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:09/09/2024

  Type:Sales and Advertising 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 777 moving company for a long distance move from ********, Washington to **************, **. They picked up our things on June 27th 2024 and delivered July 13th 2024. Initially, we had a good experience with the sales person as well as the movers who packed up our things. We packed primarily ourselves but paid extra money for the company to pack some of the larger more fragile items such as mirrors, furniture, TVs, and workout equipment. The supervisor of the movers informed us that they would not be liable for anything they didnt pack themselves. Considering this we made the decision to have them pack more upon arrival and paid approximately $500 more for this. Again these movers were very thorough, packed our items carefully and when they left we felt like our things were in good hands. We were not aware that this move would be subcontracted out. The giant semi pulled up to our driveway and there were two men there to unpack. The driver came up to me and asked me if I had a ladder because they had no ramp just two dollys. This truck was very high up and packed all the way to the top, they had trouble getting the first piece item off the truck. The loading dock was fairly tall as well I have a picture of this for reference. The two men unpacked our four bedroom house extremely recklessly. They were tossing things on the ground from the truck or trying to hand them to down from the truck. It was stressful to watch and they did not bring a single box in the house. Packed all the boxes to the ceiling in the garage. They brought in our furniture, damaging our rental in the process. They damaged many things, lost one of our grills, bent our new TV, dented our solid metal tool chests and more: all of which they packed. We filed a claim as instructed and was offered $360.63. This fails to even begin to cover the amount of damages. I understand some things get broken in a move, but the men who unpacked us were careless and there is no responsibility.

  

  Business Response

  Date: 09/27/2024

  We have reviewed the Consumer complaint filed by ****** ***** against Triple 7 Movers regarding damaged items &service complaint about delivery movers. We have now reviewed the moving paperwork and Business' records relative to this matter. We have confirmed that the Consumer hired the Business to perform a Long Distance move from **-**, commencing on 6/27/24. At time of pick-up Consumer selected & signed for the free $1.20/lb/article free coverage on the Bill of Lading & waived the purchase of repair/replacement insurance. As such, compensation for any lost/damaged items would be limited to the minimal $1.20/lb times the weight of the missing/damaged item. Delivery was completed on 7/13/24 and at that time Mr. ***** signed the Bill of Lading & Inventory Lists confirming shipment was received in its entirety with no loss or damage or service issues noted by him. Thereafter, Mr. ***** filed a claim for damaged items which was reviewed & processed based on the $1.20/lb/article coverage in effect, and settlement was offered to the customer in the sum of $360.63 which was the full amount due him. 

  We do regret that Mr. ***** was not fully satisfied with his delivery experience, but he has already been offered full compensation amount due based on the $1.20/lb/article coverage he selected for his move & no further compensation is due him. The Business has made an effort to resolve the claim in accordance with their contract & therefore we respectfully request that this case be closed as ***. Thank you in advance. 

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22262893
  
  I am rejecting this response because:

  I was never given the option by the business to select more insurance coverage when signing documents. I would have gladly accepted further insurance. I was just told to sign without proper explanation multiple times. Again, the movers who packed told us directly that if they packed it, they would be liable for it. We paid an additional $500+ dollars for them to pack more of our things after learning this. So the fact that the amount reimbursed to us for all the damages does not even cover that additional cost we paid for them to pack more (again, under the impression that this is what would provide us more liability coverage) is incredibly frustrating. After delivery we began to notice damages before unpacking, as well as missing items. The mover informed us that we needed to sign the paper to finalize delivery and that we can pursue a claim for the damages. Which is the reason I signed. However, after signing and pursuing the claim as directed, I learned that they would only cover the $1.20 per pound. At this point I had no other options, this company damaged or lost thousands dollars worth of our items. To give some background on the move, we were moving on military orders with a two month old newborn baby. This company took advantage of me and my family and I feel it is the companys responsibility to not provide blatant lies, scamming other consumers.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/18/2024

  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 July 1, 2024, Triple 7 Movers were used to move my house contents from one house to another one located less than 1.5 miles away. All of the moving boxes were clearly marked to indicate which rooms the boxes were to be be placed in at the new address. I stayed behind at the old house while they unloaded at the new house. When I arrived at the new house, I noticed that the boxes had been placed in the living room and garage. I mentioned this to the three male movers and told them I was not happy with it. I also noticed that none of my three large screen televisions were missing from my new home. I asked them where they were. The lead ******* of the movers told me that I needed to pay my bill of $1890.18 and initial the moving form before they would bring in the televisions in order to prevent them from being ripped off. I paid them. When they brought in the first television (which happened to be the largest and the nicest my family owns), the ******* immediately informed me that he had broken it. I was understandably not happy, but he assured me that the moving company's insurance would take care of him. I told him I was not happy and informed him that I had just bought the TV from ****** two years ago for $560. I thought it was strange that he insisted that I pay the moving bill prior to informing me that he had broken the television. I told him that I would call the number he gave me the following day, as it was past 7pm when they finished bringing in the televisions. The next day, Triple 777 Movers were contacted, at which time I was given the contact number for CSI, their insurance. After playing phone tag for 2 weeks, CSI informed me they could give me was $60 for the television because the small print on the moving form I signed stated that they would only pay 60 cents/pound of the item damaged. I told them the form is misleading and that their workers were dishonest and knew they had broken the television, which is why I had to pay first. This is crooked.

  

  Business Response

  Date: 08/22/2024

  We have reviewed the Consumer complaint filed by Ms. *********************** against Triple Movers, along with her moving paperwork and claim records. We have confirmed that Consumer hired the Business to perform local move within Washington on 7/1/24. Prior to booking Consumer was sent an estimate with all coverage options for their shipment. Consumer selected & signed for the free $1.20/lb/article coverage and waived the purchase of additional insurance for repair/replacement in the case of loss/damage. At the time of the move, the movers followed all of Consumer's directions/instructions & completed the work ordered that same day. At the completion of the unloading there was damage to a TV & Consumer was advised of the claim filing procedure. She did file her claim for the damaged TV, & was advised of a determination in the sum of $57.12 based on the $1.20/lb/article coverage she chose for her move. Consumer disputed the settlement & was ultimately offered an additional $150 for customer service (total of $207.12). Customer became irate & was rude to the staff member & refused the good will settlement amount. Consumer subsequently filed this BBB complaint along with a Washington Attorney General complaint for this same issue. Unfortunately, given the fact that Consumer opted not to buy the additional insurance for her move, she is not entitled to the replacement cost of her damaged TV and the $207.12 offered is significantly more than she is due based on the coverage chosen. At this time, we will extend the $207.12 settlement offer until 9/5/24 for Consumer to accept it, after which it w/no longer be valid. If ************** wishes to accept this offer which significantly exceeds the selected coverage, she should email our office at ************************************ by that date & we w/send them the settlement documents to execute so that payment may be issued to them. At this time, we must advise that no compensation is due them. Thank you. 

  Customer Answer

  Date: 08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/09/2024

  Hello.
  I opened a case with the Better Business Bureau against Triple 7 Movers in July 2024. They made a settlement offer with me on 8/26/2024, which I agreed to on 8/27/2024. To date, I have neither heard from them again or been contacted about receiving the settlement they agreed to pay me. It has now been two weeks, which I think is more than a reasonable amount of time for them to comply with the settlement. Thank you.
  
  Sincerely,
  ****** *. Clark 

  

  Business Response

  Date: 10/16/2024

  We have received Consumer's additional rebuttal sent to the BBB relative to her ongoing complaint against Triple 7 Movers. We had never received notice from Ms. ***** that she was going to accept the settlement offer made by the Business in the sum of $207.12. We have now emailed Ms. ***** the settlement document to sign/execute & return to our office at ************************************ by 10/30/24 so that payment may be issued to her by the Business. 

  Please update your records to reflect Satisfactory Settlement of this complaint. Thank you, *. ********, Director ***

• Initial Complaint

  Date:10/11/2023

  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 contracted with 777 movers for transportation from ****** ** to *********** *****. Received a call from the driver calling me from wayco ***** advising me that thier truck was too large to enter my complex keep in mind the driver was no where near my complex and was advising me it couldnt fit even though he was not even ***********. I provided a ****** earth photo Arial view of my complex showing ciearly a large truck would easily fit. I was told I had to pay an additional $550 after I complained to ***** of 777 movers i immediately received a call from the broker stating they made a mistake my add charge was $350 the $550 quote was for another customer who was being billed $550. My complaint is they didnt even try to enter my complex they just charged $350 which is misrepresentation and fraud. The customer service is awful. You are clearly being lied to and no one is taking ownership of this problem which is not acceptable. Having the disadvantage of having to pay thier inflated additional charge because they have my deceased mothers belongings. You pretty much have no options but to succumb to thier fraudulent ways. The representative was ************************* who told me to meet the truck and driver at a wal mart parking lot and unload my contents myself. Or they would meet me at a storage facility where I have to pay for the storage unit and unload my belongings off the truck. Its sad for the movers because I now have to use their tips to pay the inflated additional charge $350.

  

  Business Response

  Date: 10/12/2023

  *************** booked move with Triple 7 Movers of Washington 08/23/2023 from ******, ** to ***********, ** quoted $3,326.09 for 337 cubic feet. We did pick up on 09/19/2023 and he was contacted by customer service to confirm first available date of 09/20/23 and delivery address. On 09/29/2023 customer service reached out to inform *** delivery en route and driver information and important delivery reminders. 10/10/2023 customer service was informed driver contacted *** and explained he needed a shuttle to complete delivery and a shuttle price of $500.00. Immediately customer service reached out to *** to inform him of driver error with regards to price of shuttle and gave actual price of $350.00 which is the minimum.  *** became outraged by cost of shuttle and stated our 75ft semi-trailer would be able to make delivery into his community of apartments. **************** informed him unfortunately semi would cause serious property damage attempting to turn into delivery address, also gave him 2 options which would avoid $350.00 shuttle fee. Option 1 to rent a U-Haul and meet our driver in a large parking lot such as ******* and have driver load U-Haul with belongings, *** would be responsible for transporting things into home, he declined. Option 2 rent a storage unit we can access with semi-trailer and driver would make delivery, *** would be responsible transporting things into home which he declined as well. *** told customer service to keep belonging on truck he does not want them and does not want to pay any more money also made claim he never knew about shuttles. **************** explained to him in every email exchanged and in multiple parts of signed contract shuttle and pricing is mentioned. *** later reached out to his sales representative to ask if we can negotiate shuttle price. After speaking with sales manager and advocating on **** behalf shuttle became $150.00. 

  Customer Answer

  Date: 10/12/2023

  My issue with 777 movers was the fact the driver called me from 4 hours away to inform me their truck would not fit. No attempt was made to even try. Having researched 777 movers it seems this extra fee was charged to a lot of customers who complained. 
  the way I was treated by ************************* was remarkable. I was also informed she is new and others have complained about her snake like attitude. I will never use this company again. 
  poor communication and very abrasive attitude. 
  Im still going to file a claim with DOT who instructed me to file the claim once my belongings were delivered. 
  I also have affidavits from property management verifying the semi has delivered to this large complex many times. 

• Initial Complaint

  Date:09/22/2023

  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.

  hired triple 7 movers for a cross country move from ******* to ************. I received a competitive quote from *** and was told to have my stuff taken three weeks before my intended move date so it would arrive at that time. The first issue happened when they picked up my stuff and charged me $1000 more than quoted. Fine, they said it was because it was more items than anticipated. The guys who picked up my stuff put Sku codes on every item. I THOUGHT this would ensure nothing was lost. They also had me sign a million different pages, saying it was just to ensure everything was picked up. So three weeks later Im leaving Washington and contact triple 7 to find out where my stuff was (after 10+ calling attempts since no one answers). Turns out its been sitting in their warehouse for 3 weeks and wouldnt be leaving Washington until AFTER I arrived in ******. I arrive in ****** and wait two additional weeks for my stuff. I get a call from the driver stating my stuff would arrive on Friday. After that call, I get a call from the triple 7 dispatcher stating that in order to get my stuff Id have to pay an additional 500 dollars because they needed to rent a shuttle because the original truck cant fit under two bridges. Im incredibly unclear how this didnt come up in the original quote because they had the exact address since day 1 and the same way they discovered the bridges then ******* maps) was the same way they could have figured it out before. I had no choice but to pay since I needed my stuff and it had been 5 WEEKS. They said I could get it dropped off at a storage unit but that would forfeit the rebuilding they included in my original quote. Anyways, on said Friday, I get another call from the driver ****** saying he had a flat tire and wont be able to come until Saturday. Saturday came, they arrive with my crushed boxes (since theyve been sitting in a warehouse for 3-5 weeks) and I was so relieved to finally get my stuff. However, at the end I realize my ASSEMBLED 48 INCH fully ****** standing desk was missing. The driver apparently had no idea where it was even with this sophisticated sku system they were supposed to have. Im basically told to accept that my desk is lost. No one calls me and I reach out to dispatch on Monday, and who says they have no idea what happened and it was scanned at one point but they dont know where it is now. They also let me know that among the 50 documents I signed, I signed a waiver that allows them to only pay $1.20 per pound of any item they lost. The dispatcher said she would return my call on Wednesday with additional details (if it was in the warehouse etc) and I have yet to hear from her again.

  

  Business Response

  Date: 09/26/2023

  Customer reached out 07/15/2023 to book long distance move from *******, ** to ************, **. *** one of our sales representatives booked customers move quoting her $3,487.60 to move 465 cubic feet. Customer received this quote with the understanding that if she had more items at time of pickup she would be charged $7.50 per cubic ft for any additional items outside of inventory given to *** (Sales Rep). ******** 8/13/2023 we picked up from customers ******* address, when my ******* arrived he did a walk-through of property with customer; at that time customer was informed she had 95 additional cubes. With the additional cubes price increased by $712.50 customer also needed to use packing materials which increased price again by $325.58. In all email exchanges from start of move detail that any packing materials used will be an additional cost along with any additional cubes. At 9:39AM on 08/13/2023 customer signed off with ******* on revised estimate and allowed crew to finish job, accepting the new cost of move of $4,779.58. On 08/14/2023 our dispatch department reached out to customer to discuss delivery process and confirm information given to pick up crew,customer did not answer nor call back. ******************* left voicemail confirming customer had a first available date to accept delivery being 09/03/2023 and customer was informed it is the earliest we could arrive to ** but from 09/03/2023 we had 21 business days to make delivery to her new home.  Customer reached out 09/01/2023 via email asking why she had not received her delivery, I explained her first available date and delivery process to her via email and she was not too happy about it but understood.On 09/06/2023 dispatch team reached out via phone call to inform customer her delivery will happen between 09/15/2023- 09/18/2023, balance due and how it would be payable also sent information by email. On 9/18/2023 customer reached out to dispatch department to report desk as lost, customer service rep ****** took call. ****** informed customer she would check in WA warehouse and other customers on delivery trip. On 09/22/2023 dispatch department reached out to customer to inform her desk was found in WA warehouse and we would ************** out as soon as possible. On 09/25/2023 dispatch team reached out to customer by phone and left voicemail informing her desk was en route and gave driver details and delivery ETA. 

• Initial Complaint

  Date:09/10/2023

  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 downsized our household goods by 1/3 and had receipts for the goodwill and some of the dumps we did. We were called liars for three months about how much household goods we had and were told we had purchased more after we had our estimate given to us by ******* Movers. ******* Movers even called us a liar in not so many words. We had to cash in every retirement account we had and used every ***** of savings we had in order to pay for the move above what was originally budgeted for. When we finally paid the first half of the amount that Triple 7 Movers demanded, they shipped our things to *****, but then after much back and forth, they agreed to accept a cashier's check for the final half. This email was dated 24 August. We drove for 2 hours each way to the nearest ***** Fargo because that is one of the banks they demanded and paid for a cashier's check for the final half. After we purchased the cashiers check, we were told we would have to pay for a shuttle service even though we live on a paved country road on 2.5 acres of land. They finally dropped the shuttle service down to an additional $1,700 which we didn't have. We had to borrow money to get the shuttle fee. We received the money on the Friday night before the delivery date of the following Monday. The Friday was September 8th and the delivery was scheduled for Monday 9/11. We only had access to a ************* so that's where we purchased the money orders from. We have the final funds they are demanding but in the form of a cashier's check and ************* money orders that we cannot cash because they are made out to Triple 7 Movers. So far, we have paid $20, 336.22. The total that will be paid to them will be $34,782.44

  

  Business Response

  Date: 09/27/2023

  ************** booked her relocation from Washington to ***** with **************, a broker. As an agent of the broker we did the physical pickup and delivery of her items. It was confirmed with ******* that a video visual inventory was done with ************** to get an accurate accounting of her items. ******* quoted ************** for a total of **** cubic feet (255 items). On day of pick up there was an additional **** cubic feet added to the original **** cubic feet, instead of picking up 255 items a total of 593 items were picked up. On day of pick up ************** did not make the required payment of at least 50% of her move and did not provide us with a first available date for delivery so her items were put into storage until she was ready to pay the required amount and provide us with a first available date for delivery. Because ************** was adamant that she had less items then were inventoried and it was explained to her how she had over double her original inventory her items stayed in storage for 3 months. ************** provided ************** with 1 month of free storage and the remaining 2 months cost $2839.20, which increased the cost of her move. After months of back and forth between **************, ************** and our company she finally agreed to make the required 50% payment towards her move so that we could start the delivery process. At time of delivery it was explained to ************** that she would need a shuttle delivery in order to deliver her items because the truck that her items were loaded on (a semi, 75 feet in length) was unable to safely maneuver close to her home. ************** sent  photos of a truck supposedly in front of her home but as you can tell from the photos it is hard to decipher where the truck is parked and one photo looks like it is parked in a construction yard, not on ****************** property.  The price for the shuttle delivery would have been $3424.00 but was discounted for ************** to $1700.00. ************** is upset because of the cost of her move but a moving quote is only as good as the inventory provided by the customer and it was also confirmed with ************** that ************** did not provide the inventory for a large craft room which is one of the reasons why her move cost increased. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20583321
  
  I am rejecting this response because:

  This was the worst move I've ever experienced and, as a military veteran, I've experienced many moves.  There are still at least 19 boxes and plastic bins that are missing.  As of today, I've counted 20 missing boxes and plastic bins, including bins of Christmas decorations, kitchen items, and my Craft Room items.  Many items had two numbers on them and some didn't have any numbers.  My plastic bins had been dropped, kicked, and otherwise abused during the move as was noted by footprints on the sides of the bins as well as bins that were concave or just broken.  We also experienced many, many items that were broken, such as ******* or fine china, or missing parts that can't be replaced so the entire item has to be replaced.
  
  
  Full House Movers/Triple 7 Movers is still adamant that we never notified them of a "fully stocked craft room" which we did in the 193 pictures we sent and were received by **************.  The movers labeled the master bedroom, master closet, laundry room, bathroom, overflow pantry as well as the craft room all as the craft room.  Also, we were informed that we had to pay an additional fee for "shuttle service" and when the delivery person arrived, he informed us that a shuttle service was not required based on what he saw on our property, so we were forced to pay an additional $1,700 for a service that was not required.  Additionally, ****** informed me after many arguments, that Full House Movers would accept a cashier's check from a major bank so we purchased one from ***** Fargo, which is 2 hours from our home.  Then we were told the day before the delivery (Sunday) that a cashier's check would NOT be accepted, so we had to travel an additional 2 hours each way to try to cash that same cashier's check on Monday, only to be told there would be a 24-hour hold on the check and we ended up having to pay an additional $1,500 for a redelivery fee.
  I was called hostile, rude and a liar during the entire move process and then they wondered why I was angry, frustrated, and yelling.

  
  
  Sincerely,
  
  *************************** *****

  

  Business Response

  Date: 10/16/2023

  We are rejecting the response from ************* for the fact that the reason her move was the worst move she ever experienced  is because of her own fault. ************** did not inform the company when inventory was done that there were more items to be accounted for.She informed the company that she had 255 items (**** cubic feet) that needed to be relocated from Washington to *****, on day of pick up a total of 593 items (**** cubic feet) were picked up. That is over double the amount of items, the company is confused as to how this is the fault of the companys. It is also required that the customer pay a minimum of 50% of the move cost at time of pick up, Ms. ****** move cost was $30,243.25 in which she paid only $3000.00. When ************** was called the day after her move to confirm delivery information and to inform her that she needed to pay towards her move she wanted to complain about the fact that her move when up. It was explained to her that she had over double the items move then was given on the inventory. It was explained that an estimate to move is only as good as the inventory given by the customer. There is no way of the company knowing that ************** has additional items unless we were informed by **************, which we were not until day of pick up. IF ************** did not like that she did not give an accurate accounting of her items which increased the cost of her move she had the option to cancel the move and find another company that would have been happy to let her put a box on the truck and get a box on the truck for free.
  
  After over 5 months of back and forth with **************, who until this day refuses to believe that she had 338 additional items added to her move, she finally decided to have her items delivered to *****. The process of getting her to pay the minimum 50% required was a week long process in which ************** was rude and yelled, via email. As Ms. ****** items were loaded up it was explained to her that she would need a shuttle delivery because the 75 vehicle carrying her items would not fit,safely and legally, at her location. She then wanted to provide cropped pictures of a 40 tanker supposedly on her property. The original shuttle fee would have been $****.00 but was discounted to $1700.00. Day of delivery is here and ************** is not ready so she was charged an additional $1500.00 because the driver and crew needed to wait 24 hours to make delivery.
  
  Not once has ************** informed the company that they are missing items or have damaged items. We have searched all the warehouses that MS. ****** items have been and have not found any items that belong to her. She did have 593 items and there is a possibility that she has not come across the items she is looking for. As far as damage items we will send an email to start the claims process, in which she has 9 months from the date of delivery to complete. If there are any questions about her claim there are contact details for the 3rd party claims adjustment center in the email, they will be the most qualified to help her with an claims issues. 

• Initial Complaint

  Date:08/09/2023

  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.

  On April 26th 2023 I booked a move for July 26th 2023. I was quoted a price of $2,431.00 after giving the representative a full inventory of my belongings. I then paid an $825.00 deposit and scheduled the move. The movers arrived on July 26th 2023, at 8:00 a.m. in ********, **. The ******* then stated that in order for them to move forward I would owe an additional $1518.00 to mvoe forward. I felt very mislead and found this ot be very unethical as they didn't change the quote until they were inside my home. I agreed and we moved forward. On Wednesday 8/2/23 I was contacted by the movers, telling me they would be at my new home in Colorado at 9 a.m. 8/3/23. I waited and reached out multiple times as they had not shown up ontime. They did not communicate when they would arrive and finally showed up at appropximately 2:47pm August 3rd. (almost six hours late). Upon arrival there were two men with a truck. They parked in my apartment complex, blocking in many of my neighbors, but since I didn't have a lot to move I figured it would go quickly andnot be an issue. After arriving almost six hours late, the "lead" mover told me his partner would need to leave to "go get tires for the truck" and he would be moving by himself until that was finished. I explained to him he could not take the semi cab leaving my neighbors blocked in while his brother left and he said "Okay, then i'll park somewhere else and charge you". Depsite me saying they needed to move my things before he ran his "errands" mover #2 took the cab and left, blocking everyone in and leaving one man to move my things, alone. Mover #2 was gone for two hours. Mover #1 was moving alone, it was going so slow that I ended up moving 1/3 of the truck myself because I couldn't bare to watch him sit on his phone and move one small item at a time, anymore. I have multiple witnesses including leasing staff and neighbors that witnessed their unprofessional, rude and unpleasant behavior that watched me move my own things.

  

  Business Response

  Date: 09/07/2023

  Dear ******,

  Addressing the main concern as it seams here, we would like to apologize for the driver not being courteous. Sometimes drivers have a little of a rough day and (though they should absolutely NOT) they reflect that a little too much. The access was super tight and this should have been shuttled with a smaller truck. As you mentioned that would have cost an additional $500 therefore we strong armed the driver to make it work and save us from having to do that. He had a couple appointments he could not miss and he was running late (mentioned by you as well). We are super sorry it inconvenienced you and assure you we really did all we can in order to accommodate all parties.

   

  I do see there is a claim open for you with our claim department. Feel free to contact our customer service if there is anything else we can help with

   

  **********

• Initial Complaint

  Date:07/29/2023

  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.

  Date of the transaction:Feb. 2023 Date of service:June 2023 ************ promised:Moving services from ****** to ******* Nature of the dispute:Negligence in proper estimating of inventory. Opted out of a site inspection to properly estimate our job. Relied on another company's itemized estimate to price services. Suddenly (on day of move) increased move costs by 30+%. Our original estimate was for $14,500. When they showed up and started packing the trucks, they increased it to over $21,000. We were forced to sign bill of lading after work had already begun because we needed to be out of our house in 48 hours. We were given no time to read the documents in advance. They were careless with our furniture, and did extensive damage to our wood floors inside the home. When we reported the damage, they denied responsibility have accused us of "slandering" their employees. Their ownership has been uncooperative and defensive in claiming any accountability for wrongdoing. When the repair receipt was provided for damage to wood floors, they reported the business on the receipt to the BBB and are presently trying to cause additional trouble for our family. Full House Movers (now Triple 7 Movers out of Nevada) BBB profile is littered with similar complaints of a "bait and switch" tactic designed intentionally to deceive customers. Many complaints exist for damage to others property They refer them to a third party claim department for a low reimbursement (0$.60/lb of damaged object). Similar complaints exist on the Triple 7 Movers (their new name) profile. We have reached out to them many times before reaching the executive leadership (*******************, Treasurer). He has denied all of our allegations, calling them "immaterial." They are currently housing our belongings in Auburn Washington and we are awaiting delivery in August to *******. We suspect that they are employing undocumented employees. We have currently paid over $11k plus ~$1,500k in storage fees.

  

  Business Response

  Date: 09/13/2023

  To whom this may concern,
  **************** contracted our company to perform relocation services for his household goods to be picked up in ******** ****** and moved to **** *******. He is correct in stating that we were unable to do an on-site visual inventory because our office is located in Auburn Washington, which is almost 3 hours away from ***************** location. **************** was kind enough to provide us with an inventory list from a competitor and that is what his move cost was based on. Attached is the inventory list he provided to our sales person as well as the inventory list from pick up. As you can see the inventory list dated 2/6/23 has a total of 401items, the inventory list dated 6/7/23, which was done on day of pickup,has a total of 545 pieces. When **************** called and spoke with customer service it was explained that he had additional items, like boxes, plastic tote, guitar, duffle bags, chairs, flat screen TVs, golf bags, wagon, large tool box, extension ladder, bikes. Because of the increase in ****************** move an additional truck was needed to accommodate all of his household goods.
  At no time was **************** pressured to sign a document that he did not read because when the booking of his relocation was finalized he would have received an email from his sales person on 3/8/23, the Interstate Order for Service. At that time **************** was able to look over and read the fine print of the Interstate Bill of Lading as well as signing off as understanding the contract (document attached). **************** could have also asked the ******* to borrow the tablet so that he could review the paperwork he was signing. After pickup of the household goods our company was in contact with **************** to explain to him the next steps in the move process, when he explained that there was damage to his floors he was instructed that a claim would need to be opened but that since only one claim can be opened per move we asked him to waiting until delivery was completed. It was also discussed with him that the reason for the increase in his move was due to the increase in items that were not shared with the moving company that did his original inventory or with the sales person for our company. **************** signed off on the fact that the moving quote provided to him by our company was based on the **** cubic feet provided by the inventory that was done by another moving company. Ultimately **************** was given a discount of $1090.00.
  ***************** request to speak with upper management was never denied or ignored after multiple conversations with the operations manager, it was explained to him that 1 of 2 people would reach out to them but that they are out of town and would also be returning to offsite meetings and that they would contact him as soon as they had the chance to listen to the phone calls, read through the emails and notes. **************** was contacted by upper management and it was also explained to him that no discount would be given because he legitimately had additional items other than a handful of boxes. As far as the damage to the floors, upper management asked to an invoice from a licensed and insured company that performed the repair work and we were provided an invoice from ***************** own company and after some research upper management determined that the company was not a legitimate company.
  As far as the new of our company we were originally Full House Movers and during his move we merged with a larger nationwide brand, Triple 7 Movers, which is something that companies due on a daily basis. It was the same staff handling his items,same company handling his move just under a different name. **************** asked for a W-9 for our company and it was not provided because we were providing a service for ****************, not exchanging work.
  After *************** stored his items in our Washington warehouse he let us know that he would be ready for delivery starting 8/8/23. His items were loaded on a truck on 8/14/23 and delivery was made on 8/16/23. Industry standards require us to inform every customer that it could take up to 21 business days to complete delivery;****************** items were loaded and delivered within 9 days (5 business days) of his first available date for delivery. Unfortunately when we arrived in ******* to deliver his items he was unable to accept delivery at the address provided and needed to have his items delivered to a storage unit.  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20395564
  
  I am rejecting this response because:

  This business is not being truthful with government agencies, their clients, and the organizations that attempt to regulate their services.

  In this case, its not a simple matter of disagreeing with this companys response and position on this transaction. They are clearly operating outside the law. I have also filed a complaint with the ******************************************** A simple search in their database reflects the fact that this business was not authorized to write a contract under their name or DOT number at the time that it was written. See link below:
  
  *****************************************************************************************************************************************************************

  Even their response to your office, along with their most of their correspondence to us, is not professionally written. More importantly, it omits key information (that we have in writing) that would suggest that they are engaging in deliberate deceptive business practices. The original inventory list (attached here) shows that items such as an "extension ladder" are clearly listed on the original inventory. In addition, no additional trucks were required for this move. They originally estimated two 26' trucks and that's what was used. In fact, these did not even have hydraulic life tailgates, so their employees were trying to push 500 lb. pieces of furniture up a narrow truck ramp. We were also intimidated through email correspondence about damage that was done to our floors when we were forced to repair the damage done to our home ourselves. They used the threat of legal action for us acting as non-licensed contractors to make repairs. All of this could have been easily avoided by using safe and proper protocols, something that was admitted by their Operations Manager (******) on multiple recorded calls.
  
  Furthermore, they were not acquired by a larger national company. They went through a rebrand/name change in the middle of the transaction and changed their DOT and MC numbers to hide their online reputation. This means that they were not authorized to write the moving contract that they wrote at the time that they wrote it. They didnt notify us of this until the first week in August, and not until after we questioned it. A quick search to look up their online reputation would reflect that complaints similar to ours number in the dozens. Furthermore, these complaints exist under both of their business names. As we looked into the claims process through their third party provider, we discovered that Triple 7 Movers is not even covered under this carrier (CSI Pros). We are now in the process of trying to seek a claim for damages to many pieces of our property through a company that is evading their customers and accepting zero responsibility. They have damaged over a dozen pieces of our wood furniture and over 20 items (boxes) are missing more than *************************************************** ****, **. We have detailed photographs and video of the entire process. The attached photos show damage to our previous home's hardwood floors that Full House's Treasurer (*******************) later tried to convince us was "dry rot." Dry rot doesn't happen in isolated areas of a dining room, and it would not have passed a home inspection. This company used no floor coverings at the time of the move.
  
  Full House is contracting people who show no professionalism or care for peoples belongings, lying to government organizations about their business structure and even employing undocumented, non-English speaking workers to do labor. In an industry that is not well regulated to begin with, peoples lives are being ruined with thousands of dollars in damage to their belongings that this company refuses to take accountability for. They are demanding cash payments at the time of delivery before they will agree to open/unload the truck. And, they are forcing customers to sign documents on delivery that state that their goods are arriving in good condition before they even have the opportunity to inspect them. These are unethical business practices to say the least.
  
  In addition, they are operating unsafely on their routes. At the time of delivery in ****, **, my wife and I witnessed this company hiring day laborers with no prior knowledge of each other to unload our shipment at a storage facility. These men began arguing with each other at the site and local authorities had to be notified by the storage personnel. The contracted third-party semi-truck driver punctured a tire on the curb of the road at the storage facility, and then proceeded to leave the site after the unload was complete in an illegal and dangerous vehicle. The driver also exceeded his maximum allowable number of hours on the road in a single day.
  
  There are so many factors in play here that are being casually overlooked. I respectfully request that you take a closer look at this companys corporate existence and the manner in which they are conducting business. I think your findings will surely merit the pursuit of a more formal complaint. My chief objective behind all of this is to make sure that they cant continue doing this to other families.
  
  With respect and gratitude,

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

• Initial Complaint

  Date:07/10/2023

  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.

  This business got my phone number and started calling me nonstop for the last 5 months. The initial call I told Shye I was already using a legitimate moving company. Since that call I have continued to receive multiple calls or voicemail from this company harassing me to use them. I have blocked multiple numbers for them but they are still able to get through to leave a voicemail of **** asking to call back. This appears to be a common issue with this company and I urge everyone who considers them to realize they are a scam.

  

  Business Response

  Date: 08/01/2023

  We do apologize and have removed number from call list, 

  

  Business Response

  Date: 08/01/2023

  We do apologize and have removed number from call list, 

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair 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.

  I simply put my number in for a quote. Inevitably I chose a different moving option. This was almost 9 months ago. However, one specific employee, I think he gives his name as **** or something similar, is still constantly calling me. I blocked the business's number. He then began calling from a private number. Then it went to ringless voicemail. He STILL does this, after many attempts and many methods to get him to stop. At this point I don't know if he's a bot or just a creep but this is so wildly inappropriate. I want to stop being harassed! Stop calling me, leave me alone.

  

  Business Response

  Date: 06/29/2023

  Hello we do apologize we did not realize number stayed in system. We removed number and you will no longer get call, again we do apologize. Thank you 

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/10/2023

  Type:Product 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 informed ****** when I booked my move that the truck would have to park in the middle lane. I've seen moving trucks do this weekly at my building. She didn't say anything about this being a problem and only asked that I check with my building manager if a permit is needed. I did, and my building manager advised the same (that moving trucks park in the middle lane). When moving day came, they refused to do this and just left. They offered to come back Monday, but there would not magically be more parking on Monday. ****** ignored all my calls and emails. It was one of the worst days of my life, figuring out my cross country move on my own and I racked up a lot of expenses. I feel I am owed my $100 deposit back.

  

  Business Response

  Date: 03/28/2023

  Hi!

   

  I greatly apologize this may have fell between the cracks, I will make sure we get this handled right away.

   

   

  ********

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

   

  Fullhouse Movers Inc.

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

  Phone: ************

  *********:. 2813007

  MC: 941870

  UTC Permit HG067396

  

  Business Response

  Date: 03/30/2023

  We apologize for any inconvenience caused to ****************. Unfortunately we are unable to put our crew members in ***** way by parking our moving truck in the middle of a busy road to move furniture from a high rise to the truck. It also would have opened up **************** to theft as the truck would have needed to be left unattended as the crew moved back and forth loading her items from her apartment to the truck. In most major cities a parking permit is required and this is information that should have been shared with ****************. **************** has done a charge back on her credit card for the $100.00 deposit and we will not be refuting the charge back.