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:12/07/2022

  Type:Billing 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 ministore located in ** ******* the *****************. They damaged my life for reasons that they do not explain to me. According to them, they sold me the store that I rented due to lack of payments. When I made the last payment of 200, I did it in September and then From there I called and sent an email that I could not pay online because the application would not let me and they told me to go and I could not get there for reasons and causes of God and so I explained to them and without prior notice when I could get there. They sold me my things, that of my baby and my wife, without any notice received. I ask for my very important things and documents that I had and all my life kept there and that of my family. I demand a response. Before taking legal action. Thank you very much

  

  Business Response

  Date: 12/07/2022

  ************ and ***** **** is a moving and logistics company based in **********, ******.  We don't have any operations in *********, ******* and do not rent or lease any property.  We do not have the complainant's name in our customer database and we believe this complaint is directed at the wrong business.

• Initial Complaint

  Date:11/25/2022

  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.

  We moved from ****** to ** on 6/17/2022 & hired **************************************** destination was ********* **, but we changed to ******, where the ship arrives. Thats a 4hr. difference in delivery time which we were not compensated for. Our goods arrived but we had to wait approximately 2wks for delivery in an empty house at extra cost to us. Upon delivery on 7/14/22 the workers called me to come into the truck to see firsthand a damaged item.It was a painting & had punctured holes. It was the only painting not properly wrapped in cardboard. The company said it was PBO (packed by owner).It was packed with their own wrapping ************* How can that be PBO?A second item, an antique tea table was unwrapped & in perfect shape until one of the workers fell on it & smashed it to pieces. When asked its worth, I had it compared to an exact replica of a vintage like tea table worth $500.On 9/3/22, I filed a claim for loss. I was delayed, delayed. delayed from a response until I said I would write a complaint to you. *****************, business manager immediately replied & said ************ has denied me any claim for the damage to the painting & forced me to accept a $50 compensation in an instant or the offer would be withdrawn.When I did sign, ***************** said a ck. would be issued right away. Nothing came. I notified ******** blamed it on the mail. Said he would get another ck. off right away.We are seniors who feel weve been badly treated & taken advantage of. My husband is 92yrs.old, a Vet & legally blind. We paid for our move & wish to be treated fairly. We should have been credited for extra *********** it wouldve cost the company in their original estimate. They could have easily compensated for damages to our goods. Instead, they would rather blame us any way they can rather than accept responsibility for their own actions.Sincerely, ***** & ***************************

  

  Business Response

  Date: 11/29/2022

  We understand that damages occurred and have followed the guidelines set forth in our agreement regarding damages.  The Complainant declined additional insurance (attached Insurance Declaration) and was subject to coverage of $0.60 per pound, nor were any items declared on the High Value/High Risk Inventory Sheet.  The Claim for Loss (attached) indicated the oil painting and vintage tea table.  We deduced that the damaged painting was item #** and the Inventory Sheet (attached) indicates "PBO" or Packed By Owner.  Any items that are packed by owner are not subject to insurance coverage because we cannot ensure the condition or quality of packing when it is done by the owner.  Based on our agreement, we offered the following terms on an Indemnification Agreement (attached): no compensation for painting due to PBO and $50 for vintage tea table (above and beyond the terms of the $0.60 per pound insurance coverage which would have paid $6.00 if the table weighed 10 pounds).  Check #***** for $50.00 was cashed on or around November 28.

  Customer Answer

  Date: 11/30/2022

   
  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.
  ************ denies any responsibility. In their own claim form, someone was to come look at the damage. No one did. We, the customer loses in
  every aspect. I accepted the $50 because ********** gave me a limited time to accept their offer or it would be withdrawn. I didnt trust them to
  even send it because of their continual delay tactics. They can pat themselves on the back. The customer is always wrong even when theyre
  right!
  ********************

  
  
  
  
  

   

• Initial Complaint

  Date:09/28/2022

  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.

  I received a quote prior to moving my household goods at $450 per 100 lbs but while my household goods were in transit, the rate changed to $487 per 100 lbs.My car arrived in Maui port on Sept 12 but I was not notified until Sept 21. Company refused to take ownership of this and refused to pay the storage fees to my car and the rental car fees incurred while my car is akready available for pick up.

  

  Business Response

  Date: 09/29/2022

  Our company assisted the claimant in moving their household goods and vehicle from ********** to ******.  Based on a visual survey, the estimated weight of the household goods was ***** pounds so the quote was $450.00 per 100 pounds or $5,850.00.  The attached Order of Service also explains that the chargeable weight is determined by the actual weight or the cubic measurement, whichever is greater.  The increase in the rate to $487.00 per 100 pounds or $7,061.50 was caused by the increase in the actual weight moved and the cubic measurement.  The actual weight of the household goods was ***** pounds and the cubic measurement was **** (***** pounds packed in 390 square feet).  The cubic measurement affects the shipping cost based on the space it occupies.

  Our company paid $213.67 to the shipping company so the claimant was able to pick up their vehicle.

• Initial Complaint

  Date:08/04/2022

  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.

  A move from ********, ****** to *******, OR on 12/10/21. When the movers arrived, documents that should have been signed and in the mover's file prior to the move were handed to me. With little instruction and in my haste I seemed to have filled in the insurance forms incorrectly. I didn't understand it and left it as far as what was done on that day. I was not prompted on that day nor reminded later to be sure to complete that form. I later found that I was inadequately insured. ************ was paid $6,138.00 plus $500.00 insurance premium as well as an additional $258.87 to another carrier for the deliver of my household items. I thought I was insured for $25,000.00, but have only been offered $2,094.66 including $100.00 deductible for the many damages. Everything that was most important to me and most all of it irreplaceable sculpture. The moving crew consisted of 4 members and one member who packed my printer with ink inside and all of my sculpture and other precious things, boxed them without padding and indicated on the inventory as being packed by owner. I had emphasized to him of the fragile nature of these things and that I wanted him, the professional, to pack them. He never spoke a word so I left him to do his work trusting ************ to have an expert crew. Upon arrival and unpacking I was heartbroken. These as well as many other things were broken or damaged. Even today I am discovering missing screws from improperly rebuilding of furniture and a broken rung (?) on a wooden stool, a large splinter on my bed frame. Tape marks on picture frames and on a chest, et.al. One piece of furniture, an antique, was tossed out as I could not afford to have it restored. I am extremely sad about my losses and think *********** Global in ******** should share in the cost of those losses. **************** agent only contacted me a few times and as I related my tale of woe he only said that he would speak to the crew and reminded me to file a claim.

  

  Business Response

  Date: 08/08/2022

  The complainant was provided a letter from our company on October 25, 2021 with a section describing the insurance and another letter on December 10, 2021 describing the insurance options in further detail once the job was secured.  The complainant selected the option of "Protection with completed a valued inventory" for a total value of $25,000.00.  ************* declaration was processed through a third-party insurance provider - *********************************** Brokerage - and a certificate for coverage of $25,000.00 was provided by *********************************** Brokerage.  The complainant did not indicate there were any irreplaceable items on the "High Risk Items" addendum that she acknowledged and also acknowledged the "Inventory" sheet that lists all of the items that were packed by our crew and that were packed by owner (PBO).  The complainant submitted a claim to *********************************** Brokerage for the damaged items and their estimator valued the items at $2,194.66 and offered $2,094.66 after the deductible.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17672718
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  I was presented documents for my signature on the date of the move.  I was and still am, in the dark as to how the insurance works.  Why am I a co-insurer?  Why am I less than 50% covered?  What I was asking was less than the $25,000.00 total claim.  The most valuable items were sculptures and very difficult to prove their worth.  They were valuable to me alone.

  I was not given a copy of the inventory sheet at the destination.  I didn't understand the noted pbo until I obtained a copy at a later date and had a neighbor figure out the squiggles on that document.  I repeat that the packer did not pad anything that was fragile and then indicated that they all were packed by the owner.  He did the same thing with my printer.  He took the printer from me as I was about to remove the ink cartridges.  I said that I thought the ink had to be removed for shipping,  The packer spoke not a word.  As he walked away with the printer I pointed to the manufacturer's carton.  He took the carton and placed the printer inside, sealed it then marked it as owner packed.

  I had never used a professional moving company and knew how the industry works.  I trusted the agent when he asked for signatures as he assured me that he was very experienced at moving people from ****** to the same address in ******.   He didn't tell me that the moving company supplies boxes without additional charge and that the sum charged also included their packing of my household items.  Not being aware of this I supplied many boxes and plastic bins and packed linens, clothing and un-breakable household things.  When I learned that I could have left everything for the mover's crew, I stopped, left boxes open and some only partly packed.  They could have repacked in their own boxes, but they did not.  There was no damage to household items in the boxes that I truly packed.

  I do not feel that I was assisted adequately before nor followed up sufficiently after the move.   That agent should have made sure that I had completed the insurance correctly, not just prompt me to send it in. He could have pointed out and explained the clauses and be sure that I checked the right boxes.  I believe that the moving company should share in the short reimbursement for my claim as the total damages were caused by the lack of proper packing, a packer whom did not speak and improperly indicated marked the boxes and inventory sheet that I had packed these items.