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:07/26/2024

  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.

  I was told by ******************* (Executive Relocation Consultant) that the total cost of the move would be $13,800. This move was to include all packing of all materials in my house. We went over the list at least 3-4 times and I wanted to make sure we did not have any problems I had read about with other moving companies. She said that I didn't even need to be at the house, her team would come in, pack everything, and move it to ***** for us. I have text message confirmation that they would be the only one moving my belongings and it would not be contracted out to other companies. This was a major concern I had, and I wanted to make sure it was handled smoothly from start to finish. I was informed that the same team would pack my house, fill the truck and then unpack my belongings. When they came to pick up my belongings, the truck was very small, and I noted that there would be no way to have all my belongings on that truck. I was informed that this was just a staging truck and this would move to a larger truck. In addition, when the movers came in, and these movers were not from Nationwide Moving Group, but from a different moving company, that the move would be over $30,000, more than double the cost that was quoted. They said there was a piano, and other things that would take extra space. Everything that was on the inventory list (from the quote) was in the house, they just said that ***** quoted to little. I was unable to bring much of my belongings ($3,500 treadmill, outside furniture, grill, desks, king size bed, and more than $2000 more of my belongings I left to goodwill. I had to buy a trailer hitch and rent a trailer to bring more personal and private belongings to ***** that they would not bring. I later learned that a 3rd company, that hired their moving help from ********** in ***** the night before (one had no moving experience) to empty the truck. I will be filing against these two companies as well in separate filings.

• Initial Complaint

  Date:10/21/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  DO NOT USE THIS COMPANY! I learned this too late, but a reputable mover will not take your money months before the move. Nationwide Moving Group (DBA Movers Experts, **** not only took $2900 as a "deposit" two months before my move, they were also impossible to contact after they got my money. I wanted to know the name of the actual ******************************** because that's who I would need to have the money order made out to. ******************* will act like she's your best friend before she takes your money. But afterwords she will not call or text you back, she will have excuse after excuse...ex. she was in the hospital, she was sick and bleeding, it was her daughter's birthday.Lies, Lies, Lies. Stay away! Even though I lost my $2900 I am so glad I didn't go with this mover because I have heard about many that have gotten taken by the movers demanding more money at pickup and drop off....on top of the original price!

  Business Response

  Date: 10/30/2023

  Customer had trouble with her car shipper and is complaining because her claim with car ******* is taking longer than expected. This is out of our scope of practice and any damages from car shipper are to go on shippers insurance. Customer is solely complaining about move because she is looking for compensation due to delay with car shipper.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20765300
  
  I am rejecting this response because:

  Her response was not related to my move with her moving company. Her response was about a car being moved, and I did not have them or want them to move my car, I wanted them to move my belongings from my ** house to my MD townhome. I could not get a hold of ***** and I needed to know who to make the cashiers check out to and wanted to know the name of that van line so that I could review them online. After finding out the van line, just a couple days before my move, I told ***** that I didn't feel comfortable with them because they had nothing but bad reviews, even on their own website! So she never moved any of my belongings. I had to hire someone else.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/30/2023

  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.

  Please refer to the attached supporting document

  Business Response

  Date: 08/18/2023

  Customer cannot request refund after services have been fully rendered. Customer chose basic liability protection and has minimal damages and is required to file a claim as he has contractually agreed to. Furthermore, on the digital contract, we DID provide "Your rights and responsibilities when you move" brochure digitally by clicking the link that says "Your rights and responsibilities when you move". To continue, the move was done by our van **** and was NOT subcontracted out as it is the same staff at both companies which we thoroughly explained to the customer as well. The customer must also be in contact with us through our dispatch department at ****************** regarding their claim as instructed. Customer does not want to follow claims procedures as required. Customer has NOT reported any missing items to our dispatch department, only damages. Customer must follow contract as agreed. Delivery dates are never guaranteed, but are estimated when trucks are travelling cross country.

• Initial Complaint

  Date:03/13/2023

  Type:Sales and Advertising 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 had initially received an estimate regarding my move through the Nationwide Moving group representative *****. I had spoken to ***** on multiple occasions and she had stated that the movers work directly for Nationwide Moving Group. She stated that there was no 3rd party involved. I had requested a visual inspection of my items in my house through zoom or in person to confirm my final estimate. On multiple occasions, ***** stated it was not necessary and my price would not change. On the day of the move, a different company called H&M movers came for my items and demanded an additional $2000.00 or they would not move my items. At that time I attempted to call ***** but she did not pick up, answer my urgent texts, or even return my phone calls. I was held hostage by H&M movers and was forced to pay the additional amount. Upon the arrival of my items, I was held hostage again for an additional $1000.00 for delivery of my items. On both occasions, the H&M movers did not know of ***** and did not agree to comply with the agreed-upon price. *****'s dishonest practices cost me $3000.00. She blatantly lied and was deceitful. I am requesting a full investigation, a refund of $3000.00, and that this company be listed an F standing with BBB.

  Business Response

  Date: 03/13/2023

  Customer ********************* was informed prior to pick up that he is being charged per cubic foot, please refer to contract signed by customer. Contract states customer is responsible for any cubic footage added by adding additional items not listed on his inventory. As well, customer was  NOT held hostage. Customer was notified of additional charges PRIOR to loading and signed revised estimate PRIOR to loading. If customer did not agree to price, customer is given the option to cancel. Customer chose to proceed with services and additional costs for additional cubic footage when he signed the revised estimate which was explained by the ******* clearly to customer. Services have been fully rendered and customer is not due any credits or refunds at this time. Also, Nationwide Moving Group is not affiliated with any company named H&M Moving. Nationwide Moving Group is partnered with a van line, G & M, and does not subcontract to any party outside of our moving group. Customer is misinformed and does not understand his paperwork or the process there of the transportation of household goods when crossing state lines. Customer was NEVER given a flat rate and ALL customers are notified that additional items or services will result in additional costs. Therefore, company ALWAYS notifies customer of any additional charges upon the arrival of our truck on the actual moving day, prior to starting customer's move in accordance with federal law. Customer may cancel at that time. If customer did not agree to charges, he should not have signed revised estimate and proceeded with services. Therefore, no refunds or credits are due at this time.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19587708
  
  I am rejecting this response because:
  

  ***** from Nationwide moving company repeatedly misrepresented herself and the company at the time of finalizing the order. She stated on more than one occasion over multiple phone calls that the price was fixed and will not change at the time of moving. She stated that nationwide will directly handle the moving which was false. The 3rd party group (G&M moving) was directly arranged solely by Nationwide. Upon arrival of the moving company, they demanded an additional $2000.00 cash or the move would not be started. ***** from Nationwide was repeatedly called but she did not respond. Nationwide and their third party moving group are aware that the security deposit was non refundable. As the security deposit was nonrefundable it was a hostage situation in which the customer was forced to continue with the move through the 3rd party group assigned by Nationwide or lose the deposit. The hostage situation was continued upon drop off in which the customer was extorted for additional $1000.00 cash in payment to complete the move. All of this could have been avoided if ***** was honest from the initial conversation. ***** and Nationwide once again misrepresented their role in the move and hired a non agreed third party mover which lead to a hostage situation with extortion of additional fees to complete a move that was already finalized in price. As a result of Nationwide using this third party moving group they must be held responsible for the additional non negotiated costs. No other moving company was used other than Nationwide moving company. Customers must be aware of Nationwides deceitful practices

  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/16/2023

  Please see paperwork customer signed. G & M is owned by the same group as Nationwide Moving Group, therefore we are NOT subcontracting to any third party and the customer is misinformed and does not understand their paperwork or the process of moving and trucking. Please see paperwork clearly shows all the additional items customer took that were not listed on his original estimate. A hostage situation is when customer is told AFTER the loading of the items of any additional charges and is forced to pay additional monies. That is not the case with our company or this customer. The customer was made aware of additional charges prior to loading, signed, and agreed to proceed with services. ******** was also moved on a Saturday, therefore, ***** was not in the office or working at the time of his move. Customer was still able to speak with other employees and staff at our company and did not need to speak with ***** for the issue to be resolved. If customer did not agree to price, he could have cancelled his move BEFORE we started loading his items. Paperwork clearly states customer is being charged by cubic feet and taking additional items would raise his cubic footage and he is responsible for these charges should he choose to have additional items moved that were not listed on his original estimate. Services have been fully rendered to customer and no refunds or credits are due at this time.Please review paperwork and contracts submitted.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19587708
  
  I am rejecting this response because:
  

  This is again an example of clear false buisness practices on the part of Nationwide Moving. Both upon drop off and pick up the drivers of G&M moving noted no financal association with Nationwide Moving. The inital contract was with Nationwide moving. Once again as previous responses have listed the deposit made to Nationwide was non refundable as per Nationwide's own policy. I have previously spoken to ***** on more than 1 Saturday previous to pick up in which she picked up every single time. ***** also prior to pick up stated she would be available for any questions at any time. However suddenly upon the day of move she refused to answer numerous messages and texts. This is an obvious tactic of Nationwide moving to bait a customer and fail any type of customer service follow up during any crisis. The previous responses from Nationwide show an obivious lack of any type of customer service. ********************** should refund the additional $3000.00 charged by the G&M moving company that was sent by Nationwide. G&M receipts showed no mention of any relationship with Nationwide Moving which concurs with the statements from both drivers working for G&M. It is alarming that a business with such corrupt and unethical practices continues to hold a high rating with BBB. Customers must know the risk of doing any business with Nationwide Moving and look elsewhere for any moving needs. Provide the refund for the additional funds.

  
  Sincerely,
  
  *********************