Complaints

• Initial Complaint

  09/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  We hired a moving company to take the stress out of our move. We agreed to an 8:00 a.m. start, as our buyers were moving in at 11:00. We moved all items but the big items prior to the moving company arriving. We were quoted on our treadmill, 4 beds, 2 couches, a table and 40 boxes. We called 3 times, and were told they were on the way...The buyers were getting frustrated- the movers arrived after 11:00. We had moved all of the boxes and anything we could move so as to hurry the process. They refused to take the treadmill, and we had to leave the treadmill and hire another company to come and move the treadmill two days after the new home owners took occupancy. Once they got to out new townhome, they absolutely destroyed our stuff. We have over 20 pictures of damages to our property and the walls of our new place. They tossed our safe off the truck, it shattered on the concrete and I had to find all of the scattered contents- They did not reassemble our bed correctly and it is permanently damaged- we did not realize any of this until they left. We filed a claim with their insurance, and have asked several times for an update as the move was July 15th- Once they left, we were billed almost double than they quoted us as they charges our credit card to make the reservation. The movers had lied about arrival and work time- the office manager refunded us based on their GPS records for the extra time, but we have not had any resolve to the damages of our damaged and destroyed stuff. They said they had up to 90 days to process the claim. I simply don't believe anything is being done. It was an absolutely awful experience from start to finish. We hired them to reduce the stress and it created so much more. I have several pictures, but it is not allowing me to upload. I can provide as needed.

  Business response

  09/12/2022

  As customer states, I have been working with her directly. I corrected her billing and sent her a claim form. I explained that the claims process can take up to 90 days because we work with 3rd party vendors. As they are not our employees, we cannot dictate their schedule. I have reached out to her assigned vendor and asked him to contact her as soon as possible.

  Customer response

  10/17/2022

   I am rejecting this response because:
  
  I reject the business response.  No one has reached out with any updates despite my attempts to contact.  I emailed on 9/2/22, 10/5/22, 10/13/22 and today, 10/17/22.
  
  
  Thank you,
  
  ****
  

  
  

  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told a move from New Brighton to Roseville would cost $570 on 1/20/22. I was charged $888.12. My contract number is ******. I had several things damaged and sent a claim form to **************************************** on 3/24/22 along with pictures of the items. That is the last communication I've had. I've tried to e-mail and have left alot of phone messages requesting the status of the claim and can't get a reply. I had damage to a wall, scratched pergo like floor and a 6 foot bookcase totally destroyed. There was other damaged items but I have had those fixed but would like compensation for the three items above. I had movers in 2018 go from a 2 story townhouse to the New Brighton apartment that took half as long and didn't involve any damage. I also e-mailed ***************************** on 2/16/22, I was told he was the manager, I never received a reply. Thank you for your help.

  Business response

  09/12/2022

  ****'s move went over estimate because she had more than 25 boxes disclosed in her estimate. The walk from her apartment to the truck was so long that one mover had to meet the other mover half way along the walk. There was a manager there unlocking the door for crew every time he needed to go through. ***** would not fit in elevator at unload and hallways were narrow and took about an hour trying to get oversized couch through doorway. L-turn at unload. Couch was too tall to stand up. **** did not send pictures with her claim. I informed her that I could not process her claim without them. She asked if she could text them to me. I told her yes. She never emailed or texted them to me. I will process her claim when I receive the pictures.

  Customer response

  09/13/2022

   I am rejecting this response because:
  I did not have an excess of boxes, the couch fit on the elevator at both locations, and I texted the pictures to ********** on March 24. I e-mailed and left a number of voice mails to this same number and at any time Local Motion could have responded.
  
  

  Business response

  09/14/2022

  All phone calls, texts, and emails are recorded. The only calls/text that I have from ****'s number ************ were pictures sent at 4:17pm yesterday (9/13) and one missed call with no voice message on 8/22. The movers submitted boxes and called during the move to inform staff that **** had more items than estimated. Now that we have pictures of her damaged items, we can proceed with her claims.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/13/2022 we had Local Motion help move our stuff to a new house with the promise that our stuff was insured. The movers, on top of many other mishaps, completely ruined a counsel table worth a significant amount of money due to their lackluster care of our stuff. It took many attempts to get access to the claim form, and now its been months with no response to our claim, including emailing the individuals multiple times. I cannot get an answer to my calls or an answer to my emails about my claim.

  Business response

  08/27/2022

  I have searched our system with ******* name and order ID, and have not found a completed claim form. I have resent him the claim link with his order ID so that he can properly submit it. Upon completing the form hit submit, do not attempt to reply to the email as it is a no reply automated email.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Local Motion last summer. They have continued to use our credit card information and checking account information for fraudulent purposes over these past 6 months. They tell us they made a mistake but won't return our money! We have filled a claim with the ** ******************* They told us to also contact the *************************, ************************************* ************************* and BBB. They have charged us three times for the original **** of $2,920.70. They agree the other two were duplicate charges but won't refund or credit our checking account or credit card! They owe us $5,841.40. Please contact them and encourage them to give us our money back. *************************

  Business response

  04/01/2022

  I have been working with Davids wife **** to resolve these issues. Accounting was trying to refund the card  $2970.20 and inadvertently charged it rather than refunding it. After the error was made, I told **** that it would be faster to dispute the charges with her bank, as that is typically the quickest way to get the funds returned. I dont work in accounting, so I couldnt do the refund myself. I spoke with **** yesterday, and she told me she had disputed the charges. I gave her the email and phone number to our CFO as he can resolve her issues. I have also asked him to reach out to her. I apologized for the problems this has caused and let her know that we are working to resolve this, and her money will be refunded.

  Customer response

  04/01/2022

   I am rejecting this response because:
  
  They should send us a check as a refund. In addition to the un approved credit card charge they also took money from our checking account. The *** needs to send us our money back. Saying that Im not in accounting is not an excuse for keeping our money that was illegally taken from our accounts. 

  Customer response

  04/08/2022

   I am rejecting this response because:
  
  The company has not responded and still has our money. 

  Business response

  04/11/2022

  Our CFO ***** said he emailed you regarding your billing and you have not responded. Please reach out to him, as I have also given you both his email and phone number. He needs to know where your bank is at with the stop payment/charge reversal.

  Customer response

  04/11/2022

   I am rejecting this response because: the *** ***** has NOT emailed me. He already cashed the check so we cant stop payment.  Also, they charged our **** card and owe us for that too. They took $6,000 from us and need to send us a check. 
  
  
  
  

  Customer response

  04/11/2022

   I am rejecting this response because:
  
  the CFO ***** has NOT emailed me. He already cashed the check so we cant stop payment.  Also, they charged our **** card and owe us for that too. They took $6,000 from us and need to send us a check. 
  

  Business response

  04/11/2022

  The stop payment was on the credit card, not the check. He needs to know where your credit card company is at with the refund. I have asked him to reach out to you again. Please check your spam folder or call an/or email him with the contact information that I gave you.

*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. ↩