Complaints

This profile includes complaints for College H.U.N.K.S. Hauling Junk & Moving Knoxville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  College H.U.N.K.S. Hauling Junk & Moving Knoxville

  6219 Riverview Crossing Dr Knoxville, TN 37924

  
• 

  College H.U.N.K.S. Hauling Junk & Moving Knoxville

  6219 Riverview Crossing Dr Knoxville, TN 37924-2839

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:01/24/2023

  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.

  On 12/28/22 we moved into a new home. We used College Hunks as our moving service. They arrived at the job site and claimed they would need a different vehicle. They both returned to their store to get the truck at our expense. They returned an hour later and began moving our belongings. They worked with extreme inefficiency, took breaks to vape, stood idly in our driveway, and required my families help extensively to accomplish tasks. We had to hire a second moving service to complete the job. They left without completing the job. Rivaldo said he had a date to get to. Kylar wouldn't speak to us and sat in the truck until Rivaldo was ready to leave. We paid them $556. The service promised was to unload our vehicles and put into our new home. We paid for a service that did not conclude. We have attempted contacting the business over 20 times but they will not respond. On the first phone call, they did respond, taking information and ensuring me they would get back. They have refused our calls since then.
  
  Our transaction number* ************************* *job number: *******

  Business Response

  Date: 01/27/2023

  We are sorry you feel that way. We strive to exceed customer expectations, but this was one case where we told our guys they should leave if they were being treated that way.

  The customers driveway would not allow their UHAUL truck to drive up or back up the driveway. We offered to get one of our pickup trucks to make the time shorter by loading it and driving it up rather than walking back and forth which would have taken much longer. It was not our fault the truck wouldn't go up the driveway. They agreed the pickup truck method seemed a better Idea. Sometime during the job another person came and started to assist in the move and tried again to move the truck up the driveway for 30 minutes and failed. So he then began to bark orders at our crew and was very disrespectful and rude. The crew informed their managers of the situation and we informed the customer we would not be able to work under those conditions.  No one should.  This continued and we informed the customer we would have to leave since the conditions had not improved and it was unfair to our guys having to listen to this 3rd party insult and complain against them. You paid for the time you used our service and the billing stopped when they left.

  Please inform as to what number you are calling. Our number shows no calls from you

  Business Response

  Date: 01/31/2023

  You weren't notified of any of that information? We were all in the office and on the phone with the guys when they asked about using our truck vs walking the hill. 
  We have had many people try to assist crews and never had our guys call the office and have us listen to someone barking at them like this guy was. And we told them if he wouldn't stop or leave that we would approve them leaving the job. You signed all the paperwork prior to their leaving. They didn't just take off. You paid only for the time they were working for you. No more.
  
  Our number is ************

  Again, we are sorry this didn't go as smoothly as most of our Move Labor jobs do. 

  Customer Answer

  Date: 02/01/2023

  
  
  I am rejecting this response because:

  I was notified of going to get a new truck, I apologize for not making that clear. I'm not concerned as much about the truck as the lack of work completed. 

  Neither my husband nor I "barked" at either guy. If they were "barked" at, I could have helped them remedy that situation had they felt wronged. In fact, I spoke with one of them who seemed bothered by another mover and we discussed the issue calmly. He only told me that he wanted to leave because it was "disrespectful" of us to ask other people to come and help us. I don't agree, as I was paying quite a bit of money as the day was passing. He spoke calmly with me and then told me he had a date to get to. 

  Yes, I signed the paperwork. After traveling 700 miles and moving all my belongings across states over 2 days after Christmas, then finding my movers were leaving, I signed the paperwork not truly having the right mind to do anything else. That is on me. When I first called, the gentleman I spoke with seemed concerned and promised to call back to rectify the situation. This is when people at College Hunks ceased to answer the phone. 

  I made extensive efforts to rectify over the phone and not file a formal complaint. At this point, I see you are on the defensive and unwilling to hear anything that I am saying or to attempt to see the full story. I don't think this issue can be solved. 

  According to other reviews, this is not the first time this has happened with your movers. People seem very frustrated with their service and also note that no one will answer phone calls. I am disappointed that this is the way you choose to run your business. I had hoped for more integrity and pride in your work. 

   

  If you would like to speak via phone, please let me know. Too much is lost in translation when sent through messages. I have already called your number countless times and can not get answer. 

  
  
  
  Sincerely,
  
  
  
  Aaryn *******

• Initial Complaint

  Date:01/04/2023

  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.

  Move completed on 11/16 and items were damaged. The gentlemen running the move completed claim form and advised it would be submitted and someone would be contacting me. Waited a week, no contact. I called the business and no claim had been filed. I the. Opened a claim and submitted all supporting documents the same day. After numerous calls and a few emails trying to get a status update, I received an email that the claim would not be processed bc I never submitted the claim within 3 days of the move. I was never advised of this by the move supervisor since he was submitting the claim nor was I ever advised of this when I actually submitted the claim and I was never advised of this in the many phone calls I made to the business for a status update. I just need my damaged items fixed. The move supervisor also took pictures of all damaged items that I filed a claim on so he acknowledged what the damage was the day of the move.

  Business Response

  Date: 01/16/2023

  No claim form was completed by our employee as there was no claim form to be completed. There is a Damage Claims Process form the customer is handed with the process of how to file a claim. Nothing is submitted until the customer files the claim per the instructions on the form. Please see attached, it is a copy of the form that is signed and acknowledged by the customer. I am not sure what number you were calling but our number is ************ and you can reach us at [email protected].
  *** **************** ***********************

  Customer Answer

  Date: 01/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have already completed the necessary steps to get this claim resolved but was told almost 2 months after I filed the claim that my claim was not valid. The supervisor running the move is the one who stated the claims department would be contacting me and I followed those instructions from College Hunks. I followed the exact direction of what I was told by your representative and I shouldn't be held liable if that information wasn't correct. I never got a call, I called to open a claim myself at that point which was almost a week after the move. Even after numerous phone calls questioning the status of this claim as well as the email communication to get all the required documentation, I was never advised I didn't have a valid claim until it was time for the claim to be completed. Completely absurd.

  Business Response

  Date: 01/17/2023

  You started the claim long after the time to submit a claim expired. You cannot claim you completed all the necessary steps when you never filed the claim. We have the written process and have you acknowledge the process by signing so there aren't any issues like this. So you signed you understood, but now claim all these other things. We handle claims through email so there is a written record to avoid he said she said claims. We have you submit the claim via email so there is a timestamp for your proof. Once people start to move things around, they damage things occasionally and then sometimes try to blame us. That is why we have policies.

• Initial Complaint

  Date:11/14/2022

  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.

  We hired College Hunks in Knoxville, Tennessee to move my mother to Georgia in August 2022. Most everything was packed when they arrived. We really only hired them to move the big items and the pre-boxed items. When loading the U-Haul truck, one of the movers broke a custom piece of glass (purchased in Japan) in the driveway. It did not even make it to the truck. The crew leader notified his supervisor immediately and a claim was filed. We paid to have extended coverage through College Hunks.
  College Hunks in Georgia unpacked our U-Haul truck. When unpacking, they noticed another piece of glass, folded in half inside of a blanket. They immediately called their supervisor and took pictures. It was very clear to everyone, that the movers in Knoxville broke the glass and did not say a word to anyone. Of course, College Hunks will not cover this damage because the glass was in our U-Haul truck. In addition, we paid a $250 deposit for moving blankets. It was told explained to us by the crew leader that we would get our deposit back once the blankets were returned. We asked the College Hunks in Georgia if we could return the moving pads to them. They called their supervisor and he said yes. We needed to document how many pads were being returned and we would receive our deposit back. Later on, through this mess, we were told that each office is its own franchise and not connected. They have not refunded our deposit for the moving pads and have closed our claim for the broken glass as of September 19, 2022. Another claim was opened today. As it stands today, my mother, an elderly woman on a fixed income has paid for extended coverage for any damage caused by College Hunks and a deposit of $250 on moving pads. College Hunks of Knoxville has failed to reimburse us for any of our out-of-pocket expenses. Over ten phone calls have gone unanswered by the management team. Shame on College Hunks of Knoxville for treating their clients like this.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/16) */
  This was a move labor only loading the truck in Knoxville. We took ownership of the glass that was broken while packing. Some other glass was broken in transit, and we do not cover damages after we leave the load on a move labor. Full service moves are covered end to end.
  
  This customer paid a $250 blanket rental fee. This was entered incorrectly as it should have been $500 for the moving blanket purchase, and we refund 50% upon return. It is reflected on the receipt/Bill of Lading on day of move as moving blanket rental (see attached). We never discussed a deposit. A purchase turns into a rental once the blankets are returned.
  
  We have explained the policies, process as well as the information needed to complete the claim, yet the customer still has not supplied the needed information. We just keep getting threats and bad reviews. We were told they were going to get us the info and it has not been supplied. They do not like the policies they signed and agreed to.
  
  We are happy to complete the claim as we have discussed once the information is supplied. We have informed the customer that we only work claims through email for a record of all communication.
  
  
  Consumer Response /* (3000, 12, 2022/11/28) */
  ***Document Attached***
  College Hunks took ownership of one of our damaged items, after closing out our claim two times and having to reopen a third claim.
  Since posting a negative review, ***** has been responsive by email only. He clearly stated in one of his emails that they do not return phone calls. They will only communicate by email. This is unfortunate since a lot of his misunderstanding could of been cleared up with a simple phone call.
  ***** has been great at providing company policies, but unfortunately these polices are communicated incorrectly by his front line, which is the movers. Most of their "policies" have not been provided and only seen for the first time with our back and forth communication over the last four months.
  We received the claim resolution today. They are offering us $36 for a custom piece of glass that covers the curio cabinet. This piece of furniture was purchased oversees while my father was stationed in Japan. $36 will not even come close to the cost of glass replacement. The amount of time invested in trying to resolve this claim of damaged items caused by these carless movers has truly been exhausting. $36 is just another slap in the face. This complaint is being made so that all consumers that is looking to use this company needs to be aware that ALL information is not provided upfront. I am sure they would be great to use if no damage was caused. Unfortunately for us, my mother has very expensive pieces which is why we paid the extra money to cover her items. Not only did my mother loose her $250 deposit for the blankets we returned to the Georgia location, she also paid $199 to cover any damages that could be caused during her move. College Hunks is not standing behind what was outlined during her move.
  
  
  Business Response /* (4000, 14, 2022/12/02) */
  There were 2 claims filed for broken glass. Mistakenly we merged them thinking it was a duplicate. The customer informed us that the glass was broken after we left the load and discovered at the destination in Georgia. To be clear we loaded their truck in Tennessee. Once we complete the load and leave we are not responsible for what happens in transit. Once the customer told us the broken glass was discovered at the unload we informed them of this and closed the claim. Some time later, we identified with the customer that one piece was broken at the load. Once we were informed of this error, we have been hasty in trying to resolve.
  
  We responded many times prior to a negative review. The review was posted after they did not like the policy for reimbursement. What was stated is that we handle claims through email to make sure everything is documented and there is no he said/she said games to be played.
  
  Our policies are on all the paperwork provided before we start the move. Like many of our customers, I am sure they just signed and didn't read it. This happens frequently as people just want to get the move underway.
  
  When we arrive we inform of the carrier liability mandated by the state. This is $0.60 per pound of maximum liability per item. The increased coverage brought the valuation from $0.60 per pound to $4 per pound.
  
  Again, this was not a deposit on the furniture blankets, it was a rental fee. It is clearly documented on the paperwork.
  
  We are completely standing behind the policies we agreed to prior to loading your truck. We have been threatened numerous times with what they will do if we do not do as they wish. We are ready to settle the claim per our agreed upon terms.

• Initial Complaint

  Date:09/20/2022

  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.

  Moving Date: 7/5/2022
  Job ID: XXXXXXX
  We hired College H.U.N.K.S. Hauling Junk & Moving to do the moving from our old house to the new house. Because of the careless of the movers from this company, they caused a lot damages to the floor, door frames and furnitures. Until now (more than two months later) we still didn't get the compensation they said they are going to pay for the floor repairs. Also they still didn't repair my damaged furnitures.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/20) */
  We have been in communication with the customer. We have communicated what we needed to proceed. They told us they were going out of town for a month and they would talk to us when they returned. They returned and communicated again but still have not supplied what we need to proceed. We have no problem completing the claim - just need cooperation.
  
  
  Consumer Response /* (3000, 7, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I told them I cannot find anyone that will do furniture repairs. I need them to send someone to do the repairs because it's their workers that caused the damages. It's their responsibility to do the repairs or give me the compensation for the damages.
  
  
  Business Response /* (4000, 9, 2022/09/21) */
  Insurance company requested the client get estimates and they refuse. We cannot get the insurance company to move the claim forward without estimates.

• Initial Complaint

  Date:07/26/2022

  Type:Product 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 7/14/2022 I requested an estimate and booked a move with College Hunks. During the scheduling call, I missed at least two other verified calls from College Hunks wanting me to schedule with a different agent. I finished my call and scheduled the move, and missed yet another phone call from a different College Hunks agent wanting me to schedule, despite already being scheduled. On 7/15/2022, I was at work treating patients. Between 11:05 and 11:10, College Hunks called me 4 separate times. When I finally had a break and opportunity to call to see what was so urgent, they only wanted to confirm the same information that I gave only the day prior, 7/14. When I complained to the agent about the ridiculous number of phone calls that they made and that it was harassment at this point, she simply said "yes, we get that a lot". Not long after I canceled the move online and booked elsewhere. 7/15/2022 was the last day to cancel and get my deposit back. As of 7/22/2022, I had not heard from College Hunks, nor received my refund. I called the call center 7/22 and was told an inquiry would be forwarded to my local College Hunks for review. No response. As of today, 7/25, I called twice. I called XXXXXXXXXX at 2:48 and got a message that said no one was available because all agents were busy, and to leave a voicemail. I called again at 5:37, exact same message. When I wanted to schedule, they contacted me incessantly. Now that I want my deposit back, they can't be reached.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/26) */
  We have not received a message from this person. We have no problem refunding customers if they cancel within the window. I will look that up and process if it was in the window. Our office hours are 8-4 M-F. I apologize you were not able to reach someone. Thank you for letting us know that our confirmation calls are frustrating.
  
  
  Consumer Response /* (3000, 7, 2022/07/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  At 3:50, I called XXXXXXXXXX and was unable to reach anyone. I called a separate number, XXXXXXXXXX, and the agent advised she would reach out to the local franchise on my behalf. She too was unable to reach anyone. I had until 7/15 to cancel and canceled on 7/15. A refund should have already been issued. The confirmation call itself wasn't the issue. It was the constant, spamming phone calls that I have issues with. If you truly have no record of the calls, then you should re-evaluate your call and messaging system. Per *** that I spoke with, she could also see this complaint and the messages that were sent to the office. *** just sent an additional message and left another voicemail for the local office. Please process the refund for the move that was canceled on 7/15, within the cancellation window.
  
  
  Business Response /* (4000, 9, 2022/07/27) */
  We processed your refund on 7/26/2022 once we received the notice from you. We apologize that something happened with the communications. We checked our phone logs and the last call received was 7/15/2022 to our office. There were no messages left and if we got a call we would have addressed it right away. We apologize for the delay. If you called after 4 they wouldn't be able to reach us as we are closed. We have addressed this with our call center as well. They should have left a message or an email to alert us but unfortunately, did not. Again, we apologize.
  
  
  Consumer Response /* (2000, 11, 2022/07/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I did receive the refund. I recommend following up with your call center then. They are the ones documenting and advising that they were calling you, leaving messages, and sending written messages with no response. As of yesterday, 7/27, the agent stated she called 3 higher ups in local management. A CEO, executive, and other member that also didn't respond and she had to leave messages for. Poor communication is a major turn off with businesses.