ComplaintsforMiracle Movers

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are military and were living in a rental. We purchased a home about 12 minutes from our rental and not having family in town, we decided ronhire a moving company to move only our large items. I booked a time for someone from Miracle Movers to come and give us a quote. That day came and no one showed up. I called to see where they were and they did not have us listed for that day, I was given the wrong date. Once they did come out, they sent **************** to come and give us the quote. I showed him everything i wanted moved and i included the very large items we had in our garage. We were quoted for two trucks, 4 employees at $2438.50. I was told he always quoted on the high side and it would be less than that. The day of the move, they only used one truck. We were asked to initial the type of protection that we wished for them to use and we chose basic, which was free, The other option was full value protection which you will clearly see we did not choose. My husband initialed for basic. We decided to have them leave everything in the garage as our new home did not have a garage and we had another month and a half left for our rental agreement so we were going to leave those items there and move them ourselves once we purchased a shed. During the move, I was in the kitchen when one of the workers brought an item down from upstairs. As he was taking it outside, he hit the top of the entry frame going into the hall to take the item outside. It completed broke off a piece of the frame of the wall. We told them we wanted it fixed since it was a rental instead of knocking money off our bill. They told us they would have someone call us To come fix it. To this day, no one ever called and we no longer have possession of the home but were charged for it. The final bill was $2586.50, more than quoted. They charged us $448.56 for the full value protection, we didn't choose. They didn't adjust for the items left in the garage, nor did they remove the full protection charge.

  

  Business response

  01/26/2024

  Customer was contacted by the manager of the Miracle Movers Sandhills location. He was able to explain that they were not charged for the full valuation protection as evidenced by the final invoice. It was also explained that the move was done by the hour, so they only paid for the time used. It was acknowledged that the damage to the wall had not been repaired prior to their vacancy. It was agreed upon between the MM manager and the customer that a $500.00 reimbursement for the error in truck charges and repair for the wall. Customer was satisfied with this and the claim is now closed.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damage to our furniture during move. Worst damage to our queen *** frame and a small cabinet which sustained a disfiguring ***** in one corner. Other items were scratched or fabric torn. We are asking for the basic value protection we signed for to apply to the cost of repairing these damages. Company has not responded to our follow up emails or phone calls.

  

  Business response

  01/26/2024

  According to customer's choice of basic valuation, claim was settled. Check has been sent.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted with Miracle Movers to move us on June 3, 2023. Around 7:30 am, we were called to confirm that they were on their way. Shortly after 11, we were called to say that they were not coming. They were going to give me a discount for the inconvenience. Over the phone the discount sounded to be about $800, but it turned out to be less. The mover arrived on June 9th (2 hours late) to pack and load. They arrived in Virginia on the 11th to unload. One truck had problems and was late, so the unloading took all day. The crew was super friendly and we enjoyed talking with them. However, when my mother went back to the house, she noticed that items were left in the house - a mirror to a dresser, my wedding gown, a large picture and other odds and ends. When I called ****, he asked, "didn't your husband go through the house?". I have done a dozen moves across the country and there is someone who ALWAYS goes through the home to do an entire sweep to look for leftovers. **** promised me that the items would be picked up, which they were the following week ( around mid June). I was told that they would bring it up on a truck and they would let me know. In early August, I contacted ****, asking for an update on my items. He told me that they had a truck coming up at the end of August. It is now August 31st. I called him this morning and could not get through. I texted him, I did not hear anything. I called him this evening, and he said that now it will be October. I told him that I wanted my items back. He said, "Well, if your husband would have told them to put them on the truck we wouldn't have a problem". I told him to not bring my husband into this, because it is not his fault. He said, "Well, it isn't my guys' fault". I said, "yes, it is". He said, "I am not going to argue with you" and hung up. By my estimation, there is probably at least $1000 worth of items sitting who knows where. They claim to be a ************************ They aren't

  

  Business response

  09/15/2023

  We have been in communication with the client. Her belongings are on our truck as we speak and headed to the delivery. This will all be handled by end of day. Sorry for delay or any miscommunication. Thank you, Miracle Movers . 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Miracle Movers of ********** **** moved me on April 18 2023, damage was done to dresser leg, took all 4 legs and promised me they would fix it with a wood working person, I have called many times and owner says he was going to also come out and look at it, but never did. So far nothing is being done and owner doesnt seem interested in trying to resolve this issue.

  

  Business response

  05/16/2023

  Hello, there is time frame with the client and Charleston Miracle Movers, 

  4/18/23 - ************** ******* Policies, Estimate, and Moving Contract Signed by client for Basic Value Protection
  4/18/23 - While carrying the chest of drawers the legs broke off
  4/18/23 - *********** team, and client were all aware of the damaged item
  4/19/23 - Office received call from client and confirmed all the client's information
  4/26/23 - Client was emailed the damage claim form
  4/27/23 - Client completed the damage claim form and sent it back
  4/27/23 - Contacted client to let them know that we had received the claim form and we had sent all the clients information/damage claim form over to our claims department
  
  Unsure Dates - 
  At some point the client was contacted by the office and told that we would be out there for the repair
  Client's husband called in to the office and asked for an update on the repair.  He was aware of someone contacting them to schedule a time to come out for the repair but never heard back
  
  
  5/12/23 - Client contacted the office once again and ****** gave the client through text the address to the office.  Client and husband came to the office to pick up the broken pieces.  I apologized one more time to the husband and he was understanding then thanked me for the communication during this process.  After that the client has had no contact with the Charleston office.
  
  
  I think that sums it up  Please let me know if you have any questions or need further clarification on anything

  Customer response

  05/16/2023

   
  Complaint: 20046551
  
  I am rejecting this response because: With no response from Miracle Movers to fix broken legs after 3 weeks we picked up our dresser legs and are now getting quotes to have repaired. ************************* says he was coming out twice to look at and never showed and never called. There was never any need to look at it , instead he should have called someone to repair it. Why did I fill out a claim form from company when they had no intention of fixing damage? I feel like he was never intended to make it right! 
  
  Sincerely,
  
  ***********************

  

  Business response

  05/16/2023

  Since the last response, ****** has spoke to Mr. and *****************. Once we get the repair taken care of the client will respond with an update. We should all be on the same page now and will keep communicating with our client. Thank you!! 

  Customer response

  05/17/2023

   
  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.
  
  Sincerely,
  
  ***********************

  Customer response

  06/14/2023

   
  Complaint: 20046551
  
  I am rejecting this response because:This is my second attempt to get Miracle Movers in **************** to pay for my repairs on dresser that was damaged during move. We kept getting the run around until The Bbb was contacted in May, now, once again, we are getting the run around. We found a furniture repair guy to fix the furniture, the work was completed and submitted the invoice. We continue to wait for Miracle Movers to pay the repairman. We have followed up with Miracle Movers and they failed to respond. It has now been 3 months of unsatisfactory communication with Miracle Movers.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/15/2023

  I have been in contact through emails and I also spoke with **************** on 6/7/23 in regards to the invoice that was sent to me. Here are the emails on 5/17/23. If you give me an email address I can forward the  emails to you. Thank you. 

   

  ********************;<***********************************************> Wed, May 17, 10:09?AM
  
  to Ppoff1356, ******
  
  Hi *****, once we get the estimate and give the approval we will get this taken care of. We would like to pay the repair guy directly with a credit card. If we do a check, this has to go through our accounts payable and take about 2 weeks. Thank you again, 
  *********************

  *********************** May 17, 2023, 10:53?AM

  to me, ******
  
  Sounds good, thank you.

  On June 2nd, I received an email from ********************** with an estimate for approval.  (it was never approved)

  On June 7th, I received an email from ********************** with an invoice. 

  I then called the # and spoke to a gentleman and asked for a name, address and to explain the work performed. My first response to him was this estimate was never approved, so why was the repair done?. I went back to the email from 6/2/23 and asked him to show me where it was signed and approved. He said he didn't have any proof to show me. But then said he got approval from ****************. I told him that **************** didn't have the right to approve it and I was only one to do so, this is why you sent the estimate for approval to me. That was his mistake not mine. I told him that I would contact **************** to discuss the invoice. I then called and spoke with **************** and explained the reason for my call. He acknowledged giving the approval and said we could work it out and the bill will get it paid. I told him to expect a call from ******. I reached out to ****** in ********** office (manager) who was in communication with **************** previously. We discussed the invoice and gave him approval for $250. He said he would call and get it handled. I thought it had been resolved until I get this message from the BBB today. So here are our 2 options, we pay the $250 or we process the claim with the basic liability coverage. This would put our liability at $120 . Please call me at ************ or send me an email. Thank you, **********;

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Miracle Movers packed and placed our home furnishings in storage. We requested they deliver the items to our new home the end of Dec. 2022. The earliest they could deliver was about 5 Jan. **** still charged ** for the whole month of January, which we did not dispute. However, they continued to charge my credit charge for storage for Feb., March, and April 2023! I contacted "****" our representative multiple times but he has failed to get these charges canceled. **** are about to charge me again for ***** I talked to him today, he claims he is powerless as he is not in the accounting ***** He implicates an "*****" but won't give me her number or the number of any other Miracle Movers agents, including the owner! I protested these charges with ********* and they investigated and clawed back these charges but it seems never ending! I informed **** today that I plan to talk to the Myrtle Beach police fraud ***** tomorrow if the planned credit card charge goes through. He was indignant but could offer me no assurance of resolution!

  

  Business response

  05/04/2023

  As of today Thursday May 4th, we were in touch with the client yesterday (May 3rd). We have talked to our credit card company and will have this resolved in the next 2-3 business days. He will be issued a credit to his credit card. I apologize for this miscommunication non our end and delay to get this taken care of. Thank you, ***** Miracle Movers 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Nov. 4, 2022 Miricle Movers moved our furniture from ***** ****** *** to our new home in ****** * ** after being in storage for two months . We paid them over $10,000 for the move . When we received our furniture many pieces were either missing or broken . Missing was 3' X 5' piece of granite that was on a cocktail table , two 6' foot tall artificial trees in a planter, one men's bicycle ( wrong bike was delivered -said they would deliver correct bike in 2 or 3 weeks - never received it) , and many miscellaneous pieces . Broken was a five foot round , 1/2" thick beveled glass table top , three four foot artificial plants in a planter, large rocking reclining chair , and 48 6" X6" tiles that were on a table . I filled out a loss form which they received and was promised a check for $400 which I never received . They don't answer my phone calls or responded to any messages .

  

  Business response

  02/14/2023

  Hello, I just received your complaint and will reach out to the Miracle Movers Charleston location and get this resolved. I am in the Wilmington location and if you would like to speak with me directly my name is ***** **** and office # is ************. I will respond by Friday Feb 17th if not sooner. Thank you, *****

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Miracle movers were hired to do our move and we couldn't have had a worse experience. First of all they show up and all of there moving blankets are soaking wet. They didn't properly wrap the furniture which lead to multiple items being broken in the move. Even after explicitly asking them more than 10x to be careful they just threw our stuff in the truck. I had to sit there and babysit them so they would wrap the furniture before moving it. They loaded the truck and it looked like a 2yr old just tossed everything in there. Some items were to go to storage and others to the house. We clearly identified for them what was to go where. They mixed up the items and it was a huge inconvenience. Not only that but they were supposed pack and drive the same day instead they packed and left the following day. Said they would leave at 6am and arrive by 10am to unload us. They didn't arrive until after 1pm. They literally just threw everything into our storage unit it looked like threw up in there. I have never seen anything so bad in my entire life. Multiple items were damaged and the movers response was well that's unfortunate. This joke of a mover dropped the same Table 2 times and broke multiple legs off of it. His response was a little wood glue and you'll never notice it. I had to completely empty the storage unit and repack it so boxes wouldn't fall. So after paying this highly unprofessional moving company,a lot of money they won't return our calls let alone make things right. We paid for a professional move and that was anything we got. Be ware of **** he is the loud mouth from **********, condescending and unwilling to take responsibility for anything. They have make all of these promises on there site line furniture wrap guarantee. The only guarantee you'll get is that your belongings will be tossed around and broken. They were so **** poor I wouldn't even recommend them to anyone even if they offered to do it for free. Worst moving company Ever

  

  Business response

  11/17/2022

  I will be calling the customer by end of day today.

  Customer response

  11/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have yet to receive a call from Miracle Movers. This is just further proof of how they conduct business. Still waiting to hear from them.

  

  Business response

  01/06/2023

  Business responded that a check in the amount of $1200 was mailed out to the consumers mother on November 29th and cashed on December 6th. The business considers the issue resolved.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  COMPLAINT: Damaged and unrecovered goods during move from SC to FL. DATE: 7/10/22 Miracle Movers arrive to load whole house for move. DETAILS: First incident occurred when they failed to safety wrap with plastic a large, heavy headboard then loaded it on the truck standing it up WITHOUT STRAPPING to secure. The piece then fell over causing damage to the headboard itself (extent of damage unknown at this point) . Their boss/?owner, John, was immediately notified of damage. The loading continues until it's realized a third truck is needed to complete job which then is loaded. However, the movers were informed after loading was done that the 3rd truck couldn't leave the state of SC. So before heading down to Florida on 7/11, they needed to unload and reload a different truck. On 7/12/22 trucks are unloaded in FL and when the 3rd truck door was opened, it was readily apparent that nothing was secured as witnessed by myself. We had our refrigerator laying over, lamps were broken, and two electric bikes were underneath other fallen items. Next offense is Deception: I was not made aware when I hired Miracle Movers that payment for services was expected day of delivery and that they couldn't unload the trucks until paid....not much of an issue until they declined to use a credit card or personal check. They only accepted certified check or cash. I ended up using my DEBIT card and they CHARGED me an additional 3% COST OF MOVE: $10,100. The most crucial ERROR is two marble-top tables are missing (unaccounted for) and John nor anyone else with Miracle Movers can tell us what happened to them (I have my speculation). DAMAGES Value/Loss: $2100 I have been in multiple conversations with John via phone, texts and emails to get some type of resolution. I have completed a Loss/Damage Claims Report and included pictures of the damages to headboard and the two pieces of missing furniture. I am so frustrated and angry that John continues to lie & make lame excuses.

  

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/10/14) */ As of today we have still not received a claim form from this client. Be more than happy to process once I have it. Please advise. Thanks Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) update sent ***BBB Note- Consumer provided the following update*** Update ... on Tuesday 10/18/2022, I spoke to Kristi at Miracle Movers in Wilmington, N.C. explained to her what was going on. I forwarded ORIGINAL message that was sent to John on 09/15/2022.She acknowledged receiving said document while I was on phone with her. sounded a bit confused as to John saying he never got. Like I said previously... communication is non existent..... Kristi said she would reach out to John for him to contact me. I'm patiently waiting Business Response /* (4000, 9, 2022/10/21) */ have received the claim form and will begin the process. Consumer Response /* (4200, 11, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) still waiting for response from movers. was supposed to get back to me last week. Business Response /* (4000, 13, 2022/11/07) */ The claim is being processed as we speak. If we need any additional information we will email the client directly to his email. We hope to have this closed out by Friday Nov 11th. Thank you, Miracle Movers Consumer Response /* (3000, 20, 2022/12/06) */ UPDATE.... 12/3/2022... on 11/21/2022 was informed that check to be sent out that day... to date have not received check. Also have requested 3 times to speak to owners..... also with no response. They want me to accept 180.00 for all of damage. And no response as to missing furniture. Reopen case Please. Thanks Larry and Pam ****.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There were some issues, I paid an extra $300 toward the move that one of the movers was dishonest about. I'm missing a large 3ft tall heirloom statue that I was promised was accidentally left behind. For the past almost two months I've been asking the whereabouts of the statue and was told it's at the loading facility, someone will get back to me, etc. I keep getting the runaround, the manager had a mailbox that is full, and no one can tell me what the status is of this statue. I tipped 2k on a move that cost 7300k out of state. One gentleman misquoted me taking an extra $300 and this statue is missing and no one can give me an answer. This statue belongs to the person I take care of and he inherited it from a friend who passed away. This individual I take care of has a rare neurological disorder and would like their statue back but I cannot receive a response, location or update about it. I was guaranteed by the movers it's at the weighing location and I would get it back. Two months later almost and I don't even know if they still have it because no one will contact me. I feel stupid tipping 2k on this move to have missing items. I just want the statue back, it was paid for and included in the move, and I tipped very well. Communication is key and I have next to none of that. Technically, if they left it behind and know that, and won't call or give it back, it's stealing. I just want it returned. Thank you.

  

  Business response

  07/29/2022

  Business Response /* (1000, 8, 2022/05/05) */ We do acknowledge the breakdown in communication, both internally and with the customer, and we very much regret the frustration this has caused. We have spoken to the customer and are actively coordinating delivery of the statue to take place as soon as possible.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 16, 2021, one of the movers broke my TV stand while moving it into my home. When I signed the moving contract on November 15th, I initialed that I would be paying the additional insurance, which cost $200. After the TV stand was broken, I spoke to Alice who informed me that since I didn't pay the $200 up front, it would not be honored. I was not told this by their worker when it was signed. It took several days to receive the claim form. I sent it back immediately and have been going back and forth with phone calls and emails since November 22nd. I had been told several times before receipt of the claim form that someone would be contacting me. Of course, no one did. I was told the same after the claim form was submitted. Again, no one did. I emailed Alice that I would be contacting the BBB on December 13th, if she didn't provide me with a phone number of the person to contact or wasn't contacted by anyone by today. Of course, neither happened. I want full replacement since the TV stand can't be fixed.

  

  Business response

  07/08/2022

  Business Response /* (1000, 9, 2021/12/29) */ We moved ***** on 11-15-2021. The item that she is claiming is particle, pressboard which we do not cover. I have spoken with her and even reached out to our furniture repair guy. I also have pictures just not seeing how to attach them. Please reach out to me with any questions thanks. Consumer Response /* (3000, 11, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Miracle Movers are responsible for the damage to the tv stand, as stated in their contract. I was told several times that their furniture person would contact me for an appt to view the damage. No one ever contacted me. If it can't be tepaired, then it must be replaced.In addition, there is no explanation that if any furniture damaged by their wirkers is not wood, then it is not their responsibility. All damages to brand new furniture is their responsibility. It is stated in their contract. How does she know what the tv stand is made from or that it can't be fixed if no one came to examine the damage. Business Response /* (4000, 15, 2022/02/22) */ Hey ****, ***** had a piece of furniture that was broken. She originally stated that she purchased full value protection but she never paid it. She said she wanted it fully replaced and I told her she never purchased the FVP. I also mentioned that even if we let her pay the full value after the move we would still have the right to repair the item before we replace it at current market value. I told her I would try to get it fixed no matter what, whether it be basic or full value. After the conversation she sent the claim form with pictures and at that point I noticed it was pressboard and it is not covered. I then said I would still reach out to our furniture repair guy and he said the same thing, it is pressboard, particle board. Let me know if you need anything else. I can send over the signed paperwork, pictures and claim form first thing Monday or I can possibly tomorrow. Will that be ok? Thanks Alice M**** Consumer Response /* (4200, 17, 2022/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, ****. As stated in my original complaint and the emails that were attached, I selected the option for the additional coverage once I saw the young workers sent to do the work, and also because my belongings were being stored overnight and signed the contract. First of all, after the tv stand was broken, I spoke to Alice M**** on the phone of one of her employees. She told me that the additional coverage did not apply because I didn't pay for it up front when I signed the contract. However, the worker that was sent did NOT tell me I had to pay up front for the additional coverage. It is the company's responsibility to inform their workers that they are to provide detailed information to customers. Secondly, I was repeatedly told by Alice M**** that someone would be contacting me to take pictures of the broken tv stand. No one ever contacted me. As you see from her response, she doesn't mention that her furniture guy came to my home to actually see the tv stand. If he had (assuming guy = male), he would have found that it's not completely made of "particle board". Also, if he is a furniture guy, then he would have determined that there may be a way to have the broken leg fixed. If it is not possible to fix, I should receive full reimbursement for either my own repair person or for replacing the furniture. I sent the pictures of the broken tv stand and the claim form on 12/13/21 when the complaint was filed. Please let me know if you need me to send them again. I'm hoping that this unfortunate matter can be resolved soon, as the tv stand has been sitting upside down in my living room since November. Had Alice M**** & Miracle Movers done what should have been done in the first place (sending the repair person to fix the stand and/or provided the reimbursement), I would not have had to file a complaint and would have a usable tv stand. Thank you for your assistance.

*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. ↩