Complaints

This profile includes complaints for Journeyman Moving LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Journeyman Moving LLC

  1504 Lakeway Dr Russell Springs, KY 42642-4285

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  Journeyman Moving LLC

  63 N Epperson Dr Russell Springs, KY 42642-3403

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:10/15/2024

  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.

  In the move a few things wouldn't fix on the truck and I was promised that the owner ****n would bring them the next day. That didn't happen. Then a mirror was broken and he said he would bring them when he picked up the mirror to be replaced. That didn't happen. Then after supposedly the mirror was fixed he scheduled to return the mirror and the items left behind. 10 different times he was a no show. Finally, one of the workers showed up at 10pm with just the mirror and it wasn't even fixed. I had it fixed and he is refusing to pay for it.

  Business Response

  Date: 10/15/2024

  As the owner of Journeyman Moving, I want to address your recent complaint, providing clarity and context around the situation during your move from Kentucky to Tennessee. Our team is passionate about delivering top-notch service, and I believe it's essential to share our perspective.
  
  When it came to your move, I understand you added 16-foot-long deck boards that weren’t part of our original agreement. Unfortunately, we couldn’t allocate resources for an additional trip to transport these items from Kentucky to Tennessee. To accommodate your needs, I personally transferred $500 to assist with purchasing new deck boards for your patio project.
  
  Regarding the broken mirror, our commitment to customer satisfaction led us to make a three-hour journey to Tennessee to retrieve it. During this visit, you also presented two additional broken pieces of furniture, which were originally damaged by another moving company. Despite this, we invested our resources to repair these items at no cost to you—notably, without charging for the labor or materials, which you had already received insurance compensation for.
  
  Unfortunately, due to the unique nature of the mirror's design, the repair cost of $395 was beyond our means. Consequently, we returned the frame to you with our sincerest efforts made at resolution. It's important to emphasize that our company covered expenses for damages we did not cause, while ensuring you received a gesture of our goodwill in your challenging situation.
  
  I hope this elucidates the lengths we went to in addressing your concerns. While we pride ourselves on being ranked among the top 10 moving companies in Kentucky, our actions speak to our integrity and commitment to our customers. We value your understanding and trust the community recognizes our intentions, despite the occasional misstep.
  
  Thank you for allowing us the opportunity to clarify our viewpoint.
  
  Sincerely,  
  *****  
  Owner, Journeyman Moving

  Customer Answer

  Date: 10/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When I asked if the boards could be taken I was given an affirmative and when they didn't fit on the truck. You said you would take them. When you came for the mirror I asked if your furniture guy could fix my two pieces that were broken. I would pay for them. I didn't get any compensation for them. Again you could have said no. But then you drug out the return of the furniture and told me the boards were picked up. The lies  are a problem. 10 times I waited all day for your delivery. Then you mislead me to believe everything was fixed and the boards were being delivered by *******  He had to give me the bad new. No boards and the mirror not fixed. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/15/2024

  1. **Furniture Repairs**: You acknowledged that you would have paid for the repair of two pieces of furniture damaged by another moving company. Despite this, we took the initiative to cover the repair costs ourselves, without charging you. We believed this was a goodwill gesture to ensure your satisfaction, even though we were not responsible for that damage.
  
  2. **Deck Boards**: The 16-foot boards were not listed on the initial inventory sheets and were included last minute. Understanding your situation, we transferred $500 to you to cover the cost of purchasing new boards locally, as it was logistically impossible for us to deliver them due to their size and the trip distance. Our decision was aimed at swiftly resolving your needs.
  
  3. **Communication & Timeliness**: Throughout the process, we ensured all your calls and messages were answered promptly. The move from Kentucky to Tennessee was long-distance, requiring us to commit to six-hour round trips on multiple occasions to service your needs. We apologize for any delays, but please understand that coordinating long-distance logistics can be challenging.
  
  4. **The Mirror**: We understand your concerns regarding the broken mirror. However, after retrieving it and realizing the specialty cut required, it was not economically feasible to repair it for $395. Given that you had already received an insurance check from another moving company for this item, we chose to return it rather than incur additional costs.
  
  In summary, we have gone above and beyond by compensating for additional costs and addressing issues that were not originally our responsibility. We incurred expenses totaling $900 for items we did not damage and items not listed in your initial move inventory. We hope our actions convey our commitment to integrity and customer satisfaction, even when faced with challenging circumstances.
  

  Customer Answer

  Date: 10/15/2024

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