Complaints

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

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  Best Fit Movers

  8400 Miramar Rd Ste 202A San Diego, CA 92126-6330

  
• 

  Best Fit Movers

  3731 W Warner Ave Santa Ana, CA 92704-5218

  

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:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10, 2025. I hired best fit movers to help me move from ******************** to ******, **********. A total of three men showed up with a truck to perform the job. A backpack went missing. Along with the backpack inside. There were valuable and non valuable items which includes: - My passport- One gold necklace, with a pendant on it made of 22 karat gold from ************- A white gold. necklace with diamonds on it from *****- 1 gold, necklace, 18 karat gold with diamonds on it from *****- 1 one gold braceletI also had none valuable items which include portraits for my mother, who had passed away. One photo from my grandmother, who had also passed away, and no longer can obtain and various miscellaneous items for my furniture. All of the items were close to my heart.When I contacted the company they apologize for the items that were missing and they offered $150 for the replacement. Aside from the theft. One employee contacted me two days after. Through a phone call and through text, WhatsApp. I returned the call a few days later to ask about my missing backpack to find out that he was calling me to ask me out on a date. The persons name is ****. They were very unprofessional. I am a woman that lives alone, and for them to ask me on a date, bring some several alerts. They should be performing screenings on people to make sure that they are not harassing their customers.I am seeking for the items to be retuned. These items were purchased, and they cannot be replaced. Or reimbursement is fine.

  

  Business Response

  Date: 07/07/2025

  Greetings,
  
  We currently have an open claim with this customer and have been in regular communication. A monetary offer was made in accordance with the terms of our contract; however, a final settlement has not yet been reached. We remain committed to working with the customer in hopes of resolving the matter.

• Initial Complaint

  Date:06/28/2025

  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.

  The job happened on May 28th and I paid over $150. It was supposed to be a simple move from my apartment on one side of the street to the opposite.The crew was highly unprofessional and attempted to scam me with a cheaper price on materials if I gave them a cash personally. On top of this, several of my belongings have come up missing and Ive been noticing more and more as I have settled into the new apartment. These things include a gaming headset and accompanying usb connector, a portable power bank / car jumpstarter, and a longboard.

  

  Business Response

  Date: 07/02/2025

  We have been in contact with the customer and successfully reached a mutual agreement regarding a satisfactory refund to resolve the claim. The customer has indicated that they will also be notifying you to confirm his satisfaction of this resolution.

  Customer Answer

  Date: 07/02/2025

  
  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:03/07/2025

  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 and booked movers, and when booking I specifically requested for Spanish speaking movers. This is a very important request and the man on the phone assured me that they would be Spanish speaking. The men that arrived were Russian, and this is the first problem. ****** was horrible. He was so slow. This was a 2 bedroom apartment without any furniture and they took 6 hours. On top of that I was charged $52 for plastic wrap when this is a standard in the industry to be included. ****** was wasting so much time standing and talking. And at the end of the whole situation, when it was time to pay, he immediately said he wanted a tip. I said yeah of course, and then he went on a rant to say he did a good job and my storage unit was very messy and he organized it for me and he deserves a tip. And then when I gave him $50, he said this is not enough and he worked for 6 hours not 1 hour. Very rude. While he was driving he went to get ********* and we were supposed to meet him there but i saw him at ********* 15 minutes later as I was heading to the second location. They charge 2x for drive time and he went to get *********. Overall im very upset and this is why I asked for Spanish speakers, they are trustworthy unlike Russians. I paid this trash job 766 instead of 357 that I was quoted. And he damaged my walls that I caught on camera when he was walking out with a long piece of wood, he turned weird and the wood damaged the wall / door. He also forced me to sign the liability waiver at the end saying there was no damage and I told him there was damage and he said I still had to sign it and there was no option not to sign it. He wouldnt leave until I signed it.

  

  Business Response

  Date: 03/14/2025

  Dear *******, *****,
  
  Thank you for reaching out and sharing your experience. Im very sorry to hear that your move did not meet expectations, and Id like to address the concerns youve raised.
  
  First, I apologize for the miscommunication regarding your request for Spanish-speaking movers. We strive to accommodate all customer requests, and I understand how important this was to you.
  
  Regarding the duration of the move, we base our charges on time spent, and I understand the frustration if the process felt slower than expected. As for the packing materials, shrink wrap and tape are not included as standard and are billed separately, as noted in our policy.
  
  Im also very sorry to hear about the behavior you described. Professionalism is a core value for us, and well be reviewing this matter internally.
  
  Additionally, I understand your concerns about double drive time this is a standard practice in **********, but Ill make sure it was applied correctly in your case.
  
  Finally, for the damage to your property, we take these matters seriously. Please send any photos of the damage to ********************************* so we can properly review your claim.
  
  Thank you again for bringing this to our attention. Your feedback helps us improve, and well do our best to make this right. Please let me know if theres anything else I can assist with.

• Initial Complaint

  Date:02/03/2025

  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.

  This is a moving company They sent 3 people for my move. Unfortunately the movers were not experienced and because of their mistake of not taking out the empty drawers from my dresser and causing the dresser be too heavy to move they broke my dresser.The movers said they will come and fix it. They never came. I took a picture of my broken dresser and sent it to the company. They said they will get back to me. They never got back to me and they are ignoring my follow up emails.I will appreciate your help in solving this issue.Thank you

  

  Business Response

  Date: 02/04/2025

  On Tuesday, January 28, at 10:25 AM (7 days ago), we emailed you to inform you that we would reach out to our vendor to determine if the issue could be fixed. Unfortunately, it took some time for him to respond.
  
  On February 4, 2025, at 1:03 PM, we sent another email confirming that a team member will pick up the piece tomorrow. Once it has been repaired, they will reinstall it on the dresser.
  
  Please let us know if you have any questions.

   

  "Greetings,
  
  Thank you for your email, and we apologize for the delayed response. A team member will visit your home tomorrow to pick up the piece with the broken chip. 
  
  Once it has been repaired, they will reinstall it on the dresser.
  
  Please let us know if you have any questions."

  Customer Answer

  Date: 02/05/2025

  I do not accept the best fit movers respond. They sent an email to me on Feb 5th informing me that they will send someone to fix the dresser on Feb sixth. The email they sent to me was right after BBB notified them of my complaint. They would have never responded back if I had not complained about them to BBB.

  I emailed them right away letting them know that I am not available on Feb 6th. They need to inform me couple of days in advance. They never responded back. 
  they can pay me for the damage they caused. 
  I dont trust this company to send anyone to fix my dresser. They want to take the broken piece with them. I dont trust them to take the broken price and then get it back to me. I dont want to be involved with this company anymore.

  Thank you 

  

  Business Response

  Date: 02/10/2025

  Greetings,
  
  We previously reached out via email on Saturday, February 8, at 11:36 AM to coordinate a pickup for the damaged piece. However, we did not receive a response until Sunday, February 9, at 4:22 PM, when you requested that the item be repaired at your location. Unfortunately, on-site repairs are not possible, as the necessary tools are only available at our warehouse.
  
  If you do not wish for us to repair the item, we can proceed with a settlement based on the valuation elected on the day of the move. Please note that the valuation is determined by weight, calculated at $0.60 per pound per damaged item.
  
  For example, if a chair leg is broken, the coverage applies to the leg, not the entire chair set.
  
  Based on the valuation elected, the compensation for the damaged item amounts to $6.00 (10 pounds $0.60 per pound).
  
  The 10-pound estimate is already quite generous. However, as a gesture of goodwill and to provide the best possible customer service, we are issuing a refund of $50.
  
  
  

• Initial Complaint

  Date:01/31/2025

  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 hired a moving Company to for a Move from *******, ** to **********, ** on 5/10/24. I was sent an invoice and agreed upon a price prior to the move. On the Day of the Move, mid-way through the move, the Movers STOPPED working and told me they need $200 more dollars to continue, I reluctantly had no choice but to agree since they had my belongings in their possession. I had the intention to dispute this with the billing department. I have easily placed over 100 phone calls to this company since May of 2024 with no conversation taking place. I'm told ******* ******* is who i need to speak with in Billing but, she does not return message, phone calls, or open tasks given to her.

  

  Business Response

  Date: 03/19/2025

  Thank you for your message.
  
  Please consider the claim resolved and settled.
  
  We will issue a $200.00 refund to the card used for the original payment.

  Customer Answer

  Date: 03/20/2025

  
  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:12/22/2024

  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.

  Incomplete ************** and Lack of Communication To Whom It May Concern,I am filing this complaint regarding the incomplete moving service I received from Best Fit Movers on November 29th and 30th, 2024, as outlined in invoice numbers ****** and ******. The move was booked under my contact information, so the company should have no difficulty locating me in their system.I hired Best Fit Movers for a full pack and move service, paying over $4,000 with the expectation that all items would be packed and moved as part of the premium service. Unfortunately, the service was incomplete. Several items, including all of my kitchen pantry items, items under the sinks, and items in other areas of the home, were left behind. My fianc and I had to return to the property to pack and move these items ourselves, which was time-consuming and exhaustingdefeating the purpose of hiring a professional moving company.While the movers themselves were professional and courteous, the failure to complete the job as agreed is unacceptable. Attempts to address this issue with the company have been met with silence. **************** directed me to billing, who then referred me to claims. Claims never answers their phone, and Ive left multiple voicemails without a response. After persistent follow-ups, I was given an email address and sent two detailed emailsboth unanswered.Best Fit Movers records all calls, so they should have a record of my attempts to resolve this matter. Their lack of communication and failure to deliver on their contractual obligations violate California law **************************** Code Section 5139-5165).I seek compensation for the incomplete service and inconvenience. If unresolved, I will dispute the charges and file complaints with the *****Sincerely,*******

  

  Business Response

  Date: 12/30/2024

  Greetings, 
  
  Thank you for reaching out to us through the BBB. To provide clarity, we received your first email on December 18, 2024, at 2:33 PM, followed by another email on December 22, 2024, at 12:59 AM. We responded on December 23, 2024, at 2:52 PM, but did not hear back from you until December 29, 2024, at 10:09 AM.
  
  We have since responded on December 30, 2024, at 4:23 PM, with a resolution.

  Customer Answer

  Date: 01/04/2025

  They reached out with a resolution that I am not comfortable with. Offered me an hour refund but if it were their company coming to do it, we wouldve been charged double time for travel, a truck fee and the hourly rate. We had two people to move all of those items which included a very heavy dresser. $169 is not sufficient 

  

  Business Response

  Date: 01/06/2025

  
  Thank you for your email.
  
  Unfortunately, per our Operations Manager, the $169.00 offer reflects the work that would have been completed at the time if the movers had packed the cabinet on the spot. The actual task would have taken approximately 30 minutes, but as a gesture of goodwill, we extended the offer to cover an additional 30 minutes.
  
  We apologize if this offer does not seem sufficient to the customer. However, this is our first and final offer.

  
  Thank you for your understanding.

  Customer Answer

  Date: 01/09/2025

  The movers said it couldnt fit in the truck which would have resulted in them driving 30 minutes down to unload, 30 minutes back to pack and load and another 30 minutes down and however long it would take for them to unload. One hour of work is not justifiable when they have a team of 3 and we have my fiance and myself 

• Initial Complaint

  Date:11/23/2024

  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.

  Used Best Fit Movers to relocate my household goods on 11/20/24 from ******************************************** to ******************************************************************************* *****. 1. The moving team failed to deliver three glass shelves for our China cabinet size 60" x 12" and weighing 20 pounds each for a total of 60lbs. 2. The moving team failed to deliver my couch and loveseat because of weight and size. They injured themselves trying to hoist it up to second floor using only straps. There was no other option provided so I was left with either leaving on the outside apartment complex ground or having them haul it away. I am a disabled VET so I had them haul it away. The couch weighed 500 pounds due to electric motor for double reclining, and the loveseat weighed 300 pounds with same mechanisms (total 800 pounds). I live in an apartment complex that does not allow the dumping furniture at dumpster and with no other options provided by the moving team I had to have them dispose of my furniture. 3. I have attached description of full complaint and pictures for both claims. 4. The poor customer service I have received from the Claims Manager was as follows: I had left several (at least 10 call back requests and sent several emails to the Claim Manager). I have received no email response for claim confirmation receipt nor a call back. The dispatch forwarded my phone call several times stating that the Claim Manager was available only to have the call again go directly to voicemail. This whole experience was handled very unprofessionally. The owner needs to review the recorded phone conversations for the 11/22/23 from myself and figure out how to improve the process because it is broken. I have emailed both claims to the proper email at ********************************** My phone is also within the B/L ******. Request replacement refund for admissible damage replacement cost allowed under contract. Couch/Loveseat 800 lbs x .60=$480. Glass Shelves= 30lbs x .60= $18. Claim grand total= $498

  

  Business Response

  Date: 11/24/2024

  Greetings,
  
  Thank you for your email. First and foremost, we sincerely apologize for the inconveniences caused during your move.
  
  In your statement, you mentioned not receiving any acknowledgment of your email. However, this is incorrect. ******* replied to your email while speaking with you on the phone yesterday, informing you that the email was received. She also explained that Roma was off on Saturday, would review the email on Sunday, and would call you if additional information was required. During the call, you acknowledged that your emails were fully descriptive. ******* further clarified that Roma follows a set procedure, including speaking with the movers and dispatch, before responding. Rest assured, he will reply to your email.
  
  We are marking this complaint as closed with the BBB, as we are addressing your claim directly.
  
  Thank you for your understanding.

• Initial Complaint

  Date:09/05/2024

  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.

  Literally the worst moving company I've ever had the experience working with. I have more broken items in this one move than I've had in all other moves in my last 15 years of renting combined. Their packing job was atrocious. Things just thrown in boxes with no wrapping or packaging in between whatsoever.There's broken and damaged artwork and photo frames. Damaged desk, damaged bed frame, broken dresser drawers, shattered glassware, shattered coffee mugs... you name it, they broke it.If you look at their San Diego Yelp page, it's now closed since it's nothing but bad reviews. ****************************************************************** Whoever runs this business is a professional con artist because they are clearly astroturfing their ****** review and Yelp reviews with fake reviews to cover up all the 1 star reviews.Look at their ****** page: ********************************************************************************************************************'ll notice that all of the positive reviews are left by profiles that have only left 1 or 2 other reviews. That's because these are fake profiles!If you dig into the reviews you will find the real reviews from real people that have had the same experience as me.On top of all the broken items, their scheme is to underquote you on the phone and then overcharge you at time of service. They will get you to sign a credit card authorization form with no specified amount, and take pictures of your CC and ID so that when you try and dispute it, the merchant processor will side with them.They will charge you HUNDREDS of dollars in "moving supplies" that you never asked for and don't even need.They will charge you many thousands of dollars for a move that should only cost a fraction of that from any other moving company.DO NOT GIVE THIS COMPANY YOUR TIME, MONEY OR BUSINESS. BUYER BEWARE!!!

  

  Business Response

  Date: 09/06/2024

  I apologize for the inconvenience, but Im unable to locate your details in our system. Could you please provide your name, email address, phone number used during booking, or a request number? Unfortunately, the information you've provided doesn't match anything in our records, and it appears to be incorrect. Thank you for your understanding.

• Initial Complaint

  Date:09/02/2024

  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.

  Moved july 3rd desk glass was broken. Supposedly insured. Called sent pic of desk with n with out glass. ****** called his manager. Advised call back in few days, no call received. Spoke to claims person. No action left many messages no call bk. Email stated $.60 per square inch.1,400

  

  Business Response

  Date: 09/03/2024

  Dear *******************,
  
  I hope this message finds you well. I wanted to provide a summary of our communication regarding your claim.
  
  Your initial email regarding the broken glass desk top was sent on July 18, 2024, at 5:37 PM. We promptly responded on July 19, 2024, at 4:56 PM. It took three days for you to respond to our email, and we replied to your message on the same day.
  
  Your next response was received on August 12, 2024, and we replied three days later. Since then, we have not received any further correspondence from you. We emailed you again yesterday, on September 2, 2024, to inform you that we do not have a replacement desk top glass in the size you specified. Instead, we offered you a settlement for a suitable replacement that we found online, and provided the *** for you to place the order.
  
  As per our commitment, we have provided a settlement. Your claim is now considered settled.
  
  If you have any further questions or concerns, please feel free to reach out.

• Initial Complaint

  Date:08/22/2024

  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.

  Had an in-home estimate / quote for a move date of 7/31/24. Was quoted for 4 movers anywhere from 3 (minimum) to 11 hours (maximum) and confirmed. Was also quoted for ***** vaults (local move to storage to long distance move). On date of move, before starting, the movers and I spoke about the size of the truck and how it wouldnt be large enough. They said they knew this was the case on the drive up, because 1 truck can only hold 7-8 vaults and they saw the quote for *****. At some point called their ******* who had 2 more movers and another truck arrive to begin helping. I was explicit with the ******* I was not going to be charged for the 2 extra movers because a second truck was needed, but the extra movers were not. The ******* was the same person that did my estimate the movers told me so he agreed I would not be charged for the 2 extra movers because the original 4 were not answering his calls for updates and the job shouldnt be taking as long as it was so this was him fixing the issue. I also had my entire house packed minus the furniture. My quote also stated no packing (other than furniture). At the end, they tried to charge for the additional movers and truck totaling $1550 but also claimed to use around 90 boxes for a total of around $1800 for that alone. I asked to see what they claimed to have used them for and was told no. They then also tried to charge me an additional $1883 for over time. My quote went from around at most, $3500 to over $8800. I said I was not paying that and wanted to speak with a manager. I called three times and he wouldnt answer nor call me back so I asked them to unpack my belongings and they told me no then drove off in the trucks and told me to contact billing in the morning. I filed a claim 8/1/24 and have called almost every day and emailed the claims manger who will not respond. I have left the billing manager 3 voicemails and not received 1 response. I have no idea where my belongings are and no one will respond to me.

  

  Business Response

  Date: 10/04/2024

  
  Greetings,
  
  The issue between ******** ****** and Best Fit Movers has been resolved. We reached an agreement and finalized a settlement for the moving services. The payment has been collected from the customer, and ******** has informed ******* that the move portion is now settled.