Complaints

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:02/09/2023

  Type:Customer Service 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.

  During ************ of the movers took the laptop with designer case, however he never handed it back to me, and I did not find it in items. I remember as it was 5 minutes ago. However, the business says it is impossible. They also deny that movers kept me waiting in one location for almost 2 hours, and even go as far as state that as if I am lying that tipped them heavily. The business keeps saying would send documents and such but never did even after asking for them many time. Items were taken but they were not delivered, and the business needs either deliver them, force employees to admit taking it and not returning or reimburse for lose. Instead they resort on idiotic threats to me and complete denial and calling me - a person with significant net worth, perfect credit, clean background and implacable reputation a liar. The amount in issue is about couple of hours of my earnings, but I can't stand when things are being taken away from me, and I am being accused.

  

  Business Response

  Date: 02/21/2023

  ***** submitted that he cant find his laptop and its case and that he is sure that it was stolen by one of my movers. I am truly sorry for his loss, which I clearly expressed in our communications, But I do not agree with his accusations of it being stolen by my crew as well as accusing them of stealing 2 hours which he had to pay for and with them demanding aggressively for a tip.

  I am sorry but I do not agree with his assumptions / accusations and I am basing my conclusion because of the following:

  Based on my experience with my crew, (since the opening of the company)

  Based on the consistency of the reviews that we have been getting from my customers all the years since we opened our company, praising my movers for their service and efficiency as well as their impeccable quality of work and professionalism and their polite and kind nature (see our reviews on the BBB and ****** as well as Yelp, including the not recommended)

  Based on the lack of any complaints of stolen items since we opened the company and no police report that has ever been filed (and they have been working with us since we opened. (Not one.)

  Based on the fact that ***** did not complain or expressed his unhappiness or concerns after the move or at any time until Jan 25th 2023. (at least about the extra money that he was charged and the demanded tip if not the lost item)

  Based on your ***** verbal expression of satisfaction and happiness to me after the move. (Why would someone do it if he had a horrible experience)

  Based on his 5 stars review about the service that my crew gave him. (Which apparently, he removed. would you mind showing them to me and to the BBB. You mention them in your email from Jan 25th at **** pm, on page 7 highlighted in yellow.)

  Based on his complaint that I (the owner) have resorted to idiotic threats calling him a liar and treating you with disrespect. (My email & text communication with ***** which I will attach will show how I responded and reacted to him. Not agreeing with someone does not mean that you call him a liar, it shows that you have a different opinion or point of view)

   

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

  When you emailed me on Jan 25th 2023 I responded immediately with sympathy and empathy as to your loss and I responded to your 3 questions.

  *Yes,  still working for me.

  *No, no one complained about stolen items.

  *No, no police report was ever filed against my movers.

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

  In your email communications with me I was surprised as to your continuance statements that I am calling you a liar and threatening you. If that is what you felt by me responding to you and not agreeing with your accusations, I am sorry. You could see in my communication with you that I expressed my opinion based on the data of your move and all the reasoning that I expressed above.

  When you called me after the move you didnt tell me about your horrible experience. You didn't ask me to get reimbursed for the time they broke down, 2 hours as you say, and for the undeserving tip that was demanded of you? And you didnt mention your concern about not finding the case with the laptop.

  However, you did express your happiness with how fast and efficient the crew executed your move. How they made the move much faster than what you and I, both, have anticipated. How they filed out our truck completely including the liftgate in the back to take as much as they could from your belongings and did it so fast and professionally.

  and to remind you, you ended the conversation by telling me that you will put another 5 stars review for us in Yelp, which you did.

  Everything as I mention above together with all the other factual data of the move and factual records and testimonials of my customers do not support your allegations and cannot be accepted by me.

  I would like, please, to ask the following, without intending to insult or disrespect you:

  *How can you prove that the case and laptop were in your possession when we moved you?  How can you prove that it wasnt stolen by someone else? How can you say for certain that during the last ***************************************************************************** lost by mistake? 

  *How can the total time of the move that was 6.5 hours including the 3 stops and the drive time to the garage in ******* and to the home in ************* support 2 hours of a break down . You have signed a contract showing clearly start time at 8 am and finish time at **** pm. It is also written clearly that the drive to ******* was one hour and the drive to ************* was 45 minutes. That would leave 4 hours and 45 minutes to the actual loading at the first 2 locations and the off-loading at the last. And between them our truck +the lift gate was full to the brim-There was no room for the broken down time . its impossible. (Had you brought it to my attention I would have shown you our GPS tracking from that day. it was available to me up to the 25th of Sep.)

  *Why did you pay them the tip if you felt they were undeserving of it??? And if you felt forced or pressured to do it, why not tell me? it should have been a bigger motivation to tell me about it and complain.  

   

  At this point,

  Haim and I have realized that despite all that we have as supporting evidence to our position which we stand very firmly behind and on the other side the insufficient supporting evidence from *****, we would like to see this matter resolved.

  There for:

  1)      if ***** will find it agreeable and will see himself satisfied and his complaint resolved.

  2)       We would like ***** to please send the BBB and ** copies of the 5-star reviews that he posted for our business in 2019 & 2021 as he removed them and if not an acknowledgment to their 5 star status. 

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

  1)   We will approve our claim department to handle his claim for the lost items and this regardless of the contractual period of 9 months in which a customer can file a claim which ended in his case in May of 2022.

  We will accept their decision.

  We will request that his claim will get a priority and a fast resolution.

  The claim department will respect the contractual agreement between us via the booking order as well as the actual contract and follow the agreed liability.

  2)   We will refund the tip that he gave the crew plus an hour of work ($120 +$165)

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

  Please advise if you accept our offer and see your complaint resolved.

  Customer Answer

  Date: 02/21/2023

   
  Better Business Bureau:

  Again, I remember as it was 5 minutes ago that the mover took the laptop with designer case, and again as it was  5 minutes ago I remember he never returned it to me. 
  
  The "elephant in the room" still is why would mover "move" a small laptop? Aren't they called for moving sofas, wardrobes and such?  As to reviews, no service is perfect, but there is no  harm to support a small business when it took 5 minutes of my time even if they performed not perfect or did little here little there. I am a nice and easygoing person, but not when my stuff is being taken away and I am being called a liar. Also, there is no mover in the world who does not grab little here, little there especially shady ones they employ who take 2 hour "lunch break". But everything has limits. Business owner also lied to me that would send me docs, but she never did same way she is putting more than contradictory "facts" here. Anyway, if they want to solve - fine. I asked her to tell her husband to call to solve it informally so that the entire world does not know. But this was their choice. So, if I understood properly even though it was brought vaguely 

  1. Business will reimburse initially about $300 or whatever she put. 

  2. Business will file a claim or do additional stuff to reimburse for the rest. 

  If this is correct then fine. 

  
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