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:11/09/2023

  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.

  11/5 U-haul contractors cancelled my moving job 15 mins prior to the scheduled time. This triggered a series of events which led to A) the cost of the move tripling B) having to make 2 trips (appx 46 miles each way) C) extended mileage and gas usage. Pick up location at I17 and *********** were accommodating in store and 30 mins after I left to ask for help since the movers cancelled. I was given an extra day and mileage without pause. Domino effects of the cancelation required me to hire 3 different sets of movers to complete the job 11/5 through U-haul, 11/6 and 11/7. The time to return the one way rental was 12'ish, after calling I showed up in person and the staff gave me extra time without charge to finish and advised all mile overage would be waived . Final drop-off I was told, and understood, id be receiving a receipt for the under-filled gas tank. Upon shared I'd be asking for some leniency, I was given the # to the *** ********************* to follow-up in the morning. My debit card on file was charged on 11/7 for miles and gas. 11/8 I spoke to *************** who she said she couldn't reverse the charges for miles; her staff gave me incorrect information and when you depart with a truck the miles are as agreed and cannot be changed. I challenged the validity of her statement providing examples based on my experience solely from this reservation. Her response was she would escalate to the moving help team who may be able to reimburse me. She confirmed my communication ****************** address. I asked for a corporate # she gave me the 800 U-haul # and each time I asked a follow up question said I'd be redirected to moving help based on my contact info. She threw her staff under a truck and between the pick up location, 800 U-haul CSR and the associates at this locale, she was the only person I engaged with during this 3 day, arduous process who was NOT customer-centric or empathetic.

  Business Response

  Date: 11/15/2023

  Customer only had one order made with ********************** and that was made after the truck was dispatched by ******. Not sure if customer booked other previous movers outside of movinghelp.com. Customer only had the one order that was done through us and they left a glowing review for them on our website. What it sounds like is the customer is more upset with ****** in general and ********************* at the ****** center. Which in fact looks like the customer was refunded by her on 11/11/23 for $118.82.  This is not a moving help issue. Customer needs to take any further complaints up with ******.

• Initial Complaint

  Date:10/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had opted for moving help through moving helpers.com. I had cancelled the order because the company never called me to confirm time for service. I had paid for the service 167 dollars on my debit card its been three days and still no refund. I will never use this service again. I want these funds refunded immediately.

  Business Response

  Date: 10/23/2023

  Your order was cancelled on 10/20/2023 and $167.95 was refunded back to your Master Card ending in ****. 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:10/06/2023

  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.

  4/7/23, paid credit card payment through UHaul's Moving Help, + cash tip 4/10/23 to Helper To Rescue LLC - 3 men, 4 hours to load contents into a UHaul vehicle I had rented. Owner ***** *********************************, *********************************************************************, # ************. While there the ******* was rude. When he nearly toppled a table containing my entire china dishes collection, told me "chill". He ignored requests on what to load. Close to the end of shift, realized he had ignored heavy items I could not load myself and I again asked. He begrudgingly loaded a few more to truck's capacity. Had no way to know how items had been stacked in truck until unloading it. Had I realized, I would not have paid. MovingHelp have a problematic policy that once you pay day of you are releasing liability from MovingHelp. ******* hovered over me, intimidating me into doing a 5 star review for them before leaving my home. Bad experience; what followed was worse. Removing items from truck, discovered they had placed things in a way where nearly all my furniture was destroyed. Had provided furniture ******************* covers they did not use and were on the floor. Nothing was protected other than things I insisted they cover in the apartment. Kept telling me they would do it "in the truck". Things upside down, crooked, one upon another. My furniture I thought I would have for life/pass on to my son is ruined. Bedroom set, marble cabinets, dining & desk tables, broken chairs etc. Deep wood gashes, glass broken, enormous mess. Attaching some photos. Opened "case" that remains "open". Provided everything Helper to Rescue requested. After initially denying fault, once they saw the photos admitted fault, said they would compensate me to reimburse money and repair damages that their company caused me. Was last I ever heard from them, despite multiple attempts. It hurts to have been victimized. Imagine losing your home belongings to severe and avoidable damage due to deliberate negligence.

  Business Response

  Date: 10/06/2023

  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 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. Please see our terms and conditions.
  
  With that being said what we can do for you is refund you the $297.00 for the order that was place with Helper To Rescue LLC. A refund of $297.00 was refunded back to your **** Card ending in **** on 10/6/2023. 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:10/02/2023

  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 tried to book an appointment with ***********. I kept getting a message stating that my information from my debit card didn't go through. I called and spoke with an employee at U Haul. I gave her all the information needed and my card number. When I looked at my bank app it showed that Moving Help was on there 14 times. Each time the amount they got was $155.95. I was unable to book the reservation and they still took the money. A lady from ************ stated that they never got a reservation for me on 10/05/2023 either.Someone from Moving Help, ****, called me. After explaining the situation he acted like this was not important at all. Moving Help refuses to answer the phone also. I called and called and they did not answer the phone.I am asking that Moving Help put that money back now. My bank stated that with the card being closed now that Moving Help can return it because the information is on file.**** tried telling me they can't put it back onto the card without the number. I asked **** for his phone number and email and he stated that he doesn't have one. Yes he does. They will do and say anything to get out of refunding my money.Yes they can! Put the money back onto the card now. Because of them taking the money now I cannot get my furniture out of my apartment in 2 days and will lose it all. As mentioned above, put that money back onto the card now!This company should be closed down after doing this to me.

  Business Response

  Date: 10/03/2023

  We are sorry that you are having an issue with the billing section on MovingHelp.com.  Were unable to locate an order associated with the information youve provided. If the billing zip code that was imputed does match the card address through the bank, the charges will not go through.  If the card information was entered, an authorization may have occurred. Authorizations do not become charges unless an order is successfully placed. Any authorization/pending charge will drop off soon if an order is not placed due to an error during checkout. Please be advised Moving Help cannot force the process of the pending charges being dropped. You may place the order directly on MovingHelp.com. If it is a U-************ choose Moving Help + U-Box. We suggested to have the customer call their bank and look at the authorizations on the card. We also gave her our phone line ************ to call in as well once she talks with he bank to call us back once the authorizations fall off to place an order if she wishes to do so. At this point there is nothing to be refunded as there is no order placed and they are authorizations, once again she needs to contact her bank. 

  Customer Answer

  Date: 10/04/2023

  I spoke with my bank this morning and was told to call the Moving Help company and get an authorization release code. That way the account I currently have can be reopened. I called and spoke with someone at Moving Help, and of course he says he needs the debit card number. No he does not. I mentioned that to the people at the bank before the call was ended and they say that Moving Help does not need that information.

  Just have them send me an Authorization Release Code today 

  Because of my account being on a freeze now I have no money for gas in my car to get to work, my rent will be late.

  As me above have them send me an Authorization Release Code 

  Business Response

  Date: 10/05/2023

  We have tried to help the customer several times but there is no order placed and we do not have the funds or the information to look up the CC authorization. We have tried to help the customer but the customer refuses to work with us. We can not do what she wants without the credit card number to even look in our credit card processing system for the authorization code for the soft charges which should be off by now . We can not get the authorization code until we have the CC# to even look for it. 

• Initial Complaint

  Date:09/21/2023

  Type:Billing 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 August 24th 2023 I was assigned Divine transition moving company through U-Haul they recommended this moving company out of ******** ***********. On the 26th of August 2 Movers at 6:00 p.m. came to my apartment with their sister driving them and waiting the entire time in her vehicle. I had paid the first 2 hours through U-Haul order number 396b1ab4 for $165.95. I was told if I went over the 2 hours then to pay them directly cash. I had these movers from 6:00 p.m. till 10:00 p.m. totaling the moving charge to be $320. I paid this sister directly as I was told to $640 total. I paid the 320 for the moving services and $120 per driver each for a tip. If you add the 320 and the 240 it comes out to 560 a difference of $80. When I was at the storage unit the two hours had arrived the sister was behind me in her vehicle and text me that I owed another $80 I walked over to her and handed her $100 as I was told to pay cash and told her to use the extra 20 to buy ********** for the guys. That $80 I forgot I had given her when I gave her the remaining total back at the apartment at 10:00 p.m. I text her immediately after she left telling her that I had overpaid her her response back right away was I will talk to my boss do you have cash app I said yes I do. As I submitted the info above stating this I am seeking the $80 before I have to file any Court notice I am trying to have a resolution and the money owed to me. I paid them a significant tip for each driver and make note items were thrown literally into my storage unit breaking a table and lamp

  Business Response

  Date: 10/16/2023

  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 paid the additional money outside of movinghelp.com. They paid that directly. They will need to pursue the provider directly for the $80 that they over paid in cash to the service provider. The business contact information is the following. Divine Transition. *********************** *************************************************************** Phone: ************** Email: *******************
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  1. Hired MovingHelp Powered by U-haul that hired local movers on August 2 2023 was the move that was not completed 2. Paid ****** for 1st part of the move and canceled the 2nd part 3. Dispute 1st part not completed I called that night to find out what was going on and the fellow said he had no idea and calls were not made to me the next day 4. The 1st part of the job was not completed and the were 5 items that were damaged and have to be repaired. Tried resolving through Movinghelp and no resolution for unfinished job and repairs along with day missed from work on the 3rd

  Business Response

  Date: 09/18/2023

  MovingHelp.com is an online marketplace for customers to hire people who provide moving labor services. Our goal is to provide a safe environment for exchanges between customers and Moving Help 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. You have opened the ************************* and the service provider has a few more days to respond to you. After the *************************, 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:09/08/2023

  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 moving help through this company to deliver my uhaul boxes to my home The mover damaged my driveway and will not resolve the matter. This company offers no help to resolve the matter. Email from MovingHelp "if the Service Provider is not responding or is refusing to resolve your issue then unfortunately your next available step is to pursue the Service 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. "

  Business Response

  Date: 09/11/2023

  That is correct, it is in the terms and conditions that movinghelp.com is not responsive for any damages that have occurred in the move. 9. Disputes with Moving Help Service Provider and Your Release/Waiver of Liability.
  Because we only operate a web site and do not provide any of the Services (as already explained above), We are not responsible for resolving any disputes between You and the Moving Help regarding the Services or the Moving Help. You agree that all of these types of disputes must be resolved between You and the Moving Help.
  Furthermore, the Moving Help request and its acceptance and if applicable, any resulting provision of Services, are solely between You and the Moving Help. Therefore, when and where there are any claims, demands, liabilities, damages or losses incurred as a result of the same, You, your heirs, successors and assigns, do hereby waive and release Us (Our officers, directors, agents, parent, subsidiaries, affiliated companies and employees) from any such claims, demands, liabilities, damages or losses.
  You acknowledge and agree that both You and the Moving Help each have the right to pursue a claim against one another in a Court of competent jurisdiction or in another similar forum of dispute resolution.
  Here is the link with the link to the term and conditions.
  
  *******************************************************************

  Customer Answer

  Date: 09/11/2023

  I was never informed of this disclaimer until after I filed a complaint.   I ordered this additional service over the phone through UHAUL when ordering u-boxes for an upcoming move.

  Business Response

  Date: 09/12/2023

  Even when the customer books through U-Haul they read a quick run down on terms and conditions and customer agrees or if they did it online through U-Haul they still have to click agree to the terms and conditions. 

  Customer Answer

  Date: 09/14/2023

  You are completely wrong.   I did not order the your moving help service originally.   as I stated earlier,  I ordered the moving help later over the phone.  No one ever told me that your service was only a website and that I would be on my own if they help you provided caused damage to my property.  Show me my signature on any document stating I would accept that responsibility.  I would have never accepted those conditions otherwise.   The fact that you don't hold your hired help accountable is unbelievable. I will never use your service or Uhaul going forward.   Expecting the consumer to take legal action against someone your service provided is absolutely ridiculous.   

   

   

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered movers (Precision Pack and Move) thru MovingHelp.com. The movers were great and accomplished my move successfully. I had ordered 2 movers for 3 hours. Our move went over by an hour and I needed to add an additional hour onto the move. I changed the hours from 3 hours to 4 hours. A few days later, I realized that instead of changing the total amount of time from 3 hours to 4 hours - it ADDED 4 additional hours to my move bringing the total to 7 hours. I have tried to resolve this with MovingHelp.com but they are claiming since they have already released the funds to the movers that the movers are responsible. I have contacted the movers and they are claiming that UHaul/MovingHelp.com is responsible. All I know is that I am owed ~$240.00 for services that were not administered. UHaul/MovingHelp.com does not have a clear notice that when you are changing the amount of hours you need that it is ADDING time and not changing the entire total time of the work order. This is not a small amount of money and I truly expect that MovingHelp.com should be resolving this and not passing it off on the movers. In total I paid $537.95 for a 4 hour move that should have been $304.00 for 4 hours. I am currently owed a refund of $238.01. This is a completely reasonable mistake that anyone could have made with merely a typo. It seems unacceptable to me that MovingHelp.com can simply claim they have no responsibility in getting my funds returned when the movers have in essence stolen money from me. I have text receipts of when the movers arrived and left and can provide those if necessary.

  Business Response

  Date: 09/11/2023

  Customer had to put in their credit card information before it was charged. But as a one time curtesy we will refund the 3 hours out of the 4 that were added on their part. Customer claimed they were just trying to add one hour but selected 4 additional  hours. Each hour the service provider charges was $76/ hour so x3 hours = $228.00 refund. 
  
  A refund of $228.00 was refunded back to your **** Card ending in ****. 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.

  Customer Answer

  Date: 09/12/2023

  
  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 appreciate your understanding and speedy resolution. I apologize for the mistake. It was not very clear that I was adding 4 additional hours and not simply changing the amount of time for the move from 3 hours to 4 hours. 
  
  Also, please investigate the movers in question. They have made no attempt to resolve this with me, they are not responding to ya'lls emails, and I have proof of him stating he knows that he accepted funds that he did not work. I do not think you should allow them to still be employed by you. 
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:09/07/2023

  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 hired moving help through this website for a move on 9/2/23. The movers confirmed the appointment earlier in the week but did not show on the date of scheduled service. MovingHelp took my money, so it never went to the moving company, but did not respond to emails, calls, phone messages, or a resolution request filed through their website. I would like a refund and for this information to be made public so others can avoid working with MovingHelp and hire movers directly.

  Business Response

  Date: 09/08/2023

  Hello, thank you very much for reaching out to us pertaining to this order. We are sorry to hear you had an issue with your Moving Laborer you hired. Please keep in mind, MovingHelp.com is an online marketplace that does connect you with local laborers in your area. As you outlined, one of the Moving Helpers you hired weren't able to assist, I have issued you a refund for that specific order. Please allow 3-5 business days to see that back on your card. Once again, we do apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 09/08/2023

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

• Initial Complaint

  Date:08/31/2023

  Type:Billing 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 Moving Help for contracted moving services to unload my U-Haul in ****, ******. They connected me with a provider who engaged in unethical practices, including demanding the payment code prior to the termination of my move, resulting in a gross overpayment of services. Moving Help has not assisted whatsoever in helping to resolve this issue with the provider, claiming they are a "neutral" platform and that money was released with the release of the payment code. This is absolutely an unethical practice. They should be a better intermediary, protecting the customer, as I am a customer of ******************. There is apparently no recourse as a customer using their services - truly a despicable experience. The provider, Cascadia Moving Company LLC, has since started stalking me online and harassing me via text, sending messages threatening my business. Moving Help has turned a blind eye to this unlawful behavior by their provider, leaving me, the customer, completely at risk.

  Business Response

  Date: 09/04/2023

  Hello, We truly do appreciate you reaching out pertaining to your experience. We do apologize for any inconvenience this may have caused you. Please keep in mine, MovingHelp.com is an online Marketplace that does connect you with local helpers in your area that assists with your moving needs. We do see you have created a Resolution Case with your helper, which that is who you would need to discuss with regarding this as you did provide the payment code to them, MovingHelp.com no longer has the funds as by you releasing that code to them - per the agreement it's outlined you are satisfied and job is complete. Please reach your Moving Helper directly via the ***************** would be the best route at this time. You can reach that Moving Helper directly at ************. Once again, we do apologize for any inconvenience.