Complaints

This profile includes complaints for Move Gurus, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Move Gurus, LLC

  65 New Venture Way Alabaster, AL 35007

  
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  Move Gurus, LLC

  40745 US 280 Sylacauga, AL 35150

  

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:09/05/2023

  Type:Delivery 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.

  Move gurus loaded my household goods as part of a military move. The loaders did a horrible job and I had to have management come out to repack part of the truck. What I couldnt see is further back in the truck they loaded my couch without padding and with a pile of boxes towering over it. When the truck got to my new house on July 27th, the couch was ripped and crushed in spots due to lack of any padding and poor loading technique . It is a complete loss according to a furniture repair company. I called move gurus to make it right. They knew they messed up loading, yet **** kept saying their liability stopped when the truck left. He offered me $300 and I told him I needed to get an estimate before I agreed to anything. After I got the estimate ($3000 for a new couch) I couldnt get **** to call me back or email me for over a month. The office kept saying he would call but was busy on a big job Today Sept 1st, I finally got ahold of him, he was rude, accusatory to me, tried to claims the freight company couldve unloaded my items and reloaded them wrong (not possible). He offered me the $300 again. I told him I wanted the money back that I paid for his companys services. Then he hung up on me. He does not honor poor work from his employees and does not take care of his customers like they claim in their ads.

  

  Business Response

  Date: 09/15/2023

  I am truly sorry that things did not go perfectly on your move.
  I am empathic with the damages you incurred, but as I told you on the phone,
  Our liability ends once we load your truck.
  You also signed a release of liability stating: 
  Move Gurus responsibility only extends to items while under its care and custody and terminates when it leaves the premises. Once the Company is done loading/unloading a truck, pod or storage unit, the Company is no longer responsible for any damages.
  This is standard in the moving industry. 
  There are reasons for this:
  We loaded a truck that was not a moving truck. It is a freight truck.
  Freight trucks are not made for moving household goods. They are higher off the 
  ground and do not have the right kind of shocks to move household goods
  We had no control of who drove the truck, where they drove it, or if it had been in a wreck.
  We did not unload the truck, therefore we cannot know if the damage happened during the unloading.
  Lastly, I know that this is not the case in this situation, but some people have made fraudulent claims, knowing we have no way to prove we did not do what was claimed.
  Again, as I said on the phone, I am truly sorry about taking so long to return your call. We are a small business and I go out on a truck everyday. I thought you had hung up on me since there was a long awkward silence. I did not intend to be rude on the phone. I apologize for that.
  
  
  *************************
  Owner -Mover Gurus