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:08/09/2023

  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.

  The dispute I have with ********* Mountain Mover's is that they pulled a last minute bait-&-switch where they provided an abhorrent service that absolutely did not deliver on their promises/advertising. They reached back after my email, where they confirmed that they hired contractors without disclosing this. They say the owner stands by / vouch for them, but they're clearly untrained when a lot of their excuses were not followed. Is renting a ****** really because their truck was down the real truth? Or could it be contractor limitations using company vehicles, ex. liability, etc. I was clearly meant to receive their core crew, as I was insisted twice to reschedule as if their schedule conflict did not provide buffer time to serve both clients. So as a last minute resort, they turned to contractors & renting a ******.They offered my deposit back which is ~**% off my balance. No, I cannot accept that. I am already going to lose more than that, I cannot bear to use mistreated contaminated items. They are charging me for their service when they hired cheap labour contractors to do it. If the hired contractors even delivered on their promises, this would be a non-issue, but they didn't. I've heard people say this company isn't like them to do this, yes, because it LITERALLY WASN'T THEM.I got a filthy U-Haul instead of their clean trucks. No branding on "their" vehicle or their "employee", except for one. This contradicts their "5 reasons", which is well-groomed uniformed employees, yet only one was well-groomed. They advertise a *************** free move + care & respect for your belongings, but I received the opposite of that. My TV was hauled out of my unit unprotected & unattended. Left on the dumpster room floor as they try to make an oversized box fit. They didn't bother with basic hygiene, they did more shady stuff. Unfortunately, I can't note all my complaints due to the limited character count.I HIRED ********* Mountain Movers, family crew, NOT contractors.

  

  Business Response

  Date: 08/09/2023

  Good Day. 
  
  We spoke yesterday afternoon in regard to this complaint and had scheduled a *:00 pm today to help work out a solution so Im a little surprised you posted a bad review before we could even finish working out a solution. 
  
  Our trucks are good quality but sometimes need to be taken out of service for a number of reasons. If our truck cannot pass a Commercial Vehicle Inspection or are deemed unsafe for our team we use a variety of backup truck rental options while this truck receives service.
  
  In regard to your **. We had to set your ** down on the floor/pad prior to loading it into the ** box. Now you claim it is contaminated with germs and no longer can be used. We offered to send a professional cleaning service of your choice to sanitize your ** and you told us they don't clean the way you would so not to proceed. We offered a discounted rate on your move. The only solution you offer is for our company to purchase a brand new ** because our guys contaminated your **. The ** is not broken or damaged. The ** was shipped and moved in a ** box with foam kit.
  
  We have an incredible team of professionals and work hard to make our clients happy. Yet the only solution you offer us is to buy you a new **. Your move was less than half the cost of a new **. 
  
  We didn't damage your content. We moved you into your new home in a fast and efficient manner. We're sorry you feel this way and we've been more than happy to work out a solution but you offer only one solution. 
  
  If you would like to schedule an appointment to discuss in more detail we're happy to make that happen. 
  
  ******
  Mountain Movers
  ************
   

  Customer Answer

  Date: 08/09/2023

   
  Complaint: ********
  
  I am rejecting this response because: Regardless, I hired Gilberts Mountain Movers to deliver what was stated on their advertisement, these promises were not met. Offering to return my deposit as a form of compensation is insulting with how much loss and anguish Ive incurred from this.

  They gave my job that I designated to them to contractors (who offered extremely poor service and quality) behind my back and had no intention of telling me.

  All that mattered for them is that they just delivered it and it wasnt broken, not how they would deliver it as advertised/promised. Disregarding why customers would/should choose themwhy I chose them.

  I shouldnt be the one to deal with how they mishandled my personal belongings. They can take my TV and sell it. I just want it replaced and want most of my furniture disposed of. I shouldnt have to handle these mistreated items that serves no value to me anymore, I mentally cant. Im going to lose much more than these people.

   

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/09/2023

  We provided you with a $*** credit. We didn't damage any of your content. We have been trying to work with you to resolve this issue. We listened to and heard your concerns. We stand behind our team and contractors are the longest standing members of our team. You want us to replace your perfectly fine TV which is almost triple the value of your move cost because you claim it's contaminated. You tell us that you need to toss out all of your furniture because the rental truck wasn't clean. Rental vehicles are cleaned prior to pick up. We offered to send a professional cleaning crew to clean anything you felt required it. We even offered to allow you to select a cleaning service of your choice and still you refuse. You told us they are not able to clean the way you want things cleaned. I'm available to chat about this and have tried numerous times to resolve your concerns and the only solution you present is that we sell your TV and buy you a new one. This is not going to happen. We don't replace content that is not damaged and in perfect working order. 
  
  All the best in your new home. We wish you well. 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  We didnt damage any of your content, as Im slowly coming putting the pieces together, my nightstand is missing a leg, my ladder shelf is missing wall paddings, Ive yet to fully unpack.

  My ** and its power cable was managed in the dumpster room and on the floor, its insincere to assume it wasnt contaminated.

  I see that this company stands behind the behaviour of their contractors, despite showing more wrongs than rights, clearly untrained and lacking quality.

  They say rental trucks are cleaned prior, I highly doubt that after seeing it myself. Also did they really have the time to clean when they did this bait-and-switch? They always seem to have excuses regarding their rentals and contractors, such as informing the client beforehand, yet that didnt happen (as it was literally a last minute change). So perhaps they do what they say, but not in my case.

  I dont wanna deal with who this moving company hires for cleaning the *** as they may skimp out on with a poorer service as well with cleaning the *** I just cant mentally handle cleaning the ** internally and externally.

  Once again, I paid for Gilberts Mountain Movers, not these low quality contractors who did not deliver what was promised. I want my refund and ** replaced and have the actual Gilberts ************** remove furniture.

  $*** refund is insulting after what was done. Their profiting off my misfortune and I dont see how this is ethical.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:27/06/2023

  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.

  We hired ******* Mountain Movers to relocate and store our business contents, including two vintage photo booths. The agreed timeline was pickup on February 28th, overnight storage, and delivery on March 1st, with an estimated cost of $***** with 3 movers and 1 truck (Estimate ****). However, the movers arrived several hours late at 6:45 PM instead of the designated 2-4 PM slot. This caused our staff to stay until 11 PM, incurring six hours of unnecessary expenses. The movers were unprepared and ***** *** ********* ** *********, lacking the appropriate truck and equipment. They informed us that their storage facility was closed due to their late arrival. After complaints, a resolution was eventually found.To rectify their lack of preparation, the movers left to get another truck but returned smelling of marijuana and still lacking necessary equipment. They hurriedly loaded our belongings without care, resulting in one vintage photo booth being dropped and shattered. Despite completing the loading at 10:40 PM, well beyond the estimated two-hour service time, ******* Mountain Movers failed to take responsibility for their shortcomings. Our attempts to communicate our concerns went unanswered until we contacted their claims department. They proposed waiving additional charges of $******* (which we should never have incurred in the first place).. They did not acknowledge the negligence in sending employees ***** *** ********* ** ****** They also did not offer to cover the repair costs for the damaged booth.Furthermore, we were not provided with alternative coverage options upon signing the service contract. The contract only had their preferred valuation selected, leaving us with over ****** in damages that the company refuses to take ownership of. We were shocked and disappointed by the lack of professionalism and accountability displayed by ******* Mountain Movers, especially considering their positive website reviews.

  

  Business Response

  Date: 05/07/2023

  We're sorry to hear your experience with Mountain Movers wasn't to your satisfaction. We take a lot of pride in our reputation and care about making things right for our clients. 
  
  Once this issue was sent to our claims department for review we did agree to waive the $1856.64 moving fee. We were under the impression that you were satisfied with this solution and believed the matter was closed. 
  
  In regard to our crew using marijuana during your move. This is pure speculation. There is no evidence to support this claim. We have a strict no 'drug and alcohol policy' in our business. This is the first we've heard about this issue. We take this matter seriously and we're happy to review in more detail. Please give us a call anytime. 
  
  Mountain Movers
  ************ 

• Initial Complaint

  Date:15/07/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Gilbert's Mountain Movers (GMM) moved us on May 23, 2022. For the move we also engaged them to move our Kawai Novus 10 NV10 Hybrid piano. On the moving day, for some reason the movers decided to remove the piano cover from the piano and during the move the piano cover never made it to our new home.  We discovered the missing cover within a day or two and alerted GMM to the issue. We have gone back and forth with GMM since that time - they were convinced we would find it somewhere - but that has not happened. As we have gone through this search, it would seem we are actually missing a box (with the cover and possibly one other book) that they packed but that is nowhere to be found. Around mid June, we were finally instructed by **** at GMM to see if we could source a new cover. We took a week of our time to reach out to over a half dozen suppliers, but as this is a very unique piano, there are few options. We discovered it would need to be custom-made, like the original one for this piano was. We did secure one quote-from ***************************** in the US for $660US plus $95-100 shipping. This was conveyed to **** at GMM as requested and after them asking to keep looking at home, they finally responded with an offer of $250 on June 30. We understand their shock at the price, but anyone who knows about pianos, knows you don't remove the cover as they protect the piano. It should be noted that at no time did GMM ever asked about the piano brand/model to try to find a more suitably priced cover themselves, nor has any management ever contacted us - even though **** 'promised' someone would (on June 30) when we advised that $250 wasn't appropriate. Since June 30 it has been basically silence with no feedback/contact from GMM. We have a very expensive $15K piano that needs to be protected, and we don't need a new one - we simply desire the original cover to be returned. If that is not possible, we appreciate that it be replaced ASAP or funds provided as noted so we may purchase the only option located. Thank you.

  Customer Answer

  Date: 02/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am pleased to advise that the issue with Gilbert's Mountain Movers has now been resolved and our complaint - ID ******** - may be closed.
  
  Sincerely,
  
  *******************************