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:05/05/2025

  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 HAVE NOT BEEN REFUNDED $170. I have not.I rented service through UHual but then a man called me to cancel it because he said he broke his leg. Then UHual charged me more $33 and set me up with a new day. But then that did not work out either and UHual refunded me $33 and then never ever ever refunded me the $126. They also dont answer phone. They sent me an email of a receipt of refund for $33. I got the $33 too. They then provided me an email saying that the method of payment for $126 went to e-commerce. Well I dont know what that excuse is either.I have not had a good experience with this company and had $126 taken and not refunded and they are not even trying to refund me. I am due my refund of $126 because they never gave me a service. They wont even acknowledge me. Please make them refund me $126 immediately. This happened a week and a half ago. They dont even rectify this. I sent them a demand letter too on May 1st and they have also ignored ***** well they charged me $170 at first.Refunded me $120.Charged me $33 more.Refunded me back $33.They owe me all my money $170.Ive attached all records and receipts of $170 charges.

  Business Response

  Date: 05/09/2025

  Refunds have already been issued for both the $125.95 and the additional $33 that was collected on 4/26. Refunds of $27.05 and $5.95 were sent back to the card on 4/29 and the remaining $125.95 was returned on 5/2. Posting times are dependent on your bank but typically refunds will post within 3-7 business days from the date issued. If after 7 business days you have still not seen those refunds we would recommend contacting your financial institution directly for clarification.

• Initial Complaint

  Date:04/30/2025

  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'm not sure why the movers already charged $155.95. I assume that's for JB-b21031d9 Order #8dcd08b3, which never got done, the guy calling me this morning to say that they've been in a car accident, car totaled? It was my understanding that charges couldn't be made to the account without their being given a payment code, maybe I understood wrong? Also, the $325.42 charge?... Listen, I got stood up by 3 sets of movers, had to find neighbors to unload the truck this morning, would still be here wondering what to do if there had been any actual heavy furniture, and UHaul was nice enough not to charge me another $68, or whatever, for being a couple hours late returning the truck (although they did try to make it seem as if I owed them gas even though I actually gave them gas, we got that fixed). There was apparently some confusion as to whether or not it was JC or Jaws Moving that actually worked yesterday, codes getting confused? I'm telling you, Jaw Moving is not responsive at all, no voicemail, no text, no emails. Anyhow, I have apparently been charged a total of $445.35 (-325.42-$155.95+$36.02 partial refund), when all I really got was two guys for one hour in ********, that had identified themselves as JC (foreign guys?), and were using the phone number ************. I think they shouldn't have taken more than $131? Not sure, but it seems like someone has taken around $350 more than they should have! I want to make sure the two foreign guys get paid, but only for the work they did, getting my $350, or whatever, back, where it is. I'd also like to find out if the other two sets of movers (AJ Smooth Transfer Solutions and GoodHandsMoving) are actually hurt from car accidents, cause if they're not, they need be taken out of the loop as to who is allowed to offer their services to people seeking them.

  Business Response

  Date: 05/09/2025

  We do show that refunds have been issued for all of the cancelled services. A refund of $36.02 was issued on 4/29, and refunds of $150.00, $125.95, and $5.95 were issued on 4/30. Another refund of $5.95 was issued on 5/6 when the review was submitted for the order that is marked as Completed.

  Customer Answer

  Date: 05/09/2025

  
  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,
  
  **** *******
  
   
  

• Initial Complaint

  Date:04/19/2025

  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 hired the movers under your website to move my items. The movers allowed my fridge to slide down the stairs. Upon trying again, the side doors of my fridge was dented and scratched. My fridge is only one month old. The owner of the moving company acknowledged he would repair it. I have yet to hear anything from him. ***** contracts these owners and they have no insurance nor license to operate.

  Business Response

  Date: 04/21/2025

  Unfortunately per our Terms & Conditions we do not make it mandatory for the independent Service Providers advertising on the site to be licensed or insured. Per those terms any disputes over the service including damages would need to be resolved with the responsible helpers directly. We see you have opened a ***************** case with the helpers and we have added the photos of damages that you provided. The helpers have 14 days to respond to your case before the case is automatically marked as Unresolved. If they do refuse to resolve the issue unfortunately the next step would be to take legal action against the helpers responsible using the business information previously provided. We have sent the Service Provider an email asking them to contact you directly to resolve the issue.

• Initial Complaint

  Date:04/01/2025

  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.

  MovingHelp.com recommended ********************** for $345.45 for moving me out at ************************************************* for 3/12/2025 Moving Date. On 2/28/2025, they charged my ******** Card for $345.45. The movers were great moving me out but they refused to complete the Move-In Job at my new location. The two movers stated that it was not safe to lift the small boxes(11"17"12") and place them in the attic storage, because they are too heavy. Instead of them finishing their work:1) They placed kitchen boxes in the livingroom,2) bedroom furniture work table in the diningroom; 3) Livingroom: They placed Storage items: 1 White Light Storage Box, air fryer, microwave,4) At the beginning of the Move In, the male mover already notified my roommate that he isn't putting anything attic.6) I suggested halfing up the boxes; so they can complete their work. I gave them several empty boxes. The female mover stated we don't half up the boxes; that's beyond what we get paid for.7) For an hour, the two movers sat in my bedroo work chair and stood around watching me halfin up each box; it was 20 boxes they had complained about. They refused to assist me in any way.8) I ran out of empty boxes; so I started emptying more boxes. Then the female mover shows up and says, "Time is up for the Move In. If you want us to continue, you must $85 more." I refused to pay more and I made the mistake of providing the two Payer codes to her. 9) They left my work chair in the driveway and 10 boxes on the Uhaul Truck.I reported the issue on 3/13/2025 to Uhaul, MovingHelp.com, sent an email to MovingHelp about the ***** in w/photos, called ****************** on 3/17/2025 and submitted dispute w/photos, and filled out all customer surveys. On 3/30/2025, I placed all companies on sane email and no response. I called ***** ********** on 3/27/2025 and no returned call. ********************* never acknowledged the dispute nor offer a resolution. My mom died on 3/1/2025; I was grieving

  Business Response

  Date: 04/08/2025

  Please accept our deepest apology for your experience 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 per the Terms & Conditions by giving the Payment Code to the Service Provider that is confirmation to Moving Help that the service was completed and authorizes the release of the collected payment to those helpers. Since that payment was released Moving Help is no longer in possession of those funds and any potential refund or compensation would need to come from the responsible Service Provider 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. We do see that as of now there has not yet been a review submitted for the helpers and no ***************** case has been opened on the MovingHelp.com site. We would recommend doing so by following the instructions that were sent by email on 3/29. That email did also include all of the business information that we have on file for that Service Provider. If the helpers are unresponsive or 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.    

• Initial Complaint

  Date:03/22/2025

  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.

  On February 13, 2025, I initiated a move from *************, **, to ************, **. The move consisted on renting two (2) U-Box containers to U-Haul and having movers load the containers. The movers (IV Squad) were contracted through the MovingHelp feature offered by U-Haul on their website/app. After the containers were loaded, I inspected them and locked the door. The transcontinental move took a couple weeks and the containers were delivered to my residence in ************ on March 3. Upon opening the containers, the movers noticed that some items were damaged or broken (see list and pictures attached). I had contracted an insurance with U-Haul (******* is the insurance company) that I thought would cover such damages. It turns out (fine printing) that it does not cover for damages due to shifting during transportation. After confronting U-Haul about the issue (them selling insurance prior to sending the details and without disclosing what it covers), the insurance premium was refunded. U-Haul suggested that I turned to the moving company (IV Squad) to claim the damages. The moving company defends itself by stating that I was present during loading and that I did not express any concerns then. I was indeed present during loading, but was also moving items back and forth so I did not oversee the full loading (i.e., I do not know how items were stored/organized inside the containers, I just saw the final result that only shows items by the door). Also, I (mistakenly) trusted the movers to store items in a way that would avoid excessive shifting or, at least, protect them (e.g., wrapping them in blankets) in case shifting occurs (after all, they are the professionals here, and are recommended by U-Haul through Moving Help). Bottom line, I have a few damaged/broken items and no one seems to accept responsibility for it. Is it just bad luck and/or am I to blame for not micro-managing the movers? What is my recourse here, if any? Thank you.

  Business Response

  Date: 03/25/2025

  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. Per the Terms & Conditions any disputes over the service including any damages caused by the independent Service Provider would need to be resolved directly with those responsible helpers. If the Service Provider is responsible for the damages but 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. 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: IV SQUAD
  Owner Name and Address: **** *****
  **********************************************************************************
  Phones: **************, **************
  Emails: ******************************* 
  

  Customer Answer

  Date: 03/25/2025

  I should not have to personally deal with this issue with the movers. Even though it is an independent third party, the service was booked through U-Haul. This is a typical example of companies rejecting the responsibility on one another and the consumer left with no satisfactory resolution at the end. 

  Business Response

  Date: 03/25/2025

  We apologize again for the situation. Unfortunately as the neutral Marketplace we are unable to get involved in disputes between the two independent parties. We do see that the Service Provider did dispute that they caused any damages during the service so if the helper's were responsible for the damages the next step would unfortunately be to pursue legal action against the responsible Service Provider using the previously provided business information. Per Section 10 of the Terms & Conditions:
  
  10.Disputes with Moving Help Service Provider and Your Release/Waiver of Liability.
  Because we only operate a web site and do not provide any of the Services (as already explained above), We are not responsible for resolving any disputes between You and the Moving Help regarding the Services or the Moving Help. You agree that all of these types of disputes must be resolved between You and the Moving Help.
  Furthermore, the Moving Help request and its acceptance and if applicable, any resulting provision of Services, are solely between You and the Moving Help. Therefore, when and where there are any claims, demands, liabilities, damages or losses incurred as a result of the same, You, your heirs, successors and assigns, do hereby waive and release Us (Our officers, directors, agents, parent, subsidiaries, affiliated companies and employees) from any such claims, demands, liabilities, damages or losses.
  You acknowledge and agree that both You and the Moving Help each have the right to pursue a claim against one another in a Court of competent jurisdiction or in another similar forum of dispute resolution.

• Initial Complaint

  Date:03/09/2025

  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.

  Original transaction date: 3/3/25 ************ was not recieved after booking: 3/3/25 Date of cancelation with u-haul: 3/3/25 Date of cancelation with movinghelp.com once pending charge was noticed in bank account: 3/4/25 Most recent 'ghost charge' to appear in account:3/9/25 Total of 'ghost charges' OR deductions on bank account: 5 Total of credits given back to bank account: 4 The 'ghost charges' have been happening almost every single day for 6 days. Once one is resloved, another 'ghost charge' appears pending into my account.

  Business Response

  Date: 03/10/2025

  We apologize for any confusion or issues with your card. There have been no attempted transactions from Moving Help to the **** Card ending in 2723 since the order was successfully processed on 3/3, so unfortunately if you are seeing further attempted charges since the successful one where the order was placed those are not being initiated by Moving Help. We would recommend contacting your financial institution directly for clarification and assistance. On 3/3/25 there were three attempted charges of $195.95 by Moving Help to the **** Card that was used. The first two transactions were unable to be processed due to the billing address being submitted incorrectly and so those first two charges were immediately reversed back to the payment card used. The third attempted transaction was successfully processed and payment was collected for the Moving Help service, and then on 3/4/25 that order was cancelled and refunds of the $190 Service Fee and the $5.95 Handling Fee were issued back to the payment card. Based on the screenshots it does appear that the two immediate reversals of $195.95 and the refunds of $190 and $5.95 have all been received. Posting times are dependent on your financial institution but it is possible for the transactions to not hit your account for 3-7 business days after the refund was issued.

  Customer Answer

  Date: 03/10/2025

  
  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.

   

  my bank has td me to contact the business company to resolve all of the 'ghost charges' im just cancelling that card and getting a new one since its been 7 days and the 'ghost charges' are still popping up on my account.
  
  Regards,
  
  ********* *******
  
   

  
  

• Initial Complaint

  Date:01/13/2025

  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.

  I hired *** Movers for my move July 3, 2024 through Movinghelp.com via the U-Haul website. The reservation was for 4 hours of moving help. July 3, two movers showed up to load and unload my U-Haul. Upon unloading and unpacking my furniture on July 3, damage to multiple items was noted. Damages were reported to the moving company directly on July 3 and I was told the owner was being notified to make an insurance claim. Since July 3, the company has not responded to calls or texts and no attempts to resolve the issue have been made. Upon contacting MovingHelp November 11 and November 13 to report the issue, I have only been made aware that they are not liable for any issues with the moving help provided. Upon requesting the ability to write a review to alert other customers, I am told it is past the 60 day window and I am no longer able to do so. It was in fact past 60 days because I was informed by the moving company (TNT movers) that this was how long it takes to hear back for an insurance claim. Furthermore, I was made aware by MovingHelp that they do not require proof of insurance or licensure for moving companies to offer their services through their site. While I am not looking for MovingHelp to rectify damages, I do expect their company to assist their customers in making complaints. I am appalled that a company such as U-Haul provide a service on their website that is not safe or secure for their customers. The company claims Our goal is to provide a safe environment for exchanges between customers and ****************** Service providers. Where is the protection for their customers when they are getting scammed by the moving companies provided? This experience has been an extremely poor reflection on U-Haul and MovingHelp as a company. They need to do a better job ensuring the moving companies they are connecting their customers with are reputable. They also need to make it easier to make reports and file complaints past 60 days.

  Business Response

  Date: 01/14/2025

  We apologize for the experience with the Service Provider. Per our Terms & Conditions that are agreed to when the order is placed Moving Help is a neutral Marketplace where the independent Service Providers advertise and any disputes over the service including damages would need to be resolved directly with the responsible helpers. Our terms do also state that we do not make it mandatory for the independent labor services to by licensed or insured and that the ability to submit a review is waived if not completed within 60 days from the service date. Unfortunately since Moving Help was not notified of the issues within that timeframe the ability to enter a review is not available in our system. If the Service Provider is refusing to resolve the issue of damages the next step may be to take legal action directly against the responsible helpers using the business information that was provided. We have notated the order with the reported issues during the job so those are available during any review of the Service Provider's account. 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:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used Uhaul/MovingHelp to book United Shipping to load our furniture on the afternoon of Sep 18, 2024 and unload it the following morning. Upon arrival, I attempted to show the leader what needed to be loaded while the rest of the crew started loading the truck. At no time were they told how to load the truck or in what order. The only instructions given were to not damage our furniture and to use the moving blankets that I rented with the truck.During unloading, they arranged the furniture so the damaged portions were facing the wall or hidden by other furniture. Obviously, they knew the items were damaged and were trying to hide it from sight.Every single piece of furniture sustained damage. In total 3 dressers, 3 vanities, 2 mirrors, 2 night stands, 2 bed frames, an end table, and a tv stand. I have over 40 pictures of the damages and have attached a few representative photos.I have contacted the moving crew and he admitted that he knew the truck was not loaded correctly, but is unwilling to offer a refund. I have contacted Uhaul numerous times and just get the run around.I fully realize that United Shipping is a third party, but the issues I have with Uhual/MovingHelp are that I was offered and accepted moving insurance when I picked up the truck. The computer system was down that day and the order was completed over the phone. I am now being told that I do not have the insurance by Rep ***** the insurance company.The other important issue I have with Uhaul/MovingHelp is that they texted me the payment codes in reverse order and didn't clearly designate which code was for loading and which was for unloading. Since the unloading code was sent first it was given to the movers when the loading was complete. The movers had the unloading payment code prior to the unloading. This denied me the opportunity to withhold the payment ******* a result, I am requesting a full refund to help cover the cost of having the furniture refinished.

  Business Response

  Date: 10/16/2024

  We apologize for the experience you have had with your service provider. The Moving Help service that was scheduled did not include any kind of insurance. Per the Terms & Conditions any disputes over the service including damages would need to be resolved directly with the responsible helper. If you did purchase some form of insurance with your U-Haul equipment that would be something that would need to be addressed with U-Haul directly and what would be covered by that policy. 
  Since both Payment Codes were given to the Service Provider authorizing the release of the payments to those helpers, Moving Help is no longer in possession of those funds and any refund or compensation would need to come from the helper directly. Our system does show that each of the Payment Codes was submitted for the associated Job Number on the appropriate service date.  
  Regarding the confirmation text messages with the Payment Codes sent after the order was placed, each text message did specify the associated Job Number attached to that specific code. A text message was also sent confirming the number of helpers and hours associated with each Job Number. There was also a confirmation email sent along with the text messages at the time the order was placed confirming each of the two Job Numbers and Payment Codes along with their respective service dates. 
  You do have 60 days from the scheduled service dates to open a ***************** case with the helpers and leave reviews through your Customer Account so we would recommend doing so.  
  If the Service Provider refuses 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. 
  
  
  
  

  Customer Answer

  Date: 10/17/2024

  Here is a direct copy and paste from one of the text messages received. 

  JB-ae4dc740 Load/Unload by UNITED SHIPPING; Payment Code: 302095

  Only including an ambiguous alpha-numerical code with the words Load/Unload it is a grossly negligent way of providing critical information.  Particularly so when they were sent in reverse order as it adds another layer of negligence.

  It is astounding that a company of this size would send vital correspondence in such a sloppy manner. 

  If MovingHelp is unwilling to resolve this issue, for which a reasonable resolution is being sought, I will be forced to include them in our pending litigation. 

  Business Response

  Date: 10/18/2024

  We apologize for any confusion with the order confirmation. At the same time the text messages were sent a confirmation email was also sent with both Job Numbers which are reservation numbers for the two services, along with the associated service dates and Payment Codes. All of that information is sent well in advance of the service date. We've re-sent that email and order information that was provided when the order was placed so that is in the inbox now. The relevant language is below: 

  Moving Help Labor Services 

  Job #:, JB-CD8948FB 
  Date:, Wednesday, 9/18/2024 
  Location:, *****, *******;
  Service:, Load / Unload - 4 hours 
  Payment Code:, 257303 
  Contact Info:, ************** 
  ******************************************************* 
  
  Job #:, JB-AE4DC740 
  Date:, Thursday, 9/19/2024 
  Location:, ***********, *******;
  Service:, Load / Unload - 3 hours 
  Payment Code:, 302095 
  Contact Info:, ************** 
  ******************************************************* 
  
  The *********** services are for a set number of helpers and hours but do not specify whether they are for loading and/or unloading, those details are confirmed directly with the independent Service Provider selected to perform the tasks. Regarding the text messages sent they do confirm which of the Job Numbers is for 2 Helpers for 3 Hours and which is for 2 Helpers for 4 Hours so the associated Payment Codes should be released when each of those services is completed. Text is below. 

  JB-ae4dc740 is confirmed. *********** 2 Helpers for 3 hours with UNITED SHIPPING at **********. JB-cd8948fb is confirmed. *********** 2 Helpers for 4 hours with UNITED SHIPPING at **********. 
  

  Both Payment Codes were submitted by UNITED SHIPPING on the appropriate service dates so there is no indication that the Service Provider tried to collect payment early or for either service or received either Payment Code inappropriately. Both Payment Codes were given to the Service Provider authorizing the release of the respective payments so no refund is available from Moving Help.

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired 2 movers through MovingHelp.com (Job# JB-6f578098 Moving Forward LV) to load a truck. I requested a start time after 6pm. They texted back, "As long as we aren't there for a very long time we can do 6pm." They arrived at 7:42pm and loaded heavy items, but their behavior was extremely unprofessional. One mover cursed at me, saying I was taking him away from his wife and son, while the other complained about being taken advantage of for moving heavy items. They were rude and belligerent toward my disabled brother and me, making us feel uncomfortable. After 45 minutes of work, they demanded the payment code, left without asking if we needed further assistance, and sped out of the parking lot. I filed a dispute with MovingHelp but no resolution was reached. I am seeking a full refund of $200.09, as the service provided was far below expectations. This was the worst moving experience Ive had.

  Business Response

  Date: 10/03/2024

  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. Since the Payment Code was given to the Service Provider authorizing the release of the collected payment to those helpers, Moving Help is no longer in possession of those funds. Per the Terms & Conditions any disputes over the service would need to be resolved directly with the responsible Service Provider so if the service was not completed satisfactorily any potential refund would need to come from those helpers as they have received that payment. We see that a Resolution Center case was opened and the helpers have responded to that case so it is possible to communicate with those movers either by responding to the case through your account on MovingHelp.com or contacting them directly. If the Service Provider did not provide the service requested and paid for and is refusing to compensate for the service not provided you do also have the option to pursue any legal action against those helpers you decide may be necessary. The business information we have on file is:
  
  Business Name: Moving Forward LV,

  Owner Name and Address: Nicholas Martin,
  3463 Cupecoy Point Ave,
  Las Vegas, NV 89141,
  
  Phones: (412) 872-0601
  Emails: [email protected] 

  Customer Answer

  Date: 10/03/2024

  Thank you for your response, but I must reiterate my dissatisfaction with the way this issue has been handled. While you describe Moving Help as a neutral venue, U-Haul/Moving Help involves itself in the dispute process by asking customers to contact them directly through the online portal to facilitate disputes. Furthermore, while trying to resolve this matter, U-Haul representatives have caused further harm by effectively ignoring my concerns and failing to address the clearly aggressive, disrespectful, and abusive behavior exhibited by your vendor/helper. It is deeply concerning that U-Haul/Moving Help has allowed this vendor to continue servicing other customers despite the serious issues I raised and the importance U-Haul places on customer reviews and safety on your platform. I attempted to resolve this through your Issue Resolution platform, as well as via email, and neither U-Haul nor Moving Help took any meaningful action to address the unprofessional and harmful behavior of the movers. This lack of accountability is unacceptable and continues to exacerbate the stress and frustration caused by this experience. I expect U-Haul/Moving Help to address this situation appropriately and ensure that the service provider in question is held accountable for their actions.

  Business Response

  Date: 10/07/2024

  We do apologize again for the experience that you had with the Service Provider. We do see you have submitted the review for the helpers and that will appear both on the MovingHelp.com and UHaul.com sites and is visible to other potential customers who may consider using Moving Forward LV. Customer reviews are the main implement in place to hold Service Providers accountable for their actions so we do appreciate you taking the time to provide that review. We have also recorded the information you provided along with the screenshots of text messages from the Service Provider.  

  Regarding removal of the Service Provider from the Marketplace, unfortunately as the neutral Marketplace we are not able to make any guarantees about what the outcome of any review will be. Is it possible that you would have any additional documentation such as emails or text messages from the Service Provider demonstrating the abusive or unprofessional behavior you have described? If so please send those screenshots to us at [email protected] to assist in our review of the helper's account. The Service Provider does appear to have predominantly positive reviews from our other verified customers so any documentation or evidence you would be able to provide would assist us in determining how best to proceed with the Service Provider.  

  As a one-time courtesy we have issued a refund of $30.01 to you which represents our 15% Marketplace Fee taken from the $200.09 rate set by the Service Provider. You should see that refund post within 3-7 business days. Unfortunately regarding the $170.08 received by the helper any potential refund for that amount would need to come from the responsible Service Provider directly. We would recommend responding to the Service Provider via the Resolution Center on MovingHelp.com or reaching out to them directly for resolution.  

  Thank you again for informing us about your experience. We regret the stress and inconvenience this has caused. 

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired the movers The were 45 minutes late They damaged $3300 worth of my property Never returned any of my calls for resolution

  Business Response

  Date: 09/27/2024

  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. Because the Payment Codes were given to the Service Provider confirming the service was completed satisfactorily and authorizing the release of the collected payment to the helpers, at this point Moving Help is no longer in possession of the funds and is not able to issue a refund for the Service Provider. I do see that we were contacted on 7/23 and provided all of the business and contact information for the responsible helpers to the email address **************************** associated with the order. If the Service Provider is refusing to resolve the issue of damages, the 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.