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:09/16/2024

  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.

  About a month ago we hired College Hunks Hauling Junk To pack our belongings for a military move to **************. They came To our home and estimated for us to rent two pods to pack our stuff into. On the packing day at the end of the day they have informed us that the pods we have ordered or not enough for our belongings, which resulted in us having to run out and spend additional $2000 on a U-Haul pod and even then our fridge, treadmill and dresser didnt fit and had to be left behind, We complained, and the company stated since it was their miscalculation they will not charge us for packing. However, when our items arrived in **************, we have discovered that everything has been packaged extremely poorly, which resulted in the majority of our furniture and pottery being broken. There were no cardboard dividers or blanket dividers between the furniture, which resulted in a lot of cracking or complete loss of items. Weve estimated the damage is to be at $4000, however the company had stated that they are only willing to pay us $500 for all of the damages. We lost a buffet cabinet, 2 dressers, beds were really damaged, several accent chairs and accessories. A lot of the items were of sentimental value that cannot be replaced. We are asking for a bare minimum and even that was denied. We feel extremely mistreated by this company especially because they came so highly recommended. We have provided them with detailed photos of all the damages as well.

  Business Response

  Date: 09/23/2024

  As stated by the customer, we did make a suggestion on *** size based on the information given by the customer about the size of the **** Based on the estimate and Cubic Feet the size and number of the *** should have been enough to fit everything. Normally we advise customers to check Pod sizing with the company directly as it is not our area of expertise. The customer contacted us frustrated with the situation, which we took responsibility for the misunderstanding and offered to complete their entire service free of charge. The service of 4 crew members was provided for two days, resulting in 14 hours in free labor trying to make the situation better for the customer and not cause more financial stress, as the customer did have to order another U-Haul. As it is with all labor jobs, when we are not transporting items in our trucks, we do not guarantee their safety on arrival at the destination as we have no control on how they are transported, stored, loaded or unloaded by another transportation company. It is also the customer's responsibility to provide and/or purchase blankets, wrapping materials, and straps/tie downs to protect their items from damage when transported in ****, U-Haul boxes, etc. As such, we do not provide coverage for damages to any items taken out of our care during transit. When the customer reached out about damages, we received the pictures and reviewed them. As stated, we are not liable for the damages and having not charged the customer for the service rendered were not under any obligation to reimburse or offer a settlement of any kind. However, we did want to do something for the customer and offered a $500 compensation for the cosmetic damages and repairs. Upon receiving the offer the customer stated that they estimated the damages to be $4000 and would accept no less, as they concluded that we should be responsible for damages as well as replacing the treadmill, refrigerator and other furniture items that were left behind. In this case, we feel that offering a free service and trying to offer a settlement of $500 is more than fair.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22292586
  
  I am rejecting this response because:

  we disagree with the companys Response, college, hunks, hauling junk, had sent their representative, **** to review our belongings prior to packing, and they have confirmed that we will need two large pods, which we had requested, however, on the day after packing out, they have informed us that they had made a mistake and underestimated the amount of belongings we had, and that our items will not fit into the pods, so we had to run out and search for an additional pod for which we had to pay an additional $2000, after which they informed us that they will come back and finish packing into the third pod, and That this time it will all definitely fit, however, the next day the same thing happened and it did not fit into the third pod so they have miscalculated twice, which resulted in us, losing our treadmill and a refrigerator and a dresser. In addition to this, they did a very poor job packing our items, most of the furniture was not wrapped in blankets for separated by cardboard, pillows were thrown on the floor, as well as blankets, everything was dirty, and a lot of our pottery and furniture was completely destroyed. We are a military family and have done 5 moves so far, we have never seen such level of destruction and damage to our belongings due to carelessness and inability to do what you promised to do, which is to safely pack our belongings. As a result we lost a lot of our furniture, dinnerware, and items that have sentimental value that cannot be replaced. This could have been easily avoided, had the company followed the protocol to pack our items with care, and to provide proper barriers for the furniture and everything else. This was not done. I understand that they didnt charge us for the pack out, however, this would be covered by the military and if it was packed well we wouldnt be missing so many of our items. At this point we have a broken dresser, buffet table, leather chair, completely broken kids dresser, missing a treadmill and a refrigerator. Lots of our dinnerware is broken as well and they are refusing to take responsibility for causing this due to poor packaging which they have agreed had occurred. We are floored with how unprofessionally our belongings were packed and we have provided photos as proof. 
  
  Sincerely,
  
  ******* And ******* *******

• Initial Complaint

  Date:11/02/2023

  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 called on September 15, 2023 to see if stacking a washer and dryer was something your company can do. I told the woman that I have the kit and the tools. She assured me that yes, College Hunks could definitely do that for me. She asked how many guys I would need, I said two. Then she told me that you have a two-hour minimum and it would be $185 plus a $75 travel fee (which I absolutely don't understand, but okay). I said, "So, $260?" She paused and then said "Yes." I agreed. I knew I did not have two hours' worth of work, and $260 seemed pretty steep, but I needed the washer/dryer stacked. The two young men arrived on time on September 16th, and were professional and helpful. They were, however, not qualified to stack the washer and dryer in a safe manner as the scheduler had promised. This is really not the type of job they do--which is why I specifically asked before making the appointment. They stacked them but did not attach them to each other in any way. One hard spin cycle would have sent my dryer tumbling to the floor. I was shocked when they told me (after the work was as done as they could do) the bill came to $465! I did pay the bill because I didn't feel it was the young men's responsibility to justify what was certainly a corporate issue.The College Hunks website says:"Making the right choice comes from making an informed decision. We pride ourselves on offering free, completely transparent estimates on all services before we get started." This was absolutely untrue in my case. I would never have made the appointment had I known how exorbitant the fee would be.I responded to the "How did we do?" survey and called the company twice with this complaint. The corporate office simply passes the complaint on to the franchise, which so far, has not responded to me in any way.I would like a refund of $205, which is the difference between the price I was quoted on the phone when making the appointment and the price I was charged.

  Customer Answer

  Date: 11/05/2023

  Corporate headquarters had apparently not alerted the franchise to my complaint. Upon receiving notification from BBB, they finally sent the information to the franchise owner, who immediately called me with sincere apology and an immediate refund. 

  Business Response

  Date: 11/15/2023

  Once this situation was brought to our attention, the customer was immediately called and was refunded. While we are locally owned and operated, we are a Franchise and subject to using the call center through the corporate office. Our location was unaware of the customer's complaint until notified by the BBB, which we greatly appreciate as we always strive to provide the best resolution possible if something does not meet a customer's satisfaction. We appreciate ******************** understanding and her update in the notes of her initial complaint explaining what happened and the resolution that was reached. 

  Customer Answer

  Date: 11/15/2023

   
  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:05/28/2023

  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.

  We were told that they could come out and do some yard work. They came out and spent a few hours doing God knows what and we were charged $987 for the crappiest job ever. I wanted them to clear the garden areas of weeds and they whacked them with a weed whacker. I wanted them to trim all the shrubs and cut down a shrub that had died. They sent out 3 young kids who had no idea what yard work is. The did not do the job to my satisfaction. When I spoke to a manager the following day he said he could give me a $385 credit on the **** that we used. This is still not good enough. Now I have to go out and hire someone else to come out and do the job they were supposed to.

  Business Response

  Date: 06/08/2023

  The Customer is correct in their assessment that the crew is not trained in yardwork, we are a moving and junk removal company; which was explained multiple times in conversations leading up to the job. It was communicated by the customer to our staff that quotes had been received from other landscaping companies, but they were unable to schedule or not responsive to the time in which the customer preferred. Again, concern and explanation was communicated from our staff to make sure the customer was aware landscaping was not one of our usual services, as we provide labor specific to household goods and moving furniture. It was agreed to come out and provide mowing, weed eating and some **** trimming as stated. After reviewing the customer's concerns and investigating the matter further, we determined the job was not completed to the level it should have been, and offered the customer a refund of $847.50. While this was not the type of service we usually provide, we do strive to provide resolutions for jobs that are not completed to the customer's expectations. The only portion of the job we were unable to refund was the tip the customer gave to the crew. The reason being, it is illegal for us to take a tip back from a crew as that tip is exchanged between the customer and the crew, not part of the company's property. This resolution was presented to the customer and the refunded amount has been credited back to the card used for payment.