ComplaintsforSmall Move Movers, LLC

• Initial Complaint

  12/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  To move 30 miles, we were quoted $327.50 + $150 bulk item charge for a washer. They loaded up our belongings, did NOT update us on the final total prior to leaving original address and driving to destination, and then charged us $1,618.00 at destination.In direct violation of Statute ******, they refused to unload unless we paid the full $1,618.00, and said if we did not they would store our belongings and charge additional storage fees.- All of our items were pre-packed. We didn't need them to shrinkwrap any items, but they did so without permission and charged us +$150.- We were estimated 2hrs pack + 1hr travel time, with 1 truck/2 movers but they verbally promised 3 movers due to having to reschedule our appt. We received only 1 truck/2 movers and we were charged 4.5hrs pack + 1hr travel time, but total time actually used was 3hrs 12m. - They charged long carry charge because they parked in the middle of the road, despite there being a much closer available spot they refused to use. - Transportation surcharge: It was never explained how this was calculated, rate or percentage. - Mileage Surcharge: They charged us $60 for a 29mi move (******************************************************** -> ************************************************************). Their estimate ****** they charge $1/mile. - OD Fee: Was never mentioned, nor was it ever explained how its even calculated. We were told after the fact that its a percentage and will range from $249 minimum up to $3049. We were never told what the percentage is, either.- Broken items: A very large number of items were broken, scuffed, or otherwise damaged. We filed a claim, and they ignored our claim request completely.Shattered full-length mirror. Movers swept glass from THEIR truck onto OUR driveway and left it there.Nightstands wheels broken Bedframes support bars bent Cabinet wheels broken 4 computer desks had damage on top and sides Washer was gouged on both sides Several totes cracked on bottom Bowling ball bag's wheels broken

  Business response

  01/12/2024

  The complainant hired Small Move Movers on 10/18/23 to service their move scheduled for 10/22/23.  The complainant e-signed a copy of their contract on 10/21/23, and signed and received a physical copy of their contract on the service date (10/22/23).  The contract stated the hourly rate and enumerated in detail, an additional fees that *** apply based upon hours, materials, or specialized logistics as they relate to the move.  Labor is calculated from the time the movers arrive and are signed in by the customer until the last item is unloaded at the agreed upon destination.  Additional fees incurred during the move are then added to the final invoice. These charges include, but are not limited to travel, fuel surcharge, additional materials used and any additional charges related to the unique logistics presented by the move.  The job is billed according to the conditions as the present at the time of job execution.  Any remaining balances are due at final delivery, prior to offload.  All stated fees are available to the customer prior to arrival at the time of job execution. 

  Customer response

  01/17/2024

  
  Complaint: 21016286
  I am rejecting this response because:

  
  Additional fees (******************) are mentioned in estimate but there is no explanation of how they are calculated. While ** provides a range in the estimate, there is no range provided for transportation fee. When we called the office after to ask, we were given no explanation how they were calculated or what they are based off of etc. These fees were not made available to us prior to arrival at the time of job execution like mentioned, even though we had specifically asked further details about them and were denied any further explanations. 
  

  
  We dispute the following charges:
  - LONG CARRY CHARGE (charged $150), because movers had the ability to park closer and refused, instead parking in middle of street.
  - SHRINK WRAP CHARGE (charged $150), all of our items were pre-packed and didnt need shrinkwrap. 
  

  
  We were overcharged for and dispute the overcharge amount:
  - MILEAGE, estimate quotes $1/mi, we were charged over $2/mi (charged $60 for a 29mi drive).
  - LABOR TIME, we actually used 3hrs 12m labor + 1hr travel, but were billed for 4.5hrs labor (charged $517.50) + 1hr travel (charged $115). We were promised 1 truck/3 drivers but only received 1 truck/2 drivers, which negatively impacted the time it took them to load our belongings - and thus, cost us more.
  Drivers had to reschedule from 10/22/22 3-5p as they were no-show, and rescheduled for 10/23/22 ****a. I've attached proof of timeline (couple with proof of payment at 1:13p). 
  

  
  Additionally:
  - A mover must release the goods upon payment of the initial estimate cost. The drivers refused to do this, stating if we did not pay the full remaining balance ($1468) they would take our items and we'd be responsible for storage and redelivery fees. This is illegal per ** Statute Chapter 507, which is directly quoted in SMM's estimate. 
  Statute ****** (**************************************************************************************************************************************): "(1) A mover must relinquish household goods to a shipper and must place the goods inside a shippers dwelling or, if directed by the shipper, inside a storehouse or warehouse that is owned or rented by the shipper or the shippers agent, unless the shipper has not tendered payment in the amount specified in a written contract or estimate signed and dated by the shipper. A mover may not refuse to relinquish prescription medicines and goods for use by children, including childrens furniture, clothing, or toys, under any circumstances.
  (2) A mover may not refuse to relinquish household goods to a shipper or fail to place the goods inside a shippers dwelling or, if directed by the shipper, inside a storehouse or warehouse that is owned or rented by the shipper or the shippers agent, based on the movers refusal to accept an acceptable form of payment."
  Statute ****** (**************************************************************************************************************************************): "(5) To withhold delivery of household goods or in any way hold goods in storage against the expressed wishes of the shipper if payment has been made as delineated in the estimate or contract for services." 
  
  At minimum, we would like a partial refund for:
  - Long Carry Charge.. Refund $150
  - Shrink Wrap Charge.. Refund $150
  - Overcharged amount of Mileage fee.. Charged $60 or $2.07/mi for 29 miles, should have been charged $29 - Refund of $31)
  - Overcharged amount of Labor time.. Charged $517.50 or $115.50/hr for 4.5hrs. While we actually used 3hrs12m ($373.75 cost), we were initially promised 1 truck/3 movers for 2hrs estimated labor time. Only 2 movers were provided despite original agreement of 3 movers in estimate, which negatively impacted labor time. We would like a refund to reflect only being charged for 2hrs labor time ($230 cost - so a Refund of $287.50) since SMM knowingly chose not to dispatch the correct amount of movers promised in estimate. 

  Total of above: $618.50.
  We would greatly appreciate if a reduction in the ** and Transportation surcharges could also be refunded as well, as neither were transparently explained even when we asked extensive questions about their cost/range/percentage.
  This would satisfy our request.

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

  Customer response

  01/17/2024

  Apologies, this portion needs to replace the last paragraph at the end of my previous message: 
  "We would greatly appreciate if a reduction in the ** and Transportation surcharges could also be refunded as well, ***as payment for all items broken and damaged by the movers during the move*** and as neither fees were transparently explained even when we asked extensive questions about their cost/range/percentage.
  This would satisfy our request."

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Movers quoted our move back in Sept 2023, everything seemed fine, complete list of items were listed on qoute, price seemed reasonable for the job needed which was a local move- 20 min drive for a small 2 bedroom apt ( all they had to move was furniture and washer/ dryer) - based upon the other complaints with the BBB there is something inherently wrong with how this company does business, upcharges, heavy items, origin charges , add on etc.. They will say read the contract , everything is listed there. We paid a heavy item fee for the washer and dryer ($200) was also charged $900 for other heavy bulky items, if you read the contract none of my items are listed there that they charged for ??, . However the more time you spend arguing with the customer service person only increases the time of the move which adds to the bill. Yes they lock up the van - driver told me to keep things "safe" what it really is if you don't pay you cant get your goods. Which for us was an addl $2065 ? This is extortion plain and simple- also my qoute was for 3 movers for 5 hours. 2 movers showed up and they did not know about a 3rd person, I was told the final bill would be adjusted. It sure was adjusted by 3 times more almost. We had items damaged and the drivers did not have the tools needed , and were 3 hrs late. And if you dont pay your items go into storage at $250 per day . I see why all payments are cash, cashapp or money order so consumer has no fraud protection as with a CC payment. **************** person we dealt with does not seem to care about the customer, very rude, yelling, kept on reminding me read the contract you signed. I spent 15 mins with her on the phone trying to understand all our overcharges and a way to pay , so they charged me another $64 wait time and would not even ***** me that fee back, i had just sent them the addl $2065 on the final bill moments before. MY wife and I are so disgusted with services and value provided by this company that something needs to happen.

  Business response

  11/22/2023

  The complainant hired Small Move Movers on 9/25/2023 to service their move scheduled for 11/10/2023. The complainant received and e-signed a copy of their contract on 9/25/2023.  The contract stated the hourly rate and enumerated, in detail, any additional fees that *** apply based upon hors, materials or specialized logistics as related to the move.  Labor is calculated from the time that the movers arrive and are signed in by the customer until the last item is unloaded at the agreed upon destination.  Additional fees incurred during the move are then added to the final invoice.  These charges include, but are not limited to travel, surcharges, additional materials used, and any additional charges related to the unique logistics presented by the move.  The job is billed according to the conditions as they present at the time of job execution.  Any remaining balances are due at final delivery, prior to offload.  All stated fees are available to the customer prior to arrival and at the time of job execution. Please find attached a copy of the complainant's e-signed contract as presented to them prior to job execution. 

  Customer response

  11/28/2023

   
  Complaint: 20895674
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  11/28/2023

  Sales representative did not review all the upgrade hidden or unknown charges prior to move . Contract supplied for 3 men move- 2 men showed up almost 3 hrs late after the provided arrival time and no reasonable excuse . Also movers did not have all the tools necessary for disassemble of furniture. Had three items damaged which we put a claim in for - still awaiting outcome . 
  Theres an underlying theme which all of the complaints share which is how much the final bill ballooned up to!  Something not right with how this company does business no matter what they respond read the contract  Discovered this company has gone by different names on the internet or changes their name often, just in time to avoid trouble .

  Something needs to be done 

  Business response

  12/13/2023

  The complainant hired our company on 11/18/2022 to service her move to ************, **.  The complainant received and signed an electronic copy of
  their contract on 11/17/2023. A physical copy of the same contract was also signed on the day of the move.  The contract stated the rate, and
  enumerated in detail, any additional fees that *** apply based upon hours, materials, or specialized logistics as related to the move. Labor
  is calculated from the time that the movers arrive and are signed in by the customer until the last item is unloaded at the agreed upon
  destination. Additional fees incurred during the move are then added to the final invoice. These charges include, but are not limited to travel,
  surcharge, additional materials used, and any additional charges related to the unique logistics presented by the move. Remaining
  balances are due at final delivery, before offloading begins. All stated fees are available to the customer prior to arrival and at the time of
  job execution. 

  Customer response

  12/18/2023

   
  Complaint: 20895674
  
  I am rejecting this response because: Take note, dates are incorrect as stated by business, deposit on contract was on 10/20/2023, for  move on 11/18/2023. Many items on the contract are nor clear and concise for what the actual charge could be. Origin destination fee $249-$3049 , quite a range, they would know where the truck is originating from to provide an accurate number, nowhere listed on qoute ? Qoute provded for 3 workers for 5 hrs. 2 workers showed up. claimed **** would be adjusted as needed. Shrink wrap, $800 per roll, $400 per 1/2 roll- we have no way of knowing how much will be used until the job is done, not clear information. Bulky item fee's , we paid foe the washer and dryer up front/ movers deteremine what exactly is a bulky item over 50 pounds- charged for dining chairs as bulky items ? Nightstands. ? $900 worth of bulky items . We had one sofa , as a bulky item . Basically all the moved was furniture , no boxes etc as they were moved prior to the move.Less than 15 miles away for $2900 . Movers were also almost 3 hrs late and did not apparently have a previous job according to the driver. 
  
  Sincerely,
  
  *********************

  Business response

  01/25/2024

  Please refer to the provided contract for the terms of the agreement. ************** agreed to all of the terms and conditions when he signed his paperwork. Claiming ignorance of the provisions is not a defense. 

  Customer response

  01/26/2024

   
  Complaint: 20895674
  
  I am rejecting this response because:
  Buyer beware in this case / my error in signing the contract without lawyer involved ; basically consumer is agreeing that the moving company at their discretion has a right to up charge for whatever they determine at conclusion of job . I guess they can get away with it / other consumers with exact same issue ?

  Still waiting for a settlement on our damaged mattress- was ripped ! They have yet to respond to emails after representative agreed to a pay a claim ?

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

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am filing a lawsuit via the online portal in Orange County. I have not received reimbursement from an insurance claim after 90 days to replace and repair all damaged items. All of my items were damaged in the move.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  This started in November of 2022. I was given an estimate of $2,884. For my move of using 350 cubic feet. I paid this company $1000 down for my move. I moved July 28, 2023. They came for my items that same day. I had to pay $980 when they got there and after loading my items they charged me an additional $1,875. It was only about 20 boxes, a washer and dryer, a table a few paintings and 2 toy boxes. So it wasn't a whole house move. I got charged for 500 cubic feet. I paid $300 more upon pickup and they held my items until I was able to pay the remaining $1,500. It still took them a month to bring my items. Got them in September. When they got here Instead of paying the $775 that was remaining they charged an additional $400 because they had to use a shuttle they said. Wouldn't leave my items until I paid the extra 400. They did such a horrible job with my items. Tv was ruined, entertainment center is scratched, boxes ripped open and squished and my table was broken. They gave me non working emails for claims. Refused to be held responsible for any of the damages on any of my items. Also missing about 6 boxes or so. All I was told was that it wasn't their problem that it was their warehouse or wherever my stuff was taken to. But wouldn't provide any location or information as to a number or name. They would only accept payment through cashapp. When they got here they would only accept zelle. I have the proof of payments through both apps as well. I only received about 10 boxes and 3 totes. From the boxed items.

  Business response

  12/11/2023

  The complainant hired our company on 11/3/2022 to service her move to ************, **.  The complainant received and signed an electronic copy of their contract on 11/7/2023. A physical copy of the same contract was also signed on the day of the move.  The contract stated the rate, and enumerated in detail, any additional fees that *** apply based upon hours, materials, or specialized logistics as related to the move. Labor is calculated from the time that the movers arrive and are signed in by
  the customer until the last item is unloaded at the agreed upon destination. Additional fees incurred during the move are then added to the final invoice. These charges include, but are not limited to travel, surcharge, additional materials used, and any additional charges related to the unique logistics presented by the move. Remaining balances are due at final delivery, before offloading begins. All stated fees are available to the customer prior to arrival and at the time of job execution. No claims email was received from the complainant. The claims email address that is provided to customer's that incur damages is a standard address that is used company wide for the claims process. The customer is given 48 hours once the move occurs to file a claim with our company. All claims are given the proper scrutiny, and are answered in the requisite amount of time.

  Customer response

  12/11/2023

   
  Complaint: 20788517
  
  I am rejecting this response because: I was never able to make a claim with the company because every email I tried to send to their " claims " department all said failure notice. 

  Not only did I recieve broken and ruined items. But not to mention the boxes that were missing. They even tried to leave items that didn't belong to me. 

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

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I. Was quoted an estimate of $566. We signed an estimate. The final bill was. $1427.00. ]The company required another $969.00. Before they would unload our belongings to our new address. I understand that it would be a little more than the estimate, but $900 is unheard of. I would like a refund ou $600.

  Business response

  10/04/2023

  Customer contracted our moving services for a local move at an hourly rate billed in quarter hour increments above the minim amount of 2 hours of labor. Any and all additional fees that the customer could incur during moving are listed in the estimate. The customer electronically signs at the time of booking. Customer is given an estimate based on the information that they provide. In this case the customer was estimated for 3.5 hours of labor and 1.5 hours of travel. When we arrive to the delivery location we calculate the hours from the time they signed the movers in, and how long it will take for them to offload the truck. Balance is due at delivery prior to offload per the contract. The customer used **** hours of labor. Materials are not included as it states in the contract. There is also a standard surcharge that is added, its a percentage of the customers balance, plus mileage. Customer also received this information prior to the movers commencing work as she had to sign them in and sign the contract along with some other forms. Attached is the e-sign, contract, estimate, and other documents required for every move.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This company is a scam and need be shut down asap.We talked to an agent from small move movers on Aug 28th 2023.He quoted us $1225 for one bedroom apartment moving fron ******* to Va on Sep 6 2023.He rushed us to pay $350 deposit to lock this rate .We asked them send someone to look at our stuffs but they claimed they never do on site estimate. On September 5th one day before moving date this company called and said they need increase the price to $1800 because the 1st quote wasn't accurate. We paid $500 extra deposit for this new quote. We signed the contract with everything on the list .On the moving date .Two very unprofessional movers showed up asked us to pay $700 before they loaded .we paid and they started load .They only loaded everything on the list nothing more than it.But they quoted a new price $5000 after and forced us to pay $1800 more .We asked them to unload the furnitures because $5000 is more than 4 times the price of 1st quote and we can't afford it.they refused and hostaged our furnitures. My husband paid $1800 and they finally left but by today we haven't heard anything about our furniture delivery. This is 100% scam company and there are lots of their victims all around ******* but they are still in business and fraud more money.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attention this company is Not a good. We hiring this company to do our moving ********* ** to ********* **. 1- They send ** the quote of estimate of $500 My husband agree and we procede to the move. 2-They set up the time 1pm and they came at 6pm . 3-They been rude and complaining for everything and been slow to buy time to charge more .. 4-They dont have the tools to dissembled The furniture. 5- When we finish the move out they told me I have to pay more but they dont told me how much more till we get to the new apartment and told me is $2693 in cash dont accept credit card or debit card. They time was 1am if I dont give them cash they will not moving in the furniture. 6-We pay the unexpected amount in cash but they dont want to open the truck to move in the furniture because we have to give them more. Money . 7- we call the police and they start to take out the furniture but they dont take to the apartment they leave the furniture out side at the first floor that happen 3am 8- They charge for Elevator fee, Bulky item fee , long distance between the elevator and apartment and Miles travel . And 12 hour of work but they dont do anything they charge me. 6pm to 3am. Is only 9 hours ************ is too bad dont used . Bad experience, extremely stress and they steal your money or your furniture if you dont have the unexpected money they asking for 1am

  Business response

  09/25/2023

  Customer booked our moving services for 09/08/2023.The customers estimated pick up time was for 1-4pm. The job previous to them went over a bit longer than expected and we kept the customer informed throughout the day. We unfortunately do not guarantee pick up or delivery dates or times as we service multiple moves a day and cannot guarantee a time. Customer received an estimate at an hourly rate. Anything over the 2 hour minimum is billed in quarter hour increments. Customer received their estimate via email that includes the terms and conditions of the move. They electronically signed. The customer also physically signed the same contract at pick up prior to the movers commencing work. We were scheduled to pick up 425 cubic feet based on the customers inventory they provided. Upon arrival customer had a least **** cubic feet and was informed it would take at minimum 7 hours. Customer agreed. The labor took ***** hours, 1 hour travel, then we added any additional fees according to the contract. If they have stairs, elevator, long carry, packing materials, etc.. Upon arrival at the delivery location the balance is due prior to offload. We do not only accept cash payments. The options for payment is listed in their contract. They were also informed during the booking process. The customer did call the police and once the officers arrived they informed the customer they had a contract and the fees they were being charged were consistent with their contract, the customer paid the balance in order for us to offload. Attached is the contract along with any additional paperwork they signed describing what they will be charged. 

  Customer response

  09/25/2023

  Im not satisfied. They dont carry the furniture to the apartment they left everythings down stair and my family and I take to the apartment at the 3rd floor. We buy equipment to do that . 
  

  They try to keep the Furniture as they do to another clients . This based of they previous complaints. 
  

  I try to do the client as the Police told me but they dont answers our calls. 
  

  Thanks

  Thanks 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Movers quoted me $300 to move from **************************************************************** to ****************************************************************************This is approximately a 10 minute drive.The total payment due was over $1400! There was NO reason for this to be so high. They charged a Transportation Surcharge of $202.18 with no explanation, and an OD fee of $249.00 with no explanation. They also added $150 elevator fee which was not included in the quote even though I mentioned an elevator.Even though we were over the time by 1 hour, this should result in $99 and nothing more. They were unable to give reasonable explanation of additional fees.The actual was almost FIVE times what the quote was which unacceptable. Especially for a 10 minute drive. They also held my items hostage until I paid the new amount.

  Business response

  09/21/2023

  Customer agreed to a local move at an hourly rate. Any and all other fees that could be associated with his move are listed in the contract. Customer provided an inventory of items to move. He was given an estimated amount of time to move them. Time clock starts at the door and ends when the last item is off of the truck .There is a list of items that are not included in the estimate. If we arrive and the customer uses supplies, has stairs, elevator, or long carry there is an additional fee as stated in the contract. As well as a standard transportation surcharge and mileage. Attached is the contract the customer electronically signed along with the final invoice that is emailed to the customer at delivery after the hours are calculated along with any additional fees required to service their move. 

  The customer was informed there would be additional fees that are not included in his estimate should they apply to him at the time of booking. He was also emailed his contract for review before placing a deposit and signing agreeing to the terms and conditions of his move.  Every charge was explained in detail to the customer. There is no way we would not have given a reasonable explanation to the fees he was being charge because they are standard in every single move if they apply to the customer. Payment is due at delivery prior to offload per the contract. At no point did we hold his items hostage, that is the policy and procedure per his contract. 

  We ask that you please remove this review/complaint as he was charged fairly per the contract that he agreed to. 

  Thank You 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 8/8/2023 I was quoted for them to move a washer, dryer, dining table, large whiteboard, desk & a tv stand for $336. I signed and paid them with cash app & a check per their request before hand. They were 2 hours late on 8/9/2023. They could not move the desk, whiteboard or unmount the tv like I originally was told in the contract. Upon arrival I was made aware that the quote was now changed to $1100 and that they couldnt unload until I paid the balance. They stated that my washer/ dryer / table were bulky items and an extra $150 each. This should have been included in my original quote since it was noted exactly what items were being moved & also when I was quoted a second time at my house by the mover himself. I was Also responsible for the hours they were late as well as the drive which they got lost for an extra $45 minutes.I told them I could do half of the extra $$ needed seeing as how my stuff was being held hostage but I was not going to be scammed out anymore. They refused and said they were calling the police for abandonment of furniture as well as raising my price. I These people are scammers and now upon research Im seeing more bad scam reviews than good ones.It is also illegal to send payments through Zelle or cash app for instrastate movings in *******. They also change their name when the reviews get to bad and go by: Small Move Movers, ******************, Metro West Movers, 2Man 1Truck, The Other Side Movers, All *******************, Storage Vaults, Moving Giants

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So they pick up our stuff and I keep calling to see when they are bringing our stuff to our final location and they can never give me an update I always had to call them. Then I explained I need the stuff by a certain date they said in the contract they was **** AFTER the requested date I wasnt explained that but hey ITS IN THE CONTRACT is the only thing they know how to reply with instead of apologizing for miscommunication. I asked for a discount for all the inconveniences so far they said they already gave me an $800 discount because they didnt charge me mileage. This supposed discount was never explained or told to me so I was unaware of it existing. So our stuff doesnt come until 2 weeks later. Then they forget to give us a plastic bin with valuable items at drop off and now its lost and we have to file a claim that probably wont cover the cost of items. They are all imbeciles.

*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. ↩