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:06/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 hired ********************* (Men with Muscles) to move a couch upstairs in our home on June 14, 2024. He said he was a mover and had insurance. His price was $325.00 for the job. I explained my L shaped staircase and how many steps etc. When he arrived the couch was wrapped for protection . When he came in he looked at the area and then proceeded to start the move with his teenage nephew who it seemed knew nothing about moving a couch. Half way up around the corner the couch apparently got stuck . So without telling me that . They pushed and shoved it up. Deeply gouging and denting my wainscoting. I brought it to his attention and he said he would come back the following Wednesday June 19 to make the repairs. I paid him in full in good faith he would repair the damage. June 19 I get a text saying that he wouldnt be coming and said the damage wasnt that bad and he would make it worse trying to fix it. I said then maybe this should be an insurance claim. Since then *** called and texted him with no response

  Business Response

  Date: 07/11/2024

  First off, there wasnt a teenage nephew with us on this job.  It wasnt my nephew and he is not a teenager.  Also, we have moved many couches before, all different types through all different stairways etc.  Consumer bought a couch on ******** ****etplace, and asked if we could move it upstairs for her.  The answer was yes, we can do that.  When we arrive, to our surprise, we had to first move this big heavy couch that she already had in its place.  She wanted it moved to the end of the driveway.  I mentioned I don't recall talking about this couch, and she said yes, she brought it up.  I ended up going through our texts etc. afterwards to look for that verbiage and couldn't find it anywhere.  Anyways we ended up moving it down the stairs, to the end of the driveway, for no extra charge. That couch barely made it, but it made it. Now the other couch she bought was a monster couch, but not only was it a monster couch, the legs didn't come off.  They may have if we applied more pressure but I didn't want to break them.  The person she bought the couch from had no idea if they came off or not, when we removed the couch from the seller.  One of the legs too was slightly wobbly, and I mentioned that to her afterwards, and she thought we did that, but I said no it was like that when we got it.  It was still in working order and all, it was just a little wobbly so to speak.  Going back to the couch legs that didn't come off, that can be a problem, especially going up the stairs through a narrow hallway like the consumers.  I mentioned to her that the legs didn't come off when we arrived and told her it could be a problem.  From there on in, the consumer didn't say anything and I said we can move forward with it, and see how we do if you want, and they agreed.  Well it was a very tight squeeze to say the least, but we ended up getting the couch though.  The legs rubbed up against the wall trim in a few areas.  When you are in a hallway and a massive couch is a little stuck, its almost too late to turn back.  Consumer didn't say anything about us stopping.  So we ended up getting the couch in.  The ****s on the wall trim are minimal to say the least.  It wouldn't even be noticeable to the naked eyes unless it was pointed out.  The pics she took were zoomed in to the max.  If you zoom any **** in, it can look a lot worse.  I was going to patch up the ****s, but to tell you the truth, it would have looked worse.  She wanted me to sand them down, and fill it with wood filler etc. etc.  If I did that, it would have been a lot more noticeable.  So that's when I told her we are better off leaving it alone.  Consumers apologized to us continually when we were there saying they are sorry we had to go through this, and that they never took measurements etc. etc. after the couch was already purchased.  In this situation we are better off leaving the wood trim the way it is, if we sanded a bunch of areas and filled with wood filler and repainted it would have been a lot more noticeable.  

  Customer Answer

  Date: 07/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am not sure what embellished  narrative is being said.  Ive included new pictures to sure the damage. First your business card said you are insured besides me asking you that as well.  The other picture shows the dents and first ***** that is approx 2 inches in dia. The next pictures are the largest ***** which is not enlarged to the *** has he stated. It is 3 1/2inches one way and 3 1/2 the other . Its close to 6 inches from point to point.  He said its not that bad?? If it were my house I wouldnt do anything.  Which one on my carpenters that looked at it laughed, saying , well we must know how his house looks like if he thinks thats not bad.  Also, I didnt mention before because Im more concerned with the wood damage . Is that he and his partner who was introduced to us as his nephew, soiled all carpet on the stairs which I will have to have cleaned . And a pretty decent chip above the wood railing out of the dry wall which I will take care of.  He never mentioned the legs at all when he arrived the couch was totally encased in packing blanket and shrink wrap. So there was no conversation or approval to proceed. I said dont you want to see the area first before you start. Oh ok. He went upstairs . Looks good. And they started. The upstairs couch you had to move was discussed.  We had phones calls as well as texts.  I laid it all out.  3 steps into house , 12 steps on a L shaped staircase etc.  We offered to tie up the foyer light. He said it would be fine no need.  The old couch which he says was huge was about the same as the one coming in that was wrapped.  His nephew/partner was up front , he was in back.  They were struggling because of the area.  He kept giving partner instructions because he didnt know what to do in a tight spot . Owner said ok can we tie up light which at that point was too late the couch was in the way. I walked away because I was so nervous because of the weight and them struggling.  I was apologizing because they were sweating profusely with the weight and I felt bad.  The only discussion on the legs was he said it would have been easier if he was able to take off the legs and the wobbly leg when it was unwrapped.  seeing the damage he had the gall to say something had to suffer getting up the stairs . What? , He he said he would resolve the issue and would return the following Wednesday.  We spoke on the phone on Sunday and he said he watched a lot of how to videos and when I said maybe you need to put in a insurance claim , he said that really he wasnt responsible for any damage. What !?!? So after he didnt come on Wednesday, he has disappeared .  I want some reimbursement to get the wainscoting repaired
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/13/2024

  These are the added pictures to go with response from July 13, 2024

  Customer Answer

  Date: 07/13/2024

  These are the added pictures to go with response from July 13, 2024

  Customer Answer

  Date: 07/17/2024

  Additional pictures

  Business Response

  Date: 07/31/2024

  I offered to come over and repair a few of the scratches, but not all including a minor *****, where the paint didn't come off, or anything.  To sand it down and fill with wood filler would be risky, and recommended just leaving it be.  Nothing is really visible to the naked eye as you are walking up the stairs but if we start sanding and filling with wood filler, it will stand out.  So that's where we left off.  I haven't heard from the client on if they want me to repair a few of the minor scratches, I believe they wanted the whole area sanded and filled with wood filler.

  Customer Answer

  Date: 07/31/2024

  I dont understand this conversation. This is inane !! You caused damage in at least four places and chipping the paint off. You were paid in good faith . My mistake to think people are honest. You offered to come back on June 19 and texted saying you couldnt . I have records showing I called you on June 15, June 19, and June 25.  To no response . I texted you on June 19. No follow up response. So I filed a complaint on June 26.  What part am I missing.  The damage is noticeable from at least 6-7 ft away.  Even if it wasnt , which it is, its damage you caused.  Other than trying to justify there is no damage , you have offered no resolve.  Other than me asking for you to put in an insurance claim, which I guess you dont have. Because you have ghosted me since June 19.  Insane!! And unbelievable deflecting . I want money to fix the damage caused 

  Customer Answer

  Date: 07/31/2024

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

  I dont understand this conversation. This is inane !! You caused damage in at least four places and chipping the paint off. You were paid in good faith . My mistake to think people are honest. You offered to come back on June 19 and texted saying you couldnt . I have records showing I called you on June 15, June 19, and June 25.  To no response . I texted you on June 19. No follow up response. So I filed a complaint on June 26.  What part am I missing.  The damage is noticeable from at least 6-7 ft away.  Even if it wasnt , which it is, its damage you caused.  Other than trying to justify there is no damage , you have offered no resolve.  Other than me asking for you to put in an insurance claim, which I guess you dont have. Because you have ghosted me since June 19.  Insane!! And unbelievable deflecting . I want money to fix the damage caused 
  
  Sincerely,
  
  *********************