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:01/19/2023

  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.

  Date: January ***** 2023 Money Involved: ****** PODS sent out a list of 3 recommended loaders. **** told me that it would take 3.5 to 5 hours. I selected ************ got a quote and selected the option of a higher fee to load no matter how long they had to stay.. I received a notice that *********** would arrive between 8:30-10:30 1/16/23. I am 72 year woman, and I got up at 3:30 am, the final marking of the boxes 10 am arrived I call ************ ************, and was told they were on their way, at 11 a gentleman called me who would lead loading, and said they were just leaving a job would be at 103 noon. Noon arrived no loaders, called ************, 12:15 no loaders called *********** ************, then called the gentleman who called me at 11. He told me that he would not be the lead, that he was in ***********, ** and had been/would be all day. Called *********** ************ said 12:30; no loaders, called *********** was told they had had car trouble, and were they were 15 miles out 12:45; no loaders called ************ loaders would be there at 1:00 same, etc I called 8 times on that day. Finally a call from a customer service manager, who told that they were working on get some loaders (I found out later that out sourced to Fast Track) they would be there at 2:00 pm. Of course, they were not there, called called ************ loaders had stopped to pick up someone, would be there at 2:30. called *********** called an ask were they there, they had said they had arrived, they pulled up as I was saying no they were not there. They came in, I pointed out the boxes marked fragile, fragile, pointed with a large note saying this is the last box in. Piling boxes without regard to marking, body shoving boxes, could not follow all their movements. They in 2 hours. The last box out was marked this side up and one said turn it on side, I said no. They did not read the sign on last box, they read nothing. Want an adjustment.

  

  Business Response

  Date: 02/02/2023

  
  ************** booked our services for a morning start on 01/16/2023.  These morning starts have an arrival window of 8am to 11am and we do everything in our power to arrive during that window. Occasionally however, circumstances prevent us from fulfilling that desired time period.  In Ms. ****** case, we arrived at 2:30, which was past our targeted arrival time. It is important to note that we do not guarantee the start time but do our best to arrive within the window. 
  Once on site, our three-man crew loaded her container in 2 hours, which was extremely efficient. As far as the loading of Ms. ****** boxes, I am confident that our crew did a sufficient job in packing them into her container.  She is due no adjustment for us being later than expected nor for the way the container was packed.
  One thing to note, in the event ************** finds damages once her container is unloaded, she certainly can file a claim for damages with our company.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18837679
  
  I am rejecting this response because they lied and deceived on multiple phone calls that day about "they were on their way", "they were 30 miles out", "car trouble", "having to pick up someone" and the excuses went on.  If they have told me from the get go that they were overbooked and had to finally send another company. it would be a different matter.  My items were piled, stacked, shove in and labeling was ignored.  I had one long horizontal box that was marked this side up only, and I walked out to the pod and the pod packer was saying we are going to pack this upright, and when I said no.  He glared and muttered.   They reason that they finished in 2 hours was the rough and thoughtless handling of my property.   I am now trying to find someone to unload my pod this week.  I am 72 years old and I have never had a more deceptive dealings with a business than this company!
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:01/18/2023

  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 our **** as part of our relocation. We received estimates and then invoices as the work was accomplished. During the loading of the storage units, I noticed that while Pack and Load Services had charged us a total of $995.61 (w/o tax) for 21 mirror/picture cartons, their contractors actually doing the work had NONE. Upon contacting the company, I was told that when the **** were delivered to our new house (2 months later) those unpackers would do a reverse inventory and adjustments would be made in our payment. After the initial contact it become increasingly difficult to get through to speak to anyone in *******. Calls were not answered, messages went unresponded to, emails were unanswered. Eventually I was told - on a rare occasion that a phone was answered - that my claim had been presented to senior staff. Today, after waiting 4 weeks for a response, I was put through to a senior staffer who informed me that **** not contacted Pack and Load Services at the time of the problem (untrue), that there was no record of me contacting Pack and Load Services (also untrue) and that it was my responsibility to make sure that their employees had followed up on submitting their reverse inventory. And, after some back and forth about that, I was hung up on. These guys have a slimy and untouchable scheme going here. Just to be sure, my complaint is not with the young contractors who were on the job and did the work (I was not allowed to have their contact information per Pack and Load Services) - it is solely with Pack and Load Services who sold me materials that they did not deliver. I doubt Im the first theyve done this to.

  

  Business Response

  Date: 01/31/2023

  ****************** container load and the packing of his belongings transpired over three days in Julyon day one we packed 38 small cartons, 25 medium cartons, 32 large cartons, 6 dish-pack cartons. 2 wardrobe cartons and 16 mirror cartons. The customer work order signed by ****************** on the day of the job indicates these numbers as wellMr. ******* even initialed next to each box amount, indicating he was in receipt of these items.  Day two we loaded two portable storage containers.  On day three, we loaded one portable storage container and packed 5 small cartons and 5 mirror cartons.  Once again, ****************** signed the customer work order and even initialed next to each box amount, indicating he was in receipt of these items.
  

  On his unload date over three months later, we spoke to him before the job began, during the performance of our services, and after the completion of the job.  At no time did he mention that he wanted us to do a reverse count on his boxes.  If this mirror carton issue was important to him, he should have mention to our customer service rep at some point that day that he wanted the boxes counted.
  

  Finally, we recently we offered ****************** a refund of almost $500, not because we did anything wrong, rather, we did it in the name of customer good will.  He declined our offer. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18827814
  
  I am rejecting this response because:
  I called Pack and Load Services on July 8, as my phone records and notes indicate. I called because 0 mirror/picture cartons were included or used, although they were billed to me. I was told by a P & L Services customer support person that the missing boxes were noted and would be dealt with on the unload and to sign off on the forms and complete the load and the issue of missing cartons would be addressed in the unload. It is untrue that 21 picture/mirror cartons were used. It is untrue that I did not raise the concern at the time. I was not given any form to complete the reverse inventory (their words). Nor was I told how to submit this reverse inventory. I WAS told to inform the crew that came to unload to perform the reverse inventory - which I did, and the reason why we needed it. The unload crew confirmed verbally with me that there were 0 mirror/picture cartons in any of our PODS. I considered the matter done. Over the course of 3-4 months, Pack and Load Services continued to string me along informing me that the matter was in process. At one point I was told not to bother filling out their online claim form, because they had knowledge of the situation and were working on it. Then, another time, I was told to fill out the online form regardless - which I did.
  

  The assertion that I signed off on the form and therefore acknowledged that the cartons were used is disingenuous, at best. I followed Pack and Load Services direction on this matter from July 8 until I was told that I would not be receiving any refund - which, changed to half of our refund after I informed them I had contacted VISAs fraud department. 
  

  I rejected their offer of half of what they owed me because Pack and Load Services did not deliver even half of what I was billed for. They have a very slick system for fleecing folks in their business process. Im not going to participate in it by allowing them to keep half the money they owe me.

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

  

  Business Response

  Date: 02/10/2023

  We offered ****************** a 50% discount on the boxes in question and he accepted.  The check was mailed yesterday.

• Initial Complaint

  Date:01/17/2023

  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.

  I hired **** and **** on recommendation from PODs. In June 2022, I had them move my bedroom furniture into a POD. I told P&L that the furniture was genuine mid century modern and had to be careful disassembled and packed. In late August I contacted them and told them to send the same people who disassembled the furniture to assemble it. They did not and the person they sent did not have a clue what the bed looked like. I showed them what it looked like and they could not figure out how to assemble it properly and they moved the hardware and had to drill holes and in doing so drilled thru the veneer. That night the bed fell apart. I called P&L and they said they had insurance and to file a claim. I should have contested the credit card charge but I did not think of it at the time. I hired a company recommended by the company we bought the bed from in the 1970's and they charged me $575 to disassemble and reassemble the bed properly and repair the damage to the veneer. Pack and Load offered me $25. That amount is not acceptable. I have attached a photo of the bed before loading, after reassembly by **** and Load and after repair plus the repair bill

  

  Business Response

  Date: 01/27/2023

  In a perfect world, all moves would be without incident; nonetheless,things can happen during the course of a move. This is precisely why there we have a damage claim policy in affect and *************** had agreed to that policy.  His damage claim settlement was derived directly from this policy.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18820463
  
  I am rejecting this response because:I never agreed or signed to any policy limiting pack and load liability and I was told twice after the damage that they had insurance and just file a claim  I would have disputed the credit card charge if I knew this was a disreputable company  Apparently other customers have had the same issues based on yelp reviews  

   

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

  

  Business Response

  Date: 02/10/2023

  **************** did in fact sign our work order which clearly states our claims policyplease see attached. Regarding his statement alleging that we told him we had insurance, he once again is not being forthright.  We do not offer insurance nor do we ever tell someone that we do, however, we do have a claims department that processed damage claim.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18820463
  
  I am rejecting this response because: ************ is disreputable. If they listen to my conversations with. their  representative after they damaged my furniture, you will see they said they had insurance and just file a claim. ************ admitted that they do sometimes damage furniture but they limit their liability in the small print. I cannot waste any more time with the BBB. The BBB should be sure that my complaint is in the Pack and Load record at the BBB. They should not have a five star rating. They are bad news. I will do everything I can to let other potential customers know they should find a different company to move their furniture.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/04/2023

  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 ************************************* $689+$138 extra hour to load a 16'pod in **.Paps $629 + $138*2 in ** to unload the same 16' pod. ************ sent a sick mover on the ** load, with movers that refused to use all rachet straps to secure. All small items were at the door making it take longer to move ************ sent an injured mover to unload this pod. It took over 5 hours to unload this unit. I was told I'd be able to talk to a customer service manage before being charged. This mover literally moved boxes one by one instead of using the dollies present. This is blatant fraud when I was told I'd receive expert movers. Instead I received sick& injured movers. I could have gone to ********** and received better quality workers for halt the price.

  

  Business Response

  Date: 01/09/2023

  In all due respect to ************, she seemed to exclude the most important fact about the unloading of her container.  He new residence was located on the 4th floor in a downtown building and we had to use an elevator to get her belongings to her apartment. Obviously, this move would taken considerably longer to complete.  Please take a look on ****** maps of both locations...It will tell the story.  A move of this type in 4.5 hours is very efficient!  No refund is due to ************.

• Initial Complaint

  Date:12/29/2022

  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 booked two moves with Pack and Load Services on Saturday, November 19th. The first move was to load two PODS at our home in *********, ******** on Friday, December 2nd. We were quoted $1186.40 for this move. The second move was to unload two PODS at our new home in *******, *****. We were quoted $1285 for this move. We had communication with Pack and Load Services leading up to the load on December 2nd. We attempted to verify the amount of movers that would be arriving to load our two PODS in *********, and were told that it would be at least three movers. On December 2, 2022, only two movers arrived at our home to load the two PODS. The local company that was contracted by Pack and Load showed us the paperwork when they arrived at our home, and they were only informed that we had one POD to load, therefore, they did not have the adequate staff available for the job. We immediately made a complaint to Pack and Load Services that day to our representative, ********, who stayed in touch with us during the move. All she did was apologize, not offer any additional assistance or financial discount. The next day, on December 3rd, we called Pack and Load and made an additional complaint. There is still no resolution. Due to Pack and ****'s error on the paperwork for our move in *********, ********, we had to complete a significant amount of the work to load our PODS. We have been charged over $2000 for this move, but completed close to half the job.We have been working with representative, *********, ****************** at Pack and Load Services. She promised us $300 off our move in *****, however, this deduction has not been made as of the time of this compliant. She was also supposed to talk to her manager about an additional discount, but her customer service is poor and she is not been in further communication with us. I am disappointed in this company and the entire experience. We were charged unfairly with the amount of work we completed on our move.

  

  Business Response

  Date: 01/11/2023

  I have thoroughly reviewed both the load and the unload.  I will address each move separately
  
  
  CONTAINER LOADING: The Colvers booked the loading of  two containers on a Flat Rate Basis (see attached quote). Our Flat-Rate jobs are based on one price to complete the loading of the container with no regard for how long it takes. We ensure a minimum of 2 movers for these Flat-Rate jobs.   The Colvers later requested a 3rd man and we informed them it would be an additional $199; they agreed to the extra charge. On the day of the job, our  two-man team (one called  off sick) arrived at the Colvers home @ 9:00am and we found that the Colvers two containers were located over 75 from their residence, triggering a long carry charge of $85 for each container. We began the move and at the 4th hours our 3rd man came to the job, and it took 1 more hour that it took to complete the move. With that in mind, the whole load only took 5 hours!  Our crew worked very efficiently, as a typical container will take 3 to 5 hours to load. Their final invoice was in the amount of $2,255.40, an increase of $369 over the original quote represented by the extra man charge of $199.00 and the two long carries at $85 each. Once the Colvers received the final invoice, they called customer service to complain about the charge of $199 for the extra man. We then discounted the unloading of their container by $300, which was more than the $199 extra man charge that was applied to the load job. 
  
  CONTAINER UNLOADINGThe Colvers estimate for the unloading of their containers was $1285.  Our two-man team completed this unloading in 4 hours, and we discounted this move by $300.00 as promised.
  
  
  In closing, the Colvers were estimated $3171.40 for their entire move and they were actually charged $3240.40, a difference of $70 and there were two extra Long-Carry Charges of $85 each.  In all due respect, we worked efficiently and the cost of their whole move was well within the quoted amount.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Hired Pack and Load o 4/26/22 to load my furniture and boxes into a Pd. I purchased moving straps and moving blankets for this move. I have the charges on my credit card and the straps and blankets in my garage. My Furniture was damaged, due to the movers not using the blanket. I purchased Television boxes for the television sets, and they still lost the screws to the television set. The table was scratched, the sofa was wobbly, the bracket to the mirror was missing, the k*** to the dryer was broken, television stand broken. I was provided with a list of items that they do not cover after my furniture was delivered in November/2022. I would have appreciated receiving this list before I hired them. I would have looked for another moving company. I have contacted Pack and Load several times with no resolve. I sent them the quotes on all of the items damaged or need replaced. Their only response was "We assume no liability fo items damaged, due to the fact that furniture protection pads or blankets were not provided to protect your belongings." This was not true. Clearly this was not a reputable company, otherwise I would not have to contact the BBB. I would like my items repaired or replaced for all damages.

  

  Business Response

  Date: 12/29/2022

  In response to ****************** complaint, if she had supplied pads we certainly would have used them...there is no reason for us not to!  She was on site during the course of the move and if she saw that the two movers were not using the pads that she was suppling i am confident that she would point this out.  In any event, we will change our claim determination and honor her claim based upon the agreed-upon claims policy.  She will receive a letter based upon our findings within the next week or so.

  
  
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18633083
  
  I am rejecting this response because:

  I would like for Pack and Load Services to clarify the letter dated 12/29/2022 and I received on 01/12/2023:

  
  

  1. I,*********************** , for and in consideration of payment to   me of $111.10. (Is this In payment for damages, or just consideration?)

  
  

  2. How will this payment be dispersed?

  
  

  3. When will this payment be made?

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

  

  Business Response

  Date: 01/20/2023

  I am rejecting this response because:
  I would like for Pack and Load Services to clarify the letter dated 12/29/2022 and I received on 01/12/2023:
  
  
  1. I,*********************** , for and in consideration of payment to   me of $111.10. (Is this In payment for damages, or just consideration?) - this is the settlement determination based upon our agreed-upon claims policy
  
  
  2. How will this payment be dispersed? - a check will be mailed to you
  
  
  3. When will this payment be made? - within 5 days or our receipt of the executed Release of Claims
  
  
  Sincerely,

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

  Customer Answer

  Date: 01/22/2023

   
  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. I agree to this settlement in the amount of $111.00, to be received in five business days. I will sign and mail the agreement on 1/23/23. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/14/2022

  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 & Load Services, **** was responsible for packing our household goods in *********, ****** and unpacking same in ********, *******. When the goods arrived, there was substantial damage due to gross negligence of the packers and loaders in ******. Pack and **** has not responded to my attempts to get this claim resolved.

  

  Business Response

  Date: 12/29/2022

  ******************** claim determination letter and claim release was sent to him on 07/22/2022.  The determination of his settlement was based upon our stated claims policy that ******************** had agreed to. He had not returned the claim release as of the date of this response.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18568267
  
  I am rejecting this response because:  The claim review letter dated July 22, 2022 contained several errors of fact so I did not sign the release.  Rather, I sent an email on August 8th, detailing the specific errors in the letter.  A copy of that email is in the possession of the company.  The text of that email is presented below:

  "*********************** <*********************************>
  To: Claims <*****************************>
  Mon, Aug 8,2022 at'11:58 AM
  ******, we have received the claims review letter. There are several errors in the letter
  that need to be addressed:
  r. The marble topped table was packed/loaded by the Pack and Load staff as pictured.
  They did not pack it in a box or crate, nor did they protect it from surrounding items
  when they loaded it.
  2. The mirror frame and picture frame were packed by Pack and load staff in the box as
  pictured. They made no effort to protect the items when they packed it.
  In both of these cases, the gross negligence of the Pack and Load staff are obvious. No
  effort was made to protect any of these items.
  3. There were 2 La-z-boy recliners that were damaged in the move. In both cases, the
  damage was mechanical and repaired by La-z-boy as per my claim statement.
  4. We specifically wanted Pack and Load staff to pack expensive glassware so we could
  be sure it was well protected by professional packers. As stated in the claim, two
  Waterford glasses were broken. How can you justify to yourself that your liability is
  limited to 6o cents per pound when the so-called professionals were not careful in
  packing and thus broke glasses with a replacement cost of $95 each?
  Thank you,
  ***"

  I followed that email up with calls and additional emails to get a response so we could complete the process.  I received no further response from the company. Thus, this claim with the BBB.

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

  

  Business Response

  Date: 01/20/2023

  We regret that Mr. ********* move was without incident, however, as previously stated, his claim determination was based on our agreed upon claims policy. 
  

• Initial Complaint

  Date:12/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pack and load was hired to load my storage POD. Professional Movers were promised. Professional measures where always taken. I've sent a letter to them, I've attached it without acknowledgement of anything except my contact the sales representative that passed it onto management. I've been overbilled per agreement and overcharged for the circumstances. The letter explains what might be somewhat fair for settlement and a dispute for the clear overcharge has been files with the credit card company. Letter is attached

  

  Business Response

  Date: 12/22/2022

  ************** hired us to provide two movers on an hourly basis with a three hour minimum.  We had three movers on the job and only charged her for two movers, essentially reducing the cost of her move by 1/3.  ************** filed a credit card chargeback in the amount of $414.00 which was taken from our merchant account...with that in mind, we feel as if ************** is not due any monies from our company.

• Initial Complaint

  Date:12/06/2022

  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.

  On 3 Nov 2022, I called Pack and Load Services and received 2 quotes (Quote # ****** - $3,103.14. Quote # ****** - $1,598.00. Total amount for the job - $4,701.14). I requested they show up around 8:00 AM because I knew it would take two days to do everything. I was told that would not be a problem and that the team would arrive around that time.On 4 Nov 2022, we accepted the quotes and paid the balance of $4,701.14. I received an email indicating that Pack and Load received our payment and that someone would reach out to me to confirm the details of our move request. I did not receive any type of communications from anyone at Pack and Load.Monday, 7 Nov - No one shows up to pack. I make numerous phone calls to the person who I spoke to about my move and to the main number. I get the standard they are on their way. Team finally shows up at 5:30 PM, tired because they just drove 2 hours to get to my house and they worked all day doing someone else's house. They work until ~10:30 PM and leave. They arrive the next morning ~ 9:00 AM. Because they haven't finished packing, they can't start loading until ~ 2:30 PM. I am approached a few times asking for more money (they went over their allotted dish pack boxes and there is not enough blankets to wrap stuff in. In the end, they didn't load everything into the **** containers. They didn't pack everything and when they were finished, I asked them to bring everything that was going to be left behind down to the garage, which they agreed to but didn't do. I left so late that evening (after 7:15 PM) to begin my drive back to ******* that I had to stop at a hotel at 2:00 AM so I could sleep. I missed a half day of work as well. We had to rent a U-Haul truck, travel back to **** and load everything up just to finish what they didn't do. In total, I am requesting compensation of $4,617.56, of the packing quote ($1,551.67), 5 medium ($90.75), 10 large ($2,530) and 2 wardrobe ($71.80) boxes that were not used.

  

  Business Response

  Date: 12/21/2022

  **************** scheduled a two-day move with us Day 1: packing of boxes and Day 2: loading of his containers. At the time of his booking he may have requested an 8am start time for the packing job and he was told that our morning jobs have a start window of 8am to 11am, however, start times are not confirmed until the day before the job.  Because of the late booking (3 days before scheduling), Mr. ******* job was scheduled for an afternoon start (the job would commence following the completion of the teams morning scheduled job).  He was informed of this.  We did arrive at 5:30 and worked until 10:30 strictly packing his boxes. He is correct stating that we didnt finish packing all his boxes that evening but we had to add over 50% more boxes.  We assured him that we would compete the packing the following morning prior to loading his containers that same day.
  Our 4-man team arrived at 9am the following day and completed packing Mr. ******* boxes at 11am. They then proceeded to load his two 16 portable storage containers which was completed at 7pm. These two containers were fully packed from front to back and bottom to top. Unfortunately, all of Mr. ******* belongings would not fit into the two containers that HE had rented.  This is evidenced by the fact he had to rent a U-Haul truck to move his items that did not fit into the two containers that he had rented.

  
  Now on to the financial aspect of this move.  On day one, Mr. ******* estimate included 106 boxes.  The packing job is billed based upon boxes usedeach size box is priced to include labor and materials, so time is of no consequence at all.  When we completed the packing, we ended up packing a total of 165 boxes, not the 106 that was on his estimate.  Please note that the estimate originally given was ONLY AN ESTIMATE OF BOXES NEEDED BASED UPON MR.******* DESCRIPTION OF HIS BELONGINGS.  Additionally,the reason the packing carried over to the second day was the fact we had to pack and additional 59 boxes. As previously mentioned, the packing of boxes are done on a per-box-basis, so there is and additional for each additional box used but NO HOURLY LABOR CHARGE ON THE PACKING OF BOXES the amount of time it takes to pack them is of no significance.  As far as the loading of his two portable storage containers, he booked this job on a flat-rate basisone fixed price, not time limit.  The job is completed once the two containers are loaded. 
  

  With all that in mind, **************** was charged only for the materials and services providednot a ***** more!  He is not due any refund from our company.  The reason he had to rent a U-Haul was the fact all of his belongings did not fit into the two portable storage containers that HE had rented.  We were hired to pack his things into boxes and load two storage containerswe did both and charged him accordingly.  

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18526969
  
  I am rejecting this response because:

  As shown on the attached timeline, I was not told at any time this would be an afternoon scheduled job.  I had traveled from ******* the night before because I was told that the crew would be starting at 8:00 AM on 7 Nov after the **** containers were delivered.

  The assertion by this business is completely false.  I did not get 2 full days of packing and loading services.  I again request a refund as stated in my original complaint.  If they refuse, I will have no choice but to pursue additional avenues to get it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/30/2022

  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 original quote for *******. then during the move on 11/5/22 i was billed for another 3 hours without being notified. I received a notification from my bank that an additional 3 hours had been charged to my card. I immediately called pack and load to ask why my charge card had been billed before the job was complete. I was told they were closing at 3pm and would not be open later to bill my card. I asked why cant it be billed the next day instead of billing my card ahead of time not knowing how long it was going to take. I even asked if it were legal and I was told thats the way they do it. my question was, what if they finish early? to which i was told, i would get a refund back on my card. They were finished in 5.5 hours. not 6 hours, as was charged to my card. I called the next day and was to fill out an explanation of what happened which i did. I heard nothing back, so i called and was connected to a ********* who stated she was handling my situation plus sent me an email after our conversation that says if the move was 5.5 hours she would refund my .5 hour that she was waiting for the bill from the moving company before retuning my money. again no response , no refunds. i emailed the billing department on 11/26/22. still no response so i called 11/29/22 placed on hold twice then received an email on 11/29/22 that they only bill by the hour and i would have to pay the full 6 hours. I called and spoke to ********* again on 11/29/22 and she stated that the hirer *** refused to refund the money owed to me for .5 hours because they bill by the hour. At no time did i read in what was sent to me on the quote or said to me by **** the person who wrote up the quote that i would have to pay for hours that were not contracted for.How does a company bill someones charge card without permission and charge for extra time they had no idea how long it would have taken besides, knowingly bill for time they had no intention of paying back.

  

  Business Response

  Date: 12/15/2022

  Our original estimate (see attached) was for a three-hour minimum charge ad a one-time truck fee totaling $1,146.00.  Any additional hours would be billed at the hourly rate of $199.00.  The move was between ********* ** and ******* ** (a 2:45 drive).  We completed the whole move in a little less than 6 hours!  Additionally, ******************** signed the paperwork and initialed next to the hours worked, thus agreeing to pay of the services rendered which was 6 hour of moving.  Nor refund is due!

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

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18479209
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/16/2022

  I disagree with there position because the mover who moved me ******************* moving billed this service for 5.5 hours not 6 hours as has been stated in there rejection letter. please see attached information from ******************* moving that states they billed for 5.5 hours. This is the only thing i signed which was from the movers themselves, i signed my initials for 5.5 hours not 6 hours Furthermore, when contacting pack and load i thought that i was talking and paying for them to move me, not ******************* moving who contacted me himself and explained he would be moving me not pack and load that they are brokers. the only information received from pack and load is what i sent in as attachments, no other correspondence. Nothing stating that pack and load charge for the full hour  and that i would have to pay for that whole hour even if it was less time.

  I was charged for the full amount before the movers were done via debiting my **** card that i used to pay the amount billed to me before the move. at no time was i told my card number was being kept on file and would be used again. the only reason i found out was i have a limit of ****** on my card over that the bank sends me a text that asking if i recognize this charge. I called pack and load immediately after getting the charge and was told then that they keep all credit cards on file and were billing me ahead of time because they were about to close for the day they billed me ahead to which i said, no one told me you were keeping my card number on file and why where they billing me for 3 hours, that they were just getting done  and how was three hours determined anyway to which i was told thats what i was told to bill but could give me the name of who told her to bill my card 3 hours. and it would be less than three hours. I was told that anything under the amount would be credited back to my card. My response is that it was illegal to keep my card on file without asking me and i would talk to **** the person who set up the move and whom i paid. I called him and he said in order to get my refund i would have to fill out a request which i did and told me that they keep the credit information to bill the last charges. 
  I told him that should have been disclosed to me and that if i had known their practice was to keep credit card information and not inform their clients i would not have used them nor would i have user them, if they had disclosed they were brokers and not the moves themselves. I am appalled at pack and load business practices and customer treatment,  
  I have also down the email sent to me stating i would be getting my retun once they received the ******************* billing information which they did it is the same that i received 5.5 hours of moving time not 6 hours. 

  

  Business Response

  Date: 12/29/2022

  ******************** response is incomplete.  Additionally, he has failed to mention that he filed a credit card chargeback on this move.  We stand by our first response and he is not due a refund.  Furthermore, we are owed the money that he charged back to his credit card as he was only charged for the services that we provided.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18479209
  
  I am rejecting this response because: My answer was complete and the fact that my credit card was charged without my permission is in my opinion was theft. I will not back down from that fact. you charged my card without my express ok to do so. Also I thought i was contacting the actual moving company and in fact, your company is a brokers ship which again, was never disclosed to me. I found out when the actual moving company contacted me the night before. I will state again i was never verbally or in writing told that you charged by the hour. if you have that with my signature stating it was ok i would like to see it. plus what about the email from your own person in your business office that stated i would get my refund for the half hour once she received the bill from the moving company which she did because i have a copy of that bill for 5.5 hours not 6 hours. based on that email your own employee doesn't know your policy of billing by the hour only. 

  Now for the credit card company, yes, i contacted them and filed a complaint with them about your practice and asked them to investigate this matter too. They from what i understand, are waiting for a response from you.  I also understand you were paid and depending on your response i will get my money back because of your business practices. If this matter is not settled ok with me, i am retired and have all the time in the world to plead my case to how ever will help me. As stated before i feel as though you stoled my money by debiting my card without my permission. i used my card to pay you one time for the bill received, you did not have my permission to keep my card on file permanently, so i felt the bank needed to know your practices and as such asked me if i wanted to file a complaint which i of course said yes. 
  
  Sincerely,
  
  *************************