ComplaintsforBlack Tie Moving

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Black Tie Moving for a small moving job. They were to move a washer and dryer and two fridges between houses. The movers damaged both fridges one was visibly dented while the other's door will no longer shut. Additionally, they deeply gouged the door jamb while moving the fridge into one residence and stripped the screws on the door of another residence. The mover stated he would help me file a claim but told their company on the phone at closing there was no damages. I have filed a claim and called but have received no response and been hung up on when I called. I would simply like the cost of repairs covered for the door jamb and the fridge door.

  

  Business response

  05/31/2024

  Hey *****, I am sorry to hear about this damage and how it was handled. Unfortunately I do not see a damage claim with your name. Can you please send these damages with photos to ********************************** I will make sure you are taken care of today. Please note, we will send a repair team out for any physical damage! As far as the fridges, the coverage you selected for your move was the standard cargo coverage. This coverage pays out based on the weight of any damaged or lost item, at 60 cents per pound per damaged item and has a zero deductible. I will simply need the approximate weight of the damaged items, then I will do the calculation. Thank you for your concerns, we will take care of you!
  

  Customer response

  06/09/2024

  I have submitted my information to Black Tie Moving  via email but have yet to hear anything from them. I will inform the BBB if I receive a response. 

  Customer response

  06/12/2024

  I am rejecting this response because:   I have submitted my information to Black Tie Moving  via email but have yet to hear anything from them. I will inform the BBB if I receive a response. 

  

  Business response

  06/17/2024

  Hey- We are currently working with *************** on all of these damages with our claims department. We have already put him in touch with our repair team.

  Customer response

  06/17/2024

  I have been in contact with repair techs. The repair techs have not yet agreed to fix the scratched and gouged door jamb of the front door fo the **************** property. They have also not stated how they will handle the door dings in my new fridge at the ******************. The only thing they have offered to fix is the door hinges of the fridge at 316 cheval which I stated I had already fixed and do not need repaired.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We scheduled a move with Black Tie and the team was supposed to arrive between 8-9am on July 3rd, 2023. They arrived at 4:30pm AND they were high, hungry, and overworked. They also didn't have the basic tools needed to take apart furniture (i.e. ***** wrench). I am seeking at least a 50% discount for all of this unacceptable, unprofessional service and have been trying to get in contact with my operations manager for weeks now with no response.

  

  Business response

  08/08/2023

  We communicated to the client first thing in the morning that we would be arriving in the afternoon between 1-4pm, rather than the morning time slot. Our team did arrive a little later but we were in communication with ***** about this. ***** made no indication that she was upset at this time. She also made no indication to management that the crew was high. This is unacceptable and had we known this we would have replaced the crew immediately. Our crew was not "overworked" and they finished her job faster than what was estimated by an hour. She paid about 300 dollars less than what she was quoted. She also received a discount for the late arrival. ***** did have our Operations Managers number and the last text /call communication he has from her was the day of her move. Our Operations Manager did try calling her when he was informed she was upset but did not get a call back. 

  
  

  Customer response

  08/08/2023

  I am rejecting this response because:   Four comments in the response are false. 

  1. I was strung along all day since they kept trying to get a team out there within the next hour or so. They did not fully commit to the 1-4 timeslot until it was 1pm. Then they told me it would be 4:30pm. I was told trucks were breaking down and the scheduling got messed up so we had to move half our house on our own as we waited.
  2. I was absolutely making an indication that I was upset by calling every hour or so to see when they would arrive (with a not-so-friendly tone Im sure) and asking for a discount for the terrible customer service.
  3. The crew complained multiple times about not getting breaks, being rushed from one house to another, not getting lunch, and being at it since 7am when it was 10pm. I would call that overworked. 
  4. I have called and texted ******, our 'operations manager', multiple times since our move - probably 5 or 6 calls, 1 text (attached screenshot) - no response. I called the customer service line for ********************** Tie and they said theyd get me in contact with his boss - no response. My real estate agent, *********************, talked to the owner of the company I believe, no help. 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The rates and/or services provided at the initial scheduling and deposit payment was not what I was billed. In addition to a lack of communication, all my attempts to make contact have been ignored by the company after they charged my credit card, an unauthorized amount. I should've been charged a flat rate of $219 with an additional rate of $219 per hour. Unbeknownst to me, at completion, they charged me a bunch of undisclosed fees and charges adding up to an additional $600. Four business days later, and still nobody from management or billing has taken the time to contact me. I have the original phone call recording outlining all fees and services included with the pricing that I agreed to at the time I pay the deposit to schedule the move. The invoice I uploaded below clearly shows several undisclosed fees and charges that were never communicated prior to the move day or discussed before starting the move. Only my after the job was completed, did these charges come to play. I tried uploading the audio recording, but it wouldn't allow that type of file. I feel I was not only taking advantage, but cheated without any opportunity to discuss the additional charges. They told me they would have a supervisor contact me to discuss the charges before running my card. That never happened, and they ran my card anyway. Every shading business practices. I do want to mention that the actual guys who moved our stuff were absolutely amazing and went above and beyond. This situation could have and should have been handled differently. It's specifically a management problem.

  

  Business response

  06/13/2023

  I will have my finance team look at this immediately  and reach out to the customer to get it resolved. My apologies for any delay in the process. 

   

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

   

  CEO

  Customer response

  06/22/2023

  In all honesty, ** not surprised it took them 4 months to respond to this complaint. It took two weeks to get anybody to return my calls, text or email when trying to address the discrepancy in what I agreed to and what they charged me. They only responded after I wrote a negative ****** review.
  

  With that being said, they did reimburse me for all the additional charges and fees that were not communicated in the initial verbal agreement and scheduling process by phone.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company states that they will send out 4 qualified individuals to move your belongings. I got 2.5. One guy was a functional illiterate, one guy was new, but needed a lot of direction and the other two were OK. They started at 0900, finished at almost 11 PM. Forgot to pack things from my house and because I am sure one of them could not read, did not pack the "fragile things" as indicated. I could not believe what I got to her me move my precious things. I had packed up my things, and the only thing they needed to take apart was a table. When I looked at how they packed my things, I have beautiful leather chairs that I am sure are ruined, because they have the slats to one of my beds on the side of them. I was so embarrassed for this company. They do not give what they say. I did not get 4 qualified people, but I did get 2.5. Someone at the storage facility thought that tow of the movers were my kids just hanging out. I got a 400. refund, but I think I need more.

  

  Business response

  12/17/2021

  Business Response /* (1000, 6, 2021/09/07) */ Hello ******, The 150 Dollar deposit that you gave us initially was credited to your final bill. If you need to see that statement you should be able to find it in the email you provided us. If you can not find that email I can resend that to you right away. When we last talked, you said that the 400 was an appropriate refund. If you do have damage to your leather chairs please let me know right away. We have a leather specialist that will come out and service that chair for you free of charge. Thank you and have a great day. Victor *********** Operations Manager Columbus ***** Tie Moving Email: ******@BlackTieMoving.com Office: (XXX)-XXX-XXXX Mobile: (XXX)-XXX-XXXX website: www.blacktiemoving.com Consumer Response /* (3000, 14, 2021/09/27) */ I am sorry, I was never notified by the BBB. I was notified by the merchant, as I noted. I am not in agreement that this issue is closed. I am very concerned about my property. I am willing to have the merchant come to the storage area and have someone review how items were packed. And, if the merchant feels that the packing is adequate, I will go no further with the BBB. I did not get any other responses except as noted. I do not accept that having the leather of my furniture fixed. I would like them to reivew the storage space. I was not able to click on any links to indicate that I did not accept their response.

*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. ↩