ComplaintsforFalcon Moving LLC

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I hired Falcon Moving on 11/13/23 for a move on 11/20/23. I paid $50 via credit card deposit, and $380 in cash the day of the move. I had a terrible move experience, and I am unable to get in contact with anyone. I have called, texted, and emailed repeatedly for a resolution, or a path to a resolution.The movers arrived 40 minutes late to the scheduled move, and the two movers arrived smelling of weed. One of the movers was a tall, strong guy, and the other guy was not tall or muscular. I had only hired the movers to move a few key pieces of furniture, including a sleeper sofa, a queen *** mattress and frame, and two recliner chairs. The movers did not arrive with the tools promised, per the website. Per the website, the movers were not as descri*** "clean cut" (pants hanging down very low, and unable to move items while trying to hold up pants.) Due to being impaired (under the influence), there was a significant amount of wasted time. I moved from a 742 sq ft apartment 15 minutes down the road, and was quoted 2.5 hours (the minimum time frame) for this job. I had to repeatedly remind the movers not to move more than the furniture discussed. The furniture was not put in the designated areas, or unwrapped/reassembled. My biggest outstanding complaint is the significant damage to my hardwood floors caused by incompetence, and the damage to my sofa. There is a protruding piece out of the back of the couch, and it leans. Today, 12/5, I received an update that I "have not paid in full" and I owe ****** before my claim will be reviewed. The email indicated I paid $300, when I actually paid $380 in cash, plus $50 deposit before the move. I was advised that the $70 fee would be waived due to late arrival. I do not feel it is fair to pay for more time than quoted when the movers arrived impaired, incapacitated, and stalled for time to run up the clock. I am seeking to be made whole regarding the damages to my floors and sofa, either monetarily, a replacement, or repairs.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Falcon Movers on10/22/21. My move started out with them being very late and a worker not being able to figure out the lift straps and dropping things. Another delay, this time for 3.5 hours as they waited on a replacement for the ill trained or prepared worker. I hired them based on a mailer they sent me when I listed my house for sale. Like an idiot I fell for the glossy brochure and did not see the other many reviews of damaged items. In short, they ruined many pieces of furniture and hid behind an old and archaic state law that only makes them responsible for .60 per lb of the item damaged based on insurance chosen. In my case one of the items was a couch they rammed into a brick wall causing damage. They asked me to send them photos and the weight of the couch along with the other 4 items they damaged. I called them and asked how is one to weigh a very heavy couch? They responded by saying to estimate it based on the internet. I did and they responded that since the couch was over 300 lbs (I estimated it at 560lbs) and their crew cannot move anything over 300 lbs. they were not responsible for any damage. I then responded and told them that once they moved it, this implied it was not over 300 lbs or they should have weighed it before moving it. I told them it would be $150 to repair the couch and they sent me a check for $50 saying that the $100 they did not include was for the heavy item fee I should have been charged. Evidently they play games. They did send a wood working guy to fix my furniture. All this could have been prevented if they wrapped the furniture like they said they would and advertised they would.

  Business response

  01/19/2022

  Hello,

  
  This is our official response to ******* Berkowitzs complaint.

  
  First off, we sent out our furniture repair client to repair the furniture that was damaged on his move. We paid $380 for this.
  ******* failed to notify our office staff and moving team that he had a couch weighing over 500 lbs. Due to our insurance, we do not move anything over *********************************** the booking confirmation ******* received, on our website, as well as in the text confirmation he  received the day before the move. We believe he lied about the weight of the item to avoid paying the $100 Heavy Item Fee (which is also clearly listed in the booking confirmation he received, on our website, as well as in the text confirmation he received the day before the move). 

  
  After his move, ******* emailed in the pictures of the damaged items. As always, our customer  care team asked for pictures and dimensions (height, width & weight) of all damaged items. When he replied saying that the couch was over 500 lbs, one of our managers explained our policy and told him that he should have been charged the $100 Heavy Item Fee on his move day. ******* then responded in email (which we have proof of) that the repair should only be $150 total for the couch. So we responded that we would mail him a check for $50 . $150 minus $100 Heavy item fee he should've been charged  = $50 . (in addition to the $380 we already paid to have the other furniture repaired).

  
  Please remove this complaint immediately as we believe ******* is just trying to deceive our company and future customers. He also states that we have bad reviews. That is a boldface lie - we are the #1 rated moving in Georgia with over ***** total ****** Reviews and a 4.9 rating!!!
  

  Thank you and please reach out to me directly with any questions or concerns about this matter.
  

  Best,
  ***********************
  Owner - Falcon Moving
  ************
  

  
  

  Customer response

  01/19/2022

   
  Complaint: 16442600
  
  I am rejecting this response because I should not have been charged the $100 fee since it was charged after the fact and only because they saw a loop hole in their rationale.   This was mean spirited.   As for the fact that they have no bad ratings I am more than happy to include quotes from the many I saw on both the BBB and Yelp.  For *********************** to be in denial of this is an example of poor business ownership.  User beware!

  The reality is this is a valid complaint and not a valid response.  I will donate the $50 he sent me to a charity of his choice along with the $100 he owes me for damaging my couch through negligence of his workers should he decide to do the right thing. 

  I see that in all his BBB complaint responses he asks for the post/complaint to be taken down.  To do this would be a shame as to deny his prior customers of their voice.

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

  Business response

  02/03/2022

  Hello,
  We will mail ********************** a check for $100 as he requests. We care about our reputation in the  ******* community and strive to make sure every customer has a pleasant  and stress free moving experience. Obviously it is impossible to make every customer happy, but we do try to do our best.
  The check will be mailed out by one of our managers tomorrow via *** certified mail. Our office will also email ********************** a tracking # for confirmation.
  All we ask is that ********************** remove the complaint from the BBB and vow to not bash our company in any way online moving forward.
  Thank you,
  ***********************
  Owner - Falcon Moving
  
  

*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. ↩