Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  **** indicated at the time of delivery pick up on 4/28/24 in ***********, ** that the shipment would arrive at the destinated location in ******, ** in seven (7) to fourteen (14) days. When called **** today, 5/6/24, for a status update regarding the delivery shipment to *********, the **** Representative would not provide a delivery date but indicated they would do their best to have the shipment in ******, **. Our livelihood is tied up in the contents of the delivery and is dependent on the shipment arriving as indicated on the day of delivery pick-up. Resolution of the complaint would be to honor the communication provided by the **** Representative on 4/28/24 and deliver the shipment by no later than 5/8/24.

  Business response

  05/07/2024

  Hello 

  Per our contract, we have 30 business days to deliver customers' shipments, we explainEd that to him, his wife and his son more than at least 30 times... 

  Please see attached signed contract where it does have the delivery window, we also, make sure that we explain that at the pick up date and every time the customer is calling for a delivery update. 

  If the customer was promised differently by the company he booked with, he needs to check woth them not with us.

   

  Thank you

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with MetroHop relocation who uses Household Goods Moving Experts (HGME ****** No. *******) as their carrier to pick up my belongings from ***********, **, on May 30, 2023, and deliver to ************, ** in August 2023. The moving agreement was to include a storage rental of $115/mo until delivery. HGME has insisted I pay them $200/mo instead without any additional service being provided.Since July 3, 2023, I have reached out to what I now understand to be the broker MetroHop to ask that delivery be scheduled for August 9, 2023, 7 times via email and 4 times via voicemail. Two conversations with MetroHop's customer service (on 7/13 and 8/1) I was told that HGME is aware of my request but they do not know when delivery will be possible. I have no other information and no one will respond to me. Earlier, I contacted the ******************************************* (FMCSA) to file a complaint via the National Consumer Complaint Database (NCCDB) and they adivsed HGME is a **********, not ********* company as is reflected as proper contact information on the bill of lading.I have paid $1373.00 to date and will be responsible for the monthly $200 storage fee for as long as they keep my things.

  Business response

  08/17/2023

  Hello,

  we apologize for the misunderstanding!

  By HGME contract, we have 30 business days delivery window, it was picked up on May 30th, and her first available day for delivery is 08/09 ..

  from that date we have a window of 30 business days to deliver her shipment, WE ARE WITHIN THE WINDOW!!!

  We offer 30 days free storage, starting 06/30th we had to charge her  $1/********** fee, we are charging her $200 per month instead of $300 (she has 300cf!

  However, we are working on scheduling a trip going to AR ASAP!

  this case is dismissed ! Please see attached BOL!

  Customer response

  08/17/2023

   I am rejecting this response because:

  1. the agreed delivery schedule is "up to 21 business days from date indicated as first available for delivery"  according to the provided bill of lading. We are currently on day 10 of that agreement. ******* has not made any attempt whatsoever to actually deliver the goods.
  

  2. delivery was requested by email and voicemail to be scheduled on August 9 for 33 days beginning July 3 without any response whatsoever. It is only now they have been reported to ********** of *************** BBB, and Attorney Generals that any activity has happened. Still no scheduling of the delivery has occurred.
  

  3. delivery was requested via phone was on August 7. The broker and official representative of the carrier said the delivery should occur within 10 business days and the carrier would be in touch to schedule. Today is August 17. Another call to the broker and representative of the carrier tells me they have heard nothing from the carrier who claims to be working with DOT to effectuate delivery of items. Still I have not been contacted. 

  Despite numerous attempts to resolve by mulitple avenues, the carrier has not returned my items. This compliant has not been resolved. 
  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pan Transit Van Lines contracted with this company (HGME) without my knowledge. They picked up my stuff and I was charged almost double the cost of what I was quoted originally! Very surprised & extremely unhappy as I only had a studio apt including boxes, (5 pieces of furniture) & a few boxes/items from garage. Then I waited 38 days to have my items delivered! Could not believe it took that long! I was so mad by this point. When they picked up my stuff, they said it was unloaded into a warehouse and then reloaded (into what I thought was going to be a semi- they told me, but turned out to be the same size truck they originally had)! When movers came to unload, they were VERY careless when unpacking/unstrapping items from truck, some things fell and broke. One thing they didn't even tell me was broken until I found out later after they left.. Boxes marked FRAGILE were brought in upside down, edges of boxes were ripped & torn. Overall, no real care taken. Transferring stuff from one truck to another and reloading your items a second time is ridiculous (more chance for damage to items)! I did not know any of this was going to happen until THE DAY OF THE MOVE when they showed up. Fuel charge was est 199.80 and then charged $324.00 by HGME. Origin & destination charges on est $800 and then charged $1700 by HGME. No explanation for the difference! My original estimate with Pan Transit was $2664.82 and I ended up paying $4835 after HGME got involved. EXTREMELY STRESSFUL & OVER-CHARGED SITUATION. I want SOME TYPE OF REFUND.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was quoted by a brokerage company that my move would take 1069 cu.ft. Upon arrival at pick-up, Household Goods Moving Experts deceptively quoted my items would require 1800 cu.ft. of space. I clearly asked the driver (and several sales reps prior) if I would be charged for the space I did not use. I was clearly told no, several times. After pick-up was complete, I noticed the 26ft straight truck was nowhere near full and I took a picture. At delivery, our items were packed in a 35ft trailer along with other deliveries the company was making later. Our items were closest to the exit of the trailer. This shows the moving company knew how much space my items were going to take or else they would not have packed it in this specific trailer, which very clearly did not have even 1069 cu.ft. of space available after packing items for other customers, much less 1800 cu.ft. I have pictures of the trailer prior to unloading and as well as after the entirety of our items were unloaded. There were markings on the wall of the trailer to indicate cubic footage as well as the length of the trailer. Our items were packed the space denoted 20'-35' (15' total space used) and 1510 cu.ft-2506 cu.ft. (996 cu.ft. used). However, we were still required to make payments for the full 1800 cu.ft. I have photo evidence to prove fraudulent activity that is costing me several thousands of dollars. This company is practicing deceptive and unlawful practices under the Minnesota state law 325D.44 and 325F.69. I expect they will be penalized for their actions and I expect a refund for services not rendered. Per the space I used, I should have been charged $5,568.79 but I was wrongfully charged $10.721.72. The contract I signed states "The total estimated charges for service is not a guarantee of the final actual charges - which may increase or decrease based upon actual services performed, quantity of items shipped, accessorial services, destination services, and/or weight of shipment."

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Prior to 5-13-21 we had called Complete Van Lines to move from Minnesota to Indiana. The initial bill was over 7000.00 and that involved a representative on the phone going room by room listing items. A second estimate using the same process increased to $8087.45. When the movers arrived on May 13, 2021, they took pictures and increased the price for the move to $11,487.45. We did not have a choice as we were already packed and needed to leave the house that day to be in Indiana for work. Although Complete Van Lines had been contacted the mover was HGME. HGME delivered our items on 5-29-21. Numerous boxes were damaged along with many items and a complete box of tools is still missing. During the unpacking process over the past several months more and more damaged items have been found. I filed a claim for damage, overcharge and missing items with Moving Claims as directed by HGME. They offered a settlement of 50.00 after overcharging us nearly 2900.00, losing items and damaging many other items. I responded to Moving Claims refusing their settlement and filing an appeal. They notified me they are done with our claim and instructed me to contact HGME directly. I called HGME and was told that I had to file a claim with Moving Claims. I told HGME that I had done that and was told that I had to go through Moving Claims. I located a second address/number for HGME of: **** ******** Pl. unknown city California 9170###-###-####

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was contacted by ****** ****** of Navistar Van Lines with an offer to ship my things from MN to GA at a discounted rate due to a cancellation on one of their trucks. He and I communicated via phone and text and the amount he shared I would pay was a total of $2188.00 ($668 deposit paid on March 1, 2022, $760.00 pickup amount paid on March 29, 2022 and the final amount of $760.00 to be paid at time of delivery). Per his text message to me (which I still have) the cost of the move was a final amount and would no t increase at any time once my tings were picked up. I asked if my job would be brokered to another company and he assured me it would not. My move was brokered to two separate companies and the balance that should have been $760.00 at the time of arrival here in GA is not currently $5117.00!! No one ever came to my home prior to pickup to do a physical assessment of what was being moved (I sent several pictures to Mr. ****** so he could see what was included in my move). The three companies who are apart of this complaint are : Navistar Van Lines based out of FL, Household Good Moving Experts based out of CA, and Precise Moving and Storage based out of AL..

• Initial Complaint

  05/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I initially paid for 1300 cubic feet, which is filling a 26 foot truck approximately 75% full. When Household Goods Moving Experts (HGME) arrived to load, the driver eyeballed my things and told me I had to pay for an additional 500 cubic feet at $4/cubic foot plus a 6% fuel surcharge for a total of an additional $2120. had to use Zelle for part of it and Venmo for the remainder. I couldn't initially find the company on Venmo because they're not registered as a company. It's a personal Venmo they use for business payments. After the truck was loaded, it was less than 70% full. However, I was not provided a refund nor was my bill reduced in any way. I would like the additional $2120 refunded from HGME because I had less than the 1300 cubic feet I initially paid for. HGME lost many of my things. They lost a total of 19 various items of the 223 items they loaded. They LOST 8.5% of my belongings! They provided me a settlement for the lost items but they have refused to answer my phone calls about overcharging me $2120. I just want the overcharge refunded. I have attached the Bill of Lading showing the extra $2000 charged for an extra 500 cubic feet. The 6% fuel surcharge of $120 is included in the $432 shown on the same Bill of Lading

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The delivery driver used some of the most offensive, repulsive language during the delivery. Saying the “N” word and continuing to do so after we asked him to stop. He damaged multiple items and did not follow through on getting everything in the house. Items damaged include; dining room chair, bar stools, gas grill, ottoman, 2 tv’s, gouges in a tv stand and dining room table, lawn chairs and a futon

*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. ↩