Complaints

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• Initial Complaint

  Date:18/09/2025

  Type:Billing 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.

  Given an estimate of 550$, for a 1 adult 3 children move. Price charged 2200$, once arrived at my location they refused to unload the furniture until the full amount was paid, even though the contract I had signed said otherwise. Everytime that they gave an amount required for delivery, ex. Give us 500$ and we drop off, I would manage to find 500$, well now it's 600$, until we hit the 900$ mark, as I had already paid 1000$. The money was deposited to a personal email address given by the driver, he took my phone and put in the information. I called the police, which is why they were willing to negotiated to lower my price to 1900$, however this was still way over their original contract. I was black mailed into giving the movers more money or risk losing my things, which when I asked the driver where the items would end up he responded with having no clue where my stuff would be, which is why I called the police in the first place, fearing having my stuff stolen too. They had none of the items for moving that was also indicated in the contract, no protection, my bed was dismantled and put back together by me, some items were damaged from being left in the rain, my fridge was left outside due to them not having any correct equipment, I was able to bring it in by myself a couple days later, also they took 40min to bring the fridge outside from my place due to not having any equipment for moving. This makes the hourly rate hard to justify, as it took me alone 10min with a proper dolly to bring it up the stairs, they had to bring it down the stairs and it took 30min more at 2 more guys.

  

  Business Response

  Date: 30/09/2025

  We
  appreciate the opportunity to respond to Mr. REMOVED’s concerns regarding his
  recent move. While we regret that he feels dissatisfied, we would like to
  provide clarification from our records and the moving crew’s report.
  1. Estimate
  & Initial Agreement
  The customer
  was quoted $180 one-time truck fee plus $135 per hour for 2 movers (2-hour
  minimum).
  He assured
  us multiple times that he had “not a lot of stuff, just a few things. Never said
  anything about applices
  2. Pre-Move
  Confirmation
  On the
  confirmation call the day before, the customer again said there were very few
  items.
  To better
  assist him We offered 3 movers He declined it and back messaged us send 3 movers so we just wanted to make sure that what he saying is all true!
  3.
  Conditions on Moving Day
  When the
  crew arrived, the customer left to purchase packing supplies. The movers waited
  for approximately 1 hour without charging him for that delay.
  Upon
  entering the residence, it was clear this was a full house move, not the small
  load previously described.
  There were
  also large appliances (fridge, etc.) that had never been mentioned during
  booking.
  Much of the
  home was not packed, which required extra time and labor.
  4. Payment
  Issue
  During
  delivery, the customer stated he would pay “part today and part later.”
  For security
  reasons, our company policy requires payment in full upon delivery.
  Because of
  this, the movers requested payment before unloading.
  5. Police
  Involvement
  The customer
  contacted police. After attending the site and reviewing the situation,
  officers advised the customer to make payment, as the charges reflected the
  work completed.
  6. Final
  Billing
  The total
  charges came to approximately $2,200, which covered the actual time, labor, and
  truck capacity required (a 24ft, 5-ton truck was fully loaded).
  The customer
  ultimately paid about $1,900, already a reduction from the full balance owed.
  We also
  absorbed costs for:
  
  Waiting time
  (˜ 2 hours total).
  
  Appliance
  handling (normally subject to an extra fee)
  7.
  Conclusion
  We did not damage
  anything  because we have all trained, professional
  movers and equipment.
  
  While we
  understand the customer’s frustration, the actual workload was significantly
  greater than what was disclosed during booking.
  Our crew
  acted according to company policy and industry standards, and the customer
  already received a discounted rate.
  For these
  reasons, we are unable to offer any further refund or discount.
  We value all
  customers and take complaints seriously, but in this case we believe the
  charges were fair and justified based on the actual scope of the move.

  Customer Answer

  Date: 30/09/2025

  They didn't start until 12:40 but started the time at 12:00. This company has been extremely shaddy from the start, they lie and expect things to work out because "they" say so. Even though it's completely the opposite. REMOVEDcompany

  

  Business Response

  Date: 13/10/2025

  Thank you for your response.
  
  We classified this as a full-house move because the shipment included all items, ranging from boxes and beds to major appliances. When we requested details to provide a quote, the full extent of your belongings was not disclosed.
  
  Moreover, you were not fully packed upon our team’s arrival, and our movers assisted with packing tasks.
  
  Despite delays, we did not charge you for any additional time incurred.
  
  We supplied a 24-foot truck, which was filled to capacity. The police were present and observed the move.
  
  The total invoice amounted to $2,200. You have paid $1,900 and committed to paying the remaining balance, which remains outstanding.

  Note in futures please you fo any types of project tell the fact .

  You never said anything about the major appliances. 

  You never fully packed we had to assist you .

  Over all please send the balnce that you promised us.

  Thank you