ComplaintsforDorm Room Movers LLC

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter is missing two storage bins of her personal property for storage over summer , and the items were missing and the items inside both storage bins are worth over $ *****. They are not trying to help

  

  Business response

  09/17/2024

  Dear *******, 

  We are sorry to hear about your experience. Our team is investigating this matter. When we have an update we will follow up with you. 

  Again, our sincerest apologies. 

  Warm regards, 

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dorm Room movers came and got my sons things so they could store it over the summer break. Approximately two months ago, I found out my son would be living in a different location. That location was approximately 5 to 7 miles away from the campus where his stuff was picked up. At that time, I input the new address into dorm room movers and called them to make sure there was no problem with getting the supplies delivered to the correct address. I was told that as long as it was within a 10 mile radius, it would not be a problem. A couple of days before delivery Im being contacted and told they cannot deliver to that address because its too far away. The contract terms and conditions said they can delivery anywhere in a 10 mile radius. The company denied delivery because they said its 12.4 miles, but that is only because they want to drive away from the address before making a U turn to drive back to the address. I have pictures of several roadways that show the address at 7.4 miles If I simply used a 10 mile radius the two addresses are approximately 5 miles apart. After calling to understand why the company was changing everything last minute I finally asked where the warehouse was so I could pick up my items. They informed me that I had to pick a day because nobody would be available at the warehouses to help me. Every day I picked nobody was available. The company essentially told me that I needed to change my hotel rooms, my airplane tickets, and the dates I could enter into my room to accommodate their problem or changes to their terms and conditions. When I called , they must have provided bad information. After everythings been said and done, I shouldve just throwing all of my stuff in the garbage and purchased new things. Had I known that I was dealing with a company that has such poor practices I would have throwing my things in the garbage and saved my money. Attached is picture evidence to support my story.

  

  Business response

  08/27/2024

  Dear ********************, 

  We are truly sorry for any inconvenience you and ***** experienced. An updated was provided earlier today informing my department that the delivery scheduled for today was completed successfully. We are glad we were able to correct the issue promptly and reunite ***** with his belongings. 

  Again, our sincerest apologies. 

  Warm regards, 

  Customer response

  08/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid for Dorm Room Movers to ship my daughters belongings from ********* NC to Valrico Fl. We chose a shipping time frame (per the website) for August 12 2024-August 16th. We ordered this shipment in mid July! Our boxes have still not shipped as of today, August 21. No one answers when I call and emailed replies say there is a backlog in the warehouse. This is unacceptable. I have had to buy my daughter many supplies since her shipment has not arrived. They have not offered any solution. Shipping info: Soleil ********************** Going to **********

  

  Business response

  08/21/2024

  Dear ***************, 

  My sincerest apologies for the shipping delay you are experiencing. The number we have on file for you is ************. We reached out to this number via text yesterday to let you know that our senior team reached out to the shipping department for an update and mentioned we would follow up today. This morning, we sent a new update to let you know the shipment was ready and scheduled for a *** pickup today. One of our senior team members will reach out to the number provided in your BBB report to ensure you have this information as well. We will be monitoring the shipment and providing an update once *** has collected the packages and the anticipated delivery date. It can take up to 24 hours for the tracking to update on the *** site once the packages are pickup up today. 

  Again, our sincerest apologies for the inconvenience. 

  Warm regards, 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a storage and shipping service through Spaceship ( Dorm Room Movers, LLC) on June 3rd. I completed the shipping information process through the CALL on 17th May. The total amount I paid for my boxes is $358.44. I know that was not a significant amount of money, but the items in the boxes were not cheap, so I bought insurance for each box. Right now, I haven't received my boxes, and I don't know where they are, either. I ask for support, and I get nothing. I only accepted two choices. First, find my boxes and send them to me, or compensate me following the insurance: one box $1500, 4 boxes $6000. Through the call, they promised they would get boxes sent to storage and shipping to my college, and I DO NOT NEED TO BE THERE. I wrote my pickup information in as much detail as I could. Ridiculously, I didn't receive the services that they should provide.

  

  Business response

  08/20/2024

  Dear ****, 

  We are sorry to hear about this inconvenience. Our support manager reviewed the order and noted that the packages in question were never collected by *** from the pickup address provided back in June. Your file was assigned to a senior support specialist who reached out last week but was unable to connect with you. A follow up email was sent as well. Based on the details of the review completed reimbursement cannot be offered since SpaceShip was never in possession of the packages in question. Our recommendation is to reach out to the pickup location to determine if they still have the packages you left with them. SpaceShip is happy to work with you to get the packages collected once confirmation is received. Again, our sincerest apologies for this inconvenience. 

  Warm regards, 

  Customer response

  08/21/2024

  So, why did the company not confirm the order pickup on June 3rd? If the company did not get the boxes, why did the company not inform me that my boxes weren't collected? My school had corporate with Dorm Room Mover. I typed my college shows that spaceships could help me better. So, my location definitely can be collected. Moreover, I request a refund, and I will not give up if my boxes disappear.

  

  Business response

  08/22/2024

  Hello ****, 

  Our team is investigating this matter and working to get the packages collected. Our apologies for the inconvenience. A senior representative was assigned your account and will be reaching out to discuss. 

  Warm regards, 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Per my contractual agreement order number #******, my recurring monthly bill is $145 due on the 8th of each month. On August 8 2024 I was charged a $54 late fee. I called to ask what the charges were for, and after an hour-long conversation, they indicated that my bill was not late and the fee would be waived. I received an email and a text one hour later stating that the late fee would be removed. I checked immediately the same day and the late fee was not removed. I attempted to call but they were closed. I called the following day August 9th, and while inquiring about why the late fee wasn't waived they stated the late fee was removed and put back on. I challenged the representer about that and he said I had 2 late fees for the current month. Also, the late fee that they're charging is an unscrupulous 40% of the bill. I'm asking Better Business Bureau to assist.

  

  Business response

  08/12/2024

  Hello *******, 

  We are sorry to hear you are upset with your billing. Upon review of order #******, it was noted that a refund for the $50 late fee that was applied to your order for the unpaid balance from July was waived on 8/8/2024. As an additional show of good faith, our billing department also refunded the $50 late fee applied to the order in June for the unpaid May balance. We hope this is an acceptable resolution. It can take up to 7 business days for the refunds to appear on your statement. 

  Warm regards, 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After paying for Dorm Room Movers i received an email and text message notification confirming that they had received my payment, and stating that they had assigned me a pick up window between 1:40 PM and 4:40 PM today, as they would be on campus. I received several text message notifications stating that they were two hours away, and then one hour away, and then that I was the next stop for pick up, and should continue to wait at my dorm. I would later learn, that the text messages they sent me were not at all true and that Dorm Room Movers had not communicated with their drivers in all that time. They just kept sending false messages to keep me waiting.By 4:30pm, no one had come and there were only 10 minutes left to the window. Myself, my college student and his belongings were outside on the curb in the rain add the dorm was closing and still no word from Dorm Room Movers. I called repeatedly and left messages on their voicemail and finally reached an agent "****" who told me that despite the text messages they had been sending me all afternoon - saying that they were on their way, and in the vicinity - that no one was coming, and she could not explain why. All told, I spent a consecutive 2 hours and 48 minutes on the phone with Dorm Room Movers. By 7 PM no one had come or provided any assistance. ****, the agent I spoke to when I first called took an hour and a half to agree to even contact her supervisor! ****** the supervisor did not offer any assistance.We live four hours away in ***********, and have two younger daughters back home waiting for us to return so we could stay overnight in the town of ******. Additionally, because we were strung along all afternoon under the guise that Dorm Room Movers were on their way, this removed any opportunity for us to find a last minute alternative or pursue any other avenues to store our belongings. They took our money and literally left us standing in the rain with all our belongings and no options!

  

  Business response

  05/15/2024

  Dear Dr. *****, 

  We are truly sorry for the service disconnect that arose yesterday. Due to unforeseen cancellations in the field, our movers arrived at your pickup location early. The time frame given is an estimate and the team can arrive earlier than expected which is what happened. Unfortunately, due to a technical error, our logistics team did not receive the update from the movers that they had to move on to complete other jobs that were also scheduled. We understand this was a great inconvenience for you. A full refund of the $69.99 was issued immediately as this was only right after the communication breakdown that occurred. We know it is very unlikely, but if you ever find it in your heart to give us another chance, we would like to offer you a credit for future services of $39.99 plus a guaranteed 20% storage. Again, we are sorry and are taking steps to ensure our systems and processes are fully operational. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was given a pick up time frame window of 11:30-2:30 pm on 5/3/2024 for pick up of items to be delivered to a storage facility. I specifically requested an earlier pick up time. I was next told that the pick up was running 1-2 hours behind. At that time, I simply requested to know the location of the storage facility to determine if it would be feasible for me to take the items to storage directly (it was too far). Dorm room movers then cancelled my pick up request and charged me multiple cancellation fees. I was told that the company does that to avoid customers showing up at the storage facility. The help hot line refused to let me know the location of the movers so I could communicate with them directly. When the movers finally showed up (2.5 hours past the 12:30 pick up time they subsequently gave me, the movers could not upload any of the pictures of my items, due to the website crashing/glitching, which delayed me even further. I spoke with a customer service agent on 5/7/24 and they informed me the max ****** they could offer was 25$. I told them I was going to file a complaint with the BBB and they said they were rescinding the offer. They nearly caused me to miss my flight. All customer service agents told me multiple different inconsistent things. I respectfully y request a ****** of 75$ due to all of the errors and extreme inconveniences ( for example part of the delay was due to the fact that the movers could not upload pictures on their website). The day in question was also my birthday.

  

  Business response

  05/08/2024

  Hello *****, 

  We are sorry to hear that your experience with our service was not satisfactory. Upon reviewing the details of the order, we do see where the pickup date of 5/3/2024 was removed in error and then reconfirmed. The cancellation mentioned in your review was not charged to the card on file but waived as this was an agent error. When re-booking the date on the account, the last minute rescheduling fee was waived as well; however, there was a typo in the amount and unfortunately the card on file was charged $5. This amount was refunded yesterday to correct the billing concern and can take up to 7 business days to post back to the card. 

  When signing up for our services, we have a wealth of help articles to assist our customers with planning their move. One of those articles "Should I travel on the same day as my service" *********************************************************************************************************************** explains that we do not recommend traveling on the scheduled service date. The reason we do not recommend scheduling travel plans on the same day as the pickup and/or delivery is because we are unable to predict any unforeseen delays in the field. Many obstacles can arise that are unavoidable and therefore, the time frame given for pickup and/or delivery are only estimated and we ask our customers to be flexibly in the event that a delay occurs. 

  We would like to resolve this matter amicable and at this time, are able to offer a courtesy refund in the amount of $50 for the inconvenience experienced when the service date was accidentally removed from the account and then upon re-booking the card on file was charged $5 due to an audit typo. Please let us know if you would like us to proceed with issuing the $50 refund to the card on file. 

  Warmest regards, 

  Customer response

  05/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used GetSpaceShip, a subsidiary of Dorm Room Movers (which I'll elaborate on shortly), to store two boxes of my belongings over the summer. I've been dealing with them for the past two weeks, and my boxes are still nowhere to be seen! Prior to my arrival, I had scheduled the return shipment of these boxes on August 26th. I received an email on August 28th stating that my 'retrieval is being prepared for shipment from our warehouse on August 28th, 2023.' A week later, with no progress on the shipment, I reached out to GetSpaceShip on September 5th. A representative assured me that the box would be shipped out by the following day at the latest. During our conversation, they also revealed that their system showed only one box registered and not two. I explained that I had the *** receipt confirming the shipment of two boxes to their warehouse. They instructed me to email the receipt to Dorm Room Movers. After emailing them the receipt, they acknowledged finding the second box and told me that they would have to register it in their system before shipping out. Several days passed with no movement on the first box, which had always been in their system. I reached out again and was informed that *** had been unable to collect the first box 'yesterday' (September 8), but it would definitely be shipped out 'today.' I waited a few more days, and there was still no sign of my boxes. Today is September 12 (!), and I have yet to receive either of my boxes. Despite multiple emails and daily phone calls, I keep hearing that the first box will be shipped out 'today.' That promised day never arrives. I am still waiting for the FIRST box to be shipped. This delay has left me without all the essential items. I echoed another person in this threat. These items are vital for my academic success and overall quality of life! I find this lack of transparency and honesty extremely irresponsible and alarming, particularly when the service is advertised as 'worry-free' for students!

  

  Business response

  09/18/2023

  We do apologize for any delay in your retrieval of your SpaceShip boxes. As of this response we can confirm that you have received 1 of the 2 boxes that you requested to ship and the 2nd box is scheduled to ship this week. While retrieval requests can take up to 6 days per our website before they ship, there was a longer than expected delay to the duplication of the labels used to ship the boxes into the warehouse. Considerations have been made and an additional email from our SpaceShip supervisor advising of the status will be sent by end of today,

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stored my college items with Dorm Room Movers over the summer and I scheduled for everything to be shipped back to me the week of August 21st, with an estimated arrival of August 26th at the latest. It is August 29th, and I have still not received my boxes. I have started my college semester without essential items that I needed and expected to have by now: a water filter, a fan (no air conditioning in dorms), extra sets of bedding, school supplies, etc. All of these items are crucial to my academic success and quality of life. I have spoken to Dorm Room Movers on the phone more than three times, and they tell me that their warehouse, which is only a 30 minute drive from my university, is backed up due to delays and a higher number than usual of requests. But the purpose of their service is to help college students move in and out, they have the entire summer to prepare for their busy seasons and should have been able to anticipate a high number of requests. I still don't have any of my stuff. And I wouldn't have any information about it if I hadn't called independently. To me, this lack of competency is outrageous considering the amount of money I spent and also the nature of the service.

  

  Business response

  09/02/2023

  We do apologize that there was a delay in the ship out, but can confirm all items have been received and a courtesy discount has been applied to the account to compensate for the delay.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My scheduled date for delivery was on Saturday, August 26th, with an initial timeslot of 3:25-6:25pm. This slot was pushed back to 6:25-9:25pm without agreement. My movers then ended up calling at 11pm which I obviously could not pick up. The delay was caused 100% on DRM's end, and I reached out multiple times on Sunday and Monday in order to claim a redelivery. The agents I connected with told me that all delivery slots were filled and that I will have to pay for a demand delivery of $300 on future dates. One agent told me she'd be escalating the issue to the management, and that I would have to wait a couple hours for a response back. I called at 9am today, 12pm, and 4pm. I was put on 30-minute holds. Not a single update. I had to explain myself at least five times to different agents. Why should I pay for a rescheduling when the delay was clearly caused by a logistics problem on DRM's end? I am an international student now stranded on campus with nothing on me.

  

  Business response

  09/02/2023

  We do sincerely apologize for the delay you experienced on your delivery date. While longer than usual delays are not anticipated they do occur from time to time and that is why you were notified of the revised delivery expectations, but we apologize again for the inconvenience. At this time, we can see that all of your items were delivered back to you at no additional charges and wish you the best of luck this semester!

*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. ↩