Customer wants refund for broken futon frame

Customer wants refund for broken futon frame

COMPLAINT: Retta Wilson-Grier, Morton Grove, Ill.

"I hired Joey's Movers in Skokie [Ill.], but they seemed to work slowly. They dropped my futon and broke the frame. They tried to piece it together, but it has to be professionally fixed. I called the company, which told me to fax a claim and they'd have someone take care of it. However, they've taken their time responding.

"I spoke to their insurance company, and they told me they only insured 30 cents per pound. Their payment was going to be $37.50 to cover a $350 futon."

DESIRED RESOLUTION: "I want Joey's Movers to either pay someone to repair the futon or refund me $350."

COMPANY RESPONSE: Patricia Brooks, operations manager, Joey's Movers

"Once booked, all customers receive information about optional insurance. When the member arrived, we would have reviewed the contract and offered the insurance. We are fully insured; however, the member only accepted the standard coverage. She acknowledges by her initials on back of the contract that she read this information."

STATUS: Stalemate

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