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:05/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Protect the Nest to move my furniture from a home to storage. They did not properly protect most items and many items incurred damage. I am also missing all of the screws and bolts to the beds that were bagged and tapped to the rails. I've contacted ******* ******* several times via text and via email and he has not responded. I am seeking reimbursement for damages to my furniture and the missing pieces.

  

  Business Response

  Date: 05/20/2025

  We respectfully must decline responsibility for the damage or loss of Ronicas items. During the move on April 14th, our team followed all standard protocols to protect her belongings. All wooden furniture was properly wrapped, and all screws and hardware were secured to the appropriate bed frames.
  However, it is important to note that in May, a third-party moving company was hired by ****** to unload her items. As we were not present during that part of the process, we cannot verify the condition of the items upon delivery or confirm whether any damage or loss occurred while the items were still under our care. Due to the involvement of another company after our services were rendered, liability cannot be attributed to Protect the Nest with any certainty.
  Additionally, we are unable to offer a full refund, as the labor and services contracted were completed as agreed. We understand and regret the inconvenience this situation has caused, but under the circumstances, we cannot accept responsibility for the claim.
  We appreciate your understanding.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23310783
  
  I am rejecting this response because: The damage was reported to Protect the Nest prior to the removal of items from storage and items were not appropriately wrapped. Protect the Nest ran out of plastic wrap and other moving supplies during the move and had to use my supplies to complete the move. It is rather unfortunate that they are choosing to be dishonest about properly wrapping and securing belongings and should remit payment for the damages and lost items.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/05/2025

  Protect the Nest meticulously documented Ronicas move with Instagram posts, clearly showing the dates of each service and detailed photos of our packing process, including all furniture securely wrapped in shrink wrap to ensure protection during transport. Square screenshots provide undeniable proof of payments received for services on consecutive days, confirming the completion of each job. ****** rehired us the very next day after the initial move, a strong indication of her satisfaction with our professional service at the time. Notably, she raised no concerns about damage or improper handling during our involvement. It was only after a third-party moving company transported her items from storage to her new home that she reported any damage, suggesting that any issues likely arose during their handling, not ours.