Complaints

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

• Initial Complaint

  Date:06/11/2024

  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.

  Started off fine ****** (****) promised us a rate Of 6129. We did a video walk through and they bid my space at 969 cubic square feet and swore everything would fit in it. The day of the move happened and sure enough they need an extra 400 square feet and we were given a bill of two thousand dollars more than agreed upon. The contract states this should only happen if they need more cubic feet due to more items. But we actually took less items than agreed upon. In writing ****** (****) promised us the rate would not increase. When I called V.M he sent me straight to voicemail. I tried calling from my wifes phone and he answered. As soon as I stated my name he hung up. We actually took less things than agreed on and it took more money than agreed on. This company is a scam and I unfortunately didnt trust my gut. Others on here experienced the same thing. I would like the added on fees taken off and refunded. I have the contract the writing of the employee stating that I wouldnt pay more and phone logs and texts of attempts to right this. They have been ignored as of this writing.

  Business Response

  Date: 07/25/2024

  **************** has not been contacted in regards to this and we have no communication that there was any problems or additional money charged at the time of pickup. We request that you reach out to **************** directly at ************ to discuss. I have also requested the paperwork from the carrier to review the additional charges. 

• Initial Complaint

  Date:06/09/2024

  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.

  We contacted 3 Brothers Moving and Storage on April 20, 2024 to inquire about assistance moving from ********, ** to *******, *** ********************************* represented the company as the ones that would be performing the move. At no time were we led to believe that it would not be them. We paid $1990 in deposit to secure a date for our move. We were told they have thousands of trucks available. When the day came to load up, May 30th, it was not 3 brothers. It was another company altogether. Ship 4 U Trans showed up and needed another $5,000 before they would start loading. It was also determined that after spending 3 hours on the phone with ********, measuring all the furniture and estimating the number of boxes, it would be approximately $4,800 additional dollars to complete the move. He estimated a need for 902 cubic ft. and in actuality it took 1800 cubic ft and an additional rental truck to transport our belongings. When the furniture arrived, it required a $2,500 up front payment to get our things unloaded from the truck. ******** misrepresented his company and made a promise that there would be no additional surprise charges. My wife was witness to the conversation. The final bill for the move was $10,000.

  Business Response

  Date: 07/25/2024

  With a binding not to exceed estimate the cost only covers the estimated space to be occupied within the truck. If there is any additional items or items are larger than originally estimated that will cause there to be additional charges at the time of pickup. 

   

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

• Initial Complaint

  Date:06/09/2024

  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.

  Schedule with Three Brothers a month in advance give a detailed list of items that were being picked up from two locations!My story is same as many others here!Was underestimated the cubic Feet and they want another grand to complete transaction! They already had half our stuff on the truck!They did not have room for any of our items from the second location and did not complete the move!They dropped our stuff wrapped in plastic at midnight and left!They did not unwrap or reassemble the bed frames or even tell us they were leaving!They told us they would arrive between 10-1. Never called us wouldnt answer the phones and showed up at 7:30 pm wanting more money to complete the move! Biggest Scam and Rip off Ive ever seen!

  Business Response

  Date: 07/25/2024

  We had no communication from the customer that there way any issues with the pickup. The customer has since charged back on their deposit and are unable to comment any further until the matter is settled. 

• Initial Complaint

  Date:06/07/2024

  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.

  There are multiple inconsistencies with the original bill of lading.The original move coordinator did not state (or clarify) the following:*Additional fees for glass top items. These are my end tables.*Did not ask for or specify sizing of bunk beds. I have a single/double bed combination. Now I am being asked to pay additional fees for the bunk beds combination.*Ask for size of couch as the driver said the couch was longer than expected. (It is a couch)*One of my cloth grey bins was listed as a charge - that goes into my count of 20 boxes as I used that to pack things in.* I told the move coordinator I had a king size bed and frame (he did not specify anything else). Now I am being charged for a head board and foot board.*I was not informed that there would be a charge for covering my mattresses.*If the movers move them I am told I have to sign a waiver if they mess them up.*At no time was pictures or a video asked for home and or items to be moved.*The drivers second party indicated this was a common problem with 3 Brothers. They also asked if anyone asked for pictures or videos for estimate verification. I informed them that there was not.For the above things I do not want to be held liable for costs when the move coordinator did not properly do their job- what was done is fraudulent sales tactics.I did not call in and cancel my move. I am unable to afford a drastically different estimate than what the move coordinator provided.The move coordinator left out some very basic and important information for the move team as well as myself (customer).That is fraudulent in sales tactics. My rates were almost doubled and no other payment options made available, therefore forcing a customer into being unable to purchase the move package.How will all of the discrepancies with the move coordinator be addressed? What payment options are available?The same questions I had for the move crew and *****************************.

  Customer Answer

  Date: 07/11/2024

  I have seen and revised the signed document that was provided in the BBB complaint of 669061643CC50. 
  

  The response is the payment of services (the bill). 
  

  I would like all issues that were indicated in the complaint addressed.

  In order to get to the bill the sales tactics utilized in order to get to a proper bill were not addressed.

  Also to date the damages from the move have not been addressed. 
  

  Thank you. 
  

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

  **********

  Business Response

  Date: 07/26/2024

  *******,

  It has been noted on the account that the visual estimate was waived at the time of booking. The estimate you received was based on the information provided during the booking process. The booking agent records the provided inventory and presents it to the customer for final review before the estimate is signed. Any variations in the inventory that result in increased cubic footage or require additional services at the time of pickup will incur additional charges.

   

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21815972
  
  I am rejecting this response because:

  The companys response it greatly appreciated and rejected.

  During the initial process of scheduling the relocation services of 3 Brothers Moving and Storage I was not given the option of an inspection of home goods nor were pictures requested. 
  

  I have requested on more than one occasion for the call records to be pulled for the booking of this relocation. I have never been provided the recording in order to verify that the services of goods identification (verification of goods to be moved) was not provided. 

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

  Business Response

  Date: 08/06/2024

  There is a full inventory of items on the signed estimate that was provided. If you would like a copy of the that it has been attached. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21815972
  
  I am rejecting this response because:

  Please refer to original complaint: 

  Thank you for providing the contract and paper work, it is greatly appreciated. The sales practices of this company are being called into question on my behalf. Had the sales agent been honest and made proper clarifications during the sales pitch and what was offered I would not have utilized this company. Please see the below issues that have yet to be addressed. Also - I am still requesting the recordings in connection to this sale/move contract.
  
  (Text ******* communications) I can provide complete screen shot records. The first five are attached.

  Yes I missed a phone call at 7:59pm as I was on the line with ***************************** (her call came through at 7:54pm) - she was attempting to reach a 3 Brothers point of contact - she was unable to make contact. 
  
  I returned  the missed call (8:36pm and 8:38pm. No answer.
  
  There are multiple inconsistencies with the original bill of lading. 
  
  The original move coordinator did not state (or clarify) the following:
  
  *Additional fees for glass top items. These are my end tables. 
  
  *Did not ask for or specify sizing of bunk beds. I have a single/double bed combination.  Now I am being asked to pay additional fees for the bunk beds combination. 
  
  *Ask for size of couch as the driver said the couch was longer than expected.  (It is a couch)
  
  *One of my cloth grey bins was listed as a charge - that goes into my count of 20 boxes as I used that to pack things in. 
  
  * I told the move coordinator I had a king size bed and frame (he did not specify anything else). Now I am being charged for a head board and foot board. 
  
  *I was not informed that there would be a charge for covering my mattresses. 
  
  *If the movers move them I am told I have to sign a waiver if they mess them up.
  
  *At no time was pictures or a video asked for home and or items to be moved.
  
  *The drivers second party indicated this was a common problem with 3 Brothers. They also asked if anyone asked for pictures or videos for estimate verification. I informed them that there was not.
  
  *The movers did (without my permission) take pictures and videos of my home and let me know after the fact that is what they had done. 
  
  For the above things I do not want to be held liable for costs when the move coordinator did not properly do their job- what was done is fraudulent sales tactics.
  
  As a customer I was given a very low estimate in order for a sale to be made. 
  
  Once I  was provided a new estimate I asked if there was a payment plan offered and they said no. Yes I absolutely said that I could not afford the difference in the original estimate and that which was provided. I was put in contact with ***************************** and she attempted to reach out to 3 Brothers to see if something could be worked out and she was unable to make contact. 
  
  I did not call in and cancel my move. I am unable to afford a drastically different estimate than what the move coordinator provided.
  
  The move coordinator left out some very basic and important information for the move team as well as myself (customer). 
  
  That is fraudulent in sales tactics. My rates were almost doubled and no other payment options made available, therefore forcing a customer into being unable to purchase the move package.
  
  How will all of the discrepancies with the move coordinator be addressed? What payment options are available?
  
  The same questions I had for the move crew and *****************************.

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

  Customer Answer

  Date: 08/07/2024

  Sending in all documentation of email transactions with phone number *****************. I will have to send theses documents in increments due to the limit of files that can be sent in at one time. 
  

  Respectfully,

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

  Customer Answer

  Date: 08/07/2024

  Sending in all documentation of email transactions with phone number *****************. I will have to send theses documents in increments due to the limit of files that can be sent in at one time. 
  
  Respectfully,
  ***************************

  Business Response

  Date: 08/09/2024

  All potential additional and accessorial charges that *** be assessed during the pickup process are fully disclosed and itemized on the signed estimate. Additionally, a complete list of items, including the full inventory recorded during the booking process, is provided for review and approval before the contract is signed. These details are strategically placed at the top of the estimate to ensure that customers can easily locate and review them. During the loading process, customers are given the option to either adhere to the original estimate or proceed with a revised one if adjustments are necessary.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21815972
  
  I am rejecting this response because:

  Thank you for resending the documents.
  

  Please provide the recorded phone calls and address the entire complaint. 

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

• Initial Complaint

  Date:06/04/2024

  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.

  When initiating this business transaction two months ago I spoke with *********************** at three brothers moving and storage. My family member and her two small children were moving to *************. I ask ***** a couple different times if this was a broker because I did not want to use a broker. I know better. He told me a couple different times. Absolutely not. They were not a broker. They do the moving themselves. Last Thursday when the move was supposed to be another moving company showed up and wanted 7200 dollars more to move them to ***** on top of what we already paid the $2,700 to three brothers moving company. He had told me it was going to be $3,800 to move them to *****. No other additional charges. He lied repeatedly to us. Now. I read all the different complaints about this company online and every person says the same thing. How this company has lied to them. How this company can continue to do business in ******* is beyond me. They should be shut down immediately!! And would like a full refund of $2,700 that we gave them. They're deceitful and horrible individuals.

  Business Response

  Date: 07/22/2024

  We are a moving broker, and this information is provided both at the time of booking and on our website. When you booked, you received a Bill of Lading that included the details of the local mover facilitating your move.
  Regarding the pricing, your total move cost was estimated at $6,326 with a deposit of $2,621. Upon booking, it is explained that after the initial deposit, half of the remaining balance is due at pickup, with the remainder due at delivery. Your signed estimate shows a remaining balance of $3,705.
  Please note, if there were additional items or if items were larger than initially estimated at the time of pickup, the driver must assess the additional space required.

• Initial Complaint

  Date:06/03/2024

  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 contracted with 3 Brothers to move our home contents from ********* to ****. The binding contract was for $8974.60. We had no idea they were going to subcontract to American Home Movers. American Home Movers had us sign their document for the same pricing. Three days before we loaded 3 Brothers demanded another video walk through, where they decided we owned them another $3,500! Nothing had changed, as a matter of fact we had less stuff, as we decided to good will and sell furniture we originally expected to bring to ****. We refused the extra $ but when American home movers showed up they tried to get us to pay the extra $3500. We got 3 Brothers on the phone and they said to just relax until everything was loaded. American Home Movers tried to make us pay $2,000 more because we had more boxes than originally counted! What? This was a binding contract! We got them down to $1500 more because we gave them 2 large TVs. We had no idea they were going to off-load our stuff. We thought we would get it in a week. We did not get our belongings until 12/5/23. They jimmied our safe and stole over $3,000 worth of coins and silver, there were important boxes, including a full large wardrobe that was missing, 2 pairs of cowboy boots, all of our painting stuff....stollen by these people.

  Business Response

  Date: 07/22/2024

  *****,
  The additional cost that was quoted on the ***************** call was based up the information you provided about having additional items and an estimate that you had received from Allied. The ***************** agent attempted to match that quote space wise for you as you provided further information about the additional items not originally disclosed. Since you received a Binding not to exceed estimate from 3 Brothers moving & Storage your original estimated price only covers the space and services agreed to previously based upon what was disclosed on the original call. As your estimate is based upon the space occupied inside the truck if there is more items the more space is required and that means that your estimated cost will exceed that. We are aware that you spoke to the carrier in regards to the claim of theft but they reviewed the footage and were unable to substantiate those claims. You have received the claims information to submit a claim to the the carriers claim provider. Please feel free to reach out to customer service if you need any further assistance in the matter. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21797742
  
  I am rejecting this response because: 
  3 Brothers is lying. We actually had less items than when they gave us a binding agreement. The idiot that tried to face time my husband literally doubled everything that we had on our list. This experience has been the biggest scam of our lives and trustful Americans need to know that both of these companies are bat and switchers, and steelers.  What recourse do we have?  Apparently, nothing!  So we chose the 60 cents per pound option and they stole entire boxes, and over $3000 of our keepsakes. Better Business Bureau, what do I need to do?  Contact the FBI?  Our original location, where the subcontracted mover is from, washed their hands because we now live in ****. These issues cross state lines, 3 Brothers is full of disreputable liars, the North ***************** is full of thieves.  Sincerely,
  
  *******************

  Business Response

  Date: 08/27/2024

  *****,

  We offer FaceTime or a similar option for customers who prefer a visual estimate, as it allows us to gain a clearer understanding of the items being moved. Without this tool, we must rely solely on the information provided by the customer. During the booking process or the ***************** call, a detailed list of items is provided for the customer to review and confirm, ensuring it accurately reflects the items they plan to move.
  As mentioned previously, there were additional items noted at the time of pickup, based on the information provided. The carrier has also confirmed that all wardrobe boxes were marked "PBO" (Packed by Owner), and a review of the camera footage shows no evidence of tampering with the items.
  Regarding insurance, as explained, the standard coverage is $0.60 per pound per article. Customers always have the option to purchase additional insurance for greater coverage at an extra cost.

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 21797742
  
  I am rejecting this response because: We were given a video inventory by your company when we signed with you. It was a "BINDING CONTRACT". There was absolutely nothing more when the moving company showed up, all of our belongings fit in their 26 foot truck with significant room to spare. We asked for the weight of our belongs and were not given it. You and the company you work with in *************** ripped us off so much it is not even funny. It was the worst experience in our lives and we are both 66 years old. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/03/2024

  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 provided an accurate description of my items to be moved even providing dimensions of objects. When the movers arrived they said that my quote was very low. They stated that the quote shouldve been to move almost 1200sqft instead of the 351sqft.

  Business Response

  Date: 07/25/2024

  Based on the notes in the file, additional items were present at the time of pickup, necessitating extra space. We request a complete and accurate inventory of items to be moved when booking. This inventory is provided for review before accepting the estimate. The estimate provided by 3 Brothers is based on the amount of space occupied and any additional charges. Therefore, any additional items or services will incur extra charges.

• Initial Complaint

  Date:05/31/2024

  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 entered my information online and was contacted by several brokers. The one I spoke with gave me a good price and said we love military and we want your business. Doesn't seem like they love military! I went through my items and was given a price that I couldn't pass up! The price increased when thy came I paid because I had to be moved out that day and didn't have time to get anyone else on short notice. They showed up with a trailer after i expressed on the phone when I moved in that place I had two trucks! i think they are bums and scam saying the broker messed it up to charge me more money. I have nice furniture and it is not cheap. I expressed I needed to be out by 4 several times and was told they would b done it was going to cost me money if not. The time got closer I had to keep time checking and told it would take about 30 more minutes which I didn't have to spare! No regard for money! Hard to tell they've been doing this for 10 years! They then ask if they can deliver my things the next morning because they were tired!, I did agree! I wasn't able to Zelle the money due to my limit being reached and they would not take anything off the truck until they received payment. My Sleep Number mattress was damaged, the piece that connects the bottom two mattress was lost. I sent a text asking about it no response. The bed in my guest room was not properly put together, the support legs were not installed. My Dyson vacuum was damaged! My bookcase in my office is missing hardware for the shelf! My washing machine wasn't connected correctly and caused a leak in a new house. I contacted the lady that called me to tell her my discrepancies and she told me that someone would call me and that call didn't come! I text my receipt for the mattress and no response. 0 out of 10 do not recommend! They told me if I move again not to contact them, please believe I would NOT or recommend to anyone! If they don't want to do the work find some other work to do!

  Customer Answer

  Date: 06/01/2024

  I contacted the lady that I spoke to about the issues and provided the initial pictures of the issues and she has not responded to my text messages. The messages aren't showing that they were delivered so she may have blocked me! This is definitely not a business I would do business with in the future or recommend to anyone. They appear to not want to take any accountability for the damage they caused and have no business ethics!

  Business Response

  Date: 07/22/2024

  Chante,
  We have no record of any issues at the time of pickup or delivery concerning damages or additional charges. We have requested the paperwork from the carrier to review these additional charges. Please contact our customer service team for information on how to file a claim.
  Thank you.

• Initial Complaint

  Date:05/30/2024

  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 moving company to move some furniture from my grandparents house in *********** AR to my house in ********. I was quoted a little more than $2400 but was told that if I ended up with more stuff they would charge me on the final of three payments. They assured me that 3 brothers would be doing the move and explained that they would take pictures of the items, disassemble everything, itemize everything, wrap everything up, lay down mats and bumpers in both houses to protect the houses, and would reassemble everything once that it was at my house. I was told that someone from 3 brothers would reach out to me a couple of days before the move to finalize the times of pick up and drop off. I never heard from the movers until I reached out to them the morning of the move. I was then told that another company, CITA van lines, would be doing our move as 3 brothers had hired them as a subcontractor (which I was never told anything about). CITA van lines then tells me that they would pick up the furniture between 10-2 on the day of the move (original time was 8-12). I asked about how I was supposed to pay the people and multiple different people told me to ask the driver. The driver calls at 2:30pm and tells me that they will not be there until sometime between 5-7pm. The movers do not show up until 7:30. I ask about form of payment and he tells me I could do a cashier's check, venmo, or money order. He also informed me that the new price would be almost double what I was quoted for because I had added multiple items (a few boxes and chairs) and that there would be a bulky items charge (of which I was not aware before) and that they would be charging me extra for the disassembly of the furniture (which I was told was already included in the original price). They also split the increased price into two equal payments instead of tacking on the extra cost at the end. They broke my grandparents door and are holding our furniture for 7-14 days. Not returning calls.

  Business Response

  Date: 07/25/2024

  We have no record of any issues at the time of pickup. We apologize for the delay during pickup; our drivers strive to arrive in a timely manner, but sometimes unforeseen circumstances such as weather, traffic, or mechanical issues cause delays. When you book your move, you receive a Bill of Lading that includes information about the local carrier facilitating the move. As explained, the binding 'not to exceed' estimate you received from 3 Brothers covers the amount of space and accessorial charges listed in the estimate. If there are any additional items or if the items require more space due to their size, the driver must assess additional charges accordingly.

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

   

  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. 3 BROTHERS MOVING & STORAGE LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.SEE THE ***** BELOW FOR A ESTIMATED DELIVERY WINDOW:
  0-500 Miles 1 - 8 Days
  501 - 1500 Miles 2-14 Days
  1501 - 2000 Miles 7 - 17 Days
  2001 - 2500 Miles 8 - 21 Days
  2501 - 3200 Miles 9 - 21 Days

   

   

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21783112
  
  I am rejecting this response because:
  Three brothers has not contacted me or the BBB. Thank you.

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

  Business Response

  Date: 08/09/2024

  I was unaware any other communication outside of this was being requested. I have asked the customer service department to contact the customer. 

• Initial Complaint

  Date:05/21/2024

  Type:Customer Service 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 WAS PRESURED INTO SIGNING A CONTRAT WITH THIS COMPANY VIA BY PHONE . I HAD MY HOUSE ON THE MARKET AND IT DID NOT SELL , SO I CALLED THIS COMPANY TO CANCEL THE WORK ORDER . THEY HAD ALREADY CHARGED MY CREDIT CARD TO HOLD MY POSTION ON THERE RECORDS ..BE WARE OF THE ***** DEPARTMENT VERY PUSHY AND WILL TELL YOU WANT YOU WANT TO HEAR BUT WILL NOT STAND BY THERE WORD. I OPENED A DISPUTE WITH MY CREDIT CARD COMPANY FOR ******** IN MARCH AND THE COMPANY TOOK 60 DAYS TO RESPONED . AND MY CLAIM WAS DECLINED DUE TO THE COMPANY SENT THE VENDOR ONLY MY CONTRACT THAT I WAS PRESSURED INTO SIGNING WITH A ***** PERSON *********************** , I TOLD HIM MY SITUATION AND HE TOLD ME NO WORRIES THAT IF I NEEDTO CANCEL JUST TO CALL HIM , AND EVERY TIME I DID HE WOULD TALK ME OUT OF CANCLEING . I HAD JUST LOST MY SISTER IN AUG AND WAS TRYING TO MOVE TO HER DAUGHTER ACROSS COUNTRY . SO I WAS ALREADY IN DETRESS OVER THIS . I REQUEST THE COMPANY TO SEND ME A CONTRACT THAT I SIGNED AND ALL THE EMAILS BACK AND FORTH TO TRY TO RECOVERY MY ******** AND THEY WOULD NOT RESPOND TO ANY OF MY REQUEST ..LEASE D NOT USE THIS COMPANY UNLESS YOU HAVE FUNDS TO TRHOW AWAY .. MY NEXT STEP IS TO GET FLORIDA ATTY GENERAL OFFICE INVOLED .

  Business Response

  Date: 07/25/2024

  As per the signed contract all cancellations must be submitted to ********************************************************* within 72 hours to be eligible for a refund. 

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ********************************************************* no later than 72 hours of electronically signing the 3 Brothers Moving & Storage agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace ****** of signing the original contract are non-refundable, however; the deposit may be applied to a future move with 3 Brothers Moving & Storage within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the 3 Brothers Moving & Storage agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.
  
  Document Emailed On: Friday, 12/08/2023 03:24:32 PM (ET)
  Document Signature Name: ***********************
  Document Signature Email: ********************
  Document Signature Date: Friday, 12/08/2023 03:30:38 PM (ET)
  Document Signature IP Address: 68.99.230.15
  Internet Browser: Chrome
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