ComplaintsforBen's Moving & Storage

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid *** over $4000 for storage fees and two moves. *** quoted $1400, on the last move, but charged my card $1785. He charged me over $730 for 2 months of storage rental fees, but wouldnt credit back the 2nd month (we rented the storage units less than a month). His moving crew damaged my furniture, property and the walls in my house. Then his crew came back and had the nerve to ask for an additional $300+. Pictures will be taken, damage accessed and he can expect to have a small claims case filed against his business. Pictures show just some of the damage. Dont trust this guy to move or store your belongings. Very unprofessional moving/storage service.

  

  Business response

  03/27/2024

  On March 8 ****** rented units G 41,45 and 47. At that time we are running a special pay for two months receivee the third month free. We moved his belongings and on the eighth no dispute with ****. On 26 March we had him on the schedule to move into a new house. He asked if we would prorate storage or refund money for remaining rental. I told him there was no refund on rent paid in advance. During the move on March 26 customer became upset of occurring cost of move, but still wanted us to finish the job. After returning with a second trip, and finished unloading, we tried to collect for overages 2 hrs "$300" he shut the door and locked us out. All of our moving rates are hourly and not a quoted or stated amount. 

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ben’s Moving and Storage Company was hired to move seven pieces of furniture including a new (had 8 weeks) ***** ****** base from one location to another. While planning (date and time) for move, *** was informed that the ***** ****** base was among items to be moved. *** assured me that his men were experienced at moving ***** ****** bases and beds. *** called on Thursday March 17th to confirm the move on Friday. I informed *** that rain was forecasted for Friday (the day of the move). ***** reply was, “we should have some breaks in the weather.” During the move on March 18, 2022, one of the movers (*****) fell dropped an end of the base resulting in damages. One of the movers, *****, assured me that *** would take care of the damage. On March 22, 2022, *** came by to assess damages to the base. From ***** perspective’s damages was minimal (picture attached) and he repeatedly told me that it was an accident, and he would consult with the owner to see what she wanted to do about damages. After three and no communication from ***, I called to check on the status of the situation. I was given some excuse about miscommunications. On April 4, 2022, a representative from the manufacturer of the base came to my home to assess damages at the cost of $158.40 (warranty does not cover damages by movers). An email from the manufacturer indicated repairs could not be made on this model and suggested buying a new one which was texted to ***. *** offered to repair the base and, in his words, “make the base better than it was when I bought it. I declined that offer. After careful inspection, damage to headboard was sprayed with a shellac, rather than informing me of damages. After numerous phone calls and text messages (which *** has ignored) that are documented, I no longer desire to deal with him. So much for supporting local businesses. I would appreciate any assistance you can offer.

  

  Business response

  02/09/2023

  Attached is the contract signed by Mrs. ******* before our services were performed.  After an assessment of damages, it was found that the base was working as it should, but did acquire cosmetic damage to the platform.  The headboard was never brought to our attention, therefore there was never an attempt, as she suggest, to repair it.  We have tried to work with Mrs. ******* reguarding the platform and offered to pay $150 for cosmetic damages.  Our contract clearly states that damages are paid out at .60 per pound.  The platform was assessed at weighing 100-150 lbs which should have been between $60-$90. She refused our settlement.  The contract was dated March 18, 2022.  We have been consistent on resolving this issue since then.   It is our position, that she will not allow us to repair the cosmetic damage to the base, so our only ability to clear up this matter is to pay .60 per pound for the damage as stated in the signed contract.

  Customer response

  02/24/2023

  The contract was not presented to me until everything was done.  I was just demonstrating the damages and how they repaired the damages.  He repeatedly ignored me.  He said it was a communication problem.  I have text messages and phone calls I made to the company.  I asked him what is the procedure and the process by which he was going to repair this.  There has been no correspondence.  They have not been consistent, I have only heard from them twice by phone.  He has not tried to resolve this.  

   

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1-5-22 I hired ***’s moving and storage move my furniture from my residence to a storage facility and apartment. The office stated the movers would wrap my furniture in plastic and blankets. I was quoted 4 hours of labor at $655 with $130 per hour additional and travel time. My complaint is nearly all pieces of furniture suffered damage. I did not see any plastic wrap used. Scrapes, dents in wood, chipped laminate on older furniture, and scratches on the side of the desk. I had to sign an agreement that they do not cover furniture of pressed board and the took 2 wheels off my sewing cabinet made of pressed board. I sent pictures to the owner of a few of the things-only had 48 hours to accomplish that and discovered more damage after that time. In talking with the owner, his insurance won’t cover anything because it is not destroyed. His solution is to move me into my home (of course paying his fees) in a few months. The payment was tricky too. I was quoted a price that was for 4 hours and travel time with $130 per hour more. After the move, things changed. It was a five hour job. ( please note, I moved the date up a day due to impending icy weather. They showed up 45 minutes late, but started the time when they arrived. ) The owner calculated the payment differently then I was quoted. I took notes-and what the owner told me wasn’t what the office worker told me. The owner states $655 is minimum amount for four hours plus $65 additional travel time and $130 for the fifth hour. His total came to $895, but really should have been $925- so I got a deal anyway. I feel like I was financially duped, and there is no solution to the damage of my furniture. What is my recourse? How can I be compensated for my damages?

  

  Business response

  01/20/2022

  We at ***'s Moving & Storage sincerely apologize that Ms ******** feels that we "dubed" or we misrepresented our services.  I, the lady in the office, personally spoke to ***** when she called to inquire about our services.  The rates she received are published on line, and are the EXACT RATES she quoted in her complaint that she was charged, minus as she corrected a $30 mathmatical error?  Ms. ******** moved from St. Clair, Mo and was told that because she outside our local service area, an extra 1 hour travel charge would be added.  As shown in the attachement are the fees she was charged and the fee she should have been charged. 

  Upon arrival she was given the contract, explaning exactly everything she was told on the day she called to schedule.   This contract was signed by ***** and the men proceeded to move her.  Total time according to the arrival pick up and finish delivery was 5 hours-also verified by *****.  Quote was 3 men, 4 hours $665.00 + 1 hour travel $130 + or - $65 per half hour.  Total charge: 5 hours+= $665 (4hours) + 2x$65 (1 hour overage) + $130 (1 hour travel)=$925.00.  ***** paid $895 (Driver miscalculated total).  NO DUBED OR MISREPRESENTATION!

  On January 6, 2022 we received a call stating items were damaged.  We use 144 premium quilted moving pads, and all drawers and doors are stretched wrapped to keep them from flopping around in transit.  ***** stated that her items were not padded and wrapped.  Yes they were.  We do not completely stretch wrap all furniture unless requested.  It was not requested or a $79.99 per roll charge and an extra 2+ hours would have been alloted.  We use our pads daily for moving other clients, we do not leave them at the delivery location.

  Looking at the photos sent in of the damages, shown in ATTACHMENT 2, it is hard to determine what damage is new on the cabinet.  I see that one of  plastic push rivits are missing on the bottom grate of  refrigerator.  I did notice items were stacked in storage without the customer provided padding.  

  We have tried to work with *****.  We offered to pick up the items and have them repaired when she moved out of storage.  We asked her how she would like us to resolve this issue, but declined to respond.  Her response was this complaint.   Insurance pays for items destroyed or unuseable at the rate of .60 per pound.  $30 not paid on bill would cover 50 lbs of destroyed or unuseable items .  

  Customer response

  01/24/2022

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

  *** was the third person I spoke to and he did not give me the initial quote.  3 weeks before the move, I spoke to ******, who quoted $655 for 4 hours, 3 men, including the travel time.  Anything over that would be $130 / hour or $65 for the half  hour.  I called back a few days later and spoke to a different lady.  I asked her, "How do your men, insure my furniture is protected?"  She stated they will shrink wrapped items and then blankets are put on.  During the move, one of the workers stated, it is taking so long in the truck, because we are wrapping everything.  When I observed the loading of the truck, I did not see plastic.  When they unloaded at the first stop, I did not see plastic and I wanted it to be wrapped while in storage.

  On Tuesday, January 4th, with icy weather predicted on the moving date, Thursday, Jan 6th, I called and spoke to *** for the first time.  His schedule was open and we could move it to Wednesday if we wanted.  I thought it would be best for the safety of the men and the truck and my furniture.  This is when I was informed he will not take responsibility for pressed board items.  The movers were scheduled at 9:00 am.  Cash payment or 5% fee on charge cards, no checks.

  The movers arrived at 9:46 - see PU Time on bottom of page.  This delayed my move by almost an hour.

  The men were polite and respectful, but slow.  When one of gentleman tried to take the freezer out by himself, he nearly lost it going over the basement door threshold.  I went back down a little after the freezer was taken out, to find the black freezer cover panel hidden in the leaves by the basement door.  There were also white chips of enamel in the leaves.  They pushed the freezer in the corner of storage, and I could not examine it for damage.  It was like they were trying to hide the damage.   At the first stop, they showed me the broken wheels of the sewing cabinet.  They had actually broke the 2 wheels off the one side.  The way they had it jammed between the funiture on one side and the side of the truck, it didn't stand a chance.  We were able to take the one wheel and put it in the other hole, so I only took a picture of the one broken edge of the sewing cabinet, which he won't cover because it is pressed wood.  As they delivered furniture in the apartment, I began to see scratches - like on the desk.  I have not taken pictures of the bedroom furniture that has laminate that was beginning to peel.  Because the furniture was not wrapped in plastic, it aided in slivers of laminate being peeled from the furniture.  I can't blame them totally for that, but it wouldn't have been so bad, had they wrapped the furniture like promised.

  *** states that I won't work with him.  When I saw the damage, I called.  He asked me to send him pictures.  We spoke again, and he offered no real compensation or way to fix the furniture.  He sarcastically stated, "Do you want me to refinish all your furniture?"  Then I was explaining to him that I was moving again.  His solution to the whole situation was to let him move me again.  Why would I let someone who botched the first move, do it again?

  *** called on Tuesday, January 18th, but I had appointments and other things going on, so I returned his call on Wednesday, January 19th.  He answered and state he was on the phone with someone else and would call me back.  He didn't return the phone call for hours, so I called again and left my number.  Of course, no one returned my call.  He isn't working with me.  If he has to totally demolish the furniture to get compensation, he needs better insurance.  He is not in business for the consumer, but is only thinking of himself.  I have given a lot!  I moved the moving date to avoid icy weather, and the movers were 45 minutes late.  I am the one who is trying to work things out, and ***'s Moving and Storage has done nothing to help resolve the issues.  I am also concerned because they tried to hide damage by putting the furniture in a certain way.  Putting the pieces in storage close together so I couldn't see it.  I wonder how much more damage I will discover when the items come out of storage.

  
  

  I contacted the Better Business Bureau in hopes they could guide me in what kind of response I should expect from the mover.  I've never had a situation like this and don't know where to turn.

  
  

   (please let me know if the pictures are in the file)
  Sincerely,
  
  ***** *******

  

  Business response

  02/04/2022

  We have been in contact to resolve this issue with Ms. ******* several times.  The furniture damaged (with the exception of the particle board sewing cabinet)-Shown in her uploaded photos-has very minor cosmetic damage.    This issue could have easily been resolved.  If items are cosmetically damaged, they are normally brought in and repaired.   If they are destroyed, they are documented on the signed contract, photos are taken and the claim is paid at the stated .60 per pound.  There are some exemptions,  stated on the contract.  The sewing cabinet is particle board and is exempt.   No items were listed or brought in to our office for repair.  Some of Ms. *******'s items went into a self storage facility.  Photos sent to our office showed no padding, and items moved around afterwards.  There is no way to know who may be responsible for any damages of items in storage.  Ms. ******* has never clearly stated what she wants us to do.  To resolve this issue, we can refund $50 for cosmetic damage to bill.  

  Customer response

  02/09/2022

  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.
  Had ***’s Moving and storage made any effort to resolve this issue, I wouldn’t have contacted BBB. 
  Thank you BBB for helping to resolve the situation. 
  
  Sincerely,
  
  ***** *******

  Customer response

  08/02/2022

  I just wanted to let you know that Ben’s Moving and Storage has not fulfilled their offer to pay me $50.

*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. ↩