Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired one of PODS' recommended pack and load contractors to pack my kitchen. Everything else I had packed, but I wanted my kitchen packed well and thought a company PODS recommended would be professional. It turned out to be one of the MOST unprofessional, and unknowledgeable packing companies I could have chosen. Had I known that I would have went ahead and packed my own kitchen. Although I didn't watch while they packed, they did come to me and say they had run out of packing paper and instead used my PAPER TOWELS@! When my daughter and I unpacked the boxes at my destination, there was one thin piece of paper used to wrap porcelain china, ******** and antique serving pieces. Some pieces were not wrapped at all or were wrapped in one paper towel. There were heavy pieces set on top of the china, ******* and antique pieces. I paid for 10 dish pack boxes but there were only 2 and they did not wrap any of the dishes in the dish packs. I had a ton of cracked, chipped and un-usable china, ******* and antiques. I have pictures to document this. I submitted a claim for over $600 in damages and they only agreed to pay $96.00 and they want me to agree to this and sign a release of claim. I am disgusted with this company and the stress I experienced as I unpacked valuable china and antiques that were destroyed. I thought I had hired a professional company to ensure my valuables made it to my destination unharmed, but they were completely negligible and unprofessional.

  

  Business Response

  Date: 10/16/2023

  I have reviewed this complaint thoroughly and here is my findings.  In all due respect to ***********, I do not know what tons of cracked items are, but on her claim form she had a total of 14 damaged items, and we had packed 20 individual boxes.  If you look at the pictures, all of the damaged items shown had professional wrapping paper and, in many cases, we even used Styrofoam peanuts to help protect these items. It is unfortunate that she did have damages, however, we evaluated her damage claim based on our valuation claims policy that she had agreed upon.  In this complaint, she valued her claim on the replacement value which is not part of this policy. Our valuation policy is based on the moving industry standard. 

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20679621
  
  I am rejecting this response because: One piece of paper does not protect ***** and there were NO styrofoam peanuts and also I paid for dish packs that were NOT used.  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/03/2023

  ************ may not be aware of what a dish pack box actually is...it is a double-corrugated double-walled fiberboard box which is much stronger than a standard packing carton. We packed 10 of these boxes using industry standard methods.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20679621
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/26/2023

  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 *********** based off of a recommendation from Red Rover PODs. I inquired about insurance and they said they were insured.First job: They came out to our house to load two PODs, all of the furniture was dismantled and boxes packed ready to go. They did a decent job of wrapping everything, but didn't take proper care with some items as they were loading. In particular a $700 Pottery Barn desk. One guy attempted to take it out the smaller of two doorways not once, but twice. It broke in several areas and was also scratched up. He finally listened when I said use the other door, please. As soon as they were done I contacted my sales person and told him I was concerned about a few items that were not handled in a caring manner and that I wanted to address it when they came back to unload the PODs at the new house. I was assured that anything that was damaged would be made right.Second job: A couple of weeks later *********** came out to unloaded the PODs at the new house. I pointed out the desk and a few more items that were damaged to the moving crew. I also pointed out several dings and gouges in the walls that they made while moving larger items. The house is brand new so the marks were not there prior to the move. After their departure I found several more items that were broken or damaged due to mishandling. This includes furniture, dishes, and misc. items. In total probably about $2000.Per our previous discussion I requested a claim form from my sales rep. **** to find out they only carry the state minimums on insurance. That translates to 25 cents per pound per item with a max ****** amount and a cap off of $250 per move. Considering it would take hours to photograph each dish, ************* of the furniture we decided to forego the form and eat the loss. Had they explained their worthless insurance and or offered additional coverage for a fee we would have absolutely made a different decision on hiring them.

  

  Business Response

  Date: 10/11/2023

  In all due respect to **************, the claims policy was fully described within the document he signed on the day of the job. It is the industry standard valuation based upon the weight of the damaged item (60 cents per pound - not ********************* the complaint) rather than insurance coverageas ************** indicated. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20652451
  
  I am rejecting this response because: The document was not presented until the end of the loading was completed. That is when I signed it. After the packing was completed I called and told them I was concerned that some things were mishandled and probably broken. Furthermore, I said I want to hire the same crew to unpack the PODs so that there is no finger pointing if I hired someone else. At that time they could have elaborated on their state mandated and very limited insurance policy. Had I known more I could have weighed my options. Instead they agreed and let me rehire them knowing their exposure was minimum. Just one piece of furniture, the Pottery Barn desk, was $750. I'll repeat, they made two attempts to shove it out of a door that was too small. Then they used the larger doorway that I pointed out then they arrived. I have attached a pic of the wall with paint and dings at the old house from this malpractice. *************************************************************************************************

  As you can see from other posts, they are not a moving company, but rather a broker. The company that showed up was Small Moves. 
  

  I have since contacted several other movers/packers. Most of them either have higher damage and loss coverage or they offer an optional supplemental that the customer can purchase or decline. When you move you have to anticipate accidents (not poor service) and you ask about insurance. We did, but didn't realize the insurance is worthless. 

  A company with any integrity would attempt to correct this. Let see how they respond.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/18/2023

  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.

  Date of Service: July 7, 2023 Horrible services to load a **** ******* arrived 5 hours late. They arrives at 5:30 PM instead of 12:30. The 3 workers had no knowledge or professionally skills needed packing and loading any furniture. They loaded the already packed boxes and after 3 hours told us the the 8ft Pod was not wasnt larger enough to hold all the furniture. They did not load any lifting heavy furniture. ***** and her superior in **************** was very rude and did nothing to help resolving the problem. We paid $966.80 ************ We request a refund minus $149 for one hour of labor and $107 for materials that werent brought to protect the furniture.We called Expert Moving Services and was connected to Hire A Helper that came the next morning at 8:30 AM. Two professional movers were sent for $497.59. The movers were able to unload and reload the Pod with all the heavy furniture and most of the boxes.After several call to *********** manager, she would not give me the number to her corporate office. We decided several time of our being reimbursement of the.work that the workers did not complete. I always had to call her for a follow-up and she did not reimburse any of our money. Is there anything BBB can do to assisting with this issue?Thank you,********************************* (********************************************)

  

  Business Response

  Date: 10/03/2023

  To begin with, we were not late for this job.  ********************** was scheduled for a PM startall PM jobs commence once the crews earlier job was completed.  WE NEVER PROMISE ANY AFTERNOON START TIMES.  We did load her 8container (they do make a 16 container) and all of her belongings did not fit. To further prove this, she said another company came out and reloaded the container and once again everything did not fit.
  ************************ did complain to management that she thought the container needed to be reloaded.  We offered to come back out but she had already paid another company to try to put all of her belongings into the small container (which they could not).  As far as a refund of $149.00 and $107.80,she was only charged for the time we worked and the materials used.  ************************ is not due any refund.  

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20615162
  
  I am rejecting this response because: Pack and Load didnt complete the job that I paid over $900 for.  There customer service didnt offer to sent anyone else to complete the job during the time period that I needed it done.  There crew was unprepared and unprofessional.  I tried for weeks to resolve the issue with customer service, but got very little response unless I called them.  The last time I called, I got no response.  I do have videos of their work and the other companys work but they are to large to upload on this website.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20615162
  
  I am rejecting this response because:

  Attached are photos of the inside of the Pod after the Pack and ********* pack the Pod incorrectly.  I will send you a photo of the Pod when a different crew finished loading the same Pod. Also attached (This is the same size Pod loaded by another company with only a few boxes left in the apartment the we were able to move).

  Photos of several items left in the apartment after the Pack and ********* did not pack the Pod correctly.  None of these items were left when a different crew finished loading the same Pod.

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

• Initial Complaint

  Date:09/07/2023

  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.

  This company is selling people on false information. Not sure how these people are still in business. I WISH I READ THE **** REVIEWS!!! Despite the low cost in service it's not worth it. We had over $4,000+ worth of damage and *********** offered us an insulting $186.00 (the *** available on any claim is $250). I'm stunned....we had very expensive furniture. The movers were unprofessional, packed our moving trailer bulky with no organization and when our items arrived all of our items were spilling out all over the place and damaged badly. Despite the fact that we provided all moving materials, bubble wrap, tape, blankets, wrapping paper - they still only wrapped everything half way. It's ridiculous they are able to legally get away with stealing and ripping people off during such a vulnerable time like moving across states.

  

  Business Response

  Date: 09/20/2023

  In all due respect to ********************, she settled her claim by signing our "Release of Claims" and accepted our settlement payment.  This amount was determined based upon our agreed claims policy.  

  We certainly did not Rip Her Offas she alleged in her complaint.  She agreed to our claims policy by signing our work-order which states our claims policy directly above the signature line. 

• Initial Complaint

  Date:08/21/2023

  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.

  Date of transaction - July 27th 2023 Money Paid - $1050 Commitment - Load up a PODS container in 3 hours properly Dispute Reason - Unsatisfied with the services provided and seeking $500 refund Dispute Resolution - Tried to contact the business several times over ************* but no response. Got stuck in a phone loop every time I call in when they try to transfer me to the right person to help. Emails remain unanswered, however were very prompt during scheduling of services.Full details:I hired Pack & Load services to load up a PODS moving container for a 2 bedroom apartment. From the minute the movers arrived, the problems started. One guy didn't speak any English at all, and the moving supplies they brought (which was contractually included) was of subpar quality. In addition, I faced the list of issues below.- Movers looked tired and didnt come across as professional - Movers threatened to leave in the middle of the job because they said they had another appointment, even though they were contractually scheduled for 3 hours - Movers started putting heavy stuff on the baby crib which destroyed the safety of the crib and I had to dispose of it - Movers started loading my ************************* chairs without wrapping it. Had to point it out to wrap it up properly!! They wrapped it but then put heavy stuff against the back of the chair almost damaging the back.- Movers didnt cross strap the container to prevent stuff from falling over - Movers didnt roll up the living room rug. Had to roll it up myself and take it out.- Movers didnt take any of the small stuff, had to do it myself while they just stood outside talking to each other - Movers didnt arrange the stuff properly in the container and just threw it in. Had to come back the next day to arrange it myself.- This is the worst moving experience Ive had and I want the business to apologize and give me a $500 refund.

  

  Business Response

  Date: 09/06/2023

  Our customer ******************** department had reached out to ************ on two occasions, 08/01/2023 and 08/03/2023 and could only leave messages. He never returned our calls.

  My customer service department just reached out to him today and they are dealing with the alleged issues.
  

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20499532
  
  A agent from Pack and Load finally reached out to me but only after my BBB review. Their claim of trying to reach me earlier is a blatant lie. I didnt receive a single phone call from this company, and all emails from me to them still remain unanswered.

  Anyhow, I explained the full situation to the agent, and told her Im asking for half of money spent. She said shell get back to me the same day after confirming from management, but alas, no one reached out. As expected.

  This company just lies again and again, makes false promises and doesnt fulfill anything they say. They should be ashamed of themselves.

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

  

  Business Response

  Date: 09/25/2023

  After reviewing the file for this customer, he did tell his customer service representative on the day of the job that the crew had mentioned they had another job to go to and could stay for just the three-hour minimum.  Upon finding this out, we made sure the movers stayed until his job was completed. ************ mentions in his complaint that he assisted in the move by rolling up a rug and carrying it along with other small items to the container because the crew was outside talking to each other.  Firstly, we were not finished with the move and if the crew was talking to each other, Im confident they were discussing the staging of the container and the move itself.  We certainly would have ****** those items out to the container as we certainly werent finished with the move; however, as has happened many times in the past, ************ may carried items to the container to help shorten the time of the move. Finally, if ************ has any damages, he can file a claim by going to the link on our website.  In closing, we completed the move and only charged ************ for the services rendered...

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20499532
  
  As evident from their responses; this business has made no intent of resolving the issue. Instead of apologizing and acknowledging, they have now started to blame the customer, and make false assumptions. This business is a disgrace to other honest moving companies and I honestly hope it fails due to their own malice and incompetence.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/10/2023

  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 paid $585.00 for a two men crew to unload a container of boxes and furniture in **********, **********. On July 7, 2023, the date of the service, only one man showed up for the unload. My husband ended up unloaded boxes, furniture and helped assemble the bed. Pack & Load Services attempted to call off the one men crew and sent another crew but failed to do so. I contacted *********** for financial compensation. Pack & **** said that we paid for a flat fee, it does not matter whether one person show up or 2 people show up. This piece of information was not communicated to us when we booked the service, *********** refuse to compensate us. *********** moving coordinator failed to manage and communicate with the movers and the end result is we, the customers, did not receive the service that we paid for. The invoice number for the scheduled service is ********.

  

  Business Response

  Date: 08/22/2023

  As Ms. ******* mentioned in her complaint, she had booked the unloading of her container on a flat-rate basis which is one price until the job is complete (not time limit or guaranteed crew size). That day, one of the movers on that crew had injured himself and could not continue.  Rather than cancel the *******' job, we sent the other mover to unload the container. If Mr. ******* had assisted in any way, that was his choice as we would have NEVER asked a customer to assist.  Our crew member absolutely could have handled this job himself. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20452413
  
  I am rejecting this response because:
  

  The above statement is not accurate regarding the facts of the incident. At approximately 11:15 AM one mover showed up to the residence with a young female believed to be his girlfriend. The young female was very quiet and sat in her car for a majority of the time. The *** contained approximately (30) boxes and a complete bedroom set containing a large wooden dresser, a four shelve wooden bookcase, a wooden day bed frame with three full size draws under the day bed and a mattress. The young man could not lift the furniture by himself and it was too heavy for the young female.
  It should be noted, that it took two young men to remove all the furniture and boxes from our ***************** and store it into the *** for the transport to **********. It should also be noted after we completed the move on the same day, we contacted a customer service representative from your company and was informed that the one single mover who showed up should not have appeared and was actually cancelled.
  I would also like to reinforce that I assisted with the move because your company did NOT provide any other alternatives or solutions at that time regarding the move. Your company mismanaged the moving process while in ********** and now refuses to accept any responsibility for not providing adequate resources. 
  

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

  

  Business Response

  Date: 09/06/2023

  In all due respect, this complaint had been dealt with buy our customer service department and it was determined that no refund was due (he was asking for a 50% refund).  Our mover could have handled the job by himself as he had the proper tools and equipment to complete the job. 

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20452413
  
  I am rejecting this response because:

  Your generic response to my concerns is not accurate or factual. The only tools that were used to assemble the furniture were my tools, the mover at no time produced any tools or equipment. In your response you did not explain how one young man would be able to carry a complete bedroom set up three flights of stairs on the third floor of an apartment building with no elevators. Your customer service representative and the mover himself informed us that two movers were scheduled to complete the move but only one mover showed up. We paid Pack & Load for a complete move and they did not provide the service that they indicated. At this time, they do not want to accept the fact that they did not complete their professional responsibility and their responses are not accurate. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/25/2023

  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.

  Pack & Load Services *** July 12 2023 ************ subcontracts other firms to do their work, and they are substandard. Ours was Small Moves. The 3 movers who showed up did not speak much English and had no experience packing a household. The third pod was delayed, so after 8 hours they just left with 25% of the house still not packed. I had to hire two other companies to finish the job. When I called to complain they told me they must be tired and that is why they left.We clearly marked the boxes and furniture with blue or green tape and the **** were also marked this way to help with loading. When the first POD arrived here today it was a mix of blue and green and from several rooms, instead of the divisions we had set up for each POD. The workers are apparently color blind ************** was just stuffed into wardrobes. Items were either wrapped too much or not at all. They worked for a few minutes in one room and then moved to the next, with no plan or organization at all.I am worried how bad the next two **** will be. We are both upset. Beware of this company, it is a rip off. I want a refund and an apology for the rude and unskilled labor they sent. I have moved 10 times over the years, this was the worst experience ever.*************************

  

  Business Response

  Date: 08/09/2023

  **************** hired us to pack his belongings into boxes and load two portable storage containers.  We arrived at his home at 9:45am, packed the 107 boxes and loaded the two containers that we were hired to load. Everything did not fit into the two containers that he had on site, and he informed us that another one was going to be delivered.  We informed him we could load the third container, however, since it was not on site, we would have to come back the following day.  Furthermore,if he had to order two other companies to finish the job, obviously the job was much larger than what we were originally hired to complete.  We loaded two storage containers and packed 107 boxes which is exactly what we were hired to do and what was exactly on his quote. 

  Finally, **************** was only charged for the goods and services rendered. No refund is due.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20373245
  
  I am rejecting this response because:

  The business response is not satisfactory and misstates a lot of facts.
  First, they did not pack 107 boxes, we already had 35 packed throughout the house. All the workers took armfuls of boxes back to the truck when they walked out on the job. Every room still had items in the drawers and closets, the job was no way completed as they stated.
  One of the two companies I had to hire was to finish packing all the things they left behind in each room. The other was to load the *** that arrived late.
  They never said they would come back the next day, even though they were paid to complete the job, they did not do that. They were the worst packers I have ever seen. Moving all over the house and never completing any room. We are worried about the mess we will find when the 16ft ***, now in storage, is opened.
  I still believe we are due a refund for having to pay someone else $550 to finish the job.
  ****** & ***************************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/22/2023

  I stand corrected on the number of boxes that we had packed.  I reviewed the paperwork from the day of the job and we packed 50 boxes for **************** and completely loaded two portable storage containers.  This job took over 8 hours to complete because of the size of the job.  Generally, it takes 4 to 5 hours to load just ONE container but our crew packed ******************************************************************************** 8 hours. The problem arose when all of his belongings did not fit into the two portable storage containers that HE had rented.  He had a third container on order but it had not arrived by the time (7pm) our team had completed loading the two container originally on the order (see attached quote).  We had offered to come back the next day to load the 3rd container however *************** did not accept our offer.  If we would of returned a second day, **************** would have been charged additional fees for that days services.  As it stands, he was only charged for the goods and services rendered. No refund is due!

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20373245
  
  I am rejecting this response because: This is a two bedroom block home. No basement, no attic. **** **************** was inefficient and unorganized.

  They are being untruthful again. From 107 boxes to 50? They left at 6 not 7.  Did not arrive until after 10 am. We have moved 8 times in 40 years. We know real movers and these guys were not it.

  We will keep this complaint open until reimbursed for the additional labor hired.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/14/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid vendor for the service of packing a 3 bedroom, 1 bath home. The employees arrived with few supplies (boxes only, little to no packing materials) two of the employees were physically unable to perform the job as expected. In 7 hours they packed a total of 49 boxes (7 boxes per hour or **** boxes per hour, per person) and when I called to complain, the company is unresponsive, ignores phone calls, wont return messages. Im looking for a partial refund.

  Customer Answer

  Date: 07/14/2023

   
  Better Business Bureau:
  
  My issue with this company has been resolved to my satisfaction. Thank you.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/12/2023

  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.

  Transaction took place 22 May 2023 between, approximately, 4:00-8:00 pm, mst. Two individuals hired by *********** to load household items into two PODS. The individuals did not bring furniture shrink wrap or packing tape. I immediately called *********** to inform them I had tape on hand as well as a roll and a half of shrink wrap. I was told *********** would reimburse me for the tape ($25.41) and shrink wrap ($29.98). To date I have not been reimbursed.At approximately 6:00 pm, mst, I was told the load crew bumped a reclining chair into a wall. I took pictures of the damaged wall and texted the pictures to *********** ************ *******, ************ I followed up with a phone call, during the phone call I was told *********** received the pictures and were working on my claim for the damaged wall.Two days after the incident I made a follow up phone call about reimbursement for the wall damage ($175 repair cost) and supplies I provided. The *********** stated I had to fill out a paper form, which would be mailed to me. I provided my new address in SC. I have, since that time, made several follow up phone calls and sent two e-mails requesting the claims forms be mailed to me. As of 11 July I have not received the claim form, nor have I received any reimbursement for the damaged wall or supplies I provided to the load team. I would like a refund check for $230.39

  

  Business Response

  Date: 07/24/2023

  I spoke to the billing department regarding ********************** refund request for the supplies the she had purchased.  I was told that she was going to get back to them with the cost of these supplies and had not heard back from her. Now that we know her cost for these supplies, billing is issuing a credit in the amount of $55.39.  As far as her damage claim, on 06/08/2023 we had mailed a claim package to the address that she had supplied and based upon this complaint she never received it. I had someone from our company reach out to her to confirm the address only to have received a voicemail.  Once she returns our call and confirms the address, we will then resend the claims package.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20304923
  
  I am rejecting this response because: I have called/ left voice mails as well as sending multiple e-mails requesting the company mail me the claim form.
  

  The address they have on file is a good/my actual address. I cannot accept response until I receive the claim form &/or I receive reimbursement for items claimed. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/02/2023

  On July 24th, we mailed a claims package to the following address...

  ***************************************

  ***********, **  29927

   

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20304923
  
  I am rejecting this response because: I have been on hold, waiting @ 2 months for the business to mail claim form. I also waited 2 months for the business to respond to reimbursement for moving tape, shrink wrap & moving tape. To date, i have not been reimbursed for moving items I supplied. 
  Also, I havent been given the 30 day (post receiving **** mailed claim fotm) allowance to file a claim form.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/09/2023

  We have yet to receive the completed claims form from ****************** nor do we know if she has received it.  In the event she has not, she can email me ****************************** and I will make an exception and email the form to her.  Additionally, as previously mentioned, we had refunded to her credit card the cost of the supplies.

   

  
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20304923
  
  I am rejecting this response because I have mailed the claim form back to the company last week. I did not take a picture of the claim form before sending.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/25/2023

  I reviewed all emails and the last one received from ****************** was on 06/16/2023.  She gave us an address of  *****************************************************************************  We mailed the claims packet there. Since she has stated that she has not received it, please confirm the address and I personally will send out the packet.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20304923
  
  I am rejecting this response because:

  I mailed the damaged report to the company 2 weeks ago. 
  My address is ***********************************************************************
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/11/2023

  I just checked with the claims department and we did not receive you mailed claims form.  If you download it here, I will retrieve it and forward it immediately for processing.  Thank you.  

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 20304923
  
  I am rejecting this response because: they received my claims packet on 9/6/23 and have yet made a determination.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/28/2023

  I have found her claim package and will make sure a claims determination letter is sent by week's end.  We have also refunded to her credit card the $55.39 that she was requesting for reimbursement of materials she had purchased.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20304923
  
  I am rejecting this response because: standing by for determination letter.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/06/2023

  Attached for BBB records is the determination letter and proof of refund as requested

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20304923
  
  I am rejecting this response because the $55.39 refund was a reimbursement for tape & furniture wrap supplies I provided the loaders since the loaders did not bring any supplies.
  

  I am seeking reimbursement for the wall damaged by the loaders at my house on 22 May: labor and plaster/paint supplies. The cost was listed on the claims form. Photos already provided.

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

  

  Business Response

  Date: 10/18/2023

  ********************** refund of $55.39 was exactly what she indicated was owed to her in the original complaint.  I just checked and our claim determination for damages that was sent on October 2nd did not contain the valuation for the property damages.  This is being sent to her today.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20304923
  
  I am rejecting this response because: you looked at cost for tape & furniture wrap attachments. You did not look at wall damage & cost for drywall repair. After drywall repair I had to send a painter. 
  

  Please send me my claim form and I will let you know what attachments go with each claim.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/24/2023

  I reviewed the claim form ****************** had sent which included her property damages.  Last week, we sent a claims determination letter for these damages.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20304923
  
  I am rejecting this response until I receive reimbursement. I mailed the signed document yesterday & copy of the document is attached.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/06/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was not fully satisfied with my service as I was advised by ***** with Pack and Load services that shrink wrap was included as a complementary product that the loaders would be providing. The crew ran out of shrink wrap halfway through the second Pod and I had to run to the local *** store to get more, which ended up me spending an extra $80 which was not appreciated nor a planned for expense.The loaders also ran out of moving blankets when I was advised by Pack and **** that the amount I purchased (18) would be sufficient for the move.Additionally, the crew did not utilize some of the mattress bags that I had provided them with and handed to them. We bought bags to cover our box springs and they crew forgot to use them, even after clearly instructed to do so. I had to constantly chase down the members of the loading crew to ask them to use shrink wrap to protect our furniture once they had run out of the blankets. I did not appreciate that the loaders seemed to not be loading the pods with the same same care as if this was their own furniture. The crew did not load the pods in the most effective manner, and we ended up having to rent a third Pod in order to fit all of our belongings. This was an extra expense in excess of $700 I'm sorry to say that I would not recommend this company to family or friends due to all of the items stated above. I would have expected at a minimum to at least be refunded for what I spent on the shrink wrap ($80) due to the crew not having enough on hand for the job.

  

  Business Response

  Date: 07/11/2023

  I will be more than glad to reimburse **************** for his expenditure for shrink wrap.  He can email me a copy of his receipt ****************************** and I will credit him the amount that he spent.  As far as moving blankets are concerned, we suggest an amount to purchase based upon the customer's description of their belongings and number of containers, but always suggest that they purchase additional ones (as it is better to have extra blankets than to run out of them).  Finally, our crew loaded ******************** two portable storage containers according to industry standards...**************** just had more belongings that would fit into two 16' containers.  

  Customer Answer

  Date: 07/13/2023

   
  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,
  
  ***********************