Complaints

This profile includes complaints for MovePro LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MovePro LLC

  1923 Staunton Ave Los Angeles, CA 90058-1031

• 

  MovePro LLC

  12432 Exline St El Monte, CA 91732-2906

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:12/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Moving day shows up, two non-uniformed guys in a de-badged ****** moving truck from MP. They tell us they need to do a walk-through to confirm the quote. They see all of our boxes already moved to the garage and stacked in a corner, our TV they were to pack on the second floor, and our bed/dresser on the third floor.
  
  They tally everything up on an envelope, no forms, not a computer, an envelope. Start putting money figures on one side and some on the other. Total is now going to be $8100, not $5600, plus the $1400 deposit. My wife and I are blown away, but we literally have to move as we just sold the house and don't have time to spare, so we agree to the price. MP guys tell us that we can save money if we pay them cash for some of the moving services.
  
  Because the two guys can just say there was only one flight of stairs. So $1400 of the costs were for that, and we could just pay them $600 and that would save us $800. We are thinking to ourselves, great this will help us get closer to the original quote, so we reach out to family and get the cash. It goes through ***** and they said "can you make it $614 to cover the fee?"
  
  My wife and I need to save money, so she asks the guy if we get rid of our large 5 pc sectional, would that save us? "oh yeah, that is a bulky item and it carries a $150 fee plus the cubic feet you will save, that will take about $1000 off". We put the sectional, our 6pc dining set on ******** for free to whoever can show up in the next two hours. We had a ******* as well, we were going to sell that for $300 to get rid of it for space, but the mover said he would buy it.
  
  Everything gets loaded, then the guy who was pushing the cash deal earlier starts to re-tally everything. He looks confused and is struggling with his envelope math. Tells my wife the total price only moved $700 and the cash we paid wasn't part of the original $8100. He says, if we kept everything else that we gave away, it would have been $10000 for the move.
  

• Initial Complaint

  Date:11/26/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Date of transaction: June 2022 Amount of money paid: Approximately $2000 Nature of the dispute: Lost items (unfulfilled contract)I had a shipment scheduled for delivery for early July. Contract was created and agreed upon more than a month prior. What was supposed to be a July 1st delivery date ended up being a July 25th delivery date. I was sleeping on the floor for more than 3 weeks. In addition, the delivery drivers did not allow me to see my items in the truck or begin unloading without payment. I was a bit reluctant because I like to make sure everything is in order but I made my payment beforehand. Once the items were brought into my apartment, I noticed there were several items missing: TV, new pots and pans, new tupperware, folding table, chair, etc. My items were picked up in early June and trusted in the hands of these people. I fulfilled my end of the contract by staying within the limits for the move and also making timely payments. Movepro LLC did not fulfill their end of the contract. It's been nearly 5 months since and still nothing. They have been very unprofessional and have refused every opportunity to make things right. Ive given plenty of time and plenty of notice.This is my first time writing a bad review for a company. Please be wary and cautious of them. If able, choose another company. Moving is already stressful but working with Movepro LLC will make it a nightmare.

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Date of the transaction Pick-up - 10/14/22. Drop-off - 11/13/22. The amount of money I paid to the business $959.44 on 7/27/22.$500 on 10/10/22.$4,845 on 10/14/22.$3,685 on 11/13/22.What the business committed to provide you ************ cross-country move with premium packing and materials.What the nature of the dispute is After thoroughly reviewing our inventory with Safe *********** Services (the broker), our final quote pre-move was $4,074.80. This included 428 cubic feet and premium packing services. Upon arrival, the lead mover shared that the move would actually be closer to ***** cubic feet. The movers didn't finish the move (40% of our kitchen wasn't packed) and we had to throw a non-trivial amount of our items away since we were leaving at 5am the next morning. The lead mover showed us a bill that quoted the move at ***** cubic feet however did not review the inventory with us or provide evidence that the items packed caused an increase of ***** cubic feet. The adjusted cubic feet increased the payment amount by $7,075.The movers delivered all of the household items into a 10X10 storage unit, therefore, proving the items were less than 800 cubic feet (photo evidence attached). Note that the picture does not include a queen ******** (******** only) and a 55" ********** as we loaded those into our car upon delivery.Whether or not the business has tried to resolve the problem Prior to drop-off, I reached out to MoveProLLC to request a partial refund given our experience and to contest that our cubic feet were significantly less than the adjusted figure of ***** cubic feet. One of the supervisors approved an $800 discount. After delivery and factual confirmation that our moving items fit well within 800 cubic feet of storage space, I submitted an ************** to recover costs on 700+ cubic feet (~$4-6k+) and was told to seek legal action as they weren't willing to resolve the problem further. Account/Order/Tracking number Order number: AA6157513

• Initial Complaint

  Date:10/31/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In July 2022, ***************** contracted out my move ************************** to MovePro LLC. Order No ********.
  We paid for Full Service Packing (see attached contract for details). On the day of the move (7/12/22), the movers were not aware that they were performing full service packing, so they did not bring normal packing materials. They made me to pack the large majority of my room by myself. At the end of the day, they didn't let me see any of the paperwork, except for the new total charges, which were >$600 more than the estimate from ****; they said we could email the company the next day if we wanted to see the paperwork.
  Once we got the paperwork, we saw we had been charged $220 for packing 11 large boxes, $70 for two rolls of shrink wrap, $49 for a TV box (the TV had been partially wrapped in one of the boxes I provided with no extra box or padding), $120 for 3 small soft crates (which did not exist), $100 for an elevator fee, and $75 for a long carry fee.
  In regard to delivery, we asked the movers to reassemble the furniture, as this was included with the Full Service Packing. They said they had another job to get to. We asked them to call MovePro, and offered to let them use our phones, but they said they would go down to the truck to call. They never returned, and so in addition to not reassembling the furniture, they never gave us any paperwork or checked the inventory.
  I am requesting an immediate refund for the following fraudulent charges: Fee for packing 11 large boxes - $220, Fee for shrink wrap - $70, Fee for TV box - $49, Fee for 3 small soft crates - $120, Elevator fee - $100, Long carry fee - $75, Full service packing fee - $420
  Total = $1,054
  I emailed MovePro LLC on September 4th detailing the above information and have spoken on the phone with various MovePro employees since that time. They are refusing to refund any of these fraudulent charges because they said the contract is already closed. Of note, payments were made via******.
  

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  February, 2022 I requested quotes to move 1 bedroom from ****************************************** on June 13, 2022.***************** gave me the best offer and stated if I went with him, **********, Broker that my price of $2,500.00 would be locked in with a deposit of $1,000.00 according to the inventory that I had provided. I signed the contract for $2.500.00 and a deposit of 968.00 was taken from my bank account instead of the $1,000.00. After submiting the deposit I was sent a copy of the contract along with the inventory I had previously provided. However, the inventory that was sent was inaccurate. A lot of the items I provided to ********** were missing. I contacted Homsesafe Transit on several occassions during the months of January to March; leaving messages that his inventory on the contract was inaccurate . I got a call 5 days before my scheduled pick up to go over my inventory. I explained to Mr. ********* that the original inventory was inaccurate and a lot of the large items had been removed, so therefore, I had even less than what was originally stated. Mr. ***** advised me that I would have to pay an additional 3.316.00 due to the current inventory. One half of 1658.00 would be due at pick up and the remaining half at delivery. I then got a call from MovePro LLC. asking if they could pick up on 6/14/22 instead of 6/13/22. I agreed to the change in date. Two movers arrived around 9:30 a.m. on June 14, 2022 and had a bunch of blank forms for me to sign. They After loading 30 boxes, 2 chairs and queen head board and foot board, queen mattress and box spring and 2 chest of drawers, and 1 refrigeragtor, the movers stated that i went over my 769, cf to 1200 cf and was charged an additional $3,000.00. 90% of my items arrived damaged and was only offered $180. for my claim of damages. My move went from $2,500. with the Broker to $8,000. with Move Pro, LLC. Scandalous Business!! I am therefore requesting refund for damages of $2,000
  

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We paid MovePro LLC roughly $5k to load our items *************** on 9/14/22 and drive them to ********. Delivery was on 9/26/22. Upon unloading our items, we found a very large amount were damaged or broken beyond repair. We took pictures and documented everything carefully and filed a claim with the company. They gave us no option but to sign paperwork during pickup waiving liability. We were not given an opportunity to read through the contract or any paperwork before they arrived, so we were pretty much trapped into signing whatever they forced us to. This job was brokered from the company we originally reached out to, *********. The paperwork they made us sign apparently made them feel like they were untouchable and we cannot do anything about items that were broken. They are refusing to reimburse us. We have thousands of dollars of broken items, not to mention how much money we paid to have things moved out here that are now useless to us. We feel that the business has been completely disingenuous in the paperwork they forced us to sign the day of pickup. There is no protection for customers when working with this company. We should be reimbursed for their carelessness. They were hired for a job and failed at it. Any business that stood behind quality service would see the pictures of the damage they did to our items and try to make it right. This company has behaved like criminals and we are not willing to let this issue drop. I don't know a single person who would be happy with the results of this move especially with the high price tag that was paid for their services. We asked this company to reimburse us for $2267.62 for items we have had to replace as well as the cost we paid to have these now worthless items shipped to us. Please make these extortionists answer for their behavior.
  

• Initial Complaint

  Date:09/07/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  5 bedroom house was packed and ready to go when MovePro picked everything up on July 6th 2022. Starting July 8th, the contract states that they had 17 days to schedule a delivery date. This period came and went with no updates. At this time we are still waiting on our things to arrive with NO SCHEDULED DELIVERY DATE. It is September 7th and tomorrow, Sept. 8th, will mark 2 months since the beginning of the timeframe for their 17 days to schedule a delivery. I continue to get the same answer when calling nearly every other day. There are no 18 wheelers to deliver your things and we are unable to estimate when these will be available for your delivery. They state they will speak to the logistics manager and give me a call back and not once have I ever received a call back. We are sleeping on the floor as a family of 5 in our rental home and this is unacceptable for this time period. We feel as we have given them over 2/3 of the final cost that we have been scammed.
  

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5/24/22, I contracted with ***************** (broker) for a move ************************. They originally quoted me $8521.60 for 986 cf for moving on 7/8/22. I explained that I didn't have a firm moving date but would call and confirm date within the next two weeks. On 6/9/22 I called MovePro (assigned mover) and confirmed the date of July 15th. I was told there would be a $250.00 change date fee. Contract says I can change the date up to 7 days before original pickup date with no charge and I changed it a month before the date. On July 13th I spoke to **** to confirm items and truck space. He suggested to up the space to 1200cf just to be safe and I agreed. He said if I didn't use that much space, I would be refunded for the amount not used. July 15th, 3 men from MovePro LLC arrived to pack my items in a 26ft truck. After they loaded everything, they said that I used 1815 cf. They refused to let me see in the truck to see the space. I was almost perfect with the number of items and boxes I had originally estimated. I was not provided a copy of the inventory forms they used to inventory my items. July 26th, my items arrived, again in a 26ft truck. I saw that the back of the truck was only a little over half full. The other half was empty except for a couch that wasn't mine. I asked if that was all of my items and the driver said yes, and told me that there was 1050cf of space used. I told him that I had paid for 1815cf of space and was concerned that some of my items were missing. He stated that this time it was packed better. Most of my boxes arrived in horrible condition. They were crushed, re-taped and broken. Numerous knicks and dings in all my furniture because they treated it so poorly. I am missing 2 medium size (**********) boxes and the special parts to my bed. I filed a claim for the missing, damaged and broken items and requested a refund for the amount of cf paid for and not used. I was offered $317.00 for all of it.
  

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a very disappointing experience with MovePro LLC moving company. Job No: ******** On 5/5/22, I was quoted $6244.24 which was a low estimate I believe, in order to get my business. I paid a down payment. On 6/20 the cost increased to $9776.00 due to "underestimating" the size of the shipment. I was also told that he would overestimate the size of the shipment so that there wouldn't be any more fees.
  I was given a move date of 6/26. The driver contacted me late in the day informing me that they couldn't reach me due to not being able to get through ******** due to commercial restrictions. There were two other routes they could have taken that wouldn't have restrictions. They rearranged the date for 6/29. Upon arrival they charged me $1500 for a "*********** ( The contract reads "Transportation of goods with either 18-wheeler or 26 ft. straight truck. Standard pick ups are completed on a straight truck (26ft /30ft) and deliveries on a semi-trailer. (18-wheeler ( 53ft / 72ft)", and added additional fees increasing the total move cost to $12,660.00.
  I was told with the original quote that there would be a 5 day "window" for delivery. When the movers came to pick up my shipment I was informed that it would be a 2-14 business day arrival. It actually took 21 business days (total of 30 days from my pickup). Additionally, they sent inexperienced movers who were supposed to reassemble the furniture according to the contract. They didn't have any tools and I ended up reassembling most of the pieces myself.
  I followed the instructions per the contract to email the company with my complaints but no response. I called customer service with ****. They instructed me to contact MovePro. After many phone calls and messages I finally spoke with the manager ******* who said he would discuss it with the owner and contact me later that day (8/19). I finally reached him on 9/2. I was told that the contract was closed and no reimbursement was due.
  I ask for $3000 compensation.
  

• Initial Complaint

  Date:08/30/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  *7/27 Moving estimate from broker,******************, received for $4659.36, along with estimated delivery window of 5-17 business days.
  *7/30 I was informed by the broker that MovePro LLC would be the carrier handling our move.
  *8/1 Movers from MovePro arrived to collect our belongings from our apartment*****************
  - About 10 am, movers told us that we would require more than the originally estimated 512 cubic feet. We were not provided with an updated cost or cu ft estimate at that time.
  - By 3 pm, the movers told us we had used 1000 cu ft, and had not finished loading our things. We felt we had no other option but to continue, since we had to vacate the apartment that evening and begin our road trip ***************************************** We didn't imagine that the number of cubic feet left to load was almost double what the movers had already taken out of our apartment. We were not provided with an updated cost estimate at this time.
  - By 6 pm, the movers completed their work, and informed us that they had used over 1900 cubic feet for our belongings. The final bill for the move was $13,546.56, of which we had already paid a deposit of $1520.
  - I spoke with a MovePro manager over the phone, who was unable to reduce the price.
  *8/1, I paid $3138.42 to MovePro in cashiers checks, and $2000 **********
  *8/4, we paid the remainder of the initial required payment ($874.39 *********) to MovePro to begin our move.
  *At this point we have paid $6012.81.
  *Approx weekly from 8/4-8/19, I called MovePro and spoke with ************************ to see if MovePro had scheduled our delivery.
  *8/24, 17 business days from our first available delivery date, I spoke with ******* to see when our belongings would be delivered. She informed me that our belongings are still in a warehouse *****, and are not scheduled for delivery. I was not permitted to speak with a scheduler for more information.
  *As of today, 8/30, I have not received any info about delivery date