ComplaintsforBlack Tie Moving, Columbus, LLC

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The movers provided service on 7/3/24. Moving out of a house means moving everything from your house into a new address. We were to be out of the sold residence by 5:00 in Marysville, Ohio. We were assured that would happen, even though we had more items than they anticipated. However, that was not the case. We were personally there until 9:00 that evening trying to get everything out, which we were not able to do. The movers were long gone. A 10 x 14 rolled up rug was left in the basement along with 2 heavy duty mats that we were unable to get out. We are in our 70's, by the way. I contacted the Company by text with no response. Finally after repeated contact, I was contacted back. They were going to try and reach out to the new owners and see if they could pick up the items. They did not do this. They asked me for a receipt from the new rug which I had to purchase and was told it was sent into claims. I have repeatedly texted them to check on the status of the claim. Once I was told they were checking on it and after that, no one will answer my texts. I am very disappointed with this company and want others to beware of their business practices. I want reimbursement for my rug I had to purchase at the very least. The price of the new rug was $1251.30. No one did a walk thru of the sold residence but assured me everything was out of the basement as I was desperately trying to get things out of 2 bedrooms, the kitchen and the garage. One of the movers gave me attitude all day about everything. The 2 other men were very courteous. The new owners were livid we were still there at 9:00 at night when we were supposed to be out by 5:00. My texts have been with ******

  

  Business response

  11/08/2024

  Hey- Our operations manager has been working with ***** to try and retrieve the rug from the old home, however, she stopped answering him. Is there a way for us to still help retrieve the rug? We are happy to help!

  

  Business response

  11/21/2024

  Unfortunately our policy for lost items is $0.60 on the lb. Please let us know the weight of this rug and I can do the calculations.

  Customer response

  11/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  I have no idea on the weight and feel this is totally unfair. 500#s ? That’s probably why the movers left it in the basement along with 2 heavy black mats for under workout equipment. 
  Regards,
  
  ***** *****

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used moving services a week ago, on 9/19/2024. I had several issues about the services provided. First of all one of the two guys moving me was hardly lifting a finger or doing anything. Time is money when you're moving and I was charged WAY over what I was quoted for a simple storage unit move due to his incompetence. This same individual also bled all over my white headboard, and dropped/damaged items. They broke my TV and I filed a claim with them about it. The management team has yet to reach out to me regarding my issues, and they only want to give me 60 cents per pound on the tv, so that would be roughly 15-20 dollars. I was seeking resolution, and instead that have decided not to speak with me about the matter leading me to filing this complaint.

  

  Business response

  09/30/2024

  Hey there, I am sorry to hear about this damage! The coverage you selected for your move was the standard cargo coverage. This coverage pays out based on the weight of any damaged or lost item, at 60 cents per pound per damaged item and has a zero deductible.So your 25 lb TV is $15 reimbursement. This coverage is indicated in your contract, on the initial sales call and emails leading up to your move. If you want to send claims the bed that was damaged or bled on, we will take care of that too.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Black Tie Moving Columbus claims to be a white glove moving service; however, both men who arrived for my move were rude, disrespectful, and damaged multiple pieces of furniture. They vaped while in my apartment as well as continually complaining and cursing in my presence. After my move, myself and my husband both tried to reach ******, the manager, on multiple occasions by not only calling the main number but calling the provided direct number for him. All calls/messages were ignored. I was able to speak with a receptionist at the main office location once. I told her of my complaints and let her know that I had get to hear back from ******. She said that she would have either ****** or his boss reach out to discuss my experience with me within 24 hours, it has been over 2 months and no call has been received. Due to the extensive damage to my property as well as the unprofessionalism of the movers AND management, I am filing this claim with the BBB.

  Customer response

  07/09/2024

  Please see the attached Zip file. If you need any additional information, just let me know. 

   

  Best,

  ************;

  Customer response

  07/16/2024

  Hello, 

   I just wanted to update you to let you know that I have still yet to get a response back from Black Tie Movers claims department. 

   

  Thank you, 

  ************;

  Customer response

  07/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21953885
  
  I am rejecting this response because:  There was no message that could be viewed under "message from business". No response has been provided. 
  
  Regards,
  
  *************************

  

  Business response

  07/18/2024

  *******, Upon getting notice that you did not have a great experience and had damages I emailed you on May 6 at 9:40 am. I did not receive a response from you. I emailed *********************************; the email that was on file. 

  *****************************;<***************************************> Mon, May 6, 9:40?AM

  to *******.scott978
  
  Hello *******, 
  

    Our customer service department reached out to me this morning saying you had a couple damages that may have occurred on your move. They also said there were a couple things that didn't go right on your move. If you can send me pictures of any damages and let me know what happened on your move, I would love to hear from you. 
  

  Thank you,
  
  -- 
  *********************************** | Operations Manager Columbus 
  Black Tie Moving
  
  
  Email: ***************************************
  Office:  **************
  Mobile: **************
  website: www.blacktiemoving.com
  
  
  This email was sent with no response. Per company policy all damage claims have to be in some written communication. I will happily work with ******* to get her damages repaired and to hear her out on what happened during her move.

  Customer response

  07/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21953885
  
  I am rejecting this response because:  I am happy to speak to the business regarding this complaint directly. I have also gone through all past emails and the below email from Black Tie was not received. I do understand that emails at times do not reach the intended recipient.  However, given the lack of previous communication, I would like to keep this complaint open until my issue is fully resolved. 
  
  Regards,
  
  *************************

  Customer response

  08/12/2024

  Hello, 

   I have still yet to hear anything from Black Tie Moving to attempt to resolve this issue. I have also not heard anything back from their corporate office regarding my complaint. 

   

  Thank you, 

  ************;

  

  Business response

  08/12/2024

  It seems like there has been lots of back and forth with this claim. The coverage you selected for your move was the standard cargo coverage. This coverage pays out based on the weight of any damaged or lost item, at 60 cents per pound per damaged item and has a zero deductible. I will simply need the approximate weight of the damaged items , then I will do the calculation.

  Customer response

  08/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21953885
  
  I am rejecting this response because: I will not accept this claim as resolved until confirmation of payment has been made. The estimated weight of all damaged items is 715-750lbs. 

  Please refer to the pictures within this claim of the damaged items as well as the detailed list of damaged items that was submitted via the Black Tie Moving website. 

  
  Regards,
  
  *************************

  

  Business response

  08/19/2024

  Hey- What is the weight breakdown of the mattress and bed with bed frame? We do not cover particle board furniture so we can not reimburse for that shelving piece. 

  Customer response

  08/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21953885
  
  I am rejecting this response because: I will not close this complaint until a refund has been confirmed. Below is the breakdown:

  King bedframe: 200 lbs

  King mattrass: 350 lbs

  Queen bedframe: 50 lbs 

  Full wood ladder bookcase: 25 lbs

  Total weight: 625 lbs

  
  
  Regards,
  
  *************************

  

  Business response

  08/26/2024

  We can reimburse you $375 based on that weight damage. I will have ***** send a check

• Initial Complaint

  08/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  At the end of Dec 2022 we moved the 1st time the place did not have good heating Black Tie moved us. Then at the end of Jan 2023 Black Tie moved us again the Rent was too high. We had to leave & move again. Black Tie did not move us then. Upstairs a bedroom was my toy room with my collections &it was packed up We did not receive the clothes from the closet, Documents, shoes, they were all in the closet. In that room there were 5 paintings/pictures we never received. 1. One my Mother had painted which is priceless ! 2. my Oldest Son painted, which is also priceless. 3. And a poster from the Top Gun Movie. 4. Framed Aerial photo of my Father's Farm which was a Christmas gift. 5. A Farm picture of a tractor gathering Christmas trees.. If Black Tie Moving can look in their unclaimed storage or a storage for us to see if they can find these precious items to me. We can't put a dollar value on this , they are heirlooms for us to pass on to our families. This is extremely important to me please find the time to search wherever for these in your items. About every 5 days their crew came up & said it was a Gratuity day for tips. I never had this happen before. We did tip them but thought it was unprofessional. We are seniors & this ate up our home profits from it's sale.

  

  Business response

  08/17/2023

  Hi there, 

  Please email our claims department at *************************. Unfortunately we have not received this claim within our normal window of 90 days that we have to report anything damaged or lost. The likelihood of us having these items is small however, we will look. If we can not find them, our team can look into honoring our $0.60/lb traditional insurance.

  Thank you,

• Initial Complaint

  07/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Black Tie Moving (BTM) caused extensive damage to our furniture during our move in Feb 2023, totaling over $20,000. We requested 2 trucks and 6 movers to handle the 15,000 lbs of furniture, but they only provided 1 truck and 3 movers, leading to a time-consuming and mishandled process. The 3 movers took over 14 hours to complete the move, making multiple trips between houses. Fatigue was visible, resulting in costly mistakes damaging our furniture. One mover even smelled of marijuana, displaying unprofessional conduct. BTM ran out of moving blankets and supplies, failing to protect our furniture adequately. Despite the lead mover's acknowledgment, they loaded the truck improperly without covering the furniture. The initial quote was ~$2,000, but we paid close to $6,000. After filing a claim, we worked with their Claims Specialist (CS-Cooper). Their solution of using wax sticks and stain pens masked the damage but didn't provide a lasting solution, and he caused additional damage. The CS and Operations Manager (OM – ****** Tagliaferri, from the Columbus OH office) didn't respond to calls, emails, and missed scheduled appointments. In May 2023, the OM requested the replacement cost of the damaged items and we settled for $8,500 instead of pursuing the full $20,000 worth of damages, only to again be ignored by BTM. Overall, BTM displayed gross mismanagement, intentional damage, and a disregard for their policies. Even after the move, additional damage was caused by the CS. They failed to provide adequate staff and supplies, leading to the damage, and allowed an intoxicated mover to handle our belongings. We have ample evidence to support our claims, including emails, photos of damages, text messages, and call history. We believe a minimum refund of the move's cost ($5,561.06) is warranted. However, even this basic recompense has been denied by BTM, leaving us deeply dissatisfied with their services and handling of the situation.

  

  Business response

  08/02/2023

  The $8,500 resolution was never agreed upon. That is what she requested verbally but was never agreed upon. She was working with claims and ******. Our claims department answered her within 35 minutes of the initial claim. Our repair team was sent out to try and assist her with these items. Our technician fixed one piece and they were not happy with it so our Operations Manager explained that she needed to send it the weight of the damaged items. Our policy is $0.60 on the lb but in this case we were trying to go above and beyond by repairing the pieces first. Unfortunately since they were not satisfied with this we had to return to the original damage policy. Ms ***** also signed off on this policy. ******, our Operations Manager has been in constant contact with her. Once she sends the weights over of the damaged items I can do the refund calculation. This is based on $0.60 on the lb. 
  

  Customer response

  08/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20372208
  
  I am rejecting this response because: BTM’s reply contains numerous lies, with the exception of us signing the damage policy and BTM acknowledging our INITIAL claim email. Additionally, their reply does not address the actual issues we previously raised to BTM and the BBB. 1) It wasn’t until after our INITIAL claim was filed that BTM took WEEKS, and in some cases MONTHS, to respond once they knew the extent of the damage. We had to call numerous times to get a response weeks/months later. And when we did eventually receive a response, the information they relayed were vague reassurances, such as, “We’re working on it.” and conflicted other information we received when having phone conversations – all aimed at deferring the matter and avoiding direct engagement. BTM would also text us with brief messages and when we replied seeking additional information or clarification, they once again refused to respond (we have email, text & phone bills showing this). 2) BTM did not go above and beyond by fixing/repairing the damage. BTM’s policy requires that they attempt to fix/repair items before a claim can be filed (as stated by ******). This process was significantly delayed due to missed appointments by Cooper and not having available contractors to schedule repairs. Moreover, during the repair attempt, Cooper caused additional damage (irreparable dents/scratches). We emphasize that the items in question were newly purchased shortly before the move, and we possess receipts dated to support this fact. It is crucial to note that we are not merely expressing dissatisfaction with the repair outcome; rather, the actions of BTM's representative, Cooper, resulted in additional damage beyond that which was caused during the initial move. 3) BTM agreed that they damaged our furniture due to the mishandling of furniture both during the moving process and after they attempted to repair our items (along with the previously mentioned mismanagement of the moving process & unprofessional conduct). When we explained to ****** that the $0.60 per lb policy would not cover the cost of the damage, ****** stated that they would refund us the moving cost up to the damage caused. Four months after the move (May 26), ****** texted and asked, “What do you think is a fair resolution?” I responded that $8,500 would be a conservative amount. We didn’t hear back from BTM that the $8,500 was denied until after we filed a claim with Better Business Bureau in July. If not the $8,500, BTM should at least refund us the moving cost.
  
  Regards, Mike And Erin David

  

  Business response

  08/25/2023

  Hey there,

  We have offered them a discount on their move and $0.60 on the lb for their furniture. We do not approve $8,500 of damage.

*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. ↩