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:12/21/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  We selected College Hunks to help us move on 9 Nov 2023. Our team was extremely rude addressing me by “hey you,” used delay tactics to run out the clock, and could not actually complete our move. We had to hire another company to actually get the job done. We paid this other company another $1000 to actually move our items up the stairs where we wanted them in the house and they were able to without any problems. The College hunks team told us they cannot get those particular items up the stairs. Most were on their phones during the move time and had to be told by my husband how to lift and move items. My husband and I ended up doing most of the heavy lifting because they told us they couldn’t. They also broke an item during the move and only compensated us for $50 despite showing a receipt that the item cost $149.99 and the fact that we paid for their insurance AND the extra $30 we paid for the extra box protection for this particular item. The $50 is an insult. I have called their call center almost everyday for nearly a month now, sent emails to the person in charge of the claim, and even reached out to the person who did our initial estimate. The employee in charge of the claim has yet to respond to my emails or voicemails. The call center says they will send a message to the local managers. I am still waiting on a response from a manager. I am hoping BBB can assisting me with getting some resolution with College Hunks for the horrible experience we had and the fact that we had to pay another moving company to actually complete the job.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filed a liability claim on November 20th for a representative from the Rockville, MD branch to respond back to me (within 3-5 business days). It has now been 23 business days, and no one has contacted me about the horrible service that was provided to me or the damages I have reported. See below for a timeline of events of the service of which you have provided: November 18th: 2 College Hunk Movers were scheduled to arrive from 2-4PM EST; they arrived 2 hours late past 6PM EST. I requested a full-service move (loading, transportation, and delivery), which was estimated for 3.75 hours. The team spent the entire 3.75 hours loading only and failed to complete the job the same day. One of the team members was too tired and the team leader (******* *****) asked me, the client, to assist in the move that I was paying for. Your company charges per hour, and you sent someone who could not perform the job which inevitably extended the service hours. Never have I heard of a moving company that has asked their client to help assist in their job. All of my furniture was loaded onto the truck and taken to your facility because the job could not be completed that same day. November 19th: I was told by ******* that someone would contact me the next day at 10:30 AM EST on the confirmation of the team's arrival at the delivery site. I was not called back until 40 minutes before the team arrived at 3:30 PM EST. When the new team opened the truck's doors half of my items were scattered across the truck bed and major damages occurred. Your team explicitly stated the previous day's crew did not properly load and fasten my property. The mishandling of transport led to the damages. After the unloading of my items, your crew by direction of your operations manager, requested I pay an additional 2 hours of service ($298); a job that should have been completed the day before if your company had sent a competent team. I require a refund and payment on damages.

• Initial Complaint

  Date:09/10/2023

  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.

  We hired College Hunks Hauling Junk (CHHJ) out of Rockville, MD, to move our household goods on August 8, 2023. Prior to the move, we completed a Shipper Declaration of Value form and purchased liability insurance in the event the movers damaged any of our property. On this form, we chose Option 2, "Repair/Replacement Value" and agreed to pay $149.00 to ensure each good at $3.00 per pound per item. During the move, CHHJ movers damaged two items weighing a total of 541 lbs. This means CHHJ should pay us a total of $1,623 to cover the damage. However, ****** *********, the CHHJ Move Operations Manager, claimed in an email on August 25, 2023 that we selected Option 1 "State Mandated Minimum" at $0.60 per pound per article, and said we would only be paid $324 for the damage CHHJ caused. I emailed ****** a copy of our Shipper Declaration of Value Form on August 25, 2023 showing that we selected Option 2 insurance, but received no response. I have called Carlos at the number in his email signature block multiple times and he never picks up. I have also called CHHJ Customer Service, but seem to only speak to people who can take messages and never direct me to management. I am filing this complaint because I would like to seek recoupment for the full amount of liability insurance commensurate with the Shipper Declaration of Value Form we signed on August 8, 2023. Thank you, ********************

  Customer Answer

  Date: 10/02/2023

  CHHJ reimbursed us for the damage according to the additional insurance we purchased. Im happy to state this claim is resolved! Thank you for your assistance.

  Customer Answer

  Date: 10/02/2023

  CHHJ reimbursed us for the damage according to the additional insurance we purchased. Im happy to state this claim is resolved! Thank you for your assistance.

• Initial Complaint

  Date:08/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We haired this company for 2 hours for the rate of $650. They took 8 hours to move from one bedroom apt to another one bedroom apt 2 blocks away. The broke most of kitchen stuff, took our $3000 couch and book selves, demage walls and door. Charged us $1600. We file a claim but no resolution so far. We have been calling them since July 28th 2023 .they never pick us our calls. Can you guys Pl help us to recover our $3000 loss as well as $1600 for moving. Thanks

• Initial Complaint

  Date:02/24/2023

  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.

  I experienced many upsetting and unethical practices during my move from Washington, DC to Arlington, VA on Sat, Feb 11, 2023 with College Hunks Hauling Junk as our movers. My fiancé and I booked them after filling out their online form, receiving a call from their customer service, and receiving an estimated time for the move of 2-4 hours at $219/hr. plus $275 charge for the moving truck. I paid a deposit of $219 to reserve our time slot, which would go toward our final invoice, and was told of any additional charges or move restrictions during that call. We learned during the course of our move that the Captain of the team is financially incentivized to elongate the time of the move by 1.5 to 2 times the quoted amount. For our move, the Captain received an email with a different time estimate of 6-8 hours and, we later heard, that the move must last at least that duration in order for him to receive his pay bonus. In order to extend our move to that length, the crew engaged in a variety of delay tactics, including arriving at the wrong location for both our old home and new one - and starting the clock at their initial arrival at the wrong location, as well as performing a very leisurely walk-through (this all added 40 minutes at the front of our move before their work began). They packed and then unpacked our boxes and furniture at a very leisurely pace. Never during our move were all three men in the crew actively helping to move, despite having two freight elevators for their exclusive use at our new place; only one mover came at a time to drop off boxes with long gaps between drop offs. They also spent over an hour re-wrapping our already wrapped and disassembled furniture. Lastly, to add additional time at the end, they charged us for an additional 20-30 minutes to "inspect" and "clean" the truck after all of our belongings had been delivered. With all of these delay tactics, they charged us for 7 hours for a move from a 2bd/1ba townhouse to a 2bd/2ba apartment where everything was boxed, disassembled, wrapped, and ready for them upon arrival. In addition to these delay tactics, they charged us extra for using their moving equipment, in this case C-bins (large open boxes on wheels in lieu of moving dollies or hand trucks), and charged us extra to wrap our mattresses and box springs without letting us know that these service cost extra or asking for our consent beforehand. They also only move TVs in boxes (something we weren't told beforehand) and charge $45 extra to "rent" the tv box they have for use in their truck. Lastly, during our move they informed us that they do not move plants, even plants stabilized in boxes. We were not informed about this in advance. Lastly, they wrote up our invoice for a total of nearly $2,000 (at least double what we were anticipating and quoted initially). We asked to speak to a manager but they refused. The Captain stepped outside to call his manager and when he came back gave us an ultimatum: we either pay the full amount due or he would call the police on us. At an impasse and feeling very taken advantage of, we told them to call the police on us, which they did. We called their main line to try to get through to a manager ourselves. The customer service rep took down my information and I have yet to receive a call back after 12 days now. The officer that came was very professional and explained that this is a dispute related to pricing and services rendered and does not require a report. Now, we are expecting College Hunks Hauling Junk to either send the amount they claim is legitimate to collections or sue us. Note: they did not leave a copy of the invoice with us nor send us a copy by email or regular mail. We prepared an in-depth account of that day and our experience to share with the corporate office and are happy to provide additional information if it would be helpful. I would also like to ask the BBB to help us in resolving this matter.

  Business Response

  Date: 03/19/2023

  ---------- Forwarded message ---------
  From: ******************************* <****************************************>
  Date: Fri, Mar 17, 2023 at 11:17 AM
  Subject: Complaint ID ********
  To: Dispute Resolution Team [email protected]>

  
  
  

  Hello BBB,

  
  

  In regard to this complaint, we have reached out to *********************** and have agreed to a revised price with **************** revision of his review and statement. We believe we have resolved this amicably and will use this experience to grow and get better.

  
  

  Thanks, 

  
  

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

  Administrative Services Manager, DC Metro

  College H.U.N.K.S. Hauling Junk & Moving | Rockville, MD

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would also like my complaint removed from public viewing.
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:11/07/2022

  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.

  I moved on September 24, 2022. The move itself went great; however, my adjustable bed motor was damaged and I haven't been happy with the follow up from College Hunks Hauling Junk regarding my request for a claim for replacement or repair of the platform mechanism. During the move, the adjustable platform bed was loaded onto the truck last, along with my bed frame and headboard. I saw that the platform was laid across boxes on the truck and not secured and was just laid on its side; however, I figured that would be adjusted and secured when it came time for the truck to leave. My move was long and consisted of multiple stops. My bed was the last item moved into my new place, and since the platform was laid on top of the boxes, I can imagine that it was handled a bit before it was brought in the house. when the motor was plugged into the wall the remote didn't work. There was power coming into the adapter, but that was it. The crew looked it all over and could see no damage to the exterior of the connection; at which point a mover recommended that I try purchasing another adaptor. That didn't make sense since the adaptor had power and I wondered why he would tell me that when all four of us could see that the power adaptor was not the problem. My bed still doesn't work. Two weeks after I moved I emailed the Rockville manager and the claims dept after not getting an answer on the phone when I chose the option to speak with someone regarding something other than a move. After answering a few clarifying questions about the damage I observed there was no reply until I followed up with them SIX days later and this is the reply I received: Hello ******************,I am sorry for the delay in getting back to you. College Hunks stance is that since we did not disassemble or reassemble the motor, and there are no visible signs of damage to the motor, that we are not liable for it no longer working. I am sorry for the inconvenience. Signed ***

  Business Response

  Date: 01/18/2023

  --------- Forwarded message ---------
  From: ******* ******** <****************@chhj.com>
  Date: Tue, Jan 17, 2023 at 1:15 PM
  Subject: Complaint ID ********; ******* ****** *******
  To: Dispute Resolution Team <[email protected]>
  
  

  To Whom It May Concern:

  
  

  In response to the complaint filed by *** *******, yes, our stance is that a piece of electronics, motors, wiring, cable, etc. that we didn't disassemble or reassemble, must have some sort of external evidence of physical damage to explain the internal or hidden damage to the item. Since the move on September 24th, to the writing of this BBB complaint on November 7th, the piece in question, to our knowledge, has never been analyzed by a professional or repair company, so to this day, no one really knows what happened to it. All we know is we transported it without incident and returned it to *** ******* in the same state we were given it.

  
  

  Thanks,

  
  

  Matt S*******

  Administrative Services Manager, DC Metro

  College H.U.N.K.S. Hauling Junk & Moving | Rockville, MD

  Customer Answer

  Date: 01/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  My bed was working the day before it was moved. College Hunks provided basic insurance coverage; to which this claim should apply. I am surprised that they would not consider my claim and subsequent complaint, and after spending thousands to move that they would at this point suggest I incur additional costs to investigate damage that I know resulted from their careless handling of my plat form bed. I'm disappointed and will not recommend them to anyone who is not willing or able to personally supervise the loading and unloading of their belongings by these movers. In an already stressful situation that day, and as a single woman seeking to facilitate the many moving parts involved a company I thought would this to the end to my satisfaction has let me down. It goes against their moniker of making your move stress free and this is unfortunate.

  Regards,
  
  
  
  ******* ****** *******

• Initial Complaint

  Date:08/19/2022

  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.

  I have attached a document with the full complaint that I sent to College Hunks. They have not agreed to a reasonable solution to this issue (a full refund and compensation for my property that I witnessed them damage and destroy). The company deliberately acted to extend the time needed to complete the contract for services in an effort to charge more, they damaged and destroyed multiple pieces of property, they refused to communicate with me while and after the services were actively being carried out improperly, and they intimidated me into signing documents at the end of the service provided. I am a young female that was left alone with two grown men being told to sign paperwork that I did not agree with or to. I tried to contact the company ahead of time so I was not put into this position but I only received one return phone call and was not offered any assistance in dealing with the issues by the management of the company when I requested it. The company did not meet the quality of service that they guarantee. They did not complete all services they were contractually obligated to. They damaged and destroyed my property. They put me in an uncomfortable and intimidating situation.I tried to contact the local franchise multiple times and received no response. I was forced to file a formal complaint through corporate and received the email response to my claim in the attached documents below. I have attached a document with the full extent of all of the issues encountered on the day of service and the many times that I have followed up to try to communicate with the company, only receiving two responses over the past month.

  Business Response

  Date: 09/29/2022

  ---------- Forwarded message ---------
  From: Matthew S**************** <*******************@chhj.com>
  Date: Thu, Sep 29, 2022 at 10:38 AM
  Subject: Complaint ID ********
  To: Dispute Resolution Team  <[email protected]>
  

  
  

  Dear BBB,

  
  

  To address the complaint by ****************, we want to refer back to the emails that were submitted by ****************. The main complaint to the BBB is about the pressure she felt as a woman alone, being pressured and intimidated. We take those claims very seriously. However, in the email exchange **************** submitted she never once mentions that. In fact, part of her claims in the July 15 email is that her boyfriend and mother had to help during the job. 

  
  

  Attached is the agreement for reimbursement in case any damages occur and in the email exchange is a full breakdown of how we reimbursed her for damaged items as well as an hour back for lost time. The email exchange ends on July 22, because on July 23 **************** initiated a full refund request with her credit card company, which is still pending. At that point we were no longer in discussions with *****************

  
  

  Yes, some items were damaged during the move, but nothing was damaged on purpose, with malice or because of negligence. We feel as though our resolution was fair.

  
  

  Thanks,

  
  

  Matt S***********

  Customer Answer

  Date: 09/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  
  

  Just because the intimidation was not mentioned in my original message does not mean that it did not occur. As I clearly state in my messages, I did not want to get an individual in trouble for the situation that occurred that day because I believed the issues were a failure on managements part. Only after the company refused to discuss the complaint and only responded that they would do the bare minimum required by law, did I feel the need to bring up the situation that occurred at the end of the move. Both of the men were friendly with me throughout the first part of the move. After I called the company to complain about the issues half way through the move, the demeanor of the movers did change a bit to be less outgoing and friendly, however the actual effort they put forth and the pace of the move did not change, nor did the breaks or personal phone calls. The end of the move, when I raised questions to them about my issues with the move, is when the intimidation occurred.  

  
  

  My boyfriend and my mother did help me with the move. However, my boyfriend had to leave half way through the move (he was supposed to be there until the scheduled end of the move but because it took so much longer than it should have, he had to leave for the airport to fly across the country). I called my mom to come join me after the demeanor of the movers changed. She was present for part of the move, but has health issues with her spine (which she has had recent surgery for) so she was in a bed six floors away when the intimidation occurred. 

  
  

  After the move, I was in the loading dock with one of the movers. He told me that I needed to sign paperwork for them to leave. He then showed me the break down of pricing and explained that they would not charge me for the two hours at the beginning of the move (they showed up two hours late & were not charging me for time that they did not work, NOT cutting me a deal or offering me reimbursement). When I expressed that I had significant issues with the charges, the hours, and the work of the movers, especially the other mover that was not at the time present, we started to discuss these issues and potential resolutions. At that time the second mover arrived and the first mover became very uncomfortable, expressing that we should not discuss these matters in the second movers presence. I expressed that I still did not agree with the charges and they both explained that they are not allowed to leave without the documents signed. When I asked how to dispute the charges I was told I would have to sign the paperwork and then communicate with management. I was intimidated into signing the paperwork when two men told me they could not leave my property until I did. 

  
  

  I did dispute the charges with my credit card company through their dispute option in relation to services not fully fulfilled as contractually promised. Unfortunately, the documents that I was intimated into signing via the company policy for the movers not to leave the premises until they were signed, were provided as evidence and the credit card company will not reject the charge. I filed the dispute only AFTER the company refused to discuss a reasonable resolution, delayed response times, and then refused to communicate with me all together. I have worked very hard to find an amicable, reasonable resolution to this matter without involving a third party. Unfortunately, I have had to follow other paths to engage with third parties like the BBB in an attempt for resolution due to the lack of communication from the company. 

  
  

  It is absolutely unreasonable to EXPECT items to be damaged in a move. To go further, it is absolutely unreasonable and bad business practices to not properly secure and transport items during a move that directly lead to damage. There was absolutely malice and bad intention when I complained to management half way through the move that the items were not being handled appropriately, that there were personal phone calls and breaks being taken throughout the move, and that the customers were moving more items faster than the movers were. The practice of extending the time of the move when a customer is paying by the hour is in itself malicious and purposeful. 

  
  

  Regards,
  
  *****************************