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:09/01/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 recently moved, and had Woodlands Moving and Storage pack the trailer. When it arrived at our new location, the damage was significant. I would say 75% of the items packed were damaged. I filed a claim, and the owner Jason ***** said that they are not liable. They packed it, and locked the bulkhead, and was not opened again until the trailer was unpacked. Large sectional Sofa frame broken and covered in black marks, dryer broken, mattress ruined, coffee table top ripped completely off, wardrobe boxes compressed to about 18 inches, and much more...we are talking thousands here. It was due to poor packing. I have 30-40 more photos too.

  Business Response

  Date: 09/19/2023

  Regards to complaint *********
  Sorry for the late response, the email address this notification was sent to is not checked often, For Future correspondence please use [email protected].
  We were hired to load the household goods into the container, at no point where we were instructed to pack any cartons. And while we cannot confirm, looking at the photos it seems that the cartons may not have been packed correctly and may have led to them ending in that state.
  On the day of the loading pads were requested by the crew but not provided by the shipper.
  When the section of the trailer was loaded, our crew requested the wall to be adjusted to better secure the items to the carrier’s driver. This was not done when our crew was present.
  We do not have possession or control of the contents or care after that point of loading. We did not transport or unload the contents. We feel that the complaint should investigate and follow up with the company that was hired to move her items.
     
  
  
  Jason *****
  President
  281-362-9559
  
  

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.

  1. The damage to the sofa is 100% on them. We had it completely wrapped in plastic upon their arrival. The movers chose to rearrange to cushions resulting on the sofa becoming unwrapped during loading, leading to the damage sustained.
  2. The wardrobe boxes were constructed using the instructions on the boxes themselves. Anyone who has ever used such boxes would know that they only contain hangin clothes. As such they are not designed to bear weight. They should not have heavy objects placed on them. That way they would not have been crushed.
  3. All other boxes were packed as full as possible and secured with multiple applications of packing tape. The damage to them was the result of them being mishandled and loaded with too much additions weight.
  4. The damage to the furniture was completely avoidable had the movers packed the furniture next to cardboard boxes. Moreover, the complete destruction of the coffee table would not have been prevented by a pad. That combined with the crushed wardrobe boxes shows that there was a complete disregard for proper packing on the part of the movers.
  5. There was never a mention regarding the bulkhead, or the bulkhead placement. It only installs one way, and that is exactly how they closed and locked it, it was a snug fit. 
  
  Ultimately, this mover is grossly misrepresenting the actions taken by his movers to avoid any responsibility for the level of damage accrued during the move. His continuing remarks about the actual moving of the container is absurd. This is no different from a POD container. They packed it, it was transported, and delivered to our driveway. No one else had access to it.  This is 100% The Woodlands Moving and Storage fault, and we will continue to pursue every avenue.