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:04/01/2025

  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.

  I hired this company bc of a recommendation and they give me a flat rate for my moving home there is only 1.8 miles away. I mention that I have a lot of boxes the day before the move and that I am very picky about my white sofa they assure me everything was going to be ok. The reason I hired a professionalit was bc I didn'twant my thing to get broken or scratch they ask for a money order or cash . The big day get here and everything was stress and complaints about too many boxes and too many to do and that even they getting stuff from the second story they didn't want to bring to the second story. After I pay them the amount they requested they keep my stuff on the truck and told me they were not going to bring down until I pay them 5$ for each box more My attorney told me to call the police bc I pay what the contract stipulated. Then the police ask me the name of the company and when I mentioned the name they told me they do this every weekend. Then upon checking my stuff most of my furniture are scratch, broken and my white sofa is broken this happens on January I wrote an email haven't received and answer. My next step is BBB and Channel 9. And The did an incomplete job all the boxes was left on the garage and I had to pay someone to bring them upstairs. And a lot of the furniture was not put back together. Awful!!!!

  Business Response

  Date: 04/03/2025

  This Client had a Local Move Made in her urbanization here, we quoted her a fixed rate based on the list of items and if there were more items she was going to be charged for the additional, this was arranged with her son, once we started the move she did not accept the conversation we had with her son claiming that it was not like that, once we arrived at the site and saw the additional amount of items she was informed that there would be an additional cost for the volume of items and we charged the original amount pending to the additional, we made the first trip in the truck and when we returned to make the second trip of the move she did not want to pay us the difference of what was agreed in order to finish before unloading the items, she started talking badly and insulting us, I personally spoke to her and she was very vulgar, then she called the police, 3 police patrols arrived at the site, I agreed to give her the remaining money, we ended up unloading the items to her property with the police, because she didn't want us in her house, I spoke with the police and we left the items in her house in the garage, according to what the police informed us at the time of finishing the work she refused to sign the documents and I gave authorization to the driver to come that she had made the initial payment and that he would not sign anything, she continues making threats, the work was completed and there were no broken parts or items stolen during delivery.

  In addition to the estimate, the client added 200 boxes that were moved for $1,000, which were not paid.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23148232
  
  I am rejecting this response because:I am writing to formally address the serious issues with your companys handling of my move. First, I would like to clarify that my son never had any discussions with you regarding the contract. In fact, when he attempted to speak with you in my presence, you stated that you could not understand him because you did not speak English. Given that the contract is with me, I find it completely unacceptable that you would attempt to negotiate or make deals with someone else.

  
  

  Additionally, I take issue with the false accusations against me. At no point was I vulgar. I had to call the police because you were effectively holding my belongings hostage. Regarding the supposed 200 boxesyour claim is simply not true. The fact that they were moved from the garage to upstairs in under 30 minutes is clear proof that the number was significantly exaggerated.

  
  

  Furthermore, your company demonstrated a severe lack of professionalism. Multiple items were broken, and some are missing entirely. The service I was promised was not what I received, and instead, you attempted to change the terms. I demand that you provide me with a copy of any contract that differs from the one I have, which explicitly states a flat fee agreement.The order was signed by me as incomplete and I have a copy or did you forget that?

  
  

  I expect a prompt resolution to this matter, including an explanation of the discrepancies and compensation for the damages and missing items.  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/04/2025

  The General Manager of the Orlando office *** ******* ***** reports the following:
  I'm going to go over this with you. Originally your son called us and the estimator *** *********, who started the conversation with your son for the estimate of your move, explained that it was a fixed fee based on the items in the list you provided over the phone. *** ********* informed your son that if there were additional items to the inventory your son provided us over the phone there would be additional charges. Then the estimator finished the process with you over the phone and informed you the same, that it was based on the list your son provided us over the phone, thus being the arrangement to carry out your move. Upon arriving at the site, my driver informed you that there were more additional items that were not in the inventory your son provided us and that this was an additional cost. He informed you that he would see how he could help you but that it had to be settled before finishing the job. You accepted. Once you made the corresponding payment, we began the work. Your first move of the full truck to your new property was made. I discharge, when the driver returned to make the second trip he was informed again of the difference and you began with an aggressive attitude, threatening to be a lawyer, a police officer and upset like a person who was not in his right mind since I tried to talk to you on 3 occasions and your aggressive attitude on the phone, in your conversation you indicated that you had never hired a moving company and that you did not understand this. I personally explained the process to you and confirmed what was agreed with you, and you flatly refused saying that I was a liar and that I didn't know what I was saying and that you didn't have the money to pay that amount, after 3 calls with you as Manager I authorized that your move be delivered to finalize the situation and terminate it, my driver arrived at your residence and you after speaking with me and I authorized its delivery after having argued with you and you refusing to pay us the balance of $ ***** for the 200 additional boxes, the Police called us, 3 patrol cars arrived, you did not want us inside your house so by instructions from the Police we unloaded your move in your garage in front of the police, the police checked our truck and confirmed that there were no items in our truck, you refused to sign a document and instructed my driver to leave, thus terminating our service, we as a company accept any claim immediately our work ends January-***** You never called our company or made any complaints after what happened, and we will not accept any complaints after the delivery date, nor after a two-and-a-half-month period from us completing your move according to our contract. We will not process any compensation since you refused to pay the difference in the services provided. We deeply regret the inconvenience and your misunderstanding, as you have never used moving services. Therefore, we are closing this case, and this is a final decision.
  
  Our position regarding this case is final and firm.

  Customer Answer

  Date: 04/07/2025

  First, My son NEVER had talk to Mr ********** since he Only talk to me because my son do not speak spanish, that your first untrue statement.  **************** statement was that this was a flat fee and that zi could move my next door with me and it will be the same quote bc it was local and when is local is a flat fee.  Second, if you check your email I email you the issue of my furniture broken and missing stuff, that your second untrue statement.  Third, on your first email to BBB you stated that you make an agreement with my son  the day of the moving Well according to your driver he doesn't speak English and my son doesn't speak Spanish, that your next untrue statement.  Four, I never claim I am an attorney I claim I was talking to an attorneys and yes I did speak to the one who told me to call the police after I pay and you refuse to bring down my furniture, another untrue statement.  Five, the police never check the truck because they left before the moving was finish. I have  police report, and the reason they dispatch 5 police officer is because once my son mention your company to the non emergency line they make a comment," that they know who you are and that your company do this all the time"  .  Six I never told your mover that I didn't want them in my home , I want my furniture and that doesn't make sense. Seven never agree to pay a ***** more another untrue statement.  Eight a month before this moving I contracted a company to move my son that mean you lie again with your statement that I have never hired a moving company.  Nine  I sign the order and wrote incomplete another untrue statement.  I am giving you a chance to make this right bc my next step it will be Channel 9 consumer invest. and court.  Now more people will know how bad your company is and read the reviews of your company were people stated you never answer emails like me.  And your driver told me I could take you to court , That I will no be the first one to do it and the company will still be on business.

  Customer Answer

  Date: 04/07/2025

  And If any of you talk to my son why all the papers are in my name and what is my son's name?  Oh my I know you guys were an awful company, but I never knew how bad your companys really was.

• Initial Complaint

  Date:12/05/2024

  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 had my stuff picked up October 4th and was told i would get it 3 to 5 weeks. It is now December 5th and no answer about when im getting my delivery. I paid them ******** for this move and no one has contacted me after several messages. Please assist me with this problem.

  Business Response

  Date: 12/06/2024

  In our contract we do not indicate a delivery date, we only give an estimate since our company depends on maritime traffic and weather conditions. Additionally, now in *********** the Department of the Treasury has changed the declaration processes for incoming cargo. This move is in the process of being declared to the Department of the Treasury. Furthermore, the registration by Mrs. ***** is not correct. We are being assisted to complete the process and obtain permission from the ******************* to deliver the move. If you have any questions or concerns, please contact our ****************** at ************.

• Initial Complaint

  Date:08/08/2024

  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,On Thursday, August 1, 2024, La Rosa Del Monte delivered my move from ** to *****. Address: ***************************************************************. The delivery was missing the screws for the King bed, Queen bed, dresser, and buffet table.As a result, I don't have a complete bedroom set; I only have pieces without screws, which, according to them, cannot be found. I just have parts scattered everywhere, and my son and I are still sleeping on the floor. We paid nearly $8,000.I cannot mix pieces of one model with those of another, so if the screws are not found, you should pay for the complete bedroom sets so I can buy new ones.My husband is disabled due to a stroke and cannot sleep on the floor. The claim specialist have downplayed the situation because they are just screws, offering me $60. As if $60 could solve the problem they have caused. These pieces of furniture were bought from Ambiente Moderno, Viva Carpet, and Muebleras ******* in **, and they are not available in ******The move is insured for $20,000.Attached are the receipt for my furniture, a copy of the contract, and the loss report.I appreciate your evaluation of this case. You can contact me at ************ to clarify any doubts or questions.---Brendalys

  Business Response

  Date: 09/05/2024

  On August 1, 2024, delivery was made and a report emerged. See attached. To resolve the matter quickly, a payment agreement was sent to you for the purchase of the missing screws. But he disagreed because he wants to be paid for the new furniture. For that reason he submitted to the ***************************** The solution to this claim is no longer in our hands.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22113856
  
  I am rejecting this response because:
  
  

  I want to clarify that my decision to not accept the $60 that La Rosa del Monte offered me for the missing screws did not mean that I was requesting new furniture. What it meant was that $60 would not resolve the issue created by the loss of all the screws from my furniture.
  
  If for any reason you are unable to retrieve those screws or ensure that my furniture is returned to me in the same condition as I sent it, I am not willing to accept a situation where parts of my furniture are mismatched or made from different sets.
  
  Thankfully, the case has now been forwarded to the insurance I paid for, and ********** is currently handling the situation properly. Still waiting to be resolved.
  
  Thank you for your attention to this matter, and I look forward to resolving this issue promptly.
  
  
  

  Sincerely,
  
  Brendalys ******

  Business Response

  Date: 09/12/2024

  As we mentioned, this case is under the ****************************, for this reason, any questions or concerns should be communicated directly with them.

• Initial Complaint

  Date:06/27/2023

  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.

  Hello,
  On March 15th, 2023 I sent from La Rosa del Monte (Puerto Rico) two boxes and 1 Singer sewing table. On April 22, 2023 La Rosa del Monte located at ***** ******* *** ******** ** ***** gave me ONLY the two boxes. I have a pink slip that says "short on piece #003 which refers to the missing table. The employee says that is possible that the table is at another container. The promised to deliver to my house at no cost. On April 24th, 2023 I got a phone call from them. They wanted me to describe the table. I did. The promised to send me an email with a follow up. They didn't. I called again to their number (407) 859-6262. This called was made April 29th and I was told to give them three weeks. I called after 4 weeks, May 26th and my called was transferred three times like in previous occasions. Tired of talking to everyone I finally got a name: Ivette C*** was in change of claims. I called June 5th, but Mrs. C*** only works in the morning. My next morning available (because I was working) to talk to her was June 12th. I called Ivette C*** the morning of June 12th and she didn't even listened to me. She just wanted my phone number and kept me on hold for several minutes. Then I was transferred and I was confused. When I explained my situation again I realized that Ivette C*** transferred the call to Puerto Rico ***** ********. I was talking to Josy G****** She was so far the only person to give an apology. I told her that I needed an answer about my table. She wanted one day to investigate. Next day, Mrs. G***** said that the table was lost and that La Rosa del Monte was going to pay me the table. This table was my only heirloom from my mom who passed away February 12th of this year. I have no table, no email, no information about how much money I will get for such a unique piece of furniture. I need them to take accountability for what they have done. This is not fair and it crushes my heart every time I tried to mourn my double loss: mom and mom's table.

  Business Response

  Date: 06/27/2023

  In this case, it was decided to submit the claim for payment since table # 003 continues to be lost. A payment agreement was sent to her for the amount of $110.00 dollars, which includes $60.00 dollars for shipping charges and a maximum $50.00 dollars to be paid according to the insurance coverage that Mrs. ***** took out, without any additional cost. See attached contract signed by Mrs. *****. See attached.

  Business Response

  Date: 07/07/2023

  In order to start the payment process, it is necessary for Mrs. ***** to send us the signed payment agreement. That document was sent to you by email.

  Customer Answer

  Date: 07/15/2023

  
  
  Better Business Bureau:

   

  They never sent those files. You did. The pdf is added with my address and signature. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****