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BBB Accredited Business since
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This company offers local, national and worldwide moving and storage services for household goods.
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A BBB Accredited Business since
BBB has determined that Sullivan Moving & Storage Inc 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 Sullivan Moving & Storage Inc 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||1|
|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:
CA Public Utilities Commission
505 Van Ness Ave, San Francisco CA 94102
Phone Number: (415) 703-2782
Fax Number: 415-703-1758
The number is 190813.
Department of Transportation
USDOT C-75 Room 4137, Washington DC 20590
Phone Number: (202) 366-2220
The number is 56181.
Type of Entity
Business ManagementMr. Mark Fischer, President
Number of Employees
Movers Moving Services - Labor & Materials Moving Supplies Packing & Crating Service Storage Units - Household & Commercial Movers - Office Moving & Storage Company Movers - International Moving Assistance - Packing, Unpacking, Organizing Relocation Service Travel & Moving Services Freight Forwarding
Alternate Business NamesSullivan United United Vanlines
BBB Program Participation
BBB Yellow Pages
Industry TipsMoving Companies
5704 Copley Dr
San Diego, CA 92111 (800) 854-2600 (858) 874-2600 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
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We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
Additional Phone Numbers
- (800) 854-2600(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.
Problems with Product/Service
Read Complaint Details
Complaint: I had sulivan move me 3 years ago the price had only changed went up $5.50 down size my home and wanted them to move me again came out gave me quote $1092.00 i thought was high but that it would be the max i put everything i could in abox so that it could be easy to move had my own dolly and moved all the things from garage to driveway roll up rugs on floor 10ftx15ft by myself taped them I did all I could sa I was the one paying to help it along I sent living room furniture and dining room chairs to be reupholsted and donated second bed room to goodwill before moving day it took 12hrs to move a 900sf house with my help 3 person crew so a total of 4 persons working I worked even when they took a lunch I tried to work with a Ms ****** at this company the first move cost me $524.00 the second move cost me $1433.25 she blamed me they had to wait for me to pack I have kept this short and to the point its endless the things that went wrong from sullivan united ms ****** even went on vacation after telling me she would get back to me for 2 weeks they sent me to the claims for all the things items they had broken the weight in her email is higher but that is wrong I have less the day the quote person can I had not sent a roomfull to goodwill I ask about the time and the movers would say its going GOOD when I knew it was costing me alot more than the quote
Desired Settlement: to refund the amount that was over the quote $341.00
Good Afternoon *****,
I apologize, I’ve been working with my Operations Manager and also the crew on getting the answers needed to respond to your email.
My Operations Manager did speak to the crew; the crew will be retaking a class for Customer Service on how we expect our customers to be treated so in the future we will not receive emails or comments regarding their actions.
We value our relationships with all of our customers and expect them to be treated with respect and kindness.
Regarding the hours, the crew said they worked all the time noted on the paperwork, they did mentioned they had to wait for for you to finish up packing, we were not scheduled to do any packing only the moving. The long carries (distance from the truck to the residence) and parking issues at the new residence made the delivery take longer as you mentioned in your email.
I did look up your previous move, the estimated weight was 5500 lbs, the estimated weight for this move was 8,638 lbs.
Regarding the damage items, you are working with ****** our Claim’s Manager to resolve your claim.
I apologize you felt your items were treated with very little care or concern, this is not how we treat our customers and it’s not how we keep our repeat customers. You can be sure the crew has been reprimanded.
And again, we apologize and want you to know we value your business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Consumer Response: Hi Mr ***** i fax copies of the bills from Sullivan united the movers over charged me and email me that the things that i said about there workers was all a big misunderstanding on my part so i am a lier there is no proof that the things they say the will do will even happen and none of that helps me and that i dont understand how the price could be so far off from the quote if you check online (Yelp) has stories the same as mine if i need to send the other items let me know that back up the things i said my living room is being reupholstered with my dinning room chairs and that i sent a bed room full of items to Salvation army the reply that was sent to you is the same letter they sent to me Ms ****** didnt even change a word that is why I didnt respond at first I thought it was the letter i had sent to you Thanks ***** ******
I talked to Mr. ****** today. We had given him a written estimate for $1092.00 in advance of his move. For a number of reasons his move took longer and went over the estimate by $341. We are refunding him that amount $341 on his credit card. The issue is resolved. Let me know if you have any questions.
Executive Vice President
Sullivan Moving and Storage
Agent for UNITED Van Lines
San Diego - Phoenix - Seattle
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.