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:10/29/2024

  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.

  They spent 11 1/2 hours that should have taken 5-6 hours. Showers up late, was to be at my house between 7-8 Am after several phone calls they showed up at 10:30am. They worked very slow and seemed like they would never get done. They broke the front storm door, broke the leg off my love seat and lost a night stand.
  I tried to call this man, he won’t answer his phone, I sent a text and heard nothing from him.
  I would like to have my front storm door fixed, nightstand replaced,and compensated for the leg we had to replace on the love seat.
  They didn’t leave here until 10:30 Pm at that point we told them to unload the truck put the stuff in the garage and leave. We had neighbors complaining, it was a very ad experience.

  Business Response

  Date: 10/30/2024

  Dear Mrs. ******,
  
  We sincerely apologize for the late arrival during your
  recent move. While we acknowledge our responsibility, it’s important to note
  that the three rescheduled moving dates required extensive changes to contracts
  and logistics, which contributed to confusion about the actual service date.
  
  On the day of your move, we received your call around 2 PM
  and checked on our team an hour later. They were performing excellently, and
  while we intended to discuss your satisfaction, you were unavailable. However,
  your daughter expressed appreciation for our team’s work. The loading was
  completed by 4:30 PM, after which our crew took a brief dinner break.
  
  With over 25 years in this industry, we often encounter
  clients with high expectations regarding the speed of moves. We prioritize the
  careful handling of your belongings, which can be time-consuming. All of your
  furniture was adequately protected with blankets and shrink wrap. Had we
  performed a full wrap and pack, it would have taken approximately 1.5 to 2
  days.
  
  Regarding the reported damages, we found no issues during
  our final inspection. Our policy encourages clients to review their items upon
  delivery, and no concerns were raised at that time. Claims of damage to storm
  doors or love seats seem inconsistent with our records. Additionally, your
  son-in-law is responsible for the storm door’s placement; we had no involvement
  in it.
  
  We are concerned about report of your son-in-law’s
  aggressive behavior towards our staff, which prompted us to consider calling
  local authorities. We do not tolerate such conduct.
  
  The disputed amount of $3,258.70 is not justified, as you
  signed off on the completion of our services, confirming your satisfaction. We
  are disappointed to address this matter, especially given our commitment to
  quality service.
  

  Customer Answer

  Date: 11/05/2024

  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.
  
  
  
  Just want to tell you there was never a final walk through. This was a terrible experience for us all. The front door was not broke by my son-in-law, he didn’t even come to the condo until late that night after there was so much confusion with the neighbors. The damage done was due to the door being forced open to far. I don’t know how the leg got broke off the loveseat. The main thing now is what happened to the night stand?
  When they came to load my furniture they had other furniture on the truck, not sure what was on there but they did set off some kind of a motor bike both before loading and before unloading.
  Would like to have a refund to cover fixing the door, fixing the love seat and replacing the night stand. I would think this would be around $1000.00 to cover the damage and replacing the night stand.
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 11/07/2024

  Dear Mrs. ******,
  We would like to reiterate our position regarding the issues you have raised. We stand by our previous response.
  It is important to note that your son-in-law’s behavior, specifically his use of inappropriate language after 9:00 PM in a quiet residential area, contributed to the situation. We acknowledge that this may have caused frustration, but we maintain that the items in question, including the nightstand, were delivered as agreed in whole. Additionally, both Mrs. ****** and your son-in-law were given the opportunity to inspect the back of the truck at the conclusion of the move, and the contract, which was signed, confirms that all cargo was delivered in full and to your satisfaction.
  We also recommend being mindful when scheduling personal events, such as dinner plans, on the same day as a moving job. A full household move can take significant time, and managing expectations upfront can help prevent any misunderstandings.
  Lastly, we strongly encourage homeowners to be present during both the loading and unloading processes. This ensures that specific preferences and requirements can be communicated clearly to the moving team, resulting in a smoother experience.
  We appreciate your understanding and cooperation.
  Sincerely,
  Accedia Moving Services LLC

  Customer Answer

  Date: 11/08/2024

  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.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  ***** ******