ComplaintsforDorm Room Movers LLC

• Initial Complaint

  08/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are experiencing issues with Dorm Room Movers, who have been unresponsive and are now refusing to allow us to retrieve our boxes on the contract's end date. This would trigger another four months of storage, which we are not interested in signing up for. It feels like they are holding our items hostage. Despite our attempts to arrange an alternate pickup date, they insist on delivering the items in September, which is well past my daughter's dorm move-in date. I have called and waited on hold for a supervisor, but each time I am told that they will call me back. My daughter has also tried twice to retrieve her belongings, but Dorm Room Movers have declined to give her the boxes back, even though this is clearly stated in the contract and within the end date.

  

  Business response

  09/02/2023

  We do apologize that we were unable to approve an earlier warehouse pickup, but as these are based on request and availability they are not guaranteed to be approved. What we did guarantee and ensure is that because you made the request that no additional charges for storage were added and that you are scheduled for the original free delivery date of September 5, 2023 which has been in our calendar since before pickups occurred. Again we apologize we could not accommodate your initial request and best of luck this semester.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It advertised one price which morphed into something entirely different. The charges are insane. I was billed around 188 per month, for 4 months for storing a TV, computer desk chair, Mini Fridge, and 2 boxes of clothes. That is 800 dollars total for summer storage of dorm room stuff. Ugh! Take it from me, just get a storage unit in town and pay the fee. These guys here

  

  Business response

  08/29/2023

  While we strongly believe we have transparent pricing on our website, if any customer feels like they have not been charged correctly based on our per item pricing, they are strongly encouraged to reach out to our **************** team to review their account in case any errors were made. Moreover, the per item pricing, also includes an in-room pickup and delivery by a professional moving company.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased move out service spring 2023 & move in for Fall 2023. Will not honor move in date assigned by school for varsity athletes. Suggests my daughter live for a week without her belongings ? Not acceptable. Falsely advertised services.

  

  Business response

  09/02/2023

   We apologize for the delayed response and that the dates selected working in conjunction with the school and the academic calendar was not a perfect fit for your needs. As such we do offer and did offer alternatives if any of the 5 free delivery dates did not work for you or any other customer for that matter. In the future if volume and needs dictate we can look to offer another earlier date than the ones coordinated with the school for this year. At this time the customer has received all of their items and we wish them a successful academic year.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dorm Movers was supposed to pick up my daughters boxes on May 12th. Pick up was originally scheduled for that day between 2-5. My daughter and I had our return flight scheduled for 10:30 that evening out of *******.At about 4:00, my daughter and I received a text stating that they would be late. We were given a time period of 5-8.At this point my daughter receives a phone call from another student who she has NEVER met before. That student, ***, tells my daughter, ******, that the moving company gave her the phone number, dorm, and suite number so they could coordinate ****** watching her luggage because *** had a flight home to ********. *** was told that ****** was a HIM and that they had spoken with HIM and he agreed. All of this was clearly a lie because she is in fact a female who could not believe that her private information was shared.*** tells ****** that she was told to leave her window open and they would go through there to get her boxes. Besides this being a safety issue to any female suite mates left, she lived on the 4th floor so that was not going to work. Her parents were also told this.At this point, I start making calls and speak to two people who apologize but say they do not know what to do for us.We are able to change our flights and I rented a truck to pick up my daughters boxes and other students as well. I end up staying the night in ********.I share this information with ***** who gives me the information I need to send my receipts for the truck and the additional day of parking at *** that I incurred having to spend the night in ********. We were able to change our flights without an extra charge. ***** also refunds us our original $40 deposit.At this point, I would like to be reimbursed for the truck and parking at ***.I have contacted the company on the following dates and I am always told that the person in charge is out of the office. I do have copies of the emails.-5/25/23 email sent -6/8/23 email sent -6/12/23 email sent

  

  Business response

  10/30/2023

  We sincerely apologized for the delayed response here on BBB. Our company has provided refunds to the account and again sincerely apologize for any inconvenience.

  Customer response

  10/30/2023

  This company reimbursed the reservation amount. Not the money they cost ** in missed flights. It is their fault that we are out that money. They continually lied to us, gave out my daughters PRIVATE information, and have never responded to our emails once they must respond for all of the above. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  May 9, 2023. The company picked up merchandise from my son's dorm at *******************. We had agreed on a price the company. My son added a extra things to be stored. The company did not mention that the price would go up. They then billed my credit card for over $800 dollars for storing the following items for three months. It's impossible to get anyone on the phone to help. When I leave messages, people call me back at odd hours so I miss the call. I try calling back and either can't get through or get put on interminable hold. The company is taking advantage of college kids and then gas lighting the parents.NameBar CodeTierReceivedExpiration Mini Fridge962509LargeMay 9, 2023Sep 9, 2023 DRM Box962507MediumMay 9, 2023Sep 9, 2023 DRM Box962508MediumMay 9, 2023Sep 9, 2023 Individual Plastic Drawers962514MediumMay 9, 2023Sep 9, 2023 Plastic Drawer Unit962511MediumMay 9, 2023Sep 9, 2023 Plastic Drawer Unit962512MediumMay 9, 2023Sep 9, 2023 Lamp962510SmallMay 9, 2023Sep 9, 2023 Computer Monitor962515LargeMay 9, 2023Sep 9, 2023 Shoe Rack962516SmallMay 9, 2023Sep 9, 2023 Plastic Drawer Unit962513MediumMay 9, 2023Sep 9, 2023

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/18/2023, my daughter contracted Dorm Room Movers to store her college possessions over the summer in **************. She arranged for packing supplies to be sent in advance and for a pickup date per the services offered by the company. The company processed her order, charged $39.99 to reserve the storage, promised to send packing materials in advance, and scheduled a pickup on 5/10. There was no more contact until 5/8 when she received an email saying the packing supplies were DELAYED and she needs to find her own boxes: "We are reaching out to you to advise you of a shipping delay for your supply kit. Since your move is within 48 hours, we are recommending that you self-supply your own boxes to be prepared for your pickup as the estimated arrival of your supply kit(s) will be Tuesday, May 9-Wednesday, May 10, 2023." The company's note states there was a delay in shipping on the COMPANY's end, not as a result of something we did or failed to do. 36 hours before pick-up, they say that she has to get her own supplies after she paid them to send supplies. I said it was unacceptable to renege on the paid-for service so close to execution. As they offered no options, I canceled the service from a lack of trust and asked for a refund of the $39.99 due to their failure to perform. They refused and said the order was placed "too late" for the supplies to arrive on time. If this were true, the company was obligated to notify us AT THE **** OF PURCHASE that there was not adequate lead time to fulfill the shipping so we could make other plans. Further, in the nearly 3 weeks from sign-up to May 8, no information about late shipping or their inability to make the deadline was communicated. It is the definition of a bait and switch. Now, that I canceled for failure to perform, the company is trying to charge me a "late cancellation" fee of $35 after the non-performance of its services. The company needs to refund the $39.99 deposit and now the late fee of $35 immediately.

  

  Business response

  09/02/2023

  Apologize for the long awaited response as the requests made here for full refunds were honored and processed.

  Customer response

  09/02/2023

  
  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

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 18, 2023, my daughter contracted Dorm Room Movers to store her college possessions over the summer. She arranged for packing supplies to be sent in advance and for the pick up per the services offered by the company. The company processed her order, charged $39.99 to reserve the storage unit, promised to send her packing materials, and scheduled a pickup for May 10. There was no more contact until May 8 at 3:34 PM when she received an email saying the packing supplies were DELAYED and she needs to find her own boxes:"We are reaching out to you to advise you of a shipping delay for your supply kit. Since your move is within 48 hours, we are recommending that you self-supply your own boxes to be prepared for your pickup as the estimated arrival of your supply kit(s) will be Tuesday, May 9-Wednesday, May 10, 2023."Again, the company's correspondence states that there was a delay in shipping on the COMPANY'S end. It was their failure, 36 hours before the pick-up, when my daughter still has 2 finals take, and these folks say that she has to go get her own packing supplies after she paid them to send supplies.I said it was unacceptable to renege on the paid-for service so close to execution. As they offered no options, I ask for a refund of the $39.99 for their failure to perform the promised services. The representative refused to refund me the deposit attempting to tell me that the order was placed "too late" for the packing supplies to arrive on time. This is a scam. If this were true, the company was obligated to notify ** at the time of purchase that there was not adequate lead time to fulfill the shipping process in advance so we could make other plans. Further, in the three weeks (yes, three weeks) that ensued from sign-up to the assigned delivery date, no information about the late shipping or their inability to make the deadline was communicated to allow ** to make other arrangements.The company needs to refund the $39.99 deposit immediately.

  

  Business response

  05/17/2023

  We apologize for the delay in responding here. It does appear that since the complaint was filed, the refunds have been processed as requested. In addition, to that our CS Director has the Customer representative agent undergo additional training for when refunds are requested by our customers and I apologize again for the poor experience you had when you called. 

  Customer response

  05/17/2023

  
  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

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not receive all of the items I put into storage, and when I filed a complaint it was immediately, and carelessly, dismissed without any effort to contact me and ask further questions. I now have no other option to resolve this issue, nor can I write a review about it.

  

  Business response

  10/07/2022

  After reviewing the account, it appears that all items that were originally bar coded and assigned to the account were delivered and signed for at the time of delivery. Therefore that was the reason the claim was denied after the Claims team did their due diligence and emailed the denial. After emailing the denial, we had not heard back up until now, but we would be happy to re-open the claim one more time if you would like to email us back for another consideration.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  - Date of transaction: 6/1/22-9/21/22 - Amount paid to business: $563.69 (including $100 partial refund)- Business committed to provide: full-service moving, storage, and shipping service for college students on- and off-campus. Free coverage of up to $100 per item and ensured safety and security for belongings.- Nature of dispute: The amount I was refunded does not properly cover the inconvenience I was caused by the business nor does it cover the damages to my items. The business did not arrive during my set delivery window due to an "emergency." I spent over 2 hours during my delivery window communicating with customer service trying to get them to provide me with a workaround however the only resolution they could provide was in having another team delivery my belongings late in the following day. I explained to the business that this was unacceptable as I had two personal helpers fly down to help me ****** and settle in and that they would be leaving before the new delivery date. The business only offered apologies and I told them I could only accept the new delivery date if I were to receive substantial financial compensation. I had to speak with multiple managers and supervisors regarding compensation and I was told I could either accept a partial refund of $100 or nothing; I accepted the refund although this amount was less than 1/6 of my total at the time and did not cover the amount that was spent on plane tickets for my two helpers. I also filed an insurance claim for three damaged items (totaling approximately $125) that was promptly denied due to fine print in their damages policy which provides little to no coverage.- Whether or not business has tried to resolve problem: Yes, to an unsatisfactory degree. The business rescheduled my delivery date and, upon multiple follow *** from my end, issued a partial refund. They resolved my insurance claims with no compensation.- Order number: #******

  

  Business response

  10/05/2022

  **********,

  Thank you for your feedback and again I do apologize that there was a logistical emergency that caused a delay in your delivery. This type of occurrence is extremely rare, but can unfortunately happen and the refund you were provided in the amount of $100 was above and beyond our Terms and Conditions as we do value your time as our client. In regards to the claim, while I do standby the decision of the claims department based on our Terms and Conditions, we will reopen and process as an additional courtesy for the delivery experience inconvenience. Thank you again for your business and have a great academic year!

  Customer response

  10/05/2022

  
  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,
  
  Darryelle ***
  
   
  

• Initial Complaint

  09/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We dispute the charge posted on Thursday, September 1, 2022 for failure to deliver goods and services per contractual obligations.Dorm Movers, **** (DM) did not fulfill their contractual obligation to deliver stored items at no cost. On Tuesday, May 17, 2022, we scheduled a delivery appointment for Monday, August 29, 2022. DM confirmed that items would be delivered at no cost between the hours of 2:46 PM and 5:45 Eastern Daylight Time (ETD).On Monday, August 29, 2022, DM called us from an unknown number and we missed the call. We promptly called back at least 30 times over a 15-minute period. We also responded promptly to the text message from DM that we were available and waiting for the delivery. We continued to call and text DM for several hours between 2:30 PM and 4:30 PM ETD but DM never replied to any of our attempts to contact them. Finally, at 5:00 PM ETD, DM responded by phone that they would not deliver our items, even though the delivery window was still open and regardless of the numerous attempts to contact DM that we were indeed available at the address to accept delivery of our stored items.When we attempted to reschedule the delivery, we were told that it would cost us $299.99 since we allegedly were not at the delivery address at the time. We attempted to resolve the failed delivery for several days with DM but they would not compromise or deliver our stored items at no cost per our contractual agreement. We provided evidence that we were at the delivery address at the agreed upon time and that they canceled the delivery even though the delivery window was still valid.DM held our items in lieu of payment forcing us to pay for delivery even though we firmly believed that DM failed to deliver our items at the agreed upon time therefore breaching our agreement.My last communication with DM was by text on Friday, September 2, *********************************************** shortly.

  

  Business response

  10/05/2022

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

  While it does appear that we tried calling you on the original day of delivery, I also do see the calls you made to try and reconnect on the day. I am sorry that we were not able to connect and delivery back on the original day and will further investigate where the breakdown occurred. As such, we will go ahead and refund the $299.99 fee that was charged on September 1, 2022 as requested. Thank you again for your business and have a great academic year! 

  Customer response

  10/05/2022

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

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