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:06/16/2025

  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 spoke with ***** *****, the owner. I requested my deposit back after I had to cancel the appointment. ***** told me it was non-refundable. I was never told this before or after I gave him a deposit. I was only told that it was a non-committal contract.When I first called to set up the appointment ***** demanded 25% down before he would let me book. The amount I paid online was $438. When I submitted this payment no verbage came up to indicate it was non-refundable, nor is it any where on his ********** was when I cancelled this so-called, non-committal contract, and only then, did ***** inform me the $438. was non-refundable. He said I would have had to cancel 7 days prior to my appointment. But that was never told to me & that policy is no where on his website.***** is making up the rules and his business policy as he goes along.

  

  Business Response

  Date: 06/17/2025

  Attached:

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  I cannot read what ***** wrote. If he has Dysgraphia then I'm asking he type
  his answer so it is legible and can be read. This way i can respond to it properly.

  Alyssa

   

  
  Regards,
  
  ****** ********
  
  
  

  
  

  

  Business Response

  Date: 06/20/2025

  Bearded Brothers Moving Group, LLC has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made:
  
  Description of proposed resolution: Cancelation Policy upholds
  
  Promised completion date: 6/5/2025
  
  
  In addition, the business provided the following additional details:

  On 5/28/2025, the customer contacted our office to schedule a move for 6/5/2025. During this initial contact, an estimate was created within 30 minutes, after the customer provided her credentials and inventory details. The customer was presented with and signed the estimate, which explicitly included our cancellation policy in a clearly outlined, bolded box.
  The customer agreed to proceed with the booking contingent upon providing a 25% down deposit, which she committed to paying the following day. On 5/29/2025, an ACH payment was successfully processed for the deposit.
  Subsequently, on 6/2/2025, the customer called my associate to cancel her move, then called back to rebook. As my associate was off that week, I became involved. I spoke with her on 6/3/2025, during which she confirmed her intent to proceed with the move scheduled for 6/5/2025. She mentioned she would be traveling approximately 1.5 hours to the appointment. I advised her to arrive between 11:30 am and noon, to ensure timely service. During this call, the cancellation policy was reiterated, and the customer stated she was not cancelling.
  On 6/4/2025, the customer called the office to cancel and requested a refund of her deposit. I reminded her of the signed contract and the clearly stated cancellation policy, explaining that once a move is scheduled and within the cancellation window, the deposit is non-refundable. The customer responded that she no longer needed our services and terminated the call abruptly.
  Please note, the customer signed her agreement four times and initialed once, with the cancellation policy prominently displayed in a bolded, outlined box on the contract. Due to peak season scheduling, and our strict cancellation policy, cancellations within the scheduled window are not permitted for refunds.
  

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  ***** needs to mail me a copy of the original contract.
  When I signed it there was NO CANCELLATION POLICY on the contract at all.
  Like I said before, there is NO CANCELLATION POLICY on his website either.

  He needs to make a copy of the original contract that I signed 4x and initialed
  from a printer and mail it to me. 
  I don't trust him. He could photoshop the contract & submit a fraudulent picture.

  ********************************************

  Regards,
  ****** ********