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:09/11/2026

  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.

  Hired 2 movers to unload my U-Haul truck. What shouldve taken 2 hours took them over 4. They seemed like theyd never unloaded a truck before. The manager called me and was so rude on the phone. He said they would leave after the 2 hrs. Unless I paid $60. My truck wasnt even halfway unloaded. I okayed it but told him I wasnt happy. Then the manager called me back and said it shouldnt take that long and that he was sorry and would refund my $60. Well now they are saying they he never said that. Bad business practices. No customer service.

  Business Response

  Date: 09/12/2026

  Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. Unfortunately, if a payment was made directly to the Service Provider, any refund for that would need to come from those helpers directly. 
  

  You may contact your Moving Help Service Provider directly for resolution. The business information we have on file is:
  
  Business Name: Move Fresh
  Owner Name: REMOVED
  Address: 
  REMOVED
  Phones: REMOVED
  Emails: REMOVED
  
  Thank you for informing us about your experience. We strive to provide excellent service to our customers and will utilize your feedback to prevent any recurrence. We realize that this is a service industry and our customers deserve the best. Our apology at this time cannot undo your experience; however, our regret is sincere and our efforts in the future will be guided by this experience.

  Customer Answer

  Date: 09/15/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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.
  
  Regards,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:09/03/2026

  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.

  Complaint Regarding Order #EDBCD590 (IronPath Movers via Moving Help)On July 3, 2026, we booked IronPath Movers via Moving Help for home unloading services. The experience was catastrophic, involving extreme delays, impairment, physical coercion, and severe property damage.* REMOVEDStarting at 8:30 AM, we repeatedly called the provider for scheduling updates. Instead of being transparent so we could cancel, he repeatedly dodged calls and delayed us, arriving hours late at 11:45 AM and severely disrupting our move.* REMOVEDThe workers arrived visibly impaired, smelled strongly of marijuana, worked extraordinarily slowly, and repeatedly took personal drinks from our contractor's cooler without permission.* REMOVEDFloor Damage: Despite explicit instructions NOT to drag heavy items, they dragged appliances across our newly restored hardwood floorsruining a brand-new multi-step finish, with deep gouges straight into the wood. They also gouged the lower-level LVP flooring, and smashed an outdoor planter.* REMOVEDAfter receiving a $100 cash tip, the workers demanded more, physically blocked our driveway with their vehicle, and refused to let us leave. Feeling trapped and unsafe, we were coerced into handing over another $60 cash ($160 total).* Financial REMOVEDClaims: We have already paid $837 out-of-pocket for temporary repair work by our contractor, yet structural and cosmetic damage remains. REMOVEDstopped responding, while Moving Help/U-Haul refused to step in or file an insurance claim, directing us to legal action instead.Desired Settlement:1. Full $200 refund of the original service fee + reimbursement for the $160 coerced cash tip.2. Formal insurance claim coverage and financial compensation for all out-of-pocket repair costs ($837+ paid to date) plus the estimated cost to repair/replace the remaining ruined hardwood, LVP flooring, and outdoor property.

  Business Response

  Date: 09/04/2026

  We sincerely apologize for the damages that occurred during your move. We understand how frustrating and disappointing it can be to discover that your belongings were damaged, and we regret that you experienced this situation.
  
  Moving Help is a neutral marketplace that connects customers with independent service providers. While we are sorry to hear about the circumstances surrounding your move, we are not directly involved in the provision of the moving services or the handling of your belongings.
  
  As such, any concerns regarding damages, claims, or potential reimbursement will need to be addressed directly with the service provider who completed your move. We encourage you to contact the provider as soon as possible to discuss the damages and work toward an appropriate resolution.

  After the REMOVEDyour next available step is to pursue the Moving help provider outside of MovingHelp.com through the appropriate legal channels. Unfortunately, MovingHelp.com cannot require that the individually owned and operated company pay you any sort of restitution.

  We appreciate your understanding and are sorry again for the inconvenience and frustration this experience has caused.
  
  Moving Help Customer Support

• Initial Complaint

  Date:08/31/2026

  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.

  I booked moving help through U-Haul's Moving Help marketplace with provider Blue REMOVEDMoving Company, scheduled for 3:00 PM on 08/22. The crew arrived nearly 3 hours late, at 5:40 PM, without a clear explanation.During the move, the crew damaged my TV and monitor screens, and left without acknowledging or apologizing.On 08/24, I emailed Blue REMOVEDMoving with photos of the damage and requested compensation. I received no response for days. They later denied any damage occurred, despite the evidence provided, and accused me of a "false statement" and "scam."I escalated to U-Haul, who confirmed receipt of my photos but stated MovingHelp.com cannot require Blue REMOVEDMoving to pay restitution, and that legal channels were my next step.I'm filing against U-Haul/MovingHelp.com because they facilitated this transaction, received clear documentation of the damage, and have taken no action to hold their listed provider accountable leaving customers with no real path to resolution when a provider denies wrongdoing despite evidence.Resolution Requested:I'm seeking a fair resolution for the property damage and delay. A related dispute over the service charge is under investigation with my credit card provider, so I'm not specifying a dollar amount here yet.

  Business Response

  Date: 09/11/2026

  REMOVED,
  
  
  We are emailing in response to the Claim you filed with the BBB, Reference id: REMOVED., regarding JB-81d397b5. 
  
  
  I sincerely apologize for what happened on your move with the Service Provider and the damages to your items.  If the Service Provider Blue REMOVEDMoving Company is not willing to work with you regarding the delay in assistance and the damages to your items then you have the right to pursue legal actions against them.
  
  
  MovingHelp.com is a neutral venue where we bring the consumer and the Moving Help Provider together. Each Moving Help Provider on our marketplace is an independent labor provider and is solely responsible for their customer satisfaction and level of service.
  
  You still have the right to pursue the Moving Help Provider directly. Should you need any of the information in the REMOVEDyou may access its history by logging into your Customer Account on REMOVED, going to Past Jobs, click the order number (OR-), and View Case.
  
  
  Blue REMOVEDMoving Company
  
  
  REMOVEDJr
  REMOVED
  REMOVED, REMOVED62220
  
  
  REMOVED- Business
  
  REMOVED
  
  REMOVED

• Initial Complaint

  Date:08/26/2026

  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.

  Movinghelp provided me with reference and service from Absolutely the Best Movers in REMOVED. The movers only completed half of the job. Unfortunately they had demanded the payment code to start work. Movinghelp has refused to provide a refund for the work that was not completed and refuses to go after the mover. Moving help uses a loophole to argue that the Movers are contractors to movinghelp. I signed up with movinghelp based on the strength of the brand they are affilated with (Uhaul) not because I knew anything about the movers in REMOVED. To make it worse -- the reason the movers were upset is because U-haul was late in completing their delivery of the moving Uboxes. Uboxes were left in REMOVED-- and I was not notified til the evening of the "guaranteed deliver date" that they were no where close to REMOVEDand wouldn't be there for a week. Uhaul is affilaited with Movinghelp -- they operate from the same office. But instead of coordinating a solution to provide a refund I have been sent to call more and more numbers each of which says they aren't authorized to provide any customer service. No one has provided an adequate response. In total I paid $791 to movinghelp (had to hire another mover because Absolutely the Best was abusive and refused to complete the job. Also upon doing more research that mover has an F on BBB rating - why is Uhaul (movinghelp affiliate) contracting for services with movers with an F rating. I'd like a refund of the $791 I am out to movinghelp for a completely botched move.

  Business Response

  Date: 08/28/2026

  We apologize for the experience you had with your move. Based on the conversation that you had with Absolutely The Best Movers through the REMOVEDon MovingHelp.com, we do see that although the helper does claim they did deliver the boxes and were willing to provide the loading and return services at that time, they do admit that after some form of confrontation the customer that was present on site did ultimately request that they leave the job site without completing the service. Because the Payment Code was given to each of the Service Providers confirming to Moving Help that the services were completed satisfactorily and authorizing the release of the respective payments to the related helpers, Moving Help will not be able to provide a full refund for the entire amount paid for the services. However, as a one-time courtesy, we will issue a refund for the services not completed by Absolutely The Best Movers. Moving Help has issued a refund of $352.40 from the service OR-1da0fab5 with Absolutely The Best Movers which equals the amount they charged for the U-Box loading and return portions of the service. Please allow 3-7 business days for that refund amount to appear back on the REMOVEDused to pay for the services.
  
  
  

• Initial Complaint

  Date:08/25/2026

  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. Rather than sending professional, vetted movers, Moving Help (a Uhaul subsidary) dispatched a mother and two young childrenone having just completed 7th gradein violation of Fair Labor Standards Act (FLSA) regulations regarding strenuous minor labor and in beach of the firm's representation of professional, capable labor. MA state guidelines forbid minors under 16 from loading or unloading trucks, freight handling, or performing heavy manual labor. Deploying young children for commercial moving directly violates state law and breaches the basic standards implied by the Moving Help Marketplace.2. The crew arrived unprepared, lacking tools required to unbolt and open my U-Boxes and demonstrated no training in basic moving skills. They stacked items haphazardly, blocked entryways, and proved incapable of following basic instructions about where boxes were meant to be stacked.3. The two children spent much of the time standing around, talking, and on their phones. Because the crew was unable to perform the job efficiently, I was forced to perform 100% of the U-Box unloading along with much of the heavy lifting into my house. Charging for labor while requiring the customer to perform the lion's share of physical work represents a total failure of service.4. I provided the 6-digit payment code at the end of the two hours to de-escalate the interaction and ensure the crew exited my property without a hostile confrontation so that I could return to my family responsibilities.5. My initial order called for delivery/storage at the REMOVEDfacility in REMOVED, REMOVEDat REMOVEDonly 2 miles from my home, but I was billed for delivery from a facility 36 miles away, despite prior assurances to the REMOVEDthe platform facilitator, REMOVEDand its subsidiary Moving Help have a duty to investigate providers that misrepresent their operational capabilities and deploy non-compliant minor labor. I am entitled to a full refund of $639.95.

  Business Response

  Date: 09/03/2026

  Moving Help has already addressed these issues with the customer directly. REMOVEDis a neutral Marketplace where independent labor services advertise, and we have no control over or liability for the independent Service Providers. Regarding the helpers being provided by the local Service Provider being underaged, Moving Help has contacted Extra Set Of Hands Moving about that allegation and they have denied that is the case. Per the Terms & Conditions that customers agree to in order to schedule REMOVEDservices, Moving Help makes no inquiries and has no oversite over the workers supplied by the independent Service Providers. If a customer is unsatisfied with the helpers provided by a Service Provider, we would recommend not having them provide the service until acceptable helpers are provided, however any complaints regarding the service would need to be resolved directly with the responsible Service Provider.
  Regarding the complaint surrounding the mileage charged for delivery, that is inaccurate. At the time the Moving Help order was placed the customer's equipment was located at the U-Haul location in REMOVED, REMOVEDand the 36 miles that were charged were accurate for the delivery and return distance for that equipment. There was no change in pickup or drop-off location, and no additional charge for extra miles was accrued. The payment for the Moving Help service was collected in full at the time of booking, and the confirmation email the customer was supplied at that time did specify the delivery included 36 miles of travel. Moving Help has no control over the location of U-Haul's equipment or the delivery distance required, so any questions about the location of the U-Box equipment should be directed to U-Haul. Customers are responsible to pay for the miles necessary to complete their service.
  Moving Help will not be able to provide a refund for the order. Per the Terms & Conditions agreed to when the order was placed, any disputes over the service would need to be resolved directly with the responsible Service Provider. If you are unsatisfied with the service provided by Extra Set Of Hands Moving, any potential compensation or refund would need to be pursued directly from them. Their contact and business information has been provided.

• Initial Complaint

  Date:08/18/2026

  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 used Uhaul Uboxes to contract movers and ship my belongs from REMOVEDtx to Victorville ca. I also purchased insurance incase of damages. The movers didnt use the provided moving blankets and as a result a custom large printed photo was dented by improper packing. It now has to be reprinted. My new cream sectional has been stained with black on all edges due to being improperly packed. My daughters bunk bed set has cracks in it due to being improperly packed. I have had to clean every single item by hand as they were dirty from the containers being dirty when packed and now being wrapped with moving blankets. I have contacted the company multiple times in order to make an insurance claim to have my items replaced and/or cleaned but all that happens is I get transferred around, my calls are not returned or I get hung up on.

  Business Response

  Date: 08/27/2026

  Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. Per the Terms & Conditions any disputes over the service including damages would need to be resolved directly with the responsible Service Provider.
  
  If the helper is unwilling to resolve the issue with you, your next available step is to pursue the Moving help provider outside of MovingHelp.com through the appropriate legal channels. I see we have sent you all of the business information we have for the Service Provider, REMOVEDmoving, via email on 8/8/26. Unfortunately, MovingHelp.com cannot require that the individually owned and operated company pay you any sort of restitution. MovingHelp.com only provides the web site needed to connect individually owned, independent service providers with their local customer.

  Customer Answer

  Date: 08/29/2026

  I purchased shipping insurance through REMOVEDso it is their responsibility to ensure my damages were covered. I cant even get anyone to take my claim. REMOVEDjust keeps sending me to different departments. 

  Business Response

  Date: 08/31/2026

  We apologize for the issues you've experienced with your move. There was no coverage purchased as a part of your Moving Help order with the helper, Move Trooper, so if any damages did occur to your items during the load process, those disputes would need to be resolved directly with the responsible Service Provider as laid out in the Terms & Conditions that were agreed to when the order was placed. If the damages did occur during the shipping of your U-Box equipment that was conducted by U-Haul, and you did have some form of coverage purchased for that, we would recommend reaching out to REMOVEDdirectly to file a claim. They should be able to advise you if the damages you sustained were covered by the coverage you had purchased and assist with that claim process. File a Coverage Claim:
  REMOVED
  REMOVED

• Initial Complaint

  Date:08/13/2026

  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.

  On July 26, 2026, I hired Trill Movers through U-Haul Moving Help to perform a load-only move at REMOVEDin REMOVED, REMOVEDThe agreement was for the crew to professionally load our belongings into a 26-foot U-Haul truck. My husband then transported the truck to REMOVED, REMOVEDWe supplied more than 20 moving blankets and moving dollies to protect our furniture. My husband and I loaded half the truck ourselves with boxes and left all furniture for the movers. I called several times but the movers were hours late and movinghelp did not help with finding movers at the same price when i called complaining for their lack of communication. Unfortunately, the services provided fell well below the standard expected of professional movers. $3,000 worth of damage and email exchange where the movers accused us of purposely damaging our property ourselves. We offered a refund and just the table compensated but no resolution was made on both parties. The resolution was unprofessional on both parts.A refund of services and removing them from the platform seems like a fair resolution.

  Business Response

  Date: 08/18/2026

  Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. Per the Terms & Conditions any disputes over the service including damages would need to be resolved directly with the responsible Service Provider. 
  
  If the Service Provider is unwilling to resolve the issue, your next available step is to pursue the Moving help provider outside of MovingHelp.com through the appropriate legal channels. Unfortunately, MovingHelp.com cannot require that the individually owned and operated company pay you any sort of restitution. MovingHelp.com only provides the web site needed to connect individually owned, independent service providers with their local customer.
  
  We would also strongly recommend submitting a review for the Service Provider through your Customer Account on REMOVED. Customer reviews are the primary method customers use when selecting which Service Provider to utilize and are the best way to hold Service Providers accountable for their performance on the job.

  Customer Answer

  Date: 08/18/2026

  I understand that Moving Help considers itself a neutral marketplace and that disputes of compensation to be pursued directly against the service provider. We have already taken steps to pursue that matter through the appropriate legal channels.

  
  

  However, my complaint is not limited to our request for reimbursement from Trill Moving. We are also raising a serious concern regarding whether this provider should continue to be permitted to advertise and accept customers through the REMOVEDplatform.

  
  

  You stated that customer reviews are the primary method for holding service providers accountable, yet there are already multiple negative reviews concerning this provider. Customers are incentivized by movers in person to write a good review when showing the code and because theres a money back incentive. I believe any good reviews by Trill Moving are that case.

  
  

  In our case, the issues were not simply a disagreement over customer preferences. We experienced:

  
  

  A crew that arrived approximately 3.5 hours later than scheduled;

  Extremely poor communication;

  A job advertised/scheduled for 2 hours that took approximately 4 hours;

  Significant damage to multiple pieces of furniture;

  Deep scratches, gouges, and other physical damage to furniture that was not damaged before the move;

  More than $1,000 in documented property damage;

  A refusal by the service provider to accept responsibility despite our attempts to resolve the matter in good faith.

  
  

  We provided the movers with more than 20 moving blankets and moving dollies specifically so that the furniture could be properly protected. We also attempted to resolve the matter directly with the provider before pursuing legal remedies.

  
  

  Additionally, the provider has alleged that the damage resulted from us "scamming him". We dispute that characterization.

  
  

  This matter has now progressed to legal proceedings, and we are preserving evidence accordingly.

  
  

  I am therefore requesting that Moving Help:

  
  

  Escalate this matter for a removal from the Moving Help platform, given just this matter, i believe it is warranted.

  Business Response

  Date: 08/24/2026

  Hello,

  We apologize again for your experience with the Service Provider. Unfortunately, we are unable to guarantee the removal of the helper's account from the Marketplace. Based on the reviews submitted for this Service Provider by verified customers, they do have a rating of 4.5/5 stars, and we have no reason to believe those positive reviews were coerced by the helpers. We would recommend that you submit a review yourself for the experience that you had with Trill Moving. Once your review has been submitted that will be visible to other customers seeking to schedule REMOVEDassistance in the area.

• Initial Complaint

  Date:08/08/2026

  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.

  The company keeps on telling me that they did not receive payment for their services, but they did. They are refusing to refund me the $285.95 for the services I canceled because they claim I did not pay for it. I was also charged an additional $89 for their tardy arrival, which was unwarranted. I was not informed about the charge upfront, until the moment. I wan

  Business Response

  Date: 08/12/2026

  REMOVED,
  
  
  Thank you for contacting Moving Help Customer Support. 
  
  
  
  I sincerely apologize for what happened on you move with the Service Provider.  I did try to call you 2 times regarding your case.  The call goes right to a voice recording and I am not able to leave a Voice Message.
  
  
  I show that the The Credit $285.95 was refunded back to the your card ending in 3639 on 7-29-26. Below is a screen shot of when the funds were refunded back to your card.
  
  
  
  
  
  
  
  
  
  
  
  
  
  7/29/2026
  08:33:04 PM
  ($285.95)
  / ($285.95)
  Approved
  (060610) 618092
  4445091... Sent
  
  MovingHelp_PaymentSystem
  
  
  As for the JB-75cf00ff with Make A Move we show that the Service Provider did issue a refund of $89 back to your card ending in 6111.  This was done on the evening of 8-11-26.  If you have any other questions please do not hesitate to reach out to us.  You can call REMOVEDor email us at REMOVED.

   

  Thank you

  REMOVED.
  
  
  Moving Help Senior Lead

   

• Initial Complaint

  Date:07/27/2026

  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.

  U-Haul Container, Moving Help, Security, and Delivery Issues Customer: REMOVEDEarly June 2026 First Moving Help Appointment The first Moving Help company arrived at the pickup location in June 2026 to load my U-Haul container.Before leaving, I provided the movers with detailed written instructions and a written inventory of the property that needed to be loaded. I also provided locks that I had purchased for the container.Despite having the instructions, inventory list, and locks, the movers left the property without loading any of my belongings. They indicated that they intended to return later that day to complete the work Because I was required to leave for REMOVEDto begin employment, I had to depart with the understanding that the movers would return and complete the loading as agreed.Same Day Movers Failed to Return The first Moving Help company did not return later that day They did not contact me U-Haul the property owner nor anyone else to report that the work had not been completed.They also retained or removed the written inventory list and the locks I had purchased. After leaving, they stopped communicating.Following Days Repeated Attempts to Contact Movers I called the first Moving Help company several times and received no answer.I left multiple voicemail messages to make sure they had my correct telephone number and to determine whether the loading had been completed.There should have been no confusion about my contact information because the Moving Help company had previously called me using the correct number.Despite my repeated calls and voicemails, I received no response and was not informed that my belongings had never been loaded.Approximately One Week Later Failure Discovered Approximately one week later, I discovered that the first Moving Help company had never returned and had not loaded the container. My property had remained at the original location while I was already traveling to or REMOVED

  Business Response

  Date: 07/29/2026

  REMOVED,

  Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. Our goal is to provide a safe environment for exchanges between customers and REMOVEDService Providers. It is always our hope that by providing this marketplace, both parties will walk away satisfied with the outcome; however, we understand sometimes issues arise.

  We show you opened a dispute case with the Provider regarding the issue. They did respond with: Sir, at the time of your reservation the following contact number was: REMOVED, you were tried to communicate by phone call and text messages and never answered, in the same way an email was sent to you and it was unsuccessful to contact you, later you communicated through another telephone number and all the instructions you indicated were complied with. Again we apologize for the inconvenience caused and we will be sending evidence of the work and conversations carried out.

  After the REMOVEDyour next available step is to pursue the Moving help provider outside of MovingHelp.com through the appropriate legal channels. Unfortunately, MovingHelp.com cannot require that the individually owned and operated company pay you any sort of restitution. MovingHelp.com only provides the web site needed to connect individually owned, independent service providers with their local customer.

  REMOVED
  REMOVED
  REMOVED
  REMOVED, NM 87123

  REMOVED
  REMOVED- Cell

   

• Initial Complaint

  Date:07/01/2026

  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 am writing to formally express my dissatisfaction with the moving services I received from Top Safe Movers and to request an immediate resolution.First and foremost, three of my personal belongings were either broken or severely damaged during the move. I have photographs documenting the damage, as well as receipts and proof of the original purchase price for each damaged item.Additionally, my belongings were not handled with the level of care that should be expected from a professional moving company. Several of my items were left on the ground in the parking lot and outside in dirt and grass during nearly 100-degree weather. My belongings were left exposed instead of being promptly moved into my residence. When they were finally brought inside, many of my items were covered in dirt and grass, requiring me to clean virtually everything before I could begin unpacking. This level of carelessness is completely unacceptable.I was also extremely concerned by the conduct of the moving crew. During the move, there was a strong odor of what appeared to be marijuana coming from the movers. Additionally, one of the movers engaged in a loud argument with the manager in the hallway where other residents could hear. His yelling and hostile demeanor made me feel uncomfortable and concerned for my safety. This behavior was highly unprofessional and unacceptable. I immediately requested information regarding the claims process and asked for a resolution concerning my damaged property. Despite providing proof of the damage and proof of purchase, no meaningful action has been taken to resolve this matter. Your companys unwillingness to address the damage caused to my property demonstrates a lack of professionalism and accountability.I am demanding the following:A full refund of the $395.00 I paid for your moving services.Full reimbursement for my damaged property, for which I have photographs and proof of purchase.

  Business Response

  Date: 07/01/2026

  Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service.
  
  Per the Terms & Conditions that you agreed to at the time you scheduled the service, any disputes over the service including damages would need to be resolved directly with the responsible Service Provider. The helpers are not employees of Moving Help or U-Haul and we have no control over or liability for those independent helpers. Because your Payment Code was given to Top Safe Moving confirming that the service was completed to your satisfaction and authorizing the release of your payment to them, at this point Moving Help is no longer in possession of those funds and would not be able to provide a refund for the service.
  
  We do see you have opened a REMOVEDcase with the helpers and are awaiting their response. The helpers do have 14 days to respond to your case before it is automatically marked as Unresolved. We will send an email to that Service Provider advising of your complaint and asking them to respond. We would also recommend submitting a review for the Service Provider as that is the primary means available to hold the helpers accountable for poor service.
  
  If Top Safe Moving does refuse to resolve the issues with you, the next step would be to pursue legal action against them directly using the business information provided in the email you were sent yesterday by one of our managers.

  Customer Answer

  Date: 07/01/2026

  I am unable to log into my account . I used the rest password tool and I never received an email to rest the account . I am asking to be refunded for the charge not the damages . I dont understand why moving help can not refund my money ? I will pursue damages legally if they do not respond and initiate a resolution .

  Business Response

  Date: 07/02/2026

  I do see that you were able to sign in to your Customer Account on 6/30 and open the REMOVEDcase with the Service Provider, but if you are now having issues accessing that account, I have sent the password reset link to you at REMOVEDso that should be in your inbox now.
  
  Unfortunately, Moving Help is no longer in possession of your funds and so is unable to provide a refund for that service. By giving your Payment Code to the Service Provider, Top Safe Moving, that is your confirmation to Moving Help that the service was completed to your satisfaction and that you authorize the release of your payment to that helper. Once you release your Payment Code and the Service Provider collects the funds, Moving Help no longer holds that payment so any potential refund for the service would need to come from the helpers directly as they have received that payment per your authorization.