Complaints

This profile includes complaints for Pauly's Movers LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pauly's Movers LLC

  6546 Tydings Rd Sykesville, MD 21784-6107

• 

  Pauly's Movers LLC

  Baltimore, MD 21205

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:08/04/2024

  Type:Billing 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.

  Terrible experience with this company. I was quoted a reasonable price but was charged almost double the amount. They hit me with a bunch of fees that I was unaware of. Left furniture in my old place that Ill have to go back to get (in another state!) and scratched the floors in my new place. I spoke with a *** named **** for my quote and I specifically asked him if I would be charged to have my tvs wrapped and he told me no. That was a lie. I was charged for my tvs even though they used old ********* box was like $45 and the other was $25. ***? I was also charged for 12 mirror boxes when only two mirrors were wrapped. Charged a premium packing fee as well as a regular packing fee. Whatever that means. I had no idea that I would be charged for those things. Had I known, I would have wrapped everything myself. They wrapped furniture that didnt need to be wrapped, but I wasnt given the option to decline. Do yourself a favor people and go with a company thats going to be upfront with you about the cost. 1/10 DO NOT RECOMMEND Paulys Movers. Horrible. OH and one *** asked my family if we wanted to help get the things off the truck. With as much as I was charged Im not lifting a finger. This same *** told my mom that its not in his contract to figure out how to get my box spring up the stairs. Yikes!

• Initial Complaint

  Date:07/22/2024

  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 hired Pauly's Movers to move my household goods for July 15, 2024. I told the company that I would be moving within the same zip code area. I was quoted over the phone for an amount close to $800. This company did not come to my home to do an inventory of items that I would be taking with me; I was just given a random quote over the phone. The crew arrived, with a small moving truck. One of the crew stated, that the large truck was under repair. I asked the company for wardrobe boxes containing the metal bar so the clothes could be hung up. When they arrived they did not have any wardrobe boxes that I requested with the metal bar for both days. I packed all breakables myself and they handled all heavy items. Since they only had a small truck, my move out date was extended to the following day, July 16, 2024. Instead of coming to my home first to complete a move that was in progress, they off loaded a truck first, then came to my house which was after 12:00 pm. This company wasted an entire morning. Since my move extended 2 days, I had to pay more money. I had to pay for July 15 and July 16 for their incompetence! In total, I paid $5,209.30; that is a far cry from $800! I also, unpacked my items as well. They did handle all of the heavy items. I had furniture damage such as scratched furniture and a cut in my loveseat arm and my sleep number bed is now not working. Then, when they were done on the 16th, I did not even know that they left and they left all of the moving boxes out in the hall for me to get rid of. Then, the crew could not even install my hutch shelving. I had another crew back on July 17, to finish the job.

• Initial Complaint

  Date:07/09/2024

  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 hired Paulys movers to move us from ********* to **. THey were supposed to pack up our house and then move us across to ********. They showed up 4 hours late the first day. They left many things in the house we asked them to move, left trash in the driveway and were generally rude. They then claimed they could not fit everything in the truck (despite me telling them it was too small) and had to get another one taking a full day longer than we were told. They then told us that in order to move us to ******** it was going to be another $8000 (on top of $12,000) and they would not move our things unless we agreed. They held our property hostage. They then made my husband sign an *** saying he would not leave any reviews if we were to get our things back. THey showed up late in ******** and asked to move our things in at 1 am. My husband had to manually move much of the furniture while they sat in the truck. They broke my childrens crib (we had to buy a new one) lost screws to beds, broke our $7000 TV, left our mower our modem, broke picture frames, and lots of other things missing. They then starting threatening us and saying they would sue for defamation if we wrote a review and screened our calls and texts when we asked to file an insurance claim to recoop the costs of what they broke. They should not be allowed to operate their business. I would not wish this on anyone I know.

• Initial Complaint

  Date:06/10/2024

  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.

  WARNING: ********! Police report is currently in progress against Pauly’s movers.
  
  Tony and his team are running an illegal operation here.
  
  They’ll quote you a price, hold your stuff hostage, double your price if you want your stuff back / will drive off with your stuff if you don’t agree to their new price, then leave your stuff on the curb with your doubled money in their pocket. Pictured below are where they left the furniture after they took our 2x our money and drove off without finishing the service.
  
  One employee quit on the spot once she found out Tony was running an illegal operation.
  
  They know they are doing illegal business, as their contract says “no writing negative reviews” and “no filing credit fraud”, and require you to sign this updated contract if you want your stuff back.
  
  STAY AWAY FROM PAULY’S MOVERS!

• Initial Complaint

  Date:06/03/2024

  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 received a quote from Randy ******* of the Mechanicsville location for $634 for a two-hour minimum window for a 3 bedroom house. I choose them becsuse their location was literally in between my old house and new house. There were two stops: my new home (a quarter mile away) and another home (only a few miles away). I anticipated it would take longer, maybe 5 hours tops. They arrived late at 9:30am as opposed to the agreed upon 8:30am. He also said he would send me three crew members. He sent two men and a 14 year-old boy. The two men did most of the work while the boy ran around and carried very small items. The total amount of time they spent was 9 hours, including their lunch break.
  
  When they arrived at my home at 5pm, they would not unload items until I paid the new invoice, which was around $2,500. I called Randy to ask why in the world the invoice was so high, and he claimed that it was a normal amount for this job. Randy did not disclose the potential of this to go into the thousands and also claimed he removed the charge for the extra crew member, but the invoice still says three crew members. I learned that this is a common **** among moving companies.
  
  They additionally charged me a $100 credit card fee and packing supply fees that were not disclosed prior to booking. I am very disappointed by Randy's claims to be "a good neighbor" and that anyone would charge as much as they did for a job that was a quarter mile away from the new location.
  
  Keep in mind that I'm NOT looking for a full refund. A job was still done and they deserve payment for their labor. But they did not have any time as they promised to get additional shelves and boxes I initally listed in my first email. But I would like at least a few hundred dollars back for the absurd fuel fee which was MUCH higher than quoted and for the dishonest quote and service.

• Initial Complaint

  Date:05/14/2024

  Type:Billing 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.

  On May 5th, 2024 my mother was moving from ************************** to ********* (Its about a 25 minute drive). She was quoted $600 for the move which she was fine with. The guys that moved her were great, they were efficient, polite, and all around great guys. Once they loaded the truck and drove it to her new home they informed her that she needed to settle the bill before the truck was unloaded. She was fine with that, what she wasnt fine with was the bill being $4000!! She was quoted $600 and she expected it to be higher than that. She was thinking no more than $1800, but $4000 is completely ridiculous and if she didnt pay right then and there they would keep her belongings and auction them off in a matter of days. This is a horrible company that gives you a low quote, gets you to sign the contract and than gouges you.

  Customer Answer

  Date: 05/16/2024

  I ********* **** give my son ******* ******* to file and handle this complaint on my behalf. My phone number is ************** if you have any questions, need to speak with me or require any further information please feel free to call me.

  Thank you, ********* ****

  Business Response

  Date: 05/23/2024

  Hello, 

  This Move was charged accordingly, everything is based on time, plus materials that are used to complete the move. Customer was originally quoted $798.12 for 2 hours of working including an additional stop at a storage unit to drop off a few items and the remainder of the items was delivered to the customers new home. As it states on the estimate and the contract that the customer signed, everything is based on time with a minimum of 2 hours of working time after the estimated time, then time will be prorated into 15 minutes increments. This move took 10hrs to complete, the crew arrived at 8:45am and they were done offloading at 6:45pm. The customer also failed to tell us during the estimate that she had a Washer, Dryer and a Refrigerator to be moved. (all items that are additional cost to move). There was a total of $221.00 discount applied, we have all the documentation needed to show the customer agreed with all the terms and conditions.

• Initial Complaint

  Date:04/02/2024

  Type:Billing 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.

  Got a move in quote for just furniture no boxes nothing but furniture, 5 dresses, 2 beds, 2couches 1 love seat , 2 recliners 2 mattresses. All items disassembled and ready to move. We were quoted ******. Final bill I just paid was ******* more than double what we were quoted. Our move was just 15 miles from the old house to the new house. This company is a scam and do not trust the owner he makes you feel like you are secure and takes full advantage of you. The gentleman working for ***** are nice men. ***** assured me after in-depth conversation my moving wouldnt take any longer than 2-3 hours. He is a liar and will take everything you have! DO NOT DO BUSINESS WITH THIS MAN!

• Initial Complaint

  Date:01/12/2024

  Type:Billing 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.

  Pauly’s Movers quoted me for a move from Providence Forge to Chesapeake. They quoted 2 hours of labor and travel at $1300. They knew exactly what furniture was in the house and how far away the other house was (about 1.5 hours). When I got the bill, it was for over $3000 and was for 8 hours of labor. They claim that includes travel time there and back. You cannot even travel to Providence Forge and back in 2 hours so that was not included in the price. They said if we did not pay, they would drive away with our belongings. We were able to negotiate the bill down to $2770

• Initial Complaint

  Date:07/12/2023

  Type:Product 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 used this company 7/1/23. The movers showed up late smelling strongly of marijuana. Though I'd sent the requested PDF of how to disassemble a bed almost a month prior, not only had they not seen it, but they also didn't even have the right tools and had to call someone to bring them tools, around personal calls they took "on the clock."
  
  I hired movers because there were 2 items I was worried about: my daughter's bed and a desk and they broke both before leaving the house. Despite the drive being 5mi exactly and all back road, every large item they moved was damaged in some way. My walls and ceiling are dinged in both houses, and a railing is ripped away from the wall. Heirloom china is broken. I had to push them repeatedly to put her bed back together (I see now they were concealing the fact it was destroyed), then they put it in the wrong place twice and didn't assemble correctly despite having the instructions - this includes leaving out structural pieces that could've resulted in injury. Their attempt to "fix" the desk damage resulted in two screws being driven through the surface of it and cutting me when I was surprised by them later. They claimed bolts were at the old house, but I found them wrapped up in a piece of moving tape on top of the trash can in my garage. Despite color-coding boxes by floor and labeled in 2 places, no items were taken to correct rooms, so I keep finding damage as I dig out of the mess they left.
  
  When we arrived at the house, my invoice had grown from around $800 to almost $2,000 and I was told they're not unloading until I paid. I called the office and spoke with someone who tried to explain that the fuel charge alone going up almost $200 was part of the contract (it reads 18%) when all that extended was the time it took 3 *********** men to do this move while complaining they had another after, not the 5mi distance.
  
  I e-mailed the office 7/1/23 and again 7/7/23 and have received no response. I need help resolving this issue.

  Bureau Response

  Date: 07/12/2023

  Jefferson *******
  Pauly's Movers LLC 
  
  *** * ***** ***** *** **** *
  ******** ** *****
   
  
  
  
  Dear Jefferson *******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/11/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Jennifer *******

  
  

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

  
  

  Daytime Phone: ###-###-####
  E-mail: **********************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Refund Or Exchange Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  I used this company 7/1/23. The movers showed up late smelling strongly of marijuana. Though I'd sent the requested PDF of how to disassemble a bed almost a month prior, not only had they not seen it, they didn't even have the right tools and had to call someone to bring them tools, around personal calls they took "on the clock."
  
  I hired movers because there were 2 items I was worried about: my daughter's bed and a desk and they broke both before leaving the house. Despite the drive being 5mi exactly and all back road, every large item they moved was damaged in some way. My walls and ceiling are dinged in both houses, and a railing is ripped away from the wall. Heirloom china is broken. I had to push them repeatedly to put her bed back together (I see now they were concealing the fact it was destroyed), then they put it in the wrong place twice and didn't assemble correctly despite having the instructions - this includes leaving out structural pieces that could've resulted in injury. Their attempt to "fix" the desk damage resulted in two screws being driven through the surface of it and cutting me when I was surprised by them later. They claimed bolts were at the old house, but I found them wrapped up in a piece of moving tape on top of the trash can in my garage. Despite color-coding boxes by floor and labeled in 2 places, no items were taken to correct rooms, so I keep finding damage as I dig out of the mess they left.
  
  When we arrived at the house, my invoice had grown from around $800 to almost $2,000 and I was told they're not unloading until I paid. I called the office and spoke with someone who tried to explain that the fuel charge alone going up almost $200 was part of the contract (it reads 18%) when all that extended was the time it took 3 incompetent men to do this move while complaining they had another after, not the 5mi distance.
  
  I e-mailed the office 7/1/23 and again 7/7/23 and have received no response. I need help resolving this issue.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 07/12/2023

  Jennifer *******
  
  **** *********** ***
  **** ******* *** *****
  
  
  
  
  
  Dear Jennifer *******:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/11/2023 against Pauly's Movers LLC.  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  Bureau Response

  Date: 07/19/2023

  Jefferson *******
  Pauly's Movers LLC 
  

  *** * ***** ***** *** **** *
  ********* ** *****
  
  
  
  
  Dear Jefferson *******:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/11/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Jennifer *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Jennifer *******
  
  **** *********** ***
  **** ******* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: **********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  I used this company 7/1/23. The movers showed up late smelling strongly of marijuana. Though I'd sent the requested PDF of how to disassemble a bed almost a month prior, not only had they not seen it, they didn't even have the right tools and had to call someone to bring them tools, around personal calls they took "on the clock."
  
  I hired movers because there were 2 items I was worried about: my daughter's bed and a desk and they broke both before leaving the house. Despite the drive being 5mi exactly and all back road, every large item they moved was damaged in some way. My walls and ceiling are dinged in both houses, and a railing is ripped away from the wall. Heirloom china is broken. I had to push them repeatedly to put her bed back together (I see now they were concealing the fact it was destroyed), then they put it in the wrong place twice and didn't assemble correctly despite having the instructions - this includes leaving out structural pieces that could've resulted in injury. Their attempt to "fix" the desk damage resulted in two screws being driven through the surface of it and cutting me when I was surprised by them later. They claimed bolts were at the old house, but I found them wrapped up in a piece of moving tape on top of the trash can in my garage. Despite color-coding boxes by floor and labeled in 2 places, no items were taken to correct rooms, so I keep finding damage as I dig out of the mess they left.
  
  When we arrived at the house, my invoice had grown from around $800 to almost $2,000 and I was told they're not unloading until I paid. I called the office and spoke with someone who tried to explain that the fuel charge alone going up almost $200 was part of the contract (it reads 18%) when all that extended was the time it took 3 incompetent men to do this move while complaining they had another after, not the 5mi distance.
  
  I e-mailed the office 7/1/23 and again 7/7/23 and have received no response. I need help resolving this issue.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 07/31/2023

  Jefferson *******
  Pauly's Movers LLC 
  

  *** * ***** ***** *** **** *
  ********* ** *****
  
  
  
  
  
  Dear Jefferson *******:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/11/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Jennifer *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Jennifer *******
  
  **** *********** ***
  **** ******* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: **********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  I used this company 7/1/23. The movers showed up late smelling strongly of marijuana. Though I'd sent the requested PDF of how to disassemble a bed almost a month prior, not only had they not seen it, they didn't even have the right tools and had to call someone to bring them tools, around personal calls they took "on the clock."
  
  I hired movers because there were 2 items I was worried about: my daughter's bed and a desk and they broke both before leaving the house. Despite the drive being 5mi exactly and all back road, every large item they moved was damaged in some way. My walls and ceiling are dinged in both houses, and a railing is ripped away from the wall. Heirloom china is broken. I had to push them repeatedly to put her bed back together (I see now they were concealing the fact it was destroyed), then they put it in the wrong place twice and didn't assemble correctly despite having the instructions - this includes leaving out structural pieces that could've resulted in injury. Their attempt to "fix" the desk damage resulted in two screws being driven through the surface of it and cutting me when I was surprised by them later. They claimed bolts were at the old house, but I found them wrapped up in a piece of moving tape on top of the trash can in my garage. Despite color-coding boxes by floor and labeled in 2 places, no items were taken to correct rooms, so I keep finding damage as I dig out of the mess they left.
  
  When we arrived at the house, my invoice had grown from around $800 to almost $2,000 and I was told they're not unloading until I paid. I called the office and spoke with someone who tried to explain that the fuel charge alone going up almost $200 was part of the contract (it reads 18%) when all that extended was the time it took 3 incompetent men to do this move while complaining they had another after, not the 5mi distance.
  
  I e-mailed the office 7/1/23 and again 7/7/23 and have received no response. I need help resolving this issue.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 08/05/2023

  Jefferson *******
  Pauly's Movers LLC
  
  *** * ***** ***** *** **** *
  ******** ** *****
  
  
  
  RE: Final Notice of Complaint
  
  
  
  Dear Jefferson *******:
  

   

  
  

  This message is in regard to a complaint submitted to the BBB about your business on 7/11/2023 by Jennifer *******.  This complaint was assigned ID *********
   
  
  

  
  

  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

  
  

  
  

   

  
  

  How do I take care of this?

  
  

   

  
  

  
  

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  
  

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

  
  

  
  

  
  

   

  
  Sincerely,
  
  
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####
  
  

   

  
  
  
  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Jennifer *******
  
  **** *********** ***
  **** ******* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: **********************
  
  
  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  I used this company 7/1/23. The movers showed up late smelling strongly of marijuana. Though I'd sent the requested PDF of how to disassemble a bed almost a month prior, not only had they not seen it, they didn't even have the right tools and had to call someone to bring them tools, around personal calls they took "on the clock."
  
  I hired movers because there were 2 items I was worried about: my daughter's bed and a desk and they broke both before leaving the house. Despite the drive being 5mi exactly and all back road, every large item they moved was damaged in some way. My walls and ceiling are dinged in both houses, and a railing is ripped away from the wall. Heirloom china is broken. I had to push them repeatedly to put her bed back together (I see now they were concealing the fact it was destroyed), then they put it in the wrong place twice and didn't assemble correctly despite having the instructions - this includes leaving out structural pieces that could've resulted in injury. Their attempt to "fix" the desk damage resulted in two screws being driven through the surface of it and cutting me when I was surprised by them later. They claimed bolts were at the old house, but I found them wrapped up in a piece of moving tape on top of the trash can in my garage. Despite color-coding boxes by floor and labeled in 2 places, no items were taken to correct rooms, so I keep finding damage as I dig out of the mess they left.
  
  When we arrived at the house, my invoice had grown from around $800 to almost $2,000 and I was told they're not unloading until I paid. I called the office and spoke with someone who tried to explain that the fuel charge alone going up almost $200 was part of the contract (it reads 18%) when all that extended was the time it took 3 incompetent men to do this move while complaining they had another after, not the 5mi distance.
  
  I e-mailed the office 7/1/23 and again 7/7/23 and have received no response. I need help resolving this issue.
  
   
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 08/13/2023

  Jefferson *******
  Pauly's Movers LLC 
  

  *** * ***** ***** *** **** *
  ******** ** *****
  
  
  
  
  
  Dear Jefferson *******:
  
  
  
  This message is in regards to a complaint submitted to BBB about your business on 7/11/2023 by Jennifer *******.  This complaint was assigned ID *********
  
  
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

  
  

  Bureau Response

  Date: 08/13/2023

  Jennifer *******
  
  **** *********** ***
  **** ******* *** *****
  
  
  
  
  
  Dear Jennifer *******:
  
  
  
  This message is in regard to your complaint submitted on 7/11/2023 against Pauly's Movers LLC.  Your complaint was assigned ID *********
  
  
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  
  

  Sincerely,

  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  
  Phone: ###-###-####

• Initial Complaint

  Date:05/19/2023

  Type:Product 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.

  This company moved me on April 22nd and damaged 5 things. Ive been calling and getting the run around since then. They either dont answer the phone or when they do they make up excuses and speak about a claims department that I dont think even exists. Not to mention it took them 7 hours to move a 2 bedroom apartment.