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:06/27/2023

  Type:Delivery 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 used this company to pack and load our **** for our move from ******, ** to **********, **. Order #'s ***** and *****, totalling $4,560. They packed and loaded 5/9/23 - 5/10/23. Things were thrown haphazardly in boxes. They literally just dumped drawers of stuff into boxes, no wrapping, no padding. Dishes were taped together and we are still working to remove tape residue from our dishes. Our dining room table and sofa table, items in excess of $4,000 were destroyed because of the way it was dragged across cement and loaded in the **** without padding and standing on their edges even though we supplied multiple blankets. Pictures are attached. Cabinets were loaded on their sides paying no attention to what was in the drawers causing loose items to shift and in some cases requiring furniture disassembly on the ********** end just to be able to get the drawers open again. In some cases items were actually placed into bins that had been sealed by us containing XMAS items. We have moved long distances across the country several times and we have never experienced a worse move. These people were hired off the street and had no clue how to pack or load anything. After attempting a claim, they did offer $50 which was stated as the limit of their contractual liability. The damages to our dining room and sofa tables were due to gross negligence from not hiring experienced packers for long distance shipment. "Standard" liability is not acceptable here.

  

  Business Response

  Date: 07/10/2023

  In all due respect to **************, I take issue to several of the facts that was stated in his complaint and facts that he omitted. 

  Firstly, he is complaining about our crew, stating "These People were hired off of the street and had no clue how to pack or load anything".  This is far from the truth...these movers are a professional crew that has been part of our team since 2019..they weren't just hired off of the street.   Furthermore, this job entailed packing 70 cartons and loading three portable storage containers and which was scheduled to take place over two days.  After the completion of day one, ************** was so impressed with our team that he requested the same group to come back the next day which we were able to provide. Finally, at the end of day two (the completion of the job), during the close out call with our CSR, ************** gave the crew a verbal score of "5" (on a scale of 1-5, with 5 being the best!)   I have  recorded calls to prove these facts.

  Secondly, he is complaining about damages.  ************** filed a damage claim for two items (the pictures he attached in this complaint).  If you notice the damage, it is far from something caused by "Gross Negligence" as he stated in his complaint. We packed over 70 boxes and loaded three 16' portable storage containers and he had this minor damage.  If our crew had "no idea how to pack or load anything", then why is there not significant damages throughout all three portable storage containers? 

  Thirdly, ************** agreed to our damage claim policy and his claim determination was based upon this policy. 

  In closing, it appears that ************** is upset that there were damages during his move and once he received his damage claim determination, he decided to embellish the facts surrounding his move in this complaint to the BBB.  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20238202
  
  I am rejecting this response because:
  

  While they worked to pack, I certainly did not watch and critique packing items as I would have expected them to pack effectively since I hired supposedly packing professionals. Nor would I even know the best way to pack, otherwise I wouldnt have hired pros. It wasnt until we unpacked that we realized the packing deficiencies. Additionally, the main reason for hoping the same crew would come back the second day, is that they had the experience for what needed done. It really had nothing to do with the quality of packing, which, again I knew nothing about until I went to unpack. In reviewing the pictures of the damage, no one can tell me that those were packed properly. Especially since you intended to lay them on their sides, and drag them across the concrete with no padding.

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

• Initial Complaint

  Date:06/27/2023

  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.

  June 2023 Movers from Pack and **** arrived to move a 3 story condo with only 1 roll of shrink wrap. They were often standing around waiting to use the roll, talking on their phones and not understanding the sense of urgency for a live load where the *** driver was waiting the entire time. They charged me for an extra hour even though they used some of the moving time to go to ********* to get food and eat it during the move. They were also 30 minutes late to show up.

  

  Business Response

  Date: 07/10/2023

  Our team began working at 8:20am and that is the time the clock started on her initial three hours.  We had a three-man crew on-site to load a 16' portable storage container from a 3-story condo (which they did in a very efficient 4 hours.)     I have no idea why she is complaint about "only one roll"...my guess is that she may have thought that we wrap everything in shrink wrap as protection...that is not the case at all.  We do supply shrink wrap to cover FABRIC ITEMS ONLY!  One roll is more than sufficient for most one-container loads for these item.  As far as furniture protection, her move-coordinator told her exactly what our movers would be using the shrink wrap for and suggested to ****************** that she supply moving blankets for her wood furniture which she agreed to do.  I assume she did not purchase enough of these blankets as on the day of the job, ****************** had to purchase additional furniture protection from us in the form of paper pads. 

  As far as the extra hour that was charged, even considering the accusation that our team left for 30 minutes, we still did work 30 minutes OVER the original 3-hours.  With that in mind, we bill all jobs on an hourly basis with any portion of an hour being billed as one hour.  This is specifically stated in our terms and conditions and that is why she was charged for the additional hour.  

  In closing, ****************** was not overcharged by any means.

   

   

• Initial Complaint

  Date:06/21/2023

  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.

  I ordered 3 movers to unload 2 ***s for three hours. Only 2 showed up. After MANY phone calls to the company we were told only 2 movers would be doing the job. The two movers took 6 hours instead of 3 as was originally agreed upon. I have been charged an extra $396 for those extra three hours that *** not have been needed if the three man crew had shown up. When speaking with ********* she said her manager/supervisor offered $100 credit (doesnt show on my online account) and when I asked to speak with her supervisor she said no and you can do your own due diligence and find who you wish to speak to. What??? She refused to get me in contact with anyone above her. There was also a problem with the packing of the *** at its origin and 1/3 of the contents spilled down. Pictures taken. No compensation for that poor work. No apologies for the unprofessional work - not returning phone calls, not following through on agreements, and no willingness to support the customer.

  

  Business Response

  Date: 07/07/2023

  ************ did book a three-man crew for the unloading of her two storage containers however we were only able to supply a two-man crew as one of the movers had called in sickUnfortunately, we had no one else available.  ******** did unload her two storage containers into her 3-story home efficiently and she was only charged the two-man rate.  The number of man-hours would not change whether it was a two-man or a three-man crew although she believes she was overcharged.  ********* did offer a $100 credit as a courtesy; however, ************ did a credit card chargeback so the credit was never processed.  Finally, *********,our **************** Manager communicated on many occasions with the customer and I can offer documentation if necessary. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20216023
  
  I am rejecting this response because: the **************** rep DID NOT contact me for resolution. I have always contacted them AND when I asked to speak to her manager she told me no and told me I can do my due diligence and find out who upper management is myself. That is NOT customer service. The response from the local agency has been extremely poor and unprofessional. The time it took to unload our things was doubled because the number of movers was not sufficient for the job. I tipped the two movers $250 EACH because of how hard they worked as a result of the companies poor scheduling of my job. I have disputed the additional $396 billed due to the fact that the supposed $100 was never credited AND due to the poor customer service from the person I spoke to. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/19/2023

  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.

  Where to begin. My wife and I made a terrible mistake by not reading reviews here. I cant understand why this company has such a high rating. The only reason being that they are paying people to pad out 5 star reviews.Dont walk away from this company RUN! They are scammers. The customer service people you speak to, who are based in *******, will be sickly sweet to you but they are sharks. The second you complain youll be shut down and your complaints will be passed on to the **** contractors they employ. Yes, they employ people off the street, no vetting, no idea whether the person handing your things is a thug. Youll be letting into your home the most minimum wage people you can imagine and they have NO TRAINING OR SKILL whatsoever. Your things will, like ours, be tossed onto a box. No wrapping, no finesse, no care. I dread the state of our things, and am convinced that half of it will be broken.So, on the first day we had a crew show up. I am convinced but am unable to prove it but I will refer this to Immigration services, that one of them was illegal. He didnt speak, tried to hide himself and couldnt understand English. As in could not read, write, understand or speak English. This crew missed entire cupboards and drawers, threw glass items into a box with metal items and DIDNT WRAP THE ***** ITEMS AT ALL! To cap this, they decide that theyve done enough work and just walk off the job.We complained, as any normal person would. We had booked a Pod loading team for the following day. This is where the scam comes in. The second team had been informed of our complaints and were PI**ED. That was clear and they took it out on us and our things. The team leader was supposed to be the owner of this packing company. He treated us like something a dog leaves behind. He finally decides that we need a third Pod. We have most of our furniture still to pack. The final team was the one we should have had. They were great. So, DONT USE THIS COMPANY!

  

  Business Response

  Date: 06/30/2023

  I would be more than glad to respond to this complaint, however, I cannot find any record of ** performing a move for a ********************  Is this possibly under someone elses name or possibly did he use a different company.  ************, please provide an invoice number or a quote number so I can confirm you are our customer and subsequently research your complaint.

   

  Thank you

• Initial Complaint

  Date:06/16/2023

  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 received an estimate on pack and loading, 4 days later I cancelled it because my closing date was cancelled. I was never told verbally or in writing that if I cancelled it would be a ****** fee. I cancelled 2 weeks before service date.

  

  Business Response

  Date: 06/27/2023

  In all due respect to ******************, she was made aware of our cancellation policy by her move coordinator at the time she booked her job (see attached sales script) and it was clearly posted on her estimate (see attached estimate).

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20192536
  
  I am rejecting this response because: they need to submit recording, because I never was told about a fee, also I never looked at documents. I kept getting email to sign agreement but I never did, because it went into spam and I did not open anything from my email or text. I never received document and I have a cataract so I would not be able to see anything on my phone. Please send telephone recording to verify it. Again I never heard about it. If they came submit recording with my voice and response then I will be satisfied.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/30/2023

  In all due respect once again to Ms. ********* she booked the job on 04/18/2023 for a job date 05/18/2023.  She cancelled the job on 05/12/2023, literally 6 days before the start of the job.  In her complaint, she stated that she cancelled "4 days later".  This is just not true and I have a phone recording to attest to my facts.  Additionally, as previously, she was made aware of our cancellation policy verbally at the time of booking and later that same day via the invoice that was emailed to her.  I have attached a copy of the email and the date it was sent.  This case should be closed as we certainly have done nothing wrong in charging her a cancellation fee.

• Initial Complaint

  Date:06/09/2023

  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.

  We used Pack and Load to help us load our Pods for a move. The movers dropped an expensive treadmill shattering the base and rendering it compete useless. We have filed a complaint through pack and load and filled out all of the necessary forms they required. We were told they would get back to us in under a month, they still have not and it's been 2 months. I cannot get ahold of their claims department who have been ignoring my calls, voicemail, and emails. This company is a scam and will continue to scam ordinary people.

  

  Business Response

  Date: 06/14/2023

  A determination of claim was mailed to Mr. **** on 06/09/2023.  I assume he has received this letter by the date of this response.  

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20166624
  
  I am rejecting this response because:

  I did not receive the letter you are referencing.  Further, it was not the insurance company who broke my treadmill, it was your company so I hold you responsible. Please provide details on how you will compensate us for the damage caused by your company. 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 07/10/2023

  Since we did not unload his container, his claim was valued at $0.  The reason for this is the fact that we must provide both loading and unloading services...if we do not unload, then we cannot determine how any damages occurred...I am not saying that whoever unloaded his container caused the damage, however, he did agree to our claims policy.  It is unfortunate that this damage occurred, but to be honest, we don't even know if the damages were pre-existing. 

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20166624
  
  I am rejecting this response because:
  There is no discussion on who caused the damage.  The damage was caused while loading, it was even noted by your loading team on our receipt.  You cannot state it was am unloading problem when your team took accountability for the damage.  It was clearly your fault, I demand payment. This has gone on for months, I want action on this.  Your business is clearly at fault and accepted the fault on the receipt. This is why I submitted the claim to you before the pods even arrived at the destination. 
  Sincerely,
  ***************

• Initial Complaint

  Date:05/30/2023

  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.

  Hired Pack and Load Services to move from ********* to **************. Was long move, wanted what I thought were professionals. Quoted me $1700+ inc 3 men, blankets, shrink wrap, and bed bags for king and queen **** Showed up, 1 *** said recovering from car accident could not lift things. Had no bad bags, said they were not in the order but I was charged for them. Shrunk wrap beds except brand new king size mattress which they stuffed in truck; was covered with dirt and little shreds of paper. I have many boxes marked fragile. Expensive art. Told them store those boxes inside empty cabinets for extra protection. They did not. Multiple items were damaged. Used small fragile boxes to prop up heavy furniture items. Art boxes had arrows saying this side up, carried them all tilted/crooked, loaded some on an angle. Tore my equipale chair in three places. Have a 3' clay ***** *******; unloaders showed me it was crammed into spot where didn't fit and was completely destroyed. I warned disabled guy not to get tape on any handmade hand finished furniture because it would strip finish. Didn't listen got tape on three pieces of expensive furniture 2 more than $2500. Marred finish. When loading, got grease stains on carpet, I paid to clean. Crashed into drapery tiebacks, broked them, drywall damage. I paid to repair. Bought them lunch, used eating time to run up bill! No apology, horrid hassle to file claim, now say will pay $250 *** or 25/item IF claim approved. I never signed this. Who would take care if would be no liability for damage? A person can say anything they want, doesn't make it legal. Unconscionable. Taken hours to document/upload. They have all photos, bills. Made difficult move a nightmare. Am heartbroken to tears re my damaged items. Businesses like this erode public confidence. Their ridiculous self-proclaimed damage limits should be enough to remove their rating, and warn public. Moving stressful enough without people like this. Now I need a lawyer.

  

  Business Response

  Date: 06/14/2023

  In all due respect to ******************, she did sign paperwork agreeing to our claim policy.  This one-page form contains only two short paragraphs, one which covers this policy.

  She did file a formal claim with our company and a claim determination letter was mailed out late last month, outlining our liability based upon the policy.  We have yet to hear back from her on this.
  

  

  Business Response

  Date: 06/26/2023

  In all due respect to ******************, she did sign paperwork agreeing to our claim policy.  This one-page form contains only two short paragraphs, one which covers this policy.

  She did file a formal claim with our company and a claim determination letter was mailed out late last month, outlining our liability based upon the policy.  We have yet to hear back from her on this.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20116124
  
  I am rejecting this response because: First, it contans false statements. They did not mail me a response late last month; they backdated a letter to May 23 and mailed it out June 14. I just received it and it kept a copy of the letter and the postmark. I believe it is backdated in a deceitful attemp to claim the time limits have passed. Second I do not see any attached document which I have purportedly signed, as claimed by the opposite party. A party can make unilateral declarations, but that doesn't mean to court with uphold them or they are valid. Third I referred this to my credit card company for a number of reasons, one of which included that there are false charges which were never refunded for things that were not provided. They indicated they would refund them and admitted they were not provided but never refunded them according to the credit card company. The credit card company told me to just let them handle it from here on out. Further, I don't believe anyone can excuse themselves from gross negligence as was the standard in this case. Finally, the offer is grossly insufficient, omits various categories of damage, it is not based on any actual costs but on made up numbers. I will forward this to my credit card company. I would've preferred the BBB handle it but when I filed the complaint online I was told I would receive a response in a few days and I never did so I assumed incorrectly you were not going to do anything. I do appreciate your assistance.
  
  Sincerely,
  
  ************************************

  

  Business Response

  Date: 06/27/2023

  We originally sent out a claims package to ****************** on the May 23rd.  She stated in her original complaint that she has not received it so we mailed a copy of the original to her.  Her libelous comment (deceitful attempt) has no merit. As far as her complaint with her credit card company, she charged back her entire move and the money has already left my account. We As far as damages,she has yet to return a completed claim form for which we will make a claim determination. I just looked at the pictures she sent and she has a stained carpet and carpet pad.  I cannot believe she is claiming Gross Negligence for a wall to wall carpet that has a stain on it!  Maybe she will file a claim stating how she proposed it happened.there also was picture of something that came out of the wall and Im not sure what it is. 
  I encourage her to file a formal claim but make no assurances to what our liability is.
  
  

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20116124
  
  I am rejecting this response because:  It is inaccurate.  First, it says they have not received a formal complaint and that they mailed me a 'package' and I said I didn't get it.  When I first called, I was told by ********* they could not email me the complaint form because it was a 'legal document.'  However, it is a mere form, not a legal document.  One person said they would mail it.  It was never received.  When I called back, I was told by a different person (*******) that she had mailed it twice.  That was not possible because I had only asked once.  She said she had my photos.  I said that was not possible because I had not emailed them yet.  She then mailed the form and I received it.  I then prepared a formal complaint, using the form they provided and included pictures of everything.  It was sent May 12 with multiple attachments including lengthy documentation of what the damage was.  I am attaching a copy of the complaint form and my accompanying letter.  I am not attaching all the photos because the file size would be enormous but they are available.   Clearly, they HAVE received my formal complaint contrary to what the June 28th response states.  Second, they state I have never told them how the wall or carpet was damaged.  This is another inaccurate statement.  I clearly explained to them how the grease got on my carpets (their shoes) and what was broken on the wall and how.  They banged into the wall and hit the drapery tie backs which ripped them from the wall.  I also gave them a copy of the bill from the property manager charging me for the damage.  Third, they stated a letter was sent to me in May and I never responded.  However, as you can see, they sent me a letter dated May 20, 2023, AFTER receiving my complete package from May 12.  I have attached a copy.  The letter states the offer is good for 30 days.  However, they did not mail it to me until June 14, 2023, just five days before the expiration of the thirty-day period.  I have attached a copy of the envelope.  In short, this is another inaccurate statement.  Last, they state they have not received a formal complaint which they clearly have.  Nothing gets resolved by simply trading 'barbs'.  They characterize my statement as libel, yet continue to make inaccurate statements to you about me as well as their actions.  My credit card is also conducting an investigation and have temporarily reversed the charges.  However, that is subject to the merchant's response and the results of the investigation.  I am sending them copies of everything.  They advised me that Pack and Load never refunded the bed bags they charged me for which were NEVER provided.  Even after I called and they stated they would remove the charges, they never did.   I had to involve my credit card company because I cannot seem to resolve anything with the merchant as they take no responsibility, are not apologetic and seem to just want to blame me somehow.
  
  Sincerely,
  
  ************************************

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20116124
  
  I am rejecting this response because:

  
  I am rejecting this response because:  It is inaccurate.  First, it says they have not received a formal complaint and that they mailed me a 'package' and I said I didn't get it.  When I first called, I was told by ********* they could not email me the complaint form because it was a 'legal document.'  However, it is a mere form, not a legal document.  One person said they would mail it.  It was never received.  When I called back, I was told by a different person (*******) that she had mailed it twice.  That was not possible because I had only asked once.  She said she had my photos.  I said that was not possible because I had not emailed them yet.  She then mailed the form and I received it.  I then prepared a formal complaint, using the form they provided and included pictures of everything.  It was sent May 12 with multiple attachments including lengthy documentation of what the damage was.  I am attaching a copy of the complaint form and my accompanying letter.  I am not attaching all the photos because the file size would be enormous but they are available.   Clearly, they HAVE received my formal complaint contrary to what the June 28th response states.  Second, they state I have never told them how the wall or carpet was damaged.  This is another inaccurate statement.  I clearly explained to them how the grease got on my carpets (their shoes) and what was broken on the wall and how.  They banged into the wall and hit the drapery tie backs which ripped them from the wall.  I also gave them a copy of the bill from the property manager charging me for the damage.  Third, they stated a letter was sent to me in May and I never responded.  However, as you can see, they sent me a letter dated May 20, 2023, AFTER receiving my complete package from May 12.  I have attached a copy.  The letter states the offer is good for 30 days.  However, they did not mail it to me until June 14, 2023, just five days before the expiration of the thirty-day period.  I have attached a copy of the envelope.  In short, this is another inaccurate statement.  Last, they state they have not received a formal complaint which they clearly have.  Nothing gets resolved by simply trading 'barbs'.  They characterize my statement as libel, yet continue to make inaccurate statements to you about me as well as their actions.  My credit card is also conducting an investigation and have temporarily reversed the charges.  However, that is subject to the merchant's response and the results of the investigation.  I am sending them copies of everything.  They advised me that Pack and Load never refunded the bed bags they charged me for which were NEVER provided.  Even after I called and they stated they would remove the charges, they never did.   I had to involve my credit card company because I cannot seem to resolve anything with the merchant as they take no responsibility, are not apologetic and seem to just want to blame me somehow.
  
  Sincerely,
  
  ************************************
  
  Sincerely,
  
  ************************************

  

  Business Response

  Date: 07/11/2023

  Although it is past the submission date, we will honor our claim settlement offer until the 15th of July.  She can return the Release of Claims form to me via email ****************************** and I personally will process the payment once this form is received.  

• Initial Complaint

  Date:05/08/2023

  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 called pack and load for information about their services. *******, who I talked with in the sales office, advised me to give him my credit card to just hold the date and that I could cancel at anytime. Not once did he tell me there was a 99.00 cancellation fee. He also told me they could and would load my motorcycle on the pod even though I later found out was against pods rules. I decided to go with a different company and then was charged the 99.00 cancellation fee. When I called the company I was told that that was their policy and it’s all over their website. I guess it’s my fault for believing ******* when I was told I could cancel and that they would load the motorcycle. As far as I’m concerned it’s a very shady company without morals or customer care. They tell you anything just to get your credit card number. And to top it off, even though I cancelled, they charged my credit card 839.00 for the move. They did refund the charge, but it seems no one knows what the other divisions of the company are doing and saying as what’s more, they don’t care!
  

  

  Business Response

  Date: 05/18/2023

  In all due respect to Ms. *********, I need to clarify the
  inaccuracies in this complaint.  When Ms.
  ********* booked her job, *******, our move coordinator, did inform her of our
  cancellation policy.  Additionally, on the
  quote that was emailed to her, the $99 cancellation fee is clearly listed at
  the bottom of the page (see attached).  She
  canceled her job a few weeks after booking, hence the $99.00 fee.

  
  As far as the motorcycle, we did tell her we could load it
  for her.  It is her responsibility to determine
  if PODS would allow the motorcycle in the storage container, not ours.  We are just a labor company and have no say
  as to what can be transported and what cannot be transported within the
  container.  If the PODS company would
  have allowed the motorcycle to ship, we could have loaded it.
  

  Finally, her claim of charging her credit card $839.00 is an
  outright untruth.  We never charged her
  card for $839.00…the only charge was in the amount of $99.00, which was the
  cancellation fee.

• Initial Complaint

  Date:03/24/2023

  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 service: March 1, 2023. We used 'Pack and Load Services' (P&L) as they were recommended by PODS to properly move and load our items so as not to be damaged during transit. On the date of the move, with a moving window of **** the 'P&L' movers showed up late, arriving at ****. Two movers did finally arrived in a rented 'U-Haul' truck with no equipment. No dollies to move heavy furniture, no blankets, wrap or rope to tie the items into the **** We were told this would be made available for an additional fee. We requested this. The movers sent were not strong enough to carry the furniture. Without the proper equipment, they opted to drag it along the floor, mostly concrete and paved roadway. There is well over $5000.00 dollars of damage. At the end of the move, the movers wanted me to sign a waiver that they didn't damage any items during the move. When I refused to sign an argument ensued. Very uncomfortable. Upon calling P&L Services, they directed me to their website to file a 'statement of claim'. Documentation arrived in the mail notifying us that P&L services is only liable for .60 cents per pound per item damaged with a maximum compensation of $25.00 dollars per item and a maximum of $250.00 per move. How is this legal? I didn't sign or agree to any of this and they caused thousands of dollars worth of damage. Fast forward to the end of the month, credit card bill arrives and P&L services double billed us for extra hours. Upon calling P&L services, they acknowledged the error and said a credit would be issued to my card. No credit was ever received. I had to contact the credit card company to dispute the charge. The dispute is ongoing. This entire experience has been a complete nightmare. We're currently at the phase where we're contemplating litigation to recover some of the loss. Not sure what else to do. Photos available upon request. Not uploaded at this point due to size restrictions.

  

  Business Response

  Date: 04/10/2023

  In regard to **************** refund, we apologize for the oversite and have processed the refund that was previously discussed.  As far as our team showing up without moving blankets,we do not supply these itemsduring the booking of his move, we discussed his pad/blanket options... 1) to have Mr. ****** provide fabric moving blanket (which is always the best option) or 2) to have him they purchase disposable 3-ply paper pads from us.  ************** indicated he would be getting fabric blankets however, when we arrived at his home to perform his mover, no blankets were present.  This put his furniture at a greater at risk of damages.  Although ************** did not provide the pads to protect his furniture, we still honored his claim for damages based upon our policy that ************** had agreed to by his signature on the customer work order. This one-page document specifically addresses in detail our claims policy. 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19847962
  
  I am rejecting this response because it's utter nonsense.  The refund was received by disputing the charge with my credit card company.  *********** arrived with NO moving equipment or supplies whatsoever.  How are you going to move heavy furniture without dollies?  Let alone blankets/pads or rope to tie items down into the POD.  No move was conducted or provided from my home.  No P&L services employee ever stepped foot into my house.  Perhaps they're confusing me with another unsatisfied customer or perhaps its just another fabrication.  I signed nothing adhering to their claims policy and they honored no claim as I have submitted none.  Shame on the Better Business Bureau for keeping this company at an A+ rating.  Read the other reviews.  Check out the overall rating (1 Star) from Yelp and other private review sites.  I wish I would have looked before using this company.  Shame on me I guess.  Buyer beware.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/28/2023

  I do not understand ****************** response. His statement of "No move was conducted or provided from my home".  This totally contradicts his original complaint in which he stated "At the end of the move....".  As previously mentioned, ************** signed out customer work order, thus agreeing to the terms on the simple one-page form which included our claims policy.  Additionally, he did not provide the fabric moving blankets as he indicated he would, thus increasing the opportunity for damages to his belongings. To date, ************** has not completed his "Statement of Claim" that was sent to him.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19847962
  
  I am rejecting this response.
  

  The move was from a STORAGE FACILITY to a POD.  Im not sure where the miscommunication is but at this point how many times can you reiterate the same thing?  My previous statements stand.  Horrible company.  Avoid at all costs. 

• Initial Complaint

  Date:03/02/2023

  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.

  Was quoted $835, paid $835, received an invoice for $0. My cc was charged another $700, without authorization, a call or an invoice. My bank was called and a claim was made for fraudulent charges. Items in my POD were broken by the movers, but the company will not turn over pictures (the movers took), that proves if the furniture was broken in transit or by the movers. PODS will most likely ask for the pics when investigating this claim.

  

  Business Response

  Date: 03/10/2023

  **************** is correct in stating that she was quoted $835.  She failed to mention that she had booked a shuttle move on an hourly basis and her original quote was for the 3 hour minimum. Any additional hours over the original 3 would be billed at $149.00 each.  Her job had taken 6 hours, so she was charged an additional $447.00 (3 hours x $149.00 each), not $700.00 as she has overstated in her complaint.  Please review the attached estimate and invoice.  In regards to her alleged damages, she certainly can take pictures of the damaged items to remit back to PODS.

   

   

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19524677
  
  I am rejecting this response because:

  My credit card was charge four times, I am disputing the last two charges:

  2/24 - $564 - I gave approval to charge

  2/27 - $271 - I gave approval to charge

  2/27 - $298 - never received invoice or receipt

  3/1 - $149 - never received invoice or receipt
  

  I did not receive an email stating the extra charges. My card was charged without approval. 
  

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