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:12/01/2024

  Type:Service or Repair 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.

  We hired Hall of Fame movers for 2 hours to help us move some items. When they arrived, they attempted to move out our exercise machine, the main reason why we hired them. They spent an hour attempting to move the machine after which they stopped and told us they couldnt move it because they couldnt take a bolt out of the top of the machine. One of the movers offered to come back the next weekend with a friend and get a special tool to remove the bolt and he would move the machine for a discounted price. We accepted. The movers spent the next two hours moving two mattresses one bedframe, one freezer and one dresser. They went over time by an hour because they spent the first hour attempting to get a bolt out of the machine and couldnt. The employee never contacted us back despite multiple attempts. We contacted our brother to get the exercise equipment out of the house. He took the day off, came over to look at the machine to see if he could get it apart. He got it out in less than a minute. I contacted the owner to tell him that I was frustrated that they spent an hour attempting to get a machine out that they couldnt because of the bolt being stripped, but my brother was able to get it out. I told the owner that his employee had told us that he would be over the next weekend to get the machine out and never showed. The owner spent the next 30 minutes cussing me out and telling me it wasnt his problem and that his employee shouldnt have told me that he would be back and I shouldve contacted him instead. I informed him I did not contact him to tell him about the problem because his employee represented that he would be back to take care of the problem. The owner eventually told me he would send me a check for the one hour of time that they spent over. He never did. It looks like the two employees went overtime on purpose and screwed around and charged us an hour to do so. Ultimately, we spent over $400 for a machine that wasnt even removed from the house.

  

  Business Response

  Date: 12/02/2024

  Well first off, Almost everything she said is a lie. We offered to come back to move the machine. She denied the offer and wanted money back. The guys only spent like 20 minutes trying to get the machine disassembled. And saying we cursed her out for 30 minutes is soo far from the truth. Like who would sit on the phone for 30 minutes while someone is cursing you out?? Like I cant believe what she is saying. We take pride and honor being the Best moving company here in the valley and we treat all of our customers with the utmost respect and dignity. My guys worked hard to try to finish the job for her and were unable to. And yes, my employee did offer to come back, but on his own time to fix the situation at a lot cheaper cost the customer failed to reach out to the management to fix the situation and instead try to backdoor it and Unfortunately, it didnt work out for her so now she is trying to get compensation From management. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22624674
  
  I am rejecting this response because:
  What the owner says is inaccurate. The owner was not present at the time of the move and hence cannot confirm that his employees only spent 20 minutes on the move. I have texts to prove the employee said he would return to move the machine and did not follow through. The owner did in fact state they would refund the hour over and has not sent a check. To say we tried to backdoor it is absurd. The owners EMPLOYEE represents the company and said he would resolve the issue and did not. This is not resolved and I will continue to seek the 1 hour refund until the check is received as promised by the owner. 
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 12/13/2024

  If there was an issue you should have called one of us owners. You didnt book the job with an employee you booked it with the owners. You did try to back door for the employee to come out. No matter what you would still have to be charged for moving the item. And we tried to come out the next day to disassemble the piece and you refused and wanted money instead. No matter how long it took my employees to figure out how to move the piece, you hired us to move your stuff. My employees work extremely hard and fast. The fact youre suggesting they purposely took longer to charge you more is ridiculous. They had other jobs to get to so no way did they try to take a long time to do it.