ComplaintsforFriendly Movers

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We used Friendly Movers for a move from DC to Denver. This business is a scam that lures people in with low prices. First off, we were told that our items would be delivered by June 11th and we didn't get them until July 28th. We had to buy hundreds of dollars worth of stuff just to get by in our new apartment. Second, they promised us a reimbursement for being late that they never paid. This is in their contract! They promised us we'd be reimbursed several times over the phone as well. All lies. Third, they stole a box full of valuable electronics and haven't reimbursed us at all for the missing items. A laptop, ***********, ****** homes - all missing. Think it's a coincidence that the only missing box was full of electronics? Come on. This company is awful. I hope others read this and don't repeat my mistakes.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stephanie gave us a quote just under 3k for a move from Glen Burnie MD to Salisbury MD. We had to reschedule as the closing date on our house in Salisbury changed. Friendly movers was very accommodating. They packed up the house and could only finish half. They stated the truck was too small. They would return the following week. I spoke to Stephanie after paying a little over the quote told her of my concern with the cost of the move when all was said and done. She told me not to worry, she would talk to the owner and give us a good deal. The following week I called and emailed trying to confirm the movers and sending my husband 3 hours to meet them. No one replied. Stephanie did not get back to me with a new price or any details. My husband went at the time given the week prior and the movers showed up an hour later. They finally get our items moved. I noticed damages as they were bring things in. They used a tape that you can’t get off anything. I watched one mover rip the tape off a shelf and the paint with it. Then he placed something on top so we wouldn’t see. I saw not one, but TWO bed frames broken. I brought this to the attention of the man in charge who said the company would send paperwork for a claim. As they were leaving they had my husband pay and sign paperwork. I was stunned at the over 4K price. I called d Stephanie, no answer, I emailed, no answer. So I involved my credit card company who launched an investigation and the Friendly moving company sent supporting paperwork (some of which was altered) snd a statement that they tried to reach me to come to a fair resolution. They most definitely did not. My credit company decided in the movers favor. My credit card disputed the entire amount. I was not disputing 7k. I was disputing being over charged and wanted a fair adjustment. Stephanie lied during the investigation claiming she tried to negotiate. We have not heard from company since the first part of the move.

  Business response

  04/01/2022

  April 1, 2022

  Per *** ****** complaint of damages, we’ve sent her a claim form and we’ll process it accordingly once we’ve received it. We were unable to process a damage claim earlier because of the chargeback proceeding she has initiated.
  
  As for the pricing complaint, there was no overcharges whatsoever, the charges for her move was strictly on an hourly basis as explain below, and we don’t believe that they are disputing the time invested in completing the move.
  
  When *** ****** had contacted us about moving her household goods from Glen Burnie, MD to Salisbury MD (about 3 hrs. drive) she had provided our rep Stephannie over the phone with a detailed inventory of items to be moved, volumed at 991cf which is about half the capacity of our moving vans (1800 - 2000cf) The inventory she provided is listed in the attached Order for Service. Stephanie provided her with an estimate that include a crew of 4 movers and a moving van at a discounted All-Inclusive rate (include packing materials) of $210.00/ hr. she estimated 10 hours of labor which include packing & wrapping the items, load them on the truck, 3 hours' drive to the new house, unload, unwrap and set up in desired location of all goods, she added 3 hours travel time to cover the time it’s get to her home and back to the office with an empty t ruck and 142.75 fuel charge, *** ****** agreed and booked the move for 8/19/21.
  
  On 8/19/21 7:30 am, our crew arrived at the ******* home, Ramon, the Forman, procced with an initial survey the home, and found out that the actual total volume of the households is about 3000cf, about 3 times more than what *** ****** listed on the inventory she had provided us, the lower floor contained lots of small breakable items that was not disclosed to us at the time of the initial estimate, items that needed careful packing that would require long time to do.
  Ramon told the ******* that this move cannot be completed in 1 day, so they agreed that we will fill up the truck with the top floor furniture that include the bedroom so they will be able to stay at their new home and come back another day to complete the move. Which is what we did, we’ve loaded the truck as much as possible, little more than half the total contents of the house and delivered to their new home in Salisbury MD. That part of the move took 14 hours to complete.
  
  On 8/24/21 we sent 3 movers to complete the move at a discounted All Inclusive rate of &179/hr , they started at 9:00 am, they completely packed the lower floor they had to use more than 140 boxes to pack that floor, and then proceeded to load everything up on the truck, they were done loading at 6:00 pm, the following morning the truck left our office at 7:00am, drove to Salisbury MD finished unloading at 1:00 pm and got back to the office at around 4:00 pm.
  
  Sincerely
  
  Eytan C****

  Business response

  06/02/2022

  Here's the record of the email containing the link sent on 4/22/2022, it may have gone to your spam file, I will resend the link again shortly
  

  Previous Emails

   Sent Date  Emailed To  Subject  Esign Details
   001  04/22/2022  11:38AM
  EYTAN  *******************  Damage/Lost claim form  
   

  Customer response

  06/14/2022

  From: ************************* <*******************>
  Date: Mon, Jun 13, 2022 at 4:54 PM
  Subject: Fwd: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  in regards to your complaint #********.
  To: <*************@mybbb.org>
  
  You've closed my case because you haven't heard back after two weeks. My family has been dealing with Covid and we had a death in our family on Thursday.  
  
  It's a shame this man is able to lie and get away with it. I provided documentation I sent them as well as a last ditch effort email to him.  He claimed he sent insurance claim forms. He did not until 2 weeks ago. If you look at his reviews, no one has been happy with their insurance claims. They heavily adjust for everything. Heavily. 
  
  As a military spouse who moved 8 times between 1986 and 2006 our household goods never cost that much to relocate. And we had two cross country moves during that time.  Additionally there was zero inventory done by the company.  So many things were missing or damaged that I hesitated to fill out the claim form for fear he would think we were lying.  I was going to do it anyway, take photos, etc, then Covid hit. First the children, then my husband and I'm on day 4.  Then on Thursday my mothers only surviving sibling, her twin, was found deceased on his back deck after being missing for two days he was 87). I haven't exactly had time or strength to fill out an extensive insurance form and even if I do now, friendly movers will deny it. They can use the excuse of Covid and not being fully operational as an excuse for their unethical business practices. 
  
  I feel let down by the BBC 
  
  ***************************. I'm sure the attached email has the information you need for my account should you choose to extend the deadline due to family hardships. 
  
  Thank you. 

*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. ↩