Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used Interstate Movers for our move from **********, ** to **********, **. ********** were hired by them to deliver our items. We had to communicate with Interstate in order to get any information from Zip about their arrival to gather our items for our move. Then they didn't arrive until the final day of our 3-day moving period and didn't communicate until 30 minutes before their arrival. We were told by the ******* from Zip on Monday, June 30, that we would have our things delivered to our new home in ********** 7 days after our proposed move-in date, which we stated as July 2. Therefore, we were to get our things by July 9. We called multiple times for updates that week and had no correspondence back from them. It wasn't until we called Interstate that Interstate reached *** and Interstate called to tell us (now on the 7th day) that our schedule was off track and they'd call us back in a week (14 days after the initial move in date, when they told us it would be 1-7 days). We have called Zip 15 times and talked to an AI bot, not a real human. That AI bot says that someone will call us, we have had no returned calls in over a week. ********** has called on our behalf, and they are not getting updates either. The most recent update they did get, after I pestered multiple times the past two days, says still that Zip will get back to Interstate on Tuesday, July 15th, now 15 days after our belongings were picked up by Zip.We have already paid near $3,000 and have been told there are more costs to come. We were originally told that our estimated move would cost under $2,800.This is deplorable business. We have an 18 month old and need our belongings now. This is the first of many actions I plan to be taking against Zip movers, including bad reviews everywhere, and I have never left a bad review in my life. We need our stuff now. This is outrageously unprofessional. NOTE: If looking for payment info, ******* ******, also on ****, submitted the payment.

  

  Business Response

  Date: 07/15/2025

  Thank you for your feedback, and we sincerely regret the stress and inconvenience you are experiencing during your move. We understand how difficult this situation must be, particularly with a young child and ongoing delays in receiving your belongings.
  We would like to clarify that Zip Moving and Storage is the servicing carrier assigned to perform the physical pickup and delivery of your items. All administrative aspects of your move, including scheduling, estimates, payments, and direct customer communication are fully managed by Interstate Moving & Relocation, the broker with whom you contracted your relocation services.
  Zip is operating under a 21-business-day delivery window, which is standard and legally allowable for long-distance moves. While the delivery has not yet been completed, it remains within that legal time frame as of now.
  That said, we understand your concerns about the communication and lack of timely updates. Because *** does not control the customer service process or maintain direct contact with customers under this brokerage structure, all updates must be relayed through Interstate, who is responsible for keeping you informed.
  We encourage you to stay in contact with Interstate, who can continue coordinating with our dispatch team. If they forward us any urgent details or claim-related matters, we are committed to responding appropriately and assisting within our scope as the carrier.
  We appreciate your patience and hope this matter is resolved quickly to your satisfaction.

• Initial Complaint

  Date:09/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted a price for my move that listed everything that would be and was used for packing. When the movers were finished, I was charged almost twice what the original quote was. The driver told me that the company always under bids the move so that people go with them and then charge a substantial amount more when asked to settle up at the end. Very misleading and I would like a partial refund.

  Customer Answer

  Date: 09/25/2024

  The business has resolved my complaint 

  

  Business Response

  Date: 09/25/2024

  Hello team, 

  Thank you for your attention to this matter.

  Please note that a refund has been provided to the customer and the customer is satisfied with this resolution.

  Kindly find the email the customer sent to ********************************* attached.

  Have a great rest of the day!

  Warm regards, 

  Customer Answer

  Date: 09/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *****
  
  

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *PLEASE READ BEFORE CONTACTING*If you can go with any other moving company please do I called them yesterday evening right before there closing time to setup a move for 2 days from now then my apartment people called 20 minutes later rescheduling the date I tried to call back but they were closed I called this morning (after already paying a $50 deposit) and they told me to reschedule it will be $240 and to cancel it will be $360 they are taking hard earned money and doing no work at all I have a newborn trying to move into a new place explained this and they still charged me I have payed them $290 they havent done anything at all yet SPEND YOUR MONEY WITH PEOPLE WHO ARE NOT OUT TO TAKE FROM HARD WORKING HONEST PEOPLE GOD BLESS AND HAVE A GOOD DAY!

  

  Business Response

  Date: 09/20/2024

  Hello team, 

  Please note that the customer has booked a move with us and placed a deposit on 08/22, the move being scheduled for 08/24. This means that there was about 48 hours between the time of booking and the expected arrival of the movers.

  While booking this move, the cusomer is prompted to read and agree to the terms and conditions, stating the following:

  You can reschedule your move if you contact us more than 3 days before the day of your move to avoid the rescheduling fee.
  
  Rescheduling 3 days or less, but more than the day of your move, Zip Moving and Storage will charge you a $240.00 Rescheduling fee to the Credit Card on file.
  
  You can cancel your move if you contact us more than 10 days before the day of your move without incurring a cancellation fee by notifying Zip Moving in writing by e-mail to *************************************************************.
  
  Canceling 10 days prior to your move, and more than 3 days, Zip Moving and Storage will charge you a $150.00 Cancellation fee to the Credit Card on file, and Zip Moving and Storage will keep the deposited amount.
  
  Canceling 3 days or less, but more than the day of your move, Zip Moving and Storage will charge you a $360.00 Cancellation fee to the Credit Card on file, and Zip Moving and Storage will keep the deposited amount.
  
  Rescheduling the service on the day of the move will result in a charge of $600.00.
  
  Canceling the service on the day of the move will result in a charge of $600.00, and Zip Moving and Storage will keep the deposited amount by the Shipper.
  
  Charged amounts are not taken into account when referring to the service costs.
  
  If your desired rescheduling date is unavailable, you will be presented with the closest dates to your desired date.

   

  Given that the customer contacted us after booking this last-minute move, there was no option to completely avoid the rescheduling or cancelation fees. A moving coordinator offered the option of placing the move on hold, meaning simply reschduling the move for an indeteminate date and allowing the customer to pick a date within the next year to have the move completed, thus still going through with a move and avoiding the cancelation fee.

  As the customer was not satisfied with this option, a customer service supervisor reached out to offer the option of canceling the move and waiving all fees as a gesture of goodwill in order to settle the complait.

  We are presently waiting for the customer to respond to this offer.

   

  Thank you for your time.

  Warm regards, 

  Customer Answer

  Date: 09/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22185199
  
  I am rejecting this response because:
  
  This is literally a lie i called not even 10 hours before are you lying to save face? Why make me look bad and speak on my character when I have proof and can show all facts
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/07/2024

  Hello team, 

  Thank you for your attention to this matter.

  We wanted to reach out to you to inquire when we can expect an update to this complaint. We have been waiting for over 30 days to hear an update and are worried there may be a system issue that is preventing this complaint from being closed.

  Please let us know if there is anything we can do to finish this process.

  Thank you for your time. Warm regards, 

• Initial Complaint

  Date:08/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Misleading Quotation and Poor Communication:We obtained a quote from your online website well in advance of our moving date. Subsequently, we updated the list of items to be moved via email and phone, and your feedback is that the changes would not significantly affect the original quote, as it was still within the capacity of a one-bedroom move. The new quote and your call provided to us reflected this change. Additionally, we specifically informed your team that we had two rooms to be moved, one on the third floor and the other on the first floor, both very close to the elevator and loading deck.However, on the day of the move, your staff seemed completely unaware of the two rooms. They expressed surprise at the amount of items and began questioning the initial quote. Despite our previous communications, the movers started the job and then kept calling to update and confirm a new quote. The final price doubled from the original $600+ to over $1100, leaving us with no choice as the move was already underway. The lack of clear and consistent communication was highly unprofessional and misleading. Had we been informed of the accurate costs earlier, we might have chosen a different service or made more comparison.2. Subpar Moving Service:Towards the end of the move, your staff left without ensuring that all items had been moved. They drove off without asking if there were any remaining items. We had to call them back, and even then, they hurriedly moved a few more items without thoroughness, leading to several items being left behind. 3. Unnotified Payment Charges:At no point during our interactions or on your website were we informed that a 4% surcharge would apply to card payments. Your website specifically states that all cards, except Amex, are accepted. Furthermore, applying a surcharge to debit card payments as well seems highly irregular and possibly aimed at tax evasion?

  

  Business Response

  Date: 09/04/2024

  Hello team, 
  
  I hope you've had a good Labor Day weekend.
  
  Please find below the response that was sent to the customer on 08/21. Please note that as of today, we have still not received any response from the customer regarding this offer:
  
  The customer has raised concerns regarding the estimated balance due amount at the time of booking the move with us and the differences between the estimated and actual costs on the day of their move. We informed the customer that the actual cost of the move is based on the actual work time and packing materials that are used on the day itself. We strive to ensure that our estimates are accurate, however, our system is only able to provide an estimate when the inventory that is provided by the customer is accurate. In this instance, it seems that the customer was the one who updated their inventory via our online platform, however, once the movers arrived at their location, there were additional items to be moved.
  
  Regarding the fee that is charged for card transactions, that is something that is clearly outlined in the emails that we send to our customers at the time of booking, as well as visible on the confirmation page that needs to be signed before a move is booked with our company. Please find below a screenshot of this email.
  
  Regarding the items that were leftover at the location, compensation was offered for this inconvenience and we are awaiting the customer's response.
  
  Please let me know if there is anything else we can provide to assist with closing this complaint.
  
  Wishing you all a great rest of the day!
  
  Kindest regards, 

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zips Moving caused thousands of dollars in damage during a move on September 6, 2023 and are refusing to reimburse me for any of it. Zips movers destroyed brand new hardwood floors when they slammed furniture down and refused to use the furniture pads we provided. They also broke a $650 mirror and $200 Nanit stand. I have invoices and pictures to prove it. Not to mention the workers were unprofessional and even asked us to jump start the moving van that broke down with our children and pets in the car.

  

  Business Response

  Date: 02/29/2024

  We have received a Complaint letter in regards to Complaint ID # ******** - ******************************. (attached)
  
  Please note that we have responded to the above complaint on your platform, as well as settled the claim with the customer on 10/19/2023. The customer accepted $600 as compensation amount and signed a Full and Final Settlement Agreement (attached), therefore I am not sure why this hasn't been resolved and closed on your end.
  
  Please let me know if we need to send you anything in addition to this, and advise me of the email address I can use for that.
  

  
  

• Initial Complaint

  Date:09/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted them July 5th about moving from my apartment at * ************** to ******************************. Was given and estimate of 1,112.70 - 1,321.70 for 3 men at $220 per hour for 3:30 to 4:30 hours of work moving a two bedroom apartment. I had to cancel and reschedule due to the heat index of the original weekend date being over 110 degrees. I rescheduled and paid a fee of $600 dollars to cancel/reschedule and when they came back, their estimate was $3,097.22 for the same amount of items and same number of men and hours to move.

  

  Business Response

  Date: 11/24/2023

  Dear ****,

  We appreciate your feedback and want to address your concerns. I apologise for any inconvenience.
  
  After thorough review of your complaint, I have to advise you that the increase in the estimated cost was due to a revision in the inventory, resulting in items you added for the move. Please note that our initial estimate was based on the information provided initially.

  Regarding the $600 cancellation/reschedule fee, this is in accordance with our terms and conditions, which you agreed to when booking our services. We understand the need for flexibility, especially in extreme weather conditions.

  As a goodwill gesture, we are more than willing to refund the reschedule fee.

  To proceed with the refund, kindly contact us at your earliest convenience.

  We value your business and aim to make your moving experience as smooth as possible. Thank you for bringing this to our attention, and we look forward to resolving it to your satisfaction.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zip Moving and Storage was hired to move me from Fairfax, VA to Ellicott City, MD on July 27, 2023 between 8-10am. When the movers arrived, there was a disagreement between moving a table vs desk. The movers were very annoyed about having to move a table. I told them not to worry about it and that I would reach out to ***** (the representative that I was working with) to figure out this discrepancy. I left them in the garage to work while I proceeded into the house to make the call to *****. When I came back to the garage to check on them, I was shocked to see that they were gone and my items were left in the driveway. When I called *****, she explained the workers "left bc of a hostile work environment"?? I was fine with them not doing the job they were hired to do, but then Zip Moving and Storage charged me $790! They never rendered any services to me, left the job incomplete and I was left scrambling to find another moving company on such short notice. I have attempted to resolve this matter with Zip Storage and Moving Company directly, but they have been unresponsive to my inquiries and have not provided any reasonable explanation for their actions. As a result, I am left with no choice but to seek assistance from the Better Business Bureau to resolve this issue fairly. I kindly request the Better Business Bureau to investigate this matter and intervene on my behalf to rectify the situation. I am seeking a full refund of the fraudulent charges imposed by Zip Storage and Moving Company, as well as an assurance that they will cease such deceptive practices in the future.

  

  Business Response

  Date: 08/08/2023

  Dear ******,

  Your feedback is deeply valued, and I am committed to addressing this situation promptly and satisfactorily.

  Upon reviewing the details you provided, I fully understand the frustration and inconvenience you experienced, however please bear in mind that we had to call off the move due to hostile atmosphere on the location and due to moving crew's safety.

  Despite this - I am pleased to offer you a full refund, as a gesture of goodwill.

  If there are any further details or clarifications you would like to discuss, or if you have any questions about the refund process, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Although I don't agree with the workers being in any sort of danger (we were not even in the same room with them when they left), I accept the refund because it was not I who cancelled the move but them. And according to their own contract, they never should have charged us. It was highly unprofessional and incredibly inconvenient. 
  
  Regards,
  
  ***********************