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:10/16/2024

  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.

  damage on move of household furniture from Massachusetts to Pennsylvania 8/26/2024 – 8/30/2024
  
  Mover: Ray the Mover/ Marathon Moving / agent for ****** *** ***** Settlement offered: $50 October 6, 2024 (see attached). Our response (see attached).
  
  A major dispute concerns damage to a new wood floor in the destination condo that was done by the movers. Lesser disputes concern damage to furniture and items that were not delivered. The movers deny liability (see attached). They also refuse to share the damage estimate provided by their adjuster, the photos of the damaged floor taken by their driver/crew chief, ***** *****, and his report/statement concerning the damage.
  
  See details in attached file entitled Ittig Moving Claim 414706.pdf

  Customer Answer

  Date: 10/20/2024

  Attached is the last email we sent to Ray the Mover to which we have not had a response.

  Business Response

  Date: 10/27/2024

  The Crew Member has been
  employed with Ray The Mover for nine years and is a valued, trusted team
  member. He has built strong relationships with both the company and our
  customers.
  During this particular
  delivery, the driver immediately noticed that one of the chair’s glides was
  broken off as soon as it was unloaded from the truck. He promptly informed the
  crew, and the chair was placed on its side inside the house to prevent damaging to the floor with the leg of the chair. He documented this with a photo.  However, while the driver was
  retrieving additional items from the truck, the chair was moved by someone
  else. Neither the driver nor the crew were responsible for this.
  The driver promptly
  reported the situation to our office, as he did not want to be held accountable
  for the damage. This is why the floor damage was denied.
  Additionally, the
  customer was presented with a check-off sheet at delivery, which required them
  to verify and acknowledge the receipt of all inventoried items as they were
  delivered into the home. The customer signed the form, confirming that all
  items had been received, which is why the claim for any missing items was also
  denied.
  As per corporate and
  company policy, repair service reports are considered internal documents and
  are not provided to customers.
  Regarding the settlement
  amount, the customer’s claim that it was $50.00 is incorrect. The actual
  settlement was $300.00. However, the customer had chosen a coverage plan for
  their move that included a $250.00 deductible, which was applied to the settlement,
  leaving a remaining balance of $50.00.
  While
  we realize the customer is unhappy with the settlement, we see no reason to
  change the position that was outlined.

  Customer Answer

  Date: 10/29/2024

  
  
  Complaint: 22401218
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.].  SEE ATTACHED PDF
  
  
  
  Sincerely,
  
  
  
  **** *** ***** *****

  Business Response

  Date: 11/20/2024

  .2nd response:

   

  I am sorry that that we cannot provide you with a more favorable response to your complaint.  A thorough review of the complaint was done by considering all the feedback and documentation.   The Driver did note the damaged floor but also gave his explanation of refuting responsibility as explained in our previous reply.  The $50.00 settlement was after the selected deductible was applied.   All Cartons were delivered and signed for; therefore, we cannot honor a claim for missing items.  

  
  

  Customer Answer

  Date: 11/27/2024

  
  
  Complaint: 22401218
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  Because Ray the Mover is refusing to take responsibility for
  the damaged floor, we are unable to resolve the principal claim of damages
  related to this move.
  
  Despite rectifying the sleeper sofa issue which was handled Monday
  11/25/24 by ********** ****** * ******* (this repair estimate was quoted at
  $20.00 by **** ******** ********, agent for Ray the Mover), the bulk of our
  claim remains unresolved.  They also sent us a check for $50 for
  our other damages, but nothing for the damage to our wood floor.
  
  The repair for damage to our new wood floor was quoted at
  $585.00 by their estimator/agent,
  West Interior Services.  This remains unresolved and our complaint remains
  outstanding.  See attached copy of repair quote.
  
  Since Ray the Mover's position that we did the damage to
  the floor is an outright lie, we see no way to resolve our complaint without
  compensation as quoted for the damaged floor. 
  
  It should be noted that Ray the Mover arbitrarily replaced
  ********** ****** (the contracted destination agent - see attached copy of
  contract) with an unnamed crew who caused the damage. 
  
  This is not the service we expected after paying $12,866.60
  for moving services. 
  
  Thank you for your assistance.
  
  **** *** ***** *****
  
  
  
  Sincerely,
  
  
  
  **** *** ***** *****

• Initial Complaint

  Date:01/17/2024

  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.

  We hired Ray the Mover to pack and store our furnishings, then deliver to our newly built home. Fragile and valuable items were packed inadequately and handled unprofessionally. Expensive ceramics, art and crystal were shattered, broken and cracked. We owned two 5’ tall ceramic vases that were packed with a thin layer of paper around them. One was delivered upside down in a destroyed box. I can offer a dozed similar examples with photographs to support. The necessary paperwork was filed in early October. We notified Ray’s that we did not have adequate storage to keep the broken items, as some were large pieces of furniture, and asked them to send a claims adjuster as soon as possible. We eventually had to pay someone to take it all to the dump in order to get our cars in the garage. They have neglected to follow up. I’m shocked they’re still in business with this disregard for professional standards.

  Business Response

  Date: 01/31/2024

  The
  customer requested a claim form Oct 6th for her move. A claim form
  was sent to the customer and returned on October 9th. The customer
  was informed not to discard any items until an adjuster has viewed them and
  provided us with a report. An adjuster was assigned to inspect the items. 
  The inspector called the customer to arrange a viewing and was told by the
  customer that she would be in Florida for a few months and would need to put
  the claim on hold.  The claim had not been settled or addressed as we were
  waiting for them to return from Florida. Once we received this BBB complaint,
  we called the customer on Friday January 26th and left a message to
  be called as we were unsure which move the customer was writing about as they
  have had several  moves with us. The customer had not called us back so we
  reached out to them again on January 30th and spoke with the
  customer.  We advised we were in receipt of the complaint and we wanted to
  know which move they were writing about. It was explained that we had not
  addressed the claim or settled as we were told that they would be in Florida
  for several months.  She replied that she had thrown everything away. I
  asked why she would do that since the directions, advise if the items are not
  available it would void the claim. She said that she did not expect us to do
  anything. She filed the complaint to inform others that items were broken
  during her move. We feel at this time it has been the customer’s actions which
  have caused the end result of the claims process.
  
  

• Initial Complaint

  Date:10/05/2023

  Type:Billing 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.

  When I selected Allied Van Lines the estimator went through the inventory with me and sent a follow up email stating the following: We can promptly answer all questions: me and my associate ********* My move was scheduled for Aug 16, and any changes to inventory had to be made before Aug 11. On Aug 2 I asked for a king bed, end tables and dresser to be removed from the inventory and to two TVs - the TVs were added but the other items were not removed. I made several requests by text and phone to remove these items and additional items as this would decrease my costs - there was no response between Aug 2 and Aug 10. Calls to the associate Michelle were referred to the Estimator. On Aug 11, I tried one more time to revise the inventory and the agent responded by test saying "I am completely booked but that she had given the information to operations"- the items were never removed but the costs to pack the TV was added. The deadline to change the inventory had passed. Later on Aug 11 the estimator asked that I list the changes by room - I was traveling and could not reply and this request but the deadline had passed, and the information was needed to assess extra space on the truck. The prompt answers to my questions that had been promised were not provided. I have reached out to Ray the Mover with no response, and also Allied Van Lines who have denied my request but ignored the lack of response during the time window when changes were possible.

  Business Response

  Date: 10/13/2023

  The estimator who conducted the survey estimated for 9500 lbs.  Mr. ******* said he would be getting rid of a few items, and the estimator agreed to price the move at a flat 9000 lbs.  When the customer called in to add packing of  tvs and the removal of a few items, it seemed to fit with the conversation they both had for the already accounted for 500 lbs,  When the customer called in again insisting on it being noted on the pape work,the estimator needed the specific inventory item from the list. in order to recalculate the paperwork.  The customer was not able to provide before the move and the shipment went with the binding price.  The tvs were already part of the weight and the only thing that was added was the last minute request to pack the tvs. 

  Business Response

  Date: 10/31/2023

  In response to Mr. ******** *ast communication, I would like to
  clarify some important points regarding the initial estimate and the subsequent
  updates provided.
  Mr.
  ****** mentioned in his communication that the original estimate of 9,000 lbs
  included items that were already disposed of and I would like to emphasize that
  our estimates do not include items that have already been disposed. The weight
  of the items marked for moving, as per our records, was 9,500 lbs. and since
  Mr. ****** indicated his intention to get rid of more items, it was mutually
  agreed upon by our estimator and him that 9,000 lbs would be the weight for the
  binding estimate.
  On
  August 2nd, Mr. ****** informed us about specific items, including a tall
  chest, bed frame, and end tables, that were not moving. These items were well
  within the 500 lbs agreed upon by Mr. ****** and our estimator. Furthermore, on
  August 11th, Mr. ****** provided additional details about items he was not
  moving, including a king bed frame, dressers, highboy, end tables, and a pub
  table, which he stated were given to charity. Our estimator promptly responded
  to his message within two hours, seeking further clarification on the rooms and
  specific items to be removed from the inventory.
  Despite
  our attempts to obtain the necessary details for updating the inventory, we
  have not received any response from Mr. ******. It is crucial for us to have
  accurate information about the items being moved to provide an updated and
  precise estimate.
  At no
  point was a new contract or inventory issued and Mr. ****** was charged based
  on the services he agreed to in the signed binding contract.
  

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because it misrepresents the facts, and does not address why Ray the Mover did not respond for ten days to repeated requests to remove additional items from the inventory, and never removed them even though these items were documented in my text messages. I did not claim that the original inventory contained items that I had already disposed of - the original inventory was 9500 not 9000, and the reduction of 500 was for items that had been disposed of subsequent to the initial inventory assessment. This was done prior to the Aug 2 request to remove additional items such as the King Bed frame etc, and there was a long list of smaller furniture items and boxes that I needed to be removed but that needed a conversation - not a text message request on Aug 11 which was after the window to make inventory changes had closed. The estimator had indicated that she had sent the request for inventory changes to operations but there was no follow up from her or operations on this between Aug 2 and the window closing on Aug 11.
  
  
  
  Sincerely,
  
  
  
  **** *******