ComplaintsforBusy B's Moving LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I needed someone to help me unload boxes from a truck in ********, **. I contacted the website **** who said they would send my details to a moving company. Busy B's Moving contacted me immediately and told me that it wouldn't be a problem to get help to my house on 3/16/2024 between 1:00 pm and 2:00 pm. I confirmed I wanted to use the company and I was told I had to make a $100 deposit to hold the reservation/job, which I paid. On 3/16/2024 no one showed up for the job so I called the company's ******* and ********* main phone numbers and the number I was contacted from. All I got were voice mail boxes so I left messages. I've since left more messages on the phone numbers and also sent multiple emails and haven't received any response. I'm only requesting a refund of my $100 deposit.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a move on 8/4 from ****** to *******. The movers worked carelessly and didnt listen to advice given. I told them my armoire needed to be kept upright going down the steps to fit. They failed to listen. ******* was knocked off the wall but more importantly my armoire has paint imbedded into it now. Also, when they brought the basement racks up they broke a wind chime and when they put said racks together at the new location they broke the corners on the boards. What Im most ****** about it how we specifically told them DO NOT SLIDE FURNITURE on the hardwood floor. It was newly refinished. Again they didnt listen and I have a huge scratch in one floor and a ***** in another.

  Business response

  08/16/2023

      We are writing in response to the BBB complaint filed by our previous customer concerning a recent move on 8/4 from Cudahy to *******. We appreciate the opportunity to address the concerns raised and assure you that we take this matter seriously.
      We regret any inconvenience experienced by the individual during the move and acknowledge that there were issues in communication with the handling of the belongings. We were working in the process on resolving these issues and had initiated steps to address the damages to the armoire, scratched floors, and other broken items. However, we recognize that our communication regarding these steps was not adequately conveyed to the customer. We apologize for any confusion or frustration this may have caused. It was not our intention to neglect these concerns.
      We want to clarify that our insurance coverage, as outlined in the signed estimate, provides limited reimbursement at a rate of approximately $0.60 per pound of the damaged item. As such, insurance coverage may not fully address certain damages, including those to entryways, hallways,walls, and floors.
      In light of the BBB complaint and the desire for a resolution, we have reconsidered our approach. We understand that offering the insurance coverage of around $4.00 would not fully address the extent of the situation (or waiting multiple weeks for a handyman), and we want to demonstrate our ******* intention to rectify this matter. Based on verbal estimates from local handymen, we are crediting $175 to the customer's account via authorize.net. This gesture reflects our commitment to resolving the issue and providing a fair resolution for the damages incurred.
      We value our customers and their feedback, and we appreciate the opportunity to rectify this situation through the BBB complaint process.

  Customer response

  08/18/2023

  [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

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company prided themselves and guaranteed that the people moving and packing our home would be the exact same people unloading. This was not the case. After packing and loading was completed at or origin, the movers disclosed they would not be the people delivering. The biggest reason we hired the company was to ensure same movers. During unloading with **************** at our destination, we discovered boxes were not labeled (as was promised), and items were placed in an unorganized fashion, and valuable furniture damaged. We were unable to find important items (ex. bed screws). The movers were unable to assemble our master bedroom back together. After wasting at least an hr searching and calling the prior crew, screws could not be found. Furthermore, we discovered multiple damages at our destination. An attached leg of a wood frame mirror attached to a wardrobe chest was broken completely, and a corner of the wardrobe chest incurred wood damage. Another bedroom wardrobe chest was broken beyond repair along with another small separate small table. Two different areas of wood steps in our new home was cracked and damaged, two small holes in the wall, multiple paint scratches during unloading as well. After move was completed, the movers reported speaking with the owner ****** and removed charges (packing materials, fourth man labor, extra hr of unloading) strictly for the poor packing/move service. However, we were told that we were to receive a call from owner regarding separate check for broken items and to have a handyman check and repair bed, mirror frame. He never called. I have spoken with *******, who tried to help and initially offered $1000 for damages/repair now saying the deduction from move itself covers everything which is inappropriate. It's been a week and no scheduled handyman (though we were promised one next day). They are reporting we can wait until they can hire handyman or take $300 which is inadequate for damages we incurred.

  Business response

  05/25/2023

  *Customers were assured that their goods would be moved and handled by the same team (meaning official Busy Bs employees). This was to assure them that their goods would not be handled by third parties; however, the customer mis understood our statement and understand it as the exact same individuals will be moving their goods. For this move we had a crew of two load the truck and two separate employees drive and unload. Our promise that there would be no third parties was not broken. We tried explaining the miscommunication or misunderstanding about the specific wording used; however, they feel that their interpretation is correct, and we were unable to resolve that portion of their complaint.
  *Packing services The customer hired Busy Bs to pack their home prior to the move. Upon completion of the move, the office did learn that the packing done for the customer was not to our own expectations. The customer has not mentioned any damaged items that were packed; however, they are (for good reasons) upset about the professionalism of the packing service. The owner himself was on the second portion of this move. When he realized that the packing services were not up to our standards and not organized (nothing reported broken), he immediately waived all charges regarding packing services. This resulted in an immediate credit off the bill totaling in the amount of $675. That was a combination of packing materials and labor.
  The movers were unable to immediately locate screws to assemble the customers bed. They looked for about an hour before having to continue. We not only advised during that time, but we also assured them in follow up conversations that the hour spent on the screws was not added to their bill.
  *Damages According to the customer, there were a couple of cases of damage. From our understanding there was a mirror with a broken leg, damage to a wardrobe chest and a second chest that was damaged beyond repair. There was also a scratch to the wooden floor and a scratch on the wall. From everything the customer mentioned, we have not heard anything about holes in walls (the photo they provided was a scratch in the paint), or a small broken table. It should also be noted that the customer signed the estimate that clearly states that press wood material is not covered as it usually breaks during moves. This would offer no coverage on the chest that was damaged beyond repair. The customer does not acknowledge this and still is looking for compensation for that item. Even though it was not needed, we added that into another credit mentioned below.
  *Damage compensation At the end of the move, we settle the bill and talk about any damages. The owner, who was on location, offered another immediate credit for labor in order to compensate the customer. The owner advised that he was taking another $800 off the bill in order to settle the issues. It is my opinion that the language barrier perhaps caused some misunderstanding as the customer now states that they were offered an additional discount along with more funds to follow for the damages. This was an incorrect understanding as they received an immediate credit off their bill in the amount of $1,475.
  *Additional efforts After learning that the customer is still looking for another $1400 in refunds (in addition to the $1450 that was taken off their bill), we offered to send a local service repair guy to help with some damage. This included a service that would get their bed put together and fix the broken mirror leg. The repair man was sent out but did not follow up or send a bill to Busy ***** they were unable to work with the customer as well. We sent the repair guy out for a few items; however, they were being requested to fix multiple things that the customer continued to blame on our company.
  *Final analysis. The customer signed a document advising that insurance covered items at .60 cents per pound and that press wood material was not covered. Instead of filing the insurance claim (which would only have paid them less that $200), we opted to take a large financial hit to keep them happy and removed a total of $1,475 off their total bill, leaving the overall accounting for that job in the negative.After explaining everything to the customer, they demanded another $1,400 refund and threatened to hurt our creditability as a company. Essentially, they gave ** an ultimatum that was to either give them $1,400 or suffer the consequences of online harassment, negative reviews, and a BBB complaint. Once they were advised that we would not give in to demands, they went on every website possible to harm our companys reputation. Not only did they want more money, but they also wanted to hurt a local business out of spite.

  Attached Documents - Attached is their original estimate - We originally estimated 3 men, as both parties state, 4 movers were used. Instead of moving the rate to $285 per hour, the owner eliminated the 4th man labor on the final bill, causing a lower amount. You will see the difference between the estimate amount and the final amount we billed the customer with a remaining balance (not being charged to them) of $675. This is our personal accounting way to advise that we still have to account for the loss in packing materials and packing labor. 

  
  

  Customer response

  05/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  The response provided is unfortunately not truthful on the company's part. 

  1. We were assured that the same movers (not just the company itself) would be there for packing and drop off. We had three people load not two.

  2. We for certain mentioned broken items (desk drawer, mirror, wood flooring, walls) immediately to the movers who took pictures, and relayed information by phone to owner who they called Blaize. They also relayed the waste of time looking for bed screws for an hr. This resulted in them removing packing fees, third man mover fee, as this was not done as promised (no labeling, items like bed screws placed in wrong boxes). We were then promised at that time compensation for damaged items would be compensated separately and not part of the packing/moving fee deduction. 

  3. He mentions pressed wood usually breaks during moves. We have NEVER had any issue with damage like this in past. 

  3. The owner was NOT on ********. There were two young males from Madison ******** moving. They contacted the owner by phone at end of job when damages and missing pieces occurred and reported, they even took pictures of damages for record. They relayed the deductions for the packing/labor due to a poor handling of job itself (not packing boxes with labels, missing screws etc, wasted time etc). They then relayed the owner would contact ** next Monday which never happened to discuss damage refund.

  3. There is absolutely NO language barrier. This type of comment is unacceptable. 

  4. We asked for appropriate compensation as promised for broken items/home damage. Values of items broken were fair value not reported $1400 extra. We believe this was not provided as the company thought they could use the insurance company for compensation. However, after the insurance told the company since we were provided discount they wouldn't help the company cover anything. Only after this happened, then they came to us to tell they wouldn't give further compensation. A job in the negative is not the customers fault. 

  5. There is absolutely no intention of trying to hurt a local business out of spite. In fact this business was hired because it was local company. 

  6. We would not like further communication with this company. The time and energy to further resolve this issue is not worth it. 

   

   

*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. ↩