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.

  Customer Answer

  Date: 06/04/2025

  Provided moving services. Many issues with the move including broken bed frame, missing hardware, damaged furniture. damaged walls, scratched floors

• 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.

  This is the second time i used this service. The first time they sent two guys made two trips and it was only 5 hours. This time they sent three guys which charges more per hour which is fine i get but it took them 7 hours to do one trip and move less stuff. The guys also openly admitted to stopping and getting food for lunch but didnt take any time off. To me this seems like a scam how can 3 guys doing one trip take longer than 2 guys doing two trips. The two trips were short trips to equal the same amount of time as the one trip. I was also told in my quote moving blankets and everything was included as well as gas but they charged me an extra gas charge and for the supplies they used. Im looking for a refund of at least 2 hours (199 / hour) and these extra charges they added on at the end

  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.

   

  Customer Answer

  Date: 09/24/2024

  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,
  
  ***** ******

• 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.

  Filed a damage claim due extensive hardwood floor damage during the process of removing furniture on 11/24/2023. An estimate was provide to the company by young brothers flooring * **** ********)after the damage was inspected on 1/15/2024 At this point they are not making any efforts to find a resolution due to the fact that they are probably have to pay a lot of money for the damage done . they are not even answer to my phone calls.

  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******

   

  Customer Answer

  Date: 03/27/2024

  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: 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.

  This move was a mess from the beginning. On 10/30/23 our movers arrived around 9:45 am (15 minutes past their expected arrival time). No floor covers or entry ways were protected as advertised in their videos. During the loading process of our townhome, where 95% of our things were in the first floor garage, the movers severely dented our steel front door. I was made aware and was told a manager was assessing it. I am not a front door expert and did not know the door was steel. Fast forward to unloading. I had informed the movers that our king metal box spring can be broken into 2 pieces. When it was brought up in 1, I knew it was not going to fit. I informed one mover again that it could be broken in 2. He said his lead spent 45 minutes trying to do it and he didn’t have the right tool. I proceeded to spend less than 5 minutes using a wrench and did it for him. The move is complete, my paperwork states they arrived around 9:47 am and left around 5:30 pm. The lead takes off $150 for the “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.

  Customer Answer

  Date: 11/08/2023

  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,
  
  
  
  ******* ***********