Complaints

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• Initial Complaint

  Date:06/19/2024

  Type:Delivery 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.

  They ripped me off. The rep said it would be no more than $1200 but they charged me approximately $2071.71. I can&#**;t find my things, my shower curtain, they took out papers from my drawers, business and medical papers, and food and I can&#**;t find them. There are numerous things that they did that they were not supposed to touch. They took advantage of me and I&#**;m disabled and a senior. I want them to give me back the rest of my money and tell me where my things are at.

  Business Response

  Date: 06/19/2024

  On May, 13, 2024 **************** called to inquire about a quote for a move, it was explained to her that our business practice is to not give quotes for in-town moves, but we could supply her with an estimate.  She seemed upset about that stating that other moving companies provides quotes, why dont we.  It was explained to her, again, that it is not our business practice to provide quotes for in town moves, since we charge by the hour.  Again, she complained about us not giving her a quote. It was suggested to her at that time, that perhaps she would feel more comfortable in contacting another moving company that would provide a quote for her move.  Her only response to that was that she didnt see why we couldnt give her a quote. 
  She was told that we would try to give her an estimate for her move, and, after answering a few questions,she was supplied with an estimate of between $900 and $1200, but that this is merely an estimate, not a quote. (At that time, she did not mention that she wanted packing as well).  We suggested a 2 man crew plus 1 of our trucks.  She was told that the 2 man crew is $160/hr and the truck fee would be a flat $200. (In the end, her actual total moving charge was $1040, which was within the original estimate-see attached document)
  
  On May 22, 2024, **************** called and asked for a quote for packing as well as moving.  Again, we explained that we do not give quotes.  Again, she complained and asked why we couldnt give her a quote.  Again, it was explained our in-town move practices. She was told that our packing crew of 2 men could probably be enough to pack her apartment and was told that our packing rates, including all packing materials, plus the labor for 2 men, which would be $200 per hour.  She was also told that while we normally charge a crew transportation and materials delivery fee of $110, we would waive that for her move.
  
  She asked how much would the packing cost and again, it was explained that there was not any way we could give her an estimate for packing since we were unsure what she wanted us to pack.  She was told that, unlike moving,she could stop the packers at any time should she wish.
  
  She decided to go with All Star Moving (over other moving companies) and wanted to book the pack and the move which was placed on our calendar on May 22,2024.  
  
  Our practice is to send a confirmation email, confirming rates, dates, and other important information regarding moves.  When packing is involved, we also highlight the fact that we require payment for the packing at the end of packing day and payment for the move at the end of moving day.  We also urge our customers to read EVERYTHING in the email and all attachments.  (see attached document)
  
  **************** reported that she did not have an email account, so our confirmation letter plus all relevant attachments were mailed to her on May 22, 2024.
  

  We packed her apartment on June 7, 2024 and moved her belongings on June 10, 2024.

  At the end of packing day (June 7,2024) **************** called and complained that the crew was demanding payment for the packing services.  She was asked if she received our confirmation letter and when she said yes, she was asked if she read it, she said no. She complained that the packing cost too much.  She was told that she could have stopped our crew at any point to save time/money.  Our crew spent 5 hours packing her belongings which included a kitchen, bedroom (including closets), living room and bath. She had many small items (like knickknacks, wall hangings, etc).
  
  With regard to our packing processes, we pack everything the customer wants us to pack.  We ALWAYS pack shower curtains. (In a later call, **************** told us that we should have left the shower curtain out because she couldnt find it and was showering without it.  She said that other moving companies leave the shower curtain out.  When asked if she looked inside the packed boxes from her bathroom, she said no.
  (All boxes were marked appropriately)
  
  When packing the kitchen,our practice is to pack everything, including packaged food items.
  (All boxes were marked appropriately)
  
  Additionally, our crews are instructed to NEVER pack papers from drawers. They are instructed to leave drawers inside the piece of furniture and wrap around the item with shrinkwrap and furniture pads to ensure the drawers do not slide out.  In fact, our confirmation email states We strongly urge all of our customers to move their jewelry, electronics (phones, tablets, laptops, etc), priceless documents and personal information (birth certificates, IDs, social security cards, etc.)
  
  All Star Moving has been in business for 17 years and we operate with the highest of business ethics and would NEVER take advantage of anyone much less the elderly/disabled.  We pride ourselves and are noted for being efficient, quick, and courteous, and do not resort to unseemly practices that other moving companies are accused of.
  
  We can offer a 10% refund ($207.10, this is in addition to the waived $110 delivery fee) due to Ms. ******* situation, but we provided a fair and honest service to her and will not refund anymore.