ComplaintsforHappyWheelsMoving, LLC

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I moved into my house on 6/16/2023 and asked for the movers to be here on 6/17/2023. I had to leave several messages and texts before I heard anything back. When they got to my house, they didn't speak much, if any, English, got upset when I told them furniture had to go upstairs, complained about the heat, dropped boxes marked fragile and were asking for ice and water. I moved into new construction and had no refrigerator or ice. It was so bad, that I asked them to leave all of the boxes in the garage so I could watch to make sure they weren't going to just drop them anymore, As I have been unpacking boxes, I have found several broken dishes in my Christmas collection, my king size bedframe is very damaged and scratches on my furniture. After they left, I was getting several messages asking where their tip was. They didn't get one!!! The guys that moved me out of my house and got everything ready for storage were great but the 3 that unpacked me were horrible!!!!!

  Business response

  07/15/2023

  HI ******************, I am sorry for the negative experience that you had with our company, we have reviewed our customer service notes to just review with you. Upon you giving customer service your first available delivery date, the customer service rep explained that first available delivery dates are not guaranteed, however we do try to deliver as close to that date as possible. In that message you responded to the customer service rep that you understand. You were also delivered within just a few days of that first available delivery date. I understand also that a lot of our foremen first language is not English, so we try to make sure that there is a direct line of communication with our customer service department during delveries in the event that an issue comes up then we can address it immediately. We do not have any voicemails/texts/ phone calls from you on your delivery date that were missed, so we apologize that we were not able to address some of these issues at the time of delivery, had we known we would have made sure to address your communication concerns. We will strive to get better with our communication skills across all departments. We also did not receive any messages in regard to damages, we would like for you to reach out to our customer service department so that we can go over the claims process with you. We would also like to ask that if you still have the messages from the movers in reagads to a tip that you could send them to our customer service department as we would like to investigate it further. Again, we would like to apologize for any inconvenience this has caused for you and appreciate your feedback, as we are always looking for ways to improve. Please reach out to our customer service department so that we can work on a mutual resolution that both parties can agree upon.

  Customer response

  10/06/2023

   
  I am rejecting this response because:
  They destroyed some of my furniture. I had been dealing with ******* who promised to get it straightened out for me. They offered me $250 and I asked for $300. She has put me off for weeks and as of now, her phone is disconnected. I want the check to be sent to me but I get put on hold every time I call the company phone number.
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of translation: 3/29 Amount paid: ******* Not only did the business **** up our price once they arrived but the business advised us that they had availability to take our stuff to ***** ******* from ******* ********. They packed all of our stuff then told us it would be there 4 days later. The day before it was supposed to arrive they advised us that they didnt even have a truck for our stuff and that it could take a week to find a truck then another 15 days to get our stuff to *******. We reached out to try to solve this and they have been absolutely zero help. We have had none of our belongings for over a week now.

  Business response

  04/13/2022

  Dear Customer,

  I hope you are doing well!

  I am really sorry to know that you have had a negative experience with your move.
  Let me comment on this situation. The move was booked with another company and we cannot be responsible for how other companies run their businesses. We arrived at the pick up location on time, as soon as we got your move, and completed the delivery on time, within the confirmed time frame.

  Our company has done a great number of moves and we have a lof of happy customers overall in the **. We really care about our customers' furniture and want to get the job done very professionally. We always wrap the furniture, pack the electronics and other items, our employees are professional movers and all these require additional expenses.

  The move mentioned by you was done according to the agreement signed by you and there was not any single damage which performs our high quality service.

  Please, accept our best apologies for any inconvenience this situation may have caused you and next time, we highly recommend booking the service directly with our company, so that no other 3rd parties will be involved. We will provide you with the most accurate flat rate which won't change at the pick up.

  Regards,

  ***********************

*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. ↩