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:02/04/2025

  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 booked moving services with Finest Fellas Moving and paid an $805 deposit on 11/11, which I was explicitly told was 100% refundable if I chose not to move forward. It's also in my contract. After deciding not to use their services (days later), I requested a refund, and for the past several months, the company has failed to return my money despite numerous calls and follow-ups.Each time I contact them, I am either told that my refund is next in line or "second in line," transferred to someone who does not answer, or outright hung up on. This behavior is completely unprofessional and deceptive. They have continuously delayed and avoided issuing my rightful refund, and I believe they have no intention of honoring their refund policy unless forced to do so.On February 3rd, I also emailed the CEO formally demanding my refund and clearly stating that I would file a complaint if they did not return my deposit. They have completely ignored the email and failed to respond.I am filing this complaint to formally demand my $805 deposit be refunded immediately. If they continue to ignore my request, I will escalate this matter further. I want to warn others not to use this fraudulent and sketchy company.I expect a response and resolution from the company as soon as possible.

  Business Response

  Date: 02/13/2025

  This customer is entitled to their refund and it will be processed as soon as possible. We are open to communication if the consumer has further questions/comments. 

• Initial Complaint

  Date:01/08/2025

  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 reserved services to move from ******** to *******. I requested my money in the allotted timeframe. I have emails and recording stating that the money have been refunded to me. I do not see in my bank account that the money was sent to me. I reached out to the company numerous times. I was placed on hold, told that somebody would call me back and no one has called me back. this claim started December 27, 2024. Its well over 10 days and theres still no resolution. I would like my $700 back. I will like my money refunded to me in the original form of payment.

  Business Response

  Date: 02/13/2025

  Finest Fellas Moving and Storage wishes to resolve this complaint and issue directly back to the consumer. We wish for them to contact the owner at *********************************************************************

• Initial Complaint

  Date:12/31/2024

  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.

  We contracted with Finest Fellas for packing and moving services from ********* to ***** for approx $13,500. The movers arrived and spent 4 hours checking the inventory sheet. They then (in violation of federal laws) proceeded to tell me they would not move anything until we paid them an additional approx $4000. Under duress i agreed. It took the movers about 3.5 days to pack our household goods. The individual with whom I spoke during the actual move was from another company called ****************** (during quoting i was told a truck owned by the family with the family name would do all the work). This individual told me the quote was an estimate, and even though the invoice said "price is guaranteed" that didn't matter and the price went up.Even the process of loading was challenging. During the quoting process i was told they hire local moving companies, only to find they posted ads on ********** paying $20/hour for laborers.The movers showed up about 10:30 am each day (even though i was promised prompt 8am start times). The last moving day, i was initially told there was no more budget to hire movers, i had to make more noise to get any help.This company then proceeded to tell me i owed an additional $900 because the truck weighed more than they expected.The individual doing the quoting (*****) and the owner (*****) both promised "VIP service" and would be "available by cell phone any time", but they refused to answer their phones or provide any help.The delay, poor service, and other issues caused us to miss family Christmas.

  Business Response

  Date: 01/03/2025

  We wish to resolve this complaint amicably with the client. We ask of them to email our resolutions team at ************************************************************************************************************************************* 

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22751727
  
  I am rejecting this response because:

  i sent an email to the company as per their response to BBB. My email was sent Jan 5th, 2025 at 7:40pm CST. I have not received any sort of response at all.

  additionally, i have asked twice for copies of the weigh tickets and have not received that objective evidence.

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

• Initial Complaint

  Date:12/28/2024

  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.

  This was a horrible experience. They messaged often until they received my deposit. I decided to go with them as they said they were not a broker. The person who took my deposit said he was the owner. He admitted that they contract with other companies as well. He said he would let me know on Friday if they were coming, Monday or Tuesday to pick up my stuff. Friday came. I got no call. I called them, and dispatch was still working on it. I called back on Saturday. Still no word. The person told me the owner would contact me within an hour and that they would definitely be there Monday or Tuesday between nine and eleven. I received no call, and Monday came. I had to call to find out they were coming the next day. The next day, I called to confirm, and they pushed it back two days, then there was snow, and they pushed it back another day. When they came to pick up my stuff, they were not the finest fellows. When the drivers finally came on Friday to get my stuff, they took forever, and when I went out to the truck to talk to them, it smelled like marijuana. Now they dropped my stuff off today, and I just found a bed bug on my couch. I'm hoping it was just one, but this was a horrible experience. Do not use these movers.

  Business Response

  Date: 12/30/2024

  We wish to amicably resolve with the customer. If they could please email our resolutions department *********************************************************************

• Initial Complaint

  Date:12/13/2024

  Type:Delivery 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.

  All of the below is supported by emails and texts that I have uploaded to this ********** of Transaction: The service was booked on 10/9/24 for a move scheduled on 11/29/24 with a delivery of 12/2/24.The Amount of Money You Paid the Business: $3,747.30 What the Business Committed to Provide You:1. Picking up your belongings on November 29, ******. Delivering them by December 2, ******. Providing professional moving services as advertised, including the use of their company trucks (not a U-Haul).4. Avoiding unexpected charges, such as shuttle fees.What the Nature of the Dispute Is: False ******************************** The company advertised professionalism and specific delivery dates but failed to deliver on these promises. Claim not a broker, but they are. Failure to Communicate: After collecting my belongings, they ghosted me and ignored all communication attempts. They never once tried to respond to any of my inquiries after 12/2/24 when they had all of my stuff. Damaged Property: Several belongings were damaged due to negligence, including waterlogged items, broken frames, and filthy furniture. Unethical Practices: They manipulated me into staying past the cancellation deadline with false promises about dates and logistics. Hidden Fees: They disclosed potential shuttle fees only after pickup, which was not part of the initial agreement.Unexpected Incurred Expenses: They failed to deliver my stuff as promised on 12/2/24, and as a result, I incurred dining expenses due to the lack of access to my kitchenware and groceries and had to extend my hotel stay, leading to unforeseen costs.Whether or Not the Business Has Tried to Resolve the Problem: The company has made no meaningful effort to resolve the problem. They have ignored all communication regarding filing a damage claim and continue to be unresponsive.If the Issue Involves Advertising, When and Where the Ad Was Seen or Heard: You saw the ad on ******** before October 5, 2024.

  Business Response

  Date: 12/14/2024

  Good morning, the customer had agreed to all charges when she reserved the move and signed off agreeing that shuttle charges may apply at destination if a tractor could not access. At this time we are unable to refund the customer $800 as it was already a discounted price. The client may contact us for more information at *********************************************************************

• Initial Complaint

  Date:12/11/2024

  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 booked this company for a move from ******** to ******. I cancelled the move well over 7 business days before the move would occur and would receive a refund per our agreement. I emailed the sales representative who the. Never returned my **** I spoke to the dispatcher and said I no longer need the service. I called customer service 5 times and left messages but no one returned my call. I sent a message via ******** messenger but never received a reply. They took my money and then ceased all communications. I filed a credit card dispute as well with ***************. This company is not trustworthy and the sales person completely severed all ties after a down payment.

  Business Response

  Date: 12/26/2024

  Finest Fellas Moving and Storage wish's to resolve amicably with customer. Please contact by phone or email: ************, *********************************************************************

• Initial Complaint

  Date:11/19/2024

  Type:Delivery 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.

  Date of deposit: Approximately September 28, 2024 in the amount of $1050 Date items picked up: November 9, 2024 (more items were added along with another fee of $950, which I was told in the beginning there would be no additional fees)Date items were delivered: November 13, 2024 Missing Sleeper: I paid $719 for the sleeper and it was brand new After the deposit was paid, they gave me a two-day window regarding pickup which was 11/9 and 11/10. I asked for delivery date of 11/12 and was told no problem. I called to confirm as per driver 24 hours after pickup and was told delivery date would be 11/13 -11/14. I asked them what happened to the 12th. I was told it wasn't possible. After delivery I noticed my sleeper wasn't delivered and called the next morning at 10am and was told they would look into it and call me back at 12pm. I received no call and called them back at 2:43pm and again at 6:28pm and follow-up with an email Nov 14th. I have yet to hear from the company. I paid good money for my furniture and to the moving company, the least they can do is communicate. Throughout the process the communication hasn't been great. After the deposit was paid, I initiated all contact. It was as if they had the money and I was at their mercy. They said they are not brokers but it seems like it the way I was led me on regarding no additional fees, but there were, delivery date not honored and now the missing furniture. I also noticed the moving truck had a different name then Finest Fellas

  Business Response

  Date: 11/20/2024

  To whom it may concern, 

   

  In response to this complaint, the consumer has the right to file a claim for any damages goods and can do so by emailing ******************************************************************** CC's *********************************************************************************************************************************************. 

  Finest Fellas Moving and Storage is not a broker and assumes the liability and quality of all our of customers. At times, based on service area or availability we may use authorized agents to service although Finest Fellas Moving remains the carrier. 

  We ask for the customer to contact us directly for an amicable resolution

  Customer Answer

  Date: 11/24/2024

  Good evening,
  I sent an email to Finest Fellas and received a bounce back from one of the email addresses.
  How long should I wait for a response from FF.
  Thanks for coordinating an initial response from them so far.
  r/**** *******
  **********

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22578588
  
  I am rejecting this response because: I responded to the two email addresses provided and they both bounced back.  The email addresses do not accept emails or at least not when I sent it.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/07/2024

  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.

  October 30th was pick up. We had a contract for ***** dollars for our move. We than spoke to ***** a few days before and said we forgot some things the owner said on a recorded line they werent gonna charge us anything over *****$. Not to worry. We expressed my husband is a veteran and we dont have money to spend like that. since my husband is disabled and isnt working at the moment. He said They arent trying to rip us off. The extra money was because of the weight which we expressed to the owner 4 days before that we might go over the weight limit. He kept telling us not to worry. The amount wont go over when they came to drop off our stuff they said the owner was in the ******* and we had to pay the money or else they were gonna throw our stuff in storage. The manger said that when ***** gets back dont worry we will take care of it and see if we can give you a refund. What happened wasnt right and he should be giving us a refund. We finally got in contact with them today November 7th. And we have been on hold for 3 hours they keep putting us on hold. She said ***** cant talk but is going back and forth with him. I kept asking to speak to him and she said he wont. As well they said they can only give us 200$ for the situation that is going on. Now they wont answer us and wont give a refund. We went through 3 different managers that were telling us all different storys. 1 person said he will have to give refund. The other person said he passed this down to me and theirs nothing we can do. Than ***** said he feels terrible he will look into our move.

  Business Response

  Date: 11/12/2024

  The client had scheduled a move and upon arrival the crew found that the client requested to move more items than what they had signed for. Upon approval the client acknowledged that they had more items than what they were quoted for. The driver prepared an on-site revised estimate in which the customer signed and agreed to pay the additional costs for the additional items. The client had the option to stick with the original quote as long as they moved the original items. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22528256
  
  I am rejecting this response because we had a conversation with the owner ***** 5 days prior to the move. He stated to us that the price wouldnt go up after adding the items we discussed that needed to be added to the report. I have recordings on my husbands phone of ***** and I speaking. They did not give us a new price until the stuff was already loaded on the truck. ***** was not available to discuss the matter. We had no choice but to add our stuff to the truck because we had to be out of the apartment by Wednesday they loaded the truck on Tuesday. By suprise we got an updated binding agreement after our stuff was loaded on the truck we tried to get in touch with ***** but he wasnt available and no one can handle the situation when we called unless it was *****. 
  Sincerely,
  
  ********* *******

  Business Response

  Date: 11/21/2024

  Finest Fellas Moving and Storage has already resolved this complaint with the customer directly. Please see release form. 

  Customer Answer

  Date: 11/21/2024

   
  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:10/12/2024

  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.

  Hired finest fellas for our move, received a quote from finest fellas but a different company showed up on the day of the move and before we knew it, $1200 was added to our quote for inventory that was indeed discussed but left out. The company has a history of under quoting then trapping people into higher payments before theyll load or unload your belongings. They expect you to sign a paper stating you wont dispute the charges, which I refused to do. after delivering our damaged belongings, they send an email for a fake claims service. The number provided to file a claim doesnt work and results in being hung up on as soon as you press 1 to begin filing the claim. Their social media account on ******** was full of a slew of artificial profiles they created to write good recommendations to outweigh their bad ones. They went from an 80% recommendation rate to a 20% recommendation rate after I called them out on all the fake profiles, they deleted them. Now they are left with nothing but 11 horrible reviews most stating the same thing, charged way more than quoted and forced to pay before work was completed and items were returned in good condition.

  Business Response

  Date: 11/12/2024

  Client has no longer contacted finest fellas moving and storage. The claims department still has an open claim and we are more than willing to work with the client to ensure she receives a fair an amicable resolution. The client is also making false accusations about our business and they will be forwarded to our legal department for further investigastion. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22415045
  
  I am rejecting this response because:
  I have emailed and called *** ***** after realizing the number she sent me to file a claim was disconnected. My last email to her was on 10/11/2024 and she never responded.
  Sincerely,
  
  ***** ********-******

  Business Response

  Date: 11/21/2024

  Client has advised this issue will be dealt via courts. Therefore we have nothing to say and will turn to our legal team. 

• Initial Complaint

  Date:09/30/2024

  Type:Delivery 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.

  6/18/24 - Initial quote to move our household items from **********, ** to ************, ** provided by owner, ****** ********, via phone after reviewing all household items together over phone. Quote of $9,435.60. Pickup date of 7/15 or 16 with delivery date of 7/17 or 18. Reference No: B6751633 ****** assured me Finest Fellas is not a broker & would handle our move internally with one of their Finest Fellas semi trucks. Assured us delivery of items would take place 2 days after pickup and would call me 1 week prior to move to confirm date and time as well as confirm number of boxes.Beginning 7/1, I reached out to Finest Fellas on 8 separate occasions via ************* My ******** called their team 10+ times trying to find out date & time their team would load our items. On 7/12, finally got email from ****** ********, *********Founder, confirming 7/16. No call to verify details or confirm inventory list. Morning of 7/16 - Crew shows up 4 hrs late in Penske truck wearing shirts that say "Re-Moving ************." Crew spends the first two hours counting every item in our ****************************** unit and informs me the inventory list that Finest Fellas Moving provided them was not accurate and they will be charging $14,086.65 and they will need to rent a 2nd truck to complete the move.I call ****** ******** - He says their semi trucks broke down & was being repaired, so had to send Re-Moving America to complete job. Assures me he will "make it right" and reimburse us.July 17 - My wife and I fly to ******* to let movers in (after arranging babysitters in **** for our children)July 20 - Re-Moving America delivers items 2 days late. Several items broken. Would not unload truck until full payment of $13,081 Since - My ******** have reached out 10+ times asking for our reimbursement from our original quote of $9,435.60. Minimal responses from Finest Fellas other than sending us claims info and stating they "fully intend" on discounting service. Still no reimbursement.

  Business Response

  Date: 11/21/2024

  Finest Fellas Moving is handling with Mr. ********* attorney. This matter is with attorneys. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22362488
  
  I am rejecting this response because: the matter has still not been resolved. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/02/2024

  This matter is in the hands of our legal team as well as Mr. ******* and this matter will be handled via legal counsel.