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:06/16/2023

  Type:Sales and Advertising 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 hired Fech Moving & Cleaning Service. My credit card was billed 3 times and charged the incorrect amount. I called and spoke with the owner. He said it was in error and it would be credited back. I gave it 5 days and it was not credited. I reached out to my credit card company and I found out that someone created an account in my name with a credit search company. I was able to obtain information from the credit search agency and was shocked to learn that the billing address was my rental property where I had hired Fech Moving. That address was never used on any documents. The only way the company would have known that address is from this one transaction with the moving company. I was able to get the email used. The email was the name of the owner. The owner has harassed me and came to my personal residence to the point where I had to call the police. The company tried to intimidate me and I felt threatened. This is not a way to conduct business. if you can investigate. I can provide you the police reports and case information. Thank You *************************

  Business Response

  Date: 07/19/2023

  Hello, 

  To whom this may concern: 

  This is totally in accurate. ************************* signed up for our eviction services. ************************* was actually billed 4 times. He initially made a deposit of $564.07 which was roughly half of the deposit that covers the first hour of the eviction services. He then paid a the remaining balance for the first hour of the eviction, $581.61 the day of the eviction, May 22nd. The eviction unfortunately took longer than an hour due to the sheriff showing up late and the amount of items that needed to be removed from the property so ******* was billed an additional $1095.15, which he was made aware before I approved purchase with his card. It's is also stated in his contract that he signed. It is also an attachment to this response. His receipts for all transactions will also be attached to this response. After evictions, normally customers ask us to remove the property that has been removed and to take it to the dumpster, ******* and I tentatively agreed for FECH to remove the items from the property after 24 hours. We billed him ahead of time $1187.10 to remove trash. He then later notified us that evening that he did not need this service. This is the only refund we initially owed back to *******. Yes, it was our fault for not refunding ******* immediately which we admitted and apologized to ******* about. We spoke to ******* prior to this BBB complaint and everything seemed resolved. ******* then went back to his bank and disputed all charges to his bank which is what caused all of this commotion. We reached out to ******* and asked why he disputed all of the charges and why not just the trash shoot. He said he would write a cashier's check to remedy the problem. We asked for tracking information for the checks so we could assure the checks were on its way. We also informed ******* that if we did not receive tracking information for the checks due, we would have to respond to the open dispute he created with his bank. ******* failed to respond so we replied to the dispute. Ive tried to follow up with ******* several times to get things back in order so we could remedy this situation and he has failed to respond. I will also be attaching a text thread between ******* and FECH. 

  Customer Answer

  Date: 07/20/2023

  [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 bank still have all the charges on my account, This was clearly after Fech received the Cashiers Checks which was payment in full. This included the deposit and for the extra time.  ******** is stated that Fech has not let his bank know that the account is paid in Full.

  The other issue was that an account was opened using my credit card at instant checkmate.  I called instant checkmate and was provided the email of the person who opened the account which was the name of the company owner. Also, the address used was of the property location which has never been used on anything.  I filed a police report on this.  
  
  Concerning the credit,  I had called the owner and he did apologize but it was not done.  I gave him ample time. In addition, the harrasment  that I have endured over this one move that lasted about 2 hours.  I have never had an experience like this.  Fech needs to have his bank call my bank and say this is paid. I have incurred other cost associated with this.
  
  I have been more than patient and understand things happen. I would like this resolved.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/20/2023

  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 contacted this company on 4/6/23 to service an eviction which took place at 1pm, 4/14, 2023. Over the discussion on phone, It was quoted $80 per mover (sheriff asked for 20 movers)including boxes and bags for a 3 bedrooms house, and he agree not to charge me addition if it's under 2 hours. I was asked to provide credit card info on the phone. Right off the back, I was charged for $902 which the company never disclosed (I only found out about this charge later along with another $902 charge on top of $27xx of eviction charge, totaling almost $4700 for the eviction). I'm comparison, another moving company moved a 3 bedrooms furniture from DC to FL  On 4/14, the day of eviction. He first took pictures of me credit card and ID. The actual moving process didn't start until 145pm and they left 248pm. Then I was charged $1752. At this point, I found out they also charged me $902 on 4/6. So I asked him what it is all about. He claimed that is deposit. I asked him in such case, "wouldn't the 'deposit' be refunded or subtracted from the total?" He said that he'd look into it but proposed to provide removal of the trash next day after 1pm for $1000 (4/15/23) per sheriff's request, which I finally agreed. Again, right off the back, they charged me another $902 on top of $1000+tax and fees($1097). At this point, I knew I got scammed and put my expectation to the lowest. As expected, the trash didn't get removed until 4/18/23, which is 3 days behind schedule. I actually followed up with him on 4/15 to see if it was taken care of but he only got back to me the next day, stating all kinds of excuses. As a company which claimed with over 10 years of experience, don't they know the operations and capabilities? Over all, I don't recommend the company as they conduct bait and fish scams with random fraudulent charges once get the hold of your credit cards. At this moment, I've filled dispute with my credit card company and am waiting for investigation to be concluded.

  Business Response

  Date: 05/12/2023

  Hello. This is very inaccurate. ********** **** had an eviction scheduled for 1pm and the eviction last until 3pm. It took us 35 minutes to drive their and 35 minutes to drive back. The eviction lasted 2 hours. As stated in our contract, if the eviction last over 1.5 hours, it'd subjected to additional charges. Evictions are very unpredictable for a variety of reasons. Sometimes their are few items, sometimes their are many items and sometimes tenants have the right to pay the day of an eviction, unfortunately. This eviction was a house that was 3 stories and fully furnished. It took 25 men working extremely hard to complete this eviction in 2 hours. I took a picture of **********'s ID and card because sometimes customers like to go back to their bank and dispute charges if the pricing is too high. Before I charged *********** **** card a second time for the additional time, I notified him and he was aware. He asked me can I discount him the second hour because its very expensive. I told him Ill see what I can do. He also contacted us to throw out the items for the next eviction the following day. You cannot compare an eviction to a move as they are two completely different services. A move from MD to FL involves many factors. I personally know the sheriff who was present at the eviction and can testify their was a lot of items. 

• Initial Complaint

  Date:12/17/2022

  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 contacted the owner on 12/14/22 to schedule a moving for 12/15/22. When he asked for a security deposit, I stated that I needed to pay through an estate check. He told me that he would have to take a deposit from a card in the amount of $174.90 for a package deal for four men. I approved that charge only through my personal account with no other options to chose from. He rushed through the scheduling and we were quickly off of the phone.On 12/15/22 his movers arrived at noon as scheduled, but there was only two of them. The deposit should have only been $148.40 for two men.Half way through the moving after expressing my curiosity as to why only two men came instead of four as well as finding additional charges to my account ($604.20, $148.40, $148.40 and the original $174.90), his employees reached out to him and handed me their personal phone to speak with the owner. The owner proceeds to stumble over his words and could not effectively explain is reasoning for the extra charges and also charging before the job was finished. He gave me a run around avoiding the actual issue over and over.After him calling back my phone four different times and then his employees phone to be handed over to me after I felt uncomfortable and stopped answering for him, he told his employees to stop working until I answer him, then he proceeded to bully me through call and text into paying through my personal account (card) instead of my estate account (check) because it was an inconvenience to him. He then proceeded to text me six different times, one of them is him changing our original agreement with spelling errors and a messy explanation of new charges added and no final cost given or provided in anyway. After stopping his workers until he showed up to the site he threatened to keep my late grandmothers belongings in his possession until I paid. He eventually had no choice but to take my check as originally planned. He stated I would get a full refund to my personal account as soon as the estate check cleared. The check has now cleared and I have contacted him to get the status of my refund. He is now saying that he forgot to add trash pick up and I now owe him even more money ($700!), even though I have already paid over two times the original agreed upon amount of $604.20. I paid $174.90 for the deposit for 4 men and only got two, for that I did receive and $80 credit. I was charged twice for the amount of $148.40 (296.80). And also $604.20 all through my personal bank. In addition to that, he made his mover stop until he arrived and proceed to force me to write a check for $1299.70 with no explanation of how the charges were broken down or else he would keep my items. He now has $2375.60 of my money and my grandmothers estate money, with what originally was only suppose to be $604.20. I then received and invoice stating the charges were only $1298.50, not $1299.70 and it is broken down for an 8 hour day. His mover started at 12pm and left my storage unit at 6pm with a 30 minute drive and a 30 minute trash dump. He halted his workers to stop in the middle of the job as well until he arrived, taking about 30 minutes.He is now saying I owe him $700 for trash removal and he will take it out of my refund for my personal account of a balance owed to me of $995.90, once again scamming me. The service was not finished, they could not figure out how to fit everything in the truck and we proceeded to bring items back into the apartment. He is still neglecting to give me any refund at all.

  Business Response

  Date: 01/01/2023

  ****** booked our services at the rate of $174.90 per hour. The move took 8 hours. Starting from our offices in ************* to her beginning address, next to drop off and back to our office. There is also a $1.50 per mile charge the follows the same form of billing (from our office to locations and back to our office). A contract was signed by ****************** to the moving date. ****** also inquired about furniture to be discarded but we never confirmed on the amount because she wasnt sure just yet if she wanted this service. Im our contract, we clearly state that charges will be deducted prior to the beginning of the move the day of. When we began billing ****** became upset because she indicated she wanted to pay by check. I told her find that I would reverse the charges on her card once I was able to collect a check. I then proceeded to go visit ****** at the job location to collect the check. When I got there I can could visibly see she was upset. I patiently waited while she wrote the check while she insulted me verbally. She made me aware that her mom was late and I sincerely apologize to her (I still have text message to show I followed up with her the next day to send my condolences again). The very next day I was made aware by my staff that trash was left on the truck because ****** wanted items to be discarded. The cost to throw out the trash she requested us to was $700 extra on top of her moving expenses. When I was made aware, I contacted ****** and told her I would need to deduct that from the refund we were going to send back to her. She became upset and claimed I’m trying to take advantage of the situation after I informed her this was not factored into her total moving cost because her and I never solidified items being discarded. (Trash cost for $700 includes labor cost, mileage, and cost to discard items at a dumpster). 

• Initial Complaint

  Date:07/18/2022

  Type:Order 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 signed a contract with FECH Moving and Cleaning Company to have them come and move my furniture from one apartment to another. We signed a contract that stated that I was to pay $165/hr for the work provided. They provided 4 hours of work and then left. I have been charged for 5 hours of work and I have requested a refund for the extra hour charged and they have refused. I would like to be refunded the full hour that they charged while they provided no labor. The organization seemed to have been set on charging me for 5 hours of labor when I only requested 3 hours of labor and more as needed. The initial appointment booked was from 2-5 PM but it was created in the system as 2-7 PM. Movers were 2 hours late getting to the appointment time and later during the move it started raining. Something that wouldn't have been an issue had they showed up at the appointed time. It took them 40 minutes to arrive at the new apartment and they departed before me from my old apartment. I arrived at the new apartment before them and had to inquire about their whereabouts when they failed to show up 20 minutes later. One of the movers asked me about marijuana and inquired if he could purchase some from my roommate because he tough he smelled some in my old apartment. It was her house plants that she was moving and caring for. The movers did their job, but I feel like the company was set on charging me 5 hours from the start and even when they only provided 4 hours of labor, they still refuse to refund the extra hour of labor. Thank you!

  Business Response

  Date: 07/21/2022

  we moved *************************** on July 12th. We did arrive late but we notified ****** before 2 pm that we would be arriving late. She said no worries at the time and had no issue. The move took a little over 4 hours But there is also drive time that has to be accounted for because it is part of the job for us to drive to and from you as ****** and I discussed. We are an hourly based company as stated in the contract that ****** signed. ****** the day of the move was more than happy about the move, in fact she text me several times that she was happy how the move transpired. She went as far as to tip each of the workers. The weather is something we cannot control as this is an non variable for both parties. We still conducted the move and moved as swiftly keeping her times and property as the main priority while moving ******. ****** and I have had many conversations about the move and how we can resolve the issue. We went ahead and refunded ****** half an hour so now her final bill reflects 4.5 hours not 5. 

  Business Response

  Date: 07/27/2022

  Hello ******,

  I can understand why you may be disappointed in our final decision. We've already tried to reason and understand your concerns. We've already tried to mediate the situation and meet you midway. Our drivers are still worming for you when we are driving back from your location back to the office. Please try to understand that us refunding had an hour was in response to your complaint. We have charged every single one of our previous clients for the drive back to our office. We can offer a discount to our cleaning services if it choose to use our services in the future. I'm very sorry if their was a break down in communication which is why we offered you Thr discount for the half your. 

  Customer Answer

  Date: 08/01/2022

  [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:
  
  Regards,
  
  ***************************