Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We told the movers not to use a dolly on our steps because they would break the laminate. They did so anyways and broke a bunch of our steps. When we notified the company, the company offered to pay $150 to glue the cracks. Once the steps are broken, gluing the cracks is a temporary fix. We need to be reimbursed for the amount of having a professional put new planks on the steps that this company broke.

  Business response

  09/19/2024

  I was unable to locate the complainant's name in our database, so I reached out to ***** personally to gather more information. The job in question was listed under a different name, "***** ********," with services provided on June 18, 2024. The client submitted a claim the following day, June 19, and our claims specialist contacted the client via email that same day. We received photos from the client showing scratches on the stairs and forwarded this information to our repair specialist (a third-party company), who confirmed they could perform the necessary repairs. However, when our specialist reached out to the client, the client refused the repair and requested completely new steps instead. This refusal occurred around June 26, shortly after the claim was submitted. We have maintained thorough email correspondence with the client throughout this process for documentation purposes. After the client's refusal of the repair, we issued a reimbursement of $150 to the card used for the service date. The client expressed that this amount was insufficient to cover both materials and the clients time for repairs. While we offered a viable repair solution, it was declined, and the next step was to provide the refund. We believe we acted promptly and to the best of our ability given the circumstances and the client's unwillingness to allow us to address the repair.

  I have attached photos of the stairs for your review (files are not uploading so sent an email to BBB with them) 

  Thank you for your understanding. Please let me know if you need any further information.

  Customer response

  09/19/2024

   
  Complaint: 22305642
  
  I am rejecting this response because: the original response from the business was insufficient and did not accurately address the issue in a proper manner.

  The business says: "We received photos from the client showing scratches on the stairs and forwarded this information to our repair specialist (a third-party company), who confirmed they could perform the necessary repairs"

  Response: There are a couple scratches but the main issue are the cracks and detached planks that greatly exceed the issue of mere scratches. These are hard to capture in pictures. We invited the business to come out and see the damage and they declined. Furthermore, buffing the scratches would not constitute "performing the necessary repairs," as even with the planks buffed we still would have broken and detached planks.
  

  The business says: "However, when our specialist reached out to the client, the client refused the repair and requested completely new steps instead."

  Response: We rejected having the scratches buffed because it would not fix the main issue that the business incurred, which were broken steps.

  The business says: "After the client's refusal of the repair, we issued a reimbursement of $150 to the card used for the service date. The client expressed that this amount was insufficient to cover both materials and the clients time for repairs."

  Response: We still maintain this perspective, as $150 will not be sufficient to address replacing the broken steps.

  The Business says: "While we offered a viable repair solution, it was declined, and the next step was to provide the refund."

  Response: The business offered an amount that was clearly not sufficient to address the extent of the issue.
  
  Sincerely,
  
  ***** *******

  Business response

  09/20/2024

  *****,

  Thank you for reaching out on behalf of our client. Im sorry to hear that you feel this way about the situation. I want to clarify the steps weve taken regarding this claim. From the start, our focus has been on supporting our client. Upon receiving the initial photos, we promptly contacted a third-party repair company, which confirmed they could handle the repairs. However, the client chose not to proceed with this option. In light of this decision, we issued a refund of $150, which is slightly more than the estimated repair cost we were told by the company. We took these actions swiftly: we reached out to the client the same day the claim was filed, contacted the repair company immediately, and processed the refund promptly after the repair was declined.

  I appreciate your understanding, and if there are any further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told that for two men for two hours of moving only, no truck no dolly no packing just moving would be $140 with a deposit of $98. Two guys got here on day we scheduled and moved our stuff for a hour and a half for a total of $192. After looking at my credit card statement they did charge me for $ 98 and them for $192 saying that the deposit was for the truck charge. This is an unfair practice that takes advantage of people being charge over double the quote with less time and saying that there is a truck fee, and others is wrong, this is aganist the law. Since I am poor and on disability, I cannot fight them I have to hope BBB will help me.

  Business response

  05/16/2024

  *************************** called into our call center to book their appointment. During this call with our agent, the rates were explained in detail prior to the booking. This call and any calls are recorded and can be provided if needed. Email correspondence was followed up. The client requested the team for 2-3 hours, however they finished the job in just 1.5 hours. The client was only charged for this amount of labor. All of our moves/labor jobs have a truck and travel fee. This fee gets us from our office to the clients location and also back, gas, taxes, equipment used, and any material we may use. We do not charge additional fees for long walks, stairs, heavy items, etc. our pricing is all inclusive and upfront. These prices were agreed upon prior to the job. We have a contract with the client. The client only paid the truck and travel & the 1.5 hourly rate that it took (we do not charge into the next hour). We pride ourselves on being transparent, and believe this to be miss communication in understanding our pricing. However I hope this explanation helps! 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had issues From my first phone call when they entered the email address incorrect so I never got a confirmation for my apt. I called 1 week ago to confirm my apt because the storm was coming. Said I wanted a call back. Never received a call. They came yesterday 10:32am , completed the job 11:17am less than 1 hour. I was double charged then the mover debated me when I addressed the issue asking for a refund for that hour. He tried telling me he arrived 9:30am which was a lie for them to make extra money. The whole situation was unprofessional and unacceptable. I want a full refund for the service was terrible from the start. No email confirmation, no manager call 2 weeks prior to move as they promise when booking the apt and paying deposit. No call back from anyone when I was concerned with the storm assuring my apt would be set still. And worst of all being double charged then having to argue when I have proof of their arrival time for I live in a condo where the *** president allowed them to enter 10:32am. I would like a full refund for how this whole situation was handled. Im extremely unhappy with their service. I would not refer this company to anyone

  Business response

  09/14/2023

  An unintentional math error occurred.  An apology was issued and a refund initiated within 48 hrs. after the incident. Our employees always strive for accuracy and professionalism.  No intentional overcharge was intended.  This also happened the day our area was under a hurricane warning and the team was under pressure to help as many of the clients scheduled as possible.   We are sorry her expectations were not met.  This was not our intention.

  Customer response

  09/23/2023

   
  Complaint: 20544191
  
  I am rejecting this response because: I had issues with this from the day I called to hire them.   I was told on that call I would receive an email with my deposit payment, along with details of my appointment directly after the call.    I never received that email.   I called to find out why.  Was told Id get an email right after again.  Still didnt receive an email (when I had already been charged.   Finally the 3rd call I got a re*******ative to correct their mistake and email the info to the correct email.   I was told on the original booking call Id receive a call from a local manager 2 weeks prior to my appointment.   To go over everything and answer any questions I had.   I never received a phone call from a manager.    I called 1 week prior to my appointment to ask to speak to a manager , to go over everything and assure they were still coming due to the hurricane.   I was told on that call Id receive a call from the local manager within 24 hours.   I never received a call yet again.  At this point I was very frustrated for I needed to be sure my appointment was set and I did have questions.   I received a confirmation text the day prior to my appointment stating they would be arriving between **** the next day.   I clicked to confirm my appointment but still never spoke to a manager to have my questions answered.   On 8/29 9:47am I requested an eta because I had not heard anything.  The hurricane was coming and I had to be moved that day.   10:02 I got a call from Trevon stating they were on the way to me.   10:28 he called back to say he thought he was in our parking lot.   We walked down greeted them.  My hoa president scanned them into the building 10:30 am.  They began the move 10:33 am.  Ended 11:17 am.   Not only was I double charged which yes I did receive the ***** credit for.   I had to call Trevon and argue with him on the phone because he insisted he arrived 9:30 am and we were charged the correct amount  with my phone  log of calls, cameras in our parking garage and the hoa president ******* to allow them to enter the building that was more then proof they didnt arrive until 10:30    This was no mistake   He was being sneaky intentionally trying to scam us by charging us more    The entire experience was unorganized , unprofessional , and unacceptable   Therefore I want a full refund for my service   

  
  Sincerely,
  
  *******************;

• Initial Complaint

  04/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I scheduled movers to pack my 26' moving truck @ ***********************************************************************. The movers did NOT complete the job, one was very unprofessional. I had to rent an enclosed trailer to pack items that "did not fit". *I just moved in 10/22 and sold couch, refrigerator, outdoor furniture... otherwise all the same items were moving back. ALL would have fit, provided the employees had any experience.All my personal items and furniture were haphazardly thrown in the truck, many of my moving blankets went unused as well as cushion packing went unused that was meant to place between large items. All furniture was damaged. Multiple calls to dispatch without resolution since 3/30; 3/30, ***** @1153, 3/31 ********* @1156, and ***** at ****. I was then given the number to Operations Mgr, *****, who never answered or returned any calls; 3/31 ***** @ **** + **** and again 4/6 @1136 + a text. Dispatch 4/7 0815 ***** (who started a claim & then were were disconnected, no call back) @0833 ********* contacted the owner, *******, but "could not take my call".8 phone calls without a claim being started or no one returning my calls is unacceptable.

  Business response

  09/11/2024

  As part of my commitment to customer satisfaction, I am currently reviewing past complaints to ensure each issue has been properly addressed. I take this matter very seriously and am dedicated to personally resolving any concerns. Regarding this complaint, I have attached the relevant contract and additional information about the service provided, including timelines and our staffs handling of the situation. The complaint was opened on April 7, 2023, and a resolution response was provided within days, on April 14, 2023, by our claims specialist, *****. The client hired us to load a U-Haul, and we dispatched two well-trained and experienced movers. The team successfully loaded the truck but noted that the space was insufficient and recommended an additional truck to fit all items. Please find attached our contract and terms of service. For labor jobs involving loading pods or trucks, our liability is limited to the time the items are in our possession which was released at the .60 per lb option chosen by the client prior to the job start. Once the truck or pod door is closed, our liability is released as the items are no longer under our care or supervision, as stated in our contract. In good faith, ***** issued a $50 refund to the client on April 14, 2023, and this refund was communicated to the client via email.

   

  The contract attachment will not allow to be uploaded (too large / can not support message) - can provide if needed! 

  Customer response

  09/11/2024

   
  Complaint: 19908497
  
  I am rejecting this response because:

  One of the movers was NOT experienced and was VERY rude and argumentative. Additionally, I witnessed a family heirloom chest was tipped on its side and rotated on the concrete resulting in damage. After pointing this out to the employee, he shrugged his shoulders and dismissed his actions.
  MANY moving blankets were supplied, NONE were used. They were simply thrown in on top of other items. Disgraceful. All my property was damaged.

  This should be a professional service, not something I should have to direct. Unprofessional. 
  
  Sincerely,
  
  ***********************

  Business response

  09/11/2024

  Im sorry to hear that you were not satisfied with the service you received. I want to assure you that our team, each of whom has been with our company for over two years, is highly trained and has consistently received positive feedback throughout their tenure. I understand your concerns, and I want to clarify that our responsiveness to your claim was prompt. You filed a claim with us on April 7, 2023, and our claims specialist, *****, reached out to you the same day. In reviewing the situation, I note that our contract outlines our limited liability regarding trucks or portable storage units that are not in our possession or control. Additionally, the valuation coverage you selected was $0.60 per pound. Despite these terms, we issued a refund of over 10% of the job cost in an effort to address your concerns.
  

  Customer response

  09/11/2024

   
  Complaint: 19908497
  
  I am rejecting this response because: I have 30+ photos of damage to all my furniture that was not wrapped in moving blankets and others items that were just wrapped in plastic. 
  I did not receive a response from ***** for close to 10 business days. All other calls I made were sent to dispatch and went unreturned because the manager was driving. 
  I do not recall receiving the stated $50 check for damages. What an insult to thousands of dollars in damage due to untrained, unskilled, unprofessional movers. 
  This was my TWENTIETH move and the ONLY time my property has been damaged. Additionally, almost EVERY single furniture piece was damaged. 
  Despicable actions with poor excuses.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I completed a move in August of 2022 when I moved to a rental using this company, the job was completed perfectly and the correct size truck was sent, I called the company again in February of 2023 to complete another move to my permeant home and spoke to ***** the location manager and we went over what we were moving and that he pulled my previous file and was going to send the same size truck. Upon arrival on moving day the movers immediately stated that they had requested a bigger truck and weren't sure if everything would fit in the truck provided for this move. The movers trying to make everything fit decided to take everything apart down to the smallest size possible, which in turn made the job take way longer than it should have, but it still did not accomplish making everything fit into the truck. At the time when we finished unpacking the truck it was not shown to me, but later I noticed that three pieces of my furniture were broken and placed in away that I would not notice right away. Also, my rental was left with 4 truck loads that I would have to move myself in my own vehicle as well as a piece of granite countertop that was too heavy for me to move, which I was forced to give away to get it removed in time to meet my move out date. I filed a claim with the movers on Feb 21st, once I finished moving everything else out of my rental. At this time I have called and left messages along with cooperate calling and leaving messages and no one will return any calls at all.

  Business response

  09/11/2024

  As part of my commitment to customer satisfaction, I am currently reviewing past complaints to ensure that each issue has been thoroughly addressed. I take this matter very seriously and am dedicated to resolving any concerns personally. The complaint in question pertains to a move conducted on February 15, 2023. Our team, composed of well-trained professionals, successfully completed the move from point A to point B. According to our records, the client was satisfied with the service, as evidenced by a generous tip of $158.74. Additionally, we provided a discount of $55.70 on the day of the move to address any immediate concerns. Despite these efforts, the client disputed the full amount with their bank. We responded to the chargeback with comprehensive documentation, including receipts, GPS tracking data, and photos. The bank reviewed the evidence and ultimately ruled in our favor, reissuing the funds to our account. While I understand that the client may have felt we did not meet their expectations, we made significant efforts to provide excellent service, as reflected by the tip and the discount provided on the day of the move. We also handled the chargeback dispute effectively, which further demonstrates our commitment to addressing any issues.

  
  If there are any additional details or concerns that need to be addressed, please let me know. I am here to ensure that all issues are resolved to the best of our ability.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had N appointment from 2-4. I called T **** to see where my status was. t 10 pm I called to see what was going on. The local franchise had t responded

  Business response

  09/11/2024

  As part of my commitment to customer satisfaction, I am currently reviewing past complaints to ensure that every issue has been thoroughly addressed. I take this matter very seriously and am dedicated to resolving any concerns personally. Upon a thorough review of our database, I was unable to locate any records related to the client mentioned in the complaint. It appears that we did not provide any services for this client, as indicated in the complaint. I could not find any information suggesting that this complaint pertains to our location, another College Hunks location, or even a different company altogether.
  If you have any additional details or can provide further clarification, it would be greatly appreciated. I am committed to ensuring that any genuine concerns are addressed appropriately.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The crew that performed the work didn't take advantage of any of the wrapping supplies I had for hard-set furniture or upsell me any, aside from plastic wrap, although I mentioned that both were fine for me, at their judgement. The truck pack was a little chaotic as well- both of these factors unfortunately acted in opposition to my expectations for how the work would go. Denied the ability to claim insurance for furniture damage on basis that insurance is effectively void if items are packed into a truck that is not theirs, however that is absolutely not in the spirit or language of the insurance.

  Business response

  09/11/2024

  As part of my commitment to customer satisfaction, I am currently reviewing past complaints to ensure that every issue has been thoroughly addressed. I take this matter very seriously and am dedicated to resolving any concerns personally. Upon reviewing your complaint, I see that a formal claim was filed on August 27, 2022. Our claims specialist, *****, reached out to you on August 29th requesting additional information, and a follow-up email was sent on September 2nd. Unfortunately, we did not receive a response from you. According to the information provided in your complaint and the terms outlined in our contract and quote, you hired us to load a truck. It was noted in your initial complaint with the BBB that "insurance" was denied. However, we do not sell insurance; instead, we offer Florida-mandated liability coverage of $0.60 per pound and additional in-house coverage at an extra cost. This coverage applies only while items are in our possession during the move. Once the truck is loaded and driven by someone else, our liability for the possessions is no longer in effect, as clearly stated in our contract. We cannot be held liable for any damage that occurs due to harsh braking, turning, or other factors beyond our control once the items are no longer in our possession. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Originally scheduled a move with College Hunks on Sept 21, but they provided me an incorrect price per hour for 3 movers so I found another company and cancelled with College Hunks just 2 days later on Sept 23. They charged me a $98.00 deposit, the service was cancelled however I still have not received my credit for the ************* been 2 weeks. Please refund me my money.

  Customer response

  01/26/2023

  Hello,

  
  

  Regarding file #******** I heard from College Hunks Movers and have received the $98.00 refund. Please close this complaint. Thank you

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked college hunks to to my move from madison ********** to ******** **********. I gave a deposit at time of booking of $180.00. On the day of the move August 12th i was waiting for mover to arrive at designated time. I heard nothing. I called them and found out that they did not have anyone to move me that day. I was left hanging with no movers and had to get out of where I was. Eventually I did get a call from the manager of ******** that they were short handed. I asked for refund of deposit and was told I would get it back since I was not moved. I have called numerous times, written and was told I would get the refund back and never have.I am still waiting for it. I even have a claim # ******* that was assigned and still no response. this was assigned on 9/8. In the meantime I have called and still keep getting answer that it will be refunded. I keep checking and it is not refunded. I under stand the refund does take time but to be told each time I call that it is getting processed right away by the manager of the franchise and it is has not is very frustrating so I am still waiting for my refund with no results.

  Business response

  09/21/2022

  It looks like we processed a refund of $180 on Sept 14th at 9:56am, to a **** card ending in ****. This is the same card that the original deposit was charged to. I attached a screenshot. 

  Customer response

  09/29/2022

   
  Complaint: 18049997
  
  I am rejecting this response because:

  I still do not have credit back to my account from this business.  I will need  a tracing number for  TRANSACTION

  It is still not credited back as of August 29 2022.

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

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have canceled my original booking within a few days. I was told if I canceled a few days before my move day, I would get refunded. I canceled a month beyond my move and was told I'd be refunded within 7 business days. It has been 2 weeks and still no refund. It shouldn't be this hard to get a refund. This alone makes me not want to try this business again. On top of when I first called to get a quote, the guy was very sales-y and wanted to get my deposit quickly.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/06) */ I believe this is for the wrong location. We are located in largo Florida. I do not see this client in our system, we are a franchise system that is located all over the US.

*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. ↩