Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/15/2025

  Type:Product 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 have used ************** for over 10 years with good experiences until this recent visit with the Seattle franchise. Two crew members came to remove a light stand-up desk, a TV, a monitor, and two throw pillows. They quoted me for one-eighth of a load but charged almost $400, which does not match the pricing on their own rate sheetthis constitutes bait-and-switch pricing and padding the bill. They told me they would return for my sofa but insisted I pay immediately, then drove off without completing the job, a case of front-loading payment and failure to deliver. When I called dispatch, the explanation shifted from them having misspoken to claiming I had misheard, which is misrepresentation. I have had much larger hauls in the past charged at the same one-eighth rate, so the math does not add up. After submitting a complaint through the company website, I received one call back, then left a return message with another employee, but have heard nothing further. This silence raises concern that the issue lies with the drivers and may involve possible fraud within the Seattle franchise. I am requesting a full refund due to the improper quote, shifting explanations, failure to complete the job, and lack of resolution.

  Business Response

  Date: 09/25/2025

  Quoted range for all the items the team assessed was $317-$397 for volume of 1/8th to 1/6th. + $30 electronic waste fee that is assessed anytime we take electronic devices. Due to price concerns the team offered to take priority items. This left the couch out to fit within a reasonable budget. The team closed him out for the 1/8th of a volume ($317) and E waste fee ($30). During our audit it was found this was less than 55 cubic feet and under an 8th load size, $90 refund was processed on 9/17/25 to the correct minimum charge ($227) + e waste fee ($30). ***** was informed of our decision and findings on 9/17/25 siding with him and the price adjustment. 

  Customer Answer

  Date: 10/02/2025

  
  Complaint: 23884279
  
  I am rejecting this response because:
  
  Your response lacks several key details and omits critical context relevant to this dispute.
  
  The primary disagreement regarding pricing stemmed from the inclusion of a dresser in the initial quote, not the exclusion of the sofa, as claimed. The quote I declined was based on the dresser being part of the load, which I made explicitly clear I did not wish to include. The agreement with your team was to remove the sofa, desk, pillows, and boxes. The sofa alone measured approximately 72 inches, and the desk, being 55 inches and open at the bottom, could have easily been stacked atop the sofa, leaving additional space for the vacuum, pillows, and box that were ultimately taken. What was hauled away amounted to a fraction of what would typically constitute even one-eighth of a load. The items removed did not justify the initial charge, and the volume was significantly less than what your own pricing tiers suggest. The explanation provided, that the sofa was left out due to budget concerns, is inaccurate and misleading. The reality is that your crew initially stated they would return for the sofa, left behind your pricing sheet, and then abruptly suggested they could close up quickly. They appeared unusually eager to finalize the transaction and depart. There was almost no record of what was actually taken, and I believe that was intentional. For your reference, I have attached a photo of the pricing sheet that was left on my kitchen counter, along with a photo showing the dresser that was supposed to be excluded from the removal. It is positioned behind the sofa, which clearly should have been taken. The sofa has ample open surface area that could have easily supported the desk, which was smaller in both width and depth. The desk itself has a completely open bottom, which would have allowed for efficient stacking of the very small number of items that were removed. The logic and execution behind what was ultimately taken simply do not hold up under any reasonable scrutiny. I was overcharged and misled. The subsequent $90 refund you processed on September 17, 2025, while appreciated, underscores my point. It indicates an acknowledgment that the original charge was not appropriate. However, the issue here is not merely one of pricing but one of principle and ethical business conduct. I believe the actions of your crew, whether rooted in a lack of training or something more intentional, reflect either a bait-and-switch tactic or a concerning lapse in integrity. After the fact, I informed my former property management company of the situation. They acknowledged that they had encountered similar complaints in the past and advised that, going forward, they now recommend residents simply leave such items behind for management to handle directly, at a significantly lower cost.I intend to pursue this matter further. Businesses that enter private residences must operate with transparency and integrity. Based on my experience, that standard was not met.