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:06/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 21845349
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/20/2024

  Dear *****************************;

  Thank you for reaching out to us regarding your concerns filed with the BBB. We take all claims seriously and have conducted a thorough review of our records pertaining to your issue.

  After carefully examining our files, we regret to inform you that we do not have any record of the specific claim you mentioned in your complaint. If the document you attached was intended to be one of our claim forms, we unfortunately could not identify it within our system.

  During the job process on October 7th and October 9th, 2023, it appears that our document titled "Revision to Estimate" was signed on both occasions. This document is a critical part of our process and is signed by clients to acknowledge any adjustments to the estimate, including additional time required for completion.

  Our records indicate that our last documented communication with you occurred on February 27th, 2024, when we sent you another damage claim document for your consideration. Regrettably, you declined to fill out this document, which hindered our ability to proceed with the resolution process.

  In light of the signed documents acknowledging the revision to the estimate during the job process, we are unable to process a refund of $3041 as requested in your complaint.

  
  We value your business and are committed to resolving any issues promptly. If you have any further questions or would like to discuss this matter further, please feel free to contact us directly at ********************************** We are here to assist you in any way we can.

  Sincerly

  Best Deal Mover's and Storage

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21845349
  
  I am rejecting this response because: Allow me to correct the information, the two "Revision to Estimate" were signed and monies paid by me WITH notation of my disagreement and that I was signing only because move would be stopped, literally within the move.   Those notations do not appear on the companies copies but were on their tablet.  Regardless, the revisions in favor of company were made, revisions in favor of customer, were not.  The company has never acknowledged or addressed the inclusion of my revisions.  Washer and Dryer vs 10 boxes and small chair/ottoman.

  As for the last documented communication with me:  this occurred February 7, NOT February 27th as you indicated.  I received from the company a damage claim form that was already filled in by what I can only assume is another disgruntled customer at *******.  At 12:48pm I responded that I had received this, assumed in error and asked the purpose and if/what I needed to do next.  To date, still have not received any verbal or written response from the person responsible for handling the situation since the beginning.  I never declined to complete anything or to not cooperate, I have gone above and beyond to reach out to company with absolutely no response other than in these official disputes completed by who knows.

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

  Business Response

  Date: 06/28/2024

  Dear ***************************,
  Thank you for bringing your concerns to our attention via the Better Business Bureau. We genuinely value your feedback and understand your frustration regarding your claim.

  
  As with any organization, personnel changes can occur, but we maintain thorough records of all interactions, including conversations and claim forms. After reviewing our records, we have not located a claim form corresponding to your case.
  If you have been contacting our office regarding this issue through calls or emails, we regret any disconnect in communication. We are committed to resolving this matter swiftly and efficiently.

  
  To expedite the resolution process, we have attached the necessary claim form to this email. Please complete and return the form at your earliest convenience so that we can promptly address your claim and work towards a satisfactory resolution. Please email us the claim form attached after completion at *********************************.

  
  We are dedicated to working with you to resolve this issue and appreciate your cooperation in providing the required information. Should you have any further questions or require assistance, please do not hesitate to contact us directly.
  Thank you for your understanding and patience as we work to resolve this matter.
  

  Best regards,

  Best Deal Movers and Storage

  ************

  *********************************

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21845349
  
  I am rejecting this response because: the claim form is not specific to the overall problem I don't know how to fill that out. The move itself was a disaster and there were damages to certain items. This is about the move. I have submitted all of this information several times to the company including pictures and I know that you have received everything I had to submit as you acknowledged it. I did not know what else to provide on this claim form as it's the entire move including a few specific items. Please review the massive amount of documents created by myself and by your company and provide a resolution
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21845349
  
  I am rejecting this response because: the claim form is not specific to the overall problem I don't know how to fill that out. The move itself was a disaster and there were damages to certain items. This is about the move. I have submitted all of this information several times to the company including pictures and I know that you have received everything I had to submit as you acknowledged it. I did not know what else to provide on this claim form as it's the entire move including a few specific items. Please review the massive amount of documents created by myself and by your company and provide a resolution
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/19/2024

  Dear ***************************

  We appreciate the opportunity to address your concerns regarding your recent move with us. Please accept our sincere apologies for any inconvenience or dissatisfaction caused by the damages incurred during the process.

  We understand your frustration and want to assure you that we take your feedback seriously. After reviewing your case, the best course of action we can offer at this time is to proceed with the claims process for the damages. To facilitate this, we kindly ask you to refill the claim form and return it to us at your earliest convenience.

  While we regret that the move did not meet your expectations, we hope to resolve this matter to your satisfaction by compensating you appropriately for the damages incurred. Please rest assured that we are committed to working closely with you throughout this process to ensure a prompt resolution.

  Once again, we apologize for any inconvenience caused and appreciate your understanding as we work to address this matter. Should you have any further questions or concerns, please do not hesitate to contact us directly at ************ or *********************************.

  Thank you for your patience and cooperation in resolving this issue.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21845349
  
  I am rejecting this response because:   I was not sure where to put the information you requested thru the portal so am providing here.  The move itself is the major issue with my dispute.    The mover, Best Deal Movers (BDM) has taken liberty to make the complaint about a damage claim form completion for one item I did report that was damaged during the move, a dining room table.  Pictures previously submitted.  BDM failed to respond to my inquiries about the damage right after move and to date, I have never spoken with the individual who said a form was sent.  The form does not empcompass my damages anyway as the table was a second hand purchase and claim form is asking for detailed new purchase information which I don't have.

   

  Attached is the Original Estimate along with one revision to the contract *** made on their behalf for extra time, travel and items not reported in original estimate.  The other attachment is an updated invoice, third one with yet different charges from the first two, still confused on their changes.  BDM did not acknowledge my adjustments most significantly the washer/dryer, which was included in the move estimate but I decided not to move the w/d and leave behind and asked BDM to adjust estimate to remove them.  One of the movers wanted the w/d so they were moved anyway and again I asked for estimate to be adjusted less the w/d, which they have chosen to completely ignore or acknowledge during this whole dispute.  The only adjustments they counted were in their favor of 10 additional boxes and an additional chair and ottoman, which the w/d more than negates that adjustment.

   

  Bottom line:  Small 1BD apt not fully furnished for one person to another 1BD within 5 miles of each other.  Due to extreme slowness of movers on 10/7, move disrupted and had to be finished 10/9/23.

          10/7/23   Original estimate  4 hours   3 movers   1 truck  $1246.41;

   

          10/9/23   Adjusted estimate  10+ hours   4 movers  1 truck  $1845.00

          10/9/23   Adjusted estimate   2.45 hours  4 movers          $ 605.00

            (There is another estimate they did that can't locate but BDM has and I have somewhere that matches estimates

            and paid amounts better).

            Comes down to 12+ hours to move, 7 movers throughout 3 days to complete.

   

   I paid   $100 deposit

           $2060 at time of move, includes original estimate amount

           $ ****** also at time of move

   

  TOTAL  $*******      I WANT ALL TO BE REFUNDED  $*******

                       BUT AT MINIMUM ******* LESS THE ORIGINAL ESTIMATE OF $1246.41 Thank you for your time and speedy response.

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

• Initial Complaint

  Date:04/16/2024

  Type:Sales and Advertising 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 contracted the company to do a reverse move on March 18, 2024. They moved us to a new unit for a temporary relocation while our apartment was being upgraded in January. We were pleased with the company so rehired them. They still had our move record so said they would reuse the items list from the move six (6) weeks earlier. The second moved did not go as well. They broke several shelving units, put my headboard on backwards, but I overlooked it. What I could not overlook was the **** that they broke my smart tv 42 screen. When I called the next day (3/19/24), ***************************** emailed an insurance claim form the same day.I submitted the form and had not received a response 15 days later. I sent an email requesting a status update, and the same person who sent me the insurance claim form claims I did not have a tv on my list, (the same list of items from the earlier move), they were not responsible and hoped I used them in the future.I am Requesting that they either replace or refund the $195 replacement cost:

  Business Response

  Date: 04/22/2024

   

  To Whom It May ***************** is always disappointing when a move does not go as planned. Attached you will find the two signed moving estimates and the two signed ***** of Lading for the January and March moves, respectively. As you can see on each inventory list she provided, there is no tv listed. For Valuation, **************** selected Option 1 for Released Value Protection. This is computed at " $0.60 per pound per article (based solely upon the weight of the lost or damaged article(s)) at no additional charge." As a gesture of goodwill, even though there is no tv listed on the inventory, Best Deal Movers will compensate **************** according to valuation she chose and the contract she signed. On the Claim form she listed the tv as being 15 lbs. 15 lbs. multiplied by the $0.60/lb. valuation computes to a total of $ 9.00. The check will be forthcoming. As with all our customers, we wish her well in her newly renovated residence.

   

• Initial Complaint

  Date:02/19/2024

  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.

  In the end of Sept. 2023 we employed this company to move our furniture to our new apartment. In the process of moving our furniture to our new apartment, they destroyed a bookcase and severly damaged a dining room chair. We immmediately filed a claim on Oct. 9, 2023 and provided all requested documentation along with photographs. They said they would pay to replace the bookcase and they took the chair for repairs. Repeated requests were made for resolution and met with apologies and promises to take action, but nothing has been done. No money received and the chair is still missing.

  Business Response

  Date: 05/06/2024

   

  In regard to this original complaint, the chair was repaired and returned to the client. The check was sent to the wrong address and is now being sent to the correct address. This unfortunate situation has now been resolved and we wish this customer much happiness in their new residence.

• Initial Complaint

  Date:02/15/2024

  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.

  I hired Best Deal Movers for a full-service move on June 30 2023. They were contracted to pick up household items from a storage unit, then get my remaining possessions from my old home & move it all into my new home, approx 1 mile away. When the movers arrived at the storage unit, there were two men, a more experienced and a younger man who said it was his first day on the ******** had received no training. The experienced man refused to move anything. The young, ******* moved everything out of the storage unit ourselves, including a piano. It took us about 3 hours. When we were done moving the other man came back to drive the truck to my house where he backed into the fence, smashing it. During the drive, the piano flown across the truck bc they didn't strap it in. I called the moving company to request new movers. They ignored the request. The same thing happened at the new house as the old. I called the moving company several times again. The ******* moved everything ourselves. We couldn't complete the move bc we couldn't get the furniture out of the 2nd floor bc it was too heavy. They drove the truck to the new house & when we arrived, the older man began yelling & screaming & running down the street like a crazy person. I was fearful for my safety, so I locked myself in the house & called the police. The police came & removed him. The other ******* moved what we could into my new home. Hours later the movers sent another guy to complete the move. I called BDM more than 5 times to see if they would send another mover. They damaged $9,161.69 worth of my furniture and property & are not compensating me for most. They have since fixed the fence. They offered to replace the piano, but they took it & have not returned it. I consider it stolen property now. The movers also stole my robot vacuum (it was taken from the truck) & the company is refusing to replace it. I had to hire another company to complete the move the following ********** still charged my card.

  Business Response

  Date: 05/08/2024

  It is always disappointing when a move does not go as planned, but Best Deal Movers has continued to try and rectify this situation. For your reference, attached is the estimate emailed to her, which she signed, acknowledging that she had read, understood, and agreed to the terms of service included in the estimate.  As the customer stated, the fence has been fixed. In regard to the piano, Best Deal Movers has in their possession a piano of higher quality than the piano the customer had and we offered to replace the damaged one. She agreed to both of these solutions, but when asked about a delivery date for the piano, she asked if we would replace the vacuum. There is no vacuum listed on the inventory list included in the attached estimate. As stated in the Moving Guide for Household Goods Moves in *******, which is included in the attached estimate, under the section labeled INVENTORY, an inventory will be very valuable document if you have a claim for loss or damage. There is no verification of the vacuum since it is not listed on the inventory sheet. It should also be noted on the estimate that the customer selected Option 2b coverage for her items. This option provides coverage based on the current replacement value at the time of loss or damage. There is a $300.00 deductible for which the shipper is responsible. Despite the fact that we had no verification of the vacuum being missing, as a goodwill gesture, we offered her $150 as compensation for the vacuum without requiring her to pay the $300 deductible that is listed in the contract. She declined the offer and since that interaction, we have not been able to arrange a delivery date for the piano. She said that she was turning this over to the BBB. We have not spoken with her since.

   

• Initial Complaint

  Date:01/22/2024

  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 1/6/24 I hired 700 movers to move my furniture from storage to my home. During the move my tempered glass dinning table was destroyed. The class was split in half rendering the table useless. The company at this time is refusing to speak with me or make amends for my damaged property.

  Business Response

  Date: 05/06/2024

  Best Deal Movers does not have any record of assisting ************************* with her move. We have searched our database of moves, including our storage clients. We have also searched our damage claims. There are multiple moving companies in *******, both licensed and unlicensed, that have the word BEST in their company name. We believe this filing is due to such a mix-up.

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Please see the uploaded documents.

• Initial Complaint

  Date:09/22/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 20641279
  
  I am rejecting this response because:I would like for them to address my damages and missing items claim before I agree with them. As far as I'm concern I will not agree until my items have been replaced. When I sent this claims form to them it didn't have my wedding dress that was damaged on it and it didn't list my 2 hair steamers that's broken and missing needed parts to function properly. My dress was $200 and each steamer was $120. Bringing the total up to $1,743.00
  
  As I mentioned in my initial message to Best Deal Movers... I watched the movers remove all the items listed and mentioned from the (2) 20ft pods where they were being stored prior to September 19th. On that day... These items went into their truck perfect fine and very much present! They packed the trucks 3 times prior to them finally getting to me and within that timeframe somewhere someone broke, cracked, misplaced, and or taken some items. 
  
  I just want my items replaced. I find that to be fair in this situation. 
  
  Respectfully, 
  
  ***********************
  
  ! Leaving only 2 men for the job! Such an inconvenience. I was told that my items would stay on the trucks and be driven to my new location on Thursday... 09/21/2023... Yesterday was Thursday and prior to the driver getting here I was told the second truck would be here later after the worker complete another job. Prior to the truck arriving I got a call about them having to charge me extra for materials. I explained that I was already charged for materials that I didn't need and that I was already supposed to get an adjustment to the bill due to them not having to go get the rest of my items from the **** storage unit. I was told prior to hanging up that they would deliver all my items for the price listed on the contract, so I made the payment because Will wouldn't allow them to start unloading. After my family and I helped move everything I received a text stating the truck hasn't let because I still owe $662.00. ***************************** lied and is holding my items hostage.

  Business Response

  Date: 09/28/2023

  We have resolved her Issues during her move.

  Sent her a damage claim form for her items.

  Business Response

  Date: 10/26/2023

  For all claims, it's essential to assess each item separately. Currently, we are in the process of reviewing the claim that has been submitted, along with the pictures and proper documents.
  
  
  

  Customer Answer

  Date: 10/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is understandable. I would like a reasonable time frame as to when they will be finish reviewing things and settle the claim. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20641279
  
  I am rejecting this response because:

  I didn't accept their response... I said I understood what they were saying as far as reviewing my claim would take time ... However, I stated that I would not accept anything until they are willing to replace what they've misplaced and damaged.
  
  They have denied my claim stating that my items was stored inside a container that they didn't pack. They knew this prior to offering to do the job of unloading and loading my items onto their trucks. The day that happened which was September 19th, I was present the entire time. My husband used to work for a moving company and knew exactly how to pack our items securely in the 2 20ft storage pods. He did an amazing job packing... None of our items were missing or broken the day Best Deal Movers sent their workers out to do the job. 
  
  I have an email of one of the workers that day stating that nothing was missing or broken when the removed my items. 
  
  I'm not sure why this company chooses to be unfair with their customers. I am not the only customer with complaints about having missing and broken/damaged items
  
  Respectfully, 
  
  **********************;
  

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***********************

• Initial Complaint

  Date:08/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday July 31st the movers of this company were supposed to show up at my home to pick up my boxes as I was moving houses.They never showed up and they never responded to my calls.I had signed a contract for them to pick up the boxes on the Sunday. I had also given them a deposit of $100. They did not show up and they did NOT respond to my calls. Then when I did call the next day on the Monday, I was given a ton of hate from one of the workers named *******. He was rude and aggresive and mocked me constantly. The receptionist was no better, as she put the phone down on numerous times. This company is a joke. I have not received an apology or a refund. They stated a misunderstanding. What part is misunderstood - you never performed the work and you never gave me my deposit back. No this is just stealing. Do yourself a favor and Don't use these thugs.

  Business Response

  Date: 09/05/2023

  We appreciate you sharing your experience, and we'd like to provide some context regarding the situation. We genuinely value each customer's needs and strive to deliver the best service possible. In this case, we encountered a unique challenge with the condition of the space that required some additional attention. After the initial visit, we noticed that the living environment was not entirely suitable for safe and sanitary moving conditions. Our team members, while operating with the best intentions, raised concerns about the presence of unsanitary conditions, including cat f**** and urine. In situations where health and safety might be compromised, we aim to ensure the well-being of both our customers and our staff.In an effort to accommodate your moving needs, we kindly suggested that an improvement in the cleanliness of the environment would allow us to safely complete the move as planned and offered to return that same day to do the job. However, the conditions were the same when the crew returned. We acknowledge that perhaps there might have been a lack of clear communication on our part regarding the specifics of what needed to be addressed. We understand that you had a different perspective on the situation, and for any miscommunication that occurred. It was not our intention to cause any distress or inconvenience.Our main goal is to provide top-notch service. It's disheartening to hear that you felt we fell short of that goal during your recent encounter. We deeply regret the frustration and misunderstanding that arose from our initial assessment of the moving conditions. Our manager's intention was not to appear belligerent or dismissive of your situation. Instead, he was striving to ensure a safe and successful moving experience for you, our team, and the belongings involved.However, it's clear that our approach and communication could have been more considerate and understanding of your perspective. We apologize for any distress this may have caused you and are refunding your deposit.

• Initial Complaint

  Date:01/04/2023

  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.

   
  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,
  
  ***********************er guy was the only person I tipped $40 because he did most of the move alone. The workers also complained ************************* did not inform them that there were stairs involved in the move to the new apartment.Im asking for 1 1/2 hrs moving at $137 an hour, and credit and 2 hrs of my work pay at $22.61. Totaling $250.22 refund Im requesting to close this case.

  Business Response

  Date: 01/11/2023

  Thank you for taking the time to share your experience. We only wish you would have contacted the office during the move so we would have known of the situation and been given the opportunity to be pro-active in dealing with the circumstance.Our goal is to always deliver excellent service. Please accept our sincere apology for not meeting our goal. Your charge card will be credited in the amount of $250.22. As with all our customers, we wish you well in your new home.