Complaints

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• Initial Complaint

  Date:10/22/2024

  Type:Product 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.

  9/10/2024. The first issue that I would like to address as the fact that the employees were seeking compensation on top of the additional charges that we had already paid for the items to be moved, and thankfully the transaction for the additional payments didnt go through because we didnt know that we were going to be charged later on on top of that so this has seemed deceptive based on The way the employees had explained what the owner had processed after . My biggest complaint is the fact that I used Angies list to be able to find movers to do the job. They did the job, but I had an issue with where my bedframe was damaged and I had submitted this information and the company had supposedly told Angies list that they were going to send me a claim form that I still havent received and were talking about over 45 days now. I dont wanna be held responsible to pay something that they should be covering because they had damaged it in The process of doing their job. I am seeking help to be able to get this complaint resolved and finalized because I just received a phone call from ***** and they tried to contact my Penny and they werent able to get a hold of anybody.

  

  Business Response

  Date: 10/23/2024

  Hello,
  
  We provided moving services to this customer, but several misunderstandings arose. Initially, we communicated all the details to Mr. ******** However, he then forwarded the communication to Mrs. ******* (mom) due to his busy schedule. While we provided all necessary information before the move, it became clear at the end that not all details were shared between them.
  
  On moving day, when our team arrived, they noticed the number of items Mr. ******* wanted moved was different from what was listed in the inventory created at the time of booking. We informed Mr. ******* that we could accommodate the extra items, but it would require additional time and result in a higher cost than the original quote. He agreed and signed a waiver to authorize the extra items.
  
  After the move, Mrs. ******* expressed surprise at the higher bill, which puzzled us since we had the signed waiver. A few days later, she called our office in a disrespectful tone, again questioning the increased charge. Our move coordinator explained that the additional cost was due to the extra items and reiterated the signed waiver.
  
  Despite our explanation and adherence to the agreement, Mr. ******* filed a complaint with ******* List. Our office promptly responded, providing all relevant documentation, but his complaint was denied for clear reasons.
  
  Additionally, Mr. ******* claimed that a bed was damaged during the move. On September 16th, our move coordinator emailed to the same email used for previous communications, requesting proof of the damage for review, but we never received any photos. We also have a "File a Claim" page on our website for such issues.
  
  While all this was happening, Mr. ******* disputed the full amount with his bank without waiting for updates, which unfortunately means we cannot process any claims until we receive full payment.
  
  Mr. ******* can still send us pictures of the damaged bed, and if it was indeed damaged during the move, we will honor our agreement and either repair or reimburse the damage based on the chosen insurance option.
  
  Regrettably, Mr. ******* reached out to you seeking a refund despite violating the agreement, having his complaint denied by ******* List, and losing the bank dispute. We can provide all documentation, including agreements, waivers, emails, and notifications upon request.
  
  We strive to honor and respect all our customers and address any issues, but in this case, it appears Mr. ******* is disregarding all the facts and requesting a refund of an amount higher than the actual cost of the job.