Complaints

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a quote on line for 500-900$. I made sure that was going to be the price when he arrived. I told the head guy that a company was helping me pay.After everything was moved he waited until the company that was paying only had 10 min to pay to present the bill of almost 1600 dollars. He lied to them and told the company he expkained everything to me which nothing was said, except that it would be more towards the 800 dollars. Then he talked about a half truck vs a whole truck- nothing said about that! etc.. every time I tried to speak up and tell the truth he told me to " be quiet"! Then he kept degrading me and saying if you hire movers you should have toe money- well we did until they charged us double! so the company that was helping me pay had to look for funds while I felt threatend in my New apartment because he kept degrading me and wouldnt leave without payment, not even stand outside. I even gave them cold drinks and long lunches on my time. This isnt right! They should be held to the contract!

  

  Business response

  03/17/2024

  We regret to learn that the customer was not pleased with his overall experience with our company.
  Our aim is to satisfy all customers, regardless of the circumstances.
  
  Let us review the facts of this situation.
  The customer booked his move in November 2023. Initially, the move was slated for December, but the customer rescheduled his move about 5 times and ultimately moved on 3/15/2024.
  The customer signed the order of service and agreed to our cancellation and rescheduling policy, which states that we have a $69 rescheduling fee. However, we did not charge the customer the fee and worked with him to reschedule his move each time.
  Also, the order of service stated that we charge by the hour and that the customers final bill would be determined by the actual time the move took.
  As stated above, our company has an hourly rate and we charge by the hour rather than by the space on the truck. However, the more items a customer has to move, the more space it will take on the truck and the more time it will take to move it.
  Initially, the customer said that he had a large two-bedroom apartment but did not provide an inventory of items to be moved. Typically, a large two-bedroom apartment should only take up half of a large moving truck. Based on this information, we provided an estimate of 5 hours. However, the customer had a full truck worth of items, which took the movers 9 and a half hours to move.
  Also, the customer informed us that his sister would be paying for the move rather than a company and the customer did not mention that the payment had to be made by 5 p.m. At the end of the move, the customer paid some of the balance in cash and attempted to pay the rest with a credit card that was declined. The movers waited for nearly an hour for the customer to pay his bill.
  Since our goal is to satisfy all customers, the first option would be for the customer to contact our company to see what we can do to make it better. However, the customer never contacted us after his move.
  The customer may still contact our office at any time to see what we can do to work with him to make him happy.

  Customer response

  03/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed .

  first of all they never asked us for an inventory. Secondly Ivdid say large apartment, not small. It took 9 hours because I gave them a couple of breaks one for lunch apparently on my time. If I knew the clock was still running I would not have been so kind. Forgive me for treating people with respect. 

  I only found out this company was going to help me pay the day of. It was a surprise to me too. It was actually a blessing. Who cares how it was paid as long as it was paid! 
  

  If they hadnt taken that long lunch, they would have been done sooner. But I still think they were still trying to draw out the time. With all the lies the lead guy told the company. Then kept telling me to be quiet so they didnt hear the truth. I even asked to speak to his boss and he told me I could not! So there. Dont tell me I never tried to contact them. They demeaned me for getting help paying and treating me with disrespect after I treated the movers with respect. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jemelle

   

   

  

  Business response

  03/29/2024

  The customer should have called the company's office instead of writing lies here. The day after submitting the customer's complaint, we called the customer and refunded the customer the time that she claimed was taken by the movers as a break. Also, we told the customer that we would refund the money to the card used to pay for the move (the card of the company that paid for her move) but the customer insisted that we give her the refund in cash and not the company that paid for the move! The customer signed a settlement form agreeing to the time and money refunded.  Please see the attached settlement.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello, I hired Boston Best Rate movers to move the entire contents of my condo to a storage unit then from the storage unit to my new home in ******* ** on April 2022. The movers and the move went well, but two items were broken. 1. two step stool I need to get in and out of a very high bed. 2. broke the grate of new electric ***** grill. These are not expensive items to replacement and I am disappointed that Boston Best Rate Movers would only allow 1/2 the cost to replace the grate and not the step stool at all. Their movers moved me both ways and they should replace what they broke. I currently have my kitchen step stool in my bedroom so that I can get in and out of bed.

  

  Business response

  11/14/2022

  Hi *****************************, 

  I'm so sorry to hear about your experience with our company, especially as a return customer.
  Our company motto is to make every customer happy no matter what!
  I will have our customer service call you tomorrow or you can call our office at ************ to talk to customer service, and we will sort it out to your satisfaction.
  Again, sorry about all that, but we will make sure you'll be satisfied.

  Customer response

  11/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  03/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business refuses to release my items from there Private Storage Facility unless I sign a document releasing them from liability if my things are lost or damaged. This is the result of me requesting an electrical outlet at there facility to make sure my electronics work. They are now requiring me to pay them $377, up from $99, to meet me at there facility so that I may take my things back.Yesterday the posted (3) false reviews attacking my business.They are now sending false job leads to people on Angies List that are costing these people $160.Electrician, Excavater and Painter to date.I'm asking you to help me get my things back and to urge them to stop attacking my business and innocent people.

  

  Business response

  03/21/2022

  The fact is that you paid us $915. This included the first month of storage ($122.50) when you used us to move you from the apartment you were evicted from in Somerville into our storage in Waltham on April 7, 2021.
  You were then late paying your monthly storage fee every month due to your financial situation, and every month we waived your storage late fees.
  You reached out to us informing us you no longer wished to retrieve most of our belongings, instead you wanted access to retrieve a select few items and leave the rest to us (Our company policy does not allow storage access to customers unless they are picking up all items.). We informed you that we could not do that as getting rid of your belongings will cost money, and thus it is your responsibility to either remove all items or arrange for their disposal. 
  When you asked to pick up your stuff from our storage we informed you that you'll need to pay a docking fee (which is used to cover mover's labor + time to take your stuff out from our storage), plus last month's storage fee that you owed us.
  You refused to pay it because you said that you are throwing your stuff to the trash anyway, except for a few items, so we told you we'd be willing to waive the fees if you sign a settlement form (if you don't pay you can't claim anything from us).
  If you do not wish to sign the settlement form, thats fine, just pay what you owe us. The last month of storage, plus the docking fee.
  All of our storage terms and conditions, and fees, are in the terms and conditions that you signed when you booked your move into our storage, and it's also on our BOL that you signed on the day of your move.
  You are more than welcome to come and pick up your stuff after you either pay what you owe us (month of storage $122.50 plus docking fee $99.00) or sign the settlement form.
  Your refusal to pay or sign is weird due to the fact that you are bringing a junk removal company and you are throwing your stuff out anyway.
  *****, youve been a very difficult customer from day one. Starting with your eviction from your apartment, to the payment of the monthly storage fee, and now the move out from storage.
  At our company, we always go above and beyond to help and to make our customers happy. Thats exactly what we did with you, up to the point that you are trying to take advantage of us.

*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. ↩