Back2Back Moving & Storage Misleading advertising, overpriced packing materials, and they STOLE my tools! Los Angeles California

Back2Back sales rep claimed verbally and in email to provide "free blanket wrapping" but on day of move, movers explained that they charge for the tape to secure the blankets. Tape was marked up above standard rate in stores ($6/roll). No response from manager or sales rep at Back2Back on this issue despite multiple attempts.

No opportunity to review contract 3 days in advance as legally required - forced to waive this on the day of the move or they would not move me. Had they properly sent contract information ahead of move, I would have had the opportunity to review these charges and decline to use their company if they refused to uphold their promise of “first class service” and “free blanket wrapping.”

Was also not informed by rep that they would require extra packing to protect TVs or would not move my TVs so was forced to pay extra packing for 2 TVs. It is not as though we had some unusual items where it would have been impossible to predict the costs or necessity of proper protection. It is standard and common for people to have one or more TVs and if it is the company's policy to require that they be specially wrapped by your movers, this is information they should provide up front.

Movers came without enough tools for all movers to use (and tools they did have were all manual), so I allowed them to use mine and they (I presumed accidentally) took them. I contacted the head mover and he agreed he had them and was supposed to call back to set up a time to return them, but never did. Again, wrote to rep and manager about this and had no response. Even if the movers did not intend to steal my tools, their lack of effort or concern after the fact shows how much this company cares about customer service!

Filed claim with BBB and still NO RESPONSE from company! They are a bad company and there is no one who can seem to do anything about it. Even the police said it was a "civil matter" and I could go to small claims if I wanted but that no detective would investigate the issue. Bottom line: Stay away from Back2Back Moving & Storage - they sound great and make all kinds of promises, but have TERRIBLE customer service!

Hayley
Los Angeles, California
U.S.A.