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:07/06/2024

  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.

  I hired help to load and unload my moving truck via the MovingHelp website, and also purchase the ****************** coverage ($5000 coverage). Apogee Movers loaded my truck on June 26th (JB-be1a6fe4) and POG Movers unloaded the truck on June 27th (JB-ecccccf4), after I drove the truck 250 miles to my new home.When the truck was unloaded, a leather dining room chair was damaged and the caster wheels on a tool chest were dented in preventing the chest from rolling and the bottom drawer from functioning (see photos). I filed a SafeLoad claim (03573479-2024) on June 28th. On July 1st the claim was denied because neither mover admitted responsibility, so the conclusion was that it was damage due to improper packing or damage during transit, which is excluded from the insurance coverage.I believe that the loading company damaged the tool chest while trying to move it up the truck ramp, because the caster wheels wouldn't just cave in like that during transit. The damage to the tool chest chassis is clearly from the casters being run into something. I believe the dining chair was not loaded into a safe location on the truck and was poked by another item during the entire transit time. I purchased the ****************** specifically for these kind of issues and then the claim is simply denied because the loading and unloading companies say "I didn't do it", even thought the evidence suggests otherwise. I am dissatisfied with the ****************** coverage and believe damage to these items was caused by loading negligence. I believe the ****************** should cover the replacement cost of both items. I am asking for the replacement cost of both items, totaling $1413 ($479 + $25 shipping + $799.99 + $109 sales tax).

  Business Response

  Date: 07/10/2024

  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, which includes taking care of damages etc. A this time, since you're damages were not covered under the ******************* you will need to continue to pursue the provider directly for any damages believed to be caused by them.

  Customer Answer

  Date: 07/12/2024

  My complaint is specifically about the ****************** provided and promoted on the MovingHelp.com website, and not the service provider.  MovingHelp promotes the ****************** on their website as a way to "know your items are protected" during your move.  I purchased the ****************** specifically to insure my items against improper loading.  Items were damaged during loading or as a result of improper loading, and I feel that MovingHelp should intervene with their third party insurer on my behalf to cover my damages.  If MovingHelp simply throws up their hands and says "sorry, your insurance claim was denied by our third party insurer", then it seems like the ****************** that they offer and promote is very misleading and effectively useless, based on the exclusions, and they should no longer offer it.  If MovingHelp is not willing to help me regarding the damages and insurance denial, then my next step is to consider a charge back for the moving and insurance fees to help cover replacing the damaged items.
  

  Business Response

  Date: 07/15/2024

  Once again 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, which includes taking care of damages etc. A this time, since you're damages were not covered under the ******************* you will need to continue to pursue the provider directly for any damages believed to be caused by them.

  Customer Answer

  Date: 07/18/2024

  Did the MovingHelp representative even read my latest response?  My complaint is specifically about the ****************** provided and promoted on the MovingHelp.com website, and not the service provider.  MovingHelp promotes the ****************** on their website as a way to "know your items are protected" during your move, but it seems like the ****************** that they offer and promote is very misleading and effectively useless, based on the exclusions, and I believe they should no longer offer it. 

  Since MovingHelp is not willing to help me regarding the damages and insurance denial, I will pursue a charge back for the moving and insurance fees to help cover replacing the damaged items.

• Initial Complaint

  Date:06/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are extremely frustrated with the movers. Not only did they fail to arrive on time, but they also had the audacity to cancel the appointment without even informing us. This has caused a huge disruption to our plans and is completely unacceptable. We expect much better communication and reliability from a professional moving service. What are you going to do to make this up? This level of service is completely unacceptable and has caused a significant disruption to our plans. We demand immediate action to rectify this situation and compensation for the inconvenience caused. We could not move out on time which caused us so much trouble with our moving schedule. We have to find a different service with $3900 because now that we have to expedite our service. We need to be compensated with extra cost.

  Business Response

  Date: 06/24/2024

  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. The order was cancelled a refund of $505.95 back to your **** card ending in 2685 on 6/23/2024. Any more compensation would have to come from the service provider directly. This is their contact information: Business Name: Five Boroughs Move LLC, Owners name and address: ***************************************************************************************************************, Phone: **************, Email: ****************** and ******************. Below is our FAQs link **************************************************** and our terms and agreement:***************************************************************************************. Once again we are so sorry for any inconveniences this has caused you. 
  

  Customer Answer

  Date: 06/28/2024

  Today I checked my account and they still charged us $267 for box delivery fee. 

  Business Response

  Date: 06/28/2024

  Today looks like Uhaul refunded you not charged you for $217.14.  to the card ending in 2685. Any complaints about credits or debits with U-haul would need to be worked out with them directly. This is movinghelp.com 

• Initial Complaint

  Date:06/18/2024

  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.

  The moving company cancelled my service without notifying me, failed to make amends and left me without recourse. I then was intentionally left on hold for 1.5+ hours when trying to resolve the situation. I did not agree to the cancellation or a reschedule with ***** Moving. seeking money to cover moving expenses related to this cancellation in addition to stress & damages incurred.

  Business Response

  Date: 06/24/2024

  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. You cancelled your order and used those funds to book a new service provider for that same price.  If you are seeking any compensation, you would need to pursue the service provider directly that cancelled on you. Here is the service providers contact information: ***** Moving And Transport, Owner name and address: *************************** *******************************************, Email: *************************, Phone number: **************. Please also see our FAQs  **************************************************** and our terms and agreement for using the website, ***************************************************************************************. Once again we are truly sorry for any inconvenience this may have caused. 
  
  
  
  

• Initial Complaint

  Date:06/05/2024

  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.

  Booked this moving company through U-Haul 2-3 weeks in advance of our moving date. Business owner called immediately after reservation and agreed to a time. We are moving across the country and had booked flights and made other arrangements and had agreed to turn in our keys after our move. On the morning of our move we tried to contact ***** several times and did not get any response. His phone also did not have voicemail capabilities or any way to leave a message. We called several more times as our agreed upon time passed. Then after they were 2+ hours late we received a text from them that they had to cancel due to weather. The weather was sunny and ***** degrees throughout the city. The cancellation caused us to extend our U-Haul reservation ($200-300), cancel our flights ($1,200), book a hotel ($100) and book another mover.

  Business Response

  Date: 06/01/2024

  Good Evening 

  it seems like this client has the wrong business. We do not work with uhaul and are not affiliated with any companies. Additionally, we have no record of any transactions, calls or email with this person. 
  

  please look into this so you can find the right business. 
  

  much appreciated!

  Business Response

  Date: 06/05/2024

  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.  Moving Help is a labor-only Market Place. We have refunded you the money that you used to rebook with a new service provider due to ****'s ****** Moving. You will see three separate refunds of $5.95, $151.58 and $97.60 which equals $255.13 in total back to the **** Card ending in 7540.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. Any other restitutions would need to come from the first service provider. We have provided their information right here for you. Business Name: ***** ****** Services, Address: *************************************, Email: ******************************* and ************************, Phone: ************** and **************.

• Initial Complaint

  Date:05/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, May 8th, JG Outstanding Moving in ******, ** was booked through U-Hauls Moving Help for loading. Prior to the guys loading, my husband and I spent weeks labeling boxes (heavy vs fragile) and wrote down the contents of the box on the top lid. We also wrapped every piece of furniture with moving blankets and sealed the blankets in with cellophane. When we began unloading, we realized that JG Outstanding Moving didnt even have the due diligence to read the boxes we labeled nor were they respectful to someone elses livelihood.They were careless. They were negligent.* Our tables front, left edge was ground to its raw wood.* Our couch was discovered to have a few punctures onto the arm/body of it (from being loaded up against our tables legs.)* My green office chair had an indent into its velvet seat cushion (from being loaded up against my cornered office desk legs.)* In the very back corner of our truck, we discovered crushed boxes. Our lighter boxes were on the bottom of heavier boxes and their weight became too much.* Our second office desk was loaded horizontally but had several heavy boxes stacked on top of itone being a box of cast-iron pots and pans. This was too heavy for our desk and crushed it, snapping it in two. I am devastated at the complete loss of my second desk and the repairs to the other pieces of furniture I now have to try and salvage. If they can even be salvaged. I am disappointed and disgusted with how my belongings were handled. My only desired resolution is for JG Outstanding Moving to fully cooperate with the insurance claim Ill be making through U-Hauls Moving Help.

  Business Response

  Date: 05/14/2024

  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. 
  
  We do see that you have SafeLoad with your order. You would need to continue to work with U-**************** process. File a Safeload? Coverage Claim: www.repwest.com/claims **************  Safeload?  COI:  ********************************
  

  Customer Answer

  Date: 05/14/2024

  Thank you for your apology and acknowledgement. I have already reached out to ************************* to file a claim, claim # - 03514352-2024.
  

  I have not been contacted by an adjuster to move forward with our claim.

  Business Response

  Date: 05/15/2024

  We are so sorry that you have not heard from Repwest yet.   We see the claim was opened on 5/13/2024. Please give them 3-5 business days for them to reach out to you. We do however have the information of who is assigned to/working on your claim.  Here is their contact information. Email: **********************, Phone number: **************. 
  
  

• Initial Complaint

  Date:05/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was May 7, 2024. I reserved a moving company to help with my move, and they never showed up. This caused a huge problem and inconvenience because I had already rented the truck. My only recourse was to hire another guy to help me and we worked like crazy to get it done by 5 pm, as my helper was available until then and I needed to get the truck back. I am 65 years old and this was exhausting. I went in the website and found that their 5 star rating was a farce. There were several 0 stars and 1 star ratings. Moving Help.com mislead me to believe that they had a 5 star rating. I only discovered that after the fact, when I checked them out by digging deeper. Moving Help. Com needs to be more truthful with their ratings.

  Business Response

  Date: 05/13/2024

  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. Your Master Card ending in 9792 was refunded on 5/12/2024 for $355.95. Depending on your financial institution, that refund could take up to 3-7 business days to reflect in your account. 

• Initial Complaint

  Date:05/08/2024

  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 signed up with this company as a single person moving helper. They advertise it that I could do that. I signed up for and logged into their website, spend time to create a profile, and spent a few hours to watch and pass their training videos. Then they also wanted me to email them my driver's license, wanted me to add payment info, and create a work zone and availability. I did all that work for them to send me a email that I would not get any work as a single worker, would need a helper. They could've said that before they asked me to provide all my sensitive info and spend hours of my time on nothing. I complained about this abuse and these scumbags deactivated my account.

  Business Response

  Date: 05/09/2024

  The BBB is for customer's only and not service providers. If you have any questions please see the terms and agreement on the movinghelper.com website. We have linked it here for you as well. **********************************************; Please see section 21 of the agreement.
  
  21.   Right to Reject or Remove a Moving Help Affiliate:
  Because You are charged no sign up fee or other initial fee (among other provided consideration to You), to participate in the Moving Help MarketPlace, You expressly allow Us to reserve the absolute right to reject Your participation, or remove you from your current participation, in the Moving Help MarketPlace at any time and for any reason or for no reason and without prior notice to You. An event that *** result in the rejection or removal of Your participation can include but is not limited to: any breach of this Agreement; any circumvention of the Moving Help MarketPlace by You or by others at Your direction; any failures to verify Your identification verification information; Your circumvention of the MarketPlace Fee; any attempt by You to improperly influence, or cause another to, improperly influence the review of the Customer; any attempt by You to harass, or cause another to harass, or commit inappropriate communications with a Customer and/or a failure to deliver the promised Services on time; any attempt by you to harass, or cause another to harass, or commit inappropriate communications with one of Our representatives; Your failure to make full disclosure on Your MovingHelper.com Profile as discussed above. 

  Customer Answer

  Date: 05/09/2024

  This business sent me numerous emails asking for sensitive uploads like Id and photos, requested I fully go through the website and do training which I finished and also finished the quizzes which took hours of my time. Then they sent another email asking me to go and set up my profile fully and a availability map, and they would activate my account. After I did all that, then they sent another email stating there is no work for 1 person. They could have stated that in an email way before this point. This makes them a dishonest scumbag company that toys with people and their time. Then they just deactivate after all the time I took. This is what is infuriating and hence my complaint. I don't want work for these scumbags, I just want to document their abusive practice 

  Business Response

  Date: 05/13/2024

  Once again, The BBB is for customer's only and not service providers. If you have any questions please see the terms and agreement on the movinghelper.com website. We have linked it here for you as well. **********************************************; Please see section 21 of the agreement.

• Initial Complaint

  Date:05/07/2024

  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.

  I hired UHaul and its affiliated moving service to help with a move. I was refused the service I requested, and instead had a week of unreasonable hassles with how my things would be moved, how poorly they were packed (and thus damaged and broken).I asked - or should i say begged - to reserve a truck, have it be loaded by trusted family and then park the truck for a few days before my things were moved. I work full-time, this is a busy time at my work and I wanted to have flexibility.I was told oh, no you must have a UBox, you must have a UBox. I was told I needed TWO UBoxes, ONE was delivered because oh, no, there is not room for two!Because this took so long, and I could not hire other movers, I went through UHaul's moving service. The company cannot be found in any data bases so I assume it is a shell company for UHaul. the workers were more than an hour late, they were rude, they refused to protect my things with pads and I have breakage and damage to furniture. A heavy glass shelf in my china cabinet was in pieces The movers did not know what they were doing and were rude and disrespectful. They needed training before they are sent on any more jobs.The movers didn't even have a tape measure and i had to give them one!!!!!Then when I called and told ***** the box would be ready for pickup after 2 p.m. May 3, they picked it up before 10 a.m. with my things in it!Honestly, i was raped and beaten years ago and that was an easier experience than dealing with ***** and its moving service.I had had great service for years but am shocked at how very poorly this went. The communication was so poor and it was consistently poor. I now much pay to have furniture repairs and to replace a custom shelf. This will not be cheap.Because I have no **************** at my home yet, I cannot easily access my bank statement. (I cannot and will not do that on a library computer.)

  Business Response

  Date: 05/14/2024

  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. 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.
  
  The individual Service Providers are their own independent entities and are liable for any damages they commit, that is part of their agreement with MovingHelp.com. The ***************** is available for 60 days from the date of the move and will assist you through an online dialogue with your Moving Help Service Provider. It is designed to shape communications into a constructive and polite solution. You have already started that process and will need to continue to work our a solution with the service provider. 
  
  You may contact your Moving Help Service Provider directly for resolution or to pursue legally for any damages, the contact information we have on file is: BUSINESS NAME: Motion Man Moving, NAME: *************************, ADDRESS: ************************;*****************************************, EMAIL: **********************, PHONE: ************** - Cell

• Initial Complaint

  Date:04/02/2024

  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.

  I've made repeat attempts since the date of damage on July 28, 2023 to address these concerns, however, *****, Owner/Registered Agent of Express Movers and U-Haul has been passive aggressive even escalating to bribery to avoid taking accountability for their negligence. I immediately brought these concerns to their attention the date of the incident as soon as the damages were observed, but ***** elected to gaslight me despite my having several video recordings and photos of before, during and after the damage that his company caused to my belongings. When presented with these facts ***** pretended to be ignorant about the state laws and contractual agreements that existed as a hired contractor via movinghelp.com. He continued to deny responsibility until finally admitting full responsibility only to bribe me to take down my honest review in exchange for repayment of the damages that he on behalf of his company caused. This is illegal and per ************** Article 22. ******. Willful and wanton injury to real property. If any person shall willfully and wanton damage, injure or destroy any real property whatsoever, either of a public or private nature, he shall be guilty of a Class 1 misdemeanor. He and his employee were adamant about forcing the truck door up completely lifting my desk off of the ground repeatedly several feet high essentially ripping the legs out of the desk and breaking the tv in the process. In addition to several cameras at the time of loading and unloading along with cameras throughout the unloading location its even obvious by the damage the direction of which the force had to happen to rip the legs out and break the tv. They didnt even tell me the tv was broken and just walked by me and laid it on the ground leaning it against the wall. When I asked ***** about it he repeatedly gaslit me insisting that these items were already broken. Total damages have been demanded via check for $775.

  Business Response

  Date: 04/09/2024

  Sounds like the customer is wanting to file a complaint with the person who actually did the service and not the website that they got the info from. Customer would need to go through them directly. Here is their contact information: Express Movers, *************************, *********************************************************************, **************, ************************ and  **************************. 
  
  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.
  
  
  
  

  Customer Answer

  Date: 04/09/2024

  U-Haul/Moving Help involves themselves in the dispute process by requesting that customers contact THEM and to facilitate disputes via their online portal. They also list a U-Haul Arbitration Agreement on their website that details the following which further reiterates my rights to damages from both or either entity in addition to the paragraph below: Except as expressly provided in this Agreement, Claims shall not be pursued in court (except Small Claims as defined below), but shall be decided by binding arbitration administered by either the National Arbitration and Mediation (NAM) in accordance with its ... a.Claims is broadly interpreted to include any dispute, complaint, controversy, or cause of action arising out of or relating to your relationship with U-Haul or any prior, current or future Transaction with U-Haul.
  
  Furthermore, while addressing this matter u-haul representatives directly caused further harm to myself by gaslighting me and ignoring me and by not addressing or correcting the clearly abrasive, violent, and abusive behaviors of their vendor/helper.  Damages that are demanded in this instance are NOT just for my belongings and the payment of service, but for the harm caused by your company as well, MovingHelp, who also in-turn facilitated this relationship with a contractor who illegally bribes customers to delete honest reviews and commits crimes by neglectfully damaging their property and abusing them psychologically in the process. They have allowed them to continue servicing others on their platform despite language on their website clearly indicating customer reviews are vital to ensure the safety of others in the marketplace. They have enacted no consequences or accountability. I attempted to address this through their misleading Issue Resolution platform AND via email and U-Haul/MovingHelp did nothing and said nothing to address the clear abuse even when they were included on the language sent by the mover.

  Business Response

  Date: 04/10/2024

  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, which includes taking care of damages etc. All we can do is refund the job for Express movers from service date 7/28/2023 even though the payment code was given to the service provider as showing you were satisfied with their services. A refund of $175.00 will go back to your **** Card ending in 6196. Depending on your financial institution, please allow 3-7 business days to reflect in your account. 
  

• Initial Complaint

  Date:03/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/8 I had an arrangement with a moving provider through this service to pick up, load, and take the containers back to the uhaul facility The provider didnt show up as planned, saying he was in *******, and I was scheduled to move out of my apartment that day in ***** with my new location being in ************. I had to scramble and make 6 phone calls between uhaul and moving help for them to be able to cancel that provider so I could book another.I booked the next provider based upon a recommendation from the uhaul representative who speaks on behalf of moving help as well.I ended up having to pay 1200 instead of the original 318. The company charged me 500 dollars for their insurance to tow the equipment to my house and back to the drop off facility Moving help refused to help in any way besides offering back the original ********************************************* to the providers that didnt show up.After being a loyal uhaul customer and spending 2k additional on my move, youd think they would want to make the situation right for the customer Terrible experience will never recommend uhaul or moving help to anyone. 9 phone calls later and all I get is a crappy email acting like they care about their customers!

  Business Response

  Date: 03/11/2024

  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. We will do a further investigation on this business and how they conduct their business.  It does look like the original order was cancelled and refunded.  Any payment given outside of the moving help marketplace cannot be refunded, and will need to be taken up with the service provider directly.

  Customer Answer

  Date: 03/12/2024

  terrible service. You should not be a company if you take no accountability. 

  Business Response

  Date: 03/14/2024

  Once again 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. You did cancel the order and we have refunded the order which you should have received. Once again we are truly sorry for any troubles this may have caused. 

  Customer Answer

  Date: 03/15/2024

  I think you need to make this right and compensate us for having to find another mover last minute. Dont advertise a business if you cannot take accountability. The least you could do is remove the charge to deliver the uboxes to my house which is almost 200. I will not be referring this company or uhaul to anyone in the future. You have a chance to make this right