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:07/18/2023

  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 email sent to Swiflee on 5/9. Follow up sent. No response:Hi there,Our entertainment center and our bed frame were damaged upon loading and/or during transit and I need to open a claim.The entertainment center was wrapped in furniture padding so the damage went unnoticed until unloading. Apart from a chunk missing, many of the locks crews came out also.Additionally our bed frame piece was damaged, the part that goes into the hole. We tried shaving the piece down so it would be circular again/not flat and connect, but it still will not connect.Please let me know how to proceed with a claim.Thank you,***********************

  Customer Answer

  Date: 08/24/2023

  We hired Swiflee in May for moving services. We ended up with a damaged bed frame and damaged entertainment center. A moving company will be insured, and while neither party (business, consumer) wants damage, a reputable company would respond to a claim request in some manner. However, my initial claim request sent to ****************************** in on 5/9 was ignored, and so was my follow up on 5/11. It is now July and I've not heard back from the company, so I've opened a BBB complaint in hopes that this will motivate the company to do what is right and communicate with the consumer about what the next steps are in their claims process. This company caused over $600 in damage to my property, and then refused any response. This is not a reputable company. I'd hire someone with more experience in the field and better reviews. I'll update this review if/when the company and I are able to settle this.
  

  Business Response

  Date: 11/14/2023

  This move was through a 3rd party (Uhaul - Moving Help) and it was scheduled for 2 hours.  

  ****** read the terms and conditions for the move and indicated "yes" on the check box when she booked with us.  Please refer to Term 3.A and 3.B in our Terms and Conditions - swiflee.com/terms, which states, "Swiflee limited liability is a, free of charge, company provided valuation it is not insurance. Swiflees valuation ends immediately upon crew jobsite departure. If damage occurs to your household goods while a Swiflee Mover is actively loading/unloading your items, Swiflees valuation coverage is limited to a rate schedule of $00.60 per pound per item. Damage which occurs during transit is not covered for any reason. Swiflee is not responsible for unpackaged or improperly packed items that *** break during the services due to packing by the Client. Items which are part of a pair or set will be valued as individual items."

  3.B Swiflee will not provide packing material, furniture pads, tie-downs, ratchet straps, shrink-wrap, packing tape or any packing supplies for Moving ***** Services. The Client agrees to provide all Packing Materials for the move. Packing materials such as furniture pads and tie-downs are strongly recommended to prevent movement and/or reduce the risk of damage to items during transit. Please inquire about how to purchase/rent these items prior to your load date.
  

  Those items should have been wrapped with furniture pads and movers wrap, which is what we do when we do a full service move.  Since this move was a moving labor service through Uhaul, and the customer, ***********************, did not provide packaging or packing material (Terms 3B), we are not responsible for damages that occur while handling their items. 

  This is attachment is from our calendar for proof that she did in fact read the terms and conditions.