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Report: #1251188

Complaint Review: Coffey Bros. Moving - Chicago Illinois

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  • Reported By: Steven — Chicago Illinois USA
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  • Coffey Bros. Moving 3236 North Pulaski Road Chicago, Illinois USA

Coffey Bros. Moving Coffey Bros.Coffey Movers damaged property Chicago Illinois

*Author of original report: Coffey Bros. Lies and Harrassment

*REBUTTAL Owner of company: Response to Steven Complaint

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I am writing today to express my disappointment regarding my moving experience on Friday, July 31st 2015.  I was initially quoted for a move that was expected to take 3-5 hours.  I inquired a few days before about adding some items to the list.  I was told that even with the additional items the movers should be able to handle the move within that time frame but if the moving team ran out of time we might have to make some decisions as to what would have to be left behind.  I gave a very detailed and accurate inventory of the items that required moving.  All sizing and specifications were correct.


The moving team arrived over an hour late and they did not seem concerned about time.

I was initially concerned because it appeared right away that one of the crew looked obviously unfit to perform this kind of job both mentally and physically but I decided to give them the benefit of the doubt.  It became very obvious very quickly that this young man could never perform this job effectively.  He was completely unable to comprehend the most basic tasks and was very rough with our belongings.

Additionally the entire crew seemed to have a very relaxed pacing and were taking several cigarette breaks.  At one point I observed that it took the three of them 45 minutes to move one small two piece sectional.

The foreman began receiving calls regarding the next move that was on the agenda and became increasingly agitated and reckless.

Later in the morning the foreman gave me his phone and I was told by Mike Tae that the crew was going to have to leave my move incomplete in order to move on to the next job.  He said that this was a possibility already established in our email correspondence.

I informed him that none of the additional items had been touched and in fact I had removed some items from the original quote already (MOVE ONE STOVE FROM THE ORIGINAL HOME TO THE SECOND HOME AND THEN TAKE A STOVE FROM THE SECOND HOME BACK TO THE FIRST which should have saved a huge chunk of time!) and that I felt that the crew was not moving with a sense of urgency I also informed him that it was in no way acceptable that my move would be left incomplete.  

To be clear:  They had not even come close to moving all of the items on the original list at this point.

After a bit of rather heated debate he talked to the foreman and my move continued forward. 

Between the pressure placed on them by the office and the frustration of working with the new man who was clearly incapable of doing this job the crew became more and more reckless.  I observed the foreman take a beautiful solid wood framed mirror that belonged on our dining room buffet unwrapped and unprotected and recklessly put it on concrete leaning on the truck (which in fact resulted in very noticeable scratches) .  They did not bother to wrap a hand carved wood bench which resulted in an entire piece breaking off.  They tried to sell us a nonsense story about how it was damaged and repaired already and that is why it broke which is completely negated by the fact that they DID NOT WRAP OR PROTECT IT IN ANY WAY! 

I witnessed all of my worldly possessions being thrown around like garbage. 

There is damage to the hardwood floors at the departure location, damage to the walls at both locations, damage to the aforementioned wooden bench and mirror, damage to a solid wood dresser and to our wood bed frame in fact there is at least some minor damage to most of the wood furniture items.

The move ended up taking over 8 hours and costing almost twice as much as the original estimate but my main problem is the damage to my property.

I have used Coffey Bros Movers several times and each time I had been satisfied with the service that was rendered.  I feel I know exactly what to expect from the moving experience.  I am extremely disappointed and angry that we were treated in such an unprofessional and unethical manor.  It seems to me that this move was mishandled from the beginning to the end.  The move was underestimated even though my inventory list was accurate.  The move was under communicated.  The movers were reckless and unprofessional.  I was promised a three man crew and that is not what was delivered.  I can and will provide photos.

I have called and asked to speak to management several times and have emailed them with the complaints above almost verbatim but have had no response thus far.  Not only did this company betray our trust and render completely unacceptable service they have added insult to injury by not acknowledging or addressing our concerns in any way.

 

This report was posted on Ripoff Report on 08/27/2015 05:43 AM and is a permanent record located here: https://www.ripoffreport.com/reports/coffey-bros-moving/chicago-illinois-60641/coffey-bros-moving-coffey-broscoffey-movers-damaged-property-chicago-illinois-1251188. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
0Consumer
1Employee/Owner

#2 Author of original report

Coffey Bros. Lies and Harrassment

AUTHOR: - ()

POSTED: Monday, October 19, 2015

I am indeed a repeat customer.  In fact I have used their services more than 2 times, more like 5.  And each time I have been satisfied.  I did not write a Yelp review regarding those services.  I did better; I recommended them to several of my friend who have all had positive experiences.  I was candid about that in my previous statements and any other reports I have made.  This does not excuse the terrible moving experience that I had nor does it justify their actions since the move which have amounted to ignoring my complaints until I made them public, which is my right and then relentlessly attacking me and my character in response to them.  I am not seeking revenge; I seek justice and lacking that I simply want to tell the truth as I experienced it.

  • COFFEY BROS>Steven called us 2 weeks prior to his move stating that he needed an emergency move. Fortunately, we were able to squeeze him in last minute even though we were booked. Ultimately, we gave him priority as a repeat customer. However, we had an afternoon appointment that was previously scheduled at 1:00PM for the same crew, and communicated to Steven that we would have a limited amount of time of 4 hours for his move. This is a blatant lie.  All correspondence arranging the move was made via email.  At no time did I state that I had an emergency move nor did I ask for any favors as a repeat customer.  I have all of this in writing.  The only time I spoke to them via phone before the move was the day before and this call was simply to confirm the time.  
  • Coffey Bros.>We then set up his move accordingly as we would normally do. A couple days before the move Steven contacted us to let us know that he had additional items to add to his inventory, and that he needed us to make a special trip to swap some appliances between the homes. This was concerning because we had given him a 4 hour estimate for his move, and with the additional items and work, we had to double the estimate to 8 hours. We replied to Steven with our concerns and told him that we would only be able to move as much as we could within the 4 hour window, and also offered him an additional appointment the next day if the move wasn't completed. He then confirmed and responded that he would be ready to go. FALSE: the appliance swap was part of the original quote.  Their reply was very reassuring and they said that there should be no problem!  They did mention a worst case scenario of not being able to move everything but they assured me that it shouldn't be a problem.  I have documentation.
  • Coffey Bros>On the day of the move, the movers were running behind schedule because they stopped for gas on the way. Nevertheless, they arrived at his home at 8:00AM and within the 1 hour window for his appointment. The foreman immediately did a pre-move inspection and determined that Steven was not packed and ready to go as he indicated and still required a substantial amount of packing. The foreman confronted Steven who stated that this was an emergency last minute move and that he didn't have much time to pack. The foreman then did an estimate revision and added 2 additional hours of time for packing. The movers told me they were stopped by the DOT.  Either way, why is it my problem they did not have the common sense to fill their gas tank on their own time not mine?  And why did it take an hour?  I was packed and completely ready to go and not one mover said otherwise.  Again, I never stated anything about an emergency last minute move.  I was moving from one home that we own to another and the home we were moving from did not have a new tenant at the time.  
  •  Coffey Bros>Because of the limited time the movers had for the move, they worked quickly and efficiently to get the move done, all the while keeping in touch with dispatch with their status in order to effectively communicate whether or not they would complete the move and make it on time for their second move. The 3 movers on the job were professional career movers, each with more than 10 years of experience in the industry, and employed by Coffey Bros Moving more than 2 years. While the movers may not have been born and raised in America, they do however live in Chicago, speak English and can communicate very well others. It appears that Steven does not have patience for immigrants, which is very disheartening. In my very strong opinion, they did not move quickly and efficiently.  They took SEVERAL cigarette breaks. As a seasoned mover (referenced above, I know quick and efficient when I see it!) I have never once stated or referenced a language or cultural barrier in any way.  I don't care how much experience they had, I feel they did a terrible job.
  • Coffey Bros>As the movers got close to completing the first 2 hours of the move, they indicated to Steven that they would only be able to move a portion of his belongings; that they didn't have time to complete his move entirely because of the afternoon appointment; and that he would have to schedule an additional appointment to move the remainder of his items at a later time, as the office had previously discussed with him. Steven then became upset with the movers, and at first he went along with it. But as the movers continued to load the truck, Steven became more upset and aggressive and demanded that we finish the job or he would not pay, and that he would write bad reviews all over the internet. At this point we had no choice but to continue our services until the move was completed for fear that he would not pay as he threatened. They did not tell me that they planned to stop the move until approximately noon.  At this time the move was in complete disarray.  If they had suggested earlier, I may have been able to select the items to be moved.  Again I must state that none of the additional items had been touched at this point. I was very polite to the movers but as stated in my original complaint I did have a somewhat heated phone conversation with the dispatcher.  I remained professional at all times and never once reference withholding payment nor did I ever reference writing a negative review.
  • Coffey Bros>The move was completed in a little over 8 hours, and Steven paid accordingly but with much hesitation. He demanded a discount on services because of the amount of time the move took, and then complained that the movers worked slowly and inefficiently. This was rather surprising after we arranged our schedule to complete his entire move in one day. In fact, we were 4 hours late for the afternoon move and had to give the other customer a discount because of it. Again, I never referenced any of my complaints to the movers themselves.  Frankly I was slightly intimidated by them and did not want them to take out their anger on my belongings.  They did take of 15 minutes off of the invoice for their breaks.  They DID move slowly and inefficiently!  I have to reassert my claim that at least one of the workers was completely unfit for this task!  He could not execute the simplest job.  I actually feel bad for him because he should never have been hired to do this work in my opinion.
  • Coffey Bros>At this time, Steven refuses to file a damage claim with our claims department. Instead he has chosen to file complaints all over the internet which are misleading and have no bearing. In fact, he filed a complaint with the BBB that was dismissed in our favor because of his unwillingness to cooperate and submit a damage claim to us. Coffey Bros refused to allow me to file a claim based on the fact that I had given them a bad review and made a complaint with the Better Business Bureau!  I tried several times to make my complaint via phone but management was never available.  I sent them a detailed email and heard nothing back.  Only then did I write a negative review on Yelp and file my complaints. Again, I have documentation!
  • Coffey Bros>We do appreciate Steven's business as a repeat customer, and invite him to file a claim for damages immediately if he so chooses to take the time to do so. We have also taken his customer service issues into account and have corrected any procedural issues from the companies standpoint. We do appreciate all of our customer's feedback in order to improve our services and grow as a company. However, we do not appreciate this backlash and vindictive behavior and only want to provide our account of the events that took place so as to clear our name from any alleged wrongdoing by Steven.  Coffey Bros has continued to lie about the move and accuse me of bullying and misrepresenting the truth.  I believe it is quite obvious what actually happened to anyone who views our email correspondence and their responses.  Nothing justifies the gross mishandling of our possessions and even worse, the terrible treatment we have received since making our complaints.  I have remained consistent in my version because it is true.  Every word!  
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#1 REBUTTAL Owner of company

Response to Steven Complaint

AUTHOR: Coffey Bros. Moving - (USA)

POSTED: Sunday, October 04, 2015

We completed a successful move for Steven on Friday, July 31st as stated. Unfortunately, Steven's account of his move is misleading and exaggerated. In fact, he has blatantly copied and pasted this same complaint all over the internet in a vindictive attempt to seek and draw as much attention as possible to his alleged wrongdoings of Coffey Bros Moving. These actions are entirely defamatory, unprofessional, and the company has sought legal advice in response.

Steven is a repeat customer and has used our services to move him 2 times before the move of subject here. Each and every move was successful, handled professionally and with utmost care. At no point did Steven write any positive reviews or give any credit to these 2 prior moves. It was only when he became upset with the final bill that he chose to defame the company and seek revenge.

Coffey Bros Moving is a local moving company in Chicago and prides itself on Customer Service. We go above and beyond and offer a personalized service to our customer's. We have an A+ rating with the BBB, A rating on Angie's List, 5 Stars on Yelp, and 5 Stars on Google.

Steven called us 2 weeks prior to his move stating that he needed an emergency move. Fortunately, we were able to squeeze him in last minute even though we were booked. Ultimately, we gave him priority as a repeat customer. However, we had an afternoon appointment that was previously scheduled at 1:00PM for the same crew, and communicated to Steven that we would have a limited amount of time of 4 hours for his move.

We then set up his move accordingly as we would normally do. A couple days before the move Steven contacted us to let us know that he had additional items to add to his inventory, and that he needed us to make a special trip to swap some appliances between the homes. This was concerning because we had given him a 4 hour estimate for his move, and with the additional items and work, we had to double the estimate to 8 hours. We replied to Steven with our concerns and told him that we would only be able to move as much as we could within the 4 hour window, and also offered him an additional appointment the next day if the move wasn't completed. He then confirmed and responded that he would be ready to go.

On the day of the move, the movers were running behind schedule because they stopped for gas on the way. Nevertheless, they arrived at his home at 8:00AM and within the 1 hour window for his appointment. The foreman immediately did a pre-move inspection and determined that Steven was not packed and ready to go as he indicated and still required a substantial amount of packing. The foreman confronted Steven who stated that this was an emergency last minute move and that he didn't have much time to pack. The foreman then did an estimate revision and added 2 additional hours of time for packing. 

Because of the limited time the movers had for the move, they worked quickly and efficiently to get the move done, all the while keeping in touch with dispatch with their status in order to effectively communicate whether or not they would complete the move and make it on time for their second move. The 3 movers on the job were professional career movers, each with more than 10 years of experience in the industry, and employed by Coffey Bros Moving more than 2 years. While the movers may not have been born and raised in America, they do however live in Chicago, speak English and can communicate very well others. It appears that Steven does not have patience for immigrants, which is very disheartening. 

As the movers got close to completing the first 2 hours of the move, they indicated to Steven that they would only be able to move a portion of his belongings; that they didn't have time to complete his move entirely because of the afternoon appointment; and that he would have to schedule an additional appointment to move the remainder of his items at a later time, as the office had previously discussed with him. Steven then became upset with the movers, and at first he went along with it. But as the movers continued to load the truck, Steven became more upset and aggressive and demanded that we finish the job or he would not pay, and that he would write bad reviews all over the internet. At this point we had no choice but to continue our services until the move was completed for fear that he would not pay as he threatened. 

The move was completed in a little over 8 hours, and Steven paid accordingly but with much hesitation. He demanded a discount on services because of the amount of time the move took, and then complained that the movers worked slowly and inefficiently. This was rather surprising after we arranged our schedule to complete his entire move in one day. In fact, we were 4 hours late for the afternoon move and had to give the other customer a discount because of it.

At this time, Steven refuses to file a damage claim with our claims department. Instead he has chosen to file complaints all over the internet which are misleading and have no bearing. In fact, he filed a complaint with the BBB that was dismissed in our favor because of his unwillingness to cooperate and submit a damage claim to us. 

We do appreciate Steven's business as a repeat customer, and invite him to file a claim for damages immediately if he so chooses to take the time to do so. We have also taken his customer service issues into account and have corrected any procedural issues from the companies standpoint. We do appreciate all of our customer's feedback in order to improve our services and grow as a company. However, we do not appreciate this backlash and vindictive behavior and only want to provide our account of the events that took place so as to clear our name from any alleged wrongdoing by Steven.

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