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:09/24/2025

  Type:Order 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 contracted Brightside Moving Group on April 8, 2025, for a move from ** to **. The initial estimate was $2,900, but after a phone walkthrough on July 22, it was unexpectedly raised to $6,341.20. On July 30, the movers arrived and demanded $9,090.60, insisting on an immediate payment of $4,923.80. I had prepared a certified check for the agreed amount and was closing on my new home the next day. As an elderly single woman, I felt coerced and trapped, with no choice but to comply.After the move, I discovered unjustified charges: $200 for stairs (contract stated $75), extra packing fees, and a bulky item surcharge for a treadmill that had been disclosed in both walkthroughs. They claimed I waived a physical walkthrough, which was never offered.I made multiple attempts to contact Brightside, but calls were never returned. One representative acknowledged the excessive charges and promised follow-up, which never came.Further issues arose when Brightside tried to deliver my belongings on September 11, despite my contract stating September 1516. I was told the date had been changed to September 10 without my consent and was asked to pay an additional $499. Despite confirming the correct date with the movers and having signed documentation, Brightside refused to acknowledge their error. The representative was rude and instructed the movers to leave with my items.This experience has been traumatic, financially damaging, and emotionally exhausting. I believe Brightside engaged in fraudulent misrepresentation, elder abuse, coercion, and unprofessional conduct.I request a refund of the $3,000 upcharge and $499 redelivery fee, and assurance that no other consumer, especially vulnerable individuals, will face similar treatment. I am prepared to escalate this to consumer protection agencies if necessary.

  Business Response

  Date: 09/26/2025

  Thank you for bringing your concerns to our attention. We take all customer feedback very seriously and have worked to review your situation in detail. Since receiving this complaint, we have been in contact with you directly and have actively advocated on your behalf with your assigned carrier.

  We are grateful for the opportunity to work with you toward an amicable resolution and believe a fair solution has been presented. To finalize this process, we kindly ask that you respond to this complaint as resolved. 

  Customer Answer

  Date: 09/26/2025

   
  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:09/13/2025

  Type:Order 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.

  In working with them I learned first hand of their highly unethical and predatory business practices. While Brightside doesnt violate anything within their agreement (which they will stress), the core tenants of their contract, which are cleverly hidden, are unethical. Brightside offers Binding Estimate meaning clauses like price/square foot and other accessory costs remain fixed. This is true. However, their estimate is nothing more than a number, it has no bearing on the final price the actual moving company (who is in no way legally tied to Brightside) will charge. Brightside will intentionally quote a low amount to win your business. 1.)By quoting an intentionally low (i.e. False), estimate, Brightside has now won your business. They collect payment on the initial quote and your searching for a provider is done. Youve now sealed your fate. 2.)Youll then receive a QA call. The estimate is likely to increase as you may add more items. They will collect an additional payment for the delta in the original estimate to the new final estimate. Youre now in deeper. 3.)Movers only offer a quote when items are out of the house or on the street. Youre now at their mercy. As you have no other options to move, they charge any price they prefer. a.Prior to signing the initial agreement, I shared my concerns with the Brightside sales agent that by the letter of the law, the contract states this could happen and Im liable to pay any amount the moving company quotes. She assured me that while that is the case, we do things the right way and only work the select moving companies who dont operate that way. She assured me that Brightside does things the right way. This was a satisfactory explanation as I assumed no good company could continue to operate if they continually take advantage of their customer base. I was wrong and these tactics need to be made known. Initial estimate: $5,000. Final estimate: $7,900,. Actual cost: $12,800.

  Business Response

  Date: 09/23/2025

  We sincerely apologize for the frustration you experienced during your move. At Brightside, we strive to provide the most accurate estimates possible based on the information provided at the time of booking. While significant increases are unusual, they can occur if additional items, services, or space are required when the carrier arrives. In such cases, the carrier is obligated to update the estimate in accordance with federal guidelines and their published tariff.

  We have been in direct communication with you to work toward a fair resolution. An agreement was reached and verbally accepted; however, you later declined and indicated that unless additional concessions were made, you would proceed with negative reviews. Despite this, our original resolution offer remains available.

  If you would like to move forward, we kindly ask that you mark this complaint as resolved, and we will immediately initiate the resolution as discussed.

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23879709
  
  Your response illustrates the lack of honesty that Brightsides operates by, which naturally carries over into your unethical and predatory business practices. I was offered $400 as a resolution, which Brightside deemed fair but could not give any explanation as to how the company arrived at that number. After repeated asks to speak with someone in higher management and being rejected, it was clear my point of contact was unwilling to engage in a good faith conversation about finding what I believe is a fair resolution. I acquiesced and said I would accept the $400 offer, only to find out later that this required me to sign a non-disparagement clause (which was not previously communicated). I then declined the offer feeling it was more important to warn others of the unethical business practices Brightside operates by, in the hopes that others wouldn't fall victim. I am still open to finding a fair resolution, but if your offer is non-negotiable I will continue to share my experience with others, allowing them to make more informed decisions before conducting any business with your company. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/25/2025

  We have spoken to you again since declining our response and despite our efforts we still have not been able to reach a solution.  

  Customer Answer

  Date: 09/25/2025

   
  Complaint: 23879709
  Brightside responded by only increasing the refund amount by such a small amount if felt inconsequential. I do not accept their response and will continue to share my negative experience across this site and any others that offer the opportunity for paying customers to review their experience in working with Brightside. 

  Customer Answer

  Date: 09/26/2025

  I would like to mark this complaint as resolved. I have accepted Brightside's offer. Please let me know if we can mark this as resolved. Thank you. 

• Initial Complaint

  Date:08/31/2025

  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.

  This was by far the worst and most stressful moving experience Ive ever had.I was moving out of a onebedroom apartment and was originally quoted $2,600.After the quality check, which involved me sending photos, the estimate was adjusted to $3,440. I agreed to that amount, understanding that additional items like clothing needed to be boxed,which increased the volume.I was given a two-day pickup window. On Saturday, August 23rd, I called to get an update. I have both a text and a voicemail from customer service confirming that pickup would happen on August 26th between 811 AM. I called again Monday morning to confirm this time so I could book my flight accordingly. Monday at 6 PM, I received a call stating the movers would arrive between 36PM on Tuesday instead. I explained that I had already received two confirmations for the 811 AM. The representative I spoke with was extremely rude and told me to have friends wait for the movers so I wouldn't miss my flight. This was not an option, as I needed to be present to sign legal documents. I had no choice but to pay $150 to change my flight. Now they told me the cost was now $2,100 more than previously stated, and that I had to pay 80% of the total that day. However, I have text communication from ******, who handled my quality check, stating I would pay 50% at pickup and the remaining 50% at delivery. This discrepancy is significant and should have been made clear in advance. The new total was $5,400. I never would have agreed to upfront. I had informed the company that I was having surgery and would be non-weight bearing afterward, so I needed my belongings delivered as soon as possible. Its now been five days, and I have no idea where my items are. I was told I would be notified once the driver left and given an updated delivery time frame. Ive reached out to multiple people and havent received a single response. I expect to be compensated appropriately for the stress,additional costs,and lack of communication.

  Business Response

  Date: 09/05/2025

  We provided you with a delivery update and your items are scheduled to arrive next week between Monday and Friday. As soon as the carrier provides a narrower ***, we will share that with you immediately. We apologize for any inconvenience caused if the carrier arrived a few hours later than the original estimate.

  During the verification call, we explain that customers must remain available for the entire two-day pickup/delivery window and avoid scheduling flights or other obligations. Estimated times of arrival are not guaranteed, as carriers are traveling long distances and unforeseen road delays can occur.

  Regarding the payment schedule, the standard structure is 50% at pickup and 50% at delivery. However, the contract clearly outlines that the carrier reserves the right to collect up to 80% at pickup. We apologize if this was not fully clear at the outset.

  As to the difference between the original estimate and final charges, we fully understand how important budgeting is. Our estimates are based on the inventory and details provided, but if the carrier arrives and finds that the inventory, space, or services differ, they are required to issue a revised estimate. Brightside does not set or participate in carrier charges.

  We have contacted you directly to work toward an amicable resolution and have extended an offer. We sincerely hope you will accept this resolution so we can close this matter in good faith.

  Customer Answer

  Date: 09/05/2025

  Please close out complaint. Spoke to owner and received credit for flight and assured me to have my items in 8 days! 

• Initial Complaint

  Date:08/29/2025

  Type:Billing 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 paid a deposit for moving a free piano. On the day of pickup the movers demanded payment in full at pickup and would not accept my credit card as was previously agreed. they wanted a payment by **** or some other method before delivery. I refused and got money orders to pay at time of delivery. They stated delivery would be on 8/28/25. It is now 8/29/29 and I have not received my delivery. Obviously untrustworthy.

  Business Response

  Date: 09/04/2025

  Thank you for bringing this to our attention. We apologize for any confusion, but please note that certified funds are always due at the time of pickup. This requirement was communicated during the verification call as well as outlined in all signed documents.

  We have spoken with both you and your carrier to work toward an amicable resolution. As part of that resolution, we kindly ask that you mark this complaint as resolved.

  Customer Answer

  Date: 09/09/2025

  Resolved.

  Customer Answer

  Date: 09/10/2025

   
  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:08/29/2025

  Type:Order 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 am filing this review as a caution to other regarding Brightside Moving's deceptive and predatory business practices. Prior to my parent's move the company provided them with a quote based on an accurate and detailed inventory that they personally supplied, including the number of boxes and specific descriptions of larger furniture pieces. Despite this, on the day of the move Brightside Moving imposed additional charges totally approximately $5,000 ABOVE the quoted price. By the time, with all the logistics set and no viable alternative available, they were left with no choice but to proceed under these outrageous ******** addition to the deceptive pricing, Brightside Moving and their hired movers demonstrated extremely unreliability. Their crew arrived hours later than scheduled, with too few workers and then failed to complete the job within the agreed-upon timeframe. This delay directly jeopardized my parent's contractual obligations with the buyers of their home, creating unnecessary stress and placing them at risk of financial and legal consequences.This combination of misrepresentation, lateness, and failure to perform as promised illustrates a pattern of conduct that is not only unethical but may also fall under unlawful bait-and-switch practices prohibited by consumer protection statutes and, in the case of interstate moves, by ***** regulations. For these reasons, I strongly advise potential customers to avoid *********************************************. Their lack of transparency, professionalism, and reliability makes them a serious liability. Consumers would be far better served by a reputable company that values integrity and customer trust.

  Business Response

  Date: 09/05/2025

  Part of the additional charges resulted from prolonged storage that was required during the course of your move. We understand the importance of accurate estimates; however, final charges are determined by the carrier based on the actual space utilized and services provided.

  We have been in contact with the carrier to work toward an amicable resolution and have also communicated directly with you regarding possible solutions. Both Brightside and your carrier have made concessions in an effort to resolve your concerns fairly.

  We kindly ask that you mark this complaint as resolved so we may finalize the agreed-upon resolution. Thank you for working with us, and please accept our apologies for the undue stress you experienced during this process.
  

  
  

  Customer Answer

  Date: 09/08/2025

   
  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:08/29/2025

  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.

  It started off with a high-pressure sales call for a moving service from *********, ** to ********** , Tx. I had a bad gut feeling about the call, but I went for it anyway. He asked me how many boxes I had and other belongings. I told him about 20 big boxes. Also, listed two tool boxes, a washer and dryer, engine hoist, two beds with bed frames and a couch. Also, listed other items typical with moving. We came to an agreement on price and service. On the day of the move they showed up and he told me that all the items like the washer and dryer and engine hoist and couch were not listed as "bulk items." We all know those are bulk items. Also, he listed 20 small boxes instead of regular size boxes. All this went as an extra charge when the truck arrived. Also, the move goes by cubic feet and he failed to tell me this. Brightside moving company was not transparent about anything. If we would have known this, my wife and I never would have agreed to it. It was your classic bait and switch. Also, upfront, he told us it would only take three days to deliver our stuff. We moved August 1st and we did not receive our belongings until August 26th. If we would have known it would take that long we never would have agreed to it. We agreed on $2800 for the items I listed and after all the extra charges it would have cost me close to 10 grand to move the items. I cut it down to two mattresses, washer and dryer, tool box, and engine hoist to keep the cost at the original agreed amount. I ended up renting a U-Haul and moving most of the stuff myself. Cost me $1100 plus gas to do it. I could have moved the items they moved myself with the truck I rented. Brightside Moving Company feeds on people's ignorance of the industry and the laws pertaining to it. They get people in a bind and they are left with no choice but to move forward. This company should be terminated and punished for what they did to me and others. I would like to get my money back if I can.

  Business Response

  Date: 09/05/2025

  We appreciate the opportunity to address your concerns.

  The estimated space and the list of items provided were transported at the agreed-upon cost. We sincerely apologize if additional space was required to accommodate the full contents of your home, as that can result in a difference from the original estimate.

  Regarding delivery, we recognize that your timeframe was longer than expected and regret the inconvenience this caused. Brightside acts strictly as a licensed interstate moving broker and does not participate in the delivery process or the carriers charges. However, we do expect all carriers in our network to deliver shipments in a timely manner.

  As a courtesy, Brightside has extended an offer of a partial refund to acknowledge the delivery delay. That offer remains available. If you wish to accept, please respond to this complaint as resolved, and we will issue it promptly.
  

  
  

• Initial Complaint

  Date:08/25/2025

  Type:Order 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 July 25, I called Brightside Moving Group *************) and told them that I would like them to do an estimate for my move from ********* to ****. I ended up speaking on the phone for over 80 minutes with ***** ******* ******************-560-7083, ********************************** I FaceTimed ***** throughout my entire house (including garage and backyard) to help him determine an estimate of cubic footage and a corresponding price. Initially, ***** told me 1279 cubic feet and the cost would be $7800. After I asked, he agreed to reduce the price to $6700. I then signed and initialed several documents online and paid a deposit of $2509.13. The move was planned for Aug. 12-14.On Aug. 9, I FaceTimed another Brightside employee, ******, through my entire house, yard, and garage. After we finished, ****** said that the cubic footage would likely be double what ***** had estimated and therefore that the price would double as well. ****** told me that if I was unwilling or unable to pay more than $6700, they would stop packing the truck with my belongings as soon as they reached 1279 cubic feet. I called Brightsides customer service and spoke with **** ******************-511-2697, ******************************************** Like ******, **** insisted that Brightside had the right to double the price because *****/Brightside had given me a non-binding estimate and that Brightsides actions were in full compliance with the ***************************** guidelines. But according to the ********************************** ******************************************* (*****), Under a nonbinding estimate, the mover cannot require you to pay more than 110 percent of the non-binding estimate at the time of delivery. My contract with Brightside is null and void because it contains a material misrepresentation. ***** deliberately underestimated the cubic footage so that he could give me an abnormally low price and thereby entice me into signing the contract.

  Business Response

  Date: 09/05/2025

  We appreciate you bringing your concerns to our attention. We take all customer complaints seriously and want to provide clarity regarding your estimate and the services offered.

  The original estimate was built correctly based on the furniture and information provided during your walkthrough. As is standard in the industry, representatives cannot account for every boxable item at the estimate stage. You initially estimated approximately 90 small and medium bins. However, upon packing, your inventory included over 200 large bins, which alone added nearly 980 cubic feet. This significant discrepancy created the difference between the original estimate and the updated projection.

  Your estimate was binding to the original space, inventory, and services outlined. Any deviations from that list, whether in space or services required, result in a new estimate being offered. In your case, the revised estimate was provided as a suggestion to increase your reserved space, but you were under no obligation to accept it. You understood this and chose to keep the original space, inventory, and binding estimate as is. You called back later to cancel.

  We regret if there was any confusion and want to emphasize that at no point were you required to double your cost or your space. Our intent has always been to provide a clear understanding of the process and advocate for your move to be completed smoothly.

  As a gesture of goodwill, we have extended an offer of a partial refund, which you have declined as of now. That offer remains available. If you wish to accept, please respond to this complaint as resolved, and we will issue it right away.
  

  
  

  Customer Answer

  Date: 09/08/2025

  Complaint: 23792639
  
  Brightsides response simply confirms that they must refund me my full $2509.13 deposit.
  

  If on August 9 ****** genuinely thought that his colleague ***** had underestimated by half the volume of my belongings and therefore price, then Shawns 7/25 estimate of 1279 cubic feet (and corresponding price of $6700) was a material misrepresentation that renders the contract null and void. 

  Brightside's claim that my belongings had significantly increased is entirely false. On the contrary, they had gone down. My friends had taken my drum kit, and Junk King had removed a significant amount of my belongings the day before (on Aug. 8). (See attached receipt.)

  All that increased was the estimate of my belongings, not my belongings themselves. On August 9, ****** doubled the volume that ***** had estimated on July 25. But this disagreement between Brightside's employees does not at all allow their company itself, Brightside, to suddenly double the price. Brightside was bound by the estimate that they had given me on July 25. Once again, according to the ********************************** ******************************************* (FMCSA), Under a nonbinding estimate, the mover cannot require you to pay more than 110 percent of the non-binding estimate at the time of delivery.

  Sincerely,
  
  *** ****

  Business Response

  Date: 09/08/2025

  The estimate we provided remains binding under the agreed Terms and Conditions. After a thorough review, we stand by our position that the representative offered a fair and accurate estimate based on the information available at the time of booking. All actions taken by Brightside were consistent with standard policy, procedure, and federal guidelines. We have extended a fair resolution offer, which remains available should you choose to reconsider.

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23792639
  
  Brightsides latest response is that its 7/25 estimate was fair and accurate based on the information available at the time of booking. That information didnt change by August 9, when Brightside said that the 7/25 estimate underestimated the cubic footage and price by half. (Once again, my belongings had only decreased, not increased.)So either the 7/25 estimate was *not* accurate, in which case the contract was null and void, or it was accurate, in which case Brightsides 8/9 claim that the price would double was in violation of the *************** of Transportations ******************************************* (FMCSA) rule that [u]nder a nonbinding estimate, the mover cannot require you to pay more than 110 percent of the non-binding estimate at the time of delivery. This is the dilemma that Brightside has created for itself: either a null and void contract or violation of a federal rule. Either way, Im entitled to a full refund of my deposit.
  
  

  Customer Answer

  Date: 09/09/2025

  With all due respect, BBB closed my complaint prematurely. Brightside deserves the opportunity to respond to the dilemma I very clearly presented to them in my latest response, and I deserve the opportunity to hear their response. Please reopen my complaint to allow this final response from Brightside. Thank you.

• Initial Complaint

  Date:08/18/2025

  Type:Delivery 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.

  Jun 29 I hired Brightside moving Group from ******************************************************* to move my furniture to ************************* load the truck on June 29 .I was told that the delivery is going to take place in ********** 7-10 business ******* has been one Month and 20 days since and still no delivery, I dont know what to do about this situation.I called almost every day and i heard nothing but lies.Please help me out with the situation.Thank you.

  Business Response

  Date: 08/20/2025

  We sincerely apologize for the delay you experienced and appreciate you bringing this matter to our attention. Upon receiving your complaint, we immediately contacted your carrier to advocate on your behalf. We understand that delivery is now underway and that the matter has been resolved directly between you and your carrier.

  We are grateful for the opportunity to assist with your relocation and pleased that an amicable resolution was reached. We kindly ask that you mark this complaint as resolved.

  Customer Answer

  Date: 09/03/2025

   
  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:08/16/2025

  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 recently contracted services for the shipment of household goods with a company named Brightside Moving Group LLC. Issues arose when prior to the tentative moving date, the distance of my move changed from ***** miles to ******************************************************************************************** cost, saying that it was because I am a resident of **********. The company also refused to cancel and refund my deposit of $2,840, saying that they would give me back 15% of the deposit ($426) as a favor. This dishonest business practice gave me great cause for concern. I contacted ****** *******, who identified himself as the **************** Manager for **********************. I asked to be put in contact with the companys leadership to discuss the situation, trying to reach an amicable solution. Mr. ******* was hostile, intimidating, and screamed at me over the phone. When I asked to speak to his supervisor, he refused to provide me with relevant public information relating to the business, such as the business license number, ownership information, agent for service of process, or contact information for the companys legal department/representative. He told me that the only way I could get that information was to hire an attorney and my attorney could get that information.I am attaching the estimate for the amended delivery location, but the company has blocked my access to the original estimate on the website.

  Business Response

  Date: 08/19/2025

  We appreciate the opportunity to respond to your concerns. After a full review of your file and communications, we must respectfully clarify that the information you presented is not accurate.

  You contracted Brightside Moving Group LLC as your licensed interstate moving broker to coordinate your move from ********** to ******* and to recommend a licensed carrier. Seven days prior to your scheduled pick-up window, you informed us that your plans had changed and you now required delivery to *******. In response, we immediately prepared and provided you with a revised estimate that reflected the new delivery location at the rate of the carriers tariff.

  It is important to note that pricing for interstate household goods moves is not arbitrary or created by Brightside. All rates are based on the specific carriers published tariff. While you expressed dissatisfaction with the revised cost and requested a lower price, we advocated directly with the carrier on your behalf and successfully obtained a tariff amendment, resulting in a significantly reduced estimate. Despite these efforts, you informed us that you would not proceed at the new estimated cost and instead wished to cancel.

  Per the signed agreement, you were not within a period where you would be eligible for a refund. Nonetheless, as a gesture of goodwill, Brightside offered you a 15% refund. Although you declined that offer at the time, it remains available to you should you wish to accept it.

  We understand your frustration with the change of plans, but Brightside did not alter your scheduled service. The decision to change the delivery location was entirely outside of our control, and while the distance was shorter, the cost of a move is not calculated solely by mileage. We are trying to imagine it from your point of view.. the move is only 25% of the distance so that should somehow equate to a 75% discount from the original estimated cost but that is not how it works. Volume, carrier tariffs, and logistics all factor into the final estimate.

  We also reviewed all communications you had with Brightside representatives. Based on our review, your interactions were handled professionally and courteously by our staff.

  Our resolution offer remains the same: you may either proceed with your contracted carrier under the revised estimate, or we can provide you with the previously offered 15% goodwill refund.

  To accept, please respond to this complaint as resolved and advise how you would like to proceed.

  
  

  Customer Answer

  Date: 08/27/2025

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

• Initial Complaint

  Date:08/16/2025

  Type:Delivery 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.

  re: order MD2152464 Brightside Moving Group along with the movers they hired appear to be scammers. ******* Gramado, the *** who worked with me spent nearly 1.5 on the phone with me employing deceptive sales tactics to get me to pay their non refundable deposit of $3149 for a full pack service. Apparently full pack service means a group of guys haphazardly throwing dishes into boxes (which also contributed to additional costs to me onsite). I was sold a bill of goods about the level of care and attention I would receive throughout and then was quickly handed off to a customer service and QA team who with every contact demonstrated increasing levels of incompetence. Or at least the inability to follow their own stated practices. Most contacts were through texts by random people though I continually requested a final bill of lading via email. I did receive one only after paying an additional $1065 to secure a date for expedited guaranteed delivery today or tomorrow. ******* has not answered or returned any of my calls and voicemails in over a week. And now no one is available. I have been vocal in my dissatisfaction but I believe my concerns are falling on deaf ears. The goods were to be guaranteed delivery this weekend today or tomorrow. I know this may appear premature to file a complaint; however, since taking payment, neither Brightside Moving Group or the contracted movers, Express Movers have answered my calls or ***lied to my voicemail inquiries. In fact I keep getting disconnected after long wait times if I am able to connect at all. And all the independent ***s numbers indicate their message boxes are full. I am reaching out to BBB to see if that will prompt any kind of response. They contracted a mover that has an entire 2 bedroom house and decades of memories in their hands and I have no idea what is happening with my goods. No tracker, no communication. I moved from *************, MD to *******, ** and have no clue if my goods ever left **.

  Customer Answer

  Date: 08/16/2025

  The company has reached out to me and we seem to be back on track with the move. I received a satisfactory response. 

  Business Response

  Date: 08/18/2025

  We appreciate you bringing your concerns to our attention. We understand that this has been resolved directly with your carrier. We appreciate your patience and cooperation in working towards a swift resolution. We kindly ask that you mark this complaint as resolved. Thank you. 

  Customer Answer

  Date: 08/19/2025

   
  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,
  
  ******* ****