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:10/24/2023

  Type:Billing 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.

  I'm writing to complain that this business took advantage of my father, a senior citizen. We scheduled College Hunks to remove donation items & junk from his house. They showed up 4 hours late. Their truck was almost full when they arrived, so they could not take everything we asked them to, but they charged my father over $900 for a "full truck," even though most of that stuff wan't his! He signed off on this because he felt he had no choice. They came back the next day to take the rest of the stuff, then sent a cancellation notice. All of the items he had wouldn't have even half-filled a big panel truck like the one their crew drove. I recommended their service based on my positive past experience, but I will never do that again. A copy of the invoice is available upon request.

  Business Response

  Date: 11/07/2023

  We attempted to reach out but haven't heard back.  Please contact us at your earliest convenience so we can discuss your feedback and go over the estimate that was provided for this job.  Thanks

  Customer Answer

  Date: 11/10/2023

  [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: ********
  
  I am rejecting this response because:

  I received an email from the business saying they had opened claim # ******* in response to my complaint, but never heard anything after that. They need to provide my father with at least a partial refund, as the truck was not full of his things.
  
  Regards,
  
  *****************************

  Business Response

  Date: 11/24/2023

  We were able to speak with client to explain how that particular job was priced.  We agreed to provide them with a partial refund due to the confusion.

  Customer Answer

  Date: 11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/18/2023

  Type:Delivery 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.

  It was a nightmare of a move - details below. - Multiple furniture items were dropped by the crew while moving (at origin) - Floor is damaged at origin - did not have the right tools to move the treadmill, used crude tools (monkey wrench) and damaged the head of the bolts - One of the crew members looked very new and he did not seem to have the training. He was the one dropping the furniture - One crew member was seen smoking near the truck during the move - Wall damage (destination) - brand new home - I was told on the phone the previous day that the crew will use blankets to cover the floors at the new home. However, very few carpets were used and the carpets were very old, torn and dirty - Dirt on the walls at origin and destination - when I pointed it out, crew leader told me that it is just sweat and dirt, and it does happen during the move. There was very little care taken by the crew to avoid dirt on the walls. very unprofessional - One of the crew members almost ripped the carpet when he carelessly pulled the bed frame which had sharp edges. I had to ask him to stop it. Had I not watched, it would have ripped the carpet. - Treadmill was not fully put together at the destination (probably because he did not have the right tools). They were finishing up the move and when I inspected, the treadmill had loose bolts, posing a safety risk. I gave him the right wrenches from my toolbox to tighten the bolts - One of the crew members was seen showing the house around inside the home on a video call! When I asked him who is he calling, he showed me the phone and said that it was his wife.

  Business Response

  Date: 10/05/2023

  We apologize for any issues that occurred on your move.  We take those very seriously and the employee on this job was addressed and coached on taking alls on the job site.  For the treadmill, we can have someone come out to tighten up the bolts. The remaining items are being handled as part of our claim process.  If you need anything else please let me know.  We apologize again for the inconvenience. 

  Customer Answer

  Date: 10/06/2023

  [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: ********
  
  I am rejecting this response because:

  The services provided were far below reasonable standards expected of a national company. I would like to have at least part of the amount refunded in addition to fixing the damages. It's been more than a month now, still the damages have not been fixed, neither scheduled.  
  

  For this reason, my security deposit (two month's rent) with my landlord is still withheld/delayed.

  I request speedy closure of this complaint with a partial refund of the money paid to CHHJ.

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

  Business Response

  Date: 10/20/2023

  The client has been issued a refund for the damage claim that they filed.  In addition we have been in touch with the landlord and he is getting quotes for the repair.  

  Customer Answer

  Date: 10/23/2023

  [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: ********
  
  I am rejecting this response because:

  For the stress I have gone through during and after the move, and for the untrained staff they sent on the job, I still request a full or partial refund of the charges.

  Even though they sent me a small amount check ($180 - apparently to fix my treadmill) - I have not cashed it.

  For the trouble I'm going through and the mental trauma, plus the deceptive marketing of a 'stress free move,' I still expect a refund.

  I reached out to CHHJ corporate and they responded saying, you have to deal with the local franchisee and corporate cannot help! I'm asking for a meeting with the owner - this request was earlier denied by the manager of CHHJ West Chester.

  Regards,

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

• Initial Complaint

  Date:06/26/2023

  Type:Delivery 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 the above company for a move. The move was completed on 4/27/2023. We we moving from one rental property to another. In that move, the movers moved 2 beds. One king size from the second floor which had am adjustable frame. One queen size from the basement to the first floor also with an adjustable frame. The movers did a walk through prior to the move. The movers made the decision to move the king size frame without dismantling it first and got it stuck in the stairwell. Movers call for a manager to come help remove it. They dismantled in the stairway but caused significant damage to the walls. We had to assist in removing the bed. **** (mover) call the company and advised us that the "damage guy" was coming out the following day but the company wasnt sure when they could come out and fix it. I called the company and they transferred me to a ******* at the local office who told me to "Calm the **** down" Then movers then moved the queen size bed up the stairs from the basement without dismantling the frame and damage the walls coming up from the basement. Advised that the "damage guy" will fix. This was Saturday. We had to be out of the house by midnight on Sunday. **** was aware of that. We began trying to reach anyone at College Hunks Sunday morning and no answer. Eventually, we reached **** who said no one was answering him either. **** came and attempted to fix the damage on the landing to the second floor but never addressed the damage on the walls to the basement. My wife and I began talking to this business to advise them that the Fairways charged us $150.00 to repair this damage. The business would only offer $60 towards that payment and only if we agree not to pursue the $90 or leave a bad review. We don't feel it should be our responsible to pay for damage these movers caused. We are only asking what the Fairways charged us for the damage. $150.00 . We cannot get the company to respond at all now.

  Customer Answer

  Date: 07/28/2023

  What other actions can I take? 

  Business Response

  Date: 08/04/2023

  We processed clients desired billing adjustment.  Thanks

• Initial Complaint

  Date:11/22/2022

  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 College Hunks Hauling Junk of West Chester, PA to remove a piano from our house. They put the piano on a homemade dolley and drug it through the entire house, scratching the newly finished hardwood floors the entire way out. This was brought to the worker’s attention immediately before leaving the premises. We were told that “someone would get back to us about it.” We have called multiple times since the incident on January 20, 2022. We have spoken to the general manager Sean H*****, who has since haunted all communication. Six months ago, mr. H***** stated in an email that he was at the “mercy of the 3rd party contractors and working around their schedule.” We are now coming up on a year and no one has been out to assess or evaluate the damage.

  Business Response

  Date: 12/20/2022

  We apologize for the delay in closing this claim out.  We have a floor specialist going out there this week to assess the damage and determine repair options.  Any other questions let us know.

  
  

• Initial Complaint

  Date:10/06/2022

  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.

  I had College Hunks Hauling Junk perform a move on July 8th, 2022, and I purchased the premium insurance option through them to cover any potential damages. During the move, one lamp was destroys, one lamp was bent crooked and no longer can stand up straight, the leather sofa was dragged across the sidewalk and suffered severe rips, the large boucle chair got a large stain across it from being laid in a dirty van, the tv stand and dining table experienced some chipping, a large chunk was taken out of the wall of the apartment while moving the furniture, and to cooktop surface suffered a major crack and was broken. The movers apologized for the damages and directed me to call College Hunks the next morning to put in the insurance claim, which I did. I submitted the College Hunks Hauling insurance claim form with accompanying pictures and documentation of all of the damages, which based on the premium insurance valuation I purchased should exceed $1,000. I continually provided all of the documentation College Hunks requested while they dragged this process out and became unresponsive. Then I submitted a credit card dispute, and after that College Hunks offered me a $481 refund if I withdrew the dispute, which I did. However, after withdrawing the dispute, College Hunks refused to give me my refund and went unresponsive again, knowing that after withdrawing a dispute from the credit card company, I cannot resubmit it.

  Business Response

  Date: 10/21/2022

  *******,

   

  Here is our response.

   

  A check for the claim amount was mailed out to ****** on 9/13 to the address that was provided.  We will put a stop payment on the original check and deliver a new check to *************  If you need anything else please let me know.

  Customer Answer

  Date: 10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/14/2022

  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.

  .  Movers did not secure and assemble the bed frame. A mover spent over 1 hour in the bedroom with the bed frame, while billing us $130/hour, saying he was assembling it. Due to the lengthy amount of time taken we assumed the bed frame was safely secured and assembled. The mover solely balanced the bed frame components leaning into each other and placed the mattress on top. The mover did not screw anything together, he did not attach and tighten the washers holding the frame headboard or footboard to the side boards, and did not screw in the screws that hold the metal support frame of the bed frame together. My wife noticed this after the movers left because the footboard was at an angle and falling. We took the mattress off and discovered nothing was secured. My wife spent an hour securing the bed frame and assembling the metal undercarriage. The mover had placed the metal support frame backwards and the screws on top of the metal bars. We are extremely lucky we noticed this or the bed frame would have collapsed under us when we went to bed and we could have been very hurt. 2. Movers did not screw the TV legs back on the TVs. After the movers left we noticed both TVs were leaning at a severe angle. My wife had to screw the TV legs onto the TV's. The movers had placed the legs back and it looked like by hand stuck the screws in and barely tightened so the screw wouldn't fall out right away and TVs looked assembled while movers were here. 3. Movers broke my wifes desk and lost screws to it. To move my wifes desk the movers only had to carry it across the hall from unit 3315 to unit 3320 on the same floor in the same building. My wife asked them to not disassemble it and just carry it together. The movers insisted on disassembling the desk. While re-assembling my wifes desk they did not put all the screws back in and used an incorrect sized screw (likely from a different furniture unit) that broke the desktop. 

  Business Response

  Date: 08/05/2022

  Thanks for the feedback.  The items in question were made of particle board and needed to be disassembled to move.  Per the signed paperwork we advise that any items made of particle board be disassembled prior to the job.  Apologies that the items were not reassembled to your satisfaction.

   

  Judah submitted a credit card dispute that is pending.  So as of today the amount has been refunded to the client pending the resolution of the credit card claim.

  Customer Answer

  Date: 08/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:06/03/2022

  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.

  Hired & contracted w/ company for apt move. Added on mattress removal w/ Brady when he confirmed appt day prior. Was advised the movers would advise us of additional cost upon arrival. This was not communicated w/ moving team. The refused to take mattress due to having another move following, they called head office & arranged for another truck to come, they quoted us $140 plus mattress removal fee of $20. Arranged for truck. Spoke w/ Brady who didn’t understand issue and acknowledged that we discussed & they agreed upon mattress removal. He didn’t realize this was not communicated to moving team & that they refused to take mattress. Even though it was their mistake we rec’d another varying price quote $255, $195, manager would not honor price, multiple phone calls, & finally agreed upon $140 +$20 mattress removal fee. Didn’t realize until after completed & after payment that the $140 was only for them to come out again & had they taken it originally we would of only been charged around $35 per their employee. Called manager twice to further inquire & discuss left two messages, hadn’t returned call. Date of service was 5/26/22. Why did we have to pay $140 for their truck to return when it was their error! Why different price quotes? Their manager stated $140 doesn’t exist, however, it’s their hourly fee for a truck written in my price quote. They should refund money for their error & our difficulty.

  Business Response

  Date: 06/29/2022

  ****** sorry for the confusion in the pricing models.  We offer two services, moving and junk removal.  The moving service that you had done with us is charged based on the hourly rate and a truck fee.  Our junk removal service is based on an all-inclusive price model.  This pricing includes the labor, disposal, fuel, etc.  The price that you were given would have been the rate to have the items removed.  Ultimately it sounds like a compromise was reached to charge you $140 based on the confusion.  Typically our removal pricing starts at $155 plus and mattress recycling fees.  Sorry again for any confusion.

• Initial Complaint

  Date:05/14/2022

  Type:Order 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.

  Date of transaction 4/23/22. Service was listed under the name of person I was sharing code of services with: ***** *******. We hired the company to move furniture locally. Several items were broke in the process. A claims report was written and a supervisor was suppose to follow up and there has been no communication at all. After they left we noticed more items that were damaged and reached out via email. We were told to send additional pictures and still no response. One left side of the longer couch is completely loose. The other couch has a rip on the back. The fire place is cracked at the bottom. The movers stated that they filled out an incident form and the GM would be in contact.

  Business Response

  Date: 05/27/2022

  Thanks for reaching out.  We are in the process of evaluating your claim based on the coverage level that was selected.  An email was sent over on 5/23 requesting some additional information.  If you could please get back to us, so we can get this resolved for you.  We apologize for any delay and inconvenience in getting this addressed for you.