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:06/27/2025

  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.

  I hired them to move me from one home to another less than 1/2 mile away. In the process they broke my marble top dining table. They admitted to it, took photos and said that I would hear back from the company and I never did. I called the company 3 times and left messages, I left a Google review (which they responded to but still did not contact me directly). I uploaded a photo to them of where to get the replacement dining table (World Marker and cost $675) or they can refund that amount to the credit card I used to book the job. They have ignored my attempts to settle this amicably.

  Business Response

  Date: 06/27/2025

  Hi *****,

  While not common, sometimes damages do occur and when they do, we want to make it right. After looking into this briefly it sounds like one of my operations managers was trying to reach out to you in regard to the damaged table but never heard back. It is possible a call back was overlooked and if so, we apologize. However, I will be taking lead on this now and will be in contact so that we can come to an agreement and settle this damage claim. 

• Initial Complaint

  Date:12/09/2022

  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.

  Date of the Transaction : 09/19/2022
  Amount Paid to the business: $1,438.50 day of Move and $235.00 as a deposit at the time of booking. Total paid : $1,673.50
  
  I was quoted a total move cost of $1,390.00 for my move. I indicated I would provide all of my own packing materials and no additional ones were needed. The movers were showing the items that needed to be moved. There were no additional items added to the move. Everything indicated was on the quote. They did not move all of the items I was quoted nor did they pack everything they were supposed to. All 3 movers stood out the truck to talk and eat while I was paying them. Upon leaving my home at 11:45 AM and arrived at the new home by 12:15 Pm I did not hear from them again until 12:45 telling me they could not access the base because they did not have the paperwork. So I drove over to the gate at that time. They did have the paperwork but went to the wrong gate twice and were not prepared. They did not arrive at the new home until after 2:00 PM. That is OVER TWO HOURS that I was charged for that were of no fault of my own. I was informed by the employee Brock providing my quote that if I experienced issues related to the company’s fault at the gate I would not be held responsible. I asked multiple times during the quote about base access and he said it was absolutely nonissue because they have done it previously. I had unwrap almost all of my furniture, disposed of trash, and folded blankets because they were not completing the tasks. I was able to unwrap two rooms, open a mattress, and set a bed up in the time it took one of your movers to unwrap and set a bed up for one room. They also broke a Brand-new TV, damaged our master bedroom mirror, and have since stopped responding to any and all of my communication attempts after offering an unreasonable reimbursement offer. I tried to dispute these items at the time of check out and the young man was rude and refused to assist.

  Business Response

  Date: 12/13/2022

  It is my understanding that the manager you were in correspondence with offered a refund of $250 for the issues that occurred during your move. While uncommon for our business, sometimes damages/driver error do occur during the moving process. I've attached the paperwork from the day of your move and in referring to the highlighted section of the liability waiver, we are liable for up to $0.60 per pound for items damaged while in our possession. We were able to look up the TV and determined the weight to be approximately 26lbs which would typically be a payout just shy of $16 but in wanting to be reasonable, we offered $100. For the mirror, we offered an additional $50 to put towards the repair of the item, this would be coverage of right around 80lbs based on $0.60 per pound. We advise all clients moving to a from a military base that they are responsible for the time it takes for clearance but we do acknowledge that our captain drove to the wrong gate and offered to tack an additional $100 (almost a half hour of paid time) to the refund to compensate for having to turn around and head to the correct gate. Based on this we feel our offer to refund $250 to the card used to pay on the day of the move to be fair and are more than willing to still honor.