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:07/15/2024

  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.

  *Date- July 12,2024 *Cost- $1,000.00 ************** to move our belongings from one house to another *Movers were outside our home cursing terribly and loudly amongst our neighbors *My husband was watching a video and commented it was stupid and one of the movers asked my husband what he said in a confrontational way twice and when my husband realized he was speaking to him, he asked him was he talking to him and the mover replied, "I bet you won't say it again!" My husband was shocked to say the least and he had even bought the movers lunch because it was so hot, and he felt bad for them and in result he was treated that way.*We called the office and told the office manager what happened, and she made us feel like we were lying and said her crews do not do things like that and she needed to hear their side! I was appalled! *After thinking about the situation and finding out the one that said these things had recently moved here from another state, we actually feared for our safety and worried that if anything was said to him, they may retaliate against us. I voiced my fear to the office manager, and she blew that off and said she would speak with the owners and see what they wanted to do. Our bill for 7 hours was $1280, and she said they said for us just to pay $1000. There was NO apology, no owner has called to apologize or anything! I am so upset with this company and the obscene lack of professionalism and respect for us. I have never had any company that has come to my residence make me feel like this has and I never want anyone else to go through what we have been through!* When we went back to our house we moved out of, there were so many things still there that they did not get.*When we started unpacking in our new house, things were not put where they were told to put them, and this created more chaos that it was supposed to.

  

  Business Response

  Date: 07/27/2024

  We are extremely disappointed that you were not satisfied with your move. Please be assured that we do and did take this matter very seriously as nobody should ever feel unsafe in their home. The employee in question has worked with our company for over 4 months and was background checked at time of hire. Prior to this incident, he never showed any signs of this behavior, nor did we receive any previous complaints, and this is why the office manager was shocked to hear about the incident. Unfortunately, when your husband called the video stupid, the employee believed he was calling him stupid. The employee should not have reacted as he did, and we sincerely apologize for his reaction. While you did not want us to discuss this matter with him, we felt we had to as we would never want this to happen on any of our future customers. The employee has taken responsibility for his actions and knows that this sort of behavior will not be tolerated. We hope that you are enjoying your new home, and we wish you all the best.

• Initial Complaint

  Date:08/10/2022

  Type:Delivery 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 July 27th and 28th, I was moved by Sandhills Moving and Storage Co out of Southern Pines NC. This move was very unprofessional, with several concerns that were never addressed by this company which works under the ********* *******. I was told I would have daily contact with a member of the team who was overseeing the project as well as the estimator who drew up the contract. I can give names later if needed. At the end of the first day, it was evident that another truck would be needed. It was requested and denied. I heard all of the conversations and the individual who denied another truck said he didn't pack correctly. The truck was packed perfectly and he took a lot of time in making sure he used every space available. I was asked to sign that I agreed to a contract that had errors on it. I only signed for the packing. I was charged 158.30 twice and the estimator told the mover I did not have full coverage for my insurance when it was clearly on the contract. He told the man that he was looking at the contract and he still stated it was not true. He took a screenshot of the contract to which he responded again that was not it was accurate. I have all documents to prove this. The mover left saying he would return with another truck tomorrow.
  Upon arrival, I learned that an argument has taken place with co-workers and that he had quit but would honor his word and finish loading me. Only one person was sent to help him on that day. The previous day was two. Which meant he would have to unload two trucks with one worker who had a bad back. This would be physically impossible as it would cause harm to this one man. He quit and the person who denied him drove the truck with extra men and it took 6.5 hours to unload. I was in the parking lot until 11:08 in the dark alone in an unfamiliar area. The man in charge did not have any papers to sign. I was charged 532.80 over the contract amount. I have damages and they will not respond back.

  

  Business Response

  Date: 08/15/2022

  The customer was provided with a bound estimate (fixed
  price) which included both the cost of moving at $.60 a pound valuation and full
  value valuation. Total move cost with $.60 a pound was $3,338.90 and total cost
  with full value protection was $3,613.40. The customer on move day chose and
  signed for full valuation coverage which meant that she agreed to pay $3,613.40
  for her move. When her move was completed, she was charged $3,568.40 which is
  $45 less because we did not complete the uncrating of an item since her
  household goods were delivered into a storage unit (attached is a copy of the
  signed fixed price estimate).
  On move day, our move coordinator did speak to the customer
  several times throughout the day to see how the job was progressing. During the
  afternoon, it did become apparent that we might need another truck.
  Unfortunately, all our other trucks were being used at the time and we made
  plans to pick up the remaining items in the morning and deliver everything the
  same day. The next morning, we did go and load the remaining items and the
  driver of the shipment did resign after loading. We are no different than any
  other service business and have dealt with a shortage of labor since covid
  began in 2020. Due to a full schedule our operations manager and 2 warehouse
  workers left to deliver the shipment which was over 2 hours away. The job was
  completed at 10:45pm that evening. While we are disappointed that your move did
  not meet your expectations, we did not charge you any more than your fixed
  price estimate that you signed.