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:06/13/2025

  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.

  Schedule the move and give a $98 deposit a week later I canceled the move and request requested a refund never got a refund. Its been well over a month.

  Business Response

  Date: 06/16/2025

  This client was specifically told in a recorded call and noted on his client account within the ****************************** (CRM) system that refunds can take up to 10 BUSINESS days to process. Additionally, depending on his bank it can take another 3 to 5 business days to show back in his account. Client requested refund on 5/28/2025 via the national call center; our location received the request the morning of 5/29/2025. The refund was successfully processed within the 10 business days and should already be in his account or within the next 24hrs (there was a Bank Holiday within that timeframe so that would add a day of waiting). The refund receipt number for client's reference is #3fKW.

  Customer Answer

  Date: 06/19/2025

   
  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.

  Consumer

  Most Recent Message

  Date Sent: 6/16/2025 3:32:10 PM
  Thank you for your help. I did receive the refund after pulling teeth and making threats. I would like to have a notation about Better Business Bureau towards the outfit that they have very poor communication skills. They never once sent me an email telling me the status or respond to any of my requests for money. It took me to contact you and threaten them to take them to small claims court so To get an email response.

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

• Initial Complaint

  Date:04/15/2025

  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.

  College Hunks ******* delivered DESTRUCTIVE service, causing EXTENSIVE DAMAGE to irreplaceable antique furniture (deep scratches, rips, holes) and SHATTERING wrapped mirrors during an unsupervised move, despite assurances of care for our cherished family heirlooms. Damage indicates reckless handling.Their response was APPALLINGLY unprofessional. They BLAMED US for the damage and showed ZERO accountability. VP ****** C was RUDE, condescending, and dismissive, refusing to listen and making baseless accusations. Her behavior reflects a complete lack of customer service.Our properly wrapped belongings were treated with UTTER DISREGARD. Even their own **** admitted the previous move was a "terrible job." AVOID COLLEGE HUNKS ******* AT ALL COSTS if you value your possessions and expect respectful service. They caused significant financial and emotional distress.

  Business Response

  Date: 04/29/2025

  This person (who is not the client) is incorrect and was not present nor signed any of our service contracts. The reason this claim was denied is that there was NOT proper packaging on the actual client's items; pictures attached show how our crew was asked to put these items in a Uhaul without bubble wrap on pictures, blankets on leathers chairs. The client refused it all. Then this client, again without any blankets or bubble wrap around the exposed glass items, drove the Uhaul themselves to another state. Our paperwork states clearly that if you declined to purchase proper packing materials to protect the furniture items, then ALL LIABILITY is released. The client acknowledged and signed our service contracts. The client made statements regarding a previous service where neither herself or a representative was present yet made false accusations regarding the situation. College HUNKS ******* asked for any proof of the claims made ("that the last crew removed all of the blankets and protection on the furniture"). This was proven false by statements gathered by the crew. Again, the client was referred back to the paperwork she signed acknowledging that all liability is released for refusing best practices and absolutely when the items are out of our care.

  College HUNKS offered to honor any items that she could prove had proper protection yet during this point of the conversation her son took the phone and started using the most foul language and name-calling causing the ** undue stress by using the terms "you don't know me or know what I am capable of". He began threatening the female ** with potential violence in which the ** hung up the phone and blocked his number since the last thing he said was, "you haven't seen the last of me". 

  This claim was denied solely due to the executed acknowledgements that the client made regarding disregarding best practices and that she drove her own Uhaul to another state without furniture being properly covered (by her choice only because the crew had packing materials and blankets available for purchase at the time).

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23208867
  
  I am rejecting this response because:

  It is incorrect.   If anyone was caused trauma, it was by ****** ****,and  it was my 64 yr old Mom.  My mom holds a MBA, and is very intelligent.   Has spent years in corporate America.  How ****** *. spoke to us was downright degrading.  My mom said " she has never been treated so badly as a customer, especially a repeat customer." We were accused of trying to scam,  being dishonest.  What could we possibly want to steal from a moving company.  After being accused of being unethical people, we were very upset to say the least.  We have never taken action against any company, but ****** **** is a horrible communicator for a  company representative.  We checked on line to see other complaints and sure enough her name appears. My mom assumed she couldn't be the first ****** to be treated so badly by ****** C,  and she was right.  The reviews of her were awful.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/31/2024

  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 1/11/24 I needed items moved from storage unit to home. I instructed both College hunk employees the chest are antique and should be transported on their back. College hunks employee slid chest upside down on its top across dolly/floor and scratched the finish very badly. The original placement of chest was on moving blankets which he ignored and did not use at all.

  Business Response

  Date: 02/15/2024

  We attempted settlement of claim in good faith. The claim this client has is on an item that is NOT covered under our service contracts due to it being an "antique". These types of furniture are inherently weaker than most household goods due to the age of the item and the materials it is constructed from. Please refer to the document attached "******** Claim.pdf"; on page 1 right above the signature section is (in all caps and in bold) "ITEMS OF EXTRAORDINARY VALUE: ... This includes antiques,... These items should be independently insured through a third party or your home owners insurance." Our attempt at settling the clients' claim was to honor our maximum per item of $50 to assist in it's repairs (please refer to attached "Newberry_email.documentation..."). This client responded that he was not willing to except our offer. His refusal has prevented the reimbursement offered. Again, our contracts state that these items are not covered. 

  Our offer of the $50 in good faith effort of resolution is still available. The client must email back and request the amount which will be credited back to his account within 3 to 5 business days.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21226508
  
  This is not a matter of furniture being weaker or an accidental breakage. The College Hunk employee was negligent and purposefully damaged my furniture by sliding it upside down on the ground and dolly. This is equivalent to your employee packing a glass vase in your truck by throwing it in the back of truck and it smashing on the ground. I got a quote to fix the furniture and it will cost me $250 (refinish) + $150 (pickup-delivery) dollars. I request to be reimbursed for this repair.

• Initial Complaint

  Date:01/02/2024

  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.

  I used College Hunks Moving on 12/5. I asked them to take special care of one item in particular which was an antique marble table that belonged to my great grandmother. They assured me they would take care of the item. When I got my new place, they informed me that corner of the marble top of the table had been broken off during the move. While moving the furniture in to my new house, they caused a large hole in the drywall of the new house that I had just purchased. I was very upset by these two incidents occurring and submitted a claim to seek compensation in order to repair the table. It has been weeks, and I have not heard back from the claim or the manager who was very good about contacting me before the move. This lack of communication following this event is unacceptable.

  Business Response

  Date: 01/04/2024

  This is not the ******* location's client. This client is the ***** location; you can see in the attached picture of the damage that it says "*****.claims". Please direct this to the correct business as we are a franchise and each location is individually owned and operated. THANK YOU!

• Initial Complaint

  Date:08/29/2022

  Type:Billing 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 made my appointment online and spoke with an agent on the phone to confirm the details and payment of the deposit. I had already used the service before the Covid-19 pandemic but clearly, it has decreased a lot. On moving day (7/28/22) my nightmare started when we were ready to take the items to the storage which was less than 15 minutes down the normal road from where I was moving, the company's contractors started to act strange. One of the employees who acted as the most experienced of the group of three put one of the guys to drive the truck that needed to back up the condominium to get out onto the street where they were supposed to follow me. The man was or acted like an inexperienced driver and in this game, it took almost 10 minutes to complete the maneuver. When they finally started following me, the group's next move had me as perplexed as a Hollywood movie scene. Instead of following me as we'd agreed, they headed toward the expressway. I desperately followed them because I didn't know how to act thinking they would disappear with my belongings. They left in the opposite direction on the expressway to where I was supposed to go when I managed to approach the truck I tried to get an explanation from the driver who fled and exit the expressway. I headed to the storage to try to call their office or the police to report what happened. When I got there I got a call from the manager Jeremiah who was rude when I tried to explain what happened and threatened to keep my belongings if I didn't pay upfront for the hours. They charge $108.00 for furniture pads ($12.00 each) the same type I could get for $10.00 per dozen at ***** and I didn't know that in my estimate. My bill which was initially estimated at $560.25 in the end rose to a whopping total of $955.25. Unfortunately, on the day of my move, my husband was out of town and I was alone dealing with this unprofessional company that clearly did not act in good faith trying to take advantage of the situation.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Ms ******* asked our drivers to follow her down a road that our trucks are not able to drive safely down. Bumby, Lake Como Circle and Pineloch are the back streets of this section of Orlando that have low-hanging trees which impact and damage our 12ft+ tall trucks. They used the highway to get to her next destination to keep our fleet and crew safe. When we move a client into a storage unit, it is our policy to protect their furniture instead of having wood exposed when stacking a storage unit. She needed 9 blankets to protect her items and purchased them for $12 each. If the client would have had move blankets available, we would have used them. This client's bill is attached. Her move took 30 minutes more than expected due to the long walks to the unit but still came within a reasonable time for the amount of items moved. The addition of move blankets put her total at $857.25 - NOT $955.25 as she states in her complaint.
  Itemized invoice is attached. Her move was completed in 3.25 hours with 2 crew members.
  Our crew worked hard with no damages to her items. We do not feel that a billing adjustment is warranted.
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The driver upon leaving didn't mention that could not take the road in question and also there were other options to get to the destination without taking the expressway and leaving me behind. Regarding the blankets, I was not provided with the information on my estimate and the amount of $857.25 on the attached invoice was just for the labor per hour ($614.25), truck/travel fee ($135.00), and blankets ($108.00) combined if the $98.00 of the deposit that I paid upfront is added will give a total of $955.25. All I know moving is stressful enough and having to deal with events I had to go through with employees acting at the behest of the manager in a plot to extort people by threatening them to keep their belongings was inadmissible the conduct of this company that shouldn't even be doing business.
  
  
  Business Response /* (4000, 9, 2022/09/25) */
  We can appreciate that this client feels that she knows best, but the trucks are routed to prevent damages to the large box truck and to keep the crew/community safe from truck accidents. Regarding her claim for the cost of the blanket: she was moving into a storage unit, this means that we had to charge for blankets if she wanted her furniture protected since she was not prepared with any blankets for us to use. She could have declined the blankets and our services, but instead said "yes" to them and now wants to file a complaint about it. We are a professional moving company whose goal is to protect clients' furniture the proper way and relocate to their final destination. Additionally, having to pay for the services prior to us unloading the items into the storage unit is common practice in moving companies to protect the company from theft of services. There are too many times our company has suffered damages from a client having us unload into a storage unit, they have the key and they get in their car leaving the storage location without submitting payment. It is our stance that this client suffered ZERO DAMAGES from paying her bill before we unloaded her items (again, standard practice by moving companies). Was it her intent to not pay and this is why she's upset about it... this is exactly why we have our policies in place.
  We will not adjust this client's amount. Our company protected her furniture and moved it safely to her storage location within the estimate that she was provided, which is what we were contracted to do. We have fulfilled our part of the service agreement and stand behind our team's actions that day by following all safety and payment policies.