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:05/06/2024

  Type:Service or Repair 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.

  In early February we hired On The Move moving company to move us from our old home to our new location. They removed the tv off of the tv stand in the master bedroom. We later discovered that the tv that was moved had been mishandled which resulted in a crack in the upper right side of the screen. We called the company to inform them of the damage in which they told us to file a report and that the insurance company will be contacting us back through email. After a couple weeks we contacted the company again and they asked us if we filed a report and that the insurance company would be the ones to respond. After more time had passed we called again. After speaking with person who answered the phone, the owner then gets on the phone and tells us that his workers did not touch the tv and that theyre not responsible for the damage. I then tried to explain to him that I had witnesses of his people moving the tv. At that point he got frustrated and told me that he will block our number and to *** him and then hung up the phone. Later my daughter call back with her phone and they told her that because she signed their contract, and because the tv wasnt packed in a box, they are not liable for any damages. (That tv was not being moved out of the house, just off of the tv stand).

• Initial Complaint

  Date:10/18/2022

  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.

  Movers left behind a whole closet of our items and many other items hanging on the wall. They also packed precious items that we asked them clearly not to with 6 men standing around and then when they broke 3 items including a crystal ***** they claimed that we didnt buying packing insurance. We didnt ask them to pack that item. They broke a pottery barn desk leg and then claimed it was repairable and wanted a release without looking at it or the sleigh bed footboard they cracked and several other items that they wont look at and tell us if they can repair but want us to accept their assesemnt that its 100% repairable despite us being in the room when the footboard of our bed cracked. They want a release insisting they can repair anything but if we arent happy that its not repaired correctly, the legal form offers no recouse but to move on without payment or replacement. He said he would rebutt my claims, but I have emails and photos as proof of the interaction that has taken place. You will see on their form, items that are actually broken by them, they have an excuse for not paying. Their workers did not follow our instructions and what we showed them and we had to pay separate movers to go back and get the remainder of our stuff as well. WE have photos of all damages and email correspondence if needed.

  Business Response

  Date: 11/09/2022

  *********************** started the estimate process with our company on 6-20-2022 and due to the complexity of the move, we had our estimating specialist complete an onsite estimate on 6-23-2022. The Sharpes needed full packing, specialty items crated and moved in the first 2-3 weeks in July. They called on July 11th, last minute, to book their move with us for the week of July the 16th. At that time, we no longer had availability for the dates they were requesting and due to booking last minute, the original plan for packing, crating, and moving had to be changed.The client said he would be packed and ready to go on move day and that the specialty crating would no longer be needed. Unfortunately, due to the last-minute booking, the clients weren't packed and ready to move and everyone including the clients were scrambling. We understand that the move didnt go as smooth as planned but the clients are currently in our claims process.
  As shown on the 10/14/2022 claim response letter there is a breakdown of all items which have been claimed and reasoning for either denial of the claimed item, the amount that will be paid out for the item or if the item is to be repaired by our restoration specialist. Our licensed and insured restoration specialist has been provided photos of the damaged furniture items, to determine if they are able to be repaired. He does believe he will be able to repair the items, but it clearly states in the Generic Release Form If the restoration specialist determines he cannot properly restore or repair your items and/or property On the Move Moving Company will renegotiate those specific items as far as a settlement is concerned. This statement clearly binds OTM Moving and Storage to renegotiate the settlement if the restoration specialist is unable to fix the items. The specialist will notify OTM immediately if he is unable to repair the items and a renegotiation of the settlement would then be in effect. Unfortunately, due to Georgia regulations and laws we are unable to proceed with any payouts,repairs or settlements until the generic release form is signed. Once the release form is signed, we will schedule our specialist to go onsite to inspect and repair the items if possible. If repair is not possible renegotiation of those items will occur.
  Thank you,
  OTM Management