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:06/22/2024

  Type:Customer Service 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 5/17 Brightsides contractor (Indeed Moving) picked up my items from storage. I changed original delivery date to 6/19. Every day in June I sent Indeed moving an email and received no response. I called daily and got music and nothing else. I might add when they picked up my furniture they said there was more weight and doubled my price from @$4700 to @$10,000 On 6/20 I sent an email to two Brightside individuals explaining the situation and asking for assistance. I received no response.I called Brightside customer service and was told that I was misinformed the date starts the process not receiving items. **************** said they would call the Indeed Moving and talk to the ******* to get transport asap. They would call me back. Brightside did not call back.On 6/21 I called Brightside again and they said Indeed Moving did not have a team to drive and were working on it.On 6/22 I called Brightside and they said they were still trying to get in touch with Indeed Moving to get a date so here is the issue--- I am being charged double cost, I have been dealing with this for over a month, I have no furniture so no bed, no towels , no cooking items etc. I need someone to take charge and get this shipment STARTED. I might add I have family coming on 7/7 and I am incredibly frustrated and quite angry. I am desperate and need intervention

  Business Response

  Date: 06/24/2024

  I hope this message finds you well, and I sincerely apologize for any dissatisfaction you have experienced with our services. We take all customer feedback seriously and are committed to addressing your concerns.

  We are saddened to hear you did not fully understand the ***** We originally had you set for immediate delivery. On the day of pickup, you extended that **** until the first of June and then you changed it again to the 19th of June. It seems the plan changed a couple of times. When items need to be stored until the **** they are normally stored in the state of origin. This is for multiple reasons one of them being that plans change. Brightside Moving Group did not receive a call, text, or email from you since the 16th on May until you called in on the 20th to explain you thought you were being delivered on the the 19th. If you had called us to make the change to your **** to the 19th we could have explained what that meant. We had no idea you changed your **** with the carrier directly.

  When crossing state lines there is a delivery window that all carriers abide by.  A load of Household Goods traveling 2700 miles has a standard delivery window of 7-21 Business days (Maximum 30 business days) starting on the First Available Delivery Date (****) which in this case was the 19th of June. We are working with the carrier to try and get some sort of schedule as to when the items can be shipped out. Today is the 3rd business day from your first available delivery day. 

  To address a couple of your other concerns. Indeed Storage and Moving is not a contractor of Brightside Moving Group. It is a completely separate entity that you entered a new agreement with when you signed your Bill of Lading. The final Estimate provided to you by Brightside Moving Group totaled $8,999.20 and the final cost was $9,975.00. You said you've been dealing with this for over a month but you requested storage for a month.

  I wish there was more we could do to push the carrier to deliver faster, but the month of requested storage just ended and the delivery window has just begun. We wil provide you with all updates as we receive them.
  

  
  

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21887507
  
  I am rejecting this response because:I tried calling indeed moving every day for 3 weeks so my not contacting anyone was incorrect. I also emailed them daily.  The only contact I had after the furniture was picked up was from the original driver an Indeed employee. Also I never requested storage for a month.  Originally the storage for a few days as the closing date was earlier. I only spoke to indeed about a date change. Brightside never responded.  I also emailed staff at Brightside and again no response.  Lastly Indeed increased the price when they picked up the items from storage.  *********** Moving who packed the items and stored for me for a year indicated that the amount of storage was no more than 6000 at the high point. Indeed Moving increased the amount and I disagreed with them  . The one time i spoke with them to change the date I told the women that I was not happy with the bill and needed to speak to someone.  She said someone would call and did not.  The problem is you made promises and did not inform correctly regarding this move.  It took 40 DAYS to receive my item with and increase in price that I never agreed too.  I receive my items on the 27th.  The amount i paid plus $75 for them walking on stairs is ridiculous and inappropriate.  You basically doubled my price which i see is a normal practice of yours and contracted an inept moving company.  I expect some compensation for the delay, the inability to contact anyone, the inability for staff to assist and the inappropriate doubling of cost. The stress it has taken on me was and is significant and physically I am disabled and had to sleep on an airbed for almost two weeks. I am currently in severe discomfort due to that as well. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/03/2024

  I apologize if the communication with the carrier was inefficient or delayed. Any time you have called Brightside during business hours we have spoken with you and worked to get any and all issues resolved. 

  Based on being delivered on the 27th of June and your first available delivery date was the 19th, that would be 6 business days. For a 2700 mile move, this is far better than any normal expectation. 

  I understand your move cost more than expected but the final estimate we provided you was for $8999 and your final cost was $9975.This is less than an 11% increase on a large move going 2700 miles. 

  All of that being said customer service is a top priority here at Brightside Moving Group. We are working to improve our processes and your feedback is an important part of that. 
  We are willing to offer a 10% refund of the payments made to Brightside Moving Group. The monies collected by Brightside Moving Group totaled: $4,710.00. 

  Total refund amount: $471 
   If this is acceptable please respond to this complaint as satisfied and contact **************** to initiate the credit.
  

  
  

  Customer Answer

  Date: 07/03/2024

   
  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:06/17/2024

  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.

  1.**Misrepresentation of Services**Brightside Moving LLC operates as a broker, a fact they failed to disclose initially. They misled me into believing that they would be handling my move from start to finish, which was an outright lie.2. **Inaccurate Quotes and Non-Refundable Deposits**I was given an initial quote of $3,500, which was said to be accurate. They requested a non-refundable deposit based on this quote. As the moving date approached, I received a "more accurate quote," which doubled the price. This new quote was also followed by a demand for another deposit. Despite providing a detailed inventory of my items via FaceTime, they assured me the new quote was 100% accurate and might even be less.3. **Unprofessional and Intimidating Subcontractor**: On the moving day, a completely different company showed up, one that was very unprofessional and intimidating. The owner of this subcontractor threatened to leave all my belongings in the garage if I did not comply with their demands.4. **Lack of Support from Brightside Moving LLC**: After signing the subcontractors paperwork, Brightside Moving LLC completely abandoned any responsibility. They refused to assist me further, stating that it was out of their hands, and all the promises made to me were ignored.5. **Exorbitant Final Cost**: The final cost of my move escalated to $10,480, a far cry from the initial $3,500 quote. This significant increase was both unexpected and financially burdensome.Brightside Moving LLC took advantage of my vulnerable situation and displayed a complete lack of integrity and professionalism. Their deceptive practices and lack of accountability have caused me considerable stress and financial strain.I am seeking the following resolutions:- A formal investigation into the business practices of Brightside Moving LLC.- A corrective action to prevent other consumers from experiencing similar issues.I appreciate your attention to this matter Sincerely,*********************

  Customer Answer

  Date: 06/17/2024

  This is the final moving cost from the moving company that came to my address on moving day.

  Customer Answer

  Date: 06/17/2024

  This is the final moving cost from the moving company that came to my address on moving day.

  Business Response

  Date: 06/19/2024

  I hope this message finds you well, and I sincerely apologize for any dissatisfaction you have experienced with our services. We take all customer feedback seriously and are committed to addressing your concerns.

  First and foremost, our company, Brightside Moving Group, is indeed a moving brokerage, as clearly stated on all our documents, paperwork, and websites. We have never claimed to be a carrier, freight broker, or freight forwarder. Our transparency in this regard is paramount, and we make every effort to ensure that our customers are aware of the nature of our services.
  

  As your liaison, we are with you every step of the way in the move as needed. The last time we received a single call from you was the day of pickup. We wish we had spoken to you to be able to alleviate or handle some of the concerns that youve outlined. 

  Our estimate was generated based on the inventory list supplied to your Logistics Coordinator. However, upon pickup, the carrier assessed the estimate according to the actual space required for transporting your belongings. It is important to note, as outlined in our contract, that any additional space, packing materials, or services beyond the initial estimate will incur extra costs. The estimate functions as a valuable initial reference point, but the actual charge is determined by the space utilized on the moving truck. Loading and packing a moving truck demands a significant amount of time, effort, and expertise to ensure the safe and secure transportation of all your items. All estimates are based on cubic volume, not on article volume. 

  Every FMCSA Authorized Carrier we work with must be fully Licensed, Bonded and Insured. We consider reviews and complaints but heavily depend on our Customer's Personal Experience with Carriers. The carrier you used for the move was Bison Relocation and is not a sub-contractor of Brightside Moving Group, but a completely separate entity. When you stated the deposit was nonrefundable which was correct at that point but the deposits are refundable. Estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 3-day window immediately after the Bill of Lading is signed subject to 49 CFR 375.505(h). The Bill of Lading is a new agreement between you and the carrier Bison Relocation. 

  The monies collected by Brightside Moving Group totaled: $2,378.00. We will be able to offer you a 15% refund of $356.70. If we could offer more we would. If this is acceptable please respond to this complaint as satisfied and contact **************** to initiate the credit. 
  

  
  

  Customer Answer

  Date: 06/24/2024

   
  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 am writing in response to the recent communication regarding my complaint against Brightside Moving Company. While I appreciate their offer of a 15% refund, I want to express that this gesture does not fully compensate for the financial and emotional distress my family and I have experienced.

  The estimate provided by Brightside Moving was represented as 100% accurate and suggested that the actual cost on moving day might even be lower. Contrary to these assurances, the final cost doubled, which is both unexpected and unacceptable. Such discrepancies undermine consumer trust and highlight a need for greater transparency in their practices.

  While I will accept the 15% refund as a partial resolution, I strongly urge the Better Business Bureau to consider the broader implications of this case. Brightside Moving's reliance on fine print to justify significant cost increases is a concerning practice that can mislead and financially burden consumers. I hope this situation prompts a thorough review of their business practices to prevent other customers from facing similar issues. Thank you for your attention to this matter.

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

• Initial Complaint

  Date:06/17/2024

  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.

  Upon receiving an email in regards to living quotes I called RedLines. This ended up being Bright Side Movers unbeknownst to me. A man who called himself *** talked the moving company up saying comparing them to all the horrible stories out there saying they were the complete opposite of and by booking with them I would be avoiding all the nightmares. He even told me he would be a direct contact through the whole move. He lied. Blatantly. My move was sold off to two different companies. Stuff was not taken directly on the road like "***" said it would be. It was put on storage for almost three weeks. My stiff was combined with other people's. When it did show up it was stuffed with other people's in between a tiny uhaul trailer and a a penske truck. Who knows what bugs etc that could've been mixed in. My daughters 5 month old ******** was crammed in half and will not take its original form. We are missing items. This move was everything *** promised it would not be. This company operates out of deceit *** needs closed down. The two guys who actually delivered... they didn't even look old enough to be driving a Uhaul. One was wearing flips flops and the other asked for heart medication. Told me the reason the loads are sold off from company to company is so it's harder for a client t to *** or be reimbursed and commiserated on what a scam the moving company is.

  Business Response

  Date: 06/17/2024

  I hope this message finds you well, and I sincerely apologize for any dissatisfaction you have experienced with our services. We take all customer feedback seriously and are committed to addressing your concerns.

  First and foremost, I want to clarify that our company, Brightside Moving Group, is indeed a moving brokerage, as clearly stated on all our documents, paperwork, and websites. We have never claimed to be a carrier, freight broker, or freight forwarder. Our transparency in this regard is paramount, and we make every effort to ensure that our customers are aware of the nature of our services. I can assure you youre move was not sold off to two different companies. We created the estimate for you based on the  specific carrier's tariff. You signed the Bill of Lading for your carrier Azimuth on the same day as completing the estimate with Brightside Moving group. 

  Delivery time frames can vary depending on many factors. Interstate moving is governed by the department of transportation and all of our carriers must abide by the guidelines set forth by such. There is a maximum of 30 days a carrier has to deliver the items to the shipper before a cost penalty is incurred by the carrier. Of course it is in the best interest for all parties to have the items delivered as soon as possible after the First available delivery date. It seems your items were delivered in approximately 18 days. That would be 16 days from your FADD. We understand your frustration with the longer than expected delivery time frame but there is a lot that goes into the logistics of interstate moving that can have the time frames vary. These delivery windows are outlined in the estimate we provided you. It seems you may have assumed it would be direct delivery as the topic never came up. We will be addressing all of our staff to ensure they cover delivery time frames in depth to avoid this issue moving forward. They are trained to do so but it seems it was not covered in this instance. 

  If there are missing or damaged items we will be more than happy to assist you in the claims process.
  

  
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21859835
  
  I am rejecting this response because:

  It sounds all well and good the way you word your response but that was not what I was led to believe.  The agreement with ****** was not signed till the day they showed up to pack my stuff.  The ******************* with Bright Side truly made me believe everything was going to be handled by Bright Side.  This move was handled under deceit from beginning to end.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/18/2024

  In this contract it states my belongings would be moved in a 18 ******* or 26 foot straight truck. Not jammed into a small uhaul trailer.

  Business Response

  Date: 06/19/2024

  We are truly sorry your Moving Experience with the Carrier has been less than satisfactory. Every FMCSA Authorized Carrier we work with must be fully Licensed, Bonded and Insured. We consider reviews and complaints but heavily depend on our Customer's Personal Experience with Carriers. Brightside takes responsibility for ensuring that the moving companies we work with are reputable and handle customers' belongings with care. We will investigate this matter further. 

  If there are missing or damaged items we will be more than happy to assist you in the claims process. 

  The payment made to Brightside was $775 so the funds for compensation on our side are limited. We are willing to offer a 15% refund of the monies paid to us directly. 

  Please contact **************** to initiate the credit being sent.
  

  
  

• Initial Complaint

  Date:06/11/2024

  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 has been terrible over the last month. First and foremost, this move has been nothing short of a nightmare for us. First of all, *******, the customer service rep, has not resolved a single issue we have had. She continues to say how sorry she is/that she will call me back, however she has not reached back out to me. Instead, I constantly have to call Brightside. The movers they used, Azimuth group, violated numerous clauses on our BOL, and Brightside has not helped resolve any issues.As per our contract, it states that "if the Carrier wishes to service the shipment it must either (1) pickup and transport only the specific items and amount of cu.ft. itemized on this estimate without servicing/transporting the additional items of property. Or (2) Carrier and shipper may execute a New Binding Estimate, in accordance with 49 CFR 375.403(a)(6)(ii) PRIOR TO LOADING OR OTHERWISE BEGINNING THE ***** The new binding estimate was NOT given to us PRIOR to loading the job. Instead, it was given as the moving van was loaded. It ended up being hundreds of dollars more than our Binding Estimate, and the movers packed things we had not asked for. They did NOT do a walk through of the house, which I specifically mentioned to ******* (and he ignored), and in a result they packed important paperwork and medication that were meant to go in a separate vehicle. Weeks later, our stuff got delivered, however many items, including an heirloom bookshelf, were damaged. Now, they are quoting us at $0.60 per pound of damaged goods, however per our contract, we had Full Value Protection up to $25,620.00. Option 2 of this section highlights a waiver that was to waive the *** we wanted, and we did NOT sign this or waive our rights to Full (Replacement) Value Protection. We had to get rid of the heirloom shelf (worth well over $1k), and they are offering $48 for ALL damaged items. Like I said, it has been a nightmare and some compensation is needed.

  Business Response

  Date: 06/12/2024

  I hope this message finds you well, and I sincerely apologize for any dissatisfaction you have experienced with our services. We take all customer feedback seriously and are committed to addressing your concerns.

  We deeply regret that your heirloom bookshelf sustained damage during the move. Every move facilitated by Brightside Moving Groups carriers includes standard cargo protection, which offers coverage at a rate of $0.60 per pound, up to a maximum of $10,000. These rates are in line with industry standards and are fully explained in the estimate that you have signed. If a customer desires more comprehensive insurance that provides complete replacement value coverage, they are more than welcome to opt for it. Many of our customers choose to secure additional ********************** insurance for added peace of mind during the relocation process. The estimate completed between yourself and Brightside did not include the optional coverage for full value protection. This coverage comes at an additional cost. 
  
  We will be contacting the carrier to confirm if loading began before a revised estimate was provided. If this is the case we will be taking corrective actions against the carrier immediately. 
  
  While we are a brokerage, and therefore not directly responsible for transporting goods, we work with reputable carriers to ensure the safe and secure transportation of your belongings. We will work with you to submit your claim request to the carrier for damages.

  We would also like to offer you a refund of 10% of the payments made to Brightside. This would be a credit of $204.86 to help with the damage sustained to your shelving unit. 

  Please reach out to **************** to initiate this refund. 
  Warmest Regards 
  

  
  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21833532
  
  I am rejecting this response because: $204.86 is not 10% of the amount we paid to Brightside. 10% would be $300.65 (total $3006.54) given that we had to pay an extra amount prior to the truck coming in. I also spoke with ******* about ******* trying to charge us post loading the van on the day it happened. We can provide time stamped calls to show when this all occurred as well. She ensured me she would speak with *******, the Manager of *******, who was incredibly rude and did not resolve anything. He explicitly said we could either pay the extra $1k or he could tell his men to unpack the moving truck, when they already arrived late and did not speak English. For the time and money that we have had to spend to fix all mistakes of this move, we believe 20% would be a more fair amount which would be $450.98.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 06/12/2024

  Sorry, math error on my part. 20% would be $601.31

  Business Response

  Date: 06/17/2024

  
  The payments made to Brightside totaled $2,048.64. While we are a brokerage, and therefore not directly responsible for damaged items we will raise our offer to a 15% refund of all payments made to Brightside Moving Group. This would be a total of $307.30. If this is acceptable please respond to this as resolved and reach out to **************** to initiate this refund.

  Customer Answer

  Date: 06/19/2024

   
  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:06/10/2024

  Type:Delivery 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 paid Brightside Moving Group to move my familys belongings to our new home in **************. I scheduled the movers to arrive on 6/5 or 6/6 to pick up our items and the delivery was supposed to be on the 7th. I paid them $3500 for the pickup and delivery with included reassembly of our bead and other furniture.They showed up a day late and I had to push back my closing date until the following week. They then wanted to charge me an additional $1400 to hold my items until Monday, with an additional $700 per day. This situation is their fault and because of them I have had to pay for a hotel stay, a storage unit, and additional days on my personal U-Haul truck. And I will still have to pay another moving company to deliver our items to the house. I did not receive what I paid for, and I want my money back.

  Business Response

  Date: 06/11/2024

  I hope this message finds you well, and I sincerely apologize for any dissatisfaction you have experienced with our services. We take all customer feedback seriously and are committed to addressing your concerns.

  First Id like to apologize for the carrier coming a day later than the estimated window. We do our best along with our carriers to make the two day pick up window. 

  From my understanding the owner of the carrier All In Moving called you and explained the pick up would be a day later. On that call you expressed that it was ok to be picked up the following day. You also requested direct delivery. This was a 314 mile move. The carrier explained your items would be delivered on the next day. 

  On the day of pick up you explained you were unable to close and you asked if the carrier could delay delivery. They explained they could not do that without charging something substantial as it would leave them out of work for days on such a short move. This delay in delivery request came on the day of pick up without notice from you. You agreed to have the delivery the following day. On the following day you said you were unable to receive the items. The options were to pay more for it to sit on a moving truck for days or your items could be put into storage. You choose storage which is understandable.

  I understand your frustration. Buying a house can come with its own set of hurdles but I do not understand when you say it is our fault that you could not accept delivery because the closing on the house got pushed back until the following week. It is unfortunate that the closing got pushed back but it was a completely separate issue from the movers arriving a day late. The job has been completed.

  The carrier provided a $100 discount for the late pick up. 
   We would like to offer an additional $100.
  Please contact us at customer service and we will be happy to mail you a check.
  

  
  

• Initial Complaint

  Date:06/02/2024

  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.

  April 16 Original price $******* deposit paid $1604.00 April 25 $500 extra added to deposit April 28th From movers Hello this is ******* with azimuth group I talked to my team and was informed you have reached the ** you have on your contract it will be extra if you want the rest of the items shipped. Theyre estimating the extra items are taking up a minimum of 500 cf April 29th ******* text i just reviewed the contract you still have a balance due at pick up of $778 once that is paid payment at delivery will be $3578. I can email you over this contract with the inventory list Originally when I paid the moving company, they said it was very simple. I paid a deposit then I pay when they pick up then I pay when they deliver. Original price was around ******* then it became ******* and then I was told I would be emailed over the last receipt and suspiciously They never sent me the email. having me pay in cash or Zelle, no liability of my money I was told they underestimated even though theyre only supposed to quote the things listed, I called and everything is recorded stating that I would like to take some things off the list dressers and a queen size bed specific and they told me dont worry Were not gonna send you a new email, you can tell the driver telling the driver he went through and loaded things that were not on the list before putting what was on the list specifically mostly what was on the list outside of the truck till the end my two kids beds, knowing that I would need to put those on and if they werent going to unpack the truck on purpose to manipulate me to pay the rest of the money. Telling me the price is only 9k for the total amount if I want the rest of my stuff so they never told me how much more just the total which is not the total I paid I paid $11,156. And still had to leave half of my house, including a paddleboard which was listed dressers, which I originally paid for so how they didnt come if that was the rest of my stuff!

  Business Response

  Date: 06/10/2024

  I hope this message finds you well, and I sincerely apologize for any dissatisfaction you have experienced with our services. We take all customer feedback seriously and are committed to addressing your concerns.
  It seems you were picked up on the 28th of April. The last call we received from you was 7:30 am CO time which was much earlier than the time of pick up. This was outside of business hours and we never got to speak with you. This is the first time we are hearing about any sort of problem with your move whatsoever. We would have been working with you to make this right long ago but we have not received a single call, email or text.. One of our functions as a broker is to be the liaison between yourself and the carrier and make sure to speak on your behalf as you are not familiar with the intricacies of the industry. If there was a discrepancy onsite we should have been notified right away to find out where the problems arose. 
  We are tremendously sorry your Moving Experience with the Carrier has been less than satisfactory. Every FMCSA Authorized Carrier we work with must be fully Licensed, Bonded and Insured. We consider reviews and complaints but heavily depend on our Customer's Personal Experience with Carriers. Azimuth is listed on multiple of our positive BBB reviews and we do not normally have any issues with them.
  
  Our initial estimate is based on the information you provided, including household inventory and specific moving requirements. During pickup, the estimate may be adjusted to reflect the actual space required for your items. Additional space, packing materials, or services incur extra charges as per our contract. The estimate serves as a preliminary guide, but the final cost depends on the space used on the truck. We are nto on site and I can not speak to what was loaded that was nto on the list but if the items that were not to be moved should have been made clear to the ******* on site. We are very sorry for any confusion. Loading and packing a moving truck is a complex task that demands time, energy, and expertise to ensure the safety of your belongings. I can only assume the order in which the items were loaded was based on the safest and most efficient way to load the truck.
  
  
  Based on your final bill of Lading with ******* the total cost of your move was $9,260 based on 1500 CF, over twice as much volume as estimated based on the final list of items you provided us. Your final Estimate with Brightside was $5328 based on 720 CF. I'm not sure where the disputed amount of $11,156 came from but please call in and let us know if there were additional charges over the Bill of lading which is not OK. 
  
  
   We would like to extend you the courtesy of a 25% refund of the deposit made to Brightside Moving Group for our services. 
  
  
  Settlement offer: $526
  Please contact our customer service Department right away to initiate this refund.
  
  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21792998
  
  I am rejecting this response because: I was never explained how much square footage on the original call with *************************** all that was asked of me was how many bedrooms I had in the home at the end of the move I was told that everything needed to be on the documents for what was coming and what was not coming I tried to verify and call and they said to forget about it and just let the mover know because anentire bedroom was removed from the moving, not on documentation, but from my words, I said I did not want to bring the queen size bed two dressers the headboard instead, adding not a few but a good amount of boxes im not gonna lie but we also took off my paddleboard, which he tried to charge me an extra hundred dollars for when it was already estimated on the original. Paperwork which I have brought forth to my lawyer  I explained to them as well that the most important things that were supposed to be brought where my kids beds and those were the last things put on the truck after they told me that they werent going to bring them, and I already hit my square footage, so I told them that they had to still put the bed on there. I needed it for my kids Who are only two and five years old I told them if that was the case that I wouldve taken my bed off even though it was packed earlier on in the truck, but both my bed and their bed was on the estimation quote

  what was put on the estimation quote didnt come, but they are trying to tell me that were already over sq  even though I took an entire bedroom off  I left a lot of my things and my kids things  and was charged ******** which I can now see because I was sent a receipt over the Better Business Bureau, but not when I paid 

  I was also never explained that you were a broker and that it was going to transfer from your company to another company Or the fact that they showed up to my house with U-Haul when I couldve rented a U-Haul to move my stuff and then threatened me that theyre going to move it to a warehouse instead of driving it until I pay a security deposit, even though I paid them upon them coming and loading my stuff up I was threatened that it was brought to warehouse and to pay or it wasnt being drove to *******

  youre saying that you have no messages phone calls did call. I have record of that. I kept record of all of my messages and emails.If you have no phone calls and no text messages then how did you guys continue to ask me for more money throughout the entire process? As a settlement, I would like 50% of the 9260
  because I understand you need the other 50% to pay your workers and for the move. But other than that, I feel very screwed over on my move for how much of my stuff I had to leave there how I was spoken to I feel manipulated or I can continue with my lawyers to bring this to court 

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

  Business Response

  Date: 06/12/2024

  Hi Kiera,
  
  First and foremost, I want to clarify that our company, Brightside Moving Group, is indeed a moving brokerage, as clearly stated on all our documents, paperwork, and websites. We have never claimed to be a carrier, freight broker, or freight forwarder. Our transparency in this regard is paramount, and we make every effort to ensure that our customers are aware of the nature of our services.

  The text messages you are referring to and have included in the attachments of this complaint are with the carrier directly. That was Azimuth Group **** Again we are Brightside Moving Group, the moving broker you hired. We have not received a single text, call, or email form you since before the day of pick-up. This is the first interaction we have had since before your pick up day. 

  On your quality assurance call you revised the inventory list and that is why the estimate increased in price. It would seem you understood that the price was determined by what items you wished to move and how much space they take up on the truck. Our pricing is transparent and based on CF. When moving across state lines the only way an estimate or pricing can be done is by either CF or weight. We utilize CF (Cubic Footage).

  Again if there was a large discrepancy on the day of pick up we wish we would have known about it on that day to try and work it out amicably between yourself and the carrier. The carrier is not a sub contractor of Brightside or anything of that nature. It is a completely separate entity. Once you completed the Bill of Lading with the carrier you have entered into a new agreement with them directly that supersedes any estimate provided to you by Brightside Moving Group. The items to be moved, the space it took, and the cost of the move was agreed on between you and the carrier directly. We can not adjust the cost of what you agreed on with the carrier. 

  The money you paid to Brightside Moving Group totals $2,104. Our offer remains the same at a 25% refund of the deposit totaling $526.
  

  
  

• Initial Complaint

  Date:06/02/2024

  Type:Customer Service 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 got a quote for our move on Thursday. Then they called me on Sunday and tried to increase the price by $3,000 for basically no reason. I explained room by room what we were moving and they claimed they needed to add more space and some other nonsense and the quote went from $7k to $10k for very minor discrepancies. I immediately complained and he said he would keep the price the same. I lost all faith as they tried to bait and switch me and seemed very scammy. I have called and emailed them to cancel but have not heard back. They already billed me over $3k.

  Business Response

  Date: 06/03/2024

  Hi ****. We are sorry to hear you have been unhappy with your experience so far. The deposit you placed has been refunded as of today. I've attached a receipt of that refund. 

  
  Seems like you've left a very unfair depiction of what happened. During the quality assurance call you had on Sunday you added over 350CF of space and a small amount of packing. We always call to confirm if there has been any changes to the inventory before pick up. Small changes are normal but this was a large discrepancy. We do this to try and avoid any large changes on the day of pickup. We called you inside of your cancellation window and provided you with what your move was expected to cost based on the new list of items your provided. Why would we do that if we were trying to do something less than reputable?

  
  Either way we have issued the full refund of your deposit and we are truly sorry for any inconvenience. If you could please confirm this complaint has been satisfied with the refund it would be appreciated. We wish you the best with the move and your new home.
  

  
  

• Initial Complaint

  Date:06/01/2024

  Type:Delivery 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 am writing to file a complaint against Brightside Moving for their deceptive practices and poor service during my recent cross-country move.On 4/4/24, I was quoted $2845 by Brightside for my move. I was told the move would take 7-10 days and paid a $1350 deposit, with the remaining balance due half at pickup and half at delivery. I was never informed that Brightside was a broker or that I was waiving my right to a survey of my items.I contacted Brightside 3 times to confirm truck size due to a narrow residential street. I was assured they would handle any necessary permits. Four days before the move, Brightside increased the estimated cost by $1600, forcing me to pay an additional $671 deposit. They also changed the delivery estimate to 7-21 days and assigned my move to Express Moving Service, a poorly rated company.Day of the move, a 26' truck arrived, which couldnt fit on my street. 5 men showed up instead of 3, and demanded an additional $1300, citing "long carry" and stair fees. After negotiating, they reduced it to $700. Contrary to what I was told, 80% of remaining balance was due at pickup.On arrival at my destination on 5/6, I had no contact regarding delivery. My items remained on the East Coast for over a week. Brightside then told me the contract allowed a 30-day delivery window. After multiple follow-**** I was finally told the delivery would occur between May 19-22.On 5/24, the driver claimed a flat tire delayed delivery and failed to communicate properly. The delivery eventually occurred on 5/25, the driver demanding cash payment on arrival. Many items were damaged due to poor packing, including broken dishes and significant damage to my dining room table.Brightside Movings practices are deceptive and unprofessional, causing stress, additional costs, delays, and damage to my belongings. I request the BBB to investigate and take appropriate action against Brightside Moving to prevent others from experiencing similar issues.

  Business Response

  Date: 06/07/2024

  I hope this message finds you well, and I sincerely apologize for any dissatisfaction you have experienced with our services. We take all customer feedback seriously and are committed to addressing your concerns.

  Your estimate is based on CF which is estimated by our system and the list of items you provided to us. On your original booking call you provided us with a list of 11 items and 32 pieces. On the secondary quality assurance call you provided a new list including 20 items and 53 pieces. We did not change your price or the list of items. You chose to do this. As far as the $700 increase in cost assessed by the carrier: The estimate functions as a valuable initial reference point, but the actual charge is determined by the space utilized on the moving truck. Your final estimate with us was based on 481 CF while the final BOL completed between yourself and ************** Services was 650 CF. It seems the carrier did provide you with a substantial discount, as you mentioned. 

  The carrier delivered the items within the standard delivery window going over 2800 miles. 
  The size of your street does not change the type of truck the mover needs to perform the service. Your move required a little less than half of a 26ft box truck. Because of the size of the street the movers needed to assess a long carry fee. The carrier also waived this fee. 

  We deeply regret that your mirror frame was damaged. It seems you also had about 8 singular glass dishes break and a small chip to a table during the 2800 mile trip. Every move facilitated by one of Brightside Moving Groups carrier network includes standard cargo protection, which offers coverage at a rate of $0.60 per pound, up to a maximum of $10,000. These rates are in line with industry standards and are fully explained in the estimate that you have signed. We will be happy to help you initiate a claim for these items. 
  
  First and foremost, I want to clarify that our company, Brightside Moving Group is indeed a moving brokerage, as clearly stated on all our documents, paperwork, and websites. We have never claimed to be a carrier, freight broker, or freight forwarder. Our transparency in this regard is paramount, and we make every effort to ensure that our customers are aware of the nature of our services. 

  In regards to your settlement request of a refund we are very confused by this. We have received the notification of your charging back on your CC / Debit Card. The funds were taken out of our account. As this move was completed and our services rendered we will be seeking to recoup this money. You will be receiving a demand letter via email and through the ***** If we fail to receive the payment within 30 days of that notice we will pursue further legal action. 
  

  
  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21789467
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/10/2024

  I understand the delivery took longer than expected. Normally the delivery would faster than the 28 days you experienced. There is a lot that goes into moving 2800 and that is why the standard window outlined by the *** is 30 days. 

  I did not attempt to minimize the damage. I apologize if that's how it was taken. We will be happy to provide you with the necessary information to make a damage claim directly with the carrier.

  Your BBB complaint has a request for a settlement as a refund. I don't know how we can satisfy the settlement request as you have already received the funds. You disputed the charge with your banking institution stating merchandise/ services not received. This is clearly false as services were rendered. Being unhappy with the services and requesting compensation is completely different than making a fraudulent claim to your banking institution / credit card company.

  I would normally be much more empathetic and or willing to work with you and come to an agreeable solution, but at this point we must collect the payment for the services you received in full.  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21789467
  
  I am rejecting this response because:
  
  To Whom it May ******************** understand that a lot goes into a move of 2800 miles, which is why I thought I was hiring a professional moving service to handle the logistics competently and reduce my stress during this relocation. Unfortunately, your service provided neither competent handling nor peace of mind. After three weeks without delivery, I was genuinely worried my items wouldnt arrive at all. If your sales representative had truthfully informed me of the *** moving estimate of ******************************************* with a 7-10 day delivery window, this situation could have been avoided.
  

  Nor have I made a fraudulent claim to my credit card companies. I provided them with the same documents I sent to the Better Business Bureau, outlining your manipulative sales tactics, failure to deliver within the agreed timeline, as well as the substandard professionalism and quality of the move, contrary to the services that were agreed upon at the time of deposit.
  

  I seek no further refund from Brightside other than your agreement not to contest my credit card dispute for your substandard services. This resolution will cover the damages to my items caused by your contractors and help offset the substantial living expenses I incurred while waiting a month for my belongings to arrive.
  

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

• Initial Complaint

  Date:05/30/2024

  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.

  5/27 they came to get my stuff. They then changed the price to be 2.5 times the estimate. When they took my stuff and I disputed the amount of space I actually used, no one would give me a direct answer. *********************** up on me multiple times and was rude. They told me I needed to work it out with the 3rd party they hired to hold my items hostage. Sure I can get my items, for $3000 cash and I have to pick it up in ********** when Im moving in 2 days to **************.

  Business Response

  Date: 06/07/2024

  Hi Jordan, 

  Sorry for all of the trouble. From my understanding everything has been worked out and you are on your way to **. You charged back on your CC even though we immediately refunded you. You never paid the movers at pick up so they were requesting some sort of compensation for having you get picked up and them expending cost and time.

  The carrier then agreed to waive all costs even though they loaded you and picked everything up at a cost you agreed to and you were welcome to pick your items up. I'm assuming after having a day to think about it it seemed best just to work with the carrier that picked up up and move forward with everything. The carrier reimbursed us for the deposit part of the move. 

   I'm not sure where the major problem arised but it seems most of this could have been avoided with communication. You mentioned you were un happy with *******. We will be reviewing the calls and if she dropped the ball she will be handled accordingly.

  There's no settlement offer as this has already been resolved amicably. Sorry for any frustration you experienced during this move.

  Customer Answer

  Date: 06/07/2024

   
  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.
  
  

   HOWEVER, I did a charge back AFTER  being hung up on and then screening my calls. I tried to be proactive and contact you guys, however *********************** up on me, placed me on hold which then disconnected, then someone else answered after I called back again, and placed me on hold right away/ the charge back was done only after you wouldnt respond to me. Sure enough it got you to respond the next day by calling me and telling me bro I could literally dispute this dispute by ******. It has finally been handled after I was refunded and dealt with the other mover. 
  

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

• Initial Complaint

  Date:05/27/2024

  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 was searching online for a moving company and this one I felt was over charging me when move was complete. I did make a down payment for $2,990 and I decided to cancel and find someone cheaper. When I requested my money back they mentioned you signed a contract. I did have so many days to cancel and I did it immediately. They said they would have to send me a check? Only problem I am moving from my current address. It was taken from my checking and that's where I want this deposited or I will file a claim.

  Business Response

  Date: 05/28/2024

  Hi ****, 

  Very sorry to hear you are unhappy about the refund process but there is nothing we can do to instantly put the money back into the account. When reserving the move you put down a deposit using an electronic check. It is the same thing as a drafted paper check. The only way we can refund your money is with a paper check. We've explained when you called to cancel that your deposit was 100% refundable but we have to wait until the funds clear on our side and then we will mail you a check wherever you would like. We completely understand you need the money and we want nothing more than to get it to you but there's nothing more we can do. I know you are having trouble providing us an address where you would like the check mailed but we need it within 2 days so we do not delay the refund. You're refund check can be mailed out on the the 30th of May as that is one week from the transaction and when the funds have fully cleared on our side.