ComplaintsforSummit Moving and Storage, LLC.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During our Move Aug 3, 2024 we had several items that were broke. I had bought insurance to protect myself from breakage. Our claim kept getting put with no responses until it was "past the time period" and now they are denying our claim. I have asked for 3 pieces of glass to be replaced for our tables and my husband's desk at a cost of $162.67 and a tv $1703.96 for a total of $1866.63.

  

  Business response

  04/08/2024

  
  Dear BBB of Akron;
  
  With respect to your email dated April 4, complaint #******** please find herein our response.
  
  Shippers are provided 60 days from the date of move to complete a claim.  The Shipper’s claim was submitted six months after the date of move, outside the lawful parameters for a claim submission.  In as much as the Shipper did not declare a $1,700.00 TV in writing as required and the TV was packed by owner, her claim settlement is under review.  We will have a response to the Shipper no later than Friday, April 12, 2024.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Summit moving and storage was hired to move a 181 gallon custom built glass aquarium. I was very clear that the movers had to use extreme caution while handling the tank as it is very fragile and silicone seams can tear if the tank is twisted or not carried level during the moving process. I expressed this again to the movers when they arrived at my house. When the tank was moved, 10 min away, there was not any apparent damage to the tank that I could notice. But i was not able to fully inspect the tank due it's large size and weight. When the 3rd party aquarium company arrived to fill the tank up with water and place my fish and coral back into the tank, it was discovered that the tank would no longer hold water. The tank then had to be drained again and the aquarium service company had to transport my fish and coral again back to their facility. This repetitive moving caused to much stress on my fish and corals and most of them died in the process. Not only have i lost the cost of the aquarium at $1900, the moving company charges at $1150, the insurance which was worthless at $350, but the cost of my fish and corals at $2500. Now the company has refused my insurance claims outright. Denied my claim for any compensation at all and wont even refund my money for the moving cost and insurance i paid for which was a scam. The insurance company did a quick google search for common seam problems and cited Google for reason to deny my claim. Even thought the status of the tank was perfect before the move, and verified by a 3rd party aquarium service specialist, which letter I provided attached to this complaint.

  

  Business response

  02/15/2024

  Hi ****** -
  
  We are in receipt of complaint #********.
  
  Our company moved a fish tank for *** **** on December 6, 2023.
  
  The fish tank was transported and delivered to the new location with no damage noted at delivery.
  
  *** **** later filed a claim and the adjuster determined that the nature of the claim was a standard issue with tanks and not caused by the moving crew.  The fish tank itself was not cracked or damaged during the move.
  
  We are willing to offer *** **** a $500.00 refund as a good faith gesture.
  
  Please advise if *** **** accepts this offer and I will get the documentation sent to him so a refund can be issued.
  
  Thank you for your help.  Please let me know if you need any additional information.
  
  *********

  (My correct email address is ************************************ - I could not change it in the from line above.)

  Customer response

  02/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We moved with summit from Ohio to Pennsylvania on May 9, 2022. January 24, 2022 We had agreed with Summit Moving & Storage to a date and time. May 5th. ****** ****** called to ask for the date to moved. we were moving out of our current place, and we will need to keep the date. ****** was able to make the arrangements and assured me the truck would arrive on the morning of May 9. May 9, 2022 No truck had arrived the morning of May 9th. Because of staffing issues, the truck was not loaded until the morning of May 9. The trucks arrived at 4:00pm on May 9th. Upon opening the trucks, everything had shifted in the truck. We had a total damage worth $1895.00. The Summit crew and I were taking pictures of the damage. The move was completed on May 9th around 10:00pm. May 16, 2022 I called ****** ****** Summit Moving & storage and was asked to call Summit Moving Claims Service person, ***** ******** at her office at ***** ******** or her Cellphone at ***** ********. I contacted ***** ********. I received an email from ******* *** ***********, with the information to complete the claim form. August 2022 After checking all the boxes and taking all the required pictures, we submitted the claim and mailed all the information to Moving Claims at the provided address. After multiple emails and phone calls ***** ******** we were unable to contact *****. I then tried to contact ******* *** ***********. We were unable to contact anyone from Moving Claims for 4 months, I contacted ****** ******. He informed they were shut down for Christmas and would reopen the beginning of January. January 5, 2023 I talked to ******* *** ***********, she would investigate this and get back to us. January 30, 2023 I received an email from ******* *** ***********, ***** would be contacting us but would be out of the office until February 6. Feb 1, 2023 We were notified because this took so long, we were denied our claim request of $1895.00. We were offered $200.00 and asked to sign a waiver.

  

  Business response

  03/14/2023

  Hi ****** -

   

  Sorry for the delay.  I have sent a request for information regarding their claim to MCS and will submit a response once I receive their information.  I will make sure the reply is submitted by the end of the week. 

   

  *********

  Customer response

  03/14/2023

   I am rejecting this response because:

  As I am not sure what their response will be, I am rejecting their response. I accept theu will get back to me by the end of the week. I have submitted to the BBB because of the unresponsiveness of the business. The complaint only shows 2 items when in fact there were a total of 9 things damaged. The total is an estimation of $1895.00 This includes a Granite outdoor patio table, 2 garbage cans (one stainless and 1 anodized metal), I floor lamp, a Granite topped wine rack, A wooden trunk, a sewing table, and a bike bell from the Netherlands. The estimation of $ 1895.00 is below what it will cost to replace these items. We are only asking for a fair compensation. I have all the pictures and the items in question.

  I look forward to hearing from Summit Moving & Storage by the end of the week before I except their response.

  
  
  

  
  

  

  Business response

  03/16/2023

  ****** - 

   

  I have attached the response from Moving Claim Services regarding the *******'s complaint.

   

  *********

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used summit moving and storage for my move in MAY of 2022. During the move, the movers broke an antique corner cabinet that belonged to my grandmother. This happened because one of the movers thought he could carry it up 3 flights of stairs by himself on his hip... Of course the cabinet shattered. At the time this happened the movers were very apologetic and assured me my cabinet would be fixed in a matter of weeks in my own home. Well it's now December and I still have a broken cabinet in my living room. I have reached out multiple times, but they tell me everytime that it is now in the hands of the claim company, well the claim company doesn't answer calls or respond to emails. I've told summit moving and storage this, but they just keep telling me it's out of their hands. The claim company guaranteed me a resolution within 120 days of my claim filed in June, then stopped replying. It's been way over the 120 days.

  

  Business response

  12/05/2022

  We checked with the Claims Department this morning and they indicated that the claim settlement documents were emailed to Ms. ****** on September 30, 2022.  ***** will reach out to her today and resend the documents for signature so that the claim can be settled.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 12th 2022, Summit moving and storage moved us into our new home. Upon surveying my home and possessions while the workers were in my home it was noted that considerable damage was done to my home and possessions (some non replaceable family antiques). I spoke both to the workers and the office regarding my concerns and was told that I needed to pay in full prior to filing any claim for reimbursement/repair of damaged items. I paid in full that day March 12th ($1800). I submitted all necessary information in a timely manner and was told that the insurance company had 120 days to respond. It has now been nearly 140 days and have received no response to my multiple phone calls and emails.

  

  Business response

  07/29/2022

  Dear BBB *****;
  
  Thank you for contacting Summit Moving & Storage.
  
  *** ***** had not paid the balance of moving services.  Unfortunately, we could not address the claim until all services were paid in full.
  
  Upon a review of the file we have noted the moving services have been paid.  We have provided notice to the Claims Director.
  The claims department will reach out to *** ***** today.
  

  Customer response

  08/02/2022

  [[BBB TRANSCRIPTION VIA FWD EMAIL FROM THE CONSUMER 8/1/2022]]

   

   I am rejecting this response because: 

  RE: claim # ********.. I have heard back from Summit Moving (their insurer), but am unsatisfied with what they are telling me. The are stating untruths, stating that they were under the impression that I had not paid for services rendered. I paid in full on the day of service and have previous emails with this person that states as much. I also have an email from months ago stating that they had started the claims process, which is obviously untrue based upon their most recent communication.
  
  

  
  

• Initial Complaint

  07/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Summit Movers on 6/28/21 moved my large items to my home. Nearly everything they moved was damaged scratched from 16th century dry sink to new leather chairs. No care was taken that day to ensure that any of my items were to arrive in the same condition that they left. No piece was covered. Pieces were moved with furniture dollies no blankets. No items were secured in the truck. When asked how damage was done they lied. Asked to speak to owner three time and no response. Sent out manager who was extremely patronizing with his scratch cover pens to fix my damage. He also lied stating he would help send photos to insurance company for me. They were never sent I checked 1 week later. The 2 of 3 men that moved us were asking what things were worth and noticed my fully stocked bar & wanted some bourbon. These individuals were reckless, unprofessional and lazy. The lead mover had no tools or moving supplies and sat on my garage floor he'd worked enough. Additional photos available

  

  Business response

  08/19/2021

  We are sorry to hear that you are not happy with the services we provided.  All our trucks are equipped with furniture pads and all the equipment needed to move your items safely from origin to destination.  Our employees are instructed to pad all furniture that is being moved.  We will review this matter with the crew in question and necessary steps will be taken if they did in fact not act properly.
  
  All claims are submitted to and processed through Moving Claims Services (MCS).  ***** from MCS has been in contact with you and is waiting for you to submit pictures so she can process your claim.  We will submit the pictures that **** took when he visited your home.  He did not lie about submitting them for you it was simply an oversight.  Please note that you will still need to submit your own pictures to ***** for the claim to be processed.
  
  Please feel free to reach out to us once you have submitted the pictures and your claim has been processed.

  Customer response

  08/25/2021

   I am rejecting this response because:
  
  I don't accept that it was an oversight for ****. I texted **** his cell phone on July 13th almost 2 weeks after we moved to remind him to send the pictures because they hadn’t receive Moving Claims Services. See attached text to ****. 128 photos were sent to the insurance company on July 26th along with paperwork on July 27, 2021 with confirmation photos were received. Message was sent on Aug 16th with no response.
  
  
  I also messaged, through their website,  Summit Moving 3 times times to speak to an owner, which proved they didn’t care about the customer. 
  
  
  The truck did not contain any tools which **** indicated there should have been. Pads never left the truck to protect any of the furniture & appliances to be moved. Bare wood to metal on the two wheel dollies were used (pneumatic tires, this will come up later).
  
  
  The crew in question was supposed to have been reprimanded or fired according to **** when he was standing in our home.
  
  
  The truck was not loaded properly, tall items were loaded perpendicular to the walls of the truck and with the driver not being proficient in driving a stick shift (jerking forward and back) items fell into one another and damaged multiple pieces of antiques. The horsing around while unloading was unacceptable, forcing leather chairs through a smaller doorway even though an alternate route (wider opening) was available. This was observed on the second identical chair being forced through. 
  
  
  I also observed the two wheel dolly with an 18th century walnut hutch bouncing down the steps.
  
  
  I’m disappointed with the response from the company, it sounds like the company line that has been used before and copied and pasted into the complaint.
  

• Initial Complaint

  07/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: 6/12/21 I hired Summit Moving & Storage for my move from Akron, OH to Cleveland, OH. As part of the moving process, I provided them with an estimate of how much I would need to move as well as instructions on how to access my new apartment building including truck clearance. On the day of the move, they showed up with the smallest U-Haul truck that is offered and was unable to fit all of my belongings on the truck. A second trip had to be made the following day. The movers were all also very inexperienced and brought no tools or furniture pads. My TV stand was also damaged beyond repair, as shown in attached picture. Summit Moving discounted my move and provided me a claim form to fill out to get the cash value of my TV stand ($600). It has been over a month and I still have not received my claim and have had no communication around when I should expect it. I would like to receive the $600 I am owed for the TV stand that was broken.

  Customer response

  07/19/2021

  Hello,

   

  I have attached a photo of the broken leg on my TV stand along with the invoice from Wayfair for what I paid for the stand back in 2016. I filed the claim over a month ago and have not received any feedback around when I can expect to receive payment.

   

  Thanks,

  
  *****

  

  Business response

  08/19/2021

  We are sorry to hear that you are not happy with the services we provided.  We brought out a truck for your move that matched the height requirements of the apartment building.  Unfortunately, everything you were moving did not fit in the truck.  We know it caused an inconvenience for you, but we did send out another crew the following day to move the additional items, at no cost to you.
  
  As far as the broken TV stand all claims are submitted to and processed through Moving Claims Services (MCS).  I will check with Terry on the status of your claim and request that she settle the claim as soon as possible.
  
  Again, we apologize for the inconvenience that you experienced during your move.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩