Complaints

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• Initial Complaint

  Date:10/04/2022

  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.

  We contacted them in Aug 2022 to move us across the country. They quoted us $6587 we gave them inventory list and modified this list as we were clearing out our home. When they arrived they raised it to $10,891. we called to tell them that the measurements we had we asked for the deposit back it was then they told us it was nonrefundable. we continued so we wouldn't lose that money. We were told not worry, in the end that we wouldn't be charged for the space unused, this was protocol to ensure there was enough space on the truck and we wouldn't end up being charged for space, the movers came and told us they could not move us for the quoted price, and that we had to pay at least $3000 more. The cubic feet they initially quotes would not even get half of our stuff in the truck. Do not get scammed.

  Business Response

  Date: 10/05/2022

  Hello,

  At the end of the day customer have to pay for what they move. If we have an initial signed agreement for a certain amount of cubic feet, that is what the mover is prepared to come out and move. In the event they have additional items, they have to be paid for. In this case the mover gave them the option to stay at the original amount and the cost would not increase. When they arrive, they perform a walk through and give customers a worse case scenario if there are additional items not listed on the paperwork. We do not understand why they feel the word scam is appropriate. When reviewing the paper work it does appears they did move forward with the move and left behind the exercise equipment which we can all imagine would incur additional costs as they are large and bulky. 

  The estimates are not only our's, as stated in the contract, customer are responsible for providing an accurate description of the items being moved. We feel some accountability needs to be taken on their end. 

  If further assistance is needed, please reach out to the customer service department as we are here to help in any matter needed. 

  Thank you,

  -Compass moving Group

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18166700
  
  I am rejecting this response because:

   

  If you look at the list they took, we only added 2 things, we had less boxes that in our estimate. Our agreement quote had **** Cf, on *** Vans Invoice it has **** CF + 450 which should have been only an additional $2160.00.

  On our singed agreemnent with Compass is says: 

  This Moving Estimate Includes The Following:

  
  Professional door to door service.
  Expert advice and guidance throughout the course of your move.
  Disassembly of all standard furniture required for safe transport.
  Reassembly of all items that were disassembled by the movers on the day of pick-up.
  Wrapping of all furniture with quilted/padded moving blankets.
  Itemized inventory indicating condition of items at origin prior to loading.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges.
  Standard cargo protection up to $10,000 based on **** cents per lb. per article; if selected at the
  time the estimate is prepared, estimated cost of the full value protection option at varying
  deductible levels. (This is an estimate. The actual cost is determined by your selection on the
  *************************** of lading, as per the carrier's tariff).
  NO elevator charges.
  NO charge for packing tape and moving pads.
  NO date change penalties if the request is made 7 business days before your original scheduled
  pick-up date

   

  We got charged $150 for Bulky items

  $1510.20 Binding EST origin/Destination FEE (this was supposed to be included per Compass estimate signed)

  Admin fees $250.00

  Materials for packing $650.00 (your contract states "NO charge for packing tape and moving pads.")

  I stated from the beginning my Company was paying for the move, I provided your original estimate and that is what the check was cut for, then you raise the price to $9863.20, they did not pay me for that additional. If you would have been honest from the begining they would have paid upfront for the total owed, now, i had to pay out of my pocket when you stated no additional fees for packing materials or gas were going to be added. 

   

  Please provide a Itemized inventory indicating condition of items at origin prior to loading to compare to my original list I provided. 

  Look at your contract and *** ***** (your contractor) invoice they charged me for what you said i was not going to get charged. 

   

  Very disappointed.

   

   

   

   

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

  Business Response

  Date: 10/07/2022

  Hello,

  Customer need to understand, we are not responsible for an inaccurate inventory. We never went to the home, therefore, we have to go off of what the customer tells us they are **********************. Packing material is not just tape, this can be filling for boxes, bubble wrap, srink wrap, etc. However we will request the paper work from the carrier to confirm. When additional items are added this indeed does influence the gas to increase, this is standard. Customer needs to understand that we are the broker on the job and our job is to locate and dispatch a licensed carrier to dispatch to the job. This was done on our end. The agreement that we provide is an estimate. 

  Finally, we are here to advocate on the customers behalf, however, this complaint should be directed towards the carrier who was out there and made the adjustments on-site. We have attached their info below.

  Agent: SKYVANL 
  ************ - ***********************
  14937 *********************************
  Mission Hills, 91345
  DOT: 2362688 MC: 809843
  ************ office ************

   

  Good day,

  -Compass Moving Group

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18166700
  
  I am rejecting this response because: Hello! I have no idea who "SKYVANL " vendor is. My lease contract was signed through your company, nowhere in your contract that I signed does it say you subcontract people to move us. 

  Again, the quote i signed says no Extra cost for Fuel, packing materials. Please read your own estimate lease that we signed. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/21/2022

  Hello,

  We have gone ahead and attached the signed contract by the customer. If you review the terms and condition it most certainly does state that we are a moving broker. Our job it to locate and dispatch a licensed carrier for the move. In the event that the move size increases, additional fuel and other costs can and will be incurred. The customer signed multiple times at the bottom of each page for the terms. 

   

  Good day,

  -Compass Moving

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18166700
  
  I am rejecting this response because:

  Again, the estimate provide by the carrier was a lot more, if you do not  know how to properly quote you should not quote. Let them come out and quote. 

  Misleading, and taken advantaged of. It's been past 21 days and I do not have my stuff. Over charged , dishonest service. 

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