ComplaintsforBold Moving and Storage

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This document is in reference to an antique lamp that was damaged beyond repair during a move for which I was contracted with Bold Moving and Storage of ********, ** in May 2024. After two months of nagging, Bold finally offered me $100 in compensation for the lamp. They sent me the attached document to sign, which we both did, on July 22, 2024. It states that **** would refund me $100 to my credit card that they had on file for me.After at least 5 voicemails left with ***, the manager, and no response, I am filing this complaint with you.

  

  Business response

  08/30/2024

  Thank you for bringing this to our attention, we have sent the refund for the lamp back to your credit card. If you do not see it, please call us back.  **** move, and only a broken lamp, we apologize about that and appreciate you allowing us to make it right. 

  Customer response

  08/30/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bold Moving moved me from ************, ** to *****, **, from 1/26/24 - 1/30/24. It cost me over $3000;There were several items damaged. one(1) item lost' I filed a claim that was approved May 21, 2024.I have contacted the Manager of Claims, ***, several times since May 21st asking where my check for $183.17 is.Yesterday he answered my call and said, "You got a good deal on the move!!" I hung up the phone. I did not want to be yelled at over $183.17. He kept calling. I answered. He said that I got a good deal on the move.Please tell me what that has to do with receiving an approved claim payment for damaged and lost property because of Bold Moving? One has nothing to do with the other.

  

  Business response

  06/17/2024

  We apologize about any damage *****, and just an fyi we reached out to you to verify the method to which you wanted to receive your payment, but your phone number is disconnected.  We have submitted the refund to you electronically, please call in and ask for bill if you have not received it.  Thank you for making a Bold move, and we apologize about any damage and wish you the best in your new PA home.

  Customer response

  06/17/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ********************
  
  
  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bold Moving was scheduled to move our family from ******, ** to ******* . They cane on 5/22/24. Got paid more then half of their money . And according to the Bill of Lading they have a 10-day window to deliver our goods when delivered they fet the remainding balance . They pulled a fast one on us and revised another contract higher price then original. They claim over cubic feet . Yet we have the original contract and was told nothing about cubic feet until the truck was loaded . That is not what we originally had budgeted for . Then a call from *** stating the truck broke down and is in a holding facility in ******** . The bill of lading states 10 day window it is passed that and still without our bare daily necessities. We r strapped because we had to get an additional storage unit in Pa for what they left behind and rent a uhaul to get it there . Time wasnt on our side we had to get on to ************* car loaded to get here . We r in a very expensive mess with it all ! We desperately need help ir legal aide to help us please contact us ASAP. Also when we call them the do t have a backup plan or definative date for our stuff . They talk around the situation every time ! Please help us .

  

  Business response

  06/03/2024

  All of the items that you said were not coming, you wanted us to take.  We let you know about all charges prior to picking yall up, and you asserted to us you would didn't want to take certain things.  The reality of the situation, is the two of yall, couldn't decide even on move day what you wanted to take, and what you wanted to get rid of.  Moving is stressful enough, having your client not know what they want to take or not take only compounds to the stress.  We can move anything you want us to, and nothing you don't, but we can't do it for free, and you know that, and you kept trying to have us add things to the truck and not pay for them, which is not fair, and we ultimately did anyways. We took way more items that you paid for.

  The truck unfortunately that your items are on, did break down over a holiday weekend, which limited our ability to get it fixed in a timely manner, however it is fixed, and your items will be delivered to you shortly. 

  We have been in contact with you every step of the way, you even have my cell phone number and I have spoken to you or your wife multiple times and let you know exactly what our plan is, as well as our backup plan is to get you your items.  

  Customer response

  06/04/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** And ***********************
  Because we r still not given a definitive delivery date. Shrortly is not giving us a definitive delivery time and date. Now that the truck is repaired , where is our belongings ? 
  
  
  
  

  

  Business response

  06/04/2024

  Delivery will happen this week. We let you know this over the phone. Thank you for your cooperation and understanding.

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** And ***********************
  
  We need a definitive date due to family life schedule and budget.
  
  
  

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The quoted price was originally $6000. The day of the move, they claimed that I misrepresented the amount of stuff (I told them exact weight as I had moved only months before) and demanded another $3000 to move everything. Having me over a barrel, I was forced to agree as I had to be at my new location for work in just a couple of days. I have evidence in the form of pictures that they left boxes out in the rain (ruining some of my clothing), broke antique furniture, and purposefully broke a door. All and all, they probably caused around $4000 in damages. When I reported it, they were only going to offer a little over $200.

  

  Business response

  04/09/2024

  *********, we went off of the inventory that you provided to us, we asked you in advance to do a facetime quote, you declined, you had way more items over 700 additional cubic feet, over ***** additional pounds than you provided, so much so, that we had to send a second truck by your house to pickup the additional, which if you recall, we did not charge you for the second truck.  You also agreed to this revision prior to us picking or loading this up. It's truly sad how nice some people can be when they are trying to get something from you, and then after the fact write something like this, it is so dishearting, when we do everything in our power for every client to have a positive experience. 

  Despite your descripition of what happened, we have contacted you to remedy anything that was broken or damaged during the move, and will continue to work with you to make anything right that you think is wrong.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We contracted them to move our belongings in the last week of January. They were unable to fit all our household items in the truck. They had also not disclosed to us items they would not take (ie- sealed liquids). There were a few items that were damaged that we have sent in a claim for. It is now March and we have not received a definitive response about resolution, despite email and calls. I would like if we can get our claim resolved.

  

  Business response

  03/12/2024

  Definitely cant' do the liquids, can end up damaging items we are moving. We apologize that wasn't made clear to you prior to moving, we will let our team know to go over those things. Thank you also for bringing to our attention your claim, and it is my understanding our customer service team reached out to you right away and made it right.  We wish you the best in your new home and Thank you for making a Bold move. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired Bold Moving and Storage for a full-pack and move from ******** to *******. The quote for the move was $20,000, including an additional charge to move an elliptical exercise machine from an upstairs bedroom. During the move, there was substantial damage to the upstairs hallway walls, broken door louvers, large holes and extensive scratches in drywall both upstairs and all the way down the stairwell, and deep gouges the length of the *********. The damage was pointed out to me by the ******* and he indicated it was largely sustined during the moving of the elliptical machine. The ******* took multiple photos of the damage, indicating he believed it was more than typical for a move. The next day, I spoke with one of the owners, ****. He stated that Bold Moving and Storage was not responsible for any damages sustained. He stated that because it was a large move with heavy items (which Bold Moving and ****** knew when quoting the move, agreed to move the items, and charged additionally), I should expect the damage, I told him I expected ****************, but mot large holes in walls, broken **********. When I told him I would have to discuss the mater with my attorney, he became angry and threatened to offload my items in ********, ** into storage, and would refuse to move them any further. He claimed I threatened not to pay him, which I never said ( and had already paid all but the delivery installment by that point).He eventually said he would reimburse reasonable costs. I paid $500 for the repairs and submitted the receipt at the end of July 2023. I have heard nothing from Bold about reimbursment, despite numerous attempts to contact them about it. For damage and loss protection, I asked for full insurance but was told I could only be offered limited protection that was weight-based by Bold. Now, the items that were damaged and lost (without any truck change en route) have been offered reimbursement at questionable weights and for pennies on the dollar.

  

  Business response

  12/08/2023

  We apologize about the scratch on your wall, and The last note we have was from ***, our customer service manager reaching out to you. We are in receipt of your claim and will call you again this weekend.

  Look forward to speaking with you.

  
  
  

   

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  No offer made. Issues still not addressed. I was not contact last weekend, as was stated in the Business reply. The reply of apologizing "for the scratch on my wall" is disingenuous and continues to ignore the documented 3" holes in the walls, broken doors, damaged railing, etc. not to mention the items lost and damaged during transit due to Bold Moving and Storage's negligence.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************************
  
  
  
  

  
  

  

  Business response

  12/16/2023

  We reached out to you twice this week via phone, *** called you, we did not receive a return call, however we can try again. Feel free to call us tomorrow if you have time, or I can reach out again.

   

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2022, Bold Moving and Storage (BMS) transported my household goods from ******** to *******. I submitted a claim on additional insurance coverage but the same was denied because BMS did not provide the proper documentation I needed to submit with the claim.I then submitted the claim to BMS and provided BMS with photos on the damaged items. The settlement amount offered is too low compared to the loss I faced. The estimate provided by BMS should not be considered based on the list of items initially communicated prior to the move, to the contrary, the same must be based on the actual items picked up at my location in ********, which due to lack of responsibility by the pick up crew, I never received the total inventory list. Not having the full inventory prevented me from submitting a claim to ***** Insurance on additional coverage I obtained based on a recommendation from ****** (BMS representative). As stated in previous communication to *** (BMS representative), in addition to the claim for damaged items I pursue a payment for what I paid to ***** Insurance for additional coverage in the amount of $1,524.60.The lack of responsibility by BMS pick up crew and management by not providing proper and complete documentation on the total inventory impacted my ability to submitting a sustainable claim to ***** Insurance.My conversations with ****** and *** led me to believe that BMS was the best option for my moving needs and that I would receive the best service. Unfortunately that was not the case. The minimum BMS should do is to assume full responsibility paying for the damages I suffered due to the poor handling of my household goods by BMS personnel and to cover the expenses I incurred for the insurance premium I paid which I couldnt submit a claim to due to BMS personnel lack of responsibility.

  

  Business response

  06/27/2023

  We apologize to ***** multiple times about the damages that was incurred on his move, in addition we have offered over and above our liability for his claim. We have answered every call and worked with the client as well as the insurance company to validate the items that were damaged, we even offered to send a repair company out to assess the items that were damaged and fix accordingly.  We have and are continuing our efforts to work with the cleint to rectify his concerns, and kindly ask for him to return our calls and emails as we have reached out multiple times prior to and after this feedback.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, I was shocked by all the damage and missing items after my move in mid-September. I wrote and called repeatedly. Nobody tried to find the missing items. How do you lose a large coffee table? A large armchair? At one point, one of the owners said, in effect, What will it take to shut you up? So, I told them. I documented all the losses with photos of every item, including photos of replacements for missing pieces. The amount came to approximately $1000. I told two of the owners that I would file a complaint with BBB if they did not settle the matter with me. They got really, really nasty. I never heard another word.Here is what never arrived: One white coffee table One white armchair (The seat cushion is here but not the chair itself!)Two floor lamps Damaged:17th-century armoire -- brass key broken and doors no longer close.Dining room table -- nicked down to bare wood on one edge.Several plastic bins, tops and bottoms.Large spongeware blue/white bowl, made in *****, broken in two.Two antique Japanese serving bowls, broken into small pieces.Two standing lamps and 4 lampshades (they were packed securely and labeled fragile: lampshades, but the box got crushed.The mattress cover on my bed arrived very dirty along one edge. Almost all the cardboard boxes, which were new, are damaged. Hard to believe they were new when I packed them.

  

  Business response

  01/18/2023

  Thank you for sending this over and we apologize about any damage that you have occurred, but like you said you had cardboard boxes that were damaged, they are boxes. Boxes is what we are talking about and we are in receipt of your claim form the only thing you originally claimed was a lamp broken, and this is the first time we have heard of anything missing, and up until this complaint you have never sent us over the claim form. We have reached out to you multiple times after delivery to rectify this, so to say that we have been silent is not accurate, and we will reach out again this week.

   

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Bold Moving because of their amazing reviews. But now I regret my decision, if I could give negative stars I would. Our items were picked up 9/15/22, delivered 9/19/22 after 9:30pm nothing was reassembled as per our agreement and movers stated boxes broke and they threw things in other boxes and didnt know which boxes it was in. Movers left our home but demanded I pay for delivery. Not sure what to do I did BIGGEST MISTAKE!! 9/23/22 informed company that we were missing items and 3 of our containers were left in NY, we were told they will contact the other (3) families that they delivered to on the route to us to see if they accidentally received our items, the same day we received a claimed form via email. No follow-up even just a phone call or email that they were still looking. 11/1/22 emailed claim form and pictures of broken items. ***** was because of Hurricane *** and we were displaced. After submitted claim waited 8 more days and sent email to inquire why we havent heard from anyone FINALLY received a call that it was being looked into. Now 12/20/22 - 89 days after we notified Bold Moving that we were missing items, broken items and still storage containers in NY and no response. We havent even been contacted by insurance company for compensation. Absolutely nothing!! If you dont value your belongings then go ahead and use Bold Moving. If you do value your belongings dont use Bold Moving- they will be either stolen by employees or misplaced by employees or broken my employees or left behind by employees. Basically, they dont care about their customers and the service they provide. I am contacting Better Business Bureau and I am looking into hiring an attorney. 89 days is more than enough of time for them to look into where our items are and get them back to us.

  

  Business response

  12/20/2022

  We apologize about your experience, however we have reached out to you multiple times after this move to go over exactly what you think is missing. We also offered to assemble everything, it was your significant other who said not to worry about it, and he would take care of it, and then days later, we got a complaint from her that we did not reassemble. Communication is really key, and unfortunately we can not control the communication that happens between a couple, but we were there, we delivered all of the items that we picked up, and after further review of our systems, our protocol on how this was loaded, and unloaded and secure, the items that she is claiming she is missing, were never in the storage unit we picked up in the first place. It is virtually impossible to be missing what she is missing. 

  We are always available to listen, validate and handle our responsibility where there is responsibility to be had, and please return our call so we can do everything in our power to make it right. 

  Customer response

  12/21/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to address my claim for damages RE: September Household Goods Move for *** & ***********************. It appears that the information provided by your movers and the information I provided via email & phone are being mismanaged, as this information does not correspond to the meticulous records I have been keeping since we trusted Bold Moving *** with this ************* stated, not only did Bold Moving misappropriate many boxes that were previously itemized by me, but they did not fulfill their contractual obligations to deliver the household items undamaged and provide the assembly that was paid for as part of our contract. Understand that we have attempted to resolve this in a cordial manner via phone and/or email communication, but we have photographic proof of damages and evidence of mishandling during transportation. 
  
  We do not often discuss litigation measures, as we find that more often than not,businesses are willing to work with families to fulfill contractual obligations and to maintain good standing in both online reviews and the Better Business Bureau. However, we are fortunate to have a corporate attorney in our family that is not only willing to review our Bold Moving contract, but also advising us on how to proceed. At this point, I have a log of dates/times of all phone call communications, which do NOT support your claims of being unable to make contact with my husband and I. Your email serves no purpose other than to add insult to injury, to suggest that our household goods were broken and mishandled due to spousal miscommunication. 
  
  I have followed all of the necessary steps to submit a claim. Instead of Bold Movers providing a claims specialist to assist in reparations, we have been ignored, dodged and ultimately insulted. I am willing and able to provide the legal paper trail beginning from the start of our belongings entering the storage facility in ******** to deliver to our door in *******. The only mystery is what happened when your movers opened the door and transported these items to our new home. I am requesting communication from your insurance claims department and your business manager/owner to facilitate resolution of this problem. If this cannot be accommodated, we will have no other choice but to move forward with more litigious means of resolution. 
  
  Regards,
  
  ********************************* ****
  
  
  
  
  

  

  Business response

  01/04/2023

  My business partner has been in touch with our client and we are working on a resolution.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted the Bold Moving and Storage Company to move my furniture and household belongings from ******* ** to *********** **, in July 2022. The service included the company packing all my belongings. It took them a day and a half and they used three trucks. A week or so later all the furniture etc was removed from these trucks and put into one very large truck that transported everything to Prime Storage in *********** **. The furniture etc was removed from the truck and placed in three storage units. On November 5 the Helping Hand moving company in *********** ** emptied the storage bins and moved everything to my home, six miles away in ******** **. As they unpacked the following was damaged or broke: 50 inch TV does not work, A marble table top cracked into four pieces, glass is broken, wood furniture is stained and cracked, wardrobe boxes did not have hanger bars and clothes with hangers were folded and stuffed into the boxes, miscellaneous small boxes of screws and bolts in them with no identification, dining room chairs placed haphazardly in storage bins, very unprofessional. I have pictures to support damages. I tried contacting the owner, **** of Bold Moving and Storage and he has not gotten back to me. I did not take out moving insurance but there must be some kind of compensation to rectify this situation. ***********************

  

  Business response

  12/08/2022

  We are sorry to hear about the damage that occurred on your move ***, and we will reach out to you today, as this is the first we are hearing about an issue. We checked our call logs, and email and have no coorespondence from you since moving day. 

  We went ahead and sent you our claim form and will be in touch with you this morning.

   

  Thank you

*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. ↩