Complaints

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

• Initial Complaint

  Date:10/24/2022

  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.

  On 10/15/2022 at Extra Space storage an employee of Sergeant Movers hit my car with a cart that left a dent on the passenger side door . *** called but to avail I kept getting we will call you back & have not been called nor updated or at the very least a call from the manager / owner to acknowledge the incident . Im starting to believe this company is operating illegally with no insurance and that is something Im going to find out very soon before I file a civil lawsuit because this has been stressing me and I do not appreciate it! If you are thinking about doing business with a company beware of this one they are NOT insured probably not even licensed and most likely a mom & pop ! Take my words & do not put your EXPENSIVE valuable belongings in their hands !

  Business Response

  Date: 10/30/2022

  We have been in contact with the individual. Our company is licensed and insured and has been since opening. She contacted us with a name of someone who is not employed with us, about a incident with someone an her vehicle. She was not a customer we were moving, was not hit by anything owned from Sergeant Mover. We have been trying to look into this situation, but the individual has no information besides a name of someone who is not a employee of Sergeant Mover. The individual did not file a report, did not contact Sergeant Mover until days after this incident. We are still trying to find out the details of what actually happened.

• Initial Complaint

  Date:09/19/2022

  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.

  Payment for repair of leather furniture. Moving dates. 6/17 and 6/24. I paid for up to ****** in insurance in my contract against damages made during the move. The mover repaired some of our damaged furniture then stopped communicating with us for weeks at a time and finally after a month of sporadic communication they stopped communicating entirely. We sent then an estimate for leather repair and heard nothing. No Cooperation at all. The estimates for repair were sent to the owner. Damages were around 1000.to 1500 00.i have text information proving validity of my complaint if needed.

  Business Response

  Date: 11/10/2022

  Sergeant Mover sent a repair company out after the customers move. Moving company insurance is the same with all moving companies, it is based on the weight of the furniture. We do offer extended coverage to cover more than what is required by the state(60 cents per pound). The customer paid to double this coverage, $1.20 per pound. For Sergeant Mover to pay $10,000 there would have to be over ***** pounds of damage. We never go by the actual weight because even with additional coverage we feel its not fair to a customer. The amount ********************** paid for damages far exceeded the amount of damage made. Sergeant Mover was in contact with the customer until after several dozen attempts and every call went straight to voicemail. We assumed our number had been blocked. We can attach or send receipts from repairs, even an item we paid to have repaired that is not covered under any moving companies insurance (particle board). If the customer would like to speak with us we always answer our calls.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18043042
  
  I am rejecting this response because:the business facts are incorrect as evidenced by receipts submitted. I can submit text messages that were not returned in a timely manner as I stated. And as for particle board, we never owned any ever.  Our numbers have always been active and available so they are dialing incorrectly or misrepresented the truth.
  
  Sincerely,
  
  ***************************