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:03/01/2023

  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.

  Late to the job, damage furniture, left safe upstairs. Charged way more then quoted! Then blocked my number and will not speak to me about how to fix the issues.

  Business Response

  Date: 03/06/2023

  Tell us whyThe homeowner was present throughout the move from the original home (Point A) to the destination (Point B). My workers advised the customer they had cleared the residence and the customer agreed it was cleared and they all left to travel to Point B. Upon the truck being completely unloaded, the customer informed my team that a safe was left behind at the point a address. She then demanded to speak to the owners immediately and tried to force my team to stay at point B until the situation was resolved. Due to the hostile nature, my team was instructed to leave for their safety. I spoke with the customer and informed her that we would resolve the issue by going to get the safe the next day, which was not satisfactory to her.

  
  

  She also advised a piece of furniture was damaged and the only satisfactory resolution she would accept was to completely replace the furniture with a brand new piece. I explained to her the per the terms of the contract, that was not a feasible option, however she refused to accept any offer. We offered to repair the furniture or replace it, up to .60 cent per pound. I informed her that I would speak with her as she was the customer with whom the contract was with. Her son repeatedly called the office phone demanding the furniture he replaced outright. He was belligerent and rude and would not accept any alternatives and the contract was not with him. In an effort to avoid continued conflict, I advised that we would be willing to speak with the customer on the contract to discuss an mutually acceptable resolution. However, she never called back as phone records show. 

  
  

  The total cost was due to the additional hours and drive time to unload all the furniture. The customer was sent a contract well in advance for her review and she signed and returned. The contract specifically outlined how many hours were included at the special rate we gave her, how many movers would conduct the move and specified damages. The drive alone was over 40 minutes due to the distance from point a to point b.

  
  

  Also, we were not made aware of any worker on the phone or any complaints until after the job was concluded. However, that has been addressed internally with the employee.

  Lastly, the customer and her son have both filed separate complaints for this same issue. Please relate cases #******** *** ********* as they are one and the same. 

  Customer Answer

  Date: 03/08/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Keeley Logistics never said anything about picking up the safe the next day. I am still waiting for a response. As a matter of fact they hung up on my son several times and said my son was not going to dictate how the conversation was going to go. He was the one that would decide what Keeley Logistics would or would not do.  As far as not letting his employees leave, they were already in the truck and the truck was running. They could and did leave when they wanted. The 3 complaints were from the household, 3 adults live here and we all had interaction with the movers and ******. The 4th complaint was done by me to ******, which is where I found Keeley Logistics. After doing some research on the company it appears this is not the only complaint they have received for how they treat clients. All I may add are told to pay in cash only, even though I paid the deposit on line?? So now I'm questions the positive reviews left by others? Friends, family, employees? 

  
  

  Regards,

   

  
  

  ******* *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/18/2023

   

   

  We informed the customer that we would try to get the safe the next day, however, the shelf l schedule was fully booked and we were not able to. Again it is the customer's responsibility to ensure that all items are removed from the original location. The customer failed to do a walkthrough prior to leaving Point A and only realized three safe was not there upon verifying the truck was empty at Point B.
  
  Both, the customer and my employees stated that she instructed them not to leave until the keyed was resolved and we instructed the employees to leave once the truck was empty and management would work with the customer to resolve the issue. The contract was not with the son and upon trying to speak with the son, he became belligerent and we ceased communications. We informed the customer that we will speak with her in an effort to resolve the issue and we stand by that.
  
  The 4 adults were not in the household during the move. However, the 4 complaints is an obvious attempt to slander our company and gives the appearance of 4 separate, individual complaints, when in fact there was only one complaint. 
  
  Additionally, ***** verifies all reviews prior to posting and must be made by actual customers, which is primarily why there were not multiple complaints done on that platform. Our company is reputable and honest with clear terms in our contract.  Of course, there have been complaints, as is the case with every company, corporation or other entity in business regardless of field. However, we receive many many more positive reviews and compliments, but often customers do not take the time to provide positive feedback.
  
  Our company policy is that all final payments must be paid in cash or money order. This was clearly communicated both verbally and written in the contract. The deposit is allowed and necessary to secure your spot on the schedule.
  
  We do not wish to continue to go back and forth with the customer as it is very time consuming. She has stated her concerns and we have stated what we can do to resolve the issue. We can cover the damage to the dresser as written in the contract, however we will not be able to provide a refund or purchase a new dresser.