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:07/16/2024

  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.

  Please see attached details of events and charges under the Uploaded documents.

  

  Business Response

  Date: 07/29/2024

  We originally provided a quote to load the items onto our trucks on Saturday and deliver them on Monday. This was a Holdover fee of $250 per day. On the Friday before, Mrs. ******* called the office and asked if we could wait and deliver Tuesday or Wednesday due to delays on their new house. They thought they would maybe get access to the new house late in the day Tuesday, but it was not definite, and we agreed that waiting to deliver Wednesday morning was the safe bet. We had a tight schedule due to the peak season, so we had to make sure that we rescheduled other jobs accordingly to make accommodations for this Wednesday unload. We did not tell *******’s that we were booked on Tuesday afternoon. Because we had to leave their furniture on our trucks for an extra 3 days there were an additional $750 in holdover fees. We did not overbook our schedule in any way, we were simply trying to accommodate last minute changes due to delays on the *******’s new house.
  We have already made repairs to the walls and the floors of the house. When Mr. ******* called to report damages, we asked him to document and send some photos so we could begin the process of resolution. He did not send any photos or documentation of the claims that did not get reported on move day.
  At no point through this entire transaction did anyone threaten them with Criminal charges or become verbally upset or hostile. We took full responsibility for the damages and that is why we had the repairs made to the house for them.
  There were a few boxes that got wet due to excessive rain for several days. Mrs. ******* did send photos of the boxes and they contained Aluminum Foil, Wax Paper, and Parchment paper which she had to throw away. We will reimburse her for the damaged wax paper, parchment paper, and aluminum foil. We have yet to receive any information regarding any electronics that were damaged.
  We have repaired the damages to the new home and will continue to work on a resolution for any other issues.

• Initial Complaint

  Date:09/28/2022

  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.

  see attached for full details: He told me the only charge would be $215 an hour and that the charges would only start when they arrived. When the move was done, the charge was more than I expected. so I called ******* & asked why I saw a fuel charge on my move order and I wanted a receipt for my move. He then told me there was a fuel charge and no receipt ever came. I let them come again to get my furniture. I called before the move and spoke to ****. I was told it would still be $215 an hour and the would still be $75. Again at the end of the move - the charges where more then I expected. The rate had raised to $225 an hour - and shrink wrap was a added charge. He adjusted that but said pay us now! I told him to give me 2 receipts because I questioned the amount. No response.

  

  Business Response

  Date: 10/17/2022

  Hi *****,

   

  All of our moves have a fuel charge, especially one in your instance which we drove over 60 miles to complete the move. The first move we did for you did not have a shrink wrap charge because we moved mainly boxes. On the second move we moved furniture and needed to make sure it was protected with shrink wrap. All estimates are sent to customers via email prior to completing the move. When yo ucalled for the second move 3 mon ths late, our rates had gone up to $225 because of employee pay raises and Summer busy season. We adjusted the rate back to the original rate of $215/hr and sent both receipts to your email. You requested that we mail paper copies of the receipts to your daughters address, which we did as well. Please let us know if you have any other concerns. 

  Customer Answer

  Date: 10/24/2022

  I am rejecting this response. I am not happy with the way this was handled.