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:07/05/2025

  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.

  We recently completed our contract with Finest Fellas Moving Company after days of waiting for our truck to be delivered and terrible customer service on their end via phone calls. We had to track our own belongings, continue to call and be placed on hold for hours with no actual resolution and very rude employees. We reached out via email days ago to the owners and have heard nothing. We needed up paying 1200 over our quote in order for our belongings to be delivered. They threatened to place our belongings in storage and charge us all the fees unless we gave them the extra money on arrival before unloading our belongings. They did not stick to original unloading processes as they stated. Prior to delivery a different company charged us for packing boxes when we did not understand it wasnt the same company and did not ask for all the boxes that they are charging for. They packed belonging in their boxes that we did not ask to be packed and werent going to bring in the move. Finest Fellas did not try to help in that regard at all and just simply said its out of their hands because its a contract signed (with this other company, which was signed under false pretenses. We did not understand it was two different companies doing the job we thought it was Finest Fellas. This company has no customer service or empathy for their customers at all. I would like a refund of the over charge of the original estimate. We paid 1200 over the original ***** estimate at a total of ***** for this move. Had we known it would cost this much we would of did the move ourselves with a U-Haul truck. We thought this would be nice using a family owned business that they would take care of our belongings and that just wasnt the case, and the stress that came with the company not being easily reachable during this process made it even harder. Please help us.

  Business Response

  Date: 07/07/2025

  We apologize for the experience you encountered while utilizing our services. We would like to resolve with you amicably. As a family owned business each customer's experience is important to us and although at times we fall short - we want to make things right! If you have not heard from us yet, please email ********************************************************************* or call us at ************.
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23558988
  
  I am rejecting this response because:  

  We have emailed the company directly with no response for days, we attempted to speak on the phone with their customer service representatives and they were very rude, left us on hold for 30 minutes or more and proceeded to disconnect the calls. I do not wish to speak with anyone via phone calls as we do not trust this company. An email communication with resolve would be ideal. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/07/2025

  We wish to resolve directly with the consumer ************

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23558988
  
  I am rejecting this response because:

  We will not be calling to discuss with the business as they are very unprofessional on the phone and argue with us and we do not get any resolve. We have already done this. And we have emailed the owners with no response. The owners do not get on the phone directly when asked, they will have you speak to Yammi, *** or *****. 

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/02/2025

  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 spoke with ***** from Finest Fellas Moving and Storage on April 10th 2025 regarding a military move from ** to **. Payment was made in the amount of $3560.60 that day for services scheduled to be rendered May 27th 2025. As the date got closer the company reached out to let me know to expect a call from a mover. The scheduled date came and I hadn't received a call. I then contacted the company to asked what was going on. I was told that this date is a window between May 27th and May 28th. Even though the email I received didn't say anything about there being a window. However, I am understanding so I said fine 1 day won't hurt. I was told that my movers will be at my residence tomorrow (May 28th) at 8:30-9:00. I awaited a call and never received one. I reached back out to the company because at this point my timeline is becoming tight. Military moves are extremely structured and when things like this happen it cost the resident. The schedule that was made was intentional, for my property to be picked up on the 27th, leaving me time to clean for final inspection from the base housing office. Now that I didn't get my property picked up the 27th or 28th that put me in a position where I had to hire another company. They were unable to come out until the 30th (the day of inspection). The other company couldn't pack me house before the base housing operating hours resulting in my inspection going into the next month. The second company picked up and dropped off my belongings flawlessly for about $800 more due to being last minute. Finest Fellas cancelled my service (without a request from me) on May 29th at 11:23a.m. however I have not received my money back for lack of services rendered. After many attempts to speak with someone between May 27th - May 30th and more attempts from my father and wife we are still left empty handed. I want a full refund of the money paid to them. While I deserve more that would be a great start.

  Business Response

  Date: 07/02/2025

  We apologize for the experience you encountered while utilizing our services. We would like to resolve with you amicably. As a family owned business each customer's experience is important to us and although at times we fall short - we want to make things right! If you have not heard from us yet, please email ********************************************************************* or call us at ************.
  Warm Regards,
  FFMS Owner
  
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23546638
  
  I am rejecting this response because:
  

  I called  FFMS to discuss moving forward with this and was put on hold a few times before being told again to expect a call from upper management about this matter in ***************************************************************************************** the call back due to previous experiences. They assured me that I would get a call in 15 minutes. It is now 2 hours later and still no call. 

  
  Sincerely,
  
  ***** ****-Sallard 

  Business Response

  Date: 07/07/2025

  We apologize for the experience you encountered while utilizing our services. We would like to resolve with you amicably. As a family owned business each customer's experience is important to us and although at times we fall short - we want to make things right! If you have not heard from us yet, please email ********************************************************************* or call us at ************.
  

• Initial Complaint

  Date:07/01/2025

  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 company is a scam! ***** gave me an initial estimate that was almost too good to be true. Made real nice and friendly, but never responded to me again. Well, it was too good to be true. The estimator called and the price instantly doubled. Of course this is as the move is getting really close, so options are less. Then the movers show up and the guy instantly says this is 3 times as large as they thought. My cost then went to over $17k from $6800. The problem is that I closed on the house in 2 days. My options were gone. The company didn't care one bit. The movers that came to my home on delivery were great. That is the only good thing about my move.6/27/2025 - Update - Now they are trying to cover their butts by denying I was a customer. The photo shows the first price increase. This is proof they are crooked!6/29/2025 - They tried to buy my silence! They offered me $700 to take my review down. Then it went to $900. Then $1000. They know they are cheating people and do not want the negative reviews.

  Business Response

  Date: 07/01/2025

  We apologize for the experience you encountered while utilizing our services. We would like to resolve with you amicably. As a family owned business each customer's experience is important to us and although at times we fall short - we want to make things right! If you have not heard from us yet, please email ********************************************************************* or call us at ************.
  - FFMS Owner
  
  

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair 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.

  We booked our move with Finest Fellas a few months prior to our move per ****** statements saying we would get the best rate being so early. We made a down payment to him via credit card at that time to secure the move. We were told at that time that we would have Finest Fellas truck and crew show up and load our items, they will take photos before loading and after delivering, they wrap every item before it goes into the truck and they unload and rebuild everything the way it was before. Any time we texted we got a response ASAP. Things were good. Then a week before the move all communication ended. We couldn't get a text, call or email response. Couldn't get ahold of anyone or find anything out. The day of the move, June 6th 2025, a plain white truck arrived with 2 casually dressed individuals. One person spoke only Spanish, the other had only been speaking English for 1 year. Neither person worked for Finest Fellas. The two men loaded the truck and told us to sign the paperwork but couldn't explain any of it. ******, the English speaker, said this is his first time working for Finest and he doesn't understand their paperwork. We were told to sign and they would figure it out later. They left with our items and that was that. We made our long distance drive from **** to **. We waited over a week and began calling to find out where our items were. Every time we called we either couldn't get through, were hung up on, or nobody answered. We finally blocked our number and got through and were told they didn't know where it was or when it would arrive. Every day we called with no answers. Our items finally arrived on June 16th 2025. Multiple items were destroyed, missing or extremely damaged. After MULTIPLE attempts to contact Finest we got a response to file a claim. The claim process is a joke as well. After reviewing paperwork we found out we were overcharged as well. No response from company, no answers, no help. We want a refund and our items replaced.

  Business Response

  Date: 07/01/2025

  We apologize for the experience you encountered while utilizing our services. We would like to resolve with you amicably. As a family owned business each customer's experience is important to us and although at times we fall short - we want to make things right! If you have not heard from us yet, please email ********************************************************************* or call us at ************.
  - FFMS Owner
  
  
  
  
  

  Customer Answer

  Date: 07/07/2025

   
  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:06/23/2025

  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.

  In the beginning of June 2025 we started looking for a moving company and Finest Fellas caught the eye of my wife on their ******** ad, I spoke with the owner *** ********, he was wheeling and dealing me on amount of the cost of the move, he based it on a certain amount of boxes (which was a guess on his part, though we have not yet started packing and we informed him of that, we gave him a list of furniture and misc and after his wheeling and dealing he claimed if I were to sign now and give a deposit of ***** we will lock in the price at *****, when asked what if we have more items, his response was not to worry about it , that is the amount. Also claimed he doesnt broker out the job, which after signing we were getting several calls from another company who planned to pick up our belongings, with that they also had different dates of pick up and not the date we were promised as it was the needed days! After getting the date settled (which up to 2 days before again was unsettled) we started not trusting what was happening. Then came the call to list our items (no one came in person to look for themselves) During that call, they determined that they did not charge us enough and they increased the price by $4500.00 and wanted a addition $1600.00 deposit. And with that they still did not send a binding contract. The new contract was a estimate though he insist it is not. We now felt a switch and bait, lied too, and were being treated nasty when we cancelled a day before and were told we will never get our ******* deposit back. As we hired a new major company , they explained to us that professional movers legally can not collect a deposit. Our move was scheduled for 6/20/2025

  Business Response

  Date: 06/25/2025

  We wish to resolve directly with consumer and they can contact us at ************

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23507205
  
  I am rejecting this response because:

  I HAVE ALREADY SPOKEN TO THE "OWNER" AND AFTER REQUESTING A REFUND OF MY DEPOSIT, HE TOLD ME GOOD LUCK I'LL LOSE.

  HOW ABOUT REVERSING THE CHARGE ON MY CREDIT CARD FOR NO SERVICE AND MOVE ON.
  
  Sincerely,
  
  ***** & **** ********

  Business Response

  Date: 06/27/2025

  Please contact us directly ************

• Initial Complaint

  Date:06/17/2025

  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.

  Were writing this to share our extremely negative experience with Finest Fellas / All Roads Express. Our initial contact was with **** on April 11, 2025, who claimed this company was honest and transparentunlike others. Ironically, we encountered every red flag he warned us about: bait-and-switch pricing, poor communication, and zero accountability.Our load was picked up May 21 by a Ryder rental truck (unmarked), staffed by contractors. They indicated pricing was weight-based. Our original quote of $2,500 jumped to $5,000 after updating our inventory, then to $10,500 after weighing the load. We tried to cancel, but Yammie from customer service called after the cancellation window, denying us a deposit refund.We were told the truck would head to ******* by May 25/26. Instead, the load sat in ********, *** hours in the wrong direction. ************* confirmed the delay. Despite assurances, our load wasnt delivered until June 6partially. A mover named ***** arrived with ~20% of our belongings, most boxes crushed. He had hired a ********** helper, so we moved items ourselves, during which I sprained my ankle.Customer service told us the rest of our load was en-route. Then they claimed the truck broke down and wed get delivery Tuesday or Wednesday or Thursday or Friday. We asked for a manager, were redirected, ignored, and finally connected to someone who told us to email the situation. The rest of our items arrived June 16damaged and incomplete. Missing rug, shattered glassware, broken furniture. Value lost: ~$4,000.Overall, no one took accountability, all communication was stemmed from our outreach, and we were misled by this company. Our hope is to spread awareness so that NO ONE books with this company again.

  Business Response

  Date: 06/17/2025

  We wish to resolve directly with customer pleas email or call us: ************ / *************************************************************************************************************************************

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23479723
  
  I am rejecting this response because:

  we are in contact with All Roads Express, which have mentioned to us that they are working with Finest Fellas to make a resolution. We have submitted photos and our request via email and are awaiting a response. 
  

  This continues to escalate the issues weve been having with your organization. Theres no communication between you or your supposed partners in this matter.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/07/2025

  We apologize for the experience you encountered while utilizing our services. We would like to resolve with you amicably. As a family owned business each customer's experience is important to us and although at times we fall short - we want to make things right! If you have not heard from us yet, please email ********************************************************************* or call us at ************.
  

• Initial Complaint

  Date:06/14/2025

  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 first contacted Finest Fellas on 5/18/25 in which I put down a $1600 deposit for moving services for a loading date of 6/15/25. I tried to initially cancel within my time frame on 6/5/25 as I did not feel comfortable using an untraceable payment method, to which the company did make an exception to allow for a credit card on both loading and unloading. Also did not feel comfortable reading the fine print knowing that the company uses a 3rd party vendor for loading and unloading at times during the year along with all the other complaints from others about customer service, delivery, loading, and being lied to. I received a BOL (Bill of Lading) on 6/13/25 in which I did sign. I had questions and when I called, all of a sudden it seemed like I was an inconvenience to the company for asking questions about MY STUFF being transported. I was also told that I would have confirmation later that day (6/13/25) of when loaders would come and time frame on Sunday 6/15/25 OR Monday 6/16/25. Never heard anything back. I called all day on Saturday 6/14/25 and no answer (which is odd for a moving company). Left emails, voicemails, even text on 6/14/25 to confirm something, anything since it was coming up so quickly...NOTHING. No one to help me. No one to confirm or give updates on my order especially during a time of moving all your belongs across the *** & no word if coming out the next day per what was on the order. Since I originally put in for a cancel on 6/5/25, I would like to get my deposit back of $1600 back on the card that was used initially. Services were not performed to warrant the $1600 deposit fee, lack of communication or updating their client in a timely manner when this was spoken of time and time again. No confirmation, no dates or timeframes for when a truck with their logo (not 3rd party) would arrive.

  Business Response

  Date: 06/17/2025

  We wish to resolve directly with consumer, please contact us ************ or *********************************************************************

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23470332
  
  I am rejecting this response because: Per ****** "JoJo" ********** email on 6/16/25, will be issued the full refund ($1600) due to my order being overlooked and ignored.  Refund was to be processed asap (which should've been completed by now given that email). When I call the 800 number for any resolution I am yelled at for canceling and hung up on per phone conversation with **** on 6/16/25.  Refund needs to be back on original payment that the $1600 deposit occurred on.  Email has been sent to this: ****************************************************************************** as instructed.  

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

  Business Response

  Date: 06/17/2025

  We wish to resolve complaint directly consumer - call us at ************

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23470332
  
  I am rejecting this response because: I called the general 877 number provided and wasn't given which option to select since it's a general number and not a number to someone who can resolve the issue asap ( refund back in full per previously attached email ).  Spoke to customer service in which I was told again it would take 3-5 business days (from 6/16/25) to receive the refund back. I was given this same run around information about a month ago and never received a refund, only a credit.  I want the full $1600 deposit refund as my order was forgotten about per previously attached email.  Someone from Finest Fellas needs to reach out to me directly (phone call)  to resolve and get this full refund issued.  ************.  This will not be considered resolved until I see the full deposit in my account.  I have a national bank and it shouldn't take that long to show up.  If still unable to provide a deposit to me via online, a check in the amount of $1600 can be mailed to me.  In fact, that would be quicker as the online transactions don't seem to follow through with the business.  

  I tried to resolve this issue by calling the general 877 number, but not getting or seeing a final answer.

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

  Customer Answer

  Date: 06/18/2025

  Please reopen this complaint.  This has not been settled with the company yet and I am waiting for the $1600 refund to show up as promised  I have made phone calls and emails to the business to get this resolved asap.  I have responded within the 10 days timeframe as the emails suggests.  Waiting until additional information in my bank account.  This business like to pull the "3-5 business days timeframe" as a response for a refund when in fact they are unable to do so due to some logistical nightmare on their end.  I need to see the deposit in my account before this can be considered closed.  They are not doing as promised.

• Initial Complaint

  Date:06/11/2025

  Type:Order 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 holding all of my belongings hostage and will not deliver because I will not sign a waiver because of the damage caused and they threatened to not deliver. I am seeking an attorney for criminal charges against them if this is not made right.

  Business Response

  Date: 06/11/2025

  We wish to resolve this complaint directly with the consumer - please contact us *********************************************************************

  Customer Answer

  Date: 06/12/2025

   
  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:06/02/2025

  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.

  Hired Finest Fellas to handle my move 03/03/25 Moving day scheduled for 03/29/25 They requested moving my date to 03/31/25 due to an equipment issue and was promised movers would arrive by 8am Movers arrived 03/31/25 at 7:10pm Knowing I had to be out of the house that evening, they couldn't fit all belongings in the truck and promised remaining items would be removed 04/01/25 by noon 04/01/2025 at 8:30am, dispatcher informed me that the truck was involved in an accident and my belongings would not be arriving as scheduled The truck attempted to go under a low hanging bridge even though there are several signs on that road warning drivers to avoid if clearance exceeds the bridge Instead of stopping, the truck continued the drive and was only pulled over by police for leaving the scene of the accident 30 miles down the road - all the while my belongings were flying out of the back of the sheared off truck top This goes far beyond normal moving damage and falls into gross negligence 04/02/25 11:09am texted dispatcher asking when I would receive my belongings. 4:44pm he replied that one truck would arrive at 7:30pm. Actual arrival time was 8:36pm There were several other lies and fabrications communicated to me that I do not have space to include here. Moving reference #: B6763995 CSI Claim # ********* I emailed the three owners of the company on 04/24/2025 and again on 05/08/25 requesting help from the company to reach a reasonable solution. Both emails were ignored.

  Business Response

  Date: 06/04/2025

  we wish to resolve directly with consumer. Please contact us ************

  Customer Answer

  Date: 06/04/2025

  If Finest Fellas had any interest in resolving this directly with me, they would have responded to at least 1 of the 2 emails I sent to the owners.  Given those emails were ignored, theyre response to the BBB seems disingenuous.  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23406992
  
  I am rejecting this response because:

  If Finest Fellas had any interest in resolving this directly with me, they would have responded to at least 1 of the 2 emails I sent to the owners.  Given those emails were ignored, theyre response to the BBB seems disingenuous.  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/06/2025

  We wish to resolve this directly with the consumer. Please contact us directly at ************ **********************************************************

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23406992
  
  I am rejecting this response because:
  I sent two separate emails to the three owners of the company; one on 04/24 and another on 05/08.  Had they sincerely wanted to work with me on a resolution, they had have contacted me at any point after that first correspondence.  They did not even acknowledge my emails. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:06/02/2025

  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.

  I've tried calling and emailing Finest Fellas and I seem to just keep getting the run-around. We book with Finest Fellas, gave them a date for a move, they sent over a contract, we signed, all sounded fine. The day we booked our move, I spoke to ***** and pointed out the date on the contract was incorrect, he said he'd fix it and call me back the next day. I never heard from him and never received an updated contract. I called to cancel before the 7 day "no refund" cancelation window they have on their contract, even based on the incorrect date. Couldn't reach anyone. Left a message. Over the next two days, I tried calling again, emailed, and texted, someone did call me back finally when I texted on May 28th. I spoke to ***** on the phone, who said the refund of our deposit was showing on his end as already processing and we'd just have to wait for our bank to receive it. He also said he'd wanted to make sure we weren't just going with a different company when I said I'd been trying to reach them for a few days, which seemed odd. I called this morning and the person I spoke to, after hanging up and calling on a different number because I was on hold for over 5 minutes, said the refund is not showing as processing on your end and doesn't know why I was told that. She was pretty rude and said no one else, a manager, the owner, etc, accept phone calls when I asked to speak with someone else. Which is interesting because before we paid the deposit, the owner hopped on really eagerly to talk to me. It seems like they put an earlier date on the contract to make the cancelation window shorter, they have a note in their refunds policy that, even if you change the date, they go by the original. But they also wouldn't return my calls until we hit the 7 day ***** even with my having emailed before then. No one else will answer calls or texts or emails, it took multiple tries to get someone on the phone today. ******************

  Customer Answer

  Date: 06/03/2025

  The company contacted me and issued a refund