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:10/09/2024

  Type:Customer Service 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.

  My husband and I got an estimate for a move from one home in Albuquerque, NM, to another, about a distance of six miles apart for approximately $2,000. When they showed up for the move, the owner, ******* they told us it would be $4,900. I tried negotiating with the business owner, ******, but he would not acknowledge me and instead negotiated with my husband for a price of $4,000. During the move, they damaged many pieces of furniture, specifically they scratched the surface of a marble table and chipped off the entire corner of the table. The broken pieces of the marble table were found on the floor of the truck by my husband and ** ******. Also damaged was a brand new refrigerator (by reassembling the doors and water lines incorrectly), they significantly scratched an antique dresser, some scratches on a wooden bed frame, minor scratches on a large antique desk, and they demolished a small coffee table which I had just bought for $100.
  
  ****** told me that he had always dealt with a furniture repair company called ******* ********* repair and he would send them right over and take care of the cost of the damage repair.
  
  After one month of delay and constant reminders from me, he finally sent *** **** ****** of ******* ********* ****** to my house to inspect the damage and make an estimate, which ****** promised to pay for. He said he had used ******* ********* ****** many times, although, *** ****** said he has never dealt with White Glove before and therefore needed to be paid in advance for the repairs. He sent ****** the estimate, however, I never got a response about actually performing the repairs from ***** because he was supposed to pay ** ****** first and has not done so. It has been over 2 months without resolution.
  
  Incidentally, when I told ***** that he had a previous complaint about damage and a civil lawsuit for that, he told me I was lying, but this complaint is published on the BBB website.

  Business Response

  Date: 11/14/2024

  Hello **** ******, we apologize for your recent experience with White Glove Moving Services. We do pride ourselves in making sure we have no damage on any of our moves and giving our customers the best service possible. Regarding the damages, we are very sorry that we had to inconvenience you with having to wait on the gentleman to come and fix your items. As of this message, the damages have been fixed and the problem has been resolved. We appreciate your business very much, please do not hesitate to contact us if you have any questions or need any additional assistance as we want you to be completely satisfied with our service. Thank you again for choosing White Glove Moving Services to do your move, we hope that you enjoy your new home!
  
  ~***** ********, Owner, White Glove Moving Services

• Initial Complaint

  Date:11/16/2022

  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 of transaction was June 22, 2022. White Glove Moving Services was paid in two installments a total of $7,303.66. Final Invoice #: ******* White Glove Moving guaranteed my satisfaction in moving my furniture. Nature of dispute is that White Glove Moving damaged, gouged or destroyed over one half of my furniture. After eight calls to seek a resolution was told to do whatever I felt was necessary.

  Business Response

  Date: 01/23/2023

  Attached is White Glove Moving Services response to Miss ************* complaint, thank you

  We/White glove moving services Moved Ms. *********** from Albuquerque NM to Denver Colorado. We
  moved ¼ of the household goods to an apartment, the rest of the household goods to a storage, and a
  couple of household goods to her sons. I personally ****** ********/Owner) went on this move. Ms.
  *********** Packed the entire home into boxes. White glove moving services wrapped and packed all the
  furniture. We moved Ms. *********** from her home on **** ***** ****** ** *********** ** *****
  to a storage located at **** **** ***** ** *********** ** *****. Ms. *********** was present at both
  times, while watching us load the truck. Ms. *********** was told at the time we loaded the household
  goods from her home that she had overpacked the boxes. A majority of the boxes exceeded 75 pounds
  or more. The boxes were actually coming apart when we were loading them. Ms. *********** was
  informed several times that day because the boxes were way overpacked. White glove moving services
  had to re-pack several boxes because they were either to heavy or falling apart because of the weight.
  When we arrived in Colorado, we unloaded the ¼ of the household goods at her apartment, set up the
  beds and put boxes where she wanted them. While unloading at her apartment Ms. *********** was
  shown the shape of the boxes because that some were damaged because they were over the weight
  limit for what a box could hold. Ms. *********** responded by saying we had already shared that
  information with her when we loaded in Albuquerque. Wasn’t worried about it at all. When we left her
  apartment Ms. *********** Made several comments about how great our service was. I can't understand
  why Ms. *********** never said a word to us about damage or anything else because she watched the
  entire process. And like I stated many several comments about our service being great. Then arrived at
  the storage unit and started to unload. Ms. *********** was there for the whole entire time separating
  stuff she wanted us to take to her son's home. (We actually did her a favor and delivered the household
  goods to her son's house. This was not in the contract) White Glove Moving Services always gives the
  best customer service and always go's above and beyond. This can be verified by other customers.
  When loading storage units, everything is more compact because the customer wants to make sure that
  it all fits in 1 unit, so they don’t have to rent another one. It gets costly for the customer. White Glove
  Moving Services has nothing to do with picking the storages or how much they cost. Boxes have to go on
  top of the big furniture. Furniture cannot go on top of the boxes. Furniture weighs too much and would
  crush anything that is in the boxes. Ms. *********** was there for the entire move. From when we loaded
  in Albuquerque and took the household goods into storage in Albuquerque, to when we unloaded at her
  apartment as well as when we unloaded at the storage, and unloaded at her sons. Ms. *********** was
  generous enough to gives us a great tip and let us know how great of a job we did. White Glove Moving
  Services did not move Ms. *********** from her apartment or from her storage into her final destination,
  which was her house. Ms. *********** hired someone else to move her out of her apartment into her
  home, as well as hired someone else to move her items out of storage into her home. Not sure if it was
  a licensed company or not. Never discussed this with Ms. ***********. There were several of our movers
  that were witnesses to the entire move. (***** ********* ******** ****** ******* ****** *****
  ********* **** *******) White Glove Moving Services unfortunately does not take responsibility for any
  of this damage being that there was another moving company that was involved that completed the
  moving process. Keep in mind that this move was done at the beginning of August 2022. White Glove
  Moving Services stands behind their service and is always willing to take responsibility for any damage
  that might occur during the moving process. Sincerely White Glove Moving Services/***** ******** 

  Customer Answer

  Date: 01/30/2023

  In response to my complaint made against White Glove Moving Services, LLC, I have a number of corrections to make responding to the inaccuracies and untruths made by ****** ********, the owner of the company.
  
  Yes, I was present while White Glove Moving packed the truck at my home in Albuquerque.  No, I was not watching them work.  I was busy packing my personal belongings in the house.  I was unaware they were not being careful or I would have immediately said something about their total disrespect for my belongings/furniture.
  
  Yes, I did pack all my household items. NOT ONE  box weighted anywhere near 75 pounds.  Having packed each box myself, I made sure I was able to carry them.  White Glove Moving DID NOT repack any boxes packed by me and not any of the boxes were coming apart.  Mr. ******** remarked how well I had packed the boxes making their job so much easier.
  
  It is important to note that NOT ONE  of the boxes packed by me  incurred any damage.  My complaint speaks to the damage to my furniture that Mr. ******** and his crew personally loaded in the truck and then into the 2 storage units, first in Albuquerque and  later in  Denver.  White Glove Moving and Storage arrived in a rental truck in Denver at 9:30 am, after traveling all night only to have to unload my belongings into 2 different locations, my apartment and a storage unit.  They were working extremely fast to drop off the rental truck and make a 3:00 pm flight back to Albuquerque!  Yes, I did give Mr. ******** and his crew a generous tip not realizing at the time the thousands of dollars of damage they did to my belongings.
  
  I sent Mr. ******** a letter with photos of the damage done to my furniture that was moved into my apartment in August of 2022.  He responded  to me not to worry that he would take care of things.  In October when I moved into my permanent home was when I realized the extent of the damage done to my remaining furniture. Per the request of the Denver moving company,  I was present when they began taking my belongings out of the  storage unit.  They realized  the furniture was not properly wrapped and placed haphazardly in the storage unit. They took the  photos to protect themselves.  Over 90% of my furnishings were scratched, gorged and 2 pieces completely destroyed.  The moving company is a national company, licensed and insured and WILL TESTIFY on my behalf. 
  
  A second letter was sent to Mr. ******** listing each piece of furniture damaged, along with 60 photos attesting to the damage.  After 7 phone calls to Mr. ******** that were not returned, I finally reached him and was told he was not responsible and to do what I had to do!  Hence, I filed this complaint and have taken him to Small Claims Court.
  
  I do not know if I am more disappointed in the damage to my furniture or having Mr. ********  show NO respect for me or for the things I value. 
  
  I am a single women and wonder if Mr. ******** would do this to a man?
  
  ******** ***********
  

  
  

  Customer Answer

  Date: 01/30/2023

  In response to your questions concerning ID#********, White Glove Moving and Storage.

   Small Claims Suit was filed on December 20,2022

  Case #. ******************

  White Glove Moving had 20 days after being served on January 9, 2023,  to respond.  As of today 1/30/23 there has been no response made.