Complaints

This profile includes complaints for Gerber Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gerber Moving & Storage

  12601 Kaw Drive, Ste B Bonner Springs, KS 66012

  
• 

  Gerber Moving & Storage

  PO Box 302 Bonner Springs, KS 66012-0302

  

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:09/09/2024

  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.

  The new owner ******, has called me a "liar" and referred to my Damages List as a "fairytale of a list" on our 1st call together. It's been 3+ months since our move and no resolution has been offered. Very little communication, unless I'm chasing her, asking for an update after weeks of nothing. ****** wrote in an email that she's mailing me a check "tomorrow", then 4 days later says she's not. Aside from her rude demeanor, we paid $1079 for Full Replacement Value Protection however, it seems this is a scam that isn't actually honored if things get damaged and the protection is needed. Example: I'm offered $300 to repair my fridge that costs $1500 to repair. The owner is very difficult to deal with, one-sided and just hateful. We've been lied to about their insurance being involved, when it was merely a tale for them to get a 2nd quote. We requested that the repair/replacement settlement be sent to us direct, but ****** refuses and seems more interested in making the resolution difficult and personal. She states she will only send money for the repairs at her chosen repair shop, even tho we have said we are going to have multiple pieces repainted/refinished in different color and will pay the additional, but just want the payment sent to us so we can apply Gerber's repair money to overall refinishing/repairs. Not sure why she feels the need to control how our personal belongings are repaired when she just needs to pay us the agreed upon amount and remove herself from the matter. It states in the contract she can pay us direct or pay for the repairs. She's already paying us for multiple items anyway. I have threatened bad reviews and legal, to which she responds almost encouraging me to leave bad reviews or to start legal processes. (what?!) All we want is a fair and agreeable resolution paid to us direct so we can be done with Gerber and ****** sooner than later. Today she said she will have this resolved by end of next week, but I am not confident this occur.

  

  Business Response

  Date: 09/17/2024

  I have never ignored ****. I have every email if I need to show proof along with text messages that I have been in full communication with her about her claim. I had to send two repair companies out to do bids. One company could go for over a week in half due to there work load. She wants everything to happen like right now. It does not work that way I have explained multiple times. We never said we wasn't going to get things repaired or take care of things that couldn't be repaired. I have stated that multiple times as well, She is upset because I told her I would have *** to each out and set up the pick up of her furniture to have it repaired, She was totally fine with that. All of the sudden she started emailing saying she wants the money and she will fix it herself. I told her that it would need to be repaired that I would pay *** for there repairs and take care of the items with a check to her for the items that can't be fixed. I have the email stating so that I have told her that multiple times, this has been an ongoing issue that she continues to email and threatening attorneys and Ag and BBB against us. All the steps we are taking are correct we have done nothing wrong at all. She has done this to the other company that hauled there golf cart from KC to Tx I have been talking with them and she is doing the same exact thing threatening and wanting money from them as well. I fell all this is blown way out of proportion. She is upset because the money isn't coming quick enough to her and she doesn't want *** to perform her repairs she rather just keep the money so she is upset that I keep opting to have them do it. I told her in an email that I will have this claim settled by the end the week. I told her also in an email that I had to fly out to a conference so give me time to get back and get everything taking care of with the claim. She knew per the email that I would be going out of town, I have the documentation. I have every single email no one has been ignoring her we have several conversation and she knows it. This claim will be settled by the end of the week as I have stated that to her.

  Customer Answer

  Date: 09/18/2024

  
  Complaint: ********
  
  I am rejecting this response because should this go to court, Gerber will in fact be forced to pay us the amount and not try to force us into fixing the furniture with their chosen repair company. What difference does it make to Gerber? It's the same out of pocket for you all. We have consulted our attorney and this is not the way it works, its merely ******** attempt to be difficult due to her biased view of her company and personal family members "doing no wrong" even though we have 32 items that were damaged, from wood furniture, fabric/upholstered items, stainless steel appliances, lamps, decor items, etc.

  Additionally, Gerber was not involved in the golf cart transport and should not write misinformation in a poor attempt to discredit us. Significant damages were caused to our golf cart, including an entire missing seat and various other items due to the cover being removed mid-transport. This is no business of Gerber and you have no right to discuss this matter that did not involve you whatsoever. You unfortunately are incorrect in your statements on this and advise that you cease making defamatory comments regarding incidents that you were not involved in and do not have factual data of any of the information.

  Furthermore, I took the liberty of uploading our most recent two text messages sent with no response from ******, since she is stating that she has replied to all text messages. 

  We are refusing to have Gerber pay the repair company direct and insist that the payment be sent to us direct for all damages, as we plan to refinish and re-paint several items, which will cost more than the repairs. We are not asking for Gerber to cover the re-finsihing/repainting of our items, so we plan to apply the payment to the full restoration and re-finishing of the items, which we are within our rights to do so, as we own the items and can do what we wish with them. ******/Gerber does not get to dictate what happens with the repairs of our personal belongings. Additionally, if we chose to not have items repaired at all and prefer the monetary compensation, then this is our choice as well. I'm not sure why this is so difficult or why a line is being drawn in the sand here, but this is ridiculous that you will pay a repair company but cannot pay us that same amount to apply to our repairs/re-finishing. Why does this matter? Even your contract states you can do either. I encourage you to read your own contract and fully understand what it states, as you clearly have never done so and when things go legal, this is what the court will base their decision off of. Save us all the time and just do the right thing and please stop trying to be so controlling and difficult simply because you feel we are lying. You've had two furniture repair companies tell you the damages are new and from the movers. Try to put yourself in our shoes here. We paid for Full Replacement Value Protection. The money is owed to us.

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

  

  Business Response

  Date: 09/25/2024

  Our company has reached an agreement with **** ******* and sent full and final payment out to her. I have sent her photos of all receipts, tracking number, copy of check as well.

  **** has agreed for us to pick up the items that we are paying replacement cost for, she is happy with the settlement offer.

  We have resolved the issue with our customer. 

• Initial Complaint

  Date:11/10/2023

  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.

  Last month, I hired Gerber Transfer to move my household goods from KS to TX. Afterwards, they charged me $2,802 for the cross-country move and then an additional $550 fee for a shuttle service, for a total of $3,352. It is my position that Gerber was not entitled to the shuttle service charge of $550 and that they must refund that entire amount to me at once. The definition of a shuttle service that they, themselves, provided to me states that “A shuttle service includes placing your household goods on a smaller vehicle and transporting them between the over-the-road vehicle and your residence.” Neither of these things occurred. My goods were transported from KS to TX on a 26-foot truck and that same truck delivered my goods directly to my residence. There was no shuttle involved. In contrast, their position appears to be that the 26-foot truck, itself, constituted a shuttle. However, that assertion is contradicted by their own definition. Furthermore, it is my position that the cost of transporting my goods from KS to TX was covered by the $2,802 charge, per our contract. I did not agree at any point to be financially responsible for providing them with the equipment that they needed for the KS to TX transportation of my goods. Nor was I ever informed that was even a possibility. To the contrary, I was specifically told that, if they transported my goods on a 26-foot truck, there would be no shuttle and I would not be charged for one. Gerber is a BBB-accredited company, and I wouldn’t have hired them to be my mover if they hadn’t been. It’s my opinion that, during the course of my interactions with Gerber, they in fact violated the BBB Standards for Trust in terms of transparency, honoring their promises, responsiveness, and embodying integrity. As a result, I urge the BBB to place their membership under review.

  

  Business Response

  Date: 12/13/2023

  Hello, 

  ******* household items were delivered on a 26ft Truck. Gerber already knew there was a shuttle involved and the semi could not gain access. Why would we drive the semi there and go through the hassle of going to rent a truck in Texas when we could do the same thing in Kansas City and not have to move her items from truck to truck. We had to rent a truck, so we just rented here in Kansas City to go to Texas it is the same thing as involving a shuttle. We tried explaining that to her several times and she doesn't understand it was the same process. Either we rented the truck here or we rented it there no difference at all. She would have had to pay for the shuttle either way. That's why there was no refund issued. 

  Customer Answer

  Date: 12/29/2023

   
  Complaint: ********
  
  I hereby reject Gerber’s response to my complaint.  As Gerber, themselves, acknowledges, no shuttle was used for my move and, therefore, they cannot charge me for one. 

  Simply put, businesses cannot charge customers, after the fact, for services that were not included under their contracts. 

  In order to transport small cross-country household moves using a short truck, Gerber has the option of buying this equipment for their business.  I did not agree, at any point, to be financially responsible for providing them with such a vehicle. Nor was I ever informed that was even a possibility.  The two other companies that I received estimates from both owned short trucks to use for my move.  Obviously, that is the industry standard. 

  To summarize, the cost of transporting my goods from KS to TX in an over-the-road vehicle was covered by the $2,802 charge, per our contract, which I have paid.  I demand the refund of the additional, legally-unjustified, $550 charge for a service that was not provided.
  
  Sincerely,
  ******* ******

   

• Initial Complaint

  Date:11/27/2022

  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.

  Gerber Transportation moved our Piano on August 22, 2022. When it was delivered to the house it had deep scrapes on one side of the piano. They admitted it was their fault and said they would repair the piano. They wanted to take the piano to the studio where it was to be repaired. We refused and said we would arrange transportation to the repair studio because we did not trust Gerber to move the piano to the studio and back to house after the repair. We did arrange transportation with Precision Piano for a cost of $375 each way. We also had a piano expert look at the piano to make sure there was no other damage to the piano. The cost of that visit was $80 with *** *********. The piano was repaired but not to the original quality of the piano because you can still see and feel the scrapes. We now have it delivered back to the house and we have asked for damages of $1,305. (Gerber move cost of $475, ********* ***** of $750, and ********* of $80) Gerber has refused to pay so rather than filing suit and have a litigation over this, we are hoping the Better Business Bureau can get Gerber to pay our costs. The Steinway grand piano is a 100 year old family heirloom that we have owned for 54 years of the family ownership. It is a very valuable vintage grand piano.

  

  Business Response

  Date: 12/30/2022

  We offered to provide delivery to and from the repair shop for the customer at no charge.  The customer decided to opt out of having us move the piano to and from the repair shop.  We did pay for the repair and the customer approved of repairs and stated was satisfied with repaired piano.  We don’t feel we should reimburse for the delivery to and from the repair shop through another company, since we offered to provide that service ourselves free of charge.