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:04/29/2024

  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.

  I hired Brightside to move a storage unit from Clealake Ca to ******* Ia on 4/22/26 for $2300. The night before pickup, they called to tell me they "underbid and underestmated the load" and would need to charge me more (aprox ******* in total since it would need to be 3 loads "if I really wanted my items"). I had paid a deposit and they refuse to reimburse me (that deposit was a bank draft). My husband and son left for Ca immediately and had to miss a week of work to drive out to Ca to get the load since it was time sensitive. I also had to open a new bank account since they have access to my account.All correspondance is in saved text messages.

  Business Response

  Date: 04/30/2024

  We understand your concerns and would like to address them.

  Our initial estimate is based on the information you provided, including household inventory and specific moving requirements. 
  
  On your quality assurance call when the representative asked to confirm the inventory list with him it seems you denied giving an estimated count of plastic bins. From the notes it seems you told him it didn't matter what you are bringing and the cost shouldn't change based on how much you are bringing. We apologize for any confusion but the estimate is clearly based on cubic footage. The cost of all interstate moves are based on either cubic footage or weight. It was explained you could use the original estimate and price would not change but it would only be for the space included on the original estimate. You choose not to honor your original estimate and cancel services. 
  
  Very top of your estimate it states
  This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not specifically listed on this estimate. This document is an estimate only and not a contract for moving services; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, in accordance with 49 CFR 375.403(a)(6)(ii) a new estimate must be executed prior to any services being performed.
  
  Our cancellation policy, as clearly stated on both the payment authorization form and the signed estimate, is as follows: I agree to Brightside Moving Group`s cancellation policy as well which reads, 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 ****** is signed subject to 49 CFR 375.505(h). An estimate/order may not be canceled and deposits are not refundable outside the three day window, or after the mover has begun the physical moving services, including but not limited to: packing, loading, storage, transportation to and from the pick-up or delivery address, etc

  
  Your payment to Brightside Moving Group is a broker fee for the assignment of an authorized motor carrier that is ready and willing to accept the relocation of your household goods. It is not a part of the actual transportation of goods. Three days after the Bill of ****** services are considered rendered. 
  We understand things change and would like to try and make this right. We will give you our best and final offer upfront. A refund of a 50% refund as costs were incurred on our side. 

  
  Settlement offer: $425.50

  Attached:

  Signed Estimate, Signed Payment Auth Form, Signed Bill of ******

  
  

  Customer Answer

  Date: 05/01/2024

  -On the original contract, it clearly states a 12x12 storage and with totes only and 1 tool box. There were no household goods, only totes.

  -Brightside called me less than 24 hours prior to pick up and stated they do not have enough room on the truck and they "underestimated and underbid the job". They also stated it would take probably 3 loads and I would be charged extra for it. Manipulative tactics used such as "well, I am sure you really want your items don't you, I can send you an estimate of the extra charges".

  -The owner promised a full refund because they could not move the load as agreed. Just a foot note: he called me "confused, did not believe there was only totes, my brother and son were probably lying to me regarding the size of the storage and asked for a picture (I am 2000 miles away from it)". The owner became upset when I called him unprofessional. Also, when I messaged and called multiple times with no response, the rep answered, without asking my name or any other identifying info and stated "yeah, you ain't getting your money back". 

  -As for the last bill of lading, it was not signed. They sent it as a pdf file that could not be converted to a doc file and I emailed them that info without any response.

  -regardless, they are the ones that could not fill the demand of the request. I am not the one who underbid and underestimated the load. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21643375
  
  I am rejecting this response because:

  -On the original contract, it clearly states a 12x12 storage and with totes only and 1 tool box. There were no household goods, only totes.

  -Brightside called me less than 24 hours prior to pick up and stated they do not have enough room on the truck and they "underestimated and underbid the job". They also stated it would take probably 3 loads and I would be charged extra for it. Manipulative tactics used such as "well, I am sure you really want your items don't you, I can send you an estimate of the extra charges".

  -The owner promised a full refund because they could not move the load as agreed. Just a foot note: he called me "confused, did not believe there was only totes, my brother and son were probably lying to me regarding the size of the storage and asked for a picture (I am 2000 miles away from it)". The owner became upset when I called him unprofessional. Also, when I messaged and called multiple times with no response, the rep answered, without asking my name or any other identifying info and stated "yeah, you ain't getting your money back". 

  -As for the last bill of lading, it was not signed. They sent it as a pdf file that could not be converted to a doc file and I emailed them that info without any response.

  -regardless, they are the ones that could not fill the demand of the request. I am not the one who underbid and underestimated the load.
  

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

  Business Response

  Date: 05/04/2024

  I'd like to address all of your concerns but I find it difficult to do because none of what you said seems correct. 

  Estimate does not include anything about a 12x12 unit. The inventory list only consisted of 58 plastic bins and 1 rolling tool box. See Estimate attached.

  We never stated we underestimated or underbid the job. We called to confirm the inventory and see if anything had changed and when this large discrepancy took place. 

  You stated it didn't matter how much stuff you had and the price is the price.

  You stated that you told the representative two weeks ago that it was a 12x12 storage unit. We had only spoken to you and reserved the move 4 days prior to that call. 

  You also said you were being called by and spoke to a bunch of other companies while getting quotes. It seems you may have told this to someone about the storage unit being 75% full, but not our representative.

  The Bill of Lading was signed. See attached.

  As far as the policy goes you would not be entitled to a refund. We incurred costs due to this reservation and cancellation. We are trying to be fair by offering the partial refund. 

  Our offer remains the same: $425.50
  50% of the deposit being refunded 
  

  
  

  Customer Answer

  Date: 05/09/2024

  Need to know how I can submit proof of 33 text messages,18 phone calls and several emails from Brightside in the 2 week period we had arranged for the storage to be picked up.

  As for their response, how do we proceed? Their version is much different than mine and I am the one that arranged everything, spoke to each one of their representatives, paid the deposit, emailed and messaged every time they contacted me. The very last phone call was on speaker phone (so my husband could hear the convesation because I was nearly in tears) when they stated "they underbid and underestimated the load", "they would be more than happy to send me an estimate of additional charges", "they would have to leave aproximately 2/3 of my belongings in the storage", "it's up to me if I wanted to pay more if I really wanted my stuff", "my brother and son were probably lying about the actual contents". These are manipulation tactics by a business who already received money to proceed with a planned move. Their call in message states "calls are recorded", so please submit all of the calls so they can be verified. I am confident in what my complaint is in regards to and the details. 

  My story did not change with any of the representatives. I needed a 12x12 storage moved (I will confess I had stated a 16x10 storage at first, then I called to verify the size) and my son had pictures of the storage 3/4 full which I had also stated but did not realize he had pictures until after the last conversation with Brightside. When we traveled out to ********** to get the load ourselves on emergency travel, I took a picture of the load and it was not even a total of 58 totes (maybe 30 as I have them in the garage) and a rolling tool box.

  They did not call to verify the load the evening before, they called to state they "underbid and underestimated the load and it would cost more". Again, please submit the phone call recordings for proof of conversation. 

  As for the contracts being signed...I agreed and signed the first one (which entailed totes and a tool box in a 12x12 storage to be moved from ********** to **** for $2300.00), was asked to sign others but the pdf file could not to converted to a doc file (I have the email regarding this that I never received a response on). The contract only requires a typed name as a signature. So, if there is a second contract, it is a falsified signature and the first contract was not upheld due to their mistake and I should not have to be paying for their mistake.

• Initial Complaint

  Date:04/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15, 2024 I called Brightside for a move estimate from ** to **. I told the sales person **** my budget and let him know I was trying to get a few different estimates together so I could compared and decide. I told him a list of my items and he gave me a price in my budget. He sweetend the deal by adding a discount to put in a deposit ($949) right away without waiting for the other companies to give me something to compare. The price was good and so of course why would I wait? Later On April 25, 2024 another Brightside employee ***** called to confirm my transport list with me. I took off a couple of items and added other small/regular sized items that would never have taken up double the amount of space, as the original estimate. I knew the estimate would go up a little but ***** proceeded to tell me that my estimate went from $2300 to over $5000. I did not double the size of my move. So why the $2700 increase. There are two reason why; **** the Brightside employee knowingly gave me a shallow estimate in the beginning. To keep the cost low, he purposely did not ask qualifying questions that would properly determine the volume and size of what was being shipped. After I paid the deposit and the 3 day cancel window had passed, ***** reclassified most of the items from small to large and/or broke up items into separate pieces of furniture. Example- 1 item, Queen *** with mattress, turned into 4 pieces of furniture ( headboard, footboard, mattress and frame). Example- **** listed my desk as a computer desk, ***** changed it to a Double desk. Example -**** listed my bench as small, and ***** changed the size to large, with no additional information or dimensions. These changes are not the same price. This is a classic bait and switch and the company will not return my deposit.

  Business Response

  Date: 04/26/2024

  *********************************,
  
  You were already refunded your entire deposit yesterday. You know this as we reached out to you and texted you many times to tell you this. 
  
  See attached for the refund receipt which was issued yesterday. You received an email with this refund receipt as well. 
  
  We  apologize for the issues you encountered during your recent experience with our moving services. We understand your concerns and would like to address them.
  Our initial estimate is based on the information you provided, including household inventory and specific moving requirements. You stated in your complaint you removed some items and added a couple more and knew the price would increase because you knew you added items that you did not provide us at the time of booking. To say you only added a couple items is inaccurate to say the least.
  
  Initial inventory list: 16 items & 26 pieces
  Final Inventory list: 25 items & 45 pieces
  
  This is not a small change even with the 3 items additional with the bed pieces broken down. The bed pieces itemized separately only added 15 CF but your final list added over 340 CF to the original estimate. 
  
  We tried to work with you and tell you we would do it at cost on our side and get this move done at $3,900 which you choose to deny. This is understandable. ***** explained the cancellation policy which makes clear you were not entitled to a refund but he would work on it.
  
  We are very reasonable here and understand things change and that's why in this situation we refunded you your total deposit yesterday. 
  
  Your statement that we did not refund you is completely false. We refunded you in full and you were aware of this. It may take a day or two to post to your account as all refunds do but it was sent yesterday.
  
  See attached. 
  
  Refund Receipt on 4/25
  CC Auth form Including Cancellation Policy
  
  

  Customer Answer

  Date: 04/26/2024

  They agreed to refund me yesterday evening, only AFTER telling me earlier they would NOT refund me. And AFTER my complaint to the BBB. I am waiting for the refund to clear my account and then I will agree that this has been settled.

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21627312
  
  I am rejecting this response because:

  They agreed to refund me yesterday evening, only AFTER telling me earlier they would NOT refund me. And AFTER my complaint to the BBB. I am waiting for the refund to clear my account and then I will agree that this has been settled.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/29/2024

  Ok so I have to respond to this because it is the way BBB works. 

  Your refund should post to your account very shortly. Every institution is a little different as far as how long it takes.

  After the money clears please just respond as settled or complaint satisfied. 

  Thank you!

  We apologize for any inconvenience. We wish you all the best. 

   

• Initial Complaint

  Date:04/24/2024

  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.

  This company seemed professional and presented themselves as a small-locally owned company, they worked with my sister over the phone, going through her belongings picture by picture and she was quoted about $4k total. They also told her over the phone that the items she did not want moved to ********** (2 extra bedroom sets) could be disassembled and moved down the stairs so she could donate them to Habitat for Humanity. She asked me to come supervise the movers, I took the day off work and made the trip to *********. When the movers arrived (which they said they would arrive at 1030, but didnt show up until noon), they asked me to show them through the house so they could total up the exact cost of the move, they also immediately told me that anything not going to ********** they would not touchaka they would not disassemble or move the extra bedroom sets down the stairs. After totalling up the remaining furniture that was going to be moved, they said the finally cost would be almost 7kabout double what she was quoted, and they tried to justify this by explaining to me that she had forgot to mention a sofa and armchair that were upstairs and a few rugs and peices of hanging art. They also tried to mansplain to me that the packing materials and empty space between chairs and such had to be accounted forwhich that should be accounted for anyway in the original quote. They also tacked on several additional fees, including a fee for stairs (which they already knew this was a 2-story home when she was quoted) and a fee for a long-distance move (again, they already knew before showing up that this stuff was being moved to CA) I immediately called my sister and told her about the additional costs. She tried to cancel. Then, I had multiple different managers calling, texting and emailing me to circumvent her to try to get me to not cancel the move. Eventually, they let her cancel, but told her she would lose her approx. $1600 deposit.

  Business Response

  Date: 04/24/2024

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

  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 the 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. 
  
  From our understanding your sister provided the list of items being moved while not onsite and went by memory. Accurate inventory is vital in providing proper estimates. Based on the pictures sent to us while the carrier was on site there were many missing items including a big couch, dressers, armoire, an additional large flat screen TV, a sofa  chair, multiple bins, chairs, sideboard, night stands, rugs, multiple misc. loose items in the attic that needed to be boxed, and artwork that needed to be crated as well.
  
  All that being said, we understand the situation and a proper inventory was hard to provide while your sister was not on site. We are willing to offer a partial refund of 20% of the deposit to resolve this amicable.
  
  
  Settlement offer: $331.27
  

  
  

• Initial Complaint

  Date:04/18/2024

  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.

  On April 1st I called Brightside moving and talked to ****** about need a mover to help us move from *************** Lakeland, ** to *************, ********, ******** I told him we have 400 boxes from large to small, 3 dressers, 3 cabinet, 2 roll top desk, 1 dining table and a couch fold up use as a bed. After we sent lot of pictures of what we have, ****** gave us the amount is $5430, I agreed with that amount, ****** said his mover team will come out on ***** to load, but they need a deposit of $1834 up front then $1684 before load and $1684 when unlead. On Saturday the 13rd mover come out after they walk thru, one of the man name *** told us he have to charge extra for those large boxes and for some furniture, up to $2000, we told *** we can't pay more, with the price we agreed on is a lot already, *** said he can't do that, I asked him to call his office to find out why, he said he will call when he go back to his hotel. An hour later I called he said nothing is change so I told him to cancel the job and asked how long to get our deposit back. He don't know, after hung up with ***, I called penske and rent a 26f truck to move ourselves, lucky they have one the so we payed them, because our lease is up soon. The next day *** come back and offer to do the job with the amount we agreed on, I told him it's too late we're already rent a truck, he keep try for us to change but we can't. On Monday I called Brightside to asked for refund my deposit, I talked to ******* and explained what going on the why we have to cancel the service, she told me will call me back. When she called back she said because we cancel, I told her again about the extra charge, and she said but they came back to offer take the job with same amount that we agreed on. I told ******* they aback ne t day after I already got the rental truck. Now they refused to refund the deposit, can you help us solve this problem. Thank you

  Business Response

  Date: 04/22/2024

  Hi ****** / ******,
  I understand your side of things and I am sorry it has come to this point. As a broker we provide estimates based on a list of items provided to us by you. Based on that list our software provides an estimate and price based on Cubic Footage. The estimate you were provided totaled $5,243.60 based on 955 Cubic Foot. 

  
  One major part of the story you left out is the quality assurance call that took place on 4/10. On this call  you provided one of our representatives ***** a revised list of items where he explained by adding items and space your cost would increase. He estimated an additional 200 CF. You chose to stick with the original estimate and told us you would utilize the initial list and estimated volume and not go over that. You then signed a document with the title ***************** Acknowledgement that we have attached to this response. 

  
  Excerpt from this signed doc:
   I, ******************/******************, acknowledge that I will be utilizing only the estimated volume based off my original estimate. I affirm that I understand my estimate and my responsibilities as the customer. As the estimate states:
  "VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ITEMIZED ON THIS ESTIMATE: The mover may provide you with a new binding estimate at a higher rate.
  
  From our understanding, on the day of the move when the carrier did an onsite revision he explained the same thing that we did. To bring everything, including all the items you choose to leave off the estimate, that more space was needed and the cost would increase. He said he would speak with someone higher up to see if they could work out a solution. You never called in to us, Brightside Moving Group, to explain what was going on. If you did, we could have had this resolved within an hour. We utilize this carrier for a minimum of 75 jobs per month and they always work with us and our mutual customers to find a solution. Out of consideration for our relationship the carrier told you that they take the entire load at the estimated cost even though there was a lot more space needed. You denied this. Once you called us on the 15th to request a refund we offered to dispatch a new carrier that would also honor the estimated cost even with the increased space. You denied this as well. 

  
  To recap. When you added items, we offered a revised estimate that you denied and signed an acknowledgement of this. The carrier offered to take additional items at no additional cost. Brightside offered to dispatch a new carrier that would do the same. We feel that the carrier and ourselves have done everything we could to accommodate. We try to do right by out clients and wish we could have solved this in real time with a simple phone call, but we never received that phone call from you while the onsite revision was being completed. That being said we have to protect ourselves as well and our broker services were rendered. We will not be able to offer you a full refund.

  
  Settlement offer:     15% of the $1834.00 deposit          Totaling $275.10

  Please Call customer service to accept this as a resolution. 

  
  Attached:
  Signed Estimate
  Signed ACH Auth form
  Signed Bill of Lading 
  Signed ***************** Acknowledgement
  

  
  

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21579400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

  We didn't add anything  but we did took out most of the furnitures for sample: we took out women long dresser, men stand up dresser, dining table& chairs and a roll top desk. We try to asked your mover *** to reconsider but he's still said NO, after he left we called him at his hotel an hr later his answer still NO. Our lease up so we have to called rental truck to move ourselves.  Next day *** came and want to move with the original price, but we're already got the truck so we have no choice but denied his offer. We just ask for our deposit back, I did called customer service and talked to ******...she refused to help. 

  Business Response

  Date: 04/24/2024

  We completely understand your side of things but we have to protect ourselves as well and many costs were incurred. It's regrettable we could not get this worked out on the day of.

  Per our agreed upon policy the deposit is non-refundable, but would like to work with you on this.

  We would be willing to offer a refund 20% of the deposit. $366.80.

  If this is not acceptable, I understand but we will no be open to going any higher in regards to a refund amount.

  Please call in to customer service to initiate the refund process. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21579400
  
  I am rejecting this response because:
  When we agreed to rent the mover ****** as for deposit in advance but he's never once say anything about non refundable of the deposit, and as far of charge for anything your people did, there is none except the mover teams came out to see what we got. They came on evening of Saturday the 13rd of April. They came back on the 14th was because they change their mind want to do the job. But we already told them will cancel after they refused to do, that your own decision to came not our. We put $1834 for deposit, it's a lot of money your people want to keep for doing nothing, do you think that's fair for us peoples that can't be able to do for themselves,  we both disabled that's why we need help. Thanks
  Sincerely,
  
  ******************

• Initial Complaint

  Date:04/09/2024

  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.

  Briteside moving Group was the broker involved in my move. For starters, they changed the price on me from when I provided my initial deposit. Then lied to me about the company that would be actually doing the move, the space I was allotted and time frame of the job.I was guaranteed $4071 was the final price. When the movers actually showed up, I owed them an additional $3,000 plus I was told I had a 26ft truck to myself. Also not true. Briteside, overcharged me. Didn't allow enough space in the truck for my belongings leading to a total of just over$9,000 spent. Pick up date was scheduled 3/27/24. Movers showed up 5 hours late, needing even more money. Couldn't finish the job, had to restart next morning. Again, 3 hours late and my stuff wouldn't fit all in the "square footage" I was restricted to. Leading to yet MORE money forfeited. Pick up drivers Didn't expedite Move as instructed. Delivery was supposed to be 4/1/24. It's 4/5/24 and nobody knows where my belongings are! When I call customer service, they are very unhelpful and unconcerned about the situation. I have medication desperately needed on that *********** have no idea when it will arrive. Also, the Pick up drivers were so slow and didn't care about damaging my items. They got my couch stuck in the doorway and forcefully pushed it through. More than likely its severely damaged. I'm complaining and the false information I was given, the unprofessionalism of Briteside and the 2 movers. One walked off and went to sleep in the truck?!! I would first and foremost like my items that should've been here 4 days ago. Then would like some sort of compensation for all this headache, overcharging and being lied too. Please, please help me!!

  Business Response

  Date: 04/10/2024

  We are sorry to hear that you are so dissatisfied with your experience. Ill try to address as much as I can clearly as many things you stated are incorrect. 

  
  --You were never told you would have a full truck. All estimates are based on cubic footage. 
  --You were never guaranteed a final price. We provide estimates based on the information you provide us. 
  --We did not change your price from the time of booking your move. The rate stayed the same but you added items and 63% more estimated space than during your original estimate. The list of items you provided went from 22 items & 53 pieces to 34 items & 94 pieces. Small Changes are normal but you added on over 40 items.
  --You were not supposed to be delivered on 4/1. That was the **** or first available delivery date you provided to the drivers. That is when the window for delivery begins which is outlined in the agreement as 2-12 business days for any job moving 1000-1500 miles. ** of right now it has been 7 business days from the ****. There is a maximum of 30 business days for delivery before a credit for each day additional will need to be assessed. We will be contacting you shortly with a delivery ETA.
  --We did not lie to you about who would be performing your actual move. You signed the preliminary Bill of Lading for M A P Moving and *********** to perform your move on 2/6 at 5:09 pm, 58 minutes after you signed the original estimate with Brightside Moving Group. 
  --Carrier was not supposed to expedite your delivery. Expedited delivery costs $1 per mile.
  --Medications are not supposed to go on the truck. We sent you two separate emails outlining this.
  

  Our estimates are clear in that the price is based on cubic footage and if additional space or additional services are needed it will come at an additional cost. Your estimate was for 1001CF at $8700.42. The final Bill of Lading accounted for 1244 CF. Total FInal cost was $9,925.12. That would be a difference of $1,224.70. 

  
  We apologize that the Carriers were 5 hours late. They are on the road and delays do happen. 

  
  I apologize if the previous part of my response felt cold as that is not my intention. It is just a matter of fact. We take pride in providing our clients the best service possible as a broker and are only trying to set the record straight. 

  
  That being said, we would like to resolve this amicably. We are open to refunding you %50 of the difference between the final estimate and the total cost. Discrepancy being $1,224.70 would leave our offer at $612.35. Please call into customer service to initiate the refund and satisfy this complaint. 

  
  Attached: Final Estimate, Final Bill of Lading, Preliminary Bill of Lading accepting the carrier to service the move. 
  

  
  

  Customer Answer

  Date: 04/11/2024

  Delivery finally made 4/7/24. Missing 6 totes, stolen items from totes. $3,000 cash, white and gold Fossil watch, heirloom jewelry, all kitchen items, shoes. Items had been repackaged with things that they shouldn't have been with. Found kitchen spatula with bedroom items. Found bathroom rug with garage items. My medicine that I needed was opened and put in a random box not in the tote that I packed them in. I have filed a police report and a claim with Map Moving and Storage. It's been 2 days and I've heard nothing. If items are not located and replaced, I will move forward with theft charges. Briteside moving and Map moving and Storage are responsible for all this and need to respond and compensate for their employees lack of abilities to abide by the rules of the company and the law.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21537868
  
  I am rejecting this response because:
  $612 doesn't even come close to covering the cost for everything I've endured. The stress of this has put me in the hospital with heart failure!! I'm missing totes, my personal items and you just want to wipe me away with $600. Well, I'll continue with my theft charges and lawsuit. You are an absolute nightmare of a company. I have text messages proving the dollar amounts from ***************. I have voice-mails from him as well. So yes, I was given false information just to sign the deal. Refund 50% of the total cost and I'll leave this alone. 

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

  Business Response

  Date: 04/12/2024

  ****************, our first response was before I received your claim of missing items and only addressed the adjustment in overall services and cost. 

  
  We are extremely saddened to hear you believe you are missing six totes that had a lot of cash in them for some reason. We are currently working with the carrier to cross reference the inventory lists at pick up and delivery to see if we can find any discrepancies. If the totes are missing they will be working diligently to locate and return them.

  
  We send quality assurance emails explaining that cash, jewelry, and medications should never be packed or put on the truck. I've attached this email to our response. We've spoken with the local authorities and are cooperating in this matter. The carrier is also cooperating with the authorities and have made themselves completely available for anything they need. Per the officer, the claim of missing items, especially the cash cannot be substantiated at this point.

  
  We are here to assist you in any way we can. Any claims of damage or loss will need to be made directly with the carrier. We will be happy to assist you through the process. 

  We take all complaints very seriously and pride ourselves in doing right by our clients. When we make mistakes we own up to them. Even when one of our carriers makes a mistake we bend over backwards to compensate our clients accordingly. That is not the case here and we will not be extorted for money by unsubstantiated claims of an excessive amount of missing cash packed into a moving truck going 1500 miles.

   

  
  

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21537868
  
  I am rejecting this response because:

  Nobody is trying to extort anyone! These items were NOT supposed to be on the truck! You know nothing about the situation!! The driver started putting stickers on my items as I was still packing. I TOLD him I was still packing, he said no problem. I turned around and my totes are gone. He said they were already inventoried and he couldn't remove them from the list. I have witness. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/23/2024

  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.

  So far my long distance move experience with this company has been awful. The sales agent that originally booked my move (****) made promises he wasnt allowed to make and wasnt able to deliver on, and the service they contracted for us has been terrible. They showed up 6 hours late and then stayed until 1230am. My fianc was there alone and they wouldnt let her leave until she signed a document that increased our total move cost by over 30%. They stated we needed to pay more because we lived on the second floor and our totes were larger than they thought. I was clear about living on the second floor, and clear about the size of these totes during the estimate process. Ive tried to get Brightside to resolve this, and they either say too bad for you, you signed the document, or they say theyll get back to you and then they go home for the weekend. I wish they would do the right thing, but I think I should abandon hope for that at this point.

  Customer Answer

  Date: 03/23/2024

  The original estimate I signed is no longer accessible. They have removed my access prematurely so I can no longer see the terms and conditions or original manifest. The original estimate that I signed was for $4,999. They are now trying to charge a total of $6,656. Original job estimate is *******. Thank you,

  Customer Answer

  Date: 03/28/2024

  Hello,

  please close this complaint and **** it resolved. Own of the owners of Brightside reached out to me earlier this week and fixed the situation to my satisfaction. I consider my issues resolved at this time and do not wish to pursue any further action or complaint.

  Thank you for your time,

  Business Response

  Date: 03/30/2024

  Hi ****.

  Very sorry to hear about your experience so far. Increases in overall cost do occur when additional space or services are needed. 

  The price increase of about $1600 that you experienced is not normal but can occur. We do our best to find solutions in real time but it seems one of our staff members dropped the ball when you called in and expressed your concerns. For that I am deeply sorry. This should have been resolved easily before you felt the need to make a formal complaint. Mistakes happen but its not ok when a clients concerns fail through the cracks over a whole weekend.

  We have spoken outside of this forum and found agreeable terms which included a partial refund of $928 bringing the overall increase in cost to about $700. I've attached a copy of the final BOL and the refund receipt. 

  We appreciate your business and working with us to resolve this matter. We wish you and your fianc the best in your new home.

   

• Initial Complaint

  Date:02/07/2024

  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 recently got a job in *******, **. I moved from *************************************************************** to *********************************************************************. I trusted and paid Brightside Moving Company to transfer all of my belongings to my new apartment here in ********. There was a verbal agreement that once I received my apartment number it would be delivered directly here to me. The day of delivery was set for 2/7/2024. They called me this morning, a day before I'm expecting my belongings, saying they could not deliver everything that I own to me anymore without me purchasing an additional shuttle with money I do not have. it was explained to me that there was nothing they could do and that I would have to drive 6 hours ********* to ****** to pick up my belongings if I couldn't pay the fee which was never verbally agreed upon or explained to me. I explained to ******, a customer service rep; **************************** his supervisor, and a supervisor above him who was a woman, that I spent all my money on my move out here and in trusting them with my business to safely bring my belongings across the country to me. They didn't seem to care and I feel swindled and everything I own is in jeopardy of never getting to me. Please help. i wish I never gave them my money and just want my belongings delivered.

  Business Response

  Date: 02/22/2024

  Hi ******. I'm very sorry to ear about you are unhappy with your experience. If there was anything that made you feel we did not care about your situation I apologize and that  is the furthest from the truth. As a broker we are a liaison between you and the carrier assigned to work out the best possible solution when changes arise. We try our best to deal with any issues in real time. I see here your original estimate was for a total of $2,260.01. The total cost of the move with small adjustments for additional packing material needed a was for $2,523.98. That would be an additional $263.88 for extra space and packing material. The shuttle fee requested by the carrier was $648.00. This would be a discrepancy of $911.88 between total amount need to complete the job and the original quoted amount. I see your complaint is about the shuttle fee but the requested dispute amount is $1635.99. If there is something I am missing on how you got to the $1,635.99 please advise. We would like to come to an amicable solution and are willing to compensate up to $300 out of the $911 that was additionally incurred. Our deposit / broker fee from you was a total of only $748.00 so our $300 would be 40% of everything we collected. All other money was collected directly to the carrier who serviced the job East West Moving INC. 

  I understand your complaint but would like to also add perspective. You were picked up on the 29th of January and going just about 2000 miles. Standard delivery time frame for that mileage is 7-14 business days. You did not pay for premium guaranteed service or expedited delivery yet the carrier still accommodated the specified delivery of 2/7/24. At the top of your estimate it cover accessorial fees including shuttle fees if an 18 ******* can not access your location. You're new address is in ******* / a mountain region. The carrier was still able to deliver your items in the mountains but it had to come in a smaller truck which came at an additional cost. I've attached your estimate and two snips from the binding agreement that covers this. It is unfortunate it needed to be added but it was necessary to transport your belonging safely which is our and our carriers top priority. 

  Again as a solution we are willing to offer $300 out of our $748 broker fee. Please call our customer service department if you'd like to start the refund process. We appreciate your business and look forward to finding a solution.