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Business Profile

Moving Companies

Charles River Movers, LLC

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/01/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore 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.
    Obtained quote from piano moving companies in July 2023; chose Charles River Movers (CRM) based on guarantee they had experience and insurance; Arranged move from ******* to ********* on July 16, 2022 I was present for entire move; inspection prior to move did not reveal damage (nothing recorded by mover)Following move, identified crack along piano fallboard and ****** in casing along same edge of piano; crack caused by great force Contacted CRM about damage via email and they said they would consider repair estimate (CRM offered to repair at no cost); no reply from CRM following submission of repair estimate via email in September or 30-day demand letter; they did respond to my ****** review (in the review, they were misleading they did not visit to visualize damage and we did not ask them for refund of move, only for damages)Witness statement - Expert piano repair person recognized crack by improper moving conditions (strapped/wrapped incorrectly)

    Business Response

    Date: 09/11/2023

    Said damage was pointed out to the owner of the piano before Charles River Movers Touched the piano. I have lost the papers for the claim. If **** could forward a copy of the court papers I will pay the claim.

    ****************;

    Charles River Movers 

    ****************************************;

    *******, ** 02453

    Customer Answer

    Date: 09/20/2023

    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. 

    An email containing information on repair costs was sent to the owner of Charles River Movers.  Information on the cost of damages was also included with the BBB complaint. No payment was received from Charles River Movers. 

    The piano had been purchased new directly from the manufacturer approximately 12 years ago.  Prior to the move, the piano was in excellent condition, like new, and no damage was recorded by Charles River Movers during the pre-move inspection.  

    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: 09/21/2023

    I am not sure what I can do beyond paying for the requested amount. Check # ***** for $752.76 was sent to ****.

    Customer Answer

    Date: 09/28/2023

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *********************
  • Initial Complaint

    Date:10/18/2022

    Type:Service or Repair Issues
    Status:
    ResolvedMore 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 used Charles River Movers for my residential move on Friday, October 14, 2022. I was charged $2684.00 total for the move and travel time. The company bills $400 an hour for travel time and move - billed in 30 minute increments. I was told by the sales manager, *********************, that travel time is typically between ***** minutes "port-to-port" meaning from the warehouse in Waltham to my home in *********. I was billed 3.5 hours in travel time and 3 hours for the move (the move started at 9:15am and went until 12:05pm). When I asked the movers why I was being billed 3.5 hours for travel they couldn't explain and just said that they were told to bill 1.5-2 hours each way "from port-to-port". I also came to learn from one of the movers that once my move was complete, they were going on to another move and that next customer was also paying "port-to-port". So there is an element of "double dipping" occurring. I emailed both the owner and the sales manager to request reimbursement for some of the travel time and I also called and left a message. No one is responding to my calls or emails. I think what has been done is unethical and I would like reimbursement of $800 (2 hours of the3.5 hours of travel time). Thank you for your attention to this matter. *************************

    Business Response

    Date: 10/25/2022

    Once we were made aware of the situation it was corrected with approval of the customer.

    Customer Answer

    Date: 10/27/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *************************

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