Complaints

This profile includes complaints for Smart Move Moving and Storage LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smart Move Moving and Storage LLC

  3214 Tres Nogales Tucson Tucson, AZ 85705

  
• 

  Smart Move Moving and Storage LLC

  3580 W Ina Rd Tucson, AZ 85741-2276

  

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.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  October 13th smart movers moved us from 2 bedroom these 2 guys were very nice but slow i left my husband there with them and came back almost 4 hours later to find hardly anything was in the truck I've had other moving companies in the past that moved same stuff in almost half the time. At new house they just threw stuff broken picture frames TV console middle shelf missing I'm sure they probably broke it left brand new electric bike outside when we said 3 times put in garage basket swing missing connect parts part is in garage they put basket in living room same thing asked to put on patio broke wheels off our 450$ BBQ they were trying to push it through the gravel so now it's broke didn't put all the inner bed frame together left pieces at old place now bed has to be broken down we paid alot of money to get a half done careless job were disabled and the fact of a company that has less then customer service is appalling, not professional both movers were smoking Marijuana wax from a pen actually showed us it wanted to us out outlet to charge it Guess that's why they were slow , I reported it to owner who didn't really care thank goodness I left my cut glass for my daughter and husband to move

  

  Business Response

  Date: 10/29/2024

  Thank you for the opportunity to address this customer’s concerns. We aim to provide reliable and professional service, and we’re sorry to hear that her experience fell short of her expectations. We would like to share some additional context to clarify what took place during this move.
  Time and Efficiency: The move required a longer-than-usual walk from the customer’s residence to the truck, which added to the overall time needed. The customer was also not onsite for part of the move, which affected coordination. Additionally, she instructed our movers to leave some items behind to stay within her budget and was, at times, argumentative. To help with her cost concerns, she asked the team to speed up, which impacted the overall efficiency and thoroughness of the process.
  Handling and Placement of Items: We understand her frustration regarding some item placements and reported damage. Under the time pressures and with the changes to the item list, our team did their best to balance speed with care.
  Conduct of Movers: We take any concerns about professionalism very seriously. Following this feedback, we have taken measures with our team to reinforce our standards of conduct and customer service.
  While we regret that this move did not meet her expectations, our movers worked to follow her instructions and complete the move within the requested timeframe and budget considerations. We appreciate the BBB giving us the opportunity to clarify this situation.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 April 26th, 2024, we hired Smart Move to move our belongings. We paid Smart Move to shrink wrap all of our artwork. The moving crew only wrapped one side of the two largest picture frames and subsequently the exposed sides were damaged quite badly. I have attached pictures. I have received quotes from two frame shops to have the frames replaced. I have attached these. I tried to dispute the charge to my credit card for the amount required to replace the two frames. I lost the dispute because I accepted my belongings and paid the moving company before I could inspect for any damage, it apparently does not matter that the moving company won't take your stuff off the truck until they are paid, making it impossible to notate any damage beforehand. I spoke with Robert at Smart Move as soon as I noticed the damage and he sent me an insurance claim form, so far I have heard nothing back, I left a message for Damian at that time as well and he never returned my call. The insurance coverage is by weight and not based on the value of the item. In any event, I would be lucky to get $20.00 from the insurance company to compensate for $1500.00 worth of damage. This is particularly frustrating because I paid extra to have all the artwork wrapped and the crew failed to do what I asked.

  

  Business Response

  Date: 06/26/2024

  The moving service “AS DESCRIBED TO THE CUSTOMER” was to provide packing and moving services, which was agreed to in writing by the customer. My company performed these services on 4/26/2024 and 4/27/2024, as evidenced by the itemized bills of ladings signed by the customer on both days of the move. As mentioned in your response, the canvases were packed but were still damaged, which is also proof that we performed the packing services that was agreed to. The damage to the canvases would be covered by the standard valuation included in the move.
  My company took the utmost care of the customers’ belongings, as evidenced by the fact that we completed the entire move with only two canvases damaged. While we always strive for a perfect move, unfortunately, things do sometimes get damaged. This is why we include a standard valuation at no charge for every customer and notify them of this valuation and the option of taking additional insurance through an outside company if they feel they need additional coverage.
  The customer was sent the contract for the move on 3/30/2024, almost one month before the move was to occur. On 4/1/2024, the customer signed the contract and its terms. The customer had more than enough time to review the contract and ask questions about anything that was not clear. The standard valuation is detailed in the contract and requires an additional signature, which the customer signed.
  The signed documents are valid, and proof of the standard valuation included in the move and the customer’s agreement to that standard valuation. The customer was presented and signed the contract before the service was rendered on both days. Under Valuation on the first page of the bill of lading it specifically states THE AGREED OR DECLARED VALUE OF THE PROPERTY IS HERBY SPECIFICALLY STATED BY THE CUSTOMER (SHIPPER) AND CONFIRMED BY THEIR SIGNATURE HEREON TO BE NOT EXCEEDING 60 CENTS PER POUND PER ARTICLE.
  The customer was sent a claims form, but as of today, the customer has not submitted the completed claims form. To process the customer's claim, a completed claims form must be submitted. We are willing to complete the claims process for the customer at the agreed-upon standard valuation.
  In closing my company provided the services agreed to in the contract and both bills of lading. The standard valuation is the valuation agreed to and is the coverage that should be applied to any item damaged during the move.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Our move was confirmed to be 01/21 at noon. Quoted $700 (only 2 adults, who relocated to AZ a year prior, not even moving out of the zip code- not much stuff). At 3pm no call and no show from Damian. We had to call him, he asked if we could reschedule to the next day for a discount, we were unable to. At 6pm, did not hear from him, called again, said we HAD to reschedule for the next day but would give us a "good" discount. At this point I had to call into work. He said they would arrive at 8am the next morning. At 9am, no call and no show, had to call Damian again who contacted dispatch but never called us back. They arrived at 10am. I would have been able to work a few hours if Damian had been honest with me about the arrival time. Movers packed everything but all items were held in truck until we paid $1,500 (double the quote) and our "discount" was $100 off, not even 10%. Upon unpacking, several items were destroyed, therefore I filed a claim. He offered less than $150 on almost $1,000 worth of damage because the contract states they will pay $0.60 for ever 1-lb of damage. Here is a direct example from a recent review "So you can have an expensive work of art that is worth $300 dollars like I did and get reimbursed 60 cents per pound! Damaged items should be replaced!" To emphasize how deceitful they are, they attempt to have you sign a paper bribing you that if you accept the claim, you cannot post anything negative about the company Due to their rescheduling and refusal of reasonable compensation, I looked into small claims court. Per the contract, you literally sign away your rights and agree to utilize an arbitrator, an intentionally undermining contingency because the cost of the arbitrator is basically the price of what you paid for the move if not more. This review echoes the other complaints here on BBB. I anticipate the response to this will only support the fact that this family business lacks professionalism, and are intentionally deceptive.

  

  Business Response

  Date: 07/08/2023

  Tell us why here...We hope this message finds you well. We are writing to address the concerns raised by our customer in their recent complaint to the Better Business Bureau (BBB). We appreciate the opportunity to explain the circumstances surrounding this matter, and it is our intention to provide full transparency and clarity on the issue.
  Our policy regarding afternoon moves, which are scheduled to begin anytime after 12 noon, depends on the completion of our morning jobs. This policy was clearly communicated to the customer during the confirmation call. Given the variability in when morning moves finish, we cannot provide a specific time for afternoon appointments. We offer a one-hour call-ahead notice once the morning jobs are completed.
  For this particular move, we provided a three-person crew at an hourly rate of $179. The customer was informed that our charges are calculated from the start of the move to its conclusion, with an added hour for travel, a 10% fuel surcharge, and any material costs incurred during the move. Rather than providing an exact quote, we provide these details to ensure transparency and fairness in our pricing.
  Unfortunately, on the day of the move, our morning commitments extended longer than anticipated, which delayed the start of the afternoon move. Aware that this could potentially inconvenience the customer's evening, we suggested rescheduling to the following morning.
  By 6pm, it was clear that by the time a crew could complete their current job, it would be late evening. Adhering to regulations that limit working hours for the safety of our team and community, our drivers are not permitted to work past 9pm. As a result, we rescheduled the move to the next morning and applied a 10% discount to the total cost as an expression of our regret for the inconvenience.
  The following morning's arrival time was determined based on the completion of the previous day's move and in compliance with regulations requiring drivers to have a minimum of 10 consecutive hours off duty. The start time was within the initial timeframe communicated to the customer.
  It is our company policy to collect charges for the move before the truck is unloaded, a practice that the customer had agreed to in writing. The total discount applied was $129.77, which is 10% of the move's cost, as was communicated during the rescheduling conversation.
  With regards to insurance coverage, our standard valuation, included in our hourly rate, is clearly documented twice on the bill of lading which the customer signed. It should be noted that this valuation does not equate to replacement level insurance, a fact explained in the bill of lading and contract terms and conditions.
  We regret any inconvenience caused to the customer due to these unforeseen circumstances. Our company is committed to providing high-quality, professional moving services and we appreciate the opportunity to clarify these matters.
  Thank you for your understanding and support as we strive to improve our services based on valuable customer feedback.

  Customer Answer

  Date: 07/14/2023

  "...begin anytime after 12 noon, depends on the completion of our morning jobs. This policy was clearly communicated to the customer during the confirmation call" This is a lie. They called and Damian himself said to expect them at noon and to ensure that time still worked for us. He did not even have the decency to update us, we had to call him at 3:30pm to see what was going on.

  "Unfortunately, on the day of the move, our morning commitments extended longer than anticipated, which delayed the start of the afternoon move. Aware that this could potentially inconvenience the customer's evening, we suggested rescheduling to the following morning." Again, we were only updated by our own initiative of calling. We informed Damian at this time that we could not R/S as I would have to call off work and my husband was beginning the fire academy.

  The movers were 2.5 hours late the next morning which was the first move of the day, Damian again did not let us know. We called him, he said he would speak to dispatch and call us back, to which he also did not return our call, we had to call him again. The movers then informed us accidentally that they were never told to be at our house at 8am that morning. The overs said there may have been confusion because Damian lives in Tucson and our move was in East Valley. Regardless, we were told the movers would be present at 8am.

  "As a result, we rescheduled the move to the next morning and applied a 10% discount to the total cost as an expression of our regret for the inconvenience." Another lie, there was no information of what the discount would be, it was a vague statement of "A very good discount for the inconvenience."

  "With regards to insurance coverage, our standard valuation, included in our hourly rate, is clearly documented twice on the bill of lading which the customer signed." I don't disagree that it is indeed in writing, but it is very clearly taking advantage of customers that demonstrates a lack of accountability on the companies part.

  "Our company is committed to providing high-quality, professional moving services and we appreciate the opportunity to clarify these matters." Given the lack of communication, destruction of property, cause of loss of wages, a contract stating you cannot even take them to small claims court, there is absolutely no evidence of high-quality services.
  

  Again, even taking a glance at customer reviews on BBB/google/yelp you can see that these are repeating concerns and a clear pattern of poor ethics and lack of values.

  

  Business Response

  Date: 07/14/2023

  "I want to clarify that every phone call made through my office is meticulously recorded. This allows us to provide the recording as evidence, which can confirm that during our conversation, I expressly stated that our movers' arrival would be any time after noon, once their morning commitments were finished."
  "During this discussion, the customer affirmed that this schedule was acceptable, indicating they had the whole day open."
  "As per our protocol, a follow-up call to alert the customer about the completion of our morning tasks was not made. This is simply because those tasks were still ongoing at that point."
  "In regard to our operations, I manage two distinct moving companies, one situated in Tucson, AZ, and another in Tempe, AZ."
  "The customer was duly informed about our estimated arrival window, which was between 8 am and 10 am. I would like to emphasize that our movers arrived within this agreed-upon window, specifically at 9:45 am."
  "I believe a 10% discount of the overall move is a good discount. I don’t know how that can be perceived as a lie the customer was told she would get a discount and a discount was applied."
  "It's essential to highlight that the promised discount was indeed applied, as agreed upon. Any perception of this as a falsehood is incorrect; the customer was made aware of the discount, and we fulfilled this promise."
  "Regarding our standard valuation included in the move cost, it aligns with the common industry practices. The customer was informed about this term during our negotiations. If this term was not agreeable, they were free to engage the services of another moving company."
  "I would like to put our services into perspective. Annually, we complete hundreds of moves. A handful of negative reviews cannot and should not be viewed as a comprehensive evaluation of our ethical standing or service quality."
  "For a well-rounded assessment, it's important to consider our hundreds of positive 5-star reviews. These reviews bear testament to our commitment to quality service."
  "Lastly, in light of the customer's inaccurate claim about the confirmation call, I feel compelled to point out that we have a recording which directly contradicts this assertion. This situation unfortunately calls into question the customer's integrity and values, rather than reflecting on our operations or conduct."

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Transaction Date: 3/24/2023 Paid: $2299.10 Two-man crew fee: $131.00 Three-man crew fee: $179.00 Mover stole property, got drunk, didn't finish job. Movers broke 2 items, (Bed frame & desk) Summary: On March 24th, I employed Smart Move company in Tucson, AZ to pack & transport belongings from my old address to my new address, I was initially quoted by an estimator for $1500. The three-man crew arrived at 8:40am & started work at 8:45am. Initially the packing was going smoothly; My partner and I were readily available to guide, instruct, etc. the movers if they had questions or inquiries; We remained in the guest bedroom to stay out of the way so the movers can work proficiently. After some time, I was alerted by another mover in private that the mover in the kitchen took my alcohol & drank the entire bottle & that the owner was on his way to pick up the drunk employee & send out another crew member. I pulled my partner aside outside & informed her of the situation. Sometime past & the employee abruptly left & said they were getting pulled for another job. I was not notified by anyone from the company whatsoever. I finally contacted the company at approximately 3:00pm & explained to the owner that I knew of the situation with their employee drinking & that they were pulled away because of it; I asked the owner since they were taken off, will the charges reflect a two-man crew instead. They informed me they would charge for a two-man crew charge after that situation. At appx. 6pm, the crew arrived with two additional people to unload quickly (4 in total now). While the crew was unpacking, two items were damaged. The movers informed me that the owner will send me a claims form and receipt immediately. The next morning still nothing from the owner. I contacted them and they said they would send it. It is March 27th and I still have not gotten any contact whatsoever nor the reciept for the bill. I request a major adjustment in my bill ($1500 off for damages to settle.)

  

  Business Response

  Date: 04/13/2023

  
  Thank you for bringing your concerns to our attention, and I apologize for any distress that our service may have caused you. As the owner of Smart Move company, I want to ensure that every customer has a satisfactory moving experience, and I am committed to addressing your concerns.
  Firstly, I would like to address the issue regarding the mover who was suspected of drinking on the job. Our driver promptly notified dispatch about the situation, and a manager was sent out to investigate. Upon arrival, the manager spoke with the crew member in question and did not find any evidence of alcohol consumption or intoxication. Nevertheless, we did remove the employee from the job and adjusted the rate to a two-man crew for the entirety of the move. I deeply regret that this occurred, and I would like to assure you that we take these matters seriously. We are willing to waive our fuel surcharge, amounting to 10% of the overall move cost, or $244.91, for the inconvenience caused. I would also like to point out that as mentioned we did have four crew members working on the move and only charged the two-man rate as another way to discount the overall move.  
  As for the damaged bed frame and desk, we will gladly work with you to process a claim for these items. I will send out a claims form today and we will expedite the process as quickly as possible.
  Please allow me to apologize once more for any inconvenience and frustration you have experienced. Our team at Smart Move is dedicated to providing exceptional service, and we will work diligently to address your concerns and rectify the situation.
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We appreciate your business and hope to resolve this matter to your satisfaction.

  

  Business Response

  Date: 07/07/2023

  I want to start by extending our apologies again for any part of your moving experience that has caused distress or dissatisfaction. As a company, we aim for excellence in our service and deeply regret when we fall short.
  Regarding your assertion about our employee consuming alcohol during your move, it's important to clarify that while the accusation was made, we had no concrete evidence to prove that this occurred. Out of an abundance of caution and to maintain a high standard of professionalism, we took the decision to remove the implicated staff member from your job immediately, and doubled our service force at no additional cost to you. Our primary goal was to ensure the completion of your move with as little disruption as possible.
  I assure you that my previous response was not intended to misrepresent any aspect of the situation. It was solely based on the information available at the time and my intention to address your concerns transparently.
  In terms of compensation, we believe a 10% discount reflects a fair and reasonable adjustment considering the circumstances, I would not increase that amount to 50%. This offer is made with respect for your position and our desire to restore your faith in our service.
  Regarding the claims form and the breakdown of charges, I can confirm that these were sent out previously. I will, however, attach both documents to this form.
  We greatly appreciate your understanding in this matter and apologize for any inconvenience this situation may have caused

  Customer Answer

  Date: 07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19860679, 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,
  
  Alessandra Hardeman
  
   

  
  

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 January 14th I hired Smart Move Moving and Storage out of Tucson AZ to move me to my new home one mile away. I had everything packed and was taking about half the things from a two bedroom. The truck was already half full which caused them to spend more time organizing to fit everything in. They insisted on wrapping everything with blankets, that it was company policy, which took an hour I was paying for. They broke into pieces an expensive vase valued at $300. When we got to the new location, they would not unload until I paid. They said they would estimate how long it would take for them to finish the job and reimburse me if overcharged. I was charged $821.61 with no breakdown of charges. I felt like I was being robbed! After they left I saw they damaged a wall. Two inch holes. I am missing a glass table topper for the vanity/desk valued at $45. I had to call four days before I finally spoke with the owner to get the claims form which needed to be notarized. January 18 they notified me via email that I was overcharged $247.16. That is some overpayment! Very shady. I live in a 55 and up community and am sure not everyone had the follow through that I did to get my money reimbursed. As for my beautiful vase; "After a thorough review of the claim, it was determined that the total weight of the items listed as damaged was 50 pounds. In accordance with our standard valuation policy of sixty cents per pound per article, the claims settlement amount for these items was calculated at $30.00. However, in an effort to provide an amicable resolution to this matter, an additional amount of $20.00 has been approved for the broken pot"! How can you measure the value of anything just by the weight? Art can be very light and cost hundreds! The cost to replace the item is what should be given. This company needs to realize the responsivity they are taking on when moving peoples precious belonging and have insurance or tax write offs for loses.

  

  Business Response

  Date: 01/26/2023

  I would like to provide an account of the recent move of Mr. **********. The truck utilized for the move had three cabinets on it, which occupied approximately 25% of the vehicle's space. However, this did not affect the time it took to complete the move as all items fit on the truck and the move was completed in one load.
  During the move, Mr. ********** raised concerns about the padding used for her belongings, stating that it was a waste of time. However, she later complained about damages to her items. It is my belief that we should not be held responsible for the damages as Mr. ********** rushed the move and did not allow us to properly protect all of her belongings.
  When Mr. ********** booked the move, an email was sent outlining our payment process and when charges would be collected. A breakdown of charges was presented by the driver, and once Mr. ********** agreed to the payment, she provided her credit card for payment. I did send Mr. ********** a claim form to address the damages that occurred during the move. However, the damage to the wall and the missing vanity top were not added to the claim until after it was already submitted, so I did not have the opportunity to address them.
  It should also be noted that Mr. ********** initially alleged that one of her boxes was missing, but later reported that she had found it. The refund that Mr. ********** is referring to was issued due to the movers completing the move faster than estimated and I also waived the materials fee to help bring the move closer to her budget.
  Our standard valuation was explained to Mr. ********** on the booking confirmation that was sent at the time of booking. It is also noted on our bill of lading, terms and conditions, and the addendums to the contract, which Mr. ********** signed. Mr. ********** should have been aware of the standard valuation that was included in her move, as we made every effort to ensure she understood our coverage. Our standard valuation is industry standard and regulated by the federal government.
  
  
  
  Regenerate response

• Initial Complaint

  Date:10/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This complaint is a continuation of ID# 17623113 which has yet to be resolved. We received a message from the business owner, ****** ******* of Smart Move Moving and Storage via the BBB on 9/24/22. After a paragraph with an explanation loaded with falsehoods, he offered us a settlement of $300.00. He texted me a document to sign saying that I would not continue with any complaints. It further stated that upon receipt of that letter, he would within seven days, mail me the check. I sent the form via Certified Mail from the post office and have verification that the letter was delivered on Thursday, September 1. Long after the seven days had passed on Sept 21, I called Smart Move and asked to speak to ******. ***** told me that he was on another line and would call me back. Of course, that never happened. I called again on Sept. 22 and left another message saying that If I did not hear from ******, I would file another complaint with the BBB. Here we are on October 2, 2022. Another example of the owner's lack of concern for his responsibilities and obligation that he committed both to the BBB and to me. Thank you for assisting me in this matter. ( I am trying, in vain, to upload the photo of the P.O. receipt. I don't know how to do it!)

  

  Business Response

  Date: 10/04/2022

  Mrs ******* move was completed on 5/12/2022 and she filed a claim on 5/24/2022. A claims form was sent to Mrs. ****** and she never responded to the claim until late august which is well beyond our claims window. Instead of denying her claim which I had all right to do based on the terms and conditions she signed during the move. Instead of denying the claim I evaluated the claim which came to a total claim amount of $30.00, I increased the claim settlement amount to $300.00 to do the right thing by the customer. At every turn I went well above and beyond our contractual obligations to satisfy my customer. Unfortunately, Mrs. ****** has been rude and nasty the entire time no matter how far I go out of my way to resolve her minor claim. Her assertion that I am avoiding her is totally incorrect I already have a signed agreement to resolve the claim there is no reason to drag the claim out. In all honesty I would like to resolve this claim so that I would not have to speak with her any further I do not like to be called names or harassed. A claims check was mailed to Mrs. ****** as soon as the claims form was received. I was never informed that she did not receive the check if I was, I would do the same thing I am doing now canceling the check and issuing another check. The check is being sent our today 10/4/2022 via the us postal service and she should receive it in the next day or so.

• Initial Complaint

  Date:07/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 following is a condensed version of the letter we sent to Mr. ****** *******, owner of the company, on July 2, 2022. Dear Mr. *******, We are writing to you with two problems that are a result of your company's estimate and final bill and the breakage of a ceramic lamp. The move took place on May 12, 2022 from Marana to Flagstaff. There was a major difference between the original estimate, $2850.10, and the final bill of $4263.34. A low- estimate to entice us to choose this company and then a final bill that was half as much again as the estimate! I telephoned you to discuss adjusting the bill to a lower more reasonable number. You promised to discuss the situation with others involved and get back to us. We never heard from you. Good customer service starts at the top of a company and trickles down. It is not a pleasant experience to be brushed off and ignored by the owner of a company. Secondly, the ceramic lamp base. After two weeks of unpacking boxes, the lamps were not found. I called the company on May 28 and spoke with ***** ****** who offered to look in the Lost and Found and call me back. He did, reporting that he had found the lamp and sending me a photo to identify it. It was mine. He promised to pack and send it to us, but weeks went by with nothing arriving. After I called every Monday for three weeks, the lamp was shipped. Let's think about Customer Service!! The lamp arrived on June 17 in three pieces with shards on the bottom. The box was too small to safely send it with insufficient packing material to protect it. The outside of the box had a place to mark FRAGILE, but was not marked. I have photographs of it and the exterior of the box. We are asking you to remit $750 in reduction of the bill and $150 for the repair of the lamp by a skilled potter for a total of $900. We are willing to wait no more than two weeks after you receive this letter for you to remedy this. We have a copy from USPS of the signed receipt. *****/ ******

  

  Business Response

  Date: 08/23/2022

  With every one of our estimates, we try very hard to make sure our estimate is as close to the final bill as possible. We leave our estimates as non-binding because the scope of work for the move does sometimes change. If we are estimated to do no packing but end up packing the scope of the work has changed and we would charge accordingly. We feel this is a better scenario for our customers opposed to not providing the service because it was not agreed to in the estimate. It also covers for unforeseen things that might come up during the move which add time to the service. In Mrs. ******* case we moved her to Flagstaff and the estimate was not able to see what the home was like on the other end. It turns out the delivery location was on the third floor, and it was a difficult time unloading because Mrs. Larson wanted to unpack boxes as we unloaded, and the home was smaller than the home we picked up from which caused additional time for the movers to get everything to fit
  Mrs. ******* lamp was left on our truck, and we professionally packed the two lamps into a box, and they were sent. I apologize if the lamps were broken, we did pack them before they were sent.
  As far as resolving the claim I would be willing to issue a claims settlement check for $150.00 which covers the damaged pot. Our standard valuation is sixty cents per pound per article which would not cover replacing the pot but like I said I would be willing to increase the settlement amount to $150.00 in order to resolve the claim. As far as a discount for the service I would be willing to offer an additional $150.00 which would bring the total to $300.00

• Initial Complaint

  Date:05/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called Smart Move Moving and Storage for an estimate on 11/10/21 $1500 and included a 3 man crew with a large moving van. There were no details of a contract or expectations if damages occurred. The crew showed up on 12/11 with a small moving truck and later we found out they only had 1 pad to wrap our furniture. They moved all of our boxes first and were telling us they were getting a larger truck. To our knowledge the boxes arrived unharmed. As time went on and the furniture was being packed and taken to the new house, things started being broken and a hole was put in the wall of our old house. The main driver, ****, was taking pictures and we asked how to report and he said he'd send pictures of the items to his owner. **** started to become hostile and even demanded a tip at one point. We thought it was just awful customer service as they held our stuff hostage to pay, we were charged $2492.22, even though I wanted to speak with the manager. There was no walkthrough, the crew left without checking our items. After my husband started looking at our furniture and almost every single piece had damage. Dents, paint completely removed, scratches, door handles not attached, scratches and dents to the walls. We contacted Damien Perkins and he gave us a claim form #13069, but said nothing would be done till our Wells Fargo investigation completed. That closed 3/8. There were multiple phone calls back and for forth and the pictures and detail form sent 4/8. On 4/22 we were denied because were past 60 days. When asked where the 60 days was stated, I was told in the contract. He sent the contract and nowhere on our signed pages is this stated. A page was inserted in with fine print no signatures and no title of it being from their company. We never saw this page and the "contract" signed didn't have a signature from his employee on it even. We asked for $2146.80 with claims with pictures(nowhere close to covering the damage) and unsure how wall damage was to be handled.

  

  Business Response

  Date: 07/13/2022

  The day of the move the customer was presented with our bill of lading which lays out all of our charges and our standard operating procedures as it pertains to claims. The customer signed agreeing to all charges as well as the terms and conditions of the contract. One of the stipulations in the terms and conditions of the contract is that all claims must be submitted withing 60-days of the completion of the move. the customers move was completed on 12/11 and on 4/8 the claim was submitted which is well outside of the 60-day time frame. Please refer to the bill of lading the customer submitted.