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Business Profile

House Movers

Move Busters LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in House Movers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    UnresolvedMore 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 Service: 8/30/2024 Amount Paid to Move Busters LLC: $900 (excluding $180 in tips)Move Busters was contracted to help move my household items and appliances from ********************* to my new home at ********************************** the move, I noticed my ******* freezer was damaged as a result of poor handling/protection.I reached out to ******** at Move Busters who initially assured me this would be covered by their insurance company, ***********. ******** shared with me that coverage was approved and claimed a check was mailed out, however, as of 11/12/2024, I have still not received any compensation for the moving damages. Move ****** has not responded to any of my calls or emails regarding this matter.

    Business Response

    Date: 11/20/2024

    Dear Better Business Bureau,
    I am writing to respond to a recent complaint from a customer requesting a refund for alleged damage during a service provided by our company. After reviewing the situation thoroughly, I believe the customer is attempting to take advantage of our company, particularly given that they signed paperwork confirming no damage was done at the time of service.
    Our crew members, who were present during the service, have affirmed that no damage occurred during their work. Additionally, the customer signed a form explicitly stating that no damage was noted before, during, or after the service. This document serves as an acknowledgment that the property was in good condition when we completed the job.
    As a young company, we are committed to delivering excellent service and maintaining our reputation. However, we cannot accept responsibility for damages that were not reported at the time of service and were contradicted by the signed agreement. We believe that the customer may be attempting to exploit this situation to secure a refund, and we kindly request that the BBB consider the signed documentation and crew testimony in assessing this claim.
    Thank you for your understanding and for considering our perspective in resolving this matter.
    Sincerely,

    Move Busters

    Customer Answer

    Date: 11/20/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    First, thank you for reaching out to the business on my behalf to address the unresolved damages from my move on August 30th, 2024. While I appreciate the response from Move Busters, I believe the damages truly occurred under their supervision and due to lack of protection and care for my personal property.
    Prior to inquiring their services, I took a picture of my freezer (see image attached, left). As soon as I noticed the damages as a result of the move, I snapped a photo (see image attached, right) and shared this with Move Busters.  

    ******** from Move Busters and I had multiple conversations (see attached call logs and messages) between September 1st and October 11th, 2024 where he admitted to the damages, filed for an insurance claim, and stated *********** had issued payment for the damages. If the moving company truly believed they were not at fault, why would they engage in the conversations and continuously claim they have updates and resolution to my damages? I find the actions from Move ****** highly suspicious and believe they may be trying to claim insurance fraud for damages with my personal property.


    While this is extremely frustrating to have personal items damaged during a move, it is outrageous this business lacks accountability, care for the services they provide to their customers, all while running a highly suspicious business practice when it comes to insurance claims.


    Based on the conversations I had with ********, Progressive in total issued two checks, one that was supposedly mailed out on September 30th,2024 and another replacement check on October 11th, 2024 (since the initial check never arrived). The resolution I am seeking should not impact Move Busters bottom line as this should be covered through their insurance.
    I am once again requesting that the Better Business Bureau assist me in obtaining a resolution from Move Busters to cover the damages to my freezer as initially promised.


    Thank you for your time and assistance. Please feel free to reach me via email should you require additional details regarding this complaint.


    Regards,

    **** **

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