ComplaintsforHands On Moving LLC

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My belongings were stored with Hands On for 7 years. The delivery truck that should have contained only my things, from *** ***** to *************, arrived with many things that were not mine, large furniture to bins of clothing. Unloading and sorting was stressful and hard for the three men. In the end they loaded everything extra back on to the truck without ever completely emptying it. The result is that I’m missing at least two items that I saw but went back and have no idea what remained on the truck. They now say they can’t find the missing items. They communicate only by email, no names. If I were the other person, I’d be angry to know my belongings had been moved around like that and potentially lost forever. I could have taken everything. The movers went back to *** ***** with a truck half full, unloaded it somewhere. That is where my belongings are. I have offered to get the recovered items to ************* from ******** to save them another long drive.

  

  Business response

  12/01/2023

  Ms. ****** contract with our company includes a free insurance policy that pays 60 cents per pound for any lost or damaged articles. We stored her items for several years and delivered them. After the delivery of her items Ms. **** submitted a claim for some missing items. We acknowledged her claim on moving day, as well as through the claims department when she formally submitted the claim. Although we do our best to operate through email in the claims department to keep record of any and all conversations with our customers, Ms. **** demanded a phone call which we honored. The head of our claims department spoke to Ms. **** to apologize for the inconvenience and to explain to her what information we need to complete the claims process. She has provided as much of that information as she could find, and we are currently in the process of closing out her claim. 

  Customer response

  12/01/2023

  My complaint is not about the missing items, it’s about the totally incompetent handling of the move and probably of how their storage facility functions. I receive many items that weren’t mine and have now decided that their storage warehouse is badly managed. I get no answers about how one persons things are separated from others, nor any assurance that the stored items are not accessible, to be stolen or accidentally shipped with the wrong shipment. This leads me to urge you to change their rating, at least for storage.  My things were there for 7 years, and, in hindsight, I would never do that again. I think the people whose items I received, and could have kept, need to be notified. This response should go to the owner of the company, not claims. 

  

  Business response

  01/05/2024

  Ms. **** is making statements that would suggest that our storage facility is improperly managed and that is simply untrue. This is not a repeat occurrence or something that we have a reputation for. There was a mistake made on the day of the delivery of her items and we owned that mistake immediately and are addressing her missing items through the claims department. There were items that she claims were hers that ended up back on the truck and brought back to our facility. We do not understand why Ms. **** would allow this to happen, and then proceed to pay for her service and let the team leave her residence with her items on the truck. 

  Reggie M*** | Vice President Sales & Operations

  Customer response

  01/05/2024

  
  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

  12/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a mailer from ******* ***** advertising Hands On Moving & Storage. The mailer offers a 50% senior/military discount. I called & scheduled a free onsite assessment for my move. The estimater came & was very pleasant. I received an estimate by email of $7500 which was considerably higher than other estimates I'd received, but with a 50% discount as advertised, it was a very good price. I called to schedule my move & they knew nothing about the mailer I received. Brianna from Hands On Moving & Storage called me back & told me it was a misprint by a third party & should be 10% off. She asked me what I'd budgeted for my move & I told her I was expecting to be under $4000. She offered me a dicscounted price of $6500. I told her that was unacceptable & was expecting the 50% discount of $3750 as advertised & would contact the ******** ********* ******.

  

  Business response

  01/25/2023

  Good morning,

   

  Thank you for your email. We received the quote request for Mr. ******* ****** and did his in-home estimate. The quote was emailed to him (screenshot attached). As you can see he already received a discount of 45%. After calling in to say he had received other quotes for less, he called again and told our Office Administrator, Briana, that he received a card from ***** ***** stating he can get 50% off of his move. She spoke to our management team and was notified that there was a typo on the postcard that was sent out. Mr. ****** continued to say that we had to honor an additional 50% off of the already discounted rate of $7500. Our team told him we can take some more money off but we would not be able to honor the additional 50%. That is when Mr. ****** threatened to contact your office and give us bad reviews everywhere. We did apologize but he was very upset and told Briana to tell our team "they might want to rethink this".

   

  Attached is a screenshot of what Mr. ****** received. Please let me know if there is any additional information that is needed.

  

  Business response

  01/25/2023

  Good morning,

   

  Thank you for your email. We received the quote request for Mr. ******* ****** and did his in-home estimate. The quote was emailed to him (screenshot attached). As you can see he already received a discount of 45%. After calling in to say he had received other quotes for less, he called again and told our Office Administrator, Briana, that he received a card from ***** ***** stating he can get 50% off of his move. She spoke to our management team and was notified that there was a typo on the postcard that was sent out. Mr. ****** continued to say that we had to honor an additional 50% off of the already discounted rate of $7500. Our team told him we can take some more money off but we would not be able to honor the additional 50%. That is when Mr. ****** threatened to contact your office and give us bad reviews everywhere. We did apologize but he was very upset and told Briana to tell our team "they might want to rethink this".

   

  Attached is a screenshot of what Mr. ****** received. Please let me know if there is any additional information that is needed.

  

  Business response

  01/25/2023

  Good morning,

   

  Thank you for your email. We received the quote request for Mr. ******* ****** and did his in-home estimate. The quote was emailed to him (screenshot attached). As you can see he already received a discount of 45%. After calling in to say he had received other quotes for less, he called again and told our Office Administrator, Briana, that he received a card from ***** ***** stating he can get 50% off of his move. She spoke to our management team and was notified that there was a typo on the postcard that was sent out. Mr. ****** continued to say that we had to honor an additional 50% off of the already discounted rate of $7500. Our team told him we can take some more money off but we would not be able to honor the additional 50%. That is when Mr. ****** threatened to contact your office and give us bad reviews everywhere. We did apologize but he was very upset and told Briana to tell our team "they might want to rethink this".

   

  Attached is a screenshot of what Mr. ****** received. Please let me know if there is any additional information that is needed.

  Customer response

  01/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: They never gave me an estimate of $13,000 +.  This is about triple what any other mover gave as an estimate.  Their $7500 was the only price discussed.  There was no 45% discount.
  
  Sincerely,
  
  ******* ******

  Customer response

  01/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: They never gave me an estimate of $13,000 +.  This is about triple what any other mover gave as an estimate.  Their $7500 was the only price discussed.  There was no 45% discount.
  
  Sincerely,
  
  ******* ******

  Customer response

  01/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: They never gave me an estimate of $13,000 +.  This is about triple what any other mover gave as an estimate.  Their $7500 was the only price discussed.  There was no 45% discount.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 16, 2022 I hired this company to move from one apartment to another. The guys were very professional and helpful, however there was one small issue. They stated that my bed frame could not be brought upstairs to my apartment due to it not fitting in through the entrance door and stairs. They advised me it had to be disassembled completely which would include having to take a lot of screws out I was advised if someone else could do that then they could leave it downstairs until it could be taken apart and brought up At that moment I understood and thanked them for the advice. Later on I contacted a company I had worked with in the past. This is not a moving company but it is a handyman company. They assisted me with getting my bed frame up. Two guys from the company came and were able to bring the frame up without taking it apart. It was for sure not easy but they were able to do it without having to take any screws out or anything at all. I am pretty upset at this moment due to this because I had to get time out of my work schedule to be able to let the guys from the other company in to do this when the guys from this company could have done it at the time of my moving as I had already planned out On top of this I also had to pay the other two guys from the other company $200+ to bring my frame up and put everything together for me. Not only that but I had to take half a day out of work to get this done as well as I have a very busy schedule A person by the name of Xavier claiming to be the owner contacted me today He was extremely rude throughout the phone call was talking over me and would not let me explain the situation and even went to the extent of saying I was changing what I wrote on the email which to me seems like saying I am lying This is extremely unprofessional and he made the matter even worst Moving is already a hard enough task and I hired this company to make it easier but they have just turned in into a worst experience

  

  Business response

  10/05/2022

  ** *******

   

  Here is my response to complaint # Complaint ********

   

  On June 16th, 2022. We moved customer ***** *********. During her move, at the destination, our movers shared with ***** that her bed frame could not be brought up the stairs fully assembled due to the possibility of damage occurring to the property. Since the bed wasn't the standard bed frame that requires very little disassembly. The movers advise ***** that they cannot disassemble the bed frame due to the amount of screws and disassembly required. Movers were concerned that reassembly would not go successfully without having instructions. 

   

  Before the decision was made to leave the bed frame on the ground floor, the customer agreed with the movers as she mentioned. The customer never mentioned anything to the office after the move was completed. The proper protocol would be to contact our office about the issue prior to booking another vendor and then asking to be reimbursed. The first complaint that we received from you came 20+ days after your moving service. For liability reasons, our crew decided not to move this particular item to prevent damages to your home and to your item which you agreed upon with no issue. A handyman that may not carry as much liability as a full service moving company may be ok with taking on the risk. However, we have standards we must follow to prevent damages. Xzavier, the owner of the company, did reach out to you to share our policy and reasonings for not moving the items to the best of his ability since the move was on June 16th and your conversation happened on July 14th (28 days after your move). We would have been able to assist you with this matter if we knew about it in a timely fashion and we may have been willing to pay or discount your services but you paid upfront for services with another company without speaking to us to see if we will reimburse you. 

   

   

  

  Xzavier R********* | CEO

   

  Hands On Moving And Storage

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

*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. ↩