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:02/12/2025

  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 contracted with Caring Transitions of the Villages to pack and ship serval family heirlooms from *****, ** to my home in ******** on January 27, 2025. The contents were packed and shipped on January 28, 2025 in three boxes. No bubble wrap or padding was used in the boxes, only wrapping paper. Fragile items were at the bottom of the box, and my grandmother's crystal, pieces of pottery, and a Russian porcelain moose figurine arrived on February 3, 2025 shattered. I contacted the owner of Caring Transitions, *** ********, to inform her of the damage. She said that the boxes were insured, and she submitted a claim to *** for the maximum amount, $150. The crystal alone is worth $200. The moose is worth another $250. The neighbors who were present when "DJ" from Caring Transitions was packing the items, and when asked why he wasn't using bubble wrap, he said it was a "rip off". He only wrapped the items in paper, placing very heavy items, such as alabaster fruit and jade grapes on top of the fragile items. His packing was negligent and sloppy. Even a large seashell, which was very hard, was broken. Attached is a copy of the invoice that I paid, and also photos of the broken items. I have asked for a refund of the $678.50 from *** ********, but she is not responding. Money will not replace the heirloom items, but it's the only remedy that I now have available. If I had known what a sloppy packing job would be afforded to my precious items, I would never have used Caring Transitions. But I do want a refund and for them to be accountable. If the items were properly packed, they would never have broken.

  Business Response

  Date: 02/20/2025

  Caring Transitions of The Villages was contacted by ******* ****** to evaluate the contents of her Grandmother's home for liquidation/cleanout. We provided an in-person consultation and at that time, it was requested that we box and ship items to ***** ****. We scheduled time to complete the packing work, and did according to industry standard. We took the items to be shipped via *** and provided tracking information to ***** ****. We charged $150.00 for the packing, loading, transporting, and unloading of items at **** We completed this work. Additional shipping charges were assessed by ***. We served as the intermediary between shipping/UPS and collected the money and paid for the shipping charges. ***** contacted us that 1 of the 3 boxes had items that broke during shipping. I immediately opened and filed a claim with ***, keeping her abreast of updates throughout the process (2 days). *** accepted responsibility and paid the insured amount to her. Ms. **** is understandably upset that her items broke during shipment. This unfortunately happens. We shipped 3 boxes and she reported damages to items in 1 of the 3. Evidently this box was mishandled during shipping. That is out of the control of Caring Transitions of The Villages. Since she was refunded by ***, and since Caring Transitions of The Villages, fulfilled the services that were promised and paid for (packing, loading, transporting, unloading at the shipper) we feel there is no further action required to remedy the situation. 

  Customer Answer

  Date: 03/02/2025

  I received no communication from Caring Transitions what do ever. The complaint was not answered and there was no resolution.Please let me know what next steps are or if I need to resubmit the complaint. 

  Customer Answer

  Date: 03/03/2025

  I did not receive the response from Caring Transitions but I have now reviewed their response.  The "packing" that Caring Transitions did was careless and negligent.  I am asking that they refund the cost of what I paid them because of their negligence in packing family heirlooms. There was no bubble wrap, no padding, no Styrofoam peanuts, etc. The items shattered because of their lack of reasonable care in packing my items, which is what I will be stating in my civil complaint if they fail to resolve this complaint with BBB.  *** was not responsible for the inadequate packing job, nor for the broken items.  I understand why the ********* would want to fob the responsibility off on ***, but it was Caring Transitions responsibility to adequately pack the fragile items, e.g. my Grandmother's crystal vase and pitcher.  I hope they will reconsider before I file my complaint and they incur legal costs/fees to respond.

   

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22913497
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 3/3/2025 11:45:25 AM
  

  I did not receive the response from Caring Transitions but I have now reviewed their response.  The "packing" that Caring Transitions did was careless and negligent.  I am asking that they refund the cost of what I paid them because of their negligence in packing family heirlooms. There was no bubble wrap, no padding, no Styrofoam peanuts, etc. The items shattered because of their lack of reasonable care in packing my items, which is what I will be stating in my civil complaint if they fail to resolve this complaint with BBB.  *** was not responsible for the inadequate packing job, nor for the broken items.  I understand why the ********* would want to fob the responsibility off on ***, but it was Caring Transitions responsibility to adequately pack the fragile items, e.g. my Grandmother's crystal vase and pitcher.  I hope they will reconsider before I file my complaint and they incur legal costs/fees to respond.

   

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/19/2025

  Business

  Most Recent Message

  Date Sent: 3/16/2025 2:35:04 PM
  

  Caring Transitions of The Villages packed 6 boxes in total for Crystal (explained in the prior email). We shipped 3 to ***** **** and 3 to another party. All boxes were packed with the same packing materials and packing methodology. 5 of the 6 boxes had items that were fragile in them, including the box where items that were shipped to ***** were broken. 5 of the 6 boxes made it to final destination successfully. 1 box (pictured and the foundation of the complaint) did not. Items were broken. Packing services were supervised by *******. ******* had no negative or corrective commentary or actions that were stipulated or requested during the time we interacted with her and packed the 6 boxes. The items were shipped promptly and consistent communication was provided to ***** and the other receiving party. Upon notification of the broken items, we took immediate action to remedy: filing of the insurance and payment by ****

  We have apologized to *****, filed an insurance claim where she was reimbursed and responded to these complaints. Caring Transitions of The Villages did what was asked (packed and delivered items to a shipper) and have fulfilled the agreed upon services. ***** has received an insurance reimbursement from **** who has accepted responsibility for breakage. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22913497
  
  I am rejecting this response because: ******* did not supervise the packing of the fragile and irreplaceable family heirlooms.  This is a complete and blatant lie.  ******* was at the residence, but even if she was there, her job was not to oversee that packing was done properly. That's why I hired your company.  It doesn't matter that my other two boxes arrived without damage, there was nothing breakable in those, so that's irrelevant and non-sensical. The negligence is on the person/company hired to use reasonable care in packing fragile items.  This was not done.  Only wrapping paper was used for crystal and pottery. No Styrofoam peanuts, no bubble wrap.  Also dropped carelessly into the box were alabaster fruit pieces that were heavy and were not separated which would have been the responsible thing to do.  

  Don't try to blame this on Crystal.  She wasn't paid for this service and it's not her fault or responsibility.  It's yours. 

  
  Sincerely,
  
  ***** ****