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Business Profile

House Movers

Rocket Van Lines LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/19/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 8/17/24 we hired rocket pro movers to move 1 1/2 storage units to our new home in ***************. We met the two Penske moving trucks at 8:30 am. It took 4 movers 6 hours to load with my wife and I loading large power tools on trailer our self. We did notice that they were taking great care of our possessions to the point that so much extra time was spent on wrapping and loading and unloading one box at a time wasted at least 2 hours. So many times I wanted to say something to them but it felt like we were being held hostage and I should not say anything. They also charged me $400 for moving a safe from storage unit into house and safe weight was way under what they billed me for. When you pay $420.00 an hour you would expect all men to work hard but the younger one of the 4 man crew did so much less work and just ignored what the lead man was asking him to do. They asked for $275. Security deposit which I paid with cc, the night they finished they asked for payment which we paid $5896.89 by check which was our final bill we were told. Next day I received updated invoice that came out big surprise exactly the $275.25 that I had paid as security deposit. I feel they used every way they could to slow the process down to earn more money. They even used Penske trucks that could only do 40 and 45 mph per drivers for extra 1/2 hour drive time. I feel that rocket pro movers should have to repay us for 2 hours of work at $420.00 plus $400.00 for safe and my $275.25 deposit *********************

    Business Response

    Date: 08/19/2024

    Good Morning ****,

    We are sorry  that you were charged the extra $400 for moving your safe. As your safe was added into your hourly rate.    We will be refunding the $400 to you.  **** will be reaching out to you to see how you would like for us to refund you.      Thank you for bring this to our attention.

    Thank you

    ****

    Customer Answer

    Date: 08/20/2024

     
    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,

    *********************

Rocket Van Lines LLC is BBB Accredited.

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