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Lugg Reviews (26)

• Oct 20, 2023

HORRIBLE COMPANY & CUSTOMER SERVICE
On August 2nd, 2023 I’ve used this company to delivery my items to my new home. Everything was fine until the workers started making statements like: “This is too much” and “It’s too hot for this”. As they still proceeded to bringing in my items they discovered that my refrigerator couldn't fit thru the door. Ok fine I get that part but the problem was I've asked them to move it aside and out my neighborhoods way (which they didn't) as well as they left all the box and paper that was over the refrigerator in middle of the walk way. When I finally looked at my refrigerator I discovered damages on it. I had a feeling they was damaging my refrigerator because of the way they were dragging it. Ive reached out to this company to file a complaint & informed them about what was going on. At first they wanted to justify that they don't take refrigerators in the house if they can’t fit (which once again got it) but like I informed them. I brought my refrigerator brand new and there was no damages on it at all. So, moving forward they reached out to me that the claims dpt would refund me my $90 that I've paid along with an $800 check to resolve the issue. Well all of sudden they refunded the $90 but now NOBODY wants to answer the emails when it comes to asking where is my check. They gave me a date that it was mail out (which was SEPT 26th) and I should have received it by OCT 13th. Welp, it’s passed that time frame and now NOBODY wanna reply back to my messages about it. They’re VERY HORRIBLE and I would NEVER use them again nor would I REFER anyone too. Then I request to speak with management and the most they telling me is the team will reach out to me as soon as possible. Like this happen in AUGUST, we about to be in NOVEMBER.
HORRIBLE COMPANY & CUSTOMER SERVICE
HORRIBLE COMPANY & CUSTOMER SERVICE
HORRIBLE COMPANY & CUSTOMER SERVICE

• Aug 22, 2023

Switch and bait company
Lugg.com was recommended y Manhattan Mini Storage corporate office.

I created an account on Lugg. I answered their questionnaire regarding all items to be moved and the conditions of my building and the distance. 6 city blocks

Lugg gave me an estimate of 527.00
(2 men) and a choice of vehicle.

They said 2 hours for the move.

When the 2 men arrived they started moving my items ( pre packed ) to the van. They were slow moving.

Then the men drove 6 blocks into Manhattan Mini Storage and unloaded my items in an empty loading dock.. they spent 1 hour slowly unloading my items and poorly stacked them into unit

Over 4 hours..! 2 more hours than required.

Lugg will NEVER give you a solid concrete estimate.

The customer ( ME ) is at the mercy of how fast they work.

A $527.00 estimate,, turned into $900 plus a tip ! So double the cost! $1100.00

You CANNOT reach a person at this company to discuss your move or something pertaining to you move… it’s all robot chats..

CUSTOMER BEWARE!

This company is a total rip off

I was give a price

+1

Do not use Lugg
Do not use the company Lugg. I had to have a piano moved from one SoCal location to another. I hired two movers who arrived at the pick up location. Mind you, when I requested the move online, I included that I would be moving a piano. When the movers arrived they advised me that they could not move the piano without two additional movers because Lugg's policy is that four movers are needed to move pianos. The men indicated that they could have moved the piano themselves but had to follow policy and that I would be billed for the 1-hour that it would take for the second crew to arrive. Lugg did not advise me that I would need four movers when I booked the move. All four movers were professional and efficient but it was the company's obligation to advise me that they could not fulfill my move with just two movers. I had to pay for the wait time of the first two movers when if they had just notified me upon booking that I would need 4 movers I could have avoided the additional cost. Moreover, they dispatched movers that had to drive for over 1-hour to get to the pick up location when they could have used movers who were close by. Avoid this moving company at all cost. They are unscrupulous grifters who prey on customers who are unaware of moving protocol and practices. I gave them 1 star because I had to in order to post this review. The movers were professional and kind but the company is shady.
Do not use Lugg
Do not use Lugg
Do not use Lugg
Do not use Lugg
Do not use Lugg

+2

Dispatchers
How the hell are u guys still in business ur dispatchers are all seating their lazy ***from home talking crazy to the drivers over text they love firing people for no reason this company needs to end im tryna get go share in Seattle and kick lugg back to imperialist san Francisco they are communist at its finest you guys will be done soon especially ur lazy *** dispatchers sitting at home talking *** over text

If you have not done so, file a complaint against this company with the CA DOJ at https://oag.ca.gov. This company is a CA based company and is subject to the laws and regulations for moving companies in the State of CA. Type moving company in the search engine of the DOJ site and the complaint form will come up.

We hired Lugg to pick up a couch we purchased and deliver it to our home. While the movers were moving the new couch into our home they did damage. They made over a half dozen scratches in our hand rail on the stairs, made several marks on 2 different walls, chipped paint and made several scratches on our front door. I have reached out to the company to ask for compensation to get the damage fixed and have not heard back.

Lugg Response • Mar 09, 2020

Hello, *** has made claims that damage occurred during her Lugg. These claims were addressed and are currently and ongoing case with the damage team. Each email is addressed and nothing has gone unanswered.

Customer Response • Mar 09, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and we are currently discussing compensation for damages.

Sincerely

This company is the perfect example of how not to treat your employees and how not to run a business. I'm very surprised they are still up and running especially considering the fact that they are breaking many state labor laws, they take shifts away and pay as punishment for employees taking breaks to eat or use the restroom. You can never speak with someone or ask questions as you will definitely be ignored. Not to mention they likely are committing insurance fraud by reporting false information of damage done to customers belongings. They are liars and have no problem treating people like dirt just to make a buck. My advice to anyone looking to use this company is to stay far away as possible.

+3

I scheduled a job type of Garbage Haul from the lugg app.
The app let me connect to the lugg era who were suppose to complete the job.
The luggers came picked everything up and then were on their way to haul it to the garbage facility. Then I got a call from them that the garbage facility is closed and they came back and returned everything back to my home. The lugg app charged me for the full amount of 97$. I tried contacting Lugg through their email support and got a response back that they would not refund me anything as the luggers technically came and did the labor. They provided me with a link to FAQ which mentions about the protocol in case drop off location is not accessible but it is not clear from the FAQ that whether this applies to junk removal type of jobs. At the minimum they should provide this as a warning to customers who are scheduling the junk removal job that it is their responsibility to check if junk sites are open. I was charged even more because the luggers also charged me for their time to bring back all the items to my home
The lugg support then asked me to reschedule which means I would be charged again for the 37$ base price. I don’t think it is ethical on luggs part to charge for the amount without providing this as an explicit warning while I was booking the garbage haul job. Any garbage hauling company would have informed me of this.

I made a purchase at Living Spaces and they told me they partnered with a company called LUGG that would deliver. I hired LUGG and, although they advertise themselves as a professional moving company with insurance, the two guys who handled my furniture had no furniture pads and my sectional was dropped and dragged on concrete, no bungee cords to hold the furniture on a dolly, no screwdriver to remove the legs for easier transport in elevator, down the halls and into my condo. They scraped, dragged and shoved the sectional damaging all the legs, freshly painted door and walls. At the end of the delivery they handed me their phone to sign off that the job was done and I asked how to report the damage. They said they had no clue! So I wrote into the space where my signature was to go "Delivered Damaged." I contacted the company and they have refused to give me their insurance information. In California, if you hit a car, you share insurance info. They hit my sectional and damaged it. I am out $15. They said they would have to come into my home, take the sofa, throw it in the dump, and then they would refund some money. I do not have a firm dollar amount I'm to be reimbursed. I asked for their insurance info because my building wants a copy of their insurance, and LUGG has to put the HOA on the policy before being allowed into the building. LUGG ignored me for days. I kept sending complaints. Today *** responded and said I could just have another company dispose of the sofa with proof, and I would get an undisclosed amount. That means, I would have to pay another company $215(/?)dollars. Now I'm out $930 with absolutely no reimbursement made to me. I would have hope they honor their word, and that I would get payment in full, not a fraction of what I've paid out, then forcing me to sue. Why are they afraid to hand over their insurance info? They claim they have it. They advertise they have it. I can not buy another sofa without my money returned first. They can not come into the building without proof of insurance and adding the HOA on the policy. This is standard in apartment buildings and condos. If they are not going to provide their insurance info then they need to pay me $815.00. I shouldn't have to pay another $215 to a company who will provide their insurance info on top of the $815 I've already shelled out. That's over a thousand dollars out of my pocket to do what LUGG demands without any of my money being given back to me. They are the ones that damaged the furniture. They don't own it until they pay me for it. It's a ridiculous Catch 22. Who gave them a license? I'm sure they had to provide insurance information to get that license. They partner with a lot of giant corporations. Do those corporations realize what's happening with their customers? This is wrong. You either have insurance, or you don't.

I am out

Lugg Response • Dec 09, 2019

Hello. Lugg has offered to pay for the sofa in full, when the new Lugg crew arrives to remove the sofa from her home. The customer is unwilling the release her new sofa to Lugg. Lugg cannot simply pay for the sofa in full without taking the item from the customer. We are willing to make this right with the customer, but we do need to remove the item from her.

Lugg Response • Dec 16, 2019

Hello ***, this is great to hear that you're willing to have Lugg come in and remove the sofa! We will get that set up now for you by having the claims team reach out to you shortly.

Customer Response • Dec 16, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me ONLY if I LUGG provides the necessary insurance form naming WOODMAN VILLA HOA as additionally insured, and they put in writing that I am being given $815.00, and $815 is given to me PRIOR to them taking my property. Once they give me the insurance info and PAY ME IN FULL, they can then step on the property, per the HOA, and take the sectional away. They will not be allowed on the property until we have the correct insurance information above, and we are paid for the property. Once LUGG pays me for the property, it will become their property and they can remove it.

Sincerely

Hi ***! - Thank you for passing our response on to [redacted] I've provided a screen shot of a portion of the correspondence between Lugg and [redacted] In this screen shot you will see that Mr [redacted] suggests a $settlement for the damage done to his headboardWhen we received his message we took action immediately to pay out [redacted] Hope this information is helpful, please let me know if I can be of further assistance!

[redacted] leather headboard was damaged during a Lugg requestHe reached out letting us know and we immediately followed up with next steps to get his headboard repaired or refund the cost of his Lugg, we left the decision up to ***In reply [redacted] let us know the entire bed set cost $450, and was asking for $for the headboard and 50% off of his LuggWe then let [redacted] know that we would not be able to issue a refund for the entire bed set because it was a single piece to the $set that was damagedWe alternatively referred back to refunding the cost of the request, which was $ [redacted] then replied, "I would like $to cover half the cost of a new headboard." We then immediately issued a refund through [redacted] in the amount of $ [redacted] then asked if we were refunding him for the cost of the Lugg as wellWe let [redacted] know that we thought this was a completed situation when he replied earlier asking for $We then offered [redacted] an additional refund in the amount of $to cover the cost of the Lugg in full, which we had originally offered to him [redacted] replied that he wanted additional compensation due to the original cost of the headboardWe explained to him that we had ag [redacted] on $based on what he asked forWe also let him know that on April 2nd we gave [redacted] a free Lugg because he was not able to successfully request through the appAt this point we have not received a reply from our conversation with ***, and have marked the case as resolved

I hired two luggers to move my custom dining room table from my garage to the house. Upon moving, the table was dropped and damaged. The driver told me to contact Lugg support which I did. I have sent 4 emails regarding this to them and have received no response. The table was $6800 and now has a lunch out of the edge that needs to be fixed. The only way to contact them is through email.

Lugg Response • Nov 25, 2019

We have responded back and forth through email correspondence with *** and she is responding back to our emails. There does not seem to be any sort of hold up in the communication that we are sending back and forth. Lugg has authorized *** to have her repaired and there also doesn't seem to be any concern there.

I had an antique armoire delivered from a shop in Oakland that has recommended Lugg to me. During the delivery, the armoire was damaged. I immediately reported it to Lugg and they acknowledged the damage done (the shop complained simultaneously). Initially they offered a refund of the delivery service cost and a $100 compensation, but once I pointed out that the repair cost of the antique piece of furniture will be much higher and sent an estimate, they agreed to compensate for the repair, based on the valuation from an antique furniture restoration specialist. I got the following instruction from Lugg: "Please go ahead and move forward with having the armoire repaired, and once completed send us a receipt showing the final amount paid once it's been repaired and paid for. Upon receipt of this information we'll send that over to our claims department to have you reimbursed for that expense."

I went ahead and had the item repaired. I sent the receipt, showing the deposit and final payment after completion made in cash - totalling the estimated amount. I then got a message regarding the final amount, which I explained was the deposit and final balance paid in cash, in case it was not clear from the receipt. Lugg then asked for proof of cash withdrawal, such as a bank statement. I found this unacceptable after the fact: I had paid in cash. I referred them to the "go ahead" email, which did not state the form of payment or proof of payment that they require. I kept getting the same response, demanding some form of proof that I actually withdrew the money from my account. I repeatedly (5 times) asked to be given contact details for a senior manager / supervisor to find a solution, as I clearly was not getting anywhere with the customer service people. I was never put in touch with nor given any contact details for a manager. I was told it's impossible not only to contact Lugg by phone, but also for them to call me to resolve the issue. I was repeatedly dismissed and Lugg refuses to pay the compensation they agreed to.

Lugg Response • Nov 08, 2019

has failed to supply the necessary receipts to prove that her damaged item was paid for. *** has mentioned that her repair was paid for with cash, but will not show Lugg any sort of receipt showing that she has paid the repair technician with cash so Lugg's hands are tied and we are unable to reimburse her. We have refunded her in full for the cost of her Lugg thought to compensate her for her experience and any inconvenience experienced

Customer Response • Nov 26, 2019

Complaint: ***

Dear ***,

I am rejecting this response because:

I did provide the receipt for the job done which is proof of payment - in cash. Lugg did not request the proof of payment in a form of band statement or any other than a receipt prior to me sending the receipt. I cannot provide the statement as I paid in cash that I did not need to go to an ATM to get.

On Nov 13th I received an email from ***, who introduced herself as Head of Support questioning the receipt. It's the first time Lugg raised the issue and it seems to me they are not consistent in their claims. I once again explained the sequence of events and at this stage requested that they provide me with information that they require on a receipt so that I can ask the craftsman to issue one to their specification. I did not get a response to that email. Please see attached documents to see the messages. I chased on Nov 20th and asked to be put in touch with the Claims Department at this stage, as clearly customer support is not authorised to discuss such problems and the conversation is going nowhere. I have not had a reply to that email either. I sent one more today.

I'd like to be put in touch with Claims Department directly to discuss a resolution and to be paid back the cost of repair that Lugg commited to refund based on the estimate for $1000.

It's been too long now and Lugg has become irresponsive. I feel cheated and I feel that Lugg is trying to shut me down and the business expects to get away with this claim.

Thank you for your help and advocacy.

Sincerely

Lugg Response • Dec 03, 2019

Hello ***, we're unfortunately unable to accept these receipts from you as this does not prove that you paid for the repairs.

Via video conferencing I was promised 18/hr. For using their app. I am owed 18/hr. I was logged in for 7.5hrs = $135.00 total. They say their obligation is $18.00 total. Then they want my bank info to direct deposit it and I refuse to supply this. I think they are scamming me and I want the original amount agreed upon and I want it sent to my home address in a check form that I will deposit for cash. I am not flexible with my bank account info. Send a check for 135. I don't work for less than wa state minimum wage and I don't supply bank info. Ever.

Lugg Response • Nov 05, 2019

We do not have a Lugger on the platform by the name of ***. Furthermore, all Luggers are 1099 independent contractors and earnings are commission based on the cost of the Lugg that is charged to the customer. This is explained to each Lugger during our onboarding process. Lugg does not send checks for any payments to Luggers. For payment transfers the Luggers will need to enter a bank card into our secure payment section of the app so that Lugg is able to forward payments on to the contractors bank account directly.

I booked a Lugg on October 19th 2019 only to find that nobody showed up to my property to move my furniture. I *nevercalled to make a cancellation. I let the business know and they sent 1 email back saying I cancelled my Lugg reservations which absolutely did *nothappen. I was left with no movers on moving day and completely devastated.

Lugg Response • Oct 31, 2019

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'} *** is a home designer and she created her account for her client, some guy named ***, with her phone number but his name, email, and credit card on the account. *** is no longer ***'s client, but *** booked this Lugg before updating the email and stuff on her account so *** got a confirmation email for this Lugg and he reached out to us thinking someone booked fraudulently on his account. *** is no longer ***'s client, but *** booked this Lugg before updating the email and stuff on her account so *** got a confirmation email for this Lugg and he reached out to us thinking someone booked fraudulently on his account. So when *** emailed us from his email, his email address was on the account and he thought someone logged into his account and booked a Lugg, but in reality, his email address was on ***'s account and she hadn't changed the info on the account. So after cancelling the Lugg, *** reached out to us asking why we didn't show up for her Lugg, so I called her and went over what had happened and she understood/said she was going to re-book now that she had updated all of her account info

I used Lugg with two movers to have my washer dryer hauled to me my home. The unit was severely damaged during delivery. The front panel is dented restricting movement of the washer drum. Fortunately, I had before and after photos as evidence. I sent the photos to the customer service and asked for compensation. I also provided access for examination of the damaged unit. Initially they asked for receipts. I told them that I do not have the receipt for a 5 year old purchase, and there are no disclosures on their app warning users about lack of protection against property damage without a receipts. They then erroneously pointed at dirt and dryer magnets (for hanging photos) in the photos as signs of previous damage. To date, they have not compensated me for the incurred damages. To be clear, I did not ask for cost of replacement with a new unit. I have sent them a reasonable claim which considered the age of the unit, and was based on the remaining useful life of the unit had it not been damaged. I have also repeatedly provided access to the damaged unit for examination.

Lugg Response • Oct 07, 2019

Majid has brought to Lugg's attention that we have damaged his stacked washer dryer machine. Lugg is currently still going through the process to make this right with the customer so that the customer feels that Lugg has made the situation right. Lugg has offered partial compensation for the damage done to the machine as it has not been proven that the dent on the front of the machine has caused any irreparable damage to the machine itself and the way that it functions. As of yet this matter has not been seen as resolved by Lugg or Majid.

Customer Response • Oct 08, 2019

Complaint: ***

I am rejecting this response because:Lugg has not made any good faith efforts to correct the situation. They have erroneously tried to point at dryer magnets and dirt (depicted in the photos I provided to them) as proof of preexisting damage to avoid responsibility and liability. They have also asked for receipts for a 5+ year old property to come to a settlement. Their token offers of compensation are way below the incurred damage. Their initial offer was for a mere refund of their fees.On our part, we have made every effort to make the unit available for their evaluation to verify the extent of damage with no luck. We have provided additional close up photos to disprove their preexisting damage arguments. We have provided them with manufacturer's references for cost of replacement and included reductions given the age of the unit. This experience has been a great nuisance to us. To date, Lugg has not made any attempts to verify the extent of damage or to make things right.
Sincerely,

Majid

Lugg Response • Oct 08, 2019

I apologize for any confusion that Majid is experiencing. Lugg has offered multiple different offers to resolve this claim of damage, all that have been rejected by the customer. Majid has made comment multiple times that the damage to his machine is external and has yet to prove that there is any damage internal to the machine. Lugg does not individually inspect damage onsite for any customer. The additional photos were appreciated and helped to clear up the extent of damage to the machine.

Customer Response • Oct 08, 2019

Complaint: ***

I am rejecting this response because:

I have never made a comment about the damage being external. On the contrary, its been Lugg's position that the damages are external without any backup or verification. The offers of settlement have been less that 30% of incurred costs and were rejected as such,

Sincerely,

Majid

Terrible. They have no phone number. All you can do is email them, which is going to be too late, as it was for me once the drivers first called. They wanted me to buy a van instead of a truck. Turns out, they finally admitted, this was because they were already in a van. Basically, they urged me to cancel and call another lugg. I had a couch and bothered to give them some heads up about moving it to the destination and floor I wanted. No one called me until the day of, even though I left these notes for them when hiring the lugg. They said if we had to go upstairs with it instead of the elevator, they were not hired for that, only address to address. However, the website / app says they will take it wherever you want at the address. They were also going to be extremely late. I got hot, upset, and I cancelled the lugg. A new friend was good enough to help me and we, untrained, non professionals, "lugged" it up the stairs and were done in half the time it would have taken. This company is the perfect example for how services conveyed with no human contact are destroying any decency of basic services like moving stuff. Even *** allows you to contact directly if something has come up. Good grief. Stay away.

Ordered a lugg to move: lumber, two windows + a door, from a Junk yard to my house. I was tricked into believing I needed a XL vehicle (they just hung the lumber out of the back anyway... a pickup truck would have been fine!!!!) I included pics of items to be delivered. The drivers brought only the lumber and the windows. I explained that I needed the door. I showed them the pictures I had included in the initial job request. They then returned to get the forgotten door. and returned a couple of hours later. I thanked them and when I later checked the bill I could see that they charged me for all of their time plus lunch maybe? the job itself should have taken a maximum of 10 minutes at each end of the trip. (which was almost how long they took to unload at my house. I was billed $385

SCHEDULED LUGG THEY WERE ON TIME & LEFT HERE AT 645PM, HOWEVER THEY KEPT THE CLOCK RUNNING UNTIL 10PM AND BILLED ME 332.35 FOR A $50 MOVE. WHEN I BROUGHT TO THEIR ATTENTION THEY ISSUED A REFUND OF 190.00 HOWEVER, THEIR WORKERS ARE SEEN ARRIVING AND DEPARTING ON MY BUILDINGS DATE AND TIME STAMPED SECURITY CAMERAS WITH A TOTAL OF 12 MINUTES HERE SO THE REFUND SHOULD BE GREATER. HERE IS THE ORIGINAL BILL WITH LABOR CHARGES OF 1.40/MIN IF YOU WANT TO DOUBLE CHECK MY MATH
Base Fare (Lugg Pickup)
$30.00
Travel Distance (2.1 mi)
$5.55
Labor at Pickup (27 min)
$37.80
Labor at Destination (185 min)
$259.00
Tip
$0.00
Visa 2x •••• 9290
$332.35
IF YOU INSERT 1 X 1.40 FOR THE AMOUNT THEY LIST AS $259.00. MY REFUND SHOULD HAVE BEEN $242.00 NOT 190.00. I'VE ASKED THEM TO PROVIDE THEIR CALCULATIONS AND HAVE INFORMED THEM OF THE VIDEO EVIDENCE. REALLY THEY ARE THE WORST IN CUSTOMER SERVICE AND WORSE YET AT BASIC MATH I GUESS.

Lugg Response • May 07, 2019

$241 was refunded to the customer and the customer is satisfied with the resolution that Lugg provided.

I purchased furniture from ***s store in Moraga, Ca on March 15, 2019 to have it delivered to my home in El Sobrante, Ca on the same day. I used a third party moving service Lugg to make this delivery. It was approximately 2 hours from the time of purchase to the time of delivery. The furniture was loaded on a truck and it arrived severely scratched and unsightly. The driver noted it was scratched, directed me their customer service and I have been unable to contact anyone in person. Just emails to a support line with no remedy. The store will take back furniture since it was a third party mover and the compan has no phone number.

Lugg Response • Mar 21, 2019

cabinet was damage and per the attached conversation and photo Lugg was willing to first pay for the entire item and then eventually settle on paying for half of the item plus the cost of delivery. Lugg believes this damage claim to be resolved in the customers favor

I used Lugg for a move and during that move the mover dropped a chair on my car that resulted in a dent. When I contacted Lugg to report the damage and arrange for the repair, Lugg asked that we "not go through insurance" and promised to reimburse me for the damage done to my car. It has been over 3 months since Lugg damaged my car and Lugg has still not fulfilled their promise to reimburse me for the damage they did to my car. Lugg is weird in that you can only contact them via email and they do not list any business address or phone number. They still haven't responded to my last email or honored their word to pay for the damage done to my car.

Lugg Response • Nov 05, 2018

unfortunately encountered damage while her Lugg crew was with her during her Lugg move. The Lugg mover damaged her car. Lugg Support advised *** to have her car repaired and we would pay for the repair costs. Because the repair costs were more than the cost of her Lugg we also needed to reimburse a portion of the repair cost via ***. Lugg made payment to *** in the form of a reimbursement in full to her Lugg payment method and the remaining via ***. After the refund was processed *** made us aware that she no longer has access to the credit card that was used to pay for the Lugg. We have been in talks with *** consistently to gather more information and to let her know that we're working with the bank to see if we can recover these funds from the credit card that she no longer has access to. We have encouraged her to give us the account departments contact information from her previous employer (whom the card belonged to) and she will not release that information to us. We are though in talks with the bank to retrieve this refund. The bank has suggested that *** and the issuing bank of the credit card hop on a three way call on November 9, 2018. This date has yet to come. Lugg is doing all that we can to retrieve these funds for ***.

Customer Response • Nov 06, 2018

Complaint: ***I am rejecting this response because:

This is not what Lugg promised to do.

Lugg asked me to not file a claim with my insurance company for the damage Lugg did to my car and in exchange Lugg promised to pay for the damage to my car in full specifically via *** or ***. This agreement and reimbursement method was clearly detailed in our email conversations. Lugg promised to pay for the damage in full and promised to send me the reimbursement specifically via *** or ***.

Lugg went outside our agreement and took it upon themselves to credit the charge from the Lugg move with the assumption that it would apply to me. This was a breach of our agreement and a failure to pay me as promised. At no point did Lugg ever mention that they were going to do that or were considering doing that. Had they ever mentioned that, I would have clearly explained that the credit card used for the move did not belong to me and had since been canceled.

Lugg convinced me the consumer to not file an insurance claim for the damage Lugg did to my car with the promise that they would pay for the damage in full. Lugg is now refusing to fulfill their promise to reimburse me because of an accounting error they made.

I am happy to speak with them over the phone. But their cl***l error has nothing to do with our agreement and their promise to reimburse me in full via *** or ***.

Sincerely

Lugg Response • Nov 06, 2018

Lugg is unfortunately receiving conflicting information from the customer. *** has not been inclined to be on the phone with the payment processor and the bank, but we are happy to hear that *** is now accepting this as a possible solution. The payment processor has informed Lugg that we will need to wait until November 9th, once again, before we are able to have this three way call. Unfortunately, that time has not come yet. Lugg did encourage *** to have the vehicle repaired rather than seek out an insurance claim, and that we would pay *** in full which we have done. However, Lugg was unfortunately unaware that ***'s card was not in her possession. *** is unwilling to provide us with the company contact to aid us in resolving this for her with lower amount of effort on ***'s part. To Luggs knowledge we believe that we will need to wait until November 9th before we are able to take further action.

Customer Response • Nov 06, 2018

Complaint: ***I am rejecting this response because:

Lugg is incorrect.

I never said I would accept a phone conversation as a possible solution and do not accept a phone conversation with a payment processor as a possible solution.

I have been more than generous with my money, time, and patience and at no time have I been unwilling to speak with anyone. However, I am not the account holder of the credit card Lugg credited.

Lugg has never reimbursed me in full as they are stating.

In relation to Lugg's attempts to resolve this transaction, I clearly stated numerous times to Lugg that I worked as a personal assistant for a highprofile individual - not a company. That individual was the account holder of the cancelled credit card Lugg credited. I am no longer in contact with my previous employer and any and all information about this individual that I was previously privy to during my employment was strictly confidential. Not only is it inappropriate for Lugg to ask for another individual's private information, I was and continue to be strictly prohibited from providing any information - personal, professional or financial about that individual to anyone.

Lugg credited a credit card that belonged to someone else. Lugg continues to use this transaction an as excuse to not deliver on their promise to me and reimburse me in full for the damage Lugg did to my car via *** or ***.

Lugg continues to betray my trust, breach our agreement and continues to fail to honor their word and reimburse me in full for damage Lugg did to my car in lieu of filing an insurance claim and handling the repair of my car through insurance.

Sincerely

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Address: 487 Bryant Street, 3rd floor, San Francisco, California, United States, 94107

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