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:03/23/2025

  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.

  Michaels movers were hired out to complete my move from ***** ** to ******** **. They came and picked up my items 5/18/24. We were quoted for the items to arrive on 6/7/24 but no one arrived. No one from the company would return our calls. Once we contacted the police to file a claim, we were notified by the police that our items were part of a truck fire. Within a week we were finally notified of the fire and were informed that the items were a complete loss. Our items finally arrived 7/16/2025 and nothing was salvageable. The insurance company offered $900 for our loss so we requested a refund. No one had contacted us back other than ***************** (the company who hired Michaels Movers) stated that they were still waiting to hear from Michaels Movers. After posting a negative ****** review of my situation, Michaels Movers finally contacted me back but requested I remove the ****** review before proceeding forward with discussing the case with their insurance company. It has now been almost a year while both companies have shifted blame on to each other with no resolution for the consumer. Michaels Movers have now resorted to extortion of their consumers to improve their reviews without fixing the situation at hand.I also have more photos of the damaged items if needed as well. Most of the items that were in the truck are missing and were considered by the company a complete loss without myself or my spouse having set eyes on these items.

  Customer Answer

  Date: 04/03/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 04/22/2025

  According to the valuation coverage selected by the customer our claims department did offer that coverage amount however it was rejected by the customer. She was also advised to submit a claim with the carrier she contracted with. 

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:07/09/2024

  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.

  The grand total quote we were given for a move to storage+1 week storage+move from storage was ~$1200, but the total ended up being ~$2,600. There were many expenses undisclosed upfront which included packing materials we didn't know were required such as shrink wrap for all of our unboxed items, such as plastic containers, and tons of tape despite our things already being packed and taped and a 2 hour flat fee for unloading our stuff at the storage facility. The start time was listed as 11:30 am, but I did not get a call from the movers saying they had arrived until 12:40 pm, we were charged an hour for travel so this does not include travel time. Movers spent a great deal of time disassembling all of our furniture and lamps despite being able to fit through the doorway (previous movers carried all furniture into the same apartment with no disassembling required).When we brought this up with the company, we were told that we only listed 33 items on our quote and we ended up having 90. However, I was told on the phone small items wouldn't make a large difference in the quote and larger items such as furniture were the most important. I do not feel that the items missed on the quote should have resulted in over a 100% increase from the quote. Their inventory of our actual items is also padded by them counting our furniture into multiple pieces but only counting it as one on the quote (for example we only have 1 futon but this is listed as 4 items on their sheet and we don't have any wardrobes, these are boxes they put our bags into). We were under the impression that the quote is based on their estimate of a 2 bedroom move, given they have been in business for over 30 years and should know the average time it takes for this. We were not told that the quote was completely reliant upon us to giving an exact inventory of our entire apartment. We also had several mugs and other ceramic items shattered from the movers throwing around boxes.

  

  Business Response

  Date: 07/09/2024

  We explain that phone estimates are just that estimates if a customer forgets to disclose items to us or stops etc we explain that everything is done by the hour and the exact cost will be determined at the end of the move. All of our documents quotes etc state that no packing materials or packing labor is included in the quote u less requested.  We offer a variety of services that we do not disclose such as crating, unpacking, international moves etc unless requested by the customer.  Our sales people are all trained to get all the information and customer needs, unfortunately customers under estimate or forget items therefore increasing the cost, storage size etc. 

• Initial Complaint

  Date:03/14/2023

  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.

  Ion 2/22/23 *** quoted me verbally $500-$600 for my move. On 3/4/23 I was over charged $200 for service not rendered (storage fee). And quote did not specify charges made by them. *** quoted me $169/ hr and on the day of service, I was charged for extra hours not worked. They said its a minimum of 3 hours-*** did not verbalize or not quoted upon agreeing to use this company. The job took 2 hours-11am-1p. I paid $169 with debit card and $800 cash including tip of $157 TOTAL OF $969. Refund: $369.

  

  Business Response

  Date: 03/14/2023

  *** quoted this move as an estimate to be done by the hour. We do our beat over the phone to try and get all the information from our clinets as to exactly what services are needed and how much is to be moved. Your list given to *** was way less than what our movers actually moved. They worked very hard and still got the move done quickly. We will review the bill again but all the signatires are time stamped and dated.

• Initial Complaint

  Date:12/05/2022

  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.

  09/11/22 Incident on ********** in Lakeview, *******, ** The moving truck backed into my vehicle. This incident caused me a lot of stress and frustration and really shook me up and scared me, to say the least, in addition to the significant damage done to my vehicle as a direct result of the grossly negligent actions of *********************** and its agents and employees.

  

  Business Response

  Date: 12/06/2022

  This claim is being investigated by our insurance clan in as fraud. Our driver has witnesses stating the driver hit ** and left while we were parked.