ComplaintsforTierOne Movers

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WE HIRED THIS MOVING COMPANY BUT IT WASN'T THE BEST CHOICE. THEY PRICE *****. FOR A 1 BEDROOM SET & SOME BOXES MOVE, THEY TOOK 16-HOURS CAUSING THEM TO CHARGE FOR OVER-TIME & DOUBLE OVER-TIME. PLEASE, PLEASE READ YOUR CONTRACT CAREFULLY, BECAUSE THEY GOT US GOOD.HERE IS THE ***** WE SENT TO THEM EXPLAINING OUR COMPLAINTS, THEY CAUSED A LOT OF EXTRA WORK & ISSUES WITH THE FURNITURE:Good morning Rodny, we hope that youre doing well. Please accept this email **************************** on you Move Central client, *************************** (copied on this email correspondence). As requested, here is our Move Central claim:On Wednesday, November 29, 2023, we contacted Move Central at ************** because we were interested in receiving an estimate for a moving service. We had contacted 4 or 5 different moving companies within the ****************. While I was on the phone, I was asked many questions such as move from (Playa Vista), move to (********/******), date of move, how many movers, etc. When it comes to the how many movers question, I responded with lets start with 3 & go from there. After my call was completed, I received a Move Central estimate from ***********************. I was quoted $139.00 an hour if paying cash & $159.00 an hour if paying with credit card. I communicated this information to ****************************** ******** was deciding on her move date, she asked that I send over all the estimates that I had received. After she reviewed all the estimates received, she chose to work with Move Central because your company seemed competitive in the pricing. She than contacted Move Central & began the process of booking her move. Once she received the move contract/agreement, she was pressured to sign immediately because the agreed move date was approaching.She was never informed of any overtime or double overtime fees by any Move Central representatives.On the date (Wednesday, December 27, 2023) of her move, it was already a stressful day but working with Move Central was more stressful. Below, you will find the **************************** that we are claiming:1st complaint/issue: A very important art piece of hers was not wrapped correctly & was left exposed causing it to be damaged.2nd complaint/issue: Movers didnt use gloves when moving her white/beige bed ********************* causing them to get dirty (edges were already dirty but hand prints are shown).3rd complaint/issue: Movers lost approximately 16 screws belonging to the bed. They confirmed that they lost the bed screws & apologized. They decided to put the bed back together using the remaining screws & skipping holes that should have been filled with screws. This is a hazard because ******** can fall through her bed at any time. Now she must find a way to purchase the exact screws needed to complete her bed from Ace ********************* Lowes, etc. This is taking time away from her work schedule.4th complaint/issue: Movers lost credenza shelf *************** floor leg. Items such as these cant be found. ******** has contacted ************* to ask for replacements but that hasnt been completed. Her time is very valuable & now she must contact different companies to replace items lost.5th complaint/issue: When we received the initial estimate, we asked for 3 movers, but we were only sent 2 movers. This caused the move time to be longer than planned. Her move only consisted of a full bedroom set, clothing, & other small items yet it took from 8:00AM to 5:00PM or 6:00PM. Had we been sent 3 movers, this would have helped with the move being completed sooner, than later. This shortage caused the move to go into overtime & double overtime fees. This isnt fair to *****************6th complaint/issue: Movers damaged a wood storage furniture piece.7th complaint/issue: ******** felt pressured when the movers arrived at her new home in ****** because the driver stated, I am not/cant unload the move unless I receive full payment. As a single woman, she did what asked & felt very uncomfortable after that interaction. She paid $250.00 for the ************* paid $3,000.00 in cash (only owed $2,877.50) at the end of the move. She left the remainder of the $3,000.00 for the drivers because he stated, Do I have to give you money back?.As you can see, this entire move didnt go as she should have gone. We hire moving companies to complete our moves, so we dont have to deal with the stress or craziness.We are asking that ******** is being reimbursed for the following:4-Hours Overtime Labor Exceeding 8-hours in the amount of $556.00, for being understaffed 4-Hours Double Time Labor Exceeding 12-hours in the amount $278.00, for being understaffed ************ in the amount of $189.00 Grand Total to be reimbursed: $1,023.00

  Business response

  01/29/2024

  Hello, 

  I have confirmed with ********************* whom you had a zoom call with, that we have already sent you a settlement offer. If you have any further questions please reach out to ***** directly. He is the customer service manager and is the best person to work with on getting this finalized. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 12-1-23, my wife and I hired Move Central to move our belongings from a 1bd apartment in ********, **, up to ***********. I made sure all of our property was properly packed before the movers arrived, so all they had to do was load the truck, drive it to the new address, and unload it. We were quoted between $800-1000 for the move. The move took a total of 7.5 hours, and the estimate was 4-6 hours to complete, so not too far off the ***** The final bill was nearly $2000.On top of that, several items of our property was damaged totaling around $6500. One of those items was a handmade guitar (I build them for a living) that I was selling to a customer. I had to refund a $2000 deposit on that instrument after the damages were shown to the customer and he cancelled his order. I paid $1000 to a painter to have the guitar painted and air-brushed by hand because it's a replica of a famous guitar, so I needed it to look exactly like the original. Because of the damages to the finish, if I want to sell this guitar, I'll need to take it all the way apart again and pay to have it completely refinished, which will certainly be at least another $1000 in labor and materials.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday, Nov 22, 2023, I contracted Move Central ** for a move, from Bell, CA to ********, **. I also paid for shuttle service $400. to have my items properly transported up my hill driveway as the large moving truck was not able to come up. The shuttle service never arrived. This is the day before Thanksgiving! I called this company four times before the actual day of service to ensure there would be no delay, due to holiday it was important for my family and recently widowed elderly father to ensure no delay or mishap. ******* never arrived, then men proceeded to manually bring in my fathers bed and fridge. These were the two biggest concerns in the meantime, since they would have to take all my fathers belongings for 2 days, for a Friday delivery. My new neighbor used his personal truck to bring in the fridge, but the men refused to remove the fridge doors due to a time issue, they wanted to leave to begin holiday time off. The moving company men forced the fridge through the front door and damaged not only the fridge entirely but also, my front door, door framing and then proceeded to drag fridge across my newly renovated floor. The floor got all scratched and will now need to be again renovated. I have submitted a claim and am unsure what resolution will be provided. The damages are well over $5000.00. This is the most unprofessional service and communication i have ever seen from a moving company. I regret the day i hired these people. Worse decision ever.

  Business response

  12/05/2023

  Hello, 
   I would like to start with an apology for your experience on your move. It looks like you have already made contact with ***** in our customer service department. You are in good hands and he will ensure you get the best resolution possible. 

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/21/2023 : Quoted $1024 for move included gas travel expenses, moving blankets/protection, for local move from old Apt to Move Central Storage on 9/1/2023 then Move Central Storage to new Apt on 9/7/2023. $500 Hold Required to be applied toward final cost 8/29/2023: Pay $500 secure move, notified $636 additional placed on hold for 9/1 and 9/7 total of $1172 ($748 more than quote)9/1/2023: Boxes already moved down stairs by ******. **************** movers arrive state this won't take long so need to drag it out longer for more money. **** doesnt help, ****** helps Fer, during move **** calls and curses and talks about ****** to employee. Move estimated 2 hours takes 4.5 hours. Card is attempted to be charged $485 for moving materials that were to be included w/o permission. Movers sit in truck and tell ****** they have to go right to another move. ****** receives call and is told he is charged for 6.5 hours despite movers not even left. Complaint is made promised $200 refund for first half of move and movers will not be part of second half of move. 9/3/2023 Letter sent to ********************* 9/5,9/6/2023: ***, ****** and ** assure movers will not be involved ** stated they aren't even scheduled that day 9/7/2023: Same Movers arrive, immediately make it known about complaint, proceed to drop, drag, scratch, box cut property, before leaving urinate all over ******'s floors and toilet. Attempts to charge card for **** Hours and says movers will not leave until we pay. Calls immediately made promise all property will be repaired or replaced by *****. Send over photos once all unpacked.9/11/2023: Letter Photos Sent over 9/14/2023: No refund for first half of move and no response any calls made told will call back never do. Speak with ** and he stated no repairs or replacement and laughs about urination. Ignore any calls/emails , fake bottom reviews, suspended license for transportation of home goods on CA gov ************* Communication, Attached

  Business response

  09/18/2023

  Hello and thank you for for reaching out to us, and giving us the opportunity to make things right. It looks like you are already in contact with ** in our customer service department. I will escalate this to ********************* who is our customer service department manager. He will reach out to you, no later than tomorrow morning. 

  Customer response

  09/26/2023

   Move Central,

  
  

  CJ was the person who laughed and stated the movers urinating on my floors is not considered damage, I would NOT consider that having been in contact with. 

                                              

   I have heard multiple times from *********************, ***************, and anybody else that weve spoken with at Move Central that they will be in contact with me only to never respond.

  I NEVER signed anything at the conclusion of the move. My property was intentionally damaged in retaliation, which is made apparent by your movers first telling me when they arrived they were aware of my complaints from the first part of the move and concluding with them urinating on my floors. 

  The document you are claiming in the contract, which is the estimate provided, is not a valid contract as Move Central DID NOT uphold its end of the contract.

  A $200 refund that was promised(separate from the promise to repair or replace the items) while you investigated the issue further, never occurred. 

  
  

  I have been beyond compromising in CURRENTLY not pursuing the fraudulent attempts to run my card on file for almost $500 without my permission for moving blankets, that were included PER YOUR CONTRACT." Nor am I CURRENTLY pursuing all of the additional pieces of property intentionally damaged, including glass items that were removed from their bubble wrap, smashed and placed in a box that belonged to Move Central. I am CURRENTLY not pursuing the overcharge on my account for the entire move which was almost DOUBLE the quote I was provided. For a move that was local and 12 miles apart, from a studio apartment, that according to your estimates and what I was charged took 13+ hours. I was charged while your movers took 2.5 hours to put back my bed together that they had damaged, and put it together upside-down multiple times. They even went as far to try and accuse me of losing parts despite Move Central being the one who had took it apart and was in possession of it.                                      You proactively charged me the estimated charges without them being actual times of the conclusion of the move. Finally, I CURRENTLY am not pursuing actions with local/federal CPUC/DOT/etc that Move Central/Tier One and any other aliases you have operated under had a suspended permit for Household Goods Transportation from 9/13-9/18 and was STILL operating. The compromise I am currently offering is almost $2000 that I could be pursuing.The offer of $200 on retaliatory damages totaling $5,042.14+ is offensive. I watched your movers push things off the truck, drag them across the pavement with NO DOLLIES, and throw carelessly around multiple items that were damaged. This was not damaged caused by accident or transportation but with maliciousness and intent of retaliation.

  
  

  Business response

  09/26/2023

  I apologize for the issues you've experienced with your recent move and appreciate your feedback. I want to address your concerns concisely:
  Inappropriate behavior from our employee: I'm deeply sorry for this. We'll investigate and take appropriate action.
  Communication: We'll improve our response time and ensure better communication going forward.
  Property damage: We take responsibility for any damage and will arrange an inspection and discuss repair or compensation based on the valuation.
  Overcharges: We'll review your final bill to ensure accuracy and correct any errors.
  Compliance with regulations: We take this seriously and will investigate to ensure compliance.
  Your compromise offer: We appreciate your willingness to work towards a resolution and will assess the damages and overcharges.
  Expect a follow-up call soon to discuss these matters further and work towards a resolution.
  
  

  Customer response

  09/27/2023

  As everything that had previously been promised, specifically REPAIR or REPLACEMENT for the items, this response is a complete lie as right after this response was sent, a COPY & PASTE of the same email received before with no mention of addressing any of the things you assured would be addressed in your response and simply stated "as I mentioned in my last e-mail," showing that ***** nor anybody at Move Central wants to take accountability for anything. In regards to the "investigating" your suspended license, if you took the time to see my attachments the investigation would be complete. The dates of suspended license have already been confirmed in person by CPUC. No resolution was provided in the communication and just like last time the assuring to "follow-up" was not completed and I had to attempt to reach out multiple times trying to get in touch with somebody.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9/5/2023 we hired Central Movers to move furniture from one office to another. Prior to the move, Central Movers visited our office to complete a walk-through and subsequently provided a cost estimate based on that walk-through. The cost estimate they provided was $1,908, with the possibility of increasing to $2,500 (Quote #******). We have paid Central Movers $2,247.75 to date (includes deposit). The movers utilized a crew of 4 people, one truck, and one day to complete the move, which is what was specified in their quote. The only difference was that it took one extra trip than expected (though the distance between offices is only 4 miles). Before unloading the second truckload, they asked us to pay the remainder of a revised invoice. Without any prior notification of an overage, the invoice amount had been increased to $5,142 (almost a 200% increase from their original estimate). When I told them we would not pay for such a huge increase, they drove away with our furniture. I have tried to contact them several times about negotiating the cost and returning our furniture. They will not return our calls. After looking at reviews online, I can see that this is a common occurrence. It's a total scam and the BBB should not support them in any way. Any assistance you can provide to encourage Central Movers to return our furniture would be greatly appreciated!

  Business response

  09/13/2023

  Hello and thank you for reaching out to us. I would like to start with an apology for your experience. Our records show that ***** reached out on Sept. 8th. The phone call resulted in a refusal to pay. I will ensure that ********************* our customer service manager reaches out to you. He is the best person to get this resolved for you. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This co. Charged my 81 yr old mother 5k to move a small 2 bed apt 5 miles.**** gave her no ppwk at all no invoices no pymnt receipts nada **** started at 10am at 10pm without a call or anything they put her stuff in storage instead of delivering and promised. Forced her into paying for hotel that nite **** strong armed and threatened her into paying in full before they actually delivered her stuff. **** damaged the floor of the new place and claimed no responsibility when told about it. When my mother called them they hung up on her. Pure intimidation and elder abuse **** obviously arent paying the irs either as we received zero paperwork. **** people should give atleast a 50% refund if not 100. **** dont deserve to be in business at all!

  Business response

  06/09/2023

  Hello, 

  I would like to start off with a sincere apology for your mothers experience during her move. Thank you for bringing this to our attention. Can you please provide me the name that was on the estimate so I can get this clarified and resolved for you as soon as possible. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company over-charged me and issued me multiple invoices with different rates to try to hide the excessive charges. The rates shown in the invoice reflected the cc rates, not the cash rates, shown in the estimates. Cash was paid directly to the movers as documented on the invoices.

  Business response

  03/30/2023

  I understand your frustration with the situation, and I'm glad to hear that *********************** is already working with you to find a resolution. Upon conducting some research on the matter, I can confirm that ************** has sent a settlement offer to address the over-charging and discrepancies in the invoicing. It's always important to ensure that invoices accurately reflect the rates agreed upon in estimates, and I'm glad to hear that steps are being taken to rectify the situation. If you have any further concerns or questions, please don't hesitate to reach out to *********************** for assistance.
  
  
  

  Customer response

  04/04/2023

  Hello - I spoke to the business and they said they would mail a check to me. They also said they would send a confirmation email regarding the refund.

  1 - I never received a confirmation email.

  2 -I have not yet received a check. Given that the amount is $800, they could also send the check by express mail and deduct the fee for mailing.

   

  Once I receive the check, I will consider this matter satisfactorily close.

   

  Thanks,

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

  Business response

  04/05/2023

  Hello we did receive your email accepting the settlement offer and understand your stance on not considering this resolved until you receive the check. Thank you for the opportunity to make things right. 

   

  Have a great day. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  UPDATE: Please note this is the ONLY negative review I've ever left. First off the email provided by ***** doesn't work and bounced back. 2nd he responded to one message and then ghosted us. This company responded and offered a $500 refund. They lost our subwoofer, free weights, pots/pans, and more. In addition they damaged our brand new dresser that was over $1k AND scratched/put holes in the walls of our new house. After 3 weeks of back and forth, $500 refund is what they offered. What a joke. Unfortunately we will have to move forward with outside counsel and file a claim with the state attorney general to resolve this situation. They lost our stuff. They damaged our stuff. They put holes in our wall. Now we are forced to spend time and effort in making things right. Do not use this company under any circumstances. If you have questions or want me to verify any of this feel free to shoot me a message. Do not use this company. I've never written anything BUT 5 star reviews and hate to leave a negative review however our experience was horrible. Feel bad because the movers were all nice guys. Unfortunately we're missing multiple items and no one is taking us seriously. The kicker... despite LOSING multiple items, the charged priced was OVER DOUBLE the quote. Doesn't stop there... damaged the walls while moving into a freshly painted house. Put a couple holes in the dry wall. Damaged the trim. Dented our brand new dresser. See the photos below. Despite sharing this with the company, no solutions or help provided. Do yourself a favor and find another moving company.Items lost...$600 Tv subwoofer (some how the soundbar made it)Plates/bowls Blankets Tried calling and each time it's... you'll have to call customer service. Can't get a hold of anyone on the customer service line.

  Business response

  03/22/2023

  We sincerely apologize for the negative experience you had with our company regarding the loss of your items and the damage caused to your property during the move. We are aware of your claim and are working diligently to find a resolution for the situation.
  Please know that we take all customer complaints seriously and are committed to rectifying the issue as soon as possible. We understand your frustration and the inconvenience this has caused, and we appreciate your patience while we work to make things right.
  Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention.

  Customer response

  03/27/2023

  no solution provided. no updates since saturday.

   

  Looks like only option is filing chargeback or proceeding to small claims.

  Business response

  04/03/2023

  Hello,

  I am sorry for the delay in responding and for your overall experience. I took my time to personally ensure my response was accurate. I have confirmed that ********************* is actively working on your claim with *******************. I strongly suggest having only one point of contact on this claim to avoid miscommunications or gaps in communications. ******************* is the name on our side in both the invoice and the estimate, until we are told other wise by her, all communication will be done through her. I am confident ***** will handle your claim and ensure you guys get the best resolution possible. 

   

  Thank you 

  Customer response

  04/03/2023

  that would be fine. However its been over one week since myself or ***** have heard from ****** Last time he reached was last Saturday  March 25th. Unfortunately Im not sure I share your confidence. Our house is damaged. Our personal items missing. 
  

  move in date was March 1st. Over one month with zero solution. Can you share what makes you confident this will be resolved as we are over a month out from when our home was damaged and our property lost?

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Moved today 15 miles away FURNITURE ONLY. Was quoted $560 for 3 hours, 2 men. They took ALL day and I was billed **** hours. They arrived at 9:50 and left at 5pm. They charged me $250 deposit PLUS $1000 cash and $1039 credit card. AND they damaged my couch and broke my desk. The customer service department to file a claim was conveniently closed. I can't believe I got swindled by these scam artists! STAY AWAY. I feel like I want to vomit by how much they overcharged me from my quote. I've moved my entire house with 80 boxes across the country and almost the same cost!! Despicable!!!

  Business response

  03/20/2023

  We apologize for the inconvenience and frustration that you experienced during your recent move. We understand that you were quoted $560 for 3 hours, 2 men, but were billed for **** hours instead. We also regret to hear about the damage to your couch and desk.
  We assure you that we take these matters seriously, and we will work on getting this clarified and resolved as soon as possible. We understand that you have already tried to file a claim with our customer service department but were unsuccessful due to their inconvenient operating hours.
  Rest assured that we will reach out to you no later than today to discuss your concerns and initiate the process for filing a claim. We will work with you to find a fair and reasonable solution to this issue.
  Once again, please accept our apologies for any inconvenience caused, and we appreciate your patience as we work to resolve this matter promptly.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Obtained services for a move from Mira **** to ********* - paid the ****** deposit - was given the date and block time of arrival of **** pm - talked to a ******** that will be waiting for them around 130 - 2 pm since we were coming from church - and said it was ok - they said they arrived at 12 pm and waited for 45 minutes - then left when i requested the start time at 1:30- 2 pm. when i called the dispatch said that they were somewhere else moving and *** was on break. Several calls followed - until they said that I can only have the move done if I I paid another ****** -dollars. I said no- i wont do that - since i oaid for it already. i feel like being robbed in broad daylight. They took my ****** dollars and no delivery was done - there are phone recordings and the last guy i talked to slammed the phone on me -

  Business response

  03/09/2023

  Hello 

  We are extremely sorry for the inconvenience and frustration you have experienced with our moving services. We understand how important it is for you to have a stress-free moving experience, and we deeply apologize for failing to meet your expectations.

  We take your concerns seriously and would like to assure you that our customer service team will reach out to you today to resolve the matter as quickly as possible. We will investigate the situation thoroughly and take appropriate action to prevent similar incidents from happening in the future.

  
  We regret any miscommunication that *** have occurred with regards to the start time of your move, and we apologize for any inconvenience it *** have caused you. We also apologize for the unprofessional behavior of our representative when you called to address the situation. This does not reflect the high standards we hold ourselves to, and we will take steps to ensure that this does not happen again.

  
  Please rest assured that we will do everything we can to make things right and restore your trust in our services. We appreciate your patience and understanding, and we look forward to resolving this matter to your satisfaction.

*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. ↩