ComplaintsforBull Moving, LLC

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 15, 2023, Bull Moving company moved all of my household goods from ******, **, to two storage units in ********************. While I appreciated their efforts to try to get all of my boxes and furniture into one unit, I had said it was not necessary since I had already paid for two. The boxes and furniture were stacked ***** nilly on top of each other, literally to the ceiling , causing damage to many items.On December 22, 2023, the sister company, Eagle Moving company, moved my household goods from the two storage units to my condo in ********************. I had signed a contract for four men and two trucks, but only got three men and one truck. I had told the booking agent that my unit was on the second floor and you had to go up a flight of steps to get to the living space which meant the men got tired more easily. This also necessitated a second trip to the storage unit with three very tired moving men, one of which was very vocal about his fatigue. I allowed them to use the small residential elevator in my unit but things were jammed in there at times.All to say, after having moved at least a dozen times in my life, this may have been the worst moving experience I have ever had with definitely the most amount of breakage. Seventeen items were damaged or dirtied as well as 29 nicks in the drywall and picture frame molding. I paid them a total of $$6623.73. On the advice of their driver, I checked the insurance box which is supposed to pay $.60/pound based on the weight of the damaged items. I calculated a weight of **** pounds or a damage reimbursement of $987 plus $150 to repair my walls for a total of $1,137 - which is being exceptionally reasonable.

  Business response

  02/20/2024

  Hi thank you for reaching out about your concerns with a move. After speaking with the manager at Eagle Moving, they have taken responsibility and filed your claim since your damaged occurred during your move out of storage. Bull Moving only completed your move into storage. 
  
  If you direct your complaint to Eagle Moving, since your complaint is about how they handled your damage claim, I am sure that they would be happy to address your complaints.

  Customer response

  02/21/2024

   
  Complaint: 21314949
  
  I am rejecting this response because the damages were incurred by the moves done by both of these sister companies (Bull and Eagle).  Some of the household goods were damaged by the way they were improperly stacked by Bull Moving.  The Eagle movers were quick to point some of these damaged items out as they took the things out of the storage unit.  And some of the damages were incurred (and witnessed by me) during the move of my household goods from the storage unit to my condo by Eagle. 

  I was in contact with *************************** when I hired Bull Moving. He assured me that their sister company, Eagle, would give me a discounted rate since I had used Bull for the first part of my move. Also, when I filed the moving claims with Bull/Eagle, he was the only contact person I was given. Since I have been dealing with the same individual on my claims for all of the damaged goods and the miscalculated damage reimbursement check they have already issued on behalf of both companies, I think this complaint is best directed to Bull/Eagle Moving Companies. 

  In summary, I was directed to file one moving damages claim for the damages done by both Bull and Eagle; they put one person in charge of my claims request and they issued one check for all of the claims.  Unfortunately, the check was not based on the weights they asked for me to provide in my claim.  I have repeatedly asked them for the weight factors they used for each damaged item on my claim as that detail was not provided with the check they issued for all of the claims.  Allowing Bull Moving Company to get off the hook, just allows them to play a shell game between these entities. This will not get this matter timely resolved.  
  
  Sincerely,
  
  *************************

  Business response

  02/22/2024

  Hi thank you for your response. I just double checked, and Eagle Moving has taken responsibility for all of the damaged items and issued the payment. If you direct your complaint to Eagle Moving I am sure they would be happy to provide further information.

  Customer response

  02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am willing to redirect this complaint to Eagle Moving, but I should not have to refile my complaint in order to get this matter resolved as Bull Moving and Eagle Moving share all of the information. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a clear contract stating I would be charged one delivery charge and billed 150 an hour for work provided at job site. When they arrived I had them been told this would now change to 2 separate transactions and be charged two delivery charges. When they arrived we signed the arrival time and they went to work. One guy worked well with loading and the team lead spent the entire time there on the phone. Whether its personal or business I should not have to pay for him. They also forced me to sign a liability labor because I stepped on the ramp of the truck. They did not explain any of this to me before I stepped on the ramp to get around the truck and waited until the very last minute to explain that I would have to sign before they would leave. The next day I told the company I would not be available till after 2pm. On multiple occasions. But they went ahead and started at 1pm and sat and waited for me to get home to unload. Charged me 150 dollars to sit and wait after I specifically told them I wouldnt be there. They were there for an hour and a half and I was billed for 3. They refused to leave until I paid. I spoke to the sales manager and he told me the would rectify the situation and I would just need to pay and call in tomorrow to make things right. They then told me that after reviewing my complaints and speaking to the packers that because the first guy was texting dispatch that I would have to pay him. Even though he did not do anything for over 2 hours of the 3 hour job. They also said that they would not do anything to rectify the hour of waiting even though I told them multiple times that it had to be after 2 because I was in a time slot of ****. This is the worst customer service and the worst company I have ever paid money for.

  Business response

  06/23/2023

  Hello ****************,

  Thank you for your business and taking the time to provide feedback about your recent experience. I would like to apologize if you were unsatisfied with your recent move in any way, and I would be happy to address your concerns below, as well as provide copies of the quote, reservation, and moving paperwork.

  In the initial quote/reservation that was made you can review that our team had provided a quote for each individual date of your move, and that payment is collected at the end of each day. For liability reasons, we do not allow our customers to get onto or inside our vehicles. One of the movers had requested that you not enter the back of the truck, but received some pushback so he made a phone call to our dispatcher to help explain these policies to you. However, the liability waiver that was also signed was also for requesting furniture not be wrapped with blankets and plastic wrap. This is attached in the moving paperwork attachment. 

  You were not billed for any wait time by our team. Since your move consisted of an overnight hold, the hourly clock does begin as soon as the team begins driving to your new location in a loaded truck. For them to begin working by 2pm, the time you had requested, they had to leave at 1pm.

  It looks like one of our managers had reviewed this information with you prior to this complaint, but I hope this helps clears up any confusion. 

  Kind regards, I hope you enjoy your new home.

  Customer response

  06/23/2023

   
  Complaint: 20155679
  
  I am rejecting this response because this is completely false.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired bull moving company to disassemble two queen beds and move them from the second floor in my home to the first floor . I instructed them with very specific directions to place the beds in a room on the first floor that had a tile floor . I explained to bull moving company and the movers that I was having my wood floors redone and needed the beds along with two other dressers to be placed in a room with the tile floor . Keep in mind there is only one room that has a tile floor . After two plus hours they called me and assured me they had moved the beds and placed them in the correct room. A few hours later I was shocked to see that they didn't move the beds headboards foot boards dressers to the correct room and left the furniture in the dinning room. After numerous calls to the company I finally was able to reach someone and I was told they would send someone out to correct their mistake however I would need to pay them 140$ an hour to do so. After I already paid them 504$ to move two beds to the wrong place .

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/26) */ Contact Name and Title: Bradley R. GM Contact Phone: XXXXXXXXXX Contact Email: ****@bullmoving.com When I got into the office yesterday, I reached out to the customer and offered to come out right away to reorganize the items for her without any further charges. I confirmed with the customer through Facetime to ensure this was up to her expectations. I believe I'm being sent this complaint a little late since we had already resolved all of the concerns listed above with the customer yesterday to her satisfaction. To provide some context, our team was hired to move furniture within the same home so that the contractor can redo the floors. Since the customer wasn't present for this move, our team was communicating with the customer over the phone and with her son on-site to figure out the location to place the items. It seems that this caused some miscommunications with the team and they misunderstood where the items needed to be placed. I apologize for any frustrations that may have stemmed from this.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  STAY AWAY FROM BULL MOVING! To say we had an awful experience with this company would be an understatement. The pictures below show how they loaded just one of our trucks. I was not sure if a tornado had come thru or an actual moving company had loaded the truck. It was beyond careless and we ended up with more damage than I care to document. Our son's bed from RH was loaded onto the truck unwrapped and into storage unwrapped, leaving it exposed to the other contents of the moving truck and unfortunately it is completely damaged. Bull Moving offered us cents on the pound which came to about $300 to replace a $3000 bed.. doesn't really add up. Our master bed was treated in the same manner.. left uncovered, scratched and the upholstery damaged. The only thing that I can compliment this company on is they're consistency when it came to being careless. They consistently left furniture unwrapped, piled exposed furniture on top other delicate furniture pieces, mattress slumped on their sides causing permanent damage, and showed little regard for any boxes labeled "delicate or breakable". At the end of the day, the only offer we received from them was to move us into our new home for free which would possibly cost us more in the end. That being said, we are now out thousands and thousands of dollars from damaged furniture. On top of that we had to actually pay them $7,000 to move us and consequently destroy our belongings. The fact of the matter is, by hiring Bull Moving it will be costing us more than $10,000 to replace damaged items and the $7,000 it cost for them to move us. At the end of the day, we have to be realistic about a few minor damages during a move but to say this far surpassed that is an understatement. The pictures don't lie, and they were not willing to refund us on our move which a natural disaster could have done a better job on.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/03) */ I'm sorry to hear that things may not have gone up the customer's expectations on their move. We appreciate them bringing the issues with our team members to our attention; we have addressed this issue with them to ensure that this pattern of behavior doesn't continue. Standard protocol for our crews is to blanket and wrap furniture, which it sounds like they did for some items, but may have missed others, or these items were blanketed in the truck. Looking back, it looks like this customer's appointment was originally scheduled for a two truck four man team based on the inventory they had given to us before their move, but the movers showed up to significantly more items than what was originally detailed on in the initial call causing two additional trucks to be needed on last-minute notice. Had we been informed of these addition items ahead of time, this move would have gone much smoother. I'm happy to hear that we were able to accommodate this increase in size by providing these trucks in order to meet their tight deadline for closing on their previous home. There may be some confusion, as this customer not filed any claim since their move roughly four months ago back in November of last year. I would encourage them to please submit the pictures of any damages to **************@gmail.com so that they can begin on going through our claims process for damage. We are more than willing to take responsibility for any damage caused by us, and stand ready to make amends per the terms outlined in their contract with us and the coverage option that was selected by them prior to their move. We appreciate their feedback and hope they enjoy their new home.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: October 25, 2021 $975 charged to credit card without final authorization, was a preauthorization only Scheduled a complete move, estimated over the phone. Showed up an hour late and indicated that there was no way our belongings would fit in one truck, job was way underestimated. Damaged property and belongings, refused to unload truck at storage facility because of a credit card issue, local sheriff had to be called, employee walked off job. Strong odor of employee(s) being under the influence. Charged credit card without an "end" time, and without filing any type of damage report after bringing it to movers' attention. The general manager Bradley R. was verbally abusive and accusatory over the phone that I am not comfortable with dealing with him directly. The charges have been disputed to my credit card company, and I have heard nothing from company. I would like a complete credit of $975. The "professional" movers damaged our property, belongings, didn't work for time charged, and appeared to be under the influence. I have no signed contract, only a preauthorization on a credit card, which I signed under duress at the storage facility.

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/11/12) */ I'm sorry to hear that this customer is upset about her recent move. However, the recap of events she has provided is incorrect. I have attached a copy of the customers quote she received on September 13th- over a full month prior to her move date. I would like to point out the quote for industry averages for 5 - 7 hours approximately, and that final charges can vary based on the amount of hours listed on the hourly rate, however she was only billed for five hours. I have also provided a copy of this customer's contract from the day of the move, that our team reviewed with her. I would like to also point out that the inventory list the customer provided to our sales rep (that our sales rep attached to her quote for her to review) was significantly less than what the movers showed up to move that day. This is totally fine, our team works at an hourly rate and we do not charge any additional fees. I had reached out directly to the customer to address her concerns and offered an alternative of us sending either an additional team or having her current team take two trips. At no point in that conversation was I verbally abusive, however, it was clear this customer had no interest in trying to resolve her complaints and threatened to call the police. I let her know that I'm more than happy to have a police officer come and mediate, which he did and no action was taken against Bull Moving or our employees. The credit card issue the customer referenced was her placing an invalid credit card on file. Immediately upon being made aware that this was an invalid card, our team stopped working and the customer was instructed we need a new card on file before our team continues. None of the other complaints from the customer were brought up to me the day of the move. I would like to point out that if we had team members under the influence, they would have been under the influence directly in front of a police officer. I find it hard to believe these claims several weeks after her move, especially after the police officer did not relay any concerns of that nature to me when we spoke. To respond to her accusations of damages - to this date we have not received any claim submissions from this customer. The customer was given the information on how to submit a claim both verbally, and in writing on her moving contract that was attached. Consumer Response /* (3000, 7, 2021/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well, right from the opening statement, I would expect nothing less from this company than to site that the recap of events that I provided are incorrect. Who do you think recalls the events of the day? The traumatized homeowner or the GM, Bradley R., of a company that deals with this type of complaint on a daily basis? During the entire move, no responsibility was ever taken on behalf of the company. Yes we had a quote, job was underestimated by Kaleb, not me. Why would a homeowner underestimate the job, what would we gain? Especially when the bottom line is that we're paying by the hour? But the issues here are not about how the job was estimated or quoted, that's water under the bridge. The issue is about the company charging me for time they didn't work, damaging my belongings, some of the crew appearing to be under the influence, and failing to provide an executed contract. As the GM's response indicates in second paragraph, final charges can vary based on the amount of hours. There was never anything signed by me accepting the hours worked, nor the insurance information. As a matter of fact, the contract attached to their response clearly shows no signatures whatsoever. There is no final executed contract with all parties' signatures and no initials on insurance, or pre and final walk times and/or inspections. Clearly completed after the fact. This is the very first time I have seen this contract. The GM indicates that he reached out to offer other alternatives. This is absolutely false. I couldn't even get in touch with anyone from the office to work out a solution. And was told by one of the crew members that they do this all the time, they ignore issues and rely on the movers to resolve them and won't answer the phones. And after persistently calling the office, I finally spoke to Shawn and asked him to please have the GM contact me. No return phone call. And my intent was to communicate with the GM about my concerns of some of the crew and to see if there was a solution for another truck. There was never a solution, and there was never an attempt at a solution on behalf of the company. Again, complete misrepresentation of the facts. GM states that credit card placed on file was invalid. Again, completely false. Credit Card company denied preauthorization as potential fraud. I contacted them and authorized a preauthorization amount only. Furthermore, the GM slandered me by telling the crew I was using a fictitious name. After the crew stopped work and locked the truck denying me access to my personal belongings, I contacted the Pasco County Sheriff's office. The officer contacted me by phone, then contacted GM by phone, he never responded in person to witness the behaviors of the crew. Obviously the GM clearly doesn't even recall this event, but I sure do. The Sheriff indicated this was a civil matter not a criminal matter and therefore would not be responding in person. He was merely acting as mediator. And in a later conversation with the GM, he blamed me for costing more time by calling the Sheriff. He consistently bullied me. It is my right as a tax paying citizen to contact local authorities when my personal belongings are being highjacked by a moving company and when I'm concerned about my personal safety. I asked the lead crew member to ask the GM to get out from behind his desk and come to the storage facility so that he could witness the events taking place. I also expressed this to the GM when we spoke, as the situation was clearly escalating. During my conversations with the Bradley R., three I believe, I was consistently reminded that we were on a recorded line. If he listens to those recordings, I think it will remind him that I told him several times that I believed there were crew members under the influence. As a matter of fact, he told me twice that he would drug test them when they returned. So for him to deny I brought this to his attention, is a blatant misrepresentation of the facts. If the recordings do in fact exist and haven't been altered, they will clearly convey the true story of the conversations that took place. I also contacted the Sheriff because I was concerned for my safety once I revealed that I believed that some of the crew were under the influence, I feared retaliation. I texted the number given to me by the lead crew member at 2:13 PM with the communication from the credit card company with an alert asking if I had authorized this activity, and then their acknowledgement appreciating my assistance confirming this was not fraud. I sent a text message to this same number at 4:17 PM on October 25th asking "what do we do about damage". So again, I did not wait to bring the damage to the company's attention. And I also communicated the damage to the crew members as can be seen from one of the pictures of the cedar chest that was on the dolly. And further clarification on the whole credit card debacle and misinformation given by Shawn the morning of the move, he told me I could bypass the credit card information in the DocuSign agreement and that it was primarily to acknowledge the terms and conditions. I also told him we would be paying by check, he never indicated they did not take personal checks until the lead crew member told me this at the storage facility which was well after they loaded my personal belongings and held them hostage. It is my understanding that personal checks are a form of cash (versus a credit card). And then I was told they would take a business check, just not a personal one. So it would seem a check is considered a form of cash? I was forced to sign a document with credit card pre-authorization if I wanted my belongings to be unloaded. I have an email from the company at 9:01 AM on October 25th indicating that the DocuSign Agreement had been completed. Why was it that any supposed discrepancy wasn't brought to my attention until all of our property was loaded onto the truck and arrived at the storage unit? Bradley R., GM, also admitted to the Sheriff that there were clear glitches in the DocuSign software. After the move resumed, boxes were dropped off the truck upside down (see pictures previously sent), furniture had not even been protected with shrink wrap so tops were damaged, doors broken off, sides scrapped, and boxes left in rain. We had a brief downpour of about 15 minutes. Crew attempted to move our belongings and we had to assertively ask them to stop moving! They took a few minutes to let the rain let up, but proceeded to move wet containers and place them on top of unprotected wood furniture tops! Many boxes were clearly marked with arrows indicating how the box should be moved but were turned upside down and sideways, heavy boxes were placed on top of lighter ones crushing them, furniture was skidded along concrete floors into the storage unit, etc. The extent of all the damage remains to be seen. All of our belongings are still in storage and may be for months. I only have pictures of what could be seen. A crew member slammed an antique corner cabinet into the header of the sliding doors. I have a brief video, as does Life Storage of the whole day's events. In my last conversation with Bradley R., I told him a crew member said he left his backpack at our property. I told him that they did not have permission to enter our property. He told me we had to work that out and make arrangements as to how he would get his personal belongings. So we told them to wait outside the gate until we got there that we had to get gas. When we showed up, the truck was parked in the street but a crew member had forced open a closed gate, entered our property without permission (trespassing), and retrieved his belongings. And I have a picture of him exiting our property when we arrived. We had to pay another moving company the following day to complete the move, and had to pay them additional time to reorganize the storage unit. They were the clean cut movers, the professionals, and were able to fit everything in one unit. After the crew of Bull Moving, we would have had to pay for another storage unit as this was one of the worst jobs any one had seen. And after sharing my story, I had many more horror stories involving Bull Moving. So much for false Google Reviews. This is the most unprofessional moving company I have ever worked with. And I find their slogan "The Clean Cut Movers" to be extremely misleading and insulting. With a very lengthy response, the bottom line is we want a full refund of $975, reimbursement for damages, and I would like to hear from the owner and president of this company. Bradley R., the acting GM, has bullied me, and I will no longer engage in conversation with him. (Pictures would not attach, will send under separate cover.) Business Response /* (4000, 10, 2021/11/17) */ The copy of the contract the customer disputes is our Bill of lading that the team must get signed before beginning any moving or labor only job. We perform 300 moves per month and have signed contracts for every job that we do. The confirmation of payment section at the bottom was not filled out because we had to run her card on file, however, you can see her signature above that where she acknowledged our rates and terms before the team began that day. I'm not sure if our team received that text, however, we don't frequently use text to communicate with our customers. Claim filing procedures are brought up in that contract, and the customer does have a copy of the following document that goes over how to file a claim with us. Since her most recent response, I have not received any damage claims from the customer. If she files a claim, I'm happy to have our claims manager work on resolving our concerns in accordance with state guidelines. I didn't realize I had our initial phone call recorded, but I'm more than happy to provide it now- please keep in mind this is my very first interaction with the customer after being notified of the situation as soon as I became available, and me confirming prior that she reviewed her DocuSign/confirmation email before the move date (I will attach documentation for both). After reviewing, I had reached out to hear her side of the story and it was extremely clear she was unwilling to accept that we tried to manage her expectations before her move date. You can hear from the conversation I'm barely able to speak to try and explain how we've communicated exactly how we operate and the customer refuses to accept anything that I have to say as I try to explain how we've tried to protect her from this. To address her complaints from the phone call, the size truck we use is relayed in the confirmation email and is a 26 ft. box truck. The team size that was quoted to her is relayed in that confirmation email along with the rates, as well as her inventory. Square footage of a house is significantly less important than the actual items a customer plans on moving. I.e. a two bedroom apartment that's packed floor to ceiling with items would need more manpower/resources than a 4 bedroom home that's only taking a few pieces because they plan on purchasing mostly new furniture for the new home. Her DocuSign did not go to junk mail, it was opened by her several weeks before we had this conversation (DocuSign packet history is attached). We did have a conversation about the crew member leaving his backpack, and I did instruct the team member to wait by the road for the customer to give to him. If that isn't the case I apologize. To address the concerns of the customer about our reviews/ratings- We are a locally owned company that performs over 2,500 moves each year and receive an overwhelming amount of positive feedback, both publicly and privately with more than 60% of our customers coming from word of mouth referrals or repeat customers. I would like to apologize that she wasn't happy with the service, however, the reason we have this standing is because we do try to be as transparent with our customers as possible to avoid miscommunications, not because we have superhuman abilities. It's hard for me to accept that she believes she was blatantly lied to, despite most, if not all, of the things the customer brings up are what we send to each of our customers for them to review before their move. This allows us to adjust our game plan as the customer changes theirs, and helps us each work together to accomplish their move successfully when we're upfront about every important detail so that we manage customer expectations effectively. However, in this case I have attached documentation that shows this customer referenced the confirmation email I attached in my previous response several times before her move date with us and have shown that she had both received a copy and she personally opened the DocuSign prior to her move date, which she originally claimed to have never even heard of before that morning. Omissions from attached documents: Confirmation Email Receipts: Personal employee emails were blocked out of this document to avoid disclosing private employee information. Only company email and customer email were not omitted. Docusign Packet History: Pages 2 - 4 were omitted because they give an IP address of every computer/mobile device that's accessed that file. To protect personal information of both the customer and our team these pages were omitted. I am happy to show all omissions to a BBB representative directly if they wish to verify. Consumer Response /* (3000, 12, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never agreed to hours charged, and I was charged based on a quote, not actual time worked. I have emailed company regarding insurance claim, awaiting instructions.

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