ComplaintsforMove It Now LLC.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired move it now to move items from my deceased mother’s house to a storage room, and the rest to my apartment. From the moment the two men entered the house they had a negative attitude. Their attitudes increasingly worsened. They were not careful at all. Four pieces of furniture were damaged, other boxes were dropped breaking the contents inside. The items to move to the storage room, and items going to the apartment were separated on two different sides of the room. However I was in the room the whole time, and items/boxes were taken without regards to the order they were to be loaded onto the truck. One of the items was a guitar that was very frequently played by one of the movers, waisting time. The truck was not loaded properly, so items were taken to my storage room, that should have come to my apartment, and vice versa. By the time all of the items were unloaded in my apartment, which was the last stop, it was too late to return to the storage room and properly move the items to the proper place. There were so many items/boxes that came to the apartment that needed to go to the storage room, and not the apartment I couldn’t even get to the refrigerator. Plastic bags were flung onto the top bunk of a bed, there was a total disregard for my belongings. When I contacted move it now, I was quoted a price, and about how long the move would take. I understand, some circumstances can cause discrepancy’s , however if the men had done their job properly it would have been organized, and the time it took to move would have been less. The attitudes of the two men was absolutely disgraceful. After a brief, and upsetting visit from the assistant manager, I was promised my furniture would be repaired, and my items would be moved to the proper places. I had no choice to move items from my apartment to my storage room, at my expense. The promise to fix the situation by move it now was never honored. My phone calls have never gone been answered.

  

  Business response

  10/03/2024

  ***/*****, We are sorry to hear about this June 1st move complaint on September 26th. I spoke to our crew who are both long term employees and they stated they mainly dealt with *****'s brother on this move. We treat all customers and their belongings the same and with utmost concern. The manager has done a in home visit and showed ***** the dry rotted stand, chunk out of the dresser and missing knob. We explained in home that these items were in this condition before we moved them. These items came out of a basement at her mothers house and the brother was aware of the condition. We take care of all claims caused due to moving but this is not the case here. There were several open top boxes on day of move and we moved them anyways. The items on the bed were distributed there for lack of floor space. The apartment was full full before we delivered her mothers items to her apartment. Again we are sorry to hear about your complaint and consider this matter closed. 

  Thank you, 

  *** *****

  Customer response

  10/03/2024

  The items did NOT come out of the basement.  They came from my bedroom. Yes they were damaged in the move. The attitudes of the two employees was inexcusable. Your assistant manager cam to my apartment, looked at the damaged furniture. He was 2 hours late for the appointment time, did not look at the mess of boxes that were everywhere. He did say that him and his manager would move what was delivered to my apartment to my storage room. This did not happen. He also told me that he would paint the chest. I cannot find anyone to pick up the piece take it, paint it, and bring it back to my apartment. I cannot find anyone to fix the wicker nightstand either. The move cost is $761.25. To replace the damaged nightstand will be about $200.00. To have the chest and dresser to match the same color that they are currently painted will be expensive. I feel that $1761.25 should be paid to me for damages, the cost of having the items moved from the apartment to the storage room and careless, and disrespectful employee's. 

  

  Business response

  10/07/2024

  *****, Again I stand by my employees that their efforts and attitudes were the same normal services provided to all other clients. As for the items you wish to have delivered to your storage unit not a problem. I'll have the manager reach out and set a date to take these items to storage. While there he will again explain to you the condition of your furniture and see if there is any further action needed.  

   

  Thank you, 

  *** 

  Customer response

  10/10/2024

   I am rejecting this response because:
  I do not agree with their response. If their employees do not know the difference between the basement and a bedroom they shouldn’t be working there. I called to complain about the service I received. I spoke with ***** and made an appointment for June 4th at 10:00 am. He didn’t show up for the appointment at ten, so I called him and he said that he was running late. He arrived at 12:45 without a phone call informing me he would be that late. If he spent 30 minutes here that wasn’t enough. He did not look at the amount of boxes and packages in the apartment. Nor did he answer my complaint about it. He only said that he would call and make an appointment to come with a truck to move items to the storage room. He didn’t have any answers to how the furniture was going to be fixed or repainted. He was able to fix the piece that was torn off of the front of the chest. ***** was supposed to make arrangements to have it painted, but I never received a phone call about that either. I did not receive a call about having the night stand fix either. Also ***** did not think he could find a matching antique glass knob like I had on the chest that was knocked off. I’m extremely upset with your company. I do not want any of your employees in my apartment. I have had the items that needed to be taken to the storage room moved, at my expense. I cannot find anyone to paint both pieces of furniture that match in color, as they were painted originally, at their location. They need to pick them up and bring them back. As for the nightstand it cannot be fixed. I request my demands be met. 
  

  *****

  
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Move it Now on Tuesday, September 10, 2024 to move items within the ***** area (less than 1 mile, from house to house). Based on the number of items I had, the quote was for 4 hours at $150 per hour for two men. Everything was boxed, labeled and ready to go. The move shouldn't have taken more than 4 hours. They charged me $807, which was for 5.25 hrs. One of the two men was slow moving and inefficient. When I advised them not to completely remove the mirror rails from the dresser, they did it anyway. One of the workers agreed with me. They removed the rails anyway. It took them both, working together, almost 30 - 40 minutes to reattach the mirror. Wasting as much time as they could, they would carry one small item from the truck at a time into the house. At one point, I saw them both sitting in the truck resting. During the entire time of the move, I had to listen to complaints. To help move things along, I picked up items to help speed up the process, but I'm a senior and couldn't do much. They damaged my freshly painted woodwork. I was advised someone would repair the damage. They made one phone call and left a message. I called them back 3 - 4 times and was told he (repair) was busy. I am writing this complaint to create awareness about the tactics Move it Now uses to increase the cost of a move and the fact that they don't repair damages to property. I was advised that my call was enough to file a complaint about damages. The worker took photos of the damage. After a week, it is clear they have plan to fix the damage done to my woodwork. Please think twice about using this company. They will increase the time it takes to move. The workers were out of shape and didn't know how to handle furniture. They asked me to complete a survey before leaving. I refused. They asked that I tip them in cash to avoid paying taxes. I refused. I didnt tip them. I generally tip workers. I paid $200 more than I should have, and it was a really bad experience.

  Customer response

  09/19/2024

  I was contacted by Move in Now. They have completely mitigated the issue. I was refunded for the over charge and they did an excellent job repairing my woodwork. Their resolution was immediate. Things happen. It is how issues are resolved that truly matter. I would highly recommend this company with no reservations. Thank you ******** for making things right. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this company move and store my brand new furniture from 1/22 through 9/12/23 for an approximate cost of ********. Before my new belongings could be moved off of the truck I had to sign their contract regarding reimbursement (copy attached). I told the head mover "M" that my boxes were labeled for each room, however the ONLY box they brought in with my handwriting was marked "Christmas" the others were blank. Once the move was completed, I asked where was my 6th large blue tote, my tv stand and Apple Mac desktop computer? Both movers claimed ignorance and took a picture of the tv stand from my phone. All of my furnishings were purchased in 11/21, I had them 2 months before placing them in storage and becoming homeless! "M" assured me someone from the office "S" would be in touch "IF" they found my missing items. In good faith I paid the total cost of the move in cash $433.75. As time went on I decided to call their office and speak with their accounting person that I monthly paid my storage fee to "C", I explained that I was missing items and she transferred me to the owner "K"! "K" was extremely rude and arrogant and told me he didn't want to send me a picture of my destroyed tv stand earlier that morning because he didn't want to upset me? He replaced my tv stand (picture attached that could hold a 40" tv) with what reminds me of a toddler's play desk (picture attached). I did find my computer, however my blue tote that I borrowed to move or the contents have never been found or replaced! To require me to sign the reimbursement agreement knowing that you destroyed my item and stole the blue tote with it's contents is equivalent to "Larceny by Trick"! This guy "K" and/or his employees are not honest and have sticky fingers, the **** Attorney General's office should investigate as well! I have the text messages proving that he knew BEFORE the movers arrived at my home. I want my full reimbursement, as if being homeless wasn't enough, now this!

  

  Business response

  09/18/2023

  We have relocated ***** 4 times in 2 years and continue to treat her with respect as we do all others. Through a series of text messages and a phone call I have apologized several times to *****. I admitted to pulling the tv stand out of the load prior to crew arriving to load goods when I spoke to you on the phone. We used the product number off the broken tv stand to find the same company for replacement. We moved ***** on Tuesday 9-12 and the new TV stand arrived at her new home 9-14. We offered to come out and put it together at no charge but were told no, that we needed to cancel the ordered tv stand. I believe the foot pedal on bottom of trash can be reinserted for proper operation, if not happy we can replace it. As for the missing blue tote and its contents we are offering monetary compensation of $100. Again I'm sorry for not notifying you right away that morning when I saw the broken tv stand. It was a very busy day and there is no excuse for not taking the time to call you right away. Again we are truly sorry.  

  Customer response

  09/18/2023

   I am rejecting this response because:When I was homeless with barely enough money for food, this company was paid to store my new belongings! I refuse to play "Let's Make A Deal" with a company that damaged my belongings beyond repair, or with suggestions to half heartedly repair my garbage can. Not to mention disregard the cost of the tote and its contents entirely. This gentleman was well aware of my knife set, towel sets and missing 12 Yankee candles and that his replacement tv stand was a child sized toy and only offer $100.00 and "I'm Sorry"! No thank you! My ONLY amount that I'm willing to accept is $618.00, if I could charge for the emotional distress I would. However we may end up in court and I will! This transaction was illegal and therefore not binding by the owners own admission. If he's willing to reimburse me, I will ONLY accept a **** Post Office money order for the above amount. I WILL NEVER TRUST THEM AGAIN! I've attached the video of the garbage can, it sounds 100 years old and more text messages, this owner knew how much was stolen from me! 
  
  
  

  Customer response

  09/19/2023

  Thank you very much for your assistance, I trust that I will be able to receive a copy of all correspondence as we inevitably head to court? 

  Thanks again,

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

• Initial Complaint

  08/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Move it now moved us from a house and a storage unit on June 4th, 2022. A week after the move we began putting together our bed, valued at $1300 only a year old. In the attempt we discovered that a major part of the bed was missing. We contacted them several times about the piece and they looked for the piece and was not able to locate it. We checked back in the storage unit where it was stored and it was not there or left behind. They asked us to send a picture of the piece, and we did that but Move It Now never did follow back up with us after receiving the picture. We called again was put off for a couple of days until we called for a 3rd time. The manager, ****, called and asked where the bed was purchased to contact the company to replace the missing piece. We then went and talked to the company about it as well and they stated that the guy came in asking and they informed him they couldn't provide the piece. That was approximately a month ago. We have still not heard back from Move it Now. Currently, the bed is constructed but it droops in the middle, creeks and we are unable to put the storage drawers in the side to use the bed as intended. An additional support piece has now cracked because it lacks the main support bracket that was lost from Move it Now during our move, and is no longer functional.

  

  Business response

  08/25/2022

  THE OWNER *** HAS CAME UP WITH A SOLUTION TO GET THE BED PARTS NEEDED.  WE HAVE LEAVE MESSAGE REGARDING THIS.  PLEASE CALL OUR OFFICE TO DISCUSS AND ARRANGE A TIME TO COMPLETE THE REPAIR.    

   

  ***** - **** ************

*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. ↩