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:09/19/2025

  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.

• Initial Complaint

  Date:09/08/2025

  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.

  ***** and ***** came with the uhaul box. They didn't bring both boxes together. Per ***** it was uhaul's mistake. I met them at the leasing office directed ***** (the driver) to the loading dock with the complex map. ***** was tasked to move the things to the apartment while ***** went back. ***** was awesome with his tasks.***** was carrying a gun which the building management saw as soon as he stepped out of the car and advised him to conceal it. I was absolutely not comfortable with this but did not feel safe to argue.Furthermore, before pulling into the loading dock, apparently ***** decided to sneak enter the residential garage, with uhaul, behind another resident. The garage clearance is 8 ft 2in, uhaul in the front is 8 feet 6in. He ended up slamming and damaging the door at *****am. Building has video of this. He argued with building management the uhaul was clear. He had not license plates on his car, a temporary tag which was hard to read behind a tinted windows. Overall, he is responsible for the damage but refused to take ownership or provide any insurance information.Per MovingHelp.com they do not screen the contractors or confirm if they've insurance, nor complete a background check. They also do not provide contractor information until you pay for job plus ~$6 fee, so you are unable to confirm this information with contractor prior to reservation. Even ***** Lyft, and other delivery survives do some due delugence to assure some customer safety. Here we have people in our home with our family and address for future them to retaliate in the future with no concern/responsibility for uhaul.

  Business Response

  Date: 09/09/2025

  Please accept our deepest apology for the difficulty and inconvenience you may have encountered with your service provider. We have responded to your direct email with information on how to pursue the responsible Service Provider for compensation for the damages they caused and have communicated with them directly asking that they reach out to you directly to get the issue resolved.
  
  If the Service Provider is unwilling to resolve your issue, your next available step is to pursue the Moving help provider outside of MovingHelp.com through the appropriate legal channels. Our email did include all of the business information we have on file for the 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 also have 60 days from the scheduled service date of 9/6 to open a ***************** case with the helpers in order to communicate with them about potential compensation, and also to submit a review for their services. The instructions for both are also included in our email. 

  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:08/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/26/25 I made a reservation online for a rental truck from *****. As part of the reservation process, I was offered to hire a professional moving company in the same transaction. I selected the company that had the best reviews and paid for two hours. 7/27/25 I contacted the phone number provided by the Uhaul confirmation and left a voice mail advising that I had booked the services online, I was moving on 8/9/25 and I was wanting the movers to arrive between 1-2 PM. Later that day I received a vague text message indicating they had me on the schedule and asking a few basic questions about the move such as heavy items and stairs. The week of 8/9/25 I texted the same number a few times just to confirm the arrival time, and at one point the person told me they would "send me a confirmation," but I never received any documents or emails from anyone. On the day of the move we were ahead of schedule and arrived at the unloading location around 11:30 AM. I texted that we were already at the unloading location and if the movers were available to arrive earlier they could, or we would wait until the original start time to unload. I received a text response that they had me scheduled for 8/10/25 and would be arriving around 2 PM on that day.The truck reservation was for 8 AM- 7 PM on 8/9/25 and was to be returned on 8/9/25, which meant there was no way to unload the truck on 8/10/25. At no point in my booking or communication processes did I indicate that my moving date was flexible. A woman called me from the same number I had been texting, and this is the first time I had any verbal communication with this company, ***************. She said that they never received any information from Uhaul and they always thought the move was supposed to be on 8/10/25, which is not what we had discussed via text prior. She said she would "see what she could do." No one ever showed up, and I never heard from them again.I paid $140 up front for services that I never received.

  Business Response

  Date: 08/29/2025

  We apologize for the issue with your order and the service date that was selected. Your order has now been cancelled and $135.93 was refunded back to your Master Card. Depending on your bank/financial institution, please allow 3-7 business days for your bank to process this transaction, and for the funds to reflect into your bank account. Please be advised, Moving Help cannot expedite the refund process.

• Initial Complaint

  Date:08/24/2025

  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 paid for moving services. They took my money and never scheduled the moving service. It was impossible to get a hold of them. It took methree hours to get them on the phone to have them. Tell me all kinds of stupid excuses as to why they took my money but scheduled. They said the bank wouldn't give them the money that makes no sense now I'm out almost $500 and I can't move. Do not use the service under any circumstance you will be out of money you can't afford. They are horrible. The worst customer service I have ever encountered.They literally hung up on three separate chats. I am appalled at the disgusting behavior of this company not where are they affecting the consumer but the companies that work with them. U-Haul should be ashamed.

  Business Response

  Date: 08/25/2025

  Unfortunately we cannot locate any Moving Help orders placed using this email address, however I do see failed transactions for $255.91 and $115.95 for which we were unable to collect payment. It does appear that those transactions were attempted through the U-Haul system to schedule Moving Help services, but they were invalidated immediately at the time because the billing address didn't match what your card has on file. 
  
  If the card information was entered more than once, the authorizations may have occurred. Authorizations do not become charges unless there is an order associated with them, so any authorization not associated with an order should drop off soon. Please be advised Moving Help cannot force the process of the pending charges being dropped.

• Initial Complaint

  Date:07/30/2025

  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 scheduled movers two weeks in advance for June 18, 2025. I spoke on the phone with the gentleman from the A team movers who contracted by movinghelp.com. He confirmed that they would be there June 18, 2025. In the morning of June 18, I received an automated messagefrom moving Help saying that they had tried to reschedule my job for June 19. I reached out to moving help they couldnt help me so I reachedout to The a team. They told me that they had a last-minute job scheduled and that they couldnt get to mine now I called moving help moving help canceledthat order and said that it would be refunded so I found another moving company and paid them. Now moving Help wont refund my money so Ive now paid them twice when theyre moving company no showed and canceled on me same day which is extremely unprofessional. This caused meto spend almost $1000 more than what I normally would have that day to get urgent help to help me move. And all of this wasbecause the A-Team movers contracted by movinghelp.com canceled on me same day I called ************************ after the incident and the representative told me my money would be refunded automatically. Its now months later and I havent seen this money. Ive tried to dispute it through my bank, but my bank cant get a hold of anyone at moving help and so they cant make any traction on the dispute.

  Business Response

  Date: 08/13/2025

  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. Regarding the refund of $325.95 that was charged for OR-cbb0d8f2 with The A-Team Moving Specialists that was cancelled, the amounts of both the $320.00 Service Fee and the $5.95 Handling Fee were refunded back to your Master Card when that cancellation was processed on 6/18/2025. 
  
  Posting times are dependent on your bank but refunds should appear within 3-7 business days. Unfortunately if those refunds have not appeared back on your statement that would be something that you would need to discuss directly with your financial institution for clarification and assistance.
  

• Initial Complaint

  Date:07/29/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise concerns about U-Hauls Moving Help service, integrated into their official website and truck rental process, implying vetted professionals. However, many listed moving companies, particularly in ******** and ********, are not licensed, operating under unregistered names. U-Haul reportedly allows providers to start offering services with only a drivers license photo, without background checks, training, or insurance verification. U-Haul profits from booking fees, raising questions of corporate ************ a consumer, I believed I was hiring professionals but was connected to untrained individuals, potentially from **********, exposing customers to safety risks, property damage, and criminal activity under U-Hauls branding. For example, on July 23, 2025, for a 6-hour job (JB-3f40430c) with We Move **************** (771-201-5056), the assigned individual admitted to a criminal record and ********** sourcing. U-Hauls disclaimer of third-party providers as independent, despite their integration into official infrastructure, exploits a consumer protection loophole.U-Hauls 15,000-word customer agreement for ****************** obscures liability disclaimers, misleading customers. I urge investigation into:1. Legal registration and insurance of listed moving companies;2. Potential violations of consumer protection or business licensing laws;3. U-Hauls liability for misleading branding and facilitating unsafe labor.

• Initial Complaint

  Date:07/28/2025

  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.

  7-26-2025 Hired this moving company earlier in the week to help with my move on Saturday 7/26.They quoted me $382 for 3 hours of work w 3 men, all driving costs included.On the day of they showed up 3 hours late at 4:30 PM exactly (evidenced on the document they made me sign)Once we arrived to the destination we had just hit the 1 hour 15 minute ***** I got a call from the dispatcher saying that the price would now be 585 dollars due to additional time that would be incurred. I questioned this, as there seemed to be sufficient time to get it done in the time and was met with screaming attitude asking if I had a crystal ball and could predict the future. The man named ******* shouted so loudly and incessantly that I was not able to speak so I hung up and paid the fee they told me, since it seemed my only way to get my belongings off the truck. The men left at the 2:26 ***** and I checked the Waze App to see how long it would take them to return to their shop and it was 24 minutes. That leaves 10 minutes to spare in the original 3 hour quote. This company reels consumers in with low estimates and then extorts them the day of by withholding their possessions if they dont pay an increased fee.

  Business Response

  Date: 08/13/2025

  We are unable to locate any MovingHelp.com orders placed under this customer name, email or phone number, and unfortunately no Moving Help Order Number was provided. If the service in question was scheduled through the MovingHelp.com Marketplace please confirm the reservation number and the local, independent Service Provider that was scheduled to complete the service. If this service is one that was scheduled directly with the helpers that performed the task, we would recommend reaching out to that company directly as Moving Help would not be involved in that reservation.

• Initial Complaint

  Date:07/25/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have multiple complaints against **************************** and *********. We signed a contract as a moving service provider and we have had several unqualified customers try to book us for service. The latest on 7/22/25 was an individual who wanted us to move some items for her but she was located in another city that we do not serve so we made her aware that she will have to find someone to cover her area. ********* allowed this individual to leave a false review on our company's link even though we could not serve said individual. ********* has a looked this to happen on multiple occasions and has dropped our business ratings. We dont get any calls anymore and will be seeking legal action. We do not recommend becoming a service provider partner with *********

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted movers through uhaul/movinghelp for services to be rendered on 06/28/25 under order JB-900f7cc5. This was all done on the haul website, in connection with and as an upsell to vehicle rental ********. The movers agreed to work for something like $120 (you have the exact number I am sure.). Well day of the move with no notice despite promising to come they no-call no showed. *********** was no help, canceled the order (this occurred apt 40 minutes after movers were supposed to arrive, I never got communication from them) then sent me to a line with a more than one hour hold time. I had to turn to my own resources to find movers who could do the job with no prior notice because the landlord needed me out, I ended up paying them close to $280 including tip, approximately 260 before tip, which is about $140 more than the u-haul movers would have cost. I did get the original amount I paid for the U-haul movers refunded, so I am now at having paid $140 more than I expected to for this job because of the malfeasance of the people you assigned to me. Moving help is disclaiming liability and telling me I should go after the no call no show fly by night movers, which no way do they have somewhere I can 0 star review them or file a lawsuit. I want u-haul to make me whole for the higher amount I had to pay. I calculated about $140 but I'll take $100 to call it a day since maybe my accounting isn't perfect. This isn't even including the hours extra I had to send, the emotional stress, or the extra I got charged for the U-haul rental vehicle.

  Business Response

  Date: 07/17/2025

  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 that were agreed to when the order was placed, any disputes over the service would need to be resolved directly with the responsible Service Provider; and as the neutral Marketplace Moving Help has no control over or liability for the independent Service Providers. If you were interested in any additional compensation beyond the full refund that has been provided by Moving Help that would need to be pursued directly from the responsible Service Provider. 
  
  
  Regarding feedback for the helpers regarding their no-show that was submitted at the time the cancellation was processed.
  

  Customer Answer

  Date: 07/17/2025

  If this were some minor dispute about the quality of services rendered I might agree.  I dont believe you can stand back when a company no call no shows and then drops off the face of the earth.  You just know there is ok way for me to pursue recourse against these people.  Regardless of any legal remedy I do or do joy have, this blame game shell game shifting act you are engaged in is extremely anti consumer and people have got to be warned that you and U-Haul do not stand behind your products and expose people to victimization and try to run for cover when you leave people in the lurch.  I will be zero star reviewing all of you and warning all my friends to stay away I am literally so mad about this!!!!!!!

  Business Response

  Date: 07/17/2025

  We apologize again for the situation. Unfortunately a full refund is all that Moving Help is able to provide. 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: 07/30/2025

  Ok lets review exactly what is happening in the big picture here:

  UHAUL is making money by offering this service

  But they dont want to be financially, legally or especially public relations responsible when something goes wrong

  They certainly won't back you up, find movers for you, or indemnify you if something goes wrong

  What they do instead, through legal agreements and fine print ********, is they offload all of this to a less responsible company that doesn't have to worry about its public image as much "my ********"

  In fact my move can even absorb the better business beaurau complaints (this was articulated as a complaint against ***** but somehow its not on their file and my move is handling it instead)

  and then through more contracts and fine print ********, my move can shift responsibility again onto some local fly by night mover who isn't licensed, insured, or accountable in any way.  And they can act all incredulous that I'm not interesting in making a complaint with or filing a lawsuit against some ***** who wouldn't return my texts and calls.

  This is atrocious conduct and should stand as a WARNING to the public not EVER do business with u-haul

  I am too mad.  I am done replying to these responses.  Give me compensation or just close my complaint as not satisfied.  how do you people sleep at night.  They dishonesty and blame shifting I have had to deal with from the moment I tried to call uhaul when the movers didn't show up...