Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I first used Big Man Movers on April 17, 2024, with subsequent delivery on April 23, 2024, to our storage unit in *****, *******. Our initial point of contact was ******, to who we relayed all our questions and concerns to regarding anything and everything involving the moving process, including complaints of damages. On the final move day, the 23rd of April, we informed ****** of the damages discovered coffee table glass, a small wooden table, a picture frame, a Sonos speaker, and a missing MacBook. ****** stated he would look into repairing the shattered coffee table glass, and get back to us about the MacBook and Sonos speaker. Up until that point, our experience with Big Man Movers was overall satisfactory, with some issues. The day before moving, we paid for them to send us people to pack up the house for a few hours. They sent us two a lady and an older gentleman. The older gentleman spent most of his time talking to us, during this time, and he did minimal work consisting of hanging clothes from the closet in the box. We notified ****** of our dissatisfaction with the money wasted on that service, yet the lady was perfect.Nevertheless, we saw there was no issue in giving ****** time to reach back to us about our concerns, especially noting our contract specifically stated we had 9 months to file a claim when making them aware of the damages. He informed us that his boss had someone who fixed things for them and could fix the damage. He asked for pics that we sent and even took the broken glass from the table.After some time of not hearing from Big Man Movers since April, in late October I tried to reach out first to ****** several times to file a claim with no response. I then made use of the use to send an email requesting information on how to file a claim with no response. I then called the listed number for the company several times with multiple messages left, only to have someone...(please see attachments)

  

  Business response

  12/02/2024

  This is the first notice we received about any items missing or damaged on your Move from almost a year ago.  Please send all pictures and correspondence from our office or employees to ********************************** and we will follow up immediately on any request.  

  Customer response

  12/10/2024

   
  Complaint: 22580057
  
  I am rejecting this response because: Big Man Movers has not given me the information on how to file a claim for the insurance coverage contractually purchased. Instead, they are offering the same remedy they offered prior with no results, as now they are no longer disputing the fact we made them aware of the damages shown by our text documents sent to them. We have rejected their remedy, as noted in the attachments in detailed email responses. We simply want to be able to file a claim of which we are entitled. 
  
  Sincerely,
  
  ******** ********

  Customer response

  12/11/2024

  Here are additional corresponds I would like to add to the case. I want to be open with what all the communications we have had with Big Man Movers. 

  Customer response

  12/11/2024

  Additional document

  

  Business response

  12/12/2024

  We are responding to the rejection from our offer to fix the 2 items listed from the Inventory.  The Inventory does not have any computers listed and our Insurance will not cover anything not listed on the original Inventory sheet.  Call ****** at the office if you would like us to fix the two items discussed.

  Thx, BMM

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired them to move the contents of a POD in to our new home. The owner of the company, Wesley, and I agreed to two men for two hours. When the time came, the movers arrived. There were three, rather than two. The men that arrived, in discussion, mentioned they were all new and had only been on the job for less than a month which was worrying-I would have thought some sort of supervision from someone experienced would be present but we hoped they knew what they were doing. Within a half hour we noticed they were dragging dolly's, without any sort of protection, against our hardwood floor. Looking at the boxes they put down already in the living room, we saw plenty of scrapes and scratches. We called the owner and expected him to come by to inspect, but he didn't, he just mentioned he would have his wood guy come look at it. At the end of the job, the owner did try to charge us for 3 guys for 2 hours, rather than the agreed upon 2. I had to call him and complain for him to go back to the agreed upon rate. During our conversations, he never had me sign a contract or agreement of any kind. After two weeks and a half weeks without any contact from him or his wood guy, we messaged him after having an estimate done. He immediately became aggressive and insistent on using his guy-he claimed we would have to pay a deductible to go through insurance. His guys would be much much cheaper, supposedly. After speaking to our lawyer, it was suggested that we use the company of our choice and file a claim with his insurance: the repair would be insured and would be up to standard quality. After expressing my concerns to Wesley, he began to threaten me with court, saying we would get nothing if we filed a claim as it would be denied, and went as far as calling me "tough guy" for not acquiescing to what he demands. The professionalism was dropped immediately.

  

  Business response

  11/28/2023

  These three pictures of the same rub mark is for the public to view and it's hard to see with making the pictures bigger.  We provide top notch service for any repairs and you can see from our 15 years in business and reviews that we Never leave any damages unfixed.  This customer decided to write 16 different reviews for this yesterday and then lied about contacting the police because we let him know how the repairs would go and he decided to let his ego get involved and became very unprofessional.  We also have 31 text messages from this individual that shows are complete side of the story.

  Customer response

  11/28/2023

  Floor has additional damage than the pictures provided by the company owner, covered by boxes that were put down by movers. We are still in the process of unpacking and removing them, and have found more problems. The nature of sliding a metal dolly against hardwood floors (from underneath heavy boxes) without protection means some gouges will be immediately visible in front of, or on the side of, the boxes and others will be underneath which requires moving all of the boxes to find.

  The movers did acknowledge, at the time, that they were new and didn't know to put protection down first, which was corrected after we noticed what they were doing.

  I'll update with more pictures but we've found several planks with issues. 

   

  

  Business response

  12/09/2023

  This completion of the repair could go much quicker, but at this time the Insurance company is reviewing the claim and deciding on what solution is best between the repair or replacement of the small scratch in question.  We will update this review once we've gone through the whole process to show the remedy for this and how it eventually wraps up.   Please review all attached files for a determination on what took place that day and the unload of their POD was from the driveway into their 1-story home.   We are still confused on how our covered dollies even caused the scratch, but we will have other attachments showing the final resolution after completion.   12/9/23

• Initial Complaint

  12/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  12/11/22 I am writing to file a complaint about this "move." *********** failed to show or call us on the day of our scheduled and confirmed move. After multiple calls and texts to the number they listed on the estimate to call, I finally received a call back from someone who asked if we could change our moving date- we cannot- there is a penalty for not vacating our rental home on time.I communicated this at the time of the estimate, at confirmation and on the call this morning. We were told that they were trying to find a crew and would get back to me. Only after I sent numerous texts and left messages did I hear back that they were struggling today and so I asked for a small group to at least help with our washer, dryer, beds and a table since these items are too heavy for my husband, kids and I to carry. They said yes they would come over to help. That was at 1:30. By 3:30, I hadn't heard anything, so I reached out again for an update- I got excuses and no timeline. At 4:30, I cancelled the whole thing. I now have had to arrange for a different moving company, pay penalties for not moving on time (as planned) and spent money on a Uhaul to move the less heavy items ourselves. I am a disabled veteran, and chose this mover based on their stated commitment to serving veterans.This was the worst 'moving' experience I have had in a lifetime of moves.

  Customer response

  12/22/2022

  The business reached out to me and we have resolved the issue to my satisfaction. This matter is resolved.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company was hired by my husband to move from the east coast to the west coast. We paid extra for packing services even though I packed most of the house myself. I provided a very detailed inventory list. The movers didn't take the time to properly pack items. They just dumped stuff into boxes. They packaged a 600 dress with dirty outdoor lights. They damaged a 500 painting, my bedroom furniture was scratched up and piece broken off of it, they broke several other items and they left over half of my belongings in our old home. The services provided were very poor, a class of pre K students would have done a nicer job. I am stuck over 36 hours away and unable to get my belongings. It cost me over 5000 dollars to replace the items needed ASAP that were left. We will have to hire another moving company to bring a the rest of our belongings which will not be cheap. I am missing clothing, all cords to televisions and the remotes and parts to my furniture. I have tried contacting the company several times to have them make good on the damages and no one will return my call. What was the point of the detailed inventory list if the company wasn't going to go by it. This has been the most disgusting experience in my life!

  

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/06) */ Contact Name and Title: Salena - Operations MGR Contact Phone: 321-689-5600 Contact Email: salena@bigmanmovers.com Mrs. ********** -- we are sorry to hear you are dissatisfied with your moving to Utah. This is the second time you've attempted leaving a negative review. You recently left a review on our ******** page, which you then later removed after being corrected once presented with the facts & yet here we are, again. Your husband, ****** **********, hired us. He was the one who specifically told us that he only wanted to pay for a 36ft truck (with truck & trailer) and whatever fit on it was what was going, anything that didn't was to be left behind. The original price with your entire load was $25,000 -- we discounted it heavily for the fact ******, your husband, & our owner, Wesley R******* have known each other for over 40 years. We then even went as far as having him sign a release of liability after we sent him pictures of everything that was to be left and he approved those items be left behind. He was our primary point of contact this entire move. The owner, Wesley R*******, even proposed utilizing another truck that we had reserved on standby ready at our disposal. But it was your husband, ****** **********, who told Wesley directly, to not worry about it. That he was planning a trip in May, to come back and retrieve those personal items, an antique vehicle, and firearms. Upon following up with him on how the move went, he told us "everything was good, no problems or complaints, the wife is just unhappy we had to move" & even went as far as tipping our crews substantially. Again, we understand change is hard but please don't drag our company's name in the mud because of your unhappiness. Our crew did an optimal job (affirmed by your husband), & we truly wish you the best. Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was asked to complete the inventory list. My husband didn't check to see what was broken or destroyed in the move. I don't care if told you the movers did and excellent job or not it wasn't his stuff that was destroyed! His opinion doesn't trump the damages done by your movers. I specifically informed your sale contact lady that the most valuable item in the home was the portrait of my dog hanging on the living room wall and that I didn't want it destroyed. The portrait cost me over 500 to have done and done it has water damaged from your crew! I see there is a miscommunication between my husband and I but that doesn't excuse the damages to my furniture, washer, and personal items. Also if I were unhappy about moving I wouldn't have moved and filled for divorce so the comment about the wife is unhappy with the move is irrelevant! Me being upset from the damages to my belongings has nothing to do with my happiness on moving to Utah! My feedback provider is honest and truth so not running your company in the mud. Damages were done to my personal belongings! I have before and after pictures of the items as proof! I don't expect you all to make anything just but it's fair that other people are aware of your service prior to hiring you all. I didn't sign a liability waiver for my items. Also your price of 25000 was 13000 more than all the other companies I contacted. We chose you all because we figured a friend wouldn't screw you over!!! Business Response /* (4000, 9, 2022/04/14) */ We will help resolve any problem that occurred on your Move. Please send all pictures of said items that were broken or damaged so we can proceed with a resolution. email: bigmanmovers@gmail.com Attn: WGR

*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. ↩