Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 cant imagine a worse moving experience. Two young guys arrived late, were useless at moving large items, had no tools to adjust a non functional dolly, had to be told how to maximize space in the van, moved at a snails pace, forgot a tie down strap and NO JOKE asked me to back the truck in as the driver was "new". One guy stood around grabbing his crotch and writhing like he was about to piss himself and was on his phone endlessly. He told me part way through "We're only available until 3pm". Cost me $600 to have 2 small loads delivered and I had to call a 2nd company to finish the job a week later. Literally EVERY skill needed to move people was missing. Truly disgusted. An unfunny joke these guys are. I requested a partial (50%) refund. Did not receive.

  Business Response

  Date: 04/06/2024

  Hey there,
  
     Thank you for reaching out to us regarding your move. These two movers have over a year of moving experience so we were absolutely shocked reading your complaint. We had no idea things had gotten so out of control on the move and we do apologize profusely. This is not the way we do business and is not a reflection of how your experience should feel. We have suspended the individuals on that team until pending completed a thorough investigation. We have failed to live up to our own standards and are truly saddened by the outcome.
  
     In regards to the communication aspect you did not mention a couple things. Most notably, we did offer to get a larger vehicle but you declined. We believe that did not aid the smoothness of the move. Secondly, we tried reaching out to you via Messenger to understand where your frustrations were after the move but did not receive the email you're speaking of. Barring the (email?) we could and should have done better with communication. We accept complete responsibility. A full refund isn't something we could facilitate this time around as we don't believe the extent of damages equates to the full price of the move. More importantly, we're truly happy that nothing was broken in the end. We'll use your honest review as a pillar to learn from and improve. Thank you very much for reaching out!
  

  Thank you,
  The SmallMoves Team

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because:
  
  The response was a combination of apology and projection of blame. It also included a denial of damage. Not acceptable. Furthermore I requested a 50% refund, not 100%. I expect to receive this or will continue to convey my experience in a multitude of social media platforms. I do not want to see other consumers waste their time and money with these people.