Complaints

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• Initial Complaint

  Date:03/11/2025

  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.

  ## Transaction Details:
  * Date of service: 12/18/24
  * Service purchased: Full-service packing, moving, and unpacking between homes
  
  ## Services promised:
  * Professional, careful handling of all household items
  * Proper packing of all belongings
  * Safe transport of items between homes
  * Careful unpacking and placement of items
  * Repair/replacement of any damaged items
  
  ## Nature of the dispute:
  During our December 2024 move, Swamp Rabbit Moving caused several damages:
  1. A crew member placed a heavy laundry basket directly on my ** monitor screen, causing significant damage
  2. Staff pushed boxes across new hardwood floors instead of lifting them, causing scratches
  3. A ** ******* cast iron pot was cracked due to improper packing
  4. An aloe plant was damaged beyond recovery due to improper wrapping
  5. Shoes were improperly packed together regardless of cleanliness, requiring professional cleaning
  
  ## Business resolution attempts:
  * I promptly reported all damages with photographic evidence
  * The lead mover acknowledged the monitor damage on-site and assured me it would be covered
  * Company initially denied responsibility for most damages
  * After negotiations, they offered partial compensation with requirements to:
  - Sign a strict non-disparagement agreement
  - Accept less than replacement value for damaged items
  - Waive tax coverage
  * When I declined these terms, they reduced their offer to $0.60/lb
  * I contacted owner Chris directly, who gave a 24-hour ultimatum to accept their terms
  
  I expect fair compensation for the damaged items at replacement value without restrictive non-disparagement requirements. The $0.60/lb offer is insufficient for damages caused by direct mishandling, not normal transit risks.

  

  Business Response

  Date: 04/22/2025

  Thank you for sharing your concerns. We genuinely regret that your experience did not meet the high standards we strive for at Swamp Rabbit Moving. For clarity, here’s what transpired from our perspective:

  1. Full Valuation Offer

  • Although our contract didn’t require it, we agreed to pay full replacement value on most damaged items as a gesture of goodwill.
  • After we issued the agreement, new terms were proposed that went beyond our original offer; we were unable to accommodate those additional conditions.

  2. Floor Repairs

  • We recognized the hardwood scratches and promptly issued a check to cover 100% of the repair costs, in line with our contractual obligations.

  3. Monitor & ** ******* Pot

  • The ** monitor incurred a minor one-inch scratch but remained fully functional; we do not view this as a total loss.
  • The cast-iron pot suffered a small external chip yet is entirely usable.

  4. Aloe Plant

  • Per our standard policy, we cannot assume liability for live plants, as there is no way to guarantee a fully safe environment during transit.

  Despite these disagreements, our goal was always to go above and beyond your expectations. We sincerely apologize it didn’t work out as planned. Your feedback has been invaluable, and we are reviewing our packing procedures and communication protocols to ensure a smoother experience for all future customers. Thank you for your business and for helping us learn and improve.

   

  Sincerely,

  Chris

  Owner, Swamp Rabbit Moving