Complaints
This profile includes complaints for Gilmore's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:06/20/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hired Gilmore Services to move items from my former property in XXXXX to a few miles down the road to my new property at XXXXX. The service was completed on 5/20/22. My washing machine was delivered broken and would not turn on. I immediately called Gilmore to report the damage and they asked that I have a repair man look at the machine to confirm it was it was broken. *** appliances came out on June 8(the soonest available date) and confirmed the machine was broken(attached are their findings) I was charged $120 for this service call. I had to order a new machine to the cost of $999.74 due to their damage. I am asking for $1,119.74, the cost of the new machine and the service call. If I am not reimbursed in full for this damage, I will be taking further legal steps to recover my financial loss due to their negligence.
Business Response
Date: 07/21/2022
Business Response /* (1000, 5, 2022/07/01) */ On March 25, 2022 claimant was provided a written estimate which detailed that the valuation was "release valuation/coverage per Lb: $0.60". The move was booked, the services were rendered, and the final paperwork was completed which, once again, listed the valuation of the items moved at $0.60/lb. Once we were initially contacted directly related to the claim of a damaged item, the decision was made to refund the entire cost of the move ($360). This did exceed the $150 valuation that would have been prescribed to the item for which the damage was claimed. Subsequently, the claimant filed this inquiry with the Better Business Bureau. After the claim was filed, conversation was had between Gilmore and the claimant. Claimant states that our team did not thoroughly explain the valuation that was included in the quote and final paperwork and for this reason feels that they are entitled to further monetary compensation. As part of our commitment to customer service and transparency, we agree to remit the agreed upon additional payment of $340 and have already had further training with our team regarding the importance of valuation explanation during the quoting and final contracting signing process. Consumer Response /* (2000, 7, 2022/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for coming to an agreement that I believe is fair to both parties involved.
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