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:06/03/2024

  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.

  In early May we set up an agreement with SafeShip. After spending 2 hrs going thru all the rooms with a representative we came to the agreed upon price of ~13000$ for the price of the move. Upon discussion with ******* and us he assured us the a 26ft truck would hold all of our stuff and we said we did not believe that it would he assured us multiple times that it would. Well come to find out he had left a lot of stuff off the list and stuff that I didn't know needed to be listed for example he put down a queen but did not put down the headboards or footboard and we thought that it was part of the queen listed for it said queen *** with mattress. Well when they called for their review of our items for the move we had learned the hard way that things like our washer and dryer were not listed. 2 of our tvs were not listed and that things like the headboard and footboard are separate. So now we are hit with a 50% increase of the original price to cover all these things that were not listed the first time. For a total price of ~21000$. If we had known about this price originally we would of gone with a competitor company. Don't like the fact that they do this when you have no choice because you can not get another moving company on a three day notice so you either have to pay or not get your stuff moved.

  Business Response

  Date: 06/25/2024

  Thank you for sharing your experience with us. We sincerely apologize for the frustration and inconvenience you encountered during your move. Your feedback is crucial in helping us improve our services.
  It's concerning to hear about the discrepancies in your inventory list and the subsequent price increase. When estimating the cost of a move, it's essential to have a detailed and comprehensive inventory to ensure accurate pricing and proper planning for space requirements. It seems that there was a misunderstanding about the inclusion of certain items, such as headboards, footboards, washers, dryers, and TVs.
  We understand how upsetting it can be to face unexpected costs, especially when you're on a tight timeline. Our goal is always to provide clear and accurate estimates, and it's evident that we fell short in this instance.
  Safe Ship Moving Services operates as a broker, which means we coordinate with moving carriers to facilitate your move. Our representatives are trained to provide detailed and thorough inventories, but it appears there were significant gaps in the process for your move. We will review this case with the representative involved to prevent similar issues in the future.
  In signing the estimate as well as the Bill of Lading (BOL), the Customer agrees and affirms the contents herein to be true at the time of signing the agreement. We position the signature field on our estimates directly underneath the inventory and article list, so the customer knows what they are signing for and to circumvent any under or overestimations.
  Regarding the increase in cost, additional items not originally listed can lead to adjustments in the overall price, as the volume and weight of the shipment directly impact the moving costs. We strive to be transparent about these policies, and we regret that this was not effectively communicated to you. Once again, we apologize for the inconvenience and appreciate your understanding. Thank you for bringing this to our attention.

• Initial Complaint

  Date:06/01/2024

  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.

  I paid Safe Ship Moving $2000 to move me March 31st. This issue is ongoing and is not yet resolved.We spent 6+ hours on the phone with Safe Ship explaining that we had a tight moving window as we were moving out of a high-rise building with scheduled freight elevator usage. After this 6+ hours we were told that the movers would arrive at 8 am sharp on March 31st. The moving company they subcontracted (A&S Movers/Cozy Mosy LLC) did not arrive until 10 am. At this point they refused to start moving anything until we sent them $1000 via Zelle. We explained to the movers we only had acces to the elevators until 1130. At 1120 am they said they would not take any more items unless we sent them another $1000 via Zelle. As we had run out of time we had no choice but to pay more money. This is despite a quote for our items .They stored our stuff since March 31st. I was instructed by Safe Ship to email the A&S movers my first available date for move-in at my new house. I emailed on May 17th that my first available date was **** 1st. I got a call on May 20th that they would be delivering the next day (May 21st) I explained again my first available day was **** 1, which is more than 7 days out from that call. I was told that my items would be delivered on **** 1st. I sent a follow-up email to A&S Movers confirming that my move in day was **** 1st.Today is **** 1st. I have received no call or email from Safe Ship or A&S movers. I called them asking where they were. They stated they would not be delivering today. I forwarded my email confirming the move-in date to Safe Ship and repeatedly explained that I was told the date was specifically **** 1st.Similar to the 24 pages of complaints against Safe Ship, they told me that "dates are actually windows", that my items will arrive "within 2-4 days", and that it will take 30 days before I am eligible for compensation from the company for late delivery. They repeatedly pointed to the contract saying I agreed to all of this.

  Business Response

  Date: 06/21/2024

  We sincerely apologize for the distress and inconvenience you have experienced with your recent move. We understand how critical timing can be, especially when dealing with the constraints of a high-rise building's freight elevator schedule. Here at Safe Ship Moving, we always try to be as accurate as possible when dispatching and assigning a Motor Carrier to service our customers. From time to time, delays do occur despite every measure we take to prevent them. All pickup ETAs, delivery timeframes, and delivery ETAs are only estimates; they are not guaranteed as stated in the signed and agreed-upon Estimate. Many factors can contribute to schedule variations. Truck breakdowns, accidents, traffic challenges, natural disasters, changes in carrier routes, severe weather, and staffing fluctuations are just a few unusual reasons why your moving team may have been delayed for pickup. We understand the frustration of not having access to your belongings when expected, especially during the transitional period of moving to a new home. We recognize the frustration and inconvenience caused by these events. If there is anything else we can do please dont hesitate to call **************** at **************
  

• Initial Complaint

  Date:06/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently cancelled a service through Safe Ship Moving Services and was guaranteed a refund within a few business days that has not arrived. I fully followed the cancellation procedure of cancelling the moving service within three days of scheduling the move and was assured that the refund would be delivered swiftly and with no issues. I have contacted them several times to ensure that the refund be delivered and it has yet to arrive. This moving company has extremely negative reviews and there have been many reports by customers of not receiving refunds when following the cancellation policy. I would like this claim to be investigated and answered and to receive my full refund as was promised to me.

  Business Response

  Date: 06/14/2024

  Please see attached document

  Customer Answer

  Date: 06/17/2024

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

• Initial Complaint

  Date:06/01/2024

  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.

  PLEASE DO NOT USE THIS COMPANY!!! MAJOR SCAMMERS!!! I booked this company to move my stuff from ************* to ******** by June 1. They charged me over $5000, and, now, theyre saying they dont have to get my stuff delivered until 30 days from now even though that I made it very clear to multiple people I needed my belongings by the 1st of June. I even called 3 times the week prior to confirm that, and everyone told me it would be delivered June 1. Then the day of 2 different people told me that they dont do guaranteed delivery, but when I spoke to a so called manager, she said that paying for something I was told they didnt do would have been the only way to get my belongings delivered on time. The customer service manager was rude and adamant that she wouldnt do anything to help. This place literally charged me an arm and a leg to essentially steal all of my valuables. I dont even know if theyre ever going to actually deliver it. I will be going to the police if my stuff doesnt get delivered, and I hope these scammers dont get a ***** from anyone else.

  Business Response

  Date: 06/12/2024

  We deeply apologize for the frustration and inconvenience youve encountered with your recent move. At Safe Ship Moving Services, we aim to be as accurate as possible when dispatching and assigning a Motor Carrier for our customers. Unfortunately, despite our best efforts, delays can happen due to a variety of unforeseen circumstances.
  
  We understand the importance of timely delivery and regret that we could not meet your expected delivery date of June 1st. As stated in the signed and agreed-upon Estimate, all pickup ETAs, delivery timeframes, and delivery ETAs are only estimates and not guaranteed. Factors such as truck breakdowns, accidents, traffic challenges, natural disasters, changes in carrier routes, severe weather, and staffing fluctuations can contribute to schedule variations.
  
  We acknowledge your concerns about the communication you received, and we are committed to improving our customer service to ensure clearer communication. While we do offer options for guaranteed delivery dates, these come with additional costs and specific conditions, which should have been clearly explained during your booking process.
  
  We regret that your interaction with our customer service manager left you feeling unsupported. This is not the experience we strive for, and we will address this issue internally to prevent similar occurrences in the future.
  
  Once again, we apologize for the inconvenience and appreciate your patience and understanding.

• Initial Complaint

  Date:05/31/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/9/24 I was initially called for a quote and the sales rep gave an estimate of $2,028.35, pick up 5/24/24-5/25/24 (with a preference for 5/25/24), and delivery on 5/28/24. I noted to the person I spoke with that their quote seemed low and that I likely had more items than the estimate. They said that for a 1 bedroom with as little furniture as Im bringing (2 shelves, a desk, a rug, and rolling chair) that I must be well below their minimum quote. They said I could even buy furniture to add before pick up and it would not increase from the original quote. I also expressed concerns about the written contract saying delivery within 7 business days as Im a remote worker and need to know when I will have access to my work station. I was told that I could definitely have my items delivered on 5/28/24 unless there was an unexpected and unforeseen circumstance, which was unlikely to happen. Also, if such a thing occurred, that I would be communicated with and my items would be delivered as early as possible. On 5/23/24, I scheduled a call to walk through what I was expecting to bring. The rep said theres just a slight increase. Part of the charges are paid up front via credit card and the remaining in cash. While the credit card charge was not substantial, the quote increased to $2,736.73, which is a substantial change from the original. After the movers loaded the truck, this increased again to $3,205.48. I was told on 5/27 that my items would not be delivered when promised and I would get an update soon. On 5/29 I was told my items would probably arrive by 6/4. I called customer service and was told they were complying with my written agreement and could not give me any specifics on when I could expect my items as I didnt pay for guaranteed shipping and that my items are late because they are busy. As of 5/31, I still dont have my items and I havent received any additional updates on when my items will be delivered as my messages arent being responded to.

  Business Response

  Date: 06/12/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced during your move.
  
  We want to clarify that the preliminary estimate is just an estimate. Every estimate is based on the moving needs and inventory details you provided during the setup process, including household goods inventory, additional required services, and your desired pickup and delivery dates.
  
  Our estimate was calculated based on the inventory and article list you provided to your Logistics Coordinator. As specifically noted in our contract, any additional space, packing materials, or services required are at an additional cost. The estimate serves as a powerful preliminary guide to determine the initial volume, but the final cost is based on the actual space your items occupy on the truck.
  
  We regret any confusion regarding the delivery timeframe. While we strive to meet our customers' delivery expectations, our written contract does state a delivery window within 7 business days. Unfortunately, unforeseen circumstances can sometimes delay delivery, and we aim to communicate these delays promptly and deliver items as early as possible As a broker we have very little control of the carrier's delivery time.
  
  We appreciate your patience and understanding.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21786810
  
  I am rejecting this response because:
  
  Your initial sales rep over promised and underquoted me so that I would agree to services that werent provided as promised. I told them during the quote that I likely had many more boxes than what they included on the estimate. They said the quote wouldnt change significantly, even if I added additional furniture. I was told that it would be incredibly unlikely for my items to be delivered past 5/28/24 and I needed to make a reservation for services in advance to secure my request. As far as anyone could tell me, my request for delivery was reasonable and being busy (the reason for the delayed delivery) was not an unforeseen circumstance. I told the initial sales rep the written contract made it seem like 5/28/24 was likely not going to be the date of delivery and they insisted that it wouldnt be an issue. The rep even said I didnt need to pay for guaranteed delivery because they were confident that the time frame for my pick up and delivery was going to happen. I asked the movers when they loaded my items whether 5/28/24 would be the date of delivery and they also said it wouldnt be a problem. I was promised prompt customer service and active updates regarding my delivery but received neither. Even when I received call backs from customer service, they were vague. On 5/27/24 I was told my items most likely wouldnt arrive by 5/28/24 and might arrive 5/29/24 or 5/30/24 but then received no additional updates and my items were not delivered. When I called customer service I was told they could not tell me when to expect my items and that Id be given 24 hour notice. On 6/3/24 was told my items might arrive 6/4/24 or 6/5/25 and had no idea whether that was accurate. I called and texted multiple times to get a definitive update on my delivery and on 6/4/24 I was only given a one hour notice for delivery. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/19/2024

  Thank you for your feedback. We apologize for the inconvenience you experienced. Our estimates are based on the inventory provided by the customer at the time of the estimate, and any significant additions can impact the final cost and delivery timeframe. Please note that Safe Ship Moving does not provide quotes or fixed pricing. The inventory article list is shown on the estimate so the customer understands what exactly is included in their move. 
  
  Regarding the delivery dates, they are estimated based on normal conditions, and unforeseen factors can cause delays. We strive to communicate these changes promptly, and we apologize for any lapses in communication.
  
  As a broker, Safe Ship Moving Services connects customers with ********************** companies and facilitates the move, but the actual transportation is conducted by our partner carriers. We disclose our role to ensure transparency.
  
  Please contact our customer service team at ************ for further assistance. We are committed to addressing your concerns and finding a resolution.

  Customer Answer

  Date: 07/02/2024

  Hello, I've worked alongside the customer service team at Safe Ship and have come to a resolution. I'd like to have this complaint withdrawn from the BBB website at your earliest convenience. 

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Safe Ship to broker a move for us cross country. I was quoted $4724.71 and paid a deposit of $2352.89 to which I was told that in the event the inventory fluctuated, that I would not be charged a significant amount more. The guy I spoke with ***********************, grossly misquoted me intentionally with the intention to seek more money from us later.The company that Safe Ship brokered came to move us and told us that Safe Ship miscalculated which in term, is costing us an additional $2,800. This is a BAIT AND SWITCH. This is absolutely unprofessional and unethical.Safe Ship now is not returning my phone calls and says that this is not their problem and that their computer system calculates square footage's differently than what the company they hired.

  Customer Answer

  Date: 05/30/2024

  Id like to retract my complaint. 

  Customer Answer

  Date: 05/31/2024

  Yes. I've resolved the issue with the company directly.

• Initial Complaint

  Date:05/29/2024

  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.

  My name is ************************************. Safe Ship Moving services set up my move for April 13 from *************** to ***** **************. The moving company quoted me an original price on 2/1 of $3384.54. This is not my first time moving and asked as I usually do if there were any other hidden fees and I was told no by *****************. I was called by the company to confirm 3 days prior to my move and given a much higher quote of $5525.54. I had no choice at that time to accept the increase because I was starting a new job in ** and needed to be out of my apartment. Plus my daughter flew out to help with my move since I was still healing from a fractured wrist. Then the day of moving I was gouged for more money being ******* with the total move being $6,835.53 (more than double my original quote) to move a 2 bedroom apt with no appliances. All of my household items moved by the moving truck, fit into a 10x 15 with plenty of extra room. I actually could have stored everything in a 10x12. They moved no clothes or personal items because I moved those myself in my SUV.I don't understand how businesses can take advantage of people who are starting a new job and have no choice but to pay. In addition, the office staff the day of my move just blamed the price gouging on the actual moving company and were absolutely useless. I did try to resolve the issue with the company directly and after many emails including a phone call with Savanna ***** they offered me $200 which is an insult but does prove that they accept blame. I will be sharing my experience with anyone who will listen so others dont get taken advantage of like myself. *********************************** ************

  Business Response

  Date: 06/10/2024

  Thank you for reaching out and sharing your feedback regarding your recent move from *************** to *****, **************. We genuinely regret to hear about your experience and the challenges you faced.
  
  As a broker, Safe Ship Moving Services facilitates the coordination between customers and motor carriers. While we strive to work with reputable carriers, it is important to note that we have limited control over the actual performance and pricing adjustments made by the carrier on-site.
  
  The preliminary estimate we provided on February 1st was based on the inventory and requirements you communicated to your Logistics Coordinator. This estimate serves as an initial guide and is dependent on the accuracy and completeness of the information provided during the setup process. It is specifically noted in our contract that any additional space, packing materials, or services beyond the initial estimate will incur additional costs.
  
  On the day of the move, the carrier assessed the actual volume and any additional services required, which resulted in the revised cost. Unfortunately, this can sometimes lead to discrepancies between the initial estimate and the final charges, especially if the volume of goods or services needed changes. The charges reflect the space used on the truck, which can sometimes exceed the original estimate.
  
  We understand that such situations can be frustrating and inconvenient, especially when under time constraints and personal circumstances like starting a new job and recovering from an injury. Our goal is to provide clarity and support, and we are sorry to hear that your interaction with our office staff did not meet your expectations.
  
  Regarding the compensation offered, we regret that it did not adequately address your concerns. We value your feedback and are continuously working to improve our processes and customer interactions.
  
  If there are any further details you wish to discuss or if there is anything else we can do to assist you, please do not hesitate to contact our customer service team directly.
  
  Thank you for your understanding.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21777257
  
  I am rejecting this response because:

  The items I reported were very close to what the movers shipped and nowhere near double the initial moving quote. There were odd and end items that were put into one wardrobe box and a couple more boxes. All other items were reported. I also moved all of my own personal items myself.  Ive followed this same process in the past with other state to state movers without the price gouging. Maybe the company should do a better job at coordinating since that is their main responsibility!  Safe Ship obviously cannot do their job effectively as evidenced by multiple complaints regarding this same issue.

   Safe Ship should tell ***************** that when a customer asks if there will be any increases or hidden fees, he should say YES. This man told me no and I took him for his word. When I gave ***** my list of items, I asked about odd and end items and was told they would catch those at the end and not to worry about it. Safe Ship should be telling the consumer that there will be an extra charge for all items added and I was not. Safe Ship needs to do a more thorough job when calculating a quote!  
  

  What they do is intentionally undercut at the beginning so they can give you a low quote to reel you in.  Later they increase when you have no choice but to pay then blame issues they created on the movers.  

  I will be traveling to ******* often so Im seriously considering taking this company to small claims court  

  
  Sincerely,

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

  Business Response

  Date: 06/19/2024

  Thank you for sharing your concerns and feedback with us. We genuinely regret the frustration and inconvenience youve experienced throughout your move. Your satisfaction is extremely important to us, and we take all complaints seriously as we strive to improve our services continuously.
  
  Firstly, wed like to address the issue of the cost estimate and additional charges. When providing an estimate, we rely on the accuracy and completeness of the inventory list given by the customer. Any additional items, even if they seem minor, can impact the overall space and weight of the shipment, leading to additional charges. We understand that you feel the additional items were minimal, but even small increases can affect the final cost, especially if it involves packing or handling by the moving team.
  
  Regarding your interactions with *****************, we are deeply sorry if there was any miscommunication or misunderstanding. Our representatives are trained to provide clear and transparent information about potential additional charges and the factors that could lead to them. We apologize if this was not adequately conveyed during your discussion. We will certainly review this interaction to ensure our team is consistently providing accurate information.
  
  Safe Ship Moving Services operates as a broker, meaning we coordinate with various moving companies to facilitate your move. While we aim to select reliable and professional movers, we acknowledge that coordination issues can arise, and we sincerely regret any inconvenience this has caused. We are committed to improving our coordination processes to better serve our customers in the future.
  
  We understand your frustration regarding the price increase, and it is never our intention to mislead our customers. Our goal is to provide an initial estimate based on the information available, and any adjustments are made to reflect the actual volume and services provided.
  
  If you wish to discuss this matter further or if there are any specific aspects of your move that you feel have not been addressed, please contact our customer service team. We are here to assist you and to work towards a resolution that acknowledges your concerns.
  
  Thank you for bringing this to our attention. Your feedback is invaluable in helping us enhance our service and ensure better experiences for all our customers.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21777257
  
  I am rejecting this response because:

  This is the same as the initial response and its sad that they cannot correct or compensate accordingly for their errors. All I hear are poor excuses and simplified responses that are meant to appease the customer. Sorry this doesnt work on me.  I dont care that you understand. If you actually did understand you would stand by your initial quote. My items moved were not double the amount so neither should what I paid.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/29/2024

  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.

  From the start, we were never told they were a brokerage. The company made claims saying We will move your stuff care free and with the most care. We will we, we, we. The sales people were very eager and willing to answer phones to get our business. They gave us direct lines to contact them and told us on multiple occasions if you have any questions or concerns please feel free to reach out to me on my direct line as Ill be here for your entire move. We very quickly learned that it was their sales tactic. In fact, when trying to reach out to our direct contact on multiple instances, we finally called the customer service line instead where we were told that the sales team was purely the sales team and only that. That if we had questions or concerns, that we may ONLY reach out to customer service. We were also told by customer service that the salesman would be reprimanded for misleading the order of command. We were told that we would have a semi show up to move the entire house. Moving day came and the third party mover showed up with a box truck for a 2088 cu ft move. They claimed their truck held 2300 cu ft in which I used a tape measure showing it would only hold 1450 cu ft and after them asking for 5k more dollars and telling me my stuff wouldnt fit, they agreed they actually owed me space. They had to come back a second day. That was after they were supposed to show up from 11-1pm and they finally showed up at 630pm. They handled my things poorly and were throwing around fragile boxes and crushing most of them. They took no inventory of the items at all. After giving a cash payment, I had to argue to get a receipt or get my money back. They finally gave a receipt. They also had arguments out front of the house with guys they hired the same day about money.When the company finally got to the destination address, they sent yet another sub of the sub, now a 4th party. They also handled my items very poorly. I have much more to say but out of space.

  Business Response

  Date: 06/10/2024

  Thank you for taking the time to share your feedback regarding your recent moving experience. We genuinely apologize for the distress and inconvenience you have encountered throughout your moving process.
  
  As a broker, we facilitate the connection between customers and carriers, but we do not directly control the actions and performance of the carriers themselves. Our status as a broker is clearly indicated on all documentation, paperwork, and our website to ensure transparency. We would never claim to be anything other than a broker, and we are deeply sorry if this was not clearly communicated to you.
  
  We are truly sorry to hear about the issues you faced, including the challenges in communication, the discrepancies with the truck size, the handling of your belongings, and the overall coordination on moving day. We understand how frustrating and stressful this experience must have been for you.
  
  Your feedback regarding the behavior and promises made by our sales team is particularly concerning. While our sales team is dedicated to providing information and answering initial inquiries, we regret any confusion caused by their communication. Moving forward, we will reinforce our policies and training to ensure that our representatives provide clear and accurate information regarding the roles and responsibilities within our organization.
  
  We are disheartened to hear about the handling of your items by the third-party movers. It is our priority to work with reputable carriers, and your experience does not reflect the standards we strive to maintain. We will be addressing these concerns directly with the carrier involved to prevent such incidents from occurring in the future.
  
  Regarding the delays, poor handling of your items, and issues with payment receipts, we apologize for the inconvenience and the additional stress these matters have caused. We are committed to working with you to resolve these issues and ensure you receive the support you need.
  
  Thank you for your understanding and patience.

  Customer Answer

  Date: 06/10/2024

  This company was hired to move me across the country. They led me to believe they were a moving company and not a broker. Using things such as we will.. we do we,we,we etc. 
  This company made $6,950 to hire subs that were honestly terrible quality and I have many problems with the entire move. I have made complaints with the BBB about those companies as well. 
  Now that I am trying to rectify the problem, safe ship will not offer any resolution at all except to point fingers at the subs they chose to deliver damaged and broken and unusable goods to me. My vehicle was left with a battery so drained it needed replaced. My household goods were destroyed. The license plate was ripped off my vehicle. 
  Every attempt at seeking remedy of these problems, the only thing they do is contact their subs. They offer no monetary reimbursement for the trouble they have caused. They offer very little help in much of anything. I believe for the terrible lack of oversight and problems that have occurred they owe a reimbursement of fees paid. They collected 40% of the entire move cost without doing much more than making phone calls to sub out work. I own companies as well so I understand the subcontractor mishaps, but this goes far beyond just subs. Safe ship has dropped the ball on MANY occasions without a way to remedy through them, only directly with their subs in which I did not hire directly. I should be able to contact the company I hired and not have to do their job for them. Terrible company and terrible practices. I cannot stress enough that they will take no credit for the problems, only to pass the blame to their subcontractors. I didnt hire the subcontractors, they did. I hired Safe Ship. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21773699
  
  I am rejecting this response because:
  A written apology does not solve the problem. I am out a lot of money with broken and damaged items. You, as the company I hired, should be concerned with getting a monetary reimbursement for the distress and terrible practices by your subs instead of simply apologizing. I do not accept an apology unless you are willing to replenish monies paid to you for the poor and uncontrolled services I received. 
  Sincerely,
  
  *********************

  Business Response

  Date: 06/19/2024

  Thank you for your response. We understand and empathize with the frustration and inconvenience you have experienced due to the damages and issues during your move. While a written apology may not rectify the financial impact youve endured, we want to clarify our position and the steps we are taking to assist you.
  
  As a moving broker, Safe Ship Moving Services connects customers with reliable carriers. While we coordinate the logistics and ensure proper communication, the carriers themselves are responsible for the actual transportation and handling of your belongings. We regret that your experience did not meet your expectations, and we are committed to helping you navigate the next steps.
  
  We want to highlight that refunds from Safe Ship Moving Services are available if a cancellation is made within a 72-hour window following the bill of lading signature. Outside this window, we focus on ensuring the carrier addresses the issues encountered.
  
  We deeply regret the inconvenience you have faced and are committed to supporting you through this process. Please contact our customer service team at ************ to begin the claims process or if you need further assistance.

• Initial Complaint

  Date:05/24/2024

  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.

  I was quoted by this company for my move from **** to ********. I tried my best to give them a list of items in my move. They gave me a quote of $3806. I paid the down payment of $1633. I was told at the time of booking that it would be a 26 moving truck. I found out later on that I was only for a portion of the truck and not the entire truck. I am not familiar with this industry and was not aware that 601 cu feet that they quoted me for did not include the entire 26 truck. That was never made clear to me, until past the window to cancel and still be able to get my down payment back. This company has not come out to load my items and they will not give me a refund, even though they are dishonest in their practices. If they were to come out and load my stuff, and it took more space, I would end up paying more. I was told that if I used an entire 26 truck that would be over $10,000 dollars.One of the representatives told me that if my stuff took too much room in the truck that I could just leave it behind. What kind of response is that? Who in their right mind would leave their belongings? The entire problem lies in the fact that they prey on the fact that they quote you for only a small space in the truck without you knowing that. They want you to believe you have a full truck and do not tell you that the price goes up substantially if you need more space.I have attached a link to consumer affairs. 66% of the ratings are 1 star. Many people are dealing with the same thing I am, and many were not given a refund. This is robbery, I have not even had them come out yet.****************************************************************************

  Business Response

  Date: 06/07/2024

  We are truly sorry to hear about the issues you have experienced. At Safe Ship Moving Services, we strive to ensure every customer has a successful and smooth ********************** and reservation experience, and it is disappointing to learn that we fell short in your case.
  
  To provide some clarity, Safe Ship Moving Services operates as a moving broker, which means we coordinate with various carriers to fulfill your moving needs. Our role involves providing initial estimates, arranging logistics, and connecting customers with reliable carriers. However, once the job is dispatched to the carrier, our direct control over the process is limited.
  
  Regarding the estimate and space allocation, it is important to understand that the preliminary estimate is based on the information provided by the customer, including the household goods inventory and any additional services required. The estimate serves as an initial guide, and the final cost can vary depending on the actual space used and any additional services needed at the time of pickup.
  
  In your specific case, the initial estimate of $3806 was based on the inventory list you provided, totaling 601 cubic feet. It is crucial to note that this estimate was for the space required to transport your belongings, not the entire 26-foot truck. As stated in our contract, any additional space, packing materials, or services will incur additional costs.
  
  We understand your frustration and the confusion regarding the space allocation. It is never our intention to mislead our customers, and we apologize if the communication was not clear enough. Our representatives should always strive to ensure that all details are transparent and comprehensible.
  
  Unfortunately, as per our refund policy, refunds are only available if the cancellation occurs within a 72-hour window following the bill of lading signature. Beyond this period, the down payment is non-refundable.
  
  Once again, we regret that your experience has been less than satisfactory. We value your feedback and will use it to improve our services. Should you have any further questions or require additional assistance, please do not hesitate to contact our customer service team.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21759131
  
  I am rejecting this response because:

  the company did not provide any service for me.  If they arent willing to provide some relief from the deposit that was not refunded then I will be forced to share my experience in the form of negative reviews on every website that I can find that mentions the name of this company.  If it takes me months, I will still let people know.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/19/2024

  Safe Ship Moving Services maintains a strict cancellation policy, as detailed in our estimates and payment authorization form, which all customers review and sign before we begin any services. Customers are eligible for a full refund if they cancel within 72 hours following the signing of the Bill of Lading (BOL).
  
  Once a moving contract is initiated, substantial preparation and coordination occur, including:
  
  Scheduling and *********************************** scheduling moving teams, and coordinating logistics to ensure a seamless moving experience.
  Administrative Work: Preparing documentation, forms, and other essential paperwork.
  Customer Support: Actively engaging with customers to address inquiries, provide updates, and meet all customer needs.
  Third-Party Coordination: Liaising with third-party carriers to secure services and confirm schedules to meet agreed-upon moving dates.
  Given the extensive work and resources dedicated to organizing each move, the charges incurred reflect these efforts and commitments.
  
  Your request for an immediate refund falls outside the 72-hour cancellation window. As such, according to our company policy, a refund cannot be provided.
  
  Thank you for your understanding and cooperation. We aim to resolve this matter in a way that is fair and satisfactory for all parties involved.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21759131
  
  I am rejecting this response because:

  this Is a scam.  Their agent did not quote me for an entire truck.  I gave them the inventory and he only quoted me for 1/3 of a truck.  That is where the problem lies and this company preys on the fact that people do not know this. 

  they quote you a low quote and then when they show up they tell you it will cost you more to get everything moved.

  I will start posting negative reviews online in any format that I can find this business listed.  If I can just get a few people to not use this company then it is worth it to me.  
  

  my money is still sitting there at that company.  They have not used it.  It is still available for me to use, but they cant return it to me?  There is no reason for that.  They provided no service.  Certainty not $1600 worth.  

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

• Initial Complaint

  Date:05/24/2024

  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.

  I hired Safe Ship services and ********* asked me how big my home was I told him exactly 1, 623 sqft He said I would have plenty of room for all My things. But the day of the move I found out he only slotted me 600sq ft for ****** dollars. I have had to leave half of my stuff here in ****** and Im Moving to *****. This is absolutely disgusting and I will Never hire a moving company after this worst rip off sadly I signed the contract not knowing the sqft would be less than my 3 bedroom home which I told him I had. They wanted me to pay ***** more dollars what a scam to get you to pay more . This had me so down I really wanted to take my life today behind this because I keep getting ripped off and these people have no remorse for taking advantage of people.

  Business Response

  Date: 05/30/2024

  First and foremost, we are deeply sorry to hear about the distress you are experiencing. Your mental and emotional well-being is paramount, and we urge you to seek immediate help from trusted friends, family, or professional support services. Life is precious, and there are people who care about you and are here to support you through difficult times.
  
  We understand your frustration and disappointment regarding your recent move. It is important to clarify that Safe Ship Moving Services operates as a moving broker. This means we coordinate with licensed carriers to facilitate your move based on the information and inventory you provide during the setup process.
  
  Regarding your estimate, it was based on the detailed inventory and household goods list that you provided to your Logistics Coordinator, Jefferory. The initial estimate is a preliminary guide designed to help determine the approximate volume and cost of your move. However, as noted in our contract, the final cost can vary depending on the actual space used on the truck, any additional packing materials, and any extra services required on the day of the move.
  
  On the day of pickup, the carrier assesses the actual space needed to transport your belongings safely and efficiently. This assessment can sometimes result in a revised estimate if the space required exceeds the initial estimate. It appears that the discrepancy between the initial estimate and the actual space needed for your belongings led to the additional charges.
  
  We understand how this situation has caused you significant stress and inconvenience, and we empathize with your feelings. We strive to provide clear communication and transparency in our processes to prevent such misunderstandings. Your feedback is invaluable in helping us improve our services.
  
  If there are any further details you would like to discuss or if there is any way we can assist you in this matter, please do not hesitate to reach out to our customer support team. We are here to help and support you through this process.