Complaints

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We were a satisfied repeat customer. ********************* worked with me in 2021 so I only reached out to him for our March 2024 move. ********************* was the lead mover for our March 15 packing and March 16 move. It was very rainy, but the team was great overall. When moving mattresses specifically as well as a select few other items in the rain, the team started putting items into zippered plastic / protective bags or covered them with blankets/plastic, without our request and completley voluntarily. When they got to the last mattress, the master, they didn't bag it and we asked why. I suspect they ran out of bags, but must have had someone run down to the truck and take a bag off one on the truck because a few min later it was in a bag on its way. No issue at that time. Upon setup of the master bed at the new house, the mattress came out of the bag soaked to the core at the head of the mattress - permanently damaged as much out of odor and mold concern than anything. ****** immediately took pictures and stepped aside to contact the company about the issue. He came back and said he submitted the issue and that when they finished Id have to reach out about resolution for a replacement, etc. no issues worth noting. We paid the fee, tipped the guys for their great work, and I requested ****** forward me the photos of the mattress. He said he would but never did. He also sent me the email for customer service to submit a reimbursement claim but said they had the pictures and all the info already. I left multiple voicemails, and after a couple of days ****** and ***** picked up and sent me claims forms, assuring me theyd be on it. I submitted the forms, support documents, and questions on March 22. It has now been almost 3 weeks with no reply. Calls, emails, texts, voicemails, social media posts, reviews, etc. I have gone to the address on BBB and on the documents we were sent, it appears both are inaccurate at least. Have notified the *** and will be pursuing legal action.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired this company January 20,2024 to move me from a storage unit to my new townhome. They damaged 2 of my 65 inch Tvs: I filled a claim on January 22,2024 sent pictures of my damaged TV with model number, serial number. I have been advised a check was sent in February that I never received. I have called this company daily, emailed them . No response from anyone .

• Initial Complaint

  10/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We used this company for moving services on August 1, 2023. Some of our things arrived about a week after they were supposed to arrive! Since then, we have been trying to get the rest of our possessions returned! We have been in contact with "******", and he promises to send them. We ask for pics of our things or tracking info, and he does not provide it. At one point, he redirected us to his shipping person "*****", who did not return my call! He sent one person (******) to unload our things, including a large gun safe! My husband and 16 year old son were forced to help move the safe! ****** said he saw our things in the ********** warehouse upon his return to *****. He later told ** he quit because of "******" not providing what he needed to properly complete the move! Items that have not been returned include ammunition, 2 Garmin fish finders (1k each), 1 electric fishing reel (approx. 1k), and many smaller/personal items! We have contacted the police department, sent a certified demand letter, and are now in the process of following up with *************. We originally contacted *************, thinking that's where he was located, and he lied to the officer telling him he will send our things back. I will be following up with Officer ******* as well who filed an incident report on our behalf. We later found out his real first name is ****, but he introduces himself as "******" and does not correct it! He is extremely charming and effective at making you think he is truthful and well-intentioned! Bottom line for us is that he has our things and we don't!

  Customer response

  10/21/2023

  I have a different address where he conducts his business! Not sure if its a mailing address, probably more of a physical address: *************************************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They broke several things while moving. They say they were to pay back. Received and send several emails and then nothing.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  March 2nd and 3rd 2021 Brother Bear was hired to pack and move our belongings after the Texas Freeze in February of that year. Brother Bear employees were sloppy in handling our belongings, didn't properly protect our belongings even to the point of not using protective supplies we provided. Just recently Big Daddy moving was hired to pack our belongings back into the house. Immediately upon opening the storage unit in my presence they found several damaged picture frames, kitchen table, buffet table, side table amongst other items. I have attempted to contact Brother Bear several times to no avail. We have uploaded a few pictures but there are several more pieces that are damaged.

*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. ↩