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:06/12/2025

  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.

  I was first reached out to by a man named ******* ***** on May 16th regarding my moving process that has been ongoing since May 29th. During our call I asked him what the time frame from pickup to delivery was and he told me that ******* to ******* only took about 3 days. At the price he quoted and this being my first time using professional movers I thought great, lets do it. Fast forward to game day: May 29th. The truck arrives, much larger than would be required for my belongings. The guys come in and start packing things up while their supervisor goes over paperwork with me. Unfortunately I do not know his name since he writes his name with a single E and just a bunch of vertical lines. Through the process I had questions for him on two subjects: time frame and truck ******* regards to time frame it talks about how DoT allows up to 45 days for delivery. Obviously I balked a bit but the gentleman assured me that hes worked for this company for years and had never seen it take longer than 7 days. Still longer than I was told but I thought "hey at least I'm not climbing stairs with a couch.For the truck size the paper talks about access for a 70 foot trailer. I don't work around trucks to know their sizes off hand so i pointed at the truck they were loading my belongings into and asked "like that?" and he responded "****** I signed. It is now June 12th and they are over a week late. Every time I call them I get nothing but "DoT allows us 45 days" and then they quote a later date. Today they finally call me and tell me that, even though he isn't even in the city yet, the driver knows he cant fit the 70 foot trailer, which is apparently bigger than the one they picked up in, anywhere near this building so they're going to charge me an additional $300 as a shuttle fee to move it onto a smaller truck. At an absolute bare minimum I want that $300 removed. More would be fair since I have been lied to repeatedly.

  

  Business Response

  Date: 06/20/2025

  ID#: ********
  This letter is in response to Mr. ***** *********** request for a refund related to his recent long-distance move with our company.
  Mr. ********* initially contacted our office on May *******, to request a moving estimate. On May 12, 2025, he chose to reserve our services and electronically signed the move confirmation/contract. This contract clearly outlined our policies, including any applicable extra charges such as the shuttle service fee, the delivery time frame, and the estimate we gave him based on the information, as provided by him. 
  The move took place on May 29, 2025, 17 days after the contract was signed. During that time, Mr. ********* had an ample opportunity to review the agreement and contact our office with any questions or concerns regarding the terms and conditions, but he never did.
  At the time of pickup, Mr. ********* signed the physical paperwork, which was consistent with the electronic version previously signed.
  Throughout the moving process, every time Mr. ********* contacted our office to inquire about the estimated time of arrival for his shipment, we provided him with the most up-to-date information available.
  Upon arrival at the destination, our driver determined that an 18-******* could not access Mr. Halvorsons neighborhood. As outlined in the contractacknowledged and signed by Mr. ********** such scenarios necessitate the use of a shuttle service, for which a fee applies. 
  The delivery was completed on June 12, 2025, within the contracted delivery window, and in full accordance with the terms he agreed to.
  Based on the above, we are formally disputing Mr.Halvorsons refund request, as all charges are consistent with the signed agreement and the services rendered.
  We appreciate Mr. *********** business and wish him the very best in his new location.
  

• Initial Complaint

  Date:08/22/2024

  Type:Order 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.

  On July 10, 2024, I hired a Moving **************, ************** to move me from *******, *******, to **********, *****, approximately 1100 miles. ************** provided terrible service including raising the price from my original quote, $2649, to $3600. Then on the day my stuff was picked up by 500Move, the price went up another $500 by 500Move. I was told some items were bigger than expected. $4100 for a one bedroom apartment move. I told 500Move that the first day I could move in was August 1, 2024, and they claim that should be the first day of my delivery window. However, as it is a 2 day drive, why would the delivery window not start with July 30, 2024. My stuff did not arrive until August 15, 2024. I had to spend extra money on hotels, food, and other items, that I already owned, while I waited for my stuff. My stuff was then delivered by another carrier, Reliable Moving Services, hired by 500Move. I had several items damaged and one box, with some very valuable items both personally and financially, was not delivered and so far has not been found. I am seeking compensation from 500Move for the way I was treated, the delay in delivering my items, the damage to my items, and the lost items. I would never even consider doing business with 500Mover again.

  

  Business Response

  Date: 09/10/2024

  Thank you for forwarding this consumer complaint. We offer the following response:
  Mr. ***** accepted a Binding Estimate for interstate moving services which established the cost of a move for the goods and services ordered. The estimate identified the services ordered as well as optional services including additional inventory items, bulky or oversized items and packing services. The estimate further explained the payment terms which require payment in full before a shipment is unloaded at the destination.  
  On the day of the move, Mr. ***** had additional inventory items and ordered optional services. Mr. ***** accepted a new onsite. Charges were consistent with the services ordered and the rates described in the estimate.
  The agreed Pickup and Delivery schedule on the Bill of Lading described a standard delivery period of up to 30 business days from the first date a customer is available to receive delivery, and the Long-Distance Form described an average delivery period of 7-14 business days from the first available date. Mr. *****s first available date was August 1st, and 500Move delivery occurred on August 15th. Mr. ***** received delivery within 10 business days of the first available date. Arena delivered the shipment within the 30-business day delivery period and within reasonable dispatch as required by federal law.
  ********* has filed a claim with our third-party claim administrator which was received on August 21st and should be processed within ***** days of the date the claim was received. Federal law allows an interstate carrier up to 120 days to process a claim.

  Customer Answer

  Date: 09/10/2024

  The people at 500Move are not telling the truth.  I accepted no estimate from them.  The estimate I accepted was from Vantage Movers, who also increased the price of my estimate for no reason.  I added no items on the day I moved, the first time I met anyone from 500Move.  At tbe beginning of the moving experience on the day I was scheduled to move, t00Move increased the price by $500 for no reason. They then did not deliver my items until two weeks after they picked up my items, and then my items weren't even delivered by 500Move, they were delivered by another company.  For that delivery, two of my items were strapped to the back of the truck (both damaged), as well as several other items damaged.  In addition a very valuable box was lost.  500Move claims they looked for the box, but just like their increase in price, and tbe square footage my stuff allegedl took up in the truck, there is no way for the consumer to know what is accurate.  500Move demonstrated poor customer service, poor work, and they should make it right by paying me a fair amount for the terrible service the provided.  I would never recommend them to anyone and they need to make this right.  Own up to your bad service, accept responsibility, and make it right.  I reject this offer. 

   

  

  Business Response

  Date: 09/19/2024

  Thank you for forwarding this consumer rejection and please accept the following rebuttal:
  Respectfully, our response did not state Mr. ***** accepted a Binding Estimate from 500Move, only that he had accepted a binding estimate which identified the services ordered and explained that additional services or inventory items would result in changes to the estimated cost.
  On the day of the move, Mr. ***** added inventory items and accepted a new onsite estimate reflecting the added services. Charges were consistent with the services ordered, the rates described in the estimate and applicable federal law.
  The published delivery schedule was up to 30 business days, with an average delivery period of 7-14 business days, from the first date a customer is available to receive delivery. Mr. ***** received delivery within 10 business days of the first available date. The shipment was delivered within reasonable dispatch as required by federal law.
  Mr. ***** filed a claim with our third-party claim administrator for transit damage. Federal law allows an interstate carrier up to 120 days to process a claim, however, most claims handled by our claim administrator are processed within ***** days of receipt.

  Customer Answer

  Date: 09/19/2024

  500Move is once again making false claims.  I added no inventory on the date of my move.  Yes, I accepted 500Move's ridiculous increase in price on the day of my move, as I, as would most customers, had no **********************.  All of my belongings were in boxes, I had to vacate my apartment, and I had to move.  What option did I possibly have.  500Move the claimed all moving companies strap items to the back of moving trucks, as their subcontractor did.  This is not true, as I have contacted other major, and trustworthy moving companies, and they have said no they do not do thst, as the liklihood of damage to those items is to high. Which is exactly what happened to me, both items attached to tbe back of the truck door were damaged.  Again, 500Move claims they looked for my missing box, but as with all.of their statements, i.e., the amount of cubic feet my stuff took up and their inability to deliver my stuff sooner, there is no way to verify any of this, and they know it.  For all I know they never looked for my or any customer's missing stuff.  They are a terrible company that does a disservice to moving companies that work hard and do hood work.  I reject their latest false statements. 

• Initial Complaint

  Date:10/03/2023

  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.

  I recently contracted this company for a cross country move from ********, ** to ********, MI. I was assured that my rate per cubic foot included supplies and labor. I did not receive the promised call a few days prior to review the inventory. When movers arrived, we did a walk through and the rate was nearly doubled (from around $5700 to $10,000). I did have more items and more that needed to be packed by the movers. Still, the delivery of this increase made it clear that my options were to cancel the move and lose my deposit or accept the increase. (I had to leave with a couple of days in order to arrive and repot for my new job in MI, so finding other movers was not an option.) Now that I have arrived, I have attempted to appeal and there is no cooperation, no option given except to wait until my things are delivered and review the inventory. But I have to pay the balance they have determined before they will deliver.Then there is the matter of timing. My belongings were picked up on 9/15. I was asked for earliest delivery date, which I gave as 10/3 because I would not have keys for my new house until an uncertain time the previous day. All the conversations I had left me the understanding that, given the time in between, delivery would be within the same calendar week. When I called on 10/3 for estimated delivery date, I was informed my things are still in storage in **. Today, I learned that my stuff was loaded on a truck that wont leave til tomorrow (it is now 1330 in **) and arrive in 6-9 days. I drove with 4 adults and 4 animals and we made it in 5.5 days! I have had to extend my temporary lodging, which I could only do for 2 days. This was in the rea of possibility based on my conversations. However, I have also had to purchase air mattresses, *********** that I would not have needed if reasonable timing had occurred. When I questioned the timing, I was informed that they dont even start the travel of a shipment until the earliest delivery date.

  

  Business Response

  Date: 03/18/2024

  Thank you for forwarding this consumers complaint. We offer the following response:
  **************** accepted a Binding Estimate for interstate moving services which establishes the cost of a move for the goods and services ordered. The estimate identified the services ordered including furniture prep,free use of moving pads, the labor to disassemble/reassemble basic furniture items and to load/unload the shipment and also listed optional services including additional inventory items and packing services. The estimate further described a standard 30-business day delivery period from the first date a customer indicates they are available for delivery and explained the payment terms which require payment in full before a shipment can be unloaded at the destination.  
  On the date of service, **************** had additional inventory items to move and also ordered optional packing services. **************** accepted a new onsite revised estimate which listed the additional inventory items and services ordered. Charges were consistent with the services ordered, the rates described in the estimate and our tariff. If **************** disagrees with the charges he agreed to on the bill of lading/contract, federal law establishes his right to request arbitration. Information on 500Moves claim and dispute resolution and arbitration program were provided to ****************.
  The Long-Distance Form, completed on the date of service,described an average delivery period of 7-14 business days from the first date a customer is available to receive delivery. ****************** first available date was October 3rd, and the shipment was delivered on October 16th,within 9 business days of the first available date and well within the published delivery period. 500Move delivered ****************** shipment within reasonable dispatch as required by federal law.

• Initial Complaint

  Date:04/03/2023

  Type:Customer Service 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.

  Numerous times *** contacted this company and I have gotten the run around about when my belongings will be shipped to my new home address. I called 500 move on 3/27 and spoke with a **** and she advised me to check my email, she would contact dispatch and my belongings will be leaving in a couple of days, and to check my email. I waited a couple of days and contacted **** on 3/31 and again requested where was my email and when will my belongings be at my new residence. **** stated my belongings will be leaving Wednesday 4/5 and she will no longer be having phone conversations with me since she was not holding her self accountable for her TERRIBLE communication. I requested to speak with a supervisor and she indicated she was the supervisor. Per ***** request I emailed her 2 simple request since I cannot find a different relocating company to help me get my belongings. As well I was never offered to have a ****************** date since that was offered on the back of their contract for an additional amount. I paid for my move upfront and still havent had any good communication in regards to what is the hold up.

  

  Business Response

  Date: 04/06/2023

  This customer was in constant communication with the customer service department. She was given an estimated time of loading. As soon as the customer service department had confirmed a loading date for her belongings, she was informed that her belongings would be leaving on Wednesday, 4/5/2023.  She was told that as soon as the crew is loading her belongings into the truck, we will send an email letting her know. During phone conversation with ****, this customer chose to use foul language and yell at the customer service agent. At that time **** did request that all communication be in writing via email. Once another person in the customer service department contacted the customer and relayed the same information to her, she was satisfied. This customer's belongings are now in transit and the customer has been notified via email. 

  Customer Answer

  Date: 04/06/2023

  foul language was only used because **** lied and kept giving me the run around and will not accept accountability for her terrible communicating still. Thats why could language was used. If someone tells you to call back in a couple a days and you dont hear anything until YOU contact them. Im sure youd be upset. Still you guys lack professionalism via BBB and any place someone leaves a truthful honest review. I will not recommend 500 to anyone in the ***********. Hope you guys use these reviews as a learning experience, and train a supervisor how to communicate effectively and stop lying.

   

  

  Business Response

  Date: 04/07/2023

  As seen in the communication provided by this customer, there were no lies. Being upset does not constitute using foul language towards someone, no matter the situation. Our employees deserve to be treated with respect and kindness, just like customers want to be treated. This customer's items are in transit and will be delivered well within the contracted time frame. 

• Initial Complaint

  Date:09/26/2022

  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 were scheduled through a broker for this move. Moving day came and they charged us $20k which is double the quote before even seeing the units. *** was very hostile and yelling at me from the beginning telling me that if I cancel I would lose my deposit of $3500 and no one else would move us. He told us that we could not see the contract because nothing was filled out, I asked him 4 times and each time he refused. He stated that he was getting irritated because they have work to do and me worrying about the contract was costing time. He demanded I pay 5 different times in our conversations and on the 5th time, if I didn't pay he was leaving and taking my money with him. I ended up paying on different cards which he got very angry about and said that "this is what I get for going through a broker". They charged us $2,000 for packing materials in which they put boxes inside of boxes and itemized this after to try to justify the disgusting cost! He then said we are 400 cu sqft over PRIOR to the move which was also a lie. They unloaded the truck, I have video of the amount of storage that we used and it was exactly **** sq cu ft. They also charged us $5,600 for bulk carry fees in which I have proof from the delivery driver that the only bulk item we have is a safe which is around 200 pounds. I truly felt like I was in a hostage situation being threatened, extorted and lied to since this process began with no way out. They called me over a dozen times while I was trying to work for me to sign paperwork and again threaten me again with their hostile tactics. We received our items and we have so many missing, damaged or broken items that this move would have been cheaper to just replace since they destroyed 70% of our items. They did not have to pack, disassemble, reassemble, or walk long distances for any of this move. I truly hope this is looked into from their leadership because this is along the lines of illegal activity.

  

  Business Response

  Date: 09/26/2022

  This customer did in fact book her move through a moving broker, who then finds an actual moving company to do the physical move, which is our company. This move was under estimated as the booking was done over the phone, while the customer is not present in the state of *******. No one was being hostile to the customer. The ******* and the customer were communicating over the phone, as she is located in another state. The ******* went over and explained all the information in the contract with the customer over the phone as well as with the representative who was present on moving day. ******* discussed the increase in price with the customer, she asked for some time to make a decision, she took 30 minutes to come to a decision to continue with our company completing her move. The ******* did explain that customer would lose the deposit paid to the broker if the move was cancelled. Our moving company sat and waited for almost 1.5 hours until they moved any items from the storage units. The contract was signed and the pick up payment was made BEFORE any items were moved. This customer is being untruthful when she is saying that we did not let her see the contract. Her representative saw the contract, attempted to facetime call her but due to horrible reception was unable to. The customer was sent a picture by her representative. This customer also has not contacted our company to make a claim for any damages or missing items. We have a claim process in place to compensate in these situations. 

• Initial Complaint

  Date:09/06/2022

  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.

  This company is built on lies and deceit. I recently had a move booked from ******* to the East Coast and this company was contracted to move my things. Before ever getting a moving company involved, I purchased plastic tubs to pack all my belongings in to avoid damage; however due to their blatant disrespect to my items, many boxes came damaged and looked picked through. Additionally, I am still missing a box, which when I complained, they ignored me. Upon arrival of picking up my things, the driver was super disrespectful and demanding to my mom, who was signing for my belonging. He berated her and was argumentative. He cleverly called me after loading up the truck demanding more money. Due to being completely afraid of the man and what he would do, I paid the extra charge for the excessive amount of items I had, even though I spent hours on the phone with the movers the week before meticulously detailing every item I had. They continued to lie about when my items would arrive. They would call from the road and say they were one day away and then an hour later would call and say theyre three days away. At one point the driver called my mom and said they are one day away and if they cannot get a hold of me immediately they are going to put all of my belongings in storage and I will have to figure out how to get my things by myself even though I paid for 30 days of free storage. It was still 3 days before they delivered. Upon arrival, my items were in the middle of the truck, in between two other shipments. He told me he sent his coworker home due to having a fever and the driver never wore a mask or took Covid precautions. Not only was I expected to help move everything( I am a cancer survivor and could hardly lift some things, hence why they were hired), he called RANDOM 2 teens and 2 older men (who do not affiliate or work for the company) to help him.TWO RANDOM MEN NOW HAVE MY ADDRESS AND KNOW WHAT I OWN!! This company needs to be stopped!

  

  Business Response

  Date: 09/09/2022

  This customer initially booked her move over the phone through a moving broker, who then contracts with a moving company to do the actual move, which is our company. Upon arrival of the moving crew, the items were surveyed, resulting in as increase of 127 cubic feet to be moved. The increase in the volume of items is the reason for the increase of the price total. All customers have the right to cancel a job with us and obtain a new moving company if they are unsatisfied with the service. This customer chose to continue with our services. All paperwork is signed and agreed upon BEFORE moving items out of the residence. Our company has a claim process in place to compensate our customers if damage or loss takes place. This customer has not requested claim information and to date has not filed a claim with our claim department. We will be sending the customer information on how to go about filing a claim.