Complaints

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

• Initial Complaint

  Date:06/22/2023

  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 06/05/2023 I scheduled a move with 3 Brothers moving. They gave me a price and I said I needed to discuss with my husband. Marty said he could lower the price to 7500.00. I agreed and he sent the quote via email. Prior to Marty giving the price I gave them a DETAILED list of items.
  On 06/19/2023 the movers showed up (late) and said they would reevaluate the cost once they loaded the furniture. I refused to allow them to load the furniture and they gave me a worst-case cost of over 11,000.00.
  Not at any time did Marty say the movers would reevaluate the cost once they arrived.
  
  I would like my 2500.00deposit refunded.

  Business Response

  Date: 07/19/2023

  The final pricing is contingent on the final cubic footage at the time of pickup, as established during the booking process. If it is less than predicted, the price shall be modified. That being said, if the total cubic footage is more than originally estimated  due to either additional furnishings or items that are bigger, the final pricing may increase. As Sarah indicated when you called after you had sent the driver away, the revised estimated pricing is the worst-case scenario, and you would only be charged for the space you actually utilized.  Before loading, the driver is required to present you the maximum potential price that they estimate your move could cost. If the total estimated revisions is not utilized, the driver must modify the final cost to reflect the lesser utilization of space after loading.  As they attempted to perform the job twice, the deposit is nonrefundable, as customer service indicated after you already sent the crew members away. 

   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].

  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: Monday, 06/05/2023 05:36:01 PM (ET)
  Document Signature Name: ****** * *****
  Document Signature Email: ********************
  Document Signature Date: Monday, 06/05/2023 05:47:24 PM (ET)
  Document Signature IP Address: 162.246.153.129
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

  Business Response

  Date: 07/26/2023

  They are required by law to offer and receive the customers signed acknowledgment as previously provided. 

   

   

  Customer Answer

  Date: 07/26/2023

  
  
  Complaint: ********
  
  
  Other than refund my deposit there is nothing this company can say or do that will make me think they are anything other than bait and switch artists. If that is not their intentions, they should just stop responding. I have already resolved myself to getting my monies worth by telling as many people as possible, multiple times exactly how they operate. They will lose the 2500.00 one way or another. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/25/2023

  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.

  Hope you are well. I am writing because on January 4, 2023 I booked a moving service via Three Brothers Storage & Moving (866-688-0518, **************************** ****************************** US DOT: ******* *** *******) and paid a $980 deposit via ***** online money transfer. In my contract, it stated that I could cancel the move within 7 days with a full refund of my deposit. I cancelled in writing on January 9, 2023 - i.e. within this 7 day window. Their customer service confirmed over email that they cancelled the service and were mailing a check with the deposit refund.
  
  It is now April 14 and I have not recieved the check with the deposit refund. I have called and emailed their customer service 10+ times, sometimes with a response and sometimes not. When they have answered, I have been assured the original check was sent. After several more calls, they acknowledged that the check was likely lost and they were going to send a new one (and we confirmed that they had my address correct). When I have reached them since, they say the replacement check will be sent soon. However, it has now been 3+ months of me waiting on my refund. It is unclear if my refund has not been sent due to incompetence or intentional evasion and intent to keep my payment.
  
  I am attaching (1) proof of my payment of $980 deposit to Three Brothers and (2) email exchange confirming the cancellation of the service in writing, with confirmation from their customer service that they processed the cancellation and were mailing a check with the deposit refund.
  
  I would greatly appreciate if you could help me recover my $980 refundable deposit for services that were lawfully cancelled. Aside from this, it may be worth investigating this business more broadly - other customers may be experiencing similar exploitation. Thank you and please reach out with any additional questions.

  Business Response

  Date: 04/27/2023

  ******

  After looking into your file it it shows that there was a check mailed to your address on file. I do see that you reached out to customer service stating that you had not received that initial refund check. Our records indicate that there was a stop payment issued on that check and there was a new check mailed on 4/7. I do apologize for any inconvenience. If there is any further issues please feel free to reach out to Customer Service for further assistance. 

  Customer Answer

  Date: 05/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is the correct address but I will continue rejecting the business response until they have resolved the issue.  Please ask them to mail the check to that address ASAP and communicate tracking info as well.  Last time I called (last week) they said the replacement check had already been mailed, so that is inconsistent with what they conveyed to BBB and is concerning to me. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 05/09/2023

  The check was received by my office from the merchant yesterday afternoon. I personally placed it in the mail this afternoon. Inside the envelope there are instructions to be followed upon receiving mail. We have written the check from an account where the funds will not be available from if instructions are not followed. We have done this to ensure that you are the person receiving and depositing the check. 

• Initial Complaint

  Date:04/25/2023

  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.

  In Jan 16, 2023 I was going to hire 3 Brothers Moving and Storage but cancelled 2 days later. I had sent them a deposit of $900.00 because they said they needed it right away to secure my reservation and it was refundable if cancelled. They asked me to write a check and email it to ****************************. I never signed a contract and told them I did not need their services and I would like a refund. They said they would send my refund in 21 business days. We lived at ** ******* ** ***** ***** ** at that time. I still hadn't received the refund at the end of Febuary. In March we moved to * ******* ** ***** ***** so I called and they said they would resend the refund to the new address. After numerous calls and emails I still have not received my refund. I have attached the emails. My last email is dated 4/17/2023 to let them know the accounting department had not gotten in touch with me and today is 4/19/2023 and they still haven't reached out. I tried calling this morning and was sent to an answering machine. I left a message for someone to return my call. Still waiting. Can you please help me get my refund back?

  Business Response

  Date: 04/27/2023

  ******

  In regards to the refund issue, I have contacted the billing processor that issues the refunds. A stop payment has been issued on the initial check and they have requested that a new check be issued and mailed by Monday at the latest. If you require any further assistance, please contact customer service directly. I apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 05/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: attached are emails dated April 15, 2023 and March 17, 2023 where I communicated with 3 Brothers Moving and Storage Customer Service  that we have a new address and was told the initial check would be cancelled and a new refund check would be sent to ***** *******,  * ******* *** ***** ****** ** *****. I also gave you this address when I filed my complaint with the BBB. In your response to the BBB you said you were going to put another refund check in the mail last Monday 5/1/2023 and I still haven't gotten a check. The second .jpeg named fwd mail is a piece of mail forwarded to me through the post office which was mailed 5/2/2023. I have had no problem getting mail sent to my new address.

  DO NOT SEND IT TO ** ******* ** 

   

  Please send me my refund check to:

   

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

  * ******* **

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

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

  Please send it by putting tracking on it and send me the number or  priority mail or Overnight Mail. If you can direct deposit it I can provide you a routing number and account number.

  I don't know how to make this any clearer. This has been going on for over 2 months.

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

  Business Response

  Date: 05/09/2023

  This check was mail this morning by myself and was addressed to * ******* **. Please follow instructions in the envelope as the we have written the check from a account that the funds will not be available in unless the instructions are followed. 

• Initial Complaint

  Date:04/05/2023

  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 called to hire this moving company on 02-08-23 as I sold my home and was closing on 03-03-23 and put a deposit of 1150.00 0n 02-08-23 and pay 5300on moving date 03-01-23 . To move to St. Louis .they called and did a video of my belongings..on around the a week before moving date and did another inventory and my bill went up to 160 items and 6700 . I then told them I wouldn’t agree to anything over 6300 we agreed anything more on cost and I’m not doing business ….they showed up at my home with a few movers and a truck and did inventory again items were 300+ And was around 24 cubic sq ft of items and bill over 9k I politely spoke with a very rude lady that Tryed to strong arm me like it was a used car deal and was told I wasn’t getting a refund .I told her I was reporting her to bbb and attorney general was thrown through hoops and nothing was done they emailed a offer of 600 and I told them I am not accepting .I rented a 26 ft uhaul that all my things fit in and it’s 1750 cubic square ft all my things fit in .they gave me several different bills and never did what they said even after telling me that they would give my money back .I bet they do this to a lot of people .very scammy type of business.I should of done my homework if someone does not do something I will be getting a rip-off. Com and attorney.

  Business Response

  Date: 04/24/2023

  It is my sincere regret that you feel this way. The information you have provided is not entirely accurate. I have reviewed the file and noticed there is a significant discrepancy in the number of items you wish to move. Following your Quality Assurance call for a final review of the inventory, you disclosed a total number of 138 pieces to 3 Brothers Moving & Storage. The driver`s paperwork indicates that over 300 pieces were to be moved on the day of the move. Your estimate is based on the amount of space that your items will occupy within the truck. When that space has increased, the driver must increase the final move cost accordingly. You were offered the option of taking the original item list for the original price by the driver, but you chose to cancel with the crew. To be eligible for a refund, you must cancel your move within 72 hours of booking your move with us. In reviewing your inventory with Quality Assurance, you stated that you would have a trailer available for additional items, but when the crew arrived, you informed them that you would like everything moved by them. Despite the fact that you were outside the cancellation window, Customer Service did offer you a 50% refund of your deposit, but you refused to accept the offer. A service provider must increase the cost of the work if the scope of the work increases. Unfortunately, the crew is not able to perform the additional transportation at the same cost when the load of items to be moved has doubled. If you wish to discuss this further, please contact Customer Service directly. They are more than willing to assist you, provided that you conduct yourself in a professional manner.

• Initial Complaint

  Date:03/22/2023

  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.

  I booked a move through this company long distance and paid around 700 for a deposit. My husband, a disabled veteran, was laid off a week or so after booking and I called to cancel and explained the situation to Marty the manager. He said I would receive a refund of my deposit and they would mail me a check. I've contacted the company repeatedly as it has been 3 months and I still haven't received the refund. I've gone back and forth with Sarah the customer service supervisor who just says over and over again that the check has been mailed. She provides no proof and when the check doesn't arrive she doesn't apologize and just says they are mailing it out. At this point these are blatant lies. My husband is a disabled veteran and has been out of work for 6 months and I really needed this money.
  
  The customer service is horrible.

  Business Response

  Date: 04/27/2023

  ******

  
  As per the merchant the check has been mailed. I am sorry for any inconvenience in the delay. If you need any further assistance please feel free to reach out to customer service. 

  Customer Answer

  Date: 06/01/2023

  
  
  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:03/22/2023

  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.

  Broker company never disclosed the amount of time it would take from pickup to delivery. I had to learn this at the time of pickup which puts the consumer in a bad spot because they have no choice but to use the outsourced company that arrived because they have to be out of the house the day of pickup.
  
  I was quoted a cost of $1914.00 initially and the. It went to $2300 after adding a few more items and at the time of pickup it went to $4100 which is almost double for an additional 25 boxes added to the quotes 40 boxes. I understand some of the quoted price being off by a little but not almost double the price.
  
  I contacted 3 brothers and they told me they will not give me a refund due to the trouble of everything and I requested my first delivery date of Monday 2/13/2023 and it is now Friday 2/17/2023 and I’m still waiting for my items.

  Business Response

  Date: 05/01/2023

  Please accept my apologies if you feel that the payment schedule wasn't clearly explained. There is a three-payment structure; 50% after the deposit and the remaining 50% upon delivery. Our estimated price is determined by the amount of space that your items take up inside of the truck. According to your estimate, the final amount of space was multiplied by the agreed upon rate per cubic foot, which was $5.65. However, due to the addition of additional items, the amount of space was increased. Upon receiving this information, we will be in touch with your booking agent in order to make certain they are properly trained to explain the process in regards to the cost. In order to pay for the expenses associated with the move, the crew must charge for the amount of space. On the day of this filing, I see that you spoke with customer service regarding your possessions, and that they were on their way with approximately three days left to be delivered. I apologize for the delay in delivery. In consideration of the inconvenience, we are unable to offer a full refund, however, we would like to offer a $50 refund. Please feel free to reach out to customer service directly if to discuss this. 

• Initial Complaint

  Date:03/22/2023

  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 November, I hired 3 brothers moving & storage to move and store my belongings. they asked me to provide an inventory list to help them determine how much sq footage they would need to move on my property. Additionally, they gave me a contact that I was supposed to be able to use throughout my move as my "moving coordinator". After the day of contract execution, I couldn't reach the coordinator ever again. End of December, we had moving day. 3 Bros told me that we would have movers with a 3 Bros truck, and 3 Bros movers, and they were not a brokerage, so they didn't hire any other companies to move us. However, **** * ******** came to the house to pick up and move our belongings on moving day. When they arrived, they quoted us a price 33% higher than the moving estimate. When asked what was different between the inventory list I provided and the inventory they packed and moved, they said it was just the number of boxes, a number that was prepared by 3 Bros. I tried to call 3 Bros to talk to them about it, but they offered no resolution. I paid the increased price. They offered me 45 days of free storage, but when they called to get the payment and the delivery location, they decided to charge 4x more than what we agreed upon. They told me over the phone that storage would only be $150/month, but they are trying to charge $800 for one month of storage. They also deliberately did not give me an invoice with the payments outlined on it, so they will be able to charge me whatever they want to charge at delivery as well.

  Business Response

  Date: 05/04/2023

  Please accept my apologies for any confusion regarding the monthly storage fee. There is a direct correlation between the price and the size of your load. During pickup, there were additional items, which resulted in a space reservation increase.As a result of the increased storage space, the monthly storage fee will be higher than originally estimated. In order to prepare an estimate, 3 Brothers Moving & Storage requests that customers provide an accurate list of items. It is understood that changes will be made to the list and things may be added, which is why the driver should prepare a revised estimate. This revised estimate is based upon the final inventory and the cubic feet occupied in the truck. We apologize if there was any misunderstanding regarding how final rates are calculated. For your inconvenience, we would like to offer you a refund of $75. 

   

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 BROTHERS MOVING & STORAGE LLC WITH AN ACCURATE DESCRIPTION OF THE ITEMS 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 BROTHERS MOVING & STORAGE LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA.

• Initial Complaint

  Date:12/31/2022

  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 was given a quote by 3 Brothers, spoke to ***** several times and ***** twice. I gave both of them the items I needed to move in the home. My Home is ****, my husband and I packed the entire house except the big furniture such as, the bedroom furniture, television, sofa, sette, and sofa. ***** assured me that the rest of the furniture will be broken down by their team. The items in the garage as well. ***** called 48 hours before the movers were scheduled to come and ***** and I went over each room in the house. I informed ************ was on vacation and did not know the exact number of boxes, but I did say 30 plus boxes. We also went over each item in the room, ***** wanted to ensure the truck was large enough to move my home.. Sadly when the movers arrived, they only had 15 items on the list and 466 sq. ft in their truck. I was told for another $10,000.00 they can move the move me, then he said, please take me off speaker. The ******* said I will do it for $7.500. if you pay half now and the rest when we arrive in ******. I called 3 brothers and spoke to a lady sitting at the desk who said to take the deal and let them move the 466 sq. ft. because if we decline the move, we will forfeit our $890.00 deposit. When I asked to speak to ***** or ************ was told that they were not available. The movers keep trying to pressure us to take the deal, he even texted me later today and asked if I found another mover and offered to lower his price. My disappointment is unmeasurable, my blood pressure went up so much I ended up in the ** and had an anxiety attack. I'm insisting that my deposit be returned and wanted to file a formal complaint. No one should ever have to go through such a racket and harassment. Now. I'm over my budget and moreso, just in sheer shock of the way 3 Brothers and I guess their contracted movers tried to pressure me. Even the ******* said "this is the business, you won't get a better price.

  Business Response

  Date: 01/11/2023

  The booking process requires the customer to be as detailed as possible with the inventory that is provided, since the reservation is based on the items that are listed. The booking agent reviews the inventory during the booking process to ensure that the estimate is as accurate as it can be. In addition, another call is made about 3-5 business days before the move to ensure that the inventory is as accurate as possible for moving day, since the final space determines the cost of the move. Upon reviewing the file notes from the day of the move, it appears that we were not provided with a complete and thorough inventory. On the day of the move, additional items and items that were not disclosed were discovered. It appears that the count and description of the boxes that were to be moved, as well as the furniture in the bedroom, were correct. In addition, additional packaging was required, which the crew offered to provide free of charge. Whenever the scope of services differs from what is described in the original contract, extra charges are likely to be incurred. Similarly, if you call a plumber for a clogged toilet, and the plumber ends up having to replace the toilet, the estimated cost will have to be adjusted accordingly. Please feel free to reach out to the *************************** directly if you have any further questions.

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18803671
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************