Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction - 10/26/2024 Money paid as of current (10/26/2024) - $0 Business was committed to provide moving services Dispute - several billing errors, and price gouging Current resolution - business gave 2 choices - pay inflated costs or unload moving truck and charge different inflated costs Can elaborate further without character limit

  

  Business response

  10/29/2024

  The client is correct to state there was confusion to the details of the move. We did not include an additional pick up in our bid nor did we include any charges for this pick up. Per the client, this additional pick up was ****** lbs of gym equipment. This was more than double what we had included to move in the quote. The original quote was sent to the client on 3 occasions prior to the move day. At no point was it brought to our attention that there was an error. This is of no way blaming the client. However, we do strongly disagree with any assumption that we were attempting to ***** the client. The client did speak with the ** directly on moving day and stated he had another bid of $3400. We did agree to match this cost. Through subsequent conversation with the crew the client decided to not have us do the moving work. We understand that there is frustration from the client and it is warranted. That being said, we had 3 men at the residence packing for the majority of the day while absorbing hundreds of dollars in packing material and the client refused to pay anything. That is not right. 

  Customer response

  11/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22478348
  
  I am rejecting this response because: Full review and context below now there is not a defined character limit.
  
  Defined Terms: ** - General Manager, ********** Leader
  
  I've had 4 encounters with Leader's Moving as of this message 11/3/24. A home-tour/walkthrough by their representative to quote our move, a 24 hour in advance discussion with their ** to prepare for our move, movers on 10/26/24 and a quick 5-10 minute conversation with their **, and a 45min 11 sec recorded phone call with their ** on 10/28/24.
  
  My family (wife, newborn, and myself) had an offer get accepted on a house in **** *******. We had 4 different moving companies come out and quote an entire house move excluding one entire room (office) and our TV. It was discussed that everything else in the house would be packaged and moved. Upon discussing with the onsite representative we learned there were a few other exclusions (liquids, some loose material items) which was deemed acceptable. During the home visit it was discussed that there was an off-site storage unit that held ******lbs worth of commercial grade gym equipment. The storage unit is 7.2 miles from the initial address and I offered to drive the representative over to the storage unit so she could go through it in detail, or I had pictures on my phone that I used to get insurance. She opted to view the photos on my phone. We chose to go with Leader's Moving at that time because they quoted it was going to be $2,599 split between Moving services $1,555.00 and ****************** $1,044.00.
  
  On 10/21/24, my wife and I brought home our son who had been in the **** for the prior 6 weeks due to being born 7 weeks premature. Our move was scheduled for 10/26/24. After the initial quote and contract was signed for the $2,599 move, 24 hours in advance (10/25/24) when the ** called to discuss the preparation of the move and what to expect he learned that their was an off-site storage unit that hadn't been priced into the contract. The price to add the additional 14.4 miles (round trip from initial home address) was going to be $600, or ~$42/mile. This would increase my bill 23% a mere 24 hours in advance of my scheduled move. Their ** informed me that this was overlooked on their part and on my part, as if I the customer am suppose to know that their contract is suppose to show middle destinations vs just an origination and final destination. I knowingly accepted this increase to my bill however and settled at $3200 now for the move of my entire home less office and TV, and the commercial gym that had also been relayed to the ** during this phone call. I then asked if they would use 2 separate crews or would structure the move in 2 different pickups, because when I inquired about the weight capacity of the trucks I was informed they could handle between 8-******lbs. Obviously the gym exceeded that limit by itself. I was told one crew and one truck, but that I would not be charged any more additional if two trips were needed.
  
  My next interaction with the company was on 10/26/24 when the 3 man moving crew showed up at ~830am. To emphasize this point early on, I cannot speak highly enough of the crew, their work, and the positive interactions they had with my family throughout the day. Upon them showing up, I proceeded to open the garage and walk them through the the house and it's contents and discuss the off-site storage unit housing the gym equipment along with showing them the photos of the items. Upon seeing some of the gym equipment that I had in my garage, the ** called the ** to further discuss that my gym items were not a standard home gym but that it was bulky commercial grade equipment. This conversation proceeded to continue for about an hour as they were discussing items in my garage that were not marked on the "inventory" list. Per the **, they were told to begin working to load the truck. The crew worked quick, packaging and loading our home contents into their box truck in roughly 7 hours (9:30am-4:45pm). As their truck proceeded to fill up and the initial quote kept changing within reason, they got to my garage portion. It was then identified that several items had been left off the inventory list and that this would potentially materially change my quote. You can see on the pricing sheet attached how my quote kept changing but hovered around the $3,200 ***** As they started working their way through how they wanted to pack my garage, their ** told me that several items had been omitted from my "inventory" list and this would change my quote. Upon learning this he called the ** to discuss further. It was at this point for the first time on 10/26/24 I was permitted to speak to the ** personally. I borrowed the **'s phone and discussed all of the pricing errors that had been made throughout the day, how the quote would proceed to start shifting unfavorably towards me due to a price quoting mistake on behalf of their company. I informed them that we had other companies come out and quote the same work and who did do their due diligence in estimating costs for both the home and the off-site gym storage unit. This is when I presented to the ** that I would further accommodate adjusting my final price to $3,400. At this point I was instructed by the ** to hand the phone back to the ** and he was instructed to take the phone off of speaker to further discuss. The ** came back to me with the pricing sheet and said I had two options, 1) Offload the truck, and 2) Pay for the home contents item only move at $3,011 (shown in pictures on quote) and that the gym would be repriced on 10/31/24 when they would reschedule the storage unit portion. 
  
  At this moment as the customer I believe there are only 2 applicable scenarios after restating the above.
  
  Scenario 1: Benefit of the doubt to the company
  The representative they sent out to quote and do a walkthrough of my home and it's contents, as well as quote my storage unit full of gym equipment lacks the adequate skills and knowledge to accurately do her job. Further, the ** stating that I as the customer am to know which items are to be included on inventory list vs not as I am not the paid expert to identify this estimate. I've asked twice now how as the customer am I to know what items are to be included vs not. As per my pricing sheet you can see smaller items such as a handheld leaf blower was added but not a package of Lysol wipes I had that is roughly the same size. Twice now this question has not been answered. Thus, how as the customer am I suppose to accurately assess what items were to be included in the inventory list vs items that fell under the general count. Their inventory list was not a full in-depth detail assessment of items in my home as on the initial inspection only 37 items were logged to their "inventory" list excluding the packaging boxes. An additional 26 items were noted before the full review/load of my garage and only 4 of those items were being noted as being at the storage unit. So they added an additional 22 items from the home portion of my move on moving day, a 59% increase in "inventory" volume. 
  
  The ** that represents all business for the state of *******, does not review his staff's work and solely relies on their performance for business. As was stated in this discussion and on the recorded call with the **, my proposal of a $3,400 total moving price for the home and storage unit was NOT accepted nor relayed to me. The contract that was finalized for the home proves as much showing $3,011. The two options presented to me by the ** were to offload the truck or pay for the home and requote the storage unit and additionally move the storage unit on the following Thursday, 10/31/2024. At this moment I chose to offload the truck, the ** called back to the ** to inform him of this decision. One question persists with this thought on their statement of "We did agree to match this cost". I can't presume that very many clients choose to unload a truck after a pricing disagreement that you state was agreed to, as a ** and knowing this seems like an outlier, why not call the customer directly at this point to understand where a possible miscommunication came into play?
  
  I say all of this because the ** informed me that the crew has no decision making abilities when it comes to pricing and that he had given me many discounts and omitted several items that should've been labeled as "inventory" throughout the day. And that if the accepted proposal was relayed from him to his team and was suppose to be relayed to me, where was the breakdown in that communication chain? Why would he trust them as an agent/representative of the company to relay an accepted pricing change?
  
  The crew - I honestly can't say enough positive things about the 3 gentlemen they sent to my home. Even in having the ** handle the negotiations as the middle man between me and the ** throughout the day he was very courteous. 
  
  Scenario 2: Assuming the worst
  
  Can easily summarize this in a few lines. This is how the company proceeds to do business. They bring an on-site representative to your home to offer a "guaranteed price" to acquire bids/customers knowing that on ********************** day it will drastically shift, leaving vulnerable people without the means to do anything about it in a tight spot. This would leave customers having to accept whatever the new charges are if they want any of their belongings. Similar to me accepting a $600 pricing error in destination charges. Just to reiterate, I see the error and while I disagree that I should know how your quotes should appear, I was more than amenable to not even negotiating that increase as it was a mere 24 hours before my scheduled move and way too late for me to hire the other crews.
  
  Resolution:
  
  Since Leader's brought up the costs their company incurred, I will note a few of the costs I incurred due to refusing to pay a substantial price increase the day of my intended move. As shown in several of the attached images, this supports the claim of price gouging and/or predatory pricing. My quoted packing services for the home AND storage unit was $1,044.00, there is another potential charge that is on another attachment that breaks out another $286.00. These supported "packing" costs associate with $1,044 or $1,330 and yet the price I was informed for moving just my home items and offloading the truck would surmount to $1,510.00 also attached. Do you have an itemized breakdown of these costs along with a pricing sheet to support any of the claimed expenses?
  
  I mention this because as I told the ** on 10/28/24 during our recorded call, after the series of events explained in detail above, I felt as though my family was being taken advantage while in a very vulnerable situation. My wife and I had a baby just released from **** earlier that week, and had several pricing "updates" leading up to a final increased stated contract amount of $3,011 for just our home. My options were to figure this out without Leader's Moving, or pay them these new inflated costs just to get through this situation. I can happily send over an itemized receipt/bill noting all of the costs my family incurred as to not be taken advantage of. Starting with our overnight hotel stay at $229.86 (all of my items were packaged and not moved), UHaul truck at $277.56, Fuel surcharges at $165.23, costs associate to bring in a new crew, materials for the move, etc. As mentioned to your **, I believe the resolution is both parties are out similar financial costs and that no money be exchanged.
  
  For the record as well, on the recorded call I requested to communicate with both ***** ****** - COO and/or ****** *** - Director of Operations to detail my experience with their company and hope to find a resolution. No response has been met as of this message 11/3/24 to that request. 
  
  Regards,
  
  ******* ******

  

  Business response

  11/05/2024

  The response from the client confirms what we and he has stated previously: We did a bid for the client and made an error by not including an additional pick up of ****** ****** storage unit. Although we had sent the bid to the client several times, the mistake was not identified. There was no ill will or bad faith. It was a mistake. The charge to move the unit was never included in the cost which did cause our estimate to be substantially lower than the other bids the client had received. We don't expect the client to go through all the inventory and as evidenced by the documents the client has submitted, there is only 1 pick up and 1 drop off in our quote. Although this should have been identified, we also understand we are the ones whom made the error. With the stress of moving and personal issues, it is understandable that the error was not identified. There was a subsequent agreement made to do the move at a competitors price. As the client has indicated, we packed up the residence in boxes as we were hired to do. We loaded the truck as well and as the client has stated, he chose to have us offload it as we lost his trust. The client decided to not pay us anything. We did contact the client again afterward and he restated his position of not paying anything and then filed this complaint. From our last conversation after the move, we have not attempted to collect anything from him nor do we have any intention of doing so. We have been in business for 30+ years with an outstanding reputation of integrity. We make mistakes and as in this case, own up to them. The clients desired resolution was/is to not pay anything for the services we did complete. Although we disagree, the client has questioned our integrity and if not paying us remedies such opinion, we are fine with the outcome. 

• Initial Complaint

  02/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Leaders Moving and Storage moved us from Worthington, Ohio to Rochester, New York. (Invoice ******) Leaders packed our goods on September 19, 2023 and unloaded into our new home on September 22, 2023. Thirteen items were damaged in the move. We agree with Leaders on the claim reimbursement amount for eight of these items. We disagree on the remaining five items. See the attached file Leaders BBB.docx for details about our problem and our requested resolution. I have also attached the estimate for repair we received and some pictures of the damaged items. I have more pictures but reached the maximum that I could upload. Please let me know if you want more pictures. We are requesting $1,620 in addition to the $1,387 that Leaders has offered.

  

  Business response

  02/14/2024

  It is accurate that damages were done on the move. The move involved relocating the shipment to another state which hampered the process of locating a vendor. However, this should not have impeded the resolution process as it did and we take responsibility for this. I have spoken to our client to apologize and take ownership of our mistakes. We agree with the clients desired resolution and will process payment accordingly. 

  Customer response

  02/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ********

• Initial Complaint

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BBB transcribed from handwritten letter received via US Mail:

  Re: Leaders Moving Co ****** **** Moving Consultant ###-###-####

  On December 19, 2023, I contacted the above moving company to contract them for a December 29, move. I was referred to them by my realtor, *** **********, Coldwell Banker ###-###-####.

  Spoke with Mr. **** and discussed my move. He asked how much was there to move. I told him at least 10 totes but wasn’t sure what I had. I’m disabled and had an aide packing up my house.

  On December 20th, I contacted Mr. **** and told him I needed help with packing up kitchen. He said that would be about $400 more added on. I then told Mr. **** I needed him to come to my house and walk through to see what there was to move. He texted me if 12/26 at 2:30 would be okay. I said yes.

  On 12/26, I waited to end of day and no Mr. ****. I called his office before closing and was told he had gone home sick and had forgotten to notify me.

  (On 12/23, I had sent a reminder)

  On 12/27, I received an updated amount for move for $1,058.00 quote number ****** $497.00

  Later, we added cost of kitchen approx $400.00

  I called company on 12/29 to see what time they were coming. I was told my move was scheduled 3 -5 pm.

  At 3pm, 2 men and a small truck came and walked through my house. I was then told it was going to cost me more money because there was a lot of things. (I guess it was a house with no a lot of furniture but a lot of boxes and totes mostly - I lived there 47 years)

  The man went outside and called the company. He came back in and said that cost had gone up about $400 more. Move vans and men came.

  We were finally ready to close my old home up at 8:00pm.

  My final cost: $1,534.00.

  Never to hear from Mr. **** ever.

  Talked to Mrs. ********** and she said she won't be referring anyone else to this company.

  This company made my move stressful. They (company) was unprofessional. Movers were very polite. I

  definitely want to make this letter a part of this company’s files.

  They made my move a living hell.

  Sincerely, ***** C *****

  **** ***** ****** ** ***** ***** ** *****

  ###-###-####

  

  Business response

  01/11/2024

  It is accurate that a visual inspection was scheduled on 12/26 at 2:30 and we did not make the appointment. Mr. **** did leave earlier that day due to illness but that does not excuse the fact that we did not communicate to the client. It was an accident and we sincerely apologize. It is also accurate that the work needing done was considerably more than what was estimated. Two movers arrived and the move went from 1700 lbs. to 4300 lbs. Knowing that we had made the mistake with the appointment, we sent an additional 3 men, including 2 managers to the site to insure the client received great service. As the client states, the movers were polite. In addition she gave all the men hugs when the move was complete. In the end, we did make a mistake and we take ownership of it. 

  Customer response

  01/24/2024

  BBB transcribed from handwritten letter received via US Mail:

  1-15-24

  BBB

  1169 Dublin Rd Columbus, OH 43215

  Complaint ID 21111153

  Leaders Moving

  Leaders Moving Management is missing my point. I had other estimates and they were higher. But, because there was no one who didn't have time or cared, there was no walk through. 

  What was supposed to be a lower rate ended up costing me more that day of moving. I was not prepared. I could have gone with another company that did come to give me a walk through.

  Lastly, I am on a walker. I sat in a room while they packed up. We moved. When it was done, I never got out the car to hug anyone. My aide dealt with them. She wasn't paying. So, get facts straight.

  You can close case but I want this complaint to remain in their files.

  Sincerely,

  ***** * *****

  ###-###-####

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired Leaders to move us after receiving three competitive bids. They were slightly higher, but they sold us on being a higher quality of service and reputation. The day before they started work, they called to increase our price stating the miss quoted the job (yet they were already higher than the other bids), and given that we has less than 24 hours before moving they left us with no other option but to agree to pay them because our other home was under contract to sell. We were supposed to have a three day move out, and three days back in to our new home. In total it took 10 days because they only filled partial small trucks and were mixing multiple homes in the same trucks as they kept leaving early to go to other jobs. Over the move we’ve only seen 2 workers more than once given their staffing issues. We’ve had thousands of dollars in damage to many items throughout our home, including damage to new home by their teams. None of which they have denied. Unfortunalty, they are demanding that we make a payment in full before working towards a resolution which we are refusing as their damage is likely more than our total bull. We have requested to put our money into an escrow and go to arbitration because we don’t trust that we will get it back given their track record. My wife and I have both missed almost two weeks of work dealing with this mess, and they should not be allowed to do this to anyone else again.

  

  Business response

  08/14/2023

  This move was scheduled by the customer on July 11th to be stated on July 26th.  The move was to be 2 moves.  Move 1 was to go into storage as the new residence was not available to move into. The 2nd move was to be completed approximately 1 month later. On July 25th, the day before the move was to begin, the client informed us that they were now able to move into the residence on August 2nd but needed to be out of the residence by the end of day on July 31st which would require the shipment to be held in the trucks for multiple days. We had other customers that were booked which requires trucks. In order to accommodate this last minute change we would need to rent trucks to accommodate the client and would pass along the charge. In order to minimize any rental truck charges we agreed to load 1 truck each day so we would not need as many rental truck replacements. We do agree that this is not how we would have scheduled the move nor did we. This was only to accommodate the requested last minute change by the customer. The initial quote on July 11th, moving items into storage, was $7492. The final price was actually $30 less at $7462.
  The damages that have been presented from the client are a scratch to a floor, a lamp, 2 manufactured wood desk and a piece to a bed. It is our goal to not have any claims but moving does have inherent risk and damages, at times, do occur.  To the clients point, we have taken responsibility for the claims and we are eager to resolve. The claim is not complex. We have already submitted photos to the restoration vendor and have confirmation that the bed and scratch can be repaired flawlessly. The lamp would be a cash settlement. Being the desk are manufactured wood, the restoration firm would need to evaluate in person to determine if repair is an option. This type of furniture is excluded in our and all mover’s contracts due to the inherent fragileness of this type of product but our goal is to appease the customer.  The client states they don’t believe we will handle the repairs and this is the reason for paying us 0. Our 30 year history and reputation disprove such assumptions. That being said, provide the $7462 to the BBB and allow for repair. Once repairs are complete the BBB would then initiate payment.  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They moved me today and they didn't put my couch where I asked him to put it. They scratched my entertainment center. 

  I stubbed my toe on my baseboard heater. They moved me from one side of town to the other, just one hour, and cost $600. I am filing a dispute with my bank tomorrow. I am not going to spend my money and you treat me any kind of way. The move was due to a death in the family so I was already upset. 

  There was no courtesy shown to me whatsoever. 

  

  Business response

  02/16/2023

  We are sorry the sofa was not put where you wanted. Unfortunately we were not informed of this issue until we received a BBB complaint. Once made aware of the issue we sent someone out within an hour to push the sofa further back against the wall. 

• Initial Complaint

  01/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/7/2023 two movers show up to my house with their truck. There were some items that were unintentionally left out of my inventory. One of the movers stated "please wait while I make a call to update your inventory". When he returned he stated "To move these additional items it will be an additional $202". I stated that was fine and not a problem at all. He then eluded to me paying him the difference directly. Being asked this right when you are trying to move is stressful and awkward, so I just said yes I can do that but I don't have cash I can only Venmo. He gave me his username and I sent $200 (I wasn't trying to save money. I was trying to pay what I would have been invoiced for as it felt like the right thing to do). The move goes smoothly and both men are otherwise professional. Two days after my move, Leaders charges me the additional $202 that I paid to the movers. I call Leaders and speak to ***** who says "I will call you either today or tomorrow to let you know what we can do about the money you've lost due to this occurrence". I thank him and tell him I'll look for his call. \ Wednesday, Thursday, and Friday all pass. Saturday morning I send an email to *****. ***** (Leaders Operations Manager), calls me at 8:30 AM Saturday morning (1/14). He states that due to my chosen verbiage in my Venmo comments that it appears I was "conspiring to defraud Leaders Moving & Storage". He then follows by saying that because that is how I wrote my comment, that Leaders Moving has no responsibility to rectify the monetary damages (mind you this all originated by a Leaders employee that was on duty and speaking on behalf of the company). After being wronged by a representative of the company, this is how Leaders treated me. Just thought others should know how they operate.

  

  Business response

  01/18/2023

  As the client had indicated the bill increased by $202. The customer did have a credit card on file for the move costs. Per the customers words, he and the mover agreed to pay the mover directly for the additions through a cash app. and negate paying Leaders by stating to Leaders that the client decided to move the items himself. This was not told to Leaders and Leaders charged the move as normal. A few days after the move we were contacted by the customer to inform of what had transpired. In addition the client emailed screen shots of messages sent to the mover from the client. One of the message stated that since Leaders charged for the move that he wanted paid back and did not want to involve Leaders of their agreement. Regardless of how the offer was presented the client made a deal with the employee to pay him directly for the services Leaders provided. We understand that moving is stressful but this was not right. To show our good faith, we will reimburse the client the $200 even though the issue was not of our doing.   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our table was broken by the movers. The manager agreed to a certain amount then send a check for 100.00 less. It’s best to go with another company because if damage is done they don’t stand behind their employees or what they say they’re willing to pay. The company already have supporting pictures. We want the full amount discussed on the phone 360.00 not a check for 275.00

  

  Business response

  10/07/2022

  We have spoken to the client and in discussing, there was a misunderstanding on the agreed amount. This was a genuine mistake of $85. Once we were made aware of the issue, we have initiated an $85 payment to be processed.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Absolutely horrible experience with this moving company and would not recommend to anyone. We had a small move that was local, and when they arrived at our new home they notified us that the leg to our headboard cracked off in transport. This was clearly due to their movers not properly strapping down the headboard prior to transport. The movers then explained that the bed would not be repairable and did not leave it with us (like their company policy states).The claims department is awful and tried to have my bed sent in to get repaired, to which the owner said himself would not be structurally sound. I have been going back and forth with them for weeks and the payment they are offering is so low in comparison to what we bought it for.

  

  Business response

  09/01/2022

  The bed was damaged by our crew and we have taken responsibility from the beginning. Leaders Moving handles 10,000 relocations per year. Although we try our best to avoid damages and operate within a 3% claims ratio, unfortunately accidents do occur. We understand the client is upset about the claim and we attempted to satisfy the claim in a reasonable matter. In most instances the claim can be handled by a vendor within the residence. In this instance the moving crew did not believe this was possible and thought the item could not be repaired but, if so, it would not be an on site repair. The crew did offer the customer a field settlement and the client agreed. After the move was complete the client called with dissatisfaction of the field settlement. We then took the headboard to a restoration firm to repair if possible. The vendor stated that it could be cosmetically repaired but could not guarantee it structurally. With that we had contacted the client to inform and let know we would need to offer a cash settlement. There is a process to this by determining the age of the item, purchase cost and the coverage level elected by the client. The client had elected an actual value coverage. This coverage is based upon the age of the item and the actual value if it was purchased used in todays market. Barring unique circumstances furniture has a depreciation schedule based upon expected usage years. The client informed us that the item was purchased 2 years ago at Haverty Furniture for $2300. It is normal process in determining values to research if an item is still available and the age of an item. We contacting Haverty and was told the purchase was 12 years ago but it was a different item. We contacted the client again to inform that the item was not what was purchased. Subsequently the item was purchased 10 years ago at Kittles for $1,000. Using standard depreciation schedules we provided a settlement to the client of $443 which is higher than the actual market value. 

  Customer response

  09/24/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17799016
  
  I am rejecting this response because: 

  Regarding the move, we were mislead into signing the field settlement by their crew and were not aware that taking the money off of the move meant that we would not get any further compensation (the movers informed us that the $100 off would go towards our deductible for our insurance claim they never filed). When I called into the company to get an update on the claim that their movers lied about filing, the management stated that they had no record of any case being filed, to which I proceeded to file because there is no way that I would have signed an agreement to take $100 for an $1,800 bed. After shawna and their claims department lied and said that the bed was repairable, I waited 2 1/2 weeks for them to send the bed in, only to call up to leaders and have Shawna say that she wasn't sure of when the company (Furniture Medic) would be finished repairing the bed. I decided to call up to the store (furniture medic) myself to get more clarification on what it was that they were fixing (as they needed to repair the leg as well as the leather) and he proceeded to tell me that the bed was not going to be structurally sound if they fixed it. Had I not called they would have knowingly given me a structurally unsound bed back and acted as if it was "deemed repairable". Although we did not have the original receipt for the bed (due to kittles not keeping the records past a certain age), I was able to call Kittles to have them piece together the price sheet for the discontinued bed, and Leaders (shawna specifically) proceeded to tell me that they are only responsible for the broken headboard replacement cost, even though they kept the rest of the bed and we were not given any additional compensation for the remaining footboards or rails that were included. 

   

   

  
  
  Regards,
  
  Jada Ruffin

  

  Business response

  09/26/2022

  As stated prior, Leaders has acknowledged and has taken responsibility for the headboard being broken during the move. We did send the headboard to be repaired and subsequently it was not able to be repaired and we have offered monetary compensation for such. Additionally we offered an amount for the rails and footboard in a good faith effort to resolve. The customer declined and elected for us to deliver them back to her. Subsequently the customer called back and decided to take compensation for them instead of us returning them. We agreed and sent a check accordingly. We are perplexed as to why several weeks later with payment processed that it remains an issue. In addition to the settlement proceeds there was a letter (copy attached) stating that endorsement of the check constitutes agreement of the claim settlement. Although we compensated for the rails and footboard, we still have them (and the headboard) in our possession and offer the customer to come get them.  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We hired the Cleveland branch of Leaders to move us from Ohio to Michigan on 7/25 and 7/26, 2022 (invoice 11522). During the move, we expressed surprise that our furniture was not being wrapped; upon delivery, four items of furniture were indeed damaged (descriptions follow and photos are attached to this complaint): 1. A DoggoRamps wooden dog ramp (photos 2b0a7259 and 4d6bcd08) 2. A West Elm wooden king bedframe (photos 3fb5fb6a, 47308205, cc98fdca, and e703a061) 3. A Sleepy's wooden queen bedframe (photos 04-20 [0-4]) 4. A Thomasville wooden dining room table (photos d7c1cf60 and 747a0f0f) We notified Leaders of this damage on 7/29. On 8/1, the manager ***** ****** apologized to us, said he would start a claim, and said he would call us on 8/2. As of 8/15, he has not called us, nor has he given a timeframe as to when our claim will be resolved (we have asked multiple times). On 8/10, he said we would be getting a call "this week sometime" from a vendor who would "inspect the [damaged] items and see what he can do to fix them"; as of 8/15, the vendor has not reached out, despite us asking ***** to have the vendor call us. We expect our furniture to be fixed promptly, or compensation for the damage and inconvenience.

  

  Business response

  08/19/2022

  It is accurate that damages did occur and the response to resolution has not been ideal. Although our claims in the Cleveland market are less than 3%, they do happen. It is important that when they do, the customer receives a genuine apology and the damage is rectified. It can be difficult when relocations occur in a different city and state. When claims happen at a local level we have multi year vendor relationships that make our clients a priority. When outside of normal locations it can prove to be more difficult with finding a vendor and having the vendor prioritize the claim. This is in no way an excuse and the client has every reason to expect expedient resolution. We did align a furniture restoration vendor prior to receiving a BBB complaint and the vendor has since scheduled an appointment with the customer. We will continue to work with the client and the vendor to achieve resolution.  

  Customer response

  09/06/2022

  Hi, ******: 

   

  Yes, we received and cashed the check from Leaders just before the holiday weekend, and it has now cleared. We consider this matter closed. Many thanks again for your help!

   

  Best, 

   

  *********

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leaders Moving sent packers June 27, 2022. They sent a second crew on June 28. The second crew was careless in packing. They packed my glasses & reading glasses which I badly needed and took me several days to locate. They completely overlooked both bathrooms, and I had to call them back from loading their truck to finish what should have already been packed. The second crew rushed me and insisted that they had to leave which prevented me from going over my apartment for missed items. When I unpacked, I discovered that a chair, which was one of a set, was missing. I called Leaders’ office and reported the missing chair. I was told that they would try to trace the chair and get back to me. It is now July 16, and no one has called. I seriously doubt that Leaders even made any effort to find my chair. The second packing team was sloppy and poorly trained in my opinion. Why hasn’t Leaders made any effort to deal with or resolve my complaint about the missing chair?

  

  Business response

  07/22/2022

  The customer is correct that there was packing that was missed. Once we were notified we did send a manager out and handle this issue. We have talked with the customer regarding the chair. She is to contact us back and we will resolve to the clients satisfaction.

*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. ↩