Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hired to move items from one storage unit to another. Charged me $59 for travel to Location and use of truck for move, as stated at the time of reservation. They did not use truck to move, they used 1 dolly and box on flat cart. I was also over charged $15. The movers did not complete the job. I asked them to complete in one hour since they started charging me 5 minutes before they arrived. They stopped working after 55 minutes and left items in the original storage unit. They stated the job was complete. Actually Job was incomplete. But I didnt know until after they left - they stated the move was complete. I should be refund $74. They refused to refund the $59 even though truck Was not used for move and they were to refund the $15 5 days ago. Still has not been received. They refuse to refund the $59 as they now claim it was for driving to location. I Should be refunded $74 in cash since I paid in cash.

  

  Business response

  01/27/2025

  The maximum total I can refund by credit card is $50 since that was the amount taken at time of prepayment.  Credit card company will not let me refund more then that charge.  I have sent an email to have $50 refunded today.  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 22nd, 2024 I hired College Hunks Moving Company to move some furniture from my rental unit to my home. While pulling further into my driveway, the driver hits the side of my house and then rips the fascia and gutter completely off. This happened while I was inside getting some water for one of the movers, once we heard the crash we both went outside immediately. They told me to call the number on the side of the truck and they start unloading my furniture. I do that, and the person at their office tells me that I need to send pictures to *************************************************************** and that ****** will call me back. I sent the email that day and I'm then told for 3 full days that ****** will "call me tomorrow" when all I'm asking for is a timeline/ what their claim process is. As there were two huge holes in my house I would have expected some urgency on their end, however, every single person I spoke to at their office was rude, unhelpful and unapologetic. It was only when my husband called 3 days later and asked to speak ****** did he get an immediate call back. I was given ******' direct line from my husband and had to keep reaching out as he would not call me back or respond to any email I sent. Once he did respond, he blamed me and said that I am partially liable for the damage because according to them I "assisted in the guidance of our truck backing into your property after questionable judgment". The only thing I did was ask him if he thought he could fit and his response was "Yes." Since there was an additional employee outside "spotting", I went inside with the other one to get him water. So, not only are they liars, but they are trying to evade responsibility by making up bogus liabilities. We've sent him the invoice for the damage and now there's been no response from ******. We're asking for them to take responsibility for their employee's negligence and reimburse us for the damage that he caused.

  

  Business response

  11/04/2024

  After review of the claim and discussing with management team we will be paying for damage in full.  We have submitted a refund to the customers credit card.  

  Customer response

  11/15/2024

  Hi there, 

  I was waiting to respond as they said they would pay us back in full but we have yet to receive the check they claim to have sent out last week. Please keep this complaint open as we are not satisfied with the resolution yet. 

  Thank you,

  **** ******

  

  Business response

  11/18/2024

  I have followed up with office and I was told the check was mailed when I  requested.  I will have another check be mailed today and have check number 2863 have a stop payment.  If receive two checks please do not deposit check number 2863 as it will not clear.  A new check is going to placed in mail today and sent out for a full amount of repair for the damage.   

  Customer response

  11/29/2024

  Hello, 

  We finally received a check for the cost of the damages and are now satisfied with the response. 
  

  Thank you for your help in getting this resolved for us. 
  

  **** Bryant 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their movers damaged furniture during my recent move on August 8th 2024.I filed a claim 2 weeks ago , I contacted ****** , the manager and she asked to email photos again to a new emial and informed me they would contact me asap. It's now been 2 weeks and I haven't heard anythings from them I called them today 8/20/2024 and still nothing is being done about it. I paid for damage coverage that's offered on their contract and no one will resolve my claim..The job # is ******* Movers names: ****, ******, ******.****** (Manager) phone number ************

  

  Business response

  11/04/2024

  I have received communication from the management team that a refund for damage compensation was issued.  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely disappointed in the service College Hunks provided. They arrived 1 hour past my scheduled time, after they called multiple times telling me they would be arriving earlier. Due to their late arrival, I had to pay a friend to come supervise as I had an event I needed to attend. It then took them 3 hours to move me out of a 2 bedroom apartment into a POD in the complex's parking lot. I was quoted to expect 1-1.5 hours based on the furniture and # of boxes I would need moved. All the furniture was taken a part; boxes were packed and ready to go. According to my friend, that was so kind to supervise; they would grab an item and be out of the apartment for 15-20 minutes at a time. I timed myself the following day carrying a few extra items down to the POD, and it took me 8 minutes to take the elevator down, load the pod, lock the pod, and take the elevator back up. They also charged me to use their moving blankets instead of using the ones I had provided. After this disappointing experience, I tried to contact College Hunks to resolve my issues. I called the headquarters multiple times before I heard from franchise manager, 6 weeks after the job had been completed, asking me to elaborate on my concerns. I promptly responded to him and he failed to answer me. I emailed him once more in hopes to hear back, and it has now been 8 weeks without a response. This company was recommended to me by multiple people who have had great experiences with different franchises. Clearly the lack of professional behavior is not a company wide problem, but an issue with this specific franchise. I have never been so disappointed in a service. I hired this team to make my move more efficient and less stressful, and it did not do either.

  

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/09/08) */ Our team responded to the client via email. We did not offer any refunds and are not going to. We did try to explain the billing of the service. We do not give out qoutes for our services because of how many logistical factors add in time. OUr services are billed by the hour. As for being tardy, our team tried to get her informed of their status the best they can. We schedule in arrival windows of 2 hours not at one specfic time. ie. 3p-5p.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When this hauling company came to my property, they ran into my home with their truck badly damaging my roofline and gutter. The employee took photos and sent them to management, and I paid in full for the service. It has been an absolute nightmare getting any response whatsoever from the company, much less any **************'s been five weeks since their truck rammed into my home, and I'm no closer to resolution than the day it occurred.

  

  Business response

  06/17/2022

  Unfortunately a driver of ours did hit the home of this consumer. Communcations have been via email. Consumer was informed on multiple occasions that we have contacted a contractor for repairs. We are unfortunately at the mercy of the contactor's schedule.

  Customer response

  06/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Rather than even attempt to contact any other contractor whatsoever, the business instructed me to start gathering quotes, and they MIGHT cover the cost. It's been five weeks. What if the business's contractor isn't available until December? Guess I'm just out of luck?

  

  Business response

  11/04/2022

  As previously stated, we attmepted to get a roofing contractor on site to repair the gutter damage.   The contractor we had a relationship with failed us.   Once we explained this to the client, he got his own contractor on site and we reimbursed for the repair costs in full.  

*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. ↩