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:07/11/2023

  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.

  This company came to my home to pack on July 10. They came a little after 10 and took a good while to get started. They took a break, and by 7pm did not finish. They were talking a lot and listening to music and working very slowly. They said they would come back the next day at 9. They came back closer to 10, and said they were planning what to do next. I had told them weeks ago about my road being steep and gravelly and they had said they could manage it. They had a truck at the top of the road: they drove it down a bit and then tried to get back up- the had the gas pedal all the way down and spun the tires and made smoke. They said they weren’t sure what they could do. I said I was concerned because they didn’t seem to know how to negotiate my driveway, and the work wasn’t done from the night before and it was already after 11. One of the gentlemen, Jason, called his boss, I think his name is Ron. Ron really hollered at me that I was being racial, and what did I think ? Did I think they were just a bunch of black guys ? And “how about if we just leave now and leave you with this mess? No one else will take this job. You should be happy with what you got!”, and “at least none of my guys are smacking you on the butt and saying ‘hey lady!’” I tried so hard to be nice - I felt so desperate! I kept apologizing and Ron said “alright. There you go. You be nice to me and my men. That’s how you need to be.” I started to cry and he said “well, I had to break you so you would behave.” The. The office manager called me and scolded me and said that now they were going to charge me once they got the furniture in the truck, and again when they took it off, and they had no idea how much it would cost. I asked them to leave. Now my house is a mess. They charged me over 2,000 and now the boxes are so heavy I have to repack everything. I am alone and 60 year old woman. I feel afraid of their anger and so sad they took advantage of me.

  

  Business Response

  Date: 08/16/2023

  Regarding Pack Job: ******** had an arrival window of 9-10am.  She knew there was a one hour arrival window, and the men arrived within that window.  The men worked hard.  She had ALOT of stuff.  The men were still prepared to work on packing day, ******** SENT THEM AWAY.   She tipped them and did not call to complain regarding the service she received.  Mind you, I have multiple emails and text messages that show the rapport I had with ********.  At no time was she misinformed regarding hourly rate and it is clearly spelled out in our Client Portal, in the 40 initial and signature contract, and in the multiple phone conversations I had with her.  At no time was she unaware.  

  Regarding the Moving Job: ******** had an arrival window of 9-11am.  She knew there was a 2 hour arrival window, and the men arrived smack dab in the middle at around 10am.  We attempted drive the truck down her driveway because the men wanted to save her time and money.  She became angry when the truck was getting stuck in the muddy surface.  Accused the men of tearing up her driveway, which is literally solid ground with grass.  

  She kept leaving the site and verbally abusing the men.  All of this within the 1.5 hours they were there.  I advised her that because of her behaviors, I don't trust that she could afford the job.  I advised I would have to take a payment of whatever hours were used upon load up.  And that the remainder of the payment would be due at the end of the unload to ensure we get paid.  Until this point, she was on board.  As soon as she was told she would have to pay as time was used, she kicked us off her property and said take me to court if you want to get paid for the time you wasted today.  

  There is so much paperwork and correspondence to support my stance.  I find it extremely sad that she was attempting to get a free move because she couldn't afford to pay and as soon as she realized I was on to her, she made us leave.  I am happy that I was rough with her because her intentions were not good.  I have been in business long enough to know when a client is trying to pull a fast one.  This is definitely the case here.  

  Worst part is she is trying to destroy our reputation because we wouldn't let her take advantage of us.