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:12/27/2024

  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.

  On Saturday December 16th. My wife and I moved from our residence in ****** to a rental house in *******. The moving company The Move Place moved our furniture to the house in ****** to *******. After moving boxes & a night stand we noticed a hole in the flooring. This week my wife reached out to the moving company and they keep denying the damages caused on the floor.

  Business Response

  Date: 01/15/2025

  Dear BBB and Mr. ********************** you for bringing this matter to our attention. At The Move Place, we take great pride in providing quality service and addressing any concerns our customers may have. We value your feedback and are committed to resolving this issue fairly.

  
  We would like to clarify the following points regarding the situation:
  

  Service Details:
  Our team completed your move from ****** to ******* on December 27th, 2024. After delivering your belongings, we received no immediate notification of damages during the post-move walkthrough, which is standard procedure for addressing any potential concerns.
  

  Subsequent Report of Damage:
  Five days after the move, you contacted us to report damage to the flooring. While we understand your frustration, it is challenging to determine liability given the time lapse and the reported movement of additional individuals and items in the home during and after our teams departure.
  

  Liability Coverage:
  As outlined in the terms and conditions agreed upon prior to your move, the standard carrier liability we provide is a flat rate of $50 unless additional coverage is purchased. This policy ensures transparency and fairness for all parties.
  

  Goodwill Gesture:
  Despite the outlined liability terms, we recognize the inconvenience this situation has caused. As a gesture of goodwill and in the spirit of customer satisfaction, we offered to exceed the liability amount and contribute $150 toward addressing the issue.
  We believe this offer reflects our commitment to assisting you, even beyond our contractual obligations. However, we also must operate within the boundaries of fairness and the terms agreed upon.
  We hope you will reconsider our offer, as we are genuinely seeking a resolution that reflects both our companys integrity and your concerns.

  Sincerely,

  
  

• Initial Complaint

  Date:05/30/2024

  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.

  They came in 2 hours late. One bedroom apartment move, one big couch only, dining table and chairs one dresser, one mattress and foundation. Ruined my mattress, my one couch. Took long intentionally, yet still damaged my furniture. Took them 6 hours. Place we moved to was .25 of a mile. I called them and told them (*****) about the furniture damage they responded with, well you didnt purchase our insurance. I didnt care to go into how many times *** moved in my life to know how long it actually shouldve taken, or how they were late, and still charged for time they were not there. Or even how somethings were left, just so they can have chance to go back and get it. Do what you want, but you cannot damage my small amount of items and my possessions. We paid them some money in cash as well, and they charged us more, not taking the cash in consideration. So they were late, they lied, they damaged my furniture, and they stole. I tried being civil. It did not work. Oh well, *****, your loss, big loss, huge loss. I was just wanting to support a black owned business, and be civil about it. So no more being civil, hope you have insurance!

  Business Response

  Date: 05/30/2024

  To whom it may concern:

  We have no idea who this is.  No email, no move date, Full name not given just rambling.  This cannot be real.  They must leave correct name, email, date of move as well as address to address the complaint properly.

   

  Respectfully submitted

• Initial Complaint

  Date:05/03/2023

  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.

  I secured a residential move with The Move Place Mar. 25, 2023 in the amount $14,452.00. The contract was for two 26ft. U-Haul trucks and a crew of at least 4. This included disassembly and reassembly of furniture and leaving directly after loading. Pick up time was for 4-14-2023 between 9:00 am - 10:00 am. I had spoken with both ****** and ****** to book this. On move day the company did not arrive until after 12:00 pm and they brought two smaller U-Hauls that were 20 ft in size. They were unable to fit all our belongings into the two smaller U-Hauls and my husband had to load our remaining belongings in his truck. The drivers stated that they were tired from packing and would not be leaving until that next morning at 3:00 am (not what we agreed upon). They arrived 4-16-2023 after 12:00 pm. Only the drivers arrived and no moving crew showed up as per contract. My husband had to help unload the first truck. He recently had knee surgery and that was the reason we hired The Move Place. We had to contact other family members to come help ** unload the second truck. Also, all furniture was not reassembled. We paid for a full service and received a fraction of that. We are seeking a refund in the amount of $1,500 for serviced not rendered and our labor. This was very stressful on our family and very unprofessional of the company.

  Business Response

  Date: 05/04/2023

  To Whom it May ******************** you for the feedback, ***********************. Im sorry to hear that you had an experience that was below your expectations.   Our goal is always to hit the bullseye on any given moving experience. Unfortunately, on this occasion you feel we didn't.  Our company quoted you a price and after a few weeks you decided to go with **. We showed up on move day with 7 guys before 12pm.  Keep in mind we are 2 hours from your origin.  Your husband told me, as well as the guys, that the movers did an excellent job loading the trucks and were very polite the whole day.  After loading the trucks around 7pm we drove back to our home office for the movers to leave between 3-5am. Our arrival time in ********** was Sunday before 12pm because your husband told ** he wanted to be there before his flight at 4pm. Our drivers are the same movers that loaded the truck.  So they were going to unload the 1st truck and come back the next morning to unload the 2nd because the movers we had to help did not show up.  We talked throughout the day and you wanted them to finish.  They had just driven 24 hours to accomodate your husband's schedule.  We told you we would be there in 2 days in which we were. We are extremely sorry that our help was not there but we had movers scheduled for Monday morning at 8am. You called some family members to help them unload boxes in the garage from the 2nd truck.  Most companies arrive within **** days we did it in 2. The very next day we talked to you and we sent a $400.00 check out to you immediately which was not disclosed. I am sorry this happened on your move but this is definitely not the norm.   Im sorry our business did not meet your expectations, and we appreciate you sharing your feedback. I promise you we will do better.

  
  We hope to have the chance to serve you again.

  All the best,