Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2024

  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.

  On Dec. 9, 2024 Simple Moves delivered two pieces of furniture to my house, one was a China Cabinet. Two hours later when I opened cabinet I noticed the shelving was missing from the cabinet. I immediately called Simple Moves to let them know my shelving must still be on their truck. I never received a call back about this on Monday. I called Simple Moves again on Tuesday and Wednesday Dec 10 and 11 inquiring about the missing shelving but no one had any answers for me, always said they would call me back but they never did. I checked with the refinisher of the cabinet and he said the shelving was indeed put on the moving truck. i am so frustrated that no will will TALK to me about this dilemma. I have no idea if Simple Moves has even looked for my missing furniture.

  

  Business Response

  Date: 12/30/2024

  The two shelves were found. One was returned and the other is being repaired. This should have never gone to the BBB. I told her that we were looking fore the shelves and that it may take a little time.

  Customer Answer

  Date: 01/01/2025

  Complaint: 22674393
  
  I have reviewed the business' response and am rejecting it because: When I was notified the shelves had been found I was told one shelf had been severely damaged .Owner did not offer delivering shelves to me so I drove over a half hour to pick up my property that was supposed to be delivered to me before they lost it. The shelf is being repaired but not sure what cost will be yet and I am sure the business owner will not offer to pay for the repair of the damaged shelf. It took 5 days before I heard the shelves had been found. The furniture in question here is approximately 80 years and has always been a part of my family. The lack of customer service here is astounding. I am 73 years old so I have dealt with many companies over the years and I have never had to write up a complaint. I would definitely avoid this business that has demonstrated poor communication with customer, cannot own up to a mistake on their part, and does not know how to correct their mistake.

  
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/20/2024

  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.

  08/16/24 I paid 160 an hour and a ****** service charge to have a sectional moved from storage to my residence. The sectional did not have my couch pillows and I was told they needed the forklift driver to get them from the crate. The movers told me to call the office to schedule the forklift driver. I called the office and spoke to ******* who said they were short staffed but they could deliver the pillows Monday. The couch literally has no back pillows. On Monday, they left 2 bags of throw pillows on my porch. I've left 4 messages and they refuse to return my calls or resolve this matter. I still have no couch pillows. I don't understand why they removed the couch pillows to begin with, they should have remained with the couch.

  

  Business Response

  Date: 09/11/2024

  She had called and said the pillows were missing from her couch, so we went to her storage crate and removed the pillows that we saw and delivered them. We then found out she was missing the back cushions to her couch and not the pillows. Once we had our fork lift driver report to work, he lowered the crate and I personally delivered the cushions to her.  This never should have been a BBB report and I request that it be removed. 

• Initial Complaint

  Date:08/04/2024

  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 Simple Moves to move a corner china cabinet, dresser, patio furniture, and treadmill from my mother's house to mine. I talked to the customer service representative at length about the treadmill, as I was considering hiring a specialist treadmill mover to move it. I was told that it was not a *********** of two movers showed up high, reeking of pot. The house had to be aired out afterwards.When moving the treadmill from the basement to the truck, the movers gouged the kitchen floor of my mother's house.They did not tell me. When I brought it up, they said ok and went immediately to the damage to take pictures without my direction.When they arrived at my house to deliver the items, they stated that they could not bring in the treadmill without taking it apart.I asked them about the claims process concerning the kitchen floor and asked them to stay until I talked to someone at the office. The person at the office asked me to email pictures of the damage to the kitchen floor, but have had no response.1. I have called the company three times and emailed one time to inquire about the claims process. I have had no response.2. I hired another mover to move the treadmill and they had it in my house, without taking anything apart, in 10 minutes. They did not have to take the treadmill apart. They did not do any damage to the house. So I have now payed another mover to do what Simple Moves should have done.3. There is real damage to my mother's kitchen floor and NO information about how the claim will work - likely they will never call us.4. One of the two movers was super high on marijauna. Extremely unprofessional and also related to the a) damage to my mother's kitchen floor and b) their not completing the job I hired them for.

  

  Business Response

  Date: 11/05/2024

  I reviewed ****** file and do not have a single note about a damage or a call in her file. I have reviewed our phone log and do not see a call from the number that she has listed. (She may have called from a different number that we do not have). I have asked my manager to reach out to her for more information.

• Initial Complaint

  Date:06/20/2024

  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.

  *We are Creve Coeur Workspace and I am the Office Manager. I am quite upset by this company's "service" and then, completely ignoring me to provide some sort of resolution. This is the 2nd complaint I have had on this company. I have left a ****** review about the 1st issue. This one is too big of a problem to simply, leave a review. *Job #*****-1. *Date of Service: 6.12.24. ***** Paid: $324.45. *Business Committed to provide: ************ move, 5 movers for all day/"As long as you need them to finish the job.", to disassemble & reassemble furniture, Move said furniture (we have quite a bit) and set up in each office as specified (by ****************** *Nature of dispute: Only 3 men showed, they failed to move ANY of the furniture to the correct offices-placing/scattered all throughout the offices in our suite. Not all furniture has even been moved & now I have to hire someone ASAP, as I have tenants moving in, in 2 DAYS! The men stated that they were given absolutely NO info about the job, they blocked us for only 3/hrs. move time, as well. *Whether the business has tried to resolve the problem: No, they are completely ignoring my calls & emails. I included pics in the emails sent on the day of service, showing the condition that our office suite was left in. We are requesting a full refund for this so called service. Yes, they did move furniture, but they left it all in the wrong places, they took desks apart and did NOT put them back together! I have furniture and pieces of furniture placed haphazardly all over the place - they just stuck pieces in offices. We may lose out on these new tenants because we may not be able to get a different moving company here in time. They aren't even attempting to make this right. They could have at LEAST offered to send other movers to do the job correctly. I'm left scrambling for new movers now and in a HUGE hurry, at that! This is quite a serious matter. We need help, ASAP! If attachements don't work Ican email.

  

  Business Response

  Date: 07/24/2024

  I am sorry that this move did not go as planned, but I am sorry there will be no refund. It seems to me that the office manager dropped the ball and is trying to have someone to blame. This is why when she called in the afternoon to schedule her move, she wanted us to come out that same day, which is always a red flag. We did not have a crew available that day, but we rearranged our schedule to have a crew out first thing the next morning. She said that she requested 5 men all day? That is simply not true, and we have the recording to prove in. The amount of men was never discussed, but my manager said that we would reserve three hour for them and she said that was fine. She then put posit notes on the furniture and left us unattended. We have done many moves for them in the past, so we must be doing something right, or they would not keep calling us back. The recording is too large to upload to the BBB, but if needed, I will get it to you a different way.

• Initial Complaint

  Date:06/22/2023

  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.

  Our family hired Simple Moves LLC for moving from **** ******** ******* ***** to **** ****** ***** ***** ** ***** ***** ****. Everything went well until our last piece - piano, which was insisted by the mover staff that he can move the piano on his own and asked his peer to leave when he moved the piano. The piano was damaged during the transit from our apartment to the elevator in our original location. As you can see from attached photos and videos. It has been damaged twice (bounced twice and bent over the legs hardly). The piano was carried to the mover’s location on our moving date instead of moving to our new address (please refer to the attachment receipt).
  
  The moving crew promised us there will be a satisfied solution. No one contacted us after the mover took the damaged piano, instead I called the Office on April 24th, 2023 and the manager **** answered the phone. We requested what is the current status and when it could be well returned. We did not get any confirmed reply, also we sent the photos and videos over to him and let him know what happened. Until later the week after, we did not hear back from him and called the Office again. I asked what the timeline of getting the piano repaired, **** told me that the professional piano repair company will come but he is not sure about the timeline. I requested the loaned piano for my kid to practice during this period, got "NO" from ****. I don't feel any apologetic from him, but looks like we are beggars. We are still trying to be patient even my kid was super sad after this lack of practice and he even missed his final performance as he was not confident without any practice before that!
  
  Then another ridiculous thing happened, that week on May 5th, 2023. I received the call from a man saying our piano is at our apartment and just want us to let them in. I was super frustrated and confused, as no one communicated with us before this call. I called the Office again and talked to ****, he said it was a mistake. I told him that I had shown my pictures and videos to a professional piano expert and he told me the damage could be permanent. There could be accident again, like the piano fell over on my kid when he played it! That is why I was requesting a damage inspection report and asked **** or his professional piano company to guarantee if they think it is not a problem. **** said yes, he will. In this process, I also sent over the proof and statement that our piano was well maintained and tuned. You can see all the email communications in the attachment.
  
  Insisted by our family, the mover showed us that the piano was fixed by a furniture company instead of a piano company. The we continue requesting the inspection and tuning work by a professional piano company. Finally, the inspection was done on May 31, 2023. However, we were not satisfied with their tuning part.
  
  On June 9th 2023, the mover delivered the piano, however another damage to our piano with both missing pieces and big scratches over the piano body and they broke our piano stand, which they have not returned it yet.

  

  Business Response

  Date: 07/10/2023

  The piano was inspected and fixed by a professional wood worker. She was not happy with that, so we hired another company to inspect all aspects of the piano. The piano is fixed and returned.

• Initial Complaint

  Date:01/04/2023

  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 Simple Moves to move a couple of mattresses to my home. My mattress was a $3800 foam mattress
  just a year old . The mattress was ruined because they transported it on its side and the foam buckled and
  cannot be repaired. I contacted the mattress company and they said the movers were completely at fault and should have known better. The manager of the mattress store wrote a letter to them as well but I'm getting no
  help. Simple Moves said they would offer me $200 for the problem but that was all they could do. That was
  totally unacceptable since the mattress was almost $4000 and I had to purchase another one. I am trying to get
  compensation to help me with these costs but getting nowhere.

  

  Business Response

  Date: 01/19/2023

  The customer refused to pay her bill. As stated inour contract that can be found on our web site ***************** we cannot honor any claims until the job has been paid in full. We tried very hard to work with ***. Listed below are some of the notes from her file.

  *** called and she was just so beside herself. She said she didn't understand why the movers didn't "want" to take her box springs. I advised her that she was set up for a 3-pc flat rate and she tried to argue that box springs are part of a mattress, so that was just absolutely ridiculous. I asked her if she'd like me to place this under our hourly rate structure so we could move those for her and she, again, she disregarded my response and told me that we were awful and she'd never use us again. She constantly dodged answering me. She was also very disgruntled because there's a "big, black stain" on one of her mattresses now, which she claimed was $5,000, and she wants it to be cleaned "immediately". After she had calmed down, I told her that I could patch her to my GM for resolution regarding any claims. It took forever to get her to simmer down, but I finally got her transferred to discuss tomorrow.

  ** called and the customer and her son were being absolutely awful to ** and *******. His voice was shakey and he calmly let me know that he needed to get out of there because *** was talking crazy. I let him know that I understood, I just underwent the same abrasive behavior with her, and he needed to leave regardless of how much of this was done. (Thankfully, it was completed.) She also took it upon herself to lie to the team after she got off the phone with me and told the team that I said the mattress/box spring counted as 1 item so they just needed to get it done now. I let him know immediately that that was a bald-faced lie and we were done here. We will not help this customer in the future.

  This is the kind of customer that we were dealing with.