ComplaintsforBig Boys Moving Company

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a TERRRIBLE moving experience with this company on 10/19/2024. I have moved over 5 times in my adult life. And I have NEVER experienced such disrespect from the so called owner of this scam company! This company is VERY money hungry and CRUEL. The move that should have took less than 3 hours considering my residence was not far from the storage unit that held my belongings. Approximately 30 mins. I paid them $450 to only end up MOVING MAJORITY OF MY BELONGINGS MYSELF!!!! The movers were pressed for time to go to another stop, but didn't even assemble my furniture on top of me HAVING TO MOVE ALL OF MY OWN THINGS (boxes and furniture etc.) What is the point of hiring a moving company to help me move, to make my life easier only to END UP DOING IT MYSELF!?! Doesn't make any sense. The owner or managers name is Junior. He also threatened to keep my things if I did not pay the unagreed amount that he made up. He told the movers to drop my things on the concrete and to proceed to the next job. Then to matters WORSE that ***** ****** tried to run my card without my permission (unauthorized) to try to overcharge me for the move. Lucky I didn't have that on my card I only had $300. He initally wanted $489 IN ADDITION TO the $100 deposit I had paid to secure the move! That would have been ENTIRELY TOO MUCH! He took the $300 plus $50 cash I had on me left. I want AT LEAST a partial refund for overcharging of services not fully RENDERED. I will also be seeking an attorney because I believe that ******** business practices are ILLEGAL!!!!!!

  

  Business response

  10/24/2024

  We always strive to provide a positive moving experience for our customers, and were disappointed when that doesnt happen. However, this situation is quite different. Ms. ****** also known as ****** signed a document during scheduling that confirmed a charge of $387. This document also indicated that her move would likely require an additional hour of service, raising the total to $516.
  On moving day, she attempted to negotiate with the crew, offering them $200 cash instead. Unfortunately, they are not allowed to make such arrangements, as it puts their jobs at risk. They can only charge the agreed amount stated in the signed document. When ***** realized they couldn't accept her cash offer, she became physically aggressive, trying to provoke a confrontation and even attempted to grab the keys from them as they sought to retreat to the truck.  After about an hour, she understood that she needed to pay the agreed amount and eventually got the crew's supervisor to accept a lower amount in order to expedite the unloading of her belongings and ensure the crew's safety. ***** has since posted several misleading reviews online, along with this inaccurate complaint. We wish her all the best and are now closing the matter. Thank you to the Better Business Bureau for your assistance in closing this matter.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Big Boys Moving & Storage services on August 30, 2024 and I was overall satisfied with their service until I noticed a few items of my husbands were missing after we finished unpacking. Our move was scheduled for 1pm-5pm. First I received a message at 10:54am saying the movers were on the way, when I had especially mentioned our house closing was at 11am, so I needed the move to be in the afternoon. Then, that situation got resolved and I was told they would come towards the end of that 1pm-5pm window. The crew didnt arrive until 7pm. Fine. I am 7 months pregnant and my husband was out of town, so thats why we had hired them. There was so much going on, I did not think I needed to be watching the movers every move. Unfortunately, after we finished unpacking, we realized some of his tools are missing. Upon contacting their customer service, they said nothing can be done : Unfortunately, I must inform you that when your items were delivered, you signed the contract for a third time, indicating that the move was completed without exception and that there was no damage or loss. As a result, the insurance company has denied your claim. Their policy states that any damage or loss must be reported at the time of delivery, and any reports made after that are considered null and void. This is a standard practice among both insurance and moving companies. Im very disappointed, but I guess ****** learned. You pay big money and cant trust people.

  

  Business response

  09/20/2024

  Dear Ms. King:  You contacted our office 11 days after your move to report missing items.  We explained to you that it is a strict policy that any loss claim must be reported much sooner.  In fact they require the report at the time of delivery.  We understand that unexpected issues can arise during a move, and we do offer some leniency. However, please note that claims submitted nearly two weeks after your move exceed our acceptable timeframe. We appreciate your understanding in this matter." Our insurance company cannot verify that the items (packed by you) were actually included in the move.  They also cannot verify who has been in your residence in the 2 weeks since your move date.  There are extensive notes regarding your move that you inquired multiple times about our insurance and how much is covered prior to your move day.  The following is the information provided to you yesterday from our office:  I want to sincerely apologize for the delay in my response regarding your theft claim. I understand how frustrating this situation can be, and I appreciate your patience as I navigated our strict processes for addressing such claims.
  I have gathered all the necessary information and processed your claim with our insurance provider. Unfortunately, I must inform you that when your items were delivered, you signed the contract for a third time, indicating that the move was completed without exception and that there was no damage or loss. As a result, the insurance company has denied your claim. Their policy states that any damage or loss must be reported at the time of delivery, and any reports made after that are considered null and void. This is a standard practice among both insurance and moving companies.
  I was hopeful that during the time I was waiting for a reply from the insurance, you might have fully unpacked and found the missing items. If there’s anything else I can assist you with or any other concerns you have, please don’t hesitate to reach out.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am frustrated beyond belief with Big Boys Moving Company *****. They are the worst movers I have ever experienced having moved 20 times across country with a variety of movers for business reasons. The latest incident and the one that causes me to write this complaint / review is based on today.******** sent me an email confirmation that I would have a repair guy on Wednesday, August 14 between Noon and 1pm. So, when I had not heard or seen anything I sent an email at 12:15 when I had not heard from anyone - no answer to the email. Then I sent a second email at 1:36 - no answer. I did try phoning several times but ****** (another disaster story) screens calls and would not help at all.After searching on the internet, I found a phone number that ***** answered. ***** claims there was never an appointment at ****, that I was on the schedule at 5PM. I do still have the email from ********, but ***** continued to claim that I never had that appointment. Well now the repair man cannot come at 5PM maybe next week, since he is so busy with repairs this week.So further searching on the internet leads me to *************************, Co-Owner. I sent an email to ************** but their server blocked the email. That leaves me nothing to do to get a reasonable response from Big Boys Moving Company *****. So where do you turn if the business does not care enough to respond.SEE THE ATTACHMENT FOR MORE DETAILS.

  

  Business response

  09/05/2024

  Dear ******************:  Thank you for taking the time to share your concerns regarding your recent moving experience.  I genuinely apologize for the frustration you've encountered.  I understand the inconvenience caused by the scheduling issues and lack of communication you experienced. We strive to provide excellent service, and its clear we fell short in this instance.  Regarding your concerns, I would like to clarify a few points:  Scheduling Confusion: ********'s email confirmed an appointment for Noon on August 14. I regret the confusion caused when the repair professional was delayed. Our team does its best to manage and communicate changes promptly, but it appears there was a breakdown in this process.  Insurance Claim: As noted, you sent us photos of your items and mentioned that you completed unpacking nearly a month after the move. Our insurance partner denied the claim because the damage was reported nearly a month after your move date and there was uncertainty about when the damage occurred versus when you moved the items around your home yourself. As both you and your husband *********************** are insurance professionals, you might understand that claims need to be filed promptly and with clear documentation.
  Repair Scheduling: Although we are under no obligation to repair items, we aimed to offer the best experience possible by scheduling a repair and acting outside of our agreement. However, due to the aggressive nature of your interactions with our customer service representative, our management is now hesitant to send a repair professional to your home. We want to ensure a positive and respectful environment for our staff, and we hope you can understand this position.  *************************: I must clarify that ************************* is not associated with our company, and I have no knowledge of that individual.  

  We genuinely value your feedback and are committed to addressing your concerns. We had hoped to resolve this matter to your satisfaction by offering courtesy repair service but I no longer feel we would be able to provide any service that would meet with your satisfaction.  Please dont hesitate to reach out directly to me for further clarification. 

  Customer response

  09/10/2024

   
  Complaint: 22142994
  
  I am rejecting this response because:

  I am not satisfied with the response. I am not surprised by the response. This is a company that would rather read the rules then listen and apply customer service. I truly do not expect a satisfactory response from this company. At this time I see no reason to continue a dialogue with a company that does not believe in customer service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When the company moved my stuff they damaged my bed frame. I documented this with the driver at the time of delivery. I worked with ***** a few months following this for her to submit the claim. I never heard back. I called and left messages and emailed the customer service email

  

  Business response

  08/08/2024

  Dear ****************:

  I do remember some details of your move service from more than a year ago.  I recall corresponding with you in length however, I don't remember the exact issues you had with the move service.  To avoid reviewing all of this information from 2023 and in an effort to satisfy you I will gladly refund $100.  I have attached a copy of the refund receipt to this reply.  I am asking the BBB to please keep that receipt for **************** only and NOT for public viewing.  Please remember that although our bank has processed this transaction immediately it depends on your bank's policies how quickly they credit the funds back to the account.  Thank you for giving me the opportunity to resolve the matter and thank you to the BBB for your assistance.  

  Customer response

  08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The move was on 04/29. They said they would be there between 10 1, closer to 11. They came at 1:15. I was moving a one bedroom apartment, did not have much at all to move. I have pictures of everything that was to be moved, it should not have taken more than 1 to 2 hours. It took them a lot longer because they insisted on bubble wrapping everything (dresser, file cabinet, ect) even after I told them I wrapped all the things I wanted to except my sofa, but I brought the plastic that you just put around the sofa, not wrap it all. It took them over an hour to bubble wrap everything. I should not be charged for the time it took to do that because I told them they did not need to. Also before they started moving stuff they made me sign a paper about a tip, ect. At that point I had no choice but to sign because I had to be out by the end of the day.Rate prices are calculated in full hourly increments which begin when the truck arrives at the start location and end when payment has been made in full and our truck is prepared to depart from end location. I made a deposit of $100 which should come off the total cost and then I was suppose to get $100 credit for booking online. They also charged me an extra $129 to drive their truck back to their home base, in *****. They billed me $851 and took out $785.04, did not take off the $100 deposit or the $100 in their ad. And because of the bubble wrap they should not have charged me $129 for the time it took for them to do it, after I told them twice not to. I feel they owe me at least $405 I went back and forth with them through emails and they will not honor anything they said to me. These people are cheats.

  

  Business response

  06/04/2024

  To Whom It May ************** Our sales representative gave ************ $269 in discounts for her move service.  I have carefully reviewed all of the signed documents and pre-move correspondence and found that our crew and office staff acted in line with our agreement with ************.  I have made multiple efforts to resolve the matter and explain the charges to ************.  Please review the correspondence I sent most recently that states our position on this matter:

  Dear ************:
  
  Thank you for allowing me the time to completely review all of the documents from your move service.  I attached a copy of the Order for Service that you signed prior to your move day.  Please review this document carefully.  
  
  I compared this document with our copy of your signed contract (three signatures) and the rate you were charged matches with the rate you were estimated.
  
  It is our company policy that all crews for each include a waiver form for our customers to sign. This form is used for those customers that request no shrink wrap or blanketing of their items.  Many customers choose this option as it makes the move service go quicker.  The waiver is so that our crews are released from liability should a customer direct them to NOT do all that they can to protect your items.
  
  If you would have asked the crew to NOT wrap or blanket your items they would have asked you to sign this form.  I am sorry that the crew did not understand that you were asking them not to protect your items.  I am not sure how this happened as it is a normal situation that the crew be asked this request and they get the form signed and then comply.
  
  I do see in the Order for Service that your move labor time was estimated at 3 to 4 hours.  Your move labor took 4 hours.
  
  I double checked the times on the face of the contract that you signed with the truck's GPS records and verified these times are correct.
  
  You were notified in the Order for Service and also signed in agreement to the trip charge of 1 hour added to the total.  This trip charge was $129.  It is discounted $20 from our standard rates.
  
  I also see that the trip charge to your start location was waived.  This represents a savings of $149.
  
  The labor rate was $129 per hour.  This represents a savings of $20 for each hour.  The total for 4 hours of labor savings is $80.
  
  The fuel surcharge was reduced from $149 to $129.  This represents a savings of $20.
  
  You were also notified prior to the move that we add on gratuity.  You signed in agreement to this prior to the move and also on the face of the contract on move day.
  
  You were notified prior to the move that we add a 4 percent convenience fee for credit card use.  You signed in agreement to this charge on the Order for Service and also on the face of the contract.
  
  Based on my careful examination of your move charges I found that you were charged in accordance with both the signed estimate and signed contract.
  
  The total savings given to you by your sales representative are $269 off our standard rates.  We do not allow a customer to combine offers.  In other words, you cannot combine the $100 Off with the discounts provided to you at the time of scheduling.
  
  It is clearly stated in the Order for Service that your discount was applied at the time of scheduling.
  
  I am hoping my explanation of the charges clears up the confusion.  If you should need anything further please let me know.
  
  Sincerely,
  
  ***************************
  

   

  Thank you to the BBB for your assistance in resolving and closing this matter.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BIG BOYZ MOVING COMPANY has failed to execute contract for move March 16th, 2024, then, rather than negotiate differences due to their failures has stolen my personal belongings and property holding it hostage for over 2 times agreed amount and sadly continues to misrepresent, fabricate AND BULLY MY FAMILY. I am including actual documents in support. Still, it is my intention that this can be resolved amicably with help of authorities mediating a reasonable outcome.I did offer/ propose more than the estimate. And more than what the cost would have been had they actually done what they committed to in pre-move document. I answered the form questionnaire provided in full, answered questions on phone in two conversations with their office representative, ******, answered the questions they had on their survey. I volunteered extra information. The movers all saw how much personal property and belongings was there upon arrival. And the second truck would have seen, as well if had they arrived anywhere near on time instead of more than 8 hours later.Facts:In advance, I requested 6 bids or estimates from various moving companies. I got 3 responses in writing - they are attached and all within the same range between 1500 and 1800 dollars for the move. Movers were all given the same details and were going to all agreeably accomplish in 6 to 8 hours. These estimates were also in line with previous moves made in the last five years. The big difference with BIG BOYS MOVING & STORAGE is that they were going to use 2 trucks for the majority of the time period which would speed up or cut in half the amount of time it would take to move. That is why I went with them.In the original agreement, BIG BOYS MOVING agreed to getting one truck there for 2 hours and then 2 trucks until the remainder of the move. Had been accomplished/ executed. They were also going to fully disassemble and reassemble furniture taken apart for moving purposes. Instead, what they actually executed was 1 truck that arrived an hour late for the entire time with the second truck not arriving until after dark some 8 hours later than committed.This BIG BOYS MOVING failure to fulfill/ execute not only Doubled or more the charges from $1,700 to $4,500 and now threaten storage fees,. But when they took off with my property and personal belongings, it included prescriptions for my elderly mother, 85 years old and her wheelchair, as well as valuable personal, Unreplaceable family heirlooms and collectables. It is our grave concern that these items are being damaged in hot storage facilities and multiple handlings simply do to the fact that charges came in over double because BIG BOYS MOVING failed to execute their commitment of 2 trucks for the majority of the move . That is why my proposal is the cost of the actual time It took had they actually had the two trucks there for the percent of time committed to in the original agreement upfront. On moving day, when the first truck arrived an hour late, movers could have immediately reassessed any differences and the accused falsely notion that any misrepresentation was done. Everything was accurate to all.When you call in to the office of BIG BOYS MOVING and ****** answers at the beginning of every call, there is a recorded statement that says that all calls are recorded, so please bring forth these recordings as they will reveal that I have been nothing but truthful and upfront. It is alarming that they would, rather than address issues, instead attack me personally when they have recordings and we have documents and exchanges revealing the truth. The first Truck that arrived was 2 movers, both of whom after 4 hours looked forward to the second truck arriving to speed up the time to move during that day. I made multiple calls to the office. ******, my representative, was not there over that timeframe and there was a substitute whom the mover's said was new. I think the substitute may be named ********,- she stated that multiple times she was calling the other truck to see when it would arrive. By the way, when the truck did finally arrive, it was oddly a U-Haul rental truck,- Creating the question of whether they had the facilities at all because they actually had a rental.I did make changes. I made changes 3 days in advance by calling the office and letting them know. I did change the date because otherwise it would have been only a 2 day change. The statements made are completely false and opposite, for example, I did not mention anything at all about an mls usage for inventory. I don't even see how that would be accurate because it would be other peoples Stuff. I don't know how that would show up. I don't know how that works. But ****** was confident that that was fine. It was ****** that brought up not showing up personally and doing an evaluation.Also, the changes I made were exactly opposite. Originally, the distance was from **************** all the way to **** with 2 stops- each having multiple flights of stairs. The change made was one-stop at destination only with no flights of stairs and a quarter of the original distance. This would expedite the time because it cut the distance, because it cut out stairs and because it cut out a stop further reducing costs from the original estimate which was not changed after I made these adjustments.The changed Single drop location instead of ****, was now Tampa at ******* and ****** area. The movers were all empathetic to my plight that instead of 2 trucks for 8 hours or so, there was only one trunk until the last few hours of the month. I did sign the arrival agreement for the first and only the first truck upon arrival. I was Still thinking that BIG BOYS MOVING was going to execute their commitment to our original contract. However, when the second truck arrived, they would not start working until I signed the other agreement, so if you will look in the attached, you'll see where I wrote that I am only signing that the truck arrived and not agreeing to any other things. The movers tried calling but no one was in the office. They spoke to some supervisor whom they would not let me speak with directly. During the first part of the move, one mover was a seasoned veteran. The other one said he was experienced, but he was new to BIG BOYS MOVING. He got tired and physically sick before they could fully load a truck. The ill mover left before the first truck left and it was not completely full. At the destination, a replacement mover was there, but he was new because the veteran had to explain how to use the 2 ******* to get down steps and how to stack heavier things underneath big things. They assembled a bed. One bed only and they left unassembled Everything else, including the security hardware on the door, a large desk and armoire and tables.The substitute new office person said that ****** would not be back until Tuesday. So that is why I did not call in on a Sunday because I could not speak to a supervisor and no one else would know what had been agreed to and what had actually happened. One mover, the only caucasian mover, even stated that shifty things had been occurring previously and that this was wrong that I was having to pay for a single truck all day for most of the day instead of the 2 trucks as agreed. After ****** sort of shut down and said all communications had to be by email only. I had an attorney address, BIG BOYS MOVING and the response was accusatory, misleading and slanderous. There is a line item address of each statement attached. Now, after the move, rather than sensibly working through their epic- fail of execution in having 2 trucks there for the majority of time, have made mistaken statements and attacks. And in the statement of we have not heard you from you in several days,.. fact is we did respond and they did not respond for several days or even open the Email because my attorney had not received a read receipt for several days after the response.So now, My Property has been handled multiple times, my elderly mother has been greatly inconvenienced. We were had extra costs by replacing prescriptions that were on a kitchen table and told not to take them, but one of the movers inadvertently packed them away. She has also really missed her wheelchair which we ask for at the destination but one of the trucks had already taken off before we had final,- ended Conversation.Their behavior has not only included bullying, and attacks libel and slanders, but false mis-representations, Contract violation and the gross representation of stating you'll have 2 trucks there for 75% of the time when they only had 2 trucks there for 25% of the time, bait and switch, theft, extortion. racketeering and for *******, elderly abuse. My proposal was and is simply that for the time that it took for the move, giving ****** that it may have taken longer but with the 2 trucks for the same percent of time, rather than just the one.But It would be paid after full delivery and assembly. I would only pay a small portion in advance to get them going and show my goodwill. Since they had totally acted out of good faith and good will thus far that being not the movers themselves who are empathetic, but responses from BIG BOYS MOVING office.Attached are documents of the original agreement, My proposal, emails to and from ************** communications between my attorney and BIG BOYS MOVING, ********** representative phone contacts, the attempted charges to my account (Which they made without my knowledge prior to the arrival At the destination which begs the question if they knew they were not being paid that evening, -Why did they take the charges before the destination? And why did they add to the time and cost by even going to the destination?The items at risk and storage at this time are personal keepsakes, Collectibles, valuables as I said, my 85-year-old mother's wheelchair and personal belongings, clothes, which are nice, including formal gowns, formal boots, expensive shoes alone totaling over $10,000 in value. Taken items also include Large items like armoires, tables and bookcases, Electronics from several screen monitors computers, laptops, Yard equipment, Kayaks, lawn furniture, a grill, weights, decorative outdoor umbrellas, bicycles and the personal possessions that are irreplaceable (valued around $150,000.00) for 3 people in the **** family that live there.*******************

  

  Business response

  05/31/2024

  To Whom It *** *********************** please find copies of our office correspondence with **************** bankruptcy attorney, copied to ************ and also our response to the ****************** of *********** and Consumer Services.  A quick review of all should provide the details of this situation.

  ************ did not contact our office to resolve the matter.  He asked his bankruptcy attorney to contact our office.  After this attorney's review of our responses and copies of all signed documents he has stopped reaching out since March.

  ************ then filed a complaint with the ****************** of *********** and Consumer Services.  Our office provided the identical information as we gave to his attorney.  After reviewing our response and all of the documentation the complaint was closed within hours.

  Now ************ has filed a complaint with the BBB.  I am providing you with the identical information.  This matter is now nearing a 90 day mark.  We have provided storage to ************ free of charge for the entire time.  We can no longer provide free storage.  We have waived labor and many additional fees yet ************ has yet to contact our office directly to retrieve his items or, at the very least, advise us that he is never picking up his items.

  This is our formal notification that we will have to remove his items from our storage and dispose of the items if we do not get any correspondence/plan for pick up and payment from ************.  Our office will have 3 employees unload all of the units, unbox all of the items and video record the contents of the storage containers.  The items, from the information that I have, would not even cover any of our labor costs for his move service so auction is not an option.  Today is *** 31st.  I am urging ************ to contact me to make a payment plan prior to July 1st.  After July 1st we will be forced to dispose of the items after carefully documenting the contents.

  Thank you to the BBB for any assistance you can provide in resolving this matter.

   

   

   

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired these movers specifically to move my cable machine -take it apart and put it back together. I was billed for things that were not told to me up front and my cable machine does not work and the owner would not get back to me until I disputed the charge on my credit card bill. My machine that I need for my health does not work and I paid them. The move took 3 hours and I was charged $911.00.

  

  Business response

  05/15/2024

  To Whom It May ************** Please review the copy of the signed Order for Service and the string of email correspondence that ****************** included in her complaint.  The Order for Service indicates a 7 hour estimate.  Our crew was able to complete her move in just 3 hours!  I double checked the charges to ********************** card and found that she was not charged $911.  Her total move cost was $795.60.  This rate matches with the estimate ****************** received and signed in agreement to prior to her move service.  I am not sure why she thinks she was charged more however, if you read the string of emails you will find that my co-worker explained her charges in detail in an email.  I am more than happy to go over this again with ****************** if needed.  Please direct her to contact me directly.

  I did see in the email correspondence that our office responded immediately on Monday morning to her complaint made over the weekend when we were closed.  We attempted to reach out multiple times to schedule a time for the repairs.  She never responded regarding making this appointment.  She then called her credit card company and attempted a chargeback for the services that were provided.  Our office has corresponded with her credit card company and provided all the documentation from her service.  The chargeback was reversed and she was still responsible for the payment through her card.  She has now filed this complaint and I am at a loss at what I can do for her.  Again, she can contact me directly if she still needs repair.  Unfortunately, I am not permitted to refund any charges for services provided.  We did all that we could to schedule a repair professional but were unable to coordinate this with ******************.  Possibly it was a simple fix and she was able to do it herself.  Thank you to the BBB for assisting us with resolving this matter.  

  Customer response

  05/15/2024

   
  Complaint: 21667802
  
  I am rejecting this response because: She did not call me like she states on 3/28 I attached my cell phone bill. My machine still does not work. She ghosted me and it was not until I disputed the charge with Discover did she reach out. I was never contacted by the "supervisor" as she stated in her response. Again, I paid for the machine to be taken apart and put back together so that I can use it. It is now May and it is still broken. If you review the emails she did not respond until 4/2 and it was excuse after excuse. How is the contract valid when they did not put my machine together properly so that it works? I have videos of how it worked normally before the move and videos of how it does not work since *** Boys took it apart and put it back together (I can send them to BBB if needed) I went this company because when I spoke with ****** she assured me they move cable machines all the time and put them back together with no issues. Also on her first email to me it details all the charges and there is no mention of tip or charge for using credit card and it also says no hidden fee's. If those fee's were not disclosed in her email to me then how are they not hidden? (I attached emails and phone bill for review -I can email videos as well as they are too large to upload in BBB attachment section)
  
  Sincerely,
  
  ***************************

  

  Business response

  05/16/2024

  To Whom It May ************** Regarding "hidden fees" I would again ask ****************** to review the Order for Service she signed at the time of scheduling and BEFORE her deposit was charged.  It clearly states all of the information about gratuity and convenience fees for credit card payments.  She admits to not reading this prior to signing.  Our crews routinely disassemble, move and reassemble cable equipment for the last 19 years.  Her crew is trained and all movers have been performing this service for years.  Again, ****************** can contact me directly and I can schedule someone to come out and repair the equipment.  I am not sure if this would help as she stated that she paid someone to fix it already?  If ****************** would contact me it would be helpful if she could tell me the name of the repair company.  Our representative can then coordinate with that company on exactly what is wrong so we can repair it correctly.  My direct email address is *******************************************  I am more than willing to help her get this fixed.  Thank you to the BBB for helping us resolve this matter.

  Customer response

  05/16/2024

   
  Complaint: 21667802
  
  I am rejecting this response because: I do not feel comfortable with *** Boys coming out to repair since I had to go through all of this to even get a response from them. I feel it is only fair that I contact another company that can come out and repair it and *** Boys reimburse me what they charge for repair. I also never said I paid anyone to come and fix it. Also I provided proof that ****** never contacted me to repair it but they can still charge me for moving it and putting it back together when it doesn't even work?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Move 6/3/2023 Quote price - $387 - $516 Billed price - $709 Tipped driver personally $100 Making total move $809 BBM quoted me $129/hr with a 2 hr minimum plus $129 for fuel. I gave them beginning/ending addresses and was given a quote of $387 for 2 hrs or $516 for 3 hrs. They were supposed to give a 30 minute call before arrival. They showed up 8 minutes later; which put us into the 3 hr category. The total move took 2 hrs, 11 mins. Even though in the tiniest writing possible on their contract, they added a driveback fee for their truck which was NEVER quoted to me; even when they had the ending address. I don't know how they can surprise the customer with a fee that was never quoted as I would not know where they park their vehicles. They don't answer their phones; they are only open regular business hrs; however, advertise business is open 7 days week/24 hr day. When I texted the day of the move indicating I was overcharged, and requested a call back; No one called me back. I tried calling numerous times on Monday morning, they ignored my calls and messages. I was hung up on twice. I received an email after threatening to dispute charges. I tried resolving the issue by requesting at the very least a refund in the amount of $193, as these charges were not quoted. This company has been extremely deceitful and refuses to honor the quote I received from ****** from their office. I even gave them the ************* of my conversation with ****** so they can pull it up as everytime you call the office you are advised you are on a recorded line.

  

  Business response

  07/12/2023

  To Whom It May ********************* review the attached PDF file regarding this complaint.  ****************' sales representative forwarded the original estimate sent to her with an explanation of the charges.  **************** received this information via email prior to her move and replied to that email.  We maintain her IP address on file as her digital signature acknowledging the estimate and her agreement to the rate.

  Our sales rep highlighted in yellow the sections outlining the charges for drive time back to the office and the estimate of hours needed to complete the service.  She estimated 4 hours.  The move service took 4 hours.  **************** was charged for 4 hours.

  She further highlighted the area of the estimate regarding drive time.  This is also on the face of the contract that **************** signed.  She reported that she only initialed the contract and couldn't read the small font.  She actually signed the contract in 3 separate places.  Just above her first signature (in bolded large font) are the words "add 1 hour back to 33635".  Just above her third signature are the words (in the same larger font) "add 1 hour back".

  Additionally, highlighted in yellow and in bolded larger font, are the words "10% minimum tip" just above her 3rd signature.  The total move charge was $704.  This is the amount charged to the card she provided for payment.  The terms clearly outline that a 10% minimum gratuity will be added to all move totals.  If a customer would like to tip in cash we ask that they please note this on the contract so the charge is not added to the credit card amount.  **************** did not note any cash tip and neither did *************.

  I am not sure how **************** knew that the crew arrived exactly 8 minutes after the supervisor sent her a text (if she was not there) however, I could not find any return text stating that she was "on her way" or any information in the internal notes that she was not at the starting location.  The only time I can verify is the crew's arrival time based on the *** records.  This is the official start time per the Terms and Conditions sent to *****************

  Based on my careful review of all the information I could gather regarding this complaint I did not find any instance that our office or crew acted outside of the contract that we have with *****************  We appreciate her business but I am unable to refund for service that has been provided.  I appreciate the BBB and their efforts to help us resolve this matter.

  Customer response

  07/12/2023

   
  Complaint: 20190096
  
  I am rejecting this response because:

  You can see from the attached quote, BBM states the amount was clearly sent to me via email.  Their email is NOTHING CLOSE TO CLEAR.  You can see the only thing clearly written out is the 2 hour minimum plus additional $129 for maintenance fees.  This is a clear case of Junk Fees.  BBM has the ending address for the move; therefore, they know where they want their trucks returned.  But instead of being forthcoming and adding the "hour back" amount along with the other charges; it is in their best interest to HIDE fees from the customer.  They clearly let you know you are on a recorded line so everything I have accused them of can easily be verified. I stated more than once when I was being quoted by *************************; "to be clear, if my move is done in 2 hours the most I will pay is $387; but if it goes into the 3rd hour I will pay no more than $516; there are NO OTHER CHARGES.  ****** said, no; no other charges. BBM is saying I never indicated how I would pay; I had ****** confirm what my worst case scenario price would be because I told her I was paying cash, so the office did know.  Again, the only argument they have regarding the contract and the signatures I feel are mute!  The point still remains, they give you a quote, and do not honor it.  What's more disgusting is the movers are now not even putting down an accurate stop time for the move.  So the movers call the office and they tell them what time to put down.  My move did not take 4 hours!

  As far as their response of how I knew it took 8 minutes to get there after my text; it was my daughter's move, she was there so I received the call from her.  I was told the move could not start until I got there.  However, items were already on the truck without my signature.  Again, there was no time to read this ridiculously long contract as I had put my trust in what they quoted me.  Also, since almost all the items were already on the truck, my concern was trying to keep the price at $387 as quoted; so I was helping to get items loaded.  I ONLY SIGNED the contract at the end of the move; when I was told the mover would be fired if I didn't sign.  Adding charges after the movers have already gotten there and started moving is an incredibly shady practice.  What is the quote for?  As far as the time it took.  The mover would not put the correct time down, the office told him what time to put down.  Our move took 2 hours and 11 minutes; not 4.  So my same question; was ******** there, was ***** there, was ****** there?  NO, no office personnel was there and they weren't answering the phone either even though their hours state they're open 7 days a week, 24 hours a day.  However, when you advise the office of the incorrect charges; they avoid your calls, they hang up on you; I had to threaten to dispute charges.  That gets their attention, but then they say they're turning you over to their **************** and will not speak to you.  There needs to be some accountability for *** Boys Moving. 

  I implore the BBB to review these cases on *** Boys Moving.  If you go to Yelp you can clearly see there is a pattern with this company quoting one price and then showing up and charging more.  You have no choice but to sign the contract because the movers are already there, there was no time to get another mover.  Plus BBM has your credit card and they will charge you regardless if they move you or not. 

  When ****** told me they were honoring my first contract as this was the second time using BBM; I honestly didn't even question the fact there would be hidden fees because it was very straight forward and I paid what I was quoted in April 2022.  What a difference a year has made with this extremely untrusty company.  They know they are completely in the wrong.  I tried to settle this amicably only requesting a credit of $193 which is more than fair for a 2 hour 11 minute move.  They know this move cost $809 ($100 cash was tipped) and are refusing to do the right thing. All I am asking from BBM is to refund $193 as this is what is owed me.

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

  Customer response

  07/18/2023

   
  Complaint: 20190096
  
  I am rejecting this response because:

  Hi Kolbie. I rejected the response from *** Boys Moving because they have not addressed the fact they are not honoring their quote, nor are they including the amount for drive back in the quote (writing there could be a drive back limited to one hour in a highlighted paragraph in an email, is still hiding the fee). Anyone familiar with a move knows once the movers show up with contract in hand you have no choice to sign the contract. Mainly because if you reject the contract, youll still get charged the 2 hour minimum if they dont move you. Its not fair to say you signed the contract once the movers have already arrived. 
  
  When I was writing my response I didnt realize there was a 30 minute time limit. I wanted to add that at the end of my move, their own movers indicated they were having a lot of hostility from customers because what is being quoted is not what is being honored.  
  
  Is there a way for you to add this to my rejection. I was trying to protect the movers but this company needs to be held accountable for hiding fees to stay competitive with other movers and then not honoring the quote.
  
  Please respond back to let me know you received my email.
  

  Sincerely,
  

  
  *************************

  

  Business response

  07/18/2023

  To Whom It May ***************** are disappointed that **************** is not satisfied with her service however, we cannot find any instance where the contract/agreement for moving services was not followed.  My response is in strict adherence to all written and signed documents (each move requires a digital signed agreement and a contract signed 3 times).  I cannot base a refund for services provided/physical labor on the fact that the customer did not understand, did not read thoroughly, thought someone said something on the phone or simply wishes a different circumstance.  We appreciate the BBB attempting to help us resolve the issues with this customer.  

  Customer response

  07/18/2023

   
  Complaint: 20190096
  
  I am rejecting this response because:The disappointment is mutual. The problem is I understand exactly how you are trying to justify not being forthcoming in your pricing.  You give a quote, in an email (see my attachments), you itemize all charges except the potential drive back charge in a paragraph ; not listed with the hourly rate. Again my question to BBM, you have the beginning and ending addresses for the move. Why isnt the drive back clearly itemized out as is the 2 hour minimum charge and maintenance charge. Those charges are clearly itemized. Your other charges are simply hidden; so yes I do understand.
   As far as what I thought I heard on the phone with ****** for my quote, your response is ridiculous as I have provided exact dates and times of my recorded conversation.  Its not in your best interest to pull the recording, then youd have to admit wrongdoing and everything I have stated is correct.
  I knew this would go back and forth, and you would you would use strong armed tactics to drill home I signed your contract. And again, the contract was signed AFTER all my daughters items were loaded on your truck. And again AFTER your movers pleaded with me to sign as their job was on the line.  But not before I learned from them that BBM not honoring the quoted price was becoming on ongoing problem. 
  I thought since I was a returning customer and I had been charged correctly the first time, BBM would realize the error.  Again, I am only requesting a credit of $193, which is the worst case scenario *********************** assured me would be my out of pocket.
  
  Sincerely,
  
  *************************

  Customer response

  07/19/2023

   
  Complaint: 20190096
  
  I am rejecting this response because:

  BBM said they would honor my contract from 2022. As you can see this is not the case. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were quoted a 3-4 hour move for the moving of our one bedroom apartment. We were very specific about the items we had and the location of the apartment and how this move had to be done via elevator as well as the driving distance between apartments and what had to be assembled and reassembled (I even have the quote document to prove it). This move took a drawn-out of 10 hours to complete. The movers were independent contractors that were quite literally doing one grab per elevator trip. After 6 hours had passed our items were held at the new property inside the truck until we paid for a total quote of 10 hours. The job they were supposed to have had that morning had been canceled and it felt like they were trying to draw out this job to make up for it. We would have understood if the job took even 6 hours because we had *********************************************************************************** a few extra dolly trips. We didn't even have them reassemble the bed at the end because we wanted it done with. We ended up having to pay $1,500 for the moving of a one-bedroom apt. with a very average amount of items. If we had not been quoted an outrageously different amount of time we wouldn't have been so upset, we had three other movers quote us that this would be a 2-hour move as well. We had to pay an unexpected extra $1,000 dollars our on moving day. They do not even offer financing in these circumstances. If we didn't have the money right, they would have taken our items. It's insane. They also force you to pay 10% gratuity on top of it as well as other fees. They also have you sign the contract before they scam you so you are stuck. I have just never felt so helpless in a situation with a business.

  

  Business response

  09/01/2022

  I searched our records and could not find any previous communication (phone or email) from this customer regarding any issues. I did research all the information from her move service and found that the original estimate did not include the information that her apartment at the start location required use of a passenger elevator with no reservation. This resulted in our crew competing for use of the elevator with other residents. The elevator was also located in the hallway past 9 other apartments. Additionally, our crew was not given a designated space for the truck so the walk from the ground level to the parking spot was considerable. Our crews routinely take photos of the inventory at the fully loaded stage. This helps us see that the cargo area was utilized in the best way and that all the items were protected properly. It also gives us a better idea of the size of the load. I compared this with the original list provided by the customer and found that in addition to the 20 extra boxes there were more items than those included in the estimate. The crew experienced the same issues with parking and also the elevator at her new apartment. All of these factors contributed to her move service going considerably longer than estimated. I reviewed all the forms and found that she signed multiple places agreeing to the rate and all the terms. At no time did she request to limit the service. We do quite often work with our customers to establish a maximum amount of time for their service so that we can meet their budget requirements. This does not mean that all of their items can be moved so most customers opt to move the small items and boxes themselves. This limitation of service time is outlined in the information sent to all customers prior to their move day. As long as the customer limits the service time before the move starts; we are happy to work with them and their budget. Customers are not permitted to limit the service after the move is completed. So, you would not be able to request only 4 hours after the crew has worked for 10 hours. Based on this information I have to respectfully decline her request for a refund of service provided. Thank you to the BBB and their efforts to help us resolve this matter.

• Initial Complaint

  07/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We scheduled a move with this company on 4/30/22, a quote and price of $258, which was only going to take an hour- 2 at the most. Upon scheduling this move, the agent told me they have a minimum charge for 2 hours at $129 an hour. It was scheduled for between 12-2. On the morning of the move, I tried to call customer service to confirm a specific time, and no one works on Saturdays or was there to speak with us. The movers didn't arrive until 5:00 pm. We had already removed all the furniture and moved most of it ourselves. When the movers arrived, we signed a blank form stating we agreed to the move. There was no price listed or hours it would take. The move took 45 minutes, and the movers told us they could take furniture to another location since we still had time left on the amount we paid for. During the move, the company's owner called and made the movers stop until my fiance gave him a credit charge with a temporary hold, That amount was $567, which was told to us as just a hold, and the amount would change once they process the agreed-upon amount. The charge did indeed post as the $567 and we called our bank and had them hold the charge and pay the $258 which is what we agreed to. The company sent the bank a copy of a "receipt" that we never saw and numbers on it we never agreed to. The signatures on the paper are not ours and appear to be forged. Ultimately, they charged us $567 for 45 minutes of moving. They broke furniture when moving it and the disrespect we received from customer service was astonishing. When researching the many names this company goes under, we have found this is a recurring pattern. They quote a number, charge the card for 5-6 hours of moving, use the "form" you sign at the blank move, and then fill it in to appear to be a signed contract.

  

  Business response

  08/08/2022

  Business Response /* (1000, 10, 2022/07/26) */ Our office has corresponded through email and also devoted considerable time speaking with Ms. ********** over the phone. Her original move plan involved a few items from New Port Richey to Odessa. This original plan was estimated at 2 to 3 hours. On the day of the move she requested an extra stop back to New Port Richey and also disposing of some items at the second location in New Port Richey. It was due to this additional service/driving that extended her move time. Her boyfriend offered his credit card as payment. Both Ms. ********** and her boyfriend signed the contract in three separate places agreeing to the charge, the credit card authorization form was signed agreeing to the charge and they provided a state issued picture identification for purposes of using a credit card as payment. After much time was spent trying to resolve the matter Ms. **********/boyfriend initiated a chargeback to avoid payment. Our office has sent the bank copies of all the signed documents and are waiting for the response from the bank. At this point we have exhausted all efforts to resolve the matter and have now moved the account from Customer Service to our legal department. I appreciate the BBB and their efforts to help us resolve the matter and also the time extension to reply while we are waiting for a response from the bank/credit card services. Consumer Response /* (3000, 12, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our bank has already paid the entire amount in full, which was $350 more than the amount that we agreed to. The documents which you sent our bank, that were forged, had totals added on and areas scratched out after we signed the contract. Upon researching this company more, we are not the first, nor will we be the last Consumer to file a similar complaint against this company. They deliver false quotes, overcharge the day of the move, and then refused to work with the consumer after they've been overcharged due to false contracts and forging of signatures. Business Response /* (4000, 14, 2022/08/01) */ At this point we have exhausted all efforts to resolve the matter and have now moved the account from Customer Service to our legal department. I appreciate the BBB and their efforts to help us resolve the matter and also the time extension to reply while we are still waiting for a response from the bank/credit card services.

*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. ↩