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:01/14/2025

  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.

  During the first week of December 2024 we hired BacktoBack Movers to move my items from a storage unit to my home. The two men arrived as scheduled. One was not looking well and spent at least 1/4 of the work time squatting on the ground with his eyes closed or covered instead of working. When I brought this up to his partner, I was informed he was "my legs," as though the second ******** was not needed to be staging or participating. I was too tired at the end of the day to think through a complaint to the supervisor before paying. When I called to complain later the same week, I was informed this would be referred up the ladder. I have since called at least 3 additional times, including this month without response. I would like to add that my furniture had moving blankets shrink wrapped on each item, that were removed during this move without using or replacing them, despite having additional shrink wrap present. One mover was heard using a drill to reassemble a broken table, without asking permission or even notification. My furniture was also dragged across the floor of the truck without padding or coverings - despite having found them in coverings. I want a reduction in my bill and an agreement to discuss these furniture safety concerns with the movers involved. Thank you

  Business Response

  Date: 01/14/2025

  To whom it may concern, Apon looking further into this matter our movers showed up to complete a job in which they did efficiently and in a timely manner. One of our movers had a troubling time and ended up sick at the job site and proceeded to finish the job in a professional manner. Our mover whom needed to take a short break felt he was able to complete the job in a safely and efficient manner. If the customer would have called to express concern, we would have sent out another mover with no questions asked. However, customer never contacted customer service with any complaints. **** looking at customers job details and photos prior to her move zero blankets and shrink wrap was on customers items in the storage unit. Our movers provided moving blankets at no cost to the customer to satisfy zero damage during transport. Customer was aware that the damaged table was PRE-DAMAGED in her storage unit and was put back together for the customer per her discretion and was advised of previous damage before the movers put it back together for her as a courtesy. No items were dragged in the moving truck as per video evidence and were transported safely and efficiently for the customer. Customer was supposed to show up with keys to her storage unit and could not provide keys in which our movers never should have moved the unit in the first place without proper access to the storage unit in which in future we have made proper changes to our protocols regarding storage unit access. 

  Customer called well over a week after her job was completed to make complaints regarding one of her movers not working as satisfied as she liked, at this time of speaking with customer no damage was also never reported along with any other complaints in this forum. Apon speaking with crew and higher up, our team determined customer was just looking for a refund in which our company will deny any refund to this customer as a job was performed and completed without any damage. 

  Being a small business, we take pride in our work. Only complaint received was one employee getting sick during these customers that was brought to our attention during the several times this customer has called. Apon looking at photos and video evidence from truck #*** and job #****-1023 these customers complaints are completely false.

  We will be denying any reimbursement for this customer as this job was efficiently completed and this complaint is not accurate and is false. 

   

  Customer Answer

  Date: 01/27/2025

  The company has never replied to me about my complaint, apparently only to you, and I would like my statements posted to your reviews section. I didn't want a full refund, just partial because it took longer than it should have.