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:09/02/2024

  Type:Order 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.

  Colorado Premier Moving and Storage (*****-owner) agreed to store our furniture and other household items for our family in August 2022. Now that we want to take the furniture and other items out of storage he cannot find them. We provided ***** with our credit card which he charged for the moving portion of our move. He assured us at the time that he had our credit card, had charged it for the move, and would charge us for the storage fee. He didn't charge the credit card and never contacted us despite having our mobile telephone numbers, local ****** address and address in ************. We spoke to ***** (owner of the company and the individual with whom we've been dealing) directly in person at his storage facility area on the afternoon of Friday, August 2, 2024, and he promised us that he would locate our items/furniture if we emailed him a list. We emailed the list (see below) on Monday, August 5, 2024. His one word email response was, "Received." The conversation with ***** occurred in person because weekly calls/texts to reach him for a over a month to have delivery of our furniture were never returned nor were answered texts. We have repeatedly offered to pay ***** for the storage fees and to move our furniture once he found the items. When we spoke to ***** in person, he told my wife and me that if he couldn't find our furniture/items, he "would make it right." Subsequent to the email ***** sent simply stating, "Received," we have attempted to contact him via email, phone, and text weekly without any further response from him. We would like first and foremost to have our items/furniture returned to us for which we are willing to pay as above. If ***** cannot find or has sold our furniture/items, we still expect him to "make it right." Thank you.

  

  Business Response

  Date: 10/08/2024

  Going back to August of 2022 ,we loaded the belongings under the impression is was short term storage , and we initially charged the card for the original move. 

  However we never had a signed automatic agreement to charge monthly.

  Furthermore our square app doesn't retain credit card info, goes sale by sale process.

  We stored for over a year and half with zero contact from him, I.e  No forwarding address, no correct contact number.

  He bears partial responsibility for NO attempt what so ever for failing to contact us for two years.

  He just contacted us in August of 2024.

  Knowing full well we did not charge his credit card for two years.  

  As a company with integrity we would try to replace like and similar items of what's in his complaint., we do the best we can to match his list of lost items.

  We truly feel were not  entirely responsibly for his loss, because we felt he abandoned his storage, with zero contact and zero payment.

  Also we are not claiming him to  be responsible for our back storage debt for two years.  

  We are a fair and just company , who does our best to do right by our customer.

  This shouldn't have happend, though both parties  bear responsibility .

  We can replace the smaller items, but the more expensive ,larger furniture we are willing to do 40% of the value , to help correct the situation.

   

  Storage agreement laws doesn't require a business to keep stored items for more than 60 days, we went a year and half , so we feel we did all we could .

  Thank you,

  ***** ******

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

   

  Customer Answer

  Date: 10/08/2024

   
  Better Business Bureau:
  
  While we acknowledge ****** claim that both parties bear responsibility, we view this as equally shared responsibility.

  ***** claims that he did not have our contact information.This is not correct. Our contact information, including Denver address and Pittsburgh address and associated telephone numbers were on the move contract.

  
  We accept the 40% compensation of the large items which Colorado Premier Moving and Storage, LLC is offering, but wish to understand how we will value the total amount of the large items which have been lost. For instance, in addition to an ***** ***** Maple Table and 4 matching chairs, a ***** **** chair was lost. We recently bought a similar style, quality, and size ***** **** chair for $650. These plus a glass and brass sofa table, coffee table, nightstand, end table, floor lamp, and dresser top mirror.

  
  We further accept the replacement of the small items noting that several of these small items were specific brands including Cutco Chop Block with knives, **************** maker, Set of Pfaltzcraft dishes for 6, a crock pot, mixing bowls, spatulas, set of 12 glasses, and casserole dishes.
  When and how shall we expect to receive these items and payment for the large items lost? 

  In summary, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me in accord with the above and attached word document.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 11/19/2024

  We accepted the resolution with some clarifying questions but have not yet heard back from either the business nor the Better Business Bureau to resolve the issue. We have received no goods as promised by the agreement and no financial compensation as also agreed upon by Colorado Premier Moving & Storage in their response.

  
  

  May we reopen the claim, to further pursue a resolution and receive what was promised in their response to our claim. 

  
  

  Thank you,

  
  

  *** & **** *******

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

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

  

  Business Response

  Date: 12/13/2024

  We are willing to pay up to 40% of the value.

  With max payout of $1000.00

  Of four installments.

  But we want receipts of what we're reimbursing for.

  Furthermore we would like to add , he had his items stored for over 2 years., we had no contact with me.

  We have no legal obligation to pay anything.,

  But we are doing this to help him out, and recover some of his loss.

  Again we would like to see receipts of purchase. 

  
  

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

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

  Customer Answer

  Date: 12/18/2024

   
  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.  Despite the vendor's claim that he did not have our contact information, this is not true. He had both our credit card information and contact information for both of us.
  
  Sincerely,
  
  ****** D. *******

  Customer Answer

  Date: 02/05/2025

  Despite agreeing to far far less than the amount which *****/Colorado Premier Moving and Storage took from us we have not received the first installment of the payments from this vendor. It has been well over a month since we supplied the needed receipts to justify the reimbursement amount of $1000.00 from the vendor. This $1000.00 amount is less than 1/10th the value of our property which they lost/sold/kept.

  
  

  What further recourse do we have if we don't receive payment soon? How long is reasonable to wait for this vendor/***** to send us the first installment?

  
  

  Thank you.

  
  

  *** & **** *******

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

  
  

  

  Business Response

  Date: 02/21/2025

  Send $1,000 settlement to above complaint

  Mailed to address given in email

  Feb 21,2025

  Sorry for delay

  Thank you for your Patience