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:12/05/2024

  Type:Sales and Advertising 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 11/9/24, I hired Move and Care to move items from my apartment in ****** to my new apartment in ******. Upon completion of the job, one of the movers knocked on my door and asked that I Zelle him $100 for the furniture that was built. This was after I had already paid for all services. Upon getting my receipt from Move and Care, I found that my $100 deposit was not applied towards my final total. I am asking for $200 in reimbursement due to my deposit not being applied and extra money being given to the movers that was after I had already paid. I have reached out to the company on numerous occasions and they have stopped responding to me. The last communication with the company was on 11/11/24.

  

  Business Response

  Date: 12/26/2024

  Dear ***** *******,
  Thank you for reaching out to share your concerns regarding your recent move with Move and Care. We deeply value your feedback and are committed to resolving this matter promptly.
  After reviewing your account, we can confirm that your $100 deposit was indeed applied toward your final total. Regarding the additional $100 you sent directly to the movers, this was requested because additional furniture assembly services were provided at your request during the move. However, we acknowledge that this could have been communicated more clearly, and we apologize for any misunderstanding caused.
  To address your concern, we are happy to refund the $100 that was paid directly to the movers. Please let us know your preferred method for the refund, and we will process it promptly.
  We appreciate your understanding and sincerely apologize for any inconvenience caused during this process. If you have any further questions or concerns, feel free to contact us directly at **********.
  Thank you for choosing Move and Care.
  Sincerely,
  *******
  Move and Care Team
  

• Initial Complaint

  Date:11/15/2024

  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.

  I hired Move and Care LLC to pack and move all of our belonging from ******, ** to ***************, **. They began their work Friday, July 12th, 2024. They delivered our belongings on Sunday, July 14th, 2024. Prior to the date that they arrived, I signed a contract for the packing and moving of our belongings and we made sure to purchase insurance through the company. They had many options but we chose the top of the line insurance which is as follows: Full Value Protection ($1000 for $10,000 liability)If any article is lost, destroyed or damaged while in Move and Care LLC custody, the company will, at its discretion, offer to do one of the following for each item:-Repair the item -Replace with a similar item -Make a cash settlement for the cost of the repair or the current market replacement value Your full-value protection won't cover very expensive items, such as jewelry or antiques, and it also usually won't cover property that's worth more than $100 per pound. For example, say your bracelet weighs four ounces and costs thousands of dollars. It would be excluded from coverage because it's too valuable. Exclusions: Furniture composed of particleboard or pressboard. Items found broken in boxes not packed by Move and Care LLC. The mechanical condition of electronic, audio/visual, computer or battery- operated equipment in transit or storage. Previously damaged or repaired items. Furniture with the original glue dried out. Any loose items not boxed.We inspected all of our items the day they dropped them off. We took pictures of all of the damage. I texted the company to file the insurance claim on:8/16/24- no response; again on 8/23/24 - received a response on how to file claim 10/16- filed the claim but no response 10/12- follow up email; no response 11/9- follow up email; no response

  

  Business Response

  Date: 12/12/2024

  Hello,

  The damage claim was processed and email responded to the customer. The offer for damage claim was made, but the customer didn't agree to it. After that we offer to hire a specialist to repair the scathes but never got response from the client! 

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair 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.

  On 8-2-24, move and care was hired to move my belongings from usstorage in ************, to my apt at ********************, in **********. After services were rendered, I realized they had broke my tv screen. ** 86' model 86UP8770PUA. Replacement cost $1100. I have been trying to have them refund me this and after being told that venmo and ****** weren't working, they decided to stop taking my calls. I spoke to someone named ****** but he stopped taking my calls as well. I can't afford to go to court as I'm also disabled and they know this so I believe I'm being taken advantage of. Please help. It took me 3 years to save for that TV and the movers wanted to get me to pay extra for things they did prior moves because I was paying cash. Is this normal behavior?

  

  Business Response

  Date: 08/22/2024

  This claim was closed and resolved. We sent the payment to the customer 

  Customer Answer

  Date: 08/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:08/02/2024

  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 contacted *********** Moving Company for an estimate on May 29, 2024. We contracted them for a move from *******, ** to ***********, ** on June 28, 2024. We were told it was going to take up to three weeks but likely less to receive our items. Our items arrived on Jul 11, 2024 and every single item was broken, dirty, and damaged. We have since made a handful of weekly calls, sent details of the damages and photos via email with no resolution provided. In the contract, it is stated that we have basic value protection for $.60 per pound and our estimate said 2310 pounds (may be different once they loaded the truck bed). We are seeking a refund of at least 50% of this move since this is a gross abuse of our good faith and the contract. We have since had to throw things away, replace other items, and have had to go without due to the cost of replacing.

  Customer Answer

  Date: 08/12/2024

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

  

  Business Response

  Date: 08/22/2024

  This complaint was closed. we paid the customer $700 for the damage. 

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair 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.

  On Dec 20, 2023, I hired Move and Care to move my belongings from one storage unit to another. I left the movers unattended for a period of time while I went to the **** When I returned they told me they were finished and the truck looked empty. I did not look inside the two big containers they keep in their trucks to move loose items. I went upstairs to lock the unit and did not take a close look or do inventory. I returned to my unit yesterday 2/11/2024, to retrieve my computer monitor to find it missing along with several other valuable items: computer monitor, two suitcases with clothes, two boxes containing valuable comic book collections, kitchen appliances in original boxes. I have called them to file a claim and of course they deny any wrong doing on their part. I have pictures of the items being in my old unit prior to the move. I have documents proving the new unit has not been accessed since the day I moved in. I am waiting on the security video but the company thinks this has been erased. All I want is the comic books to be returned and some penalties to be issued so this company does not continue this practice. I have found online that I am not the first person to find valuable items missing after hiring them to move. I have also found that they have a history of making things very difficult for people trying to file claims for lost or stolen articles until the person gives up. I called them and emailed them to file a claim and have received no response. I just called them again talked to the manager on duty ****** who basically said that his people never steal steal anything and the customer is always wrong. I will document every conversation and follow the procedure as outlined in the signed contract to file a claim. I have filed a complaint with the ********************************* for the ***********. I will file a police report. I will write reviews on every electronic board in existence until they return my property.

  

  Business Response

  Date: 02/13/2024

  Hello,

  I'm sorry to hear that you actually think we stole your items from your storage. We never in our existence of the company had anything like that. We talked to your movers, and they said you were with them all the time and also inspected the job after they were done. You also signed the contract that you did inspect your items. I think before you blame someone on stolen items or file a claim with Police or any other authority you need to have a proof people stole it, but all you have now is your opinion. I would recommend you unpack your storage unit fully and actually check what you have in your unit. Also, watch the cameras and do other things to make sure you know we didn't still anything from you. i have attached a copy of signed contract after the move with all the signatures. 

  Including: Shipper Accepts Delivery of Shipment
  Shipper hereby accepts delivery of shipment.
  I have inspected my goods and premises, including but not limited to elevators,
  floors, walls and stairwells. Goods received in good condition. There are no
  damages except as noted in comments. The cab and the back of the moving truck
  are empty, and job is completed.

  Customer Answer

  Date: 02/13/2024

  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.
  Attached you will find pictures which clearly show the content of the unit before the move and after the move. It does not take a scientist to see the items in question are missing; the suitcases and the two large white boxes. First your employees lied: i left them un attended for almost two hours when I went to the bank. I can prove that with the *** receipts which show the date and time when I made the with drawls. That alone is proof enough that your answr is not the truth.

  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 02/20/2024

  Hello,

  We were trying to get in touch with the customer multiple times, but she doesn't respond. Our manager offered to go to that storage unit and unload everything for the customer to see where the items is are. We are sure 100% that items are inside the unit and customer simply didn't check storage unit fully. There is no evidence that we have her items, the picture of the truck was taken by movers at the end of the day and truck was empty. Items are inside the unit. We never had anything like that, all the guys are reliable and working for long time, they will never take anything.  We will continue to try to get in touch with them. 

  Customer Answer

  Date: 02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I met with a representative of the moving company today at the unit, he unpacked the unit and found the items I thought had been taken in the back of the unit. I owe the moving company and its employees an apology for having jumped to conclusions without first consulting them. After the way I treated them they were more than gracious and accomodating. I want to stress the fact that these people are honest hard working individuals who do a good job. I was the one that was wrong by jumping to conclusions. this is a good company and I highly recommend it.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/24/2023

  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.

  I had Move and Care LLC do an estimate for my move and they quoted $2700. When the move day came, they started hinting it was a bigger job than they anticipated even though their manager had walked through my house for the estimate. By the end, they told me my bill was $8,000.00 and Im pretty sure I got taken advantage of. I think theyre a MA company with fake ****** ****** reviews. They rented u-haul trucks and bought boxes from ********** while pretending to be a legitimate company. They threw my belongings into boxes carelessly, didnt wrap fine artwork (there was damage to only one), and then told me they did that because I didnt specify how I wanted my boxes packed. From the aggressions misquote to how I was treated, I feel like others should know their ****** reviews are likely fake, they dont seem to know what theyre doing, and that nearly tripled the price the quoted me and then blamed me for it. I paid for it in Am Ex and considered having the overpay amount reversed, but the owner was scary and aggressive with me and they know my address since they moved me so Im worried because Im a single mom.

  

  Business Response

  Date: 05/24/2023

  Hello team,

  This job was done by different location in ******, **, this is not connected to this location. 

  The response: 

  We never took advantage of anyone, and we have clear confirmation emails and contracts. We charge hourly for local jobs and the total amount based on number of hours we worked and materials we used. There was not such agreement for flat rate price of $2700, we charge hourly, and customer knew it. The job took 3 days to complete, and each day customer knew the amount for the day and customer was informed multiple times that the job will take much longer than estimate and explained that we charge hourly, customer was aware of that. We had rented U-Haul in one of the days of the move, but we have a right to use any rental trucks for the moves, not sure why it is a problem here. All of our ****** reviews are 100% from our customers and we can prove it with BOL. In the end of the move customer received $1822 discount to close this complaint and make sure customer is satisfied with the services and the company. We believed that $1822 is a huge discount for such job. Its more then 20% of the total bill. I've attached BOL from the job, and you can see all the agreements, signatures and discount applied to the bill.