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:03/25/2025

  Type:Product 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.

  Summary of Experience with Pack and Load:We chose Pack and Load, recommended by ***S, for their professionalism and efficiency. Unfortunately, our experience involved delays, poor communication, and subpar service.Timeline and Key Events:Pack and Load arrived late at 8:50 AM (scheduled for earlier) and had limited English speakers. They spent time on low-priority items and reassured us everything would fit, but took a longer lunch than promised. The team worked slowly, needing frequent ************* 7:00 PM, many boxes were still unpacked, and the *** was too small. Priority items like ceramic pots werent packed first. Workers suggested paying cash to continue, and our request for a supervisor was ignored.Unprofessional Behavior and Issues:The *** was exposed to rain, damaging belongings. Fragile items were poorly packed, and we had to request a blanket replacement for a sofa.Shakedown ******************** intentionally worked inefficiently to request additional payment. The slow pace and cash-payment suggestions were uncomfortable.Communication Issues:Despite requests, no supervisor contacted us. We were asked to approve extra charges via text, which we didnt approve. Communication was ******* the end of the day, I had to cancel a farewell event to manage the situation. I micromanaged while workers continued inefficiently, making what should have been a straightforward service stressful.

  

  Business Response

  Date: 04/03/2025

  *** ****** has multiple issues in her complaint and will address them individually...

  "They arrived late at 8:50am (scheduled for earlier" - While the arrival time is accurate, we were by no means "late".  We never promise exact start times, rather, we provide a arrival window which was 8-11am.

   "They spent time on low-priority items" - I have no idea what this means.  We were hired to pack her boxes and load them into the portable storage container whe had rented. She was responsible for letting us know if there was a hierarchy for her items which did not occur.

  "They reassured us everything would fit" - This is just not accurate.  We NEVER claim that a customer's belongings will all fit into the size storage container that they rent.  We always try to fit everything but in many cases the customer just does not rent enough storage space and that was the case for *** ******.

  "Took longer than promised" - We never "promised" how long a job may take, rather, we offer two pricing models.  One is a flat rate, which is one price regardless of time...the second is an hourly price which is based upon the actual hours spent.  In this case, the customer chose the hourly rate. Once we nearly finished loading her storage container, it became apparent that all of her belongings would not fit so the customer had us unload the container and then reload it the items that were prioritized by her.  This caused additional hours to incur.

  "We were asked to approve extra charges via text, which we didn't approve" - We attempted many times to telephone the customer but she would never answer so we sent texts.  She did not respond to them either so we spoke to our crew who was performing the job and they receive verbal permission to continue the job from the customer.  Additionally, *** ****** had signed our customer work order, indicating she agreed to pay for all services rendered.

  In closing, she is requesting a refund but she failed to mention that she charged back with her credit card company all of the charges paid for the move.  Our team was there hours and as of right now, we have been paid a net total of $0 due to these chargebacks.  This case should be closed and continued in the chargeback venue.

   

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23106601
  
  I am rejecting this response - please see attached. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/21/2025

  I do not know what her rejection is as she only stated "please see attached".  We addressed her issues individually...furthermore, once again she made no mention the she charged back with her credit card company all the monies that she had paid for our services. He "Desired Resolution" was "Refund".  That was constructively done with her chargebacks.  This case should be closed!
  

• Initial Complaint

  Date:03/11/2025

  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 hired Pack and Load to load-out our furniture into a storage container and to move a refrigerator from the kitchen to the pantry. No issues were experienced with the load out as professional movers were used. Pack and Load was also hired to move the furniture back into our home and to move the refrigerator back into the kitchen. It was during this load-in when we experienced issues. The damage to our property was directly related to the unqualified, unprofessional personnel Pack and Load chose to send to our home.The movers provided did not have the necessary equipment to protect the new floor when moving the refrigerator. They ignored our instructions to move the refrigerator only with protection under the refrigerator. They moved it anyway, without protection for the new floor, resulting in gouges and deep scratches. They also destroyed the refrigerator handles by using a power tool on the brass set screws, thus stripping the screws and the handle threads. They repeatedly dropped furniture onto the new floor. We filed a complaint with *********** on October 29, 2024 and included receipts that their negligence caused $3736.71 worth of damage to the refrigerator and the newly installed hardwood flooring. The company responded to our claim stating Pack and Load is only responsible for $50. We filed a rebuttal on December 12th with no response from the company and sent a letter on January 8, 2025 to the President of the company with no response. At no time during the sales process, did anyone from Pack and Load state their maximum liabilities or offer additional insurance. This is deceitful and dishonest.We paid over $1500 for the load in and load out and are also out of pocket an additional $3736.71 for the repairs we had to make to our refrigerator and newly installed hardwood floors. We are requesting reimbursement for the damages their movers caused.

  

  Business Response

  Date: 03/26/2025

  In all due respect to *** *****,she was aware of our claims policy as she signed the customer work order stating she was in agreement with the policy.  If she has a concern about the policy at the time of the booking, she certainly could have asked about the policy at that time.  She also had over three months of time between her booking and the commencement of the job to ask any questions that she may have had. Additionally, we performed the same services for her several years earlier and our claims policy was disclosed to her at that time as well.  Furthermore, on her one-page quote, in bold letters, states "For complete terms and conditions, please refer to **********************".  In closing, she had plenty of time and opportunity to fully understand our claims policy.  He claim for damages was processed based upon this policy.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23041820
  
  I am rejecting this response because:

  The response provided by the unnamed Pack & Load entity did not address the issues presented in my complaint.

  Most importantly:
  1.  Pack & Load sent unskilled laborers to our home to re-install our belongings.
  2.  These laborers had neither the skills nor the equipment to safely move our belongings into our home.
  3.  The laborers ignored our directions to protect the new flooring, thus damaging it.
  4.  Pack & Loads liability limits should be stated plainly in the contract, not hidden away on some website.  It is deceitful to hide this important information.

  Yes, we previously used Pack & Load with no issues.  This was because the personnel sent to our home were professional and experienced.  They came with the proper protection equipment.  
  The Pack & Load quote we received states: Included with the service, our professional movers will supply dollies, rope to secure the load and tools for basic disassemble.  Pack & Load violated this commitment by sending ill-equipped and unskilled personnel to our home for the load-in of our furniture.

  I find it appalling that Pack & Load would allow its representatives to ignore homeowner instructions, encourage actions that damage personal property and then hide behind some clause thats not written on the contract, but hidden in the cloud somewhere.
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/12/2025

  Type:Billing 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.

  12/20/24 Contacted ******** at ************ Obtained quote to move items from storage unit to POD 20 ft away. I informed her of a heavy 3door floral refrigerator in order to ascertain whether there would be an extra charge. She told me there would NOT be an extra charge. Based on this info, P&L hired 2 men for 1/30/25 move. My card was charged $789 prior to the move - the amount I approved. All items items were moved quickly into the **** AFTER the move, ***** left me a voicemail stating I had been charged an extra $85 due to floral refrigerator. I had a specific account set up for this move and budgeted based on ********** quote. Due to this unexpected fee, my account became overdrawn. Immediately called ***** back, informing her of my discussion with ********. She told me the billing **** would call me back. The billing **** did not call me back. I had to email them multiple times over the next few days requesting call. After several emails, I received 2/5/25 email stating, "I am the billing department. $85.00 was charged for A bulky item described as a large fridge. Do you have any further questions?" I replied back that I'd like to discuss the $85 charge which I did not approve and caused my account to be overdrawn. ********* then called me stating she was in charge of billing and said the extra fee was for the refrigerator. I reiterated that I had spoken to ******** prior to any move, alerted her to the refrigerator, and she said there would be no extra charge (******** confirmed this). ********* stated because it was a large item, there should've been 3 movers, not 2. I informed her that was not up to me. I asked her why, even though ***** said billing would call me, they never did.. She told me her mother had died. I expressed my condolences for her loss, but also asked her to remove the charge. She told me she needed approval and she'd call me back next day. I have yet to receive a call back, even after emailing. I just want the extra $85 charge credited.

  

  Business Response

  Date: 02/24/2025

  I did take the time to review the calls related to Ms. ******** move.  During the sales call, ********, our move coordinator and Ms. ****** did have a conversation regarding a 3-door refrigerator.  Ms. ****** did disclose that she had a 3 door refrigerator and ******** did tell her she felt it could easily be handled by two movers.  She thought it was just a typical 3-door fridge...unfortunately, when our team arrived, we discovered that it was a 3 door commercial stized unit. If it was a typical refrigerator, there would not be an additional charge...in this instance, the fridge was oversized which would trigger the "Bulky Item" charge of $85.00.  We attempted to discuss this with Ms. ****** on the day of the job but our call went to voicemail.

  In any event, we have decided to refund the $85.00 bulky item charge.  Although this fee is justified since the refrigerator was so large, we did not do a good enough job of identifying it's size when Ms. ****** booked in.  If she had mentioned that she had a 3 door commercial sized refrigerator, we would have explained at that time the bulky item charge...unfortunately, she just mentioned she had a 3 door fridge and we didn't ask specific enough questions to determine what the actual size of it was.  

  The refund is being processed today.

• Initial Complaint

  Date:01/15/2025

  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 moving company has a terrible damage coverage policy:They only reimburse up to $250 for the entire move and $25 per item, regardless of fault. They broke a ***** light and the movers accepted responsibility and then the company said, tough. we won't cover it even if it was our fault. If they dont pack and unpack your items, they wont cover any damages, even for moves into pods.I regret using this company and would strongly advise others to avoid them. People need to be warned about using this company.

  

  Business Response

  Date: 01/17/2025

  We mailed a claims packet to Ms. ******* on 12/06/2024...she has yet to return the completed form.  I cannot tell what had happened to her alleged damaged light, however, I did review the job notes from both days moves. Our customer service department spoke to Ms. ******* on several occasions during the course of these moves and at not time did she ever mention anything about a broken light. 

  In regards to her complaint about the our claims policy, she had agreed to it as evidenced by her signature at the bottom of our 1-page work order, which clearly states the policy limits.

   

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22812148
  
  I am rejecting this response because:  I received a message that they confirmed they received my claim.  Below is their response. Which is basicly, yes we only cover 250 even thought the item they broke was worth $2400.00. Consumers should be warned about this business. They knowingly move peoples stuff worth 1000s of dollars and then turn around and say they only cover ****** worth.  

  here is the email they sent to me.

  Hi *******,
  
  We have received your claims packet and documents. Yes, per our terms and conditions, we can only cover up to $******, I have provided the link to our terms and conditions below.
  ****************************************************
  
  Best Regards,
  ****** ********

   

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

  

  Business Response

  Date: 02/12/2025

  As previously mentioned, Ms. ******* was aware of our claims policy as evidenced by her signature on the 1 page customer work order that she had signed.  A claims determination letter has been sent to her based upon this agreed-upon policy.

• Initial Complaint

  Date:12/23/2024

  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.

  On 11/7/24 PACK AND LOAD came to my house and loaded a PODS container. I provided 20 blankets to the men doing it, as requested by the company the day before. When the container arrived at its destination I saw that they had not wrapped my outdoor furniture, which is painted metal. Instead, they had piled it on top of each other and thrown the blankets on the bottom of the container. With shifting many of the pieces had chipped paint. I filed a complaint with PACK AND LOAD, including pictures, and an estimate for over $2000 to repowdercoat my furniture . Their response was that they were only responsible for $0.60/lb. They questimated the weight and came up with a total of $45.40 that I was due in compensation. This is ludicrous, but they claim their "contractual liability" is only for this amount!I claim that the least they owe me is the $655 I payed them to do the job since the job of "packing" was not even carried out. I am sorry I didn't read the other comments about this company before I hired them. My bad for not doing due diligence and PODS bad for actually listing them on the website as a recommended packing company.

  

  Business Response

  Date: 01/10/2025

  I reviewed the photos from Ms. ********* container loading and the pads were in fact used and not "thrown on the bottom of the container".  We used all of the pads that were supplied by the customer.  Her damage claim was processed based upon the claim policy that she agreed to in writing at $.60/LB. 

• Initial Complaint

  Date:11/11/2024

  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.

  On October 31, 2024 we called ***** of *********** to make final arrangements to pick up contents of our pod from ********* in ************* to be shipped to wintergarden fl. My husband made sure the pod was empty after the loading on the truck. The reason for the shipment to Wintergarden was the we lost our home and most of our contents during Hurricane ******* When we arrived at our wi tergarden residence, we unloaded our bins. We found that approximately 350 dollars in ********** quarters my deceased dad gave me were missing. Also an expensive long white coat was.missing. in addition a bin containing small appliances was missing plus a large collectable figure. When I called the pack and loan in largo I was referred to to a Ms ******* She told me she would check the truck and never called back until I called her. She was testy and told me to file a police ***ort. My husband and I are going through some terrible times as a result of the hurricane *********** *** should not have treated us so poorly. I hope no other customers of this company have to go thru what we did. Is the company just using invested casual labor?

  

  Business Response

  Date: 11/11/2024

  Our company, Pack & Load Services, have no record of serving this customer.  I suggest that she downloads her invoice so I can research this further. 

• Initial Complaint

  Date:10/24/2024

  Type:Product 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.

  7/24/2023 - Pack 7/25/2023 - Load 6/14/2024 - Unload Pack & Load Services states on their website "We'll help you securely load for transit and unwrap and return everything to its rightful place upon arrival. Our packing experts will make sure your goods are boxe(s)d and protected and safe for transport." "In addition to being the industry leader in container packing and loading, our team of professionals are experts .....our highly experienced specialists will efficiently and securely load and unload all your items." "By using our services, you'll save time and money by letting our 'detail-oriented experts' prepare, pack and load your mobile storage container." "..we understand the right way and the wrong way to plan, pack, and load your goods for transport...the combination of our exceptional customer service.." I initiated a claim for damages. I followed Item #3 of claim process providing a description of each article damaged and a picture; nature of claim in detail; approx weight to the best of my ability; Purchase date, cost and amount claimed. I received their review of my claim did 9/5/2024. Of the items I submitted they only itemized 2 items and combined 3 items offering me $87.60. I called the business five times (9/11, 9/12, 9/13 & 9/23. I finally spoke to someone - was told to send an email asking for a review of my claim which I did. I have since sent another email requesting a response - to no avail. I have not replaced or repaired the items and they are available for inspection as stated in Item #4 of Claim Process. I believe I have done my part and I do not believe Pack & Load Services have. I was given an Oct 5, 2024 date to sign "General Liability Release of Claims" - I have reached out to the company to discuss this as noted above. No response. I believe my claim is worthy of the maximum liability of $250. *************************** "reserves the right to inspection" and I welcome them to come out here and inspect and weigh all my items.

  

  Business Response

  Date: 11/11/2024

  Our claims department did respond to her communication by reevaluating her damage claim.  On October 30th, a new determination letter was sent to Ms. ***** and each item that was submitted on her claim form was processed based upon our agree-upon claims policy. We are awaiting her response.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22468398
  
  I am rejecting this response because:

  The reevaluation was not a reconsideration but an admission that they did not evaluate the claim in its entirety. This pattern of lack of customer service has been going on for four months now.  I wish I could put an "approximate weight" on that and submit a claim. 

  I again request that Pack & Load Services follow their own Claim Process Line item #4 and complete an inspection of items claimed. As I previously stated - estimating the weight of items by a lay person (customer) is not ensuring an accurate claim.  I estimated the weight of my mattress at 100lbs.  Today I called the Original Mattress Factory and was informed it actually weighs 111lbs.  Lumping items together is also not giving an accurate contractural liability.  For example: three lampshades each weighing 2lbs ea. = 6lbs x .60 = $3.60. Not the $1.20 offered in determination.  

  It is thesis concerns and more that leave me frustrated with their claims process.  I now have until November 30th, 2024 to accept this latest offer and am asking for a response before that time expires.

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

  

  Business Response

  Date: 11/27/2024

  Ms. ******* claim was evaluated @ $.60 per pound and the total valuation was $133.20.  The weight of each item was determined by Ms. ***** and the valuation was based upon those weights. Item #4 in our "Claim Process" form states that "Pack & Load Services reserve the right of inspection....".  The reason for this statement is to give us, Pack & Load Services, the right to inspect damages.  In this case, we waive that right as we processed every item on her claim form...we accept the that the items are damaged.

  Her claim was valued at $133.20 which included 3 lamps at $1.20 each.  Ms. ***** did not take the time to add up the figures on her claim determination letter.  Our offer stands.

  Customer Answer

  Date: 12/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only option provided to me.  I attempted to leave a review on the company website but it does not make that available.  I read many reviews on ****** and Yelp that I wish (along with many others), I had read before I hired this company.  Every testimonial they present on their website is a positive one and most are from 2020.  I trusted not only this company but the recommendation that **** gave them by listing them as a vendor to handle my needs.  

  I also trusted the BBB A rating bestowed upon this company only to find out it is given to companies that respond to complaints and does not reflect the quantity or nature of the complaints.  The consumer is not considered in that.

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

  Customer Answer

  Date: 01/07/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  I accepted the company's last response on Dec. 8, 2024 via complaint #******** and have not received a response or check from them. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/10/2025

  I do not understand Ms. ******* response.  She said she accepted out last offer, yet she never sent in the release of claims which would enable the finalization of her claim.  She can contact me directly to resolve this.

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I emailed the required form from October 30, 2024 today.  My understanding was that it had expired as it was past the 30 day **** and that further correspondence would only come through BBB.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/02/2024

  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.

  The movers refused my repeated request your use my tie downs to secure my property as a result my property was destroyed. They placed two of 12 straps on but they secured nothing. They failed yo pack it properly, left gaps, spaces and unsecured areas that caused my property to fall even before the pod moved. My property was loaded with boxes already falling over. They were shown property to load and did not. They refused to reload items that were not loaded properly to prevent damage. They closed the pod and the door was stuck already and unable to open due to their failing to secure it. They asked me to initial the invoice that was not filled in, said they would fill it in when done but then took the invoice and left. They were supposed to bring supplies such as plastic wrap to protect my property and did not. They overcharged for a 3rd, unnecessary mover. They refused to return my calls to address any of these issues. My property is damaged as a result.

  

  Business Response

  Date: 10/16/2024

  She has several issues in her complaint and I'll address each one...

  1. I reviewed the pictures of the loading of her container and found it to be loaded professionally.  Any gaps were due to not enough belongings to completely fill a 16' container. We secured her belongings with the necessary amount of straps required.

  2. Once again, i reviewed the pictures and we did use plastic wrap on the belongings that required it.

  3. As far as the extra man, she had ordered the extra man at the time she booked her job.  He was brought out on the day of the job as requested.

  4. As far as her alleged damages, she has yet to file a claim with our company.

  In closing,she is not due a refund but we certainly welcome her to file a cliam.
  

   

• Initial Complaint

  Date:09/18/2024

  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.

  We hired Pack and Load to pack, load and unpack us for a move from ******* ** to ****** NC using PODS. **** company listed them as their top rated service to do this work.Each day (5 days total) team arrived at the very end of scheduled range (9-11 am, showed up very close to 11)and I instructed what items to pack and/or load that day. I had to remind them each day to be careful with furniture, after repeated requests to BOX all TV's and monitors, etc. This info was given to scheduler so appropriate materials would come with team. all items (to my knowledge at the time since I cant have eyes on an entire house at a given time)loaded, and POD locked BY ME. At unload, there was a computer monitor WRAPPED IN A BLANKET unloaded, and as you might expect a broken screen. A planter that was not wrapped at all came out broken, but was arranged on my porch such that at a glance it did not appear broken. Large pieces of furniture needed to go up an open stairwell, the team mishandled, I can only suppose they had NO experience EVEN THOUGH THIS SERVICE IS A PACKING AND MOVING SERVICE. Put dozens of deep gashes in my NEW drywall that was spotless at purchase. of course the team leaves before we unpack all the boxes, but at the end of unpacking we discovered a decorative bottle full of change was missing. We thought another item was missing but found it after claim was submitted in the last box.I filed a claim for value, totally $1000.00, missing items totaled about $275, damaged planter was $150, monitor was $179, repair of the walls in stairwell, paint valued at $400. total $1004.00 I was sent an offer of $38 and some change.I can not understand how a service whose job it is to pack and load your belongings is not responsible for theft and damage. Their reason was that their team is not responsible for loss. Please help recover my losses. I paid this company $8045.66 for their services and I cant get a can of paint for what they offered.

  

  Business Response

  Date: 09/24/2024

  Ms. *********** complaint had to do with the filing of her claim.  We did spend 5 days total on her mover, 3 days packing her belongings and loading her containers in ******* and 2 days unloading her containers in ***  During every step of the mover, they had signed our one-page paperwork, agreeing to our damage claim policy. Her claim for damages was processed based upon this policy.  As far as missing items, we never take possession of the customers belongings during the move.  We strictly move them from their residence (under their supervision) directly into the portable storage containers that they had rented.  Once the loading is completed, our job is complete. I would suggest that Ms. ********* continue to look for any items that she reported missing to us (she already admitted she found one item subsequent to the filing of her claim). Since we never take possession of the customer's things, we have no liability for missing items.  Our claim determination remains open.

  Customer Answer

  Date: 09/24/2024

   I am not satisfied with the response because your workers definitely stole the bottle full of coins, as it did not come out of a POD. They were the only ones who touched the belongings in the garage to pack them. 

  I told the crew repeatedly to box all tvs and monitors and they did not. And they placed a broken planter on arrival like a 5 year old who is hiding damage from their mother, instead of admitting it was not packed properly.
  as for the damaged walls your crew admitted they did it, showed it to me and said they were not capable and would have to send a 2nd crew the next day to finish. 
  we have moved 7 times over 30 years and these teams were absolutely the worst. I cant believe you can run this business with absolutely no liability for the very service you provide. I would never have thought the terms would state you are not liable for the secure transfer of my goods from home to pod and back again. That has to be legally impossible. 

  

  Business Response

  Date: 10/07/2024

  Regarding the TV's and Monitors, we do not provide boxes for them and it is the customer's responsibility to have the boxes on site if they want their TV's protected. These tv boxes are specialty boxes...we ALWAYS suggest to the customer at the time of the job booking to purchase any necessary TV boxes and we will be glad to pack them as part of our service. She did not provide any. boxes.  As far as the stolen jar of change, I'd like to reiterate that we never take possession of her belongings, we just load them into her storage container. I

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22298815
  
  I am rejecting this response because:

  your claim that you do not provide boxes is absolutely false as I was asked by the coordinator on the phone how many tvs and monitors I had to pack so she would send AND CHARGE me for the number of boxes needed. I was asked about sizes of each one. 
  I was also charged for moving blankets which were multilayered paper sheets that were put under the shrink wrap. I paid for all of that. 
  again, theft of an item is obviously something that your teams should be held accountable for. The fact that it was in my home on packing day and did not arrive after unpacking shows it was stolen. I am working with my previous neighbor to obtain his security footage and will continue to pursue this. I would like names of the 2 packing crews from first two days, I have a right to that information. I still contend this service is a sham to collect $1000s of dollars from customers with no responsibility for the job.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:09/13/2024

  Type:Sales and Advertising 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 contracted with Pack & Load Services to load 2 16 foot *************** with our household goods on 9/5/2024. Part of that loading process included an upright piano. When the crew showed up we emphasized the piano needed to go on first numerous times. The crew worked very slowly and would not load the piano along with other items. This resulted in 3 additional hours @ ****** per hour over and above the original estimate. We had to get 2 more U-Haul UBoxes to complete the process and load the piano ourselves with significant additional cost.

  

  Business Response

  Date: 09/24/2024

  Mr. Payton had hired us to his home and load two 16' portable storage containers that he had rented. This complaint is the 1st time that I have heard about a piano not being loaded.  During the interview process prior to writing our estimate, we specifically ask the customer if he has a piano and the answer was no.  The reason for this question is the fact that we charge extra for the piano move and it requires special equipment. If there was a piano on site, our crew will not move it without is being previously disclosed.  As far as the time it took to load his two containers, the average time to load one 16' portable storage container can range from three to six hours, depending on the circumstances and conditions surrounding the move.  In this case, we loaded two containers in six hours which is a very efficient.  Finally, he mentioned that he had to get 2 more U-Haul Uboxes to complete his move...the reason for this is the fact that all of his belongings did not fit into the two portable storage containers that HE had rented.  We were hired to completely load two 16' portable storage containers and that is precisely what we did. We do owe him a refund.

   

  One other note, this complaint comes as a complete surprise to us at the time of our CSR team's close-out call to him at the end of the job, he stated that the job "Went well...Great job!...Really impressive work! and he gave us a review score of 5, which is the highest he could have rated us.
  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22281054
  
  I am rejecting this response because:

  This is in no way resolved, Pack & Load is not telling the truth regarding this process.

   

  In addition, we also have damaged furniture due to their sloppy packing of the first container.

  
  
  Sincerely,
  
  Dan Payton