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:10/24/2023

  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 requested moving services for 10/21/23, to move my spa from current home to my new home. I spoke with ***** who sold me the service and confirmed that the company had the correct dolly to move the spa and there would be no issues. On the date of the move, the company did not have the correct equipment and damaged my spa beyond repair. All four guys all confirmed they damaged it because of the lack of equipment they were sent to do the job with. Today, I spoke with the executive director, ********, who charged me for the service, refuses to refund the service and is only offering $240 to repair thousands of dollars in damage. This company should not be allowed to move spas or advertise for it. I was sold services that they could not perform! This is beyond upsetting and I'm hoping no one else gets duped into letting this company damage their property. The executive director did advise I didn't get the right coverage plan. I really wish someone took the time to go over this with me when I was signing up for the service. Everything I was told has been lies! I can assure you, I will never do business with this company again. So disappointing and unprofessional. Now I'm stuck with a spa that is broken, leaking and eye soar. Words cannot express my frustration with how poorly this company has handled this situation.

  

  Business Response

  Date: 10/30/2023

  We have reviewed the consumer complaint filed by *********************** against Lifetime Moving & Storage regarding a damaged item. We must correct some misinformation provided by Consumer. She did hire the Business to perform a local move within AZ on 10/21/23. Prior to the move Consumer was emailed all information regarding coverage options for her move, including the free minimal $.30/lb/article & the option that she could purchase repair/replacement insurance from a private insurance company prior to her move. She opted for the free minimal $.30/lb/article coverage & did not purchase any additional coverage for repair/replacement. During the move her spa/hot tub was damaged. We did intake her claim on 10/24/23 & advised her that she was due $240.00 based on the coverage chosen as the weight of the hot tub was 800 lbs x $.30/lb = $240. HOWEVER, WE DID NOT OFFER HER THE $240 SHE WAS ***********, BUT INSTEAD THE BUSINESS OFFERED HER $500 TOTAL WHICH SHE AGREED TO ACCEPT ON A RECORDED PHONE CONVERSATION. We sent her a release form on that same date & are still awaiting the executed Release that was due by 10/30/23, so that payment may be issued to ************. We will provide a final extension to ************ to submit the executed Release for the $500 agreed settlement to our office no later than 11/7/23 for this offer to be valid. At this time no reimbursement is due Consumer, and we ask that you please update this complaint to reflect that information. Thank you in advance. 

  Customer Answer

  Date: 10/31/2023

  I am asking for a reimbursement of the service provided due to unsatisfactory results and costly repairs. Please just reimburse my ****** I paid to your company so I can repair the damage YOU CAUSED!

  

  Business Response

  Date: 11/09/2023

  We have reviewed the recent rebuttal posted by *********************** relative to her ongoing complaint against Lifetime Moving & Storage for a damaged spa/hot tub. As stated previously, we cannot approve reimbursement for services rendered, but the Business did offer $500 which significantly exceeded the $240 customer was due based on the $.30/lb/article coverage she chose for her move. We must advise again that we cannot create insurance for repair/replacement that consumer was offered but did not purchase.

  At this time, given that we have provided two dates for consumer to return the executed release for this good will offer to be valid & neither has been met, we regret that no compensation is due customer. We respectfully request that this case be closed as AJR. Thank you in advance. 

  Customer Answer

  Date: 11/13/2023

  I am beyond disappointed at how this company operates and feel that it is unethical. If I'm understanding this correctly, lifetime movers is no longer willing to provide any payment because they put a deadline on their offer? In the ****************, I have two years to pursue a claim for property damage from the date of loss. I am asking that you refund me for the service provided in *** of a claim. As far as I'm concerned your claims process is unethical and illegal. I have never seen an executive director of a company call themselves a third party administrator and then fail to respond to a customers email. That's right! I sent an email to the "claims department" NOVEMBER 3, 2023 and I have YET to receive a response. Maybe I should also notify the *** of these unethical practices? I am just so frustrated and disgusted that this is even happening. 

  All I want is a full refund of terrible service rendered. Please.