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:11/27/2024

  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 am very upset with this company. **** moved me from *****************. Fl to ********. *** I have several items damaged and missing. I filed a detailed list of items missing and damaged. **** Will not honor the damaged or missing items. The whole experience was a nightmare. **** have two locations one in ******** and one in *******. The ************** packed my items and put my load in Storage until my home was purchased in ********, *** **** had the Maryland office pick my load up in ******* and deliver it to my new home in ********, Ms * extremely odd) . I soon found that many pieces of fourniture was BROKEN and items missing. Please, do NOT use this company. **** are handling this situation with NO postive rsolution The employs were very rude and lacked concern . The management has NOT professional at all

  

  Business Response

  Date: 12/07/2024

  The client reported a few items damaged. She filed a claim on 10/1/2024. We acknowledged the claim and provided a claim number on 10/5/2024. We concluded processing the claim on 10/23/2024 and sent out a letter explaining the details along with a standard final release form that needs to be signed by the client and sent back to us so the claim can be paid. Until today's date (12/7/2024) we have not received the signed form from the client. As soon as the signed form is received, payment for the claim will be issued.

  Please let us know if we can provide any additional information or copies of any documents, if needed. Thank you.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22612402
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****** ******

  Customer Answer

  Date: 12/09/2024

  To whom it may concern, 

  I did not sign a contract regarding criminal activity and that is the issue we are dealing with. The issue is theft and damage of certain personal belongings. 
  

  This I am, 

  ***** ****** Rochon 

  Customer Answer

  Date: 12/23/2024

  Date Sent: 12/9/2024 11:02:06 AM
  

  To whom it may concern, 

  I did not sign a contract regarding criminal activity and that is the issue we are dealing with. The issue is theft and damage of certain personal belongings. 
  

  This I am, 

  ***** ****** Rochon 

  

  Business Response

  Date: 12/27/2024

  We will be happy to pay the claim as per the terms of the contract as soon as we receive the signed document.

  As for accusations of theft, this is baseless and total none sense. We have fully background tested employees and we have never had any theft by an employee since we started this company many years ago.

• Initial Complaint

  Date:11/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moving company damaged various pieces of furniture during our move. Their carelessness caused me to suffer monetary damages and I have been attempting to resolve this issue with the company. I submitted a claim form and then was told since I submitted a claim and put also put a claim in with my credit card company, they would not consider the claim under they are paid. I received notification from my credit card that they reversed the conditional credit and still I am unable to resolve this issue with the moving company. I would like to be reimbursed for the damages I incurred to have these pieces of furniture repaired.

  

  Business Response

  Date: 11/23/2024

  The client reported a couple of items damaged on 7/15/24. On the same day, we emailed her a claim form along with claim filing instructions. On 8/9/24 we received the claim from the client and we sent her a claim number and claim acknowledgement letter on 8/16/24. 2 weeks later, we received a notice from our credit card processor that the client has disputed the credit card charge in the amount of $3,013.13. Please note that the amount of her claim is $438.00. We advised her that we cannot process the claim unless the balance owed is paid in full. We advised her to contact her issuing bank and request to withdraw the dispute so the claim can be processed and that still has not happened. In fact, in one of the attachments that the client sent the BBB she clearly says in her email to her credit card processor "I am not ignorant or fool - if they get the $3,013.13 for moving, they will not give me one cent towards repairs.... I request the conditional credit of $3,013.13 become permanent in nature." In our opinion, this is not someone trying to work things out.

  In summary, as soon as we get paid in full for the move and the dispute is closed, we will be happy to process the claim according to the terms and conditions of the contract. We have told the client that in emails more than 10 times in the last 3 months.

  Please let us know if you need any other information or documents. Thank you.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22581180
  
  I am rejecting this response because:

  I am seeking $100 for the repair of my grandfather clock and $2,177.70 to restore my Thomasville furniture.  I emailed movers on 7/14 as soon as I realized the damage done to my furniture.  I also advised them upon delivery of a gauge on the bottom of my triple dresser.  On 7/15 I received a claim form from the movers.  The form was completed and I followed up by email on 8/9 and 8/13.  On August 24 I advised I put the charge into dispute with my credit card company due to their failure to respond.  On August 27 movers advised there was a problem with the claim form I submitted on 7/15.  I followed up again on 9/7 and 9/13.  On 9/24 moving company advised due to the balance due on the account, they advised after the balance was paid in full they "will resume processing your claim."  On 10/24 my credit card company reversed the charge and the movers were in fact paid in full.  I repeatedly attempted to resolve this issue with the moving company amicably before seeking intervention to make me whole again.  I think the facts speak for themselves.  They never had any intention of reimbursing me for any of the damage they caused to my furniture.  Most of which is irreplaceable since the manufactuer Thomasville is out of business.  I seek reimbursement of $100 and $2,177.70 (evidence of the repairs has already been submitted) to compensate me for restoring my furniture to its condition before moving it.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 12/27/2024

  The delay in processing this claim is cause solely by the client disputing credit card charges for services she already received. We advised her on several occasions that until we get paid in full, we are unable to process any claims. As soon as we received confirmation that the dispute has been reversed, we processed the claim.

  As for the amount of coverage, the claim was adjusted according to the terms and conditions of the contract and based on the coverage type and amount that was selected by the client when she signed her contract. She was given 4 options that include full coverage (with different deductible levels and one with $0 deductible). Instead, she chose the free coverage that covers the items up to 60 cents per lb per article. The claim was processed based on this coverage. You cannot refuse to pay for coverage but when something happens expect to have the benefits, benefit for something you did not purchase.

  As a final attempt to resolve this matter, we will increase the coverage to $758 to close this claim. Unfortunately, this will be our final offer. We hope she finds it reasonable and accepts it.

  Thank you.

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:09/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired First Class Moving and Storage to help me load a moving truck on 8/16/22. At the time of the quote and time of deposit, I was told the movers would arrive between 8am-9am. After I paid the deposit, the evening before the move, someone called and told me the movers wouldn't arrive until 9am-11am. I told them that they needed to arrive close to 9am as I had a 6+ hour drive to make the same day after the truck was loaded.
  
  The movers did not arrive until 10:40am. Upon arriving at our destination, we noticed many damaged items. I also paid for a mattress bag that the movers did not put on a mattress, which resulted in damage to our mattress. I contacted the employee who booked the move (Joseph) and was told to submit images and an inventory of the damaged items. I did so on 8/31, and have received no response despite following up directly with the employee that booked the move.
  

  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/08) */
  Good afternoon,
  Unfortunately, the facts and documents disagree with most of what Mr***** is stating. These are the facts:
  1. The arrival time is set by our dispatcher and communicated with customers the day prior to the move, which was the case with Mr*****. He was given a 9AM to 11AM arrival time and the movers arrived and started working at 10:40 AM.
  2. Mr***** was not charged for a mattress bag. If he was, he can send us a receipt or invoice showing that and we will gladly refund it. Our records show 4 hours of labor @ $89.00 per hour, less 10% discount = $320.40. Mr***** paid $100.00 on 7/8/22 and $220.40 on 8/16/22. According to the movers he instructed them not to use any mattress bags because he thought the cover that was on the mattress was sufficient. Otherwise, we would have been glad to sell him and mattress bag. Copy of the Bill of Lading showing labor charges and no materials and no mattress bag charges is attached.
  3. If there was any damage, it is only because Mr***** did not provide nearly enough moving blankets (pads) to cover and protect his items. According to the movers, he had a handful of moving blankets and based on the information we have, he needed in excess of 30-40 moving blankets to properly protect his items. Our quote clearly states the following "customer to supply moving pads if he would like furniture wrapped". Copy of the quote is attached. Furthermore, we only provided loading services and the truck was driven by the owner several hundred miles outside of the state of Florida and was unloaded by the customer, or another moving company. Therefore, we cannot be responsible for any damage because the move was handled by 2 to 3 different entities, which includes non-professional movers and/or truck drivers. The other reason for damage is because a lot of the items were actually loaded by the customer and his family. We cannot be responsible for customers loading their own items on their own trucks.
  4. We received Mr*****'s email on 8/31 and we replied to it on 9/2 explaining our position and the fact we are not liable for any damage, for the reasons stated above.
  We hope this information helps. Please let us know if you need any other information or documents.
  Thank you.

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1st Class Moving and Storage mailed out post cards advertising a Bonus ****** Gift Card, Code AMADEAL, value up to $250. I contacted this company for pricing and was told the AMADEAL would apply to my move. The move occurred on June 29, 2022. As this complaint is about not receiving the ****** Gift card, I will refrain from detailing all of the other complaints I had on the day of the move such as the slowness of packing and damaged furniture. On August 23, 2022 I followed up with Joseph at 1st Class Moving and Storage via email. He responded with "I will check on that and get back to you". I doubt he will get back to me, therefore I am filing this complaint. 8 weeks should have been ample time for us to receive the advertised ****** gift card.
  

  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 10, 2022/10/08) */
  Good afternoon,
  Unfortunately the gift card got missed by error; we apologize about that. We just processed the gift card and it should be in her email within 5-10 minutes. The amount is $100.00 based on the total cost of the move. The amount and terms and conditions are on our website. We hope this help. Please accept our apologies again.
  
  
  Consumer Response /* (2000, 12, 2022/10/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received gift card.