ComplaintsforPDX Movers LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired PDX Movers to load two PODS. When PODS arrived, saw the "professional moving crew" had damaged 12 furniture pieces and one heavy duty tote with negligent packing. Three of many examples: 1. Heavy boxes stacked on couch cushions 2. Box clearly marked fragile under heavy boxes 3. Almost every wooden item wasnt separated by moving blankets We had already booked a new crew to help us unload heavy items. **** lead agreed the prior crew had made terrible packing choices. I talked with his supervisor who assured me if we filed damage claims, he would ensure quick resolution. The next day, I got this email: First off, we are sorry that an incident has happened and we want to take the proper steps to rectify any concerns you may have. We take a lot of pride in the work we do, and do our best to avoid damages, however, sometimes accidents happen and we want to work with you through these mistakes. PDX Movers was hired to complete a labor only job. According to your estimate and contract, PDX Movers is not liable for any damages that occurred once the truck was loaded and the door was shut or damages resulting from the packing of items. I emailed the supervisor. No response. I waited six days and emailed asking for a good time to call and talk. No response. The next day I called him, and he explained he had no authority to help me, but that he could connect me with his manager. He said she was out of the office but would get back to me two days later. That was four days ago. Still no response.Yes, they are not liable for the way we packed our BOXES, but they ARE liable for how their crew packed our furniture. They did not live up to what they claim in their promotional materials: Our number one goal is to make our customers happy. The team prides themselves in five-star customer service and strive to make every move run smoothly and efficiently. They need to make it right instead of hiding behind contract language that they twist for their own gain.

  

  Business response

  07/29/2024

  I have reached out to the customer personally and am working towards resolution with them. Thanks, ****

  Customer response

  08/05/2024

   
  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

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rec'd estimate of $7419.42 on 11/21, they revised w/marketing disc and resent. I signed via DocuSign after they stated this was the set price w/no hidden fees. They did a walk thru at my ************ reflected their inventory list, etc that needed to be moved to Cali. Pd my $500 dep on 11/29. Pd them an add'l $3342.84 3 days prior to my move date. The crew of 4 guys arrived at 9 am & started packing their truck & informed me they used add'l materials so I had to pay an add'l $291.40 or they wouldn't leave. 3 hrs later, I rec'd another call stating they had to unload 700 lbs of my ************ would remain there for me to p/u or they could dispose of them. WTH? I was already driving on I 5 on my way to my new home! They then said a 'coordinator'; would call me in the morning w/other possible options. On 12/12 one guy arrived at my new home in Cali and requested the bal be pd, of course. I pd $3500.55. It was just 1 driver. No help. Half hr later, 4 add'l guys showed up. Not from *** but another company or laborers, not sure however 3 of them reeked of pot very heavily. I questioned the *************** laughed. . I paid a total of $7634.50 - $215.08 MORE THAN ESTIMATE, not including the add'l delivery charge of $779.86 they charged me!!! On 12/13 they called to say they could deliver in early Jan for an add'l $750. I agreed reluctantly or I would not get my personal prop back. 1/10 they emailed me that they could not deliver in Jan due to ************** would notify me of another possible date. I emailed/called them twice a week. They replied finally that they can deliver 2/17 at 8 am. They advised me to bring help for the driver would be alone. He requested $779.86, not the $750 they agreed. REALLY! The *** driver in fact showed up alone & I helped unload my items from their truck. I am asking is this really how a moving company works??? I feel strongly that I should get a credit back for the inconvenience & stress during a critical time of my life

  

  Business response

  03/29/2024

  Hi ********,
  I want to start off with a big apology. We aim to please, and its clear we have not done that here. So I want to start there. Im sorry we didnt meet your expectations. These kinds of situations are very difficult, because there are a lot of parts. So I want to take the time to address all of your concerns here.
  The Original estimate for 1 truck was $7419.42, and the Final bill for 1 truck was *******. (a difference of $215.37). This was because there were additional materials used during the load that werent on the original estimate. 
  For out of state moves, we send one lead mover to drive the truck and manage the move, but we hire a team on the other end to help us unload. This is to keep costs down. Paying a crew of movers to sit in a truck for 10 hours each way to do 3 hours of actual labor is not economical.  We use partner companies when we can, and do our best to vet good companies. The load is the tough part anyway. That is what determines if your belongings arrive safely or not. 
  But the big issue that we ran into here is that the truck was overweight. We were able to fit everything into the truck, but the goods were too heavy. This can be tricky to estimate sometimes. We use a moving software that estimates both Cubic feet and weight based on historical averages collected over time. It does a good job, but can be off if a customer has heavier than usual items. Estimating the cubic feet is easier, and was accurate on this job. We estimated the weight to be 7408 lbs. The weight limit on medium duty box trucks is ****** lbs, and the empty weight of the truck we used came in at ***** lbs. This means we could have fit up 9300 lbs. Unfortunately, after loading all of your items, the weight of your household goods was closer to ******, putting our truck overweight.
  Our contract was for moving 1 truck worth of stuff up to ******. This is stated at the very top of our scope of services in our contract. Its the first thing we want you to read. This part is very important, because adding a second truck becomes very costly and causes issues like the one were dealing with here. But this is a conversation that we had up front. 
  Were very sorry that our weight estimate was off. We do our best here. If we could weigh everything before your move to confirm ahead of time we would. The toughest part of being in this industry is situations like this. 
  Directly following the load, we got the weight tickets back from the crew and saw that this was overweight. We did not wait until the next day to call, we called the same day at 4:55pm and presented the following options: 
  1) Add an additional truck for an additional cost
  2) Customer moves the excess weight 
  3) Store the items with us until we can decide what to do
  4) Dispose of items 
  5) Remove items from the truck and we can deliver at a later date based on availability for an additional cost. And if we can add it to a shipment going toward the area we can keep the costs down. 
  Option 5 was chosen. 
  To keep costs at a minimum, we agreed to add the additional items to a truck that was going to be in the area for a pickup. We also agreed beforehand that we would only be bringing 1 mover down on this job, again to keep the costs to a minimum.  We did this part of the move at cost. We would have been happy to add labor, but that would have increased the cost. And the customer did not want that. The agreed upon price was $750 for cash, check or ACH, or 3% additional for a credit card. 
  With all that being said, I'm truly sorry to hear about the stressful and frustrating experience you've encountered with our moving service. We aim to provide clear, upfront estimates and maintain transparency about any potential changes, including additional costs due to unforeseen circumstances. We take your feedback very seriously and would like to address this matter promptly. I apologize for the inconvenience and I appreciate you giving us the opportunity to work through these issues. To resolve this, I will reach out to you personally to see if there is a compromise that we can make, and I will do my best to help.
  Thanks, 
  **** - Owner
  
  

  Customer response

  04/02/2024

   
  Complaint: 21472636
  
  I am rejecting this response because:
  

  I just read your reply to my complaint and noted a few incorrect statements you made...
  
  First of all, I was not notified at any time that you would charge extra for additional packing materials used, nor did **** or your crew share that info with me as they were packing up. They just kept saying, no problem, we will wrap that, or we will pack that in our boxes. I actually had many boxes as well as packing materials left but they kept using their own. Of course, i was thinking they were just trying to be quick and efficient. Little did I know that I would have to pay extra for these materials once they were done!
  
  
  Secondly, no one every called me after my initial drop-off to express their apologies for having their crew show up  hour late and high on weed! REALLY?? Is this how you run your business? I understand not bringing your own crew for sake of having to pay them for the drive here but to bring in a labor crew that needed to be high to work? I felt a bit worried due to liability reasons and the fact that they kept asking; "Do you live alone?",  "You have nice cars!", "Your house is super nice!" I did not know what to think.  
  
  Lastly, I was NOT told I had to bring $750 cash nor was I told either verbally nor via email that I would be charged a service fee but you or ***** sure enough made a point to call me to say, you better be there at 8 am or we will leave for our next move but your driver showed up 22 minutes late!! Had I shown up late due to traffic or unforeseeable reasons, your driver was instructed to leave and move on with his other job. Is that considerate and the way to run your business? 
  
  
  It is obvious I was not happy nor felt your business did anything to help this situation. You should have called or emailed several times during this process. I had to call to find out what the new drop off/delivery date was when the first 2 dates cancelled. This was the most stressful move I have ever experienced, and I have moved several times! At no time did anyone there contact me with any form of compensation, nor an apology nor any other form of resolution  for my experience!
  
  
  You say you hold a high standard here, however never did you state that while I was going through this moving process that has consumed my time over the past 3 months. A move that should have taken 2 days! 
  
  
  At this point, I do not feel anything you can do or say will change the experience. the damage has been done, however gratefully I am done with this all! 
  
  
  If you truly want to 'work towards a resolution', I suggest you compensate me for some of the above charges that I was not prepared for as well as all the extra time I spent managing this 2 month & 1 week move! 
  
  
  Rosemary 
  
  
  
  

  

  Business response

  04/10/2024

  It is clear that we failed you in the communication process. It seems that is where most of our issues stem from. I want to offer my sincere apology for not doing a better job of communicating clearly with you. I do want to offer some notes on our process. In our contracts, we are very thorough about what to expect. The most important section is the Scope of services section which starts at the top of the first page. (This does not excuse us for not communicating better in our conversations with you.)

  At the top of our contract it states: The customer will be pre-packed and ready to go. This means that anything that is small enough to be in a box, will be packed and sealed into a box. When we arrived there was packing to do. Were more than happy to pack, but we do charge for materials and labor to do this. Were very sorry that we did not do a better job of communicating this to you. 

  The driver was scheduled to arrive at 8am, and was there at 8am sharp. We schedule the driver, who is the move *******, to show up before the help arrives. We do this so that he has time to greet the customer, and make a good plan for the move. The help arrived as scheduled. I did not know that there was issues with the help until I received your complaint. We do our best to vet good companies. This was a new company for us that had great reviews. Im sorry they didnt show up professionally. We have already placed them on our do not use list. Im glad nothing was broken. 

  Our contract states the payment terms in the payment terms section: In this section it states On the day of your unload, your remaining balance will be due prior to the movers unloading your truck. Payments can be made via Cashiers ****** E-****** ACH or Card (3.3% fee of any amount charged for use of card.) I do want to apologize again for not doing a better job of communicating this though. We dont want you to have to find everything in our contracts. We pride ourselves on transparency, and we needed to do a better job.
  
  Note: To resolve things: ******** requested a refund of $637 and we approved it. 
  
  I hope you can forgive us ********. We try really hard, but sometimes make mistakes. When we do, we try our best to make things right. I hope after approving your request we have done that here.

  My ******************
  

  
  

  Customer response

  04/11/2024

   
  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

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction: 05/31/2023 Money Paid to business: $ Have not received invoice yet $488?Business committed to have **, *************** Construction as their client and to move our clients furniture out of their home. Business also committed to have a contract with us and to bill us.Dispute: PDX Movers fully knew that we were the Contractor of this transaction and everything was supposed to go through us. As Contractors, we have a 20% markup for any Subcontractors used. All subcontractors are fully aware that they do not disclose cost of transaction to client and to fully go through us. PDX Movers went against this disclosure and informed our client (with whom they do not have a contract with) of the costs of the move, thus not allowing us to markup for our communication and time put into making this happen. After finding this out from our client, I proceeded to call PDX Movers to find out where in the world they thought this was okay. Not only was I proceeded to be argued with be the employee that answered, once I got through to the Manager, *****, he also proceeded to argue as to this is how things go. Not only is this the first time in 10 years that we have ever had this happen but this is the first time that I have ever delt with a Subcontractor that disclosed the bill to the Contractors client.At the end of the call with the Manager, *****, I let him know I would be filing a complaint with the BBB. At that point he made sure to let me know that we are both Small Businesses and he can do the same. In no way do I believe this company to be professional nor knowledgeable of working with contractors. Since we are the client, yet they gave personal information to someone that did not sign the contract and PDX Movers proceeded to threaten the BBB against my company (the client) after I said I was going to make a report against them, I would highly recommend not doing business with this company. They made us lose out on our part of OUR job as their client.

  

  Business response

  06/05/2023

  Here at PDX Movers we strive to have the best customer service in town, with that communication is key. We have the privilege of recording all our conversations over the phone and I was able to review these conversations and concluded that this dialect was never mentioned to us nor was ever discussed by our team or *****'s. Simply put we were never told to not disclose pricing to anyone involved, although normal practice in their industry our team is required to have the final Bill of Lading signed off by the person consigning the shipment. All BOLS include the final pricing. It was explained to ***** that had that been mentioned to us we could have used their pricing, or used another form for the consignee to sign off on, we were not informed the consignee (person on site) was not privy to this information. With that being said I was able to see how conversations went and decided that our team handled the situation well, it was only when they were talked down to, cursed at and ridiculed that we decided to not take further action in continuing business with *************** Construction as we want to align ourselves with companies who care and treat people with respect even when mistakes are made. The total bill came out to $491.22 which was a loss of mark up of $98.25. I tried several times to reach ***** to let her know I would cover this cost as it was the right thing to do. Only to be hung up on and no returned call. After she mentioned she would go to BBB I did mention we are both small business's and understand that is her right. I never implied or said a threat, she proceeded to call us back demanding me to tell her it was a threat, however I could not, I was simply letting her know we know the importance of a BBB reputation so I can empathize with her concern. Instead she came to her own conclusion and decided hostility was worth the tarnishing of the relationship instead of working towards a resolution. 

  Customer response

  06/08/2023

   
  Complaint: 20127564
  
  I am rejecting this response because:  This seems to be the standard of responses from PDX Movers. When a customer is unsatisfied, they argue and make excuses. Obviously I am not the only one that has had similar responses from *****. Instead of accusing me of not answering maybe you should ask why I was unable to. I have had a lot of health problems and just had surgery. I have been in and out of the Doctors and hyperbaric ********, so it wasnt good timing. Of course you took that personally instead of understanding that people have other things going on in their lives that do not revolve around you. Whether you want to accept it or not, you did not stand up to the customer service necessary to ever have us, or maybe other contractors ever want to work with you. There was never a relationship as this was the first time we tried you guys and have learned our ******* I am not sure what this " markup" that you lost on because your guys told OUR clients the bill was $488 which is exactly what we got charged and this was before we had any conversation. We will just agree to disagree and we will never you guys again. Obviously you have no idea how markup works for contractors nor hold to a Client confidentiality agreement. Thats fine. You are the first subs we have ever worked with in well over 10 years that has ever done this so ****** learned on us. I promise if you keep arguing with your clients and justifying your actions with excuses, this will keep happening. 

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

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/07/22 we purchased and received keys for our new home. The sellers of the home hired PDX Movers for their move. Upon initial inspection of the home, we were told by our agent that there was damage done by PDX Movers LLC team to our walls and flooring and that a claim had been filed. Additionally, we found piles of moving blankets, dollys taking up more than half of our shed, left by the movers that we were not notified about. A representative from the company contacted us to retrieve the items, but we were also told that the team of movers had come to the property while we were not home and trespassed to enter our backyard and attempt entry into the shed. I expressed my frustration to the representative, ********, and I informed them that were never contacted for permission to leave the items there and were not informed, nor did we allow them entry onto our property. I also inquired about the claim and was told they do not have any information. We arranged a time and the movers were able to come retrieve their items from the shed.I have since contacted the company by phone two more times about two weeks apart, I spoke to two separate representatives who told me that someone would contact me to resolve this and I never received a call. They also told me that these things can take weeks to resolve. The issue did not take weeks to resolve and I offered full cooperation when the company wanted their items back that they left unauthorized on our property, but when it comes to scheduling a time to fix the damage they did I have not been able to reach anyone who can offer me an answer for over a month.

  Customer response

  01/17/2023

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

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our tenants used PDX movers for their furniture. Our driveway was scraped and 11 dents or divots were caused by their moving truck. One of their employees, ************, provided our tenant with a signed confirmation of the damage. We have been trying for three months to get PDX movers to repair the driveway to its original condition, as they agreed. I have three months of emails and photos with their internal claims department to try to get this repaired. They did repair a small number of the divots, in adequately and finished with a very sloppy slurry job. I contacted them again and they assured me that it would be repaired. In the interim, a new tenant moved in and caused two additional scrapes over the slurried area. Due to this, PDX movers is not claiming full responsibility. they are not a reputable company and have lied to me repeatedly.

  

  Business response

  09/13/2022

  The person with the concern is the home owner, we moved the tenants out of the house. During the move, our truck tailgate made a small grove in the driveway as its very sloped. I explained to the home owner that because of the high pitch of the driveway that this would always be a concern that she would have to deal with because of the pitch. With that being said I informed her that we had a specialist come out and determine the damage done by us was not severe enough to warrant any repair, however he did recommend a seal. He also advised that the seal or patch would be a different color than her driveway so she would need to be okay with this. I relayed this to here in an email seen in exhibit 1 stating this and she confirmed this would be okay. After the repair she redacted this and said she did not want this after all. We sent another specialist out to find these new damages (she submitted in here complaint where the new damages) caused by her new tenant. We then let her know we could no longer do anything as the new tenant has the responsibly of the excessive damage that occurred by them, not us. We informed her that we were counseled by our insurance that she has would now need to have the new tenant fix the driveway as the have caused significant damage over the existing repair and it would be denied by our insurance. Unfortunately she does not see it this way and is insisting that we re-do her drive way in its entirety which is obviously not an option. 

  Exhibit 1 - Claimant agreeing to the repair.

  Exhibit 2 - New damage caused by new tenant after we sealed the driveway. Red arrows indicate new damage done by new tenant. Blue arrows indicate existing damage before us. The Green arrow is the damage we did but sealed the entire driveway. 

   

  Customer response

  09/16/2022

   
  Complaint: 17899614
  
  I am rejecting this response because:

  First of all, thank you for taking the time to review this issue.  Secondly, I want to point out that we have rented this home for over 40 years, with the steep pitch to the driveway, and have never had a moving truck damage the driveway in this fashion. 

  
  The business is correct that I did understand that the repairs would be discolored due to the age of our driveway, but I never okayd the repair after completion nor was told of either visit by the repair company.

  
  The business owner has chosen to only include a portion of the emails between us, I have enclosed a file of the complete discussion.  We spoke on the phone 2x for updates on repair date, never status to repairs, ok or approval of damaged repaired. They have not been approachable on the subject and now are intimidating me.
  This is where we differ on explanation:
  Since June, I had listed 9 (increased to 11) divots, dents or ruts caused by their moving truck. The damage begins near the top and ends towards the bottom. The approximate length of the moving truck. The form signed by their employee acknowledges the damage not number of ruts. I believe I have submitted this paperwork previously. 

  
  No hand trucks were used and I believe it was the weight that caused the damage.

  
  We have requested all 11 divots, dents, ruts to be filled in and slurried to bring back to its original condition.
  The partial repair was for a few divots, and a very sloppy, swirl like pattern used for the slurry. See photo attached.

  
  Unfortunately, the new tenant caused scratches on the slurry portion of the repair. Due to this, PDX movers have now said they will not finish the repair and make it look presentable. We have only requested back to original condition.
  The new tenant, which I have told PDX movers - accepts responsibility - and will pay for their portion of damage to the driveway. PDX movers asked me to set up a separate email string to get that part going. I sent PDX movers his email address.
  PDX movers have now gone back on their responsibility and promise to repair my driveway.

  
  If PDX movers had completed the repair to the driveway initially, and made the slurry job presentable, and then secondary damage was done by my new tenant,I would not even be in contact with them any longer.  It was never taken care of in the first place.

  I have submitted this rebuttal twice, please excuse me if you got my earlier response.  I got an error message that the file was too large.  Thank you.
  
  Sincerely,
  
  *****************************

  

  Business response

  09/23/2022

  We have not included the email string as it was not relevant to the response. The biggest misconception here is that she believes we made the 11 divots, however we did not, there was previous damage done that the renter (our customer) already confirmed with the driver. She states a couple of new scratches by the new renter however there are several, longer more damaging scrapes than what we cause. The real issue is now that the driveway is darker, the new scrapes are much more noticeable. From our vantage point, as well as our insurance adjuster, is that when the new tenant repairs the driveway from the extensive damage they caused our damages (that were repaired to ******'s consent) will be covered because of the repair that is needed from the existing new damage. 

  The driveway repair professional is also the one giving this information, which I have relayed to ******. Again the discrepancy here is that ****** is under the impression we made 11 divots, which we did not. We repaired what we did based on a mutual agreement between us and ******. When ****** was unhappy we asked a new repair specialist to review and then we found the new damage.  

  ****** want us to except responsibility for her renters mistakes and this is where we have drawn the line. This is a blatant attack on a small business, if she went to the responsible party and they repaired what they did there would no longer be an issue. This has turned into a vendetta that we are not interested in continuing. Again the repair person stated the new scrapes that need to be repaired require them to make repairs on the entire driveway, and it does not make sense for him to come out and make any other repairs considering it would be no additional costs based on what was needed. This is why we redacted our statement to work in tandem with the new tenants.

  Customer response

  09/29/2022

   
  Complaint: 17899614
  
  I am rejecting this response because:

  The business owner is lying.  I do not want a "vendetta" as the owner states.  Just wanted them to correct the damage correctly.

  Do not do business with this company.  This is not the first damage they have caused and not owned up to fixing it.
  
  Sincerely,
  
  *****************************

  

  Business response

  10/18/2022

  There is no further response needed. Again we are no longer willing to be accused of actions that did not take place. 

  Customer response

  10/21/2022

   
  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.
  
  honestly, I am tired of fighting this! The business caused damage to my property and are not honest enough to take responsibility and repair.
  Sincerely,
  
  *****************************

*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. ↩