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:02/01/2023

  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.

  I choose this company for the move based on a fellow officer. I truly regret it. This complaint is about the company and not the men who showed up. The company hired those men. First my apartment flooded during the inclement weather in Georgia and I was displaced. Extremely stressed out I was required to leave my home immediately. I picked Brothers on the move with little research and that is my fault. Three young men showed up to my home, who was polite but under experienced. They broke two piece of furniture that was fairly new (less than a year old). They required a lot of direction. They acknowledge the damage was based on neglect. They forgot to put the guard rail up and items fell off the back of the truck. I understand basic hazard when moving versus pure neglect. The move was $ *****. I initially refused to pay but was reassured that Monday I would be fully reimbursed. That was a lie. I call the company and was advised I didnt purchase insurance. The moving company removed my items from my apartment and placed it on grounds at the apartment. No transportation required. Insurance really? Insurance with a deductible of 500. My items were $400 so I still wouldnt be reimbursed.This company is void of any accountability. The individual in management is the epitome of unprofessional. No call back, no reimbursement, no apologies. I had to call back three weeks later in reference to damages. I was advised they would not fully reimburse me despite the negligence of their staff. I was advised I should not have thrown the broken items away but their employees did. I was advised I should have called while the business was closed. And speak to whom? I provided receipts showing the items were brand new and was offered Pennies for my items. I work hard for the items I own. I later found out that none of my property was wrapped before being moved or going into a garage.

  Business Response

  Date: 02/01/2023

  Hello, this is a email to who ever it concerns I have talked with the customer concerning this issue and we had come to the conclusion that she did not purchase any additional moving insurance for her move. Which in all our emails it clearly states that without purchasing anything additional we are only required to take care of .60 per pound of the weight of the item that is damaged. Which would be taking care of the situation but our customer is not complying with this option which we are guessing that she wants a full refund of the item but we aren't required to take care of that. We would still love to assist her with help on this but she is actually making it pretty hard considering she has shut down that option. We do understand that our guys disposed of the damaged items but we always like for our customers to keep things before committing to purchasing anything additional before we can see if there is anything that could possibly be done with our repair guys. We are big on making things right with our customers and we are still looking to help her with this damge

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18963973
  
  I am rejecting this response because: Their employee promised a reimbursement of my merchandise to secure a payment. I would not have paid if the promise was not made. They are refusing to reimburse me for my property that was damaged due to neglect from their staff. They want me to pay them an additional $500 to receive as reimbursement for $400 worth of property. It has been over three weeks and still nothing. I have not received a call from any management. I have not even received a single payment. Their employees threw away the property so they dont even know what the weight of the item is. I was advised they would guess. This company is very unprofessional! They are scamming people. They continuously break people property. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/21/2023

  Good morning, This is just an email to explain what actually happened during the move for this customer. First and foremost the customer stated that they had water damage to their property before our company came out to move the items for her. With water and moisture, the item was weak from those damages. So when we did come to move it the items weren't in the best shape prior to us coming out. We like to go over inventory before any items are moved on our end. This customer failed to let us know that we would have even been moving such an item with water and moisture damage. we did offer her the free insurance option since she had not purchased anything additional for her move. The insurance options were sent to her on her through email which she signed off on. We have a feeling that the customer was not completely honest when giving us her inventory. which would have determined how long it would've taken our crew to do the job. We feel the majority of her frustration is coming from the price of the move not really what was damaged. With the quote, we sent it was a 3-hour minimum, but the move actually ended up taking 4.5 hours to do. which would be based on what she had that needed to be moved, indicating she had more things than she actually told us when booking. That is a big indication that the move would take longer and cost more than what we estimated. Also to state, this customer was not there for the drop-off portion of her move. When our crew normally gets done with a move we like to do walk-throughs so we are sure everything is how the customer would like them to be. Everything required from the customers insures the move goes swiftly which is also sent to every customer that books with us. Ultimately she had more things than she told us about so the move took longer than expected. When there are damages like this there is a process we have to follow. She did not ensure anything on her end for items she felt the need to. so the only thing we could give her back is the .60 cent per pound off the weight of the item she declined and is now requesting that she gets a full refund for the move. We would never promise any customer reimbursement for the move that is above us and can only be made by management. so our guys aren't capable of promising a customer that which is something she stated our crew said to her. She also told our crew to throw away the damaged property but we don't like for customers to do so. Before knowing if there is anything that can be fixed on our end with our repair guy she took it upon herself to throw them out.