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:12/17/2024

  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.

  This is in regards to the services that I acquired from *********** moving in storage. It was the most horrendous experience I’ve ever gone through. They quoted me a price for the items that I had to move at a four hour minimum. They arrived later way later than what they Told me they would they milk the clock to wear instead of taking 3 1/2 hours to do a job it took six hours and 45 minutes and they still didn’t complete the job. They broke my couch. They left stuff still unassembled so how they could say they completed 98% of the move they did not. I did try to go on the truck and get my stuff. I offered them suggestions when it came to taking you stuff out of the house that would be much easier for them instead of taking every piece of furniture apart they completely ignored my suggestions and that’s why I felt that they milked the time because as the guy said they got paid by the hour so the longer it took them the more they were gonna get and that wound up jacking my bill from $520-$836 and I wasn’t gonna pay that when that’s not what they quoted me. They threw my couch in the living room after they unwrapped it and the one couch Is now broken due to their negligence. When I spoke to Julio in the office that night, he said that I could just pay the $520 and the movers would bring in the couches and complete the set up and finish doing what they were supposed to well that wasn’t the case once they got the money They brought the couches in and just left them unassembled and as I Stated one is broken now. When I went to try to talk to one of the delivery guys to inquire why they were not finishing the set up after I paid them what their manager told him I could pay them And they took the money and didn’t finish. I went down the next day to talk to them. I felt they were being very condescending to me. They didn’t care that my couch was broken. They said that we were even and refused to come Out and finish the job unless they receive the balance. Unprofessional

  Customer Answer

  Date: 12/17/2024

  At first, yes they told me they weren’t gonna give me my couches so my sister and I did go on the truck to grab my couch and the two guys blocked us from doing so. Also want to include that when we went outside after they drop my couches on the floor in the living room packed up and we’re starting to leave my sister and I went outside to try to talk to them to see why they weren’t setting it up Per what their  contact person Julio told me they were gonna do if I paid the 520 when we went outside, the one guy came out of the truck And started harassing us, and the other one that was in the truck started to move the truck towards us and nearly ran us over. S such a a frightening experience and I hope no other consumer has to go through what we did but now that I’ve read a lot of the feedback left from other customers on ****. This isn’t the first time, Julio, Aaron, and Charlie have done this to a customer.

  Customer Answer

  Date: 12/17/2024

  At first, yes they told me they weren’t gonna give me my couches so my sister and I did go on the truck to grab my couch and the two guys blocked us from doing so. Also want to include that when we went outside after they drop my couches on the floor in the living room packed up and we’re starting to leave my sister and I went outside to try to talk to them to see why they weren’t setting it up Per what their  contact person Julio told me they were gonna do if I paid the 520 when we went outside, the one guy came out of the truck And started harassing us, and the other one that was in the truck started to move the truck towards us and nearly ran us over. S such a a frightening experience and I hope no other consumer has to go through what we did but now that I’ve read a lot of the feedback left from other customers on ****. This isn’t the first time, Julio, Aaron, and Charlie have done this to a customer.

  

  Business Response

  Date: 12/27/2024

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience you’ve experienced during your move. We strive to provide high-quality service and understand that your experience fell short of your expectations. I would like to clarify and address a few points regarding the situation.
  First, we did inform you of our 4-hour minimum for the moving services. Our jobs are charged based on the actual time required for the move. While we aim to be as efficient as possible, there are instances where unexpected factors can cause delays.  
  Regarding the damage to the couch, I want to stress that the item was not intentionally harmed by our crew. Unfortunately, you were present on the truck and physically interacted with the sofa and pushed the sofa off our truck. This may have contributed to the damage. Our movers are trained to handle all items with care, and we are sorry if the situation led to misunderstandings.
  The completion of the job and the assembly of your furniture were contingent on payment in full, which was explained at the time of the move. We understand that you were advised by Julio that the payment of $520 would allow the remaining work to be completed. However, the outstanding balance needed to be cleared before the team could finish assembling the furniture. After receiving payment, the movers did bring the couches into the house, but we were unable to complete the setup as you requested until the full payment was made.
  We regret if you felt the crew was unprofessional or dismissive. It is never our intention to create such an impression. If there was a breakdown in communication or if the service did not meet your expectations, we apologize for that as well.

• Initial Complaint

  Date:09/13/2024

  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.

  My complaint is regarding the company’s over-reporting their hours in order to collect a higher fee than what is owed to them. At the end of my move, I was over-billed by at least 90 minutes for a 3-hour and 15-minute move.
  
  For background, the company bills for both travel time and labor time. Their movers over-quoted me by 30 minutes - $75 - for their labor time. Additionally, their movers attempted to bill me for 2.5 hours of round-trip travel time; however, when chatting with the moving crew, they stated that their drive was 45 minutes each way, or 1.5 hours round trip- the crew’s account being consistent with what e.g. Google Maps reported day-of. Between the over-billing of labor time and travel time, the fee was calculated to be at least 1.5 hours, or $200+, over the actual labor worked.
  
  Therefore, I was shocked when a roughly $800 move was billed out at 25% more, or $1000, than what was actually worked. When I raised this with the office, both managers were willing to offer only a 45-minute reduction in fees. What’s more, one manager stated that he had provided an estimate to me by phone one week prior to the move- this is untrue and I have no record of a call setting expectations.
  
  What’s more, the movers left significant dents and scrapes- far more than what would be considered reasonable wear-and-tear- in walls throughout my apartment complex as they maneuvered pieces. When I noted this, their crew dismissed my concern as “no big deal.” I now expect this damage to be deducted from my security deposit- yet another expense that I am incurring because of this company.
  
  I want a refund from this business as well as measures taken to hold them accountable for their billing practices. Personally, I work as a healthcare provider, an industry where a provider over-stating their hours would result in a loss of their license to practice. Whether healthcare clinic or moving company, I expect consequence for providers doing business dishonestly and unreasonably.

  

  Business Response

  Date: 09/17/2024

  Thank you for reaching out to us with your concerns. We genuinely regret to hear about your experience and understand your frustration. We take pride in being transparent with our charges and strive to provide clear and fair billing for all our services.
  We apologize for the confusion regarding the time billed for your move. I have reviewed your case and the billing details thoroughly. According to our records, the email confirmation that was sent upon booking, which you marked as opened, outlines the terms and estimates provided at that time. This confirmation includes details on both labor and travel time.
  Regarding the discrepancies you mentioned, we have already applied a $112 credit to your bill to reflect your concerns when you initially called. The final amount billed was $859.00.
  This is the first we are hearing about the damage to your property. We have reviewed the pictures you attached and would like to note that we disagree with the assertion that all this damage was caused by our team. We are committed to addressing any damage that we may have caused, but we will need to review the situation further to determine the extent of our responsibility.
  We appreciate your patience as we conduct a thorough review and will be in touch shortly to discuss potential resolutions. If you have any additional information or questions, please feel free to contact us directly.
  Once again, we apologize for any inconvenience this has caused and value your feedback as we work to address these issues.

  Customer Answer

  Date: 09/17/2024

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

  While I do appreciate having received a response, it is regrettable that your reply goes only as far as re-stating what occurred with regard to the credit- rather than addressing the many concerns that I raised in my initial grievance. I am re-summarizing those points below which I hope will assist you in fully and adequately addressing the issues I have raised in your next reply:

  - Over-billing for services: As I previously stated, at least 1.5 hours of time was over-billed. I am already aware of the $112.50 credit, which I addressed in my initial message, and will reiterate that this credit accounts for only half of the time over-billed. With regard to the move time, it is disappointing that I had to double-check your crew's work when a move that started at 9:05am and ended at 12:20pm was billed as 3.75 hours, or $75 over the actual moving time. With regard to travel time, I was informed in conversation with your crew that each way from Southington to Milford was a 45-minute drive, or 1.5 hours of travel time rather than the 2.5 hours initially billed to me. The credit of $112.50 is therefore insufficient in addressing the true total of $225, and I am requesting that this be rectified.

  - Damage to the apartment building: I hope it is helpful for me to share a reminder that I was on-site and witnessed your moving crew as they maneuvered, among other furniture items, a couch which made repeated impact with walls as well as the door frame. It is also important to remember that I addressed the many dents with your moving crew, who acknowledged the damage and stated that it was "no big deal." Unfortunately, I am unable to join you in your disagreement and will re-emphasize the considerable nature of this damage, which is well beyond normal "wear-and-tear." Owing to this issue, I was unable to provide my initials on the end-of-move paperwork asking that I acknowledge the crew did not cause any damage to the building. You will find the notes I made regarding this issue on the end-of-move documentation, which I reviewed with your crew and which they did not deny when I explained why I could not sign off on this provision.

  - Policy and expectation-setting: Your reply does not address my having raised concern about a claim from one of your managers that I was contacted by phone prior to the move, and that expectations were set regarding travel distance for the crew. I have no record of having received phone outreach from your office in this regard. When I phoned your office immediately following the move to express my concern, your staff stated that we had spoken and agreed on travel time. This is untrue.

  I appreciate your time addressing these unresolved issues which I have re-summarized above. I look forward to your prompt follow-up regarding my unanswered concerns.

  Thanks- *****

  

  Business Response

  Date: 09/19/2024

  Dear *****,
  Thank you for your detailed response. I appreciate your patience as we work
  through these issues together.
  I want to address each of your points clearly:
  Over-billing for Services: I understand your concerns regarding the hours billed for your move. I acknowledge the discrepancies you’ve outlined, specifically the billing for travel time and the overall duration. To clarify, our billing is based on the confirmation email you received, which outlines the charges for work and travel time. You state that travel time is 1.5 hours according to GPS, please understand we are in a truck.  The bill is correct with the adjustment already credited back to you. The credit of $112.50 was agreed upon during your phone call to the office.  We strive for transparency in our communications, and I apologize for any misunderstanding.
  Damage to the Apartment Building: I sincerely regret that there was damage during your move. Please note that we are currently reviewing this issue with the team that was onsite. While we acknowledge your concerns, I want to emphasize that all your furniture was padded with thick moving blankets as part of our precautionary measures, and we are unsure how this damage occurred. Your feedback is crucial, and we take these matters seriously to ensure our crews uphold the highest standards.
  Policy and Expectation Setting: I apologize for the confusion regarding communication prior to your move. Our records show that all correspondence was conducted via email per your request from your initial inquiry, as noted in the confirmation email sent to you on September 9th. I appreciate your understanding as we clarify these processes.
  I want to ensure we resolve your concerns effectively. Your feedback is
  invaluable in helping us improve our services.

• Initial Complaint

  Date:09/09/2022

  Type:Product 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 May 2022 this company moved & stored my furniture. On 9/6/22 they were to deliver the furniture to my new address. It was raining very heavy that day. The movers arrived, and I was asked to show where the furniture went. There was one item being moved that was wrapped in moving blankets and I did not recognize the shape of. The two men answered when asked it’s, “a dresser, you have 2.” I responded “no, I have one” & my cousin who was present agreed. I was never asked to look at it under the moving blankets to make sure it wasn’t mine or my credenza. Around noon on 9/6/22, I contacted the company to tell them that I was missing furniture. Aaron answered and placed me on hold and then transferred me to Charlie who said, “not to worry, we have it. Charlie said he would contact the guys and call me back in 10 minutes. He called back and said, “see I called you back when I said I would.” The conversation was more aggressive now and not like it was before. Charlie blamed me for refusing the furniture and it was my fault as I should know what my furniture looks like. I told him I was told it was a dresser. He said credenza, dresser all the same and you don’t know what your furniture looks like. How can I tell what it looks like I told him through moving blankets, I said I don’t have x-ray vision. He told me they would be charging me again for having to return the item and it would cost $276.00. The next day he accused me of suing everyone just because I do not like something. I do not like being falsely accused or taken advantage of, I should have been given the opportunity to see the item. He also said I should have had a Manifest from May. Why wasn’t an inventory done after the furniture was delivered to confirm the same items were delivered that were picked up? He said it was done at their warehouse. Why was it not done at my house? He said I should have known my furniture. I paid an additional $276.00. I was told I am lucky as it would have been thrown out.

  

  Business Response

  Date: 09/09/2022

  We moved Ms. ******* on May 5th,2022 into our storage
  facility.  At the time of this move a
  full inventory of goods was done and a signed copy provided to the customer at
  that time.  When a customer is brought
  back to our storage the goods are containerized and sealed and labeled with the
  customer information.  We have a file with
  the customers information and what containers and location in our warehouse
  clearly labeled. Ms. ******* scheduled her move out of storage on 9/6/22.  Our crew loaded all her belongings from her
  storage containers and delivered.  Upon
  bringing in one particular item that was padded, Ms. ******* told our crew this
  wasn’t her item and bring it back – its not hers.  Our crew leader Misael called our office
  explained what was going on and as we both agreed everything on the truck was
  the customers it was in her storage containers.  The crew followed Ms. ********* instructions and
  brought the item back to our facility.  We
  received a call hours later after the move was complete from Ms. *******
  stating that we have a piece of hers & the guys called the item they brought
  in a dresser when she said it’s a credenza and that’s why she refused it.  Regardless if someone mistakenly called a
  credenza a dresser – if its your item you should have accepted it vs. refuse
  it.  Ms. ******* should of never refused
  an item without looking at it as she claims it was padded.   At this time the crew was already gone for
  the day.  Charlie called Ms. ******* and
  explained that we could bring the item back out to her but there would be a
  fee.  We would not charge our 4 hour
  minimum but it would be actual time for the two mover crew.  Ms. ******* agreed, told us to charge her
  credit card and agreed to deliver the following day 9/7/22 – we would give her
  a call ½ hr. prior.  We did exactly that
  and delivered her item on 9/7/22. We have a clean bill of health signed by Ms.
  *******. 

  Customer Answer

  Date: 09/09/2022

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

  I was told by Charlie that the men actually refused to come back on 9/5/22. Why did the movers not remove the blankets covering the item? If in fact the item was being referred to by a different name “dresser” and not “credenza”  so I could have verified that in fact the item in question was not mine or was mine? I was not told that all the items on the truck came from my container till I spoke with Charlie. It is not my profession to know what is on the truck or what containers are loaded on the truck. Again, why was this information not relayed to me when the movers were at my home? I should have been able to view the furniture in question if any of the information provided by Charlie was told to me at the time of delivery. Why didn’t the movers show me an inventory or accounting number of the pieces that were being delivered? If anyone of these things were done at the time of delivery there would not have been any disputes or question about the piece of furniture belonging to me or any pieces of furniture. I looked on the website and no where does it identify the information regarding the customer knowing what is loaded on a truck or the policy for inventory check of items for delivery. If the customer is responsible for knowing this information then it should be disclosed on the paperwork, be visible on the website, or be verbally communicated to the customer. The company should review the procedures to the customer prior to any moving and delivering of furniture. This oversight could have been prevented if in fact there was a policy in place.