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:03/14/2023

  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.

  My girlfriend and I hired College Hunks to unpack our 4 Uhaul pods on Wednesday March 8. Not only were they over 2 hours late, the movers caused a significant amount of paint and chip damage. I have over 50 photos. We moved into a brand new house and had a walk through in the morning before we closed. All of this damage was caused by college hunks. The franchise owner took an hour off the rate. However, he is saying the case is closed and seems to be refusing to reimburse us for all the damage they caused. They should be responsible for all damages as its completely not fair. Please help us!

  Business Response

  Date: 03/19/2023

  We did arrive late to the client due to previous customers taking longer than expected. We waived the entire 2hr minimum for this client he was only charged a travel fee. My guys were only at the clients home for around 30min he had already done everything else on his own with we do not know who. 
  he had us do a few heavy items and we were done. We did not unload 4 pods into his home. We can not take liability for any of these damages he had done before we arrived to the home and he signed our liability waiver and release. 
  

  This client wanted a discount and move for free before we even showed up to his house. We knew the client was upset before we even arrived. 

• Initial Complaint

  Date:11/02/2022

  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.

  I booked College Hunks for a move from **** ******* **** to **** ****** River road on 10/30. And they stole my belongings. The day of the move, two movers ******** ******* (XXX-XXX-XXXX) and ******* ****** (XXX-XXX-XXXX) arrived and it became apparent something was wrong. They didn't use any blankets or protect my belongings the way every other moving company did. They loaded boxes marked "fragile" onto a dolly and proceeded to push it down the stairs without a plank, breaking all the glass inside. No protective wrap was used on glass. They loaded the truck for over 4 hours without stacking any of the boxes and then insisted we make a second trip despite having a truck larger than the ones in my previous moves. They unloaded at the new apartment. Towards the end of unloading, a third person, not employed by the company showed up. They said they would meet me at by old apartment for the second round after unloading. I drove back, but they never showed up. I called the manager (*******), and his exact words were "they drove the truck back, jumped out of the truck without their backpacks and jumped in their car and took off." Previously, they had lied to the manager and said they were done with the move, and lied to me as well. A new crew had to be sent to finish the moveit was now 9pm. I started to worry and realized a large box of my belongings was gone when I finally got back around 10pm. I realized the third person probably helped them take my belongings. I called the manager immediately, but they said they have no footage of the third person or them stealing anything. Of course they don'tthe movers were there for over a year and knew how to avoid the camera. I filed a police report. The box they stole had all my valuables, including family heirlooms. Neither the company nor the police are doing anything. This is an absolute fraud and I demand the company either return my belongings in full or reimburse me the value: $20,000.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/02) */
  This move was wrong from the beginning it was suppose to be a small 1 bedroom move. When we arrived we noticed this was not true. Regardless we did one truck load and we explained to the client that since she gave the wrong inventory all we could do was one truck load because we had other clients. After we told the client this she began yelling and demanding all this other stuff, at this point we sent other team out to move her bed because she said that was all that was left and we werent going to leave her without a bed. But once we returned it was once again way more that what she had said.
  
  Fast forward the next day she states there is a box missing and that it was valued at $10,000 and sears we stole it. We have gps trackers on all trucks and our guys only went from her load to her unload so there was no where we could have taken it, also we have cameras on our trucks as well and they cant be hidden from because it shows the entire cab of the truck. Also the gps shows our guys coming back to our shop after her job.
  We also asked her what was in the box because we didnt pack these boxes so how would we have known what was even in the boxes to begin with. But she still cant tell us what was in the boxes. We then spoke with the police the next day as well and they stated she couldnt tell them what was in the box either, she just stated in had $10,000 worth of stuff in it and wanted $10,000.
  
  This case is now with the police and we are fully cooperating with them. But we have no proof of what was in any of the boxes nor do we have any proof of the guys supposedly taking any box because our truck was empty and our gps and cameras show nothing at all.
  
  We will be happy to continue talking with the police, but I will not be just handing her $10,000 for a box that I have no idea ever even existed and there is no proof for anything. We also gave her a $1000 plus move for free
  
  
  Consumer Response /* (3000, 7, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are so many falsehoods in their response I don't even know where to start.
  
  #1) When I booked the service, I clearly said that while I live in a 2 bedroom townhouse, I only use one bedroom and for the purposes of moving, the only stuff they will be moving will be the living area, kitchen, bathroom, and the ONE bedroom I use. I gave them a precise inventory of what will be movedwhy don't they refer to the recorded call? I told them specifically I will be moving my couch, dining table, bed with bedframe etc. and approximately 12-15 boxes. I cannot control what they actually put down, but just listen to the call that I'm assume should be recorded, and I gave them a clear inventory.
  
  #2) Your movers not only did a horrible job4 hours and haven't finished loading the truck??, they tore up my $2000+ mattress (I provided a picture and a receipt), did NOT use any protective wrap (this is also confirmed by the call around 9:00pm on moving day. Your manager clearly said he inspected the truck and there was unused shrink wrap). They also insisted that there needed to be a second trip while I was the one who advocated to fit everything in one truck, which by the way, was much larger than other trucks I've seen past movers use and fit everything perfectly. They refused and we decided to make a second trip. During the unloading process, a third person showed up right before they left. They told me they will meet me at my old apartment but instead told their manager that they were completely done with the move. Their manager called me confused and I told him what happened.
  
  To be clear, the manager was the one who OFFERED not to charge me for this atrocity of a move because it did not "live up to the standard of what we stand for." I even offered to pay the movers $50 in tip because I didn't want them to walk away with nothing. Again, check your call records. And let's be cleara botched move where your movers stole my things is not worth $10,000. I was quoted 2-3 hours at $120/hr. That's $360. Try to stick to the facts.
  
  This was before I realized they had stolen my box. Interesting that ******* doesn't think it's a little suspicious that his movers cut the move short, had a third person come, and immediately dropped the truck off and ran without an explanation.
  
  #3) I have told the police over the phone exactly what was in that box. I will also be sending him an inventory with approximate costs, just as the one I will now list below:
  
  
  Cosmetics: $8000
  Skincare: $3000
  Hair tools: $1500
  All my Jewelry: $3000
  Clothes: $1000
  Family Heirlooms: pearls from my great-grandmother, worth at least $2500
  
  Total: $20,000
  
  
  Last time I checked, stealing is a crime. There's a reason you have a 1/5 rating on BBB. Apparently, you routinely steal your client's things. This case will not go away until you reimburse me for what you stole. This entire thing could have been avoided if you had sent even semi-competent movers who did not steal customers' belongings. I will only accept a settlement equal to the value of the belongings that you stole.
  
  
  Business Response /* (4000, 9, 2022/11/03) */
  We will be speaking with the police

• Initial Complaint

  Date:08/15/2022

  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.

  8/3/2022 Holes in the ceiling by their movers. Damaged furniture by their movers. College hunks Manager ********** and General Manager (*******) corresponded via text message that they were at fault and would remedy the issues. They attempted to respond promptly BUT made three appointments to repair the hole in the ceiling - the General Manager, *******, left us hanging on all three appointments. The ceiling and furniture are still damaged after 9 days of missed appointments and broken commitments. Now they are non-responsive by telephone or text message.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/15) */
  With regards to this claim. The customers table was glued together. Regardless we did job it when the clients kids let out there dog, raccoon and pet opossum. We have made multiple attempts. We even went back to his house yesterday and took pictures in front of his house where we went because we had a time we told them we would be there to fix the small hole in the ceiling and the table as well. Even though the table we are not liable for because its integrity was not solid. It has been broken before and someone just glued it back. The client also has texts and phone calls from us because we have been in contact with him every day since
  
  
  Consumer Response /* (3000, 8, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Appointments were missed three different occasions with text messages to support. No appointment was set up for Saturday August 13, 2022. College Hunks is scrambling to spin this story. We have text messages to support missed appointments and admission that their employees dropped the table and put a large hole in the ceiling. Thus admitting liability for both. The manager *******, while inside our home said the table would be picked up Monday August 8, 2022 for repair. ******* also admitted fault in the table dropping by an employee "we are having trouble with him" Then ******* took the employee outside and spoke with him about dropping the table as caught on our RING camera(s). In pressuring this company to do the right thing and after three missed appointments for repairs, all communication from ******* and ******* ceased. Statements that the company has been in touch with us daily is not accurate. Statements the company is not liable are not accurate as they and their agents have admitted liability in text and on video.
  
  
  Business Response /* (4000, 10, 2022/08/16) */
  If customer is not going to be at the house when we show up to fix it then there is nothing we can do. ******* had been in touch and we are happy to fix the little hole and the table. He just needs to be there.
  
  
  Consumer Response /* (4200, 12, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We were home on three separate occasions at agreed upon times with **** and ***** We were stood up three different times. Stood up = A person who doesn't show up or arrive at a particular function or event; a person who doesn't show up at a set time. Then the audacity to arrive on a day no appointment was set; with complaints and actions already filed and sent. Once again scrambling to justify unethical actions and repeated lies by College HUNKS in Charleston, SC. Still waiting on repairs. Company agent **** did set a day and time to repair table yet ignored large hole in the ceiling. Hopefully they show up at the time agreed upon day and time unlike the three previous actions in which we were stood up. Or the time they scrambled to get a repair person to the house without a prior commitment; to cover their behind AFTER complaint's and actions commenced.

• Initial Complaint

  Date:08/04/2022

  Type:Billing 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 needed a few items of furniture repositioned in my living room. I called to make an appointment and requested two men. The minimum was 1 hour at a total of $199 for both men and I agreed. They then wanted a prepayment of $123 that was to be deducted from my bill. I agreed.
  The entire job was less than 1 hour. My credit card was charged $123 on July 7 and $199 on July 9. The invoice I got off the internet shows only the charge of $199. I was later able to determine that the $123 was called a truck/booking fee. What truck? I was never told about this charge; I was told when booking the appointment it was a prepayment that would be deducted from my bill when the job was completed.
  I tried calling the number on the bottom of the invoice and left a message: no response from them.
  I tried calling the number I used to book the appointment and eventually talked to someone in customer service who said they could not help but would notify the manger(s) in North Charleston to contact me. They have not.
  FYI: the credit card I used for them has since been "hacked" and I have a new account number which they do not have.
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/04) */
  This $123 that was collected is for 2 purposes. This $123 is collected for you to be put onto our schedule and is for your truck and travel fee of $123 so on the day of the job all that is to be collected is the labor charges which in this case was $199. Her job total was $322 for a 1hr minimum. She pre paid the $123 to get onto our schedule. This $123 was deducted from her bill because our truck and travel fee is $123 so on the day of her job she had to only pay the labor charge which was $199. This is also explained in all confirmation emails that are sent out to our move and move labor clients.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When booking the appointment I was told this was a prepayment (a %of the total bill) that would be deducted from the final payment. I clarified with the rep I made the appointment with that my total bill would be $199 less the prepayment.
  They did not arrive in a truck nor did they need a truck.
  No one ever mentioned a charge for being "put on their schedule".
  Needless to say, if I had been told these things, I would never have done business with them.
  Please note that they did not "move me". They just repositioned a few items in my living room after a major plumbing and hardwood floor repair.
  
  
  Business Response /* (4000, 11, 2022/08/11) */
  It is all fully explained in your email and with the recorded conversation we have of you and our call center. We went back and listened to it to make sure it was explained and it was explained correctly along with being explained in your confirmation email.