Riley & Sons Moving and Storage WORST MOVERS ON THE PLANET; for more info see http://rileyandsonsmoving.wix.com/riley-sons-moving; did over $2,500 damage to my furniture Philadelphia, Pennsylvania

In the process of moving Ms. Kellys furniture on June 1, 2012, the crew was moving a bookcase from the wall and a small piece of wood from the bottom fell off. Our crew promptly informed Ms. Kelly of the broken bookcase and offered to bring the bookcase back to the office so it could be repaired. Ms. Kelly declined that offer and requested that we send a furniture repairman to her, to which we agreed.

On June 4, 2012, we received a list of allegedly damaged items from Ms. Kelly which included two bookcases and a floor lamp (which was currently not functioning, but had no physical damage done to it).  We advised Ms. Kelly that pursuant to her contract she had until June 11 (ten days from the date of the move) to inspect the rest of her items and report any further claims.  We did not process the claim in the interim, allowing Ms. Kelly to inspect her furniture. On June 11 we received an email in which Ms. Kelly added the dining room table to the list of two bookcases and lamp. We promptly replied and advised Ms. Kelly that the week was very busy (as this is our busiest time of year) and asked her to allow us time to review the claim and make a decision on how it should be handled.  It is our policy to speak to the crew and go over how the damage occurred, and if it is a viable claim.

Subsequently, Ms. Kelly accused us of prevarication and using stall tactics. Despite our belief that we did not cause the damage to the furniture, to keep within our high standings of good customer service, we contacted our furniture repairman, and learned that he was on vacation. We informed Ms. Kelly that the furniture repairman was on vacation and that we would have him out to repair her furniture upon his return.  Unfortunately, we did not have a date for his return or even his availability at that time.

On June 13, Ms. Kelly unreasonably demanded immediate repair to her items and threatened legal action if the furniture was not fixed within five business days.  

The moving crew reported that the dining room table was not damaged during the move. Consequently, on June 18 we requested Ms. Kelly send us photos of the dining room table. Ms. Kelly responded with the below email indicating she expects full replacement/repair of the items including the lamp or she will use her Search Engine Optimization (SEO) skills to ruin our reputation as movers by June 20.  Per Ms. Kellys request to process her claim faster, we were unable to schedule the furniture repair man to inspect and/or repair the alleged damage to the bookshelves and dining room table. * We decided to adjust the claim to the contract signed by Ms. Kelly for the Standard Movers Carrier Insurance for 0.60 cents per pound, per article.   On June 18, 2012 we issued a check for the insured amount for the two bookcases and dining table. There was no physical damage to the lamp, it was an electrical issue, which is not covered by any moving company (Mechanical Condition Unknown). This allowed Ms. Kelly to schedule and have repairs completed within a time frame that works best for her.

Ms Kellys email:

Subject:  Final Demand - Kathy Kelly's Broken Items
From:  XXXXXXX
Sent:  Monday, June 18, 2012 9:24:02 PM
To:  XXXXXXX
CC:  XXXXXXX

"Kevin,

I don't have time to chase you. While it is reasonable to allow you time to respond, I have no information on an outlined plan to fix or replace the items your movers broke/damaged.

Don't stall me with tales of missing repair men; don't ignore my questions about the broken lamp?

It's real simple:

You can either contact me before Wednesday, June 20, 2012 with a reasonable time frame in which I can expect to have the damaged/broken items replaced or repaired (including the lamp). You know: pursue the honorable course of action in which you take responsibility for your business.

OR

At the end of the week, not only will I file legal action against you for the full price plus applicable sales tax on the broken/damaged items, I will use my SEO and SEM skills to make sure that every complaint about Riley & Sons lands on the first page on any Google search a potential customer runs on your business. I have pictures that I will attach; scanned receipts will be attached. And I have excellent grammar and writing skills. Of course, I will start with Angie's List. Any person who runs a Google search on your business
will see the complaints on the first page of Google, not buried deep on pages 2, 3, etc.

Be mindful of the damage that this will do to your business. Do not force my hand.  I am not the average consumer. I have a unique skill set. And it is well within my legal right to sue you and report your business in this day of transparency.

Do not respond with, "don't threaten me!"  What do you expect me to do?

The shame is that I should not have to do take any course of action against you. Just fix and/or replace my stuff. And stop hiring pint-sized men in the vain of Justin Bieber and Prince to move furniture!"
_______________________________

*  Prior to all moves our customers are offered the following insurance options:

1. Full Value Protection Insurance (premium based upon individual shipment); or

2. Standard Movers Insurance - covers the value at 0.60 cents per pound per article (free).

Ms. Kelly chose and signed for the Standard Movers Carrier Insurance.  

In the process of moving Ms. Kellys furniture on June 1, 2012, the crew was moving a bookcase from the wall and a small piece of wood from the bottom fell off. Our crew promptly informed Ms. Kelly of the broken bookcase and offered to bring the bookcase back to the office so it could be repaired. Ms. Kelly declined that offer and requested that we send a furniture repairman to her, to which we agreed.

On June 4, 2012, we received a list of allegedly damaged items from Ms. Kelly which included two bookcases and a floor lamp (which was currently not functioning, but had no physical damage done to it).  We advised Ms. Kelly that pursuant to her contract she had until June 11 (ten days from the date of the move) to inspect the rest of her items and report any further claims.  We did not process the claim in the interim, allowing Ms. Kelly to inspect her furniture. On June 11 we received an email in which Ms. Kelly added the dining room table to the list of two bookcases and lamp. We promptly replied and advised Ms. Kelly that the week was very busy (as this is our busiest time of year) and asked her to allow us time to review the claim and make a decision on how it should be handled.  It is our policy to speak to the crew and go over how the damage occurred, and if it is a viable claim.

Subsequently, Ms. Kelly accused us of prevarication and using stall tactics. Despite our belief that we did not cause the damage to the furniture, to keep within our high standings of good customer service, we contacted our furniture repairman, and learned that he was on vacation. We informed Ms. Kelly that the furniture repairman was on vacation and that we would have him out to repair her furniture upon his return.  Unfortunately, we did not have a date for his return or even his availability at that time.

On June 13, Ms. Kelly unreasonably demanded immediate repair to her items and threatened legal action if the furniture was not fixed within five business days.  

The moving crew reported that the dining room table was not damaged during the move. Consequently, on June 18 we requested Ms. Kelly send us photos of the dining room table. Ms. Kelly responded with the below email indicating she expects full replacement/repair of the items including the lamp or she will use her Search Engine Optimization (SEO) skills to ruin our reputation as movers by June 20.  Per Ms. Kellys request to process her claim faster, we were unable to schedule the furniture repair man to inspect and/or repair the alleged damage to the bookshelves and dining room table. * We decided to adjust the claim to the contract signed by Ms. Kelly for the Standard Movers Carrier Insurance for 0.60 cents per pound, per article.   On June 18, 2012 we issued a check for the insured amount for the two bookcases and dining table. There was no physical damage to the lamp, it was an electrical issue, which is not covered by any moving company (Mechanical Condition Unknown). This allowed Ms. Kelly to schedule and have repairs completed within a time frame that works best for her.

Ms Kellys email:

Subject:  Final Demand - Kathy Kelly's Broken Items
From:  XXXXXXX
Sent:  Monday, June 18, 2012 9:24:02 PM
To:  XXXXXXX
CC:  XXXXXXX

"Kevin,

I don't have time to chase you. While it is reasonable to allow you time to respond, I have no information on an outlined plan to fix or replace the items your movers broke/damaged.

Don't stall me with tales of missing repair men; don't ignore my questions about the broken lamp?

It's real simple:

You can either contact me before Wednesday, June 20, 2012 with a reasonable time frame in which I can expect to have the damaged/broken items replaced or repaired (including the lamp). You know: pursue the honorable course of action in which you take responsibility for your business.

OR

At the end of the week, not only will I file legal action against you for the full price plus applicable sales tax on the broken/damaged items, I will use my SEO and SEM skills to make sure that every complaint about Riley & Sons lands on the first page on any Google search a potential customer runs on your business. I have pictures that I will attach; scanned receipts will be attached. And I have excellent grammar and writing skills. Of course, I will start with Angie's List. Any person who runs a Google search on your business
will see the complaints on the first page of Google, not buried deep on pages 2, 3, etc.

Be mindful of the damage that this will do to your business. Do not force my hand.  I am not the average consumer. I have a unique skill set. And it is well within my legal right to sue you and report your business in this day of transparency.

Do not respond with, "don't threaten me!"  What do you expect me to do?

The shame is that I should not have to do take any course of action against you.

Just fix and/or replace my stuff. And stop hiring pint-sized men in the vain of Justin Bieber and Prince to move furniture!"
_______________________________

*  Prior to all moves our customers are offered the following insurance options:

1. Full Value Protection Insurance (premium based upon individual shipment); or

2. Standard Movers Insurance - covers the value at 0.60 cents per pound per article (free).

Ms. Kelly chose and signed for the Standard Movers Carrier Insurance.