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:

  UnresolvedMore 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 moved into my house on 6/16/2023 and asked for the movers to be here on 6/17/2023. I had to leave several messages and texts before I heard anything back. When they got to my house, they didn't speak much, if any, English, got upset when I told them furniture had to go upstairs, complained about the heat, dropped boxes marked fragile and were asking for ice and water. I moved into new construction and had no refrigerator or ice. It was so bad, that I asked them to leave all of the boxes in the garage so I could watch to make sure they weren't going to just drop them anymore, As I have been unpacking boxes, I have found several broken dishes in my Christmas collection, my king size bedframe is very damaged and scratches on my furniture. After they left, I was getting several messages asking where their tip was. They didn't get one!!! The guys that moved me out of my house and got everything ready for storage were great but the 3 that unpacked me were horrible!!!!!

  Business Response

  Date: 07/15/2023

  HI ******************, I am sorry for the negative experience that you had with our company, we have reviewed our customer service notes to just review with you. Upon you giving customer service your first available delivery date, the customer service rep explained that first available delivery dates are not guaranteed, however we do try to deliver as close to that date as possible. In that message you responded to the customer service rep that you understand. You were also delivered within just a few days of that first available delivery date. I understand also that a lot of our foremen first language is not English, so we try to make sure that there is a direct line of communication with our customer service department during delveries in the event that an issue comes up then we can address it immediately. We do not have any voicemails/texts/ phone calls from you on your delivery date that were missed, so we apologize that we were not able to address some of these issues at the time of delivery, had we known we would have made sure to address your communication concerns. We will strive to get better with our communication skills across all departments. We also did not receive any messages in regard to damages, we would like for you to reach out to our customer service department so that we can go over the claims process with you. We would also like to ask that if you still have the messages from the movers in reagads to a tip that you could send them to our customer service department as we would like to investigate it further. Again, we would like to apologize for any inconvenience this has caused for you and appreciate your feedback, as we are always looking for ways to improve. Please reach out to our customer service department so that we can work on a mutual resolution that both parties can agree upon.

  Customer Answer

  Date: 10/06/2023

   
  I am rejecting this response because:
  They destroyed some of my furniture. I had been dealing with ******* who promised to get it straightened out for me. They offered me $250 and I asked for $300. She has put me off for weeks and as of now, her phone is disconnected. I want the check to be sent to me but I get put on hold every time I call the company phone number.