Complaints

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

• Initial Complaint

  Date:01/08/2025

  Type:Order 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.

  The date of the transaction is 12/11/2024. The estimate provided by the company for my interstate move was $15,563.05, on the date of the move I was charged by the moving company $26,883.00,when questioned I was told that the company that provided the estimate did not know what they were doing. When I wanted to follow up and left numerous messages my calls went unanswered.

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. We would like to begin by apologizing if the customer did not feel they received a satisfactory explanation of their cost increase. We have requested a copy of the final documents and will forward them to the customer for review upon receipt. If the customer has any additional questions we encourage them to reach out to our customer service team for additional assistance. Thank you. 

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22786154
  
  I am rejecting this response because:

  This is what I have received from the Moving Company:

  "To Whom It May Concern:
  We are in receipt of this customer's complaint. We would like to begin by apologizing if the customer did not feel they received a satisfactory explanation of their cost increase. We have requested a copy of the final documents and will forward them to the customer for review upon receipt. If the customer has any additional questions, we encourage them to reach out to our customer service team for additional assistance. Thank you. "

  This is in no way a resolution to my issue. This is their next step. And by the way **************** is impossible to reach. They put you on hold and after an hour of waiting the drop the call. I have tried it multiple times.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 01/24/2025

  To Whom It May Concern:

  The customer's price increased due to additional items requiring additional space as well as services required. The ******* presented and explained this price increase at the time of pick up. We cannot change the customer's pricing but we are happy to offer compensation in the amount of $300. If the customer is having difficulty with the hold time for **************** they can also email our **************** team at ********************************************************* and will receive a response within 1 business day. Thank you. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22786154
  
  I am rejecting this response because: I have attached the Final Estimate page as well as the items included in this estimate.

  I can't imagine that 32 additional small boxes would increase the estimate from $ ****** to $26,883, this is $11,320 more.

  In addition to this a lot of my furniture came damaged, and some of the boxes were missing and are still missing. One of the missing boxes contained my silverware including 30 sterling silver spoons. Each set of 6 costs more than $300. So I don't know how you came up with $300 in compensation. That is insulting.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We must again stress that the customer signed an estimate based on a set cubic footage. Upon exceeding that cubic footage their price was revised to reflect the space they utilized. We cannot change this cost. We have provided claims information for any missing or damaged items and the customer must follow the proper channels to receive compensation for missing or damaged items. We again would like to offer $400 in compensation for any inconveniences caused. Thank you. 

  Customer Answer

  Date: 02/11/2025

   
  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:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally booked with 3 Brothers Moving and Storage not knowing they were a broker. We sent our initial deposit through ***** since It was linked to our bank. Once we found out they were a broker we refused to sign any other secondary contracts because we were assured they had a "fleet and team" to move our belongings. That was a lie as the next day they sent a moving contract from ****************** as the middle man to move our belongings. We followed their protocol, did not follow through with that contract, and requested a refund through email. After the email we called and made sure that It was seen (they said billing was going to be in touch the same day to refund the $1319.00) Billing never called. We then contacted ********* ******* from the company. He assured us to wait 3-5 business days. We waited and still no refund. We called the number to "billing" belonging to ******* Goluth (the number we were told to Zelle the deposit). He turned out to be a dispatcher, said he didn't know anything about that, put us on hold and hung up. I reached out again to *********, he said we just had to play "the waiting game" because they have a lot of refunds. That was the 19th of December. It's now December 27th and they are telling us to just wait our turn because they have "a lot of refunds" though our turn was over 2 weeks ago. As of 4:52 pm Dec 27th we are now being told we have to wait 60 days to receive a refund. This is an issue that should have easily been resolved. Not something that has been continually pushed back. They accepted the money within minutes but now It will take over 60 days to get It back.

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. Please note that they are pending a refund and will be notified as soon as it has been processed. Thank you.

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 2, 2024, I hired 3 Brothers moving and storage company to load, move and unload my inventory. On Dec 2nd, I was given a quote of $1576.00 for total move (see attachment). On Dec. 2, I paid 3 Brothers $564 deposit. 3 Brothers hired a subcontractor to do the job. On the day of the move, Dec 19th, the subcontractor came 4 hours later than the designated time. He walked in the house for about 30 seconds, looked around at the inventory and said he wanted an additional $500. I told him I wasn't going to pay the extra charge because my inventory was accurate. In fact, I had 3 medium boxes and 1 bookshelf less than the inventory, which 3 Brothers salesman, ********* ******* knew about. He accepted the changes (see 2 emails attached). The contractor told me he would not do it. I called 3 Brothers Moving and Storage company immediately and spoke to **** ******. She did not believe me about the quantity of my inventory and said I was not telling the truth. I told her I would send her pictures of the items to prove it and she said that wouldn't help. I asked her if I could speak to her supervisor, and she said "no". She said if I didn't pay the extra money, then the movers would cancel the job, and I would lose my deposit. I could not pay the extra money. I called Mr. ******* and he refused to speak to me. I then emailed her and the salesman, Mr. ******* the next day asking to speak to a supervisor and neither responded.

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. At the time of pick up it was determined the customer required 100 cubic feet additional for all of the items they wanted to go. We did also explain that the inventory list they had provided did not contain all of the items at the pick up location and therefore additional space was required. The customer did not wish to move forwarded with services and sent our team away. Based on our cancellation policy, the customer's deposit is fully non-refundable based on their refusal of service. Thank you. 

  Customer Answer

  Date: 01/14/2025

  3 Brothers Quote was intentionally not accurate.  My inventory I submitted to them was not used to give me the quote they gave me.  In fact, I took some of the original inventory off the list and they still wanted to charge me more.  After speaking to 2 other moving companies, it appears that 3 Brothers Moving gave me inaccurate quote so that they could demand more money at the time of moving. 

   

  My question to them is: How do you charge more money when my inventory to be moved was less than submitted with the quote I was given?

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22728350
  
  I am rejecting this response because:

  3 Brothers Quote was intentionally not accurate.  My inventory I submitted to them was not used to give me the quote they gave me.  In fact, I took some of the original inventory off the list and they still wanted to charge me more.  After speaking to 2 other moving companies, it appears that 3 Brothers Moving gave me inaccurate quote so that they could demand more money at the time of moving. 
  
   
  
  My question to them is: How do you charge more money when my inventory to be moved was less than submitted with the quote I was given?

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

  Business Response

  Date: 01/24/2025

  To Whom It May Concern:

  We do not intentionally charge the customer less. We provide the customer an estimate based on the items they provide. If the customer does not accurately describe their items or their items are different than what they provided to us their estimate has a potential for change. Even if the customer had less items, as they claim, if the items they did have were larger or inaccurately described then there is still a potential for price increase. As a courtesy we are willing to offer $150 in compensation. Thank you. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22728350
  
  I am rejecting this response because:  I did describe my inventory accurate. I think using the ********** boxes that said medium and small on the outside of each box is pretty accurate inventory. I did not "claim" to have less inventory. As the email attachment sent to your salesman stated, I confirmed to him I had less inventory once everything was packed. None of my inventory was inaccurate in its description.  You contracted a moving company who: was 4 hours late to the property; didn't want to be there, as he stated to me; walked into my house and within ****************************************** $500 more. Once I spoke to your company for over 45 minutes with your employee screaming at me because of my frustration at the moment, it ended once she said, "everyone's definition of a sofa is different" and they were going to believe the mover over me. The intentions of your company and the contracted company YOU hired were never to charge me the price I was quoted. It was just for you to get my deposit and then charge me additional money at the time of the move.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We have responded to all issues addressed within this complaint. We must go by the cubic footage contracted by the customer. We cannot change the customer's revised cost nor can we offer a refund. Thank you. 

  Customer Answer

  Date: 02/11/2025

  Im sorry but I dont agree with closing my file. Offering me $150 and they keep $400 does not seem equitable.  Not happy with the decision 

• Initial Complaint

  Date:12/19/2024

  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.

  On Sept 12 I began speaking with **** at 3 Brothers Moving and storage. **** was contact person who processed paperwork and payment. *********** both insisted that I had a very large move would require multiple trucks. I agreed to terms and conditions while under medication following surgery due to the timeline of my move, knowing I could review and cancel. When I reviewed my estimate the estimate indicated 1684cf (******lbs) equals one single truck. When I attempted to contact the company I was unable to reach anyone. On Sept 28 after 7 days of attempting to contact customer service using four phone numbers I had been provided I sent an email requesting cancellation of my move, and requested my deposit be refunded.On September 28, the company sent an email which confirmed cancellation and authorized a full refund of my deposit of $3482 in response to my request for cancellation and refund of deposit. In my request I questioned the legality of the contact as it specifically stated my move was considered a long distance move quoted for 24 miles, although my move was only 18 miles door to door, and well under the 50 miles to qualify as a long distance move. I also questioned the fact that over the phone both representatives insisted it would take multiple trucks yet the estimate indicated it was only for 1684 cf (******lbs) which would have only been one single truck. On Oct 13, I received email that they would check with billing as I had not yet received refund. On Oct 30, I received request of address for billing to send refund check. Though multiple emails and text messages have been sent, I have received no further response, and no refund.I hired a different moving company and paid hourly for 3 movers and 1 truck, 1684cuft, a total of $2135 in cash for my move on Oct 7. Which is approx 1/4 of the total 3 brothers estimated total moving cost of $7503. I have an estimate under 3 brothers and a bill of landing under company name unlimited moving and storage

  Business Response

  Date: 12/23/2024

  To Whom It May Concern:

  We are in receipt of this customer's complaint. We request that the customer provide a mailing address so that we can forward it to billing so that their check can be mailed. Thank you. 

  Customer Answer

  Date: 12/23/2024

   
  Better Business Bureau:
  

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

  
  I am providing you with my mailing address per the businesses response so their billing department can send me a check for the previously approved amount of $3482.00, as their billing department refuses to contact/respond to me directly and I can no longer reach anyone in their customer service department. Additionally I have already responded to their inquiry for this information directly providing my mailing address multiple times and still not received a check. I do not know hot to otherwise get this information to the company so that a check is sent.

  My mailing address is ************************************

  I have also included a copy of the sent email from Oct 30, 2024, which shows the same mailing address being sent to their customer service department.

  
  Sincerely,
  
  ***** Dum

  Customer Answer

  Date: 01/18/2025

  I responded on Dec 23, 2024 and provided my mailing address as requested, as well as provided documentation of having sent my mailing address directly to the company in October when they requested it in order to mail a check. Now 4 weeks later, 22 business days due to the holidays, I still have not received a refund check from 3 Brothers moving.

  Customer Answer

  Date: 01/21/2025

  I responded on Dec 23, 2024 and provided my mailing address as requested, as well as provided documentation of having sent my mailing address directly to the company in October when they requested it in order to mail a check. Now 4 weeks later, 22 business days due to the holidays, I still have not received a refund check from 3 Brothers moving.

  Business Response

  Date: 01/24/2025

  We have notified Billing that the customer had rejected our response in order to expedite mailing. If the customer has any additional questions they can email **************** at ********************************************************** Thank you. 

  Customer Answer

  Date: 02/07/2025

  I am confused as in December 3Brothers agreed to issue the refund provided I provided my mailing address.

  My response accepted that, as the reason for my complaint was that they had not issued the check for the refund they had authorized in September.

  My response was sent with my address

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I am providing you with my mailing address per the businesses response so their billing department can send me a check for the previously approved amount of $3482.00, as their billing department refuses to contact/respond to me directly and I can no longer reach anyone in their customer service department. Additionally I have already responded to their inquiry for this information directly providing my mailing address multiple times and still not received a check. I do not know hot to otherwise get this information to the company so that a check is sent.
  My mailing address is ************************************
  I have also included a copy of the sent email from Oct 30, 2024, which shows the same mailing address being sent to their customer service department.
  

  Then on Feb 6 in the mail I receive a letter that I must respond within 10 calendar days of the date on the letter, which was Jan 28, Feb 7 being day 10, when I open the claim on Feb 7, I find it marked closed, and the response from the business:
  

  MESSAGE FROM BUSINESS:
  We have notified Billing that the customer had rejected our response in order to expedite mailing. If the customer has any additional questions they can email **************** at ********************************************************** Thank you.

   

  My message said that I found their resolution, to provide the refund satisfactory, and provided the mailing address. How does that equate to an appropriate response of the business notifying billing I rejected their response?

  If I find the response to provide the refund satisfactory, what have I rejected?

  Yes as instructed I also emailed the business this same question at *************************************************************************************************************
  

  Customer Answer

  Date: 02/10/2025

  I am confused as in December 3Brothers agreed to issue the refund provided I provided my mailing address.
  
  My response accepted that, as the reason for my complaint was that they had not issued the check for the refund they had authorized in September.
  
  My response was sent with my address
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I am providing you with my mailing address per the businesses response so their billing department can send me a check for the previously approved amount of $3482.00, as their billing department refuses to contact/respond to me directly and I can no longer reach anyone in their customer service department. Additionally I have already responded to their inquiry for this information directly providing my mailing address multiple times and still not received a check. I do not know hot to otherwise get this information to the company so that a check is sent.
  My mailing address is ************************************
  I have also included a copy of the sent email from Oct 30, 2024, which shows the same mailing address being sent to their customer service department.
  
  Then on Feb 6 in the mail I receive a letter that I must respond within 10 calendar days of the date on the letter, which was Jan 28, Feb 7 being day 10, when I open the claim on Feb 7, I find it marked closed, and the response from the business:
  
  MESSAGE FROM BUSINESS:
  We have notified Billing that the customer had rejected our response in order to expedite mailing. If the customer has any additional questions they can email **************** at ********************************************************** Thank you.
  
   
  
  My message said that I found their resolution, to provide the refund satisfactory, and provided the mailing address. How does that equate to an appropriate response of the business notifying billing I rejected their response?
  
  If I find the response to provide the refund satisfactory, what have I rejected?
  
  Yes as instructed I also emailed the business this same question at *********************************************************

  Business Response

  Date: 02/15/2025

  We have notified the ****************** that the customer has accepted the refund offer. Please forward any additional questions to ********************************************************** Thank you. 

  Customer Answer

  Date: 02/18/2025

   
  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.
  I  look forward to receiving refund check from the billing department.
  Sincerely,
  
  ***** Dum

  Customer Answer

  Date: 03/07/2025

  Feb 18, 3 Brothers Moving and Storage indicated their billing department was notified I accepted their resolution to provide the previously approved refund of $3482. On Feb 18, I also acknowledged this resolution. It is now March 7, 3 weeks later and I still have not received a refund check. 

  Customer Answer

  Date: 03/26/2025

  Yes, I would like to reopen the complaint and have the message forwarded to the business.

  On Feb 18 the business notified billing to send the refund that was approved in September, and the basis for the complaint. It is now March 26, 5 weeks later, and I have not received a refund check from the billing department. If the billing department had sent the refund check as indicated they were notified to do on Feb 18, I would have received it within 5 weeks. This is the same issue as billing was to send the refund check in September 2024, now a full 6 months has passed and no refund check has been received.

  Customer Answer

  Date: 03/27/2025

  Yes, I would like to reopen the complaint and have the message forwarded to the business.

  On Feb 18 the business notified billing to send the refund that was approved in September, and the basis for the complaint. It is now March 26, 5 weeks later, and I have not received a refund check from the billing department. If the billing department had sent the refund check as indicated they were notified to do on Feb 18, I would have received it within 5 weeks. This is the same issue as billing was to send the refund check in September 2024, now a full 6 months has passed and no refund check has been received.

  Business Response

  Date: 04/01/2025

  Please contact ********************************************************* regarding any further billing inquiries.

  Customer Answer

  Date: 04/21/2025

  Per their response, email was sent to *************************************************************************************************************, however company continues to neither acknowledge nor respond to correspondence sent to that email.

  Their resolution is to pay the refund they already authorized, and now to communicate directly through them. Yet they have refused to simply mail refund check for 7 (seven) months, and do not communicate directly. They do not comply with their own resolution.

  
  

  Customer Answer

  Date: 04/21/2025

  Per their response, email was sent to *************************************************************************************************************, however company continues to neither acknowledge nor respond to correspondence sent to that email.

  Their resolution is to pay the refund they already authorized, and now to communicate directly through them. Yet they have refused to simply mail refund check for 7 (seven) months, and do not communicate directly. They do not comply with their own resolution.

  Business Response

  Date: 04/22/2025

  We have notified our billing team of this ongoing issue. Thank you. 

  Customer Answer

  Date: 05/14/2025

  Business continues to notify their billing team. Resolution was accepted in December 2024 for business to pay refund amount that had been approved in September 2024. Now May 2025, business has not managed to send refund check. Only manages to notify billing, no longer responds to customer contact. Simply notifying billing is not a resolution. Billing needs to follow through and send refund check.

  Customer Answer

  Date: 05/14/2025

  
  
  Business continues to notify their billing team. Resolution was accepted in December 2024 for business to pay refund amount that had been approved in September 2024. Now May 2025, business has not managed to send refund check. Only manages to notify billing, no longer responds to customer contact. Simply notifying billing is not a resolution. Billing needs to follow through and send refund check.

  Business Response

  Date: 05/20/2025

  We have requested that the billing team expedite this customer's refund. Thank you. 

• Initial Complaint

  Date:12/18/2024

  Type:Delivery 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 got them for my move to *****************, ** and talked to *** and told him everything that needed to be done and be out by Dec. 5th. I sent the deposit $1500, $792 for pickup and $792 for delivery. I told him I had a 2 1/2 garage and a bunch of things to move. During the months before the move I talked to ***** and told I hope that I hope you guys have a big enough truck to move all of my stuff. They said don&#**;t worry we have a big enough truck and we will be there on Dec. 4th. They were supposed to be there between 11 am - noon. I texted then and I told them I have to be out of here by midnight. They texted me that the driver would be late. They kept changing the times. The driver got to my house at 10:15pm. The driver got there and said I had too much stuff and would be charged more money. It ended up costing me $5200 instead of $3100. I told 3 different people that I had a lot of stuff. I would like a refund.

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We are in receipt of the customer's complaint. We sincerely apologize for the confusion and frustration they have experienced. We understand how important a smooth move is.
  The initial estimate was based on the information the customer provided to their ********************** coordinator, who created an estimate based on cubic footage (CF) requirements for the items disclosed. However, the customer is required to pay for the cubic footage their items occupy on the truck, as this reflects the actual space needed for the move. This can occur if additional items are added, if items are oversized or non-stackable, or if extra services are needed. The customer is charged for the space their items occupy, which the customer agreed to at the time of pickup.
  Additionally, the customer agreed to and signed the revised estimate with the carrier at pickup, which is why they proceeded to load their items based on the agreed-upon details. Based on this information we cannot provide a refund as all services were rendered. Thank you.

  Customer Answer

  Date: 01/23/2025

  I had No Choice but to agree to more money for pick-up, because as I told 3 different people at 3 brothers , I had to be out by midnight, because the new owner was taking position of the house!! The driver never got their till 10:15 pm???

  Customer Answer

  Date: 01/27/2025

  I had No Choice but to agree to more money for pick-up, because as I told 3 different people at 3 brothers , I had to be out by midnight, because the new owner was taking position of the house!! The driver never got their till 10:15 pm???

• Initial Complaint

  Date:12/17/2024

  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 scheduled a move on 10/12/24 for the end of December for within SC, and the company IMMEDIATELY took $1400.66 for 1/2 of the moving cost out of my account. The move had to be cancelled a few days later, so I contacted Three Brothers. They said I could get only $850 back because they still had to pay for gas and manpower, but after two months of repeated texts and phone messages to the billing company, I've had no response and no money returned. I called again last Friday (12/13/24), but was told the ************** doesn't work on Friday, and to call back on Monday. On Monday I called back and was told the ***** was "out to lunch." After 2 months since the move cancellation, I still have not received ANY refund or the courtesy of a return call. Do not use this company. They are a Fraud!!

  Business Response

  Date: 12/18/2024

  To Whom It May Concern:

  We are in receipt of this customer's complaint. The customer elected to cancel outside of their 72 hour cancellation window and therefore their deposit is fully non-refundable. If the customer would like we are happy to place their move on hold and their deposit can be applied to any move within the next 2 years. Thank you. 

  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 ***** 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, 10/12/2024 04:03:14 PM (ET)
  Document Signature Name: ******** *******-******
  Document Signature Email: *********************************
  Document Signature Date: Saturday, 10/12/2024 04:11:23 PM (ET)
  Document Signature IP Address: *************
  Internet Browser: FireFox
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 01/02/2025

  I never received any response from Three Brothers regarding my complaint submission with BBB. Also, please note the following:

  1) No mention of a 72 hour cancellation mandate was mentioned verbally or written in the agreement.

  2) The move cancellation was made in writing more than one month before the scheduled move. I was told when the move was scheduled that changes could be made any time before 5 days prior to the move.

  3) I texted ****** *********, the Relocation Specialist, on 12/6/24 requesting the status of my promised refund. He responded that half of the deposit in the amount of $850 had been returned to me. When I responded I had not received it, he said to check with the ************* at ************. The ************* never responded to voice mail or texts.
  

  
  

  Customer Answer

  Date: 01/03/2025

  I never received any response from Three Brothers regarding my complaint submission with BBB. Also, please note the following:

  1) No mention of a 72 hour cancellation mandate was mentioned verbally or written in the agreement.

  2) The move cancellation was made in writing more than one month before the scheduled move. I was told when the move was scheduled that changes could be made any time before 5 days prior to the move.

  3) I texted ****** *********, the Relocation Specialist, on 12/6/24 requesting the status of my promised refund. He responded that half of the deposit in the amount of $850 had been returned to me. When I responded I had not received it, he said to check with the ************* at ************. The ************* never responded to voice mail or texts.

• Initial Complaint

  Date:12/17/2024

  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.

  We are still in the middle of our move and it's not going well!. In shopping for movers, I provided ********* ******* of 3 Brothers Moving with a detailed list of what would be moved - it was a California King mattress and box springs-a 3-piece sectional couch-a flat screen TV and 5-7 boxes. He provided me a quote for $1976. That is exactly what we shipped (along with one set of golf clubs), but when the movers showed up on December 8, 2024, they said the move would cost $4000. Obviously I was unhappy and argued, but my daughter and I had a flight out that afternoon, so didn't have a choice but to agree to the move - based on the movers indicating that 3 Brothers would probably resolve the charges before the delivery occurred. I did call 3 Brothers customer service (before sending the movers on their way) and they said they would review the paperwork and get back to me and figure out a resolution. That was 10 days ago. Since then I have called Christian several times, but he blocks my number and sends it to voice-mail. I have also called customer service several times, but they say they still haven't received any paperwork. Today, customer service said that I am out of luck, because I agreed to the revised pricing and will have to live with it. I reiterated the circumstances - movers there to pack and load quoting double the estimate, me and my daughter with flights out that afternoon, no choice but to proceed. Based on my experience so far, 3 BROTHERS MOVING IS A SCAM AND NO ONE SHOULD USE THEM. In addition ********* ******* CAN NOT BE BELIEVED OR TRUSTED AND MAKES NO ATTEMPT TO PROVIDE CUSTOMER SERVICE. DO NOT USE 3 ********************************************* AND IF YOU EVER RUN INTO ********* ******* IN THIS JOB OR A FUTURE ONE, EXPECT ANYTHING HE TELLS YOU TO BE A LIE.

  Business Response

  Date: 12/18/2024

  To Whom It May Concern:

  We are in receipt of this customer's complaint. We do apologize if the customer feels he has not be able to make adequate contact with his relocation specialist, *********. We do encourage all of our customer to contact **************** for any issues that arise once they have booked their move as they are the team members that would be able to provide assistance in those circumstances. The customer signed a ********************** estimate with us that states that if they have any additional space, weight, items, or services needed their price is subject to change. The mover did provide the customer with a revision of cost and the customer elected to move forward with the revised cost. The other options the customer had prior to agreeing to that estimate cost was taking only items that would fit in the initial estimated space or declining services. We would like to offer the customer $100 as compensation for any issues they have had and if the customer has any additional questions we encourage them to contact customer service for assistance. Thank you. 

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11.23.24 11:00 We told 3 Brothers Moving & Storage, ***** ****** (*******) we needed to move 5-bedroom home ** to **. Quote included 2 semis- 1 full & 1/2 semi. ***** said he could move us for $5136. Paid w/ echeck & signed quote thinking it was what we discussed. 11.25.24 12:45 ********************************************************* ********* ****, had me sign another agreement they referred as a Bill of Landing. That night, I told my husband he mentioned we needed 2036 cuft, contract says 1000 cuft. He calculated again space we needed for a 5-bedroom home, 1000 cuft, was not even close to what we discussed on phone. We researched 1000 cuft was 2-3 bedroom. I emailed ***** @ 7: 37pm he called back saying it would get figured out after the next day with his manager. 11.26.24 10ish Contacted ***** the next day, manager contacted us and told us it was not possible to do a move that cheap. We said then we did not want to use them and to cancel. Which states on the website they refund if canceled within 72 hours of the signing of Bill of Landing. Then we got a new contract 2 hours or so in our inbox with a different cuft #, same price. We ignored the email since we knew the manager already said on the phone we could not do the deal with our budget and we canceled. ***** called again and we did tell him the manager could not come to an agreement earlier and he acted dumbfounded like he didnt know the manager told us they couldnt do the move. He said he sent us another email contract and we could get what we wanted. My husband said firmly once again we were not using his services because of the way they do business and he needed to refund us our money. 12.4.24 6:24pm Wednesday evening ** time the dispatcher calls from the company and wants to discuss our move with us. We told him we canceled several days ago. He said he was just dispatch. I said we are waiting for our money back and he said good luck getting our money back he was just dispatch. Call came from ************.

  Business Response

  Date: 12/11/2024

  We are in receipt of this customer's complaint. We would like to confirm that we have received the customer's request for cancellation and the customer will receive a refund in the amount of $2,470. Thank you. 

  Customer Answer

  Date: 12/12/2024

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

  Customer Answer

  Date: 12/20/2024

  Sent email to these emails of the company...
  ****************************************************************************************************************,
  ****************************************,
  *************************************************************************************************************

  on December 13, 2024 at 9:53am
  I was told I would receive a phone call in reference to my conversation with customer service on 12.11.2024 and I did not receive one on 12.12.2024. Please call me back at ************ leave a message if I don't answer or let me know how I will be refunded the $2470.00 as stated in the complaint filed with the BBB. You can also email me at *******************************.  I will need a response by 12.18.2024. I have attached the letter stating you will be refunding me. 
  
  
  Thank you, 
  ******* Dalek 

  BBB, I have NOT heard from this company since in reference to the refund they say they will give. I believe they are a scam all around. They need to be investigate by the ************************ in ******* and a class action lawsuit should be started for all the people they continue to scam. 

  ******* Dalek

  Customer Answer

  Date: 12/24/2024

  Sent email to these emails of the company...
  ****************************************************************************************************************,
  ****************************************,
  *************************************************************************************************************

  on December 13, 2024 at 9:53am
  I was told I would receive a phone call in reference to my conversation with customer service on 12.11.2024 and I did not receive one on 12.12.2024. Please call me back at ************ leave a message if I don't answer or let me know how I will be refunded the $2470.00 as stated in the complaint filed with the BBB. You can also email me at *******************************.  I will need a response by 12.18.2024. I have attached the letter stating you will be refunding me. 
  
  
  Thank you, 
  ******* Dalek 

  BBB, I have NOT heard from this company since in reference to the refund they say they will give. I believe they are a scam all around. They need to be investigate by the ************************ in ******* and a class action lawsuit should be started for all the people they continue to scam. 

  ******* Dalek

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  As of 1/10 a refund has been processed to this customer. We respectfully request that this complaint be closed as resolved. Thank you. 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22670092
  
  I am rejecting this response because: I have not received refund payment yet. I will notify the BBB once I have received the funds in my account. They say they will be sending me a check soon. Thank you. 
  
  Sincerely,
  
  ******* Dalek

  Business Response

  Date: 01/24/2025

  We have notified billing of your stance. Thank you. 

  Customer Answer

  Date: 01/24/2025

  We have received the refund check and it has cleared our bank.

  ******* Dalek

  Customer Answer

  Date: 02/06/2025

   
  Better Business Bureau:

   

  We have received the refund check and it has cleared our bank.

  ******* Dalek

   
  
  Sincerely,
  
  ******* Dalek

• Initial Complaint

  Date:12/04/2024

  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.

  3 Brothers was hired to move our 77 year old Mother into subsidized housing assisted living. The day of the move we were told they subcontracted out to another company who was 4 hours late making it impossible to get her to her new facility before the *** that day. Upon arriving and loading the truck they said the price would now be more than double the original estimate. The added items on such as mattresses, stairs, boxing, long carry, and additional stop, all of which was listed in the original contract. I tried for 24 hours to communicate with the company to understand all the additional charges and there answer was "we have to wait for the final invoice". When the truck arrived at the facility the next day the driver demanded $4000 in cash before he would start unloading. (The original estimate TOTAL was $2300 and her original balance on delivery was $1300.) 3 Brothers was of no help to diffuse the situation. The driver refused to supply us with identification, receipts, or paper copies of the final invoice, and tried to run me over when I took pictures of the truck as proof. They started to leave and told us we would pay $900 if they had to return and a additional $600 for everyday it took to get back to deliver the goods. She has over $5000 in damages to items they deliberately broke and flipped upside down when placed into the facility. The contract they originally made her sign states that she is not allow to negativity impact the company on social media for any wrong doing.

  Business Response

  Date: 12/11/2024

  We are in receipt of this customer's complaint. Please note that the customer did sign a Bill of Lading with their assigned carrier listed prior to pick up as well as our estimate which states we are moving coordinators only.

   

  4. CUSTOMER HAS HIRED 3 ********************************************* & ******************** LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, 3 BROTHERS MOVING & STORAGE LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  
  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 ***** 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.

  While we do understand it may be frustrating for the customer if there are unforeseen delays we do not guarantee time frames and explicitly state that all time frames are estimates and not guaranteed. The customer was provided an estimate based on 406 cubic feet. If the customer exceeds this space reservation they will be provided with a revised cost at the time of pick up. The customer agreed to this revision and the pick up crew moved forward wit loading the items. Upon reviewing the customer's initial contract, they did not have services listed for packing, long carry, or a second stop. Because these were not itemized charges listed, the charges at pick up are applicable. 

  Per the customer's signed contract, all payments are due in full prior to the team offloading. The customer did have to pay their remaining balance in order for the delivery team to begin to unload the truck. We will certainly address the allegations the customer stated regarding potential safety issues at the time of delivery with the carrier that completed the move. 

  If the customer has any additional questions regarding the revised charges we encourage them to contact our customer service team. Thank you. 

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22637573
  
  I am rejecting this response because:

  Company has not been responsive to any of our calls. They finally sent a email a week later (attached) telling us how to file a claim but the response (attached) from the claim company states that they do not service that carrier who does not even match the *** and MC# that picked up my belongings. The final estimate was not given to us to review and contained additional charges clearly stated in the original contract that were to be included in the original price. When asked for a paper copy we were told to "take a picture". Carrier would not even give us personal ID & a receipt for paying $4000 in cash. When I wrote a bill of sale he denied signing it and scribbled on a separate piece of paper that we paid him with no ID to prove it. The only documents and contract we have clearly state that 3 Brothers is the mover and at no time did they inform us that they were subcontracting out the move to someone else.

  
  Sincerely,
  
  ***** & ******* ********

  Business Response

  Date: 12/23/2024

  To Whom It May Concern:
  We are listing the sections applicable to the customer's complaints below: 
  4. CUSTOMER HAS HIRED 3 ********************************************* & ******************** LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, 3 BROTHERS MOVING & STORAGE LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  
  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 ***** 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.
  

  This is signed by the customer confirming that they were aware and did agree to the knowledge that 3 Brothers is a moving broker, not a carrier. The customer also signed a Bill of Lading with their assigned carrier listed prior to pick up. With that being said, there is no breach of contract. The customer is welcome to read their estimate to see that all of this information is provided within it. 

  We are happy to request a receipt be provided for the payments made at the time of pick up and drop off. We also encourage the customer to file all claims with the claims company they were previously provided. Additionally, we would like to offer compensation in the amount of $250. Thank you. 

  Customer Answer

  Date: 01/03/2025

   
  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:11/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a move from **************** to ******** we were quoted a price yet when the movers came to pick our belongs up the price doubled we had no choice but to pay it because we were leaving the following day we we arrived in ******** and got our stuff there was numerous things damaged and missing after many calls unanswered it was not until an individual back in ********** that had happened to get some of our boxes with military paperwork in them that looked us up and informed us that he recieved several of our boxed and now we are going to have to go through the expense of having to have our classified military documents sent to us through the us postal system this is very unprofessional of this company and they should be taken better care of there customers

  Business Response

  Date: 12/01/2024

  To Whom It May Concern:

  We are unable to locate this customer within our database. We request that the customer provide their assigned move number so that we can provide further assistance. Thank you.