ComplaintsforLuke's Moving Services

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company as a repeat customer on 5/1/23 to move me from a 2br apartment in ***** to a single family home in *****. Upon the movers arrival, one of the helpers (***) had an attitude from the start. He was complaining the entire time and working at a much slower pace than the other 2 movers. Finally, he became aggressive and confrontational with me, getting in my face. I demanded that he leave my property, at which point I contacted ***** (manager) who told me they would send a replacement worker. They changed my rate to the two man rate while there were only 2 men working. Once the new guy got there (*****), he immediately began complaining as well, stating that "it was [his] fu**ing day off" and that he shouldn't have to be there. I decided to just let it go for the sake of getting moved, however by the time we reached destination, he became verbally abusive and I asked him to leave as well, as I didn't feel safe with him in my home. He was fighting with the other two movers and I asked him to leave, which he did. The move was finished by two men, and the ******* and other mover repeatedly apologized for his behavior and stated that both men were out of line. The move was finished and after discovering my key fob for origin the movers had been given was missing, I called the ******* who told me he would contact the other mover who had it and get right back to me. Instead I get a phone call back form ***** (manager) telling me they don't have it and not to contact his employees with any issues directly. I told him I didn't like the tone of his voice and was he was being confrontational when I was simply seeking my property. He responded condescendingly and I informed him I'd be filing a complaint with the appropriate agencies. He then said have a good day and hung up on me.

  

  Business response

  05/04/2023

  Hello ****************,

  In response to your claim. I have interviewed each crew member individually concerning the 2 incidents mentioned . The crew lead and other crew member both witness the incident when *** asked to remove the key from the safe so that it did not break off in the safe during transport , You then  became hostile  and combative with him . He was then removed from your job , as no resolution could be reached at that time. As for the amount of hours that it took , you were only charged for **** hrs sir, not ****  . As for the replacement man you were not charged for him at all . The crew informed me of your continued attitude thought out entire move , so it is difficult for me to say that my crew was in the wrong . The key fob was given to you while in your black car by ******* after asking you if you would like it left in the apt or given to you, so he gave it to you. Please check your vehicle it could have fallen between something . I am willing to give you  1 hour off the sake of a resolution , as for the key fob we do not take responsibility as it was given back to you. 

  Please let me know where to send your check and whom to make it out too. 

  Have a blessed day 

  **********;

  Customer response

  05/10/2023

  Complaint: 20010380
  
  I am rejecting this response because:

  The company flat out takes no responsibility for the horrible experience and flat out denies any responsibility. They somehow find it fit to blame ME for a hostile, confrontational crew member in my home. I imagine by the time the second guy showed up cursing and complaining it was his day off, anyone might have a little bit of frustration at the situation given how expensive it is to move. You KNOW at that point that that individual is not giving anywhere near a full effort for their time. So yes, it's frustrating. At no point did a manager ever reach out to me - I had to call them both times. So to be told that I was the one with the attitude is a slap in the face and not indicative of any reputable company wanting to resolve a bad experience. I've used them before and had a great experience, and when something goes wrong, instead of fix the situation and and make sure you keep your customer, you blame me for the bad attitude and make excuses for your inability to send a solid crew (******* and **** were great).

   

  IN ADDITION, I have since discovered that this company was NOT LICENSED OR INSURED when performing my move. I was fraudulently induced into using this company by the representation made that they were licensed by the TxDOT and fully insured on the date of my move (5/1/23) and they were not. Their Motor Carrier certificate was REVOKED by TxDOT on 3/9/2021 for failure to maintain insurance. This company has not been licensed or insured for over 2 YEARS. That means when I booked this move, I was induced to enter into a contract with this company by deception when they represented to me that they were fully insured and licensed, when in fact they were not. It is illegal for a mover to operate without a license to conduct moves in the ************** and is a criminal offense. In addition to the above violations:

  1. I was not given a copy of the contract prior to the move beginning and after signing  - lots of extraneous information was written on the contract throughout the move after I signed it, without providing me a copy of what I had initially signed. 

  2. I was not given the opportunity to sign the movers in with a start time - I was only asked to initial once at the end of the move, rather than signing the movers IN and OUT. 

  3. The truck that showed up to perform my move was not registered and active with the TxDOT at the time of the move. 

  I will be filing an official complaint with the TxDOT as well as making a criminal report with the ***** ********** of ****** Safety regarding operating as a mover without a license. This company has been blatantly and wantonly unlicensed for over two years, and for the BBB to accredit this company for that long without even bothering to check their license status is shameful and a betrayal of trust to the public. 

  I would like a full refund for the cost of my move, given that the company was not authorized to perform it in the first place. I have sustained other damages from the move as well, but filing a damage complaint with an unlicensed mover is a fruitless exercise. I will make that complaint a part of my filing with the TxDOT.

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In mid-February, I hired Lukes Moving. As of today, as a military veteran whos deployed 5 times and hired many moving companies, Lukes Moving is the worst company Ive ever hired by a significant margin. Hiring them provide to be a $10,000 mistake do not hire if take pride in your home and have wood floors. The two mover they sent failed to put down any paper or cloth. Alghough I wasnt there for most of the move, I later found out that they destroyed the flooring in multiple areas in my house. They drug two large pieces of furniture (a table and a dresser) across my wood floors and our playroom. The contractors who installed the flooring in the house gave two bids and those bids added up to approx. $9,700. Instead of filing a claim and restoring my home to its original condition, they sent a restoration specialist over he was entirely ineffective. I have called Lukes numerous times, I have sent emails, and I am now consulting an attorney to bring these nonresponsive vandals to justice. After three months, all Ive gotten from Lukes is the run-around - an irritable operations manager who consistently states its not his problem and emails that go unanswered. The owner has yet to call me despite numerous requests over 12 weeks. We fixed this home up ourself and its very frustrating that companies can get away with not making things right. These pictures do all the talking its almost as if the scratches were intentional. The only thing worse than the movers scratches in my wood floors is the ownership and leaderships indifference to it.

  

  Business response

  05/04/2023

  Hello ************* ,

  I have reviewed your complaint . As i look at you contract , you have signed everything  stating our liability for damages that ***  occur during move . As you stated you were not there during the move so to say "we intentionally drug furniture over your floor" ?  We have seen pictures of 2 scratches on housing floor . We did try to work with you and send out some one to get a quote for repair only to be informed by you only YOUR 1 contractor/ bid  would be allowed to fix said floor . As for the basketball court there were 2 small scuffs that we said we would pay to rub out but , was informed that if we fixed those 2 spots it would no longer matched the rest of the court that is full of scuffs and abrasions so you demanded we redo entire court from you and your families use . We respectfully declined that as it was not at all reasonable to take responsibility for the damaged done by you and yours . In 1 more attempt we did send out a restoration specialist to repair . I see you were not satisfied . In conclusion we will offer you $1,000.00 for the floors and go ahead and reimburse you for the move 

  Amount of offer $1,276.25.

  Please advise if you accept .

  Maire 

   

  Customer response

  05/05/2023

  Complaint: 19967544
  
  I am rejecting this response because:

  1. Correction - one restoration visit was made, not two. The "repairs" he made (and he was a nice guy) were entirely inadequate and only made the situation worse on the acrylic floors.  I now have a large 12 ft white/light green stripe on my dark green floor as you can see in the original photos I submitted. Although there are other scuffs from kids playing, nothing is as noticeable as the large white stripe or as deep as the scratch your movers created.

  2. Your people failed to put any paper or cloths down on my smoked imported wood floors, which cost me $20/ft to install and the large scratches were only found in the area where the large dresser was moved in its exact path. Two witnesses will confirm this. Although I wasn't there when the scratches were found, my wife and ***** discovered these damages.

  3. When I returned home from taking these items to the storage unit and I learned of your damages to my wood floors and I called/texted the larger of two movers as I had his number from your scheduling the move. He said he saw the smaller gentleman drag the table planks across the acrylic floor and apologized for the scratches. I responded, "no, I'm talking about the wood floor scratches and told him to tell the owner to call me." I then went to the basketball court and saw where he drug the planks in a large semicircle across this acrylic floor just as the mover said he had. The owner of ****'s never called, but had he done so, we could have worked this out without the negative reviews and this BBB complaint and prospective legal action (pending receipt of home camera footage). I will continue to share my experiences online until somebody makes this right. 

  4. Two contractor bids were submitted by the contractors who did the work in my house that your company requested.  One is approx. $3500 (acrylic) and the other is approx. $6500 (wood). I have found out the acrylic floor must be completely redone (no spot repairs due to color matching). Because there are some other scuffs on that floor from my kids, I will pay for those damages to be resolved.

  5. $1000 is an entirely unfair and unserious offer, but this is more about principle than the money - I care very little about 6500$ to be *****, but that's what's required to make this right. The current "restoration" job on those floors is entirely insufficient as you can see in the previous photos - my wife sees these scratches daily and it is absolutely not a restoration of any kind. Bottom line, I will release your company and resolve this BBB claim and will discontinue sharing my negative experiences on consumer sites only when the high end wooden floors that your company came into my home and ruined are 100% paid for. Until I receive that check (for the floors, you can keep the move fee - although you were negligent, your guys did move my things), I will continue to share my experience w/ ****'s moving and seek recovery in whatever ways make sense. 

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

  Owner, **** Trails Edge

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Did not receive my refund for a damaged night stand and repeatedly put off when they dropped it down a flight of stairs moving. This is not my fault. You were the movers. Horrible attitude.

  

  Business response

  12/14/2022

  Hello *****,

  We did send out your check for the damaged nightstand . Unfortunately was told you did not receive said payment . As soon as we were notified you did not receive the check by mail . We stoped payment on check yesterday and wrote you out a new one , then notified you yesterday that we are hand delivering it to you . Thank you for your patience with the postal system. This is your 2nd notification that we are bringing out your payment to you today . As for the comment "horrible attitudes " I regretfully am completely unaware of such complaint . Thank you for letting us know so we can only become better . We will see you shortly with your check. 

  Have a Blessed day 

   

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired Lukes Moving Company to move several items from **************************************** in ****** to ************************************************* employees damaged several items in the process of the move, did not arrange several items as requested, did not reassemble several items, and left before my wife and I had a chance to thoroughly inspect the items moved.I contacted the business after I discovered that they broke the electric mattress adjuster that they left unassembled and tucked behind the mattress that they did not stay to put back in place. I also reported that I found several stripped screws that needed replacement when I was left to put the bed together.The business responded by saying that the delivery team said that they didnt leave anything unassembled except for items my wife asked them to wait on until I got home from an errand, and that they claimed that they didnt damage anything.I shared other pictures with them of a refrigerator that was left with the door handles not put back in place, more damage that I discovered, and told them that my wife overheard the delivery crew talking about how they couldnt wait to get done because this was their only job of the day.I asked for them to cover the repair or replacement of the mattress adjuster and they refused. They said they would pay for the service call but nothing more. When I told them that I was not accepting that offer they said I would hear from the claims department. More than 4 months later I havent heard a thing.I just discovered a few weeks ago that the refrigerator that was left unassembled has a broken freezer drawer that wont open.I believe that the delivery crew realized that they had done several thousand dollars of damage and rushed to leave before I got back. The worst part is that I arrived as they were leaving, asked them if they were done, and then I tipped them when they said my wife gave them the okay to leave.

  

  Business response

  12/06/2022

  Hello ******, 

  Thank you for bring this to our attention. We would like to get all hardware replaced please send over receipt .  As for the connection box we would like to cover the cost of the repair please send over quote so we can get you a check  sent out to cover price of repair.  Thank you for your patience . Please send to ********************************************************** Att. **** *********************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Lukes moving company to move my parents from Mansfield to *******. They estimated the time needed to pack everything as 4 hours and instead it took over 12 hours and still not everything was packed costing a significant amount more than they estimated. Also part of the arrangement was to pick up items in the storage unit to move to ******* as well. Since they underestimated the size of the job they had no room for the items resulting in me having to pay an additional months rent on the unit which was $78 and $200 in gas to drive up there with a friends trailer to retrieve not only the items from the storage unit but also several other items they didnt bother to pack in the house. Also while unpacking I had two items that were broken. One of the items is a $500 ******* platinum and gold porcelain serving bowl, and a lamp that was imported from ****** costing $800. Overall the move was a nightmare and I regret having hired them

  

  Business response

  09/09/2022

  Hello *******,

  Thank you for your information . I have looked in to this occurace. In speaking with your lead crew member i was informed as follows. We went to your storage removed 2 chairs and a few boxes from the storage and delived to your home so that you would have no charge at the storage as you were leaving several items in the house that you did not want taken, so it was not a  problem since you were coming back anyway . Unfortunately the 2 chairs didn't fit but the crew was unaware this was a problem else we could have made arrangements to get them transferred on another unit . As for the packing  it was open ended as you recall when you spoke to sales to book it was over the phone .  We are unable to estimate packing over the phone due to not seeing everything  and the fact that you were still packing up items and was not sure what would be left for our crew to pack for you. In the packing process it takes time to pack up "correctly"  the items you possessed . Which included anquies, glass , china , ******** and lamps.

  Another delay was the indecision on what was going and not going,Consent indecision slows the process . In the case of the broken items please send over more information on said pieces so we may come to a resolution on reimbursement for the 2 damaged items.

  Thank you 

  Have a great day 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I hired the moving company to help move my property locally from one city to another. Shortly affter the movers had left, I noticed that the washer has been damaged, in that the tub in the washer sustained a huge drop impact from the movers moving the washer that it broke the tub and misaligned it. I have since tried to reach out to the company, spoke with multiple people including ******* (who took the original complaint), and ****** who took the subsequent complaint. I called two day latter to follow up on my complaints, spoke with ****** who states " Upon further investigation with the move crew, we have gathered more Information and the Insurance will call to discuss remedy to your damaged product" Called again 01/26/22, spoke with ******* who not only rudely hung up to my face on phone but tried desperately to explain away that **** who was one of the 3 men crew had stated " customer unhooked the washer and and there were some wet clothes in the washer when it was unhooked from.the wall" How does unhooking a washer from the wall correlate with actually moving and transporting the washer. The clothes **** was referencing was in the dryer not the washer. And even for sake of argument, clothes were found in the washer, how does that break the tub in the washer. In fact clothes are suppose to be in the washer and the argument presented by ******* was an attempt not to take responsibility responsibility or ownership of the item they broke. I am highly disappointed in the way this had been handled thus far. I treated the crew with absolutely respect, offered them drinks and even paid them individually $55 extra on top of my.$1084 charges for the move.

  

  Business response

  01/28/2022

  Hello Sir, 

  This is **************, regarding your claim for the washer we have been doing our do diligence in investigating the claim . The weight of your washer was 150lbs  based on your signed contract we provide .60cents per pound per item of damages that would total $90.00 . But we will be offering you $125.00 for the said damage do you except? As for the conversation between you and ******* which is recorded , She was forced to end the call due to hateful language and shouting from you . She felt there was no way to resolve the situation at that time. It was sent to claims for review. Please let me know if you except this offer 

  Blessings 

  Luke's a Plus  Moving

  Customer response

  02/02/2022

  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,
  
  
  *********************
  
  
  While the above resolution has been accepted. I reject the idea in the owner's response that hateful comments were made during conversations with said employee -*******. I don't, and never will engage , conduct myself or even show any hateful appearance in my dealings - and that is as a matter of background upbringing, principle and profession. The owner's comments were grossly exaggerated and totally false and uncalled for. The cost to replace the washer is well over $700 but I will settle for the $125 proposed, and cut my losses.
  Perhaps staff in said business should be trained on conflict resolution and extensive listening skills, instead of spinning an alternate truth to make customers look like that are lying or not saying the truth.
  While the moving crew guys sent out on my move were great to chat with and easy to get along with and talk to like brothers. I unfortunately won't be recommending this company due to management issues.
  Thanks.

*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. ↩