Complaints

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday 1/29/24, the movers met me at Public storage ***********************, the job started here then to the apartment complex at *****. I was moving from uspstairs apartment at ****** to a down stairs apartment in the same complex. The movers could not figure out how to get the couch downstairs and after almost hour of trying I called my son to help see what they were doing wrong as we had recently moved the couch upstairs. He said to turn the couch around and bring it down at an angle. They could not accomplish this so they took the door off. I noticed that the walls were scratched up and my leather couch's tan color lined the walls as well as blood from one of the movers arms. I showed the mover she said that "you should have moved it yourself" At this time I excused myself and immediatly called College hunks and got the call center. I said that I was extreemely unhappy and that they ruined the walls and couch. They said someone would call back. When I retuned to the apartment one of the movers was on the phone with the office telling them, she was following my instructions which was a huge lie. I could not believe that the ********* office did not call me. I complained, they could not do the job properly so they unloaded the entire truck in the parking lot. Forcing me to rent a truck. Damaging every single piece of my furniture in the process. They dragged my leather couch across the asphalt and made huge scratches. The rolled up rugs were black from the asphalt and ripped off the binding on my most expensive wool rug, I included as many pictures as I could. I am senior citizen, I felt bulled by these 2 women. I spoke with Mangagement the same day and she said there would be an investigation. That was over 2 weeks ago. They did not leave me any documents. I called last Wed and customer services said the move was cancelled! When I told them I had pictures they said they would open a claim and be in touch in 3 business days. Its been over 5 and nothing.

  Business response

  03/01/2024

  We spoke with ****************** the day of her move as we were trying to resolve her issue for her. Due to the vulgar language, inappropriate behavior, and the verbal threats; her move was only partially completed. When trying to complete the investigation, ****************** would not answer any questions about the move to help in her investigation. We do have the phone calls recorded of ****************** yelling at the agent trying to assist her and gather information. ****************** disconnected the call multiple times when trying to speak with her to come up with a resolution. 

  Due to the photos taken prior to the start of the move, multiple pieces of her furniture was damaged prior to us arriving. She also had several people in her home moving items prior to us starting the move, which the damage on her walls was already there. We did offer suggestions and recommendations for cleaning the walls as she asked the movers during the initial walk through. 

  After conducting a thorough review of her claim, our findings indicate that while we always strive to handle our clients' possessions with the utmost care, the circumstances surrounding this case have led us to conclude that the damage occurred before our services started. This decision is made based on the information available to us at this time of her move.

  Customer response

  03/13/2024

   
  Complaint: 21300764
  
  I am rejecting this response because:

  Their response is outrageous and untrue. I did not have anyone helping me. On the day of the move I met them at Public Storage on Green ****** parkway. The movers emptied my storage and we headed over the the Tesora apartment where they were to move a bed and a couch into the packed truck and then empty the contents at the new apartment across the parking lot. When it took the movers an hour to almost get my couch downstairs I checked on what was taking them so long. I saw the the walls were marked up and suggested they talk to my son. He had recently moved the couch upstairs for me. The one mover said "you should have done it yourself". The other worker said she would take the door off. I called the HUNKS dispatch to report that I was unhappy that they were taking so long, scratched up the walls and my couch. The dispatcher from HUNKS called the movers not me, they said that they were following my request on how to take the couch down the stairs Upon hearing this, I asked the mover why she was lying right in from of me.  There was no profanity used. I was quite upset and raising my voice. When the dispatcher called me, she said there would be an investigation and they would get back to me.  Over a week later when I called to check the status, a lady named ******* said the move was cancelled and there was no record. When I gave her the moving number that I had received via email she looked it up and she created a claim. This was on February 7, 2024.
  I find this outrageous that they could say someone was helping me. The only help I got was when I asked a neighbor at the complex to watch my belongings while I went to rent a truck to finish the job that they carelessly aborted.

  The pictures that I included are what my couch looked  like 4 days before the move and what it looked like after the mover carelessly dragged my couch across the parking lot
  
  Sincerely,
  
  *************************

  Business response

  03/22/2024

  We understand that ****************** may not like the response provided, but unfortunately we made every effort to come to a resolution on the day of her move. Our call center as well as multiple managers at the local office tried to speak with ******************, but she yelled at them, refused to answer questions, and disconnected the calls. Due to her behavior towards the movers, her move was only partially completed and we canceled the rest of her move. The team did not drag any of the items across the parking lot as indicated, as the truck was right next to ********************** old apartment. 

  All phone calls that ****************** made to our call center as well as the local office to her are documented and recorded.  

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  College Hunks ********* moved our furniture on October 14th and 16th. On October 17th we noticed that our patio furniture (original cost $1700) had two holes in the wicker and was damaged. The chairs were connected by a piece and instead of separating them the movers seemed to have ripped them apart causing the holes. I messaged ******* our coordinator on the 17th with pictures. After no response or resolution, I messaged multiple times (10/20, 10/24, 10/30) and eventually had to reach out to the national line. A claim was created on 11/8 (#*******). I was told in 5 business days I should get a response from College Hunks *********. Once again there was no response. I called the national line again 11/29. They tried to reach them but ********* did not pick up. They left a message and told them to respond to me and marked it as urgent. I have yet to have a response. It has not been almost two months with no response and no bill adjustment/refund for my damaged patio.

  Business response

  01/11/2024

  Our damage policy requires claims to be reported at the time the move is completed, as indicated in the Bill of Lading document signed prior to the start of the service. In addition, once the move was completed, the client signed the Liability Waiver confirming she reviewed the items at the destination and release College Hunks Moving from any liability for damage. 
  

  However, we do provide a 24-hour grace ****** for clients to report damages post-completion following a thorough investigation of the evidence provided by the Client and College Hunks Management. We tired to inform the client via phone that our investigation has been completed and to provide the findings. Phone call was made on 10/23 at 9:18am, voicemail was left. Our team leveraged the following data in our review:
  
        Move Completion Date: 10/14/2023
        ?Damage Claim Submission Date: 10/17/2023 at 6:45pm 
        ?Within **************** (3 days post-service completion)
        ?Items Damaged: two wicker patio chairs
        ?Items Weight: Not available due to additional information needed from the client
        ?Valuation Selected: The option you selected for your service was: State Mandated Minimum at $0.60 per pound, per article.

  Business response

  01/11/2024

  Our damage policy requires claims to be reported at the time the move is completed, as indicated in the Bill of Lading document signed prior to the start of the service. In addition, once the move was completed, the client signed the Liability Waiver confirming she reviewed the items at the destination and release College Hunks Moving from any liability for damage. 
  

  However, we do provide a 24-hour grace ****** for clients to report damages post-completion following a thorough investigation of the evidence provided by the Client and College Hunks Management. We tired to inform the client via phone that our investigation has been completed and to provide the findings. Phone call was made on 10/23 at 9:18am, voicemail was left. Our team leveraged the following data in our review:
  
        Move Completion Date: 10/14/2023
        ?Damage Claim Submission Date: 10/17/2023 at 6:45pm 
        ?Within **************** (3 days post-service completion)
        ?Items Damaged: two wicker patio chairs
        ?Items Weight: Not available due to additional information needed from the client
        ?Valuation Selected: The option you selected for your service was: State Mandated Minimum at $0.60 per pound, per article.

  Business response

  01/11/2024

  Attached is the liability waiver the client signed at the completion of the move on 10/14/23.

  Customer response

  01/12/2024

   
  Complaint: 20975197
  
  I am rejecting this response because:

   

  the furniture is not covered in the liability waiver. It is not particle/pressed furniture, nor is it aged as it is only 2 years old, it was not packed by owner (p.b.o), an appliance, does not fall under breakables, nor is it hidden damage. The liability waiver does not apply to the furniture as noted and as such they are liable for the damage done to the patio furniture.
  
  Sincerely,
  
  ***********************

  Business response

  01/26/2024

  The Bill of Lading and the Liability Waiver covers all items that are loaded and unloaded in the company truck.
  

  Our damage policy requires claims to be reported at the time the move is completed, as indicated in the Bill of Lading document signed prior to the start of the service. In addition, once the move was completed, the client signed the Bill of Lading and Liability Waiver confirming she reviewed the items at the destination and released College Hunks Moving from any liability for damage. We again offer a 24 hour grace ******* but the client did not report any damage until 3 days after the move was completed. 

  Despite the investigation results, your claim has been approved. Claims are processed based on the valuation selected by clients prior to their services commencing. The option you selected for your service was: State Mandated Minimum at $0.60 per pound, per article. Due to not providing exact product detailed information, we looked up several items comparable to the pictures provided. The patio chair weighs approx. 42 pounds. Given the Damage Claim Valuation, College Hunks will reimburse the client $50.40. This will be applied to the DISCOVER card ending in ****. Please allow up to 5-7 business days to reflect on your account. 

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