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:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 used KLICO, LLC dba College Hunks in Naperville to move my 3 bedroom 2.5 bathroom townhouse into a U Pack trailer for a move from Naperville. IL to Tempe, AZ. I spoke with **** ********* about it and received this quote for labor and loading in Naperville:If you decide you would like us to complete the loading service only, the estimate is as follows:2 HUNKS @ $179/hr. X 3hrs. + $50 Travel Fee = $587 Materials:Shrink Wrap - $35/roll Tape - $4/roll Premium Blankets - $25/ea. ($10 refund on each if returned)**** ********* ******************** Manager College H.U.N.K.S. Hauling Junk & Moving | Naperville, IL Office: ************ | Cell: ************ I also reached out and asked for 50 boxes in varied sizes between small, medium and large, packing tape, and bubble wrap, which they provided. I also asked about the $25 fee per blanket and asked if this could be waived if I returned all the blankets in ***** or used their services to unload in *****. I was told this would be worked out and I would not be charged for the use of their blankets. The move took 4.45 hours for 2 guys at $179/HR ($179 x 4.45 =$796.55) plus $50 travel time fee ($796.55 + $50 =$846.55) plus moving supplies. I calculated this to be around a total cost of $1,400 to $1,500. Instead I was charged $2,068.75 incurring $1,222.20 in moving supplies. I have asked for an itemized receipt 3 different times and as of today have not received one. I called and spoke with them regarding the exorbitant pricing as well as texted with ******, one of their managers. No adjustments or resolve to the issue.Besides this a wooden executive desk was damaged by the movers. They removed the 7 drawers and stacked them on top of the desk with no protection. They also dropped the desk down in the garage causing damage which I witnessed. I asked them to put the desk in the garage as I had someone interested in buying it for $500. I have provided them with before and after pictures. Please help. 

  

  Business Response

  Date: 05/11/2025

  **** Contracted us to load her U-pack trailer on the scheduled date of 4/24/25. 
  It is true that the initial estimate provided by **** via email on 4/12/25 was expected to be 3 hours at the 2 Hunk hourly rate of $179 + $50 travel fee, which she referred to it here correctly, however, it is important to know that we bill for actual time and materials used and therefore we only offer estimates, not binding quotes, for local labor services. 

  In his email to ****, **** correctly referred to this as an estimate, providing a ball-park amount of time needed to complete the service **** requested. The actual amount of time needed to complete this service was 4.75 hours (4 hours and 45 minutes), which is what she was billed. 
  In the email **** received for this estimate, **** explained the itemized cost of materials such as tape, shrink wrap, and moving blankets, so this was provided up-front in writing before she scheduled her service. 
  

  On 4/19/25, **** called our office to ask about purchasing additional packing materials directly from us. She was under no obligation to use materials that we provide and could have sought to purchase her materials from any supplier. On that call, it was verbally explained to **** what the cost of each box size is. 
  During this call, she also asked about the cost of moving blankets if they were to be returned to the Tempe, AZ franchise. At that point it was explained that each location is individually owned and that she would need to return them to our location in Naperville, ** in order to receive the $10 per blanket refund when returned. It was also explained that if that was not an option, she would need to contact the Tempe, ** location directly to see if they would be willing to purchase them from her. It was never agreed to or said that they would, or that we would waive the cost of our supplies for her to return them to another location. 
  After hearing an explanation of our packing material prices, she requested an assortment of small, medium, large, and TV boxes, as well as bubble wrap and tape, to get started with packing. That same day we offered the courtesy of delivering those materials to her, at no charge for delivery, and brought them to her home within just a couple hours after she requested them. 
  

  On 4/22/25, **** stopped by our office to request more boxes, tape and bubble wrap for her packing needs, which we provided on the spot and helped load them into her car. She inquired that if any materials were not used, could she return them to us for a credit back. She was told yes, she could, however she never did return any unused materials. 
  All materials provided to **** were properly applied to her service account to be billed for at the time that the service was completed. 
  

  **** claims that by her own calculations she expected a total service cost between $1,400 to $1,500, however, that was never provided by us as a final expected total cost for her service. 
  The attached itemized invoice, which was provided to ****, shows all the materials that were supplied to **** by request, and used by the team to protect her items for transport on the day of the load-up. Also attached is a copy of our legally published tariff with the ***** which illustrates the cost of supplies (Item 73: Materials to Customer for Self-Pack) and man- hours (Item 17: Hourly Rates for Labor and Vehicles..), which we are legally obligated to abide by. 
  Despite our tariff rates, **** was given a discount on bubble wrap and on the TV boxes she used. XL TV Crates under Item 73 reflects that she should've been charged $75 per box, instead **** was billed for just $69 per box. Also, Bubble Wrap, according to our tariff rates, shouldve been .50 cents per foot ($25.00 / 50 feet) according to Item 73 in our tariff, but it was sold to **** at $.35 per foot, which was two rolls of 200 feet each. 
  
  Regarding the damage claim to the wooden desk, our policy for handling such incidents is to investigate the claim by interviewing the team members involved to get all perspectives of any incident. Reports provided by the crew explained that they may have bumped into the banisters on the way down the stairs trying to maneuver the heavy piece. It is also possible they may have set the drawers, which they had to remove before taking it down the stairs, on top of the desk in the garage, however they did not recall doing so and would not have set them in a way that wouldve caused scratches like what was shared. 
  

  Regardless, an attempt to repair the damage to the desk was offered, as is our procedure, unfortunately at that time **** explained that the desk had been picked up for junk removal by another company the next day and was already gone. We did not have a chance to view the desk in person or offer restoration services so that she could still sell it, and so as the desk no longer exists, we are unable to offer measures to correct the damage. 
  

  Furthermore, its observed in the before photo that **** provided in her claim; the desk already has pre-existing scratches from before our team even moved it to the garage, as highlighted in this resubmitted screenshot. Therefore, it cant be known if the would-be buyer declined purchasing it because of scratches that our crew is accused of causing. 
  

  **** was billed according to our rates for the labor and materials she used for her service. We did our best to be transparent up front about what our material costs would be before the materials were provided to her. And despite the questionable pre-existing damage to the desk, we attempted to offer to repair the scratches, but we were not provided with the time to do so before it was disposed of. 
  All of this considered, there is nothing we can offer to **** for a resolution to her claim. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23257660
  
  I am rejecting this response because:
  I am not satisfied with this process or your involvement in helping to resolve this matter.  I should not have paid $600 for blankets to wrap furniture in, they are reusable and can be returned to College Hunks.  The desk they damaged cost me $1,500.  It was in perfect condition before they moved it.  The first picture of the desk I attached was prior to the move.  The second one was afterwards, there were 10 additional scratches that I was unable to attach due to size limits on BBB complaint page.  I was in process of selling desk and had a buyer that was going to pay $500 and declined after he saw all the scratches from the movers.  They are responsible and should be held accountable for this damage.  They owe me $500.  My neighbors came over day before move and saw the desk without any damage as well.  They are willing to be witnesses.  If you would like to speak to them or will allow more pictures Im happy to send.  Just let me know.  I moved from IL to AZ.  I had a flight from ***** the day after movers loaded UPack trailer.  My landlord to townhouse also had new tenants moving in on Saturday after move.  The desk had to be removed from the garage.  There was no time for repairs, etc.
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 06/04/2025

  It is regrettable that **** did not have a more positive experience using our services, however the fact remains that the cost of the materials and moving pads was explained upfront when she asked about them, and the expectation was set that the team would be using our pads to wrap her items. There was no sleight of hand involved here and we only charged for what was used. Had the team not wrapped and protected her items for traveling in the 3rd party vessel the outcome would have resulted in wide-spread damage of everything inside the U-pack container.

  Our pad return policy is to charge the full cost of pads up front ($25 per pad) and when returned, regardless of time kept, there is a -$10 per pad refund. However, we will do better than that, if **** is able to return our property to our Naperville IL location where she purchased them, we will refund the full $25 per pad cost. According to our invoice she has x10 pads that we will need to receive back for a full refund of the $250 charge.

  If this is not an option for ****, as it was explained upfront, she is welcome to contact the Arizona College Hunks location to inquire about them purchasing the pads back from her, however each location is independently owned and we cannot guarantee they will offer the same price back as we do.

  Regarding the damaged table, we will offer a reimbursement of $130, as that is approximate cost of what a restoration to like condition would have cost had she not disposed of the desk before we had a chance to view it and offer a refurbishment option.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23257660
  
  I am rejecting this response because:

  I am happy with the $25 per blanket reimbursement offered and accept this.  I will figure out and let you know if I will be returning them to Naperville or working something out here with the location in **********.  
  

  I still need to be reimbursed $135 for the 15 felt blankets I was charged $9 a piece for too.  How do you want to proceed, please advise?

  I Posted the desk, not a table, on Offer Up for almost 2 months before I found a buyer for it that agreed to $500.  It was all set up and scheduled for pickup on Friday after my move.  Due to the movers damaging it the buyer said no and did not purchase it.  I need to be compensated in full for this.  It is lost  money for me.  College Hunks was fully aware I was under a tight timing deadline and was flying back to AZ on Saturday.  There was no storage space or time for furniture repair.  That option was never agreed upon nor is it anywhere in the moving contract I signed off on.  The least amount Im willing to accept is $400.

  Kindly let me know of your response ASAP.  Thank you.

  *The invoice file is too large to attach showing felt blanket fees.  Happy to provide copy another way if needed.

  Sincerely,

  **** ****

  

  Business Response

  Date: 06/12/2025

  I don't recall the felt pads being brought up in the initial claim, but if **** is able to return x9 felt pads and x10 regular moving pads, specifically to our Naperville, IL location, we will refund the full $385 upon collection of all 19 pads ($135 felt pads + $250 moving pads).

  We will not pay more than $150 toward reimbursement for the desk. There are scratches on the desk seen in the original photo from before the team touched it. The team does not corroborate the same scenario as what **** described happened with the desk being moved to the garage. We did not have opportunity to rectify the situation by means of restoration before it was hauled away, and while **** says we never had it written in any agreement that we would need time to repair it if damaged, conversely, we also never had any agreement to purchase the desk which (no longer exists) at the asking selling price.

  Customer Answer

  Date: 06/17/2025

   
  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

  Date:02/02/2025

  Type:Billing 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.

  No proper lifting equipment.. damaged my rototiller by placing it on end. Damaged walls. Broke boxes labeled fragile. Put boxes in my garage on wet flooring. Threw random clothing onto floor of garage. Broke my desk and tried to hide the evidence by putting the broken trim behind the desk. Completely broke a dresser. Left another dresser smack dab in the middle of my bedroom. Misplaced parts to bed frames. Instructions were to put everything furniture related in the home and boxes on right side of garage where it was dry. Instead, the lines it all in front of the garage so I couldn't pull my car in. Broke shelves inside my large refrigerator. My children's fabric headboards were slathered with mud. Mattresses muddy. I could go on...I've reached out multiple times with no resolution. Good kids, but they are not given proper equipment, nor are they careful with your belongings. Fragile means fragile. Don't stack boxes on top of fragile boxes.   

  

  Business Response

  Date: 02/04/2025

  All information and responses pertaining to this claim are addressed in the docx file named "****** ***** Claim Report".

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22888658
  
  I am rejecting this response because: 

  I reject their response, as nothing has been remedied to date. I'd like the complaint to remain open.  Thank you!

  
  

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

  

  Business Response

  Date: 03/03/2025

  Hi ******, I'm more than happy to offer a fair resolution to the concerns that you have brought to our attention. There were obviously some things that happened during the move that I would classify as sensitive. Under the law provided by the State of Illinois, we are legally obligated to resolve according to $0.30/lb./article damaged - for which you agreed to by your signature on the bill of lading. I'd even be willing to go a little bit above that as a courtesy, but like I said, it has to be fair.
  
  
  You have to remember that with that very large pile in the garage, most of what we had to move was not appropriately prepared for transport. You also weren't at your ex-husband's house where we picked everything up where he made comments about carelessly handling your items. I really want to help you, but it has to be fair considering the circumstances.
  
  
  You mention the generous tip you left for the crew, which they are all extremely grateful for. However, I must say, in the extremely rare instances where my team performs THIS poorly as you are claiming, they don't receive ANY tip, much less a tip like you are describing.
  
  
  Please let me know what you think is a fair resolution for the damages with regard to the context of the move and I will promise to work with you from there!

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22888658
  
  I am rejecting this response because: The matter is still not resolved.  They're trying to negotiate a reimbursement rate based on eight of items damaged. I'm upset about that since they're large heavy and unable to be properly weighed.
  
  Sincerely,
  
  ****** *****