Complaints

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This happened in September I paid the full amount quoted even though I did not receive the full service that was quoted. I paid $1,400.00 and they were to move my furniture and fish tank to the new location on 16th but were to deliver a very large table to ******. they did not move the table from the original address. I have called multiple times and no response on claim. I figured I would give this a shot before i have my attorney take it from here. yesterday i left the following review on ******* which pretty much sums everything up: "Hate to leave a review like this but figure I'd like to save someone from having the same horrible experience as me. This company couldn't have been worse. Was told I was paid in Full 100% after paying even though I only received half of what I was quoted. Then to my surprise AFTER I made a claim from an insane amount of damage from these guys, they sent me a bill for MORE money. AFTER I was told I was paid in full. They have yet to this day refund me for any of my damages. They broke a saltwater tank, I lost all my fish and corals because of them, they gouged my walls and broke several pieces of furniture and again have STILL done NOTHING to fix this. Very disappointed in the experience. Please don't make the mistake I made. USE SOMEONE ELSE"

  Business response

  10/31/2022

  We have offered this customer several different solutions to his issue. This is a simple matter, Damage occurred, we attempted to make it right and all solutions were turned down by the customer. Our contract clearly states that all invoices must be paid in full prior to being eligible for any claims. The customer was notified and agreed to this contract in writing prior to the move. Like all other moving companies we bill based on the time spent on each job. The customer paid a portion of the total invoice and even tipped the guys. After the job he reported damage to our office regarding glass to a fish tank. We work directly with ************* at *********************************** in *** since damages do occur in our business. Even though our policy clearly states that we do not cover glass unless special packing is purchased (which it was not) we still offered to make it right but needed to pick up the tank to have it repaired. We let him know we would need to collect the remaining outstanding balance and we would cover the cost for any repairs needed. The customer refused and wanted a check in full for the fish tank even though he has not paid his invoice with us. The second solution offered was that we could cancel the total outstanding balance of $612.50 and he could accept the damages as is. This wasn't good enough for him either. He then reported this to the BBB as if he was treated unfairly. 

  Here is a link to our contract. Signatures and applicable sections of the contract are attached above.

  https://www.biggerbettermovers.com/terms-and-conditions/

  Customer response

  11/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  - the business, who i will further refer to as "BBM", told me I was paid IN FULL the day of move, Ran my card and then said I could make claim since i already PAID IN FULL. 

  - BBM never contacted me to make anything "right" after my claim. 

  - BBM never told me i needed to buy anything for the tables or cabinets that were broke. they did offer for me to buy a box for a tv but i told them i would move it myself. that is a blatant LIE. they NEVER told me i needed to buy anything or the tables. I would like written proof of this.

  - they reference trying to pick items up for repair. that is also a blatant LIE. i would like to see where they offered this? 

  - To be clear. they told me i could make my claim after i paid in full on day of move. that is what i did. i paid. was told i was paid in full and thy have yet to repair or replace anything. 

   

  this company is very very crooked and has lied multiple times on their statement. 
  
  Sincerely,
  
  ***********************

  Business response

  11/03/2022

  We have attached a copy of the invoice and hours worked. As previously noted the customer never once disputed the amount of time spent on the job. Our billing is very clear and upfront. We clearly label our rates in the description of all estimates and invoices. The invoice attached shows the time spent on the job and total amount due. We billed for 7.5 hours which comes to $2075.50. The customer paid $1463.00 and refused to pay any more due to damaged items. All of our trucks are gps tracked and signatures are time stamped. We only billed for the amount of time and services rendered. There are No extra fees, hidden charges etc as we ************** our customers. Per our contract we do require full payment before settling any claims. We're still happy to help him settle his outstanding claim but we must collect payment first. As previously stated, the other option is to waive the amount outstanding and have him accept the damage as is. He has continued to refuse both and threaten legal action.

   

  We'd love to make this right but we must collect payment for our service rendered. He has refused to pay anything else.

  Customer response

  11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  to this day they have never not once sent me an invoice. even the day of the charge i asked them why I'm am going to pay without getting an invoice. still paid and they still said I was paid in full, that is until apparently i wasn't. this is yet again another bs answer from a bs company.

  
  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. ↩