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:02/20/2025

  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.

  West LA Hauling Junk Removal caused significant damage to the floors during the removal process, costing us $3,200. We have video of the floors before the companys arrival, and pictures of the damage afterward. Despite this, the company will not allow us to file a claim with their insurance company.Additionally, the company:- left garbage in the front yard - left appliances and items in the cabinets - did not remove anything from one of the large rooms - left a ton of garbage on the curb overflowing into the street (thankfully the firemen helped us with this)- and lastly, they used the toilets in the house but did not flush them, leaving a mess We do not want anyone else to have to go through this experience, which is why we are filing this complaint.

  Business Response

  Date: 02/20/2025

  Hello this is ******* from west la hauling we are a small family business. When i got the call from client he stated that he did not want to pay more than $700 which is nothing to what we charge per load he stated to leave all furniture and items outside sidewalks that city will take care of it I spoke to my business partner and decide to help out even though the price was very low for us but we decided to help the client when we arrive to the place everything furniture floors were full of ashes I honestly do not saw any scratches after job was completed I do not know where did they came from there was not heavy furniture that we brought from backside that would of scratched the floors like that.. in addition to that we offer to fix it even though we did not do the damage!! customer was extremely rude saying owners did not want to speak to us they were just keep on asking for insurance all the time and not letting us fix it ..we were risking our own health by breathing the bad quality air we began clearing out an entire home I myself was there making sure everything when smoothly customer was on the phone as well FaceTime with me most of the time. To be honest I feel terrible thinking we were helping the customer not knowing what customers real intentions were towards us we are willing to fix it on our end thats not a problem on our side. Willing to pay someone to fix it out of our pocket.. thank you and I hope everything gets resolved. 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22969088
  
  I am rejecting this response because:

  The conditions of house and the neighborhood as well as the scope of the job were explained over the phone when asking for quote. Based on this, a quote was provided verbally and then digitally, which was accepted.  We accepted in part because the company states on their website that they are insured. 

  We were not trying to be rude in stating that the home owners were upset with condition of house after services were rendered. 
  

  The fact is that owners withheld $3200 from our security deposit because of the floor damage that was not present before services were rendered, and that was present after services were rendered. If the company removed all furniture from house, it is nearly impossible that floor damage could have been created after they left. 
  

  We are not in position to meet them at house, or to authorize access to house, or work to be done at house because we are no longer tenants and no longer live in the area.
  

  We are out $3,200 because of the damage, and ask the company to file an insurance claim to seek reimbursement. 

  Sincerely,
  
  ********* *******

  Business Response

  Date: 02/21/2025

  We are willing to get this floor fix please provide home owners information to schedule a time so we can send someone professional in floors to fix it doesnt look like a major scratch to be charging that amount of money. We are in the best terms to fix this matter as soon as possible. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22969088
  
  I am rejecting this response because:
  
  Thank you for facilitating this process. Unfortunately, the companys responses remain inadequate and fail to address the fundamental issue. Their proposalssuch as visiting the property (which is not feasible) or offering to fix the floors despite having no qualifications or standing to do soare not legitimate solutions.
  
  
  The central concern is that this company advertises itself as insured, yet when damage occurs, there appears to be no actual insurance claim process available to customers. If the company is insured, it should provide clear details on how customers can file claims with its insurer. If no such process exists, then advertising as an insured business is misleading and may constitute deceptive business practices.
  
  
  I do not accept their response as satisfactory, nor do I agree to close the matter. I would appreciate clarification from the BBB on how businesses that claim to be insured are held accountable for following through when damages occur. This is not just about my caseits about ensuring future customers are not misled into believing they have protections that do not, in practice, exist.
  
  
  Thank you.
  Sincerely,
  
  ********* *******

  Business Response

  Date: 02/27/2025

  Please understand we are fully insured and stand by that, but we are not giving my insurance for something we did not do I was there and we were extremely careful with the floors we are very concerned about this matter I do not know why is this customer truly intentions are trust me if I knew we damage your floors I wouldve personally give you our insurance but we didnt please provide home owners info to send floor specialists to FIX IT!

  like I said we are willing to hire a specialist in floors to fix it. Our intentions are honest and we are a small family business honest reliable and hard working. 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22969088
  
  I am rejecting this response for all of the reasons previously stated.
  
  Sincerely,
  
  ********* *******