Wirk's Moving & Storage VERY UNPROFESSIONAL DREADFUL APPROACH TO CUSTOMER SERVICE marietta Georgia

Our storage unit was never accessed by us in the 4 months that we rented it.  The Wirk's crew that unpacked the storage unit can easily vouch for the fact that even had it been accessed there would've been no way for us to reach the couch or the lawn equipment in question.  The storage unit was simply too full.  We have a timestamped picture that we took once the unit was finally full that proves this fact.  We would be glad to provide it.  The Wirk's crew that moved us can also vouch that the equipment WAS placed directly on the sofa.  Several expressed dismay that their colleagues packed the equipment that way.  Any statement otherwise is not truthful.  Additionally there are statements in the Wirk's response that are not truthful.  Wirk's states that we were asked whether the piece of equipment had been drained and that we replied "yes".  However, during a phone conversation on July 9th, Ms. Wirks stated that her crew informed us there was oil in the equipment and we told them to "load it anyways".  This insinuates that the crew was in breach of their own contract which states that they "cannot" place an undrained piece of equipment on their truck.  And rather than informing of us their policy, the crew instead knowingly loaded a piece of undrained equipment on the truck.  Now the company is claiming that's not what took place?  Now they are claiming we lied to the crew about the equipment being drained?  Their responses continue to be inconsistent.  Furthermore, Wirk's still does not address the rudeness and unprofessionalism with which Ms. Wirks greeted us on the July 9th phone call, but I'm positive the company will deny that as well.  For good measure, I'd like to mention that the Facebook post that Wirk's refers to, does not even exist anymore, as the company took their own page down, undoubtedly due to the negative review we posted.  We do not accept the response from the business, not because of the couch itself, but because of the way in which Wirk's dealt with us as a customer and the way in which Ms. Wirks addressed a customer on the phone.  At this point, we intend to continue informing other customers (on sites such as Angie's List, Kudzu, Ripoff Report, etc) that the company has never once taken responsibility for anything and has not even bothered to issue an apology for the manner in which Ms. Wirks acted.  We will not stop until Wirk's issues us a check in the amount of $300 (the valuation we chose for the move into the unit, as Wirk's states) and issues an apology for the unacceptable manner in which Ms. Wirks approached the situation.

First and foremost, it is an extremely unfortunate case that a customer has a ruined piece of furniture. However, Wirks is responsible and liable for items in our direct custody. We cannot guarantee the safety and protection of items in a personal storage unit that has no affiliation with us and our company. With a storage unit here at Wirks, we can guarantee that all items loaded into and out of a unit was handled and organized only by our personnel all the way from the origin to the destination. Our crews wrap every piece of furniture in the necessary protective materials to ensure the maximum protection possible for customer’s belongings. Our crews would never willingly sit a contaminated piece of equipment (full of fuel or not) on and or near a white piece of furniture that could be soiled very easily. Also, Wirks, along with the majority of other moving companies store large sofas vertically in units so that there is more floor space for the rest of the shipment. It is impossible for us to have placed the equipment on the couch the way that the customer has claimed simply because it was not loaded into the unit horizontally. If it had been placed directly on top as the customer’s picture from Facebook and claim depicts, the damage would have seeped into more than just the side and the arm of the sofa.  Wirk’s has only had access to this unit twice, once being the load in 2/7/15 and second being the load out 6/12/2015. With this being a personal storage unit and the customer having full time access for a four month time span, we are unable to know what had been moved in the unit, whether it be to get to other items to remove an item or to put in more items that the customer wanted to add after their move in by us. The customer had the ability to freely move any and all items in the unit and very well could have placed the equipment on or next to the furniture under the assumption that it is devoid of any fluid, as were we.  Wirks is also able to move lawn equipment for our customers. However, with the customer agreement that they sign prior to their move, they acknowledge that they have read and understand what is expected of them to take care of before the crew arrives. On the date of the move the customers were directly asked if the equipment was drained and ready to be moved. They said yes so it was loaded and delivered to the personal storage unit. With all of that being said, the valuation that the customer had chosen for her move into storage covered her for $300 based on depreciated value at no charge. So the maximum $300 would not be enough coverage for a replacement couch even if it had been at the fault of Wirks Moving & Storage. We are never glad when a customer has a damaged item, but unfortunately we have denied this claim due to the fact that it is explicitly explained in the contract that we do not move any form of liquid, especially flammable liquids, and the customer signed it stating that they understood all of the information provided to them. Our confirmation letter is sent out to our customers so that they have full knowledge of our policies and liabilities for their own protection.  This is an unfortunate case, but we cannot and will not be responsible for the replacement of their sofa.