Complaints

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  Pack Wrap & Move

  Hatch, NM 87937

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  Pack Wrap & Move

  PO Box 13676 Las Cruces, NM 88013-3676

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:02/07/2023

  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.

  This occurred 8/15/2022
  
  This was a dispute I filed with my CC and also ****** **** **** which claims they have no Liablity.
  
  1-I'll be very clear, I wasn't the one loading the truck, that's why I hired professionals.
  2-They loaded boxes at one house that were already packed, marked fragile, etc. all they had to do was load with a dolly from the garage. We drove 1 mile to my other house and the furniture was in the garage. We picked up a sectional, another sofa and chair, a dinning set, and a King matt and 2 boxes, which may have taken maybe an hour. We drove back to the first location to repack what was just picked up at the other location, load up the rest which only ended up being 1 queen bed, dresser and Nightstand, desk, king bed, nightstand, and a filing cabinet. They had to take the king bed apart, queen (kind of, I had taken most the screws out, and they took the desk apart.
  3- They took an extremely long time. The Utah unload took 2 hours, that was setting up the beds, moving all the furniture in the house, moving around other furniture in my house. They only thing they didn’t' have time to unload was the boxes that were loaded at the front of the truck at the first location. That took me myself a half hour to do.
  4- As you can see by the boxes they crushed several that were marked breakable fragile, etc.
  5-I would have never let them not cover my sectional and protect it so it was clear I wasn't out there watching their every move. I didn't feel I needed too. So why the merchant is blaming me is, oh I get it, they don't want their money taken back for the lazy unprofessional job they did. The employees apologized to me for taking so long. They said they were tired and hadn't eaten breakfast or lunch. Not my problem......They took way too long besides ruining my furniture
  6- As far as the blankets go, I had plenty, several dozen blankets. I also had wrap and bands, they said they liked the bands and asked me where I got them. The bands work great, the key is you have to put a blanket on the item and actually put a band on them. They didn't wrap all the pieces of the black sectional. There were 3 pieces that were damaged. If they didn't feel the bands were good they should have used the saran, I could have cared less either way.
  7- My brand new 2500.00 Headboard and rails were chipped. 3 pieces of my black leather sectional were damaged, my two brand new king box springs were destroyed not just the lining, front, back and the wood frames were broken.
  8- There was also an antique vase that was cracked at the bottom of the pile of boxes, that's irreplaceable. I am going to see if I can get that fixed. I didn't unpack the boxes right away so I wasn't aware until a week or so later.
  Thank you,
  ****** *****

  Business Response

  Date: 03/08/2023

  I apoligise that you had this bad expierence. As the movers informed you prior to starting your move. We would not be responsible for any damages as you did not allow them to pack and wrap your items as recommended. They Completed the entire load per year request. Yes it did take them more than two hours to load as you had them loading and rearranging at three different addresses. You had booked the job through moving help.com the day that they completed load. I didn't leave a note in the account on how you requested everything to be loaded and wrapped. Was against on what we recommended. I had spoken to you on August 19th about all the damages. And even though we were not responsible for them I offered to make it Right and you hung up on me and no longer answered my calls

  Customer Answer

  Date: 03/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  First off it was the movers here in Utah that took pictures and are witness to the damage caused by their movers in NM. The Utah crew did more work unloading and setting up furniture in less time. The movers there were very slow to their own admission excusing it because they hadn't eaten breakfast or lunch. They were very slow and careless.
  

  When I called to let her know about the damage she was immediately defensive blaming me so. I didn't load the truck....The damage was caused by how it was loaded and them not covering my sectional and walking all over my brand new box springs. I had 12 dozen blankets I rented so there were plenty and not to cover it and then shove my sectional up against the side to rub the entire way had nothing to do with me and if I had seen it wasn't covered I most definitely would have made them cover it up. They were very slow and careless.  Of course I was upset when she starts putting the blame on me and not taking any responsibility. She never offered to do anything and I never hung up on her.  My phone died and when I charged it and called her back she wouldn't answer her phone.
  
  
  
  1- They never said anything to me about them packing and wrapping anything. The 2 guys showed up at my house with nothing. I had packed all of my boxes and marked them Fragile, breakable, do not stack etc. They were all in the garage, all they had to do was load them according to the weight and how they were marked, clearly you can see they didn't stack them properly.
  

  2- My brand new box  springs were stacked on the top as you can see the damage to them was from the way the stacked them and then was up there walking around on them. I was going to say something to him but I wasn't too sure if he was actually standing on them.  They were brand new....
  

  3-The house that was a mile away, they loaded furniture. Black Sectional, Mattress, sofa and chair, and dinning set. We were at that house an hour and as you can see by the pictures, they didn't put blankets securely around my sectional and had it shoved tightly against the side of the truck.  They loaded it, not me.

  4- The antique airloom that was crushed even though it said fragile, breakable, and do not stack was at the very bottom. I didn't address that because it took me a few days to open boxes.

  They are responsible for loading and all the damage was caused by their negligence not mine. I wasn't out there loading up furniture.

   

  All pictures were submitted to them at the time I called them and when this complaint was filed.

  I want my box springs replaced and my black sectional repaired by a professional leather person
  
  
  
  Regards,
  
  
  
  ****** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 03/09/2023

  
  Good Morning,
  I've done a little more research and have their own photos and information that contradict and then show how items were loaded correctly and negligently .  I am sure there are more I could find online but this is what I have. Can you please add these to my response.
  Thank you,
  
  The pictures show the different sites they are listed and how they advertise.

  
  They were responsible for loading my boxes and protecting my furniture. They don't bring wrapping supplies that I saw. I had rented 12 dozen blankets, I had bands which hold the blankets on and I also had plastic wrap for them to use.You can see by their own pictures, the couch is not protected on either side or probably the back. The side of the couch is butted up against the truck with no protection whatsoever on one side and against what looks like a cinder block on the other side. Mine was packed up against the truck with no protection and it rubbed on the side of the truck for 13 hours.
  
  The mattress and box in the picture are packed correctly.  Mine were thrown on top and walked on by the movers.