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:10/23/2023

  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.

  We used this company for a local move on 8/26/23. They broke several of our items, 2 of which they repaired. One item, due to its complexity, was unable to be repaired. When asked to replace this item, they refused and pointed to a document they hurriedly placed in front of me to initial after the truck was 1/2 loaded with our furniture. Apparently this portion states they will pay 60 cents per pound for any damage. Had i known this in advance, i would not have hired them. This valuation is very minimal. They should have insurance to cover replacement value of what they move and clearly break. They say they already paid more than the value in repairs to 2 other items and offer no reimbursement for the 3rd. I would like at minimum, 1/2 of the retail of this dresser (799, so $400) refunded.

  Customer Answer

  Date: 11/20/2023

  What happens if the company does not respond?

  

  Business Response

  Date: 05/19/2025

  To Whom It May Concern,

  
  

  We understand that damage during a move is upsetting. As stated in our communications, there are inherent risks involved in moving furniture, even with the highest level of care.

  
  

  Valuation coverage for household goods is regulated by the state and not something movers control. It is not the same as insurance and does not provide replacement value.

  
  

  That said, we went well beyond the required valuation terms. Instead of offering the minimal payout set by regulation, we hired a professional furniture repair technician to visit the customers home and attempt repairs on two items. This was done at our expense as an act of good faith.

  
  

  We also tripled the standard valuation compensation to reflect our desire to resolve the matter fairly. One of the items was reported by the customer to be irreparable, and we acknowledge that. However, it doesnt change the fact that we made extensive efforts to make things right.

  
  

  We understand the disappointment that comes with damaged furniture, but weve acted responsibly, responded promptly, and exceeded the standards of our industry throughout this process.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 20761763
  
  I am rejecting this response because:  pretty pathetic that it takes 2 years to respond.  I dont expect to get anything compensatory from this company, but rest assured, we will tell EVERYONE we know not to do business with them.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service 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.

  In mid Feb. 2023, I contacted Devon C****** about my upcoming move. He came to my home in Occoe and saw the furniture, pictures, etc. that needed to be transported to my new home in Eustis. I asked for an estimate and he sent me an email stating the cost would be $724 min. and $3,000 max. for the move + some packing of china, glasses, etc. When his movers arrived, they came in a 26. ft. truck which was too small for all of my items. I contacted him immediately and he said that was the largest size truck that he rented. Because of that smaller truck, it became a 2 day rental. On Feb. 26th, I paid him the $3,000. he demanded that I pay an additional $1,000 or he would hold my furniture hostage. I kept repeating to Mr. C****** on his cell phone what the the maximum amount was that I agreed to and he said that because it was a 2 day move, I would have to pay the additional $1,000. Mr. C****** then ordered them to stop unloading and hold my furniture hostage until I paid the extra money. Several days went by and Mr. C******, threatened to sell my items, bill me for storage and file a lawsuit for the additional money. Eventually, after I paid the extra $1,000, he returned my items, but did NOT return my home computer, tower, keyboard and monitor + my Kitchen table. To this day, I have asked him repeatedly to return both items & my attorney sent the attached letter to him. Mr. C****** replied that he does not have either item. When I hired him, his company took the responsibility to transport ALL of my items safely. Also, his men cracked the screen of the 65" TV that my late wife bought me for my 70th birthday. They delivered the TV but did not unwrap & set it up. I discovered the 2 feet that were missing. We found 1 foot in my son's drawer & the 2nd foot in a trash can they used to move my items. The screen cannot be repaired. I want my home computer and kitchen table returned & because his men damaged my TV, he should replace it as well.

  

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to respond to Mr. ****** complaint and provide clarification on the events concerning his move in February 2023.

  
  From the beginning, our goal was to provide Mr. ***** with a smooth and transparent moving experience, free of hidden fees. He received a written estimate based on an hourly rate, which was clearly outlined in the service agreement he signed and acknowledged. The agreement explained that actual job costs could vary depending on the time and scope of work required,especially in more complex or multi-day moves.

  
  Mr. ***** stated that the truck used for his move was too small. However, we operate exclusively with 26-foot box trucks, the largest size available in the commercial moving industry. This was communicated prior to the move. The volume of items involved required more time and resulted in the move extending into a second day.
  At the time of billing, Mr. ****** payment did not cover the full cost of the services rendered. In accordance with industry norms and our own policies, we temporarily held the remaining items until the outstanding balance was resolved. There were no threats to sell or dispose of Mr. ****** belongings. Our communication explained that we would deliver the remainder of his items upon payment. Once the final payment was made, his belongings were returned without issue.

  
  Mr. ***** later claimed that his home computer system and kitchen table were not returned. We conducted a full internal review, and no such items were remaining in our possession. Our crew confirmed that all items they received were delivered. Additionally, after receiving a letter from Mr.****** ********* we submitted our records including the signed service agreement, communication logs, and a statement from one of Mr. ****** own representatives. Upon receiving this documentation, the conflict ended.

  
  Mr. ***** also reported damage to a television; The TV was carefully packed inside its original manufacturers box and transported fully enclosed. We were not asked to unwrap or set up at delivery, and when it was loaded, the unit was fully functional. Based on the timeline and handling, if any damage occurred, it most likely happened after delivery during ************* ***** was due Basic Value Protection, the industry-standard coverage included at no extra charge, and a claim was processed accordingly and compensation was provided based on that level of coverage.

  
  Throughout the process, our team worked in good faith to support Mr. ****** We reduced pricing, explained every detail thoroughly, and made multiple attempts to accommodate his needs. While we handled this move with professionalism and patience, there were consistent signs of confusion and forgetfulness from Mr. ***** that complicated communication. We say this respectfully not critically but his memory lapses and miscommunication made it challenging to resolve concerns quickly. Even so, we remained professional and did our best to bring clarity and fairness to the situation.

  
  We understand that moving is a high-stress process,particularly for senior clients. We are deeply committed to ethical business practices, clear communication, and treating our customers with respect. While we strive to satisfy every client, there are rare cases where a resolution is hard to achieve despite our best efforts. We are confident that we handled Mr. ****** move responsibly, transparently, and in full alignment with the service agreement and industry standards.