Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Removed junk on 2/18/25. Charges a $200 labor fee after the job was done. The workers claimed they told me about but they lied.The original price was $1,098. It was increased after they started as they claimed a sleeper couch required more labor. I agreed to the extra $100. Only after they finished did they add another $200 for labor. As I am 73 and did not want to argue with 2 men in my house I paid. The next day I got a request from the company to tell of my experience. I made the complaint and was informed they would get back to me in 24 hours. I have heard nothing.Yesterday I spoke to my friends who used the company and they were not charged any labor charge.I will go to Small Claims Court for the $200 if this is not resolved.Thanks, ******* ****

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i hired this company to remove furniture. They came in later than expected. They removed items that were not supposed to be removed and left items that were supposed to be removed. We ran after the truck when they were trying to leave but they refused to stop and seem to be in a hurry. I had some sneakers (one valued at $2,000) in a corner in my bedroom that should not have been touched/moved was gone/missing after the staff left. Called the company to complain and they are telling me that there is nothing that they can do because I signed the credit card receipt. There is no disclosure on the receipt that says that I agree that the service was to my satisfaction and that a walk through had been done but this is what the company is now telling me.They are providing no assistance or investigation into my missing item and pretty much is telling me that it is my problem because I signed the receipt.

  Business Response

  Date: 09/06/2023

  I sincerely apologize for any miscommunication that *** have transpired on-site during the removal, but our investigation determined that all of the items communicated to us as "within the removal area" were donated, recycled, or offloaded to a local transfer station. For clarification purposes, the bottom of the signed receipt does reflect the following verbiage..."I hereby agree the work has been satisfactorily completed and understand that I no longer own the items that have been removed." 

  Customer Answer

  Date: 09/08/2023

  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]

   I understand what the receipt notes, but I can't see how it applies if someone conceals an item that they were not supposed to remove and I had no knowledge that it had been taken. These guys were instructed specifically to remove only furniture and leave everything else behind. They left lots of bags, trash, and other items which I am discarding myself. The sneakers taken was valued at over $1,500 and was in a box and not a piece of furniture. There was no reason for them to take it except for personal gain. I can't see how this is acceptable or okay or how the fine prints on the receipt applies to stolen item. I have subsequently filed a report with NYPD. I am also considering taking legal action against this company. This behavior might persist if no one ever investigates because of some disclaimer on a receipt.

  Regards,

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

   

   

   

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

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

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were hired to remove furniture from my mother's condominium, the ended up causing $6,369.18 in damage to the hallways and front door, there are pictures and witnesses, they do not want to cover the cost of damage, they are an insured company and should take responsibility for not taking proper care.

  Business Response

  Date: 10/21/2022

  Unfortunately, we were informed of the alleged damage more than a month after the completion of the removal. It would be difficult to accept liability after that length of time - with so much other activity at the condominium (others moving in and out of the development, different service providers coming and going from the premises, etc.)

  Customer Answer

  Date: 10/21/2022

  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:

  They were made aware of it by me after a month because the property management could not get in touch with then and I was not made aware, also there was no one moving in or put that day, nor was there any type of work in 165, they did no investigation (i.e coming to the property) and there was zero communication. 

   

   

   

   

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

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

  Business Response

  Date: 10/24/2022

  We empathize with the customer, but remain steadfast that our company cannot be held accountable for damage reported to us over a month after our service was completed. We received no communication from the customer (or any other interested party) for more than 30 days - and, we maintain a 24 hour toll free call center. Our company could not possibly know what kind of activities transpired at the work site during that time. 

  Customer Answer

  Date: 10/29/2022

  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:

  It was not 30 days, we remain steadfast this is 100% their responsibility, we were hoping to end this amicably but it seems court is the route they prefer.  We have also contacted 7 on your side, hopefully they can get the word out about these terrible business practices. 

   

   

   

   

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

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

• Initial Complaint

  Date:09/06/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In many of their advertisements this company claims that "we will be there before you hang up the phone" when it is physically impossible for that to happen. This is false advertising and should immediately be stopped. To blatantly lie to the public is illegal and is extremely unprofessional.

  Business Response

  Date: 09/06/2022

  Hello ********,

  For your information, this is the second complaint from ******************* about this topic.  He filed one complaint against our ************* franchise and now this one against our Brooklyn franchise. Is there an opportunity for the business to stop multiple complaints being filed with different branches of the BBB?  I appreciate your consideration.

  Here is my response to this:

  
  This ad is all about magic. Point and junk disappears.... we'll be there before you hang up the phone... this is not meant to be taken literally. We contend that no reasonable person would take it literally. We show rooms full of junk and then a person pointing at it and it disappears in a shower of sparkles. Also, the statement itself of "we'll be there before you hang up the phone" is not objectively verifiable as it can have any number of different interpretations. If we actually meant that we would be at the customer's physical residence before they hang up the phone we would outright say that (e.g. "our trucks will be outside at your home before you hang up the phone while speaking to us"). The actual statement could mean anything from we'll be there as a business to have an agent speak with you about your junk removal needs before you hang up the phone to we'll be there ready to have an appointment booked for you before you hang up the phone with us.
  
  
  
  Thank You, *****************************, Customer Experience Manager, **********************

   

  Customer Answer

  Date: 09/09/2022

  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:

  Their response is a canned response that does not address the physical fact that they cannot be there before one hangs up the phone. Plain and simple this is false advertising and illegal. Please do whatever is needed to get them to cease and desist this misleading and fraudulent advertising.

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

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

• Initial Complaint

  Date:08/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 1-800-Got Junk come to my home to dispose of some unwanted items. My mother and I showed them everything we wanted taken and they told us to sit and relax while they worked so we didnt watch them and didnt see them going from the basement through the bulkhead at the back of the house and after they left we realized they had taken numerous items they were not told to take, including 2 boxes of medical supplies needed for a family member. I called them immediately and informed them of the mistake and the urgency of getting that stuff back because the medical supplies are needed! I was called back by manager, ******, who told me he contacted team members who did the pickup and they said they didnt take anything, they didnt take any medical supplies. So I said I would call the police and the police came to the house and took the report and the police were still here when the junk truck came back and one of the drivers handed me 2 boxes of medical supplies and I said I want my other stuff and the police made sure they went back into the truck that was filled with trash and looked for the other stuff. We got back Family photos in glass frames and the glass was shattered, I received back some of my containers but without the clothing and sentimental items that were in them and could not be found under the pile of trash and my Kitchen-Aid mixer could not be found. They said they would credit my mother for $100 and left. I was not satisfied with that so I called them again and was immediately hung up on the first time. I called back and spoke to someone and I said I want to be compensated for the missing and damaged items and I was given a hard time and then hung up on again.

  Business Response

  Date: 08/11/2022

  I am sorry to hear of your negative experience with our company. Unfortunately, you have entered your complaint on the BBB website associated with the *** franchise. All of 1-800-GOT-JUNK?'s franchises are individually owned and operated. It appears that your removal was conducted in the **********************.