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:03/27/2024

  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.

  Missing items stealing from customers taking lunch breaks on customers time

  Business Response

  Date: 04/01/2024

  Job Summary:
  As scheduled, our 2 crew moving team arrived at the customer's house on 01/29/24 to the customer's house by 10:12 am. The customer answered the door and then signed the contract shortly after at 10:13 am. The customer only pays an hourly rate for the time that the movers worked for him. After signing the contract, the Skyline Moving Service team began the process of loading the customer's items into the truck. As they were loading, the customer decided to leave the home, while the team continued to load without his guidance.

  
  Our team finished loading each item they believed the customer wanted them to load, and arrived at the customer's new home at 1:03 pm. They both worked non-stop for the customer until 2:41 pm. The labor hours and hours of travel time totaled 5.5 hours of billable time. The customer inspected the truck to ensure none of his items were left in our possession. He then reviewed all the charges and signed the contract acknowledging his acceptance of delivery. He paid his remaining balance of $722.25 on a **** credit card. The moving team reorganized their truck and then left the customer's house by 3:05 pm.

  
  The following day, the customer contacted our company and stated his TV and stereo remained at his previous home, and the apartments maintenance crew disposed of them. He blamed us for the items not being on the moving truck and wanted Skyline Moving Company to replace them. We explained that he was responsible for inspecting the truck and residence to ensure nothing was left behind. Also, given that it is an hourly rate, he only paid for the services that were actually performed. 

  
  We explained that his issue with the missing items should be taken up with his maintenance crew. Despite the facts of the matter, he then threatened to charge back the cost of our services. He did perform a chargeback and after reviewing the facts, the bank ruled in favor of Skyline Moving Service. He then performed a second chargeback which concluded with the same results (see remaining attachments). 

  
  Additionally, a review of each customers bill is performed to ensure proper accounting prior to the final closeout. We reviewed all the details of his job, including truck GPS records, and noticed the crew should have clocked out during a 15-minute restroom break. A refund check for this 15-minute rest break was mailed to the client's residence to correct that billing error.

  
  The customer only paid for the ********************************************** which he consumed. Skyline Moving Service did not steal, nor were we responsible for the clients missing items. All payments were accounted for and properly charged. Additional information is available upon request.