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:01/11/2023

  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.

   
  Complaint: 18718093
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************arn pair of Glass hurricane 1 was shattered. I watched this owner drop a Rubbermaid box in the moving truck & tried to scoop up the glue gun, tags, glue sticks, electrical outlet and I don't know what else and he put it on the bottom of his two wheel cart and never said a single word to us about it! Our ***************** drawers have been scratched/chipped along the bottom of the fronts of them. He did not take care of our personal property as he should have. One comment was "when you have 10x more stuff then normal people". He was over an hour late arriving, he said he would come out & see everything the weekend before but only a phone call to tell us what time he would be there & then was late! He never asked us about anything he was only concerned about getting his ************** When he was running out of space in the 2 26' U-Haul's that he should up in along w1 cargo *** he wasn't sure what to do and then he said we take the kitchen boxes & leave the 3 exercise items,

  Business Response

  Date: 02/01/2023

  See attached doc

  Customer Answer

  Date: 02/08/2023

  I have attached the original letter of rejecting. and why we have rejected it as so many statements by him either had nothing to do with (flooring) or he has made up something that we did not say, or it did not come out of our mouths.  Please see the attached that I did 2.8.2023 I believe there were 4.

  We reject what he is saying because he is not giving correct information and he changes that he says every time he is spoken too.  1.  November 3, 2022, never took the piano and treadmill 2. January 4, 2023, received email from his insurance company stating that he had moved the piano, but no damage and that we requested to move our treadmill ourselves this is not true. 3. We did not give him any congrats great job because we were so upset with all the things, he left for us to deal with, so we were really angry with him not fulling his contract with us "******************** stated that he would take everything we would not be able to" and he left 4 loads for us to do that we could not really handle.  5.  He told us we had 10 time the stuff normal people do is an insult and rude!  Then he calls me a hoarder!  Again, insult and rude and not what a businessman would say to a client. BUT what I am confused about is that he saw every room, very inch of our house he was moving us from so for him to insult me is a laugh because it is him that did not estimate correctly and THAT IS ON HIM!!  So, Mr.  ******** cannot say he did his job, and he did not complete it!!! I am writing in response to the letter ******************** sent to you in response to our filing a complaint against him.  
  

  1.True: Lifeson moving
  2.We were joking with him about owning two houses, and I made the comment keep it as low price as we can! I think I even said what kind of deal can we get! Ha-ha!  We never told him we had a dollar limit or budget!  He did not ask either! 
  3.True: We did except the estimate, but it was based on the walk thru we did with him pointing out every everything he was to move from the 5 ***rooms with one being an office/studio for my home based business/the kitchen/the sunroom (1 pottery barn buffet cabinet/5 piece wicker furniture)/the dining room/living room main floor: piano/family room (sofa, 2 end tables, 1 sofa table, 1 coffee table, 1 pottery barn buffet cabinet/4 pieces of exercise equipment/workout wooden bench)/ closets/storage area of what he would be moving as we stated to him, that we have a weight limit on both my husband and myself as mine is 10 pound limit so that is not being able to handle much because of surgeries!
  4.False statement, customer change at the end of the load We did not ask for any changes it was ******************** that came to my husband and told him we they were running out of room, and he would have to decide what to take and leave.  ******************** said the rest of the exercise equipment or the kitchen boxes in the garage.
  It is true that his packers put these 30+ boxes in the garage, from the ***** and kitchen!  But because he did not stop at our home as he stated but called the night before, he would have seen everything boxed the weekend before the move! He could not have communicated with or to his packers, because they had been in our home on Thursday before we moved.  His lack of communication by not talking to them which I would have since he changed things up and didnt stop on Sunday evening on his way home from ******!  His packers came with no supplies but an open box from U-Haul with sheets to wrap, stuff in, and around items, but they used our materials and then left the box they brought in the living room.  Also, when they left everything was packed but the things, they said ******************** does himself for example: the 2 lamps in family room, any TVs, and framed things on the walls!  The packers saw all the rooms with boxes in them ready to go.  I also stated to ******************** that we purchased tons of NEW boxes to make this move, I should him my studio/office and wooden cube and that I had bought boxes that fit the cubes right down inside of them and I told him from where I purchased them from ********, (I showed ******************** all to him and told him the sizes and the numbers of boxes I had purchased!)  We stored them stacked flat in the living room, so he walked past them at least 5 or 6 times and also the 75 new boxes from U-Haul for hanging clothes, kitchen boxes for drinking glasses/***** jars/candles/, lamp boxes for lamps/linens/pillows/towels, etc..!  He said oh those are good boxes!  The rest of the boxes were my Stampin Up! boxes and for the last 5-6 weeks before the move I left any orders right in the box and stacked them in the dining room.  So, true I guess you can say they were used but they came well packed from the company. 
  6.False, that he talked to me and that I had to make the decision to take the 30+ boxes or take the 3 pieces of exercise equipment.  It was not my call as it would be my husband trying to figure out what he could handle.  
  7.As you see in the reply letter he says, she elected to delete some of the exercise equipment and send those boxes instead.  Yes, they brought up the 3 pieces of equipment for us and that was correct.  BUT as you read his own statement he said he didnt take the treadmill but it shows he admits he took it.  So, he has made a false statement to you, to the insurance company!
  8.He states in the reply letter, Other than the requested deletion, we moved everything they could not, plus about 200 of the 300 boxes.  He was hired to move everything we could not, but he did not because he ran out of room on the trucks. I provided the information he needed and showed him everything and he needs to stop call me hoarder, saying she has too much stuff then normal people and say I made a mistake in the number of vehicles!!  And it was not our choice to leave anything behind because he was hired and paid to move those items.  Because when we accepted his offer to move us, we saw him write things down and we told and pointed out what we were hiring him for.  We told him, The house would be empty when he got done. 
  9.Comments started coming up midway through the afternoon to my husband that they dont believe they will get everything in, and it proved out.  Thats when my husband had to decide on what was going to be left that he could handle with in doctor ************* The boxes that he loaded were loaded one by one into our cargo trailer the flowing days with the assistance of a 2-wheel cart!  Also look at point #**.
  10.Untrue that he moved everything that we could not because he was to take everything from master ***room, and he left a heavy cedar chest, our free-standing mirror, and the floor lamp.  He left the piano bench, light, and book holder (that he took off the piano), the vintage free-standing AM Radio, wicker rocking chair, and I can go on because we had to make 4 round trips loads in our cargo trail that is 8 x 12 to finish what he was told he would be responsible for taking!
  11.If you look at the ****s of the things damaged, you can see that it has had something hitting it or rubbing against it, so it was done during *********************************.False statement that I was told about using used boxes and the risk.  I do not know what DIY store boxes are!?  
  13.As for the **** Priority Mailboxes some were used boxes that things had been shipped to me in and never unpacked them and yes a few were new boxes that I had them for mailing items for my business and didnt want to pack them in a box and pay him to move it, so I used them and now I have unpacked them and am using them to ship items to my customers! 
  14.False statement they are free!  He does like to make things up!  This statement was never said by me. 
  15.False statement: that we did not let his packing crew complete the job.  They were there maybe 3.5/4 hours tops working took a smoking break and half hour lunch break, but I was charged for them taking lunch.  When they finished up in the basement, they came to us and said they were done, and they were heading out!  We said OK.  We were told that the packers charge by the hour, true.  We never set up a minimum number of hours with *********************  ******************** just said, the more packing you get done the less it will cost you!
  16.I am glad I packed a lot of our property even though I paid the price with my neuropathy and fibromyalgia.  Many of the boxes his packers packed are the boxes with damaged or destroyed property from riding in the back of the truck.  See attached photos.   
  17.False statement by ******************** that they did not drop anything because I did watch him from the doorway of the house into the garage and where they had the truck backed up to and I watched him drop a Rubbermaid box from my business I watched him scoop up stuff off the floor of his truck into this shattered tote and put it on the bottom of his 2-wheel cart and place many heavy boxes on top of it.  It contained an outlet strip, a glue gun, tons of loose tags, glue sticks, office items (like ********.) and I am not sure what else we did not get back.  ******************** was not the nicest guy to us, I feared him, and a couple of his employees to say anything to ******************** about what I witnessed, but I expected a man of integrity to say something to me which he did not!  So, for him to say we didnt drop anything is a false statement.  17 A.  Lets talk about the treadmill and how it got damaged.  All for corners, both handle on the outsides and the belt had slide halfway off.  This treadmill is extremely heavy!  My husband had walked downstairs and found ******************** with the treadmill on its side halfway out the sliding patio doorway.  He had it loaded on its side on a very small narrow flat 4-wheel cart.  It was stuck in the doorway, and he was trying to get it unstuck by himself, NO ONE was helping him. My husband assists him from the fear of having any more damage done to our treadmill.  Once they got it thru the doorway onto our patio (the patio was made of rough brick pavers) he left it on its side till the boys could take it off the cart and then they had left it sitting on the pavers until they were ready to carry it up to the truck!  Some of the damage probably occurred when he put it on *********** cart by himself, trying to take it thru the doorway by himself because it was very unstable **** said when he found him with it on this narrow very small 4-wheel cart he had under it.  When the repair company came to look at it, they told us this should have been taken apart, computer and arms removed and should have NEVER been put on its side no less on its side with these items still attached with a little clear wrap on only the computer.  So, this again is a false statement by *********************  So how did the other side get damaged I think it must have rub*** up against thing in the truck while it was being driving down the road.  Just a footnote a week after the move my husband ended up with emergency eye surgery to save his sight in the other eye and his no lifting no bending was extended another 4-6 months more until his surgeon released him.  So yes, it has been many months where he could not even start unpacking the mess, they left us in the basement.  My mom, dad, and brother would drive 6.5 hours round trip to help us unpack boxes for a few houses when they could but then my dad got sick and passed away in July.  So yes, unpacking has taken a very long time and we still have tons of boxes to even get to them and open and check them out. It has been a little over 8 months now and his sight is still not all the way back to 20/30 in both eyes.  My husband is upset that when starting to move boxes around that on a self-unit stuffed away a box that contained our recycled glass pottery barn tray that we used to display with a handmade cloth on it on our piano year-round broken in half (1 half solid the other shattered in tiny pieces.  It was obvious when he just started to pick up the box, he could hear the broken pieces inside and knew it was going to be good.  The box was **** with red tape that said FRAGILE all the way around it in several places.  He thinks that maybe who stuck it on the shelf thought they would not find it for a long time instead of acknowledging and bringing to us!  That would have been sympathetic to her plight if he had done that.
  18.Yes we are frustrated at the fact of the matter of this moving companies disregard for our personal property and I only know the denied insurance claim was for the piano and treadmill because we were still working on the list of damages we found as we opened boxes and found the items damaged or destroyed property I was told to inventory on their spreadsheet, well we still have many boxes to open!  I tried to turn this into them but because ******************** has changed his story from his statement on letter dated November 2, 2022, to the email on January 4, 2023.  November 3 letter say it is determined our insured did not move these items.  The January 4, 2023, email says
  ********************************** 4, 2023, 8:25 AM
  
  to Claims, *******, me
  
  Good Morning *****************,
  Thank you for your emails and for the information you provided. 
  
  After speaking with ******************* in reference to these items, he stated he did not move the treadmill per your request and it was stored in a trailer you had onsite at *************************************************** and then moved by you. 
   The piano has damage to the top of the fallboard per your photos.  Our insured stated this damage did not occur while the piano was being transported. 
   Currently there is no evidence to support the damage to the treadmill and piano occurred in transit.   If you choose to move forward with a claim through your own carrier, they may seek potential subrogation.   If you have any other rele***t information to support when and how this damage occurred, please forward it directly to me for immediate consideration.
  I have shown pictures of the piano the day of the move and there were NO ****s or damages anywhere on this piano.  ********************* stated above that says ******************** said, he stated he did not move the treadmill per your request, and it was stored in a trailer you had onsite at ************************************************** and then moved by you is a FALSE statement by *********************  How does he explain the fact that we have photos of it on the patio the in Williamsburg and photos of it in the new house in ****** and that his guys moved it per ***** request that night before they left the basement if they could move the treadmill for him and the one son and the black gentleman moved it where **** wanted it for him.  So again, they were the ones that moved it and that they moved it into our ****** house! Also, I sent photos to the insurance company showing them that we only moved 3 exercise pieces of equipment and pictures of the garage of how they left it in such disarray and the treadmill was not in the Williamsburg garage! If you read his response to the BBB He states some of the exercise equipment so again he has admitted to taking the treadmill. So, please explain that the insurance company said in this email from above ******************** said, he stated he did not move the treadmill per your request,and it was stored in a trailer you had onsite at ************************************************** and then moved by you well that is a FALSE statement by ********************. Because he tells you in his response to you, the BBB, that he moved some of the exercise equipment and what they could not move they carried it upstairs to the garage for us to move that week. I truly believe that the piano was damaged in transit along with the other items like ************************* drawers!  Along the bottom shows ****s like something was rubbing against it or moving back and forth against it as it was being driven down the road with very high winds and 70+ mph. It explains why so many things happen in transit and isnt that is why he has insurance. ******************** clearly shattered the business Rubbermaid tote. It is funny that the day he gave us the estimate he commented on the piano after he played it and said what a beautiful piano and how beautiful and well-kept it is. So why would someone say that if it wasnt true!
  19.It is just another bulling tactic by ******************** and that is what he was like the day his company moved us.  If he didnt want the job after he saw every inch of the Williamsburg house, then he should have said I dont want the job but that was not what happened. 
  20.False statement by ******************** I have never said anything about floor damage and again I dont know what he is talking about sending pictures of the beat-******** of the floor a week before the move!  I have NEVER spoken to him or sent pictures of flooring to him!  He does have us mixed up with someone else.  So, as you can see you really cant believe what he says.  I have attached all the text messages to him and from him and there is nothing about flooring.  I do not know where this is coming from.  It is a false statement by him.
  21.False statement I was not closely watching them or supervised the placement of items. When we arrived, ******************** was already here and had the truck backed in the driveway and open ready to get moving things in.  They did ask a couple placement question for the main floor and either **** or I answered them.  I do have video of them asking me where to put the piano in our new home in ****** ** and I told them where the queen *** was to go, and the twin *** was to go but they could not set up the queen because they had not brought all of the *** parts, we did not have the box spring for that *** or the foot board.  Again, something they were told and hired to move. I had to sit in the living room and just watch them go in and out but once they stopped upstairs and they started moving thing into the basement, I could not go downstairs because of my neuropathy and bad knee issue and several months before we moved, I had total knee replacement on the right knee. So, I stayed upstairs till my husband asked me to come down and talk about where he had placed thing in the family room.
  22.False statement by ******************** I would have never told him to put kitchen boxes in the basement because **** nor I would have been able to carry them upstairs nor could we have done the stairs!  We had a dining area and living room to have put all the boxes for the kitchen in so we would have not told him to put them downstairs that makes no sense. ******************** must have dreamed that up to make sense to him because it makes no sense to me or my husband!  He mixed up so many of the boxes and just put everything together because that make it easier on him and his crew. 
  23.False statement that they asked us if it was ok to have them stack boxes head high! Again, he is dreaming up things in his head! We would have said, no, no, no we cant lift them to unpack them with our weight limits. They brought the boxes in to the house through the walk out basement and they stacked them as high as they could go on the 2-wheel carts (probably to save trips up/down the side hill to the lower lever to *****************).  We have a **** square foot basement and in the square foot is a family room, full bath, large ***room and large storage area!  The family room only had a buffet/TV stand and 4 shelf units (which they left the pegs in the units, and we have lost most of them so we cant put up) the sofa and treadmill! There is a huge ***room with a king ******** and box spring up against the wall because they left the frame in Williamsburg so they could set up 2 of the ***. The rest is unfinished storage area but that is where they dumped everything, and it was and is still a huge mess they left us to untangle. On top of that they blocked in the electrical box and the sum plump which was not a very smart thing to do to new homeowner because we tripped a breaker that was for the basement and living room/kitchen and could get to the electrical box to trip it back on.  My husbands surgeon still had him on a no lifting, no bending over, or he could go permanently blind in that eye. 
  24.False statement: This statement she expressed much appreciation for the work and mentioned this was a job well done.  Was never, I repeat never said to him because those words never came out of my mouth because I was fuming about all the things left in Williamsburg that he had been told he would be moving and didnt.  That is another reason we hired them to move us as you can see health wise, we could not have done the move ourselves.  I had spoken to a couple other moving companies, and I would have gone with one of them if he just said no, I dont want the job. He did a horrible job.  
  25.I really dont know how he could say this to me when in a text message from him two days after the move April 20th, he texts me If youre going to be obnoxious to me then please delete my number.  Then I texted him how upset and how much pain I was in and how I couldnt walk or open my hands and could not feel my feet, but I had to drive to Williamsburg for another load he left for us to handle because he screwed up and could not be a man an admit he missed the **** on the number of trucks he needed.  But I was the one who is pay the price for his s**** up!! I am still in a lot of pain; it keeps me up and getting no sleep! I developed tennis elbow and trigger thumbs on both hand all because I had to drive 3.5 hours round trip, load, and then unload, he had been told what was up to him to move.  So, as you can see, I would have never given him any complaints with leaving 4 loads behind. 
  26.False statement again they were NEVER that needs to be repeated NEVER sympathetic to either of us they were bullies! He says, I gave you a ************ 2 trucks of stuff.  We did that.  I said we will get everything you cannot get by yourself, we did that except for the switch you made at the end of the day to take the kitchen boxes and leave the exercise equipment. BUT we should not have had to make a choice about anything because you were hired as you stated, to take everything we could not.  If you had jested stopped like you said (again not a man of his word) you would the weekend before to check thing our you would have seen everything!  We found out that you had driven past our house twice on Sunday moving someone to ****** this would not have been a problem, also showing up an hour late didnt help matters either, but it has turned into a horrendous problem he forced on us and ******************** doesnt even care, if he did have some sympathetic he would have told the truth to the insurance company and not be saying thing at are simply not true but he walked away with his check in hand.  He told his insurance he would not file a claim for anything.  I would not be living in great pain most of the time either if he had done what he said he would do take everything we could not and be a man of integrity but he is not so very sad.  He said in this reply to the you (BBB), It is not our fault she has so much stuff! There is a very real emotional and financial cost to hoarding, but it is not the movers fault this is so and he also texted me on 4.21.2022 again stating, I did exactly what we said we would.  I understand youre frustrated because you have to much stuff.  That is not on your movers.  There is a very real physical emotional and financial cost to having roughly 10 times the amount of stuff most people do.  What an insult this is from a businessman!  He saw my 10 times the amount normal people have, and he saw what he called me A hoarder.  He puts me down with insults so he can feel better and not take responsibility for his s**** up. But he was the one to give the estimate!  He was told everything he would be moving and yet that did not happen! 
  **.His packers packed liquids in numerous boxes resulting in one of the boxes had a plastic gallon of popcorn oil that got a leak, and we were told that no liquids could be packed in the boxes going with the moving company!  They had just thrown containers, lids, pans, miscellaneous thing in and my DeWalt hand vac on top of all that, I am so lucky that when they discovered the leaking box, they threw it out of the back of the truck, and it hit the ground and landed upright, and my vac was not damaged but here again his packer's packed liquids and they knew they were not too. Also, the packers just thru things in these new boxes without packing paper or bubble wrap so that is why things were damaged and destroyed in the drive to Ankeny in the back of the truck.  They also were pushing things in as much in the truck as they could, and we never saw them use moving pads or blankets there was a ton of them put in the cargo *** they had with them, but we never saw any on the driveway of the new house.  They would also explain how things got scratches, rubbing ****s, damaged and destroyed.  They would wrap some things in shrink wrap but that doesnt protect anything. That is what they used on our dressers.  My cupboards, but they were not protected, and my studio shelf units backs came off, modular mobile chests that are all scratched up on the tops and I can go on things sitting on top and moving down the road will scratch them like they did and no protection but clear wrap around the middle.
  28.The fact that there was no mention of 2 trucks and that they would 26 feet long and from U-Haul was a problem first off.  NEVER told this information.  If he would have come to us and said, can you run us to ********** and get another truck, we would have been happy to do that, but he didnt say a word other then we are running out of room and again we would hear we are running out of room. 
  29.Again, his packers were packing in the kitchen and I found my Desk Neat box in my office so I took it out to the kitchen and gave it to the mother packer and said Here is the Desk Neat to pack in it original box and I had the Desk Neat and my Dymo double label maker in a tube together and the Neat Desk had a picture of it on the box also and one of them packed the Dymo double label make in that box and the lid is snapped off and one of the reels is missing along with it cords and they were all in the tube together.  **** finally found the Neat Desk in a random box, but the cords are missing for that machine also.  I have no idea why they packed the way they did, and I gave her the box so I was totally confused when I opened it and it was the Dymo it is very upsetting because I cant use either item for my business. 
  30.I purchased weather sealed large totes to store my fabric in and my Longaberger baskets and because they stacked as much as they could as they drove down the road those boxes and boxes were damaged so they will not lock, and seal shut any longer.  Frames in boxes again that their packers packed, and the frames are busted in half for a cross stitch item, the boys handprints. 
  31.What would we like to happen is he be a man of integrity and make us whole by repairing our damaged property that can be, replace our broken property, and pay us for the thing that were unrepairable and/or they are no longer available to purchase.  I just want to be put whole again!  We hired this company to move us and be honest and protect our property as if it were theirs but that is clearly not what happened.
  32.We have no choice but live in this mess and every box we open it scares me because I do not know what I will find! This is not his personal property so apparently, he doesnt care.  We found candy wrappers, pop bottle left in the yard and porch from his crew at both houses.  The house in Williamsburgs stool in the basement had been used and was clogged and they didnt even come and tell us.  This was a brand-new stool and it had only been used to flush to make sure it worked and didnt leak and yet another thing they could not be honest about.
  33.Lifeson moving had been referred to us from our realtor.  That is how I got his name.  After the move I did contact her as we started finding broken damages inside the boxes and she told me she had used him too to move her mom and had the same problems we had had with him.  He commented she didnt know what was going on with him, but he was not the same person, and she was very disappointed and upset with what had happened with us!  ******************** got his money and got on the road home and that is all he was concerned with!    
  
  
  

  
  

  Business Response

  Date: 03/03/2023

  See attached doc