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:06/19/2023

  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 originally hired College Hunks for my moving date which was 6/30/2023. I called and scheduled them on 5/30/23 and put down a deposit of $125.00. The customer service had the wrong date and time when I spoke with her. I had to make the correction because it was 6/30 not 5/30. Once this was corrected, I found out that my move had to be placed on hold due to pending layoffs with my job. I cancelled my move the very next day - 5/31 with a confirmation # of ******* and the customer service person told me that I would get my deposit refunded back of $125.00 because I cancelled within the correct timeframe. I still have not received my deposit credited back to my credit card. I have called College Hunks customer service over 10 times to try and get this resolved. I even drove over to the address provided on the website and there is no office. I am trying to get this resolved as soon as possible and I would appreciate help from the BBB to get this resolved and for me to get my deposit of $125.00 back as promised every time I speak to the customer service office. I have yet to receive a call back and it is very frustrating. I would appreciate any help you can provide to me in order to get this resolved. Thank you.

  

  Business Response

  Date: 06/19/2023

  Hi *****, We are very sorry to hear you did not receive the refund back for the job. Unfortunately after doing a search in our system we cannot locate a job under this job ID. Based on the zip code that you provided it looks like a different franchise may have helped with the move. Our location here in Milwaukee ** does not service the zip code you provided in Cottage Grove. Please feel free to give our sales and loyalty center a call at ************** and they would be able to connect you with the Oak Creek College Hunks Franchise that likely had the appointment originally set up on their calendar. I hope this helps and very sorry for the confusion here! 

• Initial Complaint

  Date:10/20/2022

  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 had movers on Monday they damaged furniture just got off the phone with ******. The head honcho at the office told me that its pretty much my fault that I signed off on a waiver that said that they were not responsible for any damages I have a dresser thats broken, theres a paint all over the wood on my furniture because apparently, its my fault I didnt have them wrap everything that they brought in. He said the damage mightve occurred from slamming on the brakes while they were driving. He also asked me what they did to damage it. He had such an arrogant cocky attitude on a complaint.Because we couldnt touch base for an inventory with a *** that was supposed to call me they were unequiipped with tools to disassemble legs on a table. They didnt have a wrench with them. I dont know what a basic tool kit would be but they only pack a basic tool kit. I didnt realize legs on a table were that required high tech tools. They came in smelling like skunk. They stunk like weed both after and when they got there, but apparently they have cameras in the truck that will protect the company from them smoking in trucks. They were 100% smoking weed. It was sour and skunky and they were definitely blazed. Idon't care if ppl smoke but they screwed you over by not being competent enough to move things m. I asked him for compensation for damage, and all he did was tell me a sign, the liability, waiver, saying that theyre not responsible for anything, and he would send a copy of the liability waiver to anybody. I complain too. I understand liability waiver, but I also understand responsibility for work that youve completed. Requesting partial refund.

  

  Business Response

  Date: 10/21/2022

  When the client booked the appointment on 10/10, she was informed that our local office would reach out to confirm the local details regarding the Job. When our local manager reached out  on 10/10 we did not get an answer from the client but received a text back stating that she was working and would have to call back after work. The client then called after 6pm and our local office was closed. We had reached out 3 more times in the next few days. On 10/15 we did the confirmation call and again did not get an answer for the client. The job was booked as a Stress free appointment, which is just the average time it takes to move a 1 bedroom apartment. We never were able to speak to her locally to get information to ensure our team came prepared for everything. We send the team with a basic toolkit for every job. When we started the appointment with the client we had went over the liability form. This is the documentation that tells the team how the client wants the work done. The client had stated right off the start that she did not want everything fully wrapped and protected, she only wanted a few  items wrapped. Our team did exactly as the client asked them. Unfortunately in the end there was damaged that happened to the item that was not wrapped or protected properly. we informed the client that this was agreed upon before we started the job. There is not physical evidence of any external damage that the team caused from being negligent. The client had signed the "Shippers disregard for best practices". This liability form is attached  to the response. 

  The team had a basic toolkit with them. In the end they needed a crescent wrench and a tiny screwdriver to fit in to take the leg off the table. Since the client did not get back to us locally we did not know we needed any special tools and the wrenches the team had were not the size needed. The client ended up finding out that her landlord had these and was able to get the item taken apart so we could move it to the new location. Since we did not disassemble the item we do not put the item back together. Another item that is agreed upon before we start the job. When the team arrived at the destination they did not have a hammer to break the door seal free. Someone has painted it shut. I informed the client and the team that for liability reasons we do not bring hammers out unless we know before hand that we need to build and assemble items. We typically like to have our estimator look at these items to ensure the team is prepared before we come. There are 100's of different tools that we have and we cannot come out with them all. This is why we do the confirmation call and estimates before the job. 

  We also informed the client that we do not allow the team to smoke any sort of drugs. We have all of our employees drug tested and they sign an agreement to be substance free while working for our company. We however cannot tell the team they cannot smoke cigarettes or any cigars that are purchased legally at the store. We have trained our team to not smoke anything around the client or their items. If they need to take a cigarette break they will do this in the truck or away from the client and their belongings. 

  The client had tipped the team $74.50 and requested that be refunded back. We informed her that we would refund the tip but that is all that we can refund given the documents that were signed when we started the job. This is why we go over these items before we do the work. If they sign the shippers disregard for best practices we then will only do the wrapping and protecting as they wish. We are only liable for damages if we wrap and protect the item which in this case the items that were wrapped were not damaged. The client acknowledged that. We hate to hear there are ever damages but this is why we fully wrap and protect items before moving them. 

  Customer Answer

  Date: 10/21/2022

  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 Ive already included pictures of the damage. I expect them to have some pride in their work and respect for other peoples items. I expect money to repair this damaged item. Ive already included pictures Im not uploading pictures again. The hammer was needed to take the door off and put the door on at the original location not the destination. And the wrench was a basic piece tool. If this was a reputable company, I would expect some resolution.
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