Bereket Moving and Storage - A Local Wesley Chapel Moving Company

Dear BBB and Ms. *************** you for the opportunity to respond to this complaint. After carefully reviewing our records and the information provided, we would like to clarify that Ms. ***** was not a direct customer of **********************.


This move was booked through a third-party platform, not directly with our company. The customer selected our company through that website without contacting us, confirming details, or providing any direct payment. We were not notified of this booking in advance by the customer, and all communication, scheduling, and payment were handled through the third-party service.


On the scheduled move day, our professional moving team arrived on time and attempted to assist with the move. Unfortunately, communication difficulties arose. The customer did not answer calls from our office, and our movers had to hand the phone to her so that our sales representative could attempt to clarify the situation.


Move details were miscommunicated. The booking through the third-party platform included two movers and a 17-foot box truck. Despite this, we arrived with two professional movers and a 26-foot truck, prepared to complete the move efficiently.


Our movers arrived early and explained the situation. Upon arrival, it was explained that moving items from a third-floor apartment to a second-floor apartment, combined with a 45-minute drive between the two locations, could not reasonably be completed within the originally booked two-hour time frame. We have pictures and videos documenting the complexity of the move, including the stairs, item sizes, and overall logistics.


Customer behavior impeded work. Unfortunately, our movers encountered unsafe and threatening behavior during their attempt to complete the job. Despite spending approximately two hours at the residence attempting to assist, they were not permitted to complete the move. The safety of our employees is a top priority, and our crew made every effort to remain professional throughout this situation.


Professionalism maintained. At no point did our team demand payment or act unprofessionally. We attempted to provide the service under challenging circumstances but were unable to complete the move due to factors beyond our control.


Importantly, Bereket Moving and Storage LLC never received any payment from this customer. We did not charge, process, or collect any funds related to this move. Any payment made by the customer went directly to the third-party company through which the booking was placed.


Because the customer relationship and payment were through that third-party platform, this complaint appears to be filed under the wrong business. Any refund or dispute should be directed to the third-party service where the booking and payment occurred.


We have attached documentation and screenshots confirming that the booking originated from a third-party website.


Bereket Moving and Storage LLC maintains the highest standards of honesty, professionalism, and customer care. We take every complaint seriously; however, in this case, we were not the contracting or collecting party, and therefore cannot be held responsible for any payment disputes or miscommunication caused by the third-party service.


We appreciate the BBBs efforts to ensure fair resolution and are happy to provide any documentation, including photos and videos, to support our account of events.
Sincerely,

- Bereket Moving and Storage