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:01/06/2025

  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.

  Many objects broken or missing parts . Mover did not pack and move many objects one of which was so heavy I almost fell backwards trying to get it in my new home.

  

  Business Response

  Date: 01/22/2025

  Packing and Moving Timeline:

  1. 11/21 Packing Date: We packed and charged for the boxes we packed. No charge for anything left unpacked or claimed to be packed by the customer.
  2. 11/23 Moving Date: Firm price move based on in-home inventory.

  Issues Raised and Resolution Attempts:

  1. 11/25: Customer had a challenging conversation with management, which was unresolved. The General Manager reached out through email and text messages after multiple hang-ups. The customer agreed to a return visit supervised by her realtor to pack/move remaining items.
  2. 11/26: Moving crew completed the task satisfactorily with realtor and customer approval. No furniture or boxes were left behind, except items non-transportable by moving companies (e.g., perishables, flammables).

  Ongoing Disputes:

  1. 12/2: Customer demanded $1,090 for various expenses, unrelated to initial complaints.
  2. 12/5: Our General Manager addressed the demands professionally, offering $90 for house cleaner expenses. We declined the $1,000 additional demand.
  3. Subsequent Communications: Customer made multiple threats, including BBB complaints and legal action, without providing details or photos of alleged damages. Despite our repeated requests for more information, we received no substantive response.

  Final Attempts at Resolution:

  1. 12/16: We requested submission of damage claim information. Customer's continued emails/texts were becoming unproductive.
  2. Final Remarks: Accusations against us were unsubstantiated. We remained professional and requested immediate filing of any valid damage claims.

  Summary:

  We made numerous attempts in good faith to address the customer's concerns. Despite repeated threats and general accusations, no detailed information on damages was provided. We acted professionally and beyond the agreed-upon terms to resolve her issues.

   

  
  

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service 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 Gouffon moving to load our larger furniture items into a 16 ft POD and 20 ft U-Haul truck for a long distance move. Upon movers’ arrival, we walked through the house showing them how items were labeled for POD or U-Haul and explaining that we wanted our rugs and large items loaded and we could return for smaller items and boxes but to load those if space allowed. We reiterated these instructions more than once. We also asked that space be left for refrigerator and to load last so that we could unload first thing ourselves. Once they notified my husband they were out of truck space, he realized most of furniture and area rugs remained in our house. However, he didn’t have time for them to unload/reload the U-Haul because he had to drive it to Bristol TN same day. I called the office this morning to see if a) they could get someone back out to actually move our needed/requested items before our home sale November 21st and b) if they’d make some attempt to make this right either discounting what we paid or upcoming needed movers since we had few of our items loaded that we needed moved. I spoke with ****** initially, who handed me off to ***** stating he was the general manager. Both of these gentleman told me on a recorded call that it was my and my husbands fault that our instructions weren’t followed. I certainly never dreamed I had to manage their employees by standing over them and directing their every move, which is what I was told by both ****** and ***** I should have done. Not only did they not attempt to offer any resolution (other than to pay add’l hourly rate at same rate) to have them send movers to do what I’d already requested and paid them to do. They continued to tell me it was our fault and nothing could be done. It is the absolute worst customer service experience I’ve ever had with any company big or small. I’ve never had any type of business tell me I’m responsible for managing their employees if things didn’t go as expected.

  

  Business Response

  Date: 11/22/2024

  Consumer Complaint ********* / FORMAL RESPONSE: 

   

  We received the BBB complaint and we have gathered all facts from all customer approved relocation documents and confirmations, and from detailed accounts from the 3 employees onsite during this move. 

  We have acted in good faith throughout the entire booking process, the moving process and post-move customer service process.  We provided solutions to resolve the issue at hand, and we took responsibility for employee’s actions when needed.   Our conversations were all professional, regardless if those conversations weren’t met with the same professionalism or candidness. 

   

  Facts: 

  -In no way were the contents of a 2400 sqft house going to fit in a 16’ POD and a 20’ U-Haul truck, there is way more cubic space than available in those 2 modes. 

  -Booking confirmation shows nothing mentioned of moving furniture items only (see attached booking confirmation).  This was not discussed up front and was not discussed with the moving crew. 

  -Walk-through was signed and approved by customer before and after the moving process (see attached walk-through approval document)

  -Customer was to have a 16’ POD and 26’ Box truck --- showed up and the box truck was much smaller 20’

  -Both names of the parties listed on the complaint form were present at the move.  The husband was there for the whole time and signed the satisfactory walk-through approving the moving services were completed with no service issues.   The wife admittedly left the move at 330PM, which was 25 mins prior to the crew completing the move.

  -The crew was at the home for 6 hours and 10 mins packing the 2 modes completely full.  The husband/wife combo was present for the entire moving process, and they were involved in what was taking place throughout the course of the 6 hours inside their home. 

  -They openly admitted, in our conversations and in the complaint form, that not all of their items were going to fit in these trucks and would need another truck to move the remaining items.  

  -There was no complaint about the pace of the moving crew or the efforts to pack the truck. There was no mention that the trucks were not packed full or any issues with the items that were moved. 

  -Blake clearly offered to have another crew out to their home to assist with loading their other truck at a 10-20% discounted rate.  We offered the discount as a show of empathy for the situation.  The customer was not available for the next 2 days and was to let us know a convenient day for their schedule.   They called back later that day, and said they have someone else scheduled and declined our discounted services.  

   

   

  General Manager

  Gouffon Moving and Storage

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

   

• Initial Complaint

  Date:07/08/2024

  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, I told the supervisor that I had a Grandfather clock and they ask me to remove the weights and pendulum. I said I would but they had to wrap the pendulum
  and put it in a box and I would take it with me in my car.
  Net thing I know they have driven off with the pendulum.
  After everything was off loaded at the new house I discovered that the pendulum was bend at the neck.The clock does not work because with the neck being bent it is out of balance.
  This clock is almost 30 years old and was a gift from my deceased husband. I have checked and it will cost between 1000 t0 1200 dollars to fix this clock.
  There were other things that happened like not putting the drain hose on the washer in the drain and water went everywhere. And not putting one one the bed supports under the bed. It was pushed under the bed hoping I would not notice.
  All I want is compensation for the Grandfather clock.
  
  ****** *******

  Customer Answer

  Date: 07/10/2024

  Gouffon Moving (21951038) This complaint has be resolved between the two parties.

• Initial Complaint

  Date:11/08/2022

  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.

  Gouffon Moving and Storage, moved our household belongings from *** *********** **** ********** ** to **** ******** *** ********* on June 15, 2022. Included in the furniture was a Victorian Eastlake dresser with a marble top. The dresser was loaded last at the back of the truck and the marble top was not wrapped. The mirror was removed from the dresser and wrapped separately. I have the mirror.
  
  When the truck was opened in Knoxville, I was informed by the driver that the dresser had been damaged and that the marble top had been broken. I inspected the dresser but not the marble top. The dresser rollers had been broken off the legs and the dresser was no longer square. The bottom panel of the drawers had been warped and were loose. There were splinters of loose wood from somewhere.
  
  The driver informed me that they had been instructed to take the dresser and marble top back for repairs. Since that time, I have called every month to ascertain the status of the dresser and each time was told it would be ready in a few weeks. I called again in mid-September and was told the marble top had been repaired and I would receive the dresser in two weeks (Early October). Six weeks later, I had not heard anything so I called again Nov 3rd and was again told I would "get it within a couple of weeks". I told Gouffon (*****) that I would be home on the 7th and could take a delivery that day. The Gouffon representative told me he would call me on the 7th. He did not.
  
  At this point, I have not seen the "repaired" dresser or marble top and cannot seem to get them to deliver the piece.
  
  I want to see the piece and ascertain if the repairs are adequate for a piece of this age and if adequate, I want ******* to deliver and reassemble the piece. Lacking that, ******* should pay me for the piece at $1,200 which is the closest match to the piece (mirror included) that I can find in auctions online.

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/21) */
  I will be sending our detailed response via email directly to the BBB. Not sure if there are enough characters for our reply.
  
  Also, we are pending the customer final reply for a scheduled delivery from our communication earlier today, 11/21.
  
  Thank you,
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  At the present time, the dresser has been repaired again but has not yet been delivered. A scheduled delivery was postponed (for valid reasons) but a second delivery window was missed.
  
  
  Consumer Response /* (2000, 10, 2022/11/29) */
  The dresser has been repaired and was delivered 11/29/2022. The case may be closed.