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:10/21/2024

  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 hired sb taylor H333734**37**34353033H llc ( ****** and brie taylor the owners names) after meeting ****** at foley&#**;s gym in ****************** he seemed very passionate about moving. They both came to my house to estimate the costs and we discussed that most of my things are antique and they stressed the care they take in packing and H333734**37**34353033Hing peoples belongings as well as their insurance and an additional insurance policy I could purchase through them covering repair and replacement in the unlikely event that there would be any damages. I hired them to pack and move me from ************** to ************* il and i purchased the additional insurance offered by them. Upon delivery in ************* I started to notice damages and ****** pointed out many of them and commented that it was a good thing I had paid for the additional insurance sold by them. Slowly I noticed more and more damages, some repairable but many of them not repairable. In speaking with Brie she made a comment about how she wished she could replace these things with **** furniture and also commented that if i filed an insurance claim their insurance would go up so she hoped i would deal with her directly. Many of these things have been in my family for 3 or more generations.After they left ************* I tried multiple times to sort this out with Brie and she refused. When I asked for the insurance information from Brie she told me she could no longer communicate with me. to add insult to injury she posted pictures and stories about their happy customer in ******* and what a successful move they had just completed on their ******** account.I have been in touch with the attorney general&#**;s in ***** and ********, the *************************, and the department of H333734**37**34353033Hation, so far. The *** gave me sb taylors insurance company on record as well as their insurance broker, ****** in biddeford maine. After speaking with their insurance company and their broker it seems they let their insurance lapse last April and they&#**;ve never had a policy that would allow them to sell insurance for repair and replacement.

  Business Response

  Date: 10/24/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the concerns raised by our customer regarding the move from ********, **, to *************, **. SB Taylor Transport LLC takes all customer feedback seriously, and we strive to deliver quality service to every client.
  
  Upon receiving the complaint, we would like to outline the following facts based on our records and communications:
  
  Adherence to Terms and Conditions:
  Our Terms and Conditions clearly state that customers are required to provide appraisals or notify us in advance of any high-value or unique items. In this case, the customer did not advise us of any such items before the move. This complaint was the very first time we heard these were family heirlooms, which was never our understanding when undertaking the move.
  
  Insurance Coverage:
  The customer did request total replacement insurance, his contract also stated we are entitled to provide repair in lieu of replacement. While the customer has attempted to claim insurance, we are entitled to handle claims directly and pay for any legitimate damage out-of-pocket, which we have offered to do.
  
  Customer ******************Move:
  Initially, the customer was very pleased with our service. He expressed his gratitude by taking the moving team out to lunch and on the town and commending them for their hard work. At no point during the move or after delivery were any concerns raised directly with the moving team.
  
  Damage Claims Process:
  After the move, the customer contacted us regarding damage to his furniture. We immediately requested photos and appraisals, which are necessary to assess the situation and substantiate claims. Unfortunately, we never received the requested documentation. Despite this, we arranged for a professional furniture repair service to evaluate the damage. The repair appraiser, however, was unable to provide a quote. We are not sure if the customer did not allow for viewing, however the appraiser was dispatched by us so that we could adhere to the terms of our contract.
  
  Our Efforts to Resolve:
  We have provided several thousands of dollars in discounts as a gesture of goodwill, even though the customer has not provided the necessary information to validate his demand for $12,000. Additionally, the customer has declined our offers for furniture repair or any further negotiation to resolve the issue.
  
  Insurance Concerns:
  During this process, we became aware of an issue with our insurance brokerage. We were shocked to learn that our general liability insurance may not have been in place as we believed, despite paying premiums. We have engaged legal counsel to rectify this matter and are in the process of working with a new insurance broker. It was never our intent to be under or uninsured, and we are taking immediate steps to ensure this situation does not occur in the future. Nonetheless we have secured a new broker who is submitting this claim to our cargo carrier.
  
  Customers Unwillingness to Collaborate:
  Throughout our interactions, we have been willing to work with the customer to repair or replace any damaged items. However, the customer has refused our attempts at resolution and has continued to demand payment without providing necessary documentation or appraisals to substantiate the claim. The nature of the items and severity of the damage claimed has changed over time and the customer continues to demand exclusively monetary resolution. If the items were heirloom as alleged, we fail to understand how a repair is not the appropriate avenue. We have also learned that the customer has reported dissatisfaction with previous movers, which raises concerns about the integrity of this claim and Mr. ********* decision to hire a small local company despite the nature of the items he now claims.
  
  Reputation and Track Record:
  SB Taylor Transport LLC has an established reputation for excellent service, which is reflected in our 4.8/5 star rating on ******* 5/5 star rating on ********, and 4.9/5 star rating on ****. We consistently strive to provide high-quality service and to resolve any issues that arise in a fair and professional manner.
  
  In Conclusion:
  SB Taylor Transport LLC remains committed to resolving this matter. We are still willing to discuss repair options or other reasonable solutions. Our goal is to reach a fair and equitable resolution for all parties involved.

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This response does not address my complaints filed with the BBB. The sequence of events
  and facts outlined by Brie Taylor are misleading and inaccurate.
  
  Please refer to the photographs uploaded as a small sampling of the damages caused by SB Taylor. 
  Brie claims to have had no knowledge of the damages which is not true. Brie's husband ******,
  who is the mover, was well aware of the damages when he was unloading the truck. ****** and I
  discussed it in my new home. Brie and I discussed it by phone while ****** was in my new
  home. I was texting Brie photos of the damage while ****** was in my new home and so was
  ******. I was assured by ****** that the extra insurance I had purchased through them would
  cover the losses.
  
  Once they left my home, Brie refused to communicate with me for 2 months. Brie only
  responded after they received the complaint from the better business bureau, heard from one
  of the local news stations in ******** *****, and received a letter from the Maine Attorney
  General.
  
  Brie claims in her response that I was satisfied at the time of the move, that I have been
  unwilling to cooperate, and that I have had complaints with other moving companies all of this is
  not true. The one truth in her response is that I treated ****** and his assistant with
  respect when they worked for me.
  
  After talking with both their original insurance broker and their current insurance broker, it
  appears that the additional insurance policy I paid for does not seem to exist. Please refer to
  the contract uploaded with the original complaint. Since the additional policy that I paid for was not
  purchased by them, there is nothing to merit this extra charge and, at minimum, I would like this
  fee refunded. 

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Service: 10/19/2023 Monies Paid: Just the deposit of $396.74, however I need to pay them as that is the right thing to do and will need partial refund based on this dispute.Service provided: Moving / transporting of windows and doors from the ********** to the building site. Nature of dispute: I was billed for travel time: Travel Time (What I was invoiced 2 hours for) The amount of time it takes to get from the companies place of business to the pickup location and the amount of time that it takes to get from the delivery location back to the companies place of business.Resolutions provided: They have offered some discounts, however not close to the amount they have over billed. I even tried to compromise on my side, however at this time since we could not agree, I want to be refunded for the full 2 hours plus tax.Invoice, job accounting, contract attached.No advertising involved.

  Business Response

  Date: 10/25/2023

  Dear ******,

  All estimates are based on the size of each service; the service request was submitted as a room or less, a 2-hour requirement for services. The deposit for services ensures that the service date is reserved for the customer and is non-refundable; deposits are then deducted from the final service cost. Travel time for any services is factored on a two-hour minimum and adjusted accordingly to the timepiece used to calculate the customer service from beginning to end; this includes the time the crew and vehicles leave the yard en route to the customer and why our contracts state non-binary.  Providing one service per day ensures that all customers are treated fairly, and the same dedication is provided to ensure that if the customer needs additional time or trips to perform their service, they are promised that time.  ************ required an additional trip and an additional mode of transport due to the item's packaging and the space required as the materials picked up from the ********** were palletized and, as such, not described before the team's arrival and estimate request. It was also not described until the team arrived at the ********** yard that the door frames not delivered could not be stacked or laid down as this is the only way they would have fit without the encasement of packing. The palletized windows and doors that were transported filled our largest 34-foot trailer. The compromise on the customer's side demanded that we change our billing rate methods. S.B. Taylor Transport offers an 8% discount for seniors and veterans.
  A $100 same-day booking discount was applied as an additional courtesy, as the customer had initially requested an estimate on 07/13/3023 and did not book until 10/17/2023.  As a courtesy to the customer, the company allowed for another additional discount of $75 from a local coupon we advertised.  The customer demanded that the company discount an additional $60.  Total discounts applied equal to $426.99.
  
  

  Kind Regards,

  Brie

  S.B. Taylor Transport

  Customer Answer

  Date: 11/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This complaint / issue is not resolved.  # ********
  
  SB Taylor needs to honor the contact.  
  The contract does not state or imply in any manner that Travel Time is billed to the customer.
  I am asking that the ******************** enforces the contract as written and I am awarded a refund for 2 hours of billed labor.
  See attached my response to SB Taylor's response.  Please attach to the complaint #********, as well as please re-open the complaint.
  
  Thank You
  ************************;