ComplaintsforChanging Spaces Moving, Inc.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enlisted Changing Spaces to move the items in our home in July. I have used the company before and decided to give them a call. I wanted the move to occur on Friday, 22. I was fine with Saturday as well. Friday 22 was open but for some reason my move was split. I repeatedly asked for Friday but was then set for Thursday for half the move and Friday for the other half of the move. After we set the move I reached out to cancel but was told that I would lose the deposit although I just set the move date some days prior, I also requested that all the large items be moved on the first day because getting the large items out of the house was the primary concern. We were still local and would be able to move the boxes and other items if necessary. The manager was sent over to do an assessment of the items in the home as well, which I also shared that the primary concern is to move the large items and that we would be packing up the boxes and the boxes would only need to be loaded on the truck. When the movers arrived while I was working which is why I not want the move done on Thursday at all, they packed up boxes instead of moving the large items as I requested. The truck was never filled up to a significant capacity which appeared as if several trips were being made unnecessarily. There were not enough manpower to accommodate the move. The movers that were there was doing their best to get it completed but they did needed more help to get it accomplished. One of the people that was there both days was need to leave to get to a second job. We asked that certain items be placed at the front of the storage and set them aside for that reason. Then the wood floors were scared causing us to have to pay the $700 additional to the buyers of our home for the deep indentions in the floors and the was were scuffed and damaged. We still had to rent a truck to move the rest of of our items out of the home. We want to be compensated a portion of our money.

  Business response

  08/18/2022

  We appreciate your repeat business. We regret to hear that your most recent experience was less than satisfactory. At the time of the onsite estimate on 7/18, three days prior to the start of your move on 7/21, we completed an itemized inventory with the possibility of partial packing. Your inventory came to that of multiple (2.25) trucks, which required multiple trips or multiple trucks. Unfortunately, based on staffing shortages and minimal availability, we did have to complete your move across two separate days with less men than we typically prefer for the size of your move/amount of inventory. Due to the unload location and type, our crew made multiple trips based on how the multiple storage units would need to be loaded.
  
  Once completed, I received your damage claim regarding the scratch on the floor. I requested the pictures from you via email, and you sent those over quickly. After reviewing the pictures and speaking with a repair company, I made multiple attempts to contact you via phone and left voice messages in hopes to discuss a swift resolution. I left a voice message for you 7/27 at 1:46 pm and I left a voice message for Mr. ****** 8/4 at 1:20 pm.
  
  We sincerely apologize for your experience, and we wish to resolve this matter to your satisfaction. We would like to offer a reimbursement to you in the amount of $700 to account for the total you had to provide to the buyer for the floor damage.  

  Customer response

  08/29/2022

  I am rejecting this response because:  I am rejecting this response because:  The items were basically thrown in the storage unit and when we went in recently to retrieve items from the storage unit, the unit was very unsafe and items were basically just thrown in there and many of the items were falling from the top.  There was no order to the items that were in the unit and we could not even find a bed that was needed.  Not to mention the fact that we still had to rent a truck to move the remainder of the items that were in the home, which my husband told me that we also had to do on the previous move.  If we are enlisting movers to move the items it is because we need all of the items moved and starting with the large items in the home which I repeatedly expressed was the top priority. There was also a new large white lounger couch that was just placed in the storage unit with no covering upside down on the concrete which we deem as unacceptable.  $700 is not enough compensation for how our move was handled.  I have attached additional pictures to indicate how our move was treated.  Again, there was not a sufficient amount of movers for a move of this size, for some reason the day that I was requesting for the move to take place was available but still just not understood and scheduled, The trucks was never filled to capacity for what was defined as a "fast move", and there was damage to the floors and walls.  As well I would prefer a move to be done more efficiently rather than moved "fast" because the items in our home are not inexpensive and some items are irreplaceable.  If the time and care with sufficient manpower was not going to be devoted to moving the items then I would have preferred that the job not have been accepted.  When I called to say that I believed the move needed to be cancelled I was told that even though I had just booked a day or so prior I was in a window to lose my deposit.  What was done concerning our move was just simply not right at all.  I have attached photos and I also have a video of what is explained to us as a "fast move" for a truck that was not completely loaded, but only looks as if multiple loads were being done to increase the price of the overall move.  The pictures do not begin to detail how our move was handled which would mean that $700 would not be sufficient compensation.  There were not enough movers to accommodate this size of a move, we still had to rent a truck to move the remainder of the items from the home, for some reason I could not get the date that I repeatedly asked for even though it was available, there was damage done to the home, and our items were just thrown in the storage in a very unsafe manner.  The compensation amount would need to be increased to even begin to show concern for the quality and integrity of the job that was done.

• Initial Complaint

  07/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Changing Spaces relocated our home furnishings during the last week of March, 2021. Our payment exceeded 1000 dollars. The movers were even given a generous tip for their service. After the movers had left, we noticed a leather recliner had been "ripped"! The tear was over 12inches long. We contacted the proper person and came to a mutual agreement as to payment for the chair. It could not be repaired. We have made numerous calls and been given the run around with no results. We would like to get this matter resolved...as of today..July 15th...no one will answer calls or texts. We want to be paid for the damage as their policy states...and I will definitely never recommend this company.

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/07/23) */ Changing Spaces Moving, Inc. sent a Visa 4316 credit card refund to ******** for the agreed amount of $750.00 on 7-19-2021 at 3:46 PM. This was the day before the BBB complaint was made on 7-20-21.. I don't understand why there is a complaint. Please review and confirm that *********** got the transaction payment. I am asking that the complaint be dropped. Thank you, Changing Spaces Moving, Inc. Consumer Response /* (3000, 7, 2021/07/26) */ Yes...they have finally followed through with the reimbursement. We are satisfied. Thank you for your help. It is greatly appreciated.

*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. ↩