ComplaintsforPiece of Cake Moving

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August of 2023 I hired Piece of Cake Moving and Storage to pick up and store my furniture and household items in their facility located in ******, **. I was assured via phone multiple times that their facilities are clean and temperature/humidity controlled which is clearly NOT true. The price per month for storage of my items was roughly $350 per month excluding taxes, and I used their services for roughly 12 months to total around $5k spent with this company. Yesterday on 8/25/24 I had my items delivered to me. Almost every single item brought to my residence is covered in mold and water damage. There is black mold all over my Arhaus sofa which was nearly brand new upon POCM&S taking it into their possession, my childs toys have mold on them, my dishes have mold on them, my pots and pans have mold and condensation in them, my peloton bike no longer works and is completely discolored from water/humidity damage. The plastic my couch was packed in, that their company packed themselves, was covered in a brown sticky substance, clearly something was leaking from above all over my furniture. The list goes on and on. One item was so badly covered in mold (an arm chair) that the movers just put it back on the truck and disposed of it. The men delivering my items were mortified and apologetic, however the customer success team has been unhelpful, only stating repeatedly that theyll get back to me in 96 hours. So for 96 hours I have a black mold covered sofa in my home where myself and my small child live. I am appalled and seeking legal counsel if I do not get a resolution in a timely manner. 96 hours is not sufficient where black mold is involved. This situation is disgusting especially because they dont allow you to visit to check on your items at all while your things are in their storage, so you are blindsided upon delivery. I want my couch, armchair and peloton replaced or I want a full refund of every dollar Ive given this company to care for my items.

  Customer response

  09/09/2024

  Better Business Bureau:
  
  I have reviewed a response sent to me privately by the business in response to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The business has reimbursed me for $4900 worth of damaged furniture and has agreed to refund me an additional $1,317 for monies paid to them in the month of August 2024.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against PoC regarding their services.On Aug 16, I contacted PoC for a quote. I was assisted by ***********************, who provided a quote of $1,250 with a $50 deposit required to secure the booking. I confirmed all details, including the pickup and drop-off locations, and these were correctly reflected in the invoice sent the same day.On Aug 20, I paid the $50 deposit as agreed, with the remaining balance of $1,200 clearly stated. Until the afternoon of Aug 21, there were no indications from ****************** or any other representative that there would be changes to the agreed amount.However, in the evening, less than 12 hours before my scheduled move, I received a new invoice stating the total cost from $1,200 to $1,802. This last-minute change left me with no option but to pay the inflated amount, as I faced strict deadlines due to building rules and the end of my lease.I attempted to contact customer service, but my first call was abruptly disconnected and later attempts were unsuccessful. The next day, I received a call from PoC regarding the remaining balance, with no explanation provided for the price increase. When I inquired further, I was told that the quote provided to me was a "mistake" due to a mix-up between a local and long-distance move, resulting in a significant increase in my costs for mileage and fuel.At no point during our discussions or in the days leading up to the move was I informed of any potential price changes. The fact that this issue was only brought to my attention the night before my move left me with no choice but to proceed with PoC, as finding an alternative moving company on such short notice was impossible.I am seeking assistance in resolving this matter. I request that PoC honor the original invoice amount of $1,250, as this was the amount agreed upon when I paid my deposit and confirmed my booking. I am seeking a refund of the $602 difference that I was forced to pay due to the companys error.

  Business response

  08/26/2024

  To our respected client and BBB committee,

  We thank you for bringing this to our attention. Weve reviewed your complaint and agree that an error on our part resulted in the incorrect charge. If you havent already been contacted, our team will reach out shortly to process the refund of the $602 difference.
  We apologize for the inconvenience this has caused and appreciate your feedback.
  Best regards from PoC Team

  Customer response

  08/27/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Piece of Cake moving quoted a small, 6 item move on 7/28/24 through representative *************************, including an itemized list (attached) for the 6 items (so were fully aware what each item was) as well as 1 flight of stairs for both the point of pickup and the point of drop-off (also attached). I confirmed such details not only on all email correspondence (saved) but also on the follow-up confirmation email sent the day before the move. At the time, all correspondence had listed 6 specific items and 1 flight of stairs at each location (moving bedroom pieces down to the main level and out the front door to the street). On the morning of the move, I receive a call from ****************** stating that they had no awareness of stairs at any point and that it "had always been shown as a ground floor move". I protested and referenced the numerous emails she had written and quoted stating 1 flight of stairs at each location. Nonetheless, caught between a rock and a hard place with movers truly at my elderly mother's home not working until they received the associated, extorted upcharge, I had to pay. The email containing said upcharge then deceptively removed (backspaced out) the "access: 1 flight of stairs" - in my opinion due to ****************** removing it before sending so that she could point to no flights of stairs having been noted, though that fact is shown to be untrue from the previous correspondence and confirmation email. I am not expecting a free move out of this but only for Piece of Cake to perform on the original quote provided to me, which was 6 items to be moved with 1 flight of stairs in each location (pick up and drop off). I would be satisfied if Piece of Cake were to refund this upcharge (it's not much, but on principle, should be returned) and discuss with ****************** why deceptively editing quote emails is an unscrupulous business practice.

  Business response

  08/14/2024

  To our client and BBB committee,
  
  Piece of Cake Moving Team appreciates the BBB mediation effort and once again appreciates our client's feedback on the move as we did during the communication that our respected client had with us. We are apologetic because the client's moving experience wasn't as smooth as we intended it to be. Piece of Cake Moving & Storage, LLC is the company that cares about its clients' experience and goes above and beyond to remedy the issues that inevitably occur from time to time and that unfortunately are in the nature of the industry that we are a part of. 
  
  That being said, our **************** along with the Management believes that this claim is already processed with our client internally, which is why we believe that the escalation of this matter and involvement of a third party committee happened prior to our communication with our respected client.

  Best regards from PoC Team

   

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Deposit Payment: 6/7/2024 ($50)Date of Paying Remaining Balance: 6/22/2024 ($1,192.45)Date of Move: 6/24/2024 Piece of Cake Moving and Storage LLC committed to providing me with a moving service from ******** to the ***** on Monday, June 24th, 2024. In the process of the move, the movers (employees of Piece of Cake) left a wardrobe box and packaged radio on a dolly outside the moving truck, unattended. Not only did the dolly roll across the street and fall to the ground, the movers also walked past the unattended packages multiple times as they brought other items into the building. The movers then left the wardrobe box and packaged radio unattended for an hour, at which point two unidentified persons picked up and walked away with both items. Therefore, my items were not delivered to my new address, and the mover's negligence led to my items being stolen. I have received security footage from my current place of residence to prove this. I have also filed a police report.I have invoiced Piece of Cake a total of $6,437, for damages and the cost to replace all the items. At this time, they have offered to refund me $2,000. That is a total insult to the value of what was never delivered.

  Business response

  07/16/2024

  We write to inform you that the matter concerning the complaint filed against Piece of Cake Moving and Storage LLC has been resolved amicably with our esteemed client. After thorough communication and negotiation, both parties have reached a satisfactory resolution.
  
  As a result of our discussions, Piece of Cake Moving and Storage LLC has made efforts to compensate the client for the inconvenience and loss experienced. We consider this matter closed on our end, with both parties agreeing to terms that resolve the issues raised in the complaint.
  Thank you for your attention to this matter.
  

  PoC Team

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company was hired through my landlord to move my things temporarily for relocation in October things moved back in November (have been dealing with them since then). They promised me that my electronics were going to be safe. Upon arriving back to my unit my TVs were placed laying against each other on the sofa. I plugged them up immediately because anyone with some smarts would know you can't lay TVs together like that. Lo and behold my ** 55in tv screen was cracked (thank God I took before pictures)! They also cracked a glass shelf to a kitchen buffet (before pics taken too). So PoC has been reached out to multiple times first offering me $126, then another person offered $86 then someone else offered $64. I'm in low income public housing and I am also not the only tenant going through this (they have broken multiple neighbors things). How in reality with what was damaged do you afford to replace your things with the money offered. My next step will be small claims court. This is unfair and unjust.

  Business response

  06/21/2024

  Dear ****,
  Thank you for sharing your feedback with us. We understand your concerns regarding the recent moving service provided. However, we would like to clarify our position on the matter.
  As a moving company, we strive to communicate clearly regarding liability and insurance options before any service begins. Our default liability coverage is designed to provide basic protection, given that estimating the value of the random and not our items being moved is not possible, so we also charge with no regards to the value. We also inform all clients that they have the option to secure additional insurance coverage for items of higher value, which as per this reach out wasn't opted for in this case.
  Regarding your specific situation, we were not directly involved in arranging the service or discussing terms with you. It's crucial that the terms of service, including liability and any special arrangements, are agreed upon beforehand between all parties involved (us and the person arranging the service). As we were not privy to the discussions between you and the party organizing the service, we are unable to intervene or provide further assistance.
  We recommend reaching out directly to the party who arranged the service for you to resolve any outstanding issues or concerns. Clear communication and mutual understanding of the service terms are essential for a successful moving experience.
  
  Best regards,

  PoC Team

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company damaged and lost of some of my belongs and I feel that they should be replaced accordingly. I sent them emails detailing the situation and in return they said they could only offer me $113 for the lost and damaged items. Thats an insult. I have proof that they were negligent in properly returning my items to me because I had my neighbors box of items that was returned to me so that right there shoulda they did not take care of my items properly. I have pictures and videos to show that the damage items and I end up having someone elses items.

  Business response

  05/24/2024

  Dear *** ************** acknowledge receipt of your complaint filed with the Better Business Bureau regarding the services provided by our company. We appreciate the opportunity to address your concerns and provide clarity on the matter.
  Upon reviewing your case, it has come to our attention that you did not directly purchase services from our company, but rather through a third-party entity. As per our records, the agreement for the services rendered was made between our company and the third party, who subsequently arranged for the services on your behalf.
  It's essential to emphasize that our company operates under strict adherence to the terms and conditions outlined in agreements with our clients or their representatives. We fulfilled our obligations based on the terms agreed upon with the third party who engaged our services on your behalf.
  During the provision of our services, we ensured to communicate effectively and provide comprehensive information regarding the scope of work, procedures, and any associated terms and conditions. Any discrepancies or concerns regarding the services provided should be directed to the third party with whom you have the contractual agreement.
  We empathize with your situation regarding the damaged item, however, it's imperative to refer to the agreement you have with the third party for resolution. They are the primary point of contact responsible for addressing any issues arising from the service arrangement.
  We encourage you to review your agreement with the third party thoroughly and initiate communication with them to seek appropriate resolution in line with the terms outlined therein. Should you require any further assistance or clarification regarding our involvement in this matter, please do not hesitate to reach out to us directly.
  Thank you for bringing this matter to our attention, and we trust that it can be resolved swiftly and amicably through communication with the relevant party.
  Sincerely,

  PoC Team

  
  

  Customer response

  05/31/2024

  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:

  They did not resolve my complaint it was their men that moved things......it was damaged by their men hands there for they should be responsible for it. They should replace my items I'm missing and as well as the items broken in their care.  

   

   

   

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

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

• Initial Complaint

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Movers were threatening me to tip at least 20% in cash, physically forced me to give a good review over phone, peed in my sink

  Business response

  03/06/2024

  Piece of Cake Moving Team appreciates the BBB mediation effort and once again appreciates our client's feedback on the move.
  
  
  It is important to note that the service was provided four months ago, and at this point it is not possible to inspect, after 4 months have passed and tens of thousands of moves performed in the meantime. PoC team took time and spoke to the members of the crew who performed the moving service and although they stated that they don't remember this particular move, understandably, as they performed over a hundred moves ever since, they categorically denied such extreme accusation as urination into any sink is.
  
  
  Our movers are not allowed to discuss gratuity with clients as the decision on gratuity rests entirely with the client. If the movers happen to mention gratuity, Piece of Cake will provide a refund equal to 20% of the moving cost charged. This refund will be processed to the original payment method the client used to pay for the services and once processed the receipt will be provided. According to the law, no company can retain or take away gratuity from its employees. Therefore, the company will refund this amount out of pocket without deducting it from the movers. We sincerely apologize if this matter was discussed.
  
  
  The telephone call at the end of the service is well-intentioned, aiming to confirm the completion of the service and inquire if there are any additional needs requiring prompt assistance. This ensures that any outstanding matters such as placement of the heavy items, potential assembly issues, fitting items can be addressed promptly while the crew is still on-site. If there's a requirement for a handyman or if the client has any questions, this call provides an opportunity to communicate and address concerns. Additionally, it serves to inform the client, as was done in this case by the telephone operator, that our team is available for any questions that *** arise during the unpacking and settling-in process. Following this call, a similar email is sent to our esteemed clients the next day, in this case, on 12/08/2023. We did not receive a response to this email. Our movers do not insist on clients making this 15-second call nor; nor do clients ever refuse to confirm completion of the move, they offer the phone, connecting the client with an operator prepared to take immediate action if further assistance is needed.
  
  
  If our respected client requires further assistance, our customer success team contact point is the email address *******************************************************
  
  Best regards from PoC Team

  Customer response

  03/13/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Immediately after getting to my home they took a 20 minute smoke break outside my front door. Additionally, they refused to take several items from the apartment resulting in having to rent a U-Haul to do it ourselves. Since the experience was horrible we did not tip. The movers then stole parts of our dining room table that we would not be able to put together without and subsequently walked into my new home without knocking hours later demanding a tip for the parts. I was appalled. Additionally, they continuously called and texted my boyfriend demanding a tip.

  Customer response

  01/17/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a move on 6/13/2023 from ** to **. the items were picked up on time and delivered within a couple of days. However on delivery day, multiple of my furniture were broken or missing. They broke the leg on my dresser and taped it up to try to cover it. They broke my desk. They lost 2 pieces of my lovesac couch. Missing glass from my entry table. Missing screwed and broke a piece off my tv stand. Everything was purchased within the last 6 months. I left the apartment before they were finished, they never provided anything for me to sign. They told me they would notate all damage. The delivery driver **** was super nice but clearly lied to me. I contacted ***** who helped me with my move the next day as I checked the items and took photos of damages. He told me to reach out to a customer success coordinator which I did. However I was not told if I waited for them to respond and didnt submit a claim with moving insurance I would not be covered. I send photos and a list 3 days after my move to them and now their moving insurance is claiming due to me not claiming within 7 days they will not cover it. The drivers also falsified my signature on the moving forms as I was not there when they completed. I was told by **** that if they found the items, he would call me and let me know. He did find one box that unfortunately was a damaged collectible but did not find the cushions. This makes me think they were delivered to someone else on route. They clearly do not want to help me or cover any of the damages or lost items.

  Business response

  08/25/2023

  To our client and BBB committee,
  
  Piece of Cake Moving Team appreciates the BBB mediation effort and once again appreciates our client's feedback on the move as we did during the communication that our respected client had with us. We are apologetic because the client's moving experience wasn't as smooth as we intended it to be. Piece of Cake Moving & Storage, LLC is the company that cares about its clients' experience and goes above and beyond to remedy the issues that inevitably occur from time to time and that unfortunately are in the nature of the industry that we are a part of. 
  
  That being said, our **************** along with the Management believes that this claim was settled and closed and we thank our respected client for the pleasant communication while communicating this matter.
  
  Again, our **************** along with the Management believe that this claim is closed and matter settled.

  PoC Team remains at your disposal if any information is needed.

  Respectfully,
  PoC Team
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, I moved with Piece of cake in April, and I just noticed they created huge scratches in the wood floor when they point the couch down. They did not inform me of this, and Im requesting to be compensated immediately as my building will charge me for this.

  Business response

  08/14/2023

  To our client and BBB committee,
  
  Piece of Cake Moving Team appreciates the BBB mediation effort and once again appreciates our client's feedback on the move.
  We are surprised that this is the first time we are hearing about this issue, 4 months after the service was provided. Deadline to report such an issue is 90 days and as this issue was reported passed that time frame, we are unable to accept this claim as the valid one.
  The reason for this liability, as same as any other to have the expiration date is very logical and we would like to explain it. If there was no time frame on the liability, nothing would stop clients whose properties were not affected by our team, to get back to us after indefinite periods of time using the apartments and causing wear to the space used. If this was the case, essentially, hiring a moving company would be equal to unlimited insurance to the space used, in terms of money and time. Another reason is inability to inspect such matters so long after the service. 

  
  We thank you for your understanding.

  Customer response

  08/16/2023

  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 reason my complaint is now is because I did not see this until now since it is under the couch, which I am unable to lift, so I didnt even see it. My response is also not that late, considering the deadline is 90 days and this is one month later than that. 

   

   

   

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

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

*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. ↩