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:12/20/2022

  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.

  This is for JOB #:28596-1 on November 30, 2022. I had a complaint regarding my move. There were things broken, forgotten, the times did not make sense as my move was within 4 miles. I asked for some help with packing wine glasses and mugs as I had a spinal injection that Monday prior to the move. The boxes were my own. After I mentioned this the story changed that I was being charged for materials and time spent on that. But things werent done and materials would be my own. I had a $300 ninja grill left behind but the box was in storage empty. Why would you store en empty ninja box? The boxes were original from purchase. Furniture was left behind, lamps, pillows from my couch. Luggage was broken as some pillows were thrown in there and an antique fan. This was all blamed on me for not watching what was happening. I was, myself, loading art into my car, etc. I asked for a quick stop to unload a tv and printer and some items in the garage. The wrong items were dropped off. My grandmother lives about a mile away and the job took about 10 minutes and then to storage which was 4 miles and a very quick unload. The time assessed was absolutely gauged. Heavy boxes were piled on my containers causing breaks in lids and entire containers were broken. I provided pictures, distances, and they wanted to reimburse me $100. I asked for $500. No response. I was charged over $2K. I was nice enough to give the guys $100 tip each. I am prepared to file a demand letter. I want to recover at least the cost of the ninja items and broken luggage.

  

  Business Response

  Date: 01/12/2023

  Opening Statement:
  Please be advised that this Customer is making false statements regarding the services rendered and is disputing the time because she feels that the move should have been faster. After careful review of the move, we found that the reason why the move took longer is because the Customer requested same day packing services because she did not complete packing. Ultimately, we found that the Customer was charged accordingly. 
  
  Introduction:
  The Customer scheduled an hourly rated move on 11/30 with no packing and when the movers showed up nothing was packed (we have pre-move inspection pictures as proof). The movers then helped with packing and worked for 6.5 hours from start to finish and she was charged accordingly. She then filed a complaint on 12/3 and stated that the movers left some items behind. Thereafter, she blew everything out of proportion and demanded a large sum and made legal threats.
  
  Timeline of Events:
  11/28 - Estimate sent to Customer and move booked. 
  11/30 - 6.5 hour move completed.
  12/3 - Email from Customer stating items were left behind, and that some items were mistakenly dropped at her Grandma's house.
  12/5 - Email to Customer requesting more info. Specifically, we asked where the customer was during the move, and how did all of these errors happen.
  12/13 - Customer responded 8 days later and stated that she was there but too busy doing other things. She also listed a number of small items that were left behind that would fit into someone's car.
  12/13 - Email response to Customer with Terms. Per our Terms of Service, the Customer is responsible for packing their items unless packing services are ordered. And the Customer is responsible for doing a walk-through to ensure all of the items are moved and in the right place. We are not responsible for missing or damaged items that are not packed properly and not itemized on the inventory.
  12/13 - Customer responded again that she was too busy to deal with the movers and blamed the movers. 
  12/14 - Email to Customer stating that she was charged accordingly, and with an offer for $100 refund as a good faith gesture. 
  12/14 - Email response from Customer demanding $500 and making legal threats.
  
  Claim:
  The Customer originally stated that the following unpacked items were left behind: couch pillows, wine glasses, ninja grill, side table, 3 lamps, extension cords, christmas tree, dog toys, christmas lights, workout weights and exercise ball. Now the Customer states that all of these items are missing and/or damaged. 
  
  Closing Statement:
  We have been in business for 16 years and we have served more than ****** Customers. We also back our honest and professional services 100% and our online ratings prove this. The movers that moved the Customer are highly decorated movers and have been with the company for more than 2 years. We charge by the hour for this very reason, Customers are not prepared when the movers arrive. We also responded swiftly until she started making legal threats. Nonetheless, it is unfair when a Customer complains after the Company goes out of its way to help above and beyond the Terms agreed upon. We completed a successful move for this Customer despite the challenges that she presented, and she was charged accordingly. No refund is owed and we deny her fortuitous demand. 

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18615925
  
  I am rejecting this response because: Im not questioning you on your excellent service. In this case, it  shouldnt matter how long you have been in business and all the positive feedback, could there not be an incident where the company/workers DID some damage?  You initially were giving me a refund of $100.  It was acknowledged that there was some damage to offer the refund.  Your  time was paid for and that was not my complaint.  Though very high for such close distance. It is for the damaged items and missed items.  Items that I can provide the cost.  
  Please see the attached.  

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

  

  Business Response

  Date: 02/02/2023

  Dear BBB, the customer filed a claim and a determination was sent according to our liability and terms of service. The customer refused to accept the determination, then filed a BBB complaint and demanded $500. There is no reason to file a BBB complaint and demand money, we refuse to be bullied and extorted. Please dismiss the complaint accordingly. 

• Initial Complaint

  Date:12/19/2022

  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.

  My sister and I were quoted $2200 for a move. My sister called the movers and explained everything that needed to be moved, and was told over the phone on several calls (My sister called them twice to confirm the amount) that it could be done for $2200. Not when they were loading up, but once they were already down in the new location, did the movers demand another $1800 in order to unlock the truck, or they were going to hold their property? They refused to negotiate, and we had to scramble around trying to find and get them the cash for this 8 PM on a Saturday. This was a shakedown, pure and simple. They had multiple chances to inform my sister of any additional charges, but chose to wait until all their belongings were locked up in their truck. They've been in this business for years. They purposely gave a low bid and made verbal promises to stand by it, and then used that sense of manipulation to ******* me and my family. I was the one that paid for the entire move. What was promised as $2200 now cost $4000 (Plus $300 tips for the movers).

  

  Business Response

  Date: 01/13/2023

  Dear customer, 

  ********************** labor is non-negotiable in the state of ********. All time, team and fleet used to service and complete your move are billed on an hourly rate per your estimate terms and agreement. We are sorry that your job required more service hours than originally estimated but we can not just working when we reach your estimated hours due to additional inventory or factors not foreseen. We must continue working to complete the job. Therefore, the billable hours and clock will continue to run as long as the truck and crew are still working to complete your job. 

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18610815
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/03/2022

  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.

  Date of transaction: 09/30/22 We were quoted for: $1000-1400 We were charged: $1657 (they told us we were charged more because of their sales people not knowing how to put a quote together correctly) and we were promised a &****** refund because of them taking less time than needed and losing all of the screws to our bed so we had to assemble it ourselves.They refused to finish the move unless we paid them the full amount mid move even though we were telling them we didnt want to pay until the move was completed. I have called and asked status of the refund and to have a manager call me back over and over again and have no return calls and after telling me previously that the refund is being processed now they are saying that theres no notes on a refund at all.

  

  Business Response

  Date: 11/14/2022

  Hi, we do not have a customer listed with this name. Please forward your request for investigation of this mater to ********************************* We must ************ if we provided any services to you. The name listed on this complaint is not listed in our service system.

• Initial Complaint

  Date:10/09/2022

  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.

  Im the president of an HOA, and a unit needed a move the association was financially responsible for. I called to make the initial deposit via our association debit card, and while on the phone, I asked if they needed anything else for the balance due on the day of the move. The person confirmed that they could simply charge the same debit card without me on the day of the move and nothing else would be needed. I confirmed he had my phone number and email on file before hanging up.At 9:30 they came for the move, packed up all the belongings and drove to the storage unit. At 1:17, they emailed me and said they had been trying to reach me regarding billing and that I should call the office at my earliest convenience. It is unclear what they meant by trying to reach me, as they did never called me at all, nor did they send any emails. Apparently at the same time, the resident was at the storage unit signing paperwork for the unit, and the first he learned of a payment issue was when he came back outside from signing paperwork and found the crew sitting around, at about 1:15, around when they emailed **** called the dispatch team back at 1:41 (24 min later) and I was told they were busy and would need to return my call, so I emailed back to provide my phone number and to verify that I had completed the online CC authorization form. At 1:54, they called and said I had to make immediate immediate payment and we were already being charged two hours extra for keeping them waiting $595 above the $2520 initially quoted but only ************************************************************** and when I responded to them.Additionally, they told us we were being charged for seven hours based on the estimated time to complete the move from that point, but we'd get a refund if it took less time. Even with the delay when they claimed to be trying to reach me, they were done in under 6 hours, yet we have received no refund.

  

  Business Response

  Date: 10/17/2022

  Dear Customer, 

   

  We do not have a job listed under your name. Can you please provide a name the job contract was listed  under so we can further investigate? 

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18174200
  
  I am rejecting this response because:

  The response requested more information, which Im happy to provide, though it doesnt by itself resolve the complaint. The name in the original contract is *******************, as indicated in the submitted quotes.

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

  

  Business Response

  Date: 10/25/2022

  This complaint is about mover's labor time. A mover's tariff and labor time are strictly regulated in ******** and can not be discounted or negotiated. Moving is billed from the time the crew and the fleet arrive to the time they depart from a job site. Our terms of service explain this very well and was signed by the customer. Moreover, our terms also state that the customer must be available throughout the entirety of the move. This includes being available to process final payment. Any delay in processing payment falls on the customer responsibility and is considered billable time as long as the crew and fleet are still on site. We apologize but no discount or negotiation of time can be allowed on the mover's tariff. 

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18174200
  
  I am rejecting this response because: Even if youre refusing to refund for the time the crew spent waiting, we were still charged for more time than the crew worked in total. We were charged for seven hours and told wed receive a refund if the job took less time which it did. We were also charged $50 for moving an appliance that you didnt actually move. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/01/2022

  For further review of services charged outside of labor please contact our claims department by emailing them at *********************************

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18174200
  
  I am rejecting this response because: We attempted to go through the claims department and they said they would not help us because we had filed a complaint with BBB.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/09/2022

  *****, you are the person that left a 1-star review on ****** and then wrote those nasty comments in the Ukranian Village page on ******** correct? Your comments shamed the company and angered the entire community of followers to rally around you and swear never to use Coffey **** Moving services. What exactly are you trying to accomplish here? Does this make you proud? What do you plan to do next to defame the company?

  Customer Answer

  Date: 11/11/2022

  Complaint: 18174200
  
  I am rejecting this response because:

  I wrote a factual review of our experience with your company. You brought shame on yourself with your deceitful and "nasty" practices; I simply shined light on how you do business so that others are not swindled as we were.

  As I wrote in my initial filing with BBB, my goal is to get back some of the money you cheated us out of by miscommunicating your billing policies, charging us for more hours than your movers worked (even with the "delay" in payment), and charging us for services such as appliance movement that were not part of the final move. At the absolute least, we are entitled to a refund for the over-estimate on time worked (when we paid around 2pm, we were told the total of 7 hours was an estimate and we'd receive a refund if it didn't take that long-- which it didn't) as well as a refund on on the charge for an appliance move. Our initial attempts to rectify this with ********* were not addressed, hence why we went through BBB. We attempted again to go through the claims department and were told the ***************** was not able to respond because we were going through BBB, so when the most recent reply on BBB directed us to go through the *****************, I rejected it because we had already been brushed off and told it wasn't possible to handle through the claims department.

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

  

  Business Response

  Date: 11/14/2022

  As described through our claims/complaint management department. No "misconduct" or miscommunication was found on our part. The terms of the estimate and our services were provided to the customer and the customer delayed the project which translated to more services hours in waiting for the customers delays. There is nothing here to offer. Please review your estimate terms regarding billing time. 

• Initial Complaint

  Date:09/19/2022

  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.

  I have yet to spend the time to write a review on a company but this was one of the worst experiences i have had in my life. Movers showed up 2 hours late. They showed up high and started complaining right from the beginning how they were all too tired and not in the mood to work and that they were going to be taking a lot of breaks. I was quoted a 4-5 hour move. It took 12 hours and i still had to hire another company to come and grab some remaining items because they didnt bring a big enough truck. Mind you, I have moved 5 times in the last 5 years and hired movers each time. It has never taken more than 5 hours on any move. To make things worse, almost every piece of furniture I own, is damaged. Day was suppose to start at 9am, didn't start till after 11am and then didnt finish till midnight, in which it really didnt finish - it had just been enough. Items were moved into the hallway of the building and/or inside in the living room but nothing was placed into the proper rooms nor half of the items unwrapped. I have a stack of moving blankets of theirs still. By the time morning rolled around and i was able to finish unwrapping items, i come to find everything is substantially damaged....and i still have to get another company out to move the rest of my items. To be honest, the move probably would have taken another few hours if the company hadnt sent a 5th mover out at 10pm. Every 30 minutes this crew would take a break and smoke weed. i am paying by the hour and more than double the estimate with broken furniture. There was a period of 90 minutes where we the movers disappeared mid unloading. Move was 1.5 miles away. To really fuel the fire, the movers constantly come to you and ask you to sign off on additional payment or they cant proceed - thats extortion considering i have all my items loaded on their truck. Worst part about everything, no one will speak to you after a move. Dead silence. Move was on 7/30/22. Not one return call.

  

  Business Response

  Date: 10/03/2022

  Hi *****, 

  This claim is being handled internally through our claims department. Please continue to work with us through that department to rectify your complaint. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18044608
  
  I am rejecting this response because:  I have no resolution.   I have an email which states they will only correspond by email with customers and will not engage in a phone call.   They have indicated twice they are trying to setup furniture repair - i have not heard from anyone.   They still have not responded to the theft of time. It has been now 2 months plus......
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/05/2022

  Hi *****, 

  
  We are still actively working on your complaint through our claims department and will have a resolution for you soon. We apologize for the delay as we work through economic pressures with staffing. 

• Initial Complaint

  Date:08/16/2022

  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.

  For move on 7/29/22 - loading only. I have contacted the company twice by phone and 3 times by email without any follow-up. Issues:1) In my quote, says all shrink wrap and tape is included. I have a PDF of this stated clearly. I was charged $70 for this. I was not asked nor consented about this fee during move. I would like a refund on this.2) I was asked about additional blankets during the move. My father and myself heard the mover state $15/blanket. I consented to this price. I note the quote says $25/blanket now. Please inform your movers of the correct price so as to not mislead the customer. I would like a refund for this difference as well.3) General (for those reading reviews): dramatic difference between quote price and actual price. Travel fee hundreds of dollars for literally moving down a hallway. Moving blankets very poor quality, shed all over my furniture when unwrapping. Would never recommend this business.

  

  Business Response

  Date: 08/17/2022

  Hi *************************************, this complaint is being reviewed and in processing internally through our business. We are awaiting your response via email to continue processing. Please respond to the email sent from our claims department. 

  Customer Answer

  Date: 08/20/2022

   

  Complaint: 17722249
  

  
  I am rejecting this response because: I did respond. Their question was what kind of job it was (loading of my truck). Their own internal records should be able to determine this information. And also on the invoice there is no destination to take things to. Very unclear why their own company cant determine what type of job they delivered.

   

  Again, taking nearly a month now since contact the day of the move to get any resolution.

   

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

  

  Business Response

  Date: 08/22/2022

  Hi *******, your claim is being processed internally. Thank you for responding to our email request. Your claim is currently un processing and we'll reach out to you if any additional information is needed. In the mean time please read below regarding our claims process: 
  
  
  We apologize for any inconveniences and service delays. Please understand we are working through our peak season and claims are taking longer than expected for processing. Rest assured we will get to your claim/email/complaint as soon as possible. Claims are processed in a first in first out order. We appreciate your time and patience in allowing us to work thought this difficult time of short staffing in peak season. The *** 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: 08/27/2022

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