Complaintsfor3 Guys Moving

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the company to move my belongings 3 min away. The movers were late, and took multiple breaks 10- 15 minutes after arriving. They left screws at the location I was relocating from and told me I needed to go retrieve them or they would not put my furniture back together. I was charged extra they said because they went over the time frame. My furniture was dragged and torn, in which was less than 6 months old. My sofa legs were bent and broken causing the sofa to lean. I contacted customer care to attempt to resolve the issue multiple times and was offered $50 then $150 after I threatened to post the pictures of their drivers sitting and smoking on the time I paid for, along with my furniture that was ruined. I was then given the info to file a claim, in which I did over 6 months ago and still nothing! I have yet to receive anything! I could not wait and I've had to replace my entire sofa as it was un able to be repaired. My table chair legs wobble now, along with beds.. ect

  

  Business response

  05/15/2023

   

  ************* contacted ** directly with concerns about her move.  She was promptly given instructions on how to move forward with the claims process, which she did on 11/4.  Our claims department made several attempts to communicate with ************* concerning her Claim.  Please refer to the attachment that has the documentation from the claims department that ************** never completed the process and stopped communication.  In addition, we have issued a check to the customer for the amount that was agreed upon, which is sperate from the damage claim.  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of service: 2/18/2023 Move: from ************************************************************************* To: ******************************** ,********,** #**** Movers miss: BRONZE STATUE.I immediately contacted them and requested that it be brought to me. The have not acted on my request.

  

  Business response

  04/14/2023

  
  We have spoken to the customer several times. She states that she is missing a Bronze statue that was left at her origin address. The address is in a gated community that we cant get into. The sales representative that handled her move has tried to retrieve it without success. She has asked us to pick up the statue, but until we hear from the new homeowners authorizing us to pick up the statue we are unable to do anything regarding it. At this point we cannot even confirm that the statue is still there. We were trying to work with this customer as a customer service gesture.  As our sales rep has relayed, without informed consent from the homeowner we cant just walk up to their house and take what could be argued is their property. 

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/20/2022, I hired 3 Guys Moving after receiving an estimate from *****************************, to pick up and store my belongings in storage units, until I was able to find a house in MA, for the total moving estimate of $3,595.00 (Job No: R470384). On 7/29/2022, a crew of three (****, who was the Team Leader, ****, and *****) arrived at my previous address, *************************************************************************, to pick up my furniture to be placed in storage with the company at *************************************** in *****. The crew picked up everything and I was given a Bill of Landing and submitted a payment of $1,484.00 for materials and labor. No inventory was made by the team; they just picked up everything and left. **** said the 1st month was free. On 8/29, I emailed ******* concerning a bill I received for $269.58. ******* replied back stating she was referring that question to the ********************** I never received any replies from them and, on 9/19, I emailed back ******* to inquire again but she never replied. I called the company and talked to ****, and inquired about the "first-month free" thing but, again, never received a response. I closed on my new home in MA on 12/5 and, my furniture was scheduled for delivery with Wheaton Moving the following day. ******* arrived to deliver my things. I noticed my furniture was cramped into the truck and, I became concerned. Many of the boxes came in crushed/broken, my late mother's, solid wood bed was broken, along with other pieces of furniture, and a *********************** 7ft ladder was missing. ***, the delivery guy, stated that is how he picked up my things from storage. *** wrote an inventory of my things when he picked up my things out of storage in *****. I filed a claim for damages with Wheaton but $72 was offered as a settlement. On 1/20, I emailed **** and **** but never heard from them. ***********************, Claim Adjuster for Wheaton, referred the information to 3 Guys to do their claim but haven't heard anything.

  

  Business response

  04/18/2023

  We have connected with ****************** and were able to come to an amicable resolution.  Our in house claims department will be reimbursing our customer for an agreed upon sum, for damages incurred while in transit.  

  Customer response

  04/19/2023

   
  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

  12/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business charged me for moving my belongings and damaged some of my items. The company acknowledged the damage. ( also via my review of the company on this site) but have not contacted me to resolve. I disputed the charges with my bank and the company attempted to state that I signed a release from damage although I was advised by the movers that it was an acknowledgement of damage. This business is practicing unethical and deceptive methods of making money and beating the customer out of money.

  

  Business response

  01/13/2022

  Consumer Response /* (3000, 6, 2022/01/03) */ I would like to add some additional details to my case. In October 2021, I was notified by the company and movers that they would pay for damage to my property. I chose the company because they state that they are licensed, bonded and insured. If a company has liability insurance for customer incidents that they cause, why dispute. This company appears to intentionally be deceptive as per some of the company reviews. Also, the dispute that I filed with my bank, 3 Guys attempted to present a release of liability. Why would a reputable company with integrity (and insurance) dispute a few hundred dollars? This company appears unethical. Business Response /* (4000, 8, 2022/01/07) */ Consumer refused to follow our procedures for claims and disputed charge with their credit card company. Consumer was asked to send receipt for repairs directly to us and again sent it only through credit card dispute. CC dispute determined we could go to arbitration for $319.20 (invoice for repair). As a good faith customer gesture, we had agreed to pay the $ 319.20 through the credit card dispute, even though customer signed Bill of Lading releasing us from any liability. Now customer is asking for refund directly to her? We followed through and settled through her credit card company per customer request.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So we hired this moving company to move our four bedroom two bath house across town. One of the managers, Bob, walked through our house and gave us a quote. We accepted and had them booked for two months. We spoke with Bob the day before the move to let him know we had more to do as far as packing. We said we would gladly pay for their extra time and attention helping. At least 75% of the house was in boxes waiting to be taken out. He assured us it would be ok. The crew showed up this morning (10/27) with at least 4-6 men and two trucks. Several of the men strongly smelled of marijuana. Immediately, the men began complaining that it was more than they had expected. We assured them that a lot of the packing we were still doing, and that there were things we were going to do ourselves. One of the crew members went back to the truck and called the office and stated they needed to send another crew. He proceeded to say that the "quote was all jacked up/BS" and was very disgruntled. After hanging up the phone he says he was tired of this "office sh*t." While I went to the store to get more boxes, apparently, the crew told my husband that the house was "dirty" and "had a strong urine smell" and they LEFT. They refused to do the job. Bob, the manager, never called us back after we called him panicking and livid. He said he was going to try and get the crew to come back. We have since rented a Uhaul and have been doing this ourselves. We also had to get another moving company for tomorrow. We must vacate this house by 5:00 pm tomorrow. I will be contacting a lawyer about a breech in verbal contract and for mental distress and wasted time. The crew didn't even SPEAK to us or try and mitigate the situation. This is disgusting and a horrible way to treat customers paying THOUSANDS of dollars to move.

  

  Business response

  11/30/2021

  Business Response /* (1000, 10, 2021/11/16) */ On October 27th our crew arrived at the customers house to conduct the move for the client. The crew did a walk thru and could not help but notice the overpowering smell of cat urine through-out the house. One of the crew members also witnessed a cat relieving them selves on one of the mattress'. The crew decided the conditions were too unsanitary to conduct the move. The customer notified their salesman (an employee of ours) that the crew left. He tried to let the customer down easy but in the end let the customer know that the conditions were just to unsanitary to do the job. There were 4 men on this job and all of our employees are subject to DOT regulations regarding drug and alcohol. Additionally no money was collected so no money can be refunded Consumer Response /* (3000, 12, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a straight up, bold faced lie. None of our cats "relieved themselves" on a mattress. Your crew was in the bedroom for literally 30 seconds while we showed them what needed to still be packed up. Both my husband and myself were standing there. We did have litter boxes in the house, but it is completely ridiculous to say that the house had "an overpowering smell of cat urine." Our cats have never relieved themselves on any of the furniture, and there were no carpets in any area of the house. If that was the case, why did the gentleman that walked through our house to give us the initial quote not say anything? If the house was "so unsanitary" that you "wouldn't consider moving us," why was that not discussed before hand? Why even bother to give us a quote? Your crew is simply trying to cover their rear ends and not look completely rude and unprofessional. Also, the crew that did move our house the next day (another company) had no such complaints and did the job quickly and efficiently. They also gave some insight into your business practices since one of them was quite familiar with how you pay your workers. Bottom line is that your crew felt like it would take way too long to do the move and also felt that the quote for eight hours and the monetary quote was not enough. They called for an entire new crew, and when they were denied, they left. Not a single member of your crew said anything about believing that the house was unsanitary. All they did was stand around and complain about how much there was to do and how long it was going to take them. It's sad that since they felt jerked around by their employer and probably underpaid, they are taking it out on the customer. Your business is despicable and unprofessional.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company to move me on 9/24. They have damage multiple pieces of furniture and the corporate office is not wanting to take ownership of the damage the crew did to my personal property. Also, I didn't get a survey to rate my experience with this move. It is funny that this company has a 5 star rating but I'm questioning how truthful that rating is when the company doesn't send out the survey to clients that have had issues. This isn't honest for the consumer that does research and reads reviews. I want me personal property repaired or replace at their cost. I paid this company over $1,000 for a move and they destroyed my personal property and they just don't care.

  

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/19) */ We did in fact damage three pieces of furniture on this move. We have been working with Ms. ******** since the day of the move. We are working on getting her furniture repaired to her satisfaction. Consumer Response /* (3000, 10, 2021/11/19) */ This is the second compliant on this company for the moved they did for me. They damaged furniture that they don't want to address to get fix. They did fix my desk but I still have damaged entertainment center that no one seems to want to address at 3 Guys Moving to get fix My 2 month old tv legs that they broke and tried to replace, they had to shimmy the legs to get a tight fit. When I called 3 Guys to talk about the outstanding issues all I heard from management was the man hours they have into getting my items fix. This company was liable and was negligent in causing the damage to my personal property. I also feel this company is defrauding the consumer with their 5 star ratings based of surveys that they send out. I find it very odd that I didn't receive a survey and when I asked for a survey to be provided to me to management, they came back to me about my comments on Facebook. I just want my stuff fix and I don't feel like I'm asking to much since they cause the damage. 3 Guys Moving have pictures of the damage to my entertainment center. Business Response /* (4000, 13, 2021/11/23) */ We are still working on the repair of the entertainment center. Our furniture repair person is scheduled to go out on 11/23/ or 11/24 to repair the entertainment center. We have replaced the legs on the tv twice and it has not been done to Ms ********'s satisfaction. The tv is fully functional exceptp for a loose leg. The desk has been repaired to Ms Dioisio's satisfaction. Consumer Response /* (3000, 10, 2021/11/19) */ This is the second compliant on this company for the moved they did for me. They damaged furniture that they don't want to address to get fix. They did fix my desk but I still have damaged entertainment center that no one seems to want to address at 3 Guys Moving to get fix My 2 month old tv legs that they broke and tried to replace, they had to shimmy the legs to get a tight fit. When I called 3 Guys to talk about the outstanding issues all I heard from management was the man hours they have into getting my items fix. This company was liable and was negligent in causing the damage to my personal property. I also feel this company is defrauding the consumer with their 5 star ratings based of surveys that they send out. I find it very odd that I didn't receive a survey and when I asked for a survey to be provided to me to management, they came back to me about my comments on Facebook. I just want my stuff fix and I don't feel like I'm asking to much since they cause the damage. 3 Guys Moving have pictures of the damage to my entertainment center. Business Response /* (4000, 13, 2021/11/23) */ We are still working on the repair of the entertainment center. Our furniture repair person is scheduled to go out on 11/23/ or 11/24 to repair the entertainment center. We have replaced the legs on the tv twice and it has not been done to Ms ********'s satisfaction. The tv is fully functional exceptp for a loose leg. The desk has been repaired to Ms Dioisio's satisfaction. Consumer Response /* (3000, 20, 2021/11/30) */ This company refuses to fix my 2 month old tv. They feel that by shimming cardboard in between the legs and when the legs of tv fit is acceptable. It isn't. This claim shouldn't be closed. As far as the entertainment center the repair person that this company uses hasn't called to schedule a repair. This is still an on going complaint. Business Response /* (1000, 27, 2021/12/20) */ This customer elected to release her goods at .60 per pound according to her contract. We have gone way beyond what our legal obligation was to try to take care of the damage that we caused. Her tv is fully functional but one of the legs did not lock in and is somewhat loose. We then ordered a second set of legs for the television and the second set of legs had the same result. She then said that "she would see me in court." We have done all we can do for this customer.

*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. ↩