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:12/19/2024

  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.

  Two movers were scheduled to do my moving to another apartment. The first mover came at 9:00am but the second mover did not show up until 10:00-10:30. The first mover was white, & his name was ******, the second mover was black, but didn't give me his name. The movers dented both sides of the front door while moving the furniture, scratches on the floor, **************** broken, tears on the couch & a break in the center leg on the TV stand, no furniture was wrapped during the move. ****** did a great job, however the second mover did very little. He said that he wanted a $500 tip. He wasn't happy about the tip & laid on the couch & talked on the phone to his girlfriend. Then he went outside for at least 30 minutes, we had no idea where he went. So, I had to help ****** move the furniture around. Additionally the second mover stole the following... all my medications, *********, ***********, **********, **************** took my mom's (*****) her one day of medication... *********, ********, **********, ********** (for seizures), Amitriptyline. He also stole (2) Vintage Posters, ******* ************* Face, that had been professionally framed. 2 living room lamps & 2 end tables, **************** ****** are the owners of the moving company. Phone number ************. I sent them pictures & tried to call them for 10 ************ would not answser. After that, I called **************** to see if they could talk with them to help. ******* told them that they were not returning any of the money & that they wanted an additional $500. On their website it says they deliver 5-star service, 100% satisfaction, experienced professionals, fully insured & licensed for residential move, & they are the top moving company in *********, as well that they have an A+ rating with the Better Business Bureau. The move was on November 23, 2024. It was scheduled to be a 3 hour move that ended up being a 4 hours & 15 minutes. I feel like I was overcharged & I rate them a 0!!

  Business Response

  Date: 12/23/2024

  We are very sorry to hear this consumers experience does not match the level of service that we strive each day to provide. He sent an email to initiate the claims process. In order to proceed, we needed details about his leather couch. We responded to his email with this question on December 12th and we have been waiting for his response since then.
  

  After reviewing the claims email he sent to us and our telephone conversation transcripts, there are parts in this BBB complaint that we are hearing for the first time:

  1. No furniture being wrapped
  2. One of the movers requesting a $500 tip (the original complaint stated that one of the movers asked the consumer if he was going to tip, and when the consumer did not respond with a yes or no, the mover went and sat in the breezeway for about 15 minutes)
  3. One of the movers laying on the couch and talking on his phone with his girlfriend
  4. Medications being stolen
  5. Vintage posters being stolen
  6. Two lamps being stolen
  7. Two end tables being stolen
  8. Anyone at our company communicating with the consumer that he owed or needed to pay an additional $500. This consumers account has been paid in full since the day of his move.
  

  We are a small, veteran-owned, family-operated company and we truly want to try to make things right. However, this BBB complaint contradicts the complaint we received directly from the consumer.

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Details of the Incident:I hired Elite Affordable Movers on November 22 and 23, 2024, to assist with moving my mother from her home of 45+ years. Unfortunately, the service provided was deeply unprofessional and caused unnecessary distress.Unauthorized Actions: Without my approval (Im my mothers power of attorney), an agreement was made to disassemble her ** awning. This decision was made without consulting me, and I was only informed after the damage had been done. Damages and Additional Costs: The ** awning, intended for sale, was damaged, voiding the sale. Additionally, the campground charged us extra to clean up the mess the movers left behind.Improper Payment Demands: Despite incomplete and unauthorized work, I was forced to pay $1,000. Later, a worker returned for 30 minutes and requested additional cash. I paid out of concern for the situation and the safety of my family.Unprofessional Behavior: A staff member criticized the amount of belongings, which was inappropriate and insensitive.Lack of Reliability: The team arrived late, and one member left by noon, leaving us without the adequate help we had contracted.This experience was distressing and unprofessional. Attempts to resolve lost hours and fees directly were unsuccessful.Resolution Requested:I am requesting a refund for damages, unauthorized work, and incomplete services. I also ask Elite Affordable Movers to take immediate steps to ensure no other clients face such treatment.I paid $3,408.57 to Elite and $1,200 in cash to the Elite staff.*Pic of campsite was after the campground staff cleaned to safely remove camper ******* ******

  Business Response

  Date: 12/05/2024

  We were hired on November 21, 2024 to help ******* ******** mother pack her residence in preparation for her move to *****. Our scope of work kept our workers inside the residence located on **************** in ***********, *******. We are not the company that was hired to move belongings from the campsite or move belongings to *****. We fear Ms. ******** reviews were given for the wrong business. 

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I respectfully reject the businesss response and affirm that my complaint is both accurate and legitimate. I hired Elite to assist my mother in packing her residence at the property on **************** in ***********, *******, in preparation for her move to *****. However, their actions went beyond the agreed-upon terms and resulted in significant issues that I have already outlined.
  Key Points:
  Payment Discrepancy:
  I provided evidence to *******, the Office Manager, showing that a check for $600 was initially written to one of their staff members, ******** *****. However, when it became apparent that this was my mothers last check and she did not have cash on hand, the workers refused to leave the property until they were paid. This was unacceptable and coercive behavior.
  To resolve the situation, I had to leave the premises, withdraw $1,000 in cash from an ATM, and pay the workers. I retrieved the check to avoid duplication and sent a photo of the check record to ******* as proof.
  Supporting Witnesses:
  I offered to provide a written statement from the campground owner, who witnessed the events. This includes confirmation of damages caused by the staffs actions and the additional fees incurred due to their behavior.
  Failure to Meet Terms of Agreement:
  The terms of our agreement were not upheld. Elite's staffs actions went beyond their scope of work and caused financial and emotional stress for my family. This is not the standard of professionalism I expected when hiring this company.
  Evidence Provided:
  Photo of the $600 check written to ******** *****.
  Offer to provide a witness statement from the campground owner, corroborating the events and damages incurred.
  Communication details with *******, in which she acknowledged receiving my concerns and promised to escalate the matter to the owners.
  I look forward to a resolution that reflects the companys responsibility in this unfortunate situation. This includes acknowledgment of their actions, an apology for the undue stress caused, and a fair resolution for the additional fees and damages we incurred.
  Thank you for reviewing my response.
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of move: 10/18/2024 Summary: Movers damaged several items such as furniture, blinds, etc. Movers did not properly seal a valve when moving the washer/dryer which left the line leaking into our previous residence causing significant floor damage. While the movers were loading up the truck, we were not present the whole time due to being at closing appointments. Our neighbors noted several times that they did not see the movers coming in/out of the residence with boxes or items to pack up for long periods of time (30minutes or more). Neighbors also reported that they took several breaks petting their dogs. Movers stole beer from us and drank while on the job and was suspected to be driving with an open beer can because when they arrived at the new residence, I was present and saw them walk out of the vehicle with a beer can in hand and sipping on it. We were quoted the move would take 4-6 hours total to load the truck and unload however it took them 6 hours just to load up the truck. We were worried about paying hourly so to expedite the process we had them just dump everything into the new garage and my I helped unload the truck. They finished at the 8 hour ***** When done, the supervisor called to confirm they were done and I told him everything that had happened. He only offered $100 off and said he'd let the owners know of the situation. We never heard back despite our multiple attempts to reach out.

• Initial Complaint

  Date:10/13/2024

  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.

  First, the movers were supposed to be here between 9-11 am, one mover with a UHAUL truck showed up at the house at 11:20 am, didnt know how to back up the truck correctly to line up to the step at the door, was smoking a cigarette, 2nd mover didnt show up until 12:30pm, and I guess the one in charge didnt show up until 1:30-2:00, they werent professional at all and I even gave them a $100 tip CASH, they scratched my appliances, dropped my dryer, lost some of my bed pieces and and I found out that one of the movers touched a bottle of my alcohol , we noticed that the cap was off, just laying on the bottle, kept sitting down outside to smoke. I will not hire this company again due to being unprofessional. I think I should get half of my money that I paid in cash back.

  Business Response

  Date: 10/24/2024

  We would love to work out a resolution to Ms. ********** complaint. We strive to provide reliable, quality moving services. Unfortunately, on the day of Ms. ********** move, one of our movers called off sick. Because he was the driver on the job, we didn't have the business vehicle planned for this job. It was a bit of a scramble, but we were able to sub in another mover and we ended up having to rent a Uhaul for this job. Unfortunately, this caused us to miss our 9-11 window. Our movers work for us, they are not general contractors or day laborers. The movers on this job have proven themselves to be hard workers who find it important to make our customers happy. They have all expressed that ************ ******** were very friendly and kind and seemed happy enough with our work when they were finished to tip each one $100. They also expressed that when they finished the job, they were aware of no damage. Although our experience was different than Ms. *********** we want her to be one of our happy customers. However, we don't feel that refunding half of her bill is reasonable. We are very hopeful that we can resolve this, regardless, and will continue to communicate with Ms. *********