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:03/25/2025

  Type:Customer Service 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.

  We hired Five College Movers for a move into a new home on Nov 30th and paid them $149 on Nov 21st and $4572.62 on Nov 30th. The movers damaged some of our possessions and to our property as well and we filled out claims identifying the damages. I have been attempting for several months to contact the owner Patrick to resolve the damage claims but with no success. If I have to take them to small claims I will but was hoping a complaint might incentivize them to actually stand behind their services which they were paid for.

  Business Response

  Date: 04/11/2025

  We appreciate the opportunity to respond. We have communicated directly with the client regarding the damage claims submitted. The items identified had either extremely minor cosmetic damage or preexisting wear, which was documented and acknowledged. As also stated in both our contract and the signed damage claim form, our liability is limited per industry standards and governed by the valuation coverage selected by the client at the time of the move.

  The client is seeking full replacement value for minor dings and blemisheseffectively requesting brand-new furniture. That is neither realistic nor aligned with our contractual terms or standard moving industry practices. We view this situation as an attempt to treat ordinary moving wear as a windfall opportunity.

  Nonetheless, we remain open to resolving this amicably. We invite the client to participate in a phone call with our team and a BBB representative acting as a neutral third party to walk through the details of the claim together. We believe that would be a constructive and transparent step forward.

  Customer Answer

  Date: 04/14/2025

  Complaint: ********
  
  I am rejecting this response because: The business response is not accurate. I have not requested full replacement value of the furniture which was damaged by the movers. As for damage to our property ( ie walls and hardwood floors) this wasnt cosmetic damage to our house. This was a brand new home and we are the first occupants. The builder of the new house was even with us during the move and even told the movers that the hutch wouldnt fit down a particular staircase. They insisted and then ultimatley damaged the walls as a result. I am willing to listen to a fair reimbursement from the business but as I have stated I havent been able to get any follow up from the last 5 months from them. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/15/2025

  I think a fair settlement is $1250. $500 for 5 walls including a ceiling to be repaired and repainted (a very low estimate), $500 for the hardwood floors to be repaired, and $250 for kitchen table, hutch (both top and bottom pieces) along with chipped bed to be repaired. This is a very low estimate but we want to move forward at this point and put this behind us. 

  Business Response

  Date: 04/23/2025

  I appreciate your input, but the proposed settlement of $1,250 is neither realistic nor aligned with the contractual standards of liability that you agreed to. As outlined in our agreement and consistent with moving industry regulations our liability is limited, and covers actual damage, not cosmetic wear or pre-existing conditions.

  Weve reviewed the reported issues thoroughly. The damage youve identified is either minor, pre-existing, or falls outside the scope of what is covered under standard moving liability terms. That said, in the interest of closing this out and moving forward, were willing to offer a $500 settlement which is more than what is required under our agreement or state guidelines.

  
  Moving is physically demanding work, and our crew performed the job as contracted. This process should not be treated as an opportunity to recoup more than what is reasonable or supported by the facts.

  
  We hope this offer is acceptable and allows both parties to move on.

  Customer Answer

  Date: 04/23/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:03/10/2025

  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.

  Mattress that was packed in a moving mattress cover was damaged and arrived wet and stained.Mattress moving cover was ripped. I have submitted two claims and have contacted the company via phone twice and have yet to receive a response.

  Business Response

  Date: 04/11/2025

  The mattress was picked up in a used mattress cover that was already torn and visibly stained. It was delivered in the exact same condition. Therefore, there is no valid damage claim to process, and we have previously informed the client of this.

  
  Following the move, the client contacted usnot about damagebut to dispute supply charges totaling $252. Per our agreement, the client was responsible for providing her own supplies. She did not. As a result, we used our own materials, and in a good faith effort to resolve the matter and leave the customer satisfied, we refunded the full *************** giving the supplies to the client free of charge.

  
  This refund, despite being outside our standard policy, clearly demonstrates our willingness to go above and beyond. Unfortunately, this complaint misrepresents the facts and appears to be an overreach by the client attempting to take advantage of that goodwill.

  
  We stand by the integrity of our team and the fairness of how this matter was handled.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23038280
  
  I am rejecting this response because:  The mattress was in a brand new matress pad cover.  I have the receipt from **********.  The mattress was in like new condition when packed.  Do not understand how you can say mattress was already damaged.  I did show the mover **** who took pictures.  I submitted the damage mattress claim twice and called twice after no response.  Once I left a message and got no response.  The second time I spoke with someone who said the person in charge of damage claims would call back.  No one called back.  The other issue I called about was regarding packing materials that I did not use as we packed everything ourselves.  I also had this written into the contract.  I am not sure how you can claim the mattress was already damaged if you review pictures the bag was damaged exactly where the damage on the mattress occurred.  

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

  Business Response

  Date: 04/23/2025

  Weve already addressed this customers concerns in detail multiple times and issued a significant refund on 12/26, the next business day after the move, despite her not being contractually entitled to one. That move took place on 12/23, and we still processed the refund immediately following the holiday weekend, in good faith.

  As for the mattress: it was not in new condition when packed. Our team member **** documented the mattress and noted signs of wear, which were consistent with pre-existing damage. While the customer insists otherwise, our internal documentation and the timing of damage reporting support our conclusion.

  Regarding the packing materials: charges were based on what was used and what was outlined in the signed agreement. If certain supplies were not needed, that should have been clarified before or during the move not weeks later.

  At every step, weve responded professionally, promptly, and beyond whats required even issuing compensation she was not entitled to, just to resolve the situation. Its unfortunate she continues to make demands and claims that dont align with the facts or the agreement she signed.
  We stand by the quality of the work performed and the fairness of the steps we took to address her concerns.

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23038280
  
  I am rejecting this response because: Please find three emails.  The first dated 12/27/24 is the requested damage claims for the mattress.  The second is a email from five collage movers stating that all damage claims will be handled via email.  The third is a damage claim submitted on 1//27/25 for the same mattress when a did not get a response to the first claim.  No one has sent me a email regarding the claims.  I have not spoken on the phone to the damage person as my calls were never returned.

   The mattress was in like new condition. The head mover in the drop off was **** who was not the head mover for the pack up.  So not sure how he could know the mattress was damaged when put in the truck.  Also when I showed him the mattress after it was moved in the house he took a picture and told me to submit a claim.

  The mattress cover and mattress were not damaged when put in the truck.  I am very upset that that Five College movers have said I am a lair and the mattress was damaged when picked up.  In addition I would think if a damaged item was put in the truck the movers would make note of that.  

  Again I am being accused of lying regarding using Five College Movers packing material.  We packed all our belongings and had extra boxes and tape available if any were needed.  I was charged $193 for the first move for packing materials which consisted of a few rolls of tape and some shrink wrap.  I paid that exorbitant charge but had the contract for the second move that fee removed.

  In Closing Five College Movers has simply ignored my damage claim and their response is that I am a liar! 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/24/2025

  Type:Billing 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.

  Five College Movers moved me from ***********, ** to *******, ** on 2/10/25. I signed an estimate for $4964 in December 2024. The estimate included packing, moving, and limited unpacking. When our move was done, we were given a bill for $7844.62!!! The team leader said that this was a VERY large discrepancy, and that I should call the office to discuss the bill the next morning (2/11/25). I did. I asked the company not to charge my credit card until I had a chance to discuss the bill and understand the huge overage. I was told that someone would call me within 24 hours. No one called. A week later, I called again. Once again, I stated that I had yet to pay the bill, and that I wanted to discuss the details with someone before I paid. I was told that the owner would call me that day. I received no call. When I received my credit card statement, I discovered that the company had billed my credit card WITHOUT AUTHORIZATION, **immediately** after our move!!! In fact, the invoice from the company was sent AFTER they took my money. I am disputing the $2803 line item on my bill for PROTECTIVE SUPPLIES. The estimate proposed $375. I do not understand this massive overage. Nothing changed in my first home after the estimate was provided. There is no excuse for a $375 estimate on a $2803 charge. There is no excuse for complete lack of communication about this. There is no excuse for charging my credit card without authorization or discussion, especially with a total bill that is 40+% higher than the estimate. The company obviously charged my credit card pre-emptively and have since ducked any communication. My old and new homes are only a few miles apart. If I had been told that I might see over $2500 in protective supplies on my final bill, I can assure you that I would have made different plans. I will pay double the estimate of $375 for Protective Supplies. That would be $750. I was billed $2803. I am seeking a billing adjustment of $2053.

  Business Response

  Date: 03/10/2025

  This has been handled directly with the client and the client is pleased with the outcome. 

  Customer Answer

  Date: 03/10/2025

   
  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,
  
  ********* *****

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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.

  I hired this company for a small move. I was wrongfully charged for materials and overcharged for the drive. I asked To see the final bill before they charged me, but they never reached out and went forward with the charge. When I then followed up, the owner called and ended up cursing at me on the phone and hanging up on me. Then he said he would follow up and he didnt (I said I didnt want to speak to him again, but I expected someone to call).

  Business Response

  Date: 12/11/2024

  Hello - We came to an amicable resolution with the customer and she was left satisfied. She can confirm this. Thanks.

  Customer Answer

  Date: 12/11/2024

   
  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,
  
  **** ******

• Initial Complaint

  Date:08/21/2024

  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.

  My wife spoke with Bobby from this company and did a video walk through of our condo. He quoted us a price of $5000.00. We agreed and scheduled the move for 7/10 to pack and 7/11 for the move.On 7/10 a crew of 4 men came to complete the packing. My wife had already packed numerous boxes of personal effects. The crew finished packing and handed me an invoice for $5186.89 which I paid and also gave them a $400.00 tip via *****. On 7/11 another crew of 4 different men arrived and started moving us across the parking lot to another condo. Our former condo had the be emptied by 1pm so the new owners could do a walk through. Things were moving slowly, so our realtor went over to speak with the moving team and asked them if they could just get everything out of the condo and into the garage and driveway and then load the truck from there. The team got everything out as needed and began bringing things across the parking lot to our new condo. At the end of a very long day we were presented with an invoice for $7079.39 that included an $1135.00 tip. That brought the total moce to over $12000.00. I paid the bill. As we were settling in to our new home we began to notice damages. We found damaged walls, dining room table leg, scratches in a Hutch, a bureau, broken ********* crystal lamp, 3 broken ********* crystal bowls, a broken statue. We filled out the form with each article found and never heard back from them. I sent several emails with a reply coming only after I mentioned an attorney. I received an email stating that the damages look minor and an offer to pay me $200. I refused that offer and replied that I am thinking more in the 1500 to 2000 dollar range. I was told I would get a call from Patrick at 1 pm today to discuss. It is now 2:06pm and no call. I tried calling the moving company and sent an email. I got their answering machine and left a message and no response from my email.

  Customer Answer

  Date: 08/22/2024

  I failed to mention 1 dining room chair was damaged and our wedding portrait done on wood was scratched

   

  Business Response

  Date: 09/06/2024

  Thank you for bringing your concerns to our attention. We have reviewed the details of your complaint and would like to address the issues raised.
  
  We have communicated with you professionally, effectively, and in a timely manner throughout the entire moving process. We have made every effort to address your concerns and fulfill our contractual obligations. 
  
  Regarding the damages you mentioned, we believe that the items listed were either pre-existing, extremely minor in nature, or not covered by typical moving insurance. We have reviewed the pictures provided and, based on our assessment, the damages appear to be minor. As such, the compensation offered was in line with our assessment and standard practices.
  
  The threat of an attorney does not change the situation or the terms of our agreement. We are committed to providing exactly what was agreed upon in our contract, and we have offered compensation based on our evaluation of the damages.
  
  We consider this matter resolved, as we have provided a fair resolution based on the contract and evidence available. We believe that any further escalation of this situation would not be productive, as we have acted in accordance with our agreement and industry standards.
  
  If you have any further questions or concerns, please let us know. However, we feel confident that we have handled this matter appropriately and in good faith.
  

  Customer Answer

  Date: 09/13/2024

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

  It is inaccurate and unacceptable. They are neither professional or timely.

  The damages are not minor and their $200 settlement is insulting

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

  Business Response

  Date: 10/01/2024

  Dear ******,
  
  Thank you for reaching out (again) to us regarding the damage claims. We truly appreciate your feedback and understand that this situation is frustrating for you.
  
  We recognize that the emotional value of your items doesnt always align with their practical or contractual worth. While we may disagree on the severity of the damage you've reported, we want to assure you that weve taken your concerns seriously.
  
  Many of the minor dings and dents youve mentioned are likely a result of normal wear and tear that can occur in any home. Upon reviewing the photos you submitted, which included several duplicates, we found that the instances of damage were either pre-existing or very minor.
  
  We have discussed this matter in detail and followed our contractual procedures closely. Our assessment has been carried out professionally, and we have involved a third-party arbiter to ensure fairness in handling your claims. We believe our compensation offer is reasonable based on these findings.
  
  Thank you for your understanding, and please dont hesitate to reach out if you have further questions.
  
  Thanks much.

  Customer Answer

  Date: 10/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is unfair of 5 College Movers to state that totally damaged and missing items are "minor dings". Again a $200.00 settlement is an insult.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/28/2024

  Type:Product 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.

  Five college movers broke two pieces of furniture and several lamps over the course of two moves. At each move their forms were filled out for insurance and reimbursement. As of this writing I have received nothing but emails telling me they would call to discuss and they never have. After multiple attempts I have given up and told them I will be filing a complaint.

  Business Response

  Date: 05/28/2024

  This has already been resolved with the client.

• Initial Complaint

  Date:03/04/2024

  Type:Product 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.

  I hired these movers to move a few pieces of furniture from a downstairs unit to an upstairs unit. On my initial zoom meeting with a member of this business, I showed them the pieces. I hired these movers on an hourly basis, approximately $235.00 per hour plus milage. There was no milage, as I moved with in the same building. They indicated they had a 3 hour minimum; however, I was told that it would likely take less than 3 hours to move these pieces and an "adjustment" could be made if it took under 3 hours. They took approximately 1 hour and 5 minutes. They were not "professional" movers, nor could they get the box spring up the stairs into the bedroom. This caused an additional expense, as I had to buy a new bed. I do not think they attempted all measures to move the bed upstairs. When they were totaling the bill after an hour of service, they charged me for 3 full hours. At this point, I asked the "Kids" t call their supervisor to make an adjustment to the bill. The supervisor said no that "by law" they couldn't charge less then 3 hours. There is NO such "law". I called the owner today in an attempt to negotiate the bill and he was short, rude and advised me that I should go ahead and file the BBB complaint that I stated in an email that I considering doing and hung up on me. He also accused me of "threatening him"; which is unfair, not correct and was basically an attempt to prevent me from filing a complaint. Certainly not in the best interest of negotiating a resolution. This is wrong on so may levels. I feel I am owed and "adjustment" on this bill. This company was untruthful, uncompromising and unprofessional. Thank you.

  Business Response

  Date: 03/04/2024

  The client accepted our 3-hour minimum charge, which was communicated to her during the booking process and on the contract. Our movers are experienced professionals, not "kids." We cannot defy the laws of physics, and if an item doesn't fit, we cannot be held responsible.
  

  Attached:

  - Screenshot of the Text exchange where the 3 hour minimum is initially communicated.
  - Estimate where 3 hour minimum is communicated.
  - Contract where 3 hour minimum is communicated.

  The matter is closed, and pursuing it further would be a waste of time.
  
  

  Customer Answer

  Date: 03/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I am rejecting this response because it is not accurate. This company misrepresented its ability to adjust their 3 hour minimum. They also did not address many of my other complaints! All they did was provide a contract - which they did not fulfill.  Their contact was for 3 hours - they were only here 1 hour. Im a formally requesting a refund or they can come back and move additional items at my convenience to fulfill their contract. They left after one hour! 
  Sincerely,
  *****************
  *****************

  Business Response

  Date: 03/05/2024

  At no point did and Five College Movers employees say the 3 hour minimum could be adjusted. That would defeat the purpose of the 3 hour minimum, that was communicated to you via text, on the phone, on our zoom estimate, on the estimate and on the signed contract.

  Once the work you presented to the moving team was completed, the driver began the billing process on site. You did not indicate there was any more work to be done. 
  

  If youd like us to come back, another 3 hour minimum would apply, as it does to each and every single move we preform as well as being industry standard. 

  Thanks. 

  Customer Answer

  Date: 03/05/2024

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

  The response is untruthful. If I had known they would go back on their word and not make an adjustment to the bill, I would have found more things for them to do. They decided they were finished and did not offer to stay to complete more tasks to fulfill their contract. This company is fraudulent in their communications, very shady and unprofessional. To not offer to return for another 2 hours to fulfill their contract - in itself is bad business and in breach of the contract itself. And to suggest that I would have to pay them another 3 hours is beyond any form of trying to resolve this issue. Absolutely without question a company who is only trying to make money off of their customers rather then satisfy them. Please also research all of the prior BBB complaints this company has received. They have received 6 complaints in the last year and 15 prior complaints. They need to be held accountable for their unjust practices, the owner has a complete disregard to any complaints and would rather hang up the phone while discussing the problems and choose to only make money. Thank you. 

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

• Initial Complaint

  Date:02/21/2024

  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.

  2/03/23 I hired movers to move my belongings from 1st to 3rd floor for one bedroom apartment (belongings for in 640 sqft apartment). I was told it would cost $149 for two people. They included a truck and made my cost just less than $1000. I refused to pay for the truck since I didn't use it. They are harassing and threatening me. I am a woman and believe it's act of discrimination.

  Business Response

  Date: 03/21/2024

  This is compeltely false - this "client" and I use the term client loosely, because that typically means someone who pays you for a service - which she has not, contracted us to help with her move. As you can see from the attached estimate - we charge, and estimated 2 Movers @ $295/hour for a minimum of 3 hours- and require a 3 hour minimum for each job we serve. This is clear as day on the estimate. We require a deposit of $149 up front. The cost of service with and without a truck hourly is the exact same, so that had no impact on the cost. We are not " harasssing" or " threatening" anybody, gender does not matter,  simply trying to get paid - which you can see by our payment demand letter also attached, as well as the invoice. After the estimate, this client also claimed to be military and asked if we offered a discount - a clear admission she was fully aware that she would be charged 3 hours at $295 per hour, and certainly no confusion that $149 was a full price. After completing the move our crew leader alerted the office that he " did not think this client intended on paying" and we attempted to charge the card she provided within 10 minutes of the completion of the move. It was declined - and the credit card processor stated the card was "reported as lost or stolen" Essentially the client paid the deposit to solicit service, and then canceled her card. We will continue to pursue the money we are owed and look forward to our day in court.

• Initial Complaint

  Date:12/11/2023

  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.

  On Oct 27, 2023, Five College Movers moved my belongings into my new home location. I paid them $3,955.50 for this service. During the move two items were broken beyond repair - a chest of drawers and a sturdy, standalone, sunbrella-type patio umbrella. I filed two damage claims with the company on Oct 31, 2023, and received an email confirming that "the claims department will carefully review [my] claim and aim to provide a resolution within 14 business days."That was 27 business days (and six weeks) ago. I have not yet gotten a response to my damage claims, nor to my many followup calls. I would like these claims to be settled.

  Business Response

  Date: 12/27/2023

  These damage claims were processed and a payment was made to the client to the card used during the move. This matter has been resolved.

• Initial Complaint

  Date:12/04/2023

  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.

  I hired this company to move me on 11/22/23. Prior to the move I was asked if I wanted to buy boxes to protect TV, etc. I clearly said, "no." I stated that I prefer they use only the moving blankets which are free. When it came time to pay I was told that I was charged $405 for "protective supplies." The lead mover stated that this included boxes they used. I was also charged a 3.5 % fee to pay with my credit card. I didn't have a debit card and they didn't except cash. This was an additional $60.11. When I used my card to reserve the truck I was not informed of this additional fee. I expressed my concerns at the end of the move. The lead mover stated it was a misunderstanding. He asked me to provide him my credit card information. He stated that he reported my concerns to his supervisor. He stated that someone was going to call me to discuss my concerns. He assured me that they would NOT bill my card until after my bill was adjusted. I have called and texted them repeatedly with no success. I finally made contact with Patrick at ************ on 11/30/24. We scheduled a phone conference for 3:00 p.m. He texted me at 2:40 to reschedule for the next day. The next day He didn't follow through. I have text messages. I confirmed that my credit card was in fact charge for the full amount on 11/23/24. I was disappointed and felt misled. I also felt they took advantage of me financially. It should not have taken 4 hours for a team of 3 to move a living room set and kitchen table with 6 chairs from Chicopee to Springfield. At a minimum I'm seeking an adjustment of $405.00 for protective supplies I did not request.

  Customer Answer

  Date: 12/19/2023

  Please note that despite my repeated efforts to reach this company by phone, text and email, I have NOT heard back from them. I appreciate your assistance. ******************;

  Business Response

  Date: 01/10/2024

  Dear BBB,

  We have already spoken to this client at length about her perceived issues. We followed our contract and award winning service protocols to the high standards we have. We communicated clearly and effectively. We have done all we can for this client who was unprepared for the move and relentless in asking for things that she is not entitled to in any sense of the word.

  Customer Answer

  Date: 01/11/2024

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

  It is not factual. I'm confused. Despite my repeated efforts, I have been unable to discuss my concerns with anyone from their business. I have text messages and emails to support my claim. 
  
  Sincerely,
  
  *******************