ComplaintsforSquare Cow Moovers

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My move resulted in massive damages and an overcharging on the final bill. This claim will prove two assertions. My first point is that the movers were inefficient. Evidence is below:1. My movers were exhausted. My moving team was on their 8th or 9th hour of moving when they started at my apartment. The movers had performed a huge move earlier in the day. My friend commented on their slow pace. 2. Second Piece of Evidence: I ended up helping the moving crew with some items (like the chairs) because they were moving so slowly. 3. Square Cow Movers moved me in 2021 and moved me from the same apartment complex. In 2021, I had two Square Cow movers. The 2021 movers had a harder move and had to move double the amount of stuff and drive substantially farther. Despite having fewer men, more stuff, and farther distance to drive, both crews took about the same amount of time (about 3 hours and 15 minutes). This highlights that my 2023 crew overcharged me. The inefficiency of Square Cower movers cost me over $200 extra. Furthermore, my movers damaged valuable items. Evidence below:1. I emailed at least eight photos showing items not wrapped or partially wrapped. Square Cow has not addressed all these photos. 2. There's a chunk of my table missing. To replace this CB2 table, it will cost about $500. To get someone to remove the damaged table, it will cost about $100. 3. After my move, my couch was squeaking and appeared to have damage. Square Cow acknowledged that the repair for this could be a fraction of the cost. I have to pay to address this. 4. Unsurprisingly, expensive chairs were dented and damaged. I have to pay to address this. 5. The artwork was not wrapped and the movers didn't have a plan for my move. I took dated notes and my friend was a witness. Review the email for further details.Even a very conservative settlement would be $1500. That would not even cover everything. That's also assuming there's no major structural damage to my couch.

  

  Business response

  11/17/2023

  Hi **************,
  
  We work really hard to provide a high level of service for every client and hate that you are disappointed. 
  
  Its difficult to know exactly how long every job will take and always communicate this upfront while also working to provide the most accurate quotes as possible.   Your estimate was for 2 hours and the move took **** hours.  Through our claims process, we will refund you the additional **** hours plus paying your damage claim in accordance with the moving contract.  
  
  We hate that you feel this isnt fair, but we believe this is a more than reasonable resolution for the issues that you have claimed.  
  
  Best regards, 

  Customer response

  11/27/2023

  Complaint: 20878141
  
  I am rejecting this response for two reasons.

  1. The business did not provide an estimate date of when I will receive the refund on the **** hours ($200 to the original payment method).

  2. I still do not have an estimate for what the damage check will be for.

  Thank you for taking time to review this information and the photos sent. 

  

  Business response

  12/04/2023

  Hi *********,

  We are sorry that you have rejected our response.  As emailed when you filed your claim, all claims must be processed within 90 days of receiving the claim.  Our claims department works through the claims as they are received.  You will receive your claim resolution check within 90 days of the claim being filed.  Your claim has been processed and is awaiting **************** releasing the check.  At this time, we view this claim as closed.  Thank you. 

  Customer response

  12/09/2023

  Complaint: 20878141

  I am rejecting this response for two reasons:
  

  
  1. Through this form, Square Cow Movers said they would give me a partial refund on my service. This was on Friday, November 17, 2023. It has been over three weeks and I have not received that refund. The refund owed is $180. 

  
  2. I outlined and documented over $1,500 in damages and things that need to be replaced. As shown in the images sent, Square Cow did not wrap lots of stuff and the movers were careless. They offered $500 and I do not accept that amount. 

  

  Business response

  12/18/2023

  We are sorry you reject our claim resolution.  The refund was included in the $500 payout.  All moves come with a valuation of .60 cents per pound for items damaged which you signed off on, on the move day.  We consider this claim closed and hate that you ended unhappy with your move.  

  Customer response

  12/18/2023

  Complaint: 20878141
  
  I am rejecting this response because: you have given customers in similar situations (with substantial damages) more equitable compensation. Please explain why there is a discrepancy. 
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/2/23 My wife hired this so-called ***************************** to pack our house and move us 20 minutes farther south. Their ads say their packers are "Professionally Trained Packing Experts". This is total BS. They took absolutely ZERO care in how they packed our valuable belongings. First off, my wife has 2 closets of very expensive clothing. The packers brought in wardrobe boxes to pack the up. They did not use the rod in the wardrobe boxes. Instead they literally crammed all her clothes into the bottom of the boxes, most still on hangers. This caused damages to many of her sweaters and dresses. They completely disregarded instructions by my wife as to the care she wanted for her belongings. Next they took extremely fragile World War One era ******* and loosely wrapped it in paper and then crammed it into the very bottom of a box and then stacked heavy ceramic plates on top of it. We paid these people over $1700 to pack our belongings and they completely disrespected all of our stuff. They also totally missed an entire cabinet in the kitchen, leaving us to have to go back to the old house to retrieve all of our baking sheets. They also completely missed an entire hall closet full of all my wife's leather coats and such. The next day was move day. They just stacked boxes on top of boxes and rushed them out to the truck, taking no care of fragile belongings. We found several items damaged and some completely broken. The kicker was our very expensive dining room table. Both my wife and I told these "professionals" that the top 100% had to come off the table to get the table out of the house. After not being able to figure out how to remove top for over an hour, the geniuses decided that they would try to get it out without removing top. They tried for almost another hour to get the table out, while damaging my table, the walls, the door jam, and even the floor. They even took the front door off the hinges even though I told them not to.

  

  Business response

  06/09/2023

  Hi *******,

  I hate to hear about the experience you had, we strive each day and client to be able to answer the question, is the client happy?  We obviously missed the **** on your move.  I had our manager reach out to the number we had on file for the move to see how we can try and make this right.  We hope to hear back from you soon so we can jump on top of this.  

  Thanks.

  Customer response

  06/09/2023

  Complaint: 20157128
  
  I am rejecting this response because:

  I did not receive any phone call from you or anyone else.  With the way your employees disregarded and disrespected our belongings there is only one suitable way of making this "Right". At a minimum I feel you should offer a full refund of the $1744.18 that you charges us to pack our belongings.  You "professionally trained packers" left multiple areas not packed and what they did pack, they just crammed in boxes with no regard for anything. In NO world is it right to just cram clothing into the bottom of wardrobe boxes, nor is it even halfway smart to pack antique ******* in the bottom of a box under heavy ceramic plates.  I am not even barely scratching the surface on the ineptitude of your packers and movers.  They not only damaged my wife's clothing, they damaged multiple other items.  I have also filed a complaint with TXDMV and will be speaking to an attorney if this is not resolved in an equitable fashion. Leave me your number if you want to discuss before I take further action.
  
  Regards,
  
  ***********************************

  

  Business response

  06/21/2023

  Hey *******,

  I see that you have rejected my response.  I sent you a personal email with the email provided to me from the DMV.  We want to see what we can do to make this right, if you can reply and we can start a dialogue around what that looks like, we want to get to a fair resolution.  Please respond to the email sent our if you do not check the email I was given, please send me an email at ***************************************

  Customer response

  06/21/2023

  Complaint: 20157128
  
  I am rejecting this response because: I have responded to your email with the only fair and equitable resolution.  The ball is now in your court. Let's see how serious your company is about making things right as you say you wish to!
  
  Regards,
  
  ***********************************

  

  Business response

  06/21/2023

  Hey *******,

  Thanks for the response.  I have your email and agree that our packing services did not meet our standard as a company and we will be refunding the amount charged for the packing services.  That amount comes to $1744.18.  I'll respond to the email received a bit ago as well.  Thank you. 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off we had scheduled for 8 AM and they showed up 45 minutes late. I had previously moved all of my furniture out of my **** square-foot home prior to them coming to move me as I had only needed them for the heavy lifting (appliances, couches, 1 tv, boxes of books, and office furniture). It took them a total of six hours to load and unload and move me less than a mile down the road. They didn't even finish loading everything in the truck and left so much behind that I had to move the remaining items myself. The movers stood around majority of the time looking overwhelmed and trying to figure out how to load and unload everything. It was like it was their first time on the job.I called to get some type of explanation or resolution and was told it was due to my improper order for the truck. They told me they don't have a truck any bigger or any smaller and so it was my error for not explaining how much was needed to be moved. I then asked if I had hired them to move my entire home there was no way that they would have been able to finish in one day at the rate that they were moving and with the size truck that they provided. I asked how they move other homes that are bigger than mine and they said it can be done in one day. Then why was mine any different?! On top of it they damaged my office desk. Again no resolution other than putting blame on me. I spoke with the *** **** and he continued to tell me it's my fault for not ordering a different truck and called me a liar because his mens story was different than mine. He claims they offered to come back and finish the job but they didn't. They said their drivers/movers were booked and busy. The did not connect my washer and dryer, it's is a by the hour job and they stood around no less than an hour and a half, the didn't put the beds together correctly, they broke my desk, they cracked my 6ft nutcracker and offered no resolution other than file a claim on a link that doesn't even work.

  

  Business response

  09/01/2022

  Hi,

  We hate to see your complaint and we always try to be able to answer at the end of each move, is the client happy?  While we werent able to end your move with you happy, there were factors during your move that led to that which are out of our control.  We pulled the recorded phone call of when you booked your move and we did suggest 4 men and 2 trucks but that if it was only the large furniture, which you agreed too, that we could send out 1 truck and 3 men but could not guarantee that it would all fit and that anything that didnt would be your responsibility and that we would not make an additional trip, which again, you agreed too.  When the movers arrived, it was more than just the large furniture and the crew did offer to make a second trip which you declined due to it costing more.  Also the manager did offer to come back the next day at no charge to grab the remaining items, which you declined because you had to be out that day.  We will resend out the claims form link again so that we can jump on top of that.  Unfortunately, we can only go off of the information we are given and in this case we followed the services requested and that were advised on your booking call. 

  Customer response

  09/01/2022

  Complaint: 17808405
  
  I am rejecting this response because:

  The link you sent does not work and this does not resolve the amount of money I paid and the amount of completed work that was left for me to complete. You state you offered to go back for another trip the next day. You offered to go back on a day that would not work for me, the paying customer. It should have been resolved on the day I paid. 
  You also state you made recommendations for 4 men and 2 trucks, you did not. Your company even did a walk through of the house and saw what items were needing to be moved prior to the job and they guaranteed everything would fit including a basketball goal. It did not, and several items were left behind. 

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

  

  Business response

  09/02/2022

  Hi,

  Again, we hate that you are not happy with your move.  We do disagree on several of your responses but will view your claim in totality once its submitted.  Weve tried all the links you have been sent and they do work for us. So that we can help best, please send the pictures, items damaged, weight and cost of all the items that were damaged and we will input it for you.  You can reply with that info to any of the emails that were sent regarding the claims link.  Once you send in the claims info, we will jump right on your claim.  Thank you. 

  Customer response

  09/02/2022

  Complaint: 17808405
  
  I am rejecting this response because:I paid $1500 for an incomplete job.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid $4300 to move from ****** to ******* on July 14/15. The movers ended up breaking a tv stand leg(the parts that attaches to the *** and throwing the piece on our kitchen countertop and stating that they broke it, the broke a 55 inch TV, scratched and damaged out dining room table, gouged out pieces of wood on a bed frame, abraded the leather off of an area on one of our new couches AND gouged out areas of wood on our BRAND NEW floors that we paid $45,000 for the week before. They even tried to hide the areas by putting the glass cabinets that they scratched them with over the areas so we wouldn't notice.

  

  Business response

  08/15/2022

  Hi Morvarid,

   

  I hate to hear about your experience with your move.  We always strive to be able to answer the question at the end of each move of, is the client happy? Our management team reached out this morning and hope that we can get in contact with you asap to go over your move.  We have a claims process and have emailing the claims form over as well.  We hope that we can come together and work through your claims and try to make it right.  

  Customer response

  08/16/2022

  Complaint: ********
  
  
  I am rejecting this response because: I refuse to fill out the claims for as it absolves me from.any further damages and absolves you from paying anything other than 60 cents a pound. The fact that you guys jacked up ************* vexes me. How will you address the floors? There is no weight to the floors.
  
  
  Regards,
  
  
  *****************************

*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. ↩