Complaints

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

• Initial Complaint

  Date:01/16/2024

  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.

  Signed contract to move furniture from ********************************************************* to **********************************************. Pick up 1/13 or 1/14/24. 373 cu ft and was told by ************************* all furniture I listed would fit. $1,830 total charge, $830 deposit and remainder to be paid upon delivery. Delivery to be in two to H***236***83131353439H days.. on 1/12/24 ******** ************** called from 3 Bros and told me I would need more space and wanted more money. Call *** at **************, he answered and said 110% it would fit. /14/24 *** Moving Systems showed up to do the job. Charged extra for wrapping which *** told me bubble wrap and blankets were included. Told needed more money for the items which were less than originally planned. Total bill would be $2538.75 and need to pay cash or check $1281.56 now and balance of $427.19 upon delivery. Requested delivery date in the next 2 days and told they would put in schedule for 21 days to be scheduled. Called *** H32***8323735***33930H SYSTEMS, **********, **, ***** #*** 1/16 called talk to ****** (Sat. Talked and said he was **** so not sure of real name), ************** and told would let me know about delivery date in the next couple of days. Called 3 Brothers Moving Stoarge to get date for delivery, reference # L1879670. Feels like bait and switch and not confident I will get furniture undamaged. And agreed it was to be set up when delivered. Please advise what actions are available for us. Also, anything you can do to make this right is appreciated. I did call on Friday night and Saturday and spoke to the answering service, same woman at ************** I was advised the contract can be given to another company and the other company can request more for the additional cost. Also told 1/2 balance due on pick up and final payment on delivery. Dates made based on our availability due to multi family medical appointments and I took vacation. I am 2 hours away from house where furniture to be delivered. Family antique furniture, pic Pic of items avail

  Customer Answer

  Date: 01/18/2024

  I was told the company who picked up the furniture was professional, polite and prepared the furniture properly.  I would like to know when to expect delivery

  Business Response

  Date: 01/29/2024

  The customer was scheduled to be delivered today.

  Customer Answer

  Date: 01/31/2024

  Furniture received and one bed put together only.  The other bed not put together.  I will have to pay to have this done.  Told furniture would be put together.  Also extra cost of $700 paid for the delivery and did not have as much furniture as what was on the list. Paid for furniture to be wrapped, that was an extra cost that I had to pay when I was told it was part of deal.   I should have a refund coming

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21153059
  
  I am rejecting this response because:
  
  Furniture received and one bed put together only.  The other bed not put together.  I will have to pay to have this done.  Told furniture would be put together.  Also extra cost of $700 paid for the delivery and did not have as much furniture as what was on the list. Paid for furniture to be wrapped, that was an extra cost that I had to pay when I was told it was part of deal.   I should have a refund coming
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/05/2024

  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 **** LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW **** LBS. WILL BE CHARGED AT THE **** 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: 02/05/2024

  The bed that was put together is very loose and not safe.  I will need to get someone in to fix this.  The delivery person was polite and helpful.  The customer service when I have called 3 ********************** has been polite and helpful in explaining things and I believe to help move the furniture along for delivery.  I paid for it to be delivered and set up and have to find someone to set up.  Also I was charged more than quoted.  I cut my order down from the original move too

• Initial Complaint

  Date:01/13/2024

  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.

  On 11/5/2023 we put a deposit of $800 via venmo with company 3 Brothers Moving & Storage for moving services (for move planned for 12/11/2023). We decided to cancel the services on 11/7/2023, which was within their 72 hour cancellation policy. They acknowledged and accepted our cancellation via phone call as well as through the attached email. We followed up with phone calls on or about 11/14/2023 and they stated a paper check for the deposit refund was on the way. We sent a follow on email on 1/5/2024 without response. As of 1/13/2024 we never received a refund for our down deposit or any correspondence from them.

  Business Response

  Date: 02/01/2024

  As previously informed by **************** the refund has been sent to our accounting team and they will be issuing the refund within the discussed time frame. 

• Initial Complaint

  Date:01/12/2024

  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.

  In October, 2023, I contacted 3 Brothers Moving & Storage and spoke with salesman *************************. After describing the move I needed in great detail from ***** to ********, I hired 3 Brothers and paid $1,479.00. My conversation with ******************** and the contract set a pick-up date of November 14 with the possibility of November 15. Despite promises that I should contact ******************** anytime during the process for his help, not a single call to him was returned. On about Nov 14, I became concerned that they were not sending a sufficiently large truck. They suggested I pay an additional $2,215.50 which I was told I would be refunded if the larger truck wasn't needed. I called several times a day between Nov. 10-Nov. 15 asking for more information and time frames. My messages were not returns and I would have to call again. Each instance when I was given a time, they did not meet that deadline. Finally, after being promised a pickup between 4pm-6pm on Nov. 15 and having no truck arrive, I called at 6:00 pm and was told the truck broke down and they would try to come the next day. Because it was urgent that I vacate my house, I could not rely on another broken agreement, and I informed the company that I was cancelling the move so I could hire another mover. I was told over the phone that "my refund would be processed on Friday." Since Nov 15, I have made numerous calls and sent a letter. Each time I got through I was promised a return call to give me the "status of the refund" but never received a call. Each time I was led to believe that I just needed to wait for the processing to be complete. Only on Jan 12, ****, was I told that I would not be receiving a full refund. This company took advantage of the stress of a move to coerce additional deposits and demand extended deadlines. I can imagine the bounty they would have required to release my household goods if I had let them follow through with a delayed move. I paid $3,694.50 and received no services.

  Business Response

  Date: 02/01/2024

  As per the terms of the contract, you are entitled to a full refund of the deposit if requested within 72 hours from the time of booking. However, I regret to inform you that the cancellation was received after this window had elapsed. Additionally, while we understand the inconvenience caused by the slight delay in our drivers' arrival, the cancellation was made when they were already en route to the pickup destination.
  Your move was initially booked on October 23rd, with the pickup scheduled for November 15th. Unfortunately, this places you outside of the 72-hour timeframe required for a full refund of the deposit.
  Despite this, our customer service team empathizes with your situation and is eager to find a resolution. As a gesture of goodwill, we have offered a partial refund of $500.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21139067
  
  I am rejecting this response because:

  This was not, as implied in the business' response, a cancellation because I changed my mind and simply didn't need the moving services.  I had to hire another company at the last minute in order to meet deadlines on my end of the transaction.  This caused me significant financial damages.  The business's moving truck was, in fact, not "on the way" because I was informed that the truck had broken down and I was not told that a replacement was on the way.  Prior to the move, I had to call the business continuously to get information on the scheduled arrival of the moving truck, and while told I would get calls back by certain times, my calls were ignored.  After the business missed their obligation to show up at the agreed date, I was told for well over a month that the refund was "in process" and never received a call back as promised.  The maximum loss to the business was to pay the truck driver (if he was actually en route)--they did nothing else to justify keeping the full deposit which was to cover the packing in ************** and the delivery and unpacking in ********.  The business purports to have recorded all phone conversations and I have contemporaneous notes of all communications which support my position.  I am *********** a refund of *********** because the business breached its promises to my detriment.
  
  ******************************************************

  Business Response

  Date: 02/14/2024

  As per the contract if cancellation is received outside of the 72 hour window from the time of originally signing the contract the deposit is non refundable. 

   

  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: Tuesday, 10/24/2023 03:35:52 PM (ET)
  Document Signature Name: *******************************
  Document Signature Email: **********************
  Document Signature Date: Tuesday, 10/24/2023 03:44:56 PM (ET)
  Document Signature IP Address: 66.36.121.19
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21139067
  
  I am rejecting this response because the business does not do anything but repeat its prior claim.  It does not respond to my allegations that the business breached its agreement.  Therefore, it is the business's failure to provide the promised services that entitles me to a refund.
  
  ******************************************************

• Initial Complaint

  Date:01/11/2024

  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.

  On December 8, 2023, 3 Brothers Moving and Storage was supposed to be at my house at 8am to pack and move ** to Cypress, ** from the Montrose area of *******. They rescheduled the move to the following day because they said I did not answer my cell phone when they were on the way to my home. On December 9, 2023 a driver and helper showed up at my home. The driver walked into my garage and immediately said that he could not do the move for the agreed-upon amount, and that he needed at least twice the amount to move us. We rejected this sudden estimation and insisted he move us as agreed by his management. He proceeded to our second floor and started removing the feet to our sectional and removing the cables to our TV. He wrapped the items for moving. He stopped and requested additional funds. We again rejected his tactics. I tried to contact 3 Brothers at all the numbers I had for them but had to leave messages. I finally sent a text to *******, one of the brothers, stating that due to his driver asking for double the money, I wanted to cancel our contract and get a refund. He texted since I am canceling I am not *********** a refund. He did not address the doubled fee. I found another mover coincidentally named 3 Brothers Moving located in *******, ** and he said this happens all the time since the two companies are similarly named and the FL ******* tries this tactic often.

  Customer Answer

  Date: 01/25/2024

  I noticed some errors or missing information on this complaint.  I wish to recover $500.00 as a refund for services NOT rendered.  Also the dates of the occurrence were December 9 and 10, 2023.

  Business Response

  Date: 02/02/2024

  The estimate provided by 3 Brothers Moving & Storage is calculated based on the anticipated space required for the disclosed items within the truck. Any additional items or larger-than-expected items will naturally result in an adjustment to the estimated price, in line with standard industry practices. During communications with the crew dispatched to facilitate the move, it was communicated that additional items were requested to be included in the ************** per the contract if services are cancelled at the time of service the deposit is nonrefundable. 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21133064
  
  I am rejecting this response because:

  3 Brothers states their estimate was calculated on truck space and additional items or larger than expected items would result in an adjustment.  While this may be standard business practices, the driver told us our amount was doubled as soon as he entered ********** and without having seen our belongings.  We had no additional items or larger than expected items in ********** or anywhere else.  So how could he state that his fees are now doubled?  Furthermore, 3 Brothers states that the driver communicated to them that we had either more items or our items were larger than expected.  This is untrue as the driver did not communicate with anyone while he was standing in ********** upon his arrival.  I will not be satisfied until my $500 is returned as this company felt they had us in a compromised position and could charge whatever they desired.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/14/2024

  The list of items you provided us totaled 34 pieces and based upon the movers account there was more than 34 items wishing to moved at the time of pickup. 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21133064
  
  I am rejecting this response because: the response is totally untrue.  The main driver requested double the fee before even entering our living spaces.  He doubled the contracted amount upon entering **********.  This is a prime example of trying to obtain more money from a consumer when a business feels like the consumer has no other options.  The driver and your company felt we HAD to move that day (you even delayed our pick up by one day just to increase that pressure) and immediately requested double the contracted fee.  You owe us our deposit of $500 as you in no way lived up to your contract.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/11/2024

  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.

  The company sold my job and under used it and then when the guy got there yo move me only had a pick up truck and a Covered trailer. The company they knew I had a 4 bedroom house and needed 4 guys and a big truck. The guy said at my day of move he was not moving me due to sq footage was not right. We both called the main company and they said if I cancel I would get my refund from the customer service person on the phone. the cancellation was the day of the move within the 72 hrs!!! And I had to cancel bc they tried to charge me $14,000 to move my stuff 5 mins down the street. This job was about $1700 -6 months earlier. I had to call another company to go the move. They knew on the phone that I was canceling the day of the move which was December 9 with the woman on phone with customer service. And the lady on the phone told me I would get a refund in 3 to 5 business days. Then multiple phone calls that the check was sent and in mail. That there was mail delay. Then a month later I still didnt get the check they came back and said I was out of 72 hrs cancel window. Which wasnt true. This company is nothing but scamming people out of money and when they get to the move they up the price or get you to back out so they keep your deposit. . There was no way that he was going to move it with just his truck and a trailer. The mover said he wasnt doing it! So he called you all to let you know to discuss this. The cost went from $2300 to $14,000. This was outrageous and obvious that you all were just trying to get me to back out. I was stuck and had no one else to move me and you all scammed me by underbidding and selling this to another person in ** and then they showed up and didn't complete the move!I paid $650 deposit to venmo and I want a refund. The lady in phone said I would get a refund! I called all December also and said the check was in the mail.Im going to *** you all if you dont refund my money the full amount!!!

  Business Response

  Date: 02/01/2024

  ******,

  During the booking process, we strive to gather as accurate a list as possible of the items you intend to move. This is crucial because the estimate provided by 3 Brothers Moving & Storage is based on factors such as the volume of space required and any additional services that *** be necessary. Following your inventory discussion with our booking agent, a total of 49 items were recorded. You were then presented with this list for your review and confirmation of its accuracy.

  
  Upon the arrival of our drivers for pickup, it was discovered that there were significantly more itemsover 300 items in the garage alonethan initially accounted for. Furthermore, there were additional packing supplies needed for items not included in the original estimate. As with any service provider, when the scope of work increases, adjustments to the final pricing are necessary to reflect the additional labor and resources required.

  
  It's important to note that estimating based on the number of rooms is often unreliable, given the variability in the quantity and size of items people possess. We aim to provide as accurate an estimate as possible based on the information provided during the booking process.

  
  Regarding refunds, our policy stipulates that requests for a full refund of the deposit must be submitted within 72 hours of booking the move. Additionally, if the carrier is on-site and actively engaged in providing the service, the deposit becomes non-refundable.

• Initial Complaint

  Date:01/11/2024

  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.

  3 Brothers Moving & Storage ************************************************************************** Phone: *************************** DOT #: 3840883MC #: ******* Job #: ********************************************************************* *********************************************************** I booked this mover on December 14th & paid a deposit of $605. During the quote process, I asked whether I could send in a video or pictures, my point of contact, ******** (*****) ****** declined. He said that would not be necessary. That was something that was different to my past moving experience that was a bit perplexing. Prior to the pick-up date and to the end of the cancellation window for my contract, I contacted this company requesting that they confirm whether they were a broker or carrier since I had only recently learned about the difference shortly after signing the bill of lading. I had only worked with a professional mover once before and they were the carrier and we had a positive experience with them. I had also researched 3 Brothers online and found positive reviews including this one: ***********************************************************************************************************. I wanted to get an understanding of whether my quote was accurate so that I could avoid undue stress, particularly given that I am a high-risk pregnant individual. When I kept asking my question both via text and via email, I only got evasive answers. I explained my condition to the company, and the representative kept assuring me that we would be well cared for. The day of pick-up came, much to my disappointment and angst, a different company showed up, the actual mover, and then had litany of new charges. I immediately called ***** and his colleagues about this requesting that my deposit be returned as they did not act in good faith. They refused to refund me stating that I breached the contract by cancelling the day of! They did not disclose that they were a broker in clear terms thought I asked in clear terms as will be evidenced in the attachments.

  Business Response

  Date: 02/02/2024

  All documentation clearly outlines that 3 Brothers Moving & Storage operates as a moving broker. Upon booking, you received a Bill of Lading detailing the chosen carrier for your move. This crucial information is readily accessible on our website and various review platforms. Additionally, our contract explicitly states that in the event of service refusal during pickup, the deposit becomes nonrefundable.

• Initial Complaint

  Date:01/07/2024

  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 was moving from ******** ****** to **************. I reached out to 3 moving companies for Quotes .3 brother was the first to respond and when I spoke to them , they were very nice and cordial. When I told them I was waiting for 2 other quotes they put on aggressive charm , telling me they would like to have the business on the books for Dec . Because it's not busy and because my delivery was not where they had to stage my stuff - just put it in my sister garage first level . They could give me a deep discount . I did an inventory list and the quoted me *****. I gave him ***** deposit via credit card .In writing . As you know moving is emotional and I have lived in one place for 11 years , I had to sell most of my stuff and I packed everything myself . As the move approached no one reached out , I left about 2 messages and finally got someone to call me back .He wanted to do a new inventory list . We went room to room and counted everything and it was legitimately more than I thought .He wanted more of a deposit . And it had to be cash or personal check because it was so close to pick up. I told him i didn't have the cash and this entire move would be paid for by credit . I was broke .I was going to be homeless soon - my sister loaned me the money and she took a pic of a her personal check .On the day of the move a truck shows up with no logo on it and 2 men that barely speak English . He knows nothing , nothing about how I packed everything or that it's not being staged in ************** etc. after he finishes he ask for more money than I expected because there is more stuff than he expected .I tell him ******* already took care of that , I show him my sister's check .he tells me he's not aware .He gets on the phone .When he gets off the phone he lets me know that 3 Brothers sold my job to another moving company and that company sold it to another company his company Moving Prime.He did needed another payment &it needs to be in cash 3 bro told me I credit.

  Business Response

  Date: 01/18/2024

  Dear ********,
  We would like to extend our sincere apologies for any inconvenience caused by the oversight in transmitting the updated paperwork to the local crew following the ***************** call. As part of our commitment to delivering exceptional service, we have promptly processed a refund of $676 in acknowledgment of the glitch and the resultant delay in receiving the necessary documentation.
  We recognize that it may be challenging to recall every detail concerning the items being moved, especially when there are last-minute changes or adjustments to the inventory, particularly in residences with a long history of occupancy. To address this, we conduct a thorough ***************** call a few days prior to the scheduled move, allowing for any necessary modifications or updates during the pickup.
  It is essential to note that the estimate provided by 3 Brothers is intricately linked to the spatial occupancy of your items within the moving truck, considering that the items list is subject to change. Consequently, if there are additional items that occupy more space within the truck, the final price may be adjusted accordingly.
  Furthermore, we would like to draw your attention to the documentation from the pickup process, which clearly outlines the requirement for packing supplies to be provided by the local crew. These supplies are crucial to ensuring the safe transportation of your belongings. Please be advised that packing supplies are not included in the initial estimate and may be availed at an additional charge.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21109151
  
  I am rejecting this response because:

  I appreciate your willingness to finally communicate . However I'm not sure what addition material you are talking about . I tirelessly packed all my own stuff for 3 months , every single item .During pick up the two man crew may have added additional tape to my boxes and constructed an additional box out of a box that I already had for a large picture I had of ******************************

  They wrapped things in blankets which we paid for separately when we asked to keep them in ************** to BorazTranz the 4th vendor. 

  I have every item still packed in ***************** undisturbed .If you would like pictures I would be happy to send them to you 

  When you say you will refund me - where will this refund take place , on the credit card I originally gave you in November 2023? I feel there is a lot of room for confusion when your mention "refund " becasue I'm not aware of being refunded. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 02/01/2024

  Hello *****, 

   

  Thank you for all your help with this case . I have since posted this issue on Next door /trust pilot  and a few other sites and have been overwhelmed with similar stories about this company. Although I was hoping for some kind of fair response with refund by them upholding their original contract . I really want this to stop happening to other people. Countless people wrote that they had no idea they were brokers and not movers - . Having this complaint on their profile for 36 months is the best result I could hope for - thank you again for your help. 

   

  Maryann 

  Business Response

  Date: 02/02/2024

  The paperwork provided at the time of pickup contains a comprehensive breakdown of all charges incurred. This documentation includes an itemized list of the packing supplies utilized to ensure the safe transport of your belongings, as well as a detailed inventory of all items moved. Refunds will be issued via paper check, therefore it is important to ensure that customer service has the correct address on file to facilitate refund processing

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21109151
  
  I do not accept the response because it does not address the items of price changing every time I met with a new vendor and that you were a broker and not a actual mover, however I would like this to be OVER - If you didn't have so many subcontractors involved, you would be 100% sure where to send a paper check .

  *************************************;

  ****** ** 28451 
  

  You have created chaos where there does not need to be any - I have read at least 50 reviews on websites such as Trust pilot / yelp / Consumer advocacy and Next door that recant similar experiences. This isn't the first time I've moved nor is it the first time I moved across the Country. This was a very emotional move for me and one that I didn't want to make. I obviously didn't have my **** about me to make such a huge mistake and be taken advantage by a company with no customer service and one that could care less about my business once they got my money .

  I would like to receive the Refund as soon as possible and never deal with you again .I can only hope you have the future you deserve .

  Sincerely,

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

  Customer Answer

  Date: 02/26/2024

  They are not going to do anything about this , i am not satisfied with their answer I never received the refund check they claimed they sent it been over 30 days . You can close the complaint . 

  Customer Answer

  Date: 02/26/2024

  Ok - I will ride it out 

  Business Response

  Date: 03/14/2024

  There was no intentional action on our behalf. There was an error and we took ownership in our part of the error and corrected said error. Any additional accessorial charges outside of that are applicable as per the agreement. 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21109151
  
  I am rejecting this response because:

  I had no idea that 3 brother would sell my job to Cheetah moving who would sell my job to Moving prime who use subcontractor Boraz movers . Each vender having their own conditions. When I went back to the digital forms that were given to me in our original conversations they were taken down and I could not access them . 

  Still no sign of that said $600. refund - and it had been 90 days now . It is a perfect example of what I'm talking about- you say one thing and do something else or nothing . 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/04/2024

  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 12/23/2023 I requested a quote from 3 Brothers and a delivery date of 1/2/2024. *********************************, sent me a quote for $2300 and I was told to pay $1100 deposit, which I did.3 days later another person named ****** gives me a quote for $6400 telling me I have more items than I mentioned in the previous quote.The next day I paid another $1900 for deposit, and was told if my items takes less space than the quote( 960 cf) which is half the truck, then the price will drop.The truck showed up to my location almost half way full.After loading all of my items and even being told I have to leave stuff behind or I'll get charged more.The truck was just a foot over the half way **** 660 **** cFt is what I had filled up After reaching out to 3 brothers I was told I have to pay the 50%of the remaining balance at pick up, and they will refund me $200 and to call on 1/2/2024 (date of delivery) to discuss the price drop.It is 1/4/2024.i moved in 3 days ago and have absolutely nothing , my truck is nowhere to be found, 3 brothers is giving me the run around on they don't have an answer on when it's being delivered.I've asked to speak to a manager multiple times but failed to reach one.Thus business/company/circus is a joke and should be shut down for fraudulent quotes and stealing honest working customers money.Absolutely ridiculous customer service.

  Customer Answer

  Date: 01/09/2024

  After bringing my stuff with a 18 ******* and telling me it won't fit (clearly enough space for it )

  Had to transfer to a uhaul and charge me $960 for the $49 uhaul 

  I didn't have the funds and agreed to pay at a later date. But they didn't accept and said we'll stay and charge you $650 per day 

  At the end I had to come up with another $3000 to get my own stuff from these thieves calling themselves a company 

  The picture is the 18 ******* and my stuff only filled the *********** of It 

  No where near 960CFt 

  Business Response

  Date: 01/18/2024

  As previously communicated, an additional space was initially charged as an overestimate to ensure ample room for the items you wished to move. We have promptly submitted the $200 refund to accounting, as discussed earlier, to offset the difference. As stated you will only pay for the space in which your items occupy within the truck. 
  The paperwork provided to the driver indicated the First Available Delivery Date as 1/2. However, it's essential to clarify that this date, as listed on the pickup paperwork, does not necessarily denote the actual delivery date but marks the beginning of the delivery window. Notably, your items were delivered as of the 9th.
  The constraints imposed by ***** regulations on the operational hours of truck drivers are crucial for their safety and the well-being of everyone on the roads. Considering the mileage of your move, the ***** guidelines stipulate a delivery window ranging from 3 to 21 business days. It is important to highlight that your items were delivered on the 5th business day of this window, well within the prescribed ***** timeframe.

  Customer Answer

  Date: 01/21/2024

  I was charged way more than the space my items occupied 

  I never recieved the $200 refund 

  Your management has yet to call me 

  Your business is a joke

  You are all liars and thieves 

  From *********************************, to the top owner ***********;

   

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21099500
  
  I am rejecting this response because:I was charged way more than the space my items occupied 
  
  I never recieved the $200 refund 
  
  Your management has yet to call me 
  
  Your business is a joke
  
  You are all liars and thieves 
  
  From *********************************, to the top owner ***********;
  
   
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/23/2024

  As previously stated on several occasions this has been submitted to our accounting team and the funds will be processed back to you. I apologize that we over estimated by your space by roughly 55 cubic feet to avoid issues on pickup. Unfortunately these processes do not happen instantaneously. It has been roughly 8 business days since delivery. This will be processed as quickly as possible. 

  Customer Answer

  Date: 01/23/2024

  First off, it wasn't 55 cubic feet over estimated, it's 200 cubic feet over. And even with that, 55 cubic Ft = $330 not $200.

  The total estimate of 960 cubic ft was absolutely over kill when I only have 700 cubic ft.

   

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21099500
  
  I am rejecting this response because:
  My issue is the total payment I made which is $3010.20 to 3 Brothers  plus $3500 to the ************** 

  And an extra $3000 to the delivery movers. And still had to rent a uhaul and bring my stuff in myself 

  You are procrastinating to refund $200 wich is a joke 

  700 cubic ft = $4200 

  You over charged me for 960 cubic ft plus the extra charges 

  i was told at delivery we will talk about reducing the final price and that never happened 

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

  Customer Answer

  Date: 01/30/2024

  And this is proof that you 18 ******* truck lied when he said he can't fit or he is just an incompetent driverand had to transfer to a uhaul just to charge me an extra $960 

  I still haven't heard back from the company and never recieved my refund 

  Once again this business should be shut down due to fraudulent activity and stealing money from people. 

   

  Business Response

  Date: 02/02/2024

  The sole additional fee incurred stemmed from the customer's unavailability of funds at the time of delivery. As outlined in the Bill of Lading, failure to pay upon delivery incurs an additional fee. The carrier, accommodating the situation, assessed a waiting fee instead of resorting to storage in transit, which would have resulted in significantly higher charges. These are the only additional charges within our knowledge. The agreed-upon refund has been submitted for processing, in accordance with our prior communication.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21099500
  
  I am rejecting this response because:

  The reason I didn't have the extra fund on delivery is because your driver had to switch from his 18 ******* to a uhaul truck and wanted $960 extra. Where clearly the 18 ******* could have fit with no issues 

  You were supposed to change the total final price on delivery because of the over charge of space.

  But instead you transfered from the 18 ******* to a uhaul.and wanted the extra.

  Your just beating around the **** at this point 

  you are not answering the real cause of the issue which  is OVERCHARGING FROM THE BEGINING and over charging for the transfer from your truck to the usual for no apparent reason but to overcharge

  Your refund of 200 has not been received its been over a month now.

   

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

  Business Response

  Date: 02/23/2024

  We have sent the request for an update. 

  Business Response

  Date: 03/02/2024

  It has been explained that the refund has been submitted and all additional fees at delivery are applicable as the customer was not ready to accept delivery at the time when delivery was attempted. 

• Initial Complaint

  Date:01/01/2024

  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.

  The Date of the Transaction was on 12/11/23 with ********************************* ( **************** Representative ) I told him that I had a fully furnished three bedroom apartment and I needed everything to be put into storage for five days and moved into the apartment afterwards. We agreed to a price of $1600 with a $600 Deposit to put everything into storage on 12/30/23 and moved into the apartment on January 5th. They took $600 directly out of my back account. I have attached a copy of the check withdrawal. The apartment was available sooner so it was going to be a straight move with no storage involved and only one move instead of two. I called ********************************* about six times and he said he would call me back and never did. I tried to renegotiate the price with *********************** and she refused to adjust the quote. The movers came on 12/30/23 and stated that the cubic feet Three Brothers Moving estimated ( 318 Cubic Feet at $5 per cubic foot ) was not correct and that I had about **** cubic feet. Three Brothers Moving quoted the move incorrectly and the movers wanted to charge me another $3400 to complete the move. When I refused to pay above the quoted amount the movers left. When I called Three Brothers moving I spoke with *********************** and she refused to refund my deposit. Three Brothers Moving is a Broker who hired another moving company to move everything in my three bedroom apartment. It is illegal for them to keep my deposit when the services were not rendered. I gave them a $600 deposit and they refuse to refund me back the money for a move that they did not quote properly or complete. Three Brothers Moving Used Deceptive Business Practices and scammed me out of my deposit. Three Brothers Movings has had 33 complaints in the last three years because of deceptive business practices. This company is defrauding consumers. I Respectfully Requesting a Refund of my Deposit. I hired All My Sons Moving and they moved everything in my three bedroom apartment for $1362.

  Business Response

  Date: 01/12/2024

  ****,
  As discussed, our estimate is formulated based on the information provided during the booking process. By default, the system calculates the space required using generic item sizes. However, upon the driver's arrival, if the number of items or their size exceeds the standard, additional charges may apply to accommodate the extra space needed in the truck.
  To ensure transparency, the driver will present a worst-case scenario estimate for the space they believe the customer's items will occupy inside the truck. It's important to note that the driver is legally prohibited from imposing any additional charges for space once the loading process has begun. Should the actual items occupy less space than initially estimated, the price will be adjusted accordingly to reflect the accurate space utilized.
  Similar to other service providers, if the scope of work turns out to be larger than initially anticipated, there may be an increase in the overall job price. Regarding the deposit, please be aware that if services are canceled outside the 72-hour cancellation window or on-site, the deposit is nonrefundable. This policy is in place as services were attempted to be rendered, and expenses were incurred in relation to the move.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21081399
  
  I am rejecting this response because I feel it Violates The 2023 Florida Statutes for Household Moving Services.

  I have attached and highlighted the Violations of The 2023 Florida Statutes for Household Moving Services.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/25/2024

  As previously stated the estimate provided is a binding not to exceed estimate that is quoted for the amount of space reserved. 

  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 **** LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW **** LBS. WILL BE CHARGED AT THE **** 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: 02/05/2024

   
  Complaint: 21081399
  
  I am rejecting this response because: They Incorrectly quoted the move and used deceptive business practices.

  I will be filing a lawsuit in Small Claims Court if my Deposit is not returned.
  
  Sincerely,
  
  ************************

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

  Business Response

  Date: 02/14/2024

  Please see our previous response. We are unable to offer a refund as per the agreement signed on the date of booking the move. 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21081399
  
  I am rejecting this response because: They Incorrectly quoted the move and used deceptive business practices.
  I will be Filing a ******************** this week and instead of Refunding My Deposit they can Pay a Lawyer to Go To **************************************** is Unethical and I will find other ways to Inform the Public of their deceptive business practices.

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

• Initial Complaint

  Date:12/31/2023

  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.

  I contracted with 3 Brothers Moving to pick up, pack, deliver and set up a 3 bedroom unit in ******** to **************. The move date was scheduled for 12/28/2023, the company was scheduled to move my belongings as contracted. 1. Another moving company showed up, evidently subcontracted by 3 Brothers. When negotiating the contract they assured me their employees were drug tested and had extensive background checks so I would feel secure in my decision to hire them as movers. They did not identify they would be subcontracting the work.2. The subcontracted movers disputed the items to be moved and demanded an additional $2,200 to move all the items, then when I refused offered to move them for $1,100. I did not so they did not move all the items as contracted, which included a 3-piece bedroom set and recliner.3. They refused to pack and secure the two dresser mirrors and tv as contracted without additional money. I removed the mirrors from the dressers and wrapped them for security. I decided to put the tv in my own vehicle for transport.4. The movers were scheduled to arrive between 8 am and 10 am on 12/28/2023 but did not arrive until after 12:30 pm and they did not make any effort to contact me to report they were late. Myself and two friends (all females) took off work to be there. 5. Once the movers realized I was not going to pay any additional money for the move they put boxes marked fragile on their dolly and bounced them down the stairs.6. Upon arrival in ** (two hours late) there were damaged items such as scratches on a night stand. I have not unpacked all boxes so I will update once that is completed.

  Business Response

  Date: 01/17/2024

  The provided estimate is derived from the inventory list submitted to us by 3 Brothers Moving & Storage. Any additional cubic footage resulting from larger items or the inclusion of extra items will be subject to charges at the agreed-upon rate per cubic foot. In accordance with ***** regulations, the driver is obligated to communicate the highest possible price before loading the truck. If the fully revised estimate is lower than the initially estimated revision, the driver is required to adjust the cost to reflect the actual space utilized.
  Upon reviewing the notes documented at the time of pickup, it appears that there was additional inventory, potentially from a secondary storage unit, which was not included in the initial inventory list. Furthermore, there is a reference to the need for packing supplies. When the moving crew provides packing supplies, charges for these materials will apply. It is important to note that, as explained during the booking process, packing supplies are not included and will incur an additional fee.