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:06/30/2024

  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.

  I contracted with 3 Brothers Moving Company after having been provided with their contact information from a representative with AAA **********. I contacted them, and received a rate that seemed too good to be true, but I was stressed with the move as I'd thought I'd set up with a moving company to load the UHaul. The next day I checked out more of the company, including online reviews, and also discovered that 3 Brothers was a moving broker, not a moving company with their own fleet of trucks. The reviews both on Yelp and on the BBB made me wary, so I opted to cancel the services within the 72-hour period of sending them my deposit, as per the signed document stated I would be able to do and also still have my deposit returned "minus 10% for incurred merchant fees". My deposit was not returned, and when I called 3 Brothers to follow up, I was told that the accounting department denied my refund request for an unknown reason.

  Business Response

  Date: 07/24/2024

  As indicated in the email you received, we have initiated the refund process. Please note that it is clearly stated on the estimate and our website that we operate as a moving broker.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21923855
  
  I am rejecting this response because: The email response regarding the refund was dated June 6th, 2024 at about 6:30 am. There were actually two emails, and one of them stated that it would take up to five business days to receive the refund. It is now July 25th and I have checked my account several times for the deposit and it is not showing up from the 3 Brothers moving company. 

  I am attaching the document with the screenshots to this response by email from 3 Brothers.

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

  Business Response

  Date: 08/27/2024

  If you have not received the check for the funds please reach out to **************** at ********************************************************* to confirm the address in which you would like the check to be sent to. 

  Customer Answer

  Date: 08/29/2024

  I have sent them the address and will let you know if I actually receive the check. It may take a while to arrive, so I'd like to keep the complaint open until I receive the check. Once the check clears, I will update the complaint with the BBB.

  Customer Answer

  Date: 09/10/2024

  I responded to your email and notification requesting that the complaint NOT be closed until I receive the check. I next get a notice from the BBB that they have closed the complaint. I still have not received my refund from the company. 

  Customer Answer

  Date: 10/15/2024

  I have not received the refund they said they would send. This issue is still not resolved. I still have not received the refund in the mail. They requested my mailing address, but no refund has arrived.

  Customer Answer

  Date: 10/16/2024

  I have not received the refund they said they would send. This issue is still not resolved. I still have not received the refund in the mail. They requested my mailing address, but no refund has arrived.

  Business Response

  Date: 10/16/2024

  I do see that we received the requested addres. I have requested a follow up from the vendor. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 21923855
  
  I am rejecting this response because: I still have not received my refund.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/31/2024

  The 3rd party vendor indicated that this refund has been issued. 

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 21923855
  
  I am rejecting this response because: I have not received the refund. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/01/2024

  To Whom It May Concern:

  We request that the customer confirm their mailing address for their refund check so that it can be submitted to billing for processing. Thank you. 

  Customer Answer

  Date: 12/01/2024

  I have sent them my business address through the BBB and they still have not sent me my deposit. 

   

  Where do I send the address to?

   

  Here is my mailing address:

   

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

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

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 21923855
  
  I am rejecting this response because:

  I have sent them my business address through the BBB and they still have not sent me my deposit. 

   

  Where do I send the address to?

   

  Here is my mailing address:

   

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

  Carbondale, IL 62902

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

  Business Response

  Date: 12/02/2024

  To Whom It May Concern:

  We have forwarded the customer's confirmed mailing address to billing for processing. This customer's refund check will be mailed. Thank you. 

  Customer Answer

  Date: 12/13/2024

  The company has said for months that they are sending the payment and it never arrives.

  Customer Answer

  Date: 12/18/2024

  
  The company has said for months that they are sending the payment and it never arrives.

  Customer Answer

  Date: 12/18/2024

  I still have not received my refund.

  There are numerous complaints about others who have not received their deposit refund either. I wonder how many times they can do this to people (not to mention the times the companies stole people's things or damaged their property) without any sort of repercussions and are still allowed to be in business. Seems to me there is zero regulatory action being taken against this company at all.

• Initial Complaint

  Date:06/28/2024

  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 booked this company in March to handle our cross country move. Repeatedly told them on the phone (and they verbally confirmed) we would require a whole truck. The day of the move (June 26) they outsourced our move to a different company who claimed we only booked 1/3 of a truck. To have the whole truck we would need to pay nearly $6k more. We had to be out of the house that day so were forced to pay it. The company is not providing us with the recorded phone calls in which we confirmed that the price we were quoted at was for a full truck. In addition to the extra costs of the truck, we lost several thousand dollars in items that did not make it onto the limited space we were allowed to barter for. Company was wholly rude and obviously running a complete scam, because again, we confirmed multiple times we needed an entire truck. The inventory we provided them clearly suggests an entire truck as well.

  Business Response

  Date: 07/22/2024

  Based on the items listed in your original inventory, we estimated a total volume of ***** cubic feet. This estimate is calculated using the descriptions of the items you provided to the booking agent.
  Please note:
  Additional or Larger Items: If there are more items than initially listed or if any items are larger than standard sizes, this will require additional space.
  Space-Based Estimate: The estimate is based on the volume of space occupied within the truck. If more space is needed, the price will be adjusted accordingly.
  Thank you for your understanding. If you have any further questions or need to update your inventory, please let us know.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21917023
  
  I am rejecting this response because:
  While booking this move, on the phone the sales representative said we would be getting a whole truck. We were not aware that the cubic feet listed on the quote was not for a full truck. I have asked the company to provide recorded phone calls proving this, however they have not complied. I believe listening to the phone records will justify that we believed we were booking the entire truck for this move and the price we were quoted at, not for the 1/3 of a truck we received. Note: the inventory included on this sheet actually decreased from the time we booked the company to moving date. Changing our reservation the day of the move and booking the entire truck and tripling our moving price still resulted in our family losing many items from the new smaller list because they did not fit on a full moving truck. This suggests fraudulent behavior by the company, as they would have to know that there was no way our original inventory would fit in the space they allotted.
  

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

  Business Response

  Date: 08/30/2024

  I have requested the paperwork from the time of pickup to review and compare the inventory. While I have not yet received this paperwork, please note that any differences in the number or type of items listed could lead to discrepancies in the estimate provided.
  We request an inventory list in advance to ensure there is sufficient space on the truck for all items. If the actual items are larger or more numerous than initially indicated, this may require additional space. Please keep in mind that estimates are based on the amount of space required on the truck and any applicable accessorial charges.

  Customer Answer

  Date: 09/13/2024

  Please re-open this complaint. The last response from the company was that they were investigating the inventory list, and I did not realize a response from me was required until they came back with a conclusion about their decision. I can provide our inventory list at the time of the quote and the time of the move if that facilitates my request for a refund/fair resolution.  

  Customer Answer

  Date: 09/16/2024

  I would like to respond to the response to the complaint with what I provided in the more information, please. Thank you. 

  Customer Answer

  Date: 09/16/2024

  Response: We are happy to provide the quoted move inventory and the actual inventory that was moved on the day of the move to show that nothing was added. In fact, many large items were not moved because we had purposefully over estimated the amount of things we had to ensure we had enough space (for example, an extra couch, book shelves). 

  Customer Answer

  Date: 09/17/2024

  Response: We are happy to provide the quoted move inventory and the actual inventory that was moved on the day of the move to show that nothing was added. In fact, many large items were not moved because we had purposefully over estimated the amount of things we had to ensure we had enough space (for example, an extra couch, book shelves). 

  Business Response

  Date: 09/20/2024

  Upon reviewing the paperwork from the time of pickup, we noticed that 210 items were listed on the inventory, compared to the 112 items disclosed at the time of booking. When additional items are not disclosed during the booking process or the quality assurance call, we are unable to account for that space in the original estimate.
  Since the cost of a move is largely determined by the size of the load, any discrepancy in the inventory will result in a difference in the final price. While we understand it may not always be possible to provide a 100% accurate inventory at the time of booking, please be aware that if additional items or space are required, the estimate will be adjusted accordingly to reflect the actual space used.

• Initial Complaint

  Date:06/26/2024

  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.

  *******************************:Hello, my name is *******************************. Your (3 **************************** Tac moving and storage) company moved my household goods on 6th June. Part of my shipment was supposed to go to my storage unit in ********, *****, and some of it was to come to this physical address: *********************************************************************************************** using a smaller truck as a semi truck is unable to reach this property. This was all planed ahead of time and the landing states the final destination of house hold goods to ********, *****. The drivers were diverted late that night. I have called several times, and I keep hearing that I was going to be contacted so that they can get the items out of my storage that belong out here. I am very disappointed in the customer service. I paid a lot of money, and it is only a 30-mile partial move. If I do not get this taken care of in a quick fashion, I will be calling the BBB and I will call my attorney. This is unacceptable! I look for to hearing from you soon!!! Please also see Job #L1888791 (3 Brothers Moving contracted with Tic Tac Moving). I have called several times and I have been unable to get my property moved out here despite a lot of unnecessary stress. **************** Representative ********************************************************************************************************************** ***************** ************- CS supervisor ************- CS supervisor ************- Bill of Lading Q&A US DOT: 3840883MC: ******* US DOT: 3840883MC: *******

  Business Response

  Date: 07/24/2024

  We apologize for any delays in delivery. The carrier works to get all deliveries done in a timely manner. Unfortunately sometimes there can be unforeseen delays. 

• Initial Complaint

  Date:06/24/2024

  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.

  This company scammed my daughter who had a contract with them for $5,000 and provided a full inventory to them and even updated the inventory to include a small storage closet she forgot to add. They sent another company, ***** Expediters to insist the cubic SF was wrong and increase the price to $10,377. The goods were not received for two weeks but when they did arrive a ************ held them hostage until they were paid cash. The *** and all other government agencies and all news media and social media are being contacted so that this scam doesn't happen again. As it is, we have been told that there were over 23 cases reported this year alone for 3 Brothers Moving. The BBB states all these same reports by others who were quoted one price and scammed for another.

  Business Response

  Date: 07/25/2024

  The file notes indicate that during the pickup, several items not originally listed were added. When additional items are present at the time of pickup, the final price must be adjusted accordingly. This adjustment is necessary because the moving cost is directly related to the amount of cubic footage the items occupy in the truck. It is also noted that a refund has already been issued to this customer by 3 **********************. It is also explained that balance is due in full before delivery can commence. 

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** 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 ***** RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD *****, 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 ***** 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 *****. 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 ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

  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.

   

  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 grace ****** 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: Thursday, 05/16/2024 10:05:13 AM (ET)
  Document Signature Name: ***********************************
  Document Signature Email: *********************
  Document Signature Date: Thursday, 05/16/2024 10:06:47 AM (ET)
  Document Signature IP Address: 67.84.144.27
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 08/05/2024

  Good morning.  Unfortunately the emails you sent was sent to my daughter who did not see them in order to respond.  I was handling this.  We do have additional information.  They did not give a refund and they did know there were additional items included and we have proof of that.  I would like to reopen this case please

  Customer Answer

  Date: 08/06/2024

  To whom it may concern:  I was assisting my daughter in a move from ******* to ************  We hired a moving company (or thought so) called 3 Brothers Moving & Storage, **************************************************  The principal/owner is listed as Joseph *********** at *************************************************************************; 33432.  
  
  I learned through Maitland Law Enforcement that both of these addresses are vacant properties that are listed for rent and these scammers just use their addresses illegally.  
  
  The move was to be $5,000, (please see attached email). They pulled the online contract so we would no longer have access to it.  We had a detailed list of the inventory in the home.   On the day of the move, another company called M & R Expedite out of Katy ***** showed up in an Enterprise Rental Truck and 3 guys who barely spoke English proceeded to take a tablet out and walk through the rooms and measure and then said the move would now be $10,377.  This was at 3 pm on a Friday on 5/31/24. We argued with Brothers to no avail except they said they would refund $1,000, which they never did.  The ***** law enforcement verified to me that this company, M & R is also a ghost company even though their BOL had a DOT#.  They insisted on mostly cash. They also are scamming along with this company.
  
  We never heard from 3 Brothers again until right before delivery and they demanded cash, even though they were not involved any longer and we were working with M & R Expedite or so we were made to believe.  The day of delivery, over 2 weeks later, we were in a literal standoff with the truck drivers who held the items hostage for hours without letting us see them until they were paid in cash and money order.  My daughter signed their prepared inventory with UD (under duress).  They let us know they were Russian in an attempt to intimidate us.  I should have had the local police on hand.  All in all they are thieves and robbed cash and other funds. 
  
  One of the receipts we received was from a California company called Hermes Moving & Storage.  We never even heard of them and their charge was for $2500.00. My daughter and I have since notified her bank, *************, Zelle and her *********** Credit card to try to stop all these charges to these fake companies.  
  
  I have since learned this scam is happening across this country to hundreds of unsuspecting citizens.  You can see review after review on the Better Business Bureau and Yelp reviews too.

  Unfortunately, this system is not allowing me to upload all the information I have.  Please advise

   

  
  

  Customer Answer

  Date: 08/07/2024

  To whom it may concern:  I was assisting my daughter in a move from ******* to ************  We hired a moving company (or thought so) called 3 Brothers Moving & Storage, **************************************************  The principal/owner is listed as Joseph *********** at ******************************************; 33432.  
  
  I learned through Maitland Law Enforcement that both of these addresses are vacant properties that are listed for rent and these scammers just use their addresses illegally.  
  
  The move was to be $5,000, (please see attached email). They pulled the online contract so we would no longer have access to it.  We had a detailed list of the inventory in the home.   On the day of the move, another company called M & R Expedite out of Katy ***** showed up in an Enterprise Rental Truck and 3 guys who barely spoke English proceeded to take a tablet out and walk through the rooms and measure and then said the move would now be $10,377.  This was at 3 pm on a Friday on 5/31/24. We argued with Brothers to no avail except they said they would refund $1,000, which they never did.  The ***** law enforcement verified to me that this company, M & R is also a ghost company even though their BOL had a DOT#.  They insisted on mostly cash. They also are scamming along with this company.
  
  We never heard from 3 Brothers again until right before delivery and they demanded cash, even though they were not involved any longer and we were working with M & R Expedite or so we were made to believe.  The day of delivery, over 2 weeks later, we were in a literal standoff with the truck drivers who held the items hostage for hours without letting us see them until they were paid in cash and money order.  My daughter signed their prepared inventory with UD (under duress).  They let us know they were Russian in an attempt to intimidate us.  I should have had the local police on hand.  All in all they are thieves and robbed cash and other funds. 
  
  One of the receipts we received was from a California company called Hermes Moving & Storage.  We never even heard of them and their charge was for $2500.00. My daughter and I have since notified her bank, ************** Zelle and her *********** Credit card to try to stop all these charges to these fake companies.  
  
  I have since learned this scam is happening across this country to hundreds of unsuspecting citizens.  You can see review after review on the Better Business Bureau and Yelp reviews too.

  Unfortunately, this system is not allowing me to upload all the information I have.  Please advise

  Business Response

  Date: 08/09/2024

  It has been noted that customer service has authorized a $700 refund for this customer. I am, however, unclear about the concerns raised regarding the carrier, as previous communicationsprior to this complaintindicated satisfaction with the carriers services on-site. Additionally, during the on-site assessment, it was determined that approximately 80% of the items the customer intended to move were not included in the original inventory list. Variations between the inventory provided during the booking process and the items presented to the local carrier can result in discrepancies in the estimated cost. Moreover, the need for packing supplies, which were not previously requested, led to additional charges, as these were not covered under the originally agreed-upon price.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21894163
  
  I am rejecting this response because:  As you can see by the original, attached text message to ******* at 3 Brothers I sent a detailed inventory list to him.  I then told him I had a small storage closet to add.  The original contract was then changed by 3 Brothers to include that as well.  So when the * & R *overs came in my home with their tablet and then increased the price from $5,000 (which was "all in" as *************************************** email stated) Everything on the detailed list is what * & R Expedite *over (the fake ghost company part of the scam) that picked up my belongings saw.  There wasn't anything else.  They are a scam company, and your BBB website shows over 67 complaints this past year so far.  It is the same complaint from everyone.  3 Brothers gives a price, then sends this fake mover and the price then doubles and then they take your belongings and hold them hostage until they get cash which of course is off the books.  Nice job!  No taxes and getting away with robbing without a gun. I have been in contact with law enforcement throughout the states of *******, *****, ********** and *********** as well as the Attorney Generals in those states and the *** and every other government agency that I could, and they are investigating.  3 Brothers even uses a fake address as their own so you can't even find anyone to arrest or serve.  We will never be satisfied with a $700.0 refund after being robbed of thousands of dollars.  
  
  Sincerely,
  ******************************* for
  ***********************************

• Initial Complaint

  Date:06/24/2024

  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.

  Received a quote for a 100-mile move for $2459.98. Paid $911.00 on 4/26/24 for a move on 6/17/24. Contacted ** at the company many times to finalize the quote and to add more items to ensure an accurate quote could be made. The company never replied to these requests. Finally, 3 days prior to the move, most likely because at that point the deposit would be nonrefundable, the company now informed us the move would cost over $9000. Reading many complaints online after this happened, we realized this company operates entirely in bad faith. They do not do any of the work themselves but outsource it to other companies that *** or *** not have the proper licensing or credentials. Reading other complaints, customers had late moves, broken items, poor customer service in addition to being charged magnitudes more than the low-ball "quote" given by 3 Brothers. I have filed a complaint with the state Attorney General, the ************************* and now BBB. I will be pursuing action against this company unless they return my deposit. It is obvious they are running a scam operation and have gone so far as to harass other customers.

  Business Response

  Date: 07/25/2024

  After reviewing this file it is noted that they made an exception for this customer and have approved a refund for this customer. **************** has been attempting to contact this customer since 6/14 to discuss. 

• Initial Complaint

  Date:06/24/2024

  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.

  June 23, 2024 To the Better Business Bearue (BBB):The purpose of this letter is to file a formal complaint against Three Brotherss moving company and Chase Bank.I planned to move from ***********************, ** to ************, ** in February. I had two large and two smaller pieces of furniture. As I planned my move, I researched numerous moving companies. I checked Angis list, the BBB, and the top ten moving companies. All 3 sites provided excellent recommendations. Three Brothers reported they were a family business and quoted $1600 to move me from my ***********************, ** apartment to an assisted living facility in ************, ** (**************** Retirement Residence). They required a $623.94 down payment.The moving van with three men arrived at my apartment and reported it would cost approximately $3000 to complete the job. When asked why it costs so much, the leader said Three Brothers work for them. My sister and I tried to negotiate a lower price but were unsuccessful. The men left and did NOT do any work.I found another company, Super Movers, which quoted $1600 and adhered to the financial agreement. Super Movers did an excellent job.I contacted Three Brothers and explained what occurred and they refused to refund my money. I called my bank and they reversed the charges; however, ***** then returned my $623.94 to Three Brothers. My bank (Chase) said that Three Brothers said they moved me (which was a lie). The bank wanted a letter from Three Brothers reporting that they did not move me. Of course, Three Brothers refused to write the letter. I provided them receipts showing that Super Movers completed the job. ***** still refused to refund the money.I am a senior citizen and mentally disabled. My brother-in-law said I was an easy target. Both Three Brothers and Chase took advantage of me. My sister is helping me try to straighten this out so I can receive the return of my $623.94.Sincerely,*****************************

  Business Response

  Date: 07/25/2024

  I apologize if you feel taken advantage of, but our records show an additional charge of $400 due to the need for extra space and packing supplies for glass items. When additional space or packing supplies not listed on the original estimate are required, they must be charged accordingly. The extra space is charged at the originally agreed-upon rate per cubic foot. Any further communication should be directed to your card provider, as you have initiated a dispute over the charges after the services were rendered.

   

   

• Initial Complaint

  Date:06/21/2024

  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 called this company to set up a time to move our items from storage to our new house, and they asked us for 50% deposit, which was $740. Due to issues, we had to postpone the move. We called the company and they told us that it was no problem, and to call them back when we were ready to move. When the time came, we called them to get it on the schedule, they kept transferring us to a voicemail. We'd call back multiple times and got the voicemail, and eventually ******* told us to be patient and someone with customer service would be calling us back. No one did. I called back, and told them due to lack of communication and customer service, we had to use a different company because their company never called us back. And I asked for a full refund of our deposit. He said that was possible, but to call their 866 customer service line. When I did call them, they said they do not accept refund requests via the phone and that we needed to email them, but they hung up before they ever even gave us an email address. I tried to find one on their website, but couldn't find one. All we want is our refund back.

  Business Response

  Date: 07/25/2024

  Good afternoon,

  I do apologize  there was confusion with our cancellation/refund policy with a new staff member. Our **************** Manager will be sending you a email shortly in regards to the refund. 

• Initial Complaint

  Date:06/17/2024

  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 hired these people to move me from ******* to *******. The original estimate was for *******. I ended up paying over *********. When I received my things after 10 days most of the boxes were crushed, the totes had been crushed and at some point they moved from things from the original truck that loaded it at my house to another truck somewhere along the way. they stacked heavy things on top of boxes that were clearly marked fragile and broke several fiestaware plates and vases. We haven't even started going through the other boxes to see what else is broken. They only gave me a copy of the original contract and when I asked for a copy of the other payments they said I could go to the web site and pull up my account. I did that but it kept saying the pickup had already happened and I couldn't view it. The driver who delivered the items said I could go to the web site and file a complaint but there is no where to do that. I tried emailing them but haven't heard back in 2 week. I just want a partial refund for the disaster they left behind.

  Business Response

  Date: 07/29/2024

  *****,

  We do not have any records of additional charges at the time of pickup or any reported damages associated with 3 Brothers. Please contact our **************** team, ************, at your earliest convenience to discuss the process for filing a claim. Please be aware that there are specific time limits for filing a claim with the carrier's claims provider after delivery. Additionally, we have requested the paperwork from the carrier to review any additional charges.

• Initial Complaint

  Date:06/14/2024

  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 contracted with 3 Brothers to move my home belongings from *************** to ********************. They are a moving company broker, which I didnt realize and was never conveyed to me. I ended up with a horrible moving company and have already filed a complaint with the BBB against Unlimited Moving and Storage. My complaint against 3 Brothers is that they used Unlimited Moving and Storage and once I had my horrible move, I called 3 Brothers ***************** 3 times to discuss my bad experience since they were the company I originally contracted with. I spoke with a representative 3 times and their response to me was what do you want us to do about it. Ive been assured they would call me back and no one ever has. I called and left a voice mail with my original sales rep as well as sending him an email with the photos of the ending result of our moving. There has been no response from anyone. They are the company I arranged with for my move. And there is no response or responsibility on their end for what happened. I have attached the first page of my inventory list with 3 Brothers but can send additional pages as needed

  Customer Answer

  Date: 06/21/2024

  The first photos are of a hard wood cherry chest of drawers that are scratched. The last photo is an end table with gouges. I have more and am fining more as I dig through boxes unpacking

  Customer Answer

  Date: 06/21/2024

  The first photos are of a hard wood cherry chest of drawers that are scratched. The last photo is an end table with gouges. I have more and am fining more as I dig through boxes unpacking

  Customer Answer

  Date: 06/21/2024

  The first photos are of a hard wood cherry chest of drawers that are scratched. The last photo is an end table with gouges. I have more and am fining more as I dig through boxes unpacking

  Business Response

  Date: 07/26/2024

  I am unable to find any missed calls or voicemails in our system. Please contact our **************** team directly at the number provided at the top of your estimate, ************. They will be able to assist you with any issues or inquiries.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21852423
  
  I am rejecting this response because: There was no response.  This was a bait and switch situation and someone should be held accountable.

  The movers from Unlimited Moving and Storage did not respond as well and they did the damage to my belongings beside 'extorting' (my feelings) and additional $6,000 cash for our move.

  Someone needs to be accountable and not just get a ding against their rating. Otherwise what is the point of the BBB
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/26/2024

  I received a response from 3 Brothers regarding complaint ******** which told me to call their customer service number at ************.

  I have called 3 times on 07/26/24 and have been put on hold for 3 minutes, 5 minutes and . Each time my call was disconnected.

  Lousy customer service - maybe they should call me.  I did call customer service a couple of days after the disastrous move. I spoke with 2 men - Rich & *******

  Was told one was the son and I guess the other is the father.  Each time was told they would check into my complaints and get back to me. Nothing was ever followed up by them.

  I tried calling my sales representative - left voice mails, and sent a email with photos of the end result of the move - NO response EVER

  Customer Answer

  Date: 07/26/2024

  On my 3rd attempt to contact 3 Brothers customer service, I spoke with a lady, explained why I was calling regarding my complaint to the BBB and the company response to call ************.

  She said she would be back in a moment. Put me on hold - 10 minutes and was disconnected.

  Totally NOT acceptable

   

  Business Response

  Date: 07/30/2024

  I have asked our ******** Service Supervisor to reach out to you directly to discuss your concerns. 

• Initial Complaint

  Date:06/13/2024

  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.

  Got good reviews from my peers that they were a good moving company and located close to where we were. The first interaction with the company seemed to be good. Told them everything I had. The move was scheduled for June 3rd or 4th when we signed up May 24th on the phone. They charged $989.00 for a down payment on the 24th. The week of the move we had no calls from them giving us more information. I had to call myself Friday May 31st which they told me I was too far out to wait for a call. Even though they said our first call we would know our delivery day 3 days out and everything finalized a week before. The next day came and no one called again. So I called back and finally go someone. ******* had us give him a final count of everything. Now telling us storage bins didnt translate to boxes and were considered tubs so now had more boxes then stated and didnt consider adjustable bed frames as part of beds. He tried to tell us that we were way over the 660cu ft they had said we needed and that the move would cost double the price. He said that night we were scheduled and set for Monday. I am a nanny and had to let two families know which day I was needing off for the move. He said to wait until Sunday June 2nd to get our time. No one called on Sunday and I had to call once again and this time the women said our delivery day was Tuesday afternoon. This didnt just effect me, it effected four other peoples work schedules. Tuesday June 4th came and the movers said they would be there between 1-4. They arrived at 4:30. Thats when we found out they were not the company we payed for 3 brothers had brokered out to a company in ***********These guys were nice and did the job anyway. The storage unit had to be emptied which was 1000cu ft. Our move went late into the night. I wasnt told to have cash so paying was a nightmare. The movers didnt move the boxes to each spot only in garage. I have spent over a week moving boxes I paid to have moved for me.

  Business Response

  Date: 07/25/2024

  When booking, it should be explained that you will receive a call ***** hours before the scheduled pickup time to provide you with the pickup information. Dispatch typically releases pickup details in the afternoon, and this is when customers are contacted. It was also explained during the booking and quality assurance calls that the estimate is based on the amount of space occupied in the truck. If items are larger than initially disclosed or if additional items are added that differ in size, this may result in additional costs.