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:08/25/2022

  Type:Customer Service 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 scheduled a move of a 3-bedroom home and a storage unit, but did identify that it would only include the large furniture such as beds, dressers, couches, chairs, and heavy items. It would not include the boxes and/or bins or smaller items as we were moving those items ourselves. I identified that we would need the large truck and three men for a full day. When moving day came, three guys showed up in a U-Haul truck that was a small, 20' truck only and NOT EVEN A REGULAR MOVING TRUCK. It was NOT even a 26' U-Haul truck! I was paying by the hour for these three men at $181 per hour, which was higher than the other two companies that I received quotes from at $137 and $151, but this company was available sooner so I went with this company. Because they showed up in a 20' U-Haul truck, it took these 3 guys THREE TRIPS to move the furniture. The guys themselves said they could have made the trip in ONE trip or it might have taken them half of a second truck if they had the regular Gentlemen's Mover's moving truck (as seen in the moving company ad's online) - but it was broken down and in the shop). Because it took THREE trips, IT TOOK THEM 11 HOURS. When I complained to the management, he said it was not his fault that he only showed up with a 20' truck and that decision was "above his pay grade," But as a result, I asked for at least 3/4 hours to be reduced at $181/hr but he deducted 1 hour only. So I paid over $2000 for a move of 8 miles and it should have cost much less because they had broken down equipment and showed up with a U-Haul - not even a 26' truck but a 20' truck, no less and had to make 3 trips. I should not have had to pay more than $1500 at most. The moving guys themselves were great but not the best at stacking/organizing in a 20' truck. POOR MANAGEMENT DECISION
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */
  In regards to the customer's complaint, it's true that the truck we would have normally used for this job was out of commission, thus leaving us with a smaller rental truck for the job. Based on some initial correspondences with the client, we were hopeful that perhaps the items would have fit in the smaller truck, but they did not, thus requiring several trips.
  However, it should be noted that our men reported to us that though perhaps it would have all fit into the larger truck, it was doubtful, seeing as how our larger truck is a 26 footer and the the 20 foot truck that was utilized required three trips, not just two. Two full and one partial load of a 20 foot truck won't fit into a 26 footer. It would have taken the large truck two trips or required two trucks to begin with. Two truck jobs always require four men, not three, which would have produced a higher hourly rate for the client. Or, the one larger truck would have had to make two trips. Since the original estimate was for one truck, and one, larger truck would have required two trips, we deducted an hour's travel time from the bill which was the equivalent of one of the round-trips between the upload and download destinations. All of the rest of the cost was labor time, which by the customer's own admission our workers performed in an exemplary manner.
  Regards,
  GM