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Business Profile

Moving Services

Rocket Moving Services, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 August 17, 2024, I hired Rocket Movers to assist with the relocation of my four-bedroom home, for which I paid a total of $1,800. Upon completion of the job, I encountered several issues that I feel need to be addressed.Firstly, the movers displayed unprofessional behavior by requesting additional payment after the job was finished. Despite my providing them with an extra $100, they continued to ask for more, which I found inappropriate.More importantly, I am concerned about the handling of my two large smart TVs. They were not wrapped properly for the move, and upon arrival at the new property, they were not unwrapped either. Unfortunately, when I opened the TVs, I discovered that they were broken.I brought this issue to the attention of the company, but they were unwilling to agree to a refund for the cost of the TVs.I would appreciate your guidance on how to resolve this matter satisfactorily.Thank you for your attention.

    Customer Answer

    Date: 10/21/2024

    Receipt

    Business Response

    Date: 10/21/2024

    To Whom It May Concern,

    We have explained to Ms. ***** that, according to the terms and conditions she signed, the coverage for her move was limited to $0.60 per pound, per item. This was clearly communicated to her prior to the moving date, and she signed the agreement acknowledging these terms. (Please see the attached file for reference.)

    In response to her damage claim for two televisions, we made efforts to resolve the matter, despite the fact that we were unable to test the TVs on the day of the move as the cords had already been removed. Nevertheless, we honored her claim and, after some negotiation, offered a final settlement of $350. We also clarified that, based on the agreed coverage, the televisions would not have weighed enough to warrant a payout near $350. However, out of a sense of moral obligation, we extended this significantly higher offer. Despite multiple attempts to explain this to her, she has threatened to post negative reviews across various platforms and social media.

    The offer remains available if she decides to reconsider.

    Sincerely,

    ********
    Customer Service Officer
    **********************

    Customer Answer

    Date: 10/24/2024

     I am rejecting this response because:

    The issue regarding the handling of my televisions during my recent move is unresolved due to these reasons. Unfortunately, the moving team did not unwrap the TVs upon delivery, nor did they wrap them properly to ensure adequate protection during transport. I have photographic evidence of one of the televisions showing it was insufficiently covered.

    Given the company's commitment to 100% customer satisfaction, I believe this situation falls short of the standard you strive to maintain. Your team assured me that full bubble wrap would be used to protect the items in which i paid extra for, yet my televisions were not properly wrapped, which resulted in damage. Accepting $350 as compensation for a $750 TV, along with a $450 TV, seems unreasonable under these circumstances.

    I trust this matter will be reviewed promptly, and I look forward to a fair resolution.

Rocket Moving Services, Inc. is NOT a BBB Accredited Business.

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