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Business Profile

Moving Companies

Muscled Up Movers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Companies.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/31/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    My deceased mother in laws Victorian sofa was damaged in the move. I was offered two options to make this right, and I chose a 200 dollar refund. I have contacted the company several times to try to get my reimbursement for the damage, and I have yet to receive reimbursement. This has been going on since 8/11/24. I have included some screenshots support the evidence, but I can forward the email thread to you because there is much more correspondence. Thank you.

    Business Response

    Date: 12/31/2024

    Thank you for reaching out to share your concern.

    We are pleased to confirm that this issue was settled last week. If you have not yet received the reimbursement or require further assistance, please do not hesitate to contact us directly so we can ensure this matter is fully resolved to your satisfaction.

    We value your feedback and are committed to continually improving our services. Your experience is important to us, and we are taking steps to enhance our communication and resolution processes.

    Thank you again for allowing us the opportunity to address your concern.

    Customer Answer

    Date: 01/04/2025

     
    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

    Date:12/19/2024

    Type:Order Issues
    Status:
    Answered
    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 hired Muscled Up Movers to move me on 12/06/2024 for the approximate price of $1700 with packing and $1500 with non-packing. He charged $150 deposit for one day move. I took the job with packing. I was told by office employee (****) that if it was going to be more, it would only be a couple hundred dollars more. Sent Zeke pics of everything in the house except for what was in the closet. Well, when Zekes guys got there, he told me that the price had went up to $2200. I said okay and he stated that he needed four guys for the job. I agreed to that. As the day progressed the movers were moving slow and it was already almost midday and no furniture had been placed on truck. His moving guys told me **** should have told me that it would be cheaper to do a two day move. Since I saw how slow things were going I told them that I would do a two day move especially if it was less money. I had to take my car to the shop because it had a leak coming from radiator and I left my youngest daughter in charge who is 36 years old until I got back. Before I got back, she was calling to ask how much had I agreed to pay them. I told her $2200. She said she told the guy in charge of moving that she would like to help out on the moving. She said she spoke to **** and he quoted her a price of $5000. I told her that I would have never agreed to $5000 for a move and I called Zeke right away. I told him that I never agreed to $5000 because I couldnt afford that. He knew that I had just been released from the hospital after a two month stay and he asked what I wanted to do, stop the guys and have them leave. He knew I only had that one day to move and they had no furniture on the truck and had brought in 3 more movers to the job, in which one mover was sitting down watching a movie on his phone while one other had did number 2 in one bathroom and the water was frozen and it could not be flushed. I told them to pack as much as they could because I was going back to a 1 day move. (CROOKS)

    Business Response

    Date: 12/19/2024

    This client has been challenging to work with due to a series of miscommunications and unanticipated changes.

    When our team arrived at the job, they quickly realized there were far more items than the client initially indicated. They also noted that she expected us to pack the entire house on the day of the move, which was not disclosed during the booking process. She explained that her grandchilds illness prevented her from packing as planned, but unfortunately, this created significant last-minute adjustments.

    ****** immediately informed us about the increased workload and the need to pack the entire house. After discussing the best course of action with ******, we decided to send additional crew members to accommodate the situation. We attempted to reach the client multiple times by phone, but the calls went to voicemail. We followed up with a text message urging her to call us as soon as possible.

    Once we connected with her, we explained that the increased scope of work would require additional time and cost. She asked for a cost estimate, and while we couldn't provide an exact figure without being onsite, we gave her a detailed breakdown of potential scenarios based on the time required.

    Later, when we checked in with the team, ******** had joined ****** onsite, and both confirmed that the job would require a second day to complete. We explored whether it would be possible to finish in one day but were advised that it was not feasible. We calculated the revised cost and explained to the client that this increase needed to be discussed further.

    We spoke with the clients daughter on ************ and requested that she have her mother call us immediately. When the client and her daughter eventually called back, they were both upset, with the mother accusing us of dishonesty and mishandling the situation. Despite our efforts to communicate transparently at every step, she alleged that we misled her about costs and claimed the movers suggested it would have been cheaper as a two-day job.

    With all due respect, we were 100% transparent with the customer from the very beginning. All communication, including phone calls, was recorded, and we consistently made it clear that we charge by the hour. We explained multiple times that additional time, items, or complexity would result in additional costs. Over the course of nine separate phone calls, we provided detailed and clear explanations to ensure the customer fully understood the situation.

    We have been moving customers for over 11 years and have successfully completed more than ****** moves. Are we always perfect? No. But the moving industry, like any other, involves complexities and occasional miscommunications, which occur all around the world. What sets us apart is our commitment to transparency, problem-solving, and going the extra mile to make things right.

    Interestingly, the client mentioned a few days after the move that she had to call another company to finish what we didnt complete, and they charged her over $2,000. If the second company also encountered a similar end result, it highlights that the common denominator in this situation is the customer, particularly the sheer volume of items and the complexity involved in carefully moving them.

    We went above and beyond to accommodate this client, including adjusting schedules and providing frequent updates. However, managing this situation required significant time and effort, during which we missed several important sales calls. The client repeatedly called to ask for clarification on information we had already explained multiple times and insisted on involving her daughters for the same discussions.

    While we empathize with the unexpected circumstances she faced, her accusations and lack of clear communication from the start have made this an exceptionally difficult situation to manage.

    Customer Answer

    Date: 12/20/2024

    Muscled Up Movers are liars and crooks. **** was always able to contact me. I miss his call once and that was when he to me the price was $2200 for the job after talking to his guys and I agreed to that price. **** also gave me an estimate for packing and non-packing and said I could let him know which one I  wanted to do. At first the non packing was $1500 and packing was $1700 with the fact of if it costed more that it would only be a couple of hundred dollars more. Plus **** had pictures of the house and the things in it except closet and cabinets. His guys told me it would be cheaper to go to two days and **** confirmed when I asked him. Then the price change when he thought that my daughter was paying half of the move and my daughter is willing to testify to this matter because she thought $5000 was highway robbery.  I also never told them that I had to pay $2000 more to finish moving. I told him with hiring a new crew and truck was less than the $5000 that he was trying to charge me. Also why should I pay for extra workers to watch TV and mess up my bathrooms. They also charged me for a deposit for a two day move and deposit should have only been $150 and I had to dispute it on my credit card. Then the owner told me that I was the first one to complain out of eleven years of services and I found out that they have several complaints and I will never use them again.

    Customer Answer

    Date: 12/20/2024

    Im so disappointed with Muscled Up Movers. I have found them to be liars and thieves. **** only tried to call me once and I missed his called and immediately called him back. Thats when the disputes in prices came about. I would have never agreed to a $5000 price when other companies had quoted cheaper prices than $5000. I never told them that I paid another company $2000 more. I told them with another company finishing up what they were supposed to do for less money than $5000. These guys were so unprofessional but I was still kind enough to give them gratuity of $150 and the company still tried to cheat me out of $150 by charging a deposit twice. ******, the owner, told me that they had been in business for eleven years and had never a complaint but me. I found that was a lie because afterwards I looked them up on BBB and saw numerous complaints. So the company operates on lies and deceit. I will never use them again and will never recommend them to anyone.

    Customer Answer

    Date: 12/23/2024

     
    Complaint: 22705693

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:08/14/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On June 18, 2024 I hired MuscledUpMovers.com to move our household furniture and other stuff from ***************************************** to ***********************************************. The move went well except for 1 piece of furniture that was damaged during the move. We purchased the coffee table about 1 1/2 years ago for $1700. They have offered $350 towards the damage but this is not acceptable. Since we did not claim the furniture to be over $1000 this is they have offered for their responsibility. *** asked for them to pay us $999 for the damage they caused but they refuse to do so.In addition they have been very hard to communicate with. All communication is via email and sometimes a week goes by without a response.

    Customer Answer

    Date: 08/14/2024

    We did not purchase additional insurance for more expensive items.

    They claimed that since we did not they would  not cover items over $1000.  So I suggested that they reimburse us $999 for the damage.  They caused this damage, not us.

     

    Thanks

  • Initial Complaint

    Date:07/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 hired Muscled Up Movers to move my things into my new home. The three movers they sent damaged my furniture, left scrapes and holes in my walls, and broke my tv base. They were aware they broke the tv as they glued it back together while on lunch My move was scheduled between 9-12. They arrived at 9 and went to lunch at 10am. They left their tools at my apartment so I had to go get them just so they could finish moving my items in. After the movers left I noticed the damages to my items and called my scheduler *****. I contacted them the same day and was told to email claims. The claims department said it was associated with the move and no adjustments would be made. I processed a stop payment thru my bank. ***** called and said claims wanted to discuss and I asked him for what he proposed in writing as our previous written communication said nothing would be done. I also followed up again and received no response.The business operating under an automated message offered me a cleaning service which I declined. Then I got a series of messages from Accounting threatening me with jail time and a new bill with almost triple the balance owed. Once I let them know I would report their threats they again stopped responding.Per the agreement I signed they would disassemble as necessary. The dining table clearly didnt fit thru the door and they damaged it when they should have taken it apart. It also said my items would be covered in transport and they were not.

    Business Response

    Date: 04/11/2025

    This file has been reviewed multiple times, and we do have an upcoming court case with this customer in May due to non-payment.

    Per the agreement, claims cannot be made without payment. Additionally, the customer selected Option A, which clearly states that no wrapping or protective measures (such as blankets or shrink wrap) would be used. This option was chosen specifically because the customer was on a strict budget and time was a critical factor.

    From the beginning, the customer instructed our team to move quickly and not worry about taking extra precautions with the furniture. She was fully aware that this approach increased the risk of minor damages and verbally acknowledged that she would assume responsibility for any scratches or marks that might occur as a result. Our team followed her instructions accordingly.

    Regarding the alleged 10:00 a.m. lunch break, our GPS tracking confirms that no such break was taken at that time. As for the mention of a missing tool bag, were unsure where that concern is coming from, as no such issue was reported during or immediately after the move.

    We understand that this may be a frustrating situation for the customer, especially with a legal matter pending. However, based on the documented agreement, signed acknowledgments, and verbal instructions provided by the customer, it seems we acted in good faith and in line with her requests.

    While we always aim to exceed expectations and provide the best possible service, it's disheartening when a teams effort to accommodate a customers budget and time constraints results in a dispute. We remain committed to resolving this professionally, though its unclear at this point what more we can do to satisfy the customer under the circumstances.



    Customer Answer

    Date: 04/14/2025

     
    Complaint: 21994723

    I am rejecting this response **************************************************

  • Initial Complaint

    Date:06/10/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Date of transaction: May 29th 2024 Amount paid to company: $2,145.00 Nature of Dispute: Replacement/refund of two T.V.'s (58 inch and 32 inch) while moving items onto the moving truck.Company declined replacement or refund of T.V.'s due to items already being bubbled wrapped, and unable to inspect items. As a moving company, and the time they take to train their employees, I would hope, they would go over key elements such as bubble wrap is not a guarantee of protection for any fragile items. Why was there no extra protection offered to customer would be the bigger question on hand. The company is also refusing to reimburse or replace due to "option" selected by customer which is a cop-out so the business does not need to be responsible. When I have *********************** (team leader/supervisor) tell me that what he saw, and how those T.V.'s were loaded onto the truck wrong, and certainly not the way he would have loaded them, what does that tell us? You are a moving company, I dont understand how you can not be responsible for damaged items done by the hands of your employees. As much as we paid for the services, the least the company could do is reimburse us for two damaged T.V.'s. Do the customers right instead of corporate greed.

    Business Response

    Date: 06/10/2024

    To Whom It May ****************************** were surprised to receive this claim, as we spoke with the customer during the move and obtained signatures confirming that their televisions were already padded and the power cords stored away. Due to time constraints and hourly charges, the customer requested that the TVs be moved as quickly as possible, agreeing that dismantling and checking them would incur additional time and costs. Attached, please find the customer's signed confirmation.

    Additionally, we find the $2,145 claim amount to be highly questionable. Based on our experience, these televisions typically range in price from $180 to $300 (see attached) . It appears that the customers may be attempting to make an unjustified claim.

    Please review the attached documentation for further details.


  • Initial Complaint

    Date:05/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We hired the company to move our belongings on January 2nd. They broke a expensive rowing machine. They then sent someone to "repair" the machine. He took it apart while it was plugged in and cause sparks and electrical burning at some of the connections. We contacted the manufacturer (Hydrow) to get their input. We were told not to repair, but to replace the machine. The company started saying they would not replace the machine because we didn't get the extra insurance. We were never offered the additional insurance because the docs were not signed until after the damage happened.

    Business Response

    Date: 05/24/2024

    To the BBB,

    We would like to express our gratitude for your intervention in this matter. There was a slight bend in a metal bar during the moving process. We have attached photographs of the damaged bar, as well as documentation showing that we had a local fabrication company repair it. Although the damage was minor, we made the repairs as a courtesy to the customer, as we have done for the past 12 years. We are capable of making professional repairs if the customer does not choose to purchase additional insurance for replacing high-value items. Regrettably, the customer did not purchase this insurance, so we are unable to replace the bar. Nevertheless, we have invested time and resources into the repair, and it is now ready for installation.

    However, the customer's confrontational behavior has created an unpleasant situation for us. As you will see from the attached email correspondence, the customer has been spiteful and aggressive in his communication, which we understand is a result of his frustration. However, there is no justification for belittling or insulting those who are trying to assist him.

    We kindly request your assistance in resolving this matter amicably. We are committed to providing excellent customer service and ensuring the satisfaction of our clients.

    Thank you for your attention to this matter.

     

    To see file and conversations, please click this link

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


    Sincerely,

    Claims Coordinator 

    Customer Answer

    Date: 06/04/2024

     
    Complaint: 21677630

    I am rejecting this response because:  6-3-2024  

     

     I don't deny that I was upset, but if anyone was hostile or belittling I would say that it was them.  Every email I got from them made the same comment about "being committed to an amicable settlement", but would then add snide comments about my wife or I.

    I disagree with their description of the quality of their repair.  Their "repair guy" made multiple trips to our home where it appeared he had done nothing more than beat on the piece with a hammer.

    Lastly, we were never offered the opportunity to identify individual high value pieces that we wanted additional insurance on.  The only discussion of insurance was a general insurance and care.  This we picked the highest plan they offered to try to insure the movers were taking the best care of our belongings. 
    The movers themselves said they  were not properly staffed for our move.  This undoubtedly caused then to move faster and more recklessly than they should have.  As proof by the number of things they broke and I personally repaired to keep the number of claims down.

    I feel that the gross negligence of the staffing after the repeated attempts by my wife and I to make sure there were enough people is directly responsible for all fo the damage to both our belongings and our home.

    If they are refusing to replace the machine that is inoperable, as a direct result of their actions, they should at least refund our money that we paid to recoup some of our losses towards repairs of our home and belongings.

    Sincerely,
    ****** Pettengill 


    Sincerely,

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

    Business Response

    Date: 04/11/2025


    We completely understand the customer's concern and sincerely empathize with the frustration surrounding the damaged item, particularly the sparked wire and dented metal frame caused by the fall.

    As soon as we were made aware, we took immediate steps to make things right. We picked up the item, had the wiring professionally redone, and arranged for it to be welded and fully repaired. The customer chose the repair option, and while we understand how valuable the machine is, no additional insurance coverage was selected for high-value replacement.

    The repair cost came to approximately $175, while a full replacement of the machine would be around $7,000. Because of this, and in line with the terms of our agreement and the policies in place, were unfortunately unable to authorize a full replacement.

    That said, the repaired item is complete and ready to be returned, but the customer has chosen not to accept it at this time.

    Please know that our intention throughout this process has been to act in good faith and find a solution thats fair and respectful to all parties. We truly care about our customers and want them to feel heard and supported, even in difficult situations like this. Were still open to continuing the conversation and working toward a resolution that brings peace of mind.


    Customer Answer

    Date: 04/14/2025

    As has been the case, they are misrepresenting the facts.  They (Muscled Up Movers) have made no attempt to return the parts.  Months ago, after the BBB was included, they sent me an email that stated they would cease any and all direct contact with me and have held to that.  After failing to reply for so long (months in fact), I personally reached out the rowing machine company and purchased a new machine.  I was forced to do this because they would not reply, the machine was broken, and missing parts.  I would also add that the new machine did not cost $7000 as they are trying to imply.  A new machine typically cost $2200.  It can even be less if there is a sale.  

    As I have repeatedly stated, they made no efforts to reach a fair resolution.  They refused to heed the advise of the company that built the machine and when I tried to hold them accountable they ceased all communications.  After months of silence, I assumed (as I expected) they were going to make no effort to offer any reasonable accommodation.  They have, as of yet, failed to take any responsibility for the actions of their employees.  We were never offered the insurance they claim we denied to begin with.

    With all that said, I purchased a new machine out of pocket months ago.  Had they made any REAL efforts to resolve this they would know that by now, but instead it has been MONTHS.  

    I'm fed up with the lies, half truths, and deflections.  Reimburse me for the machine that I purchased while you were radio silent that your employee broke or at the very least just admit that you never intended to fix this to begin with.  It been over a year!  In what universe is that "you working diligently to come to a resolution that benefits both parties"?

    Customer Answer

    Date: 04/14/2025

     
    Complaint: 21677630

    I am rejecting this response because:

    Date Sent: 4/14/2025 2:47:16 PM

    As has been the case, they are misrepresenting the facts.  They (Muscled Up Movers) have made no attempt to return the parts.  Months ago, after the BBB was included, they sent me an email that stated they would cease any and all direct contact with me and have held to that.  After failing to reply for so long (months in fact), I personally reached out the rowing machine company and purchased a new machine.  I was forced to do this because they would not reply, the machine was broken, and missing parts.  I would also add that the new machine did not cost $7000 as they are trying to imply.  A new machine typically cost $2200.  It can even be less if there is a sale.  

    As I have repeatedly stated, they made no efforts to reach a fair resolution.  They refused to heed the advise of the company that built the machine and when I tried to hold them accountable they ceased all communications.  After months of silence, I assumed (as I expected) they were going to make no effort to offer any reasonable accommodation.  They have, as of yet, failed to take any responsibility for the actions of their employees.  We were never offered the insurance they claim we denied to begin with.

    With all that said, I purchased a new machine out of pocket months ago.  Had they made any REAL efforts to resolve this they would know that by now, but instead it has been MONTHS.  

    I'm fed up with the lies, half truths, and deflections.  Reimburse me for the machine that I purchased while you were radio silent that your employee broke or at the very least just admit that you never intended to fix this to begin with.  It been over a year!  In what universe is that "you working diligently to come to a resolution that benefits both parties"?



    Sincerely,

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

  • Initial Complaint

    Date:08/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 HIRED MUSCLED UP MOVERS TO MOVE MY THINGS AND THEY OFFERED A PAYMENT PLAN THROUGH ****** WHO WANTS MORE MONEY. IF ****** WANTS MONEY, THEY NEED TO GET IT FROM MUSCLED UP MOVERS. I WAS RIPPED OFF ON MANY LEVELS. ****S WERE GOUGED IN MY NEW APARTMENT, NO DEDUCTIONS MADE. THEY BROKE MY DVD ********, TOOK THE **** ATTACHMENTS, SCREWS AND BRACKETS FROM OTHER SHELVING THAT COSTS OVER $300, KEPT CHARGING ME MORE UP-FRONT MONEY, MORE MONEY WHEN MOVE WAS COMPLETE. IF I WAS APPROVED ON A PAYMENT PLAN, WHY DID I HAVE TO PAY $300 MORE ON SITE? THEY SPEAK IN CIRCLES AS THEY ROB YOU, NO DEFINITIVE ANSWER. THEY WERE GIVEN PERMISSION TO BREAK DOWN MY **** AND THEY SAID THEY WOULD PUT IT BACK TOGETHER IN THE NEW APARTMENT. THAT WAS A LIE. ONE OF THE THREE MOVERS THREATENED ME, "DO YOU KNOW WHO I AM? I WILL CALL THE ******* I TOLD HIM TO GO AHEAD, I WANT TO TALK TO THE ****** HE DOESN'T SCARE ME - THEY LIED, ARE TRYING TO GET OUT OF WHAT THEY PROMISED TO DO. THEY HAD THE ***** RUNNING IN THE PARKING LOT, HAD THE **** TO TELL ME THEY WANTED MORE IN GRATUITIES. ONE OF THEM DID COME IN AND PUT THE **** BACK TOGETHER. AFTER THREATENING ME, ONLY THEN WOULD THEY FOLLOW THROUGH? LIFE ENDANGERMENT AND ****** ARE UNACCEPTABLE. THAT'S WORTH $1000 ON ITS OWN. MUSCLED UP NEEDS TO PAY ******, NOT ME. THEY PUT BOXES EVERYWHERE THEY FELT LIKE SO NOW I AM STUCK POSTOPERATIVELY WITH LIFTING RESTRICTIONS, UNABLE TO FINISH UNPACKING. THEY OWE ******, NOT ME. I DID NOT GET WHAT I PAID FOR.

    Business Response

    Date: 08/17/2023

    To whom it may concern, 

    We have read the message posted on the BBB website, and we appreciate your effort in reaching out to us. However, we kindly request your assistance in providing additional context for a more effective response. The absence of the customer's name, address, and date of the move has made it challenging for us to accurately comprehend the situation and take appropriate action on a reply. We are eager to address this matter promptly, and we kindly ask for your collaboration in sharing the necessary details to facilitate a comprehensive understanding of the situation at hand. Your cooperation is highly valued, and we look forward to your response.

    Best regards,
    ****************************;

    Business Response

    Date: 08/27/2023


    Dear Better Business Bureau,

    We extend our appreciation for your correspondence. Our interactions with ******** have been numerous, and she is well-informed about the context of her situation. To facilitate a comprehensive understanding of our dialogues with Ms. ********* we have enclosed relevant documentation for your review.

    When ******** engaged our services, she explicitly communicated her financial constraints and opted for a minimalistic approach due to our hourly rate structure. Her preferences were clear, including her choice of protection options for her belongings and her decision to enlist a third party for tasks such as TV installation and fridge disassembly.

    It is important to highlight that, since August 2013, we have successfully served more than ****** satisfied clients. While there seems to be a misunderstanding in this particular case, we have preserved signed agreements outlining the course of action as per ********'s specifications.

    Additionally, we feel it is pertinent to mention that ******** has chosen to accommodate an individual who, contrary to our instructions, has engaged in illicit activities. This, too, is supported by documented email correspondence, which we have attached for your reference.

    We remain committed to upholding the highest standards of professionalism and customer satisfaction. Your attention to this matter is greatly appreciated, and we trust that the enclosed documentation will provide clarity on our interactions with *****************

    Thank you for your time and consideration.

    Sincerely,

    Joseph 

  • Initial Complaint

    Date:06/12/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 hired muscle or movers to move me on Thursday, 8 June. Today is Sunday, June 11 I have contacted both muscled up movers and the claims department and explain to them and sent pictures to them and emails about how the two movers that move me brought me upstairs into my room and showed me that they had broken my whole bedframe, and that it was a rookiemistake because one of them had only been working there for two weeks. they told me that the only thing that ***** is that they will have to repay me out of their paycheck instead of the company repay me well, I am not seeing money to replace my bedframe from the company or the workers even though I keep making emails back-and-forth with them and have done so every single day. the bedframe that they broke they actually was placed by them, and moved into my new home and is still sitting in my bedroom while I sleep on the floor every single night. I want to be reimbursed for the bedframe that was broken. I sent them an email and a picture of the receipt from the company that I broke it from. I have only had this bedframe since April 2022. It has been barely over a year. Making this still is, or actually, I should say was a brand new bed frame. I want a settlement and to be reimbursed for the money that I paid and I also would at least appreciate it if they would contact me and let me know that they are going to do so, I went to school and grew up with the owner of muscle that movers, ****** and I still have not heard anything from him or anybody from the company about giving me my money back so that I may buy a new bedframe to sleep on. I am so irritated and so ****** off. I didnt even know what to do except for next go and *** for the money that I am owed.

    Business Response

    Date: 06/13/2023

    Dear Sir/*****,

    We would like to address a recent issue concerning *******'s submission of a claim to the Better Business Bureau (BBB). While we understand her concerns, we believe that she may have acted prematurely in escalating the matter. Throughout the entire process, we have been diligently working alongside *******, ensuring that every necessary step is taken. It is important to note that not all procedures can be streamlined, as investigations, discussions, and research are often required. In any business, unexpected complications can arise, which is why it is crucial to approach each situation with care and avoid making ***** assumptions.

    Attached to this message, you will find a detailed record of our communication, which clearly demonstrates that the matter has been resolved satisfactorily. The new breed has been successfully recovered, and ****************** has been duly reimbursed.

    We appreciate your understanding and cooperation in this matter.

    Yours sincerely,

    Claims Department

    Customer Answer

    Date: 06/13/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:03/24/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 used muscled up movers on a moving job. I gave them the deposit of $75. They completed the job and they had my cc and the charge didnt go thru. I had them try it again. I have no idea why it didnt go thru. I never heard a word from after about a week had passed. I thought it was paid. They waited for ********************* again at $15/day which I believe to be unlawful. I verified the charge had not went thru on January 19th and I paid them 2 days later. I agreed to $475 which would have compensated them for an about 4 business days of late fees. They charged my card for $1203. I DID NOT authorize that amount. I want this charge reversed immediately!

  • Initial Complaint

    Date:09/08/2022

    Type:Customer Service Issues
    Status:
    Unresolved
    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.
    The movers were decent, we've had better but also had worse. However, I wouldn't trust the company at all. We had a nice/expensive dining room table damaged in the move (long distance). Whatever, things get damaged, to be expected. Luckily, MUM gives you insurance for these things. The team lead went thru the insurance options before the move, I asked what he recommended and went w/ that one. He was very clear that THEY will find someone to fix any items, but b/c it was a long distance move, it may take slightly longer b/c they don't have known contractors there. Cool, totally understood. That's when things went south. The claims department gave us the option of a repairman or a $150 check (insultingly low, but whatever). I asked to have the table repaired, then heard nothing. I finally followed up w/ them, just for them to say that they don't have vendors there so it was on me to find a vendor, get quotes, make the repairs, etc. I don't know anyone here either, nor is this AT ALL how it was explained it would work by THEIR employees. I called a bunch of companies, nobody was willing to fix it because it was too small of a job for them. At this point, I'm just done with the whole thing, just want the super low $150 check and to be done w/ MUM. I email them and tell them that's what I want, and that I wasn't happy with how the whole process has played out based on what I was told, etc. They legit respond by saying they won't pay b/c I might leave them a bad review which would give them a "black eye". Are you kidding me? LOL, what a joke! There's a contract between both parties, you putting in writing that you aren't going to pay because in your eyes it's "not fair" is such a horrible excuse and not how legitimate businesses operate! I also reached out to one of their owners, ****** ********** (****** is the other one), just to tell an owner my experience with the company and the pathetic customer service. Zero response... at all. I sent one final email awhile back j

    Business Response

    Date: 09/09/2022

    Yes we have tried to work with ****, we would be glad to reimburse ****

     See attend communication 

    Customer Answer

    Date: 09/12/2022

    I am rejecting this response because:

    Ha, these guys are a joke. 

    1. They should be finding someone to come and fix the table, as they're contractually obligated to do and based on what was sold to me, that would be done BY MUM, not put on my shoulders to make calls, get quotes, bring it to get fixed, etc.

    2. I emailed one of the co-owners or at least the COO, ******* several weeks ago, directly appealing to him and asking for assistance. Because customer service isn't a priority there, I got ZERO response. (see attachment)

    3. I also emailed several weeks ago to the MUM claims department and just said to send the reimbursement check... weeks later... nothing (see attachment), other than being told previously they wouldn't b/c I might leave a bad review. Again, no idea how customer service or contracts work. It's funny how after you file a formal complaint, people pretend to be operating in good faith.

    So yea, "we'd be glad to reimburse him" appears to be anything but.

    Sincerely,

    • Muscled Up Movers is NOT a BBB Accredited Business.

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