ComplaintsforQshark Moving Company Inc

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unbelievably careless and destructive! I am a single mom who had to move with zero help from friends and family. I was on a strict budget and was relieved to learn that this company uses affirm financing. I was approved for 2600. I was quoted 600 3 movers 3 hours. When they arrived and when they left, I was never once given any paperwork to review or sign, I'm APPALLED AT THE BEHAVIOR OF THESE SO CALLED PROFESSIONAL MOVERS! I have footage of then literally throwing my things into the house! Unbelievable!! That was done so they come back to old place and load truck again, I'm told that the truck is "full", I'm taking their word for it, because like I said I'm the only adult at the move. I had no one to supervise at any location the movers were at, I paid 5 dollars EACH for 11 used, torn, broken, ratty, trashed U-Haul boxes that they originally tried to charge me 9 dollars each for! These boxes sell for 1.25 at uhaul! At one point They piled my items in a corner of a bedroom, claiming the giant pile was "trash". good thing I checked because a small urn containing the remains of my first born son was thrown on the floor, mixed in with trash and non trash items including several electronic devices! NO HEAVY FURNITURE, LITERALLY ONLY PLASTIC BINS, BOXES AND HANGING CLOTHES! ALSO PICTURES, MIRRORS AND SMALL MISC. ITEMS! They managed to use every single penny of the 2600.00 I was approved for with affirm financing by taking 9 hours to deliver 1 load to new house, where they literally threw my belongings into house, then load truck half way and claim that there was no room, so that required me storing for the night in their truck my belongings at 100 per night, rebooking them for next day at 3 hour minimum rate to unload at a 200 dollar storage they requested that I get, and when I say they unloaded at my storage! I'm still finding broken items in my storage. AT LEAST THEY COULD HAVE PLACED MY ITEMS NICELY AND NOT LITERALLY THROWN THEM INTO NEW HOUSE AND STORAGE!

  

  Business response

  04/19/2023

  Dear *******,
  First and foremost, I sincerely apologize for your unfortunate experience with our moving services. We take all complaints very seriously, and I assure you that we are committed to addressing your concerns and working toward a fair resolution.
  I understand that moving can be stressful, especially when you are a single parent without help from friends or family. Your trust in our company is of utmost importance, and I am genuinely sorry for any distress our movers may have caused during your move.
  As soon as we received your complaint, we immediately initiated an investigation into the matter. We are currently in the process of gathering statements from the movers involved. Additionally, we are in direct contact with you to obtain pictures of the damaged items, which will help us assess the extent of the damage.
  Regarding your concerns about missing items, we advise you to file a police report, as claims of theft are very serious matters. We will fully cooperate with any investigation and provide all necessary information to the authorities. Please understand that if these claims are substantiated, we will likely have to let go of the movers involved, as we cannot tolerate such behavior within our company.
  We will provide additional training to our movers to ensure they understand the importance of handling customers' belongings with care and professionalism.
  Once we have thoroughly reviewed all aspects of the situation, we will determine an appropriate refund amount to compensate for any inconvenience and losses you may have suffered. Our goal is to ensure that you are satisfied with the outcome, and we will work closely with you throughout this process.
  Again, I apologize for the negative experience you had with our company. We strive to provide our customers with the best possible service, and we will use your feedback as an opportunity to learn and improve our practices. 
  Sincerely,
  ********** ***********
  Owner, Qshark Moving Company

  Customer response

  04/21/2023

  I cannot accept this because I was told something different in the phone regarding what I would like to compensate for this unbelievably terrible experience. I am in the process of emailing pictures and video footage. I was told that I had the option of reversal of moving charges AND reimbursement for damaged, lost or stolen missing items. I'm still looking through the storage and finding new broken stuff every day. I will be sending email this evening. But can't say it's been resolved as of now, because it hasn't 

  

  Business response

  05/05/2023

  Dear *******,
  Thank you for your response and for providing us with the additional information, pictures, and video footage. We appreciate your cooperation in helping us fully understand the scope of the issues that occurred during your move with Qshark Moving Company.
  We have now completed our investigation and have thoroughly reviewed all the details of your case. In light of our findings and in line with our commitment to making things right for our customers, we have refunded the full amount of $2,878.65 as requested. We can confirm that you have already received this refund, and we have copies of the checks and payment confirmation available upon request.
  Our team has taken this situation as an opportunity for learning and improvement. We have provided additional training to the movers involved to ensure that such incidents do not happen in the future. We genuinely appreciate your feedback and the opportunity it provides for us to grow as a company.
  Please accept our sincere apologies once more for the inconvenience and distress this experience may have caused you. We want to assure you that we have taken all necessary steps to address the issue and prevent it from happening again. At Qshark Moving Company, we are dedicated to providing the highest quality service to our customers, and your satisfaction is our top priority.
  If you have any further questions or concerns, please do not hesitate to reach out to us.
  Thank you for giving us the opportunity to address this matter and make it right.
  Sincerely,
  ********** *********** CEO, Qshark Moving Company

  Customer response

  05/13/2023

  
  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.

  The business has made things right. Thank you
  
  Regards,
  
  ******* ********
  
   

  
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Qshark for a move on 9/27 and paid them $1022 plus tipping the movers. During the time of this move a laptop went missing that was not a part of the move and was sitting in a backpack waiting to be used after the move. The laptop belonged to my fianc who is a full time student and we noticed it was missing just after the movers had left and she went to grab it to join her online class. I searched our old apartment multiple times and also also our new apartment even though it shouldnt have been touched and it was no where to be found. The laptop was fully charged ready to do schoolwork later but it had been turned off by someone and was not able to be tracked through Apples Find My Device. After triple checking everything and giving I reached out to Qshark that night to let them know about the situation and they let me know theyd do everything they could to find the laptop and return it to me. This ended up just involving checking the truck and asking the movers if they had it who of course said no. After that Qshark initial said they would they would take responsibility since they were the only ones there at the time the laptop went missing. This was never about money and we just wanted the laptop back because it was so important to my fianc so I filed a police report and replaced it right away so she could continue her school work. Qshark ended up only offering $300 to make the situation right after the initial purchase cost of the laptop was $1200 and I paid Qshark $1022 to move us and purchased a new laptop for $1400 not to mention all the inconvenience and hardship this caused. I didnt expect Qshark to cover the initial cost of the laptop as it was obviously low used and older or even the cost of the new laptop since I chose to replace it with a new one instead of refurbished but I did expect to at least get a refund which they refused to do and are now being rude and belittling which is why I am filing a complaint.

  

  Business response

  10/21/2022

  Hello ****,

  It's our goal to provide reliable and honest service to all our customers. We are very sorry your laptop went missing after the move, we did our investigation, and the movers told us they didn't take anything from you. So we cooperated in providing their full names for the police report. We made all the information available to you( We make over **** moves a month, and if we had thieves working for us, it would show up on our online pages ). Still, because we wanted to take responsibility, we offered you a refund of $297 (the price for a refurbished MacBook Pro 13" (2015) that we found online, to replace your missing laptop. 
  

  We are sorry you feel we were rude to you; it was never our intention, and we apologize for it. We hope you understand that we followed business standards and practices for missing items. Since you had released value protection according to PUC, we are only responsible for $0.60 per pound, and what we offered is much more than ********** Law requires ** to do. 
  

  Since you filed a complaint with BBB, wrote two one-star reviews, and threatened us with the small court and bank disputes to get a full refund, we don't have any other options but to refund you what you want. So please let us know exactly how much you would like us to refund you for the missing laptop, and we will send you a check. 
  We hope to hear from you soon.

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

  (CEO)

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Q shark moving company in August to pack and move us from our home and into 4 storage units and it was by far the biggest regret of our move. First, their employees were fighting with one another on our property, eating food out of our fridge, dumpster diving for our trash, and tossing their cigarettes on our driveway. Next, instead of removing things that were built into the wall, they ripped and ruined them, damaging over $6000 of custom built ins. Along with that, they dragged the furniture on our wood floors, cutting scrapes and gashes into our wood floors, in multiple places. They dinged our walls in many places and ruined many areas of our home that we were passing onto new owners. But, where things really went wrong was the way the company handled the matter after the fact. Lack of communication, constantly being passed to another person who was supposed to solve our issues. So many apologies, yet never any solutions. Ruined wood floors that we have been told "we tried, but this is as good as it is going to get," when there are still GASHES in the wood. As a business owner myself, I could not be any more frustrated with this company and when I saw they won a BBB award I was shocked. I have NEVER been more frustrated with a service and cannot believe this company is in business after the way they treated out job and ruined our old home and many of our furniture items.

  

  Business response

  09/22/2022

  Dear *********

  Please accept our deepest apologies in regards to your experience with our company. We are sorry we've let you down and you don't feel like we are trying to resolve this situation.

  After your move every member on the team was questioned and people that were arguing were provided additional training or fired. Your experience is very important to us

  We understand you wanted to speak directly with the owner, but in our company we have designated people for customer experience ( General Manager ****** ) and for movers performance ( General Manager Alex ) both were working with you on the issues that happened during the move. 

  We do not offer repairs ourselves so we hired a licensed contractor to do the repairs at your house ( invoice for his services is attached ) 

  Alex is scheduled to meet you at the storage facility on 10/03 to go over the damages and our next steps. 

  We are available for you 8Am to 8PM to call, text or email. We understand you want to get it done as fast as possible but we do have to work with a 3rd parties on the repairs and it takes time. You can help us by submitting any invoices you have directly to us so we can help to cover them. We are doing our best to make everything right for you and we hope as a business owner yourself you can understand why it takes time

  We understand that you demand at least $6000 refund but we do need any supporting invoices or estimates to support this number. We are also sorry if you don't feel like we deserved the torch award for ethnics we received from the BBB because we do try our best for all our customers.

  We have every intention to come to reasonable agreement. Thank you Jennifer and we hope to hear from you soon!

  Customer response

  10/01/2022

   Hello,

  
  

  Your response is incredibly misleading on multiple accounts.

  
  

  First regarding speaking to the owner: this is not something I requested, this is something an employee set up for me because it was the next step they suggested. In fact, there was a day and time this call was supposed to happen, to which it never did. I continued to be passed person to person, (5 people to be exact), until whom you're saying should have handled my case from the beginning was brought in. I did not receive that call until a full week after the incident. Clearly there are severe gaps in your processes.

  
  

  Second, you're attaching an invoice for your floor contractor, so, I am attaching 4 photos of how the floor currently looks, after two visits with said contractor. Evidently, the floor is in disarray and no where near "fixed." Im unsure how your company can be proud of this work or feel good about how you're leaving the floors- despite what it may cost.

  
  

  Thirdly, you referencing a $6000 number that you brought up on the phone in a blanket statement saying "I'm not going to pay you $6000, if that's what you're hoping for." - to which I was indeed shocked as I paid your company over $3500 for a specific service I most definitely did not receive- I responded the way I did assuming any decent company who stands by their work would reimburse for that plus damages, it is a pure educated guess that that number would equate to over $6000.

  
  

  Lastly, it was the worst decision of our move hiring your company who trashed our home, ruined our things and made us financially responsible for those things- as a business owner I would be so ashamed of the service I provided, or lack there of, I would be doing anything I could to make it right- clearly we don't believe in serving our clients the same way.

  

  Business response

  10/01/2022

  Dear ********,
  We are very sorry for all the inconvenience we've caused and everything you had to go through. We take responsibility for our lousy service and want to do everything we can to make it right for you. Alex is scheduled to meet with your husband on 10/04 at noon so we can discuss our next steps. We care about you as our customer and will do everything to make it better and improve our support as well. We do appreciate your patience and detailed responses. You can call us or send an email to ********************** for faster assistance. Thank you, and we will see you on Tuesday.  

*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. ↩