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:04/04/2023

  Type:Delivery 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.

  They came to the house I was moving out of 4/1/23 @10:30am. my friend **** met them. We had everything organized and ready to haul for donation and or throw away. It was all clearly visible. We chose them because that had the cheapest base rate, and it wasn’t a ton of stuff so I was thinking mine would be base of $99 this shouldn’t be that much money. **** calls me with their so called up front pricing guarantee. It was $180, **** said it’s because of a few item they have to haul away. I reluctantly agreed to $180 for ten minutes worth of work from the two guys. Then the guy runs my card and looks at **** and says oh yeah it’s $210. **** replied what you said $180, l was told he kind of shrugged his shoulders and they left, didn’t even offer me a donation slip nothing.When I found out they had ran my card for more than what I had approved it to be ran for I immediately called them. The lady at the call center was very nice and seemed helpful and understanding and said she would put in a complaint for me to get my $30 left bascule at this point had stolen from me back. That was that I thought. But I was wrong, the landlord goes over today to do the walk through of the home and low and behold the garage still has stuff in it! WHAT! I was floored. I was quoted $180 to have all the stuff removed I made that very clear. So now I have to leave work pay someone to meet me at the old house and haul all the leftover stuff away. So now I’ve paid yet another person to finish the job they should of finished. I called them again. The call center lady was very nice she said Steve the manager had tried to reach out to me for more information on the first claim. I then told her about the new one. I had **** forward me the email where it had the break down of service. They charged me $30 fee to haul away a mattress and a 31 or up size tv. The bed was a toddler bed and the tv was 27in. I spoke with Steve he offered the extra 30 back nothing else when they didn’t even finish.

  Business Response

  Date: 04/04/2023

  **** was the customer who called us to remove Junk from the house referenced in the complaint.  Ms. ***** was not onsite and we did what our customer requested.

  Our driver quoted $180 for the junk reported by **** when we arrived on site.  The $180 is based on 1/6 of a truckload (see attachment) plus $30 for mattress disposal (size is not specified by Greenville County Solid Waste).  **** then asked if we could add a TV and our driver said yes, but there is an extra $30 fee charged by the dump.  **** agreed to the charge and paid for the job using Ms. *****'s credit card.

  The next day, Ms. ***** filed a complaint with our corporate office.  We refunded $30 to her credit card on 4/3, per her claim.

  If we had taken everything shown in the picture, it would have been closer to a half truckload ($270) plus the $60 in fees = $330.  We weren't shown the extra items by our customer (**** *****) and it doesn't sound like Ms. ***** would have for paid it if he had.  Greenville County residents pay to use the dump through local taxes, but we have to pay for every load we take to the dump by volume or by weight. Our volume weights are competitive with other Junk Removal companies in the area and is based on the rates charged to us by Greenville County.  We have attached our rate sheet and how we judge the volume in the truck.