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:04/16/2025

  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.

  The business is harassing me by posting my private information online on ****** Map after offering me money to remove my 1-star review.

  I hired Packhorse Moving to move my house in November. They provided a horrible job, breaking multiple things and leaving behind a clogged toilet. When I shared this with the company, no one responded. Weeks later, when I shared this on ****** Map review, they called me and left me a voicemail on December 3 asking for a call back. I spoke with a a manager over the phone and they offered "a little refund" in exchange for me removing my review. I told them that the $100 they're offering does not compensate the poor experience, and the manager said he will speak to the owner and give me a call back. One week later, I still did not hear back and therefore amended my review to reflect that--But now they have resorted to intimidation and harassment by posting my personal details on the internet so that I would remove my honest review. 

  Customer Answer

  Date: 04/16/2025

  Hi *******,

  My last name is ******.

  The specific details regarding my complaint:

  I hired Packhorse Moving to move my house in November. They provided a horrible job, breaking multiple things and leaving behind a clogged toilet. When I shared this with the company, no one responded. Weeks later, when I shared this on ****** Map review, they called me and left me a voicemail on December 3 asking for a call back. I spoke with a a manager over the phone and they offered "a little refund" in exchange for me removing my review. I told them that the $100 they're offering does not compensate the poor experience, and the manager said he will speak to the owner and give me a call back. One week later, I still did not hear back and therefore amended my review to reflect that--But now they have resorted to intimidation and harassment by posting my personal details on the internet so that I would remove my honest review. 

  Business Response

  Date: 04/28/2025

  Hello,
  
  We can confirm receipt of this request. We have reached out directly to ******* ****** in an effort to resolve the dispute. Additionally, the ************************ has contacted us to help facilitate a resolution. We are currently awaiting a response from our client, ******* ******, as well as the submission of her claim form. Once received, we are fully committed to making things right and providing the appropriate compensation, if not more.
  
  Thank you, and please don't hesitate to reach out if you need any further information.

  Customer Answer

  Date: 05/04/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23212016
  
  I am rejecting this response because: The business claimed to be open and willing to resolve this matter directly, however they continuously asked me to submit an insurance claim for the moving damages and refused to recognize that my complaint is about their deliberate violation of my consumer data and privacy. I want to resolve this issue timely and justly but that would require us to be on the same page about what the issue even is. 

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

  
  

  Business Response

  Date: 05/05/2025

  Hello,

  I am writing in response to the most recent consumer complaint submitted by Ms. ******* ******. It appears from her recent correspondence that Ms. ****** is not willing to work directly with me. However, I remain open and willing to resolve this matter directly, as we have not yet had the opportunity to discuss the damages in detail. To move forward, our preferred option would be for Ms. ****** to complete our claims form, which is required for us to process compensation in accordance with ************************************** (*****) regulations. The form is provided below.

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

  If Ms. ****** prefers not to work with us directly, Pennsylvania law requires that licensed moving companies offer access to a third-party arbitration process. This neutral third party serves to resolve disputes fairly for both the consumer and the moving company. I have included our arbitrators contact information below should she wish to pursue this route. 

  ****** *.
  Moving Authority
  **************
  ******************************************************************************
  ***************************************

  We are committed to resolving this matter in a fair and timely manner, and we take our work and responsibilities very seriously. If any further information or clarification is needed regarding either of the options mentioned, please do not hesitate to reach out.

  **** *******
  Owner - Packhorse Moving

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On March 12th we hired pack horse movers to move our property from one apartment in ************ to another approximately a mile away. We used the movers to make the same move before with no problems. This time there was one guy on the job that I think was causing all the problems they were getting high on their lunch break and disappeared for an hour and a half. We witnessed them getting high and the one guy even told us what he was doing. They were asking us for our property then a tenant told us they saw them kicking our property down the hall I witnessed then drop my $500 sound bar right over on the elevator ground then at the very end of the day they brought up or 75-in ******* QLED 60 series TV that was basically brand new and he had it in a dolly when we were charged for it to be packed in a box and he had just the top of it wrapped with a mat and was pushing it by himself banging it into stuff then he picked it up by himself up over the couch and sat it down then tried to leave when it was still wrapped in his mat. Then I told them if they want the tip help me hang it and they unwrapped it and right away we saw the top corner was cracked and damaged looked like a handprint and we've hooked it up and hung it and The picture was totally ruined and the screen was damaged severely. I told them they weren't getting a tip The guy tried to say you didn't do it then he said he was sorry. Then the one mover that was very good so we would be reimbursed fully after the other one that damage the TV said that we have to call the company to file clean and we be paid for the TV in full. He continued to tell me any other thing was damaged it would be totally covered and had me sign the receipt. And nowhere in their website did they say they would pay a $0.60 per pound if anything was damaged.I didn't see it until after I signed for it and it was already paid. Management then avoided my phone calls. Then answered once and offered $120 for the TV.

  Business Response

  Date: 04/28/2025

  Hello, we have made contact with our client, ********* ******, and we're able to come to a resolution. Our client ********* ****** had mentioned and agreed that the complaint would be removed from BBB. We do appreciate the alert here as we always strive to ensure our clients have the best move possible.

  Customer Answer

  Date: 04/29/2025

  this is ** and ********* reaching out to you to let you know that pack horse moving resolved the issue and you can get rid of the claim I tried calling but it doesn't let me get through after 3.
  This is probably better for you anyway. The claim number should be in the link. Thank you

  Thank you and again everything is good on our end The claim has been resolved and taken care of have a great day.