Complaints

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• Initial Complaint

  Date:10/02/2025

  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.

  On May 19, 2025 **** and ***** of Runnin Bear Moving and Storage came to my apartment to load my U-Haul. Unfortunately when I got to my destination there was a lot of damage to my expensive and antique furniture. I took photos and sent them to Treven (owner) in a text. I attempted to reach him many times. He never called, texted, or made any attempt to contact me. It has been over two and a half months and I am still trying to get this issue resolved. I paid them $600 cash for their labor and $100 tip. My furniture looks bad and he needs to make it right. I have additional photos that were too big to upload.Thank you for your time and attention to this matter.

  Business Response

  Date: 10/12/2025

  First,we would like to say that we are sorry you had a bad experience and are dealing with this situation. Moving can be stressful and come with unexpected problems.Runnin ********** was contacted by ********* in March 2025 stating that she was trying to confirm labor help for Sunday May 18th, 2025, and had spoken to a person named **** who said he was with Runnin Bear. He didnt answer so she looked up our company online and called about the loading help. I told her that **** was not affiliated with Runnin Bear, and she gave us his number so we could investigate. She begin to tell us the rate he was charging ($100/Hour for 2 Guys) We told her that was not a rate Runnin Bear would charge. Our company assumes that person, ****, was just using our name as their own. Our company decided we would help ********* find her the labor help to load her U-Haul.(U-Haul has a platform to book labor help and they use individuals or small businesses to do the work) The day she wanted was on a Sunday, which is hard to find help.Not many people would work on a Sunday, but Runnin Bear would still help find the labor to make it easier. It was also mentioned that they (lumpers) charge $120/Hour for 2 guys. She said that was fine but didnt want to spend more than $300 so we told her that the lumpers could just do the bigger items and stop after 2 or 3 hours but they would be able to tell her how long it would take when they got there. Also mentioned she would need to provide blankets and rope to tie off the load.  Runnin Bear and the moving industry has a list of independent labor help that is used for these kinds of situations, they are called lumpers. Our company told her there would be labor help on Sunday May 18th, 2025, at 10am. (not as a company job)Runnin Bear was going to contact these lumpers directly and give them the details so that ********* didnt have to deal with multiple labor contacts and try lining up the labor help on her own. Runnin Bear was doing all of this for free just to help make the situation easier. No funds were received by RunninBear and there was no invoice given. The lumpers, **** and *****, were not employed by Runnin Bear and the lumpers received all the funds for the job. After talking to the lumpers afterwards, they both confirmed that they loaded all the main furniture toward the front of the U-Haul and stacked boxes and light items on top. No furniture was stacked on top of other furniture. The lumpers only had access to 20 blankets from U-Haul, so they used the blankets on all the main furniture, including the items that were in question. **** and ***** also stated that when they removed the top to the 2pc hutch, that it had scratches already on the top of the hutch base. Plus the rope was not provided until all the items were loaded. They also stated that most of the furniture had markings and blemishes before they started loading. ********* was there at the loading site the whole time and thought they did a good job. She sent a picture of some damage to a hutch base and in the background it was clear they loaded the U-Haul very well. We would also like to state that when a person chooses to transport their own furniture using a U-Haul across the country, they are responsible for the way the truck is driven, which could cause the load to move and shift with sudden braking or riding up on a curb. The only way a moving company can ensure the safety of the items is by transporting and moving the items at pick up and drop off and with their own equipment like blankets and straps and moving truck, with a professional mover who drives the moving truck to the location. Which is a high-cost factor moving across country. When choosing to rent a truck and haul the items personally there is no coverage available, only through U-Haul and its programs. If she would like to speak with the lumpers directly, we can facilitate that interaction. I hope this helps to bring some understanding of this complaint and our companys position in this matter. Thank you for your time. Please contact us for further information. - Runnin************