Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/27/2024

  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.

  AVOID THIS SCAM OF A COMPANY AT ALL COSTS!!!Long story short: they told me I would get a discount on services because there was "already a truck in route." They quoted me $2000. They confirmed I could pay the pick up and drop off guys with a credit card. When Precise Moving (the shady moving company they booked) showed up, the price jumped to $3800. They told me I would get a call 24 hours before the movers showed to deliver. They promised my stuff would show up on 2/17/24. No one ever called or showed 2/17/24. I call and talk to the owner of Precise Moving, *****, and he tells me it is my fault I moved all the way to ******. (I moved to ********).) On 2/23/24 around 8 PM I get a call from the mover saying he is at my house. (No 24 hour heads up.) The movers come in my house and demand I hand him $1400 cash on a Friday night at almost 8PM before they can unload my belongings. I obviously don't have that cash on hand and was told I could use a credit card. They refused to take the credit card. So now they demand I set up a Cashapp and Cashapp the $1400. Cashapp flags it as fraud and it will not go through after 9 failed attempts. So they leave with my belongings. The mover continues to text me rude messages until 10:30PM that evening. I get my roommate to loan me the cash the next day. They come back to the house, unload everything that wasn't expensive and STOLE my big screen TV, adjustable bed, silverware, name brand knives, and several boxes with cat condo pieces and sentimental belongings. They damaged EVERY FLOOR in my rental house AND ALL OF MY FURNITURE by dragging it face down across hardwood floors. Now the manager calls and tells me they will reimburse $.60/lb for over $2500 worth of items missing. BOTH of the companies mentioned are HORRIFIC!!! DO NOT USE!!!!!!!!!!

  Business Response

  Date: 02/29/2024

  Dear Customer, If you could provide your name and contact number, as we do not have a Customer in our data base with the contact number that you provided in your complaint. We would like to address your concerns. 

  Sincerely, 

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

• Initial Complaint

  Date:01/23/2024

  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 contracted with Precise at the end of June for a move in July. They assured me they would be able to deliver my items to my new home several states away within 7 days. It ended up taking 10 days. The movers did not arrive until 10pm on July 10th. I was told I had to be available to receive my items at 10pm on a Monday, or they would put all of my items in storage and charge a fee. This is after I was told I could have my items delivered during business hours. I was screamed at by their driver. He did not have my address, despite it being provided to the company, and when I refused to give it to someone I had never spoken to before he called be an idiot and said he didn't want to look at the paperwork, which he insinuated he had. The driver parked in the middle of a public street and berated me for not having a yard for him. I had sent ******* from Precise pictures of my house and the area earlier so they could arrange for delivery. When I received my items, I was informed that they had transferred trucks. All of the careful packaging that had happened at my house in ********* had been undone. My items were simply thrown together. When I asked why it wasn't on the original truck, I was told they were just a contractor. The company did not send their own movers to my house. Instead, the hired a man from the local area, who told me he found the listing on *********** and they gave him my address. Before the truck arrived I had a man knocking at my door asking to be let in. I was terrified by this. When the mover and driver unloaded my boxes, they refused to listen to where I said to put things. Instead, they threw everything in the fist room. They stacked boxes that said fragile and had arrows upside-down and sideways. 90% of my boxes were broken down, and they broke every single particle board item. I filed a claim, but they said they have no responsibility as they did not pack the boxes. $500 of broken items, and I have yet to receive the $100 7 months later.

  Business Response

  Date: 02/13/2024

  Hi *****************, Our apoligies for the delay in responding. I am attaching your contract with us. 

  If you look on page 6 that was signed by *********************, it says that, the paperwork presented explains the meaning of the 1st available delivery date. Your route for delivery will be planned according to your provided 1st available delivery date. From the date listed it could take 14 up to 21 business days for your shipment to arrive but no later unless specified for obvious reasons (your 1st available delivery date has changed, not present to receive shipment, etc.. Delivery schedule begins from the first date you will be ready to accept your shipment. This is listed as the "1st Available Date." It does not begin from the date of pickup. Business days does not include weekends or holidays. WE DO NOT GUARANTEE DELIVERY DATES. Signing this document states you understand and accept the terms of the 1st available delivery date for your moving contract with Precise Moving and Storage.

  If you look on page 7 that ********************* signed, it says that, pressed wood and particle board furniture is moved at your own risk. Simulated wood products and pressed board have poor structural integrity which does not lend
  itself to moving or repair. We will move these items carefully but cannot be responsible for damage of simulated wood or pressed board furniture. These items are excluded from all moving coverage. Signing this document states, you read and understood the terms and conditions about our press wood policy. 

  Regarding your delivery and the conduct of the Driver and Helpers. I sincerely apologize. For moves over 150 miles we use other long distance Carriers, which by the way we have terminated our relationship with this Carrier becasue of your complaint. As far as the damage to your boxes, they were all packed by you and not by professional movers. We aren't liable for those if we didn't pack them. 

  Lastly, regarding your Claim that you filed. I have attached the Release form that you signed on January 23, 2024. Settlement checks are mailed to you within 30 days. You should receive a check on or around Febuary 23, 2024.

  If you ever move agian, I would like to extend a 10% off your next move with us, if you are willing to give us give us a second chance. 

   

  Thank you for your time and patients. 

   

  Sincerely, 

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

   

   

   

   

   

   

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21187048
  
  I am rejecting this response because:
  

  Offering 10% off a future move is not acceptable given my horrible experience. By firing the carrier, you are acknowledging there were conduct and safety concerns. I am requesting additional financial compensation for this. I felt unsafe the entire time, and both myself and my belongings were handled without care. At one point boxes were unceremoniously dropped on the ground. While I am glad no one will be further subjected to this carrier, this does nothing to rectify the situation in which your company placed me.

  Sincerely,
  
  *********************

  Business Response

  Date: 02/22/2024

  *****************, We are very sorry that you feel this way. We will not be offering any further compensation to you. We terminated our relations with this Carrier because we do not deliver Customer's goods at 10:00 PM at night. You were in no danger, at any time. All Carrier Drivers go through extensive background checks.
  
  I have attached your Claim Settlement document. You were awarded $54.62 on your claim for your damaged items. We gave you an extra $45.38, a gesture of good faith. The .60 per pound is what the industry has set for all Moving companies. You did have the opportunity to take out full value protection insurance, but however you did not. It mentions this on the last page of your Moving Estimate that you signed on Friday, 06/16/2023 11:42:14 AM (ET). It states: 
  
  ADDITIONAL INSURANCE:
  Precise Moving & Storage does not provide full value protection, any additional insurance can be provided through a fully licensed third party insurance company up until 72 hours prior to the original move date. For more information please contact ************************ at ************** or visit www.bakerintl.com, if you wish to purchase full value insurance. Our account number is *****.

   

  Sincerely, 

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

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21187048
  
  I am rejecting this response because:
  

  My goods were delivered at 10pm at night by a carrier I did not know, who verbally berated me, refused to reassemble furniture or unwrap the items, and had your company had a helper who showed up at my door before the truck without any prior warning. I certainly felt unsafe, as I'm sure any other young woman would have in that situation when two men showed up at her door late at night. Your delivery at 10pm was utterly unacceptable, and simply saying that you don't deliver at 10pm when your carrier did is unacceptable. I have never been treated worse than I have by your company. You have placed all blame on me, who simply didn't want contractors I didn't even know where there delivering goods at 10pm, and the carrier, who you chose to hire. You have taken none of the blame yourself for your company's decision, and offering 10% for a hypothetical future move does nothing to help. It's evident you have no desire to rectify the situation, and I encourage everyone to choose a different company. I will not be working with you ever again.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/11/2023

  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.

  This company was unknowingly assigned to my move by a broker.They were 3 weeks late to pick up. I had to leave to go to my house closing 1800 miles away with only what I could fit in a rental car.When they finally did show up, they charged an extra $400 for "extra ***************** it's been 3 weeks since they picked up & they claim they have my stuff in storage & that no driver will take such a tiny load so far because fuel is so expensive?!?!When I contact the broker the answer is always, "we'll check with dispatch," and then nothing.I WANT MY STUFF!

  Business Response

  Date: 02/13/2024

   

  Good Afternoon

   

  to whom it may concern this client was moved on november 19th 2023 they were immediately ready on the 20th of november however that being thanksgiving week we did not have any drivers available to take this route, however the first week of december right after the holiday the shipment was assigned to a driver and then delivered right after the 12th of december due to the travel time it took from ******* to *********, with stops along the way. the contract states we have 21 business days to deliver the items giving us till the 22nd of december which we delivered before this time and we did take longer than the client hoped for, which we apologized for and kept the client updated along the way, as we could however only once the trip was assigned could we notify client not sooner since there was no update, we know it was a frustrating period to wait for her belongings however we did deliver the items in a timely manner thank you for your time. 

• Initial Complaint

  Date:11/16/2023

  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.

  This company was not honest and complete bait and switch. Things were not delivered on time and were damaged. Not only that, but I can not get ahold of this company to file a complain to save my life. I want to be refunded the money they over charged me because it was not any where near my original quote.

  Business Response

  Date: 12/01/2023

  Dear ******************, We appreciate your business and apologize for the issues that you have had during your move with us. I am attaching to this response, your Moving Estimate that you signed on 10/27/2023 03:44:26 PM (ET). Your estimate was based on us loading 355 cubic feet. According to our Bill of Lading (attached), when the Crew arrived, you had an additional 420 cubic feet in items that needed to be loaded that brought your total cubic feet loaded to 775 cubic feet. That is why your price increased.
  
  We feel that your items were picked up on 11/04/2023 in *******, ** and delivered to you on 11/09/2023 in *******, ** in a timely manner. If you look in the upper right corner of your Bill of Lading, you will see that your 1st Available Delivery Date is listed as ASAP. If you look in your Moving Estimate, it tells you how the delivery process works. I have included below a screenshot of the Delivery Windows section. The 1st Available Delivery Date is the date which you provided to the ******* at pick up, when you would be available to accept Delivery. From that date, we actively planned your delivery that was delivered to you 5 days later.
  
  DELIVERY WINDOWS:
  All Long-Distance delivery services are made on a fluctuating basis, with an arrival time ranging between 1 to 21 business days from your first date of availability (The 1st date which you provided to your movers when you would be available to accept Delivery). From that date, we will be in the process of actively planning your delivery.
  
  Average delivery times once loaded are: 1-7 business days within ***** miles, **** business days within 1. Average delivery times once loaded are: 1-7 business days within ***** miles, **** business days within ***** miles and **** business days for cross country (coast to coast) or remote location deliveries. Business days include weekends but do not include national holidays and some religious holidays. 600 miles and **** business days for cross-country (coast to coast) or remote location deliveries. Business days include weekends but do not include national holidays and some religious holidays.
  
  Any claim that you have for damages, must be filed with CSI at www.CSIPros.org. The is our Household Goods Claim Representative. Please proceed with filing a claim for your damages. I will send you an email with a link to click on to start your claim process. 

   

   

  Sincerely,
  **********************
  
  

  
  

• Initial Complaint

  Date:10/08/2023

  Type:Sales and Advertising 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.

  My first encounter with this company was on June 30 when they picked up my items. I was quoted **** to move me out of state. When the driver came he recalculated the quote and charged me almost double of what the original quote was. He stated he only had 581 CF for my items, on the bill of lading he put down that he used **** CF which was incorrect. I have tried to contact the company regarding this discrepancy and have not received a call back regarding this issue. I have called them over 20 times, No manager has called to resolve this issue. On top of that my items were suppose to be delivered on July 17 and I did not get delivered until August 27, No apology or explanation of the delay. My garage door was broken by one of the drivers and it took some complaining as well to get that taken care of, but up until now they have ghosted me in regards to my first issue. They did not take all of my items as described in my quote. I had 3 bd to move. They only move 2 and 25 boxes, there were suppose to be 60 boxes. My 65 inch screen tv was broken by them. ;I had to leave half of my items behind to pick up later. This was a horrible experience. I requesting them to honor my original quote and reimburse me the later.

  Business Response

  Date: 10/16/2023

  I hope this message finds you well, and I want to extend my sincere apologies for the challenges you've faced during your recent move with our company. I understand that your experience did not meet your expectations, and I want to assure you that we take your concerns seriously and are committed to addressing them promptly.
  
  Firstly, I would like to apologize for the discrepancies in the initial quote and the subsequent billing. This is not the level of service we aim to provide, and I understand your frustration with the lack of communication regarding this issue. We are investigating the billing discrepancy and will make every effort to resolve it to your satisfaction.
  Additionally, I am deeply sorry for the delay in delivering your items, the damage to your garage door, and the mishandling of your belongings. These issues do not reflect the standard of service we strive to provide. We have noted your request for reimbursement for the garage door damage, and we will process this payment promptly.
  Regarding the missing items and the damaged TV, we are committed to addressing these issues as well. Please provide us with a detailed list of the missing items and any documentation related to the damaged TV. We will investigate these claims thoroughly and work towards a fair resolution, which may include compensation or replacement of the damaged items.
  I want to assure you that your feedback is invaluable to us, and we are taking steps to improve our services to prevent such issues from occurring in the future. We will also ensure better communication with our customers and faster response times for inquiries and concerns.
  I understand that this experience has been extremely frustrating for you, and I want to reassure you that we are committed to making things right. A member of our management team will be reaching out to you shortly to discuss your concerns in detail and to work towards a resolution that meets your expectations.
  Once again, I apologize for the inconvenience and stress you've experienced during your move. We value your business, and we are dedicated to regaining your trust.
  
  Thank you for bringing these issues to our attention, and we look forward to resolving them to your satisfaction.
  
  
  
  

• Initial Complaint

  Date:09/15/2023

  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 received an estimate for moving costs from Precise moving and storage. I paid the required deposit. After all of my possessions were loaded on the truck I was informed that i owed them more than twice the amount of the estimate. The company was to wrap furniture, pack the truck and transport. At the delivery location the company was to place boxers in rooms where they belonged, put furniture back together and place furniture where it belonged. I have attached emails with the company and there responses When my possessions were moved from Cocoa, ** to **************** many of the items were damaged, broken or missing I have been in communication with ***** from Precise Moving and Storage who offered $ 500. for my loss which is far from the estimate of loss that I sent to her. ***** asked me to send her an estimate so the issue could be resolved in house before it went to their insurance company Many of my possessions were put into a storage shed on my property instead of in my home which I then had to carry into my home. A heirloom cabinet that was specifically identified as needing to be moved was broken by the movers an then hidden in a previously empty closet I had to move items from the storage shed, such as clothes and kitchen items, into the home. While moving some boxes I felt something give in my back and by the next morning I could barely walk, I have been under medical care since and it has been approximately 2 months Per the doctor i am still not to move or unpack boxes so I do not re-injure my back. Because of the injury my setting up my household has come to a complete stop. The doctor ********** my injury to moving furniture, taking furniture apart and putting it back together, putting furniture together and moving boxes Had Precise moving and storage completed the work of the move as they were contracted to do I would not have been injured.

  Business Response

  Date: 09/18/2023

  Dear ******,
  First and foremost, thank you for choosing Precise Moving and Storage for your recent move from ********* to ****************. We have reviewed the complaint you've outlined, and we want to sincerely apologize for any inconvenience you have faced. Our goal is to make the moving process as smooth as possible, and its clear that we fell short of this objective in your case.
  I want to clarify that ***** never asked you to help with the move. She did, however, request an estimate of your losses to try and resolve the issue internally before escalating it to our insurance department. It was never our intention for you to undertake any moving or assembling tasks yourself, and we are genuinely sorry to hear about your back injury.
  Here is a summary of our efforts to rectify the situation:
  Initial Cost Estimate: We apologize for the substantial difference between the initial cost estimate and the final amount. This was a miscalculation on our part, and we are conducting an internal review to understand how this discrepancy occurred.
  Damaged or Missing Items: It is unfortunate that many of your possessions were damaged or missing upon arrival. We take full responsibility for this, and we want to make it right. ***** has already started the process of resolving this issue by offering $500, although we understand that this does not cover your estimated losses. We are willing to revisit this.
  Improper Placement of Items: We regret that many of your possessions were placed in a storage shed on your property rather than inside your home. This is not in line with our service commitment, and we apologize for this oversight.
  The Heirloom Cabinet: We are especially sorry to hear about the damage to your heirloom cabinet. Such items are irreplaceable, and we apologize for the carelessness exhibited by our moving team.
  We are committed to resolving these issues to your satisfaction. Our insurance team will be reaching out to you soon to discuss a more appropriate compensation package that better reflects your losses. Additionally, we are reviewing our procedures to prevent similar incidents from occurring in the future.
  Thank you for bringing these issues to our attention, and we look forward to resolving them as swiftly as possible.
  Sincerely,
  Customer Service ********************************************* and ********************
  
  
  
  

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted Precise Moving & Storage in **********, ** at the end of July to move my items from ******, ** to ******, **. I spoke to sales (*******) who gave me a quote for $1795 but said it may adjust based on when the movers arrived and assessed my items. I gave a $650 deposit on 7/7/23 before the movers came. When the movers came on 8/3/23, I was quoted $2628.50. ******* told me my items would go to a storage in ******, ** until I arrive and they will get their final payment once my items are delivered to my apartment. The rest of the complaint will be numbered to help me keep things organized:1.I was told by dispatch the movers would come at 10am, so I went to my apartment to wait for them. I was told it would take four hours. I gave them until 2p before I called and was told by the driver that he was routed somewhere else last minute and he would call to check on a new truck.2.He called back to say another truck would be coming and it would be another four hours. The truck arrived close to 7p and since I wasn't sure of the company, I didn't leave my apartment. The two movers ******* and (forget 2nd movers name) arrived and packed until close to 12a. After packing, ******* presented a lot of paperwork he couldn't explain to me well and had my sister (who came in around 8p) take pictures of the paperwork. At the end of the night, ******* contacted his supervisor by phone to confirm my items would be put in a storage facility PM&S owns in ******. ******* also asked if I could tip the second driver as he was not under the same contract. I had no cash, and was not able to do so. I gave them cold beverages instead.3.I have called PM&S a multitude of times since 8/25 to make sure I pay my storage fees. When I have gotten an answer from sales (*****), she emailed her supervisors 9/7 and copied me. She also informed me my items are in **********, not **. I also wrote them on 9/11. I do not want my items sold & want to pay the storage fee until I arrive in ******.

  Business Response

  Date: 09/13/2023

  Dear ********,
  I truly apologize for the multiple inconveniences you have experienced with your move from ****************, to ******, **. I understand how frustrating delays and misinformation can be, particularly when it involves the relocation and storage of your personal items.
  Firstly, let me assure you that your belongings are safe and will not be sold. We are currently experiencing a drastic office incident that has led to some delays and communication challenges on our end. I sincerely apologize for any alarm this may have caused you.
  Addressing your concerns in the order you have provided:
  It's unfortunate that you had to wait for the movers much longer than originally estimated. This is not our standard procedure, and I will personally investigate why the driver was rerouted last minute and why you were not promptly notified.
  I'm sorry for the inconvenience you faced due to the late arrival of the movers and the lack of clarity on the paperwork. I will make sure our team is better trained to explain our paperwork and processes.
  I understand you have been trying to reach us to pay your storage fees. Again, our recent office incident has led to communication issues that we are actively trying to resolve. ***** has informed her supervisors about your case, and we're working to clarify the location and status of your stored items.
  I want to reiterate that your items are safe in our facility and will not be sold. We are currently sorting out our internal challenges and will contact you as soon as we are able to make arrangements for your belongings to be moved to ******, **, per our original agreement.
  I appreciate your patience and understanding as we work through this situation. I will ensure that you are updated as soon as we have sorted out these issues.
  Thank you for bringing your concerns to our attention, and please accept our deepest apologies for the inconvenience you have experienced.

  Customer Answer

  Date: 09/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I was able to speak to someone who stated my items are accounted for.  I am not happy with the fact that they are being stored in Alabama (updated location) instead of Durham.  However, I was assured when I am ready, I will be able to have them delivered within a week of my request.  Thank you for your response.
  
  ******************************************************

• Initial Complaint

  Date:09/10/2023

  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 paid $2400.00 for this company to move my property from ******* to *****. I paid for them to assemble my furniture. When the driver came he refused to assemble the furniture he only put it in the garage and refused to take the furniture upstairs and assemble it. 5 mins after him leaving without un wrapping everything and going over inventory we realized half of our sectional was missing, a 58 inch tv, lamp, and childs lounge chair. I called the company for days with no response besides maam we are trying to locate your things. Then received a email with them offering me $300 for my missing property.

  Business Response

  Date: 09/13/2023

  Dear *******,
  
  Firstly, I want to express our sincere apologies for the distress and inconvenience you have experienced during your move from ******* to *****. We understand how unsettling it can be to not receive the service you were expecting, especially during an already stressful life change such as relocation. Please know that we take your complaint very seriously and are committed to resolving this issue.
  In reviewing your case, I must clarify that you did not purchase additional insurance for your items. We have always upheld insurance requirements that meet, and often exceed, industry standards to protect our clients properties. However, without additional insurance, there is a limitation on the compensation we can offer for lost or damaged items. That said, offering you $300 for your missing property was done in line with those requirements.
  Regarding the refusal of the driver to take the furniture upstairs and assemble it. Our team is trained to meet the expectations laid out in our service agreement, and it's clear that this was not achieved in your situation.
  
  Once again, we apologize for falling short of your expectations and thank you for bringing this to our attention. 

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20580965
  
  I am rejecting this response because: I need my property fully replaced and a partial refund for services I did not receive. I have not heard anyone mention anything about what you all will do about my things not being assembled when that is part of the service I payed for.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/15/2023

  Thank you for taking the time to provide us with feedback, and I sincerely apologize for the difficulties you are experiencing. I understand how frustrating it can be to feel like your concerns are not being fully addressed.
  I regret to hear that you're not satisfied with our initial resolution attempts. We aim for total customer satisfaction, and it appears we have fallen short in this instance. While we did try to go above what our policy generally covers, it's clear from your response that we need to do more to meet your specific needs. We value your business and hope to restore your faith in our services.

• Initial Complaint

  Date:08/23/2023

  Type:Product 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 called about the discrepancy in my quote and what was calculated when Precise arrived , I hired acrosstateslocators who is who quoted the job. My box count was correct as well as my furniture description and measurements that I gave **** at acrossstateslocators . I have the emails with the binding quote , box count, and description of all the furniture. I called three times and send an email and no return phone calls. I finally got a hold of somebody told him they needed to review my quote and the invoice they had upon arriving was not correct , I showed them the email. He said sorry they made a mistake. something was very wrong. They said they get back to me and then they sent me an invoice updated with out a box count or furniture description and notification.. the form that I had to pay cash or a postal money order news to me .. I have three email addresses for the same job , ********************** ********************************** and ********************************************************* As well as three addresses for Precise Moving and storage.. One the paper work , **** ******************* way no town , so I asked the driver for the real address he gave me *************************************************************************** on Precise website it is ***********************************************************************.. *************************** is located per email *************************************************************************.. I have called and sent emails no answer.

  Business Response

  Date: 09/06/2023

  We appreciate you taking the time to reach out to us regarding the concerns you have raised regarding your recent move with Precise Moving and Storage. We value your feedback and would like to address the issues you have experienced.
  First and foremost, we want to extend our sincerest apologies for any inconvenience you may have encountered throughout this process. It is our goal to provide a seamless and stress-free moving experience for all our customers, and it is clear that we fell short of your expectations.
  Upon reviewing your case, we have found some discrepancies between the initial quote provided by Across States Relocators and the invoice presented to you by Precise Moving and Storage. We understand that you have provided detailed information, including box count, furniture descriptions, and measurements, to Across States Relocators during the quoting process, and you have emails supporting the binding quote.
  We acknowledge that our team made an error in calculating the invoice, and we sincerely apologize for any frustration this may have caused. Our team should have promptly addressed your concerns when you initially contacted us, and we apologize for the delay in response.
  Regarding the multiple email addresses and addresses associated with our company, we understand how this could be confusing. We are in the process of streamlining our communication channels and will ensure that you receive responses from a single, consistent email address moving forward.
  In regard to the payment method mentioned in the updated invoice, we apologize for any confusion. We offer multiple payment options to accommodate our customers, and we are committed to providing you with clear and transparent billing information.
  To address your concerns and resolve this matter, we will:
  Review your initial binding quote and invoice to ensure accuracy.
  Provide you with a revised and detailed invoice that accurately reflects the agreed-upon terms.
  Clarify the payment options available to you.
  Improve our communication channels to avoid any future confusion.
  Please expect a follow-up email from our team within the next 24 hours with the updated invoice. We will also ensure that you receive responses from a consistent email address for future correspondence.
  We understand the importance of resolving this issue promptly and to your satisfaction, and we thank you for bringing it to our attention. If you have any further questions or concerns in the meantime, please do not hesitate to reach out to us.
  Once again, we apologize for any inconvenience you have experienced, and we are committed to rectifying this situation to your complete satisfaction.
  Sincerely,
  Customer Service Team ********************************************* and ********************

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20515239
  
  I am rejecting this response See attached Letter.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/15/2023

  We appreciate your patience as our dedicated ************************** has thoroughly reviewed your concerns. We are committed to resolving any issues you may have and will continue to keep you updated on the progress.

• Initial Complaint

  Date:07/10/2023

  Type:Billing 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.

  First, they charged me 150% more than I was quoted.. second, they charged me for boxes only half filled. Third they destroyed several furniture items. Fourth, they did not label boxes leaving me and my wife to literally having to search for items, fifth, they did not set up furniture as was quarters in the contract. Six, they charged us for the wardrobe boxes , that didnt have wardrobe in them .Seven , they made my wife go,With the driver , to purchase money orders for the final payment . Instead of taking a card or check.I am looking for monetary compensation .

  Business Response

  Date: 08/21/2023

  Dear ******************, We apoligize for the issues you've had. A Claims Manager from our office will be in contact with you reagrding your complaint. 

   

  Sincerely, 

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