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:09/21/2023

  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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: my desk was in good condition  and the mover did this and never responded when I tried several times to resolve the issue. I had finally got hold of someone who to me to email the picture of my desk and now they are claiming my desk is cheap but It was not broken.  
  

   

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 10/04/2023

  Hi There,
  

  Thank you for your message. Our company is known for our exemplary customer experience, and prioritize customer service and client's items, we take customer's complaints very serious.

  We conducted a move for ******* ****** in August 2023, that went well. After receiving a complaint from the client days later, management opened an investigation into the matter.

  The client had a desk made out of particle board (synthetic wood) that was already broken, our experienced movers communicated with the client and explained to her that particle boards are very weak, and that the desk is already broken. In the spirit of good faith, since the client did not have additional Full Value protection on her move, we offered her the Released Value Protection, to which she declined.  We respected her wishes.

  

  Business Response

  Date: 10/24/2023

  The client had a desk made out of particle board (synthetic wood), our movers communicated with the client and explained to her that particle boards are very weak, and that the desk is already broken. In the spirit of good faith, since the client did not have additional Full Value protection on her move, we offered her the Released Value Protection, per our term & condition/signed contract, to which she declined.  Even though the 30- Day post move time has passed, we are eager to get this matter resolved. We are willing to make an exception and extend refund/claim time for the client and still offer the Released Value Protection amount.

  Customer Answer

  Date: 10/25/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  what would this be ? Because your office neglected to respond within the 30 days. I watched the movers climbing on my furnitures in that truck jammed up and I asked them to do two trips and now blaming me. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:06/14/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ****** ****

  
  

  
  

  
  

   

  

  Business Response

  Date: 06/20/2023

  Hi there,

  
  Thank you for your message. We’d like to acknowledge that Prime Residential Movers completed a move for Mr. ****. The client made claims of damages to some of his furniture. 
  We understand that there was no additional coverage on Mr ****’s move beyond the $0.60 per pound. Per our signed contract with Mr. ****, the Moving companies liability shall not exceed the minimum valuation of .60 cents per pound.
  However, we were willing to offer a courtesy and want to make sure that we take care of our customers.
  We contacted the client & opened up a claim offering to repair damages. We have tried contacting the client to set up an alternative date and time for the repair but no answer. We also left the client a voicemail. It seems that client, too, have tried contacting our office.
  We do have availability on Monday June 26 to come in and begin the repair process, if that’s okay with the client. Please confirm that 6/26 is a good date to schedule repairs. Thanks!