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:08/09/2022

  Type:Order 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 worked with ********************* from Full House Movers to receive a quote of 25,486$ for a full service pack and move from Washington to **************. After having done a lot of research and hearing about other scams and extortion I had questioned **** to ask if this was a "binding" quote to which he had responded yes, he claimed to be very thorough. We walked through every room while I described every item, even ones we ultimately did not take on our move (washer, dryer, bicycles, Thule cargo carrier). We drove to ** on 7/1 with the moving company showing up on 7/3 with our realtor directing them. After starting to pack, they called us while we were driving to inform us they could not do the move for the quoted price, but instead they would need to change the charge to $37,697.10, which included 10k+ additional cargo (a 40% increase from the thorough binding quote) and an additional packing fee that was shown as included in the original quote. Given we were driving and unable to drive back with a lot of other services lined up to sell our house afterwards, we had no real recourse but to agree. Today, 8/9/2022 I received a call from Full House moving saying that they were going to up our storage cost form the quoted 1200$ / month to 2100$/month (this was no proposed in the new quote or spoken about) and that the new balance of our account was $41,990.91 (with storage not included yet since we had not reached the end of our free storage period). At this point I believe Full House Moving to be extorting us for additional money and I've also filed a tip to the *** knowing they are looking into these practices with movers across the country.

  

  Business Response

  Date: 08/15/2022

  Good evening Mark,
  
  So I understand there was some up and downs during the move,and I apologize on behalf of Full House Movers.

  
  Now lets break everything down, It is REQUIRED that you have to sign off on Interstates Order for Service that list off your inventory.  In that order for service states that: The above estimate is a binding quote for the inventory listed below. Customer may add or subtract any item and final charges will be adjusted accordingly. You signed off that you understood if youre move (cuft) went up, the price would be adjusted according to the finale cubic feet that was measured out.  On the Revised Written Estimate, it list on the last page all of the extra items that were NOT on the inventory list.  On that, you had an ADDITIONAL ***** cuft added on top of the *****cuft that you started with. The ******* would have done a walk through at the beginning of your pick up and you would have been informed of an increase to your move. 

  When you originally were quoted for the storage that was based upon your original binding quote of ***** cuft, as your move increases, so does your storage pricing.  Exact monthly storage rate for **** cuft is $2137.00.

  
  I hope everything was explained thoroughly enough for you,and I apologize again for the inconveniences you may have experienced.
  Thank you.

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17693957
  
  I am rejecting this response because: The explanation by the business would be reasonable if the extra items added to the move all existed. For instance, the "added items" included two outside patio sofas, we have 1 outdoor loveseat and it was on the original estimate. It also included over 100 more boxes, nearly double the estimate given over the phone. I believe Full House Movers uses predatory practices to give knowingly low quotes over the phone to lock customers into a move. I as a customer has little opportunity to make a change when the movers show up, and they are in a position of power as I have other activities scheduled that cannot be easily changed.

  On top of this, and as stated in the original complaint, the price of the move has also gone up since the pickup date and they continue to avoid this question. The revised quote they sent had a price of ~37,600$, yet when they called me last week my balance was somehow ~41,900$, an over 4000$ increase from the binding estimate they gave on site. This practice is known as "weight bumping" and is illegal. 

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

  

  Business Response

  Date: 09/12/2022

  The Shaldas worked with Shye to quote the relocation of their items from ********* ** to ******, **, a complete move with a full packing service, quoted at $25999.00. When the move was booked a comprehensive inventory was done by our relocation specialist with the customer. At that time the customer provided 387 items that were to be relocated. These items are what the quote was based on. Attached you will find the order for service that was signed by the customer acknowledging and accepting the inventory list provided as well as the fact that the binding quote is for the inventory listed on the order for service. That the customer can add or subtract any items and that final charges will be adjusted accordingly. On day of pick up the crew arrived with the inventory list that was provided to Shye by the Shaldas, a total of 387 items.  When the ******* did the walk through with the customer any items that were not on the inventory list would have been pointed out to the customer and the ******* would have gotten confirmation if the items were being moved or not. Before any items were packed and loaded the customer would have had to sign off on the additional items that were being added to the inventory and because they had signed off on the order for service they would have been aware that any items added would affect the final charges. Now looking at the description of additional goods, which the customer so graciously provided, I see that there were some pretty large items that were not included in the inventory list provided at time of booking, like patio furniture and a piano and bench, not including the additional boxes. I understand the customers frustration regarding the increase of the move cost because we try our hardest to provide the most accurate quote as possible and we depend on the customer to give us the most accurate accounting of their items, but unfortunately sometimes we do not realize how much stuff we have until we start putting it in boxes. Now, there was a glitch with our software and an additional charge was added to the move cost but we have corrected that glitch and updated the price.The Shaldas have their items in storage with us for the foreseeable future and before their items can be released from storage to the dispatch line a minimum of 50% would need to be paid towards the move. The Shaldas can reach out to us at any time to find out their new adjusted balance and also to make payment.