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:07/01/2022

  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.

  I hired Mayzlin Relocation to move my Family of 5 from ***************, ******* to *********, **. The date provided for arrival was 6/18-6/19 and a deposit was paid. The movers called on the evening on 6/16 and claimed that they would be arriving on 6/17. We asked that they postpone and arrive on 6/18 and the movers declined, forcing us to expedite packing and book a hotel room for a family of 5. On 6/17, the movers did not show up and called us late in the evening informing us that they would arrive on 6/18. The movers arrived on 6/18 and loaded the truck with our belongings. The movers arrived at the destination on 6/20, though only 2 movers were provided to include moving a **** sqft house including an upright piano. The movers stated that they did not have the resources to complete the move and called a ******* to help them out. Movers were visibly hungover and appeared to smell of alcohol. Movers attempted to move the piano, which cause significant damage (photos have been captured of damage and during entry to the doorway. Approximately 1 hour into the move, one of the movers felt ill and called an Uber to leave and go home. Prior to leaving, the mover asked me to sign the form indicating that all items had been moved successfully ( this was while the truck was still 90% full) Given the volume of the move, the other two asked me to help them (for which I have saved video footage from my video doorbell). Subsequently, the other original mover lost his truck keys and spend the remainder of the move looking for them while I proceeded to unload the truck with the ******* (I have video footage to support). In the process of moving the furniture with the ****** I pulled my back out and sustained a left hip injury. The second original mover spent the remaining hours sitting in the truck trying to find the keys. I personally performed 70% of the unloading myself, and unpackaging of the furniture was not complete.

  

  Business Response

  Date: 07/13/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  
  We understand your dissatisfaction with the outcome It is never our intention for our customers to be less than satisfied with our services.
  
  We regret the customer had to sustain such unacceptable behavior of our ******* and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.
  
  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 06/28/2022 the customer was registered in their system and emailed the login credentials and information required to properly file a claim.
  
  Once the claim is analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at ******************* Please provide Claim *********** when contacting CSI.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:06/06/2022

  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.

  4-12-22, I reached out to Mayzlin Relocation regarding a move from ******* to *****. I walked through an inventory of our home and was provided a quote for $6477. Comparing and finding this price to be reasonable, we booked these services on 4-21-2. I provided a $1604 deposit. Paperwork informed me that I would be contacted 24 hours in advance of pickup and was given a pickup window of May *****. Late afternoon May 15 I was called to compile a final inventory and was told that pickup would be the next morning. I was not notified 24 hours in advance. Final inventory included fewer pieces including a washer and dryer removed. In essence we were initially quoted for a 3 bedroom house and moved a 2 bedroom house without any dining furniture. At that time the quote increased to $8000 and I was asked for an additional deposit of $400.00. At pickup the mover informed me that I had too many items & the cost increased to $11,337.50 with a $1415.70 discount. I asked how this was determined and I was told number of items. Previously I was told weight or cubic feet of space. I had packed more smaller boxes as I was moving alone. After pickup I contacted the company about the incremental increases in cost and they agreed to apply a $500 credit. This does not even come close to the $4000 increase in cost. At pickup the driver told me that he would be in ***** in three days. We were dealing with a failed housing purchase and had not secured a place. I was told delivery would take **** days, not 3. He repeatedly and emphatically told me he'd be arriving in ***** in 3-4 days . We were forced to hurriedly secure a rental at the cost of $3000. It took 19 days to get our things. We had plenty of time. The driver told us he would call us when he was an hour out. He texted when he was ten minutes out and then was angry that he had to wait on us. The driver was exceptionally rude and complained about us, using profanity, to his help and some items are damaged.

  

  Business Response

  Date: 06/20/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process. We require that pictures showing the damages claimed as well as full view showing the entire item will be provided as support to your claim so that the adjusters can determine our legal liability. Please be sure to provide all required support directly to CSI ************ ****************** for the proper investigation of your claim.
  We require that customers are available an entire day for the arrival of the truck as its time of arrival is dependent on many elements beyond our control.
  The revising of an estimate must be due to a change of order which results in a change of charges. Weighing of shipments and adjustment of charges accordingly is only an option with a non- binding estimate. Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates.
  We regret the customer had to sustain such unacceptable behavior of our ******* and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management.
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 06/20/2022

   
  Complaint: 17324056
  
  I am rejecting this response because:  We were available for delivery and had communicated that clearly.  We were told we would be notified 24 hours in advance, then an hour in advance and that did not happen.  We had a 15 minute trip to the delivery destination and were notified when the driver arrived even after explaining the situation repeatedly.  I reject this explanation. I also reject the addition/changes in charges as our inventory decreased from the original estimate.  Originally we were to move a full three bedroom house. We ended up only moving two beds, one tv, no dining room furniture, no washer and dryer, and a majority of the garage items that we shipped separately.  There were more boxes because they were smaller.  Had communication been clear I would have happily put things in larger boxes to keep the number low.  The company needs to acknowledge that communication was unclear and this resulted in an exorbitant increase in cost.

  We were not able to move into the house we were purchasing and won't be able to unpack our belongings until the end of July.  Right now the damage is what we have seen with uncovered and unboxed items.  Judging by the way things were handled I am certain there will be further damage.  I am concerned that it will be too late to claim damages at that time but there is nothing we can do about this situation.

  Yes, we were disappointed but, more importantly, we were duped. It was a bait and switch with a challenge to find a more affordable option based upon a faulty initial estimate of costs.  There was no explanation of a potential increase in costs, much the opposite.  Once the cost started to escalate it became increasingly difficult to contact the company and to get calls and emails returned.  I cannot accept the response at this time.  We should receive some type of refund.  I won't accept less.  

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

  

  Business Response

  Date: 06/23/2022

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
  Per our Terms and Conditions as listed on the back of the **** of Lading governing this move: Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of ownership together with substantiation of value, and weight. As a condition precedent, all outstanding monies due to the mover must be paid in full before a claim can be submitted to the company within 9 months after the date the goods were delivered.
  We require that pictures showing the damages claimed as well as full view showing the entire item will be provided as support to your claim so that the adjusters can determine our legal liability.
  Please be sure to provide all required support directly to CSI for the proper investigation of your claim.
  The customer was told that the delivery would have been made Friday May 06, 2022. After she complained the drivers had previously not contacted her 24 hours before. We have a recording if
  needed.
  Our crew is not in position to assume all items are to be moved, especially if the list on the estimate they have in hand is substantially different. They will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded. At that point, the movers will cease from loading and will issue a revised estimate to include the additional items now required to be moved.
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 06/23/2022

   
  Complaint: 17324056
  
  I am rejecting this response because:

  Everything previously stated is being ignored.  The recording is due to my repeated calls to the business at which at one point my husband was given the driver's number and told to deal with him himself.  

  None of the explanations serve to rectify the two largest issues.  One- the faulty initial estimate- off by $4000 despite having less to move on moving day.  If the final cost is accurate there is a huge issue with your estimation services and communication.  There is an uneasy feeling here of being quoted a number for a three bedroom house and furnishings, being told to shop around and compare using that number, and then having it increase dramatically once we had days to move our things and then again once everything was loaded on a truck.    Second- the driver repeatedly (and I have at least two witnesses) told me that my things would be delivered in three days.  I was to arrive in ***** in four days and he told me the things would arrive before I did.  Even when I asked repeatedly about the **** days he said it would be three and he was headed "straight to *****".  This caused a huge amount of stress and resulted in major expenses on our side that were not necessary.  It took 19 days for our items to arrive and the only updates I had were those I called for- surely you also have recordings of those calls as well.  

  It is obvious that you are not going to address these issues or take any responsibility or ownership.  We will now decide if we want to take other outside action.  We are obviously not going to get any relief or even an apology.  An apology that I was upset or dissatisfied is not the same as an acknowledgement of these two huge issues being a problem.  

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