Complaints

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

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  Town & Country Moving & Storage

  81 Santilli Hwy Everett, MA 02149

• 

  Town & Country Moving & Storage

  216 Quequechan St Fall River, MA 02723-6107

• 

  Town & Country Moving & Storage

  435 Shirley Street #18 Winthrop, MA 02152

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:11/07/2024

  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 were quoted $500 for a very simple two bedroom move. When we booked it, we warned the company that we were a third floor walk up heading to a place down the street in the same town that also had a lot of ********** of move, after being almost 45 minutes late, the first guy came independently and was completely out of shape and couldnt lift anything without breathing, heavily, cough, coughing, and complaining constantly that this is not what he does at all. He literally wasnt even a mover. Eventually second guy showed up in not a company truck, but rented U-Haul. Well, he clearly knew what he was doing, the first guy was so bad that he could barely do anything at all, was extremely rude and complained the entire time including spending nearly 20 min in the bathroom in between countless breaks. I called owner, he assured me that a third guy was on the way. After he was lost, he finally showed up and eventually developed a limp so he wasnt much help after a couple of hours.I called the company to see what was going on, the owner said that it was normal to take 2 to 3 hours to load our two bedroom apartment. When they got to our new address, they damaged several items and continued struggling on the stairs, as the only one who was in shape, was relegated to unpacking the truck. The owner then texted me that cash was due at the end of the move, something which we had no idea about during the booking process. He also texted me that it would cost almost $800 so I asked if we could discuss this and then he proceeded to yell at me on the phone and hang up and then refuse to pick up either my or my wifes calls.Because I had texted photos of the damage to the business owner, his employees then refused to continue any of the work and also refuse to leave until we paid them so my wife handed them the cash just to get them to leave. They did not move the heaviest items that was the entire reason for booking the move, they instead damaged them.

  Business Response

  Date: 11/23/2024

  1. Arrival was set between 9-10am with Mrs. ********** movers arrived before 10am.

  2. As you can see from Mr. ****** attachments, there was only discussion of the 3rd flr walkdown, never the logistics at destination. Again, all communication was through Mrs. ************* The ****** neglected to detail the ** **** stairs to the front of the home, an additional flight across the front of the property and a spiral staircase inside their new home. Even with my 30 yrs experience, this is an extraordinary amount of stairs that was never divulged. I do not know of any normal person that would purposefully hide that information. So, I decided to send a 3rd *** at NO CHARGE.

  4. There was very little communication with Mr. **** through our office and there was absolutely no yelling..No reason to.

  5. Mr. **** had his wife handle the entire move except for a couple of texts. Most men handle the move. He only showed up at the very end.

  6. At the time of booking, it was explicitly expressed that movers charge by the hour. This estimate was given over the phone to Mrs. **** before we learned of the extraordinary amount of stairs at their new home.

  7. We were paid $700...the total price was $795. The ****** still have a balance of $95

  8. Attached is a photo of the ****** new home. Please note the stairs to the right, the stairs on the front porch and the delivery was behind the home.
  

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Last Minute Movers moved my husband and I from our condo in Dorchester, ** to our house in ******, ** on 8/22/22. During the move our cement top kitchen table was damaged. My husband made several phone calls to the company that were eventually no longer answered. I called, and was given the phone number to owner (******* ************). I spoke with ******* on the phone and he asked that I send pictures of the damage. Pictures sent on 8/27 at 8:02am. 8/29 follow up text due to no response, told he would not be able to address it until after Labor day and that he only has someone come in to deal with these types of issues once a month on the 7th. 9/8 4:26 pm did not hear back as we were told we would, told person in office would be in on 9/9 ******* would call after his meeting. 9/12 8:59 am via text no return call as promised, told ******* we would file compliant with Better Business Bureau. We were told the process takes time and that his meeting was pushed until today at 4 pm (9/12) and that we would hear back the following afternoon. Asked for manufacturer of table, info given. 9/13 told we would receive $60 for damage, we suggested $100, said he would take it to the company to review tomorrow. 9/19 says $100 was approved, asked for email to send release and once returned would send money order. Email provided. 9/27 asked for update on refund and when to expect it. told 1st week in Oct "I'll text you when she's finished"-no response. 10/17 via text reminded of refund promised 1st week of Oct. Again told if not received by end of week/early following week would file compliant with BBB. 10/18 responded check would be sent week of Oct 31. Both husband and I responded that it was more than fair to have the check sent before, as initially promised. ******* responded "stop texting me". Responded that we would stop reaching out once we received promised refund. ******* responded "stop". Told that we would file complaint now with BBB.

  Customer Answer

  Date: 10/31/2022

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

  Business Response

  Date: 11/07/2022

  The claims process can take up to 90 days. The person that handles them only comes on once a month. She had COVID last month. ************* was approved.. Her claim will be sent out as soon as it is completed. 

  Customer Answer

  Date: 11/07/2022

  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.]
  
  I have been told by this business owner that payment would be sent out on the following dates. 
  9/14/22 11:40 am told we would have refund 1st week in October. 
  10/18 1:13pm told check would be out week of October 31. 
  then told to stop texting him. 
  The business owner has been contacted several times about the claim and each time we were told that this person who comes in once monthly was either out or the meetings were rescheduled on several occasions. I do not believe that this owner will pay what has been promised if I close this case out. I will be happy to close it once the refund is in hand. 
  
  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,

  ******