Complaints

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

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  Carmack Moving & Storage, Inc

  7301 Bull Run Post Office Rd Centreville, VA 20121-2108

• 

  Carmack Moving & Storage, Inc

  14790 Flint Lee Rd Chantilly, VA 20151-1513

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:11/07/2023

  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.

  Below are the details I sent to the company and to date no response. In Sept I hired the company for a move and there were damages to my new home. I submitted a claim and requested for repairs. The company has been non-responsive. All I want is to have my home repaired from the damages done by their movers or to issue a check for $1500 so that I can hire someone to fix the repairs to include my time and inconvenience for contacting this company numerous times without a response or settlement to remedy this matter Excerpt of My Email to the Company Dated 2 November. Greetings I'm writing to let you know about an unresolved claim I submitted on 9 September (email and pictures below). To date still no response or update. Kindly request for someone to come to my home to fix the repairs that was done from my move. I have contacted the office and *** but to no avail. There was one attempt by ***, in which he stopped by my home and I missed him but immediately called him back (15 min window) and I was told to reschedule with *** and have been doing so ever since. I am a repeat customer and prior to this incident I was very pleased with your moving services. I am very frustrated about the lack of follow up and care not received regarding this matter. If I do not receive a response and repairs from the damages. My next contact will be to: ******* ***** *******, Attorney General, US Dept of Transportation and any other Federal Agency to assist me with this matter. Below for your information are the dates, I contacted the office to include ***. 9 Sept - first claim submitted 15,20 Sept - another email sent to the office 8,11 Oct called *** and text him 18,19 October called the office 2 Nov, this email I look forward to hearing from you and am ready to schedule a date to resolve this unresolved claim. Regards, ***** ******* ------------------------

  Business Response

  Date: 11/20/2023

  ****************** was a repeat customer and unfortunately the items she wanted put on the 2nd floor were too large. The crew *should* have advised her that damage could occur before attempting the moving the items upstairs . That is on us and the crew. Sadly, there was some damage to the drywall and steps. 

  Operations talked to ****************** and agreed that on 09/20/23 8am the repairs would be done.  *** arrived at 7:45, called her 2x, knocked and rang the bell. No response.  Waited until 8:15 and left. At 9:40, she called and left a message (not 15 minutes later).   Operations was  at another appointment and then out of town and was not able to reschedule.  

  This is where the office and operations miscommunication happened. Operations was waiting for the office to give the all clear on the claim deductible before rescheduling the 2nd visit. The office thought Operations was taking care of it.  She did call the office and *** several times; each thinking the other was taking care of it.   Because it was an internal miscommunication issue, the office called ****************** to schedule the revisit and took care of the deductible. Which she said she appreciated but she was out of town until 11/27.   We promised a call back to reschedule after Thanksgiving.  We are very apologetic and acknowledge there was an extreme delay in getting the revisit scheduled however after the call  ****************** has reversed her payment for services through her credit card company.    We would like to make things right by scheduling the repairs, however with the payment for services ($1,900) unresolved it will make it more difficult to get this matter resolved to either party's satisfaction, 

• Initial Complaint

  Date:07/28/2023

  Type:Delivery 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 had a marketing manager for Carmack Solutions come out and give me an estimate to deliver my things from VA to Charlotte. The manager appeared very nice and I explained that we were moving but wouldn’t have a place to live until the latest July 3rd. He said this would be no p***lem and provided and estimate for 11,800 to pack and move my items after walking throughout the house doing inventory. He also noted the delivery date spread from July 3-July 10th. I paid the deposit of $1180 and after my pickup, my family and I moved to Charlotte. My husband suffered a medical emergency but when i got the call from ***** on June 30th telling me I had to have an address by July 3rd to be delivered on time I found a place. I called back July 3rd to give my address expecting delivery by the 10th. I was speaking on a panel out of town the following weekend (13-15) and wanted my items before then. I called several times being told that they were waiting for me to be put on the schedule. I also sent a follow email. I got a call on 07/07 from ***, the operations manager, stating they were busy and overbooked for the summer and couldn’t deliver our things until July 24-31. We were upset but waited. On July 25th, I called about my delivery and was told that if I wanted it delivered on Thursday I would pay an expedited fee which we refused. So he said it would be delivered on the 31st. Then two days later I received a bill for over $21000 which included over $8000 of storage fees. How are we paying storage fees when they delayed our delivery? When they were overbooked? They breached their agreement. The operation manager tried to lie and say that he was going to deliver it but I said i was going on vacation. This was a lie because I was in the hospital room every night with my husband until July 13th, which was outside of the delivery window. They didn’t even schedule us. Then he lied and said he didn’t have any delivery dates which is another lie. We have all the tape recordings

  Business Response

  Date: 08/22/2023

  Per the signed confirmation, delivery was not guaranteed for the requested dates since there was no destination address.  Customer requested to observe the weight of the shipment, information sent on how this could be accomplished. No Response.  On 6/23 we sent the normal ready set go email to notify the time the crew would arrive on the 25th for the pack and on the 26th to load. There was more packing to be done than estimated.  Carmack packed and picked up the belongings of this customer but still had no address for delivery.  Attempted to call the number for the customer on the 26th, voice mail was full, sent an email instead.  No response from customer.  On 06/28/23, tried to reach customer again, as trailers were being loaded for delivery the following week and needed to know the address, which trailer the shipment would be. No answer, no response. June 30th, tried again, not able to reach the customer. 
  
  07/03/2023 Customer called and gave an address in Mooresville and was told that operations would need to determine when the delivery could be scheduled. Customer informed that they would be out of town starting on Thursday.  7/06/2023 Customer called and gave a different address, again stating would be out of town later in the week.  Logistics of a full schedule required operations to determine when the shipment could be loaded from storage at this point.  Delivery scheduled for 07/24-07/31/2023.  Customer called about getting delivery before the weekend due to wedding and needed her things. Operations, checked on possibility of expedited/exclusive use to get her things to Charlotte before the weekend. Customer did not want the additional cost.  
  
  Because there was no destination address, a trailer leaving for North and South Carolina had to leave without their shipment and their belonging off loaded and placed into storage. Incurring additional labor costs and warehouse costs. 
  
  When the customer received the delivery charges, there were several phone calls from the customer and the office, operations, and sales. Customer was very upset at the charges and using language not appropriate. 
  
  Per FMCSA guidelines, the delivery charges were recalculated to be delivered and the shipment released at 110% of the estimated charges and no more than 15% of additional charges with the balance due in 30 days. The packing was more than estimated, the weight of the shipment more than estimated, and the customer requested a reweigh at the time of delivery. The reweigh of the truck, with the customer present of the heavy weight, and then the weight taken after the shipment was unloaded yielded that the shipment was even higher. Customer is now disputing THAT reweigh as well.    
  
  The company needed to service several other shipments and could not hold the trailer; incurring costs to store the shipment safely until it could be rescheduled.  The summer is the busiest time in our industry and rescheduled as soon as possible.  It was unfortunate that series of events and circumstances for the customer collided with full schedule but there was no purposeful delay or unpublished charges and no wrongful actions of the company, 
  

  Customer Answer

  Date: 08/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: *** is not being honest. Please listen to the recording. Both the original estimate and the bill of landing has the delivery dates of July 3-10th. He never put me on the schedule. I only became upset when I realized how dishonest this company was. He’s told me the reason he didn’t deliver was because he was overbooked and busy, which isn’t my fault. I was dealing with an emergency situation and my husband was in the Charlotte hospital until the 12th. They caused so much further stress and aggravation. 
  
  As you can see from the picture of the estimate, the delivery date was July 3rd to July 10th! The sales person knew from day one about my address situation but ensured delivery in this window. The delivery dates are again mentioned on the initial bill of lading in the notes. They had an address but didn’t have the manpower to deliver but tried to charge me over $8000 for storage because of his inability, not mine. 

  Regards,
  
  ****** *************************