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:09/16/2024

  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 had an August 3rd moved scheduled for 11am. First problem, they showed up at 12. They sent two small employees to move from a third floor unit to a second floor unit within the same complex - fine. When we were walking up the stairs to my apartment, they employee questioned why we were going upstairs. I explained where I live/where Im moving to; and he said the company told them they were moving from first floor to first floor, and that theyd usually send more people for a job involving stairs. I also clarified previously that my complex does NOT have elevators and that I have a heavy couch. Employees started working, after 3.5 hours and them still not making their way to the other apartment, I went to check on them (and my dad who was with them). They finally drove over here, then proceeded to ruin all my furniture. Could not carry the couch so they were dragging and ripping it up the stairs. Completely ruined my tv stand, chipped the paint, warped the wood (with their sweat). I found my mattress laying SLEEP SIDE DOWN on the ground floor of the complex. I had to assist in carrying the last large piece of furniture into my apartment because, #1 they couldnt figure out to tilt it to walk in the door, and #2, the other employee (whos first day it was), gave up. They proceeded to **** * hours, when I was quoted 3-5 (even though I was moving inside the same complex so drive time isnt even considered), charged $1000 and told that they will not be paying me for any of my damages because of a waiver. The employees were fighting and complaining around us, sitting in their truck vaping. *** had a claims dispute open for 33 days, they claimed to have sent 3 checks, and then just proceeded to tell me after 3 checks were allegedly sent that I am now no longer eligible because they found my waiver. I am looking for a full refund on the service and a check to replace my furniture.

  Business Response

  Date: 09/18/2024

  Good afternoon,
  I'm sorry to hear about your concerns with your recent move. I have reviewed your file and would be happy to provide additional context. It looks like a manager reached out and you accepted a partial refund as a courtesy since your move did not go perfectly. This was intended to take care of all of your concerns since you had signed off on a liability waiver. Unfortunately, in our line of work our teams can sometimes be asked to do things that may be unsafe at the request of a customer. They will always disclose how this may be unsafe and if you want us to move items in an unsafe way we cannot accept responsibility if not allowed to take the proper precautions.

• Initial Complaint

  Date:02/19/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/07/2023

  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.

  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

  Date: 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 Answer

  Date: 06/23/2023

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