Complaints

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

• Initial Complaint

  Date:11/22/2022

  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.

  *********** scammed me. I called Pack and Load on July 1st f there was a way, they could unload a *** the following day. I explained to them I didnt have a time frame and was told by *** rep that the *** delivery may not come until the afternoon. I told *********** I would call and tell them when I found out the time the *** was to be delivered. Early morning of the 2nd, I received a call from a gentleman from *********** informing me they were on the way. I explained to them that I hadnt yet received ***, and was waiting for them to tell me what time the *** was being delivered. The two movers ask if it was alright if they waited at our home, which I let them do. I called ***s and ask for a time for the delivery. They said around noon but actually came after that. Heres where the scamming comes in. I called *********** and asked why they sent the movers without waiting for me to give them a time as was our conversation. The lady on the line said she didnt know anything about that since she wasnt the person I made the original arrangement with. She said their policy was to charge $500 to the customer if the movers had to wait. I told her they should not have sent someone so early after I explained that the *** may not come until the afternoon. Anyway, they did go ahead and charged my credit card $500. I called to complain. I was told all their transaction are recorded and she would check the recording to confirm what I said about the delivery time. I felt that is great because it would prove my point. I didnt hear anything back from *********** for a few days. I called again, and again they would check the recording. Again, not a peep from them. The 2 movers told me they worked for a moving company, independent from ***********, and they would not see a ***** of that $500, which further convinces me its a scam. The movers also said they had another job in the next town over, so they would be in the area anyway. Find a different business to load your ***.

  

  Business Response

  Date: 12/02/2022

  After the review of this case, we will be refunding ************** his $515.00.  There was an error on our part that caused the crew to come out too early in the day.  We sincerely apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Pack & Load services to load 2 pods in July for our move from ***** to *********. Had a great experience with the load so we hired then to unload our pods in ** on October 13, 2022. On that day of the unload 2 gentlemen show up to unload the pods. These gentlemen were 65 and 70 years old and had an issue that we had stairs to climb and a treadmill they had to move. They said they were in aware. Their paperwork clearly stated there were stairs and there was a treadmill and the charges for each were on their paperwork. They then said this is a 3 or 4 man job and they only sent the 2 of us. Once they said that I notified *********** that I was sending those guys away since they were unable to perform the function they were hired for. They were onsite less than 30 minutes. I requested *********** service to get someone out that day to unload the pods as the pods were scheduled to be picked up the next day on the 14th. They were unable to find a service for that day. When I spoke with ******** in customer service she said she would process a full refund. That didnt happened they charge me a $379 same day cancellation fee. I didnt cancel - they couldnt provide the service they were contracted for on the date I needed it so I had to find a local company myself, which I did and got unloaded on 10/13 so the pods could be picked up on 10/14 as scheduled. I want the cancellation fee refunded to me as they couldnt provide the service on the date needed.

  

  Business Response

  Date: 12/02/2022

  After reviewing this case, I will be glad to refund back to ******************** his cancellation fee of $375.00.  He had threatened to chargeback this amount and I just need him to guarantee that this will not occur.  The reason I ask for this assurance is the fact that there is the potential that he could get paid the $375.00 twice if I refund him the funds and he also files a chargeback.

  Once I receive his assurance, I will immediately refund the cancellation fee.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18445130
  
  I am rejecting this response because:

  I was told that I would not get the full refund of $1270 and that they would
  refund $895 and charge me the cancellation fee of $375. They never refunded
  the $895 so I submitted a dispute with the credit card company for the full
  $1270 since they didnt refund the $895 as promised. I will cancel the
  credit card dispute if Pack & Load agrees in writing to refund the complete
  charge in a timely manner.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2022

  I did misspeak on my prior response...we in fact do owe ******************** the $895.00 he had mentioned, not the $375.00 that i had stated on 12/02/2022.  Unfortunately, I cannot refund this until the chargeback is closed.  As it stands, the credit card company is about to deduct $1270.00 from my account (that is the amount that was charged back, not just the $890.00 that is owed to ********************).  Once the chargeback goes away, I personally will refund the $890.00 to him.  If the chargeback continues, I will defend our position since $1290.00 was charged back.

   

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18445130
  
  I am rejecting this response because: I want full refund as promised when they were unable to perform the service the day of the move. I didnt cancel them so there should be no cancellation fee. They could not provide another company to perform the move the day it was scheduled. Another company was needed it since the initial company that come out sent incompetent people to do the move. She initially stated to the BBB that she was willing to refund the $375 after she reviewed my file and now she said no. I will be willing to cancel the charge back once she agrees to the full refund of $1270. Her responses will be forwarded to my credit card company as proof that she was will to refund the $375 then changed her story once she read my response. 

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

• Initial Complaint

  Date:11/08/2022

  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 notified Pack + ********************* on July 29, 2022 (the day of my move) of several issues with their movers. I reported first over the phone + again via email on August 1st, 2022 and have followed up multiple times since:1. P+L agreed to provide packing materials to my move. The movers failed to bring them. As a result several pieces of furniture ($1000's of dollars worth) irreparably damaged and I was still charged $459.14 for packing materials that were not provided. 2. P+L movers did not follow instructions I provided over the phone + in writing for how to park at the loading dock of my building. They wasted 90 min looking for unnecessary street parking and I was charged $199 for this. 3. When I booked the move, P+L estimated that it would take 3 hours of labor and assured me that even if it took a bit longer, they would be done by 5pm (my building only allows moves from 9am-5pm). The movers did not finish until 8pm an I had to pay my building a $300 penalty as a result. I spoke with P+L customer service THAT DAY and they assured me I would not be charged for any additional costs past 5pm (but I WAS charged.) 4. On Oct 9, we spoke on the phone. P+L said they needed to review recordings of the phone calls between me and P+L customer service from July 29 to confirm they could give that refund. I followed up again on Oct 31st- no one has responded. 5. I made multiple, documented efforts to resolve this with P+L but they have made no effort to make things right, despite stating on the phone at least 2x that they would refund me for the issues above. No refund has been made, so I have brought the matter to AMEX for dispute. 6. I am sharing this complaint with the BBB because P+L promotes their BBB A+ rating on their website, and has 5 star reviews on BBB's site. However, if you go to the P+L Yelp review page, you will see the reality of what this company does to its customers. BBB is complicit in this deception if they allow P+L to maintain an A+ rating.

  

  Business Response

  Date: 11/21/2022

  Due to the volume of calls between the company and our office, it has taken more time than expected to review this case.  I will file a complete response to this complaint tomorrow.

  

  Business Response

  Date: 11/23/2022

   

  Please allow this to serve as our answer to Ms. ******* complaint.  I will be responding to each issue as they appear

   

  1. P+L agreed to provide packing materials to my move. The movers failed to bring them. As a result several pieces of furniture ($1000's of dollars worth) irreparably damaged and I was still charged $459.14 for packing materials that were not provided.  We did not charge her for materials not provided.  Additionally, she has not filed a claim for her damages as of the date of this response.

   

  2. P+L movers did not follow instructions I provided over the phone + in writing for how to park at the loading dock of my building. They wasted 90 min looking for unnecessary street parking and I was charged $199 for this.  I reviewed all calls and the only time **************** gave us instructions on parking at the loading dock was after our crew was looking for a parking place.  There was no email prior to the day of the job instructing us where to park. We spent a total 30 minutes between the time we arrived in the area and the time we were parked in the loading dock.  Her claim of 90 minutes is just not accurate.

   

  3. When I booked the move, P+L estimated that it would take 3 hours of labor and assured me that even if it took a bit longer, they would be done by 5pm (my building only allows moves from 9am-5pm). The movers did not finish until 8pm an I had to pay my building a $300 penalty as a result. I spoke with P+L customer service THAT DAY and they assured me I would not be charged for any additional costs past 5pm (but I WAS charged.)  - When we quote a job, we NEVER assure the customer of how long a job would take; rather, we give them the price for the first three hours and the cost of any additional hours.  AT NO TIME DID WE EVER SAY THE *** WOULD BE DONE BY 5PM!

   

  4. On Oct 9, we spoke on the phone. P+L said they needed to review recordings of the phone calls between me and P+L customer service from July 29 to confirm they could give that refund. I followed up again on Oct 31st- no one has responded.  We did speak to **************** regarding a refund, however, we were unable to process any refund as she had already filed a credit card chargeback.

   

  5. I made multiple, documented efforts to resolve this with P+L but they have made no effort to make things right, despite stating on the phone at least 2x that they would refund me for the issues above. No refund has been made, so I have brought the matter to AMEX for dispute.  See #4.

  In closing, there were over 45 calls between **************** in our efforts to work with her. 

   

• Initial Complaint

  Date:11/02/2022

  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 and Load was scheduled to pack 2 ***S at our house in ******** **** on July 25,2022 and did not show up until July 26th. After they didn't show up I called several times, they never called me and they finally said they could have the movers to our house sometime after 8:30pm on the 25th. This was not acceptable to me to begin a 6 hour job at 8:30pm after the same crew had loaded another job earlier in the day and was driving from ********. We were paying for 3 movers per contract and only 2 showed up on the 26th which made it necessary for me and my wife to carry boxes outside to the *** to be loaded because the ***S were being picked up the same day. This was very stressful and I was forced to take the day off work. I was paying for this work to be done and I was doing it myself. *********, the customer service manager with Pack and **** said that if she could confirm that only 2 loaders were at my house she would refund $433. I have been calling her twice a week for at least 3 months and she will not take my call, sends me directly to voicemail. I left a voicemail message every time and no call-back. I did speak with her today and she claims to not be able to confirm there were only 2 movers not 3. I do not believe she has been unsuccessful in trying to confirm the number of movers, these are her employees. Pack and Load has been difficult to deal with throughout the transaction. The packing job was done poorly and most of our fine furniture arrived damaged and un-reparable, I can send photos of this. The work done by Pack and Load was awful and their customer service is worse, I would rate this company a solid F. Hopefully you can help me resolve this issue and recover the $433 promised to me by *********, the customer service manager. I requested to speak with her supervisor and she said she was the supervisor-pitiful company.

  

  Business Response

  Date: 11/15/2022

  To begin, **************************** had booked his move for a ** start.  Our ** scheduled jobs commence once the assigned crew completed their earlier slated job.  We NEVER guarantee what time the ** job will begin, nevertheless we assure the customer that we will complete the job on the scheduled dayour teams do not work 9-5, they work until the job is complete.
  
  In this case, at 3:45pm, we found out that our crews scheduled arrival time for the ************ was to be approximately 7:00. When we communicated this to ****************************, he stated the start time was too late for him and wanted the crew to come back the following morning.  Additionally, he stated he wanted a discount because the job wasnt done on the day he had scheduled it.  We told him we could bring the crew out the following morning but we were not going to discount the job because HE CANCELLED THE *** we were prepared to complete.  He agreed and our crew was scheduled to come out the following morning.  Additionally, we waived the same-day cancellation fee which would have applied to this scenario out of customer goodwill.
  
  The following morning, our 3-man crew arrived at 8:30am and completed loading the Lichtensteins two portable storage containers in 6 hours.  This is a very efficient time to load two containers as they generally average 3 to 5 hour each to load.  The Lichtensteins were only charged for the 6 hours our team spent on the job.
  
  As far as *************************** having to take the day off, that was his decisionhe cancelled the job that we were prepared to do the previous day. 

  Finally, no one in our office every offered to refund $433.00 to **************************** but we did give him a $100 discount on his unload which he gladly accepted.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18341930
  
  I am rejecting this response because:
  We did not agree to an afternoon appointment until Pack and Load did not show up in the morning. We originally agreed to a morning arrival and they said they would call before they come. I called early and they said they could make it in the afternoon so we agreed since we needed the work done. I called all day looking for an arrival time with no response. Eventually I was told they could make it to our home at 8:30pm because they were driving from ******** after doing another job. At this point I said this is not acceptable to begin a 6 hour job at 8:30pm which may end at 2:30am. You can certainly understand this is not acceptable when they said this would happen in the morning. 
  The job was done the next day with only 2 movers not 3 that we paid for. I had to move boxes and furniture from the house to the truck myself because the **** were being picked up the same day. In my many calls and few conversations with the Pack and Load manager she said they would refund $433 because we paid for 3 movers and only 2 showed up. This should be easy for a company to confirm by contacting their crew. We tipped the 2 movers well for their work but there were only 2 not 3. We will not end this complaint until we are compensated for the poor service as much of our fine furniture was damaged based on poor packing. We refuse to pay for service we did not receive and expect compensation. This company should not be allowed to do business this way it is criminal.
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 12/02/2022

  I fully explained our position in our original response.  To be brief, he originally scheduled his move for an afternoon starthis statement that the afternoon wasnt scheduled until Pack and Load did not show up in the morning is just not forthright. Based upon our earlier job, we communicated that our crews scheduled arrival time for the ************ was to be approximately 7:00 and he said that would be Too Latethis is not 8:30pm as he mentioned in his complaint.Additionally, we had a three-man crew on the job, not two as he alluded to. 
  In closing, we did not charge ************************** the mandatory same-day cancellation fee for him cancelling the original job and we gave him a discount of $100 on his unload.  We feel this matter closed.

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18341930
  
  I am rejecting this response because:

  The information in the Pack & Load response is entirely incorrect. They phoned and said the team would not arrive until 8:30pm to begin the job not 7pm. Even if they did arrive at 7pm the packing took 6 hours which means it would be done in the dark and not finished until 1am. This is unacceptable in every way!!! Also there were only 2 movers not 3 which we scheduled and paid for. Pack & Load provided poor customer service, poor packing and loading service (much of our furniture is damaged) and is lying about the number of workers on the job. We will not let this go without an acceptable apology and fee adjustment. They are a member of the Better Business Bureau with a reputation to uphold so this should be handled properly. This is not acceptable business practice and should be investigated properly.
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 12/13/2022

  **************************** booked a after 12pm start...as previously stated, our PM jobs begin after the assigned crew had completed there earlier scheduled job(s). In this case, we telephoned **************************** to inform him that our crew would be at his residence approximately 7pm. Our movers do not work the typical 9-5, rather, they work until the job is done and working once the sun sets is never an issue!  We explained this to **************************** but he insisted that he did not want them to come until the next day.  We were able to adhere to this request and completed the job the following day.  Additionally, he was only charged for services rendered...not a ***** more! 

  One final note, he failed to mention that we unloaded his two containers and gave him a $100 discount on that service which he agreed to yet he has continued to complain about our services!  Finally, I wish that our crew was available earlier on the scheduled day of the move, however, we did do our best to get them to ******************************************** house as early as possible.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18341930
  
  I am rejecting this response because:

  The fact remains that we paid for ******** and only 2 movers showed up to do the job. We are requesting a refund for this and the $100 refund was not for this issue. We will not accept this as a closed and resolved complaint until we receive acceptable compensation for this discrepancy. In my opinion the aggravation and inconvenience we have suffered plus the irreparable damage to ************* based on shoddy loading is worth at least $1000.

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

• Initial Complaint

  Date:10/24/2022

  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.

  Unable to cancel service because of no response. No agreement was signed and no insurance information provided after tepeafky requesting. Voice mail of sales full. Voice mail of customer service not set up. Numerous emails were sent out, no response.Card was charged without authorization. After finally someone answered the phone, I questioned the charge, agreement and insurance I was told they do not provide neither. How do u file a claim if your property is damaged?

  

  Business Response

  Date: 11/08/2022

  On 10/11/2022, *********************** inquired with our company to get a quote on loading a portable storage container.  She booked her job,scheduling it for 10/20/2022 and secured her booking with a credit card.  On 10/18/2022, we called ************************ and confirmed her job scheduled for 10/20/2022.    
  
  On  10/20/2022 (the day of the job), *********************** canceled her move via a call to our office at 8:23am, saying she had double booked services with us and another company.  She states that she emailed out company however that is not the case as the email address she had identified in a complaint to another source was not our email address!
  
  Other than the cancellation call placed by ************************, we did not receive any other telephone calls from her. I assume she may have been calling the wrong number as her statement that our customer service voicemail was not set up and our sales voicemail box was full is just not accurate.  Our customer service voicemail box was established over a decade ago and our phone system will not allow a voicemail box to be full, so I have no idea how she could have had such problems contacting our company.  Furthermore, our phones are manned seven days a week by customer service agents both day and night. 
  

  In closing, *********************** has been refunded the $589.00, the full amount of her payment for her move that was cancelled.  We have even waived the cancellation fee that is traditionally charged on day-of-job cancellations.

• Initial Complaint

  Date:10/10/2022

  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.

  I did not authorize any of these charges verbally or written consent. I was called by the company saying I went over my time limit and when I asked about the hours I paid for I was told oh dont worry about it we will take care of you) and then within 24 hours I receive three different charges. I called the company and asked why I was not asked about charging my card on file they replied that my sales rep did ask me but I told them listen to the call (the record calls without informing you as well) and I never was told anything about extra charges. Also both days of service the movers where late, they didnt finish the packing job, they tried leaving before everything was loaded out of the house, we have them on ring camera throwing our stuff into the trailer, and the crew showed up smelling like weed.The company is now not responding to my emails or phone calls for a resolution so now I am filing through the BBB about the unauthorized charges, the recording of a phone call without notification, showing up on the job under the influence, not finishing the job or being timely to a job.

  

  Business Response

  Date: 10/31/2022

  ************** had booked the packing of his belongings into cartons and the loading of two portable storage containers.  The packing was scheduled for Day 1 and the loading of his container was scheduled for Day 2. On Day 1, he booked the packing of 100 boxes in various sizes and we completed all of the carton packing except for 5 large boxes which were packed the following day.  On Day 2, we packed the aforementioned 5 boxes and loaded his two portable storage containersexactly the services ************** had booked.  This booked job consisted of a three hour minimum rate with an additional fee for each hour that exceed the original three...His job took a total of six hours, so he was charged three additional hourly fees as agreed-upon.  ************** not only agreed verbally to the additional hours worked but also agreed to pay for these extra hours as evidenced by his signature on the one-page customer work order where directly above his signature is the following verbiage:  "I verify the receipt of the above listed services and materialsI agree that my signature below constitutes signature on file and is an agreement to pay the actual charges related to this service,not the estimated or quoted charges. I also agree that a final charge or credit may be applied to my card following the calculation and billing of the actual materials and services rendered."  This written consent is absolute proof of his agreement to pay for the services we provided.  Additionally, ************** failed to mention that he filed a Credit Card Chargeback for fees that were charged for his move!  We do not owe any refund to *************** 
  
  

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18186927
  
  I am rejecting this response because:

  I signed at the end of the move due to the job being done at the end that nothing was damaged from the loaders. And we will be filing a complaint for the amount of damage due to the poor packing. This did not address any of my other concerns about illegally recording phone calls without notification that I am being recorded, the packers AND the movers being late, the loaders smelling of drugs, and we have photo and video prof of the loaders throwing stuff into the truck and the packers not finishing the job. All of my concerns have been ignored so I am rejecting this response due to the poor follow up I asked for when I voiced my concerns directly to the company before I filed this complaint. 

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

  

  Business Response

  Date: 11/08/2022

  Firstly, ************** readily admits that he signed the document that states directly above his signature:  "I verify the receipt of the above listed services and materialsI agree that my signature below constitutes signature on file and is an agreement to pay the actual charges related to this service, not the estimated or quoted charges. I also agree that a final charge or credit may be applied to my card following the calculation and billing of the actual materials and services rendered."  Secondly, if ************** has any damages, we welcome him to file a damage claim with our company (which as of the date of this response he has not).   we do not Illegally record phone calls.  Thirdly, our auto attendant who initially answers the inbound calls states that all calls are recorded.  Lastly, he once again failed to mention that he filed a Credit Card Chargeback for fees that were charged for his move yet he continues to want a refund
  

  In closing, I will restated from our last response that we do not owe ************** any refund.

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18186927
  
  I am rejecting this response because:

  1) I filed the chargeback because your business was not responding to my concerns and issues with the statements I have noted let me say for a third time. Your loaders and packers were late both days, I had to call and complain to get the actual job finished, and your movers showed up high or under the influence to a customers house. None of that is being addressed

  2) The call to set up the move was recorded yes but any call relating to the move or packing itself including my issues that where never addressed UNTIL I filed this complaint where not stated that they are recorded. So therefor making any call where it is not stating that the call is being recorded illegal. 
  

  3) This is the most unprofessional responses I have seen I want to make it clear I tried to reach out a number of times before filing a chargeback or BBB complaint with no response, I have picture evidence and video evidence of the loaders throwing stuff into the truck and starting to pack like garbage when I called them out on not finishing the job. Also emails and phone logs about the number of times I have called in after the move to talk about these issues. So when are my issues going to be addressed and adjusted because they continue to be ignored 

  4) The damages will be filed soon we are still unpacking since the boxes where packed so poorly we want to make sure to document ALL damage caused by the poor packing and loading.

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

• Initial Complaint

  Date:10/04/2022

  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.

  I hired Pack & Load Services to load a 16 POD for my cross country move. The date of hire was for 9/29/22. I received a message to call the office regarding my window for service on 9/27/22. I called and was informed that the crew (2 movers for 3 hours) would arrive between 8 AM & 11 AM on 9/29/22. On that morning at 8:27 AM I received a call from ***** at *********** stating my job was pushed to the afternoon and a crew would arrive after noon. She went on to state that she would make phone calls & get back to me to let me know a more precise time. She did not get back to me and I called back later that afternoon to be told ETA was 3:30. Around 4:00 I called again & was told ETA now 4:30 with 3 movers due to late hour. I was assured I would not be charged. When the crew arrived the ******* stated Im sorry for the late start, we were just informed of this job 1 hour ago. The crew themselves were great. I had an appointment to sign closing documents with my attorney that PM which I missed completely. When I called to ask for compensation for their errors, I was toldhasnt anyone told you not to schedule and appointment with a lawyer on moving day? (**********************). To top it off I was charged another hours labor (I dispute this as the crew arrived at 4:45 and left approximately 7:50) which raised my bill from $639 to $777. When I asked to at least have that removed I was told NO. *************************** up on me as I was understandably frustrated. I am tired of the routine I do not like your tone response & a hang up. This is highly unacceptable and has become a way for an employee to feel justified in ending an unfinished conversation. This company has EXTREMELY poor ************************ service. What I would like is fair compensation for services poorly handled. We as customers should not be expected to render full payment when services are managed so very poorly & incompetently. I have no qualms paying for services properly rendered.

  

  Business Response

  Date: 10/17/2022

  In all due respect to ****************, I completely understand her frustration with our crew not arriving during the planned window of 8am to 11am.  Unfortunately, circumstances prevented us from doing so, however, we did arrive at 4:30pm and completed her move at 8pm,a total of 3.5 hours. I have Ms. ******* initials next to the start/finish times as evidence of the hours that we worked (see attached). She was billed for the original 3 hour minimum  ($639.00) and the additional time we worked was billed at $138.00,our additional hourly charge. These additional hourly charges are billed on an hourly basis regardless of the time spent being a full hour or a partial hour.  Our policy is stated in our terms and conditions on our website (see attached). Furthermore, **************** was only charged for a two-man rate when three men performed her servicesthis resulted in a cost savings to her of over $225.00. 

  As far a ********* hanging up on ****************, I listened to the telephone call and ********* did abruptly end the conversation with *************** as the latter had an aggressive tone with our employee. This is not an excuse to end the phone call with a dissatisfied customer, rather, it ends a customers call who is using being very antagonistic.
  
  In closing, *************** is not due a refund from our company.  We do apologize for our crew arriving late, however, we did perform the services on the day we were hired to come out.  Additionally, she even stated our Crew themselves were Great!  Finally, we did save her over $225.00 by using a three-man crew and only charging her for a two men.

• Initial Complaint

  Date:09/26/2022

  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.

  I hired this company on 7/06/2022 to load my PODS containers. I needed to vacate the house by 7/09/2022 and I had bought tickets to fly that date. I was promised that a crew will come on 7/07/2022. I hired them by the hour, not a flat rate (Estimate #*******). On 7/07, I received a call from the crew at 10am that they are on their way. However, they never showed up. I contacted the company, and by 4pm I was told that they will not show up "due to an emergency." I was promised that another crew will come on 7/08/2022 driving from *******, 3.5 hours from Green *** where I lived.The ******* crew arrived at 10am on 7/08. They started loading the 2 containers I had, but they did not dissemble many of the items, and the spaces in the containers weren't fully utilized. Eventually, they told me they cannot fit my whole house in the two 16 foot containers, and that I need another 8 foot. Even though I was not convinced, but due to the time constraint I agreed to get an 8 foot container which I was able to secure the same day by 4pm. However, the crew told me they cannot load the 3rd container as they need to head back to *******. I was charged $1,386 for 6 hours (Invoice #********).I was left to scramble to finish loading everything. I was eventually able to find a local crew at 7pm who charged me $487.50 to load the 8 foot container. Also, due to the delay, we had to change our flight time which cost us $450. Additionally, the charges we incurred from getting a 3rd container were $2,818.64 total. Had the job not been rushed, and my house items been dissembled properly like we agreed, everything would have fit in the 2 containers as this is all what I needed when I moved to Green ***.I tried to resolve the matter with *********, a supervisor at the company. Over 2 months of at least ****************************************************************************** messages that I left with her colleagues, she was rude, uncooperative, and seemed disinterested in resolving.

  

  Business Response

  Date: 10/10/2022

  It is unfortunate that we were delayed by a day getting to the Arodaki residence but emergency's do happen. We arrived the following day and completely loaded his two portable storage containers in less than 6 hours which is very efficient. Contrary to his statement they did not dissemble many of the items and the spaces in the containers werent fully utilized", we disassemble the items promised: we broke down the beds and took any mirrors off of dressers.  I have no idea what else needed to be taken apart, but we do not disassemble furniture itself.  Furthermore, we fully utilized all of the space in both containers.he just had more belongings than what would fit in the two 16 containers that HE had ordered.  We did nothing wrong in the loading of these portable storage containers.  Additionally,he even stated to our customer service representative during the close out call at the completion of the move that the crew did a Really Good Job, Careful and gave them a score of 5 out of 5, with 5 being the highest score.
  
  Following the move, Mr. ******* was upset that our crew could not stay to load the additional container he had delivered.  Unfortunately, our team just didnt have time to load the 3rd container; however, we did complete the engagement that he had hired us for. 

  
  Mr. ******* wanted us to refund the money he had paid for our loading of his two containers, stating that they did not disassemble his household items once again I will restate that we do not take apart furnitureonly beds and mirrors off dressers.  I have no idea what things he is referring to that were not taken apart, but my only guess would be he wanted us to take apart furniture that originally came in a box (eg: Ikea-type furnishings).

  
  As far as our customer service rep being Rude to Mr.*******, he failed to mention his threats to *** us and his bosting that he had ***d moving companies before for more money than I am asking from you.  Our of courtesy, we did offer him a decent discount on the loading of his containers, but he declined.  We strongly feel we did nothing wrong and he is due no monies from our company. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18127652
  
  I am rejecting this response because:

  While emergencies happen, the "emergency" which led the company's crew to not show up seemed to be a mere "no show". In either way, this resulted in financial losses to us. This could have been overlooked had the company provided what it promised, but it did not. I specifically chose the "per hour" option when I hired the company to load MY HOUSE into the containers. The number of containers is irrelevant to the crew's job, which is loading the house into containers. And they get paid hourly to do just that, with a minimum of 3 hour charge as per the "estimate" (attached) which clearly shows that I hired the company per hour. My whole house needed to be loaded. The crew REFUSED to finish loading the house into the third container that I already had on the premises. They stated that they needed to hit the road to get back to Chicago. So, the job was absolutely unfinished. The company failed to fulfill its obligation. I had to hire a different company to finish the job which Pack & Load Services was hired to do, and this obviously costed me more money (among other losses), as I listed in my main complaint. 

  Of note, it is correct that the two containers were loaded in less than 6 hours. Yet, I was charged a full 6-hour rate (as shown in the invoice attached). When I brought up this issue of why time was added to my charge, I was offered no explanation or remedy.

  As for dissembling, none of the desks were taken apart despite that we clearly requested that on the phone and in person. We were told, "we won't have time to dissemble everything." Obviously, when larger items are placed as is in the containers without dissembling, that will take more space in the containers. This resulted in needing a third container with the excessive cost as a result, which could've been totally avoidable had all the items that needed dissembling were dissembled. Please note, the whole house fit in 16 foot containers when we moved to Green **** and we left stuff back in Green *** when we moved back. So two 16 foot containers should have been sufficient had the job been done properly. 

  As for the customer service. First, I had to make numerous phone calls to even be able to speak with a supervisor (*********). She failed to follow up every time. The claimed "10% discount offer" was something she stated to me 2 months after the incident when I followed up with her, and after I have already unloaded the containers. I received no offer prior to that. I received no written communication. And I had to follow up on the matter. She refused to have me speak with someone else when I requested that. She persistently refused to remedy the situation. She failed to call me back even when her colleagues (******** for example) assured me that they put notes on her disk and her computer screen to call me with my phone number written. This is unprofessional behavior to say the least.

  Furthermore, due to the poor job protecting the items when loaded in the containers, primarily because the job was rushed, we had several items damaged. A box spring was broken. A piece of furniture top was ripped. Table leg was scratched. Just to mention a few examples. I could not attach pictures due to large file size. 

  In summary, Pack & Load Services failed to show up when they were supposed to show up, then failed to fulfill its commitment of loading my house which what they were hired to do, overcharged more time than they actually spent, rushed the job resulting in taking more space and breaking some items, then failed to properly follow up and answer my concerns afterwards persistently and deliberately. For that, I request full refund of the charges, even though my financial losses far exceed the amount they charged me, and not including non-financial losses which are difficult to estimate in this setting, and definitely far exceed the $1,386 I was charged and asking to be refunded.  
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 10/31/2022

  We are in disagreement with Mr. ******** response. We were hired to load TWO PORTABLE STORAGE CONTAINERS on an hourly basis (see attached estimate) and that is precisely what we didwe completely loaded two 16 containers.  At the time he booked his job, he told us he would have two 16 containers on site and He NEVER mentioned that he would have three and we did not discover this fact until we arrived on the job. In may cases we can accommodate doing extra work over and above what was ordered but in this case our team just didnt have time to load the third container. Prior to the day of the job, if Mr.******* had disclosed  that he had an extra container that needed loading we could worked our schedule to include it. 
  
  Regarding disassembling his desks, we NEVER told him that we would as we do not disassemble these items.  
  
  In closing, he mentioned:
  Pack & Load Failed to fulfill its commitment of loading my house which they were hired to do we were hired to load two portable storage containers and that is precisely what we did.
  Pack & Load Overcharged more time than they actually spent we charge the customer for exact amount of time that was spent on the job.not a ***** more.
  Pack & Load Rushed the job resulting in taking more space and breaking some items we loaded his containers efficiently and thoroughly. If he has damaged items, I welcome him to file a damage claim with our company.
  
  Finally, the bottom line here are the facts that:
  -Mr. ******* booked a two-container load with our company and that is precisely the services we performed (see attached estimate and note 16x2two 16 foot containers.)
  -All of his belongings would not have fit into two containersobviously he had concerns about this prior to our arrival as he had three containers delivered to his residence although he had only disclosed to us he was renting two.
  
  He is owed no refund from our company.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18127652
  
  I am rejecting this response because:

  The company's response is categorically false. For example, in the initial response they mentioned that they "completely loaded his two portable storage containers in less than 6 hours", yet they charged me full 6 hours indicating in the second response that "we charge the customer for exact amount of time that was spent on the job.not a ***** more". Obviously contradictory. The estimate they provided me which I attached previously had no indication of the number of containers. Now they are coming up with a different document with additional info written on it (after the fact?). Additionally, I never indicated that I had 3 containers to start with. I got the third container based on the request of the team who came to load the containers. Yet, they refused to load it even though I was able to secure it.

  Arguing every statement in their baseless response is a moot point. This company has failed its customer: they did not show up when they were supposed to show up, did not do the job they were hired to do, and did not appropriately address my concerns afterwards. A company that honors professionalism and its commitment to its customers would have resolved this matter long before this point. 

  I would not hire Pack & Load Services again, nor would recommend it to anyone. And I reserve my right to seek full remedies for all damages.

  Sincerely,
  
  **** Arodaki

• Initial Complaint

  Date:09/26/2022

  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.

  On May 4, 2022 two team members from *************** came to my home in ****** to pack and load a *** that I ordered. Below are the details of my claim. When the *** was packed, I expressed my concern to the company via the phone that I did not believe the pod was well packed and that I was not convinced that the items would arrive intact. I was asked to order 30 moving blankets and 12 ratchet straps for securing my items. Less than 10 blankets and 6 ratchet straps were used to secure and protect my items. I also noted to the company at that time that a piece of my furniture was found near the dumpster in my building. When my items were unpacked on Thursday, June 2 - furniture was not there. I called the company to inform them that I would not use them to unload the *** and the company informed me that if I did not use them to unpack the ***, I would not be able to file a claim if any of the items were damaged. So I stayed with *********** to unload my ************************************ *** was unpacked by ***********, **** The following items were damaged:Crate & Barrel Glass Table Top - value $699 Designer oversized Lamp Shade - value $199 Broyhill outdoor side table - value $90 Sofa cushions and back soiled - cleaning service $100 Antique Japanese Tea Cabinet hardware broken - repair service $100 Armchair - arm broken - repair service - $150 Boxspring dirtied - cleaning service $100 Headboard dirtied - cleaning service $100 Total Damages: $1538 I repeatedly called the company to speak to ********* who handled the claims. She told me I would receive information to file a claim. I have not received this information - 5 months later. I followed up and would be put on hold for up to 45 minutes and then be hung up on. I left messages and never heard back. I have received charges from the company totaling $1564.50. I would like to file with my credit card company to reverse these charges rather than receiving a reimbursement from the company.

  

  Business Response

  Date: 10/10/2022

  In all due respect to ********************************* does not handle claims.  We have a claims department, and I would be glad to have them mail out to her a claims packet.  If she goes to our website, www.packandloadservices.com,there is a link on the bottom of the home page which will help facilitate her filing of a claim. 

  Customer Answer

  Date: 10/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fine. 

  It should be noted that the ********* told me each time I talked to her that she was the only one who could address my needs.  She never referred me to the website to file a claim.  I have since filed my claim and if this is not resolved in a speedy and satisfactory manor, I will file another claim. 

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

• Initial Complaint

  Date:09/12/2022

  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.

  My husband and I are not people who complain and we understand that things can go wrong. We also know that reputable companies have an effective problem resolution process in place for when things do go wrong. Unfortunately, Pack & Load Services failed miserably on both counts. Our list of grievances is manifold. The most egregious issues are as follows:Do not follow instructions We labelled boxes to PACK LAST in the *** for easy access. This was ignored, including putting our 150lb dining hutch in LAST making it impossible for us to get into the pod. When we asked them to reload, they got very upset and then we were charged for an extra hour of labor.Inefficient packing We needed everything packed very efficiently so we could have a little bit of extra room to pack any items that might not fit in our car. They shrink-wrapped EVERYTHING and did not use any negative space under tables or inside drawers. Despite our protests, they had used up every inch of space in the *** we had to THROW OUT items (like camping equipment and tools) that couldnt fit in our car.Amateur packing Despite having purchased artwork boxes through Pack & Load Services, they put some of our artwork in regular cardboard boxes face-to-face! with no protective wrapping.Exploitative pricing They charged us for EVERY box on their supplies list, even ones they didnt use (e.g., a large artwork box).No walk-through and unpacked items discovered in trash pile after they left Several unpacked items were left strewn about and then crammed into the very top of the container. After they left, we found a box of artwork left in a trash pile! We tried calling the company MULTIPLE TIMES and finally reached a manager (*********) who promised a resolution within 24 hours (three times) but never followed through. We want a 50% refund on the job and plan to post this review on social media in every city where they operate if a satisfactory resolution is not achieved.

  

  Business Response

  Date: 09/23/2022

  In all due respect to ****************, I must disagree with many of her statements within this complaint. I will address them below

  --We labelled boxes to PACK LAST in the *** for easy access. This was ignored, including putting our 150lb dining hutch in LAST making it impossible for us to get into the pod Loading a portable storage container is basically like putting together a puzzle. You cannot just arbitrarily place items in the containeryou have to load them to maximize space and to minimize the change of damages. This his how we loaded the container.  The large hutch was best to be towards the back of the container.  When she demanded that the back of the container needed to have better access to items already packed, we agreed to rearrange the items and charged her accordingly for the time spent doing this.

  --**************** is complaining that she had to throw out items.  The reason for this in not because we incorrectly loaded the containershe had more belongings than could fit in it.  She even states in her complaint Despite our protests, they had used up every inch of space in the ***. This exactly proves my point that there was not enough room in the container for all of her goods. 
  

  --Despite having purchased artwork boxes through Pack & Load Services, they put some of our artwork in regular cardboard boxes **************** had ordered 5 Mirror (artwork) boxes and we used all of them packing her goods. She had more pictures that needed boxing than the amount of boxes that she had ordered.  We did the best we could with what we had to work with based upon the amount of boxes that she had ordered.

  --"They charged us for EVERY box on their supplies list, even ones they didnt use (e.g., a large artwork box) This is just not true.  On our customer work order, **************** initialed next to the quantity of each box line item, indicating that we used the amount listed of the size of box listed.  She was invoiced only for these boxes used.

  In closing, we completely filled the container with her belongings. There was no space left for the remaining itemsthe 16 container just didnt have enough room for everything she wanted loaded into it.  She was only charged for the goods and services renderednot a ***** more.  In the name of customer goodwill, we are willing to offer **************** a discount on the unloading of her container at her new residence.  She can contact me directly to receive this discount.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18010905
  
  I am rejecting this response because:

  Quite simply, this response is unacceptable and inaccurate. Regarding the Hutch they AGREED to load it as one of the first items into the pod. We were NEVER told this wasnt possible or would cause problems. Regarding not enough room in the container OF COURSE they used every inch because items were packed haphazardly and unprofessionally (again not using ample space between legs, leaving drawers empty, etc.). They assured us AT THE BEGINNING of the job that there would be ample space after walking through our home and assessing everything to be packed. Regarding unused boxes we had assumed they used every box and I signed the order; however, AFTER they left, we found a large art box as well as multiple items randomly left behind unpacked (including a box of valuable artwork left in a box in the trash pile). We actually have photos of this if you would like to see them.

  In closing, our entire experience with Pack & Load Services from the packing through to loading through to customer resolution process was atrocious. Their response to our complaints is proof of this. Quite frankly, no self-respecting customer would EVER hire this company again, even with a discount provided. We do NOT accept their paltry offer of a discount on the unloading of the container at our new residence.

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

  

  Business Response

  Date: 10/24/2022

  We stand on the fact that they had more belongings than could fit into the container. Our offer remains open.

   

   

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18010905
  
  I am rejecting this response because of so many factors. Again, they packed the pod in a ridiculous and inefficient manner. So much wasted space between legs and in drawers, etc. I have photos of the boxes left behind as well as valuable artwork in a pile of trash that we had to pull out. Additional items left behind in the house without telling us. No walk through the house after the job was complete, which we were told by a manager that it was unacceptable to omit this step.  Read all the other complaints here and on social media  This company should be shut down. We are broadcasting our experience on every social media channel we have. 

  Sincerely,
  
  Lp