ComplaintsforShleppers Moving & Storage

• Initial Complaint

  03/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I moved Nov 27 2023 within Manhattan. They damaged my new apartment and belongings. If I have to pay for these repairs myself, it will DOUBLE the cost of my move. They took off the legs of my couch and lost the feet when they put them back on. They scraped my floors more than once with those damaged couch legs. There are splinters and the floor boards have to be replaced. They also sliced the couch with a box cutter when removing the protective padding. They chipped the wall, presumably by smashing my coffee table into it. They shattered the glass table. They also cracked a glass lampshade and broke a decorative metal bar on my vintage dresser. I watched one of the movers slam the filter cover on my a/c shut twice before I intervened, but he had already broken off part of the unit. I filed a timely complaint, and they have been refusing to pay for the floor and wall, even though the bill of lading doesnt apply to damage of real property. They ignored quotes because they've decided they don't want to pay that much. They are currently offering 15% of the cost of apartment repairs, after months of back and forth. This does not include the cost to repair the other items. The bill of lading itself is questionable. They highlight the option to initial that rejects the standard valuation and offers .60 per pound instead, and they presented the contract to sign in a rush after they had my stuff in their truck. They also didn't provide me a copy. To accept a higher valuation requires extra fees/cost, but those spaces are left blank. They don't include in the contract what that payment is, so there's no knowing waiver of the extra insurance options. If the extra charge had been reasonable, I would have selected it, but Im not willing to sign a blank contract either. In any event, the contract is for shipped goods, not damage to real property.All of this conduct appears to be their usual course of business according to other reviews.

  

  Business response

  03/04/2024

  Dear BBB,
  We appreciate the opportunity to address the concerns raised by the customer and provide an update on the ongoing efforts to reach a satisfactory resolution. In response to the customer's dissatisfaction with the initial settlement offer, we have taken proactive steps to increase the settlement refund in good faith, despite our position of not accepting liability for the claimed property damages. A new settlement offer was sent to the customer earlier this morning with the aim of swiftly and positively closing this matter for all parties involved.

  
  It's important to note that while we do not accept liability for the claimed property damages, we acknowledge the customer's concerns and have increased the settlement refund in an effort to come to a positive conclusion. We remain committed to addressing the customer's grievances and working towards an amicable resolution.
  
  We trust that the new settlement offer will demonstrate our commitment to addressing the customer's concerns and achieving a positive resolution.

  We are dedicated to upholding the highest standards of service and will continue to work diligently to bring this matter to a satisfactory conclusion.
  Thank you for your attention to this matter, and we remain open to further communication and collaboration in the pursuit of a positive outcome.
  Sincerely, Shleppers Moving 

  Customer response

  03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Their rejection of liability for the property damage is exactly the issue.  I just bought this apartment and the floors were refinished.  We did an inspection on the 19th on November. These issues did not exist. I closed on the 20th and stopped briefly at the apartment before going out of town for the rest of Thanksgiving weekend until the 26th, and I stayed at my old apartment that night. I actually took a picture on the 20th of the floor where the damage occurred.  I can provide it and proof of my plane ticket if that's helpful. I did not stay at the apartment and I did not move furniture in until the 27th (the day of the move).  The scratches, of course, match track the couch that they moved from my last apartment and placed in the new one apartment. I noticed the damage after they left and I began to unpack items. I took a photo at 6 pm that night.  According to their own records, they left at 4:40 pm.  This damage could not have happened except for by them. I sent them an email two days after the move with the majority of the damage noted.  The damage itself was only possible because they took the legs off my couch for the move; and the feet on two of the legs were not on the legs when they replaced them.

  Their denial of property liability is new. They first told me to get two quotes to fix the damage, and then decided not to pay because it was too high.  Their increased settlement numbers cover less than 20% of what it will cost to repair their damage.

  I will also note that their response does not address their questionable contracting tactics.  They also have similar reviews on Yelp for the same carelessness, such as clashing couches with box cutters when they remove the padding. 

  I have informed the company what I want for this to be settled, which is to be made relatively whole. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  03/20/2024

  Dear BBB
  Re: Response to Customer Complaint - Claim Settlement Refund
  
  We write in response to the recent complaint from  ************************;regarding the claim settlement refund for their move.
  Shleppers apologizes for any inconveniences caused during the move. After a thorough review of the situation, we have allocated a claim settlement refund for all line items listed on the customer claim form. Additionally, a settlement refund has been offered for the property, even though the movers were not shown any damages on the day of the move.  We understand the importance of ensuring that our customers are adequately compensated for any loss or damage that *** occur during the transportation of their shipment, and we are committed to addressing all concerns in a fair and respectful manner.
  
  We understand the customer's desire for a positive solution, and we are committed to working with them to address any remaining concerns. 
  Shleppers values the satisfaction and peace of mind of our customers, and we are dedicated to ensuring that all claims and settlement processes are handled with the utmost care and consideration.
  
  We appreciate the BBB's assistance in facilitating communication between Shleppers and our customers, and we look forward to the opportunity to reach a mutually satisfactory resolution.
  Thank you for your attention to this matter.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 12, 2023, we paid Shleppers $2436.16 and requested a refund because of our egregious experience:1. Service - The movers arrived one person short (3 instead of 4). When we called dispatch, they said a 4th person would be coming soon. When the 4th person didn't come, she told me we didn't need him but if I felt like we wouldn't meet our deadline of leaving the first building by 1 and the new building by 5, then I could call again. I told her that two years ago I moved half the volume with 3 people, so 3 did not make sense for double the volume, but she told me to "trust the guys." At 2:30pm we called AGAIN to say we are way past the deadline and had concerns about being done by 5. They said to trust the guys more. The movers finally reached the new building at 4:30pm, 30 minutes before our elevator cutoff. The building threatened to cancel our move entirely and only made an exception because I'm pregnant. The movers said they could unload in one hour and be done by 5:30. Instead they were done at 8:30 only because my husband and father in law had to unload the truck.2. Mounting/Dismounting TVs - Shleppers' contract charged $300 for a separate person to mount our TVs. No one showed up and the movers said they did not know how to mount.3. Boxes - the boxes they used had old labels so they put boxes in the wrong rooms in the new place and we had difficulty finding anything. We also found a cockroach in one of the boxes.4. Broken/Ripped items - One of the beds came with the headboard separated and no screws. The nightstand came with one of the legs broken off. They broke multiple kitchen items, ripped pillowcases by opening boxes with knives and damaged the floors in multiple places which we have to pay for.We spoke to the claims department during and after the move and submitted a claim. Out of almost $2500, they are only offering $75, which does not even begin to cover everything including services charged but not provided.

  

  Business response

  11/06/2023

  Good Afternoon BBB, 

  We at Shleppers would like to apologize for any inconvenience caused during the move that took place on 10/13/2023 under the supervision of ******************* Job#******.

  It is our utmost priority to ensure customer satisfaction and we sincerely apologize for any issues that *** have arisen during the moving process.
  
  Our claims department promptly sent a claim form to the customer and it was received back by us on 10/18/2023. We understand the importance of resolving complaints in a timely manner, and therefore, a settlement refund offer was sent to the customer on 10/19/2023 for the service complaint submitted.
  
  We would like to inform you that the customer has the basic carrier valuation coverage of $0.60 per pound per article. Additionally, the customer has already received $500.00 in move discounts. Keeping these factors in mind, our claims department has sent a settlement refund offer for the service complaint.
  
  It is worth mentioning that Shleppers does not charge by the hour, truck, or man. We also do not charge for assembly or disassembly as this service is complementary to our customers. We genuinely apologize for any issues that *** have occurred during the move and assure you that we have thoroughly reviewed the service claim. As a result, we have decided to increase the claim settlement refund for the customer.
  
  We genuinely hope that this updated settlement offer provides a satisfactory solution for all parties involved. Customer satisfaction is of utmost importance to us, and we are committed to resolving any concerns or issues to the best of our ability.
  
  Once again, we apologize for any inconvenience caused during the move and appreciate the understanding. 
  
  Thank you for your attention to this issue.

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As a preliminary matter, the settlement offer was not sent to us on 10/19. It was sent to us on 11/5 after we followed up with Shleppers repeatedly. In addition, pages 3 and 4 of the attached moving agreement demonstrate that Shleppers DOES charge for mounting and dismounting of TVs and charged us $500 total despite the movers not being familiar with how to do either service. Finally, even with the slightly increased amount, $175 does not begin to cover the egregious treatment by dispatch, the replacement cost of the damage to the bed, nightstand and pillow cases ($150), the additional cost we had to pay another company to mount the TVs ($300), the monthly storage fee I was paying only to have my bed and nightstand damaged ($160) and labor costs for my husband and father in law who were forced to help unload the truck. 

  Quite frankly, given everything that occurred and the amount of times we called the claims department during the move to raise concerns, we find Shlepper's offer to be insulting. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  12/28/2023

  Good Afternoon BBB, 

  
  We at Shleppers would like to apologize for any inconvenience caused during the move that took place on 10/13/2023 under the supervision of ***** **** ***********
  It is our utmost priority to ensure customer satisfaction and we sincerely apologize for any issues that may have arisen during the moving process.
  We are responding to the resent response from the customer who is unsatisfactory. We sincerely apologize. 
  
  As mentioned previously,  Our claims department promptly sent a claim form to the customer and it was received back by us on 10/18/2023.
  

  We have sent our answer and have sent the settlement to the customer based on the terms on their contract. The settlement is full in final. 

  
  We would like to inform you that the customer has the basic carrier valuation coverage of $0.60 per pound per article. Additionally, the customer has already received $500.00 in move discounts.
  Keeping these factors in mind, our claims department has sent a settlement refund offer for the service complaint.
  
  It is worth mentioning that Shleppers does not charge by the hour, truck, or man. We also do not charge for assembly or disassembly as this service is complementary to our customers. We genuinely apologize for any issues that may have occurred during the move and assure you that we have thoroughly reviewed the service claim. As a result, we have decided to increase the claim settlement refund for the customer.
  
  We genuinely hope that this updated settlement offer provides a satisfactory solution for all parties involved. Customer satisfaction is of utmost importance to us, and we are committed to resolving any concerns or issues to the best of our ability.
  
  Once again, we apologize for any inconvenience caused during the move and appreciate the understanding. 
  
  Thank you for your attention to this issue.

  Customer response

  12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Shleppers simply keeps sending the same stock response without resolving the issue or addressing our request for a refund, especially for services not rendered. Therefore the complaint is not resolved and we continue to be disappointed with their lack of cooperation.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Shleppers to move me from ******** to SC. The team that picked up my items in *** were fantastic and would recommend any day. But then things took a turn upon delivery in SC. As they were unloaded the boxes, I noticed the majority of the boxes were extremely damaged. I knew for sure items would have been broken at the absolute lack of care that was taken. Then one of the movers asked me if I was miss a lamp box about this high (gesturing to chest height). I said, yes it looks like I am! The lamp box had 3 floor lamps in it that the movers packed in ***. He responded by saying he thought so and that they delivered it to the stop before me in **************. He told me not to worry about that I just needed to contact customer support and they would schedule a crew to pick it up from the previous customer and then deliver to me. I thought easy enough. Once I finally got in contact with customer service after several days of trying, they told me to just fill out a claim form. I kept explaining the above, that I shouldn't need to make a claim, that the delivery crew told me they knew where it was and just needed to be picked up and delivered to me. Customer support claims that they contacted the customer of the previous stop and they said nothing extra was delivered. Well, of course they are going to say that...they just received 3 extremely nice lamps that cost over $1,000 for all 3. They also claim the delivery drivers never said such thing and they delivered everything. So now I'm stuck waiting on a claim form to be processed of which I will receive 60 cents per pound. Shleppers was grossly incompetent with this move. I didn't bother to mention the dishes and glasses that were shattered from their lack of care in handling the boxes. But to "lose" $1,000 in lamps and claim their delivery drivers never said such things to me is an extremely poor way to run a business. I should have stuck with Piece of Cake moving, who I've never had any problems with.

  

  Business response

  10/05/2023

  Subject: ************************* Job#****** - Missing and Damaged Items Claim
  
  Dear BBB,
  
  I am writing to inform you of a claim filed by *************************, regarding missing and damaged items during his recent move with Shleppers Moving. The details of the claim are as follows:
  
  Missing Items:
  - Lamps (1) box
  
  Damaged Items:
  - ************************* cup
  
  Upon receiving the claim on October 4, ****, our team immediately initiated a search within our warehouse and conducted interviews with all the movers, drivers, and customers involved in the haul to **************. The delivery driver also confirmed that no items were left behind on the truck. Unfortunately, the claimed missing box containing lamps could not be located.
  
  A claim form was promptly sent to the customer on October 3, 2023, and the claim was submitted back to Shleppers on the following day. Currently, the claim is under review, and we sincerely apologize for any inconvenience caused to *******************
  
  As per the valuation coverage on the account, which is $0.60 per pound per article, we are working diligently to offer a fair settlement that will have a positive outcome for both parties involved. However, please understand that we need more than one day to thoroughly review the claim and determine the appropriate settlement.
  
  Our claims department has a maximum of 120 days to work on a settlement with ************************* Job#******.

  However, our intention is to resolve this claim as soon as possible and provide a satisfactory resolution. We understand the importance of addressing our customer's concerns and ensuring their satisfaction.
  
  Please be assured that Shleppers Moving takes all claims seriously and strives to provide excellent customer service.

  We regret any inconvenience this incident may have caused ****************** and are committed to reaching a resolution in a timely manner.
  
  If you require any further information or documentation regarding this claim, please do not hesitate to contact.

  Thank you for your attention to this matter.
  
  Sincerely,
  Shleppers Moving

   

  Please see cooraspomce below of claims updating customer that claim is under review 10/4/2023
  
  Claim Settlement Proposal (CUSTOMER SERVICE VERSION)
  Last Proposal sent on 10/04/2023 4:19 PM
  Item / ServiceClaim CorrespondenceStatusAmount
  Floor Lamp claimed missing
  10/04/2023 4:19 PM Shleppers: Claim is under review.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/26/2021, Shlepper's ********************************************* company charged my card $2,090.15. They DID NOT provide any moving services and I did not authorize or sign any documents. Two days prior to the move date, I was exploring quotes and they requested my card information to put on the quote they had sent me. I did not sign the quote, I did not sign any authorization to charge my card to move forward. I submitted a claim with my bank, Chase. I've been going back and forth with the bank for a year and a half over this issue, and the moving business has is not cooperating or replying to any communication. Chase bank advised me yesterday that as a next step since declining my claim, to try the BBB for assistance. I've had a broken foot and a torn liagment in my knee, as well as a loss in my family in the last two years. I've been dealing with chronic major depression and anxiety. I physically and mentally am drained at this point and have been going through hoops to get this resolved.

  

  Business response

  04/27/2023

  Good Afternoon, 

  We hope this email finds you well. 

  Upon the day of the move, our movers arrive to move the customer and they were no where to be found. 

  Customer cancelled move same day without any warning. There is 50% move fee for canceling the service same day which is outlined on the customer estimate. 

  Customer is dealing with the bank to resolve billing. Please let ** know what we can do to help. 

   

  Customer response

  04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  I got a quote. I was getting quotes from Uhaul and various other vendors. I did not sign any documentation to proceed with this businesss service. They also charged me 100%, not 50% so theyre not following their own operations. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  05/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Please provide details of me authorizing you to charge my card. The bank told me to work with the BBB and you as the business moving forward. Even if you were right to charge me based on your cancellation policy, you still overcharged me.  Please provide an audit where I authorized any charges. Thanks  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  05/20/2023

  Good Morning, 

  I have spoke to ownership. Although the banks are not resolving , ownership will cut a check for 50% of the move as per the move cancellation terms. 

  We can send you a settlement letter releasing the 50% move total to you. Once the signed settlement for 50% is received back to **, we will then promptly mail a check to the address of your desire. 

  Please let know you of you want to procced with the 50% refund. 

   

  Kind Regards 

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I discovered the movers broke our dining room table and didn't tell us. (They didn't tell us about the other things they broke, and I submitted a claim for those items with the company already.) I believe they intentionally concealed these damages because they wanted to get their tip and leave without me raising the issue then. However, with the table, the movers not only concealed that they broke the table, but they tried to repair it without my permission or knowledge. They found two non-matching screws that were not part of the table and screwed them into the side of the table. They further damaged the table by scratching it, and there shouldn't be visible screws in this solid wood table leg (see pics of attempted repair and other table leg for reference). I am unhappy as I paid a premium to move with a company I thought would be trustworthy and do a respectable job. I could have hired a less expensive option but I wanted to make sure our items would be handled professionally for a local move.Above all, I am disappointed that they acted dishonestly, they knew they broke our table but didn't tell me. I'm upset they tried to fix the table, and did so in a way that isn't acceptable by reasonable professional standards. Further, they did not have my permission to do so. Most importantly, I am worried about the stability of the table leg they tried to repair since it has a heavy quartz top. I have three young kids that play near and under the table and I am concerned about their safety. I would like them to cover the cost of correcting the attempted repair. The repair needs to ensure the table is safe and the repair not visible. If the repair cannot be done I would ask for a refund to cover the cost to replace the table. Again, they did not ask me if they could try and fix it, and the poor quality of the repair made it worse and potentially unsafe. If they had told me they broke the table, I could have hired a professional to repair.

  

  Business response

  03/06/2023

  Good Afternoon, 
  We hope all is well. 
  Customer did report damages and service complaints arising from their past move. A claim form was sent to the customer immediately. Customer filled out that form but later discovered that there was another damage and additional concerns. 
  
  
  This morning the customer expressed via email and phone call  that there is an additional item damaged along with a situation that the customer felt was outside of the claim form process. All damages and issues need to be placed on the claim form for review and refund. This was conveyed to the customer . Customer was advised that the claim form could be reset and reset back to the customer to fill out with the additional damage and issue surrounding. Customer asked for the claim form to be reset and a new claim form has been sent to this customer this morning. 
  
  
   Unfortunately the process for filing a damage or complaint with a moving company must be submitted by the customer and on a claim form. A refund cannot be offered at all without a formal file and claim form to support the claim refund. The transportation industry has strict regulations in regards to the claims and filing. Claims must be filed by the customer detailing "all" damages issues and concerns and submitted to the moving company.
  
  
   We sincerely apologize for any inconvenience and look forward to receiving the completed claim form back to us as soon as possible. We will work very quickly to refund and resolve the customer claim based on the valuation coverage outlined  in customers contract. 
  
  
  Please let us know if you have any questions or concerns. 

  ( New claim form sent 3/6/2023) 

  Customer response

  03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business continues to simply assert that my issue is covered by their claim process, but it is not.  My issue is that their movers tried to repair my table without my permission and did so in a negligent and further damaging way.  Their claim process covers damage to items from the move itselfthis goes beyond that.  I gave them permission to move my furniture (in scope for the claim process), I did not give them permission to try to repair my table once they delivered it.  This is a separate matter I am trying to resolve as best I can with them.
  
  The business is now claiming that the movers not only did not damage the table, but they did not try to repair the table.  Among other things, the business said the movers do not have tools on their truck to do this.  That is not trueamong other things, the movers took apart a king sized bed and frame, a twin bunk bed and a crib with tools,moved them, and then rebuilt them in our new house.  They used tools to do this, the same tools that could be used to drill or put screws (halfway) into our table.  There is no other way they could have moved our furniture. 
  
  Also, given the nature of the damage, the table would not have been able to be left standing in our dining room as it was if they didnt do the quick repair attempt to keep it together so they could leave. 
  
  Also, taking a step back, why would I drill screws into my own table, making the damage much worse?  If the movers damaged the table and left it alone, I would have accepted the damage through the claim process and gotten a proper repair myself with the claim proceeds (like the other items Im claiming for).  The indirect assertion that I am lying and did the bad repair myself, not the movers, doesnt make any sense.  I wouldnt intentionally damage my own furniture so I could then accuse them of doing that.  This isnt a get rich quick scheme I have; the claim process has been nothing short of painful and I would have loved to avoid it.
  
  The business also claims they reviewed facility video tapes.  Unless they had video recordings of the movers on our property, that doesnt make sense either.  
  
  These are disingenuous arguments at best and,at their core, seriously concerning behavior by a business. 
  
  I understand why the company is taking a litigation defense posture of denying everything, but I would ask that they do the right thing and consider separate from the claim process the reasonable repair estimate I obtained and will provide them.  I am not asking for them to replace the table or anything else.   
  
  Again, the unauthorized repair they attempted is outside the scope of their claim process and needs to be addressed.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  On 3/17, the business represented through the BBB ************* that an additional amount was added on 3/17 to the claim refund.  Nothing happened since then.

  So are they taking that back now?  Why?

  The business said they were hoping that goodwill gesture was acceptable and looked forward to closing the claim positively. 

  If the business is now reneging on the 3/17 statement that an additional amount was added, how do they expect this claim will be closed positively?  The business continues to assert the same incorrect point that this is covered by basic claim coverage, when it is not.  

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  03/20/2023

  Good Afternoon, 

  Customer has been sent a settlement refund based on the selected carrier coverage on that account. Additional was addedl above the valuation coverage on the account of .60 per pound per article to try and reach a positive conclusion. 

  Customer does not have full value protection. Full refund nor repairs can be offered. Settlement has been sent today to the customers email on file where all communication is going. Unfortunately  the valuation coverage is limited. 

  We sincerely apologize for any inconvenience. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the years I had collected valuable antique furniture during my travels. I trusted ********** to store these items until my big move back to ** from **. After two years of them charging me $200 a month for storage, I was ready for my move. On Sep 2. 2022 ********** came to deliver my furniture. To my absolute heartbreak they did not deliver 6 pieces of large furniture valued at about $******. They also delivered me my flat screen TV with a whole in the middle of it. Don't even get me started on the condition of my boxes, all destroyed with holes marked "fragile". They didn't even have courtesy to call me, I continuously called to be left on hold and speaking to employees who had no way of even pretending to help find my items or even an explanation as to what happened. After weeks of calling and asking for updates they cannot locate my items. I ended up finding out through a helpful friend in the business that they sold their warehouse and moved my items without my permission sometime last year (I believe this is illegal). I submitted a claim for my lost items at ****** and ********** response was we will give you $300!!!********** is at fault and refuse to take responsibility. I am out 30K worth of sentimental furniture, out two years of storage fees, and have no TV I also said to the delivery man I do not want to sign for this delivery since all my items have not been delivered. He said ok just initial here so I can leave and don't sign. Will all the commotion I said ok and did. I now am being told i intialed on the line that said no insurance wanted! I was deceived by them. This is horrible

  

  Business response

  09/28/2022

  Good Afternoon, 
  We hope all are well. 
  Our customer with job#****** has filed a claim with our company for damages and missing. 
  Customer has the basic carrier valuation coverage of .60 per pound per article.  ****************** is requesting to be refunded $30,000 to close his claim. Unfortunately full value replacement cannot be offered as full valuation protection was not purchased. A settlement refund was promptly emailed to the customer. ****************** expressed his dissatisfaction in regards to the refund. The settlement refund has been increased twice above the liability owed in order to come to a positive conclusion. An increased settlement has been sent to the customer as soon as today.
  We sincerely apologize for any inconveniences caused during the move.    
  
  
  Please let us know if you have any further questions or concerns. 

  Customer response

  09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Schlepers did not offer me insurance for the storage of my items. They instructed me to sign a paper one they delivered my items.

  The fact still remains that they sold their warehouse and moved my items without my permission. Because they did this they either stole, lost, or damaged my furniture 

  They also did not reach out to me today with and adjusted settlement. This is criminal behavior and I will have no choice but to take this to the courts

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  10/03/2022

  Good Afternoon, 

  We are sincerely and truly sorry for any inconvenience  caused during your move. 

  We are doing our best to reach a fair and satisfactory settlement refund, however the valuation coverage is limited. 

  As mentioned previously, you have expressed your dissatisfaction each time the settlement refund has increased. 

  Customer claims items were stole. We take theft allegations very serious and have encourage the customer to start a formal police investigation. 

  The settlement refund sent has reached max *************************************** let us know if you have any further questions or concerns. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reached out to Shleppers to schedule a move for the following day. We needed someone urgently because Shleppers had ruined our move the day before (they only took half of our belongings and then just left - we complained and were told they would not finish the job without our paying more money). After speaking with Shleppers, we ultimately decided not to hire them because we found a more trustworthy company to do it for half the price. Although we canceled Shleppers within about an hour or two, they nonetheless charged us $624 without doing a minute of work.

  

  Business response

  08/27/2022

  Good Afternoon, 
  We hope all is well. 
  We sincerely apologize for any inconveniences.
  There is a 24 hour cancellation policy.  There is a $100.00 to book the move. 

  Customer cancelled the move. Customer was not charged for the move.

  The booking deposit of $100.00  has been retained as it is non- refundable. 

  Please let us know if there any questions or concerns. 

  Kind Regards 

  Shleppers Moving 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Absolutely, do NOT book with Shleppers if you're looking for an honest, responsive, professional, hard-working shipping company. Full disclosure: the shipping TO storage was terrific but the shipping FROM storage to the new destination has been atrocious. Starting with a complete lack of transparency regarding shipping costs. Their contract is misleading and doesnt reference the 2nd fee to move out though the agreement states "Total Move". On moving day, we werent even serviced by them. They had outsourced the move to Bridge Moving Company. I asked for them to wear masks and they didn't. They left a mess with packing supplies in each room and in the front yard. They didnt follow instructions on where many ************* belonged. While reassembling items, they found a broken pedal on my antique piano, missing suction pieces for two glass end tables & were still missing some canopy bars for a bed in the primary room. They rudely rushed to finish up the job & only managed to assemble one bed with another beds pieces & left the other 4 beds unassembled & left the floor scratched in the primary room. While not making any accusations, we questioned whether the disrespect we encountered was race related as there was a complete disregard for many of our service-related requests from the start. It took nearly a week of me calling and emailing (no responses or false promises to follow up) to get the remaining bed assembled.

  

  Business response

  07/12/2022

  Good Afternoon, 

  We hope all is well. 

  Our customer has been emailed a claim form dates: 6/22, 6/28 , 7/12/2022. 

  Customer has not filed a claim form any damages or service related issues. All communication has been going to email: *********************

  Shleppers  has not had the opportunity to work on a refund for service or damages as formal claim form has been sent tot he customer but not filed. 

  Please see below email sent today , after reading this BBB complaint. 

   

  We encourage the customer to fill out a claim form so a review can commence and a refund can finally be offered. 

  The claim form is a requirements that cannot be waved for claimed refunds. 

   

   

   ****** - Claim form link
  
  Customer Service Department <****************************************>
  
  to ************ *******
  
  
  
  Dear *****:
  My sincere apologies.
  I will have your account investigated as soon as the claim form is received.
  -          We will speak with all parties involved within your move, and make sure all of the questions you may have are answered.
  -          The claim form is a formal notice that there was an issue on your move, and that an action needs to take place by the company.
  
  We will work very quickly to see how we can help resolve this claim to your satisfaction as soon as we receive the completed claim form.
  
  
  Claim submission guidelines:
  -          The claim form is for service, delays and damages.
  -          You can only submit one claim per household.
  -          All items or issues you are seeking a refund for must be on that one form.
  -          You have (9) months from the date of delivery to submit the claim.
  -          Once the claim form is submitted, it cannot be edited, so make sure you fill out the form completely.
  -          The claim form is for damages, service and property.
  
  
  
  Please let me know if you have any questions or concerns.
  
  We apologize for the inconveniences you had with the move. We will be assisting you by processing the claim. To process your claim, please open the link below and provide your consent by signing allowing us to process your claim online.
  CLICK HERE
  Please see the information below before submitting the claim:
  
  Claim Process:
  The claim form needs to be completely filled out and submitted once the customer finishes unpacking to ensure everything is included, as the claim form can only be submitted once per house hold.
   
  Claim must be completed and submitted back to our office within 30 days of the claim form mail date. After ****************************************************************** information.
   
  We require pictures, manufacturing information, invoice/receipts, link to a comparable for damages/missing items. The information submitted is confirmed with the manufacturer.
   
  Police report  customer must file a police report if there are items missing and believe they were stolen.
   
  Claims Coverage & Subrogation: Shleppers is covered at $0.60 cents per pound per article, complimentary coverage to our customers for every move at no additional cost. Example: a Damaged item weights 100 lbs; compensation would be calculated as: 100 lbs x $0.60 = $60.00.
   
  The compensation for damages and missing items are based on the weight of the item not its value.
   
  We require pictures of the damages and manufacturing information (make, product ID, and invoice) to confirm the weight of the item(s). If we are unable to confirm the weight, we use AMSA weight guide price
  Please do not hesitate to contact us at *********************** or *** (*******) via email at **************************************** if you have any questions, concerns or need assistance with the submission of the claim.
  
  *** ****************************** Claims Department 
  ************************* ********* ****** * ******* ***** *********************** * *** ****   ************** *****************
  

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  As I shared with them earlier today. Per their claim form I'm supposed to wait until I've finished unpacking b/c we're only allowed one claim per household so I held off on submitting because we haven't finished doing that. Given our experience with this part of the move, we wanted to be sure nothing else was missing or damaged which we haven't had a chance to do.

  EMAIL below:

  ***** * <*********************> 1:33 PM (7 hours ago)
  to Customer, *******
  
  
  Just submitted the form. I didn't submit before because we haven't finished unpacking.
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  08/02/2022

  Good Afternoon, 
  We hope all is well today.

  
  A settlement refund has been offered based on the .60 per pound per article. 
  Settlement has been sent based on liability. Additional has been added o top of the weight liability as a customer service gesture for all service related and moving inconveniences. 

  Our stance on the refund amount remains the same. 
  We sincerely hope to close the customers claim positively for all. 
  
  Kind Regards 

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   While I understand this is your policy. This isn't a normal situation in which some things are broken/missing, which based on your calculations still don't cover the cost to replace/repair anything damaged. My complaint is more in regards to the movers and the post move customer service being substandard. I can't accept this offer as it doesn't reflect the a sincere effort to make amends and no longer accept your apologies across all review platforms. I'm deeply disappointed we couldn't resolve this.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Shleppers to move me out of my apartment on June 28 at 51 ******* in ***. I paid $4,305.51.My belongings were put into storage at Shleppers storage facility for 9 months at $1,058.70/month.On March 28th, my belongings were moved from storage into my apartment at ** *** at $4,298. In total, I paid $18,131.81.When my belongings were returned, the ******* of the job, who had been the same as the first move, told me there appeared to be water damage to my belongings and that when he picked up my items, they were in a different storage container than the one he moved them into nine months earlier. A rug was covered in mold and I had to pay someone in my building to remove it. An upholstered chair, bed, headboard, and bedding were also damaged, some so badly that I had to throw them out. Replacement value on these items was close to $20,000 - I provided receipts and photos. Other items that were damaged are irreplaceable - like family photos and cards dating back to the ****s. After having me fill out many forms and providing information that took me hours to assemble, shleppers offered me $250. When I complained I could not even replace one item on my list, they increased it to $300 and then asked me what I was seeking. I said $12,000. They came back with an offer of 10% of my move cost, but it's unclear if they meant the total move including storage or just the moves themselves.In any case, I rejected it. My rug still had a $6,000 price tag on it, for example, and I wouldn't be close to being able to replace even this one item.When I booked them, they told me not to pack any liquids lest they leak. I discarded hundreds of dollars worth of food, toiletries and cleaning products to avoid any damage. Not only did they acknowledge that the damage had been their fault (they sent a representative to my home to see the furniture) but even when they knew about it weeks or months earlier, they let my things sit in the facility and for the mold to grow.

  

  Business response

  06/21/2022

  Tell us why here...**********  ***** ********  ******** ***** *******
  
  
  Customer ******** Job#****** has the basic carrier valuation coverage of .60 per pound per article. Therefore the refund is limited to the ******s of the claimed items. *** ****** has been allocated to each of the claimed items on the customer claim form. 
  
  
  Customer expressed dissatisfaction in regards to the refund ******. Each time upper management increased the refund settlement. On the 4th increase upper management agreed to send the very *** ****** that can be refunded which is 10% of the customers total move. 
  
  
  Customer is requesting 12K to settle the claim. Unfortunately the request for 12K refund cannot be approved as the valuation coverage is limited to the ****** valuation liability for loss or damage. 
  

   

  Please let us know if you have any questions or concerns. 

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  If the company pays based on weight alone, why did they have me fill out form after form with receipts and replacement costs?  What was the purpose of the hours of time it took me to amass the information and why did they send a representative to my house to assess the damage if they were simply going to offer me a flat rate based on weight anyway?

  Furthermore, this entire series of events speaks of negligence on their part.  It's one thing for an item to get broken in the course of a move, another thing entirely for a company to tout it's safe, secure and climate-controlled storage facility only to have a leak in it and neglect to tell me or remedy the problem but instead to simply move my wet and moldy items into another unit, and then to have me pay for the time it took the movers to move the moldy items from storage back into my home.  Not only have I lost the items themselves due to Shlepper's negligence, but I unknowingly paid to have these items returned to me (and had to pay other people to then come discard it).

   

  Shleppers claim that they came to me four times with revised settlements is correct, if you count that they started at 250 and then twice increased it by $50 before asking me what I was looking for in the way of a settlement and then offered me 10% of my move (again, not clear if the 10% is the total cost including storage or just the actual moves).  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  07/06/2022

  Good Afternoon,
  We have responded and addressed the customers complaints  to the best of our ability. 
  A claim refund offer has been sent to the customer that is above the valuation coverage on the account. The settlement includes weight refund for damages items and any service related issues on the move. 

  The settlement offer is full & final. We sincerely apologize and hopes we can close this matter positively. 
  
  
  Kind Regards  

  Customer response

  07/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I understand from their email that their offer is final, however given the extent of the damage to my property, that is unacceptable to me.  I have thus filed a claim with Small Claims Court and will attempt to remediate this in the legal system.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of service 10/14/21 Paid $2000 with gratituity for a full day move of contents of house to storage unit.During this time movers were late to job, rushed and damaged common area in condo to the amount of $500. When filing claim for job #****** Shleppers has refused to reimburse the full amount of the estimated damages of $500, offering only $150, $250 and $350 after three consecutive weeks of refusal. I have not been.able to reach any individual at this company by phone, my only communication has been via email and my last two emails have not been returned. I am seeking full return for the damages incurred of $500 and a written apology from Shleppers management

  

  Business response

  11/22/2021

  Good Afternoon, 

  We hope you are well. 

  The settlement refund of $500.00 has been approved by upper management today. 

  We hope this final increase is satisfactory. 

  We consider this claim closed. 

   

  Kind 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. ↩