Complaints

This profile includes complaints for Good Guys Moving & Delivery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Good Guys Moving & Delivery has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Good Guys Moving & Delivery

  2000 Stuart St Chattanooga, TN 37406-1855

  
• 

  Good Guys Moving & Delivery

  610 N Greenbriar Pkwy Marietta, GA 30062-3844

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:10/30/2023

  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.

  Booked them on 10/24 to move me I paid the 100 dollars they required. On the day of the move 10/26around 2 pm Pi recieved a phone call from the movers on the truck inpquiring about the address. They were given the wrong one. I was about 5 minutes away and I told them that I had a problem gaining access from my landlord brother. But I would be there shortly. I recieved a phone call from their office. They stated that since I had a problem they were cancelling me and keeping my deposit because he cancelled me. He offered no other recourse not a reschedule or any thing else. Mostly he hung up. I'm a senior citizen on a fixed income. 100 dollars is a lot to me. He didnt even have time to listen the deposit I paid was to be taken from total moving charge I was told. But he never said that it was not refundable. He did say that I would not lose the deposit as it would come out of moving charges he said that more than once. I understand business enough that I am required to give proper notice when I cance l. But isn't he required to do the same. I can send you my debit card statement to prove the charges were paid

  

  Business Response

  Date: 10/31/2023

  Hello there,

  When our crew arrived at the origin address provided, your landlord threatened to shoot anyone who entered the property with a firearm.

  Members of our team spoke with you in regards to this hazardous situation and you appeared to understand the danger posed to our team at that point in time.

  Our longstanding cancellation policy states: any move that is cancelled with less than 24 hours notice will result in the forfeiture of any deposit.

  Thank you for sharing your experience with us.

• Initial Complaint

  Date:08/04/2023

  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.

  This incident occurred on May 31st. Good guys was delivering for ****** to my neighbor. When coming down the street they ran off the road and got tangled in the electrical line. Instead of stopping they kept going. They pulled all of the electric off the front of my house, pulled off part of the awning, put huge divots in the street and bent the electrical pole which ruined part of my driveway. Due to this the electric was sparking and causing intermittent shocks, which ruined the electric motor and batteries in my golf cart. The electric company came and shut off the electric, which I lost all the food my freezer. Andrew, the owner, paid for the electric to get fixed but hasn't responded to fixing and replacing anything else. I have paid for the awning to be replaced out of my pocket. I had to cancel renters for 10 days and lost over $3,000 worth of rental income. He won't respond to me or my attorney at this point. Last time we spoke he told me he was getting his insurance involved but I have not heard from anyone.

  

  Business Response

  Date: 08/07/2023

  Dear ***** **********
  

  After a thorough investigation of your claim, we believe that you are attempting to make fraudulent claims of damages in order to gain undue compensation from our insurance company. Given this information, we have chosen to deny the remainder of your claim, unless you can provide supporting evidence of your alleged losses within 48 hours of receiving this letter. 
  We will need documentation that supports the following claims:
  

  The awning was reportedly damaged beyond repair. However, the awning was replaced with a covered porch prior to any professional assessment of the damage. The sole piece of evidence is a blurry photograph taken from a cell phone, which appears to show minimal damage to the awning. This may have been a couple hours of work for a handyman. We are requesting additional proof to support your claim that a total replacement was needed.
  

  The batteries in your golf cart were allegedly damaged following a power surge resulting from the utility line being dragged down. After further review, it appears the electrical current that “fried” the golf cart somehow bypassed the breaker box and left no visible evidence of damage on the electrical panel or golf cart. We are requesting verifiable proof that any damage to the golf cart was caused as a result of our driver’s actions.
  

  You claimed loss of rental income, but have not provided any information to verify that claim. We are requesting all receipts of cancellation (with dollar values listed) for the time period in question.
  

  There is no visible evidence of any damage to the driveway. We are requesting a professional assessment of the claimed damages.
  

  Furthermore, the utility line that was damaged by our truck was confirmed to be under the legally-mandated minimum clearance. In addition to this, there is no posted sign warning drivers of said clearance.
  

  If you cannot substantiate these claims, we will be filing a complaint with the Tennessee Department of Commerce and Insurance - Fraud Investigation Insurance Division as well as the US Department of Housing and Urban Development.

  Respectfully,
  
  ****** ********
  Owner 
  Good Guys Moving & Delivery 

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  all photos and documentation were provided. Owner offered $6,000 cash to me in person because he did not want to get his insurance company involved. 
  

  My attorney reached out on July 25th with no response.  He is handling all matters from here on out.  Please reach out to him directly:

  ****** ********** ***************
  *** ********* ***
  ******** ******** **** *****
  ***** *** * ***************************
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 08/10/2023

  Thank you for the response.

  We will take those details into consideration.

• Initial Complaint

  Date:06/09/2023

  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.

  Date transaction 06/03/23
  Amount $1610.00
  Moving my things from storage to my apartment
  The price and the missing handle of my item and things got broken and missing. I called and talked with them (Ben) asked for $500.00 of what I spent he said no that too much he also asked me to look again for the missing item but i told they are not here. After the second time i spoke with him he offer to buy the glass but said they are not responsible for the item that got broke during the move because they didn't pack them. Ticket number *****.

  

  Business Response

  Date: 06/26/2023

  In accordance with longstanding company policy, Good Guys is not obligated to offer discounts, refunds, or repair/replacement services when an item is broken due to improper packing on behalf of the customer. This is a common industry practice.
  In regards to the missing item. We highly recommend all customers wait at least four weeks before contacting Good Guys about a missing item. We have found that in most cases, a customer finds the missing item in question within this buffer period.

  Customer Answer

  Date: 06/27/2023

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

• Initial Complaint

  Date:05/10/2023

  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.

  We purchased a refrigerator from ****** for our new construction house (which we had not even moved into at the time!), Good Guys Moving was contracted with ****** for the delivery. Their delivery team destroyed our brand new front door and frame. They were aware of the issue immediately and said they would resolve the issue. We are months later with no resolution and the company is non responsive. Voicemails left but calls not returned.

  

  Business Response

  Date: 05/11/2023

  Hi *****,
  

  After reviewing this with our team, it appears we attempted to arrange for a licensed repair service to restore the door.

  After several conversations over the phone, we reached an impasse when you refused to accept the repair service.

  We also offered $250 in lieu of repairs. $250 was the quoted repair cost.

  Our offer to reconcile this damage claim still stands, if you choose to accept it.

  Thank you,

  Good Guys Moving & Delivery of Chattanooga

• Initial Complaint

  Date:12/13/2022

  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.

  Furniture was picked up about March of 2019 and stored in their facility until July 2022 when it was moved to our daughter’s house in Ohio. This shipment contained numerous family heirloom antiques which were badly damaged and or completely destroyed. We spent about $5,000 in storage fees and $4,500 in moving costs including almost $500 for insurance against damage. They have consistently been unwilling to address what it takes to get any of the damaged pieces that could be repaired taken care off. We found a repair man who could fix some of the pieces but the Good Guys Mover company wanted them to pick the work up for free and develop an estimate with no guarantee of being able to bill and/or recoup their costs. They declined and the movers then found another one and offered the same and they also declined. They initially offered pennies on the dollar based on a weight of 850lbs, which did not include all the damaged pieces nor reflect accurate weight. They did that before they realized we had bought the insurance - which would be$6/lb. After we corrected them and provided the insurance paper work, which we have attached, they then went silent with no effort to settle this even though we recently offered to accept the low weight of 850 lbs at the $6/lb insured rate which would result in $5,100 which is likely about half what the true value is of what they destroyed. Any and all effort to communicate with them has been ignored by their CEO/President and no reason or communication as to what they are doing or plan to do to resolve this claim has been forthcoming, now going on five months - so they are clearly not working in any form of good faith. We offered the low $5,100 as noted above again to settle and they ignored. If BBB cannot help we must hire an attorney and take this to small claims court including their fees.

  

  Business Response

  Date: 04/18/2023

  As stated in our order for service, which was signed by the customer prior to the move, Good Guys Moving & Delivery reserves the right to repair the damage in question. We attempted to arrange repairs for the damaged items, however, the customer refused multiple repair attempts. Since the customer agreed to our terms and conditions via signature, we have invoked our right to repair the damage following a professional third-party assessment. At this point in time, we cannot process this damage claim due to multiple refusals from the customer.