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:10/10/2024

  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 to move storage from our business location (in *****) to a storage room less than 10 minutes away. This resulting in them stealing 7 expensive office items (what we know of as of now) Then when my husband's assistant came to drop off my lunch order they asked me, with a straight face: 'Where is our food? You did not get anything for us?' It was TERRIFYING. The shorter one looked like he was about to harm me. My husband was traveling at the time unfortunately so I contacted my assistant to come back **** + one of my employees. They completed VERY SLOW (probably to get paid more as it's by the hour) and broke 1 vase that we bought in ***** on our honeymoon, that was not only very expensive but - as you can imagine - also has lot's of emotional meaning to us. No excuses. They actually blamed it on me for putting the vase on the floor instead of the kitchen counter. Yet, it WAS on the kitchen counter (because that beautiful vase was not going to be moved to storage) but they had put it on the floor THEMSELVES to make room on the counter because one of them wanted to read one of the manuals for dissembling one of desk chairs. They also killed one of our plants by just being careless, aggressive and ABSOLUTELY NOT delicate with our belongings. They were VERY scary, rude and honestly, if my assistant and employee couldn't make it, I would have called 911. That's how unsafe I felt from the moment he made that comment about me not ordering them food. It was CRAZY. Took me a while to get over because you just do not expect this to happen. You are supposed to trust the moving company you hired. Be smart and stay away from this company. Things could have been much worse!

  Business Response

  Date: 10/29/2024

  Dear BBB Team,
  Thank you for reaching out and giving us the opportunity to address this matter.
  We have carefully reviewed our records in an effort to locate the relevant information regarding this customer. However, we were unable to find any recent records under the name ******** K, making it challenging to provide a detailed response at this time. If possible, could you kindly share additional details, such as the contract signers name and the move date? This information would greatly assist us in locating the account and responding accurately.
  We appreciate your assistance and want to assure you that we are fully committed to cooperating with you to resolve this matter in the best way possible.
  Warm regards,

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5/23/24 I hired you move me; moving company to PACK, Move; and transport my furnishings from one local apartment to another with a storage stop in between. I also paid to have a large office desk assembled. My quote was approved $2100.Run! They quoted me $2100, charged me $2500, however they tried charging me storage fees because they wanted to go home. And then charge me several more hundred dollars to unload the next day. They damaged items; they left an entire closet full, I had to call the lead (*****) who arrived about 9pm to load items in his personal vehicle. The desk that was supposed to be assembled; I was told was missing parts. A lie!All my items are thrown in boxes; mixed items that should not have been packed together that were. Leadership has been unresponsive. They tried to manipulate me into paying over $700 for storage because they were ready to end the day. my items are thrown all over my closets. They dumped my clothes out of their boxes in most instances upon my assessment. I have photos

  Customer Answer

  Date: 07/08/2024

  My apologies for not seeing the prior communication in the past. I am not working with the company, to date they have not reached out to me to resolve the matter and I have continued to find items that are missing or either damaged. Please see the contact that I had with this company, I also completed a claim form prematurely at their request, as I was instructed this was necessary prior to customer relations or management contacting me directly this form had to be completed and still to date, there has been no telephone call. I received an email and an ultimate offer of less than $200 and I declined. I have had to pay additional monies for someone to transport the items that were supposed to go to the storage location, and also had to pay to have items that weren't supposed to go to storage, brought to the apartment. This move was a nightmare

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Moving from West ****************** to ***********. The move went smoothly but during that move the piano suffered The piano Frame moved to cover part of the piano keys.A piano repair specialist will be coming first December week or so. Then I will be able to give more details

• Initial Complaint

  Date:01/16/2023

  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.

  Hi, I hired a moving company for the first time. I was moving out of my apartment on Friday, 9/30/2022 and the moving company stored my items in their "safe and security guarded" facility over the weekend and then moved my items into my new apartment on Monday, 10/3/2022. The total cost for the deposit, both moves and storing my items was $2,212.86 which is not a cheap service. All of my items were in boxes and/or wrapped in moving blankets and taped. When delivering the items I was told I needed to sign a form that confirms I received all of my items. I told the movers that I need to unpack everything (which would take hours) in order to confirm that I have all of my items and the movers told me they were happy to wait but I would be charged their hourly rate of $130 per person and I had two movers with me so that would be 260 per hour. I signed the form letting the movers know I did not think this was fair and also called the facility immediately so I could let the manager know that I felt forced to sign the form. I did not receive any answer and had a difficult time getting in touch with the manager for weeks following this event. Once unpacked I noticed my newly purchased all black ***** purse was missing. I began to call and email multiple times without any help or guidance. Finally, over a month later the manager contacted me back and said "we checked the security cameras and asked the movers and they do not have your purse there is nothing else we can do." This purse was a special gift with a card I wanted to save inside which is the most important part but it also cost $1,600. I either want to be refunded $1,600 so that I can replace the stolen item or I would like the company to share any security footage or evidence that their movers did not steal my item.

  Business Response

  Date: 01/19/2023

  The client contacted us on September 29, 2022, requesting our moving services. Her move was for a two-day service, starting on September 30th, 2022, and ending on October 3rd, 2022, the client agreed to store her belongings in our storage for 3 days. After finishing her move on October 3, the customer contacted us again on October 16th, 2022 (13 days later), informing us that she had lost a black purse. On our side, we made all the necessary investigations in search of the lost item, reaching out to the movers that went on both days about her lost item and they did not have any information about it; also, we checked the footage of the camera that is in the truck used on her move, and there was nothing to be considered suspicious. Since we did not obtain any results, our team reported not having seen it. As a last suggestion and in search of a solution to this inconvenience, we recommended the customer file a police report.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18819727
  
  I am rejecting this response because: I would like to see the security footage that proves the movers and/or company does not have my purse. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/02/2023

  Dear Victoria, 

  Thank you for bringing your concerns to our attention. We understand how important it is to you to find your missing items and we appreciate your patience while we conducted our investigation.

  After a thorough search and review of our records, we regret to inform you that we have been unable to locate your missing items. We have exhausted all possible avenues in our efforts to find them.
  We understand that this news is not what you were hoping to hear and we sincerely apologize for any inconvenience this has caused. We know that you trusted us with your belongings and we are deeply sorry that we were not able to live up to your expectations.

  As a next step, we suggest that you file a police report to ensure that a thorough investigation is conducted. We will be happy to provide any assistance that we can to the authorities in their investigation.

  Again, we apologize for any distress that this may have caused and we hope that you are able to recover your missing items.

  Please let us know if there is anything else that we can do to assist you.

  Sincerely,

• Initial Complaint

  Date:06/13/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 received loading services from You Move Me. The first crew that came out was a two person crew and they couldnt load all of my furniture because they needed more people. I was told I wouldnt be charged for another crew to come out as it was the companies mistake and they should of sent out a 3 person crew to begin with. I was treated like I was at fault and being charged for their truck that I wasnt using not only once but twice. It cost me over $900 to move less than a one bedroom apartment. Not even move entirely, literally it was just help loading a truck. This is truly the worst experience Ive ever had and moving is stressful enough. Ive had to deal with their crew leaving my stuff a complete mess in my truck, half of my furniture in my buildings lobby, the other half in my condo, and had to stay an extra day and night in an empty place I was suppose to be out of. I should not of been charged for this company sending two guys out and ended up having to reschedule with more guys. They also destroyed my $5,000 mattress. Ive reached out and they said they will not be providing any compensation because I sent my email a day later and not minutes after they loaded the truck. I took pictures right away of which have date and time not to mention they have a policy of 7 days to make a claim. I was already a day behind on this move. They will not return my phone calls and have only replied by email with no name of whom I was speaking to. On top of terrible business, terrible movers, and terrible service- they completely destroyed the bottom of my mattress by dragging it and setting it on sharp stair railings. I ended up paying double the amount for this companies errors but I had no choice to pay because they literally said they will no move from where they were standing unless they had my credit card. This totaled over $900 just to move my stuff into a truck and $5,000 in a destroyed mattress. JOKE.

  Business Response

  Date: 06/18/2022

  Dear ****, we really appreciate you making the time to write this review and apologize that you did not have a great experience. If you would like to take this matter further, please email ******************************** and our team will address your concerns. Thanks again, your review will help us work towards improving our overall customer experience and offering. Cheers from the Customer Experience team at **********************.

  Customer Answer

  Date: 06/21/2022

   
  Complaint: 17412862
  
  I am rejecting this response because:

  I have already reached out through email and phone calls. This business has shown no effort and lack of empathy. I emailed them two days after my move but I have time stamps with dates on my photos (iphone puts location, date, and time on photo when taken) of the damage that was done to my mattress. This was my second consecutive day doing business with this company and the first day was beyond stressful with reasonings I have already mentioned in my original complaint. I was already over 24 hours late with getting my uhaul returned and getting the keys back to the property owner. After I seen my 6k mattress with rips and holes exposing the springs, I immediately took pictures of it while the movers were still inside my apartment. They were still moving my expensive things out, wouldnt even start working without my credit card even though I wasnt supposed to be charged for the second day, laughing about how heavy everything was, stopping on 3 flights of stairs with sharp edges- Im assuming thats where all the damage took place. I didnt have the time or patience to continue to argue with these guys as I already was questioning why I was being charged a second day for their truck when I had my own, their time when they were supposed to have the correct amount of guys the day before, and the movers from the day before said it was their companies fault because nothing was incorrect in my estimate and they should of booked my move as a 3 man crew but only sent 2 movers. So I took the pictures and sent out a customer service complaint and the email attached was my response. 

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