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:12/09/2024

  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.

  I am filing a formal complaint with the Better Business Bureau regarding my experience with this moving company. My experience was unacceptable, and I want to warn others about the issues I encountered.*****, who represented the company, was extremely rude, disrespectful, and dishonest throughout the process. This company failed to provide adequate service, including sending only one mover to handle large items like a sofa and other furniture, forcing my friend to step in and assist.More concerning, ***** lied about the storage location of my belongings and denied that a missing bag, which I have photographic evidence was loaded onto the truck, was ever in his possession. Additionally, he took a $150 deposit, which was supposed to be applied to my balance, but this never happened. Despite the mover, Khalib, noting on the paperwork that the item was missing, ***** continues to deny it.This companys lack of professionalism and accountability is appalling. I would rate them zero stars if possible. Stay far away from this moving companythey cannot be trusted, and your belongings may not arrive at all.I would like to get my missing bag back with several items in it .

  

  Business Response

  Date: 12/10/2024

  The bag was not listed in the item list as part of their inventory, and nothing ever enters the truck or leaves the truck without being sticker and put in the inventory list to ensure the customers things arrive safely. Nevertheless, we did send them the Claims information for them to fill and submit a claim to them as this is standard procedure.

  The $150 deposit was applied to their full balance as it is written in the work order. We apologize if this has caused any inconvenience and appreciate all of the work the BBB does to clear any issues.

  Thank you.

  Customer Answer

  Date: 12/10/2024

  That is incorrect. I have a witness who can confirm that the bag was loaded onto the truck. The driver, Khalib, has attested to this fact. However, no inventory of the item was completed by the driver Khalib. Please see attached copy of the document, which clearly does not specify what was included in the shipment.
  
  This is not an isolated incident. Multiple clients, as evidenced by reviews on ****** and ****, have reported similar issues with this company, including lost, misplaced, or damaged property. I am honestly not interested in monetary compensation, I just want my property back. ***** and his employee needs to find my bag.
  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22660365
  
  I am rejecting this response because:
  That is incorrect. I have a witness who can confirm that the bag was loaded onto the truck. The driver, Khalib, has attested to this fact. However, no inventory of the item was completed by the driver Khalib. Please see attached copy of the document, which clearly does not specify what was included in the shipment.
  
  This is not an isolated incident. Multiple clients, as evidenced by reviews on ****** and ****, have reported similar issues with this company, including lost, misplaced, or damaged property. I am honestly not interested in monetary compensation, I just want my property back. ***** and his employee needs to find my bag.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 12/11/2024

  The company stands by our original statement and has done all proper protocol to look for the unmarked bag again all trucks and as documented ALL items listed in the list was returned to the customer.

  The client was sent the Claims Information so they could file a claim. We ensure proper measures to help out all of our customer's requests.

• Initial Complaint

  Date:11/21/2024

  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.

  Pick Up Movers lol added my belongings on 11/12/24 - after I paid $3000 of the quoted price of $3295. My Bill of Lading lists my Delivery Type as IMMEDIATELY. ***** told me 3-5 business days. I repeatedly asked ***** for definite date for delivery. Either he refused to respond or all he would say is "the driver will call the day before" I explained that I needed to know exactly when they'd be coming so I could plan my day. I called ***** on Monday the 18th and told him if they had to hold off on delivery until the 22nd that would be fine we were having issues at the house. But I needed a firm confirmation that they'd deliver on the 22nd. No confirmation no response. Tried for 2 more days to get confirmation No Response. I messaged that they were forcing me to take action by filing complaints with the **************************** as they were no longer responding to my reasonable request for delivery date. Early on ***** said 3-5 business days after marking the paperwork as Immediately. So since I can't get an answer I feel justified in filing complaints due to what I feel is now willfully withholding delivery based on my threats to file complaint. The holiday is approaching and I have nothing. A major snow storm is approaching and I have no winter clothing. All I want is my belongings. Is that REALLY THAT HARD TO DO. I paid all but $295 of my move. They have the major majority of their money I have a 6' truck bed of my things. ****** communication skills are horrible.

  

  Business Response

  Date: 11/21/2024

  The order and scope of work was exactly the way we agreed upon the contract. We understand that moving is an emotional time and can make some anxious, so we provide anon line of communication to all clients.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22586265
  
  I am rejecting this response because: If everything was done to the scope of the work order...

  WHY DO I NOT HAVE MY BELONGINGS?

  WHY ARE YOU NOT COMMUNICATING AS TO WHEN THEY WILL ARRIVE?

  WHY CANT/COULDN'T GET A DEFINITIVE ANSWER AS TO WHEN IM STUFF WOULD BE HERE?

  IMMEDIATELY TO ME MEANS NOW, NOT 3-5 DAYS & TODAY IS NOW DAY 7 EVEN OUTSIDE THE 3-5 DAYS ALL WITH ZERO COMMUNICATION. 

  ALL I WANT AN EXACT DAY THAT MY BELONGINGS WILL BE HERE - AND FIR THAT TO HAPPEN WITHOUT FAIL & COMMUNICATION REGARDING ANY DELAYS.

  I NEED MY THINGS. 

  Sincerely,
  
  ***** ******-******

  

  Business Response

  Date: 11/21/2024

  As mentioned before, all communication is available to the client and was informed that her belonging were to arrive within 3-5 business days from pick up. Also the dispatcher and driver are also in contact with her.

  Again, we understand that moving is a very emotional process, but all is in order with the customer's move.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22586265
  
  I am rejecting this response because:

  Yes 3-5 Business Days was told to me AFTER they picked up & AFTER the paperwork was given to me stating Delivery IMMEDIATELY.

  *Today is DAY 7 - NO COMMUNICATION OF DELAY. They're not even owning up that today is past their 3-5 business day timeframe. 

  **Their Driver only ever contacted me TODAY (40 minutes ago) to tell me the Ryder Truck that my belongings are in us in MAINTENANCE. Since when do Movers who use Ryder Trucks do the Maintenance.Woukdnt Ryder do the maintenance on their own trucks? He does not know how long this delay will take. So FURTHER delay. Before today I've never spoken to their driver. 

  ***Their Dispatcher has NEVER contacted me EVER. I left them a VM early this morning, still no response. 

  Again NO COMMUNICATION. I haven't talked to ***** the Sales Manager in 3 days. He hasn't responded to any messages about time frame issue or anything since Monday and then I was told "the driver will call the day before delivery". I repeatedly asked For his Supervisor to call me - nothing, no response. 

  This case will not be closed by me until my belongings arrive here and are unloaded. 
  
  Sincerely,
  
  ***** ******-******

  Customer Answer

  Date: 11/22/2024

  I understand you closed my complaint. However the business has repeatedly LIED about communication and time frame. Why am I not getting action? They're lying and YOU'RE REWARDING THEM WITH A RESOLVED ISSUE WHEN THEY HAVE DONE NOTHING TO RESOLVE THIS SITUATION 

• Initial Complaint

  Date:09/04/2024

  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.

  The absolute worst moving experience Ive ever had! I sold some of the larger and heavier items I had included originally in the inventory list they have you do before giving you a quote. With less items, the day of the pickup I was told I needed to pay an additional $400 because I had additional boxes. The boxes were standard size and weighed less than 10 lbs. I had one mover they sent out so the pickup took a little over 4 hours. Then one mover to drop off items. The drop off took 3 hours and. I live on the first floor. During drop off since there are 4 outside steps to get to the first floor I was then told I needed to pay another $75 for stairs. I have multiple broken items and paid over $3,000 when I was quoted hundreds of dollars less. Fees were made up as things were picked up and dropped off.

  

  Business Response

  Date: 09/04/2024

  The client did have more volume than what they claimed to have during the quoting process, so it was adjusted with the customers approval to take the extra pieces before loading as we are very transparent with our service.
  We never sublet our work to other companies for the clients care of their things.
  Nothing was broken as well.
  Please check the other hundreds of POSITIVE AND HONEST reviews received by our wonderful clients.

• Initial Complaint

  Date:06/18/2024

  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 used this company in April to move and it was a terrible experience. The owner ***** is beyond rude and shady. If you look on the ****** reviews most of them are fake. The only real ones are 1 star reviews saying that the company damaged their goods and did nothing about it. We paid this company by *****, and they ended up not even unpacking the truck because our complex is on a military base and the driver forgot his work orders so he was not allowed in. ***** then said that the military base should not have requested a work order or ID because other people who clean houses or do landscaping on the base are illegals. I was looking for some kind of discount since my husband and I had to rent a Uhaul, unload the moving truck, and bring everything into the house ourselves. ***** started yelling at me over the phone saying that it wasn't his fault and he wasn't responsible for anything. Incredibly unprofessional and non-existent service.

  

  Business Response

  Date: 06/25/2024

  The client is not being forthcoming with their statements on the conversation they had with our representative.

  Enclosed is the Bill ** Lading showing that the client signed off the work being completed according to the agreement.

  Customer Answer

  Date: 06/25/2024

  The business claims that I am not being forthcoming with my complaint and then attached a copy of the estimate paperwork. I want to make sure that personal information on that document cannot be viewed by anyone on this site. Also, a signature was required to get the belongings, even though the delivery and unpacking service was NOT completed. I am not satisfied with their response.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21867846
  
  I am rejecting this response because:

  I would not be allowed to get my belongings unless I signed for it. The company did not complete the delivery because the driver forgot his work orders. We were forced to rent a **Haul for additional money unload the moving truck, pack up the **Haul, and move all our belongings in ourselves. The company was careless and refused to accept responsibility. ***** said that his driver was nervous and that is why he left his paperwork. The most unprofessional company ever. A total scam that refuses to be held accountable when they do things wrong.

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

  

  Business Response

  Date: 06/25/2024

  Again, we stand by our statement as per the signed ******************.
  

  Customer Answer

  Date: 06/25/2024

  This company should not be rated A+ by the BBB. Company does not provide proper response or even apology because they refuse to take responsibility. The owner ***** actually screamed at me over the phone and was very sarcastic. It looks as though he is falsifying ****** reviews to maintain 5 stars. Just terrible

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21867846
  
  I am rejecting this response because:
  This company should not be rated A+ by the BBB. Company does not provide proper response or even apology because they refuse to take responsibility. The owner ***** actually screamed at me over the phone and was very sarcastic. It looks as though he is falsifying ****** reviews to maintain 5 stars. Just terrible
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/22/2024

  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 moved my items from ******* to ***********, and did not provide the compensation they promised for the damages of my property

  

  Business Response

  Date: 02/23/2024

  We referred the client to our ***************** to file a claim. Even though the damage the customer had was from the client's own wear and tear from being 20 year old furniture. Please review pictures.

• Initial Complaint

  Date:08/24/2023

  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.

  I booked a move with Pick Up Movers and I spoken to *****, whom at the time of booking assured me this company was not a broker company. In fact in my contract it states this company is not a broker company.During my move I found out they are in fact a broker company. I had 2 different movers under 2 different companies come and pick up my items. I was in fact impressed with how quickly they delivered my items as they picked it up on 8/9/23 and it was delivered 8/14/23. As far as that goes they are the fast move Ive ever experienced.However in the transportation of my items being left in a warehouse with a different carrier whom did know know which items were which they lost a bag of my clothes had to have about 50 or more items that are irreplaceable, not only that they damaged my vanity table.I thought this could be a quick resolve but now Im not getting much of a response from Pick Up Movers and I am upset. I would like my items back or replaced. I feel like that is only fair given the fact that I was lied to and have been the one reaching out. No one from pick up movers has sought me out to resolve this issue.

  

  Business Response

  Date: 08/25/2023

  We are not a broker, we are a moving company. We sometimes use carriers for additional deliveries in rare occasions when our calendar gets very busy. In this case we only used 1 carrier not 2.

  We found out about the bags of clothes that went missing and we immediately sent our link to the ***************** to help them file a claim for the few bags of clothes.

  Enclosed is the link and information we sent the customer a while back and sent again a couple of days ago when we didn't hear back from them.

  Once they submit this claim then it goers through them to process the claim.

  Should you have any questions please email or call me back.

  Thanks

  Customer Answer

  Date: 08/25/2023

  I have filed the claim. I responded and it was more than just the missing clothes I also received my vanity table damaged. There is a hole in the middle of the table. No one reached out to me to let me know they couldnt locate my items. I called and I was told I would be receiving a call in 2 days with an update and didnt receive a call or an email until I reached out following up and then it was never explained to me what the process is to resolving this issue. I just received an email to file a claim which seems very unprofessional and a lack of care on yalls part. And no there was in fact 2 separate carriers. Russian Movers (******* Based) & Best Moving Storage (******* Based) say what you want but this was brokered even when I was assured it was not going to be. I signed a literal contract stating that this company is not a broker company which was a flat out lie.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20517690
  
  I am rejecting this response because:I have filed the claim. I responded and it was more than just the missing clothes I also received my vanity table damaged. There is a hole in the middle of the table. No one reached out to me to let me know they couldnt locate my items. I called and I was told I would be receiving a call in 2 days with an update and didnt receive a call or an email until I reached out following up and then it was never explained to me what the process is to resolving this issue. I just received an email to file a claim which seems very unprofessional and a lack of care on yalls part. And no there was in fact 2 separate carriers. Russian Movers (******* Based) & Best Moving Storage (******* Based) say what you want but this was brokered even when I was assured it was not going to be. I signed a literal contract stating that this company is not a broker company which was a flat out lie.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/05/2023

  We sent the information to this client to please file a claim with our ****************** in which she got all the information. Again, it was our company who did the pick up so it was not brokered move.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20517690
  
  I am rejecting this response because: I have filed a claim and I havent received a response back. You have 1 moving truck registered, you hire other moving companies to do your jobs. To act like Im making that up is ridiculous, the movers who came told us their moving company names so we could pay them directly not Pick Up Movers. I even called your office to ensure I would not have to get double charged as that was unusual to me if I signed a contract with Pick Up Movers who claimed to NOT be a broker company.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/12/2023

  We are solely a moving company, We have never been a broker. 

  We have given the client all the information needed to process her claim.

• Initial Complaint

  Date:07/07/2023

  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.

  28 June 23, Pick Up Movers came to pick up my household goods. It was my understanding that my stuff would be delivered by 30th June. ***************************** explained to me that it would take 3-5 days before my items arrive which wasn't our initial agreement. I was told to expect it between 5th-7th July. It wouldn't make sense for me to do that if I knew I wouldn't be home within that time frame. I still worked around it. Today is the 7th and ***** is still unable to tell me where my stuff is or give me a specific timeframe for delivery. I have called a few times to express my concerns and on more than one occasion he has called me a liar, a deflector and has hung ** in my face twice. ***** has suggested that we keep our conversations by email when I mentioned that I will be filing a report if my stuff don't arrive by next week. I tried to solve this amicably but we clearly can't get to that result if he's constantly raising his voice and calling me a liar. I am a federal service member and one of our first core values is integrity first. I literally have no incentive or benefits for supposedly "lying" on this man name. I am not asking for my money back or any of that. I just want to know when my household goods will be getting here. I have my military uniform in these boxes. If I do not get a favorable response to this matter through BBB, I will assume that my items have been stolen and take it up with the Office of inspector general to escalate this matter and look into this company practices. I understand that delays happen but yelling at a customer is beyond me and communication has not been the best. This has not been a pleasant experience. I've attached our email traffic conversations and if I could add our phone convos I would've too. I am looking forward to a favorable resolution and respected ***.

  

  Business Response

  Date: 07/08/2023

  We've been in complete contact with the client and told her that the delivery can take place from **** business days because she didn't have a full truck traveling from ******** to *****.

  Her belongings have been in route to her as per our agreement. To claim that the belongings are stolen is a strong accusation, one that is completely incorrect.

  Our driver is in contact with her and we would be calling ahead of time for her to receive her belongings.

• Initial Complaint

  Date:03/19/2023

  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.

  3/15-3/17 I paid **** when the agreed upon was **** My cc was unlawfully charged $2194.21 The movers were a day late arriving. Demanded more money for my things. When I called the police. We had to unload the truck ourselves. The service wasnt even done.

  

  Business Response

  Date: 03/24/2023

  When we picked up the clients belongings we packed and protected everything the proper way like all other moves we do. When we arrived to drop her things off, the client had a balance of just over $2100 before we could unload. The client, trying to get out of paying her balance with us, called her close friends at the local Police Station and 6 Officers facilitated to breach our contract agreement with the client by forcing our great men to open the truck, without any warrants or rights, and started to unload the truck themselves....of course causing all or any damage to the belongings since they are not movers, just Police Officers. Since this was far beyond their scope of responsibility according to basic Policing, we took pictures and video ourselves during this matter for evidence.  

  The customer is now attempting chargebacks on all the money that is owed and using your platform as a tool for leverage. Unfortunately, we are in a society today that will mislead and write falsehoods online in order to gain monetarily from small companies like us. We feel that not only her actions were unethical but borderline criminal. We have all the badge numbers and names of the Police Officers that were involved in this brazen act and we will be more than happy to give you this information if so needed. And if there are any other questions please email or call me back.

  I want to thank the BBB for being an understanding and honest organization and we will always work closely with you in any questions you may have on us.

  Thanks again

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This moving company has provided me only one means of reaching out to them. The company originally communicated to us that they would be bringing our stuff on November 2. Then, the company changed the date to November 1. On November 1, the moving company did not show up and did not inform us they were not planning on coming until hours after they originally planned. I requested an estimated reschedule date, the contact's response has been essentially I can bring your stuff any time--you need to be ready. He then provided a date of today, November 3 between ****am. Nobody showed up again. The contact has now blocked me. I have paid a deposit and half the costs of the move. Speaking of costs, he is charging me almost twice as much as his estimate. The only document I have been given is the estimate.

  

  Business Response

  Date: 11/03/2022

  This customer was offered delivery time of up to 3-5 business days from the first date of availability, which he agreed on since we were able to store his items in our facility for over a month free of charge for him.
  He completely understands the delivery process and he agreed to it because he was staying just at the next town over.
  
  As far as pricing, the client had double the volume he claimed he had. And we offered to take the extra items at a great rate which he completely agreed to as well.

  Customer Answer

  Date: 11/04/2022

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

• Initial Complaint

  Date:10/18/2022

  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 hired this company for an interstate relocation on 9/24/22. Pickup was 10/15. Original quote was for 703 cu ft (approx. $3453); movers arrived at 5:30 PM and began loading, confirming they would check in when approaching the 703 volume. Later in the evening they said, Were working on the bed and are close to the 703 cu ft., what else do you want to take? I pointed to all additional items and was told it would be an increase of 150 CF. I said to ONLY take those items indicated, as that 853 CF would be our limit. Movers continued until 3:00AM. At the end, they said our total was over $9000. I said I told them to stop at the agreed 853 cu ft and they said, But weve already filled up our truck with the items and it comes to **** CF.I told them to unload everything, as we would not pay for what we did not agree to. They said the office was closed and they would take a couple of items down and charge me for **** CF, but I had to sign. If I waited until morning when they opened, it would cost me to unload anything. No matter what, they would not unload my total belongings off the truck, so I was forced to sign the blank Revised Written Estimate they handed me at 3:30AM (photo attached, video of interactions available upon request). When I called ***** to fix the issue, he raised his voice and said I agreed to the charges. His only option for me was that they would remove the items off the truck, but I would have to pay them thousands for their labor in order for them to do so, then hung up (I have proof of the conversation). I am seeking refund of $1561.50 for the charges beyond the verbally approved 853 cu ft, as the overage was loaded onto the truck without our permission or signature approving the increase. I am also seeking a refund of the additional fees ($130) we incurred to transfer the funds, due to Pick Up Movers denying use of credit card, blocking my Venmo payment, and demanding payment via cash and Zelle at the last minute.

  

  Business Response

  Date: 10/19/2022

  When we quoted this move for the client she told me that she only wanted to take 29 items, so I quoted her based on that inventory. Upon the pickup the customer had 109 items in which we told the client before loading (as she mentioned) that these additional items would be charged additional to the agreement we made.

  So in the process of this move, her and her husband would go away for about 30 minutes at a time for every extra 100 cubic feet they wanted to take to decide they were going to take it or not, which is something we have never experienced before. We were able to finish loading late that night with all the added items they wanted and priced properly based on their volume.

  The clients did get verbal with our workers and making threatening remarks to them, but we are a company of morals and kept everything professional so that they have a pleasant moving experience with us.

  Should you have any questions please email or call use back.

  Thank You.

   

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18239356
  
  I am rejecting this response because:
  For now, Im going to ignore the lies about my husbands and my actions, as I will not debate what someone was NOT there to witness and what I have on video. 
  
  BOTTOM LINE: DID THEY GET MY PERMISSION BEFORE LOADING **** CF OF ITEMS? ANSWER: NO
  
  WHEN ASKED TO REMOVE ALL OF MY ITEMS FROM THE ***** DUE TO THE UNAPPROVED CHARGE OF 2.5x THE ESTIMATE, DID THEY? ANSWER: NO
  
  Again, our agreement is was for 703 CF and  your company loaded **************************************************************************** to agree to an increase at the END of the move. I can and will prove via photo (as you can see, the attached document was presented to me, blank, at 4 AM. This is AFTER everything was loaded onto the truck, as I said). This is an illegal practice. Show me a single document with an approval of the extra items beyond the 703 CF (or 29 items, for that matter) BEFORE they were loaded. There isnt one because your goal was to employ illegal practices to extort money from us. 
  
  As a note: l  attached the revision I was forced to sign and it CLEARLY states that not only do the extra items need to be listed, but it is only valid if fully executed before work begins, which would be the honest practice for both the movers and me as the customer. As you can see, I was presented with the document at 3:43 and it is blank. Please just refund my money as requested and lets be done with the matter.

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

  

  Business Response

  Date: 10/20/2022

  Here is our response into this matter and we wish to make this our final response if possible.

  In the client's own words:

  
  1.     For now, Im going to ignore the lies about my husbands and my actions, as I will not debate what someone was NOT there to witness and what I have on video. 

  In response: We would like to see this video if possible today.
  
  2.     BOTTOM LINE: DID THEY GET MY PERMISSION BEFORE LOADING **** CF OF ITEMS? ANSWER: NO

  In response: Actually the answer is YES.... both her ad her husband kept asking us to keep loading everything and was aware that the volume would change and there would be a price correction.
  

  3.     WHEN ASKED TO REMOVE ALL OF MY ITEMS FROM THE ***** DUE TO THE UNAPPROVED CHARGE OF 2.5x THE ESTIMATE, DID THEY? ANSWER: NO

  In response: Actually that is also a YES....We gave them the option to unload the entire shipment multiple times as courtesy to work with them. They of course refused this option because in the end we left with everything they asked us to take with the new adjustment in volume and price.
  

  4.     Our agreement is was for 703 CF and  your company loaded **** CF of items onto your truck.

  In response: The **** cubic feet amount was the real volume of things they had instead of the 703 cubic feet they claimed they wanted to only take. This shows you that they were well aware that they were not being forthcoming with us and should be illegal for them to extort a small company as ours.

  5.     Held my possessions hostage to force me to agree to an increase at the END of the move.

  In response: We told her this increase even before leaving her driveway, so this is not being forthcoming with the BBB.

  6.     I can and will prove via photo (as you can see, the attached document was presented to me, blank, at 4 AM. This is AFTER everything was loaded onto the truck, as I said).

  In response: This is the time we finished working for them as we thought it was going to only be 703 cubic feet. So in her own words she just admitted that we didn't hold anything hostage.

  7.     This is an illegal practice. Show me a single document with an approval of the extra items beyond the 703 CF (or 29 items, for that matter) BEFORE they were loaded. There isnt one because your goal was to employ illegal practices to extort money from us. 

  In response: In the documents provided you (by this same client) can see all agreements made prior to and on the day of the job. There's no extorting money from a job that was fully priced correctly and items accounted for. 
  
  As a note: l  attached the revision I was forced to sign and it CLEARLY states that not only do the extra items need to be listed, but it is only valid if fully executed before work begins, which would be the honest practice for both the movers and me as the customer. As you can see, I was presented with the document at 3:43 and it is blank. Please just refund my money as requested and lets be done with the matter.

  In response: The client is also now trying to put a false claim through Venmo to get back $1500 when it was a valid charge for the work.

  If this exceeds we will have no choice but to alert the proper authorities about their scam tactics and possibly escalate this matter legally.

   

  We showed in the client's own words that they are not being forthcoming to us, to the BBB, and to themselves.

  Please close this matter as this would be our last comment about this and want to be respectful to the client.

   

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18239356
  
  I am rejecting this response because:

  Anyone reading the direct yes or no questions and their indirect responses can see their attempts to evade the simple, inarguable facts: 
  
  THERE WAS NO PERMISSION GIVEN (WRITTEN OR OTHERWISE) TO LOAD **** CU FEET. 
  THERE WAS NO PERMISSION GIVEN (WRITTEN OR OTHERWISE) TO LOAD ****, ****, ****, ****, ****, ****, ****, ****, 900, or even 854 CU FEET. 
  If they had approval to increase before loading, they would be able to produce the proof. They havent. They cant. 
  
  *Their own document I attached shows that it was given to me BLANK once the items were ALREADY LOADED and they threatened that I would have to pay thousands for them to unload it (they didnt deny that in the above rebuttals). If I had actually approved it and they arrived at 5:30PM, wouldnt I have signed it before 3:30AM?
  
  *Note the company never denies it: They loaded my belongings BEFORE presenting me with the Revised Estimate, further proving my case.
  
  The fact that they would threaten to alert the authorities if I continue with my complaints actually tells you all you need to know. That is simply absurd, but it shows you the intimidation tactics they use. And to their threat, I say PLEASE send the authorities. You are aware of all of my information and I will GLADLY show them every video, picture, text message, and document. I will NOT show the companys representative the video, as it will instead be turned over to the proper authorities and they can confirm the companys deception. I WILL attach a screenshot, as they would assume Im lying about having the videos. 
  
  Additionally they should refrain from slander and asserting that we employed "scam tactics as customers, as WE are not the ones who have a history (on BBB and elsewhere) of the exact same complaint from other customers. Thank you for making our point even more evident. (If we were trying to scam, would we be seeking a PORTION of the funds paid? Wouldnt we go for all of it? Again, it is clear to all that the scammer is NOT the customer;))
  
  One cannot threaten a customer to not escalate the matter as the company did in their own words (If this exceeds[sic] we will have no choice but to alert the proper authorities andescalate this matter legally) above as a means of intimidation to prevent us from telling the truth; I can double-check, but Im pretty certain THAT is illegal... I initially only asked that they do whats right, but they instead chose to threaten us. Well, let me be clear: I WILL continue to report the matter to additional entities and WILL continue to provide whatever evidence is sought by authorities, companies, BBB, and government agencies. 
  
  
  And I dont need to threaten legal action, as that is already my right as a next step.
  
  Sincerely,
  
  *******************************