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:08/01/2024

  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.

  4/11/24 - ~$1300 Price on contract was higher than spoken about. I never signed the final contract. I could not get in touch with anyone for weeks in regards to anything going on. there was a death in my family and i needed to cancel the service. could not get in touch with anyone. after hearing about other people having the same issue with this company I disputed the charge with my bank. the company is now sending me emails telling me the dispute will not go in my favor and telling me to cancel my dispute for a refund. however i have heard from numerous people they will do this as a way to get you to cancel and then ghost you and not provide the refund as promised. I feel awful that I believed the lies and scams this company was putting up but as a **** first time mover i was unsure how to find a better company. Please shut this company down for good as they are scamming not only young people trying to move but the elderly as well. This company is a facade for theft and scamming and they should not be in operation. They are threatening to not allow my dispute and I feel unsafe working with or contacting this company any further. I just want them to approve the dispute and be permanently shut down.

  Business Response

  Date: 08/01/2024

  ****,

  Upon reviewing the phone records, we found no missed calls from the phone number on file. If the funds have been disputed, we regret to inform you that we are unable to assist further. All matters must be addressed directly between the merchant and the customer's card issuer. Once the funds are disputed, it is beyond our control, and we cannot issue a refund or take any additional action.

  Customer Answer

  Date: 08/11/2024

  i never received an email from you until this one i dont understand how the case was closed when i havent heard back yet 

• Initial Complaint

  Date:07/30/2024

  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.

  Three Bothers Moving and Storage failure to honor their contract.I contracted with Three Brothers on September 14th 2023 for a move from ********* to ******. The cancellation in the contract was extended to April 2024 due to my reluctance to sign one with a three day cancel policy. ;Il sent them a copy of my check for $3500 which was a little under 50% of the contract which they promptly cashed My personal situation has determined that I will not be able to make a move to ****** and on 4 April of this year I called to cancel the move. I was told at that time I would be contacted by their accounting department to arrange the refund. I did not receive this call and placed a call to ************* who was the individual I dealt with initially, on several occasions only to be connected to a recording where I left my name and phone number and at each time, the recording stated that ****** would be calling me.At NO time did he, or anyone else contact me. I have made several calls to them about this situation with NEVER a return call. Today, I called and when I announced my name I was hung up upon. I called from another number and immediately upon hearing my name, they hung up. I had my wife to give them a call and after responding with the contact number, she was told you are not eligible for a refund and the person hung up.Evidently, they have a system where they recognize incoming calls because they do not answer when either my wife or I call I lhope you will be able to assist us in getting a refund of the money which we can hardly afford to simply lose or forget about.I am a 100% PTSD disabled American Veteran with over 28 years in the U.S. Military but they dont appear to care who they ******* out of their *****. I can send a copy of the contract where it states clearly that the cancellation policy was extended to April 2024 Thani you for anything you may be able to do for us.******************************* CMSgt, USAF (Retired 100 ptsd disabled p&t)

  Business Response

  Date: 08/01/2024

  I am a bit confused by this situation. Our last communication from the **************************** noted on May 11th, was an email requesting the address to which the refund should be sent. We have not received a response to that email yet. Please email **************** directly at ********************************************************* with the address where you would like the check to be sent.

  Customer Answer

  Date: 12/17/2024

  The company claimed to have submitted an email to me asking for my address. I didnt get this email and after notification from you I sent them the following documents.
  On November 16, I sent them an email with my new address. 
  on September 25, I called the representative customer service representative ********************** times once I was placed on hold for ********************************************************* and the third time my wife called and was told to call the financial office. She called the financial office and was placed on hold for 25 minutes.  
  In addition to the above early late August or early September, I received a phone call from their financial office asking for my address. Which I gave to them verbally.

  no matter what I do this company either hangs up on me or simply places me on hold for a great period of time. They do not want to talk about the reimbursement of the $3500 down payment I made, which in retrospect was a big error on my part

  I am far from **** and that $3500 would do a lot towards my current economic standing. 
  

  I believe this company is more than the normal headache for you and I would appreciate anything you may do or be able to do to convince them they need to return my $3500 down payment.

  Thanks very much for anything you may be able to do

  Sincerely, and respectfully

   

  **** *******

  Customer Answer

  Date: 01/27/2025

  The company claimed to have submitted an email to me asking for my address. I didnt get this email and after notification from you I sent them the following documents.
  On November 16, I sent them an email with my new address. 
  on September 25, I called the representative customer service representative ********************** times once I was placed on hold for ********************************************************* and the third time my wife called and was told to call the financial office. She called the financial office and was placed on hold for 25 minutes.  
  In addition to the above early late August or early September, I received a phone call from their financial office asking for my address. Which I gave to them verbally.

  no matter what I do this company either hangs up on me or simply places me on hold for a great period of time. They do not want to talk about the reimbursement of the $3500 down payment I made, which in retrospect was a big error on my part

  I am far from **** and that $3500 would do a lot towards my current economic standing. 
  

  I believe this company is more than the normal headache for you and I would appreciate anything you may do or be able to do to convince them they need to return my $3500 down payment.

  Thanks very much for anything you may be able to do

  Sincerely, and respectfully

   

  **** *******

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Three Brothers movers and spoke with ********* who quoted me approximately $2400 for a move from ******* to *******. Before paying him the required $1000 deposit, I specifically asked if they used their own drivers and trucks or if they used a third party. ********* stated they do not use third party movers and they are home based in ******* so of course they will be using their own trucks. I scheduled my move 39 days in advance and had some questions prior to my move, all of which were unanswered because after they take your money, you never hear from them again. On the day of my move, I recieved a call from a third party mover telling me their truck broke down and they could not pick up my items. I again called Three Bros and finally reached ******** who told me he would call me back in 30 mins and never did. On the day of the move which was a day late than scheduled, 2 guys who spoke little English showed up with a bill for $4700 and insisted I pay in full. I was so upset, I tried calling Three Bros and of course, no answer. The mover presented me with multiple documents to sign under duress, they put me in a very tough position because on the day of the move and nothing was matching what three brothers moving company had quoted me or stated to me. This is a complete scam! Also, I wanted to make sure that my items would be insured the amount of insurance I was quoted by three brothers and of course this not match what I signed for the Again, under under duress I was forced to sign all of these documents because I had to be in ******* for my job and did not have time to hire another moving company. Three brothers moving company is a complete scam. They will tell you what you want to hear to get your money and your business. Once they have your money you will never hear from them again.

  Business Response

  Date: 08/09/2024

  We have requested the documents from the time of pickup to review the assessed charges. Please note that since delivery was only completed a few days ago, final paperwork may not be available until the process is fully complete. We have been in regular communication with the customer, including this morning via email, to provide updates as they become available.
  Pickup was completed on 7/30, and the first available delivery date was marked as 8/7 at the time of booking. Please understand that carriers aim to deliver as quickly as possible. The delivery window begins on the first available delivery date provided at pickup. According to the Department of Transportation, delivery times can range from 1 to 21 business days, depending on the distance. This information is included in the estimate you received when setting up the initial move.
  For deliveries over 900 miles, the Department of Transportation estimates a delivery time of 2 to 10 business days from the first available delivery date.

• Initial Complaint

  Date:07/23/2024

  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 signed an agreement for a move with Three Brothers Moving and Storage in April of this year. The move is coming up in August. 2 days ago I received a call from them to be sure that all was in order. They then proceeded to ask me the same questions I had answered when I entered into the contract. After reiterating the same information, they proceeded to tell me that the move would be $2000 more because the amount of what I was moving had not been calculated properly. I decided to cancel my contract with them and have called numerous times to confirm both cancellation and a refund, but am channeled to voicemail with no returned calls. Today I was told that since I cancelled outside of the 3 day window, I would not be getting a refund. This is unconscionable as THEY are the ones that changed the cost of my move for no reason. I did not change any of the parameters that I had originally stated.

  Business Response

  Date: 08/03/2024

  *********,

  Customer Service should be reaching out to you in regards to the matter and to discuss the refund. 

• Initial Complaint

  Date:07/16/2024

  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.

  Would not refund my deposit after we talked on the phone, we changed our plans on moving

  Business Response

  Date: 07/25/2024

  As per the contract signed on April 29th, the deposit is non-refundable after three days from the signing of the Bill of Lading. The Bill of Lading was signed on May 8th, and we received your cancellation on May 15th. As explained, the deposit can be applied towards a future move for yourself, a friend, or a family member within the next two years.

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ********************************************************* no later than 72 hours of electronically signing the 3 Brothers Moving & Storage agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour ***** period of signing the original contract are non-refundable, however; the deposit may be applied to a future move with 3 Brothers Moving & Storage within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the 3 Brothers Moving & Storage agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.
  
  Document Emailed On: Monday, 04/29/2024 11:37:13 AM (ET)
  Document Signature Name: ***********************
  Document Signature Email: *********************
  Document Signature Date: Monday, 04/29/2024 11:49:07 AM (ET)
  Document Signature IP Address: 72.223.40.56
  Internet Browser: FireFox
  ------------------------------------------------------------------------------------

   

  SIGN AT LEAST 3 DAYS BEFORE PICK-UP DATE:
  I, ***********************, acknowledge I have read and agree to all the terms and conditions on both sides of this bill of lading contract. I have received the arbitration information and the booklet: Your Rights and Responsibilities When you Move and pamphlet Ready to Move. I agree to pay for the total charges for moving services. I approved the total estimated charges prior to the moving services beginning.
    Sign Date: 05/08/2024 07:14:39 PM ET Sign Name: **********************; IP: 72.223.40.56
  PAYMENT TERMS:
  
  Upon booking a deposit is required, the acceptable forms of payment are personal check, cashier`s check, wire transfer, Zelle, CashApp, or a Remotely Created Check via payment portal. At the time of pick-up a portion of the  remaining balance is due. The acceptable forms of payment are cash, cashier`s check, or a postal money order. Any other forms of payment must be approved prior to pick up. Upon delivery the balance is due at delivery prior to unloading. The only acceptable forms of payment at delivery are a postal money order or cash unless an alternate form of payment is previously approved. No credit cards will be accepted at delivery under any circumstances.
  
    Sign Date: 05/08/2024 07:14:39 PM ET Sign Name: **********************; IP: 72.223.40.56
  
  

  Customer Answer

  Date: 09/09/2024

  See attachment 

  Business Response

  Date: 09/14/2024

  Any questions or concerns the customer can reach out directly via email to ********************************************************* also all the customers service numbers provided to the customer previously equipped for text messaging capabilities. We have also recently undergone a massive overhaul in our phone providers as the previous provider fell short in being able to provide reliable services and we where finding that there was a huge lapse in notification of missed and received calls. So far we have found that we have reduced hardship in communication due to this  by at least 60% and are still working to lower the instances hardship and closely monitoring the systems to better communication with customers. Please also understand especially during the height of moving season when we are the busiest we can be facilitating a large number of moves across the nation daily customer service is working with those customers but also customers who have already picked up and just recently booked their move and have not picked up yet. We are still a small family owned business and have a small customer service staff we works around the clock to try and ensure moves go smoothly and strive to keep in contact with customers to the best of their ability.

• Initial Complaint

  Date:07/13/2024

  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 hired the moving company to move us from ** to **. They not only didn't have half of our items we listed to them. Then charged us WAY more the *** OF!!!!! And to make matters worse they won't return any phone calls! They stolen my entire household. Items on their were irreplaceable.

  Business Response

  Date: 07/26/2024

  I am unable to locate any estimates under the name, phone number, or email address provided. Please ensure that you were contracted with 3 Brothers Moving & Storage. If you believe we are the correct company, kindly provide the estimate number or the contact information associated with your move.

• Initial Complaint

  Date:07/11/2024

  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 paid $2500 for a move less than a mile across the city. It was a one bedroom apartment on the first floor to another one bedroom on the first floor. Im a single woman and dont have a lot of stuff and no heavy furniture. I dont have a piano or a lawnmower or anything like that. My neighbor made almost the exact same move and it cost her under $600. I was rushed into signing something without having time to read it. I was led to believe the move would be $599. Once the movers arrived, they told me they had driven three hours in a giant truck (which couldve held 5x my belongings). They said they drove all the way from ************ (about 4 hours away). They also said once they had my things on the truck they would hold onto them until I could pay in full. Only one of the movers spoke English and I never got to speak to someone from the company directly. They call themselves a moving broker, which is not a thing that exists. I do not think I wouldve been taken advantage of if I was not a single woman alone with three men in her apartment.

  Business Response

  Date: 07/24/2024

  The total estimate provided is $1,794.06, with a deposit of $595. The estimated amount of space required for your items in the truck is based on the information given at the time of booking. If any items are larger than standard or if additional items are present at pickup, the driver will need to reassess the space required.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21973252
  
  I am rejecting this response because: I was never asked about the square footage in my space, so an estimate was arbitrary.
  

  Furthermore, I know the value of that specific move was less than $600. The truck sent to my house couldve moved a five bedroom house. I had a one bedroom loft apartment and moved most of it in my car by myself.

  Finally, I was rushed to sign without being given time to actually read the contract. I was led to believe the deposit ($595) was the cost of the move.

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

  Business Response

  Date: 08/28/2024

  We do not base our estimates on the square footage of the space customers are ********************** into or out of, as the volume of belongings can vary greatly from person to person. Some customers may have a minimalist approach, while others may have a more extensive collection of items. Because of this variation, providing accurate estimates based solely on living space is not feasible.
  Unless specified otherwise, we calculate estimates based on the average or standard size of items typically found on the market. If your items are larger than average, this could affect the estimate, so please let us know if this is the case.
  You will receive an estimate along with our cancellation and refund policy, which you must agree to by clicking "I Agree." The policy states that you have 72 hours from the time you sign your Bill of Ladingwhich is provided after completing the booking process and paying the depositto request a refund. For reference, your initial contract was signed on April 28th, and the Bill of Lading was signed on April 30th. The estimate also includes a detailed, line-by-line breakdown of the moving costs.
  Please be aware that each move involves significant expenses for the carrier, including, but not limited to, fuel costs and labor for loading and unloading at both pickup and drop-off location.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21973252
  
  I am rejecting this response because: there was never any inquiry of any kind before I received the estimate. Your employee rushed me to sign a contract without giving me time to read it. I was told all of my things would be held hostage on your truck if I didnt come up with the money. I was alone in my apartment with three men who were pressuring me into paying. This was inappropriate in every way and I was bullied into paying 5x what that move shouldve cost.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2024

  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 June 24, 2024 I received a phone call from ***** representing the company Three Brothers Moving and Storage. I told him I was looking for some movers. He gave me a quote of $2000. I told him that was too much. Then he said all the stuff you are moving, I will try to give you a lower price. He came back with $1800 and I said OK. He said I would have to leave a $859 deposit. I said OK how do we do this? He said I need your bank account information. We cant do a credit card. He told me no because it was going the credit card company was going to charge 3% more. I said OK. We proceeded with the contract and the contract stated if I decided to cancel. I must let them know 72 hours in writing. I sent an email three (3) hours later to cancel, I called him back and told him I would like to cancel my contract due to the fact someone had gave me a cheaper quote , ***** got very upset telling me they werent gonna do a good job and Im gonna have to manage them. I said can I get a cancellation? He said OK Im gonna cancel you. I waited for a cancellation to come to email. I did not receive the cancellation notice. The next day I called. Talk to someone in customer service , her name is ************************* I told her what happened that day and ***** didnt cancel. She canceled it for me. I received my letter and everything. She also claimed she was putting in a report on how ***** acted towards me. The letter stated I would get my $859.00 within 5 business days from June 24, 2024. It also said please do not dispute cause its gonna take a longer than five (5) business days. On Tuesday, July 2,2024 I was expecting the money in my account so I waited an extra day. Wednesday, July 3, 2024 it wasnt there. I called them back, only thing I kept getting was a runaround. I would like my $849 back. They were very unprofessional one young lady told me that it was already sent out to my bank. I called my bank the day after she told me that, and it was not there.

  Business Response

  Date: 07/22/2024

  Our records indicate that the refund has been sent to the bank for processing. Please note that it may take up to a full billing cycle for the refund to appear on your statement, particularly if it was issued to a debit card processing can take longer to be reflected. 

• Initial Complaint

  Date:07/05/2024

  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.

  3 BROTHERS WERE THE PRIMARY CONTACT. AFTER GETTING THE INITIAL DEPOSIT, THEY IMPOSSIBLE TO REACH. IF YOU DID REACH THEM, THEY PROMISED TO CALL BACK BUT NEVER DID. ALL CONVERSATIONS WERE ON A RECORDED LINE. THEY CONTRACTED OUT TO EJ RELOCATIONS, WHO PICKED UP 6/18/24, VERBALLY AGREED TO DELIVERY 6/20/24, AS DID 3 BROTHERS OR WE WOULDN'T HAVE USED THEM. REQUIRED $2699 AFTER EVERYTHING WAS ON THE ***** THEN MONEY ORDER FOR 1154 UPON DELIVERY. THEY MADE YOU SIGN A FORM WAIVING ANY RESPONSIBILITY FOR DAMAGE WITHOUT GIVING YOU A CHANCE TO READ. THEY LIED, IF YOU COULD REACH THEM, ABOUT DELIVERY THEN QUIT ANSWERING. ON THE FOURTH OF JULY AROUND 2 PM ANOTHER COMPANY, FATHER AND SONS CALLED AND SAID THEY WOULD BE THERE AT 7 AM CASH ONLY. WASN'T GIVEN 24 HOUR NOTICE AND WOULD NOT TAKE A POSTAL MONEY ORDER. MATTRESS WAS STAINED, WET AND DAMAGED ALONG WITH BOX SPRING, COUCH, DESK, BOOK SHELF ALL DAMAGED. BOX OF GLASSES BROKE, BATHROOM ITEMS AND LAMP. EVERYTHING NEEDS REPLACED. ALSO SPENT $800 TO STAY SOMEWHERE ELSE PLUS $500 AT LEAST ON FOOD. AT LEAST $4000 IN DAMAGES AND ANOTHER $1200 FOR LIVING ELSEWHERE. BROKER FEES $1800 AND MOVERS $3800.

  Business Response

  Date: 07/26/2024

  We sincerely apologize for the damages incurred to your goods during the moving process. Our carriers strive to ensure that all items are delivered in the same condition as they were picked up. However, accidents can sometimes occur for various reasons. We have noted that you have already filed a claim with the carrier's claims provider.

• Initial Complaint

  Date:07/01/2024

  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.

  The company quoted me a move price for property and vehicle the deposit was $1339.00 the amount of the move changed after the mover which was not the brokers company came and I asked was 3 brothers movers going to be the company doing the move.The move dates for the vehicle was changed along with the amount.I have been calling so on last week a *** stated that he did not care about me filing a complaint with the BBB or DOT it is at their descretion if a refund would be provided no where on the contact does it state that I cannot receive a full refund the company has not provided me a copy where it states there would be a percentage kept of my deposit if the move did not occur the also knew I was calling sent me to voicemail continously for approx 2-3 weeks to state on today they were keeping a portion of my deposit.I had to keep the contact part for my vehicle due to the fact I had loaded the vehicle with personal items and had left the state to my destination.

  Business Response

  Date: 07/24/2024

  Please see below for the cancellation policy of the contract: 

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ********************************************************* no later than 72 hours of electronically signing the 3 Brothers Moving & Storage agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour ***** period of signing the original contract are non-refundable, however; the deposit may be applied to a future move with 3 Brothers Moving & Storage within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the 3 Brothers Moving & Storage agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.
  
  Document Emailed On: Tuesday, 06/04/2024 02:21:24 PM (ET)
  Document Signature Name: ***************************
  Document Signature Email: ***********************
  Document Signature Date: Tuesday, 06/04/2024 02:44:32 PM (ET)
  Document Signature IP Address: **************
  Internet Browser: Chrome
  -----------------------------------------------------------------------------------

  Customer Answer

  Date: 07/25/2024

  I am unable to see the contact and the ledger that I have and signed was done electronically with no fees for cancellation. 

  The company stated via phone that I would receive a full refund and changed their mind after numerous attempts to collect. 

  If the portion that was supposed to be 10% of the deposit, then that would only be $139.40 not $355.90 I have my bank statements of the amounts paid and the partial. 

  I have all the call logs and a conversation that the mover sent to me on my personal cell it does not state on that date that the refund will be refunded however the message was sent when I was on the phone with the company the very first day when I requested the refund amount in full.

   

   

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21926090
  
  I am rejecting this response because:

  I am unable to see the contact and the ledger that I have and signed was done electronically with no fees for cancellation. 

  The company stated via phone that I would receive a full refund and changed their mind after numerous attempts to collect. 

  If the portion that was supposed to be 10% of the deposit, then that would only be $139.40 not $355.90 I have my bank statements of the amounts paid and the partial. 

  I have all the call logs and a conversation that the mover sent to me on my personal cell it does not state on that date that the refund will be refunded however the message was sent when I was on the phone with the company the very first day when I requested the refund amount in full.

   

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

  Business Response

  Date: 07/26/2024

  According to the contract, the deposit becomes nonrefundable in its entirety after 72 hours from signing the Bill of Lading or if services have been attempted. Therefore, no further refund is available.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21926090
  
  I am rejecting this response because:
  This statement contradicts the original response that the company will keep 10% of the deposit which again I do have a copy of the ledger the deposit was 1300 plus there is noway I would agree to that amount for no services rendered this company agreed to refund my whole deposit after I stated I was going to contact the BBB and DOT then this was implemented if that's the case why was a portion of the deposit amount refunded?
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/03/2024

  Unfortunately we are no longer able to discuss this matter as the funds have been disputed. Any further communication must be through your card provider and the merchant. 

  Business Response

  Date: 09/03/2024

  The customer disputed the charge despite accepting a refund that was processed to her card. Her card provider must handle this from here on out.