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:11/15/2022

  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 set up a move date on a specific day and time. When they didnt show, I called and they said they moved us later in the day to do another job first. After arriving, they didnt have enough people and one of the movers was terribly sick and had to take several breaks. When paying a company by the hour, this is an abuse of time and money. I also asked weeks in advance if someone could come evaluate our total household goods so we could get a rough estimate. **** didnt show until the Friday before hand and assured us we would be find. He quoted us $214/hour but was never clear on what that meant. On moving day they called extra movers and a third truck was brought in causing our price to sky rocket to over $300 per hour but that wasnt conveyed to us until well after the move was underway forcing us to accept an unaccounted for expense. Movers came and went, it was difficult to track how many at any given time. We paid far more than we should have. They broke a side table and told us a furniture guy would contact us. That was 5 weeks ago. Ive called four times since and keep being told someone will call me. We have over $400 worth of damage and are being ignored. Im a paying customer that hasnt received full ******************** yet.

  Business Response

  Date: 12/04/2022

  
  

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18404236
  
  I am rejecting this response because:

  
  

  **** originally called Peace of Mind moving on August 22nd with the intent to move from her 3 BR, 4BA townhome into my house.  We had decided that to save money, we would only have them move the larger furniture items, which included roughly ***** pieces of furniture.  Three days later, our real estate agent contacted us and said a home that was perfect for us was available and wanted to know if we were interested.  At the time, we were thinking of waiting until the Spring of 2023 before buying a house, but decided to go look anyway.  On August 25th we looked at a home for sale and immediately put a bid on the house.  This was unplanned, but in doing so, we decided that we would use the moving company to simply do a whole home move from my place to the new home.  We called the very next day, August 26th to let them know that we needed a date change.  **** was aware of that and understood that while we didn't have an official date, he would keep up on the calendar and to let him know more specifics once we found out.

  
  

  Shortly after this, I asked **** if **** knew that we had a lot of furniture to move.  A 5 BR, 4 BA house with not only my items but the furniture from her townhome.  We called and left voicemails several times as noted in the call logs below.  When we did get a hold of ****, he said he would be out several times to do an estimate, but he never showed.  We'd call again and he'd do the same thing.  This happened 3 times.  Finally, the week before we were supposed to be moving, I got a hold of **** who stated he would be at the home on Friday, the 7th.  This was days before we had the scheduled move on the 11th.  **** did an entire home walkthrough with me.  I asked him if he had any concerns and he stated he did not.  He stated he would need one truck, possibly two. He never seemed concerned with the items needing to be moved.  He didn't state how many staff he would need, just that his crew would be at our home on the 11th of October on or around 9am.  I then asked him if he could write up a best guess estimate for the move, based on what he saw and he stated he would try to get something written up for me over the weekend.  We never received anything.  

  
  

  With all that said, going back to all of the date changes, our real estate agents told us we needed to have my old house on the market on August 29th and estimated a closing date of around October 7th.  This was because we had an offer given to us on Sept 5th and knew it would take roughly 30 days to close.  The home buyers backed out roughly 6 days later and forced us to put the home back on the market on Sept 11th.  We then received another offer on Sept 15th. We contacted **** to let him know that our dates were changing, beyond our control, to around October ***** time frame due to new buyers putting a bid on our house and having to wait for specifics from the mortgage company on an actual closing date.  He sounded understanding.  Never were we told that the dates wouldn't work, that there would be additional jobs, or that the timing was off.  All he had to do was tell us it wouldn't work and we would have gone with another company that had availability.  Meanwhile, **** continued to assure us it would work out.

  
  

  In regards to the payments we made, **** was told when first calling that the price to move was $214 dollars per hour.  **** never broke that down or explained how pricing worked.  We never signed a contract nor were we ever given anything either in person, mail, or email on how he charged people when moving.  He didn't mention a number of trucks or a number of people.  We were led to believe that was a flat rate across the board.  On the day of the move, Oct 11th, when everything was loaded into the 3 trucks, we then went over the billing.  This included hours with 3 movers, some with 4 movers, and a short time with 5 movers.  This was never disclosed to us nor was there ever a contract signed or reviewed or given to us at any time.  I was taken back by the total of the first day of the move.  We were quoted $1,579 dollars.  They didn't arrive until after 1:30pm on the day of the move and were completed at 5:30p.  This meant I was expecting to pay $214 x 4 hours, totaling around $1,000 dollars.  This was deceptive practice at best and completely threw me for a loop.

  
  

  On the next day, Oct 12th, we had them arrive at the home around 10am to deliver the trucks.  They worked throughout the day, taking a 1 hour break because one guy was too sick to finish and another guy just quit and left without telling anyone.  They had to call in a backup to finish the last items on the final truck.  They finished around 1:30p or so and again, charged us $1,400 dollars for roughly 3.5-4 hours of work.  

  
  

  During the two days of moving, *****, one of the movers, was incredibly sick and had to rest constantly because he was winded and coughing constantly.  On the second day, another "new mover" (can't remember his name) arrived ready to work but was caught sitting in his vehicle for ***** mins stating he thought they were supposed to get breaks.  During both days of moving, I can say I moved items both onto the trucks and off the trucks doing roughly 20% of the workload.  You can get statements from the movers that helped that day.  They were all very nice and somewhat frustrated with the way **** had handled things.  I did this to keep things moving and to decrease the price of the move.

  
  

  After the trucks were all unloaded, I noticed a broken end table.  I said something over the phone to **** when paying the ******************** told me he had a furniture guy that would be contacting me.  I never heard from **** or the furniture guy so I called two weeks later, October 25th and was told he would be calling me.  I never heard so I called **** again on November 3rd.  At this point, very frustrated, I stated if it wasn't taken care of, I was going to contact a small claims attorney.  **** reassured me that if his guy wasn't available, he'd contact someone else.  I still never heard from anyone and decided to place a negative ****** review online as well as file a BBB complaint.  Within 1 hour, **** called me directly asking why I had placed the complaint on ****** and stated he realized he had been calling the wrong number for the furniture guy.  He told me he would call him immediately and that I should hear back from him that evening or the next day.  He then asked if I would consider taking down the BBB complaint and the negative review on ******.  I told him I would consider it but that it wasn't going to happen until our business was fully completed, which meant the furniture was repaired.  

  
  

  We have phone records of **** calling Sept 1st for 10 mins, Sept 8th for 5 mins & again for 2 mins, and Sept 16th for 3 mins, Oct 11th for 1 min, Oct 12th for 2 mins.

  
  

  I called from my cell phone for the first time taking over due to the issues and lack of communication **** was able to obtain.  My first call was Sept 26 for 5 mins.  I then continued to call Oct 3, Oct 10, Oct 11, Oct 25th, Nov 3, and Nov 8.  I have all of the phone calls logged if needed as proof that we did our best in reaching out to Peace of Mind but never heard back or when we talked it was brief and we were constantly reassured things would be fine.

  
  

  **** states he "credited the entire deposit which goes against the deposit policy" however, we never received any credit.  That was used towards the total bill, which is exactly what a deposit/down payment is supposed to be.  We did not change our final move date within a week or so as we already knew the closing date and had given that to **** at the end of the week of September 19th-23rd.

  
  

  **** also states in his rebuttal "we were not aware that this was an entire house move", but that simply isn't true as we were constantly leaving messages with staff (*****) as well as voicemails trying to get **** to come to my home to see what we had.  His delay in this was the issue, not ours.  I continued to reiterate that there was a lot of stuff and we just wanted to make sure it could be handled.

  
  

  **** also mentions "**************************** did in fact contact him and get him scheduled. **** had been contacted by the furniture right around the date he filed this complaint", which is another false statement.  I sent a complaint to the BBB and listed a negative review on ****** on November 14th.  An hour after doing so, **** called me to tell me he had messed up in contacting the furniture guy and that he was going to do it immediately and asked if I would consider bringing down the review and the complaint.

  
  

  **** also mentions "and the furniture has since been completely repaired at no cost to them".  It should be, he broke it during the move.  This wasn't some random act of kindness. This was expected from a company where I paid almost $3,200 dollars to move my home!

  
  

  **** is just as deceptive with his company as he is at writing rebuttals.  His inability to write a rebuttal using proper English is another example of how sloppy he has handled this entire ordeal.

  
  

  It's this kind of deceptive marketing, constant delaying of a walkthrough, and now lies all throughout his rebuttal that has absolutely ensured I'll never recommend this company to anyone.  I'll be happy to post on my social media to avoid this company, and hopefully save someone else down the road from having to live through this kind of ordeal.  Moving an entire home is stressful and ****'s company did anything but give us peace of mind.  

  
  

  In the end, we aren't asking for any compensation from this company.  We simply want a formal writeup on BBB or wherever, that fairly warns others about this company.  They should not be rated highly by the BBB.  I have seen other complaints and negative reviews about this company so I know we aren't the first, nor will we be the last to be negatively impacted by this company.  

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

  Business Response

  Date: 01/18/2023

  See attachment.