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:08/14/2024

  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.

  We had a mattress and automatic bed frame that was supposed to be installed and delivered. Team brought mattress from *********** and dropped mattress outside and also caused damage to Mattress while delivering and install bed frame to bed that damaged it. The manager at the time said they would request a new one be sent from tempurpedic and we were advised it was on back order and it would be some time for a new one to be shipped. We reached out to company multiple times checking in and advised they were working on it and they never fixed or replaced mattress or bed frame. We just followed up again and were advised that the people and manager we were speaking with no longer work for company and they sent us back to ***********. We went back to Tempurpedic who advised us the delivery team never but a request in to replace it snd now the use a differ company to deliver and to follow up with big league for replacement. The mattress we bought costs over $6300. We are needing a check to replace it and more from frame asap as this has been going on for way too long.

  

  Business Response

  Date: 08/15/2024

  Big League Movers has some trucks that are rented and that perform deliveries for  logistic vendors for Temperpedic and other mattress vendors. I believe there is confusion on who to speak to regarding this scenario for resolve. 
  

  We dont have any authority about the product or ability to refund or even access your order and as advised youll need to speak to the place of purchase that hired and contracted out your delivery for a refund for your product. 
  

   

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22142037
  
  I am rejecting this response because:  Your team damaged the mattress that you guys delivered and were supposed to put in a ticket with the third party that contracted your team to switch it out. Your team has given us the run around on this for a while we contacted the manufacturer and they advised your team should have requested a swap they cannot do it on their end since your team damaged it. This has been going on for a while the back in forth. Can someone call me with your executive office this morning to try and get this resolved. Again this back and forth has been going on for a while. My contact number is ************.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/15/2024

  **********************;

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22142037
  
  I am rejecting this response because: I have reached out to the manufacturer on several occasions and was informed this is on the delivery team your company to resolve and pay for damages to replace the  mattress. I need someone to call me from your office asap to try and resolve this today. 

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

  Customer Answer

  Date: 08/21/2024

  Please close out  complaint advised this issued has been resolved by on deck fixing the issues. We are satisfied and would like it closed.

• Initial Complaint

  Date:02/06/2024

  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.

  On 6/1/23 we received an estimate from Big League Movers for our move. It was quoted *****k for 2 days. Specifically, 9 movers and 3 trucks. On 7/5/23 the movers started. At the end of that day there was no indication they would have to add an additional day. On 7/6/23 they stated they were unable to finish the job and would have to come back another day. On 7/7/23 they finished the job and we paid ********* total. On 7/17/23 we submitted photos of damages to ***************************. the damages included the mailbox being hit during the move by the movers, the dresser, chest of drawers, and mirror were scratched. The pool table was warped and the netting to catch the ***** ripped. A coffee table base was broken and a desk broken. On 7/31/23 our claim BLM-M-23-0090 was received by **** at ************ Solutions. On 8/12/23 ***** with Special Ts picked up the pool table and coffee table for repairs. On 9/21/23 ***** returned the pool table unassembled and the repaired coffee table base. He then fixed the mirror, dresser, and chest of drawers. He stated **** with the movers would be handling the pool table set up. We emailed **** on 9/21/23,9/27/23, and 10/4/23 with no response. On 12/12/23 we received a call from **** asking if the pool table was assembled. We said no and she acted confused. We also inquired about the money for the damages to the mailbox and desk, She stated she had a check she had not sent out.

  

  Business Response

  Date: 02/14/2024

  Thank you for reaching out about this issue, we will get this resolved immediately. After looking through this file, it appears there was communication going directly to an employee that is no longer with our organization. I am sorry this issue has lingered this long as this is not standard. It appears there is a pool table needing to be setup as well as reimbursement for damages to a mailbox and a desk. I left this customer a voicemail today at ****** to get a final resolution. Our claims department will attempt to contact again tomorrow, and/or until this issue is resolved.

• Initial Complaint

  Date:10/09/2023

  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.

  The decorative piece on my headboard was knocked off by the fan blade. The fan blade was also broken. I have been charged $100 by the apartment complex to replace the fan. I have called several times but have not received any information as to the status of my claim. Additionally since fill8ng the initial claim I have discovered that

  

  Business Response

  Date: 10/11/2023

  To Whom it May ************* am writing to address the BBB complaint filed against our company, Big League Movers. Upon receiving your complaint, we initiated a thorough investigation to understand the situation fully. We take all complaints seriously, and we believe in transparency and accountability in resolving issues. Here is a summary of the key information gathered during our investigation:
   9/19/23, Claim was submitted to Focus Moving Solution for processing.
  10/10/23 Claim form has still not been received back from customer to Focus Moving Solutions for them to proceed. 
   As per our company's policy and the signed agreement, we are allowed a period of 90 days to resolve claims. The speed of resolution often depends on the details provided by the customer and the timely submission of the claim form from the customer for processing..
   We stand by our commitment to educate our customers about our policies and processes and will take measures to further avoid any misunderstandings in the future. --- I hope this suits your requirements.
  
  

• Initial Complaint

  Date:09/06/2023

  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.

  This complaint is regarding a moving issue where damages occurred to my refrigerator and wall. The move took place on July 12, 2023, and the payment amount was $2,634.58. Job number 42923-1. After the movers were finished, I did an inspection and found several damages. The four that I bought to the attention of management on the day of the move were paint scuffs, dent in the wall, door was not hung correctly and deep scratches to the refrigerator. I had been communicating with the company and they sent out ***** to repair the damages. On July 19th He came and fixed the door and patched the hole in the wall. He asked if I had paint or if paint was left in the house; the answer was no. We had several text and phone conversations regarding paint for the wall and the refrigerator. On July 26th ***** stated in a text message that he ordered something for the fridge and came out on Aug.2nd. ***** tried removing the scratches but at the spot he was working it removed the coating. I sent a text message on Aug. 11th and again on Aug. 18th because I had not heard from anyone since he tried removing the scratches. He replied on Aug. 18th that the office is aware of it and finding the right solution is in the works. I sent another text on Aug. 31st and as of today, Sept. 6th I have not heard from anyone. I would like to have this resolved by fixing the problem or compensation to replace the doors. The fridge was purchased in February of 2023. I have attached pictures. Thank you.

  

  Business Response

  Date: 09/25/2023

  To Whom it May ************* am writing to address the BBB complaint filed against our company, Big League Movers. Upon receiving your complaint, we initiated a thorough investigation to understand the situation fully. We take all complaints seriously, and we believe in transparency and accountability in resolving issues. Here is a summary of the key information gathered during our investigation:
  Review of Contract: (use the following format to document all details)
  Repairs were made for all damages except the refrigerator doors. We will be contacting the customer on 9/25 to start the claim process with Focus Moving Solutions for the refrigerator doors that were unable to be repaired by us. 
  As per our company's policy and the signed agreement, we are allowed a period of 90 days to resolve claims. The speed of resolution often depends on the details provided by the customer.
  We stand by our commitment to educate our customers about our policies and processes and will take measures to further avoid any misunderstandings in the future. --- I hope this suits your requirements.
  
  

  Customer Answer

  Date: 09/27/2023

  I've completed the form, sent refrigerator invoice and model number. BBB claim should remain open until a completed resolution.  Because this is the second claim made with Big League Movers. 

  Customer Answer

  Date: 10/04/2023

  I received a settlement letter that stated the terms of the contract regarding damages during the move .  However, the contract and offer does not cover the damages made to the refrigerator after the move. The company tried removing the scratches and instead removed the coating from the refrigerator. Therefore, this is the sole fault of the company. How will that be covered?

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20565316
  
  I am rejecting this response because: I received a settlement letter that stated the terms of the contract regarding damages during the move .  However, the contract and offer does not cover the damages made to the refrigerator after the move. The company tried removing the scratches and instead removed the coating from the refrigerator. Therefore, this is the sole fault of the company. How will that be covered?
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 11/06/2023

  Focus Moving Solutions is currently sourcing the replacement parts for that areas damaged on the refrigerator. Sourcing these parts require time to find them, order them, and have them shipped. The process in currently on-going and time must be allowed for it to be handled properly to ensure the repairs are handled to a satisfactory level. 

  Customer Answer

  Date: 11/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  9055 ********

  *******, ** 38016

  
  

• Initial Complaint

  Date:07/31/2023

  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 had to move everything out of my home, store it, and relocate to a hotel until repairs were done. Big League Movers accepted coming out to my home, packing up what I did not have room for in the attic, and storing it until repairs were complete. May 2023 I moved back in and scheduled for my belongings to be returned. Big League Movers broke my television, my bed, and damaged the new flooring in multiple areas (I have pictures of everything). I showed the movers all the damage and they said a claim would be filed but that I had to close out the move. One of the movers even admitted that he said not to store the tv the way they did. A week later I have to call about the claim that I had received zero communication about. Focus Moving Solutions was brought in to handle the claim. A flooring company came out to paint the floors. No repairs were actually done. Then I was told that I would receive .60 cents per pound for the damaged items. The tv is inoperable and the mattress does not function as intended with the sleep number bed frame. I replied stating their offer was unacceptable and that an email is extremely unprofessional to inform a customer that you are robbing them. That was on 6/27/23. There has been no response from either Big League Movers or Focus Moving Solutions. This dumpster fire of a joke charges premium prices for low quality work that resulted in damages to my property and possessions. They have failed to demonstrate any professionalism, integrity, or accountability. This business should be shut down to protect the public from their despicable and dishonest practices.

  

  Business Response

  Date: 08/01/2023

  We are extremely sorry when a claim happens and very sorry this happened to you. When you choose your move you chose your valuation for the move. The options you choose are how the claim is handled as explained when choosing valuation. As you are aware this option is for $.60 per pound coverage. 
  

  The valuation is chosen prior to your move and makes it cut and dry how your claim is handled. In no way is this an attempt to hurt you to the point where you are calling our organization names. 
  

  A third party claims company handles the claim based on valuation and has a resources to handle the claim for you. Focus Moving solutions. Please call them with any questions you have about your claim. 

  From the records I see this claim was attentively handled 6/20/23 and sent the resolution which was denied by you. 

  The floors were repaired by a professional repair company. 

  * Valuation chosen on the day of the move was $.60 per pound per article at no extra charge.

   Pictures were provided.
   The shipper provided weight on the ** but not the sleep number.  The mattress will no longer attach to the smart base.  The mattress has a weight of 33 pounds and the base runs from ******* pounds.  We used 150 pounds for a total of 183 pounds/
   Special-Ts repaired the wood flooring.
  

  offered from claim 
  $.60 per pound per article.
  
  Sony 75 LED **
  $.60 per pound per article  71.6 pounds $42.96
  Queen sleep number Dual C2 360 smart bed
  $.60 per pound per article  183 pounds $109.80
  Hardwood flooring
  Repaired
  total claim check : $152.72 
  

  In an attempt for customer satisfaction we will offer another $150.00. 
  

   

   

   

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20399640
  
  The damage occurred during storage per your employee. Not during the move. The mattress when purchased per the receipt provided is valued at $999.00 and the television was valued at $1498.00. That is a total of $2,497.00. These items are not brand new and I do not expect to be refunded the price I paid at purchase. However, your organization is responsible for them because your organization damaged them. $352.75 is unacceptable. 

  

  Business Response

  Date: 09/13/2023

   1/19/23, 12:49 pm: Customer contacted our company to inquire about our moving services. During Call Customer was explained the importance of and offered the opportunity to purchase additional valuation and protection for items such as a TV. Customer declined additional protection. A deposit was placed, and an agreement was reached regarding the hourly rate.
  1/19/23: We sent the customer detailed information about valuation options available. The customer chose not to opt for additional valuation.
  1/24/23 Post-move survey was completed by the customer, who described our service as "great move, will be leaving an awesome review". The contract signed by the customer is attached. Within this contract, it clearly states that any claim will be handled at a rate of $.60 per pound. Customers' items were in storage until 5/5/2023. 
  5/5/2023: At the completion of the move out of storage the customer reported a claim via a phone call. On the same day, we informed the customer that Focus Moving Solution would be the third-party entity handling the claim, based on the valuation option selected during the move. 
  Customer completed and submitted a detailed packet describing the item in question.
  6/20/23: We responded to the customer's claim, offering compensation in the amount of $156.76 for the Television which weighed 71 pounds, and Mattress which weighed 183 pounds, The damage to the Hardwood floor was repaired and invoice was paid by us. This compensation was based on the previously agreed upon valuation rate of $.60 per pound. 
  As per our company's policy and the signed agreement, we are allowed a period of 90 days to resolve claims. The speed of resolution often depends on the details provided by the customer.
  In light of the circumstances and in the interest of customer satisfaction, we are willing to offer an additional $156.76 on top of the initially proposed amount.
  We stand by our commitment to educate our customers about our policies and processes and will take measures to further avoid any misunderstandings in the future.
  Attached are both contracts signed by the customer in which they chose the Basic Protection of .60 per pound.  I hope this suits your requirements.
  
  
  

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20399640
  

  No one offered additional liability let alone explained to me that in the event they destroy my property they will pay per pound regardless of the damage done or value of my property. I was told that all damage would be covered and that if anything were to happen all I had to do was provide proof and file a claim. The two documents attached were the close outs following the move out and move in. Following the move in I told the employee running the crew that I was not going to sign anything until we figured out how to handle the floor, tv, and bed. He contacted a manager that repeatedly assured me that all I had to do was file a claim and everything would be covered. I was told I had nothing to worry about and we just needed to close out the move. This "contract" was signed on a cell phone that was put directly to the signature by the employee running the move. Again, this offer is unacceptable. The value of the mattress was $999.00 at 10% depreciation since purchase the value is $399.60. The value of the television was $1,498.00 at 10% depreciation since purchase the value is $449.40. That is a total of $849.00. This is the minimum I am willing to accept. 

• Initial Complaint

  Date:12/15/2022

  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.

  My ******** Switch was stolen, but they did not take the charger.It was just me & the 2 movers in my new place today. I have called the company twice & they just say theyll have someone call me back. The majority of my things had been boxed up for about 2 years. Only a few container/boxes I packed recently. I put everything for the ******** Switch & the Wii into the same container. Wii has zero value, & was left alone.******** Switch is missing. I have not taken any trash out yet, and no one else has been here. The movers also arrived to my new place ***** minutes after me. Even though we left at the same time. I saw them on the other side of the road, going the opposite direction, a little while after we left my old place.

  

  Business Response

  Date: 03/09/2023

  Big League Movers remains steadfast that neither of the movers on December 15th, 2022 stole the ******** Switch.  ******** is correct, all items were boxed and to our knowledge, none opened.  In good faith and to ensure the customer was made whole, we reimbursed $350 to her for a replacement (attached).