ComplaintsforMoving U, LLC

• Initial Complaint

  03/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Moving U LLC, *********************, Owner, has not fulfilled the terms of its storage and moving contract with me although I have paid the full contract amount (over $12,000.00) for storage in ****** and transport of my furniture and belongings to ******, *******. I entered into a storage and interstate moving contract with Moving U LLC, *********************, Owner, in May 2022. Moving U was to load, store, and transport my belongings to ******, **. The terms included that my furniture and belongings were to be kept in a storage unit separate from the belongings of any other clients. On January 10, 2023 when ********************** delivered my belongings to Mobile, he would not unload the truck until he had a cashier's check in his hands, which I gave him. He also wanted additional payment for two hours since he had to wait for the check which I also paid. When my belongings were finally unloaded, I was monitoring and counting the boxes. I immediately noticed there were missing boxes that had been marked "fragile" and other missing items. I tried to talk to Mr. ********** at that time, but he refused and stated that he would no longer talk to me. He also stated that I needed to send an email to *************************. Over the last two months, January 2023 and February 2023, I have emailed Moving U and sent a written letter by **** mail to them in an effort to resolve this situation. In the letter, I also requested the paperwork for filing an insurance claim if my belongings were not located because I paid Moving U $500.00 for replacement insurance in addition to the standard insurance provided. However, as of Friday, March 10, 2023 neither ***** or ************************* has contacted me regarding my correspondence to them. They appear to be totally ignoring my correspondence to them since they have received the money. I have kept copies of all correspondence as well as a copy of the contract, but I will have to mail via **** since I'm not able to upload them.

  Business response

  03/11/2023

  Moving U completed the move in its entirety.   All items that were moved into storage were moved out and delivered.  There is no insurance claim to be made as all contents that were moved into storage were accounted for at delivery.  This has been explained to the customer.  We are not ignoring the customer, there is simply no grounds for a claim.  Unfortunately,  her recollection of what she thought she had in storage does not match what was accounted for upon moving into storage and then accounted for when moving out of storage.  

   

  Per our contract payment must be received at the time of the unload.  She was aware of the terms.  She attempted to use credit cards of others, asking we run them without the physical cards or person belonging to the credit card on hand.  We refused, thus causing a two hour delay in the unload, while she found funds to pay, she was charge during that time as our crew had to wait.

  Customer response

  03/15/2023

   
  Complaint: 19582080
  
  I am rejecting this response because this response is completely untrue.  I have records of items that were not delivered. and video as well of what was unloaded upon delivery.  In addition, I have two witnesses who can testify about what was delivered, **********************'s response and unwillingness to discuss the matter at the time of unloading even though he initially agreed to go through the items with me.  ***** of Moving U clearly does not want to take responsibility for his actions and lack of fulfilling Moving U's  contractual obligations.  Furthermore, as noted in the complaint,  Moving U has not bothered to communicate with me regarding this matter despite my having sent emails and correspondence via USPS.   
  
  Sincerely,
  
  *************************************

  Business response

  03/21/2023

  I understand that the customer thinks her items were placed into storage and resided in storage for approximately 6 months, but there is no record of those plastic bins going into storage.  Yes, she has witnesses who were there during the unload and she did video parts of the unload, but that unfortunately does not provide anything to validate her concern, because there is no record of the those bins going into storage and everything that was in storage was delivered.

  Customer response

  03/27/2023

   
  Complaint: 19582080
  
  I am rejecting this response because Mr. *********** Moving U, is gravely mistaken.  He was not present at any time during the day his employees/coworker loaded my belongings onto the truck.  I do have documentation as well as his own workers if they are still employed with him who can confirm what was loaded.  It is Mr. *********** Moving U, who has no evidence to prove his verbal position and disprove my complaint.  And so far, he has only responded with words of accusation.  In the meantime, I would like to know how to contact by telephone or by mail the BBB that is handling my complaint so that I can submit my evidence.  I prefer not to submit via the public computer that I am using for this communication.  Mr. ********** states that "I think" items were loaded.  No, I know and documented the items that were loaded.  I realize Mr. ************ business documentation is severely lacking, but my documentation is not.  I would also like to note that Moving U's business address listed for ********** is not accurate.  According to the leasing office for that complex, Moving U is no longer leasing that space, plus as I've previously mentioned, Mr. ********** refuses to try to resolve this matter with me face-to-face.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This moving company brought in one of my pieces of furniture from their truck, and when they set it down on my new ivory carpet, it left a black, sooty stain. The moving crew told me the damage should be covered, and that I should talk to their boss ***** about it. After several text messages that include photos of the stain and details about how it occurred, ***** agreed to reimburse me $146.06 for having the stain professionally treated. He has never sent the check/Venmo, and he's no longer answering me. I'd like the BBB to step in to help me get my reimbursement for the carpet cleaning.

  Business response

  12/07/2022

  Hi-

  We will certainly honor what was discussed with ***********  Unfortunately, we was out of the country for a month from Oct - Nov, thus he was not receiving his text messages.  This is just a friendly reminder to everyone, please try all forms of communication to reach a company.  We could have resolved this immediately had the office received a phone call (please note without leaving a voicemail the call does not count), email or even a message from the company website.  Unfortunately, none of those listed options were used, so you had to wait and thus become frustrated, and I totally understand your frustration.  Just please keep in mind for the future, for any business you my be contacting try exhausting all methods of communication.  I will contact you directly and gather the information needed to send you a check.  

   

  Thank you,

  Chandra 

  Account Manager

  Moving U

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

  Customer response

  12/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear BBB,I am filing a complaint against Moving U for losing many of my items they had in storage. I have attempted by text, email, and phone to resolve the situation but they refuse to respond. In addition to my losing items, I also ended up with items from other people. They also refuse to help locate the proper owners. Also providing further evidence that they made a mistake with the move. I am missing the following items which are in excess of $1500 value:Power tools -Circular Saw -****** Cable Cordless drill and battery -****** Cable Cordless impact driver and batter -Orbital Sander Hack saw Garage broom Washer / Dryer hook up Glass shelves for bookcase (which renders the piece non-useable)Wusthof Kitchen Knife set and other various kitchen items

  Business response

  09/07/2022

  This individual was moved out of storage in 7/5/22.  All items that had been moved into storage were moved out of storage.  This individual was the only one in storage, I have no idea what box of items could belong to someone else, nor has anyone contacted us.  On 7/30/22 we were notified of lost washer dryer hook-*** and  two missing glass shelves.  That is well past anytime that we are responsible for any "missing items" also everything was moved out of storage, it was left empty on 7/5/22.  Then an additional month later on 8/29/22 this individual informed us that they are missing their power tools.  Then on 8/30/22 we were informed that their knife set was missing.  I instructed this individual that they would need to contact the police to make a claim of stolen items and we would cooperate with the authorities, but we are not responsible for any items as it was nearly two months after the move date and we have no idea what may occurred to the items in those two months.

  Customer response

  09/13/2022

   
  Complaint: 17807708
  
  I am rejecting this response because:

   

  The information provided by Moving U is both inaccurate and dishonest.

   

  1.  We were never given a time frame to report missing / damaged items.

  2.  We had Moving U move our items into our new home on July 5 but we left that day to return to our rental and did not enter the home again until July 18.

  3.  Moving U misrepresented my attempts to contact them:

   

  --July 20, 2022 (less than 48 hours after taking occupancy of the home) I contacted ***** by text on his cell phone July 20, 2022  to let him know we had issues with the move.  He did NOT respond.

  --August 14, 2022 I reached out by email documenting my concerns.  No response.

  --August 24, 2022 I contacted ***** by text to respond to my emails or call me

  --August 29, 2022 I again reached out by email.  No response.

  --August 29, 2022 2:03 pm I call *****'s personal cell phone.  No answer.  I left a detailed voicemail message.  No call back.

  --August 30, 2022 I made a final attempt by email to let them know I would pursue further action.

   

  The only communication I received was August 31 email from ******* that they did not have my items.

   

  They did not deliver all of my items.

   

  Items were damaged.

   

  I am missing glass shelves from a bookcase.

   

  Additionally I received someone else's small box of memories so clearly they mixed up items with someone else's move, proving my assertion.

   

  After having used their services twice in the past I am extremely disappointed and entitled to compensation.

   

  -

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

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have attempted to seek response or relief for the damages caused by the companys workers during our move from ****************************************************** to *************************., ******** on 9/06/2021. We waited patiently for the owner to fulfill his word to us that he would resolve the issues amicably. He had come to our home and gave us his personal estimate of the cost. However, when the move was completed, the charges increased to $6090.00 from the original $4,511.25. This increase in cost appeared to be the result of at least half of the crews constantly not working for many hours. We even found two of his loaded trucks pulled off of Alameda on a side street, allegedly because they not know the location of the new property. The workers pinned my wife into a position from which she could not escape without their assistance as she attempted to help facilitate the move-in. Despite all our efforts to remedy the situation, , his only response continually was that he needed more time and that he would return our requests for a decision and a timetable to complete the repairs. He would not respond when he told us he would. He told the handyman that he would not pay the $1,000.00 bid for the repairs and painting of the stairwell walls, trim pieces and handrails damaged. We left him a message to come and see the extent of damage, However, again there has been no contact nor responses to our calls since that date. The additional damage and destruction by his movers requiring full replacement of parts or for complete unit replacement are a damaged ** Refrigerator (stainless steel French doors damaged, AC power cord ripped out and likely compressor damage due to improper handling or transport, an antique lamp (beyond repair), replacement of shattered glass dome ceiling light cover, replacement of file cabinet (not repairable). Our beds were assembled incorrectly as well. He has not fulfilled his promises.

  Business response

  07/12/2022

  We are willing to work with the customer but are not willing to provide full replacement for items, as there are options provided to purchase additional valuation coverage, and it was not purchased.  We are willing to work with the customer in a reasonable manner on damages.  We are not refunding anything on the total move total.  It was not a binding estimate and unfortunately when one is not fully ready and prepared for the movers, the move will take longer, thus costing more.  We are very reasonable and are willing to work with the customer, unfortunately we have not been able to come up with a reasonable resolution for both parties.

  Customer response

  07/17/2022

   
  Complaint: 17240980
  
  I am rejecting this response because:

   

  The company has not been truthful in its response.  We have documentation and witnesses to prove our responses are accurate.  Additionally, despite our previous requests ***** , owner, has not responded to us as he told us he would; therefore, despite our request for alternative relief actions provided by him, neither he nor the company has EVER offered any type of resolution.

  We currently are working through the *** to arrange a mediation meeting.  We believe that the BBB will mediate the meeting.  We trust that our documentation and witnesses will assist the mediator to make a reasonable decision regarding what must be done.

   

  Thank you for processing our complaint.

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

  Customer response

  08/17/2022

  We are currently in the process of setting a date for mediation.  We have offered our dates of availability.  ***** (BBB) is attempting to get response from the company.

*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. ↩