lunch break off of the bill like they were supposed to, so he refunded me $50 and made me make a new check out to them. (So no real refund of any kind was given even though he said he was giving me one). He continued yelling at me saying “At least give me a chance to fix this before you go and bash my company!” So that is what I did. I allowed them to take this antique hutch to be “fixed”. Wednesday August 21st-- We were scheduled to have our hutch returned to us. 15 Minutes before the hutch was due to arrive, I receive a call from Keith stating that he would not be able to return the hutch because he did not have a truck to deliver it in. Inconvenience, but I said ok and rescheduled for the following day. Thursday August 22nd- Hutch is delivered. I personally was at work, my fiance was there for the delivery. They told my fiance that the glaze on the glass would need to harden for a few days and not to open the doors until it was dry. I arrive home from work to a hutch that looked super glued back together. The pieces where it had been split apart were still clearly visible. The glass was repaired but the glaze was completely wet. Wednesday August 28th-- Glaze on the hutch is still completely pliable, not nearly dry, just as wet as it was a week ago. Contacted Keith regarding this. He states that it would take a couple weeks to dry. Schuylar had informed me that the glaze had been applied 4 days prior to it being delivered. So that means it had been almost 2 weeks at this point. I also asked why they moved it before it was dry, considering that could cause it to break, but he had no response to that. He said he would call me back after talking to the glass company they used. Thursday August 29th-- Received a return phone call from Keith stating that the “hutch is fixed. We moved it when the glaze was wet because we were told you wanted it back as soon as possible”. (I wanted it back fixed….so not sure why they would move it and risk the glass being damaged once again) He then stated that he wanted to take the door back to the glass company to look at it. I told him I did not want to give them it back because I had given them a chance to fix it, which they did not. I then asked if I could be given the monetary amount of my damage insurance so that I could have it completed myself. I then hear someone yelling in the background saying “I don’t know what she wants us to do about it”. Keith then says “hold on” and suddenly another man picks up the phone rudely stating “Hi . I’m Ken the owner.” . I re-explain what I had just told Keith to which I am then yelled at by Ken being told I am unreasonable and not willing to let them fix it. He states “We’re human. Let us fix it!” I told him I had given them that chance and it was not fixed and that I simply wanted the money to have it fixed myself. He then begins yelling even more saying “OH So that’s what this is about! You want money! You aren’t getting any money!” . At this point I tell him that I can’t believe he is speaking to a customer this way and not to yell at me because I am the customer. He then raises his voice even further. I cursed “three times” as he will point out. (Wouldn’t you if you had been being screamed at over the phone about something valuable that was being mistreated?). I tell him that his company will be reported to the BBB to which he yells “And we will respond how unreasonable of a customer you are!”