ComplaintsforAround the Town Moving & Storage

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/30/22, I parked my car at **************************************************** to stage a house for selling. The truck from Around the Town Moving was parked in front of my Tesla.They were hired to transport part of the furniture that was going to be used in that home staging. After the 2 movers unloaded all the items, they were told to leave. The driver, after passing by my car many times, got in the stuck, reverse it and hit the front of my car. Because we have hired this company other times in the past and because there were many witnesses to the accident, I did not call the police. The next day I contacted the Office Manager, *****************************, and we I emailed her info about my car. She said she was going to start a claim with their insurance company - Progressive. After a week, I called her to know the status and she gave me the claim number and a phone number. I did not like the fact that I had to follow up their insurance for a problem I did not cause. I left at least 3-4 voice messages for the agent, but he never returned my call. I called her again and again no news. So its been 61 days and my husband is calling and emailing her with no result. Last time she said for us to give her 2 or 3 quotes. Because its a Tesla, its very difficult to find body shops that can fix it. We were able to get one estimate, and ***** can only make an appointment to take a look and provide a quote in December. As of today, she is not responding anymore. This company is not making a small effort to solve the problem. They are not reasonable, reliable, flexible. We really need them to pay for this, its a $7,500 expense and they need to be held accountable for it. Please let me know how can BBB help us. Thank you!

  Business response

  11/02/2022

  This is an auto claim for property damage that has been sent to our ***************** Progressive for handling

  and claimant currently has an active and open claim.  Around The Town (ATT) has indicated on numerous occasions

  to claimant that ATT does not handle the front end of property claims. At their demand, we have reached out to

  Progressive on their behalf in an effort to expedite this matter.  As much as we are apologetic and sympathetic

  to the issue, unfortunately, we have no control of repair processes or wait times incurred by the insurance company

  or repair shops. ******* reached out to ATT's insurance agent on 10/31/22 (see attached) in hopes to expediting this matter.

  Currently awaiting to hear back from Progressive.  ******* also returned husbands call Mon 10/31/22  from where he called

  Fri 10/28 @ 4:49p and left a voicemail.  While we realize customer's urgency to get her repairs done, statements such as "she

  is not responding anymore. This company is not making a small effort to solve the problem. They are not reasonable,

  reliable, flexible." are all false statements and continued misinformation will be considered slanderous. 

   

  Customer response

  11/07/2022

   
  Complaint: 18345046
  
  I am rejecting this response because it does not show effort to resolve the problem.

  they need to make more pressure on their insurance company or pay the repair and later get the reimbursement from their insurance company. 
  what is not acceptable is to still have a damaged car after 67 days. 
  And now I cannot drive the car at night because one of the lights is not working. 
  
  
  Sincerely,
  
  *************************

  Business response

  11/07/2022

  The adjuster confirmed they reached out to claimant on 11/4 and left a voicemail. Please

  see attached communication from adjuster. 

  Customer response

  11/07/2022

   
  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

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company to move from the home we sold to their storage facility and then to our new home seven months later. Men who moved us were polite and helpful. However, there was quite a bit of damaged furnituture (and we paid for insurance). Filed a claim with them and provided pictures of all damaged goods. Some were repaired by their repairman but not all including an antique very large oil painting which was destroyed. Have contacted the company numerous times and each time they claim they are working on getting everything either fixed or compensated for. Finally I asked for the owners name and contact info. The people working there are given strict orders to not give this information out. They promised twice that he wouild contacc tme. This has not happend. This has gone on since December (today is 3-21-22) with no resultion. Seeking compensation in either fixed furniture or estimated value of.

  Business response

  03/28/2022

  My name is ******* and I am the office manager for Around The Town (ATT). I apologize for the delayed response as I was out of the office last week. Upon my return today I reached out to *********** in order to gain more insight as to the remaining damages.  During our call, I provided him with the owners name, ***********************, which I am happy to do as it is public information.  However, claims are handled by ATT's claims manager ************************* and not by the owner - hence the reason for my call today.  After a brief discussion with ***********, it is my understanding the majority of items have been repaired, however, he was unable to provide me with an exact detailed list of the remaining items and graciously offered to email the list to me.  I felt it would be more beneficial for both parties if I visit in person to better assess and address his issues.  We have agreed to meet Mon 4/4/22 @ 10am for the assessment where I remain hopeful for an amicable outcome to this matter. 

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This review is about Around the Town Moving and Storage. Please Please Please, whatever you do, DO NOT use this company. They are thieves, liars, unprofessional, tacky, and rude. My move was scheduled for 12/13/21. I had a small two bed two bath townhouse. All of my boxes were labeled with bold marker what was in it. For example, DISHES fragile. When I arrived at my new home to unpack several of my dishes were broken. Not to mention when they were taking the boxes off the truck one mover dropped by Le Creuset canisters that carried by food. I was told by one of the other movers (the one in charge) that he would take it off the total owed because it was a hassle to go through the claims department. I mean chattered to pieces as if they just threw the box on the truck. I also had items missing, my daughters pink piggy bank that had a lump sum of cash she saved and my high end shoes were missing. When I called to speak to the claims department I got a lady named ***. She was extremely rude and talked over me the entire conversation. I quickly informed her that a police report had been filed for the missing money and items. She then replied, " that's of t wont be the first time the cops come up here. You can threaten us all you want. It wont work. I quickly informed her that my husband is a cop and that your three movers PV, ***** and Cam can all go to jail. She then hung up on me. All I wanted was clarity on how the claims process worked and this was the result. This company needs to be shut down for theft and fraud. If your movers needed extra money they should of got a better paying job. I mean how dare you come into someone home to steal their things they worked hard to get. No regard at all, just bold thieves. Furthermore, when I called the company to complain on *** for hanging up on me. I asked if he could talk with the drivers to see what happened, he told me the one driver ***** was out with COVID and none of the workers had a mask on. This company is no good

  Business response

  12/29/2021

  The customer contacted ********************** The Town (ATT) 12/15/21, and spoke with the claims manager, ************************* to notify us of dishes broken during her move and allegations of theft which occurred 12/13/21.  The customer was informed ATT would research the matter internally and update her once our investigation was complete. The following morning 12/16/21 (less than 24 hours later), the customer contacted us for an update.  With little information to provide her at that time, ************** became hostile and proceeded to use explicits directed at our claims manager.  Since that time, the customer reached out to ATT on 12/20 and has been working with the office manager, ******* to resolve all issues.  Since there is an open claim currently, we will be working with the customer directly toward resolution. Overall, the customer did not provide us with sufficient time to investigate her allegations before filing a BBB complaint therefore, we request additional time in resolving this complicated issue. 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a repeat customer of Around the Town Movers and on my most recent move, as I am unpacking items from boxes, I have had several items broke and missing. To this day, I am missing a patio table. The four chairs are sitting on my deck, but not my patio table. I have had several glass items that were broken during the move and as of today Monday 10/25/2021, I just noticed my brand new computer leg is broken. When I contacted the company, I am advised that basically it was my fault because, they don't pack electronics, and that it is the responsibility of the customer. I in fact did pack my computer with bubble wrap and two big pillows and wrote fragile on the box and yet my computer still ended up broken. I am then advised that items shift during the move, but if this is the case, then why move any fragile items for anyone when it's clear this is not their forte. I thought this is what "professional movers" do. They pack, load, move, and unload stuff. If the company can't move something as fragile as a computer, then how does this company move glass and any other material items that can "shift" during the move and break. I am angry for their complete disregard for my broken and missing items. I paid them over $6,000 for this last move and you would think with the amount of money I have spent with this company and being a repeat customer, the company would offer me some type of compensation for the items that were broken during the move. Especially since it was never disclosed to me that the company does not pack/move electronics not packaged in the original packaging,

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/10/29) */ Ms. ******, thank you for your recent business and bringing this matter to our attention. While every customer is important to us regardless of the dollar amount spent, for clarity, it appears that both moves totaled $5365 to include the moving and storage portion of your move. With regard to the items packaged by you that were damaged, Around The Town (or any licensed moving company for that matte) is not liable damage to the contents of boxes packaged by the customer. It is the customer's responsibility to ensure their boxes are properly packed to withstand the vigors of transportation. I have also spoken with the crew about the missing patio table and was informed the table was left on the lower patio deck outside of the old home. As a result, the table was never in our possession, hence the reason it was not delivered to the new home. I am curious to know whether or not a final walked thru was performed before handing off the keys? I am asking because the mover who remembered the table remembered the location of it vividly. Based on the information, I just provided, please share with me and what it is you would like repaired? Why you believe we should repair it? And if the table was discovered at the old address? I look forward to hearing back and reaching an amicable resolution.

*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. ↩