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Complaint Details
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Initial Complaint
08/25/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On August 4th I paid a deposit of $75 for Stella Moving Company to move me on Aug 21. On Aug 21 after the movers moved my items I was shown a final **** of $366.99 by the driver/mover. I paid $400 in cash and the remaining balance would be the tip. However, an hr later I received an updated **** of $291.99. That **** deducted my $75 deposit that I paid on Aug 4th. The driver/mover showed me the wrong **** of $366.99 when in reality my final **** was $291.99. I was NEVER shown that **** nor informed that my $75 deposit would be used towards the final ****. The driver/mover showed me the wrong **** to pocket the extra cash. I informed management of this and they informed me I needed to contact the driver/mover to recoup the $75. I did but the driver/mover won't reply back. Also management hasn't replied back either nor is willing to help me resolve the issue. The company should return my $75 and recoup that money from the driver/mover since he purposely showed me the wrong
Business response
04/14/2023
We're always looking forward to hearing feedback from our customers, whether positive or negative.I would happily reply earlier, but I'm primarily working on moving. Because due to COVID-19 and ECONOMIC CRISIS in our country, it is challenging to hire more people.I believe it was a misunderstanding between you and *******, who closed the contract. I contacted you, and the $75.00 deposit was refunded to your bank account.We always aim to deliver a great experience and are gutted when we need to meet expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to improve and ensure this doesn't happen again.Initial Complaint
06/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hired Stella Moving and Delivery to move my clothes, purses, household items on 2/26/21 and two guys were working that day to help me move and pack my stuff at ******************, *********, **********. They were helping me move my stuff between 130 pm- 430 pm. I arrived to my vacation rental in Mission Beach, **********. One of the movers handed me a pink purse individually which was odd because everything else was packed inside boxes. Later in the evening around 11 pm I notifced that I had a 24 karat gold ring missing, a 18 gold karat bracelet with a gem on it missing, a 18 karat gold necklace missing from inside the pink purse. I called the police and filed a police report online. I also contacted the manager ******* from Stella Moving company via Yelp and I also talked to him on the phone in the am.Business response
04/14/2023
I disagree with your reasons.Before replying to this review, I called myself personally to listen to your concerns and details.Our team members have done an outstanding job for you. Even you were not ready for the move. We completed the job in 3 hours and 25 minutes.Also, our team is known as very trusted and friendly. We do not take any customers' belongings. Of course, it's easy to blame us.Remember, We are a team passionate about making better moving services and letting this satisfaction of services speak for themselves instead of heavy sugar-coating marketing activities.We want the opportunity to investigate your feedback further.Customer response
04/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.