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Business Profile

Moving Services

Lugg, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Services.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:08/18/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 sold a couch and the payee rented a LUGG mover. They arrived at my house late - it was obvious they were not really 'movers' - and I questioned them about covering the couch with pads or wrap. They brought a roll of wrap and said they would do it outside. When the couch arrived at its destination - the couch was RUINED. They broke a leg off the couch, has a huge rip in the chair, the couch was covered with numerous grease spots. It went from being a $4000 couch to a useless one. It is unbelievable that someone can advertise as movers only to destroy items left in their care.

    Business Response

    Date: 06/11/2024

    Dear *****,
    Thank you for taking the time to share your experience with us. We sincerely apologize for the issues you encountered during the move and for the damage caused to the couch. We understand how frustrating and disappointing this situation must have been, especially given the value and condition of the item before the move.
    We regret that our movers arrived late and did not take adequate precautions to protect the couch during transport. The damage you described, including the broken leg, rip, and grease spots, is unacceptable and not reflective of the service standards we strive to uphold at Lugg.
    To resolve this matter, we fully refunded the Lugg service charges and provided a check to cover the cost of the sofa. We are pleased to hear that you were satisfied with this resolution.
    We appreciate your feedback as it helps us improve our services and prevent similar incidents in the future. If you have any further questions or need additional assistance, please do not hesitate to contact us.
    Thank you for your understanding and for allowing us to make this right.
    Sincerely,
    The Lugg Team

    Customer Answer

    Date: 06/11/2024

     
    Complaint: 17739945

    I am rejecting this response because:   The letter says they refunded money...

    please advise as to whom they refunded the moving cost and money for the couch itself?

    Sincerely,

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

    Business Response

    Date: 06/12/2024

    Dear *****,
    Thank you for your follow-up response. We apologize for any confusion regarding the refund process.
    To clarify, we refunded the buyer for the cost of the Lugg service and also provided compensation for the cost of the couch and the necessary repairs. The buyer has confirmed their satisfaction with this resolution.
    If you have any further questions or need additional clarification, please do not hesitate to contact us.
    Thank you for your understanding.
    Sincerely,
    The Lugg Team

    Customer Answer

    Date: 06/13/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Thank YOU for restoring my faith that poor customer service is unacceptable and companies must be held accountable.  And that you do fight for the consumer to ensure fair business practices are being upheld.


    Sincerely,

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

Lugg, Inc. is NOT a BBB Accredited Business.

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