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:01/16/2024

  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.

  The movers that compass contracted this job out to broke my $10,000 sleep number bed which doesnt work now they ripped the mattress from the frame after I asked them not to and now the air ******** in the mattress doesnt work

  Business Response

  Date: 01/18/2024

  Hello,

  We are sorry to hear of the damages to the bed. We have gone ahead and sent out the claims forms as this would be an insurance claim. Please keep in mind as your moving broker we never touched the items as we contracted out the carrier. As our agreement states, we are not to be held liable as the broker for lost or damaged items this needs to go through the insurance underwriter. 

  If you have further questions or need assistance, please reach out to our customer service department. 

   

  -Compass Moving

• Initial Complaint

  Date:07/11/2023

  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 January 11 th 2023, I made a reservation for moving in March 2023, but in February 13th I requested a cancellation of my reservation. The issue started when I kept asking them to give me my money back. This company didn't tell me about cancellation fees when I was booking, however they decided not to give me any money back despite my request. I went through my bank to get the money back, but they told the bank that I can get a refund which is not happening despite my demands for it. I just hope this company is transparent when someone is booking their service. I don't want to use their services, and I should be able to get my money back. No one should have their money held by a company.Thanks ***********.

  Business Response

  Date: 07/12/2023

  Hello,

  Like most movers, we have a 72 hours cancellation policy from the time of reserving the move. This is stated throughout the agreement and also in the cancellation policy, which is its own page. Please know, we are not here to hold customer money. When a move is booked, we begin dispatching immediately. Funds are dispersed into the route to lock in the truck, crew, and dates. 

  This is the standard business practices for just about every moving company. 

  This move is dating back to the beginning of the year. However, we will honor a move for them within a calendar year from the time they booked the original move. 

  If they have any further questions, please reach out to our customer service department. 

  Thank you kindly

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20292831
  
  I am rejecting this response because:
  

  I'm not in the moving business,  and I wish it was made clear to me that I won't get a refund.

  I'm not and will never use their service again. 

  I just need my refund. 

  Thanks

  Sincerely,
  
  Edem Djalla

  Business Response

  Date: 07/17/2023

  Hello,

  We are not sure as to why the customer feels they need to be in the ********************** business in order to understand the terms of the agreement they signed. We do our best to be as straight forward and transparent as possible. This is why we mention the ability to broker jobs, and we had a cancellation policy, which is its own page. There would not be a refund available, unfortunately. 

  We are sorry they are dissatisfied with where this process has gone. We have policies that are in place for a reason, and they have to be followed.

  Thank you,

  -Compass Moving

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20292831
  
  I am rejecting this response because:
  

  Again no one mentioned the cancelation process, while they mention how you can book their service. 

  I honestly feel scammed, after they have a hold of the money they can start telling you about  all the policies.

  They are taking my hard earned 705 dollars, and just need a refund. 

  Sincerely 

  
  Edem Djalla

• Initial Complaint

  Date:05/13/2023

  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 household goods were packed and loaded onto a truck on April 24 & 25 from ******* ** to ********* I was told to give them the soonest date Compass moving group could deliver to my new address in *******. I told them May 12th. We signed papers for the new house on the 11th, which I told them also. I have called Compass almost everyday to find out where my household goods are. Sometimes they answer the phone and I ask them to tell me where they are in the process of transporting to *******. They always have to "look into it". I have not received an answer on where my goods are or if they have even loaded them for transport onto a big semi. I am frustrated because I'm getting NO answers! My job #B4340329. We were told it would take **** days for their truck to get here. I understand that but we are getting NO answers and no information fro Compass at all. This move is costing me over $22,000. I have a final payment of $6325 due at delivery so you can see I've paid them roughly $16,000.00 already. I'd like some answers!!

  Business Response

  Date: 05/29/2023

  Hello,

  We are sorry to hear the customer is frustrated with the transit time of the move. After reviewing the file, it does appear we have gone over how the FADD/transit time works. The customer service representative even conferenced in the carrier, so this could be coming from all parties involved in the move. Please keep in mind, Compass is the mover broker. We are involved in the move from start to finish, however, like the customer, we have to wait on the carrier as well. When a customer calls in for an update, it's not as if we are asking incompetent, we just have to call the carrier to obtain updates on the customers' behalf. We are a hardworking company that always has the customer the best interest in mind. We apologize if the customer felt they were not receiving the information they needed in a fast enough manner.

  If any further assistance is needed whatsoever, please reach out to our customer service team during normal business hours EST, and we'll do all we can to help.

  -Compass management 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20054547
  
  I am rejecting this response because: I tried numerous times to contact Compass Movers during the entire process with little or no response to my inquiries.  ONLY after a few weeks passed is when I was informed they'd START the process of my delivery on the date I gave them as a first available delivery date.  We requested the delivery date the day after the signing for the house. That is the date they started to process my delivery date therefore having ** wait in an empty house for approximately two weeks.  I was also quoted a moving fee, which I know can fluctuate but it was over double what I was quoted even after I sold MANY household items.  I feel I was owed a call back on my valid questions and concerns.  This entire process was a nightmare with lack of communication from Compass Movers
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/01/2023

  Hello,

  We understand where the customer is coming from and apologize if they misunderstood our process. We do our best to set the proper expectations leading up to the move. Directly after booking, customer are put through a verification call confirming the work order. They over all the fine details verbally. They are then given all the proper contact number in order to reach us based on the situation that *** arise. Now, if they are not moving for weeks or months from the time of booking, they will not hear from us until 1 week prior to the pickup date. However, we are always available if they have questions and feel they need to call the customer service department. 

  One week prior to the move, we send out the customer rights and responsibilities email. This goes over everything a customer needs to know leading up to the move. In the email, it discussed how the **** works. The "First Available delivery date" is the time the customer lists on the paperwork as to when the delivery SPREAD will start. 

  EXAMPLE- if the customer is picked up on June 1st, and they list their **** for June 5th, The delivery spread based on the mileage will not start until June 5th. This means there will be 4 days when the items will sit in the warehouse. 

  Now, if a customer is picked up on June 1st and lists the **** as ASAP or June 2nd the delivery spread will start immediately. 

   

  Unfortunately, in this case the customer was looking for an ASAP delivery but did not list this on the paperwork as to the ****.

  This situation is out of our control, we sent out the instructions as to how this works and the customer failed to list the time frame properly. 

  The only reason the cost of this move went up is due to the customer adding additional cubic feet. We have been honest and forthcoming throughout this process and followed our contract and its terms. We would ask that the BBB close this case out as we have gone over all the details that transpired during this move, and we fell these matters do not warrant action on the BBB negatively towards our hardworking company. 

  -management 

   

  Customer Answer

  Date: 06/01/2023

   
  **mplaint: 20054547
  
  I am rejecting this response because: The "little Guy" is always gonna lose. You can close this case but I will never recommend this moving company to anyone I know. I was grossly underestimated by this company's quote and their routine. Yes, I did speak to some people regarding my load.  Giving inch by inch dimensions of ALL furniture.  It seems weird that from the start I told the ** of ALL my furniture and size.  The quote I was given seemed to cover that size load minus my boxes.  I sold major sized furniture  and many belongings and in the long run  to lower the cost of my move and in the end my move was way over double the original quote.  I am dissatisfied and nothing will change the way I feel.  So end this nightmare for me but I'll never admit you guys were honest and did EVERYTHING you said you would do for me, the customer. 

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

• Initial Complaint

  Date:05/05/2023

  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 was lied to about my cross country move. I was told my items would be picked up and brought straight to my new home, but it has been exactly three weeks and I still have no solid answer as to when Im getting my items. Weve been charged over double what we were originally quoted, and *** had little to no regular communication with anyone from Compass.

  Business Response

  Date: 05/22/2023

  Hello,

  We are sorry to see this move has to come to this point. Directly after the booking of every move, customer are sent to the verification department to confirm the work order. This is done to ensure that all proper expectations have been set. During this call, they specifically say, "we cannot guarantee pickup or delivery windows." Furthermore, we do not do straight shots across the entire country unless there are mitigating circumstances for a particular move.  

  We have a full customer service team that is available to assist in any matter needed between 9am-6pm EST. We are here to move families with integrity and honestly. If further assistance is needed, please reach out to our customer service department.

   

  Thank you,

  -Compass Moving Group

• Initial Complaint

  Date:04/14/2023

  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.

  February 1st we booked with Compass told them everything that was benign moved and it was a fair priced so they sent over a contract over to sign and the date for the moved and amount was set and my card was given for a deposit they said they wouldn't run the card until the movers showed up for moving day. . They called back 5 days later and wanted measurements on everything and they tripled the price . and over doubled the price. I told them to just cancel the whole thing and then they was going to move it back to the ordinal price I refused because they was not a hearing to the contract . I called another mover and got the moved done for less than compasses original price with no hassle. Then I get my credit card bill and Compass ran my card for $1025 for the deposit . I called and they said I only had 5 days to cancel from the original booking date to cancel

  Business Response

  Date: 04/14/2023

  Hello,

  A deposit is required to reserve a move with us and most moving companies. This is the financial commitment from the customer so that if we send a truck out, they are indeed moving with us. We do not hold the payment until the day of service, as this would defeat the purpose of the commitment. Prior to every call, we place a QA call allowing the customer to revise the inventory, if need be. In this case, the customer revised and added roughly 147 cf. of large items. Unfortunately, they did not want to pay the additions for the extra items needing to be moved. Our agreement clearly states that the price is contingent on the items listed on the inventory and the customer has given us an accurate description of the items being moved. When the customer informed us they did not want to pay the overage, we offered them to go back to the original price and cubic feet, they refused and only wanted to pay the original amount while still adding more furniture. This we cannot accommodate, no mover can.

  They later stated they found another mover that did the move cheaper. With *********************************** the industry, we would find this hard to believe. Seems they felt this would enable their case to look stronger, possibly. 

  Finally, per the moving agreement that was signed in 7 places at the bottom of each page with listed terms, this is considered a late cancellation and the deposit is deemed nonrefundable. 

  -Compass Moving Group

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19935133
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/15/2023

  Hello,

  We are attempting to respond to this complaint as required by the BBB. Unfortunately, the customer did not describe why they are refusing the response. In our previous response, we stated what the agreement consists of and actions that were taken while handling this relocation. At this time, Compass Moving Group has no further information to provide unless we are asked to do so. If not, we would ask that the case be closed out, as we have followed the terms of our contract and did what we could to assist in the relocation for this customer within reason. 

  Thank you kindly,

  -Compass Moving Group

• Initial Complaint

  Date:03/02/2023

  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.

  January 28, 2023, Compass contracted with a local mover in *********, ** Base Moving, who was a scam artist. He loaded the van beyond the cubic feet in our contract, telling us we had **** cubic feet in a 773 cubic feet contract. He then demanded $15,000 for our $4,900 contract. When we measured the van ourselves, it was **** cubic ********** stuff filled 2/3 of the space, not to the top, so about 925 cubic feet. We asked him to unload 200 cubic feet and he refused, becoming belligerant, bullying and insulting. He started to remove our boxes on the street, rip open the boxes and throwing our possessions on the street and in the yard. We called Compass & got voicemail. The mover called Compass and got a person who combined his false numbers with our measured numbers and offered to do the move for $8,200, totally disragarding our current contract. The problem was, we could absolutely not trust this mover and could not continue with him. Compass offered to contract with another local company within the next few days. We no longer trust their vetting service and asked to terminate our contract with them and for our deposit of $1709.54 to be returned. They refused. Once we were off the phone with Compass, meanwhile, the current mover held our possessions for ******. Now he demanded $1250 to unload the van and put the boxes in our garage, rather than dumping our possessions on the street. We called the police, but they never came. We feared for our physical safety. The mover had clearly done this before because he orchestrated each stage of the process smoothly, according to his plan. He was nice most of the day when we packed the houselhold items and moved them into the truck. We worked with him and 4 other loaders. Suddenly, at the end of the day, his personality completely reversed - he became irrrational and crazy-acting. We paid him $1250 to put our boxes in our garage. We want Compass to return our $1250 plus our deposit of $1709.54 = $2,959.54.

  Business Response

  Date: 03/02/2023

  Hello,

  When reviewing this file, the customer was originally contracted for 773 cf. to be moved from NV to WA at a binders price per cf. of $4.45. 

  When the movers arrived and load then truck the customer ended up taking up **** cf. of the truck, however, there was space near the ceiling open so they brought it down to ******* cf in total. This is more then double the original contracted space for the move. Customer did not want to pay for the additional items to be moved. We have spoken with the carrier and do feel the customer is exaggerating the action taken. However, we do not condone how the carrier might have handled the situation. Nonetheless, we cannot pay for the additional space the customer had and feel they need to take accountability for the additional items they failed to inform us of when reserving the move. In addition, there was roughly ****** in packing that was required for the additional space as well. 

  The agreement that was signed states that sending the mover away is a forfeiture of the deposit. The customer understood this and signed off on the contract. After the issue with the carrier we offered to send out another carrier for them which they declined. At this point the majority of the deposit they submitted to us has been dispersed into the route in order to get a crew with  a truck and material out there. This is why we would not be able to refund the deposit and the verbiage previously mentioned is in our contracts. 

  Finally, we are sorry the move has come to this point, we are sorry for the way the mover handled the matter as well. But this does not warrant us as the broker to be responsible for the financial loses the customer has experienced. Demanding the mover having to unload heavy furniture being that the customer chose to not move with them after the truck was already loaded was their choice and they agreed to pay the mover to do so. 

  -Compass Moving

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19522599
  
  I am rejecting this response because of 3 points.

  1.We tried to fulfill the contract for 773 cubic feet.The carrier had the responsibility to tell us when we were at 773 cubic feet, which he didn't do. When the carrier told us we were over the amount, we asked him to remove boxes to the corrrect amount. He refused, repeatedly. All day, he kept encouraging us to load more and more and we repeatedly told him to not load the many boxes he wanted to load. The first we knew we were overloaded was when he told us we had **** cubic feet and he demanded $15,000. That was bizarre, so we measured the van and found the van itself was **** cubic feet and we filled 2/3 of the space, not to the top = 925 cubit feet. Again, we asked him to unload the extra and he became quite belligerant and bullying. After talking to Compass, and he lowered the numbers to **** cubic feet for $8,200, this was still way over the amount of actual boxes we had in the van at 925 cubic feet. The solution was so simple: to unload our extra boxes to an accurate 773 cubit feet, which he repeatedly refused to do. We were NOT trying to get him to take extra cubic feet. We were trying to comply with the 773 cubic foot contract and he refused us repeatedly, very rudely and with physical violence to our possessions. All this was completely unnecessary, traumatic and way outside the bounds of any professional behavior. Our numbers were the result of accurate measuring. 

  2. In our signed agreement, Compass agreed to provide a professional carrier. Our down payment of $1709.54 was an expression of our good faith that Compass would meet their obligation. They did not. US Base Moving was completely unprofessional and untrustworthy.  We did not exaggerate our measurements or numbers. We were completely truthful, based on measurements. The carrier's exaggerations crated a "compromise" of **** cubic feet at $8200. We simply wanted to complete our contract at 773 cubic feet. It is inexplicable why he refused to do this.

  3. By overloading the van, giving untruthful numbers, by bullying, by becoming physical violent with our possessions and refusing to remove boxes to get to our original 773 cubic feet, this carrier broke our trust. How could anyone in this situation give this carrier their possessions to drive away with? It would be crazy on our part. Once we paid his ****** of $1,250 (which he stated the $250 was for the packing materials) to get all our boxes unoaded, it took 20 minutes to complete the unloading. **** cubic feet would have taken much longer, so this amount of time was appropriate to unload 925 cubic feet. Clearly, Compass had not vetted this carrier well and this is their responsibility when they accept a $1,709.54 down payment from a client in good faith. After this traumatic experience, we could no longer trust Compass would vet a different carrier any better.  Since Compass reneged on their responsibility to provide a professional carrier, they owe our down payment back. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/08/2023

  Hello,

  Our contractual responsibility was to locate and dispatch a licensed carrier that it up to date with all of the requirements set forth by the ****************************. This was completed therefore our services are considered rendered per the contract. A refund of the deposit is not possible. 

  When the movers received the signed BOl (Bill ** Lading) there were a certain amount of cubic feet to be loaded. When they arrived if there were additional items on the premises not going, they should have been instructed to not these particular items. Instead they were loaded onto the **************** is heavy and is tough work to do. So to have the movers load some items only to turn around and say "no take them off " because the customer doesn't want to pay extra for them to be moved is simple not fair to the guys that work so hard. This would be frustrating for any mover, however this does not constitute the behavior and we do not justify that, but this needs to be taken into consideration. 

  With many years of experience in the industry, we have seen time and time again that unfortunately, customers attempt to move additional items at a lower cost. When it comes to local moves, which are charged by the hour, this is ok. However, when traveling over state lines, weigh in stations have to be logged and the truck cannot go over its allotted weight. As these are shared routes, when people add items unexpectedly, this could be dipping into someone else's move therefore throwing the weight of the truck off, or worst, someone not being able to move some of the items they paid for. 

  At this time a refund would not be available option. We feel this complaint should have been directed towards the carrier that paperwork was signed with. 

  Regards,

  -Compass Moving

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19522599
  
  I am rejecting this response because: My financial involvement was with Compass Moving Group. I had no financial involvement with their subcontractor US Base Moving. Therefore, I request financial recompense from Compass Moving Group for their subcontractors misbehavior.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/22/2023

  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 had a mover ("Compass Moving" company located in *****) during my **** Customs training, attempt to extort money from me to delivery my goods. The movers were over 40 days late with moving my belongings, and I had to constantly hound them about bring my belongs to a specific location. I'm guessing, this company called "Compass Moving" deals with a corrupted third party company called "Care Free mover" , and that company attempts to hijacked prices for them to move your belongs. Even, when it's over 40 days late. So, I spoke to a lady name **** from "Compass Moving" company about my situation, and to no avail. I did not get anything resolved! She really needs to be investigated.So, I had my friend to meet this delivery guy(from Care free mover) at a specific storage location, he then attempts to extort money from her just to move my belongings into the storage. He also attempted to steal my security code from the storage location. The situation became so out of hand, that my friend had to call the ************ police in ********** to help resolve the situation( in the Month May or June of 2022).....Please, look into this claim because I don't want anyone to go through what I went through, during my intensive months of training. Compass movers/ Care free mover

  Business Response

  Date: 01/23/2023

  Hello,

  When discussing our business practices and how we operate as a moving broker, we are very clear to customer but verbally and contractually. We provided the customer with a Military discount and did the best we could cost wise to help them relocate. This is what the customer entered into when E-signing our agreement on each page that required a signature. Our job is to locate and dispatch a licensed carrier who is up to date with all the requirements set forth by the ****************************, this was completed. Once the customer signed the Bill of lading with the carrier, they then take obligation of the move for the customer, we are always here to advocate on the customer behalf if need be. In this case, when reviewing the file, there are extensive notes of constant communication with the customer over the course of many months. When the movers have customers sign the *** the customer chooses a first available delivery date, this would be when the delivery spread is to start. In this case the customer went into extended storage. Once they notified us they were ready for delivery, the mover legally has up to 21 business days to delivery per the **** However, most transit times do not take this long and the sooner we are notified, the sooner get can get families their household goods. 

  Unfortunately, in the this case there seemed to be other parties involved which in our opinion caused miscommunications as everyone was not on the same page. When it came time to deliver the goods, the carrier was unsuccessful. Unbeknownst to us, the customer set a very tight delivery window in which they could only receive delivery on the weekends. The carriers cannot operate in this manner when it comes to multiple moves occurring and logistical tight schedules to keep. This type of request would indeed cause additional delays to a delivery. 

  In effort to help the customer, as their broker, we communicated with the carrier constantly as to updates. Furthermore, we were able to get them an $800.00 discount towards additional fee's and the re-delivery costs. The accusations of fraudulently attempting to extort money from them is simply not true. We and our network carriers are here to do honest work and make sure every customer is treated with care and respect when using us to relocate. **** (person advocating on customer behalf) has been thoroughly spoken with throughout the course and was provided all information in detail as to what we the broker had on our end at any given time. We also provided the carrier's contact info for the to hear updates directly from the source as this the same place we would obtain constant updates for them. 

  -Compass Moving Group

• Initial Complaint

  Date:11/08/2022

  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.

  1st complaint, they severely under quoted the estimated volume and therefor price for our move. They quoted ** at 286 cf. and a total of $2757.27. I will attach the items that were included for them to make the quote, but it was including a Queen sized mattress, a love seat, dresser, 2 nightstands and more. When the original movers showed up to pick up the items, we were told it would be at least ******* cf. and at least $1400 dollars more. We called Compass, and they proceed to tell us that ************ were trying to take advantage of us and were lying and they wanted to send out a second company. Well, the second company said it would again be at least 500 cf and we again called compass both furious and confused. I asked for a refund multiple times and they told me that they would only give me $350 dollars back of my $1400 dollar deposit. So, we then set up a 3rd pick up and got rid of all of furniture that was there and when the 3rd movers showed up still telling us it would be 500 cf we were so angry we called Compass again and at this point had plane tickets bought and nowhere to stay. With really no other choice we got rid of even more stuff and had them take what was necessary. Total cost ended up being $4122.50 total which is $1365.23 more than the original quote and we now have no bed, no loveseat, no dresser, no nightstands, etc. The second part of this is not only we pay way more than quoted, but we also now have missing items and other items that are damaged beyond compare.We have before and after photos of what the boxes looked like leaving the storage unit in *********, ****** and what things look like arriving in ******, ********. We have been left with damaged items beyond repair as well and missing items that Compass can not locate. They do not return emails or calls and want to just pass the blame around.

  Business Response

  Date: 11/09/2022

  Hello,

  We are sorry to hear that there were damages to the goods being moved. This would be an insurance claim and up to an insurance adjuster to provide any compensation towards broken/damaged items. Please know we were never there and did not touch the items. Our job was to locate a carrier which in this case we sent out 3 who all had the same thing to say. There were more items and cf. needed for the job. please see direct note from file below.

  Our company does not lie to people. We rely on a customer to provide an accurate itemized list of what they plan on moving so we can provide an estimate that is as close to accurate as possible. We obviously have never seen your items before, therefore we do not know what you`re moving and how much cubic footage you would need on a truck without the proper information from you. We are not benefited in any way if the price increases on a customer and do everything in our power to avoid such a thing happening.
  
  We sent 3 carriers out to you, and each said you had additional items onsite that were not listed on our estimate which was the cause for any additional fees. The first 2 carriers revised you for a price based on ******* cubic feet. You were shown which items were considered additional at the time and were given the option to move everything at the revised price or stick to the space you were contracted for.
  
  After you sent the first carrier away, we tried working with you by re-dispatching the move to another company so we can get a second opinion. When the second carrier was sent away after providing you a similar revised estimate as the first carrier, we explained there are obvious discrepancies on the space that is needed to move your items. We came to a mutual agreement to dispatch a third carrier at this time, after you said you got rid of some items. The third carrier, Best Moving *** Lines, quoted you for 500 cubic feet for the items you loaded the day of the pick-up.
  
  Each time we sent a carrier to come pick-up your items, there was money lost on expenses of coordinating each truck to come there, along with having to pay the crew even though they were sent away empty handed. Now I understand this is not your problem, however most companies would be hesitant on sending a second truck to a customer who already refused service, and ********************** sent you three separate carriers in hopes to get things moving forward for you. We tried going the extra mile to resolve things because we are a fair company and try to work with everyone.
  
  We unfortunately cannot pay for additional cubic feet. When reserving the move we go over that should your items require additional space on the truck and you choose to utilize it, it`s up to you to cover those expenses. We also touch base on deliveries being out of our control and it`s up to 21 business days from the first available day of delivery. When speaking with the carrier today, on the 8th business day, they did inform us there is no update as of yet, but are actively working on finalizing their delivery manifest.
  
  We apologize for the poor experience you`re encountering. This is not how we anticipated this move to go for you and do what we can to provide a smooth sailing process. We are here to help to the best of our ability and if you`re unable to get the delivery updates from the carrier, we are happy to reach out to them for you to obtain that information. For any further assistance on delivery updates, please call our customer service line at ************, Prompt 3. Our after pick-up department operates Monday-Friday between 10AM-6PM EST.
  
  Respectfully,

   

  That being said we are here to help in any way as your moving broker. If assistance is needed with filing an insurance claim we can do our best to assist. 

  -Compass Moving Group

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18377381
  
  I am rejecting this response because: 

  Your company sets people up for failure from the very get go and then becomes unresponsive to messages and emails. I have asked 4 times for contact information for whomever takes care of customer complaints with no call back and no email returned. 

  I was on the phone when the mover spoke to Hope at your company and he said, your company needs to stop under quoting jobs and leaving them to deal with it. We sent you pictures of what we had to move and you still under quoted. 

  I asked for a refund after the ********** were sent out and Compass told me that ************ were taking advantage of us and just trying to get more money from us. Compass does not set or help the customer with realistic expectations at all. 

  Compass hired movers who lost/stole and broke almost everything moved and wants to take no responsibility at all. $1400 dollars paid to Compass to do nothing. 

  I want a full refund for the "services" that were not fulfilled. Our items did not arrive safely or securing, some still haven't even arrived and no one knows where they are. The ones that did arrive and broken and can't be used and some can never be replaced. 

  Compass needs to learn how to run a business and take care of the people who are paying you and trusting you with everything that they own. Do a better job at setting expectations and hiring movers that will not lose, steal, and smash belongings. 

  This was no accidental box that was dropped. This was every single thing that was shipped was tossed, dropped, smashed, by people who just dont care or respect other peoples belongings and that is on Compass. 

  I absolutely reject your answer as it is the same canned answer on every other complaint against you and you never own up or make changes in your processes. 

  Do the right thing and refund my money so I can go try and put back together a home since your company did not take any care of belongings that were moved. 

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

  Business Response

  Date: 11/15/2022

  Hello,

  We are truly sorry you experienced broken/damaged items during the move. As our contract states, we are the broker and are not to be held responsible for the lost. Broken, or damaged items. This was signed off on and agreed to by the customer prior to booking. This matter would be an insurance claim judged by an insurance adjuster. 

  At no time do we under estimate a quote, this is not our best interest nor the customers. However, customers do need to take accountability for what they agree to. The inventory list is listed right on the contact, this consists of the items being moved that the customer informs us they are **********************. If the movers arrive and additional items are there requiring more space, yes the cost does increase. The contracted mover is there and trying to get paid, they are going to try and make peace with the customer and point the finger elsewhere to ensure they get paid. At the end of the day, if the inventory was not correct it should have been adjusted when ***************** called prior to the pickup. When it comes to Long distance relocation every item that is being moved across states lines has to be on the paperwork. If not it will be charged for on-site. Going after the moving broker after signing the detailed paperwork with describes all these accusation is nothing more then a defamation case waiting to be filed by our legal department. 

  -Compass Moving Group

• Initial Complaint

  Date:10/19/2022

  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 disappointed with this company. I was all set to have one less thing to worry about when selling my house and trying to move out of state. After all they supported veterans right? July 2022: My initial conversation resulted In a $5,800 (around) quote, so I was told I had to have a deposit since my move was next week! So I wired them almost $2,000. The day or two before the truck was supposed to pick the items up we were told the quote had tripled! So needless to say I canceled because I was OUTRAGED! Its now October and I can summarize this by saying that they were only going to refund me around $200, are you freaking crazy? Your quote changed! Its now October ans I have made multiple attempts / emails to get this resolved - I have received two replies that one: the lady I was working with was going to reschedule (which is not what I wanted) then another saying The lady sent me a form to start the refund. To this date I have not read or seen an email that states a refund or an email from them. Since my quote changed after my deposit was cleared I just want my money back how can this company still be in business! No response and they still have our $1,904 with no communication or service

  Business Response

  Date: 10/20/2022

  Hello,

  We are very clear as to our business practices and do all we can to ensure families have accurate inventories and do not experience issues on-site on with carrier. This is why we perform the ***************** call prior to the pickup. This allows customers to firm up their inventory, they can add or remove items at the price per cubic foot they originally locked in. Please see below the additional they attempted to add to the inventory list which are towards the bottom. WHy would the move not go up? They attempted to add **** cf. To put this prospective, that is the better half of a full sized 26 foot box truck.

  Article List Volume By Cu. Ft. 17 Items, 434 Pieces
  Qty Items CuFt **
  General - 533 Cu.Ft.
  1 BED FRAME ONLY KING ***** style="color: rgb(0, 0, 0); font-family: Arial; font-size: *******px; background-color: rgb(204, 204, 255);">1 BED, FOOTBOARD KING 15 ?
  1 BED, HEADBOARD KING ***** style="color: rgb(0, 0, 0); font-family: Arial; font-size: *******px; background-color: rgb(204, 204, 255);">20 BOX, LARGE 18X18X24 (PBO) 100 ?
  40 BOX, MED. PBO 18X18X18 140 ?
  
  Qty Items CuFt **
  20 BOX, SMALL12X12X18 (CP) 50
  1 CHEST OF DRAWERS (SMALL) ***** style="color: rgb(0, 0, 0); font-family: Arial; font-size: *******px; background-color: rgb(204, 204, 255);">1 FREEZER, UPRIGHT 35
  1 GENERATOR MD. 19
  1 METAL RACK, LARGE 25
  2 NIGHT STAND 14
  
  Qty Items CuFt **
  2 T.V. FLATSCREEN UP TO 55`` (PBO) 30 ?
  1 T.V. FLATSCREEN UP TO 65`` (PBO) 17
  1 TOOL CHEST, MED. (UP TO 200 LBS) 32 ?
  Additions - **** Cu.Ft.
  130 BOX, LARGE 18X18X24 (PBO) 650 ?
  90 BOX, MED. PBO 18X18X18 315 ?
  121 BOX, SMALL12X12X18 (PBO) 303 ?

   

  We are an honest and forth coming company. That being said, customer have to pay for what they move. When an addition of this magnitude takes place the cost does increase quite a bit. This requires more labor, additional truck, additional fuel cost, Etc. 

  When the customer tried to cancel they were outside of the 72 hours cancellation window which they signed into and agreed upon. They could always have gone with the original amount at the original rate, but the additional goods would have to be charged for as such. We are sorry this did not work for them. We did offer a compensation offer and apologize if it was lower then what they would have liked. Unfortunately, scheduling these routes cost money and this is dispersed into the route directly after booked. 

  -Compass Moving Group

  Customer Answer

  Date: 11/16/2022

   
  From: ************************* <********************>
  Date: Wed, Nov 16, 2022 at 10:58 AM
  Subject: Complaint ID: ********
  To: <***************************************>
  
  
  

  Hello,
  

  
  

  Regarding this complaint. There is no way what they stated is true. I have not received any form from **** about a partial refund. Please see my emails attached.

  
  

  The move was supposed to be quickly planned, the day they gave us the new quote the dispatched lady called me to confirm the pickup and we cancelled and she as well cancelled the truck to go out.
  

  
  

  How can I be outside the 24 hours when we cancelled the truck the same day the truck called to confirm?

  
  

  Once we got the new quote aside they put it on hold, but I said to cancel the move.
  

  
  

  No truck was dispatched, as they are a broker not the actual drivers of the truck!

  
  

  We just spoke to **** and I cannot believe that she stated she has all the calls, why would either my husband and I ignore her calls when we are waiting for our REFUND.

  
  

  I never even received any form for any type of refund. Period.
  

  
  

  This company claims they are for Veterans, I do not believe that.
  

  
  
  

  Business Response

  Date: 11/16/2022

  Hello,

  After reviewing the file it appears the customer is Non-refundable based on the CFO's decision. A resolution offer was sent out below is the time stamp receipt-

  08/15/2022 12:01:17 pm ****** ? SENT RESO EMAIL
  OFFERED ****** or 200$ hold
  WAITING FOR CX TO ACCEPT & ESIGN
  Expires one month from today`s date

  Being that they never signed, they offer expired. At this time no refund would be available, if they would like us to reschedule another move, we'd be happy to do so. This is a broker driven industry, the carrier rely on us as much as we do on them. Once these jobs are booked, funds are dispersed into them between scheduling, material, locating a carrier, Etc. There are a lot of moving parts when it comes to long distance moving. 

  -Compass Moving group

• Initial Complaint

  Date:10/08/2022

  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.

  The day I called the moving company and gave them ******** the lies started. I was told pick up would be on a certain day and the next day the company changed my pick up date. When you call them they are rude and will tell you we will take 500. 00 off your bill but dont. You would think once your furniture is on the truck everything will be okay but no. I called to find out where my furniture was I hadnt heard one word from them in three weeks. I called the third time on Friday and a man named ******* said he wasnt sure where it was but would let me know on Tuesday. So finally I get the call the truck has made it *******. I was so happy for the moment. I had to pay ***** more with a app *****. I called to make sure they had the money and she said yes we have it. Then I get a call from the movers saying they will be there around 7:00 at night. I send my mom and dad over to the house and the movers showed up 8:30. Then the man starts to tell my mom I hadnt paid the bill so hes not moving the furniture in. I texted my mom the receipt but he still says I didnt pay and now its going on 10:00. Compass was so kind to give you after hours phone number and its just like the company more lies. So I did get ahold of a lady and she took my information and said will there wasnt anything she could do till Monday. The man said he was leaving if we didnt go get *******. ****** he got a hold of ***** and she said yes they paid. Now the time is 11:00 at night. There were three men bring furniture in and start out nice and then my mother called me and said the three men are outside fighting with one another. We are all most to the end, as they brought my things in my mom was asking me do you have a black chair and tubs with no lids? I said no thats not mine furniture. They moved my washer and dryer in and would not take my refrigerator in the house. I was told they world set my furniture up and they did not. It was after midnight and they left my refrigerator outside.

  Business Response

  Date: 10/10/2022

  Hello,

  We are sorry to see the move did not go as smooth as we all would have liked. We are sorry there were delays with the carrier, there are unforeseen circumstances that can and do occur on the road when traveling hundreds if not thousands of miles. *** movers should have known that the customer had already paid the Zelle payment. We as the broker on the job do apologize for that. I does appears the carrier had no way of confirming being that the delivery was taking place after normal business hours. We will be reaching out to the carrier to ask why they did not resemble items, left items outside, and also when they are coming out to retrieve the items that were not the customers. We as the broker will do what we can to advocate on the customers behalf with the carrier. We are truly sorry for any and all inconvenience. This carrier will more then likely lose their contract with us to perform moves.

  We will see that the customer service follows up as to resolution. 

  -Compass Moving Group