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:03/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 can pull up my phone records and it will show I was one faked once months ago by ***** who the company advised doesnt work there because they say she wasnt responding to me after several attempts made to reach her. The one all where she left a message I called back. I have a picture of the truck, original invoice, and new invoice, and all email communications. So to say your company called me and I didnt respond is another lie. I want an explanation of charges because I called around and the prices they threw at me arent even remotely right and I want to know where my stuff went to. If they dont want to contact me I can provide my lawyers information. You saw a single mother in a bind out on sick leave acted as if they were going to help and make this smooth transition but as soon as your movers got there the price jumped from $2,000 to $6,000 and change. You didnt move me out of a big house but a small illegal apartment with a kitchen and 3 spaces you walkthrough. The crib was not assembled it was brand new in the box. There was no heavy furniture. People need to be warned about your unethical practices. My family lost everything we owned and you made it impossible for me to get the things with these crazy astronomical prices.

  Business Response

  Date: 03/12/2023

  Hello 

   

  Our operations manager is speaking to the customer to work to resolve this issue.  We value our standing with the BBB and more importantly with our customers. 

   

  Please note with this customer worked very hard to accommodate them. They made numerous changes,  and they were difficult to get a hold of.  We have always wanted nothing more than to work with them to achieve a fair and amicable conclusion.  We as well as the customer want nothing more than to deliver the customers belongings to them. 

   

  We wanted to make sure you were aware that we are working with them to achieve a satisfactory outcome.  Have a wonderful rest of your day. 

   

  *** and ****** and the team at Reputable Moving and Delivery Inc 

   

  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: I don't have the new contract yet stating new and fair terms. I requested pictures to see that all my belongings are still there and in tact. Three pictures have been sent which I have attached. I understand that I was quoted a price and given a contract invoice sent via email with the price of $2000 to be relocated from New **** to anywhere in *******.

  Once the movers came out if they felt that I had more things then what was quoted in the original invoice at anytime someone should have told me that this is more than what we thought and quoted so the price will go up or be in this range how would you like to proceed? I would have said thank you, but no thank you I cannot afford the new price. 

  When I first called the company I told them I had bags, plastic storage bins, and boxes. I was told that was fine not to worry. Once the movers came out they said my bagged items had to go in boxes. I told movers I didn't have any extra boxes and they told me they had boxes on the truck and not to worry. The items I had in bags which were clothes and shoes which they ended up  putting in boxes and they put the three tv's I had in boxes which weren't big tv's. 

  I was told the price would go up a little since they used their boxes.  Once my belonging were loaded on the truck the mover gave me paperwork and told me the new price of $6, ****** and that I owed after the deposit that was paid and the pick up price that was paid the new amount owed would be $5,313.29. Which that price would include the milage and gas for a move from New ************. My items have only been at the moving companies facility. Which once the new contact is drawn up and the a fair amount is agreed on I will have my items picked up which means there wont be any fuel or delivery charge. 

  When I tried to reach their former employee for a price on what the storage would be if it was there after the free month. It took several attempts to get an answer.  I sent an email to the three emails I had as well. I was told the price would be $9,000 and change. I asked why was the price so high and the response was that storage was $1564 a month (Though my friend who called on my behalf to work out a new agreement was told storage was $400). I asked why was the storage so high. I was told the price was that high because it's in a warehouse though my stuff is sitting in a warehouse. It is not the same as it being protected in its own private storage locker. 

  I was told the items I have were dropped off how they are on the pallets and when my items were loaded they were loose boxes so they had to be shrink wrapped and placed on pallets once they got to the facility. Which is what the movers said would be done when I asked them how would my stuff be secured once it got there. 

  *********** said they are having a contract drawn up by a lawyer and would send over a new agreement on 3/17/2023. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Customer Answer

  Date: 03/28/2023

  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:

  Yes, an agreement has been reached. I am only comfortable with marking the complaint as resolved the day of pickup.  Please see the attached agreement that was sent and agreed to. The complaint will be removed once I picked my things up and not before. I am still waiting for the agreement to be sent back to me that includes their signature as well showing we both agree to the terms. 

   

   

  Copy of the email  below that was sent showing the agreement was sent, received by them, and sent to their internal department. Attached agreement (PDF and Word format) that were both sent with the email that I can also forward if needed. The agreements have been attached as well. 

   

   

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  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******