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:09/02/2025

  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.

  I hired ITX to move my belongings from *******, ** to *********, **. I gave an inventory over the phone and was given a quote and contract by the representative. The movers showed up after 5pm, worked incredibly slow, and used my bathroom despite being told not to because I had put my cat there. They also up-charged me over $1000 dollars despite the estimate contract saying that it was binding and guaranteed. I have now been in ********* for nearly three weeks and still do not have a delivery scheduled. The representatives barely ever answer the phone and do not respond to voicemail. They have given me three delivery windows, only to go incommunicado when the window occurs. I still have no idea when my things will arrive. They are aware that I am a disabled 5-time combat veteran with service-connected back injuries and I have been sleeping on a camping pad for nearly three weeks. I have taken time off work three times for nothing and am at risk of losing my job. This is the most predatory, inconsistent, unreliable, and discriminatory company I have ever dealt with.

  Business Response

  Date: 09/14/2025

   

  The customers relocation has been completed and all belongings have been delivered.
  
  
  As stipulated in the signed contract, nationwide transportation may require up to 21 business days. This move was booked with an open delivery date, and the first available date was later provided by the customer. The shipment was scheduled and delivered within the contractual timeframe.
  
  
  All billing adjustments were based on the final inventory and cubic footage occupied, in full accordance with the contract terms. Our records confirm that services were performed as agreed.
  
  
  While we recognize that long-distance moving may at times cause inconvenience, the company has acted in compliance with its contractual obligations. With delivery finalized, we respectfully consider this matter closed.
  

  
  

  Customer Answer

  Date: 09/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although delivery was made on 9/6/25, I was up-charged over $1000 dollars and illegally extorted. I am closing this complaint and filing a new complaint which outlines how the company broke the terms of the contract.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/31/2025

  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.

  On 4/29, I spoke to ******* about moving my daughter, ****** ********* belongings from ******** to ************** and was given an estimate of $1975.41. I paid $617 in deposits. On 6/25 after completing the loading, I was charged $351.50 for wrapping a mirror which I could have wrapped myself if I had been given the opportunity. That and a charge labelled O/D for $239 increased my cost to $3662.00 or $1466.59 MORE THAN MY INITIAL ESTIMATE! After discounts and my deposits were factored in, my balance due was now $2783.00. On 07/11/25 I received a call from ***, the truck driver to inform me that the Company had determined that they could not drive their truck into our neighborhood because of it's size and that I would have to pay an additional $450 so they could rent a smaller truck to make my delivery and he texted me a satellite view of my street as justification. He made it clear that we would not be receiving our belongings unless I agreed to this charge. I had no choice! The Company should have done their due diligence and reviewed my street before giving me an estimate since it was obviously something they could do, but they resorted to blackmailing me with my delivery instead. Delivery was made on 7/11/25 and I paid ITX $1733.00 in cash and $1500.00 via Zelle. On their 4/29/25 estimate, ITX clearly states "The estimated Transportation Cost is BINDING and GUARANTEED..." but not honoring their Guarantee is deceptive and a violation of that contract. Other than what I was able to print myself, I was not given copies of any paperwork reflecting the additional charges and the multiple phone calls and e-mails to ITX requesting such as well as a complete accounting have gone unanswered. On 7/22/25, in violation of the law, ITX backfilled my contract total estimate to $2599.66 and not $3662.00 confirming the over charge. My claim reflects the difference between $3662.00 and my initial estimate of $1975.41 and an additional $300. for property damage.

• Initial Complaint

  Date:06/20/2025

  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.

  Classic bait and switch.ITX was the third party mover provided to us through ***************************** was by far the worst customer service / experience I have ever had. Total crooks.What should have been a professionally managed, multi-state relocation turned into an incredibly stressful, disorganized, and traumatic experience for my family both emotionally and financially.We contracted directly with ****************** under the expectation that a professional, reliable moving service would be provided. At no point were we clearly informed that a third-party company would be handling our move until I called the week of the scheduled move to see if there was an update on the move date. Communication from your team has been virtually nonexistent since the move began. I have left multiple voicemails including on emergency lines with no response, which has only compounded the *********** summarize the series of unacceptable issues:The third-party movers (ITX Moving) whom we were never informed would be involved until days before the move, were scheduled to arrive on Thursday, May 22nd at 7:00 a.m. They did not show up until 3:00 pm. I was never given any contact information for ITX Moving by ****************** who was supposed to be managing the contract.We were told an 18-******* semi-truck would be used, yet that did not occur. The driver showed up in a box truck, which ended up being too small for all of our items.Upon arrival, the third-party driver unexpectedly added $7,000 worth of inventory and moving costs to our estimate. This was neither discussed in advance nor approved by us. When I attempted to contact ****************** to discuss what was happening there was no answer.We had to pack everything ourselves yet were still charged over $2k.Most troubling, the third-party (ITX) driver offered to reduce the cost if we paid him a $600 cash tip, which we find to be unethical and extortionate.

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to this complaint. We regret that your moving experience did not meet your expectations and appreciate the chance to clarify ITX LLCs role in your relocation.
  
  
  ITX LLC was assigned as the carrier by ******************, the licensed broker with whom you signed your contract and who provided your original estimate. As the performing carrier, ITX LLCs role is strictly limited to the physical transportation of goods once the move has been assigned. We are not involved in the sales process, estimates, contractual terms, pricing decisions, or customer disclosures made prior to dispatch.
  
  
  1. Disclosure of Third-Party Carrier
  We acknowledge your concern about being notified late in the process about a third-party carrier. However, all such communications, including the selection and assignment of carriers, are handled by ******************. ITX LLC becomes involved only after the assignment is made. We recommend directing concerns about advance notice, service expectations, or booking clarity to your broker.
  
  
  2. Truck Size and Inventory Discrepancy
  On the day of pickup, our crew conducted a standard walk-through to compare actual inventory to the estimate provided. A substantial variance in volume was noted. Per ***** regulations, a revised written estimate must be issued and approved before loading proceeds. This was done in accordance with federal standards. Our team is not authorized to alter pricing all financial terms and estimates originate from and are managed by *******************
  
  3. Arrival Delay
  We apologize for the late arrival on May 22. While unforeseen scheduling and traffic issues can occasionally result in delays, we understand that the lack of communication added stress. We are reviewing internal processes to ensure better coordination moving forward.
  
  4. Packing Charges
  Packing and labor charges are applied only when services are rendered and accepted. If you believe charges were assessed in error, we welcome the opportunity to review the signed bill of lading and reconcile any discrepancies. Again, all billing and payment processing are administered solely by *******************
  
  
  5. Allegation of Cash Tip Request
  We take the allegation regarding a requested $600 cash tip very seriously. Such conduct is strictly against company policy and, if substantiated, will result in disciplinary action.
  
  6. Communication & Responsibility
  While ITX LLC managed the physical execution of the move, all financial arrangements, pricing approvals, scheduling, liability decisions, and contract terms are handled directly by ******************. Any claims regarding estimates, cost changes, or liability should be directed to the broker with whom you contracted.