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:03/31/2025

  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 selected this company in December for a 2 bedroom 2 bathroom move. Upon their late arrival, I knew the trucks they brought were too small. I advised the ******************************** advised them to continue. The movers stuffed the truck and van, then realized they had to then remove my items because they couldnt fit their own items which resulted putting items back in my apartment. My items were wrapped in my personal beddings, not their own moving blankets. My baby crib was disassembled which wasn't requested and bolts were missing. The boxes had large holes in them. Items were scratched & bent. I explained to ******* that he was advised from the beginning about the trucks and as a result, a huge portion was left behind. He offered to send a free truck or give a discount. If I chose the free truck it would be $1300, If I took the discount he would give me ONE hour free. The companies mistake added on over 3 hours, damaged property, and an incomplete move. I advised ******* that Id settle at $900. The original highest quote was $875. He didnt want to send an invoice, I had to demand it. I was sent an invoice for $900 dollars and after he was paid, ******* (unauthorized) charged my card for an additional $1000 dollars and kept the $100 deposit, totaling $1900 dollars. He lied and said the $1000 was a temp hold and I confirmed with my bank it was in fact a charge. My bank requested for him to send an invoice for the amount he pulled off my card, totaling the $1300 which he has not. I sent a demand letter to which he didnt answer to. I now have to go to court to get this rectified, all because he could not bite the bullet and admit his company messed up, and spitefully took money that he wasnt supposed to. Ive read some reviews and this seems to be his nature in how he does business. I saw that he likes to respond to any bad reviews defending his actions and poor business scheme and always blames the customer. I beg of you all, DO NOT DO BUSINESS with this company.

  Business Response

  Date: 03/31/2025

  We have reached out to this client upon receiving this complaint and resolved the misunderstanding. This issue has been resolved directly with the client. If any questions please contact myself or Miss ***** at ************ or ************ (******** *****)

  Customer Answer

  Date: 03/31/2025

   
  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:08/28/2024

  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.

  Terrible movers. Took 12 hours to move a 3 bedroom condo and storage unit (which only took 1/2 hour). Tons of damaged items. I only submitted the really bad damaged items. The owner (*******) will not get back to me. I have called, emailed, and texted.

  Business Response

  Date: 09/08/2024

  Good afternoon, We would be happy to describe a brief summary of the series of events. Our client, ************** scheduled 2 moves with us. The first of which was on 05/08/24 and the 2nd of which was on 07/03/24.
  
  On 05/08/24 the first move was a success. This move was completed successfully without fault. When we arrived to the contracted service our client was not quite prepared as originally planned. The client had an abundance of loose,unpacked, un mentioned contents and items to be transported and packed that our staff was unaware of from our original booking/ service description. We immediately reached out to the client to inform them that this would take a bit more time than expected to be sure that they were accepting of this, and we explained why. The client voiced that she wanted one member of our staff to stand downstairs and stand next to the truck throughout the service to be sure that it was guarded during the move. We informed the client that we would happily accommodate this request, However of course than it wil ltake longer even still. Given that a member of our team would simply be watching the truck during the loading process. The client than advised us on a few other small changes to her service which we assured her that her billing would be based on time, sonot to worry. That what ever it is she needs moved, we will accommodate, just to keep in mind that billing is based on time and original estimated cost was based on original service description shown in attached contracts. Upon completion of the move there was no issues and the move was successfully completed. The client was having some difficulty with their bank/financial provider for payment so we waited for them to sort out this issue with their bank and than proceeded back to our shop location upon completion.The client than sent us a text message requested a phone call later that evening. At the time of this call the client wanted to speak to us to inform us of some information. She claimed that she ahs been a ****** mother for a large amount of special needs children throughout her life to which we showed our appreciation and gratefulness to her services; unaware of where this conversation was going. She than continued to inform us that she has determined that one member of our staff in particular was special needs and she is able to determine this from years of experience. This seemed to be a bit offensive to us, however of course she is entitled to her opinion. She proceeded to request that for her next move on 07/03/24 that this member of our team was not present for her move, as she didnt want any claimed special needs staff providing her moving services. She requested that we get this individual an evaluation of some sort to which we responded to her that we do not discriminate and all of our contractors and staff are more than competent and mentally aware. Although this seemed offensive; as our client we wanted to take care of her. So we assured her that per her request, we would be sure to send her a different team for her next move. This had resoled the first move in entirety.
  
  Leading up to the second move on 07/03/24 the client had contacted us several times to reschedule (original date of 06/20/24 rescheduled to 07/03/24),contacted us again to add an additional location, contacted us a third time to change the order of locations into the order she prefered to have them visited.Upon calculating the most efficient route for her deliveries/ move using our routing software we advised her that in the order she was requesting to have her belongings picked up would in fact take more time. We explained to her a more efficient route which would involve less back tracking and less driving  back and forth. We reminded the client that she would be paying based on time, and that it is in her best interest to stop at each location in order of where they fall in our route so that there is no back tracking.Although we showed the client the differences in time and distance the client insisted that her route would be faster than our software had determined based on traffic times, mileage, and travel time. We informed her that of course we will accommodate her request if shed like for us to follow her route, however it IS NOT the most efficient route for her. She explained that she wanted us to follow her route instead because she believes it to be faster. We than updated her route in our system for our driver. She reminded us again to be sure we did not send anyone that would be considered special. Again, offensive to our contractors however as our client it is our duty to accommodate any requests.We arrived on 07/03/24 for the second scheduled move. During the initial loading process the client was requesting that we load our truck in the manner that she wanted it to be loaded. We advised the client that our team is trained and highly experienced in properly loading our truck and that there is a method to our madness. There are methods to properly stacking a cargo box to ensure that no items can shift, slide, fall, tumble, or run the risk of damage.Certain items must be loaded first, bottom, top, etc to ensure the safety of the clients goods. The client advised that she wanted us to follow her method to which we informed her that this was going to take more time (yet again) and that her billing was running based on time. It would be in her best interest to allow our team to o their job, and we re-assured her that they will take great care of her belongings but that there is a method to why we load our trucks the way we do. She had requested for us to re-organize some of the belongings in the way that she preferred them to be loaded. We informed her that this was NOT A SAFE METHOD TO LOAD THESE CONTENTS. She than sent us a photo (attached) of how the truck was loaded, claiming that she did not like how it looked. We immediately called the client and informed her that we are only about 30%through the load. That it is not finished and gain reminded her that there is a method to the loading process and just to give it time and let our team do what they  need to do and she will see the end result. Our team tries to eliminate all gaps and spaces between items to reduce the risk of shifting or sliding. We called/ contacted the client almost every hour to be sure that she was increasingly satisfied with the visual aesthetic of the truck load. She realized that it looked much better once she allowed us to load the remainder of the truck in our standard way. The client than contacted us back on the way to the next location to inform us that she believes that yet another member of our staff was mentally handicap and that she wanted him replaced. Although at this point we had considered cancelling the service all together and sending our team back to our warehouse we tried our best to accommodate. We sent an additional team member to assist with the move FREE OF CHARGE. The client than contacted us again to request a specific individual to come help her with her move. This individual was in fact the individual that she had request to NOT BE ON HER MOVE from the first service whom was claimed to be special needs.Although she had reminded us several times she had now requested this member of our team due to his size and strength. We again, accommodated this request and sent him at no additional cost.
  
  She continued throughout the evening (during the unload) to send us countless messages, calls, and messages via staff asking where certain nuts, washers, and misc. pieces belong to. Of course in our office we would not know this as many of these small items were simply found underneath of beds, couches, tables, and had collected under or inside of furniture over time. We explained to her that we are unsure of how they may have gotten there and they could have been there for years. Throughout the evening we had received contact from our client countless times and at the end of her move she reached out to us to inform us that there was (1) shelving unit that was bent in the loading process, (this was late in the evening perhaps 11pm midnight). She voiced to us that she was going to leave a tip for specific members of our team when she paid the final bill and that she did not want specific individuals to receive any tip. Of course this request was accommodated and only specific members of her crew received the tip that she provided. We had provided her a discount for the bent side wall of the shelving unit and offered also to have the side wall repaired on top of the discount if shed like. Knowing that this particular client was looking for any issues that she could, We explained to the client to please look around and be sure to contact us within 48 hours of her move with any further claims as anything past 48 hours would not be under our contracted obligations to be held responsible. Any claims must be made within 48 hours (the reason for this is because that if an individual or client is to move items around within the home, set up furniture, rearrange, or have a third party/ friends within the residence after our service was complete; moving items around. We would never be able to determine how the damage was caused.The damage could be caused by the client or any of the other individuals involved in setting up and moving these items around after the move). The client requested that we stop early and we do not assemble all of the furniture and that she wanted to leave some small items behind to save on time because she could fit them in her car and she did not want our team to waste time moving some of the small, loose, unpacked, misc. items. The client explained that she would have people to come over and help her with that, that it was getting late and she wanted to go to bed. We accommodated the clients request.Finished the move and left everything as the client requested.
  
  The following morning we reached out to the client to check on everything to which the client had an abundance of issues that were a bit hard to keep track of simply because there were so many different things coming up that we were having trouble following. We requested the the client please provide us with an organized listing of all her concerns so that we could understand the issue.The client was sending us pictures of washers, pictures of a floor, pictures of the bent shelving unit, pictures of her old residence, pictures of our team working, pictures of our truck, and videos. In some of the photos there was nothing visible to understand the reasoning for the photos. Seemed like a lot of the photos were simply photos and we didnt understand what the client was requesting. So again, we requested an organized listing of any issues for our understanding. The client than claimed that she and her own helpers (after the move) had to move all of the furniture around within the residence because it was delivered to the wrong areas of the home or wrong rooms (However, the client was the one directing our staff as to which pieces go to which areas of the home as they were brought inside. The client was the one advising us on where items belong). None the less, the client had a third party assist her with moving everything around, We informed her that if she had a third party moving items around that we would not be responsible. Than any potential claims would have to be made before she has them help and also within 48 hours of her move for us to be able to assist her. She than called back several days later to inform us that our staff left urine and ***** matter in her restroom (expressed by client using different terminology not appropriate for this response) and in fact smeared ***** matter on the lid of her toilet (Again, voiced using different terminology). Claimed missing shelving, missing screws, told us she found some screws, and found some washers, claimed several other damaged pieces she discovered after her team moved items around a few days later, and proceeded to inform us of pieces that she wanted us to put together for ****** truthfully it was extremely hard to follow. The amount of calls, messages,videos, and texts we were receiving was extremely hard to follow. We informed the client that her move was completed OVER A MONTH AGO. That we are well past the window of being able to further assist her. This is approx. 5 weeks later,and anything could have happened between your move and now. The client was persistently sending more photos (over a month after the second move was completed) and we simply did not understand what was expected of us. As once 48 hours has passed and other movers have handled these items, we are unable to take responsibility for this as explained on the phone.
  
  We attempted to accommodate this individual as much as humanly possible however unfortunately there are some scenarios to where as there is absolutely nothing we are able to do to please an individual. We provided a discount, provided additional movers and trucks at no cost, provided an abundance of last minute changes and alterations. We do apologize that moving can be very stressful and we understand that our clients may be under a great amount of pressure during their move. We do our best to take that pressure off of our clients shoulders to make the move as simple and easy as possible. Unfortunately we were unable to please this specific individual and we do apologize. We hope you have a better experience in the future.
  
  PS: On August 9th (1 month and 6 days after the completion of the second move)the client again contacted us to inform us that she is unable to complete packing. She requested what should she do. We admittedly did not respond to this request because we were unaware of how we could assist with a personal matter such as this, and our team actually informed us that they did not feel comfortable going back to this clients residence as she made them feel insulted and uncomfortable. She had micromanaged every aspect of the move and gave our staff a difficult time for both moves. Our staff contacted us in the office to say that they didnt feel comfortable going back, as this may cause potential issues for our business. The only item legitimately damages was the shelving unit that was reported within the time span, and our staff made us aware of this. A discount was provided and offer was made.
  
  We would like to say that this is a very unfortunate experience. We do apologize for the displeasure of our client however we did everything in our power to accommodate each and every request. This single event is not a reflection of our services, is not a reflection of our staff, and is not a proper reflection of our service history. Although unfortunately we were unable to please this specific individual we hope that it is understood that in some cases there is not proper way to bring satisfaction to an insatiable individual. Please take the time to look further into our reviews, photos,videos, comments, and social media to receive a more accurate reflection of the services we provide. Thank you. In this specific case. SERVICES WERE PROVIDED IN FULL. OUR CONTRACTED AGREEMENT WAS COMPLETED IN FULL. ALL SERVICES CONTRACTED AND AGREED UPON HAVE BEEN PROVIDED IN FULL; SUCCESFULLY. Majority of claimed damages depicted were brought to our attention over a month after the move was comopelted after several other third parties and individuals contracted by the client had handled these items and been involved. The claims to damages could be from any number of reasons. The only damage claimed to us in an appropriate time frames was 1 shelving unit to which was addressed.
  
  We like to move it movers LLC

  Business Response

  Date: 09/08/2024

  Good afternoon, We would be happy to describe a brief summary of the series of events. Our client, ************** scheduled 2 moves with us. The first of which was on 05/08/24 and the 2nd of which was on 07/03/24.
  
  On 05/08/24 the first move was a success. This move was completed successfully without fault. When we arrived to the contracted service our client was not quite prepared as originally planned. The client had an abundance of loose,unpacked, un mentioned contents and items to be transported and packed that our staff was unaware of from our original booking/ service description. We immediately reached out to the client to inform them that this would take a bit more time than expected to be sure that they were accepting of this, and we explained why. The client voiced that she wanted one member of our staff to stand downstairs and stand next to the truck throughout the service to be sure that it was guarded during the move. We informed the client that we would happily accommodate this request, However of course than it will take longer even still. Given that a member of our team would simply be watching the truck during the loading process. The client than advised us on a few other small changes to her service which we assured her that her billing would be based on time, sonot to worry. That what ever it is she needs moved, we will accommodate, just to keep in mind that billing is based on time and original estimated cost was based on original service description shown in attached contracts. Upon completion of the move there was no issues and the move was successfully completed. The client was having some difficulty with their bank/financial provider for payment so we waited for them to sort out this issue with their bank and than proceeded back to our shop location upon completion.The client than sent us a text message requested a phone call later that evening. At the time of this call the client wanted to speak to us to inform us of some information. She claimed that she ahs been a ****** mother for a large amount of special needs children throughout her life to which we showed our appreciation and gratefulness to her services; unaware of where this conversation was going. She than continued to inform us that she has determined that one member of our staff in particular was special and she is able to determine this from years of experience. This seemed to be a bit offensive to us, however of course she is entitled to her opinion. She proceeded to request that for her next move on 07/03/24 that this member of our team was not present for her move, as she didnt want any claimed "special" staff providing her moving services. She requested that we get this individual an evaluation of some sort to which we responded to her that we do not discriminate and all of our contractors and staff are more than competent and mentally aware. Although this seemed offensive; as our client we wanted to take care of her. So we assured her that per her request, we would be sure to send her a different team for her next move. This had resoled the first move in entirety.
  
  Leading up to the second move on 07/03/24 the client had contacted us several times to reschedule (original date of 06/20/24 rescheduled to 07/03/24),contacted us again to add an additional location, contacted us a third time to change the order of locations into the order she prefered to have them visited.Upon calculating the most efficient route for her deliveries/ move using our routing software we advised her that in the order she was requesting to have her belongings picked up would in fact take more time. We explained to her a more efficient route which would involve less back tracking and less driving  back and forth. We reminded the client that she would be paying based on time, and that it is in her best interest to stop at each location in order of where they fall in our route so that there is no back tracking.Although we showed the client the differences in time and distance the client insisted that her route would be faster than our software had determined based on traffic times, mileage, and travel time. We informed her that of course we will accommodate her request if shed like for us to follow her route, however it IS NOT the most efficient route for her. She explained that she wanted us to follow her route instead because she believes it to be faster. We than updated her route in our system for our driver. She reminded us again to be sure we did not send anyone that would be considered special. Again, offensive to our contractors however as our client it is our duty to accommodate any requests.We arrived on 07/03/24 for the second scheduled move. During the initial loading process the client was requesting that we load our truck in the manner that she wanted it to be loaded. We advised the client that our team is trained and highly experienced in properly loading our truck and that there is a method to our madness. There are methods to properly stacking a cargo box to ensure that no items can shift, slide, fall, tumble, or run the risk of damage.Certain items must be loaded first, bottom, top, etc to ensure the safety of the clients goods. The client advised that she wanted us to follow her method to which we informed her that this was going to take more time (yet again) and that her billing was running based on time. It would be in her best interest to allow our team to o their job, and we re-assured her that they will take great care of her belongings but that there is a method to why we load our trucks the way we do. She had requested for us to re-organize some of the belongings in the way that she preferred them to be loaded. We informed her that this was NOT A SAFE METHOD TO LOAD THESE CONTENTS. She than sent us a photo (attached) of how the truck was loaded, claiming that she did not like how it looked. We immediately called the client and informed her that we are only about 30%through the load. That it is not finished and gain reminded her that there is a method to the loading process and just to give it time and let our team do what they  need to do and she will see the end result. Our team tries to eliminate all gaps and spaces between items to reduce the risk of shifting or sliding. We called/ contacted the client almost every hour to be sure that she was increasingly satisfied with the visual aesthetic of the truck load. She realized that it looked much better once she allowed us to load the remainder of the truck in our standard way. The client than contacted us back on the way to the next location to inform us that she believes that yet another member of our staff was mentally handicap and that she wanted him replaced. Although at this point we had considered cancelling the service all together and sending our team back to our warehouse we tried our best to accommodate. We sent an additional team member to assist with the move FREE OF CHARGE. The client than contacted us again to request a specific individual to come help her with her move. This individual was in fact the individual that she had request to NOT BE ON HER MOVE from the first service whom was claimed to be special". Although she had reminded us several times she had now requested this member of our team due to his size and strength. We again, accommodated this request and sent him at no additional cost.
  
  She continued throughout the evening (during the unload) to send us countless messages, calls, and messages via staff asking where certain nuts, washers, and misc. pieces belong to. Of course in our office we would not know this as many of these small items were simply found underneath of beds, couches, tables, and had collected under or inside of furniture over time. We explained to her that we are unsure of how they may have gotten there and they could have been there for years. Throughout the evening we had received contact from our client countless times and at the end of her move she reached out to us to inform us that there was (1) shelving unit that was bent in the loading process, (this was late in the evening perhaps 11pm midnight). She voiced to us that she was going to leave a tip for specific members of our team when she paid the final bill and that she did not want specific individuals to receive any tip. Of course this request was accommodated and only specific members of her crew received the tip that she provided. We had provided her a discount for the bent side wall of the shelving unit and offered also to have the side wall repaired on top of the discount if shed like. Knowing that this particular client was looking for any issues that she could, We explained to the client to please look around and be sure to contact us within 48 hours of her move with any further claims as anything past 48 hours would not be under our contracted obligations to be held responsible. Any claims must be made within 48 hours (the reason for this is because that if an individual or client is to move items around within the home, set up furniture, rearrange, or have a third party/ friends within the residence after our service was complete; moving items around. We would never be able to determine how the damage was caused.The damage could be caused by the client or any of the other individuals involved in setting up and moving these items around after the move). The client requested that we stop early and we do not assemble all of the furniture and that she wanted to leave some small items behind to save on time because she could fit them in her car and she did not want our team to waste time moving some of the small, loose, unpacked, misc. items. The client explained that she would have people to come over and help her with that, that it was getting late and she wanted to go to bed. We accommodated the clients request.Finished the move and left everything as the client requested.
  
  The following morning we reached out to the client to check on everything to which the client had an abundance of issues that were a bit hard to keep track of simply because there were so many different things coming up that we were having trouble following. We requested the the client please provide us with an organized listing of all her concerns so that we could understand the issue.The client was sending us pictures of washers, pictures of a floor, pictures of the bent shelving unit, pictures of her old residence, pictures of our team working, pictures of our truck, and videos. In some of the photos there was nothing visible to understand the reasoning for the photos. Seemed like a lot of the photos were simply photos and we didnt understand what the client was requesting. So again, we requested an organized listing of any issues for our understanding. The client than claimed that she and her own helpers (after the move) had to move all of the furniture around within the residence because it was delivered to the wrong areas of the home or wrong rooms (However, the client was the one directing our staff as to which pieces go to which areas of the home as they were brought inside. The client was the one advising us on where items belong). None the less, the client had a third party assist her with moving everything around, We informed her that if she had a third party moving items around that we would not be responsible. Than any potential claims would have to be made before she has them help and also within 48 hours of her move for us to be able to assist her. She than called back several days later to inform us that our staff bodily waste matter in her restroom (expressed by client using different terminology not appropriate for this response) and in fact smeared this waste on the lid of her toilet (Again, voiced using different terminology; which was completely untrue). Claimed missing shelving, missing screws, told us she found some screws, and found some washers, claimed several other damaged pieces she discovered after her team moved items around a few days later, and proceeded to inform us of pieces that she wanted us to put together for ****** truthfully it was extremely hard to follow. The amount of calls, messages,videos, and texts we were receiving was extremely hard to follow. We informed the client that her move was completed OVER A MONTH AGO. That we are well past the window of being able to further assist her. This is approx. 5 weeks later,and anything could have happened between your move and now. The client was persistently sending more photos (over a month after the second move was completed) and we simply did not understand what was expected of us. As once 48 hours has passed and other movers have handled these items, we are unable to take responsibility for this as explained on the phone.
  
  We attempted to accommodate this individual as much as humanly possible however unfortunately there are some scenarios to where as there is absolutely nothing we are able to do to please an individual. We provided a discount, provided additional movers and trucks at no cost, provided an abundance of last minute changes and alterations. We do apologize that moving can be very stressful and we understand that our clients may be under a great amount of pressure during their move. We do our best to take that pressure off of our clients shoulders to make the move as simple and easy as possible. Unfortunately we were unable to please this specific individual and we do apologize. We hope you have a better experience in the future.
  
  PS: On August 9th (1 month and 6 days after the completion of the second move)the client again contacted us to inform us that she is unable to complete packing. She requested what should she do. We admittedly did not respond to this request because we were unaware of how we could assist with a personal matter such as this, and our team actually informed us that they did not feel comfortable going back to this clients residence as she made them feel insulted and uncomfortable. She had micromanaged every aspect of the move and gave our staff a difficult time for both moves. Our staff contacted us in the office to say that they didnt feel comfortable going back, as this may cause potential issues for our business. The only item legitimately damages was the shelving unit that was reported within the time span, and our staff made us aware of this. A discount was provided and offer was made.
  
  We would like to say that this is a very unfortunate experience. We do apologize for the displeasure of our client however we did everything in our power to accommodate each and every request. This single event is not a reflection of our services, is not a reflection of our staff, and is not a proper reflection of our service history. Although unfortunately we were unable to please this specific individual we hope that it is understood that in some cases there is not proper way to bring satisfaction to an insatiable individual. Please take the time to look further into our reviews, photos,videos, comments, and social media to receive a more accurate reflection of the services we provide. Thank you. In this specific case. SERVICES WERE PROVIDED IN FULL. OUR CONTRACTED AGREEMENT WAS COMPLETED IN FULL. ALL SERVICES CONTRACTED AND AGREED UPON HAVE BEEN PROVIDED IN FULL; SUCCESFULLY. Majority of claimed damages depicted were brought to our attention over a month after the move was completed after several other third parties and individuals contracted by the client had handled these items and been involved. The claims to damages could be from any number of reasons. The only damage claimed to us in an appropriate time frames was 1 shelving unit to which was addressed.
  
  We like to move it movers LLC

  Business Response

  Date: 09/08/2024

  Photos sent to us via client, to which we did not understand what the client was wishing for us to view in these photos. In these photos nothing seemed wrong and we did not understand what the purpose of these photos was. We had reserved a massive amount of messages, photos, videos, and calls al lwithin a short period of time and majority of the photos we received, were very hard to understand or follow. Please advise if anything seems wrong with these photos, as we could not understand the issue. 

  Business Response

  Date: 09/08/2024

  text conversation with client

  Business Response

  Date: 09/08/2024

  text convo with client 2

  Business Response

  Date: 09/08/2024

  text with client 3

  Business Response

  Date: 09/08/2024

  text client 4

  Business Response

  Date: 09/08/2024

  text with client 5

  Business Response

  Date: 09/08/2024

  text with client 6

  Business Response

  Date: 09/08/2024

  text with client 7

  Business Response

  Date: 09/08/2024

  text with client 8

  Business Response

  Date: 09/08/2024

  text client 9

  Business Response

  Date: 09/08/2024

  text client 10

  Business Response

  Date: 09/08/2024

  contracts for 05/08/24 and 07/03/20

  Business Response

  Date: 09/08/2024

  contracts for 05/08/24 and 07/03/20

  Customer Answer

  Date: 09/08/2024

   
  Complaint: 22209855
  
  I am rejecting this response because: the items damaged were never repaired. Provider would not respond to multiple requests asking for repairs to be made. 
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/09/2024

  Good afternoon, We would be happy to describe a brief summary of the series of events. Our client, ************** scheduled 2 moves with us. The first of which was on 05/08/24 and the 2nd of which was on 07/03/24.
  
  On 05/08/24 the first move was a success. This move was completed successfully without fault. When we arrived to the contracted service our client was not quite prepared as originally planned. The client had an abundance of loose, unpacked, un mentioned contents and items to be transported and packed that our staff was unaware of from our original booking/ service description. We immediately reached out to the client to inform them that this would take a bit more time than expected to be sure that they were accepting of this, and we explained why. The client voiced that she wanted one member of our staff to stand downstairs and stand next to the truck throughout the service to be sure that it was guarded during the move. We informed the client that we would happily accommodate this request, However of course than it will take longer even still. Given that a member of our team would simply be watching the truck during the loading process. The client than advised us on a few other small changes to her service which we assured her that her billing would be based on time, so not to worry. That what ever it is she needs moved, we will accommodate, just to keep in mind that billing is based on time and original estimated cost was based on original service description shown in attached contracts. Upon completion of the move there was no issues and the move was successfully completed. The client was having some difficulty with their bank/ financial provider for payment so we waited for them to sort out this issue with their bank and than proceeded back to our shop location upon completion. The client than sent us a text message requested a phone call later that evening. At the time of this call the client wanted to speak to us to inform us of some information. She claimed that she ahs been a ****** mother for a large amount of special needs children throughout her life to which we showed our appreciation and gratefulness to her services; unaware of where this conversation was going. She than continued to inform us that she has determined that one member of our staff in particular was special needs and she is able to determine this from years of experience. This seemed to be a bit offensive to us, however of course she is entitled to her opinion. She proceeded to request that for her next move on 07/03/24 that this member of our team was not present for her move, as she didnt want any claimed special needs staff providing her moving services. She requested that we get this individual an evaluation of some sort to which we responded to her that we do not discriminate, and all of our contractors and staff are more than competent and mentally aware. Although this seemed offensive; as our client we wanted to take care of her. So, we assured her that per her request, we would be sure to send her a different team for her next move. This had resoled the first move in entirety.
  
  Leading up to the second move on 07/03/24 the client had contacted us several times to reschedule (original date of 06/20/24 rescheduled to 07/03/24), contacted us again to add an additional location, contacted us a third time to change the order of locations into the order she preferred to have them visited. Upon calculating the most efficient route for her deliveries/ move using our routing software we advised her that in the order she was requesting to have her belongings picked up would in fact take more time. We explained to her a more efficient route which would involve less back tracking and less driving back and forth. We reminded the client that she would be paying based on time, and that it is in her best interest to stop at each location in order of where they fall in our route so that there is no back tracking. Although we showed the client the differences in time and distance the client insisted that her route would be faster than our software had determined based on traffic times, mileage, and travel time. We informed her that of course we will accommodate her request if shed like for us to follow her route, however it IS NOT the most efficient route for her. She explained that she wanted us to follow her route instead because she believes it to be faster. We than updated her route in our system for our driver. She reminded us again to be sure we did not send anyone that would be considered special. Again, offensive to our contractors however as our client it is our duty to accommodate any requests. We arrived on 07/03/24 for the second scheduled move. During the initial loading process the client was requesting that we load our truck in the manner that she wanted it to be loaded. We advised the client that our team is trained and highly experienced in properly loading our truck and that there is a method to our madness. There are methods to properly stacking a cargo box to ensure that no items can shift, slide, fall, tumble, or run the risk of damage. Certain items must be loaded first, bottom, top, etc. to ensure the safety of the clients goods. The client advised that she wanted us to follow her method to which we informed her that this was going to take more time (yet again) and that her billing was running based on time. It would be in her best interest to allow our team to o their job, and we re-assured her that they will take great care of her belongings but that there is a method to why we load our trucks the way we do. She had requested for us to re-organize some of the belongings in the way that she preferred them to be loaded. We informed her that this was NOT A SAFE METHOD TO LOAD THESE CONTENTS. She than sent us a photo (attached) of how the truck was loaded, claiming that she did not like how it looked. We immediately called the client and informed her that we are only about 30% through the load. That it is not finished, and gain reminded her that there is a method to the loading process and just to give it time and let our team do what they need to do and she will see the end result. Our team tries to eliminate all gaps and spaces between items to reduce the risk of shifting or sliding. We called/ contacted the client almost every hour to be sure that she was increasingly satisfied with the visual aesthetic of the truck load. She realized that it looked much better once she allowed us to load the remainder of the truck in our standard way. The client than contacted us back on the way to the next location to inform us that she believes that yet another member of our staff was mentally handicap and that she wanted him replaced. Although at this point we had considered cancelling the service all together and sending our team back to our warehouse we tried our best to accommodate. We sent an additional team member to assist with the move FREE OF CHARGE. The client than contacted us again to request a specific individual to come help her with her move. This individual was in fact the individual that she had request to NOT BE ON HER MOVE from the first service whom was claimed to be special needs. Although she had reminded us several times she had now requested this member of our team due to his size and strength. We again, accommodated this request and sent him at no additional cost.
  
  She continued throughout the evening (during the unload) to send us countless messages, calls, and messages via staff asking where certain nuts, washers, and misc. pieces belong to. Of course, in our office we would not know this as many of these small items were simply found underneath of beds, couches, tables, and had collected under or inside of furniture over time. We explained to her that we are unsure of how they may have gotten there, and they could have been there for years. Throughout the evening, we had received contact from our client countless times and at the end of her move she reached out to us to inform us that there was (1) shelving unit that was bent in the loading process, (this was late in the evening perhaps 11pm midnight). She voiced to us that she was going to leave a tip for specific members of our team when she paid the final bill and that she did not want specific individuals to receive any tip. Of course, this request was accommodated and only specific members of her crew received the tip that she provided. We had provided her a discount for the bent side wall of the shelving unit and offered also to have the side wall repaired on top of the discount if shed like. Knowing that this particular client was looking for any issues that she could, We explained to the client to please look around and be sure to contact us within 48 hours of her move with any further claims as anything past 48 hours would not be under our contracted obligations to be held responsible. Any claims must be made within 48 hours (the reason for this is because that if an individual or client is to move items around within the home, set up furniture, rearrange, or have a third party/ friends within the residence after our service was complete; moving items around. We would never be able to determine how the damage was caused. The damage could be caused by the client or any of the other individuals involved in setting up and moving these items around after the move). The client requested that we stop early and we do not assemble all of the furniture and that she wanted to leave some small items behind to save on time because she could fit them in her car and she did not want our team to waste time moving some of the small, loose, unpacked, misc. items. The client explained that she would have people to come over and help her with that, that it was getting late and she wanted to go to bed. We accommodated the clients request. Finished the move and left everything as the client requested.
  
  The following morning we reached out to the client to check on everything to which the client had an abundance of issues that were a bit hard to keep track of simply because there were so many different things coming up that we were having trouble following. We requested the the client please provide us with an organized listing of all her concerns so that we could understand the issue. The client was sending us pictures of washers, pictures of a floor, pictures of the bent shelving unit, pictures of her old residence, pictures of our team working, pictures of our truck, and videos. In some of the photos there was nothing visible to understand the reasoning for the photos. Seemed like a lot of the photos were simply photos and we didnt understand what the client was requesting. So again, we requested an organized listing of any issues for our understanding. The client than claimed that she and her own helpers (after the move) had to move all of the furniture around within the residence because it was delivered to the wrong areas of the home or wrong rooms (However, the client was the one directing our staff as to which pieces go to which areas of the home as they were brought inside. The client was the one advising us on where items belong). None the less, the client had a third party assist her with moving everything around, We informed her that if she had a third party moving items around that we would not be responsible. Than any potential claims would have to be made before she has them help and also within 48 hours of her move for us to be able to assist her. She than called back several days later to inform us that our staff left urine and ***** matter in her restroom (expressed by client using different terminology not appropriate for this response) and in fact smeared ***** matter on the lid of her toilet (Again, voiced using different terminology). Claimed missing shelving, missing screws, told us she found some screws, and found some washers, claimed several other damaged pieces she discovered after her team moved items around a few days later, and proceeded to inform us of pieces that she wanted us to put together for her and truthfully it was extremely hard to follow. The amount of calls, messages, videos, and texts we were receiving was extremely hard to follow. We informed the client that her move was completed OVER A MONTH AGO. That we are well past the window of being able to further assist her. This is approx. 5 weeks later, and anything could have happened between your move and now. The client was persistently sending more photos (over a month after the second move was completed) and we simply did not understand what was expected of us. As once 48 hours has passed and other movers have handled these items, we are unable to take responsibility for this as explained on the phone.
  
  We attempted to accommodate this individual as much as humanly possible however unfortunately there are some scenarios to where as there is absolutely nothing we are able to do to please an individual. We provided a discount, provided additional movers and trucks at no cost, provided an abundance of last minute changes and alterations. We do apologize that moving can be very stressful and we understand that our clients may be under a great amount of pressure during their move. We do our best to take that pressure off of our clients shoulders to make the move as simple and easy as possible. Unfortunately we were unable to please this specific individual and we do apologize. We hope you have a better experience in the future.
  
  PS: On August 9th (1 month and 6 days after the completion of the second move) the client again contacted us to inform us that she is unable to complete packing. She requested what should she do. We admittedly did not respond to this request because we were unaware of how we could assist with a personal matter such as this, and our team actually informed us that they did not feel comfortable going back to this clients residence as she made them feel insulted and uncomfortable. She had micromanaged every aspect of the move and gave our staff a difficult time for both moves. Our staff contacted us in the office to say that they didnt feel comfortable going back, as this may cause potential issues for our business. The only item legitimately damages was the shelving unit that was reported within the time span, and our staff made us aware of this. A discount was provided and offer was made.
  
  We would like to say that this is a very unfortunate experience. We do apologize for the displeasure of our client however we did everything in our power to accommodate each and every request. This single event is not a reflection of our services, is not a reflection of our staff, and is not a proper reflection of our service history. Although unfortunately we were unable to please this specific individual we hope that it is understood that in some cases there is not proper way to bring satisfaction to an insatiable individual. Please take the time to look further into our reviews, photos, videos, comments, and social media to receive a more accurate reflection of the services we provide. Thank you. In this specific case. SERVICES WERE PROVIDED IN FULL. OUR CONTRACTED AGREEMENT WAS COMPLETED IN FULL. ALL SERVICES CONTRACTED AND AGREED UPON HAVE BEEN PROVIDED IN FULL; SUCCESFULLY. Majority of claimed damages depicted were brought to our attention over a month after the move was comopelted after several other third parties and individuals contracted by the client had handled these items and been involved. The claims to damages could be from any number of reasons. The only damage claimed to us in an appropriate time frames was 1 shelving unit to which was addressed.
  
  We like to move it movers LLC

   

• Initial Complaint

  Date:08/21/2024

  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.

  On 6/29/2024 the people from We like to move it movers LLC company have been contracted to move furniture from one address to another. In the process of the movement they damaged an expensive piece of furniture, a table and the owner of the business was contact immediately. The owner promised to fix the furniture as new. After I chased him to schedule the fixers, when they came to fix the table they immediately told me that is no possibility to restore it to its initial condition. They will fix it as good as possible but the bumps and the craps will still be visible. After I contact the owner to tell him the above and show him the fixes did not indeed return the table to it's initial condition as promised, he told me that things happen and that this all he will do for me since he payed for the repairs. I was promised the table will look as new and it's far from that . They broke their word and treated me with rudeness at the end with no adjustment of compensation.

  Business Response

  Date: 08/23/2024

  Good afternoon, ************ was completed in full on 06/05/24. This was a large move completed in one day back in June of 2024. This move was completed successfully with one mishap. There was a dining room table that received some scuffs, scratches, and some dents. After the move was complete, the client reached out to us to see what we could do to correct the issue. We asked the client if they would like for the table to be refurbished by a professional refurnishing company and of course we would cover the expense. The client agreed. We sent out a professional furniture repair company to sand, blend, finish, and fix the dented and scratched areas of the table. We covered the complete cost of this repair. Upon completion of the service, the table was almost back to new. I would say approx. 99% back to new. This was a used table to begin with. This was not a brand new table. It previously had some minor scuffs and scratches on it from previous use, as this was not a brand new table and had its own wear and tear. None the less, we did accept responsibility for the dents and scratches to which we covered the expense on. We had the table refurbished. The client contacted us after the service and told us that the table was much better but it does not look brand new. We explained that we had brought it back absolutely the best possible and that the damage cant even be noticed anymore unless you look extremely closely and are previously aware of the damage. The client asked if we could just buy her a brand new table to which we explained that we could not do that. It was a previously used table, not a new table, and on top of that, we had just spent $500.00 to refurbish her current table. The client than responded to us by saying that we could come check it out in person if we wanted to. We than offered a further credit of 10% off any furniture services in addition to the refurbishment. Upon providing the 10% future credit in addition to covering the repairs on the table (Minor damages), we received a response saying " I understand the offer but i will have to decline. I will need to find a further solution." - ***********************. We responded by saying " " I am truly sorry you are disappointed ma'am" - Move It Movers. We than never received a response. That was the last we heard from Ms. ******* No approx. 2 months later, we received this complain to BBB. However we assumed that this was resolved as we never received any further response and we had provided the repairs, professional refurbishment, and an additional 10% discount for the scratches and scuffs to the table top during the move. 

  The server is only allowing us to upload 5 photos. However, we have before photos of the table (while damaged), we have after photos of the table (after repairs completed), We have photos from the move itself, We have the correspondence via text message between us and the professional furniture refurbishing company, as well as all of the correspondence between Miss ****** and ourselves (via text message). We would be happy to upload further documentation. 

  Business Response

  Date: 08/23/2024

  Additional documentation

  Business Response

  Date: 08/23/2024

  additional documentation

  Business Response

  Date: 08/23/2024

  Additional Information

  Business Response

  Date: 08/23/2024

  Refurbishing company at work

  Business Response

  Date: 08/23/2024

  refurbishing at work

  Business Response

  Date: 08/23/2024

  Photos of table after professional repairs/ refurbishment

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22174596
  
  I am rejecting this response because: The table is not 99% fixed. Before the damage, that table was in pristine condition with less than 2 years of usage. The scratches that he mentioned were on a bench that belongs to the set, not the table in question.
  The damages are not only visible, but also can be felt during usage so I asked the person to come see them since he claimed he could not see it via photos. I told him he can take the damage table and replace it with a new one or replace it with one that is in the same condition as the previous one.
  The reason why I stopped texting is because we were getting nowhere and I decided to file a claim here. The promise was to restore it to its condition and that promise was not kept.
  At the end the table is still damaged and I will not use the company(no matter the discount) for further services when this is the outcome. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/26/2024

  There was no bench involved in any of the damage claims nor in any of the photos. All of the repairs that we provided were for a table and table only. We provided no repairs to any bench and was not aware of any bench. We sent a professional restoration company to fix a table only and that was the job that was completed. Was for a table, not a bench. We understand that unfortunately you do not wish to use our services in the future however we have paid $500 to have your table repaired, we were never made aware of a bench. And i do apologize that you are not satisfied however for a 2 year old table with some previous scuffs we are unable to replace it with a brand new table. However we did complete the repairs promised. 

• Initial Complaint

  Date:02/04/2024

  Type:Customer Service 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.

  The company is a scammer give an estimate but the reality completely different , not assembly also took so long . I have pictures dont organize I dont blame the employees I blame the owner he is a scammer I have pictures and I am going to court . Started 9 am and left 9 pm my townhouse is small also I put everything in the boxes . The owner is a narcissist

  Business Response

  Date: 02/06/2024

  My name is ******* from WE LIKE TO MOVE IT MOVERS LLC. I would be happy to provide an explanation of the circumstances at hand. We were unaware of any issues until the job was complete. Upon 100% completion of this service is when the issues became apparent.Our client ********************* had reserved her moving service on 01/29/24. The move was booked and reserved for 02/03/24 at 9:00am. This was for the moving of a 1100 Sq/ Ft 2- Bedroom residence. I have attached our contract with **************** with this response. You will see that in our contract it states that the client was to have all exercise equipment pre-disassembled prior to our arrival, all boxes packed, all small misc. contents packed, all loose small items pre-packed, all dressers emptied, shelving emptied, and desks clear, prior to service date. Essentially, the client was to be prepared to move prior to our arrival. We could have happily included disassembly of the exercise machines and packing services within the clients estimated time frame/ cost. However,the client (****************) made us aware that she would handle that independently with her husband prior to the date of service. You will also see the attached inventory list in the contract. The estimated time frame and cost is based on the details of our agreement and the inventory list provided only. The client was made aware of this. When we arrived for service, none of the exercise equipment was disassembled, all dressers were full, all shelving and furniture was full of items, packing was not complete, and there was an abundance of additional boxes (contracted for *****; realistically there was over 50), which we explained to the client that this would alter the estimated time frame due to the unexpected changes. Let me back pedal for one moment and reverse slightly in time.
  On the clients scheduled service date of 02/03/24 at 9:00am, we dispatched our crew to the clients location (*********************************************************************) at 6:45am (As this is a 2 hour commute from our facility). At approx.7:30-8:00am ***************** and husband contacted us to request a last minute reschedule. The reschedule was requested to be for the next morning at 9:00am (02/04/24). The reasoning for this was because **************** was not feeling good and wanted to reschedule. We informed the client that AS CONTRACTED, if they wanted to reschedule, this would lead to a $300.00 loss. $200.00 last minute cancellation/ reschedule free (As listed in our contract and policies) +forfeit of initial booking deposit ($100.00) and require a new deposit. We asked if they would like to proceed knowing the charges to which they responded that yes, they wanted to reschedule. We emailed them the rescheduling documents and credit card authorization forms in order for **************** and husband to pay the last minute reschedule fee. I than verified with them that they wanted to cancel for the day, prior to calling our driver and having them turn around and head back to the shop. **************** and husband elected to reschedule, so we contacted our driver and turned them around and brought them back to the shop for the day and informed them that there has been a last minute reschedule. Now scheduled for the following day at 9:00am on 02/04/24. We paid our team for the day simply for coming to work and traveling there and back.
  The following day, on 02/04/24 we once again departed at 6:45am for the scheduled/ contracted service. We arrived at 9:00am. At approx. 2:00pm I (***************************) personally called the client just to check in and see how everything was going. I spoke with ******************** husband. He informed me of several things as followed. He informed me that the team on sight was amazing and moved very efficiently, quickly, and protected all furniture tremendously.He voiced  that he left at approx. 1:00pm from the household and was watching my team on camera. He voiced to me that once he left, that the team slowed down and was not moving at the same place, once he was no longer there to supervise. I informed him how disappointed i was to hear this, and that i would handle it immediately. I asked him to please tell me anything and everything that he sees as an issue. He stated that there was no real issue,everything was great, and overall is still good. Its just that when he left, he was watching them on camera and the seemed to slow down. I asked him to please send me the camera video and i would be sure to discount him accordingly, and again apologized. He said he would send us the videos as soon as we got off the phone (which he never sent). I told him, i would contact my team, light a fire under them, and make sure they lept a good pace. I called my team immediately and informed them. They were surprised because he had been complimenting how fast they were all morning, but none the less, our job is to please our clients and provide excellent service. I than told **************** to please call or text me immediately if he is not pleased, if there are any more issues, if the guys aren't moving up to his expectations, if there are any issues at all, please do not hesitate to call or text me at any time during the day and i will take care of any issues that arise for him. He thanked me and assured me that its no big deal and he doesn't want to speak badly about the guys or get anyone in trouble because they are working hard. I informed him that no one would get in any trouble or be reprimanded for this however it is very important that he inform me if there are any issues at all or anything to cause displeasure. Otherwise,i would not be doing my job. My job is to be sure his experience is satisfactory and that he is happy with his service and if i am not informed,***** am unable to address any potential issues with my team. He said he understood and he would call me if there were any further issues, but for now,all is good. We hung up our call, and my team continued to work. Mr. and **************** never sent me the videos claimed to have been saved of the guys slow pace. So i texted them a reminder asking them for the video, so that i could provide them with a discount (I have screenshots of these messages however, i was unable to upload more documents, please let me know if there is any way i can upload more evidence). Mr. and ***************** never responded to that message.A few hours later, my team finished unloading after a 2 hour commute to the delivery location. Unloaded the truck and completed the service in full. The client **************** and her husband than called me when it was time to pay their final bill.
  Upon completion of service and time to pay the final bill of $1816.00 - $100.00 booking deposit, balance due of $1716.00 i got a call from the couple. I could not understand what they were attempting to communicate because they were both screaming at the same time (presumably on speaker phone). I attempted to ask them to "please calm down and inform me of the issue. That i couldn't hear them if they are both screaming. I had mentioned that i understand you are upset, i understand that you are seemingly displeased and i want to help you. I would like to assist you and find a solution to appease your mind and financial situation, but i need to be able to speak with you and currently i cant understand whats wrong because both of you are screaming at once. **************** said, she wanted the $300.00 from the day prior with her last minute cancellation. I informed her that "i was unable to do that, because it has nothing to do with todays service. This was a seperate fee, as we already had a team en route to you when you rescheduled last minute and we discussed the fees yesterday prior to ever rescheduling. However, I would like to hear of any issues from today, but unfortunately, the $300.00 is not affiliated with todays service, other than that i will be putting $100.00 of that towards todays bill" (Today being the 4th of February). During the midst of this conversation, the husband/ **************** was screaming in the phone still. The husband was screaming "A**S H**E, F***K Y*U, SCAMMER! SCUM BAG,PIECE OF S**T" To which i responded by requesting that we please do not become disrespectful, call names, or degrade one another. That i'm simply trying to do my job, and i have not by any means been disrespectful or degraded you in any way, so please don't do that. However, he continued. I than explained to **************** about the conversation i had with her husband earlier in the day. How, i have been awaiting the video that he said he would send and that he told me everything was going good, and that he would contact me immediately if there was any more issues what so ever. That he would inform me right away if he was displeased with something. She was seemingly completely unaware of the conversation that her husband and I had had at approx. 2:00pm earlier in the day. However i did inform her that if she was able to explain to me the issue at hand, that i would be able to assist them and see what i can do.Husband was still screaming in the back ground and **************** stated, I am going to pay my bill and i'm going to leave you a ton of bad reviews and she hung up the phone. I never had a moment to even find out why she was so displeased other than that she wanted the $300.00 credit returned and stated that the guys moved at a slower pace once they had left the residence earlier (to which i've still never received the videos). Before my team even left the property, **************** had already left our company 6-7 BAD REVIEWS DEFAMING OUR NAME AND CALLING US SCAMMERS. This could not be more untrue, we are a local,family owned, operated business. We have been in business for almost 5 years.and we run a tight ship, and a small crew. Our reputation is the only reason we are in business. We do not complete with large companies, corporate companies,or franchises. We are a single locally owned business and our reputation is what keeps us alive. We have never scammed anyone. We were very clear with the client about all charges, checked in with them throughout the day, and there were absolutely no hidden fees. The only reason the final bill was a bit higher than the estimated time/ cost was due to things not being packed, things not being prepared, exercise equipment not disassembled, boxes not closed, and additional contents that we were unaware of. 
  As the business owner, I truly wanted to perhaps provide them a partial discount of 2 hours, discuss other options, and see what i may be able to do for them. However, upon being called numerous names, narcissist, A hole,Piece of Sh**, etc etc, I had to inform **************** that she is making it a bit difficult to accommodate her, if she could please stop insulting me. At this point it was too late because she had hung up after making her comment and saying she would pay her bill and spam us with negative reviews. To her credit,she did just that. She spammed us with many reviews including this complaint to the BBB. I wish there was something more we could have done, but we attempted every single route we could think of to accommodate our client, check on them,and ask what would make them happy. If there are any further questions or any way to upload more evidence, please feel free to contact us any time at the numbers listed below.
  We like to move it movers LL
  ***************************
  ************
  ************
  
  PS: I wanted to upload photos of all of the additional items,boxes, furniture, text messages with client, phone calls, non- disassembled equipment, photos of the home being unprepared for the service, however i was unable to upload any further photos, as 5 attachments was the limit. If you are able to receive further attachments, i am able to upload more documentation/evidence. This response would not allow for me to upload any further documentation. I was trying to upload photo evidence of all the exercise equipment, full dressers, full nightstands, phone conversations, additional boxes, and text message conversations, but unfortunately i was unable to upload these items. 
  

  Business Response

  Date: 02/06/2024

  completed reschedule contract

  Business Response

  Date: 02/07/2024

  additional photos

  Business Response

  Date: 02/07/2024

  Additional photos 2

  Business Response

  Date: 02/07/2024

  Additional copies of signed contracts, credit card authorization, hourly rates, and completion signature

  Business Response

  Date: 02/08/2024

  Just as an update, there is no further resolution required. We attempted to resolve this with the client several times on several occasions via call and text message. The client has denied all of our attempts at resolutions although technically as contracted in all of our agreements, signed contracts, signed completion forms, and credit card authorization forms, we billed completely within our contracted agreement and we completed this service 100%. However, the client has disputed the charges, including the booking deposits, and last minute cancellation fee with their card holder. They declined all of our resolutions and went that route. We have signed authorization for all charges. So is it possible to close this BBB complaint since that is the final result?

   

  Thank you, If any more information is required please let me know as i am having trouble uploading everything here, but i have emailed more documentation directly. I also still have plenty more documentation i can provide if needed. I only offer this because i would like for the truth to raise to the surface. I am attempting to stop our reputation from being unjustly tarnished. I have all documentation to provide the service we provide and the agreed upon pricing.

   

  Thank you 

  Business Response

  Date: 02/08/2024

  additional photos

  Business Response

  Date: 02/08/2024

  additional photos