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:09/12/2022

  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.

  I hired the pack & load services for a *** that was to be delivered to my home in ******* on Monday, Sept 22nd. *********** was scheduled to arrive at my home on Tuesday, Sept 23rd to load the **** On the 22nd, the *** could not be left at my home so I called *********** around 1:18pm on the 22nd to cancel my service. The woman I spoke with informed me that I would receive a full refund minus $99 (because I cancelled 24 hours before scheduled service). A week later I still had not received a refund so around August 29th or 30th I called and spoke with a woman who apologized and said she immediately gave my file to the supervisor for a refund. On August 31st I received an email from ************************* that included an invoice of my refund which showed a same day cancellation charge of $225 instead of only $99. I immediately called the company and the male I spoke with said he spoke to a supervisor who said they needed to pull the recorded phone call to verify when I cancelled and the supervisor would call me back. A week later I still had not heard from anyone at *********** regarding the rest of my refund. On Sept 6th I called back again and was transferred to a supervisor but my call went to voicemail. I immediately called back and was instructed to send an email to: ****************************** and I would receive a reply in 24 hours. I immediately sent the email and included a screen shot of when I called to cancel my service which was dated Aug 22nd at 1:18pm. Two days went by and I never received a reply to my email so on Sept 8th I called back and spoke to ***** (I believe) and was told to send an email to which I informed her that I already did but still have not heard from anyone. She was able to find my file and see my attachment which showed when I called to cancel service. She said that they will work on pulling the recorded phone records and she would call me back later that day. Here is it Sept 10th and I am still waiting for a return call.

  

  Business Response

  Date: 09/19/2022

  I personally listened to the telephone call and did discover that **************** in fact did cancel her job prior to the day of service.  She should have only been charged the standard $99 cancellation fee.  We will process a refund of $126.00 tomorrow.  I apologize for the inconvenience!

  Customer Answer

  Date: 09/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/31/2022

  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.

  *********** team arrived to load 2 pods on August 1st. Their Team Leader stated pod provider should have recommended 3 pods vs. 2. *********** team crammed as much into the pods as possible leaving us with items that we had to deal with the following day. Pack and Load team also arrived late afternoon after *********** reps continued to tell us they would arrive in the morning. As instructed, we purchased blankets and other material for the protection of our items. Pods were redelivered to our new address in AR with many items being damaged. Two-person team unloaded 2 pods but we suggested they keep as much in one of the pods as possible vs. having them take up several flights of stairs as we were going to have Pods store these items. To my dismay, received a bill from *********** for the loading of a pod...makes no sense as this was not labor intensive as the *********** team would have had to take our items up several stairs. We were also charged for pulling 2 safes out of the pod and again, received no request from Pack and Load for the additional charge and/or explanation. We have contacted *********** several times as we are disputing the additional $625 charge. We have also submitted a claim for all the damage their team has caused but have not received any return phone call for further discussion.

  

  Business Response

  Date: 09/19/2022

  ************************ has two different issues that she mentions in this complaint.  Ill address them separately.
  Damages ************************ has filed a formal damage claim that was received by our company on or about September 8th.  This claim is currently in process by our claims department and the determination will be mailed out this week.
  
  Her second issue is with her having to pay for our teams loading of her 8 portable storage container.  ************************ had hired us to come to her home and unload two 16 portable storage containers on a flat rate basis (one price, no time limit). She agreed to our pricing and the job was scheduled for later in the month.  Upon our arrival at her home, she had a third container on site which she wanted us to LOAD with items that were being UNLOADED from her two 16 containers.  We ended loading the 8 container as requested.  She contends that she shouldnt have to pay for this loading service due to the fact that we were unloading the items from the two larger containers and putting the item in another container is the same as placing them in her home. That just isnt the case.The loading of a portable storage container is not placing items haphazardly into it, rather, it is a intricate service of putting together a puzzle by strategically placing her belongings into the container in a particular order so to maximize the space in the container and to minimize the opportunity for damages.  YOU CANNOT LOAD A CONTAINER BY RANDOMLY PLACING ITEMS INTO IT!  Furthermore, the charge for moving her two safes was accurate.  As a matter of fact, she should have been charged the same amount when we loaded them into her containers, however, it was overlooked.
  In closing, Ms. *********** claim is in process, and she was charged only for the services performed and she is not due a refund.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17904136
  
  I am rejecting this response because: Pack & Load never received my approval for the increase in labor charges.  Had someone notified us that there would be an additional fee for "loading" a pod, we would have done it on our own.  As it was, my spouse did much of the work moving boxes into the pod.  All of our boxes placed into the pod were the same size so it didn't take any extra skill to manage the loading process.  See attached letter.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/23/2022

  We loaded an 8' container and deserve to be compensated for this service.  

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17904136
  
  I am rejecting this response because: see prior correspondence stating Pack & Load never received approval for additional charge to load container.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/25/2022

  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.

  To Whom It May ********** August 19, 2022, I requested services from Pack and Load; however, on August 21, 2022, I e-mailed them requesting a cancellation of those services. It wasn't until August 23, 2022 that they e-mailed me asking if I can call them - where I called the representative hung up on me because she said I was calling after hours. I called back on August 24, 2022, and the representative I spoke to apologized and said my order was already cancelled. However, I see that Pack and Services placed a hold for $639.00 on my card today.

  

  Business Response

  Date: 08/29/2022

  
  On 8/26/2022, ************ was charged a $639.00 deposit for her job on 08/24/2022. We refunded $540.00 on 08/25/2022, which was the balance due to her after the assessment of our agreed upon $99.00 cancelation fee.
  

  Customer Answer

  Date: 08/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never was informed of any cancellation fee until Pack & Load Services e-mailed me a copy of a "quote" of my request for their services. By then, they already took my card information over the phone and agreed to perform the quoted services for me.
  
  Businesses have a legal requirement to inform a consumer of their cancellation policy at the time of the sale, NOT AFTER they take your payment information and get you to agree to purchase their products/services.
  
  Furthermore, there is a "cooling-off" period that allows for cancellation of services - which I promptly did.

  

  Business Response

  Date: 09/08/2022

  ************ is not being forthright with her most recent response.  She was advised of our cancellation policy by our Move Coordinator when she booked her move with us.  I have a recording of the call to prove this fact. She was justly charged the $99.00.

• Initial Complaint

  Date:08/23/2022

  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.

  I hired Pack & Load to help transfer the contents of a 16 ft PODS into a U-Haul truck. PODS informed me upon scheduling that I would need to have the contents unloaded no later than 1pm for this facility and I made that clear to Pack & Load when I scheduled. I was given an 8-11am arrival window and assured the crew knew the time limit and would be there early in the window. On the day of the job I was texted multiple times by "Cody" asking a ton of questions and as I was driving the U-Haul to the location I kept having to pull off to respond. "Cody" refused to call me or to take my call, but ultimately we came to the understanding they'd arrive at 9:30 to start. After arriving on site and getting set-up I received a call from PODS at 9:15 stating the original crew was not available and they couldn't get a replacement crew out until 12:30. At this point I was onsite with a rented truck and had another crew schedule for the following day to unload so was committed. I informed PODS this was unacceptable and I needed a crew sooner and they stated they'd see what they could do. Ten minutes later "Christine" called me back stating there was nothing they could do to include refunding the payment until "corporate" was back in the office Monday morning. Ultimately I had to start the job myself and got concurrence from local PODS personnel to go a little beyond 1pm if needed. Pack & Load didn't get a crew to me until 12:30 and did less than an hours worth of work while charging the full price. I understood their three hour minimum and had three hours worth of work, but I could not wait for them due to the loading window. I have requested to be refunded for the two hours of work they did not perform and have not gotten a response although I was promised an answer. I am seeking a partial refund as they did not live up to their committed and stated window of arrival.

  

  Business Response

  Date: 08/23/2022

  Consumer Response /* (2000, 5, 2022/08/23) */
  The complaint was resolved to my satisfaction just now. Pack & Load is going to provide a partial refund. I have not received it yet, but provided they process it I am satisfied with what they have finally offered me

• Initial Complaint

  Date:08/22/2022

  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.

  I contracted with Pack and Load through Pods to handle my move from ******** to ********. During my "move-in" on July 14, the movers damaged my walls and my wood floors. I have documentation from the movers admitting to that. They were very apologetic. I got estimates to repair the garage foyer, the landing, and the walls. The cheapest was $1039.60 for the floor damage and $595 for the walls. The total $1,634.60. I filled out all of their forms and sent them pictures and described the damage. I cannot get them to respond. I spoke to ****** once, and he just said it was going to take time. Bottom line, is they are offering me $25 to go away. That is for the floor and not paying anything for the gashes on the wall. I can send you the 28 pg document that includes the pictures.

  

  Business Response

  Date: 09/08/2022

  Our company has a long standing claims policy that **************** had agreed to.  His claim was valuated based upon this policy.   

• Initial Complaint

  Date:08/12/2022

  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 13&14 June 2022, Pack and Load Services, unloaded our stuff from PODS containers.
  2 dining room chairs were damaged and one of Pack and Load Service employees was carrying a 32 inch high, 23 inch wide and 19 inch deep nightstand by himself and he dropped it and it hit the wall and put a hole in the wall. The foreman took pictures of the hole and called this boss and told he/she about the damage, once the foreman got off the phone, he said that they would fix the problems. I received some paperwork on or about 12 July 2022. I filled out there Statement of Claim and mailed it off on 16 July 2022. As of today 12 August 2022, I have not heard anything from Pack and Load Services. I did email Joseph P. in the Claims department on 10 August 2022 and I have not received any response.
  
  On 13&14 June 2022, Pack and Load Services, unloaded our stuff from PODS containers.
  2 dining room chairs were damaged and one of Pack and Load Service employees was carrying a 32 inch high, 23 inch wide and 19 inch deep nightstand by himself and he dropped it and it hit the wall and put a hole in the wall. The foreman took pictures of the hole and called this boss and told he/she about the damage, once the foreman got off the phone, he said that they would fix the problems. I received some paperwork on or about 12 July 2022. I filled out there Statement of Claim and mailed it off on 16 July 2022. As of today 12 August 2022, I have not heard anything from Pack and Load Services. I did email Joseph P. in the Claims department on 10 August 2022 and I have not received any response.
  
  I would like Pack and Load Services to fix the 2 dining room chairs and the hole in the wall.

  

  Business Response

  Date: 08/30/2022

  Consumer Response /* (3000, 7, 2022/08/24) */
  The company did contact me about an hour after I received an email from you (the BBB). For putting a hole in my wall, they only want to pay me $25 bucks. It is not resolved yet we are still working on it.
  
  
  Business Response /* (1000, 10, 2022/08/24) */
  Mr. ******** agreed to our claims policy which is based upon the industry standard. Our claims department is currently working with him towards resolution.

• Initial Complaint

  Date:08/11/2022

  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.

  8 August I had Movers from Pack and Load Services come to my new home to unload PODS Containers as we recently PCS'd from out of state and were facing expedited timelines for school start, in processing with my new unit, and my wife and I's 2 month old baby.
  I booked the flat rate instead of the hourly rate because we needed the movers to stay as long as it took to unload, assemble furniture, beds and tables, and put boxes in the correct rooms as verbally directed. I also had a safe weighing approximately 450-499lbs. I was quoted a total of $1285, 700 for the first container, 500 for the second, and 85 for the safe.
  When the movers arrived they immediately smelled very strongly of marijuana and were obviously under the influence of the same. They introduced themselves, and started to unload their equipment and pulled out a regular size moving dolly with a broken wheel, not rated to move a safe that I paid extra to have moved. I asked if they were prepared to move a safe with it and they said yes. I told them I used a heavy duty dolly to load it initially. After taking mostly all direction in where to move the contents of the first container they got to the safe. As anyone would guess, they had serious issues moving my safe. Complaining about the 1.5 steps needed to get it to the front door threshold and saying "We need to take a picture of this BS" and breaking the bricks on that step with their broken dolly. When moving the safe through the threshold, they dropped it, injuring one of their crewmembers. He jumped up, mostly unscathed and started to cuss, holler and cause a commotion in front of my 3 young children, still smelling strongly of marijuana. They were able to move the safe in after almost an hour, and due to the one guy being injured they hurried up, moved boxes and items wherever and generally made my children and my wife uncomfortable. It's extremely unprofessional to show up in that manner and with the wrong equipment.

  

  Business Response

  Date: 08/23/2022

  Contact Name and Title: ***************************
  Contact Phone: **********
  Contact Email: ****************************
  ************** originally booked the unloading of his portable storage containers on a flat-rate basis which gives the customer cost certainty as the price if for the duration of the job...one price, not time limit. Our team unloaded his containers efficiently and ************** wanted the price changed to an hourly rate. Since we would not change the rate, he has done everything to disparage our company including this sensationalized complaint. Also, he failed to mention that he filed a credit card chargeback in which the entire cost of his move was refunded to him. This case should be closed.

  Customer Answer

  Date: 08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Completely agree with PLS with the exception that I'm in some way trying to lower the amount I paid for any reason other than unprofessional contractors (showing up high and smelling of marijuana), and poor customer service. The crew that showed up were unable to efficiently complete their job as described and quoted by PLS due to their employees inability to show up sober, and with the correct equipment. Also, **********************, what date was the chargeback? How would I mention something that had yet to take place?
  Adjust the rate to hourly (due to your employees showing up high, reeking of weed, and doing a sloppy job after they dropped my safe cause of their broken little dolly) and I'll gladly pay at the hourly rate, no problem. Otherwise, your business is a scam and your employees are a lawsuit waiting to happen.

  

  Business Response

  Date: 08/29/2022

  Once again, this case should be closed. ************** filed a chargeback on August 12th for THE WHOLE AMOUNT OF HIS MOVE, NOT FOR THE AMOUNT THAT HE WANTED DISCOUNTED. This $1285.00 was taken from our account and we am now having to defend this chargeback to get back the money that NEVER should have been taken from us. I am shocked that ************** is continuing to complain in this forum about a move that at this point he has paid NOTHING for!

  Customer Answer

  Date: 08/30/2022

  Closed in error. Chargeback is temporary pending investigation by my credit card company.
  Please reopen as the matter is not resolved, and PLS should not be off the hook due to a temporary chargeback.
  Absolutely shameful that a national company has this horrible of customer service and unwilling to cede the point that their employees were unable to fulfill the agreed upon conditions of work due to their unprofessionalism.

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 7, 2022/08/23) */
  Contact Name and Title: ***** C.
  Contact Phone: XXXXXXXXXX
  Contact Email: *****@packandloadservice.com
  Mr. ***** originally booked the unloading of his portable storage containers on a flat-rate basis which gives the customer cost certainty as the price if for the duration of the job...one price, not time limit. Our team unloaded his containers efficiently and Mr. ***** wanted the price changed to an hourly rate. Since we would not change the rate, he has done everything to disparage our company including this sensationalized complaint. Also, he failed to mention that he filed a credit card chargeback in which the entire cost of his move was refunded to him. This case should be closed.
  
  
  Consumer Response /* (3000, 9, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Completely agree with PLS with the exception that I'm in some way trying to lower the amount I paid for any reason other than unprofessional contractors (showing up high and smelling of marijuana), and poor customer service. The crew that showed up were unable to efficiently complete their job as described and quoted by PLS due to their employees inability to show up sober, and with the correct equipment. Also, Mr. C., what date was the chargeback? How would I mention something that had yet to take place?
  Adjust the rate to hourly (due to your employees showing up high, reeking of weed, and doing a sloppy job after they dropped my safe cause of their broken little dolly) and I'll gladly pay at the hourly rate, no problem. Otherwise, your business is a scam and your employees are a lawsuit waiting to happen.
  
  
  Business Response /* (4000, 11, 2022/08/29) */
  Once again, this case should be closed. Mr. ***** filed a chargeback on August 12th for THE WHOLE AMOUNT OF HIS MOVE, NOT FOR THE AMOUNT THAT HE WANTED DISCOUNTED. This $1285.00 was taken from our account and we am now having to defend this chargeback to get back the money that NEVER should have been taken from us. I am shocked that Mr. ***** is continuing to complain in this forum about a move that at this point he has paid NOTHING for!

  

  Business Response

  Date: 09/08/2022

  Once again, I contend that this case should be closed.  He desired solution was a reduced rate, yet he charged back HIS ENTIRE MOVE! The amount of $1285.00 was taken from my account. How can this complaint continue???  We completed the move as hired!  At no time in this complaint is he stating the job was not completed...he is just upset that he wanted the rate changed because our team was efficient!  He is owed nothing!

  Once again, I cannot understand this case remaining open.  Due to his chargeback of the ENTIRE MOVE,  he has paid exactly nothing ($0) for his move. 

   

• Initial Complaint

  Date:08/10/2022

  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.

  I hired *********** to pack my apartment in ************, load the contents into a Pod shipping container, and unload the container in ********.On January 6, 2022, the crew from *********** showed up to get things packed and loaded. They didn't have the packing materials they needed, including the correct ordered boxes and packing tape, and also had clearing been smoking weed. I told my moving coordinator at *********** when they called to check in, as well as reported that they were so clumsy they had been flat out dropping and destroying items including unique fused glass bowls. I was reassured by the moving coordinator that I would be able to file for those items and would be reimbursed. The packing and loading took longer than any other time the same apartment has been moved. When the Pod arrived in ********, the crew there was excellent. The packing job that was discovered was less than so. Nothing had been tied down, and heavy boxes were stacked on top of lighter boxes. Many boxes had things loosely thrown in which did not survive the trip, including pottery and mugs. Many items including a speaker, a dresser and a headboard were damaged. The unloading crew was horrified to see how things had been packed and loaded, and were so embarrassed that they tried to fix things to make them useable (although it was not possible).I filed my claim, which totalled over $1000, and received an "offer" of less than $50. The glass bowl that I had been guaranteed would be replaced cost more than that.I was dealing with **** at Pack and Load, who, last we spoke, informed me that he would be trying to **** down the recording of that moving specialist telling me that. I have not heard back from *********** in weeks, and have called to speak to **** and been directed to a voicemail that cannot receive messages. I was told multiple times he would call the next day and have not heard.I simply would like a reasonable reimbursement of $250

  

  Business Response

  Date: 08/23/2022

  Contact Name and Title: ***************************
  Contact Phone: **********
  Contact Email: ****************************
  ************** had agreed to our damage claim policy and his claim settlement was valuated based upon this policy. Our claims policy is not arbitrarily designed by our company, rather, it is in line with the damage claim policies within the moving industry. Our offer remains open.

  Customer Answer

  Date: 08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have attached two photographs; one to illustrate the terrible quality of the packing performed, and one pan that was physically bent as a result of the aforementioned packing. I was told by a representative that I would be fully reimbursed for the fused glass bowls that were broken, which cost $35 and $45 respectively. I will abandon all other claimed damage if I can be reimbursed for those amounts, not the per pound claims.
  See Attachment/File: 3A4F9542-B762-48FE-A102-69AEEC1BCCAD

  

  Business Response

  Date: 09/08/2022

  We have a claims policy in place and ************** had agreed to this policy.  At no time did was ever state that our settlement of her claim would be at replacement cost....rather, claims are valuated based upon the weight of the damaged items.  Our offer remains open.  

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17910003
  
  I am rejecting this response because: thus has really become more about the principle of the matter. Unfortunately, my belongings were broken because of carelessness of the movers (things outwardly dropped before they were even packed). It was implied when I spoke to the moving coordinator that this would be covered fully, and had I known it would not be, I would have asked the movers to stop packing while under the influence of marijuana. Im deeply disappointed with the poor communication on the part of Pack and Load, as well as the refusal to honour what was implied. I understand the contract that was signed, but the money simply is not worth having my review removed. I do not recommend Pack and Load solely for the fact that they have taken no responsibility regarding the quality of movers they contracted, as well as have poor communication after a move when there is a problem. 
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:08/10/2022

  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.

  I hired this service to pack my household goods up so I could have them loaded into a POD. The contract was for 100 boxes, the packers showed up with maybe 40. When they were done, I signed off on the amount of boxes used and was told that I would be refunded for the unused boxes. I have tried a few times to call their 1-800 number and am always put on hold for a lengthy amount of time, to the point that I just hang up. I have emailed the Quality Control Director, Jed, asking about my refund but have not gotten any response.

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/19) */
  I will review the account and respond directly to Ms. ******* on Monday, 08/19/2022.
  
  
  Consumer Response /* (2000, 7, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company reached out to me and has offered me a refund for the material not used.

• Initial Complaint

  Date:07/31/2022

  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.

  In June we used their Pack and Load service. The workers stole cash from my husband and I. They stole $22 from my husband and $140 from me from our wallet and purse respectively. We called and spoke to Christine and she could not have cared less. She told us when this happens she tells everybody to file a police report. We did that and she never answered the phone for the police or returned their call. She also never returned any of our calls. They did charge our credit card another $99 for canceling the service the next weekend which would have had the same robbers move our stuff again. We are asking for $261 for the money that was stolen from our home and for the money that was charged on our credit card. We also are asking "Christine" to respond to the police department to follow up on the "gentlemen" who stole right from under our noses. We also would like an apology from Christine for the way we have been treated by her and her company.
  

  

  Business Response

  Date: 08/11/2022

  In this instance of alleged theft, we did ask the customer to contact the authorities and have them contact us. I asked ********* and she has heard from no one. If ******************** still feels that a theft has occurred, please provide to me the police contact information and I will reach out to them. I also invite the officials to call me directly.

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/11) */
  In this instance of alleged theft, we did ask the customer to contact the authorities and have them contact us. I asked Christine and she has heard from no one. If Ms. ******** still feels that a theft has occurred, please provide to me the police contact information and I will reach out to them. I also invite the officials to call me directly.

  Customer Answer

  Date: 08/26/2022

  ***Document Attached***
  Attached is a copy of the Police Report that was filed as asked. It confirms the phone call with no response that ********* allegedly never received. I don't know the relationship ********* has with these three men or why she feels the need to protect them. As stated in the company's response it may be better if her supervisor contacts the Police back as it may be to emotional for *********. The **************************** phone number is **************.
  See *********************** Report for theft by P and L and cover up by *******************pdf

  

  Business Response

  Date: 09/08/2022

  Now that I have the information about the complaint with the ****************************, I will telephone them to discuss the matter.

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 17907650
  
  I am rejecting this response because: They've now had 2 full weeks since they received our response to call the police department and it hasn't been done. They also have had over three months since the original police report was filed and ********* was contacted about the situation which she refused to assist in the police investigation. Why haven't they called the police back yet? The only conclusion is they're in on the scam with the movers. We now are asking for interest on the money they have stolen via our credit card and from robbing our home.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/19/2022

  On or about 09/12/2022, I personally spoke to the investigating officer from the **************************** regarding the alleged theft. I have not heard anything back subsequent to that call.  As far as ************************ request for a refund of the money that was charged on our credit card, she is not due any return of funds as she was only charged for the services that we provided.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17907650
  
  I am rejecting this response because: It took ******** three weeks to update this profile from an alleged phone call to the police? This company was behind the robbing of my
  home. Upon bring robbed by P and L we canceled the "service" that we had previously scheduled for the following week. P and L still charged us the next weeks service even AFTER we canceled upon being robbed. They were actually going to send the SAME three men again. What service did you provide for the $99 charge on our credit card for the next week? What did you supposedly discuss with the police? I would like to see the back round checks you did on the men entering our home. I also would like to see your policy on how you hire people. Originally we planned on filing charges against the three men ********* sent to our home to rob us. As time goes on, and it becomes more apparent ********* and ******** were involved- if this is not taken care of in a timely manor we may file charges against them as well. Since ******** was so smug in his response I have to ask again-  WHAT SERVICE DID YOU PROVIDE FOR THE $99 CHARGE ON MY CREDIT CARD AFTER- AFTER-AFTER- WE CANCELED AS A RESULT OF BEING ROBBED IN OUR HOME?
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 17907650
  
  I am rejecting this response because:
  

  Complaint: 17907650
  
  I am rejecting this response because: It took ******** three weeks to update this profile from an alleged phone call to the police? This company was behind the robbing of my
  home. Upon bring robbed by P and L we canceled the "service" that we had previously scheduled for the following week. P and L still charged us the next weeks service even AFTER we canceled upon being robbed. They were actually going to send the SAME three men again. What service did you provide for the $99 charge on our credit card for the next week? What did you supposedly discuss with the police? I would like to see the back round checks you did on the men entering our home. I also would like to see your policy on how you hire people. Originally we planned on filing charges against the three men ********* sent to our home to rob us. As time goes on, and it becomes more apparent ********* and ******** were involved- if this is not taken care of in a timely manor we may file charges against them as well. Since ******** was so smug in his response I have to ask again-  WHAT SERVICE DID YOU PROVIDE FOR THE $99 CHARGE ON MY CREDIT CARD AFTER- AFTER-AFTER- WE CANCELED AS A RESULT OF BEING ROBBED IN OUR HOME?
  
  Sincerely,
  
  *****************************
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/17/2022

  ******************** was charged a $99.00 cancellation fee as she did cancel her move with us.  Additionally, we WERE NOT going to send the same team members to her home to perform the second job (she stated just the contrary in her complaint).  As far as our the timeliness of our responses, we respond within the timeframe of this forum that ******************** had chosen.