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:06/02/2025

  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.

  I initially hired Bigger Better Movers to move furniture from 7757 S. Mingo Road in Tulsa to *** ** ***** ****** ** *********** ** on March 20, 2025. They spent a total of 4.5 hours moving all furniture and boxes, and I paid them a total of $683.05. During the move, one of my end tables in a matching set was dropped off the back of the moving truck and broken. Bigger Better Movers said that I could file a claim with their damages department and receive 10 cents per pound for the end table, or, they could take it back to their warehouse and have it repaired in 4-6 weeks. At the time, the mover on staff, Ivan, said it would not be worth it to file a claim since their insurance would not cover the value of the table. I agreed to them repairing the table, and so they took it back to their warehouse on 3/20/25 to repair it and said it would be finished in 4-6 weeks. I called on 4/3/25, and they said they had another 2 weeks to complete the repair and to call back then. I called on 4/23/25, and was advised to file a claim despite their earlier advice, and was told it had still not been repaired. After filing a claim on 4/26/25, a team member reached out on 5/5/25 and said they needed my address to deliver the completed end table. I replied, but the table never arrived. I called again on 5/20/25, and a sale team member informed me the table had never actually been completed, and had been “lost in the warehouse for awhile”. I then asked to be transferred me to a manager, who then assured me he would call me by 5/23/25 to give me a status update on the end table. I never received that call. On 5/29/25, I contacted the business again to tell them I would like to pick up the end table or have it delivered regardless of it was repaired or not. They assured me they would deliver it on the morning of 5/30/25. It was never delivered. In the afternoon of 5/30/25, and on 6/2/25 I made several attempts to contact the business, but no attempts at contact have been answered.

  Business Response

  Date: 06/09/2025

  The repair did take longer than expected. However, the repair was successfully completed and the table was returned to the customer 6/5. No further action is required or outstanding. 

  Customer Answer

  Date: 06/09/2025

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

  Despite the fact the end table was technically returned on 6/5/25, it was not returned in any sense of reasonable manner. The table was promised to be returned on 6/4/25, but there were many errors and excuses and the table never showed up. I understand technical difficulties happen, however, it is a reasonable expectation for a business to communicate pertinent information to customers if a timeline changes. I initiated the calls with Bigger Better Movers every single time, after the end table had still not been delivered over an hour after the promised time. I was also verbatim told by the operations manager on 6/5/25 that “he was just too mad to talk to anyone” because of the delays. That is not an acceptable excuse. While I do appreciate that I finally have my property returned, no consumer should be put in the position where they have to consistently beg for answers or updates with nothing other than a clearly insincere apology and unprofessional excuses.

  
  
  Sincerely,
  ********* *****

• Initial Complaint

  Date:05/15/2025

  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.

  On 4/28/2025 Bigger Better movers damaged my dryer while moving it. As they were unloading to bring up stairs I heard a big boom. I asked them did they drop the dryer. One of the movers stated no. It fell off the dolly but they caught it. I asked if did any damage they said no. When they got it in they put in laundry room area. They failed to hook it up knowing they cause damage to back of dryer where it fell but didn’t inform me of it. I see know why they said they couldn’t hook it up. So 5/30 I got someone to come hook it up that’s when I discovered the damage to back of dryer when movers dropped it odd dolly. I was told don’t damage cannot be installed as that part will need to be replaced. I immediately called BBM spoke to ******* who stated that should be easy fix and they would take care of it just fill out claim online since I was still in reporting timeframe. I immediately completed claim online that Wednesday 5/30. Come Monday I hadn’t heard from anyone. I called BBM spoke to ****** who stated will escalate issue to boss ****** ***** also owner of company and will get escalated to claims. Stilll no response. So I called back to BBM Tuesday spoke to ******* who then acted like a complete jerk, very rude, unprofessional and literally laughed at me because I asked to be compensated or refunded. ******* then denied me speaking to owner stated he doesn’t take messages for call back nor would he return customers calls. I could only speak with ******* or Jeremy. I said that’s not true I actually spoke to ****** the day I called to set appointment. I doubt if ******* relayed message etc so basically they will not repair, refund or try to resolve what they broke. My dryer is brand new I received it 8/7/2024, only had it 8 months. I called BBM again to speak with ****** of course ******* said he won’t take calls let claims handle it. Told him I will be taking legal action against them since I’ll have to pay for repairs. After that I received and email
  From *******

  Business Response

  Date: 06/05/2025

  *******, Was appropriately communicated with by our claims department and offered settlement in accordance with our terms and conditions agreed upon by both parties prior to the move. Our team eventually raised the limit in good faith as a one time courtesy. There has been no legal action taken and she accepted the offer presented by our claims department. 

• Initial Complaint

  Date:04/30/2024

  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.

  I was originally scheduled to receive service between 9am-10am. I havent heard from the company once 10am came around. I called the company and the manager answered and replied with oh I forgot to update you. He then changed the time to 1pm. Once The movers arrived at my apartment, they wrapped my couch up to avoid any water damage etc. once we got the destination, the mover informed once they were attempting to move my couch. The entire couch was covered in rain and dirt from inside the truck. The movers showed me the damaged parts of the truck where there were multiple holes, that led to water leaking onto my couch. Spoke with the manager, he only offered furniture service to get it restored. I informed them that I will not being home (travel for work to *********). Manager was unapologetic about the circumstances and refused to offer any other solutions.

  Business Response

  Date: 08/22/2024

  Dear ****************,

  Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you experienced with our service.

  We understand that the delay and lack of communication regarding your scheduled service time were unacceptable. We should have kept you informed of any changes and apologize for the oversight.

  Regarding the condition of your couch, we regret that it was exposed to rain and dirt due to the condition of the truck. This is not the standard of service we strive to provide. We appreciate your feedback, as it helps us identify areas for improvement.

  To address the issues youve raised, we are taking the following steps:

  1. Reviewing Our Procedures: We are conducting a thorough review of our scheduling and communication processes to ensure better accuracy and customer updates in the future.

  2. Improving Vehicle Maintenance: We are enhancing our vehicle maintenance protocols to prevent similar issues from occurring and ensure that all equipment is in optimal condition.

  3. Enhanced Training: We are reinforcing our training programs for staff to ensure they handle all aspects of moving with the utmost care and professionalism.

  While we are unable to offer direct compensation at this time, we hope these measures demonstrate our commitment to improving our service. We value your feedback and will use it to make meaningful changes.

  Thank you again for your patience and understanding. If you have any further concerns or require additional assistance, please do not hesitate to contact us directly

  Customer Answer

  Date: 08/22/2024

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

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Move on 4/11/24. I called the same day and following day to report damages. Movers claimed the only damage was to office chair when they were done with the job. ******, the lead mover, said that is not something the company compensates for and they don't have parts to fix it, but could try to see if they have a part to fix it in their shop.Items damaged in move:Fridge door dented diagonally, see picture.Samsung 25.5 cu. ft. French Door Refrigerator in Stainless Steel Model # RF260BEAESR Office chair: LaZBoy Arcadian Bonded Leather Executive ***** ***** *****, Chair was dropped and movers couldn't locate part for base. See picture Door deadbolt not working since door was taken off hinges and reattached by movers Front door, paint and doorframe gouged. See picture. The door was taken off the hinges to move the fridge inside and was not properly put back on, resulting our deadbolt not latching.We have been getting the run around from ****** at Bigger Better Movers and excuses on why repairs cannot be made/compensation not done. I have placed several calls and there is no follow through, only they will work on calling a contractor to fix doorway. Our house is new construction and the front door looks awful.We are also upset we had to make several trips using our own vehicles to move items. We are too old for this c*** called moving. ******* at Bigger Better Movers had come to our house to make an assessment of items PRE move and said we needed one truck. The truck was full when only 3/4 of our move items were loaded. This resulted in us paying for another crew and truck or moving remaining items ourselves.We are seeking immediate action on fixing our gouged front door including proper alignment with hinges and compensation for dented fridge and damaged office chair.

  Business Response

  Date: 08/22/2024

  Dear ******,

  Thank you for your detailed feedback regarding the issues you encountered during your move on April 11, 2024. We are sorry to hear about the challenges you faced and appreciate the opportunity to address your concerns.

  We are sorry your move was less than perfect and have offered to assist you with a successful resolution in accordance with our terms and conditions and limits of liability.

  Next Steps:

  All claims and concerns are being handled as per the policies provided to you prior to the move. If you have any further questions or require additional information, please reach out to us directly at ************ or  *********************************. We are committed to resolving these matters and ensuring your satisfaction.

  Thank you for your patience and understanding as we work to address these issues in line with our policies.

  Sincerely,

  Customer Answer

  Date: 08/22/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/21/2024

  Type:Billing 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.

  The move took place on February 27, 2024, and I paid $1600.00 dollars for the move, which ran over time because of the incompetence of the movers. They ruined many of my items because they were not packed well. Nothing was packed in any kind of order. They tore in the new flooring in my apartment. I asked them to please move my freezer next to the counter. They said they would repair it. When asked for that in writing they blamed it on me.

  Business Response

  Date: 08/22/2024

  Dear ****,

  Thank you for bringing your concerns to our attention. We are sorry to hear about the issues you encountered during your move on February 27, 2024. We strive to provide high-quality service, and it is clear that you believe we fell short in this instance.

  Our claims team went back and forth with you for weeks working toward a successful resolution in accordance with our terms and conditions and limits of liability agreed upon  by both parties prior to the move. 

  Our team has found that you in fact were responsible for scooting your own fridge into position causing the damage to the flooring. We still offered assistance. You declined all options and decided to pursue alternative options. We wish you the best. 

• Initial Complaint

  Date:11/14/2023

  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.

  Date of move was 9/23-9/24/22. Move between two homes in ******, **. Movers unorganized, wasted time. Movers would not follow directions. A job that should have easily been completed in one day, and was estimated for 6 hours, ended up spilling into Saturday. They were already booked for Saturday, but came back late in the day on Saturday. The crew on Saturday acted like they didn't want to be working, and let us know as it was getting late on Saturday that they needed to be done with the job. They did not move all of our belongings as requested. It took us many truck and car loads to move the rest of our things. Estimate for move was $2,410. Refrigerator/freezer that they told us not to take the food out of, was loaded on a moving truck on Friday, driven back to their location Friday night, and unloaded at our home late on Saturday. Refrigerator had not been plugged in for 1 1/2 days. Damage to both homes and our furniture. Movers went in and out through doorways that were too narrow, after being asked not to. Move was into a new build home with custom stained oak trim throughout and custom solid-core oak doors. Movers disassembled our treadmill, but didn't move it. We had to have the treadmill moved and reassembled. We asked the employees to follow the coding system we had created to know where the boxes went in the new home. They put boxes wherever they wanted to unless we were right there insisting they put them where they belonged. Most boxes we had to have moved to their correct location. We were overcharged for the move due to the employees wasting so much time, being so disorganized, and not following instructions. Have tried since the move to resolve this through texts, emails, phone calls, and even two visits from the movers to our home. They only offered us a $200 check for a bookcase which they severely damaged. They will not respond to us now. Thanks for your assistance!

  Business Response

  Date: 08/22/2024

  Dear **********,

  Thank you for bringing your concerns to our attention. We are sorry to hear about the difficulties you experienced during your move between homes in ******, **, on September *****, 2022. We have taken your feedback into consideration for all moves moving forward and adjusted internal processes to ensure our customers experience improves. We appreciate your business.

• Initial Complaint

  Date:10/23/2023

  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.

  I hired Bigger Better Movers to load my belongings on October 12, 2023 and unload to my new home on October 13, 2023. The estimate provided included a 26 ft truck and totaled $1,169. The movers arrived to load the truck with a smaller truck than was discussed. This made it where not all our belongings fit inside the truck. My husband had to rent a separate **Haul and load it by himself and then unload it the next day by himself as well. This was at our own expense. The crew unloading discovered a broken lamp and a broken bookshelf. It was also taking a great deal longer to unload than anticipated. The crew unloading approached me when they were halfway finished unloading the truck to collect payment; which is standard procedure. At that time, I was told I owed $1,538.75. I called the company to discuss why it was so much higher and be compensated for the broken items. We settled on a payment of $1000 due to the broken items, rental of the **Haul, unloading of the **Haul, and the extended time it was taking. The crew continued to unload items after payment had been given and we discovered our couch had also been broken. Pictures were taken by the crew and sent to the managers. Monday morning, I reached out to the company to discuss compensation for repair of the couch and they are now refusing to pay for any repairs. It is upsetting to me that I was required to pay for services and then discover that a $3000 couch was broken and it is my responsibility to have it repaired. I will add that since unpacking, we have discovered a shattered hanging picture, an entire box of glass items broken (that were wrapped in protective covering), and a missing piece to furniture. I expect accidents to happen during a move. The amount of items damaged or broken during this move is beyond the realm of normal. I am not asking the company for any reimbursement but I am asking that they pay for the repair of the couch that they are responsible for breaking.

  Business Response

  Date: 08/22/2024

  Thank you for sharing your concerns regarding your move on October *****, 2023. We sincerely apologize for the issues you experienced and understand your frustration. Our team previously attempted to work with you to resolve these issues in your favor. Unfortunately we were unable to come to terms. We have taken all feedback into consideration and appreciate your business. We wish you the best. 

• Initial Complaint

  Date:10/21/2022

  Type:Product 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.

  This happened in September I paid the full amount quoted even though I did not receive the full service that was quoted. I paid $1,400.00 and they were to move my furniture and fish tank to the new location on 16th but were to deliver a very large table to ******. they did not move the table from the original address. I have called multiple times and no response on claim. I figured I would give this a shot before i have my attorney take it from here. yesterday i left the following review on ******* which pretty much sums everything up: "Hate to leave a review like this but figure I'd like to save someone from having the same horrible experience as me. This company couldn't have been worse. Was told I was paid in Full 100% after paying even though I only received half of what I was quoted. Then to my surprise AFTER I made a claim from an insane amount of damage from these guys, they sent me a bill for MORE money. AFTER I was told I was paid in full. They have yet to this day refund me for any of my damages. They broke a saltwater tank, I lost all my fish and corals because of them, they gouged my walls and broke several pieces of furniture and again have STILL done NOTHING to fix this. Very disappointed in the experience. Please don't make the mistake I made. USE SOMEONE ELSE"

  Business Response

  Date: 10/31/2022

  We have offered this customer several different solutions to his issue. This is a simple matter, Damage occurred, we attempted to make it right and all solutions were turned down by the customer. Our contract clearly states that all invoices must be paid in full prior to being eligible for any claims. The customer was notified and agreed to this contract in writing prior to the move. Like all other moving companies we bill based on the time spent on each job. The customer paid a portion of the total invoice and even tipped the guys. After the job he reported damage to our office regarding glass to a fish tank. We work directly with ************* at *********************************** in *** since damages do occur in our business. Even though our policy clearly states that we do not cover glass unless special packing is purchased (which it was not) we still offered to make it right but needed to pick up the tank to have it repaired. We let him know we would need to collect the remaining outstanding balance and we would cover the cost for any repairs needed. The customer refused and wanted a check in full for the fish tank even though he has not paid his invoice with us. The second solution offered was that we could cancel the total outstanding balance of $612.50 and he could accept the damages as is. This wasn't good enough for him either. He then reported this to the BBB as if he was treated unfairly. 

  Here is a link to our contract. Signatures and applicable sections of the contract are attached above.

  https://www.biggerbettermovers.com/terms-and-conditions/

  Customer Answer

  Date: 11/01/2022

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

   

  - the business, who i will further refer to as "BBM", told me I was paid IN FULL the day of move, Ran my card and then said I could make claim since i already PAID IN FULL. 

  - BBM never contacted me to make anything "right" after my claim. 

  - BBM never told me i needed to buy anything for the tables or cabinets that were broke. they did offer for me to buy a box for a tv but i told them i would move it myself. that is a blatant LIE. they NEVER told me i needed to buy anything or the tables. I would like written proof of this.

  - they reference trying to pick items up for repair. that is also a blatant LIE. i would like to see where they offered this? 

  - To be clear. they told me i could make my claim after i paid in full on day of move. that is what i did. i paid. was told i was paid in full and thy have yet to repair or replace anything. 

   

  this company is very very crooked and has lied multiple times on their statement. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/03/2022

  We have attached a copy of the invoice and hours worked. As previously noted the customer never once disputed the amount of time spent on the job. Our billing is very clear and upfront. We clearly label our rates in the description of all estimates and invoices. The invoice attached shows the time spent on the job and total amount due. We billed for 7.5 hours which comes to $2075.50. The customer paid $1463.00 and refused to pay any more due to damaged items. All of our trucks are gps tracked and signatures are time stamped. We only billed for the amount of time and services rendered. There are No extra fees, hidden charges etc as we ************** our customers. Per our contract we do require full payment before settling any claims. We're still happy to help him settle his outstanding claim but we must collect payment first. As previously stated, the other option is to waive the amount outstanding and have him accept the damage as is. He has continued to refuse both and threaten legal action.

   

  We'd love to make this right but we must collect payment for our service rendered. He has refused to pay anything else.

  Customer Answer

  Date: 11/07/2022

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

  to this day they have never not once sent me an invoice. even the day of the charge i asked them why I'm am going to pay without getting an invoice. still paid and they still said I was paid in full, that is until apparently i wasn't. this is yet again another bs answer from a bs company.

  
  Sincerely,
  
  ***********************