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:05/14/2025

  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 April 22, 2025, I hired Mahogany Run to move my 80-year-old disabled mother from a studio to a one-bedroom in *********. I told ******, the office manager, that the move should take no longer than three hours. When my partner and I did it ourselves less than a year ago, it took under two and a half hours, including drive time.The movers arrived at 9:20 AM. Only one of the two movers workedcarrying one item at a timewhile the other stayed in the truck. I had to help to avoid delays. I asked for a dolly three times and was told, Theres not enough stuff. My mom had fewer than ten boxes, a chair, a mattress, and a few ********* the new apartment, they again refused a dolly. I moved all items from the elevator to her unit myself while they stayed downstairs. The movers left at 12:30 PM.Later that day, I received a bill for six hours totaling $774.21, claiming they worked from 8:00 AM to 2:30 PM. In reality, they arrived at 9:20 AM and left at 12:30 PM. The company appears to be charging me for truck prep and drive time, which was never disclosed.I immediately contacted ******, who said she would speak with the owner, *****. They then sent a revised invoice with only a $20 discount, which I found dismissive and unprofessional. I offered to pay $350 plus the $80 gratuity I had already given. I stated I would escalate the matter if not resolved. Ive followed up six times via phone, email, and text with no response.This bill is inaccurate and unfair. I was forced to do much of the work myself, and the time reported is false. I am seeking a corrected invoice reflecting actual service hours (9:20 AM to 12:30 PM), totaling no more than $350, plus the $80 gratuity already paid. I appreciate your help ensuring this matter is resolved and not sent to collections. Full description attached.