Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired College Hunks (********** Hunks) for a house move conducted on July 1st, 2024. They damaged the interior of the home we were moving out of and two our best bedroom furniture pieces during the move. I filed a claim that day, claim # ******* and # *******. It's been two weeks and I have had no response from the local mover located at * ********** **** **** ** *********** **, where the moving company is located. I paid the bill in full and asked the crew leader where to call in a claim.

  Customer response

  07/17/2024

  I submitted 7 photos with the original complaint. It's appears they did not get loaded to that document. Our king bed's pedestal to the footboard also had damage. I am unable to add additional photos.

  Business response

  08/14/2024

  Dear ****,
  Thank you for bringing your concerns to our attention. We genuinely regret any inconvenience you have experienced.
  After reviewing your claim, we understand the frustration that comes with discovering damage after a move. However, I want to clarify a few points. Prior to the move, you signed off on the "Shipper's Disregard for Best Practice" form, which included declining the wrapping and preparation of your items. While this decision likely helped expedite the process, it unfortunately limits our ability to accept responsibility for any resulting damages to those items.
  Regarding the damage to the interior of your home, please know that we strive to be as careful as possible during the moving process. However, moving larger pieces, especially in tight spaces without adequate clearance, can present significant challenges. This is why our liability waiver explicitly excludes such situations, as noted on the attached form.
  We sincerely apologize for any inconvenience this situation may have caused. We value your business and hope you understand our position in this matter. If you have any further questions or concerns, please don't hesitate to reach out.
  Thank you for your understanding.
  Warm regards,
  
  Manager, College Hunks Hauling Junk & Moving * *********** **

  Customer response

  08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: I don't recall being provided with a "Shipper's Disregard for Best Practice" form to sign. The moving proposal I agreed to (attached) and paid for included packing materials and labor for such.

  It's preposterous to claim a tight spaces excuse for the damages inside the house. We hired what we thought were moving professionals who should be able to handle this type of work and nothing was mentioned about tight spaces upon the initial walkthrough. The furniture was moved into the house without any issues by delivery companies.

  I tried calling the company numerous times before filing the complaint, but the calls went unanswered and no return called made back to me. 

  Regards,

  ****

   

   

   

   

   

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

  Customer response

  08/29/2024

  Hello,

  Can BBB please elaborate on how they feel the business addressed the issues within the complaint? Is denying they did any damage when two witnesses actually saw some of the damage being done any way to address the complaint in this case? 

  Regards,

  ****

   

   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 11th, 2023 I hired College Hunks to move my things from my house in *** ******** ** to my new house in ******* **. Paid them @ $2300.00 They failed to secure 2 large toolboxes, full of tools. They moved the truck causing both toolboxes to roll out the back of the truck, doing irreparable damage to both as well as most of the tools. Also scratched the screen of my 60inch television while moving. I have called, emailed, sent pictures, filled out all documents they required to reimburse me for all the damage. Nothing has been done. When I call, they put me to someone else, or say someone will be calling. No one ever has. I would like to be reimbursed for all of this damage. They have had more than adequate time and documentation to do this.

  Business response

  12/07/2023

  After several attempts to respond to ******* **** via our claims email, he did not respond. We have a protocol in which needs to be followed and we have yet to receive any photos of the damage to the toolboxes. Once received, he will be refunded the state mandated 60C per LB.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My moving experience with College Hunks Hauling Junk and Moving in June was a complete disaster! From a bait and switch with number of movers AND pricing, to damaged furniture, loading everything wrong, kick-rolling my great grandfather’s antique wine barrel across the lawn, packing items that were supposed to stay, leaving things behind at the house, absolutely rude behavior by some of them. My storage unit is a safety risk to try and sort through as everything is precariously piled on top of each other. The list goes on and on. I have emailed everyone in Corporate and local: Nick Friedman, Omar Soliman, Stephanie Hand, and Kylie Harrington with pictures. No response from them or the claims dept. AT. ALL. Avoid them at all costs. Their estimate is reasonable until they add an extra person, mismanage time, and damage your stuff !! I will be happy to forward you the email I sent them outlining all the details

  Customer response

  07/28/2023

  Copy of email I sent to corporate and local franchise:

  May 31 Mike came by for walkthrough / estimate.
  ·         Informed him that entire house was being moved to 2 storage units. And that certain items were to go into small unit vs large
  ·         Walked through each room identifying every box and piece of furniture as well as outside items and items in shed. To my knowledge (and assumption), he was counting every box and piece of furniture to be moved and included in the quote
  ·         Requested a quote both with and without packing up ENTIRE kitchen (dishes, glasses, baking pans, small appliances etc).
  ·         Quote received and deposit made
  
  June 11/12
  ·         Called Mike to inform him that a dumpster was delivered. I asked if he wanted to come by to look to confirm the truck being able access the house.  He replied that he had no jobs in the area and it was too out of his way to come by.
  ·         I also inquired if the movers were able to make an additional stop to drop of my son’s items to the garage in his father’s condo complex.  He said they could and I was told this would add no more than $100.
  ·         Mike then suggested a smaller truck be added to access the driveway around the dumpster as well as for delivering my sons items.  I told him that it would make sense to load everything going into the smaller unit into the smaller truck as well.  He agreed. And just said to make sure I tell the movers what needs to go into which truck as well as the order.
  ·         I texted Mike pictures of the antique and fragile items that were in the shed,
  June 28 Move date
  ·         The agreed upon plan with Mike: 
  o   1 smaller truck = small storage unit: to be loaded with parents bedroom first, followed by daughter’s designated items, dining table, with my son’s items to be loaded in last in order to be dropped off first at ****** ****. 
  o   Larger truck = large storage unit: all remaining items to be loaded in any order with a few boxes to be loaded last 
  ·         5 movers and 1 large truck arrives at 8:30 am. I asked where the smaller truck was and was told by Si (the manager of the movers) they had no idea a 2ndtruck was supposed to arrive
  ·         I explained that there was one stop and ****** **** that was to be dropped off first. And that the remaining items were to go into 2 storage units. I explained that certain items were to go into the smaller units and they were to be loaded last (and right before my son’s items)
  ·         I then proceeded to show Si and the movers the downstairs room by room, stating all the boxes and furniture in the family and dining room can be loaded any time.  I then showed them the downstairs bedroom clearly stating that this room was to be loaded last 
  ·         Proceeded upstairs: showed them the kitchen, and Si confirmed that he would be packing that up himself.  Showed them the small upstairs bedroom (my daughters’), stating what could be loaded up any time and what had to be loaded into the truck LAST (to go into the small storage unit).  The boxes that were to go in last were literally put into a corner separate from the rest.
  ·         Movers began loading the truck by 9.  
  ·         Around 10:30 was told that a smaller truck was now free to come over and with the additional 6th person it would be an additional $60 an hour. Per Si “It may actually saver you some money on the hourly rate because it will make the move go faster”. I agreed to the extra truck and person, even though it felt like a “bait and switch”
  ·         Around this time, I went to check on progress and discovered that the boxes in my daughters room that were set aside to be loaded last, were wrongly taken and put on the truck. I told Si and a few of the guys to look for them on the truck stating the box identification labels to look for.  A few minutes later I was told that they could not locate them and we could look during the unloading process.
  ·         Around 11:15 I checked on the progress downstairs to discover that the ENTIRE bedroom (approx 20+ boxes) that I clearly stated was NOT to be loaded until the end was empty.  They then offered for me to look on the truck for these items.  There was furniture that was outside of the large truck (I am unsure whether or not they had to unload the furniture in order for me to access the truck and identify the boxes).  I walked on the to truck and couldn’t see any of these boxes I was looking for.  Some of the movers then started to move some loaded boxes on the truck so I could pick out what needed to be loaded last.  Those boxes were so far in the front that I couldn’t find them.  5 minutes into the process, I told them to stop as it took them 2 hours to load everything so far, that it would most likely take another 2 hours to find the bedroom boxes.  
  ·         I overheard the crew grumbling that Mike had “once again” underestimated how long a move will take.
  ·         I told them I would then have to look at every box as it comes off the truck at the storage facility to ensure that the mis-loaded boxes go into the smaller storage unit.  They agreed it would be a better use of time.  Si spoke with Rob (manager) telling him of this situation.
  ·         11:30 the small truck arrives. I thought great, we can now load my son’s room into the small truck. The crew starts to decide on where they want lunch (understandably). I gave them some suggestions on pizza and was told that they didn’t want to pay for delivery.  So instead of paying an extra $5+ for delivery, they send the small truck to go and pick up lunch. The truck was gone for nearly 40 minutes.  Those 40 minutes (that we paid for) could have been used to load up my son’s room, drop that off and be done.
  ·         I texted Mike around 12 to let him know how things were going wrong.  He responded that the crew wasn’t made aware of the items that needed to be loaded last.  Totally false.  He also backtracked regarding the number of trucks stating he only told me that ”most likely” there would be 2 trucks.  Having 2 trucks was fully discussed in our prior conversion on June 11
  ·         I tried calling Mike at 12:45 and no answer.
  ·         He then texted me to also backtrack on what needed to be packed in the kitchen. He texted that the 6th crew member was needed because the kitchen was more that what I showed him during the walkthrough.  This is false: I clearly stated and showed him the ENTIRE kitchen during the walkthrough.  
  ·         We texted back and forth and I finally asked him to please give me a call. NO RESPONSE I never received a a call or a text.  Rob later told me that it was Mike's day off so that's why he didn't respond.  The professional response from Mike would have been a simple text "I am out of the office today.  If you are having any difficulties, please contact my counterpart Rob at XXX phone number"
  ·         As the crew was moving my antique expensive dining table, they banged in against a tree.  It was so loud that my son heard it across the yard.  They literally looked around to see if anyone witnessed it. NONE of the furniture was wrapped for protection until it was out of the house and before it went on the truck.  The table is now cracked at a leg support joint and the edges of the legs are deeply scratched/scuffed.
  ·         It was about this time that Si and the crew started to get annoyed that the kitchen and move was starting to take so long.  I did a walkthrough again and reminded him about the linen closet.  He was like “how much more stuff do you have?”  I said the whole house and the shed and firepit.  He showed me the inventory list the Mike sent him.  It was a very short list and definitely not everything I’d shown to Mike
  ·         I spoke with Rob around 4.  We discussed the situation and I expressed how frustrated everyone was with the lack of communication and disinformation received from Mike. I clearly stated the exact timeline of the morning and what I had requested from the crew as far as loading order.  I was told by Rob that at this point the job would take until 8pm tonight and was assured that it wouldn’t cost more that $4k.
  ·         When they thought they were finished loading up the truck, I asked how they wrapped the fragile items in the storage shed.  Si flipped out like he didn’t know the shed needed to be moved and started yelling at the guys to grab blankets to wrap everything in. I literally showed and pointed out exactly what needed to be loaded from the shed.  I actually started to get a little nervous, one minute he was ok, the next he’s ranting to himself about this job and the “whole house”.  He literally took the wine barrel from the storage shed, slammed it on it’s side and kick rolled it across my lawn.  I told him that is an antique and was my great grandfather's.  His response was, “Why you keeping all this old trash?”.  Then I saw that the crew had moved a metal cabinet out of the shed and loading it into the truck.  I told them that it was supposed to stay. 
  ·         It was decided to go to the storage unit first, then drop off my son’s stuff last
  ·         When we arrived, one of the crew member’s JT, informed me that he spoke with Rob and the cost went up to $5k.  
  ·         Conference call with Rob, my mother, cousin, and Rob.  I clearly stated how the crew was not informed of full specs of the job, how the second truck didn’t show up from the beginning, how they misused the time by messing up the order of loading when I clearly stated first thing how it should go, how Mike never returned my call, how the extra person felt like a bait and switch, and on.
  ·         At the time, we decided to not tip the crew upfront and would take care of them separately at a later date. I informed JT of this plan
  ·         Once payment of $4k was made, I then reminded them that I would let them know which box went into which storage unit (small unit vs big), since they loaded the truck wrong.  I was being extremely nice, trying to give everyone the benefit of the doubt on a long and stressful day.  All I hear are grumblings about “all this for $15 hr”, “this was supposed to a 7 hour job”, “this is crazy”, “no tip”,, "all this sh*t for a $4k job".  And THEN one of the guys stops me and says “hey lady, we don’t have time for you to go through every box and tell us where it goes.  We’re already working longer that we were supposed to.” To which I replied “I understand that, however you are wrong.  I am paying for you to put them EXACTLY where I need them so I can find my things when you’re finished.  If you guys hadn’t messed up to begin with, it wouldn’t have taken so long”  One of the guys actually apologized on behalf of his coworker and said he shouldn’t have spoken to me like that.  Half the crew understood the situation, the other half was angry, and we were all frustrated
  ·         Before I knew it, Si was telling them to just load the boxes anywhere they could fit.  No organization whatsoever.  
  ·         Crew finally finished the storage units a little before 8.  We then proceeded to head to ****** **** for final drop off of my sons items.  My son met me there and I went home.  The crew then had the nerve to confront my son asking for a tip.  He called me and I told him to tell them they would receive it on another day.  They literally told him “it doesn’t work that way” and he had to call me back.  I told him to call my cousin (who is in charge of my mother’s finances) and they left at some point during that call.
  ·         I came home to discover the crew left behind the following: fire pit (was supposed to be wrapped), my baking pans were not packed up, a large window fan (it wasn’t even being used), and a large heavy box containing all the surge protectors, outlet strips, and extension cords.  They also moved a heavy end table into storage that was supposed to stay behind 
  ·         Both storage units are now full with no rhyme or reason as to what is in where, with boxes perched and stacked precariously.  I honestly have no Idea how I am going to sort through them safely
  Please note that as of today, I have not heard from the claims department Rob or Mike  regarding my damaged table, and when the movers took apart my son’s bed, they misplaced the hardware. I am requesting an additional $1,500 to be refunded as well as movers to come and assist with organizing both storage units

• Initial Complaint

  05/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The movers came to my home on April 29th. They removed items from the home that were not to be removed. I provided this list in writing. They left for the day and left windows open in my home, where it then rained inside and got the carpet soaked. Items that were detailed to be removed from my home were left behind. I also found plastic pieces broken off my treadmill that was removed. They were to unload items into a storage unit, but decided that it was too small. I was told on the phone that they would come back on April 30th. On April 30th I was unable to reach anyone to schedule delivery. It's not Tuesday and they won't deliver until my bank can send a cashier's check (tomorrow). On May 1, the moving company decided I could no longer pay by debit card and I needed to obtain a cashier's check. I could not do so until May 3rd. They then told me it's $250/night to hold my possessions and they can't unload until they have availability. They have both the keys to my storage unit, the keys to my pod and a garage clicker to my home. They are continuing to charge me money and insisting I sign an addendum to the contract. I am helpless and they are charging me more every day.

  Business response

  05/16/2023

  ******** move experience started with us as an estimate that was scheduled on March 20th. ****** had requested the estimate to be on the phone, since going on-site for it was not possible for reasons on ******** side.
  With the move factors that were discussed, ******** move was estimated to be 7.25 hours with 3 Hunks at a total estimated cost of $1,879.43.
  ****** had booked the appointment during the same phone call as the on the phone estimate. The service was booked for April 29th. After the crew had arrived on site, the crew leader called the manager on duty right after the walk through to explain how there are a lot more items she wants to be moved relative to the quote / move factors that were discussed during on the phone estimate. The additional items to be moved were then discussed with ****** to inform her the move will cost more than her initial estimate. An addendum was presented and ****** acknowledged the increase in expected cost.
  After a few hours of loading, the crew had contacted CHHJ’s manager on duty to request an additional Hunk to be sent out to help load, for the sake of time and efficiency.
  ****** had left the origin multiple times during the load up, with one instance leaving her 6 year old son alone with the crew without mentioning that she would prior to her leaving. The crew did not know she was leaving at this point and was left to supervise the boy, along with her pets, making it difficult to effectively work.
  ****** had left the origin for the third time at 3:45. This time, taking her son and two pets with her, to bring to her new property. It was not disclosed to the crew that she would not be joining them at the destination (a storage facility).
  The 4 man crew had left the origin at 5:25 and arrived at the destination at 5:45. The destination was ***** ***** *******. Upon arriving, the crew saw that there’s a security gate at the entrance of the storage units. ****** was not on-site, so the crew had called and texted her a couple times to see where she was so that they could get through the gate and start unloading. At 6:15, the crew had called the manager to inform they are not sure where the client is and that they could not get ahold of her. The manager had offered to help them unload for the sake of time and drove to ***** ***** ******* and arrived at 6:30. The manager tried calling ****** himself, which then went to a voicemail stating ******** full name. The manager then found an alternative phone number of ******** online and called her. She answered and the manager explained the situation. ****** was shocked that the crew was waiting for her. The crew informed the manager that they did not know that she was not going to be at the storage unit with them. ****** continued with stating that she had not received anything communications from the crew while they were waiting for her. The manager then read the phone number they tried contacting her with (the phone number that was written in her client profile that was also used for her on the phone estimate) and ****** stated that that number had been discontinued over a month prior (even though the voicemail still stated her full name and she never contacted College Hunks to update the phone number to the new one).
  ****** did not have a code for the security gate at the storage unit. She had thought that the gate would be open until 10:30pm. The gate is only accessible until 10:30pm, and not consistently open like she had thought. ****** and the manager had figured out what the gate code was and the manager got inside to then go to the unit. Upon opening the unit, the manager had realized that the unit ****** had reserved was a 10x15 unit, which would be too small for the amount of items the crew had loaded into their 26 foot box truck. The manager had explained that to ****** and stated that she would have to get a larger or additional unit for her unload to happen. This situation forced College Hunks to hold ******** items overnight, which has a cost of $250 per night (which was also written clearly in the contract she had signed). The manager had told ****** to contact ***** ***** ******* to get another or a larger unit to hold all of her items. Manager told ****** that ***** ***** ******* is closed on Sundays and that she may have to wait until they open at 9:30am on Monday to do so. The expectation
  The manager and crew then left storage facility at 7:15.
  ****** had followed up with the manager and addressed her concerns about the crew leaving a couple items behind (which were not in original estimate and also not possible for the crew to confirm if they were going due to client not being on site to do final walk through and not being able to contact client through phone number provided). The manager then coordinated a crew to go back out to her origin as soon as possible, being Monday morning, to pick up the remaining couple items for client and fix other loose ends.
  During communication, ******** temperament had become increasing rude, hostile, and threatening legal action and filing of a police report against College Hunks and it’s team members, without valid justification. College Hunks maintained professional communications and accommodated ****** as much as possible to make the service be stress-free for her.
  Due to the type communications between ****** and College Hunks, our franchise had chosen to inform ****** that payment will be required prior to the unload. It had become increasingly apparent how upset she was, and our franchise had concerns that we would not be able to receive full payment (or any payment at all) for the value and services rendered for ******.
  The amount due was explained to ******, which accounted for all supplies and services provided on Saturday, April 29th, overnight holds for the items going to Tuesday, and an estimated amount of time for 3 hours for 3 Hunks to unload her items in her storage unit, when the final services were to be provided. It was explained that if the crew took less than 3 hours to unload, she would be refunded for the difference in time that was not used. If it took more than 3 hours for the crew to unload, then our franchise would take the loss on that time. (The crew had taken 2 hours to unload her items on Wednesday, at which time, $219 (the hourly rate for 3 Hunks) was then issued to ****** in the form of a check and mailed to the address she requested it to be mailed to.)
  ****** stated that the manager had stated payment would be required prior to unloading to make things difficult for her. This is not the case at all. This was decided to protect the business from potential refusal of payment after the crew had unloaded the items. In the contract that ****** had signed at the beginning of the service, it states very clearly that College Hunks reserves the right to charge for payment prior to unloading. This is not something we wanted to do, and would have avoided if possible, but this decision was made to protect the well-being of our business.
  On Monday, May 1st, ****** had told the College Hunks manager that he needed to coordinate with the manager, Danny, at ***** ***** ******* to figure out the storage unit size she needed. He proceeded to call Danny and figure it out. ****** then reserved the unit and contacted the College Hunks manager mid-afternoon on Monday stating she got a storage unit, at which time, College Hunks no longer had available crews to do her unload for Monday. At this time, College Hunks manager continued to tell ****** that payment would be required prior to unloading. Assuming College Hunks would unload on Tuesday, the amount due would be $4,324.98. Payment was requested to be paid with a cashier’s check, certified bank check, or money order to protect College Hunks’ business. ****** continued to refused to agree to that, stating she would pay College Hunks after unloading.
  This continued to Tuesday, at which point ****** stated she could not receive a cashier’s check from her bank until Wednesday and that she would also only $3500, and nothing more. The manager responded with stating a money order would work as an alternative, and that College Hunks unfortunately could not unload unless she presented payment in full before the crew begins to unload.
  This lack of agreement continued throughout the day, with other communications expressed from ****** stating she has filed a police report, threats of lawsuit, filings for small claims court, fearful for her safety, and possessions, etc.
  Due to the lack of agreement continuing on Tuesday, the scheduled crew was unable to unload her items, forcing an additional overnight hold into Wednesday. Towards the end of the day on Tuesday, ****** and College Hunks’ manager agreed that the manager at ***** ***** ******* facility would facilitate the exchange of payment and addendum to be signed prior to the crew unloading. The crew had unloaded on Wednesday and did so in 2 hours, instead of the estimated 3 hours, and as explained previous, ****** was then refunded $219 via check for the 1 hour of time not used by the crew to unload for the payment that was received prior to unloading. $219 is the hourly rate for 3 Hunks at the time of her servicing.
  In regards to the damaged item, ****** was told that the damage claims process form would be emailed to her after her service has been completed and College Hunks is paid in full. The process form was then sent to her after the crew unloaded her items. ****** will be compensated per the coverage outlined within the contract that was signed.
  College Hunks works hard to provide a stress-free service for all of it’s clients. This starts with the estimate, proper expectations, and the client being move ready. When move factors change that are not discussed with College Hunks’, along with improper readiness and planning from clients, it makes it difficult to stay within expectations of the initial estimate. There were a variety of factors beyond College Hunks’ control for this situation that caused the move to cost more than what was expected. College Hunks’ worked hard to be as accommodating as possible, given the circumstances, while also protecting the business.

  Customer response

  05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I NEVER left my son alone with the crew.  I went upstairs on a few occasions and he was downstairs.  I NEVER left him alone on site with this crew.  I can provide security footage for you of every time I left the home and he was with me.

  The crew also doesn't remember eating my son's food, or the breakfast AND lunch I bought for them, which they ate, while I was paying them. 

  I made signs for the crew, both written and printed, telling them what was going where.  The outdoor items WERE stated in the original phone conversation.  Of course I was upset when I returned to the home the next day to find them still there.  Items like my bike and kayak were missing.  The keys to my pod, storage unit and garage remote were taken despite be asking them to be left on the counter.

  When I asked about all of this, I was deemed "angry and unwilling to pay".  I understood the move took longer and it would cost more.  However, leaving things behind delayed the close on my home.

  Taking all of the keys denied me access to items I needed.  

  Then, changing the required payment method and charging me $250/night while I obtained the proper payment was extortion.  I did NOT agree to sign their addendum.  However, they said if I did not, they would not give me my possessions.  If you ask them for a copy of it, I signed it "under duress".  

  I absolutely did have security concerns.  There were four guys who were irritated with me and my things were being thrown around.  I'm a single mom and was there with my dogs, cat and son.  I had little to no recourse about the way they were handling things.

  Yes, I am still contemplating filing a police report.  Items that were specifically identified as items not to touch; kayak racks (brand new in box), bike rack (brand new) and a package for the new buyers are all missing.  They won't allow me to file a claim for these as they "check their trucks nightly".  I watched the storage unit be loaded and the items were not there.  My pod has been unloaded and they were not there either.  The new home buyers are going to file a report for their missing package. 

  Finally, they simply did what they wanted and moved items into the storage unit that were supposed to go into the pod; king mattress and bed frame, TV, dresser.  I had to pay someone to go get those items and move them to my new home.  

  I have started the insurance process.  I was told that I'll receive $60 for my $4200 treadmill and they will do nothing for missing items, broken glassware or my metal bed frame that was snapped into pieces. 

  I am more than willing to pay for the hours I used.  However, they charged me to go BACK to the house, even though they forgot the items.  I don't feel I should have had to pay for them to hold the items because they changed the rules. 

  As for the phone number, I called from a land line.  It was unlisted.  I am the victim of domestic violence and while I used the line to call OUT, I NEVER gave anyone that number.  Only my public cell phone number.  The person who booked my move must have recorded it.  I turned it off around the middle of April.  Spectrum's voice mail apparently still worked, but I didn't have access to it at the time of the move. 

  I also provided the whole crew with my phone number at the start of the day in case they had any questions about anything. 

  They chose not to use it and to sit at the storage unit while being paid.

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

• Initial Complaint

  12/14/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  On 11/5 i had an in home estimate done by Mike with College Hunks. I discussed with him that I needed packing and moving services. He walked through my townhouse taking inventory of all my belongings and explained the process to me. He emailed me am estimate which stated the job would take 9-10 hours and estimated$2400. On 12/3 Mike called to confirm the move date of 12/5. He said the packing and moving could all be done in one day. On 12/5 the movers showed up without any supplies to pack my belongings and said they were unaware they would be packing. They also said they were unable to take electronics off the wall and couldn't disconnect the washer and dryer, boner if which was explained during the estimate. The had supplies delivered and the move took 12 hours! The movers left most boxes and belongs in my garages, I had to reassemble furniture and it cost nearly DOUBLE the estimate ($4400)! I reached out to Mike on 12/10 to let him know the job was left incomplete. He offered to have people come back out and finish the job but it would be at my expense. I told him that's unacceptable. He said he would reach out to the owners. On 12/12 I called Mike again because I had not heard back. He told me that the owners authorized him to send people back out but it would be at my expense. He had no explanation for why the job wasn't completed the way I was told it would be and had no other solutions to the problem.

  Business response

  12/29/2022

  Client was given a detailed estimate several weeks prior to her appointment which is emailed over prior to the move being completed. It explicitly states the items being moved/packed and we are available for any questions or concerns prior to the appointment. Once the crew arrived it was evident that there was more than client stated at the initial appointment that needed to be packed. Once this came to light, client was given an addendum of services,(attached) explaining the increase in time and pay. The crew was very courteous and professional the entirety of the move. Client wanted more services completed after the move, but refused to pay for those services. We are a very honest and fair moving company whom fulfilled the description in the estimat

  Customer response

  12/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: Mike from College Hunks thoroughly examined the items that needed to be packed and moved during the estimate; I opened closets and cabinets for him to see the full extent of the items. I was VERY straightforward with the belongings in the house. He explained that all items would be placed in the desired rooms at the new house and furniture reassembled. This was not done! The majority of boxes were placed in the garage and none of the furniture was reassembled. Additionally, Mike assured me that they would "take care of everything" when I asked if there was anything specific they were not able to pack. On the day of the move the movers "captain" Mikey informed need that they could not remove TVs or the washer and dryer. 
  When I reached out to College Hunks after the move I spoke to Chelsea. I explained the situation to her and she said "it's clear we left you with an unfinished job". She reached out to Mike again and he acknowledged that he grossly underestimated the move. He also then informed me that they do not work on Sundays which is why the packing didn't take place prior to the move as discussed. He had no response when I asked why he didn't mention this when he called to confirm the job. I asked to have the job completed and he told me it would be done at additional charges. I should not be responsible to pay additional fees for a job the company promised to do not failed to do so. 

  During the move, the movers were completing amongst each other that "this job is ********".
  

  Their comments are the farthest thing from professional, along with the lack of accountability and follow through. 

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

• Initial Complaint

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were given an estimate of approximately $1000. When the work was done, the bill was over $2000. In addition, we were supposed to receive a receipt for any items that the company was able to donate. I called at least 15 times before I was able to receive any kind of response other than "We will get back to you." They finally sent the receipt for the donations but refused to give us any kind of refund.

  Business response

  10/31/2022

  After speaking with the crew members on this job, the captain was very clear as to our pricing structure and provided all the necessary information prior to the start of the job. An estimate is provided at the beginning of the job and at the completion of the job the captain goes over all the charges and the customer dips or inserts their card agreeing to the job that was completed. The customer was spoken to several times explaining how our company works, and a donation receipt was sent. A refund is not necessary as they were bill appropriately.

  Customer response

  11/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  My wife asked for an estimate before the job began.  She told the company exactly what we wanted taken away--donated to the extent possible.  She was told that the cost would be around $1000.  Based on that estimate, we told the company to go ahead.  Had we known that the ultimate cost would be more than twice that, we would have shopped around and taken an alternative path.

  When the men showed up, we showed them exactly what we wanted removed.  At no time did they give us any idea that they would not be sticking to the original estimate.  

  It was not until the truck was full and the men were ready to leave were we told that the final cost would be more than twice what we expected to pay.

  We still feel we are entitled to a refund.  Because we were told that we would be paying $1000 and went ahead in good faith based on that estimate, we feel that we are entitled to a refund of approximately $1000.

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

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quoted $110 for a service and they basically once they completed the job charged me $285 and told me to call the manager to get an adjustment. Well once I spoke to a manager he said it’s nothing he can do but train the guys on giving me the correct quote and offer me 10% off my next job with them. Then I ask to speak with the owner and he said I’m not allowed to speak with them and hung up on me.

  Business response

  07/29/2022

  At College Hunks we are an HONEST and knowledgeable company. The crew provides an estimate on site prior to loading up the truck, and if the customer does not agree with the price, the crew leaves with no cost to the customer and heads to their next appointment. The client was quoted appropriately with photos to prove on our software system 'slack'. After several phone calls, she spoke to our manager who treated her with the upmost respect and professionalism and explained how our company worked. A 10% coupon was provided, and client was not satisfied with the offer, and before we could provide her with another solution, she hung up

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