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:04/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Company hired to move us from ************ to **** on 6/13/22 (order #******). Damages include scratches/dents of: floor of ************ home, 2 upright freezers, bookshelves, ******************* table (witnessed dragging edge on concrete). Also, broken dresser ********** chips in fabric on bed beds/couch from dragging on truck floor.After moving (6/13), we paid $2,549.63 including gratuity (paid before seeing extent of damage). Once we saw the damage, I emailed them on 6/22/22 including photos. No one replied. On 6/24, I sent a 2nd email to make sure they saw it. No one replied to the 2nd email. After that, I called them at ************. I was told they got my email & were looking into it. I never received any follow up so I called again in the 1st week of July & talked to **, who apologized for bad service. He said a refund would be put on the original payment method, but it will be delayed due to July 4th. A few weeks later, I called again & did not receive a reply. In the next few months, I called 7 more times, only talking with TJ 2-3 more times. On 10/11/22, ** said I would get a $400 refund, which would be processed in the next few days. I asked him to put in a request for an additional $400 refund (total of $800) since the freezers would be $800 ea to replace & the damage could not be fixed. At that time, ** told me that I could also talk to the manager ****, but I could never reach him. We never received the $400 ********** have not been able to get a call back since then. The companys phone # sends those calling about a prior move directly to voicemail. There is no direct line to TJ or any customer service person. Since my voicemails were not answered, I began using the new appt option on the automated menu to connect to an appt scheduler. They put a message in their system to notify TJ to call me back.$400 wont cover all the damage/repairs, but were willing to accept that at this point. But, we havent been refunded & the company wont talk to us.