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:05/23/2025

  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.

  We agreed to a rate or $789 for 3 movers for 3 hrs for our move on 5/21. Only 2 movers arrived. I called them immediately, and they said they would get back to me. They never explained why 2 movers arrived instead of 3. At the end of the 3 hours, they called asking us to pay to extend the time. We said we agreed to 9 labor hours (3 movers for 3 hours)and you have only provided 6 (2 movers for 3 hours). They said they would lower the rate to $689 for 2 movers for 3 hours, then asked us to pay an additional $139 for one more hour. This still ultimately required us to pay them more money for less time.1. Rate we agreed for 3 movers: $789/3 people/3 hours = $87.66 /hour 2. Rate they asked for 2 movers: $689/2 people/3 hours = $114.83/ hour 3. Total % increase on rate for 2 rather than 3 movers: 31%4. Total hours agreed: 3 movers x 3 hours= 9 hours 5. Total hours provided: 2 movers x 3 hours + 2 addtl hours = 8 hours The staff member I spoke to repeatedly tried gaslighting me into believing there was no mistake and that I was being unreasonable for protesting the increase.I spoke to her for 11 mins and she refused to admit any wrong doing and said the movers would leave if we didnt agree to the extra time at the higher rate. They put us in a difficult position because these were not the services or rates we agreed to. Now we couldnt complete the move without their movers, and they didnt send the right number of people to do it as planned. If they had sent 3 movers as agreed to and they needed more time, I would agree to pay for extra hours.They are likely intentionally sending less movers than planned to charge a higher rate for their services when more time is needed.I explained it was difficult trying to take care of a newborn and having to navigate these unjust price increases. I was feeding my baby and having to take this call at the same time. They told me many times that I shouldnt be so upset in front of my newborn and it was surely impacting her.

  

  Business Response

  Date: 06/02/2025

  Ms. ****** complaint is regarding the billing of her job.  She did book a 3-man, 3-hour minimum job at a price of $789.00.  On the day of the job, one of the movers was ill and we could only send out two team members.  They completed the job and we billed the customer based upon the two man rate (a total of $828.00). Since she did complain about the price, we are refunding her $39.00, which is the difference between the quoted 3-man, 3-hour minimum rate of $789.00 and the amount she was charged if $828.00.

   

• Initial Complaint

  Date:05/13/2025

  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.

  May 7, loading/packing a shipping container Loose ropes, poor knots on ropes; bicycle not tied down but just put in at end of job; ropes not in contact with items packed in places and no tension securing boxes; boxes stacked in a way that they do not touch making columns prone to swaying. The management said that the load looks adequately packed, but they cannot seen the pull knot nor the slack tension on the ropes, not the boxes stacked ***************** tried to put the blame on me, that I did not tell the movers to do a better job, that I waited to call after they left, whereas THEY are the professionals and it should not be MY burden to call professionals on their job. One employee has been very kind but the management will not respond. They did not return my calls despite saying that they would call me back.

  

  Business Response

  Date: 06/02/2025

  In all due respect to *** *****,he failed to mention a couple of facts...

  #1 - he had ordered too large of a portable storage container.  His belongings did not even extend to the end of the container...we had no choice but to load the bicycle at the end.  Boxes, stored in the front of the container were only stacked three to four feet high. If he had rented a 8' container rather than a 16' container, things would have fit much more securely.

  #2 - we always suggest that the customer purchase ratchet straps as they are the best defense to shifting loads within a container.  *** ******* straps were to long and we could not utilize them and had to pivot to use rope.

  In closing, due to all of the extra room in the container and the lack of functional ratchet straps, we loaded the containers the best we could. His belongings had much more of a chance of shifting without the ratchet straps and without his container being the proper size.

   

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23324371
  
  I am rejecting this response because: it does not address many of the main problems.  Please see attached outline.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 06/19/2025

  Mr. ***** had two major facts that contributed to his issues.   

  1. He readily admits that "the straps I purchased were not ideal but with some ingenuity they might have been used very effectively".   It is not our job to re-engineer the non-conforming straps...by not purchasing the straps we had recommended, we had no choice but to do our best to tie off his belongings (but it was not the most ideal situation.)

  2. Once again, Mr. ***** had rented too large of a container for the amount of belongings he was moving. I understand that PODS had suggested a 16' container rather than an 8', however, by not even having enough belongings to cover the entire floor, the opportunity for damages during transport increases incrementally as the load has a higher tendency to shift.  We did the best we could with what we had to work with.

  3. One other note, Mr. ***** claims "Half of the boxes were books and thanks to the law of gravity an 8 foot stack of books is MORE unstable and prone to shifting than a 4 foot stack, therefore a larger container with shorter stacks is less likely to shift".  Unfortunately, Mr. ***** is not an expert on loading portable storage containers as we are.  Yes, boxes are often stacked but also are used as buffers between the uneven nature of wood furniture.  For example, we do not just load all of the boxes in one area of the container...rather, they are spread throughout the container as needed to fill in gaps and to distribute the weight more evenly when there is a adequate amount of goods to at least fill a container's floor.  We NEVER stack boxes floor to ceiling!

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23324371
  
  I am rejecting this response because:

   

  1. "non-conforming straps" what does that mean; they lacked s-hooks and could have been tied. which is hardly "re-engineering".

  2. "Once again, Mr. ***** had rented too large of a container"...I repeat, I ordered the 16 container at the suggestion of PODs because of the couch which was just over 8 foot, and PODs only offered 8 and 16 foot containers.
  3.  "We NEVER stack boxes floor to ceiling!"...most pictures of packed containers are filled this way.

  But this is going to go nowhere and so I would like to end my participation.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/10/2025

  Mr. ***** has chosen to end his participation in this case.

• Initial Complaint

  Date:04/17/2025

  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.

  They did lots of damages and braking items also dragged out work hours and left job sight for almost 2 hours to pick up another worker on the clock Worker that stayed was limping and dragging out the work time had many thing for them to cover everything getting loaded and they never used anything. They recked and marked every wood item they handled even made wall holes and marks while moving After I brought this up to them I filled out form sent pictures and they got back to me offering ****** not even close to all the damages And they say I have till end of month or nothing So far I turned it down being so low compared to all the damages they did PLEASE HELP ME

  

  Business Response

  Date: 05/08/2025

  In this complaint, Mr. ******* claimed that we "marked every wood item"... After reviewing the pictures from the job, Mr. ***** did not have any furniture protection for his wood items.  Unfortunately, he did not purchase pads from us nor did he supply any of his own.  Without being properly padded, wood furniture has a much greater chance of being damaged during a move.  Although he did not have any furniture pads, we still processed his claim for damages which was valuated based upon the claims policy that he had agreed to in writing. 

• Initial Complaint

  Date:03/25/2025

  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.

  Summary of Experience with Pack and Load:We chose Pack and Load, recommended by ***S, for their professionalism and efficiency. Unfortunately, our experience involved delays, poor communication, and subpar service.Timeline and Key Events:Pack and Load arrived late at 8:50 AM (scheduled for earlier) and had limited English speakers. They spent time on low-priority items and reassured us everything would fit, but took a longer lunch than promised. The team worked slowly, needing frequent ************* 7:00 PM, many boxes were still unpacked, and the *** was too small. Priority items like ceramic pots werent packed first. Workers suggested paying cash to continue, and our request for a supervisor was ignored.Unprofessional Behavior and Issues:The *** was exposed to rain, damaging belongings. Fragile items were poorly packed, and we had to request a blanket replacement for a sofa.Shakedown ******************** intentionally worked inefficiently to request additional payment. The slow pace and cash-payment suggestions were uncomfortable.Communication Issues:Despite requests, no supervisor contacted us. We were asked to approve extra charges via text, which we didnt approve. Communication was ******* the end of the day, I had to cancel a farewell event to manage the situation. I micromanaged while workers continued inefficiently, making what should have been a straightforward service stressful.

  

  Business Response

  Date: 04/03/2025

  *** ****** has multiple issues in her complaint and will address them individually...

  "They arrived late at 8:50am (scheduled for earlier" - While the arrival time is accurate, we were by no means "late".  We never promise exact start times, rather, we provide a arrival window which was 8-11am.

   "They spent time on low-priority items" - I have no idea what this means.  We were hired to pack her boxes and load them into the portable storage container whe had rented. She was responsible for letting us know if there was a hierarchy for her items which did not occur.

  "They reassured us everything would fit" - This is just not accurate.  We NEVER claim that a customer's belongings will all fit into the size storage container that they rent.  We always try to fit everything but in many cases the customer just does not rent enough storage space and that was the case for *** ******.

  "Took longer than promised" - We never "promised" how long a job may take, rather, we offer two pricing models.  One is a flat rate, which is one price regardless of time...the second is an hourly price which is based upon the actual hours spent.  In this case, the customer chose the hourly rate. Once we nearly finished loading her storage container, it became apparent that all of her belongings would not fit so the customer had us unload the container and then reload it the items that were prioritized by her.  This caused additional hours to incur.

  "We were asked to approve extra charges via text, which we didn't approve" - We attempted many times to telephone the customer but she would never answer so we sent texts.  She did not respond to them either so we spoke to our crew who was performing the job and they receive verbal permission to continue the job from the customer.  Additionally, *** ****** had signed our customer work order, indicating she agreed to pay for all services rendered.

  In closing, she is requesting a refund but she failed to mention that she charged back with her credit card company all of the charges paid for the move.  Our team was there hours and as of right now, we have been paid a net total of $0 due to these chargebacks.  This case should be closed and continued in the chargeback venue.

   

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23106601
  
  I am rejecting this response - please see attached. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/21/2025

  I do not know what her rejection is as she only stated "please see attached".  We addressed her issues individually...furthermore, once again she made no mention the she charged back with her credit card company all the monies that she had paid for our services. He "Desired Resolution" was "Refund".  That was constructively done with her chargebacks.  This case should be closed!
  

• Initial Complaint

  Date:03/11/2025

  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.

  We hired Pack and Load to load-out our furniture into a storage container and to move a refrigerator from the kitchen to the pantry. No issues were experienced with the load out as professional movers were used. Pack and Load was also hired to move the furniture back into our home and to move the refrigerator back into the kitchen. It was during this load-in when we experienced issues. The damage to our property was directly related to the unqualified, unprofessional personnel Pack and Load chose to send to our home.The movers provided did not have the necessary equipment to protect the new floor when moving the refrigerator. They ignored our instructions to move the refrigerator only with protection under the refrigerator. They moved it anyway, without protection for the new floor, resulting in gouges and deep scratches. They also destroyed the refrigerator handles by using a power tool on the brass set screws, thus stripping the screws and the handle threads. They repeatedly dropped furniture onto the new floor. We filed a complaint with *********** on October 29, 2024 and included receipts that their negligence caused $3736.71 worth of damage to the refrigerator and the newly installed hardwood flooring. The company responded to our claim stating Pack and Load is only responsible for $50. We filed a rebuttal on December 12th with no response from the company and sent a letter on January 8, 2025 to the President of the company with no response. At no time during the sales process, did anyone from Pack and Load state their maximum liabilities or offer additional insurance. This is deceitful and dishonest.We paid over $1500 for the load in and load out and are also out of pocket an additional $3736.71 for the repairs we had to make to our refrigerator and newly installed hardwood floors. We are requesting reimbursement for the damages their movers caused.

  

  Business Response

  Date: 03/26/2025

  In all due respect to *** *****,she was aware of our claims policy as she signed the customer work order stating she was in agreement with the policy.  If she has a concern about the policy at the time of the booking, she certainly could have asked about the policy at that time.  She also had over three months of time between her booking and the commencement of the job to ask any questions that she may have had. Additionally, we performed the same services for her several years earlier and our claims policy was disclosed to her at that time as well.  Furthermore, on her one-page quote, in bold letters, states "For complete terms and conditions, please refer to **********************".  In closing, she had plenty of time and opportunity to fully understand our claims policy.  He claim for damages was processed based upon this policy.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23041820
  
  I am rejecting this response because:

  The response provided by the unnamed Pack & Load entity did not address the issues presented in my complaint.

  Most importantly:
  1.  Pack & Load sent unskilled laborers to our home to re-install our belongings.
  2.  These laborers had neither the skills nor the equipment to safely move our belongings into our home.
  3.  The laborers ignored our directions to protect the new flooring, thus damaging it.
  4.  Pack & Loads liability limits should be stated plainly in the contract, not hidden away on some website.  It is deceitful to hide this important information.

  Yes, we previously used Pack & Load with no issues.  This was because the personnel sent to our home were professional and experienced.  They came with the proper protection equipment.  
  The Pack & Load quote we received states: Included with the service, our professional movers will supply dollies, rope to secure the load and tools for basic disassemble.  Pack & Load violated this commitment by sending ill-equipped and unskilled personnel to our home for the load-in of our furniture.

  I find it appalling that Pack & Load would allow its representatives to ignore homeowner instructions, encourage actions that damage personal property and then hide behind some clause thats not written on the contract, but hidden in the cloud somewhere.
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/12/2025

  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.

  12/20/24 Contacted ******** at ************ Obtained quote to move items from storage unit to POD 20 ft away. I informed her of a heavy 3door floral refrigerator in order to ascertain whether there would be an extra charge. She told me there would NOT be an extra charge. Based on this info, P&L hired 2 men for 1/30/25 move. My card was charged $789 prior to the move - the amount I approved. All items items were moved quickly into the **** AFTER the move, ***** left me a voicemail stating I had been charged an extra $85 due to floral refrigerator. I had a specific account set up for this move and budgeted based on ********** quote. Due to this unexpected fee, my account became overdrawn. Immediately called ***** back, informing her of my discussion with ********. She told me the billing **** would call me back. The billing **** did not call me back. I had to email them multiple times over the next few days requesting call. After several emails, I received 2/5/25 email stating, "I am the billing department. $85.00 was charged for A bulky item described as a large fridge. Do you have any further questions?" I replied back that I'd like to discuss the $85 charge which I did not approve and caused my account to be overdrawn. ********* then called me stating she was in charge of billing and said the extra fee was for the refrigerator. I reiterated that I had spoken to ******** prior to any move, alerted her to the refrigerator, and she said there would be no extra charge (******** confirmed this). ********* stated because it was a large item, there should've been 3 movers, not 2. I informed her that was not up to me. I asked her why, even though ***** said billing would call me, they never did.. She told me her mother had died. I expressed my condolences for her loss, but also asked her to remove the charge. She told me she needed approval and she'd call me back next day. I have yet to receive a call back, even after emailing. I just want the extra $85 charge credited.

  

  Business Response

  Date: 02/24/2025

  I did take the time to review the calls related to Ms. ******** move.  During the sales call, ********, our move coordinator and Ms. ****** did have a conversation regarding a 3-door refrigerator.  Ms. ****** did disclose that she had a 3 door refrigerator and ******** did tell her she felt it could easily be handled by two movers.  She thought it was just a typical 3-door fridge...unfortunately, when our team arrived, we discovered that it was a 3 door commercial stized unit. If it was a typical refrigerator, there would not be an additional charge...in this instance, the fridge was oversized which would trigger the "Bulky Item" charge of $85.00.  We attempted to discuss this with Ms. ****** on the day of the job but our call went to voicemail.

  In any event, we have decided to refund the $85.00 bulky item charge.  Although this fee is justified since the refrigerator was so large, we did not do a good enough job of identifying it's size when Ms. ****** booked in.  If she had mentioned that she had a 3 door commercial sized refrigerator, we would have explained at that time the bulky item charge...unfortunately, she just mentioned she had a 3 door fridge and we didn't ask specific enough questions to determine what the actual size of it was.  

  The refund is being processed today.

• Initial Complaint

  Date:01/15/2025

  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.

  This moving company has a terrible damage coverage policy:They only reimburse up to $250 for the entire move and $25 per item, regardless of fault. They broke a ***** light and the movers accepted responsibility and then the company said, tough. we won't cover it even if it was our fault. If they dont pack and unpack your items, they wont cover any damages, even for moves into pods.I regret using this company and would strongly advise others to avoid them. People need to be warned about using this company.

  

  Business Response

  Date: 01/17/2025

  We mailed a claims packet to Ms. ******* on 12/06/2024...she has yet to return the completed form.  I cannot tell what had happened to her alleged damaged light, however, I did review the job notes from both days moves. Our customer service department spoke to Ms. ******* on several occasions during the course of these moves and at not time did she ever mention anything about a broken light. 

  In regards to her complaint about the our claims policy, she had agreed to it as evidenced by her signature at the bottom of our 1-page work order, which clearly states the policy limits.

   

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22812148
  
  I am rejecting this response because:  I received a message that they confirmed they received my claim.  Below is their response. Which is basicly, yes we only cover 250 even thought the item they broke was worth $2400.00. Consumers should be warned about this business. They knowingly move peoples stuff worth 1000s of dollars and then turn around and say they only cover ****** worth.  

  here is the email they sent to me.

  Hi *******,
  
  We have received your claims packet and documents. Yes, per our terms and conditions, we can only cover up to $******, I have provided the link to our terms and conditions below.
  ****************************************************
  
  Best Regards,
  ****** ********

   

  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/12/2025

  As previously mentioned, Ms. ******* was aware of our claims policy as evidenced by her signature on the 1 page customer work order that she had signed.  A claims determination letter has been sent to her based upon this agreed-upon policy.

• Initial Complaint

  Date:12/23/2024

  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.

  On 11/7/24 PACK AND LOAD came to my house and loaded a PODS container. I provided 20 blankets to the men doing it, as requested by the company the day before. When the container arrived at its destination I saw that they had not wrapped my outdoor furniture, which is painted metal. Instead, they had piled it on top of each other and thrown the blankets on the bottom of the container. With shifting many of the pieces had chipped paint. I filed a complaint with PACK AND LOAD, including pictures, and an estimate for over $2000 to repowdercoat my furniture . Their response was that they were only responsible for $0.60/lb. They questimated the weight and came up with a total of $45.40 that I was due in compensation. This is ludicrous, but they claim their "contractual liability" is only for this amount!I claim that the least they owe me is the $655 I payed them to do the job since the job of "packing" was not even carried out. I am sorry I didn't read the other comments about this company before I hired them. My bad for not doing due diligence and PODS bad for actually listing them on the website as a recommended packing company.

  

  Business Response

  Date: 01/10/2025

  I reviewed the photos from Ms. ********* container loading and the pads were in fact used and not "thrown on the bottom of the container".  We used all of the pads that were supplied by the customer.  Her damage claim was processed based upon the claim policy that she agreed to in writing at $.60/LB. 

• Initial Complaint

  Date:11/11/2024

  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.

  On October 31, 2024 we called ***** of *********** to make final arrangements to pick up contents of our pod from ********* in ************* to be shipped to wintergarden fl. My husband made sure the pod was empty after the loading on the truck. The reason for the shipment to Wintergarden was the we lost our home and most of our contents during Hurricane ******* When we arrived at our wi tergarden residence, we unloaded our bins. We found that approximately 350 dollars in ********** quarters my deceased dad gave me were missing. Also an expensive long white coat was.missing. in addition a bin containing small appliances was missing plus a large collectable figure. When I called the pack and loan in largo I was referred to to a Ms ******* She told me she would check the truck and never called back until I called her. She was testy and told me to file a police ***ort. My husband and I are going through some terrible times as a result of the hurricane *********** *** should not have treated us so poorly. I hope no other customers of this company have to go thru what we did. Is the company just using invested casual labor?

  

  Business Response

  Date: 11/11/2024

  Our company, Pack & Load Services, have no record of serving this customer.  I suggest that she downloads her invoice so I can research this further. 

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  7/24/2023 - Pack 7/25/2023 - Load 6/14/2024 - Unload Pack & Load Services states on their website "We'll help you securely load for transit and unwrap and return everything to its rightful place upon arrival. Our packing experts will make sure your goods are boxe(s)d and protected and safe for transport." "In addition to being the industry leader in container packing and loading, our team of professionals are experts .....our highly experienced specialists will efficiently and securely load and unload all your items." "By using our services, you'll save time and money by letting our 'detail-oriented experts' prepare, pack and load your mobile storage container." "..we understand the right way and the wrong way to plan, pack, and load your goods for transport...the combination of our exceptional customer service.." I initiated a claim for damages. I followed Item #3 of claim process providing a description of each article damaged and a picture; nature of claim in detail; approx weight to the best of my ability; Purchase date, cost and amount claimed. I received their review of my claim did 9/5/2024. Of the items I submitted they only itemized 2 items and combined 3 items offering me $87.60. I called the business five times (9/11, 9/12, 9/13 & 9/23. I finally spoke to someone - was told to send an email asking for a review of my claim which I did. I have since sent another email requesting a response - to no avail. I have not replaced or repaired the items and they are available for inspection as stated in Item #4 of Claim Process. I believe I have done my part and I do not believe Pack & Load Services have. I was given an Oct 5, 2024 date to sign "General Liability Release of Claims" - I have reached out to the company to discuss this as noted above. No response. I believe my claim is worthy of the maximum liability of $250. *************************** "reserves the right to inspection" and I welcome them to come out here and inspect and weigh all my items.

  

  Business Response

  Date: 11/11/2024

  Our claims department did respond to her communication by reevaluating her damage claim.  On October 30th, a new determination letter was sent to Ms. ***** and each item that was submitted on her claim form was processed based upon our agree-upon claims policy. We are awaiting her response.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22468398
  
  I am rejecting this response because:

  The reevaluation was not a reconsideration but an admission that they did not evaluate the claim in its entirety. This pattern of lack of customer service has been going on for four months now.  I wish I could put an "approximate weight" on that and submit a claim. 

  I again request that Pack & Load Services follow their own Claim Process Line item #4 and complete an inspection of items claimed. As I previously stated - estimating the weight of items by a lay person (customer) is not ensuring an accurate claim.  I estimated the weight of my mattress at 100lbs.  Today I called the Original Mattress Factory and was informed it actually weighs 111lbs.  Lumping items together is also not giving an accurate contractural liability.  For example: three lampshades each weighing 2lbs ea. = 6lbs x .60 = $3.60. Not the $1.20 offered in determination.  

  It is thesis concerns and more that leave me frustrated with their claims process.  I now have until November 30th, 2024 to accept this latest offer and am asking for a response before that time expires.

  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/27/2024

  Ms. ******* claim was evaluated @ $.60 per pound and the total valuation was $133.20.  The weight of each item was determined by Ms. ***** and the valuation was based upon those weights. Item #4 in our "Claim Process" form states that "Pack & Load Services reserve the right of inspection....".  The reason for this statement is to give us, Pack & Load Services, the right to inspect damages.  In this case, we waive that right as we processed every item on her claim form...we accept the that the items are damaged.

  Her claim was valued at $133.20 which included 3 lamps at $1.20 each.  Ms. ***** did not take the time to add up the figures on her claim determination letter.  Our offer stands.

  Customer Answer

  Date: 12/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only option provided to me.  I attempted to leave a review on the company website but it does not make that available.  I read many reviews on ****** and Yelp that I wish (along with many others), I had read before I hired this company.  Every testimonial they present on their website is a positive one and most are from 2020.  I trusted not only this company but the recommendation that **** gave them by listing them as a vendor to handle my needs.  

  I also trusted the BBB A rating bestowed upon this company only to find out it is given to companies that respond to complaints and does not reflect the quantity or nature of the complaints.  The consumer is not considered in that.

  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 01/07/2025

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

  I accepted the company's last response on Dec. 8, 2024 via complaint #******** and have not received a response or check from them. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/10/2025

  I do not understand Ms. ******* response.  She said she accepted out last offer, yet she never sent in the release of claims which would enable the finalization of her claim.  She can contact me directly to resolve this.

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I emailed the required form from October 30, 2024 today.  My understanding was that it had expired as it was past the 30 day **** and that further correspondence would only come through BBB.
  
  Sincerely,
  
  ******* *****