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: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:03/09/2025

  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.

• Initial Complaint

  Date:08/16/2024

  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.

  Booked providers through MovingHelp.com. They will take no responsibility for their providers. July 22nd- *********************** (OR-34ed0896) August 12th in am.August 10th- We receive email notification from MovingHelp.com that we need to find another provider email below "The Moving Help Service Provider you selected for your move is no longer listed on our online Marketplace and is unable to complete the below service. Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your Service Provider. ****************** Load/Unload - 8/12/2024 Download the U-Haul app & follow these simple steps to book a new Service Provider.August 10th- We book a new provider Horsepower Moving ************ (OR-a4cc9144) for the morning of August 12th. I immediately call the provider to make sure they are confirmed.August 12th- MOVE DAY! 6:50 am I messaged ***** with Horsepower Moving Services to confirm his arrival at 9:00a saying that I have a fear of no shows on such an important day. NO RESPONSE. 8:03 am I messaged him again saying "Please call or text to confirm you are on your way." 8:09 am I try calling and get voice mail.8:11am He messages back saying "We are about to head there I have to pick up my guy." 8:48am I messaged asking what the *** is? He replies "9:31"10:10, 10:24 am get voicemail Husband calls from his phoneDaughter calls from her phone STRAIGHT TO VOICEMAIL.I tried contacting Moving Help Support via CHAT which no one ever comes onto and Phone, which I was on hold for 57 minutes and no one ever picked up the call.By this time, it is about 11am and we have no one to help us move, even though we secured movers with your company in JULY!We had to hire movers for 3 times the amount budgeted for the move since it was last minute. We had reserved movers for unload in ******************** Top Choice (JB-531e13aa). They were expecting us between 3:30 and 4:30pm.We did not arrive in ********* until almost 10pm!

  Business Response

  Date: 08/20/2024

  I apologize for the situation with the Service Providers. The orders have been cancelled and you should receive a separate automated emails confirming that cancellation and refund. Please allow 3-7 business days for that refund to process.
  

  Customer Answer

  Date: 08/22/2024

  Refunds were given for cancelled orders. I expect to have full refund for all service providers due to the excess spending required as a result of the cancelled providers. I will not be happy until all money spent is refunded.

  Business Response

  Date: 08/22/2024

  Moving Help has issued full refunds for all of the services that were cancelled and not completed. Unfortunately that is the full extent of the refunds we would be able to provide. For the service that was completed by Greenville Top Choice, the Payment Code was given to that Service Provider authorizing the release of that collected payment to the helpers. Since that Payment Code was released Moving Help is no longer in possession of those funds and would not be able to issue a refund for that Service Fee. Per the Terms & Conditions the customer agreed to when the orders were placed Moving Help is a neutral Marketplace and has no control over or liability for the independent Service Providers and any disputes over the service would need to be resolved directly between the customer and the helpers responsible. If the customer is seeking additional compensation beyond the full refund for the services that were not provided any additional compensation would need to be pursued directly from the helpers responsible for not completing the jobs.

  Customer Answer

  Date: 08/23/2024

  Still unsatisfied. Your organization should take financial responsibility for the losses caused by your provider. We should be compensated for the difference between the amount we booked your provider for and the total amount paid unexpectedly out of pocket due to the negligent, unprofessional and irresponsible behavior of YOUR provider.

• Initial Complaint

  Date:07/10/2024

  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.

  This business was hired through the MovingHelp.com app of UHaul as a certified moving company. This company accepted a job that they knew they could not complete. I cannot even find verification that this is a valid company. I contacted the company, as evidenced by the text message stream that I have attached. They were hired for morning moving help and then were not available. At 8:28 AM they texted me to tell me that they were not available at the previously agreed upon time of 8:30 AM. My husband and I were already at our storage unit and ended up unloading 1/2 of our UHaul truck ourselves until the heat got too much and we had to stop. We have now hired another local moving company on short notice for twice the $200 amount that this fraudulent company was going to charge us. After the owner of this company cursed at me on the phone, he hung up on me and then blocked my number. This company should NOT be listed under UHaul as a moving company.

  Business Response

  Date: 07/11/2024

  Hello,
  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. The order you had with Made ************************ has been cancelled and $195.95 has been refunded back to your **** card ending in 6459.  Again, we apologize for the hardships that this has caused you, and we are glad that your next set of movers were able to assist you.

• Initial Complaint

  Date:07/10/2024

  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.

  On July 6th, ****** from A Touch of Class Moving informed me he would be late due to his workers car accident. He arrived at 9:30 AM, outside the scheduled window of 8 AM - 9 AM, with a pitbull in his car. Upon arrival, he asked if I could cancel the move through U-Haul and pay in cash due to his phone is***s. Despite the inconvenience, I bought lunch for him and his worker, as I always do during moves.After lunch, I urged him to expedite the process due to budget constraints. His worker complained that ****** was spending too much time talking instead of working, and it took over five hours to load the truck. My sister and I had to assist with moving items to speed up the process. ****** took several breaks, and the apartment manager reported ******** weed from his car.At the storage unit, ****** fell asleep for over two hours, leaving my sister, his worker, and me to unload the truck. His worker suggested stopping the service due to the weight of the remaining items. I paid ****** in cash for the hours worked, but he became aggressive, yelling and attempting to damage my car while my two-year-old son was inside. He threatened me, claimed he would *** me, and followed us to a police station, where we sought safety.****** continued to harass me through calls and texts, threatening to contact my employer and have my license revoked. He accused me of being "slick" because I paid in cash, as he requested. I later discovered he often used similar excuses and cancellations in his reviews. The next day, I hired a different crew through U-Haul, who completed the job in just over an hour.I have filed a police report for simple assault and harassment. This experience has caused me significant distress, disrupted my budget, and required additional expenses for a second moving crew and an extended truck rental. Moving is already stressful, and this situation was exacerbated by ******** unprofessional behavior. I hope no one else endures such an ordeal.

  Business Response

  Date: 07/11/2024

  Hello,

  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. The order  with Touch of Class Moving was cancelled a refunded $245.95 back to your **** card ending in 6349 on 7/6/2024. Unfortunately we are not able to provide any additional compensation outside of what you paid for the order. We have indeed taken action against this service provider and suspended their account with ******************.  We take these situations very serious, to ensure this does not happen to you or any future customers again.  Are you able to provide us a copy of the police report that you filed?  If so, please email into *********************************** Once again we are so sorry for the inconveniences and harm this has caused you. 

   

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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've attached an email thread to explain the situation.

  Business Response

  Date: 07/11/2024

  Hello,

  Thank for you reaching out to us.  Again, we would like to express our deepest apologies for the situation you are in.  After further consideration on your situation, we have decided to refund your order with Moving Help in full.  Although this is not typical for us to do, because our movers are responsible for their own customer satisfaction and any compensation for damages, we realize the hardship this has caused you and would like to make it right.  We are investigating the provider that you used further, so this does not potentially happen to any future customers.  $730.95 has been refunded back to your Mastercard ending in 4770.  Please allow 3-7 business days for the funds to reach back to your account.
  
  Thank you for your understanding, and we hope to earn your business back in the future.

  Customer Answer

  Date: 07/11/2024

  
  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,
  
  ***************