ComplaintsforSimple Moving Labor

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, September 16, 2022, I hired Simply Moving Labor company to load my household items on a Penske 26-foot truck in ******** (**** *****************************, *********, ** *****) and unload those same items in ************** (105 **********************, ************* *****). Simply Moving was referred to me by Penske ******************** as a company that they partner with to assist customers with moving labor. During the loading of my household items on Saturday, October 8, 2022, in ******** several pieces of furniture was damaged, along with a kitchen countertop, wood kitchen cabinetry, a living room wood floor, and wood front porch. During the unloading of my items on Monday, October 10, 2022, a day later than was contractually scheduled due to a no show of Simply Moving hired staff, crown molding and a wall in the garage entry area was also damaged. I have consistently communicated with Simply Moving ***************** via phone and email. I have also sent pictures per Simply Moving ***************** request but now appear to be getting the run-around and unreasonable requests approximately 2-weeks post my move. At this point I am utterly exhausted and no longer have the time or energy to continue to go backwards/back and forth with Simply Moving. I am simply asking for reimbursement for the damages/destruction of my personal property, items, etc that Simply Moving hired movers damaged, destroyed, etc to my. Any assistance that you are able to provide would be greatly appreciated.Thank you ********************************* ************

  Business response

  11/07/2022

  We have reached out directly to ********************************* to work towards a solution to her concerns and expect to have a finalized resolution by the middle of the week.

  Customer response

  11/16/2022

  Thank you for making an effort to address this matter. When time permits, can you please provide a status on the final resolution.

  Business response

  11/21/2022

  *********************************,
  
  
  Thank you for reaching out via the BBB. They informed me you were still waiting on the resolution email. We apologize for the delay. Attached is the previously discussed release form. Please review, sign and remit the attached release form at your earliest convenience. Upon receipt of the signed release, a check will be mailed (or a refund processed back to the card on file) to the address listed on your account at ****************************************************************. Please let ** know if this is incorrect or not your preferred mailing address and add the corrected/preferred address in your reply.
  
  
  We appreciate your patience as we reviewed your account. Don't hesitate to reach out to us if you have any questions.
  
  
  
  
  Regards,
  
  *********************
  Customer Relations Manager

  Customer response

  11/28/2022

  That was the first time I had seen Simply Movers Release Form. I have reviewed and signed it. I am now awaiting a discount on service check receipt and/or card refund

  Business response

  11/30/2022

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

  We have processed refunds to the card on file. Please allow 3 to 5 business days for the refund to process fully. If they do not, or if you have any additional questions, don't hesitate to reach out to me directly. Thank you for the opportunity to address your concerns.

   

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

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hired Simple Moving Labor to load two trucks in *********** *********, then unload in ********. We had our belongings needing loaded in a storage facility. They had asked what is all needed and about how much stuff. After about 15 minutes on the phone they gave a price and said they can handle everything with four people and three hours. Today 9/3/2022 they came to load and only got half loaded, said they can not move the safe even though I gave the weight and information in the first call to set up. Safe has the weight on the inner label and I gave them that information but they put on the work order the safe only weighting 1/3 of the actual weight. I called to see what can be done and was told I gave the wrong information and they would be doing nothing for me. After I got done with my day I found that they also charged me more than what was supposed to be the price for everything to get loaded. So now we are stuck finding other movers on a holiday weekend. I expect a partial refund for the fact they did not get the job done not charge me more.

  Business response

  10/10/2022

  Please see the attached response. Thank you for your patience as we reviewed your account.

   

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

  Customer response

  10/12/2022

  Complaint: 17917100
  
  I am rejecting this response because:

  Im not unreasonable at all. Your company did not provide the services paid for. I will accept a $500 refund on top of the $100 paid already as that is less then the original 50% and me trying to work with you. 
  
  Regards,
  
  *****************************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Simple Moving Labor to pack up my POD for my cross country move since they were recommended by PODS. Our initial contract was with Hire A Helper who was quickly bought out by SML and they assumed our contract. Over $700 was spent on their costs for loading and unloading alone.The movers who loaded opted to not use all of my moving blankets (we provided 10 and offered to get more, they only used 7) and did not use any of the tie downs provided. As a result, all of the items shifted, resulting in over $7000 worth of damages. These damages were discovered by the unloading movers (who worked June 25, 2022) from the same company. They told us to not file a complaint with the company until after we had gone through every item. We filed the complaint July 11, less than 10 standard business days after the unloading, not including the holiday. We were told our claim for reimbursement was denied due to not providing enough blankets and waiting too long to file. We were offered only $150 as an inconvenience fee rather than anything to even begin repairing/replacing the items damaged as a result of their negligence. They also have stopped responding to our emails.This doesn't even cover the loading movers being over 4 hours late, the lack of communication and unprofessionalism. We are seeking compensation for the damaged items.

  Business response

  08/23/2022

  Thank you for reaching out to allow us the opportunity to better resolve your concerns. We have attached a brief response to your complaint to provide a better understanding of the account along with a copy of your Terms and Conditions agreed to at the time of booking and an update release form.

  Don't hesitate to reach out if you have any questions.

   

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

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Simple Moving Labor to load 2 *************** on June 28, 2022. Before the move, I received a confirmation call that was very professional.The day of the move, 4 laborers showed up to load my pods. They showed up 20 minutes late which would have been fine except that the ******* backdated his start time as on-time. They started off okay, loading boxes efficiently, but when they got to the furniture - it went off the rails. They dropped over $4000 worth of furniture (repeatedly) in front of me and damaged it. They spent 45 minutes trying to load my couch, scraping the fabric off of it, when there was plenty of space available in the other pod. They smoked and used my bucket as a trash can, which they started a fire in. They then caused a gas leak by trying to disconnect my dryer (even though I told them it was not supposed to be transported) and tried to hide it from me by airing out the room and not telling me. I only discovered it because I walked in to the smell of gas and a disconnected dryer vent. They sat around yelling at each other and relaxing in my office chair in my garage and managed to drag their time out for 6 hours when they were booked for 3. The ******* also tried to get me to negotiate with him to pay for the last 3 hours off-book and cut out the company. I finally had to ask them to leave with the job incomplete.I called the company that day and told them what happened. After some back and forth, they charged me for 6 hours at a 3-man crew rate for $924.62. I told them about the damage and they told me to contact claims after unloading.After we unloaded I contacted the claims department and was told they would only pay 60 cents per pound of damaged items. The total came to $531 dollars compensation for over $4500 in damage and gross conduct. I complained and they offered another $69 in "good will" compensation. SML hired incompetent, lazy individuals who were careless and destroyed my furniture and they refuse to make it right.

  Business response

  08/19/2022

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

  Attached is a response letter and release for your review. Don't hesitate to reach out if you have any questions or concerns about the information included. We appreciate this opportunity to further review your account and hope this information will help resolve your concerns.

   

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

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Simple Moving Labor, to load POD. Loaders arrived on June 23, 2022, (3 loaders for 2 hours). Furniture was already dissembled (mostly), mattress and box spring wrapped, boxes packed, blankets provided. Loaders, were extremely hurried, careless, they were tossing boxes into POD, moved sofa without removing cushions (same with chair). The dining room chairs are upside down, with the chair legs sticking INTO the mattress! I had to repeatedly ask them to use the blankets. This is a long-distance move (out-of-state). They were here 45 minutes. I have attached several pictures of their work product and 3 pictures of furniture before they arrived.

  Business response

  07/27/2022

  Thank you for reaching out to us *****. Our records show our management team has reached out to you but wasn't able to resolve the issue in the moment. We are going to continue to work on a solution and will stay in contact with you until resolved. The phone number we have on file for you is ************ and an email of ******************* If either of these change, or you have an alternative preferred contact form, please let us know by calling ************ or by replying to this message.
  

  We appreciate your patience as we address your complaint.

   

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

• Initial Complaint

  05/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Chose this company on the basis of their move quotation which included 2 men for 2 hours to load our POD container. The movers were unprepared, coming with only one dolly and no moving straps, looking up how to disassemble items on ******** chatting, and smoking on the job. They took 5 hours to complete the load which their company estimated for 2 hours. They have not made a good faith effort to compromise, as I have offered to pay for 3 hours - but not 2.5X their quoted time. They also have no plan in place to make sure I am not similarly treated on the unload side of the move. The load portion of this job should have cost $338 and we were charged $623.40

  Business response

  06/03/2022

  *********************, thank you for reaching out to the BBB allowing us to better understand your concerns and allow us the opportunity to resolve your account. You expressed concern over the difference between what was initially quoted and the price of the services that were provided. We have included the Terms of Service through SML/HaH/PMG for review and below is a quote from the terms of service relevant to your concerns:
  
  "Unused Time and Overtime - Estimating your move time can be tricky, but Simple Moving Labor's crews will stay until the job is reported completed. If your job finishes faster than you expected, congratulations! They can refund any unused time over their 2 hour minimum. If you are unsure whether you booked the right amount of time, contact Simple Moving Labor to discuss it with them. Contact us as soon as possible if you need to adjust your order."

  SML provided services beyond the 2hr minimum as necessary to complete your loading request. At no time on the day of service did you instruct the team to leave at the two hour **** or leave before completion of service.  Only one dolly is provided per service and there can be fluctuations based on miscommunication of the size of the job, disassembly of items, long walks, or other factors that can greatly increase the time taken to complete a service. The use of ******** or any other available resource online, to assist with proper disassembly is a portion of the crews training to ensure damages are limited during the process. 

  We are sorry to know the services provided did not meet your expectations. We are also aware there is a charge-back that was placed with your credit card company disputing the full amount of the charges which limits our ability to take any additional actions to discount your service. Once the payment dispute is settled, if the funds are reprocessed back into our account for payment of services rendered, we are happy to take an additional hour off of your service costs as a gesture of good faith. A discount of $75.00 has already been placed on your account. The additional $117.00 off would bring your discount to $192.00. This additional discount, and any account refunds, is dependent upon your acceptance and the outcome of the payment dispute.

  Thank you again for the opportunity to review your account to ensure a resolution is reached. If you have any questions, don't hesitate to reach out to me through the BBB or directly at ***********************************

   

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

   

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of reservation: Sunday 5/1/2022 Nature of reservation: 3 person team of movers to arrive from ****am ET Agreed upon price to be released to moving crew after service: $370.77 Description of events:- Saturday 4/30/22 - Call received at ********** from ********** "*************************" (FB) letting me know he was the lead of the crew to be helping us. Assured his 3 person crew would arrive the next morning, potentially even earlier than the ****am agreed upon time. - Sunday 5/1/2022 - Call placed to FB at 8:40 am ET as we had not received any update on their status. Straight to voicemail. Called again, received answer and was assured they were on their way to arrive any minute. 5 subsequent calls go straight to voicemail. Called Simple Moving Labor (SML) at 9:13 am ET. Was notified we could not move forward with trying to get a new crew until the 10am **** had passed. Called SML at 9:59am to inform them the crew was a no show. Service agent notified us they would be there "any minute". Called SML at 10:21am as no crew had shown up. Same service agent tries to get in touch with initial crew and says they're stuck in traffic. Call back at 10:53 am to inform SML that they had not shown up and a new crew would be necessary. Service agent says initial crew is not coming and the earliest a new crew would arrive would be 5/2/2022. As we have only reserved city parking and the moving truck for a certain amount of time we unload the truck ourselves (2 people - only one of which who is physically equipped to try this) and move 95% of the items up 4 flights of stairs. Only 2 remaining pieces of furniture left on the curb because they require professional help to move unless we want to risk injury. SML calls back to let us know a crew can come at 3pm. Crew shows up at 2:50pm and takes <30 minutes to finish the job but we are charged for the 2h minimum.SML offered only a $100 refund. We would like to be refunded the full amount as the initial agreement was not met.

  Business response

  05/10/2022

  Thank you ****** for reaching out and providing us an opportunity to address your concerns. We are happy to know the second crew we locate for you did a great job and were able to assist. Thank you for being patient while we worked to find a replacement crew. SML initially provided a $100.00 discount for the long delay and would like to extend an additional $150.00 off as a gesture of good-faith. This additional discount would bring your total discounted amount to $250.00 off of service leaving a total balance paid of $127.70.

  If approved, SML will refund the additional $150.00 back to the card we have on file. Thank you again for your patience.

   

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

  Customer response

  05/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me. A full refund would be the most satisfactory response.

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

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had 4 movers from SML come to our home on 2/5/2022 specifically to wrap furniture and load 2 **** that we had contracted. We paid $658 for their service and were later refunded $50 because 2 of the 4 movers we paid for were 2 hours late, delaying our move. We provided $663 worth of moving supplies including bubble wrap, moving blankets, packing paper, plastic wrap, mattress covers, etc. to ensure that our property would not be damaged during the loading, moving, or unloading process. During the loading process, 3 of our items were damaged due to their movers negligence.I followed all of SML's instructions to properly submit a damages claim on 2/10/2022 within their allotted time period. I filled out their claim questionnaire, claims item list, and sent all the requested pictures. All the pictures were taken before the **** were moved, so that there was no dispute that the items were damaged during loading, not during the move. I gave them 3 weeks to reach out and I never heard anything, so I called in to follow up. I was sent to voicemail when I proceeded through their automated phone tree to the damage claims department. I left a detailed voicemail with my situation, name, and phone number. I never heard anything or got a call back. I gave them another 3 weeks and called again. Same thing. I was sent to voicemail and I left another message with my name, number, and situation. I have not heard anything back from them yet again.I completely understand that items getting damaged is an unfortunate part of the moving process from time to time. I am not mad about that. However, what makes me furious is the fact that I have not heard ANYTHING from the company about these damages. I jumped through all of their hoops and did everything EXACTLY as instructed to make sure that I would qualify for reimbursement. You cannot be a legitimate company if you do something you aren't supposed to (damage property) and then go silent when it's time to fix your mistake.

  Business response

  03/29/2022

  SML reached out to the customer directly and has reached a resolution outside of the BBB. If ****** or ************************* have any additional questions or do not receive the resolution offer provided, please reach out to me directly for continued assistance.

   

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

  Customer response

  03/29/2022

  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

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used Simple Moving Labor (SML) to hire movers for our move from ***********, ** to **************, **. We already had the house packed they simply needed to break down 3 beds and load everything. Before booking them we did our research and based on everything we looked at said it should have taken the movers 4-5 hours to do that. They showed up on 3/12/2022 an hour and 15 minutes late with only 2 of the 3 movers we were paying for one of which was in training and had to be constantly supervised. It took them another hour to figure out where the 3rd guy was. Early on in the day I called SML to let them know about our issues with the crew and were told a note was put in on our account and that once the move was complete to call back and they would adjust the labor so that we were only paying for the 2 laborers. It then took them 7 hours to complete HALF of the job before we sent them home to finish it on our own. As a comparison it took our crew in ***** 4 hour to unload the entire truck, reload half of it with the stuff we were taking to storage, and set up some of our furniture. When we called back the manager reached of and provided a $300 discount. This did not come anywhere near being fair to us so we called them back. When we finally got ahold of the manager that provided the discount he said that we never called the day of the move and that they wouldn't be doing anything in addition to the discount. We then asked to speak to his supervisor to get the issue resolved and were told that he doesn't take phone calls. My wife was upset and expressed how she felt and was hung up on. We are not looking for a full refund but rather fairly pay the movers for the work that they did. We expected to pay around ****** for the move to be complete and instead paid ******* after the discount. Seeing as they only finished half of the job we are looking to pay no more than ******

  Business response

  03/29/2022

  SML reached out to *************************** and reached a resolution on his account. If any additional assistance is required, don't hesitate to reach out to me directly at the number listed below.

   

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

  Customer response

  03/29/2022

  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

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I hired SML to load my items on the moving truck from ********** ********** on January 22th 2022 and to unload in ******** ***** on January 26th 2022. The crew that was scheduled to come and help me to load in ********** ********** called me the night before the move was very rude and he wanted to force more than two people to help me load and he ended up cancelling the night before the loading day. SML wasn't of any help in this situation they just refunded the money to me and let me go by myself. They offered me to book for me with other company loading service "Hire a Helper" the price at that time was way higher than SML price.l but I had to settle for that because there were no other options.I asked customer service to pay for the difference because this situation wasn't my fault but they refused to do so. I still want them to pay for that difference that I had paid for the other loading service because they cancelled on the very last minute and I had no other options.

  Business response

  02/17/2022

  We appreciate you reaching out and providing us an opportunity to address your concerns. We reviewed your Service Agreement (attached) with us and found your two hour minimum cost was set at $333.20. Your account with HaH shows your total cost for service through them was $427.00. The difference between the two price points is $93.80. SML will provide a check for the difference between the two costs.
  

  I would like to personally apologize for the issues you faced before your move. Our crew requested the third worker due to the use of a 26' box truck and should have called us directly to make the request instead of asking you to make any changes.

  If agreed to, a $93.80 check will be printed and sent to your preferred mailing address. The mailing address we have on file is ********************************************************* - Feel free to reach out to me at ********************************** or ********************* if you come up with any additional questions. Thank you again for allowing us to find a resolution for your complaints.

   

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

  
  

  Customer response

  02/17/2022

  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. Please let SML do as they said by sending that $93.80 check payable to "Laith Kanbaraga" to the mailing address *************************************************************** 77441
  
  Regards,
  
  Laith Kanbaraga

*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. ↩