Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had Georgia Home Movers move my furniture from house to apt on 10/12/2024 . I noticed late Saturday night that my BEATS pill ( speaker) with case was missing. I had it sitting on the kitchen bar at my apt on 10/11 and 10/12. I have looked in the surrounding boxes near the bar and all over my apt and it was nowhere to be found. I have emailed Georgia home Movers through claims and have not received a response to help with the issue . The speaker was $149.99 and would like reimbursement for the missingItem

  

  Business response

  10/16/2024

  The customer would need to file a police report for the missing items.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello My move happened on 5/31. Here is a picture of my bed post that was broken and the mover replied how that s*** happen. Then he conveniently put it the kitchen so that I wouldnt see it. My name was not published on the BBB website on purpose. Using my toilet at my apartment before getting started to take a dump was unprofessional not to mention calling around to find someone with an active cash app or Zelle account that was not even in the businesses name? My best friend was there and we both looked at each other in disbelief. I have proof of that as well. If I didnt have to move out that day, I wouldve canceled it. I wanted to add these details to my BBB complaint but was too embarrassed!!! Businesses need to do better.Very disappointed ***************************** image0.jpeg

  

  Business response

  09/13/2024

  Hello *******,

  we ask customers file a claim through our website ************************ within the first few days after the move happens. Your move was more than 4 months ago. Well be happy to send someone out and fix the damaged bed piece for you. 

  Customer response

  09/13/2024

   
  Complaint: 22281033
  
  I am rejecting this response because: the mover saw the damages that he caused and was supposed to file a claim or give me that information at the time of the final unload. Fixing it doesnt help me, fair compensation does. 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/13/2024

  Sure we could compensate $40 for the damaged piece. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope all is well. Im reaching out about a reservation made with Georgia Home Movers (GHM) on April 5, 2024. I booked moving and junk removal services to be scheduled for April 26th and April 28th, respectively, in anticipation of a big move. The moving service was completed Friday morning, and I promptly began prepping the unit for the junk removal appointment. While bagging items and bringing them to my front door, a neighbor and her family noticed that I was throwing a lot of things away and asked if there was anything else in the unit that I didnt want to keep. I informed her that I had a bedroom set and couch that I was getting rid of in the next couple of days, and she proceeded to ask if she could have the items for a family member in need. I told her that that would be ok, we exchanged contacts, and she and her family came later that evening to pick up the items. There wasnt anything left in the apartment that needed to be professionally removed outside of a couple trash bags and food items, so I proceeded to call GHM to provide an update that the junk removal services were no longer needed for the 28th. However, when I spoke with ******, he informed me that he was not able to assist with processing the refund for the service and encouraged me to reach out to Claims. I have several issues with the way this ordeal was mishandled. Firstly, I was not made aware of the refund clause during my initial conversation with *****. He neglected to provide that information during the time of the reservation. You would think this would be a priority item to cover especially considering the terms and conditions associated with the service, but it was not. If I was privy to this information beforehand, I would have been a lot more hesitant in reserving the services since the amount due was quite substantial. I was told that I had to pay a deposit of $120 to reserve the moving service, which covers the first hour of the move. I was then informed that I would have to pay the FULL amount of the junk removal service in order to secure the team for the 28th. When I questioned him about the amount, he told me that I had to pay the entire cost of the expected load size that I would be potentially using for the service. At the time, I had a couch and bedroom set that needed to be disposed of. ***** informed that I would roughly use of the truck bed for removal service which equated to $450. I proceeded to ask why I couldnt pay a deposit amount similar to that of the moving service, and he told me that wasnt an option and that the only way to reserve the service was to pay the amount in FULL. This was indeed alarming, but I knew I needed these things done in order to meet my move out date, so I went ahead and booked the services as instructed. I continued to question him and asked if the difference would be refunded to me in the event I use less truck space; he told me yes. The reservation totaled $570 for both services. Back to my phone conversation with ****** when he told me that the amount paid would not be returned back to me. I tried explaining to him that I did not pay a deposit for the junk removal service but the FULL amount. However, he was not receptive at all to that information and proceeded to be dismissive. Since a deposit is termed as a sum payable as a first installment on the purchase of something or as a pledge for a contract with the balance being payable later after a service has been rendered, I felt it was highly inappropriate to dismiss the conversation especially considering the full amount was paid, not a deposit, and also because the services were never rendered. But this was only an accumulation of the terrible customer service I received during this entire ordeal. On Friday, April 26, 2024, two movers arrived at my apartment around 9:40am for my scheduled move. After examining the items that needed to be moved, they proceeded to confidently inform me that since I only had boxes and bins that needed to be moved, the sevice should take way less than the 2 hours allotted. However, after the move began, their toned changed, and I was instantly met with complaints and grunts about the fact that they had to move items down sets of stairs- all of which was told to ***** during our initial phone conversation and made privy to the movers in their attempt to locate my apartment. Not only were they vocalizing their frustrations out loud, but I also was informed that a third mover was scheduled for the reservation but had to be left behind due to his tardiness. This would have been a great help in hindsight considering one of the gentlemen, ***, told me that he had severe back issues and was only contracted to perform light duty work which also meant he could only move a few items at a time. These comments lasted the entire time of the service, and I was constantly reminded of how much of an inconvenience the move was. It escalated to the point that I ended moving my items myself. Not only was I met with constant complaints, but later I found out that they didnt even finish moving all of my items from my old apartment. Items in which I had to personally go back to retrieve and bring to the new unit. Upon my return to my old apartment, I noticed that there were several items left behind including a table, several chairs, cleaning items and the rest of my moving boxes; all of which they were instructed to include in the move. Also, they did not bring up my Sound Bar from the truck. I knew exactly which box it was placed in since I was in and out of the moving truck assisting them with the move. After reviewing the items that were brought up, I cannot find my sound bar anywhere. My best assumption is that it was left on the truck intentionally, especially considering the bulkiness of the item. I highly doubt that it was left behind due to it not being seen or hidden behind other items. I was completely dissatisfied with the service but still left a tip simply for the effort put forth regardless of how minimal it was. At the time, I did not see their performance as a reflection of the company. However, conversations had with ******, myself, and subsequently my wife, I am left with little else to consider.I am requesting a full refund for the junk removal service taking into account the amount paid was not a deposit but the full amount and also because the service was never rendered. I am also asking to be refunded the $60 that was tacked to my total for going 30 minutes outside of the initial 2-hour window simply because this could have been avoided if the service was properly staffed. There were not any valiant efforts made by the movers to get the job done within a reasonable amount of time, and I was only met with complaints and an unmoving feeling that I somehow subjected them to a job that they did not sign up for. Attached are pictures of the items left behind as well as pictures of the items that were moved to my new apartment for contextual purposes.

  

  Business response

  05/22/2024

  Unfortunately we have a no refund policy for any services canceled 72 hours or less prior to the move date. We have made an exception and provided the client with a credit for future service. 

  Customer response

  05/28/2024

   
  Complaint: 21715185
  
  I am rejecting this response because their policy has changed numerous times since my initial inquiry into the matter. On the receipt they advised me to review, it states that a refund is guaranteed if the customer cancels the reservation up to 48 hours after the reservation has been made,which is completely different from the response received to this complaint. Also,during my initial conversation with *****, a sales representative for GHM, he assured me that I would be refunded the difference if I were to use less of the truckload than what was originally planned. So, in theory, though I reserved 3/4 of the truck load size for the junk removal service, if I only used 1/4 of the truck's load size, I would be issued a refund of $330 which would be the difference between the load size reserved and the load size actually used. I think an amicable solution to the issue at hand is for me to be charged $120 for the reservation which could be termed as a deposit. This would cover any costs incurred by the company to reserve a truck and the costs of staffing for the service. I feel this is a fair remedy.
  
  Also, I'm rejecting this response because this is the first time that I am hearing of a credit being applied to my account. Though I have sent numerous communications to their claims department, no one has followed up with me regarding the matter. This is quite alarming,especially considering I have items missing/assumed stolen and the fact that the move was incomplete- all of which I have provided substantial evidence to prove my claims. These are all things that I would think the company would take seriously, but in response, have turned a blind eye. This is not a company I would be using again in the future so the suggestion of a credit being applied to the account will not be sufficient. I simply would like a refund, and Im thoroughly confused as to the methods the company are using in effort to keep money that is not rightfully theirs.
  
  Sincerely,
  
  *******************************

  

  Business response

  05/30/2024

  We have spoken to the customer several times in regards to this matter and relayed all the refund policies over the phone as well as text receipts. At this time our answer to the complaint is complete. 

  Customer response

  06/07/2024

   
  Complaint: 21715185
  
  I am rejecting this response because: Unfortunately, that is literally the reason why I am involving the Better Business Bureau in this matter due to your company's refund policies being inconsistent. This issue is in turn affecting your relationship with your customers. I've attempted to reach an amicable solution by accepting a $120 deduction to the total to cover any for labor and use of the truck bed. However, you all are not willing to find common ground and have continued to be dismissive to my requests. It is completely unacceptable for you all to keep the entire $450 for a service that was never rendered. The credit will also be useless due to me not expecting to need a junk removal service of this magnitude anytime soon considering the bulk of the items I have now being new. Also, I signed a 15 month lease and will be renewing it after it expires due me currently enjoying the community I live in. Furthermore, you all have yet to reach out to me regarding the item I reported missing or given an update on whether or not the issue was even investigated. For the reasons listed and sentiments gained from this whole ordeal, I will not be seeking any additional services from you. The refund policy is very unclear, and we have seen how it changes depending on the person speaking which is very problematic for customers experiencing issues. Because of that, I'm simply asking for a refund for those services not rendered.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/14/2024

  The customer has already filed a credit card dispute which will now go into collections.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1) Lack of strategic packing: It took the moving crew over 4 hours to pack up the storage facility. After three hours, I called **** to inquire about their ETA. He informed me that it was too much to fit into the truck. He said that several chairs would not fit. It took them over an hour to resolve the packing issue, and "make the chairs fit." Of course, upon moving into the storage unit, I had no such issues with ****'s crew. I should not be charged for their lack of skill.2) Lack of strategic unpacking: In lieu of using dollies, the crew unpacked almost every single item by hand. For instance, they brought in a single trashcan and a single fan in two trips. These are simply examples of the inefficiencies that were prevalent throughout my move.3) Failure to follow instructions: I requested that several items, including an antique dresser and mattress be placed into the guest bedroom, but they put them into the other bedroom instead. I had to have family members come and assist me with moving these incredibly heavy items into the right locations.4) Failure to put labeled boxes in the proper rooms: The boxes were labeled "kitchen", "office", "master", etc. In lieu of putting the boxes in the proper rooms, they simply put everything into 2 places upstairs.5) Lack of Unwrapping/Placing ******************* did not unwrap a single item that was shrink wrapped for inspection. Instead, my mother had to unwrap items and move them to the proper wall placement.6) Extended Time for Moving: The move from the storage unit to my home took 50% more time than moving into the storage facility. I believe the delays were based on a lack of strategic moving.7) Inappropriate **************** was joking and laughing about passing gas during the move and stinking up my home.

  

  Business response

  04/30/2024

  We have requested the customer provide proof of damage as well as receipts of damaged items. The customer has failed to do so therefore we cannot proceed with any claims without inspecting the damaged goods first as stated in the moving contract signed by *****************************.

  Customer response

  05/01/2024

   
  Complaint: 21645864
  
  I am rejecting this response because Georgia Movers is lying.  I have provided several pictures of evidence supporting my insurance claim.  I witnessed the crew drop three boxes of fragile kitchen boxes as they were ascending the front stairs of my home.  I explained my frustration and disappointment in the lack of professionalism at the end of the move, and **** provided me with written instructions to proceed with the claim process.  In lieu of honoring the insurance contract, Georgia Movers is seeking to create erroneous requirements that were not shown or made available to me at the time of execution.  Upon requesting a copy of the contract, **** refused.  He only allowed me to take a picture of a single page.  I was not afforded the opportunity to read it at all.  

  Link to evidence: ***************************************************************************************

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

  

  Business response

  05/01/2024

  We follow Georgia Moving laws and at this time we cannot accept this claim.

  Customer response

  05/01/2024

   
  Complaint: 21645864
  
  I am rejecting this response because they have no legal basis to deny the claim.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently hired Georgia Home Movers to move my items from a storage unit to a new home. Some of my boxes were open because I went in and out the storage unit during a 2 week period. During the move Georgia Home Movers staff stole over $7,000 in coats I owned. And a few thousand dollars in shoes. I did not notice the items were missing because I had the largest storage unit and there were a lot of items in my storage unit. After unpacking my boxes, I realized a lot of items were stolen. I also had a book bag that had jewelry in it and items were stolen from the bag. The movers went in my closet and stole high end glasses , necklaces , and watches. I do not recommend that you hire this company. No one took responsibility for the stolen items . It has been a heart breaking and devastating experience to move into a new home and realize that your home has been violated by movers. I currently am seeking litigation upon this company as they do not take responsibility for stolen items according to their owners. Again it has been a nightmare of an experience . I dont want any one else to experience this nightmare. Stay away as these are professional thieves who will violate your trust in a blink of an eye.

  

  Business response

  12/09/2023

  We have requested a police report from this customer and have yet to receive it a month later. Anyone with reported stolen property should file a police report and submit it to the company. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Georgia Home Movers for a home move of 30 miles in Sept 2023. The move was contracted as a one day move that turned into 2 days, which was stressful from the start. This company advertises trained movers which are friendly and careful with your items. That is not what I experienced with my move. I experienced movers that damaged 7 items of large furniture. These were not minor damages. An upright piano is useless as movers broke a leg on my upright piano which they just propped up under the piano which fell in the next few days and a key is not working. Other items damaged include but not limited to: antique coffee table with deep scratches and chunk of wood missing, antique ************, antique china cabinet damaged, broken glass, deep scratches dents in my wood floor. I also experienced sloppy ************** which resulted in more damaged goods as I went about unpacking. The movers were not respectful as they were in a hurry, distracted, and eager to get the job over. They turned a 1 day job into 2 days and overcharged me as they took an extra hour to get to my destination.I have tried to resolve my problems with the company by the following: I contacted the manager on duty the day of my move with my concerns; I took photos and emailed a detailed claims list to claims department; I emailed back and forth with the owner politely stating my demands over a period of 7 weeks. No resolution. I finally sent a certified letter for signature to owner which he refused to sign for. In it I asked for a partial refund. The 2 offers they have made are not sufficient to correct a customer dissastifaction and damage issue i have experienced. Their 2 offers were to pay me $5 for the piano damage as they offer .60 to lb (they estimate piano damage as 8 lbs) or to send their people to repair. I do not want to have people who did the damage repair it. The work needs professionals. I do not recommend this company.

  

  Business response

  12/01/2023

  Hello *****,
  Thank you for providing your feedback which we value from all of our customers. Our goal here at Georgia Home Movers is to provide our customers with efficient and stress free moving service. We understand that there were a few minor damages on your move which you've reported. Our process is simple, after the move is complete the customer has the option to inspect all their belongings and sign off if there are damages or not. In this case the customer signed off that there were no damages after the completion of the move. Days later we received a claim submission from you. Alltough we did not have to do anything about it we still offered to give a payout based on your free coverage of $.60 per pound option you chose for the damages or to send a repair team and make onsite repairs free of charge to you. You have denied both options from us and demanded an amount to settle that doesn't justify the minor damages that you say occurred. Again we stand behind our work and are happy to resolve this matter by sending out a repair team to complete these minor repairs for customer satisfaction. Feel free to reach out to our claims department if you decide to resolve this issue with us.
  Thanks again,
  Georgia Home Movers

  Customer response

  12/02/2023

   
  Complaint: 20943859
  
  I am rejecting this response because these are not minor repairs. For example my piano not only has a damaged key but also a leg that is broken and detached. I reject the idea of the company that damaged my furniture and home repairing them.  And as far as paying me for damages so I can pick a specialist to repair, they offered me $5.  
  
  Sincerely,
  
  *************************

  

  Business response

  12/02/2023

  That is all we can offer at this time or as previously stated a $180 refund.

  Customer response

  12/02/2023

   
  Complaint: 20943859
  
  I am rejecting this response because this would not solve the cost of repairing the damage your company movers did to my belongings and property.  You are attempting to handle this as if you are not a service company!
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired GHM for moving and packing services to move from a 2-BR condo to another condo a mile away. They estimated the move would take about 3-5 hrs. We also bought their supply package. On packing day they arrived with limited supplies. They quickly ran out, called the office to get additional supplies and waited 2-hrs. They then ran out of supplies a second time. We were told the movers would come early the next morning and finish packing, but the next day they arrived 2.5 hrs late. The crew leader was bullying my wife from the beginning and had issues with security in both buildings. They were careless with our belongings. They loaded a dolly incorrectly destroying our wall bed and causing other damages. They caused so many unnecessary delays they couldnt finish loading the truck at the first building by the end of the day. They knew that if they didnt finish the move, what remained on their truck at the end of the day would be trapped for at least a few days as we would have to wait for another freight elevator reservation. They did not finish and left with many of our belongs still on their truck. It was 4 days before the elevator could be reserved again. They charged us storage fees for each day even though they were at fault. They also charged us for extra time and many delays they themselves caused. The owner, ********, told us "we needed to understand that he is the one who calls the shots now. We had no choice but to pay what he charged. We paid $4,415 to move 3/4 of our 2-BR condo 1 mile down the road. As we unpacked we discovered most of our glassware, half of our dishes and many other household items were destroyed. Liquids were not secured. ***** looked like drawers had been turned upside down and dumped directly into them. The damages totaled over $3800. ******** eventually offered a $660 discount if we agreed not to post negative reviews and close out any claims. We declined. We submitted a claim and allowed ample time for a response.

  

  Business response

  04/24/2023

  We have attempted to resolve the issue with the customer previously however they denied our offer as stated in their complaint. We went above and beyond to make the customer happy however we werent able to come to an agreement. 

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct. 26, 2021 I had ** HOME MOVERS move me from one home to another. In the process, the movers damaged my property and I found property missing (not delivered), and damage was done to a ceiling beam. I first noticed the damage to my relatively new dresser and pointed it out to one of the movers (********). He instructed me to file a claim and gave me the email address. As I unpacked, I saw gouges in more wood furniture, broken pieces to a table, a bent k*** on a night stand and the ceiling beam. I took photos and emailed them to GA HOME MOVERS. ******** responded and advised me I had chosen $0.60 per pound on any damage done. I insisted on filing a claim with the company's insurance company. I have not heard back from anyone with GA HOME MOVERS towards any resolution. I paid a total of $1,101.60 for this move. I have bank statements.

  

  Business response

  04/15/2022

  We offered the customer $360 refund based on ****** of damaged furniture with coverage of $.60 per pound back in November of 2021 and to date we have not heard back from the customer. 

  Customer response

  04/16/2022

   
  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,
  
  ***********************

*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. ↩