Complaints

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• Initial Complaint

  Date:06/13/2025

  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.

  10/18/24 Hired this company to move me from ******, ********* to *****************. Partway through the move I was pulled over to pay them with my debit card.. a bit later I was told they could not move me 3 1/2 hours to ********, ******** because it was too late in the day. One thing led to another and my items ended up in storage 3 miles up the road from the former house in ********* where Ive been paying $230 monthly on storage fee cents and not having one item of my personal belongings. I was also forced to leave many items behind because apparently there was no room on the truck. They want to charge me the same amount of money to move my items from storage to ********. This is fraud. I paid this company almost $3000 to move my items to a storage facility.

  Business Response

  Date: 07/08/2025

  Good day. 
  We received a letter on 6.25.25 with reference to Ms **** ******, ID *************** We do understand that every dispute does have two sides, and we appreciate the opportunity to share ours. 
  In response to Ms. ******** complaint, she hired our company to load, transport, and deliver to her address in ********, **, Oct *****, 2024.  Ms ****** contacted TOP HAT on August 16, 2024, to request a quote for her "small" move.  After an in-home review of the move on October 11, the move went from a small 16' truck size to a 26' truck size. The quote was adjusted to cover this extra cost for the move from ** to **, on Oct *****, 2024. We also were made aware that Ms ****** was under pressure as she had to vacate her premises. The moving date change multiple times and we did begin the move on October 17, 2024. 
  When we arrived at Ms ******** residence, she was only 25% complete with the prepacking (she agreed to being 100% ready when the team was to arrive), therefore we spent much of the day assisting her with packing completion as well. 
  
  The initial contract was for a one day load, transport, and delivery.  However, we were informed during the move on October 17, 2024, that Ms ******** new location in ********, **, was not completed nor did it have utilities. This breach of contract voided the agreement.  As a result of her residence not being ready for occupancy, Ms ****** didn't know what to do and TOP HAT was left in limbo with her household contents to remain in our trucks until she figured out a solution. We did send a team member to assist with moving her dogs, at her request, to the new residence.  They arrived at approximately 10 PM and then had a 3.5 hour return trip back to *** 

  We allowed her household items to be stored in our trucks until Oct 21, 2025, at which time they we informed her the the contents had to be unloaded so the truck could be used for other use.  We finally unloaded her items into 2 storage units she had secured in **************, **, on Oct 22, 2024. 
  Following this date, Ms ****** was in contact with TOP HAT regarding the condition of her new residence in ********, **, but could not secure a specific date for us to reload, transport, and deliver the contents of the storage units.  She also wanted us to basically bring the items from ** to AR for free.  She had paid for the initial services ($2975) but was unable to secure payment for the remaining services.  I offered Ms ****** a discounted rate to move here items, and she had requested a December date.  Our last correspondence was on as follows:
  **** Paulin<*******************************>
  ?To:
  Top Hat Moving Co.
  
  Tue 12/17/2024 1:10 AM
  
  Hello ****,
  
  Due to having unexpected challenging events take place the past week, the area getting quite a bit of rain the past two days, in addition to my struggle with the fact that a move that I initially believed would cost around $2,800, has now ended up to be almost $6,000 and my belongings are not even here.
  I am now in a position of having to think this through and figure out a plan.
  This has been financially and emotionally devastating.
  **** ******
  
  
  We responded in kind:
  Top Hat Moving Co.
  ?To:
  **** ****** <*******************************>
  
  Tue 12/17/2024 6:41 AM
  
  Good morning.  Thank you for the updated details.  When you make a decision, please let us know and we will be happy to get you moving. 
  Have a great day!
  
  
  We have not received any correspondence from Ms ****** since this email thread.  We have gone way above and beyond our initial contract of moving her on Oct 17 and delivery on Oct 18, 2024.  The plans have changed multiple times over the months leading up to the move, occupied our trucks so that they couldn't be used, and she has been undecisive on her moving plans.
  
  
  TOP HAT is a very well-respected small business that is known for exceptional customer service and going the extra mile which we feel we have done with Ms ************* We feel that Ms ******** personal circumstances and unpreparedness for her transition are the fault for this complaint, and not the negligence of TOP HAT MOVING CO. 
  
  Please contact me with any further questions or documentation you may require.  I have also included a running copy of the correspondence and initial contract.  
  
  Thank you and have a great day!