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:02/27/2024

  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.

  In late August, 2023, we used Pack and Load (**********************************) to pack our house for our move from ********, OR to ***********, ** where we currently reside. We used PODS for the shipping. Upon arriving in ***********, another team of Pack and Load unloaded. During the process, we discovered that there was extensive damage to virtually every piece of furniture as well as other items. We submitted a 426 pages claim (photographs and written descriptions) to both PODS and Pack and Load. (We can send 80.7 MB updated PDF of 450 pages that includes newly discovered damages.) PODS responded that they were not responsible, and we agree. Pack and Load, however, offered us $250 and refused to discuss it further. To highlight some, but not all, of the problems: To highlight some, but not all, of the problems:1. All but three of our pieces of furniture (two chairs and one small end table) (mostly solid oak and some antiques) were damaged; (Furniture that filled a four bedroom two story house)2. They packed the packing blankets in a box;3. Shrink wrap was not used to protect furniture. Only two items had shrink wrap on them.4. Mattress and 2 box springs dragged in dirt w/o a mattress cover despite one that was provided. Consequently, the mattress and box springs are now torn.5. Dishes were not packed in dish boxes, although we were charged for them.6. One oriental rug has three puncture holes and was not rolled up for transport.7. Two upholstered chairs: one with puncture holes, the other the fabric worn away in a visible area due to lack of protection during transport.8. Many of our damaged items are antiques and difficult to assign a value to.Our claim for just the repairs is for $23,000. They refused to discuss this in spite of their website stating that we should pursue this disagreement with their *************************** before going outside.

  

  Business Response

  Date: 03/12/2024

  In all due respect to ****************** (and ************),their damage claim was processed based upon our claims policy that was agreed-upon as evidenced by their signature on the customer work order. It is unfortunate that their move was without incident but we have the claims policy in place in the event there are damages.  Once again, ***************** and ************ agreed to our policy in writing.  

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21351280
  
  I am rejecting this response because: Of the 6 members of the Pack and ********** that packed and loaded our items on August *****, at least 3 were not professional, trained, detail-oriented, careful, nor experienced. We paid for services that were not rendered. We were charged for items that were not used. We provided items for which we were not reimbursed.In our opinion, Pack and Load breached their contract based on what is stated on their website and common sense. We did not. Consequently, they are liable for the damages they incurred.
  
  From P&L website
  our team of professionals are experts in the load/unloading.our highly experienced specialists will efficiently and securely load
  Of the 6 or 7 people who worked the 2 days, only perhaps 4 had any packing experience or training.They were not highly experienced, specialists, efficient or secure loaders. We were supposed to have 4 people each day. 4 were there the first, only 2 most of the 2nd until late in the day. Most of the team were recent immigrants who did not know much English. We would be interested to know how much training and experience each of them had. They packed the inside of the dishwasher, which we had to ship back to the new owners. They did not cover nor shrink wrap the furniture.
  .By using our services, youll save time and money by letting our detail-oriented experts prepare, pack and load you mobile storage container.your goods have been professionally handled from move-out
  
  We lost time on the front end, particularly because only 2 of the 4 who were supposed to pack and load were there most of the second day. On the back end, we lost weeks trying to find what had been packed and in what boxes, what had been damaged, and documenting it. Detail-oriented?
  
  we understand the right way and the wrong way to plan,pack, and load your goods for transport.? Our packing experts will make sure your goods are boxes and protected and safe for transport. We can help pack and move special items that need special attentionlike pianos, artwork,crystal and special items.
  This is an example of the wrong way to plan, pack and load goods for transport. Many, if not most, of our special items were damaged or destroyed.
  We provide equipment and supplies so that your move can be effective and efficient.
  They packed the packing blankets in boxes; they did not use them to protect any of the items.We supplied the blankets. We were charged for boxes that were not used. We supplied packing tape and were not reimbursed for it.
  
  Liability:
  Limitation of Liability: Pack & Load Services, **** is providing packing and loading services only. We are not a transportation company, nor do we assume any liability during transportation. Our maximum liability for packing and loading services provided is $0.60 per pound per article with a $25.00 maximum per article, and a maximum of $250.00 for the entire job. Additionally, our maximum liability for damages to residential property is $25.00.
  Liability Exclusions: Pack & Load Services is not liable for the following:
  Mechanical or electrical malfunction of any articles such as, but not limited to washers, dryers, refrigerator, freezers, televisions,hi-fi sets, radios, phonographs, computers, game consoles, and pianos whether or not such items were packed or unpacked by the company. The devices often fail for reasons other than transportation, or from normal vibration incident to transportation. Proper serving before and after shipping is the customers responsibility.
  Damages to furniture manufactured utilizing particle board or press board.
  Cash, jewelry, or coins.
  Lost or missing items.
  Damages caused by atmospheric conditions such as dampness,mold, mildew, rusting, tarnish, corrosion, or any deterioration linked directly to ingress of water.
  Goods which have a pre-existing defect or are inherently defective.
  Damages occurring while customers property is in transit.
  Damages caused by the transportation of aerosol cans,cleaning fluids, paint, explosives, firearms, ammunition, biohazards,flammables, or any other dangerous goods.
  Pack and **** attempted to provide only packing and loading services. PODS confirms that none of the damages were incurred during transportation, only by the packing process. And we agree. Pack and Load is liable for only what they did in ********, OR and not for any of the limitations listed on their site.
  
  Disputes:
  If you have a dispute arising from our services, please contact our customer service department rather than contacting your bank to dispute charges. It is our desire to work with you to resolve any and all disagreements arising from our services or this agreement. Both parties should attempt to settle any claim or controversy in good faith in a spirit of mutual cooperation.
  When we contacted their customer service department, we were told that they would not speak with us. We paid for services that were not rendered. We were charged for items that were not used. We provided items for which we were not reimbursed. In our opinion, Pack and Load breached their contract based on what is stated on their website and common sense. We did not. Consequently, they are liable for the damages they incurred.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/29/2024

  ****************** has several issues that is mentioned in this continued complaint.  As for as "being charged for item which we were not reimbursed", this just isn't the case.  We have their signature on the customer work order and their initials next to each item that they were charged for. We did attempt to contact ****************** but our calls went unanswered and were not returned.  We welcome them to call customer service to discuss their invoice. Although we cannot tell how their reported damages occurred, we did process their claim and offered them the contractual maximum that they had agreed to in writing on day 1 of our services.  

   

   

   

   

   

   

  Charged for boxes not used

  Charged for packing tape

  Spoke to customer service "would not speak to us"

  Charged for items which we were not reimbursed

  

  Business Response

  Date: 03/29/2024

  I just did a thorough review of this account and did find that we never processed the $70.18 refund as discussed in our correspondence with her on 11/01/2023.  Unfortunately, we cannot credit it back to the original credit card due to the amount of time that has passed, so we are sending her a refund check to her home address in ************  It is being mailed today, 03/29/2024.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21351280
  
  I am rejecting this response because: BBB re. Pack and Load response of 3/29/24
  While we appreciate the $70.18 check, Pack and Loads response was not satisfactory. We would like for them to address the issues we raise, particularly our multiple claims of breach of contract, per their contract on their website.
  As for as "being charged for item which we were not reimbursed", this just isn't the case.  We have their signature on the customer work order and their initials next to each item that they were charged for.
   Our word against his. Yes, we signed/initialed the document he says we did. *****,the crew chief, arrived and went upstairs. He came downstairs with the count.We did not see the boxes that were left over or what was used. He did not inform us that he was counting nor did he ask us to come upstairs and verify.He handed us a sheet of paper and we signed it. It was late at night, around 9:00 PM or 10:00 PM, because there had not been enough packers. (We had been promised four, we had two most of the day.) Consequently, we had to change all multiple hotel reservations on our cross-county trip to our new home.
  Unfortunately, we trusted *****.Obviously, we were wrong. While they were packing, we were cleaning the house,not counting boxes; we should have been.
  Based on the condition of our furniture and belongings when we unpacked in ***********, we counted all boxes and submitted our count in our original complaint along with invoices for tape that we purchased. We have a detailed account of the number of actual boxes used vs. the number of boxes we were charged for according to size and type. Accordingly,we are owed $894.33 for the boxes not used but for which we are charged.
  We submitted photos of many boxes,some of which contained dishes in regular boxesnot the boxes made for dishes.They even packed packing blankets, which we documented. In our opinion, we were lied to.
  The first three months in our new home were spent almost exclusively unpacking and documenting the damages. PODS,to whom we submitted a similar claim, rejected it and said the damages were cause by the packers. We agree. It is easy to see how the damages occurred.Even the Pack and Load personnel who unloaded our belongings pointed out many of the obvious problems while they were unpacking here. They were very professional. The more than 450 pages of photos and brief, written descriptions speak for themselves.
  We did attempt to contact ****************** but our calls went unanswered and were not returned.  We welcome them to call customer service to discuss their invoice.
  What number did they call, what days, what times? Did they leave messages? If so, we never got them. We called customer service to discuss this and were told that they wouldnt talk with us,unlike what their website states. We have a log of the dates and times we called, starting on September 18 to date. If we call and they say they will only pay $250, as they did when we called on January 25, 2024 and spoke with *********, what is the point? Their response states that we are to discuss the invoice, which is not the problem.
  On April 2, 2024 we received a check from Pack and Load for $70.18, which we appreciate. Be that as it may, he neglected to address the numerous breach of contract issues that we enumerated in our last response.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/15/2024

  Firstly, ****************** stated that "we counted all boxes" which I assume was her and ************, our actual customer, did the box count after the containers were unloaded.  Unfortunately, this "reverse box count" was not performed by our unloading team as customary when a customer questions the original box count. I'm certainly not making accusations of dishonesty on the customer end, nevertheless, this reverse box count must be performed by a representative of our company for obvious reasons.  As far as the dish-pack boxes allegedly not being used, ****************** my not recognize what a dish-pack looks like.  Many people believe dish-packs contain carboard separators within the carton but dish-packs are actually heavier constructed boxes to further protect the dishware...these boxes were used on this job,  Finally, regarding their claim and as previously stated, ************ and **************** did agree to our claims policy in writing.   

  In closing, although the deadline has passed for ************** acceptance of our settlement offer, we will keep it open until the end of this month. 
  

• Initial Complaint

  Date:02/22/2024

  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 filed a claim on a web form on December 30 and again in writing within the required time frame per the claim requirements of Pack & Load Services. I was advised that the claim was sent to an adjuster but the company has not responded to my claim for a marble-topped coffee table that was destroyed by the mover valued at approximately $1000. In addition, I filed a claim requesting the reimbursement of an $85 fee I was charged for a bulky marble table top that they did not actually unload. Furthermore, I asked for reimbursement for the approximately 1.5 hours I was charged for the time the crew spent getting their truck unstuck from a muddy road. I was told in January that the an adjuster was reviewing the claim, but have received no reply. They also are not returning repeated emails and voice mail messages.
  

  

  Business Response

  Date: 03/07/2024

  *** ****** has two issues in his complaint.  Please allow me to respond to each separately. 
  
  Claim for Damages: 
  Firstly, to set the record straight, *** ****** states that he “filed a
  claim on a web form on December 30th”.  The fact of the matter is he had completed a
  claim “request form”; he did not file a formal claim (nor can you file a claim
  through the website…you can only request a claims package).  Once an online form is completed, we send out
  a claims package to the person asking to file a claim. We received his online claim
  request on December 30th and mailed his claim package on January 3rd. We did not receive his completed claim’s form until February 6th. His
  claim was processed and a determination letter and claim release was mailed on
  February 19th.  He has yet to
  return the executed claim release form.
  
  Refund:  *** ****** wants a refund of the bulky charge and for the time that the vehicle was
  stuck due to the road conditions.  As far
  as the $85 bulky charge, was the damaged marble top (more of an insert) moved to
  Sante Fe or was it left behind in Austen? 
  That fact would help us with the determination of the bulky refund.  As far as the time related to the truck being
  stuck in the mud, this occurred while our team was on the job. This job involved
  us loading his belongings into a truck at one location and then driving the
  truck to the second location where the unloading would take place.  The vehicle got stuck on the way to the
  unload address and this occurred during the course of the move.  It is unfortunate that the road conditions
  caused the truck to get stuck (remember the truck was fully loaded with his
  belongings); but it certainly was not our fault that we had to travel a muddy
  road to get to Mr. L’Amie’s residence.  Our
  earlier decision on these refunds stands.

  Customer Answer

  Date: 03/18/2024

   
  
  Complaint: ********
  
  
  
  I am partially rejecting this response.  I have received the process form for the damaged coffee table. However, the bulky item was a 4x8 marble dining room table top that was crated and loaded in Austin. It was moved to Santa Fe in a PODS container. It was not unloaded by the crew in Santa Fe and was left in the PODS container for the crating crew, a different company, to unload because the Pack snd Load crew said they didn’t have enough people or a strong enough dolly to remove the very heavy crate from the container. I  request  our $85 refund. 

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

  

  Business Response

  Date: 03/29/2024

  Thank you for the extra information as it pertains to the moving of the "Heavy Item".  Today, we will process the $85.00 credit as requested 

• Initial Complaint

  Date:02/19/2024

  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 paid just over $1300 to pack & load for their service in *********** ** back in September. They packed up a mostly empty 2 bed apartment - mainly a few pieces of furniture and some boxes, and loaded into a PODs moving container. When my POD arrived across the country in CT and I finally opened it in December once I arrive in CT, our couch was sticky and stained as tape had been directly applied to it all the way around the body of the couch. It wasnt fully wrapped so the exposed parts were black with dirt. I had to pay $450 for a couch clean and even then it didnt fully come off. Additionally, a concrete coffee table top was wrap just in paper so naturally it completely smashed in transit. I filed a claim with the claims **** at pack and load and after 2 months and noon responding to me I got a letter in the mail saying that they determined they are not liable and were not at fault

  

  Business Response

  Date: 03/01/2024

  May I first elaborate on our determination of Ms. ******** damage claim.  We did determine that we had no liability in the matter as we did not unload the containerwe only performed the loading service.  The reason for this caveat in our policy is for the reason that we cannot determine how the damages were caused because we did not see the container once it arrived at its final destination. We were not the last people to handle the furniture and belongings and damages could occur on the unloading end of the move.  In this instance for example, she mentions that her concrete table was broken; however, we dont know how the damages happened because we did not have the chance to see it once the container arrived at her new residencethe table could have arrived in one piece and whoever unloaded it may have dropped or damaged it.  I am not saying that is the case, however, it is possible that this could have occurred. This is why we have the must unload clause in our policy.  Additionally, what would ****************** suggest that a concrete table be wrapped in?  We used the paper pads that she had purchased to wrap the item to protect it from scratchesthis paper pad certainly does not to protect it from breaking.  This item should have been placed in a wood crate, which is a custom service that we do not provide.  

• Initial Complaint

  Date:02/05/2024

  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 hired them to pack up ****************** in pods than when pods transported my furnishings to my new home to unload the pod and put together the furniture. the loading of the pods was done in a professional way. the unloading at my new address was done by a different set of people. they were Not professional they were 6 hours late and then were ******* to get finished they damaged a couch which i didnt file a complaint for. they put together my king size sleigh bed incorrectly and when me and my wife got in the bed we feel with the bed to the floor . i took picture sof the bed how it was broke and the side boards were not attached correctly to th me head board. i filled a complaint immediately that night and sent pictures to there supposed claims person. i was informed that was all they needed and i would hear back from them soon. after not hearing back i contacted pack and load and was told that claims person doesnt work there and i would have to fill out paper work . i did and waited to hear back after 3 weeks of them not getting back to me or answering my emails i started calling . they would transfer me to a extension that no one answered and the mail box was full. today i just kept on calling and got someone who told me it could take months . they got paid in full the service they provided to unload was subpar and not professional i overlooked the little issues but the broken bed is unacceptable and the unprofessional way they conduct business is terrible Thanks ***********************

  

  Business Response

  Date: 02/20/2024

  We received ********************** claim in January 2024.  Our claims department sent a determination letter to him on February 5, 2024.  The settlement amount was based upon our claims policy which was agreed to by ******************.  He has yet to return the executed claim release which authorizes us to send his settlement.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21247747
  
  I am rejecting this response because:
  The amount of 25 dollars for the bed is ridiculous and it wasnt damaged in moving it was damaged due to the unprofessional and unqualified movers that you supplied who put the bed together incorrectly.I am not able to replace just the bed for my bedroom set and i cannot afford to buy a new set . 25 dollars is ridiculous offer 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/01/2024

  As previously stated, we based our settlement offer on our claims policy which was agreed to by ******************. The offer remains open. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21247747
  
  I am rejecting this response because:
  Its an insult the offer of 25 dollars , this is a joke o expected better from a business that pods recommended.I will reach out to pods and explain the way their preferred movers operate. i also am very disappointed with the better business service. your sight also will not allow me to add pictures it says the files are too big. i will tell everyone i know about the unprofessional way pack and load operates 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/30/2024

  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.

  I paid to have movers come unload my pod. I was unable to miss work so I was fortunate that the doctor that I work for was able to be here to facilitate the movers. The agreement was that they would bring their own tools and assemble my furniture. They did not do this. I called the company several times and when I finally got a response, they said that my doctor had declined the movers putting my furniture together. I said that is absolutely not true. I even had them talk to the doctor that was there to verify. I asked if they could just come by and assemble the furniture that I had already paid (and tipped) them for. I would be satisfied. She said because they live 4 hours away and swear that we declined them putting the furniture together, that they would not be coming back. I asked the lady if I could have a refund of some money to compensate me for not doing what I paid them to do and she said she would submit it to her management team. I am certainly not optimistic that I will see any money, returned.

  

  Business Response

  Date: 02/12/2024

  In all due respect to Ms. ****** her representative did not want us to assemble anything.  Notes for the day of the job states that the customer's friend "told out team not to assemble the furniture and that her friend (our customer) and her husband would put the things together".  Additionally, based upon the notes from our customer service manager who discussed this matter with Ms. ***** and her representative, there were only a couple of beds and legs on a couch that needed to be assembled. 

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21217893
  
  I am rejecting this response because:
  This is empirically and categorically not what happened. I was called numerous times throughout the day with regard to my desired about a great deal of things. She called me one such time to ask about the legs on the couch which I told them I could do. Not once did anyone ask me or my friend about putting the bed frame together (something I had paid them to do). I was of course working and I dont know a single person that would want to come home from a long day at work and assemble a bed frame. Thats crazy. When asked several times for them to return to finish the job THAT I HAD PAID THEM TO DO, I was rejected. Stating that they lived 4 hours away and would not be returning. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/22/2024

  In all due respect to Ms. ****** as previously mentioned, I have reviewed the notes from the job and her representative did not want us to put together the items. We do thousands of unloads a year and it is standard practice to re-assemble beds, unless of course the customer does not want us to do so.  This whole case is unfortunate as Ms. ***** was not on the job and her rep is telling her one thing and told us something different.  I apologize for any confusion but we did not do anything wrong here.

• Initial Complaint

  Date:01/25/2024

  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.

  Pack N Load made an unauthorized charge of $297 to my credit card. I only agreed to the flat rate of $850 for the day, loading of boxes and furniture onto the *** (entire day) and $198 for additional 2hours help packing boxes prior to loading the ***; however they were tossing things into to *** improperly, so half of the items in the house fit into the *** despite me paying over $1700 for the largest ***. I contacted ***'s who said the *** is big enough to fit my ****sq ft home and have room left over if it is packed correctly. When I contacted the manager at *********** he apologized for the inconvenience and said that he would not charge for the paper pads and told his guys to adjust the furniture in the *** to make it fit. Later they said they were going to charge an extra $297 because the job, took longer than expected. When I reminded them that they were hired for the day, therefore there shouldn't be a time limit, they said they are just doing what the boss said. When I had them call back I spoke with a women who said if I don't pay the additional money they will just take it from my credit card on file. I told her I do not authorize the charge and she just laughed at me and hung up. I called AMX credit card and told them not to allow the charge because I did not agree or authorize it and it is a double charge since I already paid the $850 for the day. *** said the charge has to go through before I can dispute the charge. Because ********** did a terrible job loading the furniture; I was forced to higher another moving company called Easy Movers to move the rest of my items that should have fit into ****************. that cost me additional money. So a job that was supposed to cost less than $3,000 ended up costing over $5,000 because I had to pay for 3 moving companies... If I paid all that money and I'm disputing $297, you have to know, that it is because I did not authorize it and it was fraudulent for them to take the money from my card.

  

  Business Response

  Date: 02/07/2024

  ************************ did hire ** to load one 16 portable storage container on a Flat-Rate basis.  In all due respect to her, our crew on flat-rate jobs are not hired For the Day as she had mentioned in her complaint; rather, they are hired until the storage container is fully loadedthen our job is complete.  In this instance, once we fully loaded her container, ************************ had many items left over that did not fit into the container space that she had rented.  Once this was realized, she wanted us to unload the container and then reload it so she could prioritize what items she wanted to go back into it.  Since we had fully loaded her container (which at that point was the completion of our ******************* the extra service of unloading and reloading the container took an additional 3 hours and we billed her $99 for each of these 3 hours (which was a savings of $392 over charging her another flat rate job). Once our team unloaded and reloaded her belongings,everything still did not fit into her container.  We are not speaking about an item or two,rather, we are talking about enough belongings that she had to hire another company to move these items for her. The fact is she just did not rent enough portable storage container spaceall of her belongings could not fit into the 16 container that SHE had rented. Moreover, at no time were we or are we ever involved with the decision of how many storage containers a customer rents that decision is strictly between the customer (in this case ************************) and the portable storage company.
  

  In closing, we were hired to load ONE 16portable storage container on a flat-rate basis and that is precisely what we did.  When all of her belongings did not fit, she wanted us to unload the container that we had JUST completed loading so she could prioritize what was being loaded (this was an extra charge since we had already completed loading the container). Finally, ************************ was charged only for the goods and services provided, not a ***** more.  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21194285
  
  I am rejecting this response because:   The storage unit from ***s is guaranteed to hold up to 1,600sq ft. and my house was only 1,200sq ft which can be confirmed by viewing any listing and by contacting ***'s to confirm the size of the *** that I purchased.  In addition the *** was only half loaded when the workers stated everything wont fit.  I asked them to remove the wardrobe as it was already damaged (loose door and chipped side) there response was it still wont be enough space; therefore I went outside to see why they said everything wouldn't fit when it was only half full.  When I saw how they packed the *** haphazardly I made the complaint to their supervisor who  apologized and said he would not charge for the paper pads and for the workers to arrange the items to make it fit more securely.  At no time during the conversation did anyone mention and extra cost.  After they were almost done packing the *** is the first time any additional charge was mentioned.  When I disagreed they said it was the manager who told them it was taking to long, so I would be charged extra.  Please  note the time on the invoice the first 2 hours were for packing boxes, the remaining time was for loading the ***.  as you can see there is absolutely no possible way they could have completely loaded the ***, then unloaded and rearranged the furniture and then reloaded the 1,600sq ft *** in the time stated on the invoice as they claim to have done.  Please review the photos  from the original complaint to see the times and also where they took off the cost of the paper pads as per the first supervisor agreement.  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21194285
  
  I am rejecting this response because:

  Pack & Load falsely stated that they fully loaded the *** then had to remove all the items and completely reload the ***... however the damaged wardrobe was the only item requested to be removed and the supervisor instructed them to properly arrange the items to make a better fit.   Pack & Load used a diversion tactic to change the subject by addressing an issue that was not only false, but also had nothing to do with the fact that they never mentioned an additional fee during the job, but decided to charge an extra $297 to my credit card, which they had on file; after the job was done.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/22/2024

  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 Services on 9/27/23 to load a *** in NE and unload it in **. When the guys got to our house in NE, one guy handed my husband a clipboard and asked him to document the time of arrival and then he put the clipboard in his truck. While moving items out the front door we heard one of the movers say, oh #*%! After that he never said anything to us and we didnt question him. They packed the *** so tight that there wasnt room to fit another thing! We were concerned because our 65 tv was wedged in against the side of the *** with the iron patio chairs and granite firepit pushed up against it. When the loaders were leaving, one of them handed my husband the clipboard and had him sign indicating the time of completion, and only then was he given a copy. When they left we walked around the house and noticed a big hole in the entryway closet where they had bumped into it with a piece of furniture (hence the cuss word). We also noticed large scratches on one of the bedroom floors where they had moved boxes or a piece of furniture across the floor. (Photos were taken of the damages). (My husband called that same day and the representative told him on the phone that the loader did come in after leaving our house and admitted to damaging the door so why couldnt he just come to us and admit it?) Upon arrival in AZ, the *** was unloaded. A few days later we unpacked the tv and noticed there was a pressure **** on the screen. My husband initially submitted a claim with the company for damages to the door and floor in the house and then submitted a claim for the tv. The companys response for the property damage was that they are only contractually liable for $25. We werent able to see this in the contract until AFTER the *** was loaded. Had this been explained we never would have hired this company! How can a company legally do this? This means they can theoretically destroy your house while theyre in it and only be liable for $25!

  

  Business Response

  Date: 02/06/2024

  ****************** filed a claim for property damages which was processed and a determination was made based upon our claim policy which they had agreed to in writing. Although the time-frame on their claim has expired, we will extend the deadline to return the paperwork to finalize payment until 02/29/24.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21181811
  
  I am rejecting this response because:
  A mere $25 that the company offered does not begin to cover the damage to our floor and the hole in the door that was caused by the negligence of the movers. They also refused to pay for the permanent damage done to our television because of the way it was jammed into the **** This company should be held liable like any reputable company or else they should be put out of business! It would be a joke to accept their $25 payment. 

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

  

  Business Response

  Date: 02/19/2024

  As mentioned, our claim settlement offer remains open until 02/25/2024.  Once again, this offer is based upon the agreed upon claims policy.

• Initial Complaint

  Date:01/04/2024

  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 moved from **** to Michigan and asked **** and Load to pack PODs, which was recommended by PODs. We were packed the last week of March and unloaded the first week of Oct, 2023. I spent over $8,500 with this company...some of the details are included here...our claim number is ******** and order number is ******* 3 and ******* 2 I can attach photos of the poor packing and damage that was caused by the movers. We have received Their review of our claim and quite honestly, we have been cheated out of the settlement from the damage the movers have caused, as a result we have had to purchase 2 new pieces of furniture, picture frames, kid's toys. Additionally, we have had to repair other items that were damaged and needed repairs. The lack of respect for our property and the resulting expenses to repair and replace is inexcusable. The itemized list of your review is not based on our furniture. If I followed your assessment, you could not know how much our table originally cost or weighed which you damaged. The $138 payout is an insult to the amount I paid to have our furniture moved, stored, and unpacked. Then in trying to discuss this further my phone calls have gone unanswered. Very clearly in the pictures the damage was caused by the packing. The lack of accountability for the actions has resulted in the loss to us. That loss is more than $2000, to purchase the furniture, picture frames and have someone come to the house to make the repairs. We are asking for a reconsideration and would look for the replacement of the furniture, picture frames, and hobby horse to be covered at a minimumthat cost is approx. $1000. We are working through the scratches which were extensive. We are asking them to be accountable and to paid for damage clearly caused by the lack of quality of the work and care for our property...I can send pictures if needed...thanks for your help

  

  Business Response

  Date: 01/16/2024

  We performed our packing and loading of ******************** portable storage containers in March of 2023.  They remained in storage for over 6 months and were unloaded by ** in October of the same year.  Although it is tough to ascertain how the damages occurred as there is no way to tell how many times they were moved while in storage, we do have a damage policy in place and processed ******************** claim based upon this policy.  **************** had agreed to this policy and had signed our simple one-page document that includes the explicit details of this policy.

   

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21096608
  
  I am rejecting this response because:

  This is a follow up to the BBB email response to me today as a result of the response from Pack and
  Load.
  
  I DO NOT agree with the response from the people of Pack and Load, in fact I have tried to call them
  again this week with no response before your email to me. It is obvious to me they dont care.
  
  As for the comment that I have signed an acceptance letter is totally false which I have included the
  unsigned copy in the attachments to you
  Im also including the follow up letter I sent to them after I got their initial response to my claim, dated
  December 19, 2023, and as I have stated in my letter to them that the $138 that they said they would
  pay, was an insult and I have never received
  
  Im shocked that they would falsify documents to cover up their lack of accepting accountability for
  the poor way the PODs were packed and loadedyou dont get that kind of shifting if they were packed
  properly. In fact I had called Pack and Load the first day they were packing in late March that they
  should have wrapped, covered, and secured the contentsusing blankets and strips, which I bought. You
  can see in the photos all three PODs were poorly packed causing the damage, much more than any
  shifting.
  I will also be contacting PODs for their inputPack and Load is wrong and should be held accountable
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/30/2024

  In all due respect to ****************, I object to his libelous statement "I'm shocked that they would falsify documents to "cover up" ... Please review my attached document which shows his signature on our work orders both in March when we loaded and in October when we unloaded.  We did not falsify anything...he signed the documents agreeing to our liability policy.  His claim was processed based upon the agreed terms.  

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21096608
  
  I am rejecting this response because:

  This signature was forged...if I had signed this the on Oct. 10 and printed my name underneath it and I compare these with the document signed at the end of March they don't match...Additionally, this document signed was acknowledging that our stuff was delivered, not a signature that we accepted their response about the damage settlement. I didn't get a response from Pack and Load until December for the damages so there is no way I accepted their resolution to the damaged they have caused...This company is cheating us...they are not accepting responsibility for the pack and re have not received any compensation which they are stating we have...look at the pictures...I don't know how the BBB can endorse this company. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21096608
  
  I am rejecting this response because:

  As they have stated the 2 documents that I have signed acknowledges that these men delivered our stuff, that's how they get paid, or so I was told...there is no reference about the conditional or acknowledgement of an accepted resolution...and based on these reviews I'm shocked that the have a BBB acceptable rating. These people are forging documents and then using them saying that I accepted how things were delivered when in fact I was told by the movers that I needed to send in complaints to the office...which is what I have done. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/01/2024

  Back in November, we sent to him a settlement statement and a General Liability Release of Claims which he executed.  At this point, the claim process has timed out, however, if he returns the signed General Liability Release of Claims to our office, we will pay him the $138.00.  If he needs another copy of the release, please advise and we will forward one to him.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21096608
  
  I am rejecting this response because I do not agree with their statement that in November I filed a signed release document. Again falsifying what actually happened. Further proof is that they are asking for a signed copy of the release. If I in fact signed it, then why do they need it signed now?  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/12/2024

  To begin, I apologize for the error in my last response.  I mistakenly said that he executed the release of claim...I meant to say he did not execute it.  This is obvious since the very next line states "the claim process has timed out"...if he had executed the document, we would have sent him the settlement amount listed on it.  To further my point, I mention in the next sentence "if he returns the signed General Liability Release of Claims, we will pay him the settlement amount.  I regret the confusion that this error has caused.

  Our settlement offer from our previous response still stands.
  

  Customer Answer

  Date: 02/16/2024

   
  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,
  
  ***************************

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21096608
  
  I am rejecting this response because:

   I have not heard back from pack and load regarding the settlement they offered previously and I need your help.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/15/2024

  After reviewing ******************** last response, I assumed that he was still in possession of the claim release document that needs to be executed and returned to our office to facilitate his settlement.  Although though this form is normally mailed the the customer, I will be emailing one to him immediately following my completion of this response.  Once he receives the form, he can return a completed copy to my directly via email a mail the copy back to our office to my attention for prompt payment.

  

  Business Response

  Date: 04/15/2024

  I would like to amend my last response.  After further reviewing this case, we in fact had mailed the settlement check #***** to Mr. ******* ************************ MI address on 04/05/2024. 

   

  This should close this case

• Initial Complaint

  Date:01/03/2024

  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.

  To Whom it May ******** I have been trying to reach someone to discuss the letter I received from Claims dismissing my claim via email sighting that I did not use your service to unload my household goods. After what I found at the *** Storage Location there was no way I would ever let/pay Pack&Load unpack my household items. As you can see from the pictures 1 provided -1 don&#**;t think they could have done a better job of destroying my belongings if they tried. All the damage clearly occurred due to how the *** was packed. My baby grand piano has been so damaged that it may not be repairable, and that is just the tip of the iceberg (i.e., I paid an extra $250.00 dollars for special handling. I have spent over $17,000 dollars on what I was told was a safe way to pack, load, store and deliver my personal belongings to my new home in **********. Imagine my surprise when I discovered that everything, I was told was a lie. Not to mention how hurtful it was to receive a letter that was so dismissive.

  

  Business Response

  Date: 01/16/2024

  To begin, **************** mentioned in her complaint that she ad spent "over $17,000" on her move; however, the largest amount she has spent was on the rental and transportation of her portable storage containers, not on our packing and loading services.  I realize that she is frustrated with our claims policy, however, she agreed to it in writing. Furthermore, the reason we require that we provide the unloading services is the fact that if we do not unload the container(s), we cannot ascertain how the alleged damages had occurred.  

   

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21086375
  
  I am rejecting this response because:
  Pack&Load are dealing in unethical business practices. At no time was it ever mentioned by the sales representative the clause referencing that P&P must unpack. I would like a copy of the contract I signed, with page hilighted. Also-provded documentation of the sales representatives write-up and signature supporting their claim. Provide me in the response-documentation reflecting what their records reflect as to the costs I paid from the $17k they acknowledged I paid. My items were stored at the *** facility - it was only when I went to that location did discover the amount of damage. In fact all the ***S via poor pack&load and transportation were so poorly packed the ***S Mgr at the Meridian Rd location had to have the ***S moved and adjusted in order to open. The response is an insult - a decent/ethical business would be concerned about poor business practices. ...
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21086375
  
  I am rejecting this response because:

  This is how I found so many of my property once I opened the **** at the ******************* facility. Which why I hired movers. They took pictures and would not move anything until they were a shared I knew they did no do the damage.

  
  

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

  

  Business Response

  Date: 02/22/2024

  I do understand ******************** frustration with having damaged items, however, our claims policy clearly states that we must provide the unloading services to be able to process a claim. **************** agreed in writing to this policy.  We  have this unload clause due to the fact that there are many situations that can cause damages and not all of them are related to the work we performed during the loading of the container. For example (and there are many), there could have been a rough ride in the transport of a storage container or truck which could cause damages... The only way to determine how the damages occurred was for us to view them first-hand...hence our policy.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21086375
  
  I am rejecting this response because: They destroyed items, furniture because they did not pack properly. Most of the things destroyed were not in boxes - example I paid an additional $250.00 for special handling of my piano which had extensive damage that was was plain to see when the  container was opened at the storages facility. To read the fine print print is a poor excuse for the way my properly was treated. The aforementioned should have been explained up front.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/27/2023

  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 11/28/23, I had two movers come from Pack and Load for a few hours. They arrived with pre-used boxes.They packed the contents of several book shelves (I supplied U-Haul book boxes for this, as well as some U-Haul smalls) and moved some boxes I packed myself. They then packed about eight shelves, two couches, two chairs, two chests, a mattress, and two recliners into a storage container.Upon leaving, they mentioned that they saw that I had some stuff left to pack and that they'd leave a few boxes as a favor. It ended up being over thirty boxes left behind. I signed and they left. It didn't occur to me until later that they were charging me for every one as if they'd packed them. This ended up being more than $700 extra in fees. I made a complaint to their ****************** and received a reply from ** saying that she would look into it for me. Over two weeks later, I had no reply and had to unpack.I chose a different company for that. When we got to the boxes, several of them were torn and damaged, and the contents were damaged.When I contacted Pack and Load by phone, 19 days after the initial complaint, C. informed me that she'd called the worker while I was on hold and he, being honest and never causing complaints before, said that he'd used every single box he brought, and also they'd left me some spares. The pre-used boxes were because he was 'environmentally conscious'. This wasn't the case and I had sent her pictures. C. said that they couldn't tell how many boxes were used in there and if I had used P&L for unloading, they could have done a reverse box count. I told her that I would have if she'd informed me about that possibility three weeks prior, when I first contacted her, but instead she ignored me. She told me that she could only work on facts, and that the fact was that she had my signature, but offered to have 'upper management' call me to resolve this. They never did and she's ignored my calls since.I cannot recommend Pack and Load.

  

  Business Response

  Date: 01/10/2024

  Rather than go through a long response here, we currently are working through another complaint venue on this case. Once that is completed, I will update my response.

  Customer Answer

  Date: 01/21/2024

   
  Complaint: 21057101
  
  I am rejecting this response because:

  We are discussing it through another medium, but I need to reply now or the complaint here will close out before it's settled in either place.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/30/2024

  In all due respect to **************, we are dealing directly with the state where he filed his complaint.  Once that is resolved, we will address this here.