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:02/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 01/27/2024 College Hunks moved our furniture. They broke a Samsung TV, legs on a kitchen table, numerous deep scratches on coffee table and numerous wall and baseboards destroyed.
  They did not use any wrapping to move the furniture. They arrived after dark and confirmed there was no damage. I have tried at least 30 times to contact them and they never return my calls.

  Business Response

  Date: 02/12/2024

  We have spoken to this client and her signed receipt and bill of lading state mandated stated no damage was occurred. 
  We also already gave this client around $300 of the time of her job because we showed up late so we were giving that for the inconvenience.

  last we heard from the client was she gave the 3 guys on the job each $100 in cash and she wanted the cash back and would call it even on the damages. We are just in the process of the claim and haven’t finished yet. This was last week or the week prior the last we heard from the client when she was asking for her tips back. We are just going through our process, because all paperwork stated no damages. So we are just going through the process which should be done by the end of this week. And we will have an answer for the client regarding giving her the $300 back she asked for

  Customer Answer

  Date: 02/14/2024

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

  The only signature from me was a credit card authorization. they destroyed walls, baseboards, a television, an almost new coffee table, and a dining table. Estimated value $1000.  They certainly have insurance to cover my damages. I am disputing the credit card. I was never offered any type of resolution. I attempted to contact someone on Mgmt no less than 20-25 times in a two week span to resolve this with no return phone call. Only after two weeks of calls and posting a derogatory review on facebolok I received a not so nice text claiming my review would not speed up their process. 
  
  
  
  Sincerely,
  
  
  
  Jan C****

  Customer Answer

  Date: 02/15/2024

  2/15/24. Discovered yesterday the roller under coffee table was broken and sitting in a drawer. I have a coffee table, a kitchen table and a broken tv that needs to be replaced plus $300.00 cash tip. When will insurance adjuster contact me on this claim. Do they even have insurance?

  Customer Answer

  Date: 02/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 2/15/24. Discovered yesterday the roller under coffee table was broken and sitting in a drawer. I have a coffee table, a kitchen table and a broken tv that needs to be replaced plus $300.00 cash tip. When will insurance adjuster contact me on this claim. Do they even have insurance?
  
  
  
  Sincerely,
  
  
  
  Jan C****

• Initial Complaint

  Date:01/02/2024

  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.

  TERRIBLE service/customer service. After multiple items broken or damaged. A manager came out mid move after we sent the three workers home and did not allow them to take a second load/damage further. We were lied to more times than I can count. Filed claim that we later found out the “manager” closed or canceled out the same day we filed. We called the service line at least 7 times to try and settle the claim. Have had all reviews and Facebook blocked and ignored or blocked our numbers and only got an answer when we called from a different number. We were told day one we would get a refund for the hours we sent them home. Never got that. But also they never had anyone come back for the couch to take to Charleston restoration like we were told. We have had no living room for almost six weeks and two major holidays. Such a scam when the only number to call is the service center and the service center just leaves a message “with the local branch who will get back to us within two days”

  Business Response

  Date: 01/02/2024

  They have spoken to our local managers William and Jeffery. William has been out to the house when shown the damage to the couch. It was his understanding that they didnt want us to take the couch out and to let us have it fixed. They called us back on the 21st and since then they have disputed and taken back there charge with the credit card company in which the disputed amount was for the entire move. Which means they have gotten there just over $700 back from the job. The original claimed they filed on on the 22nd was closed out in our system because the client has 3 days to file a claim from the day of the job and this job was done on the 16th and they filed the claim 6 days after the day so they were 3 days past the claim period this is why the system closed it out as it states in our emails and paperwork 

  Customer Answer

  Date: 01/02/2024

  Some of their statements are true. William did come MID MOVE when we sent his workers home. William said he would call the couch restoration company and get back with us that following Friday or Monday.  That was the last communication he had with us after texted and calling him multiple times the day of the move. We were told we couldn’t file the claim until our job was closed out. My husband called to file as soon as the couch was broken mid move. The couch was only left because he said he needed to check with management about having Charleston restoration come back to get the couch. From that point we thought as he said he would get back to us and that we should wait on his call. He said he would start the claim for us or we 100% would have called back to file claim that same day. Either way we called their service center and their phone numbers so many times to get answers and resolve this. I had already filed this complaint with BBB when we that night took the route of getting the bank involved. I do feel they were one of the worst companies I have worked with lately and after reading other reviews I see I’m not the first to be cut off from communication when they chose to not call back/answer. I stand by my reviews and do feel their ratings should reflect. We have our money back for our move now no thanks to them but also multiple items that have to be repurchased and a couch we are paying to have fixed. 

• Initial Complaint

  Date:11/21/2023

  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.

  On Thursday July 13, 2023, I paid a refundable deposit to have a service completed on 7/28/2023. I cancelled the service on 7/14/2023 and received a confirmation of the cancellation email. The below is an excerpt from the agreement that was sent to me on 7/13/2023. Since I cancelled prior to the dat in the agreement, I was entitled to a refund. The company never processed my refund and I disputed the charge with my credit card company. The company told my credit card company that they called and spoke to me on the date of the service and completed the service, which never occurred as I cancelled the service and have the cancellation email. I have tried to contact this company multiple times and no one answers the phone or returns calls to address this, other than a call center that says I have to speak to the local store. I am owed a refund for the refundable deposit that I paid. I have attached both the cancellation and the scheduling emails.
  
  Excerpt from Agreement:
  
  A pre-payment of $120.00 is required to reserve our truck for you on your move date. This pre-payment is fully refundable as long as your appointment is canceled at least 7 days (07/21/2023) before your scheduled move date. I accept the above estimate by College Hunks Moving. I understand that by accepting this estimate, I am entering into an agreement with College Hunks Moving to perform the work described in the estimate.

  Business Response

  Date: 11/21/2023

  We will be reviewing our scheduling system to go over details and have an answer soon. 

  Customer Answer

  Date: 11/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: There is no resolution other than them checking their system. I will be satisfied once the refund is issued. 
  
  
  
  Sincerely,
  
  Devin C***

  Business Response

  Date: 11/21/2023

  As we stated we will be checking our corporate scheduling system and if a refund is warranted we will refund it to clients card. 
  

• Initial Complaint

  Date:11/07/2023

  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.

  College Hunks destroyed a dresser and damaged a bed frame during our move 2 weeks ago. They promise a stress free move but will not address our damage claim by returning my phone calls or emails.

  Business Response

  Date: 11/07/2023

  On the phone with client 

  Business Response

  Date: 11/07/2023

  customer was refunded there move

• Initial Complaint

  Date:09/18/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 secured an appointment and put a $123 security deposit down to have movers from College Hunks help me move into my new place. They were scheduled to show up between the hours of 9am-11am and never showed up. I called the local business number numerous times and no one answered. I also drove to their office location and there was no one there. I spoke with a customer service call center for college hunks but they were unable to do anything for me and constantly told me they would contact the local office, which never even responded to them. I need my $123 deposit back for the work that was never done for us. I am extremely appalled by the way they had absolutely no contact with me at all the day of my move and the day they were supposed to show up. Please help me regarding this issue seeing as I am unable to get ahold of anyone there.

• Initial Complaint

  Date:09/06/2023

  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 August 28th, 2023, this company was hired to move a bedroom suite from the 2nd floor master bedroom to the garage. In the process, the movers significantly damaged the furniture. They also damaged my walls and floor. The booking number for the move is 8036022. The claim number opened with their corporate offices is claim 6682294. The alternate phone number they have is 843-459-3005.
  
  At the time of incident, the corporate offices provided a claim number. The claim number opened with their corporate offices is claim 6682294. They told me the local office was responsible for the incident. The corporate office advised that the local franchisee is responsible for resolution. I have provided photos and documentation to them. They told me they would provide resolution within 3 days. After the 3rd day, I called and the person hung up on me after providing them the details of the problem. I called back yesterday and no one has answered. I called back in today on the 5th and no one has answered. I wrote their corporate offices again. No response. The corporate office continue to attempt to send me to the local branch ... who never answers the phone.

  Customer Answer

  Date: 09/11/2023

  Regina,
  
  Please mark the complaint as closed satisfactory. I have heard from the owner and we have negotiated a settlement.
  
  Thank you!
  Jonathan

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  7/31/2023, College Hunks was hired to move me from a 2 bedroom apartment to a 1 bedroom studio. They were 2 hours late, arriving @ 0925. "Captain", referred to as "Montez/Martez" from SIMMONS Moving was aggressive with my mother & I from start to finish. "M" said he did not work for COLLEGE HUNKS though the truck & shirts said they did. It was the most horrifying & scary experience of our lives. We were accused of being scammers, liars, & slave drivers. "M" yelled & screamed at us for 5 hours during the move & for 1 hour, he stayed on the phone trying to reach his Boss. The other gentleman with "M" named Tyquarius, was opposite of "M." He was nice, respectful but "M: yelled @ him the entire time telling him not to speak to us. Issues were/are:
  1. Late arrival
  2. Refused to move my stuff-my mother & I moved 5 car loads. The truck was not full.
  3. Refused to unload my belongings & threatened to drive off; the Manager @ the new location had to come out & intervene fearing for our safety.
  4. We were charged $1600 more than quoted, despite all we moved
  5. There was damage done to my sofa, my bed, antique end table, apartment door jam, & put a hole in the wall. Not to mention the damage done to paint on walls.
  We have contacted not only the local North Charleston location but also the Corporate office to resolve this ourselves over the past month on numerous occasions. The local Company in Charleston reported to Corporate the issue has been resolved, and they have been in contact with us----NOT! "M" gave us a fake Supervisor Name on the day of the move. Corporate Said a Man Named, Jeffery, told them he had been in contact with us-he has not.
  We went to the address location and found it to be in a bad neighborhood, and the business location is not legitimate, and the only sign of College Hunks is a run down looking truck with the name painted on the side blocking a double gate.
  My mother & I have been Traumatized by the experience & would like a full refund.

• Initial Complaint

  Date:08/16/2023

  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.

  I contacted college hunks hauling junk at their number listed on their website 843-872-0339 on June 14 to schedule a move around June 23. I scheduled with a college hunks representative at a call center and was assured that my $120 deposit was refundable up to June 22, 24 hours prior to the move. We needed to cancel and I cancelled online on June 21. After 2 weeks without a refund I called 843-872-0339 again and was told I was owed a refund so they would reach out to the local franchise and someone would contact me. It is now August 15. I have no refund. I called college hunks again. This time their call center representative apologized and stated their policy is that I needed to cancel 7 days prior to the move for a refund. And that all she could do was reach out to the local franchise again to explain the situation. My card was charged on June 15 by a Simmons Moving LLC. I asked if this was the local franchise and if there was a number or address I could have to contact them. She refused to provide that information. I asked for a supervisor and was put on hold several times. Never spoke with a supervisor and was not given any other options to resolve the issue.

  Business Response

  Date: 08/16/2023

  In our disclaimer email sent when booking, our refund policy is 7 days. You have to cancel your job at least 7 days or more in advance before your job, you can not do it the night before your job. Our call center is not with us they are through corporate. 

  Customer Answer

  Date: 08/16/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  In the email I received directly following scheduling the appointment I was sent this email confirming that I only needed 24 hours to cancel. I never received contact from any franchise directly stating otherwise. 

  
  
  Sincerely,
  
  
  
  Catherine B*****

  Business Response

  Date: 08/28/2023

  We have refunded the money, but our policy is a 7 day cancelation not 1!!! I am sorry our call center told you this but they have no reflection on us and neither do any of the representatives. We are our own franchise and our policy is 7 days and always has been. If there is an issue it is with the call center that has nothing to do with us. 

• Initial Complaint

  Date:06/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 am consulting the the BBB because college hunks moving company has refused to communicate with me on this matter at all (after assuring I would be contacted promptly after the matter was brought to a managers attention). We contracted college hunks for a move to take place on 6/15/23. The move was a 3 bedroom apartment into a home 20 or so minutes away. In the initial walkthrough my roommate received a quote of $985.00. This price reflected the help of 3 hunks, and according to Ryan we had to a pay a minimum of 2 hours, which he assured our move would require at the most that time frame and if anything less. He also was very adamant that the price reflected in the walk through was accurate and although small aspects could be subject to change, we may even be facing a LOWER bill upon the actual move. On the morning of 6/15/23, the 3 hunks arrived and we were rushed through paperwork which we were required to sign to start the moving process. This document noted the total for the move to be $1,061.00. This was more than we were initially quoted, to which I gave the benefit of the doubt and went through with signing the document. The move was quick, around 1 hour to pack everything up and the movers took their time to get to the new location (about 50 minutes for what was a 20 minutes drive). Upon arrival I was presented a bill totaling over $1700. I refused to pay such bill until I consulted with a manager of the company via the phone, to which I was received with laughs and giggle a at my frustration with the situation. I begrudgingly paid the amazing as my personal items were being held hostage until payment was made. After this situation I spoke with a business manager named William and he assured me he would be in contact with information regarding a refund as I was charged an absurd amount compared to the initial quote. He has since dodged every call since and I haven’t been able to contact anyone other than the outsourced call center that offers limited help.

• Initial Complaint

  Date:05/19/2023

  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.

  5/19/23 I had scheduled and hired CHHJ to complete my move from a storage unit to my 1 story home. I shared when I booked it on 5/9/23 that it was a 10x20 storage unit about 2/3 full with a bedroom set and about 50 boxes. The movers were supposed to arrive at 815am and I did not get a call unti 1115 am stating they were 3 minutes away. This was after I tried to call them all morning. The team was immediately disrespectful and rude to me. When I opened the unit, one of the guys walked out because he was mad about how much stuff was in the unit (it was exactly the same as I described on the phone). The captain (Montez) said they didn't want to do it because it was more than what I described at booking (again, not true). They spent 45 minutes dragging all of my items out of the unit but did not put anything on the truck. Finally, they put my washer and a few boxes on the truck. My mom asked for a number to call to make sure all of my items were moved and Montez became immediately aggressive with her and refused to give her a working number. He continued to tell us that he did not want to complete our move. I told him that if they were not going to complete it, to please take our stuff off of the stuff (about 3 boxes and the washer). They brought those items in and left. They left all of our belongings in the aisle of the storage unit after they abandoned our delivery. We also had to pay another mover over $1000 for same day service. I have included bank statements showing where Simmons moving charged me $416 yesterday as well as the charge from holy city moving for booking a last minute move. I also attached an email showing the $123 deposit. I need all of my money back plus the fees for using another company. Lastly, there are pictures of the condition they left my stuff in. I would also like to add that he was so aggressive the storage unit supervisor was monitoring because she thought she would need to call the cops on him and that I have videos and audio recordings

  Business Response

  Date: 05/19/2023

  Refund was already given.