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:05/29/2025

  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.

  On January 26, 2025, I paid a $796 deposit to Brothers Moving in *********** ** to schedule my move for January 31. The date was confirmed. Shortly after, one of the owners asked to move the date up to January 30 due to expected rain. I explained that it was too last-minute for me to change my work schedule. Despite that, I received several calls and texts pressuring me to make the change. I ultimately adjusted my schedule to accommodate them, though it should have been the other way around.
  
  The day before the move, the owner asked if the movers could arrive by 12 PM. I told him I wasn’t sure due to work, so he said they’d come by 2pm. On the day of the move, I let him know I could be home by 11 AM, but he then said that time wouldn’t work. Despite initially saying most moves take 6 hours or more, they scheduled another move within 24 hours, which delayed mine.
  
  The movers didn’t arrive until 3:30 PM, and only two men showed up instead of the agreed three. One mover made inappropriate comments about not wanting to move my furniture because it wasn’t his scheduled job. They took long breaks between trips and were seen by witnesses (my daughter, sister-in-law, and neighbor) possibly rolling marijuana.
  
  They broke my daughter’s $500 mirror despite assuring me they could move it safely. My mother saw that they failed to protect it properly. The movers also sat in their truck for 30–40 minutes after the move was done, inflating the clock before getting a signature from my mother.
  
  I was also misled about insurance. I was told they had full coverage, but found out it was the minimum coverage of $60 per 100 lbs. I had no idea extra charges would apply.
  
  When I raised these issues, the owner responded with aggression and vulgar language. I no longer felt safe engaging further. Given the poor service, stress, damage, and dishonesty, I am requesting that the remaining balance be waived.
  
  I have our emails that I can forward to you. Please let me know if that is possible.

  

  Business Response

  Date: 06/08/2025

  Hello,

  This is an attempt of a customer to avoid paying for contracted services. We have been in communication with the customer but she has not responded to us since receiving our messages and has failed to make payment for her move. The following is our response to the claims she has made:

  1) The date change was something we discussed and requested your approval with as a result of poor weather concerns. If she could not make the day work—she could have said “no” explicitly.

  
  2) Our coverage details as well as all our pricing is very transparent. She asked if there was coverage and we confirmed that “yes, we are licensed and insured and provide coverage options for your property per regulations”. We have the same talking points for each client and we know this was communicated to her verbally as well in writing on the service agreement that she signed. We follow all industry required procedures for coverage options. We also ask that if you have any questions or are unclear about anything--to let us know.

  
  3) The day before her move when we discussed arrival, she stated we cannot arrive before 2pm. On the day of—she said we have to arrive between 2-3pm. This is a request that on short notice is difficult to accommodate—especially the day of. Even with this short notice request—we arrived at 3:15pm.
  
  4) The client was very difficult to speak with and even her mother at to intervene at times to tell her to stop yelling. 
  
  5) She was provided several options and associated cost estimates—she opted for the two man team without help from the additional team members that were offered-- she stated the work would be completed by 9:30pm--which it was. 

  6) We take these accusations of substance use very seriously and will investigate this behavior. Please keep in mind it is possible she saw something similar but not entirely accurate to what she stated.
  
  7) We requested photos of the damage and the specifications and receipts for the mirror so we can start the claims process. She has not responded. 
  

  8) Paperwork and procedures, such as checklists and post move prep to return the track back to its organized condition is part of the job and stated in the agreement terms.
  

  In all, we ended up completing the service under budget and very much close to the time estimates she requested on short notice/day of.
  We would require payment for services and will address the mirror as soon as documentation/information is provided. If she wishes, we can also resolve with a $250 credit to reduce the balance due.

• Initial Complaint

  Date:11/14/2023

  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 hired this moving company, and with many phone calls I decided to cancel with them throw the credit card company, and them. it was all resolved in my favor may 30th 2023. then in my november statement with the credit card company they posted the same charges all over again thinking its a new charge. they had no right to do so. it was already resolved for that case. what else can I do. I filed a fraud complaint with my credit card company, and cancelled that card. they are going after them now.

  

  Business Response

  Date: 11/14/2023

  As ******* stated--he hired our company to service his move and within 24 hours prior to his scheduled move he cancelled services. Cancellations made within this short period of time do not allow us to service another client and therefore are subject to a loss of business charge which is fully disclosed to each customer. in our terms and conditions in which ******* signed. We informed ******* that we would be happy to help him on another move date if he simply needed to change his plans but he refused and requested a refund of his deposit. Again, this deposit is non-refundable within a 24 hour window of the scheduled move and this policy was communicated to *******. ******* proceeded to fraudently submit a chargeback on his credit card which resulted in not only a loss of the deposit for our business but we incurred a $500 fee. The paperwork was incomplete at the time we disbuted the chargeback and our billing department is working to collect the original deposit that we are contractually owed. ******* is obligated to pay us for the deposit as per our terms and conditions as well as cancellation policy. We would still be open to helping ******* with any of his moving needs to recoup the loss of business but he is non-responsive.