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:07/07/2023

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Damages were caused by lack of protective equipment and mishandling of items while moving. The owner was very lacking in communication of when the rest of the items would be moved until he was informed that a complaint would be filed. A $90 discount was never given nor received. Since no insurance claim wants to be filed by the company for 1) damages and 2) the owner refusing to complete the move a dispute for the charges will be filed with the financial institution seeing as to remove the remaining furniture that was left by the business another moving company is charging a minimum charge to remove the remaining pieces.
  
  
  
  Sincerely,
  
  
  
  ******** *was having a hard time getting the headboard apart. That the screws were small and tight. Eric told him to have me give him a call so either him or someone could come out to finish getting the rest of my stuff. Once at the new place I noticed the drawers on 2 of the sets were damaged when I showed them to the workers one said “oh it probably happened when we opened the truck some stuff fell. Take a picture and send it to Eric.” I did as instructed. The worker tells me I’ll cash app you $50 dollars for the damage.” As I WAS PUTTING MY OWN Furniture and dressers back together I noticed another set had damaged I contacted the owner to let him know not 1 but several pieces were damaged and I still had pieces at the other house. The owner told me he employees didn’t damage my things, I’m tying to get over on him and it’s not his job to get out tight screws. I asked for a refund of my payment in order to pay another company to finish moving me or for him to file an insurance claim for the damages.

  Business Response

  Date: 07/09/2023

  Hello,

    We would like to first say, we are very disappointed with the way things turned out. With you being a repeat customer of ours, we know we provided excellent services to you like we do with each and every customer for you to call us back. This complaint is a bit confusing from you, being that you were completely satisfied besides an issue we did have with a dresser drawer that our guys had draw fall out on them on the job. We absolutely took full responsibility and discounted your move for that. It’s very rare, but accidents do happen, and we definitely hold ourselves responsible when it is “our” fault. Being that we made that part very easy for you and took responsibility and gave you a total of $90 off for a damaged drawer on the dresser. Our standard insurance is $.60 a pound and that dresser maybe weighed 100 pounds being that it was particleboard. With our text message conversation you were very satisfied with the $90 discount which was above and beyond the insurance would’ve paid out. My guys were ready to leave to where you were pointing out micro chips on another dresser to them , they felt very uncomfortable with you showing more damages when they know they took care of everything else without damages. With them apologizing because they did not want to get into a disagreement about knowing it wasn’t them that caused those little chips. They knew well as me that would be very difficult for movers to ever damage that way by moving it. You sent me the pictures and told me you believe we are responsible, but in your words  “I don’t want compensation”. I assured you that those type of damages look very very hard to happen when moving furniture. You again told me the guys did a great job and just wanted to bring it to my attention.
  

   Now as far as the headboard goes, you had a different company bring that to you and set it up.  You told that to my guys multiple times that the people that delivered it and put it together, stripped out the screws. Now like many moving companies, workers do not come with a special tools to drill out, stripped screws. They are hired to move furniture and to disassemble, basic household items that do not have any type of structural damage, rot, mold, stripped screws, and other defects. It is absolutely extremely rare that we don’t have a solution for some thing to where we’re not able to move it. I had talk to you personally on the phone and said that there’s nothing we are gonna be able to do since the item is damaged and our guys cannot move it without it being taken apart. In your own words, you said that is fine. I will get the company that did this to figure it out. So you then later called to let me know the other company will be out in about a week which was going to be on July 3 to get that done for you. So our conversation ended there on the phone at that time. Then you  three days later you called several times and texted me a number of times to tell me that they’re going to charge you a three hour minimum just to do it.
   It was a bit confusing to me because if they were the ones that damaged it, why would they charge you a three hour minimum to fix there damaged item? So, you then asked if there was something I could do for you, which I responded “I will try, but send me a few pictures and I see if I have time and the ability to do this”. I again made no guarantees because we’re in the middle of summer, to where we are booked up for weeks at a time you’ve done began to call a ton of times while I was on a job. When I got finished later that night around I read a message from you blowing up, saying you’re going to file a complaint along with issue a full refund for us not completing our job. Now that part made no sense because now blame was being put on us for this issue, when we were not the ones that caused it. You then sent a massive text message accusing us of damaging many more items along with us being very slow movers. Now none of this was an issue prior to me not getting back to you in a timely manner  to you about something that I thought was off of our plate.
  

    After the two messages you sent I refused to continue working with you and that’s where you decided to blast us throughout the Internet because we didn’t take responsibility for other peoples problems. I’m guessing the other company didn’t wanna work with you because of the complaining which becomes overwhelming to a company when dealing with customers that are looking to get a discount everywhere they look. We will continue our A rated  Better Business Bureau moves along with our 1300+ reviews with a 4.85 star average for every customer we move. We are sorry that there’s people that think we are just going to give money out because they point out damages that are pre-existing. Well that’s not how our company works when we are trying to protect our image and company, so the hard-working man and woman that do this job continue to get raises and bonuses from taking care of our customers.