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:08/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Brightside as a moving company to move my household items from *********** to ********** . In the process of this contract I changed the pick up dates of my items. I never did recieve a new contracted with the updated pick up dates. My friend called them to discuss how long it would take for them to get to my house in ******* TX as her mother was going to be taking off work to be there to let them into the house. Not once did the say they had to get my permission to discuss my account with her. I knew she was calling to talk to the moving company but find it sketchy that they woild so willingly discuss my info with somebody JUST because that person new my phone number ect. Theyvtold my friend that they would call three days before hand to confirm the items and square yards that would be getting moved. They called on August 23rd late in the evening, soblatebthat when we called back they was already closed for the day. We had changed our moving day backing the end of June beginning of July to July *****th. We tried to get a hold of someone July 24th to no avail. Finally got a hold b of someone on the 25th and they had the moving dates down as 29th-31st of July. We got all that straightened out *** they picked up my stuff July 26th. Now the problem I am having is that I was asked when I wanted everything delivered and I said Aug 8th yet my stuff has yet to be delivered. Last week on Aug 6th I was told my items were being put on the kovkngntruck and would be headed out first thing on Aug 7th and I woold be provided the drivers name and phone number. Now, I cannot get a holdnl of anybody. Inhave requested deliver updates, I have requested a copybof the paperwork I signed on the on the 26th whe mybl items were picked up. I have since talked to a few people to no avail. I have not received an updated copy of the copy of the contract nor DO I KNOW WHERE MY ITEMS are and how much the remaining balance I have left due. There are more details but not enough room.

  Business Response

  Date: 08/22/2025

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration and uncertainty you experienced during your move.

  Your shipment was delivered within two days of this complaint being filed, and since then we have been in direct communication with you to work toward an amicable resolution. At this time, we are scheduled to speak again on Monday to finalize a solution that addresses your concerns. Because the BBB platform requires a timely response, we are submitting this update before the resolution process is fully complete.=

  We truly appreciate your willingness to work with us as we finalize this matter. Delivery of your household goods took place within 12 business days of your First Available Delivery Date (FADD), which is within the standard timeframes outlined in the estimate.

  We kindly ask that you allow our scheduled conversation to take place before responding further to the BBB, and once a final resolution is reached, we would greatly appreciate you marking this complaint as resolved.

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23750643
  
  I am rejecting this response because: they have misleading practices and are bordering on extortion. Their wording on their paperwork and over the phone is they charge you for an ESTIMATE on the space that you will use. If you do not use that much space they refuse to refund the money for the space that you did not use. Second, I was told that they were going to give me $300 as a GOOD FAITH gesture. All I had to do was sign an e-document and the money would be returned to my credit card by end of business day. Throughout the whole conversation he constantly brought up myself marking the BBB complaint as resolved. I was assured the money would be returned by end of business. I was even told that he would contact the financial department as soon as we hung up to process the return. That is why I signed the e-document. Then I receive a text the next day with a reminder to mark my complaint as resolved THEN they would process the GOOD FAITH refund to my credit card. I DO NOT consider this matter as resolved. I will consider this matter resolved when my money is refunded for the space I did not use which is 255 cubic feet. The driver stated that the truck was completely full which mean that space that I paid for that I did not use was used for another customer so I basically paid for another customers items to be moved as that space was SUPPOSED to be reserved for my items. I only used 800 cubic feet of space. 
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 09/08/2025

  We apologize for any confusion. As you acknowledged, we made a resolution offer as part of addressing this BBB complaint, and our goal has always been to reach a fair resolution so both parties can move forward.

  After reviewing all documents, we confirmed that the estimate accurately reflected the space used. A standard moving truck typically holds between ********** cubic feet. The suggestion that only 800 cubic feet were used is not supported by the paperwork. The estimated space of ***** cubic feet was utilized and matches the documentation.

  The original complaint concerned delivery, which was completed before we even received notice of this complaint and mentioned nothing about an excess of estimated CF. We have processed and issued the agreed upon refund as part of the resolution. We have done this in good faith despite you rejecting our offer on this platform. The refund receipt is attached. We have upheld our side of the resolution, and we respectfully ask that you now mark this complaint as resolved.

• Initial Complaint

  Date:08/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute the charges and raise serious concerns about the handling of my recent move.The original estimate I received from **** ***** was $3,694. I explicitly asked whether that amount would cover the entire move, and he assured me, verbatim: "I am a man of my word, yes...that is everything." Based on this representation, I proceeded with the order.However, when the driver arrived to pick up my belongings from storage, the price was unexpectedly increased to $6,000. I immediately objected, stating that I had not agreed to such a drastic change and that my belongings were not even worth that amount. Despite my protest, the driver insisted on the new price and only loaded half of my items onto the truck, leaving the rest behind in the storage ******* that point, I requested to cancel the order, but the driver refused to return my items, and the crewwho spoke no Englishwas unable to assist or communicate further.This experience has revealed multiple hidden fees and deceptive practices that were never disclosed in the original estimate. I made repeated attempts to contact **** ***** and the company through calls and texts following the incident, but my messages were completely ignored.I am requesting one of the following resolutions: - The remainder of my items be moved as originally agreed at the quoted price of $3,694; or - A full refund of my payment, as the service provided was incomplete and misrepresented.I consider the entire process to be fraudulent and exploitative, and I urge immediate attention to this matter before pursuing formal complaints with the relevant authorities and consumer protection agencies.

  Business Response

  Date: 08/13/2025

  We apologize for any frustration you have experienced and remain committed to addressing your concerns. Based on our records, this matter has already been resolved. Brightside issued you a refund of $462.50 after you expressed your intent to dispute the charge, and the carrier additionally reduced your delivery balance by $1,000 to help resolve your concerns, despite all services being provided. You expressed you were satisfied with the carriers concession to resolve the matter. 

  The primary reason for the difference between your original estimate and the final charges was the actual size of the storage unit. During both the initial booking call and your quality assurance review, you indicated the unit was 10x10. However, when the carrier arrived on-site, it was determined that the storage unit was significantly larger than 10x10, which increased the required space and cost.
  

  
  

• Initial Complaint

  Date:08/08/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing a formal complaint against Brightside Moving Group, LLC *************************************** regarding our recent interstate household move from ******, UT to *********, ** Job #M2136642 This move involved multiple violations of our signed binding estimate, coercive practices, and property damage/loss, summarized below:Binding Estimate Ignored We received a binding estimate dated April 17, 2025, for $10,000 to transport approximately ***** CF of household goods This estimate included all fees and services -packing, wrapping, disassembly/reassembly, and transport Coercive and Excessive Charges On Jul 9, movers demanded $18,100 for ***** cubic feet without any re-measurement or proper ************ wife, alone at the residence, was pressured to sign inflated documents under threat that the truck would be unloaded into the driveway if she refused.This behavior constitutes coercion and bad-faith business practices.False Representations Movers assured us that discrepancies would be corrected at delivery Upon delivery, we personally measured only 691 CF, far less than the ***** CF in the original estimate and the ***** CF for which we were billed Despite documentation and photos, Brightside charged the full $18,100.Items were mishandled, including a bed, desks, glassware Movers packed household items we never intended to move, including a wet dishwasher, a full trash can, and our junk drawer containing keys, mail, and notebooks Military memorabilia, collectibles, and a currency collection were lost during the move Unauthorized bulk fees were added despite prior disclosure of all items We can provide supporting documentation The original binding estimate Copies of the revised invoices and coerced signatures Photos and measurements of the delivered shipment Video evidence of the cash payment Requested Action by BBB:We request Brightside Refund the overcharges and adjust the bill to the binding estimate based on 1000 CF

  Customer Answer

  Date: 08/12/2025

  Following the filing of our original complaint, Brightside Moving Group contacted us by phone to obtain more information. After deliberation with upper management, they offered a concession of $550 against the disputed overcharge of $8,100.
  During this call:
  We requested to speak directly with a manager; this request was denied, with the representative stating that management was too busy due to numerous other claims.
  The carrier/movers Brightside sent to our home made us feel unsafe in our own residence during the pickup. This added to the coercive pressure to sign inflated documents under threat of unloading our household goods into the driveway.
  This continued refusal to meaningfully address the substantial overcharge combined with deceptive and coercive conduct further supports our position that Brightside engaged in bad-faith business practices.
  Given the minimal offer relative to the documented overcharge, we are now escalating this matter to other oversight agencies, including the ********************************* (*****), the ******************************************************, and other relevant authorities.
  We continue to request that Brightside honor the binding estimate dated April 17, 2025, based on the documented shipment volume of approximately ***** CF, and refund the overcharge accordingly.

  Business Response

  Date: 08/13/2025

  The estimate provided to both you and the carrier prior to service was $15,770. We have been in direct contact with you since receiving this complaint in an effort to work toward an amicable resolution, and our offer remains available.

  We understand your frustration and want to assure you that we strive to provide the most accurate estimate possible. However, the final charges are determined by the carrier. In this case, you were presented withand agreed toa revised estimate reflecting the increased scope of work before any items were loaded.

  Outside of the cost adjustment, the services provided by your carrier were completed smoothly and without issue. If you would like to reconsider and accept our resolution offer, please respond to this complaint as resolved so we can proceed.

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23708259
  
  I am rejecting this response because:

  Following the filing of our original complaint, Brightside Moving Group contacted us by phone to obtain more information. After deliberation with upper management, they offered a concession of $550 against the disputed overcharge of $8,100.
  During this call:
  We requested to speak directly with a manager; this request was denied, with the representative stating that management was too busy due to numerous other claims.
  The carrier/movers Brightside sent to our home made us feel unsafe in our own residence during the pickup. This added to the coercive pressure to sign inflated documents under threat of unloading our household goods into the driveway.
  This continued refusal to meaningfully address the substantial overcharge combined with deceptive and coercive conduct further supports our position that Brightside engaged in bad-faith business practices.
  Given the minimal offer relative to the documented overcharge, we are now escalating this matter to other oversight agencies, including the ********************************* (*****), the ******************************************************, and other relevant authorities.
  We continue to request that Brightside honor the binding estimate dated April 17, 2025, based on the documented shipment volume of approximately ***** CF, and refund the overcharge accordingly.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/19/2025

  We have made every effort to resolve this matter amicably. At your request, we worked to adjust the total cost so that it matched the final estimate you agreed to, even though all carrier charges had already been validated. When we returned with this resolution, you declined the offer.

  It is important to clarify that Brightside Moving Group is not a party to, nor do we participate in, the carriers charges. Nonetheless, in good faith, we extended this resolution to help bring the matter to a close. That goodwill offer remains available to you.

  If you would like to reconsider and accept our offer, please respond to this complaint as resolved.

  Customer Answer

  Date: 09/11/2025

  The matter has been resolved. We wish to close id#********

• Initial Complaint

  Date:08/06/2025

  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.

  My daughter, ******, contracted Brightside to handle her move from ******, ** to *********, **. She filled out paperwork for pick up on 7/23 and delivery on 7/26. When she contacted them for an arrival time the day before they were to come load the truck, they did not have her scheduled and didn't come until 7/24. They also upcharged her for additional boxes (it was a 1 bedroom apartment) and again for stairs, even though she had previously told them it was on the 2nd floor. After arriving in *********, she contacted them about delivery and they told her it could be 7-10 working days before she would get her things. Today is the 10th day, and she still has not received her belongings and Brightside says they can't do anything to expedite it because they are just a brokerage. She has NO furniture or dishes and has been sleeping on an air mattress. Their lack of concern and accountability is very unprofessional, I am very concerned about the condition of her items as well. Desired settlement is to get her items delivered ASAP and I feel a billing adjustment is appropriate.

  Business Response

  Date: 08/13/2025

  We truly understand how stressful moving can be and sincerely apologize for the delay your daughter is experiencing. While 7/26 was listed as her FADD (First Available Delivery Date), it was not a guaranteed delivery date. At the time of this complaint, only 8 business days had passed since that date. As outlined in the estimate, standard delivery is expected within 110 business days from the ***** with a maximum of 30 days.

  The carrier is working hard to complete her delivery as quickly as possible, with the current *** at 57 days. We know this has been inconvenient, and we want to assure you that Taylors belongings have been stored safely in the carriers facility while awaiting transport. The truck originally assigned to her load required repairs, which unfortunately caused a delay.

  The carrier has confirmed they have spoken directly with ****** to explain the situation and will be providing her with a discount on the delivery payment to help make things right. We appreciate your patience during this process and kindly ask that you consider marking this complaint as resolved so we can close the matter in good faith.

  Customer Answer

  Date: 08/13/2025

  Brightside mentions it was only 8 days from the date of the complaint, but the time starts when they picked up the belongings.  I do not want this marked as "resolved" until the items are received and checked.  

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23710364
  
  I am rejecting this response because:  They finally showed up to deliver her belongings on 8/17 in a 53' 18-*******, a Sunday when their office was closed, then charged her extra because they couldn't get close to the apartment and an "elevator fee" on top of the other price increases the assigned when picking up in *******  They would not unload until she paid their upcharges and since it was Sunday she could not contact anyone at the office who could verify the price adjustment they promised.  In all, this has been a horrible experience and I would advise anyone against using this company since they seem to be in the business of taking advantage of people.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 08/22/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating unexpected charges can feel, and we truly value the opportunity to clarify. Shuttle fees are outlined both in the estimate provided by Brightside and in the Bill of Lading issued by your carrier. For interstate moves, it is standard for deliveries to be completed using a 53-foot trailer. When access to the residence is limited and the trailer cannot safely reach the delivery location, a smaller shuttle vehicle may be required. In those cases, the shuttle fee is considered valid under the terms of the agreement.

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23710364
  
  I am rejecting this response because:  She was promised an adjustment to the cost and did not receive one, only more upcharges.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was originally quoted by Brightside approximately $4,000 for a move of a 3 bedroom, 2 bathroom house from central *********** to southern *****. Two days before our scheduled move, we were asked to do a verbal inventory of our items and were told the price was increased to over $6,000. However, the morning of the move, the contracted moving company, *************, moved our stuff from our house into the street and then said we actually would owe over $14,000. Faced with no other option, we paid the balance in full. Brightside was unable to provide any information about the vast difference in the original quote and final cost. Originally, Brightside also told us our items would take between 5 and 14 business days to deliver based on the distance of our home to the final destination.Once master movers took over, we were told it would take 21 business days to deliver our items. When we asked Brightside about this difference we were told it was because Master Movers had taken our things from *********** to ********** and the extra time was to get from ********** to *****. Once a third party (name unknown) arrived to our home with our stuff, we were told that because the 18-******* could not fit on our road (which is not true) we owed an additional $800 for them to unload. When I called Master Movers to ask about the additional charge I was yelled at and hung up on twice. After agreeing to pay, our items were finally unloaded.The criminally insane cost difference from the original quote to final amount paid has to be illegal. After paying more than $11,000 more than we were quoted, I am determined to get at least some of the cost refunded or have the business held accountable for their wildly inaccurate estimate practices.

  Business Response

  Date: 08/06/2025

  Were very sorry to hear about your experience. We have contacted you directly and were able to come to an amicable resolution. We sincerely apologize for any inconvenience this may have caused and wish you all the best in your new home. Kindly **** this complaint as resolved to help us finalize the matter.

  Customer Answer

  Date: 08/07/2025

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

• Initial Complaint

  Date:08/02/2025

  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.

  In early July I booked a move with Brightside moving. I reviewed line by line with the sales *** every item to be moved AND shared pictures. He quoted me a price and we agreed on a date for pickup. He told me that date would stay unless there was a hurricane or snowstorm. They were to call me 1-2 days prior to confirm items and date/time of pickup. They did not call until late the night before and informed me they were coming a day later than agreed to. I complained vociferously. We reviewed again every item to be moved. When the driver showed up a day late the price had magically doubled even though it was the exact same items we had agreed to and reviewed multiple times. They came a day late, changed their arrival time with 30 minutes notice, and charged double. What a scam. The Brightside *** was just trying to make a sale and did not care that their mover was not going to honor. This broker is a complete scam and dishonest.

  Business Response

  Date: 08/06/2025

  The estimate we provided at the time of booking serves as a valuable starting point but is subject to change if the actual volume, services required, or conditions at pickup differ from what was originally quoted. This is standard industry practice and is disclosed in the documents you received. That said, we understand your frustration if you believe no changes in inventory occurred and the price increased anyway. We take those concerns seriously and have relayed your feedback to the carrier directly.

  Regarding the change in your pickup date: We strive to honor the agreed-upon window, the carriers we work with may need to make adjustments due to logistics and other customers' scheduling. Your pickup included a two day window wiht the first day being the primary and the second day as a back up. You were picked up on the second day of that window./

  Although Brightside was not a part of the final charges assessed by the carrier, and we acted within the bounds of our broker agreement, we would still like to extend a gesture of goodwill. We are offering a 20% refund of the payment collected by Brightside. If you would like to accept this resolution, we kindly ask that you mark this complaint as resolved.

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23691053
  
  I am rejecting this response because: while I appreciate the offer to refund $140, the cost of my move went up by $1500. I worked with you in good faith to develop a detailed estimate of the items to be moved, including reviewing item by item with the Brightside representative at the time of booking (including showing photos of every item to be moved) and again the night before the move. I was told on both occasions that **************************************** room to spare. Imagine my surprise when the carrier shows up and tells me that the move is going to cost double? By this point you have already required me to put down a deposit so I cant back out. It was clearly a bait and switch -  very unethical. Similarly your agent ******* who booked the move told me Brightside committed to picking up the move on the first date agreed to unless there was a hurricane or snowstorm (that is a direct quote). There was no reason given for why this promise by your sales person was not honored - again, a bait and switch, you were just trying to get me to book a move so you could make your commission, but when the movers you contracted wanted to charge me double AND come a day later than agreed, I called your customer service and you were of no help. I spent $500 extra to change my plane ticket and the move was double what you told me repeatedly the cost would be. Extremely unethical. 

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

  Business Response

  Date: 08/13/2025

  Brightside does not participate in or control carrier-assessed charges. After reviewing your shipping documents, we have confirmed that all charges outlined by your carrier were valid per the agreement you entered into with them.

  Brightsides only payment was our broker fee of $798 for arranging and coordinating your move with your selected moving company. That said, in the interest of customer goodwill, we are increasing our previous offer to a $200 refund.

  Please confirm this matter as resolved, and we will issue the refund promptly.

  Customer Answer

  Date: 09/08/2025

  I wanted to wait for my move items to be delivered before responding to this complaint. Brightside moving are scammers. You will see in the attached image from our contract that the fee they quoted was binding unless items or conditions changed. The fee was based on a detailed, item by item review and photos of each item I was moving. Nothing changed between the quote and when the movers picked up the move. The movers are an independent company but clearly a subsidiary of Brightside. The moment the movers arrived magically they told me that instead of the 300 sq ft I had been quoted the size of my move had doubled and the cost nearly doubled as well. The only reason given was that they couldnt stack my stuff because the furniture is too fragile and therefore it will take up more space in the truck. See attached photo at delivery where my items are clearly stacked and within the original 300 sq ft quoted. Since J already had a non-refundable deposit and the movers are onsite, what customer is going to send them home? I called Brightside customer service on the spot but magically they agreed with the moving company since they are corrupt and one and the same. I heard nothing from Brightside for over 14 business days (see attached from contract that quotes 2-14 business days for a move of my length) after pickup. I called on three separate days asking for an *** and on each occasion I was told they would call me back the next day with an update yet I never heard. Finally someone with the phone number of the moving company called saying they were with Brightside and wanted to resolve my complaint with BBB. They basically told me if I wanted to see my stuff before 30 business days I should accept their offer of up to a $500 refund and drop my BBB complaint. I told them I would not resolve my complaint because a) they were threatening and b) I wanted my stuff first. I called a few days later asking for an updated ETA and this same gentleman asked if I would be happy if he expedited my delivery by a 3rd party at the companys cost. I told him I wasnt asking him for anything to be expedited, I was asking how Brightside intended to meet the delivery timeframes in the contract and when to expect my items. I told him it was his decision how he ran his business, I just want my stuff by the timeframe in the contract (by this time 4 business  days ago). He told me to expect my stuff in 3-5 business days. There was no discussion or agreement of extra cost. Magically the delivery driver calls a few days later and I am informed he is arriving in an 18 ******* that cant get up my driveway and I will need to, of course, pay extra for delivery. This is despite clear discussion at pickup that my stuff would arrive in a 24 ft truck that would fit up my driveway. Brightside scammed me at every step - I ended up paying double what was quoted in the contract and they delivered several business days after promised. I am sure this is part of their business model - underbid and then magically tack on extra fees (nearly $2000) at every step once you have signed a contract and paid a deposit. Totally unethical, scammers. 

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23691053
  
  I am rejecting this response because:I wanted to wait for my move items to be delivered before responding to this complaint. Brightside moving are scammers. You will see in the attached image from our contract that the fee they quoted was binding unless items or conditions changed. The fee was based on a detailed, item by item review and photos of each item I was moving. Nothing changed between the quote and when the movers picked up the move. The movers are an independent company but clearly a subsidiary of Brightside. The moment the movers arrived magically they told me that instead of the 300 sq ft I had been quoted the size of my move had doubled and the cost nearly doubled as well. The only reason given was that they couldnt stack my stuff because the furniture is too fragile and therefore it will take up more space in the truck. See attached photo at delivery where my items are clearly stacked and within the original 300 sq ft quoted. Since J already had a non-refundable deposit and the movers are onsite, what customer is going to send them home? I called Brightside customer service on the spot but magically they agreed with the moving company since they are corrupt and one and the same. I heard nothing from Brightside for over 14 business days (see attached from contract that quotes 2-14 business days for a move of my length) after pickup. I called on three separate days asking for an *** and on each occasion I was told they would call me back the next day with an update yet I never heard. Finally someone with the phone number of the moving company called saying they were with Brightside and wanted to resolve my complaint with BBB. They basically told me if I wanted to see my stuff before 30 business days I should accept their offer of up to a $500 refund and drop my BBB complaint. I told them I would not resolve my complaint because a) they were threatening and b) I wanted my stuff first. I called a few days later asking for an updated ETA and this same gentleman asked if I would be happy if he expedited my delivery by a 3rd party at the companys cost. I told him I wasnt asking him for anything to be expedited, I was asking how Brightside intended to meet the delivery timeframes in the contract and when to expect my items. I told him it was his decision how he ran his business, I just want my stuff by the timeframe in the contract (by this time 4 business  days ago). He told me to expect my stuff in 3-5 business days. There was no discussion or agreement of extra cost. Magically the delivery driver calls a few days later and I am informed he is arriving in an 18 ******* that cant get up my driveway and I will need to, of course, pay extra for delivery. This is despite clear discussion at pickup that my stuff would arrive in a 24 ft truck that would fit up my driveway. Brightside scammed me at every step - I ended up paying double what was quoted in the contract and they delivered several business days after promised. I am sure this is part of their business model - underbid and then magically tack on extra fees (nearly $2000) at every step once you have signed a contract and paid a deposit. Totally unethical, scammers. 
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 09/09/2025

  Brightside is being dishonest by stating they are increasing their offer of a refund to $200. They had previously offered a similar refund in the correspondence below.

  Brighltside is also being dishonest when they state that they have nothing to do with the carrier. I received a call on August 22 from phone number ************. The individual identified themselves as calling on behalf of Brightside and stated they wanted to resolve by BBB claim. This is the same phone number as the carrier. During this call the representative of Brightside offered $500 if I would resolve my claim right then and there. When I stated I wanted to wait until my move items were delivered, because I knew Brightside/the carrier would continue to add charges to my bill, the individual essentially threatened to slow down my move until the maximum allowed by law, 30 days. He also stated he needed to make a profit. Not surprisingly, I was charged an additional $225 at delivery. Brightside/the carrier has overcharged me by over $1500 compared to the contract we signed. They did so through fraudulent means. Reoffering to refund $200 when they previously offered $500 is a joke when they scammed me for $1500, not a sincere effort at resolution. 

  Business Response

  Date: 09/16/2025

  Brightside does not participate in or control carrier-assessed charges. After reviewing your shipping documents, we have confirmed that all charges outlined by your carrier were valid per the agreement you entered into with them.

  Our previous resolution offer is still available should you choose to accept. 

   

  
  

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23691053
  
  I am rejecting this response because: it does not address my concerns. My contract with Brightside was based on the cost estimate and timeframe provided by BRIGHTSIDE. Your business model is clearly to underestimate the bid and get the customer to sign a contract., then s**** the customer when the independent mover that you selected shows up and all of a sudden Im told the estimate/contract Brightside gave me is wrong and I need to sign a new contract with the independent mover? I called your customer service when this occurred and they Brightside told me the carrier was right and I had to pay what they were going to charge me. Why did I have an estimate and contract with Brightside then? Yet the only reason why I was told the cost was higher is because my items could not be stacked in the truck. Yet see picture at delivery of items stacked in the truck. When I called Brightside customer service to complain, the CARRIER called me back saying he was with Brightside and wanted to resolve my BBB complaint. So you and the carrier clearly work in cahoots. You all are crooked and swindled me nearly $2000. I would like my $2000 refunded and would like you to honor the original contract I signed with you.

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

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 18, 2025, I made a reservation with Brightside Moving Group for them to come to my apartment and pick up my belongings and move them to ***********, **** on August 7, 2025. I paid 1/3 of the total charge of $642.80 with an online check.Well, here it is; August 31. I have not heard back from Brightside to confirm the moving date. I have not been able to get in touch with them. Its as if they have disappeared off the face of the planet. I am getting married on Aug. 5 and so I contacted another moving company and was told by them that Brightside Moving Group is a fraudulent company. They said Brightside is not trustworthy. In the meantime, I have contacted my bank to do a chargeback on my account to get my money back.

  Business Response

  Date: 08/05/2025

  Thank you for bringing your concerns to our attention. Were very sorry for the confusion and stress this situation caused you, especially leading up to such an important time in your life.

  Were glad we had the opportunity to speak with you directly after the complaint was submitted and clarify what had occurred. As you mentioned during our call, you had unfortunately deleted the original email correspondence and couldnt recall our company name or locate our contact number. We understand how unsettling that must have been, especially without recent contact from us.

  Please know that your move was always on schedule. As part of our standard process, we typically reach out to confirm all details 57 days prior to your scheduled pickup. When we connected on August 2nd5 days before your scheduled August 7th movewe were able to address your concerns and reassure you that everything was proceeding as planned.

  We do want to respectfully clarify that your complaint notes a submission date of August 31st, but we believe this may have been an unintentional error, as we spoke with you on August 2nd and you confirmed at that time that you would be moving forward as scheduled with Brightside.

  You also mentioned that, in a moment of concern, you reached out to another company. If for any reason that company does not honor their cancellation or refund policy, and you choose to continue with their service, we will gladly issue a refund of what was paid to us. That said, from our most recent conversations, it seems you feel confident in continuing with Brightside and our trusted network of licensed carriers.

  We are here for you every step of the way and remain committed to delivering a successful move. Thank you again for giving us the opportunity to resolve your concerns directly. We kindly ask that you respond to this complaint as resolved.

  Customer Answer

  Date: 08/05/2025

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

• Initial Complaint

  Date:07/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to report a deceptive and distressing experience with Brightside Moving Company, which operates as a broker not a moving provider a fact not clearly disclosed at booking and only can be found on a corner of their website . I was told by ******* that the crew was one of his favorites, but the person who showed up didnt know about the move until 30 minutes prior.After hiring Brightside for full-service packing and moving, communication completely fell off. We were given no contact for the movers, and no updates. Our move was subcontracted to *******************, who then subcontracted to ************** a chain we were never made aware of and had no way to vet.The Fast Van Lines driver admitted he was notified 30 minutes before our scheduled pack time. He spent the first hour calling random people I even overheard him mention *********** The crew was hours late, and not professional movers.Despite paying for full-service packing, our items were thrown randomly into boxes: kitchen items mixed with bedroom things, fragile pieces left unsecured, and nothing labeled. When unpacking, most boxes were half full, likely done to inflate the box count and final cost.We were quoted one price, but charged over $4,000 more, including a $150 stair fee each way a surprise fee we had to Venmo directly to the driver. Delivery was 8 hours late, multiple items were damaged, and we were harassed for a tip before they finished the job.Brightsides hidden broker model, multi-layer subcontracting, lack of communication, and shady pricing practices made this move incredibly stressful. I am requesting a formal investigation and a refund for the unjustified overcharges. I strongly urge consumers to avoid this company

  Business Response

  Date: 08/04/2025

  We are very sorry to hear about your dissatisfaction regarding your move. We appreciate you taking the time to work with us directly toward a resolution.

  We kindly ask that you mark this complaint as resolved.

  Please know that we are continuously working to improve our processes and overall customer experience, and your feedback plays an important role in that effort.

  Thank you again for giving us the opportunity to make things right.
  

  
  

  Customer Answer

  Date: 08/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  To be clear I do not recommend this business and do not think they are a company anyone should use. They refund a part of what we wanted and took that because it is better than nothing. This company will disappoint you. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/30/2025

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

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

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

  Customer Answer

  Date: 07/31/2025

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

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

  Who do I contact if I dont receive the payment?

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with 3 agents of Brightside Moving Group (*******, **** and ******) on 7/18/2025, about a move from ************ to ***************. They provided a written estimate of $13180.96, and required an initial deposit over the phone of $6500 to reserve my move. I was told that the company would meet or beat any other quote and that I could cancel for a full refund within 3 business days, which would be Wednesday, 7/23. Brightside sent an email about the Meet or Beat guarantee, including contact info for 4 competitors. I had an in-home estimate done on 7/22 by Mayflower. I received a quote of $8766.57 on 7/23. I called **** at Brightside and asked about the price match guarantee. He transferred me to someone named ******, who spent 30 minutes claiming that Mayflower was known for scamming people with low quotes, etc. I researched the competitor and found no history of complaints. I sent an email asking about the refund and was told that I was out of the refund window, and that the other company was fraudulent. I showed all of the evidence that the company was legitimate and demanded that they either honor the price match guarantee or provide a full refund of the $6500 deposit. **** continued to claim that the other company was fraudulent, and that he could prove it to me if I called him. I refused and reiterated that I expected either a written guarantee that they would match the other quote or a refund of the deposit. He replied with "Call me." I refused, as I wanted everything in writing, and said that I expected either an immediate refund of the full $6500 deposit, or I would file a complaint and potentially seek legal advice. I never received a reply to my final email. I have initiated a dispute with my credit card company for the full deposit amount, as the business did not act in good faith by refusing to honor their advertised Meet or Beat policy. I sent one more email saying that I had initiated a dispute of the charge and would be filing complaints.

  Business Response

  Date: 08/06/2025

  We sincerely apologize for the delay in addressing your concerns and for the frustration this situation has caused. After reviewing all communications between you and our representatives, we acknowledge that this matter could haveand should havebeen handled more professionally and with better clarity.

  Regarding the competing estimate you received, the document indicated that it accounted for approximately 75% of the volume we had estimated for your move. Additionally, the competing quote did not include packing materials or full packing services, whereas our estimate included all necessary packing materials (including boxes, bubble wrap, specialty items like TV, mirror, and picture boxes, as well as mattress covers) and the associated packing labor. In this regard, the estimates were not truly comparable in scope or value.

  That said, we recognize that our team did not adequately communicate these distinctions or uphold the level of service you deserved. For the stress and inconvenience you experienced, we have issued a full refund of your deposit as a gesture of good faith.

  We truly wish you the best with your move and appreciate your time and feedback. We kindly ask that you consider marking this complaint as resolved.
  

  
  

  Customer Answer

  Date: 08/19/2025

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