Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/25/2025

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

  Customer Answer

  Date: 07/25/2025

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

  Customer Answer

  Date: 07/29/2025

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

• Initial Complaint

  Date:07/24/2025

  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.

  They scame me , Im going to sue them

  Business Response

  Date: 07/25/2025

  We have already provided you with a partial refund as part of a final settlement. You signed an agreement to accept that as a final resolution. You cancelled outside of your refund window and no credit was due. We provided you the partial refund as a gesture of goodwill. 

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/13/2025 An Estimate for the move was given to me on May 14, 2025 of $7425 On June 11th 2025 a second updated invoice was sent after going over the inventory. This estimate was for $10,245.00 which I agreed upon knowing I had added some items to the inventory from the original estimate.On the Day of the move June 13, 2025, After walking through the house and claiming Imhad more inventory than discussed they tell me that I need to pay $17,829 and if I did not agree they weren't moving me!This truly felt like I had a gun held to my head with no choices, we had people waiting on us to move in, and people on the other end waiting on us. this was a true bait and switch type of transaction, we are here and now what are you going to do?

  Business Response

  Date: 07/30/2025

  We apologize for your frustration and appreciate the opportunity to respond. The final estimate was based on the inventory and estimated space requirements provided at the time of reservation.

  When the carrier arrived, there were additional packing materials, items, and space needed, which required the carrier to issue a new on-site estimate reflective of the actual volume. After reviewing the shipping documents, everything appears to be in proper order.

  We have reached out to you directly and extended a gesture of goodwill, which you declined. That offer still stands and remains available should you wish to accept it. If you would like to resolve the matter by accepting the offer, please respond accordingly. Otherwise, we remain open to further discussion and are committed to working with you toward a resolution.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23648143
  
  I am rejecting this response because:

  The people that showed up could barely speak any English the man on the phone ******* from the moving company was rude and threatening, the cost was 40% higher day of move and I was told take it or leave it , two days earlier they had the inventories and cost was $7000 less , to me that is a bait me and then when they get there bang me over the head, knowing I had plans like most people to move out on that date the offered me A 10% refund which doesnt come close, I would entertain 25% refund to solve this matter!
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/04/2025

  Thank you for working with us directly to come to an amicable solution. We regret you were unhappy wiht your experience and are working daily to improve our processes and ultimately our customers experience. As agreed, please respond to this matter as resolved. We are issuing you the credit and you should receive it in 3-5 business days following the marked resolution.

  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:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this company about moving from ************* to ******** **************. I spoke with **** ****** for the original quote at $3326.00 on May 29, 2025. I informed him of everything we would need moved. After a "quality assurance" phone that person told me the original quote was for medium and ours were large- we received on a new quote on June 24, 2025 for $5,032.88. They were supposed to come Saturday or Sunday (June 27, 2025) but called me on Thursday to ask if they could come Friday between 2pm-4pm. They did not get to my house until 8:30pm. After taking everything out of my home and putting it in the street (not in the truck) I was informed I had to pay more money or they would leave my items in the street ($7900). We had no option at the point because we were scheduled to be out of our home the following week. I also tried to access my original quotes on the link provided to my email but they were deleted. However, I Fast forward to July 18, 2025 I received a call from the company stating the movers would not be able to access my new home (the same address that was provided at the very beginning of the process) and I would have to pay an additional $2000. Every time I speak to someone from the company I am screamed at, cursed at, and hung up on. We we met the movers we were missing 2 totes and a 70inch TV.

  Business Response

  Date: 07/30/2025

  We sincerely apologize for any inconvenience youve experienced, including the report of missing items. We have already provided you with the appropriate claims information for the carrier to address those concerns.

  Regarding the shuttle fee, we understand your frustration. However, shuttle charges are clearly outlined in the estimate and terms and become necessary when the delivery location has limited access. This is a standard industry practice to ensure your items can be delivered safely and efficiently.

  We are also sorry to hear that your interactions with customer service did not meet your expectations. Upon reviewing our call records, all communications with our Brightside representatives appear to have been conducted professionally and respectfully. Its possible the negative interactions were with the carrier directly.

  Please note that a revised estimate must be issued when there is a change in space requirements or when additional services are requested. The estimate provided to you was based on the inventory list given at the time of booking and confirmed again during your ***************** call.

  We have been in contact with you since this complaint in an effort to reach a resolution. While you have not accepted our offer at this time, it remains open. Should you wish to reconsider or discuss an alternative solution, we welcome you to contact us at your convenience.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/16/2025

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

  Customer Answer

  Date: 07/30/2025

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

• Initial Complaint

  Date:07/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/14/2025

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

  We appreciate you bringing your concerns to our attention. 

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

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

  Customer Answer

  Date: 07/14/2025

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

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked this service for a move. Worked with ***. Was specifically told by *** that the move could be canceled three days before the movers arrived. This is not the truth. This place is a scam. They are brokers not movers. Do not hire this place. *** also stated there was no additional fee to get into ***. This is also a lie. DO NOT USE THIS COMPANY.

  Business Response

  Date: 07/15/2025

  Thank you for your feedback. We understand your concerns and have been in direct contact with you to work toward a resolution. During our last conversation, you mentioned providing screenshots of messages from our representative that may have contradicted our cancellation policy. We assured you that if anything was said outside of our policy, we would honor a refund. However, we have not heard back from you since.

  To clarify, our cancellation policy provides a full refund if canceled within three days of signing the Bill of Lading. Your move was reserved over three months ago, and our servicesincluding the assigned carrierremain available and valid for use within the next twelve months.

  As a gesture of goodwill, we are offering a 15% refund of your deposit. If you would like to accept this offer, please mark this complaint as resolved and we will issue the refund promptly, with the remaining balance available for future use.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/08/2025

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

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

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

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

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

  
  

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/08/2025

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

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

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

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

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

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

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

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

  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23567852

   

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

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

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

  Sincerely,

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

  Business Response

  Date: 07/09/2025

  We respectfully maintain our position.

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

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

  Customer Answer

  Date: 07/09/2025

   

   

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

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

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

   

   

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23567852
  
  I am rejecting this response because:

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

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

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

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

  Customer Answer

  Date: 07/10/2025

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

• Initial Complaint

  Date:07/05/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/07/2025

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

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

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

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

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

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

  Customer Answer

  Date: 07/10/2025

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