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:04/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  During my recent move on 03/19/2024 several pieces of furniture were damaged.i have contacted the moving furniture. The moving company was **** ***** **** # **** ******* OH *****. Phone Number *** *** **** .OH PUC Permit No. ******** US DOT No. ********. I have contacted them several times and they claim the they will get back to be but it’s been almost a month and no resolution. I am seeking monetary compensation for my damaged furniture .

  Business Response

  Date: 04/09/2024

  Hi , Thank you for bring this to our attention! I been speaking with the customer working on her claims our  claiming process usually take 60 business day. We are waiting on the furniture company that does repairs all our furniture we never damaged her furniture! But we will hire someone to touch up her furniture! We been working with a wood contractor over the years! We didn’t damage her furniture! Her furniture have wear and tear throughout the year small scratches! Hercules will set up a time and date with customer to get any repaired. The bottom of the king box spring we can’t control the staple coming off it from wear and tearing from moving constantly! 

  Customer Answer

  Date: 04/26/2024

  To BBB Dispute Resolution,

  
  

  Thank you for the response unfortunately the business response is not acceptable they damaged by furniture and I do not trust them to fix it either.I have been patient with them and they have been unwilling to provide a solution that would be acceptable.Please consider this a rejection of Hercules response.

  
  

  Thank you,

  ***** ******

  Business Response

  Date: 05/02/2024

  
  *************************
  Tue, Apr 30, 12:47 PM (2 days ago)
  to me
  
  Hi! Yes we trying set up a time to meet up with customers  to repair customer homes goods.customer not responding. Call left a few voicemails and text messages.
  Thank you 

  Customer Answer

  Date: 05/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21538726
  
  I am rejecting this response because: 

  5/6 - 
   Hercules Movers LLC
  
  she is sending in updated info for this complaint that BBB needs to know about before a decision is made on this complaint; they have not told the whole story about many different details; she does not want them back near her at his point; they contacted her directly and she is fearful 

  To BBB,
  
  I hired Hercules movers to assist me with a residential move on 3/19/2024.As part of the contract they assured me that my furniture would be protected with furniture pads,shrink wrap and that would be covered by the service charge. I have included a snippet of the quote that was sent outlining the breakdown of the service charge.During the move the movers damaged my furniture.I reached out to  the movers to try and resolve the issue and they were rude and confrontational. I resolved to go through the better business bureau and once my complaint was filed then the business finally reached out to me with the message the I attached and try to put the blame on me for the blame on me.they also had ***** who was rude and confrontational when she spoke to me. For the reason I declined there resolution as a want to hire my own repair person. I do not trust them after my experience with them to repair my furniture.i want to get my furniture repaired through a company of my choosing. They  also did not assemble my dressers that they took apart which was part of the agreement They breached there contract by not protecting my furniture, and charged me for furniture covers that was supposed to protect my furniture.please let me know what else I need to provide to help with this issue.
  
  Thank you,
  Robai 

  
  Regards,
  
  Robai Nalala

  Business Response

  Date: 05/08/2024

  We agreed to repair customer damages! We are trying set it up time to get our furniture repaired contractor to come out to her place for repairs! Call customer left message no response email customer no response!

  Customer Answer

  Date: 05/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21538726
  
  I am rejecting this response because: 
  I do not wish to do any more business with Hercules any longer instead I want compensation for my damage and I will find my own repair person.they damaged my furniture and denied that they had and only when I filed a complaint with the BBB did claim that they were going to resolve the issue. They provided terrible service and I do not trust them to resolve it in a satisfactory manner
  Regards,
  
  Robai Munala

  Business Response

  Date: 05/13/2024

  We agreed to repaired customer damages. Customer deny repaired services. Customer didn’t purchase any full replacement insurance. 
  we’re willing to damages customer items. 
  at .60 per pound. That’s our basic moving  insurance  customer signed agreements the  day of the move.so we can close the case. 

  Customer Answer

  Date: 05/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21538726
  
  I am rejecting this response because it is not clear from Hercules what the  amount for the reimbursement. Sixty sent per pound is not an amount .it is not clear how they will calculate this .i would require an actual amount before agreeing to this .
  
  Regards,
  
  ***** ******

  Customer Answer

  Date: 06/07/2024

  Hello,

  Please advise why my case was closed .I asked for clarification on the amount that Hercules was going to compensate me at the.60 pound rate that they mentioned and did not get a response and now I get a response that says the case is closed.

  Thank you,

  Robai

  Customer Answer

  Date: 06/11/2024

  Hello,
  
  Please advise why my case was closed .I asked for clarification on the amount that Hercules was going to compensate me at the.60 pound rate that they mentioned and did not get a response and now I get a response that says the case is closed.
  
  Thank you,
  
  Robai

  Business Response

  Date: 06/11/2024

  This client is extremely hard to deal with and please. We have tried to settle this issue, but she refuses to take only the amount she is owed.  We provided her with a professional service and moved more furniture and boxes than she initially said she had. This case should remain closed due to the fact we tried to rectify this issue, but she keeps refusing.  She's been refusing to settle for the amount owed and she's also refused to let us fix it. This client wants a full refund, but we moved her entire home with minimal damages on our end. There was also a signed contract agreeing to 0.60 cent a lbs. 

   

  Complaint ID ******** 

  Customer Answer

  Date: 06/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21538726
  
  I am rejecting this response because: 
  With all due respect that is a lie I do not want a full refund and have never claimed that I wanted a full refund.Is Hercules saying they are giving me sixty cents to repair my damaged furniture is that what they are saying.i need clarification.That is the part that I am disputing because I paid for protective covering for my furniture pads, shrink wrap and tie downs that was included in the price therefore what I expected was not to have any damaged furniture. They did not protect my furniture at all and that is what caused the damage.i paid  to protect my furniture and expected that from the movers .they damaged my furniture  and i cannot accept sixty cents. I do not accept that at all.I have attached the snippet that shows what was covered as part of my moving contract. Also once they damaged my furniture I cannot trust them to fix it.I would not file anything unless my furniture was damaged that is why we are in this predicament and what I expect is a remedy.
  Regards,
  
  ************

  Customer Answer

  Date: 07/12/2024

  
  Hello, this is Ro by ******. I'm calling about my complaint. The complaint number is ********. My phone number is ************. I'm calling because I'm concerned about my complaint. It keeps getting closed. But my question or concern has not been addressed. The last communication I got was that they were going to reimburse $0.60 per pound, and I wanted clarification on what that amounts to or what the total amount is they would reimburse. and I asked that question and all I got is that my complaint was closed. If you could please give me a call and help clarify what amount Harkulee is going to reimburse me. I would appreciate it. Thank you.

  Customer Answer

  Date: 08/07/2024

  I see the same response every time from the business saying I want a full refund which is inaccurate and they justify that as a reason to close the case. It would seem in this case with the better business bureau that the business has more power and that my complaint is being ignored. I have said repeatedly that I do not want a full refund.i want to repair the furniture that was damaged  and to that end I require reimbursement for the damage.this is the issues that is being ignored . My issue is they did not use protective covering over  my furniture which was part of the agreement and then now that my furniture is damaged they force me to go with their repair person and claim that I want a full refund which is incorrect and when I ask what my reimbursement amount would be they keep saying 60 cents per pound and claim that I am hard to work with they agreed to provide an service and protect my furniture that is my issue with Hercules

  Customer Answer

  Date: 08/29/2024

  To whom it may concern,

  My furniture was damaged during a move .What I would like it compensation for the damage.I was assured when I hired Hercules for my move that they would protect my furniture from damage with shrink wrap, furniture pads, tie downs but this was not done leading to the damage.what I require is compensation for the damage.

  Thank  you in advance,
  Robai

  Customer Answer

  Date: 08/29/2024

  To whom it may concern,

  I have attached a copy of my agreement with Hercules which includes in the notes section what was included the furniture pads,shrink wrap and tie downs

  Thank you,

  Robai

  Customer Answer

  Date: 08/29/2024

  To whom it may concern,

  I have attached a copy of my agreement with Hercules which includes in the notes section what was included the furniture pads,shrink wrap and tie downs

  Thank you,

  Robai

  Business Response

  Date: 10/22/2024

  we agreed to pay out to customer .60 cent per lb.

  Customer Answer

  Date: 10/23/2024

  Hello,

  Thank you for your help with this request.I see the Hercules says they are willing to pay 6o cents per ********* will they calculate that?what is the amount they will pay for the damaged furniture?

  Thank you,

  Robai Munala

• Initial Complaint

  Date:09/05/2022

  Type:Delivery 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.

  Full house move in town on 9/18/2021. Paid for services 786.25 Did not opt for extra insurance coverage, but on my contract states they will pay 60cent per lb on damaged items. Treadmill Nautilus T614 damaged during move and unusable. Company with extremely poor follow up, no updates on part ordered. Finally got response from area manager ******** when I left a harsh Google review Summer 2022, but now it is a couple months later. I've reached out for response but have been ignored. In a few days it will be the one year anniversary of this move. I'm pissed and let down that the first time I used movers this happened. Please help if able. The 1 star Google reviews all sound eerily similar.

  Business Response

  Date: 03/01/2023

  We first would like to apologize for such a poor response in a time where urgency is expected. Our intentions are to resolve customer concerns in a timely manner and this is one of those instances where we dropped the ball. There was some phone tag associated with this damage claim causing it to drag out longer than expected, nonetheless not acceptable, but the claim has been handled and we did reimburse this customer a damage settlement and the check has been mailed. By no means is this acceptable and we have taken this feedback as an opportunity to recognize a concern and fix it. Thank you for your feedback.