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:05/24/2024

  Type:Customer Service 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 is THE WORST company to use to broker your move. We were quoted a price which ended up doubling. The company they brokered for us only accepted cash, showed up late, asked for more money after half our belongings were place on the truck. Left half our house unpacked and we have been calling for 2 days straight and nobody will answer the phones.

  Business Response

  Date: 06/04/2024

  Thank you for taking the time to share your feedback. We deeply regret hearing about the difficulties you encountered during your move.
  
  As Safe Ship Moving Services, we operate as a broker, not a carrier. This means our role is to connect customers like yourself with ********************** carriers who perform the actual transportation of your belongings. We do not handle the transport directly, nor do we control the pricing or payment methods of the carriers individually.
  
  Regarding the increase in price, moving estimates can sometimes vary due to factors such as additional items, changes in inventory, or other unforeseen circumstances during the move. However, we strive to provide the most accurate estimates possible based on the information provided at the time of booking.
  
  It is also common in the moving industry for carriers to accept payment in cash upon delivery. This standard practice is often in place to protect both the customer and the carrier by ensuring payment is secured at the completion of the service.
  
  We are extremely sorry to hear about the late arrival and the incomplete packing of your belongings. Such experiences are certainly not reflective of the high standards we aim to uphold. We have noted your concern regarding the lack of communication and will address this internally to improve our customer support responsiveness.
  
  Customer support rep representative will be reaching out with you shortly to assist further.
  
  Thank you for your understanding and for giving us the chance to improve our services.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21756463
  
  I am rejecting this response because:
  

  I understand that SafeShip is just the broker. My complaint is about ALL of the misinformation we were given by the broker. We paid $6000 for this company to broker a GOOD moving company and they did not live up to their end of the deal. I could have found crappy movers on my own.  SafeShip is now trying to buy us off. Instead of trying to find a solution for our experience or taking any responsibility for their part in this move, they are offering money to have me remove my reviews. They have had the moving company they contract with call us and try to bully us into removing the reviews. This company does not care about it's customers or the service they give. They are more concerned with buying out bad reviews so they can continue to rake in millions of dollars they didn't really earn. 

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

  Business Response

  Date: 06/25/2024

  We understand your concern that, as a broker, our role is to connect customers with reliable ********************** carriers. We deeply regret that your experience did not meet your expectations, especially considering the significant amount you paid. We strive to match our customers with reputable movers, and it is disheartening to hear that this was not your experience. We are sorry to hear that you felt misled and that the service fell short of our promises.
  The moving industry can be challenging, with carriers' quality fluctuating due to factors such as new crew hires or overextending resources with new equipment. While these challenges exist, they do not excuse the subpar service you received. After reviewing your experience, it is clear that we can no longer trust this carrier to represent our brand and service our customers.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21756463
  
  I am rejecting this response because:
  

  False platitudes. After posting online about my experience (the posts you offered to pay me to remove) I have received messages from multiple people (your former customers) stating this has been an ongoing issue with your company. You have yet to take responsibility for your salesman's unethical practices. Look up my file. We have spoken to ******** enough times there should plenty of notes in regards to this. 

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

  Business Response

  Date: 07/03/2024

  Thank you for your message. We have thoroughly reviewed your file and note that you have been in communication with our representative, ********, on several occasions.
  
  Safe Ship Moving Services operates as a broker, connecting customers with ********************** companies. We aim to provide clear and transparent information regarding our services and costs. Any adjustments to costs are based on factors such as additional items or services not originally accounted for.
  
  Regarding your online posts, we want to clarify that our offer to discuss them was intended to resolve your concerns amicably. We take feedback seriously and aim to address any issues that arise.
  
  We appreciate your feedback and will continue to review our practices to ensure we meet our customers' expectations.
  
  If you have further documentation or details regarding your experience, please provide them to us at ************

  Customer Answer

  Date: 07/19/2024

  This did not make a good faith attempt to resolve this issue. They have stopped all communications and the issue is still unresolved. 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21756463
  
  I am rejecting this response because:

  This did not make a good faith attempt to resolve this issue. They have stopped all communications and the issue is still unresolved.
  
  
  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 am moving from ******** to *********. I hired safe ship to move my furniture. I confirmed with an employee named **** on 5/16/24 that the delivery would not arrive prior to 6/1 because I would not be in town and my tenets would not be out the house. I confirmed this on multiple occasions. On 5/23/24, the company reached out and said they could deliver it within a 10 day window and that if I could not accept delivery on 5/24/24, that I would have to pay a 2000 redeliverly fee. Again I confirmed with the company on numerous occasions that I could not accept it and they promised free storage if it got there sooner. They are now going back on that.

  Business Response

  Date: 05/28/2024

  We deeply regret the inconvenience you've experienced with your recent move from ******** to *********. We understand how frustrating and disruptive delays and unexpected schedule changes can be.
  
  At Safe Ship Moving Services, we strive to ensure smooth and timely deliveries. However, despite our best efforts, there are times when delays occur. We would like to explain that all pickup ETAs, delivery timeframes, and delivery ETAs are only estimates. These are not guaranteed, as explicitly stated in the signed and agreed-upon Estimate. Various factors can contribute to these schedule variations, including truck breakdowns, accidents, traffic challenges, natural disasters, changes in carrier routes, severe weather, and staffing fluctuations. These are just a few unusual reasons why your moving team may have been delayed.
  
  Regarding your specific situation, you confirmed with our employee **** on 5/16/24 that delivery should not occur before 6/1 due to your absence and your tenants' occupancy of the house. We regret any miscommunication or misunderstanding.
  On 5/23/24, when our company reached out with a new delivery window and mentioned the potential $2000 redelivery fee, it certainly created an unexpected situation for you. We understand the frustration this has caused, especially after being assured of free storage if your items arrived sooner than planned.
  
  We take these matters seriously and are committed to preventing this in the future. Our customer ********************** team will be will be reaching out to assist further. 
  
  Thank you for your patience and understanding.
  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21756023
  
  I am rejecting this response because: This has really invconvienced me as well as I have furniture missing from my delivery!!! When trying to call safe ship or A&S shipping my calls are going straight to voicemail! I am a single mom who works hard for her money for it to be thrown down the toilet !!!!!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/12/2024

  We apologize for the inconvenience you experienced with your recent move from ******** to *********. We understand how frustrating delays and schedule changes can be.
  
  At Safe Ship Moving Services, we aim for smooth, timely deliveries, but delays can happen due to various factors such as truck breakdowns, accidents, traffic, natural disasters, changes in carrier routes, severe weather, and staffing issues. Please note that all ETAs are estimates and not guaranteed, as stated in the signed Estimate.
  
  We take these matters seriously and are committed to improving our services.
  
  Thank you for your patience and understanding.
  
  
  
  
  
  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21756023
  
  I am rejecting this response because: yall have yet to call me back about trying to find my missing items !!! Your response has nothing to do with what I stated .This is not a way to conduct business I only went with yall because youre supposed to be veteran owned and I thought that meant something clearly not !!!! Now my son does have a bed because half of the frame is missing . Yall should be ashamed with your service and should stops using A&S shipping 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/22/2024

  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.

  I contacted Safe Ship moving March 22 and spoke to ******************* for job number *******. At the time my mother had a possible small move (around April 10 or 11) from ****** to ********. ***** assured me that to get the better pricing I needed to put a deposit that day. When I told him that I wasn't sure if my mom would move (we weren't sure if her apartment would be available or fall through) he assured me that if my mother didn't move, I'd receive a refund. He went so far as to say something to the effect that they don't want to take your (my) money if we don't use their services. All I needed to say was that my mom wasn't moving and I'd get a refund. He also edited a document (not sure if it was an estimate, a payment form, or the bill of lauding.) to that effect. As it turned out, my mother didn't need to use their services. I called to cancel in April. The person at the time objected to a refund. I explained what happened; she then agreed to a refund. I checked my credit card statement today and no refund is issued. I called again today. The person this time refused a refund. She could not find any document ***** edited. I asked her to put ***** on the phone, she refused. I asked her to review the call recording. She said they would but even if ***** did make that assertion, they would not honor it. I'm stuck with a $970 bill for moving services I'll never use.

  Business Response

  Date: 05/27/2024

  Thank you for reaching out and sharing your experience with us. We understand how frustrating this situation must be for you. Please review the attached document.
  
  

• Initial Complaint

  Date:05/19/2024

  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.

  We called this broker and were given a quote for moving. They then called 3 days before we were scheduled to move saying that we had doubled the amount of stuff we were moving so it was now going to cost twice as much. We had not doubled what we were moving the person we had spoke to first had just put in the incorrect amount originally and now we are expected to pay for his mistake.

  Business Response

  Date: 05/27/2024

  Thank you for sharing your feedback with us. We sincerely apologize for any inconvenience you have experienced during your move. At Safe Ship Moving Services, we strive to provide transparent and accurate estimates to ensure a smooth moving process for all our customers.
  
  Regarding your concern, we understand that the discrepancy between the initial estimate and the final quoted price is frustrating. Our estimates are based on the information provided by our customers at the time of the initial reservation. In your case, our records indicate that the initial estimate was based on a count of 70 boxes, which significantly impacted the quoted price. We always include a detailed inventory article list with our estimates to ensure customers are fully aware of what is included and to avoid any misunderstandings.
  
  Three days before the move, during the final confirmation call, the increased count of ******* boxes was noted, which led to the adjustment in the moving cost. This adjustment is necessary to accurately reflect the actual volume of items being moved. The final cost of $10,500 was based on this updated information.
  
  We regret any confusion or miscommunication regarding the initial box count. We aim to be as transparent as possible throughout the process, and it is never our intention to surprise our customers with unexpected costs. We encourage our customers to review the provided inventory list carefully at the time of the initial estimate to ensure all items are accounted for accurately.
  
  As for our cancellation policy, we offer refunds only if the cancellation is made within a 72-hour window following the signature of the bill of lading. Unfortunately, if this window has passed, we are unable to provide a refund.
  
  We understand that moving can be a stressful experience, and we apologize for any additional stress this situation may have caused. If there is anything further we can do to assist you or if you have any additional questions, please do not hesitate to reach out to our customer ********************** team.
  
  Thank you for your understanding.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21733615
  
  I am rejecting this response because:
  After this whole situation happened I looked into reviews for this company and saw that they have done this exact same thing to many other customers. Almost doubling the price for them last minute and also charging more money to unload the truck once the move is complete. I find this to be very sketchy business practices and is why we ended up canceling the move and going with a different moving company. This seems like a scam to me and like Safe Ship is just trying to get as much money as they possibly can from people in a very unfair manner. 
  Sincerely,
  
  *********************

  Business Response

  Date: 06/04/2024

  Thank you for sharing your feedback and concerns regarding your experience with Safe Ship Moving Services. We understand your frustration and appreciate the opportunity to address the issues you've raised.
  
  Firstly, we would like to clarify that Safe Ship Moving Services operates as a broker, not a carrier. This means our role is to connect customers with ********************** companies (carriers) that can perform the actual transportation of your belongings. As a broker, we do not physically handle or transport your property.
  
  Regarding the pricing, the initial estimates provided by Safe Ship are based on the information available at the time of booking and are designed to offer a competitive and fair price. However, these estimates can sometimes change due to various factors such as additional items, changes in move dates, or other specific service requirements that might arise. Any price adjustments are determined by the actual moving company (carrier) based on these factors, not by Safe Ship.
  
  We understand that unexpected costs can be frustrating and feel unfair. However, it is essential to note that any additional charges for services like unloading the truck are imposed by the carrier performing the move. These carriers operate independently of Safe Ship, and we do not have control over their pricing policies.
  
  Our goal is to ensure a smooth and transparent moving experience by matching you with a reliable carrier. We deeply regret that your experience did not meet your expectations and led you to cancel your move.
  
  If you have any further questions or need assistance with any unresolved issues, please do not hesitate to contact our customer ********************** team. We are here to help and ensure that any remaining concerns are addressed promptly.

• Initial Complaint

  Date:05/19/2024

  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.

  Absolute H*** This is the first review I am ever writing in my life - and I only do so to hope that somebody out there reads it, and does not make the same mistake I did. They overcharge, stole some of our boxes, showed up 3 days too early (4 AM in the morning to be precise), and delivered 30 days too late. They also do not own up to any responsibility, because they actually are just brokers. They put the blame on the actual shipping company, who then does the same to Safe Ship Moving. They had a very very slimey sales *************** - *************************************** who REFUSED to pick up OR answer a text or email once we ran into issues. He was very slick and helpful and wonderful BEFORE we signed the contract of course, then disappeared. This is an elaborate con, and I would hate to see other people get scammed too. Beware - most of the "positive" reviews are just members of the team trying to put something on so that they can continue scamming others. PLEASE DO YOUR RESEARCH ****************** videos - people hate them so much they go through the trouble of making videos warning others....)

  Business Response

  Date: 05/24/2024

  Thank you for sharing your feedback with us. We deeply regret hearing about your distressing experience and sincerely apologize for the inconvenience youve encountered.
  
  It is important to clarify the distinction between our role as a broker, Safe Ship Moving Services, and the carrier, Super Moving LLC, who handled your move. As a broker, Safe Ship Moving Services coordinates logistics and connects customers with reputable carriers. We do not directly handle the physical transportation of your belongings; that responsibility lies with the carrier, in this case, Super Moving LLC.
  
  We understand how crucial pricing transparency and the safety of your belongings are. Our cost estimates are based on the information provided at the time of booking. However, final costs may vary due to factors such as additional items, changes in inventory, or unforeseen logistical challenges. If you suspect theft or loss, we encourage you to file a claim with Super Moving LLC, as they are responsible for the actual transportation and handling of your items.

  We take your concerns seriously and aim to mediate between you and the carrier to resolve any issues. We do not ***** responsibility and are here to assist you in addressing your complaints with the carrier. Your feedback is vital in helping us select better partners and improve our services.
  
  Reviews and Transparency: We value genuine feedback and do not engage in misleading practices. We encourage potential customers to conduct thorough research, including reading reviews and watching videos, to make informed decisions.
  
  We are committed to resolving your issues to the best of our ability. The carrier has since been terminated for their conduct ******* your move.
  
  Thank you for bringing these matters to our attention. 

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21731989
  
  I am rejecting this response because: I understand that Safe Ship is a broker service. However, my understand dealing with a broker is that they have SOME responsibility for the actual service. Safe Ship provided me a different date for pickup, as opposed to when the moving service actually did the pick up. Safe ship did not respond to my phone calls. Safe ship did not accept ANY accountability, even though as the customer - I was under the impression that I would be dealing with THEM. Safe ship was unable to tell me where the truck was, what the *** was, and why additional charges were slapped on last minute on the pretext of the street not being wide enough... even though the moving company that delivered our car (and several other moving trucks used by other neighbors) did not have a problem. 

  What exactly is the role of Safe Ship in that case? Apart from taking our money? Because once the contract was signed, Safe Ship completely severed the customer relationship. The ********************** company on the other hand, kept on telling us to contact Safe Ship - since from their end, Safe Ship is supposed to deal with the client. I fail to understand how we were forced to move 2 days too early, at 4 AM in the morning, with 6 hours notice, because we were told it was then or never.... staying up packing all night long so we did not lose our >$10,000 seems quite unethical to us.As the broker - Safe Ship should have at least been in contact with the moving company and the client. They did not even know of the name of the person who picked up our things, going so far as to tell us that the person did not exist - and they had no idea who or when or why picked up the contents of our entire home. And then blaming us for sending our things a day too early...

  Kindly provide a satisfactory explanation, and a detailed report of exactly what Safe Ship is supposed to do "as a broker". I have texts, voice mails, and emails with the company, as well as my employers as proof in case this matter needs to be escalated further. 

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

  Business Response

  Date: 05/28/2024

  Thank you for your detailed feedback. We sincerely regret the frustration and inconvenience you experienced during your move. We understand the critical nature of timely and reliable service, and we apologize for any communication gaps you encountered.
  
  As a broker, Safe Ship Moving Services partners with a network of carriers to facilitate moving services for our customers. Our role includes:
  
  Connecting Customers with Carriers: We provide customers with access to a network of vetted moving companies to meet their specific moving needs.
  Coordinating Logistics: We work to coordinate the logistics of the move, including scheduling pick-up and delivery dates, to the best of our ability.
  Providing Estimates: We offer cost estimates based on the information provided by the customer and the standard rates of our network carriers.
  Customer Support: We are here to assist with any questions or issues that arise during the moving process.
  However, there are certain factors and situations that can arise outside of our control:
  
  Scheduling Changes: While we strive to ensure that the moving dates are adhered to, unforeseen circumstances such as carrier delays or scheduling conflicts can occur. We apologize for the inconvenience caused by the change in your pick-up date.
  Communication Issues: We deeply regret if your phone calls were not answered promptly. This is not reflective of the service we aim to provide, and we will review our communication protocols to prevent such issues in the future.
  Tracking and Coordination: Once the carrier is assigned, they assume responsibility for the physical move, including tracking and updates. However, we understand your frustration with the lack of communication and will work on improving our coordination with carriers.
  Additional Charges: Extra charges can arise due to unforeseen logistical challenges, such as access issues at the pick-up or delivery location. We encourage transparency, and it appears there was a miscommunication regarding these charges in your case.
  Regarding the specific issues you raised:
  The early pick-up time and the pressure to proceed with minimal notice are unacceptable. We apologize for any stress this caused.
  The confusion regarding the identity of the personnel involved in your move is deeply concerning, and we will investigate this matter thoroughly to ensure accountability and prevent future occurrences.
  
  We are committed to improving our services and ensuring a more reliable and communicative experience for all our customers. Your feedback is invaluable in this process.

• Initial Complaint

  Date:05/15/2024

  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.

  Safe Ship Moving Co. Shady practices. Told them I gotta move 2 story 3 br bath home with 2 full kitchens. The expert sent a small u haul and 2 guys. Not gonna happen. So here we go. It's not 8 grand now its 20k. Safe Ship refuses responsibility. All they send is ******** answers. They hired a third party shipper who sent illegal people to move us. They told us. The one who spoke English. Homeland security may need to clear this up. I know it's intentionally designed to go this way. I am a college grad. I am a past Sheriff employee. I have seen these things. One of the movers was disgruntled and told us his partner doesn't speak English, been in the country 2 weeks. We made him sit in the truck We felt unsecured. Business as usual for Safe Ship. They think they do a good job. I must say, yeah the do! ( sarcasm).

  Customer Answer

  Date: 05/15/2024

  They sent an illegal immigration man to my home that has been in the country 2 weeks. We feared that guy. He went to the truck and his boss there filled us in. Check immigration and report it. I will.

  Business Response

  Date: 05/24/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you experienced during your move. We take all feedback seriously and aim to address your concerns comprehensively.
  
  The initial estimate was based on the inventory and article list you provided to your Logistics Coordinator. Estimates are preliminary guides to determine the initial volume and cost. At pickup, the carrier revised the estimate based on the actual space required, which is a standard practice. Any additional space, packing materials, or services needed beyond the initial estimate result in additional costs. These adjustments ensure you only pay for the actual space used on the truck.
  
  Safe Ship Moving Services operates as a broker, meaning we coordinate and arrange moving services on behalf of our customers with carriers. In your case, A & S Packers and Movers LLC was the designated carrier. As a broker, our role is to connect you with a moving company and facilitate the moving process. Once the job is dispatched to the carrier, we have limited control over the specific operations conducted by the moving crew.
  
  We work with a network of licensed and insured carriers. While we strive to ensure that all personnel are professional and trustworthy, we understand your concern about the conduct and language proficiency of the moving crew. We will address this issue with A & S Packers and Movers LLC to ensure they are aware of your feedback and take the necessary steps to improve their service.
  
  We must address the customer behavior and language during the interaction. We understand that moving can be a stressful experience, and we are here to assist you. However, vulgar, rude, and threatening behavior is unacceptable and hinders effective communication and resolution of issues.
  
  We understand that you felt insecure during the move and assure you that your safety and satisfaction are our top priorities. We will follow up with A & S Packers and Movers LLC to ensure that all their personnel meet the required standards and conduct themselves professionally.
  
  We are committed to improving our services and appreciate your feedback as it helps us identify areas that need attention. Should you have any further questions or need additional assistance, please do not hesitate to contact our customer ********************** team.
  
  Thank you for your understanding.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21715206
  
  I am rejecting this response because:
  You have mislead and stolen from me. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/28/2024

  I'm truly sorry to hear about your experience and the frustration it has caused you. I understand how upsetting this situation must be.
  Safe Ship Moving Services takes customer concerns very seriously. We strive to be transparent in our communications and operations. As a moving broker, we work to connect our customers with reputable carriers, and we clearly disclose this in our agreements.

  A customer ********************** agent will be reaching out shortly to assist further. 
  

• Initial Complaint

  Date:05/15/2024

  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 am writing a new review because I cannot revise my previous 5 star review. This company is an absolute SCAM. They are DISGUSTING. I would leave zero stars if I could. I am beyond disgusted and disappointed. Let me first start by saying that I had my home belongings and my car transported. The car was transported from ***** A to ******* without issue which took about 6 days. When Perfectly Fast Moving came to pick up my items at Point A, all seemed well, they wrapped my items even without me having to ask and they were careful. It was 3 guys which was sensible considering I did not have many items, being a single person living in a home. I ended up getting a text about 12 days later from the carrier saying my items were coming, did not introduce himself or tell me who he was. He arrived in a yellow Penske truck which was not the originally truck that my items were picked up in which means additional wear and tear was placed on them to move to a new truck. It was only ONE MAN to move my stuff. He surprised me at ******* with an additional $250 "stair" which is BS. It was hidden fee. He refused to open the truck to see my belongings until the fee was paid. Then he had the audacity to ask for a tip. My work desk was destroyed and the nails were ripped from the wood. My futon was scuffed. My bar stool was cracked and scuffed. My box of cleaning supplies were missing and it appears that bleach went through a large suitcase I had and stained one of my dress shirts and a pair of pants. He also presented two boxes that were NOT MINE which shows how disorganized this moving company is, who knows what happened to all my stuff if I even got everything. To make matters worse, he couldn't lift the adjustable bed frame by himself and needed me the customer to help him move it upstairs. And you WANT A TIP? After I told him my frustrations, he stated, "It could have been worse" which is not the appropriate response. Occurrence on 5/14/24. TERRIBLE CON ARTIST.

  Customer Answer

  Date: 05/18/2024

  Hello, can you please delete/resolve this claim that I filed against Safe Ship Moving Services on 5/15/24. I have since spoken to Safe Ship customer ********************** and have received a satisfactory compensation package. Thank you.

• Initial Complaint

  Date:05/14/2024

  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.

  Hired Safe Ship to move a small amount of furniture - the salesman ***** was very pushy - claimed he was giving me a reduced price of $2500 - I finally agreed since I only had 3 weeks to find a mover. Ended up paying an additional $600 to add a coffee table, 2 end tables and a second couch. Assured me it was all professional - asked if we could accommodate an 18 wheel truck - they would load and weigh - give me an inventory of items. I reviewed my list of items with two different people - said I needed 504 cu. ft. Best American moving showed up with a box truck from U haul and said it would cost an additional $4800 to take everything. I ended up only being able to put 1/3 of my items on the truck and gave away the rest of my furniture since I was literally out of time. No one at Safe Ship answered the phone - I felt like the Best American driver was scamming me. The items I was charged the extra $600 never even made it on the truck. Safe Ship is claiming it was my fault they didn't allow for enough space. It is their business to know if I say a queen *** how much space that takes. I have calculated the space since then and ALL my furniture would have fit!! Safe Ship bullies their customers to sign up - sending the contract via text where it is impossible to read then hires Best American who has the worst reviews. They lie, coerce and steal from their customers.

  Business Response

  Date: 05/24/2024

  Thank you for reaching out to us regarding your recent experience with Safe Ship Moving Services. We understand how important it is to have clarity and transparency in the moving process, and we appreciate the opportunity to address your concerns.
  
  Every estimate we provide is meticulously calculated based on the information shared by our customers during the initial setup process. This includes the household goods inventory, any additional required services, and your desired pickup and delivery dates. Your estimate was generated based on the inventory and article list you provided to your Logistics Coordinator.
  
  Upon the carrier's arrival for pickup, the estimate was adjusted to reflect the actual space required for your move. This adjustment is a standard part of the process, as specified in our contract. It is important to note that any additional space, packing materials, or services required beyond the initial estimate are subject to additional costs.
  
  The initial estimate serves as a valuable preliminary guide to help gauge the potential volume and cost of your move. However, the final cost is determined by the actual space your belongings occupy on the truck. This ensures that you are only paying for the space used.
  
  We understand that unexpected costs can be frustrating, and we aim to minimize surprises by providing detailed explanations of how estimates and final charges are calculated. Our goal is to ensure you have all the information needed to make informed decisions throughout your move.
  
  If you have any further questions or require additional clarification, please do not hesitate to contact us. We are here to assist you and ensure your moving experience is as smooth as possible.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21712055
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  As a mover - when I say a queen size bed it should be a standard space needed to move.  I clearly stated I did not have anything that was not standard - I agree the final spacing is at the time of loading, but when the mover arrived - it was not a professional moving truck, it was a U-haul and he immediately said my items were over the calculations before loading even one item.  The price quoted doubled from the original quote - AND I paid an additional $600 from the original quote to add a coffee table, 2 end tables and a couch - of which not ONE of those items made it on the truck.  I believe Safe Ship deliberately under quotes the job to gain the business with a bully tactic to get you to sign quickly, then hire unprofessional movers that will then clip the customers who are on a time crunch and charge exhorbitant prices.  I literally gave away 2/3 of my furniture for free because I needed to be out of my condo that day or I could have paid an additional $2500 - which I refused!
  

  Business Response

  Date: 06/04/2024

  I apologize for your experience and appreciate the feedback. Safe Ship Moving Services acts as a broker, providing quotes based on customer information. It's concerning that the movers arrived with a U-Haul and indicated a space issue without proper assessment, as this does not meet our service standards. While final costs can vary based on actual space used, doubling the price before loading is not acceptable, and adding items for $600 only to leave them behind is troubling.
  
  We strive to work with reputable movers, and your experience with unprofessional service and price increases is not what we expect from our partners. The carrier has been terminated and we will not be partnering with them moving forward. Your feedback is invaluable in helping us improve our services and partner selection. Thank you for your understanding.
  
  
  
  
  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21712055
  
  I am rejecting this response because:  It cost me $3,898 to move 2 queen *********** *******************, one couch and 2 headboards. That is exorbitant.  I literally GAVE AWAY two bed side tables, queen ********** dresser, book case, dining table, 4 chairs, coffee table, 2 end tables, a chair and a couch.  I feel I should be credited some of my money back since the mover did not MOVE my furniture. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/14/2024

  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.

  I contacted the company a few months ago to line up a move from ********** to *****. IWhen I originally talked to them I was told they were not a broker but an actual moving company. This was completely false. I was also told they hire mostly veterans who do their moving jobs. This was false also. I have a friend who just used them and her original bill was approx. *****k $. A day before her move she was called and told her bill was now $39,000.00. My friend had to borrow money from several people to pay for the move. Her house was sold and she had To be out that next day. She had no time to make arrangements. It was a ***** of Russians who showed up in a UHaul to load her stuff. The whole thing is a *******...I called the company today and was told that because I didn't cancel within a 72 hour window the my deposit wasn't refundable. My move was canceled so I don't their services. I was told I could give the spot to someone else or hold it for a year. How foolish is that. My move was 2 1/2 months away, no reason my deposit shouldn't be refunded.In reading over their reviews, there isn't one good review. Alot of bait and switch at the last minute. Some one from the state of ******* needs to revoke their business license. This is a company that should be closed down...

  Business Response

  Date: 05/18/2024

  Thank you for contacting us about your recent experience with Safe Ship Moving Services.
  
  Safe Ship Moving Services operates as a broker, a detail we make clear in all our communications, including our paperwork, website, and other documentation. In the estimate you signed, the word "broker" is used eight times to ensure there is no misunderstanding about our role in facilitating moving services.
  
  We apologize if there was any confusion during your conversation with the booking agent. Our representatives are trained to explicitly state our broker status, and we will review this situation to ensure our communication remains clear and transparent.
  
  As for your refund request, our policy allows for refunds only if cancellations are made within 72 hours of signing the Bill of Lading. Since your cancellation occurred outside this window, we are unable to process a refund. This policy helps cover the costs of coordinating and securing the moving services.
  
  We appreciate your feedback and are sorry that your experience was not as expected. If you have any further questions or require additional assistance, please do not hesitate to contact our customer ********************** team. We are here to support you through this process.

• Initial Complaint

  Date:05/14/2024

  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.

  May 4 check for prepayment to SafeShipping Movers LLC for $6458 for moving. Upon learning that Safe Shipping is not a mover but a Broker, I was not told that on the phone. ********************* never told me he was a broker! Then I stated twice I didn't need Expedited Delivery. He charged me for such $1799 !I am so appalled that this happened to me. I'm so overwhelmed.I would like a refund for $6458.00. It was unfair!

  Business Response

  Date: 05/18/2024

  Thank you for reaching out to us regarding your recent experience. We understand that moving can be a stressful process, and we regret that you feel overwhelmed by your recent experience.
  
  We want to clarify that Safe Ship Moving Services is a broker, a fact that is consistently disclosed across all our communication channels, including paperwork, our website, and other documentation. In the estimate you signed, the term "broker" is mentioned eight times to ensure full transparency. We strive to provide clear and accurate information about our role in coordinating moving services.
  
  Regarding your conversation with our representative, ******, we apologize if there was any confusion or misunderstanding. Our representatives are trained to inform customers of our broker status, and we will certainly review this case to ensure our standards are upheld in every customer interaction.
  
  In relation to the charge for expedited delivery, we regret any inconvenience this may have caused. Our goal is to provide services that meet your needs, and we understand your frustration if this was not adequately communicated. We will review our records and communication to ensure clarity in such service options moving forward.
  
  Regarding your request for a refund, our cancellation policy allows for a refund only if the cancellation occurs within 72 hours following the signing of the Bill of Lading. Unfortunately, as your cancellation occurred outside of this window, we are unable to honor the refund request. This policy is in place to cover the costs associated with planning and securing the services of moving companies.
  
  We genuinely value your feedback and regret that your experience did not meet your expectations. If you have any further questions or need additional assistance, please feel free to reach out to our customer ********************** team. We are here to help and support you through this process.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21711421
  
  I am rejecting this response because:
  Please do review the phone call with ****************** and myself.  You will hear twice that I did not want expedited delivery because I didn't need it.  I told him I am used to sleeping on floor w inflatable bed or stay a few days w friends.   That should have been clearly heard and I was shocked to see it on Bill of Lading.  I felt at the time that I was having all these  add-on also I am  senior and didn't appreciate the pushy service I got.

  So I would like to be reimbursed $1654. for that Expedited Delivery and we can close this unfortunate circumstance.

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

  Business Response

  Date: 05/24/2024

  Thank you for reaching out to us regarding your recent moving experience with Safe Ship Moving Services. We deeply regret any confusion or inconvenience you have experienced.
  
  We understand that you did not require expedited delivery and had explicitly communicated this. This is why it is important to review the paperwork before signing it. 
  
  As a broker, Safe Ship Moving Services coordinates with various carriers to facilitate moves. Unfortunately, once services are agreed upon and documented in the Bill of Lading, we are unable to offer refunds especially after the customer has been picked up.
  
  We genuinely empathize with your situation, especially given your concerns as a senior customer. We strive to provide clear and transparent communication, and we are sorry to hear that you felt pressured during the process. Your feedback is valuable, and we will use it to improve our services and training.
  
  While we cannot provide a refund, we want to ensure you receive the support you need. If there are any additional issues or if you require further assistance, please do not hesitate to reach out to our customer ********************** team.