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:10/02/2024

  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.

  The move occurred on July 13 and was from Lexington, KY to Virginia Beach, VA. I paid the business $6556,48 for their moving services. The business, through phone and email, verified they would wrap our furniture and fragile possessions. They did not. All of our furniture was broken, and itemized cost of each item plus pictures were sent. The business acknowledged that they were negligent and didn't wrap my stuff. They also left behind over $3500 in items, including a brand new fridge, a mattress, and exercise bikes. They owner originally offered $3500, but claims they are only entitled to pay me around $1000. I understand the law about how much they are liable for, but that is assuming best practices and obliging to our agreements, which were not followed. We told them we were willing to drop any legal action (not taken yet) and remove our review/complaint if they just gave us a refund (which is well below the total amount of damages and left behind items). They are unwilling. We have pictures, emails, and third party witnesses both at the departing location and arriving location. I am able to provide pictures but am limited on this platform. Most expensive items were tvs, washer dryer, sectional sofa, dyson vacuum, desk, baby crib, baby dresser.

  

  Business Response

  Date: 10/03/2024

  *** ***********
  We deeply regret falling short of customer expectations. We pride ourselves on our honor and ability to serve our clients to the highest level possible, as well as our ability to rectify any roadblocks. However, in this instance, unfortunately, our offer of additional valuation coverage was declined. We were contracted to deliver one 26ft truck, which we did, packed front to back, top to bottom. We always go above and beyond contractual obligations, but after our settlement offer for 7x our contractual obligation was declined, we presented you with arbitration. EVEN IF you had purchased additional valuation coverage, From Here to There reserves the right to repair or replace your furniture at current market value. The settlement offer we made, was, significantly in excess, of the current market value of the items that were claimed, even though additional valuation coverage was DECLINED. We hope you can understand as a business owner, we are unfortunately, unable to fulfill damage claims at retail value. We strongly desire to reach a solution and our damage claim settlement offer is still on the table should you change your mind.
  With care,
  **** **********
  Founder
  From Here to There
  **********

  Customer Answer

  Date: 10/03/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because your offer does not cover the left behind items. We also reached out to accept the offer and you never replied. While your offer of "7x" for the damaged goods, you still left behind a brand new fridge, a mattress, and two exercise bikes. The stipulations are around damaged goods, not negligence and leaving behind our property. I do want to come to a resolution, and while we originally wanted the 12,000 for damages, and 3500 for left behind items, we then asked you for a refund of ~6500, which was declined. Your offer of $3500 would be for damages, but you are not addressing the items left behind. Coverage, accepted or not, would be for items your transferred, not those you decided not to take for some reason.
  
  
  
  Sincerely,
  
  
  ***** **********

  

  Business Response

  Date: 10/23/2024

  *** ********** disputed the charges with his card company twice, lost, twice, and has since filed a complaint with the ** ** office. We originally offered about 7x our contractual obligation and still are offering that. Of the items claimed, only 3 were contractually covered. All that said, we are more than willing to go above and beyond and we are simply waiting for Mr. Secamiglio to accept our generous resolution. We have made this offer known to both, the KY AG and the client. We look forward to a swift resolution and regret we fell short of expectations, changes have been made and shortcomings have been addressed.

  ****

  From Here to There
  

  Customer Answer

  Date: 10/24/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The merchant has been misleading. In emails from them, they claim they are only legally obligated to pay me "$1305 at 75 pounds per average item" while saying they offered 7x what they were obligated to pay (that would be $9,135). They did not. The most they have offered is $3500, to which I reached out to accept - with no reply. They also claim that almost all of my items were particle board or appliances and not covered, which is not true. My bank did not reject the claim twice, it was rejected 1 time by Visa which does not take into account anything other than if they provided the service; not if they provided it well or according to contract. The AG of KY has been notified to which the merchant also lied in their comments. Lastly, they continue to not comment on them leaving $3500 worth of items at my old residence (brand new refrigerator, a mattress, and two exercise bikes).

  We propose the following solution to resolve this case.

  If they are truly offering 7x at $9,135 (we have the email we can attach claiming the $1305 number), we will accept. Though, I do not believe they will actually do this.

  Our next option is a refund of services, at approx $6500.

  Our final resolution would be $3500 for items left behind (clearly a breach of contract) plus $1305 (their "legal" obligation) totaling $4805.

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

  

  Business Response

  Date: 11/04/2024

  Upon conclusion of our internal investigation, we originally offered *** ********** nearly 20x our contractual liability. As mentioned in previous response, he rejected our offer and proceeded to leave negative reviews, including the one I am addressing. He then lost 2 credit card disputes. We have lowered our offer to 9.7x our contractual obligation and are awaiting reply and resolution. We once again apologize for any experience less than stellar. We look forward to resolving this issue and we pride ourselves in going above and beyond to ensure client satisfaction.

  Customer Answer

  Date: 11/07/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The merchant is flat out lying. They say they offered 20x their contractual obligation. They never did this. This would well exceed what we even asked for. 20x would be over $20,000, according to their own message saying how much they were obligated to pay. Also, they say they lowered it to 9x their obligation, which is also false. We only filed one credit card dispute and it was lost not because the bank disagreed, but because VISA can only handle transactional fraud. In a filing with Kentucky's AG, they are also lying, saying different numbers than they are telling you. In their response to the AG, they claim they were responsbile for $1320 dollars but offered $3500. Please explain to me how that is 20x your contractual obligation? Ultimately, we emailed Jyre accepting $3500 to which we never received to response, in hopes to avoid court. Lastly, they claimed to the AG they wrapped everything that was asked to be wrapped (After email confirmation they would wrap everything), which is also a lie. They ran out of wrapping materials after 5 bedroom pieces and claimed everything would be okay. They also claim they can't dismantle refrigerators (which I do see in the contract), however, we were able to get it IN the house, they didn't want to attempt to get it out.
  
  
  
  **********
   ***** **********

  

  Business Response

  Date: 11/13/2024

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

  The 9x and 20x discrepancy in the payout offer is based upon "IF" every item he claimed was covered by our company. As addressed prior, he claimed 22 items, only 3 of which were covered by my company. I got my multiples based on if we paid out fully for those 3 items, IF they were damaged as claimed. I'm ready to resolve this and not sure how long this will go on sir. We have been more than fair in our dealings with you and hope to bring this to a close. Please let me know if you would like the 9.7x our contractual obligation payout. Looking forward to a speedy and complete resolution. God bless you and have a happy holiday season.

   

  ****

  Founder

  Customer Answer

  Date: 11/15/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: If you will pay us the $3500 like mentioned, we will move on and close this out with BBB and KYAG.
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Customer Answer

  Date: 12/13/2024

   
  
  

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ******** at this time. I would like to see their reply to if they are actually going to pay what they offered, as they will not respond even though they say they are offering through you and the AG  

  Regards,

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

• Initial Complaint

  Date:07/07/2023

  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.

  I was moved by this company on June 17, 2023. The move was completed in two hours with two movers from a studio apartment located at *** ***** ******** ** ********** ******** to a mobile home in Stanford, Kentucky. I paid this company ( the actual payee is Hire a Helper ) on June 22, 2023. The payment of 892.00 was withdrawn from my bank account on that date. Now, a week later, this moving company is stating that there were three movers for a total of eight hours, which is complete nonsense, and they’re demanding payment.

  

  Business Response

  Date: 07/07/2023

  We spoke to *** ****** this morning. We had a mix-up in communication. We had this job and another one mixed up. We have since settled this with Hire a Helper and *** ******. The move went great! Thanks and sorry.