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:06/15/2024

  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: 21856176
  
  I am rejecting this response because:
  

  Let's go ahead and address the police report- *****, I HAVE filed a police report. I would imagine you'll hear more about that later. I had no choice but to go down that road after you made it quite clear that there was nowhere else for us to go on this matter.

  Also- "Slander" is a pretty strong word to use for reviews that never actually say you stole anything. I simply stated (truthfully) that your team picked up items as part of their contracted job (a job that we DID pay for, and then tipped on, AND gave you some of our unused moving supplies), and those items never made it to our house. in the meantime, you have- several times in writing called my wife and I liars and frauds, explicitly stating that we have invented this situation in order to take money off of our bill (a bill that we once again, paid - and then some). if you want to start talking about "slander", I have the stronger case.

  As I have stated multiple times in writing- I don't want your money- I want my stuff back. I want for you to stop "slandering" everyone that files a complain that stuff has gone missing on their moves (since I'm NOT the only one). 

  The glass lamp wasn't "properly packed" because your lead said not to worry about it when my wife volunteered to do it herself, much like he told us that - since he tripped and shattered - it was on Just Move It to make it right since it didn't shatter during the normal course of moving. 

  Your crew also smoked in our garage after we left (yes, the cleaners verified after I came home to our house smelling like smoke thanks to the fact that it happened in my garage while the door to the house was open. I ended up having to clean up cigarette butts in the bushes). These cleaners have been with us for YEARS, and yes, while they came in their own vehicle, I saw the inside as i helped them load their stuff back out since they were there two hours late waiting for your crew to come back and finish the job so that they could clean up once the crew left.

   

  AND, yes- your team DID say that another truck was coming. In fact, when my wife asked ***** to send half the crew back to finish the job at the old house, he expressed surprise that he needed to as he thought another truck was going heading over there already. 

   

  In terms of the house being "larger than she said" - this is the first you have mentioned that. You asked for the room count and the size of the house, my wife gave it to you in explicit detail as it was more important to her that we were done in time than it was to "get a good deal".  We GLADLY pay more for jobs to go right and for the people we work with to be likable, honest, and thorough people.

  I haven't done anything on social media by the way. I filed a complain on ******* my wife did ****. Are we not allowed to file complaints? Which of my facts are incorrect? How am I "bullying" you? we paid on time, we picked up a 5th guy at your crew's request- for an additional $20 an hour without complaining even though we were told that the late start made him a requirement to "stay on schedule", we tipped well, and we gave you items. I asked you SEVERAL times to work with us and to try to help FIND things before it escalated to this point, and the only reason it has is because you continue to insist that I just sit on my hands as items are broken and lost, and that anything done to remedy the situation is "bullying" and that we are inventing the entire situations. 

  That's fine though- I know my rights in the state of *******. I didn't want to go down this road, but if we have to, then we have to. Keep in mind though- as you publicly bash your customers- I have read the other recent issues- it seems like we aren't alone in our experience. Might be worth taking a look inwards if you are truly worried about your reputation. 

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

  wrap the lamp or grandfather clock as promised. ***** shattered one of the lamps globes during unloading.After the Move:Service Duration: Nearly 10 hours.Compensation Offered: Initially $50, later raised to $100 for the late start.Missing Items: Two guitars, an amplifier, and a drill.Delayed Response: ***** responded only after I threatened to involve authorities.Denial of Responsibility: ***** reiterated his team was not responsible, offering only $.60 per pound for damages despite photographs and receipts.*****'s Stance: Publicly insisted we are just trying to rip him off. Claims items dont really exist (no video evidence of his crew handling them.) Threatened to *** us for slander over negative reviews. (After, ironically, publicly "slandering" me)I have made every effort to resolve this respectfully, but ***** has been combative and dismissive. Every complaint I have seen is met with accusations of fraud from *****. I just want my stuff back.

  Business Response

  Date: 06/18/2024

  Sir we have already addressed you on several other platforms where you and your wife both have left numerous reviews in attempts to slander our companies reputation. We suggested you follow through with your multiple threats of legal action so that way the actual truth can be revealed. We have the required insurance coverage in the state of ******* for moving companies. We are not required to offer valuation insurance. Your wife was explained the insurance coverage prior to starting the move she initialed it and signed authorizing the move to start. We did show up 1hr late and actually called you early in the morning to inform you of the issue. Upon arrival the move was larger than your wife explained on the initial call so at that time we offered a 5th mover to speed up the process. You and your wife agreed to the rate increase of $20hr. We also initially stated we would send 2 trucks we sent the 2 size trucks based on YOUR wife's details of the move. We never offered a 3rd truck that was never discussed at all by me and you or your wife and you know that. We also estimated 8-10hrs on the original call and again your wife stated there not much things and it shouldn't take that long so based on what YOUR wife said we told her we could potentially finish in 8-9hrs. The move was finished in 9hrs 45 min. Which we gave $100.00 off your bill which we were not required to due to the fact we completed the move in the estimated time frame given. There was one item damaged a piece to a lamp. At the time the contract was signed it does state glass is not covered that includes mirrors, monitors, TVs, picture frames, dishes, lamps etc anything glass that is not properly packed and labeled for our team members prior to the move. We are not responsible for any of these items not properly packed but we still offered the required amount of .60/lb like every other moving company offers. You then proceeded to state there was 2 guitars missing which you had many guitar cases our movers moved. We did not count every single item that came out your home but you and your wife were both present during the move and when you left the house cleaners where there. So when items you claim were missing you placed blame on movers not the house cleaners who were also in your home unattended and had their personal vehicles there. None of your complaints have any validity to them this has been nothing more than a bully tactic to recover a portion of your move expense back. if these items were truly missing why wasn't any sort of police report done? instead you took to social media, ******* Yelp now BBB to instead slander our companies name and reputation. We will not allow you to bully us.

  Business Response

  Date: 06/18/2024

  You are still accusing our team members for missing items yet you had house cleaners in your home while you were not there. There was no proof off 10 guitars you sent a picture from April showing these 2 guitars you are accusing our team taking. Anyone can say they had all these items in there home then make false accusations like you are. There was no proof of 10 guitars to begin with. Our trucks were backed into your driveway which y'all saw that they were empty at the end. Why haven't you accused the cleaning company? Again we will not allow you to bully us with your false accusations and negative reviews. We have had 1 other claim in ******************************************************************************************************************************************** the process of being submitted to ****** for removal of the false review.

  Customer Answer

  Date: 06/18/2024

  As I mentioned previously, not only have the cleaners been with us for three years, but I also helped to load them out to their mini-van. They didn't take them- they weren't in their van, and I doubt that they could have fit them in there regardless. 

  Likewise, I did NOT see the emptied moving trucks as you well know from our previous conversations (which I have kept in writing if you'd like to see them again?).

  Also- we are not the only ones who have had this experience regardless of what you say here- there are other reviews that are very similar. Are you telling me that every customer that has a negative experience is trying to defraud you?

  For any third party's reading this thread- please notice that we are now bouncing back and forth between the guitars never existing, the guitars not existing since April, the guitars were stolen by the cleaners, and this just being a ploy to "bully" him with "false accusations". 

  Look- at this point i don't expect the business to suddenly start acting with professionalism and integrity- I think we are obviously too far down the road for that. If you want to believe that our family invented a story about owning two guitars, faked pictures of them, and then laid a trap to rip off a moving company (who has faced these types of issues in the past) because we wanted to save a few hundred dollars on a $2100 moving invoice (even though we paid them more to add extra help to help correct their own late start, and tipped the crew, and gave the owner unused moving supplies at the end of the move), then I suppose that there isn't a ton i could say to convince you otherwise. keep in mind though, one quick look online will show you that a negative review is certainly nothing new, and the answer is ALWAYS that the customer is "committing fraud" or "bullying" or a dozen other words for pulling a fast one.

  Companies - and people- are defined not by how well they handle things that are going according to plan, but rather how they handle when things go wrong. Things go wrong- we all know that. How do YOU want to be treated if things go wrong? How do you want to be spoken about or two if you have items break or disappear?

• Initial Complaint

  Date:05/28/2024

  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.

   
  Complaint: 21772065
  
  I am rejecting this response because there was 0 ownership that this could even happen.  The bathroom wasnt a closed bathroom with a door as it was the sink area with the drawer right next to the bedroom.  This employee was on his own there for quite some time when taking apart the bed.  While they shouldnt go through drawers, some people do what they shouldnt do.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/29/2024

  The lead mover was even complaining about the other team members and the new guy as he called him.  He commented on his lack of work ethic and laziness by staying in the house and not moving things across the street.  He even suggested we not tip the other movers since they werent working as hard as he was.  The lead mover commented on how the owner is working them all too hard and only cares about making money.  We chose this company as a veteran-owned company and wanted to support but what we ended up with was not what we expected.  Having movers arguing with each other and stolen items with no concern shown by the owner is not what we expected.  

  Business Response

  Date: 05/29/2024

  Hello 

   

  We spoke on the phone regarding this matter. We were only there to load your boxes that you packed along with your furniture. When we do not pack a house we do not open drawers etc. You claimed these jewelry items were placed in the back of a drawer in the bathroom. We have no reason to look in the back of a drawer in your bathroom. Our team member carries his f**** pack daily with his phone, headphones and wallet in it. That doesnt automatically make him suspicious. We have been in business almost *************************************************************************************************************************** that. We will not allow our team members to be falsely accused of stealing when there is no proof you even had those items in there to begin with. 

  Business Response

  Date: 05/30/2024

  We have already addressed this none of our employees went in ant drawers or cabinets. Your attempt to accuse our team members of stealing is absurd. You claimed it was in the back of a drawer in the bathroom. How would our team members who are only there to move your things not PACK know that you hid a a bag or box of jewelry in your bathroom drawer? So what your trying to say is our guys were randomly going through your bathroom drawers? But no other drawers in the house correct? Your the only one who knew that was there and we believe this is simply an attempt to collect some sort of money for this absurd claim. 

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21772065
  
  I am rejecting this response because there are easier ways to collect money.  We paid as we were supposed to and tipped well.  Miraculously my wedding ring, engagement ring and necklace are gone.  The only items that were left there in that house in a drawer right next to the area the mover was in.  I wouldnt go through the process of filing a police report for fun.  Extremely disappointing responses from this business.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/24/2024

  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: 21480437
  
  I am rejecting this response because: I never received any payout for any damages. You said you were turning it into your insurance company with the pictures. And then the insurance company says that you filed it under the wrong policy. And then you re-file it and then your insurance company tells me that you had a one day lapse in coverage on the day of my move. you didnt pay me anything for my damages. Show me proof that you paid me anything? And I think youre getting me confused as a customer because I dont know what youre talking about any changes that I made in inventory? The only changes that I made was that the two trucks that I scheduled one of them would make a stop to the storage unit to drop off some of the items that was it , I didnt change the number of movers to decrease and then increase without notice. And I emailed you and asked if that would be OK to make a stop at the storage unit and you said it was ok. I didnt surprise you with any changes. What are you talking about? And I also have no idea what youre talking about me complaining about leaving stuff to be unwrapped? What are you talking about? The only thing I said about wrapping was that the mover didnt bother to remove the glass from one of my end tables before wrapping it, and it almost broke because of the carelessness of that that is the only thing I said in regards to wrapping. My move was so stressful because of the Unprofessionalism, and you responded professionally and with courtesy to me until you find out your insurance wasnt gonna pay anything and then you stopped responding and you never paid me anything for my damages. I didnt do anything wrong at all. I even still provided a tip and I paid the full rate for everything.
  
  Sincerely,
  
  ***************************ng them to be careful. They took that end table out and the glass was completely out. It came close to breaking per one mover.I called ***** and told him about the bickering between the two teams. Meanwhile, the team with me didnt want me tipping the other team since they didnt work as hard.Then they broke my expensive dining room table, cracked a huge pice of the leg off into multiple pieces and the employee said there goes our tip. We also reported damage to my husbands chair, desk, door frame and multiple areas on walls. ***** said he would turn into his insurance. I was eventually told it wasnt covered because ***** had a 1 day lapse in coverage on the day of my move!!I contacted him multiple times to receive reimbursement for my damaged items and he stopped responding. He said I signed something about only receiving a certain amount based on weight but he didnt weigh anything, he never even saw my things. I never received any payment for the damages the movers caused.

  Business Response

  Date: 04/16/2024

  Sir we addressed all concerns in a professional manner. We apologize the legal required compensation in the **************** was not enough to satisfy you but unfortunately all moving companies follow the same guidelines. Before the move is started we go over the contract which included the hourly rate, insurance policy etc. you agreed to the terms. You signed it and authorized our team to start the move. You initially had a larger inventory which we quoted 3 men. Then you sent over a new inventory the day before your move which had 80% less items so we adjusted the team size and hourly rates. Then on move day you changed it back to the original inventory upon arrival without notice. At that time we could not turn around and send a 3rd team member. The original estimate was 5-7hrs with 3 men. So yes when you change the inventory last minute that will affect the time. We also addressed and took accountability for the damages we offered to fix the marks on the walls as well as compensate for the scratched furniture which again you agreed to the terms for payouts regarding damages but then expected us to pay out more. As for the items left stacked and partially unwrapped our team members were told to leave them there and that you would handle it so our team members did exactly what they were told. During our phone call after the move you threatened to file a claim and dispute the charges you authorized which is a criminal offense filing a fraudulent claim. The services were rendered at the rate you agreed to prior to starting. We strive for 100% satisfaction on every move and we do understand there will be times we dont meet everyones expectations and we do our best to make corrections where its needed. We do apologize again for you experience 
  

  Business Response

  Date: 04/17/2024

  We do apologize that response was not for you and was unable to remove it. We have addressed all the concerns you had regarding the damages and the insurance policy you continue to mention was not even the correct policy that we were suppose to file it with. They told us since the "alleged" damages happened during transit it was a different policy that we have that would possibly cover it. Moving company insurance works just like any other insurance they don't just automatically pay out they do their own investigation and collect info and make a determination from there on what will be paid out etc. We agreed to compensate for any damages that were caused by our team but there were items and other things that clearly showed previous damage that we can not take responsibility for. We attempted to work with you but it was clear you were looking for more than we are legally required to compensate for and for damages that were not caused by our team.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21480437
  
  I am rejecting this response because: You attempted to work it out with me? First of all, you were not there, and I was there, and I saw how things were handled, and they literally broke my table in front of my eyes. I watch them putting gashes on my walls that I had to take care of. Scratches on my floor from dragging stuff carelessly around.  My husbands brand new desk did not have any prior damage. They literally dragged it and scraped the whole edge of it. The chair with the big wood piece knocked out of it. And yeah, you wanna pay me $.60 per pound or whatever it was, but did you even weigh anything? No, you didnt weigh anything because you actually never even saw any of my belongings because you werent there and you never surveyed anything. I had to trash my table and buy a brand new one and that is not fair. Yeah, you can quote me whatever you want legally because you arent going to do the right thing clearly so thats fine, you dont have to pay me anything but let there be no question about it that you handled the situation unprofessionally and actually without a care about the customer who did nothing wrong and did not deserve to have to buy a brand new dining room table and have my other pieces of furniture beat up. You want to decide what was damaged before or not but you werent ever even there and never even saw a single piece of my belongings. But there were some ******* clear no debating damages done by your company.  And you have no idea how much anything weighed. I guess Im an idiot for listening to your guys have me sign the paper so youre legally protected while theyre telling me theyre gonna take such good care of my belongings and then they didnt. So OK, youre legally protected you dont have to do a single thing, but lets just make it clear, you dont care about your customer. No need to respond because its obviously useless. I guess I will take the loss because I made the wrong choice in moving company to help me. 
  
  Sincerely,
  
  ***************************