ComplaintsforSimple Moving Labor

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I requested a quote for moving labor and booked services through SML (order#*******). My request stated "I have a lot of boxes and some furniture to get into the house." The items were in two PODS in my driveway. SML estimated the job would take 4 hours. I had to pay upfront on the day of the job for the 4 hours, which came to $842.13. The job ended up only taking 2 hours. SML refunded me only for 1 hour of labor, though, because the paperwork I had to sign stated that a refund of up to 1 hour will be given if the job exceeds the 2 hour minimum but is under the estimated time. When I called the company about this, I told them that it is their job to get the estimated time very close to the actual time it takes. The response I got was that most people like to have their items brought to specific rooms in the house and arranged in specific locations, and that is why the estimated time was for 4 hours. My response to that person was that it was not what I had the laborers do for me, because it is not what I stated I wanted help with when I put in my request for a quote in the first place. I want to add that what SML refunded me ($142.50) isn't even a full hour of the labor I paid for. $142.50 is what SML charges for an additional hour of labor beyond the estimated labor time. The total amount of money I paid SML is $699.63 for 2 hours of labor when the total I was quoted for 4 hours of labor was $842.13. I should only have paid half of the $842.13. As such, I am requesting a refund of $278.57.Let me also add that as I was completing this narrative, I received a call from someone in management at SML. He stated that $142.50 is the actual hourly rate for the labor I received. The rest of the money I paid was for a booking fee and mileage and other things. I asked him where it shows those fees on my invoice, and he admitted that it does not show up on my invoice but that he can now send me an itemized receipt showing the other fees.

  Business response

  11/17/2023

  *******************************,

  Thank you for reaching out to discuss your billing from service. We appreciate the opportunity to address your concerns and better understand what occurred. A review of your account has been completed by our management team.Attached, and below, we have provided information about the billing practices and the services you received.

  Initially, I would like to share our appreciation for the positive feedback about the services you received from the crew and our call-center. We have shared your positive feedback with all parties. Your explanation about your concerns with the billing will be used to help improve how we do business moving forward. Thank you for your time and attention to these details.
  

  A review of your account shows your initial booking was scheduled for a three person crew for a minimum available working window of four hours. The estimate that was provided initially is based on the information you provide during the quoting process. To unload two 16' containers, it typically takes a little over four hours to complete. There are variables that can impact the time that it takes to load/unload items like the type of items being moved, the distance the items have to be carried, number and type of boxes, stairs, etc.We are glad to know the crew was able to complete your service within the first two hours.  Based on the Terms of Service you agreed to, you were eligible for a one hour reduction of cost that has already been refunded to the card on file. The rate of the hour was agreed to and listed on the quote and confirmation.

  Our billing information is outlined within our Terms of Service but we wanted to take a moment to define the process. When booking labor services, we guarantee the crew will block off the entirety of the time you reserve plus one hour to focus solely on your service. The crew agrees to a minimum payment of the booked time minus one hour if they complete the order quicker than expected. They also guarantee they will be available for an additional hour beyond your booking to help adjust to the needs of your move. This helps provide the best service providers available by fairly compensating for their reserved time and ensure our customers are fairly billed.

  We are glad to know the crew was efficient and able to unload your items quickly and safely. The refund of the additional hourly rate agreed to at the time of booking has been processed back to the card on file.  As a good faith gesture, we will provide an additional $100.00 discount to show our appreciation for the feedback you provided. Please let us know if you agree to the additional discount and we will refund the balance back to the card on file within 3 to 5 days.

   

  *********************
  Customer Relations Manager
  ********************
  
  

  Customer response

  11/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I accept the $100 credit. Thank you.
  
  Regards,
  
  *******************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Simple Moving Labor to move some heavy items out of my container storage into my new home. The movers ruined my wooden stair and chipped drywall up the stairs trying to carry the furniture. It wasnt just scuff marks on the stairsthey are chips in the wood that will require them to be replaced and stained. I submitted pictures and the claims department offered me $100, which from my research seems like the standard amount they offer regardless of the damage.

  Business response

  11/21/2023

  Thank you for your patience as we reviewed your account. We have reached a resolution with the customer outside of the communication of the BBB. A release has been drafted and will be submitted as soon as we receive it. 

   

  Let me know if you have any questions.

   

  *********************
  Customer Relations Manager
  ********************

   

   

   

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired these movers to move my daughter into an apartment so not a lot of things. We had a contract stating the price which was 2 men min 3 hours and the stated amount per hour with the total noted. Once we arrived they suddenly indicated we needed to pay for their travel back and forth to their company and the bill increased $250 dollars and if we did not pay we would not get back our things. This was not in the contract and never mentioned at all. ****** who I guess is the owner called me and started screaming and was completely inappropriate. After I paid via Venmo the larger amount not in the contract, or I would not have been able to get our things , I realized we were missing a table and a box. I have been texting them and emailing and calling but no one is responding. This is a scam company and I wanted to make sure they were reported.

  Business response

  10/03/2023

  *****,

  Thank you for reaching out to discuss your experience with the moving provider. We are not able to locate your account with the information provided within your complaint. When able, please provide the name, phone number, or email the account was booked with or the order number included on your confirmation of booking email or receipt. 

  *********************
  Customer Relations Manager
  ********************
  ************
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When the moving company arrived with our belongings, we instructed them to put all the items in our garage, as we were getting new flooring installed throughout the house. They completed the task, we approved final payment, and they left. The following day, we did a final walk through with our property manager in ****, ** and discovered that the moving company had damaged the flooring in the dining room while moving an item. On the 30th of August, 2023, upon completion of the flooring in our new house in Rogersville, we began moving items from the garage to the inside of the house. When moving the refrigerator and washing machine, we noticed that they were badly damaged. I immediately contacted Simple Moving Labor and the representative instructed me to fill out a "Statement of Claim" form and return it to them. I noticed on the form that it said "Please return this form within 10 days of last service. I immediately emailed the representative back, explaining to him that the 10 day timeframe had passed. He encouraged me to submit the form anyhow. I explained to him that it might take me a few days, as it required printing the form and I did not have a printer yet. I did, however, immediately forward him the pictures of the damage. Finally, after getting a new printer, I was able to complete and submit the form, per their request. They immediately denied the claim. First, they DID provide services for the load AND unload, which I paid for. Second, I let them know that the 10 days had expired. The representative (the same one that denied the claim-*****************************) encouraged me to go ahead and file the claim, insinuating that it would be processed. Finally, they basically claim that they did not cause the damage to the flooring. One of the movers, ****, will attest to the fact that they did in fact damage the flooring and the appliances, as they did not use the blankets or tiedown straps that were provided, although he encouraged the lead loader to do so.

  Business response

  11/21/2023

  Please find the attached response to the complaint along with supporting documentation.

  
  

  Customer response

  11/21/2023

  Complaint: 20663638
  
  I am rejecting this response because:

  They are liars and cheats.

  
  Regards,
  
  *************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired simple moving labor (SML) to load the contents of my house into a rental Penske truck in ******** and unload the truck and Georgia. The loading movers were very unprofessional they did not handle objects with care dropping a box of dishes. Despite having numerous unused blankets at the end of the packing process, the movers did not utilize them to protect furniture, including a bed headboard, mattress pad, desk, and couch. The items were improperly packed according to the crew who unload the truck. The movers used vaping devices in my house, including one with marijuana in the master bedroom. They did not have permission to smoke or vape in my house. They did not give me a sheet to accurately mark starting and stopping times of their services. The movers overcharge me for a total of 45 minutes. They stole two of my tools at the end of the move, which were only returned when a call was placed to complaint to the company. Due to being in a vulnerable position while the movers were in my house, handling all of my possessions, I did not call the company to complain until immediately after they left. I mention the marijuana smoking, as well as stealing my tools. The movers did return the two tools by the next day. when calling to ask about resolution of all of the problems, including damage to furniture, being overcharged for moving time and marijuana use in my house, as well as unprofessional behavior the manager, representing SML, was unable to resolve the situation to my satisfaction, stating to read the terms of service rather than resolving the issue. This manager will not allow escalation of the complaint to a higher authority. He offered me a $50 credit for any subsequent use of their services rather than providing credit to the previous move. when discussing bringing up the complaint to the Better Business Bureau, the manager withdrew the $50 offer. I asked for $250 refund in addition to the $130 refund for being overcharged for the movers time

  Business response

  09/11/2023

  Thank you for detailing your concerns and letting us know what happened, ****.

  Notes in your account indicate our management team reached out to you earlier today and addressed your concerns. Your refund will process out today but may take 3 to 5 days to complete. Thank you for your feedback about the service you received.

  *********************
  Customer Relations Manager
  ********************
  

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of loading truck July 19th I hired 3 men for 3 hours. 2 men showed up 1 hour late, the other guy showed up **** and all 3 left at ****. They used two of my blankets out of 25 blankets didn't tie anything down, but had enough energy to throw the tie down in the truck. This company is horrible. The manager make excuse after excuse. I was told I requested for the outdoor furniture to be thrown in middle of truck it was jammed in. Then I was told to pick and choose what I really wanted because wouldn't all fit. When I called the company about this they offered to make another work order for a crew to come out ****** and then repack this would be another cost to me. But that would take 3 days because they have to get your money before they show up to job. I fell this is a scam and I have no recourse.

  Business response

  09/11/2023

  ***************************,

  Please find attached a response to the concerns you expressed within your complaint. We appreciate your feedback. Don't hesitate to reach out to me directly with any additional questions at ***********************************

   

  *********************
  Customer Relations Manager
  ********************
  

  Customer response

  09/11/2023

  Complaint: 20461586
  
  I am rejecting this response because: containers where falling before the truck moved, table was shattered, no tiedowns where used. and three of the furniture blankets where used,I had 25 blankets. the pictures of theirs dont show the middle of the truck, how my things where throwed and tangled it was a mess. I had my kids unpack and repack most of this truck, and amazing how much more fit in the truck. I am a widower on a fixed income, that has medical issues.
  
  Regards,
  
  ***************************

  Business response

  09/11/2023

  Thank you for the additional information. We understand you were unhappy with the quality of the service. The service provider completed the loading of your box truck based on your guidance during the service with the goal to maximize the available space safely. To date, there have been no damages reported to any of your goods or property caused by the service providers. Based on the information we currently have from both sets of pictures provided to us and the notes from the account, the loading was completed without issue. The primary variable which needed to be addressed involved overflow items and having to decide which items to prioritize. The crew on site was not able to continue service beyond the pre-booked time and a secondary service was offered to assist with the process of reorganizing and prioritizing items. This offer was refused. In lieu of a discounted additional service, we provided a good faith discount to resolve your expressed concerns and thank you for your feedback. This discount was the maximum possible compensation available based on the information you provided. 
  
  *********************
  Customer Relations Manager
  ********************
  

  Customer response

  09/21/2023

  Complaint: 20461586
  
  I am rejecting this response because: Nothing but Lies from this company.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Simple Moving Labor on 12/1 to help me load a POD container. I bought plenty of shrink wrap and blankets to protect my items (have the receipts for this). The movers unfortunately did not adequately protect the items with these materials (which their website lists as part of the job of the consumer provides the materials) despite multiple requests during the move. I personally had to do much of the shrink wrapping/covering myself. My POD actually arrived very late, so the movers had 3-4 hours to wrap/protect my items, but frequently stopped to take breaks and the move ultimately took 7.5 hours costing me an additional $800. Due to this experience, I used a different moving company for the unloading of my container. I was personally present during the unload, when I noted a hole on the back of a piece of my sectional, a tear in the dust bag at the bottom of another piece, and dust/dirt on several areas of the entire sectional. This was notably in perfect condition prior to the move. Other items were also damaged to a lesser extent (small bumps, scratches on my coffee table and dining table). Additionally, I was missing supporting legs from my bed and another couch. I filed a claim with the company following this which included photos of the damage to my couch, and reported the missing items. I explained that I was awaiting a quote from Arhaus (where my couch is from) and would forward this as soon as I received it and asked for reimbursement for the legs (which cost me over 100 dollars to replace, and the replacements were not even originals). I received a response today stating that since I did not use the Simple moving labor for the unload and my claim was not file within 10 days of the move, that my claim would be denied. They offered me $50.

  Business response

  02/22/2023

  Please review the response included in the attachments. We appreciate the opportunity to review your account further and work towards a resolution.

   

  *********************
  Customer Relations anager
  ********************
  

  Customer response

  02/26/2023

  Complaint: 18974207
  
  I am rejecting this response because:

  The damages were unfortunately caused by negligence. 
  
  
  The team did not just carry out labor services (loading only) as you stated; part of their job that I paid them for was to protect my items with shrink wrap and blankets. Your terms of service agreement states that the customer must provide all packing materials to protect their items, which I did, plenty of. I therefore expected the crew to use these items, as agreed, to adequately protect my furniture pieces. And they had plenty of time to do this, because as you noted in the supporting documents you uploaded, they were present from 9:30 to past 5. In fact, while I waited for the **** the movers were supposed to be working on protecting my items with shrink wrap and blankets and they had not even adequately completed this by the time the *** arrived at around 12:30. They had at least 3 hours to do this between 3 of them, during which time I consistently asked for more adequate protection of my items, in many cases having to re-wrap some of the items myself which is unacceptable considering I was paying to have 3 professionals do this. After the *** finally arrived, the freight elevator was occupied for a period, however there were two other elevators that the movers were able to use during that time. At no point did they use any stairs. However the loading itself did not end till past 5. In fact, the *** truck had come to pick up the *** and waited an extra 45 minutes for the movers to complete the loading. On several instances, the movers claimed to be done" however when I would go back up to my apartment, several items were remaining in the apartment including a large carpet, a vacuum and a chair; again, demonstrating negligence. Excluding the time when the freight elevator was out, the loading alone took at least 4 hours (if not more, because as I mentioned, other elevators were available) between 3 grown men, when it was estimated to take 2 hours for both wrapping and loading. I understand that sometimes moves take longer than expected, but the total duration of this move was inexplicably long, even with the unanticipated delay from ***s, which actually did not delay the team because they were supposed to be working on protecting my items during that entire time. And sure enough, when I arrived to the other side, I came to find that there was a hole in a part of my sectional couch that was inadequately protected. Additionally, my coffee/dining tables had multiple scratches, and I was missing several small items. If you agree that the team likely did not steal these items, you would probably conclude that the only other explanation for this, as well as all the other incidents, os negligence, and it would be dishonest to say otherwise.
  
  
  As moving professionals, it is not only their job to load a container, but to do so in manner that protects my items for the duration of the move, by using wrap/blankets on items, and positioning items in a way to minimize damage during the move. Being a professional moving company, you should know this well. My priority was my items so I agreed to pay for the extra time and I did. But when I arrived to the other side to find that so many of my items were compromised in various ways, I wonder why I paid for all that extra time if the job was only half done at best. What was the team doing the entire time they were waiting for the **** if not ensuring my items were adequately protected? Why did it take so long to load the **** even after the freight elevator became available? I paid in full for their services and let them take their time to make sure the job was done well, and I did not rush them. Either the team is extremely inefficient or they intentionally prolonged the process so as to increase the move price. And in either case, they were inarguably negligent.
  
  
  Your contract says that you are not liable for the damages if you do not carry out the unloading. However, I needed to unload at the ***S facility and your company refused to do so. You should be able to pull up a record of my call discussing this with a representative and being told this could not be done. If you make it impossible for a customer to use your services, you cannot simply avoid any responsibility in the matter. 
  
  
  I have to ask, does your company believe in certain, basic ethical standards? As a customer, I provided all the necessary materials, I created a safe working space for the movers, I did not rush them, and I compensated them for their time in full. I trusted them with handling my items and believed in their expertise. As a company however, you have been have been incredibly dishonest. You must be aware by now that you have provided poor service for which I greatly overpaid, and you acknowledge no responsibility. Do you believe in respecting peoples time and property? And are you saying, if a customer does not repeat business with us, even if wed provided a poor service initially, we are not liable for the poor service we provide? The cost of the couch reparations is $1214.42 (receipts are attached), and considering how much I was overcharged for the job that was done, this is the minimum I am owed. 
  
  

  
  Regards,
  
  *********************

  Business response

  03/28/2023

  Please find the attached response for review in additional the release form and signed terms of service.

   

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was hired to load a moving truck and the employees did not comply with my requests and also wasted hours taking breaks, ******** did not load the truck properly or completely resulting in both property losses and monetary losses. We also had many things damaged as a result of the poor loading. I was charged an extra $828 for extra time and $781 for removal of items they did not load. I also lost property valued at over $4000. I would like a refund of the the $828 and the $781 and at least $1000 of the lost property value to equal a total refund of $2609.

  Business response

  01/19/2023

  Thank you for detailing your complaints from the service you received. The pictures provide will help us complete a full review of your account. A full response will be provided by 1/20/2023. If you have any questions or concerns in the interim, don't hesitate to reach out to my email listed below or to ****************************************** for further assistance.

   

  *********************
  Customer Relations Manager
  ********************
  **********************************
  

   

  Customer response

  01/22/2023

  Complaint: 18672342
  
  I am rejecting this response because:  They are not offering a response.  The communication is saying they want more time.  I believe I have made a reasonable request and would like them to respond acccordingly.  
  
  Regards,
  
  *************************

  Business response

  01/23/2023

  Please see attached, 

  Thank you. 

  Customer response

  01/23/2023

  Complaint: 18672342
  
  I am rejecting this response because:  As stated in my complaint, I did sign that the crew was done.  I signed because in the contract it says if you don't sign it will automatically result in acceptance anyway.  I did not sign that I was satisfied with the job done, only that it was over.  I didn't want them to put a different time on the paperwork later on adding hours they never worked.   Also, as I stated I had my husband needing to go to the hospital and was juggling a thousand different things, so did not have time to read the fine print or to argue with them.  As far as calling them during our loading, a person knows better than to do that and not have them possibly get mad and damage everything you own then.  Throughout I would think we had come to an agreement and then later I would find out they didn't do what I asked.  It was only at the very end how bad it was and it was too late by then to fix.  Also, in the SML paperwork it states that to cancel you pay them 70% of the estimated charges anyway.  No matter what SML leaves themselves loopholes.  SML told me that it was their policy to never give any money back at all for any reason.  They represent themselves as hiring experienced movers when in reality this crew had no idea how to load a truck.  They constantly lied to me and looked like they spent hours goofing off.  So they still have not offered any kind of resolution except to say that they can charge you whatever they want no matter how much time/space their crew wasted.
   
  Regards,
  
  *************************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had scheduled 3 men to help us move out of our house. The men came at 11:45 which was within their window of 9:00 to. Noon. The workers walked through the house and went out to stand at the Pod we are using. We then got a phone call that told us they said that because of the f**** on the floor it wasn't safe for them to work. I explained they were seeing puppy pads and litter boxes. The only place where there is dog f**** on the floor is in the attic, something I was not aware of but would clean up for them.After the woman I was speaking to spoke with someone else, she came back on the phone and said because there were so many boxes, they couldn't work safely. They also told me that, according to the contract they could keep 70% of the prepaid amount. The amount I was charged was $821.50. 70% of my prepaid amount would be $575.50. That seems like a outrageous amount for a simple walk through. When I mentioned that, the woman said that I had to have everything packed and ready for them. I explained that things were packed and I never asked them to pack anything. I was still packing but I would not be in their way, she said she would refer it to the management team for a resolution but it would still be a 70% charge and I would not get anything moved.

  Business response

  12/19/2022

  ****************,
  
  Thank you for reaching out to better understand your moving labor service account. Our crew arrived to assist with the loading of your belongings ready and willing to work on the day of service within the requested arrival window. Upon arrival, the service provider contact us to report a non-sanitary hazardous environment. They documented their concerns, notified all parties of the concerns with the working conditions, and left the property. Our Terms of Service outline a requirement to provide safe conditions for our crews to perform services including clear non-obstructed walkways without materials hazardous to the health of our workers - see below:
  

  "Safety We reserve the right to reschedule or cancel service if the crew or we determine conditions are unsafe for any reason, including but not limited to inclement weather, pandemic, domestic disputes, mold, vermin, or bug infestations. At our sole discretion, you are responsible for payment of any hours worked prior to service stoppage, subject to the 2-hour minimum. Furthermore, we reserve the right to refuse any task or job that is found to be a concern of health, safety, legality, or otherwise in our sole discretion."

  Included in this response is the full Terms of Service agreed to at the time of booking and pictures documenting the Service Providers concerns. The billing was adjusted per the terms agreed to and a receipt from service has been attached.
  

  We are sorry your expectations of service were not met. Don't hesitate to reach out if you have any additional questions.

   

  *********************
  Customer Relations Manager
  ********************
  **********************************
  

   

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Late arrival, poorly managed, poor management, destroyed $3,000 4K ULED **, even after questioning the lead on site manager who informed me he knew what he was doing and would guarantee the ** not getting damaged. Failure to support the guarantee. I asked him at least three times to secure it differently. Very poor customer service and attention to detail.They offered $100, what an insult.

  Business response

  11/21/2022

  Attached is the signed release form from the claims team regarding your damages/account.

   

  Customer response

  11/22/2022

  Complaint: 18440906
  
  I am rejecting this response because: it does nothing to change anything I have charged them with, i.e., arriving late, non-responsive to customer numerous requests, caused us to begin loading ourselves, and the most important, GUARANTEED the safe loading/packaging of the *** by the loading manager, even after I asked him three times to secure in another manner.  He stated he knew what he was doing and GUARANTEED the ** would arrive undamaged.  The ** did arrived severely damaged, so much so it was worthless.  

  If the loading manager had stated you need ** boxes, we would have purchased ** boxes, but again, he said there's no need for ** boxes, he can pack it so it'll be safe, even against my direction.  It seemed as if he simply wanted to load it and get out of there.  My claim was/is for $1,700.  

  
  Regards,
  
  ***********************

  Business response

  11/30/2022

  Attached are the two documents denoting the closure of the complaint. This matter is consider closed as the customer signed a release form stating acceptance of the resolution. 

   

   

  Customer response

  11/30/2022

  Complaint: 18440906
  
  I am rejecting this response because the company failed to honor their promises, failed to follow my direction/request, made three times to the lead loading manager, and  I was pressured into accepting what was offered under duress. 
  
  Regards,
  
  ***********************

*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. ↩