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: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

• Initial Complaint

  Date:10/23/2022

  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 called ************** on October 21, 2022. I asked if movers could bring my Ubox to me over the weekend and unload it for me. I said that I could do Saturday, but preferred Sunday. I expressed concern that Sunday might not work if movers had that day off. I was reassured that they would be able to come on Sunday. The woman on the phone then scheduled Devine Movers through MovingHelp.com for Sunday and told me they'd call to confirm their arrival time. Earlier this morning (day of delivery) I had not heard from the movers and so I called **************. The woman (I think her name was ******?) told me I had to call them myself and find out why they hadn't showed up. I called and got no answer and called ****** at Uhaul back. ****** then BLAMED ME and said that I was the one who chose them so it was my fault. I told her I did not choose them, someone in her office did. I had no idea they were contracting out to MovingHelp.com. ****** then said she could not refund my money and could not find replacement movers. Later when I asked, she said she could hire replacement movers, at the cost of $1,000 additional from me. Which is more than triple what I paid for movers today. I asked to speak to ******'s manager, because she referenced talking to her today and she said I probably could not talk to her manager today and may not hear back from anyone until Tuesday. So not only did they not reschedule new movers, wouldn't refund my money-- I was also double charged for it. I have one completed charge for $313 and one pending charge for $313. Today I e-mailed MovingHelp.com to ask for new movers or some kind of assistance and they responded that someone already helped me so they were closing my complaint. No one helped me. This is also after ***** admitted to breaking the box and damaging my items. They said they can't remedy that issue until I see the box, but they won't help deliver it. I was charged $1500 for delivery of my damaged items to ********.

  Business Response

  Date: 11/15/2022

  We were able to get the customer ******** with ****************** order OR-9a0d99ad on 10/23 and she was issued a refund of $313.95 for the Provider that did not show. We are unable to resolve the issues regarding U-Haul, but truly apologize for the inconvenience and issues with Movinghelp.com.

  
  

• Initial Complaint

  Date:10/23/2022

  Type:Order 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 booked a move through this website on 10/1/2022 based on the reviews of the mover. The moving company was the worst I had experienced where they literally threw drawers and a vase in the truck (and hid the results so we would pay them), harassed me for a tip afterward and then threatened me when I posted a negative review where we felt physically unsafe in our house. I had to hire another competent moving company at the cost of $400 to repack everything. Otherwise my furniture would've been destroyed had the truck been moved. Movinghelp.com did nothing to help us, taking no responsibility and refusing to claw back the payment to this company, even being nonchalant when I told them about the harassment and threats from the moving company.

  Business Response

  Date: 11/15/2022

  The customer was directed to the Provider directly in the past and opened a Dispute Case regarding the issue. We were able to issue a refund of the full amount of $324.95. Anything outside of this amount will need to be pursued with their Provider outside of Moving Help. We apologize for the issue this has caused. 

  
  

  Customer Answer

  Date: 11/15/2022

  
  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:10/21/2022

  Type:Customer Service 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.

  10/10 I was referred to movinghelp.com by **Haul. Their site said they were *************** Their customer service agent say they are not. After contracting for services with one of their providers I was ghosted and my money was gone. When I called customer support they told me first that they were the only ones I could talk to, second they wanted me to file a complaint, which I did, and third its not their problem theyre only a market place. I am out $375 plus the extra days rental on the **Haul truck. This company is taking no responsibility for what happened. They are recommending this song as vendors. I am 70 years old living on a fixed income and trying to recover from a hurricane that did more damage than you can believe. They provided movers who didnt move as much as a lamp yet they have been paid for the move as well as their vendor, all hands moving from the land. This is beyond shabby and someone needs to pay

  Business Response

  Date: 11/15/2022

  The customer eventually was able to speak to us regarding the issue and let us know she provided the payment code. Steps to pursue the Provider directly for any issues regarding this have been given. Unfortunately, since the payment code was given, Moving Help no longer has the funds.