Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8/14 I was quoted $358 total for the move of some couches. I was having my couch moved to my brother's house and his couch and chair moved to my house. On 8/15 I signed the contract with that quote on it and paid a $100 deposit. On 8/16 the movers came. They spent a significant amount of time speaking with the office people and me about my payment. The office did not call me even once about this, instead having the movers do it (instead of moving furniture). I was informed that they were attempting to charge my card for $468 dollars. This was over $200 more than I was expecting. When I told them I did not have the money and asked to pay what I was expecting that day and the rest the following Friday, the office (who I called since they still hadn't called me) refused and told me that moving is a "luxury". They told me they would not allow me to take the furniture out of the truck myself and would it finish unloading unless I paid that night. They left with my couch. On 8/17 they charged my card $400. This was unauthorized. I only had the money in the account as I had gotten paid child support just after the movers left the night before. As of today (8/17) I still do not have my couch. The office person I had been communicating with (*************************) texted me saying I still owe a balance and once it is settled she will send me a new contract to sign and will have the couch delivered after all ***** deliveries are done on Monday (8/19). I informed her that I needed it by end of day and she has not responded.

  Business response

  08/28/2024

  Dear *****:  I want to sincerely apologize for any confusion or inconvenience you may have experienced regarding our rates. We indeed communicated the rate information to you multiple times in writing and over the phone, and I regret that this may not have been clear or properly understood.  Our goal is always to ensure our customers are fully informed and comfortable with all aspects of our services. We want to ensure your experience with us is positive and transparent.  We apologize for any frustration this situation may have caused.Your understanding and satisfaction are very important to us.  Unfortunately, we exhausted every effort both verbally and in writing to prior to your move to explain the charges.  We cannot allow any customer to climb on the back of the truck and unload their items. You attempted to pull your sofa off the truck without payment.  ********** supervisor felt this was a dangerous situation for the movers and, due to the fact that you had refused payment, he instructed them to leave.  The sofa was delivered on Monday August 19th after our office was able to secure payment from you.  If you need any further clarification of your charges please don't hesitate to reach out.

  Customer response

  08/28/2024

   
  Complaint: 22158778
  
  I am rejecting this response because:
  I was charged incorrect rates. I was charged more than I was quoted for the fuel charge. I was quoted $99 and was charged $129. Additionally, the office lady I spoke with was incredibly rude. The office also attempted to charge the 3 rate hour prior to the movers ever showing up, telling me they encouraged the movers to take their time (which they did, and they spent time talking to the office instead of the office communicating with me directly) in order to charge more. Also, my $100 deposit was taken prior to the contract being signed that mentioned the mandatory 10% gratuity. That was not clearly mentioned or pointed out before money was happily taken from me. I never received a phone call from the office on move day or after. I had to call which is a horrible practice as it makes the movers take more time. Makes sense that the company would do it that way, to scam me and others out of more money. 
  
  Sincerely,
  
  *********************

  Business response

  09/06/2024

  Attached please find a receipt for a $30 refund.  This represents a refund due for the discount to the fuel surcharge to $99.  In reference to the balance of your communication I have interspersed my responses within the text of your correspondence:

  "I was charged incorrect rates.  I was charged more than I was quoted for the fuel charge. I was quoted $99 and was charged $129" - Refund issued. 

  "Additionally, the office lady I spoke with was incredibly rude. - We have apologized for any unprofessional treatment you may or may not have encountered during this volatile situation with our employees.

  "The office also attempted to charge the 3 rate hour prior to the movers ever showing up, telling me they encouraged the movers to take their time" - This is categorically false.  It does not make sense that we would be successfully in business for the length of time we have been if we had such practices.

  "which they did, and they spent time talking to the office instead of the office communicating with me directly) in order to charge more"  I have reviewed the time stamps, GPS records and the time notations on the contract for your move.  All are identical.  I also reviewed the Order for Service that outlines ALL charges and time calculations along with all the discounts you were provided and found that you were notified in writing before your move at the time of scheduling and also when the crew arrived.  YOU SIGNED ALL OF THESE DOCUMENTS IN MULITPLE PLACES.  You were fully aware of the charges however, it seems that you may have thought our office would wait until the sofa was delivered on the original day and then you could ask for a payment plan or only pay a portion of the total amount.

  "Also, my $100 deposit was taken prior to the contract being signed that mentioned the mandatory 10% gratuity. That was not clearly mentioned or pointed out before money was happily taken from me"  Our terms and conditions are always on our website 24/7 for your review.  The deposit charge and emailed estimate with request to sign were sent at nearly identical times.  AT ANY TIME DURING THIS SCHEDULING PROCESS WE ALLOW OUR CUSTOMERS TO CANCEL, WE REFUND THE DEPOSIT.  Once the estimate is signed we can only assume that you read the entire document before doing so and understood the document.  Again, at any time during this process, had you decided not to schedule, we would have refunded the deposit and taken you off the schedule. 

  "I never received a phone call from the office on move day or after. I had to call which is a horrible practice as it makes the movers take more time. Makes sense that the company would do it that way, to scam me and others out of more money." - Unfortunately, you refused payment so the crew had to stop working until the payment was received.  There is no conversation you could have had with anyone in our office that would have approved free service. 

  It is always disappointing when a move does not go smoothly or a customer attempts non payment.  Thank you to the BBB for helping us bring the matter to a close.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Per moving contract 12/14/2022 with Florida Main Movers Inc., reference #QN13567 all our property and possessions were to be delivered on 01/22/2023 to our home address in ********. On 12/15/2022 a $1500.00 deposit was sent to them. I called to confirm delivery date and balance of $*******. ************************* confirmed the date and payment. On 1/22/2023 around 10:00 a.m., the delivery truck arrived. The driver *********************** was by himself and another worker from the Chicagoland area showed up two hours later. ***** admitted that our 55 inch ****************** was broken prior to putting it on the truck in Florida. In addition, when I inquired about property that was missing he called ************************* for an explanantion. I spoke with **** and he told me that they would replace the television through an Amazon delivery. They were looking for the crate that held our remaining property. Which consisted of over twenty items. I gave in good faith a cashiers check for ******* to ***** on the date of delivery which created a zero balance to our account. Over the past 90 days, I have made several phone calls, text and emails to the company and still we have not received any of our missing items including the television. I filed a police report with the Pasco ***************** Event #********** and spoke with Officer ******* on 4/6/2023. He called and spoke to Florida Main Movers and was told that they were trying to schedule a delivery with ** but they have never called or contacted ** in any way. We have done everything on our end, and we have not heard from them, **** has hung up on ** and ignored any of our emails. We do not have our property as of this date of report 4/23/2023.

  Business response

  05/21/2024

  I completely understand your frustration, and I want to assure you that we are committed to transparency and fairness in our pricing. Our company values integrity and always strives to provide honest quotes and uphold strong moral principles. We take great pride in our service and stand by our word. We do confirm the hourly rate verbally, and we include traveling to and from locations in the billing process. It's disheartening to hear that you feel this way, especially since we aim to provide excellent service, reliability, and expertise. Your feedback is important to us, and we will do our best to address your concerns.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was our second move using this company as we were happy with the first time and the movers that had been sent. The second move January 27, 2023 from Trinity to Land * Lakes was a different story. The movers damaged a nightstand and informed us about it (they need not inform us about other minor damages we found out about when we unpacked and unwrapped other items). They took the nightstand with them for a possible repair and also for the owner to take a look. We were told we would receive a call from the owner. That never happened and we had to spend time and time to call them just to hear one story after another. Most the time calls went unanswered, leaving a VM was also without success. *n March 3 I received a call from ************************* (*wner) asking if a $200 reimbursement would be ok. We agreed and asked if it would be possible to come by and get the nightstand and the check, **** said she would call back so we can agree on either Tuesday or Wednesday to came by. That call back never happened.Calling on of the numerous phone numbers they use go only to voice mail. *n March 8 we went to their business location at ************************************************************ only to find out the location is empty and a for sale sign at the front. A *** driver stopped and told us they moved and nobody knows where they are.At this point I realized why the movers were so keen to receive a final check for the move instead of making us the payment via credit card as with the first move. At this point we have no resolution and have put every effort in to getting this resolved.

  Business response

  06/27/2024

  Dear **************:

  After extensive research I have been able to find a signed receipt for a $350 cash payment to you.  The notes in your file indicate that both you and your wife came to a satellite office location in ********************* in February of 2023.  Unfortunately, it seems the nightstand was a total loss and that you were unable to take that with you.  The original offer of $200 was increased to $350 to reflect the damage to the nightstand.  I am sorry that your experience for your second move was not the same as the first.  Our company has gone through some changes and we are now under new management and ownership.  As it is my goal to make sure both past and current customers get the highest level of customer service I am available for any updates you can provide.  I am available for any further assistance you may need.  Feel free to reach out to me via the BBB or directly.

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Problem: Florida Main Movers (Company) agreed on 9/8/22 (via email from *************************) to provide payment of $500 to compensate for damaged appliances and furniture. The offer was accepted verbally and in writing (email response) on 9/19/22. Promise was made by the Company to make that payment within 30 days. Status: As of 12/28/22 no payment has been received. Background: ****** services were contracted and paid in total at an amount that exceeded $3400. Final delivery was made on 9/2/22.Damage to major items were brought to attention of Company employees at site on 9/2 during process of delivery. Company contact (primary contact *************************) was also notified. Pictures were taken and shared.Follow up email was sent (with pictures) to Company on 9/3/22 notifying them that additional damaged items were being discovered as goods were unpacked (Note: no claims were made for several additional damaged or broken items).Follow-up call was made to Company on 9/7 to **** (she wasnt there; spoke with *****)After most packages were finally inspected, a follow up email along with pictures for major, claimed items were sent to Company on 9/8/22.Company agreed to pay $500 (within 30 days) or otherwise repair damage (90 days or more) by email from ************************* on 9/8/22.The cash offer was accepted verbally and in writing (email response to **** at Company) on 9/19/22.After the 30-day wait period, starting in late October, multiple calls (and emails) have been made to **** to let her know that payment had not been received. Was told each time that someone (namely ****) would get back in touch.To date, there have been no attempts by Company, either by phone or email to provide status updates nor any courtesy follow-up to inquiries (prompted or unprompted).Most recent contact was a phone call made to **** on 12/20/22. A summary of the key discussion points on that call was sent by email the same day. Status: No response as of 12/28.

  Business response

  01/24/2023

  This consumer did not actually move with us, we have refunded them after they cancelled our services.
  
  They did not want a check mailed so we offered to have them come pick up in person, when they did not want a check but cash refund we had them pick up cash refund in person at the Odessa location and had them sign for it. It was on a Monday or Tuesday after December 27th.

  Business response

  01/31/2023

  This consumer did not actually move with us, we have refunded them after they cancelled our services.
  
  They did not want a check mailed so we offered to have them come pick up in person, when they did not want a check but cash refund we had them pick up cash refund in person at the Odessa location and had them sign for it. It was on a Monday or Tuesday after December 27th.

  Customer response

  02/06/2023

   
  Complaint: 18648793
  
  I am rejecting this response because:

  Florida Main Movers claim that no moving services were provided is not valid.
  Payments were made and communication with Florida Main Movers after the move can be verified (that evidence has been uploaded to BBB and detailed below).
  

  Two payments (by check) were made to Florida Main Movers totaling $3414. Those checks are verified as deposited/cashed by Suntrust/Truist (images of the endorsed checks have been uploaded to BBB).
  Check **** for $1924 was written on 8/10/2022 (day of household goods pick up at ********************************************************** *****) and check **** for $1490 was written on 9/2/2022 (the day of delivery to **********************************************).
  As stated prior, damage to major items (washing machine,fridge, table) were brought to attention of Florida Main Movers (company) employees on 9/2 during process of delivery. Primary contact ************************* was also notified on 9/2. Pictures were taken and shared.
  A follow up email (with pictures attached) was sent to Company on 9/3/2022 notifying them that additional damaged items were being discovered as goods were unpacked (Note: no claims were made for these additional damaged or broken items).
  A follow-up call was made to Company on 9/7 to **** (she wasnt there; spoke with *****)
  After most items were finally unpacked and inspected, a follow up email along with pictures for the major, damaged/claimed items was sent to Florida Main Movers on 9/8/2022 (that email was uploaded to BBB).
  The Company agreed to pay $500 (within 30 days) or otherwise repair damage (90 days or more) by email from ************************* on 9/8/2022 (email uploaded to BBB).
  The $500 offer was accepted verbally and in writing (email response to **** at Company) on 9/19/2022 (email uploaded to BBB).
  Following 9/19/2022, multiple calls (and emails) were made to **** to let her know that payment had not been received.
  I was told each time that someone (namely ****) would get back in touch.
  There have been no attempts by ****, ****, or anyone else at Florida Main Movers to contact us (un-prompted) since 9/19/2022 nor have they responded to any (prompted) inquiries on status of the $500 compensation for damages payment they agreed to.
  The last and most recent contact was a phone call made to **** on 12/20/2022. A summary of the key points discussed on that call was sent as a follow-up to **** by email the same day (that email was uploaded to BBB). 
  
  
  Sincerely,
  
  *******************

  Business response

  06/27/2024

  Dear **************:

  After carefully reviewing all of the documentation located for your move service I found that a repair was attempted by our representative.  Since that time our company has gone through new management and ownership changes.  Unfortunately, this limits some of the details I am able to find.  The last notation I found in your file indicates that a credit of $500 was given to you for future moves.  Based on the information in the file Florida Main was able to provide additional moving services and the $500 was credited to those/that move service.  

  I am looking forward to closing this matter to your complete satisfaction.  Please reply through the BBB and let me know if there is anything further I can do for you. Thank you to the BBB for your assistance in resolving this matter.

  Customer response

  07/07/2024

   
  Complaint: 18648793
  
  I am rejecting this response because: No reimbursement was provided as business claims.

  A summary of all of the history of this situation was provided and is attached again.

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

  Business response

  07/22/2024

  Dear BBB and **************:

  Thank you for all of the documentation you provided.  As I stated in previous responses to this complaint, I have spent considerable efforts piecing back together the information that I have from more than 2 years ago!  As I cannot either refute or agree with your version of the events based on all of the information I have in our file it is our decision to honor your request.  I am committed to providing excellent service to both past and present customers which dictates that I comply with your version of the situation.  I would like to give that $500 refund to **************.  Please direct him to contact me at ********************************** so that we can arrive at the quickest method of delivery for the refund.  Thank you to the BBB for assisting us with this resolution.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 16, 2022, Florida Main Movers moved our household goods and furniture from our residence in Odessa, Fl, to our new residence in New Port Richey. During the moving process, the workers damaged our Sleep Number bed in our master bedroom. The job foreman had put the bed together at the new residence, and he came to me and told me there was a problem. He said that he had broken the valve off of the pump and one side of the duel-mattress bed would not inflate. He told me not to worry, because his company would order the necessary parts to fix the bed, and they would be back to my house the following week when the parts arrive. He told me that he already called his boss and gave them the details of the needed parts and that everything is already being ordered. Several weeks passed, and my wife and I still did not have a functioning master bed. On April 6, 2022, we called Florida Main Movers to ask about the repair process. Ruby told us that she had been trying to contact us, and that she needed a photo of the serial number so she could order parts "ASAP," and she would have the repairs "set up in your home by next week.." The next day, April 7, 2022, I sent the photos she requested. Ruby sent me a return email stating that she would order the parts "today and send you a confirmation," and she will "come and install as soon as the parts come in." She never sent a confirmation. On April 27, I again emailed, and Ruby once again told me to wait until the part arrives. I have heard nothing else from Ruby. In May, I ordered a valve for the pump, but when I unzipped the mattress cover, I then discovered that the movers not only broke the valve off the pump, they sliced the air mattress. Both the pump and the air mattress needed to be replaced. I found the parts on eBay, ordered them and fixed the bed myself within a matter of days. I sent an email to Ruby again on June 13 with the receipts, and she failed to respond. The amount of repairs was $307.49.

  Business response

  07/26/2022

  Business Response /* (1000, 6, 2022/07/12) */ Our customers replacement bed pump is being delivered on 8/15/22 (since it was a rare piece it was on back order). Model # ******-DR. We believe this has been addressed and thank our customer for his patience.

*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. ↩