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:10/06/2022

  Type:Product 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 did not receive all of the items I put into storage, and when I filed a complaint it was immediately, and carelessly, dismissed without any effort to contact me and ask further questions. I now have no other option to resolve this issue, nor can I write a review about it.

  

  Business Response

  Date: 10/07/2022

  After reviewing the account, it appears that all items that were originally bar coded and assigned to the account were delivered and signed for at the time of delivery. Therefore that was the reason the claim was denied after the Claims team did their due diligence and emailed the denial. After emailing the denial, we had not heard back up until now, but we would be happy to re-open the claim one more time if you would like to email us back for another consideration.

• Initial Complaint

  Date:10/02/2022

  Type:Delivery 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.

  - Date of transaction: 6/1/22-9/21/22 - Amount paid to business: $563.69 (including $100 partial refund)- Business committed to provide: full-service moving, storage, and shipping service for college students on- and off-campus. Free coverage of up to $100 per item and ensured safety and security for belongings.- Nature of dispute: The amount I was refunded does not properly cover the inconvenience I was caused by the business nor does it cover the damages to my items. The business did not arrive during my set delivery window due to an "emergency." I spent over 2 hours during my delivery window communicating with customer service trying to get them to provide me with a workaround however the only resolution they could provide was in having another team delivery my belongings late in the following day. I explained to the business that this was unacceptable as I had two personal helpers fly down to help me ****** and settle in and that they would be leaving before the new delivery date. The business only offered apologies and I told them I could only accept the new delivery date if I were to receive substantial financial compensation. I had to speak with multiple managers and supervisors regarding compensation and I was told I could either accept a partial refund of $100 or nothing; I accepted the refund although this amount was less than 1/6 of my total at the time and did not cover the amount that was spent on plane tickets for my two helpers. I also filed an insurance claim for three damaged items (totaling approximately $125) that was promptly denied due to fine print in their damages policy which provides little to no coverage.- Whether or not business has tried to resolve problem: Yes, to an unsatisfactory degree. The business rescheduled my delivery date and, upon multiple follow *** from my end, issued a partial refund. They resolved my insurance claims with no compensation.- Order number: #******

  

  Business Response

  Date: 10/05/2022

  **********,

  Thank you for your feedback and again I do apologize that there was a logistical emergency that caused a delay in your delivery. This type of occurrence is extremely rare, but can unfortunately happen and the refund you were provided in the amount of $100 was above and beyond our Terms and Conditions as we do value your time as our client. In regards to the claim, while I do standby the decision of the claims department based on our Terms and Conditions, we will reopen and process as an additional courtesy for the delivery experience inconvenience. Thank you again for your business and have a great academic year!

  Customer Answer

  Date: 10/05/2022

  
  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,
  
  Darryelle ***
  
   
  

• Initial Complaint

  Date:09/24/2022

  Type:Delivery 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.

  We dispute the charge posted on Thursday, September 1, 2022 for failure to deliver goods and services per contractual obligations.Dorm Movers, **** (DM) did not fulfill their contractual obligation to deliver stored items at no cost. On Tuesday, May 17, 2022, we scheduled a delivery appointment for Monday, August 29, 2022. DM confirmed that items would be delivered at no cost between the hours of 2:46 PM and 5:45 Eastern Daylight Time (ETD).On Monday, August 29, 2022, DM called us from an unknown number and we missed the call. We promptly called back at least 30 times over a 15-minute period. We also responded promptly to the text message from DM that we were available and waiting for the delivery. We continued to call and text DM for several hours between 2:30 PM and 4:30 PM ETD but DM never replied to any of our attempts to contact them. Finally, at 5:00 PM ETD, DM responded by phone that they would not deliver our items, even though the delivery window was still open and regardless of the numerous attempts to contact DM that we were indeed available at the address to accept delivery of our stored items.When we attempted to reschedule the delivery, we were told that it would cost us $299.99 since we allegedly were not at the delivery address at the time. We attempted to resolve the failed delivery for several days with DM but they would not compromise or deliver our stored items at no cost per our contractual agreement. We provided evidence that we were at the delivery address at the agreed upon time and that they canceled the delivery even though the delivery window was still valid.DM held our items in lieu of payment forcing us to pay for delivery even though we firmly believed that DM failed to deliver our items at the agreed upon time therefore breaching our agreement.My last communication with DM was by text on Friday, September 2, *********************************************** shortly.

  

  Business Response

  Date: 10/05/2022

  ************,

  While it does appear that we tried calling you on the original day of delivery, I also do see the calls you made to try and reconnect on the day. I am sorry that we were not able to connect and delivery back on the original day and will further investigate where the breakdown occurred. As such, we will go ahead and refund the $299.99 fee that was charged on September 1, 2022 as requested. Thank you again for your business and have a great academic year! 

  Customer Answer

  Date: 10/05/2022

  
  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:09/11/2022

  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.

  My stuff was stored this summer. When they were delivered to my dorm, I did not receive all of my things. I put in claim, made calls, texts emails. Finally was told they would escalate the problem but have heard nothing again. No one answers calls or messages!!! Not sure what to do and need my things.

  

  Business Response

  Date: 10/05/2022

  Apologize for the delayed response here, but it appears all items that were inventoried and charged for were delivered. The customer did file a claim and we have requested additional information in order to come to a conclusion, but without additional insight the claim has currently been denied. We will gladly reopen the claim if the additional information is provided and can be reevaluated. 

• Initial Complaint

  Date:09/09/2022

  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.

  HAS BEEN A NIGHTMARE!! MY DAUGHTERS BOXES ARE STILL NOT DELIVERED, and they are threatening they will throw away the boxes or asking me to pay $299 in addition to $368 we paid when we set up! We set up and paid $368 for the movers on May 8th. The price included delivery on Friday 08.19.22. A day before we checked the portal to reconfirm everything, it said no date has beenselected. When we tried to select a date it said you have to pay $299 Icalled that morning at 9:00 am and the first thing the prompt said is if you can, communicate in text we will call you back, I chose not to and continued to hold for over an 1.5 hr, the call went to voicemail so I left a message. I called again after holding for anotherhour the call dropped. I dialed 3rd time and chosethe text prompt. I sent the text at 10:20 am, and did not hear back till mid afternoon. They insisted the date was never scheduled. but theywill deliver on Monday ****. My daughter took the day off from class on 0**** and they kept rescheduling by text to later in the day. shecalled that evening they said they were sorry but we will come tomorrow, My daughter said I will be in class after 9:30 so they promised her that.In the evening I called them to confirm, Afterbeing on hold for over 30 min, they kept insisting they *** ud but the text on that came at the end of the day after my Daughter called them up. They told me the deliver is at 11:30-2:00 for tuesday, But I told them they promised her before 9:30. They came while she was in class and she was unable to get back in time. Since thensince then been hounding my daughter that she needs to come pick up the boxes from a warehouse they will not discloseinformationon till we dont pay $50. MY daughter has no means to go to the warehouse and pick up boxes, and yesterday they texted her saying they are going to throw away the boxes if she doesn't pick the up today, or pay $299 to deliver with no guarantee of delivery on the days she is not in class.

  

  Business Response

  Date: 09/16/2022

  We are terribly sorry for any inconvenience caused by the service. Based on our records we attempted to deliver your items on 8/23/22 but were unable to reach the contacts listed on the account. Since that time, the Warehouse pickup was approved at no additional cost and no additional charges were made as the items have since been retrieved and back in your possession.  

  Customer Answer

  Date: 09/17/2022

  That is all INCORRECT. The attempt to deliver on 08/23/22 was unsuccessful because that was the day "AFTER" the delivery agreed day of 08/22/22. 08/22 was the day when she took off from class and waited all day! When they no showed on 08/22 and she called hat evening, You told her you would deliver on 08/23 and there was a disconnect between the warehouse and you, She has already told you to be in class after 9:30 am and she will NOT be available after that time. Yet she got a text that  scheduled after that and came that afternoon when she was not there.  NO The items are NOT IN OUR POSESSION , because my female student child has no ability to hire a uhaul and drive away to a warehouse and go pick up her boxes. She has been hassled by your company that that is the ONLY option she has or her boxes will be thrown away despite her saying she has no way of doing so. There is a serious disconnect and COMMUNICATION Problem  between your warehouse and scheduling department.  In this entire process, we are getting texts saying one thing while the customer service rep on the phone is promising something different. So yes you may have approved a warehouse pickup and waived the $50 fee to pick up, However every time she has been called telling her that she has said I CANNOT COME AND PICK UP THE ******** It was your company's fault that you did not deliver on the promised date, and then picked a date and time when she was not available to accept delivery, and now there is no option of delivering her boxes back to her!! She CANNOT Come and pick up the boxes from your warehouse she has already told your reps multiple time. AND...if you have no record of the boxes it means the you have thrown them away!!! The only way this issue can be resolved is first you fix your communication between your warehouse and your records, And 2. Schedule a date to deliver the boxes back on a date and time that my daughter will be available and then you keep that schedule and promise of delivery!!

  

  Business Response

  Date: 10/05/2022

  At this time it looks like all items have bee delivered back to the customer and no additional charges were incurred as promised. We sincerely apologize for any inconvenience caused and wish you a great academic year!

  Customer Answer

  Date: 10/11/2022

  
  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:09/07/2022

  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.

  On april 26th, I contacted Dorm room movers so thy could come and pick up my stuff from my dorm. The registration was around 40 dollars and i was never informed that I will be charged for storage cost of around 735 dollars. I was charged for 4 months and I only stored my stuff for over 1 month, I asked and they told me that i should have read the terms and policy but i feel like this information should have been delivered to me when I seeked services from them. I wasn't told anytime during that call that I was going to be charged for a 4 month storage. I feel like I deserve a refund. I've already gone through disputing the charges but they keep on saying it was in term and policy. This is a huge scam and I feel like I'm entitled to a refund. I don't want a lot college students to go through what i did hence why am making a complaint.

  

  Business Response

  Date: 09/08/2022

  Dear *****,

  We're terribly sorry for your frustration and misunderstanding about our pricing. We aim for complete transparency which is why we list our pricing online for anyone to see at dormroommovers.com/pricing. We also showcase our pricing throughout the ordering process online. In your case you spoke to an agent to register your account and they reviewed with you prior to collecting the card for the registration payment and subsequent storage charges, that the pricing for our storage is per item based on what is picked up for storage up to 4 months. The storage charges for your 5 boxes and suitcase were actually under $360.  Our storage service is packaged in a way that includes the pickup and delivery on the featured dates of the campus and as such a minimum term is needed to cover these labor costs.The balance of the charges on your account were related to the shipping freight & handling of your items from **** to CA.We welcome any suggestions to make our pricing more transparent as we never want this misunderstanding to occur. Again we apologize for any confusion and frustration. 

• Initial Complaint

  Date:09/07/2022

  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.

  I spoke with DRM and signed up to use their services on 2/23/22. I spoke with them extensively asking a ton of questions and answering them as well. They gave me an estimate of $650 to store my daughters belongings. I kept asking, will this fit, will that fit and they said yes. I assumed yes meant it would fit in the storage unit at no additional chare. At that time, they should have told me that they charge per item. Plus they never mentioned that if you do not use their boxes that you have to purchase from them and use ********** boxes, they charge you 50% more for not using their box. When I received my bill on5/21/22, after the move, it was $1954.10 not $650. This is absurd. I asked for the breakdown and asked them how they charge you. I learned that they do not use a storage unit rather a warehouse and you get shelves. For a stack of three under the bed plastic drawers, $62.10 per drawer. These drawers only cost $20 each. They did not take them apart, rather they put a label on each drawer so they could charge you for each drawer. They charged me $62.10 for an empty laundry basket and the same for an empty trash can. For the items that could not be boxed up such as a headboard or a nightstand, everything came damaged and they will not take any responsibility for the damage because it was not wrapped. Apparently, they dragged the headboard along the floor because it was filthy and we had to purchase a new one. They broke the wheel on the night stand and chipped it so we had to throw that away as well. One of our fabric storage boxes looked as though the stored items on top of it and was ruined and so was a pillow that looks as though something was spilled on it. For $1900 you would think they would wrap the unboxable items or take responsibility for the damaged items. This company preys on our of town college kids. They get you to sign up for their service at a fee of $39.99 and then totally s**** over students. It is a SCAM!

  

  Business Response

  Date: 09/08/2022

  ***,

   

  We apologize for the misunderstanding and dissatisfaction with our pricing and claims settlement. Our agents were working to resolve your billing questions you had over the summer via email ,however we stopped receiving responses from you so the issue was assumed as resolved. Our pricing is listed online at dormroommovers.com/pricing as well as throughout the ordering process. In addition, it does appear that the claims denial was assessed correctly per our terms and conditions and again, we did not hear back from you until this posting. As we value all of our customers, we are going to do an additional review on both the original pricing and claim you filed and see if there is anything else that can be done for you and please expect an email back with us within 72 hours. 

• Initial Complaint

  Date:09/02/2022

  Type:Billing 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.

  Dorm Room Movers is a complete dishonest scam preying on college students. They get your credit card and charge you more than their website states and then continually bill your credit card for additional amounts. They hang up the phone when you call and say also say they are escalating the problem but don't. Dorm Room Movers charged over a **** to store 4 boxes a mini fridge and microwave and a few other small items. I have never paid more than 400 for a similar storage. They did give me a small credit but it was still about ******. They were supposed to mail the 4 boxes to a different address than the drop off but didn't. Now we don't have our 4 boxes. They said to fill out a claim online on our account but they have removed all our information and there is no longer an account online. It is clear they refuse to help resolve their mistake and are a scam. They charged an additional ***** fee when we discussed having the boxes mailed which was also not disclosed it just showed up being charged. They said they would mail our boxes and didn't as well but we now have no account information to refer to so all they say is the items were delivered. over a **** is robbery and a scam when they mislead on the website. Then they keep adding additional charges without disclosure the most recent a ***** charge and also didn't mail the boxes as directed and agreed upon. I have to figure out how to get the boxes and pay someone else to pick them up and mail them. They don't pick up there phone and when I do get them they say they are escalating it but obviously they aren't because they have my money and they have deleted the account. Can't file a claim with them as they said I should because there is no longer an account. They are a scam or they would also keep our account information available and they have our money as well as unauthorized charges and didn't mail the boxes as directed. I can not upload documents because they deleted the account information.

  

  Business Response

  Date: 09/07/2022

  Dear ***, We apologize for your frustration and misunderstanding about our pricing. Our records show that you had ********************* May. We shipped one box immediately as requested which delivered on 5/25. Due to the distance and size of that package, the *** freight costs totaled over 100, which was shown to your student prior to purchasing the shipping label.  The remaining 13 items were stored for the summer and delivered to your requested location at *******************. Your account still exists online and is in a completed state as the items have now been delivered. The charges had been reviewed and even though they were correct per our pricing listed online at dormroommovers.com/pricing,  our team discounted further as a courtesy which you also had mentioned.  While we understand you were hoping for a lower cost, our prices are completely transparent and shown on our website and throughout the ordering process which your student completed. The $50 charge you mentioned was for the warehouse handling fees when you requested to pick up the items at the warehouse. When that was cancelled, it was refunded and the items were then delivered at no cost back to campus. Again we apologize for the frustration and misunderstanding of our pricing. We are very open to any suggestions you our your student may have to make the pricing even more transparent as it is never our intention to mislead anyone on the costs of our services. If you need assistance accessing your account or filing a claim, our support team can be reached by email as well at **********************************

  Customer Answer

  Date: 09/18/2022

  I initiated a complaint on Dorm Room Movers about 2 weeks ago.  I received a few emails from the BBB but didnt realize they needed a response as I just thought it was stating my complaint.  Somehow I saw yesterday that I was supposed to respond and because I didnt the case was closed.  I appologize for not realizing I needed to respond.   I am sending this email with my response to Dorm Room Movers and hoping you can reopen the case.  If you even review some of the other BBB claims or information regarding Dorm Room Movers you will see that Dorm Room Movers isnt an ethical company.  They prey on young college students, they overcharge, charge without authorization and make it seem that are an honest and helpful company.  They are not.

  
  

  Responding to Dorm Room Movers message I will first say that again they are dishonest and manipulating what they have represented.  They are a scam and they lie and they pretend to be responsive but they are not.  First, in my original complaint I stated that Dorm Room Movers was supposed to mail 4 boxes to our home address and deliver the remains items to *******************.  On Friday, August 26th my daughter and I contacted Dorm Room Movers to ship the 4 boxes to our home and the remaining items to the college.  They took all our information, confirmed the 4 boxes would be shipped and other items delivered to the college the following week. During our conversation, an unauthorized charged by Dorm Room Movers showed up on her account for $50.  The representative on the phone discussed the approximate price range/cost for shipping each box but never mentioned this 50 unauthorized charge.  When we saw it pop up we were socked and I asked why we were being charged *****.  When caught he appologized and said it was a warehouse handling fee for getting and mailing the boxes. (They have your credit card info and charge unauthorized charges and it is near impossible to get them to reverse charges and they say they are looking into it, escalating the situation but do nothing.  I wasnt allowed talking to a manager until after at least 10 calls to them, especially after they didnt mail the packages, that I said I would contact the BBB and dispute the charge on my credit card.). Also, there is not supposed to be any additional charge for the return delivery of the items.  They agreed to mail the 4 boxes and the ***** charge showed up and they said that was for a warehouse fee for handling the boxes to mail.  Although unauthorized charge it supports my position that they agreed to mail the boxes and didnt.  They claim that the job is complete as they returned the 4 boxes and remaining items to the college.  However, the job isnt complete because the boxes were supposed to be mailed.  To demonstrate the manipulations and dishonesty of Dorm Room Movers, they deceptively state, Our records show that you had ********************* May. We shipped one box immediately as requested which delivered on 5/25. (I never disputed anything regarding this box. What they didnt acknowledge were the 4 other boxes that they agreed to ship to our home per the conversation on August 26th and they day of the unauthorized charge of 50 for supposedly a warehouse handling fee for mailing the boxes.  I talked to another 2 or so Dorm Room Movers Representatives the following few days to confirm the boxes to be shipped and the address of the remaining items to be delivered to the college the following week.  Every conversation I was told the 4 boxes will ship and the remaining items will be delivered to the school.   Therefore the service/job isnt complete as they state.  As they didnt deliver per the instructions.  

  
  

  I dont understand their statement that Your account still exists online and is in a completed state. When my daughter or I login in, it states it is completed but there is no other account information available or information that was available previously.  We were in shock when we could no longer see any of the information and is another example of their dishonest statements and dishonesty as a service provider.  They want to remove the information so you can no longer reference it and secure information from it.

  
  

  If you look at the Dorm Room Movers website the prices arent transparent and they prey on young college students.  Its misleading and regardless excessively expensive.  Dorm Room Movers did discount some of the charges for storage but it was still a ridiculous amount to pay. I have had other children store items over the summer and it was no more than ***** a month for 3 months.  My daughter thought based on the website that the cost would be significantly lower than what we saw when the charges appeared on our credit card.  We are not the only families to feel the same way about the lack of transparency on the website and the excessive charges if you look at other BBB complaints about Dorm Room Movers.

  
  

  Dorm Room Movers statement about "the $50 charge you mentioned was for the warehouse handling fees when you requested to pick up the items at the warehouse."  That is another dishonest statement as there is no additional fee to pick up and deliver the items back to the school per the agreement.  And as mentioned above it showed up during our conversation with Dorm Room Movers without authorization when we discussed and set up the mailing of the 4 boxes that were never mailed.  Further dishonesty is their manipulated statement, When that was cancelled, it was refunded and the items were then delivered at no cost back to the campus.   1. Nothing was cancelled.  2. It was set up for the 4 boxes to be mailed and the remainder of the items be delivered to the school. 3. I called at least 8 times to try to address the boxes not being mailed and it was almost always impossible to reach anyone.  When I was able to, they said they would look into it and escalate the situation.  But nothing was ever done and all they did was act like they were looking into it.  It wasnt because anything was cancelled that I got a refund.  It was after telling Dorm Room Movers I would look into other ways to address it that they finally refunded my money.  The refund was posted a few days ago when if it had been because I cancelled anything it would have been posted much earlier as the delivery to school was on the ?.  This was just another manipulation and dishonest statement on their part.

  
  

  They also told me I should file a claim about my boxes not being mailed.  When I tried to run through that hoop, was when both my daughter and I found out we couldnt file a claim online through our account because there was no longer an online account with any information on it.

  
  

  They make it seem that they are helpful but they arent.  But more importantly they are manipulative and dishonest.  Their prices are misleading on their website.  Both my daughter and I had a different impression of the costs based on the website than what showed up as charges and on my credit card.  I would suggest BBB take a look at that as well.  But because my boxes were not delivered as promised and arranged for and are still sitting in a hallway at a school in ***********, as well as their continued dishonesty and excessive charges, I still request a refund of ****** and the better business bureau look into their practices.  

  
  

  Sincerely,

  
  

  *******************

  

  Business Response

  Date: 12/01/2022

  Our team has been working directly with this customer to try and get any and all of the issues resolved directly to work to a fair conclusion to the issues presented by the client.

  Customer Answer

  Date: 12/02/2022

  I have resolved financially my dispute with Dorm Room Movers.  Our case is closed and over.  However, Dorm Room Movers is a dishonest company and is extremely difficult to deal with. They manipulate everything they can to appear honest and helpful.  They are not.  I would advise others to find a different moving and storage company.  They are also outrageously expensive and their marketing materials are deceiving.

   

  I appreciate the BBB support and want to make sure that BBB has a record of this company's unsatisfactory record.

• Initial Complaint

  Date:08/30/2022

  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.

  1. Date of Transaction: My son *********************** is a student at *****************. At the end of the 2022 school year in May I reached out to Dorm Movers in ************ to schedule a pick-up of his 7 boxes (which they provided) for summer storage to be returned to him on August 17, 2022. Dorm Moves were initially scheduled to pick up his belongings at ***************** Dorms on May 6, 2022, between the hours of ****. They did not show up and did not call, text or email to reschedule. My son had to find a friend who would be willing to store his belongings since he had a plane ticket for that evening to return home to *******. The dorms were closing their doors for the summer. We were able to reschedule for May 13, 2022. 2. I paid the business the following:August 15, 2022$224.42 July 31, 2022 $77.00 June 30, 2022$77.00 May 31, 2022 $77.00 May 23, 2022$1.72 May 17, 2022 $34.79 May 12, 2022 [Refunded $10.00]$10.00 May 04, 2022$10.00 3. The business committed to storing my son's 7 boxes in a safe, climate-controlled environment and to return all 7 boxes at the scheduled date and time which was August 17, 2022, by 5 pm. To this day **** has not been able to retrieve his belongings. We have called every day, waited for ************************************************************* supervisor was able to tell us what happened with his belongings. To top it all off they decided to charge my credit card without my permission a total of $224.42 for delivery which NEVER happened. 4. I need you to know that every attempt was made to try and resolve this dispute. They never returned any of my calls, disconnected the line after placing me on hold and would not connect me to a supervisor when I asked to speak to one. My son needed his stored belongings to start the school year and so far we cannot get anyone's attention to help us resolve this unbelievable situation.

  

  Business Response

  Date: 09/08/2022

  Dear ***,

  We apologize for the delays in returning your son's items.  We are happy that your items were delivered now and that this has been resolved. The charges you were referring to are for the monthly storage of your items.  When the items were requested to be returned, the associated fee for the shipping to return it was shown during that process online which amounted to $224.42. Again, please accept our apologies for the delay and we hope your son has a great semester.

• Initial Complaint

  Date:08/25/2022

  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.

  Dorm Room Movers mislead me and created a nightmare for me to acquire my items from storage. First, the picked up my items over 3 hours late from the scheduled time window. We had to get an exception from Pace to allow them more time. Getting my items out of storage was another story. I live over **** miles away from ** so I first contacted Dorm Room Movers to have my son's items sent to ****************** and not back to Pace. They informed me that they could not do this that it was outside their radius. I was then told that we could pick up our items on August 26, 2022 so I scheduled a third party mover for pick up of these items. After paying over $750 dollars for the mover, Dorm Room Movers informs me that they cannot have my items available for pick up on August 26, 2022 but instead the new date is August 30, 2022. After informing them of how I was mislead and told my items would be available, they back-stepped and said they had to approve it first and the Warehouse Supervisor said they couldn't meet the request. After the struggles and tension, I agreed to August 30, 2022 and after being told I was charged $50 for the handling, they told me they would "try our very best" to have your items available for pickup on the 30th? I have to arrange a moving company in advance and this ***************** does not care about my logistical problems after they finally can confirm when my items will be available for pickup. For all readers, please do not use this company. They will give you the biggest run around.

  

  Business Response

  Date: 09/07/2022

  Dear ****, we apologize for the frustration and inconvenience you experienced with your move. Our movers work very hard to meet the time estimates provided however we missed the **** with your pickup. As you can imagine, moving day in *** is very intense and difficult for everyone involved but nonetheless, it is our goal to meet the time estimates.Regarding your delivery, our service is structured to deliver back to the same campus or provide shipping services to transfer to a new school. In your instance, we were unable to deliver with our movers to your new campus due to the distance.  Due to lateness of identifying the address entered was outside of the range, we experienced some challenges coordinating the warehouse pickup. We are happy we were able to coordinate the pickup on the 30th and that you received your items. Again we apologize for the delays and that your experience was not as smooth as intended.