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:03/07/2024

  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.

  In early February I contacted 3 Brothers Moving & Storage about moving my property from ********** to my new residence in *************. They quoted me a total price of $3,000 for the move; I paid them $1,450 up front; job number *******. They loaded my property the week of 2-5-24; estimated arrival in ** on or about 2-13-24. My property did not arrive; I contacted their service department 3 times asking for an update on when delivery would occur; each time the service rep said they had to check with the trucking company and get back to me; they never called me back. On may 26th the trucking company called to tell me there was an accident and my property was destroyed; I now have to work with the insurance company representing the party responsible for the accident to recover on my damaged/destroyed property.the policy covers the property being transported, but doesnt cover costs I incurred. *** left multiple voice messages with 3 Brothers ***************** Manager, **************, who has refused to return my call. The service department is no help. I paid 3 Brothers $1,450 for the safe delivery of my property from point A to point B, which did not happen. I want my monies paid to them returned. I am a senior citizen and feel this company is taking advantage. Please assist.

  Business Response

  Date: 04/23/2024

  We sincerely apologize for the accident involving the driver and the unfortunate losses that occurred. This incident was completely beyond the control of both 3 Brothers and the driver involved. Please be assured that all reimbursements will be processed through the carrier's insurance, as the claim needs to be filed directly with them. You will receive all necessary information regarding the claim from the carrier and/or their insurance provider.

• Initial Complaint

  Date:03/06/2024

  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 secured this company January 21, 2024 to relocate our home from **** to ********. We secured a date (March 2), however the contract required a 48 hour window that the movers could use though a 2 hour confirmation would be given. Our first 48 window was March 1-2, however this was modified to March 2-3. We received our moving confirmation for March 3 between 12-3 pm ET, however at 12:30 ET March 3 (during the time we expected his arrival) our driver called and stated he would not be able to come. He would be unable to get to the residence until 9 pm ET. I agreed to wait for him but he then said he would not come at 9 pm but would come Monday morning (which is outside of our 48 hour window). We were also not available to meet him on Monday.When we contacted the dispatcher she stated he had a flat tire the day before. However, no one contacted us on March 2 or March 3 prior to the anticipated pick up, that there would be a delay or require the move to be rescheduled. I called customer service for 3 ********************** March 3 but was only able to leave a message. I then reached out by email that there was a problem with the move asking for assistance. Again, I received no response. Now, despite several email and phone calls, 3 Brothers has not responded to our requests to refund our deposit or reschedule the relocation. I have copies of the email and original contract for Job No: L1881155

  Business Response

  Date: 04/23/2024

  When originally setting up the contract the dates agreed upon where for the 1st or 2nd. The carrier attempted to confirm pickup on the first but were told that you are unavailable for that date so they had to reschedule the move for a different day. We have no notation of a cancellation of the move or a delay. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21397365
  
  I am rejecting this response because: The moving service called and cancelled delivery.  They stated the driver had a flat tire the day before and was no longer able to arrive during the scheduled window.  They tried to reschedule to the following day which was outside of our 2 day delivery window.  I can provide the call log of how many times I tried to call 3 Brothers to resolve the situation which could have included rescheduling to a day that I was available.  I have included the email that I sent to 3 Brothers.  I never received any response from this company.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/22/2024

  According to our records this move was cancelled on site at the time of pickup. If a move is cancelled outside of the 72 hour window and/or at the time of pickup the the deposit is nonrefundable as per the contract. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21397365
  
  I am rejecting this response because:  The mover cancelled the pick up (not the customer).  The mover never reached the site.  The mover claimed to have a flat tire and was unable to come during the arranged time.  Although the customer was at the location, the mover was unable to get to the address during the specified window.  The mover said they would communicate this to Three Brothers so that I (the customer) was not held at fault.  I have already supplied several emails that support it was the mover who did not arrive (not the fault of the customer).  I also called customer service and the dispatcher on the day of the move to reschedule/refund and received no assistance.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/09/2024

  It is explained that pickup and deliveries are an estimate and that there sometimes can be delays due to mechanical issues. 

   

  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: 08/14/2024

   
  Complaint: 21397365
  
  I am rejecting this response because:  First the company claimed a flat tire 24 hours before our window.  They could have contacted us to reschedule instead of calling and stating they were not coming during the designated window.  Second, the document means nothing to me as I have no idea where the moving company starting point was.  The distance between residences is 4 hours or 220 miles.  The driver claimed he was 10 hours away when he called at noon to alert us that he would not be arriving.  And third, there was no attempt at rescheduling other than stating they might be able to come the next day.  When we were unable to be present at that time they told us to contact Three Brothers who then never responded to email or phone calls.  I'm sure an alternative date could have been arranged.  

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

• Initial Complaint

  Date:03/05/2024

  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 had to move from ******* to ********** to help babysit my grandchildren over nights, due to my daughter is now a single mom. I looked up long distance moving, and *********************** from 3 Brothers moving and storage called and texted me. He had me call him on direct line, ************. We spoke about how I had to come to ** and I had one day to Put my things in storage in ******* and I had a 5x10 Unit. I told him I wasnt sure of what was in there but I did know I had totes and boxes. He He had me give him a list of things I knew sure. I explthat the unit wasnt packed full. He charged me for 331CF at $5.50 per cf. according to what I told him. I was asked about my inventory list, not realizing about xtra bags and loose items. Ocean moving and storage had gotten the contract from 3 Brothers. My sister met them at the unit and the movers refused to *********** items from my inventory list and loose non listed items By the time they left I had things I could not fit a car(tv cabinet)I have photos showing that the moving truck only used 200cf, I had to rent a uhaul trailer and have my brother in law and sister bring me my things. I have receipts for the uhaul and gas. That was $456 without the tolls. I have photos of what they didnt take, texts, phone calls to them but not answered and emails I believe that the movers should reimburse me for the amount of space(131 cf) that wasnt used because they didnt take my items. That amount would total $720.

  Business Response

  Date: 04/25/2024

  When booking your move, we kindly request an inventory of the items to be relocated. While we recognize that remembering every item in storage units may not always be feasible, we encourage you to provide as detailed a list as possible. This allows us to offer an estimated cost for the transportation of your belongings. At 3 Brothers Moving & Storage, we provide a Binding not-to-exceed estimate. This estimate encompasses the agreed-upon amount of space at a rate per cubic foot, along with any additional services such as packing, if requested. Any items or services beyond the pre-agreed space will incur additional charges. Please note that the reservation is specifically tied to the space allocated within the truck, rather than specific items. In the event of additional items, our drivers can present two options: a revised estimate covering all items at an increased cost or the transportation of specific items within the original reservation scope. For safety reasons, our drivers cannot transport loose items or bags, as this may result in damage or loss. Smaller items must be securely placed inside boxes or totes for safe transportation to the delivery location. Upon reviewing the paperwork, I note that there were no additional charges at the time of pickup, and you elected to proceed with the original space reservation.

  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:03/03/2024

  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.

  In January I called 3 Brothers Moving about moving from ** to FL. They had excellent reviews, I spoke with ******* who said he was the youngest brother. He said 6 weeks was very short notice for moving companies. He put me on hold to see if they could do it. I was surprised but believed him having never hired a moving company before. He said yes they were able to move me on Feb 29th (my date of choice) or the 28th. Then he went through the inventory process. I told him everything he asked about. Next he gave me a quote of $4500. I said make it $4,000 and youve got a deal. He checked with his boss and said agreed to that price of $4000. He said I need to pay $1750 in advance and I would pay the rest at the end. After a few weeks I called *** in customer service to ask the how the arrival timings would correlate with mine. She assured me they work with me to coordinate arrivals. Next I got a call 10 days before the move from JJ. He said he need to confirm your inventory to send the right size truck. He went over everything ******* did and said, you have twice as much stuff as you claimed to have and youll need to pay another $4000 for that. I got very angry and said I wouldnt pay it and how unethical to do that. Then he said I would have to leave whatever didnt fit in the truck behind. I didnt want to loose my deposit or look for another company on such sh notice. On Feb 28 they came, loaded the truck, wrote everything down and said I owned $4000 more, and if I wanted things to arrive within 3 business days I had to pay $2500 extra or wait 10 business days. Also there is a 15% fuel charge. I must pay 5K now and 5K cashier check. It HAD to be a cashier check made out to Ship 4U Trans, I bank with USAA and couldnt find a bank to give me a cashiers check, so I had to open an account to get the check. When they came 3 days after I arrived I told them I wouldnt pay them until I saw everything unloaded. He said he would drive away and put everything in storage.

  Business Response

  Date: 03/14/2024

  The purpose of the ***************** call is to guarantee the comprehensive accountability of all items, recognizing that the inventory list *** undergo changes between the time of booking and pickup. This procedure ensures an accurate estimation of space and corresponding charges. Any additional items introduced require assessment for space requirements and corresponding charges. The fuel surcharge is clearly outlined and evaluated based on the original estimate provided by 3 Brothers. Accepted forms of payment are specified both on the estimate and the Bill of Lading received during the booking process.

• Initial Complaint

  Date:02/29/2024

  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 am a ******** snowbird, and reside at *********************************************I wanted to ship belongings to ****** and found 3 Brothers on the trust pilot.com site.Contacted them for the shipping and they got my things on February 9/2024. There was an estimate of $3500ish, deposited 2800$. Before they arrived they revised my estimate to $7722.41 demanded 95% payment before pickup. Telling me there would be $250. due upon delivery After taking my belongings they revised my total again to $11,946.00, demanding 95% payment before shipment, holding my belongings at a warehouse in ***************.They are insisting on the total payment OR they can return my belongings to the starting address for a remaining $950. So they took my things for a drive for over $8,000.00.Nowhere did 3 Brothers portray themselves as a broker and on their website it doesnt state that either. They are ripping off most everyone they deal with using this loophole in the state laws. I want them to uphold their end of the bargain and deliver my things, UNDAMAGED, to the ******** address. With $250 owing on delivery.Thank you for anything you can do, as many, many snowbirds are watching this closely.*************************** (pronounced **** rhymes with ************ show, ********)

  Business Response

  Date: 03/14/2024

  Due to the higher costs associated with international moves compared to interstate moves, the carrier reserves the right to request a larger-than-standard percentage of the balance to be paid before delivery. While no additional charges were communicated at the time of pickup, we encourage you to contact our customer service department to address any inquiries and discuss additional charges.

  Customer Answer

  Date: 03/15/2024

  Good morning, as this has been ongoing for some time, with demands of money and 3 brothers who do not say on their advertisements they are a broker and  will be passing my belongings on to another company. I am now dealing with 3 Brothers Moving & Storage, ****** Moving Systems and who supposedly has my belongings now, an Arrow Trucking Company. 

  I Do Not have any confidence in any of these companies, they ( Arrow Trucking) says they have my things in a warehouse in ***************. I do not want them or trust them to deliver my things and want them returned and refuse to pay anymore for their safe return. The man I was dealing with ( ***************) said I had to pay the full price of $7722.41 with $7476.28 paid, balance was supposed to be $246.13. He said they will return my things to the pickup address with the balance of just under $1000.00 and now with the charge of $600.00 plus a month storage fees times two now for over upwards of another $1500.00! These companies cannot be allowed to take my things, take them for a ride then deposit them in a warehouse and then return them to me for the sum of upwards of $10,000.00!!!  If these are acceptable business practices here in ******* I cant imagine what could happen if I had had a full household. The manifest lists 62 items. 62 freaking boxes with the majority of them med to small. 

  i want my things returned to me with a 50% return of my money! This is robbery as sure as if they had come to my home with a gun and held it to my head. I grudgingly accept a 50% return as theyll gripe they spent money and manpower to come get my things. 

   

  Customer Answer

  Date: 03/15/2024

   The date of the pickup was Feb 9 / 2024.

  Customer Answer

  Date: 03/15/2024

  Upon more investigations on my part and following 3 Brothers DOT and MC government numbers they are not international shippers and neither are Arrow Trucking. They do not have an international broker or either ******** or US **** numbers allowing them to cross borders. 
  They knowingly took my money without the proper licenses to complete shipping.

  Customer Answer

  Date: 03/25/2024

  I had sent a response stating they did not reveal they are a broker only company and each time they passed on my shipping there was another charge. They deliberately mislead me and I am not satisfied with the response the complaint had been closed. It isnt closed.

• Initial Complaint

  Date:02/28/2024

  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.

  Company hassle me into this contract by breaking the cost down form ******* to ******* so i agreed upon the day of pick company quoted me another price to move my items ******* on top of my ****** deposit and now they are refuseing to return my deposit and they didn't do the job. Until 2/ 27 they have not reached out to me after telling me that my claim was being reviewed. All i want is my money back. I said the gentleman that ****** me in this contract that i am going to give you this money an then thats when i was going to have problems. The communication with this company is terrible and i am get hung up on now when i try call after i tell them who i am.

  Business Response

  Date: 03/14/2024

  In accordance with the terms of the contract, all refund requests must be submitted within 72 hours of signing to qualify. Additionally, if services are initiated, the contract becomes ineligible for a refund. The estimate for this job was signed on January 27th, and the cancellation request was not submitted until February 15th, when the movers were already on site.

  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: Saturday, 01/27/2024 01:41:23 PM (ET)
  Document Signature Name: *************************
  Document Signature Email: ********************
  Document Signature Date: Saturday, 01/27/2024 01:43:58 PM (ET)
  Document Signature IP Address: **************
  Internet Browser: Chrome
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• Initial Complaint

  Date:02/27/2024

  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.

  Transaction date 1/12/24 #******* $1475 for a move. Called 1/13/24 and spoke with *** told him that I needed to cancel and he told me that he would process a refund for me. (This was on a recorded line) No refund in 2 weeks followed up and nobody could give me status. Month later Im finally told that Im not getting a refund and *** doesnt have authority to offer that. Would have never canceled if I knew that. Email was sent 2/21:Attention Accounting,Since I can't personally speak with you I wanted to email about the refend that *** had promised me on 1/13 (you can gladly pull that call and listen to where that was promised). I really connected with *** and trusted him in the regards to my move. Now I'm being told that I'm not getting a refund. I would have never switched companies if I knew I wouldn't be getting my money back and if *** would have been honest and told me that. I feel like I'm *********** my full refund or even some of that money back, I'm even willing to work out something with ya'll.This has been over a month now and im just finding out about the no refund after talking to 5+ different people about this and not receiving the letter that someone told me that i would be getting. I look forward to hearing back from you soon,-***********************

  Business Response

  Date: 04/15/2024

  Per the contract you signed estimates booked within 5 business days of the move are not eligible for a refund. I have submitted it to be reviewed by the management team again for further consideration. 

  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, 01/12/2024 11:56:35 AM (ET)
  Document Signature Name: ***********************
  Document Signature Email: *****************
  Document Signature Date: Friday, 01/12/2024 12:05:48 PM (ET)
  Document Signature IP Address: 70.177.93.76
  Internet Browser: Safari
  ------------------------------------------------------------------------------------

   

  Customer Answer

  Date: 04/16/2024

  I received a call last night from Rich saying they would cut a check for $600 on Thursday and mail out Friday. I would like to keep this case open until I receive the check.

• Initial Complaint

  Date:02/26/2024

  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 am in the ****** Sates Air Force on active duty trying to move prior to departing out of state on military orders and the services I contracted were not completed. The services I did receive did not reflect 3 Brothers Moving quality assurance and professionalism statement. I am out time and money for services not received. Not only is my property damaged but my rental dwelling is damaged as well. Resulting is the potential forfeiture of my security deposit by my landlord. Attached you will find the estimate, the quality assurance statement, and my email to customer support which I currently do not have a response.

  Business Response

  Date: 04/15/2024

  As outlined during the initial setup process, our service estimate, provided in the quote, primarily relies on the cubic footage of the space required. To ensure accuracy, we request a comprehensive inventory of the items to be moved. Without a complete inventory, we cannot guarantee an accurate estimate.The crew reported additional items at the time of pickup, leading to supplementary charges. We regret any inconvenience this may have caused.Regarding the damages incurred, you will need to contact the carrier directly to initiate the claims process. Please feel free to reach out if you require any assistance or further clarification.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21351002
  
  I am rejecting this response because:
  

  As documented, the related items were listed over the phone with ******************.  After moving 2 items, I was informed of multiple upcharges by individuals who were not properly prepared to move/pack anything due to the lack of quilted moving blankets for wrapping of all furniture, tools to disassemble standard furniture, and overall professionalism (all outlined in the estimate). Also, the complete lack of knowledge that was made clear about my couch prior to signing the "ESTIMATE".

   

  Also documented in my complain, the "Moving ESTIMATE" (attached) states "Estimated volume: 300cf." This in no way, shape or form clarifies that this is a maximum nor was this made clear while on the phone with ******************.

   

  I still ask for a full refund of all charges and will contact the carrier for damages. I will also state that assistance in doing so may be required per paragraph 4, 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER.

   

  Thank you for your response and I look forward to resolving this conflict in a professional and expedited manner.

  Respectfully,
  
  *************************

  Business Response

  Date: 06/04/2024

  Any claims of damages during the moving process must be submitted to the carriers insurance. If you need further assistance please reach out to customer service and they will be able to assist you. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21351002
  
  I am rejecting this response because:

  This is the third or fourth time, you have mentioned to file a claim with the carrier. Yet, I am unable to do so due to not having a Bill of Lading with that company. I, instead, have a Bill of Lading with 3 Brothers Moving & Storage LLC. The Bill of Lading would have the information required to complete a claim. Since I do not have a Bill from Tic Tac Relocation, I am unable to submit the claim. 

  I have reached out to Tic Tac Relocation on the 15th of April. The attached picture, and the text below, shows a portion of that email chain. Tic Tac Relocation had reached out to you for the required information to be provided and seeing how I am still awaiting details of this matter, you have failed to provide the requested information resulting in me still not being able to file a claim. 

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  I did not have a contract with TicTac Relocation therefore I do not have documentation. I contracted through 3 Brothers Moving & Storage LLC. I have files that were sent via complaint to that company with a timeline and sequence of events that day.  Yes, I cancelled the move due to the movers dropping my couch off my balcony and destroying it. Thank you for putting me in the right direction!
  

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  Ok, thank you. We'll reach out to the broker, 3 Brothers, and determine the best way to proceed since I dont believe an insurance claim can be done since we did not actually do any work and a Bill of Lading with our company to document a bill for service. I will update you when I have more information to move forward with.

  Thank you,
  TicTac Relocation

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  I will state again, from the contract per paragraph 4, "3 BROTHERS MOVING & STORAGE LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER."

  3 Brothers Moving & Storage LLC [you] will act on behalf of the customer [me] in resolving any claims. You and your company are neglecting to hold up your end of the contract in this matter and are taking ages to respond with puny one-liner messages that hold no value. This incident happened in February of this year and you show little to no effort in coming to any resolution.

   

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

  Business Response

  Date: 07/22/2024

  All claims need to be processed by the carrier as the damages in question was done by them.  And the claim information should have been provided to you already. 

• Initial Complaint

  Date:02/26/2024

  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.

  On September 1st, 2023, I contacted 3 Brothers Moving & Storage for a quote to move our belongings from *******, ** to *********, **. I spoke to ************************************** on the phone, who I believe is the owner of the **** and decided to hire them for the move. He asked for a $600 deposit and said he will schedule our pick up for September 2nd in the morning. The deposit was sent through zelle since we needed this service done quickly since I only had 10 days to move to my duty station with my wife. It is the next day, in the morning, my wife gets a message stating that 3 Brothers Moving and Storage was unable to find a crew to assign to our move. They also offered us our refund of $600, which we were relieved about. We were sent an email, September 11th, 2023, stating our refund is being sent by paper check and will take 14 days to process. I am making this complaint because they have failed to refund us our deposit. It has been almost 6 months and they continue to make excuses on why they havent refunded our money. My wife and I have called 3 Brothers many times to complain and theyve made many excuses on why we havent received it. We called again on February 20, 2024 for answers to which they said the supposed check was sent in October of 2023. We never received anything, so customer service of 3 ********************** cancelled the previous check and sent a new one which we have been waiting for, for a week now. My wife and I have lost hope that 3 Brothers Moving & Storage will return our money. All I want is a refund from this company. Please help. Thank you for your time.

  Business Response

  Date: 04/15/2024

  Based on the file notes, we previously reached out to the customer in October to confirm the preferred mailing address for the paper check, unfortunately without receiving confirmation. Subsequently, the check was sent to the address provided during the customer's call on 2/20. To rectify the situation, I have initiated the cancellation of the current check and arranged for a new one to be promptly sent to the customer.

• Initial Complaint

  Date:02/17/2024

  Type:Product 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 Oct 2, 2023 I asked these people to move my military, ************** items in **** to his ******* base. They insisted I send a picture of a check for $600. I had to cancel 2 days later, which is a full refund per contract. I call they dont answer, hang up on me, or if they do talk to me they just keep lying saying they have sent the check refund to me. I have contacted a lawyer with still no check returned. Many people have apparently had the same problem not getting their money back per Trustpilot website. How can we allow companies to operate in the ** that continues do this to consumers? Someone should put a stop to these scammers. Please know this is not the same 3 Brothers moving and storage company operating in ******, ****, which is who I thought I had contacted.

  Business Response

  Date: 03/02/2024

  I have it noted on that on 2/10 a stop pay was issued you for the check that previously issued. I have requested an update on the status of the new check being issued. 

  Customer Answer

  Date: 03/09/2024

  I reviewed what 3 Brothers told you. They have been saying they will send my refund check for several months and never do. They will not answer my calls now. This is unacceptable and I wish for you all to continue this investigation.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21307606
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  Customer Answer

  Date: 03/28/2024

  I reviewed what 3 Brothers told you. They have been saying they will send my refund check for several months and never do. They will not answer my calls now. This is unacceptable and I wish for you all to continue this investigation.

  Customer Answer

  Date: 03/28/2024

  The last email indicated you need more information. Can you tell me what additional information you need from me? ************ 

  Customer Answer

  Date: 04/09/2024

  3 brothers has still not sent me anything and continues to put me on hold, and then disconnect me. I have not received my refund check for $600! They always have an excuse to keep putting me off.

  Business Response

  Date: 04/23/2024

  The refund for this customer has been processed and we have confirmed its dispatch through the mail. We apologize for any inconvenience caused by the delay in receiving these funds. Thank you for your patience.

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 21307606
  
  I am rejecting this response because:  3 Brothers has been telling me that they have sent the check in the mail more then 3x's over the last 6 months. They have not sent me anything and every time we talk they say my address perfectly. When I speak with someone they will just say it got lost, they will reissue the check, and we go through this over and over. 
  
  Sincerely,
  
  ********************

  Business Response

  Date: 07/23/2024

  Our records indicate that the customer has received the funds. 

  Customer Answer

  Date: 07/23/2024

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