Complaints

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

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• 

  Gin & Lou Moving and Storage LLC

  2020 N Academy Blvd Ste 261 # 948 Colorado Springs, CO 80909-1567

• 

  Gin & Lou Moving And Storage LLC

  19034 E Mansfield Dr Aurora, CO 80013-3656

• 

  Gin & Lou Moving And Storage LLC

  19034 E Mansfield Dr Aurora, CO 80013-3656

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:07/10/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 company has refused to process a claim for broken items in the amount of over $1500. Their phone, email, website, and business are all disconnected with no way to reach them.

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  My belongings were picked up in ********** on September 26, 2022. They were not delivered to me in ****** until almost Christmas of that year. Many boxes were missing, and a great many items in the boxes that were delivered were broken. I filed a claim. Eventually, the claim was settled, and I signed a release, and *** and *** was supposed to pay me. They only agreed to a tiny fraction of the actual cost of missing and broken items. it is now May 2024 and I have never been paid. I have called the insurance brokerage company that was handling the claim. They said they can no longer reach *** and ***. They have called multiple times, never reached a human, and none of their messages to call them back have been returned. I have now tried to call the main ****** of *** and ***. Their message machine is set on an endless loop which repeats the same outgoing message, but does not allow a person to leave a voicemail. I have called their dispatch number, and nobody answers. I honestly believe that I have been completely scammed by these thieves, and robbers. They absolutely should not be in business.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Non-payment for services rendered from a claim filed again ******************************************************** LLC, located at **********************************************************.

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We had ************** Moving and storage conduct our move from ******** to ******** and it has been nothing short of a nightmare. They over double the fee quoted by the broker, gave us 15 minutes to decide to take the deal or not. Our lease was up and we needed to be out. Under duress, we took the deal. The manager ***** was nothing short of rude, condescending and unprofessional of any person I have ever dealt with before. It took numerous phone calls and emails to get anything done. We had to constantly call to get any updates or ask for documents or photos numerous times. As of now we still have thousands of dollars of missing items (which the owner *** took photos of some of the items and sent them to us). We were promised by the new manager ***** that our belongings would be shipped as soon as possible and she would email the claim forms needed for the ones not found. After weeks of trying to get the emails and a timeline of when our belongings will be delivered, here we are with no answers, no belonging and no return communication of any kind from ************** Moving and Storage. This company does not care about you or your belongings. They are a shame of a business and I would suggest to anyone looking at them for a move to look at a different company.

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Hired Safe Ship Moving company (Brokers) to handle my move from ** to **. Safe Ship hired ************** Storage and Movers to move my household. This company was 2 days late and the illegal alien that arrived did not tag all my items correctly and did not place all my items on the truck. ******** threatened me in my yard. My household items arrived a month later but by an unknown moving company that did not have a current DOT license. I had many items stolen out of boxes and containers, many items did not arrive. And most all my fragile items were destroyed. Thousands of dollars are lost to this move. Irreplaceable items. Boxes and containers had foot prints on top of them and many containers were destroyed along with furniture. ************** will not provide me with the name of the company that delivered my household. Also ************** will not provide me with my BILL OF LADING form. I have made many many calls to Safe Ship moving and ************** movers to get no where. This has been going on since September of 2023. I need help.

• Initial Complaint

  Date:10/07/2023

  Type:Delivery 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.

  Contracted with Gin & Lou Moving and Storage with a move date of 3/28/23. ******** ended up being over 2 weeks after initially promised. Ended up paying $12256 after all of the cost escalations. Misrepresented the truth when they said our stuff was in storage waiting for a payment (when they were not). The process to get reimbursement for broken items included sending to CSIPros.org (Claim ID: Order / Job No: ********) 1) written estimate, 2) descriptive inventory list, and 3) Bill of Lading. Claim to be reimbursed was rejected due to the copies of the documentation were not legible. ********* would not provide a legible copy of the required documents. Total cost of damages was only $155. Resolution request:Gin & Lou Moving and Storage: ensure customers get a legible copy of all documentation required for damage claims.CSIPros.org reimburse me $155 for items damaged.

  Business Response

  Date: 10/11/2023

  We understand your frustration and disappointment regarding the recent experience you had. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have faced during your move. CSI sends paperwork over and we have to update the files. Its goes by order we will look into this matter. Thank You 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20708899
  
  I am rejecting this response because:
  

  It does not close out this case.  I can send Gin & *** the same paperwork I send CSI.  

  
  Sincerely,
  
  ***************

  Business Response

  Date: 10/12/2023

  We are very sorry that you are rejecting our response. CSI is our claims department. Once you file a claim they will notify us. From there they are going to ask what paperwork that you have. If you do not have the correct or missing, paperwork. Once we know, we will send over a request of what is needed. 

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20708899
  
  I am rejecting this response because:
  As I explained, I sent CSI the required paperwork.  It included the Bill of Lading, Contract, Estimate, Inventory and a list of what was broke.   Non-legible documents included the Bill of Lading, Estimate and Inventory.  I requested previously from you legible copies of these documents, but you refused.  Requesting copies from CSI will result in zero resolution since CSI requires legible copies and what I sent them is not legible.  I suspect this is a normal strategy as it ensures no one can make a claim on items that your movers broke.  Response rejected.

  
  Sincerely,
  
  ***************

  Business Response

  Date: 10/16/2023

  Hello, ******** within 31 business days from the first available delivery date requested and no later than the time specified on the face hereof provided that the requested dates are within reasonable dispatch. If the No Later Than Date entered by shipper on the face hereof is less than the 31 business days required by the carrier, then the 31-business daytime limit shall apply to this contract. The carrier shall not be liable for any expenses incurred by a shipper during the time specified in this section. Guaranteed ******** services are only available to shippers upon the advanced arrangement and payment for such services. If shipment is delayed at the fault of the carrier, the compensation for such delay will be calculated at $10.00 per every business day before actual pick up date or $10.00 for every business day beyond the 31 business days. You also had a bounce check at pick up. we can not send delivery out until the check was settled. For claims if CSI needs paper work they will request it and we will provide it. Your pick up was 03/28/2023 and we are leaning about this now? Thank You

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20708899
  
  I am rejecting this response because:
  The Gin & *** business clearly focuses on deception in their response and ignores the request to reimburse the documented $155 worth of damages to the items.  Deception associated with a "bounced check" when clearly we showed you that you had already cashed the check.  Additional deception when Gin & *** uses CSI to refund for damaged goods, but this refund is dependent on legible documentation which was not provided.  Just like the ignored request earlier to send legible documentation for damages, Gin & *** ignores this request again.  I'm expecting unresolved complaints to hopefully have an impact.  The shame is that this is over $155 worth of items you damaged.

  
  Sincerely,
  
  ***************

  Business Response

  Date: 10/18/2023

  I am so sorry the you rejected our respond. The check you gave at pick up it bounce. It was a bad check. Pick up payment need to be paid on full to be sent out on delivery. please re-read the contract. and the delivery scheduled. Was it the broker that promised you something? We are the carriers.  PAYMENT TERMS: PICKUP PAYMENT, THE CARRIER WILL COLLECT UP TO 70 % OF THE REMAINING BALANCE. PAYMENT WILL BE DUE IN THE FORM OF  CASH, PERSONAL CHECK, CERTIFIED CHECK, MONEY ORDER, ZELLE, OR CASHIER CHECK. THE REMAINING BALANCE MUST BE PAID IN FULL UPON DELIVERY BY CASH OR POST OFFICE MONEY ORDER. THE CARRIER RESERVES THE RIGHT TO COLLECT UP TO 70% OF THE BALANCE DUE PRIOR TO THE ***** LEAVING THE ORIGIN STATE. SUBJECT TO FEDERAL LAW, PAYMENT IN FULL OF ALL CHARGES IS REQUIRED AT DELIVERY AND BEFORE UNLOADING. SECTION 2: TRANSPORTATION. SCHEDULE. The carrier shall attempt to pick up shipment at origin within one (1) day before or after the requested pick-up date and attempt ******** within 31 business days from the first available delivery date requested and no later than the time specified on the face hereof provided that the requested dates are within reasonable dispatch. If the No Later Than Date entered by shipper on the face hereof is less than the 31 business days required by the carrier, then the 31-business daytime limit shall apply to this contract. The carrier shall not be liable for any expenses incurred by a shipper during the time specified in this section. Guaranteed ******** services are only available to shippers upon the advanced arrangement and payment for such services. If shipment is delayed at the fault of the carrier, the compensation for such delay will be calculated at $10.00 per every business day before actual pick up date or $10.00 for every business day beyond the 31 business days delivery time limit and subject to the limitations included in section 1 of this agreement and per the carriers applicable tariff.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20708899
  
  I am rejecting this response because:
  Gin & *** owes me $155 for damaged goods.  You promised to pay for damaged goods.  

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:10/07/2023

  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.

  *** and *** has failed my family as well as charged me 3x's the original quote I was given. When our belongings were picked up from AZ, we were NOT advised that our belongings would be going BACK to Colorado ( which was where we had just moved from) and then put in a storage unit until they they decide to deliver my goods. Once I finally got someone to answer the phone ***** explained the moving norm and that we should have our belongings in the next month. I explained that it's very shady that we were not advised that our belongings were heading to a different state to be put in storage and it would be weeks until we would see our belongings. Fast forward to the following week, ***** calls, states that the truck left late Wednesday night and we should be hearing from her driver any day now. The following Thursday, I call again and no answer, leave a vice voice mail to which I get no response, I then email, again, no response. I had to reach out to my broker to contact the moving company to see where my stuff is. Finally, 2 weeks after ***** says the truck left, I get a call from the driver who states we will have to get a shuttle which will cost us $900 extra CASH ONLY!! The mover showed up at 10pm to unload, our truck was no where near full line or was when we had originally moved ourselves from ** to AZ the month before and it was the same size truck. We now know it is because we are missing a ton of our stuff!! Not to Mentone the amount of damage to our things. A large 3 fold vanity mirror with lights, shark vacuum, 2 white laundry baskets filled with clothing and other personal things, a box of family pictures, camper table with stickers from previous camping trips, weed eater, shovels, *****, garden tools, outdoor lights, garden soil, ******** secret pink and black bag filled with art supplies o cedar mop and bucke a dolly and a Styrofoam Batman for trick o treating. I would like the rest of my belongings. If another victim has these **********************

  Business Response

  Date: 10/11/2023

  We understand your frustration and disappointment regarding the recent experience you had. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have faced during your move. The delivery goes by first in first out by your FADD. Please file your claim so we can better assist you. Please re-read your contract. SECTION 3: COLLECTION OF CHARGES: Remaining balance must be paid in full prior to the unloading of the truck at destination by Postal Money Order and Cash. SECTION 2: TRANSPORTATION. SCHEDULE. The carrier shall attempt to pick up shipment at origin within one (1) day before or after the requested pick-up date and attempt ******** within 31 business days from the first available delivery date requested and no later than the time specified on the face hereof provided that the requested dates are within reasonable dispatch. If the No Later Than Date entered by shipper on the face hereof is less than the 31 business days required by the carrier, then the 31-business daytime limit shall apply to this contract. The carrier shall not be liable for any expenses incurred by a shipper during the time specified in this section. Guaranteed ******** services are only available to shippers upon the advanced arrangement and payment for such services. If shipment is delayed at the fault of the carrier, the compensation for such delay will be calculated at $10.00 per every business day before actual pick up date or $10.00 for every business day beyond the 31 business days delivery time limit and subject to the limitations included in section 1 of this agreement and per the carriers applicable tariff. SECTION 6: FILING OF CLAIMS. Thank You

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20708333
  
  I am rejecting this response because:

  The owner chose to completely ignore the fact that they lost a large amount of my belongings and damaged a large amount as well. In addition I still have other people belongings in my possession, that they also chose to ignore my mention of. I paid 3x' the amount I was quoted from the broker and telling me to re-read my contract does not excuse the fact that your business requested only cash payments and did not give us a receipt of what we paid. Your company was paid in full and I want the rest of my belongings. No where in your contract does it state you get to lose or keep some of my belongings from lack of payment, which is not even the case here , so telling me to reread any portion of my contract is not valid at all. Our original quote was $2250, final payment was $5515.00. Well over the estimate. Regardless of this, Gin and *** has been paid in full and I still don't have all of my belongings that I can only assume you carelessly delivered to another location, at a different home for a different customer. Personal items that cannot be replaced. Photos of my babies!! I want my belongings. I'm filing a complaint with FMCSA and then will continue with my CSI claim process. Please find my list belongings. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/12/2023

  We are so sorry that you are rejecting our response. First of all, you never give a verbal inventory. You should have had a virtual or an on-site done, then there would be no price change other than adding couple items or taking items off. When giving an inventory over the phone, how are you giving the correct size of each of the item. You have to put in accountability after its pad wrapped and shrink wrapped and then you have to stack it. Please file your claim if theres anything broken or missing we will try to locate them. Nothing has been lost. Delivery is 7 to *********************************************************************************** contact with you, letting you know that you were loaded on a semi. You had a shuttle done because the 18 ******* cannot get into your location. please re-read your contract. The one with the broker that you booked your reservation with and also to our contract that you guys signed at the pick up.Thank you 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20708333
  
  I am rejecting this response because: I have never mentioned anything about a virtual inventory, I have the Household Good Inventory carbon copy that is almost unreadable. These items are included in my claim through CSI as well as with FMCSA. For document proof, I will again record these items on the bottom of this complaint.There are several reviews on ****** of your company with people over the last 3 months complaining that they had things delivered to their home that are not theirs and have tried to reach out to Gin and *** to no avail. This just shows how your company carelessly looses paying customers personal belongings and has no interest in getting them returned to the rightful owners. My belongings that are LOST are in fact LOST until your company finds them and delivers them to my house. LOST ITEMS- MOVING DOLLY, TRI-FOLD VANITY MIRROR WITH LIGHTS, 2 week old SHARK VACUUM, GAS POWERED WEED EATER/EDGER, BUNDLE OF YARD TOOLS (shovel, rake, garden hoe and rake), 2 ******** SECRET BAGS< ONE GREEN WITH LOVE PRINTED ON IT FILLED WITH CLOTHING ONE PINK AND BLACK STRIPED WITH ART SUPPLIES AND CANVASES IN IT, RED O'CEDAR MOP AND BUCKET, 2 WHITE RECTANGLE LAUNDRY BASKETS ALSO FILLED WITH MY CLOTHES, A BASIC BOX WITH FAMILY PHOTOS, A CAMPER TABLE TOP THAT IS COVERED IN STICKERS. I am not asking for a lot, only to find my items that we are missing and deliver them to me. Complete the service that we paid for.I also want to mention that I also had a box of statues that was delivered to me with my household goods. These were NOT mine and luckily, the owner had packed them in a box that had her address on it and I was able to locate this person and she paid for her belonging to be shipped to her all the way in *********** ************ moved from ******* to Oregon. How does this happen?!?

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service 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 June 14 2023 Gin and *** Moving and Storage picked up all our belongs in **** **. I went through Untied Express broker and they were the ones who contracted out to Gin and ***. When the mover got to the house they immediately began packing up all of our belongings before finalizing the bill of lading. A few hours in they finally finished the bill after half of our house was packed up. The bill was for over $3000 more than what we were quoted for. Being that out house was already packed and we were scheduled to leave two days later we did not have much of a choice but to pay. After the entire house was packed up they informed us that they had 31 business days to deliver our belongings from the first available delivery date we provided, which was 21 June 2023. Again, all of out things were packed on a truck, so we did not have much of a choice but to continue with the move. We have continued to call over the past month and a half for updates on our belongings. At first we were understanding, however as time went on and we werent even getting an estimated delivery date we grew increasingly concerned. We were told out things would be loaded three weeks ago, then the truck broke down, then they were waiting on another truck..excuse after excuse. Now the company screens our calls. One day we called, were placed on hold for an hour and then sent to their lunch time voicemail. We called again over 60 times after lunch before getting an answer, they were annoyed with us because they said they were watching us call and they had already given us an update a week ago that they would call when our things were loaded. We are over the 31 days allotted to get our belongings, Gin and *** still cant even give us an estimate on when we will see our things. I have two small children, and we are living without any of our belongings. I am to the point where I am wondering if I will every see our things.

  Business Response

  Date: 08/14/2023

  We do apologize for any inconvenience. We are in the middle of summer the deliveries go by first in first out by your first available delivery date. *** semi that was leaving ******* did break down it is in the shop being repaired and then were sending out other trucks to accommodate everybodys needs. We are in the middle of ******* *** phone lines are at the highest volume. ***y do shut down during lunch and they are available 9-to-5 mst.  Were trying to get back with anybody within 48 hour windows. We will compensate if we do go over the business days on your delivery yet again, thank you and sorry for any inconvenience.   

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20441517
  
  I am rejecting this response because:
  I cant accept this response for a few reasons. Gin and *** has not kept us informed on anything. Your employees act annoyed with us any time we call and ask for an update. How can you not expect people to want a status on all of their belongings!? The fact that your employee ********* acknowledged that she was watching us call and actively choosing to not answer is the worst customer service I have ever experienced from a company that you would expect to have excellent customer service considering they deal with such a stressful time in peoples lives. Now you are telling me the truck broke done leaving *******, but the story I received on the phone is as that the truck broke down leaving ******* to go get our stuff from the warehouse. I can understand being busy but your lack of compassion, understanding, communication and straight up disrespect, lies and manipulation has made this the worst experience of my familys lives. My 4 month old has grown out of the clothes I packed for her and we are having to buy all new ones when we own clothes that your company is not delivering. I work from home, and sit in a folding chair all day, because your company is not delivering our things. My three year old has none of his toys or books and is also in need of new clothes because your company is not delivering our things. A move is stressful enough and your company should be put out of business for the way it treats people. This response has still not provided us with any update on when we will see our belongings. It has not acknowledged or admitted to any of your poor customer service. Your compensation of $10 a day does not make up for the hardships you are putting my family through. My next steps will be to contact a lawyer. 
  ************************************************

  Business Response

  Date: 08/26/2023

  We are sorry that you are rejecting our response, again  We do apologize for any inconvenience. We are in the middle of summer the deliveries go by first in first out by your first available delivery date. *** semi that was leaving ******* did break down it is in the shop being repaired and then were sending out other trucks to accommodate everybodys needs. We are in the middle of ******* *** phone lines are at the highest call volume. ***y do shut down during lunch between ****pm mst and they are available 9-to-5 mst.  Were trying to get back with anybody within 48 to 72 hour windows. We will compensate MORE than the $10.00 a day, if we do go over the business days on your delivery yet again, thank you and sorry for any inconvenience.   

• Initial Complaint

  Date:07/21/2023

  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.

  We unknowingly went through a broker for our move. Our broker did not disclose their role as such, making it sound like they would handle the move from start to finish. They gave us an estimate and outsourced our move to G&L. G&L failed to follow federal law regarding the protocol in updating a binding estimate, and waited until the truck was fully loaded before asking me to sign anything, which violates the ****** which requires that any updates need to be supplied PRIOR TO COMPLETION OF LOADING. G&L's owner, ***, admitted they screwed up and we made a deal which he then reneged on. It has been almost 3 weeks and they are now holding our belongings hostage and refuse to communicate with us, despite multiple attempts to reach an agreement. They are insisting we pay several thousand dollars more than we are legally obligated to pay, which is attempted extortion, a class 2 felony. We have notified the **************** DA's office regarding our intent to file criminal charges, as well as the ******** ************************** We are also in the process of filing a civil complaint in federal court for fraud, breach of contract, conversion, negligence per se, false advertising, and intentional infliction of emotional distress seeking compensatory and punitive damages. G&L has done nothing but threaten us, lie to us, and refuse to communicate with us, all while holding our belongings hostage and claiming we are refusing to pay, which is an outright lie. We have over 100 pages of documentation stating we are more than happy to pay what we legally owe, and they refuse to accept that amount. G&L is knowingly violating federal law and committing extortion, and all they do is blame, bully and gaslight consumers. Based on the other BBB reviews, this is clearly G&L's business model, and they need to be shut down so they do not keep doing this to other consumers who may not be as well-versed in the law as we are.

  Business Response

  Date: 07/25/2023

  We understand that it can be frustrating that there was an increase in the cost of your move at the time of your pickup. You did a verbal inventory over the phone and had a ***** ********************* done. On the inventory sheets includes over 100 additional items that you did not verbally tell the broker at the time of your booking. It was also explained that anything additional will cause an increase in the final price. Than on a recorded phone line your husband said, that he was going to do a charge back for the deposit from the broker and then entire move since you wanted to pay with credit card, please re-read payment terms, which is fraud and illegal. Its the price per cubic feet obtaining on the truck. You should know this, since you are a lawyer, you signed a new written estimate that changes it from a binding to a non binding contract because you went over your inventory and the size of your job was larger that you verbally told your broker. Yet again, you should of done your due diligence and your research you would of know that you booked with a broker and not a carrier. If you read your contract it states that they are SHIPPER AGENT ONLY. Also if you could not afford your move you should of done your own packing and not had a white glove service done, which took two days to complete. Now you want us to deliver your things with out making a payment because you want to make a deal. You had a service done, now you need to pay your bill. The owners gave you a discount but it was not good enough for you. The following day we told you we would bring your job back to your origin address because you refused to pay.  We have been informed by ********** of ************** agent that we in fact act within compliance of ********** of ************** regulations, and all signatures at the time of pick up is sufficient acknowledgment of the revision. The ********** Police called and they also agreed with were with in compliance. Please read the payment terms again.

• Initial Complaint

  Date:07/12/2023

  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.

  We hired them to move my sons things from ********* to ******** **. His things were supposed to arrive May 31st and as of this date nothing has arrived and every time we call we are told today or tomorrow. At this point we consider everything stolen. $8000 worth of camping, climbing gear, expensive mountain bike etc

  Business Response

  Date: 07/13/2023

  HELLO, WE ARE SORRY THAT YOU FEEL THIS WAY. THIS IS INCORRECT INFORMATION. YOUR FADD WAS 5/31 ON 6/15 WE CALLED TO LOAD YOUR SONS SHIPMENT OUT BUT NOT ANSWER OR A CALL BACK. ONLY YOUR SON INFORMATION AND ONE PHONE NUMBER IS ON THE ACCOUNT. TODAY YOU TOLD CUSTOMER SERVICE THAT EVERY TIME YOU CALL YOU HEAR A DIFFERENT TIME AND THERE ARE NO NOTES OF ANY PHONE CONVERSATIONS. SO WE THINK YOU HAVE BEEN CALLING THE BROKER NOT THE CARRIER. PLEASE NOTE WE HAVE TO CALL AND CONFIRMED BEFORE LOADING SHIPPEMNT, WE CAN NOT SEND SHIPMENTS OUT WITH NO CONFORMATION. THANK YOU.