ComplaintsforEstablished Moving & Storage of Seattle Inc.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Established for my move on May 28th. I was quoted that the arrival time of the movers would be between 9a and 10a. They had not arrived at 10:15am, and nobody had contacted me, so I got in touch with their customer service and was only then told that there were delays. I was not given an estimated arrival time at that point. The movers did not arrive until 2:30p, over 4 hours after my quoted time. At the end of the move, and when I spoke to the manager to confirm everything was completed to my satisfaction, I did not request a discount on my **** because I thought, well, things happen. However, in the past month after my move, Ive noticed that I am missing some clothes from my move. At first I thought I had just misplaced a couple of items, but then in going through my wardrobe to switch out seasonal items, as it is now summer, I am realizing that in fact one of the bags of my clothes did not make it off the truck. I called the business and my first question was whether they maybe recovered my lost bag? The person I spoke to said no, it was too far past my move date, and then proceeded to cut me off and say very rudely that I just need to buy new stuff. I then asked if there was anything he could do to help me, any compensation I could receive, and he was very rude and would not help me. I reached out via email to the company about this issue and how I was treated, and they did not respond to me. I think between the issue of being over 4 hours delayed on my move, as well as losing one of my bags of items, I deserve some sort of compensation or partial refund on what I paid.

  Business response

  07/18/2022

  I have resolved ******* claim in her personal emails. Thanks

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My desk was broken during the move. The movers reported the issue and I also spoke with a rep at the company and reported the desk. I submitted photos right away per their request. About a week or so later from the move my neighbor pointed out damage to the outside ceiling of the connected townhomes from the move. I reported this by email and sent photos. I didnt hear anything back from the company for a couple weeks. I called and finally connected with one of the owners who told me to call back the following week if I didnt receive follow up. I ended up having to call and email the next week and didnt receive a response. I let them know I would be filing an official complaint by email. I received a second call from another owner who told me to submit a claim form. I submitted the claim form and still have not received a response. They provide the worst customer service and their lack of follow through is disappointing. They owe a reimbursement for damages and are not paying it.

  Customer response

  07/14/2022

  Our full address is ************************************************************ 98034 

  Business response

  07/28/2022

  Established Moving and storage has responded and offered the customer a resolution in compensation as of 7/28/22

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  May 1, 2022 I hired Established Moving and Storage located in ***** *******. They send 2 workers to ************ was excellent at what he was doing wrapping everything up & doing very little talking, only to get direction. The other worker named ********, was erratic, extremely talkative & did very little work. Was very jittery and gave the appearance of either too much caffeine or drugs. He lifted 2 mirrored end tables of mine separately and didnt wrap them but brought them down the stairs uncover nor were they taped. Draws slide open hit the walls and when he sat them down on the floor we all heard it crack. He said he was sorry and I should take a picture. Which I did. With the glass on the floor from the mirror cracking. After that I was extremely upset and called the company and asked them to replace the worker, which they did. Then every thing was completed without any other incident. I called about the damage claim and was told I had to fill out paper work and get it notarized and email the complaint to someone by the name of *********************************. I have yet to get a response or resolution. I cant repaid the mirrored end tables. I have to buy new ones. They were purchased at ****** each plus tax I requested at least $100 each so that I may purchase new ones. Ive sent 3 emails and made 2 phone calls. Was told Id get a response soon because they were backed up with work. I move May 1st its almost June. No resolution.

  Business response

  07/18/2022

  I have sent ******* an offer letter to his personal email.

  Customer response

  07/18/2022

   
  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,
  
  *******************************

  Customer response

  07/22/2022

  To whom it may concern, 
  
  I received a settlement offer in my dispute and once I accepted it, I havent heard from the business in over a week to collect the settlement. Ive called ***** times no returned called. My case had been closed as resolved but it hasnt been resolved. 
  Please advise on how to proceed.
  

  Business response

  07/28/2022

  A release for the agreed payment has been sent. 

  Customer response

  08/05/2022

   
  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,
  
  *******************************

  Customer response

  08/18/2022

  Ive been offered a settlement 2 times by this moving company & each time I accept the offer and close out the dispute this company never sends the money promised. I called and emailed several times, ******** always tells me how busy they are or some thing happened to cause a delay. Its like clockwork. I move in **** Its almost September and its still not resolved. 

  Business response

  08/23/2022

  ******* is pending payment for settlement. 

  Customer response

  08/23/2022

   
  Complaint: 17245308
  
  I am rejecting this response because: Ive been promised a payment for months. I moved in May, made my request for payment in May, but didnt get a response until I filed a claim with the BBB. Then after settling, and accepting the offer & signing the agreement a month ago; and promised itll be mailed out every time by ********..I never receive it. Its almost September. Theres an excuse of how busy they are every time I call.  It take 2-3 business days to mail anything in ******** from city to city. Please do not close out my case until I have received payment and it has cleared. Please insist this is resolved with the next 2 days. Its very careless and unprofessional how this is being handled. 
  
  Sincerely,
  
  *******************************

  Business response

  08/27/2022

  We have received the release as of 7/29/22 and have been behind in payment in the full amount requested from *******************************. As we agreed to the number that ******* asked for we do ask for a bit more time to complete payment and will ensure it gets delivered within the next 14 days. 

  Customer response

  09/06/2022

   
  Complaint: 17245308
  
  I am rejecting this response because: its been a month and now Im getting more delay tactics. 14 days to mail a check. Why? The offer was made by ******** and signed over a month ago. Please set a time limit on the resolution. Thank you. 
  
  Sincerely,
  
  *******************************

  Business response

  11/10/2022

  I need the settlement offer that was signed. I do not have it. Please send to ******************************************************* ******** who was managing claims at the time this matter was being resolved is no longer with the company. Please send me settlement offer so we can process. 

  Customer response

  11/14/2022

   
  Complaint: 17245308
  
  I am rejecting this response because: I emailed the signed settlement agreement to the enclosed email from the business & to the BBB. IVE BEEN PROMISED IT WOILD BE RESOLVED SINCE JULY, its now November. Once I receive payment confirmation I will accept the offer and close this case. I included by account (Zelle) information on said form. 
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired these movers thinking They would be professionals but it seems this company just hires anybody. They were scheduled to show up at my apartment to pack between ****am i had to call them to ask for the **** One truck showed up at 10:30. The other truck didnt arrive until 12:30 at the storage. The workers communicated with me that the company didnt communicate with them everything needed to do including packing so they were not prepared. Once done for the day in florida they finished and told me they would be leaving for first thing in the morning to GA at 8am with an *** between 5-7. 5 oclock comes around, no communication with the company about where the drivers are. The driver doesnt contact me until 7pm stating that the *** will be 950pm. Around 9:50pm he calls again and says it will be longer. They arrive around 10:30pm. Once they arrived hours after the ***, they begin unloading. The owner calls and says he needs payment before they can finish. We get into an argument, he calls Forsyth county police. I state to him that i would like to pay the other half after everything is off the truck. They kept telling me no and the owner kept threatening to leave with my belongings and kept saying hes going to charge me more and more. After about an hour they unloaded. Got done at 2:30ish. My 82inch ********** completely damaged. I would like to be fully reimbursed for my tv. My time was completely wasted and the police was called and the owner kept threatening me to leave with my belongings and charge more.

  Business response

  04/10/2022

  We are currently in the middle of the claims process with **************.

   

  Thanks

  Customer response

  04/16/2022

   
  Complaint: 16985487
  
  I am rejecting this response because:
  They emailed me saying it would get resolved earlier in the week and it still hasnt 
  Sincerely,
  
  *******************

  Business response

  04/27/2022

  Hello,

  ******************* will be settled by the end of the week. The claims process can take up to 30 days as mentioned on the claims form. We are working diligently on settling his claim. 

  Thanks,

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a move scheduled with this company for September 11, 2021. I gave them a deposit of $258.00 on July 1, 2021. When the movers arrived they were unable to complete my move. I understand the reason behind it, but I was told over the phone by Logan, the coordinator, that I would receive a refund of my deposit. I have not yet received the refund and the company is not responding to any of my requests regarding the refund.

  Business response

  09/17/2021

  We sincerely apologize and thought we had issued the refund. I just processed the refund now, it should show up on the customer's account within 1-3 business days.

  Customer response

  09/17/2021

   
  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 help and quick response.

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

• Initial Complaint

  08/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In late July I contracted Established moving to move my apartment on August 7 with their arrival between 12:00 and 14:00. A deposit was charged to my card. On August 6 we confirmed the move. On august 7th I contacted them at 14:00 and they said they had the appointment down for between 12:00 and 15:00, but they were running late and would arrive at 16:00 at the latest. Starting at 16:10 I tried contacting them on all of their listed numbers and leaving voicemails, but they did not answer or return my calls. Business has not reached out to me to reschedule move.

  Business response

  08/12/2021

  It Looks as though we completed the job on the 10th. Please correct me if im wrong.

  Thanks,

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If you want terrible service, not professional at all and with lots of damages to your furniture and walls and items then this company is for you!!! We hired them to do a long distance move from Jacksonville Fl. to Fayetteville Ar. to begin with they was a hour late starting the move. The loaders started working right away but they only wrapped a few items and not real good at those. They damaged all 4 of our tv's ranging from 32" to 55" tv's was not even covered or wrapped in shipment. 1 year old refrigerator with scratches all down the front and dents in the side of it. Washer and dryer done the same way and with damage to walls while taking them out. We have a huge marble top kitchen table that wasn't wrapped and had big chunks taken out of it. Sofa and lazy boy recliner torn and ripped. They just done a all around professional job for us!!! Here is examples of some of the damages and now I can't even get the owner to discuss this with me and stuff still sitting in storage.

  Business response

  07/28/2021

  ***** ****** has been settled directly with our company and is awaiting a reimbursement. Thanks,

*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. ↩