Complaints

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• Initial Complaint

  Date:07/03/2024

  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.

  If you want to be ripped off and spoken to rudely this is a mover for you. Do not be fooled by the patronizing man on the phone. They literally cancelled 2 hrs after they should have been here. They arrive 2 men one hand truck. No intro just says we will go over the price at $150/ hr. The charges $210 for travel time to and from the move was .2 miles away.I said are u kidding?I had a one bedroom And one couch one coffee table no other furniture.Then the other guy says in Spanish this woman is a pain in the a** I said I understand Spanish Next thing I know they leave say nothing and never call or return.And 20 minutes I called back whoever is on the end of the phone and he says to me we canceled the move they We get to keep your $150 deposit I am difficult to deal with I rebooked a mover and the woman was like one handtruck thats ridiculous. They totally wanted to rip you off. Do not go with this company. I am now stuck paying rent in two different apartments because of these people

  

  Business Response

  Date: 07/25/2024

  Dear *************************,
  
  We are sorry to hear about your experience, but we must address and correct several inaccuracies in your review.
  
  Cancellation Claim: Our records indicate that we did not cancel the move 2 hours after the scheduled time. We strive to maintain clear communication with our clients and adhere strictly to our schedules. Our moving crew cordially explained to your that if it goes over the allotted time than the charge was 150/hr. Once we tried to explain to you that detail you were very rude to our moving crew. We called you to confirm your move 2 days prior as well so you had time to cancel but you proceeded with the move confirmation procedure.
  
  Arrival and Equipment: Our team arrived as scheduled with the necessary equipment for a standard move. A hand truck is a common tool used to efficiently move items and seeing that you sent pictures we believe that the hand truck was enough because the other furniture were going to be on dollies.
  
  Pricing and Charges: The pricing structure, including the hourly rate and travel time, was clearly communicated beforehand. The travel charge is a standard industry practice and was accurately calculated based on the distance and time required. Keep in mind that the travel time start from the departure of our trucks that are at our yard.
  
  Miscommunication: We apologize if there was a misunderstanding or if any comments were misinterpreted. Respect and professionalism are core values of our team, and our moving crew never spoke negatively about you. They were discussing the time logistics of the move. We are also accredited with BBB and are held to higher standard of morals and ethics.
  
  Deposit and Cancellation: The deposit policy is in place to secure the booking and is explained at the time of reservation. Our decision to cancel was based on the difficulty and disruption experienced by our team, not on any desire to deceive or take advantage of our clients. We tried to explain it to you by a phone and would not let **************** explain to you that the movers always let our customers know that if it goes over the allotted time than there's a 150/hr. charge for each additional hour.
  
  It is also good to emphasize the alteration and way of speaking to our Movers, just as the client deserves all our respect and the best treatment, in the same way our team deserves respect.
  There are things in this industry that must be said and also defended.
  
  We regret that you had a negative experience and are committed to improving our services. Should you have any further concerns, please contact our customer service team directly.