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Complaint Details
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Initial Complaint
01/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Moving company stole high value items. Specifically, brand new ****** tennis shoes and irreplaceable vintage vinyl records, many of which were first run releases.Business response
02/07/2023
all item got delivered into a warehouse of the governments choice. We have paperwork that states no boxes had been opened prior to delivery to the warehouse, all items received. also please not if there were high value than they should have been on the high value sheet and reported to the packers the day of the move. "as someone that packs as well as responding to BBB, please note i don't look at the items that i am packing in detail, a sneaker is a sneaker" records 90% of the time are in a crate and we just set the crate into a box and fill around.this military member would need to file a claim thru the Company that is responsible for the Military Order. We were just a part of this process.Initial Complaint
01/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
$15,233.55-Paid by ******** ***** & ***** *********** using ***** **** card on June 11, 2021. *This fee included vehicle shipping for a 1971 ******** (we later cancelled the car move.) (12,418.86) - Was the actual final Cost of Services (verified to me by Move Coordinator, Ms. Emily O***** at Fox Hollow Movers LLC on June 20, 2021) $2,904.69 - Remained owed as a Refund due to ******* ***** Throughout the Summer and Fall of 2021, we repeatedly inquired with Fox Hollow Movers as to the status of our refund. Ms. O***** (no longer employed there as of October) and Mr. Tom T***** both exchanged a series of texts and emails with us indicating that Fox Hollow Movers had to "wait for ****** movers to do the books". Ms. O***** texted ***** *********** around June 20, 2021 with a final rough breakdown. Her texted stated: * "System is showing cost of services without vehicle at $12,418.86" In August 2021, Emily put us in touch with ******'s Accounting Dept. who stated that they were behind because of Covid, etc. We went back to Fox Hollow Movers requesting they simply refund our credit card, since it was Fox who actually charged us, NOT ******. They continued to delay. Finally, in October 2021 I logged a "disputed charge" with ***** ****. * They (Chase) refunded me $1,258.37 in overcharges for the underweight of our move/belongings. This leaves $1,646.32 in fraudulent charges for 1971 ********, a vehicle in which we never shipped. This has been going on for over 7 months now and is completely unethical. Fox Hollow Movers had no problem charging my card over $15K. Why can they not refund me back what I overpaid? I do not want to ruin this man's business by barraging Google Reviews and YELP. Nor do I want to go to Small Claims Court and waste the State of NY's resources. This is simply a matter of refunding a customer that for which they overpaid. We trusted them to do the right thing in estimating the weight of our belongings.Business response
02/10/2022
Mr. ***** I am looking for confirmation that the auto was never shipped, i have nothing in my files that states it was cancelled. it was just put on hold until brakes got fixed, if you would like to cancel this at this time i can do this. Our billing office was unaware of any changes.the amount for the auto was only $1200the $446.32 was the 3% that you agreed to pay when you had options to use a credit card or Cert funds check. a refund to your credit card was done 10/18/21 in the amount of 1258.37please advise that you would like me to cancel this auto registration and I will be more than happy to send a refund for this service after checking with the auto carrier to verify there was no charges incured under this registration. thanksKimBusiness response
03/15/2022
a credit is due customer now that the auto has been cancelled of $1273.75 this will be refunded to customer by end of weekCustomer response
03/16/2022
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As such, Fox Hollow Movers has agreed to refund us properly, less the credit card fees they incurred as a result of us not paying by check. * This equals $1,273.75 and is hereto agreed upon.How will this be refunded, by check or back to the credit card? Regards, ******* *****Initial Complaint
10/15/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
The furniture was delivered on time. The driver and his crews were professional and courteous. The furniture was delivered on August 29th. To date I have yet to receive a final statement or a credit on my credit card or a refund check for the money owed to me. The move coordinator I was working with is no longer with the company and the new person hung up on me. The original quote included having to shuttle the load to an other location to put on a bigger truck. The driver did not need to shuttle as he was able to get the truck into my drive way. The fee paid for this shuttle was $1615.68. Also the weight was estimated as 11,500 pounds I believe the load was less so the should be some money returned to me. Also in the estimate were 11 mirror boxes not all of the were used again I should be getting a refund for the ones not used. Also we did use a clock box for the grandfather clock which should be taken out of what is owed to me. Reference # for this job ******Business response
10/18/2021
email sent to customer; file reviewed and credit card refunded with corrected amount. Customer signed for the shuttle so there was some confusion when ****** rated the order.Customer response
10/22/2021
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. the credit is now on my credit card statement. Regards, *** *******
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.