Complaints

This profile includes complaints for Family Moving & Storage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Family Moving & Storage, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Family Moving & Storage, Inc.

  4545 W Homer St Chicago, IL 60639-5106

• 

  Family Moving & Storage, Inc.

  1533 Independence St Cape Girardeau, MO 63703-6024

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:07/05/2023

  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.

  I hired movers and was quoted 375$ for 2 hours and 3 movers, they were scheduled to arrive between ****am on June 24th, they arrived around 11:05. The paperwork was given to me to sign as two of the movers started moving my belongings, the paperwork showed the estimate to be $375. The movers finished moving things into the truck in approximately 35/40 min. I informed them I would meet them at the new apt, we left at about the same time, I was at the new apt for 20 min before calling them to ask about their arrival, they informed me that they were close by, when they pulled up, they each had hot food items and beverages that they had just purchased from a **** on the way, I was on the 2nd floor and was looking down to direct them where to start moving my things and I witnessed one of them urinating in my alley. Before they started moving the same man with the paperwork came upstairs with paperwork that was now charging me $592. I immediately disagreed that this was absurd as they were still within the 2 hour estimated window, and why was I being charged so much, they informed me that had to wrap items (which was not cleared by me or even mentioned), and then informed me that it will probably take 3 hours, I said that ******** in the office told me that it was billed in 15 min increments over the 2 hours, instead I was being charged 3 hours when we still had under an hour left within the estimate. They refused to bring any of my items upstairs until I paid, he called his supervisor and we were in speaker together, the supervisor said hed be willing to cut $30 off for materials, this was ridiculous to me as no one commented this to me, I brought up the unprofessionalism shown by the movers as they were late and urinated in my alley, he insisted I was marking a big deal out of nothing because I was upset, I had to pay them to get my things moved in, all of their review reflect my experience. I should not have been charged so much. This is a shady business.

  Business Response

  Date: 07/13/2023

  We understand the client was not satisfied with their moving team and feels as though they were overcharged for the services. We ask that they send in their complaint to ************************************************************* in writing as suggested on their contract so we can see if we can work out getting them an additional settlement for their dissatisfaction. Without sending in a written claim we do not have a way to process any additional discounts or credits for the move as a delay credit was already provided on move day and we have the team logged from 11:10am until 2:06pm. 

• Initial Complaint

  Date:06/05/2023

  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 June 13, 2022 I requested a quote from Family Moving & Storage. I spoke with someone named ********. I provided the information for my upcoming move and she provided a quote. The quote was for 6 hours, 1 truck, 4 workers at $180.00. She estimated travel time at 1 hour and materials (packing estimate) at $100. Based off of my discussion with ******** we moved forward with this company. On June 16, 2022 four men and a truck showed up a little after 11:30AM. The start time was between 9AM-11AM. The men started working and being extremely careless with supplies. They took very frequent breaks because it was a hot day and took cigarette breaks every ***** minutes. From our location in ************* the truck drove to Northbrook, our new home. It was a 40 minute drive, but they took longer because they stopped along the way. We purchased pizza for them and when they got to our house they took a full hour for lunch and ate the food we provided. After their lunch break the driver came to me with a document to sign for the additional charges. The additional charges were for additional hours (5 hours), an additional travel time of one hour $180) and $1,282.50 in packaging costs (which on the estimate provided by the company was supposed to be no more than $100). I contested the pricing and at that point the driver said that until it is paid in full the men will not unload anything. I asked to speak to a manager, by the time we got a manager on the line it took quite a little bit. The driver of the truck, the one who did the invoice, told me that the company always does this, provides low numbers for the package materials and then he has issues with the customers. Meanwhile, while I am getting more and more upset please note the men are not working, they are sitting in the front of my house, on the steps smoking. After a few hours of back and forth I had to figure out a way to pay the money ($3,622) because my items were being held hostage until payment in full is made.

  Business Response

  Date: 06/06/2023

  This client did not provide our company with a detailed account for the items they were planning on moving; she was supplied with a ballpark quote based on a standard 3 bedroom. When the team arrived they let her know she would need more time and materials to move her without damages. She agreed to continue to use our service. The moving crew, after working for 12 hours, made a mistake on her bill to which we attempted to remedy with the client after the fact, to no avail. During the move the client did not notify our office of any dissatisfactions or problems with the moving team. Only after the bill was presented did the client state she was unhappy. At this time we do not have any additional offers to provide the client beyond the settlement we offered her last year, when the move took place, in the amount of $280.00. We estimated she'd need 4 men for 6 hours with $100.00 worth of non reusable materials supplied and she used 12 hours with 4 men and over $1000.00 worth of non reusable materials. A copy of her reservation and our correspondences can be supplied upon request. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20147852
  
  I am rejecting this response because I have provided proof that the company is deceitful. The company keeps increasing the number of hours that they claim the workers actually worked but has failed to answer if I am responsible for paying them for their lunch break of over an hour as well as the hours they spent smoking on my front doorstep while waiting for me to resolve the issue with the bill. They stood around until the bill was paid, I am shocked when she says that I did not express dissatisfaction, I expressed huge dissatisfaction when I was presented with a bill three times what I had been previously told and my items were held hostage until the bill was paid. The workers were not allowed by the driver to start unpacking my items until the bill was paid in full, which means my items were being held hostage! My house was a typical three bedroom home, there was nothing unusual about my move. I was charged for items which I did not have (large cabinet), I was charged for moving a patio table (please see picture of patio table which has no protection on it). I had damage to my home as a result of the carelessness of the company. The company offered me $280 which is a lot less than I am owed, and in return they asked me to sign a document that I would not provide any reviews about their company.

  I will have no other options but to pursue legal action through small claims. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/07/2023

  We have already provided a $100.00 credit plus one hour off the client's move which is where the $280.00 settlement came from for the issues with an additional truck fee and time lost for lunch. We cannot discount the amount of time or materials the client used further even though she believes she should have paid closer to her estimate, which was a complete guess. When calling into our office she told our manager, ********, it was her fault the move estimate was so wrong, when in fact the client did not take the time to tell us any details about her move and instead decided to schedule the ballpark quote we presented her with. Only when the move cost more did the client have an issue with the way we got the crew out and how the services and estimate was provided. The team is not able to unload the shipment until the balance in paid in full. We've copied in our underwriting for our contract. If the client wishes to go to small claims that is entirely her right. Regardless, we do not have any alternate offers to provide at this time. 

   

  Understanding Your Estimate
  Thank you for giving us the opportunity to assist you with your upcoming move. We value your business and appreciate your feedback. We're here to make your move an excellent experience!
  Basic ************ Move Includes:
  Door to door service.
  Professional moving consultant who will guide you up to move day and throughout the move.
  Professional & courteous moving crew.
  Dollies, straps & moving equipment.
  Transportation of your shipment including all taxes, tolls, fuel & mileage.
  Loading and unloading of your items.
  No charge for elevator, stairs or large appliances.
  Standard disassembling & reassembling of furniture.
  Moving blankets to protect your goods in transit.
  Basic liability protection of $.30 per lb. per article.
  How Your Move is Billed: 
  Intrastate or intercity (commonly called 'local') moves are billed by labor time. There is a 2 hour minimum for any local move and a one-time travel fee. The travel fee is to cover the dispatch of men and fuel to and from our headquarters to your first location, and from your final location. The travel fee is not related to the time in between your first and second locations: This time is simply billed as part of the hourly labor total. We do not charge extra for additional drop-off or pick-up locations but please keep in mind this *** result in a change to your travel fee if not previously mentioned. Beyond the 2 hour minimum, man-hours are prorated to the nearest 15 minutes.
  Please note that significant discrepancies between the goods on your estimate and the goods as found by the ******* the day of your move *** result in a written revised estimate at that time. Other factors which *** result in a revised estimate include acts of God, building policies or condo association bylaws which were not disclosed before move day, complications arising construction or maintenance by third parties in hallways, alleyways or public streets.
  It is strongly recommended that you bear in mind these possible compounding factors, advise us of such factors, make necessary inquiries and arrangements before your move day, and generally budget more time than you think you might need on move day. Estimates, even revised estimates, are not binding: You will be billed for the actual amount of time your move takes from start to finish. All moves are scheduled with an arrival ************* of service. The arrival time is the estimated time the men are to arrive at your first listed location and is usually a one to three hour window. It is our objective to arrive on time for each and every client and we will do our best to keep communications open in the event of a delay or earlier arrival time.
  How to Save Money on Your Local Move:
  Confirm your reservation/quote has all your moving details including: your addresses and access points at all locations, your contact phone numbers for before and during the move, your correct inventory of items to be moved, and the correct date and window for arrival scheduled for your needs.
  Pack your items evenly in boxes, do not use plastic bags or unsealed containers.
  Do not overfill boxes. This is extremely important for large boxes. Large boxes that are overfilled are more likely to damage to the context inside, the surrounding boxes, and *** collapse inside themselves when stacked.
  Don't leave a lot of loose small stuff around (more trips to and from the truck means more time and money).
  Transport and or pack all fragile items previous to your movers arriving to avoid the need for unaccounted for packing materials not included with the hourly rate.
  Bubble-wrap mirrors, panes of glass, and framed items ahead of time. Shrink-wrap upholstered items to avoid tearing or fitting the item in small doorways/hallways.
  Clear hallways and doorways of obstructions. If items need to be cleared from common areas such as stairwells, ask your neighbors or building manager ahead of time so that the movers can have a clear path.
  Transport all fluids, aerosols, batteries, ammunition, flammable materials, plants, froze foods, open food containers, pets, financial documents, deeds/irreplaceable documents, cash, jewelry, medications, small electronics, and any other item on your person or in your persona vehicle due to these items either being: A) hazardous therefore unable to transport or B) not sufficiently covered by our basic liability coverage included with your moving price.
  Disassemble any crib or pressed wood items as we are unable to disassemble/reassemble pressed wood items or infant cribs, though we are able to transport them.
  Arrange for child care and/or a pet-sitter if possible.
  Pre-sign some of the moving documents and review more detailed packing tips by clicking the below links
  Preparing for your move tips.
  General Agreement
  Packing Materials and Handling Fees:
  Packing materials such as bubble wrap, boxes, tape, shrink wrap, mattress covers, glass crates, TV crates etc. *** be an extra cost if they need to be used for your move. Only packing materials actually used for your move will be billed to you and a Packing Material Order Form will be provided, clearly listing which materials were used. Packing material costs are billed according to applicable tariff. Bulky/Oversized/Very Heavy items *** result in handling fees. Such items include: Motorcycles, boats, riding lawn-mowers, hot-tubs, safes, large appliances, pianos, large play sets, and other over-sized or very heavy items.
  Storage and Overnight Hold Moves:
  Our Storage is ADT protected, climate controlled, and not accessible to the public. This means all items taken into our storage must be moved out by our crew all at once. The items stored cannot be separated. Moves utilizing our storage or holding the items on the truck overnight will be subject to two different reservations, one for the loading date and one for the delivery date. Storage costs are depicted by the amount to be stored and the duration of the storage. On the loading day for the move into storage labor time begins when the men arrive at the first location and continues for loading, driving, then unloading the items at our warehouse. Once unloaded the storage fee takes affect. On the delivery day for the move out of storage labor time begins when the men begin loading the truck from our facility and continues for driving then unloading and staging at the final location.
  Overnight Hold costs are depicted by the amount of men, trucks, and nights the items will be held on the truck. The labor time for the pickup date for an Overnight Hold move begins when the crew arrives at the pickup location. The time continues for loading then driving to our facility to park the truck(s). Once the truck(s) are parked the Overnight Hold Fee takes affect. The delivery dates labor time begins when the crew picks up the parked truck(s) at our facility and continues for driving, unloading, and staging if needed at the final location. 
  PROHIBITED SERVICES:
  Disassembly or reassembly of: pressed wood, infant, or brand-new out of the box furniture
  Reassembling furniture we did not dismantle 
  Removing mounts/anchors from walls, ceilings, or floors
  Transporting items in inappropriately packed boxes or plastic bags 
  Moving explosive, corrosive, or flammable items 
  Doing any disconnection of gas, water, ventilations, electrical appliances, or hook ups
  Moving gold, irreplaceable documents, medications,  firearms/ammunition or any other item that would not be adequately covered by our liability maximum set at $0.30 per pound per article.
  Method of Payment:
  All payments must be made in full upon delivery prior to unloading.
  We accept Cash, Cashiers Checks, Postal Money Orders, ChasePay and Zelle.
  Our account name for ChasePay and Zelle is:
   Family Moving and e-mail is *************************************************************
  Filing of Claims/Complaints:
  Claims must be filed with the mover in writing within 90 days of the date of delivery. A notice to the carrier must be given within ******************************************************************* full before a claim can be submitted. For any damages incurred during the move, please contact the ***************** at *************************************************************. It is solely the shipper's responsibility to inspect and indicate damaged or missing items on the inventory logs at the time of delivery. Valuation of claim will be based on those indications subject to the limitations of liability as described on the Bill of Lading. Liability for the carrier will be in accordance with the liability option the shipper contracts for.
  Insurance and Liability:
  Basic liability protection is provided at 30 cents per pound per article. Meaning any item damaged would be covered at a maximum of (items weight) X $0.30 = settlement amount for item. This is state mandated minimum protection for household goods. Your own renter's or home-owner's insurance *** offer better coverage and it is recommended to check those options. This is not full coverage, replacement insurance, only $0.30 per pound per article. Specific/full coverage insurance for moving day also exists: one example is www.MovingInsurance.com. Family Moving & Storage has no affiliation with any third-party insurer. If you do have a damage you must file a claim as described below. A damaged item or dissatisfaction with your move does not validate a free move or discounted rate not previously negotiated. All damaged are assessed based on the liability included with your move after a claims form has been supplied and validated by our claims team.
  Summary of Dispute Settlement Program:
  As a household goods transportation company licensed by the ******** ******************** Family Moving & Storage **** will attempt to resolve disputes that might arise the shipper and Family Moving & Storage **** Arbitration is optional and not required under Federal Law. Arbitration is an alternative to courtroom litigation. It provides each party of the dispute to present their case and allows a neutral third party arbitrator to make a decision as to the merits of each side case. 
  Applicable costs: Each party is responsible for their own costs associated with arbitration. A benefit to the arbitration alternative *** be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs associated with securing the arbitrator and 100% of their own expenses, including but not limited to attorney fees.
  Legal effects: If the arbitration alternative is chosen, then any decision made by the arbitrator *** be binding. Additionally, an arbitration decision *** not be appealed in a court of law. Please go to www.jamsadr.com for more information.
  By E-signing, Customer was provided Ill.C.C. required Consumer brochure - Consumer Guide.
  At Family Moving & Storage, our dedication to quality and commitment to excellence make us an industry leader in full service relocation.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20147852
  
  I am rejecting this response because I never ever said anything along the lines of what the business is claiming. I am not surprised by the level of lies. 
  This is a horrible company and they should not be allowed to even be in business. 
  
  *********************

• Initial Complaint

  Date:06/01/2023

  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 5/27 I set up a move with ******** two weeks in advance. The movers were 3 hours late. The movers arrived very rude, told me they would not move half of my things because it was against policy which it is not as I have a copy. The movers made me sign a damage form then proceeded to move my items very roughly creating damage. They made 4 women move stuff into our own cars stating they would not take miscellaneous items like printer in a box and Christmas tree in a box. They made me carry some of my own items to the truck. They were very rude and would not speak English, proceeded to wrap my items/ place items in boxes without my permission because they wanted to charge me $20 per item. They cussed at my family members upon arrival to the new location which took them very long to get to. I was honestly scarred of these guys and they were very sketchy. Be careful who you allow into your personal spaces to move you. I will do more research next time. The police almost had to get involved because they wouldnt move certain items then they never reassembled my furniture, which was part of the service I paid for. They also piled all furniture into a giant pile and did not set it up appropriately, and they did not listen to direction on where to place items. This is a terrible company and honestly unsafe.

  Business Response

  Date: 06/16/2023

  All three crew members that performed services speak a different language as their first language. We employ all races and creeds of people. We were not aware the client had any complains about her move as she's never contacted us to let us know. If she would like to file a claim for dissatisfactions she can do so by sending an email to ************************************************************** as suggested in her contract. We are aware that the crew arrived delayed and we'd be more than happy to work something out with the customer for us not arriving as planned. 

• Initial Complaint

  Date:04/24/2023

  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.

  ******** manager Originally quoted $675 3 and a 1/2 hours with 3 men. I end up paying $ *****. This was not correct, not even close! I also had originally asked the manager are there any additional fees? Manager ******** stated NO. The movers get there and they tell me right away it's not going to be that price. They stated they're always misquoting and not a little but by a lot to many people so the customers end up getting irate with the poor movers. I want to say the ones who labored, the movers themselves did a good job. DO NOT USE THIS COMPANY THEY ARE NOT HONEST, THEY HAVE NO INTEGRITY.

  Business Response

  Date: 05/02/2023

  This client scheduled our services without providing detailed information about their move. A ballpark quote was provided and explained over the phone and via email. The client was informed before the move, by the moving team, that the ballpark quote was wrong and she still wanted to go ahead with the move. Once the move was finished the client did call into the office wanting a discount because the estimate wasn't accurate. We explained that we can't discount a move because the estimate was off and she became irate and said she'd slander us on the internet unless she got a discount.
  A copy of the reservation she had with us can be supplied upon request, which clearly shows no article list or suggests, under any circumstance, that we provide flat rate moving prices. At this time we will not be discounting our services because the client didn't understand the service order she signed off on before the move took place and is now falsifying information about what we discussed before their move took place. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19975948
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/03/2023

  Hello,

   I spoke to ******** 2 or 3 times over the phone and I asked her specifically on the last call. Are there any additional fees? Will I have to pay anymore? She specifically stated NO. As soon as my movers arrived o the men got there, they pulled me to the side right away and said I'm letting you know, this is not the price you're gonna pay? It's gonna be a lot more. "This company is always misquoting on purpose to get you to go with them". 

   My only fault was I didn't look at the reviews ahead of time because I was super busy and I talked to other movers and they were specific about items and things like.  ******** started asking about items but then she stopped, and the fact that she stated she's been doing this for 19 years she should know what questions to ask to do her job accurately - to get as close to the quote as possible.  I can understand if this didn't happen before and maybe If she were NEW but this is not the case.   Looking at the other complaints on about this company they state the same thing that they were misquoted and had to pay way more. We are working class people we need accurate or close to. We don't have extra money, that's why we call for an expected price. Lastly, the fact that their own movers state that they are always quoting low prices and are way off is another factor. This is not only for myself, but for past customers and I don't want this to happen to future customers this should not be allowed.

  Business Response

  Date: 05/04/2023

  This client was not told any of that information from our sales manager ********. ******** went over the pricing and explained how the hourly charge worked several times. The information ******** explained is also on the reservation the client signed off on. Never once did ******** promise any specific price she'd pay or claim that the client would pay anything other than the amount of time she used. At this point we really aren't sure what to do because the client stated she was happy with the men and service just not with the quote. Services were rendered as scheduled and the client was overall happy with the team and the move- just not the quote. We do not provide guaranteed price moves but we do guarantee the overall structure of the reservation, such as hourly rate. The client was estimated to need 3.5 hours and used 6. This is why her price went up. We did not intentionally give her a 3.5 hour estimate if we knew she needed 6 hours. Either way, we wish her the best of luck in the future but we will not be providing any discounts for misinterpreting our service and falsifying information about the conversations she had with our sales manager. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19975948
  
  I am rejecting this response because: they are not only dishonest, rude and have no customer service. We had to help the movers unload our things during the move so it wouldn't go over the 6 hours otherwise we would of had to pay even more.  I called other companies and they stated the price they quote is what you pay and nothing else more unless you add items which we did not. This is not satisfactory as the movers also  stated they always have issues with clients yelling at them, being upset with them because they were misquoted. My personal experience is not an isolated issue. This company, has done this time and time again. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/05/2023

  Please see verbiage attached to our reservation / estimate / order. This was on all the information we provided the client. She stated to us over the phone that she read and agreed to the order. Had we realized she didn't read or agree to the order we wouldn't have come out to perform the services. We do not provide binding estimates nor claim to. 

  How Your Move is Billed: 
  Intrastate or intercity (commonly called 'local') moves are billed by labor time. There is a 2 hour minimum for any local move and a one-time travel fee. The travel fee is to cover the dispatch of men and fuel to and from our headquarters to your first location, and from your final location. The travel fee is not related to the time in between your first and second locations: This time is simply billed as part of the hourly labor total. We do not charge extra for additional drop-off or pick-up locations but please keep in mind this *** result in a change to your travel fee if not previously mentioned. Beyond the 2 hour minimum, man-hours are prorated to the nearest 15 minutes.
  Please note that significant discrepancies between the goods on your estimate and the goods as found by the ******* the day of your move *** result in a written revised estimate at that time. Other factors which *** result in a revised estimate include acts of God, building policies or condo association bylaws which were not disclosed before move day, complications arising construction or maintenance by third parties in hallways, alleyways or public streets.
  It is strongly recommended that you bear in mind these possible compounding factors, advise us of such factors, make necessary inquiries and arrangements before your move day, and generally budget more time than you think you might need on move day. Estimates, even revised estimates, are not binding: You will be billed for the actual amount of time your move takes from start to finish. All moves are scheduled with an arrival ************* of service. The arrival time is the estimated time the men are to arrive at your first listed location and is usually a one to three hour window. It is our objective to arrive on time for each and every client and we will do our best to keep communications open in the event of a delay or earlier arrival time.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19975948
  
  I am rejecting this response because: it is no where near satisfactory. I don't know how they have stayed in business this long with all the complaints and how they run their business. There is no integrity here, it shows from the top no one is making the necessary steps to change how they manage and give quotes. This company does not care about customer satisfaction. They only want numbers and money, which is very sad. Let me ask this question? How do you want to be treated if you're put in this scenario?  With complete honesty and and respect...this company is not going to thrive.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/08/2023

  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.

  - From pick up to drive to drop off one of the movers, ****, was incredibly disrespectful to me, my aunt, and my father. He referred to me as a child. - The movers were 50min late from the allowed pick up time (9am-11am). - The movers left the pick up address at 1:15 and arrived at ************** at 3:58. That is 2 hours and 43min for a trip that takes a *** of 1 hour and 30min.- My father and I brought everything in ourselves. Neither mover bothered to even bring up so much as a cushion to my unit. My father and I could have been seriously injured. It was extremely dangerous for them to leave us there. - The furniture is damaged because **************** tore all of the packaging off of my couch and cut the couch with his knife. All pictures are below. It won't allow me to upload the video - The movers supervisor could not manage his movers and ignored my calls regularly. He tried to turn the issue on me.

  Business Response

  Date: 03/28/2023

  We were working with the client and he initially agreed to a $200.00 settlement. When we attempted to send him the settlement via Zelle he declined the payment and we have since not spoken with him despite sending an email trying to see what happened. Either way if you could please re-open the complaint as responded that would be greatly appreciated. We were recently all hit with a flu like bug in the office and our need to respond went unnoticed until now. Thank you. 
  Regards,
  Customer Relations & ***************** || Family Moving & Storage, ****

• Initial Complaint

  Date:10/16/2022

  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.

  Movers hired on sept 18th. They showed up late and argued with me about wrapping.I told them they did not need to wrap certain items and they wrapped them still wasting money. I was quoted one price and due to the excessive extra wrapping I was charged extra which I did not agree to. As I began to organize stuff I realized furniture was not put together as stated, backwards, leaving items at the other place. Then noticed dents i the walls and damaged bed frames and dressers. One bed frame is cracked, the others is chipped. One bed got a hole in it and usb covering came off. They broke a bookshelf and damaged a couch that was wrapped. That told me that they cannot honor anything since it is used and they do not know if it was previously like that. I was not happy with all the extra wrapping that was used on pillows and other items that did not need it. When I called up to be discuss this issue they would not and I apologized and they said they would follow back up and never did. I called back. I will have to attach the contract in an email and my bank showing an Apple Pay to a friend who paid them over what was quoted

  Business Response

  Date: 10/18/2022

  We've apologized many times to the client that she did not receive the services she expected. Initially the client was very upset that the men wrapped a few items she did not want wrapped and she wanted someone to come back out to put her sofa back together correctly and be refunded for her overages. We explained that we couldn't refund her overages and we were looking into sorting out how to address the issue with items not being assembled correctly. While management was out of the office, the client called in over 15 times. During the phone calls the client was crying, swearing, calling our staff names, and being generally belligerent. She was told that she couldn't be helped until a manager returned in a day or two and continued to call, obviously intoxicated, for the next 2 hours, leaving voicemails when the staff was busy assisting other clients. After that, we concluded that there was no way we could send out a crew to reassemble items and risk exposing them to that type of erratic behavior. Once the client was informed that we wouldn't send the team back out she proceeded to claim that there was damage to items she never made mention to before. All the photos the client sent in are of very, very used furniture. The damages 'pointed out' in the photos are almost impossible to differentiate as there is existing damage all over almost all the pieces. Due to the previously unknown condition of the items and the way the client has treated and communicated with our staff, we can't honor her claims. 

• Initial Complaint

  Date:10/16/2022

  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 booked this company for a move on 9/30/22. My roommate booked a separate move for the same date, for a different delivery location. She was scheduled to start between 2-4pm, I was scheduled to start between 4-6pm. We were both quoted at $400 for 2 hour each. We called the company multiple times that day and were continuously told our time was being pushed back.Eventually, a manager called my roommate and offered to combine our move for $500. We agreed. The movers showed up at 8:30pm.The movers told us they could not honor the deal. I asked to speak to a manager and he told me over the phone "We will solve this later." The movers acted inappropriately, making my roommate pick up dinner for them and asking us to help with the heavy lifting. They finished moving me in at 1am, after waking up my neighbors. I was charge $555, $155 more than my estimate and $305 more than my was supposed to be with the deal we were promised. I was charged extra for the 2nd floor, but floor charges are specially not include in the contract. The mover excused the tired person I was moving with of being on drugs. When my Zelle didn't work they forced me to borrow cash from both my new roommates in order to pay.The person I moved out with and I are two young single women, we were taken advantage of and made very uncomfortable. I called two weeks ago asking for my change and a recipe, I was never contacted again. I will reach out again this week and request copies all my contracts.

  Business Response

  Date: 09/26/2023

  see attachment