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:10/24/2022

  Type:Product 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.

  I was moved into my apartment on Saturday September 8th to **** ****** ****** *** *** *. They damaged about $2000 or so worth of furniture, as well as charged us an extra $120 for an extra hour while these employees dragged there asses, under the IMPRESSION (one physically said at the 45 minute mark "oh I thought we had 3 hours!) that they had more time. I should not have had to pay for that, especially with the damages.
  
  This ******** company has a full voicemail, phone that just rings straight to it and ZERO response time on emails. I received one answer back from them and then i had to call a full 72hrs later ON THE 14th I WILL ADD, SIX FULL DAYS AFTER THEY DAMAGED OUR STUFF in order for him to say "oh i was just about to reply to that, can you send me some photos" to which is sent on saturday the 15th before 5pm. I have still not received any sort of answer from them. They have ignored every email since then and are impossible to reach by phone due to them not answering and having a full voicemail so I am unable to leave a message.
  
  
  The **** poor communication and ZERO customer service from ANYONE is sickening. Am i really going to have to come out of my pocket for furniture that a company that is ***** RECOMMENDED damaged all because i can't get them to answer?
  
  Please have someone reach out as soon as possible.

  

  Business Response

  Date: 11/18/2022

  **** ******* and her boyfriend, **** *****, booked our "labor only" services through ******** MovingHelp for 2 movers for 2 hours on 10/08/2022 from *** ***** **** *** ** ********** ** ***** to **** ****** ****** **** ************* Our hourly rate was $119.99 / hour, ******** MovingHelp has a minimum of 2 hours per booking, and requires the customer to provide all equipment needed. The job went over 1 hour, for a total of 3 hours, for a total price of $359.97.This link is the work order summary, sent to our movers. You can see there were 3 flights of stairs at the first location, along with 3 couches, 2 dressers, an armoire, and a Cali King bed set. The only information that's incorrect in our work order summary, was the price at $145, which was an error, and was not charged. The customer is accusing us of purposely taking out time, however 3 hours is well above the industry standard for the services we performed. I have also attached ******** recommendation of how long services should take, we completed the services well under the recommendation. *****************************************************************************************************In the FAQ on MovingHelp where our services were booked through, it states that the customer is to provide furniture pads. Unfortunately, the customers did not uphold their end of agreement. What services are offered through Moving Help®?Answer Load/Unload – Moving Help® service providers will load/unload a customer’s goods into or out of their rental equipment. All rates are based on the hourly rates for the crew size. The customer is responsible for all equipment including trucks, trailers, dollies, furniture pads, etc. This was my response to **** in his BBB complaint. This message originally read on 11/18/2022This is a response sent to **** through email, but would like to add it to his BBB complaint.Hi ****, Robert here with Making Moving Easy NY LLC. From my understanding, you would like us to reimburse you for more than what our services cost in helping you move, due to cosmetic damages on your items and your bottom slide being damaged on your dresser. You would like us to reimburse your item without a receipt of the item. You purchased the minimum amount of hours allowed, two hours ($240), of our moving services through ******** online marketplace, “MovingHelp," knowing we are not providing you a full service move, but we are assisting in your DYI move. The total length in assisting in your move was 3 hours and our cost was $360. I have attached MovingHelp’s recommendation on how many hours they recommend customers to book. 3 hours was a fast move for your move with 3 sets of stairs and two locations requiring both loading and unloading your truck. I apologize that you did not do the research on the length of time required in moving furniture but want to assure you that the speed of your move was done above an industry standard. I apologize that items had finishes removed during your move. As stated in the agreement you made with MovingHelp when you booked our services, it is the customer’s responsibility to provide bubble wrap, blankets, and any other form of protection for your items as well as provide any rope or straps to anchor items down to stop items from shifting. It is also spelled out that it is the customer’s responsibility to provide and drive the truck, and the liability of their items is with the driver.  I apologize that the slide on your dresser drawer broke due to one of our employees sliding your drawer back into your dresser. This is our mistake, and we will gladly buy you a replacement slide and install it for you, or we can send you the money to replace the slide yourself. On top of replacing and installing the broken slide, we will reimburse you the extra hour, $120, to apologize for the inconvenience. I apologize that the speed of communication was not to your liking. You have to understand you reached out to us with 3 separate email addresses and we replied to all 3 addresses in a timely manner. “************@yahoo.com” “**********@gmail.comp”“********@aol.com” Had your communication been from one single address, the speed of communication would have been faster. We hope this resolution works for you, and hope you have a great rest of your day. Robert V*******Making Moving Easy NY LLC