ComplaintsforLegacy Moving LLC

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially used Legacy Moving Company without any issues, so I decided to hire them again. Unfortunately, this time the movers damaged my brand new bed. I immediately reported the damage to the owner, ******************************* of Legacy Moving LLC. After they received payment, ****** asked me to send pictures of the damage and the receipt for the bed, which I did.What followed was six months of frustration as ****** dodged my calls, emails, and text messages. Desperate for a response, I pretended to be a new customer, and unsurprisingly, he was eager to take my call. When I brought up the damage, he acknowledged the situation but offered a mere $40 for over $400 in damages.I will NEVER use this moving company again. *********************************** lack of professionalism and maturity is not worth the risk to your possessions.

  

  Business response

  07/08/2024

  *****, thank you for sharing your experience. We sincerely apologize for the inconvenience caused by the damage to your bed during your move.
  
  We take great care in handling our customers' belongings and regret any damage that occurred despite our best efforts. As part of our standard procedures, we offer insurance options to cover such incidents. In this case, you chose our free insurance option which covers items at a rate of 60 cents per pound. When you reported the damage and provided photos and receipts, we followed up with the appropriate compensation based on this coverage.
  
  We understand your frustration and regret any miscommunication or delay in our response. We strive to handle all customer concerns promptly and professionally. However, we acknowledge that there was a breakdown in communication regarding the resolution of your claim.
  
  Please know that we value your feedback and take your concerns seriously. We will review our processes internally to ensure better communication and resolution in the future.
  
  Again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention.

• Initial Complaint

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello Sir/*****,We were supposed to move with " Legacy Moving " in 4/23 but the move was not completed due to the following reasons.*** mentioned in conversation with the scheduler we specific ask for the movers to have a clean background check since I am moving from housing located on the military base installation.The company were 100% confident that none of their employees would have trouble going on the base. On the day of the move not only they arrived ******************************************************************************************************************************************************************************* which wouldn't pass the background check to go on the base.I have emailed Legacy Moving regarding the refund 100$ of my deposit since their service were not acquired on the date due to their miscommunication. There haven't been any respond from their part ever since. Please refund our deposit of $100 since your company did not do any service.

  

  Business response

  07/05/2023

  To whom it may concern,

  We have tried contacting Alexandria and left a voicemail for her confirming that the $100 deposit has been refunded. Please see the attached photos. 

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Jan 2023 I hired Legacy Moving to move my belongings from ******, ** to my new location in **************. During the move the movers damaged a bed frame that was valued at over $3000. Immediately after the incident the company promised to make things right and cover the damage. After multiple attempts to get the company to pay for the damages I finally got the owner to agree to pay $384 for the damages that was in accordance with their moving policy. They said the check had been mailed but still to this day it has never arrived. I have attempted to contact the company multiple times yet they refuse to write me back.

  

  Business response

  05/01/2023

  To whom it may concern,

   

  This is ******, owner of Legacy Moving. As of Friday, April 28th, we have sent two separate checks in the mail for reimbursement of the damaged bed to ***************************. The most recent check was mailed at 4:21pm on April 4th, 2023. We sent an email one day later at 12:54pm on April 5th confirming that the refund check was mailed. We have not received an email, text message or phone call confirming if **** received the refund.

   

  Please see the attached photo and video proving that we sent the check in the mail as well as the email confirmation. 

   

  Thank you,

   

  ******************************* Owner Legacy Moving LLC

  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: June 10th, 2022 Amount Paid to Business: $928.40 (includes tip I think)Amount Quoted from Business: $460.29 Nature of Dispute: ********************** Moving a ******* sq. ft. 1bd apt.Other Details: No resolution from business (spoke to customer **************** Took a 3-4 weeks to speak to owner Discourse details: Business states the estimate that was signed is more for the terms and conditions & not the estimated cost. Business states certain situations can cause delay. Justification(s) for delays: it took the movers longer to wrap/protect furniture. Walked through the other items they listed in the document attached as situations that would delay a move. All items covered were made convenient for the movers and/or not applicable during the moving process. Inaccuracy of items to be moved. No action taken to determine if this was a factor. Inventory item #8 in the document attached were discarded before the move though. The following ******************** were presented to business: Why was timing & cost included in a document that is more about ******************* Since cost was included, doesn't the signature also signify agreement to that too? Why is there a charge for the movers taking longer with wrapping/protecting (a service the Business acknowledges as a customary service) furniture? It is perceived that job was underestimated or there was a misallocation of resources. It was communicated that what is outlined would help keep things quick & less expensive.

  

  Business response

  07/20/2022

  To whom it *** concern,
  

  
  This is ******, owner of Legacy Moving LLC. We provided moving services for *************************** on Friday, June 10th, 2022.
  

  
  The original quote given to ******* was for 2.5 hours of labor with a total estimated cost of $560. Once ******* paid the $100 deposit, the remaining balance on the quote came out to $460.
  
  

  As stated in our terms and conditions, Any quote or estimate that Legacy Moving LLC gives to the customer is an educated guess and should not be looked at as the final total of the ****. We will give the most accurate and detailed quote possible with the information the customer provides. However, through the nature of moving, more items and extra tasks often take place as part of the move. Therefore, always budget for more time due to the fact things do not go as planned and many factors weigh into how long a move can take.
  
  

  As a moving company, we cannot guarantee the exact number of hours a move will take due to a number of factors. Please see below the number of factors that *** make the move go faster or slower listed in our terms and conditions:
  
  

  Estimates: Please be as specific as possible when providing the list of furniture and household goods. This will result in an estimate that will be most accurate. Please consider these situations that are out of our control and *** change the estimated time. Examples are but are not limited to: - Elevators and door codes 
  - Long hallways 
  - Items not listed in the descriptions given to us 
  - Items not boxed properly 
  - Weather/traffic 
  - No itemized list 
  - Customers not prepared to move
  - Complicated access to loading or unloading the moving truck 
  - Unsanitary conditions
  
  

  After speaking with the movers who handled ********* job, there was a larger number of household goods than given on the inventory list, stairs at both locations, and an elevator at the first location which made the move take longer than we had estimated.

   

  ******* agreed and signed the terms and conditions/quote form as well as the insurance form.
  
  

  Please see the attached signed terms and conditions form as well as the signed released value option insurance form. 
  
  

  We have attempted to resolve the situation by sending a professional handyman to repair any items that were damaged during the move as well as refunding a total amount of $148.20.

   

  If you have any questions or concerns resolving the situation, please give us a call at ************** or email us at *************************************** You can also reach me at my personal phone number at **************

  Customer response

  07/29/2022

  Hello,
  
  I am reaching out to add more details to my complaint #********.
  Please see supporting documents attached.

  Customer response

  08/22/2022

  Hello,
  
  While I am dissatisfied, there are 2 items that the Company has not fulfilled. They have not deposited the damage insurance (amount of $148.20) nor have they sent a handyman to repair other items that were damaged in the move. These are things that were discussed via email & over the phone.I would like these to be resolved.
  
  Thank you,
  
  *********************
  

  
  

  

  Business response

  09/27/2022

  To whom it may concern,

   

  This is ******, owner of Legacy Moving. We just emailed ******* today responding to his two requests.

  Please see the attached photos.

   

  A check for $148.20 will be mailed to the customer once he confirms the correct mailing address and we are working with him on a day when both our handyman and ******* are available to repair the box spring and clean the debris from his mattress. 

  Customer response

  10/03/2022

  The business has reached out to resolve the issue of receiving the insurance check & scheduling a handyman. They have told me the check is in the mail. We are trying to schedule a time with the handyman. So it's not completely resolved yet.

  

  Business response

  10/11/2022

  We have sent the refunded amount to ******* by mail. He should have already received the check.

   

  We attempted to send the handyman to repair/clean the mattress and box spring however ******* had not responded back in time so we are in the process of rescheduling to a new day. 

  Customer response

  10/18/2022

   
  Complaint: 17588826
  
  I have received the insurance check. We scheduled a time with the handyman, but he notified us on the agreed upon date that he could not make it. In the process of rescheduling.

  I am rejecting this to also resubmit a document that was supplied in earlier, direct communications with BBB. I was under the impression this would reopen my ticket & be considered. Not everything in document was addressed. It is attached.

  Thanks,
  
  ***************************

  Customer response

  10/24/2022

  Insurance check has been received.
  Handyman appointment was scheduled. Handyman has repaired & cleaned items that needed attention.

*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. ↩