Complaints

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. I was charged for a full move, shrink wrap, and 4 hours. A full move was not provided, as the movers told me they could not take my TV, mirror, or glass items, so I had to return to move these myself. They dropped boxes labeled "fragile" from a dolly, breaking a vase beyond repair. They did not shrink wrap my items - see photos of destroyed chair legs. They did not use the four hours I was quoted - see receipt was sent at 11:35 - they arrived at 9:15, and movers disappeared for 30 minutes between locations and did not respond to phone calls during that time. Owner later said they told me they were getting a snack - this is a lie, and they had just arrived an hour before. 2. When I returned to get the items they could not take, my mother, who was helping me move, stayed with the movers and paid them. ****** told her the amount owed was $710 (his initials are listed on the receipt as accepting payment). My mom did not realize I already paid $221 by card as a deposit, and the most I would owe was $665, and she paid the $710 in cash (plus an additional $40 per mover (3) as a tip). However, I was emailed a receipt that said $665. 3. Contacted the owner. His response was that I was not present at the time so "we don't know what happened". I am a full-time student and my mom was helping me with the moving cost - she knows what she paid. ****** refused to return my phone calls, and implied I was lying. He acknowledged shrink wrap wasn't used, yet still did not refund me for that cost. Also did not acknowledge why I was charged for 4 hours when receipt indicates about 2. I understand the tips and deposit are not refundable. However, I would like a full refund of the $710 - I was not provided a full move, my items were damaged, the amount of time was half of what was quoted, and an employee lied to ensure a larger tip, and the owner does not even show the least bit of concern about any of this.

  Business response

  11/06/2023

  Hello **** is great when you look to be the victim here fabricating a story. I have never refused your call I have email confirmation stating not talk to you. The next person I would be speaking to was your lawyer. I have emailed you even since with regards to your claim and how you could go about handling your claim. You continue to stress something that I am not aware of regarding missing extra money. I have no reason to lie about $45 dollars ($710-$665). At my office at that time that was all we received in-hand. So if there was something else that went on where you felt that took place I have no knowledge of it nor did my Supervisor who clocked ****** out that day. The business is now closed to the public so if you have tried reaching us since that is the reason for a no response. So to Sum up your statement. 1. Regarding Damages we have tried to resolve this and I am still willing compensate based on the chosen "valuation" you chose and based on the items mentioned in the emails you have sent.  2. We will not refund you for work already performed regardless if there were things left as we already discussed this matter in depth and why it was left behind. If you were charged for 4 hrs it was likely because there was a 3hr minimum job time ( So even if the guys took a break and we deducted it from 9:15am - 11:35am you stated. It would still be a 3hr minimum. 9-12pm coverage the extra hr would be your travel time which cover the guys getting from our HQ-Pickup and Drop off - back to HQ. This was all laid out at time of booking on the estimate signed.   So I am not looking to go back and forth about the logistics of your move at this point. I am willing to sort out the damages and move on. Please let me know how you would like to proceed.  

  Customer response

  11/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.The response from the business is rude and unprofessional, which is consistent with my previous interactions with them. They continue to lie and deny what actually transpired that day.  Immediately following my move, they refused my phone calls and did not respond to voicemails, they only responded by sending (barely-literate) emails. The business is not addressing my complaint in regard to how I was charged. I was not informed the movers were leaving for a snack (this is the 30 minutes between locations they were unaccounted for) nor should they have needed a snack after only an hour, and I was not informed I would charged for this time. I was not informed that certain items would not be taken (my estimate clearly says "full move"). I was charged for shrink wrap, which was not used, and which resulted in my items being damaged. They state they charged me a three hour minimum; my estimate says four hours - they took two. They state that because they counted the correct amount, the employee could not have lied about it. I paid in cash - just because the employee did not hand that money to the business does not mean he did not lie about the amount due to ensure a larger tip. The business is hiding behind this as a means to dismiss my claim about their employee rather than being responsible, calling me to discuss the matter, and investigate what happened. They say they have no reason to lie about $45 - neither do I, but why else would I go through the trouble of filing a complaint? They have every reason to lie, as their employee, who was at the time collecting payment on their behalf, lied in order to steal from a customer. Although they claim the business is closed (they are just operating under a different name now), I would still like for my complaint to be made public so other consumers are aware of how unethical these people are. Other reviews on ****** have listed similar experiences to mine, in which the owner responded to the reviews that the reviews were "Scams" or "fake", so consumers need to be made aware of these kinds of practices.  In regard to the damage to my items - the company website stated they were "fully insured". Their claims process, however, does not go through an insurer, so in addition, they engage in false advertising. I do not believe based on my interactions with the owner that I will be fairly compensated for my items. Additionally, one of items, a vase, was a gift and is not replaceable. My furniture company replaced the legs of my chair at no cost (because that's what good business looks like), so I am not seeking to be compensated for those anyway. I was, however, looking for the company to take responsibility for their actions, but since that is not happening, I am not accepting their offer.   Regards,  ********* *******

  Business response

  11/07/2023

  So at this point from the business side we are going to close this matter. Sense the items were repaired and you refused our offer. Please take care. 

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 1, 2022 4 men from Mack's Moving Company used 2 trucks to assist with my move to *************. My husband and I paid $4,007.12. They started in ******* **** and loaded the contents of my storage unit. As they were about to load my last item (my upright piano) the elevator stopped working. It appeared it was because the movers had left the door open too long and the elevator shut down as a safety precaution. They then claimed that my piano was not on their inventory list so they were not going to move it. I have attached the final contract sent to me by Mack's which clearly shows on page 8 in the second column my piano listed. I incurred an additional cost of $247.00 to keep my piano in storage and then an additional approximately $200 to have the piano moved from the storage unit to my garage. I still will have to pay additional money (approximately $200-400) to have piano movers correctly move the piano inside my house. Additionally, when the movers arrived at our apartment in ************* they were unable to move the treadmill and did not move the large TV, both of which are listed in the final contract on page 8. I had to make other arrangements for these 2 major items to be moved. I tried to work with Mack's to get them to move my piano but they have refused unless I pay them more money to schedule another move. I already paid them well over the initial estimate that I received in June because it took them approximately 4 extra hours (at a cost of $300 per hour) and I will not pay them any more money. In fact, I believe they owe me AT LEAST $700.00 for the money I had to pay when they did not fulfill their contract and for the extra nuisance this has caused.

  Business response

  08/30/2022

  Hello *****, My name is Dwyght Mack the owner of Mack's Moving Company. I am sorry about your experience you're probably right about your Piano being on the inventory to start off but we do charge a specific fee to move upright piano's which was not on your estimate. Just like any moving company you call they will or should have a piano, hot tub, pool table fee. It's just an item that can't be played with due to its weight and fragileness. Now I don't want to go back and forth about who said what during your initial conversation while booking your move because how far back that could of been. We would like to offer you back half of your asking price $350.00 as a means of compensation and distress. We believe that is more than fair as we are obligated by NY State to charge for pianos and that charge was not listed on your contract but we want rectify some of your loss. Please let me know if that will work. Thank you so much.

  Customer response

  08/31/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I request that the $350 be refunded to the credit card that was used to make payment, or in the alternative, that a check immediately be sent to me at * 
    
  
  

  Business response

  09/02/2022

  This message was received and being processed. Thank you.

*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. ↩