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:05/18/2024

  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.

  Hello and I was hoping the claim I submitted would be completed with urgency. Unfortunately, I have not heard from this company. My bed was broken on April 25, 2024, by movers of Coffeybrothers. Not only did they break my bed but did a bate and switch on me with the moving price. I was quoted ****** and paid 3000k.I want my headboard replaced as soon as possible and money returned from that bogus price switch.Here is the thing, I don't want the run around as I have seen with online complaints about this company. I have been waiting for a response it has been a month. Please help. I would rate them a zero being the worst. Thank you. *****************************

  

  Business Response

  Date: 06/03/2024

  Hi *******, 

  A claim determination has been made and an offer for damages was made to you in which you declined. If you'd like to resolve the claim, please accept the offer and determination by signing and scanning back the release for payment. 

   

  Thank You,

  Claims Department

  Customer Answer

  Date: 06/03/2024

  Complaint: 21731733
  
  I am rejecting this response because: I decline the offer from Coffey **** as they offered me ***** dollars for a ******* dollar bed on top of the fact that they baited and switched me on the move estimated to me ****** to *******. I will not be accepting this offer from Coffey. 
  
  Sincerely,
  
  **************************;       

  

  Business Response

  Date: 06/03/2024

  Hi *******, I'm sorry we can not compensate you for more than you selected coverage options. 

  Customer Answer

  Date: 06/04/2024

  Complaint: 21731733
  
  I am rejecting this response because: This response is unacceptable. Lets proceed with going to the attorney general's office.
  
  Sincerely,
  
  **************************; 

  

  Business Response

  Date: 06/13/2024

  Again, I'm sorry we can not fraudulently alter your selection of coverage after your moving services have been performed. 

• Initial Complaint

  Date:05/18/2024

  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.

  We've moved quite a bit because my husband is military, but now that he is a disabled veteran we can no longer handle these moves on our own. The job was to move my things from my old house to their storage and then from their storage to my new home. The pick up was on 5/9 and the drop off was on 5/15. At my old house I was charged for 15 wardrobe boxes at $25 a pop even though 6 of them belonged to me - and they still managed to leave hangers and several coats in the closet. One of the movers broke my candle stand and didnt apologize. It was raining steadily this day and I was back and forth in and out assisting and answering questions with my umbrella in tow. I sat it down for a few minutes and when I turned to look for it I see that one of them packed my umbrella in a wardrobe box. Prior to my move I sent pictures and gave a full explanation of my items including the moving of a safe and large wardrobe. A 4 hour job turned into 12. They should have advised me about all these extra fees for time and materials when they saw I was exceeding the quote. I called mid afternoon to speak to a rep and complained that Im sure they misquoted me and that I initially requested them to come out and give a proper quote in which he replied, we dont do in-home estimates due to Covid. REALLY???? In 2024 but not one the crew members were masked or followed any COVID-19 protocols. The ************************* pressured me for larger tip based off the spike in the price and I almost felt obligated to do so because they had all my possessions on their truck. Upon returning my items, two men from the original crew came to the second job. This crew worked a little faster and they seem to be a little more understanding and attentive. They even complained explaining to me that the first time I had the ***** crew and they even joked about how he charged another customer over $3000 for materials.

  

  Business Response

  Date: 06/03/2024

  Dear *********, 

  After investigating your concerns and using the *** tracking and labor warehouse records/times, we found the bill was shorted and you still owe for labor handling on the outbound storage of $338.25. At this point we can not offer any compensation or resolution until the final bill is settled. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21729817
  
  I am rejecting this response. Any adding insult to injury to say I owe them more money is just wrong and predatory of the business. 

  Coffey **** Estimate: $2429.27
  Coffey **** Actual Total: ******** plus $500 tip
  Accurate Total: $5598.77 (12 hour job + materials)
  
  42807-2
  Coffey **** Estimate:$1443.75
  Coffey **** Actual Total: ******** plus $400 tip 
  Accurate Total: $2232.00 (8 Hour job but it should've taken 6)
  
  
  Attached is a materials list of charges, and I detailed what boxes I actually have in my possession. Price adjustment reflected in my calculations above. 
  
  One example is I was charged for 15 wardrobe boxes at $25 a piece and not offered the opportunity to rent the boxes at $12 a piece and they still managed to leave hangers and several coats in the closet. Note that six of the fifteen wardrobe boxes belonged to me, 
  
  One of the movers broke my candle stand dropping it right in front of me. He said ooops. ***** even apologize for breaking my candle stand. I asked specifically for it to be wrapped right after. About an hour later I stated to them that even though it was broken, I still wanted the item. When nobody replied or acknowledged my request, I asked again and the mover that dropped it said We heard you! How rude! I sent pictures of this broken item in my first claim.
  
  Prior to my move I sent pictures and gave a full explanation of my items including the moving of a safe and large wardrobe.  A 3.5 estimated hour job turned into 12. I called mid afternoon to speak to a rep and complained that Im sure they misquoted me and that I initially requested them to come out and give a proper quote in which he replied, We dont do in-home estimates due to Covid. Irresponsible answer In 2024 and not one the crew members were masked or followed any COVID-19 protocols.
  
  The **************************;, pressured me for a larger tip based on the spike in the price and I almost felt obligated to do so because they had all my possessions on their truck.
  
  Upon returning my items, two men from the original crew came to the second job, which was helpful because they were familiar with what was in the boxes, ********* worked a little faster and they seemed to be a little more understanding and attentive. They even complained explaining to me that it was the first time I had the ***** crew and they even joked about how he charged another customer over $3000 for materials.
  
  $11k to move across town is an obscene amount of money especially when the crew maliciously added miscellaneous materials. 

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

  

  Business Response

  Date: 06/13/2024

  Hi *********, below is the information and evidence provided by our internal claims department of the outstanding charges for services performed. This was an email sent to  you by the claims department on June 3, 2024. 

  We thoroughly concluded our investigation and have determined that the time you were billed is consistent with the amount of work that was done including travel time and payment processing. We make every effort to communicate this aspect of the moving process transparently to our clients, emphasizing that the estimate serves as a guideline rather than a fixed price. Our movers are trained to assess the situation on-site accurately and provide clients with updated information regarding any adjustments to the initial estimate based on the actual requirements of the move. We rely on the information our customers provide when giving our estimates. 
  Upon checking our records, there were more items than reported that nearly packed our 26ft truck in full. Many of these items were loose and needed to be either packed or wrapped for safety during moving ultimately adding more labor time than estimated. We did not witness any unnecessary delays.
  Upon further research of the GPS timeline, we have broken it down for you to review. For Job 1, we see that the movers started at 8:38am and arrived at our storage at 6:57pm totaling 10.5hrs plus 3.5hrs to unload, which is the 14hrs you were billed. For Job 2, we see that the movers started at 7:55 am and arrived at your destination at 1:56pm totaling 6.25hrs. You were billed for 8hrs, however we did not bill you for the entire 3.5hrs to reload as we should have. Shorting the bill by 1.75hrs @$279 ($488.25). Our times are charged in 15min increments.
  Regarding billing you for 15 wardrobe boxes instead of 9, you would be due back for 6X$25= ($150). Taking both figures into consideration your bill is short and you owe us $338.25 (488.25-150= $338.25). As a good-faith gesture, we are not pursuing this shortage and therefore, have concluded that our final time and price is accurate

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21729817
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/08/2024

  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.

  The employee ******* told me a price I was reassured that is worst case scenario it would be 1216 then after they too most of my things left behind grills cabinets The newest employee dropped pushed over items fell into a cabinet Dropped off a 60 year old sewing table right off the truck They left holes in my wall Would not take my stuff off the truck until I paid 850more then the initial quote they stood there telling me they will not take my stuff off the truck until I pay them the money stole my sons fishing bag it was on the side of the garage where I explained to all of them that it was not to be taken I found one of the workers had my 100 year old sterling silver utensils, my great grand I asked him what he had. He was like oh, Ill take care of it for you. I said Ill take ************* They need to fire ******* he is a Lier I feel they are a very unprofessional company I was very creeped out by one of the movers I never seen a mover fall as much

  Customer Answer

  Date: 06/20/2024

  May 7th as it was happening I called crying.

  They said pay or they will take your stuff until I pay plus per hour they hold my stuff for ****** they wanted another 850 plus the original payment of 1216. 

  I was told the worst case scenario ******* said 1216.00 

  ******* promised me they were going to take such good care of my items. In fact they didnt.

  They broke many things they tape directly onto my antique furniture. 

  They put a big hole in the wall.

  They were told not to touch anything on the left side of the garage.

  Unfortunately they walked away with my sons backpack that was tackle backpack and had over $850 worth of tackle and gear that he collected through the years, I dont have a receipt for it because we all gave my son gift cards at Cabelas for years.

  They claim they cant give me anything because I dont have a receipt and its not Responsibility. 

  Look at their comments, they have many complaints about the same exact thing.

  The business said they will not do anything for me because I dont have a receipt and the backpack isnt their responsibility because it wasnt on the list of items.

  Of course it wasnt on the list of items.

  I didnt want them to take it.

  Theyre very shady.

  I would like my $850 and I would like compensation for my broken plates, my taped furniture, the hole in the wall, my son gear the hours of frustration will never be back in my life, but I know they cant give me my time back, but I think they should be held accountable for people they send to other peoples homes the guy was on his first day.

  He fell many times dropped many things broke many things they should be away with this anymore.

  The owner will not call you back and its supposed to be a family owned business but if you look at his ******** page hes on his yacht and he doesnt care about his customers at all.

  He will not reply even on ********, they will not help me.

  They said send every letter Ive sent them.

  Ive sent them the information they said you signed that we are not responsible for I didnt expect someone to come into my house and steal.

  Thank you for your help. 

  

  Business Response

  Date: 10/02/2024

  Attached. 

  

  Business Response

  Date: 10/02/2024

  Determination letter sent out July 1 2024.  Her claim was denied.

• Initial Complaint

  Date:04/29/2024

  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.

  Charges never disclosed in the sales process. I worked through *******, and the final quote was under $3000 to be all-inclusive for 5 guys for 6 hours. When the ******* showed up he notified me I would have a $399 travel fee on top a new $3200 estimate (for 8 hours and not 6). That was NEVER disclosed in the sales process and not a part of the initial quote. I texted ******* ahead of time and he said we had 8 hours, but never told me the initial quote was for only 6.The ******* said there would be EXTRA charges for equipment that I had already included in the inventory list for the quote: tvs, mirrors, peloton, beds, table. I provided all of those items in the inventory list (shown in the attached estimate). You can see the estimate does not have any additional charges for those items. I even removed the peloton screen because ******* recommended that - so he knew we had one, but he never informed us there was an extra fee to move it! So many extra undisclosed charges - including extra wardrobe box rentals that we didn't even ask for. They just started using them even though we had agreed upon other boxes.We had a very detailed inventory list and ******* quoted 5 guys for 6 hours. Our ******* immediately said there's no way - he estimated ***** hours. That ended up costing an extra $2,000 dollars since it took them 11 hours. That's 83% more than the estimate, even though I was accurate with all the items?!?! They didn't even finish the job because they said they had to leave at 9pm. Some items were still left wrapped and boxed when the movers left.Damage to both properties Marks and holes in the walls at our prior home in *******. These are documented via pictures by our ******* (*****).Marks and holes in the walls/cieling at our new home in ***************. These are also documented via pictures by our ******* (*****).***** was supposed to send me all the pictures for the claim; however, he claimed his phone ran out of batteries and never sent.

  

  Business Response

  Date: 10/07/2024

  Claim and response before this writer's tenure.

  Will discuss the settlement demand as well as billing issues with management 2nd week of October.

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 21641268
  
  I am rejecting this response because it doesnt address the issue. A year after the initial complaint and your response that that you will look at it later in the month. Disappointing. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 10/08/2024

    Customer reported into Claims July 31, 2023 - no definitive response from claims due to staff shortage until June 14, 2024.  Claims denied his original demand, but offered goodwill value of $50.  No response.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 21641268
  
  I am rejecting this response because: your message is incorrect. I did, in fact, respond to the message including the insulting $50 offer. My response is below (also included attached proof when it was sent):

  Hi There,
  
  
  Thanks for sending me snippets of your legal language and a lowball offer of $50 after you blatantly violated both the law and your own terms for claims (you state you are required to respond within 120 days).  Sad.
  
  
  I was very detailed in terms of description and pictures - and followed your claims process to the letter. Coffey Bros has been disrespectful and untruthful since the day of the move.
  
  
  For that reason, I will accept no less than $500 (not $50).  If you can't agree to that by the end of next week, I will be posting extremely negative reviews with plenty of details (since I have all the receipts) on multiple sites. I have also reached out to the Better Business Bureau and will contact The ***** if you cannot agree to $500.
  
  
  Please confirm you will send the $500 to:
  ******* ****
  **********************************************************************************
  
  
  Thank you,
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 10/08/2024

  While conceding Mr. ***** email to us, our position will still stand.  The offer of $50 goodwill is our last and final offer.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 21641268
  
  I am rejecting this response because: Coffey Bothers continues to admit they havent kept their word or their deadlines. $50 is insulting for their lack of accountability. Unless they are willing to send $500, I will continue to provide negative reviews and pursue other legal action. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/19/2024

  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.

  Coffey **** Moving charged me almost $3000 to move my furniture from a ********** ranch home, to a home 6 miles away! The representative, *************************, presented professionally and very nice, prior to getting my deposit and signature on the moving agreement. Afterward he seemed temperamental and rude during subsequent conversations about the move. On moving day, Coffey **** added charges that their own employees stated they had not seen added to any other client before! The lead guy contacted the office for me to inquire about the unexpected additional charges, and everyone that I spoke with was exceptionally rude! It was obvious to me that this was a common practice for Coffey Bros. The movers held my furniture hostage on the truck, refusing to unload until I paid. My furniture and walls were damaged. Finally, to add insult to injury, I noticed that my jewelry box was missing and contacted the police. Needless to say, I do not recommend this company!

  

  Business Response

  Date: 09/27/2024

  I do not find any notification from Ms. ****** regarding any service issues. There is no correspondence from Ms. ****** found either via our emails or the sales department activity found under Job number of 42007-1.
   

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 21597450
  
  I am rejecting this response because: Coffey Bros does not demonstrate a sincere interest in resolving this matter. Firstly, They do not need any emails from me to verify the horrific events that occured on 3/29/24. They could simply talk to their staff who was present. Secondly, they do not need an email from me to verify that there was police involvement-Police matters are public records, and accessible to all. Thirdly, the moving date was six months ago, on 3/29/24, and the BBB complaint was submitted on 4/19/24. A sincere attempt to resolve this matter, would have occured much sooner, not six months later.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/30/2024

  Please see attached.

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 21597450
  
  I am rejecting this response because: Via email, the Coffey representative stated, "I would be most grateful if you would provide a police contact - Badge #, name and contact information so we can discuss with your police officer aboit the alleged theft of your jewelry box. We will require a detailed listing of all pieces of your jewelry as well as the dates purchased and photos of the same, We will require a separate claim form for each piece of furniture damaged.  Pictures of the damage are required as well as the date of purchase, and receipts." In my opinion, this does not demonstrate a sincere attempt to resolve this matter. The request conveys hostility, and adds further insult to injury. There is absolutely zero empathy for me as the client, or for the horrific experience I had with their service! It is also notable that the response states, "So we can discuss with YOUR police officer." As far as I am aware, it is illegal to own any human being, or to own a personal police officer! The representative is consistent with the unprofessional, rude behavior that appears to be embedded in the Coffey **** service model. I am thankful that I am able to share this experience with the BBB, as well as other reporting agencies. Hopefully, sharing my experience will prevent others from the same nightmare with the Coffey **** moving company.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/18/2024

  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 hired COFFEY **** to move my items on 4/17/2024 -I gave a detail account of all of my ********************** items to the sales manager *************************** -I made sure to tell him all the items were in a storage facility and they were professionally packed and wrapped by the previous moving company.*************************** gave me an estimate of $825 for 4 hours and 2 movers to move items less than the size of a 1BR apartment.The movers purposely waste time and it took them 3 hours to move everything into the truck. All items were professionally packed, the storage facility had a big elevator to fit plenty of items and moving carts to move items faster.The prior moving company took only 1 hour and 20 mins with 2 movers The movers kept calling their boss to add made up charges to the bill claiming they "special wrap" several items that were already professionally wrapped. Claiming they used 12 roles of tape at $5 a roll. When they only used 3 rolls of tape.Once we got to the move in destination the movers said that they won't unload the items until we pay them first. I asked for the total and i saw they were lying trying to increase the total to $1300+I called COFFEY ****, I told them they added $450+ claiming they had special wrapped items that were already wrapped and charging for materials they didnt use and now we were wasting time trying to fix the total. The person on the phone said i wouldnt be charged for the time. Then manager ************************* got on the phone and tried to sell me that they had special wrap several items including my 75 inch tv. I told him the ** was brand new, sealed in a box and proved they were trying to scam me. He then removed a few of the fees but not all. But then he charged me 1 hour extra for the time that we wasted correcting the total. I let him know it wasnt my fault I had to spend 1 hour on the phone trying to correct the total and it was they mistake but ****** didnt care They extorted my 70 yr old mom into paying or keeping her items

  

  Business Response

  Date: 05/02/2024

  Hi ******************, 

  We reviewed your complaint and job details and found that all time billed for was justified. The *** tracking pings our truck in servicing your job between 9:34am - 3:39pm ... 6 hours of billable labor. Per our service terms, movers rates are billed on a per hour rate and begin when we arrive and end at a prorated rate to the nearest quarter hour. All additional charges were confirmed and used as described. There was additional furniture protection required to successfully and carefully move your items without damage. Those additional fee's were listed on your bill as appliance handling, glass crating/protection, shrinkwrap, tape and additional boxes for miscellanies loose items. 

  No refund is due, all services provided were rendered and the Mover's labor is non-negotiable. 

• Initial Complaint

  Date:04/09/2024

  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 hired Coffey **** Moving in February to move me. I was quoted $895 but that changed. I had to keep changing the move date. The hourly rate was quoted at $219 per hour but somewhere along the way the rate changed to $239 per hour. It was a very stressful time for me. I am a senior and was having a hard time with this move. The representative was very nice and accomodating before the sale. I signed an estimate each time he sent one. I did not read it as i trusted this company. The movers over shrink wrapped boxes and furniture that didn't need it. The retaped boxes that didn't need that either. That accounted for extra charges. I was told i would not be charged for those materials. I am missing a stereo and digital picture frame. They also damaged an entertainment center and broke a step in my house. I don't have a problem paying more money as it took them longer but they over double charged me. They quoted 5.5 hours and it took them 11 hours. A lot of extra time wasted taping and shrink wrapping. I called the next day and was told i had to send an email to their claims department. I have sent 10 emails and to date have not gotten any response. I just get we received your email and will get back to you. They also said they sent me a claims table which i never received. I am looking to get a refund and compensation for the stereo and digital picture frame, This is causing me undue stress. Please help.

  

  Business Response

  Date: 09/27/2024

  Claim consisting of allegations of damaged step, entertainment center damaged by packing tape, and overcharging.  
  .
  03/07/24 -Claim form sent for completion
  03/09/24 - pictures sent to claims
  04/09/24 - Ms. ***** files a complaint with BBB  
  05/06/24 - Email from ******* ****** to claims on missed ***** complaint
  05/27/24 - Email from MS.  ***** to claims - overcharge of hours; step is broken;lost stereo and digital frame (1st reporting) missing pet beds (1st reporting).
  06/07/24- Forms had to be resent as she indicated she did not receive them as the customer utilized two different email addresses. ************************* and  ***************************)
  06/12/24 - received a complete claim form for Damaged Step
  08/08/24 - Determination Letter was issued - the step damage was denied due to pre-existing issues.
  08/29/24 - Ms. ***** files with the ICC  
   
   
  We have addressed Ms. ******* issues as received.  Her claims have been denied.  
  If you need further documentation, do not hesitate to contact me.
   
  Sincerely,
   
  ****** ******* ARM CRM MBA
  Claims ****************************

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 21550901
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 10/02/2024

  Claimed moved crushed step going downstairs.

  Issued denial letter due to structural integrity.

  Received an email from the customer rejecting our findings..

  Findings are not going to change.

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 21550901
  
  I am rejecting this response because:

   

  Hi I am answering a complaint on Coffey Bros Moving.  I didn't see where to put my answer.  I am rejecting because I was taken advantage of.  The step was fine the whole time they brought furniture and boxes down the steps.  I think they dropped a dresser on that area and that caused the break.  They didn't respond to the email l sent the next day so they could send someone out to look at it.  That cost me $925.  The hourly quote was for $219 per hour but they decided to overcharge me $239 per hour.  They lost my stereo and digital frame.  Replacement cost is around $500 for both.  I am missing pet beds they were $20 and $30 each.  They shrink wrapped a lot of things that did not need that service which added to the hours.  There is no way that move should have taken 11 hours.  I emailed at least 15 times to their claims department and an auto response only.  The original quote was for $895  and 5.5 hours.  There final cost was $3400 ish and 11 hours.  This is ridiculous.  I need some type of reimbursement.

  
  

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

  

  Business Response

  Date: 10/23/2024

  Claim consisting of allegations of damaged step, entertainment center damaged by packing tape, and overcharging.  
  .
  03/07/24 -Claim form sent for completion
  03/09/24 - pictures sent to claims
  04/09/24 - Ms. ***** files a complaint with BBB  
  05/06/24 - Email from ******* ****** to claims on missed ***** complaint
  05/27/24 - Email from MS.  ***** to claims - overcharge of hours; step is broken;lost stereo and digital frame (1st reporting) missing pet beds (1st reporting).
  06/07/24- Forms had to be resent as she indicated she did not receive them as the customer utilized two different email addresses. (********************************* and  ***************************)
  06/12/24 - received a complete claim form for Damaged Step
  08/08/24 - Determination Letter was issued - the step damage was denied due to pre-existing issues.
  08/29/24 - Ms. ***** files with the ICC  
   
   
  We have addressed Ms. ******* issues as received.  Her claims have been denied.  
  If you need further documentation, do not hesitate to contact me.
   
  Sincerely,
   
  ****** ******* ARM CRM MBA
  Claims Manager

• Initial Complaint

  Date:03/28/2024

  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.

  Date of move filing complaint for 01/06/2024 AMount paid: $2548.15 Attached Letter of Explanation, call log, e-mails sent .

  Customer Answer

  Date: 03/29/2024

  Good morning. The attachment I provided in the complaint includes screenshots of all the e-mails I sent and all of the calls with dates. Please let me know if you require all of the dates written out here. There were 17 e-mails and 7 calls.

   

  Thankyou

  

  Business Response

  Date: 04/29/2024

  We are sorry to hear about your Experience with our moving team *******. This matter is now being escalated to it's highest priority. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21501775
  
  I am rejecting this response because:
  

  no resolution to signed quote of 1376 to invoice cost of *************************************************** quote were added as additional services on final. Belongings would not be removed from truck until payment was made. 

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

  

  Business Response

  Date: 04/30/2024

  Hi *******, the final determination letter for your claim was sent to you yesterday via email. Please check  your email for more information on your claim status. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21501775
  
  I am rejecting this response because:

  Did not address billing dispute of doubling cost from signed quote to bill after move. Will not accept this offer. 

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

  

  Business Response

  Date: 04/30/2024

  Hi *******, we ran the *** times and the only discrepancy we found in labored time was of 45 minutes and that time was refunded to you in the amount of $134.16 to the card ending in "..4006"  on January 6th, 2024. Labor time is not negotiable, we bill for the entire time the men labor on your job and for the entire time the truck sits and is used for your job. These terms can be found on the estimate and the terms of service.

• Initial Complaint

  Date:02/29/2024

  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.

  I called this supposedly professional moving company where they assured me they were capable of handling the job. please note that I was moving from a 1 bedroom studio apartment where everything had been moved except for a bed a couch table and a dresser. Other than that the apartment was emptied and cleaned by me. the two men that were sent took 6 hours to move the easiest things that were left also I even began to help them as they were struggling to accomplish the job this company than forces their movers to leave as they were taking too long and need to get the truck back which does not even belong to the company imaging my surprise once again, and throw all of my belongings off of the truck onto the lawn stuff laid out everywhere instead of moving in Im looking like to luring neighbors that Im being evicted , and had the audacity to charged me almost ******* for a simple move. Also the drop off destination was only 6 minutes away from my pick up location. This place is a scam and it seems that they get away with this all the time I am requesting a fair and adjusted amount to be refunded to me for this was simply a task that was used to rip off the consumer ! They were not able to take apart the bed nor were they able to put it back together. They simply laid the mattress on top of the base of the bed as I guess they could not locate where they have lost the bolts for the bed. So much went wrong and I move often and I have never paid the amount of money that I did moving out of a very small apartment. They also warmed up hotdogs ate listened to music while needing to move the furniture. Everything was very un professional with this company l, they were also late, Many others are complaining of the same issue when I went to their office they are very rude so I am requesting the Better Business Bureau to step in and hear my cause. I can be reached by mobile for any further questions I would love to go more into detail regarding this matter !

  

  Business Response

  Date: 03/19/2024

  Dear Customer, 

  After reviewing the photos from the load of your move, we found that we loaded an entire truck worth of your belongings, more than what you disclosed. This move was not a 1bedroom move only. But an entire truck load taking a minimum of 4hours to load and unload, not including travel between the two locations and the time to protect and wrap your items properly and professionally. We found the movers did a wonderful job in protecting your items and transporting them. There is no time or refund due back, all services provided were rendered.

  See attached evidence of the large load and good work provided by our moving team. 

• Initial Complaint

  Date:02/12/2024

  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.

  Coffey brothers was hired to move some items including several vintage jukeboxes and an arcade claw machine from our old house to our new one. They caused thousands of dollars worth of damage to 3 of the jukeboxes including a machine that was all original and completely destroyed the claw machine by hitting it against my wall making a hole in the drywall. After filing a damage claim with them they told us that we only paid for $5000 worth of insurance for the entire shipment and under that tier of insurance items over 3 years old are not covered but out of the kindness of their hearts they would give me $450 (which was the special handling price I paid extra to have the jukeboxes moved) but I would have to sign an agreement stating I would not speak negatively about them online. They also failed to even acknowledge the fact that they caused damage to my wall. I chose not to accept their ridiculous offer and retain the ability to tell my story and if just one person thinks twice about hiring this company I believe thats money well spent.

  

  Business Response

  Date: 02/12/2024

  Dear BBB, 

  We appreciate the opportunity to address the concerns raised by the client and provide a resolution to the matter.

  After thorough investigation and discussion with the client, we have successfully reached a solution that we believe addresses the issues outlined in the complaint. We have taken the necessary steps to ensure that ******* is satisfied with the resolution proposed and have implemented measures to prevent similar occurrences in the future.

  In light of the resolution offered and accepted by the client, we kindly request the closure of the case. We believe that our efforts to address the concerns in a timely and satisfactory manner demonstrate our commitment to customer satisfaction and our dedication to upholding the highest standards of service.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21280441
  
  I am rejecting this response because:

  Ive added emails attached where I declined what they offered and my frustration with ALL there services. 
  I never said I was happy. 
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 02/25/2024

  Dear BBB,

  As per our discussions with the client, we have carefully reviewed the coverage plan they chose, and unfortunately, it appears that the depreciation value of the item is only covered for a period of three years. While we genuinely attempted to rectify the situation and make amends for any inconvenience caused, regrettably, our offer to compensate beyond the coverage limitations has been declined. Please close this complaint.