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:07/26/2025

  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.

  Buyer Beware! Brightside Moving Group doesnt tell you that they are a broker. They gave me the impression that they were the moving company. Brightside gave us an estimate for $1800 and then Master Moving got there they said it was $900 more. Bait and switch. They know you need them. Furthermore, we had a tight moving schedule and couldnt find another company. They only took cash. That should have been a red flag. ****** learned. The movers banged up walls and broke a light fixture when they moved our sofa down to the basement. We filed a claim on their insurance which took 60 days for a response only to learn that it was denied because their insurance only covered items transported during the move. Owner has not returned calls. The woman who answered the phone said they do not have insurance for residential damage. There never has been residential damage? She said no. Im out another $1400 to fix the damages. ********

  Business Response

  Date: 07/30/2025

  We are truly sorry to hear about any damage that occurred during your move. While Brightside Moving Group is not the carrier and was not involved in the physical handling of your belongings, we take your concerns very seriously.

  All claims procedures and coverage details are outlined in the estimate provided by Brightside, as well as in the moving contract you entered into directly with the carrier. It is deeply unfortunate that damage occurred while the service was being completed.

  Although Brightside was not responsible for the physical move, we would like to extend a gesture of goodwill in the amount of $200 to help in light of your experience. If you would like to accept this offer, please respond to this complaint as resolved and we will issue the credit right away.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I paid cash so I would like to understand how they are planning on getting me the $200. If they can send a check, please send to ******************************************************************

  Who do I contact if I dont receive the payment?

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/24/2025

  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 first contacted Brightside Moving Group on June 26, 2025 for a home move form NJ to ** on July 9 and deliver to NC on July 12. After working with and speaking to *** ******************************* **************) we went over the items to be and not be shipped, size of the truck to use, dates. and cost I was not aware nor did *** mention they were a broker and would sub this out to another company. Estimate cost was $9,796.14 and I paid the initial up front fee of $4749.00 and we agreed on the final payment upon delivery. After speaking with *** further we agreed I would pay for the cost of the full 27' truck with storage over the cab. This raised the cost to $13074.23. I paid another $1756.22 to cover the additional space. We again agreed to only have one truck and fill with the contents of the house as much as would fit. Anything over I was going to take care of. The morning of the move a moving company, ************************ shows up that I did not contract with but they did have all information form Brightside mostly. They came with two trucks and also wanted to pack the storage unit but that was not on the list. We went over again what to take/not take. Yes, there were additional items which raised the cost. I should not have had to pay for the second truck and they did not fill the first truck either which forced the use of the 2nd one. I have two airtags active and as of 7/24/2025 my furniture has not moved and is sitting in a warehouse in ** (********************************************). After several calls to ************ and ************ I cannot get a date as to delivery. I contacted again today as they took my safe and we told NOT to. I asked today to get the safe and was told they weren't sure where it was at. I explained the air tags and the woman laughed. This safe has my families important documents and due to my health I need this safe. I don't care about the furniture. I need this safe.

  Business Response

  Date: 07/25/2025

  We completely understand the importance of having your personal items. As we outlined in our email yesterday, the load has been safely stored in the carriers warehouse. We have advocated on your behalf  to have the delivery process expedited after receiving you email request yesterday. We acted promptly. Your carrier made arrangements to get your delivery out right away. Your delivery is scheduled for two days from now on Sunday. From our understanding, you have spoken with the carrier directly and have found this solution satisfactory. We appreciate you bringing this to our attention. We kindly ask that you respond to this complaint as resolved. 

  Customer Answer

  Date: 07/25/2025

  I heard from ******* (Express Movers) regarding this complaint on July 25, 2025.  An agreement has been met with having my home contents delivered this Sunday July 27, 2025.  Per our agreement I am removing this complaint.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/14/2025

  Type:Product 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.

  Formal Complaint and Request for Refund Ref. No. M2148994 Brightside Moving Group,I am writing to formally dispute charges and request a refund related to my moving contract dated July 6, 2025, under Reference No. M2148994.I entered into a contract with your representative *** ******* for moving services totaling $1,760.00, to be paid in three installments:$657.00 paid via CC on July 6, 2025 $561.50 scheduled for pymt upon furniture pickup The remainder upon delivery However, several concerning events occurred throughout this process:Unauthorized Fees On July 9, 2025, Rep. ***** charged an additional $501.00 for packing boxes for 2- 45" TVs, one glass tabletop, 1 standing mirror, and 1 picture box. These items were already listed in the original agreement, and the fee was never disclosed upfront.Deceptive Practices at Pickup On July 12, 2025, a third-party crew associated with your company, Master Moving Company, led by an individual named ****, arrived for furniture pickup. After loading the truck, he pressured my daughter into signing a blank document, which was later filled in with altered information. Then, **** demanded $1,800.00 claiming excess weight and cubic footageclaiming the total now reached $4,200.00.This accusation is false. The move remained within contracted limits of ***** lbs and 300 cu ft. With the belongings already loaded, my daughter as placed under undue pressure, had no choice but to pay under duress.I contacted your Rep. ***** immediately after. He assured me that a manager would follow up. To date, no one from Brightside has reached ****** of today, I have paid $2,958.30, far exceeding the original agreed amount. The correct total based on our contract should be far less. Therefore, I am requesting a refund for all overcharges, totaling $1,739.80.If no resolution is reached within 5 bus. days of receiving this information, I will escalate the matter to the ***** and other relevant regulatory agencies.****** ******

  Business Response

  Date: 07/16/2025

  We appreciate the communication and opportunity to speak with you directly and find a resolution. We have refunded you a portion of our fee and the carrier has agreed to substantially discount the delivery balance to bring the total cost of the move back to the final estimated cost. We kindly ask that you respond back to this complaint as resolved to complete the resolution.

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/13/2025

  Type:Product 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 Brightside Moving Group to coordinate my move from ** to **. I was quoted $1,770 by *******. A few days before the move, ***** reviewed my inventory and provided an updated estimate of $2,259. I paid $885.68 in advance $626 via ACH and $259.68 via credit card.On July 7, a subcontracted moving crew from ************** Services arrived. Before even evaluating my items, they increased the total cost to $3,033 and demanded $1,000 via Zelle. I was not allowed to use a credit card. My items were already being packed, and I felt coerced and trapped.The movers also crossed out Option 1 (Full Value Protection) on the paperwork and made me sign Option 2 ($0.60/lb liability) without any explanation. When I asked about delivery, they told me to contact their supervisor, *******. After my belongings were taken, ******* said it would take 1.5 to 2 weeks to deliver contradicting what ***** told me earlier, which was that I could work it out with the driver.When I tried to get help, my calls were ignored until my sister used her number. ******* said he had my info but couldnt locate it. He said he would transfer me to Brightside and then hung up. A Brightside *** later called me, refused to give her name, spoke over me, and was dismissive to my sister. She claimed it was my choice to sign, despite the pressure I was under. After that call, she followed up by text and offered a $150 discount, which I documented.I have received no further follow-up or delivery update. I am now actively filing complaints with *****, the Attorney General, and sharing this publicly. This experience has been deceptive, unprofessional, and deeply distressing. I still dont know where my belongings are.

  Business Response

  Date: 07/14/2025

  We have reached out to the carrier on your behalf. From our understanding an amicable solution has been reached and this matter is considered resolved. 

  We appreciate you bringing your concerns to our attention. 

  We hope our prompt resposne demonstrates our commitment to customer satisfaction.

  As a part of the BBB complaint process we kindly ask that you mark this as resolved.

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/08/2025

  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.

  Moving company quoted me a fee then got my belongings on their truck and charged me double the agreed upon fee then charged me extra then took 3 weeks for them to deliver after being told 1 to 3 days the days kept changing. Then demanded ******* before they would unload my belongings then after quick inventory a lot is missing .

  Business Response

  Date: 07/08/2025

  We are sorry to hear of your dissatisfaction and truly regret that her moving experience did not meet expectations. We appreciate the opportunity to address her concerns.

  Regarding the delivery timeline: Our records show that there was no delivery address available at the time of pickup, and that the delivery address was changed twice while the items were in staging and awaiting transport. The final delivery address was confirmed 9 days after pickup. While we understand that delays are frustrating, these address changes may have contributed to the extended delivery window. Timely delivery are important, and we do apologize for any inconvenience caused.

  As for the increase in cost: The original estimate was based on the inventory and cubic footage provided at the time of booking. Per federal regulations, if the carrier arrives and the actual inventory or space needed is different, a revised estimate must be provided and agreed to before loading can begin. We strive to make this process as transparent as possible and regret any confusion surrounding the charges.

  We are also sorry to hear about any items reported as missing. While Brightside Moving Group is not the moving company and is not responsible for loss or damage, we are email you the claims form and contact details for the carrier to file a formal claim. We are happy to assist in that process as needed.

  We would like to offer a $200 goodwill refund in the interest of resolving this matter amicably. This offer is separate from and does not affect any pending or future claims with the carrier. To accept our offer, please respond to this complaint as resolved, and we will process the refund immediately.
  

  
  

• Initial Complaint

  Date:07/07/2025

  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 May 7, 2025 spoke with by **** of Brightside Brightside Moving Group of ************************************************; Tel: ************; DOT: ******* via phone, and was quoted $8,000 for interstate move. We paid $3,779.51 deposit on credit card for a move on 5/26/25. On 5/21/25 we received a call from ***** at Brightside, who said they would not move me unless I provided the inventory again and signed a document (their QA contract Job # M2139993) about excess weight. He stated that **** did not record the inventory we gave, so we again gave the list on 5/22/25 via email, signed and returned their QA document, and also requested that Brightside acknowledge receipt of the re-submitted inventory and also confirm that our interstate move would still take place on 05/26/25. We did not receive a response.On 5/25/25, concerned we received no confirmation, we texted ***** from Brightside, requesting confirmation that our move was on track for the following day. He responded that we should call a telephone number he then gave us. We did so, however the office was closed. So, we attempted to call ***** and left a VM asking him to call us back because the office was closed. He did not respond to our texts or our ******** a result of no response from Brightside Moving either to our emailed request for confirmation on May 22, 2025 or our telephone call and subsequent text messages to ***** on Sunday May 25th, realizing that we were may have been scammed, we sent a final email at 5pm stating our concerns with what was clear to us to be fraud, in light of the fact that they stopped communicating with us, we requested a full refund of the downpayment. We filed a dispute with our credit card company and surprisingly, Brightside 1st claimed to have moved us, then 2nd claimed they were brokers and what we paid was a brokerage fee. This is deceptive, fraudulent transaction. We paid another company to move us on May 30th and Brightside has walked away with our $3,779.51.

  Business Response

  Date: 07/08/2025

  We sincerely regret the frustration this situation caused and appreciate the opportunity to clarify some important details regarding your complaint.

  As a licensed interstate moving broker, Brightside Moving Groups role is to coordinate moving services between customers and FMCSA-registered motor carriers. We do not perform the physical move; rather, we facilitate the logistics, customer service, documentation, and ***************** process to ensure a smooth experience.

  Regarding your case, a ***************** call was conducted on May 21st to confirm key details of your move, including your inventory list, First Available Delivery Date, and any non-transportable items. This step is standard and vitalit ensures the assigned carrier has accurate information to reserve the necessary truck space and dispatch appropriately. 

  From our system and call logs, we respectfully disagree with your statement that there was no communication from Brightside. Our records show that you placed three calls to our office on May 25th; however, each call was disconnected before reaching a representative, as option 1 for customer service was never selected. We were open that day and had no opportunity to assist you live because the calls did not connect.

  You never contacted Brightside directly to cancel the move or to request a refund. In fact, the assigned carrier later informed us that when they called you to confirm the pickup, you declined their services and canceled with them directly. At that time, your move was fully intact and scheduled to proceed on May 26th or 27th, per the agreed timeline.

  Its important to clarify that our broker feecollected at the time of bookingcovers the services rendered by Brightside in establishing and coordinating your move. This fee remains non-refundable once the service process has begun and is not contingent upon completion of the move by the carrier, particularly when the cancellation decision is made directly with them.

  In response to the dispute filed with your credit card issuer, Brightside submitted documentation outlining the services rendered, which led to the chargeback decision being ruled in our favor. At no point did we falsely claim to have performed the physical move.

  Nonetheless, we genuinely empathize with your dissatisfaction and, despite the outcome of the dispute, we are still willing to offer a 15% goodwill refund of the broker fee to help bring closure. If you would like to accept this offer, please mark the complaint as resolved and we will process the refund promptly.
  

  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23567852

   

  A full refund is the only fair remedy since Brightside did not honor their end of the agreement. We are rejecting the offer of 15% for the reasons outlined below and have attached supporting documentation of our communications to which we received no response, including a refund request since we had not heard from them.
  
  1) I am rejecting this response because we made attempts to call on May 25th, and received a recorded message that the office was closed. We then reached out to *****, of Brightside, who did not respond with further instructions.

  2) I am rejecting this response because after not receiving the requested confirmation by 5:45 pm on May 25th, we emailed Brightside with a complaint and request for a refund (Email #2 attached) since they have not contacted us about moving us on May 26th, and it had been several days (Emails # 1A and #1B attached) we had been asking for confirmation of our move. Attached please see emails, and text messages (cell text messages with *****) between the other party, my representative, ****** ******* and myself and Brightside (for which there were no responses to our concern that the office was closed on the Sunday).

  I am rejecting this response because we did not speak to anyone about moving us.

  Sincerely,

  
  ****** ******

  Business Response

  Date: 07/09/2025

  We respectfully maintain our position.

  Your move was fully intact and scheduled to proceed within the confirmed two-day pickup window. Canceling one day before the scheduled pickup is considered unreasonable notice, especially given that the carrier was prepared to perform the service as outlined. There was no failure on our part to honor the agreement.

  While we regret that you felt communication was lacking, the pickup timeline and process were clearly explained. As a final goodwill gesture, we are still willing to offer the previously extended 15% refund.

  Customer Answer

  Date: 07/09/2025

   

   

  Contrary to Brightside, we did not cancel due to not wanting the service. We did not hear from them for several days, after their email to us on May 21st (4 days prior to the move date of May 26th) indicating that they would not be able to move us unless we provided information.  Given that they indicated they would not be able to move us, we asked for confirmation that the move was to occur on May 26th.  Their silence, after multiple calls and text messages (attachments previously provided) left us with no other conclusion that they reneged on their contract. As such, we demanded a refund after we attempted, without success, to contact them for confirmation on Sunday evening.  

  It cannot be customarily to conduct business this way, where the customer has no knowledge of whether or not the merchant will perform. A** a customer I would expect to have my move confirmed at least one business day prior to the date, or by Friday 23rd. Brightside did not do this. In fact, they refused to respond to our many attempts to reach them.  Brightside holds responsibility for dropping the ball and as indicated before, nothing less than a full refund of the money paid for the service that they did not provide is fair.

  To insist of a refund of 15%, or returning $566.92 of $3,779.51, essentially earning $3,215.58 for NO SERVICE is egregious. 

   

   

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23567852
  
  I am rejecting this response because:

  Contrary to Brightside, we did not cancel due to not wanting the service. We did not hear from them for several days, after their email to us on May 21st (4 days prior to the move date of May 26th) indicating that they would not be able to move us unless we provided information.  Given that they indicated they would not be able to move us, we asked for confirmation that the move was to occur on May 26th.  Their silence, after multiple calls and text messages (attachments previously provided) left us with no other conclusion that they reneged on their contract. As such, we demanded a refund after we attempted, without success, to contact them for confirmation on Sunday evening.  

  It cannot be customarily to conduct business this way, where the customer has no knowledge of whether or not the merchant will perform. A** a customer I would expect to have my move confirmed at least one business day prior to the date, or by Friday 23rd. Brightside did not do this. In fact, they refused to respond to our many attempts to reach them AND further to that, their office VM had a message that they were closed when we called on Sunday May 25th.

  After their disturbing call to us on May 21st, advising us that we were at risk of not having our items moved, they had an obligation to confirm to us that everything was in order and that we could assuredly expect their arrival on Monday Morning. ***** and ***** were both argumentative when speaking with ****** on May 21st and we suspect the lack of confirmation was deliberately done to leave us in the dark and cause us distress simply because he inquired as to the reason we were being asked for inventory and measurements, and told the move would not occur without same, at such a late stage, some 2 weeks later, after  they had already been provided to **** on May 7th.  Brightside holds responsibility for dropping the ball, not addressing this breach of customer service and, as indicated before, nothing less than a full refund of the money paid for the service that they did not provide is fair.

  To insist of a refund of 15%, or returning $566.92 of $3,779.51, essentially earning $3,215.58 for NO SERVICE is egregious. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 07/10/2025

  With extreme reluctance, I will accept the refund offered. Pls advise when this will be returned to my credit card.

• Initial Complaint

  Date:07/05/2025

  Type:Sales and Advertising 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.

  On the day that the service was provided, the final cost was increased by 50%. I got an original quote from Brightside to move my household belonging from *********, to ****************. The original quote was for $2,441.12. Later, after an items update, that was adjusted to $4,098.72 which was reasonable considering my box count had increased dramatically. In an effort to bring down cost, I decided to remove two large dressers, a large cabinet, a side table, and a night stand. I knew I was being charged by the square footage, and taking these very large items off the list should have brought down my cost by a reasonable margin. I did reach out to Brightside and was informed that a new estimate would not be made as we were within the 3 day window, but that final adjustments would be made on the day of moving. *********************** was the company that Brightside brokered to perform the move. On the day of moving, the driver arrived, I discussed the items that we would not be taking, and he called his boss to confirm the new price. He took a video of the items to be shipped, at this point just the bed, some desks, chairs, a couch, and boxes, and sent it to his boss. After a significant wait, his boss called me and I was informed that the new cost, with adjustments, was over $6,200. Last minute adjustments to the price were to be expected, however a 50% increase, when several very large items had been removed is outrageous. Such a lowball quote, and such a huge last minute increase, especially when a significant amount of cubic feet of item had been removed, is an unethical and immoral business practice.

  Business Response

  Date: 07/07/2025

  Thank you for your feedback, and we are very sorry to hear about your dissatisfaction with the final cost of your move. We understand how frustrating unexpected changes can be, especially during such a major life event.

  As a moving broker, Brightside Moving Group coordinates your move with licensed motor carriers in your case, *********************** and helps set initial expectations for cost and service based on the inventory and details provided at booking. As you noted, your quote was updated following a change in your item list, and it was explained that any final adjustments would be made by the carrier onsite, once the actual volume and space usage were confirmed.

  While we understand your concern about items being removed from the shipment, it's important to recognize that pricing is based on total cubic footage required in the truck, as well as factors like packing services, accessibility, labor time, and weight distribution. Even with items removed, the configuration and space requirements of the remaining inventory may have led to a higher final cost. We rely on the carriers in-person assessment to determine final charges, and those were presented before any services were performed.

  That said, we truly regret that this experience felt misleading or unfair. We aim to be transparent in all communications, and we apologize if that goal was not met.

  As a goodwill gesture, we would be happy to offer a partial refund of 20% of the deposit paid to Brightside. To accept this offer, please mark the BBB complaint as resolved and we will process the refund promptly.

  We appreciate the opportunity to address your concerns and thank you again for your feedback.

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have had outside correspondence with Brightside and have come to an agreement. I have received satisfactory resolution sufficient to close this complaint. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:07/03/2025

  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.

  I contacted Brightside Moving on 5/10 to schedule a move for 6/20 or 21st. We spent 2 hours on the phone with ***** and went through our entire house. We got an original quote around $6800 and agreed and they took their upfront cut. I then reached back out to ***** to get information to transport my car and wanted it done at the same time and so he agreed to move my pickup to either the 19/20th since we were flying out on the 21st. This is all in writing in emails. I get a QA call 5 days before pickup and my quote goes up $3000 more. I understood we added some things but ***** told us he had just been through a move and 60 med boxes should suffice for a 1600 sq fr home along with 12 medium totes and all the other items we discussed. I was shocked but okayd it and paid another $2000 to Brightside that same day due to the increase. I got a call on the 19th saying that the movers would be there Saturday the 21st between 8 and 11 and I said unacceptable. Thankfully Brightside was able to magically get the movers to come on the 20th. The movers showed up and started immediately wrapping and moving stuff before we did final inventory. The guy did final inventory and charged me another almost $4000! I was shocked but they were already there and moving our stuff so we were stuck. They also came in and told us our fridge had to be crated which we were never told and that we were charged for stairs because we had over 7 steps (we had 9) even though Brightside said one flight was ********************************************************************** the specified moving boxes Brightside told us to use. On the initial phone call we were told pick up on the 20th would be perfect to get our stuff to us by the 26th but now theyre saying its 2-12 business days from our first available which was the 26th. That was never properly explained and now they have no idea where our stuff is and are always very rude to speak with. We just want our stuff!!!!

  Business Response

  Date: 07/07/2025

  Thank you for taking the time to share your concerns. We understand the stress of a cross-country move and regret the frustration you've experienced. We are truly sorry that this process has caused you inconvenience and uncertainty.

  Your reservation was coordinated with the licensed motor carrier ************************ The initial quote was based on the inventory discussed at the time of booking. As inventory changes were made including additional items and box counts adjustments to your quote followed accordingly. These updates were communicated and approved prior to your move, and we appreciate your flexibility during that time.

  Were also sorry if there was any misunderstanding about delivery timing. Delivery does not occur the same day or next day after pickup, and the standard delivery window is clearly outlined in your agreement. Per industry norms and federal guidelines, long-distance moves may take ************************************************************* your case, June 26th with a maximum window of 30 days. Today is the 7th business day. This delivery window was included in your estimate, your contract, and your ***************** call summary.

  
  The additional charges onsite, including fees for stair carries, special item handling (e.g., refrigerators requiring crating), and repacking, were presented by the carrier before loading. While Brightside Moving Group is not the carrier, we still take your concerns seriously and will work with the carrier on your behalf to ensure you receive updates as your delivery progresses.
  We have confirmed with the carrier that your items are expected to arrive within the standard timeframe. (End of this week). We are monitoring the shipment and will continue to follow up with you until the delivery is completed.

  As a gesture of goodwill, Brightside Moving Group is offering a refund of 10% of the deposit you paid to us. This would be $467. To accept this offer, please mark this complaint as resolved through the BBB and we will process the refund right away.

  We appreciate the opportunity to address your concerns and remain committed to assisting until your move is fully completed.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23555395
  
  I am rejecting this response because: we had to purchase many items in order to live in the house we bought which totaled much more than just $500. I needed to buy work clothing since I did not have any of my work belongings because I had over a week before I had started work from when we moved and were told it was going to be there in time so I didnt bring anything with me. We had to buy a few pots to be able to cook for our children and plates and plastic ware to be able to eat. Not to mention when our things were delivered, several pieces of furniture were damaged beyond repair and now we have to wait for a claim to be filed. Not to mention some of the boxes were stepped on (clear foot marks) and crushed beyond belief and were moldy. We would like 50% of our initial deposit back since our things were treated so poorly and whenever we reached out to the company we were met with hostility and told to read our contract like we were idiots. 

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

  Business Response

  Date: 07/08/2025

  As a broker, our role is to coordinate your move and ensure clear communication of service expectations. We regret if any interactions felt dismissive that is not the level of service we strive for, and we apologize if you were met with frustration when seeking answers.

  While we are unable to grant a 50% refund of the broker fee, we would still like to extend our original goodwill gesture of 10% of your deposit as a sincere effort to address your dissatisfaction. To accept, please mark this complaint as resolved and we will process your refund promptly. Your items are in transit and will arrive well inside the outlined delivery window. 

• Initial Complaint

  Date:06/30/2025

  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.

  Brightside moving company is terrible! Amongst the many issues with this company. They have scammed me out of thousands of dollars. They gave a false quote knowing the amount of furniture and boxes I had. On one of the recorded phone calls they mentioned to not worry about odd packing items ( mops vacuums etc) what happens was the movers ended up charging me $15-30 per box to pack those items. The told me that the movers would take down and reassemble my trampoline and dollhouse. Which when the movers arrived told me that was not the case. I told them I would leave behind certain items then and express movers did not adjust my quote. I lost a sectional Couch, bunk beds, grill, desk and trampoline I was quoted ***** originally. When express movers arrived they upped my quote to 7k and then minus my deposit I was to pay 5105 , I asked the. Movers if this was not going up and he said no. and then when they had everything on the truck told me I owed an additional$ ***** on top of the ***** I had already paid. The movers they sent were rude and threw cigarettes all in my lawn and driveway. They were extremely unprofessional. Since they picked up my items on 6/24 I had not heard anything or provided a tracking number on my delivery. They told me today 6/30 that it will take an additional 6-10 days. At no point in any of the recorded calls did they tell me they legally had 30 days to deliver. I was told several times they had up to 14 days. This company does not communicate and is not delivering my items. I have 3 young children and I would like all of my belongings delivered asap.

  Business Response

  Date: 07/07/2025

  We are truly sorry to hear about your frustration and the challenges you've experienced during your move. We understand how stressful a long-distance move can be especially with young children and we take your concerns seriously.

  While we are a moving broker and not the carrier, we have remained in communication with you regarding updates. The carrier, is actively working to deliver your items and has informed us that delivery is expected this week. Based on your First Available Delivery Date and the pickup date of June 24th, the carrier remains within the standard delivery window outlined in your agreement.

  We do understand your frustration regarding the packing charges and changes made to your estimate. Its important to note that all additional charges were presented by the carrier onsite prior to any work beginning. As stated in our Terms & Conditions, final costs can vary based on actual volume, services needed, and the items ultimately transported.

  Delivery windows and service terms were provided in writing during the booking process and again during quality assurance. However, if there was any misunderstanding, we sincerely apologize.

  As a gesture of goodwill, Brightside Moving Group is willing to issue a refund of 10% of the deposit you paid to us. To accept this offer, please mark this complaint as resolved through the BBB platform and we will process the refund promptly.

  We hope this demonstrates our continued commitment to customer satisfaction and thank you for giving us the opportunity to address your concerns.

  Customer Answer

  Date: 07/07/2025

  this issue was resolved and I would like to respond to the complaint or have it taken down . 

• 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.

  I hired Brightside moving group to move my household goods from ********** ** to ****** **. I was given an initial quote of around $2500 from **** and he took an initial deposit of $914.00 from me electronically. ***** from Brightside took inventory over the phone of everything that I was moving, and then gave me a quote of $6821.48. He then took a deposit of $3048.64 leaving me a balance of $3772.74. He didn't take into account the $914.00 that I had already paid to ****. On 05/27/25 Master Moving Inc.came to move my household goods. They had 5 men loading a straight truck, 4 of which could not speak or understand any English whatsoever. The 5th gentleman barely spoke and understood English. This created a major language barrier. The truck was loaded, and I was given an arrival date of 06/03/25. And I was given a bill for $11,100. I had to write a check for $4800.00 and I agreed to have a money order for the balance upon arrival. On 06/04/25, one day late, my household goods arrived on an 18 wheel semi from Blackbelt Logistics. This means that my belongings had been unloaded and reloaded at least one time. 1 gentleman arrived with the truck. I had gone to ******* the evening before to get a money order for the balance of $3251.36, because I had to pay in advance before my belongings would be removed from the truck. I presented the money order to the driver, and it was not accepted because it was not from the ****. I was never told the money order had to be from the ****. My belongings were removed from the truck, and several items were damaged. An email containing pictures of damages and complaint has been sent to **** at Brightside moving and to Black Belt logistics on 06/11/25. I have had no response. I am 73 years old, and I feel like I have been taken advantage of. Fireplace 1500, dresser from matching bedroom set 2500, several picture frames and totes 1000 Collectables 1000 and the $4300 difference in the quote and the actual charges..

  Business Response

  Date: 07/03/2025

  We are very sorry to hear about the experience you had with your recent move and the damage to your belongings. We understand how upsetting this must be, and we truly regret any confusion or distress caused throughout the process.

  Please know that we have now emailed you the claims instructions for your assigned moving carrier so that you can begin the formal damage claim process. We will also be reaching out by phone to personally offer assistance in submitting the claim. While Brightside Moving Group is not the company that physically handled your items, we are absolutely here to support you through the resolution process.

  This is the first time we have been made aware of your concerns or any damages. Had we received earlier notice, we would have stepped in immediately to help.
  Regarding the payment confusion the second payment you reference was $2,134.64, not $3,048.64. The total you're seeing includes the earlier deposit of $914.00. We apologize for any misunderstanding on that point.

  Payment method requirements, including the need for a **** money order at delivery, were reviewed during your recorded quality assurance and verification calls. We are sorry if this was unclear at the time of delivery, and we will relay this feedback to the carrier directly.

  Lastly, while its not typical for final charges to differ significantly from the original estimate, large discrepancies often occur when the actual inventory differs from what was originally provided. Per ***** regulations, carriers are required to issue a revised written estimate on-site if additional items or volume are present.

  We want to assure you that we take your complaint seriously and are committed to helping you secure a fair resolution for your damaged items. Thank you again for bringing this to our attention.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23538036
  
  I am rejecting this response because: I have yet to receive an email and a follow up call
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/22/2025

  We apologize. It seems one of our customer service people sent the claims information tot he incorrect email address. We have re sent the claims information. 

  We have spoken wiht you and made an offer to resolve this from our side. Our $450 offer is completely separate and will not affect your reimbursement for claims of damage. 

  If you choose to accept this resolution offer please respond to this complaint as resolved and it will be issued right away. 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23538036
  
  I am rejecting this response because: I feel they could offer more.. I was quoted 1 price I understand a few more items were added to the moving list But it should not have doubled the price $11,100 for this move is outrageous
  
  Sincerely,
  
  ******* *****