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:07/02/2025

  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 hired College Hunks to move my belongings, including a $4,000 armoire. Without informing me, the movers placed it on its side in the truck with no protective padding. The corners were damaged and the finish was ruined. Had they communicated their intent, I could have purchased protective materials or moved it myselfsomething I was later able to do on my own.I contacted the company and was called by a manager who immediately stated they had zero liability. He claimed there was no reason to keep the armoire upright and that his team was unable to move it that way. I informed him the estimated cost for repairs would be at least $600.Rather than offering a resolution, he told me he was at zero and asked what I thought he could agree to, without proposing any offer himself. It was clear this call was to fulfill an obligation to respond, not to resolve the issue. When I expressed frustration and asked, Why would you put the thing on its side? he used that as a reason to disengage and end the call.Other items were mishandled as wellchairs were loaded upside down and arrived with their finishes damaged. The overall packing was careless.College Hunks has not taken responsibility for the damage. I was not given a chance to prevent it and was left with no support or compensation. I am requesting reimbursement of at least $600 to cover the cost of repairing the armoire. I am also requesting that the company review their training and communication protocols to prevent this from happening to other customers.

  Business Response

  Date: 08/14/2025

  This client hired us to complete a move labor - load. This type of service is where a client rents a 3rd party means of transportation to move their items (truck/pod/upack). Since the items are not going on our truck, the client should purchase protection for the materials from us or a 3rd party company. They would then provide us that protection, we will then use said protection by wrapping the items to be moved. Unfortunately, the client decided not to purchase any materials from us as offered and didn't have any protection when we arrived that he purchased before our arrival. In fact, he acknowledged he knows and understands he doesn't have anything to protect the items, after we explained the risks to him. The reason we protect furniture, is this exact reason: moving furniture without protection will damage it. Unfortunately, the client decided not to invest in protecting his furniture, that is not out fault. 

  To clear up a few items of deception the client made, I would like to first address: "he claimed there was no reason to keep the armoire upright and that his team was unable to move it that way." During the load, the client was brought from his home to the truck by our crew to specifically be showed the truck he rented was not tall enough for the piece in question to stand up in. For example, lets say the height of the truck was 6ft. tall and the armoire in question was 8 feet tall, easy math shows the piece was not going to stand up in the truck on its feet like we wanted it to. He was made aware of the situation and that it had to go on its side to fit in the truck. Well if the client would have provided us with blankets, there would not have been any damage to the piece. 

  Unfortunately, the client felt our organization owed him money to a damaged piece that he made a decision on. He chose not to protect the piece properly, he drove it to NY knowing the risks involved. We keep 100 blankets on each of our trucks to wrap and protect furniture, we had the blankets there to sell to him if he wanted them and he gave us a hard NO, he didn't want/need to protect the furniture. 

  The truth of the matter is that we have no liability for items that leave our care and custody. We cannot be help responsible for items being handled by another person when we have no ownership in the items. Other than logically knowing that, we have a signed contract stating that, too. It doesn't make sense that someone driving from ** to ** hitting all sorts of bumps, the brakes, the gas, turns, etc. expects us to pay for damaged items when they are the carrier, not us.

  The chairs were loading stacked on top of each other to create space (common) due to the small truck rented. There was damage to the chairs, said damage could have been avoided if the CL would have provided us with the proper protection. 

  In conclusion: we advise all of our clients, on a move labor - load, they need to have boxes for tv's, mattress bags for mattresses and box springs, mirror or picture boxes for mirrors and pictures, blankets to protect all the items not in a box (furniture) and depending on the size of your truck/POD, we need X amount of ratchet straps to secure the load. The client had none of that, he had the option to buy it from us or provide it to us prior to our arrival. He did not do that and he even acknowledged verbally to our crew he knows he needs it but isn't going to buy it and doesn't have it for us. 

  The client was negligent in this case. If this would have happened in my truck to **, and I was the carrier, it would be my responsibility and I would have paid for the damages. The client was in charge of those items and made a mistake by declining the proper protection. It is unfair to act as though it is our fault. 

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23549167
  
  I am rejecting this response because:
  
  

  If you look at the original photographs that were sent to the Better Business Bureau. They  are taken inside of the truck that transported the armoire. And it is standing on its base because I, one man, stood it up by myself inside of the truck. So its not an 8 foot tall armoire in a 6 foot tall truck. All I can say is that if the business is clearly lying about that aspect, what else are they lying about? Its clear that theyre not willing to be forthright and honest and I can see there will be no resolution here, no matter what, but I hope that we can protect other consumers from such business practices. 

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

  Business Response

  Date: 08/29/2025

  When a piece comes up a ramp on a truck, the piece gets tilted which makes one side the piece taller. Because of that, the piece would not go through the back of the truck on its legs. It had to go on its side. Which refers me right back to 2 mistakes the client made. 1. getting too small of a truck. 2. not obtaining protection for the items. Both of these things are outside my control, I do not reserve a rental truck for someone and I can only offer protection, they have to accept using it. That is outside our control. 

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23549167
  
  I am rejecting this response because:
  As I stated I was able to get the piece of furniture standing upright myself as one person inside of the truck. Then I got it off the truck and down the ramp right side up, also on my own. It doesnt make sense the I can get in off on the ramp in the correct orientation and two movers couldnt get it on. The busies seems to feel Im at fault for the equipment I rented, but the equipment didnt change when I moved it compared to their employees who were clearly negligent. 
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We trusted College Hunks (10/14/2022 and 1/31/2023) with taking the responsibility for moving our furniture in a timely and responsible manner. Unfortunately this was not the case, since our dining table was ruined, 2 dining chairs were damaged, our entertainment unit was seriously scratched (when it was moved from our home to storage) and a side table was scratched. We expect to be reimbursed in a reasonable and appropriate manner or have our furniture restored to its original pristine condition. We were offered a reimbursement of $150 - a complete insult and inappropriate considering the damage that has been done.We are writing to express our unhappiness with the extremely poor quality of service provided by one of your local franchises (College Hunks - *************, DB Ackman ***** LLC). Attached please find photos of the damaged furniture. Even more than the damages caused by your local franchisee ****,was his unprofessional and dismissive attitude. Our furniture was stored in a storage facility that was filled by your local franchisee. I purchased many moving blankets from College Hunks so as to not damage the furniture.Upon removal of said furniture from the storage facility by the same franchisee, the furniture was moved without the blankets. There is no question as to who caused this damage as the movers readily acknowledged that they caused the damage. When **** was contacted (immediately), his response was these things happen. When asked why the furniture was moved in this manner, his response was I have no idea. When I inquired as to whether College Hunks makes arrangements with furniture repair people, his response was dismissive. When I asked what kind of financial reimbursement he was going to make he repeated you're not going to like this. The next day he offered me $150, which I did not accept and returned it to his representative. THe did send people the next day to try to repair the furniture only to make it worse.