ComplaintsforFull House Movers

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Against Full House Movers, ******** https://fullhousemoverswa.com Date of Move-In: 12/3/2021 We paid the business: $12,074.67 Business committed to provide us with:Moving out of our home in ****, ** Storage of our things in their warehouse in ******, ** Moving our things from ******, ** into our new home in ******, ** Nature of the Dispute:Full House provided a crew of 6 people (a double crew) for our move-out. They were professional movers and we watched the care that they took of our things. They worked as teams with the heaviest items and were able to complete the move-out within a few hours.For Move-In Day, we assumed we would have a crew of three or four movers. We had to wait, per the Full House policy, for them to assign a driver to our things. We were instructed RE: when the driver would arrive. The main concern of Full House at this point, was that I had the final payment ready. Ten mins before the driver arrived, one man showed up at my door in response to a Craigs List ad for a mover. All of my confidence in the professionalism of the day eroded at that point. I asked him what his moving experience was maybe he was a professional with another company? But no, he had only helped one friend move in. When my concern about the situation was apparent to him, I thought he was going to talk with the driver who had pulled up on the street. But this man left, and the driver had not a single professional mover to help him. I am attaching the document that I sent to Full House after the move-in. I was working to be in transparent communication with them on the move-in day as I was panicked about the situation!Full House told us to work with their claims people (CSI Pros).Please read longer complaint in attached docs Driver lied to Full House RE: help coming.We feel that a $4000.00 refund would be more than fair.Full House Moving Order /Job No: ******** CSI Claim ID #: ********

  Business response

  05/26/2022

  The customer contracted our company to perform relocation services for their household items from ***** ** to ******, **. Unfortunately we understand that there were some issues with delivery and have asked the customer to follow the claims process. Once we have received an email from the 3rd party claim adjustment center we will be reviewing it in order to offer the customer more compensation. As of this moment we have not received any formal settlement letters from the claim adjustment center and are waiting for that information.We are very aware of the issues the customer had with delivery but the procedures must be followed.

  Customer response

  05/27/2022

   
  Complaint: 17192427
  
  I am rejecting this response because:

  Full House Movers has had PLENTY of time to resolve this issue. We have provided SO much information and have spent a SIGNIFICANT amount of time to resolve through Full House/CSI. Since the claims processor, CSI, works for Full House, I would hope that *** @ CSI would provide them with what they need ASAP. We filed the claim with BBB because the process/communication with CSI did not address the true nature of our problem - the lack of movers to prevent damage on the move-in end. *** @ CSI does not seem capable of dealing with that issue. They are no longer allowing us to dispute the claim and we have hit a wall with CSI. As Full House Movers is the company that we contracted with, I would hope that Full House could simply negotiate directly with us and send us the reimbursement requested this week. Let's wrap up this disappointing and expensive customer service gaffe ASAP.

  
  Sincerely,
  
  *********************** & *********************

   

   

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 24th I contacted Full House Movers and booked a truck to move. They took down and recorded a list of all the stuff we would be moving and determined it would be around 700 something sq ft. I cannot remember the exact sq footage but it was in the 700 range. On March 31st they showed up with six guys and two large trucks. One of the guys went in and used our sons bathroom and left it then they wanted us to sign a contract because they refused to put moving blankets on stuff or tie it down which means our grandfather clock, etc would get tossed all over in the truck. They then stated that they didn't have a list of stuff we were moving which they did, it was emailed to us and that it would cost us $10,000 to move our stuff to **********. It went from $4,000 to now $10,000. We told them to leave we would just rent a uhaul for a lot cheaper and move our stuff ourselves that that was a total scam you don't quote one price then **************** day and charge $6,000 more! After telling them how upset we were and we didn't appreciate one of them sneaking in and using our rest room and leaving urine all over our younger boys bathroom, to take our card off record they then charged our card $500. We contacted them and they stated they would refund us however a few weeks later it was still not refunded. On the morning of April 22nd, 2022 my wife called and spoke with ***** and explained the situation and requested a refund however no call back or email back. This needs to be refunded and resolved. Very upset!

  Business response

  05/19/2022

  The customer booked his move with our relocation specialist on 3/23/22. The customer was scheduled to be picked up on 4/1/22. On day of, after the crew had driver over 3 hours to their location, the customer canceled the move. In the order for service that was signed by the customer, it states, that the deposit is refundable provided we are given a 48 hour notice prior to the day of move. So, unfortunately the customer will not be receiving a refund because of the last minute cancelation. 

  As far the supposed mess one of the crew members made in the bathroom, I do apologize for that, but it was never brought to our attention so that it can be addressed and taken care of. 

  Customer response

  05/19/2022

   
  Complaint: 17099548
  
  I am rejecting this response because:

  We were told by **** that we would be refunded the deposit when we called before the e movers had even left. We called very upset fr getting scammed and the sudden price change. We did not cancel 48 hours prior to the reservation because we didnt know that we would be scammed as soon as the movers showed up. We paid for one truck and instead they showed up with six guys and two trucks then told us that the stuff we wanted to move would cost us $10,000! We then were told they didnt know what was going to be moved they didnt have a list however we were emailed a copy of the list of everything thats as to be moved with an invoice from the company for $4000. The crew arrived told us they werent going to tie anything down and wed have to sign a form so they werent responsible for anything getting broken. This would have been a 14+ hour trip with a giant coco clock, etc not tied down. All our stuff would have been destroyed from bouncing around the truck plus the invoice and cost went from $4000 to $10,000. They left a mess in our bathroom. Most people would cancel when the price jumps $6000 on the day of arrival when nothing has changed! I want our $500 refunded or we will file a health complaint and legal matters for being scammed and an employee from this company leaving bodily matter in our children a bathroom without asking to use our restroom first. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contracted with this company to move my household goods from Beaverton, OR to *************. The first down payment was made in May and the move happened July 29. I was quoted moving costs of approximately $5300 and the final total was about $8000. This is not my complaint. I do recognize that prices can fluxuate, but to be off that much is somewhat of a bait/switch. More importantly are the issues that were PROMISED to me, and what actually happened once the movers arrived. Everything the movers said about insurance and damage, was contradictory to what was promised. At that point, we had no choice but to move and abide by what they said. The ******* of this job was also very rude, and made my wife uncomfortable to be around. And when the movers left, they left all thier trash at my residence. Upon delivery, FULL HOUSE Movers had promised to re-assemble everything that was taken apart and put it back the same as where it was found. They did not do this! And they left parts ****

  Business response

  09/07/2021

  ************** is a customer with our company. He hired us toperform relocation services for his household items from Beaverton, OR to ********, CA. When ************** contacted our relocation specialist for a movingquote to perform the relocation services, he was asked to provide a list ofitems that were to be included in the relocation. We ask that this list be asdetailed as possible as it will allow us to do our job right so that a customersquote can be as accurate as possible. We also ask a customer to include itemseven if they are not sure they will be taking them so there are no surprises attime of pick up. When it was time to perform ********** pick up there was anincrease in the cost of the move because of the addition of household items andboxes. ************** wants to blame the relocation specialist, saying it is his jobto give him the most accurate quote and to a degree that is correct. But whatMr. ***** did not want to understand is that the relocation specialist can onlyquote for services based on the inventory list he provided.  ************** added speakers, toys, patiofurniture boxes and garage items. Those items caused ********** cubic footageto increase by 650 CF. ********** relocation also increased because of theaddition of packing & materials items added at time of pick up, additionalboxes, mattress bags, tape and the labor to pack them. At no point was anythingpromised to ************** and the reason that is, is because the transportationindustry changes on a daily basis and since we dont know what will happen dayto day there are no promises only what we will fulfill contractually.
  As far as ********** items being reassembled at time ofdelivery, after speaking with the driver, he confirmed that the customersfurniture was reassembled. The driver, ***** even had ************** inspect thebeds and furniture to insure that the items were assembled correctly and to hissatisfaction.

  Customer response

  09/07/2021

   
  Complaint: 15791725
  
  I am rejecting this response because: In my original complaint, I did not say that the increased cost was my main complaint. I understood that costs are variable, and stated so. I just felt they should have not been that far off. Unfortunately, I was only allowed **** words to type my complaint, so the second part was cut off.

  My main complaint was that they promised to re-install all of my items the same way as when they picked them up. To say, they did, is A BOLD FACE LIE. Fortunately, I took videos of the situation so, I can show you how it looked. **** is also a liar. He actually tried to help put things together before he left, but gave up as well. For that reason, I DID NOT sign any of his paperwork when he left. I also have pictures ( which I sent one) showing how they packaged the nuts/bolts/screws of the things they took apart, and the packaging was still intact when they left. I can provide as much proof as will be needed.

  Lastly, if everything was intact, then why did they send me an email offering me up to $150.00 to find a handyman to put all the items back together again? I have this in writing. I declined this offer for multiple reasons, including the fact that I couldn't even find all the parts, nor understood which hardware went with what. How could a random handyman ( which being new to the area, I wouldn't know where to start) find them. I went to ********** the next day to put my bed together! Lets ask all the movers who were there if they put everything back together??

  This response from full house movers proves they are a dishonest company. I cannot let this go aftert that response. The BBB is supposed to protect us from companies like this. And, I will proceed further with legal represention, until I am satisfied with a resolution.

  Please contact me by phone so I can explain things in more detail and provide proof as needed.
  
  Sincerely,
  
  *************************

  Customer response

  09/09/2021

  Hello, 

  I had sent pictures and videos as well as a aritten response on this same format a few minutes ago. I got a response back noting that the " entity may have been too large"? Can you confirm receipt of that message and/ or this one?

  As noted earlier, I am not that tech saavy and voice communication is my best format.

  Thanks ,

  *******************

  ************

  Customer response

  09/09/2021

  hello, this is the 5th time I have tried to send attachements per previous emails and have been rejected because the entity was too large ( whatever that means). Please reach out to me by phone so we can discuss other ways to send them to you. The BBB is supposed to be an advocate for the people, and yet you are making this very hard for me.

  Thank you,

  *******************

  ************

  Customer response

  09/10/2021

  Thank you for providing this forum for me to respond to the lies set forth by FullHouse movers. In no way was I satisfied with the delivery of my items in any way, shape or form. And to say the driver ( ***** confirmed that is simply an outright lie to discredit me. To his credit, ****** the driver) actually tried to help put things together ,but he eventually left too. I communicated with him yesterday and he noted that is not what he told FullHouse movers ( and I have his text ). And when he left, he asked me to sign some papers and I refused because of the situation. But I want to be clear that I never said they didn't put together anything, because they did assemble 3 items: 2 day beds and a picnic type bench. And in all three cases they did not have all the hardware as when it was picked up, and I had to tighten all the nuts/screws as they were not secure.

   

  With that said, I have sent 4 attachments, and I will try to send the video but it seems to keep cutting off before it runs its course. One picture labled Master, shows how they left my master bed when they left. Clearly it is not back together. We had been sleeping on the floor for 3 days, so it would have been nicde to have that set up. The picture labled " Hardware packs" reflects how they packaged the screws, bolts , etc of the items that were dis-assembled. Essentially, they took packing tape rolls , and put the screws inside of them and taped over them. The picture does not reflect all the tape rolls , but gives you a good idea of what they are. And you will notice that many are not open, therefore how could they have put items back together if the hardware is still packaged. You can also see that they tried to label these packages, but in a lot of cases in was in some type of code ( see the picture labled  "parts"). I still don't know what MT3B means? And on the ones we could read, they weren't clear. One says "book case". We had more than one. One says " TV stand". We didn't have a TV stand as all our TV's were mounted to the walls. Only later did we recognize this as parts for a cabinet that happened to be in one of the rooms that had a TV in our old home. And understand, the people who loaded our items were not the same ones who unloaded them, so I'm not sure how they could have known these codes? 

   

  Lastly, for FullHouse to say I was satisfied and basically everything went correctly, then why did they offer me $150.00 to find a handyman to assemble the rest of my stuff ( see attachement labled missing parts bribe). This acknowledges that right away I contacted them to display my dis-satisfaction, and they acknowledge my request. I declined this offer for many reasons, but mostly because the service of " re-assembling all my items as they left my house" was promised as part of the agreement, and one reason I went with them. ( also, I understand this is pretty standard in the industry). So, why are they trying to say I was satisfied when they were prepared to pay me for the " inconvience"?  Basically they are trying to discredit and smear me , like a lawyer tries to discredit a victim.

   

  There were many other unprofessional behaviors that I pointed out to them, including a ******* who was rude and arrogant, and who made my wife feel uncomfortable when he was alone with her. Even as I mentioned this immediately, it was new news to ****** when I brought it up to her. But that's another story altogther.

   

  I think this covers it, and the attachments will come on another email. Please confirm reciept of both.

   

   Thank You!

   

  Regards,
  
  BG

  Business response

  09/14/2021

  We understand that the increase cost of your move was notyour main complaint but it was a complaint and we try our best to address eachand every complaint given to us by our customers.
  At no point in time were you promised that your items wouldbe re-assembled at delivery, This is a courtesy that we provide to ourcustomers to help mitigate the stress of moving. Some customers prefer to havethe delivery crew do the re-assembly and some customer prefer to do theirre-assembly themselves.
  As far as the driver, ***** we had a conversation with himwhere he confirmed that most if not all of the items were re-assembled,excluding the master bed. We, unfortunately, have to take the driver at hisword as we are not at every delivery to oversee how the delivery proceeds. Ifthe driver is telling us one thing and the customer another that is alsosomething we have no control over either. We went by what the driver told us,and wanting make sure that the customer had his items re-assembled we offeredto reimburse him to have a handy man come put the master bed back together. Atno time was it a bribe, it was us trying to do the right thing for the customerso that he had his bed re-assembled.
  As far as the way the crew packages the hardware from theitems they disassemble, again this is a courtesy service we provide at nocharge to the customer. In order to keep it at no cost moving forward we needto use the supplies we have on hand.

  Customer response

  09/15/2021

   
  Complaint: 15791725
  
  I am rejecting this response because: It is really hard for me to believe how these people continue to outright lie. Under oath, I would like my main contact , Shye Ozalvo swear that he never told mne they would re-assemble all the items just as they were picked up. Under oath, I want to hear ****** say she did not agree with me when I called her the next day after delivery that ALL my items should have been assembled. Ask her if she has a recording of that conversation?  And, if only the master bed was the item that wasn't assembled, then what are all the packages containing nuts, bolts, screws for???  Those weren't all meanty for the master bed! They werent  even labled as such. Its not hard to see how these people are backpedaling on every rebuttal I provide. 

  They said the driver told them I was satisfied at the time of delivery. I spoke with the driver a few days ago, and he said that is not what I said. And I CALLED and spoke with ****** at Full House the next day after delivery and expressed my dis-satisfaction which resulted in her offering the money for a handyman. So, how with a straight face can she say that the driver said I was satisfied, when I specifically let her know the next day I was not?? And, lets put the driver under oath and ask him if i EVER said I was satisfied with how the delivery ended. He gave me paperwork to sign when he was leaving and I refused to do so!

  What part of any of my behavior says I was in anyway "satisfied" with how this delivery went. These people are just outright lying, and the public needs to know what kind of company they are.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Interstate move from WA to TX. Pick up June 29. Delivered on August 16. After multiple unfulfilled delivery promises, I got confirmation (twice) that delivery would happen July 17 19. Based on that, I made work travel plans to leave the country July 22 - Aug 5 and shared that with Full House, which they told me not to worry as delivery was confirmed and it was a matter of the driver calling me and showing up. Delivery did not happen, they were not able to tell me where my property was until July 20th. I then asked if delivery could be scheduled for Aug 5th, and they agreed to have that as a target but would confirm exact date later. That never happened and on Aug 11 they confirmed that the delivery was happening August 16, which it did. I was coerced to pay before I saw my property. Furniture that was disassembled by the pick up crew and Full House had committed to assemble at the destination, were not assembled. We had multiple pieces of property damaged. Full house unresponsive.

  Business response

  08/25/2021

  ************** contracted our company to perform relocationservices of his household items from Washington to *****. The pickup wasperformed on 6/29/21 and at time of pick up the customer provided us with afirst available date for delivery of 7/5/21. Prior to booking the relocationservices the delivery expectancy would have been explained as us having up to21 business days to attempt delivery. The customers 21st businessday would have been 8/2/21. The customers items were loaded on the truck on7/13/21 and customer was told that delivery should happen around 7/19.Unfortunately the driver was delayed and was unable to make delivery aroundthat time. When it was finally worked out when delivery would be happening thecustomer informed us that he would be out of town from 7/22 to 8/5. At thattime the customers items were off loaded in a transfer warehouse to awaitredelivery. Once the customer returned from their trip their delivery wasarranged, the customer wanted delivery immediately but had to explain thatthere were multiple deliveries that the driver was doing and that their deliverywould be scheduled in. The customer was not charged additional fees for storingtheir items until redelivery could be made. That was a concession that was madeto the customer, in most instances if a customers items are ready for deliveryduring their ***************************************************************************************************************** the customers case theadditional fees would have been close to $4000.00
  As far as furniture that was not assembled at time ofdelivery, it happened to be an Ikea bed that is particle board and that is not furniturethat we assemble. This is something that the customer signed off on at pick upand something the job ******* would have explained to him. With regards to damageto items, an email will be sent to start the claims process. The customer has ******* from date of delivery to file a claim with the 3rd partyclaim adjustment center and is more that welcomed to file their grievancesalso. It was also explained by the relocation specialist, in multiple emailsand by the job ******* that the balance would need to be paid prior to unload.  The customer would have signed off on the factthat the balance needed to be paid prior to unload also.

  Customer response

  08/25/2021

   
  Complaint: 15782365
  

  It is unfortunate that the company does not take accountability for their incompetence. I hope prospective customers read the BBB reviews and take that into account in their moving hiring decision.

  I am rejecting this response because:  There are several inconsistencies and lies inthis response:

  - customer was told that delivery should happen around 7/19 It was specifically communicated to me that delivery was scheduled and confirmed to happen between 7/17 and 7/19. It was not around or should happen.

  
  - At that time the customers items were off loaded in a transfer warehouse to await redelivery When I talked to them to let them know that I had scheduled a trip, I was told that the items had already been sitting in a transfer warehouse in ******* so, they were not offloaded due to the request to deliver on 8/5.

  
  - This is something that the customer signed off on at pick up and something the job ******* would have explained to him The agreement that I signed (RELEASE FROM LIABILITY TO PARTICLE BOARD FURNITURE) was that Fullhouse had no liability for ************** furniture that was shipped FULLY ASSEMBELD. Does not apply as a reason to refusing to reassemble it as they disassembled it at pick up.  I was told by the salesperson AND by the ******* that ALL furniture pieces that they disassembled at pick up would be reassembled at delivery, no exceptions for particle board furniture,  I was never told of this alleged fine print (mainly because it does not seem to exist). Also, when I spoke with the sales person post-delivery about this, he had told me he had spoken to his boss and they would make it right. There were also 2 additional office desks that they disassembled and refused to assemble that they are ignoring in the response, not only the bed.

  
  - The customer has 9 months from date of delivery to file a claim with the 3rd party claim adjustment center- I have asked multiple times for the company to provide me information of the 3rd party claim adjustment center so I can file a claim but the company has since stopped taking my calls and returning any of my voicemails and emails. All I am asking is, give me the information so I can file a claim.

  
  - It was also explained by the relocation specialist, in multiple emails and by the job ******* that the balance would need to be paid prior to unload all parties that communicated anything related to payment never used the words prior to delivery. Although I understand that is how the agreement is worded, I was told at the time of delivery. Still, asking for everything paid before I could even validate my property was on 2 U-Haul trucks was not pleasant.
  
  Sincerely,
  
   

  Business response

  09/07/2021

   At no time was ************* lied to, information was given to him as it was provided andunfortunately it was incorrect information. The transportation industry changeson a daily basis and because of that information changes on a daily basis. Whenthe customers items were loaded it was expressed that delivery would happenwithin a certain time, unfortunately that did not happen because of delays withthe driver. According to DOT regulations a driver is only allowed to drive somany miles and for so many hours per day. There are also delays because of roadconditions, traffic and weather. We are sorry that the customer was told thatdelivery would happen between a certain time, but at no time was the customerpromised that delivery would happen at a certain time. When delivery wasdiscussed with the customer he was told that delivery is expected betweencertain dates and when the customers items left the Washington warehouse hewas sent an email laying out delivery expectancy. Nothing was ever promised tothe customer that delivery would happen at a certain time because we have nocontrol over unforeseen circumstances.
  When the customers items were picked up he provided us witha first available date for delivery, that date was 7/5/21. From that date wehave up to 21 business days to complete delivery and when the customers itemswere loaded on the truck we were still well within the 21 business day window. Oncethe customers items had made it to ***** and we were scheduling delivery, wewere informed that the customer would not be able to take delivery because of atrip. It was explained to the customer that from his first available date of7/5/21, having 21 business days, we had until 8/2 to make his delivery and inmost cases the customer would have had to make other arrangements to acceptdelivery. But because of the delay in the original delivery date we decided tostore his items temporarily, at no extra charge, until the customer returnedfrom his trip. Again, at no time was the customer promised that his deliverywould be on 8/5. It was explained that there were multiple deliveries happeningfor our ***** customers and we would try our best to make it happen as close tohis return date as possible.
  Regarding the reassembly of his furniture, there are certainitems that will not be reassembled at time of delivery and that includedparticle board furniture, such as Ikea furniture. The decision was made bymanagement that we were not able to assemble the particle board furniture.
  The customer was sent the email to start the claim processbut it will be send again. If by chance it is not seen in his regular email boxthen please check the junk/spam box.
  Again, the customer was informed via email, by therelocation specialist and the job ******* that the balance will need to be paidprior to unloading of his items. This is a DOT regulation and is in the bindingcontract signed by the customer. The reason this regulation is in place isbecause of customers not wanting to pay their balance after their items havebeen off loaded because they are dissatisfied with their move, their deliveryor because of damage. I advise the customer to read through page 2 of theirbill of lading which details rights and responsibilities of the moving company andalso the customer.

  Customer response

  09/07/2021

   
  Complaint: 15782365
  
  I am rejecting this response because:

  This is no longer worth my time and energy BUT I want to make one item clear: Yes, I was lied to and I was misled by Full house in multiple occasions. A specific example of a lie:  I was told, multiple times: all furniture we disassemble will be assembled back at delivery, but apparently the best response I get to justify them not following through is: "The decision was made by management that we were not able to assemble the particle board furniture." I guess if "management" decides not to do something that was promised to you it is no longer a lie?  Go figure....

  Although I am rejecting the response, as it does not address many of my concerns, I no longer expect a response nor that full house will do anything to provide any reparations. I will do what is left for me to do, which is file a claim for the multiple items that were damaged. 

   

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used full house movers to transfer my items in July from ******* to *******,Georgia. I paid four thousand + dollars for moving the items from my condo. when they deliver items at my home, there is no check list , most of the boxes are completely broken in which I paid for full packing and installation. MY automatic computer table was completely broken. The people deliver at home, NO response from their side.I lost a bunch of household items from the boxes. I tried to call them for the last four days and no one picks the call or call as back. I talked to my sales Agent, she said everything will be managed by the claiming team but no one supporting it.

  Business response

  09/08/2021

  ********************** was provided an inventory check list when hisitems were picked up for the relocation to Georgia via email. The driver wouldhave also had hard copies of the inventory that would have been used at time ofdelivery. At no time did ********************** inform us that he needed or wanted thisinformation or we would have provided it for him. When ************************ pick upwas done most of the boxes with his items in them were already boxed by the customer.The boxes that ********************** sent pictures of are not the boxes that ourcompany uses. Pictures of our boxes have also been attached.
  As far as the claim situation, I received an email from hisrelocation specialist that damage was sustained during his move and at thattime an email was sent to him to start the claim process. A couple of weeksafter the claim email was sent to him we received an email from him letting usknow that it took him some time to find the email we send because it went tohis spam folder.  When responding back tohis email we also provided his **** of lading and inventory documents fromdelivery. Tell us why here...

• Initial Complaint

  08/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Full house movers. They have not picked our ****** or delivered our stuff. I called yesterday and got hung up on because I stated I wanted a time and date of delivery.

  Business response

  08/25/2021

  We performed relocation services for this customer from Washington to ****. At time of delivery it was confirmed that one of their secure vaults that held some of their items had not been loaded. The customer was informed that as soon as we have another truck heading to their location in **** we would load there items. The customer called yelling, asking for information that we were unable to give to them. We had a truck and drive assigned to their items but the driver has been delayed getting back to Washington so we are working on getting another assignment. As soon as their items are on the truck the will be informed and customer service will also work on getting a discount for the inconvenience.

  Customer response

  08/25/2021

  
  Complaint: ********
  
  I am rejecting this response because:the business stated upon agreement for them to move our belongings that they had trucks coming to the Midwest at least once or twice a week. Upon identifying that some of our itmes were missing we paid full house movers the remainder of the agreed upon balance regardless that their side of the move was not completed. My husband called multiple times a day with absolutely no response. Once he was finally able to get one, they stated over and over that they were waiting for a truck. This has been over a period of almost two months they have been stating the same thing. They were supposed to have loaded our things last week, but they did not let us know. Then my husband received an email stating our belongings would be loaded up as of yesterday. We were not notified of such an event. When I called, I was unwilling to accept the same run around they have been giving us the entire time. The clerk hung up on me because I wanted a specific date that our things would be loaded and delivered. I expect communication, which after nearly 6 months of no call backs after multiple calls and voicemail sent to full house movers. We had to call someone else just to get an emailed response from the respondent. Not only did they not meet their deadline the first time, they have now made us wait nearly two months for the rest of our things which we still do not have. The driver who brought our first load did not even know he was coming to a home. He thought he was coming to a warehouse. He showed up unannounced as I stated before there has been little to no communication. The movers who were not here as they had not planned properly for both driver and movers to be here at the same time. I have a very loud voice and of course i was extremely agitated with a supposed businesses being incapable of not only having their personal here when they should be, but incapable of communication. We still do not know if they have loaded our belongings or have a date as to when it will arrive. We paid this company over 18000 dollars to move our things. I expect communication and a streamlined process that moves swiftly. **** *****

  Customer response

  09/10/2021

  Full house movers moved our belongings in June. 2 months after we asked them to. They did not bring all of our things the first or second time, I was pregnant and breast feeding and sleeping on an air mattress. Each time they delivered things to us the said they were waiting for a truck. The delivered some of our belongings on June 19, 21'. I can't recall the date from August 21'. However, we still do not have all of our things. They damaged our home walls with grease. And ripped the sheet wall. According to our legal agreement, we are to be compensated 30 dollars per day that they do not deliver on time. They gave us a delivery date of June 19. Per our agreement, they have not met our expectations. We keep asking for management to get involved and they refuse to talk to us. They are now saying we have to pay out of our own pocket to litigate the issue and receive the money owed to us per their contract. Is there anything that can be done?
  

  
  

  Billing Adjustment
  

  
  

  Business response

  09/14/2021

  The customer did not call yesterday and get hung up on. Sheand her husband called a few weeks back to find out when the last of theiritems were going to be delivery she started screaming and demanding a timeframe after it was expressed to her that we did not have that information. Atwhich time she kept screaming so she was told that we were ending the call andwhen we had that information we would contact them.
  At the time of their original delivery the customer informedus that they were missing some items, at that time we informed the warehousemanager that some items were missing and an extensive search was done. After acouple of days their items were located in a secure crate that had beenmisplaced in the warehouse. It was explained to the customer that as soon as wehad a truck headed to their area we would load up their remaining items so wecan deliver them.
  It has been confirmed with the driver that their additionalitems have been delivered, completing their delivery service. As far ascompensation the customer was told that since a claim had been started by themto continue with that process and we would compensate them through the 3rd party claim adjustment center. We also brought their issue to the attention ofthe manager and can see where they made an attempt to call them to help resolvethe issue but the phone was not answered and a message was left.

  Customer response

  09/14/2021

   
  Complaint: 15744638
  
  I am rejecting this response because:The respondent is flat out lying. It was never stated I called the day before yesterday and got hung up on in my statement. The respondent is downplaying how many times we called a DAY. Check their voicemails and caller ID. We did in fact call multiple times a day as the respondent is screening our calls because they never answer and don't call back. Hence the anger. However, respondent is lying. I did not scream. My voice was raised and we have never spoken before so respondent was unaware I AM ALREADY LOUD. It took us calling the person who booked our move (not respondent because we called multiple times a day and SHE did not answer nor bother to call back) to call respondent to contact management. When management finally called back, it was at least two weeks post the last phone call in which slander is being put on us and I supposedly screamed. Last time I complained i was yelling according to respondent.We got an email from respondent stating we would have to file through third party. No where did it mention who third party was in the email; that it was the claim we had started. Who are we dealing with now? Why is their claims department third party? We had been Informed that in order to be compensated for our home that we would have to file a claim, not that it was the same as being compensated for lost items, damage to our home and the refund owed to us.so now that we have contact with management, they are working with us as of today. No longer respondent thank goodness. People miss calls. We called back unlike respondent. Had the company not been so disorganized and careless with our things, and stating week after week they didn't know when a truck was coming seems not right.We also somehow got a **** from the "trucks" they contracted to pay and additional **** for fuel that full house movers didn't pay, which was supposed to be included in the expenses already paid, AND we got three other of their clients personal information in that **** saying they owed the same amount. So, either they scaming customers after delivery is completed for more money and whoever sent out the faulty bills messed up, or our information isn't secure with them. We know thru were actual customers because we called them. They made the same unorganized accusations against full house movers.An organized operation would know exactly when a truck would be available to move our things and when give or take emergencies and weather we would receive them. An organized company would have their own truck bring our things, not a third party. I want everyone to know and I want to put fire under them to rise up to the "great company" they advertised themselves to be. The fact is, we still do not have all of our things and our brand new house now has damage and needs repair, it's were broken and per their contract, they owe us 30 dollars per day our things didn't arrive per June 19th and compensation is being avoided.
  *******************

• Initial Complaint

  08/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We used this company for our move from Washington to ************. The whole process went smoothly and communication was strong until the arrival of all of our belongings EXCEPT our 43 flat screen television. When I brought this up to the driver, his response was Im srry i dnt have a tv in here. Ok, fine. Ive made several moves in my time and understand that sometimes things dont make their way to their new home or are damaged en route. My complaint is that Ive reached out to this company several times since this discovery, with no response from them. Additionally, I was charged a $75 stair fee when the movers arrived at my new home, and upon reviewing the contract again, there was to be no charge for one flight of stairs. ****** was my contact every step of the way - until they collected all their money. Absolutely unprofessional!

  Business response

  08/16/2021

  Thecustomer did contact us to inform us that she was missing a television. It wasexplained to her that we will need to do an extensive search of the warehouse,the truck and get with the other customers who had items on the truck. She wastold that sometimes things do not make it on the truck when loading because itis set to the side so that a piece of furniture can be loaded before itespecially when it is something fragile like a television and sometimes it getsforgotten. Once it was confirmed with the warehouse manager and the driver thatthe television was not located in the warehouse or on the truck the other 5 customerswere the contacted. As of right now we have heard from all the customers and eachis saying that they have not located a television  that does not belong to them. Right now all wecan offer to do is send the customer an email to start the claims process andcontinue to search. The customer has 9 months from date of delivery to startthe claim process and if anything is found on our end the customer will benotifiedTell us why here...

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Full House Movers for an out of state move. I paid for packing and shipping services. I received an estimate, and the day of, when the packing/moving was almost complete, the price was almost double the original quote. I was informed that there was nothing I could do other than pay the difference or they would leave with my stuff. Not only did I not receive my items in a timely fashion, I was also missing items and quite a few items were broken and damaged. I continued to contact the company for resolution, and they finally sent me to their insurance. Offered me $50 for my claim and have stated I can accept it or leave it. I can't replace even one of the damaged items. They claim to insure for .60/dollar for damage and broken items. I didn't request any money for the lack of delivery, just to replace what was broken and damaged. Not only were they non responsive, but it is also a bait and switch game of giving a written quote and changing it once items are loaded on a truck.

  Business response

  08/20/2021

  When the customer booked the move with our sales departmentan inventory list was provided by the customer. (attached as ElectronicSignature) She provided all the items that she wanted to include in herrelocation. At time of pick up the ******* would have done a walk through withthe customer to assess all the items that were to be loaded on the truck. Atthat time the customer could have decided to remove items that were on theoriginal inventory list or add items that were not on the original inventorylist. The customer decided at time of pick up that she would be adding additionalitems (attached at Revised Written Estimate). The crew would not have startedloading her items onto the truck unless they received written signatureacknowledging the price increase for the increase in inventory.
  Regarding delivery, at time of pick up the customer providedus with a first available date of 2/23/21. It would have been explained to thecustomer that the date provided is not an actual delivery date but a date tolet us know that she is ready to receive delivery. From that date we have up to21 business days to attempt delivery. This is information that would have beenprovided to the customer by the sales person she booked the move with, also inthe emails exchanged between the sales person and customer. The ******* wouldhave also gone over that information at time of pick up. The customers itemswere loaded onto a truck to make delivery on 2/25/21 and she would havereceived delivery within 2-6 days from the date her items were loaded.  
  When the customer booked the move with the sales person theywould have explained in detail the Value protection that is offered to coverdamages associated with the move. The customer decided to waive the full(replacement) value protection, opting for the lower level of protection thatis provided at no cost. That level of protection will only pay $0.60 per poundper article. Unfortunately it is the customers responsibility to purchase additionalcoverage to insure their items. When we were informed that there was damagesustained an email was sent to the customer to start the claim process with ****** party claim adjustment center. At that time they evaluate, withthe customer all items that are damaged to assess the correct payout.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My furniture was picked up on 6/7 for contractual delivery no later than 7/12. As of 7/12, I received no updates. After numerous calls and emails, I got an update that my furniture was loaded 7/12, left 7/13 for delivery between 7/17-7/19. This was a holiday for me but she made it very clear I must be available to receive furniture. I got an automated email on 7/15 truck was en route and I had to go get CASH or money order. NO ONE SHOWED UP. After MULTIPLE unanswered emails and phone calls, finally I reached someone and they said a mistake was made. New delivery would be 7/27-7/29. I explained to them I have to take all days off since I am contracted to work days/weeks ahead and was losing very lucrative work due to my inability to respond to my availability. I emailed them on 7/18 stating if they were not coming, I was being requested to work. They never responded. NO SHOW 7/27-7/29. They now said they will call in a couple of days. They will not respond what that means.

  Business response

  08/16/2021

  The customer is correct that their ************************** items werepicked up in Washington on June 7, 2021 and according to DOT regulations wehave 21 business days to attempt delivery. The customers 21st businessday was July 12, 2021. Unfortunately, the customers items were loaded on July13, 2021 to make the trip from Washington to *****. Yes, we were late withdelivery and it was explained to the customer the reason for the lateness. Witheverything that has happened over the last year and a half, it has taken a tollon many businesses, especially the transportation industry. With the increasein gas prices, staffing shortages and the inability to purchase/lease new orused vehicles many deliveries have been delayed. Just like when purchasing newfurniture, the delivery expectancy is anywhere from 2-6 months. It is alsostated in the contract that when a late delivery happens the customer will becredited $30 per business day until delivery is made. The customers balancewas credited the $390.00 for the 13 business day lateness,  decreasing  their balance due.
  As far as when delivery was to happen, the information givento the customer was information that was provided by the dispatch department.Unfortunately the information that was provided was incorrect and the delivery wasnot within the window that was provided. Things like this happen because ofunforeseen circumstances once the driver is on the road, bad weather, traffic,road conditions and mechanical issues. The customer was assured that once thedriver is ready to make delivery that they would be contacted 24 hours beforedelivery to confirm date and time.

• Initial Complaint

  07/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Picked up on May 24th, delivery for the 1st of June. Nope. Was told "we have 21 days from your first delivery date to get it to you. You get refunded $30/day after." Checked back every few days, Nicole, their dispatcher, is an unprofessional and rude person so I learned to talk to Ely their sales guy. "Doing everything we can, checking for you daily." Finally got told on *July 8th* that the truck finally got loaded and left WA for my new place in OK. Then today, the words *business days* got inserted into everything. They have 21 *business* days to deliver after first date and you're reimbursed for *business days* after. Right, because you're only failing Mon-Fri and trucks don't drive on weekends. So after the worst service you could imagine from a moving company, they renege on the only reimbursement and they don't care because you already paid. THEY ARE 5 WEEKS LATE and my refund is $330 out of $4300+ paid.

  Business response

  08/05/2021

  ******* contracted our company to complete relocation services for his household items. At the time of his booking he provided the relocation specialist a first available date for delivery of 6/1/21. At that time the relocation specialist would have gone over the delivery expectancies in detail. This information was also shared with him via email before he signed the estimate order for service.  From his first available date for delivery of 6/1/21 we have up to 21 business days to complete delivery and this information was also shared with ******* at time of pick up when he signed the bill of lading.
  I understand that the company was late in the delivery of his items and because ******* had paid his balance in full a credit would need to be refunded back to him. ******* is being credited $330.00 for being 11 business days late with delivery. This information was also provided to him in the signed bill of lading. It was not the company’s intention to deliver his household items late but with everything that has happened over the past year and a half there have been major delays, especially in the transportation industry, which ******* acknowledged in an apology email to his relocation specialist. There have been increases in gas prices, staffing shortages, and the 12-16 month wait list to purchase new vehicles. While other moving companies are not adhering to the 21 business day *** regulations and are delivering household items 2-4 months after the 21st business day our company is working as hard as possible to make deliveries as quick as possible. But sometimes some deliveries do fall past the 21 business day mark.
  As far as the refund of the $330.00 for late delivery the company has one person who handles that part and unfortunately for us she was admitted to the hospital with a life threatening illness. This situation left our company scrambling to get the refunds done. The refund was attempted on the credit card provided by ******* but the merchant would not allow the refund so a check will be mailed to ******* for the credit. Once accounting has cut the check ******* will be informed via email.  

  Customer response

  08/05/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I was originally told that the delivery would happen on the 1st. Then I was told they have 14 days. Then I was told up to 21 days and additional days would be refunded. Then when it was refund time, the word "business" got thrown in which significantly reduced the owed refund. I did apologize for being rude about the fact that they had my entire home business in a warehouse with no information to give for weeks because I know it's been a crazy season. I believed the information the "specialist" was giving me over the phone each time and it wasn't until the refunded amount was reduced that I looked up the contract language. The business can hide behind the "it's in the contract" excuse, but I was outright lied to. I lost a month and half of income and had to replace hundreds of dollars worth of living essentials just to survive with my wife and kids while our stuff was 1800 miles away. The $660 they were going to refund for being 22 days later than 21 days after the delivery date I paid them $4300+ to deliver on wouldn't cover 10% of my additional losses, but then to be contract slapped at the end and have half of the refund reneged on is beyond the pale. I can appreciate the challenges to doing a job but when the result is a direct and substantial financial injury to the customer for choosing you to do the job, most businesses in most industries would try to make it right. FHM has instead treated me like a problem for their inability to perform what I paid them for. I'm not asking for the $7000 in income their delays cost me. I'm not asking for anything to salve the lost client from being shut down for 6 weeks. I want the entire $660 refund I was expecting based on the verbal information I was given. The fact I'm even having to fight for a pittance given the egregious failure to perform is mind blowing Sincerely,
  
  ******* ******

  Business response

  08/16/2021

  At no point in time was the customer informed that his delivery would happen on the 1st. Unless a customer is paying for exclusive rights to a truck no delivery window is guaranteed. It was explained and shared with the customer that delivery can take up to 21 business days, verbally and by email. The delivery expectancy is shared with the customer by the moving specialist, who books the move, and also the pickup crew. It is also on the paperwork that is signed and provided to the customer at the time the move is booked and also at pick up. Much emphasis is put on the first available date for delivery because customers will need to live without their things while they are working their way through the dispatch line. Another reason for delay in delivery is because it has been difficult to hire qualified CDL drivers who are willing to drive to certain states
  As far as the refund for late delivery the customer’s 21st business day was June 29, 2021 and whether we are counting regular days or business days the delivery was nowhere near 21/22 days late. The contract clearly states that $30 will be credited for very late business day after the 21st business day and the customer was credited for 11 late business days. Since the funds could not be refunded to the credit card the customer made his initial payment with a check must be issued. Accounting has been informed that a check must be issued and once the check has been released the customer will be informed via email to expect the check. The reason the credit was not issued earlier is because the person who handles that for the business was in the hospital.

  Customer response

  08/17/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  - "At no point in time was the customer informed that his delivery would happen on the 1st."

  Why would I have chosen a company that couldn't deliver on the day I would be there? I didn't. Ely (the moving specialist) told me me he was confident that my stuff would be delivered by the first or second of JUNE. I didn't make that up. If that's what the company had actually told me, I wouldn't be upset and making formal complaints that it didn't happen.

  - "It was explained and shared with the customer that delivery can take up to 21 business days, verbally and by email."

  You keep saying this and it isn't true. Once we arrived in Oklahoma, I started contacting the company wondering why I hadn't gotten contacted about my stuff being loaded on a truck. I was told "one is coming in from the Northeast, and your stuff should be loaded in a couple days" it wasn't until that didn't happen for a week that I called back and got Nicole (dispatch) on the phone. Nicole is the first person who said anything about 21 days and our conversation on the phone deteriorated rapidly because her telling me 21 days *after my stuff was picked up and after I had paid* was the first I'd heard of it.

  - "The delivery expectancy is shared with the customer by the moving specialist, who books the move, and also the pickup crew."

  ELY: "After pickup, your things will be loaded on a truck, usually within 3-4 days, and then dispatched out. a truck to the midwest will usually take about 4 days to arrive." Pickup date: 5/24, +4 days for loading, +4 days for driving =  6/1. Again, didn't make this up out of thin air, I planned my entire cross-country drive with my family on this estimation that was given to me.

  - "It is also on the paperwork that is signed and provided to the customer at the time the move is booked and also at pick up."

  The pickup crew had an **** and asked me to initial a bunch of stuff while they were loading and asked for my signature at the end. Yes, i should have read it more carefully, but being presented the "fine print" during the middle of a moving event and then standing on that as your "neener neener, we dont have to pay you" is exactly the shady business I made the complaint about. Read the google reviews besides mine, I'm not the only one this has been done to.

  - "Much emphasis is put on the first available date for delivery because customers will need to live without their things while they are working their way through the dispatch line."

  True. The emphasis is put on the first available date for delivery throughout, but there was also a lot of "usually its X days to load...", "9 times out of 10 we have loads delivered in X days...", "the majority of our customers get their things within X days of the delivery date..." 

  - "Another reason for delay in delivery is because it has been difficult to hire qualified CDL drivers who are willing to drive to certain states."

  And when the magnitude of the problem was laid out in a NYT article about many people nationwide experiencing the same thing, I wrote an apology email and significantly ratcheted down my rhetoric. I also stopped checking back on dispatch status and accepted that I was just going to have to wait and put my business on hold because I had no recourse and there was nothing any of us could do to make a truck appear.

  - "As far as the refund for late delivery the customer’s 21st business day was June 29, 2021 and whether we are counting regular days or business days the delivery was nowhere near 21/22 days late."

  If we count regular days from the first, 21 days is the 21st. +7 is june 28. +14 is July 5. +21 is July 12 and my stuff came on July 13. That's exactly 22 regular days which is pretty near 21/22 days. 

  - "The contract clearly states that $30 will be credited for very late business day after the 21st business day and the customer was credited for 11 late business days."

  Again, Nicole on the phone was the first person to mention business days in terms of delivery, and then later Nicole via email was also the one to add "business days" vs regular days in terms of the refund calculation. It IS in the fine print of the contract, I'm not arguing that it isn't. I'm arguing because what the company's representative represented to me was 100% confidence that my delivery could be made quickly and easily and when that didn't happen it was represented to me that I'd get a $30/day refund. I wish I had a transcript of the phone conversations I had with Ely. He is a very nice guy, but verbally told me a lot of things that weren't true that I based my decision to hire and my expectations of the service on. I'm now getting hit with fine print from the contract that is different than I was told that I initialed on a tablet while loading a moving box. I'm not making a complaint on the legality, clearly I have no recourse there, my complaint is on the ethics of being told one thing and being contractually bound to different terms than verbally discussed. Yes, its my responsibility to read what I sign, but its a company's responsibility to live up to what it tells people when they call looking for services. 

  - "Since the funds could not be refunded to the credit card the customer made his initial payment with a check must be issued. Accounting has been informed that a check must be issued and once the check has been released the customer will be informed via email to expect the check. The reason the credit was not issued earlier is because the person who handles that for the business was in the hospital."
  

  I am very sorry to hear about your co-worker and I wish them good health. I am not concerned about the timing of the refund, it can be issued when the accountant gets back, no worries.

  
  Sincerely,
  
  ******* ******

   

  ***Attachment(s) redacted by BBB staff***

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