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:11/14/2024

  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.

  I was given a price to move my belonging to a storage area. We arrived at storage place and after i paid cash because they said they will not unload my things unless they were paid in cash. After i paid they got in truck and drove off in a high speed. Cameras at storage facility gave me the video that captured everything that happened that night. The next morning i went to the address on the truck and i had to pay $2300 more or they were going to keep my furniture. When we arrived to storage facility and they open the truck all i saw was broken glass. Most of my things were broken. I video all the things that was being taken off the truck that was broken. I have a police report and all the video of this incident.

  

  Business Response

  Date: 11/29/2024

  Hello Ms. ********************** please find a detailed timeline of events surrounding your relocation and the many changes that occurred at the time of service due to your circumstances.

  
  On October 16, 2024, you called in to obtain an hourly estimate for your upcoming relocation.  You stated to our sale representative that you wanted a quote for 3 movers for 4-5 hours and were provided with the breakdown of charges and calculations by the sales representative.  Our sales representative emailed you the written estimate and walked you through the estimate line item by line item explaining the breakdown of charges and how all charges were calculated.  We have a three-hour labor minimum on all jobs and charge any labor amount above the three hours in 15-minute increments.  You reviewed the estimate and then electronically signed the estimate and placed your deposit via the secured payment link.

  
  On October 20, 2024, you called in asking to push your crews arrival time from 8-9am to noon and you added some packing you wanted us to perform at that time.  This changed your estimated price.

  
  On October 21, 2024, the move crew arrived at your residence at 12:24pm and started your move time at 12:27pm.  You directed the movers to pack and load significantly more items than what you had presented at the time of estimating.  The crew loaded the entire truck with the items you directed them to move. At 5:09pm the movers departed with the fully loaded truck to your destination.  ******** arrived at the delivery location (your mini storage) at 6:06pm and waited for your arrival to let them in to unload the items.  ******** leader called you many times as well as our operations manager to determine your arrival time to the mini storage. Despite many conversations with my crew leader and our operations manager where you advised you were 15 minutes away, you arrived at the mini storage approximately 2 hours later, around 8pm. 

  
  Upon your arrival my operations manager estimated the time needed to unload the truck and presented you with your move total for October 21, 2024, which was $2,746.90.  It was at this point that you advised that the Extra Space Storage (located at ********************************************************************) that you directed us to deliver to had delivery restrictions and that all deliveries needed to be completed with all personnel and trucks to be outside the gate by 10pm or all would be locked in.  We contacted the Extra Space Storage and verified this to be true.

  
  There was no way to complete your unload in the allotted time to avoid getting locked in.  You presented my crew leader with $1,100.00 in cash as payment towards your balance due and my operations manager instructed you that we would need the balance paid prior to unloading the truck and that there would be additional charges for us to bring the truck back to our yard and return the next day to perform the unload.  You were also advised at this time that your entire balance along with the additional charges for the time to complete the second days delivery needed to be prepaid before we would return to deliver your items.

  
  We have worked with you throughout this entire process and the many delays that were created from your unfortunate circumstances surrounding your move date of October 21, 2024. 

  
  Any damaged item you wish to file a claim for should be done through CAF Moving Claims ************. **************.

  
  We have reports, call recordings, and videos all supporting the facts surrounding your relocation challenges and are happy to share them with you.  You were charged correctly and are not due any refund.
  
  Attachments:
  Signed Move Estimate
  Signed Move Contract
  Extra Space Mini Storage Website Screenshot displaying hours
  Truck GPS Tracking Report Oct 21, 2024

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently hired 1776 Moving for my move and was highly disappointed with their service, primarily due to a significant misunderstanding regarding how time was calculated. The estimate provided to me indicated a total of 5 hours for loading and unloading my 3-bedroom townhome. However, I was later informed that 2 hours of that time were actually allocated to travel, leaving only 1 hours for loading and 1 hour for unloading. This breakdown was not made clear in the estimate, and 3 hours for both loading and unloading combined is entirely unrealistic for a move of this size.I understood the estimate to reflect 5 hours of actual loading and unloading, with the 2 hours of travel time to the drop-off location being separate. The lack of clarity regarding the return travel time and how it was factored into the estimate was confusing, unclear, and felt intentionally disingenuous.The estimate provided included the following line items:Moving Labor 5 hours Travel Time 2 hours Fuel Surcharge Given this breakdown, I expected that the moving labor would indeed cover 5 hours of actual work, separate from travel time. The estimate was misleading and quoted much lower than what the job realistically required, which felt intentionally deceptive.I was initially eager to support a local business in Orlando, but my experience with 1776 Moving was tarnished by their lack of understanding, effort, and refusal to make things right. I gave them ample opportunities to correct the situation, but they failed to do so.I highly suggest looking elsewhere for your moving needs as their website is full of false advertising. 1776 Moving proved to be untrustworthy, insincere, and dishonest. Their website claims to offer transparent estimates and trustworthy service, but my experience was the opposite, which is truly unfortunate.

  

  Business Response

  Date: 09/23/2024

  Hello,

  *** **** was provided an estimate based upon the items she presented that she wished for 1776 Moving and Storage to move.  The estimate was explained in detail and sent over to her in writing for review and signature.  The written estimate details how charges are calculated in "Understanding Your Estimate" located on the first page before charges are presented.  it reads as follows and is clearly visible on the estimate that *** **** uploaded to this complaint:

  This quote does not represent the final cost of your move. Instead, this quote is based on an estimated number of labor hours in accordance with the information you provided. Actual charges will be calculated as follows where labor time is the actual duration of the job, from arrival at your door to job completion, calculated in 15-minute increments. Jobs with a duration of fewer than three hours Monday through Friday and fewer than four hours Saturday and Sunday will be charged three hours for labor for moves occurring Monday through Friday and four hours of labor for moves that occur Saturday or Sunday

  *** **** moved significantly more items then she presented for pricing resulting in her relocation taking longer then what was originally estimated.  This was explained to *** **** at completion of her move, and in several phone calls with various managers in our organization.  No refund or adjustment is due to *** ****.
  

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22323455
  
  I am rejecting this response because:

  Reviewing the estimate, there are a total of three line items.

  Moving Labor (5h) one can reasonably assume that this portion of the estimate accounts for the actual labor being done for the move - ex. loading/unloading. 

  Travel Time (2h 35m) one can reasonably assume that this is the travel time from the pickup to drop off home, as it does typically take this amount of time to travel to the location. 

  Fuel Surcharge - miscellaneous items associated with the move. 

  The estimate does not state anywhere that the travel time line item is actually the return travel time from the drop off location back to the moving companys office. 

  The estimate does not state anymore that the moving labor line item also takes into account the travel time from pick up to drop off. It is not simply just the labor associated with the move. 

  Any customer would perceive the break down of line items as such. There should be additional line items to accurately and visually represent what the actual charges for each item include, but, there is not. This tactic was used to intentionally mislead a customer for financial gain. 

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

  

  Business Response

  Date: 10/24/2024

  Hello,

  The labor time is clearly explained in your estimate in the "Understanding Your Estimate" section at the beginning of your estimate.  Here is the copied text from that portion of your estimate:

  "This quote does not represent the final cost of your move. Instead, this quote is based on an estimated number of labor hours in accordance with the information you provided. Actual charges will be calculated as follows where labor time is the actual duration of the job, from arrival at your door to job completion, calculated in 15-minute increments."

  This was also explained during the estimate call and booking process.  I have attached your estimate and highlighted the text.

  You were charged correctly.  The travel time accounts for the crew to get from our office to your pick up location and to get from your delivery location back to our office.  Everything else is labor time.

  Customer Answer

  Date: 11/03/2024

  It is my understanding that this case is not closed. The business has failed to provide any explanation or opportunity to make things right to the consumer. They have  participated in false advertisement and maliciously under quoted a client for the purpose of financial gain.

  Customer Answer

  Date: 11/05/2024

  I understand the estimate is that, an estimate. But, you do expect an estimate to be seemingly close to the final bill. 

  My query is that the breakdown of the estimate did not include seperate line times properly indicating the charges for each. Any reasonable person would safely assume that labor means the actual labor of loading/unloading. Any reasonable person would safely assume that travel time includes the designated travel time to/from the home/business. When in actuality, the labor line item supposively includes the travel time to the home pick up location plus labor, and the travel time line item only supposively only includes travel back to the office from the home drop off location. It is intentionally misleading and calculated to a client unfamiliar with industry terminology to present a quote in such a manner that is falsely generated. For the intentional purpose of financial gain. 

  Customer Answer

  Date: 11/05/2024

  I understand the estimate is that, an estimate. But, you do expect an estimate to be seemingly close to the final bill. 

  My query is that the breakdown of the estimate did not include seperate line times properly indicating the charges for each. Any reasonable person would safely assume that labor means the actual labor of loading/unloading. Any reasonable person would safely assume that travel time includes the designated travel time to/from the home/business. When in actuality, the labor line item supposively includes the travel time to the home pick up location plus labor, and the travel time line item only supposively only includes travel back to the office from the home drop off location. It is intentionally misleading and calculated to a client unfamiliar with industry terminology to present a quote in such a manner that is falsely generated. For the intentional purpose of financial gain. 

  

  Business Response

  Date: 11/05/2024

  hello,

  We stand behind our previous reponses.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22323455
  
  I am rejecting this response.
  
  Better Business Bureau, 

  
  Thank you for facilitating communication with 1776 Moving regarding the issue at hand. While I appreciate their response, I must express that it does not address the concerns raised. I do not accept their response as it fails to acknowledge their misleading practices.

  1776 Moving did not fulfill their obligations, and as a result, I believe they should be held accountable and issue a refund to rectify the matter. Their refusal to address the root cause of the complaint is both disappointing and inconsistent with industry standards for customer care.
  
  I respectfully request that the BBB continue to monitor this case and hold 1776 Moving accountable for their obligations, as well as ensure that consumers like myself receive fair treatment.
  
  Thank you for your attention to this matter.

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

• Initial Complaint

  Date:08/26/2024

  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.

  1776 ********************************************* was contracted to move a One Bedroom apartment with no appliances involved on Saturday, August 10th. The estimated time for this move was 3 hours. We were very prepared with bins packed and ready to go. Other than the bins were a Queen size bed and a Sectional sofa. Upon entering the apartment and looking around the lead crew person stated this move is going to take 4 hours to complete. He also stated they usually a person out to look at whats being moved but did not on this project. Three hours on the contract was an estimate.During the process of loading the truck it was apparent the crew was not in any hurry and taking longer to do the job.During the unloading of the truck the crew was obviously taking longer, so much that my daughter and her friend begin to help unload the truck.It was brought to the attention of the lead crew person how slow they were moving. The lead crew person said he was sorry and would have the office reduce some of the moving time.I made a call to the office during the unloading process and left a message complaining about how slow the crew was moving. My daughter and friend had to reassemble the Sectional Sofa themselves.On the next work day of Monday, August 12th at 10:15am, I called and spoke with the staff and once again complained of our displeasure and wanted to discuss the charges. The young lady returned my call, took my information and concerns regarding the moving time. She stated the Operational staff will be returning my call.A few hours later I received by e-mail a payment confirmation from 1776 ********************************************* for $1151.01 assessed to my credit card.Since that charge its been 2 weeks:1) No one has communicated in any fashion to me regarding my complaints 2) I have not received any type of billing invoice 3) We believe we have been unfairly overcharged one hour for this moving project 4) We believe an adjustment to my credit card for $186.48 ( 1 hourly rate plus tax)

  

  Business Response

  Date: 08/27/2024

  Hello,

  I have spoken to ************ and we have resolved his concerns.
  

  Regards,

  *******
  

   

  Customer Answer

  Date: 09/03/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/12/2023

  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.

  1776 was hired to move our home belongings on Thursday-May-25. The initial ESTIMATE was for 7-7.5 hours and I was promised the team would arrive between 8-9AM. Actual arrival 10:30 AM The job took excessively longer than estimated or planned completing at 11:30 PM (13 HOURS). During the final 2 hours of the job, team member #1 of the 3 man team informed the others he was done and calling it a night; then decided to go sit in the moving van, reducing the labor force to 2. Then team member #2 of the 3 man team was obviously like minded and constantly taking breaks, outside speaking with team member #1, leaving team member #3 to do the work alone; further reducing the labor force to ONE! . At one point I even jumped in and helps team member #1 to simply get the job done. At the conclusion of the job I was presented a bill for their total time spent at the job. I questioned the charge and stated I felt overcharged and would not authorize the proposed change. To which the team leader reached out to his supervisor. After a brief discussion and a request for an adjustment to the charges, I was told he was unauthorized to make any charge, but I could pay in full and dispute the charges after the fact. I felt that was unreasonable and left me no leverage to negotiate the charge and would not authorize full payment. I've since reached out to the company via telephone (no answer) and email requesting a resolution. I specifically stated it was not my intention to avoid paying the bill, but rather a desire to negotiate an adjustment for overcharge due to their reduction in labor on the job. Without any discussion or contact, 1776 simply charged my CC their proposed amount without any discussion. I am looking solely for a refund of $300

  

  Business Response

  Date: 07/12/2023

  Hello,

  We have contact Mr. ****** and reviewed his move experience.  All issues were addressed and resolved.

  Thank you