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:10/29/2022

  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.

  These movers were hired to move my furniture, and damaged almost all of it. I called the company to file a claim, and a lady named Shante answered the phone to argue with me, and told me she was going to hang up the phone in my face. This is the same lady they sent to my apartment to assess the damages!!! This lady came into my apartment and pretty much told me that some of the damages were pre-existing! She was not there at the beginning or end of the move. She's going off of what the shady movers said. They lied like they sent 3 movers and I refused the 3rd one. That's what the movers told her, as it was a late move (after 7pm) and I guess the 3rd one was tired. When I asked why the 3rd person left, they said that I only had a 2 person move. It was a horrible move, and the movers were arguing with me. By the time we got from the house I was moving out of to the apartment I was moving into, my son came to support me, as he'd heard them arguing with me on the phone when he called to check on me. The company pays for damages by the weight of the furniture. Shante stated that all of the furniture that was the heaviest already had those damages, and she went on to state that my son was helping with the move, but he was not. I was denied damages to the heavier furniture because Shante "said" it was pre-existing and lied like my son was there helping with the move, when he only showed up at the apartment to make sure his Mother was okay. If those damages were pre-existing, they would've wrote that down before they started the move, but they didn't, because those damages were caused by them. Totally bogus company, and I want to be reimbursed for all of my furniture that they damaged. I reached out to who I believe the owner is, and he has not responded. He sticks to his denial, based off of what Shante (who was never present) is telling him. His name is Chuntami ******.

  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/12) */
  On July 26th Ms. *** booked with an apartment locator to have her belongings moved from a home in Seagoville to Dallas on July 28th. This move was assigned to us and being such short notice and during peak season availability was limited; therefore, Ms. *** booked the 4-7pm arrival time.
  
  On July 28th, Ms. *** contacted us directly asking if we could arrive closer to 7pm, we agreed.
  
  Our crew arrived a few minutes after 7pm but once they parked and did a walk through their start time was 7:15pm. Upon arrival a three man crew showed up and offered the customer a three man crew given the furniture she had. Umove for Free (the apt locator) pays for a 2man crew and for 2.5hrs. Customer declined, therefore the third man left the site. Movers also asked the customer if she wanted her items wrapped in blankets and wrap, which she agreed to.
  
  When movers arrived to the drop off location, Ms. *** made it clear to the movers her dissatisfaction in how long the move was taking. It was explained to her the time it took to wrap her items, the distance in where she moved to along with the long walk and elevator at her drop off location all contributes to the time. At the drop off location the movers began to bring the customers items up and unload right by the elevator on the customers floor to later take to her apartment once they brought everything up not leaving items unattended for too long. When movers came back up with more items, they noticed the customer and her son were moving some items to the apartment to save on time. While we understand some customers want to help to save time, the movers make it clear that we are not responsible for any items moved by anyone else other than the movers. All items customers move were without dollies since our movers were utilizing ours.
  When the movers moved the customer's sofa, which according to the manufacturer weighs 950lbs, it was moved on a furniture floor dolly. Ms. *** was upset that the movers didn't move it by hand. Being two movers this would be dangerous and negligent for them to have done so. At the dropoff, the customer and her son moved the sofa by dragging it because carrying it would have be impossible for two people causing it to become loose on one arm. Attached is a picture of one end table and sofa wrapped to show the apartment locator how some items were wrapped in case the time of the move was disputed.
  
  As mentioned, the customer was concerned about the overage so the mover were instructed not to put items in their respective places. All items were placed in the dining/living room area. Therefore, items would have had to have been moved after the movers left.
  
  Once the move was done, the customer was upset and called the office to notify us that her end table and dresser were damaged. When I asked her if she and her son moved those items she became upset and began to yell and used obscene language. Ms. *** was warned to refrain from that kind of language otherwise the call would be disconnected. She continued therefore call was disconnected.
  
  Usually claims are denied when customers assist with the move however, in an effort to resolve this matter we offered Ms. *** a settlement amount for one of her nightstands and the cocktail table according to the state's liability ($0.60 per pound).
  
  Ms. *** stated in her complaint that we choose these two items since they were a lesser weight. However, that is not true.
  
  When the damaged items were looked at in person, it was brought to Ms. ***'s attention that all the damages were not recent. The dresser and end tables damages were smooth compared to the recent ones from the cocktail and one nightstand. When wood is damaged it tends to smooth over with time due to the oils it releases. The damages on the dresser and end tables were smooth and discolored meaning they were exiting.
  Also, the damages to the end tables were both inside and outside of the legs (see photos). This would be inconsistent with movers damaging by dropping or hitting it against the wall. That damage is consistent of a vacuum or something coming in contact with it overtime. Also, as the customer stated all items were wrapped. The customer took a photo of the end table damage right after our mover (who will be in the photo) unwrapped it and hadn't even put it on the floor yet in the home. Had our movers damaged that end table it would have been in the new home but then there would be damage to the wall or whatever it would have came in contact with. In the photo you will see the blanket on the floor it was just taken out of and the customers walls are white, hall walls were yellow confirming item was unwrapped in the apartment and not in the hall. Also, only one night stand had damaged, see photos. Coffee table did have recent damage and appeared to be from knicks. While we are not sure if that was done by us or the customer we still considered it in the settlement offer.
  
  I will also provide photos submitted by the customer when she first notified us of the damages. This will show that the dresser and nightstands had to have been moved around by the customer days after the movers left.
  
  As for the long dresser, that had no damage to it either.
  
  We will also include the contract where customer signed off on declining a third man, acknowledged she and her son helped move and initialed where it states we reject liability if items are a certain weight limit and the right amount of men are not booked.
  
  At this time, we stand by our decision in the settlement offer given to Ms. *** on 10/25/2022.
  
  
  Consumer Response /* (3000, 8, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all, everything she said in her statement is a lie. I never called rushing then to my house. I called because the move was scheduled between 4pm-7pm and it was getting close to 7pm, and I had not heard from them. They arrived after 7pm with 3 men. One man asked to use the restroom. I pointed him in the direction of the restroom, and upon my return from another area in the home, he was gone. I asked one of the 2 men that were there where he was, and they said that I had a 2 man move, not a 3 man move. I was never offered a 3 man move. As for the furniture wrap, the person who is lying in the statement that she has submitted called me and told me that my furniture would not be covered, if I didn't agree to use it. So, I agreed to pay for the wrap. However, when the movers got to my house, they stated that they had run out of tape, and asked to use my tape. I provided them with "regular" tape, as I didn't have "movers" tape. Therefore, most of the furniture that was wrapped was not secured properly with the proper tape. At no time was I rushing anyone to move anything, as it took them over 5 hours to move a 1-bedroom apartment worth of furniture because they kept taking breaks and using my restroom. None of my furniture was ever damaged by a vacuum, as my house had wood floors, and I don't vacuum wood floors. None of the furniture had been moved since I moved to the house, because it was too heavy, and I have health issues that would prevent me from moving such heavy furniture. The wall in the house was damaged because the movers had to move the couch around a corner, and they were trying to push the couch around a corner. When I tried to tell them how the furniture store that delivered the furniture was able to take it around the corner (by standing it up and tilting it) they did not listen and continued to try to drag my large sofa around a corner that it clearly could not fit around. That's how the wall was damaged, and that's how the damage to the sofa occurred, since it was not wrapped properly anyway. My "regular" tape was not strong enough to secure the blanket that they had. At no time was my son helping me move furniture that the movers were being paid to move. When we got to the apartment from the house, my son came over to help me move some storage tubs, clothes, etc. that I had packed into my personal vehicle. These are items that were NOT included in the move. We have cameras in the building where I live, that can collaborate this information. Now one of the men that were moving the furniture had asked my son to pick up some furniture and help him move it, and I told my son not to touch that furniture. That particular man had been arguing with me most of the night, because he was mad that he had to come back and relive another man who had left (no knowledge to me until I saw the other one return) stating that the one who had left had "hurt his back moving my heavy sofa". When those movers arrived, they were already exhausted, as I was the last move for the day. My furniture is heavy, but I thought that's what movers are paid to do, move furniture, no matter the size or weight. I took pictures of the furniture that the man was holding, AFTER he agreed to hold it up, so that I could take pictures of the damage before he left. He left the trash behind because he was angry. He stated that I could empty it myself, since I have trash rooms in the building. I did call the person who made the statement immediately after the men left, because I was going to leave a message with the office about this situation. I did not realize the lady who provided the statement to you all would be answering the phone. She answered it angry and mad as soon as I started to talk. She did not give me the opportunity to explain myself, as she was obviously repeating what one of the men must have apparently called and told her. She started off by accusing me of refusing 3 men and having my son help me. She would not listen at all. At no time was I cursing her out on the phone. All lies. At no time did she hang up on me. It was actually me who hung up on her, as she was being unprofessional, belligerent, and not trying to hear anything at all that I was saying. I filed a complaint with the company. They said they would send someone out to access the damages. And who did they send? They sent the very person that was on the phone arguing with me about the events that occurred, although she was never present before, during, or after the move. She was in my home trying to argue with me about how she felt that the damages were already there. If the damagers were already there, as so-called professional movers, why didn't they document it before they started moving? Because there was no damage before the move began. It's as if these people are in cahoots together and had already determined the many lies that they were going to tell to try to protect themselves. They were rude and unprofessional, and all of the damages to my furniture occurred at their expense and was NOT already there. At no time did I argue with those people, or state that I was dissatisfied with the time. I am a Federal Law Enforcement Office, and money is not an issue for me. I was more concerned about the treatment and care of my furniture, than the time it was taking. I was told in the elevator of the apartment complex by one of the movers that I needed to pay the $200 in cash up front, as I was already outside of my scheduled move time. So, I paid the money even before they had finished unloading all of my furniture. The movers were never instructed to just leave furniture anywhere. They were instructed to put the furniture in the appropriate rooms, as it is heavy furniture, and I could never move it on my own. All fabricated lies with no proof. If my signature is located anywhere on any form stating that I refused movers or anything, or that my son assisted with moving the furniture, it was forged, and all lies. I am absolutely repulsed by the accusations of the moving company, and their unprofessionalism. As I never signed anything they're lying about me agreeing to. I have since filed a claim with the court, and this company will be served accordingly. Then I will see if their lies will hold up in court. I speak nothing but the truth and have no reason to present lies about what happened. It was a horrible situation and have left me stressed about why someone would blatantly lie like that. Lastly, as I forgot to mention, one of the movers (white male) had offered to paint the wall that was damaged, as he felt bad about it, knowing that it was their fault. I declined his offer.