Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This incident happened on June 2024. The company is unprofessional and should not be acting as a moving company. They destroyed all my furniture. They were not even able to move everything we discussed. I had two other people including my car full because they were not experienced. They destroyed everything I own including heirlooms from my family passed down. Im traumatized from this experience. They do not even take responsibility for their actions. I have 4 people that saw the incompetence in the moving of my belongings. They dropped furniture, shut the moving door on my furniture. So much that they ripped my leather couches. They didnt know how to pack a moving truck to fit things in accordingly. Im asking for a full refund. That will not cover what they have done. But I shouldnt have to pay for incompetence and such unprofessional behavior.

  Business response

  12/06/2024

  The office manager reached out to ***** ******** on December 5, 2024 to discuss her complaint and both parties agreed to a settlement of $500 to be sent to ***** ********. We sent her the payment via Zelle on December 5, 2024 and I have attached the payment receipt for the records. 
  
  Thank you.  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint about the subpar services provided by Big Ant Moving.On June 2 2024, I hired them for a move that took an excessive 11 hours to transport items from a one-level, 3-bedroom house to a first-floor storage unit. Despite 95% of my belongings being pre-packed in boxes before the team's arrival, the duration was unjustifiably long. Additionally, several promised services were not provided, yet the company acted as if they were doing me a favor by fulfilling the agreed-upon tasks.Issues Encountered:Excessive Duration: The move took an unreasonable 11 hours despite most items being pre-packed.Unfulfilled ********************* failed to deliver on promised services.Damaged Items: Several dishes were broken and furniture was scratched during the move.Miscommunication and Misrepresentation: I specifically informed the company about needing to move a lawn mower. Their team assured me it would fit on the truck without asking for details or inspecting the mower beforehand. On the day of the move, the team called the office before loading and were instructed to proceed despite the company knowing they couldn't transport the mower.Response from the Company:The company's response to my concerns was dismissive and unprofessional. They refused to take responsibility and instead blamed me, the client, for the issues encountered. This blatant refusal to acknowledge their shortcomings and the attempt to shift blame is unacceptable.Desired Resolution:I seek a formal acknowledgment of the company's mistakes and a full refund for the poor service provided. Additionally, I expect compensation for the damaged items and a formal apology for the inconvenience and distress caused.I trust the BBB will assist in addressing this matter and ensure that Big Ant Moving improves their service standards to prevent future customers from experiencing similar issues.

  Business response

  06/21/2024

  **************** had a full three-bedroom residence that went into a 10 x 30 storage unit with a very long carry. It took two trips and two full truckloads. Eleven hours of labor time is not excessive for a job of this type. However, in an attempt to satisfy ******************** complaint at the final unload, we gave him a two-hour discount totaling $290, so he only paid for 9 hours of labor time. Please see the attached final contract documenting this. 
  
  Regarding the lawn mower, during the initial phone estimate with ****************, he told us that he had a riding lawn mower, and we said to him that "we should be able to move it for him." I can supply the phone recording as proof of this if necessary. We made no guarantee that the lawn mower would be moved. On the day of the move, my guys called me and said that it was a large zero-turn mower and would not go up the ramp. Upon hearing this, I personally came out to the job with a separate trailer to move the mower. We did not charge **************** anything additional for the time and extra equipment it took to move the mower. 
  
  We can not be responsible for the damages that **************** sent pictures of. We unloaded his belongings into a mini storage unit. At that time, he signed the contract stating that all items were received in good condition. I do not know who unloaded the storage unit and cannot be responsible for any damages that *** have occurred during that move. 

  Customer response

  06/24/2024

   
  Complaint: 21847301
  
  I am rejecting this response because:
  

  Unfortunately, your response does not address the primary issues I experienced during my move, and I would like to clarify why I do not agree with your statements.
  Excessive Duration:
  While I understand that a full three-bedroom residence requires substantial effort to move, the fact remains that 95% of my items were pre-packed before your team arrived. The move taking 11 hours, even with a two-hour discount, is still excessive given the circumstances. The excessive duration of the move indicates inefficiency on the part of your team, which caused unnecessary delays and inconvenience.

  
  Lawn Mower Miscommunication:
  During the initial phone estimate, I clearly stated that I had a riding lawn mower. Your representative assured me that "we should be able to move it." At no point was it communicated that there might be a size or type restriction. On the day of the move, your team called you before loading, indicating they were aware of the issue. The fact that you needed to bring a separate trailer further demonstrates the initial miscommunication and lack of proper assessment. While I appreciate you not charging me extra for the trailer, this should have been properly planned and communicated from the start.

  
  Damaged Items:
  Your response indicates that you cannot be held responsible for the damages since the items were unloaded into a storage unit and signed off as being in good condition. However, I have photographic evidence showing broken and scratched furniture upon arrival at the storage unit. The damages occurred during the move, and it is unreasonable to absolve your company of responsibility. Signing the contract does not negate the fact that the items were damaged while under your care.

  
  In conclusion, your explanation fails to address the core issues of inefficiency, miscommunication, and damaged items during my move. The offered discount and the steps taken to address the lawn mower issue, while appreciated, do not fully compensate for the poor service and inconvenience I experienced. I still seek a full refund for the unsatisfactory service provided and compensation for the damaged items.

  
  Thank you for your attention to this matter.
  Sincerely,
  
  *************************

  Business response

  06/27/2024

  Our company feels that our last reply covers everything in detail regarding ******************** rejection. We are in the business to know how long a moves takes, not ***************. As explained in the prior communication, his move had a lot of parts to you that caused the time it took and our company feels that time is reasonable for that type of a move.

  As also mentioned in the prior communication, the lawn mower situation was handled by me, the owner and not charged to **************** who at the time was grateful I came out to help get the zero turn mower moved so I don't believe this should be a standing issue as he did not pay for that time and was not inconvenienced. For reference though there is a big difference between a riding mower and a commercial zero turn mower so that should have been mentioned on the phone to our office and not expect us to ask that specific question.  

  Lastly, the contract was signed and no mention of damage was brought up at the time of the unload so as stated all items were received in good condition. 

  With the discount given and the free time given, we feel we have done enough to appease **************** and reject his request for a full refund. 

*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. ↩