Portland mover, resident fail to resolve broken glass issue

Portland mover, resident fail to resolve broken glass issue

Member complaint

I hired Redefyne Moving & Storage in Portland, Oregon, to move me from an apartment into a storage unit, and back into my apartment.

During the moving process, I noticed the movers were packing delicate things in a way I thought wasn’t right, and I suggested a different way. Unfortunately, they did not take my advice, and a lot of things were broken. I received monetary compensation for those items, but haven’t had my curio cabinet glass shelves replaced yet, as agreed by the mover. Four out of five glass shelves were broken during the move.

The first set of glass shelves he brought to replace the broken ones didn’t fit. The owner talked with the company that cut the glass, but hadn’t heard back from them. I haven’t heard anything from him since.

I want them to have the shelves recut and put back in my curio cabinet.

Madeline York, Portland

Provider response

When accidents happen, we want things resolved as quickly as possible. However, in this particular circumstance, the member provided our team with the wrong glass specifications. Typically, we would encourage a couple of quotes, and we would simply issue monetary compensation. In an effort to take care of this member, we did the extra legwork and ordered and delivered the glass shelves by request of the member.

We took the glass back to the glass company to be cut to the correct size. We explained to our customer that this would take time, and we were working with the glass company. The glass company cut the glass pieces down. A member of our team picked up the shelves and delivered them to the member.

The member denied the recut glass shelves without explanation. We are currently at a loss for what else we can do to make things right for this customer, as we met the requested resolution.

Aaron Schaller, owner



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