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:09/22/2022

  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.

  We hired them to pack a moving cube. They did such a bad job we ended up unpacking the whole thing and packing it ourselves. Our stuff would not have arrived in one piece. Fragile boxes were unevenly stacked, a chair leg was wedged in between a strapped pair of skis, a desk was scratched, I had to point out a loose box of framed art they'd thrown to the rear top of the pod that was just sitting on top of a stack of boxes, and heavy items were left floating loose around in the top of the packed load. The whole thing was unstable and just so badly packed. I had to push them to use any straps at all while packing. This was met with exasperation and polite but grudging compliance. Because they had not planned ahead, they struggled to even add straps. One of the movers decided to use one of our packed cardboard boxes as a step stool to try to reach back to recover the box of pictures. It was just a disaster. They were nice guys and polite when they showed up. They also wore masks as requested. However, by the time we realized how bad the job was it was too late. We just gave up and signed off on the work because the frustration they were displaying (despite saying all the right things) was too much. This cost us nearly $500. After letting the owner know, we received a reply that we had signed a waiver so they didn't really want to do anything about it. They eventually sent us. $50 check. Highly recommend avoiding them.

  Business Response

  Date: 09/26/2022

  Hi *****,

  I'm sorry you had this experience, this is not normal for us and we certainly strive for the best. I spoke with my team about this and they stated that you were unusually hands-on for this pack/load and they did make a number of edits or adjustments based on your input. I'm not sure how this impacted things for the load but I did gather their exasperation was at least partially based on this. Again, I apologize for your experience and we will do our best to learn from it.
  

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response does not address my issue. I was not hands on at all until they had packed nearly the entire pod. At that time, I found the following:

  - no straps or other restraints for a stack of boxes. I requested straps so that the boxes did not crush furniture. This common and normal request was met with frustration.

  - my picture frames had been left unsecured at the top rear of the unit. The only way they could be retrieved was by me providing a tool with which they could pull them forward. I also had to request one of the team did not stand on a cardboard box filled with fragile items at this point.

  - because my bike and other items were not properly packed or secured, and your team did not properly plan for this. When we repacked the unit, we could fit all items in with room to spare.

  
  Thanks for admitting they were rudely behaved. That is more than I got from the manager on the phone.
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****