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:08/07/2022

  Type:Billing 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.

  The details for this complaint are included in the attached document along with other documents relevant to my complaint. The summary of these complaints are as follows:
  
  Always #1 moving used dishonest business practices to raise the cost of my move $2000 after all of the inventory was on the truck and there was no option to go with a less expensive, more honest company. The dishonest practices are as follows:
  1. Charging me an additional 66% from the estimated cost even though the inventory was consistent with that provided in the estimate.
  2. Not being honest about how the volume of my inventory was measured, and adding an additional 40 cubic feet to the volume from what was reported to me by the movers.
  3. Indicating that I would be able to check the volume upon delivery, then putting me in a situation where that would not be practical (because I wasn’t present)
  4. Indicating that the dropoff date would be August 1st, when that was not the case
  5. Raising the per flight cost of stairs from the estimate
  6. Indicating that the truck would definitely not be able to fit in the development and I would be subject to additional fees, even though that was clearly not the case
  7. Indicating that managers who can actually answer my questions would review my case and contact me within 48 hours, when I was never contacted by them (and it has been 2.5 weeks). This is my attempt to give the service provider the first to fully investigate and respond in writing within a solution to their issues, as required by contract.

  Business Response

  Date: 09/17/2022

  Mr. ********, thank you for your feedback. We appreciate your business and we apologize for any frustration that you experienced during your move with us. It's important for us to address the items that you mentioned in your complaint and to clear up some details. As a company we do everything we can to ensure that all customers understand how our pricing works prior to booking their move with us. We disclose to all customers, verbally and in writing, that all estimates are based on cubic feet (size of shipment), and that if the size of the shipment increases, then the cost of the move will also increase. On move day, when our moving crew arrived at your home, it was evident to the foreman that your shipment would require more than the 578 cubic feet that your original estimate was based on. Prior to touching any of the items in your home, the foreman of the moving crew informed you that due to the size of your shipment, the cost of your move would increase to approximately $5,000. The moving crew started working only after you approved the additional charges and authorized the crew to begin working. The stair fee increased due to the increased size of the shipment. The long carry fee was required due to the distance that your items had to be carried/dollied to reach the truck from your apartment in New Jersey. We regret that you were not able to be present for delivery, and that delivery was not made on August 1st. As a company, we do our best to deliver on the specific day that each customer requests, but due to the nature of the moving industry we cannot guarantee delivery dates. This is why we outline delivery windows based on the distance that the move is traveling. Once again Mr. ********, we extend a sincere apology for any frustration that this moved has caused you. Our support team is still available to assist you and answer any additional questions that you may have seven days a week. Sincerely, Management

  Customer Answer

  Date: 09/19/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17683940
  
  
  
  I am rejecting this response because: 

  1. The information provided in the response is false. The foreman of the moving crew did not inform me that the cost of my move would increase to approximately $5000 before touching anything, and only informed me of this once everything was on the truck. It should be noted that Federal law required the foreman to provide me with a revised written estimate. In addition, Peter, the representative I was in contact with, gave me a three day window or the pickup date but did guarantee that the delivery would be on August 1st.
  2. Per the estimate, the cost per flight of stairs is not dependent on the volume, but is free for the first fight and $75 per flight thereafter. The company changed this on me while my inventory was in transit, which is clearly a violation of the original contract.
  3. The company only addressed (through false information) three of my complaints and completely ignored the others. Specifically, that the estimate so much lower than the actual cost despite the inventory being CONSISTENT with that listed on the estimate, that the movers were dishonest about how the volume of my inventory was calculated, that the movers informed me the volume was 850 CF and raised the volume to 890 feet while my inventory was in transit, and that despite my many attempts, a manager refused to talk to me in the week and a half between the pickup and delivery to answer my questions and resolve the issues before the final payment was required at delivery. I provided other more specific complaints in the document I attached in my original complaint which were not addressed.
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 10/07/2022

  We regret to hear that Mr. ******** is rejecting our response. We understand that further clarification of the charges is being requested. Mr. ******** provided an upload of the “Household Goods Descriptive Inventory” that was provided to him by the foreman & signed by Mr. ******** on move day 07/20/22, wherein Mr. ******** agrees to the charges. The revised written estimate was also provided by the foreman, and signed by Mr. ******** for a total move cost of $4,900.00 on 07/20/22. Mr. ********'s final bill of $4,899.00 included a long carry fee of $300.00 and a stair fee of $150.00. Mr. ******** provided documentation of our terms of agreement wherein the long carry & stair fees are disclosed. This document was provided to/signed by Mr. ******** on move day 07/20/22. In Mr. ********'s response, he stated that there was an increase from pickup to delivery, but our records indicate that the price decreased from pickup to delivery. We understand that moving long distance is stressful, and we sincerely apologize for any unnecessary stress that this move has caused. Unfortunately, we are unable to provide monetary compensation for Mr. ********'s move as the charges on his account are valid. Everything was stipulated verbally and in writing on move day when Mr. ******** agreed to the terms with his signature. If there are any other questions or further assistance is needed, our customer support team is available seven days a week. Sincerely, Management.

• Initial Complaint

  Date:08/06/2022

  Type:Order 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.

  Always one moving company came to pick up my house hold goods on 07/22/22 and the price quoted for pick up and delivery was 3961.85 after I made my deposit the total was to be 2630.00 . Once they arrived to pick up my house hold goods that when the up pricing started. He looked around and said it would be an additional 677.50 because my stuff would take up more space than expected. In order for me to meet the space requirement I decided to leave my brand new sectional couch and that still didn't make a difference in price. Once it came to delivery I reached out multiple times to the company and during the process no one could give me an update on where my stuff was or when it would arrive. On 09/06/22 my stuff arrived and the delivery driver said it would be an additional 600.00 because his truck could not fit and would have to rent a truck. He never attempted to drive through even after getting clearance from leasing office that this a military complex and trucks like this fit through all the time. He refused to make the delivery unless I paid him 600.00.

  Business Response

  Date: 08/27/2022

  Ms. *********, we appreciate your business and we sincerely apologize for your experience. Our goal is to exceed your expectations, and we regret to hear that we fell short of that during your move. We never want for one of our customers to have a bad experience using our service. As a company, we do everything we can to ensure that all customers understand how our pricing works prior to reserving their move with us. We disclose to all customers, verbally and in writing, that all of our estimate are based on the size of the shipment, and that if the size of the shipment increases, then the cost of the move will also increase. When you initially reserved your move with us, the inventory list that you provided to us totaled 28 items for an estimated 540 cubic feet. Prior to pickup, our office made a courtesy call to you to check if there were any updates with your move. During this call you provided us with an updated inventory list totaling 56 items for an estimated 686 cubic feet. The cost of your move increased because the size of your shipment increased. As for the delivery, keep in mind that when you made your reservation, you selected our one month of storage option, and we delivered your items after the the month requested. On the day of delivery, our truck did not have height clearance, therefore we had to shuttle your items using a smaller truck. Our agreement states that if our truck physically, or for reasons of access/parking/safety restrictions, cannot park close enough to the unloading area, then a long carry or shuttle service will be required and the associated charge for the service will be added to the order. Because our truck was unable to enter the premises, the shuttle service was required. The fee for  the shuttle service includes the rental cost of the shuttle, as well as the fuel, mileage and labor for loading and unloading the shuttle. We apologize for any frustration that this move has caused you, but it's important for us that you understand why this happened. If you have any additional questions or require further assistance, our customer support team is available to help you seven days a week. Sincerely, Management.