Complaints

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

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 for an interstate move. We did a room by room inventory and I was given a quote of $12,570.36. When there contractor arrived (Sunday January 26 2025) I had less than 36 hours to remove my furnishings.The contracted mover came in, measured or weighed nothing, and said the cost would be $18,096.96. There was no one I could contact and I was a 74 year old female alone. I was forced to agree under duress.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out regarding your recent move with us. We sincerely apologize for any confusion or frustration you experienced during the process.
  Our records indicate that you received a "Binding to Not Exceed" estimate based on the inventory you provided, in accordance with 49 CFR 371.113(C)(1). This estimate ensures that the total cost will not exceed the quoted amount, provided that the inventory and services requested remain consistent with what was originally disclosed. However, as outlined in our terms and conditions, any additional pieces, packing services, weight, or labor beyond the quoted estimate will be charged at the governing tariff rates.
  We understand that unexpected adjustments can be stressful, and we take customer concerns very seriously. Please know that our customer support team is available 7 days a week from 9:30 AM to 9:00 PM EST by phone or email. We would be happy to review your estimate and the final charges in detail to ensure accuracy and address any discrepancies.
  We value your business and appreciate the opportunity to clarify and resolve this matter. Please contact us at your earliest convenience so we can assist you further.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23009852
  
  I am rejecting this response because:

   

  In the response you stated that your customer service is available.  I contacted them as follows:

   

  2/17 3:09 pm.  No one available to answer so left message with no response.

  2/18 4:06 pm.  Spoke with ****** who stated she would request the paperwork and have it reviewed by a manager.  No further response.

  2/24 11:49 am.  Called customer service and was asked to send pictures of packing which I did.  No further response.

  2/27 11:28 am.  Spoke with ****** who said she would respond by end of day.  No response as of today.

  The quote was binding and not to exceed $12,570.35.  The inventory did not change.  I am due a refund if $5,526.60.  I only signed the revised contract because I had sold my property and needed to be out immediately.  I am a 74 year old woman who was alone and it was a Sunday there appeared to be no option.  I was under duress.

   I have made previous attempts to submit this response with pictures of the platinum packing I paid for but the form would not submit.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/27/2025

  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 received a quote for a long distance move and signed a contract with them for the items listed on the invoice. They then sent a different company that they contacted to do the move and gave a new quote that day to do the move at more then the original. The original quote was ******* and the new quote was *******. When I didn't agree to the new quote they said they would not refund my deposit because I canceled the move. They never loaded or unloaded any of my items. They just came into the home and gave a new quote and said I needed to pay more in case right there.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out regarding your recent experience with 3 Brothers Moving & Storage LLC. We understand your concerns and appreciate the opportunity to address them.
  Per the terms of our agreement, you elected a "Binding to Not Exceed" estimate, which ensures that the total cost does not exceed the quoted amount, provided that the item list and services requested were accurately disclosed prior to the move. As outlined in our terms (Section 9), if any additional items, packing services, weight, or labor were added beyond those originally quoted, additional charges would apply based on the governing tariff rates.
  Additionally, as noted in Section 20 of the agreement, a refusal or denial of service on the day of pickup is considered a late cancellation, and per our policy, the deposit is non-refundable in such cases. Our records indicate that upon arrival, the carrier assessed the shipment and presented an updated estimate based on the actual inventory and services required. When this revised estimate was declined, service was refused, which falls under the late cancellation policy.
  While we regret that the move did not proceed as planned, we remain committed to transparency and compliance with our terms.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired 3 Brothers Moving to move from *********, ******, to *************, **. After providing a detailed inventory of the items to be moved, the company quoted me $2371 to pack and move. To finalize the contract, I have made a deposit of $1167. When providing the inventory, at no time did the representative ask me to provide measurements of the items; therefore, I presumed since they were in the moving business, they would know how to calculate the shipping space needed. On the date of the move, I was informed by the movers that the fee to move the items had changed to $6200. I immediately contacted 3 Brothers and spoke to ******. I was informed that they would pull the "tapes" and get back to me. Since I did not hear back, I contacted 3 Brothers again; this time, I spoke to ****** and was once again told someone would review my contract and get back to me. To date, I have not heard back. As can be seen from the complaints on the site, 3 Brothers Moving consistently provides low quotes to customers and then exponentially increases the prices on the day of the move when individuals are at their mercy. Given all of the complaints, 3 Brothers Moving should implement a better system that provides more accurate quotes because customers cannot be expected to pay thousands more at the drop of a hat. Based on the above, I expect 3 Brothers to refund me the difference between the quoted price and the actual price.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to us regarding your recent move with 3 Brothers Moving and Storage. We understand your frustration regarding the price adjustment and appreciate the opportunity to clarify our policies.
  When you received your initial estimate, it was based on the inventory list you provided. As stated in our contract under Section 9, the "Binding to Not Exceed" price is contingent upon an accurate description of the items to be moved and the services required. Additionally, per 49 CFR 371.113(C)(1), you agreed to waive a physical survey, opting instead for an estimate based solely on the item list provided. Any additional items, packing services, weight, or labor beyond what was initially quoted are subject to additional charges at the governing tariff rates.
  We regret any inconvenience this may have caused and appreciate your understanding. Should you have any further concerns, please feel free to reach out.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Saturday, February 1, 2025 I was researching moving companies online and their website came up reflecting a 5 star rating. I ended up booking them, not realizing they were in *******, Im in **********! They took my deposit. They resourced me to another company with terrible reviews. I canceled my contract within the time period allowed and was told I would be refunded. No refund received to date, February 25, 2025 after numerous attempts to contact. $1,225. Im a senior, 73 years old.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to us. We sincerely apologize for the delay in processing your refund and for any frustration this has caused.
  We want to assure you that your refund scheduled to be processed. We understand the importance of timely communication and regret any inconvenience you've experienced in trying to follow up.

  Customer Answer

  Date: 03/17/2025

  I believe I did respond to your first message, but I need to research my messages. Ive been preoccupied with moving. My daughter has contacted the 3 Brothers Moving and Storage on my behalf as they are clearly in the wrong. The contract was initiated on a Saturday afternoon and canceled on Wednesday morning. They subcontracted me with a Southern California company and I live in *******************! Sundays do not count as a business day according to Florida and California Law. Also California allows seniors 5 days to cancel but I canceled within the 3 days. Im entitled to a refund of my deposit.

  Customer Answer

  Date: 03/17/2025

  I was originally told via email that I would receive a refund and no communication was necessary unless I didnt receive it by a certain date. When I didnt receive the refund I contacted them and they said that no refund would be made. I still have not received a refund! 

  Customer Answer

  Date: 03/17/2025

  I believe I did respond to your first message, but I need to research my messages. Ive been preoccupied with moving. My daughter has contacted the 3 Brothers Moving and Storage on my behalf as they are clearly in the wrong. The contract was initiated on a Saturday afternoon and canceled on Wednesday morning. They subcontracted me with a Southern California company and I live in *******************! Sundays do not count as a business day according to Florida and California Law. Also California allows seniors 5 days to cancel but I canceled within the 3 days. Im entitled to a refund of my deposit.

  
  I was originally told via email that I would receive a refund and no communication was necessary unless I didnt receive it by a certain date. When I didnt receive the refund I contacted them and they said that no refund would be made. I still have not received a refund! 

  Customer Answer

  Date: 04/01/2025

  3 Brothers Moving & Storage LLC indicated that my refund was approved not only to me but also to the BBB. No refund has been paid. Do not engage with this company in any way!
  They quoted me a reasonable fee during my initial inquiry which lured me in. When you read their contract there are numerous hidden fees. They booked me with a company in ******************* and I live in *******************. This would have cost me a fortune. The company they assigned me had terrible reviews. I must now seek legal counsel to help with my refund.

  
  

  Business Response

  Date: 05/05/2025

  Our billing team has reviewed the matter and determined that no refund is appropriate based on our standard cancellation policy. If there is written documentation or contractual language that supersedes this policy, please provide it for consideration.
  We appreciate your understanding and look forward to resolving this matter promptly.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 22990815
  
  I am rejecting this response because:
  3 Brothers Moving & Storage LLC must abide by California laws when dealing with California residents. I verified this information with legal counsel. There were no services provided by this company. I was told I would receive a refund directly from them and through their response from the BBB. I have forwarded paperwork to the ******************************** for further investigation. 
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 05/05/2025

  Additional documentation regarding Florida law and the 72-hour right to cancel . The 72 hours are business hours. 

• Initial Complaint

  Date:02/05/2025

  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.

  The company quoted to move my list of furniture for $2700 and took $1329 as a deposit. They called a week before moving, asking for the same list of $6000 when I told them why do I had to get new pricing, They said the salesperson didn't know and was not working anymore. The quality department promised to move according to their contract. The moving company on the moving day gave me a new estimate for $11200 to move the same list. I called the company, and they said they couldn't move my list they promised to nor return my deposit. I asked to move the same cubic feet as in the contract and did not do so. They created a plan to get the wired money and not do the job or force the customer to pay much more money on the day of moving.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. At the time of receipt we did review the notes for this customer's file. The customer has elected to take what items will fit in his 488 cubic foot space reservation. The customer has stayed on schedule and the job is scheduled for completion. Thank you. 

• Initial Complaint

  Date:02/05/2025

  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 contacted 3 Brothers for my move from ** to ***********. They quoted me $5500 to move my belongings. I asked if picked up on 12/17/25 would I be able to get my belongings delivered the 1st week of January and was told yes. Then come to find out that they sub-contract out the move to another company and this company showed up a day late because 3 Brothers made a mistake on my contract and sent it back to me to resign & they changed the pickup date on me to be the 17th or 18th. Once the sub-contracted company came to pick up my belongings they told me it was going to cost $1800 more. I was also lead to believe that my stuff was going to be picked up and then shipped to PR so when I was ready for them to delivered, I would get my items within a day or two. I tried to call my sales person contact but never was able to get in contact with him again. The sub-contracted company is so rude and I'm going on almost two months since my items were picked up and I'm getting no answer on when my stuff will be delivered. It's extremely stressful not knowing if and when I'm getting my belongings. I don't understand how these people can get away without letting me know where my items are. I would also like to make a BIG complaint with the sub-contracted company All Moving *************** ************. Please help me!!!!

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:
  We are in receipt of this customer's complaint. We would like to begin by explaining that the customer had an initial estimate of 300 cubic feet. When the customer revised their inventory at the time of pick up the space needed increased. Our contract does state that if additional space is needed the price will increase to reflect that as can be read below:
  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.
  

  We do our best to delivery as quickly as possible. As of 2/6/25 the items are listed as in transit and the customer will be notified one day prior to delivery. Thank you. 
  
  

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 26, 2025 I spoke to ********* *******. He went through an itemized list of everything I had to move and generated an estimate for the service. Included in his cost was all door to door service, expert advise though the course of the move, disassembly and reassembly, wrapping all furniture, inventory, loading, unloading, all transportation, taxes, tolls, mileage and fuel surcharges, protection plan, no elevator or stair charges, no charge for packing tape or pads, no date change penalties. Delivery was quoted to me to be 3-5 days based on miles travelled. The total cost of this contract was $1776. I paid this company $764 on Jan 26th to secure the services, and agree to this estimate. 3 Brothers contracted out the move to another company called Unlimited Moving and Storage, when they arrived, they wanted more than double the amount of money. They stated the estimate was grossly under size and cost, and they would not do the job. 3 brothers did not answer calls, or emails, and was not available to me. The regional supervisor of Unlimited had to be contacted and step in. I had to pay $1488 in addition to the deposit, and will owe another $1488 upon delivery. The delivery date is not 3-5 days, its up to ****************************************************** All estimates and docs are now unavailable by 3 brothers, they ask you to call customer service to see them, however the customer service line is not answered. Took 5 hours to get someone on the phone, using supervisors of the third party moving company, and there still was no resolution or help. My things are on a moving truck sitting in ******, awaiting dispatch, and I was charged double. 3 Brothers intentionally gave misinformation about costs, times, and support from their company.

  Business Response

  Date: 02/07/2025

  Please accept our apologies if you feel that the pricing was not well explained and had difficulties with contact. 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 $3.50. 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. 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. 
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22897544
  
  I am rejecting this response because: there were in fact no additional items added after the estimate was signed. When the movers arrived, they stated this happens regularly. 3 Brothers provides and estimate significantly under price so that a customer agrees to book with them. Nothing additional was added when the movers arrived, they were able to tell by looking at the estimate and then at the list of items that 3 brothers had made a significant error. The moving company does not need to be corrected, the broker-3 Brothers needs to be educated and change their space per item estimates to correctly match the list of items being provided by the customer. 
  

  I want a refund of my deposit because not only was it incorrect, and total cost was off by thousands, I also got misinformation about hidden fees, and 3 brothers has not responded to emails, calls or txt messages since the estimate was signed and the deposit was made. Absolutely no help or communication from the company until the better business bureau got involved. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/15/2025

  To Whom It May Concern:

  We are in receipt of this customer's response. We cannot offer a refund for services provided. Thank you. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22897544
  
  I am rejecting this response because, it is not satisfactory for the complaint being made. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/04/2025

  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 BOL on 01/06/2025 Amount Paid $1,614 Services were for moving on 01/29/2025 which is what the business was suppose to do. They called me one day before my move and went up over $5,000 on the move that was suppose to only cost me $3,950.They are scammers and I would like my deposit back.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. We would like to begin by explaining that the customer had an initial estimate of 1018 cubic feet for a limited inventory list. When the customer revised their inventory and provided an accurate list they increased the space needed to 2058 cubic feet. Our contract does state that if additional space is needed the price will increase to reflect that as can be read below:

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

  The customer elected to cancel but based on our cancellation policy we have listed, the deposit is fully non-refundable. We are happy to offer a rescheduling of services should the customer wish. Thank you. 

   

  8. SHOULD YOU ELECT TO CANCEL, WRITTEN NOTIFICATION MUST BE SENT TO ********************************************************* NO LATER THAN 72 HOURS OF ELECTRONICALLY SIGNING THE BILL OF LADING. CANCELLATION REQUESTS RECEIVED WITHIN 72 HOURS OF ELECTRONIC SIGNATURE OF THE BILL OF LADING WILL RECEIVE A FULL REFUND. CANCELLATION REQUESTS RECEIVED AFTER THE 72 HOURS GRACE PERIOD OF SIGNING THE BILL OF LADING 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. THE 72 HOUR POLICY DOES NOT APPLY TO ANY MOVE RESERVED WITHIN 3 BUSINESS DAYS OF THE PICKUP.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22897147
  
  I am rejecting this response because:

  Please read attachment 

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/20/2025

  To Whom It May Concern:

  The customer received links to both Rights and Responsibilities and Ready to Move on their signed Bill of Lading. That same document also listed their assigned carrier. The estimate they signed does also state that we are a moving coordinator only and will assign a carrier. The customer did sign and agree to this document. We cannot offer a refund but as a courtesy can offer $100 in compensation. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22897147
  
  I am rejecting this response because: How would the customer know how many lbs the furniture/boxes would weigh. They said I told them the weight and that is an outright lie. I want resolution which is my $1614 refunded back to me for their fraudulent actions which has caused a lot of stress and aggravation. If I have to take them to court I will. I can't let any scammers take advantage of anyone else.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/06/2025

  Per the terms of our agreement, you elected a "Binding to Not Exceed" estimate, which ensures that the total cost does not exceed the quoted amount, provided that the item list and services requested were accurately disclosed prior to the move. As outlined in our terms (Section 9), if any additional items, packing services, weight, or labor were added beyond those originally quoted, additional charges would apply based on the governing tariff rates.
  While we regret that the move did not proceed as planned, we remain committed to transparency and compliance with our terms.

  Customer Answer

  Date: 03/20/2025

  They lied to me and stole my money. This is going nowhere and I need some resolution. 

  Customer Answer

  Date: 03/24/2025

  They lied to me and stole my money. This is going nowhere and I need some resolution. 

  Customer Answer

  Date: 03/24/2025

  I want this case to stay open as they have not acted legally.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair 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.

  Original dates agreed to: 8/4/24 - 8/6/24 Belongings delivered 2 days late on 8/8/24 * Instead of taking our household belongings to ******** from ************, they took the loaded van down to ***********. Keeping our items in extreme heat for 2 days. I have uploaded a letter to detail this nightmare.Items damaged -Dining Room Table scratched on numerous sides (repair cost unknown)2 standing Living Room Lamps aprox. $300 Lamps shades damaged on 4 Table Lamps $160 Lithium Battery for Travel Buggy $260 Ceramic sculpture of Mare with foal (irreplaceable)Hardwood floor in hallway scratched about 4' long in home we sold. (unrepairable)

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. Upon further review the customer had over 300 pieces loaded at the time of pick up rather than the 101 pieces indicated on their estimate. This will cause their price to increase as they have tripled the items to be moved. We are happy to provide claims information for any damages but the customer must follow the proper channel with the claims company in order to receive any compensation they are eligible for. 

  Customer Answer

  Date: 02/07/2025

  My husband ****** ***** and I discussed this matter after reading 3 Bros Moving & Storage response.

  Not at anytime did any 3 Bros Moving estimator come to our residence. Instead they insisted on doing our complete inventory over the telephone, which I'd never had any company do that! I actually questioned them about this unconventional pre-moving inventory method and they reassured me of their procedure and accuracy.  I never lied or omitted any of our inventory from them. In fact I told them we had many boxes in our garage and tuffshed outside. They should stand by their original estimate. If they insisted on performing our estimate over the telephone, that judgement call honestly should be on them. It wasn't my choice, it was theirs. 

  We were not advised it would be sub-contracted out to totally incompetent movers that did not even hang up clothes in wardrobe boxes, they simply threw all of our clothing still on hangers inside the wardrobe boxes instead of using the hanging bar. They dropped, crushed and totally damaged boxes which they did not label at all as to the contents they had packed. 

  I repeat again, that they never advised us the moving truck would be taken to *********** and our belongings left in a hot van for 2 days. Compromising my electric scooter battery and my custom made walking assistance sleeve. There was furniture scraped up (that we can't just replace) and a horse sculpture that was chipped in several places. We have pictures I can provide, from ****** Drive. Is that something I can upload to BBB?

  We will be rejecting their offer at this point. What we both want to see is a partial refund of the gross overcharge of over $19,000! I don't think anyone I've talked to ever had such a nightmare of a moving experience. 

  I'd like to state that I have ****************** and with the summertime heat with doors open, I was feeling ill and it left just my husband to supervise which just was impossible. He wasn't able to witness everything the 4 master mover's employees were doing all at one time, as they were in a mad rush!

   

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22865726
  
  I am rejecting this response because:

  Please see the attached additional detail we wrote.
  
  Sincerely,
  
  ***** & ****** *****

  Business Response

  Date: 02/15/2025

  To Whom It May Concern:

  We are in receipt of the customer's response. Please note that the customer's signed contract confirms they waived a physical survey. The customer's contract also states that we are a moving coordinator and do not physically move the customer's items. Prior to pick up the customer signed a Bill of Lading with their assigned carrier's information which is further proof that the customer was aware and confirmed that they would be picked up by a moving company assigned to them, not 3 Brothers directly. We are happy to provide the customer claims information for any damages they state that have from their move. Thank you. 

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  I am currently rehab rehabilitating for a broken leg and I have the pictures in my desktop computer. I can accept this offer, but I cannot provide photos at this time.
  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:01/14/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding my interstate move scheduled with your company, where I was initially quoted (and contracted at) $1,700 with a guaranteed delivery date of January 25th. Unfortunately, I have experienced several issues that require immediate resolution:**** no time before the movers arrived, was I told that I was to pay $1,000 to the 3rd party moving company and the remaining $700 was due to 3 Brothers. 3 Brothers has charged my bank $1,850, rather than the $700 owed. ****** ****** on the finance team confirmed this in an email and assured me that I would receive a refund within five business days. However, I have yet to receive this refund 3 weeks later. 2.I was sold an all inclusive move, but the movers charged extra $150 for a distance fee on moving day. This was not a part of the original agreement, but I was told without paging this, they would be unwilling to complete the move. Given these issues, I am requesting:- A refund of $1,300 ($1,150 for the overcharge + $150 distance fee).- A guarantee that I will not face additional charges upon delivery.- An additional guarantee that my items will arrive at the destination on January 25th. Please address this matter urgently, as these unexpected charges and delays have caused unnecessary financial strain.

  Business Response

  Date: 01/24/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. At the time of pick up, the carrier did a walk through assessment of the items to be transported and it was determined the customer would require additional space of all of the items present to relocate. The customer's estimate was based on a set cubic footage. If they exceed that cubic footage their price is subject to change. The customer also signed a contract that states if a long carry fee is applicable it will be applied, these costs begin at $150. If the customer has any additional questions they can email our **************** team at ********************************************************** Thank you.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22808665
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 01/31/2025

  Although I have repeatedly called and emailed the office regarding the $200 refund, it has not been refunded. When I call they keep telling me that their 3rd party billing vendor will call me, but I have yet to receive a single call.

  Customer Answer

  Date: 02/06/2025

  Although I have repeatedly called and emailed the office regarding the $200 refund, it has not been refunded. When I call they keep telling me that their 3rd party billing vendor will call me, but I have yet to receive a single call.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We have forwarded this matter to billing for their resolution. Thank you. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22808665
  
  I am rejecting this response because: This is the same message I have received from your company for the last 2.5 months, and yet I have never been contacted by the billing department nor have I received the promised refund.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/15/2025

  We have notified Billing of your refund request. Please forward any additional questions to ********************************************************** Thank you. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22808665
  
  I am rejecting this response because: I have repeatedly called/emailed with no response and the billing team has never reached out to me. To say that the billing team will reach out to me as a resolution, knowing that they have not and will not, is not a fair response.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/20/2025

  To Whom It May Concern:

  Please email ********************************************************* for further assistance. Thank you. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22808665
  
  I am rejecting this response because: I have emailed your team and called repeatedly with no response. Asking me to email your team again seems a bit silly when I'm not getting a single response.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/06/2025

  We understand your frustration and appreciate you bringing this to our attention. Please know that we have notified our billing department regarding your concerns.
  For further assistance, we kindly ask that you continue corresponding directly with our office to resolve this matter. You can reach our team at ************ or via email at ********************************************************** If you have already sent emails, please ensure they are directed to this address so we can promptly review and respond.
  We appreciate your patience and look forward to assisting you further.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22808665
  
  I am rejecting this response because: You're copying and pasting the same information you shared to my last dispute post. I've attempted to reach out (as you can see from the documentation I shared) multiple times with no response. Your 3rd party billing service has never reached out to me and no contact information for the billing department has been provided. You have overcharged me and are in no way making a good faith effort to refund me, despite me having all of the documentation and guarantees from your employees that I would be refunded for the overcharge.
  
  Sincerely,
  
  ******** *******