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:27/06/2024

  Type:Delivery 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.

  Damaged furniture with no attempt to resolve the situation. Changed delivery date by 4 days and did not inform client. Once paid, very little interest shown for any kind of customer service.

  Customer Answer

  Date: 27/06/2024

  Move from ******* to ******** was from May 13 to June 4.  On the morning of June 4, I contacted Cross Country to inquire what time to expect the truck.  I was then informed that the dispatcher had rescheduled my delivery to June 8.  Bill for the move was $4814.  Numerous small items were damaged but not really a concern for me.  My office desk was completely destroyed and the managers response was that the damage appeared minimal.  See photo.

  Business Response

  Date: 27/06/2024

  The customer has signed and acknowledged a limited liability insurance. 

  Their desk was damaged with scuff marks and scratches which is considered minimal damage and not covered by the policy. 

  The customer was refunded back $150.00 for the inconvenience. 

  The file has already been responded to and unfortunately the customer is still unsatified as he is hoping to extort money out of moving company for a small damage by portraying it as large. 

   

  Customer Answer

  Date: 27/06/2024

  this is what i just received from Cross Country Movers. "Considering that you have complained on BBB already, unfortunately, you have taken other measures that you deem more helpful and we wish you all the best with that.  In this case, we cannot further accommodate you or answer any further questions and your file is closed with the company.

  Have a good day."

  She already indicated that I do not qualify for any compensation due to the minimal damage.  

  Thank you

  *****

  Customer Answer

  Date: 28/06/2024

  ***** appears to have a problem with the truth.  look at the desk and ask yourself, are these minimal scratches.  the 150 dollars was for the delay of delivery, not for damages.  i will quote what she said about the reimbursement for damages from her email.  "the 150 dollars is for the inconvenience of the delivery.  Regarding the damage, unfortunately, there is no return value being issued to you.  Regards  *****"  From a previous email, "As i am looking through these pictures, the damages are very minimal and unfortunately do not qualify for a claim."

• Initial Complaint

  Date:17/07/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 trusted this company to assist me wirh my moving from ******* to *******. I havw done all my do diligence, paid on time. Resved on time. I was suppose to have a moving schedule on the **** ** **** and the employee named *** has canceled my appointment. I am now left with NO ONW sending my items and I am in a vurge to loose of my items. I want the *** to reach out to me to make this right. I make arrangements to fly on the **** ** ****. This ***** employee hung up on me and refuse to reschedule apparently their truck broke. Quite suspicious because I called her out with her *** about not having a guarantee time arrival but I have done whar was asked of me. So I am in a vurge of loosing evrryrhing thanks this company. * **** * ********** ** ** *** ******* **** ** *** ***** 

• Initial Complaint

  Date:27/06/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Cross Country movers were booked to move me from the ******** ** to ******** *** **** ****. When the booking took place , my son had given a ******* down payment. We were not told that when my property was picked up in Okanagan that they would be transporting to ********* first and then 2 different movers would do the unloading in ********. We were told it would be 2 days before they arrived in ********. I expected to pay a little bit more but not more than double . The weight supposedly was not done until 5 am the next day , ********* is only a few hrs from Okanagan. Didnt receive property until 5 days later. We were not contacted about delay or informed about trouble with the van. The 2 new movers had to apparently reload my property onto another truck and this is when my property was grossly damaged ,mishandled unprofessionally and disrespectfully.When they finally arrived in ******** the one mover in charge tried to then charge me more . I then called the office to complain about their negligence and evidence of their very rude and careless unprofessional behavior. *** from the office informed me to unpack and then file a claim for damages. My son had actually did alot of the unloading because the mover refused to unload to basement of house without more payment. The office had contacted him and then he helped to unload my property. One of the unqualified movers damaged my coffee table as he pushed through the patio door . I have antiques and have moved many times but never have I experienced such unprofessional , damage and disregard to my property by a moving company as this one ever before . I have always taken excellent care of my property only to have 2 very unprofessional and uncaring movers destroy in a very short time . I have yet to receive a resolution or reply from Cross Country Movers and have sent them several pictures of damages and emails in hopes that they would honor what they claim on their web site of their integrity and professionalism.

  Customer Answer

  Date: 24/07/2023

  Cross Country Movers responded back to me by threatening me that if I removed the complaint on BBB that they would proceed on my claim but then they basically said they were going to let the BBB handle everything . ( BBB only sends complaint to company but does not legally resolve anything , which they do tell people that ) 

  They rebuked everything that I honestly reported about my experience with their company and employees and pictures of damage I sent. They told me to contact ( if I had , which I did not ) house or rental insurance to claim my damages. 

  All moving companies have an insurance clause for damages that might occur . 

  So they have refused to resolve my claim caused by their unprofessional,  carelessness and abuse if my property .