Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The movers damaged our apartment front door to the point it won't close and also damaged our new apartment door. The siding

  Business response

  11/14/2024

  This customer called claiming we damaged there door (hinge) during a move they hired us for. After conversations with the customer and my crew and pictures from the customer, it was explained and shown to the customer that there was no way we could have done the damage to the door that they were claiming. They understood and realized we didn't damage the door as it was already damaged previous to us performing the move. I even coached them as to how to fix it so the apartment complex wouldn't charge them to fix it on move out walk through. 

  This complaint was filed previous to the resolution but when when it was said and done the customer was very thankful for our help with the move saying we did an excellent job and advice regarding the door.

  Customer response

  11/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their movers destroyed a brand new butcher block desktop that had been protectively wrapped in multiple layers of plastic wrap to protect it by dropping it on its corner. They also ruined my coffee table by dragging it in on the ground leaving a massive scrape on the side that cannot be repaired.

  Business response

  03/17/2023

  Small Move Specialists

  
  25 ***********

  
  ****, ** 85202

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

  
  
  On 3/2/23 we did a moving job for ***********************. When the job was completed the customer did a final walk through with the crew and approved of the job and paid. Then approx. 12 hours later (around midnight) he texted claiming damage and subsequently charged back on the credit card he used. Our damage claim policy (as with most moving companies) is that damage claims have to be made while the crew is still on premises as we have no control once we've left.The reason for this is, In many cases people will move furniture around after our job is finished and may damage it and then try to blame us. Thats the reason we do a final walk through.

  
  
  Furthermore

  
  
  This customer had wrapped some of his furniture prior to the moving crew getting there and that's the way we moved it. After a successful move they asked if he wanted them to remove the plastic and he refused. We believe any damage existed before we did the job and was covered up by the customer who then later claimed we did it to get out of his bill. Also, he texted a online-store screen shot of the desk that he is claiming damage and the price new is $269 although although his desk was used and the same for the desk which is probably worth $50 however he charged back on the card he used to pay for the job in the amount of $478. The amount he charged back on his card for this job is a greater amount than the damages hes claiming. So, essentially he is stealing from us.
  
  This is a devious and dishonest person who is trying to get services for free.

  Customer response

  03/23/2023

  From the moment I spoke to him has lied about everything. I will pursue this complaint with the ************ the **************** and every licensing board that he deals with. I've acted in good faith I gave a 20% tip to his employees who did not alert me to the damage they created and then lied about it. Has been dishonest from the moment that I alerted him to this damage. 

  Business response

  04/05/2023

  I don't know what this customer is talking about in terms of lies. We simply told him we will not cover a claim that was made long after we were gone from the job not to mention what I previously stated about him wrapping the furniture prior to us arriving at the job therefore the crew were not able to inspect the furnitures existing condition. Damage claims have to be made while we are on premises or on the final walkthrough. He approved the final walk through. We did give him a concession and returned his tip because that was voluntary and furthermore he said if we returned his tip, that would satisfy him. Then, he charged back the amount for the job so we basically moved all his furniture for free and incurred all the labor and equipment costs as well. So in the end, we paid to move his stuff! In total, what the customer has received back is worth far more than the furniture he claims was damaged. Last thing, if the furniture was dragged around on the ground by the crew as he stated, it would have torn off all the plastic he applied and it would have been very noticable and easily spotted in the final walk through.

*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. ↩