Complaints

This profile includes complaints for Lazy Bear Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lazy Bear Solutions

  Miami, FL 33126-1342

  
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  Lazy Bear Solutions

  8724 Sunset Dr # 161 Kendall, FL 33173-3512

  

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:04/21/2023

  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 contracted with this moving company to pack and move ** from **************, ** to ****************, **. We had a drop dead vacate date in ************** subject to a $3400 damage deposit. We were told repeatedly by ****** at Lazy Bear, not to do anything in preparation, and we completed a zoom video walk-through of the small 2BR/2BA house in advance.When the crew arrived, we could not communicate with them over a language barrier. Our tenant spoke Spanish and offered assistance. They crew had never packed up for a customer, they spoke very negatively about us, they did not come prepared, and they packed poorly. We had to leave $000's of furniture and items behind. Additionally, we lost that damage deposit over missing the deadline, and the pile we had to leave behind. Upon arriving at our storage unit, they unloaded in such disarray, 1 of the 2 doors was blocked and additional items were damaged.I have attempted to call them, I have written them, I have texted our primary contact ******- none of these attempts have been returned. If I have to seek resolution in the courts, I'll start by seeking a much higher dollar refund. IF we can resolve this via BBB, I'm willing to accept a partial refund based on the lost damage deposit. I have more photos if needed.

  

  Business Response

  Date: 04/25/2023

  Mr. ******* claim is being made four and a half months after our service was completed. Mr. ***********;placed this complaint with the BBB 6.5 months after the service was rendered. **************** also failed to pay for our services, and only made full payment two months late after we provided them our services. Our records reflect the following timeline: 
  
  The packing and moving of this home was estimated by ******, on 8/31/2022, over Zoom. Both Mr. and Mrs. ***********;were present at the time of the estimate. A walkthrough was performed of the home. Mr. and ***************** were adviced that items in storage would require an additional truck and crew. Mr.  Fraker said he'd take care of by himself before the move to save money. On September 26, ****** attempted to reschedule the date due to a hurricane, to which Mr. ***********;declined, citing pressure to leave from his landlord. Schedule remained the same. 
  
  On September 29th, crews arrived to pack the home. Mr. and Mrs. ***********;were present during the packing, and continuously praised the crews on their professionalism and patience. On September 30th, everything was loaded in the truck. **** also moved items to the curb for county pickup of bulk garbage. Only items not in the truck were the items that **************** mentioned he would move himself. **************** complained that we should have had enough truck space. ****** reminded him that this was not part of the original quote. However, ****** offered to have another crew go with a second truck on the next day to load all of his items.********************** agreed. Crew on site then moved all storage items to the neighbors storage area per Mr. ******* request to avoid penalty fee, as a courtesy. Mr. *************  house at this time was completely empty. The following morning, a second truck and crew were dispatched, and all the items stored in neighbor area were picked up.
  At this time, the************* requested storage at our facility, since they did not have a location for move-in. On October 4th, the 2 trucks and 2 crews were dispatched to the storage site in **********, **. Mr. and ***************** were present during unloading. Mr. and ***************** directed the placement of the items in the storage, as Mr. and Mrs. ***********;were adamant that they needed access to their items while they continued to look for a home. When finished, Mr. and ***************** communicated with ****** to thank him for the good work and professionalism, and they tipped the crews as well. It should be clear that per company policy crews are not allowed to ask for tips, and we advised Mr. and ***************** that tips are based on their judgement based on the performance of the crews, and are advised not to tip if the crews did not perform to their standards.
  After delivery was completed, ****************-provided a credit card that had insufficient funds. In their contract, it is stipulated that their payment must be paid in full immediately after the move is made. It also stipulates that, if payment is not completed in full, we will charge 3 times the owed amount through collections to cover our costs. Instead, ****** attempted to contact both Mr. and Mrs. ***********;numerous times to no avail, from October 4th until November 23, at which time they paid their invoice in full, 2 months post-delivery.
  The first contact we had regarding any claims was on February 24th of 2023, through our customer management messaging system, in which he claimed to have a claim for his items. On the contract, which he signed, and as a legal provision for all carriers in the ****************, the time allotted to make a claim is 90 days from the day of delivery, which in his case, would be January 2nd, 2023. 
  This claim is without merit for several reasons: 
  1) Estimate was accurate and all items inside the home were transported without any issue. Packing was performed professionally, packing supplies were accurate.
  2) The Frakers were present during packing, loading, and unloading, during which he praised the patience, professionalism and ability of the crews assigned to this job. There was no negligence witnessed or reported by Mr. and ***************** or the crew supervisor. The crews were also tipped by **************** for their good work.
  2) Mr. ************;had immediate and full access to their storage as requested. No claims were made for 4 months.
  3) **************** moved his items out of storage by himself or with assistance. No claims were made at the time of the move.
  4) The************* had a 90-day period as stipulated by the signed contract and ******* law to contact us and make any claims needed. No claims were made at any time during the 90 days.
  5) The Frakers did not fulfill the immediate payment clause in his signed contract which stipulates that claims may only be made once payment is remitted in full immediately after the move is completed.
  6) Every additional service billed outside of original estimate was quoted and approved for by Mr. ************ prior to service being rendered.
  7) Mr. and ***************** made no attempt to contact or answer to attempts made to collect their outstanding balance for over 2 months after delivery.
  8) All records of calls, texts and emails were verified and no contact was received from Mr. or ***************** before February 24th, 2023.
  

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19966059
  
  I am rejecting this response because the timeline post move is irrelevant to the performance failure on the part of the business.  
  

  Our relocation into long term housing was hampered by a shortage of rental housing , typical in the aftermath of CAT 4 hurricanes. Finding an unfurnished long term rental required 6 months, and we had no reason to enter the storage unit.  We therefore had no idea how unprofessionally they unloaded.

  Re the disposal of items at the point of origin. I had given my new employer a relo figure based on *********'s quote.  We had a storm coming, ****** via text & phone telling us they didn't have the resources to move it all, and had committed to a lease vacate date. What other solution was there besides me saying, "I'll deal with it".  To help them out, I found housing for his crew at our expense!  For trying to accommodate thier unprofessional planning and execution, we are to be penalized?  ****** was clear we were looking at a real crisis, did he or any other management come to the site? No. In fact, ****** requested I communicate only with him and no other managers or supervisors in the company.

  As they confirmed, we did perform a walk through prior to receiving the quote. We fully disclosed all household items, thier job is to estimate resource requirements.  My belief is they low-balled the quote which was significantly less than our final bill. 
  

  Next, Lazy Bear knew this move was the result of a job relocation, and paid by my new employer.  Again, this was affected by the storm, and I did communicate with the Lazy Bear throughout.  Once again, I must ask about the logic of raising this issue since they were paid in full.  How is significantly deficient performance of the core mission & promise justified by a delay in payment? Would filing a complaint while withholding the final payment have been more acceptable to Lazy Bear? If that answer is affirmative, then we still end up agreeing on significantly compromised performance do we not? 
  
  Sincerely,
  
  *******************