Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired College Hunks Hauling Junk, West Seattle to remove several items of furniture from my townhome on Friday 8/9/24 to prepare for the sale and transfer to new owners on Monday 8/12/24. Items were removed from my top floor, middle floor, and garage and donated as appropriate. On Monday 8/12/24, I was notified by the new owners of the home that the handrail on my stairway between middle and top floors was broken (see Picture). I contacted the College Hunks management that same day and reported the incident and sent the photo on 8/12/24 with description and sent an estimate of the costs of the repairs which came to $1,621.04 to **********************************. I heard nothing from him and asked for an update via email on 8/22/24. He replied to me on 8/28/24 stating that the driver was away on vacation and they were finishing up the investigation. I notified him same day via email that we had paid for the repair as the new owners needed the issue resolved and sent him the final invoice for $1,315.23. He notified me today 8/29/24 via email that the "Captain" reported to him that he and the other mover lost their balance when moving a mattress and that they snapped the handrail. The captain chose not to disclose the damage to us before leaving as he "thought there were some issues". *** then stated that he spoke to the "owner" who is an engineer who decided that the handrail was not up to code and that I should have my homeowners cover the damage. "In our view this is the case for your homeowners insurance as opposed to us causing damages through accident or negligence".I replied that it is not possible to have homeowners cover the damage as I was not notified of the damage until after the home was sold and I question the integrity of the staff as they did not disclose the damage at the time of the incident. Our home had been inspected prior to sale and handrails were found to be secure.

  Business response

  09/05/2024

  Dear ***

  As we have already answered and denied your claim and re-confirmed with our lawyer that in his words mention that handrails are safety equipment and are supposed to safeguard whoever needs them. Is the responsibility of the owner for any personal equipment to make sure is safe to be used. We are not responsible for defective equipment that did not serve his purpose,and to hold the expected weight 200 pounds.
  The lawyer even mentioned that a person got injured by safety equipment, whoever owns it is responsible for it.

  
  Someway to make sure a handrail is safe is to apply physical testing push and pull test - applying force vertically and horizontally and weight test lean your body weight in various location. In the end the handrail did not support the employees weight, causing a crack.

  
  I know is disappointing and frustrating, but we cannot be liable for a safety equipment that did not serve its purpose.

  Best regards

  Customer response

  09/06/2024

   
  Complaint: 22217597
  
  I am rejecting this response because:
  There is no resolution offered. They are claiming defective equipment when their staff have been dishonest in this process and there is no evidence that the incident occurred other than the report of dishonest staff. The handrail broke during their work process, it was not reported to me, the owner. No injury was reported at any point in this process until this report has been filed which appears to be a threat of retaliation for this report. 

  Again, we had lived in the home for 7 years and used the handrail during that entire time. It also was inspected before the home sale. It did not come loose from the wall, rather it snapped as if a large item (like the items being moved) was dropped on it. Your staff needs to take responsibility for the damage they caused and failed to disclose at the time of the incident. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was quoted for 2:45-3:45 of service for moving. Ended up being much longer and we have to help! If not the would have billed us even more! Not only that. We were told they would arrive by 9:30-10:30 am. They didnt show up till 2pm!!!! They took forever, we literally have evidence of them dragging there feeet and they ruined 3 of our Pices of furniture.

  Business response

  07/11/2024

  We have never provide a service for *****, looks like he his from ***** and we just provide services in ******** Seattle, this claim should be removed from us 

   

  Best regards

   

  *****

• Initial Complaint

  11/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  College Hunks showed up and charged me $200 extra. After I refused to pay. They lost a box of my books and lied and said it was never on the truck. They now will not follow up or respond to a claim asking for compensation or tracking of the books.

  Customer response

  11/14/2023

  Business was previously provided a list of books lost. After Better business complaint, company once again requested a list of books lost. Company told me once I provided list that this was not sufficient. Company requested me to file claim again when I have already filed it. Company stated to fill out form attached and attached no form. 

  Customer response

  11/14/2023

  Business was previously provided a list of books lost. After Better business complaint, company once again requested a list of books lost. Company told me once I provided list that this was not sufficient. Company requested me to file claim again when I have already filed it. Company stated to fill out form attached and attached no form. 

  Customer response

  11/14/2023

  Business was previously provided a list of books lost. After Better business complaint, company once again requested a list of books lost. Company told me once I provided list that this was not sufficient. Company requested me to file claim again when I have already filed it. Company stated to fill out form attached and attached no form. 

  Business response

  11/24/2023

  Good morning, 

   

  The difference of the $200 that the customer is complaining is that before the move started, customer in person with the estimator decided for a  binding estimate that is a little more expensive but would not have any variation on cost depending on the weight. The binding estimate cost total was $2557.93 and the non-binding was $2338.12. Customer made a nonpayment of $1099.06 on June 5th and on the delivery day, customer refuse to pay the total difference that was $1458.87 and only paid $1239.06 leaving a balance due of $219.81.

  On June 27th customer dispute the $1099.06 and on August 10th, customer repay just the $1099.06. 

  On the day of the move, customer did not have any items packed and everything was lose, without charging any extra, we helped her and we packed those loose items. 

  Despite to accept a claim, customer must paid in full the move, we sent a form for the customer to fill what book was missing and we are still waiting for the form back with the name of books. Customer declared that the inventory was received in good condition as no note on the inventory list was made and was signed at the end.

  Until the damage form is fill out we cannot evaluate totally the claim despite we could declined it based on the document signed, we are trying to work with the customer and find a solution

   

   

   

   

   

  Customer response

  11/24/2023

   
  Complaint: 20863912
  
  I am rejecting this response because: Business has had form submitted twice and has twice asked for same form. 
  
  Sincerely,
  
  *************************

  Customer response

  12/01/2023

  Hi ***********, 

  
  Thanks for following up. Please see attached. Books were contained in a 3x3 or 4x4 cardboard box filled with about thirty books. Perhaps more. 
  I have twice sent a list of several books to the company. 

  
  

  Business response

  12/15/2023

  I received a message from *********** requesting an answer to be done in 10 calendar days. There is no place to answer and also BBB is showing that no action should be taken by now.

  My answer of her last request is:

  The claim that was sent does not contain details needed for a analysis as is just saying ****************************** some emails 3 books missing and I went online, 3 books would cost $32 dollars, The valuation purchase by the customer includes $500 deductible that would be more than the 3 books declare as lost  (with name on them)

  In other hand, customer signed that all the load was received so we wouldn't be liable for any losses. We also state that the load was all lose and disorganized and we repacked a lot of items to help the customer and we did not charge for it.

  We are sorry that the customer couldn't find the books but we cannot be liable due to circumstances above. 

  We wish you all the best

   

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  College hunks moved me on September 26, 2023. In addition to the move I purchased replacement cost insurance from them for $344.27. During the move they lost a major section of a sleeper sofa from my guest bedroom. I immediately contacted them and they assured me they would resolve the issue. After supplying them pictures and having no response, I went to a reupholstery shop who gave me a quote to replace the missing section of the sofa. The piece was repaired and delivered to me. Since then College Hunkshas not been willing to resolve the outstanding amount they owe me claiming I was not authorized to do the work. The amount Im requesting, which is replacement cost from the reupholster minus a $300 deductible. Is $1,197.32 minus $300 or $897.32. Now theyre claiming the sofa it isnt worth anything because I purchased it in 2008 even though the contract with them calls for replacement costs. I can supply you with the contract I have with them, which indicates the insurance, the missing piece, and all email correspondence with College Hunks, which would validate everything Im stating here. Any consideration you have in this matter to get College Hunks to attempt to resolve this matter with me would be greatly appreciated. It has been greatly frustrating. Sincerely, *******************.

  Business response

  10/23/2023

  Good afternoon. 
  It is not correct to use the word "insurance" in this context as that is not what was sold. What was sold was a "Replacement Cost Coverage" as regulated by the **** The coverage purchased has a $300 deductible. The valuation is based on "depreciated or fair market value" of the item lost or damaged as defined by Tariff 15C. We have up to 90 days to work on a resolution of a claim and we also have the right to inspect damages before settling a claim. Our manager informed you that you could get an estimate for the repair but that we would need to approve it before any work was completed. You then decided to have the work done without consulting with us first. According to the information we have, the sofa in question is 15 years old and was purchased for approximately $2,000. A sofa this old will be fully depreciated. We would have liked to be able to work out a solution with you but due to the beforementioned, we are at an impasse. Due to this we informed you to file a case with the *** as they are the governing body when it comes to household goods moves within the *******************. We are not able to deal with this on several fronts and the *** is the correct venue anyway. Once we have a ruling by the ***, we can reply to this claim filed through the BBB. We are already working with the *** and will try to solve this as soon as possible.

  Customer response

  10/23/2023

   
  Complaint: 20760420
  
  I am rejecting this response because:
  
  I have filed a complaint with the *** as well as file a claim in small claims court. I do have records of innumerable e-mail exchanges around my attempting to resolve this as well as their responses. I feel between the *** and the small claims count that I will be able to resolve this issue.
  
  

  Sincerely,
  *******************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed an agreement saying that if the movers parked on the street and got a ticket for doing so, that I would be liable. They asked me where to park and I told them to park on the street (it was a Sunday - free street parking). This exchange happened over email. They then parked in a private lot instead of on the street and got a ticket. They are saying Im liable for the ticket, and havent responded since *** reached out saying Im not liable. I want them to remove the charge as Im not liable for them parking somewhere I didnt tell them to, when there was plenty of street parking spots that were free.

  Customer response

  10/09/2023

  This was resolved with the vender. Please close. 

  Business response

  10/11/2023

  We apologizes for the parking tickets and our Office Adm has confirmed that they parked in the wrong place and incorrectly invoice you. The invoice has been cancelled.

   

  Best regards

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against College Hunks Hauling Junk located in Central Seattle, a company that I hired to conduct junk removal and donation in my apartment on June 30, 2023 at the address of **************************************************************, ********** ****, for which I was moving out of on the same day. I paid $499.10 for this service in total. During the removal, the employees damaged my refrigerator, which resulted in a loss of money from my security deposit. The damage to the refrigerator cost $458.52 to repair (invoice from the landlord on this repair is attached). Furthermore, the company refused to pay the damage claim, and the review process was unfair and illegitimate. I am requesting a full refund of the damage claim.One of the movers was new to the job, and, while I was holding the door open for one of the employees, I heard a loud thud come from the kitchen. However, I thought nothing of it since neither of them mentioned anything to me.Upon inspection later that day, the landlord noticed dents in the refrigerator door, which cost $458.52 to repair, paid by **** called College Hunks Hauling Junk the very next day and put in a request for a damage claim. It took almost 2 weeks for them to get back to me, and only after I followed up multiple times.Finally, I was asked to send an e-mail to *********************, Operation Director for the Central Seattle team. I did so with pictures of the damage and the invoice from the landlord to repair the refrigerator of the dents.**** replied back a few days later (after I followed up with him and the corporate office on a response), denying the claim because he does not feel that the dents could be caused by my furniture, and that he is taking his employees words over mine. Essentially, the review "process" is a he-said, she-said game.The damage claim review process is not legitimate or fair. I am requesting a more impartial review process take place, or that the cost of the damage is paid in full. Thank you.

  Business response

  07/27/2023

  For whom it may concern
  

  Junk removal done on 06/30. The customer  email us on July 7th and sent us  the pictures of the refrigerator and said that he believed our mover could have done a damage while removing a desk. The refrigerator have more than ******* in different heights and this is inconsistent with  the damage of removing a desk that would results in scraping or scratch marks. Our mover mention he was never near close to any refrigerator. Our conclusion is that the  damage was not caused by us removing a desk and also the customer  singed in the end of the job certifying that the job was completed by his satisfaction and items were moved or hauled away without any damage (bold sentence in the receipt).

  Just for information, in any claim, we would have to inspect the damage and pre-approve the cost. We cannot even certify that this refrigerator belonged to the address we had provide the service.

  Best regards

  Management team
  

  Customer response

  07/27/2023

   
  Complaint: 20318988
  
  I am rejecting this response because:

  1) the business claims that the dents on the refrigerator are inconsistent with a damage that can be done by a desk. This statement is arbitrary and not true. Furthermore, I made it clear that the desk is ONE of many heavy objects that were carried out through the kitchen that could have caused the dents, so this part of their response is invalid.

  2) The business claims that they asked their employees, who said that they were no where near the kitchen. First, this is clear he-said she-said behavior, with a clear bias: of course the workers would deny. Second, this is factually not true and impossible. The studio apartment from which the work was done was about 250 square feet, with the kitchen and the refrigerator in the clear line of path to the door. The workers were near the refrigerator the entire time by virtue of being in the apartment.

  3) The business claims I signed paperwork that certified that an inspection was made and that no damage was done. While it is true that the paperwork was signed by me, there was no inspection done to the apartment after the work was complete. In fact, the paperwork was signed outdoors, right next to their truck in the parking lot. At no point was an inspection ever done, which means the business itself violated its own terms.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The move was VERY underestimated in price and time. I paid double of the original estimate (yes I understand it was an estimate but to be charged double was outrageous). The estimator did not factor in disassembly/reassembly for furniture and underestimated the amount of boxes/storage bins to be moved. The estimator was aware that there was storage bin in a crawl space under the house-which you can stand up straight in, but the lead mover complained that it could be dangerous. The job was incomplete, the movers stopped moving my furniture and household items after the 2nd truckload leaving me and my son to complete the job until 5 am. Multiple pieces of furniture damaged. The wall in the stairwell at the house I was moving out of was damaged. The movers were sloppy (which one of the movers admitted that this was a sloppy move) and left their trash behind (plastic wrap, water bottles etc). The lead mover ***** looked overwhelmed from the get-go and was complaining that he was tired from the previous day move and had a pregnant girlfriend at home (did not need to hear complaining first thing in the morning). I called to speak with the owner or a manager on 07/05 but no one was available, finally spoke to ***** on 07/08 to address all my concerns and issues mainly the incomplete job, damaged wall, and damaged furniture. ***** stated he would return my call on 07/11, never did. I called him weekly thereafter to finally get an answer on 07/22 of the "owner stated that there was nothing to do, the moved happened the way it did and if they would have known about the damage wall they would have repaired it themselves for less than $150 which is what I was charged by my previous landlord. I had no option to hire another moving company since I had already signed a new lease to start 07/01, and the cleaning company and previous landlord was coming to the old house on 07/02 for a move out cleaning and move out inspection. Also appears I was charged for their 1 hour breaks

  Business response

  08/16/2022

  Our estimator went out and estimated *******'s home, she had a large amount of items "staged" in one part of the home that was supposed to be dealt with by someone else (I'm not sure if it was consignment or what the situation was). The Estimate did not reflect any of those items because she told him that we were not taking those things. Upon the day of the move, she demanded we take everything, including the items that we were told we aren't supposed to take. Due to a larger inventory, a second truck was needed and before taking any actions on moving the additional items that made the move double the size, a supplement estimate was requested and signed by customer
  
  During the course of the move, she was over the guys' shoulders every step of the way micromanaging and changing her mind on what she wanted. Then she demanded they disassemble almost every piece of all her large furniture items/ while refusing to take the items out of drawers because, "When she moved from ***** she didn't have to." The team worked with her as best as possible regardless of how unreasonable and how vastly different the scope of the move had changed. By 9PM the team was still trying to reassemble the large furniture that we don't do as part of our normal practice (things outside of couches, beds, dressers, etc.) ******* originally wanted them to go back for a 3rd trip which did not happen because we said if that's the case then we need an additional supplemental estimate because this puts us beyond the scope again. 
  
  ******* called in and very angry about wanting all of her additional money back for the move despite her agreeing to the supplemental estimate and me explaining the valid charges she was charged for. She then proceeded to tell me that she had to stay up 24hrs to finish grabbing small items from her other place with her son. When I explained things took longer because of the additional items, vast amount of disassembly/assembly that was outside the norm, ongoing changes made on the fly, and her not being move ready due to all of her drawers/ shelves, etc. were still full on the armoires, chests, ***** hutches, etc. ******* refused to accept this and repeated her story of why she wants her money back.
  
  ******* also said there was damage done to a wall, our policy is to inspect and get the damage repaired or pay for them to repair it themselves if they'd like too. ******* did not report the damage until she already had her landlord fix it and charge her $150 for the repair. ******* demanded that money back from us but I informed her I would see what I could do but that is over 3 times the amount that we pay for fixing wall damages, she never brought it to us to give us a chance to fix the situation,and she had signed a liability waiver for wall damage that covers us from being responsible for damages like this when we're moving unreasonably large items through small spaces with high chance of incident. 
  
  
  The management team went over the paperwork, talked to the team members that day, and deliberated amongst ourselves about what should be done here to make her happy because we are not at fault for anything here; we accommodated all her requests and were very flexible to do so. We documented everything and followed all procedures. We decided to offer $500 just to alleviate the stress for her and she said,"That is a low-ball slap in the face offer. I'll need to think about it and call you back." ******* called me back the next day and told me that she ,"was offended by the offer and realizes it is shut up money and not an attempt to make it right.
  
  The customer claim she paid double,but a second truck was fully used, and the extra job was just done upon customer approval and signature. We are not at any fault, and we try our best to work with customer additional request from original quote. We already show to customer that the break that she is claiming we charge her. The job started at 8:15 am and finished at 10:30 pm, = 14:15min 1 hour brake = 13:15 min to be charged (we actually charge 13 hours)
  
  We believe we went above and beyond to satisfy our customer, ever offer a big discount that was refused.

   

  Best regards

  Management team - College Hunks

   

  Customer response

  08/17/2022

   
  Complaint: 17662387
  
  I am rejecting this response because:

  First of all *****, you are flat out lying in your response. Get your facts straight before responding. There was nothing staged in the house. I let the estimator know that I was going to move what I could of the boxes, but the rest would have to be moved by the team and that I did not have the manpower to break down the furniture and that the moving guys would have to do that and reassemble. Isnt it part of the movers job to reassemble furniture?  I NEVER refused to empty out drawers, in fact I told ***** if I would have known that I needed to, I would have done so prior to the move as he explained it was a safety issue to how heavy the furniture was. And yes, I did not have to empty the drawers prior to moving from ***** because those movers could handle the heavy lifting. How could I possibly micro-manage your movers when I was busy loading my own car and helping move stuff as well?I was even kind enough to transport one of the movers because he didnt fit in the moving truck. A liability I took on as my own, so an Uber did not have to be hired *****. A 3rd trip was never discussed during the mover,your movers just stopped at 10 pm regardless of what furniture was left at the other house which was not only "small items as you assumed.  You however keep indicating that you have spoken to me directly, but ***** has been the middleman and you refuse to handle this situation as a professional and have refused to speak with me directly. You refused to rectify the situation until AFTER I have made complaints-so yes your reasonable offer at this point is shut up money and nothing else. I believe you comment was that is just how it is prior to offering me $500.  Looking at previous complaints on the BBB website this seems to be a pattern with you. I called and spoke to ***** (frustrated but not angry big difference *****) regarding all of these issues on 07/08 but spoke to ***** on 07/05 and asked for a return call from either a manager or owner but never heard back from anyone until I called again on 07/08, but you however refused to address the issues for 3 weeks.My previous landlord would not have waited for you to fix his wall for cheaper, yet I was unable to get a call back from anyone for a week to report the damaged wall. You continue to say a bunch of things but when I am paying double the amount of the estimate, I have that right to. I was not able find another moving company since I had the cleaning company coming the next day and my previous landlord doing the move out inspection.
  

  Bottom line the was double of what i was expecting to pay and yes I realize it is an estimate but to be charged double is outrageous and deceitful. Your estimators need to do a better job on giving estimates.  I asked for part of a refund not demanded. It is easier for a large company to recover from a loss than it is for me. If I had not had the money the move would not have happened then everyone else would have been put in a situation of having to be cancelled. I had already signed a new lease that started on 07/01

   

   You need to accept accountability as a so-called business owner that cares about the customer. You also need to improve on your customer service skills
  
  
  
  ***************************

  Business response

  08/30/2022

  Good morning *******
  
  
  First of all, our company  never want to be in this position as we thrive to offer the best possible service.
  
  
  The information that was written as an answer is a summary from estimator, manager and the captain that was in the job. I was not there and never spoke to you. **** is the operation in contact with you that made you offers to try to settle this claim. Claims take a long time and has to be over discussed when the company feels they did the right. You decided to not accept the operation manager offer of  $500 that was done before you went for claims.  The supplement was based on extra furniture, extra time as was a lot of loose items and also assembling and disassembling time. All moving companies can provide full service and we did it but it costed more than the estimate as it was not in the original scope. The cost was double as was 2 full trucks loaded in 2 trips and could be 3 trips as you said you did it yourself until 5 am.
  
  
  Best regards

  Customer response

  09/05/2022

   
  Complaint: 17662387
  
  I am rejecting this response because:

  *****,
  Funny, since you thrive to offer the best service possible,yet you did not offer any customer service yourself. You state that you gathered your information from all your workers but DID NOT do your due diligences as a business owner and speak to me to hear all sides. You had **** be the middleman when I believe he asked you to contact me yourself as he felt this was beyond his scope and needed for you to call me which you would not. You are correct the 500$ was not accepted since it was not offered until after I made complaints (3 weeks after my initial contact) and I do not believe that that was a fair offer.  ***** original comment before the 500$ was offered was thats just the way the move had to happen. It was your only offer or nothing else, not great customer service in my opinion.You should at least have taken the time to discuss the amount with me but no,you cant be a honest and fair business owner to even do so. Your movers even voiced how extremely frustrated they were with the estimator and how underestimated the job was.
   You need to take accountability and responsibility, maybe even consider that your employees were not honest with you just cover you or themselves. Have better customer service to everyone not just those that leave you positive reviews.
  
  Regards,

  C

  Business response

  09/15/2022

  I am sorry that you are this upset and I wish that I could turn back the clock to try to resolve this in a different way. That is though not an option. We did offer you $500 as a refund as we wanted to try to settle this in a reasonable way. That was unfortunately not possible and you chose to complain to the State which in turn rejected your claim and ruled in our favor. We service thousands of customers every year and in the vast majority of cases, they are very happy with our services. We clearly didn't manage that in your case and for that we are truly sorry. We wish you all the best for the future.

  Customer response

  09/26/2022

   
  Complaint: 17662387
  
  I am rejecting this response because:

  *****
  Bless your heart, the only reason the state ruled in your favor was your paperwork was in order and you lied stating that I misrepresentedmy move. Did your movers tell you that I had filled half of my garage in the new location prior to their arrival ( I am guess not) ? But however, it does raise a red flag to the *** that you have had 2 complaints filed against you in the past 3 months so be careful about your bragging that the *** ruled in your favor. You are still a deceitful company and the *** is aware.
  
   

• Initial Complaint

  05/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This place has dishonest and deceptive practices. I used their estimator tool online. The estimate quoted me $459 to remove junk. I scoured the website to understand any additional charges, but none were listed. For example, I reviewed the *** and the section about labor, but neither section stated that this quote is for the truck only and there are additional charges for everyone. . They arrived and informed me of the many additional charges. At this point, I had no option to book someone else as I was moving that day, so I had to move forward. They charged $190 over the estimate, even though I did not have anything beyond the description on their website. Afterwards, I went back to their website to see what I missed and that's why I'm so upset. First, they NEVER disclose that the estimate does not include charges that are present in all cases anywhere in their website or in their advertising. There's literally no fine print. Second, in places where they might disclose the extra charges, they do not name them (eg, the labor section is about the hunks having no problem with the heavy stuff, NOT that the charge is missing from the estimate). Even the *** for junk removal says NOTHING about the charges.I believe this company is deliberately dishonest.

  Business response

  05/23/2022

  Good afternoon,

   

  This job was booked by the website which does not provide an estimated amount (please see attached the website information given the fact that the team will give an estimate prior to the job). Our teams always provide an estimated cost for a service on arrival at the location. It is then up to the customer to accept or decline the service before starting the job - without any cost to them. The job was accepted, performed, paid and signed for (under customer satisfaction). I would like to receive the estimate that customer is referring to with the amount of $459 as the website does not offer this service.

  We are neither dishonest nor deceptive. This is a very serious accusation and without foundation. All the prices charged, are explained to customers before the job starts. How can that be considered anything else than honest and transparent?

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

   

  Customer response

  05/23/2022

   
  Complaint: 17239817
  
  *****, it's been brought to your attention by numerous customers how the website fails to acknowledge ANYWHERE that this "estimate" is missing fees that will be charged to EVERY customer.  It was only when your staff arrived that the true cost is known.  By then, I had to move forward with the service because I did not have time to find another company and I thought that I must have missed something on your website/in your email where you noted that the actual cost would be much higher.   After reviewing your website in detail and reviewing email, I do not see anywhere that you note how actual costs are much higher.  Even in the sections where I would expect you to note this (e.g., discussion of labor, the ***** you fail to do so. 

  Transparent would mean naming the full set of costs upfront -- I recognize this means you might not know the exact costs, but you could provide information about the different charges that would be added to the truck fee (as numerous businesses do).  Instead, you provide an "estimate" that's missing huge parts of the cost and that never acknowledges this.  I have never personally seen a website as misleading about the true cost as yours.  

  At this point, this has been brought to your attention by numerous customers and you've failed to address this on your website, so I fully stand behind my description that dishonest and deceptive.  I also have filed a complaint with the **************** Attorney General.  

  I urge you in the strongest terms to take seriously the experiences of your former customers and to update your website to provide an accurate portrayal of costs.  

  Business response

  06/13/2022

  Our website does not quote a price for a removal so stating that the company is being deliberately dishonest is clearly a deliberately dishonest statement by this customer. The website is a national website, designed to answer the needs of approximately 250 franchise locations around the whole country which operate under different circumstances. We are only one of the 250 locations and we had forwarded the customer complain to the national headquarters. 
  
  Here is exactly what our website states: "We have 13 different price points; however, everyone's junk is unique! Below are 3 of our 13 different price points to give you an idea of what the junk removal will cost you. Once on-site, our team will provide you a free no-obligation price quote on your exact items. See below for example price points for our locally owned and operated location servicing your area.  Less than 1/8 truckload approx. $139, 1/2 truckload approx. $459, full truckload approx. $789"
  
  Our customer states that "the system quoted me $459 to remove junk". This is absolutely an untrue statement as can clearly be seen by comparing this statement to what our website states. The web-site does not have any junk removal tool estimate and that can only be done after checking the inventory.
  
  It is not good for any business to have upset customers so we always strive to work with our customers in order to address their concerns. Had this customer called us and spoken with us about his concerns, we believe we could have found an amicable solution. The customer however chose to voice his frustrations on social platforms and by complaining to the authorities with deliberately dishonest information (to use his own choice of words). We regret that this was his chosen action and we are truly sorry for how upset this customer is with our company. We believe that his unhappiness might stem from expectations he created with incomplete information. We however strongly disagree with his wording and find it slanderous. Our company acted EXACTLY as stated on the website by providing him with a FREE NO-OBLIGATION PRICE QUOTE ON HIS EXACT ITEMS, before removing them. 
  
  
  Best regards,
  
  **************
  Owner - CHHJ Seattle, LLC

  Customer response

  06/13/2022

   
  Complaint: 17239817
  
  *****,

  I continue to be disappointed by your refusal to take seriously the feedback from MULTIPLE customers about the dishonest and deceptive pricing.  For honest pricing, you would state something like this: this estimate is based solely on your location and the portion of the truck utilized.  This does NOT include labor at $xx/hour.  It also does not include surcharges of $xx for each individual heavy items  That would be honest and transparent.  And its what many other companies do.  Seriously, how hard would it be to do this?

  Instead, your website gives partial info without naming whats missing.  You fail to divulge costs even in the *** where a customer would assume they could find them.   In addition, the website says contradictory things.  For example, I was billed labor for junk removal, even though your website says When you hire the HUNKS for your junk removal needs, our professional team members provide expert services including: All-inclusive labor, gas, and drop-off for your junk removal.  This implies that the costs already include labor for junk removal, even though this is not true.  
  

  When this is brought to your attention, rather than take seriously experiences of your customers, you imply its their fault and refuse to acknowledge the problems with your website.  Ive NEVER filed a complaint with the BBB or the Attorney General.  Im doing so because your website IS dishonest and deceptive.  I stand behind those descriptions.

  Its clear weve reached an impasse where you refuse to update your website.  Im disappointed youve chosen this path, so my only hope is that future customers will benefit from knowing the types of costs missing from their estimates so they can see past the glitzy marketing spin of your website.    

  
  Sincerely,
  
  *************************

  Business response

  06/24/2022

  We do take seriously any feedback from customer and nothing that upset us more than a unhappy customer. Once again, the website does not provide estimates as there is no inventory involved, conditions of the items and many issues that can influence a price. If you call the call center, they just provide 3 point prices and surcharges, but if the customer request a firm price, the call center book an estimate and not a job, so the customer can have a written estimate prior to the job date.

  Your request that I update the website is impossible as I am only one franchisee between 250 companies. This company is running for 20 years and changes are done by a group of people in the headquarters that is in *******.  I sent your feedback  twice since I received your complain and they take it seriously but any changes are not necessarily done as every action may have reactions that is upon our knowledge. 

  I hope you understand why your request can not be done by me but your request has been passed to the people responsible to make those decisions

  Best 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. ↩