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:03/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday November 30th I received a quote to move from ******* Fl to ***** OK from ******. I had shared that the items to moved were a couch, a love seat, and 50 medium sized boxes and was quoted $1700 and was told this was all inclusive- Fuel Surcharge, tolls, mileage, and basic insurance. No hidden charges and fees. I have the Bill of Lading showing where when the move was said and done, I was charged $4322. The additional charges include a $472 charge for a fuel surcharge, a $700 charge under "Other" and a general doubling of the initial quote because according to the driver I was "underquoted by the sales ***** When I voiced my concern to the driver at pick up, they told me that if I didn't agree to the price, they would just unload the truck right there. On top of these additional charges, the driver was 2 hours late to pick up my belongings, the driver was 2 days late delivering, and was non communicative the entire time. I would attempt to call them and text them multiple times over the course of the week and when they finally answered they told me they would arrive on Saturday and didn't show up until Sunday but didn't communicate the change in delivery time. Finally, when they arrived, many of my belongings showed up sopping wet and boxes were destroyed. I had to purchase a new lamp shade for $30 and throw out a cloth foot stool worth $300.

  Business Response

  Date: 03/20/2025

  Thank you for reaching out and sharing your concerns regarding your move. We take all customer feedback seriously and appreciate the opportunity to clarify the details of your experience.
  
  
  As a brokerage company, we facilitate the booking of moving services with licensed and insured carriers. We provided you with an estimated quote based on the inventory list you provided. However, as stated in our agreement, the final cost is determined by the actual cubic feet used on the truck. In your case, your final inventory exceeded the original estimate, which resulted in an adjustment in price by the carrier. We attempted to conduct a ***************** call and sent a follow-up email prior to your move to verify the accuracy of your inventory, but unfortunately, we did not receive a response.
  
  
  Regarding your concerns about the pickup and delivery schedule, we want to emphasize that move dates and times are estimated and cannot be guaranteed, as explicitly stated in the terms and conditions agreed upon at booking. Factors such as traffic, weather, and logistics can impact scheduling, and while we strive to ensure timely service, unforeseen delays can occur.
  
  
  We stand by the service we provided and believe we fulfilled our obligations as your broker. If you have any additional concerns, we are happy to discuss them further.
  
  
  Sincerely,
  ****** ************************************* manager 

• Initial Complaint

  Date:01/29/2025

  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.

  Contracted with Movewise Group LLC on 9/1/2024 Reference No: D5292960 I paid a $900 deposit on 9/1/2024 to ******************************* per their request. Confirmation WFCT0SGZVK3M They asked for ZELLE or WIRE TRANSFER. I know I should have known at this moment they are not to be trusted. I thought Zelle was protected, it is not. I quickly found out that they misled me to believe they were a moving company and they're a BROCKERS. They paired me with a moving company (**************) who honestly told me they could not honor their quote - price for the same list of items would be 3 times what they ********* that moment, I asked for a refund. They refused.I continued to try and get paired with a company who would honor their quote or get a refund for months. From 12/11/2024 to 1/24/25 I called and emailed and texted repeatedly most communications going without any reply, when they did reply they refused to refund and did not set me up with a moving company. I finally got "confirmation" that the moving company would be calling me 2 days before my move. When I asked for the name of the moving company so I could vet them they refused to provide it. This is against the law, moving company brokers are required to disclose their list of moving companies per *****. The day before my move a moving company called me and would not confirm they would honor the price - they said they would take to Movewise and call me back with confirmation they would honor the price - this did not happen. I made other arrangements for obvious reasons. The day of my move a mover called me that they were on the way to my house. This was not confirmed and scary, a strange man was sent to my home without my knowledge or awareness. This company is absolutely no good - I do not want others to get scammed like I did. Will you please make sure they cannot do this to others? Legally, they have to refund my money and refuse. They changed their ZELLE info to avoid issues with Zelle...

  Business Response

  Date: 02/03/2025

  We appreciate the opportunity to respond to this complaint and provide clarity on the situation.
  
  
  First and foremost, we take customer feedback seriously and always strive to provide fair and transparent service. However, in this particular case, the complaint is not an accurate reflection of the facts and timeline of events.

  
  1. Misrepresentation Claim:
  The complainant claims that she was unaware Movewise Group LLC is a broker and not a direct moving company. This information is clearly outlined in our contracts and communication, in accordance with all regulatory requirements.

  
  2. Deposit and Payment Terms:
  The $900 deposit paid by the customer was agreed upon as part of the legally binding service contract. We provided multiple confirmations regarding the payment terms and explicitly stated that the deposit is non-refundable once services have commenced, as outlined in our contract.

  
  3. Repeated Service Refusals:
  After multiple attempts to accommodate the complainants moving requirements, including coordinating with several moving companies to meet her requests, she repeatedly declined service. Each company attempted to work with her inventory list and schedule but faced resistance when the final pricing is based on the customers expanded inventory and revised move dates were presented.

  
  4. Contractual Obligations Fulfilled:
  Movewise Group LLC made every effort to fulfill its contractual obligations. Despite extensive coordination efforts and confirmations with different moving partners, the customer consistently refused service and proposed paying only the price she deemed acceptable, despite documented increases due to inventory changes.

  
  5. Compliance with ***** Regulations:
  Movewise operates in full compliance with ***** regulations, including transparency regarding partnered moving companies. The complainant was informed that the final company would contact her prior to the move. When this happened, she again refused service.

  
  6. Safety Concerns Allegation:
  We categorically reject the assertion that any unverified or scary individuals were dispatched to her residence without notice. Licensed, vetted movers were confirmed for her service per our process.
  
  
  Given the consistent refusal to accept service, repeated changes to the inventory and schedule, and the fulfillment of our contractual obligations, the complainant is not entitled to a refund.
  
  
  We understand moving can be a stressful process and regret that this experience did not meet her expectations, despite our extensive efforts to accommodate her needs. Movewise  LLC remains committed to ethical business practices and customer satisfaction. 
  

  
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22873078
  
  I am rejecting this response because:

  1.  Movewise Group LLC absolutely mislead me into believing they were an actual carrier when we initially spoke.  I did not read the fine print but that does not give a company the right to lie. I know I was dumb to believe them (believe a company that only accepts payments via Zelle or Wire Transfer).  I want to make sure others are not scammed like I have been.  I thought ***** was protected by my bank, I have come to find out it is not. 
  
  ******** with Movewise Group LLC also told me they were a member of the *** and a PRO-MOVER. This is also a lie and it is on listed on their homepage.  See attached as proof.  Movewise Group LLC has at least one complaint filed with the ********************************************  If this is not resolved, I will be filing a complaint as well (with the ******************************************* as well). 

  2.  I provided a deposit for a service that was not provided to me.  I gave Movewise Group LLC 6 weeks to pair me with a carrier willing to honor their price.  They did not.  I asked them to provide me the name of my assigned Carrier 17 times, with no reply.  The 1 company they paired me with told me that they never formally accepted the job and declined to honor their price.  American Eagle told me their quote for items was way too low.  I can provide all communication needed.  I attached my email correspondents with this group to my original complaint.  

  **I have attached proof that the ******************************************* requires moving brokers to disclose a list of their brokers.  Movewise Group LLC would not provide a list or the name of my assigned carrier, this is illegal.  See attached.

  3.  This is a downright LIE.  I never once refused service and repeatedly tried to get set up with a carrier (over 6 weeks).  See sample of communication I sent in my original email. Let me know if you need additional records of communication.

  4.  Again, a downright LIE.  I made every effort to get set up and move forward with them.  See communication I sent in the original complaint. 

  5.  Another lie, Movewise refused to provide to me the name of my carrier.  See attached and email communication sent requesting this information over and over. 

  6.  A man I didn't know called me and said he was on the way to my house without my knowledge or approval.  This scared me.  See original complaint.  

  This company lied to me and is lying to you.  I NEVER refused to accept service (the exact oppotsite), I tried to get set up with service for 6 weeks.  Movewise Group LLC took a $900 deposit from me and did not set me up with a carrier willing to honor their price. I gave Movewise every opportunity to set me up with a carrier, provide that name and move forward (as you can see from the communication this did not happen over a period of 6 weeks).  I can and will provide proof of all communication.  

  Facts:

  I was misled and lied to (they're lying on their website home page).
  I was not set up with service after trying for 6 weeks to move forward.
  I did not once refuse service; I tried for 6 weeks to get set up.
  A business cannot take - via Zelle - $900 from me and not provide service.  
  I gave them every for a peaceful resolution.  I asked to be set up with a carrier or refund my deposit- I tried repeatedly over 6 weeks to work with this company.  
  
  This is my exact request to Movesise Group at least 17 times of 6 weeks: 
  
  "Can we peacefully resolve: 
  
  1. Honor your price and set me up with a carrier today (this includes telling me who they are). 
  
  Or 
  
  2. Refund my deposit and this is done, you will never hear from me again. 
  
  You legally have to disclose who your carriers are, I am just asking who my carrier is! 

  Sincerely,
  
  ***** ****"

  They refused both options giving me no choice but to take additional steps.

  I gave Movewise Group every opportunity to provide service or refund me, they refused.

  Please let me know if you need any additional documentation or proof.

  Thank you BBB, 

  ***** Lutz 

  Business Response

  Date: 02/04/2025

  We appreciate you taking the time to share your concerns. While we understand your dissatisfaction, we respectfully disagree with your claims and would like to clarify a few key points
  1.Clear Disclosure: From the initial conversation and throughout the process, we were transparent about our role as a moving broker, not a carrier. This was also outlined in the documentation you reviewed and agreed to.
  2.Service Efforts: We diligently attempted to connect you with multiple carriers within the agreed-upon terms. Unfortunately, you found it necessary to harass all of them into changing their processes of completing a move. Which just isnt going to happen. 
  You were repeatedly making demands of them and when they said they cant promise you a price without seeing your items you called us and said they wont honor your price.. it clearly states on the contract we gave you an estimate but the actual charges will be based on actual cubic feet and services needed to perform your move. 
  3.Documentation: All communications, agreements, and obligations are documented in writing, including your acknowledgment of our terms of service.
  4.Compliance: We adhere to federal regulations, including our obligations as a moving broker. If any additional information is required on this matter, we are happy to provide clarity.
  5.Refund Request: Based on the agreement and the services rendered, including coordination efforts, we maintain that you are not entitled to a refund.
  We value honest feedback and understand this outcome may not align with your expectations. Nevertheless, we believe we operated fairly and within legal and ethical guidelines throughout our engagement.
  Should you need further clarification, please do not hesitate to contact us.

  Customer Answer

  Date: 02/04/2025

  I am going to reply to the business now.

  I wanted to make sure you have my proof, documentation to back-up all claims.

  Movewise Group LLC is not an ethical company.  They lied to me, they lie on their website, they took $900 from me and refused to offer service after I tried to get set up over 6 weeks, please see email communication (attached).  

  Thank you, ***** Lutz 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22873078
  
  I am rejecting this response because:
  

  Movewise Group LLC is lying.  I have attached our communication from 12/28-1/22 (see attached document titled - PROOF I WAS NOT OFFERED SERVICE...).

  As you can see from the attached document detailing our communication, I asked Movewise if I was set up with a carrier and if so, who they were - 19 times.  They did not answer my question or provide me the name of my assigned carrier.  

  Below is a breakdown of each day I tried to move forward and get set up with a carrier.  Please see attached email communication.  They refused to tell me if I had been set up with a carrier and if so the name, for weeks.
  
  *******, who claimed to work for Movewsie Group LLC messaged me on 1/13/25 at 1:48pm that my carrier would be calling me on 1/15/25.  This never happened, I followed up repeatedly as you can see with no reply. 
  
  I gave Movewise every opportunity, I was flexible with my move date, and I tried for weeks to set up my move! 

  Below are the days I asked Movewise who my carrier was (see attached document titled - PROOF I WAS NOT OFFERED SERVICE...)

  19the time I asked to get set up with no reply to my question (who is my carrier).  1/22/25:  
  18.  1/21
  17.  1/20
  16.  1/19
  15.  1/18
  14.  1/17
  13.  1/16
  12.  1/15
  11.  1/14
  10.  1/10
  9.  1/9
  8.  1/8
  7.  1/7
  6.  1/6
  5.  1/4
  4.  1/2
  3.  12/31
  2.  12/30
  1.  12/28/24

  I have backed up my claims.  I never write complaints, this was blatant fraud - they took $900 from me and did not provide me the contracted service, this is against the law.
  
  I repeatedly messaged and called them because they were not responding or providing me service (as you can see from attached email communication trail). To claim I harassed them after I paid them for a service, and they ignored me for weeks and did not set me up with a carrier is absurd (I was trying to set up a move that I paid them for)! 

  To recap:

  1.  Movewise Group initially lied to me, they told me they were a member of **** and a PRO MOVER and it is listed on their website.  I have provided proof this was a lie directly from the ****. (See attached). 

  2. I gave Movewise every opportunity to set me up with a carrier (honor their contract) or refund me.  I tried to get set up for weeks.  They ignored my communication, see attached.  I asked them to pair me with a carrier and let me know the carrier was 19 times with no answer to this question (see attached).  Attached shows proof they did not provide the service I paid them for.  

  3.  I provided proof that moving brokers are required to provide a list of their carriers, they refused to tell me who my assigned carrier was (you can see the proof of this in our communication).  This is against the law. 

  4.  I paid Movewise a deposit of $900, they did not provide me service and refuse to refund me.  (See communication as proof).  This is fraud.

  Please let me know if you need any additional documentation.

  I have backed up my claim (see all attachments). 

  Thank you, 

  ***** Lutz 

   

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was a horrible experience from start to finish. First the movers arrived extremely late on April 26, 2024, , making it so we could not move until the following day. Then they told us the actual price was double the quote, but did not provide us with documentation or an explanation as to why.The office is hard to reach, and does not return messages.The movers arrived a day after they said they would to deliver our belongings and we were not home so they dumped all of our items onto our lawn, breaking a few expensive things and requiring us to move everything in ourselves. When I called about a discount for the horrible experience I was offered a $100 by the subcontracting movers, not by Movewise itself.I was given a form to complete to file claims for the broken items and told I would get an explanation as to why the cost was double the quote. The complaint is filed against the subcontracting moving company, not Movewise itself. When I asked about filing a complaint against the parent company, who is technically responsible, I was told the owner would be in touch with us. That was over a month ago and I have been ghosted since with no further replies to my inquiries.We simply are asking for the inventory sheet to see why we paid so much more. We paid for the service but are just wanting to see the discrepancies in writing. It should be an easy document for them to produce.

  Customer Answer

  Date: 06/11/2024

  This is the estimate. No inventory for the change in price was given. 

  Business Response

  Date: 06/14/2024

  Dear, ***********************,

  Although we sincerely appreciate you bringing this matter to our attention and we understand that you were less than full pleased with your service, We must redirect you as we have done throughout the handling of your move. We are NOT the "parent company" of the carrier that you signed the bill of lading with or that completed your move. We are the the Moving broker you booked with and we assigned a carrier to your move. regarding schedule pick up or drop off you signed our order for service upon booking which clearly states:

  "ESTIMATED TIME OF ARRIVAL TO YOUR PICKUP/DELIVERY LOCATION: PICKUP AND DELIVERY DATES ARE ESTIMATES AND ARE NOT GUARANTEED UNLESS PREMIUM GUARANTEED SERVICE (P.G.S.) is purchased and specifically defined in a line item on this *************************************** (SS) Pick-Up Dates and **************** Delivery Dates are estimates.  Normally, we can achieve the Estimated SS Pick-up and SS Delivery Dates.  SS Pick-Up and SS Delivery Dates are estimated based on what we believe we can achieve but are not guaranteed due to circumstances beyond ours or anyone's control such as: employee emergencies, inclement weather, accidents, mechanical failure, catastrophes, unforeseen circumstances and or other acts of God.  MOVEWISE LLC will not discount or refund any account due to any delays in SS Pick-Up or SS Delivery. We will work diligently to achieve the Customers expectations and we will keep the Customer informed verbally and or via text/email concerning revised Estimated Time of Pick-up or Estimated Time of Delivery depending on the achievable situation or schedule."

  As for overage charges those charges were determined based on the actual items you had the movers move and were agreed upon by you on moving day.

  as described in this part of the order for service signed by you.

  "Please note that the inventory items listed on this Binding Estimate are based on your description of the amount and size of the items to be moved.  The total amount of Items and Volume of the move are an estimate and are not guaranteed unless an onsite visual estimate was performed. The inventory provided by you on this Binding Estimate Cost for Service is only used as a tool for the carrier to generate your total cubic feet (Volume Amount). Any additional cubic feet or any additional services added on move-out day will result in an additional cost based on the terms the Binding Estimate Cost for Service (once booked) and our full Tariff. This estimate includes labor, loading, unloading, and basic valuation and is not a contract for services or guarantee of any kind. All items being shipped must be properly packed or they will not be moved.

  As for the delivery situation according to the carrier the items that were "left outside" were simply a staging area before being brought into the home.

  We have been available for every call made during normal business hours and returned many calls and have done our best to play mediator between you and the carrier who moved you. We have walked you through the claims process for any damages as well. Whatever damages that you are claiming must be made through the carrier as well, 

  Although we were not directly responsible for schedule pick up or delivery delays as well as any price increases or any damages that *** have occurred, We have and will continue to help you as well as any of our customers achieve satisfaction and work towards an amicable solution for both our customers and our carriers. please feel free to continue to reach out to us and we will continue to help in any way possible.