Complaints

This profile includes complaints for Bold Moving and Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bold Moving and Storage

  Richmond, VA 23234-2611

  
• 

  Bold Moving and Storage

  PO Box 1754 Kilmarnock, VA 22482-1754

  

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:02/09/2025

  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.

  Bold Moving moved contents of our home in Oct/Nov 2024. Their packing crew who packed valuable and fragile glassware, crystal, *****, high-value original artwork, and very sentimental family heirlooms were incredibly NEGLIGENT and failed to properly protect or wrap a large number of breakables and valuables, which were just placed into boxes with no protection, left to bang against themselves, leading to destruction of *****/crystal glassware, significant damage to the frames of unique and one-of-a-kind art (from international artists, 50 year old paintings from my deceased grandfather, and more), and the destruction of our daughter's first newspaper bylines which we were saving and they used as packing materials. They threw our ironed/hung clothing into boxes without hanging them, causing the need to press/iron clothing that was already wrinkle-free. They used a 50' truck that carries 4000 cubic feet to deliver 900 cubic feet of goods, ultimately damaging and leaving large tire tracks on our lawn, our neighbors lawns, and communal property which they promised to repair and did nothing to fulfill. They were incredibly insensitive to our frustration and dismay when discovering the damage that was due to their GROSS NEGLIGENCE, and ultimately have determined, based on their assessment of the weight (incorrectly) of our damaged items at the $.60/pound per item base insurance amount (which we elected), that all of the damage/destroyed **************** THEY caused were worth an offer of $16.50 (yes, SIXTEEN DOLLARS). This has been the most frustrating and disappointing service experience of our lives. The company claims to provide superior customer service and to return items in the condition they were picked up. The damage caused was not accidental, not unpreventable. They were grossly negligent and careless and I would like them to make things right, not to value our losses at $16.50. I have photo and video evidence to support all of my claims.

  Customer Answer

  Date: 02/10/2025

  *** **** from Bold Moving contacted me today by phone, to "address the complaint" and try to find a resolution. His idea of a resolution was to increase their offer of compensation for thousands and thousands of dollars of negligently caused damage from $16.50 to as "high" as $150, which I told him was not remotely close to appropriate or acceptable. He continued to make false claims about our experience, he continued to deny any responsibility for their employees packing our valuable items negligently, and implied without any merit that my making complaints to the BBB and potentially leaving negative reviews for him was "threatening him" and attempting to harm a small business (it wasn't a threat, and leaving a negative review when you have a very negative experience is the point of reviews, to help others, not hurt them. This 38 minute phonecall was a continuation of their insulting mischaracterizations of what actually happened, with complete fabrications and denials of facts that I have in writing, and with photo, and video evidence. It is clear that *** **** will go to any length to dispute, rather than try to address, every element of a claim without any truthfulness or evidence in his claims.
  

  
  

  

  Business Response

  Date: 02/18/2025

  It was a pleasure speaking with you **** about the frustrations that you experienced on your move, and we offer our sincerest apology.  I have gone over with the ****** and crew on what we could have done better, used the pictures that you provided and instructed them on ways to avoid this type of experience in the future.  We appreciate your feedback, we understand how valuable and sentimental your belongings are, and we only want every client to have a positive moving experience. 

  Customer Answer

  Date: 03/04/2025

  I am writing in response to the business response from Bold Moving on 2/18/2025.  Unfortunately my reply had to be delayed beyond 7 days as I have had a significant family member who has fallen ill and have had to travel to attend to her in the meantime.
  
  I 100% dispute and do not accept the business response.
  
  The conversation where the businessowner says it was a pleasure speaking with you was a 36 minute phonecall, 80% of which was spent with him being argumentative, accusational of ME, telling me that by posting my negative experiences online I was setting out to take food off of his 4-year old daughters table and that I was trying to harm his 40+ employees.   He had the unmitigated GALL to try to play HIMSELF as being the victim when in fact it was his companys employees who negligently damaged and broke well over $5,000 of value of items (if not MUCH more due to unique items that cannot be replaced appropriately).  That phonecall was disgusting and shameful.
  Their sincerest apology has not included what they are apologizing for theyve apologized for mistakes that were made but theyve repeatedly denied things that are clearly evident on video and photos that they negligently packed our valubles, leading directly to their damage/destruction.
  We are extremely upset by the lack of care of their packing crew in our move, but far, far worse was the shameful way in which they handled these concerns, both on the day the damages were discovered, and in the 4 months that have followed where their management and ownership has continued to insult us both with their comments, their approach, their attempts to paint themselves as the victims of MY actions rather than the other way around, and their lack of appropriate responsibility for their actions.
   
  
  ******* ********

  

  Business Response

  Date: 03/10/2025

  We sincerely regret that your experience did not meet expectations, and we take all feedback seriously. Our goal has always been to provide quality service and address concerns in a fair and professional manner.
  We understand that damage during a move is incredibly frustrating, and we have made every effort to address this matter in good faith. While we stand by our team's commitment to handling items with care, we acknowledge that mistakes can happen, and we have apologized for any issues that arose.
  We also regret that our recent conversation was perceived negatively. Our intent was never to diminish your concerns but to have an open discussion about possible resolutions. We remain willing to work toward a fair outcome and hope to find a resolution that is reasonable for both parties.
  If you would like to continue this conversation, please return our phone call so we can address any remaining concerns.

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Your continued deflection and the complete disconnect between your public statements (written to make yourself look better) and nonapologies (blaming the victim for their reactions, and for "perceiving" negatively), and how you and your company have actually responded and dealt with problems are the exact problem that you as a company face.  You are flat out lying about your intent (to diminish my concerns) as I have RECORDED AUDIO CONVERSATIONS (with your authorization) that literally have you on tape diminishing my concerns, diminishing and MOCKING the value of what was destroyed by your negligent staff, denying that fragile and valuable items were packed wholly inappropriately while only admitting that "mistakes are made" and making disgusting accusations against me, against my intentions, and my integrity.  It's clear that you would rather LOOK like you are a reasonable business (when your actions are pointed out on BBB and reviews) than actually make any changes.  You have had more than 5 months now to appropriate address this issue and you and your staff chose to inflame the conversations, minimize your role in the damage, lie to and insult me and then act in these responses like you've tried to "fix" things.  You continue to deceive potential customers in your marketing (yes marketing) through reviews that are "highly suspect," showing a clear strategy to flood out actual legitimate negative reviews.  You have demonstrated to me, and to others, that you have zero intent to right the wrongs or repair the damages you have caused, and thus it is important for others who may consider paying for your services to understand the disgusting way in which you do business. Why would I try to "continue this conversation" when the first 4 months of my attempts to do so with your company were either ignored, or met with a flurry of repulsive personal attacks and accusations unbecoming of any businessowner and woefully inadequate attempts to "resolve" the situation.   Would you like for me to post a transcript and/or audio of our phone conversation (and that with your "quality assurance manager" ***) so that everyone can hear the way in which you treat your customers in your "good faith efforts" to resolve conflicts?  That's not a threat, it's a question - I'm truly asking if you'd like me to or not -surely if you expect people to believe you've had anything other than an insulting approach to the entire issue you'd be okay with people hearing how your "good faith" sounds, no? 

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

  
  

• Initial Complaint

  Date:09/17/2024

  Type:Order 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.

  PAYMENTS MADE -05/15/2024 Check $2374.30 -05/07/2024 Credit Card $2035.12 We hired Bold moving and storage in May 2024 to facilitate a move from *****, ** to ***** with an undetermined time in storage. A room by room estimate was done and we were given a binding contract, with a price of $6783.75. We paid the deposit and scheduled the move on May 13th.Late, in the dark on the evening of the move, they announced they would need to make two trips to the Orland storage unit. The truck was loaded already when they informed me of this. The next day, after loading the remaining items, our estimate had almost doubled. Upon trying to schedule delivery, I had issues getting a date so I looked at my contract for recourse only to discover we were being charged $1500 per month for storage. This again is based on the new square footage, not the he contract. The contract states storage is based on weight, not square footage. I spoke to the owner but my concerns fell on deaf ears. I offered to pay the storage bill but expressed that we wanted to hire our own movers to get our belonging out of their facility asap. The owner told me there was no way I getting my stuff back until we paid the full bill and they would not allow anyone else to move our belongings to **************'s worth noting that at the beginning process, we wanted our belongings moved into a Tampa storage unit so we would have access to things while we looked for a home. We were told moving into their facility made more sense and that we could access the ******* unit whenever we needed. When I asked in mid July, I was told no. They are currently requesting more than $13,000K to deliver our furniture on top of the $4407.42 we've already paid. I emailed them on September 3rd requesting delivery which means we would owe no more than 3 months storage. Any assistance would be appreciated.

  

  Business Response

  Date: 09/18/2024

  Its amazing to me how someone can ask us to move a specific list of items and boxes, and then on move day want to add a whole lot more to the order and then not want to pay for moving them.  It is not our fault that you chose not to discard things that you inevitably now after we moved them and stored them now want to discard.  Then you are trying to disparage the business who is there to help you.   You signed up for one truck, said you were going to get rid of additional, and then didn't, and you required two trucks. 

  Your storage bill is monthly, yet you have not paid us anything, so of course your balance will be large after almost 6 months later and we even gave you a free month.  Wild and pretty disappointing, we do everything you ask us to, and right, and still complain, and not want to pay for work we are doing. 

   

   

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** *******
  
  A room by room inventory was taken and an estimate was provided. An additional room was added but that does not account for them almost doubling the cf. and costs associated with the move. 3 of the 4 bedrooms were already packed, 2 of which were devoid of furniture. All bathrooms, the garage and storage were already boxed yet they still charged as though they incurred those costs.
  They the crew had a duty to evaluate the situation and provide me with an updated estimate BEFORE they began loading the truck. This DID Not happen. It wasnt until late that evening and they had loaded 80% of my personal property onto their truck that I was informed they would need to make two trips. The next day after loading all my remaining items is when I received their updated invoice which had doubled. Items were transported to their storage at a location they refuse to disclose. 
  When I reached out to  schedule delivery, I had no response for about 10 days. I then made a request to schedule my own moving services to retrieve my belongings. It wasnt until I did this that communication was made at which time I informed them that many items would be donated and therefore neednt be delivered to the final location. Although I feel they are exploiting me on storage fees, $1500 per month, I agreed to pay them along with any other expenses they had actually incurred up to that point and requested the address so I could continue making my own loading and delivery arrangements. The owner became enraged telling me there was no way I was getting my stuff back to which I filled this complaint. He called me the next day and TOLD me I better take my little BBB complaint down, at which point I hung up on him. He called back 2 more times and I didnt answer. The 2nd time he left a voicemail stating good luck getting your stuff back. Due to the rude and unprofessional tone the owner took with me, *** dissolved an ongoing business relationship with Bold Moving & Storage. I have no problem paying for services rendered. They are currently withholding the location of my personal property in an attempt to extort money from me for services they didnt and will not be providing. 
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Product 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.

  This document is in reference to an antique lamp that was damaged beyond repair during a move for which I was contracted with Bold Moving and Storage of ********, ** in May 2024. After two months of nagging, Bold finally offered me $100 in compensation for the lamp. They sent me the attached document to sign, which we both did, on July 22, 2024. It states that **** would refund me $100 to my credit card that they had on file for me.After at least 5 voicemails left with ***, the manager, and no response, I am filing this complaint with you.

  

  Business Response

  Date: 08/30/2024

  Thank you for bringing this to our attention, we have sent the refund for the lamp back to your credit card. If you do not see it, please call us back.  **** move, and only a broken lamp, we apologize about that and appreciate you allowing us to make it right. 

  Customer Answer

  Date: 08/30/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:06/15/2024

  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.

  Bold Moving moved me from ************, ** to *****, **, from 1/26/24 - 1/30/24. It cost me over $3000;There were several items damaged. one(1) item lost' I filed a claim that was approved May 21, 2024.I have contacted the Manager of Claims, ***, several times since May 21st asking where my check for $183.17 is.Yesterday he answered my call and said, "You got a good deal on the move!!" I hung up the phone. I did not want to be yelled at over $183.17. He kept calling. I answered. He said that I got a good deal on the move.Please tell me what that has to do with receiving an approved claim payment for damaged and lost property because of Bold Moving? One has nothing to do with the other.

  

  Business Response

  Date: 06/17/2024

  We apologize about any damage *****, and just an fyi we reached out to you to verify the method to which you wanted to receive your payment, but your phone number is disconnected.  We have submitted the refund to you electronically, please call in and ask for bill if you have not received it.  Thank you for making a Bold move, and we apologize about any damage and wish you the best in your new PA home.

  Customer Answer

  Date: 06/17/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ********************
  
  
  
  

• Initial Complaint

  Date:06/03/2024

  Type:Order 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.

  Bold Moving was scheduled to move our family from ******, ** to ******* . They cane on 5/22/24. Got paid more then half of their money . And according to the Bill of Lading they have a 10-day window to deliver our goods when delivered they fet the remainding balance . They pulled a fast one on us and revised another contract higher price then original. They claim over cubic feet . Yet we have the original contract and was told nothing about cubic feet until the truck was loaded . That is not what we originally had budgeted for . Then a call from *** stating the truck broke down and is in a holding facility in ******** . The bill of lading states 10 day window it is passed that and still without our bare daily necessities. We r strapped because we had to get an additional storage unit in Pa for what they left behind and rent a uhaul to get it there . Time wasnt on our side we had to get on to ************* car loaded to get here . We r in a very expensive mess with it all ! We desperately need help ir legal aide to help us please contact us ASAP. Also when we call them the do t have a backup plan or definative date for our stuff . They talk around the situation every time ! Please help us .

  

  Business Response

  Date: 06/03/2024

  All of the items that you said were not coming, you wanted us to take.  We let you know about all charges prior to picking yall up, and you asserted to us you would didn't want to take certain things.  The reality of the situation, is the two of yall, couldn't decide even on move day what you wanted to take, and what you wanted to get rid of.  Moving is stressful enough, having your client not know what they want to take or not take only compounds to the stress.  We can move anything you want us to, and nothing you don't, but we can't do it for free, and you know that, and you kept trying to have us add things to the truck and not pay for them, which is not fair, and we ultimately did anyways. We took way more items that you paid for.

  The truck unfortunately that your items are on, did break down over a holiday weekend, which limited our ability to get it fixed in a timely manner, however it is fixed, and your items will be delivered to you shortly. 

  We have been in contact with you every step of the way, you even have my cell phone number and I have spoken to you or your wife multiple times and let you know exactly what our plan is, as well as our backup plan is to get you your items.  

  Customer Answer

  Date: 06/04/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** And ***********************
  Because we r still not given a definitive delivery date. Shrortly is not giving us a definitive delivery time and date. Now that the truck is repaired , where is our belongings ? 
  
  
  
  

  

  Business Response

  Date: 06/04/2024

  Delivery will happen this week. We let you know this over the phone. Thank you for your cooperation and understanding.

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** And ***********************
  
  We need a definitive date due to family life schedule and budget.
  
  
  

• Initial Complaint

  Date:03/24/2024

  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.

  The quoted price was originally $6000. The day of the move, they claimed that I misrepresented the amount of stuff (I told them exact weight as I had moved only months before) and demanded another $3000 to move everything. Having me over a barrel, I was forced to agree as I had to be at my new location for work in just a couple of days. I have evidence in the form of pictures that they left boxes out in the rain (ruining some of my clothing), broke antique furniture, and purposefully broke a door. All and all, they probably caused around $4000 in damages. When I reported it, they were only going to offer a little over $200.

  

  Business Response

  Date: 04/09/2024

  *********, we went off of the inventory that you provided to us, we asked you in advance to do a facetime quote, you declined, you had way more items over 700 additional cubic feet, over ***** additional pounds than you provided, so much so, that we had to send a second truck by your house to pickup the additional, which if you recall, we did not charge you for the second truck.  You also agreed to this revision prior to us picking or loading this up. It's truly sad how nice some people can be when they are trying to get something from you, and then after the fact write something like this, it is so dishearting, when we do everything in our power for every client to have a positive experience. 

  Despite your descripition of what happened, we have contacted you to remedy anything that was broken or damaged during the move, and will continue to work with you to make anything right that you think is wrong.

• Initial Complaint

  Date:03/08/2024

  Type:Sales and Advertising 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.

  We contracted them to move our belongings in the last week of January. They were unable to fit all our household items in the truck. They had also not disclosed to us items they would not take (ie- sealed liquids). There were a few items that were damaged that we have sent in a claim for. It is now March and we have not received a definitive response about resolution, despite email and calls. I would like if we can get our claim resolved.

  

  Business Response

  Date: 03/12/2024

  Definitely cant' do the liquids, can end up damaging items we are moving. We apologize that wasn't made clear to you prior to moving, we will let our team know to go over those things. Thank you also for bringing to our attention your claim, and it is my understanding our customer service team reached out to you right away and made it right.  We wish you the best in your new home and Thank you for making a Bold move. 

• Initial Complaint

  Date:12/08/2023

  Type:Delivery 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 hired Bold Moving and Storage for a full-pack and move from ******** to *******. The quote for the move was $20,000, including an additional charge to move an elliptical exercise machine from an upstairs bedroom. During the move, there was substantial damage to the upstairs hallway walls, broken door louvers, large holes and extensive scratches in drywall both upstairs and all the way down the stairwell, and deep gouges the length of the *********. The damage was pointed out to me by the ******* and he indicated it was largely sustined during the moving of the elliptical machine. The ******* took multiple photos of the damage, indicating he believed it was more than typical for a move. The next day, I spoke with one of the owners, ****. He stated that Bold Moving and Storage was not responsible for any damages sustained. He stated that because it was a large move with heavy items (which Bold Moving and ****** knew when quoting the move, agreed to move the items, and charged additionally), I should expect the damage, I told him I expected ****************, but mot large holes in walls, broken **********. When I told him I would have to discuss the mater with my attorney, he became angry and threatened to offload my items in ********, ** into storage, and would refuse to move them any further. He claimed I threatened not to pay him, which I never said ( and had already paid all but the delivery installment by that point).He eventually said he would reimburse reasonable costs. I paid $500 for the repairs and submitted the receipt at the end of July 2023. I have heard nothing from Bold about reimbursment, despite numerous attempts to contact them about it. For damage and loss protection, I asked for full insurance but was told I could only be offered limited protection that was weight-based by Bold. Now, the items that were damaged and lost (without any truck change en route) have been offered reimbursement at questionable weights and for pennies on the dollar.

  

  Business Response

  Date: 12/08/2023

  We apologize about the scratch on your wall, and The last note we have was from ***, our customer service manager reaching out to you. We are in receipt of your claim and will call you again this weekend.

  Look forward to speaking with you.

  
  
  

   

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  No offer made. Issues still not addressed. I was not contact last weekend, as was stated in the Business reply. The reply of apologizing "for the scratch on my wall" is disingenuous and continues to ignore the documented 3" holes in the walls, broken doors, damaged railing, etc. not to mention the items lost and damaged during transit due to Bold Moving and Storage's negligence.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************************
  
  
  
  

  
  

  

  Business Response

  Date: 12/16/2023

  We reached out to you twice this week via phone, *** called you, we did not receive a return call, however we can try again. Feel free to call us tomorrow if you have time, or I can reach out again.

   

• Initial Complaint

  Date:06/20/2023

  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.

  In July 2022, Bold Moving and Storage (BMS) transported my household goods from ******** to *******. I submitted a claim on additional insurance coverage but the same was denied because BMS did not provide the proper documentation I needed to submit with the claim.I then submitted the claim to BMS and provided BMS with photos on the damaged items. The settlement amount offered is too low compared to the loss I faced. The estimate provided by BMS should not be considered based on the list of items initially communicated prior to the move, to the contrary, the same must be based on the actual items picked up at my location in ********, which due to lack of responsibility by the pick up crew, I never received the total inventory list. Not having the full inventory prevented me from submitting a claim to ***** Insurance on additional coverage I obtained based on a recommendation from ****** (BMS representative). As stated in previous communication to *** (BMS representative), in addition to the claim for damaged items I pursue a payment for what I paid to ***** Insurance for additional coverage in the amount of $1,524.60.The lack of responsibility by BMS pick up crew and management by not providing proper and complete documentation on the total inventory impacted my ability to submitting a sustainable claim to ***** Insurance.My conversations with ****** and *** led me to believe that BMS was the best option for my moving needs and that I would receive the best service. Unfortunately that was not the case. The minimum BMS should do is to assume full responsibility paying for the damages I suffered due to the poor handling of my household goods by BMS personnel and to cover the expenses I incurred for the insurance premium I paid which I couldnt submit a claim to due to BMS personnel lack of responsibility.

  

  Business Response

  Date: 06/27/2023

  We apologize to ***** multiple times about the damages that was incurred on his move, in addition we have offered over and above our liability for his claim. We have answered every call and worked with the client as well as the insurance company to validate the items that were damaged, we even offered to send a repair company out to assess the items that were damaged and fix accordingly.  We have and are continuing our efforts to work with the cleint to rectify his concerns, and kindly ask for him to return our calls and emails as we have reached out multiple times prior to and after this feedback.

• Initial Complaint

  Date:01/17/2023

  Type:Order 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.

  Hello, I was shocked by all the damage and missing items after my move in mid-September. I wrote and called repeatedly. Nobody tried to find the missing items. How do you lose a large coffee table? A large armchair? At one point, one of the owners said, in effect, What will it take to shut you up? So, I told them. I documented all the losses with photos of every item, including photos of replacements for missing pieces. The amount came to approximately $1000. I told two of the owners that I would file a complaint with BBB if they did not settle the matter with me. They got really, really nasty. I never heard another word.Here is what never arrived: One white coffee table One white armchair (The seat cushion is here but not the chair itself!)Two floor lamps Damaged:17th-century armoire -- brass key broken and doors no longer close.Dining room table -- nicked down to bare wood on one edge.Several plastic bins, tops and bottoms.Large spongeware blue/white bowl, made in *****, broken in two.Two antique Japanese serving bowls, broken into small pieces.Two standing lamps and 4 lampshades (they were packed securely and labeled fragile: lampshades, but the box got crushed.The mattress cover on my bed arrived very dirty along one edge. Almost all the cardboard boxes, which were new, are damaged. Hard to believe they were new when I packed them.

  

  Business Response

  Date: 01/18/2023

  Thank you for sending this over and we apologize about any damage that you have occurred, but like you said you had cardboard boxes that were damaged, they are boxes. Boxes is what we are talking about and we are in receipt of your claim form the only thing you originally claimed was a lamp broken, and this is the first time we have heard of anything missing, and up until this complaint you have never sent us over the claim form. We have reached out to you multiple times after delivery to rectify this, so to say that we have been silent is not accurate, and we will reach out again this week.