ComplaintsforDolly, Inc

• 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.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi BBB,I am writing to file a formal complaint against Dolly **** a company providing moving services. The services were rendered on 11/26/2023, and I am dissatisfied with the overall experience, as it deviated significantly from the agreed-upon terms and conditions.The issues encountered during the moving process include:Unprofessional Conduct: The moving team exhibited unprofessional behavior by complaining about their workload, leaving trash on the property, and making inappropriate requests for food and restroom use.Incomplete Service: The moving team only partially completed the job, moving us out incompletely and barely bringing any boxes to our new apartment. They unexpectedly left without completing the move, leaving us to hire another company to finish the move.Failure to Adhere to Agreed ********** services provided were not in line with the terms and conditions agreed upon during the hiring process.I have attempted to resolve this matter directly with Dolly **** but my concerns have not been adequately addressed. As a result, I am seeking your intervention to facilitate a resolution to this dispute. I believe the Better Business Bureau's involvement will help ensure a fair and impartial evaluation of the situation.Enclosed with this letter, please find copies of relevant documents, including the invoice, receipts, and any correspondence with the merchant.I kindly request that the Better Business Bureau investigate this matter thoroughly and mediate between the parties to reach a fair resolution. Ideally, I am seeking a refund for the inadequate services provided.Thank you for your prompt attention to this complaint. I appreciate your commitment to upholding business standards and protecting consumers.Sincerely,***************************

  Business response

  02/14/2024

  Hi ******,

  Thanks for reaching out and I am terribly sorry to hear about your issue with Dolly service.

  Based on the information you have provided, I am not able to find the order you have described as there are Dolly accounts matching your name, email address, or phone number. Could you please provide the Dolly Number of the order or the email address and phone number that should be associated with this Dolly account?
  
  Once we hear back we will be happy to assist right away. Let us know if you have any questions.

  Customer response

  02/22/2024

  Requested documents.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/14/23 I scheduled a Dolly move of a two items within my home. Carrying one item down the stairs, the movers lost their grip and crashed the item into the wall, knocking a hole into my wall. Dolly is refusing to reimburse me for what they call environmental damage. The item, a table, also cracked. I submitted an estimate of $650 but they are refusing to pay for the damage. It is notable that I have used Dolly many times over the last decade and in the past when the movers have caused damage, Dolly has paid for it. So they have apparently changed their policy without telling me.

  Business response

  01/09/2024

  Hi *******,
  

  I am so sorry to hear you were disappointed with your Dolly, this is certainly not the experience we want you to have with us, and we appreciate you sharing this feedback.
  
  Unfortunately, based on Dolly's damage policy and your choice not to add additional damage protection to your order during booking, we are only able to cover up to $300 of Cargo Damage as detailed in Dolly Terms of Service. Please respond to the email sent by the Dolly Support team requesting additional information if you would like to proceed with your damage claim as we have not received a response at this time.

  Thank you for your patience and please let us know if you need anything else.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Greetings. Sadly I have to write a negative review of this moving app.*** used this app several times over the past two and a half years. Mostly because of how easy it is to use, which is a plus. However I beg you to not use this service and find another legitimate moving company.These folks are scammers. They take advantage of not just the customers, but the helpers, too. The first time I hired Dolly, the movers were over 1 1/2 hours late causing me to miss several important work meetings which cost me significant income. I emailed Dolly about this error, and they were dismissive and only offered me in return 10% off a future Dolly booking. Considering the helpers were 1 1/2 hours late this is unacceptable handling of the situation. This should have been my first red flag.Sadly I continued to use this service. The latest Dolly I hired was in my opinion fraudulent and scammer activity on Dollys part. I booked Helpers to move an Elliptical over two months before the move. I sent the Helper directly a message saying this is a heavy piece of equipment at 330 lb.No one got back to me.On move day, the Helpers showed up and were very kind. Then, all of a sudden without notice, the Helpers and I both received a message the job had been canceled and I had been charged a 100% cancellation fee.When I called Dolly about this, they again were dismissive. They claim that the weight restriction is the customers responsibility, yet no where during the booking process do they mention this weight redirection.Dolly then deleted the evidence of my conversation with the helper where I specified how heavy the item was (a month before booking I specified the exact weight of my item). In my opinion this is the worst business practice Ive known.

  Business response

  12/19/2023

  Hi *********,
  
  I am so sorry to hear you were disappointed with your Dolly, this is certainly not the experience we want you to have with us, and we appreciate you sharing this feedback.
  
  Unfortunately, since Dolly has a strict weight limit of 300 pounds, your order was cancelled and a cancellation fee was applied as detailed in Dolly Terms of Service.
  
  My apologies that we are not able to do more to assist you in this case and please let us know if you have any questions.

  Customer response

  12/19/2023

   
  Complaint: 21003851
  
  I am rejecting this response because:

  Dolly was aware that the equipment was 330 lb and they still confirmed my reservation. It was not until the movers and I showed up that they canceled it and charged us a 100% cancellation fee. 

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

  Business response

  01/25/2024

  Hi *********,
  
  Upon investigation, it can be seen that the item's weight of 330 pounds was not disclosed until the order had already been accepted by the helper and was initially listed incorrectly on the job. Additionally, I can see a chargeback has now been processed for this transaction and we will need to wait until this has been resolved before any further compensation can be awarded.
  
  Thank you for your patience and let us know if you need anything else in the meantime.

  Customer response

  01/25/2024

   
  Complaint: 21003851
  
  I am rejecting this response because:

  As a customer I was not informed anywhere of this weight limit. The job was canceled by Dolly AFTER the movers had already showed up at the job location.

  I did not cancel this job, therefore I should not be subject to the 100% cancellation fee. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 31st 2023 I hire Dolly.com to help with movers to move my property from one home to another at which point services paid for was not rendered or fully completed and in the process I have had my property damaged and left dismantled buy the movers I was also told that my property was insured by the company and what ever was damaged would be replace after my payment was settled in full at which point I was then asked via email to submit the evidence of what was damage Ive done so and I have not been reimburse for all the damages and total loss of my property since I have followed all the protocols to submit my claim. *** reached out several times to the claims department where I was told to file my claim no one has attempted to resolve this matter instead, *** been told via email that my claim is now closed and no one can further assist me after Ive waited months for response *** made several attempts to actually speak with a representative and I would be emailed back saying they are working on it and I have not heard from any one up until this present time instead Im informed my claim is closed when I call by phone .

  Business response

  12/19/2023

  Hi *******,
  
  I am so sorry to hear you were disappointed with your Dolly, this is certainly not the experience we want you to have with us, and we appreciate you sharing this feedback.
  
  After investigating your claim, I can see that we requested for you to submit a damage claim for your order but did not receive the claim within the required 14 day window provided to customers. Since the claim went unreceived, Dolly must consider this situation fully resolved.
  
  Thank you for your patience and please let us know if you have any questions.

  Customer response

  12/19/2023

   
  Complaint: 20987807
  
  I am rejecting this response because:
  I did reach out to this company on several dates and time and even share that the ****** form was not allow the documents to be load while a member from their team advised me to upload the proof of the damage to the email that was give her name was ************************* and she stated she was a Rep from the claims department and someone well be in touch I have the proof. Also it was within the time frame and I paid for service and was not given such and ended up with losses from this moving company and having to pay for additional helper to put my property in the home after paying for their movers. 
  Sincerely,
  
  ***********************************

  Business response

  01/25/2024

  Hi *******,
  
  Thank you for your response.
  
  Given the situation, we would be happy to have you submit a new damage claim and we will review your claim despite the timing of submission if you are able to submit a new claim within 14 days. Please let us know if you have any issues accessing the form or completing the form. Additionally, if there are further issues with the photos feel free to submit the form without the photos and you can provided those later via email.
  
  Let us know if you have any further questions and we will be happy to assist.

  Customer response

  02/01/2024

  I have responded to you via email to let you know nothing has been done my email is ************************ Ive also sent you proof that their ****** app wont allow me to upload and also they responded via email I sent what they said to your email its not resolved 

  Customer response

  02/01/2024

  I have responded to you via email to let you know nothing has been done my email is ************************ Ive also sent you proof that their ****** app wont allow me to upload and also they responded via email I sent what they said to your email its not resolved 

  Customer response

  02/12/2024

  I have done all I can to upload the photos to the company ****** docs also have reduce the size in the photos the proof of photos being uploaded is recent its not going through to load to dollys ****** docs claim system. 

  Business response

  03/11/2024

  Hi *******,

  I can see that you have now been paid out $400 via our damage claims process 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

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Transaction date 11/25/2023.Transaction amount $161.The business was supposed to deliver my furniture from ***`s furniture Salem, *************.They failed to deliver my furniture even after they called me and we spoke so that they can reschedule the delivery between 12:00pm to 6:00 11/25/2023.The business has not tried to resolve the issue because since after the delivery date and time no one has called me from the businiess.The account order tracking number is A0361692.

  Business response

  11/29/2023

  Hi ******,
  
  Thank you for reaching out and I am sorry to hear about the issues with your service.
  
  I can see that your job has now been completed as of 11/28. Given the job completion, it appears your issue is now resolved but please let us know if this is not the case and we will be happy to promptly assist.
  

  Customer response

  11/29/2023

   
  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. Thank you for your assistance. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I scheduled Dolly for moving services on November 12, 2023. The cost was $498 which they debited from my bank immediately. On Nov 14 I reached out to my hired Helper to ensure the truck was the correct size as my last Dolly truck was too small. The Helper was very kind and asked me to change the schedule so he could arrive earlier to wrap my furniture which he said would take at least an hour. I updated the schedule, then he was removed from my job. I was sent an email saying Dolly re-listed my job. I was contacted by two more Helpers simultaneously and one of them said he would do Thursday or 6pm Wednesday and either of those didn't work for me. The other said he was having trouble getting my job and I said I didn't know what I could do to help him get the job. The first helper had a 14 foot truck and said we might need to make 2 trips. The second Helper had a 16 foot truck. The third had an 18ft truck. The first two Helpers would have worked fine. But for some reason, they were both cancelled. The fourth and final person had the smallest truck at 12 feet and was the rudest person I dealt with. I am under immense stress because I am trying to avoid an eviction by moving out today. I scheduled this move in advance and Dolly failed to deliver. I asked for a refund because of what they did just hours before my scheduled move but they say I'm only *********** half. Additionally, they are misleading and falsely advertising their services. The customer service rep told me that 1bd moves come with a 17ft truck. 3 of the Helpers assigned to me had trucks smaller than that. They also force multiple trips onto the customer without our knowledge or consent because they provide smaller trucks than what their system says is standard. I need my money refunded and everyone needs to know about these shady business practices.

  Business response

  11/29/2023

  Hello *******,
   
  After review of your issue, a full refund has now been applied to your order.
   
  Our sincere apologies for the inconvenience and please let us know if you have any questions.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged for a service I did not use and I think others should know because I was not told if I had to cancel the service I would be charged and I did so in plenty of time

  Business response

  11/10/2023

  Hi ***********
  
  I am so sorry to hear you were disappointed with your Dolly, this is certainly not the experience we want you to have with us, and we appreciate you sharing this feedback.
  
  Unfortunately, we will not be able to refund this cancelation fee amount as this fee is compliant with our cancelation policy. Additionally, during the booking process, information is provided regarding the terms of cancelation. In this case, you were charged a 20% fee due to the cancelation of a scheduled job between 24 and 48 hours from the scheduled start time.
  
  Thank you for your patience and please let us know if you have any questions.

*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. ↩