Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/08/2023

  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.

• Initial Complaint

  Date:08/14/2023

  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.

  AUGUST 14, 2023 AA TO AND FRO MOVERS LLC?CONSUMER COMPLAINT DIVISION ********, *********** ?RE: JB-******** DearMoving Help:OnJune 10, 2023, I used your serviceto move my furnitureand clothing out of a *********** storage unit.Unfortunately, the service was inadequate becauseI saw one of your employees fling my laptop bag onto the floor. Then moments later it fell a second time off furniture. The computer got damaged during the move and now the monitor is not functioning. To resolve the problem, I would appreciate a refund for the cost of my eleven years old laptop. Copiesof my recordsare at Moving Help website.I look forward to your reply and a resolution to my problem. I will wait until30 daysbefore seeking help from a consumer protection agency or other assistance. Please contact me at the above email address or by phone.Sincerely,Customer

  Business Response

  Date: 08/15/2023

  We are so sorry to hear about the damages that were caused by your selected moving help service provider-Aa To and Fro Movers LLC.  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. Below we provided their contact information.  Aa To and Fro Movers LLC, *********************** ***********************************************************************, ********************** and **************.
  

• Initial Complaint

  Date:08/13/2023

  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 set up moving services with Moving Help through UHaul for Saturday, August 12. I received a call from "***", he said he could accommodate my move at 1:30PM. I thought we were good to go. Well, guess what!!! *** couldn't accommodate my move. He texted my Saturday at 1:03 and told me he was going to be late. He couldn't come until 4pm. Then, he NEVER SHOWED UP.I could not reach the company by phone. I contacted by bank to stop the charges to my credit card. The company needs to return my money - charged me and no services were provided. The company is terrible, unreliable and unprofessional. 08/0908/11MOVINGHELP.COM ******* ** ** Transportation$183.95

  Business Response

  Date: 08/14/2023

  Hello ******,

  We appreciate you reaching out pertaining to the scenario that occurred. We apologize to hear that the Moving Helper you hired wasn't able to accommodate your move. Please keep in mind, MovingHelp.com is an online Marketplace that connects you with local movers in your area that assist with your moving needs. We do see that you contacted Moving Help Customer support pertaining to this and the order was cancelled and refunded back to your card. Please allow 3-5 business days to see that on your account. We truly do apologize for the inconvenience that this may have caused you.

  Customer Answer

  Date: 08/14/2023

  
  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:08/07/2023

  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.

  On July 31st 2023 I hired the UHaul Company here in ********** to move a bedroom set and air conditioner. They were supposed to be at my home between 3 and 4 but did not get there until after 8 pm in which I was going to cancel the move. They took my furniture to my new apartment and insisted that I pay for the overtime hours. I do not agree with this since they were the ones who worked overtime somewhere else and did not take 1 1/2 hours to move a bedroom set. He told me to pay 500 instead of the 295 and I refused. I gave the driver 300 cash and they brought my furniture up and left it unassembled in my bedroom and damaged my headboard, footboard and dresser. Also, one of the handles on my dresser is gone. It was there when they picked up. Pictures are available of my damaged furniture in which I spent over **** on my bedroom set. I believe he should pay for the damage caused to my bedroom set. I am very disappointed with this company since I believed ***** was a great company. If he does not resolve this, I am going to take this to court.

  Business Response

  Date: 08/08/2023

  We are sorry for any troubles this has caused. Did you book the order through movinghelp.com or Uhaul.com? We are unable to find any order associated under the phone number and email you provided.  Do you have a job number or could the order be under any other information?

  Customer Answer

  Date: 08/09/2023

  
  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:08/05/2023

  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 2 movers for 2 hours on Uhaul's website for 5 PM on 8-5-2023. 2 movers did not arrive at 5 PM and 2 movers did not move my items in my house at 5 PM on Saturday, August 5, 2023 as the contract stated. The mover applied the payment code and stated falsely that the job was completed. Uhaul must give me a full refund.

  Business Response

  Date: 08/08/2023

  Good afternoon, Customer has been in contact with us and provided a screen shot of his text conversation with the service provider. In those text messages chain customer did provide the payment code. Customer needs to pursue the service provider directly as the payment code was given to them. Below is the providers contact information.   Ambitions *************. ********************* *********************************************************** *********************** and **************.
   

• Initial Complaint

  Date:07/14/2023

  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.

  The MOVING EXPERIENCE was horrible. Used uhaul to rent a truck. Movers QUICK MOVERS arrived at 8 am as scheduled on June 30. I informed them that the Uhaul truck was late and at another location and that the reservation would not start at 8 as scheduled. I asked that the two hours start upon my arrival with the truck. These movers worked 1 hour and quit, claiming THAT they had another job scheduled during my time, Even though the work was not finished. I WILL NEVER SHOP THERE AGAIN.!! TERRIBLE MOVING HELP, TERRIBLE MOVING COMPANY. I WANT A REFUND OF $75.00 that the QUICK MOVERS forced me to pay. They took advantage of my disability and absolutely did not perform 2 hours of work. The ordeal led to severe pain and hospitalizations, because I had to move a house full of furniture and boxes myself. Even though the movers got paid for the job. Completely unfair. I am a SENIOR, DISABLED, and these people took advantage of my time and money. UNFAIR.

  Business Response

  Date: 07/17/2023

  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. 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.
  
  
  Unfortunately it does appear that the payment for this service was released to the Service Provider through your Customer Account on [date Payment released]. Since you have already released the payment to the Service Provider any refund if the service was not completed would need to come from the helpers directly as Moving Help is no longer in possession of those funds.
  The ***************** is available for 60 days from the date of the move and will assist you through an *************** with your Moving Help Service Provider. It is designed to shape communications into a constructive and polite solution.
  Dispute *****************
  Here are the steps to do so:
  1. Log on to MovingHelp.com
  2. Click on "My Jobs"
  3. Click on "Past Jobs"
  4. Click the Order Number for the relevant order that includes the mover who caused the damages
  5. Click on "Open Case" underneath the Service Details section next to the liable Moving Helper (there is also the option to write a review for the Provider there as well)
  

  Customer Answer

  Date: 07/18/2023

  Please NOTE that a review was conducted. The BBB will be posting this complaint for others to understand the dynamics of my circumstances with moving help. The movers pressed me into the payment. They were 4 men including the owner who surrounded my truck and demanded the code. I tried to explain my dissatisfaction, but they refused to leave me alone. They continued to call my phone and demand the code for payment. I felt unsafe, as they knew where I lived. I WILL NEVER DO BUSINESS WITH THIS COMPANY OR MOVING HELP AGAIN.

  *******************;

  Business Response

  Date: 07/18/2023

  Payment code was released to the service provider that were the ones that performed the service. That company has the funds and you would need to work a resolution with them. You can do that by opening a Dispute Resolution Case on the moving help website. Below are the instructions to do so. The ***************** will assist you through an *************** with your Moving Help Service Provider. It is designed to shape communications into a constructive and polite solution.
  
  Here are the steps to do so:
  
  1. Log onto your Customer Account at **********************.
  2. Click on "Past Jobs" and select the order number (OR-).  
  3. Select "Report Issue" and follow the instructions.
  
  After the Dispute *****************, 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: 07/20/2023

  Moving HELP should be held fully responsible if an error occurs such as this. It is unfair, unethical business practices at least. BBB SHOULD NOTE THIS as an unsatisfactory complaint on company MOVING HELP.COM website and business creditials.

  *******************;

• Initial Complaint

  Date:07/04/2023

  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.

  June 6 I hired last minute movers from K&C MOVING out of *****, **. Before they started I gave them a BRAND NEW pack of uhaul blankets to cover the fragile stuff which wasnt much. During the move I guess they ran out of blankets and asked me do I have other stuff to cover my belongings. I told them yes and gave them my Personal blankets and covers from my bed which I have plenty. First I notice they threw my sofa over the balcony instead of walking it down the stairs. After they was finished I left drive hours to my new destination. We started taking stuff off the truck. I noticed they use my unborn baby brand new rug to cover something and it has stains that wont come out. I notice my tv inside my sofa once we tried to pull it out it was stuck to the inside of the sofa. We pulled the sofa off the truck to get some light to see how it was stuck. The bottom of my tv was catching onto a piece of wood inside the sofa. Finally we pulled it out I noticed I had scratches on the screen and the bottom on my tv was damaged. I had a small flat moving cart they used to store things on top Im missing screws to the wheel that I didnt find on the truck. So I went on moving help to file a complaint the company contacted me. First he apologized for the damages and asked what do I want him to do. When I told him I want a refund for my tv his whole attitude changed. He started putting blame on me saying I never gave his workers no protection for my things. When I showed him how I had protection and stop making excuses he started getting disrespectful saying what I shouldve done it wasnt they fault it was my fault etc.. So later he came back saying he would refund me half I told him that will not cover the cost of my tv. After awhile I thought the moving help resolution would help with refund but it dont. Its just me and the company talking which isnt working cause I dont deal with liars and disrespect. They need a better system to help people that is trying to get help.

  Business Response

  Date: 07/05/2023

  *************************,
  
  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 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.  
  
  Customer Review
  The ****************** marketplace and the Service Providers heavily rely on customer reviews and ratings. This helps future customers easily locate quality providers.
  
  How to leave a customer review:
  
  1. Log onto your Customer Account at **********************.
  2. Click on "Past Jobs"  
  3. Select Receipt and locate Write a review.
  
  Dispute Resolution ******************************* will assist you through an *************** with your Moving Help Service Provider. It is designed to shape communications into a constructive and polite solution.
  
  Here are the steps to do so:
  
  1. Log onto your Customer Account at **********************.
  2. Click on "Past Jobs" and select the order number (OR-).  
  3. Select "Report Issue" and follow the instructions.
  
  Contact the Moving Help Provider Directly
  You may contact your Moving Help Service Provider directly for resolution, the contact information we have on file is:
  
  Business Name: One More Chance Moving Labor and Cleaning Services
  Phones: ************
  Emails: ************************
  

  Customer Answer

  Date: 07/05/2023

  All they told me to do is something I already stated in my original complaint. I need assistance with the moving company not me communicating with them because they are not taking accountability.

  Business Response

  Date: 07/05/2023

  We truly apologize the Provider you chose when booking on MovingHelp.com is not resolving your concern to your satisfaction. Please keep in mind, the agreement when booking on MovingHelp.com that the Provider chosen is a separate entity, that Movinghelp.com is an online marketplace that does connect you with local movers in your area. Internally we have noted the account etc. You will want to pursue the Provider directly as they are their own entity if a resolution can't be made in the ************************** Once again, we truly do apologize for any inconvenience this may have caused.