ComplaintsforMoveBright Van Lines

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MoveBright Moving provided moving services for a local move - June 16, 2023. Much of the work was satisfactory. I had follow up questions and concerns regarding surprise billing practices, placing furnishings, tipping movers, and movers complaints. I have called, left messages and sent emails - multiple times. I left a message with a staff person over a week ago but no return called was ever received. Best of service was before the sale (move) but little after the sale (move). I ask for a conversation with a manager to resolve my concerns prior to posting my reviews on social media. Thanks.

  Business response

  07/21/2023

  I, ***** ***** the owner for MoveBright, reached out to ******* ***** regarding complaint mentioned. Our sales rep, ******, confirmed that he attempted to contact *** ***** and left a voicemail. Our office admin, ******* had no record of any requests for myself or anyone to contact *** *****. 

  *** ***** inquired about a missing painting that was allegedly moved by our crew. Our crew did not recall leaving any items behind and conducted a final walkthrough of the home prior to dispatching to unload at the destination which was about 15 minutes away. Our truck was empty as well after the move. ** ***** could not confirm seeing the painting loaded onto our truck. 

  *** ***** complained that our crew was unable to move an elliptical into a bedroom. Our crew attempted to move the elliptical, saw the risk it posed due to tight space and sharp corners, and requested *** ***** to sign a waiver of liability. *** ***** refused and requested the elliptical to be placed in the garage. 

  I explained to *** ***** that we cannot be held liable for a missing picture, nor would our guys ever steal such an item as a framed picture. When I questioned why *** ***** would not sign the waiver, he stated he did not want to assume liability for damage to the wall either. Per our contract, our guys may refuse service or request waiver if they determine increased risk to safety or damage of items/property. 

  *** ***** asked what could be done for him financially regarding his complaints. I explained to him that the company did nothing wrong in any of these instances and a credit/refund of any sort would not be granted. *** ***** was upset and threatened to leave negative publicity via the internet. I apologized for him feeling that way. The call then ended. 

  Business response

  07/27/2023

  We apologize if the crew was emphatic in predicting that a damage would certainly occur. I'm not sure how anyone would know that for certain before attempting the move. The fact remains, and our contract states, that if our crew perceives there to be a high risk of damage or safety to persons/items, we may refuse service altogether, or require a waiver to be signed. You refused to sign the waiver and requested item be placed in the garage. It appears that you perceived the same risk that our crew perceived, not sure why you're upset with us for not wanting to assume the liability. 

  My response remains the same regarding the missing picture and neglect to respond to a voicemail/messages. Hopefully the picture will show up somewhere which is usually the case as items are buried/hidden after a move. 

  While we do offer compensation at times, we have determined that nothing was done wrong by our crew, no damages occurred, move was done efficiently, and estimate was accurate considering several items were added after contract was signed. 

  Customer response

  07/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20325753

  I am rejecting this response because the owner of this moving company does not accept what happened and the whole truth with facts.
  
  The fact is that I was unable to reach this company staff for a month but within one to two days after calling the Better Business Bureau I did receive his call.
  The fact is the missing art will not turn up at my home due to its very large size. It is the size of a haystack not the needle.
  The fact is the exercise equipment was moved into the desired location in about 10 minutes by other movers. His company movers could not / would not do without home damage or disassembling. This is their words.
  

  Regards,

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

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Thursday, July 28, I was given a pdf in an email for moving charges that included insurance. The total amount of the move was $2,426.22 which include a $750.00 charge for insuring 3 pieces of bedroom furniture which are 100 years old. I was working with ****** ******* on Saturday, July 23, to obtain the insurance but was not ever provided an estimate either in writing or verbally prior to my move. ****** simply asked for photos of the furniture but gave me no quote. My dispute is with the $750 charge which only appeared on the final contract. It was not stated on estimate provided to me on July 23 which I signed. I texted message ****** ******* on Friday, July 29, after reviewing the final contract to complain about this charge which was never given to me or stated to me by either him or ** **** In his text message reply, he said that I stated that the cost did not matter and needed to be insured regardless. I never stated this to him verbally or in a message. ****** said that this was simply a misunderstanding and that they strive to be transparent which of course they were not with this insurance issue. He once more came back with another text that I stated cost did not matter over the phone when he requested photos; he again simply apologized. No further communication has occurred. The order tracking number is Job ******* I am willing to allow a $150 insurance charge but not the $750. Thus, I request a credit refund of $600.

  Customer response

  08/03/2022

  Last night I received a text message from ****** *******, MoveBright, with a resolution to my complaint.  MoveBright is offering me a refund of $375.00 which I am agreeing to accept. 

   

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

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