Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:05/15/2024
Type: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.
More than one month prior to the requested date of service, I paid a $3900 deposit for Smooth Move to deliver the two storage pods of my furniture and household goods they were safekeeping for me in North Charleston, SC since I moved up to northern Virginia eight months before. The two rental fees were paid monthly by automated withdrawals (by Smooth Move) on my credit card, so my account was never overdue. A week after I booked the delivery date, I decided to cancel and requested a refund of the $3900 deposit money. When I signed the contract for the delivery services, it stated in writing that cancellation and refunds were acceptable. Alex, the owner, verbally agreed to refund my deposit when we spoke on the telephone, but the company never refunded the money. Then I asked my bank to get involved. Now 45 days later, I still have not received my refund of the deposit money. The bank said Smooth Move has not responded to their inquiry at al. Such a poor way to conduct business, Smooth Move. Shame on you.
Business Response
Date: 05/20/2024
Hi!
We did not have a chance to issue the refund as the customer disputed the transaction with her Credit Card company and the full amount was debited from our account. The customer should see that credit on her Credit Card statement.
Thanks!
Customer Answer
Date: 05/20/2024
My Bank, Wells Fargo, was able to get the money back for me after 45 days because Smooth Move did not respond and the bank must legally wait 45 days before they can reverse the credit card charge. I would like to place a review on your site, which is where I found Smooth Move in the first place. How do I do that?
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