Complaints

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired this company to move us from ******************* to *******************. Our belongings were to be loaded and moved from ******************* on June 24, 2024 and delivered to our new home in ******************* on June 26. Three young men arrived who had clearly and admittedly been up all night and seemed to be on drugs. They were arguing and behaving like teenagers all day threatening to fight, etc. Absolutely unprofessional, unsafe and just a complete nightmare. I paid for 8 hours of labor on the originating end and the supposed supervisor told me they were going to finish in 4 hours because he wanted to get home and he had an 8 hour drive back home. This was not agreeable and not realistic. I hired 3 more men from a crew that came by to pick up donations for an additional 2 hours to help them. Two days later, when they delivered our belongings, they refused to unload the truck unless I paid an additional $3000. They sat in my driveway for 3 hours refusing to unload while I argued with the dispatcher on the phone. I told them to leave if they were not going to work. They said they would take all our belongings if I didn't pay the $3000. I paid it and decided to fight in in small claims court at a later date. After they finally finished unloading and left, I discovered damaged and missing items. They had stolen our collection of high-end whisky, bourbon and tequilas valuing $1200 and damaged items to the tune of more than $5,000. I had also purchased the highest level of insurance from their company. They do not respond to my calls and emails.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company was hired to move my daughter. They showed up, disassembled furniture, moved it to her new place, and just dropped the items in the living room without assembling the furniture and just left. They broke beds and tvs in the process and when we contacted the owner, they ignore your phone calls. They are literally ripping hard working people off. This needs to stop.

  Business response

  05/02/2024

  Hello, we are sorry you had an issue during your move process. Please call us at ************ as we can assure you we always answer our lines Monday - Saturday from 8 am - 8 pm. 
  

  Thank you!

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I engaged with U-Move to help my family move back in October. Once we arrived at the new house, we paid in full based on the estimated amount of hours and were told "if you help us unload, you will be refunded for the amount of time you save." So we decided to assist in the unloading and finished a half hour faster than the amount of time paid for. The next day, I requested a refund based on the conversation I had with the movers, while also providing text message confirmations from the movers proving the elapsed time. The initial text shows their arrival time at 9:35am and a subsequent text, well after the move was complete, at 2:46pm requesting a review. It's now been five months since the move, I have spoken to three different employees, and still no resolution even though they all seem agree that a refund should be due. I simply want a refund for the half hour ($87.50) that I was promised.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  12/22/23 company stated they would provide truck packing services for my move. Their equipment (lift gate) did not work for 30 min. I paid $701.00 for an estimate of $480.00. They movers stated they would pack the truck with the items I had ready to move but they did not finish the job. I was over charged for unfinished work and sloppy help. They tracked **** all through my house because they were not using the concrete path and instead were cutting through ****** after it had rained. The company reached out to me after I gave them a 1 star rating. I explained the situation and they the guy on the phone tried repeatedly to side step the responsibility and eventually laughed when I asked for money back to have the carpets cleaned. Then to harass me for the review they set up a fake add for goats and had lots of people calling me for the fake add. Once I confronted them about it, the calls stopped.Contract number ****

  Business response

  12/28/2023

  Sorry you feel this way. To give you preface, it rained for the past week and the roads were so wet and muddy. Our movers tried to be as efficient as possible and used whatever way meant less time being charged for the customer. We never had to use our truck for anything, it was simply there as a mode of transportation for our movers, however we volunteered to use our liftgate since the customers truck wasnt suited for the job. We never posted any ad about goats, thats just silly. The customer never reached out but rather cussed us out and said we are worthless and other demeaning things. 

  Customer response

  12/28/2023

  I am rejecting this response because: the company in question refuses to accept responsibility for their poor judgment when it came to "do care" of my property and laughed in my face when I asked for them to pay for carpet cleaning services to repair the damage done by their workers. Even still the job was not complete as was agreed to in the contract I agreed to and signed. They are in breach of contract and their response is atrocious. 
  

  Business response

  12/28/2023

  The the move is based by the hour. Please revisit your contract 

  Customer response

  12/28/2023

  I am rejecting this response because: Using the means does not involve damaging your clients property.  Justifying sloppy and destructive work is not an excuse not to mention incomplete work that was promised  y your own contract. If I did the same to you and your property you would be upset and if I continued to Justify wrong action against you and your property would not leave you happy.
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware of this company. I recommend going with another moving company that is upfront and honest. What should have been a simple move that was estimated by U-Move to only take ****min with only 2 guys turned into a 10hr move and $1768.00 later. Keep in mind this was not a whole house move and at best maybe two bedrooms. To make matters even worse is that I provided photos of almost everything they will need to move.They arrived late to my home. Between the two movers spent almost 2hr dis-assembling one bed which they ended up having to cut it loose and still end up losing the feet for the bed in the end.They did not have to pack a single box but somehow, I was charged $50 for them shrinking wrapping furniture which in one bullet says its included but then 2 bullets down it states you will be charged for packing material. There was still damage to my furniture in the end.After 6hrs of 2 guys loading the truck that was not even half full I get a text message that say, oh were taking a 30min lunch now.They finally arrive to the new apartment, which is a walk-up, they immediately asked me to pay the full price before they would unload my furniture. I had discrepancies with the charges and asked to speak with a manager and was denied several times. he is going to tell you what Im saying, he is busy with other things, This is all in the contract so you can speak with him. We literally spent 2hrs going over the bill and they billed me for all that time Im trying to get to the bottom of what appears to be shady practices.I had to pay otherwise they would not release my furniture and even threaten to leave it on the sidewalk. The move was taking so long I even started to help move boxes and chairs myself. The movers then told me oh were at 10hrs now so if you want us to put together your bed its going to be more money. Mind you Ive already paid for the full move. Then he says, oh those boxes are heavy so Im going to leave them here on the first floor.

  Business response

  07/25/2023

  Sorry you feel this way. Lets provide a simple explanation for everyone to understand. This was an hourly move. Hes upset that we told him our minimum is 3 hours and its based by the hour. Nothing was damaged and the move was flawless. This is simply a financial concern due to the customers unrealistic expectation of how long a 2.5 bedroom takes to move. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this moving company called "U MOVE"..... they quoted me a price of $800 they packed my stuff and moved it but they end up taking off with my furniture and everything even my parents my deceased parents earns furniture clothes everything I own they literally drove off with the 800 dollars as well and then try to call and text me to try to get more money or saying that they were going to sell my things and he was going to up the price daily and so once I told them that I had a phone calls and texts stating what they quoted me and I said I have videos they got scared I guess brought my furniture back to the storage. 2 days later dumped it all out front of the storage and still damaged my stuff and still stole a lots of my expensive designer things plus stole $800 i never signed anything yet no receipt or nun. Becuz nothing was completed yet...only the packing from the home that I was moving from and moved into their truck and after that that's where everything went South and my fault was paying them before the job was completed but what they did once they got all my stuff on that truck they then tried to bribe me for more money and said if you don't give us more money we're going to take your things and the money that you gave her three young guys of things and still don't have my mom and dad urns so I'm trying to figure out what to do next

  Business response

  09/12/2022

  This individual here is a complete thief and liar. Our guys spent 5 hrs just packing her stuff after she lied and say its only 2 hrs of loading because Im fully packed. She refused to pay for the extra hours. She stole 2 hrs from us so we delivered the items back to where we got them since she never payed. 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  alled them on Wednesday afternoon to inquire the costs for moving, was given a quote over the phone with ****** He then tells me they only had Thursday available for moving, I said I would find out if it would work. This is around 5:30. He tells me they close at 7. I ask another question a little after to confirm pricing and then I tell him that Thursday would not work, where he states Friday is available. I agreed and told him I would send the deposit when I was done driving as a deposit is needed for scheduling.He not once mentions that a deposit is non refundable.I get his email for me to send over information about location time and delivery place.Next morning at 9:41 am I call him and let him know plans changed and to please cancel any transaction as we were not going to move forward. He then proceeds to say that he would check if the deposit was refundable as it was less than 24 hours before the scheduled appointment.It was not less then 24 hours and we never scheduled a time and place. Then he proceeds to say that they lost customers for my reservation. I made the deposit at 10pm which means they never reserved my spot until then. So I am mean to believe that within 10pm and 9:45am it's less than 24 hours from a hypothetical Friday reservation?He has now ghosted me and taken my money

  Business response

  05/26/2022

  No one pressured you and forced you to submit anything. We told you we have limited availability and canceled our other moves to make this move happen. Now we have an empty slot, 2 movers + one truck. You canceled last minute. Your deposit is non-refundable.

  Customer response

  05/27/2022

  I am rejecting this response because:

  how can they cancel any appointments when I had not scheduled any y thing with them until 10pm? This opening was also created by them, as I did not request the date, it was offered to me.

  
  

  Business response

  05/28/2022

  We gave you 24hrs to make a decision. Your reservation canceling last minute  ruined our schedules 

  Customer response

  05/31/2022

  I am rejecting this response because: there was no prior advance warning that by your company providing a date of your convenience for an available opening for unscheduled dates would surmount to a non refundable deposited made for service cancellations
  

  Business response

  05/31/2022

  It was mentioned verbally numerous times. If youd like to apply your deposit towards a moving service let us know. 

  Customer response

  06/01/2022

  I am rejecting this response because: it was only mentioned that to schedule a move date I had to place a deposit, no where did it state it was non refundable. The deposit was made at 9:42 pm past your business  was hours which means that you wouldnt have scheduled any appointments at that time. I called at 8 am to cancel the appointment and then you refused to refund me the deposit that was not disclosed was non refundable. I have enough phot evidence of our conversations to prove your lack of ethics and non disclosures 
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid over 10 thousand dollars to have my complete household items moved from ********** to ***** on 12/15/2021.purchased new home and moved all items from ***** storage unit 2/20/2022 and discovered gross negligence and severe damage to several items such as torn and ripped new couch custom entertainment piece glass gone and entire back missing antique side table broken and removed from its base with large chunk of wood missing Clydesdale curio cabinet completely shattered with Clydesdale collection 5 of 7 broken antique kitchen table broken 2 chairs broken 40 inch and 50 inch TVs cracked and busted no longer working several kitchen dishes broken and missing .items repackaged and no longer in the boxes I originally labeled. 3 large pictures that dont even belong to me . Large rocking horse with broken legs and missing tail. Multiple horse collection items broken. Several pieces of clothing damaged and mildewed from getting completely soaked and no longer in the boxes. I have taken several pics of how I received my items and the damage caused. I several thousand dollars worth of damage to my property and I should be compensated for my loss

  Business response

  03/29/2022

  Hello ***** - all your things in storage were packed by you and you had your own **s packed in boxes. We had everything  wrapped and padded. As far as claims go we need proof of before and after. Since it was in storage and moved by you or a 3rd party we have no way of proving that the ** worked. I can assure you we were not negligent. We sent you photos and the truck was packed securely. If you have evidence to support your claim - insurance is $0.60/LB.

  Customer response

  03/30/2022

  I am rejecting this response because:my multiple pictures submitted is prove and will speak for themselves and the contents of my damaged items. Please review the photos provided to you. As for pictures you provided which was only ONE picture with my items in your storage truck. I can and will be providing a waiver statement I had to sign before the third party would even move my contents from the ***** storage unit to my new home because the items were so damaged and broken when it was placed in the ***** storage facility again I ask you to review the pictures as they provide proof of my property I have described to you. I will also get and affidavit from the third party moving company to testify all the damage they seen and how it was in the ***** storage unit. I have thousands of dollars of damage to my property and it cant be replaced. I would not pay over ten thousand dollars to o have my items shipped from to ********** to ***** to only have it damaged and I ask for nine thousand back! That simply doesnt make any sense. You mentioned my two TVs which is only a small piece of all the damaged contents but take a look at the pictures and look at the he tx and to box I had it in the pictures speak for themselves. I have worked very hard all my life for what I own and would not seek out compensation for something that Im not rightfully entitled too. For this company to insinuate I would damage my own property then seek money for damages is ridiculous. Your company is severely negligent and not on the up and up when it comes to customer service and I assure you the public will be very aware and warned about your deceitful company 
  

  Business response

  03/30/2022

  We cant open any of the photos. Send them to us at ************************************ You packed your furniture without any pads and protection into the pod and storage. We spent 10 hours protecting and padding everything . 

*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. ↩