ComplaintsforMiracle Movers Raleigh

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Miracle Movers did very little to ensure that the items moved on and off the truck were wrapped properly and secured. On their website, it states states We Guarantee that all your belongings are securely wrapped before we move a single item. This was not performed on some of our major furniture items where our furniture was nicked, scratched, and pieces were missing. We understand that during a move pieces of furniture will be inadvertently damaged but what happened to our dining room is inexcusable. When the dining table that was passed down to me from my mother was taken off the truck on May 25th there was a large scratch on the table and multiple scuff marks. I immediately saw the damage and asked the movers what had happened. I was told that they were moving boxes and other items over the table causing the damage. When they brought the table inside, we could clearly see it was not wrapped or protected like the other furniture items. I asked if there was a cover over the table to protect it when moving boxes over it and was told that they did not do this. This is very negligent of the movers not to care for this piece of furniture properly, as it should have been carefully wrapped/covered with the legs removed like the other tables that we had moved. We filed a claim and were offered a ridiculously low amount to cover the repairs for the dining and the other damaged items. We emailed the company back and stated our case about the dining room damage and requested reimbursement to restore the table to its pre-move condition. I have called over six times requesting to speak with a manager or an individual within the claims department without any follow-up. Each time I called, I was told that a manager or a claims department representative would contact me that day or the next. No one has replied to my calls.

  

  Business response

  08/09/2024

  We are regulated by the North ****************************** We are given specific guidance for damages (valuation). There are 2 types of valuation in the state of North of ********. Basic Value Coverage is .60 cents per pound per article and Full Value Protection. We offer both to our clients and ultimately it is their decision on which to chose. Full Value comes at cost based off the estimated weight of the shipment. Basic Value Coverage was selected on move date. We go over the details of valuation during the initial estimate and also on move day. The pay out based on the weight of the items listed would cover the touch up on the table. Our standard claims form was sent and we have been in communication. We have had 6 emails discussing your claim. We acknowledged receipt of your claim and follow up with Valuation type selected and a description of valuation so you would understand the reimbursement. We need to know what address to send the reimbursement check to in order for you to receive the payment. Please let us know the address to send your check to.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This review is about the lack of communication after damage was done to our neighbors property on 2/3/24 after the Miracle Mover driver backed his truck on their property damaging the driveway and landscaping. The moving truck was stuck so severely a tow truck had to be called to extract the Miracle Mover truck. While someone did come and repair their landscape (threw some straw over the damage), they have yet to repair their cracked driveway. I have been calling and emailing to no avail. My neighbor has also been trying to get a response but also has been ghosted. She was able to connect with one manager but shortly after, got no response from calls and emails and we then were told by someone who came out to repair the damages to MY property (broken antique table, oil and tire marks all over driveway and a ********************** storage) the gentleman was no longer with the company. The estimate to repair the cracked driveway is $350. In my opinion, its not a huge amount to just fix it and not risk your reputation over. I have already told my realtor that they should take Miracle Movers OFF their recommendation list. This is ridiculous to be dealing with this 3 months after the move! And as of this review, we still cant get anyone to call or email us back.

  

  Business response

  05/06/2024

  This is not a customer of ours at ********************************************* of ********** We have no record of her, or doing a move at this address, and we have not had any of our trucks stuck in *********, **, or a truck needing to be towed in *********. This complaint needs to be removed from our record. I reached out to other Miracle Movers locations and it appears that this was from Miracle Movers of Raleigh. Please file the complaint with that location as we are completely different entities. Im sorry to hear that this happened but there is nothing we can do in *********.

  Customer response

  05/07/2024

  We had employed Miracle Movers for our move from ****,** to *********, ** on Saturday, 2/3 for the loading of the home in Apex and  Sunday, 2/4 for unpacking in *********.  The truck backed into our neighbors property on Sunday, 2/4 getting to our house. This was before anything had been unloaded from the truck.  

  

  Business response

  07/31/2024

  This has been completely resolved. We took ownership of the things we damaged and reimbursed/repaired. We paid for and had the landscape repaired. We did not crack the driveway, we did cause some landscaping issues which we resolved. The tow truck could have cracked the driveway but we did not cause the crack. If our truck cracked the driveway it would've cause a lot more damage than $350 worth of repairs. Our trucks on average are ****** lbs. The ** that was lost was immediately replaced with a brand new **. The ** was direct shipped to the customer brand new in the box. We sent a repairman out to fix all furniture damages. All these repairs, replacements were done to go above and beyond. The customer had Basic Value Coverage which only covers .60 cents per pound per article. However the things we messed up we took ownership of and repaired or replaced.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  You guys are absolutely horrible with your excuses. Below is the review I posted on ******* I know you don't care, but at least you will know you are a true unprofessional business.We had 2 homes, a garage and 2 storage units moved at the end of January. I have left numerous voicemails, called and transferred to employee after employee with no resolution. We are missing valuable boxes and items from this move and furniture that was damaged. One of the homes we had loaded up was a rental unit and the front porch metal railing was pulled back from the home that the landlord would like payment for when the team was bringing furniture out of the front door. We were not told that the trucks would not be unloaded the day of the move. One of the trucks ended up in the ditch of our driveway. Instead of having the other truck go ahead and unload at the new home they said they had to wait together and the trucks would have to go the next day which left us without a bed to sleep in for the night. We were told the trucks would be brought to their facility for safe keeping overnight. After my last attempt today I was told that I needed to file a claim. After 5 months and this just came about? Why did it take me calling again today and explaining I would not be making another call to the company? The next call would be my lawyer for someone to tell me I need to file a claim? Wrong on so many levels.

  

  Business response

  08/15/2023

  We are sorry to hear that there were issues during the process of your relocation. Here at Miracle Movers, we certainly try our best to ensure that everyone that moves with us has as stress-free as possible moving experience, which averages 10 to 12 households each day.

  We have very high standards for our movers and every day they go above and beyond to move entire households. While they perform nothing short of a miracle during each move, rain or shine, we hope to prevent any issues arising, although with so many moving parts throughout the relocation process, it is impossible to avoid all issues from happening.

  Even though we all try our best to prevent any issues from happening and with a team like ours that strives for excellence and giving the best possible service, they are very few and far between, but when an issue does occur, it doesnt make it any easier for our clients and we wish that wasnt the case.

  After reading this review it seems that there *** have been some miscommunication, which we thoroughly regret. A move of that size and distance is always a 2-day process and the work order notes for that move listed it as being scheduled for 2 days and if in fact that was not fully explained up front or ensure that it was not understood on the clients end, then the personnel that coordinated this move did not perform their responsibility to the fullest.

  Regarding any sort of damage that *** occur throughout the course of any move, they are processed through our claims department. It is standard practice for our personnel to direct any claim to our claims department right away. Again, that shouldve been communicated with this client immediately. Although the entire claims process can take 30 to 60 days, our claims staff has an impeccable response time. There is no doubt, had they been aware of any sort of damage, it wouldve been tended to right away.

  The office personnel that set up and coordinated the move in question was let go from our team several months ago due to issues such as this, and other practices that are unbecoming of Miracle Movers track record as a company to go above and beyond to please its valued customers. Unfortunately, the outcome of an unsatisfied customer is what it took to remove this individual from our team before we could catch it. The majority of our moves come from the referral of a friend or family member that has moved with us, which is why at the end of the day, our goal is to make sure every one of our customers is satisfied and we will do everything we can to achieve that goal.

  
  

  If there are any further questions or concerns, please do not hesitate to contact us as ************

  Customer response

  08/15/2023

   
  Complaint: 20258266
  
  I am rejecting this response because: we were never told the truck would be stored in YOUR private facility overnight. There were multiple trucks that left early, by noon, and had ample time to  unload at the new property. Instead they waited around for the truck stuck in the ditch. 

  As far as former employees being released for "the same thing" seems to be self-explanatory. Completely unjustified why our stuff is still missing and some items from overseas can not be replaced by going to a local store. Thanks for the lack of response until going through this route. As a business that strives for excellent service, there are many opportunities for you to get better. Thanks for nothing. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/21/2023

  We are issuing a check for claims reported. The customer signed for and agreed to Basic Value Coverage. Check has been sent to customer.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our move date was 7/2022. It is now 3/2023 and still no resolution. Miracle Movers has failed on multiple levels. From the virtual walk through that under estimated the amount of items to be moved to movers showing up late and under staffed with too small a truck. We made 6 trips in our personal vehicles to move the items that did not fit on the truck. We were charged $1000 over the estimate, damage to the town house we are renting and to our personal items, 8 months to this point and we have been given excuses after excuse and still are told someone will get back to us. We have provided pictures and estimates but still no movement. One of the employees actually told us this month to be patient as she was busy with payroll. DO NOT USE Miracle Movers.

  

  Business response

  03/14/2023

  I was just made aware of this issue and it has been resolved. We have issued a credit for $400 as well as paying to have floor replaced. 

   

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

  Managing Partner

  Customer response

  03/14/2023

  
  Complaint: 19593927
  
  I am rejecting this response because: the company has been aware of these issues for 8 months. We had to dig to find an email of someone in a position to make something happen. At least 6 different employees shuffled us around and made excuses. I had to threaten an email blast to ******** *** and ******* ******** *********** of which I am a member to get any response. The credit was accepted because my wife and I are sick of dealing with such a lousy company and lack of professionalism. Even their floor vendor was waiting for confirmation on the repair estimate.
  
  Sincerely,
  
  ******* ******

  

  Business response

  03/15/2023

  We agree this took too long to get handled. At the end of the day all we can do now is make it right, which is exactly what we have done. Client elected basic valuation insurance. Having said that they were entitled to .60 cents per pound on damage. We have gone over and above that. Once again we apologize for it taking so long. Think its simple time to move on. We have a great name in our community and do a lot to help our community. Sorry you had a bad experience. I don't see that there is any more here to do. 

   

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

• Initial Complaint

  02/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The mover broke the base completely off of a halogen pole lamp and then put the pieces in a back room, presumably where I would not be able to get to it and notice right away, as I am in a wheelchair. They also broke a hand-made towel shelf. Lastly, they failed to return my new furniture dolly which I had not even lend them. They left here quick, before I got here from the old place.

  

  Business response

  03/21/2023

  ******************,

  We do not show a customer with your name in our system. Are you sure we moved you? If in fact it was our location I am happy to stand behind this and help you. But I would need to see they paperwork you signed to prove we actually did handle your move for you. Was it done under another name by chance?

   

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

  Managing Partner

• Initial Complaint

  07/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Miracle Movers is giving me the run around on a very expense ***** ****** Mattress they failed to cover/ wrap to prevent damage. The crew removed the cover which voids the warranty. The stuffed my ***** ****** Mattress in the back part of the cab of the truck. It was rainy very heavy on June 27th and they Mattress arrived to the new home wet, dirty and twisted with lumps. So far Miracle Movers have been very rude about the issues they crew created by not taking care of my belongings properly. Statement and Issues with Moving Company Miracle Movers I do not agree with Miracle Mover’s ‘Standard Proof of Loss and Damage Claim Form’, as it protects Miracle Mover’s interests and not the Customer/Claimant. Therefore, I will not sign the form. Please use this letter as my formal complaint. I expect reimbursement from Miracle movers based on the information provided in this letter and the pictures I provided to Miracle Movers management. Background: My process started in January 2022 looking for moving companies. I have provided pictures to ***** and ***** for all damages to both homes. Rep ****** *. came out twice and provided a quote which stated the move could be completed in 1 day with 5 crew members and 2 full size trucks. The crew arrived on June 27 th around 9:45am with 4 team members and 1 full size truck and small truck. The crew leader complained as soon as he walked through the home stating they could not complete the move in 1 day and did not have enough team members. He stated because it was really hot, they could not guarantee our items would not be damaged. And the longer the crew would be required to work, the chance of items or the home could be damaged. Only 3 of 4 crew members were working. One crew member complained and argued consistently. I reached out to Miracle Movers to speak with someone about my concerns. I left messages but never could actually speak with someone. Two hours into the move, 2 more guys showed up to help and once again the team me

  

  Business response

  07/12/2022

  Good Morning,

  In response to the claim that still has not been properly filed with Miracle Movers. We are by no means giving ******* ******** any sort of run around. She was given a claim for which is provided by the North Carolina Utilities Commission for household goods. She refuses to submit that. However ******* did provide us with a estimate to repair the yard and the walls that were damaged. I have attached all of her paperwork as well as the check that has been issued to fix those items. I would like to make mention that Ms. ******** move took place during a day it was raining and storming bad. We do wrap and try to protec things to the best of our ability. Having said that when it is storming it is impossible to move someone itmes without them getting wet. Secondly I would like to note that a ***** ****** bed has to be defalted in order to move it. When you do that it is almost impossibe to wrap it and keep it wrapped becasue it is so flimsy. Miracle Movers does not deny that it did get wet. I was sent pictures while the move was taking place, I personally told ******* that we could have a professional cleaning company come out and clean this for her. She absolutley said that was not exceptable. I explained to her that she did not purchase full valuation and therefore insurance would not purchase her a new one. She demamded that the crew take it out of her house and throw it away. 

  I have attached her paperwork that she signed prior to the move. You can see Ms. ******** elected to have basic valuation which pays her .60 cents per item of damage or lost. I feel Miracle Movers has done nothing but try to help get this resolved. As I stated the check for the lawn and walls have been sent to her. I am happy to issue a check for the weight of the mattress. Please advise if that is what you want me to do. Once again Ms. ******** has not submitted the claim form or been willing to follow any of the company policies or rules set forth by the North Carolina Utilities Commission. 

   

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

  Managing Partner

  Customer response

  07/12/2022

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

  1) The statement that I spoke with ***** is false. ***** refused to call me after several text message asking him to call me directly.

  2) The ***** ****** mattress was never packed. The movers thought it was a “blow up mattress” which is why it was muddy, very wet and the valve was broken. As explained to ***** several times, this type of damage is not covered under our warranty. The mattress could not be repaired which is why it was returned to Miracle Movers as evidence.

  3) The movers arrived around 9:45am. The ***** ****** mattress was loaded to the very back of the truck prior to the rain (which started around 3:00pm). Which means it was damaged in transit.

  4) The 3rd crew from Miracle Movers stated several times the 1st truck was packed incorrectly. And that the mattress should have never been packed at the back of the truck. It is important to note the mattress was not carried out in the rain.

  5) I sent ***** an email explaining why the claimant form was not signed. The form protects Miracle Mover’s interest and not the interests of the customer.

  6) It was obvious the 1st and 2nd Miracle Mover’s crews were inexperienced as also mentioned by the 3rd crew.

  7) All of the issues and damages we experienced was due to Miracle Movers hiring very inexperienced workers; who said they were use to only working half-days. Outside of the claimed damages, boxes were strewn about everywhere in the garage; furniture was not put back together; we could not find screws and parts to assemble furniture; the amount of labor me and my family spent to reorganize the mess and assemble furniture was never recognized by Miracle Movers. How does Miracle Movers account for these impacts?

  8) There has been no communication from ***** on the amount to be reimbursed. We have also not received a check.

  9) An email was sent to the owner of Miracle Movers, ***** *******, on July 7th asking for his intervention. We have not received a response to date.

  10) As a customer who started planning our move with Miracle Movers in January, 2022; I remain appalled at *****’s lack of responsibility, untruths and continuing to blame the customer for such a terrible experience.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/28/21, I received an estimate for my move from ******* NC to ***********, VA. That estimate was for 10,000 lbs. I showed them everything in the house. We even had additional furniture that I did not end up bringing with us, including 2 sets of table and chairs. We were estimated at $1295 inbound. We ended up paying $3172.50. We did decided we wanted full insurance which was $400. The 400 was included in the 3172.50. We then were informed that there the outbound price would not change. That was for $5,814.99. I was told when scheduling for the move that a 20% charge was due before they were able to bring my items. I paid them $1,162.99. I was informed during my estimate walk through, the trucks would be weighted prior to coming to my house and picking up. The trucks would then be weighed again once my items were on the truck to determine the actual weight. I was under the impression this had been completed and there would be no additional charges. I scheduled my move for December 20th, 2021 after asking what they had available for them month. I received a confirmation about the move on December 19th confirming that my move would be happening the next day. No one showed on December 20th to my home. I called the company and was informed that my items were getting put on the truck that day. When I informed them that the items were to be delivered on 12/20, not loading , I was informed I was not correct. I informed the company that I received several confirmations for the date stating it would be delivered. I was informed that the items would arrive the following day. On December 21st, they showed around 12 pm. I was then told that my payment had gone up again to $7775.60. I was then required to pay before they unloaded to get my items, even after I informed them of the amount that I was given. I also had to pay an additional fee of 4% due to not knowing this amount prior and being able to give a certified check. I was also told I would be contacted and wasn't.

  

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2022/01/07) */ I am sorry to hear that the *********'s are not happy with the service provided. As to the move into storage this was a local time based move. It looks like it did take longer to do the move than was estimated. To address some of the longer distance issues, yes we do collect a 20% deposit on all long distance moves. That is company policy. All interstate moves are based on weight and distance. This is regulated by the FMCA. By law we are to weigh the day the move. So we would have to weigh the truck that we are using to deliver your items. So there is no way we could have legally weighed before we put the items into storage. Secondly had we weighed before went into storage the storage and warehouse handling would have cost your more as well. This is done based on weight. They were charged based on our estimate of 10,000 lbs. As to the credit card processing fee this was on the estimate as well the wording that this was a non-binding estimate, it clearly explains this is not the final amount that the total will be based on final weight. I have attached all documents which explains weight, charges and everything. Miracle Movers does everything we can to be honest and transparent with all of our clients. That is why we have such a good name in the community and industry. It bothers me if there is ever a client that isn't happy. Unfortunately due to rising cost as well as inflation we just do not have the margins on this type of move. It is very expensive to do these long distance moves. I would be happy to refund the difference of the estimate and actual charges for the move into storage if that helps. That would be a refund of about $1000. Sincerely ***** ******* Managing Partner Consumer Response /* (3000, 7, 2022/01/10) */ I appreciate your response. I was also unable to add to my original description due to limited characters. My daughter's headboard was damaged and also have several dishes that were smashed including 3 heavy bowls, a glass pitcher, and 2 wine/beer glasses. Business Response /* (4000, 11, 2022/01/10) */ Miracle Movers is happy to handle the damages that took place during your move. This is would be settled based on the valuation you elected at the time of the move. We would just need you submit a claim to our office. More Information from Consumer: we will accept the refund of 1000. I will also submit a claim for the damaged items and contact the office. Please contact me for the refund as we are having problems with our mail and internet right now. I would prefer to have it sent to the card on file but if a check is sent I will need to give another address. Thank you for your assistance. Consumer Response /* (3000, 26, 2022/01/31) */ 1/28/21 The company has not yet contacted me nor have I received the $1000 refund promised by Miracle movers. Business Response /* (4000, 34, 2022/02/23) */ ***Document Attached*** I have attached the refund check and showing that this check has already cleared our account. We find this claim solved and resolved. 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. ↩