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:10/02/2024

  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.

  The movers refused my repeated request your use my tie downs to secure my property as a result my property was destroyed. They placed two of 12 straps on but they secured nothing. They failed yo pack it properly, left gaps, spaces and unsecured areas that caused my property to fall even before the pod moved. My property was loaded with boxes already falling over. They were shown property to load and did not. They refused to reload items that were not loaded properly to prevent damage. They closed the pod and the door was stuck already and unable to open due to their failing to secure it. They asked me to initial the invoice that was not filled in, said they would fill it in when done but then took the invoice and left. They were supposed to bring supplies such as plastic wrap to protect my property and did not. They overcharged for a 3rd, unnecessary mover. They refused to return my calls to address any of these issues. My property is damaged as a result.

  

  Business Response

  Date: 10/16/2024

  She has several issues in her complaint and I'll address each one...

  1. I reviewed the pictures of the loading of her container and found it to be loaded professionally.  Any gaps were due to not enough belongings to completely fill a 16' container. We secured her belongings with the necessary amount of straps required.

  2. Once again, i reviewed the pictures and we did use plastic wrap on the belongings that required it.

  3. As far as the extra man, she had ordered the extra man at the time she booked her job.  He was brought out on the day of the job as requested.

  4. As far as her alleged damages, she has yet to file a claim with our company.

  In closing,she is not due a refund but we certainly welcome her to file a cliam.
  

   

• Initial Complaint

  Date:09/18/2024

  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.

  We hired Pack and Load to pack, load and unpack us for a move from ******* ** to ****** NC using PODS. **** company listed them as their top rated service to do this work.Each day (5 days total) team arrived at the very end of scheduled range (9-11 am, showed up very close to 11)and I instructed what items to pack and/or load that day. I had to remind them each day to be careful with furniture, after repeated requests to BOX all TV's and monitors, etc. This info was given to scheduler so appropriate materials would come with team. all items (to my knowledge at the time since I cant have eyes on an entire house at a given time)loaded, and POD locked BY ME. At unload, there was a computer monitor WRAPPED IN A BLANKET unloaded, and as you might expect a broken screen. A planter that was not wrapped at all came out broken, but was arranged on my porch such that at a glance it did not appear broken. Large pieces of furniture needed to go up an open stairwell, the team mishandled, I can only suppose they had NO experience EVEN THOUGH THIS SERVICE IS A PACKING AND MOVING SERVICE. Put dozens of deep gashes in my NEW drywall that was spotless at purchase. of course the team leaves before we unpack all the boxes, but at the end of unpacking we discovered a decorative bottle full of change was missing. We thought another item was missing but found it after claim was submitted in the last box.I filed a claim for value, totally $1000.00, missing items totaled about $275, damaged planter was $150, monitor was $179, repair of the walls in stairwell, paint valued at $400. total $1004.00 I was sent an offer of $38 and some change.I can not understand how a service whose job it is to pack and load your belongings is not responsible for theft and damage. Their reason was that their team is not responsible for loss. Please help recover my losses. I paid this company $8045.66 for their services and I cant get a can of paint for what they offered.

  

  Business Response

  Date: 09/24/2024

  Ms. *********** complaint had to do with the filing of her claim.  We did spend 5 days total on her mover, 3 days packing her belongings and loading her containers in ******* and 2 days unloading her containers in ***  During every step of the mover, they had signed our one-page paperwork, agreeing to our damage claim policy. Her claim for damages was processed based upon this policy.  As far as missing items, we never take possession of the customers belongings during the move.  We strictly move them from their residence (under their supervision) directly into the portable storage containers that they had rented.  Once the loading is completed, our job is complete. I would suggest that Ms. ********* continue to look for any items that she reported missing to us (she already admitted she found one item subsequent to the filing of her claim). Since we never take possession of the customer's things, we have no liability for missing items.  Our claim determination remains open.

  Customer Answer

  Date: 09/24/2024

   I am not satisfied with the response because your workers definitely stole the bottle full of coins, as it did not come out of a POD. They were the only ones who touched the belongings in the garage to pack them. 

  I told the crew repeatedly to box all tvs and monitors and they did not. And they placed a broken planter on arrival like a 5 year old who is hiding damage from their mother, instead of admitting it was not packed properly.
  as for the damaged walls your crew admitted they did it, showed it to me and said they were not capable and would have to send a 2nd crew the next day to finish. 
  we have moved 7 times over 30 years and these teams were absolutely the worst. I cant believe you can run this business with absolutely no liability for the very service you provide. I would never have thought the terms would state you are not liable for the secure transfer of my goods from home to pod and back again. That has to be legally impossible. 

  

  Business Response

  Date: 10/07/2024

  Regarding the TV's and Monitors, we do not provide boxes for them and it is the customer's responsibility to have the boxes on site if they want their TV's protected. These tv boxes are specialty boxes...we ALWAYS suggest to the customer at the time of the job booking to purchase any necessary TV boxes and we will be glad to pack them as part of our service. She did not provide any. boxes.  As far as the stolen jar of change, I'd like to reiterate that we never take possession of her belongings, we just load them into her storage container. I

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22298815
  
  I am rejecting this response because:

  your claim that you do not provide boxes is absolutely false as I was asked by the coordinator on the phone how many tvs and monitors I had to pack so she would send AND CHARGE me for the number of boxes needed. I was asked about sizes of each one. 
  I was also charged for moving blankets which were multilayered paper sheets that were put under the shrink wrap. I paid for all of that. 
  again, theft of an item is obviously something that your teams should be held accountable for. The fact that it was in my home on packing day and did not arrive after unpacking shows it was stolen. I am working with my previous neighbor to obtain his security footage and will continue to pursue this. I would like names of the 2 packing crews from first two days, I have a right to that information. I still contend this service is a sham to collect $1000s of dollars from customers with no responsibility for the job.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:09/13/2024

  Type:Sales and Advertising 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 contracted with Pack & Load Services to load 2 16 foot *************** with our household goods on 9/5/2024. Part of that loading process included an upright piano. When the crew showed up we emphasized the piano needed to go on first numerous times. The crew worked very slowly and would not load the piano along with other items. This resulted in 3 additional hours @ ****** per hour over and above the original estimate. We had to get 2 more U-Haul UBoxes to complete the process and load the piano ourselves with significant additional cost.

  

  Business Response

  Date: 09/24/2024

  Mr. Payton had hired us to his home and load two 16' portable storage containers that he had rented. This complaint is the 1st time that I have heard about a piano not being loaded.  During the interview process prior to writing our estimate, we specifically ask the customer if he has a piano and the answer was no.  The reason for this question is the fact that we charge extra for the piano move and it requires special equipment. If there was a piano on site, our crew will not move it without is being previously disclosed.  As far as the time it took to load his two containers, the average time to load one 16' portable storage container can range from three to six hours, depending on the circumstances and conditions surrounding the move.  In this case, we loaded two containers in six hours which is a very efficient.  Finally, he mentioned that he had to get 2 more U-Haul Uboxes to complete his move...the reason for this is the fact that all of his belongings did not fit into the two portable storage containers that HE had rented.  We were hired to completely load two 16' portable storage containers and that is precisely what we did. We do owe him a refund.

   

  One other note, this complaint comes as a complete surprise to us at the time of our CSR team's close-out call to him at the end of the job, he stated that the job "Went well...Great job!...Really impressive work! and he gave us a review score of 5, which is the highest he could have rated us.
  

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22281054
  
  
  
  I am rejecting this response because:

  This is in no way resolved, Pack & Load is not telling the truth regarding this process.

   

  In addition, we also have damaged furniture due to their sloppy packing of the first container.

  
  
  
  
  Sincerely,
  
  
  
  Dan Payton

• Initial Complaint

  Date:09/13/2024

  Type:Order 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.

  Hired to pack and load our goods for our move from ** to **. Absolutely nothing was performed to the companys standards nor what we were promised would take place. The packers tried to scam us as far as boxes packed and they did not complete the job. Nothing was packed properly and they lied about how our clothes were packed. Art was not covered or protected and just thrown in our pod. There is damage to furniture and dishes. It was a complete disaster of an experience.

  

  Business Response

  Date: 09/24/2024

  Our *** team has been working with Mr. ***** on a resolution to his original complaint with our company. He was complaining that he was charged for boxes that were not used.  We suggested that we do a reverse box count, where essentially we count every box that is unloaded for his portable storage containers as we unload them.  That would not suffice as he had two different containers being delivered to two different addresses and we were only hired to unload one of them.  As far as his damages are concerned, we welcome him to file a damage claim with our company. 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22281025
  
  I am rejecting this response because: Please see attached three page letter Thanks
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/07/2024

  Mr. ******* 3 page evidence is his complaint to his credit card company.  He has charged back over $2200.00 of his move yet he has not filed a claim for damages.  As far as the count on boxes, please refer to my earlier response.  I will be dealing with the credit card company on the matter.
  

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22281025
  
  I am rejecting this response because:
  
  First of all no charge back occurred. We have made numerous phone calls to the company to reach an amicable agreement and they have not returned our phone calls. This includes several calls to the president of the company with voice mails left for him with no reply. With regard to the box count, we went along with the companys proposal to allow their resources to unpack us at our final destination to recount the boxes to obtain a final box count which they did. Now they are using the excuse that they cant determine a final count because boxes could be in our second container that went to a destination in another state. The only things in the second container was 4 garment boxes that were included in the count and 4 additional garment boxes that we purchased ourselves which was discussed in the letter. The rest is the contents of the second container was all furniture being sent to my daughter which the company was well aware of. So this explanation of being unable to count boxes in the second container is a total smokescreen and part of their deceptive practices committed against us. All this after they totally understood the situation and proposed the solution of having their people unpack and count the boxes at our final destination of which we paid them over $1000.  In summary, we reject their response and 100% of the contents.  Please take the time to review all of the other BBB complaints against this company that are so similar to our own. I only wish I had read them before I hired them. This company should be disbanded before they terrorize and take advantage of other senior citizens like my wife and I or anyone else for that matter.  Thank you.

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

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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 Services to pack a large POD container in Ft ******* ** with a service date of May 18, 2024. The crew damaged a number of items, including to one of two **** cabinets I use for electronics. The damaged cabinet had a hole punched through the top surface, caused when the leg of the second cabinet punched through the surface when it was stacked by the crew on top of the first cabinet. This damage was clearly caused due to negligence on the part of the P&L crew - this was confirmed by the P&L crew that unloaded the container a week later at its destination, and who took pictures of the damaged item and encouraged me to file a claim. I filed a claim with P&L for $250.00 to replace the cabinet, but was informed that P&L had a per item limit of $25.00, which was their offer for this item. While I understand that accidents happen, this item was damaged due to negligence on the part of the P&L crew and I believe I should be awarded the full replacement value of the **** cabinet as described. The P&L job tracking number is ******, load location Ft *******. **. thank you.

  

  Business Response

  Date: 09/13/2024

  In all due respect to ********************, in most cases we do not offer any liability for particle-board furniture and our claims policy specifically addresses this.  We have this clause in place do to the fact that particle-board furniture is so easy to damage. These items come unassembled in a box and should be disassembled for transport.  ************************ cabinet was not disassembled.

  In any event, we still did process her claim (for her damaged **** furniture) based on our agreed upon claims policy. 

  Customer Answer

  Date: 09/13/2024

   
  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:08/29/2024

  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.

  I used this company November 14, 2023 and November 16, 2023 for my move from ****************, ** to ***********, **. The first group of men were not professionals just random guys who were doing this to make extra cash. They damaged multiple pieces of furniture but overall it was fine. When we arrived in *********** two 21 year old college boys arrived as the moving company when I was promised four men. I have a large antique upright piano and I immediately suspected they wouldnt be able to move it with just the two of them as Ive moved this piano three times before with other companies. Hours passed and they couldnt do it. They called their manager who sent a very small man to help who seemed to be on drugs. Again, they were unable to do it. Then they sent another man this one was actually in a moving uniform. All four men at the very end of the moving experience after waiting hours then proceeded to drag the piano from one end of the house to the other leaving a large long dent line in the wood floors which spans approximately through ***** sq ft of the newly remodeled house. Not to mention the damaged they inflicted on the piano in their many attempts to pick it up they dropped it on the concrete patio floor. I immediately sent a claim on November 17, 2023 at 9:27 am by their policies via website and mail. The claim which they responded to with boiler plate email and letter never extended farther than that. Call after call (we called many, many times) to ****** and especially to ******* (their claim specialist) was ignored. ******* answered twice to say they were working on the claim but soon she stopped answering and it went dead silent. It has been nearly a year now as I write this August 29, 2023. We sent them the estimate from the flooring company which covers the 550 sq ft of damage at a total $2,372.37 to no avail. We would like the cost of repairs covered by *********** as well as an apology.

  

  Business Response

  Date: 09/09/2024

  Unfortunately, I cannot find any moves for an *************************. I'm not sure if the job was in another person's name, but please let me know who the job was listed under so I can review this complaint.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22213195
  
  I am rejecting this response because:

  Alexandria de la **** is my maiden name. The service was booked under ********** ******.  
  
  Sincerely,
  
  Alexandria De La ****

  

  Business Response

  Date: 09/24/2024

  We processed Ms. ******* claim based upon our claims policy which was agreed upon by the customer in writing.  They filed a claim which was processed based upon this policy and a claim determination letter and claim release was returned to her. As far as her attempts to speak to someone in claims, she stated she called Melissawe do not nor have never had an employee named *******.  If she did try to discuss her claim with ******, he is her move coordinator and has nothing to do with claims.  He would have referred her to our claims department.  Although the time to return her claim release had long since expired, we will extend this period until the 15th of October.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22213195
  
  I am rejecting this response because:

  I both mailed and submitted a claim and never received any response from *****, the claims coordinator. I called on many separate ocassions, emailed multiple times, and was told that they were still "processing the claim".

  Attached are my emails to ***** along with a scan of my submitted claim.

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

  

  Business Response

  Date: 10/18/2024

  We mailed a claim determination letter on 12/14/2023 to ************************* address.  We will resend...

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22213195
  
  I am rejecting this response because:

  Could you disclose what the determination was because we never received this letter. In fact, first you said that you didnt have our claim in your system and I find it suspicious that now you are saying not only did you receive our claims but there was a determination. 
  
  Sincerely,
  
  Alexandria De La ****

  

  Business Response

  Date: 10/30/2024

  We remailed the documents and I just emailed them to Ms. ******* email address..

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22213195
  
  I am rejecting this response because:

  First, you lied and said you sent me a final response to my claim months ago- which you did not. Then you finally send a response and its an offer of $25 dollars. Thank you for taking responsibility for what youve done to my floors but as youve seen from the flooring companies estimate that I sent you the damage costs thousands more than your $25 payment. Its very simple: if you do something wrong you fix it. Youve admitted fault so the only thing left to do on your part is pay for the damages. Youre a huge national company you should be able to afford your own mistakes. 
  
  Sincerely,
  
  Alexandria De La **** ******

  

  Business Response

  Date: 11/11/2024

  We have mailed the determination letter on at least two occasions and now have emailed the forms to her given email address two times.

  

  Business Response

  Date: 11/12/2024

  Attached are both the claim determination letter and release of claim form as requested from the BBB. These have been sent twice to the consumer.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22213195
  
  I am rejecting this response because:

  They are claiming they only owe me 26 dollars of damage to my hardwood floors. The damage was inspected and estimated to be almost ***** dollars. The estimate was attached. They are claiming that their policy dictates they only have to pay 26 dollars worth of damage but I dont see anywhere in their policy where that would apply to this case.
  
  Sincerely,
  
  Alexandria De La ****

• Initial Complaint

  Date:08/27/2024

  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.

  We paid for full service, packing and loading, of our 3 BR 2 B rental house. The main issue is the fact that they did not complete the job, and therefore I want a partial refund or an adjusted bill. Secondarily, upon review of the final invoice, they charged us for 17 Dish pack boxes. We did not receive 17 dish boxes. 8 at the most. This type of box is the most expensive and it feels we were gouged on this item. I have called nearly 15 times. Talked with someone 2x, was told I would be contacted, and have not heard back and all my following calls went unanswered.Incomplete Job Issues:They failed to perform a final walkthrough resulting in: - Leaving random items in each room, enough to fill multiple car loads ourselves - Leaving our large artwork that we couldnt bring ourselves (currently are stored at previous neighbor house)- Did not pack either of our two full bathrooms; left unpacked and unmoved. Had to go back myself to pack and load multiple trips in my small car.- Left our laundry area untouched, only moved W/D and left rest unpacked. - Forgot entire set of dishes, left on counter and never boxed; I had to pack and move myself (when confronted, movers claimed they ran out of boxes; not the case because I packed the remainder in unused boxes)- Left miscellaneous items in our shed, even when there was plenty of space for them to be brought. I had to move myself.General issues:- The above-mentioned overcharging for boxes - truck issues upon arrival (it wouldn't start up once they parked it). This is not their fault but the issue distracted the onsite boss & hindered packing at the start of the day - Didnt communicate well; left the house to go unload at the destination without telling me and I had to hop in my car and catch up (otherwise we could have done the final walkthrough) (Pictures provided of most of the items mentioned above, but I did not think to document every single thing)

  

  Business Response

  Date: 09/12/2024

  I have thoroughly reviewed this case and will discuss the two issues (billing and job completion)...

  1. Billing:  I have review the bill and *** **** there was a billing error.  We will be refunding $325.38. The person that processed the invoice put the box totals on the wrong lines (for example, they entered eight 1.5 (small) cartons, twenty 3.0 (medium) cartons, fifteen 4.5 (large cartons) and seventeen dish pack cartons.  The amounts were correct but applied to the wrong size carton...the correct amounts of each are: twenty 1.5 (small) cartons, fifteen 3.0 (medium) cartons, seventeen 4.5 (large cartons) and eight dish pack cartons.  With the amounts being changed to the correct amounts, this created a $325.38 overpayment that we are immediately refunding.

  2.  As far as the job not being completed, *** **** was present during the move and it was his responsibility to make sure that everything that he wanted moved  was transported. Based upon a subsequent telephone call, he had to make two car trips to move the remaining items which we gladly would have move if instructed.  He is not due a refund for this due to the fact he was only charged for the services that we performed.

  In closing, *** **** should see his refund appear on his card within 3 to 5 business days.

   

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22202371
  

  I accept the box refunds. Thank you for correcting that error; it's an honest mistake.

  
  I am rejecting the Service Completion response because:

  You stated (1) your contracted movers would have "gladly" moved the rest of the items and (2) that it was my responsibility to direct the movers on site and any missed items was my responsibility.

  1) They would not have gladly gone back to my rental house. At the end of the day, they were noticeably irritated that it was so late in the evening. Their attitude displayed a belief that they already went above and beyond in their services. And asking anything further was beyond the scope of their services. I am confident that this was their attitude because of point 2, when I DID mentioned items left in the house.

  2) I tried to direct them. As mentioned before, they left the load site without communication or walkthroughs. I looked at the truck when they loaded the outside play equipment and noted that there was more space in the truck but the items would need to be pushed further back. The crew boss told me there was no need to do that. I then went to go look inside the house to see what else needed to be loaded in order to have better reason for them to move the items further into the truck, opening more space, and when I came back out they had already left the premises.

  Finally, I did mention items left. Although I had not been able to do a full walkthrough yet because of the rapid departure from the load site, I knew there was at least some items in the house and some still in the shed. When I mentioned there were still some things in the house and shed the response given to me was they ran out of boxes. As a result of their "no boxes left" comment it therefore WASN'T their responsibility to load the rest of the items. That was their response. In the same conversation it was stated that I should have payed for more boxes---a responsibility that was not mine either. When I booked originally the salesperson said the movers would bring extras in case we needed more than the quoted 65, and whatever we didn't use we wouldn't pay for. It wasn't until I returned to the rental house that I saw the amount of items still in the house AND the presence of 4 additional unused boxes. One of those was a wardrobe box. Additionally, when I brought it up the team said to take it up with the company.

  As a result, your team did not deliver the services that it was their responsibility to deliver. I payed for my home items to be moved. They were not moved. I tried to communicate the remaining items still needing to be moved, and that request was denied passing the blame on me for not ordering more boxes and telling me to discuss with their company.  

  Therefore, I am not responsible for the incomplete services rendered. I communicated needs generally the day of; they were disregarded and deflected. I was told on the front end the box count was an estimate and extras would be onsite in case we needed more, therefore the issue and excuse of not enough boxes is also on your company's shoulders (specifically on those you contracted with), and not my responsibility.  I payed your company to pack our items, and they were not packed. I payed your company to move our items, and you did not. That is why I am owed some form of compensation. 

  Honestly, trying to blame me for your company's incomplete services is one more reason for my complaint. It is unprofessional and incredibly frustrating. My final complaint is with how this issue is being handled. I called 3 times, talking with a team member and being told a manager would call me back with a resolution. I proceeded to call back every couple days, 3 more times leaving voicemails each time with my name and the desire for a callback from a manager. Each call went unanswered and without a response. That is an additional issue with the process.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 09/24/2024

  Firstly, the $325.38 refund has been processed.  Now on to his continued complaint.  We made two trips from his old residence to his new residence (a distance of 12 miles each way).  He signed our exit paperwork at the end of the job, signifying that he had agreed that we performed the services that we were hired to do.  He was charged for the services we provided.  The onus was on Mr. **** to insure that everything he wanted moved was moved.  He states that the items left behind were our fault and "he is not responsible for the incomplete services rendered".  He was not charged for the items that weren't moved or packed...he was only charged for the items that were packed and moved.  I cannot refund him for moving services that we did not performed. 

• Initial Complaint

  Date:08/27/2024

  Type:Order 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.

  Pack and load was hired to pack on Aug 14th. They charged but the box and stated they would refund unused boxes. After packing 3 large boxes and 5 small boxes were unused. They did not refund for any of it. I called multiple times. First they said it will take 48hrs to review the paperwork then later they said I needed to open a billing inquiry, which is not what was communicated when booking. Despite opening the inquiry, no refunds were issued. On 15th, they were supposed to load. I paid for 3 movers. For 2 occasions spanning 1.5 hrs (30mins, then an hour later) there were only 2 movers, I told the lady checking in but she was only interested in charging for extra hours telling me they will refund the time later. The crew ordered and had lunch all while she kept charging hours. At some point I had some folks join to help finish the load. Then the movers stopped working. I spent about half an hour trying to sort out what to do next and then on the phone with pack and load. They then decided to pull their staff saying they cannot work with another team. None of the time spent with only 2 movers instead of 3 was refunded. To make matters worse, I could hear *** over the phone tell the mover that he does not care if I fill in the time or not as long as there is a signature at the bottom. I refused to sign and the mover put whatever time he wanted on the paperwork which is illegal.Finally the unload on 16th had to be cancelled since pack and load would not work with other movers. This cancellation was their choice based on their policy yet, they charged $864 but refunded $501. Keeping $364 of the deposit while they decided they could not do the job. I paid $3316 and they failed me. I could not believe *** told the mover to forge the time on the document while I was recording everything. As an attorney and the abundance of evidence recorded calls, I'll be taking filing a legal motion against pack and load as it seems to be the best option to get any money back.

  

  Business Response

  Date: 09/13/2024

  We reached out to Mr. ********* to discuss his issues and came up with an amicable solution for him.

• Initial Complaint

  Date:08/23/2024

  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.

  We hired ******************* to load our POD for moving on Nov. 1, 2023. While loading our furniture, one of the crew attempted to slide an uncovered metal bed frame between the legs of an electric piano, scratching and gouging the wood; additionally, we noticed that several pieces of furniture were damaged in the move, having been wrapped and/or loaded improperly. We filed a claim and sought an estimate for repairs ($650), having sent images and a letter of explanation. The final conclusion from the company was, according to their policy, that they are not liable for damages unless they both load and unload the items: claim denied, even though I witnessed their crew improperly load an physically damage our furniture. Under the gun to get packed, we didn't contact claims until some time after and finally sent photos over the summer.

  

  Business Response

  Date: 09/04/2024

  In all due respect to **************, on the day of the job, there was no mention of damages to our customer service representative that he spoke to on several occasions during the course of the move. Additionally, he spoke to our customer service department at the end of the month regarding a refund and once again there was no mention of damages that occurred during the loading process.
  

  In his complaint, he stated that his claim for damages was denied by our claims department because we did not perform both ends of their move.  This in fact is our policy and he agreed to it on the day of the job when he signed our one-page customer work order.  There are several reasons for this both ends policy and this is a very good example of one of them.  As  previously stated, ************** never mentioned to us that our team had damaged his belongings even though he had spoken to us several times both on the day of the move and subsequent to the day of the move. We did not hear about these damages for almost 6 months after we performed our services.  Im not saying that our crew could not have caused the damages; however, the people who unloaded his POD could have damaged the furniture as well. With that in mind, liability cannot be determined, especially 6 months after we performed our services.  I regret that ************** did not have a damage-free move; however, we cannot be responsible. 

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22186551
  
  I am rejecting this response because:

  I did, in fact, speak to a representative shortly after the *** was loaded and again later as the *ack & Load letter states.  I took pictures that day before locking the *** (attached to original claim).  When I spoke to the claims Representative, she said that I should file a claim after the *** is delivered, which took place in April-6 mos later as per the *ack & **** claim **** recommendation.

  In hindsight, I now understand that this recommendation would result in a denied claim as the agent made no reference to the policy regarding coverage only when their crew loaded and unloaded.

  With all due respect, Im disappointed that  damages I saw incurred by the * & ****** are dismissed even though the crew manager called me by phone to ask why and admitted that his third crewman was young and inexperienced.  It was not made clear to me in the claims process that *ack & Load services would be able to deny responsibility for damages as long as we didnt agree to pay them again for unloading.

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

  

  Business Response

  Date: 09/19/2024

  As mentioned in my 1st response to this complaint, there was no mention of damages on the day of the job and no subsequent mentioning of them to our customer service department when he called to request a refund. ************** agreed to our claims policy in writing on the day of the job and his claim determination was based upon this policy.

• Initial Complaint

  Date:08/06/2024

  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 received an estimate of 6/24/2024 for a job to be scheduled on 6/28/2024. The estimate number was 146512.Before scheduling a service I asked if this company is bonded and insured. They told me they are and scheduled my appointment, charging me the full amount $845.70 48 hours before the service date. In that time I inquired further about gaining a certificate of insurance and while I was still told the company was bonded and insured, they were not able to provide me with any documentation. What they were telling me and what they were able to provide as support for their claims were entirely different. Learning this, I cancelled the service the morning of the day it was scheduled. I asked for a refund and they charged me a $325 cancellation fee. I repeatedly attempted to speak with them about this fee and the situation. I did not get any response from my emails after the initial refund of $520.70 was initiated. They did not have any interest in my concerns about how they were making promises about their service that were not true.

  

  Business Response

  Date: 08/26/2024

  I am not sure who ************************** is but based upon the estimate number they provided our customer was *********************.  At the time of the booking, we did tell the customer the fact that we are insured, which is factual.  **************** never asked for proof of our insurance, which traditionally comes in the form of a certificate of insurance,which is issued from our insurance underwriter. These C.O.A.s generally take at least one business to receive once we receive the insurance requirements from our customer.  In this case, **************** did not request proof of insurance until the morning of the job when our crew was in route to the residence the morning of her scheduled service. We certainly did not have enough time to have a certificate of insurance prepared. With that in mind, she decided to cancel our services even though our team was already in transit to her residence. We charged her cancellation fee of $325.00.  This policy is contained in our terms and conditions (see attached).
  

  One other note, she stated in her complaint that we charged her the full amount $845.70 48 hours before the service date.  Firstly, she was charged one day before the service date which is in our policy. This policy was fully explained to her during her booking and during her subsequent confirmation call. Our company policy is to receive a deposit in the amount of the customers estimate 24 to 48 hours prior to the service date.

  In closing, we do not owe **************** a refund of her cancellation fee. She cancelled