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:08/26/2024

  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.

  Warning! Do not use this company! They just charge a fee to connect you with a moving company. The companies they work with are terrible and useless and if you have issues they won't do anything about it. They will just deny, deny, deny until they can't anymore and then ghost you. The person who runs it, *****, is the most useless person I have ever seen. The movers they connected me to lied, broke things, refuse to do work I paid for and then left an hour and a half early. It is all a scam where no one has to address issues because you went through MovingLabor.com and hired someone else so both companies just blame each other and do nothing about your issues. It is 100% a scam and you have warned about using their serivice. Specifically, I paid for my movers to build furniture and they refuse to without trying to charge me more money. I called MovingLabor.com immediately and their customer service said that they didn't have to and it was not included. Then after almost 2 weeks of trying to get in touch with ***** he said they should have built my furniture and that it is part of the service, BUT they won't do anything because you have to go through the moving company. The Moving company took my complaints, blamed MovingLabor.com and then just refused to answer my calls. So that it is. I am out money, furniture and they broke my television. Charged me and then left early. It is a nightmare tou don't want to have to go through. The movers literally put labels boxes completely upside down and broke China my wife's deceased mother gave her. They don't care at all even after admitting it. They are evil to the core

  Business Response

  Date: 08/27/2024

  We are saddened to hear about this customers experience with one of the movers on our platform.  This customer booked unloading services in **********, ** for July 18, and then rescheduled for July 21st.  The customer did call ********************** on July 23rd to let us know he had issues during his unloading.  The customer also took the necessary steps and followed through with the moving company directly.  However it appears the movers denied his claim directly.  He called us again on July 30 to ask us to assist him.  We made it very clear to him at the time that since no one from Movinglabor.com was onsite during his move we don't have the authority to rule on a claim.  But we can try to use the movers listing on our platform as a tool to intiece the movers to come to a favorable arrangement. This is listed publicly on our FAQ's that our job is to make sure the customers booking is confirmed and that the movers show up to the job. Every customer places a deposit on our site at the time of booking but pays the balance/bulk of the quoted price to the movers directly upon completion of the job.  The deposit is refundable if the customer cancels with at least (7) days notice or if the movers fail to show up for the booked job. Neither of these instances occurred.  We did reach out to the movers directly and their response or lack thereof was not satisfactory to us and did not meet our level of customer care we expect of all of the 300+ movers we work with nationwide.  Since the movers didn't live up to our expectations we did remove their listing from our platform after they've been listed with us since September of 2019.  We explained to the customer that we are simply a platform that connects customers with movers.  The customer did book the movers online directly from our website.  He choose this particular company out of the 5 options we had listed for his zip code.  No one told him to book with any particular mover, we simply gave him options online and he made his own choice to go with this company.  We're not trying to blame this customer in anyway. We do feel that this situation could have been handled better.  Keep in mind when hiring moving labor on any platform it is significantly cheaper than using a traditional full service mover.  But it doesn't come without a different level of risk and accountability for the customer.  In this particular instance these movers didn't pack his items, they didn't load his items, they didn't transport his items.  Because of this the liability for the movers is much smaller than a full service mover. We take every complaint seriously and even though we don't agree with the customers overall assessment we still value his opinion as it gives us an opportunity to get better at what we've been doing for the past 18 years.  We do hope the movers he hired come to an agreement with the customer however from what we gather the movers feel the damages sustained to the customers belongings most likely happened in transit and not **** the unload itself.  

• Initial Complaint

  Date:07/13/2023

  Type:Order 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 company uses subcontractors and they charged me a fee when the subcontractor failed to provide movers. Moving Labor failed to investigate the issue and consider the customer's version as plausible. This company and their subcontractor KJs Moving Company of ************ ** are not trustworthy or honest. The $150 dollars unscrupulously taken by them is certainly not worth the damage to their reputation.

  Business Response

  Date: 07/14/2023

  Prior to the customer submitting this complaint we have already started the process of investigating the customers claims. We're a bit confused as to why the customer was unaware that we contract with licensed professional movers across country as his order for movers was placed online by the customer for KJ's ********************** Company.  We have already responded to the customers concerns asking them for any evidence they have to contradict the vendors claims and their text evidence that shows the customer abandoned his reservation.  We sent an email to the customer explaining why they were charged the $200 cancelation fee. The customer received and replied to the email on 7/12/23. The issue we're attempting to resolve is the vendor, KJ's Moving Company, whom the customer ******** contracted with via our marketplace.  Submitted text evidence that the customer did in fact cancel his services while the movers were enroute to his location.  The customer was originally scheduled for unloading on Tuesday July 11, 2023, he called the movers directly and asked if they could service him on Monday July 10, 2023.  Which the movers agreed to do.  After the movers had already dispatched to his location the customer sent a text to the Owner of KJ's stating he had already started unloading his truck and would not be needing the movers for the 2 hour minimum, which is the crew that he booked and the smallest hourly minimum offered.  When KJ's tried reaching out to the customer by phone the customer was not reachable.  They called him numerous times and even called us here at Movingabor.com to inform us of the situation and asked us if we could attempt to get hold of the customer to reinforce that the 2 hour minimum is required.  When our representative attempted to call the customer using the contact number he provided, we could not reach him either. The customer finally called ********* at KJ's, and as the movers were 18 mins away from the customer location he canceled his service.  When the owners of KJ's moving told the customer that they needed to be compensated for their time and travel the customer told the owner ********* of KJ's ********************** Company, it's her responsibility to figure that out.  KJ's Moving Company has never no showed for a job with us.  They service every part of *********.  We're still waiting evidence from the customer to refute KJ's claims.  KJ's Moving was harrassed so much by the customer they had to block his number.  He never called us stating he still wants the movers, we didn't hear from this customer until he was charged.  The customer has gone to ****** reviews and slandered the movers, and now he's gone to BBB attempting to throw Movinglabor.com under the bus, and blackmail us and the movers stating "reverse the fees and all this goes away".  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20316396
  
  I am rejecting this response because it is entirely incorrect. No movers were ever enroute to my location. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/05/2022

  Type:Sales and Advertising 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.

  Serviced by movers Thurs.Sept. 1, 2022. We had damages to items and the home, and 2, of the 3-man team, arrived together, and reeked of Marijuana. They seemed to be stoned out of the minds. We had a very awful experience, the movers didn't have moving straps, and items were broken. 2 of the movers told the customer they were going to arrive between ***** am but didn't get there till after 12pm. The only one that arrived on time was **** and he was great. **** arrived at 10:30am and had to sit and wait 90mins for the other men to arrive. The very first item the 2 gentlemen picked up and moved hit a light, the ceiling fan, and the wall. They were dragging furniture across the wood floors which led to damage to the floors. Also, damage to their items and the home. The 2 movers left early, they didn't even stay the full 2 hours, they arrive me onsite at 12:05 pm and left at 1:45 pm. **** kept apologizing for the behavior and work ethic of the other movers, he felt so bad he even offered to come back out the next day to assist us in finishing the job for free since it was obvious the move was done poorly and that the other 2 movers didn't care about the customers' belongings. We asked for their boxes of pictures to be loaded on top of their totes/furniture, and the movers put 3 heavy ladders on top of their pictures which resulted in more damage. I reported all of this to the company the next morning and it has now been over a month and they are now saying they are not responsible. I was not aware that this company would be hiring a 3rd party to come out to my home. Im just asking for the damages that the men caused that they sent out to my house to be paid for. That is what both ***** and ****** said would be done. I have attached a photo of all damages.

  Business Response

  Date: 10/05/2022

  In regards to the customer complaint.  Per our policies which are outlined in our FAQs and in the customer complaint email, we send out to the customer directly.  ********************** is a platform to secure moving labor help.  We have over 300 moving companies nationwide that compete for business on our platform.  We are not the actual mover.  Similar to what other marketplace-style websites do for hotels, we do for moving labor companies.  We are a marketplace that allows customers to select the mover that best fits their needs based on pricing, equipment, experience, and past customer reviews.  Unfortunately leaving a review for Movinglabor.com under BBB does nothing to help the customer's cause as it only affects ********************** and not the mover that the complaint is supposed to be issued with.  The customer will have to go to the ******************** page for the mover that provided the service.  Since Movinglabor.com was made aware of the complaint we have done our part in an attempt to bridge communication by relaying the customer's information over to the mover.  We have tried multiple times to get the mover to respond to the customer.  We have made phone calls and sent emails and text messages.  We always answered the customer's calls.  The customer was also CC'd on a majority of the emails sent to the mover so they were made aware we were doing what we could.  We've spoken to the Owner of the moving company and he's told us many times he'd be in touch with the customer directly in regards to their complaint. Since no one from Movinglabor.com was onsite when the service was provided we're not liable nor are we able to rule on the validity of the complaint.  Similar to if you book a hotel through a marketplace website and you have a complaint about the hotel, you contact and mediate with the hotel directly.  We afford every customer the capacity to rate their experience as good or bad and to leave a review on our website.  The customer did that and their review is currently viewable from our website, the score that was given is factored into the mover's aggregate score which is viewable for past and future customers to see.  We informed the customer since the movers are not responsive to their hails, they have the capacity to take the movers to small claims court and we'd be more than willing to provide the customer with any and all information we have pertaining to the service that was provided by the actual moving company.  We wish this customer the best of luck and we stand ready to provide any information we have if the customer wishes to take legal action against the actual movers that provided the service.  Per the Terms and Conditions, the customer agrees to by placing their order for moving labor and is publicly viewable from our website.  "When and where there are any claims, demands, liabilities, damages, or losses incurred as a result of the services provided, the customer does hereby waive and release Us (meaning all of MLs officers, directors, agents, parent, subsidiaries, affiliated companies, and employees) from any and all such claims, demands, liabilities, damages or losses pertaining to any dispute between Customer and Supplier as parties.  The customer further acknowledges and agrees that the Customer or Supplier, each have the right to pursue a claim against one another in a Court of competent jurisdiction or in another similar forum of dispute mediation, arbitration, and resolution."

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18169841
  
  I am rejecting this response because: I was not aware that movinglabor.com would be sending out a third party for my move. I have no idea who the company even is that movinglabor.com sent out to my home without my knowledge of. All i have been given is an email and phone of a contact person. And until the last email I had no idea that they had no intentions on making anything right. And they have not returned my last two calls. that is why I filed a complaint. Movinglabor.com made it seem like this problem would be taken care of They even stated about being compensated by the pound and that they did not accept this kind behavior from the movers. Yet, now they refuse to do anything about it. I just can not see how a company can send another company out without me being told this up front. And how a movinglabor.com has no accountability for the movers they send to peoples homes. I feel completely deceived and lied to. I now have damaged property and apparently according to the company that i hired (movinglabor.com) is not responsible for any of it. I sure feel sorry for every person that this company has screwed over and ripped off like they have me. I just simply want some kind of accountability for the stoned works that werent sent to my home and damaged my property by movinglabor.com I paid these people basically to ruin my stuff. 
  
  
  ***********************

  Business Response

  Date: 10/18/2022

  We're saddened the customer had this experience with the movers.  However the customer claiming that they didn't know our role as a marketplace is false, nor was it listed in her primary complaint.  From our FAQs listed publicly on our website.  "Moving companies listed on Movinglabor.com are local moving companies that provide labor-only moving services".  When a customer is booking movers they have the capacity to select the mover that best works for them based on pricing, customer reviews and equipment brought onsite.  If the mover they select does not have the availability they're requesting it's our job to offer alternate availability with another mover in our network.  It is up to the customer to accept the alternate availability or to decline it and go with another mover on our platform or through other means.  A confirmation email is sent to every customer which lists the ********************** company that will be servicing them along with contact information for that moving company.  These moving companies are not exclusive to Movinglabor.com.  Many of them also advertise their services on many other sites similar to ours.  The movers work with us as we have a national platform to reach a larger customer base, but most importantly we have a support staff that answers phones and our primary job is the get the customer booked and to make sure the movers show up to the job.  We help thousands of customers move every year.  We are a marketplace that lists several different movers in each area to provide moving services.  It's not that we don't want to help, it's that our hands our tied considering we're not the mover she's making the complaint against.  We are simply the intermediary between the mover and the customer primarily prior to the date of service.  We act as a front office that handles booking, rescheduling, and cancellations.  We have FAQs on our website to better explain to customers who we are and what we do.  We have taken action on our end by putting the movers under a probationary period and have noted this complaint in their file.  If we see consistent behavior that is unbecoming of a professional mover we have the capacity to remove the movers from our website.  The customer making this complaint has also rated the movers and made their complaint public which is still viewable to this day, on our website.  Since it was a negative review their overall score went down making them less desirable compared to other movers that service the same area.  We do not edit reviews, good or bad they are there till the end of time.  Again no one from Movinglabor.com was onsite during this move or any move.  The moving company that unloaded the customer may be liable for damages but that must be decided between the mover and the customer.  If the customer decides to take the matter further, the customer has the right to take the movers to small claims and we'd be willing to supply the customer with any supporting documentation, including but not restricted to emails and recorded phone calls.  We do not take sides, we are completely impartial and independent.  

  Customer Answer

  Date: 10/23/2022

   
  Complaint: 18169841
  
  I am rejecting this response because: now this company is basically calling me a liar because I was not aware of the situation. How can a company i hired to move me hold no liability. I do not recall them saying a 3rd party would be coming. I know they told me such and such would be calling me. I just assumed that was the lead for who they had coming to help us move. I had a lot on my plate helping my mother move and sell her house and dealing with s***** a** destroying stoned movers!!! And how dare movinglabor.com try to blame the very professional, prepared, not high, and on time crew that unloaded me!!!! They showed up here on time, dressed appropriately and i watched them ever step of the way. As soon as they noticed something broken they showed us before they ever touched it. And i have yer to have them give me this 3rd party movers company name. Like i said before i was given a name, number and email. I have not been giving this 3rd company name. They just keep trying to blame it on everyone but themselves!!! Movinglabor assured me that this would be taken care of. That most likely i would be compensated for the damages. So did the man of who ever called me and then movinglabor sent out and email telling this guy that basically says they cant force him to call me or handle this issue or make it right after a month of assuring me they would. Then ***** just stopped returning my calls all together after that. 

  
  ***********************