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:02/13/2024

  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.

  We hired this company to move us from an apartment to a house. It was estimated at $1520.94 and was to be completed in 5 hours. The movers were to be at the apartment around 8:00am, they did not arrive until 11:30pm. After 45min of putting the furniture into the truck, an employee starts yelling and stating he is not moving anything else, I am on the phone with Spectrum and he keeps yelling at me, stating my husband should be here and the quote was way off. He call the office and comes back to me stating they will not let him increase the bill and he was not moving this into a 2 story house. This guy was so intimidating, rude, disrespectful and in my house. I did speak to the owner and was assured he would not be bring any furniture into the new house. After every thing was inside, around 7:30pm, they inform us they could not put our king size bed back together because it is motorized. That was not mention any time until they were ready to leave, and they are the company that took the bed apart but could not put it back together. A different company was contacted to put the bed together that came out the next day. They could not put our bed together because the feet were missing, and the bolts to another bed was also missing. This company had to make another trip to get our bed parts to put it back together. I think because we reported this employee's behavior, he decided to leave some of our property on this truck. We had to buy new bolts for the bed This has been the most stressful and difficult time made worse by this company and the people he employees. I would not recommend this company to anyone looking for a company to move your personnel property, that comes into your home and talks to you the way this guy spoke to me. Our move was less than 5 miles apart.

  Business Response

  Date: 02/21/2024

  The Company has acknowledged with customer that customer experience and service fell short and not to our standards, for this we have apologized and also made several concessions at the companys expense. As soon as we became aware of the issues during service, we immediately made contact with both customers to make sure they were aware we were also in direct contact with crew lead and working towards a solution. We made the call to remove the crew lead from direct interaction with customer to avoid further issues and tension. The remaining crew worked to complete job as best and as quickly as possible, with customer making note that they were very pleasant and much different from the crew lead. They were unable to assemble bed due to item being motorized and not standard practice, we did arrange to have our specialized team who normally handles these types of specialty items go out and assemble. As customer pointed out in complaint, they discovered some pieces were missing and had to make second trip to assemble and complete- both of these trips were paid by company, totaling $260.00, invoices attached. Also important to point out that original estimate was a non-binding estimate based on hourly charges. While our sales team strives for as accurate an estimate to actual cost ratio, many different factors can have an effect on final charges on day of move, this is standard in moving industry. In this particular instance, the crew lead issues along with other factors resulted in actual cost of move totaling $1932.42, a difference of $411.48. The company reached out to customer to discuss this settlement, with company losses totaling in excess of $670.00, and have taken disciplinary action with crew lead to prevent this from reoccurring. We feel this has been resolved with company matching original estimate cost at $1520.94