ComplaintsforEkoMovers

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  EkoMovers scheduled a moving date with me on 9/27. They asked for my credit card information and charge a $100 deposit. They then called back and cancelled the appointment. I have been trying to get a refund for two months. Each time I call the guy says "I will check" and then hangs up. Please help me get my refund.

  Business response

  11/18/2023

  Apologies for the delay in your deposit refund. Your refund has been processed. Thank you for your patience.

  Customer response

  11/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  EkoMovers dba as GreenMovers for the ******* ********** moved me from my home in ******, ** January 2022 to a storage unit while our new home was being remodeled. The Company was negligent in handling my items in the following ways: 1) The Company packed all three of our TVs in which we had an agreed upon price in our estimate. The agreement stated the movers would pack and protect our TVs in moving blankets and boxes. The movers did not do this and instead placed a blanket on it. When questioned why they were not packing the TVs as agreed upon in boxes for better protection, I was told "don't worry about it, they'll be fine." This was not the case for 1 of the 3 TVs. Our new 85 inch TV is now broken. 2) The Company packed our master bedroom headboard and railings to our bed. The headboard was not wrapped and protected with moving blankets and now there are tears on it and one of the railing was broken down the middle. 3) Additionally, one of the movers flipped my office desk on the heavy side and broke the leg off, they broke two dressers and scratched up the top and bottom of my shelving units because they did not wrap it in moving blankets. When the movers moved me from the storage unit to my new home in March 2022, the Forman stated to me "he was very sorry for how badly my stuff was packed as he saw this when moving my items from the storage unit into the moving truck." The Foreman called the owner, Chris, while onsite and we spoke about how badly my items were handled and the damage. He assured me I would be taken care of. However this has not been the case. The Company has been flat out ignoring my emails. Chris, has been giving me a runaround. After numerous emails of follow-ups the Company finally emails me back Friday May 8th with a statement they are only liable for $462.00 of this damage. I find this an unacceptable amount as the items were damaged due to their employees. I have not heard about my claim and refund since the last email on the 8th.

  Business response

  05/12/2022

  Hello, 

  ***** ****** is a different company and has nothing to do with Cincinnati EkoMovers. The owner of ***** ****** is a former franchisee of EkoMovers.

  Sorry for your bad experience. We recommend contacting the BBB in *******.

  Best Wishes

   

  Randy

  EkoMovers Cincinnati

  Customer response

  05/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a continuation of my prior complaint about Ekomovers. This business is shady. They disappeared with no response to my phone calls and no apology until I filed a BBB complaint: I realize that we agreed to delay our move one day, but I still cannot believe that you cancelled on the morning of the move, even though I called the night before to ensure that everything was definitely set for the following morning. I said "Are you absolutely sure that there will not a problem? Because I need to know now if I should get something else in place." I was assured unequivocally that everything was ready. We are still reeling from the catastrophe of that day less than 3 months ago. I will quote again your text on the morning of our move: "I'm about to board a plane soon so I just wanted to keep you updated as I still don't have a driver for you as of right now with guys out for the holidays." Boarding a plane? Really?? Move cancelled after being promised 12 hours prior that it would not be cancelled? That unbelievable text was the last we heard from Ekomovers. No call, no response, NOTHING other than what you see here on the BBB website. BEWARE OF EKOMOVERS, who literally noshowed, skipping town on the morning of our move. Unbelievable.

  Business response

  03/13/2022

  Hello,

   

  We appreciate the opportunity to do your move. Unfortunately, there are many factors in getting a move accomplished. We cannot guarantee anything. Due to weather, sickness, guys having to quarantine from Covid, truck problems, etc, there are less than .003 percent of moves that get booked that have to be rescheduled or cancelled. 2,700 moves last year and less than 10 had to be rescheduled or cancelled. I know these numbers don't help your situation when you are one who has to be rescheduled and/or cancelled. Your deposit was completely refunded. We do apologize again for this situation. Not sure what else you would like us to do. We wish you the best of luck in your new place.

  Sincerely

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we used eko movers for our move on 7/29/2021 and every single piece of furniture was damaged. - we reached out immediately and they told us to file a claim, which we did and sent all the information to movingclaims.net - this company assured us they would use blankets for moving to protect our goods, but clearly didnt, as you can see from the pictures. (unfortunately i was out of town when they did the move, and my wife stayed as far away from them as possible, as they were not the kind of men you would like a wife to be around!) - every piece of furniture was in "like new" condition when it left our house, and arrived 3 miles away with every surface damaged! - there was significant negligence on the part of the company and this has not been resolved.

  Business response

  01/01/2022

  Hi ******,
  

  We apologize and regret that there were issues with your move. We use a third party professional claims company to ensure that we put you in the hands of a company that does nothing but handle claims for hundreds of moving companies. They have our insurance on file and stay updated with the legal side of what a mover has in liability when something gets damaged. All movers work under the supervision of the customer. Unfortunately, in your case, you state that you were not there and your wife stayed away because the professional movers were “not the kind of men you would want your wife to be around.” Our men go through a process of reference checks, criminal background checks, and training. It appears the claims company determined that nearly all of the issues reported to them was pre-existing and normal wear and tear from being moved. We would like to do whatever we can within reason to make you happy. You request a refund. Exactly what are you requesting? 

  Customer response

  01/01/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The claims company says the damage was pre-existing, which is incorrect.
  
  There was clear negligence on the part of the movers. Its obvious no blankets were used.
  
  A full refund of the move wouldnt even cover what the repairs are going to cost, and some of them actually cant be repaired due to the nature of the damage.
  
  Regards,
  
  
  ****** ******
  
  

  Business response

  01/07/2022

  Hi ******,
  
  We apologize and regret that there were issues with your move. We use a third party professional claims company to ensure that we put you in the hands of a company that does nothing but handle claims for hundreds of moving companies. They have our insurance on file and stay updated with the legal side of what a mover has in liability when something gets damaged. All movers work under the supervision of the customer. Unfortunately, in your case, you state that you were not there and your wife stayed away because the professional movers were “not the kind of men you would want your wife to be around.” Our men go through a process of reference checks, criminal background checks, and training. It appears the claims company determined that nearly all of the issues reported to them was pre-existing and normal wear and tear from being moved. We would like to do whatever we can within reason to make you happy. You request a refund. Exactly what are you requesting? Our liability is .60 per pound for items that did not have prior damages. A full refund is out of the question. I have attached a claim form so that we can see exactly what you are requesting in your claim.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The movers damage property and stole from us and damage furniture. They refused to complete move and lots of side conversations on our time. They didn't move everything out of house and they did 2 incomplete loads. Truck was not packed item was thrown in truck. Furniture they broke down was not put back together. This move started at 1015am on 9/6 they never completed move. We had to pay additional from the huge amount we paid them..requesting a refund and to file claim for broken things. We had to in our 2 cars 4 times go back and finish. This is fraud ??. I need this resolved. Thanks

  Business response

  11/17/2021

  Hi *****,

   

  Thank you for choosing EkoMovers. We apologize for this situation. This BBB is the Cincinnati location only. I have forwarded this complaint to the guys in *******. Their contact info is: Joe ###-###-#### or Jamey ###-###-####. ***************** ** ******************* 

  Sincerely

   

  Randy

  EkoMovers Cincinnati

   

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/18/21 We hired Eko Movers in ******* to move our furniture from ***** ******** ****** ****** ********* ** ***** to **** ******* **** ***** ********* ** *****. On the day of the move when the furniture was delivered we discovered two major damages to property. Our 63" Plasma TV screen had multiple large cracks. Our antiques 1960 German Stereo had been turned sideways causing glass mirrors & shelves to be broken. This is a very valuable antique. We were told to call Eko at ###-#### to file a claim. We did and we were told to email them with pictures of the damage. We did so and asked for confirmation of receipt. We received no communication. When we called, 4 times, we were told each time they would contact the claims department. We were transferred each time and it went to voicemail. We left messages and still have never received a call back. We want restitution from Eko for thee damages & need help getting them to respond to us. Regards, ***** *******

  Business response

  10/25/2021

  Hi *****,

  Thank you for making us aware of this situation. Our apologies that there have been service and communication issues regarding your move. We are copying our Franchisee in ******* who you hired and did this move for you. The ******* office will take care of you. The number for Dev is ###-###-####. Please give Dev a call and I'm sure that he can help.

  Sincerely

   

  Randy

  EkoMovers USA

  Cincinnati, OH

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a complaint against: (i) the moving company Eko Movers for overcharging the customer, failing to provide transaction documentation (i.e., payment receipts and bill of lading) at pick-up and delivery, providing insufficient personnel to complete the move at delivery, and neglecting to return customer calls and phone messages; and (ii) ******* *** ***** for overcharging the customer on the deposit amount due prior to the move. I sought a move from *******, ** to *********, ** within the month of July 2021. ******* *** ***** charged a $2,304.33 deposit to my credit card. I believe this amount is more than what is actually owed. Per the language in the estimate, the deposit should be one third of the total move cost, which according to Eko Movers was $3,454.20. Eko Movers charged me a 4% credit card fee on top of the move cost of $3,454.20 ($3,592.36), even though I paid cash. I also had to help the driver deliver my belongings as Eko Movers did not provide sufficient personnel.

  Business response

  08/11/2021

  Your complaint:(i) the moving company Eko Movers for overcharging the customer, YOU HIRED ******* *** *****, NOT EKOMOVERS. THEY ARE A MOVING BROKER. YOUR CONTRACT WAS WITH THEM AND YOU AGREED TO THE ******* THEY GAVE YOU.

  failing to provide transaction documentation (i.e., payment receipts and bill of lading) at pick-up and delivery, YET YOU HAVE THESE DOCUMENTS AND ATTACHED THEM TO YOUR COMPLAINT?

  providing insufficient personnel to complete the move at delivery, YOUR MOVE WAS DONE AS REQUIRED. IF YOU ASSISTED, THAT WAS YOUR OPTION AND OBVIOUSLY AN ATTEMPT TO GET A DISCOUNT. WE NEVER ASK CUSTOMERS TO ASSIST.

  and neglecting to return customer calls and phone messages; THIS IS AN ISSUE WITH ******* *** *****, NOT EKOMOVERS

  and (ii) ******* *** ***** for overcharging the customer on the deposit amount due prior to the move. I sought a move from *******, WA to *********, VA within the month of July 2021. ******* *** ***** charged a $2,304.33 deposit to my credit card. I believe this amount is more than what is actually owed. Per the language in the estimate, the deposit should be one third of the total move cost, which according to Eko Movers was $3,454.20. AGAIN, WHAT YOU WERE CHARGED FOR A DEPOSIT IS WHAT YOU AGREED TO WITH ******* *** *****. WE NEVER RECEIVED A PENNY OF YOUR DEPOSIT. HIRING A MOVING BROKER IS THE CHEAPEST WAY TO MOVE SOMETHING. THE SEVERLEY DISCOUNTED RATE UNFORTUNATELY CAUSES FRUSTRATIONS FROM THE MOVING BROKER. IF WE HAD DONE YOU MOVE DIRECTLY, THE RATE WOULD HAVE BEEN OVER $8,000.

  Eko Movers charged me a 4% credit card fee on top of the move cost of $3,454.20 ($3,592.36), even though I paid cash. I also had to help the driver deliver my belongings as Eko Movers did not provide sufficient personnel.

  Customer response

  08/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  *********** ********

  Eko Movers charged me a 4% credit card processing fee when I paid them in cash, at both pick up and delivery. I should not be paying a credit card rate when I paid in cash. This is dishonest, particularly because I have mentioned ad nauseam to the company that I paid cash at pick up and delivery. I emailed the director of sales and marketing about this issue and my request has not been answered. By my estimate, the company owes me:
  

  $3,592.36 (the cost of the move inclusive of the 4% credit card fee) - $3,454.20 (the total cost of the move, excluding the 4% credit card fee; in other words, the amount they should have requested of me initially) = $138.16.

  If this company is as honest as they have claimed during my interaction over the phone with the director of sales and marketing, then they will provide reimbursement for this customer overcharge.

  In light of my experience to date with the aforementioned director and this company overall, my expectations are low and do not believe that they will do what is right to ensure the customer is treated correctly.

  Ignoring phone calls, phones messages and emails and not providing sufficient personnel to ensure a successful and smooth experience is egregious. Of all the reputable and respected moving companies I contacted prior to dealing with Eko Movers, none of them quoted me a cost anywhere close to $8,000.

  Eko Movers seems to find normal treating a customer poorly and on top it all claiming that they should have demanded close to three times what they already charged (and charging a credit card fee to boot).

  I have moved cross-country before with another moving company, paid much less than $8,000, and had an excellent experience. I am sure I am not the first customer to complain about Eko Movers. Their BBB rating speaks for itself.
  

  Thank you.

  Business response

  08/11/2021

  Hello ***********,
  
  
  Thank you for your business and letting us move you and your family from ******* to VA, We hope you all are settled in by now.
  
  
  I want to clarify a few things. We didn't have the updated paperwork when our team was on site which should have had the updated amounts and we apologise for that. If you can see below the email which was signed by you July 23rd and which clearly shows the amount due at  Pick-Up: $1950.75 and Delivery: $1950.75 . We received  $1950.75 at pick up and we received $1632 at delivery in cash. So you still owe us $318.75, please let us know at your earliest convenience when we can collect the rest of payment. Looks like our team sent you the wrong invoice and I ask you to disregard the old invoice and consider the new invoice which is attached. Please let me know if you have any questions or concerns. We would also appreciate it if you can update the BBB with the claim you filed which is not true.
  
  
  Again thanks for your business, we look forward to working with you.
  
  Regards
  Ekomovers 

  Customer response

  08/12/2021

  Consumer has confirmed resolution of this matter.
  

  Customer response

  08/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that it DOES resolve my complaint, provided that Eko Movers agrees to payment by check in the amount of $309.14 as shown below.  For reference, my response to their latest message figures below.
  
  Thank you.
  
  *********** ********

   

  I appreciate Eko Movers providing the final invoice and final estimate for my move (job ********) on August 11, 2021. It is regrettable that my request for paperwork has taken this long to be addressed by the company, but I am relieved at last to have some clarity on this matter.
  
  
  After reviewing the paperwork that the company provided on August 11, it appears the amount paid is below the move cost and I owe the company $309.14, as shown below:
  
  
  Per the latest estimate emailed on 08/11/21:

  Deposit  $  2,194.60
  Pick-up  $  1,950.75
  Delivery  $  1,950.75
  Total cost  $  6,096.10
  
  My payments to date:

  Deposit  $  2,194.60
  Cash paid at pick-up  $  1,960.00
  Cash paid at delivery  $  1,632.36
  Total paid  $  5,786.96
  
  Difference:  $     309.14
  This is the amount I owe the company.
  
  
  I will pay this amount with a check. I ask that the company please specify the name of the party that the check should be written to and the address that the check should be mailed to.
  
  
  With regards to my complaint with the Better Business Bureau, I have submitted a request with the Better Business Bureau on August 11 to adjust the original text of my complaint, so as to remove mention of overcharging the customer as well as the mention of charging a 4% credit card fee on top of the move cost.

  Everything else in the complaint, however, is accurate and stands: the company should have provided the customer adequate paperwork at the times of pick-up and delivery (at a minimum, a bill of lading); providing insufficient manpower to complete the move at the time of delivery; not returning calls or messages. These three elements reflect poor customer service and should have been addressed then with the care and urgency that the company is currently lending to this complaint. 
  
  
  Thank you.

• Initial Complaint

  07/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was moving from a small 2 bed apartment to my house. EKOMOVERS gave me a quote for 2-3 hours ( approx cost of $489.00 - $634.00). The movers turned up without any tools. Broke my bookshelf, didn't have space to move some of my items. Created intentional delays and took 6 hours to move within the city giving me a final invoice of $909. I have never heard anyone spending $900 for a 2 bed apartment. This is a total rip off.

  Business response

  07/04/2021

  Thank you for the opportunity to do your move. Your request was for a small 2BR apt. We sent an 18-ft box truck, which was completely full, as you stated, and everything wouldn't fit. Giving your mover an accurate inventory will definately give you the opportunity for a more accurate quote for how long the move will take. In the heat of summer with temps around 90+ degrees, the moving process is definately slowed down. Elevators, stairs, how close we can park to the entrance way, long carry, weather, all of these things impact how long it takes to do a move. Loading a full truck after putting on moving blankets and shrink wrap as needed, usually takes 3-6 hours. Then add driving to the unload and unload time. If uou would like to discuss this further, please give us a call. We are here for you.

  Customer response

  07/04/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  ******** *******
  
  

*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. ↩