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:01/07/2025

  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.

  On 12/4/24 I hired Mighty Moving & Storage to move my belongings 1.2 miles. Everything was fine until these men returned from lunch. I offered to go with them and purchase lunch for them, but they declined and stated they were going somewhere special. When they returned from lunch approx 1 hr later, they were moving a lot slower. I thought they were tired. They completed moving almost everything and the crew chief, *** stated they broke the dresser mirror. The mirror was a tri-fold carved wood mirror that attached to the back of my dresser. ** stated they would provide a discount for the broken mirror. No discount was given.The next day I contacted *****, the boss and stated to him that the men broke my mirror and that the crew chief smelled like alcohol. (I KNOW that smell because my father was an alcoholic. ***** stated that was not permitted and he would have a talk with the crew chief. I asked for compensation to replace my mirror. ***** offered $100.00. I told him that I could not replace a tri-fold mirror for $100.00. ***** stated he would talk to his boss.I texted ***** 3 times since then and provided a photo of the mirror. I have not received a response to date.I want this mirror replaced or a mirror that can be attached to my dresser.

  

  Business Response

  Date: 01/17/2025

  Hello ******,
  As just discussed with you over the phone and the few times we have spoke in the past, we are liable for Intrastate Moves (residing solely in ********) is 30 cents per lb. per article.
  It states this on the **************************** brochure attached to your estimate, It stated this on the email sent when you booked your move, it states this on the text message we send out when you booked. It also states it clearly on the Bill of Lading for your move and you also hand wrote out 30 cents per lb. in your writing before we started your move.
  The mirror weighed less than 50 lbs. and our liability is only $15.00 I do not think that is fair and I apologized several times and so did ***** on our sales team. We originally offered you $100 for the damaged we caused to your mirror. You were not happy with that number so you said I cannot get a mirror for anything less than $1,200.00. I told you there is no way I could get you full replacement on your mirror because that is not the coverage you elected as there would be an additional charge for full replacement insurance and you did not opt in for that before the move. I told you I would do my best with the claims team and see if I could get $200 back. You explicitly stated that if you cannot get a lot more, please do not even waste my time. A week or so later I seen the BBB complaint come in and I restated that you told me not to both if I could not get substantially more money for your mirror. I reiterated the fact that I never ignored you but simply respected your wishes and did not bother you. After our conversation I went back to the claims department and was able to get a $250 credit back, which is way more than we are liable for and you agreed to settle the complaint. After our talk a few minutes ago,you stated you did not want to settle our claim for the $250 offered. I was not aware of the cart wheel until the complaint but we could have reimbursed money back for that as well. I have attached all the documentation that you received and signed off on. I did not hear about the cart wheel until seeing on the complaint but would try to assist with that as well. I am sorry you feel this way and we greatly appreciate your business.Mistakes happen and the guys are not perfect but we tried to make it right. We also came in under the estimate we quoted. Your estimate was for $1,256.50 and your final bill was $1,241.00. 
  Sorry again and I hope you have a wonderful weekend!
  All the Best,
  ******
  Mighty Moving
  Direct: ************ 

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22781696
  
  I am rejecting this response because: 1) I DID NOT tell you the mirror was worth $1200. I was initially offered $100.00. I told you that I could not replace that mirror for $100.00.   2) This mirror was a tri-fold, encased in engraved wood which matched, and was attached to the dresser.   3) You DID offer $250.00 IF, and ONLY IF I retracted my complaints. I DO NOT TRUST YOU because you have been giving me the run around.  People need to know that you are NOT an A or A+ moving company.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/21/2025

  Hi ******,

  I am not trying to argue with you at all and we never gave you the run around at all. 

  1) Yes, we did originally offer you $100 which is way more than the $15 we are liable for. You clearly stated that if we could not offer you substantially more money do not even bother callilng you back so, we listen and did not call you back. I provided all the documentation that clearly stated what valuation was included and that full replacement insurance is an option but for an additional cost. 

  2) I am not saying that the mirror was any different than you described and again sincerely apologize for the mishap with the mirror. 

  3) I then went back to our claims team and was able to get you $250 credit. If we are going to pay our a claim that is substancially higher than our liability, then that is correct. We are only going to give you the $250 refund if you withdrew your compliant. If not than, you are certainly free to leave the complaint and do what you feel is necessary but we will only settle the claim for the amount we are indeed liable for. 

  I am here to discuss any option you would like to resolve this but cannot get you a credit back for more than $250.  It would not be fair to our customers that do spend the extra money on full replacement insurance. 

  Best,

  ******

   

   

   

• Initial Complaint

  Date:12/17/2024

  Type:Order 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.

  Hired to move my family, asked them twice to come to location to see inventory, told not needed just send photos which we did. After truck loaded, told by owner that they under estimated job and would double quote. If I did not pay, they would unload truck and leave us stranded. We felt like extortion and had no choice but to pay double our estimate.

  

  Business Response

  Date: 12/19/2024

  That complaint is a complete fabrication. Our team went through the inventory we were expected to move over the phone in great detail when initially quoted out the customer on November 04, 2024. The customer sent a few photos of his ********************** units and we were told we would take the items from his apartment and then stop at his storage locker to pick up a defined amount of items that were all clearly laid out on the customer portal for him to review before signing the estimate. The amount of furniture we discussed moving was around 931 cubic feet and around ***** lbs. This would be approximately 3/4 of a 26 foot box truck. We quoted 5 hours for a 4 man crew to complete. He agreed and signed off on this estiamte. The move was conducted on Saturday December 14th, 2024. After completion of loading his apartment our team of 4 arrived at the storage unit and the customer wanted us to move 3 entire ********************** units that would amount to almost three full trucks of items. At that point we are required by the *********************************************************** that at the moment we are added to the inventory initially quoted that we must get a new estimate signed before continuing to work. I explained this in detail to the customer and he had no problem with the additional cost. He stated he wished someone would have come onsite to quote but was not concerned about the quote. We do not go onsite for every estimate and are not required to. This was not a misunderstanding with what was being moved, we are very thourough on our quoting process and our reputation online everywhere speaks volumes of that. He fabricated the amount of furniture he said in hopes of getting a better deal.After he signed the new estimate that stated we would now need 12 hours totoal to move everything with an additional two more movers and a second truck was deployed to the storage location to assist. At the storage facility our crew onsite noticed several pieces of furniture had mold on it. Photos attached. The customer got upset for us not wanting to take mold items onto our truck and kept insisting it was not mold and tried to wipe off from the furniture pieces.Our team felt disrespected and uncomfortable from that point forward. Once I received photos confirming the mold, I instructed them to stop loading and to go the unload at the customers new address to finish the job. We handled this job professional and did everything we were supposed to do by law. It is unfortunate that customers lie and try to hurt the integrity of a company that has our customers and their satisfaction at the forefront of everything we do daily, here at Mighty Moving. If there is anything else needed from us please let us know how we can assist. I have several more photos showing more mold on multiple pieces as well. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22698879
  
  I am rejecting this response because:
  That is a total fabrication. We requested twice to come out and look at the inventory, per ***** it was not necessary because my photos submitted were enough. After truck loaded that is when we were informed it would be twelve hours not 5 and we were to take it or they would unload the truck and leave us. They even threatened to call the police on us if we dispute the extra credit card charge. What were we to do? Have them unload all our furniture and be stranded at a storage locker? Or pay for their extortion? They also said if it was less than 12 hours they will automatically refund my card the difference which has not happened further evidence of their fraud on customers.  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/30/2024

  He requested to have our employee come out to look at it but we stated we can go through the inventory item by item and give him an estimate as to how long the move would take. It is purely an estimate but we are always very close to the estimate and usually under as long as the customer is accurate with their inventory. Our customer portal that was reviewable for ****** to view and clearly listed our expectations of what we were going to be move that day.I have attached the Inventory list which computed approxmatley 910 cubic feet and ***** lbs. We ask detailed questions about the inventory to ensure we quote accurately and send the appropriate amount of guys. It is not possible to come onsite with every customer. We asked for photos as well and were told only the items listed on this inventory were going. There would be absolutely no way for us to move a 2 bedroom apartment with an elevator, and three 10 x 30 storage units in 5 hours with 4 guys. I never threatened to call the cops for not paying the extra amount. I said we will call the cops if he does not talk to and treat our crew leaders appropriately. He was talking down to them and saying very inappropriate things to them. He was wiping off the mold and saying it was not mold and that it is not a big deal when it clearly is. Mold is very dangerous to breath in and we could not take those items.  We had ****** resign a new estimate once we seen the additional items he wanted us to take. At that point he agreed to the price and told him we are able to send an additional truck and 2 guys to help assist. I did not change the travel charge to the 6 man rate and kept it at the 4 man rate. The *** is attached showing this clearly laid out. We only charged for 8.5 hours and not the 12 hours he resigned for because we were not able to take everything due to a lot of items having mold on them. The crew took a 30 minute lunch and we did not charge for that time either. We charged for the correct amount of time the guys worked. They  wrapped and loaded a truck and a half worth of items and delivered them in 8.5 hours. They worked hard throughout the move and carefully moved everything we could the right way.

   

   

  I am rejecting this response because:
  That is a total fabrication. We requested twice to come out and look at the inventory, per ***** it was not necessary because my photos submitted were enough. After truck loaded that is when we were informed it would be twelve hours not 5 and we were to take it or they would unload the truck and leave us. They even threatened to call the police on us if we dispute the extra credit card charge. What were we to do? Have them unload all our furniture and be stranded at a storage locker? Or pay for their extortion? They also said if it was less than 12 hours they will automatically refund my card the difference which has not happened further evidence of their fraud on customers.  

  
  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22698879
  
  I am rejecting this response because: again total fabrication. He finally admits to me offering twice to his employee ***** to come out to site and give fair and reasonable quote to move. They refused. I feel this company does this to many of their customers. I have witnesses at the ********************** locker who heard him threaten to calls the cops if I dispute my charge with my credit card company on the more the double the price.  What was I to do, say no and unload all my furniture and not move? He knew exactly how to set up people with a no win situation. He knows what was said to my family. You are given a estimate, they come out and after truck loaded they call you and say now price is doubled? Why did they load the truck in the first place after they saw the amount of furniture? Because he is defrauding people, running a scam which is wrong.  He won't respond to this point.
  
  Sincerely,
  
  ****** ******