Complaints

This profile includes complaints for Hands On Moving LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hands On Moving LLC

  157 Church St Fl 19 New Haven, CT 06510-2100

• 

  Hands On Moving LLC

  445 Front Ave West Haven, CT 06516-2015

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:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On August 1, 2024, Hands on Moving moved my household items from company storage to my new apartment. At the time, I reported several items were missing, which was acknowledged by the moving team leader. The next day, I filed a claim with the company, which was received. The company eventually found a few of the missing items and delivered them to me, but several remain still lost: a dining room table, a full sized mattress, two chairs, and a desk cabinet assembly.
  
  Per *** rules, the company has 120 days to provide me with a disposition on the outcome of my claim. Those 120 days expired on November 30th. On December 1, I emailed the company to request an update. I followed up on December 5. On December 9, I received a reply, and the company stated they would “look into it and get back to [me].” On December 13, I followed up yet again, to no response. The email correspondance is attached.
  
  I am requesting that the company pay me out for the remaining lost items, as was due on 11/30.

  Business Response

  Date: 04/28/2025

  In response to the claim from ******* ****, it seems our claims department is still waiting for the necessary links and photos related to the missing items. While I understand that some of the missing items have been returned to him, I wasn't aware that any items were still missing.

   

  I want to emphasize that we require detailed information for all claims because our standard insurance covers $.60 per pound for any lost, missing, or damaged items. Once we receive the required information, we will be able to finalize the claim processing.

  Customer Answer

  Date: 04/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: per the attached email record, I have provided all photos and information that were asked of me, and the claims department has failed to reply to multiple attempts across several months to reach out to them.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My belongings were stored with Hands On for 7 years. The delivery truck that should have contained only my things, from *** ***** to *************, arrived with many things that were not mine, large furniture to bins of clothing. Unloading and sorting was stressful and hard for the three men. In the end they loaded everything extra back on to the truck without ever completely emptying it. The result is that I’m missing at least two items that I saw but went back and have no idea what remained on the truck. They now say they can’t find the missing items. They communicate only by email, no names. If I were the other person, I’d be angry to know my belongings had been moved around like that and potentially lost forever. I could have taken everything. The movers went back to *** ***** with a truck half full, unloaded it somewhere. That is where my belongings are. I have offered to get the recovered items to ************* from ******** to save them another long drive.

  Business Response

  Date: 12/01/2023

  Ms. ****** contract with our company includes a free insurance policy that pays 60 cents per pound for any lost or damaged articles. We stored her items for several years and delivered them. After the delivery of her items Ms. **** submitted a claim for some missing items. We acknowledged her claim on moving day, as well as through the claims department when she formally submitted the claim. Although we do our best to operate through email in the claims department to keep record of any and all conversations with our customers, Ms. **** demanded a phone call which we honored. The head of our claims department spoke to Ms. **** to apologize for the inconvenience and to explain to her what information we need to complete the claims process. She has provided as much of that information as she could find, and we are currently in the process of closing out her claim. 

  Customer Answer

  Date: 12/01/2023

  My complaint is not about the missing items, it’s about the totally incompetent handling of the move and probably of how their storage facility functions. I receive many items that weren’t mine and have now decided that their storage warehouse is badly managed. I get no answers about how one persons things are separated from others, nor any assurance that the stored items are not accessible, to be stolen or accidentally shipped with the wrong shipment. This leads me to urge you to change their rating, at least for storage.  My things were there for 7 years, and, in hindsight, I would never do that again. I think the people whose items I received, and could have kept, need to be notified. This response should go to the owner of the company, not claims. 

  Business Response

  Date: 01/05/2024

  Ms. **** is making statements that would suggest that our storage facility is improperly managed and that is simply untrue. This is not a repeat occurrence or something that we have a reputation for. There was a mistake made on the day of the delivery of her items and we owned that mistake immediately and are addressing her missing items through the claims department. There were items that she claims were hers that ended up back on the truck and brought back to our facility. We do not understand why Ms. **** would allow this to happen, and then proceed to pay for her service and let the team leave her residence with her items on the truck. 

  Reggie M*** | Vice President Sales & Operations

  Customer Answer

  Date: 01/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:12/23/2022

  Type:Sales and Advertising 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 received a mailer from ******* ***** advertising Hands On Moving & Storage. The mailer offers a 50% senior/military discount. I called & scheduled a free onsite assessment for my move. The estimater came & was very pleasant. I received an estimate by email of $7500 which was considerably higher than other estimates I'd received, but with a 50% discount as advertised, it was a very good price. I called to schedule my move & they knew nothing about the mailer I received. Brianna from Hands On Moving & Storage called me back & told me it was a misprint by a third party & should be 10% off. She asked me what I'd budgeted for my move & I told her I was expecting to be under $4000. She offered me a dicscounted price of $6500. I told her that was unacceptable & was expecting the 50% discount of $3750 as advertised & would contact the ******** ********* ******.

  Business Response

  Date: 01/25/2023

  Good morning,

   

  Thank you for your email. We received the quote request for Mr. ******* ****** and did his in-home estimate. The quote was emailed to him (screenshot attached). As you can see he already received a discount of 45%. After calling in to say he had received other quotes for less, he called again and told our Office Administrator, Briana, that he received a card from ***** ***** stating he can get 50% off of his move. She spoke to our management team and was notified that there was a typo on the postcard that was sent out. Mr. ****** continued to say that we had to honor an additional 50% off of the already discounted rate of $7500. Our team told him we can take some more money off but we would not be able to honor the additional 50%. That is when Mr. ****** threatened to contact your office and give us bad reviews everywhere. We did apologize but he was very upset and told Briana to tell our team "they might want to rethink this".

   

  Attached is a screenshot of what Mr. ****** received. Please let me know if there is any additional information that is needed.

  Business Response

  Date: 01/25/2023

  Good morning,

   

  Thank you for your email. We received the quote request for Mr. ******* ****** and did his in-home estimate. The quote was emailed to him (screenshot attached). As you can see he already received a discount of 45%. After calling in to say he had received other quotes for less, he called again and told our Office Administrator, Briana, that he received a card from ***** ***** stating he can get 50% off of his move. She spoke to our management team and was notified that there was a typo on the postcard that was sent out. Mr. ****** continued to say that we had to honor an additional 50% off of the already discounted rate of $7500. Our team told him we can take some more money off but we would not be able to honor the additional 50%. That is when Mr. ****** threatened to contact your office and give us bad reviews everywhere. We did apologize but he was very upset and told Briana to tell our team "they might want to rethink this".

   

  Attached is a screenshot of what Mr. ****** received. Please let me know if there is any additional information that is needed.

  Business Response

  Date: 01/25/2023

  Good morning,

   

  Thank you for your email. We received the quote request for Mr. ******* ****** and did his in-home estimate. The quote was emailed to him (screenshot attached). As you can see he already received a discount of 45%. After calling in to say he had received other quotes for less, he called again and told our Office Administrator, Briana, that he received a card from ***** ***** stating he can get 50% off of his move. She spoke to our management team and was notified that there was a typo on the postcard that was sent out. Mr. ****** continued to say that we had to honor an additional 50% off of the already discounted rate of $7500. Our team told him we can take some more money off but we would not be able to honor the additional 50%. That is when Mr. ****** threatened to contact your office and give us bad reviews everywhere. We did apologize but he was very upset and told Briana to tell our team "they might want to rethink this".

   

  Attached is a screenshot of what Mr. ****** received. Please let me know if there is any additional information that is needed.

  Customer Answer

  Date: 01/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They never gave me an estimate of $13,000 +.  This is about triple what any other mover gave as an estimate.  Their $7500 was the only price discussed.  There was no 45% discount.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 01/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They never gave me an estimate of $13,000 +.  This is about triple what any other mover gave as an estimate.  Their $7500 was the only price discussed.  There was no 45% discount.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 01/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They never gave me an estimate of $13,000 +.  This is about triple what any other mover gave as an estimate.  Their $7500 was the only price discussed.  There was no 45% discount.
  
  
  
  Sincerely,
  
  
  
  ******* ******