Complaints

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired You Move Me in October of 2023 for a residential move. Movers broke countless items, damaged walls and doors, destroyed adjustible beds (expensive to fix!), and were understaffed by multiple men (one day they sent only HALF the crew they had committed) every single day of the engagement for both packing and moving. One day they showed up two hours late without telling me there was a schedule change. One mover showed up in slide sandals (he didn’t plan to work very hard). They labeled when packing so poorly or not at all, and boxes didn’t make it to the correct floors in the new house. Furniture was filthy after the move had to be professionally cleaned. They cracked the door to my dryer and dented my washer. They left trash all over my yard (soda cans and water bottles) at old and new homes, and I had to hire another company to finish the job. I spent thousands with this company, they cost $1,400 in damage, and then I spent another $1,000 on someone else to do the work this place couldn’t manage to do. SAVE YOURSELF AND DO NOT HIRE THIS COMPANY!

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Company provided moving services, during move caused significant damage to both homes (moving out of/in to) as well as more than $8000 in damage to furniture items. Company attempted to charge $2000 more than quoted/agreed amount and did not complete the move of all agreed items. Additional insurance was purchased to cover replacement costs of damaged furniture items, company failed to open a claim, provide information on how to open a claim, and/or cover damage/replacement costs to furniture items. Attempts to reach franchise leadership were unsuccessful and once company did respond in writing agreeing to cover some damaged items they stopped communicating with us to get the items repaired/replaced.

• Initial Complaint

  05/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contracted this moving company well in advance of my move. I was never provided a phone number but they said that my deposit of $99 was refundable as long as I gave 72 hours notice. I attempted to reach out well in advance of their arrival but heard nothing. Additionally, I was called by movers on the day of the move letting me know that they were on their way. I had selected a different company. I've tried in vain to collect my 'refundable' deposit but they refuse to respond to an email or provide a phone number. This company is a SCAM. I've never filed a complaint with the BBB before, but this company is deserving. ~$100 isn't going to make or break me, but they refuse to address it despite me trying. Kyle K***** & Paige F********* are the parties I've dealt with. They really shouldn't be working in a customer-facing role as their primary goal seems to be to scam people.

  Business response

  05/15/2023

  Good Morning, 

  I am deeply frustrated with your experience with our business. **** and ***** do not directly work for You Move Me Cincinnati, they are based in a national call center and should not be reflection of our business here. Now that I am aware of this issue, I have credited your deposit. Also attached the receipt of it being done. 

   

  Please contact be directly if you have any other problems, thank you! ************

  Customer response

  05/15/2023

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

  Thank you for addressing this so quickly—you are far more professional than **** * *****.

  
  Regards,
  
  ***** ******
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I originally called You Move Me on 1/9/23, to schedule movers for 1/14/23. Marlon W******* was supposed to come out to walk my place to give an estimate on how much the move would be. I later got a call saying that he had come in contact with someone with Covid and that he would rather be safe than sorry, so he will come the following day. The following day I receive a call stating that he would not be able to make it to my home once again because he wanted to be sure that he didnt have Covid (he stated that he was taking a Covid test the previous day), so he did my estimate over the phone. On 1/13/23, I called You Move Me to cancel the movers because my Family said they would help. They were ok with me cancelling and never once stated that they would TAKE my deposit of $100. So time went on and I continuously checked my acct and they had not deposited my $100 back to my acct. I called them on 2/6/23 to inquire they THEN stated that since I canceled within 3 days of the appt, that I could not get my $100 back, but from the beginning of the process no one ever mentioned the cancelation policy to me not one time or in any of the paperwork received from them. They stated that they will have to go through our phone conversations to make sure that this was never stated to me and they would call me back. I never received a call back so I reached back out to Marlon to let him know what was going on via text to see if he could help me. He text back and said that they had placed a "new policy" in effect that week, that the customer could not get their $100 back if canceled within 3 days. He said he would look into this and get back with me after he found out what was going on. After speaking with the company and the manager Marlon today is 3/1/23, and I have not heard back from ANYONE from this company OR received my $100 deposit.

  Business response

  03/01/2023

  Good Afternoon, 

   

  This was supposed to be done by my corporate office but it was not. I have done it myself now and called ****** to inform her. 

   

  Thank 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. ↩