Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *************** was paid to pack up our home from ******** and deliver our stuff to *******, where we relocated to. I have attempted to reach them three different times since the incident in question occurred on October 24th, 2024. I have left messages during business hours as well as after hours. All attempts were recorded. Nobody is communicating with me. I left my email address, my name, and my phone number each time as well. I have a plethora of damages to many of my personal items, and I'd like this responsible party to take accountability for that. These are extremely unreasonable and excessive. Three large flat-screen TVs are completely damaged and broken (one wasn't even wrapped properly), a 40-year heirloom dining room chair set, our kitchen table chairs, and our ***** grill on both sides, etc. I filed a police report that night while it was happening and took multiple pictures as these items were taken off the truck. The driver also has his own pictures, and we have a documented list. This isn't a cracked picture frame where accidents happen... this is thousands of dollars in personal items completely mistreated. Our two electronic sofas were propped up sideways and drug across the floor. Our box spring was also drug across the floor. It has black stains all over the top. Our sectional has dirty fingerprints all over it. It's the worst experience with a business I have ever dealt with. And unsurprisingly, nobody will return my calls. **************** is supposed to send me a claim form via email for these excessive damages and I have not received anything yet. I also explained that I would notify the BBB in my last voicemail message if I didn't hear back... Here were are. These aren't accidents. This is excessive and unreasonable. I will be more than happy to provide the police report and all pictures upon request.

  Business response

  12/05/2024

  We picked up and delivered the customer already.   The customer at delivery refused to give back the paperwork that needed to be signed.   We are aware of the damages to the customers belongings.   We have sent claims information to the customer and have advised the customer to file a claim.   Furthermore the customer paid a deposit to Hercules ********************** which is the broker and has charged back the amount of $2462.00.   We feel at this time with the claim settlement amount and the chargeback amount we have resolved this issue to the best of our ability.   If the customer has any further questions they can contact us at ************.

  Customer response

  12/05/2024

   
  Complaint: 22500686
  
  I am absolutely rejecting this response because this complaint was made more than 30 days ago. You responded too late and I dont agree with it anyway.

  At no point in time was paperwork ever refused to the driver. Id like to see that proof. You require proof for claims, so provide this proof to me as well. Your company caused more damage to our personal property than what we paid you to pack it up and move it all. Its the worst experience Ive ever seen. Complete disregard for peoples personal things. And then when they want to complain, you stop answering the phone, blocking phone numbers or whatever it is you do.   
  

  I want to know why your company stopped answering all my phone calls and responding to my voicemails I left requesting claim documentation. This is why I had to file a complaint here. The only time I was able to reach someone was when I called from a different number, ironically. She started screaming at me and still never sent me claims paperwork after she said she would on Monday. This was ********. Im so glad I recorded everything to cover myself. 
  

  I will not discuss Hercules with you as that is not your concern and they are a separate company. You cannot claim appropriate compensation being made as that is not your judgement call.  
  

  This response is completely rejected in every way, shape, and form. 
  

  Theres a difference between accidental damage, and damage that is unreasonable and excessive.

  Business response

  12/10/2024

  We have sent you claims information please file a claim.   The chargeback that you did with Hercules is our concern because ******** is our sister company.   Please be advised on all your contracts you have signed for any missing or damaged items 60 cents per lb which is for all moving companies per the DOT.   If you have any further questions please contact us at ************.

   

   

  Customer response

  12/10/2024

   Complaint: 22500686
  
  I am rejecting this response because it does not address any of the other issues I repeatedly mentioned. Theres a difference between excessive and unreasonable, and whatever your contract says, believe me. 
  

  Why did your company block my phone number and refuse to return any of my many phone calls and voicemails? Is that truly how a company like yours does business? And then when I call from a different number on a Saturday one ***, ******** starts screaming at me for no valid reason and interestingly enough after she said shed send me my claim form documentation and instructions that following Monday, she still never did. Im so glad I have proof of that.
  

  And stop bringing up Hercules thats not your business between you and I, nor your concern.

  Youre a terrible company to do business with and I will NOT EVER recommend anyone to use your moving services ever again. You caused me more damage to all my personal items than what I paid you to move them. A lot more. 

  Lastly, I still want to know where I refused to return paperwork to your driver? That absolutely never happened. I asked that question as well, and you never addressed it. 

  
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service provided by this company was horrendous. My items were almost a week late arriving. Once they arrived they were in terrible shape. (I have pictures of how they were re-packed for the LATE delivery. Jammed into the truck. Many things broken or damaged. In addition the company collected double payment for a job that was not worth a fourth of what they collected. I am still finding damage, etc. I DO have some pictures as well.

  Business response

  12/05/2024

  We have completed the pick up and delivery.  The original estimate was for 300 cube.   We arrived at picked and the customer had many more additional items and the truck became a full truck.   The customer agreed to the price and we gave the customer a discount.   Furthermore the customer after delivery did a chargeback for the deposit amount.  ************* attorney is looking at all paperwork to retrieve the deposit back to us.   Once we retrieve the deposit back to us the customer can file claims for all the damages that occured at the move.   If the customer has any questions they can contact us at ************

  Customer response

  12/05/2024

   
  Complaint: 22315395
  
  I am rejecting this response because:
  It does not address the fact that they received a DOUBLE PAYMENT for their horrendous service.
  Sincerely,
  
  ***** ******

  Business response

  12/05/2024

  The customer provided a first available delivery date.   This does not guarantee delivery on the first as we have a certain amount of time for delivery.  The customer did not pay for expedited delivery.   We were within our time frame.   We will send customer claims paperwork to file a claim.   If the customer has any questions they can contact us at ************.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this moving company through a broker. They picked up the items on 8/13/24 and delivered them on the 21st. They showed up at almost 10:00 pm 8/21/24 and began unloading. Many items were damaged, broken, and/or missing. We have tried to reach out to the company both broker and carrier numerous times by phone and email. When they actually answer they have been beyond rude and have hung up on us multiple times. We contacted a supervisor and asked for his name and he said it was **** ***** and laughed then hung up. His actual name is ****** and he would not give the last name. The driver that delivered the items was the only one who would communicate with us but then after unloading he was asking if it was ok to sleep at the home. That was very unprofessional by all means. We just want a refund for the move and to be reimbursed for damages. All hardware for everything that needs to be put together is missing so the couch, tv stand, shelving and table are all not useless.

  Business response

  09/09/2024

  Regarding your request for a refund, we will certainly review your claim carefully, including the damages and missing items. However, I want to inform you upfront that while we will do our best to address your concerns and offer appropriate compensation, we cannot guarantee a full refund at this time. Each case is evaluated based on the specifics, including the terms of service and the outcome of our investigation.
  Please go ahead and submit your claim, including documentation of the damaged or missing items, and we will ensure the situation is reviewed thoroughly. Once we have all the details, we will be able to provide a clearer idea of the compensation and resolution. We sincerely apologize for the issues youve experienced with your recent move. We deeply regret the damage to your items, the unprofessional conduct of the team, and the difficulties youve had in contacting us.
  We take these concerns very seriously, and I assure you that we will work to resolve this matter as swiftly as possible. Heres how we will proceed:
  Claim Submission:
  To address the damages and missing items, please submit a formal claim. You can provide documentation such as photos, receipts, and a detailed list of the missing and damaged items. Our customer service department will provide you claims information Via email for your convenience.
  Full Review and Action:
  We will investigate the behavior of the staff involved, including the driver and the supervisor, and take appropriate actions. The unprofessionalism youve described is unacceptable and not in line with our companys values.
  Refund Request:
  Regarding your request for a refund, we will certainly review your claim carefully, including the damages and missing items. However, I want to inform you upfront that while we will do our best to address your concerns and offer appropriate compensation, we cannot guarantee a full refund at this time. Each case is evaluated based on the specifics, including the terms of service and the outcome of our investigation.
  Please go ahead and submit your claim, including documentation of the damaged or missing items, and we will ensure the situation is reviewed thoroughly. Once we have all the details, we will be able to provide a clearer idea of the compensation and resolution.
  Please allow the claims department to process your claim and come back with a solution. If you have any further concerns or additional details to provide, feel free to contact me directly, and I will ensure you receive timely updates.
  Again, I am truly sorry for the inconvenience and stress this situation has caused. We are committed to making this right for you.

*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. ↩