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:05/01/2024

  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.

  Contracted company to move furniture between residences on April 19th. Damage to goods and property occurred without any notification. Additional insurance was never presented, but reflected as an option on the contract without pricing, so minimum coverage applied only. As a result, the damage to the front of the refrigerator was handled through a $200 discount, far less than actual cost to repair of course. Walls and ceiling of property were damaged beyond reasonable tolerance, as well as a stair nose being broken. Company has not responded to direct emails on a damage claim and denied accountability through lying that risk was discussed in response to a ****** review. Furthermore, an issue at payment processing caused a double charge to my credit card. I was pleased that they contacted me to alert, however it took them 7 days before issuing a refund through Zelle rather than reversing the charge to the card.

  Business Response

  Date: 05/01/2024

  We initially received an inventory substantially less than the actual items. Our quote was based on the list provided. It was neither advised the tight fit to move around the stairs to move around the furniture, which is important information for our calculations. 

  Mr. Sites had a large furniture item on top floor that he explained he had to assemble on the top floor. During the move, he refused to have us disassemble the item. 

  We also had a similar situation with ihs refrigerator -- we explained the doors had to be removed, and he refused.

  We explained in both situations the risks of damages. 

  We have a moving checklist that needs to be signed at the end of every project confirming all areas were inspected. Client also signed an Addendum / insurance agreement indicating he did not purchase additional insurance. Both were signed, and even then, we offered him a discount for the inconvenience. 

  Thank you for your assistance on this case. Please let me know if you need further documentation/information. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21650833
  
  I am rejecting this response because:

  Absolutely no discussion occurred regarding disassembling the piece of furniture that came from upstairs, I simply mentioned that I built it in that room so did not know if it could come down in one piece. 
  

  A walk of my belongings was performed at conclusion in the new residence, where I had to call out the notable damage to the refrigerator. No walk of either property was offered or performed. I fully expected to have scuffs and scratches to touch up in the paint, however was not prepared to deal with broken flooring trim and cracked drywall. The ceiling damage in particular is bothersome as this is not a simple touch up. 
  

  It should be noted that the contract reflects 3 offerings for insurance packages, and while I own responsibility in not inquiring and consequently being covered only by the minimum coverage which paid the $200 they are referring to as a discount, I cant explain why their contract was never filled out to disclose the pricing for the other insurance options. Typically companies are quick to upsell insurance, meanwhile it was never presented to me. 
  

  The damage to the refrigerator, which is 14 months old, was completely avoidable by facing the appliance away from the pivot point on the stair, as demonstrated by the 3rd party delivery company who brought it into the kitchen through the same path. This is a frustration, but outside the scope of my complaint as it was addressed by the minimum insurance coverage. I am solely focused on the inconvenience and cost to repair the townhouse in regard to the damages caused during the move, and the lack of professionalism displayed by the company in handling my inquiry on a claim. 

  
  Sincerely,
  
  **** Sites

  Business Response

  Date: 05/02/2024

  It is our company policy to have a walkthrough performed at both properties and have the checklist signed. 

  I attached the document proving additional insurance was offered in our quote. Clients have until the day of their move to choose their preferred option. We attached the Addendum where he signed Option 1 and not other options. This is proof additional insurance was denied. 

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21650833
  
  I am rejecting this response because:

  
  If I overlooked the insurance pricing on the first page that is on me, I only saw the blank options on the addendum and was never verbally told of the options. Fortunately I am not contesting anything covered through the insurance as if applied only to my personal belongings, such as the refrigerator that we have moved past.

  My ongoing complaint is in regard to the damages done to the residential property (townhouse that furniture was moved out of). The checklist uploaded appears to be reflective of a pre-checklist and does not include any walk of the property beyond ensuring the inventory was moved. They did complete that walk, but did not mention the damage they caused or ask me to look for any. 
  

  I previously attached a snapshot from the primary video where they lifted the wardrobe into the ceiling, which can be clearly heard and they then look at the ceiling damage and speak about it. In the video the same piece of furniture hits the wall at the bottom of the stairs. This form does not allow any videos to be uploaded but I have them saved if needed. 
  

  The piece of furniture was an IKEA wardrobe, which I noted that it may not fit assembled since I built it upstairs. At no point did I tell them it could not be disassembled, and I even called out that if it was an issue it could be left behind and I would take it apart to move. 
  

  I sincerely appreciate how hard the movers worked and the office staff was very polite and professional through the process. The complete lack of accountability at this stage is unacceptable. 

  
  Sincerely,
  
  **** Sites

• Initial Complaint

  Date:03/15/2024

  Type:Product 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.

  Scheduled a deep cleaning for our new home on 3/9/24. We were quoted $495 for a deep cleaning with 3 cleaners. On day of cleaning, 1 cleaner arrived instead of 3 cleaners. She was in the house for 3 hours, however the cleaning service did not take place. The company is now stating that we did not request a deep cleaning and only ask for minimal cleaning, however even the items listed in the minimal cleaning were not addressed and we were still charged for the deep cleaning.

  Business Response

  Date: 03/25/2024

  To whom this may concern,

  There was miscommunication with the clients we never offered 3 cleaners. However, our priority is our customer satisfaction so we spoke directly with the clients and agreed on a full refund of $495.

  If you have any further questions you may reach the client directly for reassurance of refund or you may contact us directly to our office number below.

  Thank you,

  ****** Movers LLC

  Office: ************

  Customer Answer

  Date: 03/31/2024

   
  Complaint: 21441037
  
  I am rejecting this response because we have yet to receive our refund. We were told multiple times in the past week that we would receive our refund via Zelle and provided our Zelle account information twice. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/01/2024

  Good Morning,

  We have been in contact with the client updating her with the pending refund. We spoke with her via email last Friday 03/29/24, and let her know the payment was pending.

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21441037
  
  I am rejecting this response because Zelle transactions do not require processing and should appear immediately upon deposit 
  
  Sincerely,
  
  *************************