Complaints

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• Initial Complaint

  Date:01/23/2025

  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.

  When moving, I spoke with the owner who gave me a quote for our 1200 sq ft townhome, so I proceeded (11/8/24). I packed some of my items and from my last move, some items were still in boxes. So the job was not as big as they later claimed.Three movers arrived, I showed them what I needed packed and what was already packed/ needed to be moved. Before we left the home (about an hour after they arrived) they had already packed most of the kitchen/ master bedroom. Most of the items in the garage were already packed by me and both bathrooms were already packed by me. So the remainder was baby room furniture, hallway closet, living room, and the pre-packed boxes I had already taken all the clothes from the baby room closet to the new house.More than 7 hours later they called and said it was more than they thought which doesnt make sense since I pre-packed. At my new home, they also said they needed extra boxes and charged $1000 for them. However, when I started unpacking, I saw they had taken the items from the pre-packed large boxes and packed them in their own smaller boxes. So, thats how they wasted time/needed extra boxes to charge me more. I ended up paying approx. $2000 more than the original quote between labor and boxes!Also, I had shown them where my tv box was and they left it at the house and charged me for their box, which they took with them. Most of the boxes were half full or less than half. Many of my items were missing, including sweat pants, xl ziploc bags with clothes, jackets, hats, books, shoes, blankets. When I returned to my old house, in the bathroom, they had placed boxes of my items from my bedroom, which I had to take on my own and my tv box was where I had shown them. Also, one man told us that with this amount tips should be $100 each. He brought up tip several times. I felt pressured to tip $300 in total and then I was pressured into leaving a 5 star ****** review while he stood over **** can provide pictures.

  

  Business Response

  Date: 03/28/2025

  Dear *******,
  
  Thank you for sharing your feedback. We are sorry for any inconvenience caused and appreciate the opportunity to address some of the points you've raised.
  
  First, we'd like to clarify that all three crew members assigned to your move are experienced field supervisors, ensuring that the job was handled by knowledgeable professionals. We are sorry that the move took longer than you anticipated, but there was never a set number of hours the total pack/move would take. As communicated before the move, we provided boxes for your items, and we reviewed the pricing for each box size with you in advance. We also understand that some items were packed prior to our arrival, which affected the time it took to complete the move. Unfortunately, some of those items werent packed in a way that would ensure their safety during transport, so we had to re-pack them to prevent damage.
  
  Additionally, there was no written or binding quote given for the move, so we are unclear about the source of the $2,000 overage. To ensure the safe transport of your TV, we opted to use our companys TV box, as the one provided did not have proper packing materials. We are sorry that your boxes of used clothing and shoes are missing, and we understand how frustrating this can be.
  
  In regards to tipping, you asked us for guidance on what might be appropriate, and we provided the standard suggestion of 10-20%. While we are grateful for any tips, we understand that tipping is always voluntary, and we never want to pressure our customers into doing so. We also offered assistance with leaving a ****** review, and made sure you didnt have any questions during that process. However, the decision to leave the review and tip was entirely at your discretion.
  
  We are sorry that there were aspects of the experience that didnt meet your expectations. Your feedback is valuable, and we will use it to continue improving.

  Customer Answer

  Date: 04/07/2025

  1. We were provided a time estimate, which the move greatly exceeded.  It is worth noting that we were present for the first 1.5 hrs of the packing, in which most of the upstairs, the kitchen, and the living room was about 60% or more completed.  The items that were pre-packed from our earlier move were in the garage. 90% of the garage was already packed with only one shelf left to pack.   The majority of what was in the garage was clothes, already packed in moving boxes (some of which were never delivered to us).  The re-pack to prevent damage is false.  Our items were already packed from our move and were never unpacked.  Also, clothes are not breakable. 

  2. Although there wasnt a written quote, we spoke numbers on the phone and were provided an estimate based on the size of the townhouse, inventory, and estimated boxes. (Again, we moved across the country the year before, so we are not unfamiliar with using moving companies.) The final total greatly exceeded the estimate due to the unnecessary packing and repacking/boxes.  The TV box we wanted our TV to be brought in was the original TV box that came with the TV which still had the original styrofoam/packing.  The box was left untouched in the garage along with other items that the movers were asked to transport. It is also worth noting that when I returned to the home to do a final walk-through.

  3. Neither my wife nor I asked for guidance on tipping.  We know how to tip.  That is a ridiculous claim!  We were told multiple times that in a move like this we should tip $100 each per mover.  We were also pressured into providing a 5 star ****** review, not asked.  The mover TOLD my wife to pull out the phone in order to leave the review and he stood over her and watched her do it.