Complaints

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

• Initial Complaint

  Date:10/18/2023

  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.

  *All time stamps are CST/CDT*
  
  Account/Moving Number: *******
  
  I am writing to dispute a $700 refund check that I have not received. I sent 3 Brother Moving & Storage a $700 deposit to lock in a moving rate on April 27th, 2023 at roughly 2:30pm. I cancelled almost exactly 24 hours later, on April 28th, 2023 just before 2:30pm. The provided documents with time stamps are evidence of my claim. This was also well within the original 72-hour cancellation policy.
  
  It is now October 11th, and several attempts at direct communication with the company, between the initial transaction and now, have not resolved the issue. They have claimed to have sent a refund check out multiple times, but, both the shipped & receiving date change every time I've called.

  Business Response

  Date: 10/27/2023

  I do sincerely apologize for any delays. But our records indicate that the customer had a check reissued and mailed out on 10/12. This check was deposited into the customers account on 10/23. Please see attached screen shot of the deposited check. 

  Customer Answer

  Date: 10/31/2023

  
  
  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,
  
  
  
  ******** ****

• Initial Complaint

  Date:10/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (Job #): *******  Pickup Date: 8/14/2023
  I hired 3 Brothers Moving to move my elderly mother from Wisconsin to Colorado. While on the phone with the rep I went through all of my mother's belongings and what would need to fit on the truck. I was given an estimate and asked him to clarify the square footage, I told him multiple times I needed what was equivalent to a 16'truck and the representative assured me it was. He stated the truck would be fully packed, unable to get an arm in, but it would be equivalent to a 16'truck. When the movers arrived we were given less than half the space of the 16' truck. I also did not anticipate a 3rd party being on site. When the 3rd party arrived with the smaller space they also asked us to pay over the estimate. When I called after the 3rd party arrived I realized it was not the reps cell phone but the company line. Another women answered and she advised that we could pay more for additional space and if we didn't want to pay more we could pay what the 3rd party was asking for and 3 Brothers would reimburse us the difference. Given that I was not expecting a 3rd party, the space was less than half of what was agreed upon, this 3rd party was asking for over what was quoted, and there was no one at 3 Brothers that would speak to be except the 1 woman who stated there was nothing she could do, we sent the 3rd party away and the move was not completed. I contacted 3 Brothers Moving consistently for the following 10 days. Every time I was told the rep I booked with was not available, if we wanted what was equivalent to a 16' truck we would have to pay more, and even though the move was not completed we were not eligible for a refund of any kind. We paid 3 Brothers Moving and Storage $1,300. I left messages on their company voicemail, left messages with whoever answered the phone, asked them to escalate the issue and have the rep I booked with call me back. I never received a single call back.

  Business Response

  Date: 10/27/2023

  We would like to reiterate that all estimates are calculated based on the volume of cubic feet the items occupy within the moving truck. To ensure the accuracy of our estimates, we request a comprehensive inventory and item description from our customers. When a complete inventory is not provided, it becomes challenging to provide an accurately estimated volume.
  We understand that changes to the inventory can occur prior to the loading of your belongings. Generally, we recommend scheduling moves approximately one month in advance to allow for proper planning and the completion of our quality assurance process. Unfortunately, we noticed that your move was booked the day before the requested moving date. Booking moves with such short notice hinders our ability to complete the quality assurance process, which typically takes place 3-5 days before the scheduled move. It is not uncommon for customers who book last-minute to rush through the inventory process and inadvertently overlook items.
  Regarding the change in the originally agreed-upon moving date, your move was initially scheduled for either August 12th or 13th, as indicated in the signed estimate from the time of booking. However, due to the timing of your payment processing and the setup procedures, it was already past noon, and the schedule for the following day was already being finalized.
  We have records indicating that your pickup information was confirmed on August 11th, at approximately 3 pm, with the scheduled pickup window for August 12th between 12-3 pm. We would like to emphasize that the representative who assisted in booking your move is diligent in explaining that we operate as a Broker, and he serves as a Booking Agent. This distinction is also outlined in the paperwork you received during the booking process. Furthermore, after completing the booking process, you should have received a document called the Bill of Lading, which contains the carrier's information for your reference.

• Initial Complaint

  Date:10/03/2023

  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 tried to cancel the service and get a refund, but was told that i did not cancel in the 72 hour period, but I did not sign any document. Now I wanted to use the 2300.00 for packing services only but the company is giving me a problem because of the estimate, but again I did not sign anything, just paid the 2300.00 required deposit

  Business Response

  Date: 10/04/2023

  We have two signed contracts from the customer with IP addresses tracing back to the area in which the pickup is to occur. Also we only offer full service moves, we are unable to offer only packing services to customers. 

   

  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 period 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, 08/26/2023 03:23:06 PM (ET)
  Document Signature Name: ****** ******
  Document Signature Email* *********************
  Document Signature Date: Saturday, 08/26/2023 03:36:17 PM (ET)
  Document Signature IP Address* ************
  Internet Browser: Chrome
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  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told 50% on pick and then the balance before delivery, then it changed to 70% and then 90% by the contracted company ********** Transit (Chris) he was pushy and caused me stress by his constant calls.  I requested Chris email me and not text, but he continued to not follow my request.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 10/31/2023

  Following the pickup of your belongings, it is standard procedure for some for some carriers  to request a minimum payment of 90% of the total move cost. This practice is particularly applicable in cases involving higher-than-usual shipping costs or outstanding balances. I sincerely apologize if our team appeared insistent; their intention was to expedite the payment process due to an imminent container shipment scheduled within the next few days after pickup. This urgency was aimed at facilitating the loading of your items promptly. We understand the importance of clear communication and customer satisfaction. If you have any further concerns or require additional assistance, please feel free to reach out.

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contact “3 Brothers and Moving an Storage” for state moving from Texas to California . Scoot Keller the representative send me a contract and Bill of Landing for $1,500.00 dls l signed the contract and l paid $600.00 dollars as a first payment. On 09/30/23 the movers came to my my storage (5x10) to load but They appeared with a different Bill of landing for $2700.00 was a big surprise for me so l called the costumer service Sarah Norcia from 3 Brothers company who didn’t help me and deny to return my deposit. The movers left saying the 3 brothers moving and storage company are scams. So right now l am in California without furniture, clothes, bed etc . This kind of business who just play and get your money should not be working in USA Is not fear this companies just took your money like that.

  Business Response

  Date: 10/04/2023

  During the booking process, we kindly request our customers to provide us with the most accurate description possible of the items intended for the move. It's imperative to note that in cases where items are larger in size or there are additional items at the time of pickup, our experienced drivers must assess the situation to account for the additional space required. It's essential to understand that during this assessment, the driver will quote a worst-case scenario, which may appear higher than the final charges. This is particularly true for storage units where it can be challenging to assess all items accurately.
  Once the items are loaded, our drivers are bound by the initial assessment outlined on the Bill of Lading. They are unable to charge more if there is more volume than originally assessed during the booking process. We adhere strictly to the details documented on the Bill of Lading to ensure transparency and fairness in our pricing.
  Regarding deposits, as stated explicitly in our contract, they are non-refundable under the circumstances where the crew is turned away after they have attempted to render services. We appreciate your understanding of these policies, and if you have any further questions or concerns, please do not hesitate to contact us directly. Your satisfaction is our priority, and we are here to assist you throughout the moving process.

   

  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 period 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: Thursday, 08/24/2023 01:39:40 PM (ET)
  Document Signature Name: ***** ****
  Document Signature Emai** ****************
  Document Signature Date: Thursday, 08/24/2023 01:52:25 PM (ET)
  Document Signature IP Address: **************
  Internet Browser: Safari
  ------------------------------------------------------------------------------------

   

  20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY 3 BROTHERS MOVING & STORAGE LLC, IN WRITING TO [email protected].

  Customer Answer

  Date: 10/22/2023

  Hi.. I would lie my money back (600 dls) is the deposit I gave to this Company "3 Brothers & Storage" plus the months extra I had to pay to the storage to retain my stuff.

   

  Thank you.

  Business Response

  Date: 10/30/2023

  As previously stated the deposit is nonrefundable at this point

• Initial Complaint

  Date:08/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Communicated with Kevin, Sr. Relocation Mgr., of Three Brothers Moving and Storage. He gave me an ´estimated price´ of $2,690.00 to move my belongings from Kingman, AZ to Chicago IL. He told me that his ´crew´ would pick up the belongings on August 17 or 18th and ´worst case scenario´ the truck would be at my door in Chicago within 5-7 days.
  Instead of his ´crew´ picking up my belongings, they contracted the job out to another company! Pole Position Carriers out of Phoenix AZ picked up my belongings out of a storage unit on August 17th. I was shocked when someone from that company called me and told me they needed more money or they would not pick up my items. They changed the price from $2690 to $4,911.50! ALMOST TWICE THE ESTIMATE. I tried to reason with them but they were adamant. When I called Three Brothers I was told they would give me $300 back from my down payment if I cancelled. I would have then lost $850. So, I paid Pole what I could, which was $2700. They told me I would have to pay the remainder when they got to my house - $1061.50. Three Brothers has told me they are not brokers and that I have to deal with Pole. When I talk to Pole they tell me they have 21 days to deliver my things. They tell me to contact Three Brothers. And back and forth I am pushed. I feel this is a ´Bait and Switch´ case and I feel very manipulated by both companies. Meanwhile...my furniture has sat in a Phoenix AZ warehouse for 8 days and they only say ´ planning is in progress´ which is what they said all items in the warehouse are labeled. They have NO delivery date and they will not even tell me what is holding things up. I am also worried because I have paid for air conditioned storage for over two years. Now I worry that my belongings may not be in air conditioning and some things - like my large oil painting - may be ruined. I am in an apartment with no furniture. I am 69 years of age and this is causing physical and emotional discomfort. My anxiety is very high.

  Business Response

  Date: 09/14/2023

  During the initial booking process you were unable to provide us a descriptive inventory of items to be moved. Unfortunately without being provided a full and accurate list of items to be moved the moving coordinator is unable to provide an exact estimate of the final cost. The customer requested that it be based on an estimated percentage of the storage unit. They are unable to give a more exact delivery date until the items go into transit as there can be delay due to unforeseen circumstances. As required you will be provided updates when it is going out for delivery and when the driver is 24 hours out from delivery. 3 Brothers did provide the customer a refund of the deposit. 

• Initial Complaint

  Date:08/25/2023

  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.

  This complaint is regarding a moving company called 3 Brothers Moving ***** ******** based out of Maitland, Florida that I hired to move my belongings from my storage unit in Maine to my house in Florida. I wrote a more detailed description than what will fit in this text box and I can provide that at a later time if needed, but the gist of my complaint is that the driver who delivered my belongings charged me what I think was a fraudulent or incorrect fee of $1470 because he claimed that his truck (which I assume was an 18-wheeler but I don’t know for sure because I never saw it) would not be able to navigate the roads in my neighborhood to deliver my belongings to my house. He would not accept any form of payment other than cash and did not provide me with any documentation of the $1470 paid to him. The reason I am filing this complaint is because I have seen on an almost daily basis numerous very large trucks (including 18-wheelers) navigating my neighborhood just fine (see attached pictures). This includes long-haul moving trucks, furniture delivery trucks, and long flat-bed trailers carrying large construction equipment such as the kind used to clear-cut wooded areas and build houses (parts of my neighborhood are still being developed). Please note, I attempted to get this resolved with the company prior to filing a complaint with the BBB by submitting 2 requests for contact on their website and sending a certified letter but to date, I have received no response.

  Business Response

  Date: 09/25/2023

  I apologize I do not believe we serviced this move. I am unable to locate any information that matches the customers contact information. The only person that we have a file by that name does not match location wise. 

  Customer Answer

  Date: 10/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  If I am understanding your latest response correctly, you are essentially stating that the shuttle fee was charged due to driver discretion. If this is the case, I would like a more detailed explanation of how the "intricate logistics of the area... posed significant challenges for maneuvering a semi-truck safely". What are these "intricate logistics"? Are you referring to the actual roads themselves? Or something else? I am asking for clarification because as I mentioned in my original complaint, this is a subdivision that is still being developed and I have seen numerous 18-wheelers (carrying all sorts of equipment, supplies, sod, and various other things needed to build a neighborhood) navigating the entrance, exit, and internal roads of the subdivision with no problem.

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

  Business Response

  Date: 10/31/2023

  We wish to inform you that the shuttle fee, an additional charge incurred during your move, is determined and levied solely at the discretion of the carrier. This fee is directly paid to the carrier. Should you have any inquiries or concerns regarding the shuttle fee, we kindly request you to address them directly with the carrier. Please be aware that 3 Brothers Moving & Storage does not engage in, nor oversee, the logistics of the move in relation to shuttle fees. These fees are typically applicable in situations involving city restrictions, construction zones, moves to cul-de-sacs, or areas that are challenging to navigate. We appreciate your understanding and cooperation in this matter. If you require further clarification or assistance, please do not hesitate to contact us.

   

  -Most movers within the 3 BROTHERS MOVING & STORAGE LLC network perform the pickup and delivery using a tractor trailer (18 wheeler). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. Shuttle services begin at $300.00.

• Initial Complaint

  Date:08/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 3 brothers sent another moving company which they weren't honest about them being there regulars . Anyway the morning of a company showed up treated me horribly lied about a few things one of the workers even yelled at me when I finally got ahold of 3 Brothers neither Eric or Scott replied and Sarah finally did was very rude would not listen to anything I have to say took whole deposit would not let me talk to anyone above her etc .I have multiple sclerosis . Which they knew. So the whole thing caused hard ship they have not allowed me to talk to anyone . Sarah was horribly rude on several occasions.

  Business Response

  Date: 09/05/2023

  I am sorry to hear about your medical condition. Sarah is our customer service manager. It is her responsibility to handle all issues related to customers, and has our ownerships permission to handle situations as needed. We regret that we were unable to complete the pickup but unfortunately due the state of the items and location the crew was unable to do so. They are not allowed to transport items that have any bodily excretion or items that are considered hazardous to the health and safety of others. As per the contract if the crew does attempt to render services the deposit is none refundable. We are fully transparent as per the DOT that we are a moving broker, and that the pickup will be completed by another company. 

• Initial Complaint

  Date:07/28/2023

  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 3/15/23 Peter White, a sales representative from 3 Brothers Moving quoted me a move price on 960 cf from Salem OR to Tucson AZ approximately 1400 miles, at $6240.00 and told me in writing that I should book now and not hesitate and that they offer a match and best price guarantee, and that the deposit was refundable. I sent a deposit, in the form of a check for $2059.00 on 3/15/23 to secure my move. Peter pressured me to make an uninformed decision.
  Due to job changes, I had to cancel my move to Tucson in 5/2023. I asked Peter for a refund of my deposit and he refused. I tried to apply my deposit towards my new move to Oregon (a different city,112 miles away).
  They told me that they would do it but it would cost $4890.00. When I got a competitor quote for $2108.00 and sent it to them for a price match, Peter told me they wouldn’t honor the price match because it’s a different move. Out of concern, I began researching federal regulations for interstate moves. I see this company does not comply with federal regulations. They did not provide me with a copy of my consumer rights and responsibilities prior to me signing a contract, which is a legal obligation. They did not offer me a list of the FMCSA registered movers that they use, nor did they provide tariff pricing transparency for my move. All of this is illegal.
  When I asked them to provide me the name of the carrier that would be taking care of my Oregon move, they first gave me a carrier based out of California. I looked First Way movers & saw that they were based in Los Angeles. I went to the Oregon Department of transportation website and found that First Way movers was not certified to do an intrastate move in Oregon. I asked the 3 Brokers agent why they were not using a ODOT certified carrier. She suddenly decided they would cancel my move entirely. Basic retaliation for me trying to protect myself. No refund nor are they going to perform the service I paid them to do. Complete breach of contract.

  Business Response

  Date: 07/31/2023

  ********
  
  
  You signed the contract for your interstate move from Oregon to Arizona on 3/15/2023. Upon signing the contract, you have 72 hours to request a refund of your deposit. After the 72-hour cancellation period, the deposit can be applied towards an interstate move for up to 24 months from the time of booking. Before we accept payment and complete the booking process, the cancellation policy must be signed and acknowledged. A copy of the Your Rights & Responsibilities Brochure as well as the Ready to Move Brochure are also provided with the estimate, as per DOT Regulations. Once the estimate was completed, an Interstate Bill of Lading with your carriers' information was provided, along with a signature acknowledging receipt of the document.  You contacted customer service on 5/18 in order to place your move on hold outside of the three-day period after signing the Estimate and Bill of Lading. On 6/6, you contacted Customer Service again and requested a refund of your deposit, and again were provided with the Cancellation Policy. You requested an intrastate move on 7/21, and when Customer Service submitted the information to dispatch, they were informed that we are not able to handle an intrastate move as we are an Interstate Moving Broker, and all paperwork completed is for an Interstate move. Despite the fact that you had requested an intrastate move, Customer Service clarified that we are an Interstate Moving Broker and could not facilitate the instate move. As a result, we could not provide you with the requested service. We apologize for any inconvenience this may have caused. Please see below for further clarification from your signed contract. Any further questions please feel free to reach out to customer. 
  
  
  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 [email protected] 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 period 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: Wednesday, 03/15/2023 01:18:50 PM (ET)
  Document Signature Name: ******* ******
  Document Signature Email: ************************
  Document Signature Date: Wednesday, 03/15/2023 01:29:29 PM (ET)
  Document Signature IP Address: ***************
  Internet Browser: Safari
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  5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, 3 BROTHERS MOVING & STORAGE LLC IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.
  
  
  
  
  7. AS THE CUSTOMER, I AGREE TO PAY THE TOTAL CHARGES FOR THE MOVING COORDINATOR SERVICES TO BE PROVIDED BY 3 BROTHERS MOVING & STORAGE LLC. I UNDERSTAND AND AGREE THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY TOTAL ESTIMATED SERVICE CHARGES, FOR SCHEDULING AND ROUTING PURPOSES. MY DEPOSIT/FEE IS NON REFUNDABLE AFTER PLACING THE RESERVATION FOR SCHEDULING PURPOSES. ALL REQUESTS TO CHANGE MY PICK UP DATE, OR PLACE THE MOVE ON HOLD, MUST BE MADE AT LEAST 5 BUSINESS DAYS (SATURDAY, SUNDAYS AND HOLIDAYS EXCEPTED) PRIOR TO THE PACK OR LOAD DATE (WHICHEVER APPLIES) LISTED ABOVE. I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR A FUTURE INTERSTATE MOVE WHICH I MUST USE WITHIN A 24 MONTH PERIOD FROM THE DATE OF MY ORIGINAL RESERVATION. ALL DEPOSITS WILL SHOW ON YOUR BILLING CYCLE UNDER 3 BROTHERS MOVING & STORAGE LLC.
  
  

  Business Response

  Date: 08/17/2023

  As per the signed contract you are not eligible for a full refund of the deposit. As previously stated you legally have 72 hours from the date of booking to be entitled to a full refund of the deposit. The move was placed on hold long outside of the 72 hour period. All requested from a refund of the deposit were not submitted in accordance to the contract. To be in compliance with the contractually binding  agreement that was signed a request for a refund would have to be submitted within 72 hours of signing the original contract to [email protected]. The verbal request for a refund was not done until months outside of the period. We are legally bound to follow the terms and conditions laid out within the contract. 

  Customer Answer

  Date: 08/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business has received notice from my attorney regarding unfair and deceptive business practices, which are illegal in Florida. 
  

  I have nothing else to say. Since the business is not interested in acting fairly and honestly, the courts will handle this. 

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

• Initial Complaint

  Date:07/28/2023

  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 called Three Brothers Moving on 6/30. Needed a same day or next day move from Texas to Florida. I spoke to a Luke. I told him please let me know if it can't be done and I will find another way. I had already been ripped off by another company and Luke told me they are not BROKERS, that they are the actual Moving company. Before hanging up Luke said I can have someone there tomorrow between 9am and Noon. I said ok let's do it. He sent me instructions on ***** and I sent 775.00 dollars. Then he send contact and was telling me where to sign. I asked again is this a broker? He said no we are actually the Moving company. I signed everything and paid the man. The next day 7/1. I am calling after 1030am just to see when movers are coming. No answer to the phone but I did receive email from Sara she said your move is tomorrow look on your contact. I was furious, Luke just lied to me and played me for a fool. We let that go, my items were picked on on 7/2 & promised to be delivered 7/7. Here we are 7/14 and still haven't received my stuff. I budgeted to stay in a hotel for a week. I told Sara something had to be done about this. She said we are just the brokers.... Wait a minute I was told you guys were the actual Moving company. She said she can't control what other people say. I tried to call Luke and send him emails and no answer. Typical when ones guilty. I am demanding a refund of 775.00.. I had to spend an additional 800 dollars to get something to sleep on. Here we are 7/14, I still haven't received my stuff. Horrible way to conduct business. I want the money I sent to the owner Joseph P********** the second. Nothing of what they told me actually true. I can't believe people do this to people specially during a stressful time. I am wanting the 775.00 refunded back to me. Three Brothers did not do any of the work here and lied to me multiple times.

  Business Response

  Date: 08/07/2023

  *****

  They are unable to guarantee delivery dates as there are various factors that can affect the delivery date. As per the Department of Transportation the drivers are only allowed to operate their trucks for a certain amount of hours every day, then they need to take a mandatory rest period. The Department of Transportation tracks the drivers hours of operation electronically and there is no way for them to override this. If they drivers are caught operating over the OOS without a mandatory rest period they risk being fined or losing their license to operate. The estimated amount of time for delivery for the distance of your move is 4-21 business days as per the DOT. 3 Brothers does not have control over the delivery spread as we are not physically in possession of your Household goods. The carrier works to the best of their ability to get the deliveries out in a timely manner. 

   

  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.

• Initial Complaint

  Date:07/12/2023

  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 have photography equipment go missing. $5000 worth of equipment. A photobooth, lighting, tripods, stands, backdrops and etc. I also had 2 industrial sewing machines damaged, $3000 worth. I don’t know what I’m going to do. These are items I need in order to make money. And just like that it’s gone and damaged. I moved to another state relying on getting my things in one peace. It’s ironic how all of my belongings that are not worth anything, are great.
  
  I was told to just file a claim that my stuff is missing and damaged.
  
  I am super stressed out and hopeless. How am I gonna make money to take care of my kids!

  Business Response

  Date: 07/13/2023

  ********,

  We are sorry to hear that you had missing and/or damaged items. Our carriers try their best to get your items delivered to you and in the same condition as they left the destination in. All claims must be filed as per the instructions to reimburse you for damages, and if they are unable to locate the missing items. The carrier will do their due diligence to locate your items as quickly as possible and return them. We have also contacted the carrier to receive an update on the status of the missing items.