Business Profile

Moving Brokers

3 Brothers Moving & Storage LLC

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Complaints

Customer Complaints Summary

190 total complaints in the last 3 years.
119 complaints closed in the last 12 months.

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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:08/20/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company advertised as moving company and were in fact a moving broker. they subcontracted to Pole Position carriers that I also file a complaint against.they provide terrible service hire companies that come and demand more money due to low balling the estimate. please see complaint ******** for detailed description o f events
Business Response
Date: 08/31/2024
Based on the notations made at the time of pickup, there were additional items and some that were larger than originally estimated. The estimate is primarily based on the amount of space your items occupy within the truck. If there are additional items or if the items are larger than initially described, this requires more space in the truck for transport, which will affect the overall cost.
Customer Answer
Date: 08/31/2024

Complaint: 22167619

I am rejecting this response because:
Was told I needed 1500 cu/ft day of pick up. Was quoted for near 800cu/ ft
Asked say if pick up where I truck would 1500 cu/ft take up..approximately the 20 ft of a 26 ft 2200 cu/ft truck.
On arrival in another 26 ft 2200 cu/ft truck my belongings miraculously fit to bear the 12 ft of the 26 dt of truck.
I was misled that I needed more cu/ft and upcharged $2800 more. When in fact my original quoted cu/ ft was enough.
I am seeking this $2800 back since this was not necessary for items as told under false pretenses.

Sincerely,

***** *****
Business Response
Date: 09/18/2024
As previously stated the additional space was required due to the additional items and the items being larger than originally disclosed.
Customer Answer
Date: 09/18/2024

Complaint: 22167619

I am rejecting this response because:
As previously stated upon delivery my items miraculously fit within the original quoted space on truck within the 800ish cubic feet. When items loaded into 1st truck ( which was same size at 26foot ***** cubic feet) they loaded it to the area the driver identified as the 1500 cubic feet. Yet delivery was within the 800 cubic feet of area. There were not any other items of another job in either delivery or pick up truck.

Sincerely,

***** *****
Business Response
Date: 09/30/2024
Pickups are conducted using a 26-foot box truck, while deliveries are typically made with a semi-truck. These vehicles have different dimensions, so your perception of space may vary between them. The truck used for pickups has markers inside to accurately measure and reference the amount of space being utilized.
Initial Complaint
Date:08/16/2024
Type:Customer Service 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.
************************************************************************************************************ On their website they mention that they help "veterans" with their moving (sounds honest) . They got a deposit from me, with the verbal promise (truck with "climate control") because I stated, I had art pieces in my storage in ******* to move to my home in ********. So, I signed the moving contract online. The deposit of $580.86. went through... I got a call for pick up day/time ( August 10, between 8-10) nobody showed up, nobody called either. Another pick up day/time is scheduled for August 14, between 8-11. Again no one showed up or called. Their main office want to reschedule again (oh and they said someone should wait for the driver who is late, anyway) I want to confirm that the truck is Climate -controlled because; there are no such thing as Climate controlled transport truck, I'm being told by a "dispatcher". I ask for my deposit money back to customer service, I'm being told to wait for a response, ** being offered again to rescheduled but no money back... I called again, the "booking" phoneline respond and tell me to wait... than they hang upon me. I called back, and I'm being told that the guy " *****" is the one that booked the contract, is with his family and is not available. I sent texts, many to the person's cellphone ************* (*****?) who told me the trucks were climate controlled, before I signed the contract and paid deposit, but no reply. I am given the choice to speak to their customer service personal "only". **************** only give me the choice to reschedule, again, for a third time I insisted I want to speak with whomever is responsible of this company, the one who told me that the trucks are climate controlled. Please read the complaints horror stories on YELP.com and I have gone through nothing compared to SO MANY people who got ravaged by 3 Brothers moving and storage. THEY ADVERTISE MOVING SERVICE FOR "VETERANS" .... PLEASE HELP!
Business Response
Date: 08/19/2024
After reviewing the file, it appears there have been multiple discussions with the customer regarding their deposit. Please refer to the attached communications for details. Additionally, it seems the customer repeatedly declined the scheduled pickup, requesting changes to the pickup time on several occasions over the past week. The final attempt to schedule the pickup was made less than 24 hours ago, and the funds have already been processed for reversal to the customers card.
Regarding the climate-controlled service, there may have been some confusion on the customers behalf between a climate-controlled truck and a climate-controlled storage facility, as the latter is what we offer.
Customer Answer
Date: 08/20/2024

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.
Because I have received my complete deposit back to my **** card, this has me complete satisfaction. No more action is necessary from me , thank you BBB
Sincerely,

*****************************
Initial Complaint
Date:08/15/2024
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.
On 6-21-24 I signed a contract for an estimate of $2861.38 (deposit $1323) to move from one ********** to another on August 2-3. The salesman omitted from the inventory some items I had enumerated. Concerned about omissions, I sent the salesman a thorough inventory on June 23. On June 24 the salesman confirmed that the estimate would not change based on the inventory I sent (see attachments with email and text message records). The salesman said he could make it work with nothing changed. On July 30, 2024, a quality assurance (QA) employee called me. The salesman had not given the ** employee a copy of my inventory, so I sent the inventory and noted which items were eliminated after June 24. The final inventory included fewer large furniture items than the inventory the salesman approved for $2861.38 on June 24. On July 31 the ** employee sent a revised estimate of $7334.98 and demanded a payment of $2200 immediately (which I paid) to remain on the docket for August 2. The ** employee ignored the salesman's confirmation of $2861 and dismissed the fact that I discarded items after June 24. On August 2 the ********************************* increased the estimate to $9146 (which I paid in full). The driver said the estimate was based on the worst case scenario for the volume. A load less than estimated would result in a refund. On August 3, I asked the driver how the final load compared to the worst case scenario. He could not answer this question. He had not attempted to load the truck to minimize space used, and he had not compared the volume estimated to the volume loaded. Considering the facts, a fair resolution would be to refund $6,285, which is the difference between the original estimate of June 21 (2861) and the amount I paid (9146). However, I am willing to resolve this complaint if the company will refund $4,146, making my payment $5,000 instead of $9,146.
Customer Answer
Date: 08/15/2024
In reviewing the communication history for my complaint, I discovered an error in my phone number (a digit is missing). Is it possible to correct my phone number? It should be: ************.
Thank you.
********* Faver
Customer Answer
Date: 08/22/2024
Thank you for correcting the error in my telephone number. What I want to clarify is that the essence of my complaint is that the company's behavior was dishonest and deceptive. The salesman provided a low estimate to prompt me to sign a contract for service. I sent the salesman a detailed inventory and explicitly asked whether the estimate quoted was sufficient for my inventory and he explicitly said that he would maintain the original estimate for my inventory. Then, two days before my scheduled move, another employee raised the estimate more than $4,000 (from less than $2000 to more than $7000), even though my inventory had decreased (because I discarded items). He required me to pay a $2200 deposit immediately in order for my move to occur as scheduled on August 2. Then, when the ********************************* arrived (almost 2 hours later than promised on August 2), he added another $1763 to the second ********** estimate. This made the total cost more than $9,000 (which was an increase of more than $6000 above the original estimate). I had to pay it in order for the move to proceed. There was no assessment of the actual space needed compared to the space "estimated" for the move. In short, the company obtained my business with a low estimate and then at the last minute required more than $6000 more than the original estimate in order to move my things on schedule.
If the company is unresponsive or denies my request for a partial refund (I am requesting $4,146 in refund), what can I do? Does the BBB advocate for me as a consumer?
Thank you for your help.
Business Response
Date: 09/03/2024
I wanted to clarify how pricing is adjusted when there are changes in the reserved space for your move. The cost primarily depends on the space utilized on the truck, along with any additional services like packing. If there are more items added or if items are larger than initially estimated, we need to revise the space reservation accordingly.
If the driver did not present a revised estimate for a reduced amount, it is assumed that all the additional space on the truck was utilized. However, I have requested a copy of the paperwork from the carrier for further review to ensure everything is accurate.
Customer Answer
Date: 09/03/2024

Complaint: 22149193

I am rejecting this response primarily because it does not address the major issue involved in this complaint (the salesman's promise that the company would abide by his original estimate even after I sent him an accurate inventory). The fact that the space actually used on the truck was not assessed is very important. However, what is most important is that the salesman provided an estimate that was over $6,000 LESS than what I was finally charged, even though I sent the salesman an accurate inventory during the 72 hour window of time that I could have withdrawn from the contract. ******* (salesman) said he could make his original estimate "work" after I sent my inventory. Given that your salesman vastly underestimated the price EVEN THOUGH I sent an accurate inventory, your company should adhere to a price that is close to the original estimate. The salesman assured me he would adhere to the original estimate after I sent him my inventory. I sent ******* the inventory on July 30, with changes indicated. The changes reduced the size of the inventory. I trusted your salesman's word and the company has an ethical obligation to abide by the salesman's promise. I can provide more details but this form allows me only 30 minutes to respond.
Sincerely,

Dr. ********* *****
Customer Answer
Date: 09/03/2024
I had much more that I wanted to say when I sent the message rejecting the company's response, but the information on the form said I only had 30 minutes to use the response form after clicking on it. (If I had known about this limitation, I would not have clicked until I formulated my response as a draft). I wanted to elaborate on the point that the company representative wrote about, which focused on the amount of space used in the moving truck. The paragraph below is what I wanted to say about the driver's failure to assess and compare the space used in the truck versus his estimate of the space that would be needed:
In my original complaint I already explained that the driver did not assess whether the space needed for my load was less than his estimate. On the day of delivery, he did not provide me with a copy of paperwork comparing the space utilized to the space estimated. On August 2 (at pickup) he sent me a copy of his estimate before loading. Regardless of what the final paperwork indicates, the driver told me on August 3 (while driving to ****, **) that they loaded the truck quickly on August 2 in order to make the delivery the next morning. There was no attempt to minimize space while loading and the driver did not assess the difference between the space estimated and the space required at the time of loading.
Regardless of the driver's failure to assess the space utilized versus the space estimated, the major point should not be lost: The salesman quoted an estimate that was more than $6,000 LESS than what the company finally charged me EVEN THOUGH I sent the salesman an accurate inventory before the ******************************************************************************************************** he could make his estimate "work" even after he had my accurate inventory. A salesman's inaccurate estimate and promise to adhere to it is the company's problem. The consumer should not be penalized for the salesman's (and thus the company's) errors. .
Please add this to my response to the company. I submitted the form within the 30 minute response time to ensure that it would be received and conveyed to the company, but the statement above provides a ****** explanation.
Business Response
Date: 09/14/2024
Again we would like to emphasize the importance of having a complete and accurate inventory and the importance of that. From just the original booking call there was a difference of 70 pieces to 166 pieces being added to the inventory causing a large increase in the amount of space that is required. If items are not disclosed or are not accurately described in the characteristics or features there will be a variance in what is to be moved and what was estimated to be moved. Also I do apologize that if you do not feel as though they utilized the space as much as you would have liked but we where not on site to see how it was packed but these are professionals that do this every day and we would have to believe everything was loaded in a way to make it safely to the destination and minimize the possibilities of damages to the customers belongings and in the most space efficient way.
Customer Answer
Date: 09/17/2024

Complaint: 22149193

I am rejecting this response because the response completely ignores the facts of the case which I described and documented in my original complaint and in my previous response to the business first response. The business has engaged in deceptive business practices, which are illegal. I will review the facts briefly. On June 21, the salesman created an inaccurate inventory, listing only 19 items. I alerted the salesman to the omissions. He said I could create my own inventory,which I did, and I emailed it to him during the 72-hour period immediately following the contract initiation. I explicitly asked the salesman whether the company could adhere to the original estimate for the accurate inventory which I had provided, and the salesman replied affirmatively. I did not withdraw from the contract based on the salesmans assurance that the estimate on the contract would cover the accurate inventory that I provided to the company. On July 30, the quality assurance staff person called. He did not have the accurate inventory which I had sent to the salesman on June 23. I immediately updated my inventory (which was reduced by several large pieces of furniture that I had disposed of) and sent it to him. He ignored the salesmans assurance of adherence to the original estimate. Instead, he raised the price to over $7K,which was more than $4K higher than the original estimate. I had no choice but to pay the additional costs if I wanted to proceed with the move on August 2. On August 2, the driver increased the price to more than $9K. He (and company representatives in customer service) assured me that the space used would be compared to the space estimated. The driver never assessed the difference between the space used and the space estimated. The company once again engaged in deceptive business practices by making another promise and failing to adhere to it. The company can resolve this complaint by refunding me $6K. My inventory of 6-23-24 and my updated inventory of 7-30-24 are attached.

Sincerely,

Dr. ********* *****
Business Response
Date: 09/21/2024
During the ***************** call, the inventory count increased from the original 70 items disclosed during the booking process to 166 items. I was unable to locate any estimate that included only 19 items to be moved.
On 6/21, you received and signed an estimate that reflected the 70 items. Before finalizing, four different estimates were provided, each consistently listing the same inventory count of 70 items.
However, on 7/31, during your conversation with *****************, the inventory was updated to 166 items. As previously mentioned, the number of items is a key factor in determining the estimated cost of the move.
Customer Answer
Date: 09/25/2024

Complaint: 22149193

I am rejecting this response because it does not address the primary points in my initial complaint, which focused on the salesmans promise to adhere to the estimate provided on 6-21-24 for the inventory I sent to him on 6-23-24, and it does not address the fact that the volume of my inventory was not assessed at the time of loading.

Before I reiterate the facts of this case, I am requesting clarification of the companys statement that before finalizing, four different estimates were provided, each consistently listing the same inventory count of 70 items.On 6-21-24 the salesman provided one estimate, which was for $*******. That estimate ($*******) was on the contract I signed on 6-21-24 and on the bill of lading which I signed on 6-25-24 (copy attached to this message). The next estimate I received was on July 31 (from the quality assurance representative), and the third estimate I received was delivered by the moving truck driver. What four estimates before finalizing are you referring to?

To clarify my reference to 19 items, I was referring to the 19 lines in the inventory list on the salesmans estimate and on the signed contract. Some lines included multiple items, resulting in the 70 items you referred to. Recall, however, that the salesman affirmed that he would adhere to the estimate on the contract to cover the inventory I sent him on 6-23-24, which included 136 items. This was affirmed in a text message on 6-24-24.

The companys response states that the number of items in my inventory increased from 70 to 166. This ignores the facts in my complaint. To reiterate: The company salesmans list on the estimate provided on 6-21-24 omitted many of the items I had listed in the oral inventory conducted by the salesman by telephone. I alerted the salesman to the omissions. He told me I could send my own inventory, which I promptly did on 6-23-24 (during the 72-hour period in which the contract could be voided for minimal penalty). My 6-23-24 inventory included 136 items. I attached the 6-23-24 inventory to my previous response and I am attaching it again with this response. On 6-24-24, the salesman affirmed in a text message that the original estimate (for $*******) would hold for the inventory I sent him on 6-23-24, which included 136 items.

On 7-30-24, the quality assurance representative called me.He said he did not have a copy of the inventory that I sent the salesman on 6-23-24. I sent the quality assurance representative an updated version of my 6-23-24 inventory. The updated inventory had 166 items, an increase of thirty (30) items from the 6-23-24 inventory of 136 items for which the estimate of $******* had been affirmed by the salesman. On 7-31-24, the quality assurance representative sent a new estimate of $*******, which is an increase of $4,473.60.That is $149.12 per item for the 30 items added to the inventory between 6-23-24 (with an estimate of $*******) and 7-31-24 (with an estimate of $*******).To explain it another way, the original estimate was for $21.04 per item (******* divided by 136); the 7-31-24 estimate was for $44.18 per item (******* divided by 166), which is more than double the original price per item. This is a shocking increase in price which I received 2 days before I was scheduled to move. I had no choice but to pay it because I needed to move on August 2.

It is very important to note that although the number of items increased between 6-23-24 and 7-31-24, several of the largest items in my 6-23-24 inventory had been removed from my 7-31-24 inventory, including a kitchen table, 5 chairs, and 2 bookcases, along with a small bench and one stool. Boxes comprised most of the added items, and many of the boxes were small. Therefore,it is probable that the volume of my inventory either remained the same or decreased from 6-23-24 to 7-31-24 because some large items were eliminated.

The companys response stated that the number of items is a key factor in the cost of a move. However, the volume of the move has previously been emphasized. This brings me to the second issue in my original complaint.The driver of the moving van increased the estimate from $7,334.98 to $9,146.He said the increase was for the worst-case scenario in terms of the volume of space that my inventory may require. He assured me that if the estimated space for the worst case scenario was not needed, then my extra payment would be refunded. In fact, we will never know the difference between the worst-case scenario and the actual space used by my inventory because the driver did not assess it after loading the truck on 8-2-24 or before unloading on 8-3-24. On 8-3-24, I asked the driver the difference between the worst-case scenario and the space used by my inventory, and he could not answer the question. He essentially said they loaded quickly and carefully and were in a hurry because they needed to do the drop-off the next morning. In a previous exchange with the company, the company representative said the company assumes that the space that was estimated and the space needed were the same because no difference was reported by the driver. Assuming is not adequate. I was told that an assessment would be conducted and that a refund would be forthcoming if the estimate exceeded the space needed.

The bottom line is this: Your salesman agreed to an estimate of $******* for an inventory of 136 items which I sent him on 6-23-24.That is a price of $21.04 per item. The inventory of 7-31-24 included 30 additional items. At $21.04 per item, the cost of the additional items is $631.20.This would make the total cost of my move $3,492.58. I paid $9,146. The difference between what I paid and what I should have paid is $ ********. 3 Brothers Moving & Storage owes me a refund of $********. This is based on price per item because it is the only type of data we have. The volume of the inventory when loaded on the truck was not compared to the volume estimated.

Sincerely,

********* *****
Customer Answer
Date: 09/28/2024
I have a question. Currently I am awaiting the business' response to my 9-25-24 message indicating the reasons I rejected their response. If the business' next response is not satisfactory, I am considering legal action. If I decide to initiate legal action, I assume that I will need to end my communication with the business through this BBB complaint process. Is this assumption correct? If so, how do I end it? Would I indicate that I reject the business' response but I will pursue the matter through a different process? Please advise.
Thank you.
Best regards,
********* Faver
Customer Answer
Date: 10/02/2024
I disagree with both reasons you listed for closing the complaint. I definitely replied to the last communication from the business. I replied on 9-25-24, and my response is in the communication history. The BBB states that the business responded to the issues in my complaint and made a "good faith" effort to resolve it. I disagree with this statement. Each response from the business did not address two basic facts: 1. The salesman promised to adhere to his original estimate after I sent him the inventory of 136 items, but the business did not honor this commitment, and 2. The movers did not assess the actual volume of the move compared to their estimate of the volume needed, even though this was promised by the business. Your conclusion implies that the business replied adequately, which they clearly did not do. In addition, your message repeats the last reply of the business but does not include a copy of my 9-25-24 response to their reply, which is in the message history. I believe your conclusions are false and misleading.
Customer Answer
Date: 10/02/2024
To reiterate my response to the BBB's previous message to me, I disagree completely with your statement that the business made a "good faith" effort to resolve my complaint. My response to your other message of 10-1-24 states the 2 reasons showing that the business did NOT make a "good faith" effort to resolve my complaint. They ignored the basic points made in my complaint which I reiterated in each round of communication. I am disappointed in your representation of how my complaint was addressed by the company. 3 Brothers Moving & Storage has had numerous complaints. The BBB's response implicitly absolves the company of responsibility even though the BBB professes neutrality. This is extremely disappointing.
Initial Complaint
Date:08/14/2024
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 this company for a move from ** to **** on 7/31/24. I spoke to **** (******) *******. He started out as ****** then was ****. I thought I was speaking to a different guy. I literally walked through each room of my house and described every piece of furniture that was going. He told me that it sounded like 540 cu ft. I paid a down payment of $1870. He did offer that a lot of times customers understate the amount of possessions being moved. I called him back a few days later and told him Id rather be safe than sorry and upped my space to 750 cu ft. This resulted in another $1000 upfront which I paid. The day before the scheduled move I got a call from quality control. The guy was polite, we went over everything again, he said 750 cu ft was more than enough and that we were good to go. On moving day, a crew that I assume were subcontracted showed up, and the guy wasnt in my house 30 seconds before he declared that I must have lied to 3 Brothers because he was looking at ********* cu ft. I grabbed my phone to call the company, the most recent call Id received was from quality control so I dialed it. A different guy than before answered and was pretty rude, he said what I was describing was impossible and he also insinuated that I lied to ********************* and told me not to call again and hung up. The balance due increased from $2570 to $6200. We felt like we had no choice but to pay it after my call to 3 Brothers. Eleven days later what I assume was a different subcontractor showed up with our stuff and he had hired 2 local guys to help him unload. Thankfully nothing was damaged but he did confirm ( along with the local movers) that our load was indeed between ******* cu ft total. The local guys recommended that I hire an attorney to pursue this but Id like to give the company a chance to correct this first. Of course ********************* has not returned the several voicemails I have left him. I hope we can come to a reasonable resolution to this issue.
Business Response
Date: 08/19/2024
Upon reviewing the paperwork from the day of pickup, it was noted that there were 72 items, in contrast to the 64 items disclosed during the booking process. The final inventory list, which included 64 items, was provided to and approved by you during the initial call and the quality assurance call. The estimated price you received from 3 Brothers Moving & Storage was based on this inventory, along with any applicable accessorial charges, such as packing if requested.
Please note that any additional items that require more space than originally estimated will result in a price adjustment to accurately reflect the actual cubic footage needed for your move.
Customer Answer
Date: 08/20/2024

Complaint: 22144967

I am rejecting this response because:

So the company says I had 72 items instead of the 64 that were initially agreed on. I dont have any record that says 64 items specifically, and when I went to look at my invoice online, my access has mysteriously expired. They also apparently didnt take into account the numerous items left behind on moving day, including some large framed pictures, 19 boxes and our upright piano. Nevertheless I was still charged for 1850 cubic feet. (See photo). In addition, the delivery driver told me that his truck would hold approximately 2100 cubic feet total, and our stuff was in the front third of the truck (see photos). Our belongings started just to the right of the open door on the right side, and the driver had to unload several pieces belonging to someone else to get our stuff out. The furniture outside the truck in the photo doesnt belong to us. The local movers that were hired confirmed to me that the total of our belongings was ******* cubic ft nMAX, yet we were charged based on 1850 cubic feet. That is a HUGE discrepancy, and for that reason I reject 3 Brothers response and insist on a refund.

Sincerely,

***********************************
Business Response
Date: 08/21/2024
The estimate is provided to the customer at the time of signing, allowing them the option to save or print a copy. This estimate remains available from the time of signing until the pickup date, at which point any revisions take effect, and it is no longer the governing document. If the customer requires another copy of their original estimate, we are more than happy to provide it. Please note that this process is governed by the limitations of the software approved by the ***** and FMCSA, and is not something within the company's control. Please see attached for a signed copy of the estimate.
Customer Answer
Date: 08/22/2024

Complaint: 22144967

I am rejecting this response because:
Thanks for providing me a copy of my original estimate, but youve still not addressed the reason for my complaint. Ill try to be as clear as possible: we were charged based on 1850 cubic feet when in reality our belongings took up ******* cubic feet in total, which was verified by the driver and the local movers he hired. I believe the photos I supplied also show that to be true. As a direct result of the dishonesty (or incompetence) of the head of the crew that showed up to my house on 29 July, we were charged $3,630.00 more than we should have been. I look forward to hearing how you propose to remedy the real issue at hand here.

Sincerely,

***********************************
Business Response
Date: 08/31/2024
The original estimate was based on 700 cubic feet of space. However, with the additional items added at the time of pickup, the required space increased to ***** cubic feet. As previously mentioned, adding more items to the inventory and having items larger than initially estimated resulted in the need for more space, which led to this increase in cubic footage.
Customer Answer
Date: 09/03/2024

Complaint: 22144967

I am rejecting this response because:
The fact of the matter is we did not get nor need anywhere near ********************************************************************************************************************* his truck taken up by our belongings was between ******* cubic feet. I also provided photos of the entire truck which the driver told me would hold 2100 cubic feet in total, and all of our things were in the front third of the truck. Not to mention the fact that they refused to take several items, including our piano which was on the original estimate. Take a look at the photos I sent and tell me that was 1650 cubic feet.

I absolutely reject this response and request a refund in the amount of $3,630, which is the amount we were overcharged.
Sincerely,

***********************************
Initial Complaint
Date:08/14/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was quoted a price of $2600 for moving and storage about three days before the move three brothers called and change the price on me telling me that the move would be $6500 after I paid a deposit of $1014.94 that they will not give back to me I had to get a new moving company pay them and Ive lost $1014.94 they would not give me my money back
Business Response
Date: 08/15/2024
*******,
When doing the initial booking there was an inventory of 123 pieces disclosed. We ask for an inventory of the items to be moved because the size of the items to be moved is the main contributing factor in the price of the move. You received a binding not to exceed estimate from 3 Brothers Moving & Storage. This essentially means that the price includes the agreed upon services to be rendered, ie the size of the inventory and any accessorial charges such as packing if requested to be included. Any additional services such as additional cubic footage or packing if not agreed to previously. During the quality assurance call the inventory almost doubled in size to 218 pieces. With these additional items being added to the inventory this requires additional space which raises the price of the estimate. As per the signed contract the full deposit of $976 is nonrefundable as those funds are allocated towards the cost of facilitating the move after 72 hours of signing the Bill of lading which was signed on 5/28 and the move was cancelled on 6/14. We will however we would like to offer a refund of $100
9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

Electronic Signature:
I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ********************************************************* no later than 72 hours of electronically signing the 3 Brothers Moving & Storage agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour ***** period of signing the original contract are non-refundable, however; the deposit may be applied to a future move with 3 Brothers Moving & Storage within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the 3 Brothers Moving & Storage agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.

Document Emailed On: Sunday, 05/26/2024 02:57:30 PM (ET)
Document Signature Name: *****************************
Document Signature Email: **************************
Document Signature Date: Sunday, 05/26/2024 02:59:41 PM (ET)
Document Signature IP Address: *************
Internet Browser: Chrome
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Initial Complaint
Date:08/13/2024
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.
Contacted 3 Brothers about a move from ** to **. Spoke to ****** ********. He ensured me over the phone during our initial conversation (on a recorded line) that it would be the company's truck because they are based out of ******* and that they would not be outsourcing this job. He wrote in a text on 7/17 "Yes, it's all through us..." when I asked, ""And you said this would be your truck, like you're not outsourcing it, right?". He then said on another phone call (recorded again) that it would be his company's truck. I would NOT have used this service had I known he was lying to me. He also told me over the phone on said recorded line that he would pack up all pictures, mirrors, tvs at no additional charge (I would just have to purchase the tv boxes, which I did). I was quoted under $3,588 (I cannot look at the original contract because they deleted it as of today.)During my "quality assurance call" with someone named ******* on Thursday 8/8/24, I let him know that I had at least 20 additional boxes and storage containers. ******* said that if there was a change to my quote I would receive an email, but if there was no change I wouldn't hear anything. He did not update my quote (The original from July said 55 items and the quote as of 8/10 said 55 items). I was not offered the option to video chat during any of my quotes/estimates I did not receive a revised quote. Upon moving day, a contracted moving company showed up (contrary to what ****** ******** told me multiple times) and I had no choice but to allow these services, as I needed to be out of this home. The move went from $3,588 to $8,415 with zero notice whatsoever. No due diligence was done from 3 Brothers Moving. I tried contacting ******, but have no received a response from him since 8/2 I contacted customer service both by telephone and email, but have not received a response since 8/10 I would like assistance in alleviating this customer ******************* in the form of reimbursement
Customer Answer
Date: 08/18/2024
Hello, here are some updated photos of the correspondences I had with 3 brothers. I have not heard back in a week. I also called and left a voicemail. I will continue to reach out.
Business Response
Date: 08/31/2024
Upon booking, you will receive a copy of the Bill of Lading, which is an industry-standard document. This document includes details about the local carrier we partner with to facilitate your move. The information provided includes the carrier's name, USDOT number, phone number, and other important details. Additionally, we clearly state in our estimates and on our website that we operate as a moving broker. We work exclusively with select carriers with whom we have established relationships and do not outsource to unknown carriers.
Please note that packing and supplies are not included in the initial estimate, as mentioned earlier. The local crew must be compensated for the labor and materials used during the moving process. If packing and supplies are required to ensure the safe transport of your items and are not provided by the customer, the crew will provide them, and the costs will be added to your bill.
Furthermore, if additional items are added to your inventory or if the items require more space than initially estimated, the estimate will need to be adjusted to reflect the actual cubic footage used. Any changes from the original estimate can result in a variation in cubic footage and may require a corresponding adjustment to the cost.

This estimate includes the following:

Professional Door-to-Door service.
Expert advice and guidance throughout the course of your move.
Disassembly of all standard furniture required for safe movement at the origin.
Reassembly for all items disassembled by the movers on the day of pick-up at destination.
Wrapping of all furniture with quilted moving blankets.
Itemized inventory indicating condition at origin of items.
Loading & unloading of all goods.
All transportation, taxes, tolls, mileage, and fuel surcharges.
Standard cargo protection up to $10,000 based on 0.60 cents per lb. per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the ********* **** of lading according to carrier's tariff).
No elevator charges.
No charge for packing tape and moving pads.
No date change penalties for requests that are made 5 business days prior to the first available pickup date.
Additional fees and ******************** (if applicable to the move)::
If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc.
Packing supplies, such as bubble wrap, shrink wrap, boxes, etc. are not included
Items being transported that are non-stackable, are considered Bulky items. A Bulky item charge will apply for those non-stackable items, as deemed by the mover at the time of pickup.
If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination.
Most movers within the 3 BROTHERS MOVING & STORAGE LLC network perform the pickup and delivery using a tractor trailer (18 *******). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. ******* services begin at $300.0
5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, 3 BROTHERS MOVING & STORAGE LLC IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY ***** AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.
9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.
Customer Answer
Date: 09/09/2024

Complaint: 22134467

I am rejecting this response because:

****** ******** said IN WRITING that 3 Brothers was not contracting out my move. I requested phone recordings a dozen times of him saying that to me on the phone twice. I requested phone recordings of me telling ******* all of the additional belongings I had. I have not received a response in almost a month. I have been promised multiple times by multiple people I would get these recordings.

Sincerely,

******* *****
Customer Answer
Date: 09/09/2024
Here is *more*evidence of me requesting recordings of these phone calls to no avail. What is 3 Brothers hiding? The truth!!!
Business Response
Date: 09/14/2024
Please refer to our previous communication for the companies official response and stance on this matter. Any further questions please review the contract that was signed at the time of booking.
Customer Answer
Date: 09/17/2024

Complaint: 22134467

I am rejecting this response because:
I was lied to by an employee about services both verbally and written. I have requested recordings of calls close to a dozen times and either do not get any response or I am told they will need to ask their manager. I was told this job would NOT be contracted out; it was and now I have countless missing and damaged items. I was also not given a choice in who this was contracted to, as, previously stated, I was told this job would not be contracted out in the first place. Before I signed the contract I even confirmed with ****** ******** over the phone that this job would remain in house.
I was pressured into signing from my phone by two people in order to move forward with a very important move and they knew that I, as the consumer, was in a stressful/vulnerable situation. They took advantage of the consumer.
I was not given the option for a video call.
I was not given an updated inventory quote which increased the price exponentially.

Sincerely,

******* *****
Business Response
Date: 09/19/2024
As previously stated, you receive a Bill of Lading at the time of booking. This document provides information about the local carrier we have partnered with to facilitate your move. If you are not comfortable with the assigned carrier, we are more than willing to reassign your move to another local partner we work with.
If no resolution is found within the 72-hour window after signing the Bill of Lading, you are eligible for a refund of the deposit. If the issue arises outside of that window, we will work with you to find a resolution that meets both the contractual terms and your satisfaction, within a reasonable time frame.
Customer Answer
Date: 09/25/2024

Complaint: 22134467

I am rejecting this response because:
I would like the phone recordings that have been promised to be since August 10. I would like the recordings of ****** ******** and also ******* who did not do his due diligence during my call two days before the movers arrived.

Sincerely,

******* *****
Customer Answer
Date: 10/17/2024
I am still waiting for a response from the business.
Business Response
Date: 10/21/2024
At this time, we are unable to provide the requested recordings. As noted during the booking process, you received a Bill of Lading containing the details of the local carrier partnering with us to facilitate your move.
Please be aware that the estimate provided by 3 Brothers Moving & Storage was primarily based on the anticipated space your items would occupy. If additional items were added to your inventory, the required space would increase accordingly, which may have resulted in an adjustment to the final cost.
If you need to file a claim for damaged items, we encourage you to contact our customer service team at ************************************************************************************************************* or ************. Please ensure your claim is submitted promptly, as all claims must be filed within a specific time frame following delivery.
As a gesture of goodwill, we would like to offer a $100 refund from your deposit. We hope this demonstrates our commitment to addressing your concerns.
Customer Answer
Date: 10/25/2024

Complaint: 22134467

I am rejecting this response because:
I was told by multiple people multiple times that my quote would be adjusted during a final inventory call. It was not. You did not do your due diligence as a company. You also told me IN WRITING that YOU would be transporting my belongings. You LIED and deceived me in order to get my business. I was pressured into signing something by multiple people from my phone with my finger. Because YOU did not transport my items as promised, I have many missing and broken items that your little friends at ************* services have not reimbursed me for. $100 does not put a dent in the damage you and your incompetent employees have caused. $100 is not acceptable nor is it accepted. The absolute minimum I would accept is $1000 due to the deceit, the incompetence costing me thousands extra, and the missing/damaged items that your counterparts caused. $1000 does not even cover the missing and damaged items just so you know.

Sincerely,

******* *****
Customer Answer
Date: 10/25/2024

Complaint: 22134467

I am rejecting this response because:
I was told by multiple people multiple times that my quote would be adjusted during a final inventory call. It was not. You did not do your due diligence as a company. You also told me IN WRITING that YOU would be transporting my belongings. You LIED and deceived me in order to get my business. I was pressured into signing something by multiple people from my phone with my finger. Because YOU did not transport my items as promised, I have many missing and broken items that your little friends at ************* services have not reimbursed me for. $100 does not put a dent in the damage you and your incompetent employees have caused. $100 is not acceptable nor is it accepted. The absolute minimum I would accept is $1000 due to the deceit, the incompetence costing me thousands extra, and the missing/damaged items that your counterparts caused. $1000 does not even cover the missing and damaged items just so you know.

Sincerely,

******* *****
Customer Answer
Date: 10/25/2024

Complaint: 22134467

I am rejecting this response because:
I was told by multiple people multiple times that my quote would be adjusted during a final inventory call. It was not. You did not do your due diligence as a company. You also told me IN WRITING that YOU would be transporting my belongings. You LIED and deceived me in order to get my business. I was pressured into signing something by multiple people from my phone with my finger. Because YOU did not transport my items as promised, I have many missing and broken items that your little friends at ************* services have not reimbursed me for. $100 does not put a dent in the damage you and your incompetent employees have caused. $100 is not acceptable nor is it accepted. The absolute minimum I would accept is $1000 due to the deceit, the incompetence costing me thousands extra, and the missing/damaged items that your counterparts caused. $1000 does not even cover the missing and damaged items just so you know.

Sincerely,

******* *****
Customer Answer
Date: 11/17/2024
You closed this case? They offered me $100 when I am out THOUSANDS of dollars due to one of their employees lying and the other not doing his due diligence. I asked over twenty times for recordings. They refused because they know it would be admissible in court. This case should NOT be closed. Think about if this was your mother or daughter they took advantage of. I am not the only person who has had this same exact issue with this company. Do right by your fellow consumers. Protect your fellow consumers. This should not be happening over and over and you can help stop honest consumers not be scammed out of their hard earned money.
Customer Answer
Date: 11/17/2024
Please, please look at these yelp reviews. They are all saying the same thing. Hundreds of people were scammed out of thousands of dollars and have the photos to prove it. I wish I knew to look at this, but it was my first time with a move like this. I beg of you to please help put this to an end.
**********************************************************************************************************
Customer Answer
Date: 11/18/2024
You closed this case? They offered me $100 when I am out THOUSANDS of dollars due to one of their employees lying and the other not doing his due diligence. I asked over twenty times for recordings. They refused because they know it would be admissible in court. This case should NOT be closed. Think about if this was your mother or daughter they took advantage of. I am not the only person who has had this same exact issue with this company. Do right by your fellow consumers. Protect your fellow consumers. This should not be happening over and over and you can help stop honest consumers not be scammed out of their hard earned money.
Initial Complaint
Date:08/09/2024
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.
I am filing this because of what happened on 7/28/24 when I used 3 Brothers to move. I emailed my 3 Brothers sales representative, ***************************** on 7/29/24 to let him know what happened and did not hear back. I have called 3 Brothers repeatedly and every time I have called, I have been told that a supervisor would call me back and no one has ever called me back or I was placed on hold multiple times and disconnected. -On 7/5/24, I received an estimate from ***************************** for my move from my townhouse to another townhouse three miles away for $1,576.00. I paid a deposit that same day of $564.00. -When the movers arrived from Ryder Relocations on 7/28/24, the mover in charge said that my items which were the exact same ones included in the estimate exceeded the space allotted on the truck and that they would only upload my items if I paid them $1,565.00 to upload the items, then an additional $1,565.00 to offload the items at my new location, and then an additional $220.00 for the number of steps in my townhouse. They said that they would only accept cash or I could Zelle them the money. The lead mover also told me twice that I could either pay them or pay the company."-This greatly exceeded the estimate ***************************** gave me. I tried calling 3 Brothers and I could not get in touch with anyone. The lead mover called someone from ***** Relocations who told me the same thing that I would have to ***** them the money before they would move me. I had to be out of my previous townhouse and I did not have any other way to move so I paid ***** Relocations the money through Zelle in the total of $3,350.00. -No one at 3 Brothers will respond to my emails or call me back in regard to what took place. I have paid a total of $3,914 for this move when I was given an estimate of $1,576.00 with the exact same items included in the estimate. I am requesting a refund of $2,338.00 because Ryder Relocations who 3 Brothers contracts with took advantage of me.
Business Response
Date: 08/12/2024
********,
After reviewing the paperwork from your pickup, we have identified that the additional charges resulted from the following:
18 items that were not included in the original inventory provided at the time of booking.
Accessorial charges for packing supplies that were not previously requested.
Fees for 2 flights of stairs and a long carry at the time of delivery.
As discussed during the booking process, the estimate provided is primarily based on the inventory of items you list, and packing supplies are not included in this estimate. We understand that it may not always be possible to account for every item during the booking process. This is why 3 Brothers Moving & Storage provides an initial estimate, followed by a final inventory and pricing confirmation by the driver before loading begins.
We hope this explanation clarifies the charges.
Customer Answer
Date: 08/24/2024

Complaint: 22116211

I am rejecting this response because:
Dear *** or Madam,

I would respectfully like to respond to 3Brothers Moving and Storages response to my complaint:

-It is not accurate that I went 18 items over my original inventory. I chose 3Brothers to move me because I read that 3Brothers works with veterans and as I am a veteran myself, I respected that about 3Brothers and that is entirely why I chose 3Brothers to move me because I was trustworthy of 3Brothers because they advertise that they work with veterans. I unfortunately did not look at Yelp reviews prior to signing my contract with 3Brothers. If you look at Yelp reviews (which I only looked at AFTER 3Brothers and Ryder Relocations did what they did to me), you will see that 3Brothers has done to many other customers exactly what they did to me: gave an estimate and then when the movers who 3Brothers contracts with show up on the day of the move, the movers tell the customer that they will only move them if the customer pays the movers an extraordinarily higher fee which is exactly what ***** Relocations did to me. Please look at the Yelp reviews and you will see how many customers have written that this is the exact situation they experienced with 3Brothers.

-When the lead mover from Ryder Relocations increased my total move fee by $2,338.00, he told me that I could either pay them or pay the company which also made me feel uncomfortable and then Ryder Relocations told me that they would only accept cash or a Zelle transfer payment. I was put in a bind because I had to be out of my previous place and it was a Sunday and I had no other way to move so I had to transfer ***** Relocations this additional money through Zelle which almost totally depleted my checking account.

-I am an Army veteran, a single mother and a public school teacher. I have spent my entire adult life in service to others and I am so disturbed by what 3Brothers and Ryder Relocations did to me because I believed in the character and integrity of 3Brothers because of their advertisements focused on veterans. I am requesting a refund of $2,338.00 from 3Brothers which is the increased amount that Ryder Relocations who 3Brothers contracts with charged me.

Sincerely,
***************************
Business Response
Date: 09/03/2024
Upon reviewing the move, we noted that the initial inventory listed 21 pieces. However, at the time of the move, there were a total of 39 items. As a result, the drivers must account for the additional services provided.
All associated charges have been itemized on the Bill of Lading for your reference.
Initial Complaint
Date:08/04/2024
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 5/27/27 me and my family engaged 3 Brothers Moving Storage for an interstate move, from ******** to ***********. During the initial assessment, a representative spoke with me on the phone in order to obtain a detailed inventory of my house size and all my household items. I provided the representative from the moving company all the information, specifically each item in our house, the number of rooms. I told the representative that I thought the house would require 2 trucks. 3 Brothers Moving issued a Bill of Lading, with the total of the move being $8,500. I paid a deposit of $3,994 which I have a receipt for. I spoke with 3 Brothers Moving storage several times and those phone calls should be recorded. I called them several times, to urge them to come and assess the house as I was worried that the move would require more trucks and manpower than they assessed. I even called at one point in June to ask for packers, for additional cost. 3 Brothers told me they would get back to me to help with packing but they never did. On or around Sunday, July 14th I called 3 Brothers Moving to tell them that there was a lot of stuff in the house and that they should send 2 trucks. Only at that time did they say that I had not told them about the number of items in the house, even though on my first call I provided an inventory of all the furniture in the home and urged them to send 2 trucks. They then said the move would cost $23,000, which was almost triple and 270% higher in price than their initial quote. I was outraged and shocked. My daughter called 3 Brothers Moving around July 16th to demand the deposit of $3994 back, citing fraud, deceptive practices and a bait and switch. She encouraged them to go back and listen to the first initial call but the supervisor told her he was confident that I provided the wrong information. The information I provided never changed, and 3 Brothers preyed on me and scammed me out of my deposit.
Business Response
Date: 08/05/2024
Upon reviewing the initial call, it appears the booking agent repeatedly asked about any additional items, but you confirmed there were no other items to move. During the booking process, you also mentioned that some of the furniture would be purchased by the buyers.
We provided a detailed list of items recorded at the time of booking, broken down by room, to ensure accuracy. This list was sent to you for review to help ensure our quote was as precise as possible. Additionally, there were several follow-up calls by yourself made to update the contract between booking and the ***************** call.
A quality assurance call is scheduled several days before the move to confirm the accuracy of the item list. During this call, additional items not on the original list were disclosed. As the amount of space required increases, so does the price, due to the expanded scope of work.
You also emphasized the need for a semi-truck. The quality assurance representative explained the difference in cost between reserving an entire semi-truck and the cost based on the actual space required for your inventory.
This call helps account for the possibility that some items may be forgotten or that items were originally intended for sale that did not sell that might need to be moved. It aims to avoid surprises at pickup and ensures the estimated space for the driver is as accurate as possible.
Please note that, according to the contract, the full deposit becomes nonrefundable after 72 hours of signing the Bill of Lading.
Initial Complaint
Date:08/04/2024
Type:Delivery 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.
### Review of 3 Brothers Moving Company I had a highly disappointing experience with 3 Brothers Moving Company, characterized by a severe lack of customer service and communication throughout the entire moving process. Despite numerous attempts to resolve issues through phone calls, voicemails, and emails, the company consistently failed to provide satisfactory responses.From the beginning, the company made false promises, taking on more than they could handle. The quoted price was constantly changing and did not add up. I repeatedly asked for a final copy of the tally of inventory and the additional payment/charges but received no response.The delivery date was changed multiple times, adding to the frustration. *****, the company has now stolen an item from me. Despite several communications and notifications of the issue to both them and a separate carrier not mentioned in the initial call, they lied about several aspects and have not responded or offered any compensation for the lost item.I plan to file a police report and pursue further legal action due to the unacceptable handling of the situation.
Business Response
Date: 08/05/2024
I apologize that you feel our response was unsatisfactory. Unfortunately, the I apologize that you feel our response was unsatisfactory. Unfortunately, the options were limited, and everything within our control was completed to the best of our ability.
When booking, we request full transparency in taking an inventory. On the day of pickup, there was a significant increase in the number of items, including at least three additional beds, a table, and 15 boxes. Your estimate is directly correlated to the amount of space needed for transportation. Without a complete list of items to be moved, we cannot provide an accurate quote.
Upon reviewing your file, I see there was some confusion regarding the $400 discount. This discount was applied to the initial quote and was accurately reflected in the estimate and Bill of Lading at the time of pickup. **************** went over the breakdown of the pricing with you to ensure it was correctly applied and included in the final price.
I understand you requested documentation, which was provided. Our **************** team has given you the steps to file a claim for any damaged or missing items, and the carrier has been contacted regarding this matter.
Regarding the delivery delay, your pickup was completed on July 8th, and the load was delivered around July 18th. This was within the delivery timeframe provided. For moves over 500 miles, delivery can take between 2-10 business days from the First Available Delivery Date given at the time of pickup. While our carriers strive to deliver as quickly as possible, these timelines can vary. We include the estimated delivery window on every estimate to ensure transparency with our customers.
9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES 3 ********************************************* & ******************** LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT 3 ********************************************* & ******************** LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.
14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. 3 BROTHERS MOVING & STORAGE LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.SEE THE ***** BELOW FOR A ESTIMATED DELIVERY WINDOW:
0-500 Miles 1 - 8 Days
501 - 1500 Miles 2-14 Days
1501 - 2000 Miles 7 - 17 Days
2001 - 2500 Miles 8 - 21 Days
2501 - 3200 Miles 9 - 21 Days

Customer Answer
Date: 08/05/2024

Complaint: 22089564

I am rejecting this response because I have not received a final copy of the move, inventory and a breakdown of the additional charges. I have requested copy by email several times. I have only received the original contact and cost by email which does not include the additional charges. It was sent by email and I received that initial statement fine. Secondly, it was not picked up until the 9th because your company kept pushing it back on your part and even an attempt to coerce me into another delivery date as well even after multiple reschedules.
Also, the biggest thing that has not been addressed is that my ladder was stolen or misplaced. The ladder was taken out my apartment and marked but somehow did not make it to the delivery location. I almost received another customers item that was not mine so I can see how it could have been misplaced. There has been a lack of concern and compensation to account for the loss. I have sent snapshots and the receipt for the cost of the item for accountability. It has been weeks now and your company has been dodging my emails and phone calls concerning the matter. It is a simple refund

Sincerely,
***** ******
Business Response
Date: 08/31/2024
We sincerely apologize for the inconvenience caused by the misplaced step ladder that did not arrive at your destination. Please be advised that all claims for missing or damaged items are processed through the carrier's insurance claims department.
The latest update we have shows that the carrier is currently reviewing the documentation to verify whether the step ladder was listed on the final inventory at the time of pickup. You should have received a copy of this paperwork upon delivery, which includes all the relevant information.
To assist you further, we will request that the carrier provide an additional copy of the paperwork for your review.
Customer Answer
Date: 09/05/2024

Complaint: 22089564

I am rejecting this response because:

You and the carrier were notified with these same attachments and more in several previous emails showing that both step ladders were taken out of my Atlanta apartment. Please do not insult my intelligence with the continued script of insincere words and rectify the problem correctly. It doesnt make sense that only 1 made it. They look similar just different step levels. Honestly, they should have been wrapped together like some of the other household items. It appears that your end would be at fault for not documenting it properly. Everything was discussed that would need to be moved before and during. I have still after months not received a claim number on the matter or updates to item cost
Business Response
Date: 09/09/2024
Please note that all communication regarding the claim for the missing step ladder is solely between the carrier and the customer. As outlined in the contract, 3 ********************************************* & ******************** is not responsible for handling claims; this process is managed directly by the carrier.
The customer has already been in contact with the carrier concerning the missing ladder. There is a specific procedure to follow for claims, which includes verifying that the item in question was listed on the inventory sheet at both pickup and delivery. This documentation is held by the carrier, as they were responsible for the physical transport and handling of the goods throughout the move.
If further assistance is needed, we recommend the customer continue working with the carrier to ensure all claim steps are followed appropriately.
Customer Answer
Date: 09/09/2024

Complaint: 22089564

I am rejecting this response because:

The contract states that your company will act on behalf of the customer to resolve any claims or delays with the carrier. Your company has been copied on several communications with the carrier where it was expected for some assistance in keeping things moving along when they were heavily delayed in their response. I kept copying customer service and even ****** from my initial call. Both sides have dragged their feet on this towards no resolution after almost two months now. No one has taken accountability or apologized sincerely once. I have the video evidence and both ladders were clearly marked with the orange stickers for moving.
Sincerely,
***** ******
Business Response
Date: 09/18/2024
We do apologize you feel this way but we are unable to process any funds on behalf of the carriers claim provider or intervene with their claims provider as we are not contracted or insured with the provider. All claims must be handled within a certain time frame as per the ***** Regulations and they are still within that time frame.
Initial Complaint
Date:08/02/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 17, 2024, I spoke with ***** ****** from 3 Brothers Moving & Storage company. An agreement was made for the payment of $1705.57 in which $668 was the required deposit. During the conversation ***** asked that I go through every room in the house and tell him which items were going to be placed in the truck. The contract shows three columns worth of items. ***** explained that someone from the company would call the day before 7/26/2024 to give me a time frame of 8-11 or 12-3. On the 26th an email was sent, and the timeframe became between 9am- 12noon. On the day of pick up the time changed to 12noon-2pm due to mechanical issues. When Al, the truck driver, conducted the walk through of the items to be loaded he explained that there were too many items for the rental space I paid for. He explained that my contract was for 414 cubic feet, and I had over *****. I dont understand why ***** would write 414 cubic feet when we went through each room of the house. I was unable to get a hold of anyone from the company to discuss the matter. I had to cancel my pickup and delivery since my moving service was miscalculated. Had I continued with the service I had to pay an additional $1800. I decided then to rent a U-Haul and my boyfriend along with my 2 children loaded the truck under heavy rain and thunder. I spoke with someone by the name of ******* from the company who admitted ***** did not calculate correctly. She asked if I was going to dispute the deposit, and I said yes. She continued to express that a supervisor would give me a call after the phone calls between ***** and I were reviewed. It has been 5 days, and I have not received a call to settle the matter. I have called several times each day and have left messages on all numbers available to the company and no one has reached out who can help before I take legal actions
Business Response
Date: 08/09/2024
When booking, we request a complete and accurate description of the items to be moved. If additional or larger items are present, the driver is required to charge for the extra space these items will occupy in the truck. We made several attempts to contact you for the ***************** call a few days before the move to review the inventory, but it appears our team was unable to reach you. We conduct this call 2-3 days prior to the move to ensure we have an up-to-date and accurate inventory before the crew arrives.
If the driver anticipates that additional space will be required at the time of pickup, they must present the worst-case scenario pricing. If less space is used than anticipated, the driver will adjust the price accordingly to reflect the actual space occupied. If you are unable or do not wish to proceed with the revised estimate, the driver can move the items within the originally estimated space.
Please note that once the crew attempts to render services, the full deposit is non-refundable. However, as a gesture of goodwill, we would like to offer a $75 refund from the deposit. All other funds have been allocated to the expenses of the move.
Customer Answer
Date: 08/13/2024

Complaint: 22086179

I am rejecting this response because 3 Brothers moving and storage are dishonest and this situation was to be resolved according to *******. I will begin legal action

Sincerely,

******* *******
Business Response
Date: 08/30/2024
During your conversation with *******, the options provided were as follows: to proceed with a full revision of the estimate, opt for a partial revision, stick with the originally estimated amount of space, or cancel the service and forfeit the deposit in accordance with our cancellation policy. We are still willing to offer the $75 refund.
Customer Answer
Date: 09/09/2024

Complaint: 22086179

I am rejecting this response because:
The information stated by the company is false. ******* stated she would have management review all calls and the supervisor would then phone me to discuss the entire situation.
Sincerely,

******* *******
Business Response
Date: 09/18/2024
We have thoroughly reviewed the situation, and our responses accurately reflect the events as they occurred. Please let us know if you would like to proceed with accepting the previously offered refund.
Customer Answer
Date: 09/25/2024

Complaint: 22086179

I am rejecting this response because I would like to sit down and review the same information. *******, promised a call to me from management after all phone calls were reviewed so a resolution by both parties can occur and that has never happened.

~******* *******
Business Response
Date: 09/26/2024
Customers receive a copy of all paperwork outlining how their estimates are calculated. If you need another copy of the signed documents from your booking, we will gladly provide it upon request. Please note that we are unable to offer any additional information or data at this time. If you would like to discuss this further, feel free to contact our customer service team at ************. Please advise on the previously offered refund.

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3 Brothers Moving & Storage LLC is NOT a BBB Accredited Business.