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:07/14/2023

  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.

• Initial Complaint

  Date:06/30/2023

  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 6/24 I reserved my uhual and was asked multiple times about hiring help to load/unload. We had choose the option and was directed to **Huals moving help page. At this point, I booked with all my information and submitted a payment in the **Huals moving help website, which was taken from my account immediately. The company I hired to move boxer to the truck I rented reached out quickly and we went over all the information and verified it all. Tuesday 6/27 I reached out to the company and verified again. Then less than 24 hrs before the schedule move, the company texted me and told me they would not be able to completed the move due to unforeseen circumstances and told me to reach out to **haul about getting another company to help. Reached out to Uhual and the moving help department. Spoke with a gentleman about this and he was trying to re book me with another company but since it was less than 24 hr notice, prices were tripled. At this point I just wanted my money back and to go find moving help that will actually show up. I asked to submit a review on their site for this company so it does not happen to anyone else. The gentleman on the phone told me I am unable to as it was cancelled. It was canceled because your company cancelled. He proceeded to tell me they are just a marketplace for companies. I completely disagree as your site the one who adds companies to the list and was the company who took my payment. Stand behind companies you place on the list. He also proceeded to tell me that my refund will take 3-7 business days. That is unacceptable as the cancel was not by my doing or choice. The service paid for was not being completed as agreed and this not put me in a hole as I have to pay for a new moving company and fingers crossed I get my refund. I will never again use this company and wish I didnt already rent a truck from uhual. I. The future I will rent from another company.

  Business Response

  Date: 06/30/2023

  Hello *****,

  We do apologize to hear of this matter. Please keep in mind, MovingHelp.com is an online Marketplace that connects you with local Providers in your area. We truly do apologize for any inconvenience with the cancellation. With refunds, we refund immediately, it just takes typically 3-5 business days to show up on your account based on bank regulations and most banking institutions, which is not something we can control. Rest assured, when the order was cancelled we processed the refund. To learn more about the time frames from your banking institution for refunds, we do urge you to reach out to them if applicable. Once again, we do apologize for any inconvenience.

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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.

  June 15, 2023 I hired movers from Dedicated Movers LLC. During the move a carless mover admitted to damaging my ** by accident by placing a 40 pound mirror on top of it. The employee of Dedicated Movers suggested I could file a report with the customer service department with my JOB ID but I would only receive 50% of damages reported. The ** is estimated to cost $700. The employee of Dedicated Movers informed me my other option would be to wait for 2 weeks and he would bring me cash for my **. I chose to go through the proper channels with MOVING HELP. **************** with ******************** consists of automated emails, they do not actually read your issues. They provided me with Dedicated Movers LLC information which includes a non working email and a ****** Voice number that does not work. Moving Help OFFERED NO SUPPORT. In the meantime I left a review for Dedicated Movers LLC which resulted in being threatened by the mover in text messages and over the phone. Moving Help still has not assisted with damages or the harassment. Just more automated emails with no real assistance.

  Business Response

  Date: 06/26/2023

  Good afternoon, We do see that you just got off the phone with ***** and we have refunded your order for all the inconvenience the service provider has caused. Your $178.00 was refunded back to your **** card ending in 2023. Depending on your bank that can take 3-7 business days.

  Customer Answer

  Date: 06/27/2023

  
  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,
  
  ***** Pittmna
  
   
  

• Initial Complaint

  Date:05/27/2023

  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.

  The movers showed up two hours late, and there was poor communication. They were supposed to get there at 10 a.m. on 5/26 and got there around non 5/26. I had to call the owner several times as I was on a time crunch and needed to return my **Haul at a certain time because there was a reservation after me. His responses were vague. They were two hours behind, and things went a little slower than I thought they would. That is understandable, but the issues came from parts missing from my bed frame and a broken dresser on top of the tardiness. My home has also endured numerous damages from the move. I ended up turning the **Haul in two and a half hours late and had a big mess to clean up when I got to my new home. With the multiple things that had gone wrong that day, I sit to relax, and then all of a sudden I receive this text from the owner saying "Fuck you and your two stars". So unprofessional and unacceptable. This is an unprofessional way to run a business.

  Business Response

  Date: 05/31/2023

  Hello, thank you very much for reaching out to MovingHelp.com regarding this scenario. We are truly sorry to hear you had a concern with a Provider. Please keep in mind, that Movinghelp.com is an online marketplace that connects you with local Providers in your area, which are separate companies. After further review we do see that you have created a Dispute Resolution Case with the Provider themselves. As they are a separate company, you will want to reach out to them directly regarding any type of resolution as the Payment Code was provided to the Provider. Per the Customer Agreement, it's outlined that the Payment Code is not to be released to the Provider until the job is completed and you are fully satisfied. As the funds are no longer with MovingHelp.com and to the Provider, as you provided them the code, you do have to pursue that direct company directly. 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. Once again, we do apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 05/31/2023

  U-Haul should be responsible for their Moving Help providers and their actions, as they do business affiliated with their name. They have put my personal information on their ******** page, which is an invasion of my privacy. 

  Business Response

  Date: 05/31/2023

  ******, once again, we truly do appreciate you reaching out to us pertaining to this concern. As outlined previously, per the Customer Agreement, it is understood that ********************** is an online marketplace that does connect you with local Providers in your area that are separate entity. Outside the ************************** you would need to reach out to that Provider and their entity directly pertaining to your request and concern. This has been notated and outlined on our end on your order as well. Though, we can understand your concern, MovingHelp.com does not own the entity that you did work with, that would need to be addressed with them directly per the Customer Agreement when booking on **********************. 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. Once again, we do apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:05/25/2023

  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 was double charged and refunded, then double charged again and was told they have no records of ever refunding me. i didn't authorize an additional transaction. also, there was a company listed under ubox delivery, but after booking, the company said they've never offered ubox delivery.

  Business Response

  Date: 05/25/2023

  Hello, thank you very much for reaching out to us regarding this inquiry. We do see that you spoke to someone regarding this scenario today. Per our records, we do see that you were refunded. Please allow 3-7 business days to see that refund reflect to your bank. We do apologize for any inconvenience, rest assured they have been sent. We do appreciate you as a Customer and hope you have a wonderful rest of your day and stay safe.

  Customer Answer

  Date: 05/25/2023

  
  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:05/22/2023

  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 booked services through uhaul for loading-unloading help. I provided the owner specific instructions upon arrival. One being that I will disassemble my bed once he moved the mattress. Its a ***** bed and comes apart easily. ***** completely ignored me and started lifting the bed frame in the air to move it all in one piece, I ran into the room and asked him to put it down. He said theyll move it in one piece and I said they cant because it comes apart easily and asked him again to put it down. He flipped it vertically and it fell apart and a piece broke. I was upset but I figured Id make a claim. I started that process as they were unloading and he threatened to stop working and leave. I told him go right ahead since Id rather he leave and I find someone else then he be upset and destroy my things. He then started arguing and yelling at me in front of the apartment, the maintenance person is witness to that and came outside to check. He also put boxes on their side and upside down while unpacking. Im assuming because he was upset. Immediately after he broke my bed right in front of me I reached out to moving help and they essentially told me I need to work it out with the mover. As a company facilitating a service you would think they want to ensure good service but instead they leave you as a consumer to figure it out yourself. I also attempted to go through the complaint resolution center and the mover outright lied and wrote they have no recollection of this. I reached out to moving help immediately after it happened. So I asked moving help to provide me a chat transcript and they also refused. I would advise against using moving help services and vendors.

  Business Response

  Date: 05/23/2023

  ***********************************,
  
  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 online dialogue 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: Bundle Up Move
  Owner Name: ***********************
  Phones: ************
  Emails:*******************

  Please keep in mind, with Movinghelp.com being an online Marketplace for local movers in your area, you will need to reach that separate company directly regarding a resolution in this matter. We truly do apologize for any inconvenience.

  
  

  Customer Answer

  Date: 05/23/2023

  Leaving it to the customer to resolve on their own through the dispute resolution center has proven to be futile. The mover misled and lied until I stopped engaging. There is a button in the argument section that says "Close," and no other button such as "Unresolvable" or "I need help. This leaves the customer and mover in a virtual boxing match with no way out. No intervention from your company, customer service is also not very helpful. I tried calling, i tried chatting and your platform leaves customers with no way to actually resolve their issue. The issue lingers  without any intervention and you leave customers at the mercy of an unethical business owner!

  Business Response

  Date: 05/23/2023

  Once again, we truly do apologize for any inconvenience this may has caused. As outlined previously, Movinghelp.com is an online marketplace for local movers in your area to assist, which are separate companies. Therefore, you will want to reach out to them directly regarding this as they are the company that you did hire. We do offer the ***************** for you to work it out with the Provider on the site, if a resolution isn't found through that route, you can reach them directly regarding their dispute policies. We do apologize for any inconvenience.

  Here is their contact information:

  Business Name: Bundle Up Move
  Owner Name: ***********************
  Phones: ************
  Emails:*******************

• Initial Complaint

  Date:05/22/2023

  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.

  On 5/19 my husband and I booked moving help from the company.We did not receive the services and was only told so after payment. We never received the service nor our refund. We are still presently waiting. This put us in a hardship and cause ** to have additional expenses we could not afford. When we contacted the company, no resolution was reached.

  Business Response

  Date: 05/23/2023

  Hello, thank you very much for reaching out to us regarding this inquiry. We apologize to hear of this matter. In order to better assist, can we please have the phone number, email address and full name on the reservation so we can further look into this for you? Once again, we do apologize and look forward to hearing back.

• Initial Complaint

  Date:05/16/2023

  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 was charged $184.15 for moving help, who never came nor contacted me. I have sent an email & attempted to use the live chat feature on the website, the only means available to contact customer support, and gotten no reply. I made arrangements for this service through the ***** app, but ***** representatives deny any authority to address the situation, claiming that moving help.com is a separate business. But, the movinghelp.com website has powered by ***** displayed prominently in their header, and the chat bot on movinghelp.com is named *****. I expect that my inquiries will result in being told that movinghelp.com has no control over local movers listed on their service, with the excuse that they are independent contractors. The movers in question were named moverz, all lowercase. This appears to be a Russian Doll scam. A ***** representative I spoke to said it happens all the time. All communication was via ***************** so I have no supporting documents.

  Business Response

  Date: 05/17/2023

  Thank you very much for reaching out to us regarding this inquiry. Please keep in mind, Movinghelp.com is an online marketplace that does connect you with local separate companies in your area to assist you with your moving needs. We will need a bit more information pertaining to this, as I do see a completed order and one order scheduled for today. If you can please provide the exact date of service as well as company's name that you booked, so we can further investigate the scenario at hand. We do apologize for any inconvenience this may have caused you. Thank you and we look forward to hearing back from you.

• Initial Complaint

  Date:05/10/2023

  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.

  On May 4, 2023 I paid ****** for moving assistance for the morning of May 5. The **haul app was not working properly and no matter how many times I selected "morning" in place of "afternoon," the app kept reverting to afternoon. I went ahead and paid the money. I called the contracted mover from Movinghelp.com shortly after paying for the service to confirm that they could make a morning appt. He called me back later and confirmed a timeframe from 8-9 am for May 5. At 8:50 AM on May 5, I contacted the mover via text messenging. He stated that his friend got into a car accident. I repeatedly asked him for an ETA. At about 9:00 he gave me an ETA of "56 minutes" I explained that my Air BnB checkout time was 10 AM. I had no choice but to load the truck myself. It would have taken 2 guys about 30 minutes. I took me about 1 hour. I requested a refund by calling customer service, but they told me they could not help. I attempted to go through website, but there is a process in place where the customer and mover are set up to argue it out. Literally. The mover mislead and lied until I stopped engaging. There is a button in the argument section that says "Close," and no other button such as "Unresolvable" or "I need help" *********** just leaves the customer and mover in a virtual boxing match with no way out, and no way to ask for help from customer service. It just lingers there without any intervention. I tried calling, but I can't get through. They don't staff the phones sufficiently. I had to go through **haul to get transferred for the first call to reach out to customer service.

  Business Response

  Date: 05/11/2023

  Hello, thank you very much for reaching out to us. We truly do apologize there was a conflict in your scheduling with the Moving Help Service Provider. Please keep in mind, Movinghelp.com is an online marketplace that connects you with local separate companies in your area to assist with your Provider needs. I do see this wasn't cancelled just yet, I went ahead and cancelled the order for you and sent you a refund back to your card. Please allow 5-7 business days to see this refund. Once again, we truly do apologize for the inconvenience.