ComplaintsforBig Man's Moving Company, LLC

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  *****************

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Big Mans Moving Company moved us on October 7th 2022 from a house to an apartment. Among other things they moved our 65" flat screen **. They made us purchase a ** box for that purpose. Once the move was completed and the service paid, on the same night , we went to turn the ** on and we realized it has been damaged. Damage on the top left frame corner and damage on the screen and pixels. We contacted the Company to let them know and , after several questions and emails , they just thought $150 was a fair compensation.

  Business response

  10/12/2022

  Hi,

  We are very sorry for any frusteration or aggravation this may have caused you or your family.  100% total customer satisfaction is always our top priority and we were happy to hear that you liked the crew and that ****% of your move was perfect.  Big Man's Moving company policy states that when accidental damage occurrs, we don't penalize our staff. Over the last 5.5 years, this policy has created an open and honest relationship with our employees, resulting in a win-win for our customers.

  When you told us about your TV, the day after your move, we did the best fact finding we could to try to arrive at a fair resolution or outcome.  

  First, we asked you if you turned your tv on in front of our crew before hand to ensure it was in operating condition and the answer was "no".  We asked you if you saw damage to the tv box or if you saw the tv being mishandled and you didn't recall or said "no". We asked you if you had them turn the tv on before they left your new house and you said "no".  We asked our crew if they recalled any damage to the tv box or tv and they said "no".  Lastly, we reviewed the dual video camera footage in our trucks and we didn't witness any foul play.  The answers we received from you, our crew and the video footage offered zero assistance towards a fair resolution.

  When you hired us, you didn't purchase our optional item insurance.  Without item insurance, all moves come with free Federally mandated 60 cents per pound reimbursement for any accidental damage.  This is what all *** based moving companies have to reimburse, by law. Item replacement insurance can be purchased from the moving company or a larger insurance brand but they come with a very high cost and a very high deductible.  This results in most moving customers declining or ignoring additional item insurance and rolling the dice, hoping for the best.

  Your TV weighs 45 pounds.  Per our signed agreement and the federal mandate, we owe you just under $30 for accidental damage.  We didn't find that fair so we extended an olive branch and offered you 5x our legal obligation, forgoing any profit we made on your job.  Your email reply was "Do not even bother sending the check we will file a complaint with the BBB."

  We hope your enjoy your new home, please call our office if you need anything else.

   

   

   

   

  Customer response

  10/12/2022

   
  Complaint: 18200924
  
  I am rejecting this response because:

  You broke my TV and you are not taking responsibility for it. 
  
  Sincerely,
  
  *******************************

  Business response

  10/13/2022

  Hello,

  We are sorry you chose to reject our offer but our position remains.

  If you need anything else please call our office.

  Regards,

  Big Man's Moving

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I engaged this company to move my belongings from my home at **** ********* *** in Land O Lakes to a storage unit in Weeki Wachee. We did everything on the phone or online. On the phone he suggested I should purchase a protect runner and slides to go under heavier furniture. When his men arrived I pointed these out to them and they were promptly ignored. During the move, two of the three at two different times, each alone maneuvered a large entertainment base away from the wall in an attempt to first wrap it in plastic and then then put it on a hand truck. During these two events, in the process of sliding this heavy piece they severely scratched the wood floor. I will skip the part where the owner claimed it was my fault for not putting down the "runner", and for not following his guys around with the sliders to put under furniture. At first he would not even call me to discuss the damage claiming I had floor damage elsewhere in the home. I provided pictures of the damage and of the floor prior to the movers arrival. He refused to do anything to help me, and ignored my calls. Up to now I have spent $800 to have the damaged flooring replaced. I have $5000 in escrow until this gets completed for the new owners. The current effort to repair / replace boards has not been as successful as I was led to believe and expect. The owners are now considering a much more drastic replacement to the tune of $4000. Not one realtor has ever heard of this occurring with a mover who would be expected to have insurance to cover such damage. I paid his fee promptly since he said any assistance from him would disappear if I withheld or told my credit card company not to pay. Once I did that he went "ghost" on me. He did schedule a guy to come look at it, but once I put a negative comment on Yelp or Google he retracted and said the man was not coming out. His total lack of follow up or caring has cost me big.

  Business response

  05/20/2022

  Business Response /* (1000, 5, 2022/05/16) */ Hi *******, our records show your first name as ******* Our team really enjoyed working with you and we appreciated you and your ex leaving them a generous tip along with complimenting them after the move. We are very sorry to hear about your frustration and your BBB complaint left out some really important information. Per your signed agreement, it's the customer's responsibility to inspect and protect their floors prior to moving day, which was not done. When our team arrived, you had large heavy furniture sitting on wood flooring without any pads or buffers between, for a long period of time. When floors are not protected, we train our teams to take photos of scratches in plain sight and scratches underneath existing furniture. After our team moved your furniture items out of their existing places, they sent us 8 pictures of prior damage. This was shared with your ex and yourself. There was one scratch that our team pointed out after they moved your entertainment center and nobody knew if it was there prior. If it wasn't their prior, that means something sharp was already under that item scratching the floor as we protect the item and picked it up. As a courtesy, we offered to pay to have a wood professional come fix the one issue in question. The wood professional reached out to you and confirmed an appointment as you stated. Here is what your comment failed to mention. The day after your move, Saturday the 2nd at 11:58am, you sent us an email stating you were challenging your entire bill with your credit card company. You called us 12 hours later at 12:07am on 4/2, just after midnight, yelling at us, cursing and waking us out of bed. On 4/4 at 9:01pm, you sent us an email threatening whatever legal action necessary. On 4/6 at 6:08pm, here is the email you sent us. We had to star out some letters otherwise the BBB might flag this as inappropriate. *******"You are a low rent sleazy mother *******. You are a chicken s*** for not coming out and facing me like a man and decent business owner. And if only have a 15% profit margin you are either a liar or a dumb a**. Already know you are a liar".****** You have threatened us, harassed us, called us names, and challenged your credit card payment. Please cease all communication with our company immediately. If not, you will leave us no choice but to share your communication with the local authorities. Consumer Response /* (2000, 7, 2022/05/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with most of your response, except the part about me challenging the credit card payment. While I threatened it since you never responded to my phone calls, I never did cancel it. I should have. I stand by everything I said about you since did not have the courtesy to contact me the day of the incident. The only reason I called after midnight on 4/4, is that I wanted to leave you a voicemail. I did not realize it was your cell number. To date you have in no way acknowledged the $4800 cost of replacing the flooring, or the $800 I spent trying to piecemeal replace the damage. It did not match. You have yet to call me to discuss the issue for which you take zero responsibility. I have yet to discuss this with anyone who agrees with your position that it was my job to protect the floors. I don't care what language you sneak into your contract. And you can bet I am going to seek further legal action. This BBB is only stage 2 of my response. I have told anyone who would listen that you do not stand behind your worker's action.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hired company for my move, the company broke a wire to my bed and it needs to be fixed *YOU ARE LIABLE if you break a cord or strip a wire. The 5 prongs of the plug was snapped off. *My bed would worked PERFECTLY before Big Man moving broke the cord to my bed, which allows it to move up and down. "Specialty bed" is a broad term and you should specify. Also, if your team was unsure of what to do with this "specialty bed" they could have relayed that to you to call me, your customer. Or removed everything except the mechanical part. Therefore it is your responsibility to ensure my bed was set up correctly and all parts not broken or damaged. I should be Compensated appropriately for my damaged cord and the time I have wasted, dealing with this issue.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/15) */ Hi ******, We are sorry to hear you are having an issue reclining on your adjustable mechanical bed. Total customer satisfaction is always our top priority. We always recommend calling the manufacturer weeks before the move so they can send out a certified technician to disassemble and package the bed. Having the manufacturer perform this function guarantees the item is handled professionally and the warranty doesn't get voided from a third party touching the bed. When our team arrived for your move the bed was not taken apart or packaged and this action was against your contract and our recommendation. Please see below for the language copy/pasted right off your signed contract. *****Specialty Beds: Any specialty mattresses like Tempur-Pedic or Sleep Number beds with electronic bases need special care. We simply unplug the power chords, wrap them and move them assembled. We are not liable for any mechanical issues or if anything gets unplugged during the move. If the customer wants to ensure everything works on both ends they should have the manufacturer disassemble/assemble these specialty beds prior to the move. ****** You are a great repeat customer and we offered you a $300+ discount on this tiny job or about 40%. We are surprised to be replying to this complaint knowing you still have not had a certified technician out to inspect the bed. We don't have any facts and we still don't know if anything is actually broken. Our team didn't drop the bed or mishandle the bed, we simply moved it fully assembled. Once a certified technician comes out to inspect your bed in the coming weeks hopefully this is as easy as plugging something in. If not, these beds usually come with a good warranty and if a plug came loose or came out this should be covered under their warranty. Please call us if you need any additional assistance. Big Man's Moving

*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. ↩