Complaints

This profile includes complaints for Black Tie Moving, Cincinnati, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Black Tie Moving, Cincinnati, LLC

  201 E 5th St Fl 19 Cincinnati, OH 45202-4152

  
• 

  Black Tie Moving, Cincinnati, LLC

  6744 McVey Blvd Columbus, OH 43235

  

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:04/18/2024

  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.

  On April 2, 2024 I hired Btack Tie moving company to move my property I had labeled my boxes and already packed everything prior to their arrival they were supposed to be there at 11 a.m. they were late they arrived at 12:45 p.m. they took breaks I began to help them to move it along faster because I was on a schedule which the company knew about and they were already thrown me an hour and 45 minutes late. I watched them load the truck they asked questions about how old something ( dolls) were upon arrival of the destination I began to notice that they were in a serious rush to get out of there upon unpacking I began to notice that I was missing serious several boxes and told the company who then began to give me the run around I've saved all the text messages every last one even when he accused me of being an alcoholic. I've tried several times to get my property back he said he needed verification that I didn't have them he needed verification what was in the boxes etc... furthermore his employee's opened up a case of pop took it upon themselves to drink it without asking if they could! I'm missing family heirlooms, clothes, tool, furniture was damaged, pop, they even had the nerve to take a case of garbage bags but the owner in text message asked what could he do to make thing's right well the heirlooms are irreplaceable because they are antique of my deceased parents he was shown that I asked for a full refund reimbursement he refused but stated in text he'd give something but he wasn't or rather I wasn't going to get a full reimbursement to me I do believe that is an acknowledgement of guilt! I want my property back I believe that they're or are trying to sell it because some of the pieces in questions are of 22kg which you've pictures of now. This man/ company needs to be held accountable for his employee's and his breach of contract plus the theft!

  

  Business Response

  Date: 04/30/2024

  ********* ******* contacted black tie about a week after her move to indicate that she had boxes missing. I asked her to let me know what items she may be missing in those boxes and if she unpacked everything; ********** move had over 200 boxes on it. I wanted to make sure before even going to the claims process that maybe we could send her help to get unpacked and help her locate these items as this is usually the case for these types of situations. At first ********* agreed. I asked ********* what was in the boxes a couple times. She was taken aback by my questions. She wouldn't let me know. I tried to let her know if we needed to move towards the claims process I would need to know what was in the boxes so we can Claim everything that was lost or damaged. She gave me a list, I read over some of it quickly, she had a list of glasses that were designed for specific alcohol brands. I did respond to her that "I did see you had alcohol, we do no carry alcohol. We do let you know that prior to your move through email" She responded to me by saying I called her an alcoholic and I tried to explain what I meant when I texted her that. She continued to think and say that I called her an alcoholic. After this I asked ********* what she thought was a fair offer for her lost possessions. She said she wanted and deserved a full refund. At this time, she was letting us know that she is having conversations with her lawyer, ***** *******. I talked to her lawyer to explain to him what was going on. After telling him, he told me he would talk to her. I let her know that we gave her serveral options for insurance. We gave her this option three different times. ********* told me she was never given an insurance offer, even though we have on recorded line of our sales representative going over the insurance options. We sent her emails on two different occasions about her options. Then prior to the move, when the movers first arrived, ********* signed off on minimal carriers coverage, which covers lost and damaged items up to 60 cents per pound on the item. After explaining all of this to her she still refused and still would say that she didn't get offered insurance. At the end of our last correspondence ********* let us know she was going to contact BBB and talk to her lawyer again. She refused to let us come out to her location to help her unpack and look for the items. After talking to *****, ********* let us come to her house and locate those items. Unfortunately the items she has mentioned were not found and everything was unpacked. The next step is to identify the items missing. 

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Furthermore I have kept every one of the texts between myself and the employee named Victor and at no time did I refuse for them to come out to my residence to show that the missing items were not here. 
  
  Regards,
  
  ******** *******
  

  

  Business Response

  Date: 05/16/2024

  ********* ******* and I ended our communication. I had our local manager in Cincinnati, Ron, contact ********* to go look at her items that were missing. At first she refused. It was only after I talked to her Lawyer *****, that she let Ron come in. There were no boxes to unpack and everything was in their place. We still need to identify these items to claim them under her insurance policy

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. When Ron was sent to my residence he was not only shown what was missing but was also shown the damages that was done to the property a witness was there at the time of his presence in my home. Witness in question is a *** ****** ****** ###-###-#### and I'm supposed to believe that they've spoken to him as well? Furthermore Mr. Ron took pictures of the damages that was done so again what happened to those pictures in his phone that he claimed he was going to turn in??
  
  Regards,
  
  ******** *******
  

  

  Business Response

  Date: 05/21/2024

  She has 90 days to file a claim to *************************. We will happily help her there with any damages she has.

  Customer Answer

  Date: 05/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Hi ***  ***** again they've not provided any information regarding on how to file a claim on the damages or the missing items.  It has been one lie after another which I have shown proof of and provided a witness to these actions on behalf of the company. 

  
  

  I've been trying from the very beginning to get this matter settled they've been doing everything in their power not to cooperate in everyday in every way possible. I am requesting the BBB to assist in this matter in filing in any personal claims application or whatever paperwork that needs to be done to let them know it's not right what they've done and are doing to customers I've lost precious heirlooms that can never be replaced due to their lies and negligence and the blatantly showed that they truly didn't care at all they've actually sent me several emails to do a survey on them. 

  
  

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

  

  Business Response

  Date: 05/29/2024

  The coverage you selected for your move was the standard cargo coverage. This coverage pays out based on the weight of any damaged or lost item, at 60 cents per pound per damaged item and has a zero deductible. I will simply need the approximate weight of the damaged items, then I will do the calculation. Please email ************************* about the damage and send photos and I will be sure you are taken care of. 

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  "How can we but a weight on the items that are missing if they're not here to be weighed?? That doesn't make sense! Again I am at a loss of the stupidity of this I've the furniture that's damaged how do they suppose I weigh that?? How do you take the pictures of the bowls of the heirlooms that are missing?? I've half of that I've the plates sure I can weigh those for the missing cups/bowls that are missing which Again they've a pictures of the carousel glasses there's 4 that are missing  there's a (1) green vase missing champagne flutes (4) there are clothes missing Again How do they suppose I weigh the close go to a store and ask can I weigh it?? The ludicrous of the wording is just that. I'm requesting where are the pictures that were sent in the text messages and from their representative that came to my home to verify of the missing antique heirlooms the furniture that was damaged where is that this is a game that thr the company is playing to prolong the process in the wrong doings and negligence of their company furthermore do they want me to weigh the 2 cans of pop the employees took upon themselves to open and drink then wrap it up so that when it was opened all of it rolled on the floor seriously this is ridiculous and a blatant lack of a company and their ethics someone should really look into their contracts and how they truly do business!! Why don't they send someone out here to weigh the missing items?"

  
  Regards,
  
  ******** *******
  

  

  Business Response

  Date: 06/04/2024

  Hello, Here is a great tool for collecting weights **************** . You can also use ****** for estimated weights for things like glasses or bowls. If you email claims the details they can help you.
  

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  

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

  
  

  *** *****  I filled out the sheet but it doesn't show nowhere you can save it to send back to you at all. Again this is another way to provide a way to prolong this to their satisfaction. 

  
  

  Sincerely,

  
  

  ******** ******* 

   

  

  Business Response

  Date: 06/11/2024

  That is a tool to help with finding weight. You would just let us know your totals then I can do the math from there. We are not prolonging the process. We are happy to help resolve this one you let me know the damage break down. 

  Customer Answer

  Date: 07/01/2024

  here are the final totals we came up with!

  6 boxes of clothes

  6 boxes of China

  2 Hutch/Cabinets

  1 Curio Cabinet

  1 Set of Fireplace Equipment

  1 Fireplace- at 84 lbs (between 103 & 65)

  

  Business Response

  Date: 07/09/2024

  Can you send photos of the damage now that we know the weights?

  

  Business Response

  Date: 07/17/2024

  Our team would like to send someone out to make repairs to pieces of furniture in your home. If you are okay with this, I will have Ron reach back out to schedule a time that works for you. Anything that can not be fixed, we can refund based on weight.

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** *******
  

  

  Business Response

  Date: 07/25/2024

  If you were to choose to have the damaged furniture repaired, we would hire a 3rd party repair technician at no cost to you. The other option we are willing to offer would be the initial offer based on weight. However, upon further assessments, we do not agree with the amount of damage claimed based on the proof we have. Therefore we are offering a refund of $403.20 or the repairs.

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** *******
  

  Customer Answer

  Date: 07/25/2024

  I will accept the offer of $403.20. Please let me know when and how to expect a refund. 

  

  Business Response

  Date: 07/26/2024

  We will be issuing an agreed upon refund check for $403.20 and mailing it out to ** *******.

  Customer Answer

  Date: 07/29/2024

  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. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  Date:09/22/2022

  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 over $3500 to have black tie movers move my entire household on 9/27/22. I was told that they would move, assemble and if any damages occurred pay .60 per pound of the item. The movers arrived late, refused to move everything forcing me to rent a ****** an extra day, broke most large furniture items, refused to set up furniture and are now refusing to respond to emails and phone calls requesting insurance reimbursement for damaged or stolen items. The staff is incredibly rude and has told me they will not assist. The movers spent most of the day on their cell phones cussing at their significant others, complaining about the heat and when i asked them to move the remaining items they left they told me they had a long drive home. They cussed at my small child, attempted to intimidate my boyfriend and lied about having conversations recorded of me saying I didn’t want items assembled. They refused to put items in the correct room, refused to assemble furniture, did not leave hardware so I could assemble and caused major damage to my home that they are refusing to fix. Please help. This company is a scam! I want refunded for the cost of the move, damage of personal items and damage to my house. I continue to send pictures and they refuse to respond. They are vulgar and are trying to intimidate me verses trying to assist with a resolution.

  

  Business Response

  Date: 10/03/2022

  We have come to an agreement with this client and everything is being handled to their satisfaction. 

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The company agreed to refund me $5,500 for damaged furniture and to agreed to have a contractor fix my house. They sent a Contactor they picked out to my house then denied the claim via email. At this point, I want my money back for the move, money to fix my house in addition to the amount provided for damaged furniture. They denied the repairs as retaliation to me telling them I was not comfortable canceling the complaint with the BBB when they asked prior to the resolution being complete. I’m done trying to work this out with them. I am requesting $7,000 for repairs to my house that their movers caused, plus the 3600 for the cost of the move, $120 for the ****** I had to rent when their movers refused to move all furniture in addition to the $5,500 provided for the damaged furniture and stolen parts. They are in breach of contract for the move when their movers refused to move everything, leaving before their scheduled time, refusing to assemble furniture and refusing to bring furniture to the correct rooms. Services I paid for. They damaged my house and furniture. Stole hardware for my refrigerator which now cannot be used, stole hardware for my furniture along with electrical cords to major appliances. Attached are the emails. 
  
  Regards,
  
  ******* ********
  

  

  Business Response

  Date: 11/01/2022

  We have refunded the client the $5,500 based on our contractual $0.60 on the lb of damage reimbursement. This is actually $500 more than the weight listed. She agreed to this generous offer via email. After that was agreed upon, she sent over her list of damages to the home, totaling over $7,000. Unfortunately this list of damages was far surpass anything we are responsible for. Our team was not even in some of the rooms she is requesting repairs. We did try and have our own team examine the damage, but she disapproved. We want to satisfy this client but unfortunately we feel as though she is taking advantage of our kindness at this point. We have also reached out to our company's insurance to assist in this matter.

  Customer Answer

  Date: 11/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  As previously stated, Black Tie Moving agreed to pay $5,500  for damaged items in addition to fixing all the damages their movers caused. They sent out a contractor then refused to pay for the repairs. These emails were previously attached but I will attach again. Their movers stole from my family, damaged my property and our belongings all while on the clock. The management team has bullied and disrespected me to the point where I will not contact them anymore about this. I will settle it through the BBB and proceed to take them to court if this isn’t resolved.
  

  They have caused damages that far exceed 30,000 to both furniture, my property coupled with their theft. I will not be bullied by this company any longer. We agreed upon 5,500 plus damages to my house. I will not settle for less. I had to file a dispute with my bank who found the claim in my favor due to breach of contract and I was given my money back for the cost of the move since their people refused to move all items, refused set up and left items in rooms they didn’t belong in and even left things outside. 
  
  They agreed to the repairs until demanding I cancel my complaint with the BBB and I felt it was not in my best interest. When I explained that once the agreed upon resolution is met I will, but not until then they refused to pay for repairs out of retaliation. I have yet to hear from any of their insurance companies in regards my damaged property. That’s another lie they stand behind. They had an insurance company for damaged items reach out. They said they do not deal with my house nor the theft that took place. 

   

  
  Regards,
  
  ******* ********
  

  

  Business Response

  Date: 11/16/2022

  We have refunded the client the $5,500 based on our contractual $0.60 on the lb of damage reimbursement. This is actually $500 more than the weight listed. She agreed to this generous offer via email. After that was agreed upon, she sent over her list of damages to the home, totaling over $7,000. Unfortunately this list of damages was far surpass anything we are responsible for. Our team was not even in some of the rooms she is requesting repairs. We did try and have our own team examine the damage, but she disapproved. We want to satisfy this client but unfortunately we feel as though she is taking advantage of our kindness at this point. We have also reached out to our company's insurance to assist in this matter. Our insurance team is assisting with this resolution.

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  We came to an agreement of 5,500 for damaged furniture and them sending an insured contractor out to fix the damages their movers caused. I sent pictures in an email of the damages they caused and they agreed. They sent a contractor out, saw the cost, demanded I terminate my BBB complaint and when I said I wouldn’t terminate it prematurely they said they would not fix the damages in my house. This email has been provided as proof numerous times already. Their movers are responsible for putting holes in my ceiling, destroying 3 doors, destroying my laundry room  floor with a washer and dryer amongst other things. Their movers are also responsible for theft. I will not allow them to bully me into settling when they did not but cause me stress, thousands of dollars in repairing and replacing furniture they destroyed (tripling the 5,500 they provided)  and now paying out of pocket to have my house fixed because of their recklessness. This company is barbaric and needs to be held accountable.

   

  
  Regards,
  
  ******* ********
  

  

  Business Response

  Date: 11/23/2022

  There was no theft ever reported before this. The customer was also not bullied to remove the BBB claim. She was simply asked to remove it since we were working with her and giving her more money than we believed was deserved with these damages she claimed. Our movers don't recall moving half of the furniture she has claimed was damaged. As far as the house damages they were extensive and included rooms like the basement, which our movers did not even enter and a brand new floor in her bedroom, which she never claimed as damage. Unfortunately, we tried our best to work with her but she is taking advantage of our kindness and willingness at this point. We are already working with her through our insurance team so I do not understand the back and forth on this platform.

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  My sectional that you paid me 60 cents per pound was destroyed as they took it to my basement where they managed to put a hole in my ceiling with either the sectional (it comes apart in pieces as has metal posts that stick up) or the tall green armoire that was also paid out due to damage inflicted by your movers. The island that they destroyed; knobs were folded over destroying the wood drawers, and glass broken-I was paid out on this piece of furniture as well. That piece was destroyed as your movers took it to the basement. They bashed it into my walls leading down the stairs to my BASEMENT, and destroyed the moulding in the doorway. They also destroyed the moulding on my fixed/permanent island in my kitchen by snapping it in half. Since I fixed that on my own I didn’t bring it up to the contractor you sent to get an estimate, but included it in my original email to you where I clearly showed all the damage inflicted by your company. My son’s floor in his bedroom was destroyed when your movers dragged a 9 drawer, solid wood dresser across the floor after ramming it into his door numerous times destroying his door by caving the door by the doorknob after catching the doorknob on the piece of furniture. My son even gasped and told the mover “look what you did!” And the man said very vulgar language towards my small child. Even the contractor black ties sent to my house when I took off work to meet said he could clearly see how the floor was damaged by the furniture and said he wouldn’t be able to obtain matching laminate hardwood and would have to replace the entire room My front door was marred by furniture-my table in particular was paid out 60 cents per pound had blue paint from my front door as indicated in numerous pictures sent Black Tie Movers showing how their movers rammed it into the front door. My railing leading to the upstairs was marred by the spare bedroom furniture that was utterly destroyed. My laundry room floor was ripped by the washer and dryer they jammed in there, causing deep scratches on both devices and folding in thr ventilation. Those two devices were paid out at 60 cents per pound. The moulding in the doorway leading to the laundry room also marred by the washer and dryer. Your movers also stole all of the hardware to my furniture and xbox games. Hardware was also stolen to my refrigerator where a single hinge is roughly $200 a piece. That is mentioned in numerous emails. My antique dresser that your movers moved to my bedroom was drug across my bedroom floor causing scratches but I didn’t include that to the contractor you sent out because I have plans of running different flooring in my master. As you can see, just from those few examples your movers wrecked nearly every room they entered, and I didn’t even report it all to you/your contractor to fix. I think I’ve been more than fair. You’ve acknowledged destroying the furniture, but now need to consider how it was done. Property 1, property 2 or inside the truck. Sadly for me, most of it happened at property 2, the new house I just bought. A house in pristine condition destroyed by Black Tie movers on day one. 
  
  
  ******You have mentioned numerous times an insurance claim has been made for my house being destroyed. Please provide the insurance company’s phone number and claim number. I’ve yet to be in contact and would like to have this resolved once and for all.******
  
  
  Imagine the real cost of the damages your inflicted. The cost of replacement, the cost of repairs and the headache you’ve caused. Saying you didn’t enter a room is laughable when I’ve sent pictures of the rooms your movers left in shambles when they were supposed to assemble furniture and refused to. I lost thousands of dollars due to your company’s negligence. I was given pennies in comparison to the replacement cost of the furniture destroyed. Your inability to comprehend how they destroyed my belongings is why we are here. They destroyed my belongs with my front door, railings, ceilings and so on. 
  
  
  Make this right. 
  
  Regards,
  
  ******* ********