Complaints
This profile includes complaints for Shleppers Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/06/2023
Type:Service or Repair IssuesStatus: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.
I discovered the movers broke our dining room table and didn't tell us. (They didn't tell us about the other things they broke, and I submitted a claim for those items with the company already.) I believe they intentionally concealed these damages because they wanted to get their tip and leave without me raising the issue then. However, with the table, the movers not only concealed that they broke the table, but they tried to repair it without my permission or knowledge. They found two non-matching screws that were not part of the table and screwed them into the side of the table. They further damaged the table by scratching it, and there shouldn't be visible screws in this solid wood table leg (see pics of attempted repair and other table leg for reference). I am unhappy as I paid a premium to move with a company I thought would be trustworthy and do a respectable job. I could have hired a less expensive option but I wanted to make sure our items would be handled professionally for a local move.Above all, I am disappointed that they acted dishonestly, they knew they broke our table but didn't tell me. I'm upset they tried to fix the table, and did so in a way that isn't acceptable by reasonable professional standards. Further, they did not have my permission to do so. Most importantly, I am worried about the stability of the table leg they tried to repair since it has a heavy quartz top. I have three young kids that play near and under the table and I am concerned about their safety. I would like them to cover the cost of correcting the attempted repair. The repair needs to ensure the table is safe and the repair not visible. If the repair cannot be done I would ask for a refund to cover the cost to replace the table. Again, they did not ask me if they could try and fix it, and the poor quality of the repair made it worse and potentially unsafe. If they had told me they broke the table, I could have hired a professional to repair.Business Response
Date: 03/06/2023
Good Afternoon,
We hope all is well.
Customer did report damages and service complaints arising from their past move. A claim form was sent to the customer immediately. Customer filled out that form but later discovered that there was another damage and additional concerns.
This morning the customer expressed via email and phone call that there is an additional item damaged along with a situation that the customer felt was outside of the claim form process. All damages and issues need to be placed on the claim form for review and refund. This was conveyed to the customer . Customer was advised that the claim form could be reset and reset back to the customer to fill out with the additional damage and issue surrounding. Customer asked for the claim form to be reset and a new claim form has been sent to this customer this morning.
Unfortunately the process for filing a damage or complaint with a moving company must be submitted by the customer and on a claim form. A refund cannot be offered at all without a formal file and claim form to support the claim refund. The transportation industry has strict regulations in regards to the claims and filing. Claims must be filed by the customer detailing "all" damages issues and concerns and submitted to the moving company.
We sincerely apologize for any inconvenience and look forward to receiving the completed claim form back to us as soon as possible. We will work very quickly to refund and resolve the customer claim based on the valuation coverage outlined in customers contract.
Please let us know if you have any questions or concerns.( New claim form sent 3/6/2023)
Customer Answer
Date: 03/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The business continues to simply assert that my issue is covered by their claim process, but it is not. My issue is that their movers tried to repair my table without my permission and did so in a negligent and further damaging way. Their claim process covers damage to items from the move itselfthis goes beyond that. I gave them permission to move my furniture (in scope for the claim process), I did not give them permission to try to repair my table once they delivered it. This is a separate matter I am trying to resolve as best I can with them.
The business is now claiming that the movers not only did not damage the table, but they did not try to repair the table. Among other things, the business said the movers do not have tools on their truck to do this. That is not trueamong other things, the movers took apart a king sized bed and frame, a twin bunk bed and a crib with tools,moved them, and then rebuilt them in our new house. They used tools to do this, the same tools that could be used to drill or put screws (halfway) into our table. There is no other way they could have moved our furniture.
Also, given the nature of the damage, the table would not have been able to be left standing in our dining room as it was if they didnt do the quick repair attempt to keep it together so they could leave.
Also, taking a step back, why would I drill screws into my own table, making the damage much worse? If the movers damaged the table and left it alone, I would have accepted the damage through the claim process and gotten a proper repair myself with the claim proceeds (like the other items Im claiming for). The indirect assertion that I am lying and did the bad repair myself, not the movers, doesnt make any sense. I wouldnt intentionally damage my own furniture so I could then accuse them of doing that. This isnt a get rich quick scheme I have; the claim process has been nothing short of painful and I would have loved to avoid it.
The business also claims they reviewed facility video tapes. Unless they had video recordings of the movers on our property, that doesnt make sense either.
These are disingenuous arguments at best and,at their core, seriously concerning behavior by a business.
I understand why the company is taking a litigation defense posture of denying everything, but I would ask that they do the right thing and consider separate from the claim process the reasonable repair estimate I obtained and will provide them. I am not asking for them to replace the table or anything else.
Again, the unauthorized repair they attempted is outside the scope of their claim process and needs to be addressed.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Customer Answer
Date: 03/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:On 3/17, the business represented through the BBB ************* that an additional amount was added on 3/17 to the claim refund. Nothing happened since then.
So are they taking that back now? Why?
The business said they were hoping that goodwill gesture was acceptable and looked forward to closing the claim positively.
If the business is now reneging on the 3/17 statement that an additional amount was added, how do they expect this claim will be closed positively? The business continues to assert the same incorrect point that this is covered by basic claim coverage, when it is not.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Business Response
Date: 03/20/2023
Good Afternoon,
Customer has been sent a settlement refund based on the selected carrier coverage on that account. Additional was addedl above the valuation coverage on the account of .60 per pound per article to try and reach a positive conclusion.
Customer does not have full value protection. Full refund nor repairs can be offered. Settlement has been sent today to the customers email on file where all communication is going. Unfortunately the valuation coverage is limited.
We sincerely apologize for any inconvenience.
Initial Complaint
Date:09/28/2022
Type:Service or Repair IssuesStatus: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.
Over the years I had collected valuable antique furniture during my travels. I trusted ********** to store these items until my big move back to ** from **. After two years of them charging me $200 a month for storage, I was ready for my move. On Sep 2. 2022 ********** came to deliver my furniture. To my absolute heartbreak they did not deliver 6 pieces of large furniture valued at about $******. They also delivered me my flat screen TV with a whole in the middle of it. Don't even get me started on the condition of my boxes, all destroyed with holes marked "fragile". They didn't even have courtesy to call me, I continuously called to be left on hold and speaking to employees who had no way of even pretending to help find my items or even an explanation as to what happened. After weeks of calling and asking for updates they cannot locate my items. I ended up finding out through a helpful friend in the business that they sold their warehouse and moved my items without my permission sometime last year (I believe this is illegal). I submitted a claim for my lost items at ****** and ********** response was we will give you $300!!!********** is at fault and refuse to take responsibility. I am out 30K worth of sentimental furniture, out two years of storage fees, and have no TV I also said to the delivery man I do not want to sign for this delivery since all my items have not been delivered. He said ok just initial here so I can leave and don't sign. Will all the commotion I said ok and did. I now am being told i intialed on the line that said no insurance wanted! I was deceived by them. This is horribleBusiness Response
Date: 09/28/2022
Good Afternoon,
We hope all are well.
Our customer with job#****** has filed a claim with our company for damages and missing.
Customer has the basic carrier valuation coverage of .60 per pound per article. ****************** is requesting to be refunded $30,000 to close his claim. Unfortunately full value replacement cannot be offered as full valuation protection was not purchased. A settlement refund was promptly emailed to the customer. ****************** expressed his dissatisfaction in regards to the refund. The settlement refund has been increased twice above the liability owed in order to come to a positive conclusion. An increased settlement has been sent to the customer as soon as today.
We sincerely apologize for any inconveniences caused during the move.
Please let us know if you have any further questions or concerns.Customer Answer
Date: 09/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Schlepers did not offer me insurance for the storage of my items. They instructed me to sign a paper one they delivered my items.
The fact still remains that they sold their warehouse and moved my items without my permission. Because they did this they either stole, lost, or damaged my furniture
They also did not reach out to me today with and adjusted settlement. This is criminal behavior and I will have no choice but to take this to the courts
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Business Response
Date: 10/03/2022
Good Afternoon,
We are sincerely and truly sorry for any inconvenience caused during your move.
We are doing our best to reach a fair and satisfactory settlement refund, however the valuation coverage is limited.
As mentioned previously, you have expressed your dissatisfaction each time the settlement refund has increased.
Customer claims items were stole. We take theft allegations very serious and have encourage the customer to start a formal police investigation.
The settlement refund sent has reached max *************************************** let us know if you have any further questions or concerns.
Initial Complaint
Date:08/26/2022
Type:Service or Repair IssuesStatus: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 reached out to Shleppers to schedule a move for the following day. We needed someone urgently because Shleppers had ruined our move the day before (they only took half of our belongings and then just left - we complained and were told they would not finish the job without our paying more money). After speaking with Shleppers, we ultimately decided not to hire them because we found a more trustworthy company to do it for half the price. Although we canceled Shleppers within about an hour or two, they nonetheless charged us $624 without doing a minute of work.Business Response
Date: 08/27/2022
Good Afternoon,
We hope all is well.
We sincerely apologize for any inconveniences.
There is a 24 hour cancellation policy. There is a $100.00 to book the move.Customer cancelled the move. Customer was not charged for the move.
The booking deposit of $100.00 has been retained as it is non- refundable.
Please let us know if there any questions or concerns.
Kind Regards
Shleppers Moving
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