28 Aug 2019 · MoveAdvisor
1.0 out of 51.0
LBMG are scamming people. The moving company they contracted with caused 2K in damages, then filed bankruptcy—LBMG still refused to help me. Filing complaint with BBB was ignored by LBMG. BBB rating is an F. On 6/12/17 I received a quote of $4,164.16 for 1001 cubic feet of space from Dylan. The origin/destination charge was $1000 and I was told that I only pay for the space I use—leading me to believe all of the subcosts are based on cubic feet. On 6/28 I spoke with Chloe to add multiple items to the list. To reduce costs, we removed several items. Chloe told me I could reduce costs to $5000 by reducing space back to 1001 cubic feet, because “you only pay for the space you use.” The resulting quote that day was for $6868.22 for 1495 cubic feet. I provided Chloe with exact measurements for everything on the list. The origin/destination charge was $2275. I had paid $2,339.16 in deposits.
On 7/5 I emailed Chloe about how the refund works if we reduced the space to 1000 cubic feet. She responded on 7/6, “my suggestion would be to keep it as is because reservation of space is the main priority.” When I asked her to clarify if that meant that the move would be canceled, she responded, 3 days before the pick-up window (7/11) on a Saturday evening, “If you want to update the inventory list, you are welcome to do so.” This left me fearful I would lose my pick-up date so I did not update—knowing I could not get a response back until at least Monday—1 day before the pick-up window. On 7/12, pick-up day, I had removed over 500 cu ft from the inventory list, supposedly reducing space to 1000 cu ft. Per previous conversations with Chloe, the cost should have been about $5k. After the truck was loaded, movers claimed it was 1375 cu ft. NO subcosts were adjusted besides the cu ft charge. I called Kaitlyn & was told that the other charges are static—they do not change with cubic feet on pick-up day (only if I had made changes ahead of time)! She claimed I was naïve for not knowing how the charges were calculated, despite the fact that I had only ever been told that I only pay for the space I use and it wasn’t explained ANYWHERE. I argued LBMG had grossly underestimated my space because according to them, I should have been back down to 1000 cu ft. She refused to admit that costs weren’t clearly explained, and that they made a mistake in calculating cu ft—claiming the discrepancy was because some boxes were larger than quoted. ALL the boxes were in a storage space of less than 600 cu ft—less than the originally quoted space for them. Regardless of whether some were larger (which I debate), I told LBMG how much space ALL of the boxes COMBINED would take up when I updated my inventory list with Chloe. To avoid extra charges from the moving company (which had a D rating with BBB), I had to pay $6518 that day. Kaitlyn said she could “break the rules” and get me a discount of $400—I was overcharged by at least $2500! I finally received an email from Kaitlyn on 7/26, 2 weeks later, with a non-disclosure statement I had to sign to receive the “discount”, stating I would not post negative feedback anywhere.
I attempted continued negotiations via email—phone conversations are consistently ignored. I sent over 30 emails in 3 months. To gain a response takes 3-5 emails and up to 14 days. Then, the process restarted because they underwent “restructuring” and I was passed off to Chloe. Chloe continued to make the same statements as Kaitlyn—dismissing my arguments. Never a recognition of any wrong doing , only an apology that I was “dissatisfied.” On 8/17, I requested to speak with Margaret B Drayton—Business Manager. I was not provided ANY contact information until 9/19 after 10 emails. Chloe said Margaret didn’t have a phone number and I had to use lbmovinggroup@gmail.com—which I used before with no response. I requested verification that it was a DIRECT line to Margaret. Chloe never verified. I emailed Margaret at that address on 9/27 with no response.
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