Complaints
This profile includes complaints for Troys Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:01/23/2023
Type: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.
I hired Troys Movers to move some furniture and a few boxes from 1 level to the next in an apartment building. The building has an elevator. The movers were unfriendly and unmotivated from the start. It was a 2 hour job that turned into 3 hours because the movers took multiple breaks and went out to their truck many more times. The movers were extremely slow and they even broke a piece of my furniture. It took 2 weeks for the owner to come to a resolution. The resolution was to glue the furniture. I stated that I didnt believe that would work and the owner patronized me basically saying I didnt know anything. I asked if he could refund me an hour of the supposed moving fee and he laughed at me. The owner also sneaks in a $20 fuel surcharge which I do not understand as a truck wasnt even needed for my move. The owner is very rude and condescending.
Business Response
Date: 01/24/2023
im so sorry you were not happy with our services ,so as for the guys being unfriendly they are just a quiet crew of guys there to do a job not chat ,as for slow it was a long walk from elavator to the apartment and yes my guys took a 10 min. break outside it was really hot in the bldg so they went to get water from the truck as for multiple trips outside the only other time was because driver had to get his tools from the truck ,this customer was not prepared at all my guys had to move multiple bags and boxes and loose item to get to the furniture this customer was well aware on how to be prepared and kept adding items that were unpacked to be moved and was still packing stuff as we were moving adding time to the job , i personaly went to inspect this move and stuff everywhere still 2 weeks after the job as for taking 2 weeks we do have a process i asked each guy as an individule what took so long and got the same response from all 3 guys .... cust was adding stuff and was unprepared and long walk with only one elavator that we had to share with other tenants we bill by the hr .... as for the damage i offerd to repair a simple split on the furniture leg she stated no so then i asked her if she wanted to get her own estimate she stated no ,,,, this was a fully loaded 2 bedroom apt. with a realy long walk and this cust had a ton of loose unpacked stuff ... as for my guys they are quiet and polite if thats rude then i dont know what to say ... they arent paid to chat they are paid to work ....
Customer Answer
Date: 01/24/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The owner is clearly very unprofessional and doesn't tell the truth. Nothing in his reply was accurate, as there is security footage to show his movers incompetence moving furniture just 3 units away.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Chelsea
Business Response
Date: 01/25/2023
we have rendered services as i said in regards to damage i offered to repair or stated customer could find an outside company to do the repair she has refused both options and forgot to mention we always send trucks to jobs the trucks have our tools, moving blankets , 4 wheel dollies and 2 wheelers , this is how we transport our guys ,,,,out of being a proffesional service we did our job ,2 bedroom apt generaly takes 2 to 4 hrs including travel time to and from job site , depending on customer preparedness how far the walk is and if we have to share elavator ,the walk was far we had to share elevator with other tenants and this customer was deffinatly not prepared and kept adding stuff to take ...Customer Answer
Date: 01/25/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This owner is not telling the truth. I never declined a professional to fix my furniture. All the owner offered was to come glue it himself and when I questioned that he said he wasnt going to fix it. At this point, I dont want this man stepping foot in my home again as hes hostile and arrogant. Id like a professional to fix the furniture his movers broke, plus the extra hour they overcharged me for his workers doing nothing and the price gouging fuel surcharge. The owner is also not telling the truth regarding the distance between units. The units are literally only 3 doors away from each other and he even stated himself how close they were together. The elevator was also available the entire time for the movers and they had exclusive use.
Ive never experienced such an unprofessional and rude business owner in my life. Hes very disrespectful to women and is extremely condescending. Not fair to be taking out the incompetency of his movers on customers. Clearly by this companies online reviews, Im not the first person to feel this way. The way he argues with a customer here in this complaint speaks for itself.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Chelsea
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