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:06/04/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

   
  Complaint: 23154322
  
  I am rejecting this response because:
  I have already tried to reach out to the company directly without any response. I have reached out to the local franchise as well as the corporate number without resolution of this issue.

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

  Business Response

  Date: 05/13/2025

  Thank you for choosing College Hunks Hauling Junk & Moving and for taking the time to share your feedback.We appreciate and value all feedback as it helps us to improve and better serve our customers as providing a ****** stress-free junk haul or move is always our #1 goal. If you would like to speak with management please feel free to call us directly anytime. Thank you for your time and we hope to provide you with a better experience in the future.

• Initial Complaint

  Date:09/20/2024

  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.

  We recently hired College Hunks for a moving service. Unfortunately, we encountered several issues during the move and post-move. Firstly, one of our walls was damaged during the move. Additionally, a drawer from one of our bedroom furniture pieces is missing.We promptly informed the movers about these issues, and they directed us to contact the main office. Despite filing a formal complaint with the main office, we have not received any response. We have not been contacted via phone, email, or text.This lack of communication is highly disappointing and unprofessional. It appears that College Hunks is not committed to resolving problems caused by their employees. We paid in full for the services rendered, with the expectation that any issues would be addressed promptly and satisfactorily.

  Business Response

  Date: 09/20/2024

  The client reported the issues that occured on her move to the operating management of my company and that management did not perform their duties necessary to resolve the claim and offer the appropriate service respect to her.  Due to similar problems and sub-par performance, that management team was terminated in early September.  I have assumed the daily operations management going forward.  I spoke to the client today as I was not aware of the issue and we came to a mutual agreement of settlement.  Client gave me detailed feedback about the performance of the move team and I intend to follow up and take appropriate action.

• Initial Complaint

  Date:08/29/2024

  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.

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******

  Business Response

  Date: 09/24/2024

  Client is complaining that his move that we performed for him on 8/15/24 took longer with 3 guys at 7 hours than his move on 4/28/23 in which 2 guys performed essentially the same move for only 5 hours and that the trips between the origins and destinations were approximately the same.  He is also complaining that he was told that moving blankets and everything was included in the price, yet he was charged for supplies and a fuel surcharge.  Finally, he claims that with the second move, the team stopped for a break but didn't take it off the bill.  Let me compare the two moves and clarify a few things.

  1.  He was told that moving blankets are included in the price of the service by the call center.  Once his jobs booked, I sent him a document that describes our moving services which informed him about the fuel surcharges (all governed by the **** and that any box supplies or mattress bags needed to protect his goods would be additional charges if he didn't provide them himself.  On both moves, he paid for the same supplies of mirror pack and mattress bags plus fuel surcharges for roughly the same amount of $61.  The fuel surcharge was more for the second move.

  2.  For his first move, there were two guys and they billed a total of 7 hours at $149/hr and travel fee of $159, rather than 5 hours claimed by the client.  Additionally, the first move was 11 minutes between the origin and destination and the second move was 33 min by comparisson.  The second move was estimated using 3 men at $199/hr $209 travel fee because there were 3 elevator floors at the origin and 2 flights of stairs at the destination.  By ************ the second move had 2 flight of stairs at the destination.

  3.  As for the claim that the team did not take their stop off the bill, I have confirmed that they did stop for a 20 min break and in fact, did not take the amount off the bill.  Therefore, the 3 man move should have only been billed for 6.5 hours.

  In conclusion, I will refund the client 1/2 hour for the break the team took on the second move in the amount of $100.  Given the factors that illustrated that there were conditions in the second move that required more time in the second move compared to the first, and because elevators are never created equally and can never be relied upon to be efficient, it is not surprising that it took 3 men 6.5 hours in 2024 compared to his 2023 move that took 2 men 7 hours to complete. Lets also consider that prices
  increased from 2023 to 2024. I would also like to mention that the client paid for his move with a check on 8/15/24 and it was
  returned by the bank due to insufficient funds. I received that notice on 8/28/24 2 weeks after the
  move. I contacted the client about the matter and he apologized for the issue and paid the balance by
  credit card. The text exchange was cordial and he never mentioned having any issues with the move. In
  fact, I kidded with him, Just happy you arent dodging me. To which he replied, Omg never this is the
  second time Ive used you and Im sure Ill need you again in a couple of years. Once he made the
  payment, the next day, he brought up the issue he is claiming now and I commented that no complaint
  had been filed until he had to actually pay the bill and reminded him of the nice things he said the day
  before. I told him I would be handing the matter to my claims manager, which unfortunately, was not
  handled properly, for which I apologize as I thought it had been resolved.
  To claim that moving the same contents (allegedly) over a year apart with different destinations and
  other logistic factors should cost the same is not reasonable. Furthermore, the clients memory of the
  first move is obviously not accurate. Again, I will refund the client $100 for the break the second team
  took and that is all.

   

• Initial Complaint

  Date:02/01/2024

  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.

  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, details of the offer I reviewed appear below. 

   

  I was informed by the Liberty Mutual that they are not responsible to pay for the damage caused by College Hunks and subsequently the moving and junk removal company is solely responsible  for the damage . This matter is not yet resolved unless College Hunks will pay for the damage as per estimates that they received .

   

  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** ****

  Business Response

  Date: 03/26/2024

  The difficulty with this damage claim resolution was due to locating a floor repair company that would respond.  We finally received two separate estimates to repair the floor and then sent the claim into our insurance.  There is an active claim and the matter should be resolved soon.
  
  Sincerely,
  

  Laura C******

   

  Business Response

  Date: 04/24/2024

  The claim has been settled in full to the mutual satisfaction of both parties.

  Customer Answer

  Date: 04/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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

  Date:11/04/2023

  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.

  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, details of the offer I reviewed appear below.
  
  
  They repeatedly admitted mistakes were made with our move. Like not covering the door. But told me that I could pay the difference in cost that they made a mistake on and then they’d cover the door.  I told them I’d give them back the $150 credit and they could replace the door. They did not agree that that was the same thing. Again, I never asked for any kind of discount on the price of the move. They lack integrity and ethics. Their owner also never contacted me after I left several messages. She obviously takes no pride in her name being associated with her business. I am not benefitting from anything. It was a horrible move from start to finish. I’m 20 weeks pregnant and was standing on chair disassembling a bed frame that could have been done by the company I was paying.  
  

  
  
  Regards,
  
  
  
  ******* ***********

  e “scratched” front door and charges me about $800 + I tipped. Our townhome complex informs us the door needs to be replaced. I called and filed a claim with college hunks. The local manager calls me and states they will not cover the cost of the door because I was not charged the cost of the quote. However a quote for a service is an ESTIMATED (company policy is minimum 2 hours) price and I’m being “punished” for paying what HER employee told me the final total was for my move. I requested the owner’s (who was the person who gave us the original quote) phone number. The manager refused several times and even told me she, herself, was “too busy to deal with this right now.” She finally relented and gave me the number. I have called the owner twice and left a message and she has not returned my call.

  Business Response

  Date: 11/08/2023

  During the course of the move, our team caused damage to the client's front door.  The damage appeared to be surface scratches that could be taken care of with paint.  The captain offered the client a $150 discount to cover the damage to the door to which they agreed and signed for such.  I don't know how, but the captain mistakenly charged the client for 4 hours of labor when the actual labor spent was 6.5 hours.  It is possible that he did not notice his typo.  I actually saw that the billing error had been made, but did not pursue collection because of the damage to the door.  The underbilling, totaled $522.50.  Several days later, the client submitted a damage claim requesting that we pay for the replacement of the door in the amount of approximately $550.  We explained to the client that she had already agreed to a settlement for the door damage, but if she insisted, then we would expect to be fully compensated for the move service that we performed.  She felt that because we made the billing error, she should not have to pay the additional charge.  We explained that if the billing error had been in our favor, then she would expect to be reimbursed.  In any case, she did admit that both parties had made errors - the herself by agreeing to the $150 settlement offer and us to the billing error, however, she thought she should benefit on both ends, which we would not agree to.

• Initial Complaint

  Date:10/24/2022

  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.

  We hired College Hunks to load a moving truck for us on 8/29/22. We had an awful experience using their movers. The employees showed up smelling of marijuana. As we started to walk through the home showing what items needed to be moved, the employees stated they did not bring any tools with them to disassemble the furniture. We had to scramble to find our tools to dissemble our furniture because they came unprepared. This was after someone from College Hunks came out and personally verified and quoted what would be moved. The employees were absolutely careless with the furniture, dragging it across the floors, instead of picking up the furniture. This caused scratches in our LVP flooring. We also had instructed the movers that one of the rooms would remain closed/off limits and we would personally handle moving any items that were in that specific room. We later found one of the movers exiting that room and after going in behind him, it appeared he had opened our bags and rummaged through our personal items. There is absolutely no excuse any employee should be going through a customer's personal items. We have tried to contact College Hunks numerous times since this incident and filed a claim with no resolution. I would never recommend this company or its employees!

  Business Response

  Date: 11/10/2022

  Our former claims manager spoke with this client when the claim was made and as he understood it, the client merely wanted to let us know about her experience.  We asked her about the floor damage claim but she never gave us the name and contact information for the landlord.  We assured her that we would follow up with the team and take necessary action.  We thought the claim was settled and the then claims manager filed it in the completed file.  If the client tried to reach us prior to submitting this complaint, then I have not received such communication.  Perhaps she tried calling the former claims manager.  After receiving notice of this claim, our new claims manager tried reaching out and left a message.  I just received notice today from our corporate headquarters that the client has reached out to them and immediately instructed the claims manager to attempt to reach her again and he received a voicemail box full message.  At that, he sent her a text message.  We are trying to resolve this issue.

• Initial Complaint

  Date:10/01/2022

  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.

  We recently moved and hired College hunk movers. A lady came prior and we showed her everything that needed moved. The day we moved 4 guys came, we were told to take the legs off our televisions, and have everything ready & thru would break down beds, couches, anything other than toys outside and rebuild in correct places in new home. Instead, some worked the whole time while others played on their phones, smoking cigarettes and sitting in back of moving truck. For what we thought would be roughly $800-$1000 ended up being over $1600 and believe I was charged while they took their hour long lunch because the time vs rate doesn't add up. At the new home they only built one bed, they took all our belongings and just piled them on the first floor, we even tipped them an additional $250. When I went to unpack the stuff they wrapped they broke our big screen 4k tv which they packed and never bothered to unpack. Left it wrapped in blankets with tape, our brand new sectional couch was just tossed in the room not put together and they broke the arm off the one side. I called them later that week & was told they would offer $.60 per pound for the stuff they broke. The manager acted shocked they didn't unpack or rebuild anything & told me he would look into a solution & called back once. I have called & left numerous voicemails with no response. They have broke our TV, broke part of our sectional couch, we were overcharged and they did not do the entire job as we were told they would as far as putting everything where it goes, unpacking to retrieve their blankets and building the stuff they had broken down . Now we have been reimbursed nothing and their general manager will not answer or return our phone calls

  Business Response

  Date: 10/12/2022

  The estimate for the client
  was for a 7.75 hour move with four Hunks requiring a second move truck based on
  the inventory.  The total estimated cost
  of the move was $2717.75 inclusive of labor, truck and travel fee and estimated
  fuel surcharge (the estimate did not include any required supplies because the
  client has the opportunity to provide their own supplies such as mattress bags
  and box stock needed to protect extremely fragile items).  The only item the client requested to be
  dis/assembled at the time of the estimate was one bed with a headboard and
  footboard, which client acknowledges was performed.  All other items requiring dis/assembly would
  be performed by the client.  The day
  before the originally scheduled move, the client called to reschedule because
  they were not ready, which I accommodated.  The client also asked that we limit the move to a single truck and I
  informed her that we would not make a second trip if there were more items than
  would fit in the truck.  The team filled
  the truck and charged 5.5 hours of labor (client initialed the start and end
  time on the Bill of Lading form), which was 2.25 hours less than the estimate
  - a relatively fast time considering that the contents filled a 26 ft
  truck.  I don’t understand why the client
  thought the move should have cost no more than $1000 considering that the
  hourly rate for 4 men was $229, the travel fee and fuel surcharge $285 and any
  supplies that would be needed for their job, which ended up being $228.  In fact, included in the 5.5 hours that was
  billed, the team had to supply and pack about 9 boxes of items that were loose
  and not ready to be moved.  I reviewed
  the client’s comments with the captain and he stated that the client wanted to
  keep the billable hours down and requested the team leave items on the first
  floor that they could handle themselves.  This supports why the move went as fast as it did.  I should add that the client signed our Move
  Inspection Checklist form indicating that she performed a walkthrough with
  the captain and accepted the job as completed.  Her signature on the Bill of Lading form also indicated her
  acceptance of the move.  I have to wonder
  why the client tipped the team generously if she was as dissatisfied as she
  described in her complaint.  A day or so
  after the move, the client called and claimed that her 65 in television was
  damaged.  We don’t have a record of her
  telling us about damage to a sofa and at no time during any of the calls
  between her and the claims manager did she mention anything more than the
  television.  But back to the damaged
  television…It is unfortunate that the television was damaged despite being
  fully blanket padded followed by an outer layer of box stock for additional protection.  Moving is a difficult business with certain
  risk of damage.  This risk was fully
  explained to the client at the time of the estimate and again during the initial
  paperwork phase of the move.  In fact,
  the client was offered additional protection valuation, however, that was declined
  as evidenced by her signature on our Shipper Declaration of Value form.  Upon learning that the damage
  coverage for her television would be limited to the state mandated $.60 per
  pound, she became hostile to our claims manager and would not accept the limit,
  despite her signature on the Bill of Lading form acknowledging that she
  understood the limited valuation coverage. We have not reimbursed the client
  for the coverage on the television because she won’t accept the limit.  Since we know the make and model, we will
  send a check today.

• Initial Complaint

  Date:09/27/2022

  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.

  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.  I am not seeking resolution, I simply want to make other potential customers aware of the way this company operated unprofessionally for our move.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *** ******* a proper greeting from all 3 of them - only one of them said hello and introduced himself. We were at their mercy since we had to move that day, otherwise I felt it in my gut from the beginning that it was a bad situation and would have canceled. That's how bad it was. They didn't bring enough equipment and had me supply them with some dollies from maintenance. They also told me halfway through the move that they wouldn't be able to take everything because there wasn't enough room in the truck! There was plenty of room and it was important furniture we needed! I almost lost it - I told them that was unacceptable. I had been very nice to them despite their unprofessionalism up to that point. I called and texted their management and nobody picked up or EVER called me back. The movers eventually agreed to take everything. They were so slow though and were not prepared nor rested enough. They were also smoking vape pens inside! I had to ask them not to. This company is awful.

  Business Response

  Date: 10/12/2022

  I see in the complaint that the client would like no contact from the business.  I have tried to identify the job referenced and can find no information based on the name and telephone provided.  I did find a job with the email provided and am not sure if it is the correct move as it was performed on June 28, 2022.  I do apologize for the experience as described, particularly if we did not respond.  It was a difficult summer with considerable turnover and the team that was on the June 28 move is no longer with us.  We strive to provide a stress-free experience and when we fall down, work hard to improve training with crew that care and want to improve and terminate those that do not respond to further investment.  We do have a new supervisory team and are making great strides in recruiting and retaining quality crew members.