Complaints

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

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  Dedicated Moving

  14 Buckingham Dr Billerica, MA 01821-3202

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  Dedicated Moving

  936 Lowell Rd Groton, MA 01450-1521

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:09/13/2022

  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.

  Hired Dedicated Moving to move items from a one bedroom apartment to a 10x10 storage unit. Upon providing the details of the job, was given a discounted estimate of $500-$600, at a rate of $200/hr. When the two movers arrived, I was informed that 30 mins of travel time had already been added to my bill. Upon arrival, *****, the business owner informed me that he was injured and had just been approved by his doctor to lift 30 lbs. This was concerning, as I had some large and heavy items that needed to be moved. The entire move was slow, unprofessional, unorganized and sloppy. Instead of wrapping larger items with moving blankets to prevent damage, as advertised on their website, ***** used a small roll of shrink wrap that was not only tedious and time consuming, but did not protect my items from damage. At one point, he told me that if I didnt want my cabinet to get damaged, I should go down to his truck and fetch him a moving blanket, as if I were his employee. After about an hour of seeing how little progress had been made, I began moving my items into the truck myself and continued until the apartment was packed. At one point, ***** destroyed an entire bookshelf by dropping it down the stairs, not even bothering to clean it up. His coworker accidentally threw a nightstand into a dumpster. On the way to the storage unit, ***** informed me that the charge was going to be closer to $700-$900 due to traffic. The travel time to the storage unit was 45 mins, with traffic, and should have been factored into the initial estimate. When a couple of friends came to help me move my items into a smaller unit, we discovered that the majority of my belongings had been damaged and strategically placed in the unit either upside down or facing the wall to hide the damage. A brand new mattress and pillow top is now filthy, despite being covered. The cabinet is broken with the front and back panels removed and handle ripped off. The nightstand is dented. It was utter chaos.

  Customer Answer

  Date: 09/25/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/06/2022

  I try to work with all customers and resolve any issues. All items were purposely protected. We worked hard and not a thing was damaged.

   

  Let it be noted this is someone I grew up with and it is a problem with the amount I charged her. She didn't mention anything about the price being too high. Never called to go over it.

   

  On top of that ran into the storage unit accusing me of breaking something and when I showed her what the sound was acted like I still was doing wrong.

   

  I wish her luck

  Customer Answer

  Date: 10/14/2022

  The statements in the business rebuttal are completely untrue.
  
  
  As I initially stated, no moving blankets were used at all despite the business website specifically stating that they do use them. This combined with the carelessness my belongings were treated with was the cause for a substantial amount of damage.
  
  
  The business owner took complete advantage of the situation by increasing the price to $300 over the initial estimate after all of my belongings were already in the moving truck. The reason given for the increase in price was that there was "traffic", although the commute to the destination was 45 mins, traffic was minimal and travel time should have been factored into the initial estimate.
  
  
  This wasn't the only instance where the business owner took advantage of the situation. As soon as he arrived at my residence, he informed me that he had added a half hour of travel time to the charges to account for the time it took him to drive to my residence. This charge was not mentioned in the estimate. 
  
  
  As soon as the business owner stepped into my apartment, he informed me that he was injured and unable to lift anything heavy. This not only prevented him from being able to do his job but also caused the process to slow down significantly, leaving his inexperienced colleague to move heavy, unblanketed furniture without any assistance. 
  
  
  At one point, when his colleague asked me how I preferred my items to be arranged in the storage unit, the business owner screamed at him to answer to him, not me. Shortly after that, loud slamming and an even louder crash could be heard coming from my storage unit. It was so loud that another tenant told me I better go check on it. When I asked the business owner if anything had broken, he claimed that everything was fine and then proceeded to mock me in the elevator. This unprofessional and aggressive behavior made me feel unsafe and afraid to mention my dissatisfaction with the service.
  
  
  There is a ****** review for the business from another client that describes a similar situation where the business owner had yelled at and belittled his employee. The business owner responded by denying that as well, calling it a "fake" review.
  
  
  I'm submitting a photo of a cabinet that was found broken and strategically hidden against a wall of the storage unit. The cabinet was fully assembled, functional and in great condition prior to it being moved. Also before this item was moved, the business owner told me in a threatening tone that if I did not want the piece to be damaged, I should go out to his truck and get his moving blankets for him. I did not get the blankets, as I do not work for the moving company. That being said, I still lifted and carried a large number of boxes and other items to the moving truck myself in an effort to speed up the process.
  
  Regards,

  *****

   

   

  Business Response

  Date: 10/17/2022

  No complaints were voiced to me. That photo is of shelves and they were removed. The mattress she claims is covered in dirt is not true. It had a mattress bag before we arrived.

   

  She was given an estimate. Had her shirt undone a few to many buttons. This is personal if you ask me.

   

  None of her items were damaged. We moved quickly and efficiently.

   

  I wish her luck. No money will be refunded. We are not liable after the fact.

  Customer Answer

  Date: 10/25/2022

  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. 

  The dishonest responses from the business owner in an effort to evade responsibility for the damage and poor business practices make this situation impossible to resolve. He also continues to attempt to argue with me and make inappropriate, unprofessional comments via text message.
  
  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,

  *****