Complaints

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• Initial Complaint

  Date:14/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired I Move You Moving and Storage for a move on Feb.12th ****. The house I was moving from had a detached garage and I told the movers items on the far side were bought by the new tenant moving in after me. She bought them from me and I explained they stay there, so they took the rest of the items and put them on the truck along with the contents of the house. They brought the stuff to my new house. I went back for a few more things, then locked up the garage. I went back to clean, and get the rest of the items that were left in the house. I went into the garage to grab a few more things that belong to me and noticed all of the stuff had been stolen and my security camera was damaged and disconnected. This is a safe and low crime area of *******. I believe the movers went back and stole the stuff late that night, I am waiting to review camera footage from the neighbors if I can obtain anything and have made the insurance claim and filed a police report. If it was not the movers themselves then they tipped off someone to come and get teh stuff. Having had the chance to scope it out and having the inside information that I woudl not be there and the stuff was there to take, it's very likely they did it. The moving company said I am wrong and the stuff has to be at my new house, which makes zero sense.The workers were rude, and kept spitting in my gardens and in the yard the entire time. They did not speak very good english either, so communicating was not that easy. When I tried to explain things they just laughed at **** have moved about 30 times in my life. Everything was ready to go, shrink wrapped and organized. I have used *************** and others with no issues. I would NEVER recommend this company in fact I will tell people not to use this company. I can't prove they stole the stuff but I am pretty sure they did or had someone else do it. I have done all that I can do about this topic, and I am moving on, as I have been angry for long enough!!What results would you like to have by submitting this complaint?I want an official complaint filed against them. **** I think is the guys name that I talked to on the phone that laughed at me and said the stuff was at my new house and did not take me seriously.if they are hiring workers that are shady and don't check out, they should be held accountable even if they were not in on this. They are NOT professional and having moved over 30 times in my life, I know what movers are usually like and I should have known better after using them the last time to not use them this time but I gave them a second ************* learned.I am out about $1200 in goods that were stolen. Brand new used only once large above ground pool, brand new propane fire pit, and a bunch of other items. They even stole the ******* blue recycle bin, and other small items that belonged to me.

  

  Business Response

  Date: 14/02/2024

  We did a move for the customer on ********.  I believe the customer was happy with the move based on the fact that she tipped the movers a generous tip of $137.  The mover also reported in after the job was done and the customer was happy with the move.

  The next day, the customer called and texted us about a missing swimming pool, a propane fire pit and a recycling bin that she left behind in the garage at the old house for the new tenant.  The movers said the customer locked up the house and the garage herself.  They never entered into the garage afterward.  (At no point did I laugh at the customers misfortune.  I always deal with my customers professionally.  As you can see in the attachment, I responded to ********************* texts in the same manner). 
  
  I recommended the customer to check if the items are at the new house first.  If not, check video surveillance, and file a police report if the items were indeed stolen from the garage.  We offered to help with anything she needs.
  
  Weve been in business for 8 years and have never had an issue with theft with any of our employees.  To ensure quality service, we do not use temp workers.  We only hire experienced movers and do a background check before hiring them.  90% of my movers have worked for me for more than 5 years.  Both ***** and ****** working on that day have worked for me for 5+ years and have numerous positive reviews in the past. 
  
  I understand that the customer is frustrated and upset at this time that her ********** have got broken into.  The movers never had the keys to her house or garage.  The customer locked up the house and garage herself.  However, to accuse that the movers stole her used swimming pool, a small propane tank heater, and even the recycling bin without a single evidence is unjust and irresponsible.  I asked the customer to check neighbors surveillance as soon as possible so that we can be exonerated from this false accusation. I wish her the very best that the police can recover the stolen items.  Were happy to help in any way with the police investigation.