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:10/23/2025

  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 moved from ******* to ******* and used ***** services to complete my move. I used a moving company that was recommended and paid for through U-Hauls move assist program. The company, ************ Moving, damaged my floor. Before they left my home, we talked about it and they said to send them the bill for damages, they would cover it. I have the text messages to confirm this as well. ************ Moving has stopped responding to me and it seems as though they are evading covering damages. I took the next step and brought ***** into the problem and I am still not successful in getting my problem fixed. ***** basically told me they cant do anything other than offer legal service suggestions. I tried my best to work with both companies but I am getting nowhere and I have a broken floor that is getting worse. ***** suggested this moving company and I paid extra for insurance. I would either like a refund of the moving help or for someone to pay for the damage. It is getting worse and it may be increasing the price for the repair. My quote for the repair was from a week after the damage. Size of damage is about 40% larger now.

  Business Response

  Date: 10/23/2025

  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. We have saved the screenshots you have provided and will use those to review the Service Provider's account and their status on the Marketplace.
  
  Regarding any compensation, per the Terms & Conditions that were agreed to when the order was placed, any disputes over the service including damages would need to be resolved directly with the responsible Service Provider. Also since the Payment Codes were given to the Service Provider confirming the service was completed to your satisfaction and authorizing the release of the funds to those helpers, at this point Moving Help no longer holds those funds and would not be able to provide a refund for the service fee.
  
  As any potential compensation would need to be pursued from the responsible helpers directly, you may contact your Moving Help Service Provider directly for resolution or to pursue any necessary legal action if you decide to do so. We will also email the Service Provider asking that they contact you to resolve the issue, however as the neutral Marketplace we have no way to compel them to provide any resolution.

  Customer Answer

  Date: 10/24/2025

  I felt pressured to give the payment codes before he left, I didnt know I could keep them until the damage was recovered. It seems like the moving company did though and used that to his advantage because now he will not respond to me. Very disappointing that I have damage in my home and there is no assistance or care. What about the insurance I added to my service?
  

  Also, I was waiting to leave a review of the company for after this matter was resolved. I went to go back in and was unable to leave a review. Could you please email me a link to leave a review for ************ Moving?

  Business Response

  Date: 10/24/2025

  I apologize again for the experience with those helpers. I have sent you an email with the review instructions and links so that should be in your inbox now. Please be advised that in order to submit those reviews you would need to sign in on MovingHelp.com using the email address that was provided when your order was placed, **********************************. You do have 60 days from the scheduled service date of 9/9/2025 to submit the reviews so we would recommend submitting those as soon as possible. 
  
  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.

• Initial Complaint

  Date:10/16/2025

  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 am filing a complaint against U-Hauls MovingHelp.com platform regarding significant damages to my property during a move on 10/15/ 2025. I hired independent contractors through the platform to pack, transport, and unload my belongings. While U-Haul classifies these service providers as "independent contractors," U-Haul is still legally responsible for their actions under consumer protection laws due to its involvement in endorsing, marketing, and processing payments for the service.What I Expected: Safe, professional handling of my property.Items to be transported and unloaded without damage. Timely and professional service, with careful attention to the condition of my belongings.What I Received:Several items were scratched, dented, or otherwise damaged during *************************** belongings were returned in a dirty condition, with multiple items infested with bugs.The laborer unloading the truck explicitly stated that the loading was done unprofessionally, further confirming the lack of care during handling.The following items were damaged:Headboard Dirt stains and broken LED cord Bedside Table Scratches and discoloration Kitchen Chair Scratches Lamp Visible damage TV Scratch on back panel Mirror Scratch Makeup Stand Structural damage TV Stand Scratches on both stands General Condition Multiple items returned dirty and infested with bugs Under the ************************ Act (15 U.S.C. 45(a)), U-Haul is responsible for the conduct of the service providers it promotes. By marketing these providers as trustworthy professionals, U-Haul is liable for the damage caused during the move.I expected a smooth, professional service, but instead, my property was returned damaged, dirty, and infested. I am requesting that U-Haul take full responsibility for the damage and compensate me for the total loss.

  Business Response

  Date: 10/17/2025

  We apologize again for the experience you had with your move. Moving Help is a neutral venue?and?each Moving Help service provider is an independent laborer who is responsible and accountable for their own customer satisfaction?and?level of service. Our goal is to facilitate honest exchanges between customers?and?****************** Service Providers using unedited customer reviews and a secure payment system. 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.  
  

  Unfortunately as the neutral Marketplace Moving Help would not be able to provide any type of compensation for damages. Per the Terms & Conditions?that were agreed to when the order was placed, any disputes over the service including damages would need to be resolved directly with the responsible Service Provider. Furthermore as Moving Help is a neutral Marketplace, we do not endorse any individual Service Provider?and?use unedited customer reviews to help customers locate an appropriate **********************.    
  

  If you are interested in pursuing compensation for damages, you should contact your Moving Help Service Provider directly for resolution. You do also have the right to pursue legal action against the Service Provider if they are unwilling to resolve your issue with you. 
  

  Regarding your mention of a potential bug infestation, that would seem to be more related to U-Haul's shipping and storage of your U-Box container rather than the loading provided by the Moving Help Service Provider. The local helpers only deliver the U-Box container from the U-Haul location to your home, load or unload, and then immediately return it to U-Haul for storage and shipment to your destination. If there were any damages or other issues that occurred during storage or shipping from ******* to **********, **, we would recommend contacting U-Haul directly for any potential compensation. 
  

  Customer Answer

  Date: 10/17/2025

  Your claim that youre simply a third-party site and your suggestion that I take the mover to small claims court is both unreasonable and unacceptable.
  I booked the mover directly through your platform, paid through your system, and relied on your brands reputation. Nowhere was it made clear that U-Haul assumes no responsibility if things go wrong. In fact, the way your site presents these movers strongly implies they are vetted and backed by U-Haul.
  Referring me to small claims court after U-Haul facilitates and profits from the transaction is not a legitimate resolution. But is in fact an additional and unnecessary burden along with the loss of my items.  If U-Haul is going to connect customers to service providers, it has a duty to stand behind them or make the risks crystal clear up front.
  I am again, requesting compensation for the damages caused.

  Business Response

  Date: 10/17/2025

  We apologize again for your experience. Unfortunately that compensation is not something that Moving Help would be able to provide. I did request the recording of your call with the U-Haul agent where the Moving Help services were scheduled, and the U-Haul agent that did place that order did advise that your items are not insured for loss or damages and did read our Terms & Conditions: "By placing a request, you acknowledge and agree that U-Haul, Moving Help and its employees do not perform the service and any potential disputes over the service would need to be resolved directly with the responsible Service Provider. You waive and release U-Haul and Moving Help from any liability for any personal injury or loss or damage to goods caused by the selected Moving Help Service Provider."

  Moving Help is separate from U-Haul and only provides the local labor assistance to deliver and load the U-Box equipment at your origin and destination locations, so if any damages did occur during shipment or storage by U-Haul we would recommend communicating directly with U-Haul about those issues. Unfortunately if damages did occur during the act of loading the U-Box those issues would need to be resolved directly with the responsible Service Provider using the information provided.

   

• Initial Complaint

  Date:10/07/2025

  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.

  
  

  1. Did you hire the moving helpers with U-Haul or did you contact them separately? No they were part of the uhaul reservation. But apparently u haul takes no responsibility for the. Even tho it was booked thru uhaul. 

  
  

  2. Would you please provide a copy of your contract with U-Haul and with Alberta First Helpers? Yes

  
  

  3. Did you get insurance cover for the rental equipment and your property? Would you please provide your receipt? Just whatever comes with uhaul

   

  
  

  4. Is there a email I can foward all this too? Trying to go back and forth to screen shot it all is getting messed up

   

  Customer Answer

  Date: 10/07/2025

  I rescued a uhaul and on the website you can pay extra to have moved come out to move you. The movers dammaged our stuff and the rental. I contacted the owner he said he would help me then blocked me. Uhaul said tough luck to deal with him. So I have no way to get my money back or dammages paid for.

  Business Response

  Date: 10/08/2025

  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 ****************** Service 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.
  
  Unfortunately since the Payment Code was given to the Service Provider authorizing the release of the payment to them, at this point Moving Help is no longer in possession of those funds and would be unable to provide a refund for the 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.
  
  You may contact your ****************** Service Provider directly for resolution, or to pursue whatever legal action you decide may be necessary. The business information we have on file is:
  
  Business Name: ******* First Helpers
  Owner Name and Address: ********* *****
  ******************
  *******************
  Phones: **************, **************, **************
  Emails: ****************************************, ******************************* 

  Customer Answer

  Date: 10/08/2025

  
  Better Business Bureau:
  
  I have already replied to these questions how many times do I need to reply?

  
   

  
  

• Initial Complaint

  Date:10/07/2025

  Type:Sales and Advertising 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 hired KMJ Junk Removal through U-Hauls Moving Help marketplace to provide moving labor. On 07/31/25, their crew packed our truck negligently, laying one flat-screen television flat on its back, placing one inside our couches, and tightly taping cushions to both TVs, which caused damaging tension and broke the ****** liability waiver was signed, and they failed to provide the certificate of liability insurance that my landlord required.After I filed a dispute through MovingHelp, customer service promised both a refund of the job and reimbursement for the damages. In a phone call, the owner (****) stated a check had already been mailed (despite not even asking who he was speaking to or for my case number and failing to provide any tracking), but no payment has ever been received. In the customer service messages, ********************** staff repeated my report that **** claimed he sent a check. MovingHelp customer service has also reached out to **** but he refuses to respond and has blocked my number.U-Haul/MovingHelp confirmed in writing that the owner said he was sending a check, but they cannot force the payment. This companys actions amount to negligence and deceptive practices. They caused property damage, admitted responsibility, promised restitution, and then failed to follow through.I am requesting a full refund of the moving job and reimbursement for the value of the damaged televisions.

  Business Response

  Date: 10/08/2025

  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 ****************** Service 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.
  
  Since the Payment Code was given to the Service Provider authorizing the release of the collected payment to those helpers, at this point Moving Help is no longer in possession of those funds and would not be able to provide any form of refund. 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 refusing to resolve the issue, your next available step is to pursue the Moving help provider outside of MovingHelp.com through the appropriate legal channels using the previously provided businss information for that Service Provider. 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. You do have a few ways to handle and resolve issues with your Moving Help Service Provider: leaving a review, utilizing the ************************** or direct communication with the provider.  

• Initial Complaint

  Date:10/05/2025

  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 ordered moving help from U-Hauls website. Day of the movers canceled on me due to rain after my U-haul has been retrieved. They told me to cancel my job to get reimbursed. Then told they could do it possible get paid through *****. The whole thing was shady and left me without movers day of.I had an injury, and still had to move myself with no help, in the rain. It set me data back in my move due to my injury being worsened and needing recovery before begin unloading my things.Using this service worsened an already bad injury, the move took 3x longer, and set me back days in my move.The least they could do is refund the U-Haul, if not cover any medical expenses I now need to spend.

  Business Response

  Date: 10/06/2025

  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. 
  
  We do show that you have been provided a full refund of $694.95 by Moving Help for the service when that cancellation was processed on 10/4. If you are seeking any additional compensation beyond the full refund that would be something you would need to pursue directly from the responsible Service Provider. 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.
  
  You may contact your ****************** Service Provider directly for resolution. The contact information we have on file is:
  
  Business Name: High Priority Moving LLC
  Owner Name and Address: ****** ******
  ******************************************************************************
  Phones: **************
  Emails: *********************************************** 

• Initial Complaint

  Date:10/03/2025

  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.

  I order a labor from U-Haul, in ****, **, to unload my moving. No truck. They charged my card. However, when I called the company, they said that they could not come due being in another appointment, therefore they told me that they have to cancel. However, my card was never refunded. I called them and they said It would ge refunded. But after almost a month the charge is not refunded.

  Business Response

  Date: 10/06/2025

  We apologize for your experience with the Service Provider. We do show that a full refund of the $255.95 that was charged for the service JB-21ef8bcb on 9/9/25 was refunded back to your Master Card that same day when the cancellation was processed. Refunds for both the $250 Service Fee and the $5.95 Handling Fee were issued back to your card on 9/9 and should have posted within 3-7 business days from that point. If you have not yet seen those two refunded amounts appear back in your account we would recommend contacting your financial institution directly for clarification and assistance.

  Customer Answer

  Date: 10/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** Dauricio
  
   
  

• Initial Complaint

  Date:10/03/2025

  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 had a **** delivered to *****. At the time of booking, i was very clear that I wasnt 100% sure of my final destination and was told with moving help, i can hire a team to bring the ubox down and unload it. I have now hired 3 crews over the past month and all 3 have suddenly have vehicle issues on the night prior or the day of service. They keep rescheduling and i keep buying new parking permits and clearing my schedule for the entire day of delivery. Meanwhile, i am getting charged for storage through uhaul and they keep referring me to moving help, who keeps scheduling companies who cant complete the job. I just want my stuff delivered

  Business Response

  Date: 10/08/2025

  Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service providers. I do see that you have spoken to one of our phone agents and have decided to receive a full refund and find assistance elsewhere. That refund was issued back to your card on 10/3 and should post within 3-7 business days from that point. 

  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. 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.

• Initial Complaint

  Date:09/30/2025

  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.

  ****** hired U-Haul to move some furniture from ************** to *************. U-Haul contracted with a partner to load the furniture into U-Haul's Box. The partner then put a lock on the box and charged ****** *****. When the Box was delivered to the homeowner in ************, there was no key to the lock on the Box. The homeowner had to pay ***** to remove the lock. Seems like a scam to me. ****** would like to be reimbursed for ******.

  Business Response

  Date: 10/06/2025

  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 ****************** Service 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.
  
  Per the Terms & Conditions any disputes over the service would need to be resolved directly with the responsible Service Provider, so if you are interested in pursuing potential compensation that would need to come from those helpers directly. You do have a few ways to handle and resolve issues with your Moving Help Service Provider: leaving a review, utilizing the ************************** or direct communication with the provider. I have sent an email with all of those instructions as well as all of the business information for those helpers in **.

• Initial Complaint

  Date:09/19/2025

  Type:Product 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 contacted UHaul to rent 2 UBoxes to move from ** to ** and also used their services provided at movinghelp.com to hire movers to load the 2 UBoxes. The ***** representative that I spoke with when I placed the order assured me that I could rely on the moving help advertised on the movinghelp.com website. With the ***** representatives recommendation, I reserved The Careful Movers located in ********, ** to load the contents of my apartment into the 2 UBoxes, as well as transporting the UBoxes to my apartment and then back to the ***** location to be shipped to the destination.There were many issues with the moving help that The Careful Movers provided. They did not use the protective padding to protect my furniture and jammed the furniture together so when it arrived in **, I had damage to 2 pieces of furniture. There were 24 furniture pads provided per UBox (48 total) but only 8 pads were found when the UBoxes arrived. I reached out to *****, Movinghelp.com, and The Careful Movers. After many emails, The Careful Movers agreed to refund to me the amount that I paid to them and Movinghelp.com agreed to refund the portion of the payment that they keep from the total amount that I paid. The Careful Movers asked me how I would like to receive my refund and I indicated I would like to receive a check and gave them my current address. They told me they would process the refund in 2-3 business days. After almost 2 weeks, I did not receive the check so I reached out to them again. After 2 more emails, he pretended that he still needed to know how I would like for him to process the refund (i.e., Venmo, ******, etc.) and he would process the refund immediately. Since I didnt want to wait any longer, I gave him my Venmo information. That was 2 days ago and I have not received the refund. I have emailed him twice and sent him a text message, but no response and now they keep ignorning me. I have attached the email exchange with the refund agreement.

  Business Response

  Date: 09/24/2025

  Please accept our deepest apology for the difficulty and inconvenience you have encountered with your service provider. Based on the email documentation you have provided from The Careful Movers where they have confirmed that they will be issuing a refund for their portion of the Moving Help payment, we have issued a refund for our Marketplace Fee amount back to your Master Card. Our refund of $53.52 has been issued back to your card and should post within 3-7 business days.

  We are also contacting the Service Provider to ask about the status of the refund they have promised. As the Service Provider is their own independent entity and are not our employees we do not have an ability to force them to provide a refund of the 269.98 that they received to you, but they are being advised that failure to honor the agreements that they have made will result in a review of their account on our Marketplace. Hopefully they do contact you soon to provide you with that $268.98 refund. If that Service Provider continues to be unresponsive or refuses to provide that refund to you, please let us know by email at ********************************** for us to further review the helper's account.

  Customer Answer

  Date: 09/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I would also like to confirm that I have received the refund from both parties.

  
  
  Regards,
  
  ****** ***********
  
   

  
  

• Initial Complaint

  Date:09/16/2025

  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 8/11/25, I hired ******** through U-Hauls Moving Help platform for 3 hours of loading/unloading. The night before, *** called via TTDY to confirm, but did not inform me he would be one of the movers and fully hearing impaired. On moving day, *** and **** arrived; they primarily communicated through sign language, which made giving directions difficult. I had warned them in advance there were many boxes and that the house was chaotic. I also apologized several times, as my son-in-law (who was supposed to help) canceled last ********* the end of the initial 3 hours, they said they needed 2 more hours. I agreed, but once approved, their pace slowed significantly. After loading, we drove to my new home. With ~45 minutes left in the 2-hour extension, they told me it would take another 45 hours to finish. I could not afford this. At the end of the 2 hours, I believed the job was complete, so I paid them directly via Venmo **************** (off-platform).After they left, I discovered half the truck was still full, including the heaviest items. My husband, who was already working 10-hour shifts, had to unload everything himself over several hours, with only limited help from me (physical restrictions) and none from our child (injured knee).I later learned that all extra hours should have been processed through U-Hauls system at a lower rate. The money I paid off-platform would have covered multiple additional hours if handled properly. Instead, I overpaid, the movers violated U-Hauls rules, and they left the job unfinished.Requested Resolution:Review ******** for misconduct.Reimbursement or credit for services not rendered.Assurance that Moving Help rules are enforced to protect future customers.

  Business Response

  Date: 09/17/2025

  We apologize again for the experience that you had with the Service Provider. Your feedback regarding the Service Provider accepting payment for additional services outside of the Marketplace has been noted for us to review the Service Provider's account. The ****** review you had submitted for the helpers does also appear on the MovingHelp.com site and does negatively impact the helper's rating on the Marketplace.
  
  Unfortunately regarding a refund for any additional payments made directly for the Moving Helper for incomplete services that would need to come from them directly as they are in possession of those funds. We do see you opened a ***************** case to which those helpers responded and declined to provide a refund. If the responsible Service Provider is refusing to resolve the issue with you then unfortunately the next step may be to take legal action against those helpers if you choose to do so. You can utilize the business information for ITEMS ** that we have provided to you in our previous communications to assist with that process.
  
  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.