Complaints

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• Initial Complaint

  Date:08/26/2023

  Type:Delivery 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.

  Had a contract with broker, Beacon Moving and Logistics, who then hired Blackstone Movers out of ********** for my move from PA to OH. After multiple correspondences and texts, I was told that my items would be picked up on the July 23rd, and since the move was within 400 miles, my items would be delivered 2 days later on July 25th. The broker estimated the move at $2,279. I was charged $4,698 from the movers, and no additional items were added. All the items listed with the broker is what the movers were to pick **. In fact, I had fewer boxes that originally told to the broker. My family of 6 flew down to **** from PA on the 24th and stayed in a hotel with the promise that our items would be in **** the next day. After waiting for 2 days and no call, I contact the broker Beacon, and representative ***************** told me they were not responsible for my agreement with the movers and that there was nothing they could do. I then contacted Blackstone and worked closely with ********* She told me that the moving guys and broker should not have promised a delivery in 48 hours and that my items would not be delivered until at least 5 days later. Distraught and in disbelief as I did not pack enough cloths for the kids and family, I informed her that this was unacceptable and there was something they needed to be done ASAP. I even mentioned that I was willing to pay extra to have my items delivered at the promised time. Blackstone **** **** told me she would reach out to movers and let me know. A day later, I received a call from her stating that she made a mistake, and my items were loaded onto the wrong dispatch truck which would further push my delivery date. At this point, in full panic mode, I told her that either the company would pay for my hotel stay and other expenses until my items were delivered or I would arrange another company to pick up my items from their warehouse. She then proceeded to tell me that she would contact a mover who is expected to be in **** later, but would see if they were willing to do the favor of coming earlier as it was illegal for another company to come to their premises. Finally after back and forth, and immense amount of stress, my items were delivered on July 27th. When my items were delivered, I was in utter shock. about 30-40% of my boxes were torn apart and retaped in horrible condition. These were brand new heavy duty moving boxes. My fragile boxes were crushed and the box I had labeled "purses", 1 of my luxury purse was stolen. I am missing 2 boxes labeled "new appliances" and missing vacuum. I was so upset with the invasion of privacy and how my items were dealt with as I trusted this company with my personal belongings. I called **** from Blackstone movers, and she told me to file a claim as they were no longer responsible for how my items were delivered. In a confused state, I informed her that this is your company that I paid for my move, and her answer was 'please file a claim". I will NEVER EVER recommend this company to anyone ever. From the brokers (**************** from **) non chalant attitude, to the nightmare in communication with the movers (Blackstone from **), and worse of all, my items stolen, broken, and missing- what a violation!

  Business Response

  Date: 08/29/2023

  Blackstone Movers would like to respond to ************************** complaint regarding her issues with the delivery and damages of her move. Miss **** was picked up by Blackstone Movers on July 23rd without incident. ***************** price was increased due to the fact that her inventory increased along with the space she would need on the truck. Our ******* went over everything with the customer explaining all the charges step by step, and Miss **** agreed and signed the contract with no issues. After the pick up we received a call from Miss **** on the 24th requesting a delivery ETA at which time she was told our company policy is that from the customers first available date of delivery we have 30 days to deliver, at no time was she told by Blackstone Movers that she would be delivered in two days. After looking into the matter we were able to determine that she was told by the broker she booked with that she would be delivered in two days, at which point I contacted the customer and asked to send us any correspondents with the person who told her she would be delivered in two days. Her own correspondents were with the broker promising her a two day delivery. I also pointed out to her that according to her, when she was asked for the first available date for delivery she gave it as the 28th which was signed by her and she was delivered on the 27th a day before her requested date. Miss **** was calling our office on a daily basis from the day she was picked up to the day she was delivered for ETA status, with nothing new to tell her we let her know that once she was loaded and ready for delivery on our end she would get a call from the driver 24 hours before he arrives.
  Miss **** was calling several times a day to have us deliver her immediately and at one point she requested that we deliver her things to her ** address and she refused to pay for the delivery because according to her she should not have to pay delivery if we take her things back. I explained to Miss **** that if we were to deliver her things to PA she would be responsible for the balance of her move because we would have completed our contract with her and the balance would have to be paid for services rendered. Customer called back and let me know that she would just wait for the delivery to OH as originally planned. I contacted the customer with a delivery date of 8/******/2 and she agreed, however because we try to accommodate our customers to the best of our ability we delivered her on 7/27 and she called and was happy with the results.
  Regarding ***************** claim for damages she was put in touch with our claims office. They handle any customer claims that come in, at no point did she let us know that anything was missing, just damages.
  Blackstone Movers always put our customers first and will address any issues that come up right away without incident. Although we understand that issues occur during transport and some things can't be foreseen, no issue is too big or too small for Blackstone Movers because our customers are very important to us and we will do whatever it takes to make our customers happy. Blackstone Movers values every customer no matter the size of the job.
  
  Read more at: ***************************************************************************************************************

  Customer Answer

  Date: 08/30/2023

  
  Complaint: 20525274
  
  I am rejecting this response because:
  I want to clarify few points and comments made by the company that are not fully accurate:

  1. "***************** price was increased due to the fact that her inventory increased along with the space she would need on the truck".

  The inventory list that was listed by the broker was much more than the inventory list that was calculated when the movers came to for pick **. In fact I had far fewer  items as evidenced by my contract. There were items already on the Penske moving truck from a previous pick up with no proper separation of items and management of space. Movers were expected 1-3pm. They did not show up until 8pm. Also, the response fail to mention that my items were dispatched onto the wrong truck, many witnesses including the valet at the hotel that heard this when discussing delivery date.

  2. "I also pointed out to her that according to her, when she was asked for the first available date for delivery she gave it as the 28th which was signed by her and she was delivered on the 27th a day before her requested date."

  This is false. Based on my original contract I have in possession, it clearly states that the first available delivery date is July 26, 2023.

  3. "Miss **** was calling several times a day to have us deliver her immediately and at one point she requested that we deliver her things to her ** address and she refused to pay for the delivery"

  Yes, I was calling several times a day because my items were not delivered at the promised time and I had 6 family members in hotels to help me with the move since I am expecting.  Why would I put family ** in hotels and pay for airfare for all the extra help if I was not certain of the date of delivery? Many times I was promised that I would receive a call back in ***** minutes, only for it to be 4-5 hours later or no call back at all.  That too, I have all texts and phone logs as well. Also, I did not "refuse" to pay, I simply asked would I still be charged the full amount of the move if my items were to come back to the origin. I was then told, that I will check with the manager and let you know. Never received that call. In fact, I was told my the broker that that was illegal to do have the items come back.

  4. "They handle any customer claims that come in, at no point did she let us know that anything was missing, just damages"

  I called the company to let them know my items are BOTH missing and extremely damaged. Offered to send pictures, which then I was advised to bring it up with the claims department. 

  Note, the "movers" that delivered my items were dressed in flip flops and did not even have proper moving equipment with them to transport the items into ***********. When asked why the state of my boxes were as such (ripped opened, retaped, smashed), I was told "thats how we received them". 

  I understand that the Blackstone must have hired 3rd parties and beyond, but they need to further look into who and how customers items are being handled, sent too and dealt with. 

  
  Regards,
  Anam ****

  Business Response

  Date: 09/01/2023

  Tell us why Your 1st available date requested for delivery is 7/27/23 shipment received 7/28. This is not a guaranteed date. It clearly states on your documents which you completed and signed with a date " this is your 1st available date to receive shipment. This is not a guaranteed. We have up to 30 business days from that date to send out your items by law. We do our best to ship items out as quickly as possible based on the route of the trailers. We did not charge you expedite delivery fee and still shipped you out immediately once that route was available. We cannot nor guarantee a date going out of state. Anything can happen in route, and we need a full load in order to make sense of the route. Please show us where in writing you were guaranteed or charged a specific date.
  Price went up due to space increase and inventory did change. Lied about additional items here...

  Spoke to **** from broker reg this customer. Let him know of review and lies. Will send contract to him showing evidence. **** working on response with evidence of conversations she had with her via text. **** is going to speak with customer. Any damages she is provided w claims department. False information in review. Another review is posted which seems to be a friend on the same day bashing the companies.

  Spoke to customer on several occasions to resolve any issues she may have; however, no resolutions were good enough there was nothing we could do that would have been to her satisfaction.

  Customer was referred to our claims department for damages.

  Customer Answer

  Date: 09/06/2023

  
  Complaint: 20525274
  
  I am rejecting this response because:

  Please send me a phone log of where the company has called me to try to resolve my issue. I have saved text messages from the Broker from Beacon with guaranteed dates that were already sent to **** via the company's email when she asked for them.

  In regards to accusing me of having a "friend" write a false complaint, that is unethical, unprofessional and uncalled for a company to accuse any customers of doing as such! Please remain professional maam/sir. I was stating facts, no lies in my review.

  
  Regards,
  
  Anam ****

  Business Response

  Date: 09/22/2023

  Blackstone Movers is always committed to giving our great service, however n **************** case there was some miscommunication between what the Broker's job is and what a Carrier's job is.  Ms. but was picked up in ********* ,** on 7/23/2023 without incident or issues.  The customer called ********************** on 7/25/2023 to get an ETA on her delivery (stating that she was given a guaranteed date by someone from the Broker where she booked her move). to which I responded that we have 30 days to deliver after her FADD but we would do our best to deliver her as soon as we can.   Ms. **** was not happy with my answer and said she was guaranteeing delivery in two days by the person who booked her move.  At that time, we let the customer know that she has not yet been scheduled for delivery, however that we will get back to her as soon as we had any updates.  The next day (7/26/2023) the customer texted me to let me know that she was flying back to ** and that she wanted to us return her items to the same location where we picked her up.  I advised Ms. **** that if we return her items to the pickup location that would be considered her delivery and the balance off the job will need to be paid on delivery, however she said that she should not have to pay because (according to her) we did not finish the job.  I texted Ms. **** (on 7/27/2023) and let her know that we would be able to deliver her on 8/1/2023 or 8/2/2023 but we are trying to get her delivered sooner but for now that's the date we had available.  Later that day I texted Ms. **** and let her know that we were able to get her loaded on 7/27/2023 and she would be delivered on 7/8/2023 in order to satisfy her and she was very happy and thanked me.  As for anyone at our company calling a customer a Lier that's not something our people would do, everyone who works for Blackstone movers is very professional and respectful to all our customers, and had this issue been brought to the office attention when it happened, we would have resolved immediately (that is not to say that Ms. **** is not being truthful, however maybe it was mistaken identify.  As for no one reaching out to resolve any issues with this customer we were not aware there was a problem till we received this complaint, because not only was Ms. **** delivered only 2 days after her FADD (which her contract clearly states we have up to 30 days to deliver her) she was not charged an expedited fee which we charge for anyone who is delivered in the first week after being picking up.  If there are any other issues Ms. **** would like to discuss with us, she is free to contact us via the following methods.  Phone: ************ Office: ************ Email:  ************************************* We would be happy to resolve any issues she may have. 

  Note: we have massages and email and phone recordings to support our statements