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:05/22/2025

  Type:Order 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.

  The ******* family entered into a contract to move from ****** to *******. Packing in ****** and storage in ******* was part of the contract until a home was secured and the move within ******* complete. Upon contacting *** to set the Chicago move date, we learned that our belongings were still in ******. We were never updated of the contract change. Also, we trusted the packing of all our belongings to a crew we came to find were not vetted by the company. The outcome of this entire situation was stolen, lost and damaged belongings as well as fines from our building. Although we paid for additional insurance to protect our belongings, CAF Moving claims made a nusance offer and we saw correspondence between *** and MMM that why pay, there was no proof that these items even existed. Since the packers were illegal aliens not speaking any English, our boxes were not clearly marked or itemized. ****** ******* was in *********** at the time having moved from a ****** facility to a ******* facility while **** ******* came back to ****** to oversee the move. *** was aware of what was happening within our family. **** was lied to; that the moving truck was parked somewhere else and would be leaving for ******* soon. I will also file a claim against CAF Moving ************************* An extensive list of all items stolen and lost and damaged were submitted to MMM and ***. Why did *** unilaterally change our Contract with out our knowledge? Why did we pay for additional insurance to cover our property?

  

  Business Response

  Date: 05/23/2025

  Hello, we are on our ongoing communication with the client, and we’ve presented them with a settlement letter which we are in active negotiations. We understand that this is an important matter, and we are actively working through the negotiations with them to reach an outcome.

  Customer Answer

  Date: 05/23/2025

  Response is inaccurate.  We have been ignored by them since November, 2024.  Furthermore, MMM and CAF Moving Claims totally ignored an early 2025 letter sent by an attorney we hired in Arizona to help us reach a resolution.  So who exactly are they negotiating with?  We are senior citizens on a fixed income and it would be a hardship to retain the Arizona attorney to file suit.  We need the help of BBB while we receive vague and inaccurate replies from MMM. We have also filed a complaint with the Arizona Dept of Insurance against CAF Moving Claims.  

  

  Business Response

  Date: 05/26/2025

  Hello,

  We reached out to the customer’s attorney today and presented an updated good faith settlement for their consideration. We remain dedicated to resolving this matter amicably and will keep you informed with any updates as they become available.

   

  Customer Answer

  Date: 05/27/2025

  The offer is not in good faith and was rejected.  

• Initial Complaint

  Date:04/24/2025

  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.

  Hope these pictures helped. They offered to reimburse us $130 for all this. I guess it's on us for expecting our movers to not break a bunch of our furniture during the move- regardless whether they're from **** or not. Also, one mover admitted it was his fault our dresser broke, they still wouldn't cover the mere cost of only the dresser due to negligence.

  

  Business Response

  Date: 04/28/2025

  BBB Response for Complaint ID #********
  Dear Better Business Bureau,
  Thank you for the opportunity to address this matter.
  Upon reviewing the complaint from **** *., we acknowledge that items sustained damage during the move. As outlined in our terms and conditions, ready-to-assemble furniture (such as **** items) is not designed to be moved once assembled. These pieces use compressed wood, particle board, and cam-lock fasteners that are susceptible to damage when moved or disassembled. Per our policy, these items are not covered under standard damage protection.
  We understand the customer's frustration regarding:
  A dresser where our mover acknowledged responsibility
  A bed missing custom bolts after reassembly
  Damage to additional furniture
  Despite our policy, we initially offered a goodwill reimbursement of $130. To demonstrate our commitment to customer satisfaction, our owner approved an increased offer of $335, specifically addressing the dresser damaged due to admitted error.
  We've attempted to contact the customer to finalize this resolution but haven't received a response. We remain open to discussing this matter directly while respecting their request for no further contact unless instructed otherwise.
  We sincerely apologize for any inconvenience and take this feedback seriously as part of our commitment to improving our service.
  Sincerely,
  ****** Damper Client Experience Manager Muscular Moving Men

• Initial Complaint

  Date:12/05/2024

  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.

  On October 25th, Muscular moving men was hired to pack and move my furniture from ********** to ******* (15 minute drive). I was in a 3bd apartment, and now we are in a 3bd house. We paid for "Full-Coverage" which was MANY times explained to use to mean any damages they incur, they will fully reimburse us for replacing the items. It was a disaster. They broke most of our furniture. Over $4k in damages. During the move, they increased the price from a quoted ~$2k to over $4k for the move itself. After all was said and done and the movers were tipped very well, and again assured me all was covered; I was informed I owed THEM more money, and they would not reimburse until I paid. I said no citing the huge expense already.They THEN directed me to *** claims to submit an extremely tedious form for all of the items that were damaged. The site has little to no information on how to fill it out. ***************** They informed me it would take FORTY FIVE DAYS to process my claim. I remind you; we now have to live in our new house with no bed, no desks, missing rugs and more with no renumeration for over 45 days. They have finally replied to the claim telling me they will only be paying $230 of the requested $2k in damages. The $230 is barely what I paid FOR THE COVERAGE ITSELF. This his predatory practices, I am beside myself with what to do. They misled me OVER and OVER again to believe they would be reimbursing me as they threw furniture that literally crumpled into pieces as it was set down into the house. I demand a full refund for their services, or a full reimbursement of the damaged goods.

  

  Business Response

  Date: 12/09/2024

  Dear Better Business Bureau,

  
  Thank you for bringing this matter to our attention. We want to assure you that we are actively reviewing the claim filed by the customer.

  
  We are currently finalizing an updated settlement offer that aligns with the customer's chosen coverage and aims to reach a resolution that is satisfactory for both parties. Once completed, we will promptly communicate the updated offer to the customer and address any further concerns they may have.

  
  Thank you for your continued assistance in facilitating this process. Should you require any additional information or updates, please feel free to contact us.

  
  Best regards,
  Muscular Moving Men & Storage

• Initial Complaint

  Date:10/11/2024

  Type:Order Issues
  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 called for an estimate to move. I was given a quote. I said I would think about it. The company reached out to me a few days later and asked if I was still interested in their company and I was. The man I spoke to gave me information and said if I wanted the date for the move I would have to sign a contract. I wanted time but I signed. He then sent me the contract and it was different from what we discussed and I asked him about the two free months storage and he said I could only have 1 month free storage. I waited a day and told my realtor who had referred me to them that I was only offered 1 month storage. She called them back and so did I and ****** said he was making an exception and I could have 2 months for free but I had to pay more fees. I told him to cancel the entire order. It was all too shady and I was lied to. They then sent me a $50 fee to book the order and then a few days later they sent me a cancellation fee of $350. I called to ask about it since I had cancelled the order 2 days after ordering it and he was very short and would not talk to me. He said I signed the contract and to pay the fee. It wasnt even two days! I am retired and have to move and I fee this company is stealing from me!

  

  Business Response

  Date: 10/18/2024

  Dear Rita,

  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the confusion and frustration you encountered during the booking process. Your feedback is invaluable in helping us improve our services.
  I understand how important clear communication is, especially during a stressful time like moving.

  
  To address your concerns regarding the cancellation fee, I want to assure you that we are refunding the $350 cancellation fee to you. You should see this reflected in your account within a few business days.

  
  If there’s anything else we can do to assist you or if you have any further questions, please don’t hesitate to reach out. We appreciate your understanding and hope to have the opportunity to serve you better in the future.

   

  Sincerely,

  [email protected]

  Muscular Moving Men and Storage

  Customer Answer

  Date: 10/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22409446, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Rita Petrie
  
  
  
   
  

• Initial Complaint

  Date:09/17/2024

  Type:Order 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 signed a contract for this moving company to bring a truck to move my belongings from one apartment to another. They never brought the truck as part of the contract I signed which was the only reason I entered this contract for this truck to be provided. I asked for a refund they said no and tried to negotiate the lowest possible refund. I was then filed a billing dispute with my bank and they supported my case and provided me a credit. This company is now trying to bill me again. I do not owe them money when they breach a contract. They were misleading to get my business.

  

  Business Response

  Date: 09/24/2024

  Hi ******,

   

  Thank you for sharing your concerns with us. We understand your frustration and appreciate the opportunity to address the situation.

  
  After reviewing your account and the chargeback process, we have sent all necessary documentation to your bank for their investigation. We understand that you have received a credit from them. At this point, no further action or adjustments to your account are necessary on our end.

  
  We value your feedback and always strive to provide the best service possible. If you have any further questions or need clarification, please feel free to reach out.

   

  Respectfully,

  Muscular Moving Men & Storage

  Customer Answer

  Date: 10/23/2024

  It has not been resolved the merchant charged my card again I need the case reopened 

  

  Business Response

  Date: 10/25/2024

  Dear BBB,

  
  Thank you for the opportunity to address ***************** concerns regarding her account *********.

  
  We want to clarify that no additional charges have been made to Ms. ****** card since the original transaction. There has been no activity or change on our end that would prompt a new charge. It appears Ms. ***** initially filed a chargeback, which was reviewed, and the bank ultimately sided with us. She then filed a second chargeback, which has been under review by the bank since October 10, 2024.

  
  We hope this clarifies any misunderstanding, and we remain available to provide additional information if needed.

  
  Thank you for your assistance in resolving this matter.

   

  
  Best regards,
  Muscular Moving Men and Storage

  Customer Answer

  Date: 10/26/2024

  The point is the business needs to eat this charge they broke the contract I never would have done business with this company had I know they were not going to provide me a truck with this move. They were misleading to get my business. 

• Initial Complaint

  Date:08/22/2024

  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.

  Please see attached letter

  

  Business Response

  Date: 09/30/2024

  Hi,

  We hope this message finds you well. We want to express our sincere apologies for the experience that ********* ******* had with our services. We take customer feedback very seriously and are committed to resolving any issues that arise.

  
  We have already responded directly to the customer regarding their concerns, including communication with the Attorney General. To demonstrate our commitment to rectifying the situation, we have added a good faith offer of $1,000, in addition to the initial offer of $610.20. This brings the total amount offered to $1,610.20.

  
  We value the trust our customers place in us, and we are dedicated to improving our services based on their feedback. If you have any further questions or require additional information, please do not hesitate to reach out.

   

  Thank you!

• Initial Complaint

  Date:08/07/2024

  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.

  A digital timeline that I can backup with e-mail evidence:June 25th: Original request for quote for moving services June 26th: Official quote received for $6,047 June 27th: Tentative reservation (Job #RLE57043) made guaranteeing preferred move date. Job ID ********** officially booked for load/pickup July 5th and dropoff July 11th 2024 June 28th: What I understood at the time to be a down payment on services of $200 was made (this was just a booking fee)June 29th: Full receipt (Invoice MOV-INV21852) of services received for $6,678 (added full value protection)July 2nd: Confirmation that upcoming move was all set. Clarification/confirmation from ******************************* that payment would not be due until beginning of delivery window (first hearing of window). Confirmed that we are "on track for July 11th"July 5th: Items picked up at our home in AZ July 9th: Received update that scheduled delivery window is/was July 11th-15th with an estimated delivery of July 16th outside the delivery window (reminders that nothing guaranteed suddenly)July 13th: New invoice received for $7,309 due same day. The b******* double-charged me for the full coverage and our items still haven't been delivered.July 14th: Invoice received due July 13th (yes....the previous day)July 15th: New update that our delivery would further be delayed until the 17th, further outside the quoted window July 17th: Same invoice received for $7,309 due same day again.July 19th: Updated invoice received for same total, which I paid the balance. Received cryptic photo of our stuff w/o context.During this time I was constantly calling them forcing them to give me updates. Their delays pushed us into a timeframe when my whole family was on vacation and not present for receiving. I worked out them mailing me the storage key. Driver did not send or turn in keys until July 30th when they were first sent, then returned for low postage, then sent again. Still haven't received and cannot access our storage.

  

  Business Response

  Date: 08/14/2024

  Dear ********,
  
  We deeply apologize for the disappointing experience you had with our service. We strive to provide a professional and efficient moving experience, and its clear that we fell short in your case.
  
  We have sent the keys and should have reached you by 8/4/24 and it is concerning that they did not arrive on time. We take this issue seriously and are investigating the cause of the delay.
  
  To make amends for the inconvenience, we would like to discuss a form of compensation for the experience youve had. Our goal is to ensure that you are fully satisfied with how we handle this situation moving forward.
  
  Again, I apologize for the delay and any frustration it has caused. We appreciate your patience and understanding, and we are committed to making this right.
  
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 08/19/2024

  As I stated in my direct email to them, $200 is an insulting amount to be offered after dealing with the gross incompetence, being directly lied to by employees, hours and hours on the phone and by email to force them to give me updates on my stuff, dealing with my wife and family's anger, not having the key mailed in a timely fashion or with tracking as promised (then lied to again about this), and having to spend three more hours dealing with locksmiths and uhaul to get access to our stuff for a grand total of things being a month late and enduring a whole lot of stress and work I shouldn't have to do a long the way. If they came up to $500 including the costs of the locksmith etc. I would accept that.

  

  Business Response

  Date: 08/29/2024

  Hi ********,

  
  I sincerely apologize for the frustration and stress youve experienced. Its never our intention to make anyone feel lied to, and Im truly sorry for the challenges youve faced throughout this process.

  
  We can process a refund for the locksmith services you had to arrange. Could you please provide the receipt so we can take care of that immediately for you?

  
  I appreciate your patience as we work to resolve this matter.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  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.

  On 4/1/24 I signed Order for Services for local move scheduled on 5/18/24. Estimate was for 6-7 hours, 3 crew, 1 truck. Cost estimated between $1810.36-$2036.11. This included $217.28 for Full Replacement w/ $500 deductible. Move took almost 12 hrs. Several furniture pieces damaged as well as art work. Lead crew member had been in ER night before and was clearly very ill and 2 other drivers very inexperienced. I understood they charge by hour and could be additional cost if they went over, but feel these other factors impacted time it took to complete move. Ended up paying $2932.13, well over estimate. No packing or boxes moved as did this on my ownjust furniture. Due to damage, followed process to file claim. Had to be filed within 10 days, so claim ended up not including all items damaged. Unable to get true estimates of cost to repair due to time frame to file claim so gave guess as to cost. Submitted pictures, estimates and receipts during process. To date have paid $1495.14 to repair and still have repairs pending. Company offered settlement of $750 - $500 deductible = $250 which amounted to $27.72 compensation after subtracting what I paid for full coverage. Did not agree/sign & asked for further review nothing changed. Did not accept as I would have been prevented from filing complaint or posting any negative reviews, and settlement was not reasonable. Submitted negative ****** review and owner stated in response damage was inexcusable; comp offer of what amounts to $27.72 after paying x-tra for insurance unacceptable. He acknowledged other failures on company part. That is great, but I am still out the cost of repairs, cost of move, and the time and stress of dealing with this. Im sorry and will work to make things better are just words. He (owner) is reportedly the one who offered unreasonable settlement, so if he is stating damage was inexcusable and offer unacceptable, why is he not doing something more to compensate?

  

  Business Response

  Date: 07/30/2024

  We appreciate your feedback and understand your concern. Our team always strives to provide the best service possible and handle every item with care. We are genuinely sorry to hear about the damage to your furniture and artwork, the challenges you faced with our insurance process, and the extended duration of your move.

  
  Your feedback about our teams performance and the condition of your belongings is concerning. We are dedicated to ensuring our staff are well-prepared and supported, and your comments highlight areas where we need to improve.

  
  I understand that our initial settlement offer did not meet your expectations, and I apologize for any additional stress this has caused. As per our phone conversation, we are waiting for approval for the compensation for your damage repairs.

  
  Thank you for bringing this to our attention. We value your feedback and are dedicated to resolving any concerns that you may have.

  Customer Answer

  Date: 07/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/09/2024

  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 paid $4665.00 to Have the Muscular Moving Men come and pack and move all of my home, garage, patio and utility room furnishings and belongings. including my potted plants from my 2 bedroom townhouse to a new home I purchased 5 minutes down the road.They came out to my house, they looked at everything and measured everything then gave me a quote. I was fine with the price and scheduled the move for Jan. 18th and 19th 2024. They did not finish moving everything and said they would come back the next day to finish, I had done alot of the packing myself before they arrived so I was surprised to hear that. The next day they did not arrive and I found multiple items damaged that they had moved. A couch, mattress, coffee table, night stand, tree statue, picture frame and another statue. I called for two weeks to see when they would come back out and to report the damages. No one would ever answer the phone and no one returned my calls from all the messages I left. I finally contacted my real estate agent who had recommended them. they would not return their phone calls at first either. The real Estate agent ********************* was finally able to talk to them and they emailed me a settlement offer (which I have attached) they said they would give $588 and i would have to sign a document saying I would not go to the better business bureau, I would not leave any bad review or go on social media. I was to pay to have it notarized and then send it to them and only then would the give me the $588. I asked for $1088 to cover most of the repairs to the items damaged I did not even ask for the money back which I feel I am owed because they did not complete the job, as they never returned. I also feel that they are trying to bully me and threaten me against going to the BBB or making any complaints. I am an 81 year old woman who lives alone and this is not right.

  

  Business Response

  Date: 07/10/2024

  Hi *****,
  
  Thank you so much for taking the time to share your feedback. I'm truly sorry to hear about the issues you experienced with your move. We genuinely care about your experience and want to make things right.
  
  We understand the frustration caused by the delay and the lack of communication. It's clear that we fell short of our standards in this instance, and for that, we sincerely apologize. Your situation was further complicated by the processing time of our third party claim processor. You could have told us as well right off the bat to that you did not agree with the settlement and wants more or have told us what you want to settle this once and for all. And we regret the inconvenience this caused.
  
  Please know that were already addressing these concerns internally and will be reaching out to you to sort this out. In the meantime, if youd like to talk to someone right away, please give our office a call at ************. We're here to help and ensure that your concerns are resolved.
  
  Thank you for your patience and understanding. We appreciate you bringing this to our attention and giving us the opportunity to improve our services.

• Initial Complaint

  Date:06/21/2024

  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.

  Move from ****, ****** to *******, ********** The move was supposed To take place June 15th and 16th loading up And unloading June 18. I was made to pay for the move prior to unloading, which is unheard of, Supplies were not provided. A truck was not provided. What was supposedly only professional movers were not provided. These were day laborers that were not drug tested background, checked or professional, movers or packers. They In favors from friends that just worked in freight company. Over $10,000 worth of damage items were not packed but thrown into boxes recklessly in addition the company has shown no remorse other than telling me to file a claims report and its common knowledge that Im not going to get any of my money back for the items that were damaged. The emotional pain and suffering. Also, in Addition there were inappropriate texts, Along with promises over text made with ***** the sales representative who sold me on the entire job and collected the money. The company has told me to have my lawyer send them a letter they have offered no remediation. In addition, neighbors just informed me that the truck driver, who by the way was not contracted, but was doing a favor because this job was not organized so that violates everything I paid for, Backed into a stone structure leading into the neighborhood that neighbors took pictures of the police were called, and the driver just denied that he had done it. There is security footage and this is now involving many neighbors and the police department and yet this business is doing nothing to make it right. They have my money for a service that they did not provide and they need to make that right and send it back. Theres not enough time to get into the details, including the fact that one of the Packers ate one of the cans of soup out of my pantry and put it into wrapping paper and packed it. This is the carelessness that represents the fraud that I paid for, and I am not being reimbursed for right now

  

  Business Response

  Date: 06/23/2024

  We appreciate your feedback and understand your concerns. Our team always strives to provide the best service possible and handle every item with care.
  
  Regarding the specific situation with the dog's urn, it appears there was a misunderstanding. It was packed in a box that was provided by the owner. While our team did their utmost to ensure everything was packed, loaded, and delivered according to our contract, we regret that some damages occurred. We are committed to following our claims process to address these issues appropriately.
  
  We acknowledge that the owner was not onsite during the packing process, which may have contributed to some of the confusion. Our goal is to always improve our services and communication, and we appreciate your patience as we work through this.
  
  Thank you for bringing this to our attention. We value your feedback and are dedicated to resolving any concerns you may have.
  
  

  Customer Answer

  Date: 06/24/2024

  The box lid was set aside for your movers to pack, no moving company would see that and assume someone paid for loose items to be thrown into a truck. I paid for packing, and with multiple boxes that was big provided. There has been zero reimbursement as well for packing supplies that the mover stated he did not have because this move was not on his schedule. In addition, since the police were called as your non contracted help (breach of contract and payment) backed into a large stone structure damaging it and leaving on ************** roads yet built privately so both private property and city, we now can confirm that the freight driver in possession of my belongings was in fact not contracted nor was he a mover, he was paid by one of the contracted movers last minute. You have yet to reimburse me for breach of contract, gross negligence of all personal items, and negligent hiring. There is no disputing with the photo evidence and video footage of gross negligence, and negligent hiring. In addition to the above, my possessions were given to a contracted driver and moved once in ******** and then another time moved to a freight truck driven by a non contracted, non professional mover, none of this was per the contract and could have avoided multiple damages. Your hired mover and I lastly unpacked a wrapped can of empty soup stolen from my possessions, eaten and wrapped up and taped in a box. This is so far beyond claims and damages and it needs to be handled accordingly, you owe me money for a job paid for and not remotely delivered upon as well as breach of contract.