Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid UNDER DURESS brooks moving who held us hostage for our furniture still on the truck and 1.5 hours at least still remaining to be completed $1655.71 on 7/27/24 when 1. we were quoted by their salesman ( named *****?) $1300 for the move 3 miles from our previous home in ******* fl. 2. When directly asked if there would be any extra charges for bubble wrap and tape and moving supplies, ***** assured us NOT A ***** MORE! that is a quote. We used my Sapphire ***** card under extreme pressure to pay what they asked to get our furniture off the truck. IT WAS A TRUE SCAM,Shockingly, a man called us (who acted like ***** never existed) well i. advance of completion before the move was done. He tagged on all sorts of materials charges to our bill with one that was close to $80 for tape. SO NOT A ***** MORE was a pure lie. . The workers who sat idle for over an hour at his command for fear of losing their jobs, said it happens all the time with Brooks moving. They were actually embarassed and disgusted with the finance guy on the phone. We have sent a letter to *************************, the **** in charge at Brooks moving whose ad said thay were putting INTEGRITY back in the moving business. What a joke. We have canceled payment on our credit card to force this matter. Something must be done to stopthis type of scamming of the elderly. We are 78 and 72 years old. My husband had open heart surgery 3 weeks before this incident. I thought he was going to have a heart attack while fighting with the financial guy on the phone. Please please please help us get our refund from this company.We just gave up in **** disgust and paid the darn bill after at least an hour of negotiating with the scammers with three workmen sitting idle on our lawn.

  Business response

  08/28/2024

  Hi ******, 

  After reviewing your profile, we have a signed agreement for $219/hr in which the move took 6.5 hrs, I have uploaded this for everyones reference. We often explain the absolute minimum job cost with 2 hours of labor to set expectation on job minimums. Our team prides ourselves in transparency. I apologize that you feel this way, however it is Florida State Law that we collect before delivering local jobs. If you would like to discuss further, please feel free to give us a call and I will be happy to send over our signed agreement to work together. Lastly, we do not have an ***** at Brooks Moving and Hauling. Sometimes customers confuse **** when they are calling multiple companies. Kindly reference the original email sent with the estimate in order to see who the sales *** was. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Numerous high valued jewelry were stolen from the movers while they had the truck with our belongings in their possession. We specifically told the movers not to leave without us and the movers were 30 minutes ahead of us with our belongings in their possession the entire time we asked for A refund and they said no. Many items were broken to which they are currently responsible for fixing. I suggest anybody do not use moving and hauling.

  Business response

  06/06/2024

  Dear *******,
  We are truly sorry to hear about your recent experience and sincerely apologize for any distress this may have caused. At Brooks Moving and Hauling, we take our customers' concerns very seriously and strive to address any issues promptly and thoroughly.
  Regarding the situation with your jewelry, we understand your concern and regret that you feel this way. Please know that our movers are highly trained professionals who follow strict protocols to ensure the safety and security of our clients' belongings. We encourage you to file a formal claim so that we can conduct a thorough investigation into this matter.
  As for the damaged items, including your dresser, we are actively working to address and rectify these issues with you. Our team is committed to ensuring all damaged items are repaired as quickly as possible.
  We appreciate your feedback and are continuously working to improve our services. If you have any further questions or need additional assistance, please feel free to reach out to our customer service team directly at ************.
  Thank you for bringing this to our attention, and we hope to resolve this matter to your satisfaction.
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dispute this transaction in its entirety and demand a full refund of the unauthorised charge of $3660.00. I did not agree to pay this non contractual amount nor was I given notice or adequate time to read over the new contract they forced upon me. They took my money at will after I questioned this new non contractual non agreement and as I stated that they damaged my belongings while attempting to log onto my laptop and read this new wonder of a contract that allows them to steal money from their customers and seem to think its funny. Furthermore, the company illegally held my credit card information on file, including my CVV number, which is a violation of PCI standards and prohibited by law. In addition to this, they left my house destroyed, did not finish the job they stole from me on and charged me for, left furniture fully assembled in my old house, damaged my furniture they moved, my reef tank, and my hardwood floors. The damages to my floors alone are estimated to be between *****k, and the company's offer of $250.00 is insulting and unacceptable.I had to take two additional days off of work to finish the job they basically stole money from me on and paid themselves for, and didn't even finish!! This caused me lost wages and undue stress as this was all happening at the end of the month while I was trying to close my business month.I request a full investigation into this company, this matter, and the actions of the company as it pertains to holding credit card information especially CVV numbers. They do not have a privacy notice signed by me that states how they will collect, store, share, or anything else for that matter, my personal private information, especially my name, address, AND FULL CREDIT CARD INFORMATION including CVV which they held and used for their own gain without my consent when they proceeded to use it to bill me!!I request that all charges related to this transaction be removed from my credit card immediately.

  Business response

  10/11/2023

  To whom it may concern, 

  The customer had arranged a move with us, fully agreeing to the terms and conditions outlined in their signed estimate, contract, and confirmed during our move confirmation call even suggesting to hire our moving consultant for his own business. During the move, the customer raised concerns about a purported half-inch chip in their fish tank's corner by our crew. It's important to note that the fish tank was moved in the presence of the customer and placed in their vehicle. Furthermore, a third party was present at the residence, handling the removal of large ***** pieces from the tank in preparation for transport. We cannot accept responsibility for the alleged chip in the fish tank.
  
  Additionally, the customer had requested time to review the contract as we collect payment approximately one hour before the move is completed. However, he subsequently informed our crew that he no longer required their assistance and asked them to leave. Consequently, some furniture placement did not align with the customer's preferences due to his dismissal of the crew.
  
  Regarding the bed left at the original location, it was a matter of complexity, as it was securely bolted to the wall and needed to be disassembled for safe removal, in accordance with the verbal agreement between the customer and our crew.
  
  After encountering inappropriate language and threats from the customer, our owner conducted a site visit to assess the situation. The customer repeatedly emphasized that he did not seek a refund and even boasted about his financial standing, expressing indifference towards the monetary aspect. In an effort to extend goodwill, our owner offered $250, as a gesture of apology for the customer's experience.
  
  It is important to consider several other factors that transpired during the move, including the customer's agitation over water-related issues and other relocation challenges subsequently screaming on the phone at people. The customer's comments regarding floor damage appear to be a significant exaggeration, as they pertain to the normal wear and tear expected in high traffic areas of a residence.
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Claims Department,I hope this letter finds you well. I am writing to formally file an insurance claim for the significant loss of personal belongings that occurred during a recent move conducted by Brooks Moving and Hauling. Despite previous communication, the matter remains unresolved, and we believe that filing an insurance claim is the appropriate course of action to seek compensation for our losses.Move Details:Moving Date: 5-19-23 Origin Address: ************************************************************** Destination Address: ******************************************************* Invoice/Receipt Number: **** Men's Closet Wardrobe Box Contents: [List of missing items, as previously detailed in our correspondence]Observations during the Move:During the move, it was observed that your crew transferred all the belongings from one truck to another without our consent. This process raised concerns about the potential mishandling and misplacement of our belongings, ultimately leading to the loss of items of substantial value.Requested Compensation:We are formally requesting compensation in the amount of $4,947.00, which represents the full replacement value of the missing wardrobe box and its contents, as detailed in our previous communication. Alternatively, we are open to a fair and reasonable compensation offer that adequately addresses the extent of our losses and the emotional distress caused by this incident.Evidence of Loss:Attached, please find the replacement receipt for the **** Machine and Mask (ResMed) with a value of $1,029.00.Also attached is a receipt for the replacement clothes for the missing items, totaling $3,260.90.Additionally, please find an approximate estimation of $500.00 for additional missing tee shirts and shoes.Our previous communications provide further context and details surrounding the circumstances of the loss.Thank you for your prompt attention to this matter.

  Business response

  08/21/2023

  BBB, 

  Thanks for reaching out. The complaint stemmed from a long distance move with an exclusive truck in which they "did not recieve" a wardrobe box. Our contract and inventory sheets were singed "accepting" the shipment. We attempted to settle the claim with a $250 good faith offer. The client sent us a few invoices for clothes that were purchased after the move was complete in order to get reimbursed for them amounting in over $4,000. ***********, We do offer valuation coverage to cover these instances in which the client declined. Therefore, in order to maintain the integrity of the company and remain fair for the clients that have purchased the valuation option we did not honor the $4,000 request. We did offer above the contracted coverage at $0.60 per pound in order to settle and the client denied that as well. 

  Business response

  09/06/2023

  We have worked with the customer to try and Identify or find the "missing" wardrobe box. We offered an amount well over our $.60/lb of standard liability in which the customer chose during the booking process. Customer declined valuation coverage to cover any mishaps in the shipment. All of the terms and conditions have been meet and we have worked to settle the claim amicably. In order to remain far to our clients that have paid for additional coverage, we are happy to settle at $250. Liability coverage is at $0.60 x 50lb wardrobe box = $30 in total liability. We have done our best to accommodate. 

  Customer response

  09/07/2023

   
  Complaint: 20424296
  
  I am rejecting this response because:

  My life saving medical device and clothes are missing.  I have suffered tremendous effects from not having my CPAP machine until I was able to purchase another one being your company lost my device.  I have sent them all the receipts for my missing items.  ****** does not cover the costs I endured of $4,947.00.

   

  Thank you for your response regarding my unresolved claim for the missing wardrobe box and its contents. I appreciate your efforts in attempting to locate the missing items and your willingness to work towards a resolution.
  I understand that you have offered compensation beyond the standard liability coverage of $0.60 per pound, as chosen during the booking process. Additionally, I acknowledge that I declined valuation coverage for this shipment, and I appreciate your clarification regarding the terms and conditions.
  

  However, I must reiterate that the missing items, including the wardrobe box and its contents, hold significant personal and financial value to me. The offered settlement of $250, while an improvement from the initial offer, does not come close to covering the actual replacement cost of the lost items, which is $4,947.00.
  

  I understand your position and the importance of maintaining fairness to clients who have opted for additional coverage. Still, the circumstances surrounding the loss of the wardrobe box, including the unauthorized transfer of my belongings from one truck to another, have left me with concerns about the handling of my possessions during the move.
  

  To achieve a resolution that addresses my loss and satisfies both parties, I kindly request that you reconsider the compensation offer and make a more substantial effort to accommodate the replacement cost of the missing items. I believe this is a fair request considering the extent of the loss and the impact it has had on my life.
  I value your commitment to customer satisfaction and hope that we can find a resolution that meets both our expectations. I am open to continuing discussions to reach a fair settlement and avoid further escalation of this matter.
  

  Please let me know how you would like to proceed, and I look forward to your response.
  
  
  
  Sincerely,
  
  *********************

  Business response

  09/08/2023

  We will be honoring the agreement in our signed contract and offering a $250 good faith resolution. If you would like to decline the $250, we will fall back to the contracted terms and contions with a reimbursment of the estimated weight of the wardrobe box of $.60/lb. Additionally, in our contract, medicine, medical equipment and anything of significant value to include documents should be transported by the shipper. Items or significant value, i.e $100/lb or more must be declared by the shipper and were not. The claim is considered closed once shipper decides which resolution they would like to accept. 

  Additionally as a business, it is unfair to have a negative remark from a consumer when we have a signed, dated and agreed upon contract and the consumer is asking us to breech that contract in which we would never ask of a customer. 

  Customer response

  09/11/2023

   
  Complaint: 20424296
  
  I am rejecting this response because:

   

  I appreciate your prompt response and your commitment to resolving this matter. I understand that you are honoring the terms of our signed contract and have offered a good faith resolution of $250.
  However, I would like to clarify a few points and express my concerns:
  
  
  Contracted Terms and Conditions: I understand the importance of adhering to the terms and conditions of our signed contract. However, the circumstances surrounding the loss of my belongings, including the unauthorized transfer of my possessions from one truck to another, have raised concerns about the handling of my items during the move. It is entirely reasonable to expect that moving boxes are handled with care and not lost due to negligence. Given these circumstances, I believe that a fair resolution should reflect the actual value of the lost items.
  Value of Lost Items: The missing items, including the wardrobe box and its contents, hold significant personal and financial value to me. The replacement cost for these items is $4,947.00, as previously discussed. The offered $250 falls significantly short of covering this loss.
  

  Declaration of Items: I understand your point about the need for shippers to declare items of significant value. However, it's important to note that the loss of these items occurred under your company's care and during the move, which raises concerns about the handling and safety of my possessions.
  Consumer Remarks: I understand your concern about negative remarks impacting your business. My intent is not to harm your reputation but to seek a fair resolution to address my loss. I believe that a fair and equitable resolution can be reached without negatively impacting your business.
  However, I must emphasize that if a fair resolution is not reached, I may be left with no choice but to continue to share my negative experiences with your company. My primary goal is to find a just resolution, but I must also consider my responsibility to inform others about my experience.
  

  In light of these considerations, I kindly request that we continue to work towards a resolution that adequately addresses the extent of my loss. While I understand your commitment to the terms of the contract, I believe that the circumstances warrant a more substantial compensation to cover the replacement cost of the missing items.
  It is completely unfair to handle moving boxes negligently, resulting in their loss. As a customer, I placed my trust in your company to handle my possessions with care and professionalism during the move. The loss of these items has caused me significant distress and inconvenience, and I believe that a fair resolution is not only just but also essential to maintain trust in your services.
  I am open to further discussions to reach a resolution that satisfies both parties. Please let me know how you would like to proceed, and I look forward to your response.
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  signed for a **** quote, owner then harassed me and demanding i pay double that price because he states "i can because of fine print" i offered to pay what was quoted nothing more and has refusing and wants to send to collections which is fine after 7 years its off and my lawyer will have it down in a month lol so i don't care much about that what i do care about is him harassing me, lying and then saying im a coward for not "meeting up with him in person and im not a real man". he threatened violence to me in an indirect way. and double charging me. THIS IS A TYPICAL MOVING SCAM ARTIST COMPANY THAT THINKS THEY CAN DO WHAT THEY WANT. THEY HAVE AN AD COMPANY WHO BUYS REVIEWS AND TRIES TO GET NEGATIVE ONES TAKEN DOWN.

  Business response

  01/25/2023

  I have received a letter from you in regards to ***************************. Id like to add some context to the scenario for you.

   

  Let me start by adding why I got into this business. I had a terrible experience with a moving company as I was exiting the military. I knew I could bring integrity to the industry and do right by people. In doing so, we went from a one truck operation to a six truck operation in less than 2 years. Are we Perfect? No, by no stretch of the imagination. What I can say is our pricing is VERY transparent and we have NEVER raised a price on anyone.

   

  ****************** called in to book a move with my moving consultant ********** ********* was very thorough in explaining all of our fees and services we provide. I have a fully recorded phone call discussing our Hourly rates with ****************** (attached). In the call, note that he said he would be doing the packing and we would not need any additional materials. As a prepared mover, we always have additional materials on the truck in the event our client gets behind and needs some packing the day of the move. ****************** mentioned that he understood these terms and signed our contact on the day of the move on an hourly basis as well as acknowledged the hourly rate over the phone. When the crew arrived, they did have to pack, in which caused additional hours of labor and materials to be charged. When my operations manager made the initial contact (to collect payment), the father cussed out my operations manager and was not willing to communicate in any way shape or form that was productive, nor professional. After multiple attempts to contact and collect payment, I sent a text to ****************** letting him know Id like to chat and resolve the issue. He then got hostile and started saying things about his attorney. So, I sent his bill to collections (DCI) and moved on. I never contacted him after the fact or had any type of conversation over the phone (ever). So, therefore his accusations of threats are very confusing. Under Florida state law, we are REQUIRED to collect payment prior to offloading the truck. In this case we did not and finish the job in entirety before trying to collect payment. With that, I have a clause in our contract stating that the customer may be subject to interest on the final payment IF the payment is not collected on the same day of completion. We have never enforced this until this case here with ******************. This was to help cover the additional loss of time, resources and materials related to his free move as well as my time to respond to bogus consumer complaints like this. He was probably contacted multiple times by the debt collector and accusing us of harassment. Mind you, we have never seen a ***** from him.

   

  His accusations of false reviews are wildly inaccurate as well. I have all of the invoices to support this. His whole family posted reviews and were removed by ******* because it is against their terms and conditions to have multiple people post a review over ONE customer experience.

   

  If you would like to discuss further, please feel free to give me a call!

   

  I have attached his contract and recorded phone call!

   

  All the best,

   

  *************************

   

  *************************
  CEO, Brooks Moving and Hauling
  

*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. ↩