ComplaintsforSmall Moves

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - Small Moves Inc. was reserved ahead to move me from a 1 Bedrm Unit(790sq ft) to a Studio Unit(572 sq ft) on 07/01/24; confirmed for after 1PM - Movers called at 8:20AM, in my complex, ******************, or within 2 minutes away - Asked to start soon/now as the first Cust cancelled; I was not completely ready; ******** de-installer/re-installer was to arrive at 9:30AM & be out of the way of the Movers - I agreed to go ahead & start early;the Movers&Sears Installer both arrived approx 9:30AM...so sorry, much confusion that morning, not sure of exact time Movers started!- Movers were 2 young men, very nice-taking orders from their Mgr via phone - Approximate distance of moving me was no more than 100 yards...literally across the Parking Lot!- They did not load anything on their Truck(rental fee of $149) used hand carts; their hrly rate quote was $149 each x 2=$298/hr - It should have taken them 1.5 hrs tops! Mostly moving boxes; only furniture was a Large Lazy Boy chair; dining rm table;coffee table; plus drop off a 27' TV to Adventura Nurs Hm around the corner - When they were finished; I was asked to sign their document that everything was completed; office would call for my credit card & with the receipt(since they arrived early, I still had much to pack& move myself!)- I even tipped$100 them for their svc, not expecting a bill of $586-they reported 3 hours to their Mgr which is ridiculous; they simply moved my items across parking lot; they talked alot in Spanish as they worked; I was frantically trying to finish packing at old unit & did not watch all they're steps!- I am 73 yrs; feel they took advantage of me/the situation; drug their feet moving/talking; 1.5hrs is what was discussed at the Booking; feel they over-charged me to accomodate for prior cust cancellation - Spoke w/*********, Owner;she thanked me for expressing my feelings!- Again, much activity scheduled July1st-Cable Co,Blinds Co&Locksmith-much confustion - Req is for a Partial *****************

  Business response

  08/28/2024

  In all due respect to ********************, having to carry someone's furniture 100 yards (the length of a football field) adds significant time to a move.  Traditionally, most moves have a carry distance of 50' or less, her job involved carrying heavy items 300', six times the norm.  Additionally, on these extra long carries, the moving team will have to carry a lighter load each trip due the distance moved.  ************************ estimate was priced with a two-hour minimum at $447.00, our crew took three hours and she was charged $149.00 for the extra hour. 

  She stated in her complaint that "1.5 hours was discussed at the booking"...that is just not true.  All of our jobs are two hour minimums (see attached estimate).

  One final note, she failed to mention in her complaint that she filed a credit card chargeback in the amount of $190.00 which was taken from our account. 
  

  
  

  Customer response

  09/03/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired small moves *** to move a few pieces of furniture into my condo. I was given an estimate with an hourly rate and estimated amount of time. My move required less than half the estimated amount of time. They charge my credit card for two hours $378. The move took approximately 50 minutes from start to finish. It clearly states on there business card and website there is no minimum. There was no language on the estimate saying there is a minimum charge. I was not told verbally that there was a minimum charge. I spoke with ******* from small moves on 29 March and explained the issue. I was informed at that time the Director of operations was not in the office. ******** said she would try to get me an answer that day or Monday 1 April. I waited for a week and didnt receive a response from anyone. I called back 5 April. When I called back on the 5th of *************************** did not seem to know what I was talking about. She placed me on hold. After holding, I was told the Director of operations would not change the amount billed. I emailed ************************* the president on 5 April explaining the situation. He claims he pulled phone records and I was supposedly told verbally. That directly contradicts their advertised policy. I have requested those phone records with no response.Thanks in advance ***********************

  Business response

  04/23/2024

  ****************** was charged appropriately.  We have a two hour minimum charge which was explained to him on the phone and emailed to him. Additionally, I have attached the quote and the email that was sent to him on February 23rd by our move coordinator.  Finally, I'd like him to produce where we advertise "No Minimums"... That certainly is not our policy. 

  In closing, ****************** was charged appropriately.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a move with "Small Moves" for my father to move into an independent living facility. MY father is 83 years old and needed assistance with his move.Two days after the move my father noticed a 70 inch 24K gold Cuban chain missing but the wooden cross that was on the necklace was still in his drawer that he put it in. My father is not able to open a clasp on a necklace, therefore we bought him a long chain to slip over his neck. Since the wooden cross was still in his draw someone had to unclasp the necklace and remove the wooden cross.During the move, there were only four people in the house and involved in the move. The two movers hired by Small Moves, and my father and myself.In addition to this, because of my father age he tires out quickly. There were no visitors or anyone who came into his new apartment, other than myself.Therefore, no-one had an opportunity to go through my father's personal items and take the necklace other than the two people who moved the desk the necklace was in.I called Small Moves when my father discovered the chain missing. I was informed by ********* the matter would be investigated and she would call me back. I never received a call back from ********* or anyone from Small Moves to inform me the progress or to offer a solution to resolve the problem. I called Small Moves back a few days later and was given the run around again and promised a called back, which I did not receive.I took my father down to fill out a police report for the necklace that was stolen during the move. I called Small Moves back to informed them of the police report. ********* was still unwilling to help resolve the problem and offer a solution and told me there was nothing she could do. I informed her that I was going to write this review and report Small Mover to the Better Business Bureau. ********* told to go ahead, that it would not hurt the business what so ever.

  Business response

  02/27/2024

  In all due respect to ******************, I disagree with many of her comments in this complaint.  We have been in communication with her throughout this incident.  The only thing that can be done in the case of a theft accusation is to involve the authorities as we suggested.  Once her police report was completed, one of the owners of the company spoke with to the detective.  We have not heard anything back as of yet.
  
  While I have no reason to doubt that the necklace is missing,I do take issue with the fact that she is accusing our team of being absolutely responsible for its disappearance.  We performed the move on the 6th of February and the first time she contacted us regarding the missing chain was two days later.  As is it is physically possible that a member of our team could have taken her fathers chain, it is highly unlikely as both members of the move team have been working for us for a long period of time, one almost two years and one over four. These are two very trusted employees and it just doesnt make sense that either of them would steal a gold chain or anything for that matter from a customer.  I certainly would scrutinize the time that transpired prior to our arrival on move day and subsequent our leaving.  
  
  In closing, we have already cooperated with the authorities and will continue to do so.

  Customer response

  02/28/2024

   
  Complaint: 21288700
  
  I am rejecting this response because: Small Moves did not contact me in regard to the missing chain after I reported it to the ********* on Thursday, February 8th at 9:25 am. I can absolutely prove the lack of communication by producing my phone records which will prove Small Moves only called me once on Tuesday, February 13th. I reported the chain missing on Thursday, February 8th 2024. I made the initial call to Small Moves on Thursday, February 8th at 9:25 am. I was told I would receive a call back from someone in the company that morning in regard to my complaint. I did not receive a call back from the company that morning. I called back on Thursday, February 8th at 1:47 pm and was told they were aware of the situation but they have not talked to the owner about it yet and he should be in the office by 2 pm. I still did not receive a call back from anyone working with Small Moves. I called back on Thursday, February 8th at 4:49 and I was informed that it would take anywhere from 24 to 48 hours to receive a response from the owner of the company, *****************************.

  I did not receive a call from Small Moves on Friday, February 9th or on Monday February 12th. I finally called the company back on Tuesday,13th and I spoke with ***************************** who referred me back to *********. ********* informed me that there was nothing they could do and I could not prove it was stolen by one of the movers and basically its just our bad luck.

  I know for a fact the chain was stolen by one of the movers working to help my father move on February 6th. The detective working on the case informed me he has located the chain at a **** shop located near Small Moves in *****, *******. I was informed the chain was hocked at the **** shop two days after the our move with Small Moves on February 6th. The detective has placed the chain in custody until he completes his investigation into Small Moves. The detective also informed me that we were not the first customers to report missing items from Small Moves.

  In summary, Small Moves was not helpful in resolving this issue with us, They deflected and accused us of losing the chain. It is very unsettling this company is not willing to offer a way to resolve this issue other than stating they have no responsibility for what their employees do while in a customer home. They apparently hired employees to work with the elderly and take advantage of them. 

  In addition, The chain that was stolen. The chain had a wooden cross on it. When my father looked for the necklace/chain, he saw the wooden cross in the drawer by itself without the chain. The chain was a 70 in Cuban gold chain. My father could slip it over his head which he did all the time because he is unable to undo the clasp. Therefore, someone had to unclasp the chain and remove the wooden cross. The chain was not lost or misplaced. If it was the wooden cross would have been missing as well as the chain, than there would be a possibility of it being misplace or lost.

  I will attached my phone records proving Small Moves was not in communication with me. I can also provide the police report if needed.

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

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Small Moves, **** to move my elderly mother from one Assisted Living Facility (ALF) to another ALF 5 miles away. The estimate before I hired them was one and 1/2 hours with 2 movers, however, there is a 2-hour minimum that I would be charged that I agreed to. They charged us for 3 hours. Throughout the move, we had to keep telling the 2 movers that we were on a timetable because they were not working 1/2 the time they were there. My mom needed to be in and settled so she would be on the right food and medication schedule, so we told them you needed to keep working as you chat!! They said, don't worry, we are not in a hurry, no stress. We had to start moving things out ourselves and packed a full pickup of items to hurry the process along. I have attached the documentation of the day and how many times we have tried to resolve this with Small Moves, **** The manager, ********, was extremely rude and blamed me for not calling her when the movers were in my mom's place to complain about them. I want to only pay for 2 hours as it should have been. The other major problem is they left a rod to my mom's hospital bed on the truck and refused to even address it with us. Without this metal rod, her bed is non-functioning, and can't move her up and down as needed. I want the rod back or compensated the amount of a new hospital bed. In my opinion, this is elderly abuse. I have attached the invoice, where we wrote additional times my friend tried to call them to rectify this. I also attached the email chain that includes more information about the day, and how many times I have tried to reach out, and no one has responded back to us. Thank you.

  Business response

  12/04/2023

  I reviewed the job notes and di notice the job went over 2 hours.  Our company policy is we bill by the hour, and portion of an hour is billed as one hour.  I will be willing to refund $74.50, or one-half of the requested refund.  If that is satisfactory, just answer through this forum and I will promptly process the refund.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/9/2023, I agreed to a moving company to move my belongings from the Waylands apartment complex to *********************************, both in *************, *******. The apartment buildings are within 6.3 miles apart. I agreed to a moving fee of $374.30. I had a very small amount to move, the largest item being a full size bed. There were 3 movers. The total time for the move was less than 2 hours. When we arrived at the new location, the movers held my items hostage and said they would not remove the items from the truck till I paid the bill in full.However, the moving company then said I owed them a total of $1226.30. They would not release my belongings till I paid the amount which was more than 3 times what they had quoted me. I have an email with the original quote. The name of the moving company is Small Move Movers @ smallmovemovers.com. The phone for this company is ************. I am reporting them for fraud and want to know how to get a refund of the extra money they held me hostage for. This is truly a fraudulent business practice that they should be held accountable for.

  Business response

  02/27/2023

  We did not service this customer.  Please see the link below that is the ****** result of the telephone number that he had listed in his compliant.  

  I presume that this complaint will be totally removed from our company as it is not related to us at all.
  

  ********************************************&rlz=1C1GCEA_enUS882US882&oq=************&aqs=chrome..69i57.206j0j15&sourceid=chrome&ie=UTF-8

  Customer response

  02/28/2023

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩