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:08/23/2024

  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.

   
  Complaint: 22187883
  
  I am rejecting this response because:. I am not asking for a full refund of what I paid. I am asking for fair compensation for items damaged.  They never communicated that the documents were too large until 2 weeks after I originally sent the request. Then they claimed it took over 3 weeks to get the request in which I have proof via emails that show it was within a week of the move. I have already gone through enough due to the damages that their movers created and the amount of time it took them to even get back to me that I dont want them to bring anyone in to try and repair the items. They havent even told me when they would have someone come to try and repair the damages but due to the type of furniture and where the damage is (some custom built pieces) the repair wont match and will make it worse. I prefer to work with them on a compensation package which I made clear to them over the repair option. They cut off all communication once a complaint was filed and refused to respond in a professional timely manner through this whole process.  

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

  

  Business Response

  Date: 09/09/2024

  - The customer moved with us and declared his intention to file a claim for some damaged furniture.

  - We sent him our claims form shortly after and he returned it filled a few days later as promised. However, the required pictures were in attachments too large to travel via email.

  - It took the customer approximately another 7-10 days to finally send the pictures which didn't conform with the instructions in our claim form, making it extra hard for us to identify the item and extent of any damage.

  - Nevertheless, in order to maintain our reputation of offering a great customer service, we still provided the customer with a resolution.

  - What we offered was well above what is suggested by our contract, and yet he refused with the following words: "I dont want you or anyone hired by you to come repair the items. I just want a refund of what I paid to you to move."
  

  - The lack of response "to demand for payment compensation for damages" mentioned in his complaint came from a demand for a full refund, which is absolutely unreasonable and completely out of the terms of our contract.
  

  We continue to encourage the customer to contact our office and accept the resolution that was offered to him and continue to be available by any means of communication during standard business hours.

   

  Sincerely, 

  Cento Moving

  

  Business Response

  Date: 10/21/2024

  Dear Customer,
  
  We are sorry to know that you had a less-than-perfect experience with your team.
  
  After receiving your claim form, we indicated that pictures and other important information were missing and, once we received the pictures, we provided you with a settlement to your claim that went well beyond the contract requirements and was expected to accommodate your needs. We even offered professional furniture repair which you promptly rejected, demonstrating that you are only interested in a full refund, which weve expressed multiple times that we cant agree with.
  
  We reiterate that all of our means of communication remain open as the preferred method of claim resolution.
  
  Sincerely,
  Cento Moving.

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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.

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You are stating I did not provide evidence. Trust me I have a lot of evidence and I know where I can provide it where it will count and you will see.
  
  I refuse to continue down this path with you.
  
  
  
  
  ND WE ARE PAYING MORE MONEY, BUT THEY ARE PROFESSIONAL.*********************** IS BLOCKING THE MOVING COMPANY AND ** FROM GETTING OUR FURNITURE. I HAVE REACHED OUT TO HIM ON NUMEROUS OCCASSSIONS TO MAKE AN APPOINTMENT AND HE DOES NOT RESPOND AND HE IGNORES ME AND THAT HAS BEEN HIS BEHAVIOR FOR A WHILE.HE WANTS TO MAKE THAT $5,978.00. HE MOVED OUR FURNITURE A YEAR AGO AND NEVER TOLD US. DO WE REALLY KNOW WHERE OUR FURNITURE IS?HE HAS OUR MONEY AND HE HAS OUR FURNITURE AND HOLDING THE FURNITURE HOSTAGE.HE HAS CHALLENGED ME AND I BELIEVE HE IS DANGEROUS. I EVEN CONTACTED THE ORANGE COUNTY SHERIFF **** TO HIRE AN OFF DUTY OFFICER FOR 4 HOURS FOR PROTECTION. WE HAVE EVEN BEEN TOLD THAT HE WOULD PUT YOUR FURNITURE IN THE PARKING LOT.BASED ON EVERYTHING THAT HAS HAPPENED, WE BELIEVE HE IS TRYING TO TAKE ADVANTGE OF US FINANCIALLY.

  

  Business Response

  Date: 12/22/2022

  We continue to be astonished by your insolence and entitlement in extending your attacks to the company and its members in retaliation for not obtaining a move from ** to AL for free. Below are the facts and the many contradictions in what you claim:
  
  - You started this complaint AFTER scheduling your move-out (recorded call, attached to this case).
  
  - You stated that your desired resolution was to retrieve your items, which happened flawlessly, and on the scheduled day, but yet indicated that you did not accept the response from the business.
  
  - You falsely accused the company of moving fraud but failed to provide any evidence to support that.
  
  - You falsely accused the company of blocking your access to your furniture but failed to provide any evidence to support that.
  
  - You stated (your words in this complaint) that you did not want to deal with one specific member of our team but at the same time complain when the said member doesn't respond immediately to your ludicrous requests.
  
  - By the way, this is same member who sent you 30+ emails (documented and attached to this case) in the 2 months before your move-out.
  
  - You suggested in your complaint that you didn't know where your furniture was but were present in our warehouse to "inspect" your move-out.
  
  - You falsely accused the company of holding your furniture hostage but failed to provide any evidence to support that.
  
  - You falsely accused a member of the company of being "dangerous", "angry", "mad", "confronting", and "intimidating" but failed to provide evidence to support any of that.
  
  - You claim to "have been told" that the company would "put your furniture in the parking lot" but failed to tell who or provide any evidence to support that.
  
  - You claim to "believe" that the company is "trying to take advantage" of you but failed to provide any evidence to support that.
  
  - You contradict yourself by claiming that you didn't have a confirmation about your moving date but at the same time you and your moving company were present on the scheduled date.
  
  - Contrary to your statement and conduct, your moving company called our office and confirmed the moving day for the 25th at 10:00 am. Our software also emails an automated reminder the day before your move (and confirmed its delivery).
  
  - You falsely stated that you retrieved your furniture from an "extremely hot warehouse" but according to the *************-weather.info, the temperature in ******* that morning was a pleasant 68 degrees.
  
  - Contrary to your statement, our ******* warehouse is far superior to our former ****** warehouse in many aspects, including climate control. As evidence of our high standards, the world's 2nd largest parcel delivery company operates its international shipping warehouse in Central ******* in the very same building as we are.
  
  - It is our understanding that every item came out of our warehouse in the same condition as when they arrived. You were present inspecting every single item as they came out of our warehouse along with your movers and another senior member of our team, and not a single concern was raised by anyone.
  
  - Additionally, it is a moving industry standard practice, and it is your other moving company's job, to mark down any existing damage before taking possession of an item. Apparently, that didn't happen.
  
  
  With the above said, we reiterate our opinion that this case was opened with the sole intention of damaging our company's reputation by making SERIOUS and FALSE accusations, and we will seek legal action against all involved if this complaint is not removed and/or becomes public.
  

  

  Business Response

  Date: 12/09/2022

  The company can't understand the course of events that led to this FALSE complaint and is not sure about how to respond to this lunacy.
  
  This customer was never ignored, no member of the company ever gave any reason for her to suspect that anyone was "dangerous" or that she needed any "protection", she was never told that the furniture would be "put on the parking lot" (or made hostage for what it's worth), and there was never any communication that could possibly be interpreted as an attempt to "take advantage" of her.
  
  On the day and time of the submission of this case (11/22), her move was ALREADY scheduled as per the phone call recorded and attached to this case (from 11/21 at 5:05 pm). The other 2 files attached illustrate the numerous emails sent to the customer, precisely 29 from our CRM software plus 8 from our regular email software.
  
  On 11/25, only 2 days after this case was opened, the customer came to our company warehouse AS PREVIOUSLY SCHEDULED AND AGREED, located at our public address, and retrieved her furniture as planned, without ANY of the issues she described in her complaint.
  
  The company understands that this case was opened with the sole intention of damaging its reputation and the reputation of an officer by making PERSONAL ATTACKS, including SERIOUS and FALSE accusations, and will seek legal action against all involved if this complaint is not removed and/or the becomes public.
  
  See Attachment/File: 2022****-170538_***********_Incoming_Auto_2100720200040

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The information that was given is not accurate.
  
  We had been trying to get our furniture since October 2022 and was not able to get it until November 25, 2022. We bought a house in Oct 2022.
  
  On Oct 25, 2022 at 4:12 pm, I sent email stating we are trying to make an appointment to have our furniture delivered. I have documentation.
  
  November 2, 2022 at 1:06 pm, we wrote a letter to ****** about our account and made 3 requests and said we were very disappointed because we could not get the information in a timely manner and asked for the owner's name. I have documentation
  
  Nov 7, 2022 at 3:15 pm I wrote an email to ****** and it said we need to make an appointment to come and get our furniture. No response. I have documentation.
  
  Nov 7, 2022 at 3:23 I wrote an email to ****** and it said, Please be aware that these emails are proof that we asked you to allow us to get our furniture. No response. I have documentation.
  
  Nov 11, 2022, I went to ****** and did a review on the company and that is when I got a response.
  I gave a 1 star review because he was ignoring us and not responding. I said we want our furniture and Cento family moving and storage is not allowing us to get our furniture if he does not respond. I said he has our money that we pay every month and he has our furniture. I have documentation.
  
  He responded and said he challenged
  me to provide evidence or even a hint that we were not allowed to have access. We cannot have access if he does not respond.
  This was the first time he said call the office when we have a date.
  
  I said the last time I heard from him was on Nov 3, 2022 and that date was Nov 15,2022, I was talking to him. I said it has been 12 days with no response. I have documentation.
  
  Nov 16, 2022, I followed up to let him know we are working on a date and I would contact him immediately. I have documentation.
  
  He sent me an estimate $417.00 he would charge me to get into his warehouse. I have documentation.
  
  Nov 21, 2022 we sent a formal letter to pick up our furniture on the 23rd of Nov and we asked for a prompt response and he did not respond to the letter.
  
  My husband dialed his number and he answered and we told him we wanted to come on the 23rd of Nov to get our furniture and he said no.
  
  We had bought airline tickets to be there on the 23rd and we had to cancel those tickets. I have documentation.
  
  He said we could come on the 25th of Nov and we said we needed to speak to our movers and our movers agreed to the 25th. We called right back and he did not answer the phone but my husband left a message saying the 25th would be ok. But we still did not have a confirmation. We sent another formal letter on Nov 21, 22 at 5:03 pm verifying that he said we could come on the 25th and asked for a prompt response. No response. I have documentation.
  
  I flew to ******* on Thanksgiving day Nov 24th and left home at 7:30 a.m. without a response from the company and my movers drove from ******* and we were not sure if we were able to get in his warehouse. I have documentation.
  
  When we got there on Nov 25th we went into his office and he confronted me about the complaint I made to BBB and it was somewhat intimidating because he caught me off guard. It appears that we was trying to start an argument with me. He was mad and his demeanor was not good. I have a witness which is one of my movers. This kind of behavior toward a woman from my perspective can be dangerous because you do not know what someone will do when they are mad or angry and confronting you.
  
  We got our furniture in approximately 2 hours from an extremely hot warehouse and he moved my furniture from ****** **, a climate controlled warehouse to an extremely hot non climate controlled and never told me he moved my furniture. I paid $420.00 a month for climate control warehouse.
  
  We have a lot of damage to our furniture especially 5 leather Natuzzi Italian sofa, love seat, and 3 swivel chairs that we bought from Bears furniture, items are broken, items missing, dented, small tears, etc. we have before pictures of the entire home and after.
  
  On December 1, 2022, he went into my bank account and took $420.00 and he did not have authorization because we moved on Nov 25th, when I complained he put the money back. I have documentation.
  

• Initial Complaint

  Date:08/15/2022

  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.

  I recently had a complicated move that involved storage for 2 months. Henry helped me through the process of how my items would be moved, stored and then moved into my new home. Henry was fantastic when going through the estimate process and assured me my belongings would be well taken care of through out. The move out of my home in St. Petersburg went well. When our items were moved into our new Oviedo home, that is when our problems began. Cento didn't arrive with all of our belongings on move-in day. They had one of the movers break the news to me. I insisted on talking to Felipe and he assured me they had my items, but it would take some time to find them. The crew unloaded the truck and many of the boxes were crushed. Some were unloaded upside down even though it clearly stated on the side which end was up. The crew worked hard, but weren't careful in the stairwells. Walls were marred and the stair treads were gouged and paint chipped in many places. After they unloaded what they had the crew went back to the warehouse and eventually helped in finding my missing items. Felipe insisted that it would be best to move the rest the next day and to his credit, paid for our hotel room because none of our beds had been delivered on day one. Day two we received the rest of our items and 2 couches and 2 chairs were soiled. One mattress was also dirty on the ends and my king bed mattress was placed on the bed and was misshapen and had a tear in the mattress cover. I paid in full as per my contract at the end of the second day, even though it was obvious I had damage to items. I was told I needed to go through the claims process. I submitted 4 claims as I unpacked and found damage to items. The last was on 7/18. They are attached. On 7/25 I received an email from Felipe stating that it would take some time to process the claims. I asked for an update a week later and have heard nothing. I purchased extra insurance through Cento and want my claims processed as promised.
  

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/30) */
  As the customer stated, the company informed that there is a process to every claim.
  
  The company's exact words were: "there are many moving parts associated with resolving every claim, and we appreciate your patience while we handle it, as it may take us a few weeks to come to a resolution"
  
  To which the customer responded: "We understand there is a process.", "We are happy to cooperate in any way to expedite the process".
  
  To the company's surprise, 2 weeks after the last communication the customer started this complaint instead of reaching out directly via email or telephone.
  
  During this time, the claim is being processes, and is currently being handled by a specialist.
  
  As it is customary, the customer will be informed of a resolution at the end of process.
  
  Sincerely,
  Cento Moving
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On July 25, 2022 we received the following email from the representative at Cento Family Moving:
  
  I'm writing to let you know that we acknowledge the receipt of your emails and to let you know that we are in the process of investigating the details of it.
  As stated in your claim form, please keep in mind that we reserve the right to inspect all items for damage to determine the best solution for each one. It is also the company's prerogative to choose between repairing, reimbursing, or replacing an item, as well as selecting the appropriate vendor to perform the repair if this is the case.
  I understand the frustration of not having an immediate solution, but although it may not look obvious from the outside, there are many moving parts associated with resolving every claim, and we appreciate your patience while we handle it, as it may take us a few weeks to come to a resolution (especially because your claim may involve filing a claim with our insurance).
  We will let you know if we need any additional information, and please feel free to email me directly if you have questions in the meantime.
  
  On the same day, July 25, 2022 we responded with an email:
  
  Thank you for acknowledging the receipt of our claims. We understand there is a process. We would appreciate being informed along the way as to any progress in resolving our claim. We are happy to cooperate in any way to expedite the process.
  
  Three weeks after our items were moved into our home we sent another email as suggested by the Cento Family Moving representative in their July 25 email. This email was dated August 3, 2022:
  
  Can you please send me an update on my claim? It has been three weeks. Where are you in the process? What do we need to do to move forward?
  
  After receiving no response, we filed a complaint on August 15, 2022 with the BBB. We have had no contact from Centos Family Moving since the July 25 email. We hope to reach a resolution for the damage done to our home and our belongings.
  
  
  Business Response /* (4000, 11, 2022/09/26) */
  We apologize for the longer-than-usual time that it is taking to resolve your claim. During the past weeks, we have changed some processes and staff working with claims, which inevitably caused some delays, but we are working diligently to have it resolved soon.
  
  Please don't hesitate to reach out to us directly if you have any questions.
  
  Sincerely,
  Cento Moving.