ComplaintsforLong Distance & Out of State Movers Mayzlin Relocation

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our move was from ********** to ***** on 10Oct24 , and it took nearly 25 days for our belongings to arrivefar too long than that was promised 3-14 days. But what made the experience even worse was how our luggage was handled. My Bose soundbar was missing. When I contacted customer service, they told me I was covered by insurance based on the square footage of my shipment which is $1.2 per sq foot. That explanation made no sense, especially considering the soundbar was valued at around $700, and the box it came in took up very little space. The size of the box has no relation to the rate theyre charging, so the insurance coverage doesnt add up. I was so shocked by the situation.I also lost another small box with some items, though Im more concerned about the missing soundbar. This has been an incredibly unpleasant experience, and Im deeply disappointed. I still have six months to file an insurance claim, but honestly, it doesnt seem worth it because the coverage doesnt match the actual value of the items.

  

  Business response

  11/07/2024

  Dear *******,
  Thank you for taking the time to share your experience. Were genuinely sorry to hear that the move did not meet your expectations, particularly regarding the delivery timeframe and the unfortunate issues with missing items. We understand how important these belongings are to you, and wed like to clarify a few aspects of our policy and guide you toward a resolution.
  First, regarding the delivery time: For a move from ********** to *****, the estimated delivery window is typically 6 to 21 business days starting from your First Available Delivery Date (FADD), which is the earliest date you indicated you would be able to receive your shipment. Please note that the timeframe is an estimate, as Mayzlin Relocation strives to offer affordable pricing by consolidating shipments. While our goal is to deliver efficiently, factors such as order consolidation, weather, and mechanical issues can occasionally lead to delays.
  Regarding the insurance for your missing soundbar, we understand your concern. Standard coverage is provided based on weight, at a rate of $1.2 per pound, as specified in our Terms & Conditions. This type of insurance is industry standard and is based on weight rather than the items actual value. For items of high value, we always recommend considering third-party insurance coverage for full replacement value. Were sorry for any confusion this may have caused and appreciate your feedback, as it helps us improve our communication on these matters.
  For missing items like your soundbar, we recommend submitting a claim through our claims partner, ***, which can assist in this process. You can submit a claim online at *************************** contact them directly at ************ or via email at *****************************. They will guide you through the next steps and review your claim in detail. We encourage you to take advantage of the six-month claim window to ensure proper documentation and review.
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I contracted with Mayzlin for a cross-country move from ** to **. The sales people were smooth and made all sorts of promises such as:1. I will be your representative throughout this entire process.2. The delivery will take 2-7 days from pickup, but it never takes the full 7 days.3. You will have GPS tracking of your belongings at all times.4. If there are any questions we will be able to answer them for ****** pickup, the Mayzlin team told me, AFTER they loaded all of my belongings, that it would be an additional 800 dollars. They said "The only way you won't have to pay that money is if you write us a 5-star ****** review and include our names ****** ******* and ****'". He made me show him the actual review before waving the fees. This felt like bribery and it was gross.Also at pickup, the man told me I had to write down the first available date of delivery. I told him we wanted it ****, and we were told 2-7 days. He told me I "had to" write down 2 days from pickup as the first available date then, and I did.After pickup, we did not hear anything from the company for days. I called their customer service line, which has never once actually been answered. I have left 5 voicemails for return phone calls. One time, on 10/28, I received a return call with a frustrated agent telling me "They are working on a route and there are no further updates". It has now been 8 days since pickup, and I have called daily since then. There has not been a single return call or update, despite them not meeting the 2-7 day delivery we were promised. It is clear that this company has the ratings that it does because of nasty business practices and threats to increase prices at pickup if you do not leave 5 star reviews. Their customer service is horrible, and at this point I am legitimately worried that all of our belongings are just stolen. We need help, and have no idea how to get it. We are completely at the mercy of this company who will not answer the phone.

  

  Business response

  11/01/2024

  Dear *****,

  We sincerely apologize for the stress and frustration you experienced during your recent move with Mayzlin Relocation. Your feedback is important to us, and we regret that we did not meet your expectations. Wed like to address some of your specific concerns and clarify our policies and procedures to help provide context and a path toward resolution.
  Delivery Timeframe and First Available Delivery Date (FADD): We understand your concerns regarding the delivery timeline. Our delivery times, as outlined in the Terms and Conditions, are calculated from the First Available Delivery Date, which is the date customers choose as the first possible day theyd be available to receive items. Since your move was over 600 miles, our estimated delivery window typically ranges from 5 to 7 BUSINESS days after the ***** While we strive to deliver promptly, please be aware that external factors such as route logistics, weather, and truck availability can sometimes impact timing. We apologize for any misunderstanding here and encourage customers to contact us if they have questions about their selected ***** We are actively working on delivery and will inform you about *** once we have it.
  Additional Fees at Pickup: We are concerned to hear about the request for an additional fee upon pickup. According to our policy, any additional services (such as extra stairs, long carry, or specific packing services) would incur fees that should be discussed upfront. If there was any service discrepancy, we would like to investigate it fully to prevent future issues. Please know that we have no policy requiring reviews in exchange for fee waivers, and we do not condone any actions that compromise our integrity.
  Communication and Support: We apologize for the difficulty in reaching our customer service line. We understand how critical communication is, especially during a move, and we are working to improve our response times to provide quicker and more comprehensive updates.

  Customer response

  11/01/2024

   
  I am rejecting this response because:
  This is the same generic response that I have seen posted on every single 1-star review this company has received. This company seems to only have one person who works the phone lines. They do not answer the phones when you call. They do not reply within 24 hours like they say they will. I finally got someone to answer the phone today and the moment I said my name all they said was "no update ***** This was not good enough as we have been without our entire household of belongings for 9 days when we were originally told that we would receive our things within 2-7 days. The customer service lady decided to argue with me rather than actually provide any updates or explanations. From what I can gather, which isn't certain because she wouldn't actually provide ANY details to me, the delivery date was pushed back due to the packers who picked up our items telling me that I HAD TO write down a first available delivery date 2 days later than I wanted my items, because the estimate said it would take 2-7 days to receive. Because he told me I had to do that, I did, and now Mayzlin is acting like they have additional time for delivery. But I'm not even 100% sure if that is the truth because the customer service person would not give me any information.

  When I asked for a supervisor or a boss who I could speak to, I was told "that is irrelevant". After this, I raised my voice and the customer service agent hung up on me. This company is an ABSOLUTE JOKE who forces people to pay them hundreds to thousands of dollars at pickup unless they leave a 5-star review. This is such a massive scam.

  

  Business response

  11/13/2024

  Dear *****,

  Your belongings were delivered to you on 11/12.

  Sorry for short delay and thank you for choosing Mayzlin Relocation.

   

  Customer response

  11/14/2024

   
  I am rejecting this response because:

   

  On three separate occasions we did not receive our belongings when we were told we would. We were first told 2-7 days (not business days). We then were told 5-7 business days AFTER the first available delivery date. Finally, we were told November 9th or 10th. After three times of failing to meet expectations, I would not classify this as a "short delay" and I do not appreciate the short message in response. You would think a competent company would recognize that they failed to deliver on their promises and offer some sort of compensation or at least provide updates along the way. This company seemingly screened our phone calls to avoid phone discussions and left us wondering if our stuff was just stolen due to their lack of communication. The only times they would answer the phone are when a friend or family member tried to call them, rather than myself. This is why I feel like our phone calls were screened. The overall customer support was completely unacceptable considering the sum of money that we paid this company.

  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Initial contact with company was in July/August for long distance move. Paid deposit and provided information. Now the move is upcoming this week, and I cannot get someone to call me or respond back to my emails or phone regarding my final questions. I have attempted to reach out to them multiple times via email and phone in the last 3 business days. When I finally got someone, he abruptly said this isn't my department and transferred me to a voicemail. They already have taken over $1k of my money in deposit and fail to provide any updates on the move that is happening this weekend. Since I have not heard from anyone, I do not feel confident in their service and scramble to find a back up plan. With that being said, I would like a refund of my deposit.

  

  Business response

  10/30/2024

  Dear ******,

  Thank you for sharing your experience with us. We deeply regret any frustration youve felt and understand how critical clear communication is as your moving date approaches.
  
  Regarding your concern about updates on your move, we would like to clarify that, typically, our customer service representatives provide confirmations closer to the moving date to confirm schedules and any specific details. I can see from your file, QA call was done on 10/24, more over I can see that you have been informed about pick up date 11/1 with ETA between 9am-12pm. Our customer support employee ****** tried to reach you just now, but the call went to voice mail.  For any further questions about your move, please call us back at your earliest convenience to ensure you receive accurate and timely responses.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  State to state move - exceedingly poor service. Did not deliver full compliment of household goods, will not answer calls about scheduling delivery of the missing items. Agents will not assist; when I reached a human he abruptly transferred me to the same voicemail loop with no response to messages left. I am a healthcare worker and there is no consideration for the delayed delivery and my professional work schedule. Mayzlin Relocation Services required payment prior to delivery and did not deliver our belongings as agreed or promised. ******** company to work with - lots of promises not honored.

  

  Business response

  10/09/2024

  Dear Joni,

  Thank you for taking the time to share your experience. We sincerely apologize for the issues you’ve encountered during your move. We understand how frustrating this situation must be, especially considering your busy schedule as a healthcare worker. We appreciate your patience and would like to address your concerns.
  
  We regret any difficulty you experienced in reaching our customer service team. We strive to provide timely and effective communication, and we will review this internally to improve responsiveness. Please know that requiring payment prior to delivery is standard procedure as outlined in our Terms and Conditions, but we recognize the frustration this can cause when issues arise during delivery.

  As you were informed by our customer support team, delivery of your remaining belongings will be done on Thursday afternoon or Friday morning.

  The driver will reach out to you with the exact ETA.

  We are truly sorry for the inconvenience you’ve faced and are here to help resolve the matter. Please feel free to reach out directly to discuss the next steps.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mayzlin Relocation *******, ****** showed up with crew and his girlfriend. He instructed packers to use as many boxes as possible and overstuff them with paper and flat bubble wrap. I stopped the packets and asked them to only wrap fragile items. A **** of paper, books and binders do not need to be bubble wrapped or wrapped in anything. They even wrapped a baseball and small squishy stress ball with paper and tons of tape. By only putting three items in one box and overstuffing with paper will only take up more space in a box. Their price jumped up $6,000. ****** redid inventory but added items that did not belong to us. I did my best to communicate with him and address the overstuffing issue along with the additional items I did not approve. He became very hostile getting in my face and yelling at me. I asked him to be professional. He kept cutting me off and getting in my face. I felt threatened. Im a woman in my 40s home alone with 4 Russian men in my home. I also found out that the girl was in fact his girlfriend who does not work for the company. They kept sneaking off to make out. It was a nightmare. Incredibly unprofessional. I called the company and spoke to ***** who let me know I was an inconvenience because he was working after hours. I sent him pictures of the poor work done. He agreed it was breaking protocol but would not give me an updated quote and ordered the ************ to leave. Later I got a calls from ***** telling me I would pack my own things and they would be back another day. I do not want to do business with this company and hope no one else has to either. I should have called cops. I was left shaking and upset. My husband and I have made multiple attempts since the movers left to contact the main office but no one will answer and/return our calls. We have called *****, *** and ******. All who were involved initially from corporate office. At this point I feel unsafe and do not trust they will do their job correctly.

  

  Business response

  10/09/2024

  Dear Nieves,
  We have sent out a crew consisting of 3 males and one female to perform the packing services on that date. On the day of the move you requested additional items to be moved.
  The list consists of: Adult Bike, Bookcase, fishing poles, a ladder, a small patio end table, 5 pictures and a shredder.
  moves. On the day of the move the foreman did estimate that there were additional 22 medium plastic bins were added to the new inventory list, and he has also indicated that we would have to use additional 15 small boxes and 4 wardrobe boxes to complete the move. Our QA representative- Andrey was working on this case during the day of the move has contacted your husband about the additional cost, and that was confirmed and signed by your husband. The movers started their work, and you contacted us again and have made several complaints about the moving process.One of the reasons was that there was too much newsprint used on items and the other was that the boxes being packed were half full. The pictures we have received from you showed many items being packed in newsprint, but there was no proof that the boxes were half full. We have high standards of packing at Mayzlin Relocation, and we make sure that shipment is packed up properly because we hold responsibility for Carrier Packed boxes. Andrey has contacted the foreman to approve a packing procedure that was requested by you. Few minutes later you contacted  Andrey again asking if we are able to perform this move at a later date with the packing deal being changed to basic pack instead of full packing service.
  Andrey confirmed us willing to fulfill your requests and has indicated that we can come back on October 6, he has also guaranteed there would be a different crew arriving, that the rescheduling fee will be waived and that the full packing service will be taken off with a rate of $1/CF on the day of the move. The amount of $4,382.25 was fully refunded on 10/07/2024.
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The customer care at no point of time mentioned that there will be extra charge if their truck cannot come to my place. The driver called and mentioned that I need to pay extra 500 for a u-haul other wise he cannot deliver my stuff. The printer is broken as well

  

  Business response

  10/03/2024

  Dear ******,
  Thank you for sharing your feedback. We sincerely apologize for the inconvenience you experienced during your move, and we understand how frustrating unexpected charges and damage to your belongings can be. We would like to provide some clarification based on our company policies.
  1. *************** Charge:
  Regarding the extra $500 charge for a U-Haul, this fee falls under the *************** outlined in our Terms & Conditions. If our main moving truck is unable to access your delivery location due to size or other restrictions, a smaller vehicle is required to complete the delivery. We do our best to inform customers about this possibility in advance, but we apologize if this was not clearly communicated in your case.
  2. Damage to Your Printer:
  We regret that your printer was damaged during the move. To resolve this, we encourage you to file a claim with our CSI **************************** where all damage-related concerns are reviewed and addressed. You can file a claim at *******************, or contact them directly at ************ or via email at ***************************** for further assistance. We want to ensure that your claim is handled fairly and that you receive compensation in line with the coverage provided.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Moved from *********, ** to ********, ***During the phone calls to arrange services Mayzlin promised a "7-15 days delivery". The items where picked up on June 27th and deliverd on July 27th.I went through their claim process through a third party called CSI Pros. They are offering $85 for 2 broken items and rejecting any compensation from the delay on delivery.I'm asking for compensation on the delay because they misrepresented the time needed for the move.They claim the small print of the contract speaks of up to 30 business days and that this is the "typical" duration for the move. This information was not conveyed verbaly in the conversations we had.Their sales tactics were executed with the intent of deceving me.

  

  Business response

  09/30/2024

  Dear *****,
  Thank you for taking the time to share your feedback, and we sincerely apologize for any frustration caused during your recent move. We understand how important timely deliveries and clear communication are during the moving process, and we appreciate the opportunity to clarify a few points based on your review.
  Regarding the delivery timeline, we apologize for any confusion caused during the initial discussions. Our delivery times are structured to ensure that we provide affordable and efficient service by consolidating shipments. As outlined in our Terms & Conditions, the estimated delivery window for a move like yours (over ***** miles) is between 6-21 business days from your First Available Delivery Date (FADD). In your case, your FADD (07/06) would have been the earliest date you indicated you were ready to receive your items. We also include up to 30 business days for delivery due to possible delays such as weather or mechanical issues, as mentioned in the contract. We regret if this was not thoroughly explained during your conversations. 
  For the compensation related to the delivery delay, per our agreement, compensation for delays applies if the delivery surpasses the timeline specified in our policy. However, your move did fall within the delivery window defined in the contract, which is why compensation for the delay was not granted.
  
  At Mayzlin Relocation, we strive to balance efficiency and affordability while doing our best to meet expectations. We appreciate your understanding and are always here to assist you if you have further questions or need assistance moving forward. Please feel free to contact our team directly for more personalized support.

  Customer response

  10/04/2024

   
  I am rejecting this response because:
  

  My complain is not related to the small print of the contract. It's related to the lack of transparency during the hiring of your service. 

   

  1. When i asked about the time frame your sales *** said 7-14 days. Please provide the recording of that phone conversation.

  2. He never said "business days"

  3. He never said there was a "typical" timeframe of 1 month as described in the ***ly from CSI attached. 

  4. He never mentioned there was up to 30 additional days allowed to deliver.

  5. The timeframe for  a move of 1001 miles to 2000 is 3-14 days as displayed in the Gmail quote attached (not 6-21 as in your previous ***ly).

   

  All these amount to a bait and switch scam. If I had known about your "typical" delivery times I would have hired a different carrier. I still insist on being refunded because of the lack of accurate information provided by your sales ***.

  
  

  

  Business response

  10/09/2024

  Dear *****,

  Please find attached paper work you signed at the times of pick up and delivery. 

  First available date is July 6th, your stuff was delivered to you on July 27th, which makes 15 business days. 

  Shipment is considered late if delivery is beyond 30 business days after first available date, not pick up date.

  Let us know if you have any questions.

  Customer response

  10/09/2024

   
  I am rejecting this response because:
  You are still missing the point.

   

  This is not about the small print in the contract.

   

  This is about the false representation of your services during the selling calls.

  The list of things you didn't disclose during the sales process is in my previous note.

   

  You also keep counting wrong:15 business days after July 8th land you on the 26th. Date that you missed. 

  Regards,

  Oscar

  

  Business response

  10/09/2024

  Dear *****,

  I don't understand what point you are talking about.....

  We have replied to all your complaints and described the claim procedure.

  Let us know if you still have any questions.

   

  Customer response

  10/09/2024

   
  I am rejecting this response because:
  

  You haven't reply to any complain about the misrepresentation of your services during the sales calls.

  
  

  

  Business response

  10/10/2024

  Dear *****,

  we regret any misunderstanding about the timeline for your move. 

  Let me explain you one more time regarding the delivery time,

  As per our Terms and Conditions, delivery estimates are based on the First Available Delivery Date (FADD)which is the first day you are available to receive your items. From this date, the delivery window begins. While the "7-15 days" timeframe is often discussed during initial conversations, the contract clearly states that delivery can take up to 30 business days due to factors such as consolidating orders to keep costs affordable, which is the case for most long-distance moves like yours. This information is provided in the contract, and we apologize if this wasnt communicated as clearly during the verbal conversations.

  Please find delivery docs attached. As you can see FADD 7/6, delivery was on 7/27, it makes 15 business day. 

  Should you have any further concerns, wed be happy to discuss your case in more detail.

   

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tried to reach out to company to no avail . Damaged a lot of items. Broke a lot of items . Plates, sentimental crystals , huge vase , huge ceramic planter , destroyed the legs of a solid oak armoire. Solid steel weight rack bent. Weights damaged . Missing piece of a brand new copier . Still unpacking not sure what else to expect . They were giving us other peoples items . You should not stand behind this company . We were ripped off .

  

  Business response

  09/26/2024

  Dear  *******,
  

  We deeply regret the issues you encountered during your move with Mayzlin Relocation. We understand how distressing it can be to discover damaged or missing items, especially those with sentimental value. Please rest assured that we take these concerns very seriously.

  I can see from the records on your file, claim forms were sent to you 9/10 and we tried to reach you to guide you through the claim process. 

  Anyways I will have someone from ************* to call you one more time.

  To address the damages, we encourage you to submit a formal claim through our dedicated claims department at *******************. You may also reach CSI directly at ************ or via email at ***************************** for further assistance. They will guide you through the process to ensure that your claim is properly handled.
  Regarding the mix-up with other customers' items, we apologize for the confusion. Such issues sometimes occur due to our efforts to consolidate orders, which is part of our strategy to offer more affordable pricing. However, this should not compromise the accuracy of your delivery, and we will investigate this further.

  Customer response

  09/26/2024

   
  I am rejecting this response because

  They never mentioned to us insurance options. First time moving . They are trying to offer $1.20  per pound . Half of the things they broke they dont have as an option to choose from . This is very unfair s d for you guys to back them up us not right . We went with them because of BBB accreditation. Please help us get a fair resolution. Thanks 

  
  

  

  Business response

  10/03/2024

  Dear *******,

  We have tried to reach you multiple times to explain you a claim process, but couldn't reach you.

  We left you detailed voice mail with instructions how to file a claim and asked you to reach us back at your convenience.

  You have 9 month to file a claim since the date of delivery.

  Please call us bacc at your convenience.

   

  Customer response

  10/03/2024

   
  I am rejecting this response because:
  I am not disputing the fact they sent me an email to file the complaint . What they are not mentioning is the fact that a lot of the items that were damaged weigh less than 1 pound . Crystals , plates, etc. They  offer $1.20 per pound which is a joke . Its not even an option on their list . A lot of our other items were damage not broken . What do they do with that. We just deal with it . We want a compensation that is not a joke . This company should not be backed up by BBB . The reason we went with this company was because it was BBB accredited. Thank you . 

  

  Business response

  10/03/2024

  Dear *******,

  Thank you for taking the time to share your concerns. We genuinely apologize for the damage to your items and any frustration this has caused. We understand that when items like crystals or platesoften lightweight and fragileare damaged, it can be especially upsetting.
  Regarding compensation, the $1.20 per pound valuation is based on the federally mandated default liability coverage under the terms of our standard policy. This valuation is not intended to reflect the item's full value but rather a basic coverage, which is why we also offer customers the option to purchase additional insurance for higher-value items.
  We want to ensure you are properly guided through the claims process. If you havent done so already, please file a claim with our claims partner, ********, at ***********, or contact them at ************ or via email at *****************************. They will assist in addressing your concerns regarding both broken and damaged items.
  As a BBB-accredited company, we take feedback seriously and remain committed to resolving these issues. Please feel free to reach out directly for further assistance

  Customer response

  10/03/2024

   
  I am rejecting this response because:
  Higher value option was NEVER offered to us . We paid almost $12,0000 why would we not want  to protect our items fully . You guys transferred out items from one truck to another not taking into account the items that were fragile . We had fragile items in heavy duty storage bins marked fragile and half of them came dented . How is that possible? They are not taking responsibility on how they are handling business . 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 22, 2024 a ***resentative from Mayzlin Relocation out of *********, ** called us about our possible move to **. He required our deposit and said it was fully refundable but necessary if we chose to stay with Mayzlin. The following day a Mayzlin estimator came to our home and was shown all of our furniture and personal possessions on all 3 levels of our house. We discussed the glass fronted/topped furniture and he assured us it would be carefully wrapped and protected.. On April 28, 2024, we spoke with the ***resentative regarding our concerns that the inventory was not complete. He assured us all was covered. On May 15th we called this *** again and stated our continued concern and we said we wanted to go with another company. We were still outside of the two week window that would fully refund our deposit. He assured us that his company would take care of us and that we would be satisfied!!! On June 7, 2024 the customer service ***resentative called to finalize the move for June 19 or 20th. He stated he was unaware that we had steps in the house and added $450.00. We reminded him that the estimator was in the house and saw all steps. To offset the additional charge he chose to reduce our inventory, which further decreased our confidence in Mayzlin. On June 19, 2024 the Mazylin truck arrived for pick up. The mover walked through the house with his calculator app and stated that we would owe him an additional $695.00 to cover wrapping the glass fronted or topped furniture, the furniture that we specifically addressed with the estimator. We told this to the driver/mover and he stated either we pay him the extra money or he would not load the truck. We told him we would not pay more since this was already addressed by the estimator. He said he was not loading. We asked him to leave since he had broken our contract. He refused to leave and refused to load the truck. We finally called the police and had them escorted off the property.

  

  Business response

  09/19/2024

  
  Dear *******,
  We sincerely apologize for the distressing experience you encountered.
  Regarding the deposit, it is indeed refundable within the specified timeframe mentioned in our Terms and Conditions. Were sorry for any confusion and inconvenience this caused. Additionally, the estimator should have accurately accounted for all items and steps during the initial visit. Its troubling to hear that there were discrepancies, and we apologize if this affected your confidence in our services.
  The additional charges for items like glass-fronted furniture and stairs are part of our standard procedures, as stated in the ***************************** section of our Terms and Conditions. These are necessary to ensure the safe handling and transportation of delicate items. We regret that these details were not clearly communicated, leading to unexpected costs on the day of your move.

  Customer response

  09/19/2024

   
  I am rejecting this response because:
  While I appreciate the formal apology it does not help me cover my expenses that were UNNECESSARY.   The company made both calculation errors, not me!  I have never dealt with anyone or a company who made not 1, but 2 errors and expected me to pay for them!!!  It was very obvious that the driver/mover intended to charge us more.  He drove up, entered, and walked around the interior of our home with his calculator app on his phone.  After telling us the additional charge we told him it was wrong. We said that we discussed, at length, these furniture pieces and HE assured us they would be taken care of.  The driver called customer service and told them that we had glassware that we had not wrapped.  There was NO glassware.  Again, it was glass fronted and topped furniture.  **************** called us and said there would be a charge for wrapping GLASSWARE.  The driver said he would not take the pieces if we didn't pay him...he smiled, and said we could take the pieces ourselves, including the double dining room cabinet.  Their errors and rudeness broke the contract!!!   At that point we had NO confidence in the company to get our belongings safely to our new home.  The movers stood around the front of our home smoking and laughing.  They refused to load or leave.  Our neighbor came when he saw the truck and witnessed everything.  This gentleman had moved many times in his lifetime and stated that he had NEVER seen such unprofessional behavior!!!   We are not asking for further compensation after having to secure other movers, we just want what we paid this company as a deposit.  We HAVE NEVER experienced so much stress caused by dishonest people!!! 

  

  Business response

  09/20/2024

  Dear *******,
  We sincerely apologize for the distress and inconvenience you experienced during your move with us. We understand how frustrating it can be when expectations are not met, especially in a situation as significant as relocating your home.
  Regarding the additional charges mentioned, its important to note that our team conducts a thorough assessment upon arrival to ensure the accurate and safe transportation of all items. If unexpected circumstances arise, such as the need for additional packing materials or services not initially included in the estimate, we are obligated to inform our customers and adjust the quote accordingly, as outlined in our Terms and Conditions.
  From your review, it seems there may have been a misunderstanding about the classification of the items. Glass-fronted and glass-topped furniture, for example, often requires special handling and wrapping to ensure safety during transit, which can incur additional costs. We regret if this was not communicated clearly and sincerely apologize for any confusion this may have caused.
  We take allegations of unprofessional behavior very seriously and will conduct a thorough review of the incident you described. This is not reflective of the high standards we strive to maintain.

  We have been trying our best to resolve this issue, but with all the respect **** in the end of the day we are not the ones who made a decision to call cops on our crew and made them leave. 

  Customer response

  09/20/2024

   
  I am rejecting this response because:
  Perhaps I was not clear. Both of the areas that were noted for additional changes were clearly, and at length, discussed with the estimator who was in our home.  There was no room for misunderstanding of what our needs were.  If a mistake was made, it was by your company's personnel, NOT us.  Why would we pay for your employees mistakes???     You noted that your mover was evaluating the items for the move.  So why did he only have his calculator out and why was extra money his ONLY comment and concern???   So please tell me what my options were.   I called your company twice and no one answered.   In the meantime your mover would do nothing without the extra money paid and in his pocket.  Really **** would YOU have paid more at that point???  And please put yourself in our place....at that time your mover refused to do anyway and I was not paying more for a contract agreement that had been made and Not Changed By Us!   He refused to leave!!!   We told him we would call the police.  He laughed and said he still would not leave unless we paid him . So what would YOU have done...would you have paid him?   I sincerely doubt it.  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See supporting document. In short, company lied every step of the way, falsely advertised, was unresponsive to customer service, and then literally stole items from our house while unloading. The items they stole totaled ~$1100 in value. Every thing promised by the company to close the sale/agreement was blatantly false. This is a fraudulent company that literally steals from you. The rating for this company should be failing.

  

  Business response

  09/13/2024

  Dear *******,

  This all situation seems odd.

  Your stuff delivered on 8/4 (signed paperwork from delivery is attached), it's been almost 1.5 months now from the date of delivery.

  It took to you more than 30 days to figure out that XBOX is missing????

  If you think some items were stolen I urge you to contact police asap.

  We'll gladly facilitate the investigation upon police's request.

   

  Customer response

  09/13/2024

   
  I am rejecting this response because:

  I was out of the country for a prolonged period. My mother-in-law was here at the house and accepted the shipment. Notably, the house was not vacant and no one else entered the house except for your movers. We have dated photographic evidence of the stolen items - the xbox, the controllers, and the ******** switch - in our home before we left and we also have photos our mother-in-law sent us of furniture after the move. In the photos after the move, the xbox and ******** are clearly gone. The reason it has taken us so long is we have returned from our travels, unpacked, and started new jobs. We discovered the items missing recently, continued to search for the items in our house, as if they had been inadvertently moved, and discussed with my mother-in-law extensively to try and understand what had happened. However, it became more clear the items were stolen. My mother-in-law did not throw any items away nor did she move anything after the movers arrived. She did, comment, how your movers "asked her for money, knew where her purse was, and asked what time we would be getting home from work, what we did for work to afford our house, etc." My mother-in-law was very uncomfortable with the manner in which your movers acted. 

  We have submitted a report to the police. They will be reaching out to you. Notably, and this is key, we have reached out to you on multiple platforms regarding this specific incident. We asked you for the names of the movers as we wanted to file a police report. You have failed to provide any names of the movers.

  We understand there appears to be a time delay, as we were physically not here. When we arrived back, we were unpacking and not playing video games. But the total time it took for us to notice the items gone from our return was 5 days. It does not absolve that the items from our property by your company.  

   

   

  
  

  

  Business response

  09/20/2024

  Dear *******,

  As you mentioned, a police report has been filed. We will fully cooperate with the authorities to ensure this matter is resolved appropriately. For additional assistance, please reach out to our claims department to formally document your complaint and begin the claims process. You can submit a claim at CSI Claims Website, contact *** directly at ************, or email them at *****************************.

  If you have any additional information or require further assistance, please contact our customer service team directly. We are committed to addressing your concerns and finding a resolution as swiftly as possible.

  
  

  Customer response

  09/21/2024

   
  I am rejecting this response because:

  Thank you for following up. While you did discuss with the police, you were unable to provide the police with the names of both local community men hired (actually, you were unable to provide anything except one first name and phone number that has gone unanswered) and thus those men have been unable to be located and or their identities further elucidated. It is your responsibility, as the professional moving company we hired to know who you are allowing in your clients house. We hired Mayzlin and trusted Mayzlin to use professional movers as promised by your sales team. Thus this is not resolved as you have not been able to identify who you hired and allowed in our home. 
  
  We would love a refund for this whole, terrible experience, but it would be more than sufficient and we would consider this resolved if you all provided direct compensation for the stolen items alone, which have an MSRP ~$1000-$1100. All we are seeking is you to fund direct replacement of the stolen items. You direct us to a third party for claims, but keep in mind, these items were not lost or damaged, they were stolen. By your movers. We would like you, Mayzlin Relocation LLC, to take some responsibility for this action. It was your employees who did this. They represent you. This is why we are expecting you to take some initiative in this situation.
  
  We will not be settling this with the customer service team directly as you request, as our experience with your company thus far has taught us how difficulty it is to reach any employee from that team. We have also been treated with extreme disrespect by your **************** team. Thus we will continue to utilize the aid of the Better Business Bureau as that seems to be the only way to get your company to actually respond on a regular basis.

  

  Business response

  09/24/2024

  Dear *******,

  Police officer called us, we provided driver's contacts and replied all the questions.

  Unfortunately, we have nothing to add at this point.

   

  Customer response

  09/25/2024

   
  I am rejecting this response because:
  

  You actually did not provide them with the names of your hired movers. You provided them with the names of one of the movers, but three movers were at our location. I find it curious you could not provide them with the names of your movers. 

   

   

  
  

*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. ↩