Complaints

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• Initial Complaint

  Date:06/21/2022

  Type:Billing 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 company to move from Saint Peters Missouri to Port Charlotte Florida and was told multiple times that my delivery would be within 14 days and as of June 21, still no delivery. Additionally after speaking with them last week, was told the driver was leaving on Sunday and was told today that he is going to leave this Thursday or Friday. Subsequently, this is the second truck. The first truck had many items damaged and broken due to lack of reasonable care. Refrigerator less than a year old doors scratched and items to place the door are missing to just name one. We offered to take them and at the time of moving, movers said they would take care of it. Also safe appears to have been tampered with. I want the refrigerator replaced with the same new model and partial refund for move, keeping in mind when my items do finally arrive reserve the right to file another complaint. I am also filing a complaint with the local police department into theft.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 6, 2022/07/01) */ After completing a thorough review of our customers' move we have these findings to offer: The customer completed a detailed inventory during the booking phase and again during the quality assurance call which takes place immediately prior to the pick up. Unfortunately the customers inventory was significantly larger than we were made aware of resulting in the need for a second truck to complete their move. The first truck was delivered within the 14 day period the customer was originally estimated at, however the second truck was severely delayed but still inside the 30 business days required by the Department of Transportation. We believe this delay to be the catalyst for our customers being upset with the result of their move. They have every right to be upset about the delay in delivery as they were without their household goods for much longer than originally expected which will cause significant stress and undue pressure. Our carrier had issues finding a qualified driver to transport the second truck to Florida as the carrier did not know an additional truck and driver were needed until the day of pick up. Trying to make things right, the customer was not charged any additional money for the second truck. We don't believe that any items have been stolen or illegally tampered with and we will work through the claims process if needed to address any damages. Legacy Moving Group believes that we have acted in good faith to achieve the desired outcome of a successful move for our customer. Unfortunately, that desired outcome did not come to fruition and for that failure, we apologize. We have been in communication with our customer as we attempt to walk through these differences. The second truck was delivered today and the original estimated price held true even with the increase in space. The next step is to address any damages with the claims process with the customer.