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:04/04/2022

  Type:Billing 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 hired Next Door Movers for a move on 2/15/22. There were a lot of hidden fees like moving my TVs. There were two of them and the larger one cost my I believe $50. The most outrageous hidden fee was $200 for the disposal of my boxes.I paid them to unpack me since I am disabled. When they claimed they were done my closet looked like a bomb exploded inside. After they left I discovered a brand new $200+ ******** was missing and also a diamond and gold earring my mom had worn to her wedding. These are irreplaceable. After contacting my credit card company I started receiving harassing and threatening messages at all hours of the day and night. I spoke with a police officer who couldnt believe that this was a professional company. I want the harassment to stop, I want my money returned and I want other potential customers warned about these scammers.

  

  Business Response

  Date: 04/18/2022

  Please see attached*

  Customer Answer

  Date: 04/19/2022

   
  Complaint: 16972800
  
  I am rejecting this response because:

  The response from Next Door Movers is **** with lies. The first of which is that they moved my mother the day after my move, not 3 weeks later. She experienced the same issues with surprise fees as I did. 

  The $200 for the removal of boxes was next discussed and I had told them I wanted them to pack and unpack me. I have used other moving companies for the same services and never been charged for box removal. You are welcome to contact my mother and she will tell you she had the same experience I did. Once they were on-site what choice did I have? (If you go to Yelp you will see that ********** wrote the same thing about hidden fees.)

  I emailed Next Door Movers repeatedly about my concerns, including responding to their proposal. All the messages bounced back. 

  The night Mauro messaged me, I went to sleep early because I had a funeral to attend the next day. When I woke up I had missed calls from all hours of the night and some of the harassing texts attached above. Is this how a professional moving company behaves? 

  Please note that there are no pictures of the closet included in their response. I have included one here and due to my disability I am in the process of paying someone to fix it. 

  The crew intimidated me by encircling me when I was gathering their tips. Even though I was not satisfied with the job they had done I felt compelled to give them something: They stood very close to me and looked unhappy with what I gave them. 

  
  

  Please note that an ******** is not an actual TV but a box used for steaming through different apps. With the craziness of the move and trying to supervise 3 men, I did not notice the ******** and the earring being gone until after they had departed. 

  
  I am still being harassed via phone calls, texts and FaceTime from a variety of numbers and the email - ********************* I have enclosed some screenshots to give you an idea. 

  Intimidating a vulnerable, disabled woman who lives alone is a disgrace. I moved more than 2 months ago and the harassment continues. 

  I have no idea what they are talking about when they refer to another moving company. I only used Next Door Movers.

  Its bad enough that my ******** was taken along with an expensive earring that had sentimental value but subjecting someone to the distress of calls and harassing texts at all hours of the day and night is wrong. Stealing someones valuables is one thing but stealing their sense of safety is completely different. 

  Please stand behind your mission to protect customers and dont let anyone else experience the deceptive practices and harassment that Next Door Movers has perpetrated against me. 
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 05/01/2022

  We reject MS ****** claims ,because they are all full of lies, Next Door Movers Only had contact with her prior to her move and during her move, she said everything was great movers got yelled at but we know not all people have the decency of treating others with respect so they went on about the move without bothering her at all, they contacted me because they said she was asking for discounts from the start, and as professionals we cant do that. From then she seemed very upset, she didn't say anything bad during the move instead she said everything was great, The moving crew does not contact any customer after the move as there is no need to, the move they are doing doesn't define their pay, they will still get paid from us for the work they did regardless if MS ***** Charged back or not. They still don't even know that we have this issue with *************, Its also hard to believe that they are messaging her as I know their phone numbers and they don't match up with her screenshots, they also use iPhones not androids, We believe the people messaging ************* are one of the companies that she charges back on even after she receives their services, we hope ************* looks over her information really and realizes she is in the wrong by spreading lies online about my business ,before I take legal action

  -Diego

  Customer Answer

  Date: 05/07/2022

   
  Complaint: 16972800
  
  I am rejecting this response because:
  The response is an inaccurate description of what happened. Because both my mother and I were moving within the same week we were promised $50 discounts each. Neither of us received the discounts promised because we were told that the other would get it. There was a house full of people who can attest to my demeanor when the movers arrived. I offered them beverages and snacks. 
  
  The denial of the text harassment is totally illlogicwl since the texts mention the chargeback I requested and was granted from ***************** I have pictures which represent how everything was thrown in my closet and because I am disabled I have had to pay someone else to help me clean up the absolute mess they left. Prior to their departure I mentioned my dissatisfaction with the closet and they said that they were done for the day. 

  
  

  Not only that, but 3 large guys surrounded me in an intimidating way as I organized their tips. They also disparaged me in Spanish, not realizing I understood every word. 

  
  

  The job was sloppy, they surprised me with extra fees to move my TVs. These were not outlined in the proposal and once they were on moving day, what was I supposed to do? Leave my TVs behind? Prior to hiring Next Door Movers I explained that I needed everything unpacked and the boxes removed. They didnt mention the $200 fee associated with this until all the trash was lying on the floor. My mom can attest to the same issues with surprise fees and a poor job with the closet until she put her foot down and stared her expectations. In addition, if you look up these movers profile on Yelp, you will see a reviewer named ********** Who expressed the same issue regarding hidden fees. 

  
  

  On top of everything else my ******** (a small box that allows you to access various programming apps was stolen along with a diamond and gold earring that is a family heirloom. My mother wore it to her wedding with my now deceased father. The ******** is replaceable but the earrings are not. 

  
  

  It is almost 3 months after the move and I am still enduring harassment by phone and text. 

  
  

  The fact that ***** has claimed that my complaint is full of lies is simply a fallacy. His claim that he still doesnt know what the issue is, makes no sense. I laid it out very clearly in my last message. Prior to filing a charge back I tried to email Next Door Movers multiple times, including once responding to their confirmation email and all attempts bounced back. 

  
  

  I have been harassed and threatened via telephone and text to an unreasonable extent and it has disrupted my life. My mom can attest to the issues that she experienced with these movers. She didnt have time to find a different mover because she was scheduled for the next day and we had to be out of our house by a certain date. So she knew to watch them carefully and was prepared to be ripped off by hidden fees the way I was. 

  
  

  On practically every site they have all 5-star reviews (except from the one from ********** on Yelp. I believe many of these reviews are fraudulent and written by friends. I dont want anybody else to hire Next Door Movers without a realistic preview of what they might encounter. 

  
  

  Threatening a former customer and doing such things as asking for **** pictures is disgusting, predatory behavior. This company should lose its license because not only is their service bad, but they deceive customers with hidden fees not outlined in the proposal (and once they are there what is the customer going to do? Leave their TVs behind? Finally, the fact that I am still dealing with texts and constant harassing calls is a disgrace. True professionals dont promise discounts up front and then reneg, leave a customer when theyve expressed they are unsatisfied with the job, harass and disparage the customer during and after the move has taken place. 

  
  

  I would advise anyone who is thinking about using Next Door Movers to think twice and beware. 

  
  

  All statements contained in this document are factual. Please refer to the screenshots attached to my previous message. I have also filed a police report in this matter. 

  
  

  If you require additional information you are welcome to contact me via email or phone (provided in the initial complaint).

  
  

  Sincerely,

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