Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On September 18th, 2024 Mini-Moves moved me and my partner from ******** to ***********. I was assured my belonging would be cared for, citing their experience and guarantees. My belongings were lost, damaged, possibly stolen to the tune of over $20,000 - though they were only insured for $14,000. Despite pictures and extensive documentation, Mini Moves has not rectified the situation and has not been able to find my missing items.
Business response
11/12/2024
Dear *****,
We are truly sorry to hear about your concerns regarding your recent move. We fully understand how important your belongings are, and we have been in regular communication with you, providing updates throughout the entire moving process.
Your items were picked up on September 17th, 2024, and delivered on September 30th, 2024. On the day of delivery, you reported damaged boxes to our **************** Team, and we promptly sent a claim form with instructions on October 1st, 2024. Two weeks later, you notified us of missing items, and we immediately conducted a search. Unfortunately, we were unable to locate the missing items. As advised, we encouraged you to move forward with filing a claim to address any damages or losses.
On October 28th, 2024, we received notice from ***************** that you disputed the charges for your move, totaling $5,311.75. The next day, on October 29th, 2024, you filed a claim for damaged and missing items. According to the agreement you signed prior to your move, any claim for loss or damage cannot be settled if there is an outstanding balance. Please refer to the attached MiniMoves Terms & Conditions, specifically line 2e, for further clarification.
We take your concerns seriously and will continue to review all the details of your case. Once the balance is settled, we can proceed with processing your claim and work toward resolving this matter as quickly as possible.
Sincerely,
******** *****
MiniMoves **************** TeamInitial Complaint
09/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired Minimoves for a move between ************, ** and ******, ** (move # *****). After various issues with the move, including the price being different than agree to, the movers showing up late, and no communication surrounding delivery, my goods finally arrived at the destination in ******. Numerous items were broken, including family heirlooms. The ****** movers informed me that the ************ movers improperly packed certain items and lots other items, such as furniture hardware and peloton pieces. I have attempted to contact minimoves on over 10 occasions, and have not received a response to date. I also have not received my move paperwork, which I have requested on 3 occasions. I have reached out to *********************************, the move coordinator, and her supervisor -- who I have called and email numerous times with no response. I am unable to file a claim because Minimoves will not send me my move paperwork and no one will return my calls or emails. I have over $2000 in damages and Minimoves is totally unresponsive. I am happy to provide photos of the damaged good and copies of the email outreach with no response.Business response
10/04/2022
We are very sorry to hear some of items were damaged during transit by destination provider, and rest assured insurance will cover this. Our team strives to be responsive to our customers and apologize for not meeting your expectations. We have taken corrective action in addressing it, to ensure it does not happen again, and appreciate the feedback. Per our discussion with *****, we have instructed her to complete and return the claim form so we can handle this as quickly as possible for her.
MiniMoves appreciates her taking the time to voice concerns with our **************** Manager. We will work together to make it right!-The MiniMoves Team
Tell us why here...
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.