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:01/23/2024

  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.

  1/22/24 I called ***** brothers movers and was given an estimate of $822.00 to move 2 bedroom sets, a refrigerator and washer and dryer. Once the items had been picked up from the 1st location. They called me from the second location and advised I would need to pay the remaining balance in full before they would move forward. I was told that the actual balance is now $1973 despite nothing being different from what I told them during the original estimate. All I could do was pay them or they would keep my items hostage and put them in storage which would occur additional fees. This is a bait and switch scam. I want to pay what I was originally quoted.

  

  Business Response

  Date: 02/20/2024

  Dear BBB, 

  We appreciate the opportunity to clarify the situation. We are pleased to confirm that we successfully completed the move for *********************** However, we understand their concerns about the estimate.
  It's important to note that estimates are based on the information available at the time and may change on the moving day due to various factors such as additional items or access challenges. We communicate this to clients upfront. We ensure transparency by discussing any additional services or fees before implementation, prioritizing open communication throughout the process. We request that this complaint is to be closed.

• Initial Complaint

  Date:01/02/2024

  Type:Delivery 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 had them move our furniture they destroyed almost every single piece of furniture they told us that they would settle with us it has now been ************************************************** the move. After 75 days I received an email today saying if I don't have every single original receipt of all my furniture they were going to dismiss my claim. They have destroyed over $10,000 in furniture. They do not have any phone number to reach them and they refuse to give me their attorney's information we need help.

  

  Business Response

  Date: 01/11/2024

  Hello,

  We have been made aware with this claim, and have taken the next steps to handle it internally. We have made an offer with the client, we're just waiting for signatures from him. Please dismiss the complaint accordingly. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21086694
  
  I am rejecting this response because:

   

  I ******************* do not accept the unbelievable low offer of $150.00 out of the ***** in damages.  that Coffey bros. Moving offered **.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/26/2024

  Dear BBB,

  Client has rejected our determinations to rectify this matter. Please close this complaint. 

• Initial Complaint

  Date:12/31/2023

  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.

  Coffey Brothers Movers came to move back furniture back into the rooms of my house after I had newly installed hardwood flooring and freshly painted walls. Before the movers started, I asked I if they needed any special equipment to move the furniture back. They assured me that they do this all the time. When moving my china cabinet, The movers, placed the upper portion/hutch of the china cabinet on the floor which scratched and damaged my newly installed hard wood floor. They also damaged the drywall and the newly painted wall when movers when they moved a mattress up the stairs and into the hallway. Their company wrote me and stated they can not be held liable for minor wear and tear. REALLY! This is not minor. I spent over 30K for ************* and painting my house. This damage was caused by your workers.

  

  Business Response

  Date: 01/02/2024

  Dear Valued Customer, 

  We are investigating the delay in processing this claim now and will reach out to you soon. Thank you for your patience and understanding. 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21076955
  
  I am rejecting this response because: 

   

  Dear BBB,

   

  The following complaint has not yet been resolved. The Coffee Bros. Moving stated the following, They cannot be held liable for the minor wear and tear identified. I responded back advising them that this was not wear and tear and the damage was done by their movers. I also explained that I just had new hardwood flooring put in and painted my walls. The damage occurred when the moving company came to move a bed to the upstairs bedroom and when they placed my China cabinet on the floor. I have the painter's and flooring company receipt to prove when I had this work done and both the painting company and the Hardwood flooring company can verify dates when they completed their work to confirm that the damage done was not due to wear and tear since I just had this work done prior to Coffee Bros. Moving company come to move back my furniture. It is only fair that the company pays for the damages done by your workers. 

   

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

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

  

  Business Response

  Date: 01/23/2024

  Dear BBB, we have concluded our investigation into this matter. Per our Terms of Service, we are not responsible for ordinary wear and tear in handling. This includes but is not limited to surface scratches, discoloration, water stains, and dirt stains. The client signed off on this and acknowledged these terms. The client is claiming that her furniture scratched the floor and submitted a picture with a scratch the size of a pea. The client also submitted a picture of surface scratches on the painted wall. Again, these are considered ordinary wear and tear and cannot be identified as damage that the movers caused. Please see the attached Determination and close the complaint accordingly. Thank you

• Initial Complaint

  Date:12/12/2023

  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.

  I hired Coffey Bros. moving for a move on August 2, 2023 and fully paid (including extra insurance on my goods and other fees). Following the move (where numerous items were damaged), I completed the claims process exactly as requested with all documentation and forms submitted on August 12, 2023. I have since received zero correspondence from the business other than an automated "we received your claim" response that lays out the required contact periods from the ******** ******************* (30 days to acknowledge, 120 days to approve/settle a claim). During the past four months, I have emailed numerous times, and have followed up via phone call 4x. Each call I have been told that this is not normal and that the claim would be escalated. Last week I was told a manager would review and they usually respond within ***** hours, however again zero contact has happened. I appreciate your help in getting this company to respond. Their lack of follow up is unethical and should serve as a warning to other consumers. I paid for a supplemental insurance precisely for this reason and numerous items were damaged during the move due to the recklessness of the movers and lack of care. Thank you in advance.

  

  Business Response

  Date: 12/22/2023

  The Claim was processed and concluded as have no mover fault or negligence. The information below was sent to the claimant. 

  "We want to extend our sincerest apologies for the delay in addressing your claims and the lapse in communication. We understand the importance of timely resolution and regret any inconvenience this may have caused. Thank you for providing detailed information regarding the damages to your items from the recent move. After careful consideration, we regret to inform you that we are unable to accept liability for the claims due to the following reasons:
  
  Owner-Packed Boxes:
  As per our records, it has been noted that the damaged items were packed by the owner. In cases where customers opt to pack their own belongings, our liability is limited as we cannot control the packing methods, materials used, or the arrangement of items within the boxes.
  
  Inability to Verify Condition at **Box Storage:
  Additionally, our ability to verify the condition of items coming out of **Box storage is constrained. The responsibility for the safety and well-being of items within the **Box lies with the storage facility, and we are unable to monitor or assess the condition of the stored items during their time in storage.
  
  Given these circumstances, we recommend reaching out to the **Box storage provider directly to address your concerns and file a claim for any damages that occurred during the storage period. The storage provider will be in a better position to assist you, considering they manage the storage conditions and have insight into the handling of stored items.
  
  We understand that this may be disappointing, and we apologize for any inconvenience caused. If you have further questions or require additional information, please feel free to contact us."

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20995703
  
  I am rejecting this response because: the movers were clearly at fault for the damage to the furniture. Contrary to their claim, the condition was indeed verified by both myself and the movers when they unloaded it at the **box location (they unwrapped the furniture and rewrapped it with their own blankets and padding), and one of the movers fell in the process of moving the table and clearly damaged it coming in/out of the elevator. I am sharing below the response I sent the moving company: 

  Happy holidays. Thank you for your follow up, however this is not a satisfactory resolution. The crew that completed our move was beyond reckless with our boxes and furniture. While I understand the point on the owner-packed boxes, I still kindly request compensation for the table and tv stand damage as these items were inspected and packed by your crew at the **box location (and I also inspected them prior to unload and being re-wrapped).Specifically with the table, the crew dragged and almost dropped the marble slab multiple times (and damaged the floor of our apartment building in the process). We were charged a 'bulky item fee' and the crew did not even handle it properly - it was done so poorly that one of the movers buckled (and almost broke his knee). I am happy to re- share pictures of the scrapes on the floor near the elevator from our building where the crew clearly damaged the table in the process. 
  
  
  I look forward to hearing from you.

  
  Sincerely,
  
  Austin Kievets

  

  Business Response

  Date: 01/16/2024

  Dear BBB, After a thorough investigation conducted in accordance with our terms and conditions, we have reached a determination on the claim. We have communicated our findings and decision to the client through a determination letter. However, the client has expressed disagreement and dismissed our resolution. Given that we have followed our established procedures and provided a resolution, we kindly request the closure of this complaint. We believe we have addressed the matter in accordance with the terms agreed upon and have made our best effort to reach a fair resolution.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20995703
  
  I am rejecting this response because: the business has not provided a satisfactory resolution over the table damage (I provided an additional picture to them for reference). They referenced pre-move pictures that were taken however that is existing damage on the table in two areas. There is a NEW third area of damage that was caused by their movers when they dragged/dropped  the table on it's corner during the moving process that they are not accepting liability for. Additionally, no further follow up was provided over our tv stand which appropriate documentation was submitted. 
  

  Thank you for your help. 

  
  Sincerely,
  
  Austin Kievets

  

  Business Response

  Date: 02/02/2024

  Dear BBB, After a thorough investigation conducted in accordance with our terms and conditions, We have communicated our findings and decision to the client. We've deemed the clients current claim with us as normal move wear and tear. It is thoroughly lined out in our terms and condition's. Given that we have followed our established procedures and provided a resolution, we kindly request the closure of this complaint. We believe we have addressed the matter in accordance with the terms agreed upon and have made our best effort to reach a fair resolution.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 20995703
  
  I am rejecting this response because: normal "wear and tear" is not damaging a large chunk of a marble table. Marble is not a material that is easily damaged unless there is negligence when handling it. This is clearly an attempt by Coffey **** to not accept liability due to mistakes made by their moving team. I was charged a "bulky item fee" SPECIFICALLY for handling of these large and delicate furniture items, and also paid for additional damage liability coverage exactly for these items. There is evidence of their negligence as proven by both the photos taken before/after, and the area of the building where moves are conducted have fully monitored security cameras. Their team did not handle our items appropriately and we should be compensated as such. If I do not receive appropriate compensations for the damages I will be pursuing legal action. 
  
  Sincerely,
  
  Austin Kievets

• Initial Complaint

  Date:12/04/2023

  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.

  To begin, I used this company to move my storage unit items to my new residence. In the move, my desk was scraped and damaged. I immediately called them, was asked if I wish to purchase insurance, I did. It was an additional, $75.00. Then, I was told all communication was through email. I filed my complaint, and followed up nearly a month later and was met with a generic response. The response simply acknowledges your email to them. More recently, I called again and was told the same. Now, over a month later, no follow up or response to my complaint via an agent or representative. In addition, this goes back to 10/28. Thus far, *** filed a complaint with the state too. Moreover, I am so disappointed choosing them. I believed theyd be better than a company Id used before but not so. That company wrapped all of my items carefully, had no damage or issues, and should have used them for this recent move again. I chose this company based on their website and hoped for even better. I paid more for the same contents moved, nothing with extra packaging or protection (they charge for everything) and now have a desk I love damaged. It was a limited edition too. I would have used them again had I needed to for other services like moving appliances and would have recommended to my friends too. Last, with all of this, I was told that most claims are resolved within a month. Not true.

  

  Business Response

  Date: 12/07/2023

  Thank you for reaching out to the Coffey Bros. Moving Claims and **************** Department.
  
  
  We apologize for any inconveniences and service delays. This email confirms receipt of your claim, email or complaint. All claims and complaints MUST be submitted in writing to *********************************.
  
  
  Please understand we investigate all claims and complaints and process those claims/complaints on a  "first in-first out" order. We are currently experiencing limited staffing and appreciate your patience. 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 ******** ******************************************************* 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." 

• Initial Complaint

  Date:11/21/2023

  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.

  Unfortunately, several of my items arrived damaged at the destination. Specifically, [cracked fish tank, baby crib, Dresser and etc in pictures ]. I understand that accidents can happen, but I wanted to bring this to your attention and request compensation for the damages. I was also never offered for increase my damages coverage limit at the time of my booking with ******. My entire move was unfortunately sub par. Starting from the arrival of my move they sent to small of a truck. I hope the calls are recorded because when I spoke to ************** informed him I am moving from a four bedroom house with a basement to a new location and told him to look up my address if he wants to see what items they will be moving from this location to the new location The only thing that was not included was the Basement pictures and I have tons of items down there as well and he asked me to list a couple items and that's what he included on my move so it looks like my my move was very small and and said that's OK to have just those items listed. Unfortunately $.30 per pound is not gonna suffice and I hope there's something you guys can do and redirect us to make this issue into a correct situation.I have attached photos of the damaged items for your reference. I would greatly appreciate it if you could review my claim and provide a resolution that is fair and reasonable. I believe that a discount or reimbursement for the damaged items would be appropriate considering the inconvenience and the need for repairs or replacements.Please let me know what further steps I need to take to proceed with the claim. I can provide any additional documentation or information that *** be required. I look forward to your prompt response and a satisfactory resolution to this matter.

  

  Business Response

  Date: 12/07/2023

  This complaint and claim has been processed internally by our claims department. A final determination has been made and was presented. The claimant may choose to accept the claim payout and determination or we can close the claim. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20903678
  
  I am rejecting this response because I  was never offered any valuation or added protection to my move. You guys sent too small of a truck that I advise immediately upon arrival of your company. I need this looked into further and pull phone recording between me and ****** because I was never offered any other protection on my move. I had to hire an another moving company to complete my move because you guys left 40% of my items at my prior home. It looks like I am not the first victim by this company looking at other BBB complains and reviews on ******* yelp, and etc. 

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

  

  Business Response

  Date: 12/07/2023

  A final determination has been made and we can not go back and allow you to fraudulently alter your claim. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20903678
  
  I am rejecting this response because I am not  fraudulently altering my claim. Please provide information how I am fraudulently alter my claim like you are indicating that I am? Please advise 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/07/2023

  We are sorry you are not satisfied with your claim determination. We found no reason to issue any refunds for labor services performed. Damages were addressed and compensation was offered for those. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20903678
  
   I am asking the company to provide information how I am fraudulently alter my claim like you are indicating that I am? That's what you guys claimed and I would like you to provide that information to me. I was never offered any valuation or added protection to my move as well. If that was offered I would have added since I have a lot of expensive items. One item I even paid additional $50 dollars because it was a heavy item was my Waterbox fish tank that I provided a receipt to the company as well that there movers shattered the aquarium due to lack of carefulness. That item alone was over $3,800 dollars and there offering me $15 dollars to replace. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/12/2023

  Again, A final determination has been made and we WILL NOT allow you to fraudulently alter your claim after the fact. You may choose to accept the offer or we can close it without resolution. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20903678
  
  I am rejecting this response because:

  Please provide how I am fraudulently altering my claim after the fact that you are claiming. This is my 3rd request asking you to explain yourself. I was never offered any valuation or added protection to my move from your employee ******. You guys need to responsibility for your s**** up. 

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

  

  Business Response

  Date: 12/12/2023

  You are asking to make a change to your election for coverage which we can not change after your move has been serviced. The image below shows your selection and your signature. 

   

   

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20903678
  
  I am rejecting this response because I was never offered to add any protection to my move like they claimed. ****** the gentleman that booked my move never offered any additional protection or coverages. The attachment they attached with the date of 09/22/2023 2:00pm. That's funny the date of my move and was never shown that document. I have a time stamped in my phone when they actually arrived @ 1:53pm on 09/22/2023. The movers stepped out of the vehicle and handed me a device that was all cracked  asking for a signature that they arrived and can start the move. NEVER once said it was for anything else beside they have arrived to my house. What they are doing is fraudulent and unethical. I would like to know also what they mean by the moving company sending this message that they "WILL NOT allow you to fraudulently alter your claim after the fact" I attached a image from them as well. They are fraudulent running a scam. This protection coverage should have been offered by *************
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/20/2023

  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.

  Move thursday Ocotber 20, 2023 During the move not only did the movers exhibit a lack of motivation and professionalism, but there were also incidents that have caused damage to my belongings. Regrettably, my furniture and my dresser fell from the top lifter of the truck. My leather sofa recliner got teared up on each side while they stumbled down the stairs with it. They were reckless and sloppy at their job. This is unacceptable, and I am distressed by the lack of care exhibited during the handling of my possessions.I experienced a delay in unloading my belongings until complete payment was received. During this time, a considerable amount was spent communicating the dispatch manager while I continued to pay the movers for their services. Instead of completing the job promptly, they chose to sit down and wait. No sense of urgency.**** insistence he couldn't issue an invoice until the full amount was paid. As illogical as this is I proceeded to pay full amount but have yet to receive an invoice. This delay, coupled with the incidents of mishandling and damage, intensifies my disappointment with the overall moving experience. The movers were sloopy and neglectful cause they were exhausted. They even mentioned they thought about not showing up to the move. I am not sure they knew it was a move from a third floor.I know it took them 30 minuted just to park. And they choose to park the furtherst out in the parking lot. Completely illogical unless your just wanting to walk longer distance and perhaps extend the billing time. The movers also kept walking around the building in opposite direccion to the truck, I had to redirected them several times. They also parked the truck away from the complex later I found out this was their hiding time out spot.These incidents require immediate attention and resolution. I trust that you will take swift action to address these matters.

  

  Business Response

  Date: 12/07/2023

  Thank you for reaching out to the Coffey Bros. Moving Claims and **************** Department.
  
  
  We apologize for any inconveniences and service delays. This email confirms receipt of your claim, email or complaint. All claims and complaints MUST be submitted in writing to *********************************.
  
  
  Please understand we investigate all claims and complaints and process those claims/complaints on a  "first in-first out" order. We are currently experiencing limited staffing and appreciate your patience. 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 ******** ******************************************************* 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: 12/08/2023

   
  Complaint: 20758626
  
  I am rejecting this response because:
  There has been no attention paid to this claim. I am writing to seek an immediate update on my furniture claim, submitted on October 20, 2023.
  As of today's date, December 8, 2023, I have yet to receive resolution or communication regarding the status of my claim. I kindly request a comprehensive update on the progress made and a clear timeline for resolution.
  Your prompt attention to this matter is greatly appreciated.
  
  *****************************

  

  Business Response

  Date: 12/12/2023

  I'm sorry you do not agree with our claims process. 
  
  Please understand we investigate all claims and complaints and process those claims/complaints on a  "first in-first out" order. We are currently experiencing limited staffing and appreciate your patience. 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 ******** ******************************************************* 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." 

• Initial Complaint

  Date:10/13/2023

  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.

  Coffey **** Moving helped me move in August. During the move they caused minor drywall damage to my new apartment as they attempted to fit a couch through a small space. I had purchased insurance and the moving crew gave me instructions for filing my claim -- they even stuck around to make sure I got the e-mail notification that the claim was received (I did).I called a week later and was told there was no record of the claim and that I should refile the claim, so I did.I called a week or two later and was told the claims processing was running behind, but to be patient.I called a week or two later and was told the same thing. I reminded them that there is a state law requiring claims to be addressed in 90 days, and they said there was no worry, they had a 45 day policy.I called again on a Tuesday and said that my landlord was not willing to wait longer to make repairs, and they said that I would definitely hear back by the end of the week.I called at the end of the week and there was still no news. At this point it's been 60 days with no progress. The repairs are so minor, this probably could have been settled less than $100, but my claim has fallen into a black hole and from the looks of this website it is a common story.

  

  Business Response

  Date: 10/17/2023

  Hi ********, we apologize in the delay with processing your claim. We have receive your emails and as notified... claims may take up to **************************************** deny. Please allow us that time to review and process your claim. We'll be in touch with you soon. 

• Initial Complaint

  Date:10/07/2023

  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.

  First off the company was suppose to move us on 7/1/24 never showed up until late but the truck was half full of someone else things no way was we putting some of our stuff with someone elses belongings. Got hold of the manger at the time Delos and he promised to send someone on 7/2/23 When they finally showed up it was in a unmarked truck. We watched them load our belongings from a storage unit to a the truck. They drugged are belongings on the concrete, broke mirrors and expensive beer light, damage out furniture that we cant repair, my husband kept telling them to be careful with our belongings. We watched them fall into our belonging and that is when we knew the damage items. . I have sent pictures and filed a claim. No one replys to you nor can I get a answer or direct number to call. Im not sure who is taking the calls or messages but I have waited 3 months for refund and reimbursement for the crappy service. I understand you had issues with the previous manger, I think we need to make this right. I have damage to my belongings some not replaceable. We are getting tired of the run around with this. You can't talk anyone, claims never calls nor does the owner or whoever is charge. I want a reply ASAP! This is not the way you conduct business. This is very unprofessional and never mine the money I have to put out to fix our property. If this is the way it's going to be then I will reach out to a lawyer. We have been extremely patient.If the shoe was on the other foot you would do the same. Our patients are running thin now. We have several other items that we couldnt get pictures of because they were destroyed. *************** and *********************** ************

  

  Business Response

  Date: 10/09/2023

  Dear ********, 

  Your claims are still under investigation. As stated in the ******** ******************* Consumer's Guide (which was shared with you on July 6th), "our company 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." 

  Sincerely, 

  Claims Department

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20709250
  
  I am rejecting this response because:  one we moved on the 2nd of July and not on the sixth.  One item we got rid of because it was shattered and glass was all over our garbage. They told me 60 days for claims to go through. I have yet to hear anything from any one other than that they guy did this was going to jail for fraud. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/17/2023

  After further review, we found no liability to any damages for this claimant/customer.

  The move was out of a storage unit that was loaded by a 3rd party or by the customer themselves and NOT ********************** **** **********************. From the looks of the photo's provided by our foremen, we believe the customer packed the storage themselves. No items were wrapped or protected in storage and our team simply moved the customers items out of a pre-loaded storage unit "as is". When a storage unit is loaded PBO,  "packed by owner" movers have no liability to items packed by owners. Owners are negligent for their own poor packing and can not hold movers responsible. Moreover, our movers only performed the 2nd leg of the job where we came in after some other company or owner(s) moved it in to storage and could have caused the damage then or themselves. Due to the many uncertain factors related ti this claim, we must deny any and all liability. 

   

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20709250
  
  I am rejecting this response because: our belongings was unpacked by a moving company. Everything was wrapped and packed properly.  We had moving mats on the floor of the unit to protect our items.  We even had padding to put between items. The damage was done by your moving crew. We asked several times to be careful with our belongings. We even called the manager Delos several times complaining on how they where treating our belongings. He called them and return calls to us. Towards the end they were throwing things into the truck. We watched them fall on a beer light and break ii and then laughed.  This is not the way to treat customers. If this cant be resolved I will put a Lien against the company. We went with your company because the rating. 
  

  like I said we where supposed to be moved on July 1st and didnt do it until July 2nd. Quoted me one price and charged me a different amount.  The driver took a hour and half lunch before they even brought our things. 
  

  if this is the way you treat customers then you as company are in the wrong. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/15/2023

  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.

  The movers overcharged me. I have made multiple attempts to call them, request an itemized receipt, and resolve the issue. No one has called me back. On the day of the move, I had damaged property, the movers tried to demand a $200 cash tip to unload the truck, and one of the movers verbally harassed and threatened me in my own home. I have attached an email in which I explained the matter. As of today, no one has contacted me back.

  

  Business Response

  Date: 10/01/2023

  *****, 

  We apologize for the experience with our movers. The movers were both reported to HR for further statements and understanding. Mover's are paid a very fair wage and a tip is completely up to the customer's discretion. We wish you would have called the main office on the day of the move to report this behavior. 

  In regards to the billable time, per your estimate service agreement.. all labor hours are billed by the hour and prorated to the nearest quarter hour upon closing the job. Furthermore, all mover's service/labor hours and miles traveled are monitored through GPS tracking. There was no overcharge found, all services hours performed were billed for per our service terms agreement with the customer. 

  The job began per GPS at 4:00pm and ended at 4:21pm (prorated to 4:30pm).... 3.5 hours of labor performed and so 3.5 hours of labor were charged. Plus additional travel/truck fee as pre-disclosed to customer. 

  There were no overcharges found and therefore no refund due. 

  We apologize for the behavior of the movers, we have taken internal action and are confident that this will not happen again. 

  Thank you for bringing this to our attention. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20609118
  
  I am rejecting this response because:

  Your information is factually incorrect. Please note that I DID call your office that day. You can confirm that information with ***** who I spent a good bit of time with. Your business model is a scam as evidenced by the numerous other claims filed against you. I will pursue this through the court system if this is not handled in a timely manner  

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

  

  Business Response

  Date: 10/17/2023

  Again, in regards to billable time, per your estimate service agreement.. There were no overcharges found and therefore no refund due.

  All labor hours are billed by the hour and prorated to the nearest quarter hour upon closing the job. Furthermore, all mover's service/labor hours and miles traveled are monitored through GPS tracking. There was no overcharge found, all services hours performed were billed for per our service terms agreement with the customer. 
  The job began per GPS at 4:00pm and ended at 4:21pm (prorated to 4:30pm).... 3.5 hours of labor performed and so 3.5 hours of labor were charged. Plus additional travel/truck fee as pre-disclosed to customer. 
  There were no overcharges found and therefore no refund due. 

  
  Again, we apologize for the behavior of the movers, we have taken internal action and are confident that this will not happen again. However, we can not negotiate the mover's labor hours. They are protected by the state and non-negotiable and non-refundable. 

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20609118
  
  I am rejecting this response because it does not address that I was verbally threatened and harassed. It does not address that property was damaged. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/19/2023

  Your statements are false and we will not tolerate these types of false accusations. 

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20609118
  
  I am rejecting this response because: although your movers were clearly oblivious to this fact, my roommate was home and witnessed all of this happen. How can you be certain these claims are false if you were not present? I also have nest camera footage of one of the movers screaming at me. Furthermore, *****, from your company, could hear the verbal threats while we spoke on the phone. My roommate and I would be happy to file something with the police if that would be preferred. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/24/2023

  Please attach the video for review here.