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:07/06/2023

  Type:Customer Service 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 company lied about their hourly rate when I booked them to move me. I was told their rate was $145 per an hour got a quote of $435 when the movers got to my apartment they were trying to charge me $750 plus the $150 deposit for a 3 hour move. That’s $900 which means their rate is much higher than what I was told. I cancelled their service because of this huge inconsistency and they would not give me back my deposit. So I ended up renting a uhal on there they were a part of the helpers and it was listed that they charge $250 an hour which would make sense as to why they were trying to charge me $750 for a 3 hour move. It is not right for companies to lie about their service rate and then have the nerve to not give someone back their money because they chose not to pay their outrageous rate. I don’t recommend this company at all. I paid the $150 on May 4th, 2023 and the movers tried to charge me an additional $750 when they arrived on May 5th, 2023. Confirmation 05217

  

  Business Response

  Date: 01/24/2024

  The customer made a reservation for a moving crew and a truck using a card for a non refundable deposit of $150. 
  the deposit will reserve a spot and a crew and a moving truck for the day. 
  On the moving day the crew arrived and realized that the customer wasn’t fully prepared and organized and needed help with packing. 
  The Cost for the move is based on an hourly rate so it would make sense that the more time it will take to complete the job plus adding cost for the boxes will increase the cost. 
  The customer decided to do the job herself and decided to cancel and lose her deposit. 

• Initial Complaint

  Date:04/10/2023

  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.

  We were originally told the rate would be their $125/hour March special and only a $200 deposit was required. After the movers showed up to our house and began to load our items they claimed an additional deposit was owed and the rate was $185/hour or they would leave while our stuff was already in their truck. During the time of loading they claimed to clock out for lunch but we were charged for this hour. We informed them from the very beginning the 26 foot truck would not be enough room and requested the trailer. The movers charged us for the time they clocked out and were waiting for the trailer to show up. They did not properly wrap our items with the packing materials that they charged us for, as we have many damaged items. We were informed this would be a same day delivery, once our items were completely loaded they said they would not be doing same day and would not get to the new location until noon the next day. They did not show up until 1:30 the next day, I had to call the to figure out when we could expect our stuff to show up. While they were unloading they used the N word and F word around my senior grandmother, and dropped our items in the middle of the street. They also charged us a storing fee that was never discussed. When I contacted the dispatcher to inform them of our concerns via text they threatened to charge us more and completely disregarded my concerns. When I asked to speak to a manager or owner regarding the situation the dispatcher claimed to be the owner and ignored our call. I have requested an itemized break down of the bill and have been denied this request. I have also sent an email with pictures of our damaged appliances from the movers with no response. We are happy to pay for the services rendered but not happy about the extra money they insisted without explanation, the lack of professionalism and the threat form the company to charge more instead of coming to a resolution.

  

  Business Response

  Date: 04/13/2023

  Hi there, 

   

  the customer initially requested a move to Lake Havasu AZ from Tucson

  The move based on her description one truck load with 2 men crew. 
  later on the customer changed the destination and asked about the option of adding a trailer in case one truck won’t be enough. 
  she was informed that adding a trailer would add an extra guy and plus the fuel cost. 
  the customer also requested same day delivery and was told if we will finish loading early enough it might be possible depending on the load time. 
  On the loading day we sent 3 guys to speed up the process, as the customer noticed the load didn’t fit on one truck and requested a trailer to fit the rest. 
  The trailer was provided with an extra driver at a discounted rate and without any charge for the drive time between the locations for the extra driver  since we tried to keep the expense to a minimum. 
  At the offload the customer failed to mention that there’s a steep long driveway and the offload had to be done by hand from the bottom of the driveway. 
  Most of the items were unloaded into the garage. 
  the customer was charged and paid in full according to the copy of the contract attached. 
  
  The customer mentioned a few days later that she has some damages, we inspected the photos that were sent and found most of them to not be accurate. Some items had small scuffs and dings and couldn’t have happened since the furniture items were padded with a thick moving pad. 
  the fridge and the matters were the only items that didn’t have padding on and we are more than willing to compensate her for those items according to the agreement 

   

  we are willing to offer the customer a refund of $200 back to her credit card as a compensation. 
  

   

  Customer Answer

  Date: 04/17/2023

  Hello,

  I do not accept this as a response. I have included as many text as I can and will be happy to provide more of the conversation as this was the main form of communication during the whole process. I requested an additional trailer from the very start, I also clarified we would need one when the dispatcher took it upon himself to assume we were downsizing.  We then had to wait for an hour of the movers not working for the trailer to show up, an hour we were charged for. Also, please see in the text that the agreed and given rate was for 2 men, I was never informed before hand a third guy and higher rate would be a possibility. 

   

  I would also like to point out the concerns of the racism and language used by the movers has not once been addressed. My grandmother had felt a level of harassment being forced to listen to the language and conversations they were openly having inside both out homes using the f word and n word repeatedly.

   

  As for the claims on the furniture according to EZ Movers policy it is 60 cents per pound. the $200 does not cover half the damages that was caused. I would be happy to provide the documentation of the damaged furniture. I would also be happy to request the security footage showing the movers loading our items with zero padding. The movers even had a conversation saying they were out of padding and decided to move forward anyways. Please review the link below of how well maintained our appliances were with no scratches. 

  **********************************************************************************************

  Our washer, freezer, bed frames, entertainment center, and bedding had ZERO marks on them until the move by this company.

   

  We truly feel this company is scamming us and trying to make this situation go away with no real resolution. 

  

  Business Response

  Date: 04/18/2023

  We would be happy to hear what kind of a refund the customer would request based on the terms and the damages. 
  the cost for the trailer weren’t included as well as the 3rd man that was required to drive the additional truck with the trailer. 
  The trailer was an option to add in case it was needed and it was needed since the items didn’t fit on the truck as noted on the contract.