Complaints

This profile includes complaints for True Friends Moving Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  True Friends Moving Company, LLC

  On File with the BBB Nashville, TN 37214

  
• 

  True Friends Moving Company, LLC

  3606 Old Hickory Blvd Nashville, TN 37138-2234

  
• 

  True Friends Moving Company, LLC

  11802 Weaver Ln Thonotosassa, FL 33592-2956

• 

  True Friends Moving Company, LLC

  700 E Old Hickory Blvd Madison, TN 37115-4169

  

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:12/12/2024

  Type:Sales and Advertising 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.

  On October 23, 2024, I submitted an inquiry on the Thumbtack App seeking quotes for movers for an upcoming move. I was contacted via phone and email by several companies and after reviewing quotes, I decided to book with True Friends Moving. When I spoke with *****, I asked about the arrival time and was not told until after the deposit was paid that it was a 3 window arrival time nor that the movers would be completing another move that same day. On Wednesday, November 27th, I awaited on the movers to arrive. I reached out to the company around 1 and was told that they were finishing up a move and would arrive within 45 minutes. The movers finally arrived around 2:55 pm and the 1st one openly admitted that he was already tired because they had just completed a move. We went to the apartment and started moving items down from the 3rd floor via elevator. One mover was in the unit with me shrink wrapping items and bringing them to the elevator and 3rd floor and the other was to load the truck. About 1 1/2 hours in, one of the movers quit. He left the truck with my belongs unsecured, I had items on the first floor of the building, items on the 3rd floor and also int he apartment. The other mover was looking for the one that quit along with the keys. The keys to the inside compartment were inside the apartment but the mover was missing. I had items left outside in the rain, damaged, and broken. I had to hire another person to come and assist the mover to finish loading the items on the truck because they were in the rain and getting wet. I have camera footage that shows the truck and items left open, and pictures of my items left throughout the building with no one watching or being responsible for them. We now have items that were damaged and broken and this company only offered a credit of $247.88 when the contract was for clearly breached. I contracted for 1 truck and 2 movers and only received 1/2 of the services.

  

  Business Response

  Date: 12/17/2024

  Thank you for sharing your feedback regarding your recent move with us. We regret that your experience did not meet your expectations and appreciate the opportunity to address your concerns. Regarding your concern about the arrival window, when reviewing the details of your booking, we show that the estimate for your move was emailed to you on 11/22/24 at 8:55 am. The estimate provided to you included the three-hour arrival window. You signed the estimate on 11/22/24 at 10:04 am prior to payment for the deposit to secure your move date. Our intent is always to provide clarity during scheduling to avoid any misunderstandings.
  
  The situation involving one of the movers leaving mid-move is highly unusual and not reflective of the professional service we strive to deliver. We sincerely apologize for the frustration and inconvenience this caused. As soon as we were informed, we took immediate action to replace the crew member and ensure the move could continue without further delay. To acknowledge the challenges and your dissatisfaction, we provided a credit towards your move. Although there were unforeseen obstacles during your move,our team successfully moved your belongings from one apartment into another apartment.
  
  We allow 30 days to submit a claim for damages that may have occurred during your move. After reviewing your move further, we show that you currently have an open damage claim that was submitted on 12/2/24. We aim to resolve claims as quickly as possible. We understand how important it is to resolve this matter. We truly apologize for any damages that may have occurred during your move. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22678429
  
  I am rejecting this response due to the following issues:

  1. The time frame on the phone was communicated differently than the contract as well did you communicate that the team you sent to do my move had just left another move and was exhausted and frustrated with your companies scheduling the multiple moves in one day. Then I am being charged by the hour, this seems to be a way for you to charge excessive fees by sending people who are tired and exhausted causing the move time to take much longer than it should have.

  2. My belongings was not secure during the move, my household items was spread out on multiple levels in the community, and some of the items was left in the rain outside. You did not send someone to help finish loading the items from the apartment I was moving from you sent them to the new address where no one was at. This again was a huge delay in time that I was being charged for by the hour. I had to pay out of my pocket to have someone help your one man finish loading my items.

  For you to say that you moved me successfully is not true due to the damage to my items, the customer service response and the breach of contract. I received a lease violation my first day in the new apartment due to your failure to plan my move accordingly and to send adequate individuals to complete the job. It was after 10pm before my belongings made it into my new home and close to midnight when they finished unloading. As far as the credit of $237 you stated in your response that was an insult to me when you look at what I went through and had to pay out of pocket to someone else to help move me that is not your employee when I hired you and your company to do the job.

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

  

  Business Response

  Date: 12/30/2024

  We apologize for any misunderstand during the booking process. Our recorded calls confirm that Sales and Dispatch went over the 12pm-3pm arrival window with you upon booking and during the confirmation call the day prior to your move. You requested an earlier arrival window during the confirmation call, but we were already booked. We informed you if we had an extra crew that day that we would move you forward, otherwise,we would have to keep you at the booked time. We also show that you reviewed the estimate on 11/22/24 and signed it at 10:03am which listed the arrival time of the crew for your move date of 11/27/24.
  
  The resolution mentioned was provided for the time that your move only had one man due to the unexpected obstacles that occurred. This was also communicated to you and was provided prior to collecting payment for your move. We understand that damages may occur during the moving process. We allow 30 days to submit a claim for any damages that may have occurred during your move. You currently have an open claim with us for damages that was submitted on 12/2/24. You confirmed damages for your claim on 12/20/24.
  
  When reviewing your move further, payment for your move was collected at 10:24pm. This payment closed out your move as completed. Regarding your mention of hiring outside help to assist with your move, we always recommend allowing us to handle any issues that arise so we can ensure the job is completed and resolution is provided if needed. Although there were unforeseen obstacles that occurred during your move, we took immediate action upon notification of the issue. We truly apologize for any inconvenience you may have experienced.
  

• Initial Complaint

  Date:08/07/2024

  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.

  True Friends picked up our furniture and household items from our home in ******** in September 2022. We paid $3596 to move those items to their storage facility in *********, **. We were told they would store them in a container inside the warehouse until we needed it. The items were delivered to ************** with damage from moving and also mold and mildew from the storage. The storage was for 13 months and we paid $6,240 plus prorated storage on each end which totaled $200 and $154.84. The move to ************** cost $7,093.72. We have paid True Friends $17,284.80. Our damages submitted were almost $4000. They offered to pay us $922 after a $100 deductible. It seemed very unreasonable and I tried to negotiate a higher amount ($500) and they increased the offer to $1,022 by waiving the deductible. The offer had a time limit of 30 days. they required a release that said we would not file any complaints with the BBB, **** of Insurance or any other governmental agency. They required us to not disclose the terms of the settlement. I refused to sign the release feeling this was an unfair business practice. After a few months I reached out to the adjuster and told her we would just go ahead and sign the release and accept the offer. It was refused. They would not pay us anything. I emailed ************************* and called him to see if we could resolve this once and for all. He offered me $500 on July 3rd in a telephone call. I accepted. He promised the check was being mailed that day. On July 13th, I had not received the check and called him again. He said it was being mailed that day. I have called, emailed and texted again for the last time. The fairest resolution would be to settle the claim as they offered in the beginning. I found this company is not regulated by any Tennessee authority. They sell ins. coverage but don't call it insurance so the ************* of Insurance said they don't have any authority to intervene in this claim.

  

  Business Response

  Date: 08/08/2024

  Hi ******************,
  
  We are truly sorry to hear that our service did not satisfy your expectations. We take all feedback seriously, and we appreciate your honest feedback. We show that you submitted a claim for damaged items on 11/21/23 from your move on 10/26/23. We allow 30 days to submit a claim for damages that may have occurred during your move. To clarify your mention of insurance please note that we do not offer insurance coverage, and this is not an insurance claim, it is extended coverage handled by True Friends Moving in house. We offer extended coverage for our customers who want additional protection. Otherwise, we recommend having coverage through your homeowners insurance as stated in the contract that you signed on 10/23/2023 at 3:52pm.Claims are resolved based on the items submitted, the terms outlined in our contract, and the valuation options selected for your move. This information was also discussed with you on 12/22/23 at 11:02 am as reflected in your email attachment. We apologize for any misunderstandings that may have been caused.
  
  We require photos of the damaged items submitted to include within the claim. Upon review of the items submitted for your claim, there is also no evidence of any mold or mildew on any item. There was evidence of dirty areas on some of the items that were submitted in your claim which also reflects the description of damage you provided upon submission of your claim.After reviewing your claim further, your concerns raised regarding the amount offered to resolve your claim were based on a cleaning invoice that you paid to have your belongings cleaned prior to submitting your claim. Upon review of the cleaning invoice you submitted, there were items cleaned that were not submitted within your claim. We offered a monetary resolution for the cleaning fees associated with the items that were submitted within your claim. We also offered a monetary resolution for the remaining items submitted within your claim based on the terms outlined in our contract and the valuation option selected for your move. Although we were unable to cover the cost associated with the additional items you had cleaned that were not submitted in your claim, we waived the deductible for your claim to reflect our commitment to customer service and overall satisfaction.
  
  We sent you a Final Settlement Agreement on 12/8/23 at 9:18 am that reflected the amount offered to resolve your claim. We allow 30 days to sign and accept the amount offered. The Agreement expired on 1/8/24. Although our Claims Manager communicated with you throughout this 30-day window, you refused to sign the Agreement and accept the amount offered as you demanded an additional $500 to resolve your claim with no further evidence to support this demand. Your claim was closed on 1/9/24. When evaluating further, you contacted our office on 4/23/24 requesting that we honor the original amount offered as you explained that you are now retiring and would like to get his behind you.Our Claims Manager informed you that we were not able to honor the amount offered as your claim was closed on 1/9/24 and the Final Settlement Agreement which reflected the original amount offered was never signed and expired on 1/8/24. Our policy and claims process is designed to address all issues fairly and consistently for all customers.
  
  Regarding the amounts mentioned regarding your move and storage. You were only charged for the services provided by True Friends Moving to accommodate your moving and storage needs. These amounts are also reflected in the storage contract that was signed on 10/23/23 at 3:02 pm and the estimate that was signed on 10/9/23 at 1:54 pm for your move. Our estimate states We have simplified the complication of a long-distance moving quote and offer a flat rate (includes the truck, travel and fuel) with the only variable being the time that it takes just loading and unloading the truck. This is completed at the agreed hourly rate and pro-rated in 15-minute increments so that you only pay for what you need/use. Our storage units are billed at a monthly rate until your belongings are moved out of storage. Although we regret that we were not able to resolve your claim, we truly value you as a customer and we appreciate your honest feedback allowing us the opportunity to address your claim and concerns. 
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22108378
  
  I am rejecting this response because:  They make no mention of the time and phone calls with the owner where he agreed to send me the check for $500.  Why would he agree to something and then avoid me each time I call to ask where the check is?  I think that is not a good business practice to promise something and not deliver.  The requirement that I not give them or any negative review make a complaint to the BBB was why asked for the extra $500 to begin with.  We found more damages after we returned to ************** in January as we only had 5 days to unpack and inspect the items stored and moved. Due to my having planned surgery in ******* I had to leave without being able to inspect everything in their 30 day window.  Contracts protect both sides, but exceptions should also be made under certain circumstances.  We have made our story known and if they refuse to pay at least it is on record that we were not treated fairly and for $500 this is still not worth all the hours and frustration we have encountered.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/19/2024

  Hello ******************,
  
  It is with regret to hear that our previous attempts to resolve your claim in December 2023 did not meet your expectations. We strive to provide exceptional customer service as our goal is to provide resolution for any claim filed in a timely manner. We are sorry to hear that your circumstances did not allow you to review items for possible damages until outside of the 30-day window as outline in the terms of our contract. Our claims process is designed to address all issues fairly and consistently for all customers. Although you stated your circumstances did not allow you to review your items for possible damages until outside of the 30-day window, a claim was submitted within the allotted time frame. We acknowledged and provided a resolution offer of $1022.40 for all items submitted within your claim in December 2023 along with a Final Settlement Agreement. The Agreement and amount offered expired on 1/8/24. Unfortunately, you refused to accept the amount offered to resolve your claim and the Final Settlement Agreement was never signed.
  
  Although you reached out to the Owner in July 2024, 6 months after your claim was closed, we offered $500 as an effort to show our commitment to customer satisfaction. A check was mailed to the address confirmed with you middle of July. You contacted our office at the beginning of August and stated that you did not receive the check. Please be mindful that we have a process when a check is lost or not received. That process includes confirming with our bank that the check has not been cashed to proceed with issuing a new check and or credit. During this process you have left a negative public review and have filed this complaint with the BBB in response to not receiving the check. We have sent you an updated Final Settlement Agreement which will reflect the $500 offered, once signed we can proceed with issuing the amount offered of $500. We appreciate the opportunity to resolve this matter with you. 

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  True Friends helped my financee move her furniture from Mt. ******, ** to my home in ************, **. The movers loaded the truck in Mt. ****** and came to ************ to unload. When the driver of the truck was backing into my driveway, he was unable to steer the truck straight and ended up hitting the gutter on the side of my home. When this happened, we heard the other helper yell "Whoa, whoa, whoa" to him and heard a noise but we did not see what happened. We did hear something, but when we walked out from the carport to the driveway, we did not immediately see any problems. The movers unloaded the truck and finished the job and left. It wasn't until Monday morning when I took my trash to the curb that I noticed the damage. I contacted True Friends that day to start a claim. After weeks of stalling and "sending someone to look at the damage", who we never saw or met, they denied our claim due to not enough evidence. The customer representative said the workers denied any damage was done, and their video and photo evidence showed that no damage was done. I asked for video of the driver when he was backing up, but have not received anything as of today. The last phone call was not productive and I was asked to provide more proof that the damage was done by them. It has been over a month, any ground damage has repaired itself. The gutter is about 8 feet in the air and is not in a spot where it would be damaged easily. I have tried to be nice and polite about the incident, but have felt like I was the one at fault and I was lying about the damage when I spoke with their customer representative.

  Customer Answer

  Date: 06/26/2024

  Update - True Friends Moving Company reached out to me and we have come to an agreement on getting the gutter repaired. The customer service representative was very professional and took time to explain the coverage we had and how much they would pay towards the repair. I am satisfied with their response to my complaint and wish to let BBB know that they took care of the problem in a timely and professional manner. 

  

  Business Response

  Date: 07/02/2024

  Hi ****,
  
  Thank you for taking the time to engage with us regarding your concerns mentioned. After evaluating your claim further, we communicated to you on 6/12/24 that after thoroughly investigating the claim and examining our truck photos the evidence available did not show that our truck hit the gutter. We also emailed you photos of the truck which reflected the truck driven the day prior to your move and after your move. These photos showed no additional damage to the truck that was not preexisting or any evidence that our truck hit the gutter. We also asked for any additional evidence that you may have regarding the damaged gutter to evaluate further.Your claim has remained open with us and has not been denied. During the time of investigating your claim, we were provided a quote by Simply Gutters, which does not require the homeowner to be present upon evaluation as the evaluation does not require the technician to enter the home. This was communicated to you on 5/28/24.
  
  As we discussed on 6/27/24, although we are unable to determine the cause of damage to the gutter based on our investigation and lack of evidence, we are willing to cover the gutter damage based on the valuation option selected for your move. This is in effort to reflect our commitment to addressing your concerns and ensuring satisfaction to our customers as this is our utmost priority. We thank you for allowing us the opportunity to resolve your claim. 

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  True Friends Moving Company attempted to move my brother's family on Monday the 13th of May, 2024. Because my brother is 75 and a little hard of hearing and my sister-in-law is 71, I was the person who set the move up and was the contact person for the move. The moving truck arrived at my brother's home around 8:30 am on the 13th. They were there until about 11:00 that night, having only taken one load to the new location which was only about 17 miles away. After delivering that load they went back to the location and simply stayed there 'loading' the truck again and never made another delivery that day. The movers called for another mover to come help them and their dispatch person sent another man and then finally another truck. None of which helped them go any faster nor attempt another delivery. I was called at around 11 pm and told they were not delivering the rest of my brother's things until Wednesday morning, not Tuesday morning which would have been the next day. When I complained to the owner, *************************, he never apologized just insisted that the rest of their stuff wouldn't be delivered until Wednesday, and even though the job they had contracted for was not complete, He insisted on payment Monday before the movers left the first location. He went on to charge my brother about $4500 for a 17 mile move that should have only taken about 8 - 10 hours. When the furniture was actually delivered on Wednesday, the movers were fine and unloaded in about 5 hours trying to correct what the first movers had left undone. Then my brother was charged another $1500 for that day. All to move about 17 miles. Today, the 16th, I was called and told True Friends still had a box on their truck which was my brother's and asked if they could deliver it today. This move should never have cost over $6500 and has been a complete nightmare for this senior couple of which my brother, ***********************, is an Air Force veteran.

  

  Business Response

  Date: 05/28/2024

  We are truly sorry to hear that you felt the move did not go as planned. We understand how valuable your time is and sincerely apologize for any inconvenience caused regarding the overall time of the move. We strive to complete all moves in a timely manner, barring any unexpected obstacles. After reviewing your move, we note that your booking was for one truck and two crew members at an hourly rate of $199 per hour, as reflected in the estimate you signed on 5/11/24. Our billing operates on an hourly basis, billed in 15-minute increments to ensure that you only pay for the time spent on your move. This is also reflected in the above referenced estimate. We understand that you were not present during the duration of the move. Additionally, we understand that you completed the booking of your brothers move and you were the only source of contact during the duration of the move. We apologize for any confusion given these circumstances.
  
  After further evaluation of the move, we show that the crew arrived at the origin address at 8:35AM. The crew completed loading and unloading of one truck, taking into consideration 1 hour of drive time from the origin to the destination address and then back to the origin address. During the move, it became apparent that there were more items than initially anticipated, which is a common occurrence in the moving industry. Our estimate states If your move can benefit from additional movers and/or trucks to be more efficient or get the job complete, we can usually accommodate the request but would need as much heads up as possible and must agree to updated pricing prior to adding the additional resource. To expedite the process, a third man arrived at 3PM to assist with the move. Upon the crew loading the truck for the second time, the Dispatch Manager determined that an additional truck and crew member would be beneficial to help expedite the completion of the move in a timely manner based on the remaining belongings within the home. A second truck and fourth crew member arrived at the origin address at 6:45PM.
  
  The crews day began at 7AM the morning of the scheduled move to prepare the truck and arrive at the origin address. The crew worked diligently throughout the day to ensure the move was as efficient as possible.However, at 10:45PM, our Dispatch Manager made the decision to allow the crew to go home once they were finished loading all the remaining belongings in the home into both trucks. This decision was made due to the extensive hours they had already worked. This decision was made with the well-being of our crew in mind, as working beyond such extended hours could compromise their safety. Our contract states If a move could go longer, Customer agrees that True ********************************************* may, at its discretion, reschedule the completion of the move to the following day or first available date. This is reflected in the contract that you signed on 5/13/24 at 8:38AM. Please be mindful that our schedule is normally booked weeks in advance during the summer. After reviewing our schedule on 5/14/24, our schedule was fully booked with 5/15/24 being the first available date.
  
  We see that your complaint states, repair issues. We do not have a damage claim submitted as of 5/28/24. Our Resolutions Specialist spoke with you on 5/17/24 and discussed the concerns you raised regarding the move which included the overall time and cost of the move. We have not been made aware of any damages that have occurred during your move with us. We sent you the link to file a claim to the email we have on file. You have 30 days from your move date to submit a claim with photos of any damaged items. Please have your claim submitted by 6/13/24 so we can resolve any damages that occurred. We appreciate your time in this matter.  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21721760
  
  I am rejecting this response because: all the information in your response was simply a reiteration of what I was already told. Why did it an hour travel time for your truck to go 17 miles?! And why was your first crew so slow as to be inept, and not setting up beds, a dresser was left on its side. Slow and inept as if on purpose to make more time to be charged. Then, even after more crew members and another truck came, it took forever to load the remaining items and a second trip was never made! Then, to add insult to injury, we were told the remaining furniture and boxes would not be delivered the next morning, completing the move. My brother and his family had to wait until the second day, Wednesday, to receive their stuff. Unacceptable and unbelievable! My brother should never have been charged for the second day. Over $6000 to move 17 miles!! Your company ought to be ashamed of such a debacle! Yall are NOT best moving company in *********! Youre the worst!!!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/04/2024

  We truly apologize that you are so upset. Our goal was to help your brother move and take the stress off your family. Unfortunately, your brother had lived in the home over 30 years and accumulated a lot of belongings. We provided what was needed to get the move completed with additional crew members and a 2nd truck.The move was expensive due to the amount of belongings and resources needed to get it completed.
  
  When reviewing our truck tracker, I do see that the crew stopped for 15 minutes to get food on the way to the unload which would have added drive time. The 15 minutes was deducted from your billable time. You were not charged for the 15 minute break the crew took on the way to the unload.
  
  As for the bed assembly and furniture setup, per the crew your brother was happy with the move. He didnt communicate to them anything they needed to do different. From my understanding, you were not present during the move to provide additional guidance.
  
  As we cannot provide your move for free as requested. We can offer you a resolution of $600 to resolve your complaint. We are still waiting for the damage claim to be submitted since you said you had repair issues. You have until 6/13/24 to file a damage claim with our company. 

• Initial Complaint

  Date:05/09/2024

  Type:Product 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.

  Date of move 4.3.2024 Requesting refund due to misrepresenting insurance options They told me insurance at 60 cents on the dollar was included at no extra charge. I accepted this option as they were only moving me 4.5 miles. They damaged 4 pieces of my solid wood furniture. It now turns out that they pay 60 per pound with a *** of $500 per move. I have $1,500 in damage. Yes, I should have read the entire agreement while at one hour into my move but I believed what they told me. I am now asking for a refund as that is the only way I can begin to be indemnified for my loss. I am asking for a refund.

  

  Business Response

  Date: 05/15/2024

  Hello *****,
  
  We apologize for any confusion regarding the extended coverage options that were offered for your move. Sales emailed you the estimate for moving services on 3/29/24 after you booked with our company. The email provided a breakdown of our three valuation options available. Our system shows that you opened and read the email. We sent the estimate through email again on 4/2/24 so you could review the options prior to our crew arriving to complete your move the following day. After reviewing your signed contract, you selected option A which is the standard coverage included for free with your move. This option includes a replacement value of $.60 cents per pound/per article. Our contract states I release this shipment to a value of $.60 cents per pound per article, at no cost to me. This means I will be paid $.60 cents per pound regardless of the actual value of the item. Please see the signed contract that was emailed to you on 4/5/24.
  
  A damage claim was submitted on 4/21/24 for the damages mentioned. Upon review of the claim received, we have offered to have the items repaired with a technician that provides excellent work. You have declined to have your items repaired.  
  
  Unfortunately, we are unable to provide a full refund for your move since our crew did successfully complete your move with us. The crew worked six hours moving your belongings from one location to another. We have been in contact with you on a regular basis since you submitted your damage claim. We are currently attempting to resolve this claim with you but you have refused to have the damaged items repaired. You are also refusing for us to resolve your claim while following the valuation option selected for your move. While we understand that you did not read the terms of the contract prior to signing,it is important to clarify that the terms outlined in the contract serve as the basis for our operations and agreements.
  
  The damage done to your items do not cost $1,500. The professional furniture repair company quoted $325 to repair your damages. We can pay to have the items repaired or we can offer you the monetary resolution for the quoted cost to resolve your claim with us.
  
  We apologize for any confusion this situation may have caused you. We appreciate your willingness to engage with us regarding this matter. We hope that you allow us the opportunity to resolve your claim as we are committed to addressing your concerns. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21688309
  
  I am rejecting this response because:  Their repair person is not qualified to do the detailed work involved on the damage their guys caused.  I asked if another more skilled person could be hired for this repair.  True Friends said No, only this one business could be used.  My furniture is solid cherry or solid mahogany depending on the piece.  One leg is completely broke off my cherry side table.  A new leg would need to be constructed from solid cherry and reattached.  Then the leg would need to match the rest of the table perfectly since it is the front leg.  So my choices are use a repair person who does not appear to have the experience to do these repairs or accept an amount so low I would only be able to repair one piece of furniture.  They damaged 4 pieces of my good furniture.  

  My main complaint with them is that they misrepresented their claim coverage by the guys stating 60 cents on the dollar when asking me to sign their form.  Maybe it was in the small print of one of the three forms they made available to me.  But at the time of my signing they stated 60 cents on the dollar.  However, if people knew that they pay per pound with a $500 ***imum per claim they might have fewer customers.  Because they aren't really helping me at all and continue saying it is their way or the highway, I reject their offer.

  Is it possible to go back again and ask that they give me a better option?  If not my choice is to make everyone aware of what their policy truely is.  They can claim they will repair it all day long but if the repair is not done correctly then I would be in even worse shape.   

  I do not know many people who would pay $169 per hour (what they are advertising) and then agree to the if you break my stuff $500 *** claim paid is fine with me.  

  Please let me know if anything else can be done to resolve my claim.  Thank you.

   

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

  

  Business Response

  Date: 05/23/2024

  Hi *****,
  
  The repair technician offered is more than qualified to do the repairs needed and leave you satisfied with the work done. He is rated 5 stars on ****** and has many photos showing his work on his website. He specializes in wood repairs. We have personally used this company for repairs since 2016 with no issues or customer complaints. We stand behind his work 100%.

  
  We recommend you allow us the opportunity to fix the damage done so we can resolve your claim. We want to make things right and leave you with a better impression of our company. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21688309
  
  I am rejecting this response because:  I reject the repair company they want to use on my furniture.  I asked if another business could be used but they rejected that.  This business does not have multiple pictures of furniture repair on their website.  They glued a split chair back together.  They refurnished a floor and painted a piece of furniture.  They have changed their name since going into business and I asked why.  True Friends ignored my question as to why they changed the company name.  If they trust them so much and use them exclusively like they claim should they not know the reason for the name change?

  Again, True Friends can claim they are trying to work with me but to me it does not feel like that.  I want my furniture repaired by someone whom I trust to do quality work.  If True Friends can not do anything other than insist that this repair company is their only option, I choose to alert people who check with the BBB what their damage policy really is.  

  I am disappointed in their response and truly feel that this repair company is not qualified to repair the level of damage to my furniture.  True Friends has stated to me that the repair amount for all 4 pieces of my furniture would cost them I believe $330.00 total.  Just one repair is to reconstruct a solid cherry leg for my side table, reattach it and finish it to match the rest of the table perfect as it is the front leg that was broken off.  Then there are gashes and scrapes to my cherry bookcase and two significant indentions to the top of my mahogany dresser.   I do not agree with True Friends that quality work can be done by this company.  Thus, I reject the use of their repair company.

   

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

• Initial Complaint

  Date:11/14/2023

  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.

  I will never recommend them to anyone. First off, they didnt send enough people. When I originally called them, the man I talked to on the phone looked my house up online (as it was listed in real estate) and said two people and a truck would be plenty.that was a lie. The guys they sent were friendly and worked hard but they needed at least two more people. It took **************************************************************************************** they would not charge me for that. However, they charged me exponentially more than they originally quoted on the phone. They also dont tell you if its past 8pm they will try to hold your stuff hostage and come back the next day, but in my case, they said they couldnt get back until two days. Our refrigerator with food in the freezer was on the truck. I was able to research and find the owner of the company and called him I personally. I also chose option A for insurance and that was a mistake. they only want to fix something for .60 cents/pound. They damaged a new $2200 refrigerator and an $800 dryer. And offered me $100 for my inconvenience. I would not recommend them. Be aware.

  

  Business Response

  Date: 11/20/2023

  Hi ******,
  
  We are truly sorry to hear that you are not satisfied with your recent move. We appreciate your honest feedback as we strive to leave our customers satisfied with their experience.We have been in touch with you regarding your claim and complaint. To clarify,we determine the number of crew members and trucks needed for the move based on the size of the home and the information that you provide Sales when booking your move.
  
  After further review of your move, the crew contacted our dispatch department on the day of your move to notify them that the move would potentially take longer than expected. Our dispatch department reached out to you following the conversation with the crew to confirm options/pricing to complete your move if a 3rd man was needed and/or if the job was unable to be completed same day due to unforeseen circumstances. Our dispatch department contacted you again after confirming additional coverage was available for your move and to inform you that a 3rd man was in route and that we would adjust the rate upon his arrival.  We do our best to finish all moves in a timely manner despite any unexpected obstacles and/or circumstances. Also, please be mindful that our schedule is normally booked but we will try our best to accommodate our customers needs on the day of their move should any issues arise.
  
  Regarding the time frame of when our crews can work, our contract states Due to D.O.T. guidelines, our employees are unable to work more than fourteen (14) hours per workday. Our day starts at 7:00 am and must end by 9:00 pm (Central Standard Time). If a move could go longer, ******** agrees that TFM may, at its discretion, reschedule the completion of the move to the following day or first available date.
  
  Per the damage photos submitted, there is no evidence of damage done to the refrigerator. As for the dryer, there is a small dent in the top of your dryer.Our claims department is currently attempting to resolve this claim with you.

• Initial Complaint

  Date:10/30/2023

  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.

  09/30/2023 More money than they deserve.I had 2 horrible movers come into my house complaining the whole time they had to work on a Saturday an how everything had to hurry up because they have to be back at the shop no later than 9pm. They sat around complaining most of the time, they only loaded up maybe a quarter of my belongings, they broke 2 of my tvs, they took a chunk out of my dining room table, they lost the power cord to my grandmas medical recliner, they were in such a rush they wouldnt let me read the contract, they picked options for me that I didnt approve, I paid for boxes for my tvs so they wouldnt end up broken an I got a moving blanket an cardboard instead, an now I have a rude claims manager who only wants to give me $283.18 as compensation when my tvs alone are over $6k. Like I dont care how much I paid for the move but if it went how I was promised it was supposed to be an I didnt have broken or missing items then I would be happy but now I have broken things and a disrespectful lady who isnt trying to help me in anyway.

  Customer Answer

  Date: 10/30/2023

  Ive posted reviews on pretty much every platform regarding my issue and theyve commented on it about how I got the email of my contract an I supposedly read it but I never read said contract probably because I was at work and they said that the lead mover read it to me but I have 2 other witnesses that were there an say that he just handed me to sign and never read it. 

  

  Business Response

  Date: 10/31/2023

  Hi *******, I am sorry to hear about your experience on your recent move with our company. We take all feedback seriously. We thank you for providing your honest feedback as this will help us improve. After reviewing your move, we have offered you a monetary resolution based on the contract and valuation option that was selected. We have also exceeded some of the terms of the valuation option that you selected based on the feedback that you provided.You have declined the monetary resolution offered for damages that *** have occurred on your move. You have expressed that you demand a full refund because you did not read the contract prior to signing it.
  
  After further review, our dispatch department communicated the contract in detail with you on a recorded call the day prior to your move. We also emailed you a copy of the contract and valuation options that are available. Our system shows you opened and read the email the day prior to your move. You were advised to give us a call after reviewing if you had any questions or concerns. We do not have any records of you calling regarding any questions or concerns about the contract and/or valuation options available. On the day of your move, the crew leader went over the contract and valuation options again while collecting your signature. 

  

  Business Response

  Date: 11/03/2023

  Hi Mishell, I am sorry to hear about your experience on your recent move with our company. We take all feedback seriously. We thank you for providing your honest feedback as this will help us improve. After reviewing your move, we have offered you a monetary resolution based on the contract and valuation option that was selected. We have also exceeded some of the terms of the valuation option that you selected based on the feedback that you provided. You have declined the monetary resolution offered for damages that *** have occurred on your move. You have expressed that you demand a full refund because you did not read the contract prior to signing it.
  
  After further review, our dispatch department communicated the contract in detail with you on a recorded call the day prior to your move. We also emailed you a copy of the contract and valuation options that are available. Our system shows you opened and read the email the day prior to your move. You were advised to give us a call after reviewing if you had any questions or concerns. We do not have any records of you calling regarding any questions or concerns about the contract and/or valuation options available. On the day of your move, the crew leader went over the contract and valuation options again while collecting your signature.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20775897
  
  I am rejecting this response because:
  When I was called I was at work so not fully able to pay attention to any conversation due to having a very dangerous job and requires full attention. Again with the email just because I opened it doesnt mean I read it due to having to be alert at work which *** tried explaining. Also *** already explained multiple times how the leader didnt read said contract to me he picked what he wanted and told me to sign because he was running behind since we have to be back at the shop no later than 9pm so once again I wasnt able to read the contract nor able to pick my own option. 
  

  My belongings are worth more than $400 a change. My time that was wasted is worth more than $400. I had to hire another company to finish what yall were hired to do since the movers were too busy complaining, smoking, being on the phone, or sitting around doing all of the above. My mental health is worth more than $400 an this whole situation has stressed me out entirely and makes me not trust any moving company. I shouldve never hired anyone to do it but unfortunately I work 80 hrs a week I dont have time for this.

  My requesting a refund for my horrible experience isnt outrageous. An I refuse anything less an I will continue to look for a lawyer and will go to court if I have to. Im really not trying to do all of that but this is ridiculous and Im tired of trying to be treated like a friend like their name says they are. 

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

  

  Business Response

  Date: 11/10/2023

  Hi *******,
  
  We understand that life is busy, this is why we complete a confirmation call the day prior to your move and go over the contract and valuation options that are available. We followed that conversation with an email that has the terms of the contract and valuation options that were discussed over the phone. We understand that you may not have read the email, but our system does confirm that the email was received and opened. Our contract requires five signatures, and the crew leader discussed this while collecting your signature. After review of your confirmation call, you expressed that you wanted valuation option A for your move and that is what you selected when the contract was signed. We do not recommend that you sign any document without reading it or having a full understanding of what you are signing.
  
  We resolve the claim based on the valuation option selected for the move. Our contract states I release this shipment to a value of $.60 cents per pound per article, at no cost to me. This means I will be paid $.60 cents per pound for the net weight of the damaged item, regardless of the actual value of the item. We have offered you a monetary resolution for the damage that you submitted in your claim. The amount offered exceeds the terms of the valuation option that was selected as we strive to leave our customers satisfied.
  
  We continue to attempt to resolve this complaint with you. We are unable to provide your move for free since our crew did move your belongings from one house to another with a 4 hour round trip drive time. We have offered a monetary resolution that covers the submitted damage and complaint. This offer will expire on 12/06/23. We know that moving can be a stressful task and we understand your frustration in this matter. We hope that you allow us the opportunity to resolve your claim. 

  Customer Answer

  Date: 11/27/2023

  I dont accept their settlement at all this whole ordeal has been h*** an Im still unpacking and finding broken things so yeah no 

• Initial Complaint

  Date:05/11/2023

  Type:Product 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.

  We hired True Friends to pack and move ** 5 miles to our new home. In the end, the job was not completed, the hours recorded and charged for were dishonest, and property was damaged. After filing a claim in an attempt to come to a fair resolution, we were offered a mere $48.06 to cover the cost of a broken tv, hole, and 2 sets of ruined sheets.A 2-day job turned into 3 and we were still left with several items to move ourselves. The crew showed up smelling like weed, took several breaks, and went missing for an hour and 20 minute time period in which they left the first house and arrived at the second house. My husband left at the same time and arrived within 10 minutes, and were later charged for an entire 12 hour day. We were issued a minuscule credit for this third day after several phone calls to come to a middle ground on the excess time and charges, and being threatened to not deliver our remaining items.As far as damages go, they dropped a ***************** tore a leather chair, ripped two pairs of sheets, and left a hole in the wall. We were also left with drawers and closets full left to still pack ourselves at the old house. We did not want to pay anymore to have them go back, but not sure why those items were not packed per our agreement (I am excluding chemicals, plants, and liquids).The way in which the complaint was handled is unacceptable. While attempting to come to a common ground on how much we should be charged, the dispatch threatened to hold our belongings and not deliver the following day and would not budge on the charges we "owed." Finally, the next morning, someone called to adjust the time by 1.5 hours and issue a $100 credit for the third moving day.Needless to say, we are extremely unhappy with the entire move and how it was handled. We should not have been charged for 2.5 full days, and would like to be reimbursed for the damages incurred.

  

  Business Response

  Date: 05/11/2023

  Hello ***** and ***********************,
  
  Ive had a chance to review your complaint, and Id like to apologize for any inconveniences on your move and for the damages that occurred during your move with True Friends Moving. Thank you for taking the time to share your concerns with **.
  
  I would like to start with the damages on your move. Per the contract that you signed you chose Valuation Option A, which is the standard coverage included for free with your move. This option includes a replacement value of $.60 per pound/per article with a maximum liability of $100 per item.I will break each item down below for review.
  
  For the damaged TV, per our policy, crews are not approved to unmount or remount a TV to the wall. They are expected to protect and move the *** I spoke with the crew, they performed this request per the husband since he was okay with the risk. I used the link that was sent by you for the specifications on the ******* ***  We offered $22.86 for the ********* (weight ****lbs X $.60). This was offered, in addition, to the $100 resolution given as a credit on 4/18/23.
  
  For the sheets that were ripped, we only received a picture of one ripped fitted sheet. When I asked if you had anymore photos to add to the claim, you responded on April 26th, 2023, that only the fitted sheet ripped, the flat sheet is fine. With the information provided, I went with a king size sheet and did the claim for one sheet. I also discussed with the crew about the mattress bags that you had purchased. They did inform me that they didnt use the mattress bags, so I gave you a credit for that oversight. We offered $1.20 for the ripped sheet (weight 2lbs X $.60) and a $24 credit for the mattress bag not used.
  
  For the hole in the wall at the origin address. I reached out to you on April 24th, 2023, and asked if you had a photo of the wall damage. You responded back to my email stating, honestly we arent worried about the hole in the wall, it was repaired already as we are getting ready to rent. We were happy to add this to the claim and get it repaired, but you failed to provide proof of damage. True Friends Moving must be allowed to visually inspect any and all of the claimed items, before being held responsible for the repair cost as stated in our contract. This was not added to your claim.
  
  For the leather chair that was ripped during the move. I did send out the repair technician for repair on May 4th, 2023. Repairs were completed and I did send out an email to you on May 5th, 2023,hoping that you were satisfied with the work done.
  
  The time concerns you had on the job were investigated thoroughly. I would like to start with April 17th, 2023, which would be Day 1 on your move. I researched everything and didnt find any time concerns or any break issues on Day 1. The crew completed the pack job under the estimated time frame. You said the crew failed to pack your closets and drawers, was anyone present during the pack job to guide them on your expectations?
  
  The next day April 18th, 2023, which would be Day 2 on your move. It looks like all the time and breaks had been deducted for this day. You stated they went missing for an hour and 20 minutes. After investigation, there was a bridge that required the crew to take a detour due to the height of our truck. This added travel time plus ********* traffic.There was 1 hour 30 minutes of time deducted from the billable time for this day.
  
  We apologize that we could not complete your entire move on Day 2. Our contract states, Due to D.O.T guidelines, our employees are unable to work more than fourteen (14) hours per work day. Our day starts at 7:00am and must end by 9:00pm (Central Standard Time). If a move could go longer,Customer agrees that True ********************************************* may, at its discretion, reschedule the completion of the move to the following day or first available date. The crew was required to end their work day at 9:00pm and returned the following morning to finish what was left.
  
  I would like to address the comment about the crew smelling like weed. We have cameras in the cab of our trucks and can monitor our crews activity on the way to customers home. This was investigated further will no evidence of this accusation. This type of behavior is not tolerated here. Your complaint was submitted to Human Resources.
  
  Customer feedback is very important to **, as we strive to leave our customers with a position impression of our company. We are currently working with you to attempt to resolve your claim while following the contract and valuation option you selected for your move.

  Customer Answer

  Date: 05/22/2023

  Hello,

  Thank you for your follow up. We've been going back and forth with the company to try to come to a resolution. On Friday, they offered us their latest resolution, which we are not satisfied with. We'd like to leave a review on the company for their deceptive business practices and unreasonable attempt at making this right. How can we do that?

  Thank you,

  ***********************

• Initial Complaint

  Date:06/08/2022

  Type:Sales and Advertising 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 this company to move and was taken advantage of. They told me I could hire an extra person for $80 to get the job done faster. We needed to be out of our home because new owners moving in. After 12 hrs @ $309 per hr and a bill over $3500 they couldn't complete my move. I had a 2400 sq for condo moving from Old Hickory to Lebanon TN. They carried 1 box at a time on the front end and I asked if they had dollys to carry 3 at a time. I packed most everything in medium size boxes to minimize weight so easily you could carry 3 at a time. One guy carried a light weight ironing board out with nothing else and another carried a pillow out with nothing else in hand. Half way through the day they said truck isn't big enough. They said should have sent a bigger truck. The following items were all that was on the truck. They damaged my hardwood floors. They have scratches al over and I will have to repair for new owner. The room damaged is about 600 sq ft of hardwood. I refused to pay until the job was complete and they refused to come and complete the job. They ran my credit card without authorization. I had to hire another company to complete the job and I paid another $1650 to them. Again 2400 sq for house cost me $5150 to move. They did not do anything but move us. No one i have spoken with has paid this much to move this size home. Here's the list: 2 beds (only mattresses for 1 bed because the others wouldn't fit in the truck) 2 Tv stand 4 night stands 1 chest of drawers 12 dining chairs 2 dining tables 1 side board 1 small desk 1 leather chair with ottoman 1 couch 2 club chairs Small coffee table 3 TV's (1 big 60in 2 small 42in) 1 vase Secretary Hutch 2 wine cabinets Grill 4 small baskets Set of TV trays 15 large boxes 73 medium boxes Deck chair Deck couch (light weight 2 pieces) When arriving at the rental property they all 3 had dollys and off loaded 3 boxes at a time. 9 hrs to load and 2.5 to off load. It's a scam.

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/06/15) */ We hate to see your displeasure from your recent move as we had originally had you scheduled to pack and move over 2 days. A few days prior, you canceled the 1st and thought 1 day would be fine but it just was not as you had more than a truck/day worth to move. We brought a 26' moving truck (largest moving truck under a semi) as agreed and recommended an additional mover to help with the day going faster. After being upset halfway thru that your stuff would no fit, you said you were not paying for additional moving help or for us to come back the next day but that it should have all been done in 1 day. We again attempted to come back but you were refusing to pay anything additional and all we could do was collect for the day with the card on file. You hired another company to do the rest and just wish we could have kept it a 2 day move as planned. Our claims rep has emailed and responded to your scratched floor claim and will follow our the standard process for the accident with the floor of your old home. Consumer Response /* (3000, 7, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not at all what happened. I hired them originally to pack and move our 2400 sq ft condo. After realizing I was going to have time to get the house packed I contacted the company and spoke to ****** the sales guy I booked with. I asked if I could cancel the packing portion of the job and he said yes. I hired a lady that works for me to help me pack days before we were scheduled to move so we wouldn't be so difficult prior to the move. We were scheduled to move on May 30 and I had cleaning crew coming to deep clean May 31 and new owner had scheduled movers moving him in June 1. So no time for and delays. True Friends called me the morning of the move and said they had one extra person for an addition $80 so I opted to accept another person. They said it would co faster. They were scheduled to arrive at 8am and didn't arrive until 10am. They were there to pack my home first. I told they guy I had canceled the packing portion the week prior and I'm already packed so he assessed what all we had and then they asked me to sign a contract on a cell phone. I'll be honest at this point I told him they've had 2 weeks to get my signature on a contract and now I'm having to sign a legal document on a cell phone and I can't even read it. I had to just sign it because I didn't have any more time to lose. I knew I was already in for it at this point. They started moving boxes at this time. Only had 15 large boxes and the rest were medium size so they weren't so heavy for me to handle on the other end. They were carrying 1 box at a time. I asked if they had dollys to move 3 at a time and he said this is faster. I said that doesn't make any sense. They continued moving 1 box at a time. I had 88 total boxes and 3 men. One man carried my very light weight ironing board with nothing else in tow. Another man carried one single pillow. As you can imagine I'm very busy doing things while they are moving so these are just things I saw when watching. I told the 3 men it was very hot and to please help yourself to my refrigerator if you need water, iced tea or cokes and I also say some snacks on the table if anyone needed anything. I later went to buy lunch for them as they continued working. After eating lunch they continued working and about 2-3PM the lead guy said they should have sent a bigger truck. He said it's not all going to for. I told him I have a 12 ft trailer out there that we can use as well. It was empty. It's one you can actually stand up in. They did a whole lot of assessing and stalling and just down right slow working. Me and my husband made multiple attempt to contact the company through out the day. I also have text messages trying to reach them from the same number they had previously text me from with no answers. I told them in text we needed a bigger truck. Everything is not going to fit. No one ever called is back. They continued working and when they were full they were not interested in putting anything in my 12 ft trailer. At this point I already knew I was about to have serious ripple effect. I had a cleaning crew coming the following morning to clean the property at 8:30am and I still had a house full of things. They finally got to the rental property and started off loading. They immediately began using dollys to off load 3 boxes at a time. They took over 9!hrs packing the truck and 2.5 hrs off loading. They asked me to pay at the end at 9:30PM and in said no not until the job is complete. I refused to pay until they became back to finish the job and they refused to come back until I paid. I knew there was no way I would find a mover the next morning. I actually sent 3 companies a list of what this company moved and got a pricing $2100 and $2400 because I thought $3400 was insane. The average online reviews people paid $2000-$2500 for them to move same size home. Remember I'm not even done yet. So because I refused to pay until the job was done they did not show up the following day. So the stress level I'm encountering is not even possible to explain. My cleaning crew arrived and I had a house full of stuff that still had to be moved. These ladies immediately began helping me move mattresses, furniture, and boxes out to my 12 ft trailer. Fortunately we got almost everything out of the house so they could do the cleaning. I started calling companies to get someone out ASAP to get the rest moved. I couldn't get anyone for 2 days. I personally began moving anything I could. Then the following day the new owner is moving in. Thankfully the home is ready but the garage and attic are the only parts that needs to be moved. The new owner was very nice and understanding regarding my utter fiasco moving process. I had the other movers come the following day and they got everything out and I had to have them help me on the rental house side move boxes from the other movers to our storage facility which was previously scheduled with True Friends but they didn't do that portion. I paid another company $1650 to move the balance. I don't have a lot of furniture. Only 2 beds 4 nightbstand, 2 tv cabinets, 1 wine cabinet, 2 dining tables, 12 light weight parson chairs, 1 couch, 4 occasional chairs, 1 child's dresser drawer, 1 larger dresser, 1 tall cabinet, small sofa table. I gave the new owner a desk and another bar because they were heavy pieces. Literally that's all the furniture I moved. The rest were boxes. 15 large and the rest were medium. So it finally cost me $5050 to move my not even 2400 sq ft home. Then the following day I noticed scratches on the floor so called them but no answer and text them pictures of floor and finally got an email to file a claim. I filed claim and heard nothing. I finally took to social media and got an email about 5 hrs later telling me they would have a technical come to see the floor but I have now heard nothing more. Still have damaged floors. I tried a products that ****** suggested but didn't work. Now True Friends has processed 3 unauthorized charges on the credit card I gave them for my deposit. I have not received any receipt for what any of these charges are for. They totaled $3400.