Complaint Review: Meathead Movers Inc. - Santa Ana California

During a move, Meathead employees severely damaged a teak library unit with an original cost of $16,000. But, I thought "No, worries, I bought their REPLACEMENT VALUE insurance." It has been 66 days now and I still have no resolution. Meathead rep, will not turn my call over to a supervisor. I have requested numerous times to be provided with the insurance carrier name and have yet to receive it. Below is an abbreviated version of my complaint.

9/26 (Day 1): I contacted Meathead, provided a completed claim form and photos and was referred to their concierge service to help me find a place for repairs. The concierge was a joke. They gave me a list of 3 places. #1 was a company that only did business by email--no physical address or phone number. #2 was a furniture upholsterer that did "refinishing on the side." (Oh sure, I'll hand over my gorgeous upscale library to a guy who specializes in upholstery.) The third company said "we won't do business with Meathead Movers."

I called the rep at Meathead to complain. He said "go get a bid." (At this point I requested an insurance adjuster -- which was declined). I started researching companies qualified to do restoration on high-end furniture. What I found out is that quality companies charge to come to do an estimate (otherwise they'd be wasting their time giving out estimates instead of working.) I called Meathead back to tell them this and the guy said "my supervisor said he needs one bid." So, because they would not pay for a bid, I paid $150 for a restorer to come look at it. The quote was nearly $10,000! 

So, after a couple of weeks the rep told me the boss wants 3 bids! After a couple of weeks, I get a call from the concierge service with some companies to contact. Most of them did not have websites or photos of work to look at. Mostly, they were a bunch of handymen who do minor work and not specializing in restoration of fine furniture. I complained to the rep. It took him 10 days but he came up with a few more companies. I finally was able to obtain another estimate without paying them in advance to come out -- the company looked great and their bid was substantially less. I sent Meathead the bid with the caveat that if the damage is worse than detailed on the bid, there may be a revision. I sent that bid to them on 11/15.

12/1 (Day 66 with NO resolution): Two more weeks have passed and I still have no answers. After countless email conversations, telephone calls and the usual canned response "I apologize for the delay ... I realize you are upset ... and blah blah blah," the customer service guy said he doesn't have an answer from his supervisor and will send a follow up email. I plan on filing a small claims action against them.

Please note: This is an abbreviated version that hits the high points only. I have a file that contains 54 email conversations documenting my claim along with numerous phone calls – all of which have resulted in not honoring the claim. It’s my feeling that they are not intending to resolve this issue or want to wear me down until I give up.