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:09/08/2025

  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 hired shawn and shawn for a residential move that took place on 8/14/2025. They were to move items from my current condo into a new condo unit and discard of pre-selected items from the new condo unit. The movers were to remove a mattress and bed and there was a mattress pad/Sleep 8 pod system attached to the bed. They asked if that should stay. They were instructed that it should. Despite that, they detached the mattress pad from the Pod unit and took the mattress pad with the mattress and then disposed of it at the dump. I contacted Shawn and Shawn moving and spoke to their representative ****** who reassured me that this was certainly a error and that I should expect to be compensated for the mattress pad and asked for a receipt. At first I did not have it. I relayed I remembered the unit costing $1800. He offered to write me an $1800 check and that he would also reach out to the owners to let them know. I told him I would also try to find proof of purchase. In the meantime when I followed up I was then told without my receipt there was really "nothing they could do"I reached back out to the company and actually obtained the proof of purchase and then expected to be reimbursed. Instead I was told that the owners did not want to pay me any more than the cost of the move as "both parties were at fault" which is inaccurate.I asked to speak to the owners. I was told I would receive a call back that day. It has now been over a week of no communication.Items were wrongly removed from my phone and I have not been offered an appropriate resolution. I informed the company I would be making this complaint left with no additional options.

  

  Business Response

  Date: 10/01/2025

  We sincerely regret the misunderstanding that occurred during this move. It is important to note that the customer was not present on site during the relocation, and instead a representative provided instructions on which items should be taken. Unfortunately, this led to miscommunication between both parties regarding what was to remain and what was to be removed. Per industry standards and federal regulations, our legal liability for lost or damaged items is limited to $0.60 per pound. Despite this, we went above and beyond industry standards in our effort to make things right. We offered several options to resolve this matter, including compensation well beyond our legal responsibility. While we strive to provide the highest level of service, this situation arose from the lack of clear communication on both sides. We remain committed to working with our customers in good faith and providing options that go beyond what is required under law and industry practice.

  Customer Answer

  Date: 10/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****