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:05/18/2024

  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.

  Muscular Moving Men claims that I cancelled a move one day before a "scheduled" move date. I dispute a $750.00 charge to my **** credit card account and request that the company take immediate action to cancel the wrongful charge to my **** account. The Cancellation Policy to which the company relies appears in the companys Order for Service. I did not sign the companys Order for Service dated March 12, 2024, nor did I sign it as requested by ******, the company's **************** representative on May 14, 2024. My last communication with Muscular Movers occurred on March 20, 2024, when I returned ************************* March 19, 2024 voicemail message. During that call, I notified ****** that I could not confirm a March 29th move date. He took that date off the companys move calendar. This communication was my last communication with Muscular Movers about a move date. Curiously, on the evening of May 14, 2024, I received a voicemail message from ****** in **************** who claimed that I had confirmed a scheduled move with the company for May 15, 2024 and an arrival window. He also stated that he wanted to confirm some information with me. Further, he advised that the company had not received back a signed Order for Service from me. and that he would need the signed Order for Service document returned back to the company before the end of the day (May 14, 2024) so that they could have the move confirmed a move date that I never communicated to Muscular Movers. Further, I signed no agreement in connection with either ************************* March 12, ***************************** his telephone request to pay $75.00 to hold a tentative March 28, 2024 move date. And, the written Estimate for Services ****** sent to me does not contain the Cancellation Policy that the company relies on to charge me $750.

  

  Business Response

  Date: 08/27/2024

  Thank you so much for reaching out. We awarded *********************************** a refund of $750.00 on August 1st, after their third chargeback request. This decision was made to address the issue thoroughly and ensure the matter was resolved.
  

  Customer Answer

  Date: 08/27/2024

  
  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:12/19/2023

  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.

  My realtor gave me this # for movers I called talked about each item that is heavy including 2 fridges then all items bags he added (3 wardrobes for hanging clothes 3 big boxes I told him I can’t help I’m a senior fall risk & 3 recent fractures he asked if I wanted him to hang clothes I said yes I can’t carry them he said required to rent his items quote on phone 9/12/23 $******* moving entire home I said I older senior no income please don’t take advantage scam me can’t afford much more than this he said no more than $*** if I need more rental boxes, I agreed if they put everything in rooms & put in order he said 2-3 men can come the night before move 2 beds truck will have room 10/6/23 (new keys) I said how much he said $*** call us as soon as you receive keys ok I called off and on all day each person said they never heard that before one said they will say anything to get your business never showed up never called back that was so disrespectful since I wanted hours, the next morning 10/7/23, stayed two hours 2 boxes total now he said $******* $******* the $**** was quoted 9/12
  I stated (how!) only have 1 fridge now I sold 1 last night so it should be less now since you didn’t bring the wardrobe or xl boxes I paid for rentals included he said I’m so so so sorry you have to pay & sign we have to leave what! last night here that isn’t right sighed . Bought wrenches s he doesn’t know metic regular got both took bed apart are you returning No
  After he loaded bed to ******** he followed, after he unloaded he said sorry my boss called 6 times honest on phone almost entire time have another job boss is mad, I’m leaving no my bed is in garage if you sign will take bed up since garage dinning bedrooms are all piled high boss said sign or I can’t return, bumped staircase signed later changed price again, no price when I sign never said more due, went to home 3 almost FULL closets hanging clothes odds & bags sent several emails & calls agreed to half return nothing

  

  Business Response

  Date: 12/22/2023

  Dear ******,

  
  Thank you for bringing your concerns to our attention regarding your move on 10/7/2023 and the complimentary service on 10/9/2023. We appreciate your feedback.

  
  Upon reviewing your case, we acknowledge that the initial quote for your move was based on an estimated duration of 3-4 hours, with a maximum cost of $********. However, it appears that the actual move took 6.75 hours, resulting in an adjustment to the final amount. It's important to emphasize that our service operates on an hourly basis, as outlined in the signed order for service.

  
  We note that a second crew was dispatched on 10/9/2023 to provide additional assistance, free of charge, to address any outstanding tasks from the previous move date that exceeded the initially allocated time.

  
  We understand that moving can be a challenging experience, and we apologize for any difficulties you encountered during the process. As a gesture of goodwill, we will be refunding $** for the cancellation of the full valuation protection.

  
  Your feedback is invaluable to us, and we take it seriously. We appreciate your understanding and the opportunity to address your concerns. If you have any further questions or require additional assistance, please feel free to reach out.

  Customer Answer

  Date: 12/22/2023

  MM is not being truthful for one thing 1 guy was working hard 2 were standing around way too much playing xl ball in  front yard even my neighbors were asking what are they doing? Went with me to look for tools in my neighbors tool box 2 hour waste (total) why didn’t they bring tools to disassemble 1 bed? I had all the tools but all ready loaded to front of truck had to go to hardware store they were sitting before I left and when I returned could have unloaded the closets but were full when I returned with 2 sets of tools, I have never heard of movers leaving the house full of hanging clothes odds & bags only having 5 hours to get out, I have 3 adults with me a bronco, truck , and a pathfinder each were completely front & back full by 11:45 pm the next day a crew took the bed up assembly & took all the equipment the crew had left , that is it . my helpers that I called to help are really  upset as well they left all that stuff never told me or them it is being leftin the closets never had a finally  walkthrough since I called talk to a lady several times

  i agreed to about 1/2 $*** or the $*** extra charge $*** ****** *****

   

  

  Business Response

  Date: 12/27/2023

  Hello ******, thank you for your response. We sincerely apologize for any inconvenience caused by the absence of necessary tools and any confusion surrounding the events. Upon further investigation, we discovered that the complexity of disassembling your bed was a significant factor in the challenges faced during the move.
  
  Regrettably, the intricacy of the bed's assembly was not communicated to us prior to our arrival, which contributed to the unexpected delays. Typically, we encourage customers to inform us of any intricate pieces or special requirements in advance to ensure proper preparation on the day of the move. To address this issue, we took proactive measures by dispatching an additional crew on 10/9/2023 specifically to complete the move of the bed.
  

  We kindly request a direct phone call with you to delve into the specific issues you experienced. It's worth noting that a complimentary service was promptly provided the following day. Additionally, your Bill of Lading (BOL) was signed on 10/7/2023 at 14:26 (attached), confirming the completion of a final walkthrough and the satisfaction of item pickup/delivery. Our records differ from the account presented, and we believe a detailed discussion over the phone would be beneficial to clarify these discrepancies. We appreciate your understanding and look forward to resolving this matter together.

  Customer Answer

  Date: 01/10/2024

   Sorry  sent the last response using the wrong BBB contact, said I had 5 days contacted mmm immediately talked to phone attendant she stated the only one I could talk  to handle this issue ***** ******* he in charge left a long message the call was 5 minutes total since mmm asked for me to call directly although they left no name or phone number to handle this promptly it has been a week no return call from anyone. Again if I didn’t state before i Didn’t sign or approve for $****,one of the pages with a typed/ computerized signature is dated 06/10/2023 10:48am, another page states 07/10/2023 2:25 pm  again these dates are not mine signature is computerized the email & address states phoenix again not mine, these 2 different dates , how about all the clothes full in the closet, the items around the house we never had a walk around on either house, thought they were returning, I was taken advantage of for sure when this 1st happened I called & emailed several times to talk about the charges and my former house being full of clothes, thank you ****** *****

   

   

   

   

• Initial Complaint

  Date:12/01/2023

  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.

  October 30, 2023 the movers came to take my things to ********* with a delivery window of 11/4-11/8. 5 men packed the truck in ******* 2 men dropped off on 11/14 at night in the dark. I was assured when I hired the company the movers would be equipped with tools to assemble my **************** They had none. I was told they lost the bed frame then later said they found it. Turned out it was only parts to the bed frame and they rigged it up to look like it was assembled. The middle bar is missing along with other ****************** is not attached. The boxspring is ripped. I have called on a daily basis they blow me off and do not ever return calls. I am single, I don't have help-I need them to send someone to take bed frame out that they ruined and put together a new one that I have had to purchase since. What can I do? I need compensation for this nightmare and wonder how this business has an A rating with you-might want to reevaluate that. Thanks

  

  Business Response

  Date: 12/07/2023

  Hi ****, we are so sorry to hear about your experience and look forward to attempting to resolve this for you. Please note, our operations team has attempted to call you multiple times and has not received a call back to help in scheduling the company to help put the bed together. However, please note that a refund is being mailed to your address of record for your residence. Again we apologize for any delays and hope to help resolve this issue as quickly as possible.

• Initial Complaint

  Date:10/15/2023

  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 hired this moving company in July of this year. They damaged several pieces of expensive/antique heirloom furniture and a trophy *********. The damages were calculated at $5000 from a reputable furniture restoration company in ******* and a local taxidermist. I filed an insurance claim with them and they offered my $500 for all of it. This is clearly not enough to have the furniture repaired. After reading reviews of this company I regret ever having hired them.

  

  Business Response

  Date: 10/16/2023

  We appreciate the opportunity to respond to ***********************'s BBB complaint regarding her damage claim filed on 7/31/2023. We understand her concerns and would like to clarify our position in this matter.
  *********************** chose our Full Valuation coverage with a $500 deductible when signing her agreement. It is important to note that in accordance with our claims policy, the valuation of items is subject to depreciation based on their age. After evaluating the age of the items, the current value of all items was determined to be $975. Considering the deductible, the calculated payout amounted to $475.
  We acknowledge ***********************'s dissatisfaction with the outcome of the claims process. However, it is essential to highlight that she signed our company agreement, clearly outlining the terms and conditions of the coverage. She also acknowledged her understanding of these terms.
  Regrettably, *********************** initiated a credit card chargeback related to the claim. As a result, we are bound by our policy, which prohibits discussing the claim further once a chargeback has been filed.
  We regret any inconvenience this situation has caused ***********************. We take all customer feedback seriously and continuously strive to enhance our services. If she has further concerns or questions, we encourage her to reach out to us directly through channels not related to the chargeback, and we will do our best to assist her within the boundaries of our policies.
  Thank you for bringing this matter to our attention. We remain committed to resolving customer concerns and appreciate the opportunity to address this complaint. 
  
  

  Customer Answer

  Date: 10/17/2023

  The company claims that the "value" of the furniture is based on their age.  Yes, some of the pieces are old - they are irreplaceable antiques.  The couch is a custom piece with an original retail value $20,000.  It was in pristine condition prior to the move.  The desk set had to be donated due to it's condition. The Mahi Mahi was a $200 repair alone, which I have already done. The claim is not replace the items, but to REPAIR them.  If they can repair them for the $500 deductible I would be thrilled to have them do it.  Finally, the $500 deductible was not made clear to me by the "salesman" who sold me the service.  He told me the company was insured for damage/loss during the move.  I assumed the company would take care of the damages in an appropriate way to bring the furniture back to it's original condition.  Again, this is all I am asking for.

  

  Business Response

  Date: 10/17/2023

  Thank you for your prompt response. Regrettably, we find ourselves in a situation where we are unable to proceed with any further discussions regarding potential settlements. This limitation stems from the chargeback you initiated with your credit card company. It's crucial to understand that we operate as a moving service, not an insurance provider. The coverage we offer is designed to address damages that might occur during the moving process, which, as you know, can sometimes result in minor damages.
  
  We strongly advise referring back to the terms outlined in your order for service, where you agreed to and acknowledged our terms, including your coverage options. These terms are in place to ensure clarity and fairness in such situations.
  
  We are more than willing to engage in a discussion to find a resolution, but it's imperative that the chargeback is first resolved. We appreciate your understanding and look forward to resolving this matter once the chargeback issue has been addressed.

• Initial Complaint

  Date:02/06/2023

  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 had a successful move from (an apartment in) Phoenix to Chandler, AZ on January 12, 2023. During the move, one of the employees of the moving company damaged a chandelier light fixture in the apartment I was moving from. The light fixture was permanent hardware in the apartment. The gentleman who broke the fixture acknowledged it and took a picture. He also suggested I take a picture. No one was upset, because mistakes happen. Less than 30 days later, I received the bill from the apartment manager, which I paid. The next day, January 30, 2023, I forwarded the charges to the moving company. Ultimately, I was advised they would only pay $75 out of the $150 damage, due to it being 10 days past my move date. My property was not damaged. There was damage to the apartment itself by an employee of Muscular Moving Men & Storage. I believe this company should pay for the damages.

  

  Business Response

  Date: 02/08/2023

  Hi *******, Victoria attempted to give you a call earlier this week to remedy this situation. We are willing to reopen the claim, as we did discuss with management as well as the crew. Please give us a call to resolve this issue. Thanks so much!

• Initial Complaint

  Date:10/24/2022

  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.

  Movers stole my 55" tv and all me jewelry from box: 1634441-002

  

  Business Response

  Date: 10/27/2022

  Hi there, Please give us a call at ************. I would love to assist you on this matter. My name is **********;and I am the general manger. We do have a claims process and I would love to get this resolved for you asap! 
  

• Initial Complaint

  Date:09/23/2022

  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.

  My wife and I hired Muscular Moving Men to move items from our recently sold home to our new home. We purchased the warranty they offered us to cover any items they damaged during the move. While moving the items from the truck to the garage, one of their movers stepped in grease and slipped while moving our refrigerator out of the truck. He managed to catch the refrigerator and was so impressed with his catch, that he proceeded to walk into our home without any foot protection and go grease footprints on our brand new carpet installed the day prior to request the video footage of the event because he thought it was a great catch. We notified Muscular Moving Men about this along with other damages they caused and they told me they would take care of all damages. Although they did take care of the wood damages caused to my desk an bookcase (items they moved), but told me they do not clean carpets and would only pay what the insurance policy covers which is $50.00 per incident. I told them that the damage to my carpet was from complete neglect and that my carpet is not something they moved and therefore should be taken care of in full since their employee walked in knowing he stepped in grease and failed to wear foot protection on our brand new carpet. I was told my ******** from their office that if I pursued this any further that they would deny any of my other claims on the insurance. I did in fact leave a one star review for them and am in the process of informing the Attorney General of their business practices and I do not believe my claim or complaints should have anything to do with the remainder of the damages that still remain and should be covered under the insurance that I purchased. This company should honor the insurance they sold on all the items them damaged that did not get repaired rather than deny any the insurance they sold me because I pursued my complaints further.

  

  Business Response

  Date: 01/17/2023

  We do not agree with ****** complaint, as we have been very communicative over the course of the claim process and ultimately stopped receiving responses.

   

  ***** attempted to file 2 chargebacks and ending up losing both. Below are the events and dates associated with the customers account.

   

  July 9^th  Move completed

  July 12^th  claim opened, explanation of issues discussed with ******

  August 2^nd  claim was submitted with photos and documentation.

  August 5^th  claim information sent to repair tech - to be scheduled.

  August 17^th  received invoice of repairs for service completed:

                  Addressed: Broken bed slat, chipped desk, wall scratch, uneven bookcase, bookcase ladder, small bookshelf, large bookshelf, and massage chair.

  Heard from client repairs to certain items were not acceptable.

  August 18^th  ***** was informed another repair technician has been scheduled to fix the issues of the previous repairs. Carpet still cannot be addressed by these technicians out of the scope.

  August 22^nd  **** scheduled repairs for 9/9

  September 10^th  received invoice from ****.

  September 19^th  Reached out to ******************* for estimate of repairs for carpet cleaning

  September 27^th  resolution for remaining items (oil spill included) sent. Max ****** of $50 for oil stain and *** $50 for massage chair as it was not repaired to their standard. 

  October 3^rd  received email from ***** letting me know he has filed a CC chargeback in amount of $300.00 for the oil stain and requested I alter the claim resolution to show we are not paying for the oil stain, informed him I am unable to do so as he filed a chargeback. Threatened to forward us to the attorney general and the BBB.

  October 11^th  accounting sent in information for the chargeback. MMM included information about claim coverage, claim process and settlement info.

  October 18^th  ******** lost the chargeback.

  November 15^th  reached out to ******** to offer a cleaning service to at least attempt to clean the oil stain.

  November 21^st  Second chargeback filed.

  December 16^th  claim closed for inactivity.

  January 6^th  Second chargeback lost.