Complaints

This profile includes complaints for Movers & Co, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Movers & Co, LLC

  1112 Sylvan Road Lancaster, PA 17601

  
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  Movers & Co, LLC

  1698 Temple Ave Ste 1 Lancaster, PA 17603-4578

  
• 

  Movers & Co, LLC

  1112 Sylvan Road Lancaster, PA 17601

  

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:03/25/2025

  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.

  Reporting unethical practices. Move took place 3/23/2025. This company gets great reviews, now I know why.I reviewed Movers & Co on **** and gave them a one-star review. Within 10 minutes they called me and offered me a $100 refund if I took the review down. Here is my review which explains what happened with this business:I'm reviewing Movers & Company in *********, **. I will say, they arrived on time, but that's where the positive comments end.The final charge was wildly higher than the quote I was given. I had to request the invoice after the move (it wasn't automatically sent), and it was sent to me by text. While the company was very responsive before the move, now no one will get back to me. I've requested that the invoice be sent to me as a PDF via email, but I can't get a response. Every email I send to "my personal moving consultant" bounces back. I cannot get a response!The move should have taken 2 hours at the most, which is approximately what I was quoted. It took 4 hours. Why? Because the three men doing the move worked at a glacial pace. What did they move? The belongings of one person living in a one-bedroom, first-floor, 711-square-foot apartment, with no appliances. And they only had to drive 6 miles to my new residence.They dropped a box and the contents spilled all over the floor. I found some of my jewelry outside the apartment and the new house. Maybe this is just a pet peeve of mine, but two of the movers had to use my bathroom. I've been married to and know construction workers, house painters, etc. all my adult life. They would never ask to use a client's bathroom.Finally, they asked my husband if he wanted some beer they had on the truck! They tried to give him a large rug that was on the truck. Who knows where that was supposed to go? They left a box of belongings that aren't mine. I've contacted the company to tell them about the box, but again, no one has responded.

  Business Response

  Date: 04/14/2025

  Dear *****,

  We appreciate your feedback and are truly sorry to hear that your experience did not meet your expectations. We take all customer concerns seriously and would like to clarify several points from your review in a transparent and respectful manner.
  First and foremost, we want to firmly state that Movers & Co. does not offer refunds in exchange for removing negative reviews. The $100 offered was not an incentive to alter your review, but rather a goodwill adjustment to reflect the difference between your original estimate and the actual time worked, which we believed would address your concerns regarding cost.

  Regarding your invoice: it was provided more than once, using the same method we used to send your deposit invoicevia textwhich you previously acknowledged receiving without issue. If a PDF format was preferred, we would have been happy to accommodate had we received a confirmation of receipt or response.
  Your estimate clearly stated 3 hours and 15 minutes as the expected duration. The job took just over 4 hours, which we do not believe qualifies as "wildly higher" than quotedespecially considering the nature of the service. As explained by our sales representative during the quoting process, we charge based on time accrued, similar to any other hourly-based service provider. Our system records all of our phone calls, text and e-mails messages, we can provide all of this information if you'd like to review it. We have processes in place to protect us as well as our customers from things like this.

  Our moving process is carefully structured to ensure quality and care:
  - We wrap and protect all furniture
  - Strategically load and unload the truck
  - Safely transport your belongings

  Each of these steps adds time, and we believe expecting a one-bedroom apartment move to be completed in 2 hours is not a reasonable assumption, particularly when transportation and protection of goods are involved. Had this expectation been communicated to our sales team, we would have respectfully declined to take on the job, as we cannot compromise on quality to rush a move.
  There were no issues reported to our crew upon completion of the move on 03/23 to your current location at *********************************, and our records, including Samsara GPS tracking and vehicle footage, confirm that the crew operated professionally and within expected timeframes.
  As for the box you mentioned that does not belong to you, we would be happy to address this if we are provided with photos or a description. However, all trucks undergo a mandatory post-move cleanout process, and no missing items have been reported by other customers.
  Lastly, we apologize if our team asking to use your restroom caused discomfort. We understand this may be a personal preference, and we will be sure to reiterate our policy to the crew to prevent future misunderstandings.
  Over the past two weeks, we have made several attempts to contact you, including voicemails, in the hope of resolving your concerns. While this is not the first time we've received critical feedback and it likely won't be the last, we understand that no company can satisfy every customer. That said, we remain committed to doing our best to provide a positive experience for each and every client. We remain open to speaking with you directly, and we encourage you to return our call so we can reach a fair and respectful resolution.

  Sincerely,

  - *****
  Movers & Co.
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