ComplaintsforH2H Movers, Inc.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told based on the info given the move would likely take 2hr but I requested it be over estimated to be 3-3.5 hr, it ended up taking 5hr. When I received the confirmation call for my 4/22 move I explicitly requested all info & any details I needed to complete be sent to me via email; they never were, now causing issues with filing claims on damaged items. Day of move I received a call stating my movers would be arriving 30min EARLY to the scheduled time but they arrived 30min which caused an issue with my building as I notified them we have strict elevator reservations. It took them 2hr to pack up, but 3 hours to unload, the elevator/distance to move items from the loading dock in both buildings are similar, it should have not taken extra time. I expressed concern on timing because there was a period where things were not being moved into the apartment but was told not to worry about it. I felt as if they were slowing down while I was eating lunch/not watching them closely to to prolong time/increase rate as they were previously moving very efficiently. I ended up having to pay for extra time. I damaged items, when I reached out for info I was told that things get damaged in the moving process (understandable) but these damages were caused by negligence. Upon delivery these items werent packed well, they thrown in a large box with their tools, a faux plant and misc items; they likely wouldnt have be damaged if they were packed with caution. I shared this info with them & was first offered a flat rate payment that would barely cover the cost of one of these items before learning I did not have the full insurance I had told her I would opt in for the additional fee to cover on the call because I wouldve needed to apply for that through an external company, the information that was never sent post confirmation call. I clearly will not be getting the outcome Im looking for considering they never gave me the full insurance info & have been less than concerned.

  

  Business response

  06/02/2023

  The issue with this customer has been resolved.

  Customer response

  06/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Blocked from filing a claim on insurance due to, in H2H's words, the way the truck was packed, and that our quote did not exactly match the contents of the truck. I reject that this has any bearing on wether or not we should be allowed to file a damage claim based on the way the movers handled our belongings once they were out of the truck.This fact notwithstanding we all observed the brusque and careless way the employees of this company handled my belongings and the three of us who hired them for this job all firmly believe the way they handled our belongings contributed to the damage our furniture received.

  Customer response

  10/25/2022

   
  Complaint: 18135332
  
  I am rejecting this response because ultimately it seems to be coming down to hearsay. I wholly reject that I in any way "scammed" this organization- my bill was paid in full and I tipped the entire crew above industry average- despite arriving egregiously late, and their smarmy & unprofessional demeanor and behavior. I will again state that I merely tried to utilize the insurance provided by the terms of the agreement that I entered into with this organization and they have fully denied my ability to claim against that policy, a practice I feel has been done in bad faith.

  Despite it clearly being laid out that I was paying a group of individuals for their time, there seems to be a huge misconception on behalf of H2H in terms of how this plays out in the real world, and H2H continues to argue against a bill of lading, where, in fact, for the purpose they were hired a bill of lading is something merely helpful to establish a scope of work and should not in any way set a hard limit for the labor that could occur on the job. I'll again highlight I communicated to H2H that my bill of lading was an estimate and requested H2H to reach out at a prescribed time to clarify this, and they never followed up with me.

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

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: 07/16/2022 Amount Paid: $1500 Although they were quick, they were not careful at all. One of the movers dropped my a dining room chair and significantly damaged it. They damaged the side of my sectional, and the walls of my home. The movers were VERY apologetic to my face and told me to call the office to get these issues resolved. Upon calling the office, they claimed that the movers said they did not damage anything, and that I would have to file a claim with their insurance (which only covers 30 cents a pound.)I don't mind if something gets damaged, that's always a risk when you move. But to lie and say it wasn't damaged, and then to offer 30 cents a pound as compensation is unbelievable to me and extremely unprofessional. I would not recommend this company to anyone.

  

  Business response

  08/10/2022

  This has been resolved. 

  Customer response

  08/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Driver was reckless hit my side mirror. Got out and was rude yelling at me. I was in a parking spot with a friend. Driver never honked or let anyone know he was passing by so close as to hit my car . He could have asked the car in the road to move. I called the office the woman was rude and threatened me. This tells what type of company this is.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May 2021, Ive contacted H2H Movers, got a quote, and scheduled our move for June 26th. We then decided that bringing our bed frame was not worth it in that it increased our cubic feet total, adding $450 dolars, and causing us to get a larger shuttle, costing us another $150. On June 24th, more than 48 hours before the move (their deadline for inventory changes), Ive updated the inventory, emailed ************** (manager) and ****************** (sales representative, no longer works at H2H), and, getting no response over the phone, left them a voicemail. On the scheduled day, they picked our furniture and put them in storage as we requested. After the move finished, we realized that we were charged for the previous quote, which included our bed frame. In other words, we were charged $600 more than we were supposed to. I reached out to the company and provided any documentation that they requested, but could not resolve this issue.

  

  Business response

  09/01/2021

  Ali, 

   

  I had sent you an email with the resolution. Was it not satisfactory? What is it that you are looking for? 

   

  Please let me know. 

  Customer response

  09/03/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ali Kulez

• Initial Complaint

  06/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charged us $****** for travel expenses when the move was only 3 miles away. They also charged ****** for supplies. They already are ****** per hour.They were supposed to arrive at 11AM but did not arrive until 5:30pm.

  

  Business response

  07/14/2021

  Dear Bibi, 

   

  I am sorry you were not satisfied with the charges. Travel fee is a one time charge that covers movers expenses to come out to you and then go back to parking lot from your final destination. It is equal to half an hour of labor anywhere in the ***************. Every single licensed moving company has a travel fee. Drive time between pick up and delivery is counted as labor time and is based on the actual time movers drive. 

   

  I don't find your name in the reservation and assume it was not you who gathered a quote, We go over the charges and disclose everything over the phone AND in email. If you can please let me know the name on the reservation, I will happily send you a recording (if the quote was one over the phone) or send you a screen shot of your quote where we disclose everything in details. 

   

  Please let me know if you have ay other questions or concerns. 

   

  Sincerely 

   

  Lyuda

  Customer response

  08/30/2021

   
  Complaint:
  
  I am rejecting this response because:

  15585971 My daughter did the reservation, but the Credit card that was used was my credit card. This **** was too much compared to the other movers we used after your company. First of all , the initial arrival promised was 11 am then moved to 2pm . Your truck arrived between 4:30 pm to 5pm. Materials used the plastic, etc, your movers charged a lot, while the other 2 movers we hired after your company did not charge materials used, plastic etc. (?) The travel charge was also way too high in comparison to the other 2 movers. The $200 tip was too much for me, I am a retired person. Pls. refund half of the 3 things I mentioned in question. I would like very much to RESOLVE These issues. Daughters name ***************************************.

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

  

  Business response

  09/16/2021

  Didi,

   

  Money is a concern for all of us. The rates were disclosed upfront. We talked about it over the phone with your daughter, we emailed the rates. We discussed the hourly rate, the travel fee, the additional charge fees. If you wanted a cheap moving company, there were tons of options. But your daughter had decided to not go with the cheap moving company but with the good moving company, good moving companies charge a little more. Why? Because we invest a lot into movers training and qualifications and their loyalty. Are you aware that we did not higher any one since 2017 and majority of our movers have worked with us since 2015? This is how we guarantee the good service.

  Online quotes are just a general idea of what we think the move will take based on provided information. The **** is based on the actual time movers work and supplies used. The length of the move depends on the list of items to be moved, how well the customer is prepared for the move, walking distances, drive time and etc. So regardless of who you go with and what quote is given, you always pay for the actuals. If your complain was about movers being slow and not efficient - understandable. But your complain is the actual charges, which once again were disclosed. I am sure when you go to Wholefoods you are not complaining about their milk cost of $6 when ******* sells it for $2.99. Am I right? 

   

  The company was transparent from the very beginning. More over we called your daughter 7 days and 2 days before the move to go over the policies, procedures and everything else that she needed to get her prepared for the move. We also asked her to give us updates in case she has more.  The movers arrived, they worked hard to be fast and efficient and they did all they could to complete the job in a fastest possible way given the circumstances. 

   

  Is it really fair to demand a refund from a moving company just because? 

   

  If you think the refund is valid, please email me directly at ******************************** and I will send you a settlement agreement. BBB emails are going to promotion folder and I would like to take care of this issue ASAP. However, that will unfortunately mean that we will no longer be helping your daughter should she need to move again. 

   

  I am praying for your understanding! 

   

  Please kindly let me know. 

   

  Customer response

  09/16/2021

   
  Complaint: 15585971
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I looked at several different moving companies and this one gave me the lowest estimate: 4 man team would complete the job for $between $974 and $1150. Other companies recommended a 5 man team for $1400 which was more realistic. On the day of the move the ******* notifies me that they now only have a 3 man team so the time required for the move was going to be substantially longer and my estimate was now up to $2,100. If you decide to cancel the same-day for an issue like that they make you pay for several hours anyways and I needed to be out that day. Then after moving my stuff they said they "used over 50 boxes" so my cost was up to $2,590. I saved and counted all of the boxes. They used 39, not 50. When I contacted a manager about this they said they would call me back and never got back to me.

  

  Business response

  05/31/2021

  When the quote was provided, it was based on the inventory given. We did quote you for a crew of 4 men and a truck. The boys are working nonstop for days and unfortunately, sometimes it does happen that someone does not show up for work. Unfortunately, it was the case with your job. We could have got to a ********** to pick up a day laborer but we do not do that. We work with our guys only and this is how we can guarantee the quality. With 3 men the job does take longer but the hourly rate is lower. Other companies may have quoted you for whatever amount but it does not mean that it would be just that.

   

  The final **** is based on the actual time movers work and supplies used. Sometimes it does come up to be more than quoted, sometimes less.
  
  If we were working slow, movers were hiding in a truck and not carrying the items, I would understand your concern. However, it does not seem like this is the issue. Only the charges are.
  
  The preparation of your furniture does take the longest time. You had a lot of items that had glass and therefore we had to take the time to protect the items to make sure they travel safely.
  
  Regardless of anything, what resolution are you looking for? What can I do to fix this issue to your satisfaction?

  Customer response

  06/02/2021

   
  Complaint: 15502354
  
  Yes your company has mentioned before this assertion: that you think only mover laziness is a poor business practice and anything else that your company does wrong isn't important. I think it is a poor business practice to make the customer financially responsible when less men show up for a job then that reserved by the customer. I also was told by the ********************** that they used over 50 boxes and that that contributed to the increase in price. One of your managers said this as well when I was speaking to him about the increase in price. No itemized receipt was ever provided. There was only an estimate prior to the move about predicted costs which itself did not mention the number of boxes. I saved and counted all of the boxes and only 37 were used (39 if you count pieces of cardboard taped to mirrors as "boxes such as the picture attached). When I pointed this out to your company you then changed the story and said that when you said over 50 boxes were used it was a "figure of speech". You guys then said I was only charged for 41 boxes. Since no itemized receipt was provided after the move you guys are able to say whatever you want. It is my belief that I was overcharged for the number of boxes by at least 11 boxes and I would like to be refunded the amount I was overcharged. I think overcharging the customer in regards to how many boxes used is a poor business practice. If you are going to assert that I was only charged for 41 please show me the itemized receipt so I can see how the estimate went from #$1149 to >$2,400 without extra boxes contributing. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/22/2021

  ******, 

   

  Less movers means more hours but also lesser hourly rate. Which means the 4 men would work 5 hours vs 4 and that would not change your **** by much. the only reason why the manager said 50 is because he calculated wardrobe boxes and just rounded up. He was not giving you the detailed breakdown of your ****, you guys were discussing the difference in quote vs ****. So I am not really sure why you keep insisting like we charged you for all 50.  And the difference is because you had more and therefore you were charged more. We spent way more on packing supplies because you had more to pack. that s the bottom line of it. 

   

  I will offer you $300 as a curtesy, this will be my very fair and the final offer. 

   

  Please let me know if you will kindly accept it. 

   

  Sincerely, 

   

  Lyuda

   

   

  Customer response

  06/23/2021

   
  Complaint: 15502354
  
  I am rejecting this response because: As I asked previously, please provide me with an itemized receipt. You guys came up with the total somehow and insist that the change in number of boxes you put down did not factor in. Let me see how. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/14/2021

  *******, 

   

  An itemized receipt was sent to you via email. You can also access it by following the link: 

   

  http://pdf-creator.bizonoff-dev.net/pdf/bol-new-***************************-05-19-21-23-50-26.pdf

   

  Let me know if you have any other questions or concerns. 

   

  Sincerely, 

   

  Lyuda

  Customer response

  07/20/2021

   
  Complaint: 15502354
  
  I am rejecting this response because: This feceipt does not add up to the $2,415 I was charged. 945 +120 +***** =2,095. 
  
  Sincerely,
  
  ***************************

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