Complaints

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They held my goods hostage until I doubled their price They destroyed several irreplaceable antiques and overcharged me for time not served

  

  Business response

  07/06/2024

  ****, it's disheartening to see the lengths you've gone to tarnish our reputation. From the moment we entered your home, you've hurled insults, made unreasonable demands, and publicly criticized our team. Despite providing you with a quote based on an hourly rate and estimated time and estimated price of $3200, with the understanding of full packing and usage of elevators at both locations, we ended up slightly off the estimated time by $300-400. Our movers followed our standard protocol, consistent with the service we provide to all our clients, many of whom have left us glowing reviews. Regarding the issue of payment before unloading, we take precautions against potential service theft, especially when faced with alarming behavior. It would have been irresponsible of us, as a small business, to risk such a loss. As for the damages, we accept full responsibility for the wicker chairs, the only items damaged during your move. However, the shells left in the box were clearly unpacked by you after we completed the delivery, as evident from the image you provided. Unfortunately, our movers failed to document the prior damage to your 40-year-old armoire, which you used to file a claim with our insurance. Despite your unfounded accusations and evident frustration, we exerted our utmost effort to ensure your satisfaction, even when met with unwarranted hostility. Our dedication to our work and our clients remains unwavering. While we understand you may be facing personal challenges, it's unfair to project your anger onto our business, which operates with integrity and professionalism. We value the trust and satisfaction of our clients, many of whom can attest to the quality of our service and our commitment to excellence. 
  

   

  
  

  Customer response

  07/08/2024

   
  Complaint: 21881938
  
  I am rejecting this response because:

  it is wholly false 

  I spent 3 weeks speaking with the owners associates..

  suddenly the owner  arrives and quotes me 3X what his assistant said ! This was 1/2 mile move and my only concern was the valuable antiques crystal ***** and most of my items were safely boxed by my international movers previously 

  They destroyed thousands of dollars of my property

  He ran a game on me and my linen press just for one has an appraisal value of $8900 their behaviors damaged that value 

  circa 1788

  They were late by 3 hours and I had to leave to meet several people at my new place and they left items everywhere and damaged walls 

  I was forced to give that landlord $890 to cover their damage 

  Then the culture of last minute hostage holding of my possessions so Id be forced to pay double of agreed upon number must be stopped and prevented for others!

  I HAVE TWO WITNESSES WHO WATCHED THIS !!!

  I was told to call their insurance company all completed and they refuse to remit those funds as well..

  They are scammers playing good cop bad cop

  DO NOT LET THIS HAPLEN TO ANYONE ELSE 

  I gave his people a total of $500 in tips with no response and they ran out early before I could see the vast damage they did!!!!

  They shouldnt be allowed to continue these business practices ! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked Haulin Assets to do a move for us and while beforehand everything seemed fine, we ended up losing a sentimental item (Engagement and Wedding Ring) during the move. Under normal circumstances we would have assumed we misplaced the item and that is on us, but since we found the holding box to the rings with the rings missing we clearly knew something was wrong. We contacted Austin who checked with his team and then proceeded to tell us that while he wants to help us, there is nothing he can do since he has no proof that someone took the item even thought the missing ring and the box still being here clearly brings some suspicion. After repeatedly trying to get something done, Austin finally put in a claim for an investigation with their insurance company. They interviewed me once, and then I never heard anything again. I have contacted the ***************** multiple times to check in and have received nothing back. It has been months and still nothing. We are seeking a resolution to this as the insurance company has not paid out anything for the missing items and Hauling Assets has not attempted to reach out to give us updates, or show they have done any work with trying to figure out what happened on their end. There is a police report filed with my county as well against Hauling Assets for the missing item.

  

  Business response

  01/09/2024

  We would like to express our sincere apologies for the unfortunate incident involving your wife's lost wedding ring. We understand the sentimental value and significance attached to such precious items, and we deeply regret any distress or inconvenience this may have caused.
  
  After your move, you had informed us that she had placed her wedding ring in the dresser drawer in the middle of the move without telling you or our movers. While we employ highly skilled and experienced professionals who have been part of our team for a significant period, we acknowledge that there could have been various factors contributing to the loss of the ring. Please be assured that incidents of this nature are exceedingly rare in our company's history.
  
  In our efforts to assist you, we promptly contacted our insurance provider. However, regrettably, the circumstances surrounding the loss were not covered under insurance. We strive to provide the best possible assistance to our valued customers, and we explored all available options within our means.
  
  Once again, we genuinely apologize for the loss of your wife's ring, and we want to assure you that we made every effort to help in this unfortunate situation. The satisfaction of our customers remains our utmost priority. Should there be anything else we can assist you with or any further questions you may have, please do not hesitate to reach out to us.
  
  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The moving company I used was late to my residence and took a very long time moving my loading my stuff, using their cell phones when they could have been moving faster. This resulted in us not getting to my new residence by the end of the elevator window. When I spoke to the lady on the phone that day from the moving company I told her yes we have to be done by 5 PM so please have them come as soon as possible so they did know this and even iff they did not know this, I told *********** still took a very long time to move my stuff which resulted in a mandatory storage Fee. Then I was unable to get ahold of anybody the next couple of days except fora phone call with the wife who interrupted every other word I said and then hung up on me. I also tried texting and email to no Avail. Since they basicay had my stuff for ****** I had to agree to them moving my stuff the next day.. Then I found that they put all of a loose stuff in a gigantic bin and everything was messy and the Christmas tree was crushed. Then I found a big part of wood that was missing off of my TV table which is right in front and so it is visibly unattractive unattractive now and nothing I can do to fix it. One of the workers was also very rude he was sighing constantly when I would ask to put things in a certain room and then he kept leaving them in other rooms used my bathroom continuously without leaving it as it was found and took sodas from my refrigerator. If you count the lateness and the inability to communicate with me over the weekend, comma the damaged items and the rudeness of the workers then I at least don't deserve to pay the 2nd fee that was charged on my credit card Monday. It is very hard to accept the 1st fee from Friday which was a $1000 but in my exhaustion I did accept it and it's on a debit card But the additional **************************************** yesterday I have to dispute and I have to report their bad behavior and lack of professionalism

  

  Business response

  12/07/2022

  
  

  This client, first of all reserved her move with us at 1:30pm. She never asked us to move earlier. She never informed us either of her unloading building having a cut off time for service providers by 5pm. Once we loaded her belongings by 4pm, we went to her new home to unload not know she had a cut off time of 5pm. Mind you this was never let known until her new home informed us upon arrival that she could not move in. So she threw a huge fit and started yelling at our movers, at her new buildings security guards for not getting her way. We let her know that we could store her items until the building would allow her to move in. We gave her discounts on the overnight storage and were nothing but kind and helpful towards her situation. She was nothing but mean and nasty towards us and threatened not to pay the bill and blamed all of her responsibilities on us. The reality of that situation was her stuff gets left at her new building on the ground outside or we offer the more reasonable solution of storing her items after her communicative mistakes. Remember, she put herself in this situation with her new building by not letting us know. Apparently when I talked to her after the move, she informed me that her new building would only let her move within 1:30-5pm. Im thinking she took that literal and though that she could only perform her move at 1:30pm. Makes no sense but I think thats why she booked at 1:30pm. We would have advised to move earlier on the **************** call if she had said something. When we had to collect payment from this lady, she told us we were holding her stuff hostage because the building wouldnt let her move in.. it makes no sense. All of her claims are false and not how things went down at all. 

  
  

  After storing her belongings, we had to come back out to unload the truck. This is not a free service but according to her the service should be free and the storage service should be free. We told her nothing is free but applied small discounts. Now she is saying everything in the world to try and make us look bad and all we did was move her like any other client of ours. But all of our other clients have the common sense to communicate to let us know anything of importance.

  
  

  Nothing was damaged in her home. She sent me pictures of an ikea dresser that was detached from the leg and frame due to it not being put together properly and we did not assemble that ikea piece. It just needs to be tightened properly. But she says its completely broken. It it not broken as you will see in her picture.

  And the Christmas tree is not broken and on top of that, she offered my movers drinks. She should be ashamed for trying to use that as an excuse to defame.

  
  

   Im going to send videos of her character in another email.
  

*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. ↩