Complaints

• Initial Complaint

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Tuesday, September 26, 2023, I had ***************** ********************************************* perform a residential move. They moved house contents from my ************ house to a brand new house located 5 miles away. I paid ***************** ********************************************* $2,436.55 for the move along with an additional $200.- payment for basic insurance coverage. Unfortunately, upon transporting one safe inside my new home, the ***************** Movers damaged (chipped and dented) nine (9) oak steps on a brand new stairwell. The safe was listed as an item to be moved. I informed their office about the stairwell damage and they informed me that property damage isn't covered. As a result, I spent $2,000.- to repair the stairwell damage at the new house thru a floor contractor. I would like to be reimbursed $2, 000.- for the movers sloppy workmanship and not taken the necessary precautions while moving the safe. A couple of other items, such as a glass TV stand, etc. were broken as well. My only concern is reimbursement for the repair of the staircase.

  Business response

  11/17/2023

  We are so sorry you experienced any damage on your stairs. There were two safes that had to be moved up a flight of stairs. At the time of the estimate the customer stated that the safes only weighed 200lbs. There was also no mention, at the time of the estimate, that these safes had to go up a flight of stairs. If this was mentioned, then there would have been a note on the estimate and noted everywhere in our system that these safes had to go up a flight of stairs. This was not the case. 

  On the day of the move the actual weight of the safes was closer to 400lb each. Two movers can move a china buffet that weights around 200 lbs with no problem. These safes took 4 full grown professional movers to get them up the stairs. Due to the weight and the fact that the stairs were wood, we warned the customer several times that there was a good chance that moving the safes up the stairs could damage the floor. The customer threatened to not pay for the move unless we move the safes up the stairs. The chances of unavoidable damage happening while moving 400 lbs safes up a flight of wood stairs is enormous. Therefore, the only way we would take the risk was if the customer signed a HOLD HARMLESS because the risk of damage was so high. Our crews are great at what they do, but moving 400 lbs of dead weight up a flight of wooden stairs would test any moving crew.  

  When the customer went to file a claim for his floors we told him that he had signed a Hold Harmless which removed our liability for any damage to the stairs. The customers response was that we forged his signature on the document. This is obviously not true and to prove it I have attached a copy of his signed Hold Harmless, Bill of Lading and Inventory documents. The signature on those documents looks the same throughout. If my crew forged the customers signature, them my crew should find a new line of work because the signatures are a spot on match on all three documents. 
  
  The additional coverage that the customer paid for was $15,000 of coverage with a $500 deductible and the cost was only $85, not the $200 he claims. More importantly this coverage is only for moving his house hold goods and not damage to the home. Normally, damage to the physical home, is covered by ******************** policy. We dont charge for this coverage. That is why we take great care in prepping the homes before we move anything. In this case we did not want to move the safes upstairs because we knew there was a great chance that damage could occur do to the weight and size of these safes. The customer insisted we move them otherwise he wasnt going to pay for the move and to protect ourselves we had him sign a Hold Harmless because we knew there was a chance of damage. The Hold Harmless was only for moving the safes up the stairs. 

  We were put in a tough position, if we refused to move the safes up the stairs because of the risk of damage, the customer would have probably written a ******************** complaint making us look bad because we didnt bring them up the stairs. Instead, we tried to do the right thing and satisfy our customers needs and he goes ahead and files complaint anyway. 
  
  In the end, our crew work their butts off, to get these safes up the flight of stairs with as little damage as possible because the customer demanded that we do so and in good fashion he rewards us with a BBB complaint. He knew full well that those safes could damage his stairs BEFORE we ever attempted to move them up the stair and here he is demanding we refund him for all of our hard work when he was fully aware before hand. 

  There will be no refund given because we have his signed "Hold Harmless", the final bill was very close to what was originally quoted and he had a great crew that worked their butts off to satisfy this customer throughout the move. We are extremely sorry that any damage occurred, but the customer knew the risks before hand and is now not living up to his agreement with us. We shall consider this matter closed and we wish the customer great luck. 

   

• Initial Complaint

  11/17/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We contracted with Hall **** Moving and Storage to move us locally from *********************************************************************************** to ******************************************************************. We were given a quote from the salesperson, ****, for $3235. We repeatedly told **** that we wanted him to give us the worst case scenario in terms of price. He repeatedly told us that, It never goes over. We moved on 11/10/2022 and received a charge of $4346. This is $1100 over the price given as worst case scenario of $3235. It is extremely unfair to surprise ** with such an astronomically higher price than was quoted to us. Furthermore, Hall **** boasts of its A+ rating with The Better Business Bureau. We should not have to pay any more than what we paid already $3250.

  Customer response

  11/23/2022

  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 and the matter has been resolved.
  
  

  
  
  complaint #********/Hall Moving. We have resolved this complaint.
  

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

  
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After doing due diligence on several long distance moving companies my wife and I decided to go with Hall **** based on their reviews and standing with the BBB. On 5/24/22 I signed a contract with Hall **** for my move from ******* ** to ********** Island **. The salesman/estimator was ***************************. The agreed upon price was fair. When signing the contract with Hall **** we were given a spread of July 29th thru August 10th. I informed *************************** that I would need my delivery as late as possible as I would still be in ******** until August 2nd. **************** said that he would put in the request and that he spoke with ****, the scheduler/dispatcher, who said that it would actually work great for the summer time and not a problem. My furniture was picked up in ******* ** on Monday July 25th by Hall ****. The men who came were professional and efficient. The truck was loaded; I was told that my furniture would be transferred to a trailer back at Hall ****. On Sunday 7/31/22 I received a call from **** the driver who informed me that he would be delivering our furniture on Tuesday August 2nd. I informed **** that there was no one available to receive the furniture and that I had requested a later delivery not the third day of the spread. At this time **** said there was nothing he could due as that truck was scheduled for other locations. On Monday August 1st I contacted ***************** and spoke with ****. **** informed me that Hall **** was not moving my furniture due to not having enough drivers and that it was contracted out to Shore View Moving and Storage from ******** **. and that he had no control over the other driver's schedule as he would have had over a Hall **** driver. This was the first time I was told that Hall ****, the company I contracted with was not in fact preforming our move or in possession of my furniture. Our furniture was placed in storage, ****** Moving and Storage in *****************. Delivery of our furniture was made on August 10th

  Business response

  09/23/2022

  We are very sorry to hear everything went well except that we couldnt meet your delivery request. We do out best to try and accommodate each and every one of our customers, however it is not always possible. This is logistics and not everything lines up exactly as planned. This is why we make the customer sign in two different spots and on two different forms that they agree to the delivery spread. 
  
  
  Just to be clear, we didnt contract any other company to handle this shipment. We are an agent for North American *** Lines and sometimes other North American *** Lines drivers haul our shipments. This allows us to meet our agreed upon delivery spread.  The customer was well aware of his delivery spread and had agreed to the delivery spread when he booked and signed for the move. We apologize for any inconvenience to the customer. 

  Customer response

  09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not accept ********************* response. My issues remain that when I signed with Hall **** , after doing my due diligence, they used another company to transport my belongings without my authorization or consent. This in turn impacted the delivery being at the very beginning of the spread instead of the end which I was told would not be a problem by the salesman who checked with the scheduler when I signed the contract. I understand that I signed the delivery spread in two places but I was also told by the scheduler after the fact that since they did not use  their own company  he did not have control over the driver's schedule. I think that the public should be made aware that when you sign a contract with Hall **** you will not be guaranteed  that Hall **** will in fact be doing the job. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩