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:01/29/2024

  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 was moving to ***** from Washington and got ahold of calstate moving and storage and we texted for a few days about what I was packing and what room was needed. I spoke with ****** who told me they were not brokers. I ended up agreeing to the contract drawn up and paid ****. Then I had more items so I got back In touch with them and paid another ******. The day the move was to take place 2 kids from ***** showed ** with a uhual truck... no business truck. They had my contract but it was a different company.cal state brokered my move and then they tried to tell me they were same company. The kids that showed up for my stuff was from hermies moving and storage I paid another ******* upon pickup of my stuff. I needed them to send a copy of paperwork I signed and I needed them to hold my stuff longer than expected but I could not reach anyone. I called emailed anyone and everyone that contacted me.... no answer. So I paid thru PayPal I made a dispute for my money back. Then all of a sudden the silence stopped and they got ahold of me... telling me all was well and to stop the dispute or it would cause issues with my delivery. I said for the weeks they ignored me I figured they stole my stuff. I took the dispute down hoping they would not ignore my calls but that never stopped. Then I transfered back to where I was from due to having nothing I used to own even my clothes were gone. I talked to numerous people from having dispute with them thru PayPal and told them not to take my stuff to ***** cause I wasn't there. They all said ok and a week later my stuff was in *****. I called people texted people and was just over this company. I gave up and walked away. 8 months go by and they get ahold of me cause they want to deliver but I have to pay for storage fees.. I never asked for. So after that got email saying they would sell my stuff without payment. I paid **** which was owed plus **** and many items were gone or broken or I received other peoples items.

• Initial Complaint

  Date:12/14/2023

  Type:Order 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 Cal State Moving move me from ****** to ************** at the end of Dec. 2022 under the *** of Hermes Moving. I finally received my items in Feb. 2023 and many of them were damaged. I filed a claim per the contract and had to wait until July 2023 to get an offer. I accepted it right away and have been waiting for my claim check ever since. From August of this year I have been reaching out to the company asking where my check is. I have calls and text messages ignored more than half the time and when I do get a response, then I am told to wait or the check is in the mail. They are continuing to push me off and obviously hoping that I will go away. The settlement that they offered me and that I accepted was for $587.90. This is well below value of all the damaged items, but I am abiding by the contract... something they are not doing with refusing to pay me. I have pleaded with them and always been polite. I am tired of excuses and want my money. Please help.

• Initial Complaint

  Date:11/07/2023

  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.

  business refused to have their billing department discuss the invoice. I have an invoice that I'm being held hostage to pay with no receipt of payment. They cannot and will not tell me where ALL MY BELONGINGS ARE THAT THEY ARE BEING PAID TO MOVE...

• Initial Complaint

  Date:04/10/2023

  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.

  10/27/2022 calstate MOVERS came to my apartment in ********** only picked up half my stuff told me that they didnt have the cubic feet for the rest of my stuff and then I would get the delivery to ************** by ****. They dont answer their phone they did not deliver my stuff they kept my brand new bed, my bedframe, my couch, my barstools, a lot of appliances, four boxes of brand, new clothes, and shoes and the list goes on. They wont answer their phone. They will not give me my money back I spent $2100 to get nothing. Please help me if you read the reviews theres 100 other people like this.

• Initial Complaint

  Date:02/06/2023

  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.

  In June of 2022 I moved from **************, **** to ********, *******. I went through a brokerage company, Value Added Moving **************; ********************************************* ** ***: *******; MC: *******. They connected me with Cal State ********************************************* ************; DOT: *******; MC: *****. They packed and loaded my belongings on June 24 and 25, 2022. My belongings were delivered on July 12, 2022 except all my living room chairs, patio set, Adirondack chairs, kitchen table, side table, air compressor, snowblower, tool chest, aluminum car ramps did not arrive and some other items. After numerous phone calls to the brokerage company and moving company, I was finally given a phone number to the dispatcher, Khalifah ************ who told me my belongings had never left **************, but were in storage because the load was too large for them to accommodate and they were waiting for a truck to become available that was heading east. At a later time during the summer I again spoke with the Dispatcher who told me my property was in ***********. A phone call later on to dispatch informed me my items were in ******, *****. After not receiving and further information, I was able to get the phone number to customer service at the ********************** company. After much back and forth, I was able to speak to their customer service representative, ****************** who told me he was going to get in touch with the dispatcher and try to find my property. Eventually, after multiple phone calls, ***** told me that while my property was in storage, movers were "mistakenly" taking part of my belongings when they were loading the property of other customers and that they would not be "actively" looking for my belongings, but rather rely on the integrity of their customers who received my property in error and there was no way of knowing how long or if I would get my things back and that I should file a claim, which I have done.

• Initial Complaint

  Date:01/16/2023

  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.

  This is an email that we sent to the company when they left the trailer in our front yard. To Whom It May ********** contracted with Fox to have our items moved for $21,500 on the ***** of July. When the movers finally showed up on the 21st, ******** (Mo) came with one box truck and one mover. He stated that he was there to do an estimate. I told him that I had a contract already for a partial move and for **** Cubic Feet. He stated that it was actually go*** to be $43,033 to move our stuff. I told him flat out no. We fought about this be*** a "bait and switch", and that it was highly illegal for four hours. Finally, I got tired of his ********, and told him to leave, several times.My husband intervened, and finally settled on a contract for everyth*** for an extra $10,000. I was furious. ** told us that it was for the semi truck and would be a door to door move.From there it went even crazier. ** was on his phone and did not help the workers at all. The worker got into my food storage, and helped themselves to a case of water. The movers left such a mess at my old house of paper, tape, bottles, food garbage, etc, that I spent 3 additional hours clean*** up my house after they left.Mo, would show up after the workers were there and say have you had lunch yet, (because it was already 1:00 when he would show up.It took him until Friday night at 5:00 to get a semi. The semi driver sat in my driveway until 11 that night, when they finally got everyth*** loaded. Now we are behind schedule with our u-haul that we had to pick up at 5:30.When Mo "settled up" he told me I had to provide him with money orders or cash. A cashiers check made out to Prestige wouldn't do. I told him that he is f-*** crazy if he thinks I am walk*** into the post office with $17000. and ask*** for 18 money orders, because money orders are only good for up to $1,000. ***** do not issue them any longer because there is no recourse on them.I instead went back to the bank and had them issue a Cashier's Check in the amount of $14,334, which would have been the total amount contracted to with Fox. Then I gave him $2699 in cash. He told me I MUST have cash at the end of the line, or they would charge me $1000 a day for storage fees until they were paid in this manner.The drivers then asked my husband for a "seal" which goes on the truck to prove no one got into it. Well, ** didn't have one, the driver's didn't have one, so ** asked us for our lock, with the only key. He said he would mail it to the guys on the other end. We told him that it was the only key and that we were skeptical about giv*** it to him. He said don't worry, I'm go*** to mail it in plenty of time for your move. We then asked "what if you don't"? "Oh, we'll cut use bolt cutters and get in". "Then are you go*** to buy us a new lock". "Yeah" was the answer.Well, now they are out of my house, and on the way to ***** after spend*** almost 2 hours try*** to load up the ************ machine that y'all knew about from day one and charged us $1500 for.Our delivery was supposed to be after we closed this last Friday the 29. The driver's actually showed up here in ***** on Monday night, and sat until Wednesday, when they took our load back to ****** (45 minutes away). Just before clos***, I can a text message for "*****" (I put it in quotes because as it turns out it is Mo's number, yet another lie) tell*** me that I have to get with the bank as the Cashier's Check has a hold on it. I fight back and forth with him that it is his bank that puts a hold on anyth*** over $10,000, but he insisted that it was mine.I asked him for the check number, and of course, he doesn't have it. I had to go through all the stuff that we had packed to find the cashier's heck number so that I could call the bank and see what the issue was (even though I knew it wasn't the cashier's check). I then texted the phone number of RBFCU to him (our cell service was very spotty until we got internet last night), and the check number.He tells me that he was on the phone with the bank for over an hour and a half and got no where. Meanwhile, I called the bank this morn***, was on hold for 10 minutes and they were able to tell me that the check is valid, and it was cashed last week.So again, another set of lies!He sent the driver's back to the house yesterday afternoon, and they have dropped off the semi trailer in our driveway. It has now been there for 24 hours, and the driver's are want*** their trailer back.I texted MO/***** back this morn*** at 8:30 his time, and let him know the bank says it was cashed.No response.I must emphasize here that we have tried to phone, text, Facetime, etc. We have called **********************, *****/** and only *** and ******* are try*** to help get this move completed.The drivers have just called again and want their trailer back. Meanwhile, we have not heard anyth*** in regards to our items and this trailer sitt*** in our yard.Please help us. We can't lift the machine that is in the trailer.

• Initial Complaint

  Date:09/14/2022

  Type:Order 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 booked my long-distance move (from ******* ** to ********* *** back in June through a broker called ******************, who then contracted my move through Cal State Moving for August 7th, 2022. I was told repeatedly that I would get a call ***** hours ahead of my scheduled pick-up day to confirm the time that the movers would arrive. I did not hear from the Cal State movers until the evening of August 7th (the day they were supposed to come pick-up my belongings), informing me that they would not be coming until the next day. On the morning of August 8th, the day AFTER my scheduled pick-up, I got a text from the movers stating that they "would be late because their truck was broken." This was a huge red flag to me, and the situation only got worse. The Cal State movers showed up in a ****** that they rented themselves. Immediately upon entering my apartment, the movers started adding additional fees. My original estimate *********************** was ****** However, Cal State movers added on an additional $1500 for "packing fees." My items were already packed... In total, I only had 7 large boxes and 8 pieces of furniture. When I tried to dispute the extra charges, I was told I had two options: pay the extra fees or cancel my move. Since I was moving across the country a few days later, I had no other choice but to pay the additional fees. Now, it is mid-September, and my belongings have NOT MOVED from the warehouse ****** I have called *************** Cal State Moving weekly for updates on where my stuff is. Each time I call, I am told they are "having trouble getting a truck, but will be in transit in 2-3 days." Now they are claiming that they It has been over 5 weeks, and all of my belongings are sitting in an undisclosed warehouse ********* Contractually, Cal State Moving had 21 business days to deliver my items. I have paid over $4,000 for my move thus far, and I have NONE of my belongings. HELP!

• Initial Complaint

  Date:09/08/2022

  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.

  I was sold this service by ****** ******** whom I have written messages selling me services that were not offered and that I was charged extra for. My move was scheduled to get picked up Thursday June 20th and I was told I'd get a call 24 hours in advance. I did not got a call Thursday or Friday, instead the driver showed up unannounced Saturday morning. He was alone in a ***** truck. Since I had to leave the next day, I agreed to have him take my belongings but put 4 airtags in them. I proceeded to help him wrap and load all my items on the truck out of goodwill. Eventhough a full *********** and wrapping was included as per ******, of course I was charged for the ****** ***** boxes that were used to wrap my items.
  
  I was told my items would arrive in 14-21 days, which was a lie. When they came up, I was told they were "business days". Even at that lie, they should have arrived July 22nd. At this point, I am calling multiple times a day and seeing my items ********************* Then I see them move ********* I would call 2-3 times every day and get answered by ******* or ******* with the worst customer service ever. They would hang up the phone, respond with an attitude, or flat out lie. They stayed in a storage facility********* for a couple more weeks until they arrived Aug 22nd 52 days later (40 business days)!! I was entitled to a 30 dollar late fee per day but the delivery man REFUSED to unload my items unless I paid him in full. I tried for about an hour to explain my situation but he would not comply.
  
  My TV was broken, they lost multiple of my boxes, and gave me multiple items that were not mine. I've been now trying for 3 weeks to get information on how to submit a claim but they have to "put in a request" as is now reaching my allowable limit. One of my boxes contains very expensive shoes that I put an airtag on that I know EXACTLY where they are but the company refuses to try and find it. I have never had a worse experience with a business in my life.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/21) */
  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 07/03/2022, Per our Estimate and Bill of Lading governing this move, we have up to 21 business days from our first available date to deliver the shipment. Although we work very hard to meet our customer's requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
  The customer was referred to our claims service provider *** to file a proper claim as required by the law. The customer was sent login information on 09/16/2022 to file a claim online. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact *** directly at XXX-XXX-XXXX or online at ******************
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  
  
  Consumer Response /* (3000, 7, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I expect a full refund from such an unprofessional experience. You should not be a moving company if your excuse for offering unacceptably bad service is "moving is hard". Well then don't run a moving company who just manages to stay afloat ripping people off.
  
  
  Business Response /* (4000, 9, 2022/09/30) */
  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company *** so that it can be reviewed and addressed in a timely manner. We have contacted *** and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 09/16/2022 the customer was registered in their system and emailed the login credentials and information required to properly file a claim.
  
  Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process.

• Initial Complaint

  Date:08/29/2022

  Type:Delivery 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 moving services for a move from CA to NC, through Cross Country Movers who subcontracted to Cal State moving & Storage. Pickup was scheduled for and occurred on 5/31/22 and a timeframe for delivery estimated at 10 days. On the day of pickup, The driver of Cal State advised that I would use more cubic ft than originally quoted ********** and advised that payment was *** over the original quote ********** and delivery was estimated at 7-15 days. I agreed to paying half of the total, less the deposit I had already paid to Cross Country Movers. I kept calling the Cal State Moving to inquire about delivery and kept getting told that no driver was assigned and the SLA changed from 10 days to "21 business days" from the date indicated on earliest dates available (for this I listed ****** since this was the date of my new lease). On the day of delivery (6/19), the driver angrily called after calling and texting the wrong person (he later apologized because he transposed the phone # and shared a screenshot) and advised that I needed to pay an additional **** for a shuttle and elevator fee because there was no access for his truck. Again, I had no choice but to pay otherwise my belongs would be sent into storage which would result in additional fees.
  
  Firstly- nowhere in the contract was there stipulations of additional charges or truck access. The movers never advised that in certain areas, there may not be truck access so I could prepare for that circumstance. When I called both company's, no assistance or empathy was shown. This is an unfair and deceptive practice and both companies need to be held accountable for unfairly charging customers. Even the driver then admitted that the company tags on such fees and he thought it unfair. Additionally, the company asks customers to Zelle the driver who has his personal account, not a business account for accepting business transactions. This practice too is deceptive and obviously Cal State Moving is being evasive.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 14, 2022/09/27) */
  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  
  The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 06/08/2022 From that date we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is in writing and it is the customer's responsibility to verify all their needs are included in the original estimate.
  
  A shuttle service is required when a tractor-trailer is unable to access the residence at the origin or destination allowing the completion of the pickup or delivery of the shipment. A shuttle fee will be charged in addition to the cost of the move, this is explained on the original estimate to which the customer agreed when booking the job, and was also disclosed to the customer on the long-distance form that was filled out where it was notated that there was no access for the tractor-trailer.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 09/16/2022 to file a claim online. Up to date no claim has been received. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ********************************************
  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  
  
  Consumer Response /* (3000, 16, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The first booking agent (***********) from Cross country movers quoted 10 business days. The representative from Cal state moving , who picked up my items quoted 7-15 days. It wasn't until I kept calling that the agent then advised of 21 days from the "first available date" listed on the long distance form. Can you understand the frustration ? If I was told 21 days from day one I would've had the right expectation!
  
  Regarding the $600 I was told to pay on the date of delivery- I was not aware that a trailer couldn't access my area or that my items would even be delivered on a trailer. That's misleading the customer and not setting expectations because I would've did my homework and asked the new apartment staff if a truck/trailer could access the area. The $100 elevator fee is absurd, this makes your job easier so why would I be charged extra? Even the Cal state moving representative agreed that this shouldn't have been charged but it was up to the drivers discretion? The driver never even moved a box! Also, when ****** picked up my items from Ontario, I was never charged for stairs so why would you charge for elevator usage?! Absolutely ridiculous!
  
  Regarding a claim- one has been filed for the overcharge. I researched my emails and found the email from CSI which went to my junk folder. Cal state moving never contacted me to advise that I had the option to file a claim, instead they just sent my information to a third party. Great adherence to privacy laws!
  
  The company has failed to address further deceptive behavior, asking the driver to receive payments through zelle to his personal
  Account which was shut down by his bank. What exactly are you evading?
  
  As a business- try being transparent, setting the right expectations with the customer and unfairly overcharging!
  
  Business Response /* (1000, 14, 2022/09/27) */
  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  
  The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 06/08/2022 From that date we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is in writing and it is the customer's responsibility to verify all their needs are included in the original estimate.
  
  A shuttle service is required when a tractor-trailer is unable to access the residence at the origin or destination allowing the completion of the pickup or delivery of the shipment. A shuttle fee will be charged in addition to the cost of the move, this is explained on the original estimate to which the customer agreed when booking the job, and was also disclosed to the customer on the long-distance form that was filled out where it was notated that there was no access for the tractor-trailer.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 09/16/2022 to file a claim online. Up to date no claim has been received. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at************* or online at ******************
  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  
  
  Consumer Response /* (3000, 16, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The first booking agent (***********) from Cross country movers quoted 10 business days. The representative from Cal state moving , who picked up my items quoted 7-15 days. It wasn't until I kept calling that the agent then advised of 21 days from the "first available date" listed on the long distance form. Can you understand the frustration ? If I was told 21 days from day one I would've had the right expectation!
  
  Regarding the $600 I was told to pay on the date of delivery- I was not aware that a trailer couldn't access my area or that my items would even be delivered on a trailer. That's misleading the customer and not setting expectations because I would've did my homework and asked the new apartment staff if a truck/trailer could access the area. The $100 elevator fee is absurd, this makes your job easier so why would I be charged extra? Even the Cal state moving representative agreed that this shouldn't have been charged but it was up to the drivers discretion? The driver never even moved a box! Also, when ****** picked up my items from Ontario, I was never charged for stairs so why would you charge for elevator usage?! Absolutely ridiculous!
  
  Regarding a claim- one has been filed for the overcharge. I researched my emails and found the email from CSI which went to my junk folder. Cal state moving never contacted me to advise that I had the option to file a claim, instead they just sent my information to a third party. Great adherence to privacy laws!
  
  The company has failed to address further deceptive behavior, asking the driver to receive payments through zelle to his personal
  Account which was shut down by his bank. What exactly are you evading?
  
  As a business- try being transparent, setting the right expectations with the customer and unfairly overcharging!
  
  
  Business Response /* (4000, 25, 2022/12/07) */
  (***********) was his sales rep upon booking. As it states on contract for delivery it goes on a semi trailer and it should have been explained to customer by him aswell. We originally have 21business days to deliver your items from your first available date upon requested from your end you put 6/8/2022. We delivered your items within 9-10days from your first availability. We are within the window. When items went out in transit for delivery we called customer days before delivery to confirm all delivery details including access for semi trailer to avoid any shuttle fees. He mentioned he did not know if there was gonna be access. We informed foreman will confirm if he can access the area with that semi trailer. Once items were delivered we recieved a call from customer regarding his claim and we sent him to our claim Dep.

• Initial Complaint

  Date:08/24/2022

  Type:Delivery 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.

  We hired ******** **which also operates under **to move us from ********** to ****** ** We paid *** ****** deposit and upon them picking up our stuff they said we needed to pay more money because our items were large when we gave an exact We had no other choice to pay them **** dollars. Then they expect another **** dollars when they drop our belongings off or they will keep our stuff and I have been in contact with them and they can't give an ETA on when I will get my belongings

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 14, 2022/09/23) */
  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  
  The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 08/10/2022. From that date we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is in writing and it is the customer's responsibility to verify all their needs are included in the original estimate.
  
  The shipment was delivered on 08/25/2022 in ************
  
  Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services, such as the stairs charge applies when the walk up from the ground floor to the residence door is more than one flight of stairs or 12 steps and the long carry (first 75 feet are included) This charge is applicable per our operating tariff and is meant to cover for the cost of the extra labor associated with having to carry the goods upstairs resulting in an excessive number of hours required to complete the delivery or pick up of goods.
  
  Discount Provided: Per the signed Bill of Lading the customer was provided with a discount in the amount of $1602 which was deducted from the total move charge.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 09/23/2022 to file a claim online. Up to date no claim has been received. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at XXX-XXX-XXXX or online at ******************
  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.