ComplaintsforSmart Move, LLC

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Let's start with the fact they're supposed to call when they're 30 minutes out. I got a call saying they were there when I was 15 minutes away. I was told it wad a "technical error" which I was charged for the 15 minutes they waited. They were hired to move my appliances. They had zero tools. They broke my fridge down to multiple pieces which were not protected in any way when loaded up to their empty truck. Since they did not let me know a time the person who was unhooking my water lines was not there yet so their employee **** went ahead and cut the water lines to my washer and dishwasher. When arriving to the new location 30 minutes away they started to reassemble my fridge when they realized they left not only my tools that I provided for the disassemble, they forgot a vital piece of my fridge leaving it unable to operate. Also discovering two giant scrapes in the black stainless film that this company offered to "paint" over. I didn't have paint on it before why would I want that as a fix to something smart move wrecked? Not to mention upon hooking up my washer we discovered the smart move employee left a vital piece of my machine at the old location resulting in a two story leak and thousands of dollars in water damage. To add a cherry on top one of the employees stole my personal phone number from my file and texted me asking for a job! The owners are also constantly dodging my request for a refund. I hired smart move to ensure the safe travels of my belongings and they failed to perform the basic tasks their company outlines.

• Initial Complaint

  12/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hired this company, SmartMove LLC, through *************** to unload a POD at my new house. The good: they showed up on time, were friendly and polite, and mostly got everything done. (There were a couple minor items they left such as finishing putting together the main bed (left the support bar off), but nothing super-terrible here.) The bad: while moving in one piece of furniture (couch for the living room), they caused damage to my house (broke the frame on my storm door). The ugly: I've tried reaching out to them multiple times in multiple ways since the above, and they've basically blown me off.

  Business response

  12/28/2021

  Business Response /* (1000, 5, 2021/12/28) */ We have documentation showing that we measured the couch and the doorway. The couch was about an inch too large on both sides to fit through door. We advised ****** the couch was too large to safely make it through doorway. Customer persisted that the couch had to come inside and directed us to get it through. Claim denied. Consumer Response /* (3000, 7, 2021/12/28) */ Business is lying. They did not do any measurements of the couch OR doorway (they did not even have measuring devices). They determined the couch was too big for the doorway after getting it halfway through, and caused the damage attempting to back out from where they already were. I advised against backing out after personally measuring both doors while the movers were stuck, and the movers did so anyhow, causing damage. Consumer Response /* (2000, 13, 2022/02/14) */ I would like to update my notes on this original complaint to note the positive work done by Mr. ******* ****** at the company's corporate office. Mr. ****** worked diligently to resolve the problem, and while the complaint closed without being marked as resolved due to timing, this information should be available so that both the company and the public can know of his good work trying to fix and resolve the situation, even if late in the matter. Specifically, Mr. ****** both worked to ensure that the damages caused by their ********* branch were reimbursed and promised re-training and re-review of company policies to help prevent this from happening to others. Had my only interaction with the company been with Mr. ******, instead of a complaint and problems, I would be sending the company glowing reviews everywhere I could.

• Initial Complaint

  08/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Smart move was hired to unload my PODS. The guys they sent halfway did their jobs they left furniture not assembled and in plastic everywhere. They couldn't lift heavy pieces and damaged my brand new floor and walls. I told them to use moving blankets. They refuse to acknowledge it and are very unprofessional and rude accusing me of the damage.

• Initial Complaint

  05/17/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company is Fraud and operates under multiple moving names. This company did a move for me in the beginning of April, his movers damaged my new home, they put gouges in ceiling, walls, damaged my steps, and multiple door frames. The GM called me and I notified him of the damage. He was very nice and asked me to send him pictures of the damage and he would have someone be in contact with me. It's been over 45 days and so far everyone has ignored my messages. The alarming part is everyone I've texted including the owner *********** has read my messages (they all have iPhones and it displays that my messages and pictures were delivered and read) and all of them have been ignored. I've sent pictures, video and even surveillance footage of my home being damaged by the movers and no one has called me back. ******* the dispatcher who also texted me has assured me multiple times that the GM will call me when he gets into the office. I've heard from no one.

*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. ↩