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:04/15/2024

  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.

  April 1, 2024 $8000 Job # BR8984207 Company gave quote based on photos and inventory then charged $5k more after loading items. Was told items needed to be packed but could be done so to save space, on arrival moving team said this was not correct, removed and repacked every item taking up more truck space and wasting the funds we spent on supplies. Informed movers to not touch specific items which they did and took which were needed for vehicle as well as items left behind after being told new price would cover all items in household. They literally packed our dining chairs and not table, what good does this do. I then was told that we had to be at the delivery location by the 5th or 6th and that we would be charged wait time if we were not present. We rushed our trip to be available and present, even left a car out of state due to mechanical issue and had to rent another to be at site on time and company did not show up nor did they communicate that they would not be showing up. It has still not shown up with items one week later. Called business for 1 week straight left voicemails with no response. Finally reached someone and was called a liar about previous calls, refused to transfer to a supervisor. Told us we would receive a call back today by supervisor and driver for deliver as I need to inform my company so I am not receiving said wait time penalties. Still have not received a call from either.

• Initial Complaint

  Date:01/19/2024

  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.

  Just moved cross country from ********** , ** to ********** *****. Cross Country Relocation Services was the company I used to transport my family's belongings. Upon delivery in Feb 15th 23 noticed some of my belongings damaged. I let the drop off crew know about damage before the were finished and they said that's how they picked it up and to file a claim and it would be easily taken care. A claim was filed with CSI claims case#******* . I was told they found the moving damage to be credible and they submitted a estimate for the company to sign and agree to. After months of no movement on my claim I followed up with CSI claims and was told they could not get a hold of the carrier. I was instructed to reach out to the *** and file a claim(11/6/23) , which I did but haven't heard anything back. A follow up email was sent 1/10/23 and still no follow up. I'm not stuck with broken belongings one being a BBQ smoker I use to cook competition BBQ that I can't currently use and is taking up valuable space. I would like to get the money I'm owed for my broken belongings.

• Initial Complaint

  Date:05/01/2023

  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 was in close contact with ***** (senior sales rep) and ****** in the office of Cross Country Relocation, Inc. during the quote process and was diligent in listing EVERY box and item to be moved. I gave them updates so the quote would be accurate. We came up with the actual cubic feet and a legally binding agreement with paid deposit.When the moving truck arrived they began to load what I had painstakingly packaged, labeled and separated. After loading half the truck the driver said they were done... they reached the estimated volume. I measured the cubic feet that was loaded and it was half of what I was quoted and signed a contract for. The drive said I had to talk to his boss who hung up the phone on me three time till he finally would speak to me, then said I had to pay an EXTRA $7500. to continue the move or they would unload my stuff on the sidewalk and keep my deposit. I was in a very vulnerable position and had to drive across the country the next day. I'm still traumatized by this ordeal. By the way.... I was supposed to receive my possessions the first of the month and instead, my things were delivered on the 15th of the month. I retain all of the documents, photos, emails from this transaction. The quote for the move from ******* ** to ********* ** was a total of $5571.50 I paid a deposit of $200.00 then $1178.00 totaling $1378.On the day of the move another payment was unjustly demanded of $7700.00 or my belonging would be put on the sidewalk and I would be left without a mover in a very bad neighborhood.This added to the total bringing it to $13271.50 which was adjusted to $12500.00 on the contract.$12500 minus $1378 deposit, and minus $7700 paid on the day of moving, left a balance of $3422.A balance of $3402 was listed on the contract. This balance was to be in CASH ONLY, no cashier's check, credit card or personal check. This was paid on August 15 2022.I have photos that prove the volume of the packed truck vs. the estimate.

• Initial Complaint

  Date:04/28/2023

  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.

  Job # S4408443 on Aug 27, 2022 from ** to ** on Sept3, 2022. This move was arranged through a broker: Southern Guarantee ***************** they assigned to Cross Country Relocation. The original binding move estimate was for 920 cu ft and 165 items. On the day of the pick-up, after everything had been loaded the ******* approached ** to tell ** that our move was measuring **** cu ft and we needed to pay an additional $4031.98. We immediately challenged this: we had 168 items total. The truck they had brought was half full and was 20 ft. We called the broker. She asked to speak with the *******; he took the call in private. I then spoke with the rep again who said that at this point the team was needing to leave and it was our fault that based on the contract we had to pay the amount or they would take our stuff. I made multiple phone where I asked repeatedly for weight tickets. During one of the call, I was told that our load was 860 cu ft; I asked to speak to a supervisor and the rep hung up on me. I called back and asked to speak to a supervisor where I stated my concerns; this supervisor said that because I was complaining he would have our load returned to the pick-up location. On the morning of Sept 3 I was contacted they were in ******* and would be dropping off the load between 1-3pm. I requested a weight ticket prior to arriving, he said he would. He arrived at 6:30pm and did not have a weight ticket. I stated that I wanted this prior to unloading. He said he was unable to accommodate this and if he didnt unload the truck right then, then he would go back to ******* and it was unknown when it would be delivered and we would be responsible for storage. On the bill of lading document that he had me sign, it was written that the load was 861 cubic ft. It was a 26ft Penske rental truck (**** cubic feet) half full. After months of attempting to contact Cross Country Relocation via email, certified mail (returned as "vacant"), phone: no response.

• Initial Complaint

  Date:01/09/2023

  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.

  In July 2022 I negotiated a 3-bedroom home move from ********** to ******* with this company. First, I received multiple confirmation of a set payment of a little over $6,202 indicating that there was not going to be an increase. The day of the move, their 7-men crew loaded my furniture then came to me letting me know that the price had increase to over $14,000, after several attempts to talk to the sales people, office, and dispatch at the company without results, I was told that my options were to accept the new amount or for them to unload and keeping my $1,300+ deposit plush charging me about $2000 for their labor of that day. After negotiating with the driver for a while, we had to settle on $10,400. I have pictures of text where the sales person confirmed there were not going to be more charges. They guaranteed that they would deliver the items and disassemble and re-assemble whatever furniture needed to fit in the new place. When I received the items, the driver was under the influence of drugs - this was confirmed by his truck coworker, ******, he could barely speak. I called the movers and they indicated that my choices was to allow them to do the job or to have the driver take all my items back and they would return at a later date. I was concerned to send my items with them because of his condition so I accepted for their 3-men crew to unload the truck. They did not give me any documentation, just took the money orders and above multiple situations, they lost many of our items and are giving us a settlement for $231, 2 17-feet ladders and a $600 Victorian chair among other things, in addition, they broke several items, damage our new property, and did not complete the delivery by assembling the furniture as contracted. I tried to contact their arbitration, but was told that "it is going to be an uphill battle for me" because the driver - who was under the influence - did not deliver documentation to me.

• Initial Complaint

  Date:12/18/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired this company based on the quote, the personalization of the service representative (who is a scammer), and the convenience of scheduling our move. We had to rent a storage unit and left 1/2 of our belongings 1300 miles away. Because they "misquoted " us and we couldn't afford to have them move all of our belongings! Our belongings that did make it, were wet and damaged! We spent over $5k in moving expenses, continue to pay for a storage unit, and had to throw some belongings away! This company is a group of scammers who take hard earned money from innocent people!! They owe us money and should be willing to help us get the rest of our belongings back home with us!🥺 I read up on the different companies and I know that we wouldn't have used this company if i would have read the reviews I am finding on them now!

• Initial Complaint

  Date:10/18/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2021, I made arrangements to have our two bedroom/1 bath apartment to be moved by Cross Country Relocation, Inc. XXXXX ******* **** ***** ******** Hills, ** XXXXX-XXXX; (Ph XXX-XXX-XXXX & XXX-XXX-XXXX or XXX-XXX-XXXX). Our address at the time was XXXXX ******** ****** *** **** Dessert Hot ******** ** XXXXX moving to what I thought would be our apartment XXXX XXt*********************** ****** ** XXXXX, but instead, our things were delivered to Extra Space Storage **** W Point ******* ** S, ******* ****** ** XXXXX on November 29, 2021. The pick-up date was November 15, 2021. Delivery date: 11/29/2021. Job/Account Number #: CCXXXXXXX. All of our items were picked up from our apartment on said date, and the movers put our stuff in a small corner on the truck. I was quoted ***** to ******* but when the movers arrived and started putting the stuff on the truck, I was told I had to pay more money. I was angry to say the least. I told the sales rep what I had before they picked up our items by giving them container sizes and total number of containers (23), a large chest; 1 trash can, 2 beds (King and queen), 2 bed frames with screws, a desk, black water heater, and 1 large box. The delivery day on 11/29/2021 was cold, long, & miserable. The delivery men were late, and when they arrived, I noticed our mattresses on the back of the truck, exposed to the snow elements (wet & smudged), broken containers (two missing containers they never found); lost parts to the desk. We noticed the missing containers/desk parts once we moved into our new home in March. I filled out 2 claims with Anthem on 2 separate occasions, and I still haven't received the money due to me. And it's going on a yr next month. Mostly, when I called, the reps in shipping were rude/unprofessional. They shouldn't be in business if they can't conduct themselves professionally. Their rating should be an ** I wasn't ********** They still owe me my settlement money. ******* was ******************

• Initial Complaint

  Date:10/10/2022

  Type:Product 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.

  My items where delivered last week broken, lost art collections received items that where not mine.
  

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ******************* so I used Cross country relocation in ******** ***** ********** tables the furniture from ********** ********** to ************ Not only were they two weeks late delivering the stuff but when the moving van came there was only one person to move my items. I complained to him and I said that it should take two or three people to move the stuff as many of it was large antique ************ glass cabinets, a *** year old ********* trunk, a desk, multiple heavy boxes. Lots of things were broken including my great grandfathers hundred year old pocket watch that I had to have fixed for ***** The glass cabinet feet were detached, The wood desk was broken, a hand painted wooden chest was completely damaged. Pictures with glass were broken my fathers World War II medals in a ** x **** glass shadowbox was destroyed. I've called about this many times, I filled out a claim, I was guaranteed that there was **** reimbursement for damages. When I called them they said I was only getting **** back, when the watch alone was **** to fix. This company is the worst, they made promises that they didn't keep and they damage some very valuable family heirlooms. They kept saying it was the claims department that I had to go through. When I called the claims department at XXX-XXX-XXXX they kept telling me I had to call Cross country relocation. I think that these businesses are all in cahoots with one another and they don't wanna pay for the damages , However, I paid them ***** and they don't want to reimburse me for anything. Don't use this company it's a horrible moving company!!! My parents and grandfather died and I will never be able to restore this stuff on my own. They did a horrible job protecting my family furniture. I have the original invoice I checked off for replacement value and somebody, not me scratched up my name and put void it doesn't say that on my original copy. This is fraud

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5th, I **** ******* signed an electronic binding, moving estimate with ***** ** of Cross Country Relocation moving company for the Total Moving Estimate of ********* I paid with credit card the amount of ******** and was then later contacted to pay the amount of $ ***** on July 18th for a partial payment on packing estimate. The estimate was for **** cubic square feet to be moved. I was told by ***** ** that if I agreed to go with his company that I would get a ** discount off the entire amount billed which has not been honored. When the movers arrived on July 17th, I told them items that were to be packed and items that were to be left. I had asked them to pack the items that were located on the mantal, the kitchen, and the china cabinet, paintings, clocks from the walls a couple which my grandfather had made himself, and other items thinking they would be professional and know what they were doing. These were the fragile items, antiques, and keep sakes from 4 generations. During this time they had a team of 5 including the driver packing throughout the house. They packed items and moved items they were not supposed to and left items they were to move. I was assured by ***** ** and the driver that the moving truck would arrive either by the 22nd or 23rd. They told me they packed ***** cubic square feet onto the truck. The supervisor *** told me via the driver's phone that I had to pay them a total ******** which meant a check to them for ******* right then and there or *** said they would take everything off the truck and leave. I told him that was entrapment/blackmail. On July 29th the truck arrived and delivered 1,850 cubic square feet of goods. Which was verified by pictures and the driver who delivered the moved items. I was overcharged ******* and many items were missing, damaged, and broken. They did damage to the house they moved items from and to the house they delivered to.