Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We arranged tor Shleppers to move our household goods from our apartment in **************** to our home in *******, **. We paid $1349.46 for Full Value Replacement Protection for the total value of our shipment. This charge is reflected on Shleppers own Bill of Lading for this move dated May 10, 2024. Upon delivery of our household items, 2 boxes were missing. We submitted a claim to Shleppers for the missing items but Shleppers only offered a fraction of the replacement value of those items stating "Full Value Protection was not purchased, settlement release is based on the complimentary coverage included in the move." This is a blatant and false misrepresentation of fact and an unjustified refusal to honor the Full Value Protection that we purchased and paid for. Sincerely,**** and ***** ******

  

  Business response

  09/04/2024

  Dear Better Business Bureau,
  We are writing in response to the complaint filed by **** ******regarding their recent experience with our company. We are actively working towards a resolution to address the concerns raised by the customer. It has come to our attention that the customer has initiated a credit card dispute in relation to the transaction. Once these disputes with the banks are resolved, we will be in a position to commence our review of the customer's claim.
  We greatly appreciate the opportunity to address this matter and are committed to finding a positive outcome for all parties involved. We will continue to work diligently towards a resolution and uphold the standards of customer satisfaction that our company strives to maintain.
  Sincerely, Shleppers Moving 

  Customer response

  09/06/2024

  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:

  It is false and misleading in several respects.The business is not working toward a resolution to address the concerns raised in our complaint. The credit card dispute that is referred to in the complaint involves a totally different wrong committed by the business and not the one to which this complaint relates.The credit card dispute was initiated because Shleppers refused to address that issue with us leaving us no other choice. However, that dispute has been closed which the business is well aware of. Nevertheless the business continues to hide behind that issue as if it were still open.

  The issue to which the present complaint relates is separate and distinct from the issue involved in the credit card dispute. This current issue involves a separate job number and delivery location in a different state. We have clear proof, as reflected in the business own documents, that we purchased full value insurance protection and yet the business continues to deny that such full value protection insurance was purchased. This fact alone shows that the business is in no way committed to finding a positive outcome or in providing any type of customer satisfaction.

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

  

  Business response

  02/07/2025

  Dear BBB
  We write to inform you that we have once again increased the claim settlement for customer 1/16/25 in our ongoing efforts to close the claim.

   Despite these efforts, the customer has expressed dissatisfaction with the refund amount, prompting multiple increases in the settlement in an endeavor to reach a mutually satisfactory resolution.

  At this time, we are sending a third increase to the customer in the hope of achieving a positive closure to the claim and addressing all concerns related to the move. However, we want to emphasize that, as of now, the settlement for this claim is considered full and final. We continue to work toward closing the claim with the customer, but we are not accepting liability for the claim.
  We are committed to resolving this matter to the satisfaction of the customer and appreciate your understanding and assistance in this regard.
  Sincerely, Shleppers Moving 
  
  
  
  
  1/16/25 - New updated increaed claim settlement sent. 
  
  Dear *****:
  
  This email is provided in response to the claim you submitted arising out of your recent move with Shleppers Moving & Storage Job #******. 
  
  We have made updates to the claim response.  Please click CLICK HERE to review your revised settlement proposal.
  *** **** 

  
  

  Customer response

  02/10/2025

  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]

   The business minor improvement to their prior settlement offer still remains grossly inadequate.  We contacted the ***** which confirmed that the business had indeed violated numerous ***** regulations as follows:
  1. The business failed to provide a copy of the ******************************* that was purchased at the time of purchase. Failure to do so subjects the business to full liability for any claims despite their claims to the contrary.
  2. The business failed to provide any details of the required Arbitration/dispute resolution program that should have been made available at the outset of the move.
  3. The business failed to provide a legible copy of the Bill of Lading (***) at least 3 days prior to pick-up, or at any time before loading. The *** was not provided until the movers had loaded and were ready to depart the pick-up premises. The tiny print made it impossible to read or question the document, resulting in all signatures occurring under duress.
  4. The business failed to provide an inventory of each shipment at time of loading.  Failure to do so made it impossible to determine whether the inventory produced at the time of delivery was accurate, or whether all items/boxes that were loaded were, in fact, delivered.
  5. The business failed to provide, as an attachment to the ***, a specific written description of the extra services related to Job #******, for which we were charged $919.
  In view of the business multiple violations of the ***** regulations, the ***** representative strongly recommended that we litigate this matter.  Nevertheless, despite this recommendation, we submitted a settlement proposal to the business. 
  

  We have informed the business that many of the missing items were promised as gifts to our children and grandchildren which made this a particularly painful loss.
  

  The business has repeatedly stated that they are committed to "addressing this issue and providing any necessary assistance to ensure your satisfaction." If this commitment  has any meaning and is not just a boiler plate self-serving statement then the business  should accept our settlement proposal and bring this matter to a close after 9 months of their delay.

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

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

  
  
  
  
   
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Shleppers *****-based location $7k for an interstate move from ** to ** in November 2024. Their movers stole $10k worth of goods from me, including 3 designer purses and Apple electronics. I have confirmed this via find my iPhone app, tracking the electronics across different addresses in *************. I have filed a police report in ***** and have a case number. I purchased insurance via Shleppers and Ive followed all instructions to make a claim. Most recently, Shleppers told me since I didnt buy premium insurance, they could only offer me $66 in compensation. So not only is their insurance a scam (I was never presented with an option to buy different insurance tiers) but they hire criminals even though their website says all employees must pass background checks. Its been a horrible experience and their customer service response to a crime is absolutely unacceptable.

  

  Business response

  08/15/2024

  Good Afternoon BBB, 

  We are writing to inform you that we are in communication with our customer,  regarding their reported loss or damage of items during the moving process. Our customer has reported reported to the local authorities, and we are fully cooperating with any questions or information requests from the investigators.

  
  As per the terms outlined in the agreement, the customer optedfor Released Value Protection of 60 cents per pound per article. We are committed to working with the customer to address and resolve this matter in accordance with the agreed-upon liability coverage. A stettlement offer has been sent to the customer on good faith altough a quilty party has not been ideindtifed. 

  We assure you that we take this issue seriously and are dedicated to finding a satisfactory resolution for all parties involved. We will continue our communication and cooperation with the customer and any relevant authorities to ensure that this matter is resolved promptly and fairly.

  
  Should you require any further information or documentation regarding this case, please do not hesitate to contact us.
  Sincerely, Shleppers Moving 

  Customer response

  08/20/2024

  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:

  1. *********** refers to this policy to support how little they've offered me in compensation in comparison to my personal loss due to theft by their employee(s) - "According to the contract, the Released Value Protection is the most economical option as it doesnt cost anything, but it offers minimal protection, with the mover being responsible for no more than 60 cents per pound per article. If this option is chosen, compensation is based on the weight of the item, not its actual value." *********** also told me "Full Value Protection was not purchased, settlement release is based on the complimentary coverage included in the move." Shleppers NEVER offered me a full protection plan. It is their job as a company to inform the consumer of their product options. They are trying to scam customers into accepting the released value protection because it absolves them of any financial responsibility.

  2. Beyond the question of types of insurance and protection, the customer should not have to purchase insurance to ensure employees of Shleppers do NOT steal from them. Shleppers hired a thief who stole $10k worth of my belongings and they need to take responsibility for this. 

  I paid $7k for this move, tipped $400 to the movers in ***** who stole from me, and had $10k worth of items stolen from me. Shleppers is offering me $150 when I am out $17, 400. It's ridiculous and horrible customer service and business practices. 

   

   

   

   

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

  

  Business response

  09/12/2024

  Dear BBB
  We are writing to acknowledge the customer's claim regarding the valuation coverage of 60 cents per pound per article.We are in direct contact with the customer and are committed to addressing their concerns in a timely and thorough manner.

  Regarding the items claimed missing, we want to assure you that the matter is being formally investigated through the appropriate channels. We take these allegations very seriously and will ensure that the investigation is conducted with the utmost integrity and diligence.
  We genuinely appreciate the customer's trust in our services, and we are dedicated to resolving this matter to their satisfaction. We look forward to working closely with the customer to reach a resolution that meets their expectations and demonstrates our commitment to customer care.
  Thank you for your attention to this matter, and we assure you of our full cooperation throughout the process.
  Sincerely, Shleppers Moving 

  Customer response

  09/13/2024

  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:

  The company continues to offer me only $120 in response to my sustained loss of $10, 000 worth of items. This is .01% of the monetary value of the items I lost, not to mention the $7, 000 I spent on the moving service in which the company provided horrible customer service by hiring movers who stole from me.

   

  Thanks,

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

   

   

   

   

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

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Shleppers for a move. In the contract they said they would pack and move my 55 TV. I had recently purchased this TV for $1700. Upon delivery, the TV had a massive dent in the side of the frame and it would not turn on. It literally looks like they rammed it into a pole. This happened because they did not pack the TV. They were also moving my dresser. When delivering it, they held it by the metal legs so of course the metal legs snapped off. Not sure what they expected to happen. If they would have just moved their hand up 2 inches they wouldnt have been holding by the legs. For a professional moving service this seems pretty unprofessional and inexperienced.I tried contacting Shleppers. Their customer service is subpar and barely responds. They failed to meet the services expected and paid for and have done nothing to remedy it.

  

  Business response

  07/29/2024

  Dear Better Business Bureau,
  I am writing to provide an update on our recent communication with the customer regarding their claim.

  We have made a settlement offer based on the Released Value of 60 cents per pound per article, as per the valuation coverage selected by the customer.
  Unfortunately, due to the limitation of the valuation coverage, we are unable to offer repair or a full value refund for the damaged items. The customer's claim is currently under review, and we are committed to resolving this matter promptly.
  I want to assure you that we take this issue seriously and are dedicated to reaching a fair resolution. A new claim release will be issued this upcoming Monday to facilitate the progress of the claim review process.
  The liability options for the customer's shipment were presented clearly, including the Full Value Protection and the Waiver of Full Value Protection (Released Value of 60 cents per pound per article).

  We have acted in accordance with the selected valuation coverage and are committed to honoring the terms of the chosen option.
  We appreciate the BBB's guidance and oversight in this process, and we are committed to providing a transparent and equitable resolution for the customer.
  Thank you for your attention to this matter, and we look forward to the continued support of the BBB as we work towards a resolution.
  Sincerely, Shleppers Moving 

  Customer response

  07/30/2024

  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]

   I believe the business is misunderstanding the problem. They failed to provide the services expected and paid for. This failure is a lack of quality of service and a result of carelessness. 
  

  It was expected and outlined in the contract for the movers to pack the TV. This did not happen which is why the TV now looks like it was turned on its side and rammed into a pole. There is a massive dent in the side. 
  

  This would not have been a problem if the TV was properly packed as expected.

  This should not fall under an accidental damage to be covered by basic insurance or even if a full policy was purchased.  This was due to failed service. 

  In order to resolve this matter, the full cost of the TV should be refunded.

   

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

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

  

  Business response

  09/06/2024

  Dear Better Business Bureau,
  We have made a settlement offer based on the Released Value of 60 cents per pound per article, as per the valuation coverage selected by the customer.
  

  Unfortunately, due to the limitation of the valuation coverage, we are unable to offer repair or a full value refund for the damaged items. The customer's claim is currently under review, and we are committed to resolving this matter promptly.
  I want to assure you that we take this issue seriously and are dedicated to reaching a fair resolution. A new claim release will be issued this upcoming Monday to facilitate the progress of the claim review process.

  Thank you for your attention to this matter, and we look forward to the continued support of the BBB as we work towards a resolution.
  Sincerely, Shleppers Moving 

  Customer response

  09/13/2024

  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]

   The business continues to provide the same response and does not acknowledge their failure to provide contracted services. 

   

   

   

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

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We arranged for Shleppers to move our household goods from our apartment in **************** to two different locations. One was to our daughter in ************ and the other to us in *******, **. Shleppers made a point of informing us that the shipment would be done in a 73ft tractor-trailer rather than a standard moving truck and if the destination location could not accommodate a tractor -trailer they would need to engage a shuttle truck at an extra charge due to the need to hire a smaller local truck and additional personnel to assist with the transfer of the items from the tractor-trailer to the smaller truck. We subsequently advised Shleppers that the ** delivery was to a private residence on a narrow street that could not accommodate an 18 ******* but there was on problem with the FL delivery. On May 10th we authorized a credit card charge for the shuttle service for ** (job#******) of $919. However, when the items were delivered to **, they were sent from ** via a standard moving truck and no shuttle service was needed nor provided. The same moving truck then proceeded to ** and delivered the rest of the items to the FL destination. Shleppers has refused to refund the $919 charge for the shuttle service they never provided.

  

  Business response

  06/03/2024

  Dear BBB, 
  We appreciate the opportunity to address the billing issue claim submitted by **** ******. We take all customer concerns seriously and have taken the following steps to address the matter:
  We have reached out to the customer via email and phone to provide guidance on the claim submission process and have sent the necessary claim form on 5/27/24.
  Despite our efforts, the claim form has not been received by our company as of the current date. We are eagerly awaiting the customer's submission to initiate a thorough investigation and provide a satisfactory resolution promptly.
  Our commitment to resolving this matter reflects our dedication to customer satisfaction and adherence to industry regulations.
  We remain fully prepared to investigate the billing issue claim as soon as the customer's submission is received, and we are committed to ensuring a swift and equitable resolution.
  If you require any additional information or documentation, please do not hesitate to contact us.
  Sincerely, Shleppers Moving & Storage 

  Customer response

  06/05/2024

  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:

  [Reply to Shleppers
  The claim form referred to by Shleppers in their response is for insurance claims for lost or damaged items that they have to investigate, they also require pictures to be submitted and state that it takes up to 120 days to process a claim. This is NOT an insurance claim and should not be handled as such. It is simply a request for a credit card refund of the charge already made for a service Shleppers did not provide.  It  does not require any investigation or pictures.  
  Shleppers does not deny or dispute the fact that they did not use a 73ft tractor-trailer for the delivery to either ** or FL. They also do not dispute or deny that they did not hire a separate local shuttle truck or any additional personnel nor do they deny that they did not have to transfer items from a tractor-trailer to a smaller truck to facilitate the ** delivery.  Without these services, there is no need or justification for the extra charge of $919.00. It should also be noted that the FL shipment was delivered in the same truck and personnel there was used for the ** delivery. There was no issue or question of an extra shuttle charge for the FL delivery so why is there a shuttle charge for the ** delivery? 
  There is no need to go through a formal claims process to provide a credit card refund other than Shleppers desire to procrastinate. It appears that Shleppers simply does not want to issue a refund for services charged but not provided. 
  Your Answer Here]

   

   

   

   

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

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

  

  Business response

  01/16/2025

  Dear BBB,
  We write to address a recent claim and dispute raised by the customer regarding job #******. The customer has asserted that they have filed a claim and have full value protection, and is claiming missing items. We have diligently investigated this matter and have confirmed with our warehouse, movers, and delivery team that nothing was left behind. Importantly, no items were reported missing to our delivery team on the day of the move.
  

  The customer is seeking either a full refund for the allegedly missing items or a refund of $1349.46. While we empathize with the customers position, we are unable to provide a full value refund for items that are not missing on our side. As a gesture of goodwill, we have made an offer to the customer though we do not accept liability for the missing items. This offer has been re-sent additional funds have been added today in an effort to resolve the matter. 1/16/25
  

  It is important to note that the customer has another open ******************** case for shuttle charges, which were necessary for the move. Throughout the process, the customer has consistently initiated complaints, chargebacks, or cases. We are working diligently to address all these matters in a timely fashion.

  
  We are committed to reaching a fair solution and welcome any guidance from the BBB in achieving this. Please find the relevant documents related to this case attached for your review and consideration.
  Sincerely, Shleppers Moving 

  Customer response

  01/28/2025

  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]

   After first falsely and repeatedly insisting for a period of approximately 3 months,that ************************************* for Job #****** had not been purchased, the business has finally acknowledged that such insurance was purchased.  However, despite repeated requests, the business has failed to provide a copy of the insurance policy that we purchased.  The business failure to provide a copy of the policy is a violation of *****/DOT regulations.  The regulations also provide that If the mover fails to provide a copy of the policy at the time of purchase, the mover becomes fully liable for any claim for loss or damage attributed to its negligence.
  The items involved in the shipment were picked up on 5/10/24 and delivered on 5/22/24.  During this entire period, the items were within the business sole care, custody and control. In addition, there were multiple transfers of the items from the trucks used for pickup, the offloading into a storage facility and the reloading onto the large truck used for delivery, there is a strong presumption that the missing boxes were the result of the business mishandling/negligence. In the case of lost or missing items, they are required to either replace the missing items with those of like, kind and quality, or pay us for their replacement cost. 
  The business seeks to avoid responsibility by claiming that no items were reported missing to our delivery team on the day of the move.  It should be noted that the inventory, which was first presented at delivery, consisted of 139 items which the businessmovers proceeded to rapidly move into our storage space.  Given the pace of delivery, it would be impossible for any human being to carefully assess whether every last item had actually arrived. Furthermore, the business has also chosen ignore the fact that a window of 9 months is allotted for initiating a claim. 
  It was not until we unpacked the boxes that we discovered the missing lamps (although the lamp shades had arrived), as well as the missing sweaters and handbags.  Upon discovery, we promptly reported this information to the business and filed a claim for the  missing items, along with photographs, on 6/19/24. Instead of honoring the claim, the business has repeatedly delayed any reasonable or responsible resolution including a  demand that we initiate a thorough police investigation as a pre-condition to resolving our insurance claim. The business chose to ignore the fact that police do not investigate non-criminal matters.
  This was just another roadblock. After many months of delay and procrastination, the business has now ultimately refused all liability
  It should be further noted that  pursuant to DOT and ***** regulations, the business was required to provide us with a summary of its arbitration program prior to the move.  The business failure to provide us with this summary constituted yet another violation of federal regulations. 
  The business reference to the separate and distinct claim for improper shuttle charges for another move with a separate job number is nothing more than an attempt to make it sound as if we are chronic complainers.  It is just another example of the business bad faith despite their protestations otherwise. The business false and misleading characterization of that case will be addressed in a separate response. 
  Finally, it should be noted that the business allegation that they are committed to reaching a fair solution rings hollow as their repeated delays, roadblocks and violations of government regulations and procedures proves otherwise.  Their original settlement offer was ridiculous, and their so-called additional goodwill offer is likewise grossly inadequate.
  Furthermore, the business professed claim that they are working diligently to address all these matters in a timely fashion is similarly false and misleading as it has now been over 7 months since our FVP claim was filed.  We would also welcome any guidance from the BBB as to how to achieve a fair and just resolution of these issues. 

   

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

• 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. 

*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. ↩