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:08/12/2024

  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.

   
  Complaint: 22132835
  
  I am rejecting this response because as outlined in the letter, the company breached their contract when they failed to provide professional and licensed movers. This was the root of the issue as they lacked professionalism and efficiency. The man that was "in charge" told me that the older man that was working with him was his neighbor. These were not professional movers and that is why they were late (by hours not minutes), moved furniture with zero system, left valuable items unattended and broke several items. This is unacceptable and the payment should be reversed.

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

  are was lost. I was advised to leave items in drawers and dressers because they would be wrapped. They were wrapped and flipped upside down during moving. I reached out to **** with no response. I tried to reach out to their sales department and **** stated he would reach out the following day and did not. I was also charged for additional moving time and did not receive a final bill. I am asking for a refund of the service as EZ Moving Services failed to meet the terms of the contract. I am attaching all communication and pictures of some of the broken items in addition to the condition they left my items.Job Number: EMSL-4G6B39M

  Business Response

  Date: 09/12/2024

  Hello, your moving team did the best they could given elevator access and the distance between customer door to elevator, and distance from elevator to truck. Even though distance to elevator access seems minimal, considering the weight of the items and the distance, it is unreasonable to think it would take less time to get travel twice normal distance.Regarding the furniture complaint, it is advisable to keep the item light by not leaving heavy items in the drawers. We do the best we can, but we do not have control over the type of furniture. In the contract, we specifically note that particle board furniture is not covered due to the high probability of the item coming apart. In the spirit of good customer service, we are willing to refund an hour worth of the move ($139.00).

  Customer Answer

  Date: 11/11/2024

  I will file a complaint through small claims court. I have a consultation with an attorney on Friday morning. When the claim is filed, I will attach a copy to this complaint. 

  Business Response

  Date: 01/09/2025

  Our moving crews undergo a rigorous training process to ensure that every customer receives the highest level of satisfaction. Before departing from the pickup location, we require our crews to confirm with the customer that all items have been collected in accordance with their requests. Upon arrival at the new location, the crew will conduct a final verification with the customer by visually inspecting the back of the moving truck together to ensure all items have been unloaded and are in the same condition as when they were originally packed. Nevertheless we would like to offer Ms ***** a 10% discount.