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:09/13/2023

  Type:Service or Repair 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.

  I hired ********* Moving Company for my move from Denver to Maine. ********* was not the moving company that handled the move as I thought. ********* hired BUEHLER MOVING & STORAGE CO. If I knew this I would have used another moving company that was $3000 dollars less expensive. I decided to pay more for a reputable company such as *********. I regret this decision due to my move was horrible and handled very badly by Buehler Moving and Storage and *********. I was advised on 8/16, again confirmed on 8/17, that my goods would be delivered to my home in Maine on 8/19 at 8am. This is a second home, I was only there for the weekend to receive the goods and get settled before I needed to fly back home to be at work on Monday. On that day, 8/19 no one showed up. The driver called later that morning to tell me he would not be coming and did not have a date he would be coming. I had to fly home Monday morning to be at work. The driver called Monday to say he was coming, I advised that I was not there anymore. Beuhler Moving advised me that my things would have to go into storage for an additional $5500. I had to locate my realtor to leave the garage door opener and the driver put all my things in the garage. I've asked ********* to come back and I'd plan another trip to meet the movers so my things can be moved from the garage to the house as that is what I paid for. Both companies denied due to they say the contract reads they have anytime within a week time frame to show up. I would have been fine with that if the actual date had not been confirmed a day before. This was a no show for a date that was confirmed. ********* and Beuhler should be more willing to own up to their mistakes and things right. I paid $12,000 to Beuhler and now will have to pay another $3000 to fix their mistakes. Do not use either company. They really don't care about the customer and just want your money.

  Business Response

  Date: 09/26/2023

  ********* Transit is a Van line that has "Agents" that represent the ********* brand. Buehler Companies is an agent of *********. This shipment is ********* order number *********** and had a delivery spread on the estimate and Bill of Lading. I have attached this estimate and Bill of Lading to this response. The delivery spread was 08/19//2023-08/28/2023. the customer can choose a "preferred" date and we will always try to ensure that happens if we can. However, in transportation, we cannot guarantee a delivery date. Bad weather, traffic, loading delays, etc. can happen along the way from origin to destination. This is why we give you a delivery spread. It also says this in the handbook provided to you when we do the estimate called "Your rights and responsibilities when you move". There is a link to this here *********************************************************************************************

  Please refer to page 17 of this link called "Pickup and Delivery" where I quote:

  "Before you move, be sure to reach an agreement with your mover on the dates for
  pickup and delivery of your shipment. It is your responsibility to determine on what
  date your shipment will be picked up and the date or timeframe you require delivery.
  Once an agreement is reached, your mover must enter those dates upon the order for
  service and the bill of lading. Upon loading your shipment, your mover is contractually
  bound to provide the service described in the bill of lading.
  The mover might use the term “delivery spread” as the timeframe in which you can
  expect your shipment to be delivered. This means that your shipment could arrive
  anytime during the delivery spread. The mover will usually give you a 24-hour
  advance notice of when it plans to arrive with your shipment. At that time, you must
  be available to accept delivery or your shipment could be placed in storage at your
  expense.
  When you and the mover agree to a delivery date, or to a range of dates, it is your
  responsibility to be available to accept delivery on any of those dates. The same
  applies when you and the mover agree to alternate delivery dates."

  The driver can deliver any time within the given spread and may change the date due to unforeseen circumstances. In this case, he could not get enough suitable labor to deliver on the day that the customer wanted, We have fulfilled our obligation to the customer and delivered within the time frame agreed to.

  Customer Answer

  Date: 09/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I fully understand the delivery spread as I stated in my initial filing.  The problem is that the day for delivery was confirmed within the 24 hours noted in the comments below  the moving company provided to you in response to my complaint.  There was no call until that day of the move, after the movers were suppose to have arrived. The spread of dates is ok but not if the date had been confirmed, money had been spent to be there that day due to travel and hotels, and the fact that we had to be back at work Monday and were not given an exact day of arrival after this no show.  This spread of delivery dates is ok, but not after a confirmed date has been established and on top of that no notice that this day would not work, just a no show.  This can't be covered under the spread of delivery dates. 

  Notes from moving company below:

  "The mover might use the term “delivery spread” as the timeframe in which you can
  expect your shipment to be delivered. This means that your shipment could arrive
  anytime during the delivery spread. The mover will usually give you a 24-hour
  advance notice of when it plans to arrive with your shipment. At that time, you must
  be available to accept delivery or your shipment could be placed in storage at your
  expense.
  When you and the mover agree to a delivery date, or to a range of dates, it is your
  responsibility to be available to accept delivery on any of those dates. The same
  applies when you and the mover agree to alternate delivery dates."

  As stated above, the mover and moving company gave a 24 hour notice of delivery and I was there to accept delivery, they were not there to deliver. This can't be fair practice for a business  to treat a consumer so poorly.  There must be accountability on their part to provide customer service support for a poor service their company provided. We spent a lot of money and were put under a lot of stress due to the no show and no communication that day  the moving company confirmed to meet us with our goods.

  I have tried to communicate with this company and they have no interest in assisting to make this right.  I truly believe other  consumers should know this occurred before they make a decision that could cause the loss of money and stress as we have.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/26/2023

  It is the customer's responsibility to be available to accept delivery on ANY of the dates on the delivery spread listed on the estimate and the Bill of Lading. A 24-hour notice of delivery is not required by law. We try to give a notice for delivery as a courtesy to the customer. However, we are not required to do so. We are only required to communicate with the customer to either schedule a delivery within the time frame agreed or take the items to storage. If the customer is not available to take delivery, then we can, by law, put the items into storage at the customer expense. This customer did not want to pay for storage, so made other arrangements. Any additional cost resulting in this, is a result of the customers choice. The delivery commitment from the carrier was final upon delivering items to the garage per the customer's request to avoid the cost of storage.

  Business Response

  Date: 09/27/2023

  Our drivers can schedule any date within the delivery spread to make a delivery. It is the responsibility for the customer to ensure that they will be there at any point in the delivery spread to accept delivery or have a representative available to accept the shipment on their behalf. In transportation, unforeseen things may happen. In this case, we needed the appropriate amount of labor to unload the shipment. That is an unforeseen circumstance and that is why the delivery spread exists in our industry. It explains this in the booklet provided to you called "Your Rights and Responsibilities When You Move" Here is a link for you as well *********************************************************************************************

  Moving Companies have to legally provide you with this booklet by Federal Law. You were given a link to this when you signed your estimate and accepted the terms. The driver has the right to change the delivery date at any time as long as the driver delivers within the spread. Our obligation to you as the customer was to deliver your goods within an allotted amount of time and we have done that.