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: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.

  We used GA Pack and Load. The company caused significant damaged our items and will not indemnify. Photos of damaged items can be provided. Not all photos of damage are attached due to system limitations.

  

  Business Response

  Date: 11/11/2024

  Dear *****,

  
  We understand your frustration and it is unfortunate that this happened.

  We are unable to locate any information about your service in our database. To help us investigate this matter further, could you please double-check that you received service from our company and provide us with the job number associated with your service?

  Once we have this information, we will be able to open an investigation and take necessary action to resolve this issue.

  
  We appreciate your understanding and cooperation.

   

• Initial Complaint

  Date:09/04/2024

  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: 22237828
  
  I am rejecting this response because:

  * You told me you couldn't file a claim with your insurance carrier until I paid my invoice.  I paid the amount we agreed to before the move IN FULL.  Where is the claim???

  * The $550 was not disclosed ahead of time.  Further, I've already explained how your crew mishandled the sliders/furniture protectors that I PROVIDED.  You promised me the hours quoted wouldn't change.  I do not owe that amount.

  * You assured me in writing that you would repair or replace any damage caused by your crew.  I selected replacement cost, no deductible insurance on the day of the move.

  Your crew caused thousands of dollars of damage.  I am working on documenting the damage and securing quotes to repair wherever possible and replace where necessary.

  I will be filing a formal complaint with the Georgia ************************* soon.

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

  end out a handyman, but I'd have to pay $550. His team was far more interested in moving quickly than moving safely.

  

  Business Response

  Date: 09/05/2024

  Dear ****,

  
  

  We understand that your recent moving experience didn't meet your expectations, and we sincerely apologize for any inconvenience or damage that occurred. Your feedback is invaluable to us as we strive to continuously improve our services.

  
  

  While we take great care to ensure smooth moves for all our customers, there are instances where unforeseen challenges arise. In this case, it seems that some unexpected issues contributed to the damage to your belongings.

  
  

  We want to assure you that we take full responsibility for these incidents. To make things right, we are offering you a $550 credit, which will cover the additional two hours of work time spent at your home. Furthermore, we would like to send a skilled handyman to assess and repair any damage caused.

  
  

  Your satisfaction is our top priority. Please let us know if you have any further questions or concerns. We are committed to resolving this matter to your complete satisfaction.

  Thank you for your understanding.

  

  Business Response

  Date: 09/05/2024

  ****, 
  
  To clarify, the reason we requested payment was to close the job and initiate an investigation into the matter. As you know, we exchanged emails  about the replacement value coverage option when you moved out of your home and you chose not to purchase it, you were not ready for those additional expenses. 

  
  While state law limits our liability to $0.60 per pound per article, I'm committed to finding a resolution that better meets your needs. We're more than willing to schedule a repair technician to address the issues as soon as possible.

  
  Your satisfaction is our top priority. Please let me know if you have any questions or if there's anything else I can do to help.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22237828
  
  I am rejecting this response because:
  

  I never rejected insurance.  I have ALL of our email correspondence. I simply told you that the cost of the insurance should have been disclosed ahead of time when you presented your proposal as opposed to last minute on the day of the move.  I signed a form stating that I wanted replacement cost, no deductible insurance.  I never signed anything rescinding that.

  In your 8/29/2024 email to me, you specifically stated "In order to submit a claim on the job and begin the process of making things right, I kindly request that you go ahead and submit the payment so that the invoice is closed."  You said you would submit a claim.  Have you???

  I will be using my own trusted repair technician(s).  In your handling of this matter thus far, you have lost my trust.

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

  

  Business Response

  Date: 10/04/2024

  We sincerely apologize for the inconvenience you've experienced. As you've been informed, our claims department is currently reviewing your case and working to resolve it in the order it was received. We encourage you to stay connected with our claims department through email for seamless and efficient processing of your claim.

  Customer Answer

  Date: 10/08/2024

  Good afternoon,

  I'm not sure whether to accept or reject their response.....it says I only have 7 days.  They appear to have become more reasonable.  They are sending various vendors out to assess damage and prepare quotes to repair/replace.  I've already gotten quotes from my own contractors.  I'm not sure how long this process will take or whether they're actually going to compensate me for damages they caused.  What do you suggest?

  Please advise.

  Thank you,

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

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