BBB Accredited Business since
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This company offers Local, Long Distance, and International Moving Services.
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A BBB Accredited Business since
BBB has determined that North Bay Moving and Storage meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for North Bay Moving and Storage include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Federal Motor Carrier Safety Administration
1325 J St Ste 1540, Sacramento CA 95814
Phone Number: (800) 832-5660
The number is 70851.
California Public Utilities Commission
505 Van Ness Ave 2nd Fl, San Francisco CA 94102
Phone Number: (415) 703-2059
The number is 0129924.
Type of Entity
Business ManagementMr. Jan Farnsworth, Owner Ms. Deborah Lenhart, Office Manager/ accts payable
Number of Employees
Movers Movers Movers - Office Movers - International Moving Services - Labor & Materials Moving Assistance - Packing, Unpacking, Organizing Moving Supplies Storage Units - Household & Commercial Storage Units - Portable Moving Equipment Rental Moving & Storage Company
Alternate Business NamesNorth Bay Moving agent for North American Van Lines
4238 Redwood Highway
San Rafael, CA 94903 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (800) 906-6846(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: North Bay is not transparent about their charges and fees. Outrageous and unwarranted charges. I used North Bay to coordinate a move from ********. This company was not transparent with what their "estimate" charges and fees were. They also overcharged me a price that I did not sign for or agree to AND they were not clear that this move price was NOT actually an "estimate" as documented, where the final price would be based on the final weight, but, rather it was a flat rate fee. Typically cross country moves are weight based (somewhere around 10 cents per pound). The word "estimate" to me does not mean flat rate fee. North Bay also charged me $700 for "shuttle" service based on an estimate of the time it would take to complete this shuttle transfer (Sausalito to Mill Valley). It is a 15-20 minute drive from Mill Valley to Sausalito, it took 1 hour for their guys to inventory and load my items, it takes LESS time to unload and no unwrapping or unpacking would have been involved on the Mill Valley end as I had packed and wrapped EVERYTHING myself. So, this comes down to approximately 2.5 hours (maybe 3 max if their guys took a break) to complete this shuttle transfer. So, They charged me ~$233/hour - which is absolutely OUTRAGEOUS!! This to me is dishonest and unreasonable. North Bay's customer service has also not been great and therefore, I would not recommend or use them again - Buyer Beware.
Desired Settlement: Clarify their charging practices and would like a refund for the actual shuttle service time as there is no way it took the number of hours to cause a $700 charge.
Business Response: Initial Business Response /* (1000, 7, 2015/06/05) */ The following are the correspondence between Mr. **** Weihe and North Bay: On Fri, May 22, 2015 at 4:09 PM, North Bay Moving & Storage <****@northbaymoving.com> wrote: Dear Sir: This account is under review and you will be copied in on all correspondence. Thank You *** ********* On Fri, May 22, 2015 at 5:03 AM, Better Business Bureau <**********@bureaudata.com> wrote: Your BBB has received a complaint from one of your customers regarding their dealings with you. The details of the consumer's concern are available by clicking here. Complaint Case #: XXXXXXXX Consumer: **** ***** Case Opened: XXXX-XX-XX We know there are two sides to every problem. Sometimes complaints are a result of misunderstandings that a company wants to know about and correct. Please review this matter and advise us of your position. In the interest of time and good customer relations, please provide your BBB with written verification of your position in this matter by June 5, 2015. Your prompt response will allow your BBB to be of service to you and your customer in reaching a mutually agreeable resolution. Please inform us if you have contacted your customer directly and already resolved this matter. Your BBB develops and maintains Business Review Reports on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. Failure to address this complaint promptly may be reflected in your report. We encourage you to use our ONLINE COMPLAINT system to respond this complaint. Clicking here will take you directly to this complaint and you will be able enter your response directly on our website. Please remember your complaint and response may be publicly posted on our BBB's Website. Please do not include any personally identifiable information in your response. Your BBB may edit your complaint and response to remove personally identifiable information and inappropriate language. Sincerely, ***** ****** Dispute Resolution Specialist Tel: XXX XXX-XXXX Fax: XXX XXX-XXXX *****@bbbemail.org P.S. (If the above links do not work, please copy and paste the following link into your web browser: https://goldengate.app.bbb.org/complaint/view/XXXXXXXX/b/0802cXXXXX) North Bay Moving & Storage an Agent for North American Van Lines **** ******* Highway *** ****** CA XXXXX-XXXX XXX XXX-XXXX 415 ******** (fax) CAL. P.U.C. T -XXXXXX U.S. DOT No. XXXXXX Better Business Bureau Honor Roll with an A+ Rating Member of the California Moving & Storage Association Member of the San Rafael Chamber of Commerce for over 60 Years North Bay Moving & Storage an Agent for North American Van Lines **** ******* ******* *** ****** ** XXXXX-XXXX XXX XXX-XXXX 415 479-5836 (fax) CAL. P.U.C. T -XXXXXX U.S. DOT No. XXXXXX Better Business Bureau Honor Roll with an A+ Rating Member of the California Moving & Storage Association