Complaints

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Stonebriar to move from my house in Glenn Heights on May 19 to their storage facility and then move into my new house in McKinney on June 16. I was mislead on charges as I was originally told that the time for the move from their storage to my new house would begin once they loaded the truck and got to my new house but instead found out move started the morning of them loading the truck. Also requested a 4 man crew during both moves and only got 3 which increases my move time. Also many of my items were damaged/destroyed/lost during the move. Also had to pay additional money on move out cause the 2 small trucks the brought could not hold all my household items to they had to come back 2 times at an additional cost to me. Owner ***** ******* admitted on phone the whole move was a "Sh** show" and would work with me to get things corrected. He tried to settle with me by cleaning and/or fixing items which is not all completed because when it came to the monetary compensation I got my realtor involved and he agreed to a price $750 (which is a lowball offer) but went back on it the next day when he was suppose to Zelle it to me insisting that he was going to deduct the value of the services he provided after to move to get things corrected when originally he indicated that he would do this for free. He now claims that he only owes me 60 cents per pound of damaged items and was going above and beyond to offer me about $450. I have requested 2 through email a copy of any contracts I have signed with no response. I am considering taking him to court but am trying to resolve through the BBB first. Dealing with him has been a nightmare as he is highly emotional and has even told me to just write a bad review on his company and has hung up the phone on me during negotiations. He had to fire a bunch of his staff and I feel that he is taking all this work problems out on me. I did nothing wrong to be treated like this and just want fair compensation.

  

  Business response

  10/10/2022

  Business Response /* (1000, 7, 2022/08/22) */ We offered $550 to the client. We agreed with her on $700. She said yes Then we sent Eric ro take the doors off of a high end fridge in the garage, move it inside, then put the doors back on. It took him almost 2 hrs. We valued this service at $150 and asked her where we should send the $550. She did not want it. We will pay the state minimum of .60 per pound required at this point. If the client wants a settlement of $450 which is more than required, we would need this review completely taken down. Thank you

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company quoted me one price (XXXX) to move entire house of furniture and patio stuff from texas to Louisiana. Now they say I own more. They had come out before and pictured everything so they could give me the quote. They left some of my stuff at the old house and will not bring it. I was told they would pack one day then move to new home and they would unpack the next. They were a day late so they had to get more people to pack. He stated I had more stuff than he realized. I agreed to pay an additional charge of 1800 to have a trailer full of stuff moved also and now they won't move it because they say it's unsafe. He will he not refund it. All I am asking for is the 1800 I was charged to move the trailer full of stuff.

  

  Business response

  10/31/2022

  Business Response /* (1000, 7, 2022/07/20) */ You were quoted $8700 to pack, prep, and load for 10 hrs using 4-5 professional movers/ packers, and also to provide packing supplies. We brought 8 professional movers on Day 1 We worked for 10 hrs. Then day which was supposed to be drive and unlaod day was instead another 10 hr day using 8 professional movers/packers, where we finished packing and went on to load a 3rd unaccounted for 24 ft box truck, Also more bubble wrap, boxes, and tape. Then we sent 3 drivers to LA instead of the orginal quoted 2 drivers. The additional $1800 covered a portion of the additional 10 hr day for 8 packers, the additional unaccounted for packing supplies, and the additional fuel for a 24 ft moving truck to travel to and from Louisiana. We did not feel comfortable charging the additional last min truck, labor, and fuel costs of $2200 so we ate that cost as a courtesy given the mere lenghth of this job. You still have another full 26 box trucknor more of stuff. Your home had a massive, massive amount of packing needed in the Kitchen, the China, the glassware, the cerimac bowls and serving platters. The fragile and small decor, then the garage was a truck and half. It was simply underestimated. And because of that we gave that $2200 off. Also the trailer loaded down with 7000 lbs of old metal and iron Gates in your backyard, the tires were worn, there was no latch on the trailer gate, snd the ball joint conectorwas solo. No safety Chains ma'am. It was not in any shapepr form road ready, unsafe. We did alot of work for you and we packed your things as if they were your own. You just happen to Have once we stared packing essitienly an 18 wheller and a half of contents Appx 55,000 lbs. Consumer Response /* (3000, 9, 2022/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) You came out and saw (even pictured) what all we had that needed to be moved prior to the quote. It is not my fault you underestimated. The movers also wasted time on wrapping things that didn't need to be wrapped, they were not breakable. They also packed a piece of chicken that I didn't find for a week, until I figured out were the Smell was coming from. On the first day of packing I asked for the trailer to be brought, that was the additional 1800 you told me it would cost, which I paid. You left the tv entertainment center and patio furniture. There was more than enough room in the moving trucks to accommodate it.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the moving company April 22nd 2022. The movers were suppose to show up at 2pm but they showed up 1 hour late. They started moving stuff into there truck around 3:30. Saturday afternoon my son spotted one of the movers sitting outside of our apt. Coming Monday night went out for dinner & our home was broken into. Is feeling for our Children's safety we start packing up what we've unpacked Tuesday afternoon. I received a text message from the owners wife saying" your claiming that Erick broke into your home? For insurance money?? You still owe me $50 LAME" that is so unprofessional. She refunded me $50 Monday night or Tuesday why would they even refund me $50 that I used for my deposit they felt guilty because nobody knew where I lived & I've never hired movers I've never had this problem.

  

  Business response

  06/15/2022

  Business Response /* (1000, 7, 2022/05/17) */ This client and her husband were fighting and smoking blunts the entire time. We have completed thousands of moves in North Texas. My driver and crew were quite certain you and your husband Zell drugs for a living. Not our 1st day at work. Then you asked for $50 deposit back which I sent after you left a threatening vm. Then I checked with the paperwork. The $50 was deducted, I asked you to Then pay it back. Sent 4 texts via business line. You never responded. Then a week later a detective called with some bogus story. Noone at that crew broke into your home in your high rise style apt. That even sounds ludicrous just typing it. Not sure if you are unemployed and have lots of free time. I know what insurance fraud is and how it works. I also know that if you sell drugs for a living what Kim's of people come in and out of your home. You still owe us $50. You recieved a great service. This nonsense is that. Nonsense, you should pay that $50 and find another mark. Consumer Response /* (3000, 9, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) First things first, I do no smoke blunts or any type of tobacco and if my husband and I were arguing that is nobody else's business but ours. We do not sell drugs for a living just because we have nice things and live in "High rise style" apartment does not give you ("a professional business") the right to discriminate your customers or judge us based off of what you THINK. If I were selling drugs I think it wouldn't be a problem for me to send you those $50 you are crying for. We run a business ourselves and we know how this works. Never in my 8 years of running a business have I ever dealt with such an unprofessional and rude individual. I wish we would of read all the bad reviews on Google that you all have and you wouldn't of been contracted to move our stuff. We have not ever committed fraud and do not plan to as we have children whom look up to us at which mostly all their stuff including their daily clothes were stolen. We were in our home 3 days! 1 of which your crew was there and not even my family nor friends knew where we had moved to because we advised them that they couldn't come over until we were done setting up our home. NOBODY knew where we lived ONLY YOUR CREW. We understand you underpay your employees and enjoy your cut from their hard work but that doesn't make it right for you to defend them because I'm pretty sure you don't fully know the people around you and what they're capable of. I think you "assuming" we sell drugs would draw attention to our belongings don't you think? Especially for a person who gets their hands dirty working for someone else and lives in the ghetto meanwhile the business owner just collects the hard earned money the movers deserve. I am letting my detective work and when the truth comes out you all are going to be in big trouble. And a piece of advise coming from some one who also runs a business, THE CUSTOMER IS ALWAYS RIGHT. Keeping your customers happy and having a positive attitude is what will always keep your business running. You sit there and argue with people on the reviews they leave you doesn't make you look so good now does it?

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a less than desirable move with Stonebriar on February 19, 2022. My move was, in my experience relative to other moving companies, slow, expensive, and frustrating because my vintage mirror was broken and the team was slow. I explained directly to the movers on Feb 19 that I have had several different movers move me longer distances, for less money, faster, and with no damage. By my own, my roommate, and her family's observation, the movers were slow. They were on their phones and walking slowly in the hallways when they thought I could not see them, were not communicating efficiently about how to assemble furniture, were disassembling things unnecessarily, and I suspected drug use from two of them due to the obvious smell (after the job was finished) and the presence of a marijuana leaf on one of the mover's hats. Because of this, I asked to be reimbursed partially and/or have my damaged mirror replaced to avoid leaving a negative review. I realize they have a clause that denies liability for damaged mirrors, but they also do not give an option to opt-out of this clause. Regardless, I think better business practice is to remedy this situation anyway. They did give me a $50 discount. Even then, I thought my move was overpriced for the damage done and I was not offered a replacement mirror at first. I spoke with Ashley, who escalated it to Tyler. Tyler apologized and agreed to replace the mirror. I followed up several times and asked for the mirror to be replaced. When the end of March was fast approaching and I had not received the mirror I said something like: "Please deliver the mirror or I will be leaving a negative review on every platform". Fast forward to April, I reach out again asking for mirror delivery. Because it has taken so long, I let them know I would leave a negative review. Tyler became very emotional and has since refused to return the mirror unless I sign an agreement to not leave a negative review. See documents attached.

  

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/04/18) */ The client did not want to sign a simple form stating she was satisfied so we could bring the mirror to her. We paid $208 to repair the mirror. Our liability only extended to .60 per pound per article which would be $3.85. The client is acting very unprofessional, she asked the movers to provide weed for her. That diminishes her credibility with us a professional establishment. We have hung the mirror we overpaid for in our office. We have mailed a check for the .60 per pound were obligated to in the amount of $3.80. The clients move was a pack and move in the same day that was done professional in 5 hrs from start to finish. Have a great day. Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This man, Tyler ******* had resorted to blatant lies about me, my character because he is insulted at a job being poorly performed. It is clear to me that he can't separate business from personal feelings by the way he has attacked me personally with an absolutely disgusting response like this. It is extremely insulting to that he would LIE to save face for his unprofessional manner of doing business. I will call as many character witnesses and as much proof as possible. Search the phone records and pull out the receipts to see who is truly unprofessional in this matter. He is absolutely unhinged. Never in my life have I ever done drugs, asked for drugs, or been around people who do. I am very devoutly committed to my Christian faith, and do not take part in illegal activity. I literally have never so much as littered in my entire life, and don't use curse words. None of this. His aggressive responses and lack of accountability are clear in the negative reviews on his page, and the replies he makes to them. I'm addition, he has underpaid me for the price of the mirror, given that it weighs at least 60 pounds. This is not a proper resolution. My things were packed, and his movers were hired to properly and quickly load my things into a truck, move them literally 0.7 miles down the road, and properly and quickly unload them. Never should this take over 5 hours to complete. Fix it.

*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. ↩