Complaints

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Against Full House Movers, ******** https://fullhousemoverswa.com Date of Move-In: 12/3/2021 We paid the business: $12,074.67 Business committed to provide us with:Moving out of our home in ****, ** Storage of our things in their warehouse in ******, ** Moving our things from ******, ** into our new home in ******, ** Nature of the Dispute:Full House provided a crew of 6 people (a double crew) for our move-out. They were professional movers and we watched the care that they took of our things. They worked as teams with the heaviest items and were able to complete the move-out within a few hours.For Move-In Day, we assumed we would have a crew of three or four movers. We had to wait, per the Full House policy, for them to assign a driver to our things. We were instructed RE: when the driver would arrive. The main concern of Full House at this point, was that I had the final payment ready. Ten mins before the driver arrived, one man showed up at my door in response to a Craigs List ad for a mover. All of my confidence in the professionalism of the day eroded at that point. I asked him what his moving experience was maybe he was a professional with another company? But no, he had only helped one friend move in. When my concern about the situation was apparent to him, I thought he was going to talk with the driver who had pulled up on the street. But this man left, and the driver had not a single professional mover to help him. I am attaching the document that I sent to Full House after the move-in. I was working to be in transparent communication with them on the move-in day as I was panicked about the situation!Full House told us to work with their claims people (CSI Pros).Please read longer complaint in attached docs Driver lied to Full House RE: help coming.We feel that a $4000.00 refund would be more than fair.Full House Moving Order /Job No: ******** CSI Claim ID #: ********

  Business response

  05/26/2022

  The customer contracted our company to perform relocation services for their household items from ***** ** to ******, **. Unfortunately we understand that there were some issues with delivery and have asked the customer to follow the claims process. Once we have received an email from the 3rd party claim adjustment center we will be reviewing it in order to offer the customer more compensation. As of this moment we have not received any formal settlement letters from the claim adjustment center and are waiting for that information.We are very aware of the issues the customer had with delivery but the procedures must be followed.

  Customer response

  05/27/2022

   
  Complaint: 17192427
  
  I am rejecting this response because:

  Full House Movers has had PLENTY of time to resolve this issue. We have provided SO much information and have spent a SIGNIFICANT amount of time to resolve through Full House/CSI. Since the claims processor, CSI, works for Full House, I would hope that *** @ CSI would provide them with what they need ASAP. We filed the claim with BBB because the process/communication with CSI did not address the true nature of our problem - the lack of movers to prevent damage on the move-in end. *** @ CSI does not seem capable of dealing with that issue. They are no longer allowing us to dispute the claim and we have hit a wall with CSI. As Full House Movers is the company that we contracted with, I would hope that Full House could simply negotiate directly with us and send us the reimbursement requested this week. Let's wrap up this disappointing and expensive customer service gaffe ASAP.

  
  Sincerely,
  
  *********************** & *********************

   

   

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 24th I contacted Full House Movers and booked a truck to move. They took down and recorded a list of all the stuff we would be moving and determined it would be around 700 something sq ft. I cannot remember the exact sq footage but it was in the 700 range. On March 31st they showed up with six guys and two large trucks. One of the guys went in and used our sons bathroom and left it then they wanted us to sign a contract because they refused to put moving blankets on stuff or tie it down which means our grandfather clock, etc would get tossed all over in the truck. They then stated that they didn't have a list of stuff we were moving which they did, it was emailed to us and that it would cost us $10,000 to move our stuff to **********. It went from $4,000 to now $10,000. We told them to leave we would just rent a uhaul for a lot cheaper and move our stuff ourselves that that was a total scam you don't quote one price then **************** day and charge $6,000 more! After telling them how upset we were and we didn't appreciate one of them sneaking in and using our rest room and leaving urine all over our younger boys bathroom, to take our card off record they then charged our card $500. We contacted them and they stated they would refund us however a few weeks later it was still not refunded. On the morning of April 22nd, 2022 my wife called and spoke with ***** and explained the situation and requested a refund however no call back or email back. This needs to be refunded and resolved. Very upset!

  Business response

  05/19/2022

  The customer booked his move with our relocation specialist on 3/23/22. The customer was scheduled to be picked up on 4/1/22. On day of, after the crew had driver over 3 hours to their location, the customer canceled the move. In the order for service that was signed by the customer, it states, that the deposit is refundable provided we are given a 48 hour notice prior to the day of move. So, unfortunately the customer will not be receiving a refund because of the last minute cancelation. 

  As far the supposed mess one of the crew members made in the bathroom, I do apologize for that, but it was never brought to our attention so that it can be addressed and taken care of. 

  Customer response

  05/19/2022

   
  Complaint: 17099548
  
  I am rejecting this response because:

  We were told by **** that we would be refunded the deposit when we called before the e movers had even left. We called very upset fr getting scammed and the sudden price change. We did not cancel 48 hours prior to the reservation because we didnt know that we would be scammed as soon as the movers showed up. We paid for one truck and instead they showed up with six guys and two trucks then told us that the stuff we wanted to move would cost us $10,000! We then were told they didnt know what was going to be moved they didnt have a list however we were emailed a copy of the list of everything thats as to be moved with an invoice from the company for $4000. The crew arrived told us they werent going to tie anything down and wed have to sign a form so they werent responsible for anything getting broken. This would have been a 14+ hour trip with a giant coco clock, etc not tied down. All our stuff would have been destroyed from bouncing around the truck plus the invoice and cost went from $4000 to $10,000. They left a mess in our bathroom. Most people would cancel when the price jumps $6000 on the day of arrival when nothing has changed! I want our $500 refunded or we will file a health complaint and legal matters for being scammed and an employee from this company leaving bodily matter in our children a bathroom without asking to use our restroom first. 
  
  Sincerely,
  
  *******************************

*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. ↩