ComplaintsforLocal Motion

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We hired Local Motion to move us from ******************* to ******* in late June, 2024. The two people that attempted to load the truck were incompetent. They were not able to get all our belongs in the truck because it was so poorly packed. Half way through they stated they had no more packing straps and would have to stop and come back. They called their manager who told them to ask me to go to a local store and buy some, which I did. (they reimbursed me for it later). Because it was going to take longer than quoted, I had to sign something that says I would charge me more, but was told it would be credited later. It was not. I had to intervene in a verbal argument between the two workers, and then take an active role in the move. I should not have to carry beds and dressers, etc as I have a partially hyrniated disc in my lower back, but I felt the job would not get done unless I helped. Much of what was in the truck was just placed in the garage of the new home because it was getting so late. Three items were damaged.1. Large scratch on the front and top of the washing machine (2 year old stainless)2. Hole punched in the back of a dresser.3. Crack in an antique ice box that is a family heirloom. I let them know right away that we had some issues with damaged property, lots of items still at the old place an hour away (including virtually all of our clothes as they forget to bring wardrobe dressers to move hanging clothes), and an overall poor experience. Over the next 6 weeks I have had to contact them repeatedly to try and resolve these issues. I was always the one that had to email or call. Today I got a settlement option of $231 for all damages, but they would take possession of the damaged goods, or they would give me 10% of that and I can keep them. They would not make additional reimbursement for the 5 trips I had to make from ******* to ****** *** to retrieve the rest of our things. ******** company, unethical response to damaged property.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Vendor had within the estimate there would be a total number of movers of 3. I was satisfied knowing that with the limited amount of items this would be a timely move. When the movers arrived to my apartment, ************************************** on Saturday March 16th, they stated no, 2 movers are scheduled. This felt as though it was a bait and switch situation. I would not have agreed for the service if I was informed of what they really plan to do.The level of experience for one of the two movers was much more limited. The other one seem more knowledgeable. I had a one-bedroom apartment with limited furniture and all of it stacked at a door in boxes ready to take out. It took them 5 hours to load the truck which included attempting to safely pack the furniture with padding, etc.They broke my bed frame by the Lesser experience worker grabbing at a place where the experience worker informed him wasn't structurally sound and stated he needed to grab areas that are. The package to fragile light and broke the connection piece for the lamp shade to hang on it.The unloading of the truck after a 4-Hour Drive to where I was moving took an additional 3 more hours. Myself and two other individuals were helping to unload the truck so that we could be done with their services.While I've done the calculation about the cost would end up being approximately the same with three Movers, the extreme distress it took to stay and pushing these two movers is undescribable. Very stressful to move but to be sent what I would call instead of the A-Team the * Team and then have a bait and switch to 2 movers is unethical and not what their quote stated.There should be some financial compensation for this and they should be allowed to do this to Future Families they move.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This moving company required me to have a credit card on file. They overcharged my credit card by ******* and have not refunded the overcharges despite requests from 1 year to 4 months and a demand for payment letter.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Local Motion moved 1/2 of the house items to their storage and 1./2 to an apt. Few months later moved all items to a new home. During the move, there was very significant damage to many items due to extreme carelessness of the movers. They will only pay a very minimal amount, that does not even come close to paying the damage. Also, overcharged for time of movers by hundreds of dollars. They also changed the rates charged for the items stored without any notice. The Bill of Laden originally sent to me did not include all restricted items and now not paying for damages caused by their movers spilling what they say were restricted liquids on furniture (Bill of Laden did not include restricted items they claimed caused the damage). Several items were lost and not transferred to new home. Whenever I call, I have to leave many messages, hoping that they may call back. Had to drive to their facility at one point to talk to them since they were not responding to calls.

  Business response

  02/26/2023

  **************** chose basic coverage on his move and is now upset at the amount covered. He had the option to choose two additional options with a higher pay out, but he went with the free option. All customers were notified of the $10 per month increase in storage rates. The contract states that rates are subject to change with a 30 day notice. The documents provided to **************** state the items restricted from transport. He said he did not see that part of the contract. He was not overcharged for the movers, he was charged additional time for the extra items he needed moved that were not a part of his estimate. He packed bleach in a box and is upset that it spilled on his desk during transport. Bleach is a corrosive agent restricted from transport. **************** has my direct number, but leaves messages in departments that have nothing to do with claims. If he calls me directly he will continue to get answers to his questions. 

  Customer response

  02/26/2023

   I am rejecting this response because:
  
  I was not told about the increase in storage rates at any time.  The bill of Lading  I received at time I agreed to using thiscompany did not,list restrictions of any liquids in any way as shown in the attached document, page 12.  I chose basic coverage based on statement from Bill ***** that if I picked basic coverage, any damage caused by mishandling by Local motion would be covered.  I have never been given the direct number for ******.  The only number I had was their main number.  I left messages for ****** in Billing option, but also in several other phone options, receiving no call backs.  I was billed for several hours after the move was completed and ******** aware of this.  She stated she would look into it, but as usual, never followed up.  I have asked for copies of all documents related to this move.  Of course received none.  I have asked to be contacted by someone in management to discuss these issues.  Either she has not passed this on, or the management has opted to not respond either.  The damage caused to many, many items is due to extreme carelessness of the movers.  It does not surprise me that this response is filled with statements that are false.

  Business response

  02/27/2023

  There is no response to my reply showing. I just have a message saying my response was rejected. **************** was billed based on the amount of time it took for the crew to complete the job that was originally estimated as well as the additional time required to move the rest of his belongings. If he has any specific questions about his invoice beyond what I have already explained to him, he is welcome to contact me directly.

  Customer response

  03/02/2023

   I am rejecting this response because:   The amount of time Local Motion billed for was way over the amount of time worked.   The amount of time for the move was actually far less than the estimate.   I have asked several times for documents which show times they arrived, times they arrived at the final destination, times they left,  The copy of the Bill of Lading I signed before the move.   I have asked for someone in management to call me.   I have left more messages after their last reply  to see if anything could be worked out and again, received no call back.    They will not back up their accusations with any documents.   I was told a check was on the way, but have not received it.     I have asked for their conflict resolution policy, have not received it.    

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 14, 2022, I hired Local Motion Movers to move my property out of my house and store it for me until I was able to move into my new house on July 27, 2022. So I actually paid them a substantial sum for two separate moves. After unpacking my belongings over the next several days, I discovered some damaged and missing property: a damaged lampshade, a damaged bookcase, a missing small botanical print (and now, just recently, I realized I'm also missing two small "wire" tiered shelves which aren't listed on my originak claim). I tried contacting the company over the next two or three weeks, but was always put into voice mail and left messages which were never returned. A few weeks later, I was finally able to talk with a woman I assumed must have been an office manager, explained my issue to her, and she directed me to fill out an on line claim form and submit pictures, assuring me a check would be issued to me. I did as instructed, but nothing came of it. I then tried calling the company again, but was met with unanswered phones, and voice mails. I kept leaving messages to no avail. When I was finally able to get through to the aforesaid "office manager", she kept telling me "the check is in the mail" which it obviously never was. The last time I was able to contact her, she told me my claim had been now given to the *********************** where it was languishing before, I haven't a clue), and that a check would be forthcoming within the week. That was at least a month ago. And, again, when I try calling now, I'm unable ti talk with a person and can only leave a message. Such extremely poor customer service!

  Business response

  02/15/2023

  A check for $32.10 for the submitted damages, based on the coverage selected, was mailed to ************************************************************** on January 15 2023. I have informed the accounting department to stop payment and reissue a new check today, 2/15/23.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Customer says business has not yet taken expected payment of $425 for month of November, and cannot reach company by phone / get a call back to discuss.Says payment date changed a few months ago from mid-month to first of the month (was told "new billing system") at time, but has seen no payment at all taken for month of November, and is concerned for the safety / security of her belongings in storage, as well as the status of her account.

  Business response

  11/30/2022

  We did change over to a new system and are in the process of updating everyone's records. ******'s items are safe and sound. She can contact me directly at ************ to update and discuss the status of her storage account.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved with Local Motion and have a lot of damage to my belongings and property as a result of their careless movers. I have submitted claim forms and included photos. I have not heard anything back from them despite numerous follow up phone calls.

  Business response

  10/14/2022

  **** started submitting an individual claim form for each item of damage. I reached out and told her that she could submit them all on the same form, and that doing it individually would slow the claim's process down. She continued to submit them separately, and ultimately submitted 19 forms. Claims can take up to 90 days to process. ****'s claims are under review.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have repeatedly tried to contact the company regarding an overpayment for which they owe me a refund. My issue is, back in Oct 2021 for some reason the auto payment did not process on my account for storage (due to an issue on their end, not mine). I hadn't been paying too much attention to my monthly invoice and didn't notice until March 2022. At that time, I did speak with ****** and she was able to see that the payment didn't process but it was determined that instead of processing the payment at that time they would go ahead and just apply the one free month of storage that I had been quoted to the balance. When I set up our move out of storage in June 2022 it appeared that the free month had not yet been applied and it was showing that I still owed that October payment. The day before the move-in someone called and acknowledged and agreed on the issue and that I didn't owe that amount. Also, I was still issued an invoice for July even though I scheduled my move-in before the billing date, so they knew I would not owe storage for July. That payment was processed on my auto-pay and they also verbally acknowledged that I was due a refund for the full amount. I spoke to ****** again in late June to see when I would receive the refund for the amounts I paid for June 19- July 31. She informed me that the credit for **** was applied to my move in costs on June 18 (which I have never received an invoice/statement showing this), but that the amount I paid for July was put against the outstanding amount for the October 2021 invoice that was supposed to be a free month. She said that she was unable to sort that issue out and that someone else in billing would need to contact me and resolve the issue. I have not heard back and have left a number of messages and sent emails.

  Business response

  09/24/2022

  I am unable to resolve ******* billing issues, but I will make sure that my accounting manager reached out to her on Monday.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  We hired a moving company to take the stress out of our move. We agreed to an 8:00 a.m. start, as our buyers were moving in at 11:00. We moved all items but the big items prior to the moving company arriving. We were quoted on our treadmill, 4 beds, 2 couches, a table and 40 boxes. We called 3 times, and were told they were on the way...The buyers were getting frustrated- the movers arrived after 11:00. We had moved all of the boxes and anything we could move so as to hurry the process. They refused to take the treadmill, and we had to leave the treadmill and hire another company to come and move the treadmill two days after the new home owners took occupancy. Once they got to out new townhome, they absolutely destroyed our stuff. We have over 20 pictures of damages to our property and the walls of our new place. They tossed our safe off the truck, it shattered on the concrete and I had to find all of the scattered contents- They did not reassemble our bed correctly and it is permanently damaged- we did not realize any of this until they left. We filed a claim with their insurance, and have asked several times for an update as the move was July 15th- Once they left, we were billed almost double than they quoted us as they charges our credit card to make the reservation. The movers had lied about arrival and work time- the office manager refunded us based on their GPS records for the extra time, but we have not had any resolve to the damages of our damaged and destroyed stuff. They said they had up to 90 days to process the claim. I simply don't believe anything is being done. It was an absolutely awful experience from start to finish. We hired them to reduce the stress and it created so much more. I have several pictures, but it is not allowing me to upload. I can provide as needed.

  Business response

  09/12/2022

  As customer states, I have been working with her directly. I corrected her billing and sent her a claim form. I explained that the claims process can take up to 90 days because we work with 3rd party vendors. As they are not our employees, we cannot dictate their schedule. I have reached out to her assigned vendor and asked him to contact her as soon as possible.

  Customer response

  10/17/2022

   I am rejecting this response because:
  
  I reject the business response.  No one has reached out with any updates despite my attempts to contact.  I emailed on 9/2/22, 10/5/22, 10/13/22 and today, 10/17/22.
  
  
  Thank you,
  
  ****
  

  
  

  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told a move from New Brighton to Roseville would cost $570 on 1/20/22. I was charged $888.12. My contract number is ******. I had several things damaged and sent a claim form to **************************************** on 3/24/22 along with pictures of the items. That is the last communication I've had. I've tried to e-mail and have left alot of phone messages requesting the status of the claim and can't get a reply. I had damage to a wall, scratched pergo like floor and a 6 foot bookcase totally destroyed. There was other damaged items but I have had those fixed but would like compensation for the three items above. I had movers in 2018 go from a 2 story townhouse to the New Brighton apartment that took half as long and didn't involve any damage. I also e-mailed ***************************** on 2/16/22, I was told he was the manager, I never received a reply. Thank you for your help.

  Business response

  09/12/2022

  ****'s move went over estimate because she had more than 25 boxes disclosed in her estimate. The walk from her apartment to the truck was so long that one mover had to meet the other mover half way along the walk. There was a manager there unlocking the door for crew every time he needed to go through. ***** would not fit in elevator at unload and hallways were narrow and took about an hour trying to get oversized couch through doorway. L-turn at unload. Couch was too tall to stand up. **** did not send pictures with her claim. I informed her that I could not process her claim without them. She asked if she could text them to me. I told her yes. She never emailed or texted them to me. I will process her claim when I receive the pictures.

  Customer response

  09/13/2022

   I am rejecting this response because:
  I did not have an excess of boxes, the couch fit on the elevator at both locations, and I texted the pictures to ********** on March 24. I e-mailed and left a number of voice mails to this same number and at any time Local Motion could have responded.
  
  

  Business response

  09/14/2022

  All phone calls, texts, and emails are recorded. The only calls/text that I have from ****'s number ************ were pictures sent at 4:17pm yesterday (9/13) and one missed call with no voice message on 8/22. The movers submitted boxes and called during the move to inform staff that **** had more items than estimated. Now that we have pictures of her damaged items, we can proceed with her claims.

*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. ↩