Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No proper lifting equipment.. damaged my rototiller by placing it on end. Damaged walls. Broke boxes labeled fragile. Put boxes in my garage on wet flooring. Threw random clothing onto floor of garage. Broke my desk and tried to hide the evidence by putting the broken trim behind the desk. Completely broke a dresser. Left another dresser smack dab in the middle of my bedroom. Misplaced parts to bed frames. Instructions were to put everything furniture related in the home and boxes on right side of garage where it was dry. Instead, the lines it all in front of the garage so I couldn't pull my car in. Broke shelves inside my large refrigerator. My children's fabric headboards were slathered with mud. Mattresses muddy. I could go on...I've reached out multiple times with no resolution. Good kids, but they are not given proper equipment, nor are they careful with your belongings. Fragile means fragile. Don't stack boxes on top of fragile boxes.   

  

  Business Response

  Date: 02/04/2025

  All information and responses pertaining to this claim are addressed in the docx file named "****** ***** Claim Report".

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22888658
  
  I am rejecting this response because: 

  I reject their response, as nothing has been remedied to date. I'd like the complaint to remain open.  Thank you!

  
  

  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/03/2025

  Hi ******, I'm more than happy to offer a fair resolution to the concerns that you have brought to our attention. There were obviously some things that happened during the move that I would classify as sensitive. Under the law provided by the State of Illinois, we are legally obligated to resolve according to $0.30/lb./article damaged - for which you agreed to by your signature on the bill of lading. I'd even be willing to go a little bit above that as a courtesy, but like I said, it has to be fair.
  
  
  You have to remember that with that very large pile in the garage, most of what we had to move was not appropriately prepared for transport. You also weren't at your ex-husband's house where we picked everything up where he made comments about carelessly handling your items. I really want to help you, but it has to be fair considering the circumstances.
  
  
  You mention the generous tip you left for the crew, which they are all extremely grateful for. However, I must say, in the extremely rare instances where my team performs THIS poorly as you are claiming, they don't receive ANY tip, much less a tip like you are describing.
  
  
  Please let me know what you think is a fair resolution for the damages with regard to the context of the move and I will promise to work with you from there!

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22888658
  
  I am rejecting this response because: The matter is still not resolved.  They're trying to negotiate a reimbursement rate based on eight of items damaged. I'm upset about that since they're large heavy and unable to be properly weighed.
  
  Sincerely,
  
  ****** *****