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:01/17/2025

  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.

  I used this company to move my home from one city to another, about 20/25 mins away. Mover packed/wrapped and moved the contents of the home. And they moved in and mostly unpacked /unwrapped all the items. Some items, TVs being some of those items they didnt unpack/unwrap. They left them in the boxes and or wrapped in their moving blankets. The next day when the TVs were unpacked my 75 in flat screen was cracked as if it were dropped. I reached out to *****, the lead person I have been in contact w/since before the move to advise. He sent me a claim form 2 days later...after I reach out by email to remind him to send it. I sent the claim form in and for weeks heard nothing back. I reach out again to confirm receipt and he finally responded that yes it had been received. Fast forward to today 0117 (my move was ******), and I am still reaching out with responses not coming at all or not in a timely manner about my TV. I have been without a TV a month now and he basically told me to be patient, these matters take time. I have sent pictures as requested, my bill was paid in full the day of the move ( and they held my check for more than 2wks w/out depositing). The company only communicates to me when I reach out to them for an update. They dont seem to take seriously my claim for a new 75 in TV. I advised them I would be reaching out to the BBB for assist, but that has not moved them AT ALL.

• Initial Complaint

  Date:11/30/2022

  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.

  They damaged our special-edition Smeg American Flag fridge during the move due to neglect and wont repair it or compensate for the damage. I paid over $400 for extra insurance but they wont even give me contact info for the policy. I just want the fridge in perfect condition like it started. The frame is bent and the door doesnt hang right. They said cosmetic damage isnt included but that doesnt make any sense. The damage happened on May 10 and Ive gotten nowhere with calls, emails, or texts. The dining table they ruined was repaired as well as it could be but it still doesnt look new like it was. They also ruined our kids beds by taking them apart and putting them back incorrectly and it couldnt be fixed. It was a miserable experience but I just want our favorite fridge back to new condition.

  

  Business Response

  Date: 11/30/2022

   The claim submitted was for the refrigerator and a dining table and this is the first mention of anything to do with any beds. We sent a furniture repair specialist to repair the table and it was repaired to the clients satisfaction. For the matter of the refrigerator this is also the first mention of anything other than cosmetic damage. Attempts to try and find someone to repair the cosmetic damage proved unsuccessful and an offer was made for the refrigerator. Since the client did purchase the additional insurance and we are unable to repair the item we did offer to buy the refrigerator. In doing so we would take possession of the refrigerator and the client was not happy with that resolution.

  Customer Answer

  Date: 11/30/2022

   
  I am rejecting this response because:
  An offer of $100 is insufficient for the damage done to the refrigerator. Id like the full amount of the insurance back since it was a total joke plus $100. 

  

  Business Response

  Date: 12/01/2022

  We will gladly give back the amount paid for the insurance which was in the amount of $378.

  Customer Answer

  Date: 12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and though Im still enormously disappointed and dont feel its enough, I accept their offer of the insurance plus $100. 
  
  Thank you. 
  

• Initial Complaint

  Date:11/22/2022

  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.

  I hired Miracle Movers to assist with moving 7 pieces of furniture from one location in Charlotte, ** to 2 stops in ***********, **. I spoke with their estimator and Facetimed him to show him the pieces of furniture, one piece is an (extremely heavy) antique Steinway piano that I personally have moved multiple times. I explained that it usually takes 3-4 very strong people to move it using ramps (it's on wheels) and showed him the location of the piano in relation to where the truck would be. On 11/19/22, 2 of their movers showed up (I was under the impression it would be 3 movers) and showed them the furniture. I expressed concern that they would not be able to the piano and they assured me they could. One mover asked to use the restroom and disappeared for 30 minutes, during that time his coworker began screaming, cursing, and threatening him through the bathroom door while attempting to move an entire bedroom set on his own, instead of waiting for his coworker. I was about 15 feet away and they then moved closer and kept yelling. They continued to argue in front of my house, did not use the mattress cover I provided, damaged my mattress, said it's okay because it's "just the top of the mattress". They turned the piano on its back, moved it into the grass and realized they couldn't move it. We waited for their manager to arrive and they kept following me around my house to apologize/lie about reasons why they ruined my mattress when I (and my mother who was present) repeatedly asked them not to speak to me anymore. We waited an hour for him to arrive and that point should have already had all pieces dropped off at 2 locations. We then had them drop everything off at one location. They then still charged me $487 after I not only lost the entire day of moving because of them, but was also subjected to their employee's threatening behavior, had my property damaged, and have to hire a new company to move the piano.

  

  Business Response

  Date: 11/23/2022

  We have investigated this situation and found that ******** is accurate in her assessment. We have terminated the two employees involved and have communicated with the customer that we will be refunding her money. We hate that the services received did not meet the standards at Miracle Movers. We value our customers and their property and strive to right every wrong.

  Customer Answer

  Date: 11/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.