ComplaintsforBlack Belt Movers

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Used Black Belt in 10/2023 for move from Lincoln to OMA. Included driving to and from Lincoln, dealing with high conflict situation, moved MORE than moved on 2/1/24 (have sold multiple items the crew moved), took LESS time & cost less. Move on 2/1 was from 1BR apt–should not have taken over 8 hrs. All was boxed/ready to go. My 56 yo mom moved boxes to vehicles & took things down to the parking lot for them to load. There was a lack of urgency to get this move done. Claimed to take a 15 min lunch-we were able to drive to the new home and unload 2 SUVs prior to their arrival. Move in 10/2023 included drive time and was done in 6.5 hrs. This move was exhausting and taxing on my son-my mom had to leave so he could take a nap at 3:00pm-Movers were not even half done emptying the truck. Move should've been done by then. Lack of urgency and the decline in attitude once arriving at the new place is unacceptable (they were complaining about the number of steps they had taken during the move-22,000 steps). Did not have tools. Used bark from mulch at apt to prop open doors-which was left on the floor in hall outside of apt. Couldn’t get crib in room so left it in the dining room claiming that they didn’t have tools to take it apart (made comments at old place that they were happy crib fit through the apt door because they hate when they have to disassemble/reassemble). Were not going to reassemble the kitchen table (legs taken off to get in door) until asked; only hand tightened bolts. Were not going to reassemble the bed frame until asked & didn’t assemble it properly. I had to take the king size mattress/box spring off & reassemble. Was not going to tip them. Driver asked how I planned on tipping them. At that point, I just wanted them gone. I didn’t have cash/they didn’t have ****** Told them I'd have to add tip to bill and the driver advised that they preferred cash. They were annoyed that I put tip on bill–so they threw trash from truck on street in front of house.

  

  Business response

  03/14/2024

  Our shop offered a $500 refund to the card that was used to pay for the move. The customer stated that she'd prefer $600 but $500 is acceptable. We are looking into an issue with the refund and should have that fixed very soon.

   

  Thank you,

  Black Belt Movers

  Customer Care Team

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired black belt movers to move us from our residence to another residence. We requested 2 trucks and 2 crews. The day of the move, they showed up with 1 truck and 1 crew. We were highly disappointed at this and ask the lead driver to call and ask for help as we knew we had 4 bedroom house and they wouldn't be able to finish the task alone. The driver call and was told by his supervisor that they have no one to come help. They arrived at 8:30 in the morning and at 6:30 we had to finally let them go due how tired they were and the amount of damaged that happened to our house and our belongings. They damaged our bedroom furniture, put the beds together the wrong way. left parts to the bed at our old house and we had to have our daughter go pick up the parts so they could put the bed together. They put a hold in the wall at our old house, they marked up our walls and damaged the door frame on our new house. They broke the glass shade to the light going down the stairs. We had to rent a ***** and finish moving ourselves the next day due to them not sending the proper crew. when we reached out to them to for repairs, they sent a guy with furniture markers to "fix" the issues. We had to order a new glass shade and it came in a couple of weeks ago -- they told me they would pay for that if i sent them a receipt -- i have sent the information 3 times and they will not get back to me on the reimbursement. I am highly disappointed with the service they provided, the lack of customer service and how they are treating us. The least they can do is send me a check for the lamp shade they broke. They refused to repair any of the other items that were damaged as they said their insurance covers them to only cover up the scratches if they are made. Sadly, I have used this company 3 times and have referred them multiple times and will not be a returning customer..

  

  Business response

  04/04/2023

  To whom it may concern,

  
  In reviewing information regarding this customer for the complaint we found the following.  On October 7th, the first contact from the customer, she wanted to make a complaint on her service and refused to fill out our customer care form (the standard process that MUST be completed for damages to be resolved, but we attempted to resolve these issues regardless) and that there was also some broken furniture and wanted a manager to call to discuss the issues. The customer stated, she would post reviews, BBB and call * *** ****. That same day, the shop manager emailed the customer acknowledging the complaint and damages. They asked the customer to provide her with the items that were damaged and to send photos of the damages. On October 9th, we received the submitted photos and added the information about the damaged entry door and the light fixture. October 11th, the shop manager reached out to let the customer know we did receive the damage photos, but she mentioned that it was difficult to make out what the damages were. She asked if we could send our vendor out to look at the damages, to which the vendor came out and fixed the damages (including the hole/holes in the wall) on October 29th. No other communication letting us know the damages were NOT resolved, was received until March 27th, when the customer sent an email to the shop manager stating, “Please see the attached for reimbursement for the glass on the light fixture that was broken on our move day in October. I have sent 3 previous emails and I am not getting a response from your company and am Highly Disappointed with your lack of customer service and follow through. If I don't get a response by Friday, I will reach out to the better business bureau and place my complaint with them”. The customer submitted the BBB complaint that same day without giving our shop manager a chance to let you know a check would be sent. After doing some digging, the first time we received a copy of your receipt for the broken glass shade was March 27th, this was sent to the shop manager via email and also you have uploaded in the complaint on BBB. I spoke with the Damage Coordinator and shop Manager, and she is sending out a check for the reimbursement of the broken glass shade today.
  As for the crew size, while we do our best to send out the correct number of trucks and crew members, there are times that a crew member that was assigned to that move was ill, had a family emergency or transportation issues, all of which we have no control over. In this case, we had a driver out sick and unfortunately, did not have any other driver’s available.
  
  We do appreciate the customer for being considerate of the crew’s physical and mental state as they had worked a long day, typically under normal circumstances, the cut off time for moves is 5 pm.  Our crew continued to work after this time in an attempt to complete the customers move.   
  We apologize that parts for the bed frame were left at the house, which could be why the bed was not reassembled correctly, however, it is practice that we do a walkthrough with our customers to ensure everything was gathered. According to the shop manager, a walkthrough was completed, and signed off by the customer saying the house was clear or they were aware of anything left behind. 
  Thank you for opting to go with our company 4 times in the past, we are sorry you had a poor experience this time around.  We hope that we can assist you in any future moving needs you may have and that the one poor experience does not outweigh the 3 great ones.

  Customer response

  04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  we never completed a walkthrough of our prior house as i mentioned before we had to rent a ***** for the weekend and complete the move ourself. 

  also, as I mentioned, my daughter went back to get the bed pieces and the guys put the bed together incorrectly after having these pieces. 

  I received my check and i am still very disappointed as how i was treated as a customer  -- not worth the $***** i spent. 

  Attached is my original emal to them on 2/24 requesting reimbursement for the broken glass -and my follow up with no response - it wasnt until i threatend to reach out to the BBB did they respond. 

  yes, in my email i said i would wait until friday, but i deicded i had already waitinged a month and so i proceeded to make the complaint.   After the BBB notified me that you had notified black belt, it was then i got the response that they would put a check in the mail. 

   

  Anyway, it's over now -- they lost a permanent customer, and they need to remember that when a customer has a good experience, they may tell a friend or 2 but when a customer has a horrible experience, they tell 10 people. 

  We moved to a new neighborhood and people building around us have asked us for us referral for moving companies and I have shared my experience with black belt.  In addition to that our insurance agent asked us for feedback regarding our movers as when people move, they ask him for references and I shared my concerns regarding black belt with them. 

  to them, I was a pain ** *** *** customer, who has nice things and wanted them to arrive to my new home as nice things and in the end, they have lost out on 8 people that i know have not reached out to them for quote. I hope it was worth it to them. 

   

   

   

   

   

  
  Sincerely,
  
  Paula *******

  

  Business response

  04/07/2023

  To Whom It May Concern:

  After a move is complete and before the crew leaves, the crew leader goes over the Bill of Lading with each customer. The customer initialed in the box next “I confirm that a walkthrough was completed at the Load/Unload/In-Home Address(es)” in the Pre-Move Agreements section. She then initialed next to the box, “I confirm that a walkthrough was completed at the Unloading Address(es)” in the End of Move Agreements section.  She also signed at the bottom of the Bill of Lading, which is attached to this response.

  
  The customer stated that she attached the original email to her response but there was not anything attached that shows an email she sent on February 24th. We are happy to hear the customer received her check for the broken glass, which was sent out once we received the photos of the receipt for the replacement of the glass on March 27th.

  
  We would like to apologize once again for the poor experience you had with this move, however, please do not let one bad experience trump the three other moves we had done for you in the past, ones where your experience was so great that you had referred us to friends and family. 
  
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Black Belt movers was hired to move my furniture/belongings on June 3rd 2022 I paid $**** (via credit card) on 6/3/22 for the moving services - Payment cleared on 6/6/22 I notified the movers, while the were still present at my home, of damage to my furniture. They provided instructions on how to file a claim. I filed a claim the following weekend & have yet to have my problem resolved. Damaged items include: TV stand - NOT repaired/replaced Washing Machine- NOT repaired/replaced Flooring - REPAIRED Drywall - NOT repaired Black Belt acknowledged my claim and advised that they would need to get some further information on my TV stand & Washing machine, then would be in contact to resolve - To date, my claim for furniture damage has not been resolved I have sent 12+ emails requesting assistance & am still awaiting a response

  

  Business response

  10/14/2022

  Business Response /* (1000, 8, 2022/09/26) */ Hello Sunshine, We have actively been working to try and get this resolved for you. We appreciate your patience as we've worked to resolve the issues expressed during your move. Unfortunately, like most companies, the labor market has been difficult to staff from, and this has caused many of our managers to work in the field, putting us behind in the office in getting timely responses and resolutions. We apologize these issues caused a delay in resolving your damage, which we should have done a better job about communicating that to you. We did speak directly with the claims specialist today and they notified us they will issuing you a check based on approved amount by the insurance in regards to the weight of the washer, and tv stand. We have also reached out to one of our vendors, **********, to repair the damaged drywall. We do apologize for any inconvenience this has caused for you and look forward to getting it resolved with you in the near future. Consumer Response /* (2000, 10, 2022/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response, I appreciate the update. I can confirm that I have since been contacted regarding both matters (damaged furniture and drywall repair). I look forward to resolving this matter.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Black Belt Movers for a move that occurred on 5/21/22. During the moving process, while one of the movers was assisting with lifting to mount our 75 inch flat-screen TV, the tv tipped forward and hit the couch, which shattered the screen. We were told that we had to file a damage claim and wait to hear back from their claim adjuster. We filed the claim immediately online on 5/21/22. We received our first communication from Brady on 5/25/22 asking us to explain what happened. We emailed back immediately only 5/25/22. On 6/1/2022, we received an offer from Brady for $*****, as this was their standard insurance of .** cents per pound of a damaged item. The tv itself originally cost around $*****. During our move, we were never offered additional insurance options by the moving crew. We weren't aware of what their standard insurance was or that additional options should have been discussed with us. After the moving crew completed loading the truck at the original location, they asked my husband to sign a document that confirmed all items were loaded into the truck, which he did. We later found out that what he was actually signing was a waiver for any additional insurance. Additionally, when provided proof of this signature, we can clearly see that someone from the moving company signed part of the document. We recently underwent a legal name change to change our last names, but my husband accidentally signed under his previous name. In the "Print your name" section, someone wrote his current name, then wrote .** cents on the below line. These were not lines that I or my husband filled out. When trying to dispute this with Black Belt Movers, Brady has been incredibly ************** and ****. He refused to let us speak to anyone else and threatened to hang up on my husband multiple times. We have had no luck speaking with anyone else at the company.

  

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/08) */ Levi, we just wanted to take this time to address some of your concerns and statements. You have been working with our customer care team manager to resolve this issue. We have been trying to reach a resolution with you but unfortunately each time our customer care specialist tried to explain our insurance information and policies with you, you became hostile toward him. We understand your frustration with your TV getting damaged. However, this is why we do send out a confirmation email ahead of your move with the attached documents, so that you have time to thoroughly review the documents. Unfortunately, once the TV is out of the box, it is no longer covered by our insurance. At the end of the day, our customer care specialist offered you what the basic insurance we have would have covered. He offered you a payout based on the weight of the TV, 75 pounds. We try our best to ensure all of our moves go safely and try to avoid items getting damaged the best we can, however accidents do happen that are sometimes out of our control. We apologize this resolution was not satisfactory to your standards but unfortunately, that is all we were able to offer under our policies & procedures. Consumer Response /* (2000, 7, 2022/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel as though I am forced to accept their response because I keep getting the same copy and pasted response from the company. They don't seem to care that their employee was not honest about what my husband was signing or that some of the documents were not signed by my husband as they claim. They also don't seem to care that their claims manager has been hostile towards us by threatening to hang up on us when we were upset that the offer was only $** for a $***** tv. He would not let my husband speak if my husband dared to complain that the offer was unacceptable. Of course we were upset and frustrated because the offer was total garbage, who wouldn't be in the scenario? Instead of responding with any kind of empathy or alternative solutions, the manager just became ***** and ****. **************************************************************** I was appalled at the way he spoke to us. The claims manager has refused to let us speak to anyone else in the company. We've attempted to call and email other management members in the company, but are ignored. It's very upsetting because we had been loyal Black Belt Movers users. This was our third move with the company and we had great experiences thus far. However, apparently, once an item is damaged, the company's true colors are revealed in that they don't actually care about their customers or their customer's property. I'm sure the company doesn't care, but we will never use Black Belt again and we will continue to share our extremely negative experience with friends, family, and anyone else we know hiring movers.

*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. ↩