Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired ********** to move our belongings. I called *** the night of my household goods arriving on 8/20. I explained to him that there were 2 prints that were numbered of my husbands deployment to *********** that were bent in half and thrown in a box with random items. I also told him of a jewelry box my mother gave my daughter that was broken. She has since died and that is not replaceable. He asked for photos. I sent them. He said he would speak to his team and call me back the next day. The call never came. 8/30 I go to move my dining table and one end completely lifts from the base. My husband calls and talks to ***. My husband explains the table is not very old and was never moved by anyone once it was delivered to our last address. His team were the only people to move the table. They never took the table apart. *** says he will send us a claims form and it will take a couple days as the lady was not there. Pictures were sent to *** of the broken screws we had been finding all over the living room area as well as the table where screws were missing. We had no idea at the time where the screws belonged. The screws will not stay in as it is now stripped. His reply is 60 something cents a pound as compensation for damaged items. I trusted ***, I thought he was a good person. His company was not the cheapest we got a quote from. I just believed in him and that his team would do a good job. I was so wrong and I am saddened by that. I just want him to make it right. Fix my table at the very minimum. The prints are not replaceable. Oh and his response to that was that his guys probably thought they were just some posters. Seriously who cares if it cost $1.00. It should have been handled with care. My husband asked about why he didnt call me back 8/21 and his reply was I retrained my guys. He said he would call. He didnt. Unfortunately at this point his word does not mean much to me.He was paid almost $4900 to move me an hour up the road.

  

  Business response

  09/03/2024

  Hello, after our lsat conversation, where you reported damage to the kitchen table, we sent a claims form to the email address on file. ****************. Please see the email for instructions on how to file a claim for the reported damages. I do remember saying that you would receive a claims form so we can compensate you for any damages that may have occurred. Please check your email and confirm receipt so we can move forward to resolve this. 

  Customer response

  09/14/2024

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is exactly what I expected.  I even stated it in my complaint. Im not happy. Im disappointed in them and myself for the trust I gave them.
  They did send a claims form. It was completed.  However, what I did not expect was that they said we chose a coverage (what coverage, I dont recall any options) and said coverage had a $250 deductible. Since our damaged items were not very heavy we got less than the coverage, so we were to get nothing, but they were going to give us $140 anyway to help. Moving companies should be held accountable for the damages done to items people are not only trusting them to take care of but paying them as well. We are going to take their ridiculous offer and it is ridiculous because we cant even replace 1 item for that. Im not happy and will never trust *** and his company again. I not only paid them thousands of dollars to move my items 1 hour up the road, they also asked for tips when done, knowing they damaged several items. Seriously? Maybe that is common I dont know. 
  
  
  Sincerely, 
  
  
  *****************
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2 2024. We had our furniture in storage with them for 18 months. They moved it from our house and stored it while we were having our new home constructed. When they delivered the furniture to our new home there was quite a bit of damage to some of our furniture. There were also several boxes marked fragile that were crushed. We paid them by check for all previous transactions but they refused to take one for this move. I was forced to pay by credit card as they stopped unloading. We quickly contacted them to let them know about the damage. Their driver also took pictures.They said they had insurance and would either repair or replace the damaged items. From then on we could not communicate by phone, only via email.There were two full truckloads of furniture. They only covered 7 thousand pounds and offered only $145 for damages. The items damaged are worth thousands. They also refused to send a repairman.We tried to hold up the credit card funding and now know why they would not take a check.We want them to fix what they damaged.There are several complaints already filed on this company. They should be out of business.They were very happy taking our money for the past year and a half.

  

  Business response

  02/28/2024

  **************** was offered a settlement based on the level on valuation selected prior to the move day. **************** declined our offer. That offer still stands if he would like to accept it. 

  Customer response

  02/28/2024

   
  Complaint: 21355800
  
  I am rejecting this response because:
  That response from the company is pure fabrication. There was never a valuation done before the move shown to me. There was never a contract signed for this move. Ive requested a copy that they have not provided. This company should be shut down. That is why they insisted on credit card payment I was forced to give as the crew was told to stop the move. They had no problem accepting my checks for the past 18 months. This was done to prevent me from stopping payment. They apparently have so many complaints you cannot speak to them and can only communicate via email.

   

   

   

   

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

  

  Business response

  03/01/2024

  **************** was provided screenshots of the digitally signed contracts that were signed previous to loading his goods during the claims process. ******* sent screenshots of time and date stamped signatures. That signed contract outlines valuation. Would you like an additional copy for proof? 

  

  Business response

  03/06/2024

  Please see attached contracts. One form 2022 that was signed before we began any work. The other invoice is from when the items were delivered this year. 

  Customer response

  03/07/2024

   
  Complaint: 21355800
  
  I am rejecting this response because:

  We never received a contract for the move from their storage in Tampa to our current house in January.  When we requested a copy of the contact on 2/7/24, they sent us via email the contract signed on July 27, 2022.  There was no new contract provided. From July 2022 - January 2024, we were contracted for storage services only.  A new contact for this move should have been provided prior to us for our review and signature before the move. All they provided was an email estimate.  The contract attached is a forged contract. Look at the differences in my signature.  This is blatant fraud.  

  Re: Estimate.  The estimate was significantly lower that the actual charge. When we questioned that, they said it was due to the amount of time it took to load the furniture.  How are we supposed to trust that, we werent there when they loaded it.  They can be fabricating or padding that estimate.

  Originally, we just wanted our furniture repaired.  Now, this is fraud and we want our money back.

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

  

  Business response

  03/08/2024

  *************** is accusing us of criminal fraud. We are ceasing communication through the BBB and will refer this to our legal counsel.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would NOT recommend them, especially for packing. It seems like every other box we open contains a damaged item. I asked for specific care in packing artwork and it was basically just put into a TV storage box without any additional cushioning or wrapping. We also can no longer use our reclining loveseat--they lost the connecting piece to the two chairs so it is unusable--as well as our day bed which has a cracked and broken frame. One of the TV's they packed is no longer working.IF you decide you must use them, please look into additional insurance as whatever was damaged or missing was not covered by the insurance they offer.They may appear to be less in cost because of the way they calculate the cost by weight but in the long run they are more expensive. The "free month" of storage sounds good but if you go over by one day into the next month you are charged the FULL month of storage fees. No pro-rating costs if you take advantage of the free month. Better care should be taken with personal items, regardless of the value. If you entrust them with your things, you should expect to get them back undamaged and useable!

  

  Business response

  02/16/2024

  **************** filed a claim after delivery of his storage claiming damage and missing items. We processed a claim in accordance with the level of coverage selected. The deductible was not met. ******************** claim was marked closed. 

   

   

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I HIRED **** THRU A MAN NAMED **** AND AFTER HIRING **** AND PAYING $1029.00 MARCH 28,23 WE HAD AN URGENT REQUEST FOR ****. I CALLED EVERY A DAY FOR A WEEK BEFORE WE HAD TO MOVE SOMETIMES 2 OR 3 TIMES A DAY AND ***** WOULD ANSWER THE ****** I ALSO LEFT SEVERAL VOICEMAILS TO WITCH NONE WERE RETURNED. BECAUSE OF THIS , AND NOT GETTING THE RESPECT OF A RETURN CALL WE WENT WITH ANOTHER BECAUSE WE THOUGHT WE WERE BEING SCAMMED. WE DID NOT EVEN USE YOUR SERVICES BECAUSE OF OUR FEELINGS OF BEING DUE TO CUSTOMER ********************** NOT RETURING CALLS SO I REQUEST A FULL REFUND FOR THE AMOUNT WE PAID U SINCE SINCE WE COULD NOT USE YOUR SERVICES DUE TO YALL FAILING TO RESPOND TO OUR NUMEROUS REQUESTS. THANK YOU!!

  

  Business response

  04/27/2023

  I am sure this is not our customer. We have no one here named ****, nor have we ever had anyone named ****. We do not do business in ******** and I cannot find any record of a ********************* in our system. I think she has the wrong business, we are located in Tampa, **. I see her address is in ********. Plus I see no payments for that amount around that date. Please help her find the actual company she hired, thanks. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired company to move entire household goods. Upon move our movers dropped grandfather clock causing major damage. The movers representative came to me all apologies that he had dropped the clock and not to worry about it as his employer would take care of the damages. I filed a complaint with the company and they I. Turn refused my claim stating they only covered .60 per pound and the clock did not weigh 100 pounds. I explained that this did not happen in the move while on the truck that it happened in the driveway as they were loading. The company Still refuses to discuss the issues and take responsibility.

  

  Business response

  02/23/2023

  Not sure what client means by refusing to discuss. We processed a claim, which was denied because there was pre existing damage on the glasswork side of the grandfather clock. ************** was explained this when his claim was denied. We cannot be responsible when a piece of glass is already chipped, gouged or cracked before we handle an item.  

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of incident 8/27/22 This all happened today. My family hired movers to move into our new home. The company's name is The Movers ************************************************ Website themoversusa.com. They reached our new home in 2 trucks filled with our personal belongings. They said they were unable to drive the trucks into the driveway safely. They did not even make an attempt to drive unto driveway. This was at 2pm. They waited 2 hours doing absolutely nothing. After hours of deliberation with the manager named ***. We(me and Cal) agreed to have the trucks unloaded at the front of the driveway. The problem is the employees refused to unload our property. (Reason unknown). While on the phone Cal stated he was the owner which isn't true. He also began to berate me over the phone and make false accusations in regards to what actually transpired during their visit. Once the employees refused to unload our property. One employee even stated they quit. They jumped into the trucks and left with our property. *** stated they can not come back today and we would have to wait until Tuesday to get our belongings. He also refused to return due to employees making false claims. There was 6 employees there using profanity and showing aggression. Being verbally abusive to say the least. They left without consent with our property. Threatened to charge us ***** dollars in order to get our property back and refused to bring our property back to our home. Please contact them and have them return our belongings thank you

  

  Business response

  09/07/2022

  We have resolved this issue. The customer has retrieved their belongings and their account has been settled. There shouldn't be any further need to mediate this complaint. 

  Regards, 

   

  ***********************

*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. ↩