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:02/07/2023

  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.

  The date was August 8/15/2022 I tried disputing it with my CC because Moving Help said they weren't liable.1-I'll be very clear, I wasn't the one loading the truck, that's why I hired professionals.2-They loaded ***es at one house that were already packed, marked fragile, etc. all they had to do was load with a dolly from the garage. We drove 1 mile to my other house and the furniture was in the garage. We picked up a sectional, another sofa and chair, a dinning set, and a ***************** and 2 ***es, which may have taken maybe an hour. We drove back to the first location to repack what was just picked up at the other location, load up the rest which only ended up being 1 queen **** dresser and Nightstand, desk, king **** nightstand, and a filing cabinet. They had to take the king *** apart, queen (kind of, I had taken most the screws out, and they took the desk apart.3- They took an extremely long time. The **** unload took 2 hours, that was setting up the ***s, moving all the furniture in the house, moving around other furniture in my house. They only thing they didnt' have time to unload was the ***es that were loaded at the front of the truck at the first location. That took me myself a half hour to do.4- As you can see by the ***es they crushed several that were marked breakable fragile, etc.5-I would have never let them not cover my sectional and protect it so it was clear I wasn't out there watching their every move. I didn't feel I needed too. So why the merchant is blaming me is, oh I get it, they don't want their money taken back for the lazy unprofessional job they did. The employees apologized to me for taking so long. They said they were tired and hadn't eaten breakfast or lunch. Not my problem......They took way too long besides ruining my furniture 6- As far as the blankets go, I had plenty, several dozen blankets. I also had wrap and bands, they said they liked the bands and asked me where I got them. The bands work great, the key is you have to put a blanket on the item and actually put a band on them. They didn't wrap all the pieces of the black sectional. There were 3 pieces that were damaged. If they didn't feel the bands were good they should have used the saran, I could have cared less either way. 7- My brand new ******* Headboard and rails were chipped. 3 pieces of my black leather sectional were damaged, my two brand new king *** springs were destroyed not just the lining, front, back and the wood frames were broken.8- There was also an antique vase that was cracked at the bottom of the pile of ***es, that's irreplaceable. I am going to see if I can get that fixed. I didn't unpack the ***es right away so I wasn't aware until a week or so later.Thank you,***********************

  Business Response

  Date: 02/08/2023

  Hello, thank you very much for reaching out to us regarding this matter. We are terribly sorry to hear that you had issues with your Service Provider. Please keep in mind that Movinghelp.com is an online marketplace that connects you with local movers in your area. Per the agreement that you acknowledged when ordering, once the Payment code is released, funds are sent directly to the Provider and you will need to work with that Service Provider regarding any type of reimbursement as they are a separate company. It is outlined, for you not to release any payment code until you are fully satisfied with the work completed. As stated above, we do truly apologize for any inconvenience this may have caused you. You are welcome to reach out to that company directly, which is ********* And More. You can reach them at ********************** or by phone at ************, which was originally sent on 8.12.2022, if the resolution in the Resolution Case isn't applicable for you. You can pursue them outside the marketplace if needed. As they are a separate company and you did provide the Payment Code, pursuing them directly is the outlet at this point. Once again, we do apologize for any inconvenience this may have caused you.

• Initial Complaint

  Date:02/07/2023

  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.

  i hired movers through this company. the movers broke my stuff. i emailed them and got no response. i messaged them via the portal and opened case number 37474. they are refusing to help me. i need more help. i will dispute this on my card if i am not helped. they clearly broke my stuff and i have proof. also one of the movers was an hour and a half late and they kept threatening to charge me more if the time went over which i told them would not be ok because i hired two movers not one. i had to go back and make 3 trips of my own to move the remainder of my stuff because they didn’t get it all in time

  Business Response

  Date: 02/07/2023

  Thank you very much for reaching out to us regarding this matter. We are sorry to hear of this. We do see that you have a Resolution Case with the Provider, Moves For Jax. Movinghelp.com is an online marketplace that connects you with local Providers in your area. They are a separate company. You will want to work with them directly in the Resolution Case. You are though, welcome to reach them through their phone and email as well. You can reach them at [email protected] as well as by phone at 904-708-5261. This information is also located in your reservation confirmation email that was sent on 11.14.2022. Once again, we do apologize for any inconvenience this may have caused.

  Business Response

  Date: 02/23/2023

  Thank you very much for your follow up response. As outlined previously, it does show you provided the payment code to the Provider the day of service was complete. You are welcome to reach that Provider directly as they are a separate company. You can reach them directly at: Business Name: Moves For Jax
  Owner Name and Address: Brittany Williams
  8121 Cheswick oak Avenue
  Jacksonville, FL 32223
  Phones: (904) 708-5261 - Cell
  Emails: [email protected]. As agreed upon in initial agreement, Movinghelp.com is an online marketplace. The Provider is their own company, any issues you may have with them directly will need to be discussed in the Resolution Case area of your account or by reaching them directly. Once again, we do apologize for any inconvenience this may have caused you. 

• Initial Complaint

  Date:01/14/2023

  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.

  ***************************** wrongfully deactivated moving help account without an investigation. Since there is no contact support available via phone for movers we are subject to discrimination.l WITHOUT explanation, which is what I believe happened here due to where I conducted business and my ethnic name

  Business Response

  Date: 01/16/2023

  Hello, thank you very much for reaching Movinghelp.com. Per the notes on the account, this is based your account, which was explained in November. If you are in need of future assistance and would like to discuss this further, you would reach out directly to ************************************. That team will be able to discuss this further with you. Once again, thank you for reaching out. We look forward to hearing back from you, so this can be outlined further through that route. Have a wonderful day and please stay safe.

• Initial Complaint

  Date:12/31/2022

  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 am re-opening this case against movinghelp.com. They offered a $170.95 refund from my compliant ID ******** (below). I accepted which closed the case but they never sent the refund.We used movinghelp.com to hire a company called On Call Movers. The movers did a terrible job loading our furniture and did not follow directions on our boxes to place fragile items on-top of heavier/bulkier items. The movers also did not properly stack heavy furniture items which has resulted in significant scratches to furniture and crushed/damaged items. Movinghelp.com has been absolutely no help in this situation as we have filed a formal complaint on their website almost a month ago and the issue has not been resolved. Movinghelp.com is not adhering to their own resolution marketplace policy and we want a refund.

  Business Response

  Date: 01/03/2023

  Hello, please provide a full address as to where the Check was to be sent so we can look into this for you. I look forward to hearing back from you.

  Customer Answer

  Date: 01/04/2023

  I had previously replied that the check should be sent to ************************************************************************ 29690.  

  Business Response

  Date: 01/05/2023

  *****, this has been submitted to the correct address. Please allow **** business days to receive this check. Thank you and have a great day.

• Initial Complaint

  Date:12/10/2022

  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 reserved a * Box. The entire experience has been handled very unprofessionally. They messed up the drop off date. The guy they sent to my house to drop off the * box and me if I wanted to go in my house " and talk for a little bit". I was hole alone and a female. This made me very uncomfortable. I made a complaint, and no one has followed up. Now I get to my moving destination, and they have failed to deliver the * Box to my house. I was on the phone with several people for several hours. Their only solution was to change me more money and wait three days later to get by * Box delivered. I requested to be transferred to escalations. I got transferred 3 times and none of them were escalations.

  Business Response

  Date: 12/16/2022

  Customer has been reached out several times about the situation (12/2, 12/9 and 12/13) and  and was refunded for her Moving Help portion on the destination side. She was also responded thru U-Haul Customer Action File that was started. 

• Initial Complaint

  Date:12/09/2022

  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 movers on the **Haul Moving Help website, along with a **Haul truck on 11/20/2022. My moving date was 11/29/2022. The movers were late, no worries. They packed up the truck and we were on our way. This was a very short distance move. They unloaded the truck, and we went over our 2-hour reservation. So they asked for $100 cash for another hour, which is double the price on the **Haul website, but we paid it. After they left, I discovered two of my four televisions suffered internal damage. The screens do not work, the inside is cracked. I texted the mover and he called me the next morning. He said that he didn't utilize the padding. I purchased moving pads, you can see that on my reservation. He said would contact **Haul for reimbursement on the TVs. It has been over a week and I am no longer able to contact him. I'm not receiving any replies. This is ridiculous.

  Business Response

  Date: 12/16/2022

  Customer has never reached out to ********************** directly. Customer can email in to support@********************
  
  Customer gave the payment code to the providers. They have 2 options. They can start a Dispute Resolution Case thru the website with the Service Provider. Movinghelp.com does not get involved with customer and provider disputes.  Below are the instructions to start a Dispute Resolution Case. 
  
  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: North Star Moving Company
  Owner Name and Address: ***********************
  2514 ***************
  

  Customer Answer

  Date: 12/16/2022

  I already have the movers information, this doesnt help at all. What am I supposed to do, call him until he gives me money? He told me we were going through U *************** Youre telling me that you contract movers without any insurance? 

  Business Response

  Date: 12/19/2022

  Thank you again for reaching out. We do offer Providers that offer the Safeload Coverage, but the Provider you chose doesn't offer that, nor did you choose that when attempting to book. We surely do apologize for the situation at hand. From here, you will want to connect with the Service Provider directly and put forth a Resolution Case with them to discuss a resolution as we are a third party marketplace and the Provider is a separate company. Below is that information:

   

  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: North Star Moving Company
  Owner Name and Address: ***********************
  2514 ***************
  *************, ** 34953
  Phones: **************
  Emails: ******************

• Initial Complaint

  Date:12/08/2022

  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.

  Uhaul has a subdivision called MovingHelp.com. It is where they have a list of preferred vendors who will help you load and unload their trailers and boxes. Here is the problem: if you have any difficulty or discrepancy with the moving vendor you hire through their Uhaul-branded website, they tell you there's nothing they can do because it it managed by a third party (MovingHelp.com). When you contact MovingHelp.com, they tell you that they can't do anything about customer satisfaction issues because they are a Neutral Venue, even though they list/recommend these movers as preferred vendors and you find, secure, and pay for the services on their site. In the end no one is responsible for rectifying any issues. I don't seek money, but I would like to discuss this with someone with authority over vendor selection at either Uhaul or MovingHelp.com so others don't have the same experience we did with a mover they recommended. Thanks.

  Business Response

  Date: 12/16/2022

  There is a report against the Service provider and they were asked to refund the customer for the Additional charges that were made against the customer. 
  
  Also Customer has a right (which was explained to them in email on 12/8) to start a Dispute Resolution Case with the service provider.

• Initial Complaint

  Date:12/05/2022

  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 have a formal complaint against Movinghelp.com I am requesting a full refund of Requesting full refund of ****** that was taken for a service that was not provided to me. The merchant took my money without rendering the service. I have reached out and now no response what so ever from moving help.com or the two movers ******* or **** this stressful situation has caused me to file this formal complaint. Please do the right thing by providing me my refund for a service nor provided.

  Business Response

  Date: 12/06/2022

  Hello, I am sorry to hear you had issues with your Service Provider. I do see that you were fully refunded in the amount of $275.92 on 12.5.2022, which does take 5-7 business days to see that on the account. Once again, I do apologize and for any inconvenience with Movinghelp.com. 

  Customer Answer

  Date: 12/07/2022

  
  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:11/18/2022

  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.

  I scheduled a move through movinghelp.com and the movers did not show. I had to spend 2+ hours on the phone trying to resolve the issue, reschedule the move and have my belongings released. They were not able to assist me with anything regarding my move and the only solution they could provide was to issue a credit to their company store. Despite the actions of the company causing me additional costs, time off from work, and extreme emotional distress due to the service provider contracted by them missing the move time, they were unable to assist me with a new move or cover the additional cost incurred to reschedule the move to another day. There business practices are unethical and immoral.

  Business Response

  Date: 11/21/2022

  Hello, we are truly sorry to hear of this matter. I do see that the order was cancelled and a refund was submitted back to the card on file. That typically takes 5-7 business days to show back up on the account. If there is anything else we can assist with, please don't hesitate to reach out directly to [email protected] so we can further assist. 

• Initial Complaint

  Date:10/24/2022

  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.

  On October 6, 2022 I was directed to MovingHelp.com via the UHaul website. I paid $380+ for moving labor, All Hands Moving/************************* in ******, **. The movers did not move any of my furniture. They didn't even try. I asked them to just get the big things but they walked away saying they would be back the next morning at 7:00 am. At 9:00 I texted them and was told that his was truck was broken and he was waiting for a mechanic. I checked with him throughout the day, offered to come pick them up but all for nothing. They had my code then took the money and ran. Not only that, I kept the Uhaul truck, paying daily rental and insurance while expecting them to show up. I had to pay someone else to complete the move.These are shady business practices I contacted MovingHelp.com and basically got a "so sorry" reply. Neither U