Complaints

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

• Initial Complaint

  Date:10/18/2024

  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.

  Date: Deposit was April 11th, 2024 - First Payment was June 19th, 2024 Last Payment was July 1st 2024 Amount: Deposit - $1,635 First Payment: $3,691.50 Second Payment: $3,691.50 The Business was supposed to provide a moving service, including packing our household items. They were supposed to bring their own tools to get stuff off the walls, load our household items onto the truck, deliver them to the new address, unload items, and put them back together.Our dispute was the damage to our household items of roughly $6,000. They have not been helpful at all in resolving this dispute, and their contractors through TicTac Moving have blocked our numbers, and 3 Brothers Moving and Storage havent helped us at all. We call multiple times for hours and hours on end and get placed on hold only to hear the same thing we must call the next day. It has been months with no help or progress, and we have been left with multiple broken items. Still unresolved. The Business has not tried to resolve the problem.

  Business Response

  Date: 12/01/2024

  To Whom It May Concern:

  We are in receipt of this customer's complaint. Please note we have already spoken with the customer on numerous occasions to assist them with filing a claim for their damaged items. The customer must file a claim and follow through with the claims processing company. Thank you. 

• Initial Complaint

  Date:10/17/2024

  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.

  I chose 3 Brothers moving company due to reviews and wanting to use a family. The first call was great. they transferred me to ''the boss' who asked questions and told me the price he gave me would not change and included 4 movers with a truck and supplies. I explained I did not need supplies it was simply moving storage items to my home. That was the final good phone call. Next I was told I had to fill out a form to proceed. I complained the information on the form was inaccurate; it did not include what I was told by the 'boss'. I was told this would not be a problem; it was just a standardized form. Problems occurred with the form getting to them so I was told to respond by email that I agreed to the form. I was provided a list of contact people who never returned phone calls and emails were inaccurate despite my attempts. Next, and the worst, ***** called changing the day. In short, I was given a day and they would arrive between 6 and 8 am. I complained about the 6 am time. In short, I was told she decided details; 2 short older men arrived. ***** acted as an interpreter since English was unknown to them. She made them take a video of the storage unit and quoted me another $2,000 on top of the deposit I made and the quoted estimate. I stated this is not what was agreed upon and wa too expensive; I felt as though I was being conned/spamed/taken advantage of. I cancelled. I went to the ***** manager who went out of his way ensuring movers he knew would help for a lot less - for $600.00 and 4 men coming and going. I started at 6am and was moved in by 6-7 pm. I cannot fault Uhaul in any way.

  Business Response

  Date: 12/01/2024

  To Whom It May Concern:

  We are in receipt of this customer's response. Please note that this customer has issued a chargeback for the deposit paid to 3 Brothers Moving and Storage and therefore we can offer no compensatory funds. The customer had additional items upon the pick up crew's arrival and required additional space. The ******* provided the customer with a revision of cost and the customer elected to cancel. Based on our cancellation policy, the customer is not eligible for a refund. Thank you. 

  Customer Answer

  Date: 12/01/2024

  I am unsure if You received my response please confirm if you did not. I can send a copy.

  Customer Answer

  Date: 12/01/2024

  I Resend the response because it appears it did not go through
  Complaint: 22435306
  
  I am rejecting this response. Simply restating - 
  I was not able to Speak with anyone I had spoken with initially and the numbers they gave me to contact after agreeing with them That I would accept their business, Did not work
  to me this wouldseem Illegal And unethical   why give a customer numbers to call when the calls never go through I dont understand
  The men sent did not speak English. That makes me wonder if this is not a red flag for hiring people illegally. I dont know. Its just a another red flag. I recall they would send four men, and only two men showed up
  As mentioned previously, the manager, I spoke to initially told me the price would not go up because I told him I was not sure exactly how much space I needed. I rented the truck so there was enough space for the things to fit into the truck
  
  The bilingual lady who wanted to charge me more could easily benefit from communication techniques. I did not appreciate the way I was Spoken to, and could only think if I was a man would any of this ever have happened? I eventually Found another company Who told me I was being ripped off and they charged me cheaper worked really hard and communicated in a way anyone would like to be communicated with I have my masters and human communication, but it does not take such a level of education to know how to speak to another person I am glad I did not agree to pay what she wanted me to pay because the price was ridiculous. I did not even have furniture except for a chair. 
  Never again will I do business with a company that appears to be family oriented with their name 
  The experience was horrific, unsettling, and unnecessary. Im sure they stay in business because people pay rather than saying no. 
  
  With this experience have been different had Ive been a man rather than a woman I dont know and I dont care, especially when I found movers who understood
  I remain very displayed putting it mildly 
  

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22435306
  
  I am rejecting this response
  Complaint: 22435306
  
  I am rejecting this response. Simply restating - 
  I was not able to Speak with anyone I had spoken with initially and the numbers they gave me to contact after agreeing with them That I would accept their business, Did not work
  to me this wouldseem Illegal And unethical   why give a customer numbers to call when the calls never go through I dont understand
  The men sent did not speak English. That makes me wonder if this is not a red flag for hiring people illegally. I dont know. Its just a another red flag. I recall they would send four men, and only two men showed up
  As mentioned previously, the manager, I spoke to initially told me the price would not go up because I told him I was not sure exactly how much space I needed. I rented the truck so there was enough space for the things to fit into the truck
  
  The bilingual lady who wanted to charge me more could easily benefit from communication techniques. I did not appreciate the way I was Spoken to, and could only think if I was a man would any of this ever have happened? I eventually Found another company Who told me I was being ripped off and they charged me cheaper worked really hard and communicated in a way anyone would like to be communicated with I have my masters and human communication, but it does not take such a level of education to know how to speak to another person I am glad I did not agree to pay what she wanted me to pay because the price was ridiculous. I did not even have furniture except for a chair. 
  Never again will I do business with a company that appears to be family oriented with their name 
  The experience was horrific, unsettling, and unnecessary. Im sure they stay in business because people pay rather than saying no. 
  
  With this experience have been different had Ive been a man rather than a woman I dont know and I dont care, especially when I found movers who understood
  I remain very displayed putting it mildly 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/02/2024

  To Whom It May Concern:
  We are in receipt of this customer's response. Please note that this customer has issued a chargeback for the deposit paid to 3 Brothers Moving and Storage and therefore we can offer no compensatory funds or resolution. The customer had additional items upon the pick up crew's arrival and required additional space. The ******* provided the customer with a revision of cost and the customer elected to cancel. The customer also had a working number for customer assistance as we did speak with the customer. Based on our cancellation policy, the customer is not eligible for a refund. Thank you. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22435306
  
  I am rejecting this response because:
  Cancellation policy not explained

  it was cancelled because original agreement was broken
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/16/2024

  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 paid for a 3 Brothers Moving & Storage $2,422 for packing and moving us on 10/3/24. No truck showed up on 10/3/24, 10/4/24, 10/5/25, never. Attached are my detailed notes of all the contacts I have made to at first get the moving company here, and then to find out why they didn't arrive and now for full refund. I have additional documents with forms and such if you need them also. As of today 10/16/24 still no refund or contact from them. I had to contact them again today for status. ********* ******* set this up with me on 9/5/24, said he was manager, any problem make sure and call him but he didn't call me back after multiple voicemails and when he did answer the phone today he just told me to contact ***************** When I spoke with **************** again today, ******, and I asked for a Manager/Supervisor she said there is no one for her to send me to.

  Business Response

  Date: 10/21/2024

  We sincerely apologize that the local carrier was unable to arrive on the originally requested dates. According to our records, the carrier attempted to provide service on October 5th, but the services were declined at that time.
  While our carriers strive to meet requested dates, unforeseen logistical challengessuch as mechanical issues or weather conditionscan sometimes prevent them from doing so. In this case, the carrier offered compensation and rescheduled the service for October 5th, but the offer was declined.
  As outlined in our contract, all service dates are provided as estimates and cannot be guaranteed. Weve been trying to get in touch with you regarding compensation and would appreciate the opportunity to resolve this matter.
  Please contact our **************** team at ************ and select Option 1 at your earliest convenience. 
  

  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
  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22431701
  
  I am rejecting this response because:  The ONLY alternative the truck driver ***** offered me was $100 cash out of his pocket and he never said he would make it Friday. Attached is another copy of the detailed contacts I had with 3 Brothers and/or ***** (only truck driver ever contacted me).  The last time I spoke with ***** was when he said he would see if he could find another truck to get to me on Friday 10/5/24 and he nor anyone else called me back to let me know.

  
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 12/01/2024

  We sincerely apologize that the local carrier was unable to arrive on the originally requested dates. According to our records, the carrier attempted to provide service on October 5th, but the services were declined at that time.
  
  While our carriers strive to meet requested dates, unforeseen logistical challengessuch as mechanical issues or weather conditionscan sometimes prevent them from doing so. In this case, the carrier offered compensation and rescheduled the service for October 5th, but the offer was declined.
  
  As outlined in our contract, all service dates are provided as estimates and cannot be guaranteed. We are willing to offer compensation in the amount of $1,200. Should the customer accept this offer we request a mailing address where the check can be sent. Thank you. 

• Initial Complaint

  Date:10/09/2024

  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 hired the company 3 Brothers Moving and Storage to move our things from ********************************* to ******************************************************************************. The truck arrived 8 hours later than scheduled and was loaded in the dark. Our quote($1600) included 30 bins and a few boxes and miscellaneous items. We were told we would be under the space provided in the quote. ( We made a deposit of $600 via CC. with balance being split at pick up and drop off. After the truck was packed we were told that it was over the space and charged an additional $500,Paid in cash on September ******* Also we were told that they were subcontracting and now the company was called *******************. .We were advised that it would take approximately 7 days. After the seven days we have called basically everyday to both moving companies. The response has been "We have no updates from our team. we will check and get back to you" Of course they never do and then you get the same response every time. It is Now October 9 and 16 days since our possessions were removed, The only other call received was by a company said they were "The Movers". They said that 'your things were over weight and in storage and you owe $6000 to get them, does that ring a bell" The man on the phone was not able to verify either addresses or name associated with the items or move. I then said this is a scam we were not paying it. He repeated well I will put your stuff back in storage. I ended the call. We want our belongings of course but need assistance.

  Business Response

  Date: 10/10/2024

  We sincerely apologize for the delay in your delivery. Unfortunately, due to the recent tropical weather systems affecting the Florida region, there have been unavoidable disruptions. Please rest assured that the carrier will complete your delivery as soon as it is safe to do so.
  While we strive to meet scheduled delivery dates, unpredictable events such as natural disasters may result in delays beyond our control due to safety concerns and road closures. Your safety and the safety of our team is our top priority.

• Initial Complaint

  Date:10/02/2024

  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.

  I googled moving companies for my son to be moved from ** to **. Prices were very high, 3 Brothers reached out to me with a price that we could come to an agreement on. Once I was quoted a price of $1608. I was asked to send a deposit of $600 and would have to pay half of the $1008 once items were picked up in **. They already showed up late stating an issue they had at another home. Was told they would try to give a discount for that issue. They loaded my sons items and after about 5 hours later sent my son a pic of an increased price and they would call for the payment on the next day. When they called I told them that was not the price I was quoted. Once on the phone the supervisor and the secretary was very rude. He was yelling and stating well we will just return your items back to the home. Then got another call saying well we are calling for the $1500 payment, and then another call saying oh yeah we made a mistake its was a $2000 charge instead. Then was told well if we were not going to to pay it would take 3 to 4 weeks to get the items back. Mind you my son has already given his notice at his apartment as has to be out by the 16th of this month

  Business Response

  Date: 10/03/2024

  I do apologize for how you are saying the carrier spoke to you. I have reached out to the carrier to get a copy of the paperwork to go over the itemized break down of everything with them and to get the final pricing. 

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 22373248
  
  I am rejecting this response because:
  The response does not give me anymore clarity on when my son will get his furniture to NC/ or why they raised the amount when I was clearly stated a lower amount. My son is scheduled to be out his apartment this week and return to **. All we know is his items are stuck in limbo and he had some important documents in the move items. The image I was attached was the amount my son received via text message, after about 4 hours of picking the items up. I clearly told the driver to deal with me because I was the one paying for the move. From the start the company dealt with me and not my son. 

  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/01/2024

  To Whom It May Concern:
  This customer's items have been delivered. Based on this information we respectfully request that this case be closed as resolved. Thank you. 

• Initial Complaint

  Date:10/01/2024

  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.

  I inquired about moving services of 3 Brothers Moving and storage company on 04 Sep ***** our conversation ***** asked me to list all the furniture that needs to be move. He clearly mentioned that I can only list the major items and not the common household items. I am moving from a single bedroom apartment to a two bedroom house. He asked me to list "furniture" that is heavy. We agreed that rest of it will go into about 30 medium/large boxes and I have some suitcases that will be filled. An estimate of $1400(628 cubic feet) was sent for my signature. The records now show that the initial estimate was for 307 cubic feet. I received a call from ******* on ************ at 529 pm on Wed, 11 September. When he went over the list of furniture he missed several that I had mentioned to *****. Following which, I emailed the pictures of all the "heavy items" we talked about. He called me back on 12 Sep 24 at 1156 am, said that as the space and the number of items have increased, I need to pay double the amount. When I insisted on speaking with *****, he said it doesn't matter what I said to him as he is the one talking to me now. He said I have three options: leave stuff not listed behind/pay the extra money/cancel and forfeit the deposit. If conversations with two representatives from the same company cannot be aligned and remain consistent, this is extremely unfair for the customer. I called ***** on ************ at 12:11 pm to discuss this further. He said that he will call me back and hasn't responded yet (223 pm). Further, I was told by ******* that every individual item in the household must be listed including a yoga mat, ironing board etc. This is not what I was told by ***** on 04 Sep. I believe I was misled into signing docs by withholding information, taking advantage of their understanding of the business when compared to a customer who moves once or thrice in the their lifetime.

  Business Response

  Date: 10/02/2024

  During the initial booking process, we request a detailed and accurate inventory of the items to be moved. Before finalizing the booking, we provide you with a list of this inventory for your review and approval, ensuring that all items listed are accurate. We understand that it can be challenging to remember every item during the original booking process. This is why we conduct a ***************** call 3-5 days before the move to make any necessary adjustments, whether adding or removing items from the inventory. This helps ensure the driver has the most up-to-date information and that there is sufficient space in the truck for all items.
  As you may know, one of the primary factors influencing your estimate from 3 Brothers Moving is the amount of space required for your load. Initially, we received an inventory of 48 pieces. However, during the ***************** call, the updated inventory included 66 pieces, which required a larger space reservation, leading to the adjusted pricing.
  Regarding our cancellation policy, as explained during the booking process, you are entitled to a full refund of your deposit if the cancellation occurs within 72 hours of signing the Bill of Lading. Although this window has passed, we previously offered you a $250 refund, which was declined. We would like to extend this offer again, despite being outside the 72-hour cancellation window

  Customer Answer

  Date: 10/07/2024

  1)Mr. ****** asked me to list *only the furniture items* that need to be moved which was misleading.

  2) On 04 Sep 24, at 12:39 pm after my conversation with Mr. ******* an estimate was emailed at 12:39 pm, I was sent a link for Bill of landing (at 232 pm attachment #2) that was created based on the conversation we had (list of 16 items and 48 pieces). The total moving estimate was $1400.

  3) Please see attachment #3 that clearly shows that  on *04 Sep 24* a bill of landing was generated which shows total charges of $3546.78 (United speed movers)  with a payment of $1500.00. This is not the document I had access to at 232 pm.

  4) How could the company United Speed Movers create the Bill of landing amounting to increased price and cubic volume that was mentioned by ******* (12 Sep 24) on 04 Sep 24 when on that day at (232pm) we were still talking about 16 items and 48 pieces?

  5) The Copy of bill of landing (#4 attachment) )shared by the 3 Brothers moving has storage representative on the 12 th of September with reference # L1902097 signed by me shows the cost estimate of $1400. It is not clear why two bills of landing were created at the same time and why was I asked to sign one and not the other? What was the basis for creating a Bill of landing with estimate of 632 cubic feet on 04 Sep 24?

  6) The links created, the bill of landing and the manipulation of the staff who insisted that my conversation with Mr. ****** is irrelevant clearly indicate that the system has been set up to cheat customers. 

  I do not accept the resolution of $250 refund. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22277280
  
  I am rejecting this response because:
  

  1)Mr. ****** asked me to list *only the furniture items* that need to be moved which was misleading.

  2) On 04 Sep 24, at 12:39 pm after my conversation with Mr. ******* an estimate was emailed at 12:39 pm, I was sent a link for Bill of landing (at 232 pm attachment #2) that was created based on the conversation we had (list of 16 items and 48 pieces). The total moving estimate was $1400.

  3) Please see attachment #3 that clearly shows that  on *04 Sep 24* a bill of landing was generated which shows total charges of $3546.78 (United speed movers)  with a payment of $1500.00. This is not the document I had access to at 232 pm.

  4) How could the company United Speed Movers create the Bill of landing amounting to increased price and cubic volume that was mentioned by ******* (12 Sep 24) on 04 Sep 24 when on that day at (232pm) we were still talking about 16 items and 48 pieces?

  5) The Copy of bill of landing (#4 attachment) )shared by the 3 Brothers moving has storage representative on the 12 th of September with reference # L1902097 signed by me shows the cost estimate of $1400. It is not clear why two bills of landing were created at the same time and why was I asked to sign one and not the other? What was the basis for creating a Bill of landing with estimate of 632 cubic feet on 04 Sep 24?

  6) The links created, the bill of landing and the manipulation of the staff who insisted that my conversation with Mr. ****** is irrelevant clearly indicate that the system has been set up to cheat customers. 

  I do not accept the resolution of $250 refund. 

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

  Business Response

  Date: 10/16/2024

  If additional space is needed for items not originally included in the inventory, an additional fee must be assessed, as the crew incurs costs associated with moving these items. When such items are not disclosed during the initial call, we cannot account for the space they require.
  Our system automatically updates inventory and pricing on any unsigned documents. According to our records, three Bills of Lading were sent to you, but only two were signed. After you completed the quality assurance call, the unsigned document would have been automatically updated with the most current pricing, reflecting the changes made to your inventory when the additional items were added.
  When the scope of services changes to include more work, it is standard for service providers to charge accordingly. For example, if you hire a plumber to clear a toilet clog, but they also need to clear the sink and shower drains, additional fees will apply. Similarly, if you bring a laptop to a technician for a mouse pad issue but also need the monitor replaced, the additional service would incur extra costs.
  Our contract outlines the cancellation policy, which states that deposits are non-refundable after the 72-hour window. However, in good faith, we are offering $250, or 50% of your deposit, as an exception beyond standard procedure.

   

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22277280
  
  I am rejecting this response because: 

  1) " According to our records, three Bills of Lading were sent to you, but only two were signed. "

  Please share the records related to the three Bills of landing sent to me.

   

  2) After you completed the quality assurance call, the unsigned document would have been automatically updated with the most current pricing, reflecting the changes made to your inventory when the additional items were added

  The time stamp clearly indicates that the updates were made before the phone conversation on 11 September. I cancelled the service so there was no reason for updating the Bill of ********************************* is taking advantage of customers lack of visibility into a process that the business is very familiar with. I expect full refund of the $500 for resolution.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 12/01/2024

  To Whom It May Concern:

  We have attached all signed documents. Our offer still remains at $250. Should the customer accept we request an address where their refund check can be mailed. Thank you. 

  Customer Answer

  Date: 12/20/2024

  Please note the Bill of landing that was created on 04 Sep 24 with an estimate of $3546.78 and 628 cf. What was the basis for this value? 

  I will accept the refund of $250 with no other strings attached. The address to send the check is *************************************

  Customer Answer

  Date: 12/24/2024

  Please note the Bill of landing that was created on 04 Sep 24 with an estimate of $3546.78 and 628 cf. What was the basis for this value? 

  I will accept the refund of $250 with no other strings attached. The address to send the check is *************************************

• Initial Complaint

  Date:09/25/2024

  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.

  August 11th I contacted 3 Brothers moving and storage about a move from **************** to **************. Originally the salesman quoted me 2200 but I declined the service because it was too expensive. He proceeded to ask me to hold so he could speak to his manager about a lower rate. Comes back and offers to take off 600 dollars. I agree and prepare to send the deposit. We agreed that the total of my move would be *******. a few weeks go by and the move is approaching so I call their customer service line and the lady that answered proceeded to tell me that there was a system glitch and that they charged me too much for the deposit. I was refunded 150 but my moving estimate went up to *******. they had not contacted me prior to this and did not inform me that my move was higher than originally thought. I have no been able to get in touch with the sales representative they assigned me and he did not contact me regarding these changes. I signed a document claiming that what I would be paying is what I would be paying. Now I have to pay them ****** for pick up and drop off. When originally I only owed about 560. After they arrive they pack my stuff into a large uhaul and the move advises that since I needed a twin sized mattress cover and two medium boxes, it would add an extra 215 to my charges. I had a money order for ****** but he stated I needed to send him an extra ****** with my remaining balance being ******. I'm frustrated because there are no calls and no preparation for a price change that was not originally mentioned when calling. My move is not quoted at ******* and I'm terrified that when they finally drop off my items, there will be another charge out of no where. The movers asked for a desired drop of date which I have them September 24, 2024. It is now September 25, 2024 and I have heard nothing from them. I messaged the mover from the last number they messaged me from and the driver stated that the shipment is on the way in a few days but no notice.

  Business Response

  Date: 09/27/2024

  As you stated in your complaint there was additional items packing supplies needed at the time of pickup. These items where not part of the original estimate as it was unknown at the time of preparing the estimate during the booking process.  The estimate that was prepared covers the cost of the services agreed upon and detailed out on the original estimate. When there are items that are not disclosed at the time of booking the driver will need to adjust the estimate at the time of pickup. I do apologize about the glitch in the system causing the price to adjust to $150 more when preparing the original estimate there was a missed step. But as previously stated that additional $150 will be refunded if it has not already been. 
  
  

   

  This estimate includes the following:
  
  
  Professional Door-to-Door service.
  Expert advice and guidance throughout the course of your move.
  Disassembly of all standard furniture required for safe movement at the origin.
  Reassembly for all items disassembled by the movers on the day of pick-up at destination.
  Wrapping of all furniture with quilted moving blankets.
  Itemized inventory indicating condition at origin of items.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges.
  Standard cargo protection up to $10,000 based on 0.60 cents per lb. per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the ********* **** of lading according to carrier's tariff).
  No elevator charges.
  No charge for packing tape and moving pads.
  No date change penalties for requests that are made 5 business days prior to the first available pickup date.

  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: 09/27/2024

   
  Complaint: 22338969
  
  I am rejecting this response because: The movers had an inventory list of items that I confirmed twice and this was long before the pickup date. The only items not accounted for were the posters that I elected to have shipped personally on a later date. The refund of 150 was received and appreciated but that doesn't explain why my original estimate has gone up twice. When I called to book the service ****** ********** told me that the price he quoted me was the price I was going to pay. If there was a glitch, why wasn't it immediately noticed and corrected? Why did I have to call weeks later to find out there was some glitch that resulted in a few extra hundred dollars? The price I originally had was suggested by him after speaking to his manager to give me a more affordable option. I went from expecting to pay around 1309 to 1609 and now my ending total (if it doesn't suddenly change again) is now *******. I do not understand the changes without proper communication.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/01/2024

  To Whom It May Concern:

  This customer's items have been delivered. Based on this information we respectfully request that this case be closed as resolved. Thank you. 

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22338969
  
  I am rejecting this response because: Some of my items arrived damaged and I filled out the document as requested by the driver. Nothing has been done about the damages.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/11/2024

  To Whom It May Concern:

  The customer must follow up with the claims company directly for any status updates regarding their claim. The claims company is an entirely separate entity and we do not have access to files or updates. As a courtesy we would like to offer compensation in the amount of $100. Should the customer accept this compensation offer we request a mailing address be provided. 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. I will provide the address as requested (********************************************************) and I will also need their claims department phone number and mailing address because this information was not provided to me. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/24/2024

  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.

  I was contacted by 3 Brothers Moving & Storage via e-mail and phone call by **** ******* promising competitive pricing. The estimate was for a 3 bedroom townhouse 1375 sqft. The price was $5816 including the move of one of my compact cars. I have a copy of that estimate stating that. When I signed the contract, I did not notice the car was removed from the agreement, and was not notified of any changes done to it. Couple days before the move, I contacted the company to schedule the final move out date and confirm the car move as well. There was a different person on the other end (****** *********) saying - they don't move cars. He gave a phone number for a car moving company. I had to scramble to have the car moved before the move out date (9/3) and pay an additional $1500. On 8/30 movers arrived and were surprised that there were moving boxes to be moved as well. The new bill for the move was $10004.80 and that is after I decided to leave some furniture, otherwise the price was approaching $11k. After we arrived at our new Home in **********, I tried to schedule delivery of the furniture which was originally scheduled as of 9/6 or 9/7. I called several times trying to get someone to talk to me, and every time I was told if they are not going to call me today or next day, the furniture will arrive at a later time. This was going on from 9/5 to 9/17 when we received a call from B&A movers (subcontractors) about delivery. Also methods of payments suddenly switched from credit card to any other methods like Venmo, Zelle, cashiers checks or money orders. Credit cards were no longer accepted. I am not surprised now, I had no time to change the movers just a couple days before the move. Some of the delivered property was damaged, and the wall in the house was damaged as well. Overall losses I estimate for about $1600. Hope proper authorities are going to take a closer look at this organisation.

  Business Response

  Date: 09/27/2024

  Upon reviewing the paperwork from the pickup, the significant price difference was due to a substantial increase in the number of items to be moved. During the initial booking process, we received and confirmed an inventory list that indicated 55 items. This list was submitted by you and reviewed as part of the booking process to generate your original estimate.
  However, at the time of pickup, our drivers recorded a total of 252 itemsnearly five times the original count. When the inventory provided during booking does not accurately reflect the number of items to be moved, it affects the space required in our trucks and the resources needed to complete the move. This discrepancy in the item count significantly impacted the final cost, as our estimates are based on the space and labor required to handle the inventory you provide.
  Additionally, as previously informed, we do not facilitate the transportation of automobiles as part of our household goods moving services. However, we work with a trusted third-party partner who specializes in automobile transport. 

   

  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: 11/14/2024

  I am sorry for such a delay, but this mail ended up in my junk mail.
  There were about 5 times more of items, because 3 Brothers decided not to send an estimator relaying on initial estimate that I provided, of items to be shipped. The estimate specifies: The shipper has elected to waive the physical and virtual
  survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR 375.401(a). Who is the shipper? In my understanding is the shipping company (3 Brothers) that decided NOT TO DO physical survey, just to relay on square footage of the townhouse. I am just a customer or client. Anyway, the truck that arrived with the moving crew was just the right size, capable of loading 5 times more items including furniture placed in Public Storage. Besides, what kind of business changes price on your move at the day of move? That is simply unfair and dishonest. I think this is part of their scheme to offer lowball quote without physical survey and SQUEEZING MORE THAN DOUBLE THE QUOTED MONEY AT THE DAY OF MOVE when the client has no choice.
  There is no reason I would refuse physical survey for such a costly task. Because I had very little time to organize the sale of the house and prepare us to move, I did not notice all the changes in documentation sent to me by 3 Brothers, like removal of my ****** car, and the shipper (3 BROTHERS) OMITTED TO NOTIFY ME.

  Customer Answer

  Date: 11/18/2024

  I am sorry for such a delay, but this mail ended up in my junk mail.
  There were about 5 times more of items, because 3 Brothers decided not to send an estimator relaying on initial estimate that I provided, of items to be shipped. The estimate specifies: The shipper has elected to waive the physical and virtual
  survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR 375.401(a). Who is the shipper? In my understanding is the shipping company (3 Brothers) that decided NOT TO DO physical survey, just to relay on square footage of the townhouse. I am just a customer or client. Anyway, the truck that arrived with the moving crew was just the right size, capable of loading 5 times more items including furniture placed in Public Storage. Besides, what kind of business changes price on your move at the day of move? That is simply unfair and dishonest. I think this is part of their scheme to offer lowball quote without physical survey and SQUEEZING MORE THAN DOUBLE THE QUOTED MONEY AT THE DAY OF MOVE when the client has no choice.
  There is no reason I would refuse physical survey for such a costly task. Because I had very little time to organize the sale of the house and prepare us to move, I did not notice all the changes in documentation sent to me by 3 Brothers, like removal of my ****** car, and the shipper (3 BROTHERS) OMITTED TO NOTIFY ME.

  Business Response

  Date: 11/23/2024

  To Whom It May Concern:

  We are in receipt of the customer's response. The "shipper" is the customer. The customer signed and agreed via contract that they, as the shipper, did waive a physical survey. We are happy to offer claims for any damages but we will not be offering compensation. Thank you. 

• Initial Complaint

  Date:09/20/2024

  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 have been unable to speak to anyone from the company. They then tell us we will hear from the driver in next couple of days still no response we get stuff like we'll forward to dispatch,the driver is missing, it's been 10 days and **** father will be arriving Saturday afternoon to an empty apartment he also is a veteran with some medical needs I would appreciate any help on getting my father in law belongings. ****** said (father in-law said he watched him drive 2 blocks away and transferred his stuff into another truck your help will be great full.

  Business Response

  Date: 09/21/2024

  The pickup for this customer took place on 9/9. Based on the mileage, the ***** estimates a delivery window of 3 to 21 business days from the first available delivery date. I have asked customer service to contact the carrier for an update and to reach out to the customer directly.

• Initial Complaint

  Date:09/18/2024

  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 December 28th 2023, my husband and I booked a cross country move from ********** to ************** and paid a deposit of $1150 pursuant to the contract. Unfortunately, we had to cancel the next day, 12/29/2023, we communicated both by phone and by email and even received confirmation of that email the same day, 12/29/2023. The contract specifically provides in paragraph 8 that a cancellation within 72 hours of the agreement will receive a full refund minus 10% due to incurred merchant fees. Fast forward to today, 11/18/2024, and after continued and repeated requests for our refund, they refused to reimburse us. Interestingly, we were told on several occasions by ******** ******* ******* and others service **** that the check had been mailed. We have yet to receive the money ! We expect a refund of $1150 minus 10% fee , the sum is $1035. It's been almost 9 months now !

  Business Response

  Date: 09/19/2024

  I am unable to locate any customers matching this move in our system. Please provide us a with an estimate number or any information to help us locate the file. 

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22305133
  
  I am rejecting this response because:

   

  The job number is S1873310, it was booked on 12/28/2023 by myself ******** ******* and my husband ***** *******, a deposit of $1150 was made on 12/28/2023 , it was cashed on 01/02/2024. It was cancelled on 12/29/2023, well within the 72 hours required !
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 12/01/2024

  To Whom It May Concern:

  We request that the customer provide an accurate, updated mailing address so that we can submit it to billing for processing. Thank you. 

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22305133

   

  My address is :

  ******** ******* and ***** *******

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

  Morehead City NC 28557

  
  
  I am rejecting this response because: my address is :

  ******** ******* and ***** *******

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

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

  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. Thank you.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22305133
  
  I am rejecting this response because:
  
  I will accept this response when I receive the check, I am looking forward to the refund that my husband and I have been waiting on since January2024,  thank you
  
  ******** *******

  Business Response

  Date: 12/18/2024

  We have forwarded this notice to billing for processing. Thank you. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22305133
  
  I am rejecting this response because: myself and my husband  have not received the refund that we have been waiting on since January 2024, we are looking forward to receiving it and will then be able to close this case that was originally filed September 2024. Enough with the delay tactics ! Happy holidays and please make this right so we can all move on.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We have notified the billing team of this request and asked that the check be mailed promptly. Thank you.  

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22305133
  
  I am rejecting this response because: My husband and I are anxiously waiting for the check, on 12-18-2024 you notify us that you had forwarded the request to your billing department, here we are ***** ***** and you are again saying that you are forwarding the request to billing. In this day of age, it shouldn't take this long to communicate with your billing department, and it shouldn't take this long for billing to mail a check. Just in case you misplaced our address :***** ******* and ******** *******, ***********************************************************
  
  Sincerely,
  
  ******** *******