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:04/01/2025

  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.

  Referred his girlfriend to us for painting and she ruined what she painted. Broke some of our items and lost the cord to our treadmill. Charged me more than the quoted amount. I would like a partial refund of what I paid for all the damages. Damaged our deck railing moving our hot tub.

  Business Response

  Date: 04/01/2025

  We appreciate the opportunity to respond but must clarify that much of this complaint does not pertain to our company or services.

  
  The customer hired Kentuckiana Moving, LLC strictly for moving services. As a courtesy, we referred a separate business for painting, which the customer chose to hire independently. This painter is not an employee, subcontractor, or affiliate of our company. All payments for painting were made directly to the painter—not through Kentuckiana Moving. We have documentation confirming that the painting was not part of our moving contract.

  Therefore, complaints regarding painting quality or damage from that work are unrelated to our company. Per BBB guidelines, complaints must involve a transaction directly with the business in question. This does not meet that standard.

  Regarding the move itself: we moved a hot tub and other heavy items, which we do on a regular basis. If there was any damage to the deck railing, it was never reported to us. We were not made aware of any issues during or immediately after the move. We take great pride in our professionalism and are happy to address any valid concerns regarding services we provided directly.
  We respectfully ask that this complaint be reviewed by the BBB for off-topic and third-party content. While we sympathize with the customer's dissatisfaction with the separate painting work, it is unfair and misleading to direct that frustration toward our company.

  Kentuckiana Moving, LLC remains committed to integrity, transparency, and customer satisfaction.

  
  

• Initial Complaint

  Date:11/25/2024

  Type:Delivery 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.

  1. 65in ** Television. Shattered screen, beyond repair. Purchased from ******** Entertainment Systems ************, purchased around 2018-2019. $1500.00. 2. Large canvas art 46 x 74in, Bridled Canvas purchased from ********* furniture. The frame is damaged beyond repair. 3. Large print with wood frame with glass $150.00. The glass is shattered and the wood frame is beyond repair.

  Business Response

  Date: 11/25/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to resolve issues promptly and fairly. I want to take this opportunity to address your concerns and clarify the situation.

  Television:
  We acknowledge that the television, which we packed, was unfortunately damaged during the move. While it is regrettable, we were able to work with our coverage company to secure a reimbursement of $1,000 for the damages. While we understand your television was originally purchased for $1,500, it is currently available for $600–$700 on Amazon, which should help with replacement costs.
  

  Canvas Art and Framed Print:
  The damage to the canvas art and framed print is unfortunate, and we sincerely apologize for the inconvenience caused. However, as outlined in our contract, we do not cover glass items due to the inherent risks associated with long-distance moves. Additionally, it’s important to note that these items were pre-packed by you, and we did not handle the packing for them.
  

  Coverage Selection:
  At the time of your move, you chose our standard coverage option, which reimburses damages based on $0.60 per pound per item. While this is standard industry practice, we understand the reimbursement may not always reflect the sentimental or market value of certain items. Customers seeking additional coverage are encouraged to select the Actual Value Coverage or obtain third-party insurance.
  We are pleased to have been able to secure the $1,000 reimbursement to help with the costs of repair or replacement of the damaged items. This resolution reflects our commitment to addressing damages fairly within the limits of the coverage selected.
  

  Customer Answer

  Date: 11/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:  ***I have repeatedly requested Kentuckiana Moving provide the contact bearing my signature and all other “paperwork” related to my move. Today is November 27, and I have not received this information. I may be inclined to accept Kentuckiana’s settlement offer upon receipt of all information related to my claim.
  
  
  

  Customer Answer

  Date: 01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: On 12/26/2024, I received an email from Kentuckiana Moving LLC, from email address ********************************* stating, “Good Morning! Have you received your reimbursement check yet? Please let me know so I can make sure to get it handled before the end of the year. Thank you so much!” I responded that I had not received their reimbursement check. On January 3, 2025, email requesting the status of my “reimbursement check”. No response. On January 6, 2025, I called Kentuckiana and asked to speak with the claims department. I was told they did not have a claims department. Was informed the owner was the claims department. On January 7, 2025, I called and requested to speak with *******, the gentleman in charge of my October 2024 move. Informed he was no longer employed by the company. Requested the owner's telephone number and was informed they do not give out his number, but my message would be relayed to him, or I could send him an email. I questioned when the owner would be back, “ … he would have been back by now but he was delayed due to severe weather. Again, was assured the owner would contact me upon his return. I stated, if Kentuckiana Moving has no intention of paying the damages caused by their movers they need to let me know. On January 10, 2025, I received an email from Kentuckiana Moving stating, “Check was mailed about two weeks ago. Let me know if there’s an issue so I can get this taken care of by the end of next week.” My response, “You have known since December 26, 2024, that no check had been received. You are again gaslighting me. Please explain to me why I should have to wait until the end of next week when there is no reason for you to delay getting my check in the mail by Monday January 13, 2025. Please confirm with me, when the check is in the mail. January 15, 2025, Kentuckiana Moving has not contacted me. I have contacted the BBB and they have reopened my complaint.
  
  Sincerely,
  
  ***** ***** ********

  Business Response

  Date: 01/15/2025

  Dear *** ********,
  Thank you for your patience and for bringing your concerns to our attention. I sincerely apologize for the delay and any frustration caused during this process.
  With the holidays, severe weather conditions, and the high volume of mail we process—including weekly postcards—some items, unfortunately, were returned to us, including your check. I assure you this was not intentional and apologize for the inconvenience this has caused.
  We have already processed a replacement check and are ensuring it is sent out promptly. I will personally confirm when the check is in the mail to prevent any further misunderstandings or delays.
  I appreciate your understanding as we work to resolve this matter and provide the reimbursement you are owed. Please feel free to contact me directly if you have further questions or concerns.
  Best regards,
  ******** ********
  Owner, Kentuckiana Moving, LLC

   

   

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  A Rep (*****) provided an estimate for moving furniture (1 truck/2 movers/6 h 30m/$815 max) scheduled move date 2/10. I was assured no issue to move a sleep number bed, experienced movers, all furniture would be wrapped, and disassembled/reassembled accordingly. Movers showed up without tools (had to provide), no furniture wrapped resulting in gauges on some furniture, missing items from drawers I was told I did not have to empty, and worst of all, an inoperable sleep number bed set up a foot away from the wall. Movers spent 4 and a half hours just on the sleep number bed due to lack of experience with these types of beds. As a result, the move lasted more than 10 h in which I got discounted for only 2 h 15 min totaling $980. This time didn't include full reassemble of furniture. I asked them to put many items in garage to avoid being billed even more time. I was advised another Rep would contact me to correct the issue with the sleep number bed. No call from the Rep so I called them (Dillard Coleman), and he stated he would come out same week and instead has ignored all calls and texts. I have since contacted Sleep Number to come out and evaluate/reassemble my bed costing me an additional $265. I have witnesses (friends and spouse) who were present during this move.

  Business Response

  Date: 02/21/2024

  Dear ****** ******
  

  Thank you for bringing these concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced during your move on February 10th. We strive to maintain high standards for our moving services, and it's clear that in this instance, we fell short of your expectations and our own.

  
  We understand the issues you faced, including the lack of tools by our movers, the resulting damage to your furniture, the mishandling of your belongings, and the difficulty with your Sleep Number bed. We take full responsibility for these shortcomings and the impact they had on your moving experience.

  
  Regarding the Sleep Number bed, we acknowledge that while our movers did correctly disassemble and assemble the unit, there was a connection issue that arose after moving into your new home. To address this, in addition to the 2-hour discount already provided for the inconvenience, we will also reimburse you for the cost incurred from having Sleep Number come out to your house to evaluate and reassemble the bed. Please provide us with the invoice for this service, and we will promptly send you a check for the reimbursement.We were previously unaware of any damages to your furniture, and we want to assure you that we have a dedicated team ready to address and rectify any mistakes swiftly. We are committed to repairing or compensating for the damages upon review of the details you provide.

  We value the trust you placed in us and are committed to making things right. Please reach out to us via email at [your email address] to discuss this matter further and to arrange for the refund, damage claims, and Sleep Number reimbursement.

  We apologize once again for the distress and inconvenience caused. We appreciate the opportunity to resolve these issues and hope to restore your confidence in our services.
  

  ******** *********
  Owner
  Kentuckiana Moving, LLC
  

  Customer Answer

  Date: 02/22/2024

  
  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,
  
  ****** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/09/2023

  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.

  Hired them to move my items that I had stored in my daughter's garage. All the items were garage related, tools, workbenches, some toys and such. So, they knew that these were going to be items that were found in a garage, and they didn't ask me any other documentation for moving them. When they got there, they said they couldn't take some items as there weren't allowed to do it with no paperwork. Then they didn't want to take boxes that were open or were not square. When we talked to ***** the Sales Manager, we told him what we were moving, and he only asked what are the big items. It was pointed out to them at the start what all was to go and then when they were told they didn't take something they said well you should have told us that needed to go first before we loaded the other items, they just didn't want to take it. When I called the company to complain I was given the run around and told they have never had any issues so don't understand why we are upset, and they were highly recommended. When we first talked to ***** about moving us and he told us there is a $150 truck fee and we asked if that was for the transit, and he said yes, and we also asked would we be paying for them to travel and he said no only when they were working. When they were finished it took them a total of about 3 hours to load and unload. We were given a bill for almost 6 hours of labor. Then was told we have to pay for travel from then they leave the company till they get back, which was not what we where told. Both my wife and I was on the phone when he told us that travel was covered by the $150 truck fee. Then he said he never said that. Their contract was very vague about labor fee and doesn’t say you pay for travel. Then when we contacted them about this ***** was extreme rude and but did talk to ******* which was very pleasant and said he would see what they could do. However, the owner went ahead and just charged the card we used for the deposit instead of contacting us.

  Business Response

  Date: 11/09/2023

  Please accept my sincere apologies for any inconvenience or confusion that may have arisen during the process.
  

  After a thorough review of your moving project, I'd like to address a few key points:
  

  Estimation: The initial quote provided was $1500 based on the inventory you discussed with *****. It is our standard practice to give as accurate an estimate as possible based on the information provided by our clients.
  

  Final Charges: Remarkably, despite the initial quote, your final charges amounted to $1070, reflecting our commitment to affordability and service integrity, even when the scope of the job expands beyond the initial estimate.
  

  Packing and Inventory: On moving day, our team noted additional items not accounted for in the initial inventory, which unfortunately included items like paint that we're unable to move due to liability reasons.
  

  Travel Time: I acknowledge there was a discrepancy regarding the travel time as outlined in our contract. To address this, we have issued a refund of $160 to ensure that you are not paying beyond what was agreed upon.
  

  Positive Interactions: Despite these issues, I am heartened to hear that you recognized the hard work of our moving team and even captured a moment with them at the conclusion of the move. This speaks volumes about the core values we share at Kentuckiana Moving.

  Your experience has provided us with important feedback, and we are dedicated to making the necessary improvements. Should you have any further concerns or require additional clarification, please do not hesitate to contact me directly. We appreciate your business and are grateful for the opportunity to resolve this matter to your satisfaction.
  Thank you for choosing Kentuckiana Moving, and we look forward to the opportunity to serve you again in the future with even higher standards.
  

  Warmest regards,
  ******** ********

  Owner, Kentuckiana Moving

  Customer Answer

  Date: 11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  first Off you went ahead and charged a card that you did not have permission to use.  A card used for deposit only purposes does not give authorization to charge it again. This is being looked at by the bank.  
  

  Second, this is what ***** send when asking what was being picked up.
   This is ***** with Kentuckiana moving, I will need…
  First and last name
  To and from address 
  Email
  Brief description of what we are moving 

  I gave a brief description of the items and no didn't list it all out as that is not the meaning of brief.  Second, at no time did ***** mention if boxes are not closed and sealed they wouldn't pick them up.  They didn't even want to pick up heavy items that couldn't go in a box.  As for time you took off an hour when they only worked 3 and and you are still charging for a total of 4 hours and 45 minutes.  And then on your contract it doesn't show the deposit being applied and that you only charged $910 on the card which I have proof that we made a deposit and you have charged $970.  
  so with the errors in your contract, you taking money out of my account without authorization I feel your business is not operating at a professional level.  Then I was told I would be getting a call from the owner on Thursday (11-9-23)  and well that never happened either.

  
  Sincerely,
  
  ******* ********