ComplaintsforCollege Hunks Hauling Junk and Moving

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called on September 15, 2023 to see if stacking a washer and dryer was something your company can do. I told the woman that I have the kit and the tools. She assured me that yes, College Hunks could definitely do that for me. She asked how many guys I would need, I said two. Then she told me that you have a two-hour minimum and it would be $185 plus a $75 travel fee (which I absolutely don't understand, but okay). I said, "So, $260?" She paused and then said "Yes." I agreed. I knew I did not have two hours' worth of work, and $260 seemed pretty steep, but I needed the washer/dryer stacked. The two young men arrived on time on September 16th, and were professional and helpful. They were, however, not qualified to stack the washer and dryer in a safe manner as the scheduler had promised. This is really not the type of job they do--which is why I specifically asked before making the appointment. They stacked them but did not attach them to each other in any way. One hard spin cycle would have sent my dryer tumbling to the floor. I was shocked when they told me (after the work was as done as they could do) the bill came to $465! I did pay the bill because I didn't feel it was the young men's responsibility to justify what was certainly a corporate issue.The College Hunks website says:"Making the right choice comes from making an informed decision. We pride ourselves on offering free, completely transparent estimates on all services before we get started." This was absolutely untrue in my case. I would never have made the appointment had I known how exorbitant the fee would be.I responded to the "How did we do?" survey and called the company twice with this complaint. The corporate office simply passes the complaint on to the franchise, which so far, has not responded to me in any way.I would like a refund of $205, which is the difference between the price I was quoted on the phone when making the appointment and the price I was charged.

  Customer response

  11/05/2023

  Corporate headquarters had apparently not alerted the franchise to my complaint. Upon receiving notification from BBB, they finally sent the information to the franchise owner, who immediately called me with sincere apology and an immediate refund. 

  Business response

  11/15/2023

  Once this situation was brought to our attention, the customer was immediately called and was refunded. While we are locally owned and operated, we are a Franchise and subject to using the call center through the corporate office. Our location was unaware of the customer's complaint until notified by the BBB, which we greatly appreciate as we always strive to provide the best resolution possible if something does not meet a customer's satisfaction. We appreciate ******************** understanding and her update in the notes of her initial complaint explaining what happened and the resolution that was reached. 

  Customer response

  11/15/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told that they could come out and do some yard work. They came out and spent a few hours doing God knows what and we were charged $987 for the crappiest job ever. I wanted them to clear the garden areas of weeds and they whacked them with a weed whacker. I wanted them to trim all the shrubs and cut down a shrub that had died. They sent out 3 young kids who had no idea what yard work is. The did not do the job to my satisfaction. When I spoke to a manager the following day he said he could give me a $385 credit on the **** that we used. This is still not good enough. Now I have to go out and hire someone else to come out and do the job they were supposed to.

  Business response

  06/08/2023

  The Customer is correct in their assessment that the crew is not trained in yardwork, we are a moving and junk removal company; which was explained multiple times in conversations leading up to the job. It was communicated by the customer to our staff that quotes had been received from other landscaping companies, but they were unable to schedule or not responsive to the time in which the customer preferred. Again, concern and explanation was communicated from our staff to make sure the customer was aware landscaping was not one of our usual services, as we provide labor specific to household goods and moving furniture. It was agreed to come out and provide mowing, weed eating and some **** trimming as stated. After reviewing the customer's concerns and investigating the matter further, we determined the job was not completed to the level it should have been, and offered the customer a refund of $847.50. While this was not the type of service we usually provide, we do strive to provide resolutions for jobs that are not completed to the customer's expectations. The only portion of the job we were unable to refund was the tip the customer gave to the crew. The reason being, it is illegal for us to take a tip back from a crew as that tip is exchanged between the customer and the crew, not part of the company's property. This resolution was presented to the customer and the refunded amount has been credited back to the card used for payment.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company for a move. 2 movers 2.5 hours. Due to many frequent moves I knew what it would take with my small inventory . 3 movers showed up took them close to four hours my budget was 500$ they ended up adding supplies which is illegal in Washington and adding box total to 30 which in reality was 15. I have pics and videos of items and boxes. The total was over 800$. They left a box in the parking lot and after numerous calls and three days was told they were not responsible. Because it was not put into truck it held all my bedding and my charger and fitbit. I have it attached to my medical it records my steps and I receive a discount monthly. I have reported them to the moving commissioners office in Washington.I am extremely disappointed to say the least with their disregard for their responsibility in this. This move cost me close to 1000$ for a one bedroom apartment. I know in these times everyone is greedy and trying to get rich but taking advantage of a senior, not being truthful and not excepting responsibility are all reasons to be reported with your agency.

  Business response

  07/19/2022

  ****************, we appreciate your feedback on your experience as we take all feedback seriously.  We want to be the best in our industry.  Investigating your job we found that you had scheduled your move with us last minute for the very last day of the month.  This is a difficult time to book a job, but we made an accommodation for you because you were in a predicament of needing to be moved that day. 
  
  When the crew arrived at your job, there was no mention from you of only requesting two crewmembers versus three.  If you had we would have happily accommodated your request. As Customers always have the right to refuse service or speak to a manager before starting a service. Additionally, you were very pleased with the service as you tipped the crew $100. When we heard your complaint we were perplexed as customers typically do not provide tips when they are displeased with the service.  
  
  After reviewing the audio call of your estimate, we quoted you **** to **** hours for your move, which involved a second-floor apartment to a third-floor apartment, ranging between $481 to $831. Your actual move was completed in **** hours for $768.75, which was well within in the range given to you in your estimate. In the call, there was no mention of only wanting 2.5 hours of moving services or a budget of only $500, which again we could have accommodated, and have for other customers. The Move supplies and taxes were refunded to you as requested. Though should be noted, that charging for move supplies is not illegal in the state of Washington. We have multiple signed documents from you that show you approved of the inventory listed and the agreed upon cost of the move. There were multiple opportunities to have corrected, edited or even dispute the charges, inventory count or service as a whole during the move process. We provide the necessary documentation with detailed explanation to all of our customers every move. 
  
  The missing box you refer to was carried to your vehicle as you requested by the crew member. When the damage claim was initially placed, the box was reported to only contain bedding, but in conversations days later you added chargers, Fitbit and electronics.  Our policy is we cannot reimburse items that we do not move, unfortunately.  As an analogy, it would be like a restaurant paying for a meal that they didnt provide. We are sorry to hear that the box went missing.  Lastly, we understand that you were upset when this was discussed with you, but we cant accommodate a refund from the crew for the tip that was already paid, nor can we tolerate a client threatening to take it by force as you stated on the phone to one of our office staff.  

  
  While your feedback is unfortunate, and we understand your frustration, we do feel this situation was handled in accordance with our company policy and reasonable expectations. We have over 600 ****** reviews at 4.9 star rating which is beyond any other moving company here in Spokane. We care about our customers and try to deal with them fairly. Thank you.
  

  
  

  Customer response

  07/19/2022

   
  Complaint: 17555116
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I did request 2 movers you sent three. Im not sure how that was my error. Because I didn't send them away? I NEEDED TO BE MOVED!! I was on a time clock with your company. You took advantage bottom line. You can try and use  your words to make me responsible but in reality you were responsible I hired you you did not hire me. And I did say something to your lead. But I have found him to not be honest. I spoke with the Washington commissioner and YES adding supplies is against the law. Also I didnt utilize any of the supplies listed. The tip was in error. Im sorry your confused with why I hadat that point I had no idea of box missing, materials added and a miscount of inventory. When was the inventory written down before they arrived?? You mentioned numerous times how you could have accommodated me if I had said something spoken up well I am speaking up. Your movers and your company took advantage of my situation and my age. Im wondering if your reviews are due to your lead saying please write a review we will receive extra monies .

  You are not the good guy in this situation. Your company and movers made errors and utilized extra time on my dime. I do not except your word twisting response. I know the truth of the situation you were not there! 

  Customer response

  07/27/2022

  I would like to be reimbursed for items in box taken down to car by their employee and left in parking lot next to passengers side of my car. I was not alerted that it was left there. I had asked for the mover not to take box that I was transporting to my new home. I realized he was carry and hollered down to please put into car. He went to passenger side of car and was unable to put into the car. Instead of going to other side of vehicle he left the box in the parking lot out of my site also not verbally letting me know where he left in parking lot. 
  Inventory of box was two bed pillows and sham covers, dust ruffle and sheets ,chargers for iPhone and Fitbit. All items totaling $120.00.

  Regards,

  ****** Burger 

   

  Business response

  08/08/2022

  This Claim resolution has already been completed with **************** as of July 25,2022. The accompanying document stating such, signed by ****************, as well as the resolution reached is attached. **************** was refunded a total of $165.04 for her job in full settlement for her claim.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this business to pick up a dining room set at ****** and deliver it to my house. The business made the delivery on November 9, 2021. I paid $330 for this service and also tipped the delivery men $16.50. The furniture was very well packed by ****** in bubble wrap, plastic sheeting and packing tape. While receiving the delivery I was unwrapping and inspecting the pieces of furniture as quickly as possible but I could not unwrap all six chairs before the delivery men had finished delivery and were leaving. I unwisely signed the waiver saying that everything was acceptable with the delivery and then discovered that two chairs were damaged. One chair was smashed at the top and the other was less damaged with only a gouge. I immediately reported this to the business and provided pictures of the damage. My claim was reviewed by Mr. Devin B***** who determined that they are not liable for the damage and that I should file a claim with ******. I contacted ****** and they indicated that there was no damage to the chairs when they left the store. Mr. B***** cited the release of liability that I signed (before being able to inspect all of the chairs) as the reason for not honoring the claim. I explained to Mr. B***** that I was asked to sign the release by the delivery man before being able to unwrap all of the chairs and I doubted if a release is valid under such circumstances. Mr. B***** also indicated that ****** is responsible because they wrapped the items. I disagree. There is little doubt that this company damaged two chairs and is refusing to accept responsibility. Mr. B***** has not responded to my most recent email of November 10th. The damage to one of the chairs is minor and I am willing to overlook it, but the damage to the other chair is significant. The cost of one chair is $189.00 plus sales tax and delivery charge. Therefore, I am asking for a partial refund to cover the cost of one chair plus tax. I am asking for $206.00.

  Business response

  11/23/2021

  Thank you for bringing this issue to our attention. An email has been sent directly to the customer containing further instructions on how this process will proceed. Mr. ****** is correct in stating the claim was initially denied due to the signed paperwork on this job, a lack of proof of damages being a result of mishandling, and the attached picture of how the items were loaded in the truck for transport. Unfortunately, in cases like this when furniture is picked up from a store, and having been completely wrapped and sealed at said store, our crew is then unable to see the actual condition of the furniture underneath. According to our paperwork and process we do allow time for customers to unwrap and inspect the furniture before completion of the job to ensure claims like this do not occur. We are asking that Mr. ****** provide pictures of the furniture in the condition it was purchased in, as it was stated the set was bought with previous damages, and the receipt for the purchase of the set, at such time these are provided we can then come to an agreed upon settlement for either repair or reimbursement at like condition at the time of purchase. At College H.U.N.K.S Moving in Spokane we do our best to provide excellent service and will do our best to correct situations like these for our customers. 

  Customer response

  11/30/2021

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  on the last week of august '21, looking for services to move furniture from one location to the other within my city limits. at location A where the furniture was to be picked up, the gentlemen arrived and the job was shown to them and they understood what was needed to get the job done. they started to disassemble the full size bed and I went into the room and specifically said what about the hardware to the bed? ie: saving it all. my sister christy and I were told "no worries", the hardware will be wrapped in plastic. one month later I went to reassemble the complete bed, hardware [nuts, bolts and spacers specific to this model] were nowhere to be found. I called the company. the supervisor 'devin' apologized and told me this was wrong of them and he would personally come over and fix the problem. then NO call or no show. devin spoke to his boss, miss paramount and offered 25. compensation. I feel this offer unacceptable and regret doing business with them.

*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. ↩