ComplaintsforBrothers Moving & Storage

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8, 2022, I placed my trust on this company Brothers moving & storage to store our household electronics, furniture, and other personal items while we moved to ************. I spoke to *********************** about my situation In which she Sympathize by asking the owner if they could possibly help me move my things at a lower cost. *********************** had not fully put the amount of things in the system to avoid more cost. I ended up paying 4 hours worth of moving fees $234 an hour to take my items to storage unit provided by Brothers moving& storage located 306 e ******************************************* I paid $180 per month on time to keep my items safe in their care in their unit.On May 22, 2023, when I received my items back, I noticed several items missing. All 5 tv's, a Handgun, brand name clothes, shoes, perfumes, boxing bag, printers, kitchen appliances, silverwear, incomplete furniture, including all of my Work supplies as a licensed beautician. All items totaling an amount of no less than 20 thousand dollars. I have called this company on multiple occasions, they do not answer and the person I was finally able to get through to informed me that they will call me back with information on my items and yet it has been over two weeks with no information. As a client who personally chose them for business, paid and placed my trust and yet did not receive all of my items, this is the worst experience as I feel robbed and violated by this company. They are not taking this as serious as it is to me and my children who's items are also missing. This shouldn't be happening to anyone, this business is expensive yet careless and negligent. This company should be investigated as it is of high concern what this business is doing with clients personal items to not even have information on the location of such items. This company is careless and getting away with breach of contract and thievery.

  Business response

  06/06/2023

  Hello, 

  
  We started a claim with ****************, however, we are still waiting for her to provide proper documentation.   Thank you

  Customer response

  06/15/2023

  Complaint: 20137556
  
  I am rejecting this response because: I have filed. 
  
  Regards,
  
  *********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 08/12/22, I signed a contract with Brothers Moving and Storage to assist with moving my furniture and household goods from ******, *****, to ********, **. I was provided a quote for $5,629.79 and sent an email on 09/02/22 saying I had to pay before my delivery could be made, scheduled for 09/05/22.On 08/25/22 I was contacted by a representative from AAA/Nationals *************) about my load. I removed my refrigerator and storage shed at that time. I also provided my delivery **************** in ********. On 08/31/22, I received an email with a new quote of $4,379.27 for ******, *****, to ********, **.The driver (******* ************) arrived on 09/01/22 and picked up my items from my home. I asked ******* about the new quote and what I needed to pay. He said he did not know. He also said he would contact me to confirm my delivery to ********, **, on 09/05/22, expected between 8:00 am-9:00 am. I contacted Brothers Moving and Storage via email (***************************, ***********************************************************/************ and ************) for clarity on the correct quote. I was told I still had to pay $5,629.79 because of an error on their part. I was then told that any changes to my load would have had to be made through National *** Lines, which I was not informed of when I made my agreement and do not see on the signed contract. I paid the total amount of $5,629.79 on 09/01/22 at 2:44 pm from my Regions account.On 09/05/22, I was contacted by the driver, who said his truck was broken down but would be at least a day or more and I would be contacted. Brothers charges fees to customers for wait times/delays, extra labor, overtime loading, etc. I emailed Brothers Moving and Storage and asked how issues impact customers for Brothers errors/delays. They do not have a policy available on their contract for customers to know how we are affected by delays on their part. They do not have a visible policy for customer protocols to resolve similar matters.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday morning, 08/28/2021, we hired Brothers Moving and Storage to come out and move our furniture to a new apartment from ****** to Arlington. During the load one of the workers dropped our headboard. This resulted in a crack running all the way through one side and messed up the bottom that attaches the end of the headboard together. The frame was damaged and beyond repair. The bed frame and headboard were apart of a whole bedroom set.

  Business response

  09/20/2021

  The customer has filed a claim with ********************************************* and ******************** claims department and our claims department is processing his claim in accordance with the level of valuation he chose. 

• Initial Complaint

  07/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Brother's Moving and Storage for a full service move 1/4 mil down the street. I was charged double the quote. The Brothers employees also smoked marijuana while they packed up my house. I had many expensive art pieces damaged, but no one from the office will answer my calls for those issues, despite 10+ calls and voice messages.The company took my $5000 NordicTrac X32i treadmill and stored it in the personal garage of a fired employee for over a month. The company then threatened to charge me a storage and a moving fee to bring the treadmill to my apartment.I then received MANY threatening calls from *************************** and ************************* that I need to "call them back immediately or else I'll be charged more". I have called them 10+ times over the last month trying to find my treadmill, to no avail.I would like a full refund of $2,879.93 for this horrific move. This is the most corrupt, nonresponsive moving company. If this is not resolved, I will file a lawsuit.

  Business response

  07/22/2021

  The customer was given a quote based on the inventory provided to us. The estimate was based on an estimated number of hours. The estimate states that the final total will be based on actuals. this was a non-binding estimate that was provided. Where the customer signs the estimates states that "I understand that the above is an estimate only and the final amount may be different". The customer was charged for the actual time and materials needed to complete the relocation and packing services. Our Terms and Conditions that was sent to her on 6/15/21 clearly states that workout equipment need to be prepared for the move (disassembled as needed) prior to the move. The customer did not have the treadmill prepared for the move and did not let us know if advance of the move that she would need assistance with this. Upon arrive at the destination address the treadmill would not fit through the door and because we did not have any advance notice that this would be a concern and she did not disassemble it so it would fit she expected us to have the tools to be able to disassemble the treadmill that she was informed in advance needed to be done before we arrived. As a result we were not able to deliver the treadmill into her home. I spoke with her after that and offered to have the treadmill delivered to the doorway, she could disassemble it and then we would move it into her home at which point she would reassemble it. The customer turned down that offer. She has contacted us to make arrangements to have the treadmill picked up by a specialty exercise equipment mover and we have tried to reach out to her to get their address so that AT NO CHARGE we could deliver it to them. We have NOT charged her any storage fees. No one within our company has threatened her in any way. We have just tried to make arrangements to deliver her treadmill to the company she wants to have move it. As far as any damages to anything that was moved until now we were not aware of any damages. We have a claims department and a claims process to handle those situations. As of this time she still has not provided us with the address of the exercise equipment moving company to deliver the treadmill to. She has given us her address, which we have but once again the treadmill will not fit through the door and we have nothing from her stating that she will be taking care of the disassembly/reassembly if we deliver it to her home so we will not be able to do so unless she wants us to deliver it to the doorway that it will not fit through and she will be taking care of it from there. At no time during my conversations with her has she ever mentioned anything about the use of any substance while our crew was on the job. If we had been made aware of this issue this would have been addressed immediately because this is against company policy and is not tolerated. I have attached a copy of the terms and conditions that was provided to the customer before the move along with the signed **** of lading from the actual move. 

  Customer response

  07/28/2021

  Complaint: 15681955
  
  I am rejecting this response because:

   

  My treadmill will not fit through the door of my apartment without taking off the screen of the piece of equipment. I do not have the tools or or a second person at home to help me do this. Brothers will not help me do this to get the treadmill through the door due to their policy.
  
  I have tried multiple times over the last six weeks to hire a specialty exercise equipment moving company to come to Brothers Moving Warehouse and pick up my treadmill and disassemble it and move it into my house. ***** refuses to give me an address or contact person to talk to the schedule this. She has repeatedly offered the solution of dropping my treadmill off outside my building. I have no way to move the treadmill myself. Every specialized moving company has requested to transport the treadmill from the warehouse for insurance purposes

  I have spoken with many representatives at Brothers over multiple weeks and none of them understand the predicament I am in and refuse to give me an address of where the treadmill is stored so I can hire another moving company to come pick it up. 
  

   

  
  Regards,
  
  Makena Timmins

  Business response

  08/12/2021

  The customer was sent our Terms and Conditions before the move took place that clearly states that we do not disassemble exercise equipment yet she did not have the treadmill disassembled when we arrived not did she ensure that it would fit through doorways without it disassembled. At no time did I offer to just leave the treadmill outside her building. I offered to have it delivered, she could disassemble the treadmill when we arrive and then we would take it through the door and place it in her apartment. I also tried to coordinate to deliver the treadmill to the specialty exercise equipment moving company at no charge to her. As of this time the treadmill has been delivered to the company she has requested we deliver it to. 

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