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:03/25/2024

  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 January 3rd 2024 this company was hired by the owner of a house I rented that turned out to be unliveable that I had just moved in 2 months earlier. So it was a third party who hired, arranged and paid (Due to the fact that it was their failure to maintain their home that caused me to move out) When 4 employees arrived they were greeted and given a tour during which at NO time did they say they couldn't take the items being presented. On video we were told they couldn't move guns or ammo to which we joked that we already moved those. All of a sudden lunchtime approached and they were done. They kept trying to leave 3 times while leaving belongings and we stopped them. The third time we stopped them we were told they don't move pictures or open boxes and as I was confused because they brought the pictures OUTSIDE but then refused to take them. They never told us and gave us the option to close boxes just decided to wait and use that as an excuse which now caused us to have to do 2 truck loads. Employee threaten to unload truck when I asked him questions. Telling me I didn't hire him yet it was my property and they have a responsibility to give my belongings proper care. I now have brand new furniture that is destroyed and I have been ignored and then offered .60 cents a pound for my brand new not damaged before their unprofessional employees got paid to do a job and didn't wrap or take care in doing the only thing they were paid to do and that was to move my belongings from one place to another. I also am missing a rolling tool box and tool pouch. I was later told on a recorded call that my landlord moved us and he was insinuating that I was being kicked out but clearly didn't think that if I WAS at fault the landlord wouldn't have been covering my move. I was sick from the extreme mold in that home and already took over $10k in losses and now all my new furniture looks like I got it from a trash can being all broken and unusable I have videos to big to upload.

  

  Business Response

  Date: 04/12/2024

  Hello, my name is *****************************, and I am the controller for The Moving Company LLC.  I am responding to this complaint for starters the things we could not move were all laid out and explained in the DocuSign that was read signed and dated by the individual paying for the move which would have been our customer.  The guys stated the items we could not move due to policy and insurance reasons which she said she did not know about; it wall all in the DocuSign that the homeowner signed and i understand her frustration there he absolutely should have disclosed that to her.  As far as refusing to pay for items that is not at all the case, we contacted her and told her we needed a list with pictures of all items damaged and we would send a furniture repair guy to see about fixing the items and if they could not be fixed, we would check into a different route of replacement.  When i told her this she instantly said she don't want that she just wants full replacement cost on everything and literally everything was damaged, per our company policy we would absolutely love to get everything fixed for her but there are steps to get there and she would have to allow someone to come ***** and look at the damage to move to the next step of getting it all resolved.  Furthermore, she was so angry at the driver for advising her of the items we could not take she called and requested a different worker and he be taken off the job, which we 100% did for her.  The entire move the guys said the customer was drinking the whole time and smoking marijuana just being difficult about everything so i told the guys to keep their heads down get the job done and don't say anything else to keep the peace.  A few days later when i spoke with her and advised where to send the pictures and description of damages that's when she shut me down and said she didn't want that which is the insurance level her move got and was signed for also in the DocuSign.  I tried everything to reason and get this resolved with no luck so far as our company is being blasted on every social media page and elsewhere for not helping her, which was never the case, we have every intention of making things right and fixing the damaged items she just has to allow us to do it.  If any further information is needed feel free to contact me anytime between 8-5 Monday through Friday at **************.   Thank you for your time and I hope we can get this all figured out and made right.

                                                                                        Sincerely ***********************

                                                                                         Controller

  Customer Answer

  Date: 04/18/2024

  I was moving from that house after becoming severely sick and taken by ambulance because the negligence of the homeowner as the house was covered in 11 types of mold including BLACK MOLD. I had been staying in an ****** at my expense while they were cleaning my property for mold exposure. When the detached garage was opened it was the first time I saw all of my property the mold remediation couldn't be done on. In those items were stuff from my husband who died from brain cancer. I had about $5000 worth of property that was considered garbage. I was extremely upset, crying and after the landlord was blowing my losses off again but in not a single moment was I anyway rude or anything to the moving ***s. You can see in the second video which was after the incident with the aggressive employee I am not doing anything. On the first video you can clearly see my pictures were taken outside and leaned up against a dirty storage container where they left them. You can see I never asked him to remove the boxes I was just clarifying that he wasn't doing ME a favor as they were a paid moving company. You can also see that they were given a walk through to which they were told EVERYTHING and nobody disagrees but until they were leaving AGAIN it wasn't even told to us and as you can see they were leaving and didn't even bother to tell us they were leaving property. While the emplyee accosted me stating he follows rules but by his own admission he didn't follow the rules as he was doing me a favor. You can also hear on the second video the employee is saying something about "her" and the other *** tells him to chill. Then that same employee see my phone and then walks back several minutes later pointing out my phone to the other employee. Not sure if he was planning on stealing it but I came in right after and picked up my phone.I called and left a message 1/23/2024 asking for someone to reach out stating I want to get my stuff fix or replaced as I am unable to use it. I was again ignored to which I followed that up with another email 1/25/2023 stating at this point I was no longer interested in repairs and just wanted it replaced. In response I was deflected again and offered 60 cents a pound well my brandnew vanity that was assembled but I never got to use 1 time because I had to leave the mold house weighs ************************ $250 with delivery and I never used it once and because your emplyees grabbed it by the top snapping it from the wood you now want me to be ok with $63. My brand new King size bed bought and delivered in December has gouges and gashes not just paint chips. My kitchen table that was delivered in November that is black had multiple chips on multiple areas on the table as well as a chair. My Electric sofa has a tear as well. The toolbox stolen , craftsman tool set stolen as well as a pouch. These are due to unprofessional employees. I had some of my property moved by movers from ******* and both sets used moving pads and took care with my property. We aren't talking about one item that was vroke but rather most of my brand new expensive large pieces of furniture. When they were done emptying the trucks I was presented a paper to sign and as I read the line that I was signing off that my property I told the man I couldn't because as he already knew as well as Will there was damage. He then said I had to sign to which point I said I would be more than happy to sign a statement that the yrucks are empty to that he ripped the paper from my hand saying "well if anything is STOLEN we aren't responsible" Craziest part man tools WAS stolen and only MEN movers. The last time I called I had dialed 3 times from my phone and no answer so I immediately called from another phone and it was picked up on second ring. 

  
  

  It is clear I was discriminated against by your toxic male employee who apparently can't speak to women. I have been slandered and defamed. I was not drinking and I smoke cigarettes so your attempt to discredit me is pathetic. I was just released from a hospital a few days before. I never even had any issues with the movers till toxic aggressive employee felt he could discriminate and accosted me as I was asking questions. At no time do I believe you hire a company to move you because you are disabled and just out of the hospital to then have to make 3 pick up truck loads to complete the move because there was zero communication. All while damaging my property. I have brand new property that is worthless in the condition it's in and considering I bought it brand new I wasn't interested in second hand niked and flawed furniture as that is now what I have.

  
  

  The only reason I have had to make this report is because your company failed to address the issues. As far as my reviews I am very much within my right to do that was another attempt to hope someone would do the right thing because I know the company is owned by a veteran and I happen to think very highly of veterans and didn't really want to make complaints that would effect the company long term such as complaints kept on file with both Federal and state agencies but again not a single attempt to satisfy the issue. 

  
  

  I have used this platform to give this company another chance to right the wrong but I am filing with the Attorney General later this week. I have lots more documentation but can only upload 5 items so I will save the rest for legal action if necessary. 

  
  

  This was completely unprofessional and unnecessary because if I was refusing then I wouldn't have sent multiple emails, called multiple times also leaving a message asking to get my stuff fixed or replaced as I am unable to use it. 

  
  

  I am wanting my vanity completely replaced and the rest of my furniture repaired if possible but if not I want it replaced. I am not willing to accept $63 for a $250 brand new never used vanity that is unfixable.

  
  

  Sincerely,

  
  

  *********************

  Customer Answer

  Date: 04/18/2024

  Complaint: 21480978
  
  
  

  I am rejecting this response because:

  I was moving from that house after becoming severely sick and taken by ambulance because the negligence of the homeowner as the house was covered in 11 types of mold including BLACK MOLD. I had been staying in an ****** at my expense while they were cleaning my property for mold exposure. When the detached garage was opened it was the first time I saw all of my property the mold remediation couldn't be done on. In those items were stuff from my husband who died from brain cancer. I had about $5000 worth of property that was considered garbage. I was extremely upset, crying and after the landlord was blowing my losses off again but in not a single moment was I anyway rude or anything to the moving ***s. You can see in the second video which was after the incident with the aggressive employee I am not doing anything. On the first video you can clearly see my pictures were taken outside and leaned up against a dirty storage container where they left them. You can see I never asked him to remove the boxes I was just clarifying that he wasn't doing ME a favor as they were a paid moving company. You can also see that they were given a walk through to which they were told EVERYTHING and nobody disagrees but until they were leaving AGAIN it wasn't even told to us and as you can see they were leaving and didn't even bother to tell us they were leaving property. While the emplyee accosted me stating he follows rules but by his own admission he didn't follow the rules as he was doing me a favor. You can also hear on the second video the employee is saying something about "her" and the other *** tells him to chill. Then that same employee see my phone and then walks back several minutes later pointing out my phone to the other employee. Not sure if he was planning on stealing it but I came in right after and picked up my phone.I called and left a message 1/23/2024 asking for someone to reach out stating I want to get my stuff fix or replaced as I am unable to use it. I was again ignored to which I followed that up with another email 1/25/2023 stating at this point I was no longer interested in repairs and just wanted it replaced. In response I was deflected again and offered 60 cents a pound well my brandnew vanity that was assembled but I never got to use 1 time because I had to leave the mold house weighs ************************ $250 with delivery and I never used it once and because your emplyees grabbed it by the top snapping it from the wood you now want me to be ok with $63. My brand new King size bed bought and delivered in December has gouges and gashes not just paint chips. My kitchen table that was delivered in November that is black had multiple chips on multiple areas on the table as well as a chair. My Electric sofa has a tear as well. The toolbox stolen , craftsman tool set stolen as well as a pouch. These are due to unprofessional employees. I had some of my property moved by movers from ******* and both sets used moving pads and took care with my property. We aren't talking about one item that was vroke but rather most of my brand new expensive large pieces of furniture. When they were done emptying the trucks I was presented a paper to sign and as I read the line that I was signing off that my property I told the man I couldn't because as he already knew as well as Will there was damage. He then said I had to sign to which point I said I would be more than happy to sign a statement that the yrucks are empty to that he ripped the paper from my hand saying "well if anything is STOLEN we aren't responsible" Craziest part man tools WAS stolen and only MEN movers. The last time I called I had dialed 3 times from my phone and no answer so I immediately called from another phone and it was picked up on second ring. 

  
  

  It is clear I was discriminated against by your toxic male employee who apparently can't speak to women. I have been slandered and defamed. I was not drinking and I smoke cigarettes so your attempt to discredit me is pathetic. I was just released from a hospital a few days before. I never even had any issues with the movers till toxic aggressive employee felt he could discriminate and accosted me as I was asking questions. At no time do I believe you hire a company to move you because you are disabled and just out of the hospital to then have to make 3 pick up truck loads to complete the move because there was zero communication. All while damaging my property. I have brand new property that is worthless in the condition it's in and considering I bought it brand new I wasn't interested in second hand niked and flawed furniture as that is now what I have.

  
  

  The only reason I have had to make this report is because your company failed to address the issues. As far as my reviews I am very much within my right to do that was another attempt to hope someone would do the right thing because I know the company is owned by a veteran and I happen to think very highly of veterans and didn't really want to make complaints that would effect the company long term such as complaints kept on file with both Federal and state agencies but again not a single attempt to satisfy the issue. 

  
  

  I have used this platform to give this company another chance to right the wrong but I am filing with the Attorney General later this week. I have lots more documentation but can only upload 5 items so I will save the rest for legal action if necessary. 

  
  

  This was completely unprofessional and unnecessary because if I was refusing then I wouldn't have sent multiple emails, called multiple times also leaving a message asking to get my stuff fixed or replaced as I am unable to use it. 

  
  

  I am wanting my vanity completely replaced and the rest of my furniture repaired if possible but if not I want it replaced. I am not willing to accept $63 for a $250 brand new never used vanity that is unfixable.

  
  

  Sincerely,

  
  

  *********************

  Customer Answer

  Date: 04/18/2024

  Complaint: 21480978
  

  I am rejecting this response because:

  I was moving from that house after becoming severely sick and taken by ambulance because the negligence of the homeowner as the house was covered in 11 types of mold including BLACK MOLD. I had been staying in an ****** at my expense while they were cleaning my property for mold exposure. When the detached garage was opened it was the first time I saw all of my property the mold remediation couldn't be done on. In those items were stuff from my husband who died from brain cancer. I had about $5000 worth of property that was considered garbage. I was extremely upset, crying and after the landlord was blowing my losses off again but in not a single moment was I anyway rude or anything to the moving ***s. You can see in the second video which was after the incident with the aggressive employee I am not doing anything. On the first video you can clearly see my pictures were taken outside and leaned up against a dirty storage container where they left them. You can see I never asked him to remove the boxes I was just clarifying that he wasn't doing ME a favor as they were a paid moving company. You can also see that they were given a walk through to which they were told EVERYTHING and nobody disagrees but until they were leaving AGAIN it wasn't even told to us and as you can see they were leaving and didn't even bother to tell us they were leaving property. While the emplyee accosted me stating he follows rules but by his own admission he didn't follow the rules as he was doing me a favor. You can also hear on the second video the employee is saying something about "her" and the other *** tells him to chill. Then that same employee see my phone and then walks back several minutes later pointing out my phone to the other employee. Not sure if he was planning on stealing it but I came in right after and picked up my phone.I called and left a message 1/23/2024 asking for someone to reach out stating I want to get my stuff fix or replaced as I am unable to use it. I was again ignored to which I followed that up with another email 1/25/2023 stating at this point I was no longer interested in repairs and just wanted it replaced. In response I was deflected again and offered 60 cents a pound well my brandnew vanity that was assembled but I never got to use 1 time because I had to leave the mold house weighs ************************ $250 with delivery and I never used it once and because your emplyees grabbed it by the top snapping it from the wood you now want me to be ok with $63. My brand new King size bed bought and delivered in December has gouges and gashes not just paint chips. My kitchen table that was delivered in November that is black had multiple chips on multiple areas on the table as well as a chair. My Electric sofa has a tear as well. The toolbox stolen , craftsman tool set stolen as well as a pouch. These are due to unprofessional employees. I had some of my property moved by movers from ******* and both sets used moving pads and took care with my property. We aren't talking about one item that was vroke but rather most of my brand new expensive large pieces of furniture. When they were done emptying the trucks I was presented a paper to sign and as I read the line that I was signing off that my property I told the man I couldn't because as he already knew as well as Will there was damage. He then said I had to sign to which point I said I would be more than happy to sign a statement that the yrucks are empty to that he ripped the paper from my hand saying "well if anything is STOLEN we aren't responsible" Craziest part man tools WAS stolen and only MEN movers. The last time I called I had dialed 3 times from my phone and no answer so I immediately called from another phone and it was picked up on second ring. 

  
  

  It is clear I was discriminated against by your toxic male employee who apparently can't speak to women. I have been slandered and defamed. I was not drinking and I smoke cigarettes so your attempt to discredit me is pathetic. I was just released from a hospital a few days before. I never even had any issues with the movers till toxic aggressive employee felt he could discriminate and accosted me as I was asking questions. At no time do I believe you hire a company to move you because you are disabled and just out of the hospital to then have to make 3 pick up truck loads to complete the move because there was zero communication. All while damaging my property. I have brand new property that is worthless in the condition it's in and considering I bought it brand new I wasn't interested in second hand niked and flawed furniture as that is now what I have.

  
  

  The only reason I have had to make this report is because your company failed to address the issues. As far as my reviews I am very much within my right to do that was another attempt to hope someone would do the right thing because I know the company is owned by a veteran and I happen to think very highly of veterans and didn't really want to make complaints that would effect the company long term such as complaints kept on file with both Federal and state agencies but again not a single attempt to satisfy the issue. 

  
  

  I have used this platform to give this company another chance to right the wrong but I am filing with the Attorney General later this week. I have lots more documentation but can only upload 5 items so I will save the rest for legal action if necessary. 

  
  

  This was completely unprofessional and unnecessary because if I was refusing then I wouldn't have sent multiple emails, called multiple times also leaving a message asking to get my stuff fixed or replaced as I am unable to use it. 

  
  

  I am wanting my vanity completely replaced and the rest of my furniture repaired if possible but if not I want it replaced. I am not willing to accept $63 for a $250 brand new never used vanity that is unfixable.

  
  

  Sincerely,

  
  

  *********************

   

  Customer Answer

  Date: 08/12/2024

  8/12/2024 JM: Left message for Consumer to return a call. 

  

  Business Response

  Date: 08/12/2024

  8/12/2024 JM:

  

  Business Response

  Date: 08/12/2024

  8/12/2024 JM: Left a message for the person that handle complaint to return a call to me. 

  Customer Answer

  Date: 08/16/2024

  08/16/2024 JM: 

  

  Business Response

  Date: 08/16/2024

  08/16/2024 JM: 

• Initial Complaint

  Date:07/31/2023

  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.

  Saturday July 29,23 They were suppose to come at 1pm take my items from the apartment to a storage shed. They showed up at 6pm while it was raining and storming. Did not stay even 2 hours. I helped take some of the items into the shed. They charged me a $80 deposit and then charged me $434. For the little time I had with them. I had to get someone else to move the rest of my items and they could not even give me a break. I feel like I should be giving at least half of my money back. This was such a mess and when I tried to talk with them I felt I was being talked at. I will never use this company again. This was an awful experience using a moving company.

  

  Business Response

  Date: 08/21/2023

  I tried to explain to the consumer but she continued to be unhappy.  There was no problem with the work until we told her the price.  We informed her before we arrived that the storm was causing us to run late. She told us that was fine and she waited for us to arrive.  We charged her for travel time which is included as a standard in all of our jobs.  She was charged for 2 hours and 15 minutes.  That is the time we spent there.  She told us that she was pleased with the work and that we all did a great job.  As  I said she was unhappy with the price not the quality of work we did for her.  She said she could not afford it.  

  Customer Answer

  Date: 08/28/2023

  I have not received anything from the company.  Sorry I did not answer 

• Initial Complaint

  Date:06/29/2023

  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.

  We used the moving company for an emergency move due to a leak in our apartment in November of 2022.
  
  We were given two surly workers who damaged our dining table and charged for longer than they were physically moving items as there was no truck involved we just moved from one apartment building to another.
  
  I had tipped the movers before being able to review the damage done to my personal property. I spoke with *** and he was supposed to refund the $50 tip that was paid to the driver but it was never followed through with.
  
  I was never even apologized to for the damage to the furniture or the horrible customer service that my family and I received through the entire process. Their only concern was the bad review that was left, although I had offered to update it if they corrected their error.

  

  Business Response

  Date: 07/27/2023

  This has been resolved with the consumer.

• Initial Complaint

  Date:12/20/2022

  Type:Billing 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 moving company to move a villa I was quoted 6,400.00 to move me from *********** to ********* ********. They packed me up and stated that the price would be more after everything was in the truck. They stating because they had to do some of the packing for me which came to around 12,075.00 and had to get a extra truck. He walked through the house upon getting the job, wouldn't he know they would need an extra truck. I would like my original bid which was 6400.00 instead of 12075.00

  

  Business Response

  Date: 03/23/2023

  We apologize for the lack of communication between our two entities. The contact information on file was for a prior general manager that is no longer with our company. This is the reason your prior attempts to communicate with us have not been successful. On that note would it be alright to have you reset our login credentials and primary means of contact to ********************. His phone number is ************ as well.

  
  

  In regards to ***** ********* complaint; there is a significant amount of information ***** ******* left out of her complaint as well as some pertinent points she did make. I'd like to start by stating that our company does not do "bids" or "quotes", we provide "estimates" to all of our customers. The reason for this is "bids" and "quotes" are understood to be firm, and "estimates" are understood to be just that, an estimate. They can fluctuate plus, or minus, based on the scope of the work to be done, and scenarios and variables such as weather, traffic, customer preparedness, or the lack thereof. All of our customers, to include *****, are required to digitally sign a contract acknowledging they understand that. Furthermore, when we send an estimate through **********, there is a notes section in the body of the email that further states and reinforces the aforementioned.
  
  I would like to point out that ***** ******* stated in her complaint, and confirmed that we had to do some packing. I would like to expound upon that by stating that her estimate did not cover or plan for any packing of personal belongings on our companies behalf nor any packing supplies such as boxes, tape, etc. Her agreed upon estimate is attached below titled "***** ******* Estimate 10674". Upon arrival at ***** *******'s residence on her move date, it was very apparent that she had not adequately prepared for her move and our arrival. Our movers had to return to the warehouse to acquire packing supplies such as boxes, tape, etc, so that we could return to *****'s residence and begin packing her. This significantly altered the time required to complete her move, the materials to adequately do so, and naturally the cost associated with doing such. We also had to send an additional driver and truck because once the items were properly packed it was apparent a second truck would be necessary for her move. ***** admitted in her complaint that we had to pack "some of her belongings", which again was not agreed upon on her estimate, however it is always our pleasure to make accommodations to our customers such as this (again there is a cost associated with providing additional labor, materials, and services). I am also attaching her final invoice titled "***** ******* ******* *****" so you can see the magnitude of the packing that was necessary, specifically the cost of 105 boxes plus materials our movers had to pack for her outside of her estimate, as well as the additional labor required to pack those boxes.

  
  

  In closing, I would like to point out that we have a consistent track record with you, as well as our customers of doing everything we can to take care of them to the best of our abilities. *** and I started this business with the goal of servicing our community. We take pride in our work, our team, and our general mission. I hope that this information assists you, and offers a satisfactory explanation to her complaint. If you have any further questions please do not hesitate to reach out.

  
  

  Best regards,

  
  

  **** *********