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:11/05/2024

  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.

  Hired and paid $169.00 deposit for Fox moving and storage to move items from my storage unit into a new condo. Day of move, 3 men crew had a truck with bed, mattress furniture occupying truck. I asked for them to empty truck prior to adding my items/furniture to a truck that already had someone else's furniture. The owner **** did not want to accommodate request but required me to pay deposit for a truck and crew that had others things and never discussed I would have to share moving truck with no discount rate. Then *** movers refused move after seeing what they believed to be rat pop on a rug which in fact was cat f**** from stray cats. I do not own pets, I do not store pets in a storage unit. Animals were strays from storage unit property and my move got refused and cancelled via company for pet waste yet it was ok to originally move my things with a strangers bed and mattress that could have bed bugs. I was told by manager **** I would receive my deposit back due to them cancelling the move. I have yet to receive my refund and when I call their office I continue to get excuse from **** out in the field and away from his PC. I'm due a refund for them not completing the service they were hired for. This should have been issued the very next day 10/28/2024. It is November the 5th and **** and his company are not taking accountability nor initiative to correct the matter.

  Business Response

  Date: 11/06/2024

  This customer was sent a standard contract at booking time that states we cannot move items infested with f**** of any kind, for obvious reasons. The 169 was the initial deposit/travel charge that takes care of the drive out to pickup location and then back to office from dropoff location. We drove all the way out to her storage unit, discovered all the feces, and could not complete her move due to the findings. We have refunded her travel fee even with us wasting a trip out to service her, with full knowledge ahead of time that we cannot move infested items. We have been more than fair.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 used Fox Moving company to move contents of a 2-bed apt. in ******* ** on 11/30/22 to a house in *********** ** 12/02/22. A sales rep. came to the apt. 11/17/22 for an appraisal & recommended several packing boxes for misc. items + 2 wardrobe boxes for handmade Xmas *************** items. Movers arrived without boxes & did 2nd appraisal of items. One of them assisted with packing of wardrobe box containing (wedding dress, mens suits, winter coats, leather jackets) as he had to place an over sink dish rack too long to hold in large packing box. They also helped to fit a **** ******* computer monitor into its original box. Furniture/larger items were wrapped individually by movers. I found out I had covid on the day we were to travel to MO and called movers to inform that only my husband would be meeting them at the delivery address. On 12/02/22 the movers unpacked the contents of truck & brought into the house. When they left, my husband in unpacking noted several missing items (seats/backing for part of small sectional, ladder bookcase, graco pack/play, area rug, artificial plant, ****" ******* computer monitor & wardrobe box with aforementioned items). Apt. manager in GA confirmed apt. was left empty day of move. Company manager was informed and insisted that it was not possible for items to be missing during transit as it was a direct move from GA to MO and no evidence truck was broken into. He noted that GPS confirmed truck left GA and arrived at MO address.He sent a claim form and assured he would address issue once we sent it in. We returned form with receipts & before/after pics to substantiate claim. We had to reach out over a week later for a response. In followup email he failed to acknowledge the reported missing items not placed in boxes and noted that company is not responsible for missing wardrobe box as they did not pack it themselves and cannot verify contents. He suggested filing police report if we believe ourselves to be victim of theft.

  Business Response

  Date: 02/13/2023

  As previously stated, given the fact that you packed the box in question yourselves, we did not take inventory of the contents of the box and thus we cannot verify that these items were ever in our possession.
  

  We encourage you to file a police report if you believe our movers have stolen your items. We will cooperate with the authorities. To date, we have not been contacted by anyone from law enforcement. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18967981
  
  I am rejecting this response because:

   

  
  Complaint: 18967981
  
  I am rejecting this response because:

  
  As previously stated in my complaint, Fox moving company is failing to acknowledge that a number of items are missing that were never packed in boxes. I think they are anchoring only to the missing wardrobe box because they can state that they never took inventory of the items within it. Why are they not acknowledging the other missing items, I was very clear about those other items in my complaint. 
  Further, when I had initial telephone discussion with the manager regarding missing items he was very upset about the allusion to the possibility of theft. He even went as far as vouching for his movers, stating that they have worked with him for several years and that is not in question. Now he is suggesting that I file a police report against said movers and contradicting himself. 

  Also could Fox Moving Company explain why it requires a full 2 days to do a direct move from *******, ** to ***********, **. (this is an approximately 10 hour trip). They picked up my items on 11/30/22 and delivered them 12/022/22. 

  I would like for the business to acknowledge my full complaint and I will not accept their response as resolution. 
  
  
  Sincerely,
  
  **********************************************
  

• Initial Complaint

  Date:01/13/2023

  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.

  On 1-12-23, I sent another mover to pick up my furniture that had been in storage at Fox. They didn't give access to the mover beforehand to gauge the size of the job. They wanted to charge exorbitant fees just to look but in the end didnt give that access. They claimed they said a 26' truck was needed but they weren't certain. My driver had a smaller truck, '16 truck but he said there was not initial concern. They didn't allow him but a few minutes to be back there as their movers packed his truck but they did pack my couch while he was there. When they were done, the couch had been removed and the two chairs that matched weren't loaded. They told my mover that he would have to make a second trip and the movers would have to paid at $150 an hour to wait while my mover made a cross-town trip. That's the only option that offered and they were trying to get nearly an extra $1000 out of this move. Even though my mover was told that the moving crew said they were headed home and the couch and chairs were left on the dock. They gave me no other option but to pay for their crew and their wait time -- at an additional charge of their time plus another two-hour minute of load time. This extra fee was prohibitive but like I stated, it was the only option I was given. My $2000 couch and chairs were gonna be thrown away if I didn't agree to their extra charges. I in good faith, had paid their really high charges for the initial move and paid all storage fees up to the final *****. But the other money was extortion, and they tried to lean on the excuse of them not fitting when my mover had seen them fit the couch before taking it off when he was told to leave the dock. They have my furniture and I have no recourse to get unless I pay their extra fees.

  Business Response

  Date: 01/13/2023

  Nothing could be further from the truth. Customer was instructed to bring a 26 foot truck because that is what it took to bring his furniture into our warehouse. The customer hired a third party ********************** company to pick up his items. The third party moving company brought a 16 foot truck. We informed the customer when booking the pickup due to liability purposes our movers had to load the items out of our warehouse. Once our men started to run out of room with the smaller truck the customer was given two options. Have our men wait for him on the clock until they returned with room on the truck. Or pay the bill and arrange another time. Customer paid for the time and is now filing a complaint. 

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18808013
  
  I am rejecting this response because: I talked to the manager and was not given option 2 at the time I talked to him. I was lead to believe I could only pay for the crew to wait. Only when I filed this complaint was I informed that I could come back later. Never once I was told that in that conversation. And my third party mover told me he could come back after unloading. This statement about nothing could be further from the truth is completely disparaging and untrue. All I want is an option to come back and get the rest of my stuff without having to pay for their crew to wait at $150 an hour. It was a 3hr drive through traffic and for them to return would have made it about 5 hours and that would have made it nearly 900 to $1000. All I wanted was fairness and my possessions. I talked at length and was only given the former choice, not the latter as they claimed.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/24/2023

  Customer was given 2 options and declined both. They didnt want to pay for either option. Customer was moved in with a 26 foot truck. Was instructed to bring a 26 foot truck. They chose to bring a smaller truck. Customer is welcome to pick up there stuff once they pay for the loading service and storage fees.