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:11/27/2023

  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.

  We hired Pack and Load services to load a moving ***. Our greatest concern was furniture and exercise equipment. We were very specific about having a commercial treadmill upstairs which needed to be packed as well as leather sofa and chair. The loaders refused to move the treadmill stating it was too heavy (they had 5 to 6 movers). They also initially wrapped our leather furniture in plastic wrap even though we told them to wrap the furniture in blankets then wrap to avoid moisture damage. We again had to do this as they attempted to load the furniture while only wrapped. Ultimately these leather furniture items didn't make it into the *** and the.movers were incredibly unprofessional in. Doing so to the point we had to watch them remove the wrap with a boxing knife to assure they didn't cut the leather. They also neglected to follow instructions and loaded material and items we specifically asked them not to. We are now without many needed items until our items are delivered to our new home in a month.The treadmill was Ultimately moved undamaged by 3 college students. This amazes me as the movers seemed unable, my guess to increase the cost to move it. The couches and many other items had to be moved as well at our own expense. What is most upsetting though is the complete follow through of services requested. We feel ripped off. I would not recommend this.outfit to anyone. I now wonder if our other items will arrive safe at the next destination.

  

  Business Response

  Date: 12/11/2023

  ******************** complaint is two-fold... #1- The loading of his treadmill    and     #2 - his couch that did not "Make it into the container"...

   

  1. Treadmill... **************** had a treadmill upstairs in his home (approximate weight 350 to 400 pounds.  The only way to bring the treadmill down the stairs was to disassemble it and unfortunately we do not offer that service due to liability reasons.  **************** should have disassembled the treadmill prior to our arrival...if had had, our crew easily could have brought it downstairs.

  2.  As far as his couch not making it onto the container, it is oblivious that **************** belongings could not all fit into the one storage container he had rented from PODS.  This is evident by his statement: "The couches
  and many other items had to be moved as well at our own expense". 

  In closing, we were hired to load one portable storage container and that is the service we provided.  He just didn't have enough space in his 16' container for all of his belongigns.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20918005
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/13/2023

  The business states our treadmill wasn't moved as it need to be disassembled.  It was, also we were not advised ahead of time this a requirement.

  Regarding unpacked couches. We specifically told the loaders to move large items first ei furniture and the tread.  Instead they simply grabbed and packed even loading items not intended to be loaded.

  ultimately this comes down to failure to provide services asked for and unprofessionalism.

  The business offered $100 to unload.  There is no way in h*** Inwould use this business again.  If they want to turn this around they should pay for the extra cost to load and move items originally meant to be packed in the POD.  They should also have a very ***** conversation with the loaders who decided it was okay to mansplain what the h*** they were doing and look at why this wasn't addressed that day.  It ultimately felt like the movers were declining to load items in the hope we would have them come back to finish.  I have never had this type of experience with any business or professional organization until this occurrence. 

  

  Business Response

  Date: 12/19/2023

  Please allow this to serve as our response to ****************** complaint
  
  **************** states:
  
  The business states our treadmill wasn't moved as it need to be disassembled. It was, also we were not advised ahead of time this a requirement ****************** treadmill had to have been disassembled originally to be moved upstairs in his home.  He should reasonably expect that it needed to be disassembled to be brought back down.  Furthermore, I would think he would want to disassemble it as it would then take up less room in the container.  During the sales call, we explained to **************** that we dissemble simple furniture like bed frames and dresser mirrors and we DO NOT take televisions off of walls for liability reasonsit would be safe to assume that we would not disassemble an complex electronic piece like a treadmill.
  
  Regarding unpacked couches. We specifically told the loaders to move large items first ei furniture and the tread. Instead they simply grabbed and packed even loading items not intended to be loaded.  The proper way to load the container is a mix of large and small items that are used to fill the voids as furniture is not of uniform shapes. Unfortunately, **************** just had more belongings than would fit in one 16 portable storage container. 
  
  We did offer him basically a 15% discount off of our flat rate price to unload his container but he rejected our offer.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20918005
  
  I am rejecting this response because:

  The company offered us 100 dollars off of unloading our container not 15% as stated.  

  Ultimately, the issue surrounding this service resultiong in my family having to rent a seperate storage locker for furnature which was to be loaded in the pod.  We also had to find other workers and hire a truck to do this.  All of which ***** exceed the the offered refund from the company.

  The company works out of state and hires contractors to do their work.  I had called that same day with my concerns but they seemed to be ignored or pushed aside. We made our arragements specifically as I have stated to move furnature.  If the thought was to pack other items around for security that is fine however the focus should have been what we asked for and that was to load furnishings and the treadmill and use other smaller packages to secure the load.  

  On top of this the contractors were less then professional boardering on rude.  Had I known that this was the quality of service which was going to be supplied I would have hired someone else.

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

• Initial Complaint

  Date:11/27/2023

  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.

  See picture with complaint. I also filed a complaint for all the damages.

  

  Business Response

  Date: 12/11/2023

  A claim package was mailed out to ************** on November 28, 2023.  He has yet to return his formal statement of claims.  Once received, we will process his claim for damages. 

• Initial Complaint

  Date:11/20/2023

  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.

  I used Pack and ************ in 2018. At that time, the service was absolutely great. After the move on July 15th, 2023, I would warn any and everyone to STAY AWAY FROM THIS COMPANY. Pack and load, a once reparable company, has become one of the worst experiences ever; the poor packing and loading skills and the terrible customer service leaves much to be desired. The movers brought paper to pack my things, which was a little concerning, and was expressed. The movers response was they had years of experience and knew what they were doing. As I watched them pack my things, with little regard, I expressed to them again; I have very valuable things that need to be packed correctly or they will break. Once again, I was met with a flippant attitude about their years of experience and knowing what they were doing. After all the boxes were pack, they began packing my pod. The pod was pack with the same disregard as the boxes, at that point I called the company to express concern that not only were the boxes packed carelessly, but so was the pod. They didn't secure anything. I took pictures of everything. After the pod was loaded, the movers tried to coerce me to signing a waiver, which I refused and called customer service. I was informed by customer service that I was not required to sign a waiver. I took pictures of all the documents I signed. On today, November 20th, the pod was delivered to the destination. Upon delivery, the pod was so terribly packed I can not get the door open. Calling the customer service line did nothing. These people clearly have no respect for even repeat customers. The first customer service representative transferred me to a line that went to voicemail. The second representative, *********, had no respect for what their company put me through. I was already upset because no one listened to my concern during the move, and now I have to deal with the result. And, secondly no one cared or seemed concerned about what I was currently dealing with.

  

  Business Response

  Date: 12/04/2023

  I am not sure if **************** is aware of the fact that we do have a department that handles damage claims.  To get the process started, she can go to the following site to request a claims  ************************************************** .  Once the request is received, a claims packet will be sent to her.

• Initial Complaint

  Date:11/17/2023

  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.

  We prearranged billing for a POD load and 20 disposable blankets, I was managing the move for my elderly mother-in-law in another state. We supplied 6 blankets and paid for up to 20 moving pads ahead time for packing one 16ft POD. When the crew arrived, before they started loading, they told my 88 year old mother in law they needed extra blankets for 100 dollars which she handed them in cash. There is no way they could have known this ahead of time and they weren't clear what exactly she was giving them cash for. All the financial arrangements were mode up front with P&L and I was not contacted for any changes. I spoke to the billing office and they said "she made a deal with them". I thought 'them' was Pack and Load? Why am I arranging everything up front with Pack and Load? In my opinion this is clearly a shakedown of an elderly person - elder abuse - and completely unethical. The understanding is it was all paid for up front on the credit card. Further, Pack and Load could have have easily made it right but chose to stick to this unethical behavior.

  

  Business Response

  Date: 11/28/2023

  I attempted to review this complaint but unfortunately I do not know the name of ******************** mother, thus, I cannot investigate it.  Please provide me the name so I can properly address this complaint.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20885232
  
  I am rejecting this response because:  Her name is ************************* the load was in *****, **.   They know exactly who she is. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/08/2023

  In all due respect, there is no mention of ******************** name in your complaint...the only name listed is ******************************  You inference that "They Know Who She Is" is absolutely incorrect. I am the person responsible of reviewing and responding to this complaint and we do thousands and thousands of jobs.  Now that i know the customer name, I will review the case and respond next week.

• Initial Complaint

  Date:11/06/2023

  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.

  We employed Pack and Load Services (********************************************************) on July 10, 2023. When I spoke to them on the phone, they said that they would provide professional movers to pack our ***s and that they would shrink wrap our sofas and pad our furniture. (We were to provide the pads.) They packed the boxes of furniture pads in the first *** and did not want to unpack the *** to retrieve them. (We had purchase 50 pads for this move.) They agreed to use their thick paper padding free of charge. Unfortunately, they stopped using this padding and we received a lot of damage to our furniture. We hired this company because it has an A+ rating with the BBB. I personally would give them a "F". They are saying that they will pay nothing for our damage because we did not hire them to unpack our furniture at our new location. I was never told two things. 1. *********** requires that you pack and unpack using their services and 2. They pay a maximum of $250 for damages. They are declining to pay anything because we did not use them to unpack the ***s at our new location. Plus $250 would not even come close to covering the damage to our furniture due to their unprofessionalism. The movers did not use any precautions to protect our furniture and did not use the space efficiently, causing us to rent a storage facility and a rental truck to move our belongings that did not fit in the three ***s. Please find attached the file that I sent Pack and Load Services with pictures of the damage and pictures of unprofessional packing. *********** that did unpack us was appalled at the unprofessional way the ***s were packed. There were many times, I saw the movers just standing around talking. We ended up having to pay many additional hours, for a total of $1666. I am filing a complaint for two reasons. 1. I do not believe that they deserve an A+ rating and 2. I would like some compensation ($500) for my furniture repairs.

  

  Business Response

  Date: 11/16/2023

  In all due respect to **************************, it is unfortunate that she incurred damages to her furniture. We were not hired to unload her containers;thus, we could not evaluate how her damages had occurred.  For us to process a claim, we must perform both ends of the movethis policy was agreed upon by ************************** as evidenced by her signature on our paperwork. Our policy was clearly stated there.
  Regarding her need for a rental truck, all of her belongings did not fit into the three container she had rented.  It is obvious that she did not rent enough of the storage containers, thus the need for a truck to move the remainder of her items. Our crew packed the containers efficiently and effectively.  

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20831447
  
  I am rejecting this response because:  I do not even care about the $250 that the company would have offered, if I had used their service for both packing and unpacking.  They promised to provide professional movers and to shrink wrap my sofas.  They did not do that.  Our items did not fit in the three PODs because of the way that they packed the dressers.  We had significant damage, which $250 would not even come close to covering, so this is not about the money.  This about the fact that they did not provide what I would say are professional packers. If they were professional, please explain to me why we had so much damage.  I have pictures of our furniture as it was unpacked.  

  I would just like to caution anyone who is thinking about using Pack & Load Services to proceed with extreme caution.  If you look at other complaints that have been issued against the company, they have not taken ownership of any of the issues.  I do not understand how they can have an A+ rating with the BBB.  

  I would like to get a copy of the document that they said that I signed.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/24/2023

  In response to ****************************** rejection, she mentions "Our items did not fit in the three PODs because of the way that they packed the dressers"   just is not the case.  She mentions that she had to rent a storage facility and rental truck to move the items that could not fit into her container...this indicates she had quite a bit of overflow, improper packing of a dresser would not cause this. I do want to mention that we had nothing to do with the decision on how many containers were needed; we were hired just to load them.  As far a damages, we have no way to determine how they occurred....************************** is stating that it was our packing of the containers but she failed to mention that these containers were transported by flatbed trailers and that they were stored in the storage faciality where I'm confident they were moved via forklift many, many times.  I have included here signature on the document that states our claims policy.

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20831447
  
  I am rejecting this response because:

   

  I can not understand how Pack &Load can blame the transport of the items for the cause of the damage.  

  As stated in my letter to them and as documented by pictures that were sent to them.  The wooden items were packed so they were rubbing against each other and heavy items were placed on top of my once-beautiful cherry dining room table, which they protected by using a sole thin piece of paper, which tore.  This caused a ***** in my table.  Pack & Load knew that they were packing PODS and how they were to be transported and should have taken the proper precautions to protect the furniture.  We were expecting some damage, but definitely not the amount of damage that we received. 

  Also, how can they say that the storing of the dresser drawers did not take extra room?  The dressers were placed in the PODs without the dressers inserted.  If the drawers were inserted in the dresser, then they would have taken up the same room as the dresser.  By stacking the drawers separately, this took extra room.  This was six dressers worth of room that did not need to be used if they had inserted the drawers in the dressers.  Please look at the pictures and explain to me how packing the drawers separately did not take up extra room.  In addition, as stated in my letter, because the drawers were stacked out the dresser, with no protection between them, the drawers were scratched.  

  Once again, the thing that bothers me the most about this entire ordeal is that Pack & Load takes no ownership of any of the problems and the lack of professionalism.  

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

  

  Business Response

  Date: 12/08/2023

  ************************** is asking for a refund for some ot the time it took loading her containers; however, we loaded 3 containers in a total of 7 hours which actually is quite efficient. It typically takes 3 to 4 hour to load ONE container.  We do thousands and thousands of these jobs a year and have plenty of support to that fact.  Additionally, it appears from her photos that she did not have an adequate amount of fabric moving blankets to protect her furniture. Many items are not padded!  Even with that in mind, we are more than glad to process a damage claim for her based upon our claims policy that she had agreed to as evidenced by her signature on the form that was we included in our last response.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20831447
  
  I am rejecting this response because:  This reply made me laugh.  Please read my original letter.  The reason that there were no enough moving blankets is because the packers backed all the boxes of new moving blankets in the first POD.  I had an ample supply of moving blankets, but they accidentally packed them (all of them; unwrapped) in the front of the first POD.  It was agreed to with the supervisor (who was onsite at the time of this discovery) that they would use their padded packing material, at no charge to us.  This is the cause of the problem.  They stopped using the padded material.  They did not follow through with the agreement.  It was either they use their padded packing material at no charge or unpack the first POD, which was completely packed.  They agreed to use their padded packing material at no charge. 

   

  Like I said, Pack & Load Services refuses to take any ownership of this problem.  The amount of damage that we received is because of direct result of the packers not using their padded packing, as agreed.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/06/2023

  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.

  My issue is very straight forward. I had paid for three mover for three hours. I was charged days before my date of service. On the day of service only two movers showed up and they worked for exactly three hours. The moving coordinator from pack and load services called me the day of the move to check in. When I told him that only two people showed up he said I should be adjusted in price, since I paid for three people. He said I should file a billing claim on their website. I did file that claim right away. It has now been over two months. I have called, left messages and resubmitted my billing claim on their website and still no one has contacted me back. Every time I call and ask to speak to a supervisor, the response is no one is available. I dont know what to do at this point and I am considering taking legal action against them. Please help!

  

  Business Response

  Date: 11/16/2023

  This is the 1st I have heard of ******************** complaint. I have turned this over to the head of our billing department to investigate.  I apologize for the delayed response but I assure you this will be expedited immediately.  We will follow-up with her by Monday, November 20th, at the latest.

• Initial Complaint

  Date:10/30/2023

  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.

  Pack and Load Services (P&L) packed/loaded our home into 5 PODS for storage (10/27-28, 2022); unloaded the 5 PODS after 9 mo. of storage (7/19-26/2023, date of discovery). Not only did we incur furniture damage but were missing high value items (LV ladies luggage; value $9,000). The obvious conclusion the 3 P & L movers that packed/loaded stole these items. When reported to P&L, I was directed to file a police report who reported that both P&L and their subcontracted *** had no documentation of the 3 movers. Thus, the police were unable to investigate. P&L has never acknowledged the theft after receipt of my claim, or when contacted by the police or my conversation with the ********** I received no reply to my email or phone calls requesting to discuss the claim settlement. The issues are:A Job of 5 PODS: Claim settlement was received Oct. 5, 2023 of $250; 30 days to respond with sign off to release further liability. When I inquired about maximum liability coverage of $250 per job, **************** Rep. stated each POD was considered a job. Why was the final settlement only $250 when we had 5 PODS and theft? Theft; ********************* P&L has not acknowledged the theft in anyway. It is astounding there is no documentation of the three movers. Thus, the police could not investigate. Would theft of this magnitude fall outside their liability policy for damages? Or, is theft a regular course of their business? I appealed the final claim, requested to speak to a senior representative of P&L. No response. Damages and Liability Policy states they do not assume liability for moves where moving blankets are not provided; and not liable for laminate furniture. The damaged furniture was loaded into PODS unprotected although we had available over 150 packing blankets. What is their liability when moving blankets are provided, but not used? The laminate furniture was mishandled, packed unprotected and some stacked. Response appreciated.

   

  This is Complaint #2 against Pack and Load Services (P&L), *****, **. This additional complaint is regarding P&Ls use of R&******** of **********, ** to subcontract movers; P&Ls lack of knowledge or accountability for R&******** negligence and use of undocumented workers; P&Ls false advertising that they supply experienced moving crews and packing experts to make sure goods are safe and protected. Detailed in my first complaint, we incurred significant furniture damage caused by negligent packing and protection of items; and were missing high value items (LV ladies luggage; value $9,000). The obvious conclusion the 3 P & L movers that packed/loaded were inexperienced/untrained and stole the high value items. When reported to P&L, I was directed to file a police report. The police reported that P&L in fact used R&********; and both P&L and R&******** had no documentation of the 3 movers. Thus, the police were unable to investigate. R & ******** has no website or address. The police provided the phone number of R&******** (*********************, ************). The police reported **** only had a job ticket with beginning and ending times for the job; no documentation on the workers. When contacted, **** also stated he had no liability, his liability was covered by P&L Services. The issue: Accountability for *************** ********************* P&L had no knowledge at all if the movers subcontracted for our job were trained or experienced; P&L has not acknowledged the theft in anyway, or the negligence and lack of documentation of the 3 R& ********. P&L did not assist the police in any way to identify the 3 movers. Thus, the police could not investigate. What is P&Ls liability for the actions of subcontractors when they advertise expert and experienced service? Would theft of this magnitude fall outside their liability policy for damages? Or, is theft a regular course of their business? Does R&******** have any liability?

  

  Business Response

  Date: 11/16/2023

  There is much to this complaint so I will address the issues in the order of appearance:
  Stolen Merchandise: **************** is accusing us of stealing her luggage.  We never took possession of her belongings, rather, we moved them from her residence directly into her PODS container. 
  Damages: **************** filed a damaged claim, and it was evaluated based upon our claims policy that was agreed to by the customer.  She was offered the maximum settlement.
  As far undocumented workers, **************** is saying our workers are Undocumented because their names did not appear on the paperwork that she signed on the day of the job.  *********** providers name and signature was on the form and there are no requirements for us to put the names of all of the workers on the paperwork. 
  As far as the police investigation is concerned, we absolutely cooperated with them. We provided the name of our service provider who performed the services and his contact information.  I cannot comment on what occurred between the investigating officer and the service provider as we have no knowledge of what transpired between them.
  In closing, We stand by our claim determination and if she still believes that there was theft, then she needs pursue that allegation with local law enforcement.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20796410
  
  I am rejecting this response because:

  I have many issues with the response. First, the response was that I am accusing them of theft, but they never took possession of my belongings, rather moved the residence directly into the ***** Of course, they did not take possession of our belongings. My description of what occurred could not have been more clear. Is this a misunderstanding or a rejection of the facts? The items that were stolen were removed from my home when the movers were packing the ***** the stolen items never made it into the ***** the logical assumption was that the movers loaded the items into their car.  I explained, once the **** were loaded, they were locked by us and not unlocked until unloading into our new home. No one had access to the **** after they were locked; this was also verified. To be clear, Pack and Load movers (provided by * and ******** of **********, **) stole the items from our home. The items were not packed and were never loaded into the *****  

  *egarding the undocumented workers, this was information provided by the police when they requested the names of the workers in order to follow up on the theft. The service provider that Pack and Load subcontracted with (* & ********) to provide the movers, had no documentation of the individual movers and re-directed the police back to Pack and Load Services. The police spoke directly to P and Load Manager who again reiterated there was no documentation of who the movers were. Where is the accountability for subcontracting movers and not knowing anything about them? The responder said they do not have any responsibility to provide the names of their movers. The responder does not feel any responsibility to even give this information to the police when there has been a theft? That was not perceived as cooperating with the police.  Because of this lack of cooperation,  the police could not pursue the investigation. The response to this was that if I believe their was a theft, I needed to pursue law enforcement. Apparently, the responder over looked that I had pursued with law enforcement; and I just explained why it was a failed investigation.

  I questioned the total claim reimbursement for 5 ***** This was not addressed in the response. I specifically inquired of a Pack and Load representative, what constituted "a job" and she explained the maximum reimbursement was $250 per POD as I specifically pointed out we had 5 *****  Why was I only reimbursed $250 given the amount of damage my claim delineated? Why was I at least not reimbursed $250 per POD? Why was there no explanation as to how the final amount of only $250 was arrived at? I requested an opportunity to appeal the claim assessment; and there was no response. Why is there not some consideration of the amount of of my loss due to theft, which clearly occurred with Pack and Load movers? I asked the question, is theft a routine occurrence? Does Pack and Load liability insurance cover theft? Did Pack and Load follow up with * and ******** to share the liability for the theft or to have * and E assume liability for the theft? Note, Pack and Load advertises that is provides professional trained movers, yet knew nothing about the * and ********.
  Sincerely,
  *****************************

  

  Business Response

  Date: 11/28/2023

  My final comment regarding any theft is that it needs to be investigated by the local authorities in which the alleged theft occurred.  One other note on this subject, the authorities know the name of the owner of the company that actually performed the services (which was provided to the local authorities).  These authorities should have been able to have the owner of that business provide the name of the workers that he had employed that day.  We do not know the subcontractor's employees names (as inferrenced by ****************) as we had hired the services of that company and they manage their own employees.  If these names are so important to ****************, I strongly suggest that she compels the investigating officer to get them from the subcontractor's owner.  

  As far as her claim,she has misspoken about the definition of a job. The entirety of the move is considered ONE job...a job is not each container or vehicle loaded or each box packed, rather, it is the entirety of the job.  Her claim was valuated based upon this policy. 

  One final note, she keeps referring to our claims policy regarding theft, however, there is no clause for theft as we NEVER take possession of the customer's belongings.   We load the belongings into a container which then is locked by the customer.  We never see or have access to the container until it arrives for the unloading (if we are hired to perform that service).  In ******************** case, we loaded her containers and unloaded them almost a year later!  Anything could have happened in the year's time between our loading and unloading service. As mentioned earlier, she needs to have the local authorities investigate.

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20796410
  
  I am rejecting this response because:

  *egarding the theft experienced in the loading process, it was only through the investigation by the police that I learned *ack and Load Services (* & L) hired the services of * and ********. I understand that. What I do not understand is why you apparently feel you have no accountability in this situation. From the beginning, *&L has deflected any responsibility to * and ********. What you fail to acknowledge is the we hired *&L Services. We did not hire * and ********. We paid our bill for services to *&L Services.We did not pay * and ********. The * and ******** presented themselves to us on that day of loading as *ack and Load Movers. We are your customers. We are not customers of * and ********. We hired * &L and expected professional and honest service.

  
  * & L has directed me to * and ******** more than once to investigate the individuals who I have no doubt removed (stole) the items from my home. Both the police and I have spoken to the owner of * and ******** who completely deferred to *&L Services. He claimed to only have a job ticket; and no names of the specific movers. Why has *&L also not pursued an explanation from this company who they hired? Although *&L claims to have done everything they could to assist the police, they simply provided the name of the company and the contact information of the owner.

  
  Yes, *&L loaded our containers and they were stored for several months. *egarding the statement Anything could have happened in the year's time between our loading and unloading service, indicates that *&L is clearly unfamiliar with the **** process. Once the **** were loaded, they are locked by us (the owners) before moving off the property. *er the **** company policy, we are the only ones with the keys; and thus the **** cannot be opened until arriving for unloading at our new home. I never stated or implied that *&L had access to the containers after they were loaded, locked and stored; rather it was always clear that the missing items were removed from our home during the loading process and never loaded into the **** To suggest that while in storage, someone pilfered through our 5 **** and selected to remove 3 high value items is absurd.

  
  *egarding my claim assessment of $250, I believe there were circumstances that *&L Services would consider a reason for an appeal and a settlement. I explained/questioned  in an early letter to the *&L ********** that the damaged furniture and other items were loaded into the **** unprotected although we had available over 150 packing blankets. * &L liability policy states that they do not assume liability for moves where moving blankets are not provided. Thus, what is the liability when blankets are provided and not used? Due to damage incurred, we are having to replace our sectional couch, as only one example of what we have had to deal with.

  
  * & L states in their liability policy that they are not liable for laminate furniture. However, with this waiver of liability, the expectation is that the laminate furniture would be packed properly by the * & L movers using protective, moving blankets.Thus, what is your liability for the substantial damage to our lacquer bedroom set that was packed into the container totally unprotected and in some cases stacked?
  
  None of these questions were addressed. My request for an appeal was never addressed. At the very least, I was requesting the maximum amount ($250) paid per pod. I fully realize that a company of this size can certainly choose a different outcome/ settlement regardless of their liability policy.
  
  In short, we hired * & L and trusted that the movers sent into our home would be experienced and trustworthy. I never imagined that we would have to protect ourselves from theft and significant damage. Through this process and lack of any action, I question the integrity and standards of * & Load Services. 

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

  

  Business Response

  Date: 12/19/2023

  Once again, **************** is accusing the movers of stealing some of her belongings.  I am not debating if the items were stolen or notthe fact is it needs to be investigated by the local authorities. We provided them with R&******** owners contact information for their investigation. 
  
  **************** keeps referring to undocumented workers which is s huge play on words.  We subcontracted a company, not individuals, to load her containers.  We paid R&******** for their services,not the individuals who performed the service. If we had hired the individuals directly, we certainly would have their personal information; however, we hired the company (whose information was provided to the authorities).
  
  As far as liability for damages, **************** stated: I specifically inquired of a Pack and Load representative, what constituted "a job" and she explained the maximum reimbursement was $250 per POD as I specifically pointed out we had 5 PODS.   This is just not factual as we do not have any females working in our claims department and our customer service representatives are thought and instructed to transfer all claims questions to the claims department.
  
  In closing, our claims determination stands, and we are more than willing to assist with any further investigation of the alleged theft.

• Initial Complaint

  Date:10/20/2023

  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 was originally quoted (132241) $789 for 3 movers, 3 hours. Only two movers showed up. When I spoke with ******* at Pack & Load Services during the move on 08/31, via phone, she acknowledged that there was an error in the paperwork at Pack & Load Services, and it would be corrected on my invoice. Unfortunately, I was billed for 2 movers, 3 hours at the same price ($789) and charged the additional hour $138. Which obviously it took longer to move since there were only 2 people instead of 3.After the invoice (********) came through, I called to try to resolve over the phone. I was told that I must submit a claim to ********************************* 09/05, I provided the original quote for 3 movers. ********* replied to my email and said they were looking into it. After 6 follow up emails and no reply, I am filing this on BBB. I am requesting a credit for only having 2 movers OR for the additional hour charged. Pack & Load Services admitted this was an error on the day of the move, and admitted that they were looking into the discrepancies on the quote vs invoice. They have yet to address a resolution or refund my account.

  

  Business Response

  Date: 11/01/2023

  In all due respect to ************, he is not stating the facts correctly.  He was quoted a two men for a 3 hour minimum at $789.00 for the 1st three hours with $138.00 per each additional hours.  He was never quoted for a three-man crew.  I've attached the original quote.  His four hour job was billed accordingly to the quoted prices.  He is not due a refund.

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20759885
  
  I am rejecting this response because: 

  I included the original email thread with attached quote from ***** at Pack & Load Services. The original quote that was provided was for three movers NOT two. I used this quote to book.

  I've also included the email thread from ****** confirming the job that I booked - again for 3 movers. This was forwarded to ******* on the day of the move (08/31) when I called in to Pack & Load to question why 2 movers were sent instead of 3 movers, as quoted and paid for. ******* then explained to me via phone that it was a clerical error on Pack & Load, and it was to be rectified on the invoice. Unfortunately, this did not happen, and Pack & Load refused to address it with me.

  I included a word doc with screenshots from my email showing the message in the background of the open attachment. I would have uploaded the .eml file but it shows it is unaccepted. Happy to forward the thread to interested parties as proof that I am not altering the quote provided.

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

  (She/Her)

  

  Business Response

  Date: 11/27/2023

  Upon my review, it seems there is some billing issue that need to be resolved.  Our billing manager will be reaching out to ************ once this is reviewed.  She should expect a response by Monday.

  
  

• Initial Complaint

  Date:10/19/2023

  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.

  I hired this service to pack my moving container. The workers they sent spent more hours than necessary on the job , a lot of that time on their phone . They were careless with handling my belongings. At one point I heard a big crash which was the wooden headboard to my bed hitting the floor, it was broken in two pieces.I was so dissatisfied with the service that I chose not to use them again Upon unpacking ,I found the damages to my belongings excessive and unnecessary. I filed a claim.with Pack&Load. My claim is denied .

  

  Business Response

  Date: 11/03/2023

  I have reviewed her claim denial and it was a valid determination based upon our terms and conditions; however, out of customer goodwill, we are processing her claim based upon our agreed upon claims policy.  A new claim determination is being mailed to ****************** today.

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20752226
  
  I am rejecting this response because:

   I received a settlement offer of $25 from Pack and load . This is unacceptable since I need to , at minimum, replace a bed that was carelessly broken. Thank you for your assistance in this matter .
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/09/2023

  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.

  I contacted Pack and Load with the expectation that they would efficiently unload my POD, as they came highly recommended for this service. They assured me of a flat-rate fee and boldly claimed, "It's done when it's done no matter how long or short it takes, we'll unload, assemble, and arrange everything." However, this was far from the reality I faced.On the day of service 8/24/2023, only one worker showed up, and I had to shoulder the burden of moving heavy items since his partner arrived much later. My frustration reached a boiling point, and I expressed my displeasure to Pack and Load as I was surprised with a **************************************************** my quite. They initially acknowledged the issue as "unacceptable" and promised to follow up. But what followed was a month of utter neglect and indifference.My messages were either ignored or met with excuses like "the responsible person to handle this isn't available." Each time I called, I received a different, infuriating explanation for the problems I encountered. Finally, after weeks of enduring this runaround, I was informed that the matter was being "reviewed."Today 10/6/2023, after leaving an unanswered message on Monday, I was bluntly told that my issue would not be addressed any further, and the case was closed.This ordeal not only left me financially frustrated but also exposed Pack and ****'s blatant lack of ethical business practices. Their complete disregard for basic courtesy, such as returning my calls or providing a straightforward resolution to my case, is nothing short of infuriating.

  

  Business Response

  Date: 10/24/2023

  After reviewing ******************** file, I'd like to address both of his issues.  

  1. As he mentioned, the job was booked on a flat-rate basis which includes the complete unloading of his container. There isn't a guarantee of how many mover's that would be on the job.  Since he had an same-day drop afternoon start, we sent our 1st available mover to the job to begin the unload and the 2nd mover arrived an hour later.  According to the job notes, **************** assisted with the washer & dryer which was the extent of his "Shouldering the Burden of Moving Heavy items".  We certainly did not encourage or ask him to do so, hence it was his choice to assist.  

  2. As far as the same day drop fee, during our confirmation call prior to the job to review all of the details, **************** mentioned that his container wasn't being delivered to the scheduled day of the job.  With new information, we had to change the start time of his job from a morning start to an afternoon start to accommodate the delivery of the container on that day. These same-day drop jobs also involves additional moving pieces on our end and this is why we have a same day drop fee.

  In closing, our customer service manager had his case reviewed and it was determined that he was not owed a refund. He was told of this decision and then was not the most pleasant person on the phone.

   

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20707121
  
  I am rejecting this response because the primary concern regarding this entire situation is the absence of any prior mention of a same-day drop fee in any of our prior interactions or communications with this company. The initial quote I received included charges for unloading and assembly, but none of the assembly took place, and the service I paid for was not delivered as expected. My unpleasantness stemmed from the complete lack of communication on the company's part when I attempted to address these issues.
  
  Sincerely,
  
  ***************************