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:08/06/2024

  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.

  I am writing to file a claim regarding the service provided on August 2nd. I had movers scheduled for Friday morning to move from the suburbs to the city. When I initially called for a quote of $567, I spoke with *************************. I informed him that I had a reserved window for the freight elevators at the destination from 8 AM to 10 AM and requested that the movers arrive by 7:30 AM. This was acknowledged, and ***** assured me he would note it, with witnesses able to attest to this. On August 2nd, despite my repeated attempts to communicate with their team, the movers did not arrive until 9:30 AM, two hours late. This delay caused us to miss our reserved elevator time. We then agreed that the movers would return to complete the move from the suburbs to the city. This task took only 40 minutes, as documented on video. I had explicitly informed the second sales representative that I needed the movers at my apartment by 4 PM. Nevertheless, they did not arrive until 5 PM and were only there for an hour. When I received a bill exceeding $1400, I was appalled. After multiple discussions, the amount was reduced to over $1200, still more than double the original quote, despite the errors being entirely on your part.

  

  Business Response

  Date: 10/02/2024

  Will be issuing findings 10/02/24

• Initial Complaint

  Date:08/02/2024

  Type:Billing 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.

  - Date of transaction: 7/1/2024 - Money stolen: $250 - Issue 1: Deposit non-refundable despite never being told until service was not rendered - Issue 2: Intentionally misleading quote. Movers arrived and informed us before they started moving that whatever I was quoted would be multiplied 2-3x. We were quoted $800 for the move, and the movers showed us that THEY were quoted over $1,200 for the move.- Issue 3: Safety. Their vehicle was smoking from the hood when they arrived. The movers requested for us to wait for over an hour for another truck to arrive. No other truck arrived, and the movers left in the very same smoking truck to their next job.- Issue 4: Business states they're located in *****. Movers informed us that they're located in ********** & do not have a ************* They simply say they do so they can charge more for mileage.- Issue 5: ******************** ignored all evidence presented and denied claim after a month of zero communication.- Issue 6: Lack of customer service. Representative on the phone refused to answer any question directly, needing to pause to "talk to the manager" in between each question, but when we requested to speak to the manager ourselves, the manager mysteriously disappeared.

  

  Business Response

  Date: 08/15/2024

  We have addressed the issue with the letter attached, and have closed this dispute.

• Initial Complaint

  Date:08/01/2024

  Type:Product 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: 22077158
  
  I am rejecting this response because:

  This does not include compensation for the 3 broken items ( 2 book shelves , and electric couch)

  We purchased the insurance they offered in the amount of $75 just in case any of the items were damaged or broken. 3 items were damaged and broken . Please see below for the purchase links for the items reciepts. 

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

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

   **********************

  
  Photos of the items were previously sent to claims and available upon request. While we may not receive a full refund I feel that compensation is reasonable . 

  As far as the funds for the over charge. We do want them back as well. As they should have been immediately returned. However we dont want the case for the damaged furniture closed in conjunction with the acceptance of the owed money for the over charge .

  In summary. Please return the overcharged funds. BUT please keep the claim open for the restitution on the 3 damaged and insured pieces of furniture. I appreciate your help with this and look forward to resolution on this 4 month matter .

  
  Sincerely,
  
  *********************

  ed, disappointed, and disgusted in them taking my money and running.When they are looking to take your money its an easy smooth transaction, but when they make mistakes they they have ADMITTED to you have to send email after email get no response then call to follow up where the only response is send an email . RIDICULOUS.

  

  Business Response

  Date: 08/02/2024

  The refund $155.22 has been approved and scheduled for deposit by 8/5/24.

  

  Business Response

  Date: 08/09/2024

  Responses sent to custom r on his issues.   Follow up in 5 business days for response

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22077158
  
  I am rejecting this response because:You don't often get email from ****************** Learn why this is important
  Hello I would like to report this issue is still unresolved. The refund for overcharge has not been received .
  
  All that was offered for the damage to our property was $23 . We purchased up to 5k of coverage for $75 . The $23 dollars is simply insulting . The response from the company is they are not responsible for items over 3 years old ?  Our couch was over $1200 when purchased and worked fine before the move , one bookshelf was over $100 the only thing they offered was $23 for the cheapest item .  I feel scammed by the insurance, under appreciated as this move was months ago . And very frustrated that they would break our items , not take responsibility, and over basically nothing for restitution.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/02/2024

  Status - $155.82 refund issued via check 
   
  Determination Letter issued - details 
  item: *************** Sofa: DENIED - IRS 3 year depreciation schedule (determined from date of purchase 2020) places valuation at $0.
  Item: Designs2Go Wall Unit - DENIED IRS 3 year depreciation schedule (determined from date of purchase 2019) places valuation at $0
  item 5 Tier Shelf - APPROVED -  $21.51.  
  $21.51 offered as settlement amount -  was turned down as customer is demanding more money..  He has been advised that our original offer stands.
  ; 
  respectully submitted, ,
   
  ****** ******* ARM CRM MBA
  Claims Manager
  Claims Department
   

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22077158
  
  Rejected due to the following :

  As Ive stated to the company repeatedly not only did they over charge me and force contact to BBB for resolution and a simple response, they broke three of my items $21 is a slap in the face and doesnt account for the cheapest  damaged item . Two bookshelves in total value of over $125 were broken , and my couch with a value of over $1200 was broken. Insurance was purchased to alleviate this specific issue. 
  

  This resolution is insulting , and the whole fiasco has been a comedy of errors. The company did not hold up to its end of the agreement. The expectation of replacing those 3 items for $21 dollars is ridiculous and rejected.
  

  I ask this question if you were moving , purchased insurance, overcharged, and had to go to the extent I did for a simple response. Then presented with a laughable minuscule sum not even a fraction of a fraction of a fraction of items cost would you be satisfied with the outcome? 

  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/24/2024

  Type:Product 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: 22040400
  
  I am rejecting this response because:
  
  1. It took your team 4 days to even respond with information regarding how to file a claim when they were contacted the day after the move. No information about a 5 day requirement or any timeline requirement was shared at that time. I have time stamped photos to reflect which have been shared in this complaint as well as directly to the company.

  2. Damaged items were found on scene & on site movers were notified, aware, and removed the items they damaged. The notice of intent to file a claim and items being damaged is also in the text messages provided to the company immediately after the move. It is not the customers responsibility to ensure they follower their employers protocol of filing an incident report especially when this was not expressed as a requirement prior to the move.

  3. Response email from the claims department (attached) explicitly states 30 days from move date to submit the claim. Email has been shared in this complaint as well as directly to the company.

  
  Sincerely,
  
  *************************

  updates, after multiple times trying to contact I get confirmation they have what they need & are in the process of the investigation.After multiple time reaching out without response for an update so I call to speak to someone to escalate. Claims team says investigation on hold for missing info, the same info that was confirmed received. I resend it as well as forwarded the original emails with their confirmation.2 months go by without response & having to call the office multiple times just to get someone to reply before getting my denial. Details say the movers were supposed to make note of damages via report on site (they didnt) & there is a 5 day window to report although my email directly from the claims department says 30 days. My intent to file a claim was clear in my messages right after the move but no one responded for days to tell me the process in how to do so.They also owe me a refund for new wardrobe boxes I purchased that werent provided.

  

  Business Response

  Date: 07/25/2024

  Dear customer, as determined and presented to you in the claims denial... 

  Your items were delivered to a storage facility as per your instructions.  All furniture was shrink-wrapped before your move.  No damage was indicated upon receipt at the storage facility.  The notification of a suspected loss was received past the specified reporting date, as shown below.

   

   23. PROPERTY & FURNITURE DAMAGE LIABILITY Your property and furniture will be inspected by the movers for any apparent pre-existing damage during the move. If you have any knowledge of pre-existing damage, you are required to notify the movers before they start moving. If any pre-existing damage is found before or during the move, the movers are required to complete a Liability Release Form. If the movers cause damage to your property or furniture, they will fill out a Damage Report before leaving the job site. Please take the time to inspect your property and furniture for any damage prior to the movers departure. Once the movers have left, your burden of proof *** be more difficult in filing a claim.
  24. CLAIMS You must inspect your furniture and report all damages on the job site before your move is completed. Claims must be filed with the company in writing within 5 days of the date of delivery. A successful claim for loss or damage *** depend on your having written an accurate description of the loss, pictures of said damage on the inventory, or bill of lading (on the mover's copy too). Unless you note the loss or damage on these documents, your burden of proof *** be more difficult. In addition, your mover's liability *** be less than the value of your goods. According to law, movers are not liable for the full value of your property unless you pay an additional charge for that protection. Please call our office to speak to a representative regarding your protection options. We have the right to inspect and repair any alleged damage, and if we are not able to do so, we have the right to hire a service professional to make the repairs. 

  

  Business Response

  Date: 07/25/2024

  Dear Customer, if you'd like to request reconsideration of your claim. Please do so by making this same request to *********************************

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22040400
  
  I am rejecting this response because: Ive already responding to your initial denial with the same information showing your email stating I have 30 days to provide the information as well as your team taking multiple days to even provide me the information on how to process a claim and youve yet to follow up.  Which is to no surprise because I have records from months of trying to get updates from you without response only to have to consistently call the office in order to have someone escalate directly to you and force you to reply.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/18/2024

  Type:Customer Service 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.

   
  Complaint: 22007667
  
  I am rejecting this response because they never showed up after repeated calls  ghosted me and left me stranded. What is there to look into. *** talked to many people at this company and they just run me around and never follow up. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/18/2024

  Hi ****, we are looking in to this matter and in the event we canceled the job on you, you will get a refund of your non-refundable deposit. But in the event, you decided you no longer needed our services that day then the non-refundable deposit would be non-refundable. Please allow us to touch base with the dispatch manager at that location to confirm the situation. 

  

  Business Response

  Date: 07/18/2024

  Hi ****, yes we heard back from the dispatch manager at that location and due to short staffing we were unable to make your job. We will be refunding you your deposit. 

  Customer Answer

  Date: 07/18/2024

   
  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,
  
  ***************************

• Initial Complaint

  Date:07/02/2024

  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: 21932917
  
  I am rejecting this response because there has been zero solution thus far provided to me to resolve this! 
  
  Sincerely,
  
  ***************************** one of them had to buy a phone charger because their phone died. I was super anxious because they had just been driving around with my stuff. Then upon arrival and taking the items out of their truck I realized the broke my son's crib. I was given a quote of $1,200 and an estimated move time of 3 hours and then told I would have to pay $2,400 when the truck arrived at my house.

  

  Business Response

  Date: 07/18/2024

  Hi ********, 

  Please respond to the email the claims department sent you today regarding this complaint. 

  

  Business Response

  Date: 07/29/2024

  Hi ********, we can not help you unless you complete the claim details via email. We received you're email but only with a very vague request. Please do provide all of this information here in your claims response to that email. 

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21932917
  
  I am rejecting this response because the business is claiming I did not provide details of what took place and I've already emailed them multiple times with details from the moving day! 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/30/2024

  Hi ********, again we still have not received a detailed complaint from you. Please try again. *********************************

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21932917
  
  I am rejecting this response because they keep writing that they have not received a detailed complaint! I will send it again, but this will be my final time emailing them about the details of my move. 

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/30/2024

  Thank you ********, once we receive the detailed complaint we can respond with a determination after investigation of the claims and concerns made. We will also respond with that same information here as well. 

   

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21932917
  
  I am rejecting this response because I am waiting on their response...still havent received one yet regarding what actions will be taken.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/02/2024

  Summary

  Initial Contact letter and claims forms have been issued to customer.

  Follow up written for 10/9/24

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 21932917
  
  I am rejecting this response because, there has not been any resolution and they are asking me to complete forms from many months ago. I am tired of this back and forth, they need to provide funds back for my broken items.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:07/01/2024

  Type:Product 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.

  I am 81 years old and needed to move. I called several moving companies and got a reasonable estimate from this company. They required a $250 deposit by credit card over the phone. When I when I contacted the building, I was moving into, which is housing for seniors, they said this company was not approved for moving into their building. I called Coffey **** back and was told the deposit was nonrefundable. I dont know why the company was not acceptable. I filed a claim to get my deposit back and received an answer that it was nonrefundable. I think this is taking advantage of seniors by giving a fairly low estimate and then not being an approved company for senior housing.

  

  Business Response

  Date: 07/15/2024

  Hi *******, 

  Attached is your signed credit card deposit form, acknowledging the non-refundable deposit you made. 

   

• Initial Complaint

  Date:06/29/2024

  Type:Order 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.

  My name is ********. I hired Coffey **** Moving to move my belongings from **************************************** to Cube Smart Storage on ********************************. Initially quoted $427.25, the movers, ****** and another gentleman, upon seeing more items than expected, increased the fee by $75. The move began at 5:24 PM and ended at 7:50 PM. Upon arrival, ****** demanded an additional $862.13, totaling $1122.13, citing extra hours and other unspecified fees. This increase was surprising and not included in the original estimate.Reluctantly, I agreed to pay the balance. ****** required a photo of my partners ID and credit card, which my partner sent. ******* superior rejected the Nigerian passport, deeming it a red flag, forcing us to pay via Venmo, CashApp, or Zelle. This refusal based on nationality was prejudiced and unacceptable. My partner has legally resided in the U.S. for over a decade.I paid $862.13 via Venmo to "Shptime ******." ****** asked for a direct tip, which I refused due to the price increase and prejudice shown. He threatened to charge for 4 hours of unloading instead of 2 if I didnt tip. I refused and assisted with unloading. During the move, ****** prohibited me from using the companys moving equipment and left without completing the job, leaving my belongings in the main lobby of the storage facility.I called Coffey **** to file a complaint, and the sales representative falsely claimed I asked the movers to leave. As a small-framed female moving to a new area at night, it was unsafe and illogical for me to request their departure before the job was finished, especially after paying in full.I am requesting a full refund for the incomplete service. I paid $1122.13 for a complete move into the storage unit, which did not occur, rendering the payment unjustified.

• Initial Complaint

  Date:06/18/2024

  Type:Customer Service 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.

  We hired Coffey **** movers and put in a claim for all the dings and scrapes they put all over the house. They have never paid us any compensation, or came back to fix the issues. Ive sent them several emails, pictures, claim forms. But they never have dealt with it. *** called several times and they keep sending me to a voicemail and nobody calls me back. This has been going on since November 2023.I tried to attach the original email, but because it has all the pictures, it would not attach. So I attached a couple emails of when I finally got the form and filled it out and then their response. The furniture was not oversized and even the movers themselves took pictures and said they would come back to fix. They never did come back. Plus, they lost a box of tools And never came back to return the box.

  

  Business Response

  Date: 10/02/2024

  Summary of claim actions:
  Sent out good will offer of $75 with release letter as of 9/19

  9/30 - customer refused offer, countered for more.

  10/01 - advised customer it was the final offer.

• Initial Complaint

  Date:06/11/2024

  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: 21831684
  
  I am rejecting this response because: Ive been dealing with your  pathetic claims team since March. You know **** well that you have a receipt with my name on it. I am documenting this response as I have every other communication and will provide it to my attorney 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/13/2024

  Dear Customer, 

  Do you have a move job number? The BBB profile name you are using does not match our service records. 

   

  Customer Answer

  Date: 06/14/2024

  All of these items were included in my original quote yet I was charged extra for all of them. This includes every item including materials note the protection plan that I was also told was included in the quote. They charged me again for that and will not reimburse me for the bed frame they broke during the moving process. 

  

  Business Response

  Date: 06/18/2024

  Dear Customer, 

  We apologize for any inconveniences and service delays as we work through our peak season demands.
  
  Please understand we investigate all claims and complaints and process those claims/complaints on a  "first in-first out" order. We are currently experiencing peak season demands. Some more involved claims may take longer than expected for processing. Rest assured we will get to your claim/email/complaint as soon as possible. The ICC Movers Liability is described below. 
  
  
  Mover's Liability:
  As stated in the Illinois ******************************************************* has the right to inspect any damaged property before settling a claim. Be sure to keep the damaged property and do not have the damage repaired or replaced before consulting with the mover, or it may jeopardize your potential settlement. Movers must acknowledge written claims within 30 days and act on them (that is, pay, settle or deny a claim) within 120 days." 
  
  
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21831684
  
  I am rejecting this response because:
  This is the exact same response you sent me via email two days after I submitted the original claim in March 2024. You have not provided any valid explanation of your reasoning for doubling the price of my move and holding my belongings ****** until it was paid, and you have made zero effort to make good on compensating me for the damage that your movers caused. This issue will not go away ***. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/03/2024

  Investigated into claims - issued denial letter 08/12/24 advising denial of claims.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 21831684
  This company has indeed denied my claim. However, they havent provided any legitimate explanation of why I was charged more than double the amount that was reflected on the quote, and why they wont reimburse me for the property that their employees damaged to the point that it cant be used. Amongst several issues both legal and ethical, I am working with my attorney and the *** in order to hold this company accountable for their illegal business practices