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:11/02/2023

  Type:Service or Repair 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 took my washer from my old house, moved it to my new house, barely attached the washer hose, turned on the water so it was spilling down the wall, and then pushed the washer back in place to cover the leaking and left. They told no one that they even turned on the water. When I arrived at my new house 24 hours later, my floors were completely destroyed. It cost me over $6000. They said it was my fault because they aren't plumbers and don't know any better. I informed them that you don't hire plumbers to attach a washing machine hose and if they were so inept, they shouldn't have touched it in the first place. They refused all responsibility and said they would pay nothing.

  Business Response

  Date: 12/15/2023

  My Town Movers was very clear we will assist in disconnect and reconnect of the customers washer and dryer at the customers request however we are not licensed plumbers and do it simply as a courtesy. We are very clear it is up to the customer to double check everything before running any loads of laundry to make sure there are no leaks. We did not turn the water on, that was done by the customer. If there was a leak the customer should have turned the water off immediately. We are very clear that My Town Movers takes Zero lability in connection of water lines which is all included in our paperwork and need to know emails we sent them. This claim was reviewed by our insurance company and after reviewing all of our Need to know emails the customer received as well as the legal forms they also deemed it was the customers fault.  I understand the customer is upset but it was their responsibility to check over all water connections. Additionally we did not turn the water on

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20815503
  
  I am rejecting this response because: My Town Movers is clearly lying as evidenced by the pictures and I'm more than happy to go on the stand under oath and say so.

  
  A. No one ever washed a load of clothes or said anything about it. This was just a fabricated lie from MTM. We simply came home after the move and the house was flooded.

  B. We did not turn the water on. It even states clearly on their website that they will move the washer and dryer and return them in the same condition they moved them in, hoses attached and water valve on, which they did, and always do. They did turn on the water and the manager I called even admitted to it when I called and simply claimed it wasn't his fault because "they're not a licensed plumbers." This is just unethical behavior from a bad company. Additionally, you don't need a licensed plumber to attach washer inlet hoses as my 9 y/o daughter could do it with ease.

  C. Nowhere in the contract does it say they aren't responsible for washer intake hoses being improperly installed. They mention the transit bolts which is irrelevant to this case.

  This case was fraudulently denied by their insurance but was so blatantly obviously their fault that the insurance company will now be pursuing litigation against them as the damage they did is so obvious. There is nothing surprising about the fact that this company lied after destroying a home as it is in line with their previous behavior of causing harm and shirking any ethical responsibilities. They need to be held accountable and the picture evidence, their contract saying they attach the washer, and their past behavior combined is more than enough to show their guilt.

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

• Initial Complaint

  Date:06/24/2022

  Type:Service or Repair 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 hired My Town Movers in the later part of January 2022. I paid my deposit to secure a move date. I was told that I need to notify them in so many hours if I needed to change my move date and they did not answer the call on the saturday prior to my monday move. When I discussed this with them on monday they advised I would have to pay another fee so I had them to move some smaller items to my small storage. They rescheduled my new move date but could not complete the move. I questioned this and they advised they did not have the man-power to complete the move. The manager finally agreed for the 4 men to complete to move but I actually had to hire a second moving company to complete the move and when they arrived they were reluctant to move my furniture as almost all of it was broken. Almost all of the furniture was damaged and was not able to be moved and this caused me to have to keep storage for longer than I expected. Mt Town would not discuss a resolution to compensate me for the damaged and broken furniture. They requested photos via email and I sent them. They then advised I could not confirmer the movers caused the damage ??? :-( . I have a $1500 antique piece that has a broken leg. They broke my marble table, they lost all parts to the bedroom furniture and this cause me to have to purchase additional furniture 4-6 weeks later they found marble tops to night stands and reached out to see if they were mine. They broke the marble inlay to another antique piece. They broke the headboard to my Rococo bed and all other furniture is scarred up so bad I will need to refinish them. What a horrible experience. They basically advised they were not going to compensate me as they were not professional movers and their fee is $250 + an hour and you have to pay for at lease 4 hours. I am requesting to be compensated for my damaged and broken furniture. I am requesting for the fees I have had to pay for storage as well as compensation for broken , damaged and lost items

  Business Response

  Date: 09/21/2022

  ************* was originally quoted just under $2000 to pack and move her furniture in two separate days. She rescheduled her move multiple times including once inside of our 72 hour cancellation period which left our crew and truck without work on her schedule moving date which is why she did forfeit the $150 deposit. We Booked her for another packing day and on the day of the pack she called to cancel last minute as the crew was leaving the office. We informed her we would have to charge her another cancellation fee in which she replied she did not want to lose another cancellation fee so we agreed to use that time to move some additional items that were not originally part of the quote in which she did sign a contract for an hourly rate. She was only charged a three hour minimum for that job. We came back on the day of the original scheduled Move date and supplied labor at our hourly rate which was agreed-upon. All of her moves were by the hour which was agreed-upon and signed for. She was given a ballpark price for the main move of $1224 and the actual move Took a little bit longer than estimated because nothing was packed and items were loose. The bill on that day only came out to be $1403 but again it was not a flat rate price it was an hourly rate.We are very clear with our insurance policy and My Town Movers does not Insure items being moved into a customers own truck, POD, container or storage unit. ************* moved into a storage unit which she understood was 100% at her own risk. Not only did we inform her that we would not be able to Insure the items going into storage, we also sent her an email notifying her of all of our policies prior to the move and she signed A contract with us which included the exclusion of coverage moving into storage units as well as excepting the charges of the job.In addition to moving items into a storage unit which is outside of our coverage the customer also hired another moving company to move her out of the storage unit. My Town Movers has no way to know who damaged items since we were not the last company to handle the furniture. I apologize for her dissatisfaction but the move was completely unorganized on her end. She was not packed, flaky on dates and had other movers handling her furniture. My Town Movers provided the services agreed-upon and the customer was aware that moving into a storage unit was at their own risk.

   

  Please see the attached estimate that the customer sent prior to the move which they agreed to that includes our disclaimer. as well as the standard disclaimer on every contract for every job we send out.