ComplaintsforDolly, Inc

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I hired the company DOLLY to help pick up and move a dresser and 2 night stands that I had purchased.They require payment upfront before the service is completed. As the scheduled timed approached, the dolly driver cancelled my pick up & another driver was assigned. The second driver was a female and the items they were to pick up (listed in the description) was too heavy for them. THEY called me and told me they were unable to complete the dolly move and asked if I could cancel it. I then rescheduled another Dolly after rearranging my day, and the second attempted mover has also cancelled. Yet, I have now been charged twice and when I called dolly support they told me the issue is being reviewed yet there is no one I can speak to in confirming that I shouldnt have been charged not once but twice for a service I still havent received. I want a refund for both Dollys and the furniture delivered for the inconvenience and time this has cost me in my day, from my work and my family.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Was moving from one apartment to another, called DOLLY provided all the necessary information for our move. Was initially told that it would cost $700 and they would send 2 helpers and a cargo van, and was advised they would make as many trips as possible to complete the move. After evaluating all that needed to be moved I called back suggesting they send a box truck, this changed the price to $800. Moving day came the movers did not move all the items from the apartment. Now, based on the time crunch to get out of the old apartment due to the lease ending I am now having to rent a u-haul and move the remaining items myself which was something I was looking to avoid when hiring movers.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a Dolly service on March 8 to swap refrigerators in my basement and main floor. When the helper was assigned and he reached out, I mentioned to him about the service required, he did not site any issue or concern and sounded like he will complete the task at hand. On Mar 11 (day of service) he reached out at 10:50AM (3hrs before the service) saying he will not be able to do the service due to Dolly's policies. I reached out to Dolly immediately and they said they would charge me $64 for the service they never performed. I was not happy with the charges since they did not do any service, yet are charging me the money. They then issued a ticket and escalated and charged me $102.40 after 12PM (within 2 hrs of service). This company is fraudulent and waits until the last minute to charge you 80% of payment for a cancellation. Technically, I shouldn't have been charged since this was cancellation from Dolly's end. No where during the booking window have they mentioned any restrictions on what can or cannot be moved. I called before the 2 hr window to check status, they said they cannot perform the service and initiated cancellation. Since the cancellation is made by the seller, I do not have to pay them any cancellation fee.

  Business response

  03/20/2024

  Hi ********,
  
  Thank you for reaching out and I am terribly sorry to hear about the issues with your service.

  I can see that your charge has already been fully refunded and this issue now appears to be resolved. Please let us know if you need anything else at this time and thank you for your patience.

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Dolly to move 6 items from my house to my garage. They failed to come when promised, 9:30 AM but instead came at 4:30 PM. Not a big deal as I was not in a particular hurry.We were preparing our house for sale and had multiple showings and an open house in just a couple of days.In the process of moving the furniture they managed to knock a 5 inch hole through a wall that I had just had repainted (see photo). In their sales literature they claim "Not only are Dolly Helpers trained to move and handle big and bulky items safely and securely, they're also background-checked and insuredand all Dollys are backed by our Damage Protection program."OK, they screwed up but things happen, I am up against the clock to get this fixed for the showings but they will compensate me for the damage, right? WRONG!!!According to their customer service damage to my home is NOT COVERED, only damage to the items being moved. What happened to the Helpers being "Trained to move and handle big and bulky items SAFELY AND SECURELY"? What would a "reasonable person" assume from that claim or of their statement that "all Dollys are backed by our Damage Protection program"?This is deceptive advertising at best and outright FRAUD at worst.

  Business response

  03/11/2024

  Hi *****,
  
  Thank you for reaching out. Dolly certainly understands how frustrating it can be to have your belongings damaged. However, as stipulated in the Dolly Terms of Service (Dolly.com/terms), Dollys Damage Protection only applies to the goods being transported. It does not protect damage to the environment surrounding the Dolly (e.g. floors, walls, ceiling, etc.).

  My apologies for the inconvenience and let us know if you have any questions.

  
  

  Customer response

  03/11/2024

   
  Complaint: 21411040
  
  I am rejecting this response because:

  The wording of the online form is purposely misleading both regarding the skill of the workers and the coverage of the damage insurance. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Mover intimidated us into accepting fraudulent adjustments more than double the original price. On March 3, 2024, we ordered a move with one flight of stairs for 13 medium boxes, 2 suitcases, and a table. This was $82 for a same day move, and the mover asked to come 3 hours earlier, which I agreed to.When the mover arrived, he said we had a few more boxes than we listed. There was a mix of smaller boxes along with the medium boxes, and I thought 13 medium boxes would be roughly accurate given that pricing in the app did not vary much based on the # of boxes (about $15 more for double the boxes). He said we could adjust it or work something out offline, and I agreed thinking that since it was such a small change that it would be maybe 20 bucks extra. We were also bringing other small items like grocery bags and cleaning supplies (Swiffer, broom, dustpan) to clean the apartment, and he said we could ride along in the van since it was a short drive. At the end, the mover said that the adjustment charges would be $130 dollars more, or $100 if transferred directly to him. I was shocked that the addition of very few items would more than double the price and disputed the calculation. He said he wasn't able to submit the adjustment in the app and would not leave until he was paid. After almost two hours of verbal abuse, he submitted an adjustment. When I went to check the details he berated me saying "what are you looking at? Just hit accept", so I approved. Only later did I see that in addition to 3 extra boxes, he counted every single item, including things that we carried on one hand ourselves, and listed many as medium items which should be 2 hand carry.Dolly support agreed, based on pictures the mover submitted, that the number of medium items was overstated but said that because I accepted the charges they couldn't do anything even if the adjustment is wrong and even if I accepted under coercion. One of the worst experiences I've had with any service, period.

  Business response

  03/11/2024

  Hi *****,

  Thank you for reaching out and I am terribly sorry about your poor experience with Dolly.

  Given the situation, I have applied a $65 refund onto your account which amounts to half of the adjustment total you were charged. Please let me know if you have any questions and we will be happy to assist.

  Customer response

  03/19/2024

  I have received a message from Dolly but the refund has not processed yet.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used Dolly 12/10/23 & again on 02/18/24. 1st experience was ok. On time and courteous but, movers were not prepared with any moving straps, dolly, padding, or wrapping to protect anything. ***** was scratched as they drug my fridge down my basement steps. Next time was the worse. Exact same preparation and If they could have thrown my elliptical down my stairs from the driveway I believe they would have. Again no moving essentials provided and 2 men nothing else. Did bring a little girl tho!! They broke my stair when they dropped my elliptical and I put in a claim. The stair cost $200 to replace but all were damaged. Movers didnt even apologize but sure sent that tip reminder. Dolly quickly refused my claim because they are not responsible for ANY damage to walls, floors, ceilings, any structures or belongings they damage!!! The movers will not do anything to prevent the damage either. I expected experienced and professional movers I got the dudes off the street.

  Business response

  03/20/2024

  Hi *******,
  
  Thank you for reaching out and I am terribly sorry to hear about the issues with your Dolly.
  
  Your claim has now been fully processed and you were awarded a payout of $291 provided via Zelle. Please let us know if you need any further assistance at this time and thank you for your patience.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction 2/17/23 Hired Dolly multiple times to deliver a couch advertised same day delivery with Big Lots. After multiple reschedules and no where with escalating customer service, we still have no couch.

  Business response

  03/20/2024

  Hi ******,
  
  Thank you for reaching out and I am terribly sorry to hear about your issues with Dolly.
  
  After investigation, I can see your order was canceled and has been fully refunded. Let us know if you still require any further assistance at this time.

  Customer response

  03/20/2024

  I had to cancel because no one kept showing up. They had my money held for almost two weeks. I had to call and request the money to be released. They are doing this kind of business all around town and continue to fraudulently misrepresenting by claiming same day deliveries.  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had book a helper the same day at 10am to move my stuff from one location to another for 12-12:30pm. I paid an extra $199 to get a bigger vehicle which is a box truck so all my stuff would fit in the box truck to make one trip. The helper they assigned called me right away to ask questions about how much stuff I had and realized it wasnt going to fit his cargo van but told me he was going to try to make it fit but I didnt agree so I told him I would like to cancel. This all happened under 30 minutes. Dolly emailed me about my cancellation and I replied back telling them what happened and they refused my refund. If you advertise a box truck with a box truck icon and send a cargo van, that is deceiving to customers. Please kindly refund me as I did not use their service due to incorrect vehicle size.

  Business response

  03/11/2024

  Hi Thik,

  Thank you for reaching out and I am terribly sorry to hear about your poor experience with Dolly.

  I can see that you have now been fully refunded for your Dolly order and this issue appears to be fully resolved. Please let us know if you need anything else at this time and we will be happy to assist.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid to have cabinets delivered and assembled and drivers came without the proper tools, assembled cabinets wrong, didn't use all the parts provided to properly assemble cabinets, and damaged property while attempting to assemble

  Business response

  03/11/2024

  Hi *******,

  We are terribly sorry to hear about your poor experience with Dolly.
  
  I can see that your damage claim was fully processed for this job and you were paid out $454.64 via check. Please let us know if we can answer any questions or provide any additional assistance at this time.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a horrible experience with Dolly. We submitted a claim because we paid for a whole apartment move and they moved not even half of our apartment and ditched us in the middle of our move. The items that they did move for us they completely destroyed. They were careless with our possessions. We paid 588 dollars initially for the move, and in the middle they asked if they could add an extra hundred to the cost because they had to use the stairs for something which was a piece of furniture that we have fit into our elevator easily numerous times, but they were insistent on having to use the stairs for it. I have attached our claim submission below. We had to take off extra days of work to remedy our situation. We had to pay additional movers, pay for the **Haul truck. It cost us thousands of dollars because they ditched us in the middle of our move because of lost wages, additional payments, not even including the damages they caused to our belongings. Their customer service team is no help. They have no good resolution. They severely undervalued all of our items.Our move comes with **** dollars of included insurance. They read my claim form and responded that they would give us only 600 dollars for our damages which is far below the damages they caused. They claimed that our items depreciated in value. They ruined our move and destroyed all of our brand new furniture and the best they could do was 600 dollars out of the **** and said that it would take 2 weeks to submit and then 45 days for the payment to go through. That is ridiculous.

  Business response

  02/01/2024

  Hi ******,
  
  Thank you for reaching out and I am terribly sorry to hear about your poor experience with Dolly.
  
  I can see that your damage claim was fully reviewed by a damage claims specialist and the cash value of the damages, which were a mix of cosmetic and functional damages, totaled to $600, which was the amount provided on your claim. Your claim was then escalated and reviewed once again determining the $600 to be valid under Dolly Policy. For this reason, we consider this issue to be fully resolved.
  
  Please let us know if you have any questions or need any further assistance and we will be happy to help.

*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. ↩