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:09/14/2023

  Type:Order 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.

  In July we contracted with Merchant Moving to move our residential items from ***** ***** to ************ *******. We utilized the Atlas Assured Price Protection Program which is a binding total charge estimated on weight. Which means regardless of actual weight, the surplus weight cannot be charged to you. Our actual weight turned out to be higher than the total binding weight. In *****, the moving packers took apart our ************************************************** the moving truck. I was told that once delivered in ************ the furniture would be put back together. When we arrived in ************ we were informed the furniture would not be put back together since it was being delivered to a storage facility. When I expressed my concerns to the coordinator about not having the furniture put back together she apologized for not explaining what happens when you move from a house into a storage facility. The coordinator then offered to have someone or reimburse us the cost for someone to put the furniture they delivered back together. However after we did not agree to pay for the additional weight or spilt the cost of the additional weight she informed me they would not pay to have someone put the furniture back together. The coordinator committed to paying for our furniture to be put back together and it was not conditional on us paying more than the binding agreement. Thus we want to be reimbursed the cost of putting the furniture back together.

  

  Business Response

  Date: 09/25/2023

  Thank you for taking the time to share your experience with Merchants Moving. We apologize for the inconvenience and stress that you experienced during your move from ***** to ************. We assure you that our team is working to ensure that this does not happen again in the future. We appreciate your feedback and appreciate the opportunity to make things right. As per our recent correspondence we will be sending out a representative of the company to meet with you at your storage unit and address your concerns. They will be helping to assemble items & rearrange the unit while also helping to note any transit related damages so that you may make a claim if necessary.  Any items that do not fit back in the storage unit we will deliver for you free of charge to the garage of your temporary housing. We hope these additional efforts will help when considering your overall experience with Merchants. Thank you again for allowing us to be your movers! If you have any questions or concerns about the information provided please don't hesitate to reach out. 

  Thank you again for your feedback.
  Sincerely,
  *******************
  General Manager

  
  

  Customer Answer

  Date: 09/25/2023

   
  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.
  
  Sincerely,
  
  *********************