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:11/21/2023

  Type:Product 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 hired Heywards Moving Servives on 11/18/23 in ********* to *********** to Kingwood, **. We agreed to the amount of $2500 to drive the truck & unload it, the $2500 was inclusive of gas for the truck and their travel expenses back to **. I told the company owner, ***************************** that I would be leaving Saturday afternoon, stopping in *************** that evening to rest, and getting back on the road first thing in Sunday morning. On my travel, I kept him fully informed and we stayed in constant communication. For the ride down, I was required to pay him $800 in cash to cover their ride down and gas. when they arrived to ***** ahead of me, he asked me to pay the remaining $1700 (via Apple Pay after I asked about square pay) to cover the cost of the rest of the move & so they can get a hotel to rest until I arrived. I kept him updated about the traffic on the ride down and my updated ETA. When I was about two hours away, he requested that I paid another $300 because it took me so long to get there. Ill let him know that I cannot control the traffic and stops that I needed for gas along the way. That was not a part of the original agreement and I let them know that I would not be paying them extra money because all of these details were disclosed before we agreed to the amount of $2500. He said OK. When I was about 30 minutes away, I let them know that I was almost there so we can begin the unloading process, he told me that they were at the home waiting for me. When I arrived to the home, the truck was parked in the driveway with the key in the truck, but they were nowhere in sight. I continuously called him from multiple numbers to get an answer And received no response. I want to check his ******** where he first contacted me, and he blocked me. *****************************, and his partner that were supposed to move all of my items into the home stole my money without completing the job and refused to return any contact or refund my money.

  Business Response

  Date: 11/21/2023

  We agreed on the price and what we are going to do but she kept pushing the time back and I told her it was going to be additional price for every hour on the phone and she didnt come till 3 hours late scheduled for 2pm and didnt get there till 5:30pm and she didnt want to pay more due to having way more time wasted and all we could do was leave she wasnt trying to pay so I cant help her if she not trying to additional fees 

  Customer Answer

  Date: 11/22/2023

   
  I am rejecting this response because:
  
  This is a complete lie, we NEVER discussed additional money for time before ***************************** asked once I was less than two hours away. When he texted & asked, he tried to call so the conversation couldnt be documented and I still responded via Text message for the documentation. I let him know that I cannot control traffic in route to the home & we agreed on a set price. We never had an exact time of arrival, but an estimate that I can only go by the gps. Anytime the time changed due to traffic, I informed him. When I told him that I would not be giving an extra $300 or $400, because that was not previously discussed, he took measures into his own hands, and chose to leave without even informing me. The truck was left unsecured in the driveway By the time I got to the home, they had already been gone & the landlord confirmed that there was no one in the truck when he arrived at 4:45pm. When I was 30 minutes away, ******* told me he was at home waiting for me and he was well aware of what time I would be arriving. They tried to extort me out of extra funds and now he is trying to lie to cover his tracks. In the screenshot below, you can see where I told him I would not be paying extra money & why. In the second screen shot, you see the time stamps that I texted him at 4:30 PM letting him know that I was 30 minutes away. He said that he was at the house waiting & when I said I was 15 minutes away, he said okay.