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:02/14/2025

  Type:Order 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.

  Big Man's Moving Company was hired for a move from ** to **. The movers damaged personal belongings and deny their involvement.

  Business Response

  Date: 02/14/2025

  Hi *********,
  
  We appreciate your feedback and sincerely apologize if we fell short of your expectations. Our goal is always total customer satisfaction.
  
  Your husband, **** *****, left multiple negative reviews in December, mostly due to not reading our pricing and agreement. Your move to ** included one 26' truck, and as stated in our agreement, we dont guarantee everything will fit. The agreement allowed you to fill the truck as much or little as you wished. When everything didnt fit, we provided three solutionsincluding free labor ($800 savings)but they were all declined.
  
  Our team moved your items into storage in **, documented the process with photos, and no damage was reported upon completion. You were there with the team and paid your final bill without issue. Two months later, after another company in ** moved you out and into your new home, you reported a few issues. Since they were the last to handle your items, they would be responsible.  This is policy with every company and in the terms of your signed agreement.  
  
  We regret that you feel we are at fault for these few items.  Your prior threats of negative reviews after your husband **** ***** had already left a bunch were concerning.  
  
  We encourage you to reread your signed agreement and reach out to our office if we can assist further.
  
  Big Mans Moving

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22937329
  
  I am rejecting this response because:

  The fact is that the owner of Big Man's Moving is not being truthful in his response.  I am no longer disputing any pricing issue or the fact that all of our personal belongings did not fit in Big Man's Moving truck.  I disputed that with them when this all started and I was denied any further assistance.  So I let it go.

  Now we have moved into a new chapter with Big Man's Moving, lies and deceit.

  I am disputing that owner of Big Man's Moving is saying his team moved our items into storage, documented the process with photos and no damage was reported.  He also stated that I was there at the storage facility in ** when his team unloaded into the unit, and THAT IS NOT THE ****** I was still in ******* packing a U-Haul with my husband with the remainder of the belongings that did not fit in Big Man's Moving truck.  

  The owner has also stated that he seems annoyed that it took 2 months to report this damage.  Yes indeed it did.  We have moved to a new state and a new area and were taking time getting acclimated. I didn't think we were on a specific time frame.

  As I have explained in an email to Big Man's Moving, on Friday, February 7, 2025 I arrived at the storage facility with my moving team and stayed from START TO FINISH.   I watched every box and every piece of furniture being removed from the unit.  I did this because I had an uneasy feeling that I needed to, and I was right.

  
  As the movers are removing belongings the movers and I are seeing crushed boxes.  Upon examination of said boxes luckily there is no damage so far. At the very top of this wall of ceiling high packed boxes I see a wood object but cant quite make out what it is. As belongings are continuing to be moved out, I get a little closer and see that this wooden object is the bottom side of our bedroom armoire completely broken off.  

  
  We get past the ceiling high packed boxes and start getting to the furniture wrapped in moving blankets.  I see the armoire and it literally is sitting on a tilt due to the broken bottom.

  As more belongings are being removed, I am seeing more damage.  A desk is completely broken and unsalvageable.. Items that were originally packed in ******** Moving truck with moving blankets I purchased were removed resulting in many scratches and gouges in furniture.

  
  As the movers get to the end of the belongs the last items are two very large metal garage storage cabinets that the doors are facing the wall.  As the movers turn one of the cabinets around,I see a huge smash in the metal doors and a large gash in the side of the cabinet as well.
  

  This damage to our belongings is not the fault of my moving team.  As I stated earlier, I was present from start to finish.  The damage to our belongings was caused by Big Man's Moving team when I was not present upon the arrival at the storage facility in ***************  

  Sincerely,

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

  Business Response

  Date: 02/14/2025

  Hi *********,

  We appreciate your feedback and understand your frustration. Our records, including photos from your unload in **, confirm that no damage was reported at the time, and the move was completed per our agreement without any issues. You were also present during the entire unload to pay your bill and your signed off on the team leaving. 

  Since we did not provide or pack your boxes, we had no control over how they held up in storage for over two months. Your boxes and furniture were both stacked due to space limitations, and to prevent any crushing, heavy-duty dish pack boxes or a larger storage unit would have been necessary to allow for ground-level placement. If an item or 2 fell or tipped over because some boxes caved in, we wouldn't have any control over this. 

  The few concerns you raised only surfaced after another company moved your items out of storage and into your home. No damages were reported at the time of our delivery, and no photos indicate issues while your belongings were still in storage. Per our signed agreement, liability falls on the last party to handle the items.  

  We regret that youre disappointed but stand by the quality and care of our service. We wish you all the best in NC.

  Big Mans Moving

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service 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.

  Big Mans Moving was a terrible company to deal with - this company is 0 stars and does not deserve best of Tampa Bay award on their trucks! I am so incredibly dissatisfied in these services - we were charged almost $300 an hour for sub par work. The crew was slow, lazy, sloppy inattentive. Sustained damage and was charged almost $3000 in fees over 2 days of packing and moving - when I tried to speak with management the owner ****** snubbed my calls and the manager **** was a joke at correcting the issue. Refused any refund and only took off $66 one hour of work to one employee who was on his phone most of the time. They do not care about customer service /wants or needs and he continuously blamed me the customer that I did not alert them sooner of the issues. I have a newborn, toddler to take care of and a crew in my home I am worried will retaliate and/or damage my property if I say anything so I waited till the end. We had furniture damaged and were over charged for time. They charged dish boxes but then just jammed all of our expensive plates/cups fragile items ontop of each other without any dividers - Im not sure what the extra charge was for dish boxes. Them packed open cans of olive oil ontop of kitchen items with it leaning everywhere. They packed cleaning supplies in the same box as my my toddlers towels/ clothes. Extremely unprofessional and even worse customer service. This ********************** is *****% not worth the insane prices and does not live up to the reviews online. I believe I was scammed as there are several false claims online. Requesting full refund and evaluation of false online presence. We paid $1345.28 for packing on 12/30/24and $1451.51 on 12/31/24.

  Business Response

  Date: 01/07/2025

  Hi ******,
  
  
  We sincerely apologize if your moving experience with us did not meet your expectations. Providing excellent service is always our goal, and its disappointing to hear we may have fallen short in your eyes.  
  
  
  Our team performed a two-day pack and move job, utilizing over $350 in supplies, with a total cost of approximately $2,700 for packing, moving, and materials. For a job of your scope, this is a typical expense, and your hourly rate for three movers was under $190/hour.
  
  
  Its disheartening to see reviews you left across multiple platforms with information that doesnt align with the facts.  If you would like a copy of your signed agreement or final bill for clarification, wed be happy to resend it.
  
  
  On day one, our team packed and completed a full day of work without any concerns communicated to us. Toward the end of day two, as we were close to finishing, issues of one employee on his phone were brought to our attention for the first time. Despite this happening on the prior day, we offered a concession as a gesture of goodwill.
  
  
  There is no record of damage, and we understand you asked the team to leave certain items at your new home for your husband to manage/reassemble. We regret that we were rushed off-site due to budget/billing constraints, as our crew was prepared to address any remaining needs or touch-ups had we been given the opportunity.
  
  
  We genuinely regret that this situation has caused dissatisfaction and hope you have a great 2025. If you need anything else, please call our office.
  
  
  Best regards,
  Big Man's Moving

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22779677
  
  I am rejecting this response because: response once again does not address my concerns. I am aware of what we agreed to for billing prior to the service provided and do not need an additional copy. I am stating that your service did not meet the expectations layed out on said agreement as well as online platform. Your online platform is false advertising as you advertise being a high quality moving company which obviously was not performed.
  

  Your employees were slow, sloppy and lazy. They had no direction and unfortunately I was only able to see the poor packing job once I began to unpack the boxes this past weekend. It is not my job as a high paying customer to micromanage and/ or ensure your employees are performing the job promised and discussed. My reviews are honest and truthful - which unfortunately your advertising is not. I asked to speak with the owner ****** several times (who called me immediately in order to schedule the move) but refuses to speak to customers once payment is performed (this feels very dishonest). I felt fear of retaliation of damage to my items therefore I was waiting to speak with the owner at the end of the service. I am being made to feel as though I did something wrong as the customer when I explained why we waited to say anything about the poor service till the end. Timing of honest feedback and poor client services should have no expected timeline.
  

  As detailed in email directly to client the damage sustained to several dressers are to drawers that do not open and or close now so photos will not do justice. Photos of the sloppy packing job or olive oil ontop of all of my kitchen supplies as well as the toxicity of cleaning supplies next to our toaster can be requested - both are unacceptable.

   Again - there was no discussion of what needed to be packed / fragility etc of our items so of course we felt rushed when we realized how slow the crew was moving as we are paying for what we expected high caliber service per hour  - obviously this was not performed.  I demand full refund as a courtesy of good will of a $66 discount is laughable on a $2800 bill (my numbers are in fact accurate) due to the aforementioned poor service that misaligned with your advertising. 

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

  Business Response

  Date: 01/08/2025

  Hi ******,

  
  We sincerely regret that your experience with us did not meet your expectations and apologize for any frustration caused.
  When you reached out to us after hours leading into the weekend, we promptly responded via email and assured you we would follow up first thing Monday morning, which we did. During our call, you expressed dissatisfaction and demanded a full refund. While we understand your concerns, nowhere in our signed agreement does it state that a full $2700 refund would be warranted for an employee using a headset while working. Despite this, we addressed the issue immediately and credited you an hour of labor, even though the employee continued working during that time.

  
  If you felt overlooked because we didnt call you while the office was closed, we apologize. Our process is outlined in the agreement, which details how to communicate concerns and the steps involved in resolving them. We understand budget concerns are often a factor, and if we had known your budget ahead of time, we could have tailored our services accordingly. However, the scope of work you requestedincluding packing, supplies, and a move on another datewas beyond what a reduced budget could accommodate.

  
  If some boxes werent packed to your preference, we truly apologize. Packing styles can vary, and the only way to meet specific preferences would have been direct supervision during the process. In such cases, we typically recommend self-packing to ensure satisfaction and cost efficiency.

  
  Your decision to leave negative reviews with false information across multiple platforms complicates resolution efforts. We strive to maintain professionalism and fairness, but this situation makes it increasingly difficult. If you need further assistance or wish to discuss this matter constructively, please dont hesitate to contact our office.

  
  Thank you,
  Big Man's Moving

  
  

• Initial Complaint

  Date:12/19/2024

  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.

  I hired Big Man's Moving Company to move my stuffs out of a house to a storage unit.On 12/5/24, the movers were supposed to arrive at 3:00pm; it was around 5:00, I called the company, I was told that the movers just got done with their first job, that they will be there with 60 - 90 minutes. They did not get to my place until 7:20pm. As an elderly, I should have known better but I agreed to let them move my stuffs at that time, but not realizing that the storage place stays open until 10:00pm. They did not finish loading the truck until 9:55pm when the lead mover told me that his boss just told him that the place close at 10:00pm, since they have already loaded the truck, they stop the clock, and decided that they will bring my stuffs to the storage tomorrow 12/6/24 and agreed that they would come to the house first, finish loading and drive to the storage for unloading.The next day, they did not send the same crew, they send another team, they were the ones that unloaded the stuffs out of the truck. I had a desk made of glass with 4 metal legs that was wrapped with a blanket by the first crew from the night before. When I went to remove all my things out of the storage on 12/16/24, I had new movers then; they were taking out to the truck all the heavy things, such as my dresser, entertainment cabinet, and boxes things that were placed in the front, by the time they got to my desk and the remaining things, I was there with them inside when we saw one of the legs of my desk, on top of the blank still wrapped and pointing to the ground because, the leg was totally detached, broken off the desk, it could not stand. I took pictures, and while I was at the storage, I called Big Man's moving, spoke to ****, and told him that their guys had damaged my desk, and that I have taken pictures and will forward them later on or the next day. I did sent pictures. Now they are making excuses not to replace it. Please help me, I have no other recourse.

  Business Response

  Date: 12/20/2024

  Hi *******,

  
  Thank you for your kind words about your experience with our teamwere so glad to hear everything went flawlessly while we were on-site. Late nights can happen in the moving industry, but were happy we could complete your job in a timely manner.

  
  On December 6, 2024, our team carefully placed your items into storage exactly as you requested, and there were no issues when we left. When you contacted us on December 17, 11 days later, you shared photos of an empty locker with only a desk leg on the ground and the desk itself in a dumpster. We understand this is frustrating. However, by the time we received your call, another moving company had already handled all of the contents of the locker and thrown the desk away.

  
  The last time we saw the desk with you going into storage, it was in perfect condition, standing securely on all four legs. It appears that the moving company you hired to move your items out of storage may have mishandled the piece, leading to the damage. We are very sorry this happened and recommend reaching out to that company directly, as they would be responsible for the issue.  

  
  We sincerely wish you a happy holiday season. If theres anything else we can assist you with, please dont hesitate to call our office.

  
  Warm regards,
  Big Man's Moving

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22710802
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  ****, **** from Big Man's Moving Company are not telling the truth, no other movers touched my desk besides the movers from Big Man's Moving Co.  The first team of movers wrapped  my desk and took it to the truck, that was the last time I saw my desk until 12/16/24, when I went to get my stuffs out of storage.  The stuffs were in storage from 12/6/24 to 12/16/24 because I was not able to lease an apartment until 12/11/24, and the apartment was not ready to be moved in until 12/14/24.  What was the reason for team 2 movers from Big Man's Moving to put the desk all the way in the back of the storage unit, were they hiding that they had damaged my desk, I never saw when they put the desk in there, and I was never  giving the opportunity by the movers to inspect their move, I went to the storage office to get a lock for the storage unit door which was only for a couple of minutes, by the time I came back to where my unit was, even though I told them that I was going to pick a lock from the office which is located in the same building on the first floor as was my storage unit, they already pulled down the door of the unit and left.  I run out, and saw that all the movers were already in the truck and about to drive away, I called out to them, and asked them if everything was taking out of the truck, they replied yes "mam", I thanked them, and back inside the building, pulled up the door of my unit, and the first thing that I saw, was that I had my personal moving blankets wrapping my heavy wooden furniture such as my dining table, my entertainment cabinet, and standing mirror where all unwrapped, and left without any type of protection against the cold cement, they thought that the blankets belonged to them because they were not the original movers who had wrapped those things with my own blanket, I had to physically drive to Clearwater to Big Man's Moving to get my blankets.  No one showed me how my things were well taking care of by that company.  They are telling falsehoods, and I am not going to let them get away with this.  They have taken advantage of me, abused me financially, and not treated my stuffs with any types of decency.  All the big, large, heavy items were placed in front of the unit, how do they expect a 68 years old woman to move them to get to where the desk was put all the way in the back of the unit.  They are not telling the truth.

  Business Response

  Date: 12/23/2024

  Hi *****,

  We keep detailed customer records of every call, text and email.

  Desk damage was reported on 12/17, 11 days after your move into storage.  The photos were sent after another company had completely moved everything out of the locker and the desk was already pictured in the dumpster. Here is what your original agreement states below about storage unit moves.

  "Storage Unit Moves:
  If a past customer hires another ********************************************* to move their belongings out of storage that we previously moved in, we are not liable for any damage. The last company to handle the customers items is liable and responsible for any and all damages."

  Please call our office if you need anything else at ************.

  Regards,

  Big Man's Moving

   

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22710802
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  First of all, I moved my stuffs out of the storage on 12/16/24, while taking the stuffs, we saw that the desk was damaged and could stand because of the broken leg, before even the continuation of the move, I contacted Big Mans Moving and spoke to **** on 12/16/24, not 12/17/24.  I told **** that I took pictures, and will probably send them later on that or the next day which 12/17/24.  These guys should stop lying, and BBB cannot help, because they just playing games, I will them to court, I am 68 years old, I have no reason to cheat or lie, they have all the reasons to.  I will not let them get away with this violation of trust.  No more games.

  Thank you

  ******* D

   

• Initial Complaint

  Date:11/12/2024

  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.

  I hired Big man's Moving company to move my 2 bedroom home. I was given a quote for $2995. My stuff already packed neatly in the boxes by us. All they had to do was to load boxes, de-assemble 2 beds, 1 writing table, 1 dinning table, 1 patio table and wrap leather sofas. Same and some more furniture we brought 2 years ago from ******** to ***** and that mover took 4.5 hours loading and 3 hours in unloading and re-assembly barring the drive time. We had very cordial atmosphere while they were working. They were good initially while moving boxes. Trouble started when they started de-assembling the big furniture. They didn't have basic tools such as wrench to unscrew the nuts. They used pliers to remove the nuts. They took 6 hours to load the truck and during the last phase of loading they were literally throwing boxes from over the large furniture as they can't fit them. They drove up to ************* and started unloading. They were apparently agitated and perhaps tired. Patio table made of cast iron was broken in to 2 pieces. A queen size bed side frames broken. Mixed up the boxes. Even after 4 hours of unloading, Writing desk wasn't put together as *****, the Driver, said he is working long hours for 3 days and that he doesn't have any capacity left in him to put anything together. They demanded payment and refused to unload a dresser and a TV until we pay him. Now they are demanding us to pay $4,652.50. Compare it with $2,995. A job that took previous mover total of 8.5 hours these guys took nearly 12 hours and that too without re-assembling bed, patio table and a writing desk. We had lot of argument with the owner of the company who's wife threatened to call police. I said I will call the police if you want me to. Finally we agreed on paying total of $3,876 which I gave in cash to *****. In few minutes i get a text from the owner asking if he can charge my credit card for another $657.83. I didn't approve still he charged. I have created a dispute with my bank.

  Business Response

  Date: 11/22/2024

  Hi *****,

  
  Thank you for reaching out to share your concerns. We sincerely apologize if our service did not meet your expectations. We take customer feedback seriously and want to address your concerns in detail to provide clarity and ensure there is no misunderstanding regarding your signed agreement.
  

  Here is a summary of the key points based on your agreement and the details of your move:

  
  Agreement Terms:
  You signed an agreement for an 8.25-hour minimum with a team of three movers, with any additional time billed by the hour. Given the five hours required for the drive across the state to *************, you were aware that the total time for the move would exceed the minimum. The labor time for loading and unloading a full truck was also accounted for, as these tasks require significant time.

  
  Bed Assembly Issue:
  During the move, our team encountered a challenge with your bed frame, which required a specialty tool (an adjustable angled ratchet set or a manufacturer-specific tool) that neither you nor our team had on hand. Our movers are equipped with standard tools, but this task required a special tool.
  After discussing the options with you, we proceeded to move the large and heavy bedframe fully assembled, with your permission and waiving us of all liability. Unfortunately, this approach resulted in some damage, which was unavoidable under the circumstances. We regret that we were unable to reassemble the bed without the proper tool and the piece was damaged.

  
  Patio Table Issue:
  The only other reported issue was a broken bolt on your outdoor patio table. As discussed, we encouraged you to replace the bolt and nut at a local hardware store, and we offered to reimburse you for the cost. Given Floridas weather conditions, outdoor items are often exposed to elements that can compromise hardware over time.

  
  Billing Concern:
  The agreement you signed specified hourly billing, not a flat rate. Our team worked late into the night to complete your move, and you expressed being impressed with their dedication. However, before the move was complete, you requested a $600 reduction from the total bill without any specific justification. We explained that your agreement was not negotiable and that we billed you strictly in accordance with its terms. You abruptly became very confrontational and at that point, our team stopped working since you were not going to pay for any more time. We didn't finish some reassembly or box organization because we were forced to collected payment and leave. 

  
  For your reference, Ive attached a screenshot of the Samsara GPS logs showing when our team started your job and when they left your new home, as well as a copy of your signed agreement outlining the billing terms. 

  
  We apologize again for any inconvenience or frustration caused during your move. If you have any further questions or need additional clarification, please dont hesitate to call our office. We value your feedback and are here to assist in any way we can.

  
  Wishing you a happy holiday season.
  Best regards,

  Big Man's Moving

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22541326
  
  I am rejecting this response because: See the following responses.
  
  Answer to Agreement Terms:
  
  The agreement included 8.25 hour plus 5 hours of driving time to *************. How else the quote for cash was $2,995? And no I wasn't aware that your staff will take so much additional time. As said the same and some more furniture (1 bedroom furniture we already gave to one of my children) was packed and unloaded by another mover from ** in 7.5 hours (4 hours loading and 3.5 hours unloading and setting up the furniture). Your guys took more than 11 hours (not including travel time). And that was because they didn't have basic tool like unscrewing the nuts. They used pliers to remove the nuts. In the process they destroyed the bed frame.
  
  Answer to Bed Assembly Issue:
  
  Removing 4 nuts from the bed frame didn't not require any special tool. A complete misrepresentation of a fact. A simple wrench did the job for me. I put them together the next day after your staff left an unfinished job. A same wrench I offered to the movers when they were disassembling the beds. They disassembled beds with pliers that broke the bed-frame.
  Their work style was very crude and by any standard they didn't come across as professionals. And NO they didn't move the bed-frame fully assembled. I didn't gave any approval of moving entire bed frame without disassembling. Please verify with your staff and stop distorting the facts.
  
  Answer to Patio Table Issue:
  
  Once again another disinformation that only a bolt was broken on the patio table. The frame was broken and one side was completely out of shape as it was bend. Even at this moment I wonder how a solid cast Iron Patio table can be broken this way? Anyone can see in the attached photo. Another attempt to shift burden of responsibility to something else other than inferior workmanship. This patio table was always under a covered patio so please, don't assume that weather elements may have damaged it.
  
  Answer to Billing Concern:
  
  After explaining all damages and your staff's inability to put all the furniture together, over the phone on 10/31-11/01 2024 late night after your guys unloaded the furniture, we agreed to a certain amount if I pay in cash to the driver. Which I paid in cash. You also promised that you will not charge my credit card with any other amount after that cash which I handed over to your staff. I have attached a photo of our text conversation. How short lived your promise was. Right after you got the cash, you charged my credit card. You know I have created a dispute with my bank on this matter. And by the way I became little upset only after your wife threatened me with calling a police. If you remember I said I would gladly do that myself.
  
  You can attach screenshot of GPS but it doesn't address the quality and professional workmanship. I don't know if this is your company's policy or a hidden understanding between your staff to delay the loading and unloading process in the name of "no proper tool" or "we are tired because we have been working extended hours for 3 days" etc., to charge higher amount.
  Apologizing, stating "we value your feedback" looks good in reading but what I focus on is that you agreed to an amount via text messages. You broke your promise of not charging my credit card after the cash that was handed over to your driver.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/09/2024

  Hi ****,

  This entire case is on hold because you challenged your entire credit card payment of $657.83 on 11/29/2024. 

  We currently don't have any of this money and we are sorry you selected to go this route.

  The BBB won't be able to help you nor can we until MasterCard makes a decision, which will take weeks up to a couple of months.

  If you need anything in the meantime, please don't hesitate to reach out to our office.

  Big Man's Moving

   

   

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22541326
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  It is not a resolution however, I accept the response from the business, for now, while the Credit Card dispute is taking place.
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22541326
  
  I am rejecting this response because:

  I have recently approached the moving company to get the damaged furniture repaired or some reimbursement based on basic liability coverage.

  I spoke with manager *** **** who angrily said that I forfeited my right to basic liability coverage because I complained and posted reviews.

  I wanted to update my case.

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/24/2025

  Hi *****,

  Thank you for reaching out. We want to clarify that our office was not upset with you for posting reviews back in November/Decemberwe respect your right to share your side of the experience.

  As a business, we also have a responsibility and right to share our mid job communication and to uphold our signed agreements and policies. When liability is waived on items and credit card transactions are disputed, our options become limited.
  

  Weve addressed the details in previous communications, but if you have any further questions, please feel free to call our office.

  Best,
  Big Mans Moving

• Initial Complaint

  Date:05/28/2024

  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.

  This weekend we moved 1 mile.We've moved more than a dozen times, long and short distances and this was by far the worst!! It began with the owner ****, who assured me that my drawers did not have to be empty and that they would shrink wrap my drawers closed. I said if that was a problem I was going with a different company and he insisted that he would make sure it was taken care of... so I agreed to use them. ***** spoke to his secretary and suggested I was going to get a price from a Greek company, she said, you have to be very careful because they have many hidden fees and will get you.They did their estimates by viewing my real estate photos and showed up with not enough supplies, no markers or stickers to mark boxes, no wardrobe boxes. After 7 hours of packing my 3000 sq' house, every one of my desk and dresser drawers were dumped into boxes. Men we don't know emptying our *******, bras, baby girl underwear and all of our clothing into boxes that they labeled with my grand child's crayons. When they started running low on supplies, **** texted me that I would have to go to ********** and buy more supplies. 2 days later, 7 hours each, 1mile away and an incomplete job (furniture left and entire garage) $7000. 1 didn't read the contract well and the estimate that started out as under$2500 tripled. I would run far away from them. I DO NOT RECOMMEND THEM! After 14 hours , they were being paid over time and still hadnt packed closets, some cabinets.Or entire garage! If they are charging an overtime rate and taking their sweet time they are essentially gauging and making as much money off of me as possible. They also stated that they packed and moved 100 boxes and the actual amount was more like 60 This wont let me upload my videos. I have several and says I cant upload the photos.

  Business Response

  Date: 05/28/2024

  Hi ****************/**************/**********,

  
  This is the same reply we've provided to the other 9+ poor reviews you/your son/your daughter posted online.

  
  Thank you for your business. You hired us for a complete pack and move of your 3000+ sq ft, $600,000+ home and signed two agreements. All jobs are based on time and materials. We never provided an estimate, nor did you request one. The screenshot you shared shows our 2-hour minimum for a team of six with two trucks, but it doesn't represent the total cost and omits the second agreement for packing and supplies. Sharing partial information is misleading. If you don't share the complete details or remove your reviews, we will consider legal action.

  
  During your move, you complimented our team's efficiency. We used over $1,400 in packing supplies, which was a significant part of your bill. We had ample supplies and performed the move without any accidents or damage. If your budget was an issue, we would have recommended self-packing to save you about $2,500. Our team brought over 150 boxes and returned with 44 unused ones, packing over 100 boxes. We moved two full 26' trucks of furniture, a substantial amount of work. Some heavy, old dressers needed to be emptied for safety. Per your agreement, if there were items you didn't want packed, they should have been moved or set aside beforehand.

  
  If you need further assistance, please contact our office. We're sorry if we let you down, but the primary issue seemed to be a budget mismatch. We're also saddened that your mother had to pay for both agreements at the conclusion of each full day of work.

  
  We appreciated your compliments and hope you enjoy your new home.

  
  Best regards,
  Big Man's Moving

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21760194
  
  I am rejecting this response because:
  He copied and pasted his response to my review on yelp and ******* They did not move a 3000sq ft house as you can see by what was left behind including the fact that there was no sofa or bedroom set to move as I had given them away prior. I purchased wardrobe boxes. Also they left behind tons of tape and paper as well as about 20 boxes that were never touched. I had asked before I signed the contract to not empty drawers as you can see by text messages. I specifically said I would hire someone else or empty myself and he assured me that they would shrink wrap the drawers. Nothing was packed with stuff as he suggested, also the dresser was not an antique or something huge. The move was incomplete! There was a large amount of furniture left, items in cabinets including dishware. I had to rent a truck and move a good 15-20% myself. He did not respect my wishes as a woman in a home of women in a time where it can be scary to be a woman, not to have strange men handling our bras, ******* and otherwise. Me, my daughter and granddaughter had men handling our private items that I was promised would not be touched. One truck was broken down the entire time, mattresses were thrown into the truck in wrapped and were brought to the house dirty. I will email you all of the text messages 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I booked a moving service for Feb 14 I asked that the move be done early morning and was told by The owner that would not be a problem but I needed to fill the form out and make the deposit first which I did. then I waited for them to call me and tell me the time the movers would get here. Well the call never came and Sunday I called and got there answering service a person who took my message to call me with a time. Monday and Tuesday passed and no call finally Wednesday I called them and was told they did not get my message but what did I want. I said I would be told the time the movers would come out and it would be early morning but you never called. The reply from ******* at Big Man's Moving Company LLC was we will tell you a day before the move, But this was not the deal. So you told me to fill out the form and take my money for deposit then not call me back. and now when I ask for the time , you will tell me a day before a big move? or you said you will keep my deposit. How is this right. Beware and get everything in writing before you do business with this company. They will take your deposit this is the scam. So now I am stuck and have no clue, And if this is how they are how will the movers be as they don't pay if they scratch or chip you items, Per there contract. This is why they were the cheapest, A day before a move they will let me know what time the move will start is not what we agree to, but asking me to deposit first should have been a warning sign

  Business Response

  Date: 02/14/2024

  Hi ******,

  We genuinely appreciate your business and the smooth experience we had working with you today. Your project was executed flawlessly, even quicker than expected, which undoubtedly saved you some valuable time and money.

  We understand your frustration regarding the after-hours call you made 2 weekends ago, which unfortunately didn't reach us due to circumstances beyond our control. It's regrettable that this miscommunication led to any inconvenience for you, and we sincerely apologize for any distress it may have caused.

  We were disheartened to see the BBB complaint before we even had the chance to serve you. We hope you reconsider and update your feedback to reflect the positive experience you had with our team today.

  With over ****** moves and seven years of dedicated service, we strive to uphold the highest standards of customer satisfaction. Your satisfaction is incredibly important to us, and we assure you that we always aim to be responsive and attentive to our customers' needs.

  
  Thank you for your understanding, and we hope to continue serving you in the future.

  Have a wonderful day!

  Customer Answer

  Date: 02/14/2024

   
  Better Business Bureau:
  
  just close out the dispute 

  The guys did a good job today. Just at the end of the day after I gave them ***************************************** put the bed together and was told since I took the screws

  out of the frame they cant TOUCH the bed FRAME.  I just needed help as to which pieces go were not that they had to put a bed frame together, But I was able to get the Maintenance guy who works here and he was able to show me in less them 5 minutes were each

  piece goes and I gave him 20 dollars. The mover guys did a great job but I think BEFORE you tip see if there something you need help with, maybe just to show you. That 5 minutes deal really changed my out look .kind of feel well we got our money see ya How many people you know give's 140 dollar tip to 3 people

  And for the record I did not take the frame apart I took out the screws and the frame was still together  nothing was apart when they came. EXCEPT the backs of the recliner which I was asked to do by **** the owner who I have the texts to proof

  But at this point what is the point the bill and tip were paid. Now my wife is very upset that I gave 140 and I help move my own stuff also and they guys could not spare 5 minutes to show me. She said in this economy who give 140 dollars for 4 hours and you also brake your butt

  at 64 I still am learning lessons, But this now affect the next people you hire that wont get tips like this because of the actions of this crew. 5 minutes wont not have killed them as the bill came to ****** and I gave them 750 dollars keep the change and 140 dollar tip tip. I must have sucker on my head you try and do the right thing and in 5 minutes you ********** why you a dispute. wow 5 minutes it took the Maintenance just to show me were the pieces go. 

  at this point I am done

  I recommend this company to move you just make sure everything is right. before you give a tip 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/07/2023

  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.

  Big Mans Moving was used 6/9/2023. I heard a loud sound from the laundry room. The guy assured me all was ok. I believed him and continued what I was doing. I have a camping grill. I let them know that when needed, I would remove the small camping gas container prior to transport. As they were finishing up with the move, I asked if they could fit a few more things on the truck. I was told no. I believed them. After getting to the new location, it was brought to my attention that on the truck was a large executive desk and a just as large file cabinet.(so much for no room on the truck ). They finished emptying the truck and realized that they left behind the bar to my bed. The bed could not be completed without it. They offered to go get it, but I would be paying them the time it took. I declined and said that my husband would get it. I did a cursory look around the house to see if everything looked ok. I did not move any furniture and did not take a lot of time as I was paying them for every minute. I noticed that my grill was not brought. When questioned, they replied that the gas was still attached. I reiterated that I was happy to remove the small tank (60 seconds) when they were ready. I was never asked. I was not happy as now it had to be brought over in our car instead of the moving truck. This was not a great solution as grills are messy. I paid the team over $800 in cash and never received a receipt. My deposit was not factored in,(I realized this later). Later, with help, I inspected again. They damaged both my washer and dryer, and file cabinet. I contacted ****** and was given a so sorry and a list of what I should have done. The blame was all on me. He also said that the truck must have been full and that is why they did not take more. I asked for their insurance and no further contact from their side. I only want clarification on what I paid for, and to fix the damage. I asked for someone to look at the damagestill nothing from ****

  Business Response

  Date: 07/07/2023

  Hi *******,

  We are very sorry to hear you didn't have a perfect experience with our company. We stive for excellent service and we apologize if we missed the **** with 2 things after moving a truck load of items. 

  Your bill was correct and we emailed you a copy of your payment immediately on moving day, 6/9 at 4:41PM. The email was labeled "download your finalized moving contract". The office also emailed you another copy earlier today which you stated you received.

  Your signed agreement and every customer agreement states the importance of doing a thorough walkthrough at each house with our team to ensure nothing is left behind.  If all parties overlooked an item at the old house, we are very sorry.  Your clock would have been stopped if our team left something behind but this wasn't brought to our attention until well after the move so we couldn't help you with this because your husband had already taken care of this. 

  Nobody mishandled your washing machine and the small top left corner panel screws popped out/came out.  This is a very old top loading washer that was moved "as is".  With old washers, it's very common for screws start to loosen, panels rattle more, etc. the more they age and the move they get moved around.   As a courtesy, we offered to reimburse you for new larger screws you needed to buy at ********** or Lowes to remedy this situation.  It's been almost a month and we never heard back from you so we can't reimburse you yet.  Thankfully this doesn't have any impact on the function. 

  Your file cabinet issue was with the back black cardboard like dust cover.  Thankfully, this doesn't impact the function of your file cabinet nor can you see when it's close to a wall.  Our team couldn't have done anything to avoid this cardboard like backer peeling back since they have no structural integrity and it's made of something similar to cardboard.

  If you need anything else please call the office. 

  Big Man's Moving

   

   

• Initial Complaint

  Date:01/20/2023

  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.

  Hired Big Man's on 10/31/22, to move our 4 bedroom house to 2 storage lockers, which were adequate contrary to Bigmans claim otherwise. Storage packing was "terrible" per the crew that unpacked. Owner claimed we oversaw the packing, an untrue claim. Owner advised we rent a u-haul truck to supplement their truck to save money which we did. The crew failed to get everything in the 2 trucks and had to make a second run for the remaining items, still on the clock. Items were stored for a month and picked up by Big Man's on 12/8/22 and transported 130 miles in their trucks. We continue to find more and more damage. Our last 3 emails with pictures (at owner's request) of damage have gone unanswered. No specific offer of compensation has been made only a statement that they are only liable for 60 cents a pound for wood furniture rendered useless. They claim no responsibility for particle board furniture, some of whuch was totally destroyed. They assume no responsibility for any packed items, marked fragile or not, many of which were completely destroyed. We had to provide moving blankets, at a cost of over $500 which ******* bought back at half price, *************** they promise did not include us as we found heavy wardrobe boxes and other boxes on closet shelves for us to maneuver. We believe at least a partial refund of the $6245 should be made for the unnecessarily stressful experience and destruction of property.

  Business Response

  Date: 01/20/2023

  Hi *** and *****,
  
  We are very sorry to hear about these issues. Customer satisfaction is always our priority. You left us a poor review on another site before ever replying to our email asking you for additional information.  If you wish to remedy a situation, posting negative reviews online prior to resolution isn't a recommended process.

  The first crew had to stack furniture on top of furniture to make everything fit in your storage units.  We never recommend stacking any furniture, especially in storage for a period of time. This can lead to scuffs, scratches and impression damage.

  The few items within boxes that had issues, we didn't pack.  Moving companies never provide coverage for items within boxes unless they bring the supplies and pack the boxes. Our team didn't drop boxes, pack your boxes or mishandle any furniture.

  We have written/signed agreements in place because things that seem basic and easy often times get misunderstood and turn complicated. These agreements outline particle board furniture, boxes the customer packs, cosmetic touch up, stacking furniture in storage units/containers, reimbursement, pricing, etc.  We always recommend customers secure additional moving insurance if they are uncomfortable with the federal guidelines set in place on every moving agreement with every moving company.

  We offered you remedy, per our signed agreement, and we offered you a furniture touch up kit.  If that isn't satisfactory, we apologize.  We also waived the $300 in late rescheduling fees when you called in a panic at 5PM the day prior to your job stating you couldn't move out of storage the next morning.  We are a reasonable company and we apologize for any inconvenience or frustration this situation may have caused you. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18840887
  
  I am rejecting this response because:

  First of all posting an honest review (negative or not) does not absolve you of your responsibility. Your initial response gave us no reason to expect you would do the right thing. It is dishonest of you to say our storage was inadequate, your own crew said the packing done in storage was terrible. Since you were not there it is impossible for you to say nothing was mishandled, the damage is its own evidence.  It is also dishonest to suggest we called in a panic the day before the move  needing services.  We had been calling and leaving messages for days before not knowing if you would be doing the job.  We have provided you all the pictures you requested, you have never answered our specific questions or issues nor made any restitution offer to date. You have only denied any wrongdoing on your part, placating apologies mean nothing and do nothing to demonstrate any goodwill.  We still believe monetary restitution is the appropriate remedy. Apologies, excuses, denials and outright lies do nothing to correct bad business.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/31/2023

  Hello ***,

  We apologize you rejected our offer to send you a furniture touch up kit. 

  We have written/signed agreements in place because things that seem basic and easy often times get misunderstood and turn complicated. These agreements outline particle board furniture, boxes the customer packs, cosmetic touch up, stacking furniture in storage units/containers, reimbursement, pricing, etc.  We always recommend customers secure additional moving insurance if they are uncomfortable with the federal guidelines set in place on every moving agreement with every moving company.

  We offered you remedy, per our signed agreement.  In addition, we waived the $300 in late rescheduling fees when your wife called in a panic at 5PM the day prior to your job stating you couldn't move out of storage the next morning.  We are a reasonable company and we apologize for any inconvenience or frustration this situation may have caused you. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 18840887
  
  I am rejecting this response because:

   I was unaware of this latest message.  I sent numerous pictures to the mover of solid wood furniture damage beyond cosmetic scratch cover  up.  The wood on the corners of our $2000  dining table is crushed and splintered, touch up will not tepair that.  The leg on my vintage desk is separated and fractured, there are gouges on solid wood items that touch up will not fix. The mover has refused contact since we complained and gave negative reviews. There has been NO good faith offer of remedy, except to say it is our own fault.  

  Their own movers said the packing in the storage units was horrible and we secured more than enough storage space to safely accomodate our items in spite of the owner saying otherwise. He was not there to be able to say that.  Also he "waived" the late scheduling fee because we tried to reach them for a week and they did not respond until the last minute.   I have not heard any offer from them to do the right thing. They have never  addressed losing part of a $150 tool. They have done nothing but excuse their horrible service and we reject their answer.

  
  

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

  Business Response

  Date: 03/06/2023

  Hi ***** and *****,

  We offered you remedy, per our signed agreement.  In addition, we waived the $300 in late rescheduling fees when your wife called in a panic at 5PM the day prior to your job stating you couldn't move out of storage the next morning.  We are a reasonable company and we apologize for any inconvenience or frustration this situation may have caused you. 

  Please call the office if you need anything further.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 18840887
  
  I am rejecting this response because:

  There has been no offer of real remedy other than touch up kits. The company boasts that 100% customer satisfaction is their goal yet when they have what they call rare instances of a terrible, careless and negligent move, they will not take any steps to go beyond the scope of offering a touch up kit.  No monetary compensation has been offered because they use the loophole that items have to be unusable.  Well, since we define unusable as quality that no longer meets the standard for our home, there are several pieces of solid wood furniture that are no longer usable and will need to be replaced.  As far as waiving a late scheduling fee,  they did actually collect $300 which they said they applied to the move.  We kept in touch with them after they put everything in storage keeping them apprised of potential closing dates, not to mention paying $150 to hold a previous date which we were unable to keep because of delays by our builder and Hurricane ***. We did not call in a panic other than the panic of not being able to reach the company we had been relying on (to our detriment). Because we could not reach them in a timely manner, we even got another estimate for moving out of storage but then when they did call we stayed with them, unfortunately. 
  
  Regarding their contract language concerning damage rendering pieces unusable,  I consider our $2000 solid wood dining table unusable given the irreparable damage to the corners, pictures of the crushed and splintered wood were sent to the company.  Our oak kitchen table, an end table, a table lamp are all  gouged and scarred rendering them unusable and needing to be replaced. The $150 brand new hydraulic **** which went into storage whole but was delivered missing  the handle which renders it unusable, was never acknowledge or addressed even though they were told from the first contact after the move.  And just a sidebar, the mover was in position to require us to buy our own moving pads at a cost of over $500 because of needing to store our items and then was able to gain 5 dozen new moving pads for 1/2 price.
  
  At a minimum, if there is any real company integrity there should be a reasonable offer of compensation or refund of the moving cost of $6695.  I hope BBB will be able to help resolve this situation.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/13/2023

  Our offer was in our reply..  We waived their $300 late rescheduling fee or gave them a $300 discount however you want to look at it.  This gesture is equivalent to 500 pounds of damaged furniture that is not usable and beyond repair.  We also offered a furniture touch up kit, which they rejected.  By law, we are required to reimburse 60 cents per pound for accidental damage when an item is damaged ***************/use.   We are not required to touch up furniture but we did offer them a touch up kit and we didn't sell them moving insurance.   

  
  

  Nothing was broken to our knowledge, it was all cosmetic damage.

• Initial Complaint

  Date:11/28/2022

  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.

  I contracted Big Mans Moving to help us move across town. They mis-quoted the amount of time and resources this move would require. I was clear to them that the move in location required their truck to arrive before 1:30pm. The crew they sent was professional and courteous but due to the poor estimate they did not have the resources necessary to move our belongings on the day we arranged. The original quote was roughly $875 for 3 hour minimum + $180 each additional hour. The crew arrived at 8:00am and immediately notified us the belongings would not fit in a single load on their 26 truck and that it would take two trucks. I called the business and rather than send another truck they suggested that I go rent a UHAUL myself. This was not feasible nor was it feasible to do two trips as they suggested due to the cut off entrance time off 1:30. Even without this time constraint they never could have done two trips. The move took 8 hours and cost $2000 but they failed to move 50% of my belongings and I had to hire another moving company to move the rest at an additional $1000 and significant stress. They never even accepted responsibility or apologized but told me repeatedly they did nothing wrong. I feel if Ive contracted a mover, they should move my belongings pure and simple. They kept assuming it was about the money which is certainly a factor but it was even more about the fact they failed to do their contracted job.

  Business Response

  Date: 11/28/2022

  Dear ******,

  We are extremely proud of our team who performed a flawless 1-truck move for you last week Wednesday, despite the negativity. The services were executed exactly as written in your signed agreement, where a copy and paste of the inventory list (provided by you) was signed off on. If your list was accurate, these items would have fit in 1- 26' truck. Unfortunately, you had far more than what was disclosed to us. If we had known, we would have brought an additional truck and more staff.

  Your request to the BBB is for a refund but you state it's not about the money.  We found out you and your husband had our movers come back the day after Thanksgiving, off company time, to finish your move.  If this wasn't about the money, you wouldn't have hired our team back and paid them under the table. We are extremely disappointed in the actions that took place and that a holistic doctor such as yourself would authorize this.  Your actions stole money from our small family business and put their jobs at risk. 

  We hope you enjoy your new home on ************* on Harbour Island in *****. It is a great community and the neighbors are very friendly

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18464536
  
  I am rejecting this response because:

  That have not removed my information from the internet. Again, they are violating my privacy and publishing personal identifying information about me onto the internet and have now also added more information. The harassment needs to stop and the identifying  information needs to be removed. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/29/2022

  Hi ******,

  We performed work exactly to your signed agreement and according to the scope of work you provided us.  

   We offered you 2 solutions to move all the additional items and you declined both options.  One of those options was to come back after Thanksgiving and you declined.

  You decided to leave a poor review on ****** on Thanksgiving Day, which was very disappointing.

  The very next day you violated our company policy by hiring our team behind our back and paid them under the table.  

  Best of luck in your new home! 

   

• Initial Complaint

  Date:10/31/2022

  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 have so much damage to all our furniture. Based on what I believe are false reviews we hired these people to move us from Lakeland to St Petersburg. Not only did they do tons of damage to all our furniture, they also charged us much more that our quote. They had photos of all the furniture from Zillow and covered it room by room. We actually took less than we listed. These photos are only a few of the damaged pieces. They ask why we tipped the drivers, well I was tired, had not had a thing to eat all day and it was 6:00PM. I was tired and hungry just wanted it done. Besides they would deny any damage so why? The first thing was they damaged the homes custom handrail. It was BAD!!! They said it was already damaged. It was not and accused us of this damage and insisted "THEY DIDN'T DO IT" YES THEY DID! The furniture was already upstairs before the railing was made. Why did I take so long to report this. I am 64 years old I have had 3 back surgeries and live in chronic pain. It takes time to settle a home and I need to take longer than others without issues. Your answer is to contact us. Well you never contact anyone back!!!! I just want other people to know that these bad reviews represent the work this company does and they do not take care of their issues.

  Business Response

  Date: 10/31/2022

  Hi **,

  We apologize you didn't have a perfect moving experience with us back in May, 5 months ago. 100% total satisfaction is always our #1 goal.

  All local jobs are quoted by the hour, not with a set or guaranteed time or price. Your estimate was quoted by the hour and your signed agreement duplicated that same language, being billed by the hour.  Your job was a large 4+ bedroom, 2 truck - 4 person job.  We guessed your job was going to take close to 10 hours and it actually took 11 hours or 9% longer than what we guessed.  9% is really close considering your job had 4 stops, over an hour of driving, a challenging stairway with turns and our team moved more items than was on your signed agreement.  

  Mid job, we send every customer this text below to check in and ensure total satisfaction. This text also provides customers a chance to address any concerns and you didn't reply with any issues or concerns when we sent this to you just before 11AM on moving day.

   

  "Hi *** *** is our team performing today? Before the crew calls the office to clock you out please perform these tasks: - Boxes and furniture are in the proper rooms and positioned correctly. - Our blankets and plastic wrap are off 100% removed from your items. - Your beds/tables/desks are sturdy and assembled correctly. - Check the back of our truck to ensure nothing is left behind. Thank you! -Big Man's Moving"

   

  When we finished your job in May, you complimented our team for their hard work and tipped them.  You brought zero issues to our attention until almost a month later when you sent us a photo of a scratch on the back side of an armoire and a small knick on a loose table leaf that you didn't have boxed/packaged prior.  The time you had to report a claim on your signed agreement had long expired but we still offered to reimburse you for furniture markers and furniture putty from ********** or Lowes so you could touch up those 2 minor issues.  We requested you email us the receipts for the $10-$20 of material and that was the last we had heard from you until now, 4 months later, on the BBB. 

   We extended an olive branch trying to help you with these couple minor items 4 months ago and the offer still stands. 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18332892
  
  I am rejecting this response because: This is not minor damage. You were called regarding the custom rail that was damaged. Just used some color to cover it. There were good 1/4 gouges in the rail. All the one driver did was tell me it was there before and they didn't do it. I asked the other mover it the other one was calling me a liar. I was livid with him at that point but we needed to get moved. Yes, your driver was told about the table damage. I said I would let it go as I could turn the table the other direction so it might now show as ************ did I know was the other end was damaged as well.

  I am not in the furniture repair business and this is not superficial damage to the wood. This furniture had very little use and was in pristine shape, not cheap furniture either. You say to try to repair myself and what about the leather sofa? If you took the time to really look at the pictures you would see that.  I should not be expected to make my own repairs to furniture YOUR crew damaged.Even your driver told me that one of the movers damaged the wall. they put some putty there, but it is still there and a different color than my walls. I contacted you previously as well back in June. Your answer was, call the office. So I call and had to leave a message no return call. You don't want to deal with what your crew did and this is very apparent in your comments and always deny an issue. As people ask for a mover I tell my experience. It has been the worst. You have good feedback, but that does not mean you do good work anyone can get a good reputation online. People need to sift through it all and you will see others with similar issues.  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/01/2022

  Hi **,

  We tried to rectify the situation and you declined our reimbursement offer.  Whenever a customer has an issue and addresses it timely, we always do our best to assist. 

  As a business, it's challenging to dispute something new 5 months after the fact. If you need anything else please call our office.  

   

   

   

   

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18332892
  
  I am rejecting this response because:
  I contacted you in May and June but you would never call back and I had to leave messages. I should have and still might file a complaint with whomever regulates movers. People should know how you treat customers and your cheap answer rather than having someone make repairs to our damaged furniture. You want us to do it ourselves. Of course I read that you pay about .07 cents per lb no matter it's significance or actual value. Telling me to repair the furniture myself and if I sent receipts for repair materials and you would repay us. Right like you would even do it like returning calls.  I am not a furniture repair person or furniture restore person. I don't believe I would be able to repair all the furniture so it would look good and the leather sofa I have no idea how to even go about repairing with putty like you suggested or was it you just ignored that piece that was damaged.
  

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