ComplaintsforMy Guys Moving & Storage Inc

• Initial Complaint

  06/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Nov 5, 2022 we used my guys movers to move to our new house.We followed all their policies and moved all high-value items ourselves and had them in our new house when the movers arrived to move our furniture and bulk items.However we didn't realize that we needed to supervise all four moving employees at all times as they stole several items from our household, totaling over $4000 in losses. I have files a Fairfax county police report and contacted the moving company.********************* was our contact person and she confirmed that the company does not reimburse customers for their employees theft of items and offered no assistance. They even informed me in March 2023 that none of the employees who moves us on Nov 5th works for the company which is a red flag that they actively know they hire thieves for movers and don't care. I am seeking some type of reimbursement for lost items stolen by the moving crew and not moved by them.

  

  Business response

  06/27/2023

  The customer reached out to our company just shy of five months after their move, in an email dated 4/14/2023, to inquire about the names of the crew members who were involved. Responding promptly, our customer service representative, ****, acknowledged the request on the same day and involved our Claims department to determine if sharing this information was permissible. On 4/19/2023, **** provided the requested names and once again apologized for the unfortunate situation. She advised the customer to file a police report and assured them of our willingness to provide further assistance if needed. Furthermore, **** checked our Claim records and found no prior incidents of theft involving the crew in question. Its unclear how the customer got the belief that the crew was not affiliated with our company, as that is incorrect. The customer's most recent communication conveyed gratitude for ****'s assistance and advice.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My Guys Moving failed to provide services promised in our contract. Contract guidelines and website descriptions for protection of valuables and home were not followed resulting in damages.Claim for damages was issued in the amount of $5,283.91. My Guys settlement proposal was for $1,934.00. All attempts to resolve the claim have been ignored or denied.

  

  Business response

  04/28/2023

  The company responded to **************** claim with a settlement letter offering to resolve the claim with fair market replacement and repair. Please refer to attached spreadsheet for an itemized response. The green highlighted sections show that, for the majority of items, the company awarded exactly what the customer requested. The yellow sections show repair or replacement costs provided by a trusted, third-party vendor. The blue section shows structural damage minus deductible. Please see attached Settlement Letter that shows the final amount awarded after deductibles. We would like to resolve this, so if additional documentation is needed, please let us know. We apologize any inconvenience. 

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/12/22 I contacted My Guys Moving & Storage to get an estimate for moving my furniture to the building next door within the apt complex where I live. My boyfriend used them last year for a local move & they seemed efficient, reliable, & a great value. I sent an email inquiry & received a response from Matt M*******. We traded emails, text messages, & spoke by phone. I explained that I was moving from one building to the one next door & asked if everything needed to be boxed since it was a short move. I told him I could put most of my things in the many duffle bags I have. Matt said that would be fine, they had bins they could use, & the duffle bags could go in those. He also said that the movers would bring 5 large garment boxes, at no charge to me, that could be used for my clothing or other belongings. Matt said the price would be approx. between $700.00-$1,300.00. I agreed, hired them, & paid a $375.00 deposit. On moving day the movers arrived without the large 5 garment boxes & said they had no knowledge of them despite them being listed on the paperwork I had to sign that day. So the movers were not prepared for my move. I had duffle bags ready to go in the living room, the furniture emptied w/ some of the knick-knacks & framed artwork on top of them that would go into more duffle bags as they moved items out of the way. The movers took over & just put things where they wanted. They packed the empty duffle bags that would have been used for more items, & then exremely slowly loaded the truck for 4 hrs+. It took them another 3+ hrs to unload the truck. What was supposed to be a 4 hr move turned into an 8 hr move. When I tried to call Matt before leaving the apt, he texted me to say he wasn't available & put me on the phone w/ Kate who passed me to Alicia in "Customer Service". Alicia just yelled at me & wouldn't listen. She was rude & arrogant. I was way overcharged & not given what was promised. I was told that some money would be refunded but it wasn't.

  

  Business response

  10/31/2022

  We were surprised to read this complaint since there has been no additional communication since move day on August 29th when the moving crew contacted our office when they realized that customer was not prepared to move. They sent pictures (see attached) to our customer service rep who explained to the customer that, based on the pictures, she was not ready to move. The customer disagreed. Our representative pointed out that there wasn't a piece of furniture that the movers could move without first removing or packing items. There was no packing service on the order. The call was transferred to Alicia, the customer service manager, who reiterated the same thing. Alicia told the customer that the move was going to take longer because the guys needed a clear path to the furniture and the furniture needed to be ready to move. The customer was upset and filed a complaint. We normally rent our garment boxes at $10 each per day, so since we missed including them on move day, we will happily refund the customer $50 for the inconvenience. Please have her contact our office.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired these movers due to a quote provided to me for $450 for a partial move on January 12, 2022. I provided them with a detailed list of the items that were left. Only one item required disassembling. I moved three blocks down the street and provided the movers with a loading dock at each location. The movers did not use either loading dock and did not me of such as I was inside preparing for the items to be moved into place. They disappeared multiple times to the point myself and a witness questioned where they disappeared to and had to look for them. They pretended to not speak english, they did not provide adequate paperwork in a timely manner (Can further explain) and refused to leave my apartment after asked multiple times to do so. They charged me over 100% of the original quoted price. I have multiple witnesses who can attest to their disappearance and provide statements as to the amount of items within the apartment that were left. I was notified by the company the movers no longer work there which is concerning as I questioned if they had the appropriate licensing to operate the truck since they were unable to pull it into the loading dock which is used weekly by many different moving companies. the loading dock is next to a service elevator which greatly reduces the time and if they were not using it, I could have provided them with a different entrance. The excuses given to me by the company are the movers took a video of the long walk and claim the entrance to the dock was too low. There were multiple other red flags indicative of fraudulent behavior. The company has provided no explanation other than the above listed. They have unlawfully thrown me into collections and claimed they called for a resolution. One, i notified them I would be busy during a timeframe should they call back, two, I returned that call to no answer and three, the email to contact them on their website is unserviceable.

  

  Business response

  05/09/2022

  My Guys of ******* ******** (******/*********) did NOT move this customer. This was a local move in Northern Virginia and was handled by a different My Guys Moving location.

  

  Business response

  05/20/2022

  The customer did not inform the estimator of the extremely long walk inside the apartment building. Customer did not inform the company that the loading dock clearance at was not high enough to accommodate the truck, which ended up being parked at the entrance of the loading dock along the street, not across the street. The movers provided a video to management as proof of the long walk and low clearance at the loading dock. These factors obviously added more time to the move. The movers were not disappearing, they were transporting household items down the long walks, elevator, down the stairs at the loading dock and back again. The movers spoke adequate English and did not refuse to leave. They were trying to complete the job and the customer was refusing to pay. All My Guys employees are appropriately licensed and background-checked before hiring. Employee turnover is standard in the moving industry. The company reached out to address the complaint and did not hear back from the customer regarding the offer of resolution. Subsequently, the customer was sent to Collections for non-payment of the balance of her move. 

  Customer response

  05/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  The movers are advertising themselves as the professional when it comes to moving. Being professionals they have an ethical obligation to ask the questions necessary to provide an accurate estimate. To say that I failed to notify them of a long hallway and the loading dock height, would mean all average customers are expected be aware of the mechanisms required to provide an accurate moving estimate. We do not. We rely on ethical movers to do that, hence why they are called professionals. My Guys did not ask me if the hallway was long or if the loading dock was of an appropriate height. Movers are consistently using the loading dock on a daily basis. It would appear that a moving truck would fit. If My Guys were true with providing ethical business practices they would know that these circumstances would add time, they therefore purposely didn't ask them. They also failed to provide the movers with appropriate loading equipment to expedite the process. They also then purposely did not provide a formula on how they measure total distance x cost per distance if claiming it was the long walk that added to the amount being over 3x the Initial quote for a PARTIAL move.  As well, I am not a professional mover who is expected to have a professional driving license, as a professional, they should have immediately notified me that they could not fit the truck. They knew, if professional and ethical, that a truck that could not fit, would require walking up stairs and would therefore require additional time. They not only did not do so but refused to contact their supervisor when asked why it was taking so long.  If My Guys is stating its the customers responsibility to ensure a loading dock must be able to fit their trucks, then they purposely provided an estimate they knew to be false.
  
  It is a concern that the movers knew to provide a video to management, but never spoke to me as to their actions. If MY Guys is stating that the truck couldn't fit and  the long hallway added time then the movers would be educated on this and have a reasonable expectation to immediately notify me. They did not. 
  
  The movers did not speak adequate English to  me. This was brought up to management. I cannot attest to their actions when I'm private with their supervisors and can only attest to their behavior towards ME. I have three witnesses who can attest to this and provide statements as to the movers multiple disappearances for extended periods of time,  to my requests for them to exit my Property and to the amount of items left in my apartment. I did not refuse to make the payment. It was said multiple Times on the phone when myself and one witness told them I was not signing the documents  that I would pay what was quoted and signed for but not for the additional amount until they accounted for their actions because they appeared to be fraudulent and unethical. It was not until they spoke to their supervisor that they left. This is trespassing, Not my refusal to pay but because of my refusal to SIGN.  
  
  With regards to management contacting me. I received one phone call from ****. Due to work i told him he could call back. He called me back one time and left a message. I have multiple calls to him to return that call as well as a voicemail requesting validation of the invoice. I also have multiple email attempts that show the My Guys email advertised on their website is a non functioning email that comes back undeliverable. My Guys has two historical cases with the state OAG for their business practices. It is unlawful to send someone to debt collections when they paid their account. I paid for the amount quoted to me. I offered to pay for one additional hour and it was declined. My Guys provided me what they called a Token of Appreciation (TOA-document uploaded) which, should a customer agree to a settlement, states that the customer is unable to post their negative experiences with the company. As professional movers, My Guys have the ability to hold peoples Property hostage. I am unable to load or unload the truck myself, I am unable To help them to speed up time or to tell them to stop because they are going over time. This leaves the consumer in a vulnerable position. The use of the TOA is deceptive as it means that what appears to consumers online is that the company has positive reviews and APPEARS to be reputable because true negative experiences may not be available or visible to customers. Those reviews allow consumers to identify an ethical moving company. This gives a customer a false sense of their business practices and induces business through false representation. 
  
  I suggest the following:
  
  Immediate removal from debt collections as it appears unlawful
  Proceed to mediation with the ***** 
  Civil Litigation
  
  I request the movers be required to:
  
  Validate the video they took themselves to you or in court or mediation, should it go there
  Provide documentation of their professional moving license or driving license to show they can operate the truck
  Answer as to why they did not notify me they could not park the truck
  Answer as to why they did not provide me a formula for the cost x distance for the long hallway 
  Answer as to why they did not provide me final documentation
  Answer as to why they have an undeliverable customer email address on their website
  Why **** only called once and made no additional attempts to reach me via email or phone again

  

  Business response

  05/09/2023

  From: ************************* <*************@myguysmoving.com>
  Date: Fri, May 5, 2023 at 6:20 PM
  Subject: RE: *********************** Complaint (********)
  To: *********************** <***************@mybbb.org>
  

  
  

  Hi *****,

   

  Hope you had a chance to relax on the cruise. Happy 15^th. 

   

  Here is our response to ************** rebuttal:

   

  ************ did not pay the balance of her move and still owes $1,050. There was a good faith offer to refund 1 hour of labor ($150) + an additional courtesy credit ($50) that would have brought her balance to $850. She did not accept our attempt to resolve her complaint. Here are our responses to her request the movers be required to:
  
  

  Validate the video they took themselves to you or in court or mediation, should it go there

  We validated the mover's video documenting the long walks and have a copy to show in court.  

   

  Provide documentation of their professional moving license or driving license to show they can operate the truck

  We have a copy of the mover's valid drivers license and will present it in court.  

   

  Answer as to why they did not notify me they could not park the truck

  Please see attached signed statement: *********************** - Contract Acknowledgement - Limits of Liability. The movers were able to park the truck and the highlighted section shows that the Shipper may park its motor vehicle in a place and in such a manner that doing so may facilitate the loading and unloading of the shipment.

   

  Answer as to why they did not provide me a formula for the cost x distance for the long hallway

  There is no formula for "long hallways." Local moves are based on the time they take. Long hallways, stairs and elevators always add time to the process and cannot be estimated unless they are disclosed. ************ did not disclose this.  

   

  Answer as to why they did not provide me final documentation

  The company could not provide final documentation because the customer refused to sign the tablet.

   

  Answer as to why they have an undeliverable customer email address on their website

  There is no problem with the customer email address on our website ([email protected]).. We receive email on it every day.  

   

  Why **** only called once and made no additional attempts to reach me via email or phone again

  **** called twice and did not pursue further communication because the customer was asking for more than the company was willing to concede.

   

  We hope these responses are satisfactory and we understand completely if the customer would like to resolve this matter in court.

   

  Sincerely,

  *************************
  My Guys Moving & Storage
  45610 Woodland Rd. Ste 300
  Sterling, VA 20166
  ************ cell

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

  MyGuysMoving.com

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted with Anthony J*********, MyGuysMoving&Storage on January 14, 2022 for $2110.00 to move my belongings from my home I sold located at ****** ********* Fort Washington, MD to my current location ***** ********* ***** # ********** Camp Springs, MD ******** on Friday, January 28, 2022. I paid $410.00 deposit and still ended up owing them $2110.00. I was quoted one price, however, my final price was more. That, however, is not the issue. There is a seven day period from the time of the move to file a claim. The only items the movers packed were TVs. They packed them in boxes provided by the moving company. In one of those boxes were three TVs and they were damaged. I sent MyGuysMoving&Storage pictures and receipts for the TVs. In addition two of my boxes disappeared. I submitted a claim in a timely manner, pictures, receipts they asked for additional information on March 7 which I provided. Today, I received a email full of nonsense from them concerning my claim. The movers came with TV boxes because I asked for them, the movers removed ALL the TVs from the mounts on the wall, the movers packed all the TVs in the boxes they provided and they CHARGED me more than the estimate for the move. I am being RIPPED OFF by MyGuysMoving&Storage. I want the money they owe me for the three TVs they damaged. I started dealing with them via email on February 7, and they led me to believe they were HONEST folks, however today they emailed me nonsense, saying I didn't pay for TV boxes when they quoted $2110.00 for the move, got a $410 deposit and I still ended up paying $2520. Horrible. I want to be refunded for the TVs they packed, the moved, they unpacked and they DAMAGED!!!!

  

  Business response

  04/20/2022

  Before her move date, the customer called to change the destination address. Our representative logged their conversation (recording available on request): "Spoke to ****************. Confirmed move. Changed destination address. Asked about TV boxes. She thought they were too expensive and said she will take the TVs in her car."-Kate S******, 1/25/22 2:40 PM

  After the move, the customer submitted the attached claim form, requesting $400 for 3 TVs. Factoring age and depreciation, the amount awarded was $300 - $250 deductible = $50. A Settlement Letter was sent on April 6th.  The company did not receive a response; instead, a complaint was filed with the BBB. Customer also requested $150 for two missing boxes ($75 each) but the company does not cover missing items for local moves because they are not inventoried. This policy is stated in our Terms & Conditions, which the customer accepted when they signed for the move. We are sorry that the customer did not accept our resolution.

  Customer response

  04/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  Yes, I stated that the TV boxes were too expensive, but, later I called back and asked them to bring the TV boxes and they did. The movers dismounted ALL the TVs from the walls and packed them. They took a $410 deposit on the original quote of $2100 and still charged me $2100. The $410 deposit they charged was more than enough to cover the cost of the TV boxes. These people are deceitful and deceptive. In all our emails not one time did they say any of the things they are now saying. They had no problem accepting a $410 deposit and still charging me $2100 which was the original quote. Yes, I changed the address of the move, they still got paid $2,510, even though the move was completed in the time frame quoted 7-8 hours and they got an additional $410. UNSCRUPULOUS, DECEITFUL, DECEPTIVE AND GREEDY.
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  12/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a worse case estimate of 6hrs and approx $1700 to move out of my 2 bedroom 1 bath 900sq ft apartment with 4 guys per Tony the gentleman who did my virtual walk through. He stated there were a lot of clothes and that would require a lot of time for the team to pack. He stated if I packed the clothes it would cut down on the cost. Additionally he advised that if I pack my ****, and lamps that would save additional money because the lamps and shades would have to be placed in separate boxes and they may not have a box that was specifically made for the ****. I advised him I still have the box for the **** but he suggested I pack and take it so I did. We packed the entire house in boxes except for the kitchen and 1/4 of the pantry. The movers came and were moving pretty quick at first they removed all the boxes in the house within the first 1.5hrs. Once they realized the job wasn't going to take as long as expected they slowed their pace drastically. They literally only had a couch, big chair, 2 end tables, 1 coffee cable, tv stand, dvd rack, kitchen table, 4 chairs for the table, 1 queen (bed that I broke down) and day bed and a computer stand. Alicia stated the walk to the elevator and the fact that it was a public elevator was the cause of the decreasing speeds which is false. There were 2 elevators that they could have used, 1 30 feet from the front door and the other about 120 feet from the door. Also, I reserved the loading dock from 8am -4pm where the elevator is located that they used. Also it was a week day and early in the AM so everyone was at work no one was using the elevator but the movers. Those were just excused not to grant me the 1hr which totaled $205 credited back to me. The of 30 min back included signing some form which probably said I couldn't tell about my negative experience. After receiving Alicia's email stating they wouldn't grant anything, I sent Alicia emails and left vm but she refuses to answer my calls or respond to my email.

  

  Business response

  01/07/2022

  We contacted the representative who performed the virtual walk-thru. Tony said the cost reduction that he mentioned was regarding packing material, not that the move would take less time. The representative was not made aware that the crew would have to share an elevator, which alone would’ve significantly altered the time, and he would’ve given a higher estimate. It’s surprising that the crew finished within an hour of the estimate while having to use shared elevators, both with walks. It is our policy that if the company offers a credit when it is not legally required, we ask that the recipient not post anything negative since they are receiving a credit as act of good faith. At the end of the day, we are sorry that the customer was not satisfied with our offer to resolve the matter.

  Customer response

  01/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Tony clearly stated that because of the amount of clothes packing everything up would be an extensive job for the movers  and if I packed it up, it would result in less packaging fees and it would reduce the amount of time the movers would take because they would not have to pack anything, only move boxes. I did just that, packed everything in the house with the exception of the kitchen which they used 4 boxes to pack everything there. The kitchen was completed within an hour.. All boxes were moved within 1.5 hours. So all the 4 movers had to do was remove 2 beds 1 queen which was broke down and a day bed that was not, a dresser, 2 nightstands 2 end tables, a coffee table, 2 tvs, a tv stand a kitchen table (which I found later the movers damaged when putting it back together, they drilled through the top of it then took a rubber mallot to try and bank the screws back down) and 4 chairs for said table. 

  He even took it a step further and gave me a worse case scenario and best case with an estimate of around $1700 if his guys had to pack everything and around $1300 if they didn't have to pack everything. He then informed me that those amounts didn't include packaging cost but he estimated roughly an additional $300 in packing material if his movers had to pack everything including the clothes. He mentioned he would have them bring about 15 wardrobe boxes @ $10-$15 each. The bill ended up being over $1800 

  He is correct, I didn't mention the elevators because one was reserved with the loading dock for the entire day which means it was only used by the movers. And the walk to said elevator is no more than 120 feet. The second elevator which they did not use (but could have if they wanted to) was literally 4 doors (approximately 25 feet from my door. So the walk to the elevator has nothing to do with the amount of time it took their 4 movers to move a 900sq foot apartment that was already packed. As I stated in my first response they clearly slowed down when they found out everything was already packed by me the costumer. For the majority of the time there was only 1 guy in the apartment for the duration of the first 3+ hours. The others would sporadically show up every 20-30 minutes. Even at the new address, my wife had to sit outside to monitor them to make sure they were actually working as they should. it was like watching 4 toddlers to ensure they didn't stick something in an outlet... 

  I want to be clear that at this point it is about more than receiving a credit from this deceitful company. It is holding them accountable for the wrong they did. Additionally, the reason I contacted the BBB was because my calls and email to Alicia were being ignored. I gave the company ample opportunity to respond to my email when replying to hers about the lies the movers stated. She chose not to so I had to do what I had to do to get a response. Which is get assistance from the BBB. I'm sure this could have been worked out with a letter of apology or a returned phone call but because this company chose to blow me off and lie about what actually happened, I will press on and forward my complaint to the FTC and the Attorney General. 
  Companies like you should be shut down for your deceptive business practices. I will share my experience with everyone I can and let them be the judge. it doesn't take over 6 hours to move the contents out of a 900 sq foot apartment that has already been packed! You all are crooks and need to do a better job and screening the people you have moving the public.
  Tony I know this is your lively hood and I understand you are in a tough situation. I don't fault you at all. Its not you, its the way your company chooses to do business. Thanks for the tips on the eateries in Miami.
  A very dissatisfied customer!
  
  Regards,
  
  *************************

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired My Guys to move and store my household goods. The moving crew mishandled my 75 inch **** TV and cracked the screen while attempting to load it into a custom crate that was built too small them. The crew foreman alerted me to the damage to my TV some time after the incident and lied about it by saying he didn't cause it. Apparently had he admitted the truth, it would have reflected badly on him (he told me that this will not be good for his job). Luckily, I purchased additional valuation coverage with them that should have covered me for the full price of any individual item. I called My Guys and talked to Eric C*** who is their rep to evaluate claims. Eric turned out to be a bully whose only role is to find any excuse to deny a claim. He denied my claim because he said I didn't have evidence that his crew caused it. Like I was suppose to be filming them while they moved every item in my house. This is just bad business selling shady additional valuation and denying claims.

  

  Business response

  10/14/2021

  The TV was never moved because the crate wasn’t the right size. The TV was taken off the wall by the customer, left on the floor for 5 days, and they were not present when the items were being moved (they left the home). It is the customer's responsibility to be present during the move. The crew indicated that the TV was already damaged when they saw it.

  Customer response

  10/21/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  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. ↩