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:08/07/2025

  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 Tuesday, July 29, 2025 I moved from *************, ** to *********, ** and used this company to assist me in moving.After being told that included in the move was insurance for anything that may break in the moving truck due to an accident or hitting a pothole, I declined purchasing additional coverage.Immediately after declining coverage, the movers placed my 75 inch television face down on the floor to wrap in a blanket. I told them the tv should not be face down but they continued.Once at the new location they unwrapped the tv and the screen was completely ************* of the movers then came in and said "oops, I dropped your nightstand off the truck."I spoke with the owner, ****, whose only concern was mentioning I did not buy extra coverage, therefore would only receive a few dollars for these items. He made excuses for his careless movers and said things like this never happen, instead of offering any sort of *********** concern is that these workers must know BEFORE they move someone's items if they are refusing additional coverage or not. In that case, they can be as careless as possible with these items, knowing that this company will pay pennies to the dollar what the items are actually worth. These items were not damaged as a result of hitting a pothole or the moving truck getting into an accident. They were done by the carelessness of the movers before the move even happened. The tv was damaged beyond repair before it even left the initial location. The nightstand was dropped and damaged beyond repaid from the mover jumping off the ramp of the truck with it. This goes beyond normal circumstances and should result in the company being responsible for the items.

  Business Response

  Date: 08/12/2025

  Prior to all moves, the move captain goes over all paperwork in detail with the customer. One form is called a Shipper Declaration of Value. This form is attached and shows that the customer understood and signed the Pa state mandated minimum of .60 per pound should any item be damaged. We have a less than 1% damage claim rate and take great pride in handling all customer's items with the utmost care and consideration. Only roughly 5% of customers pay for additional coverage, so we clearly take great care regardless of if this is purchased or not. 

  In this particular case, the move captain stated that the TV was very fragile on the rim, prior to us packing it. The TV was wrapped in a blanket and put in a secure TV box for safe transport. This is the normal procedure for transporting TVs. We have moved hundreds of TVs safely and this is the one and only time there was any damage. The captain believes the TV was in fragile condition before moving it. When reaching the destination and removing the TV, he noticed a small crack in the upper corner of the TV and showed the customer immediately. In regards to the nightstand. The mover was unloading it and mis stepped on the ramp. He fell out of the move truck while holding the nightstand. He stated that there was a scratch on the top, but he made sure both drawers still worked properly before leaving. She was also made aware of this. It is very unfortunate that these items were damaged, however we followed the legal procedure for reimbursement to the customer. We have over 200 5 star ****** reviews because we take tremendous pride in providing a great service to our customers. All movers are trained in proper moving procedures, however sometimes accidents will happen. Attached are a copy of the Shipper Declaration of Value signed by the customer along with the check that was sent for reimbursement.

  Customer Answer

  Date: 08/12/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23713684
  
  I am rejecting this response because: There was absolutely nothing wrong with the tv prior to the move. There was nothing fragile about it and no comments were made whatsoever regarding it being so called "fragile" prior to the move. In regards to notifying me that there was damage to the tv, we were both in the living room when the box was removed from the tv, not showing a "small crack" as stated in your previous letter, however, a completely shattered screen spanning the entire television. 

   

  In addition to this, the owner has not returned calls or texts after stating he would call me the next day after move and incident report filed. This is no way to handle a business.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/21/2025

  Please see attached response.

  Customer Answer

  Date: 08/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23713684
  
  I am rejecting this response because: All you did was re-state what was said before with no attempt to make right on the fact that the tv was not in fragile condition prior to the move.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• 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 paid $99 to reserve moving services on 4/19/2024.I paid an additional $469.54 on 4/25/2024.I was quoted $315.00 as an estimate.I lost the keys to the lock and it took an additional .50 hours to cut lock off by storage staff.For a portion of time .25 hours the crew went to ******. I was following them form site to site.**** assured me they would adjust total and did not.For a portion of time, approximately **** was not working, but was on the phone-about .50 hours The end time on bill was 2:30pm, but I had received a phone call logged on my cellphone at 2:00 pm and I had already departed.

  Business Response

  Date: 05/21/2024

  A ******** Service agent from the call center reached out to the client on 4-18-24 to gather information on the move that she requested (this call is recorded). An inventory list was given including 10 pieces of furniture moving from the second floor of a home. The client was asked if we are able to pull the truck close to the home. She said yes that there was a driveway. He gave her an estimated time of 2.5 to 4.5 hours and a minimum cost of around $517 based on the information provided. Hourly rates were explained to her on the call. She then paid a $99 deposit to book the move. On 4-19-24, we, the local branch reached out to her and told her we would be emailing her move paperwork to review and an estimated quote based on her inventory and move factors. On the day of the move, the move truck was not able to get down the driveway due to trees. The move truck had to stay at the top of the driveway up a hill. Due to this, the move took longer to load with the additional walking distance. Once loaded the truck left for the storage unit. After reaching the storage unit, the customer could not find the key to unlock it. The 2 movers unloaded the truck, but had to wait additional time until an employee of the storage center could cut the lock. Shortly after reaching the destination, the customer told the move captain that she didn't have enough money to pay for the move. Upon signing the initial paperwork at the beginning of the job, it states that all funds are due at the completion of the job and the time runs until the last item is placed in the house or unit. The move captain called the owner to see what to do regarding payment. He arrived on site and asked if she had a credit card we could use. She stated she only has a debit card and there isn't enough money to pay for the move in full. She said she was to get a check for $1000 the day before, but it didn't arrive. 3 Employees of College Hunks witnessed her getting irate when asked about payment. She then got in her car and left the destination without paying anything. The items were all secure in her storage unit at that time. We did not receive payment until the next day. The job began at 9:55 am and ended at 12:40 due to long carry distance and not having the key. This is a total billing time of 2.75 hours. We waived 15 minutes of her time and billed her for 2.5 hours, the truck and travel fee, fuel surcharge and she purchased 2 $12 mattress bags. Please see our 117 5 star ****** reviews to verify our service.