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:06/30/2023

  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.

  I hired Positive Movers to move furniture and household belongings on 6/18/2023 to move from *** ******* ***** Charleston, WV 25302 to **** ******* ***** *********** WV 25313. The company had good reviews and I was given a quote of roughly $1400 IF the movers had to also help us pack boxes. They did NOT have to help with this. After showing up an hour and 15 minutes late, 3 workers moved relatively slow since they were being paid by the hour. At one point they told me they were taking a "20 minute lunch" at ********* and would pick up extra blankets. 2 hours later they made it back. They also managed to avoid a couple of larger items that forced them to make 2 trips instead of 1. Hourly pay. More time. They finished up at 9:29PM, but of course wrote 9:45 on the invoice. When asking me to pay, I was shown a piece of paper that I was not allowed to keep and I was not given a copy. All I received was a blurry pic of the paper, which I have attached. The total charge was $1881.26, which was way above the quote, but I wrote them a check because I was too tired to argue about it. I work 2 jobs and my fiancee and I are both 51. We couldn't have moved the stuff ourselves so I had to hire someone. We have been working nonstop for 2 months on our house and her old house to sell. After taking a break for a couple of days we started moving items and unpacking. So far almost every large item is damaged. A dresser was ruined, a large UHD TV was dented, a tv stand was damaged, a desk was taken apart with no idea where the hardware went, a couch was ripped and I am sure there are other things. EVerywhere we look, something is ruined. Total disaster. I reached out to the owner on June 24th when I noticed everything and his answer was basically "too bad. nothing we can do". I was told that they have insurance on the items and their service before the job was done. I need a refund and compensation for the damaged items. I also tipped the guys before I knew that everything was ruined.

  Business Response

  Date: 07/05/2023

  The customer was very happy with the service upon completion of the job and no damage was reported. There is a time period for customers to submit claims which he did not make. The customer is trying to get a refund because he paid more than expected. 1400.00 was an estimate and he was told that it was just an estimate and that the total due could be higher or lower. The job took as long as it did because the crew was asked by the customer to move things back and fort throughout the home multiple times. 

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Items were NOT asked to be moved multiple times. There were about 6 or 7 items that were moved from the living room to the garage. This took a total of about 5 additional minutes. As for reporting the damage, we had an entire house full of items to unpack and sort throughout the house. We are still unpacking and we are STILL finding damaged items. Everywhere we look something is scratched, dented, chipped or torn. If I had noticed all of this damage the night that the job was completed, I would not have paid anything. It was impossible to see it then because everything was piled on top of each other. That's what happens when you move. What does NOT happen is to expect everything to be damaged when hiring a professional company. My biggest complaint is not the cost being higher than the estimate. My biggest problem is that EVERYTHING we look at has some kind of damage. When I reported what damage I had noticed to the owner, I was told "too bad". Now I am finding more and more damaged items. It's ridiculous. 
  
  
  
  Regards,
  
  
  
  Todd *****

• Initial Complaint

  Date:11/07/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  On Monday May 30, 2022, we contracted with Positive Moves (located at *** **** *** ** *********** ** *****) for an interstate move from Charleston WV to Portland OR, for a cost of $5,000, plus we paid an additional $250 for full insurance coverage. We paid $2,750 at the time of pick up and $2,500 at the time of delivery, for a total of $5,250.
  
  Prior to delivery, the company called me and said that the truck had been in an accident, and our grandfather clock was damaged, and that the driver was dropping it off at a repair shop. The repair shop determined a repair cost of $8,000, but stated that the damage was so severe that the clock could not be fully restored and stated it was a total loss (the top had broken off). Replacement value was estimated at $10,000-$13,000. Upon delivery of the other items, we noticed that other furniture items, as well as our car, which was towed behind the truck, had also been significantly damaged in the accident.
  
  We obtained estimates for repairs and provided them to Positive Moves, which agreed on June 9 to compensate us by paying for repairs totaling $12,075.30.
  
  On July 7, 2022, the company sent $3,020 and stated we would receive additional installments, but now, (4 months later) we have not received any further payments, and the company has not responded to our attempts to contact them, including a registered letter. The company owes us an outstanding balance of $9,055.30 to pay for the repairs of damages to our property that they caused.

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  ****** ***** with Positive Moves Moving Company will not return any of my numerous calls or voicemails. He was hired by me in June 2022 to move/pack my items from WV to TX. Him and his crew came on June 20th to “pack” and load up my items to move. They traveled on June 21st and 22nd and arrived on the 22nd, as scheduled. The issue arises with the lack of care, competence and ability to properly pack the items appropriately.
  
  Upon unpacking items, there have been numerous items that were damaged and/or broken, because they did not even attempt to wrap and pack them properly. Packing 5 glass items in a box with NOTHING (no packing paper, bubble wrap, blankets) is highly unacceptable. There were also other boxes that I opened so far that has loose glasses just laying on the top of other items and NOT wrapped at all. This company should not advertise nor offer the add-on service of packing if they cannot actually provide the service adequately. I am extremely upset about numerous items that are irreplaceable that were broken due to their negligence.
  
  I have called numerous times over the last 3 weeks to get the info on submitting the claims to get money back or even just the items replaced. I am also STILL waiting for Dallas to reply and give me the answer as to how long I have to submit claims for broken items, since I am not moving into a new house at the moment and certain things are just remaining in storage and have not all been opened yet. I need to know if I can wait until I move into a house and unpack OR if this should all be done now to verify and submit claims if there happens to be more broken items.
  
  He answered every single call prior to the move and provided great customer service and never missed a call when I was asking a question and had no problem at all taking my money/payments but now out of no where, he will not answer any call or voicemail from me. This is unprofessional, sketchy and poor business practice. This cut me off-I will attach a doc

  Customer Answer

  Date: 08/16/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Positive Moves regarding complaint ID ********. I wish there was more action to be taken because they owe me money and replacement items….
  
  
  
  Regards,
  
  
  
  ***** ****