Complaints

This profile includes complaints for TitanMovers, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TitanMovers, LLC

  301 Robins West Pkwy Warner Robins, GA 31088-8119

• 

  TitanMovers, LLC

  1902 Elberta Road Suite C Warner Robins, GA 31088

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:06/10/2024

  Type:Customer Service 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.

  I hired Titan Movers on 5/28/24 for a local move from a 2bedroom apartment. I paid them a $100 deposit to set the appt with the understanding that it would be returned upon the completion of the job. My total bill came up to $857 (which included an $82 tip). I initially gave the company a great review on ****** Reviews because the movers were professional and courteous. However, days after the move, I noticed damage to my daughter's entertainment gaming desk and they'd placed the wrong top mattresses on the wrong beds. They placed my queen size mattress on my daughter full size bed and her full size mattress on my queen size bed. I called to ask for them to come back and correct their mistake and was told that I'd have to pay an additional $125. I expressed that I would not pay them to come back and fix something they didn't get right the first time. I was told I would get a call back after it was discussed with the manager. I never received a call back. I continued calling and leaving messages and no return call. I've been reaching out to them for over a week with no reply from anyone. I even went to the local office they had listed online, which turned out to not be valid. The ****** **** ******* *** ******* **** address are both false. Then when I checked my credit card bill, I found that my credit card was charged $957. So essentially, they damaged my property, charged me for the service of doing it, took my tip, kept my deposit, and then ignored my calls and blocked my phone number because now every time I call, I get a message about calling restrictions. I want my deposit back plus damage to my property.

  Business Response

  Date: 06/10/2024

  Ms. *****,

   We apologize for any misunderstanding and inconvenience you have experienced as a result of this situation.

  Firstly, we would like to clarify the matter regarding the $100 deposit. The deposit is applied towards the total cost of your move and is not intended to be refunded separately. Your final bill of $907.27 includes this deposit (which is attached for you to look over). The final bill was emailed upon move completion to you as well as the damages/claims process for you to follow if you experienced any. We do this to make sure our clients can look over their bill, making sure there is no confusion.

  Regarding the damages to your daughter's gaming desk and the mattress mix-up, we understand your frustration. You explained to your moving consultant that: at your direction, the movers mixed up these mattresses and placed them into different rooms. While we would love to help fix the situation; we can not send out a moving team for free. We do have a claims process for damages, as damages are likely to happen when moving your life's belongings.

   Our standard procedure for damage claims involves a two to three week investigation period to thoroughly assess and resolve the issue. You have properly filed a claim online already and have been sent an email about how that process works. We appreciate your patience as we work through this process. We have already initiated the investigation and will update you upon its completion. Our goal is to ensure that any valid claims are addressed fairly and efficiently.

  Regarding our storage locations: Our movers operate directly in our customers' homes, traveling from place to place in our moving trucks. Most of our office staff and moving consultants work remotely, and the locations listed online are for storage and warehousing purposes that are not open to the public. 

  Thank you for your understanding and patience.
  

  Sincerely,
  
  Titan Relocation

  Customer Answer

  Date: 06/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because your response is not in alignment with what your receipts or statements claim. My credit card was billed $957.26 for the services that your company provided. You stated that my total bill was $907.27 which included your charges (labor, travel, boxes) and my gratuity, then where has the $100 deposit been applied to the cost of the service? Shouldn't the final/paid cost have been $807.27 after you applied the deposit? How did you arrive at $857 as the amount for me to pay at the time of the service originally, but my credit card being billed $957.26 for total services? That's not business. That's extortion. As far as moving the mattresses, I never asked the movers to put the wrong mattresses on the wrong beds. Why in the world would I tell the movers to put my queen size top mattress on the full-size box spring bed in my child's room, and then place her full-size top mattress on my queen size box spring bed? That's just asinine. The only thing that was placed in my room was a dresser/mirror in my closet that could not fit in the second bedroom. Next, I received no such link after I filed my claim. I received no email acknowledging receipt of my claim and no email even confirming that your company received my claim. This link you are referring to was supposed to include instructions, allowing me to upload photos of the damages, which is why I kept searching for a reply so that I could attach photos. You can't provide proof when your company doesn't give you access to do it, doesn't return phone calls, or answers the phone but surely the company will state that the proper evidence wasn't presented, and my case will be dismissed all together. Lastly, although I do understand your company works primarily from the homes of its customers and perhaps relies on at home customer service workers, the offices you advertise ARE NOT STORAGE FACILITES unsupported for public use. They are actually suites in different plazas. The address at 3** ****** **** *s a *************** **** *** *** **** ******* **** ** uninhabited space that doesn't have your company information posted on the door. So, Sir, I'd just appreciate it if you'd provide me with what you owe me so I can move on.
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/19/2023

  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 11/10/2023 I hired TitanMovers LLC to move my belongings from one apartment unit (***** to my new unit *****) when I booked the move I was told I would be getting 2 movers, on the the actual moving day 3 helpers showed up. Two of the helpers had some experience, the 3rd was in training. My move was booked for a minimum of three hours, two hours in the "heavy" items had been moved with no issue and the lead helper tried to tell me they were finished and was asking for the rest of payment, while there were smaller items and boxes that still needed to be brought down. I explained to him there were more items and showed him what needed to be taken down. I open the utility closet just outside of the apartment unit that was still full of belongings to be brought down, one of the items is a outdoor/garage storage shelving unit that I have moved half way across the country ******) and was still in good condition. The bottom of this shelving unit is not flush with the ground but about 3 inches off of the ground so it must be picked up and cannot be moved with a dolly. The helper that was in training was unable to get the shelving unit out of the closet so my wife and I got outside of the closet for them. I was in a separate area of my apartment helping get stuff together to bring down when I hear my shelving unit fall. When I came outside I found a dolly underneath the unit, and my shelving unit in pieces. The lead helper tried to tell me there was moisture that has ruined the shelving system. There are no water spots on the shelving unit and checked the wood with my moisture meter, it has a reading of 10% which does not indicate a moisture issue. I have spoken with the owner Derek one time on 11/15/23 who advised they will be reimbursing me but has to submit insurance claim. Amount of shelving unit is $294. Derek will not call me back to discuss claim, I have left 6 messages requesting contact.

  Business Response

  Date: 12/29/2023

  As stated in our Bill of Lading, our insurance does not cover damages to particle board - bulk manufactured furniture, regardless of the item. This was relayed to the client via automated email twice after he reported the damages and the client received multiple emails before the move reminding him of our responsibilities to our clients as well as the terms of insurance for his items. This item will not be covered under any insurances we offer. Due to the fragility of particle board & temporary furniture, it is not meant to be moved once it is assembled. Manufacturers often state this in pamphlets and handbooks included with the purchase of the furniture. Manufacturers provide Cam Lock nuts and Jack Nuts when selling these items in stores and once assembled, these screws can not be removed. Our clients assume all responsibility for damages when moving temporary furniture. 

• Initial Complaint

  Date:09/07/2023

  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.

  I hired these movers to move us from one house to the other. i am a single mother, i do not have extra money to fix or replace broken furniture. this moving company broke my dining room table i invested in. the company broke a night stand and dresser. but them breaking the table is a huge problem. i have called, texted, emailed the company and no one will get back with me.

• Initial Complaint

  Date:03/30/2023

  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 *** ******* Titan movers moved our household good from a storage unit. They had previously moved the item back in *** ****. During that move a mirror leg was broken, and we told to get with company to see what kind of agreement that we can come to get this rectified. After several attempts with pictures after the move in *** they send us an email with a denial letter on ***** ***** with a claim #****** that we didn't even know about. They claim that they do not pay claims for the type of wood that the mirror is made of. I want my mirror repaired and not this ** that they sent us.

  Business Response

  Date: 03/30/2023

  To whom it may concern: This client was sent the following email regarding the damage to his items. 
  

  “Hello, ******* *****!

  The claim for the leg on your mirror was denied due to it being made of particle board/compressed wood. We can not cover damages to compressed wood & particle board furniture because it is not built to be moved once it is put together. Particle board and compressed wood furniture has its own section & is outlined in our **** ** ****** that you can read over if you need further details. Unfortunately, we can not offer compensation for this damaged item. However, We understand your frustration and we'd like to offer you a $50 credit towards a future move, or a $50 refund to the card used to pay for your move. We are very sorry this happened, and we look forward to working with you in the future. Let us know how you would like to proceed!

  Thanks,

  Titan Relocation & Transport Services”

   

  the customer did not respond to this email.

  Damages to the listed item are not covered due to a clause in our **** ** ****** that states:

  ”We can not be held liable for damages to particle board furniture, PVC, or light bulbs. We ask that you remove all light bulbs from any light fixtures you want moved.

  We can not be held liable for damages resulting from assembly or disassembly; This includes but not limited to: Washer/Dryer/Fridge connectors. 
  We can not be held liable for improper packing of mattresses, TV's, and computers. Mattresses must be in an appropriate mattress bag, and TV's must be in an appropriate TV Box. If items are not packed into their appropriate materials, we can not be held liable for damages to mattresses, TV's or computers.
  We can not be held responsible for damages to items packed into garbage bags as a substitute for the proper packing materials. This includes but not limited to: TV's, mattresses, clothes, shoes, purses, and food. We encourage customers to use the proper packing materials to ensure items arrive safely to the destination. We will provide packing materials at the customers request. Mattresses must be in an appropriate mattress bag, and TV's must be in an appropriate TV Box.
  We can not be held liable for damages related to Cash, Jewelry and Firearms. It is your responsibility to transfer these items to your new home. Our movers are trained to alert the customer if either is found while working. We reserve the right to refuse to transport cash, jewelry and firearms; including but not limited to: ammunition. Customers must empty all gun safes and transport the above listed themselves.“

   

  attached is a clip of clients e-signature on our **** ** ******. 
  

  to resolve; we are more than willing to compensate this client $50 to replace the board on the back of his mirror or offer them $50 off of our services in the future. 
  

  further information can be provided at your request. 
  

  Thank you.