Complaints

This profile includes complaints for Black Tie Moving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Black Tie Moving

  1165 S Stemmons Fwy Ste 154 Lewisville, TX 75067-5335

  
• 

  Black Tie Moving

  6136 Frisco Square Blvd STE 400 Frisco, TX 75034-3251

  
• 

  Black Tie Moving

  1000 W Crosby Rd STE 114 Carrollton, TX 75006-6961

  

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:08/14/2024

  Type:Billing 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.

  Black Tie Moving provided a quote based on a phone call describing a pending move a short distance away. On August 9th, 2024, the day of the move, they arrived over an hour late, were very slow, and broke a large desk. By 5:30pm, they called in 2 additional men to help the original 4 as they had still not loaded the trucks in their entirety. The crew had said there was a hard stop at 10pm but this was not accurate and the office called to say they had to stop at 9pm and all of our personal belongings would have to remain on the trucks that would be taken to their offsite warehouse overnight and they would have to return the next day to finish the job. The expectation was this was a 1 day job. When the main office called at 9pm to collect payment for the work done that day, the total exceeded the quoted amount due to the additional labor required due to the inefficiency of the original 4 men. The crew claimed to the office that they were slower than expected due to having to pack our belonging for us which was entirely false and there are photos of our packed boxes on their truck to prove this. I disputed the amount and told them it was not approved and I needed to speak with the *** **** Black. While I was on the phone with him around 9:05pm on 8/9/24, our credit card was run for the full amount without my authorization. They then returned on 8/10/24 for another 6 hours to finish unloading the trucks and complete the job. Upon returning to my residence where we moved out of, I found there to be a LOT of items that were not moved, not packed, and left for us to deal with.

  

  Business Response

  Date: 08/15/2024

  Hey- We ended up splitting the cost on the second day of this move to accommodate the changes. Unfortunately the clients were not fully prepared or packed. Now they are claiming our team did not assist in any packing. Even though they did not request packing services our team still helped. They even asked our Ops Manager, **** to deliver boxes to help complete. The move ended up being over 2 trucks with a 4 man team, so we had to push into a second day primarily to cover that. Our estimate ended up being a bit off here due to customer not setting up a time to do a survey with *** or submit any sort of inventory sheet that *** sent him. 

  Customer Answer

  Date: 08/15/2024

  I am rejecting this response because:   

  I am attaching photos and videos to show that we packed ourselves in our own boxes. The claim that they packed us and used their boxes is false with video evidence of the boxes left behind and unused. The house was left in total disarray and was not packed by them. No one wants to take responsibility for an inefficient crew but it shouldnt result in the customer having to pay more than expected. The crew showed up late, worked slowly, and blatantly told the office lies to account for the extra time. The attached bookshelf is a great example of them "packing" us. It was shrink wrapped with loose items inside. Also attached is a picture of our boxes on your truck. Not a single Black Tie box is present. A custom desk was broken as well. Additionally, I did not authorize for the extra charges to be processed on my credit card on 8/9 but the card was run regardless. Black Tie seems to be operating on their own terms without any consideration for the customer or any sort of standards. I am happy to pay for what I agreed to but did not authorize the additional charge and expect them to make it right. 

• Initial Complaint

  Date:08/10/2024

  Type:Billing 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 utilized Black Tie Moving for both our packing and moving on July 29, July 30, and July 31, 2024. As for the packing, it was unprofessional and incomplete. But the moving services and subsequent unauthorized billing are the reason for this complaint. First, the move was quoted and billed as two trucks and six movers; however, there were only two trucks and four movers (so we were billed for two additional movers that did not show up). Second, because they sent a smaller crew, the move did not get completed on the first day. When I called about getting the move done at the end of the first day, I was told the first day move would be discounted to the correct rate, then was told I was given the wrong discounted rate, then was told the rate was (I believe) going to be $260 plus a friends and family discount of 10%, then never received the discounted invoice, and then my credit card was charged without my authorization. Third, I was also told that the second day would be two trucks, six movers, and discounted to get the job completed. The second day was two trucks and four movers, initially. Later, two additional movers showed up at which point two of the original movers effectively stopped working (so we still were at two trucks and four movers). Nevertheless, we were billed as if two trucks, six movers, and no discount as was promised the day before. I still cannot make any sense of the invoice and Black Tie charged ~$4,000 of the move to my credit card without my authorization. Despite multiple attempts to resolve the issue, Black Tie has not responded.

  

  Business Response

  Date: 08/29/2024

  We did made a mistake and sent the wrong crew size so we gave him 10% off for this. They however were NOT incorrectly billed. He was charged $329 and crew adjustments were made to accommodate the other 2 movers added later in the day. If he would check his invoice he would see the rate was corrected. Closeouts tried billing him for a rate that wasn't accurate so I corrected it for him and let him know it was actually lower than initially presented to him. His card was in fact charged with the authorization that he signed on the paperwork. We expressed to him we would add men as able as this job was not initially on our calendar but will send guys as needed until completion, which we did. He is entirely mistaken about the billing issues here. If he would check his invoice vs. estimate he would see that. 

• Initial Complaint

  Date:05/29/2024

  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.

  I hired Black Tie Moving for a small moving job. They were to move a washer and dryer and two fridges between houses. The movers damaged both fridges one was visibly dented while the other's door will no longer shut. Additionally, they deeply gouged the door jamb while moving the fridge into one residence and stripped the screws on the door of another residence. The mover stated he would help me file a claim but told their company on the phone at closing there was no damages. I have filed a claim and called but have received no response and been hung up on when I called. I would simply like the cost of repairs covered for the door jamb and the fridge door.

  

  Business Response

  Date: 05/31/2024

  Hey *****, I am sorry to hear about this damage and how it was handled. Unfortunately I do not see a damage claim with your name. Can you please send these damages with photos to ********************************** I will make sure you are taken care of today. Please note, we will send a repair team out for any physical damage! As far as the fridges, the coverage you selected for your move was the standard cargo coverage. This coverage pays out based on the weight of any damaged or lost item, at 60 cents per pound per damaged item and has a zero deductible. I will simply need the approximate weight of the damaged items, then I will do the calculation. Thank you for your concerns, we will take care of you!
  

  Customer Answer

  Date: 06/09/2024

  I have submitted my information to Black Tie Moving  via email but have yet to hear anything from them. I will inform the BBB if I receive a response. 

  Customer Answer

  Date: 06/12/2024

  I am rejecting this response because:   I have submitted my information to Black Tie Moving  via email but have yet to hear anything from them. I will inform the BBB if I receive a response. 

  

  Business Response

  Date: 06/17/2024

  Hey- We are currently working with *************** on all of these damages with our claims department. We have already put him in touch with our repair team.

  Customer Answer

  Date: 06/17/2024

  I have been in contact with repair techs. The repair techs have not yet agreed to fix the scratched and gouged door jamb of the front door fo the **************** property. They have also not stated how they will handle the door dings in my new fridge at the ******************. The only thing they have offered to fix is the door hinges of the fridge at 316 cheval which I stated I had already fixed and do not need repaired.

• Initial Complaint

  Date:07/21/2023

  Type:Billing 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 scheduled a move with Black Tie and the team was supposed to arrive between 8-9am on July 3rd, 2023. They arrived at 4:30pm AND they were high, hungry, and overworked. They also didn't have the basic tools needed to take apart furniture (i.e. ***** wrench). I am seeking at least a 50% discount for all of this unacceptable, unprofessional service and have been trying to get in contact with my operations manager for weeks now with no response.

  

  Business Response

  Date: 08/08/2023

  We communicated to the client first thing in the morning that we would be arriving in the afternoon between 1-4pm, rather than the morning time slot. Our team did arrive a little later but we were in communication with ***** about this. ***** made no indication that she was upset at this time. She also made no indication to management that the crew was high. This is unacceptable and had we known this we would have replaced the crew immediately. Our crew was not "overworked" and they finished her job faster than what was estimated by an hour. She paid about 300 dollars less than what she was quoted. She also received a discount for the late arrival. ***** did have our Operations Managers number and the last text /call communication he has from her was the day of her move. Our Operations Manager did try calling her when he was informed she was upset but did not get a call back. 

  
  

  Customer Answer

  Date: 08/08/2023

  I am rejecting this response because:   Four comments in the response are false. 

  1. I was strung along all day since they kept trying to get a team out there within the next hour or so. They did not fully commit to the 1-4 timeslot until it was 1pm. Then they told me it would be 4:30pm. I was told trucks were breaking down and the scheduling got messed up so we had to move half our house on our own as we waited.
  2. I was absolutely making an indication that I was upset by calling every hour or so to see when they would arrive (with a not-so-friendly tone Im sure) and asking for a discount for the terrible customer service.
  3. The crew complained multiple times about not getting breaks, being rushed from one house to another, not getting lunch, and being at it since 7am when it was 10pm. I would call that overworked. 
  4. I have called and texted ******, our 'operations manager', multiple times since our move - probably 5 or 6 calls, 1 text (attached screenshot) - no response. I called the customer service line for ********************** Tie and they said theyd get me in contact with his boss - no response. My real estate agent, *********************, talked to the owner of the company I believe, no help. 

• Initial Complaint

  Date:03/07/2023

  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.

  The rates and/or services provided at the initial scheduling and deposit payment was not what I was billed. In addition to a lack of communication, all my attempts to make contact have been ignored by the company after they charged my credit card, an unauthorized amount. I should've been charged a flat rate of $219 with an additional rate of $219 per hour. Unbeknownst to me, at completion, they charged me a bunch of undisclosed fees and charges adding up to an additional $600. Four business days later, and still nobody from management or billing has taken the time to contact me. I have the original phone call recording outlining all fees and services included with the pricing that I agreed to at the time I pay the deposit to schedule the move. The invoice I uploaded below clearly shows several undisclosed fees and charges that were never communicated prior to the move day or discussed before starting the move. Only my after the job was completed, did these charges come to play. I tried uploading the audio recording, but it wouldn't allow that type of file. I feel I was not only taking advantage, but cheated without any opportunity to discuss the additional charges. They told me they would have a supervisor contact me to discuss the charges before running my card. That never happened, and they ran my card anyway. Every shading business practices. I do want to mention that the actual guys who moved our stuff were absolutely amazing and went above and beyond. This situation could have and should have been handled differently. It's specifically a management problem.

  

  Business Response

  Date: 06/13/2023

  I will have my finance team look at this immediately  and reach out to the customer to get it resolved. My apologies for any delay in the process. 

   

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

   

  CEO

  Customer Answer

  Date: 06/22/2023

  In all honesty, ** not surprised it took them 4 months to respond to this complaint. It took two weeks to get anybody to return my calls, text or email when trying to address the discrepancy in what I agreed to and what they charged me. They only responded after I wrote a negative ****** review.
  

  With that being said, they did reimburse me for all the additional charges and fees that were not communicated in the initial verbal agreement and scheduling process by phone.