This Business is not BBB accredited
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On 9/30/2014 this business's accreditation in the BBB was revoked by the BBB's Board of Directors due to its failure to adhere to the BBB requirement that Accredited Businesses meet and abide by the following standards:
- 6A. Promptly respond to all complaints forwarded by BBB by:
- Resolving the complaint directly with the complainant and notifying BBB, or
- Providing BBB with a response that BBB determines:
- is professional,
- addresses all of the issues raised by the complainant,
- includes appropriate evidence and documents supporting the business' position, and
- explains why any relief sought by the complainant cannot or should not be granted.
This business is not BBB accredited.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for My Guys Moving & Storage Inc include:
- 2 complaints filed against business that were not resolved
- BBB Accreditation was revoked because the business failed to honor its accreditation agreement with BBB.
Factors that raised the rating for My Guys Moving & Storage Inc include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 8 complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||8|
Licensing, Bonding or Registration
These agencies may include:
U.S. Department of Transportation (DOT)-Federal
1200 New Jersey Avenue, S.E., Washington DC 20590
Phone Number: 202-366-9805
The number is 125558.
U.S. Department of Transportation (Interstate Movers)-Federal
1200 New Jersey Av SE, Washington DC 20590
Phone Number: 202-366-2519
The number is 6992.
Type of Entity
Business ManagementMr. Brett Burks, President Mr. Joe Robinette, COO
Industry TipsMoving tips - General
THIS LOCATION IS NOT BBB ACCREDITED
45726 Elmwood Ct.
Sterling, VA 20166 Directions
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Additional Phone Numbers
- (703) 931-5402(Phone)
Additional Web Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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|4/29/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: Some time has passed but I feel it necessary to file this complaint to perhaps heal the hurt from the treatment I received from this company with regard to my concerns about missing containers and property damage. If It were disclosed prior to my move that my contents may be unloaded and reloaded before its final destination I would have contacted another mover. I first contacted My Guys Moving and Storage, formally Two Guys and a Truck January 2012. On January 31, 2012, ****** ******** a representative was sent to my home in ******* to view what was to be moved. Two estimates were provided. **** came out prior to the move to make sure there were no changes to what was to be moved. The first estimate of $1,674.00 to take place March 21, 2012. This load consisted of containers I packed along with some furniture, leaving ******* to my new home in *********, PA. When the truck arrived the driver had me sign a delivery receipt. Before the truck was unloaded I was shocked to find the contents in complete disorder. The tops of some containers were damaged and some containers bent. I was told at that time the truck was unloaded at their warehouse so it could be used for a local move then the truck was reloaded with my stuff to continue to its destination. I was told since I signed the receipt I accepted this delivery as is so I had to pay the bill presented for $3,687.55. This amount was $1,813.55 more than originally quoted. There was no apology or offer to refer me to someone who could make some sort of restitution for damages. ****** ** ****** came to my home in ******* a couple times before the second move to make sure there were no changes or additions as to what was to be moved. I complained to ****** as to my disappointment concerning the first move, He was clueless as to the handling as his job was estimates. The second move consisted of some containers and balance of my furniture taken place July 11, 2012. The estimate for that move was $2,116.00 and on arrival the bill was $3,191.79. This was $1,075.90 more than quoted. My furniture was nicked and scratched. I was told the difference in the amount quoted and final bill was because I was being charged for the weight. My concern was with my load there was another family’s contents along with mine so was I paying for my load or my load and another customer’s load. I called the company numerous times. I spoke with *** ******* on September 18, 2012, ****** ******** in October 2012, ******** ****** November 2012 and *** ********* April 12, 2013. I left three messages for (previous & current) ***** *********//***** *****, owner of the company but he never returned my calls. I did receive a claim form from ******** *** **** ***** **** ****** which clearly states only claims filed within nine months of the deliveries would be considered. It may be too late to ask for any kind of restitution but, I would like this company to provide full disclosure to all its future customers regarding loading & reloading contents and the possible inclusion of another move along with theirs. Scary this company moves local, long distance and international. Had I known these practices in advance I would have contacted another company.
Desired Settlement: It may be too late to ask for any kind of restitution but, I woulf like this company to provide full disclosure to all of its future customers regarding loading & reloading contents and the possible inclusion of another move along with theirs. Scary this company moves local, long distance and international. Had I known these practices in advance I would have contacted another company.
Business Response: Please be advised that we are in receipt of this email. While we understand the customer's frustration, the fact cannot be denied that the customer on the day of unloading signed the attached inventory forms showing all items loaded were tendered for delivery. At delivery, the customer was presented the attached copies of the inventory pages at time of delivery-her signature indicates that all goods were delivered in the same condition as when loaded. There are not any notations indicating items were opened, or not received in the same condition as when loaded. The customer is insistent upon stating the goods were transferred from one truck to another-this is not the case, the same truck the shipment loaded onto, is the truck the shipment with the same driver and helper.
We ask this claim be closed as quickly as possible.
Problems with Product/Service
Read Complaint Details
Complaint: Prior to our move, company representative ****** ******** visited our home and did a complete walk through with the home owner, noting all the items that would need to be moved and which items the company would need to pack prior to the move. On the day of the move, moving company truck arrived significantly late, understaffed, and without sufficient boxes to contain our items. Additionally, movers had no idea that they would need to pack numerous items (such as all kitchen items, glassware, plates, cookware) for the home owner, as specifically discussed with company representative. Home owner called ****** ******** who proceeded to deny all claims of the home owner that they had discussed such a role for the moving company. Eventually, *** ******** offered to take care of the situation and sent more employees and boxes and they did pack the items. Unfortunately all of this led to our being about 5 hours later than originally intended, due to their lateness, additional afternoon traffic, and the need to stop for dinner. On the way, another company representative called me and gleefully announced the greatly higher than expected fee for our move, which I had no option but to pay. Upon arrival, employees shoved paperwork in front of us demanding that we sign it so they could go home. We discovered later that several items were broken, including one of our children's bed such that he could not sleep in it that night (a leg was broken off and a company employee had tried to simply wrap it in moving tape, which was grossly insufficient to make the bed safe for use). We had to buy a new bed. Then, I had to make multiple requests, ultimately taking two months, to finally receive a copy of the invoice detailing the charges for our move. The time I spent making multiple phone calls and emails was of great expense to me. Upon review of the invoice in late September I noticed that we had been charged $233.22 for overtime unloading! This was outrageous considering that the overtime was necessitated by the company's to arrive on time and prepared to pack our items. The company has a stated Promise in their official documents that was not met; they did not "deliver a stress-free and damage-free move". Despite complaints made via phone to *** ********, he made no effort to either apologize to us or compensate us for these failures on the part of himself, his employees, and his company.
Desired Settlement: We paid $3,341.39, including a $200 deposit. The overtime unloading charge of $233.22 should be refunded. Additionally, a refund in the range of 10% ($310) of the remaining moving costs ($3,341.39-$233.22 = $3,108.17) would be appropriate considering the Promise of the company and their failure to live up to it and their repeated lack of concern for the damage done by their actions and inaction. Also, an apology seems appropriate. Our move was filled with stress from start to end, and some damage to our property as well. In each case, the moving company was at fault.
Business Response: I apologize that the move did not meet the customers expectations, and also apologize that this is the first I have heard of the concern's of the move. Upon review of the notes, I do not see where the customer contacted us regarding any damages. Nonetheless, we are prepared to offer the customer a settlement of the overtime unloading charge and a refund of 5% of the move costs after the unloading charge is refunded. If the customer is in acceptance of this offer, please advise me as quickly as possible.
Problems with Product/Service
Read Complaint Details
Complaint: On February 21, My Guys Movers came to conduct a move from my apartment in ******** to my home in ************* ********. In addition to several problems with the delivery (it was late -- arriving on March 10; they told me the night before delivery that they had to transfer my goods to a smaller truck costing me an additional $500; they got the truck stuck in my yard damaging the yard and delaying the move; the truck driver at times refused to move items or to call for a tow for his truck until his assistant convinced him it was necessary), boxes were damaged and two furniture items -- my grandfather's antique desk and a walnut coffee table -- were damaged. It is the poor resolution of that last item that prompted my contacting you. The desk was the one most personally important and valuable item in the move, and the salesman knew this and it was marked fragile and inspected by the crew that picked my items up from ********. However, at the end of the delivery, the truck driver informed me that it and the coffee table had been dropped during transfer of the items between trucks. On inspection, the table had a 1-inch chunk of wood cracked off and the desk had five cracks in its base, separation between the drawers and main platform, and separation of a board underneath the main platform. The desk had recently been restored by *********** furniture in DC at a cost of $600, so it was in pristine condition when it left ********. The movers hired a furniture inspector to inspect the desk, and despite the fact that the damage was made clear to me by the movers in the first place, he told them the desk had already been damaged before transit. (???) I have been beside myself trying to understand both that diagnosis and the mover's subsequent refusal to accept liability for that damage. My Guys, when informed of this, did not respond to my email or call. I recently gave up and accepted a paltry sum of a couple hundred dollars (and they continue to deny liability) because I just got married and I have better things to focus on right now. But the designation of "A" rating for My Guys is wholly inaccurate, and because it was a determining factor in my choosing My Guys, I would like to recommend that the rating be reconsidered.
Desired Settlement: Ideally, My Guys should drop American Red Ball as their subcontractor, and someone should hold both legally liable for the damages they caused, even if no money can be provided at this point to compensate for it.
Business Response: It is true that *** ****** contracted with our agency to assist in the coordination of his move from ******** to ********. Our sales representative estimated the costs for moving and *** ****** agreed with the estimate and signed the necessary documentation to begin the move process. The shipment was picked up and transported to ******** under the authority of ******** ******* *******. Unfortunately, during the move process some items of furniture were damaged and the customer was instructed to file a claim with ARBT since they were the interstate transportation provider. The claim was initially denied by ARBT and then we here at My Guys Moving & Storage asked that the claim be re-processed to further assist *** ****** with his claim. The claims department at ARBT did reopen the claim and issued a settlement based on the report of the claims examiner in ********. Unfortunately, the claim settlement offer was not acceptable to *** ****** and he has contacted you regarding his claim. As he admitted in his complaint, his frustration is more with the interstate provider of hauling services, ******** ******* ******* ** ************* *******, more so than with My Guys Moving and Storage of ********* **.
As the booking agency, we cannot instruct ******** ******* ******* to settle the claim any differently than has been offered. *** ****** does not realize that we indeed were making phone calls to the van line to re investigate the claim.
If you have any other questions, please feel free to contact me.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Additionally, I would hope that this is registered with BBB in the company's grade -- this move was a horrible experience, and ultimately, that is the responsibility of My Guys, regardless of subcontracting. I'm not looking for money, I'm just looking to see that others don't have to go through this. The damaged desk, in particular, was the one most important item in my inventory. The sales rep (who I do not hold at fault) knew this, the movers who picked up my goods knew this and noted it. And then, after that one item was damaged, I was given the runaround. That's not right, and I'd hope something tangible can be done to minimize the chances of this happening to someone else.
Business Response: Please be advised that due to *** ******'s complaint and concern for our future interstate customers, we are actively exploring opportunities with other van lines and haulers of interstate shipments. We hope to have a van line selected by the end of the second to third quarter of 2013.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
|10/2/2012||Problems with Product/Service|