ComplaintsforCity Moving Inc

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They moved my belongings from ***** to ******. I paid out of pocket to get this **** DOD position that doesnt pay c*** and then these people damage my furniture and insult me by offering $192. ********* damaged, missing hardware for my 14 year old daughters bed, etcpacking of those items were their responsibility so if they didnt wrap it right then why am I penalized? This isnt good business. They need to pay for the items and get someone out here to fix my daughters bed. If my belongings left undamaged then they should arrive as such.

  Business response

  03/31/2023

  Settlement if offered following the terms and conditions of the contract.   

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company to provide a move from ******** ** to ******* ** by picking up items from a storage box company and relocating them. City Group did not complete any of the services originally agreed to. I should've been weary about doing business with them after receiving 4 different contracts because of errors but I proceeded anyway... against my better judgment. I was told they would be making contact daily to advise of moving status for the following day so I could arrange for someone to be there to ************ but that didn't happen. I went days without hearing anything! However, they did notify me that movers would be showing up to move my items within a few hours on a ****** (although I requested pickup **** **** and **** and I have the texts, approximately ** mins before the facility where my items were actually closed for the day. Keep in mind, appointments had to be made for pickup at this ********* After the ******* attempt at picking up my things on a day other than I had requested and after the facility was closed, I requested a refund but was advised that I needed to have a conversation with a specific rep if I needed to get one because she wasn't processing a refund unless I decided to talk to her. They kept sending messages and ********** ********** an opportunity to reschedule but did not get the opportunity because I immediately found a company that didn't require half of the things they did and hired them to pickup my items the following day. I paid the new company, they completed the move. Now because I didn't and don't have any desire to have a conversation with anyone from City Group they have decided not ****** my money ****** plus) which has now been ********* Recently submitted my *********** ****** ****** and ********** of my ************ and communication with the last rep who advised me she wouldn't be refunding me my money... to my bank to get my refund.

  Business response

  08/23/2022

  Business Response /* (1000, 8, 2022/08/12) */ We are City Moving, Inc. We do not have a customer by this name, phone number or email in our system. It appears this is a complaint about another moving company with a similar name. This is us: ******************* if this is not the company you are having issues with, please remove this complaint and file w/ the correct company. We would never behave how this complaint is describing, thankfully!

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid ********* for moving my household goods. The move was conducted on *********** All items were received with no damage by the movers, and significant items were destroyed when received at my house. Both items were marked as frigile on the outside box they were being shipped in. The TV ******* was a *********** that cost **** dollars and a desktop worth ******** Both items had significant damage to the box where both movers said "I have never seen so much damage during a move" a computer repair employee said "I dont even know how much weight is needed to crush a case like this" I have videos and pictures of these items and the when they were discovered. When dealing with the moving companies claims department, I was told that need to show the cost of each item and when it was purchased which I did for everything. I was then offered ** dollars to ********** ******** worth of damage.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/07/11) */ Compensation offered according to contract in which customer declared items to have a max value of sixty cents per pound per item Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) How it was explained was the total weight of the whole shipment. 42 dollars after breaking **** is inhuman and a scam Business Response /* (4000, 9, 2022/07/12) */ Your declared your items to have a max value of sixty cents per pound, per ITEM. Please read all the emails we sent you about this prior to the move. This is not something we made up..it is regulated as a quick google search will show you. Consumer Response /* (4200, 11, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have I ********* Let's not act like someone would be willing to agree that all their items be worth 60 cents per pound. It's a ridiculous insurance policy regardless if it's on paper and poorly explained. Can you provide a hyperlink that shows that on the City ******* ******** I see alot of false claims of spectacular services and how the company says dont worry about the move because we go up and beyond to please the customer. It is false ************ This is why City Moving is ******* with these reviewer claims from the BBB. If it were explained, your insurance wouldn't get these claims. Your website said accurate inventories when you ****** ***** *** and ***** *** as line items. You dont even know what we're in those boxes. Then you show up with a smaller box than the size of the tv you packed! Your packers put a blanket over it with the top ******* out and ********** it. The greatest part is if you were ** worth of ******* and we're going to get ** ******* because of the weight of the items, you'd be pretty upset, but yet all the employees get an attitude as they deal with these types of complaints constantly. It means this is a common theme for them to damaged items. Why would they want to insure someone when the likelihood ***** more money out of city movings ******* Its better to let it break and take the bad ******* which is why the insurance part is not ********* and ******* over and customers keep giving them the same *** ***********

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company is not reimbursing me for my deposit. Their policy clearly states that the deposit is fully reimbursable as long as the move is not canceled within 48 hrs of the move date. City Moving is not responding to my documented request for deposit reimbursement. I have include my request of cancellation email and their policy.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/15) */ Hello, we show a refund was made on ***** here's the proof: REFUND REFUND CONFIRMATION Order Information Description: ****** Invoice Number XXXXXXXXX Customer ID XXXXXXXXX ________________________________________ Billing Information ***** ***** ************************* Shipping Information ________________________________________ Total: $****** (USD) Payment Information Date/Time: *********** ******** *** Transaction ID: XXXXXXXXXXX Payment Method: **** ******** Transaction Type: ****** Auth Code: Merchant Contact Information Moving and Storage ***** ********** ** XXXXX ** ***********************

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 11th I contracted with City Moving Inc., to move 286 Cu. Ft of household goods from CO to TX, including a 50in TV. The City Moving, Inc. representative, *****, informed me that they would provide a TV box at no charge in advance of the move. On March 31st, the movers, *** & *** Moving and Storage, arrived and the TV box was not there. I called *****, who apologized and said he was having an issue with the provider of the box. I was then charged by the movers $60.00 for the box, and $20 to pack the TV. I was informed that if I refused to pay for the packing, they would not take the TV. On April 20th the move was delivered in TX. The TV was delivered wrapped only in cardboard coverings. There was no TV box. Further, the TV was damaged beyond repair. I sent an email to City Moving on April 21 and I got no response. I called *****, who told me he would send a claims form. I sent a photo of the TV by text. Subsequently no response. I sent another email to City Moving Inc. yesterday, no response. I called and left a voice mail to the corporate office, no response. It is unfair and deceptive to state that a service will be provided at no charge and subsequently charge for it on the day it has to occur. It is even worse, that after paying for said service, it was deceptively not provided, and the result is a damaged TV. I relied on the quotation I was provided to choose City Moving. I subsequently expected to be provided the packing I was charged for to adequately protect my belongings. For reference the order number is CXXXXXXX. I appreciate your kind attention to this matter and thank you in advance for any assistance that can be provided.

  Business response

  06/23/2022

  Business Response /* (1000, 8, 2022/05/16) */ Hello, We are not finding a record of this customer by name, phone number or email address. The order number provided also is not ours, our order numbers always start w/ 100, then followed by 6 digits. Consumer Response /* (3000, 10, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, Apparently there are two companies with similar names. 1) City ******* **** 2) City ****** ****** **** My complaint should be addressed to City ****** ****** **** unless these entities are somehow related. I have attached the first page of the contract. How should I ******** Best ******** ******* Business Response /* (4000, 12, 2022/05/16) */ Not related to that company. please remove complaint from our records. to Ms. ******- good luck w/ everything

• Initial Complaint

  04/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is literally the only time I have ever wanted to give zero reviews. I worked with this company at their locations in ***** *** *** ******** ** and ******** ** as part of a cross-country move. The actual moving staff in ****** were amazing, but every person I dealt with from the offices from that point forward have been truly predatory. BEWARE though...the company is an absolute scam. I received a quote from ***** on ******** to move a portion of my home in ****** to my new home in ******** He asked me to send him a list of items. I did so and made it as comprehensive as possible. He estimated this would take 41 boxes. Having little experience in this I assumed he knew his stuff so I signed. My move was scheduled for January 4th. They arrived, were polite, and packed us up. At the end of the day, I ADDED many items to the original list but the total number of boxes? 19. A full HALF of what was estimated. I paid ***** and thought that was the end of the day. Fast forward THREE FULL MONTHS they finally let me know my stuff is ready for delivery, but want an additional **** to match the price of the estimate. Since they had 'reserved space based on ** boxes.' I tried multiple times to explain that had the estimate been ****** of the actual pick up I'd be happy to pay the full amount and call it a rounding error. But to be ** off doesn't seem fair or honest. At best, that is just woeful incompetence. At worst, that sounds like a sales rep who got paid by what he booked and padding the numbers. They refused to budge after *** attempts and let me know to get my stuff I had to pay. On top of all of that? They charged me an extra **** for a special car because "the streets of ******* are just too narrow" (side note - uh, what?), then double charged me both the **** and **** day of and took many days to refund. And threatened to have their 'legal team get in contact with me' should I proceed with writing this review. Nice. Stay away. The deal isn't worth it.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/04/29) */ we are sorry that your experience with our company has not been satisfactory. Since our last contact we have offered compensation, which has not been accepted, but we will be happy to revisit the case and conclude in a satisfactory way. Below is some additional information, which we hope to be helpful -we made a reservation for moving service on 12/14/2021 -a binding quote was prepared, sent in writing and agreed upon -on 12/29 ,a few days prior the scheduled move day ,our team did a pre-move survey ,during which service details were discussed again and a review of the items to be moved was done and confirmed with you -items were picked up on 1/4/2022 ,in accordance to the moving quote that had been previously offered (without any price change) -it is correct that we picked up less items than advised, and it is also correct that space reservation had been done ahead of time (for both moving truck and ocean container) in accordance to the latest information provided by you -shipment arrived to CA at the end of February and was delivered 16 days later in Chicago; since you are shipping a minimum load, and in order for the service to be cost-effective, delivery was consolidated with few other families ,and items were loaded on a semi-trailer, that took the shipment cross country (all our clients are made aware of the logistical process in place during initial contact, as well as before move day) -because semi-trailer can not access your location, small shuttle truck had to be rented; and in order to assist better, our company took 1/2 of the rental cost (including the double handling of shipment) as our expense -after shipment was delivered you reached out to our team and inquired about compensation for shipping less items than advised; such compensation was offered, but unfortunately not accepted We believe that the service provided was in accordance to what had been advertised , explained and agreed upon prior to scheduling your move with us, but we also would like to make sure that if anything was not done to your liking, we would be given the opportunity for correction. We will be happy to hear from you and address the case better.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a move from ******* ** to ********* *** The service was horrible, and subcontracted out from what I can tell through the whole process, so who knows what company moved my goods and how many warehouses they went through during the process; City Moving has yet to give any information. I paid for the move based on cubic volume, which was calculated at time of pick up by the movers (and differed from calculated by 200+ ** ft; I was forced to take the mover's word for it, and pay for volume of many blankets that were not used on my furniture- an issue in and of itself) and never changed through the moving process. on delivery, a large solid wood bookcase was missing. *************** ******* (item 8 on movers list, item 168 on personal list - I submitted my packing list prior to pick up date. The lack of this bookcase "should" have been apparent on any transfer of my items as it takes up 17 cu ft of space plus the weight would have been off by nearly 100lbs. I am not sure how they measure /track my items during the move. Anyway. They say they are looking for it in their warehouses, and as part of that, they wanted me to fill out a missing/damaged goods form. They still haven't "found" it in over 2 weeks since delivery. and the payment of $40 for the bookcase (replacement and shipping to ****** would be ****** is on a form to waive them of any liability - super dodgy. The bookcase would be hard to lose, and should have been easily identified as MISSING its MASSIVE through out the moving process if they were tracking my items (volume or weight). I can only assume since they rounded up so massively on the loading end, the volume was missed during the transport. ( I shipped pretty much all the same items through the military when I was getting out in measured wooden crates so I have a second method of knowing/verifying they over estimated the volume)

  Business response

  03/15/2022

  Business Response /* (1000, 14, 2022/03/15) */ customer was billed properly based on size of move. blankets do not account for size. bookcase was settled per terms and conditions of contract. Consumer Response /* (3000, 16, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid for a shipment of a large volume item, the item "went missing under their control" (I assume stolen) during shipment, no refund for the shipping costs, never found, no explanation, and I "was" compensated at less than 10% the value of replacement and SHIPPING of a replacement. I trusted them, as one must for shipping goods. very poor customer service. My furniture was STOLEN / NEVER SHIPPED / SHOVED OFF TRUCK. So I am left paying for the "privilege"/ "service" of having my own furniture STOLEN. I was paid less than $50 for something that would cost more than $650 to purchase and ship to Hawaii new. This was my only recourse, to accept the pittance for such a horrible experience Business Response /* (4000, 18, 2022/03/18) */ We are sorry you are unhappy with the services rendered. Sadly, things can get lost or damaged during a move...it's not good for us (bad reviews and you'll never us again or recommend us) and it's not good for you (horrible compensation). You can file a claim for covered items that were not received for the cost you paid for those specific items. You just need to put it in writing to us and we'll review. It's still not great compensation though.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We used City Moving for a *** move from Hawaii to San Diego. Since the military couldn't move us in the timeframe we were looking for, we chose to do a **** move. Everything about this move was a mess. On the pickup date, our movers showed up 5 hours later than expected and were completely unprofessional. Once we arrived in San Diego, it was impossible to contact anyone from City Moving about or belongings. When we finally were able to talk to someone we were given ******* ******* about where our stuff was, and never given a solid ********* of when it would arrive. Finally about 2 months after being picked up, it arrived. Everything was completely filthy, broken, or just plain ******** We had just under $**** worth of items that were nowhere to be found. After filling out a claim, we were told our missing items had been "found" and would be shipped to us. It has been 2 weeks, and these items are still nowhere to be found.

  Business response

  10/21/2021

  Business Response /* (****, 8, 2021/10/11) */ Thank you for your email. The military pays you back for you move..so we're unclear why you'd ask for a refund on something you don't pay for. We have reached out to our operations team regarding the status of your box. Consumer Response /* (3000, 10, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The military reimbursed us for the cost of the move, not our personal items. By using your service, it was expected that our personal belongings would be transported to our new address. We are simply asking that if our items cannot be returned to us, that we can be reimbursed for these items. Many of these items were wedding gifts and personal items with sentimental value. We were not expecting to pay almost $**** for our own items to be lost, and will not be reimbursed for that. Business Response /* (4000, 12, 2021/10/19) */ Our records indicate the box was scheduled for delivery on 10/12 Consumer Response /* (4200, 14, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) We had an email exchange with *** in the claims department. She said the box was currently in Georgia, and that it should be here by the end of the week. Also as noted in our claims form, there were multiple boxes of items missing.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am in the Army and used City Moving for my household goods shipment. I did a DITY (do it yourself) move, and I need to get a weight ticket as part of that process so the Army will reimburse me for my move. Despite being it promised on multiple occasions, City Moving has failed to provide me the weight ticket so it looks like I will have to eat the entire cost of my move from Hawaii. My emails and voicemails are not returned. I also believe they are screening my number because no one ever answers or the phone call is picked up and then disconnected. If someone actually talks to me, they say they will get back to me and never do. I just want my weight ticket so I am not out of pocket for the entire move. I really don't think that is unreasonable.

  Business response

  09/20/2021

  Business Response /* (1000, 8, 2021/09/02) */ Looks like our company failed to understand that SM needed weight tickets. We bill everything on cubes, so weight tickets are not in our normal business practice on moves like this. We are so sorry for all the issues this is causing. I have spoken w/ the SM and given them the delivery docs and a screenshot of our system showing he's paid in full and services have been complete.

*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. ↩