Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/21/2022

  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.

   
  Complaint: 18060189
  
  I am rejecting this response because I'd like to communicate with the company more to resolve all the issues.

  Thank you for the company's response. I sincerely appreciate you getting back to me in a polite and professional manner. I appreciate you willing to cross reference the items and cubic feet on my inventory vs the bill of lading. The issue is they exaggerated the cubic feet and would not take my household goods unless I paid the additional amount. They also did fill the truck in accordance with the Service Agreement I signed with your company. Thank you in advance for speaking with the carrier and demanding a refund plus compensation if warranted. I will also look forward to hearing your response about the other issues I brought up
  
  Sincerely,
  
  ****************

  ement says not cribs). I assembled it and one mover felt bad and helped me at the end. They refused to reassemble a garage storage rack (which ended up missing bolts and one of the shelf legs), and they refused to reassemble my mountain bike which was wrongfully taken apart at the departing location. They also did not place all boxes and furniture in the designated rooms I asked as the service agreement stated.4.Two of the movers at the destination location got into a fight and police came to my residence to take one of the movers away. When I spoke with the police officer they stated one of the movers is known by name with a criminal history and mental health issues. I was told the movers will be background checked and your company allowed a criminal into my home with my two kids. I am waiting for the police report for additional filing.5.The destination movers dropped boxes in front of us breaking some of the boxes and carelessly damaged furniture and walls.

  Business Response

  Date: 10/04/2022

  Hello,

  I apologize for the service provided being less than satisfactory. This is a major issue that we are trying to fix in the industry, and its the reason why we are in this  business. It breaks my heart, and makes me consider changing industries. However, if I was to change industries, that wouldnt fix the problem that hundreds of people like yourself encounter everyday. Our mission is to make relocation a process that customers can look forward to. I empathize with your situation.
  
   As for your first concern about the extra charges, you are mentioning that you did not go over what was stated in your inventory. Is that reflected in your bill of lading? The least I can do is help you cross reference the items and cubic feet on your inventory vs the bill of lading. We can only go by the facts that you agreed and signed to. If you truly do not have overages, it will be my pleasure to speak with the carrier and demand a refund plus compensation. 

  Business Response

  Date: 10/26/2022

  Hi *******,
  
  Since our last correspondence we have removed the carrier from our list. We are reorganizing our entire organization and changing our service offering. As a broker, it is unfortunate that we cannot control the move day operations. This lack of control has really damaged our ability to provide the service that we intend. Since the money is paid directly to the arranged carrier, it is also something we do not have control over. We can only leverage our relationship to influence their decision making process, but there is no way we can obligate them. Im tired of this myself. I came into this industry to revolutionize a system that was inefficient and ineffective. Unfortunately, as a broker, Im only as strong as my counterparts. I am realizing that without complete control of the whole process, or a new technology, this is no way to revolutionize the industry. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18060189
  
  I am rejecting this response because: there is no resolution on my behalf. I am requesting that the company refund my money back for services not completed in accordance with the contract. If I do not hear back in a timely manner I will post a factual review with BBB and other available review sites so that all will know how this company rips you off.

  At a minimum the company should at least get my name right and I am wondering why BBB has not posted my complaint on the open internet. I will reach out separately regarding the issue.

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