Complaints

This profile includes complaints for Golden Glove Movers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Golden Glove Movers

  781 River St Paterson, NJ 07524-1318

  
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  Golden Glove Movers

  12-45 River Road Suite 362 Fair Lawn, NJ 07410-1812

  

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:09/28/2024

  Type:Delivery 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.

  My fianc and I hired Golden Glove Movers to move her belongings from ******* to **. Belongings consisted of approximately 30 boxes and ********************** a bed, wardrobe, chair, chest, bicycle, and exercise bike. The truck arrived on Monday 9/16/24 - after initially telling me they would arrive Saturday night or Sunday. I received no interim communication. I showed the driver where furniture and boxes would be brought, and he said his partner had a hip replacement and couldn't negotiate the stairs - and that they and loaded a house in front of my fianc's furniture the day before - and it had to be relocated. It was obvious almost immediately that the helper wasn't physically capable of doing much, so I carried many of the boxes into the house. The movers took the bed upstairs - but nothing else.After the movers left, my fianc arrived and inspected what had been delivered more closely. ********************* were missing (broken in transit?) and contents had been dumped into boxes. A few small items had been ********* fianc' contacted the mover to complain about their service. They told her to leave everything where it was, and they would send two movers to address all concerns. We received no further communication for two days, at which point she was told the original two movers - the men who didn't seem capable of taking anything upstairs, would return. We refused and requested a monetary adjustment instead.We have no gone back and forth with this company for two weeks without reconciliation. We moved most of the belongings to the second floor ourselves, with the help of family and friends. Communication from mover is very sporadic - calls are returned days later, or not at all.We only want the service we paid for - or an adjustment for what we didn't receive.We used this company before, recommended them to friends who used them, but we will never recommend them again. My advice to anyone who sees this is to find another mover.

  

  Business Response

  Date: 10/09/2024

  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 are pleased that the customer had decided to relocate with us once again as they had a great experience on their first move, and we apologize that the second experience did not go as well. 

  Items were picked up on September 19th and delivered on the 23rd, upon making reservation with the company and based on our contract with the customer we have up to 14 business days to deliver goods, due to the customer being a ***eating customer it was our goal to provide them with the best service possible which we dispatched a truck going directly to ** with minimal stops on the way and customer received delivery within 4 days. 

  The customer was traveling from ** to ** but her fiance was in ** already, at the time of delivery the customer was not there and all communications were with the fiance, he instructed us where each item should go and we had completed services to his request. Once the customer got to ** she called the company the next day letting us know that not all boxes were brought upstairs and that she would like us to get that done for her, we apologize for any inconveniences and explained that we had no problem taking boxes upstairs and putting items where they need to go as this is what she paid for, but due to the instructions of her fiance the movers did what they were told. 

  She understood and agreed that the fiance should have also been more specific with the movers so she can have everything in place, at that time our supervisor made the decision to accommodate the client and try to get a crew from our NJ location to go back and help complete her request for no additional charges, unfortunately the client was 2 hours away from our warehouse and we did not have a crew available for the next 4 + days so we offered to have the same crew that delivered the items come back she wasn't very happy with that decision but agreed that this is the fastest way to fix this situation. 

  The movers then called the next day and got no answer they left a message as well and no one called them back so they had to leave to drive back to ** to continue there trip, once again the customer only called us back the next day to let us know that no one came back. Our customer service *** spoke with the customer and explained to her that the ********************** tried reaching out to her and no one answered. We apologized but at that point there was nothing else we could have done as the customer explained that she already moved her boxes to the second floor on her own and that she did not want the same movers that came to deliver the items return so she just did it herself but she does want a refund for doing so. 

  Golden Glove Movers did try numerous times to assist in resolving this issue to the best of their abilities, we offred free help although the move was over and no calls were made to our office at the time of delivery letting us know that something was wrong that could have been handled right away while the move was in progress and movers were still there,  and as a reminder the actual customer was not there and arrived after the movers left and was unhappy with were the items where told to be disbursed. 

  Golden Glove movers still took the time to try and accommodate the client along with offering her a $200 goodwill reimbursement for being a ***eating customer to try and rectify the situation and keep the customer happy. 

  Till now we have not received any response to our goodwill offer a settlement form was sent to her for her approval, we are more than happy to still provide this discount please have the customer contact us directly or email us back the settlement form signed for reimbursement. 

  Feel free to contact us at anytime for any further questions or concerns we hope that our response is satisfactory to the client and the BBB. 

  Customer Answer

  Date: 10/09/2024

  
  Complaint: 22352631
  
  I am rejecting this response because: information provided by business is not correct. Specifically - the movers made it quite clear on arrival that a wardrobe, chest, and other items would not be taken to the second floor. They even specifically asked where I wanted them stored temporarily. They also left moving blankets to facilitate relocation of items to the second floor when I was able to obtain assistance to do so. In addition, we made it quite clear via business attempt to reconcile that we did not want the same moving crew to return to finish what they hadn't completed (one of the movers was disabled due to a hip replacement and had extreme difficulty with stairs). Lastly - a $200 refund was offered, but only if said offer was printed, signed, notarized, and mailed back via the ****. Thirty days after business receipt of the signed notarized agreement, a check would be sent via ****. Business was notified that this is totally unacceptable and has yet to respond five days later. The original moving contract was signed online via Doc hub with immediate payment via credit card. I expect the same service for the refund. Lastly, communication has been far from timely from business - often taking 3 or 4 days and multiple calls to receive a response. If business would like those contacted, names can be provided.

  
  
  
  Regards,
  
  **** ******* ******

  

  Business Response

  Date: 10/24/2024

  Thank you for allowing us to respond back. 
  As our previous response indicated we at no point refused to complete the delivery according to the clients request, we got hired to move off load and set up items in there designated rooms, if the clients authorized  personal at the time of delivery did not request that to happen the movers would not know where everything needs to go. The movers had no problems to complete there tasks and they were very happy to come back and do anything else they were told, but as the customer stated she refused the call from the movers after our supervisor and her agreed they will be returning. 
  As we do understand the stress behind a relocation move we truly did want to do our best to satisfy the customer. 
  We did request her to return back to us a settlement form as that is our company policy, the form indicates that within 30 days payment will be sent back to her we have all the intent to provide a refund much sooner than that. If the client can please only sign and send back we will insure a check to be sent back within a week given the check coming from out of state. 
  

  We hope that our answer will resolve these issues to the customers satisfaction. 
  

  Thank you. 

  Customer Answer

  Date: 10/24/2024

  
  Complaint: 22352631
  
  I am rejecting this response because it incorrectly states what happened- just as the business's original response did. 

  I REPEAT:  The movers were incapable of moving furniture/boxes to the second floor of my residence. Two personnel were sent, one of whom had a hip replacement and struggled with steps. They made it very clear as the final items were unloaded from the truck that they would stage furniture in a first-floor empty room for when we had the opportunity to move it ourselves to the second floor. They even left moving blankets for whenever we were able to get the items moved.
  

  We refused the business's offer to have the same movers return to relocate items to the second floor - BECAUSE THEY COULD NOT DO IT THE FIRST TIME!  They quite simply could not negotiate the steps - one of the movers had a hip replacement and had ******************.
  
  Furthermore, the business states that they will send a minimal refund- approximately 6% of total cost - within 30 days of us returning a signed and notarized statement of their documentation of what happened. REALLY?  The original contract was signed online via docusign with credit card payment minutes later. But now a statement sent via email must be printed, notarized, and mailed via **** to receive a nominal refund 30 days later? REALLY?

  Just to show how incompetent Golden Glove movers is - the minimal refund of 6% was issued via Zelle after original email was returned via an on-line signature. If they can't keep track of their own refunds, you can certainly understand why that can't move items to the second floor of a residence. It's because they shouldn't be in the moving business.

  CONTINUALLY REPEATING THAT MY ORIGINAL STATEMENT IS UNTRUE SHOWS HOW GOLDEN GLOVE OPERATES THEIR BUSINESS. WHY WOULD I EVER TELL A MOVER TO LEAVE EVERYTHING ON THE FIRST FLOOR SO I CAN CARRY IT ALL UP TO THE SECOND FLOOR???? I'M 67 YEARS OLD!

  I HIGHLY RECOMMEND THAT THIS MOVER BE AVOIDED AT ALL COSTS.
  
  
  
  Regards,
  
  **** ******* ******