ComplaintsforMonster Moving, LLC

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I would like to express my frustration and concern with my previous move from ********** to *******, *****. My move date was ***** 23,2021.I received my items May 18, 2021 at an late hour 5:45pm to be exact. The gentleman from New York put my items on an 18 ******* which made no sense because I did not have that much stuff. According to my contract it cost 60 cents per cubic feet to move my items to a shuttle. He charged me ****** which also made no sense because .60 times 875 cubic feet is ******. He also made me walk to the bank for ***** and would not unloads my items.He also complained and kept asking where screws were for items I did not pack.To add insult to injury. My items are damaged that were packed my Monster moving. Two of my shelves are completely broken. Two of my mirrors are broken. All four of my chandeliers are broken, my fire place is broken, my vanity is broken and all of the glass in one of fragile boxes is broken My dresser is scratched and has damage my mattress that I spent a lot of money on is ripped on every corner and when the gentleman put my bed together he couldnt find the screws so Im guessing they are lost causing my boxspring and mattress to fall through last night while I was sleeping. He also got an attitude when he had to put my kitchen table together as if I was inconveniencing him. To say the least this was an horrific experience and I would like some compensation for it.Update!!!!With everything that this company damaged they have only offered me *****, and I still havent received the ***** check 6 months later. They should be giving me ****** thats what it cost me to re-buy everything.Update!!!!1/6/21 Still no check. Ive called and was hung up on. I moved in ***** I should have the check by now.Update they sent me a Zelle for ***** at the bottom of the settlement I stated this will go away. I just want ******0 for the items I re-bought. I will keep filling a claim until I am rewarded what I spent.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ** ********************* ********* *****; Date of move **** ** to ********: 7/6/2021. *** was the dispatcher on 7/6/2021 (he would not provide his last name) was the individual talking to ** by phone and making demands for more money. The drivers name was ******. This is a disreputable company. They sub-contract with The Monster Moving LLC (********) with whom we had a contract for our move. We never heard of ** Direct Movers before 7/6/2021. They came to the site in **** ** and loaded our items on their truck and then informed ** that they would not honor The Monster Moving's contract. We would have to pay an additional $800 to move the items to ******** even though we were actually sending less furniture than what was in our agreed contract. When we asked to cancel the move they would not release our belongings from the truck until we paid them direct-deposit $1000 cash, which we did. We (not the movers) moved all the items off the truck.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I would like to express my frustration and concern with my previous move from ********** to *******, *****. My move date was ***** 23,2021.I received my items May 18, 2021 at an late hour 5:45pm to be exact. The gentleman the one from New York put my items on an 18 ******* which made no sense because I did not have that much stuff. According to my contract it cost 60 cents per cubic feet to move my items to a shuttle. He charged me ****** which also made no sense because .60 times 875 cubic feet is 525.00.He also complained and kept asking where screws were for items I did not pack.To add insult to injury. My items are damaged that were packed my Monster moving. Two of my shelves are completely broken. Two of my mirrors are broken. All four of my chandeliers are broken, my fire place is broken, my vanity is broken and all of the glass in one of fragile boxes is broken My dresser is scratched and has damage my mattress that I spent a lot of money on is ripped on every corner and when the gentleman put my bed together he couldnt find the screws so Im guessing they are lost causing my boxspring and mattress to fall through last night while I was sleeping. He also got an attitude when he had to put my kitchen table together as if I was inconveniencing him. To say the least this was an horrific experience and I would like some compensation for it.Update!!!!With everything that this company damaged they have only offered me *****, and I still havent received the ***** check 6 months later. They should be giving me ******* thats what it cost me to re-buy everything.Update!!!!1/6/21 Still no check. Ive called and was hung up on. I moved in ***** I should have the check by now

• Initial Complaint

  07/16/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  (Background)I signed a contract with EaseMoving for my state move from ******, ** to *************, **.Monster Moving was sub contracted by EaseMoving, which I found out on the day of the pick-up.I was asked to sign another contract with Monster Moving on the day of the pick-up, and they moved my household items from ******, ** to *************, **.(Key ************************ with EaseMoving Date: 11/1/2021 (Job#: F7063693) -> Estimated price: $4,190.10, packing service included.Contract signed with Monster Moving on the Pick-up Date: 12/10/2021 (Order#: *******) -> Actual charged: $5,909.00, packing service included.Pick-up Date: 12/10/2021 Delivery Date: 12/28/2021 Settlement Claim ID (HelpDesk, ********************** Claims): C ****** (Issues)Monster Moving damaged numerous items, such as work desk, book shelf, night stand, air fryer, TV legs, and Mirrors. I had to dispose work desk and mirrors due to the sever damage. The mover also lost my art-work table, designer's wire chairs, and another designer's small chair. I estimate the total damage and loss of those items are over $1,500. I went through their claim process via a company called "HelpDesk, Moving Claims." Through the process, it was agreed for the settlement payment of $106 (I had no choice but to accept the amount due to the contract), which was submitted on 4/5/2022.Monster Moving had 60 days to pay the amount, and I never received it. I contacted Monster Moving to get a status by email on 7/8/2022; they did not respond.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Redelivery Fees On Saturday Oct. 2, 2021 I received a call from Interstate Moving and Storage representative *********************** at approximately 1:22PM EST to tell me our goods were ready to deliver within the next 2 hours. I was not able to take delivery that day and **** at Monster Moving had told me in several prior phone convos that dispatch would contact me the day before the delivery. I also told *********************** I was going to pay with Postal Money Orders but the local post offices had closed at 1:00PM so I had no way to acquire the funds until Monday Oct. 4. She told me the delivery could be moved to Oct. 3 but I would be charged a re-delivery fee. Because I would not be able to acquire the payment until Oct. 4, I asked to move it to that day. She first said she couldnt do it and would have to take my goods to storage. She was then able to move our delivery to Oct. 4 but still charge the fees which I still disputed but had no option other than delaying my delivery. I agreed only because I did not want to risk a longer delivery delay and pay a higher storage and delivery charge. Shai agreed to a Oct. 4 delivery, however on Oct. 4 I was told the delivery would be delayed to Oct. 5. On Oct. 5 I received the attached invoice with the disputed fees and I was told I could not receive my delivery without full payment of the fees. Shuttle Fee: When *********************** contacted me on Oct. 2, she said I would be a charged a Shuttle fee of $2160 because my home was not accessible to a full size 18 wheel tractor trailer moving truck. I told her this was false because I had already discussed it with my homeowners association and I had witnessed these trucks delivering goods into our neighborhood. The *** Transportation driver told me that they used 2 deliveries on their 30 foot trailer because the neighborhood was not fit for the larger truck. His assertion was incorrect. This fee was not part of the original contract. Est. #******* We denied MovingClaims.net settlement $125

• Initial Complaint

  08/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number: ******* - Confirmed booking for a move of my home items from a *********** storage unit to an apartment in Brooklyn, ** on 6/16/21 - Pickup was set for 6/23/21 and a delivery promised of **** days after 7/1/21 - 3 separate payments totaling ***** - Items were delivered 4 days AFTER legally allowed 30 business days - 90% of my items were delivered damaged.- multiple furniture items and all delivered boxes were crushed under excessive weight - Couch was delivered with black stains and ripped - Fragile irreplaceable items came shattered, despite being wrapped carefully - Boxes and large decorative items are missing from the delivery and have been said to be lost in transit - Business has suggested I file a claim and send photos of missing items to check if they are in warehouse. No offer of a refund has been made. - I spent almost 6K to have around $2,000 worth of damages and lost items

  Business response

  08/26/2021

  To Whom This May **********************************                                   This is ******** with Monster Moving Responding to complaint 1575156.  Customer is correct we did deliver 4 days past the desired time frame.  Per the contract we have 30 business days to deliver items or a check for $30.00 per day would be issued to her.  We sent Check totaling $120.00 on 8/25/2021.  Per the damaged item and per the contract we offer minimum coverage of $0.60 per lb per article to items that we pack.  We can not be responsible for items that we not professionally packed.  As for any missing items this must be handled threw the claims department witch the info was provided to customer the same day customer called letting us know about damaged and missing items.   Customer can call me at ************ I would love to handle this with care as we do value are clients.

   

   

                                                                                                                                                                                     Thanks ********

                                                                                                                                                                                   Monster Moving LLC

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

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 17 July 2021, I contracted Monster Moving LLC to ship my personnel property from ******, ** to ************, ** due to an Army Perminent Change of Station (PCS). On 24 July 2021, the day Monster Moving was to pick up my personnel poperty, and the day prior to my departure from ******, I recieved a phone call stating they were no longer going to honor the contracted date and would not reschedual to pick up my poperty. Addtionally, they stated I would be refunded teh $800+ deposit I payed. However, Monster Moving has yet to provide a refund.

  Business response

  08/23/2021

  The client cancelled his move with our company and received a full refund. We kindly request for this complaint to be closed.

  Customer response

  08/27/2021

   
  Complaint: 15751056
  
  I am rejecting this response because:I did not cancel the service from monster moving company. The company canceled pickup of my household good the day they were contracted to pickup. At that time they called saying they would not reschedule and flat out canceled on me. At no point did I cancel. Additionally, I was told I would be provided a refund within the week which they failed to do. Monster moving did not process the refund until after I submitted my complaint to BBB. 
  
  Sincerely,
  
  ***********************

  Business response

  09/02/2021

  To whom this may concern,

                                           This is ******** with Monster Moving Llc.  Attached is a copy of the binding estimate, On page 3 of 9 RESCHEDULE / CANCEL OF SERVICE: last line states Monster Moving can cancel at anytime for any reason.  Monster Moving has decided that since we did not provide any services to the customer we did go ahead and refund the deposit.  Refunds however are a process and take time. 

  Here are the remark from customer's ledger that on 7/24/2021 we realized we could not fit the job in and requested a full refund.  This was prior to the pickup date of 7/25/2021 and prior to customer making his ******************** report.

  Representative's Remarks: Quick Notes
  
  Preview Remarks on the Estimate 07/24/2021 04:50:39 PM
  JOE   **** couldn`t find agent must take off schedule asked **** to refund cxl 
  07/19/2021 06:14:21 PM
  
  

  Now I do apologize that we where unable to complete pickup, but we did request a full refund of deposit witch been issued to customer.

  Please note we canceled the day before pickup as you can see in image attached.  We did not cancel on the day of move as customer stated.

                                                                                                                                                                    Thanks, ********

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

• Initial Complaint

  08/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company for an interstate move. Upon delivery, it was in a white box truck with no lettering, 2 other moves. One driver, who was a small elderly man that did not speak English. I had to talk into his phone so it would be translated but he could not communicate back to me. I had to help him unload his truck and put my items together. Upon unpacking the end table was severely damaged, they lifted it by the top so the top was lifted off, all the hardware was pulled out and now it is offset. I have four canvas wall paintings that are missing. I filed a complaint for the damage and four missing items. I was offered $50 for a $550 claim. I paid $115 for them to wrap my paintings and move them along with my items. I want a refund for the $550 in Damages and lost items. $50 is an insult... The worst moving company I have ever had. No communication, no status updates. No one ever picked up the phone.

  Business response

  08/23/2021

  This client initiated a claim with the outside claims department. We are already working with them to resolve all claims related to their move as per the legal contract signed. Please contact us if you need any additional information to close this claim 

  Customer response

  08/27/2021

   
  Complaint: 15739677
  
  I am rejecting this response because: I did not accept the offer made by the outside claim - I refused the final offer. The claim is no longer active. I am seeking resolution through the BBB.Sincerely,***********************

  Business response

  09/02/2021

  To Whom This May **********************************                                Customer attached the insurance document that we provide to all clients. In this case customer decided not to purchase this additional policy.   Attached is a copy of the contract signed by customer.  On page 6 of 9 under LEGAL PROCESS NOTICE TO ALL CLAIMS: it explains the process for claims and time frame to file a claim.  Also on page 7 of 9 under SHIPMENT VALUATION AND COVERAGE: This explains the coverage.  Customer did have the right to purchase additional coverage.  The contract also states that we will only cover items the we pack.  We can not insure items that we did not  professional  secure for long hall transportation. Long hall moves require a special packing for maximum protection.

   

                                                                                                                                                                                      Thanks, ********

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

  Customer response

  09/03/2021

   
  Complaint: 15739677
  
  I am rejecting this response because:  if they are responsible for what they packed then reimburse me for those items -- the end table and 3 pictures (the 4th picture was in original package).
  
  Sincerely,
  
  ***********************

*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. ↩