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:02/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Moving job agreed by contract to be completed on January 27th 2024 Move ALL furniture from old residence to new.Take down wall unit and put it back up at new residence along with moving all furniture into residence SAFELY.

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1. Movers arrived late, scheduled for 9 AM, but they arrived at 10 AM 2. Estimate was for 5-6 hours of moving but it took 10 hours. Movers took off an hour from that 10 hours only because they showed up late 3. We were charged for 2 picture boxes. The boxes were in terrible shape and were not used. The movers instead just carried our pictures down the street to our new home 4. We were charged for 4 wardrobe boxes. We were told not to use 1 wardrobe box because it was falling apart. The other 3 boxes were in terrible condition. 2 of the boxes fell apart during the move and did not fulfill their purpose 5. We confirmed with their office multiple times about disassembling two wardrobes in our bedroom. Movers did not disassemble them saying it would take them hours. We did it ourselves during the move in 45 minutes 6. Movers were inefficient. They spent most of their time carrying small items to and from the house, rather than figuring out the best approach with how to move all the loose items. In fact, we had to do some moving ourselves to aid in making the move more efficient 7. One of the four movers spent a significant amount of his time on his phone and as a result did not actually help during a large part of the move. Another mover showed up and disappeared for several hours at a time so he was not available much for the help 8. Movers were surprised and unable to work with the layout of our DC row house despite having experience moving in DC and being told multiple times about the layout to be expected 9. Customer service was defensive, defiant, and unhelpful in their response to these complaints We expected this to be an easier day but in the end, my husband and I ended up carrying a significant amount of furniture and boxes within our old home and to our new house to try to make the move more efficient. Consequently, what should have been a relatively easy move was made pretty laborious by the inefficiency and unhelpfulness of the movers

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired Georgetown Moving & Storage to move several pieces of furniture on 31 October 2022 four blocks from our former home at *** ********* *** to our new home at *** ************* *** NE. We paid $150 for insurance (full value protection) in addition to moving fees. 1. When movers loaded dining table onto truck, they let it fall on its side. I was watching from my front porch at *** ********* *** NE. When it made a loud thud, my neighbor, **** ****, opened her window to see what happened. I was unable to determine the damage until the movers unwrapped the table at *** *************. 2. The lead mover carried the buffet by himself and tripped coming up the front stairs of *** *************; the buffet, though wrapped, fell on its side/face and is damaged in at least eight places. 3. The movers struggled with the piano the entire move; it was terrifying to watch them descend stairs at *** ********* since they kept losing control, as evidenced by the wood damage in the photo. Also, when I was signing the paperwork and paying the bill via credit card, the lead mover dropped his clipboard onto the keys of the piano. I am not claiming any damage to the keys, just the wood. I filed a claim with Georgetown timely. They responded to my claim by paying me a depreciated value for the furniture, refunding me a total of $100. After researching regulations (49 CFR Appendix A to Part 375), other FMCSA guidelines, and information from the Surface Transportation Board, we disagree with the refund. Before the move, we purchased Full Value Protection – which entitled us to repairs or replacement of “like kind” items. Therefore, the reimbursement is unacceptable since the cost of repair or replacement would greatly exceed the $100. Items were damaged through movers’ negligence – especially having an individual person move an item that was more than 100lbs; these were avoidable and foreseeable errors in moving methods. I can provide forms & emails as evidence upon request.

  Business Response

  Date: 02/07/2023

  We can send repair person to do some repairs. 

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The dates of the packing were July 28-29, 2022. Georgetown sent three packers, whose job it was to safely and securely pack our household items and load them onto 26-foot U-Haul truck that I would drive to our new home in Texas. We paid approximately $1,600 for this service. The packing job was done very poorly, with multiple breakable items not being packed and furniture not being wrapped properly. This resulted in breakage and damage to multiple items. They also did not arrive with enough wardrobe boxes, so they resorted to cramming hanging clothing into boxes not designed for that purpose, resulting in many of our hanging clothes in need of dry cleaning/pressing that would have been unnecessary otherwise. In a couple of those boxes, they packed several of my wife's expensive dress jackets with loose **** laundry pods, which leaked onto 5 or 6 of the jackets, likely ruining them. The movers also damaged the walls in the stairwell of the apartment building as they were moving items down the stairs. Despite being model tenants for nearly eight years, our landlord is considering withholding our $1,000 deposit to repair that damage. Our complaints to Georgetown Moving have largely fallen on deaf ears. They are trying to claim that their liability for damage ended once the items were loaded and out of their possession, which completely ignores the fact that the damage was the results of their poor packing. When we pushed back on this, our emails were not returned. We are seeking a fair cash settlement from this company. I have not had time to get estimates on what the repairs to the furniture would cost, but I'm thinking that between that, the dry cleaning and the lost deposit, it could approach $5,000. I would appreciate any assistance you could provide in forcing this company to admit liability and make things right.Sincerely,***************************** ************

  Business Response

  Date: 10/07/2022

  Our responsibility ends with end of the load, customer verifies all was loaded correctly and than we are done.

  I do not see anything wrong with box packing. Because there were some hangers?

  Damage can be caused by driving technic but the most can be done by unskilled labor customer hired on unload. Lets be honest, if you can afford moving services you are doing all with the same company, otherwise you getting ****** like this customer.

  Please file the claim form with the "unloading movers" but I am quite sure damaged happened when you were unloading yourself
  

  Customer Answer

  Date: 10/17/2022

  [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: ********
  
  I am rejecting this response because Georgetown Moving continues to ignore the fact that the damage was caused by the poor decision-making by THEIR packing crew, including not properly wrapping furniture to protect it from damage, placing **** Pods in the same box with clothing, causing damage when the pods broke open, not wrapping fragile lamps at all, and using non-wardrobe boxes to pack hanging clothing, resulting in unnecessary wrinkles and damage.

  In addition, the disrespectful, unprofessional, (and grammatically incorrect) response indicates that they are not taking this matter seriously and mirrors the poor quality of their service Their point about decision clients make regarding moving is irrelevant because regardless of those choices, professional owe a basic duty of care to their customers, which clearly didn't happen in this case.

  In closing, I would be interested in knowing your recommended next steps to bring this matter to a satisfactory conclusion.

  Regards,
  
  *****************************