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:03/26/2024

  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.

  Charge me and send another company to move me when another company came start broken down my living room after that stop and ask me for more money when I did ask him how much you need he start in $8500 I told him move whatever in contract only he said no and he left a miss in my living room my living room coast $4700

  Business Response

  Date: 04/23/2024

  Before loading the truck, our drivers are required to conduct a visual estimate. Should there be any additional costs due to the need for extra space or services such as packing, they will inform you accordingly. According to the notes on your file, there was an additional charge for packing supplies necessary to ensure the safe transport of your items.
  Additionally, our **************** team has offered a refund of $300 on multiple occasions, which you have declined. As the services were rendered and additional services were provided, this is the maximum refund we can offer. We appreciate your understanding in this matter.

  Customer Answer

  Date: 04/23/2024

  When a driver arrived to my location start ******** my living room and make a miss in my house after tow hours a driver ***** his mind and he told me I have to make new a deal with him and he ask me to pay $7800 up whats I paid first I contacted 3brother was ignoring me and told me wait to proceed my money after that told me we not giving you your money back and playing me for $300 but 3brother not been helping in all

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21487694
  
  I am rejecting this response because:When a driver arrived to my location start ******** my living room and make a miss in my house after tow hours a driver ***** his mind and he told me I have to make new a deal with him and he ask me to pay $7800 up whats I paid first I contacted 3brother was ignoring me and told me wait to proceed my money after that told me we not giving you your money back and playing me for $300 but 3brother not been helping in all
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/22/2024

  This customer has been offered a refund but has rejected all attempts to alleviate the additional costs incurred at the time of pickup.

  Customer Answer

  Date: 08/06/2024

  I provide all information and photo for a damage to my furniture and I contact a company no help I get and told me wait we trying to contact broiling moving after three week no any body from 3 brother answer my call what's I can to do 

  Business Response

  Date: 08/06/2024

  To submit a claim for damages, please contact our customer service at ********************************************************* or call ************. We will provide you with the necessary information to initiate the claim process. Please note that all claims must be submitted within a specific time frame from the delivery date.

• Initial Complaint

  Date:03/14/2024

  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.

  3 Brothers Moving provided a BINDING estimate to my sister to move our deceased Grandmothers heirlooms from ** to **. They subcontracted the work without informing us who the contractor was, and the contractor started loading items into the truck. Once half of the items were loaded he informed my Aunt on site that it would be double the original estimate and that the full amount needed to be paid now to make the delivery. Then he said that 60% would need to be paid for the items to be delivered and not held in warehouse (essentially blackmail). This goes against the rules of the original BINDING estimate with 3 Brothers Moving. In addition, my sister called the original sales rep who said that this is normal business and that the company is the one they subcontracted to. Later she called back and he did not answer or return her calls knowing there were major issues with the professionalism of the subcontractor and job at hand. I also tried to speak with another sales rep who answered the phone at customer service who said (*******) that it was our fault that we did not give an accurate account t of the items being moved. These are standard items and a list was given to them if 70 items which they quoted 717 cubic feet. If the person doing the estimate is incompetent, theyre either lacking training, common sense, or are in the wrong profession. It is up to the business to have clear communication with the customer so that a subcontractor isnt doing business in a way that appears shady. The customer service rep that my sister spoke to said they were not aware of issues with Master Moving or Bison Relocation, but according to BBB they have a F rating, which seems to me that 3 Brothers Moving has failed to do their due diligence for the customer.

  Customer Answer

  Date: 03/15/2024

  The subcontractor has now told my sister because I made a complaint, he will not complete the delivery on 3/16 until the matter is resolved. 
  As I am whistleblowing their poor behavior and unprofessional practices, they are again going to hold my grandmothers items for ******. Shame on them.

  Business Response

  Date: 03/25/2024

  You were provided with a "Binding Not to Exceed" estimate by 3 Brothers Moving & Storage. In accordance with the contract terms and guidelines established by the ******************************************* (FMCSA), this estimate encompasses the agreed-upon weight or space at the specified rate per cubic foot or pound. Additionally, any accessorial charges have been clearly delineated on the estimate as inclusive.
  It's important to note that any charges beyond the reserved space allocation or any additional accessorial charges, such as packing or handling bulky items, are not encompassed within your estimate and may be evaluated at the time of pickup, if applicable.
  Under FMCSA regulations, there are two types of estimates available: "Binding Not to Exceed" or "NON-BINDING." It's essential to emphasize that there is no option for a strictly binding estimate. Furthermore, in adherence to the contract terms, the carrier reserves the right to request payment of up to 75% of the estimated charges at the time of pickup, with full payment required before the scheduled delivery can be finalized. All charges must be settled in their entirety before the unloading of items commences.

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

   

   

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21432216
  
  I am rejecting this response because:
  The document itself says Binding Estimate at the top which is either misleading on your part or incompetence. Thank God my sister took a picture of the estimate as the link you provided no longer brings up the document. When calling your **************** line (which is apparently only sales reps who dont pickup the phone when a customer has an issue or hangs up on them, and theres apparently no supervisor available to hand the phone off to) it shows it is a recorded call. *** should be able to listen to ****************** telling my sister that these 70 items could fit on a 26 foot truck, but then he only quotes her for 717 cb ft of space. This is not the space of a 26 foot truck and shows incompetence or a lack of training for a sales rep. *** should also hear on the recording that ****************** told my sister the estimate included packing supplies, which apparently was a lie. Insinuating that the ******************************** detailed enough is a farce and unprofessional for ******* at customer service to do over the phone and for you to do in your response. In addition, we were supposed to have our items delivered to two locations which was not conveyed to the delivery team. At that point, we had such a poor experience with your carrier that you chose in Master Moving that we decided against it to ensure we received our deceased Grandmothers items.

  Good customer service requires transparency, clear communication, and honesty. We lacked all of this with you and the carrier you chose to use who has a F rating on BBB. All of these you have still chosen not to address in your response which seems par for the course for your business.

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

  Business Response

  Date: 04/15/2024

  You were provided with a "Binding Not to Exceed" estimate by 3 Brothers Moving & Storage. In accordance with the contract terms and guidelines established by the ******************************************* (FMCSA), this estimate encompasses the agreed-upon weight or space at the specified rate per cubic foot or pound. Additionally, any accessorial charges have been clearly delineated on the estimate as inclusive.
  It`s important to note that any charges beyond the reserved space allocation or any additional accessorial charges, such as packing or handling bulky items, are not encompassed within your estimate and may be evaluated at the time of pickup, if applicable.
  Under FMCSA regulations, there are two types of estimates available: "Binding Not to Exceed" or "NON-BINDING." It`s essential to emphasize that there is no option for a strictly binding estimate. Furthermore, in adherence to the contract terms, the carrier reserves the right to request payment of up to 75% of the estimated charges at the time of pickup, with full payment required before the scheduled delivery can be finalized. All charges must be settled in their entirety before the unloading of items commences.
  
  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.  

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21432216
  
  I am rejecting this response because:
  

  You continue to copy and paste nonsense that doesnt match the actual agreement that is sent to the consumer. You have not addressed how you will prevent these issues from happening to other customers, if you will retrain your staff, and if you will actually operate as a transparent business. You give estimates to people without telling them youre the broker and not the actual movers and then basically say gotcha is the fine print. IT IS UNACCEPTABLE and clear you have done this repeatedly to other customers. Greed has corrupted your morals **************. Be a better person and businessman.

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

  Business Response

  Date: 07/23/2024

  As previously explained, the estimate provided was a Binding Not to Exceed estimate, in accordance with FMCSA guidelines. This estimate only covers the services originally agreed upon. Any additional items, space requirements, or accessorial charges at the time of pickup will result in a revised estimate. Additionally, the carrier has the right, as per the contract, to request up to 75% of the remaining balance before delivery.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21432216
  
  I am rejecting this response because:
  

  The estimate provided was a Binding Not to Exceed. This estimate had over SEVENTY items listed, and the unprofessional staff member who prepared the estimate obviously doesnt know the square footage of a moving truck. My sister was also told it would all fit on one truck, which it did. How do you plan to correct the incompetence of your workers? What is being done about your unprofessional third party carrier? You chose to continue to fail to answer these questions as its obvious you will continue to run a shady business. SHAME ON YOU!

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

  Business Response

  Date: 08/30/2024

  The estimate we from the booking calls was 70 pieces if there are additional items at the time of pick up the driver must adjust the price to reflect the actual space being used. A binding not to exceed estimate only covers the space and additional services such as packing on the estimate. Anything above that is an additional price. 

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.  

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 21432216
  
  I am rejecting this response because:

  You are lying.

  Provide proof of an excess of 70 items. You cannot and continue to prove yourselves a scam of a business. Disgusting.

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

• Initial Complaint

  Date:03/08/2024

  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.

  ****** **** ********* contracted to have her furniture and belongings shipped from **************,**** to ********** ** on 11/18/23 Originally they delt with ****, the next time they talked to the Company it was ****** who said **** no longer worked there and his # **********.They were never advised that a 3rd party company was being used, but then a man showed up at the apartment with a u-haul for the pickup. The 3rd party contact was Summer ************* December 24th a man in ************ called saying he had some of my boxes. He identified them when he opened them and in them was contact information for ****** **** *********.The original time estimate to get her belongings was 5-7 day then turned into 3-4 weeks.On Dec 13 Summer called to say the delivery was 2 hours away ( this was the first notification.) at the time I was in ******* for training for my new job. They said they had contacted ***** by text, who is my aunt. The text did not identify who they were.****** advised several times that she was the customer and ***** was her aunt trying to help.****** asked the company to honor the 30 day hold with Summer. ****** said she would talk to her manger and call back. No call back was received.****** and ***** have spent numerous calls on 3 way trying to get this resolved with no avail.We dont know where the belongings are or how to get the boxes from ************.Please contact ****** **** ********* at ********** or her Aunt ***** at ********** so we can get this resolved.ASAP.

  Business Response

  Date: 04/15/2024

  The customer receives paperwork when setting up their move initially that sates that we are a moving broker. They also receive a Bill of Lading with the carriers name and information on it. We gave no notations of any problems since the time of pickup. Delivery time frames are not guaranteed as there can be delays due to weather, especially during the winter months, and a lot of other factors. ************** can be anywhere between 4-21 business days. 

   

  4. CUSTOMER HAS HIRED 3 ********************************************* & ******************** LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, 3 BROTHERS MOVING & STORAGE LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. 3 BROTHERS MOVING & STORAGE LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.

   

   

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21407972
  
  I am rejecting this response because:

   I still do not know where my shipment is and how to get it. My many calls have brought no response.

  I drove to ************ myself to pick up the 4 boxes that got delivered there. The customer that moved there contacted me to let me know he had the boxes delivered to him with his daughters stuff.

  Please provide contact information to get this resolved. Name and phone number.

  Is my shipment still available to be delivered?

  
  
  Sincerely,
  
  Sedona **** *********

  Business Response

  Date: 07/22/2024

  The customer receives paperwork when setting up their move initially that sates that we are a moving broker. They also receive a Bill of Lading with the carriers name and information on it. We gave no notations of any problems since the time of pickup. Delivery time frames are not guaranteed as there can be delays due to weather, especially during the winter months, and a lot of other factors. ************** can be anywhere between 4-21 business days. 
  
  4. CUSTOMER HAS HIRED 3 ********************************************* & ******************** LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, 3 BROTHERS MOVING & STORAGE LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. 3 BROTHERS MOVING & STORAGE LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
  
  
  

• Initial Complaint

  Date:03/08/2024

  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.

  ****** received the property belonging to my daughter and the price has changed again.There customer service will no longer pick up and I am trying to make sure my daughter and grand children receive there belongings.

  Business Response

  Date: 03/15/2024

  We have no record of this customer on file when searing by name, email, and phone number, please see screen shots attached confirming. Please ensure this information is accurate:

  Name:
  *************************
  Address:
  ********************************************
  Unit A
  *********, ** 33054
  Daytime Phone:
  **************
  Evening Phone:
  None Provided
  Fax:
  None Provided
  Email:
  **********************

• Initial Complaint

  Date:03/07/2024

  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.

  In early February I contacted 3 Brothers Moving & Storage about moving my property from ********** to my new residence in *************. They quoted me a total price of $3,000 for the move; I paid them $1,450 up front; job number *******. They loaded my property the week of 2-5-24; estimated arrival in ** on or about 2-13-24. My property did not arrive; I contacted their service department 3 times asking for an update on when delivery would occur; each time the service rep said they had to check with the trucking company and get back to me; they never called me back. On may 26th the trucking company called to tell me there was an accident and my property was destroyed; I now have to work with the insurance company representing the party responsible for the accident to recover on my damaged/destroyed property.the policy covers the property being transported, but doesnt cover costs I incurred. *** left multiple voice messages with 3 Brothers ***************** Manager, **************, who has refused to return my call. The service department is no help. I paid 3 Brothers $1,450 for the safe delivery of my property from point A to point B, which did not happen. I want my monies paid to them returned. I am a senior citizen and feel this company is taking advantage. Please assist.

  Business Response

  Date: 04/23/2024

  We sincerely apologize for the accident involving the driver and the unfortunate losses that occurred. This incident was completely beyond the control of both 3 Brothers and the driver involved. Please be assured that all reimbursements will be processed through the carrier's insurance, as the claim needs to be filed directly with them. You will receive all necessary information regarding the claim from the carrier and/or their insurance provider.

• Initial Complaint

  Date:03/06/2024

  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 secured this company January 21, 2024 to relocate our home from **** to ********. We secured a date (March 2), however the contract required a 48 hour window that the movers could use though a 2 hour confirmation would be given. Our first 48 window was March 1-2, however this was modified to March 2-3. We received our moving confirmation for March 3 between 12-3 pm ET, however at 12:30 ET March 3 (during the time we expected his arrival) our driver called and stated he would not be able to come. He would be unable to get to the residence until 9 pm ET. I agreed to wait for him but he then said he would not come at 9 pm but would come Monday morning (which is outside of our 48 hour window). We were also not available to meet him on Monday.When we contacted the dispatcher she stated he had a flat tire the day before. However, no one contacted us on March 2 or March 3 prior to the anticipated pick up, that there would be a delay or require the move to be rescheduled. I called customer service for 3 ********************** March 3 but was only able to leave a message. I then reached out by email that there was a problem with the move asking for assistance. Again, I received no response. Now, despite several email and phone calls, 3 Brothers has not responded to our requests to refund our deposit or reschedule the relocation. I have copies of the email and original contract for Job No: L1881155

  Business Response

  Date: 04/23/2024

  When originally setting up the contract the dates agreed upon where for the 1st or 2nd. The carrier attempted to confirm pickup on the first but were told that you are unavailable for that date so they had to reschedule the move for a different day. We have no notation of a cancellation of the move or a delay. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21397365
  
  I am rejecting this response because: The moving service called and cancelled delivery.  They stated the driver had a flat tire the day before and was no longer able to arrive during the scheduled window.  They tried to reschedule to the following day which was outside of our 2 day delivery window.  I can provide the call log of how many times I tried to call 3 Brothers to resolve the situation which could have included rescheduling to a day that I was available.  I have included the email that I sent to 3 Brothers.  I never received any response from this company.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/22/2024

  According to our records this move was cancelled on site at the time of pickup. If a move is cancelled outside of the 72 hour window and/or at the time of pickup the the deposit is nonrefundable as per the contract. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21397365
  
  I am rejecting this response because:  The mover cancelled the pick up (not the customer).  The mover never reached the site.  The mover claimed to have a flat tire and was unable to come during the arranged time.  Although the customer was at the location, the mover was unable to get to the address during the specified window.  The mover said they would communicate this to Three Brothers so that I (the customer) was not held at fault.  I have already supplied several emails that support it was the mover who did not arrive (not the fault of the customer).  I also called customer service and the dispatcher on the day of the move to reschedule/refund and received no assistance.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/09/2024

  It is explained that pickup and deliveries are an estimate and that there sometimes can be delays due to mechanical issues. 

   

  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. 3 BROTHERS MOVING & STORAGE LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.SEE THE ***** BELOW FOR A ESTIMATED DELIVERY WINDOW:
  0-500 Miles 1 - 8 Days
  501 - 1500 Miles 2-14 Days
  1501 - 2000 Miles 7 - 17 Days
  2001 - 2500 Miles 8 - 21 Days
  2501 - 3200 Miles 9 - 21 Days

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21397365
  
  I am rejecting this response because:  First the company claimed a flat tire 24 hours before our window.  They could have contacted us to reschedule instead of calling and stating they were not coming during the designated window.  Second, the document means nothing to me as I have no idea where the moving company starting point was.  The distance between residences is 4 hours or 220 miles.  The driver claimed he was 10 hours away when he called at noon to alert us that he would not be arriving.  And third, there was no attempt at rescheduling other than stating they might be able to come the next day.  When we were unable to be present at that time they told us to contact Three Brothers who then never responded to email or phone calls.  I'm sure an alternative date could have been arranged.  

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

• Initial Complaint

  Date:03/05/2024

  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 had to move from ******* to ********** to help babysit my grandchildren over nights, due to my daughter is now a single mom. I looked up long distance moving, and *********************** from 3 Brothers moving and storage called and texted me. He had me call him on direct line, ************. We spoke about how I had to come to ** and I had one day to Put my things in storage in ******* and I had a 5x10 Unit. I told him I wasnt sure of what was in there but I did know I had totes and boxes. He He had me give him a list of things I knew sure. I explthat the unit wasnt packed full. He charged me for 331CF at $5.50 per cf. according to what I told him. I was asked about my inventory list, not realizing about xtra bags and loose items. Ocean moving and storage had gotten the contract from 3 Brothers. My sister met them at the unit and the movers refused to *********** items from my inventory list and loose non listed items By the time they left I had things I could not fit a car(tv cabinet)I have photos showing that the moving truck only used 200cf, I had to rent a uhaul trailer and have my brother in law and sister bring me my things. I have receipts for the uhaul and gas. That was $456 without the tolls. I have photos of what they didnt take, texts, phone calls to them but not answered and emails I believe that the movers should reimburse me for the amount of space(131 cf) that wasnt used because they didnt take my items. That amount would total $720.

  Business Response

  Date: 04/25/2024

  When booking your move, we kindly request an inventory of the items to be relocated. While we recognize that remembering every item in storage units may not always be feasible, we encourage you to provide as detailed a list as possible. This allows us to offer an estimated cost for the transportation of your belongings. At 3 Brothers Moving & Storage, we provide a Binding not-to-exceed estimate. This estimate encompasses the agreed-upon amount of space at a rate per cubic foot, along with any additional services such as packing, if requested. Any items or services beyond the pre-agreed space will incur additional charges. Please note that the reservation is specifically tied to the space allocated within the truck, rather than specific items. In the event of additional items, our drivers can present two options: a revised estimate covering all items at an increased cost or the transportation of specific items within the original reservation scope. For safety reasons, our drivers cannot transport loose items or bags, as this may result in damage or loss. Smaller items must be securely placed inside boxes or totes for safe transportation to the delivery location. Upon reviewing the paperwork, I note that there were no additional charges at the time of pickup, and you elected to proceed with the original space reservation.

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

   

• Initial Complaint

  Date:03/03/2024

  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.

  In January I called 3 Brothers Moving about moving from ** to FL. They had excellent reviews, I spoke with ******* who said he was the youngest brother. He said 6 weeks was very short notice for moving companies. He put me on hold to see if they could do it. I was surprised but believed him having never hired a moving company before. He said yes they were able to move me on Feb 29th (my date of choice) or the 28th. Then he went through the inventory process. I told him everything he asked about. Next he gave me a quote of $4500. I said make it $4,000 and youve got a deal. He checked with his boss and said agreed to that price of $4000. He said I need to pay $1750 in advance and I would pay the rest at the end. After a few weeks I called *** in customer service to ask the how the arrival timings would correlate with mine. She assured me they work with me to coordinate arrivals. Next I got a call 10 days before the move from JJ. He said he need to confirm your inventory to send the right size truck. He went over everything ******* did and said, you have twice as much stuff as you claimed to have and youll need to pay another $4000 for that. I got very angry and said I wouldnt pay it and how unethical to do that. Then he said I would have to leave whatever didnt fit in the truck behind. I didnt want to loose my deposit or look for another company on such sh notice. On Feb 28 they came, loaded the truck, wrote everything down and said I owned $4000 more, and if I wanted things to arrive within 3 business days I had to pay $2500 extra or wait 10 business days. Also there is a 15% fuel charge. I must pay 5K now and 5K cashier check. It HAD to be a cashier check made out to Ship 4U Trans, I bank with USAA and couldnt find a bank to give me a cashiers check, so I had to open an account to get the check. When they came 3 days after I arrived I told them I wouldnt pay them until I saw everything unloaded. He said he would drive away and put everything in storage.

  Business Response

  Date: 03/14/2024

  The purpose of the ***************** call is to guarantee the comprehensive accountability of all items, recognizing that the inventory list *** undergo changes between the time of booking and pickup. This procedure ensures an accurate estimation of space and corresponding charges. Any additional items introduced require assessment for space requirements and corresponding charges. The fuel surcharge is clearly outlined and evaluated based on the original estimate provided by 3 Brothers. Accepted forms of payment are specified both on the estimate and the Bill of Lading received during the booking process.

• Initial Complaint

  Date:02/29/2024

  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 am a ******** snowbird, and reside at *********************************************I wanted to ship belongings to ****** and found 3 Brothers on the trust pilot.com site.Contacted them for the shipping and they got my things on February 9/2024. There was an estimate of $3500ish, deposited 2800$. Before they arrived they revised my estimate to $7722.41 demanded 95% payment before pickup. Telling me there would be $250. due upon delivery After taking my belongings they revised my total again to $11,946.00, demanding 95% payment before shipment, holding my belongings at a warehouse in ***************.They are insisting on the total payment OR they can return my belongings to the starting address for a remaining $950. So they took my things for a drive for over $8,000.00.Nowhere did 3 Brothers portray themselves as a broker and on their website it doesnt state that either. They are ripping off most everyone they deal with using this loophole in the state laws. I want them to uphold their end of the bargain and deliver my things, UNDAMAGED, to the ******** address. With $250 owing on delivery.Thank you for anything you can do, as many, many snowbirds are watching this closely.*************************** (pronounced **** rhymes with ************ show, ********)

  Business Response

  Date: 03/14/2024

  Due to the higher costs associated with international moves compared to interstate moves, the carrier reserves the right to request a larger-than-standard percentage of the balance to be paid before delivery. While no additional charges were communicated at the time of pickup, we encourage you to contact our customer service department to address any inquiries and discuss additional charges.

  Customer Answer

  Date: 03/15/2024

  Good morning, as this has been ongoing for some time, with demands of money and 3 brothers who do not say on their advertisements they are a broker and  will be passing my belongings on to another company. I am now dealing with 3 Brothers Moving & Storage, ****** Moving Systems and who supposedly has my belongings now, an Arrow Trucking Company. 

  I Do Not have any confidence in any of these companies, they ( Arrow Trucking) says they have my things in a warehouse in ***************. I do not want them or trust them to deliver my things and want them returned and refuse to pay anymore for their safe return. The man I was dealing with ( ***************) said I had to pay the full price of $7722.41 with $7476.28 paid, balance was supposed to be $246.13. He said they will return my things to the pickup address with the balance of just under $1000.00 and now with the charge of $600.00 plus a month storage fees times two now for over upwards of another $1500.00! These companies cannot be allowed to take my things, take them for a ride then deposit them in a warehouse and then return them to me for the sum of upwards of $10,000.00!!!  If these are acceptable business practices here in ******* I cant imagine what could happen if I had had a full household. The manifest lists 62 items. 62 freaking boxes with the majority of them med to small. 

  i want my things returned to me with a 50% return of my money! This is robbery as sure as if they had come to my home with a gun and held it to my head. I grudgingly accept a 50% return as theyll gripe they spent money and manpower to come get my things. 

   

  Customer Answer

  Date: 03/15/2024

   The date of the pickup was Feb 9 / 2024.

  Customer Answer

  Date: 03/15/2024

  Upon more investigations on my part and following 3 Brothers DOT and MC government numbers they are not international shippers and neither are Arrow Trucking. They do not have an international broker or either ******** or US **** numbers allowing them to cross borders. 
  They knowingly took my money without the proper licenses to complete shipping.

  Customer Answer

  Date: 03/25/2024

  I had sent a response stating they did not reveal they are a broker only company and each time they passed on my shipping there was another charge. They deliberately mislead me and I am not satisfied with the response the complaint had been closed. It isnt closed.

• Initial Complaint

  Date:02/28/2024

  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.

  Company hassle me into this contract by breaking the cost down form ******* to ******* so i agreed upon the day of pick company quoted me another price to move my items ******* on top of my ****** deposit and now they are refuseing to return my deposit and they didn't do the job. Until 2/ 27 they have not reached out to me after telling me that my claim was being reviewed. All i want is my money back. I said the gentleman that ****** me in this contract that i am going to give you this money an then thats when i was going to have problems. The communication with this company is terrible and i am get hung up on now when i try call after i tell them who i am.

  Business Response

  Date: 03/14/2024

  In accordance with the terms of the contract, all refund requests must be submitted within 72 hours of signing to qualify. Additionally, if services are initiated, the contract becomes ineligible for a refund. The estimate for this job was signed on January 27th, and the cancellation request was not submitted until February 15th, when the movers were already on site.

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ********************************************************* no later than 72 hours of electronically signing the 3 Brothers Moving & Storage agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace ****** of signing the original contract are non-refundable, however; the deposit may be applied to a future move with 3 Brothers Moving & Storage within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the 3 Brothers Moving & Storage agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.
  
  Document Emailed On: Saturday, 01/27/2024 01:41:23 PM (ET)
  Document Signature Name: *************************
  Document Signature Email: ********************
  Document Signature Date: Saturday, 01/27/2024 01:43:58 PM (ET)
  Document Signature IP Address: **************
  Internet Browser: Chrome
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