Complaints

• Initial Complaint

  02/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The owners of the company never payed me my last check and I have text message evidence that they refused to sign my check and give it to me.

  Business response

  03/08/2024

  The complaint comes from a contracted worker. He was supposed to repair our 16 box truck. He replaced it with the wrong parts which caused ** triple in repairs. When we asked him to rectify the repair he refused. As for the assault. This situation happened months ago with no charges. No assault happened. Hes upset because we decided to not hire him back

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired Rhino Brothers Moving for our cross country move from ** to PA. We wanted to give our business to a local company and thought ****** at Rhino **** was very professional and reputable (based on customer reviews) when he met us at our home for an evaluation/appraisal for the move. My husband, ***, and I were moving with a newborn and a 2 year-old so we were in need of all the help we could get! We did as much packing as we could but then flew to PA and had Rhino brothers complete the packing process and move our items to PA. Our real estate agent and neighbor was there to help oversee the process in our absence.We got a call the night before the move from ****** saying that they had a lot more than they anticipated (this was after telling us he is an expert at moving cross country and appraising our home/items) and that they needed to add a truck for another $3K. We thought that was bad form but we obviously didn't have any other choice but to agree to the terms.Then on the day we receive our items we are told that the second truck was in an accident and was now at a towing company in OH. We were told it was going to be a headache to get the truck back and we were so overwhelmed/exhausted with a newborn that we agreed to ******' offer of knocking $5K off our bill. Later, once we started to itemize everything on that truck we realized this didn't come close to covering the loss of the items inside. We also later found out from the towing company that ****** lied and that the truck was uninsured and being abandoned. I am filing a separate complaint for the towing company since they tried to extort us to get our items back. We couldn't get our items ourselves unless we paid at least $3K for them (they said they were trying to recoup their loss since they weren't going to get anything from Rhino ****). All in all, it was a terrible experience/bad business and we want a full refund to recoup both financial/emotional damage this has and continues to cause us.

  Business response

  03/08/2024

  We are replying to the conversation that was the initial walk through. The clients decided to move more items then we originally discussed leaving ** no choice but to add a smaller truck. The truck was involved in an accident where he was cut off and the other vehicle hit our truck knocking them off the road. We are in a dispute with that driver. All in all we did refund party of the move. We paid back way over the cost of the items on the truck that included misc yard items, decorations and a set of golf clubs. This was an unfortunate event but we kept to our word and refunded the AGREED on amount. 

  Customer response

  03/11/2024

   
  Complaint: 21359712
  
  I am rejecting this response because:

  In response to the walk through:

  We actually had significantly LESS items than during the walk through since we sold a number of larger items (sectional, dining table, sofa, media console, bookshelf, hutch, dresser to name a few) between the walk through and the move. So again, for being an expert at estimating a cross country move like ours, they failed at that and made us pay the price to start with.

  With regards to the truck accident:

  They were dishonest with us and did not give us the full story (that the truck was uninsured and that the truck driver was driving without a license). We have and are happy to provide a full itemized list of the items that were in that truck including yes, my husbands golf clubs ($4K value alone) along with plenty of larger pieces of furniture (new sofa, coffee table, area rugs, leather chair, desk, desk chair, additional accent chairs/furniture, a faux Christmas tree worth $700, new patio furniture set again, to name a few). They gave us $5K off the final bill but as you can see it didnt come close to covering the cost of lost items and we would not have agreed to that had we known the truth of what happened. Not to mention, the cost of the incredible stress this put on an already stressful cross-country move with a newborn and a 2 year-old. They keep trying to put this on us when theyre the ones who were operating dishonestly and not properly licensed. It should also be noted that they failed to provide a bill of lading, which they are legally required to provide and why it took us so long to get a full account of all the missing items. 

  We hired them to help get all of our items from ******** to ************ and they failed. And not only did they fail but they even went as far as to post an Instagram touting what a great job they did with our move (see attached -- although they have since taken it down once we called them out on it since it obviously wasnt truthful). We have moved more than a handful of times over the last 7 years and have therefore dealt with many moving companies and never have we had such a terrible experience. At this point, we want the remainder of our money back and for consumers to know that they could be risking the same outcome if they hire them for their move.

  
  Sincerely,
  
  *******************************

  Business response

  03/20/2024

  Rhino Brothers Moving rejects this claim. When we made the credit, they agreed to this being final payment.

  Customer response

  03/27/2024

   
  Complaint: 21359712
  
  I am rejecting this response because:

  As stated previously, had we known that this business was operating not properly licensed/insured, then we would not have agreed to those terms. They withheld crucial information and took advantage of us (twice -- first, with the surprise extra truck cost and second with their handling of the accident) knowing that we were in a high-stress scenario. We trusted them and they broke our trust. They are, therefore, not a reputable company and we feel as if we should be further compensated for their failure to do their job. 

  Sincerely,
  
  *******************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 4, 2022, Rhino Brothers Moving LLC came out to load a 26ft Uhaul for my PCS to *********, **. There were 2 adult men and 2 teenagers who came out and I thought were doing a good job! I offered them food, made them feel at home and saw them knock out what I assumed was my belongings properly. NOT EVEN CLOSE! My washer and dryer are aesthetically RUINED! But what;s more disturbing is my haul smelled like marijuana and I couldnt get through ******* SFB, ** to park the haul to avoid an HOA fine. Wrong, I came back to an HOA fine because my neighbors reported me and have video of one of the workers smoking a blunt in my garage blowing it out. When I contacted ******, he said we live in ****** my guys smoke weed lill pay the fine WRONG! Then! I get to my new duty station and low and behold I cant unload because my truck still smells like weed, I have to pay a cleaning fee to haul and I have to store my things in storage until I fog my belongings. I now have to take weekly drug tests due to this companies negligence! If they smoke on the job,on someone elses property! Thats NOT OK and they destroyed my belongings! Some things werent even wrapped and they were glass! They excuse is you only hired us to load, they refuse to issue me a refund and not even an apology. They also had two teenagers working who were 15 & 14.

  Business response

  08/29/2022

  This was an unfortunate incident. However. When we asked ****** for the video so we could present the evidence to the team that loaded her Uhaul, she refused to do so. I did tell her I would refund the *** fine. She never presented the fine to me to pay. She has all these complaints but does not present the evidence so we can actually talk to the team about these issues. She was aware that labor help is sub contractors and not employed by Rhino Brothers Moving and that we do not insure belongings. We do not have control over the way the truck is driven. We told her to provide adequate straps and pads. She remained in ******** for another 2 days loading other items. We do not have proof that the pack job was altered in any way. We did issue her multiple apologies and wanted to call her and provide some kind of positive outcome however she declined our calls every time. 

  Customer response

  08/29/2022

   
  Complaint: 17779348
  
  I am rejecting this response because: I was not aware that they were sub contractors so now two underage children are contracted to work? Hmmm child labor? I will not be giving him the video and I have sent multiple pictures and video we took once we rolled up to the storage unit. I should be refunded for them smoking weed in my property because they know they did it. Have him call me then, but all this evidence theyre requesting they only requested once I told them I was reporting them to you and **** they washed their hands. Hes wrong and since it isnt in writing he thinks he can get away with it. The military paid for this so NO you dont need additional evidence Ive given it all to you. You want the videos of your COUSIN smoking weed on my property take me to court. Give me my refund for my damaged items you damaged while loading and the poor job you did!! I provided what you asked for and then some. You shouldnt even have a license for this! You dont have your workers smoke weed in my property and take his word over mine. Im the customer and i called you for he next day. You want to keep playing this little game cool Ill keep playing ut and take you to court, trust me Ill ask for triple what Im even asking for in the refund and my washer and dryer YOU DAMAGED. 
  
  Sincerely,
  
  ***************************

  Customer response

  09/02/2022

  The military reimbursed me as I used my government travel card so yes! The military paid them. Also they refuse to issue me a refund and I have additional pictures to submit, we will not release the video footage to him because weve done everything else hes asked us for. Also now theyre stating that WE hired subcontractors through them and I never agreed or signed to that or that I wasnt responsible for damages therefore Im entitled to a refund and the damages to my things. 

  Business response

  09/28/2022

  The client is asking us to reimburse her for the cost of her washer and dryer. Her husband has been in contact with us. We will not reimburse her for these items that have scratches only. We do not have proof that the scratches didnt happen due to her driving. Also everybody we hire is an independent contractor. She was provided disclosures which said for her to do a final walk through with the crew leader. She did this and was completely satisfied at this time. Once that happens our job is complete. The fact that she will not hand over video footage further proves to us that what she is explaining is not correct or she would gladly hand it over. We cant complete our investigation into the matter without it. We will not be reimbursing her for her washer and dryer. That works. 

  Customer response

  10/03/2022

   
  Complaint: 17779348
  
  I am rejecting this response because:they actually DONT HAVE SCRATCHES ONLY. The washer and dryer have nothing to do with the weed smoking on my property. THE WASHER AND DRYER ARE WARPED! And I took pictures of them PRIOR and I sent those to you. Also; my dresser and night stands, yeah I sent those to you too. Also, unless I signed anything, its my word against yours and I didnt sign a single thing so therefore I am entitled to this. Did I sign that I was responsible for my driving as youre staying, cuz I wouldnt drive crazy as I was pulling a vehicle, Ill send a picture of it; and couldnt go faster than 55MPH. I also had my child in the cab so try another way to argue this. Ive sent all the pictures, THIS IS ABOUT THE WASHER DRYER AND MY DRESSER AND NIGHT STAND. The weed is the complaint, learn to read. Just cuz you didnt make $10k off of me doesnt mean you get to throw my stuff around and not pack properly! And no one said I was happy, where did you get that from?! I didnt sign anything where you told me you werent responsible for anything damaged, so I got you there too. I can keep going about the legality of it, my lawyer has been more than helpful with the matter so keep trying to play the game or refund me. Easy as that. We can take this to court and Ill ask for TRIPLE what Im entitled to while youre flaunting Ferraris and what not in social media LOL. So how are you going to fix it because if you dont Ill tell you, social media is a powerful tool for your business and with the evidence I have you wont be able to squirm your way out of that so try me. Please do. 
  
  Sincerely,
  
  ***************************

*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. ↩