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:06/13/2025

  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.

  I am complaining of several serious issues with Lugg. For context, today was my first time using Lugg, which I contracted to move a couch from another persons apartment to my own. First, and most importantly, Lugg severely overcharged mebilling for a physically impossible amount of time at drop off. As the below screenshots prove, the movers arrived to my apartment for drop off at 12:13 pm. They left around 1:30. However, as demonstrated on my attached receipt, I was charged for 255 minutes4.25 hoursof drop off time. Obviously, this is an egregious billing error that should be remedied as soon as possible.The next most significant issue is the serious damage incurred to my apartment and couch during the move. As indicated in the below photos, the Lugg movers seriously damaged my wall (chipping the paint almost completely off of one side and denting it) and my couch (staining it red and ripping the underside). I have also included a photo of the couch pre-move so as to evince the level of damage.Finally, the Lugg process was overall problematic. I initially booked a pickup window between 9-10 am, only for my Lugg to be delayed by 45 minutes. Once I had waited about 30 minutes longer, Lugg reassigned me to a different ****** who was 30 minutes away. Lugg then reassigned me to a third ****** that was 51 minutes away. The severe lateness and disorder caused me to miss work unexpectedly, losing out on wages for the day.Given the fraudulent charges, severe property damage, and lost wages, I incurred significant losses from using Luggs service. I expect appropriate renumeration as soon as possible.

  Business Response

  Date: 06/17/2025

  Dear Macie,

  Thank you for sharing your feedback, and for giving us the opportunity to make this right.

  We want to sincerely apologize for the experience you had during your recent Lugg. We understand how frustrating it must’ve been to deal with billing discrepancies, damage, and the overall disruption to your day. That’s not the level of service we aim to provide, and we truly regret that this was your first impression of Lugg.

  Our Customer Support and Damages teams have been in ongoing communication with you to address these issues. We’re grateful you brought everything to our attention, and after reviewing the details you provided, we’ve issued a full refund for your trip as well as reimbursement related to the damages incurred. We’re glad to hear that you accepted the resolution, and our team is continuing to follow up to ensure everything is fully settled.

  Please know that your experience has been shared internally so we can improve future service — and again, we’re very sorry for the inconvenience caused.

  If there’s anything else we can do for you, don’t hesitate to reach out. We look forward to providing you with a better experience in the future! 

  Warmly,
  Team Lugg

• Initial Complaint

  Date:05/23/2025

  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.

  I used lugg to move yesterday and it was a terrible experience. The movers showed up in the appropriate time window at 11am but they did not start moving any items for 30 min. Both men moved very slowly when doing everything. I moved a lot of the boxes and bags myself so that it was mostly the heavier items that I could not move myself. I was quoted for 3-4 hours for my move because I live in a one bedroom on the 1st floor and I was moving to an elevator building 5 minutes away. They took 313 minutes to load the items and 212 to unload according to the invoice. Which is approximately 8.75 hours in total. The men would take a break everytime they would bring an item to the truck they would not come back for 10 minutes. I'm not even talking about the furniture they would do this if they moved a box or a bag. I think they were increasing the time on purpose because lugg is fare based on the time it takes. I went outside and saw them several times just sitting down by the truck. They know it's being changed by the minute and they took advantage of that. The total of the invoice came out to ******* for the amount of time they took. I had budgeted for somewhere around 970 because I was told a one bedroom would take 3-4 hours. This was not right what these men did they and I was trying to call lugg all day to get ahold of someone from customer service and there is not phone number I can call. I sent an email and several chats without any response. This is horrible customer service. I have used ******************** in the past with ok experience but I have never had this happen. For a one bedroom apartment move to take over 8 hours is excessive and unwarranted. I would like at least a partial refund for the excessive amount of the time the movers wasted sitting in or around the truck it does not seem right to have a business model that encourages the workers to take a longer time and charge the customer in excess to make more money.

  Business Response

  Date: 05/26/2025

  Hi *******,

  Thank you for taking the time to share your experience. We're truly sorry to hear that your recent move with Lugg did not meet your expectations.

  We understand the move took significantly longer than anticipated, and we sincerely apologize that aspects of the experience fell short of our standards. After reviewing your trip and the concerns you raised, our support team looked into the situation and responded to your email with a resolution within 24 hours.

  As a result, we issued a refund of $540, which reflects a reimbursement for 3 hours of labor. This refund was processed back to your original payment method, and we hope it helps demonstrate our commitment to making things right when something goes wrong.

  Again, we're very sorry this was your experience with Lugg. Its not reflective of the service we strive to provide, and we appreciate your past business. If theres anything further we can do, please dont hesitate to reach out.

  Sincerely,

  Team Lugg
  

• Initial Complaint

  Date:04/10/2025

  Type:Customer Service 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 used Lugg to help me move on March 1st. During the move, the movers left my belongings unattended at the loading dock and numerous of my belongings were stolen. I subsequently filed a police report. However, when I reached out to Lugg about their insurance policy regarding theft during a move, they repeatedly gave me the run around saying they will only comply with the authorities and gave me an email address to provide the police. Despite this undue burden, I called the authorities and passed along the email, but they said they wouldn't contact them. They said Lugg could contact them to confirm the report, but they won't email the company. I understand that Lugg would need to verify the theft, which is why I sent them a copy of the police report. Still, they would not communicate with me about being compensated for the theft that occurred during the move. I have sent multiple emails to no avail. I am incredibly disappointed with the customer service I have received and wish I never used Lugg to begin with. The estimated value of theft was $3,500. Due to the horrible customer service, I am also asking for the cost I paid for the movers to be refunded.

  Business Response

  Date: 04/11/2025

  Hi Veda,

  Were truly sorry to hear about your experience, and we understand how upsetting and frustrating this situation must be. Our team takes incidents like this seriously and is committed to cooperating with law enforcement to provide any relevant information needed to support the investigation. Please feel free to encourage them to contact us. Again, we regret that your experience hasnt been ideal. If you have any additional questions or further documentation to share, please dont hesitate to reach out to us directly at ********************************************************.

  Best,

  Team Lugg

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23187719
  
  I am rejecting this response because you again are not responding to my complaint. I am seeking compensation for my stolen items during this move and a refund for the moving services. Your only response is that you will cooperate with authorities, but the police dont need your assistance. They have the information already. I already went into detail about the police and have provided you with the police report. There is no need for the police to contact you. They said they wont be doing outreach to your company, but you are welcome to call them to confirm that a police report was filed. **************.

  Your own website states you are backed by an insurance policy to replace items, but you consistently keep skirting my attempts to file a claim. Is this false and deceptive marketing then? Please read my original complaint and be responsive to what I am seeking. Thank you.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/15/2025

  Hi Veda,

  We're truly sorry for your experience. To clarify, our insurance covers damage to items or property while in the care of our crew it does not cover theft by third parties. When theft occurs, the proper process is to file a police report so we can cooperate with authorities if they feel their investigation warrants reaching out to us. We understand this is a frustrating situation and want to reiterate that we're here to help however we can. Please feel free to follow up with our team at ******************************** if you have any additional questions or concerns about your Lugg.

  Best,

  Team Lugg

  
  

• Initial Complaint

  Date:03/28/2025

  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.

  Initial Quote:
  Base fare: $45.60
  Driving Distance: (12mi x $2.68) $32.16
  Labor (60 minutes x $1.94) $116.40
  =
  An Estimated Price of $205.80
  And this was an estimate based on “a few items”
  
  They do a base charge of something between $80-$99, but below $100
  
  The time they say the clock started is when one Lugger comes up stairs, but he says he has to wait for the second Lugger to find parking…. The second Lugger doesn’t not come upstairs till literally beyond THIRTY minutes later. I have footage of the first Lugger doing nothing, but sitting down in my house while we wait for this man. Just for me to go outside and confirm that all he did was pull into my drive way. So it took 30 minutes to go into the obvious spot? All of this is documented with video footage that the business says they don’t care about because what they say the time is the time is. I also have documented proof that they completed the drop off as my secondary location quicker than inputted into the app because the second Lugger literally texted me confirmation in advance, but I didn’t even care about that inconsistency because they were still within the allotted time I priced them for. I have an issue with greed, lies, and deception. They updated my timing to say that it took them an hour and eight minutes to move a couch and a mattress one way and 39 minutes when they reached the secondary location.
  The base fare changed to $46.26 for reasons unknown to me, but the timing is where the real deception lies.
  Labor @ Pickup ( 68 minutes x $1.94) $131.92
  Labor @ Dropoff (39 minutes x 1.94) $75.66
  The driving distance stayed the same at $32.16
  They charged a new undisclosed booking fee of $17.12 as well bringing the total to now $303.12
  That is almost $100 difference than my initial quoted price with timing inflated 47 minutes beyond what was actually done. They’re insane swindlers who should not be allowed to run a business

  Business Response

  Date: 03/31/2025

  Hi there,

  We appreciate you reaching out and sharing your concerns. We take billing accuracy very seriously and are more than happy to review your trip details to address any discrepancies. However, we have not received any of the footage or documentation you referenced. If you could kindly send those materials to ****************, we would be happy to investigate further and assist you.

  Looking forward to resolving this for you.

  Best,

  Team Lugg

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You already stated in the emails that it doesn’t matter to you what documentation I have that’s just how you calculate Lugg minutes. “If parking required more time—such as if there were no spots close to the building or if the crew had to walk from a farther distance—this could affect the total labor minutes.” To pretend it’s the upmost importance now is facetious. 
  
  Sincerely,
  
  
  
  S P******

  Customer Answer

  Date: 03/31/2025

  Shardonnay

  Business Response

  Date: 04/01/2025

  Hi there,

  We appreciate you reaching out and understand your concerns regarding the labor time calculation. Our labor minutes policy—including the inclusion of parking, wait time, and other necessary steps in the moving process—is outlined in our Help Center: *************************************. We strive for transparency in our pricing, and all customers have access to this information before booking. Additionally, when booking, it is noted that your estimate may be higher or lower based on actual labor time. 

  We ask that you kindly send the documentation that contradicts the GPS timestamps we provided to ****************, and we will investigate further.
  

  Additionally, as you have removed your payment method and refused to pay the outstanding balance, we are unable to issue any adjustments or refunds at this time. If you would like us to review your billing further, we are happy to do so, but we would need the full payment to be processed first.

  We value your feedback and appreciate the opportunity to clarify our policies. Please let us know if you have any further questions.

  Best,

  Team Lugg

  Customer Answer

  Date: 04/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Lie again. I never removed my payment method. I paid with ***** *** from the very beginning and ***** doesn’t allow you to store my card. The way you write to try and paint yourselves as the victim of someone purposely taking actions to circumvent you is hilarious. Live in reality. You, again, doubling down, and trying to say that 30-45minutes to find parking is a justified inflation shows that you are the ones actually intentionally trying to inflate prices to line your pockets. Your bait and switch will not work and I’m now just here to be another ding on your BBB profile because the reviews show that this is a common tactic you use. I wish your business nothing, but failure and hope that there’s others who search the BBB before booking without in the future so you can’t pull this on others. Cheers! 
  
  Sincerely,
  
  
  
  S********* P******

• 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.

  On Feb 06, 2025, Lugg employees/contractors picked up a couch from my home. They damaged the walls. They offered to compensate me yet, but the offer would not adequately cover the damage. Their offer is 1/4 of the cost to repair the wall. They want me to pay out of pocket for the repair before they reimburse me for the repair. This is unacceptable to me as they have numerous lawsuits against them and I have NO confidence I will be reimbursed. I've asked them several times to contract someone to repair it and this way no money is exchanged. They refused. There is no human to speak with. I do not want them to do this to others.

  Business Response

  Date: 02/21/2025

  Hi *****,

  Thank you for reaching out. We understand your concerns and appreciate the opportunity to clarify our process.

  Our standard procedure is to reimburse for damages once repairs have been completed to ensure we cover the exact cost. However, our damages team emailed you with additional options, including the ability to pay the repair vendor directly upon completion, so you would not have to pay out of pocket.

  We recently followed up (yesterday 2/20/25) via email regarding this matter. Please reply to that thread or reach out to ******************************** for further assistance. We're happy to work with you to find a resolution.

  Best,

  Team Lugg

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22970456
  
  I am rejecting this response because:

  The Lugg solution and/or policy for upfront payment by me for damages caused by Lugg are unacceptable. The expectation that I would absent myself from my professional duties to obtain repair quotes, coupled with the inherent risk that Lugg might subsequently reject said quotes, imposes an undue burden. This process is not only inefficient but also exposes me to an unwarranted financial risk. Furthermore, given the numerous past and present lawsuits involving Lugg, it is unlikely that any licensed contractor would have confidence in Lugg's ability to provide appropriate reimbursement. 

  I remain committed to achieving an amicable resolution; however, the current proposals are unacceptable and inadequate. 
  

  Please ensure resolution to this matter that is fair and equitable. 
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/25/2025

  Hi *****,

  We want to reiterate that we are not requiring you to make any upfront payment for the repairs. As mentioned in our previous response, we offered multiple resolution options, including paying the repair vendor directly upon completion so that you are not out of pocket.

  To move forward, we kindly ask that you respond to our email from 2/20/25 so we can assist you further. Our team is happy to work with you to reach a fair and equitable resolution. Please reply to that email thread or reach out to ******************************** at your earliest convenience.

  Best,

  Team Lugg

• Initial Complaint

  Date:01/23/2025

  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 paid for Lugg movers to move multiple pieces of furniture and various items from my old apartment to a storage unit. I discovered pieces of jewelry missing from a jewelry box handled solely by the movers. When I reached out to Lugg they refused to help resolve this issue or refund me as a result of me not receiving the service that I paid for.

  Business Response

  Date: 01/24/2025

  Dear Saudia,

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and understand how upsetting this situation must be.

  After reviewing your move from October 2024, we noted that the jewelry box in question was not listed among the items in your move request. Additionally, we have not found any evidence to suggest it was handled or transported during your move. That said, we remain committed to assisting in any way we can.

  We also reached out to your assigned Luggers, who confirmed they do not recall handling a jewelry box during the move. The driver noted that the truck was cleaned thoroughly after your job, and no loose items, including jewelry, were found. Both movers have been on the Lugg platform for over three years, have completed thousands of jobs, and received more than ***** 5-star reviews, with no prior allegations of this nature.

  Weve previously recommended filing a police report to ensure the matter is thoroughly investigated, and we remain fully prepared to cooperate with law enforcement as needed. While were unable to provide a refund in this case, please know we value your trust and remain committed to delivering excellent service to every customer.

  If you have any further questions or concerns, please dont hesitate to reach out to us at ********************************************************.

  Sincerely,

  Team Lugg

• Initial Complaint

  Date:10/14/2024

  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 am writing to file a formal complaint against Lugg for their failure to provide moving services as contracted on September 23, 2024. I am requesting a full refund of $65.50 for the incomplete service.On the day of the service, the movers arrived and immediately caused a disruption by removing traffic cones on my street, leading to significant congestion. This **** unwanted attention from my neighbors and passersby. Once they arrived at my building, the two movers began arguing loudly about how to park their vehicle. The argument quickly escalated, leading to physical shoving and verbal abuse between the two movers, which became so alarming that a pedestrian started filming the altercation.When the movers entered my building, one of them, who was visibly limping, stated outright that he did not want to work. Despite my efforts to ensure the job proceeded smoothly, the two movers continued their argument inside the building, causing further disruption and discomfort to my neighbors. Eventually, both movers refused to complete the job. The items were never delivered and were returned to the store instead.Following this incident, I reached out to Luggs customer service on multiple occasions to request a refund for the incomplete service with no valid responses. I believe I have been scammed. Given the unprofessional conduct and their failure to complete the job, I am requesting a full refund of $65.50.

  Business Response

  Date: 10/15/2024

  Dear ********,

  We are truly sorry for the experience you had during your scheduled Lugg service on September 23, 2024. This is certainly not the level of professionalism or service we aim to provide, and we sincerely apologize for the disruptions and inconveniences you faced. We want to assure you that we have already responded to your most recent email on September 25, 2024, at 3:39 PM PT. From our records, it appears that the email has been seen but not yet replied to. We kindly recommend that you respond to our email so we can continue to assist you and work toward a resolution. Additionally, our support team will be following up with you shortly.

  We truly appreciate your patience and look forward to making things right for you. Please do not hesitate to reach out if you have any further questions or concerns.

  Best regards,
  The Lugg Team

• Initial Complaint

  Date:09/29/2024

  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 use Lugg for brand new appliances from ***** ********* store. All the appliances were brand new no damage. Upon arrival to the house, I witnessed the movers had no moving blankets. The appliances were not strapped in correctly, and they did not have the Proper Dolly. I watched as they proceeded to drop my refrigerator and then refused to bring it in because it was a tight squeeze. This refrigerator is highly electronic and it was dropped right on the top side where all the electronic is there’s also scratches all along the sides of the refrigerator. Not only that but they proceeded to damage both my washer and my dryer dryer is not working. I’m getting error code and I am completely disappointed in the customer service claim line. I should not have to pay anything for this move. I also need to be refunded for all three of my Appliances. The amount of damage is quite immense, and as I said, I witness them drop my appliances as well. I am not happy with the service I would not use again. Please refund me for all three appliances that are now fully damaged.

  Business Response

  Date: 09/30/2024

  
  Dear Leticia,

  Thank you for bringing this to our attention, and we sincerely apologize for the experience you had with your recent move. We understand your frustration and take incidents like this very seriously.

  We want to assure you that our damages team has been in contact with you and is committed to making this right. Please follow up on their most recent email for further assistance.

  We appreciate your understanding and will do everything we can to address this matter. If you have any further questions, please feel free to reach out.

  Best regards,
  The Lugg Team

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The response is just saying that they will respond in five business days. This inquisitions started the moment that the appliances were dropped in mishandled. It has been five business days and I don’t have a resolution and I need to replace all the appliances as some of them are not working Correctly and Inconveniences my children and I
  
  Sincerely,
  
  
  
  Leticia H*****

  Business Response

  Date: 10/04/2024

  
  Dear Leticia,

  We understand how frustrating this situation has been for you, and we sincerely apologize for any inconvenience caused.

  As mentioned in our previous correspondence, we reached out to you on September 27, 2024, at 12 PM PT and are currently awaiting your reply to move forward with resolving this matter. For your reference, we’ve already included the email thread in our earlier response, which details our attempts to address the issues you've raised.

  Please check your inbox for that communication and reply at your earliest convenience so we can continue working toward a satisfactory resolution. 

  If you need further assistance or if you’re having trouble finding our previous email, please email **************** so we may further assist. 

  Best regards,
  The Lugg Team

  Customer Answer

  Date: 10/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Again the response does not fix the issue. ******* reviewed washer machine and its not useable. My warranty was voided. 
  
  Sincerely,
  
  
  
  Leticia H*****

• Initial Complaint

  Date:08/30/2024

  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.

  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against Lugg, Inc. regarding significant property damage caused during a moving service and the company's inadequate response to my compensation request.
  
  Summary of Incident:
  On August 1, 2024, I hired Lugg, Inc. for a moving service at my home. During the service, the movers, employed by Lugg, caused substantial damage to my hardwood floors by sliding a heavy coffee table across the floor, resulting in deep scratches and gouges extending from the foyer into the living room.
  
  Steps Taken to Resolve the Issue:
  
  August 1, 2024: I immediately reported the damage to Lugg’s support team via email, providing photos and a video documenting the extent of the damage.
  
  August 6, 2024: Lugg offered me a refund of $238.50 for the moving service and an additional $600 to cover the damage. This offer was significantly lower than the professional repair estimate I received.
  
  August 6-19, 2024: I provided Lugg with a detailed repair estimate from a reputable flooring company, ***** ********, which totaled $6,880. This estimate was based on the necessary work to restore the floor to its pre-damaged condition.
  
  August 19, 2024: Despite my efforts, Lugg refused to fully compensate me for the repairs, citing concerns that the repair work extended beyond the damaged area. I explained that the entire first floor needed refinishing to ensure uniformity due to the extensive nature of the damage.
  August 26, 2024: I sent a formal demand to Lugg, requesting resolution by August 30, 2024, and indicated that I would pursue legal action if the matter was not resolved. To date, I have not received a response.
  
  Desired Resolution:
  
  I am seeking full compensation from Lugg, Inc. for the cost of repairs, which totals $6,880. This amount reflects the professional estimate provided by ***** ******** and is necessary to restore my hardwood floors to their original condition.

  Business Response

  Date: 09/23/2024

  Dear *****,
  Thank you for bringing this to our attention, and we sincerely apologize for the damage that occurred during your move. We understand how frustrating this experience must have been, and weve worked hard to reach a resolution that we hope addressed your concerns.
  Were glad to have worked together on a proposal that you suggested, which has since been accepted, and we believe the matter is now resolved. Attached is our communication history showing that the offer has been accepted, and the damage claim is now closed. However, if there is anything else you need or if any further issues arise, please dont hesitate to reach out to us at ********************************* We are here to ensure that your experience with Lugg is positive, and we are committed to making things right.
  Thank you again for your patience, and we appreciate the opportunity to serve you.
  Best regards,
  Team Lugg
  
  

• Initial Complaint

  Date:08/21/2024

  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.

  The hidden fees are not listed in the initial purchase.
  
  The drivers regulated routes were not followed.
  
  The refusal for customer service to acknowledge they are inflating prices
  
  A deceptive advertisement is not allowed. When I saw the pre authorized amount of 288 - that was. The price I agreed. They would have to inform me of a new agreement before they can override what I said I would to pay.

  Business Response

  Date: 08/21/2024

  Dear Christian,
  Thank you for taking the time to share your concerns. We value all feedback and would like to address the points you raised in your complaint.
  Firstly, we want to clarify that the price provided throughout the booking process and in your email confirmation is an estimate, which is clearly stated throughout the booking process. This estimate consists of a base fare, which includes the cost of the vehicle, the crew, and the mileage between the pickup and drop-off locations, as well as a per-minute labor rate. In your case, the estimate was $228.16 (base fare) plus $2.02 per labor minute.
  Based on your booking, the crew spent 61 minutes at the pickup location and 38 minutes at the drop-off location, resulting in $123.22 for pickup labor and $76.76 for drop-off labor, totaling with the base fare $429. It's common for the pickup labor to be higher than the drop-off labor, as the crew needs to wrap and protect your items for safe transport. This labor time is carefully tracked via *** from when the crew arrives at the pickup location until the job is marked complete.
  Regarding the route taken, there is no regulated or required route for the driver to follow between pickup and drop-off. Factors such as road closures and construction often dictate the route taken. It's important to note that we do not charge for the time spent traveling between locations; instead, we charge for the distance in miles, which is included in the base fare and displayed throughout the booking process and in your email confirmation.
  We also want to clarify that the price of $288 was never the "agreed-upon price". The estimate provided was $228.16 plus $2.02 per labor minute, as outlined in your email confirmation and every step of the booking process. We have reviewed the transcripts from our support team, and they consistently communicated this information to you.
  We apologize for any confusion and hope this clarifies the pricing structure and process. If you have any further questions or concerns, please do not hesitate to reach out to us at ****************. We are here to help.
  Best regards,
  The Lugg Team