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:12/03/2024

  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.

  We hired 2 College Brothers on 11/11/2024 for our upcoming move on 11/16/2024. We decided to hire them based on the quality of service they offered us at the time they did a walk though in order to give us a quote. We were moving from ****** (**) to ************ (**), a 17 miles trajectory. We were told we were paying for an outstanding crew and they estimated our move to be in between 7-9 hours, for an estimated total of $3261,95. We were moving 3 bedrooms, a playroom, kitchen, and a gym set that included high priced items (Peloton treadmill, a fightcamp boxing bag, and elliptical and a Tonal machine (2 college brothers did not disassemble this machine from wall or assembled back, we had to hire a handyman to do this job, they only transported the machine already packed). So keeping this all in mind we chose them due to their 'quality' offer. We discussed how we chose them in order to care for our high priced items. When the movers started to carry my gym equipment, they simply broke my peloton power button off. The button completely came off, they acknowledged. We said we would contact peloton for a repair cost and let them know. We proceeded to finalize payment (which was above their quoted price- our total cost came to $3540,88) and also tipped all the movers. When we reached out to 2 College Brothers to let them know the amount for the repair cost ($1263,13), they offered 10% of that cost ($168) and now after I responded saying what an insult that was, they offered $587,50, which is less than 50% of what I paid for the repair. We are not asking coverage for any small damages caused to our furniture, we know that is part of moving. But we are requesting that they fully cover the repair for our Peloton tread that THEY BROKE, they came into my house and BROKE my treadmill. They acknowledged they broke and now they are refusing to cover the full repair.

  

  Business Response

  Date: 12/03/2024

  Good afternoon, 

  Thank you for your feedback. We are sorry to hear that our proposal did not meet your expectations, and we truly value the opportunity to address your concerns.
  Please be advised that damage claims are processed in accordance with the customer contract and our claim policy. As outlined, valuation coverage was confirmed twice: first, when you signed the customer contract, and again on 11/15 during a follow-up phone call where you were offered the option to add additional coverage if needed. For your reference, I have attached the signed agreement where you waived the additional coverage options.

  
  While we take every measure to avoid damages during moves, we understand that, in rare cases, damages may occur. To address this, we offer above the minimum industry standard of $0.60 per pound for valuation coverage. In your case, our proposal exceeded this standard, as we offered to meet half of the repair invoice amount in good faith to resolve the issue. We also acknowledge that Mr. ******* confirmed his awareness of the $0.60 per pound coverage for the *******, and our claims manager assured him that we would make efforts to exceed this coverage if possible. If you would like, we can provide a copy of the call recording for your reference.

  
  According to the information provided to our claims manager, the repair cost was $1,175.00 (please see the attached documentation). Additionally, no formal damage claim has been filed as of yet, despite previous requests for you to submit one.

  
  We would also like to clarify that there was no mention of damage to the treadmill in any phone or email correspondence. As per our policy, 2 College Brothers is only responsible for reassembling items that were disassembled by our team due to liability reasons.

  
  We remain committed to resolving this matter and are happy to proceed once a formal damage claim is filed in accordance with our process. Please do not hesitate to reach out if you have any questions or need further assistance-************

  
  Thank you for your understanding, and we look forward to resolving this matter promptly.

  Kindest regards, 

  The 2 College Brothers Team

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I would like to mark my complaint as resolved.
  The company 2 College Brothers has reached out and refunded us the cost of
  our tread machine repair. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/02/2024

  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.

  they were slow in packing the first day what they would pack in one big box. They would put one item wrapped in so many papers and that was it. They wasted dozens of boxes that were large and had one item but still manage to break things. These guys were slow and they didnt even pack the parts of the house they were supposed to do. The next day a new set of movers came and they were upset that the first group didnt finish the packing which I totally understand and then all I heard all day is how ********* should be doing this move himself because he screwed up the quote. they were directly opposite of the first day packers to just throwing things in boxes sometimes wrapped and many things not. They had big boxes and just threw things in there without wrapping or any care. Slamming boxes dropping boxes and the new house on the floor as they said they were tired. The boxes I paid for the tvs was a waste the 85 tv was brought to my house wrapped in a cushion not a box. I was asked to bring my computers over to the new house so they dont get damaged. Really? I was outside as they were unloading the truck of course they didnt see me and one of the guys was telling another guy his truck to get out of packing is to break things and he gets reassigned. Well that explains what happened to my things. This house I am in is worth 1.1M and within the first few minutes they broke the front step to the house. No apologies or anything the guy who did that laughed it off. I have wood floors and stairs and the packed the dolly and going up the stairs slamming each step with a metal and full dolly. I have a white carpet upstairs that is now black and needs to be cleaned. I have had very sentimental things that have been broken, I have many missing items Theyre is still things at the other house they never moved things were broken, missing, and a broken step, the dirty carpet

  

  Business Response

  Date: 12/03/2024

  *******,

  Thank you for taking the time to share your feedback. We sincerely regret that the service you received did not meet the high standards we aim to provide, and we apologize for any challenges you experienced during your move.

  
  We have initiated a thorough review of your move including the moving teams involved.

  
  In the meantime, if you have any further questions or require additional assistance, please do not hesitate to contact our Chief of Raving Fans, *******, at ************. *******, who you spoke with earlier today, will continue to assist you in resolving your service concerns.

  Thank you again for bringing this to our attention. We value your feedback and are committed to resolving this matter.

  Customer Answer

  Date: 12/11/2024

   
  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:11/13/2024

  Type:Customer Service 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.

  The in-home estimate was too low by approximately $1,100. There was a major lack of direction and organization on moving day. They charge by TIME, so efficiency needs to be top notch, and it wasnt.-The movers did not reassemble our furniture because it would take too much time-Kept saying we were eating up too much time and that we would be charged more, so my husband had to help move things and disassemble furniture -Kept telling us we had too much stuff -Did not handle fragile boxes with care -Struggled to box the TV, putting pressure on the screen.-The movers were not organized at all- our boxes went into the truck at random. they didn't load by room, so when they got to our new house it was very disorganized. Boxes for 4 different rooms came in on the same dolly.-The movers came in the house and just dropped boxes and items in random places and didnt take them where they were labeled to go -Had to keep saying that goes upstairs or that belongs in the office multiple times, as people would pass by or wait for someone else to do it -Boxes after being brought into the house were not stacked nicely against the wall- after the movers left, our house was not able to be safely maneuvered through. Dining room chairs left in entryway, boxes laid side by side everywhere. Every room had boxes that did not belong there. We had all of our boxes labeled and I was in the living room providing direction the entire time they were unloading. -The movers were VERY slow. Took twice as long as movers weve hired in the last.-They lost hardware to one of our queen beds - the boxes werent numbered by them. I have no idea how to know if we got everything.-They kept saying with some items, like lamps, we can take it, but these really should be in boxes. I expected to be able to put something like lamp shades last minute in an extra box. I contacted the company about making this right, and they told me it was our fault that the move took so long.

  

  Business Response

  Date: 11/13/2024

  Mrs. ************,

  We take all customer feedback seriously and have reviewed the details of your complaint. We are sorry that you felt the in-home estimate was inaccurate, that there were inefficiencies during the move, and that some of your items were not handled with the care they deserved. However, after a full investigation of this complaint including listening to the recorded calls, interviewing on site team members and carefully reviewing the terms of your signed contract, we have no choice but to dispute this claim.

  In our previous communication, we sought to clarify the factors that contributed to the increased cost of your move. As outlined in your contract, the estimate was based on a non-binding hourly rate, which means the final cost is influenced by the time required to complete the move. The initial estimate was provided under the assumption that the customer would be fully prepared on the day of the move. However, it was noted early on that, due to the unexpected evacuation and your recent return home, preparations were not as complete as initially anticipated. We understand that the unforeseen weather circumstances, which were beyond our control, impacted the time available for preparation.
  For full transparency, our team communicated these challenges with you throughout the process, in an effort to manage expectations and minimize costs, always keeping your best interests in mind.

  In addition to previously offering to cover the replacement cost of hardware, we would like to further resolve this situation by meeting you in the middle of the estimate overage of $550.00. We value your business and are committed to making things right.

  Customer Answer

  Date: 11/19/2024

   
  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:07/31/2023

  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.

  I moved from H3332383838**343530H to ****************, **. on May 28, 2023 and used services of 2 College Brothers H3234393039**37**3731H Company. I packed many items by myself before their arrival. Had a count of 40 boxes packed and sealed by me and numbered as well with identification of areas as masterbedroom bath, kitchen, etc. Had the list with me and took pictures of them. I took pictures as well of my furniture items.Company total charge was going to be $5,014 for pick-up, H31**32**313530383033H and delivery to new place. This quantity was paid in full by **** ended up only needing 30 days of H31**32**313530383033H at their facility. The delivery date to new place was schedule for June 23, 2023 and it happened exactly that way.The main person in charge of all movers that came to deliver told me there was a small dresser that a leg got broken and they sent it to be fixed and I should have it the week after June 23, 2023.As I am unpacking, I noticed I'm not finding items that I remembered I packed and started getting a strange feeling. Sure enough, I went to the box's list I've made of boxes I packed myself and found boxes **** correctly. Next box is # ** marked by me. So in total I was missing 13 boxes!I started getting upset. Called them, and answers were vague. Finally they transfer me to their complaint department and I had a conversation with a lady. I explained to her that I noticed the truck had some boxes at the end of it before they left from my place the day of delivery and that since I hadn't start unpacking, wasn't aware I was going to miss so many boxes. She said only one customer's belongings per truck, so she was going to look into that.They refunded me only $630.00, which obviously doesn't cover my loss. Nothing to this day about my broken dresser. This company is unreliable to me. I want more $ remuneration and want to recover my dresser, even if it's broken. Some of these lost items were priceless to me.

  

  Business Response

  Date: 07/31/2023

  Hello *******, as you know we are working together on recovering your lost boxes as well and the repairs to your dresser are already underway. Your resolution is in progress which was initiated right away. Packed by owner boxes are subject to the minimum liability of $0.60 as we were never made aware of the contents or their value since you packed them before we arrived, however we were happy to offer you over 5x that amount for the inconvenience while we worked to locate the boxes. We will provide BBB with a copy of your signed agreement that outlines the policies mentioned above and look forward to completing your resolution soon.