Complaints

This profile includes complaints for Smooth Moves Professional Moving Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smooth Moves Professional Moving Services

  1309 E Division St Ste 119 Springfield, MO 65803-3966

• 

  Smooth Moves Professional Moving Services

  3526 W Village Ter Springfield, MO 65810-1002

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:08/08/2023

  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.

  We were Moved on July 27, 2023 by this business. The owner came the previous week and quoted me four men and a truck for around $550 for five hours of work but he assured me it would take much less time, so he was thinking more like three hours. And I said OK that sounds reasonable. It was just a one bedroom little apartment with hardly any furniture, and we moved most of it ourselves before they even got there. All they had were the big things. The day of the move they informed us that they had seven men that they were going to bring and I said well OK and thought that would be all right. But they didnt tell me anything else, that it would be more money or any of that. I assumed that their men are just compensated for their time like most people would be per hour or whatever they pay them. So I let them come and they moved, but they constantly were undoing what the other one did because there is way too many of them for a small one bedroom apartment. They lost screws for my bed. They ran something into one of my computer monitors and busted it. When they got to the new house, they unloaded everything into the bedroom and living room and then left, didnt put anything where we asked them. My 70 year old parents had to come help us fix everything that they did not do . And I am extremely unhappy. Then they had the gall to charge me $600 for two hours of work and they took bathroom breaks in my house all the time and also stopped to take a drink break which admittedly it is very hot this time of year and I was fine with that but I should not be charged for that . And now the owner is trying to message me with a voicemail telling me that he never would have agreed to do it for under $600. Well, sir you did and the fact that you are trying to get that kind of money out of me is absolutely ridiculous . I have compromised and told him that I would pay him $450 at the most and even that is way too much for what they did.

  Business Response

  Date: 08/30/2023

  In response to ***************************** complaint,  Smooth Moves has attached the email conversation between her and our company.  Please NOTE she has admitted to writing us a bad check.  She admitted that she did not have the money to pay for the move when she wrote it for our services.  The Smooth Moves Owner ***********************' last correspondence was open-ended as to any payment to be received. She responded with the intent to pay us $450, which she states would be fair. Smooth Moves has yet to receive any of this. 

  Also, please note the discrepancies in ************************** claims. It seems that every time she would contact us, details seem to change, or things would be added that we were not previously told about. (i.e., a broken computer monitor). There seem to be some issues she is bringing to light, which were never mentioned within the 48 hour period we allow for damage claims. Something like a broken monitor would have been totally obvious the day of the move, and our employees would have pointed it out. Something like this is easy to replace, and we never have a problem going and buying one that very day. Monitors and TVs can be damaged during moves, and every time (not often) that it does, we replace it. (Usually an upgrade for the customer). We can provide other customer testimonies as to their experience with us, to prove this. We are not in the business of trashing people's belongings. We always repair or replace anything we damage.  We offered for our lead mover to come out and assess the damage claimed, so they could be repaired/replaced, but according to ************************** email, her parents corrected the issues, and she adamantly stated in email that email was the only way she would communicate with us. Going to her house is not an option, so we have no physical evidence, nor photographic proof of said damages.

  Also: Please Note New Owner & Address

  Smooth Moves Serenity, LLC - ************************** - *********************************************************************** ** 65803 

   

   

  Customer Answer

  Date: 08/30/2023

  
  The business did contact me and told me to pay what I think is fair, which I will after I finish paying for *********** on the house that I moved into and then I will make the payment for what I believed to be the correct amount to them

• Initial Complaint

  Date:09/04/2022

  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.

  In June 2022 we verbally contracted with the owner of this company to move our family belongings from *********** ** to ******* ** for a job. The owner quoted $3600 for two trucks and two movers including the long travel and their hotel accommodations. The day before the move (6/29/22) when the owner called to confirm, he stated he believed it could be done with 1 truck after I asked if they would be picking up at a storage unit first or both places simultaneously. 5 hours into loading the truck the ******* determined that they would, indeed, need another truck. They only had 3 movers contrary to what was quoted. As the ******* went to go get an additional truck, the owner called me and demanded another $400 because he misquoted me. At this point, we close on the house they are emptying in less than 24 hours, they have half of our home in a truck and we are stuck. I agree to the additional amount. They cannot get a large enough truck so they have to come back on the day of closing (7/1/22) (when they are supposed to be at the new home unloading) with an attached small trailer to get the rest of the items. After the move we found out they left many items behind and since we had closed we were not able to go back and check before following them out of town. In the process they damaged many items and only made restitution on a broken bed frame. They damaged several desks with minor scratches, but also broke more than 2 dozen dishes, an antique chest, a $700 legal filing cabinet, and several other items like storage containers and bent metal items. The owner offered $200 for the items and to replace the filing cabinet. I stated that the cost to repair the antique chest is $300 alone, and he has not responded. I have filed a complaint with the Attorney General at this point because the owner refuses to communicate.