Complaints

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• Initial Complaint

  Date:17/10/2023

  Type:Billing 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 hired Muscle Movers to move me on 31/8/23.
  
  They arrived an hour late, so I wasn’t able to go with them to my new house anymore, ** * *** *** ** ***** *** * *** **** **** ***** and asked for the invoice to be sent so I could pay online.
  They dropped everything off and emailed the invoice. When I hadn’t paid within 45 minutes ** *** ** *****, they promptly sent a ****** *** email, then re-entered the property without permission, ************ a teenage boy into allowing them in, *** ***** ** **********.
  
  I then was FORCED to pay another $150 in order to get everything back. They would not actually discuss the issue with me, they just blew up my phone with calls and emails, threatening to auction off my personal property. The contract that I signed with them stated that the invoice needed to be paid on the day it was due, which was the same day. Surely that is close of business, and doesn’t mean that such ************ tactics can be used after 45 minutes, especially given it was only 1pm at this point.
  
  They also didn’t deduct the $60 deposit from the initial invoice, so I have now paid an extra $210 over what was quoted *** *** *** **** ********* *** ****** ** ********* ******* ** ********** ****. This extra money that was taken incorrectly is what I would like back.
  
  I have reached out to the business multiple times to attempt to discuss this with them, but have been ignored.

  Business Response

  Date: 17/10/2023

  The customer ****** ******** did not duely inform the movers that she will not be at the property, the information she gave is that her sister will be at the property which was not the case we also stated in our contract that payment must be made upon completion of the job, the client was not honest in terms of informing the movers about the drop off location and it is within our rights to take valuable items until payment is made. We made several attempts to communicate with the client but to no avail, ****** was charged as a result of making the movers come back again when the job was supposed to be completed at a specific time.

  Customer Answer

  Date: 17/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  if  the movers hadn’t arrived an hour late, I would have been able to accompany them to the new address. 
  i told them that my landlord would be at the new property to let the movers in, and that I would pay online. Not paying within 45 minutes is not a reason to re-enter a property without permission and certainly not a reason to ***** someone’s belongings. The contract stated I needed to pay the same day, which I did. 
  You need to follow the law and not force people into paying extra fees, simply so you can make more money. 
  
  I was honest about the new address. The move in address  never changed since I first contacted your business to hire you, ** * **** ** **** **** *** *** ******* ***** ** ***** ** **** *****
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 19/10/2023

  Our contract states clearly payment must be made upon completion of a job, the client stated that her sister will be at the property and that her sister will be the one making the payment, which is why the movers left to the drop off location.

  Customer Answer

  Date: 20/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I clearly told the movers I had to go to work, and my LANDLORD would let them into the property, and I would pay online. If there was a problem with this, they should have let me know before they left the property I was moving out of. I wasn’t told there was a problem, so I shouldn’t be penalised for your staff’s mistake.
  

  They then re-entered my property without permission and ***** my belongings. You also charged a deposit that then wasn’t taken off the bill, then forced me into paying an extra $150, before the initial bill was even due. The decisions you’ve made are both wrong, *** *******, and Muscle Movers need to be held responsible.

  
  Sincerely,
  
  
  
  ****** *********