ComplaintsforGreat Job Moving and Storage

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 11, 2023 I hired Great Job Movers to help me move into my new house. Overall I had a terrible experience with this company as they left multiple articles of furniture damaged, left many dents and scratches in the walls of my new house, and they overcharged us on the billed invoice. While unloading the fridge from the truck at my new house, our mover ***** lost control coming down the ramp of the truck and dropped our fridge on the street. This was a new fridge worth $2,500 and because of this accident, it was completely broken and the crew left it in pieces in our garage completely unusable. Before calling his manager, Willie, to report the incident, ***** and his coworker laid out the tarp carpet on the ramp that they were supposed to be using the entire time which could’ve prevented the incident. At the time, he got in touch with the manager ****** who mentioned that we don’t need to pay the invoice until this matter was resolved with the proper compensation Over the last two weeks, we’ve been trying desperately to get in touch with ****** who promised us they would make this right. Every time I call the office, I am unable to get in touch with ******. His employee ***** took full responsibility of the accident yet they are not doing anything to fix this issue On top of all that, when I originally called to make my reservation, I spoke to **** ******** and he helped me make the reservation. We agreed on having 3 movers and he told me that based on the amount of furniture I had, it would take 5-6 hours and he quoted me max $733 for the move. When the movers arrived on the morning of, only two people showed up. I asked ***** why there isn’t a third person and he stated that “no one wanted to work on a Sunday so we couldn’t find a third person, but don’t worry we’ll still finish within that 6 hour window”. During the move, the two man crew worked extremely slow. We noticed that every time they went to drop off some furniture in the truck, they took a 5-6 min break which they either used to smoke or be on their phones. On top of that when we were on the way to the new house, the crew took an hour and a half lunch break without informing us. When they arrived to the new house, they told us that they wouldn’t log the lunch hour in the total time on the invoice. They took about 30-40 minutes on the phone with the manager after the fridge accident occurred. However, at the end of the day, they billed us for 9.5 hours. They did not remove the time they took for lunch as well as the time they took to talk to their manager after the accident. It’s been extremely frustrating dealing with this company, we were advised to talk to Tabby who deals with claims at the company and she hasn’t been much help either. I understand that accidents happen, but for a company that prides themselves so much on having exceptional customer service, they have been extremely unprofessional. After the accident occurred, ****** guaranteed us that this will be resolved quickly but we have not been offered any resolution from him. It’s nearly impossible to get in touch with the management here and it feels like we won’t be getting any compensation for the damages that they caused

  

  Business response

  07/06/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  
  We regret the customer had to sustain such unacceptable behavior of our foreman and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer.
  The lack of communication matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 06/13/23 the customer submitted a claim in their system. That claim is currently being processed. It will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Engaged company to load, transport, and unload household goods. Company misrepresented charges, requiring an additional $2000 payment beyond prior agreement before scheduling delivery. Company failed to provide a crew to unload, even though they were aware a piano was involved. Company damaged and lost items in transit. Company has refused to refund.

  

  Business response

  05/12/2023

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services. 
  We are unable to offer any monetary compensation to the customer until they file a claim and provide all the support required to allow our claims company to properly analyze the claim. The claim’s login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint.  All the above can and must be compensated through the claims process as required by federal regulations. A claim login email link was sent to them on 05/12/2023 
  Once the claim is filed, it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.
  We regret that the customer found it necessary to file a BBB complaint, but we trust that the above explanation enables them to better understand our position in this matter. 
  

• Initial Complaint

  04/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  While living in Falls Church, VA, I hired G&J in (December 2020) to move my belongings into their storage in preparation for a future move out of state. On January 11, 2023, (most of) my belongings were delivered to my new location in Grand Rapids, MI. Instead of a crew of 2 or 3 movers, the LONE mover unloaded the moving truck. Not unexpectedly, this took hours longer than it should have. I noted each box/bin/item he brought into the home to cross-reference and track against the inventory sheet. G&J moved my belongings from their storage facility (Springfield, VA) to my home (Alto, MI) with delivery on January 11, 2023. When the lone mover had unloaded everything, he asked me to sign off (using his computer tablet) that all goods were delivered and in good condition. I had noted that several items were missing and several items showed damage – and advised the driver of such. He re-inspected the truck to ensure there were no more items in the truck; there were none. I explained to him that I could not sign his tablet, since the only option it provided was basically “all delivered – all good” and that I would not sign anything where I was unable to notate missing/damaged items. Together we contacted the G&J home office. The driver explained the situation to whomever had answered the phone, but no management staff was available, so no resolution was made. I was told to use the claims process for rectification. The claims company, ***, advised me that I did not identify any missing/damaged items at the time of delivery – apparently citing some document. I can only presume that my signature was forged. I have since attempted to dispute the claim – *** made a minor (and insufficient to me) modification and has closed their processes. *** advised me to go thru arbitration with G&J. I have been calling G&J offices repeatedly – G&J staff have lied to me repeatedly regarding promised call-backs. Not sure how I am supposed to handle this – seems outrageous to have to consider hiring legal representation, since there apparently is supposed to be some arbitration process.

  

  Business response

  05/05/2023

  Dear Sir or Madam,

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  While the situation was due to a last minute unexpected lack of available staff, the driver made the decision to deliver himself (doing the best they could) and not make the customer wait another few days for their delivery. However, the customer has been offered and accepted a substantial compensation amount to rectify the situation that they are complaining about. We've even added an additional amount on top of their settlement offer to try and resolve the claim amicably. They signed the release form attesting that the amount provided was satisfactory compensation to resolve all their concerns and that they had nothing else during the move to complain about. Please review both the settlement offered and the signed release form and close this complaint as resolved.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  05/22/2023

  I have settled my claim with G&J.
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I hired G&J Moving to conduct a local move (literally 200 feet from one townhome to another) of our household goods in Occoquan, VA. The crew that was sent was clearly inexperienced and took significantly longer to move our items than expected. We only moved 2/3 of our goods. Only 9 months earlier this same company managed to move all of our things in 7 hours (previous bill uploaded). Most importantly, they overcharged me on the bill and never credited me for the deposit I paid up front for the move. They have since partially reimbursed me for unnecessary charges but have yet to address my deposit. You will also notice on the final bill that the breakdown of fees does not equal the total I was charged. The company said this was due to "charges listed on the estimate" even though the charges are not annotated anywhere on the final bill.

  

  Business response

  04/26/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  
  The Bill of Lading is the contract between the carrier and the customer. It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carriers (movers) applicable tariff.

  Per the Federal Regulations Code 49 CFR Part § 370.3 - Filing of Claims: Claims shall not be voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and
  the Bill of Lading governing the move. §370.3 Filing of Claims: (a) Compliance with regulations: A claim for loss or damage to baggage or for loss, damage, any overcharges, injury, or delay to cargo, shall not be voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within the specified time limits applicable thereto and as otherwise may be required by law, the terms of the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum filing requirements. A written or electronic communication (when agreed to by the carrier and the shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or determinable amount of money, shall be considered as sufficient compliance with the provisions for filing claims embraced in the bill of lading or other contract of carriage; provided, however, that where claims are electronically handled, procedures are established to ensure reasonable carrier access to supporting documents.

  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 01/23/23 to file a claim online. Although the claim was submitted over the time limit we still allowed the claim to go through in an effort to reach a resolution. We even included a gesture of good faith as a courtesy beyond our legal liabilities to try and appease the customer. Please find the settlement offer attached.

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at [email protected] Please provide Claim ID ********* when contacting CSI.

  Customer response

  04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1, 2023, I contacted G&J Moving for an estimate. I spoke with ******************** and during this conversation I emailed him several pictures of the inventory of my townhome. I also shared with ******* that I had about 20 boxes and some plastic bins. On Thursday, February 23, I contacted G&J to confirm that they would be there the next day. On Friday, February 24, they arrived about 9:42am and the crew lead ******* approached me and we went into the house. I walked her through every single room where there were items to be moved and confirmed which items were to be moved. Shortly after noon or so, I went out and bought them lunch. I spent almost $65 for their lunch (and they ended up billing me for their lunch time). I had paid $225 for heavy item fee to move my treadmill. It took the crew over 1.5 hours to figure out how to move the treadmill. We left the townhouse in Arlington around 4:15pm. It took 6 hours and 15 minutes to move the items out of my townhome. It shoud have never taken that long to move those items out of my home. The drive from Arlington to Woodbridge took about 30 minutes according to my ******. We were on ** **** for about 11 minutes. They arrived at the home about 4:45pm according to my security system. It took them 3 hours and 15 minutes to unload and set up the bed and treadmill. They finished about 8pm. The issue is I was charged for over 10 hours of moving. When it really should have been way less. When I asked ******* about the price, she told me, my mother and husband that the office should have sent 5 movers and it wasn't her fault. I spoke with **** on Monday, February 27 and he told me ******* and her crew is known to take an excessive amount of time. So they knew this was an issue with this crew. If you look on **** and Yelp for reviews, you will see this is a pattern with this company. They take an excessive amount of time and because we pay by the hour, they believe they can get away with it.

  

  Business response

  04/04/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  We apologize for the time, but the treadmill was more complicated than anticipated. In order to avoid any damage to the internal and external workings of the treadmill the crew had to verify every step they were taking was correct. If the workers were not working the entire time it would be understood that the customer would be upset. However, they were not standing around taking breaks. They were, indeed, working. We cannot expect our movers to over exert themselves during a move. That can lead to injuries for the movers and damages for the customer.

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 03/03/23 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. A claim was submitted and a settlement offer was sent to the customer on 03/29/23 which included $300 as a gesture of good will.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter. Tell us why here...

  Customer response

  04/11/2023

  [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 Great Job Moving and Storage's response is dishonest and not based in reality. The reason they provided why it took them over an hour to figure out how to disassemble the 6 screws from the treadmill as it being more complicated than anticipated is ridiculous and dishonest. Almost all treadmills are similarly constructed. Interestingly enough as soon as the crew heard me on the phone with ******* from the office, they magically figured out how to take the screws off. It also took them less then 8 minutes to put the screws back on the treadmill once it reached the new home. Great Job Moving and Storage was notified on February 1, 2023 about the treadmill. And they claimed to have experience in moving treadmills. Yet the crew apparently had no clue what to do. Not to mention, they charged me a $225 heavy item fee. So essentially I paid well over $400 to move the treadmill alone. They are fraudsters. Treadmills are like bicycles or cars. They are for the most part constructed similarly. You don't need to be a mechanic or technican. If you have experience taking off the bolts of a wheel to change a flat on a car, then the same method applies to almost all cars. If you need to take off the wheel on a bicycle, the screws are in the same place on the bicycle frame for all bicycles. 

  Additionally, we did not have 3 people on the crew working that day, which also contributed to the absurd length of time it took to move the items out of the first home. No one from the company can tell us certain members of the crew were not standing around because they were not there. The total timeframe should never have been 10 plus hours. And finally, I did submit a claim because of the damage to my leather couch, television and hardwood stair. However, Great Job Moving and Storage is dishonest once again to say that I was notified on March 29, 2023 about the outcome on my claim or any settlement offer. I never received any communication whether by phone or email address. 

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

  

  Business response

  04/20/2023

  It is not true that all treadmills are the same. If that were the case then any tech or handyman should be able to disassemble, reassemble, or work on repairing the item. There are many treadmills that nobody will even come provide a quote to repair as only specialized trained techs are able to inspect and provide a quote. Most other repair companies won't touch them. A quick search on ****** will show you "Bikes are often broken down into separate pieces so they can fit into smaller cartons, which means youll have to put them back together yourself. How theyre broken down depends on the manufacturer, make, and model, so its always best to refer to the owners manual for exact instructions." and, this also applies to automobiles as well as common sense would entail.
  
  We apologize for the amount of crew members available that day as we were low on manpower. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.
  
  Lastly, please review a copy of the settlement offer sent to the customer on 03/29/23. All customers have 24/7 access to their online claim account to avoid any issues with their emails. The customer can log in/view this information at all times.
  
  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at [email protected]. Please provide Claim ID ********* when contacting CSI.

  Customer response

  04/26/2023

  [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 response Great Job Moving and Storage provided is asinine. I also find that we are moving past the facts of this complaint. And the facts are on February 1, 2023, Great Job Moving and Storage was provided an inventory of items to be moved including pictures and informed about the treadmill. They provided an estimated 5 to 7 hours for the job, which included a $225 heavy item fee to move the treadmill. Three crew people showed up, but not all 3 members of the crew actually worked fully that day. In addition, they took over an hour to figure out how to unscrew about 8 screws on the treadmill. In contrast, they took less than 5 minutes to put the screws back on once it arrived at the new location. Great Job Moving and Storage was informed about the treadmill from February 1, 2023 and so had ample time to find the appropriate crew with experience of moving a treadmill. There are videos on ******* (***************************************************************************************************************************************************************************) that demonstrate how to and where to unscrew the screws. If they had concerns or questions about doing the job they agreed to do, they could have asked me for the manual in advance or the day of arrival. They did not. It is not acceptable for me to have to pay $225 heavy item fee and time for over an hour (@180/hour) to figure out how to unscrew the screws. The fact of the matter is they were grossly unprepared that day. 

  Their response underscores their lack of integrity and inability to demonstrate accountability. My complaint against Great Job Moving and Storage is similar to other complaints. As far as the settlement offer, I wholely reject that offer. I am seeking a refund of $1500 and the full replacement of my new television and repair of my leather couch and stairs. 

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

  

  Business response

  05/17/2023

  We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the deliver, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower. The claim was analyzed based off of the chosen valuation. That being said we've also added an additional gesture of good faith beyond our liability of over $500 to try as best as possible to resolve this fairly.
  
  If the workers were not working the entire time, it would be understood that the customer would be upset. However, they were not standing around taking breaks. They were again, indeed, working. We cannot expect our movers to overexert themselves during a move. That can lead to injuries for the movers and damages for the customer. The customer also signed and agreed to all charges for services performed. We apologize it took longer than the customer would have wanted but it was still time that requested work was being performed.

  Customer response

  05/27/2023

  [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 settlement offer is insufficient. The estimate to repair the couch is $225. The full TV replacement is $399.99. And the estimate to repair the stair will cost $2485. I was able to find only one business who would try to replace that one stair for $542.50 and match the stain, which is a big risk for me. All other companies will only refinish the entire floors. This is similar to if there is damage to a wall, you wouldn't just paint the spot. You would paint the entire room because paint fades and you will see the difference in color due to fading. Same with refinished hardwood florrs. They did not put down the appropriate runner to protect the path they used to walk.

  Great Job Moving and Storage refuses to take any accountability. After taking over 6 hours to move the items out of my home in Arlington, we were all rushing to get out of the house because they were so far behind. No one said to me to go and check room by room for damages. So it is unreasonable for me to have gone back and check each stair for damage in the Arlington home. As far as the couch, once we arrived at the new house, I would have never seen the damage underneath immediately had I not been there to see as the mover was bringing it in the house. And the tv, the movers left it wrapped in the moving blanket. After over 10 hours total, no customer reasonably would run and remove moving blankets from the tv. I was making sure there were no items left on the truck and all items were brought to the room. So, all that to say, no. Great Job Moving and Storage needs to be accountable. Enough with the excuses. $600 is not sufficient to cover the damages to my property. And no, all three movers were not all working to move the items out of the home in Arlington. All three worked once we got to Woodbridge, which is the reason it took about 3 hours to complete the move yet so much longer to move the items out of the house in Arlington.
  
  Regards,
  
  *********************

• Initial Complaint

  11/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 30, 2021, I contracted with Great Job Moving and Storage to move several items from my parents house in Springfield, VA to my house in Sterling, VA, a distance of about 30 miles. Included in these items were my mom's piano and her grandfather clock. Knowing that both of these items required special handling, I researched various moving companies and decided on Great Job Moving and Storage in part because they stated that they had experience moving both of these things on their website as well as when I spoke to them on the phone. The movers came at the appointed time and were very polite and conscientious about packing my items up. I was very impressed at this point about my choice of movers. When we got to my house they started unloading things and putting them where I asked. Still impressed. Grandfather clock came through perfectly. At the end, I noticed that the piano had not yet been unloaded. That's when the team leader came to me and said that there was a problem. Apparently, they had not properly secured the piano in the truck and during transit, it had fallen over onto whatever was in front of it, snapping off both legs. I was devastated. And pissed because they waited until the very last minute to tell me what had happened when they knew from the beginning that the piano had been broken. The team leader made a phone call to his boss and then assured me that they had a very good carpenter who could make new legs for the piano and that I would have it back in a couple of weeks. I gave them a check for $1350.20 in good faith thinking that I would get my piano back shortly. It has now been almost a year and still no piano. I am heartbroken. I have left several messages for the manager (Jayson C******) who has yet to return any of my calls. I want my piano back and in the condition that it was in (perfect) when it was packed onto their truck.

  

  Business response

  11/15/2022

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  
  Per our Terms and Conditions as listed on the back of the Bill of Lading governing this move:
  Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of
  ownership together with substantiation of value, and weight. As a condition precedent, all outstanding monies due to the mover must be paid in full before a claim can be submitted to the
  company within 9 months after the date the goods were delivered.

  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 11/15/22 to file a claim online. Once the claim
  is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ************ or online at [email protected]

  We tried our best to find a repair person to repair the piano but were unable to and apologize greatly. We are currently in the process of having the piano delivered now. Once delivered we
  request the customer file a claim for the damaged piano. We will send an inspector to access the damages and also pay for the cost of repair and/or repair the piano through the inspection services.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  11/25/2022

  [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:  I have left SEVERAL voicemails for this company and they have NEVER responded!  And now they're regretting that I found it necessary to involve the BBB??? They left me no recourse.  I would very much like to actually speak to someone in charge in the company to discuss this situation.  Let's see if they have the ***** to do this.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/31/22 I moved from a studio apartment (~500 sq ft) in Arlington, Virginia to a jr 1 br (~400 sq ft) in Washington, DC. When planning the move, I was quoted at a price of $800 and that the move would take approximately 3 hours from start to finish. This was a self-pack move so all of my belongings were packed prior to the movers arriving at my initial place of residence. Great Job Moving and Storage sent two movers, using a rented ****** truck (first red flag), both of which had just started in the past week and had never worked as movers (second red flag). It took them a total of 3 hours just to take 15 boxes, a couch, small coffee table, desk, queen size bed, and a 55 in flat screen tv into the moving truck. At this point in time, we are now over the 3 hours that was allotted by Great Job Moving & Storage for my move. Once we arrived at my new building, it took an additional 3 hours for the movers to get my boxes and furniture inside and to put together my bed. It would have taken significantly longer if my family who were helping me move and myself did not help bring in items and furniture. I have never once had to assist in my own move, which frankly is ridiculous and unacceptable. Once my move was complete, Great Job Moving & Storage charged me $1400, almost double the initial amount I was told. This is ridiculous given the size of the move and that I had to help the movers. In the weeks and months since my move, I called their office approx. 15 times for resolution. My calls have been blocked and avoided by their management team for the past three months.

  

  Business response

  11/02/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company *** so that it can be reviewed and addressed in a timely manner. We have contacted *** and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 10/10/21 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  When providing an estimate the items list utilized is a standard list consisting of items that are basic in size and shape. This list is a guide to attempt to obtain a general volume that would be the minimum amount needed to transport the shipment. Should the movers arrive, and the items are larger, bulky, or odd shaped which will take up more room in the truck, then the customer is responsible for paying for all the space used. That is exactly what happened after the movers arrived and saw the items and how they would have to be placed in the truck for shipping.

  The Bill of Lading is the contract between the carrier and the customer. It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carriers (movers) applicable tariff. Please review attached Bill of Lading showing all services requested by customer and charges associated with said services.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Great Job Moving Company on July 28, 2022. I hired 3 movers for 4 hours. I was told it would cost $869.74 for 3 movers at 4 hours, $160 per hour. Other charges included $115.20 for fuel surcharge and $160.00 for travel time. During the move, one of the movers took an unscheduled lunch break to *********** for 30 minutes while the other took a 20mn. bathroom break. We asked another mover, where he was and we were told he didn't have breakfast and needed nourishment for the move. We called, Franklin who we guess was their supervisor, at Great Job Moving Company. He told us they would move until the job was done and we would get an hour credited to us. We never got that. My husband has called everyday and left messages and he went in person to their location in Springfield, VA and the was no one there, because they are moving. I also called and sent emails in Amina, who gave me my estimate. We have gotten no response. In addition, the movers were unprepared, they didn't have tools, I told them I needed furniture disassemble and wrapped. It tooke 3 movers about 45 min to disassemble a bed, while they were talking to each other. My husband had to help a mover disassemble a treadmill, while the other two stood around and watched, while the one who took the unscheduled lunch break, kept reminding him of the time. They should have been putting things in the pod and wrapping up the glass furniture. Since they wasted so much time, they spent the last 20 min. throwing things in the pod. We had to reorganize it. I, ******* *****, was the one who scheduled the move with Amina C*** and paid for the move, and my husband signed the invoice, with the understanding we would be credited an hour of moving time. We feel that we should be credited for 1.5 hours of moving time, which would be $240.00 since they had unscheduled lunch breaks, and other breaks that cut into our moving and they wasted a lot of time. No mover should be standing around watching other people work.

  

  Business response

  08/19/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  We were not able to immediately return the customer's calls due to the busy season. However, in an effort to resolve all of her concerns we have refunded the requested $240.

  We regret the customer found it necessary to file a complaint, and hope the customer is pleased with the resolution.

  Customer response

  08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I engaged Great Job Movers to move my furniture on July 15th. They were very responsive in scheduling and providing an initial quote of 4-5 hours with a cost between $852.65 and $992.65. The quote was provided in mid-June. For two weeks prior to the move I left over 15 voicemails and e-mails to confirm elevator reservation times for my buildings. I received no response. I finally caught a team member via phone to confirm the times three days before the move and they confirmed that 9:30am-11:30am move out and 8am-1pm move-in would work for the team. Then, the day before the move, the same person called to ask that it be rescheduled as an afternoon move. I said no as I had tried to confirm times for 2 weeks and received no response, leaving the window for changes shut as July is the busiest time of the year to move. On the day of the move, I broke down all furniture pieces and took apart my bed in advance to make things as quick as possible. The team did not arrive on July 15th until 10:30am. I had to beg both buildings to move other tenants' elevator schedules to reserve each elevator for longer. The two buildings are a five minute walk apart. The moving team openly talked about taking longer so they could avoid doing an afternoon move and said they would tell their bosses the move was larger than quoted to avoid working the next day. They did not move me out of my old building until 1:30 and did not complete the move-in until 4:30. My 5 hour max quote took 7 hours and cost $1398.18, nearly $500 more than I was prepared for. I reported these concerns to Great Job management via e-mails, reviews, and phone calls and was told they would conduct an investigation and I would hear back. I have not heard back in any capacity. I would like to recuperate a portion of my funds as I believe they were purposefully negligent in order to charge more. In the event that funds cannot be remitted I would like other consumers to be aware of their poor service and communication.

  

  Business response

  08/19/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  We were not able to immediately return the customer's calls due to the busy season. However, in an effort to resolve all of her concerns we have refunded the requested $500.

  We regret the customer found it necessary to file a complaint, and hope the customer is pleased with the resolution.

  Customer response

  09/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *********************

  From: ********************************* <***********************>

  Date: Thu, Sep 1, 2022 at 10:29 AM
  Subject: BBB Complaint
  To: <***********@mybbb.org>
  
  
  Hi *****, I received notice of complaint closure on my BBB complaint (#********) and that the note "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." would be attached to the final complaint and marked as closed. 
  
  I am satisfied with the company's response and accept their reconciliation to my complaint. I believe this was user error on my part, as I didn't realize that I needed to or where to place a final response. 
  
  Could the case be revised to show that the company made things right? 
  
  Thanks, 
  
  ********;

• Initial Complaint

  07/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Received estimate from moving company for $5875 (Estimator, James, said this was high and he did not think we would even get to that number). I budgeted $6500 for the move. After day one of the packing/moving the foreman invoiced me $6500. After discussion with the manager it came down to $5800. They charged my **** without my consent because I said I will not pay $5875 when it was so far off the estimate. They charged it anyway. They made me prepay over the estimate for day two, $3000, and said they would reimburse my card. In total the move cost $8362, well over the estimate! They also broke my 75" TV, a lamp, a piece of dishware, a custom beer stein, and a few other smaller items. The company also brought my gas grill through the house and spilled food grease throughout my house and then refused the move the grill but still charged me for the weight of the grill (they did not move it, I did). They also put two holes in my wall.

  

  Business response

  07/15/2022

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  
  The customer was quoted for a 6 hour move, however they did agree and acknowledge that  the quote is just an estimate and the final bill will be based on the hourly rate and actual time used. This crew began packing at 9:35am and finished at 7:00pm. Approximately 9 hours and 30 minutes. The customer was also refunded $2350.50 due to the error in billing.
  
  Due to the fact the gas grill was packed with food grease it was considered to be a Non Allowable due to the inherent damage it could cause the entire shipment if damaged or moved. No liquids, perishables, hazardous materials and fluids if known to the carrier will be allowed on the truck such as but not limited to: detergents, cleaners, alcohol, canned foods, bottled liquids of all kinds.

  Per the Federal Regulations Code 49 CFR Part § 370.3 - Filing of Claims: Claims shall not be voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and the Bill of Lading governing the move. §370.3 Filing of Claims: (a) Compliance with regulations: A claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within the specified time limits applicable thereto and as otherwise may be required by law, the terms of the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum filing requirements. A written or electronic communication (when agreed to by the carrier and the shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or determinable amount of money, shall be considered as sufficient compliance with the provisions for filing claims embraced in the bill of lading or other contract of carriage; provided, however, that where claims are electronically handled, procedures are established to ensure reasonable carrier access to supporting documents.
  The customer was referred to our claims service provider *** to file a proper claim as required by the law.
  The customer was sent login information on 07/06/21 to file a claim online. The customer submitted a claim on the same day and it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance or any information on the claim you may contact *** directly at ###-###-#### or online at Claims@*******.org. Please provide Claim ID ********* when contacting ***. 
  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  

  Business response

  07/19/2022

  The customer was charged for the volume used. The customer's items prematurely filled up the space due to their size, shape, and how they had to be stacked inside the truck. The customer was not charged per item, so if the grill was not inside the truck utilizing the volume the customer did not pay for the volume the grill would have used.
  
  The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements etc. All claims are treated to be equally important and therefore handled in the order they are received. We appreciate your patience and cooperation.
  
  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Carriers are not to provide refunds because it is considered as voluntarily paying a claim without the claim being legally filed. Thus, a discount was given.

  Customer response

  09/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory a response as I will receive from the company. 
  
  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. ↩