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:04/06/2023

  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.

  March 6th 2023,I hired what ended up being a broker company who hired this company to transport my stuff from *********** to ****. Although the brokers lied and said it was 10 business days to arrive, the problem with this company began when they too started lying and being unprofessional. " customer service representative" said my stuff were loaded 3/8 and it would be 10 to 21 business days from pick up, it turned out today 19th business day that the " supervisor" said it is by law he has 30 days to deliver my goods, that they were just loaded last week and were on route. Meaning my stuff were in I am not sure where for over 3 weeks, and screaming at me said he was not going to waste his time discussing anything any more my stuff will get delivered. This is just a brief complain of everything this company and the broker has done to my family and I. The representatives only answered calls when I called from someone else number no when I called. When they answered all they said was your stuff is in route and no other update. Not to mentioned they left some of my belongings. I paid to be delivered, in all serious companies like this cannot continue to be allowed to do business period. How are they allowed to call them self a business and be no where near a professional business. I was NOW told by supervisor it can e u to 30 days and to read my contract with them. I already know how these people operate, my stuff will not make it to my family and I.

  Business Response

  Date: 04/18/2023

  DEAR ****, K ****
  I AM SORRY TO HEAR ABOUT YOUR EXPERIENCE YOUVE HAD, I KNOW IT WAS HARD
  TO ENDURE.
  WHEN WE SPOKE ON 3/22 YOU HAD EXPLAINED THAT VANGUARD HAD ASSURED
  YOUR DELIVERY WITHIN 10 DAYS TO ARRIVE, WE THEN EXPLAINED THE ACTUAL
  PROCESS OF OUR DELIVERY PROCESS AND HOW LONG IT WILL TAKE TO CLEAR THE
  MISINFORMATION, WE DID APOLOGIZE FOR THE BROKERS WITH WHOM YOU FIRST
  INITIATED THE CONTRACT WITH FOR NOT DISCLOSING THE ACTUAL PROCESS NOR
  THE FACT THAT WE ARE CONTRACTED BY THEM. WHEN CUSTOMER SERVICE SPOKE
  ON THE ***** WE ALSO STATED THE PROCESS AND APOLOGIZED FOR THE
  MISINFORMATION THEY HAD GIVEN YOU ABOUT THE DELIVERY DATE, YOUVE
  REQUESTED THAT WE WOULD RUSH YOUR DELIVERY AND CUSTOMER SERVICE
  EXPLAINED THAT BECAUSE YOU ARE UNDER ECONOMIC SERVICE WE HAVE TO BE
  RESPECTFUL OF THE OTHER CLIENTS THAT ARE ALSO WAITING FOR THEIR DELIVERY,
  WITH ALL RESPECT YOU WERE ALSO INFORMED OF OUR EXPEDITING SERVICE FOR
  WHICH YOU DIDN'T WANT TO PAY, HOWEVER, BECAUSE YOU WERE MISINFORMED BY
  THE BROKERS IN REGARDS TO THE DELIVERY PROCESS WE WOULD DO WHAT WE
  COULD TO RUSH THE SERVICE AND INFORM OUR DISPATCH BUT ALSO STATED WE
  DONT WANT TO PROMISE ANY DATES FOR ANY UPCOMING REASON THAT CAN
  OCCUR, IN REGARDS TO THIS, AS WELL AS KEEPING YOU UPDATED AS MUCH AS WE
  CAN IN REGARDS TO YOUR GOODS, FOR WHICH WE CAN ONLY DO SO MUCH,
  HOWEVER WE WERE WILLING TO HELP.
  IN REGARDS TO THE ***** CALLS, WE HAVE ANSWERED AND GAVE THE SAME
  UPDATE BECAUSE WE CANNOT RUSH ONE CLIENT BECAUSE THEY ASK TOO AND
  PLACE BEHIND OUR OTHER CLIENTS WHO ARE ALSO WAITING AND SOME WHO DID
  PAY FOR EXPEDITING DELIVERY. WE HAD ASKED TO PLEASE BE PATIENT AND BARE
  WITH US BECAUSE OUR CARRIERS COULD ONLY DO SO MUCH DELIVERING OTHER
  DELIVERIES HEADING TOWARDS YOU. WHEN WE SPOKE YOUR CALLER ID CAME UP
  AS MAYBE: ***************** SO WE KNEW IT WAS YOU CALLING FOR AN UPDATE, YOU HAD
  STATED DURING THE CALL YOU WERE UPSET AND STATED YOU RECORDING THE
  CALL BY A 3 WAY CALL WITH YOUR FRIEND ON THE LINE AS WELL, FOR WHICH WE
  TOO RECORD FOR PROTECTION OF US AND TRAINING PURPOSE, WE COULDN'T
  CONTINUE FORWARD WITH THE CALL BECAUSE THE SITUATION HAD ESCALATED,
  FOR WHICH WE UNDERSTAND YOU WERE UPSET YOU WERE IN YOUR RIGHT BUT WE
  DID TRY OUR VERY BEST TO AVOID A SITUATION AND DISPUTE LIKE THIS. WE HAD
  EXPLAINED MULTIPLE ****S WERE WE STATED THAT WE ARE TRYING OUR BEST TO
  RUSH YOUR DELIVERY WITHIN THE **** FRAME FOR WHICH IT WASN'T GOING TO
  PASS WHICH ALSO STATED IN THE CONTRACT THAT YOUVE SIGNED.
  WITH ALL DUE RESPECT, YOU WERE IN YOUR RIGHT TO CANCEL WITH US IF YOU
  WERE UNHAPPY WITH OUR SERVICE WHEN CUSTOMER SERVICE FIRST INITIATED THE
  DELIVERY PROCESS AND CLEARED THE MISINFORMATION THEY HAD GIVEN YOU,
  FOR WHICH WE DO SUGGEST YOU GIVE THEM A CALL AND SPEAK WITH A
  REPRESENTATIVE IN REGARDS TO THAT TO HAVE THAT CLEARED WITH THEM AS
  WELL.

• Initial Complaint

  Date:11/24/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First, the driver came alone 4 hours late & took 2 days to load the truck. He wanted to charge us $3,000 more because it "took more room than they estimated" though we told them exactly what we had. We had to get rid of most of our furniture in 12 hours. I asked for a copy of the 1 paper contract he had, he told me I need to take a picture of it on my phone. He told us we wouldn't get our stuff for 5-21 business days after we were told our stuff would be coming with us. We continued to call their office for eta for our stuff & their response was "it has not been 5 business days." When our stuff came, they wanted to charge us to move our things into a smaller truck due to their lack of planning for they had our address for months. I had to fight to not pay. The movers showed up & measured the distance from where they decided to park to our door & charged us more! The little furniture we had left was broken or destroyed. Most of our boxes and totes were crushed. I asked again for a copy & was told again to take a picture of it. I called the president & he said he would get me a copy first thing Monday morning. Over a week later, I got nothing. We attempted to put in a claim with them for reimbursement on our destroyed belongings, but they wanted a copy of the contract. My wife & I called the office & they said they would email it to us by the end of business day. Still got nothing. We called again & they said they didn't have a copy & it would take a week to get that ONE PAPER COPY from the drivers from 3 WEEKS AGO. I contacted the president once again & he denied telling me he would get me a copy. I told him the date & time of when we spoke & I had witnesses. I asked him if they are screwing us over the money they need to reimburse us if they don't get the contract from the drivers. His response was that he would call me this afternoon. Didn't get a call. I contacted him. He said he forgot was in a meeting & he would call after. 3 hours later still no word.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/28) */
  HELLO*************************,
  WE DO APOLOGIZE FOR THE EXPERIENCE YOU HAD. I KNOW MOVING IS ONE OF THE MOST STRESSFUL THINGS TO ENDURE BUT FROM THE BEGINNING OF YOUR MOVE, WE DO BELIEVE THIS WHOLE MISCOMMUNICATION STARTED WITH YOUR AGENT, YOU ALSO MENTIONED TO US THAT YOU DIDN'T WANT US TO WORK WITH YOUR AGENCY ANYMORE BECAUSE OF THE MISCOMMUNICATION AND THE INACCURACY THEY PROVIDED YOU WITH. SINCE THE DAY THAT YOUR GOODS GOT PICKED UP YOU STATED YOU WERE PLEASED & HAPPY WITH OUR SERVICES AND YOUR MOVE. MY DRIVER AND CUSTOMER SERVICE DEPARTMENT HAD COMMUNICATION WITH YOU, INFORMING YOU THAT THE DAY YOU ARE READY TO RECEIVE YOUR GOODS WE HAVE UP TO 7-21 BUSINESS DAYS NOT INCLUDING HOLIDAYS OR WEEKENDS, WHICH IS STATED ON THE CONTRACT ( SECTION E & D ) YOU'VE SIGNED.
  YOU'VE BEEN INFORMED BY WHICH YOU SAID AND QUOTE "YES, THANK YOU" AND EVEN WANTING THE SAME DRIVER CONTINUING YOUR MOVE.
  MOVING FORWARD YOUR DRIVER WAS REQUIRED TO GET A SHUTTLE DUE TO THE ENTRANCE OF YOUR HOUSE, WHICH AGAIN IT'S ALSO STATED UNDER (SECTION E & D ) OF THE CONTRACT FOR AN 18 WHEELER TRUCK ACCESS, YOU HAVE ACKNOWLEDGE AND SIGNED YOU'LL BE RESPONSIBLE FOR PAYING A SHUTTLE FEE FOR WHICH YOU DID NOT FULFILL, INSTEAD THE PRESIDENT HAD ZELLED YOU $200 DOLLARS FOR THE FEE AND YOU HAD ADDED $150 WHICH WE'RE NOT ALLOWED TO DO SO, ALSO HE TRIED TO FIND A SOLUTION DURING THE DISPUTE OF THE SITUATION THAT WAS OCCURING ON THE SCENE, WHICH YOU FORGOT TO MENTION ON YOUR REVIEW. ONE OF THE REGULATIONS WE HAVE AND FOLLOW REGARDING YOUR BOXES BEING CRUSHED WE DO NOT TAKE RESPONSIBILITY FOR BECAUSE MOVING LOGISTICS INC MOVERS DID NOT PACK THEM WHICH THE CLAIM WILL GO STRAIGHT TO CLAIMS DEPARTMENT, I DO WANT TO MENTION ON " THE VALUATION SELECTION" YOU'VE BEEN EXPLAINED THE PROCESS AND YOU'VE SIGNED, WHICH INFORMS YOU IT ONLY COVERS 60 CENTS PER POUND ON YOUR GOODS. YOU WERE AWARE.
  INCLUDING THE FORM YOU'VE REQUESTED OF THE BOL, MY COLLEAGUE KATHERINE HAS SENT THE FORMS TO YOU VIA EMAIL ON SATURDAY NOV 26, 2022
  I ALSO REMEMBER COMMUNICATING THIS TO YOU ON OUR RECORDED LINE ( I DO WANT TO MENTION ALL OUR CALLS ARE RECORDED FOR EVERY CUSTOMER FOR THE PROTECTION OF THE CLIENT AND US & TRAINING PURPOSES ) WHEN YOU ASKED FOR THE BOL REQUEST, I DID MENTION WE WILL SEND YOU THE BOL BY THIS WEEK OR WEEKEND NOT BY A BUSINESS DAY. WHICH STARTED NOV 21 AND YOU'VE RECEIVED IT BY THE 26 OF NOVEMBER FROM **************************
  AGAIN I AM SORRY FOR THE INCONVENIENCE THIS HAS CAUSED YOU, I AM WILLING TO FIND A SOLUTION FOR YOU DONE TRUTHFULLY ON OUR PART.
  
  
  Consumer Response /* (3000, 7, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While we appreciate all you did to rectify our situation,It does not excuse the fact that the original contract was not followed and the people who moved us in were completely rude to us. The stacked our boxes in way that crushed them and was very rude in our own home. Our whole experience was not what we were expecting. In the beginning yes your employee ***** was great and helpful even though he did it all by himself (which was a two man job.) The supervisor ***** would make promises he would not keep. We continually reached out to him as he told us to do and would never follow up. He would just apologize, reschedule and never follow up again until we reached out. The company that moved us in didn't even give us a chance to take pictures needed for claims and was Completely rude to me on the phone. Overall there needs to be rectification for thus situation so others don't have to experience this again.
  
  
  Business Response /* (4000, 9, 2022/12/09) */
  Hello ************************,
  once again we were very professional from our end. We had communicated everything to you from the day we picked your belongings to the day that you received it. The miscommunication started with your agent that you booked with, we did inform you that we were the haulers doing your pick up and doing the delivery. You were pleased with our services and again as I stated you wanted the same driver to make the delivery. It's very melancholy from our part that now you are saying a different story. We were honest with you since the beginning, aside from having the president of Moving Logistic Inc zelle you $200 towards the shuttle that you did not want to pay. Once again the miscommunication started with your agent the did not provide you with the correct information and we are truly sorry for this inconvenience you had.