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:01/19/2024

  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.

  A full house of furniture was stored for about 1 1/2 years at YourHometown Movers facility. When we had the furniture delivered to our new home, most of the furniture had mold as well as rat poison pellets. We refused delivery of several pieces of furniture (couches) as this would be a health hazard. The movers noticed mold on their truck and kept a couple of other pieces as well. We notified the company right away and were told to file a claim through their insurance. After many weeks, their insurance offered us $400!! The owner refuses to take any responsibility and reimburse us for the losses. (And he still has some of our moldy furniture!) We paid thousands of dollars for storage plus moving twice! All potential customers should be made aware of this fraudulent and reckless business. They advertise "climate-controlled" storage units, but that doesn't seem to be the case. And they are not making any good faith attempts to correct the situation.

  Business Response

  Date: 01/22/2024

  Dear Better Business Bureau,
  We are writing in response to the complaint filed under claim ID ******** by our customer. Upon a thorough review of the situation, including the contractual agreements and the valuation claim settlements, we would like to present our comprehensive response.
  The customer chose Basic Liability Coverage for their move and storage services, which is the most economical option provided and is subject to the terms outlined in the contract attached. This basic coverage does not typically extend to damages caused by mold, as these can occur due to a multitude of external factors beyond our direct control, such as environmental conditions or the manner in which items are packed.
  Despite these terms, upon learning of the customer's dissatisfaction with the condition of their items post-storage, our team took proactive measures to address the situation. We conducted a detailed assessment and, in a display of good faith, offered a settlement that exceeds the basic coverage limits ($474.00). The offered amount of $1,000 last week represents our commitment to customer service and our willingness to assist beyond the stipulations of the basic insurance liability.
  We understand the customer's concerns regarding the presence of mold and have investigated the claims thoroughly. We maintain high standards of cleanliness and pest control in our facilities, and we categorically refute the use of any form of poison, such as rat poison, within our storage units or vehicles. The suggestion of mold being present on our moving trucks was also investigated, and we have found no evidence to support this claim. We pride ourselves on the upkeep and sanitation of our storage and transportation assets.
  In addition to the monetary settlement, we have offered to return the items that the customer initially refused to accept due to their condition, at no additional cost, or to facilitate the donation of these items, should that be the customers preference.
  We regret that the customer has had a less than satisfactory experience and have taken every reasonable step to rectify the situation within the scope of our policies and the customer's chosen coverage. We believe that the steps taken demonstrate a significant effort on our part to resolve the concerns raised.
  Moving forward, we are dedicated to learning from this experience to further enhance our service quality and customer satisfaction. We hope that our response and the actions taken reflect our ******* intention to provide a fair and just resolution to our customer.
  We are open to further dialogue to reach a satisfactory conclusion for all parties involved.

• Initial Complaint

  Date:11/14/2022

  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.

  Move from ** to **. 08/23/22, informed by ****** that I would be told if belongings were overweight. If so, *** I'd pay for 2nd delivery was $500 fuel surcharge in tandem w/another delivery. Heard nothing until delivery on 10/05 and told that all could not fit in truck so 2nd truck would come in 1-2 weeks. Spoke w/****** on 10/17 & told $500 surcharge. Enumerated amount of damage to furniture from 1st truck. 2nd truck arrived 10/18. Given a BOL for $1123.52. Spoke w/**** who said owner will not accept less than $1123.52, although ****** said $500. If I don't pay that amount, they will not unload. Truck was shared, she said, w/another move to ** from NY. They were paying approx $1000 fuel surcharge for 1/2 the truck and an add'l approx $2000 from SC to **. Asked why I was paying more to SC when I used 1/2 the truck. Also, why $1658.37 fuel surcharge for the entire truck on 08/23 and $1123.52 for 1/2 truck shared. Owner would accept no less than $1123.52. Scamming! Told her of all the damage-didn't care. Parts of antique furniture pieces broken off and thrown in another box w/out my knowledge. Antique dresser chipped & scratched with pieces thrown in drawer without my knowledge. Fortunoff's white patio table has shoe print on top proving someone stood on it for some reason. So ground in I can't get it clean. ** stained glass light fixture dented & cracked. ****** giving hard time with paying for damages. Miter saw on stand broken. Mattress missing-rec'd box spring. All damaged items packed by their movers; damage incurred during storage in their facility for 1 month prior to delivery as boxes/footlockers crushed due to heavy weight stored on top. Sml items broken. Obvious negligence while in storage. For those reasons and more, I want the entire $1123.52 returned to compensate for lack of care/damage when moving & storing my belongings as well as the add'l fuel surcharge. Owner refuses to abide by original pricing w/****** who acted as his agent.

  Business Response

  Date: 11/14/2022

  Hello ****,

   

  I am sorry to hear about the issues with your move. I have reviewed your account and see that we have received your claim for damages on 10/21/2022 and we have sent additional information for you to review and submit back to us. Please check you email regarding your claim settlement we sent on 10/21/2022. Our claims process is handled entirely in writing so to details organized and we settle our claims based on the coverage selected at the time of booking your move. If you have any questions or need to speak with a claims specialist about your claim, please call ************. I have attached the email thread from our claims portal to show that we have responded and are more than willing to settle this dispute but have not received a response to our request for more information. 

  Customer Answer

  Date: 12/30/2022

  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:

   

  In essence, my primary complaint is this:

  
  I hired Your Hometown Movers for a move from NY to SC on 08/23/22.  ****** took a zoom "tour" of my home and gave me a price of $14.538.08 (including 1 month of storage; partial packing; supplies; fuel surcharge).  She informed me that, should we require a 2nd truck, or portion thereof, it would be no more than an additional $500; however, as per ******, we would be advised of any overweight as soon as the initial truck on 08/23/22 arrived at their facility and was weighed.  We never heard from them so the assumption was that one truck would be sufficient. Based on those responses, I booked our move with *************

  
  On 10/05/22, the moving truck arrived.  We were informed, at that time, that a second truck would be arriving within the next 1-2 weeks due to over-weight.  Again, we were never informed of this.  On 10/17/22, I spoke with *********************** to delivery of the remainder of our belongings on 10/18/22.  There was a verbal and written agreement with ******, as an agent of Your Hometown Movers, for $500 additional fuel surcharge for the 2nd truck.  

  
  I received a call/text and email from **** from Your Hometown Movers on the morning of 10/18/22 stating that I must pay $1123.52.  I informed her that I had a written price of $500, but was informed that the owner told her that if I don't pay the full amount, he would not allow delivery/unloading of my belongings.  When I asked what portion of the truck we are filling as it would be shared with another household being delivered to **, I was told approx 1/2.  The entire truck delivered on 10/05/22 was $1629.85, but we were being charged $1123.52 for 1/2 or less of the truck space.   **** explained that the second household was paying approx $1000 fuel surcharge for their share of the truck to SC, along with approx $2000 from SC to **.  When asked why we were paying more for our share of the truck than when SC is on the route to **, she insisted that the owner would not budge on the entire $1123.52.  I enumerated the damages to my belongings based on negligence, not accident, but there was no concern.  

  
  Based on the fact that I have a "BINDING PRICE" of $500, I believe the company is legally obligated to stand by that price.  However, due to the blatant actions of the owner/company, I am requesting my entire $1123.52 be reimbursed immediately.  

  
  Thank you again for your assistance, ***************  If you have any questions, please contact me at ************.

  
  
  
  

   

   

   

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

  Business Response

  Date: 01/19/2023

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

  Hi *******,

  
  

  In response to ****'s claim, her overages costs were to be fuel cost only. We sometimes combine these overage shipments to reduce the cost per customer for fuel. In ****'s situation, we had originally added her to a shipment going down but that truck ended up being filled by another customer's overages. Due to her delivery window, we had to send her down on an expedited truck to which she was liable for the fuel costs only. The math being: **** miles / 7mpg = 214 gallons of fuel, at a cost of roughly $5.50 per gallon for diesel = $1,181. This is inline with her estimate for fuel at the time of the move. 

  
  

  I have attached an email we sent to the customer explaining this.To resolve this complaint, I am willing to give the customer a $250 settlement to close this out. She would need to sign a release form to prevent further claims against us. 

  
  

  Customer Answer

  Date: 01/19/2023

  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]

   I submitted a written $500 Binding Estimate to BBB which was sent to me by ****** for my delivery the day before it was due.  The day of my delivery, I was informed by **** that the owner refused to accept that contract, although legally binding.   My delivery was shared with another delivery going to **.  The only resolution I was accept is the difference between the legally binding $500 contract, and what I was forced to pay for the delivery because I was told that, if I didn't pay the full amount, my delivery would not be unloaded.  They held my belongings hostage rather than abiding by the contractual price of $500.  

   

   

   

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

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

• Initial Complaint

  Date:08/29/2022

  Type:Order Issues
  Status:

  ResolvedMore 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 booked a move with this company for August 5th and still has not been completed. Prior to booking the person told me they had equipment to move a safe that goes up and down stairs and that they move safes all the time. When they showed up they had no such equipment. I booked with them specifically bc of this and bc my safe is under 600lbs I considered other companies that were cheaper but bc they had equipment I chose them. Not only did they not have equipment they were not able to get my safe into my house and it sits in garage still to this day. They have been telling me for weeks they have purchased equipment to Move it as the booking person says she was mistaken about the equipment they do have and it doesnt go up and down stairs. I specifically told the 12 steps to the landing. They confirmed they have the machine to compete the job as of Tuesday but still havent contacted me or return my calls and voicemails to finish the move. I paid over **** dollars and Im still waiting for my safe to be put into house! All of our valuables are currently with family bc we cannot secure them here , this is absurd and Ive been patient long enough and cannot finish moving into our new house bc the safe has to be moved in order for other things to be brought in and out

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Your Hometown Mover LLC has been resolved. They refunded me 600 dollars af
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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