ComplaintsforGreen Planet Movers LLC

• Initial Complaint

  06/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted with a broker (Alliegance Moving and Storage) to move us; they contracted with Green Planet Movers. We elected not to purchase supplemental insurance assuming that our possessions would be well cared for by professional movers. Our belongings were delivered on 8/20/22 and much of it was damaged. Glass was broken, we watched several items be dropped and damaged, furniture was soiled or destroyed, items labelled "fragile" were placed at the bottom of huge stacks of boxes and items in these boxes were broken. The company has been poor at responding to our attempts to communicate with them. We filed a claim and have sent detailed lists of items to the company and our broker has reached out to them as well with no response except for a laughably inadequate offer from the insurance. We feel there has been a breach of contract because of the careless and negligent handling of our possessions. We have moved ourselves over 14 times and have never had any items broken; this is the only time we've used "professionals" and were appalled at the blatant disregard for our possessions and our concerns.

  Business response

  06/14/2023

  As explained to this customer we must have them file a claim based on the coverage they opted for, this happened before we were ever involved. We received one letter from them via email and responded promptly outlining the next steps for a claim and why we could not just purchase them new things. The broker did not reach out to us with no response, I see that we only ever received one email from this customer's broker which we also replied to promptly. I wish there was insurance on this move, as then we could have taken the proper steps to open and inspect the items being moved, and packed them professionally. Without that however, we are totally unaware of the boxes contents or condition and as such cannot properly process them through insurance.

  Customer response

  06/15/2023

   
  Complaint: 20139033
  
  I am rejecting this response because:  we did file a claim, as Green Planet stated (and as we stated in our original complaint), and the offer on March 22 was totally inadequate, as we also said in our complaint. On April 11, we spoke with our broker, who called the customer service representative at ******************************************* and left a voicemail and also sent an email asking the representative to respond directly to us within the next day. This never happened. We are adamant that this company was negligent in the handling of our possessions, and we feel there has been a breach of their contract with us. That has nothing to do with whether we purchased insurance or not, and is not about them "buying us new things." Most of the items damaged were larger pieces of furniture that were not in boxes - though they did destroy many of our boxes as well. Their argument seems to be that we should have bought insurance so that they do not have to uphold their end of the contract - which is to treat our possessions carefully and professionally. We reject that premise.
  
  Sincerely,
  
  *******************************

  Business response

  06/20/2023

  The only photos of damage Green Planet ever received from the customer were seven items, one of which was a dented plastic tote. We moved a total of 380 items for these customers. The damages reported to us are about 1.5% of the items. Any damages are too many damages, and we did review these matters with our crew to ensure we reduce the rate of damages. We are sorry for any damages caused to items during moving, however we are confident we upheld our contract and to claim a "breach of contract" is a far fetched claim to say the least. From our company to our customer, we are deeply sorry for any damages caused. You must file claims through the means provided to you previously as we are regulated by federal law to do so. Outside of that the customer may choose to file arbitration through the BBB and we can review it further through that route. I am sorry we cannot assist them further.

  Customer response

  06/27/2023

   
  Complaint: 20139033
  
  I am rejecting this response because: We originally reached out to Green Planet with our complaint in August 2022. **************** Manager **** sent ** claim forms saying that we had to file a claim and asked for a few photos. I sent those on 8/23 stating that we had plenty more if he needed them. **** - nor anyone else at Green Planet - never responded to that email. We sent a file that included a letter, in excess of 60 printed photos and 9 pages of claim forms detailing damage to over 30 items including bureaus, desks, recliners, corner cabinets, bicycles, and art (the last three items we saw being dropped) to the insurance company on 2/2/23 because that is what we were told to do. We received a letter dated 3/22/23 from the insurance with their inadequate response stating how little they took responsibility for. On April 11, we called Allegiance (the broker) for their help; we talked with a supervisor named ****** who called her contact at GP named ********, who ****** said was the dispatch coordinator handling escalation. She did not answer her phone; ****** said she left a voicemail and sent an email requesting a prompt response back to our complaint. We never heard from anyone.

  We understand that federal law limits liability for certain items but believe Green Planet is hiding behind this law to ***** responsibility for the highly unprofessional ways in which we as customers and our items were treated.  Whether or not you have "talked to your crew," this does not help us recover from an ongoing terrible experience and the complete lack of response on Green Planet's part to our multiple attempts to resolve this conflict. Ultimately, you are saying that the financial responsibility for Green Planet's lack of professionalism lies with us. We reject this argument wholeheartedly and are adamant that Green Planet's behavior constituted breach of our trust and of the contract with us.
  
  Sincerely,
  
  *******************************

  Business response

  07/25/2023

  We do accept liability for damages that occur during moving, however since the customer did not accept or seek additional insurance for this move as instructed by their broker and their estimate we are limited in liability to 60 cents per lb per article. This is a federal regulation.  This customer would need to speak to their broker about anything handled prior to pick up, the liability options included. As for the broker calling someone named "*******". There is no ******* that works here at Green Planet Movers. As far as we are aware, no such call occurred. They can reach out to us at any point, but likely have not as they understand the federal regulation surrounding moving claims. The broker is well aware that we must have the customers file claims this way in such a case. We are sorry but we cannot assist any further in this matter.

  Customer response

  08/02/2023

  Here are the facts:

  We hired Allegiance Moving and Storage to move us from ****** to ********** last summer. 

  Allegiance, as our broker, chose Green Planet to do the move. They informed us of their choice several days before our move, leaving us with little time to do research on the company or suggest a different mover.

  Upon arrival, many of our possessions were damaged or destroyed.  We witnessed movers unpacking the truck with little concern for the safety of our possessions, including behaviors such as dropping items and competing with each other about how much weight they could carry in a load.  Green Planet and Allegiance together did not live up the contract we signed to move us. For one small example, even though we were required by the contract to purchase mattress covers, these covers were not used for any of our four mattresses or box springs.   Our mattresses and box springs are now stained, but for some reason are not covered by your insurance.  We have already documented many other examples of blatant disregard for our possessions.

  We have done what was asked of us in terms of submitting photographs and descriptions, as well as documentation of all our interactions with both companies.

  Both Allegiance and Green Planet continue to hide behind federal law about amount of liability coverage instead of taking personal responsibility for your lack of professionalism.  You have not lived up to the terms of the contract we signed with you. Our decision to not purchase insurance in no way excuses your inability to perform with professionalism and care. We do not understand your unwillingness to stand behind your work and were hoping for much better from people whose business relies on reputation and integrity.

  We expect you each to do the right thing and make us a reasonable offer to put this move to rest.

• Initial Complaint

  01/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contracted Green Planet Movers to move our furniture/personal belongings from ******, ** to ********, **. Move was completed 06/04/2022; the mover had ** sign a bill of landing prior to inspecting goods under the pressure that he would only leave our house after we signed bill of landing and under the false assurance that contact only stated he personally did not damage any of our furniture. When we asked about inspecting our boxes prior to signing, he emphasized that was unnecessary given that the bill of landing only pertained to the portion of the move from truck to our house and that if we had broken items we would need to take this up with Green Planet Movers.Upon opening our personal items and inspecting our furniture, we found many items broken or damaged. We reported this to Green Planet Movers (including documentation) and based on bill of landing the contracted group that handles claims for Green Planet Movers only agreed to pay us per pound of damaged good.We reached out to Green Planet Movers to settle this contractual issue, and they suggest we file a formal complaint.

  Business response

  01/20/2023

  The driver was correct, and the customer signing the Bill of ****** had no effect on how these reported items were processed for claims. During booking with a company called ************************ the customer opted for "Limited Liability Coverage". The other options were outlined on their estimate, and please note this was not our company. We were contracted by them to move their customer operating on their outlined contract. The customer also signed for the limited liability on our paperwork at the time of pick-up. As outlined by the *** and FMCSA the limited liability amount of coverage in $0.60/pound per article, depending on total loss vs. loss of appearance. The customer can contact their booking company if they feel this wasn't explained to them, but it is outlined thoroughly on their estimate we received from Trinity.This customer must file claims with Anthem Claims based on the limited liability amount they opted for.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Green Planet Movers moved my household goods from ****** ******** to ******** ****. In the process of this move Green Planet was extremely negligent in the handling of my items causing thousands of dollars of damage, including the items that are one of kind and can not be replaced. We know that the law governing interstat4e moves limits their liability, however, we find their actions to be so egregious that additional compensation is justified. If no additional moneys can be offered, we wish to make the strongest complaint against Green Planet to spare others who might suffer similar damage.Relevant paperwork is attached.I stand ready to discuss this in greater detail at your convenience.

  Business response

  09/06/2022

  This customer reported damages to us but all that was reported is some damages to some tables and workbench. As we explained to the customer we are very sorry to hear that damages occurred, and per his opted limited liability through his broker, we would need to have him file through the limited liability option he chose. He was offered varying levels of coverage but I can only fulfill claims based on what he opted for. As for negligence, nothing he informed us of indicated any negligence. If the customer has any further information that points to this please have him contact customer service by calling ******************

  Customer response

  09/12/2022

   
  Complaint: 17807589
  
  I am rejecting this response because: I am rejecting this response because I feel that Green Planet movers has been extremely negligent in the handling of my move.  I understand there are statutory limitations that they can hide behind but that does not excuse their seeming deliberate damage of my property.  I previously sent a package with detailing the damage.  These I sent to their claims management firm as well.  As you can see from the pictures I sent previously, there is damage that could only have occurred due to extreme negligence and valuable property was destroyed.  I seek recognition of these lack of care and a proper financial recovery from Green Planet Movers.  Failing that I expect the Better Business Bureau to take action against Green Planet to insure that others are not subjected to the same treatment I have received.  I have attempted to include the pictures and write up I have sent before but I get a rejection when I try to send them.  I don't know why. if you need additional information from me please let me know.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely dishonest, unprofessional and dishonest! I was first given one price by a guy. The next day when I try to reserve I'm given a totally different price increased by $60 per hr. I still agreed. Then they changed my move date and gave a time of 1pm. The "owner" "***" calls the next day and acts as though he is doing me a favor to move the time up to 8am. When I politely refuse he gets an attitude. The day of the move they show up FOUR HOURS LATE WITH A VAN!! I reserved 3 men with a TRUCK! "***" acts as he is doing me a favor by taking 10% off. He doesn't care that this huge delay costs me over $350 in fees to the bldg. for starting after business hours and going until 1am, yes 1am! Because of multiple trips. "***" then charges an enormous amount and threatens to seize my property if I don't agree to pay. At the end I still thank the workers and give a $200 tip only to discover: 1 my 65in TV is cracked(despite me buying multiple tv/mirror boxes that the crew didn't want to use and assured me the tv would not be damaged), they lost the screws and shelf placers for my work desk and by far the worst they STOLE A BRAND NEW ******* GALAXY S22 that was gift. Despite it all, I simply asked the phone be returned. No questions asked, no complaints, no police, no ICE. After what felt like ***** bickering with "***" , I realize I have insurance so I ask he simply reimburse my policy deductible and I'll replace the phone. His response? He goes back to his original stance, to just literally make up lies. Suddenly I was handed nails, there was no phone and he has proof. It was so ridiculous it was clear at that moment I was dealing with a complete unscrupulous individual.

  Business response

  07/21/2022

  This has to be for a different company. We don't have any customer by this name or under this email or phone number. When reading this complaint I also note that there is no "***" that works here, nor do we own or use any moving vans. We use box trucks and semi-trucks only. This is most certainly meant for a different company, this is not us.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was hired to move us from ******** to *****. They left before we did a final walk through. Upon going through the house after they left on the 1st of march, i found damage to a door and walls and carpet[already had some damage to it]. I called the company to let them know and they asked for pictures. We were already a day late because they didnt bring an appropriate truck,so we then immediately left on our drive. I sent them pictures on the 5th. They are claiming existing damage and will not talk to me or offer any assistance to me to cover any of the repairs. They refuse to deal with me, as they have already been paid over ******** and the move is complete. All we have left to do is file a claim with a different company for all of our goods damaged in transit and some due to their poor packaging.

  Business response

  04/15/2022

  We did perform a final walkthrough. Attached to this response is the pick-up paperwork and you can find at the bottom the "Pick-Up Completion Check List" signed by the customer confirming a final walkthrough was performed. Most of the reported damage looks like it existed previously or was caused by the customer. We will not be repairing these reported damages. 

• Initial Complaint

  03/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was hustled money by the ***************** to unload my stuff off the truck when I said I didnt want to use them. He demanded cash to get my stuff off the truck still in my driveway that he loaded without me saying I was going to use their service. It is a broker scam, this company is involved with! They also have several illegal immigrants working under the table from the message I received today from the boys working with the lead guy. The boys were likely ***** and probably not legal by their scare when I called the police to come.

  Business response

  04/01/2022

  This customer signed an agreement with us on-site before we could even start lading their goods. In addition, we welcome anyone to come check our employees legal status. Just because an employee was not originally from America they assume they are here illegally? We have nothing to offer this customer, they are upset because they received a bad quote from a different company and are taking it out in a bigoted manner on our employees on-site. There will be no refunds issued.

  Customer response

  04/01/2022

   
  Complaint: 16951882
  
  I am rejecting this response because:
  This is an inaccurate representation of what happened. My entire cul de sac can vouch for the actual incident. **** demanding cash payment for my own things in my own driveway after i addressed many concerns. The least of which being the other movers who I repeatedly thanked because THEY did do their job and were great. **** did not, he is unethical, as Is his boss who would not speak with me when I wanted to go over the discrepancies. 
  
  Sincerely,
  
  *******************************

  Business response

  04/15/2022

  I am sorry to be this ***** but this is a lie. I have signed contracts, recorded calls, and saved emails that this customer agreed to pay the delivery balance in cash, cashier's check, or postal money order. We do not "demand" one of these payment methods over another. She also agreed to pay the remaining balance at delivery prior to the truck being unloaded. I do not have an ability to address this customer's concerns as they are invalid. We performed her move exactly as her paperwork and agent explained to her we would. We did not change any policies and we certainly didn't demand cash. We have no other response to this misleading accusation. 

  Customer response

  04/15/2022

   
  Complaint: 16951882
  
  I am rejecting this response because:

   

  I am letting the authorities handle this, they are investigating this along with other customers experiences and claims. I appreciate the BBB, but this is beyond the scope here. Just be careful with moving companies and if you have questions about this one, check their ******** and other reviews unless they have deleted their account to hide them. 

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

• Initial Complaint

  02/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was quoted an amount to move from ******* to ***********, **. The day the movers showed up, they said it was going to be another ******* for the items to be picked up. I didnt have that money available so I had to leave half my belongings behind. Fast forward to being in ***********- Green Space says I owe another ******* for delivering my things. Im a widowed mother of 2 young children and cannot afford this kind of deceitful business. They have lied to me from the beginning- when I try to call and get some help- they are either very vulgar or just hang up on me. According to the phone operators- theres no number for the owner and the managers just hang up on me. They should not allowed to be in business. I would like someone to call me in regards to this Complaint. Thank you.

  Business response

  02/16/2022

  This customer booked through a broker that in turn asked us to assist, we were available so accepted. We received a quote from them of 286 cf volume to be picked up, when we arrived there was much more than the quote. We offered a revised written estimate and worked with her on-site to determine what she wanted to take and what she wanted to leave. Certainly her choice, we did not need to move forward with anything without her approval. Her quote was way off afterall, we have to leave this up to the customer. After she had approved what she wanted us to take, the final volume was 550 cf which the customer agreed to and signed for. Come time for delivery we contacted the customer to confirm that we were loading for delivery to head to *******, supplied her an ETA window of arrival, and confirmed the remaining balance due at delivery of just under $1400 as the customer mentioned. The customer confirmed she was ready for delivery and we loaded the truck and headed for her delivery location. We arrived in the window confirmed by the customer during loading and contacted her the day before our arrival to confirm we would be there for delivery the following day. When we arrived the customer refused delivery due to remaining balance due, even though we confirmed this with her prior to departure. We informed her via email and phone call that since she confirmed delivery, if we were turned away that day there would be a storage and re-delivery fee to schedule a new delivery, since we would need to now store her items and send a truck and driver all the way back a second time. She stated that she would just need to accept the re-delivery and hung up on my office. Re-delivery fees were quoted at the cost of $1100 and storage $330. It seems the customers complaints are aimed at us but are meant for their original booking company, as they are the ones that built the quote with the customer. Unfortunately my company doesn't even have the ability to review the calls and emails during booking as we are a separate company. We have asked them to contact this customer, and have expressed this to the customer as well. 

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern,MOVERS BEWARE I signed up for a move and was sub contracted to Green Planet Movers by ****************. Moving from ******** to Virginia. The experience with Green Planet Movers is more than displeasing. Absolutely a crooked company. My original quote for the move was approximately $2800. When Green Planet Movers showed up on site, it ended up costing an additional $****. I had the option to cancel (and lose my deposit, about 50% of what I already paid) or continue with the move. I decided to continue with the move, which in their defense there was extra boxes, however I truly can not justify for that much of an increase after their movers were on-site for literally 5 minutes and "guessed" how much more cubic feet there was. I tried contacting **************** and Green Planet Movers but could not get any assistance or a itemized detail of the additional cubic feet. Furthermore, before the move was finalized, I ended up having to change the address to a local move approximately 30 miles from the original pickup destination instead of the approximate **** miles to Virginia. I informed both Green Planet Movers and ****************. I was informed that Green Planet Movers would only take off approximately $200 from my move for changing from a long distance move to a local move. This is absolutely absurd. I spent HOURS talking with both **************** and Green Planet movers on continuously resolving issues during this move. **************** finally reimbursed me about $300, but regardless this move went to about double in expectations from the beginning with NO OPTION to leave without losing money. The time, headaches, grief, and dissatisfaction both of these companies has caused is unimaginable. The move was from a single 1 bedroom 1 bathroom apartment and the boxes / items only took up the space of about 1/4th to 1/3rd of a single car garage. On top of everything else, boxes arrived damaged, a few boxes were missing.

  Business response

  11/05/2021

  We would have preferred this customer cancel the move on-site with us if his quote was this far off and he did not want it to increase. We were contracted by his broker and only sent the quote they agreed to with the customer. This is what we showed up with. The customer says we "guessed" what the difference was. Yea, we walked through the home looking at everything not on the estimate he built with his broker and we estimated, I suppose another word is "guessed", what the total volume would be. It sounds like his complaints should be addressed with the broker he booked with, the company that underquoted him. 

  Customer response

  11/05/2021

  I did not know that I was being sub-contracted to Green Planet Movers until Green Planet Movers called me the day before, I did not have any option to cancel, when Green Planet Movers arrived I was given the option to either pay their "guess" amount of the total volume after a 5 minute inspection and continue with Green Planet Movers or cancel and lose 1/3rd of the overall money I had already paid. I requested a detailed itemized list of the volume difference on-site to support their "guess" and they were unable to provide. I tried contacting Green Planet Movers while they were on-site but was denied speaking to the agent that called me the night prior (****). I was also advised by **** (Manager) that Green Planet Movers would "re-evaulate" the items in storage compared to their "guessed volume" and would receive a call back regarding this - which I never received. This is an unacceptable response from Green Planet Movers. 

   

  Complaint: 16084238
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Business response

  12/02/2021

  We came to pick-up this customer with a quote from another company. Of course the customer could cancel with us at any time, we are a business. The guess the customer mentions is actually called a "revised written estimate" and is required by federal law for us to fill out if the volume or inventory increases. Since we were supplied with an estimate that includes the estimated volume and inventory list, it shouldn't take more than a few minutes walking through the pick-up location to determine if the items are increasing or decreasing. The final volume is found once the truck is loaded and supplied to the customer on-site in their **** of Lading form.

  Customer response

  12/06/2021

   
  Complaint: 16084238
  
  I am rejecting this response because: I never received a copy of the final volume, I apologize if I am overlooking this - however from all correspondence that I have attached to this case, I do not see a final volume / **** of landing. As far as the "cancel" - yes, I was given the option to cancel and lose over $**** at pickup that I already paid, this is unacceptable. Regardless, the company fails to address the main concern of this complaint which is how only a few hundred dollars was reduced from over $4,000 + for a move that changed from ~**** miles down to ~35 miles is absurd.

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

  Business response

  12/16/2021

  This customer would have received a "revised written estimate" to be signed if volumes were increasing. After the initial pick-up customer would have been left with a "**** of lading" and received an email from my office the following day with the updated information. Please have the customer reach out to my office by calling ****************** and request copies. As for the claim to losing any money from canceling, this customer booked with a broker who took the deposit. They would also have the option to request a different mover from the broker, but I cannot comment on their policies concerning cancelations as I do not work at that company. Nor did we take any deposit from the customer. 

  Customer response

  12/21/2021

   
  Complaint: 16084238
  
  I am rejecting this response because:
  

  The business still has not addressed the main concern of absurd prices from the move changing from a long distance ~**** mile move to ~40 miles.

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

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have filed a complaint with the broker for this company. Both the broker and the actual moving companies have totally taken advantage of us. First, we are relocating from CO to VA because my fiancé is a quadriplegic. The broker lied, kept information from me, and my estimated 2500$ went to $4200. They changed moving dates twice, and I understood. Then, just today, 20 hours before the move, they tell me there is now a $300 shuttle service as I am on a 2 way street with no street parking... I am on 1.5 acres of grass with an enormous gravel driveway that is bigger than my house alone. There was NO clause that told me they would not deliver on GRAVEL. Here is the only clause: "Drivers must have the ability to park within 75 feet at both  the origin and destination points to avoid long carry charges... If the tractor trailer cannot park within a  reasonable distance, shuttle services may be required.

  Business response

  10/12/2021

  *******,

  As explained to you previously the possible charges that could apply at delivery are clearly listed on your estimate with your broker and were verbally explained to you by our employee on the phone before your pick-up day. We do not drive an 80,000 lbs semi onto customer's driveways or yards, it would destroy it and possibly damage our truck. We also cannot block an entire lane on a curvy, two-lane road. If there is a wreck we would be held liable for it. I am sorry a shuttle was necessary for delivery. You have also exaggerated your balance change on this review as well as your post to our Facebook page. You were not quoted $2500, nor are you being charged $5000. Your quote was for $3495.25 and your final bill is $4628. Please be honest in your feedback and reviews. We understand you are frustrated that a shuttle charge was required at delivery, we didn't expect to need one ether. There will be no refunds issued however.

  Customer response

  10/12/2021

  
  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. I will drop this. 
  
  Sincerely,
  
  ******* *******

*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. ↩