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:07/17/2024

  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.

  Hired College Hunks (********** Hunks) for a house move conducted on July 1st, 2024. They damaged the interior of the home we were moving out of and two our best bedroom furniture pieces during the move. I filed a claim that day, claim # ******* and # *******. It's been two weeks and I have had no response from the local mover located at * ********** **** **** ** *********** **, where the moving company is located. I paid the bill in full and asked the crew leader where to call in a claim.

  Customer Answer

  Date: 07/17/2024

  I submitted 7 photos with the original complaint. It's appears they did not get loaded to that document. Our king bed's pedestal to the footboard also had damage. I am unable to add additional photos.

  Business Response

  Date: 08/14/2024

  Dear ****,
  Thank you for bringing your concerns to our attention. We genuinely regret any inconvenience you have experienced.
  After reviewing your claim, we understand the frustration that comes with discovering damage after a move. However, I want to clarify a few points. Prior to the move, you signed off on the "Shipper's Disregard for Best Practice" form, which included declining the wrapping and preparation of your items. While this decision likely helped expedite the process, it unfortunately limits our ability to accept responsibility for any resulting damages to those items.
  Regarding the damage to the interior of your home, please know that we strive to be as careful as possible during the moving process. However, moving larger pieces, especially in tight spaces without adequate clearance, can present significant challenges. This is why our liability waiver explicitly excludes such situations, as noted on the attached form.
  We sincerely apologize for any inconvenience this situation may have caused. We value your business and hope you understand our position in this matter. If you have any further questions or concerns, please don't hesitate to reach out.
  Thank you for your understanding.
  Warm regards,
  
  Manager, College Hunks Hauling Junk & Moving * *********** **

  Customer Answer

  Date: 08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: I don't recall being provided with a "Shipper's Disregard for Best Practice" form to sign. The moving proposal I agreed to (attached) and paid for included packing materials and labor for such.

  It's preposterous to claim a tight spaces excuse for the damages inside the house. We hired what we thought were moving professionals who should be able to handle this type of work and nothing was mentioned about tight spaces upon the initial walkthrough. The furniture was moved into the house without any issues by delivery companies.

  I tried calling the company numerous times before filing the complaint, but the calls went unanswered and no return called made back to me. 

  Regards,

  ****

   

   

   

   

   

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

  Customer Answer

  Date: 08/29/2024

  Hello,

  Can BBB please elaborate on how they feel the business addressed the issues within the complaint? Is denying they did any damage when two witnesses actually saw some of the damage being done any way to address the complaint in this case? 

  Regards,

  ****

   

   

• Initial Complaint

  Date:11/21/2023

  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.

  On August 11th, 2023 I hired College Hunks to move my things from my house in *** ******** ** to my new house in ******* **. Paid them @ $2300.00 They failed to secure 2 large toolboxes, full of tools. They moved the truck causing both toolboxes to roll out the back of the truck, doing irreparable damage to both as well as most of the tools. Also scratched the screen of my 60inch television while moving. I have called, emailed, sent pictures, filled out all documents they required to reimburse me for all the damage. Nothing has been done. When I call, they put me to someone else, or say someone will be calling. No one ever has. I would like to be reimbursed for all of this damage. They have had more than adequate time and documentation to do this.

  Business Response

  Date: 12/07/2023

  After several attempts to respond to ******* **** via our claims email, he did not respond. We have a protocol in which needs to be followed and we have yet to receive any photos of the damage to the toolboxes. Once received, he will be refunded the state mandated 60C per LB.

• Initial Complaint

  Date:05/03/2023

  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.

  The movers came to my home on April 29th. They removed items from the home that were not to be removed. I provided this list in writing. They left for the day and left windows open in my home, where it then rained inside and got the carpet soaked. Items that were detailed to be removed from my home were left behind. I also found plastic pieces broken off my treadmill that was removed. They were to unload items into a storage unit, but decided that it was too small. I was told on the phone that they would come back on April 30th. On April 30th I was unable to reach anyone to schedule delivery. It's not Tuesday and they won't deliver until my bank can send a cashier's check (tomorrow). On May 1, the moving company decided I could no longer pay by debit card and I needed to obtain a cashier's check. I could not do so until May 3rd. They then told me it's $250/night to hold my possessions and they can't unload until they have availability. They have both the keys to my storage unit, the keys to my pod and a garage clicker to my home. They are continuing to charge me money and insisting I sign an addendum to the contract. I am helpless and they are charging me more every day.

  Business Response

  Date: 05/16/2023

  ******** move experience started with us as an estimate that was scheduled on March 20th. ****** had requested the estimate to be on the phone, since going on-site for it was not possible for reasons on ******** side.
  With the move factors that were discussed, ******** move was estimated to be 7.25 hours with 3 Hunks at a total estimated cost of $1,879.43.
  ****** had booked the appointment during the same phone call as the on the phone estimate. The service was booked for April 29th. After the crew had arrived on site, the crew leader called the manager on duty right after the walk through to explain how there are a lot more items she wants to be moved relative to the quote / move factors that were discussed during on the phone estimate. The additional items to be moved were then discussed with ****** to inform her the move will cost more than her initial estimate. An addendum was presented and ****** acknowledged the increase in expected cost.
  After a few hours of loading, the crew had contacted CHHJ’s manager on duty to request an additional Hunk to be sent out to help load, for the sake of time and efficiency.
  ****** had left the origin multiple times during the load up, with one instance leaving her 6 year old son alone with the crew without mentioning that she would prior to her leaving. The crew did not know she was leaving at this point and was left to supervise the boy, along with her pets, making it difficult to effectively work.
  ****** had left the origin for the third time at 3:45. This time, taking her son and two pets with her, to bring to her new property. It was not disclosed to the crew that she would not be joining them at the destination (a storage facility).
  The 4 man crew had left the origin at 5:25 and arrived at the destination at 5:45. The destination was ***** ***** *******. Upon arriving, the crew saw that there’s a security gate at the entrance of the storage units. ****** was not on-site, so the crew had called and texted her a couple times to see where she was so that they could get through the gate and start unloading. At 6:15, the crew had called the manager to inform they are not sure where the client is and that they could not get ahold of her. The manager had offered to help them unload for the sake of time and drove to ***** ***** ******* and arrived at 6:30. The manager tried calling ****** himself, which then went to a voicemail stating ******** full name. The manager then found an alternative phone number of ******** online and called her. She answered and the manager explained the situation. ****** was shocked that the crew was waiting for her. The crew informed the manager that they did not know that she was not going to be at the storage unit with them. ****** continued with stating that she had not received anything communications from the crew while they were waiting for her. The manager then read the phone number they tried contacting her with (the phone number that was written in her client profile that was also used for her on the phone estimate) and ****** stated that that number had been discontinued over a month prior (even though the voicemail still stated her full name and she never contacted College Hunks to update the phone number to the new one).
  ****** did not have a code for the security gate at the storage unit. She had thought that the gate would be open until 10:30pm. The gate is only accessible until 10:30pm, and not consistently open like she had thought. ****** and the manager had figured out what the gate code was and the manager got inside to then go to the unit. Upon opening the unit, the manager had realized that the unit ****** had reserved was a 10x15 unit, which would be too small for the amount of items the crew had loaded into their 26 foot box truck. The manager had explained that to ****** and stated that she would have to get a larger or additional unit for her unload to happen. This situation forced College Hunks to hold ******** items overnight, which has a cost of $250 per night (which was also written clearly in the contract she had signed). The manager had told ****** to contact ***** ***** ******* to get another or a larger unit to hold all of her items. Manager told ****** that ***** ***** ******* is closed on Sundays and that she may have to wait until they open at 9:30am on Monday to do so. The expectation
  The manager and crew then left storage facility at 7:15.
  ****** had followed up with the manager and addressed her concerns about the crew leaving a couple items behind (which were not in original estimate and also not possible for the crew to confirm if they were going due to client not being on site to do final walk through and not being able to contact client through phone number provided). The manager then coordinated a crew to go back out to her origin as soon as possible, being Monday morning, to pick up the remaining couple items for client and fix other loose ends.
  During communication, ******** temperament had become increasing rude, hostile, and threatening legal action and filing of a police report against College Hunks and it’s team members, without valid justification. College Hunks maintained professional communications and accommodated ****** as much as possible to make the service be stress-free for her.
  Due to the type communications between ****** and College Hunks, our franchise had chosen to inform ****** that payment will be required prior to the unload. It had become increasingly apparent how upset she was, and our franchise had concerns that we would not be able to receive full payment (or any payment at all) for the value and services rendered for ******.
  The amount due was explained to ******, which accounted for all supplies and services provided on Saturday, April 29th, overnight holds for the items going to Tuesday, and an estimated amount of time for 3 hours for 3 Hunks to unload her items in her storage unit, when the final services were to be provided. It was explained that if the crew took less than 3 hours to unload, she would be refunded for the difference in time that was not used. If it took more than 3 hours for the crew to unload, then our franchise would take the loss on that time. (The crew had taken 2 hours to unload her items on Wednesday, at which time, $219 (the hourly rate for 3 Hunks) was then issued to ****** in the form of a check and mailed to the address she requested it to be mailed to.)
  ****** stated that the manager had stated payment would be required prior to unloading to make things difficult for her. This is not the case at all. This was decided to protect the business from potential refusal of payment after the crew had unloaded the items. In the contract that ****** had signed at the beginning of the service, it states very clearly that College Hunks reserves the right to charge for payment prior to unloading. This is not something we wanted to do, and would have avoided if possible, but this decision was made to protect the well-being of our business.
  On Monday, May 1st, ****** had told the College Hunks manager that he needed to coordinate with the manager, Danny, at ***** ***** ******* to figure out the storage unit size she needed. He proceeded to call Danny and figure it out. ****** then reserved the unit and contacted the College Hunks manager mid-afternoon on Monday stating she got a storage unit, at which time, College Hunks no longer had available crews to do her unload for Monday. At this time, College Hunks manager continued to tell ****** that payment would be required prior to unloading. Assuming College Hunks would unload on Tuesday, the amount due would be $4,324.98. Payment was requested to be paid with a cashier’s check, certified bank check, or money order to protect College Hunks’ business. ****** continued to refused to agree to that, stating she would pay College Hunks after unloading.
  This continued to Tuesday, at which point ****** stated she could not receive a cashier’s check from her bank until Wednesday and that she would also only $3500, and nothing more. The manager responded with stating a money order would work as an alternative, and that College Hunks unfortunately could not unload unless she presented payment in full before the crew begins to unload.
  This lack of agreement continued throughout the day, with other communications expressed from ****** stating she has filed a police report, threats of lawsuit, filings for small claims court, fearful for her safety, and possessions, etc.
  Due to the lack of agreement continuing on Tuesday, the scheduled crew was unable to unload her items, forcing an additional overnight hold into Wednesday. Towards the end of the day on Tuesday, ****** and College Hunks’ manager agreed that the manager at ***** ***** ******* facility would facilitate the exchange of payment and addendum to be signed prior to the crew unloading. The crew had unloaded on Wednesday and did so in 2 hours, instead of the estimated 3 hours, and as explained previous, ****** was then refunded $219 via check for the 1 hour of time not used by the crew to unload for the payment that was received prior to unloading. $219 is the hourly rate for 3 Hunks at the time of her servicing.
  In regards to the damaged item, ****** was told that the damage claims process form would be emailed to her after her service has been completed and College Hunks is paid in full. The process form was then sent to her after the crew unloaded her items. ****** will be compensated per the coverage outlined within the contract that was signed.
  College Hunks works hard to provide a stress-free service for all of it’s clients. This starts with the estimate, proper expectations, and the client being move ready. When move factors change that are not discussed with College Hunks’, along with improper readiness and planning from clients, it makes it difficult to stay within expectations of the initial estimate. There were a variety of factors beyond College Hunks’ control for this situation that caused the move to cost more than what was expected. College Hunks’ worked hard to be as accommodating as possible, given the circumstances, while also protecting the business.

  Customer Answer

  Date: 05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I NEVER left my son alone with the crew.  I went upstairs on a few occasions and he was downstairs.  I NEVER left him alone on site with this crew.  I can provide security footage for you of every time I left the home and he was with me.

  The crew also doesn't remember eating my son's food, or the breakfast AND lunch I bought for them, which they ate, while I was paying them. 

  I made signs for the crew, both written and printed, telling them what was going where.  The outdoor items WERE stated in the original phone conversation.  Of course I was upset when I returned to the home the next day to find them still there.  Items like my bike and kayak were missing.  The keys to my pod, storage unit and garage remote were taken despite be asking them to be left on the counter.

  When I asked about all of this, I was deemed "angry and unwilling to pay".  I understood the move took longer and it would cost more.  However, leaving things behind delayed the close on my home.

  Taking all of the keys denied me access to items I needed.  

  Then, changing the required payment method and charging me $250/night while I obtained the proper payment was extortion.  I did NOT agree to sign their addendum.  However, they said if I did not, they would not give me my possessions.  If you ask them for a copy of it, I signed it "under duress".  

  I absolutely did have security concerns.  There were four guys who were irritated with me and my things were being thrown around.  I'm a single mom and was there with my dogs, cat and son.  I had little to no recourse about the way they were handling things.

  Yes, I am still contemplating filing a police report.  Items that were specifically identified as items not to touch; kayak racks (brand new in box), bike rack (brand new) and a package for the new buyers are all missing.  They won't allow me to file a claim for these as they "check their trucks nightly".  I watched the storage unit be loaded and the items were not there.  My pod has been unloaded and they were not there either.  The new home buyers are going to file a report for their missing package. 

  Finally, they simply did what they wanted and moved items into the storage unit that were supposed to go into the pod; king mattress and bed frame, TV, dresser.  I had to pay someone to go get those items and move them to my new home.  

  I have started the insurance process.  I was told that I'll receive $60 for my $4200 treadmill and they will do nothing for missing items, broken glassware or my metal bed frame that was snapped into pieces. 

  I am more than willing to pay for the hours I used.  However, they charged me to go BACK to the house, even though they forgot the items.  I don't feel I should have had to pay for them to hold the items because they changed the rules. 

  As for the phone number, I called from a land line.  It was unlisted.  I am the victim of domestic violence and while I used the line to call OUT, I NEVER gave anyone that number.  Only my public cell phone number.  The person who booked my move must have recorded it.  I turned it off around the middle of April.  Spectrum's voice mail apparently still worked, but I didn't have access to it at the time of the move. 

  I also provided the whole crew with my phone number at the start of the day in case they had any questions about anything. 

  They chose not to use it and to sit at the storage unit while being paid.

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

• Initial Complaint

  Date:10/26/2022

  Type:Billing 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 were given an estimate of approximately $1000. When the work was done, the bill was over $2000. In addition, we were supposed to receive a receipt for any items that the company was able to donate. I called at least 15 times before I was able to receive any kind of response other than "We will get back to you." They finally sent the receipt for the donations but refused to give us any kind of refund.

  Business Response

  Date: 10/31/2022

  After speaking with the crew members on this job, the captain was very clear as to our pricing structure and provided all the necessary information prior to the start of the job. An estimate is provided at the beginning of the job and at the completion of the job the captain goes over all the charges and the customer dips or inserts their card agreeing to the job that was completed. The customer was spoken to several times explaining how our company works, and a donation receipt was sent. A refund is not necessary as they were bill appropriately.

  Customer Answer

  Date: 11/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  My wife asked for an estimate before the job began.  She told the company exactly what we wanted taken away--donated to the extent possible.  She was told that the cost would be around $1000.  Based on that estimate, we told the company to go ahead.  Had we known that the ultimate cost would be more than twice that, we would have shopped around and taken an alternative path.

  When the men showed up, we showed them exactly what we wanted removed.  At no time did they give us any idea that they would not be sticking to the original estimate.  

  It was not until the truck was full and the men were ready to leave were we told that the final cost would be more than twice what we expected to pay.

  We still feel we are entitled to a refund.  Because we were told that we would be paying $1000 and went ahead in good faith based on that estimate, we feel that we are entitled to a refund of approximately $1000.

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

• Initial Complaint

  Date:07/15/2022

  Type:Billing 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.

  I was quoted $110 for a service and they basically once they completed the job charged me $285 and told me to call the manager to get an adjustment. Well once I spoke to a manager he said it’s nothing he can do but train the guys on giving me the correct quote and offer me 10% off my next job with them. Then I ask to speak with the owner and he said I’m not allowed to speak with them and hung up on me.

  Business Response

  Date: 07/29/2022

  At College Hunks we are an HONEST and knowledgeable company. The crew provides an estimate on site prior to loading up the truck, and if the customer does not agree with the price, the crew leaves with no cost to the customer and heads to their next appointment. The client was quoted appropriately with photos to prove on our software system 'slack'. After several phone calls, she spoke to our manager who treated her with the upmost respect and professionalism and explained how our company worked. A 10% coupon was provided, and client was not satisfied with the offer, and before we could provide her with another solution, she hung up