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:08/01/2023

  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 hired this company to move my family. The movers destroyed my basement security door so bad that I had to get a a Brand new door and a whole new frame built. It took a company 9 hours to replace the whole thing. I let **** ******* know about this as soon as I realized how messed up the door was because the door was so destroyed thag water got into my basement. He came to my house and looked at it. Said Ill get you a knew door then asked how I wanted to pay for the bill. He couldnt find a replacement door because it needed to be specially ordered for the area. He said well looks like we have to file an insurance claim. The insurance claim was denied and they said they were not responsible for the damage after he said he would replace the door that his movers destroyed. Overall this company has cost over 3k with the new door and paying them to move which was very lackluster. One his movers disappeared during the job for an hour and a half. Now he will not return calls and is not trying to help with a door replacement but had no problem asking for money to be paid. I tried to be nice but hes not leaving me any other options. I didnt think when hiring a moving company I would have to pay over 2k to fix a door they damaged and then try to say that I did it. I have more important things to o try and make up a story that they damaged my house.

  

  Business Response

  Date: 08/08/2023

  The customer called us on May 15th, ******** days after delivery) and said that we broke his heavy-duty security door which allowed his basement to flood. He emailed us the same 2 photos that he has uploaded to the BBB.
            Please note that 3 to 6 inches of rain fell on the ********* area on May 14th, 2023.
            The items delivered to the basement through this door were a washer and dryer, a sectional sofa, and an exercise bike.  Nothing that would have damaged the door or doorframe.
  
  On May 16th, 2023 he emailed us another photo (we uploaded it) and said Here is a picture of that door that was ruined. It does not close all the way on top of the Being ruined from the outside.
            The door not closing all the way would have been noticed the day of the move, but the customer didnt say anything at that time.
  
  Our President, **** *******, went and looked at the door on May 16th,2023.  His comments:
  1. The day of the move, the customer opened the door 180 degrees, flat against the interior wall, for the movers. We never touched the door. This customer's door was not damaged when our crew left after the move. 
  2. Pictures show rust on the doorframe from previous water damage.
  3. The customer found the broken piece outside of the door.  The piece was plastic or vinyl, not metal (the replacement door is steel).  There's no way the movers exerted the upward force necessary to break the bottom of this door.  It appears that the door was broken and bent from the outside, while the door was closed and locked.
  4. I told him NOT to replace the door until he filed an insurance claim, and he did it anyway.
  
  The customer has no proof that we damaged his door or doorframe. 
  If the door wouldnt close all the way after the move, he should have notified us immediately, not 10 days later.

  Customer Answer

  Date: 08/15/2023

  Complaint: 20407778
  
  I am rejecting this response because:

  The president of the company lied multiple times in his response. His company never moved a washer and dryer through my door. They moved a sectional couch that they got stuck in my door and had their Dolley wedged against the door which destroyed the whole frame and door. The employees of his can confirm they had the couch wedged and stuck in my door. I was standing right there as they did it. I simply didn't realize the door was destroyed until the rain came because i was moving and didn't look at it right away. I contacted his company within my timeframe of 10 days and he immediately came out to my house to look at the door. The scumbag came with my bill in his hand and wanted to know how he was going to get paid. He said verbatim that looks like i am going to have to get you a new door. I told him that a company looked at pictures and they said its a special door so its not something you can find at a *********** He said let me take a look. I called him 4 days later and he said you are right i cannot find the door. It looks like we will have to go through insurance. He sent over the information to file the claim and i filed it. He then lied to insurance company about everything which they then denied the claim. I didn't hire this company to move and destroy my house. This company has me out $3600 dollars between paying his terrible movers to move me. They took multiple breaks and couldn't have been slower. When they left my house to go to my new house it took them 45 minutes. It was a mile and a half away. **** ******* has lied about this whole thing and his only concern was getting paid. I want to get refunded for the door that i had to replace because his company destroyed it. They provided insurance during this move and its for situations like this. He never once told me not to get the door fixed. I told him i had no choice but to get the door fixed because it couldn't hold water after what his guys did to it. I demand i be refunded for the $2300 it cost for me to fix this. **** ******* is a liar.
  
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 08/15/2023

  I have added notes from my inspection report that was done before the move that all my doors were in acceptable condition. The only people who moved stuff through that door was Prossers. They moved a giant couch and diddn't take the door off which they then wedged the couch in there and destroyed it.

  Customer Answer

  Date: 08/15/2023

  For reference here is the couch. It is made to seem that it was some simple couch that was moved. The contract i entered in with him gave me 10 days to notify the company of any damage and they were notified. The owner came to my house and agreed to replace the door. I need to be compensated for what was spent to replace it.

  

  Business Response

  Date: 08/29/2023

  The customer initially said: 1. the door was ruined from the outside and 2. does not close all the way.  See uploaded 5-16-23 email.
  
  1. Now he remembers that we (allegedly) damaged his door and doorframe while moving the couch?  Why didnt he say so before?
  
       Which was it: ruined from the outside or while moving the couch?
  
  2. If the door wouldnt close all the way after the move, he should have notified us immediately, not waited 10 days.
  
  The customer has no proof that we damaged his door or doorframe.  He took it upon himself to replace them.  We will not be paying Mr. ****** for damage we did not do.
  
  Were a little perplexed as to why Mr. ****** is set on pinning the damage on us.  Anything could have happened during the 10 days between delivery and when he called us.  He doesnt seem to have considered the possibility that the door was damaged in another way, like someone trying to break into his basement.
  
  Mr.****** is now calling our president a liar and a scumbag and accusing us of insurance fraud.  We do not take this ****** and are considering contacting our attorney regarding a suit for defamation.

  Customer Answer

  Date: 09/08/2023

  Complaint: 20407778
  
  I am rejecting this response because:

  I didn't say anything about ********* damaging my door in the email because I had already communicated that to **** ******* per our phone conversation when I reported the damage. Although the door was damaged it did close. Unfortunately, due to the giant chip in the bottom right corner and the bent frame, water leaked through to my basement after rain. I called ********* to report the damage the very next day, which was within my 10 days from the move. **** called me up and said "We damaged your door?" and I explained "yes", your guys did so when they moved my couch. I then emailed him pictures of the damaged door. Following that he came to our house to inspect the door and took measurements of our door and said, "looks like I owe you a new door". When I informed him that the door would likely need to be a custom door he said, "no that shouldn't be needed. I've got guys I can call and can start making a call right away". After that day, I called back to follow up and **** said he couldn't find a door that size, and it looks like he will need to go through his insurance and file a claim. ********* then sent us the customers a claim form to fill out with his insurance company, which we did. The insurance company immediately denied the claim due to the fact that **************** responded they were not responsible for any of the damages. Given the chain of events leading up to this, my wife and I were completely caught off guard by ******* Moving and Storage and how they completely flipped their story regarding the damages. I made efforts to call **** and discuss this matter and their company said this was no longer their problem since the insurance company denied our claim. Since we weren't getting anywhere with the company we turned to BBB. We followed the necessary steps and contacted ********* to report the damage within the allotted ***************** the contract, so the constant reference to the time frame from the move to our call should have no baring in this matter. If **************** feels damages should be reported sooner than they should consider updating their contract. The company also stated other things could have been damaged such as a washer and dryer, which were not moved. Their most recent reference to our home being vandalized is a stretch. We have an alarm system that would notify us if this type of activity were to occur. 

  At this point, I just want my move refunded. We had to replace our door even without the insurance covering the cost because water was coming into our basement with every rain fall following the move. We couldn't wait around for them to change their mind or battle them to pay while our basement was leaking each time it rained.

  I am now $3,600 in the hole from this move and replacing my basement door. I made it very clear and communicated to them within my allotted time, that they damaged this door, hence why he came and measured my door.  What was the point of measuring my door if he didn't feel his company was at fault? His exact words again were, "looks like I owe you a new door." 

  My wife and I would like to move on from this matter. Since ********* has clearly stated they will not be paying us back for the replacement door, I want to be refunded for my move of $1,300. 

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

  Customer Answer

  Date: 03/01/2024

  03/01/2024 AB: Called consumer and left a vm stating that the complaint has moved to mediation and I will be the mediator on the complaint. 

  03/01/2024 AB: Consumer called back. Spoke to consumer and he has not spoken to the business since 07/2023 he would like the money back that I paid them for the move in the amount of $1000.00.

  03/07/2024 AB: Called consumer and left a vm. 

  03/08/2024 AB: Spoke to consumer about the position of the business and he stated that they are absolute liars, insurance denied his claim.  They came to my house and agreed to pay for my door and then when they could not find a door that is when they changed their minds.  Consumer is wondering why they came to my house and measured my door.  The owner came to my house. 

  04/08/2024 AB: Spoke to consumer and he would like to go to arbitration. 

  

  Business Response

  Date: 03/01/2024

  03/01/2024 AB: Called business left a message with *** for ****. 

  03/01/2024 AB:  Spoke to **** and she stated that she is not willing to refund the consumer in the amount of $1000.00 because we did absolutely nothing to his door.  Consumer found a piece of the bottom corner of the door laying outside of the door.  This occurred on a day when we receive a lot of rain. 

  03/07/2024 AB: Spoke to **** and she was asked why did the business come out and measure the consumer door.  **** stated that they are a moving and storage business and they checked to see it they might of had a door in the warehouse for the consumer but the Owner would be a better person to answer that question.  I requested for the owner to give me a call back.  **** stated that she would pass that information along. 

  03/07/2024 AB: Spoke to **** ******* (Owner) Consumer called 12 days after move and looked at the door and showed consumer the break in the door at the bottom and it looked like someone was attempting to break in.  I see there is a 8inch water stain on the door and I informed the consumer that this happened from the outside.  Business states the bottom left hand corner of the door was bent.  When we came in the door was all the way open and we were moving furniture and we closed the door and then 12 days later the consumer calls us and tells us that the we broke the door.  The stain from the door is from the drain backing up.  I wish I could help the man.  The consumer already got a contractor ***** who was already going to do the work, but I requested from the consumer not to do that.  We did try to help the consumer we filed a claim with the insurance company but they denied the claim because of how the door was broken.

• Initial Complaint

  Date:06/27/2023

  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 hired this company to move me on 6/23/23. I paid for a 3 man crew. One of the guys was a 17 year old boy with no moving skills. When I first noticed how he was moving stuff, he was trying to let my couch slide down the stairs by itself. He was hostile and belligerent. He did not want to listen to the 2 senior men in the group. My son had to jump in to assist with the move. When the move was over I found a long dirt streak on my couch and the beginning of a hole. There is a little dirt on the other side as well. My tv stand has a scratch in it. They did not bring any type of material to wrap the furniture with just said they had some blankets, which they only had in the truck. The older guys stated that this young man was not supposed to be part of the crew. His father was. ******* is trying to play dumb about the situation now. I called when the guys were there and was told that **** would call me. He never did. On Monday, **** called me and I have not heard anything since. I would like some of my money refunded.

  

  Business Response

  Date: 07/07/2023

  Our President reached out to the customer and resolved the situation.  

  Customer stated that she will send the ******************** a note that the situation is resolved.

  Customer Answer

  Date: 07/07/2023

  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.
  
  Sincerely,
  
  ***************************************