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:11/29/2024

  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.

  We had a move scheduled 10/26/24. The move was quoted as a 3-5 hours job, I have evidence of the email correspondence, but billed at an hourly rate. The first load took what seemed to be excessively long for what they took down. My boyfriend went down to help/see if something happened and found them just sitting at the truck. Clearly just running up time on an hourly billed job. We decided in order to get the job done we would have to perform the labor and keep an eye on them for running up the clock. They had no intention of performing any work. They were just walking and sitting around to an unbelievable degree. My boyfriend ended up moving all the items. Just to start the truck and move to our next destination for item pick up it took ******************************** the truck running the clock. Next at our storage unit my boyfriend personally moved all the items from the unit directly to their truck so essential they would just need to pack the truck. Again they did not. My boyfriend had to pack it as well. To a very obvious degree no work was being done by them. Then to our final destination unloading, again my boyfriend was doing the work. At the house they began to make comments about us ******* them and just very hostile remarks toward us. As we continued to work to complete the move. We paid $700 (including tip we had to give just to get them to leave our property)to do all the physical labor and feel uncomfortable in our home. We essential were provided equipment and drivers but performed the labor. Which is complete fraud for 3-5 hours of work. I reached out to the company distraught over the experience. Again I have records of the correspondence I am willing to share. They made no effort for resolution, the response from them was embarrassing . At this point between the time/energy we put in for the move and the time/energy trying to resolve this issue, I want a refund and I would like this company to never take advantage of another person for fraud

  Business Response

  Date: 12/17/2024

  "*******,
  
  I appreciate this feedback and I completely understand your frustrations and concerns. Since we are not able to have a manager onsite at every move we perform, this insight helps us see how our crews are representing themselves around the city. I will say AJ is one of our newer drivers and I will certainly need to reconsider if he is ready for the role. Aside from that, I want to assure you that you do not need to worry about the crew retaliating or anything of that nature. All of our employees are background checked and do not carry a criminal history. ** and ******* are good, honest guys, but it seems that they were not on their A-game for your move. I sincerely apologize that you and your boyfriend did not receive the 5-star experience that we strive for. With that being said, I would like to offer you a 10% discount on any future move if you were to consider utilizing our company in the future.  
  
  Again, I greatly appreciate this feedback and please let me know if there is anything I can help with in the meantime"

   

  Additionally, we would like to make things right on our end and offer her a reimbursement of half the bill.  The total bill was $648.90. We would like to offer her $324.25.  I understand the service did not go the way she wanted, however, to say we did not do anything productive and or complete the service on our part is a stretch.  We quoted this move to take between 3-5 hours with a 3-hour minimum at $180/hr and the move ended up taking 3.5 hours to complete. 

   

  She has already requested a refund through the Square app for the total amount of $648.90.  If she is willing to cancel the refund that we collected the day we moved her, I will be able to write her a check in the amount of $324.25.

   

  Please let me know if you have any further questions. 

   

  Trystan *****

  General Manager 

  Customer Answer

  Date: 12/17/2024

   
  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. I will accept the 50% refund check by the business. I do not have any "open" refund to my knowledge as was stated in their response. I did respond orginally to the company throught the square app reviewing the experience but there was nothing tranactional. But I will accept the 50% refund check and am satisfied with the resolution.
  
  Thank you. 
  

• Initial Complaint

  Date:08/10/2023

  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 had a contract with a broker company who hired this company to move my belongings in from the truck to my apartment for $3364. The singular mover then said that he would not move it in unless I paid him 800$ more. Then said he would accept 600$ because he was feeling nice. I said no, as I have a contract that requires you to move it inside. He then refused to move it inside and unloaded it onto the sidewalk for me to have to deal with and move in. The driver of the truck put an ad on *********** without my knowledge, prior to her movers refusal and three nice workers showed up and said they would help me. I explained I did not put the ad and it was Jai the driver, and they said they would require payment from *** as she put the ad. They helped move my belongings in, and when seeking payment from *** and her mover, the mover tried to run over one of the people who showed up for the ad and he called the police. I had a contract to move my stuff inside and set it up (my bed, and anything they took apart) and they did not fulfill their contract as they were required to move the items into my apartment, which they did not, and required to assemble the goods they took apart, which they did not. I am seeking a refund for this move of $6,728.

  Business Response

  Date: 08/25/2023

  We received a call from this customer on the week of August 7th in regards to this. We also received a call from a officer about this. I explained our side of the story. We do not have this customer in our database and never did a move for this customer. We truly believe there was someone out there that was using our name as a cover up. We never rent our trucks out, we use all of our trucks for our personal moves only. We never give out set prices (binding estimates) for local moves in *********, we only do everything on the hourly rate if its local. The only time we give out a binding estimate is if anyone moves long distance. I do apologize that you got scammed, we as a very reputable company would never scam anyone as we are a bonded, licensed and insured moving company. I hope this helps and I wish you all the best.

  Customer Answer

  Date: 08/25/2023

   
  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.
  

  if they could possibly help or someone else in finding the people who scammed me under their name

  
  Thank you. 

  
  

• Initial Complaint

  Date:08/07/2023

  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.

  On June 8, June 9, Hornet Moving provided service on two occasions since they could not complete move in one day. Our furniture was placed into Morningstar Storage and it was upon moving into our new location that we discovered the loss of personal items and the extent of furniture damage, as assessed by another moving company before they loaded our items onto their truck. We filed a Claim with Hornet and sent receipts and pictures to them. Hornet was cooperative at first by sending a technician to repair; however, the damaged areas were still apparent. So, in June 2023, *********************** requested pictures to review the permanent damage. Subsequently, after sending pictures and other documentation, Hornet decided to make a mere $175, compensation offer, making a big deal over ** MRT which was never mentioned before when the actual claim was initiated October, 2021. Hornet claims that three lamps that need replacement were never presented to them though I beg to differ. Those lamps are of minor value compared to the indelible damage to our fine furniture pieces, leather sofa and heirloom artwork. We find their lowball offer to be not only insulting but also ludicrous. Hornet is solely responsible for our losses and damages since we viewed all pieces at the storage unit prior to their loading. While they claim they are a small local company, they are accountable and should be more reasonable in their offer. And since they infer that they cannot afford to replace and compensate for our Claim, then they should at least refund their moving charges totaling $2052 ($1152, charged June 8, 2021; $900.22, June 9, 2021).

  Business Response

  Date: 08/16/2023

  We moved this customer on June 7th and 9th of 2021. Once the move was completed we did not hear from the customer until the end of October which is fine since you have 9 months to submit a claim. Once we received the claim we were a bit weirded out as there was another moving company that moved the customer out of storage. There was no document presented from the other company or the customer showing that we were the ones that damaged and misplaced a box or two of kitchen utensils. We ended up doing our due-diligence in sending a repair team out and reimbursing her for the kitchen utensils, picture that was damaged even when we didn't have proof that it was us. Once repairs were completed, *************** we used sent us a report of the damage before and after it was repaired. *************** deemed all repairs except for the artwork successful. Once repairs were done which was around mid November 2021, I then sent a follow up email to the customer. I didn't hear back for a year and a half and from there she stated not everything was repaired properly when I received a full service report from my repair team stating the opposite. We feel as we were being taking advantage of at this point and we had done all the repairs for this customer and sent a reimbursement for the outstanding items when again we have no proof it was all of our fault.

  Customer Answer

  Date: 08/22/2023

   
  I am rejecting this response because: Hornet Moving is incompetent and its response to my complaint is not factual nor logical.  First the back history is that Hornet Moving is unprofessional coming unprepared with little to no moving blankets to protect our furniture and then failed to complete our moving in one day as stipulated, announcing unexpectedly that they could not work any longer! This caused us to lose our new apartment; to pay additional fees at our old apartment; and to find a hotel accruing an expensive bill until we could locate another apartment. Further, they could not move us the next day either therefore causing us further expenses. So, Hornet Moving definitely was not on our radar for the second leg of our move once we located a new apartment months later. The other moving company was appalled at the state of affairs at the storage unit and refused to touch our furniture until we were present for the assessment.  We are certain that Hornet Moving is totally responsible for the damages and our losses.  And had they required verification on our findings then they should have required that when our claim was filed initially.  The repairs done were just to make things less noticeable but did not correct the visible permanent damage along with the devaluation of our new and more expensive pieces.  Offering $175, is an insult and their bogus explanations are not only infuriating but also dishonest.
  
  

  Business Response

  Date: 08/23/2023

  Hornet Moving has abided by all laws pertaining to moving damages in the *********************** even when we didn't know who was at fault due to multiple parties being involved. All of this is in emails between the customer and us. The ********************** company that moved her out of storage has no form of documentation to prove that all damages and missing items fell on us. There were no pictures taken of the pieces before being moved out of storage so to say we were at fault is completely unfair. We did our due diligence even though we didn't know who actually caused the damages and misplaced the items with sending a repair team out for the damages and reimbursing the customer for the missing items. Again the service report came back from our repair team as successful and I gave her reimbursement money for what the state requires us to do for missing/damaged items.

• 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.

  I hired Hornet Moving, LLC to assist me in a moving service only. They were to take items from our home and pack them in ******************** we had secured to store our items until we were able to unload them to our home. The team left items that were supposed to be moved in more than one instance loading pieces of a furniture set and leaving parts in the home. Movers were doing personal things on time that we paid for. They also broke our bed. I don't mean they dropped our bed. They neglected to unscrew the wooden slats from the frame completely and just ripped them up from the frame, damaging the frame and the wooden slat. Instead of letting us know, they hid the fact that they damaged it. I have proof in photos. Also, we had called to verify that our nightstands could be left with items in them and representatives from the company said they would be wrapped. When they were bringing our nightstands down, we told them again that the company representative said they should be wrapped. They did not wrap them and now they are damaged. They also damaged several other pieces of furniture including a freezer, a dresser and a ******* dining set because they didn't take the care to protect our property while they were moving it. As a result, I have a broken bed. [We have been sleeping on mattresses for the last 4 months] and damaged furniture. Per ***********************, the General Manager, because we didn't opt to buy extra insurance, they will only pay $.60 per pound for the damage as per NC law. However, I called myself *************) and was told the "law" that the manager is attempting to hide behind for restitution does not apply. It only applies to transported goods and the items were never transported by Hornet. I've been sent at check for, I think $130 (time back) and they're offering another $738 for the damage for all of my items. That doesn't make me whole. It would cost more to repair all of the damage and/or replace my bed they broke.

  Business Response

  Date: 08/16/2023

   This response was provided verbally to BBB.

  The business has reimbursed the customer $130 for the time and service as not everything fit into the pods we loaded as 1-2 more pods should have been present for the move. The business will not be providing any additional funds as the funds offered were in line with what she stated in the document she sent over for the damaged goods. There were three parties involved, to say all the damage was our fault is a far reach.

  Customer Answer

  Date: 08/16/2023

   
  I am rejecting this response because: Hornet Moving is lying to be quite blunt. The reimbursement of $130 had nothing to do with damage. It was because hired 4 movers at their direction for $260/hour. During that time the movers were caught doing personal things on paid time. They also didn't efficiently pack our pod. It had nothing at ALL to do with the lack of space. I have the email chain to prove ALL of this.

  It is not a far reach to say Hornet damaged our bed and they are the cause of damage to our items. They did not wrap/protect/pack the items sufficiently to protect damage. And they broke our bed BEFORE packing, as they were breaking it down.

  They also offered me $738 for all the damage to my items, which they have accepted responsibility for. I guess they are not mentioning it now out of spite. I believe they should give the $738 for the damage, but I also believe they should repair or replace our bed that their movers broke in our home before they even loaded the pods. How is that not a fair resolution?
  

  They've accused me of trying to disparage them, however, I have photos and emails as proof of all of this. This is not the way a reputable company should behave. For Shame.
  
  

  Business Response

  Date: 08/23/2023

  I would state that the verbal response BBB provided didn't not state everything I wanted to be stated. I agree that the $130 reimbursement was for the service/time wasted on the move. That check has been sent off. With the damages, I gave her two options one for repairs or and one for reimbursement as she did opt in for the basic value insurance. I then sent a document for ******************* to fill out for the damages that occurred during her move. The document makes the customer list out what items were damaged, how much it weighs, description of the damage, when the item was purchased and the brand and model. This allows us to make sure we are not overlooking anything and to abide by all rules stated within **. This document was filled out by ******************* and the weight converted to money came out to $738.00. The document and the reimbursement included the bed that was broken. At this point the offer is still on the table for *******************. There will be no room to increase or decrease the offer as we again abided by the law with ************** when it comes to moving.

  Customer Answer

  Date: 08/24/2023

   
  I am rejecting this response because:
  

  Hornet, is again, not telling the complete truth. I had this discussion with them time and time again via email. I called the ** regulatory authority that places those laws in place. You know what I was told? That the law Hornet is using to limit my reimbursement does not even apply to this case. It only applies if the movers actually transport my items in a vehicle themselves. Hornet did not. I welcome Hornet, the BBB, or any other consumer to call the number themselves. I'm sure they will advise you the same thing. Hornet, in my opinion is being absolutely negligent and ridiculous. Yes, you offered to pay for the damage. However, you damaged my bed AND broke it. I can't comprehend how and why it would be acceptable for any reputable business to come into your home, damage your property, attempt to conceal the damage, and get away with not repairing or replacing it. Tell me how this is fair and please stop hiding behind a law that is non-applicable in this case. If you want to offer repair or reimbursement - by all means. Reimburse me for all of my other items you damaged - my nightstands, my dressers, my dining chairs, my dining table, my freezer, my couch - use the law you are misapplying and reimburse me with the exception of my bed. Repair my bed. It's only fair. It's been on the floor since March because your workers damaged it in such a way that we can't put it together. If you don't believe the things I'm saying, I am happy to get on a conference call where we can verify all of this with **************. This is unethical, unjust and exhausting. Do the right thing Hornet.
  

  Business Response

  Date: 08/28/2023

  Again we offered repairs for all the items from the beginning and they were denied. If there were items that could not be repaired then we would of move forward with reimbursement. From this point on that is why I had you fill out the form to list off all the items that were damage to give you reimbursement. We will not be moving forward with repairs as the reimbursement includes the bed that was broken. The law does not state that the moving company is held liable for repairs if we didn't transport it. The basic value protection plan was chosen by you and I am required to give $.60 per pound on a damaged or lost articles. This is stated in the **** The check is still available for you, I just need you to respond to the last email chain between you and I and I will have the check in the mail.