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:01/14/2025

  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.

  **** Palmer movers came to my home in June 2024 to give an estimate for our move and storage fees. Their estimator, *** and I went through the entire property from attic to basement, Including the two garages and the attached in-law apartment. I was given an estimated cost of $3,797 for the move and $341 per month for storage. I was told that there would be a reduction of $600 if I stored with them. The move was completed on June 26, 2024 and was to take 3 men and one truck one day. It took an additional day with 2 men. After the move I was told that the actual cost for the move was $5,543 and $725 for storage. They deducted the $200 deposit I had paid but did not deduct the $600 for storing with them. I disagreed with the over 50% increase in cost for the move over $100% for storage.I paid $4,000 for move and $500 for the first month storage by check which was cashed. I have since paid $500 per month for the past 6 months. They have not deposited these payments.I was told " I would hate to have you find a home and not be able to get your things." They have all of our belongings, we have been forced to purchase new winter coats, shoes/boots and a few pieces of warm clothes while they hold our belongings ********** husband and I are both 71 yrs. He is in treatment for a brain tumor. I am searching for a new home and hope to be in one before March.

  Business Response

  Date: 01/18/2025

  Dear BBB,
  
  I am writing in response to the inquiry regarding Ms. **** ***** relocation and storage billing. We value the opportunity to provide clarification and hope to resolve this matter promptly and amicably.
  
  On June 26, 2024, Ms. ***** utilized our relocation services, culminating in a total charge of $5,343.50. On July 11, 2024, she made a payment of $4,000.00, leaving an outstanding balance of $1,343.50. After the job was quoted, Ms. ***** changed her storage location to our facility and then booked her job with us in person at our place of business. Her storage account entails monthly storage fees of $725.00. This rate reflects the use of eight storage vaults at $75 each, one oversized piece at $45, and full replacement valuation coverage of $80 per month.
  
  Our relocation estimates represent our best approximation of the jobs cost at the time of the home walk-through. We prioritize clarity and transparency in our estimates, which are outlined in the Proposed Cost of Services document and our Estimated Cost of Services document which she initialed. These documents explicitly states:
  
  The charges indicated herein are estimated charges only. All charges are subject to actual time plus travel or actual weight, whichever is applicable.
  It further clarifies:
  
  Final charges are based on actual labor required or job minimums (if applicable), actual boxes and materials used, and actual storage space needed.
  
  And on the top of the Proposed Cost of Services:
  IMPORTANT NOTICE: This non-binding estimate covers only the articles and services listed. It Is not a guarantee that the actual charges will not exceed the amount of the estimate. The carrier is required by law to collect transportation and other incidental charges computed on the basis of rates shown in their lawfully published tariffs, on non-binding estimates, regardless of prior rate quotations or estimates made by the carrier or its agents. Exact charges for loading, transportation, and unloading are subject to actual time, plus travel or actual weight, whichever is applicable, of the goods transported, and such charges may not be determined prior to the time the goods are loaded on the van. Charges for additional services will be added to the transportation charges.
  
  And finally, at the end of the Estimated Cost of Services:
  ACCEPTANCE OF ESTIMATED CHARGES: I understand that this estimate covers only the articles and services listed. It is not a guarantee that the actual charges will not exceed the amount of the estimate and is non-binding. Factors that may affect this estimate include: stairs, elevators, long carry, distance between new and old residences, truck parking, packing services, and your own unique size/amount of belongings. I accept the above Non-Binding Estimate. I have read and understand the terms and conditions my signature represents acceptance thereof. I understand that by accepting the estimate, I am entering into a contract with **** Palmer Moving & Storage to perform the work described in this Non-Binding Estimate.
  To ensure full transparency regarding potential cost adjustments, all customers are also provided with the Contract Terms & Conditions and Your Rights and Responsibilities When You Move document as part of the estimate process.
  
  While we strive to provide accurate and detailed estimates based on the information available during the walk-through, unforeseen factorssuch as additional items, extended labor time, or unexpected access challengescan sometimes result in final charges exceeding the estimate. For example, after completing the job, our movers noted that numerous items from the in-law suite, which were not included in the original survey, were also moved. This likely contributed to the additional labor time and subsequent charges. Our commitment to transparency ensures that customers are informed upfront that final charges are based on actual time worked, materials used, and storage space required.
  
  Upon being informed that Ms. ***** had concerns regarding her charges and the bill, I reviewed her paperwork, including the bill of lading, charges, movers' time, materials used, and other associated costs. After a thorough review, I made significant adjustments to her account and applied credits to the original bill of lading in an effort to address her concerns fairly.
  
  Additionally, I waived storage fees for June 2630, 2024, resulting in a storage concession of $362.50. This is a courtesy we rarely extend, demonstrating our commitment to resolving her concerns in good faith.
  
  Since her initial payment, Ms. ***** has submitted monthly checks of $500.00, which fall short of the agreed-upon monthly storage rate. Checks were not cashed as she specifically noted (in the check memo section) what month it was for and cashing it could be construed as accepting that amount. Prior checks that were cashed did not have the specific notation on the memo section. While the first payment was accepted and applied on July 11, 2024, subsequent payments have not been cashed as the amounts remain incorrect. Despite our numerous attempts to discuss this matter via calls and emails, these efforts have not resulted in meaningful dialogue, and we were instead informed of a complaint filed with the ******************************* Office and now the BBB.
  
  **** Palmer Moving & Storage has been serving this community since 1928 with integrity and professionalism. Our moving and storage agreements are non-binding, with final charges determined based on the actual services rendered, including labor hours, materials used, and storage requirements. Adjustments have been made in good faith to accommodate Ms. ***** concerns, and we remain committed to finding a mutually agreeable resolution.
  
  We respectfully request Ms. ***** to remit the outstanding relocation balance of $1,343.50 and adjust her ongoing storage payments to the correct monthly rate of $725.00. We are open to further mediation and invite Ms. ***** or her representative to contact us directly at ************ or ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** to resolve this matter expediently.
  
  Thank you for your assistance in facilitating this discussion. We hope this matter can be resolved to the satisfaction of all parties.
  
  Sincerely,
  
  
  **** ******
  President & CEO
  **** Palmer Moving & Storage

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not agree for the following reasons:

  * the recent claim from Palmer Movers that items were added is completely false! The representative ***** that was sent before the move went through the entire property from Attic to Basement, both garages AND the Attached In-Law. I find it interesting that this claim was not made previously.

  *During my first contact with Palmer I mentioned that I was considering only using their services for moving, not for storage. *** told me and wrote in the estimate that if I were to store with them the cost of the move would be reduced $600. After visiting the facility and before giving a $200 deposit I told that that I would be storing with them.

  None of this addresses the fact that the amount they are charging I an exorbitant amount over the estimate. The estimate of $3,183 for the move, minus $200 deposit and $600 discount for storing with them would leave a balance of $2,383. NOT over $5,000! I understand that estimates are not always accurate and I made what I felt was a fair payment of $4,000 which Palmer deposited. If you take this payment and add $200 deposit and $600 for storing at Palmer I should actually be credited $4,800 which is $1,617 over the estimate. (expecting more than 50% over an estimate is nothing short of switch and bait but I paid it).

  I was quoted an estimate of $345 plus $80 full value coverage per month for storage for a total of $425. After the move that was raised to $725 which approximately 70% over the estimate! I paid $500 (which they accepted and deposited the first month) which is well over the estimate and I have continued to send $500 per month which they have chosen not to deposit.

  **** *****

   

   

   

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 01/30/2025

  We appreciate the opportunity to further clarify the latest BBB request for details of Ms. ***** move and storage charges.

  **** Palmer Moving & Storage would like to explain how the actual moving and storage charges may differ from the estimated charges:
    Estimate Type All of our local estimates are non-binding, meaning it was an approximation based on the information provided at the time. The final cost depends on actual services performed.
    ************************ If additional services were requested on moving day (e.g., packing, unpacking, crating, or extra labor for unforeseen circumstances), these would add to the final charges.
    Access Issues & Delays If there were obstacles such as long carries, staircases, elevator restrictions, or waiting time due to customer-related delays, additional labor or time might have increased the cost.
    Weight or Volume Differences Even if no inventory was added after the estimate, actual weight or cubic footage can differ from what was initially assessed, especially if estimated remotely rather than in person.
    Storage Charges If storage was involved, final costs could reflect changes in overall volume, duration, or other related fees (e.g., handling fees for additional access to stored items).  
    Fuel & Travel Time Long-distance or hourly moves can vary due to traffic conditions, detours, or required breaks for the crew.
  

  During the initial estimate, our estimator discussed the option of utilizing our storage facility in *****, **, rather than a self-storage facility in **********, **. This recommendation was made as it would eliminate additional and unnecessary travel time, resulting in an estimated savings of approximately $600. However, this was never presented as a flat $600 discount off the moving bill. Instead, the savings were factored into the overall estimate based on the reduced labor and transportation costs.  We acknowledge that Ms. ***** decided to store with us before placing her deposit, and our final charges accurately reflect the services rendered.
  
  Again, we strive to provide accurate estimates and transparent pricing, and we would like to clarify the differences between the estimated and final charges.
  
  The estimate provided was a non-binding proposed cost of services, based on the inventory and details available at the time. As discussed in our face-to-face interactions, the final charges were determined by the actual volume of goods handled, transported, and placed in storage.Unfortunately, more items were involved than initially expected, which contributed to the difference in cost.
  
  Ms. ***** was charged properly for the services rendered, in accordance with our estimate and agreed-upon terms. We stand by the accuracy of our pricing and remain available to answer any further questions.
  
  We appreciate her business and the opportunity to serve her moving and storage needs.

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  As I have stated numerous times, nothing was added or changed to the belongings to be moved. The estimator came to our home and went through the entire property, attic to basement, both garages and inlaw. I was very clear as to what was to be included. 

  I fully understand that estimates are just that however, to more than double the price for the move and storage fees is totally unacceptable. As advised by my attorney I have requested a visit to see the storage containers (not to remove any items, just to see how many there are) and have been denied unless I pay more fees.

  I have paid $4,000 well over the estimate for moving which was $3,183 BEFORE the $200 deposit and $600 credit for storing at their facility. An increase of $2360 is unacceptable.

  I have been sending $500 per month for storage which is $145 per month over the estimate of $345. Palmer is asking just over 90% over the estimate ($725) for storage, again, after their "experienced estimator" went through the entire property accompanied by me. This was NOT a phone estimate.

  I feel that I have been more than fair and for any company to raise fees is not only unacceptable but criminal.

  **** *****
  
  FAQ
  
  Regards,

  ****