Complaints

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• Initial Complaint

  Date:04/04/2025

  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.

  We paid 4000 for them to move us from ********** to ***********. Part of our items went to our new home and part went to a storage unit. I was told by **** to label where I wanted things. I labeled the fridge, washer and dryer to be at the rear of the unit as we won't need them for 5-10 yrs. They were places at the front of the unit. A horrible stack job was done including throwing a queen mattress.on top of expensive artwork. We tried to work with ****** in customer service but feels that the job was satisfactory and no refund is due. Very upsetting! We wish to have ********* refunded. We took a long day and reorganized the unit. Both mu husband and I have back and neck problems and are seeing physical therapist and chiropractors.

  

  Business Response

  Date: 04/08/2025

  Thank you for the opportunity to respond to this complaint.
  
  Mr. and Mrs. ******* contracted Element Moving and Storage for a relocation from ********** to ***********.  As instructed by our team, the client labeled items to indicate their intended destination. We appreciate that effort and always aim to follow such directions when feasible.
  
  Regarding the placement of appliances in the storage unit: our crew intentionally positioned the washer, dryer, and refrigerator near the front. This was not an oversight. Due to the risk of moisture buildup and potential damage, it is industry best practice to place these items near the front with doors slightly ajar to allow for air circulationespecially when items will be in long-term storage.
  
  Additionally, our crew was working directly with Mr. ******* on-site, who expressed concern about the time the move was taking and was eager to avoid a long job. As a result, the crew worked quickly and efficiently, but in retrospect, this may have compromised the final layout inside the unit. We acknowledge that and, in good faith, offered a refund equivalent to two labor hours.  We felt that if we had the additional 2 hours the unit would have been organized well.  

  We also offered to send a crew back out to reorganize the storage unit, which the customer declined.
  
  Mrs. ******* later compared our service and customer policy to those of *****************, where she is employed. While we respect that perspective, we are a small, family-owned business and operate under very different constraints and service models. We stand behind the work performed but understand that the unit was not organized as the client wanted. 
  
  We believe we have been more than fair and will not be issuing a refund in the amount of $1,000$1,500 as requested. We sincerely hope this clears up any misunderstandings and wish the ******* family all the best in their new home.
  
  Sincerely,
  Element Moving & Storage
  

  
  

  Customer Answer

  Date: 04/08/2025

  I am rejecting this response because:   it would have been 4 hours one way for them to drive from ************ to our storage Unit in *****************. My husband and I with our bad backs took two days re-organizing the storage unit. So to say it would take their crew 2 hours is ridiculous.  8 hours of drive time plus a long day to pull the items out and reorganize them if they had a 3 man crew. I can understand the fridge being near the front, but it didn't need to be in the middle right when the door was opened. This also had NOTHING to do with the washer and dryer. They are not opened and we're labeled to be at the rear of the unit as they won't be used for 5-10 yrs. We pulled out half of the unit in order to place them near the back of the unit. They wasted space on shelves where boxes could have been placed by putting garden tooks on the shelves. Look at the before and after pictures. This is very planet seen as a horrible stack job! This is not acceptable for a $4000 job. I feel it is reasonable to have $1000 refunded. $360 is a joke! Placing a queen mattress on top of expensive paintings is not standard operating procedure. I do work for an airline. Not *****************. When we do something wrong, we apologize and make it right. The offer to send someone to reorganize the storage unit was made AFTER we spent two days working in it ourselves. March 19 was the initial day I reached out to **** after seeing the storage unit for the first time. March 21 was when ****** finally reached out for the first time via text.  March 28th was the offer to send a crew to re-organize.  I asked for standard operating practices- never received them as ****** stated that the workers followed this. On 4/7 ****** offered $360 if I wouldn't leave a bad review. I don't feel anyone would appreciate having their valuable items thrown into a storage unit like they did.  This was at least a 6 hour job to pull the items out, place the washer and dryer into the back of the unit as they were labeled, and stack the items properly.  $1000 refund would acceptable. ($1806=$1080)

  

  Business Response

  Date: 04/08/2025

  Hi ***,
  Thank you again for your message. Ive taken the time to go through the full communication record, reviewed photos, and spoken with everyone involved.
  
  1. The Storage Unit Was a Small Part of a Larger Move
  This job involved multiple delivery points, not just the storage unit. The storage load was a fraction of the overall scope- this is why the move was $4000. Day 2 involved 2 stops (home and storage) and took 4 hours all together.  We are offering you half of that.  We feel that is reasonable. 
  

  2. Youre Misstating the Timeline.  Your move was on March 10 and 11.  
  You first reached out on March 19.
  ****** personally responded and reached out on March 21 two days later, not a week.
  On March 28, we offered to send a crew at no charge to reorganize the unit. That was our first and most meaningful offer and it came before you began working in the unit yourself.
  ****** also called you directly to speak live and try to make it right. She did not ignore your concerns or delay action. You primarily communicated via text, so she assumed that was your desired method of communication, so she continued.

  3. You Asked for a Refund Immediately
  From the first contact, your request was clear: you wanted money back. You even told us your husband was mostly concerned about cost. Still, we didnt jump to offering compensation, because thats not how we handle legitimate claims not without first understanding the situation and offering to resolve it in person. Thats exactly what we did.
  Once you declined the offer to have the crew return, and had already done the work yourself, we followed up with a goodwill offer of $360.
  

  4. On the Stacking You are correct, we could have done better, but with the time concern, we just wanted to get everything in and be done to make your husband happy. 
  We placed the mattress flat because thats the correct way to store it. Standing a mattress on its side causes bowing and long-term damage, especially when stored for years which you indicated would be the case.
  We placed tools on the shelf so they wouldnt damage boxes or cause instability. Stacking boxes against the back wall maximizes space and keeps the unit more stable.
  Your complaint about tools being in a Lowes bucket was never communicated to our team at the time. If you had been there to clarify your preferences, we would have followed them.
  The crew was told to rely on your husbands instructions. He confirmed everything was fine before they left.

  Bottom Line
  We moved you to several locations, and offered multiple chances to make it right. You werent there. Your husband directed the team and signed off. You came in later and decided the work wasnt to your liking and thats when the refund demands started.

  Despite all of that, we offered to send a crew back out at no cost, which you declined. We then offered $360 as a gesture, not an obligation.
  That offer still stands. But were not negotiating further or entertaining inflated claims based on hindsight.
  Let us know if youd like to accept the offer and bring this to a close.

  Customer Answer

  Date: 04/09/2025

  I am rejecting this response because:   my timeline is correct. **** was contacted on March 19 @ 8:38pm. **** said she'd forward it. March 20th I asked if I needed to write to someone.  I was told ****** would call me. No call was received.  

  Customer Answer

  Date: 04/10/2025

  My husband would like to accept offer and move on as it's apparent nothing more will be done.