ComplaintsforBuddy Moving

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of incident: 11/08/2023 Amount paid: $ ******* + $50 Promised: 2 professional movers @$149 hour(no limit), moving truck, and moving supplies Movers were unprofessional, they did not use blankets. The movers were deceptive, hostile, and unprofessional. The dispatcher and movers verbally attacked me using profanity. One mover threatened me with bodily harm. Dispatcher refused to deliver my belongings unless I prepaid before the job was complete. The movers intentionally damaged and abused my belongings by throwing my mattress on the ground and walking on top. Dispatcher threatened to put my belongings in storage and charge me storage fees, movers threatened to leave my belongings on the street. Movers harassed and insulted me and made various threats.

  Business response

  01/08/2024

  Customer was very aggressive towards movers because they loaded the items the way they are trained to and not the way he wanted. Said he would not pay, we told him items would be stored if he did not pay. Customer was very aggressive with office staff screaming and cursing during the entire move. Customer had a great crew who has worked for us over 5 years with very little complaints. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $1,424.24 + a $50.00 deposit total $1,474.24 to have 2 men with a large moving truck move my 2 bedroom apartment a few hundred feet to my new apartment in the same complex. I had everything boxed, labeled, broke down and dressers emptied before they arrived 4 hours late. I was quoted $150 per hour for two men and a moving truck with a 2 hour minimum. This job was for labor only and shouldve been completed in 2~3 hours **** They took 8+ hours to do this and literally threw almost everything in my new garage and didnt follow simple instructions. I still can not find things that shouldve been moved to my apartment, but were thrown in my garage in such a mess that I cant even get to some of the boxes to see whats in them. The supervisor sat in the truck the entire time and I attempted to address my concerns during the move and he just kept telling me things kept changing and it was a miscommunication, but couldnt tell me specifically what because nothing changed or was miscommunicated. They drug this out to make a$1,000 more than I shouldve had to pay and created a mess for me to have to try to clean up by providing a below standard professional service. I have called and emailed details of my complaint and was told a manager would call me back. Ive heard nothing as two weeks have passed by since I initiated my complaint. I deserve a full refund, but only requested $850. Any help resolving this issue would be much appreciated. I would never recommend this company to move anyone anywhere. I couldve walked everything from my old apt to my new one in 4 hours by myself. I was completely taken advantaged of and the service they provided was deplorable.

  Business response

  11/13/2023

  We acknowledge we were late beyond the estimated arrival time. It is not a guaranteed time, and there was an unfortunate delay in our arrival, but we do offer a refund for this time delay. However, we have been unable to begin this refund process due to ***** charging back the entirety of her move.

  We originally sent an email to gather more information on 10/05/23 after her initial call. She responded on 10/13/23, without the required information we requested. She has not provided us with any proof of damages to her items or property. Her main complaint is the time it took to complete her job. All of our local jobs are billed at an hourly, non-binding rate, as clearly stated in the estimate and contract. ***** could have asked the movers to stop at any time if she could no longer pay for the service. As she did not, she used our services for a total of 8 hours and 45 minutes. For a job that is 3rd floor to 2nd floor with a garage, that time is well within the normal range. We have explained this to her in our last communications.

  Concerning the items the customer mentioned, there were a majority of boxes from the origin's garage that were moved directly to the destination garage, as the crew was requested to do so by the customer. The customer was not present for a vast majority of the move, and as such, the crew could only move items where there were either labels or where they had the best guess to put them. As such, when the customer was present, she was asking them to relocate items. We let all of our customers know that if they are not present for a move, we cannot guarantee each item will be where they may want it if they cannot direct our crews. And using time to relocate items will also increase the total billable time and thus the cost. Buddy Moving is more than happy to provide our standard refund for arriving late, once the details of the chargeback have been finalized, but as our services are clearly stated as hourly, ***** used our services for this time.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My experience Saturday with your company was (or the third party you sub contacted to) far from grand. 2 workers showed up to my apartment at 2:30pm after showing them around I was provided documents to sign at 2:45. I advised the older gentleman please take the larger items as I have a hard stop at 2 hours.. he stopped working a number of times and took 20 mins to explain to me how they will get it done quick and the last job he did and misquotes, his medical history, how late he worked the night before and everything else about his life. This man complained, asked for drinks, and talked more than my 4 year old. I singled handily watched him carry one item out the door to the truck multiple times with said item weighing less than 5 pounds. While talking on the phone, or asking me or the other guy questions about anything showing me and anyone else his grand kids. He did Absolutely nothing he was hired to do!Once we arrived to my new residence its 2.5 miles from my old residence but took them about ***** mins to get here. He asked where he should park and I told him. He then proceeded to drive around the entire complex he wanted to check out the loading dock I asked him again to please park where I asked him to. He goes inside of a random establishment for 20 mins (I know this bc I came down to look for them after we gotten off the phone the 1st time) to ask for permission go park there. After realizing that he can park there he asked to see my new place so up and down the elevator a total of 4 times before the truck was moved then a walk across the parking garage bc he left the truck parked in the loading dock (because he had to check it out.. and its not for my Apartment complex its for a completely separate business.. ) I would like my $677 refunded. Or at least $477 as I was not provided the services I paid for. Ie 2 movers! The time I paid for should not have included the 2 hours the assistant mover spent complaining, begging, and talking!

  Business response

  10/16/2023

  Dear ******,
  
  I hope this message finds you well. Thank you for reaching out to us with your concerns regarding the duration of your recent move. We appreciate your feedback and the opportunity to address your questions.
  
  We completely understand your perspective and the expectations you had for your move. It's important for us to clarify the duration of your move in the context of typical one-bedroom apartment moves, especially when stairs are involved at both the origin and destination.
  
  It is common for such moves to take around four hours, and this duration is consistent with the average time for moves of similar size and conditions. We have a highly experienced and professional crew that has been with us for years, and their efficiency and dedication are reflected in the time it takes to ************** successfully.
  
  We would like to emphasize that our local moves are billed at an hourly rate, not based on a set time frame. This billing method is clearly outlined in the estimates signed before our moves and in the contracts signed on the day of the move. We believe that transparency in our pricing and adherence to these agreements is crucial for providing fair and consistent service to all our customers.
  
  Considering that the move duration falls within the expected time frame for a one-bedroom apartment move, and that our crew has consistently delivered quality service over the years, we do not see a possibility of refunding the amount requested in this case.
  
  We sincerely appreciate your business and trust in our services. We remain committed to serving you in the best way possible and ensuring that your future moving experiences meet your expectations.
  
  Thank you for choosing us, and we look forward to assisting you with any future moving needs you may have.
  
  Best regards,
  
  *****************************

  Customer response

  10/16/2023

  I am rejecting this response because:   This was not a typical one bedroom move as I had moved items prior hence why I advised your movers that a bed and 15 boxes, and 2 TVs  should not take over 2 hours, especially when I took the bed apart myself. Correction to your response My destination did not have stairs and the original location had 10. Your movers used the elevator once they decide where to park at my final destination. Again I intrusted your company to send 2 qualified movers for a 600sq Apt and was sent 1 qualified person. After reading your reviews you know who exactly im speaking of as I am not the first to complain of this service. At this time I will be requesting a full refund as this was complete false advertisement, and completely bad faith

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Considering Ive booked BUDDY MOVING 3 times and only had an actual BUDDY crew move my items ONCE i cant in good faith ever book again.Not only were the THIRD PARTY MOVING CREW (******** Moving Services) late by over 5 hours i received ZERO communication from either Buddy or the 3rd party movers. I had to call the office 4 separate times 20 mins before my original window closed 1-3p and received no communication until I had someone else contact the office and then was told the movers are on another move, we dont know when theyll be arriving.Beyond being unprofessional, the "driver" was was rude,only interacted with me to collect my signatures for the contract and my payment at the end of an almost 6 hour move.He started the charges about 30 mins BEFORE another mover actually showed up and packing began.When i booked BUDDY I expected BUDDY MOVERS, not a rude unprofessional 3rd party crew who never contacted me about arriving 6 hours late until i hounded the buddy offices.They also double booked the move time &I was forced to wait HOURS before they actually showed up.Also, at time of payment the driver tried to force me to pay full price,although a 5% discount was notated on my account.When i pointed out that the final quote was missing the discount,he gave attitude and begrudgingly added it on, when it should have been there to begin with. I will never use this company again, due to a repeat of last year (where the movers had an accident and did not contact me until an hour after the original window had closed) and yesterday where I didn't hear anything from anyone, but was forced to pay full price for an incredibly subpar, stressful & reckless moving experience. Not only was I incredibly inconvenienced, I was subjected to an awful and unprofessional experience which resulted in damage to my items being mishandled & literally thrown off the truck trailer. Clearly there is a pattern concerning lack of communication and a lacksidasical attitude towards customers

  Business response

  10/16/2023

  Dear ***********,
  
  We sincerely apologize for the inconvenience and negative experience you had during your recent move with buddy moving. We deeply value your feedback and would like to clarify a few important points regarding your concerns.
  
  First and foremost, we want to clarify that we do not employ third-party movers in our standard service. It seems there might have been a misunderstanding in your case. The crew you encountered, ******** Moving Services, was not part of BUDDY MOVING. We recently purchased a trailer from another moving company, which might have led to confusion. We appreciate your patience and understanding in this regard.
  
  Additionally, we'd like to address the issue of tardiness. While our crews make every effort to adhere to the scheduled time window, we understand that delays can be extremely frustrating. To make amends for this inconvenience, we offer a $25 discount for every hour that our crews are late beyond the scheduled window. Please be assured that this is not a common occurrence with our crews, and we are continually working to improve our scheduling and communication processes to ensure a more seamless experience for our customers.
  
  We also take your concerns about the professionalism of the crew seriously. Rude and unprofessional behavior is not reflective of our standards, and we apologize for any interaction that left you dissatisfied. We have addressed this matter internally to ensure that such incidents are minimized in the future.
  
  Regarding the discount discrepancy, we apologize for the oversight and the inconvenience it caused. We appreciate your understanding in allowing us to correct this on the spot, but we understand your frustration.
  
  We truly regret that your overall experience did not meet your expectations, and we want to assure you that we take your feedback to heart. It is never our intention to provide subpar and stressful moving experiences. We appreciate your feedback, which helps us identify areas for improvement in our service.
  
  We hope that you can consider giving us another chance in the future, and we promise to do our best to ensure a much smoother and more professional experience.
  
  If you have any further concerns or feedback, please feel free to reach out to our customer service team. We are committed to continuously improving our service and ensuring our customers have a better experience with buddy moving.
  
  Sincerely,
  
  ******,
  Buddy moving **************** Team

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Buddy Moving for my local move from ***** to Prosper. They damaged my dresser, broke a picture frame, and my portable speaker went missing. The company tried to make right by offering me 45 min off my move rate. Which should have been $112 and I was only refunded $50. Upon contacting ******************* vie text to address this, **** said there was nothing more he could do and they would be better on my next move. I replied saying I would never use their company again and that I would be writing a review about my experience. **** then replied saying do that, and *** post your address online and no moving company will ever work with you again He then called me twice. I was working and couldnt answer. My concern here is not about money, but the fact that he threatened to post my address online if I left a negative review. Im a single woman who lives alone so this was very frightening for me. I have included screenshots of the conversation, one showing the phone number being used

  Business response

  01/12/2024

  Subject: Resolution Regarding Your Buddy Moving Experience
  
  Dear *****,
  
  I hope this message finds you well. We sincerely apologize for any inconvenience you may have experienced during your move with Buddy Moving. However, upon reviewing our records, we were unable to locate any information related to a ******************* or the phone number you provided in our employee database.
  
  It is essential for us to address and resolve any concerns you may have, but it seems there might be a misunderstanding or misinformation regarding the individual you mentioned. We assure you that we take such matters seriously and prioritize the satisfaction and safety of our customers.
  
  If you could kindly provide additional details or verify the information, we would be more than happy to investigate the matter further and work towards a resolution. Please feel free to reach out with any relevant documentation or details that could assist us in identifying the issue and addressing it promptly.
  
  Our goal is to ensure a positive moving experience for all our customers, and we want to assure you that any legitimate concerns will be thoroughly addressed. If you would like to file a claim with us, we are more than willing to cooperate and resolve the situation to your satisfaction.
  
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to assist you further.
  
  Best regards,
  
  ****
  Customer Service Team
  **********************

  Customer response

  01/12/2024

  I have reviewed the business response and accept as I do not want to have contact with this business ever again. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Buddy moving to move a one bedroom apartment and Buddy moving outsourced to another company ******* moving They showed up in a pickup truck with a trailer. The guy parked a long way away from the door when he did not have too and stated it would take extra time. They did not wrap my furniture- items were damaged. I called ***** the owner several times during the move he cussed me out and basically said if I want my items I will pay. The company charges by the hour - the movers took 8hrs to move my one bedroom with no appliances- a couch a dining table and chairs and boxes. One guy left in the middle of the move and they had to work with one until a second on showed up. They basically threw my belongs on a trailer. The entire move was *******.

  Business response

  01/17/2024

  Hello, this was resolved with the customer back in July. We refunded her $500. Please see the attached form which is signed by the customer.

• Initial Complaint

  12/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled movers with them, and paid my deposit of $50 on December 8th, 2022. The morning of my move (December 21, 2022) I waited for them to arrive and once they were late they informed me they would not be coming to move my items. I asked for my deposit back and have not received it yet. I wish I could get back the time it took me to move all my items myself, but all I really want is my $50 back solely for the principle of the matter

  Business response

  02/24/2023

  Business Response /* (1000, 5, 2022/12/26) */ Hi ********, We have sent you multiple messages regarding this issue and have no problem refunding your deposit. Best, The Buddy Moving Team Consumer Response /* (3000, 7, 2022/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) First you have not sent "multiple messages", you've literally sent ONE. Two, if you count the cancellation text as another. Both were apologies/excuses and nothing about refunding the deposit even though that's been my sole request this entire time. To make matters easier I'd like a date that I can expect to have my deposit back.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The issue was even with me explaining everything to Trenton and doing an inventory, they sent a small truck. The guys get here and said that they couldn't fit all my things in the truck. They stated that they were going to call someone else to come complete the move. I didn't even know the guys left u til i called Trenton. I'm sooo disgusted, because I am going to have to pay an arm and a leg and still have to move the items to my new place. I have NEVER had a moving company take longer than 2 hours for a move, but a moving company that cares would've sent three people and a bigger truck so they don't just rack up on my expense. Come to find put, they called a different company. They company they sent were extremely nice, but they were on the phones alot. I initially was going to rent a uhaul and do it myself, i would've been better off. I was told that they couldn't complete my move because the company they called had other moves today. All of my belongings couldn't even get move, thanks Trenton for the HORRIBLE experience. THEY DECIDED TO GO AWAY FOR TWO HOURS CAUSING I5 TO GO UP AND UP. TRENTON NEVER SENT A THIRD PERSON TO HELP, AND THAT TWO MEN CREW TURNED INTO A ONE MAN CREW. ONE GUY WAS DOING EVERYTHING. THEY SPLIT BLEACH ALL OVER MY BED THEY DEFINITELY DID NOT HANDLE MY THINGS WITH CARE. DO NOT AND I REPEAT DO NOT BOOK WITH THAT OR TRUE MOVE. THEY LEFT FOR TWO HOURS AND WOULDN'T ANSWER MY CALLS. THEY BROKE SEVERAL items, my bed smell like beach, they took stole some items. They broke two out of three of my tvs, they threw bleach all over my matredd and ruined it, they stole a whole csse of my water and a whole package of body armor, my purses, my perfume, they broke my glass dishes, threw my items on the fround didnt protect anything, rhe lis5 goes on!!! If you see these two gys DO NOT ALLOW THEM IN YOUR HOME, I ALMOST CALL THE COPS, BECAUSE THEY LEFT WITH MY STUFF FOR TWO HOURS. MY MOVE WAS RIGHT ACROSS THE STREET, AND I KEPT CSLLINY THEM. THEY KEPT

  Business response

  09/06/2022

  Business Response /* (1000, 10, 2022/09/06) */ This customer has tried multiple times and ways to not pay for her move. In the beginning, once our crew had finished, she ran inside and shut the door. She would not allow our crew to take payment. We tried multiple times to contact this customer. The cost of her move was billed to her account. She then disputed this charge. The bank sided with us, as there was nothing to dispute. She then claimed the movers had destroyed every single item they moved. She sent a list of everything we moved, including things we do not move, and said we had either destroyed these items or stolen them. We managed the situation as we always do. We began by starting a claim process. The customer responded to this claim with an email that contained no pictures, detail, or anything we can use. She sent this same email multiple times and accused us of not wanting to look at her emails. Why we don't believe she has anything to show us, we would be happy to help complete a claim for this customer. She has not sent us anything to help her, and no concrete information for us to help. It is obvious this customer did not want to pay for her bill, and is upset she had to. We want all our customers to have a great experience with us, but there is nothing we can do about not wanting to pay your bill. Consumer Response /* (3000, 12, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is lying. I have provided EVERYTHING, and they REFUSED to help. I NEVER ran inside, I was ALWAYS inside. They are a shady company, they are billing customers for work that was NOT done. I sent multiple emails, and they refused to help in the situation. Their people stole from me. I have texts and calls from calling the guys that left for two hours with things they were supposed to move. You don't just bill someone fraudulent charges. Like they JUST admitted that they didn't move everything, but yet yall lied and said that yall did. They left my things out in the sun and just threw boxes around. It is not allowing me to upmoad all my pics Business Response /* (4000, 14, 2022/09/08) */ ***** ******* signed to an agreed upon price for her move four days before the move began. She paid a $50 deposit and signed an agreement to the price of $150/hour for a two man crew. The day of her move, she signed before the movers started agreeing for them to begin at the agreed upon prices. Our crew worked for 7 hour and 30 minutes. They started at 10 am and finished at 6:45 pm. They deducted an hour and 30 minutes of time. This is the time ***** says they were not there. They were getting lunch, which we allow all our crews to take a lunch break, at no cost to the customer. We charged ***** for 7 hours and 30 minutes of labor at $150 per hour, the price she agreed to beforehand. ***** claims they stole items. This is not possible. Our crews are GPS monitored strictly with both front and inside cab view facing cameras. We monitor all their movements to ensure they do not go anywhere they should not be. All trucks are returned to our warehouse after completion of a job, and our operations manager personally checks all trucks for any possible items accidently left behind. Again, we are more than happy to begin a claim process for ***** *******. We just need her to actually provide the information for us to begin a claim. Just saying you have damaged items does not allow us to do this. Consumer Response /* (4200, 16, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) No. They are being dishonest. I was NEVER given paperwork to sign once they got there. PlUS, they didn't come in a company truckz they were in a U-haul truck. The theives they let steal my things weren't wearing ANYTHING that stated bufdy moving. How can they put ups devices on a U-haul truck. They do NOT own them. They have been dishonest FROM the beginning. I sent over countless emails with photos, and forwards them to the investigator that received the forwarded emails. They have been uncooperative the whole time after stealing my money. There is NO WAY A REPLICA COMPANY IS GOING TO RUN OFF WITH CUSTOMERS THINGS IN THE MIDDLE OF A MOVE. THEY WEREN'T ANSWERING CALLS OR TRXTS UNTIL I SAID I WAS ABOIT TO CALL THE POLICE. THEY LEFT AND TOLD MY THINGS IN THE STREET AND TOLD ME THAT THEY HAD ANOTHER MOVE. HAD THE NERVES TO COME BACK 4 HOURS LATER WANTING ME TO SIGN SOMETHING THEY NEVER COMPLETED. A BUNCH OF THEIVES!!! STOLE AND DAMAGED ITEMS Consumer Response /* (31310, 35, 2022/12/12) */ Attached Arbitration Fee Payment Customer Receipt

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a terrible experience with Buddy Moving. We were quoted two trucks and six movers to handle our move. The day of our move one of the trucks was in an accident (which we understood was outside of anyone's control) but resulted in us having one truck, two movers and no where near enough moving supplies to move our belongings safely and securely. We asked several times for additional people to help and were turned down. The two movers we had were friendly however one vaped repeatedly while moving our furniture. They also were exhausted (understandably) and were careless with our things towards the end due to fatigue. The move also took nearly 12 hours (we were quoted six) which included my husband helping them...they then asked us to leave a tip after the mess. Our belongings were not protected because they ran out of blankets/wrap/tape/etc and as a result we had significant damage. When we arrived at our new house I noticed our fridge was not wrapped and had furniture with pegs leaning against it. The mover told me "oh yeah we messed that up" and "you can file a claim to fix it". The claim DID NOT fix it and we now have an extremely scratched fridge that needs the doors replaced. The claim process is horrendous. I submitted a claim for seven items in mid-November and it's yet to be resolved. We had easily $2000+ worth of damage that was preventable had they had proper supplies and more help. We were offered $200 for two of our seven items but never actually given the money. We were never given a reason for why our five other items they damaged were not covered. I have sent countless emails and left phone messages with no response. The most frustrating part of the move is the damage was preventable and it's been IMPOSSIBLE to get updates/resolution from them.

  Business response

  04/04/2022

  Business Response /* (1000, 7, 2022/03/10) */ The settlement offer was based on the bill of lading that Ms. ******* signed and we did receive confirmation that she received the settlement. We have offered to provide additional coverage for repairs beyond what is required per federal guidelines. We are still in the process of trying to resolve the issue further than what we are required to by the state of Texas and have already resolved what we are required to based on USDOT requirements.

*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. ↩