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:01/17/2025

  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.

  Arnoni Moving Services delivered service as promised between April 26 and November 26, 2024. However, the business overcharged for storage (at public facility in ************) of our belongings for the time between moving out of the old house and moving into the new one. As per contract, the storage charge was fixed at $420/month regardless of duration. That is, there was no provision for any increase in storage charges with time. After couple of months (in August of 2024) Arnoni has increased the charge, without our consent, for the last three months of storage to the total of $535 of overcharge, claiming that the overcharge comes from increased fees at the storage facility. We have not signed up for this. We expect full reimbursement of the overcharge. We attempted to resolve the issue with the owner Airan Arnoni over the phone and in writing (email) but the reimbursement was refused.

  

  Business Response

  Date: 03/05/2025

  Dear Better Business Bureau Representative,

  
  

  I appreciate the opportunity to respond to this complaint and provide clarification regarding the matter.

  
  

  Our company operates with full transparency and fairness, ensuring that all terms are clearly outlined in our agreements with clients. In this case, the customer was provided with a detailed contract that explicitly states that storage rates are subject to fluctuations. There is no clause guaranteeing a fixed price indefinitely. Additionally, each rate adjustment was communicated via email at least two weeks before it took effect, ensuring the customer had ample notice. The customer also received a copy of the storage contract via email, which explicitly details these conditions.

  
  

  Furthermore, every estimate we provide includes a legally required "do not exceed" price, which is in full compliance with California state law. This ensures that customers are fully aware of potential costs and are protected from unexpected overcharges. The estimate issued in this case adhered strictly to this legal requirement, as evidenced in the supporting documents.

  
  

  Regarding concerns about the condition of stored items, it is important to note that the customer did not purchase any additional insurance for coverage beyond the industry-standard valuation. Despite this, the customer later claimed that some items were not stored in the same condition they were placed in. Unfortunately, we were unable to verify this claim, as the original moving team was no longer working with us at the time the concern was raised. Under the terms of the contract, the customer is entitled to the valuation coverage included by default.

  
  

  As a goodwill gesture, we refunded 20% of the cost of the last job, which represented our entire profit from the service. However, the customer remains unsatisfied. It is important to highlight that, like all storage facilities, we operate under standard industry contracts, which include provisions for price adjustments and coverage limitations. Despite this, the customer continues to dispute the matter and demand additional compensation.

  
  

  Given that we have acted in full compliance with our contract and industry regulations, and considering the refund already provided as a goodwill measure, we must respectfully deny any further reimbursement requests.

  
  

  We remain committed to professionalism and fairness and appreciate the opportunity to clarify our position.

  
  

  Best regards,

   

  Airan Arnoni

  Arnoni Moving Services. 

  
  

  
  

• Initial Complaint

  Date:08/06/2024

  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.

  On July 18th, 2024, I contacted ********************** Moving Service for a quote to move to a storage unit. I spoke with ***************************. She quoted me $375. I agreed to the $375 quote and paid a $100 deposit on the same day.On July 20th, 2024. I attempted to contact ***** to reschedule my move date to August 3rd, 2024. I received a response from Airan **********************, the owner of the company, informing me that ***** was no longer with ********************** Moving Service and he would reschedule my move. However, upon checking the confirmation email, I noticed that the quote had increased from $375 to $484, and my $100 deposit was taken as a rescheduling fee.On July 29th, 2024, I contacted ********************** Moving Service to inquire about the increase in the quote and the rescheduling fee. ***************************** informed me via text that the price had changed because ***** had misquoted the service. I responded that evening, telling **************** to cancel my appointment for August 3rd, 2024. I received a text message from ********************** Moving Service stating that the driver would be arriving soon. I had canceled the appointment on July 29th, 2024, I informed the driver that the move was canceled.While walking away from the truck, I received a text message notification from my bank, stating that $509.85 had been deducted from my checking account by **********************. I returned to inform the drivers, requesting they complete the move since I had been charged. They declined, reiterating that the appointment was canceled.I subsequently sent a text message and email to Airan **********************, requesting a refund of the $509.85, as I had canceled the appointment on July 29th, 2024, and no services were rendered when the drivers declined to complete the move. Mr. ********************** responded, stating the charge was necessary to pay the drivers who arrived on August 3rd, 2024. I canceled on July 29th, 2024, and the drivers refused to complete when I requested it after being charged. Therefore, I am filing this complaint with to seek a refund of $509.85.

• Initial Complaint

  Date:01/16/2024

  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.

  job went 60% over quote despite the sq footage and weight being correct on finalized bill. We were sent movers who did not know how to do their job which cost ** hours of time and stress. We can't reverse the time waste or stress but would like a **** dollar refund so the job is in line with the quote.