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:12/27/2022

  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.

  I Hired Pack and Load o 4/26/22 to load my furniture and boxes into a Pd. I purchased moving straps and moving blankets for this move. I have the charges on my credit card and the straps and blankets in my garage. My Furniture was damaged, due to the movers not using the blanket. I purchased Television boxes for the television sets, and they still lost the screws to the television set. The table was scratched, the sofa was wobbly, the bracket to the mirror was missing, the k*** to the dryer was broken, television stand broken. I was provided with a list of items that they do not cover after my furniture was delivered in November/2022. I would have appreciated receiving this list before I hired them. I would have looked for another moving company. I have contacted Pack and Load several times with no resolve. I sent them the quotes on all of the items damaged or need replaced. Their only response was "We assume no liability fo items damaged, due to the fact that furniture protection pads or blankets were not provided to protect your belongings." This was not true. Clearly this was not a reputable company, otherwise I would not have to contact the BBB. I would like my items repaired or replaced for all damages.

  

  Business Response

  Date: 12/29/2022

  In response to ****************** complaint, if she had supplied pads we certainly would have used them...there is no reason for us not to!  She was on site during the course of the move and if she saw that the two movers were not using the pads that she was suppling i am confident that she would point this out.  In any event, we will change our claim determination and honor her claim based upon the agreed-upon claims policy.  She will receive a letter based upon our findings within the next week or so.

  
  
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18633083
  
  I am rejecting this response because:

  I would like for Pack and Load Services to clarify the letter dated 12/29/2022 and I received on 01/12/2023:

  
  

  1. I,*********************** , for and in consideration of payment to   me of $111.10. (Is this In payment for damages, or just consideration?)

  
  

  2. How will this payment be dispersed?

  
  

  3. When will this payment be made?

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/20/2023

  I am rejecting this response because:
  I would like for Pack and Load Services to clarify the letter dated 12/29/2022 and I received on 01/12/2023:
  
  
  1. I,*********************** , for and in consideration of payment to   me of $111.10. (Is this In payment for damages, or just consideration?) - this is the settlement determination based upon our agreed-upon claims policy
  
  
  2. How will this payment be dispersed? - a check will be mailed to you
  
  
  3. When will this payment be made? - within 5 days or our receipt of the executed Release of Claims
  
  
  Sincerely,

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

  Customer Answer

  Date: 01/22/2023

   
  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. I agree to this settlement in the amount of $111.00, to be received in five business days. I will sign and mail the agreement on 1/23/23. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/14/2022

  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.

  Pack & Load Services, **** was responsible for packing our household goods in *********, ****** and unpacking same in ********, *******. When the goods arrived, there was substantial damage due to gross negligence of the packers and loaders in ******. Pack and **** has not responded to my attempts to get this claim resolved.

  

  Business Response

  Date: 12/29/2022

  ******************** claim determination letter and claim release was sent to him on 07/22/2022.  The determination of his settlement was based upon our stated claims policy that ******************** had agreed to. He had not returned the claim release as of the date of this response.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18568267
  
  I am rejecting this response because:  The claim review letter dated July 22, 2022 contained several errors of fact so I did not sign the release.  Rather, I sent an email on August 8th, detailing the specific errors in the letter.  A copy of that email is in the possession of the company.  The text of that email is presented below:

  "*********************** <*********************************>
  To: Claims <*****************************>
  Mon, Aug 8,2022 at'11:58 AM
  ******, we have received the claims review letter. There are several errors in the letter
  that need to be addressed:
  r. The marble topped table was packed/loaded by the Pack and Load staff as pictured.
  They did not pack it in a box or crate, nor did they protect it from surrounding items
  when they loaded it.
  2. The mirror frame and picture frame were packed by Pack and load staff in the box as
  pictured. They made no effort to protect the items when they packed it.
  In both of these cases, the gross negligence of the Pack and Load staff are obvious. No
  effort was made to protect any of these items.
  3. There were 2 La-z-boy recliners that were damaged in the move. In both cases, the
  damage was mechanical and repaired by La-z-boy as per my claim statement.
  4. We specifically wanted Pack and Load staff to pack expensive glassware so we could
  be sure it was well protected by professional packers. As stated in the claim, two
  Waterford glasses were broken. How can you justify to yourself that your liability is
  limited to 6o cents per pound when the so-called professionals were not careful in
  packing and thus broke glasses with a replacement cost of $95 each?
  Thank you,
  ***"

  I followed that email up with calls and additional emails to get a response so we could complete the process.  I received no further response from the company. Thus, this claim with the BBB.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/20/2023

  We regret that Mr. ********* move was without incident, however, as previously stated, his claim determination was based on our agreed upon claims policy. 
  

• Initial Complaint

  Date:12/09/2022

  Type:Billing 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.

  Pack and load was hired to load my storage POD. Professional Movers were promised. Professional measures where always taken. I've sent a letter to them, I've attached it without acknowledgement of anything except my contact the sales representative that passed it onto management. I've been overbilled per agreement and overcharged for the circumstances. The letter explains what might be somewhat fair for settlement and a dispute for the clear overcharge has been files with the credit card company. Letter is attached

  

  Business Response

  Date: 12/22/2022

  ************** hired us to provide two movers on an hourly basis with a three hour minimum.  We had three movers on the job and only charged her for two movers, essentially reducing the cost of her move by 1/3.  ************** filed a credit card chargeback in the amount of $414.00 which was taken from our merchant account...with that in mind, we feel as if ************** is not due any monies from our company.

• Initial Complaint

  Date:12/06/2022

  Type:Product 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.

  On 3 Nov 2022, I called Pack and Load Services and received 2 quotes (Quote # ****** - $3,103.14. Quote # ****** - $1,598.00. Total amount for the job - $4,701.14). I requested they show up around 8:00 AM because I knew it would take two days to do everything. I was told that would not be a problem and that the team would arrive around that time.On 4 Nov 2022, we accepted the quotes and paid the balance of $4,701.14. I received an email indicating that Pack and Load received our payment and that someone would reach out to me to confirm the details of our move request. I did not receive any type of communications from anyone at Pack and Load.Monday, 7 Nov - No one shows up to pack. I make numerous phone calls to the person who I spoke to about my move and to the main number. I get the standard they are on their way. Team finally shows up at 5:30 PM, tired because they just drove 2 hours to get to my house and they worked all day doing someone else's house. They work until ~10:30 PM and leave. They arrive the next morning ~ 9:00 AM. Because they haven't finished packing, they can't start loading until ~ 2:30 PM. I am approached a few times asking for more money (they went over their allotted dish pack boxes and there is not enough blankets to wrap stuff in. In the end, they didn't load everything into the **** containers. They didn't pack everything and when they were finished, I asked them to bring everything that was going to be left behind down to the garage, which they agreed to but didn't do. I left so late that evening (after 7:15 PM) to begin my drive back to ******* that I had to stop at a hotel at 2:00 AM so I could sleep. I missed a half day of work as well. We had to rent a U-Haul truck, travel back to **** and load everything up just to finish what they didn't do. In total, I am requesting compensation of $4,617.56, of the packing quote ($1,551.67), 5 medium ($90.75), 10 large ($2,530) and 2 wardrobe ($71.80) boxes that were not used.

  

  Business Response

  Date: 12/21/2022

  **************** scheduled a two-day move with us Day 1: packing of boxes and Day 2: loading of his containers. At the time of his booking he may have requested an 8am start time for the packing job and he was told that our morning jobs have a start window of 8am to 11am, however, start times are not confirmed until the day before the job.  Because of the late booking (3 days before scheduling), Mr. ******* job was scheduled for an afternoon start (the job would commence following the completion of the teams morning scheduled job).  He was informed of this.  We did arrive at 5:30 and worked until 10:30 strictly packing his boxes. He is correct stating that we didnt finish packing all his boxes that evening but we had to add over 50% more boxes.  We assured him that we would compete the packing the following morning prior to loading his containers that same day.
  Our 4-man team arrived at 9am the following day and completed packing Mr. ******* boxes at 11am. They then proceeded to load his two 16 portable storage containers which was completed at 7pm. These two containers were fully packed from front to back and bottom to top. Unfortunately, all of Mr. ******* belongings would not fit into the two containers that HE had rented.  This is evidenced by the fact he had to rent a U-Haul truck to move his items that did not fit into the two containers that he had rented.

  
  Now on to the financial aspect of this move.  On day one, Mr. ******* estimate included 106 boxes.  The packing job is billed based upon boxes usedeach size box is priced to include labor and materials, so time is of no consequence at all.  When we completed the packing, we ended up packing a total of 165 boxes, not the 106 that was on his estimate.  Please note that the estimate originally given was ONLY AN ESTIMATE OF BOXES NEEDED BASED UPON MR.******* DESCRIPTION OF HIS BELONGINGS.  Additionally,the reason the packing carried over to the second day was the fact we had to pack and additional 59 boxes. As previously mentioned, the packing of boxes are done on a per-box-basis, so there is and additional for each additional box used but NO HOURLY LABOR CHARGE ON THE PACKING OF BOXES the amount of time it takes to pack them is of no significance.  As far as the loading of his two portable storage containers, he booked this job on a flat-rate basisone fixed price, not time limit.  The job is completed once the two containers are loaded. 
  

  With all that in mind, **************** was charged only for the materials and services providednot a ***** more!  He is not due any refund from our company.  The reason he had to rent a U-Haul was the fact all of his belongings did not fit into the two portable storage containers that HE had rented.  We were hired to pack his things into boxes and load two storage containerswe did both and charged him accordingly.  

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18526969
  
  I am rejecting this response because:

  As shown on the attached timeline, I was not told at any time this would be an afternoon scheduled job.  I had traveled from ******* the night before because I was told that the crew would be starting at 8:00 AM on 7 Nov after the **** containers were delivered.

  The assertion by this business is completely false.  I did not get 2 full days of packing and loading services.  I again request a refund as stated in my original complaint.  If they refuse, I will have no choice but to pursue additional avenues to get it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/30/2022

  Type:Product 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 an original quote for *******. then during the move on 11/5/22 i was billed for another 3 hours without being notified. I received a notification from my bank that an additional 3 hours had been charged to my card. I immediately called pack and load to ask why my charge card had been billed before the job was complete. I was told they were closing at 3pm and would not be open later to bill my card. I asked why cant it be billed the next day instead of billing my card ahead of time not knowing how long it was going to take. I even asked if it were legal and I was told thats the way they do it. my question was, what if they finish early? to which i was told, i would get a refund back on my card. They were finished in 5.5 hours. not 6 hours, as was charged to my card. I called the next day and was to fill out an explanation of what happened which i did. I heard nothing back, so i called and was connected to a ********* who stated she was handling my situation plus sent me an email after our conversation that says if the move was 5.5 hours she would refund my .5 hour that she was waiting for the bill from the moving company before retuning my money. again no response , no refunds. i emailed the billing department on 11/26/22. still no response so i called 11/29/22 placed on hold twice then received an email on 11/29/22 that they only bill by the hour and i would have to pay the full 6 hours. I called and spoke to ********* again on 11/29/22 and she stated that the hirer *** refused to refund the money owed to me for .5 hours because they bill by the hour. At no time did i read in what was sent to me on the quote or said to me by **** the person who wrote up the quote that i would have to pay for hours that were not contracted for.How does a company bill someones charge card without permission and charge for extra time they had no idea how long it would have taken besides, knowingly bill for time they had no intention of paying back.

  

  Business Response

  Date: 12/15/2022

  Our original estimate (see attached) was for a three-hour minimum charge ad a one-time truck fee totaling $1,146.00.  Any additional hours would be billed at the hourly rate of $199.00.  The move was between ********* ** and ******* ** (a 2:45 drive).  We completed the whole move in a little less than 6 hours!  Additionally, ******************** signed the paperwork and initialed next to the hours worked, thus agreeing to pay of the services rendered which was 6 hour of moving.  Nor refund is due!

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

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18479209
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/16/2022

  I disagree with there position because the mover who moved me ******************* moving billed this service for 5.5 hours not 6 hours as has been stated in there rejection letter. please see attached information from ******************* moving that states they billed for 5.5 hours. This is the only thing i signed which was from the movers themselves, i signed my initials for 5.5 hours not 6 hours Furthermore, when contacting pack and load i thought that i was talking and paying for them to move me, not ******************* moving who contacted me himself and explained he would be moving me not pack and load that they are brokers. the only information received from pack and load is what i sent in as attachments, no other correspondence. Nothing stating that pack and load charge for the full hour  and that i would have to pay for that whole hour even if it was less time.

  I was charged for the full amount before the movers were done via debiting my **** card that i used to pay the amount billed to me before the move. at no time was i told my card number was being kept on file and would be used again. the only reason i found out was i have a limit of ****** on my card over that the bank sends me a text that asking if i recognize this charge. I called pack and load immediately after getting the charge and was told then that they keep all credit cards on file and were billing me ahead of time because they were about to close for the day they billed me ahead to which i said, no one told me you were keeping my card number on file and why where they billing me for 3 hours, that they were just getting done  and how was three hours determined anyway to which i was told thats what i was told to bill but could give me the name of who told her to bill my card 3 hours. and it would be less than three hours. I was told that anything under the amount would be credited back to my card. My response is that it was illegal to keep my card on file without asking me and i would talk to **** the person who set up the move and whom i paid. I called him and he said in order to get my refund i would have to fill out a request which i did and told me that they keep the credit information to bill the last charges. 
  I told him that should have been disclosed to me and that if i had known their practice was to keep credit card information and not inform their clients i would not have used them nor would i have user them, if they had disclosed they were brokers and not the moves themselves. I am appalled at pack and load business practices and customer treatment,  
  I have also down the email sent to me stating i would be getting my retun once they received the ******************* billing information which they did it is the same that i received 5.5 hours of moving time not 6 hours. 

  

  Business Response

  Date: 12/29/2022

  ******************** response is incomplete.  Additionally, he has failed to mention that he filed a credit card chargeback on this move.  We stand by our first response and he is not due a refund.  Furthermore, we are owed the money that he charged back to his credit card as he was only charged for the services that we provided.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18479209
  
  I am rejecting this response because: My answer was complete and the fact that my credit card was charged without my permission is in my opinion was theft. I will not back down from that fact. you charged my card without my express ok to do so. Also I thought i was contacting the actual moving company and in fact, your company is a brokers ship which again, was never disclosed to me. I found out when the actual moving company contacted me the night before. I will state again i was never verbally or in writing told that you charged by the hour. if you have that with my signature stating it was ok i would like to see it. plus what about the email from your own person in your business office that stated i would get my refund for the half hour once she received the bill from the moving company which she did because i have a copy of that bill for 5.5 hours not 6 hours. based on that email your own employee doesn't know your policy of billing by the hour only. 

  Now for the credit card company, yes, i contacted them and filed a complaint with them about your practice and asked them to investigate this matter too. They from what i understand, are waiting for a response from you.  I also understand you were paid and depending on your response i will get my money back because of your business practices. If this matter is not settled ok with me, i am retired and have all the time in the world to plead my case to how ever will help me. As stated before i feel as though you stoled my money by debiting my card without my permission. i used my card to pay you one time for the bill received, you did not have my permission to keep my card on file permanently, so i felt the bank needed to know your practices and as such asked me if i wanted to file a complaint which i of course said yes. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/22/2022

  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.

  *********** scammed me. I called Pack and Load on July 1st f there was a way, they could unload a *** the following day. I explained to them I didnt have a time frame and was told by *** rep that the *** delivery may not come until the afternoon. I told *********** I would call and tell them when I found out the time the *** was to be delivered. Early morning of the 2nd, I received a call from a gentleman from *********** informing me they were on the way. I explained to them that I hadnt yet received ***, and was waiting for them to tell me what time the *** was being delivered. The two movers ask if it was alright if they waited at our home, which I let them do. I called ***s and ask for a time for the delivery. They said around noon but actually came after that. Heres where the scamming comes in. I called *********** and asked why they sent the movers without waiting for me to give them a time as was our conversation. The lady on the line said she didnt know anything about that since she wasnt the person I made the original arrangement with. She said their policy was to charge $500 to the customer if the movers had to wait. I told her they should not have sent someone so early after I explained that the *** may not come until the afternoon. Anyway, they did go ahead and charged my credit card $500. I called to complain. I was told all their transaction are recorded and she would check the recording to confirm what I said about the delivery time. I felt that is great because it would prove my point. I didnt hear anything back from *********** for a few days. I called again, and again they would check the recording. Again, not a peep from them. The 2 movers told me they worked for a moving company, independent from ***********, and they would not see a ***** of that $500, which further convinces me its a scam. The movers also said they had another job in the next town over, so they would be in the area anyway. Find a different business to load your ***.

  

  Business Response

  Date: 12/02/2022

  After the review of this case, we will be refunding ************** his $515.00.  There was an error on our part that caused the crew to come out too early in the day.  We sincerely apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:11/21/2022

  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.

  We hired Pack & Load services to load 2 pods in July for our move from ***** to *********. Had a great experience with the load so we hired then to unload our pods in ** on October 13, 2022. On that day of the unload 2 gentlemen show up to unload the pods. These gentlemen were 65 and 70 years old and had an issue that we had stairs to climb and a treadmill they had to move. They said they were in aware. Their paperwork clearly stated there were stairs and there was a treadmill and the charges for each were on their paperwork. They then said this is a 3 or 4 man job and they only sent the 2 of us. Once they said that I notified *********** that I was sending those guys away since they were unable to perform the function they were hired for. They were onsite less than 30 minutes. I requested *********** service to get someone out that day to unload the pods as the pods were scheduled to be picked up the next day on the 14th. They were unable to find a service for that day. When I spoke with ******** in customer service she said she would process a full refund. That didnt happened they charge me a $379 same day cancellation fee. I didnt cancel - they couldnt provide the service they were contracted for on the date I needed it so I had to find a local company myself, which I did and got unloaded on 10/13 so the pods could be picked up on 10/14 as scheduled. I want the cancellation fee refunded to me as they couldnt provide the service on the date needed.

  

  Business Response

  Date: 12/02/2022

  After reviewing this case, I will be glad to refund back to ******************** his cancellation fee of $375.00.  He had threatened to chargeback this amount and I just need him to guarantee that this will not occur.  The reason I ask for this assurance is the fact that there is the potential that he could get paid the $375.00 twice if I refund him the funds and he also files a chargeback.

  Once I receive his assurance, I will immediately refund the cancellation fee.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18445130
  
  I am rejecting this response because:

  I was told that I would not get the full refund of $1270 and that they would
  refund $895 and charge me the cancellation fee of $375. They never refunded
  the $895 so I submitted a dispute with the credit card company for the full
  $1270 since they didnt refund the $895 as promised. I will cancel the
  credit card dispute if Pack & Load agrees in writing to refund the complete
  charge in a timely manner.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2022

  I did misspeak on my prior response...we in fact do owe ******************** the $895.00 he had mentioned, not the $375.00 that i had stated on 12/02/2022.  Unfortunately, I cannot refund this until the chargeback is closed.  As it stands, the credit card company is about to deduct $1270.00 from my account (that is the amount that was charged back, not just the $890.00 that is owed to ********************).  Once the chargeback goes away, I personally will refund the $890.00 to him.  If the chargeback continues, I will defend our position since $1290.00 was charged back.

   

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18445130
  
  I am rejecting this response because: I want full refund as promised when they were unable to perform the service the day of the move. I didnt cancel them so there should be no cancellation fee. They could not provide another company to perform the move the day it was scheduled. Another company was needed it since the initial company that come out sent incompetent people to do the move. She initially stated to the BBB that she was willing to refund the $375 after she reviewed my file and now she said no. I will be willing to cancel the charge back once she agrees to the full refund of $1270. Her responses will be forwarded to my credit card company as proof that she was will to refund the $375 then changed her story once she read my response. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/08/2022

  Type:Product 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 notified Pack + ********************* on July 29, 2022 (the day of my move) of several issues with their movers. I reported first over the phone + again via email on August 1st, 2022 and have followed up multiple times since:1. P+L agreed to provide packing materials to my move. The movers failed to bring them. As a result several pieces of furniture ($1000's of dollars worth) irreparably damaged and I was still charged $459.14 for packing materials that were not provided. 2. P+L movers did not follow instructions I provided over the phone + in writing for how to park at the loading dock of my building. They wasted 90 min looking for unnecessary street parking and I was charged $199 for this. 3. When I booked the move, P+L estimated that it would take 3 hours of labor and assured me that even if it took a bit longer, they would be done by 5pm (my building only allows moves from 9am-5pm). The movers did not finish until 8pm an I had to pay my building a $300 penalty as a result. I spoke with P+L customer service THAT DAY and they assured me I would not be charged for any additional costs past 5pm (but I WAS charged.) 4. On Oct 9, we spoke on the phone. P+L said they needed to review recordings of the phone calls between me and P+L customer service from July 29 to confirm they could give that refund. I followed up again on Oct 31st- no one has responded. 5. I made multiple, documented efforts to resolve this with P+L but they have made no effort to make things right, despite stating on the phone at least 2x that they would refund me for the issues above. No refund has been made, so I have brought the matter to AMEX for dispute. 6. I am sharing this complaint with the BBB because P+L promotes their BBB A+ rating on their website, and has 5 star reviews on BBB's site. However, if you go to the P+L Yelp review page, you will see the reality of what this company does to its customers. BBB is complicit in this deception if they allow P+L to maintain an A+ rating.

  

  Business Response

  Date: 11/21/2022

  Due to the volume of calls between the company and our office, it has taken more time than expected to review this case.  I will file a complete response to this complaint tomorrow.

  

  Business Response

  Date: 11/23/2022

   

  Please allow this to serve as our answer to Ms. ******* complaint.  I will be responding to each issue as they appear

   

  1. P+L agreed to provide packing materials to my move. The movers failed to bring them. As a result several pieces of furniture ($1000's of dollars worth) irreparably damaged and I was still charged $459.14 for packing materials that were not provided.  We did not charge her for materials not provided.  Additionally, she has not filed a claim for her damages as of the date of this response.

   

  2. P+L movers did not follow instructions I provided over the phone + in writing for how to park at the loading dock of my building. They wasted 90 min looking for unnecessary street parking and I was charged $199 for this.  I reviewed all calls and the only time **************** gave us instructions on parking at the loading dock was after our crew was looking for a parking place.  There was no email prior to the day of the job instructing us where to park. We spent a total 30 minutes between the time we arrived in the area and the time we were parked in the loading dock.  Her claim of 90 minutes is just not accurate.

   

  3. When I booked the move, P+L estimated that it would take 3 hours of labor and assured me that even if it took a bit longer, they would be done by 5pm (my building only allows moves from 9am-5pm). The movers did not finish until 8pm an I had to pay my building a $300 penalty as a result. I spoke with P+L customer service THAT DAY and they assured me I would not be charged for any additional costs past 5pm (but I WAS charged.)  - When we quote a job, we NEVER assure the customer of how long a job would take; rather, we give them the price for the first three hours and the cost of any additional hours.  AT NO TIME DID WE EVER SAY THE *** WOULD BE DONE BY 5PM!

   

  4. On Oct 9, we spoke on the phone. P+L said they needed to review recordings of the phone calls between me and P+L customer service from July 29 to confirm they could give that refund. I followed up again on Oct 31st- no one has responded.  We did speak to **************** regarding a refund, however, we were unable to process any refund as she had already filed a credit card chargeback.

   

  5. I made multiple, documented efforts to resolve this with P+L but they have made no effort to make things right, despite stating on the phone at least 2x that they would refund me for the issues above. No refund has been made, so I have brought the matter to AMEX for dispute.  See #4.

  In closing, there were over 45 calls between **************** in our efforts to work with her. 

   

• Initial Complaint

  Date:11/02/2022

  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.

  Pack and Load was scheduled to pack 2 ***S at our house in ******** **** on July 25,2022 and did not show up until July 26th. After they didn't show up I called several times, they never called me and they finally said they could have the movers to our house sometime after 8:30pm on the 25th. This was not acceptable to me to begin a 6 hour job at 8:30pm after the same crew had loaded another job earlier in the day and was driving from ********. We were paying for 3 movers per contract and only 2 showed up on the 26th which made it necessary for me and my wife to carry boxes outside to the *** to be loaded because the ***S were being picked up the same day. This was very stressful and I was forced to take the day off work. I was paying for this work to be done and I was doing it myself. *********, the customer service manager with Pack and **** said that if she could confirm that only 2 loaders were at my house she would refund $433. I have been calling her twice a week for at least 3 months and she will not take my call, sends me directly to voicemail. I left a voicemail message every time and no call-back. I did speak with her today and she claims to not be able to confirm there were only 2 movers not 3. I do not believe she has been unsuccessful in trying to confirm the number of movers, these are her employees. Pack and Load has been difficult to deal with throughout the transaction. The packing job was done poorly and most of our fine furniture arrived damaged and un-reparable, I can send photos of this. The work done by Pack and Load was awful and their customer service is worse, I would rate this company a solid F. Hopefully you can help me resolve this issue and recover the $433 promised to me by *********, the customer service manager. I requested to speak with her supervisor and she said she was the supervisor-pitiful company.

  

  Business Response

  Date: 11/15/2022

  To begin, **************************** had booked his move for a ** start.  Our ** scheduled jobs commence once the assigned crew completed their earlier slated job.  We NEVER guarantee what time the ** job will begin, nevertheless we assure the customer that we will complete the job on the scheduled dayour teams do not work 9-5, they work until the job is complete.
  
  In this case, at 3:45pm, we found out that our crews scheduled arrival time for the ************ was to be approximately 7:00. When we communicated this to ****************************, he stated the start time was too late for him and wanted the crew to come back the following morning.  Additionally, he stated he wanted a discount because the job wasnt done on the day he had scheduled it.  We told him we could bring the crew out the following morning but we were not going to discount the job because HE CANCELLED THE *** we were prepared to complete.  He agreed and our crew was scheduled to come out the following morning.  Additionally, we waived the same-day cancellation fee which would have applied to this scenario out of customer goodwill.
  
  The following morning, our 3-man crew arrived at 8:30am and completed loading the Lichtensteins two portable storage containers in 6 hours.  This is a very efficient time to load two containers as they generally average 3 to 5 hour each to load.  The Lichtensteins were only charged for the 6 hours our team spent on the job.
  
  As far as *************************** having to take the day off, that was his decisionhe cancelled the job that we were prepared to do the previous day. 

  Finally, no one in our office every offered to refund $433.00 to **************************** but we did give him a $100 discount on his unload which he gladly accepted.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18341930
  
  I am rejecting this response because:
  We did not agree to an afternoon appointment until Pack and Load did not show up in the morning. We originally agreed to a morning arrival and they said they would call before they come. I called early and they said they could make it in the afternoon so we agreed since we needed the work done. I called all day looking for an arrival time with no response. Eventually I was told they could make it to our home at 8:30pm because they were driving from ******** after doing another job. At this point I said this is not acceptable to begin a 6 hour job at 8:30pm which may end at 2:30am. You can certainly understand this is not acceptable when they said this would happen in the morning. 
  The job was done the next day with only 2 movers not 3 that we paid for. I had to move boxes and furniture from the house to the truck myself because the **** were being picked up the same day. In my many calls and few conversations with the Pack and Load manager she said they would refund $433 because we paid for 3 movers and only 2 showed up. This should be easy for a company to confirm by contacting their crew. We tipped the 2 movers well for their work but there were only 2 not 3. We will not end this complaint until we are compensated for the poor service as much of our fine furniture was damaged based on poor packing. We refuse to pay for service we did not receive and expect compensation. This company should not be allowed to do business this way it is criminal.
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 12/02/2022

  I fully explained our position in our original response.  To be brief, he originally scheduled his move for an afternoon starthis statement that the afternoon wasnt scheduled until Pack and Load did not show up in the morning is just not forthright. Based upon our earlier job, we communicated that our crews scheduled arrival time for the ************ was to be approximately 7:00 and he said that would be Too Latethis is not 8:30pm as he mentioned in his complaint.Additionally, we had a three-man crew on the job, not two as he alluded to. 
  In closing, we did not charge ************************** the mandatory same-day cancellation fee for him cancelling the original job and we gave him a discount of $100 on his unload.  We feel this matter closed.

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18341930
  
  I am rejecting this response because:

  The information in the Pack & Load response is entirely incorrect. They phoned and said the team would not arrive until 8:30pm to begin the job not 7pm. Even if they did arrive at 7pm the packing took 6 hours which means it would be done in the dark and not finished until 1am. This is unacceptable in every way!!! Also there were only 2 movers not 3 which we scheduled and paid for. Pack & Load provided poor customer service, poor packing and loading service (much of our furniture is damaged) and is lying about the number of workers on the job. We will not let this go without an acceptable apology and fee adjustment. They are a member of the Better Business Bureau with a reputation to uphold so this should be handled properly. This is not acceptable business practice and should be investigated properly.
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 12/13/2022

  **************************** booked a after 12pm start...as previously stated, our PM jobs begin after the assigned crew had completed there earlier scheduled job(s). In this case, we telephoned **************************** to inform him that our crew would be at his residence approximately 7pm. Our movers do not work the typical 9-5, rather, they work until the job is done and working once the sun sets is never an issue!  We explained this to **************************** but he insisted that he did not want them to come until the next day.  We were able to adhere to this request and completed the job the following day.  Additionally, he was only charged for services rendered...not a ***** more! 

  One final note, he failed to mention that we unloaded his two containers and gave him a $100 discount on that service which he agreed to yet he has continued to complain about our services!  Finally, I wish that our crew was available earlier on the scheduled day of the move, however, we did do our best to get them to ******************************************** house as early as possible.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18341930
  
  I am rejecting this response because:

  The fact remains that we paid for ******** and only 2 movers showed up to do the job. We are requesting a refund for this and the $100 refund was not for this issue. We will not accept this as a closed and resolved complaint until we receive acceptable compensation for this discrepancy. In my opinion the aggravation and inconvenience we have suffered plus the irreparable damage to ************* based on shoddy loading is worth at least $1000.

  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:10/24/2022

  Type:Order 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.

  Unable to cancel service because of no response. No agreement was signed and no insurance information provided after tepeafky requesting. Voice mail of sales full. Voice mail of customer service not set up. Numerous emails were sent out, no response.Card was charged without authorization. After finally someone answered the phone, I questioned the charge, agreement and insurance I was told they do not provide neither. How do u file a claim if your property is damaged?

  

  Business Response

  Date: 11/08/2022

  On 10/11/2022, *********************** inquired with our company to get a quote on loading a portable storage container.  She booked her job,scheduling it for 10/20/2022 and secured her booking with a credit card.  On 10/18/2022, we called ************************ and confirmed her job scheduled for 10/20/2022.    
  
  On  10/20/2022 (the day of the job), *********************** canceled her move via a call to our office at 8:23am, saying she had double booked services with us and another company.  She states that she emailed out company however that is not the case as the email address she had identified in a complaint to another source was not our email address!
  
  Other than the cancellation call placed by ************************, we did not receive any other telephone calls from her. I assume she may have been calling the wrong number as her statement that our customer service voicemail was not set up and our sales voicemail box was full is just not accurate.  Our customer service voicemail box was established over a decade ago and our phone system will not allow a voicemail box to be full, so I have no idea how she could have had such problems contacting our company.  Furthermore, our phones are manned seven days a week by customer service agents both day and night. 
  

  In closing, *********************** has been refunded the $589.00, the full amount of her payment for her move that was cancelled.  We have even waived the cancellation fee that is traditionally charged on day-of-job cancellations.