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:03/20/2024

  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.

  During our move last summer, a few pieces of furniture were damaged. We just want to get those pieces fixed. We've been trying to get the moving company to either fix the furniture pieces or pay to have them fixed since last summer. Initially, they came out to observe the damage and we assumed they would find someone to fix it. However, in the fall they said we would need to get an estimate. Since we just moved to the area from out of state, it took us a month or so to find someone to even give us an estimate (which took a while as well). As soon as I received the estimate, I forwarded it to them. I finally had to call my contact there, ******* *******, and he indicated that the estimate was quite a bit and he would have to check with the owner. I've not heard anything since. This has become the pattern. We just want to get our bed and 3 chairs fixed. (I also learned that the gentleman that caused most of the damage was let go shortly after our move.)

  

  Business Response

  Date: 03/20/2024

  Hi, Mr. *******Im sorry your move didnt go as smoothly as expected.  Attached is the contract that you signed.  What we offer is .60 cents per pound or full coverage insurance which is an extra fee and has a deductible.  What you are wanting us to cover is full coverage insurance but what you choose was the free insurance which is .60 cents per pound.  In your case it would cost several thousand for full coverage plus the deductible would of been more than your claim.  You chose .60 per pound and we are willing to honor that.  We aren't sure we are at fault for these but we are willing to pay what we agreed on for these.  Let us know who to make the check out to and where to send it and we can mail it this week.Estimated weigh of a  dining room 20lbEstimated weight of bar stool 20lbEstimated weight of headboard and footbaord 200lb240lb total is $144We would be willing to pay $144

  Customer Answer

  Date: 03/20/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  That offer won't even fix one of the pieces that they damaged. They need to take some responsibility for the employee that was running with our furniture and banged it on the brick steps and dropped the chair off the truck. I fixed the damage to the wall and the entertainment stand myself, but I cannot fix the other items myself. I'm not trying to be unreasonable, but I need some help.
  
  Regards,
  
  ***** ******* 

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service 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.

  The moving date was Feb 9, 2023. I had alot of boxes and bins and very little furniture. The gentleman that looks at the household to be moved came Feb 8th. He advised me I had alot of things that still need to be packed. I advised him everything would be packed for his movers, that I have moved many times in past and know what to do. He mentioned several times his concern over paperwork spread out and other items that needed packed. When the movers arrived I advised them that every box was labeled as to where it went. I also advised that at the house I was moving to every place had large signs on doors and walls as to where things go. The movers were fast and professional, however my boxes are not where they belong. The ******* technician couldn't hook up my wifi as he couldn't get to walls as there was no space for him to walk. I was delayed over one week of getting wifi as I had to wait for movers to be sent back to my house to pull boxes from walls. I have gone to each box in every room and have added another label as to where boxes go. I had asked, specifically, that items in basement be kept separate from house items.i found my spices in basement, the legs to my shelving units, that are in basement are in my bedroom. I have found books for living room in basement. The boxes in living room go to other rooms. Very frustrating. It will cost me $200 to hire someone to come and move my boxes and frankly I don't think I should have to pay for what was not completed. I had everything packed and ready to go when movers arrived. I am disabled and have been trying to just move around in rooms but it is impossible for me to do so. I would like them to finish job or reimburse me the $200 it will cost me for someone to move. Thank you

  Customer Answer

  Date: 03/08/2023

  they did move all my items to my new residence.   they just put boxes in all the wrong places. i have no way to clear out a room to start setting up my home.  

  

  Business Response

  Date: 03/13/2023

  I am very sorry to hear you arent happy with your move especially after we went above and beyond what any moving company would of done to help.  We received your call on the 8th the day before your move because you said your previous movers came out that day and even though they were supposed to move the next day they cancelled on you because they didnt think you were ready to be moved.  Despite knowing this we made time to come out on short notice and came out the same day.  Even though we agreed with the previous movers assessment and didnt think you were ready to be moved we wantred to help you because we felt an obligation to help you in your time of need.  Even though we were short handed the GM ******** volunteered to get a crew together and come out himself the next day.  We even agreed to help you pack what we could for you and give you a 10% discount.  On the day of the move because you were very unorgainized and things werent properly packed or marked.  Also, many boxes were previously used so there was two locations on them.  For example a boz would say kitchen on side and basement.  Because of that and the fact that because of your disability you couldnt stand by the door and direct it made it very hard on the unload.  We did the best we could under those circumstances and put everything where we thought it should go.  We even sent two movers the next day for FREE for a few hours to again move stuff around for you.  Another problem is you had to many belongingd for a small place which also isnt our fault.  If you do need more space we do have self storage and would be happy to help you move some stuff there. So to recap your movers cancelled and we came next day with less than 24 hours notice to move you knowing you werent ready.  We gave you a 10% discount.  We sent out our best movers and sent out 2 for free the next day for more than an hour.  Its very disappointing after all of we did for you that you would complain about the service.  But again if you need help moving some stuff to storage please give us a call we would be happy to help but we arent doing it for free and we arent giving a $200 refund because we feel we did nothing wrong and went way above and beyond!

  Customer Answer

  Date: 03/13/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ****** ******
  I do not believe this man knows which client he is talking about.  I NEVER had any movers cancel on me.  I contacted American movers on January 18, 2023, to speak with ******* (I had spoken with two different men on two different calls.  I advised ******* that i was moving and wanted to get information about the company.  He gave me information, asked me questions, and told me the man who comes out to the house to check on items to get an idea of how many movers needed, etc, was on vacation and would contact me the following week. I  told ******* the move would be in a couple weeks, i did not have exact date.  He told me they had open dates for the week i was looking at. On Feb 6th i called and spoke with a different man and indicated I would like to schedule my move for Thursday, Feb 9th.  He said no problem, asked more questions like ******* did and I told him i had never heard from the man who was to come look over my house contents.  This gentleman said, based on what i was telling him, it would probably be three movers at $150 hour.  On the afternooon of February 8th, the man who was to come and look at contents finally called and said he wanted to come to house to see contents and we agreed upon him coming over in an hour.  Once there all he did was complain about my papers I had out (legal papers, papers for new house, etc., as well as bins open to put last items in).  I told him I have moved 32 times in my life and i know how to pack and be ready.  I am flabbergasted that this man would either lie or have no idea what he is talking about with me calling on 8th -he called me - the move had been set up already with his company.  He was the one in the wrong.  He is also telling an untruth about helping me in my time of need and doing this on immediate notice.  Evidently the managers of this company do not talk to each other.   There WAS NO PREVIOUS MOVERS ASSESSMENT WHO DIDN'T THINK I WAS READY FOR A MOVE.  At no time did i talk with any other mover except American movers on January 18th.   At no time was i ever told you were short handed, you said you might  send two trucks and four movers total.  He also said he would come out to either house i was moving from or house i moved to to see how everything is going.  He never did either.   ******** did not volunteer to get a crew together, this was a planned move with this company.  I was ready at 8, waiting for movers who arrived at 8:10.  AT NO TIME WAS THERE AN AGREEMENT TO HELP ME PACK.  I had everything packed. Everything was properly marked. i told the workers that the boxes had labels on top of where to go.  I asked them to keep basement items separate from house items.  they were all marked crafts - basement. none of my boxes said kitchen then basement. I did sit in the living room and direct the movers, everything was marked on walls in house and evrything was marked where it went.  It was a nightmare and still is.  i sent this man pictures of how they loaded up my living room and bedroom.  I sent hiim a picture of me sitting on couch looking at tv.  I couldn't see my tv for all the boxes stacked so high.  I sent him a picture of my bedroom.  the wall where my bed was to go had a huge sign BED.  they loaded up that space with boxes so there was no way at all i could get a bed set up in there.  Once i sent him the pictures he said ok, he would have two guys over on Saturday to move the boxes around, no charge.  When the three movers came THEY even kept remarking they didn't know what happened with the previous crew.  There was no way to get from one end of living room to other.  they saw basement and kept saying what happened to the previous guys.  I gave all three gentlemen a tip and thanked them.  it was all of 15 minutes.   another problem this man has is saying my space is too small and there was no way to put all my things in new houses and offered their storage.  Again, he does not seem to know what he is talking about.  I moved from a 1,000 sq ft house to a three level, 1500 sq ft house.The rooms are huge!   SO RECAP, I HAD NO MOVERS CANCEL ON ME.  YOU DID NOT COME AT SHORT NOTICE, THIS WAS A PLANNED AND SET DATE DONE WITH THE COMPANY.  IT IS VERY DISAPPOINTING TO ME THAT, AS A CHRISTIAN MAN YOU SAID YOU ARE, YOU ARE LYING.  I have all my notes, pictures.  your movers on Saturday were here 15 minutes, I know i wrote it down as i was trying to decide whether to tip them or not.  i tipped everyone on Thursday very generously and gave two large items to two of the crew.  you need to get your act together and not accuse me of what you have done. i am insulted and really ticked that you would write such outrageous lies.  so recap again, you do not know at all what you are talking about.  maybe when you were asking me 'where was my man' you forgot all we had already gone through.  i still have boxes i cannot move.  i have left the wall signs up so it can be seen where things are put wrong, even though the sign, by the way all signs in 72 point print, says where things go.  I am extremely agitated right now as i am dealing with a liar. i guess a christian liar. i expected more from you.  When ******** arrived, he had two other guys with him.  In a while his brother stopped by, used my bathroom, and told me he was sick and was going home.  After a couple hours two men, father and son, came by as they had finished their work early.  I gave five men very good tips, especially crew leader, did not hear once that there were double signs on boxes.  due to my disabiltiy, which is that i am unable to stand for long, at the old house i was on the couch the whole move and did direct.  at new house i was in rocking chair the whole time and did direct.  i had very few questions from anyone.  I do have two brand new items damaged, for which i have pictures.    as for putting things where the 'movers thought things shouuld go" why would they even have to think about it if it says so right on all walls, doors and boxes?  extremely upset.  check out your lies.

  

  Business Response

  Date: 03/14/2023

  Everything we stated in the previous statement is true and factual.  I consider this matter settled but if you have any further questions please contact us at our office during normal business hours at ###-###-#### or stop by and see us anytime. 

  Customer Answer

  Date: 03/16/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [everything you put in your letter was absolutely a lie.  i will prepare my notes, with names, texts and pictures.  i will then be happy to bring to owner of company.  i am not sure who that is as ***** told me ******* was kinda out of it.  I do not understand how you allowed to get away with this but I will not drop this.  I detest being called a liar and since you told me you are a christian man who is a Godly man and only wants to help, I am absolutely floored.  to me this matter is not over.
  
  Regards,
  
  ****** ******