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:09/27/2023

  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 moved on December 5, 2022, and paid them $6,500 to move us.They had committed to moving our belongings safely, saying we will care for your items, as if they were my grandmothers, which they did not do.They broke several items, candle holders, candles, lamps and picture frames.They destroyed a four poster pine bedroom set, which is the only thing they confessed to breaking prior to leaving.I helped them take the pieces out to the trash. They put huge gouges in our kitchen table, making it unusable, and scuffed, chipped and broke wood pieces off of numerous furniture pieces, including our antique dining table and hutch set.They pulled an arm off my antique hall tree, and broke a top off an antique dresser. Several things that were damaged, they had to know about, and did not report it to us before they left. The top of our kitchen table was gouged deeply in multiple spots; so they had to see it. We scheduled a time, but they had to cancel, so she called to reschedule. When asking her if it was an ins. adjuster coming out, she stated that it would be her husband coming. Her husband was one of the movers that damaged our furniture, so we declined having him come back out to our home. After we declined, we have not heard anything else from them. We called numerous times and text them. We have been put off with no discussion of a resolution to help us replace the pieces that are unusable or compensate us for all the damage that was done by them. We sent pictures of the damages and we were told they couldnt tell the severity of the damage. As you can see in the pictures, it doesnt take much to see the damage for yourself.. We have had to replace the bedroom set and the kitchen table, since they were damaged beyond repair. The other items will eventually have to be replaced as well, as I dont believe they can't be fixed, without paying someone a large sum to repair the wood..We have more pictures if you want to see them. I hope those were uploaded correctly.

  

  Business Response

  Date: 10/03/2023

  The company has communicated many times with customer and his wife. We knew nothing of the damages until after the fact. Attached is his agreement and paperwork that he signed in agreement when items were dropped off everything was good. Also, his agreement states if any issues items are paid at $.60 cents per pound per article. Which we would need to look at paperwork signed assets damages and match the items, we advised customer of this stayed in communication called him multiple times and he was not willing to cooperate with standard procedures to get him what he was asking for, he just wanted money. The customer already received a discount of $798 and we had advised him we cant just give him money without taking the proper steps. We are more than willing to work with him but need to take the proper steps, if he could please send us a good day and time that works for him that we could come out and look at the damages and take the proper steps to make this right. He stopped communicating with us we called multiple times with no response back.  The last time we spoke customer was supposed to reach out let us know when we can come out and set a time to come resolve matter and this is the first time we hear from him since then. Move was in 12/5-6/2022 spoken to 3/19/2023 called again 3/22/23 no response 4/10/23 no resolution on when we come out and no response since. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20665003
  
  I am rejecting this response because:

  Lots of mistruth, they said they would take care of the broken things when I signed the papers after they moved stuff inside.  They know that the queen size bed set was broken because they helped me move it to the trash.  Also, they set the kitchen table upside down to hide the gouges in it.  They have not tried to repeatedly get in touch with us. I would like to speak to someone from BBB personally, if possible.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/02/2022

  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.

  I put a deposit for 2 movers and a truck from this company. On 7/17/22 the movers showed up 2 hours late. One mover was so hungover that he vomited at my old home, new home, and storage unit. He was not able to fulfill his job duties fully. He repeatedly told us he had drunk too much tequila the night before. I immediately made a complaint and was told by the **** rep that I would be hearing from her to make it right. I did not hear from her, instead I was sent an invoice and receipt for the full price ($477) 2 days later. When my partner called she offered a $40 dollar refund ad an updated invoice to be sent. This was unacceptable as it was not even a 10% discount on a service that was only half fulfilled. She never ************** so I attempted to call her. She then forwarded my calls to voicemail. I was only able to connect with her by finding another number on the company site which happened to be her second line. She then questioned my experience and refused to give me a contact for her manager but told me "they would reach out". I had to follow up with her because they did not reach out. Eventually on 7/22/22 when I connected with the supervisor, I was promised a full refund for my service because not only did I not get the service I paid for, the ** reps ******** was inappropriate and not up to company standard. It has since been 10 days and I have not received my refund.

  

  Business Response

  Date: 08/05/2022

  I am not for certain why this complaint has arisen, she was already given a full refund.

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17656225
  
  I am rejecting this response because: A full refund was given through Venmo on 8/1/22 after I messaged the owner of the company on ******** as there was no other way to reach them. I do not have faith that this would have been solved had I not gone this route. I do not believe this is an appropriate way to run a business. Let it also be known that the refund was given only after I took matters into my own hands as the person who promised me the refund had stopped responding after ************************************************************************************************************************************** to distrust this company's accounting in general. While this was eventually resolved after my complaint to the BBB, the company's practices and customer services are untrustworthy and unprofessional. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/09/2022

  I guess I did not respond to this appropriately thinking that I had already taken care of this prior to the complaint. I understand where the client is coming from and I take full responsibility for anything that went on in the process of her moving services. All information that she has provided has been addressed and we will continue to improve. She requested a full refund in which she confirmed it was received. The discrepancies on the amounts were simply the fees for processing, which we went over, and I also refunded those as well. What was requested was a refund and I did so I am not for certain what to do here?

  Customer Answer

  Date: 08/12/2022

   
  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.
  
  Sincerely,
  
  ***************************