ComplaintsforFox Moving & Storage of East Tennessee

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Thursday march 14,2024 fox moving and storage was supposed to come between 9-10 am and move all the items in my home and take it to my new house. They arrived at 11:30. There was 3 men, one was high on something and the head mover was rude and all the men were disrespectful. They were in a hurry because they were running late they threw my items in the truck without care and made a mess in the house. They only packed half the truck and refused to get the rest of my items, when at the new house the parked at the bottom of a hill and all my boxes that we were labeled for each room ended up mixed up in the wrong rooms. And after I unpacked my items I discovered alot of missing items and broken items, most importantly was a 4ft box that the company provided me, I put my sons fisher price playset in and asked them to please be careful because all of it was new. I discovered the whole box was missing, my tv stand os missing 2 glass shelves, a brand new bed set is missing, and othe miscellaneous items. I've contacted the company 5 times and the refuse to talk to me or have a supervisor return my calls. At the en's of the move I paid $550 for horrible service and theft of my property and they were aggressive and careless with my items. I'm a single mom of 3 kids and I was taken advantage of and I'm left very upset with this company and I feel they are responsible for replacing my items and I would think the company should be aware the employees are stealing customers property. All 3 men would been aware of the 4 ft box full of my sons toys. They took what they wanted and I was victimized. I believe I was over charged I was quoted $ 435.68 and the head man charged $550 for a uncompleted job and only gave me a hand written receipt. I believe this company should have a investigation of their employees.

  Business response

  05/20/2024

  This customer has not made any contact with our business. We are sorry to hear they are not satisfied with our service. If they feel we have stolen their items we recommend they file a police report. They were charged for 2.5 hours of service which was the time it took to handle their move.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fox moved me from Knoxville, Tn 37920 to , Knoxville, Tn 37922. There were numerous damages including baseboard, wood floor and more than 5 pieces of furniture. I filed a claim 12/13. They acknowledge receipt. THEN Fox MAILED me a release of liability that required signature in front of a notary! I emailed the signed notarized statment to them 12/28, they acknowledged receipt on 12/29. As of today, 2/5/24, I have not received my check from them. The last response from them said it could take up to 60 days to receive a check. I don't understand what sound business practice would require 60 days to pay a customer that the company agrees in writing they owe. I no longer receive responses when I check on the status. I need help to get my reimbursement for damages please.

  Business response

  02/12/2024

  Settlement letter was sent out on 12/14/23. The settlement letter states the claim will be settled within 30-60 days. Settlement check was mailed
  on 2/9/24. Attached is a copy of the signed settlement letter for customer to reference.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fox Moving & Storage moved me from one apartment to another on friday jan 26, 2024, 2 man crew, was told by **** at business there would be 3 men. Main issue is they didn't complete the move, they were told to move a nightstand and recliner, they didn't do this. Paid them 515.00 total. unfortunately I didn't realize until after the fact that above furniture wnt moved to my new place. Also had filled out inventory list online & followed up with **** at the office regarding details. 2 nightstands and 2 recliners. They just moved one recliner and one nightstand. Was told by moving driver he would leave hardware for me to put mirrors on my dresser, but cannot find hardware. I tried to contact fox afterwards, left message, didnt receive a callback. Tried to notify driver as well, no answer. Both were notified on same day of move. Believe this to be an honest mistake, however they just didnt finish the job they were hired to do, and no communication back from them, super disappointing!

  Business response

  02/12/2024

  Customer has threatened legal action per their recent BBB review on 2/12/24.. We will respond to her counsel. 

  
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have moved dozens of times and this company was by far the absolute worst! We had a full pack, storage and move to another state. So many of my very expensive items were completely destroyed.. Anthropologie mirrors, lamps, coffee table, vases, tvs.. all of which I pointed out as expensive and the crew chief promised to pay extra attention. Also damaged were so many art and framed pictures, they were all packed together with not even a single piece of paper between them. Every lamp shade was destroyed as they kept the shade on the lamp and threw it in a box. My baby grand piano got badly scratched and the top broken. Every box was packed carelessly and randomly and with delicates, computers, glass on the bottom with heavy items on top. I was in tears opening them, one after the next. The list goes on and on, thousands of dollars in damages. To make matters worse, the crew were angry when they saw the new house had several sets of stairs. The men were cussing, fighting and some even refusing to carry items up to the rooms they belonged to. They also carried a large number of boxes and furniture to the garage and not to the rooms they belonged I immediately notified the office and got only a flimsy apology and, despite paying for the max insurance, I was offered just a few hundred dollars for all of the damages. The absolute carelessness of packing caused a tremendous amount of damage that has not been rectified. I was sent a form to sign off if I were to accept an insulting amount that would not even begin to replace what was ruined.

  Business response

  01/02/2024

  The Charlotte location did not service this move. 

  Customer response

  01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  again, the offer of $900 is not sufficient to cover even one of my very expensive items. We have been in touch with your claims department and we originally got an offer for $400. We have provided all photographs of damaged items, including a grand piano, art work, a large enameled coffee table, anthropologie mirrors, vases, lamps and shades..etc  while again we inquired about full value insurance… We had asked MULTIPLE times to purchase more coverage but  told by the move coordinator that we could not. With all of my expensive items, I needed and was denied for full value. Further, the employees that you sent to pack the house are largely responsible for all the breakage… Numerous mirrors, and art were all put together in a box with not even a single piece of paper in between; they packed glass at the bottom of very heavy boxes and all of my dishes were broken. They didn’t wrap/pad expensive furniture, vases, dresser beds, etc. The employees also as didn’t deliver the room furniture correctly. They were upset about having to do a couple of flights of stairs, so they started putting things in the garage.  I called the office multiple times DURING the move, on that same day, and let them know what was going on. These men were cussing and fighting with each other. It was very unprofessional and certainly not what I paid for accordingly to our contract. There is a basic expectation that comes from a hiring a moving company and when you pay for a full pack, you expect your items to be packed correctly to prevent breakage. We also paid for your moving services which include delivering the furniture to the correct rooms. That did not happen. The beds were disassembled by your employees, and then not reassembled as per the agreement. All told, we didn’t get the moving service that we paid for, Regardless of the level insurance. 

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

  Business response

  01/26/2024

  Our position remains the same and our offer of $900 is firm.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Fox Moving & Storage of East Tennessee to move my belongings from the storage unit to a house. The movers encountered evidence of mice in the middle of the move. Half of my belongings are already in the truck. ***** said they couldn't move the remainders of my belongings due to evidence of mice. I apologized for the mice issue. I spoke to the storage property manager. Property manager apologized about the mice issue. I talked to ***** about my options. ***** said I have to pay 2 hours minimum total of 404 dollars before they can put my belongings back in the storage unit. ***** kept my belongings hostage and forced me to pay and sign documents. I did not want to sign the documents. ***** forced me to sign documents and make payment. After I paid 404 dollars, they threw back my belongings with zero care. The storage unit is a giant mess. Boxes are damaged. Belongings are strewn around, The movers' attitude toward me was hostile. When they left, ***** would not shake my hand. They came at 9 15 am and left around 10 45 am. They wouldn't take the extra time to put my belongings back neatly after I pad for two hours minimum. I have contacted the Fox Moving office management and tried to resolve the issue with no resolution. I am upset about how I am treated by the men. They were unprofessional. They were unkind, unfriendly, and unemphatic. I have used Fox Moving 3 times in the past with positive experience. This experience is distasteful, upsetting, traumatic, and unprofessional. I apologize for the mice issue. The storage property manager apologized for the mice issue and promised to address the issue. I understand those things happen but it doesn't give those men the right to treat me poorly and with contempt. Please refund the 404 dollars.

  Business response

  03/21/2023

  From the very beginning we made sure we over communicated with this client and their interpreter. We went over pricing, our minimum charge, and things we can and can't move. Never once did the client communicate their was a rodent issue in their unit. We immediately noticed once we opened the unit their was a mice issue. Our lead mover called our office to notify our dispatch department. We explained we cannot move anything that has any feces or infestation. Client wants us to move what we can that's not infested. Once we load those items the client becomes frustrated that we are not loading more items. Client then calls and says we're refusing to load more and finish the job. Client begins to disrespect our men and argue with them. Client then decides then want to cancel the job. We agreed but would collect our 2 hour minimum of $404.54. Client refuses to pay and we inform them we will hold their items until the 2 hr minimum is paid. Client then agrees to pay and we unload the truck. We will not be issuing a refund due to the amount of work done and the clear communication with the client throughout.
  

   

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. They overcharged my checking account by $1000.00. My bank provided instant notification of banking transactions. At first the driver claimed it was the right amount until I showed him the text message notification. I have receipts. They voided the charge but: 2. I was harrassed to pay the bill before the erroneous charge dropped from my account. I was threatened with a law suit because I had not paid for "services rendered" when I paid, but it was a "mistake" on their end. I am not so sure about it being a mistake, but I have no evidence it wasn't. If I had not had bank notification the charge would have gone through. I paid them when the charge dropped off my account. I have receipts. 3. They tried to charge me again without my authorization, but I had put a hold on my account. I have receipts. 4. I supplied boxes. The movers said that they could not use my boxes, but theirs and charged me an exorbitant amount for their most expension boxes. I WANT A REFUND FOR ALL THE BOXES CHARGED TO ME. I have receipts. 4a. They put boxes I had already packed into larger boxes and charged me for the larger box. 5. The movers used my good clothes and used them for packing material. I have pictures. 6. My belongings were thrown in their boxes willy nilly. I have pictures. I have tried several times to resolve the issues, the company representative says I am lying, even though I have talked to her and sent pictures. PER YOUR POLICY I HAVE NOT SUBMITTED ANY PERSONALLY IDENTIFYING INFORMATION. COPIES OF CONTRACTS, BANK STATEMENTS, AND OTHER INFORMATION IS AVAILABLE UPON YOUR REQUEST. I HAVE THE RECEIPTS!!

  Business response

  01/12/2023

  Business Response /* (1000, 5, 2022/12/30) */ The actual events of this move are totally different than what this customer has relayed. The customer was overcharged, and we notified her immediately of the mistake. We refunded the charge. We then attempted to charge the correct amount it was declined because of the previous transaction. The customer then refused to pay until the hold was removed from their account which we accepted do to our honest mistake. 4-5 days later they mailed in money orders for the proper amount which we deposited. The customer instructed our men to pack the boxes with their clothing for protection. She was not ready to move and had us do packing by the box which she was charged for. This was an hourly service with packing. Consumer Response /* (3000, 7, 2023/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from the business because it is not accurate or true. The statements that Fox Moving and Storage of East Tennessee are false, misleading, perjurious, and would not be able to withstand scrutiny under oath. I notified the driver/supervisor that I had been charged $1000.00 too much when I received immediate notification in the form of a text from my bank about the transaction. The driver/supervisor had to call in to the office to inform them of the error. If phone records for the driver for Fox Moving and Storage of East Tennessee and my records were reviewed, they would show the time line of calls and show that I was not called until they wanted to charge me again and I refused. My telephone records would also show my immediate call to my bank to discuss the overcharge. Fox Moving and Storage of East Tennessee did not accept the wait for the charge to drop off as stated. Conversely, I was called several times from the Knoxville office requesting and demanding payment. Now that Fox Moving and Storage of East Tennessee is being dishonest and untruthful, I am not convinced the over charge was an "honest mistake." (I have documentation) The customer (myself) did not instruct the men to use my clothes for packing material for several boxes shoes, appliances, dishes and other household items. Who would do that? In fact, the clothes were crammed into boxes. Fox Moving and Storage of East Tennessee advertise that they are professionally trained movers. A professional would not think to engage in such improper activity. (I have documentation) I contracted for service by the hour. NOT service by the box. The boxes were an extra charge. I had boxes available, they told me I had to use their boxes. They put boxes I had packed inside the bigger more expensive boxes. There is ambiguity in their statement. (I have documentation) Business Response /* (4000, 9, 2023/01/03) */ We welcome the customer to provide any documentation. The credit card transaction was fully refunded. The customer paid the proper amount via money orders after they received the full refund. How would they have been overcharged? Consumer Response /* (4200, 11, 2023/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no resolution offered by Fox Moving and Storage. I was overcharged. I did not overpay because I caught the overage in time and notified the business and notified my bank. There has been no resolution for the charges for the boxes that were not necessary because I had furnished my own boxes for them to use. I deserve and desire a refund of the total amount charged for boxes. ($395.00) Keep in mind, I have not asked for a resolution to the mistreatment of my clothing. The cost for dry cleaning is expensive. A minimal estimate of $10.50 per women's suit (https://www.craigsdrycleaners.com/place-pickup-order-now/) for 12 suits would be $126.00. That does not include shirts, blouses, slacks, and skirts.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Provided Fox Moving and Storage with a required $1,029.00 deposit for a move on December 24, 2022. Cancelled move on December 8, 2022, 14 days prior to move. Requested refund of deposit on December 8, 2022. That request was denied by " of Fox Moving and Storage. Contract indicates "no refund of deposit prior to one week before move". Five emails submitted for confirmation of contract.

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/12/27) */ Customer set an in-home estimate on 8/17 for 8/18. Customer booked a move for 11/11. Customer stayed in contact and stated they had 3 different failed contracts between 8/25 through 11/11. On 11/1 they booked another move for 11/30. On 11/23 they cancel the move for 11/30. Customer requests we come out for a second time to give him a new estimate because they moved things themselves. Once we are on site our estimator realizes we're out just estimating the same items as the first time. 11/26 customer now books another move for 12/23. Finally on 11/28, after all this time they decide to pay a deposit. On 12/8 customer cancels for a third time and ask for deposit back. After 2 in home estimates in Maryville and 3 different booked moves they decide to cancel. We informed the customer we would honor their deposit once they had a solid moving date. Customer now wants their deposit back after countless hours of working with them. Our position is we will honor the deposit if they decide to move with us, but we will not be refunding the deposit. Consumer Response /* (3000, 7, 2022/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fox's response is a fabrication of the facts.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  At the point of delivery to our New home, I called the office with concerns about the services. The crew leader insisted on being paid immediately at that point. He followed me around and was very aggressive. I motioned to him to wait, but instead he decided to Remove our electric, reclining sofa, and the POWER PACK which makes it operational. At no point was there any discussion on payment, or refusal to pay, so this removing of our items was both abrupt and unnecessary. After they left, we realized they did Not return the Power pack for the sofa, which we both personally witnessed them remove after delivery...in this fit or whatever it was the crew leader was having at the time. Since then we have made phone calks at least 5 times to Fox, and sent emails to requested return or replacement of this lost, stolen, or perhaps they have thrown it away -out of spite, or who knows what with that crew leader's disposition! No calls have been returned from (specifically), or the owner, and no response to our emails has been received either. Fox is apparently refusing to accept responsibility for this and be accountable for our Power Pack. Fox Moving has been paid in full, and in good faith. We expect this item to be returned or replaced with the same good faith we showed for them. Our sofa is just under a year old, and is now inoperable without this power pack. We ask your assistance here to get Fox Moving to take responsibility for our now missing item.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/11/21) */ Per the terms of the Protection Plan the customer signed. Any claims on mechanical parts are excluded. Please see attached.

*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. ↩