Complaints

This profile includes complaints for Safe Ship Moving Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safe Ship Moving Services LLC

  7789 NW Beacon Square Blvd Boca Raton, FL 33487

• 

  Safe Ship Moving Services LLC

  200 Knuth Rd Boynton Beach, FL 33436-4629

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

• Initial Complaint

  Date:08/21/2025

  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 was looking online for a local moving company here in **********, **. I called a local number, but was connected to Safe Ship in *******. I asked why I was connected to them, and was told that when other companies were busy, the calls were directed to them. After talking with the representative about what we needed, he quoted me nearly $4,000. I clearly told him we were only moving 10 minutes away from our current home. I asked how much it would cost to move just the furniture and some appliances, and we got it down to *****. I still thought that was very high. The movers did arrive on 08/10, but they claimed they could not move the refrigerator up the stairs from the basement because it didnt fit. Clearly someone got it down there in the first place. I called Safe Ship and was told they were sending other movers over to help, but they never came or called. After many phone calls, ******* at Safe Ship said they would be coming that day. They never came or called. More phone calls and was told they would come on Monday but they would call a half hour before they came. No call until 9:00 pm. They claim they went to our old house at 8:45 where my son now lives and were refused entry. That never happened either. They said they even had a recorded call to prove it. They may have recorded my conversation when I told them not to go pick up the fridge since my grandson was already sleeping and 9:00 pm was a ridiculous time to be moving furniture, especially considering the amount of money we already spent . I was told the next day they would not reimburse us OR move the fridge since we denied entry. They also broke a slate in our coffee table and tried turning it upside down so we wouldnt notice, and they lost a rocking chair cushion. We never got a receipt for any of this either!

  Business Response

  Date: 08/22/2025

  We hear your concerns and understand how upsetting this experience has been for you. The issues with timing, communication, and care for your belongings are not the experience we want for our customers. A member of our customer experience team will be reaching out to you directly to review what happened and try to work toward a resolution.

• Initial Complaint

  Date:08/19/2025

  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.

  Safe Ship moving hired an unreliable company to do my moving.- They tried to doublecharge me - We fought this and ultimately measured the amount of truck space we were taking up. It was 540 square feet, compared to 1000 sf they told us.- They lost the hardware to my bed. I did not have a bed to sleep on for over two weeks after my moving truck arrived.- They broke an antique and tried to cover it up.- They hired movers off ********** who I believe were homeless due to their smell/appearance. I did not feel comfortable with these men in my home.- The major issue is I did not have a bed to sleep on for two weeks. I am responsible for getting the new hardware for my bed and getting a handyman to rebuild my bed. They are paying me $350 to buy the hardware/hire the handyman. They are not discounting my services at all. I have had terrible back pain and have not slept well for weeks. This is unacceptable and they refuse to help ***** is safe ship's job to advocate with the movers they have hired and they are unwilling to do this for me. I have spoken to every level of their customer service team and their customer service is awful. They hung up on me on the phone. I don't know where else to go to be treated fairly.

  Business Response

  Date: 08/20/2025

  Thank you for sharing your experience. We understand how upsetting it is to deal with missing hardware, damages, concerns about the crew, and the stress of being without a bed for weeks. That is not the type of experience we want for any of our customers. Someone from our Customer Experience Team will be reaching out to you directly to work toward a resolution.

• Initial Complaint

  Date:08/18/2025

  Type:Order 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.

  Hired Safe Ship moving company to relocate from *********** to *******, paid 10.000.00$ thought it was done contacted by Century Moving Company paid again because couldnt get back initial deposit and was locked in didnt want to loose thousands of dollars. Spent 2 hours on phone going room to room with ***** ******** of contents of house ( Safe Ship employee) unbeknownst to me contracted out to Century Moving Company. Spent close to 24,000.00$ . Picked up contents on July 13th,2025 and held till the 30th then shipped out, arrived August 13 and informed me I had to pay additional ******* to deliver. I googled after the fact and it said never pay, they brought my possessions to I have no idea and I paid the balance which was shy of ******* $ and again charged me 350.00$ for storage but would not tell me where my contents were. Multiple calls to Safe Ship and Century Movers to no avail then Friday evening after business hours received email stating sign waiver and we will tell you where your belongings are. Would not sign Waiver because I have not seen my possessions since July 13th. My possessions are being held despite written confirmation that I am paid in full. Cannot get anyone to help me. I am a single disabled senior female who has been living in my home since July 30th without bed, furniture,cookware etc. all the means to live daily. I have had unforeseen charges due to having to purchase and eat.

  Customer Answer

  Date: 08/19/2025

  Please see attached emails.

  Business Response

  Date: 08/19/2025

  We understand how distressing this situation is, and we take your concerns very seriously. What youve describedunexpected additional charges, lack of transparency, and difficulty locating your belongingsis not the type of experience anyone should go through, especially on such an important and costly move. We want to assure you that we will be reaching out to you directly to review your file, confirm the details of your move, and work toward a resolution. Your feedback is important, and we are committed to assisting you.

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23763264
  
  I am rejecting this response because:no one has tried to contact me, I went to Shelby County Sheriff yesterday to no avail its a civil matter. I have until August 30th for storage at the whereabouts I dont know. Dont know where and how my items are being stored can only hope its in a climate controlled facility.
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 08/22/2025

  We understand how stressful this situation has been for you. Our records show that a member of our customer experience team has already been in contact with you, and we will continue working with you directly to try to work toward a resolution and provide clarity on your shipment and storage.

  Customer Answer

  Date: 08/22/2025

  More Dear ******* *** ,
  I wanted to clarify the process regarding your delivery. The movers are unable to provide storage information until all required paperwork has been signed. This step is necessary to confirm and finalize your delivery arrangements.
  Please note that delivery will not take place until the paperwork is completed and signed. Once that is done, the movers will provide you with the storage address and proceed with the delivery as scheduled.
  We kindly ask that you complete the paperwork as soon as possible so that there are no further delays with your delivery.
  Thank you for your prompt attention, and please let us know once this has been completed so we can help move things forward.
  Best regards,
  Samantha 
  Safe Ship Moving Services
  Customer ******************
  **********************  
  **************
  **************************************************************************************
  ************************************************************************************
  ******************************************
  CONFIDENTIALITY AND PRIVACY NOTICE:
  
  This email and any attachments may contain confidential, proprietary, or privileged information intended solely for the designated recipient(s). If you have received this communication in error, please do not read, copy, use, forward, or disclose any of the information contained within. Instead, please delete all copies of this email and any attachments, and notify the sender immediately.
  DISCLAIMER:  
  The content of this email is provided solely for informational purposes and reflects a potential business arrangement that is not legally binding. No contract or agreement shall be deemed to exist or be inferred from this communication unless a formal written agreement is executed by all involved parties. Safe Ship Moving Services makes no representations or warranties as to the accuracy or completeness of any information contained herein.
  For more information, please visit our website at **********************************.
  By communicating with us, you consent to the monitoring or recording of any communication to ensure compliance with our internal policies and applicable laws

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23763264
  
  I am rejecting this response because:the last email I received from SafeShip is to sign waiver and delivery will happen. When speaking with representative it was an error that they will deliver goods just give me possession of my goods. Cannot reassure me that my belongings are in climate control facility or where they are. Cant help but feel I have no other course of obtaining my possession to sign waiver, are literally holding my possession hostage and this feels like a form of blackmail. The waiver form doesnt even have the right address on it, it says ******* **abama and its Chelsea ** *****. Will try to send copy of email and would like your interpretation. I asked for a document stating I am paid in full and I am put on hold and no solution.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:08/17/2025

  Type:Order 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.

  Early July 2025 I called Safe Ship MOVING. At no time until today (8-17-25) did they ever inform me that they were NOT a moving company. They led me to believe they were a moving company, I gave measurements of my household furniture to be moved & a price of just over $5,000 was agreed as I am a retired senior citizen on a fixed budget. Today, the company called me to go over the list of items being moved - the same detailed list as originally discussed in great detail. I asked if their movers were coming up from ******* where they were located. To my shock, I was informed, just three days before my move, that they were not moving my things, that a company by the name of EZ ******************************** would be doing that & admitted for the first time that they are only a "moving brokerage" company. We went over the list of items to be moved which had reduced since the original list, now a large desk, desk hutch, kitchen cart on wheels and a cabinet were not going; we added a 50 lb. clock. The total weight of the items not going far exceeds ten times the weight of the clock. The new price was now $8,586.84 FOR FEWER items on the truck - about $3,000 more than the original agreed price. I paid two deposits on my Mastercard totaling $3,505.24, He agreed to reduce the price to $7,519.48 - still about $2,000 higher than agreed originally agreed upon. The original contact person knew that was my budget or I had to go elsewhere and he accommodated me - NEVER TELLING ME THAT ANOTHER COMPANY WAS INVOVLED WHO COULD CHARGE ME MORE. BAIT AND SWITCH! I see that in the past year 606 complaints were lodged against SSM with 302 being closed in the past year. Since I was mislead, I want them to honor the original price & waive any EZ additional charges which may occur. My lease expires 8/31; to extend it another month will cost me over $2,000. I want them to honor orig. price & absorb any additional EZ charges. New address ***************************************************************************************

  Business Response

  Date: 08/19/2025

  We know how stressful and frustrating this must feel, especially with your move coming up soon and the budget concerns youve shared. Well be reaching out to go over your file, address the pricing issues, and work toward a resolution.
  

• Initial Complaint

  Date:08/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this review to warn others about my experience with Safe Way Moving and ******* ****.On July 16, 2025, ******* **** presented my wife and me with a contract through ************************************* that included $136,000 in insurance coverage for our move. After we agreed, that contract was later deleted and replaced without our knowledge. We were told it was the exact same contract with only minor price updates. That was not true.The new contract contained forged initials and a forged signature from my wife on Option 2, which only covered our belongings at ten cents per pound instead of the full coverage we were promised. This was never agreed to, and it is clear ******** a result, we suffered major losses and damages:A limited edition art piece (#*** of 500 worldwide) by ******* ****.A collectors art piece titled State of Mind (Sin Nada) by Brazilian artist BNS.Master bedroom glass nightstands, completely shattered.and 3 High end ultra thin flatscreen TV's.This entire situation was handled with deception, negligence, and fraudulent practices. What began as a move with promised protection turned into a nightmare where our contract was tampered with, our signatures forged, and our valuable property destroyed with no accountability.Consumers should be extremely cautious when dealing with Safe Way Moving and ******* **** who will disappear during the H3135333933373***3133H process. Based on my experience, I cannot recommend them to anyone.

  Business Response

  Date: 08/19/2025

  We understand how serious and upsetting this situation is, especially given the concerns youve raised about your contract, coverage, and the damages to your valuable belongings. What youve described does not reflect the level of transparency and accountability that should be expected during a move, and we take allegations like forged signatures and altered agreements very seriously. A member of our customer experience team will be reaching out to you directly to review your file, address the insurance and damage concerns, and work toward a resolution.

• Initial Complaint

  Date:08/16/2025

  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 paid safeship $2009.94 on July 20th. I paid ver van lines about $1017 on July 22nd at pick up. The entire time the companys been telling little lies like being veteran owned. they lied saying that certain things would happen, like at pick up the ******* asking which date I would like my things delivered. as of today, August 16th they have told me that the date on file is August 5 but the day that I had to call to give them to deliver my things was August 3. So from pick-up to today, they still havent found a driver to deliver my things to me. My things have been transported from, Im assuming, warehouse to warehouse or truck to truck and Ive been calling weekly. nobody wants to deliver my things. I started working a few days ago meaning I wont be available for any sort of delivery now and Im anticipating having extra charges due to that. Im also anticipating that my things are damaged and most likely missing due to how the inventory was done. At first they lied to me on the phone and said that they had an inventory done already and they knew what things that I had in my unit. Yet during pick up is they started the inventory incorrectly against my protests. I have a tiny dresser with three drawers and its written down as box which is false. So they can get my things mixed up with somebody elses very easily. They claim that they have 30 business days to deliver my items. I, myself, drove from ***** to **************** in three days and I know that it would take a truck driver significantly longer than it takes a sedan. They claimed that they would call me back within a few days regarding insurance and Ive never received a call. I called them back to inquire about me getting insurance for my things and they claim that the window to get it had already passed, which is completely different than what they told me on the phone before. Ver van lines have been very rude hanging up on me and cutting me off when I ask questions.

  Customer Answer

  Date: 08/16/2025

  I watched the movers drop my furniture multiple times, look to see if I saw, and rush to cover it up. My dollys wheel fell off while they were using it and they didnt even attempt to let me know. They immediately hid in around a corner out of my view, even though I saw the entire thing. They didnt speak English, so I expected them to call safe ship or Ver van lines to translate their mistakes for them. All my furniture is brand new. So  before it was loaded into the truck, they had damaged my things.

  Business Response

  Date: 08/19/2025

  We understand how difficult and frustrating this experience has been for you, especially with the delays, unclear communication, and concerns about your belongings. What youve described is not the level of service you should expect, and we take this very seriously. A member of our customer experience team will be reaching out to review your file, address the delivery concerns, and work toward a resolution.

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23756302
  
  I am rejecting this response because: I still havent received my items and I dont want this case to close before I do. The initial delivery time frame I gave on the phone after pickup was between 2 Aug and ********************************* starting work on the 13. Its not my fault if this wasnt turned over correctly because I did my part. Not even the date of delivery that the person put on my file was correct and the information I gave wasnt passed on. I made this complaint on 16 Aug and its currently 1 Sep still no call from ************* to confirm my furniture actually being in transit. I was told that my furniture was being loaded in a truck with 2 other customers items and i asked for physical proof of inventory when they removed my things from the storage unit, but they cant provide. Nobody told me if the storage units were ventilated or whatnot. How do I know my items arent damaged? I go back to work on Tuesday. when I spoke to someone about delivering my items, his only focus was me removing this complaint and not talking to safe ship. He sent an email of an apology, without the promised included attachments that he agreed to over a phone call. Im being told that delivery is being delayed and Ill be getting another discount. My furniture was picked up on July 22nd and its September right now. I feel like there was ample time to come up with a more organized plan for delivery, especially since I was so open about my situation to everyone I talked to. I would like to actually move into my apartment and be able to focus on work. 
  
  Sincerely,
  
  Ebema Okokuro

  Business Response

  Date: 09/09/2025

  We understand how upsetting this experience has been, especially with the delays and lack of clear communication. Your concerns are valid, and its clear youve made every effort to provide accurate information from the start. A member of our customer experience team will be reaching out to discuss your situation and work toward an amicable resolution.

• Initial Complaint

  Date:08/16/2025

  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.

  7/24/25 - contacted Safe Ship Moving services. An hour later after going over all goods to be moved (number of boxes, etc, packed by me) and items (lamps and art) to be packed by carrier, **** quoted a price that I agreed to. **** then put me on hold and when he returned he said he had made a mistake, apologized, and added $800 to my quote. I replied that this new price put him very close to another quote and he immediately offered me $500 off his new price, still $300 higher. I accepted. This agreement also included 3 months of storage I requested (thirty days free, and then $150 per month). Move window Aug 3-4. On July 31 I received a call from *****. After going back over our packing list he added additional cubic feet and another $1400 plus to our original quote. We were closing on Aug 6, and I really didnt think I had time to start this process over. I told *****, no I argued with *****, over these additional charges but received no satisfaction. I did tell him I expected a reduction if my volume was less than estimated. He said , we dont do that unless it is a significant difference. I said OK. Re-reading the contract I noted storage charges of $.50 per cubic foot ($500/month based on Scotts revision). I asked **** about that - sorry, meant to tell you, the carriers cant store your goods for the three months I told you, , but you can have 7 extra free days, Hope that helps. After loading, I was told the volume was about 800 cubic feet, less than ****s original estimate 0f 915 (approx) and significantly less that Scotts revised 1050 (approx). I took a picture of the load in the huge truck (capacity 1800 cubic feet). Since that day, Aug 3, 2025, I have been trying to receive the additional amount that ***** over charged me back from Safe Ship. Just silence mostly. I have also reached out to the carrier (subject of a second complaint) and asked for location of my goods, volume confirmation, and paperwork copies. I have received nothing.

  Business Response

  Date: 08/18/2025

  Thank you for sharing the details. If the final load was around 800 cubic feet, well below the revised estimate, that should be reviewed. Volume changes can impact cost, and this situation warrants follow-up. We'll be looking into the discrepancy and will also work on getting updates regarding your shipment and related paperwork. Your concerns are valid and will be addressed.
  
  
  

  Customer Answer

  Date: 08/24/2025

   
  Complaint: 23755815
  
  I am rejecting this response because:
  The volume is only one issue that needs to be addressed. **** addition of $800 after I had agreed to the estimate and his cancelling my three months of needed storage are the other two. Both times saying that a mistake was made.  And not just the volume, but why ***** increased it after I already had a signed accepted agreement. Im just really unhappy with this whole somewhat questionable process. 
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/26/2025

  We understand how frustrating it must be to experience changes after youve already signed an agreement, especially with added costs and adjustments to storage you were relying on. Your concerns are important to us, and we want to make sure theyre addressed. Someone from our customer experience team will be reaching out to you directly to go over your experience and try to work towards a resolution.

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23755815
  
  I am rejecting this response because: a representative has already reached out and nothing resolved. I do not want the BBB to close this case until we close this case and come to an agreement. 
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 08/27/2025

  Your decision to close the file is unwarranted. They have not addressed the underhanded tactics used to raise my estimate. They have not addressed the issue of telling me I had 3 months of storage (which helped them win my business) and later tell me I only had 37 days. They will not address the cubic volume of my shipment until it is reloaded on a truck to go to ******** (two months earlier than I need it). So please keep this open until that re-measurement takes place.

• Initial Complaint

  Date:08/16/2025

  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.

  Move started on July 30th, Price increased from $7613.10. to $14,755.59. Their scam works like this: The up front sales people befriend the unsuspecting Veteran customer to give them a false sense of security/safety playing on the Veteran to Veteran aspect of their business. They will not send anyone out to measure. They under bid the job to secure the client. Whether or not additional items are added, there is a huge jump in price just 5 days before the move when it's too late to find another mover. They force the customer to sign the new ridiculously high bid 5 days before the move, so they can move on time. an additional 25% cubic footage was added to the original order, which should have increased the move to under $11,000 taking into consideration that there were legitimate additional fees like additional packing services, fuel surcharge, expedite fee. When customer service was contacted, the agent did not call but emailed saying he had called. When a supervisor was contacted, they promised to have a manager call, which did not occur. We are seeking a refund of $3500 for unjustified overcharges. At the time of the move, the bill of lading numbers did not add up to the total. There were math errors. They wanted almost $3700 cash at the destination. The bill of lading did not give credit for the first two deposits.

  Business Response

  Date: 08/19/2025

  We understand how upsetting this has been, especially with such a significant price increase so close to your move date. The concerns youve raised are very important, and we want to make sure theyre reviewed in detail. Well be reaching out to go over your file, address the charges in question, and work toward a resolution. Please provide your move number so we can locate your account quickly.

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23755656
  
  I am rejecting this response because:  They have not called me, which is what they said they would do.  They have not returned phone calls.  They have asked for the Reference number which  is DB 6903579  and that was on my original complaint.

  The move was under ****** Marsh 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/26/2025

  We understand how frustrating it is to feel like youre not being contacted after being told you would be. Thank you for providing your reference number and name associated with the move, that will help us locate your file quickly. Someone from our customer experience team will be reaching out to you directly to review your concerns and try to work towards a resolution.

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23755656
  
  I am rejecting this response because:  their response is a canned email auto response and is the exactly the same as their other two responses.  They have no intention of giving an actual response
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/14/2025

  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.

  On the 27th of July I called Safe Ship moving company because I was in a bind due to an issue getting on base with a separate company. I received a quote that was more than I could afford and told them such. I was contacted later in the day by *** ***** who was able to bring my quote way down because we are active duty military and in a tough situation trying to get a company that could get on base and help us move. He assured me multiple times that they take care of military and we would have the nest experience but I had to sign and pay the deposit right then and there because it was a last minute booking. I trusted him when he said he would take care of us. I paid a ***** dollar deposit that day. The remaining balance was supposed to be *******. On Tuesday the 22nd, the mivers showed up at 630 pm and only had 1 truck that was partially full and 2 workers. I questioned how they would be able to do a full pack and load and unload in 1 day like I was promised. They worked until 1 am packing and then had to come back the next day. They said they would be back between 8 and 9 in the morning and didn't manage to get on base until 1 pm because the truck they had didn't have to correct documents so they had to go get a uhaul to get the rest of out things. The entire time they were packing they helped themselves to our drinks and left the trash around the house. They finally got everything loaded and headed to the new house and we're there until 430 in the morning unloading the truck. I didn't even ask them to put the boxes in the rooms or anything, I only asked that the furniture go in the correct rooms and the items that were disassembled be put back together. I ended up having to help reassemble things because they were taking so long. I had multiple items broken including the stairs in my new home. I also paid 3700 dollars instead of the 2748 I was quoted. After everything *** disconnected his phone line and was no longer accepting my calls after he said he would help

  Business Response

  Date: 08/15/2025

  Thank you for taking the time to share the details of your recent relocation experience. We sincerely regret the inconvenience and frustration youve encountered, especially given the urgency of your move and the trust you placed in us to connect you with a carrier who could meet your needs.
  Safe Ship Moving Services is a licensed moving broker, which means we coordinate your move by contracting with third-party carriers to perform the physical packing, loading, transport, and delivery of your belongings. The carrier assigned to your relocation was solely responsible for all on-site services, scheduling, staffing, equipment, handling of your property, and final billing at delivery.
  Based on your report, it appears the carrier did not meet expectations in multiple areas, including timeliness, communication, and care of your property. We take such matters seriously and will be forwarding your concerns, along with your account of events, directly to the carriers management team for formal review and resolution.
  A representative from our customer resolution team will be reaching out to you shortly to facilitate communication with the carrier and assist in tracking the outcome of your claim. Our priority is to ensure that your feedback is addressed promptly by the responsible party.
  We appreciate your patience and understanding as we help coordinate this next step.

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23745889
  
  I am rejecting this response because:

  While compensation for broken items will be necessary, the only problem wasn't with the carrier. I also feel like I was scammed by your representative *** *****. I feel like I was taken advantage of because of the timing and urgency of my situation. I was promised satisfaction because we are military and when I came to him with my problems during the process he promised to make it right and as soon as it was done I never heard from him again. His phone has been disconnected and that is a major red flag for me. I believe the way I was treated was absolutely unacceptable.

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

  Business Response

  Date: 08/15/2025

  We appreciate you taking the time to share your concerns and are truly sorry to hear about the frustration youve experienced during this process. Safe Ship Moving Services is a licensed interstate moving broker. We arrange transportation through licensed motor carriers but do not own trucks, employ movers, or directly handle shipments. This means the carrier assigned to your move is responsible for the packing, transportation, and delivery of your belongings, as well as for addressing any claims related to loss or damage.
  Regarding your interaction with Mr. *** *****, we understand that communication and follow-through are critical during a stressful relocation. We will review the details of your booking and communications to ensure any promises made are documented and addressed appropriately.
  Our customer care team remains available to assist in facilitating your damage claim with the carrier and ensuring your concerns are communicated and tracked until resolution.

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23745889
  
  I am rejecting this response because:

  I attached the photos of the text message from him during the initial submission but a lot of the promises were made via phone during the original conversation. 

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

• Initial Complaint

  Date:08/13/2025

  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.

  Safeship subcontracts their jobs. The company they subcontracted to was Ciao ***** Moving. The date they were to move me was Friday August 8th. The crew arrived within the designated arrival window, however only one spoke English and they were not efficient at all. They just dumped things in boxes without wrapping and put tape directly onto surfaces, which now have the finish removed. I called Safeship several times during the moving day to express my concern and also to the care group at Ciao *****. I was assured everything was going fine. The second to the last call I made was at 7pm to express my concern at how late it was getting and how much they still had to do. I was put on a hold and they came back saying the ******* assured them they would be done and delivered within 3 hours. Needless to say they were not and they closed the doors to the truck to head to the destination at 10pm. They just shoved the boxes inside and did not follow directions on where things should go. They rushed the delivery and still did not leave until 1:15am. Upon inspection it was noted that not everything was shipped that was listed on the inventory sheet and now they are telling me I would have to pay to have them come back out to move the items. They have been pushing the blame on me because I asked them to take 4 boxes and leave the snowblower in it's place. The items not shipped and not being credited or moved are highlighted on the document attached.

  Business Response

  Date: 08/15/2025

  As a broker, our role is to coordinate the transportation services on behalf of our customers through licensed and insured carriers. We do not own moving trucks, employ moving crews, or directly perform the physical moving or delivery of household goods.
  For your relocation, Safe Ship arranged service with the carrier Ciao ***** Moving, a licensed motor carrier authorized to perform the pickup, transport, and delivery of your shipment. While we facilitate communication and assist in resolving service concerns, the carrier is ultimately responsible for the packing, loading, transportation, and delivery of your belongings.
  We understand and take seriously the concerns you have raised regarding packing quality, handling of items, delivery timing, and missing pieces. These matters have been documented and escalated to the carrier for direct resolution, as they fall within their operational control and liability under the terms of the Bill of Lading.
  Our customer care team will continue to monitor the carriers response and assist in facilitating communication until this matter is addressed to resolution.