Business Profile

Moving Brokers

3 Brothers Moving & Storage LLC

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Complaints

Customer Complaints Summary

201 total complaints in the last 3 years.
127 complaints closed in the last 12 months.

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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:11/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Formal Complaint Damaged Items and Inadequate Claim Resolution I hired 3 Brothers Moving and Storage Company to move my furniture and other items from ********* to *******. Unfortunately, upon delivery, I discovered that almost all my furniture was ************ are the specific issues:The support for the dining table was broken, rendering it useless.The glass doors on the china cabinet were shattered and cannot be repaired.A part of the coffee table is missing.The glass on the display case is chipped.The total cost of this furniture is $9,000, and I paid $6,786 for the moving services. The company charged the deposit for services to my credit card but refused to unload my items until I paid the remaining balance in cash. Additionally, I did not sign any paperwork, but my signature was falsified.I filed a claim, and after two months of deliberation, I was sent a $75 check. This amount is grossly inadequate given the extent of the damages.Please review this matter urgently, as this resolution does not reflect the seriousness of the situation or the value of the items that were damaged.
Business Response
Date: 12/01/2024
To Whom It May Concern:
We are in receipt of this customer's complaint. Upon further review we can confirm that the customer did sign all of their documents electronically. The customer also physically signed all documents at the time of pick up. These signatures were not falsified as the customer alleges. The contract that the customer signed and agreed upon does state that all payments are due prior to off loading at the time of delivery. This is standard practice.
16. UPON BOOKING, UP TO 50% DEPOSIT FEE IS REQUIRED TO BE PAID BY CHECK, ZELLE, OR ELECTRONIC TRANSFER INTO COMPANY ACCOUNT. UPON PICKUP CARRIER MAY COLLECT UP TO 70%. PAYMENT WILL BE DUE IN THE FORM OF CASH, CERTIFIED CHECK, OR CASHIER'S CHECK POSTAL MONEY ORDER. THE REMAINING BALANCE MUST BE PAID IN FULL UPON DELIVERY BY CASH OR POSTAL MONEY ORDER. THE CARRIER RESERVES THE RIGHT TO COLLECT UP TO 70% OF BALANCE DUE PRIOR TO THE ***** LEAVING THE ORIGIN STATE. SUBJECT TO FEDERAL LAW, PAYMENT IN FULL OF ALL CHARGES IS REQUIRED BEFORE DELIVERY AND PRIOR TO UNLOADING.
The customer must dispute any offers of compensation for damages with the claims company directly, we cannot change their compensation offer.
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 *****, 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.
As a courtesy we are willing to offer additional compensation in the amount of $200. Should the customer accept we request that the customer provide a mailing address for their refund check. Thank you.
Initial Complaint
Date:11/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were contracted with 3 Brothers to pick up the contents of our 2 bedroom apartment and 16x8x8 PODS and move it to ******** from **********. I had received an estimate for ********; there should be a recorded conversation of this along with the estimate. On the day of the move, the company they subcontract to, whose number is ************ (I cannot locate them on the web) sent out a crew to move us. The ******* went over the estimate, was aware of the ***** and his crew proceeded to empty the apartment and load the truck. Once the apartment was virtually empty, he informed us that the price was actually going to be *********, because even before they loaded the ***** he said we had exceeded our limit. This is impossible, but we had already paid a deposit of ********, the apartment was emptied, and we had to leave that day. We had no choice but to go along with the new price. Both 3 Brothers and this subcontracted moving company, I believe Masters moving and storage, have declined to resolve this issue; I don't receive calls back and have even been hung up on.Two other issues: first, on the day of the move, the moving crew significantly scratched the wood floor of our rented apartment, jeopardizing our security deposit. They have done nothing about this complaint. Additionally, they have made it very difficult to track our delivery, giving us conflicting information about whether the items have even been shipped yet, a week later.
Business Response
Date: 12/01/2024
To Whom It May Concern:
We are in receipt of the customer's complaint. The customer was provided an estimate for 1655 cubic feet. If the customer exceeds that estimated space contracted for, the pick up team is obligated to provide the customer with a revised option for all items to go along with the estimated cubic footage. If the customer has any additional items, items described inaccurately, or services required they may see potential changes in cost as can be read within their contract.
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 have requested an update on delivery for the customers items. We would also like to offer compensation in the amount of $250. Thank you.
Customer Answer
Date: 12/04/2024

Complaint: 22604632

I am rejecting this response because:

1) I gave a detailed inventory of my condominium contents during the estimate process, and I informed 3 Brothers that I had a 16x8x8 **** container that was 90% full. 3 Brothers should have a recording of this initial conversation.
2) 3 Brothers undercut all their competitors with their estimate, which is why I chose them. It is true that I had probably 8% more boxes and items in the **** than I originally thought; however, 3 BROTHRS HAS NOT JUSTIFIED THE INCREASE IN THE ESTIMATE FROM ******** TO *********, not to mention the additional ******** I had to pay the transport company in order to receive the delivery. This amounts to a 140% increase over the original estimate. 3 Brothers should have given me an honest estimate; had they been honest, I would have planned my move much differently. This is an unfair business practice.
3) Furthermore, I would have accepted a price increase that reflected the 8% additional items, but not 140%.
4) I also object to the way the estimate was increased by the company 3 Brothers contracted with, Master Moving. The ******* saw all the items in my condominium and knew about the **** container. Only after his crew had moved almost all the items out of the condominium and onto the street behind his truck did he inform me that the price was going to be ******. If I had refused, he would have left with all my items in the street and I would have lost my ******** deposit with 3 Brothers. This is nothing short of a scam, and 3 Brothers seems to have made no effort to deal with the company THEY assigned to me.

Sincerely,

****** *******
Business Response
Date: 12/11/2024
To Whom It May Concern:
We apologize that the customer does not feel we have provided a satisfactory response. We have explained in detail what caused prices to increase. We also have addressed with Master Movers the customer's concerns that they did not feel fully aware of the revised costs to ensure that does not happen in the future. We would like to offer the customer compensation in the amount of $500. Should the customer accept this offer we request a mailing address be provided. Thank you.
Customer Answer
Date: 12/16/2024

Complaint: 22604632

I am rejecting this response because:
I think ****** is an absurd amount. Master Moving, the company 3 Brothers contracted with to move our items, increased the price by 120%, *********. I would have thought that a minimum of ******** would have been reasonable. 3 Brothers and Master Moving have, in my opinion, engaged in a scam and extortion, since 3 Brothers undercut their competition by their estimate, and their subcontractors raised the price after they moved all of our items into the street and already had our deposit. Had they been honest before they moved all of our items into the street, we would have cancelled and found a better solution for our moving. The ******* saw all that we had before moving, so there is no reason for the delayed estimate other than to pressure us into accepting. I have since found out that Master Moving has a 1 star rating on ****, with some 45 complaints regarding the same issue of price gouging. This is the type of company 3 Brothers contracts?
Consequently, I will be pursuing the following actions:
1) I will be filing this week with California small claims court, and since the business was conducted in **********, I will be asking for the full ****** allowed under California law.
2) Upon advice of an attorney, I will be filing complaints this week with the following agencies:
-regarding both companies, the *********************************************************************
-regarding specifically 3 Brothers, the ************************************ and Department of Professional Regulations.
3) I will continue advocating regarding this issue, especially given that I am not the only customer who has had this type of experience with these companies.
Sincerely,

****** *******
Initial Complaint
Date:11/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hired this company to move my Sister and her husband. The First ********* I spoke with to set up the move was ******* *******. I was giving him a list of items to be moved . He never asked what type of bed was it box springs and mattress or style of bed. As first time to hire movers I did not know what to tell them and thought he should be asking the important questions since his expertise. I gave him an estimated guess on how many boxes so we could figure out size of truck would need. So quoted a price of $2,432.02, agreed on date of 6-25-2024 for the move. So day before the move I was at my sisters helping them get everything ready and I was resting and my sister got a call from ****** and he started to ask her about details of furniture that the First ********* should have asked me but didn't as either he was new to company and wasn't informed enough on what to ask us about the contents to be moved. Anyway ****** got ugly with us saying we would need a larger truck and would be an additional $2,500 dollars. So my sister gave him her debit card number and said ok instead of waking me. When I got up she told me about it and I said no as felt it was not our fault the first gentle man didn't know his job. Anyway I called them back and talked to ****** and he was very rude and advising that well it's a sleigh bed and takes up extra space in truck and I told him that his co worker should have asked those questions as that's your business knowledge. I told ****** that to cancel the bigger truck and refund my sisters $2,500 dollars and this was the exact same day as he took her payment!!!! They sent the smaller truck for moving and paid the money that was due that day. But as of 11-17-2024 my sister still has not received her $2,500 dollars. It's not from us not trying to get the money back either. They keep giving us excuses and then tell us it takes 30 days to issue a refund and I told them we have been waiting 6 months. Please help as at wits end!!!!!
Business Response
Date: 11/23/2024
To Whom It May Concern:
We can confirm that this customer is due a refund. We request that the customer provided a mailing address so that we can forward it to billing for processing. Thank you.
Initial Complaint
Date:11/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unprofessional Service &Deceptive Pricing Date: 10/14/24 & 11/11/24 I hired them for a move based on an initial quote and assurances that have not been upheld, and my attempts to resolve the situation have been met with complete disregard for customer service.Initial ****************** I was initially quoted $4,128 for moving my storage unit which measures 10' by 20' (approx. ***** cubic feet). After discussing the volume of my items with the **** ****, I expressed concern that the quoted 800 ft3 of space would not be enough. I was assured that this would be sufficient for my belongings. Following this convo, I agreed to increase the space to 900 cubic feet to be on the safe side, which increased the total cost to $4,528.When the movers arrived at my storage unit, they claimed that only half of my items would fit in the truck, despite the assurances I had received about the space requirements. They told me that in order to move the remaining items, I would need to pay an addt. $4,000, which I was not prepared for or informed about.Since the move, I have made multiple attempts to reach out to **** via phone, voicemail, and text to clarify and resolve this situation. I have not received any response from him, nor have I been able to get any assistance from the company. I am left with an incomplete move and a financial situation that I did not anticipate based on the information provided to me at the outset. This experience has been frustrating & financially burdensome. I believe I was misled about the space requirements, and the lack of comm. & customer support from them is unacceptable. I am now left with half of my belongings not being moved & a large addt. cost.I am requesting to investigate this matter and help facilitate a resolution. Specifically, I am seeking a refund for the unnecessary additional charges for space that was not properly communicated or calculated, as well as compensation for the poor service and lack of professionalism I have experienced.
Business Response
Date: 11/23/2024
To Whom It May Concern:
We are in receipt of this customer's complaint. We have spoken to this customer and already previously reviewed with them why the pricing increased. The customer was provided an estimate for 97 pieces of inventory. Upon the pick up team's arrival they loaded 220 pieces total. This customer had more than double the items they inventoried with us prior to pick up. Based on the contract signed and agreed upon, if the customer has any additional items or space required their price is subject to change. We have listed this section below. Based on this information, we are unable to offer any refund or compensation. Thank you.
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.
Customer Answer
Date: 11/25/2024
The response from 3 Moving Brothers is completely unsatisfactory. I have been trying to contact them for weeks without receiving any customer support. When I have been able to reach someone (I've spoken with ****** and ****), they each told me, "We will give you a call back later today or early tomorrow morning, as we need more information and do not have your paperwork." Yet, I have never received a return call. Their claim that "We have spoken to this customer and already reviewed with them why the pricing increased" is simply false.
I have called over 20 times and spoken with these representatives at least four times. I even had to send the required paperwork myself, as they were unwilling to provide it. They will not send me the original itemized estimate, which supposedly lists only 97 items (a figure I dispute). I also have emails showing that we provided our storage unit dimensions and spoke with ****, the salesperson, to
express concerns about the allotted space.
This pattern of behavior is clearly part of their business practice, as evidenced by numerous other complaints. It appears that 3 Moving Brothers routinely misrepresent information in order to trap customers into paying higher charges.
Customer Answer
Date: 11/25/2024
The response from 3 Moving Brothers is completely unsatisfactory. I have been trying to contact them for weeks without receiving any customer support. When I have been able to reach someone (I've spoken with ****** and ****), they each told me, "We will give you a call back later today or early tomorrow morning, as we need more information and do not have your paperwork." Yet, I have never received a return call. Their claim that "We have spoken to this customer and already reviewed with them why the pricing increased" is simply false.
I have called over 20 times and spoken with these representatives at least four times. I even had to send the required paperwork myself, as they were unwilling to provide it. They will not send me the original itemized estimate, which supposedly lists only 97 items (a figure I dispute). I also have emails showing that we provided our storage unit dimensions and spoke with ****, the salesperson, to
express concerns about the allotted space.
This pattern of behavior is clearly part of their business practice, as evidenced by numerous other complaints. It appears that 3 Moving Brothers routinely misrepresent information in order to trap customers into paying higher charges.
Customer Answer
Date: 11/25/2024

Complaint: 22551967

I am rejecting this response because:
The response from 3 Moving Brothers is completely unsatisfactory. I have been trying to contact them for weeks without receiving any customer support. When I have been able to reach someone (I've spoken with ****** and ****), they each told me, "We will give you a call back later today or early tomorrow morning, as we need more information and do not have your paperwork." Yet, I have never received a return call. Their claim that "We have spoken to this customer and already reviewed with them why the pricing increased" is simply false.
I have called over 20 times and spoken with these representatives at least four times. I even had to send the required paperwork myself, as they were unwilling to provide it. They will not send me the original itemized estimate, which supposedly lists only 97 items (a figure I dispute). I also have emails showing that we provided our storage unit dimensions and spoke with ****, the salesperson, to express concerns about the allotted space.
This pattern of behavior is clearly part of their business practice, as evidenced by numerous other complaints. It appears that 3 Moving Brothers routinely misrepresent information in order to trap customers into paying higher charges.

Sincerely,

**** ********
Business Response
Date: 12/01/2024
To Whom It May Concern:
We do not see any further correspondence with the customer's reply to our response so our information provided remains the same. As a courtesy, we are willing to offer compensation in the amount of $200. Should the customer accept this offer, we request the provide an address for mailing so that we can provide the $200 check. Thank you.
Customer Answer
Date: 12/08/2024

Complaint: 22551967

I am rejecting this response because: They still have yet to send or show any documentation of how many articles were in the inventory list or how the calculations did not come out to equal the original estimate. Not only did we pay additionally for more space and yet still had to leave several large expensive articles behind, but my vanity was broken on arrival and we had to pay the movers to move items inside upstairs (which we were again originally told that was included with the original estimate). This was a complete bait and switch tactic with our hands tied which the company used that to their advantage. $200 is not sufficient. At minimum $500 would be less of a slap in the face, but we still feel we were unjustly charged an extra $1500.

Sincerely,

**** ********
Business Response
Date: 12/18/2024
To Whom It May Concern:
We have attached the customer's paperwork including the inventory list as supporting documents. The customer has also reviewed this information with us over the phone. We are willing to offer the customer compensation in the amount of $300. Thank you.
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/12/24 thus company was to arrive at 11 am to move home items to *************************************************************** At 2:00 0n 6/12/24 Three Brothers was called by Mrs **** to ask why they had not arrived. She was informed that they were running late and would be there within an hr. Several hours later and they still had not arrived. Mrs **** called again several times and no one answered. At 8 or so that evening she reached out to another moving company since we were unable to reach 3 Brothers. The new company arrived the next day exactly on time and provided great service.Once the new moving company was there for an hour , a 3 Brothers truck appeared on the scene. Mr **** and one of the men from the new company addressed the issue with 3 Brothers driver. There was no effort on the part of the Three Brothers for the reason of them not showing up the day before. They left and within 15 minutes the came back and sropped in front of the house an took a photo. Rhose who were moving us explained that they came back to prove they were there. Yes they were there but a day later and with no effort to contact us why they didn't show up the day before and never answered the called we made the day they were to arrive .Mr **** notified *********** of situation. The ****** was refunded and weeks later was withdrawn again with no explanation why it was withdrawn. Mr **** has been a client of *********** for many, many years. He is a veteran of the Korean War and a Man of greater integrity. No 81 year old person should be paying for services not rendered. Three Brothers never called on the day that service was due and never answered again once they returned the call enquiring why they were not there. The did not arrive , did not answer phone after telling us that they would be there in an hour, which never happened. There r neighbors who know we waited all day for the truck to arrive.
Business Response
Date: 11/23/2024
To Whom It May Concern:
We are in receipt of this customer's complaint. We would like to begin by addressing that we do apologize for any inconvenience the customer experienced due to delays. We do have it listed in our contract that all pick up dates and time frames are estimates and only and not guarantees. We did arrive to complete the pick up for the customer which they declined. This is considered a refusal of services and does render the deposit non-refundable.

14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. 3 BROTHERS MOVING & STORAGE LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.SEE THE ***** BELOW FOR A ESTIMATED DELIVERY WINDOW:
0-500 Miles 1 - 8 Days
501 - 1500 Miles 2-14 Days
1501 - 2000 Miles 7 - 17 Days
2001 - 2500 Miles 8 - 21 Days
2501 - 3200 Miles 9 - 21 Days
20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY 3 BROTHERS MOVING & STORAGE LLC, IN WRITING TO *************************************************************************************************************.
Based on the terms listed above we are unable to offer a refund. Based on the customer's statement they have also issued a chargeback and the banking institution *********** has ruled in our favor as well. Thank you.
Initial Complaint
Date:11/09/2024
Type:Delivery 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 and storage for my moving services, I have yet to receive my things back or receive a prospective date to get my things back from them. My calls and emails do not get returned. My things were picked up by the moving company in August. I moved into my new apartment on the 1st of October. I called as soon as I signed my lease at the end of September to schedule getting my things. They told me they would call me when they had a truck ready. I havent received any calls or emails since and it is currently November 9th. I have tried contacting them many times in the past month due to the lack of updates on my belongings. I have already paid over $3000 to this moving company. I have no idea where my things are or how to get them back since the company hasnt responded to any of my messages. My order number doesnt bring up my moving information anymore. Im starting to worry this company is a scam and *** lost $3000 as well as $5000 worth of belongings.
Business Response
Date: 11/23/2024
To Whom It May Concern:
We are in receipt of this customer's complaint. Our last noted day of communication with this customer was October 23rd at which time they requested a delivery update. We are happy to assist the customer with any further questions they may have. The customer can contact us via phone at ************ or via email at ********************************************************** Thank you.
Initial Complaint
Date:11/06/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have another question we scheduled an appointment for them to come and move our furniture and a boxes from our home to our new home. When the mover got there, he walked inside the house and said oh no and refused to touch anything went back to his truck and said he did not have enough room on his truck and would not be moving anything for us, this was after our original conversation with the salesman said he had a 26 truck plenty of room to move everything for us yet. The mover refused to do anything and ended up leaving when we finally contacted the company. They said they would send someone back, but no one ever came , then they said they would send someone back the next day yet no one came so no one has come and I am out $800
Business Response
Date: 11/23/2024
To Whom It May Concern:
The customer's pick up crew arrived on the day of pick up at which time the driver did a walk through with the customer. It was determined that the customer's items to be moved were severely underestimated and a revision of cost was provided. The customer declined to pay the revised cost and refused services at which point the pick up crew departed. We are unable to offer a refund as the customer did refuse services. Thank you.
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.
20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY 3 BROTHERS MOVING & STORAGE LLC, IN WRITING TO *************************************************************************************************************.
Initial Complaint
Date:11/06/2024
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.
We were given a quote of $2,250 for a moving from ******* to ***************, (357miles) pick up on 10/27/24 or 10/28/24. After I gave them a detailed listing of items and sizes they estimated 442csf would be needed on the truck. We gave them a deposit via Zelle of $1,000, when pick up date was not met we called & they said it had been made , obviously it hadnt, so on 10/29 it was picked up , the driver said the estimate of csf was now 700csf and we would have to pay an additional $900 for the difference. He presented an incomplete bill of lading with no total just an amount of $1,250 which we paid again by ***** , the driver then told us he was not headed to deliver to us but continuing on up to **************** and that he would deliver to us on Thursday 10/31/24 , this date was not met do we called the driver and he said Saturday 11/2/24, again delivery was not made , we requested a revised bill of lading from 3 brothers with the total invoice amount do we could compare the initial estimate with new one they said they would email and then call us to discuss,they did not follow through,we also asked when shipment would be made they said in another 2-4 days . On 11/5/24 we called the dispatch company ****************** in *********** and they said 3 brothers and never asked them for the revised bill of lading invoice total , I asked where our shipment was and she said its now here at our hub in *************, she said the original pick up driver had got sick and they had to send out a new driver , and he would drive up same day 11/5 to deliver st 6pm and now we would have to pay $1200 cash an increase of another $300, I refused saying we would not pay cash only Zelle and there was no explanation of why it was now $3,450 total , she agreed to alter to cash acceptable and lower total to $1,000 on delivery, driver showed up 2 1/2 hours latest 8.40pm Many boxes were soaking wet falling apart and furniture chipped , we attached a small sample. 3 bros refused to help
Business Response
Date: 11/23/2024
To Whom It May Concern:
We have spoken to this customer at length many times about the price increase issues as well as their complaints that they were not picked up. The carrier picked up after some delays and their move was serviced. The customer had many additional items cause the space required to increase, as we have also explained to the customer. We have requested the paperwork from their assigned carrier and will forward it to them upon receipt. We are unable to offer a refund in any capacity as all services were rendered in their entirety. Thank you.
Customer Answer
Date: 11/23/2024

Complaint: 22521258

I am rejecting this response because: the itemized estimate supplied by us to 3Brothers was accurate , there were NO extra items added by us. They deliberately under bidded the cubic square footage on the estimate in order to get the business. As most of the items were damaged and soaking wet we were forced to file an insurance claim . This is disgraceful treatment by this company of a customer and I will continue to alert potential future customers as too the poor performance of this moving company for as long as it takes. I suggest they do the RIGHT thing and compensate us .

Sincerely,

America Fava
Business Response
Date: 12/01/2024
To Whom It May Concern:
As explained previously, the customer was provided as estimated space reservation. It was determined that the customer required additional space and that is why the price increased. We will provide the customer claims information for any damages so that they can process a claim for said items. We are also willing to offer compensation in the amount of $200. Should the customer accept this offer we request that the customer provide a mailing address for the compensation check. Thank you.
Customer Answer
Date: 12/02/2024
Thank you for your response , we filed a claim with the moving companys ************************************* carrier *********************** in early November 2024 for heavy water damage and physical damage to a lot of our items and are awaiting settlement of our claim within 60 days. In order to resolve our dispute with 3Brothers and move on we accept your offer of $200. Address to send payment is as follows. Please contact me should you have further questions. Regards
America Fava
*********************
Apt.2
Greenbrae
Ca. 94904
Customer Answer
Date: 12/04/2024

Complaint: 22521258

I am rejecting this response because:
Thank you for your response , we filed a claim with the moving companys ************************************* carrier *********************** in early November 2024 for heavy water damage and physical damage to a lot of our items and are awaiting settlement of our claim within 60 days. In order to resolve our dispute with 3Brothers and move on we accept your offer of $200. Address to send payment is as follows. Please contact me should you have further questions. Regards
America Fava
*********************
Apt.2
Greenbrae
Ca. 94904

Sincerely,

America Fava
Business Response
Date: 12/11/2024
To Whom It May Concern:
We have forwarded this address to our billing team. A refund check will be mailed. The customer has stated that they are satisfied with this resolution and we therefore request that this file be closed as resolved. Thank you.
Customer Answer
Date: 12/18/2024

Complaint: As soon as the check is received by me , I will be happy to close this case immediately
Thank you
Sincerely,

America Fava
Business Response
Date: 12/23/2024
To Whom It May Concern:
We have notified billing of the customer's request and a check will be mailed. Thank you.
Customer Answer
Date: 01/02/2025
Business stated they were sending a check for $200 on DEC .12 2024 , as of jan. 2 2025 nothing has been received.
Customer Answer
Date: 01/03/2025

Complaint: 22521258

I am rejecting this response because:
Business stated they were sending a check for $200 on DEC .12 2024 , as of jan. 2 2025 nothing has been received.

Sincerely,

America Fava
Business Response
Date: 01/13/2025
To Whom It May Concern:
We have notified billing that the customer has not yet received their check and requested a new one be mailed if necessary. Thank you.
Customer Answer
Date: 01/20/2025
Company stated 12/12/2024 they were mailing a check for $200 by way of compensation, as of Jan 20 2025 still no check received, this is getting ridiculous.
Customer Answer
Date: 01/21/2025

Complaint: 22521258

I am rejecting this response because:
Company stated 12/12/2024 they were mailing a check for $200 by way of compensation, as of Jan 20 2025 still no check received, this is getting ridiculous.

Sincerely,

America Fava
Customer Answer
Date: 01/21/2025
What a joke , wasting my time for 2 months, a company that does not live up to its commitments to its customers and ******************** just lets it happen. Disgraceful
Customer Answer
Date: 01/21/2025
Hi ***** , I appreciate the efforts of BBB, maybe I didnt express that part correctly. As you will note 3 Brothers moving company made an offer on dec12 2024 to settle on sending $200 , which I accepted on good faith , they have now chosen to renege on our agreement . That is the core of my complaint now , they deliberately chose to make matters worse by doing that , as your say they are under no obligation from you as you cannot enforce , why even choose to make the offer if youre not going to follow through , their only intention is too upset a customer further, that is fundamentally wrong , but as usual these type of companies escape any kind of penalty. I appreciate your fast response and thank you for trying. Regards
Initial Complaint
Date:11/04/2024
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.
I called 3 Brothers Moving & Storage and in detail gave them a list of inventory of my items that would need to be moved. They quoted me $2000+. I do not know the exact amount because they will no longer let me access my contract even after I requested a copy. Several weeks later I added 2 items and 15 boxes. They requested $500 more and $300 deposit which I paid. Upon moving day, the movers that they subcontracted wanted to charge me an additional $1000 that 3 Brothers under quoted me in cash. They never took 1 of the items that they billed me additional for. The 3 Brothers representative told me there would be a box for my TV for an additional $30, which was never provided. The 3 Brothers representative told me there would be a 24 foot truck, which would be "plenty of room for my items." I was later told by the sub contractor that additional cubic feet would be needed. The sub contractor told me that balance needed to be paid in cash ONLY if I wanted my belongings same day. The 3 Brothers representative that I was in contact with, ****, never advised me of any of this. I am requesting my deposit back, in full, and the extra $1000 I paid.
Business Response
Date: 11/23/2024
To Whom It May Concern:
We have attached both the customer's initial estimate as well as the revised estimate which caused their price increase, per the customer's request. As can be seen the customer was initially quoted 300 cubic feet for 12 items on inventory. The customer added 17 items during revision which increased needed space to 369 cubic. Because the customer added additional items they were responsible for the cost of the additional space, as their contract does state. The customer also signed and agreed to forms of payment that are acceptable at the time of pick up and delivery. At delivery the only forms of payment accepted are cash or a postal money order. We are unable to offer a refund as all services were rendered per the agreement the customer signed. Thank you.
Customer Answer
Date: 12/04/2024
I did email you back from my email address to say that the complaint was not resolved and I never heard back
Customer Answer
Date: 12/04/2024
I just said I responded directly to your email regarding this complaint that was never resolved. I am the consumer. You emailed me at ******************* and I responded. This complaint should not be closed.
Customer Answer
Date: 12/04/2024
Lucia,

I have corresponded with 3 Brothers however they have not resolved any issues. They will not refunded me for not taking the **** They did finally send me the contract but it was dated for November, not when I originally signed it. I have attached it to this email. I can not tell if they have doctored it or not. They said that quality assurance emailed me and I waived a visual inspection of my belongings, which never happened. They said they would contact the actual 3rd party shipper to get me a refund because there was no special packing of some of my belongings, that still hasnt happened. So I am still not satisfied
Customer Answer
Date: 12/04/2024
It says on message # ********DC795 to respond to ************************************
Business Response
Date: 12/11/2024
To Whom It May Concern:
The waiver is listed within the signed document provided. We would like to offer the customer compensation in the amount of $200 for the customer's concerns. Should the customer accept, we request that the customer provide us with a mailing address for their check. 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,

****** *******
Check can be mailed to
************************
****************************
Customer Answer
Date: 12/23/2024
I have not yet received a check from 3 Brothers in the amount of $200.00. It has been 2 weeks.
Customer Answer
Date: 12/24/2024
I have not yet received a check from 3 Brothers in the amount of $200.00. It has been 2 weeks.
Customer Answer
Date: 12/30/2024
I am not sure why this says I rejected the offer from 3 Brothers because I accepted it and I am still waiting for my check.
Business Response
Date: 05/05/2025
To Whom It May Concern:
We have issued this customer's refund and respectfully request that this complaint be closed as resolved.

MERCHANTLOGO
3 Brothers Moving&Storage

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

******** , **, 32751

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

04-28-2025
11:51
REFUND

Trans #: 8
BATCH #: 695
VISA
MANUAL
************2184
**/**
Base Amt:
$200.00
Resp:
CARD OK
85
Code:
053476
Ref #:
511815003845
TransId:
465118570722348
Cardholder acknowledges receipt of goods and obligations set forth by the cardholder`s agreement with issuer.

Signature

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

Customer Copy
Customer Answer
Date: 05/05/2025

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:10/29/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hired 3 brothers to move my stuff from *******, ** to ************, ** in July '24. They hired a 3rd party moving company without my knowledge, and on moving day another company called ******************************. My original quote from 3 Brothers was $2500 to include my belongings for a 1 bedroom apartment, which included an additional bed and extra large furniture. This information was disclosed to the salesman, Christian, but was not listed correctly on the moving quote. When the movers showed up they said I would have to pay over 4 grand to cover all of my items, but that certain items would not be covered by their insurance no matter what and it would be best to leave these items behind. They would not move my 6-drawer dresser, 2 TV stands, a bookshelf, an area rug, a desk, my washer/dryer set, or my 2 TVs (55 and 32 in). I was told they don't insure items made by **** and ******* and it would be best to leave them behind or I would have to pay extra to have them moved. My two large lounge pieces were listed as chairs so they charged me extra for the different measurements and my double recliner was listed as a single recliner so they charged extra for that as well. In the meantime, my friends are witnessing this nightmare of them charging me more for what I understood was already covered and insisting I leave behind items that were supposed to be covered in this move. I had to throw most of it out and give the rest away. I have called 3 brothers countless times since this date and no one from the company will call me back or even bother to resolve any of the issues with the movers. The movers have stolen items, refused to move items, and destroyed other items in the move; they have threatened me and cursed me out and have been a nightmare to deal with 3 brothers, who hired them, refuse to be accountable or help at all. Since the 3 brothers hired them they are liable and since they did the quote wrong they are responsible for that as well.
Business Response
Date: 11/23/2024
To Whom It May Concern:
We are in receipt of this customer's complaint. We would like to begin by apologizing that the customer felt the services received were unsatisfactory. We have received our communication files and we have spoken with this customer on numerous occasions prior, during, and after pick up. The customer was provided an estimated space requirement based on the inventory list they provided to us. If the customer does not accurately represent the items to be moved or does not list items then it can cause their estimate cost to be inaccurate. The customer did sign and agree on the documents prior to pick up that they had read and reviewed their documents and all portions were accurate and acceptable, including the inventory list. The items the customer were stating we could not move for the same price were NOT listed on her inventory. We have attached a copy of the estimate including the inventory list to support this. The customer did not have any TV stands listed, no bookshelves, no area rug, no desk, no washer/dryer set, and only 1 TV. Because those items were not listed they were not provided an estimated cost for them prior to pick up and the carrier did so on site. This customer has also issued at chargeback which in turns ties our hand to provide any further assistance as she has cancelled our services. We are happy to provide the customer with claims information for any damaged items and request a list of the alleged stolen items to address this with the carrier assigned. Thank you.
Customer Answer
Date: 12/09/2024
That is a lie! Why in the world would I not tell the movers I have all of those items to move, this is ridiculous! Now both companies are lying about what I told them I had in my move! This is absurd! It seems I'll have to take them to court to get the truth. I told *********, their sales **** ALL of my items that I had in my move, it is not on me that he entered them incorrectly and when I tried to get him to fix it accordingly I was blown off and the ticket was never fixed. I did tell him about ALL of the items I had in my place, the only thing not on there that I was aware of was the washer/dryer and the rug, but everything else was given to Christian at the time of the quote, which did include my dressers, tv stands, book shelf, and 2 tv's. I also told him I did not have boxes for my TV's and he said that was not a problem, that the movers could provide that. I reached out countless times through phone and email to get this resolved and both companies refuse to call me back or address the issue, now they are lying about what items I told them I had for the move. This is mind blowing that they are doing this at all and can get away with this on any level, I don't understand how they are in business. I told them everything I had to move; it is not on me that they did not list them correctly on the sales receipt, and this is how they rip people off and that is not okay. I thought BBB would do more but seems you don't care to help fix this either.
Customer Answer
Date: 12/09/2024
During your "time window" I was homeless and moving again, so I have not had time to check my emails or respond; so clearly this issue is not resolved or closed when the company keeps denying the truth and refuses to acknowledge their own lies and ripping me off. The fact that you expected me to respond in a short window is ridiculous, not to mention NO RESOLUTION HAS EVER BEEN OFFERED! JUST MORE EXCUSES AND LIES SO WHY GO THROUGH YOU AT ALL IF YOU'RE NOT GOING TO ACTUALLY HELP?!! WHAT'S THE POINT!
Customer Answer
Date: 12/09/2024
That is a lie! Why in the world would I not tell the movers I have all of those items to move, this is ridiculous! Now both companies are lying about what I told them I had in my move! This is absurd! It seems I'll have to take them to court to get the truth. I told *********, their sales **** ALL of my items that I had in my move, it is not on me that he entered them incorrectly and when I tried to get him to fix it accordingly I was blown off and the ticket was never fixed. I did tell him about ALL of the items I had in my place, the only thing not on there that I was aware of was the washer/dryer and the rug, but everything else was given to Christian at the time of the quote, which did include my dressers, tv stands, book shelf, and 2 tv's. I also told him I did not have boxes for my TV's and he said that was not a problem, that the movers could provide that. I reached out countless times through phone and email to get this resolved and both companies refuse to call me back or address the issue, now they are lying about what items I told them I had for the move. This is mind blowing that they are doing this at all and can get away with this on any level, I don't understand how they are in business. I told them everything I had to move; it is not on me that they did not list them correctly on the sales receipt, and this is how they rip people off and that is not okay. I thought BBB would do more but seems you don't care to help fix this either.
Business Response
Date: 12/11/2024
We are in receipt of this customer's response. We would like to again reiterate that we have reviewed our communication files and we have spoken with this customer on numerous occasions prior, during, and after pick up. The customer was provided an estimated space requirement based on the inventory list they provided to us. The customer did sign and agree on the documents prior to pick up that they had read and reviewed their documents and all portions were accurate and acceptable, including the inventory list. Without those items listed she was not charged prior to pick up for those items. This customer has also issued at chargeback which in turns ties our hand to provide any further assistance as she has cancelled our services. If the customer would like to discuss this further we encourage them to reach out to our customer service. Thank you.
Customer Answer
Date: 12/13/2024
The estimate I received did not have a breakdown list of everything I told the salesman over the phone, and none of that changes the fact that salesman failed to list items that I told him to and either listed them incorrectly or not at all. Again, no accountability on their part, and I'm sure the conversations are recorded so they can go back and hear I did tell him I had 2 Tv's, and 2 large lounge chairs, and a double recliner, a large dresser, a book shelf, and 2 tv stands. They keep ignoring where they messed up and refuse to be accountable for their own errors regarding my estimate, then they refuse to acknowledge that the other company has lied about my inventory more than once and they STOLE many of my personal items as well, the other company made threats to me and cursed me out and they have yet to acknowledge any of this behavior or try to offer any resolution or even care what the other company has put me through and they are the ones that hired the other company, not disclosing that information so therefore they breached our contract. Ask them if the calls are recorded, then they should be able to pull up the sales call with Christian where in fact I did disclose ALL of my belongings, except for the washer/dryer and rug (I did forget those items at the time), but the rest was told to Christian and he failed to list them, that is an issue on their side, not mine. It seems they want to excuse ripping me off, lying to me, and over charging for items that should have been listed correctly in the estimate, but that does not excuse the other company lying about what Items I had and the rest of the issues that followed. I sent countless emails and left countless messages asking for a manager to call me to resolve any of these issues and I was NEVER called back or taken seriously and to this day they have still not called me offering any resolutions or apologies for doing the estimate wrong, outsourcing another moving company without disclosing that information, the other company refusing to move my items unless I paid almost double the estimate since my items were listed incorrectly by the sales guy, Christian, and I had no way of knowing they were listed wrong until the day of the move when the movers showed up telling me the move cost is based on measurements and not weight, another thing 3 brothers failed to mention when I hired them, and the movers told me they would not move my dresser, shelves, tv stands, or desk because they said the don't "insure items made by **** or *******", which is what the mover told me the day of move, and when I reached out to 3 brothers over this discrepancy they refused to acknowledge it or return my calls. They said the movers told them they could not move a jewelry armoire, which I have never owned and was not at all what they refused to move, and I have witnesses to this fact. I had friends helping me pack my place since I'm disabled, and I can have him verify what happened since 3 brothers and the other company want to continue to lie an not be accountable or offer any resolutions to any of these issues. Therefore, I had to throw out most of those items and then all the other issues with the movers since they refuse to address or speak to me about as well. There is no excuse for listing my items incorrectly and then the movers trying to charge me almost double the day of the move because ********* listed them wrong or not at all, they need to take accountability for the fact and address the other issues with the movers and offer a resolution not excuses trying to cover their ***, that's not how you run a business. It's clear they don't care about customer service only ripping people off. I filed a police report regarding some of the items missing, but since I was able to go through my stuff I found a lot more items missing and will be filing a new police report regarding all of this. My rental insurance at the time won't cover my items because I can't meet the deductible, so someone needs to be accountable for the items lost, stolen, and destroyed that are not covered by either insurance policy, the lies, the ripping me off, the many items stolen, the threats and being cursed out by the company they hired to move me. They can either be accountable, offer a resolution, which would be a refund and take it up with ***** relocation regarding the theft and threats made to me or I'll keep seeking legal counsel and see them in court.
Customer Answer
Date: 12/16/2024
Please spare me this bull, I've left countless emails and phone calls since this all began and you refused to call me back, respond, or acknowledge any of these issues with this moving company that you hired. I had a right to dispute my deposit after all the h*** this other company put me through that you STILL REFUSE TO ACKNOWLEDGE OR ADDRESS TO THIS DATE, which is absurd. You breached our contract when you outsourced my move without my knowledge, then they tried to charge me double for the move because my items were listed incorrectly, and if you listen to the sales call then you can clearly hear me tell Christian exactly what was in my move that he FAILED to list to begin with, and told me the movers would have items to cover my TV's but when they showed up they said they could not package my TV's and I would have to leave them behind along with all my other items they refused to move, that were told to ********* when he did my quote, which you clearly have not listed to. You are full of excused but now accountability or offering resolutions to any of it whatsoever. What they did is illegal and they committed a felony by stealing from me and threatening me and you have yet to address any of those issues either. You rip people off and don't care what happens after the fact, then you should not be in any customer service industry if you can't ensure good customer service and only care about the money you rip off from people. I pray you and the other company get shut down for what you do is not right, legal, moral, or ethical. I want all of my money back from this move and that won't even cover all the items left behind or stolen, and you also know the insurance company isn't going to cover most of this either. If you cared about any of this you would have responded to my countless emails and phone calls, but you refused to and so now you can answer to the BBB and anyone else I file a complaint with. I am seeking legal counsel to sue both companies and that is that. You had plenty of time and chances to try to fix any of these issues and chose not to so now you can answer to the law
Customer Answer
Date: 12/18/2024

Complaint: 22488876

I am rejecting this response because:
The estimate I received did not have a breakdown list of everything I told the salesman over the phone, and none of that changes the fact that salesman failed to list items that I told him to and either listed them incorrectly or not at all. Again, no accountability on their part, and I'm sure the conversations are recorded so they can go back and hear I did tell him I had 2 Tv's, and 2 large lounge chairs, and a double recliner, a large dresser, a book shelf, and 2 tv stands. They keep ignoring where they messed up and refuse to be accountable for their own errors regarding my estimate, then they refuse to acknowledge that the other company has lied about my inventory more than once and they STOLE many of my personal items as well, the other company made threats to me and cursed me out and they have yet to acknowledge any of this behavior or try to offer any resolution or even care what the other company has put me through and they are the ones that hired the other company, not disclosing that information so therefore they breached our contract. Ask them if the calls are recorded, then they should be able to pull up the sales call with Christian where in fact I did disclose ALL of my belongings, except for the washer/dryer and rug (I did forget those items at the time), but the rest was told to Christian and he failed to list them, that is an issue on their side, not mine. It seems they want to excuse ripping me off, lying to me, and over charging for items that should have been listed correctly in the estimate, but that does not excuse the other company lying about what Items I had and the rest of the issues that followed. I sent countless emails and left countless messages asking for a manager to call me to resolve any of these issues and I was NEVER called back or taken seriously and to this day they have still not called me offering any resolutions or apologies for doing the estimate wrong, outsourcing another moving company without disclosing that information, the other company refusing to move my items unless I paid almost double the estimate since my items were listed incorrectly by the sales guy, Christian, and I had no way of knowing they were listed wrong until the day of the move when the movers showed up telling me the move cost is based on measurements and not weight, another thing 3 brothers failed to mention when I hired them, and the movers told me they would not move my dresser, shelves, tv stands, or desk because they said the don't "insure items made by **** or *******", which is what the mover told me the day of move, and when I reached out to 3 brothers over this discrepancy they refused to acknowledge it or return my calls. They said the movers told them they could not move a jewelry armoire, which I have never owned and was not at all what they refused to move, and I have witnesses to this fact. I had friends helping me pack my place since I'm disabled, and I can have him verify what happened since 3 brothers and the other company want to continue to lie an not be accountable or offer any resolutions to any of these issues. Therefore, I had to throw out most of those items and then all the other issues with the movers since they refuse to address or speak to me about as well. There is no excuse for listing my items incorrectly and then the movers trying to charge me almost double the day of the move because ********* listed them wrong or not at all, they need to take accountability for the fact and address the other issues with the movers and offer a resolution not excuses trying to cover their ***, that's not how you run a business. It's clear they don't care about customer service only ripping people off. I filed a police report regarding some of the items missing, but since I was able to go through my stuff I found a lot more items missing and will be filing a new police report regarding all of this. My rental insurance at the time won't cover my items because I can't meet the deductible, so someone needs to be accountable for the items lost, stolen, and destroyed that are not covered by either insurance policy, the lies, the ripping me off, the many items stolen, the threats and being cursed out by the company they hired to move me. They can either be accountable, offer a resolution, which would be a refund and take it up with ***** relocation regarding the theft and threats made to me or I'll keep seeking legal counsel and see them in court.
Please spare me this bull, I've left countless emails and phone calls since this all began and you refused to call me back, respond, or acknowledge any of these issues with this moving company that you hired. I had a right to dispute my deposit after all the h*** this other company put me through that you STILL REFUSE TO ACKNOWLEDGE OR ADDRESS TO THIS DATE, which is absurd. You breached our contract when you outsourced my move without my knowledge, then they tried to charge me double for the move because my items were listed incorrectly, and if you listen to the sales call then you can clearly hear me tell Christian exactly what was in my move that he FAILED to list to begin with, and told me the movers would have items to cover my TV's but when they showed up they said they could not package my TV's and I would have to leave them behind along with all my other items they refused to move, that were told to ********* when he did my quote, which you clearly have not listed to. You are full of excused but now accountability or offering resolutions to any of it whatsoever. What they did is illegal and they committed a felony by stealing from me and threatening me and you have yet to address any of those issues either. You rip people off and don't care what happens after the fact, then you should not be in any customer service industry if you can't ensure good customer service and only care about the money you rip off from people. I pray you and the other company get shut down for what you do is not right, legal, moral, or ethical. I want all of my money back from this move and that won't even cover all the items left behind or stolen, and you also know the insurance company isn't going to cover most of this either. If you cared about any of this you would have responded to my countless emails and phone calls, but you refused to and so now you can answer to the BBB and anyone else I file a complaint with. I am seeking legal counsel to sue both companies and that is that. You had plenty of time and chances to try to fix any of these issues and chose not to so now you can answer to the law

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.
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.
Electronic Signature:
I hereby confirm my signature on the following document:

Document Emailed On: Thursday, 07/25/2024 09:41:07 PM (ET)
Document Signature Name: **** N ****
Document Signature Email: *****************************
Document Signature Date: Thursday, 07/25/2024 10:00:14 PM (ET)
Document Signature IP Address: **************
Internet Browser: Chrome
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The customer electronically signed agreeing that all items within the document were accurate and agreeable, including the inventory list. If the customer noticed that items were somehow missed they must advise us so that we can update accordingly.

We are happy to provide the customer with claims information for their missing and/or damaged items. Furthermore we would like to offer compensation in the amount of $200. Thank you.
Customer Answer
Date: 01/03/2025

Complaint: 22488876

I am rejecting this response because: Yet again they are not addressing any of the issues that have taken place from the moment I have hired them to the moment the movers moved my items. They are sending you everything except an acknowledgment of what occurred and accountability for hiring that company and accountability for their salesman lying to me. Doing my ticket incorrectly and being misquoted from the beginning, and everything else. All they seem to care about is sending you paperwork regarding everything but addressing the issues and offering resolutions. They need to be held accountable for doing my cells, ticket incorrectly, and for outsourcing, a company that has bad reviews where they are known to steal and rip-off people. Therefore, they are partly liable because I hired them, not the other company. They did not disclose at the time of me hiring them that they outsource. Other companies I don't care what they send in paperwork. What I was told over the phone. **** in person does not match any of the paperwork there sending or anything that occurred again. They are ignoring everything that occurred in only addressing what they seem to be is legal documents somewhat covering their a**, but not at all. Admitting fault addressing any issues whatsoever and acknowledging what occurred, no apology has been made. No offer for a refund. ******* made no accountability has been had. This is not how you treat a human being or how you run a business. They need to be held accountable, so does the other company That's simple. I expect a full refund from both companies. Or I'll see them both in court.I don't care anymore

Sincerely,

**** ****

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3 Brothers Moving & Storage LLC is NOT a BBB Accredited Business.