Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used this company to move my home from one city to another, about 20/25 mins away. Mover packed/wrapped and moved the contents of the home. And they moved in and mostly unpacked /unwrapped all the items. Some items, TVs being some of those items they didnt unpack/unwrap. They left them in the boxes and or wrapped in their moving blankets. The next day when the TVs were unpacked my 75 in flat screen was cracked as if it were dropped. I reached out to *****, the lead person I have been in contact w/since before the move to advise. He sent me a claim form 2 days later...after I reach out by email to remind him to send it. I sent the claim form in and for weeks heard nothing back. I reach out again to confirm receipt and he finally responded that yes it had been received. Fast forward to today 0117 (my move was ******), and I am still reaching out with responses not coming at all or not in a timely manner about my TV. I have been without a TV a month now and he basically told me to be patient, these matters take time. I have sent pictures as requested, my bill was paid in full the day of the move ( and they held my check for more than 2wks w/out depositing). The company only communicates to me when I reach out to them for an update. They dont seem to take seriously my claim for a new 75 in TV. I advised them I would be reaching out to the BBB for assist, but that has not moved them AT ALL.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They damaged our special-edition Smeg American Flag fridge during the move due to neglect and wont repair it or compensate for the damage. I paid over $400 for extra insurance but they wont even give me contact info for the policy. I just want the fridge in perfect condition like it started. The frame is bent and the door doesnt hang right. They said cosmetic damage isnt included but that doesnt make any sense. The damage happened on May 10 and Ive gotten nowhere with calls, emails, or texts. The dining table they ruined was repaired as well as it could be but it still doesnt look new like it was. They also ruined our kids beds by taking them apart and putting them back incorrectly and it couldnt be fixed. It was a miserable experience but I just want our favorite fridge back to new condition.

  

  Business response

  11/30/2022

   The claim submitted was for the refrigerator and a dining table and this is the first mention of anything to do with any beds. We sent a furniture repair specialist to repair the table and it was repaired to the clients satisfaction. For the matter of the refrigerator this is also the first mention of anything other than cosmetic damage. Attempts to try and find someone to repair the cosmetic damage proved unsuccessful and an offer was made for the refrigerator. Since the client did purchase the additional insurance and we are unable to repair the item we did offer to buy the refrigerator. In doing so we would take possession of the refrigerator and the client was not happy with that resolution.

  Customer response

  11/30/2022

   
  I am rejecting this response because:
  An offer of $100 is insufficient for the damage done to the refrigerator. Id like the full amount of the insurance back since it was a total joke plus $100. 

  

  Business response

  12/01/2022

  We will gladly give back the amount paid for the insurance which was in the amount of $378.

  Customer response

  12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and though Im still enormously disappointed and dont feel its enough, I accept their offer of the insurance plus $100. 
  
  Thank you. 
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Miracle Movers to assist with moving 7 pieces of furniture from one location in Charlotte, ** to 2 stops in ***********, **. I spoke with their estimator and Facetimed him to show him the pieces of furniture, one piece is an (extremely heavy) antique Steinway piano that I personally have moved multiple times. I explained that it usually takes 3-4 very strong people to move it using ramps (it's on wheels) and showed him the location of the piano in relation to where the truck would be. On 11/19/22, 2 of their movers showed up (I was under the impression it would be 3 movers) and showed them the furniture. I expressed concern that they would not be able to the piano and they assured me they could. One mover asked to use the restroom and disappeared for 30 minutes, during that time his coworker began screaming, cursing, and threatening him through the bathroom door while attempting to move an entire bedroom set on his own, instead of waiting for his coworker. I was about 15 feet away and they then moved closer and kept yelling. They continued to argue in front of my house, did not use the mattress cover I provided, damaged my mattress, said it's okay because it's "just the top of the mattress". They turned the piano on its back, moved it into the grass and realized they couldn't move it. We waited for their manager to arrive and they kept following me around my house to apologize/lie about reasons why they ruined my mattress when I (and my mother who was present) repeatedly asked them not to speak to me anymore. We waited an hour for him to arrive and that point should have already had all pieces dropped off at 2 locations. We then had them drop everything off at one location. They then still charged me $487 after I not only lost the entire day of moving because of them, but was also subjected to their employee's threatening behavior, had my property damaged, and have to hire a new company to move the piano.

  

  Business response

  11/23/2022

  We have investigated this situation and found that ******** is accurate in her assessment. We have terminated the two employees involved and have communicated with the customer that we will be refunding her money. We hate that the services received did not meet the standards at Miracle Movers. We value our customers and their property and strive to right every wrong.

  Customer response

  11/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Miracle Movers of Charlotte, ** broke several items during my move to include an antique china cabinet, a 55 inch *********** and the doors on my refrigerator will need to be replaced. Miracle Movers now will not provide any updates, nor are they assisting me with getting these items repaired/replaced. Any help would be greatly appreciated.

  

  Business response

  06/22/2022

  This customer has been made aware that we have arranged for a repair company to replace the glass on his China hutch and assess any other issues while there. Customer was informed that the third party company will be contacting him directly to arrange a time to go to him and that there is about a two week window currently for appointments. We regret any damages occurred and as always will stand behind our work and will make it right. We apologize there is not sooner availability but it will be taken care of. 

  Customer response

  06/24/2022

   
  Complaint: 17460037
  
  I am rejecting this response because:

  Miracle Movers still has not addressed my broken television or refrigerator.  I have an appointment with **************************** this Saturday.  What are the companys next steps to fix the other items? 

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

  

  Business response

  06/27/2022

  **** *** other company will be collecting model and SS numbers and dimensions as well as pictures. We will follow up after that is completed

  Customer response

  06/29/2022

   
  Complaint: 17460037
  
  I am rejecting this response because:

  Sir, the company you sent to my home only deals with antique furniture.  Per the company, they do not deal with glass (which is the primary concern for my antique furniture), nor do they deal with televisions or refrigerators.  My last response to you was to inquire about the other items aside from the furniture.  While I understand you are waiting on a quote to repair the furniture, we do not seem to be having any luck/communication about the other items.  Can you advise?
  
  Sincerely,
  
  *******************************

  

  Business response

  07/05/2022

  Miracle Movers and the client have reached a financial settlement. Their check is in the mail as we speak.

  Customer response

  07/05/2022

   
  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,
  
  *******************************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DATE: 4/16/22 AND 5/6/22 ******* $6899 (Total damages $8249 less $1350 balance we owe MM for the 2nd leg of the delivery)SERVICE PROVIDED: MOVING AND STORAGE OF PERSONAL HOUSEHOLD ITEMS FROM ONE HOME TO ANOTHER DISPUTE: DESTRUCTION AND NEGLECT OF PROPERTY WHILE IN THEIR CARE CUSTODY AND CONTROL - ******* financial reimbursement for the damages. They have offered to settle the dispute, but not for the total of the damages they owe. There was a missing item that never made it to our home and they failed to address it. We ended up filing a stolen property report with the *********************** who is investigating it. Their offer is for $1978.15 which does not cover all the damages which we have photos, receipts, and estimates for and have provided to their office Manager.4/16/22 - Miracle Movers was hired to pack up and move our personal items from a home we sold, to their temporary storage facility. We paid the company in full for charges for the first leg of the journey in an amount of $4173.14. They stored it for a few weeks, then they moved it from storage into our new home. When our items arrived, they were in severe neglect and damaged beyond repair. The items were not packed nor stored nor moved properly. 5/6/22 Miracle Movers delivered our property to our new home. This is when the damage and destruction and neglect were discovered. Their own employees apologized profusely for the condition of our property, and how it had been mishandled and stored improperly which caused all the damage. This particular crew did NOT damage the items. It was done while in transit from our old home to their storage facility and in the storage facility. We paid a high price for the care of our property which was in complete neglect. Items were never packed properly which caused the damage, as well as personal neglect and theft of our Generator. The police case# is ********** with Cabarrus *************************

  

  Business response

  07/01/2022

  The Client is currently engaging in Theft of Services by refusing to pay his outstanding charges that were due on 6/6/22. He has been told that our insurance company will not process a claim on any order with outstanding charges due. Once the balance is paid in full we will honor any legitimate claim.

   

   

   

  **** La Share GM

  Miracle Movers of Charlotte

*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. ↩