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:05/06/2025

  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.

  This moving company is the worst, avoid at all costs. Pay attention to some of the negative reviews. I think the positive reviews are all fake. My experience was a nightmare from start to finish. I'm from ******** and have seen it all, but this is probably one of the worst companies I've ever dealt with in my entire life. **** the owner was completely dishonest about their pricing, damaged my stuff, refused to provide a clear estimate or explanation of costs. At one point, he demanded that I sign my bill before an amount was even written in, threatening not to move my belongings unless I signed it blindly. When I balked, he had his people take my stuff, pack it up and they took off in the van holding it hostage. Seriously, like criminals. When I finally agreed to their price and signed, they still refused to return it. The owner **** is just a really bad dude. Vile. Pure evil.I had to call the police, and my husband had to get on the phone with them to convince them to come back. When they finally did, they had the audacity to charge us for all the extra time wasted during this dispute--even though I had already agreed to the ******* make matters worse, they added a mysterious "fuel tax" that was just a percentage of the total bill, and when I asked how that was related to fuel, they refused to explain. And they damaged our expensive carpet-they don't care. It looks like a lettuce leaf, totally destroyed. See picture. Their unprofessionalism, carelessness with your things, shady business practices, and outright hostage-style tactics made this the worst moving experience imaginable. Do yourself a favor and go somewhere else.

  Customer Answer

  Date: 05/13/2025

  I would like an apology as well as $500 to replace our carpet.

  

  Business Response

  Date: 06/05/2025

  This client was referred to us by a reputable long standing flooring company, for which we have enjoyed over 10 years of professional relationship resulting in many satisfied customers. We completed three separate moves per the client's request. Each was carried out professionally and in a timely manner. The client expressed satisfaction throughout, including verbal praise and tips totaling over $900. So, our position after thoroughly reviewing the details of the claim, we respectively decline the request. 

   

  Sincerely, PaulHauls

• Initial Complaint

  Date:02/17/2025

  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 February 6th 2025 Pauls Hauls moved me from one apartment to another in my apartment complex. When I first spoke with **** I said I had a 65" tv and should I get a box for it, he said his guys would wrap everything so I didn't need to do that. Nothing was wrapped on the day of the move. I did not realize this until they started bringing things in to the new apartment. They were carrying my tv unwrapped and when they put it down I could see their palm prints on it and I asked why wasn't it wrapped, they said it was wrapped but they unwrapped it to get a better grip on it. As I inspected my other belongings, I noticed my custom painted kitchen chairs have been scuffed up and my wood dresser has irreparable damage to the corner. The day of the move, I called **** and made many attempts to call leaving detailed messages even an email with pictures but no responses at all. I am asking for a refund of $200 for the damages. When the guys took a portion of my sectional out, they said do you know you have a hole in the back to which I said yes, I was aware, but yet when they damaged my dresser and set it up upstairs, they did not report that to me. If I wasn't so stressed, of course it would have registered that nothing was wrapped on the way out but that is why I hired a professional moving company.

  

  Business Response

  Date: 03/25/2025

  Dear ****** *****, we appreciate the opportunity to address the concerns raised in the recent complaint regarding our services. At Paul Hauls we strive to provide exceptional customer service, and we take all feedback seriously. However, after thoroughly reviewing the details of the claim we respectfully decline the request.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22945587
  
  I am rejecting this response because:  ****, the owner is very well aware of the damages that occurred to my furniture and it's just a shame that money is driving this business and not customer service.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/27/2025

  We are sorry Ms. ***** is unhappy but our position remains. 

• Initial Complaint

  Date:09/03/2024

  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.

  I used this company on 6/18/24. They used moving pads/blankets for my furniture. I was charged $200 and told I would be refunded my $200, also stated on my invoice, once the pads were returned. I called the owner, ****, and asked to schedule a day to bring the pads back and get my refund. He told me they thought I was going to use them again and that's why they let me use them and he was a business man and he doesn't just give blankets out to people who aren't going to use them. He hung up on me. I have called and emailed and he will not return my calls or respond to my email now. I just want to get my $200 and give him his pads back.

  

  Business Response

  Date: 09/11/2024

  This response was taken verbally by BBB:

  We moved you into the storage using our pads with the implication that we would be moving you out once you were ready to do so. We held the $200 deposit until this was completed. We are a for profit business and never agreed to just give you our pads for free. If you do not wish to use our company to move you from the storage that is ok but we have to charge you the small fee of $30 for the pads and will refund you the difference of $170. Please advise how you wish to move forward to the BBB.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22221224
  
  I am rejecting this response because:  I will accept the response once we have an agreement in place for refunding my money. I would like to be Venmod,  which is the same way i paid your company.  Pls let me know when this transaction will take place. I will return your pads once the money hits my account.
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 09/12/2024

  This response was taken verbally by BBB:

  Please just text me to set up a date/time to meet and I will refund you in cash and at the same time pick up my pads. I will wait to hear from you.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22221224
  
  I am rejecting this response because:

  I am able to meet you Saturday 9/14 before 11am. I cannot meet during the week. If that doesnt work, i can meet the following Saturday 9/21 before 11am. Once i have received my $170 cash i will return your pads and finally accept on BBB.

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

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
   I have met with the business and money has been refunded and blankets returned. This complaint can now be closed as resolved. 
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:08/02/2024

  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 orginally called and recieved a quote intitially for a 3 hour job, at $159.00 an hour with a 3 hour minimum. . After I booked the job and recieved the confirmation email (see attachment) for a job that was scheduled Late morning. When I spoke with the owner he said 11-12ish on the phone. The movers did not arrive until 1:45pm, the job took about 2 hours but because of the rain there was about a 35 min delay. However I was billed for 3.75 hours at $638.00, I thought this was a clerical error. I called **** after the move Saturday and got a text that he would follow up Monday. Then on Wednesday when I had not heard back I called again and sent an email. I got an email reply that he would get back to me by the end of day Thursday. I waited until 4pm and called a third time. I was told that I also have to pay the drive time for him to drive to and from the location which was "about an hour". I explained that on the phone, in email, or when they called to confirm the job this was never explained. He said "sorry it's a new guy, and he can send me all the other work orders he has". I said this was not accetable I would like to be refunded for the additional $159.00 that was literally never explained. After 3 phone calls ***** answer was "its fine file your dispute, I'll just fire all 3 guys for you and then hung up the phone". I would like to be refunded for the $159.00 that was billed extra without any explanation of this fee.

  

  Business Response

  Date: 08/13/2024

  This response was taken verbally by BBB:

  The customer contacted us to schedule service. We initially quoted 3-5 hours. Like all other moving companies, we charge for travel time (1 hour). This is explained over the phone which we have recorded. The job was completed. We have GPS information showing when our truck arrived and when it departed. The job took 2.75 hours in total  and we billed for 3.75 hours to include the travel time. The customer paid the invoice and tipped the movers and signed the paperwork confirming he was satisfied with the services provided. There is no refund due.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22079024
  
  I am rejecting this response because: The business is providing false information.  The orginal quoted for 3 hours.  Specifically I was told it would probably take about 2 hours to 2 hours and 15 minutes.  The business did not quote or explain any travel time.  They did state it was a 3 hour minimum.  If the call is recorded, please provide the recording to the BBB.  Additionally, the company stated they would arrive late morning, early afternoon between 11-12:30.  They did not arrive until 1:45pm.  This delay contributed to the rain that began around 3pm, if they had arrived on time there would not have been a 45 minute rain delay which they could not do anything.  If the business had arrived during their scheduled window the job would have taken exactly 2 hours and 5 minutes, and I would have been billed for the 3 hour minium.

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

  

  Business Response

  Date: 09/04/2024

  This response was taken verbally by BBB:

  Were sorry the customer is unhappy but our position remains as we believe we have already addressed the issues of this complaint.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22079024
  
  I am rejecting this response because:

  The company has addressed none of the concers. 1.) they arrived late which incurred additional fees because of a rain delay 2.) the company did not quote the travel fee, only the hourly rate which the job was completed in 2.75 hours 3.) the company claims to have recorded evidence that was not supplied.  

  The customer (me) has provided both the Email confirmation which does not provide any information regarding the travel fee only the hourly Rate.  The customer has provided the invoice also reflecting the accounting mistake From a Start time of 1:45 PM and an end time of 3:30 PM.  This information aslo supports my earlier complaint that the company arrived late.  

  I will not accept any response other than the refund owed. 

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

• Initial Complaint

  Date:05/14/2024

  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.

  They have charged me 14.5 hours to do a 9 hour move. The invoice clearly states they started at 10 and ended at 7. However, the storage unit didnt call me until 10:45 to let me know the movers had just arrived and started loading from my storage unit. Movers were rude and loud. Now that I need them to fix this error and refund what was overcharged, they can't do anything and dont know when the one person who can do anything will be available. In addition, they broke my punch bowl set, ans a few other dishes- lied and said it was already like that when they got there. I helped pack, inspected, and locked the storage unit myself, nothing was broken when I left it.I had previously gotten a quote for a 12 hour move at a rate of $159 an hour plus 18% for gas, giving a total of around $2256 for the move. They are charging me around $2700 stating 14.5 hours of work. It doesn't add up.

  

  Business Response

  Date: 05/23/2024

  We appreciate the feedback. After a thorough review of the move we found the hours to be accurate. However, We would like to offer a one hour refund ($159) in good faith.

  Per our contract we can not be liable for items packed by owner (PBO). Please refer to the signed invoice the customer sent.

  We will use this information to help improve our services moving forward.

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21709796
  
  I am rejecting this response because:

   

  The business is not being honest. The number of hours they are charging me for  is incorrect. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/28/2024

  I'm sorry you are unhappy but our position remains. If you wish to accept the goodwill offer I presented in my initial response please let the BBB know otherwise I consider this complaint closed.

• Initial Complaint

  Date:02/08/2023

  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.

  This company provided moving and storage services 10/22, furniture damage as a result of the move was reported to the company. One item in particular is not repairable and as a result, we suggested alternative compensation options i.e refund of storage costs equivalent to the price of the damaged furniture. Furniture is one year old, receipts are available. Attempts at correspondence with the company over three months have been met with sporadic answers but no action/resolution despite on-going attempts to contact them by phone/email.

  

  Business Response

  Date: 09/01/2023

  This response was taken verbally by BBB:

   

  Owner advises he reached out to the customer's husband on two occasions in an attempt to come out and inspect the furniture. However, ********************* called insisting on compensation before I could inspect as discussed with her husband. 

  Photo's were sent to a furniture repair company who advised they would not be able to repair the wicker. Our next step would be to determine the weight of the piece of furniture to submit a claim to our insurance company.

  Due to severe medical issues, I apologize for my slow response to this issue. We are willing to comply with customary policy and procedures moving forward.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 19364678
  
  I am rejecting this response because the information provided by the business is not accurate and I have emails to support my position. It has taken this company 16 months to provide a response to this complaint even though they were given every opportunity to do so when the damage first occurred. I called repeatedly (at first they answered, then the hung up and eventually stopped answering my calls) and sent multiple emails. While the owner may or may not have been sick, someone in his company should have handled this complaint that was made in October 2022. 

  In specific response to the owner's comment that they offered to send someone to look at the furniture  - this is true, and I provided a phone number to coordinate. However, I also offered suggestions that I would accept for satisfactory compensation because the furniture could not be repaired - things like, two months refund for storage - simple things that would only require the owner to do a credit card refund. He didn't respond to the email. We kept calling the office number and even spoke to the owner at one point and took him at his word that he would get back to us and he never did. Exhausted we finally gave up. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/06/2023

  This response was provided verbally to BBB:

  We will pay our customer $.60/lb for the damaged items, consistent with the insurance they have and Florida statutes. Please provide a list of the items damaged.

  Given the nature of our customer's previous demands, we are not willing to offer anything additional.

• Initial Complaint

  Date:10/19/2022

  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.

  Reference move: 04/22 04/22, 2475542G07WG9889N, PAUL HAULS MOVING *** *********** ** In May 2022, we hired ***** Moving to move us across town, approximately, ten miles. They failed to maintain accountability of a mirror and glass tabletop. Both were "displaced." A couple months later, when preparing to file an insurance claim, we contacted ***** Moving. They had the items. They delivered the mirror and tabletop, both damaged and unuseable. We requested compensation. Pauls Moving have not responded to our requests. Attached is a photo of the tabletop glass with sharp edges. On top of that is a portion of the broken mirror (R/top broken)Damage Cost to replace the mirror is $109.00 from Amazon. Cost to replace the glass table top is $104.95. Total cost: $213.95. As both had been used, we requested reimbursement of $150.00.

  

  Business Response

  Date: 10/24/2022

  Thank you for your effort! Unfortunately I have no record of anybody by that name or phone number