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:11/20/2022

  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.

  We met with the owner *** and booked a moving date with Elite Movers for Saturday Nov 19. On 11/16, just days before the move, they called and said they couldnt do that date anymore and had to reschedule for the following day, November 20. This was a problem because we have 3 kids and my husband has a cancer surgery on Nov 23. Then, on Nov 20, they no showed. We called the owner Min multiple times, who would not return our calls. We spoke to *****, who said he couldnt help because he had to sit by the phone to answer phone calls for new customers wanting to move. He said he would call us back by 10:30, then he did not call back and refused to answer any calls. We are now having to pay double the cost to have movers move us on short notice. All of our belongings are in boxes and we have 3 children and a husband going through cancer surgery in 3 days. This caused us so much stress and money. Its unacceptable and a fair resolution is for *** to apologize and pay for the move.

  Business Response

  Date: 12/03/2022

  Hello *****,

  I apologize your experience with Elite Movers Denver was less then satisfactory. After further review of the correspondence between all parties involved I was able to come up with a fairly accurate sequence of events. On November the 2nd at 10am  crew member *** was scheduled to provide an inhome estimate for your upcoming move later that month. *** tentatively scheduled your appointment for the 19th of November, expecting a deposit to secure the crew when your husband and you decided to hire our company. Phone calls where made to phone number xxx-xxx- **** , on 4 different occasions to collect the deposit and secure a crew for you on the 19th. We were notified on the 18th that you expected a crew to come out the fallowing day. Not having any communication with you, and never having collected a deposit, your appointment was not scheduled a crew. Crew Member ******* stated we would try our best to assemble a crew for you the fallowing day, but could not guarantee we can provide one. On the 20th when your husband called and spoke with Me ( ***** ) I was not informed of the situation and  needed time to find out what happened,  and what I could do. I  understand your frustration with the situation,  and I sympathize with you, but there was nothing we could do with such short notice. I personally called 4 other moving companies to help get you moved. I  was restrained from a call back to inform you we could not assist,  due to the aggressive manner in which the conversation turned. I truly apologize for any confusion on our part. We have a detailed list of Company Terms and Conditions on our website. One being, No appointment is secured with out a deposit prior to the appointment. We wish you the best.

   

  *************************;

  Elite Movers Denver 

  Customer Answer

  Date: 12/08/2022

  Id also like to add the picture of the deposit Elite Movers took from us (which the state they never collected and thats now their excuse for why they left us high and dry on our moving day).  They took $200 and never provided any services and claim they never took our money.  Clearly at the very least they have no idea whats going on in their own business, or, worst case, they are just plain crooks.
   
  
  
  Thank you,
  
  **********;
  

  
  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18442678
  
  I am rejecting this response because:

  This is an absolutely false representation of what happened and again the business is not taking ownership for their negligence.  Attached is a screenshot of the voicemail ******* left me clearly stating we were scheduled for Saturday but she had to cancel on us due to one worker having a baby and having lost another one.  She offered us Sunday as a moving day.  When I spoke to her on the phone, she confirmed and stated they would be there Sunday between 8-9am, and that there would be 4 movers and 2 trucks.  Its unacceptable that the business continues to refuse to accept responsibility for their mistake.  

  
  Sincerely,
  
  *************************