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:05/12/2024

  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.

  I hired Safe Ship Moving Services after mistakenly reading positive online reviews about another company similarly named Safe Ship. A representative, *******************, spent 40 minutes on the phone with me, taking inventory of everything that needed to be moved. He quoted me $6231.36, which seemed too good to be true.While I was on the phone with *****, I was pressured into signing a ***************, a Binding Moving Estimate, and a Payment Auth Form to lock in the quote. I didn't have enough time to thoroughly read the contract. ***** claimed it was risk-free and that I could shop the quote around and even cancel if I needed to. I paid a deposit of $3103.21. The deposit is supposed to be "up to 17%" of the estimate, according to the contract. Yet I paid 50%. ***** didn't disclose that if I canceled more than 72 hours after signing the Bill of Lading, I would lose my deposit. This language is vague in the contract, but again, I had to sign it while on the phone with him.On May 12th, three days before the scheduled moving date, I got a call from a representative named ****. He once again went through all the inventory of items I'm trying to move. He began nickel-and-diming me on every item, most of which were items I had already mentioned during the initial call with *****. **** told me it's going to cost an additional $4000 because various items weren't initially accounted for.At this point, I had a $3103 deposit on the line, it was three days before the moving date, and they increased the price on me after my cancelation period had ended. So I negotiated a lower price with **** and we agreed to an additional $2639.95, bringing the new total to $8871.31.This company is predatory and unethical. They raise the prices on you with very little notice. They know people are stressed when they're moving and it would take too much time and money to find another service on short notice. It is well documented on the internet that they are scammers.

  Business Response

  Date: 05/14/2024

  Thank you for reaching out and sharing your concerns. We take your feedback seriously and are here to help clarify the situation regarding your experience.
  
  Firstly, we want to emphasize the importance of thoroughly reviewing all documentation before signing. The act of signing a contract, such as a Bill of Lading or a Binding Moving Estimate, is indeed significant. It acknowledges that you have read, understood, and agreed to the terms laid out in those documents. We understand that moving is a busy time which might make it challenging to review every detail immediately, but we encourage all customers to take the necessary time to ensure they fully comprehend the terms to which they are consenting.
  
  Regarding the cancellation policy, our contracts clearly state that customers have a ******* window following the signature of the Bill of Lading to cancel their move without forfeiting their deposit. Unfortunately, since the cancellation request came after this period, we are unable to refund the deposit. This policy is in place to ensure that both the customer and the ********************** company can plan and allocate resources effectively.
  
  We are committed to improving our service and customer experience please see the attached document.
  
  
  
  

• Initial Complaint

  Date:05/10/2024

  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.

  Job: ******* March 27, 2024 - SafeShip estimated to move my things from ******** to **. Initial quote was $4586.65, with a deposit of $2122.79. On April 24, 2024, after going over some extra boxes I had, the total amount went up to $7365.41, with an additional deposit of $1389.38.Movers came on April 26, 2024, first discussion was that I owed him $1926.62 and may also be required to pay more if my items took up more cubic inches in the truck. This was when I realized I was now paying a mover. Why did I have to pay SafeShip all that money? They did absolutely nothing!On May 5, 2024, a semi-truck driver named ***************** called me saying he could not get his semi-truck into my apartment complex and that I had two choices: to HIRE a moving company to move my things into a smaller truck or he could drop my stuff off in a ******* parking lot for me to pick up! I would have to pay $400 cash for the "moving company." He said if I did not agree to this, he had other things to do and would not waste his time and would not come. I had absolutely no choice!He arrived hours later with one small guy who could barely speak English. ***** would not accept my Cashier's Check for another $1926.62. He spent another hour or so talking to someone and the other mover, ******, from the pickup address. Then he accepted the Cashier's Check but wanted it upfront, with the $400 cash, too. And, he indicated I owed him another $75 for having to walk more than 75 feet to my apartment. These two guys were not movers, slowly brought up my things one-by-one. I am missing many boxes of clothes, expensive pottery, other items. Many items were shattered, broken or missing. These were men I would never have allowed into my home. I did not feel safe. Yet, SafeShip allowed this. They did not even know how to put the bed frame together. The whole ordeal makes me sick.SafeShip did absolutely nothing but take my money. They took advantage of me. Horrible business. I WANT MY MONEY BACK!

  Business Response

  Date: 05/14/2024

  We are very sorry to hear about the difficulties and frustrations you experienced during your move. It's clear that this situation was stressful, and we appreciate the opportunity to address your concerns.
  
  Firstly, we would like to clarify that Safe Ship Moving is a moving broker. Our role is to help coordinate your move by finding a carrier who can transport your belongings. However, once a carrier is assigned, like Oasis Moving in your case, the control over the actual handling, timing, and specifics of the moving process is largely in their hands, not Safe Ship's. We understand that this distinction might not fully alleviate your concerns, but it's important to emphasize that our direct influence over the moving team's performance is limited once the job has been dispatched out.
  
  Regarding the financial aspects and the change in your moving cost, such increases typically reflect additional items or services that werent accounted for in the initial estimate. It sounds like the increase in your move's cost was due to the extra boxes and potentially the space they occupied in the truck, which is a standard industry practice. However, the way it was communicated and handled seems to have added to the confusion, for which we apologize.
  
  The complications you faced on delivery, particularly the unexpected charges and the condition and handling of your belongings, are concerning. The behavior and professionalism of the movers as described are not up to the standards we expect from our carriers. As a result of this feedback, we are terminating our relationship with Oasis Moving to prevent such incidents in the future.
  
  We truly regret that your experience was not reflective of the high standards we strive to uphold. Regarding compensation, as a broker, Safe Ship Moving can assist in mediating issues between you and the carrier to seek resolution. We recommend filing a claim for the missing and damaged items, and we are here to guide you through this process to ensure it is addressed promptly and fairly.
  
  Thank you for bringing these issues to our attention, and once again, we apologize for the distress and inconvenience caused.

  Customer Answer

  Date: 07/11/2024

  SafeShip has contacted me and we have reached an acceptable resolution and I am satisfied. 

• Initial Complaint

  Date:05/09/2024

  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.

  They were suppose to accept the 7941 with written agreement. They added 6600 extra on delivery

  Customer Answer

  Date: 05/09/2024

  Lots of things were left that rheu were to take in the garbage 

  Business Response

  Date: 05/13/2024

  Thank you for reaching out with your concerns about the recent adjustments made to your moving costs. We understand that changes in pricing can be surprising and Im here to help clarify what has happened.
  
  During the booking process, our estimates are carefully crafted based on the details you provide to your Logistics Coordinator. This includes your inventory of household goods, any additional services required, and your specified pickup and delivery needs. This preliminary estimate serves as an initial guide to determine the volume and plan the logistics of your move.
  
  It's important to note that the estimate is indeed a preliminary approximation. At the time of pickup, the actual space your items occupy on the truck, along with any additional packing materials or services that might be needed, can affect the final cost. These potential adjustments are noted in our contract to ensure transparency.
  
  In your case, it sounds like the actual space needed for your belongings was greater than initially estimated, leading to an additional charge. This is a standard practice in the moving industry, where the final costs are based on the actual volume and services rendered rather than the preliminary estimate.
  
  I truly apologize for any inconvenience or confusion this may have caused. We strive to make every moving experience smooth and transparent. If you have any further questions or need additional clarification, please do not hesitate to contact our customer ********************** team. Were here to assist you every step of the way.
  
  
  
  
  

• Initial Complaint

  Date:05/07/2024

  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 March 2024, I contacted Safe Ship Moving to move a single person's large objects (couch, bed, desk, dresser, etc.) <5 miles from an apartment to a house. They charged an initial $723.62 for brokering the deal and contracted a fly-by-night company (A&S Packers and Movers dba Cozy Mozy) out of ********** to move everything. From the start, the manager in the office **** called me a day before they were scheduled to arrive and told me the movers were 20 minutes away. When I asked to confirm that was the case, he was unprofessional and confrontational. After I conceded, he called back 2 minutes later and rescinded saying they would be there the following day. The following day, 2 individuals in street clothes and a U-Haul rented truck without any English-speaking skills showed up at my apartment without any warning. After arguing with one of the movers vaguely between languages about what they would actually move and how they would do it (arguing about the number of steps from my apartment door to the truck), I ended up on the phone with **** again. He argued about needing an exact requisite to move- wouldn't move an ottoman that is a set of the couch because I didn't specify there was an ottoman. Eventually after being forced into needing their help, I was coerced into signing their contract to start moving and I had to Zelle $1,000 to A&S because they don't accept credit cards- gigantic red flat. Meanwhile, movers are complaining, working to extort $ from my family because they had to use the larger building elevator which is further away, etc. Fast forward to getting things in the house, they fail to get my couch in the house and leave it on the porch (as I instructed them to, so it was not damaged) and I had friends come help get it in later. Safe Ship has failed to handle this as a broker and an advocate for their client in this service, it is a predator in business operating under awful management, do not do business with this company under any circumstance.

  Business Response

  Date: 05/13/2024

  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address your request regarding your move in March 2024.
  
  Upon review of your case, I confirm that all contracted services for your moveincluding the transportation of large items such as a couch, bed, desk, and dresserwere completed as per the agreement. Safe Ship Moving Services acted as the broker to facilitate this service through a trusted third-party carrier.
  
  We understand that moving can be a stressful time, and we strive to ensure that all aspects of the service provided meet our customers' expectations. However, it appears in this instance that the services were rendered in full.
  
  Safe Ship Moving operates as a broker, we coordinate with carriers to ensure they deliver reliable service. If there has been a misunderstanding or specific issue with the services rendered, we are here to help clarify and address these concerns, although our policy does not allow refunds for services that have been completed.
  
  We value your satisfaction and are committed to understanding and resolving your concerns. Please contact our customer ********************** team at ************ with any further details or to discuss this matter directly.
  

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21680054
  
  I am rejecting this response because:

  As a broker, you are obligated to act in my best interest as dictated by the signed contracted and you are obligated to advocate on my behalf. If you cannot make right the wrongs by the contracted company on your behalf, a reputable business would correct in full the errors made. 
  

  You failed as brokers, you failed as business leaders in review of the issue, go f*** yourselves thoroughly. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/14/2024

  Please Disregard the previous response. It was for a different customer and the ******************** will not remove it one a reply is submitted. 
  U P D A T E D - R E S P ***** E 
  Thank you for sharing your experience, and we're truly sorry to hear about the difficulties you encountered during your move. It's important to us that our customers' relocations are handled professionally and efficiently, and it sounds like your experience fell short of the standards we strive to meet.
  As a broker, Safe Ship Moving facilitates connections between customers and ********************** companies. We carefully select our partners with the intention of providing reliable service. However, it seems clear that the service provided by A&S Packers and Movers did not meet expectations, particularly regarding communication and professionalism. This is not the experience we want any customer to have.
  Regarding the miscommunications about what was to be moved and the payment issues you faced, we acknowledge how stressful such situations can be. It is standard for moving contracts to specify the items to be moved; however, the situation with the ottoman not being moved as part of the set sounds like it was handled poorly. Additionally, it's concerning to hear about the demand for a non-standard payment method like Zelle under pressure, which is far from our usual standards.
  We take your feedback seriously as it helps us improve and hold our partners accountable. Thank you for bringing this to our attention, and again, we apologize for the inconvenience and frustration this has caused. We are committed to improving our service and ensuring that our customers have a better experience in the future.

  Business Response

  Date: 05/14/2024

  We take your feedback seriously and strive to act in the best interest of our customers.
  
  As a broker, our role is to facilitate the connection between customers like yourself and the transportation providers. We always aim to advocate effectively on your behalf. If there are discrepancies or issues with the services provided by our partners, we endeavor to work with them to seek resolutions within the constraints of our role and the contracted agreements.
  
  We are committed to improving your experience and the services we offer. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21680054
  
  I am rejecting this response because:
  

  You are not committed customer ********************** and support. When I called customer support to collect the disrespectful discount of $100 from the garbage moving company, ******** told me she would work to make this right. I STILL have not received any discount or refund.
  

  This business is a predatory business and you should be shut down permanently.  

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

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been the absolute worst moving experience I have had in the past 24 years. Safe Ship hired a random moving company that did not follow any of the guidelines agreed upon by both parties. My items were stickered and loaded into the truck before I coupd confirm what left and was loaded. I did not sign any of the lines annotated on the documents because I did not get eyes-on. The moving company sub-contracted tried to get me to sign blank documents and charge me extra for wrapping furniture. Once the sub-contractor arrived, some random guy walked up and introduced himself. He did not work for the sub-contractor, but was hired by them locally to help unload my stuff. So this is someone who does not even know the companys name that he is hired to work for, yet Safe Ship deems it okay for them to do business this way- not to mention I have issues with the insurance aspect of this.Also, many of my items came back scratched, broken, or the boxes bent to h*** I have one bike valued at over $2,500 and the bottom of the fork is broken because the movers didnt package it properly. I have yet to go through the rest of the items, but the delivery guys have not even conducted inventory of items being brought into my residence.Lastly, dont ever come to someones house to do work and ask to use their bathroom as soon as you enter their home. That is absolutely unprofessional, and especially so when you urinate all over the toilet without even attempting to lift the seat and clean the mess!

  Business Response

  Date: 05/09/2024

  We sincerely apologize that your moving experience was not up to your expectations. At Safe Ship Moving Services, we strive to ensure a smooth relocation for all our clients, and we're sorry to hear that we fell short in your case.
  
  We regret that the moving company did not adhere to the agreed guidelines. As a broker, we carefully vet our partners, but in this instance, its clear that the service provided was unacceptable. We will address this issue directly with the company involved and ensure they understand our quality expectations.
  
  Proper inventory tracking and accurate documentation are crucial to any move. We are sorry to hear that the process was not followed properly. The moving company should never request customers to sign blank documents, and additional charges should have been communicated upfront. We will reinforce our expectations with the moving company to prevent this from happening again.
  
  The conduct of the individuals involved, especially their request to use your bathroom and their unprofessional handling of your belongings, is inexcusable. We will ensure this feedback reaches the moving company so they can provide additional training and address these specific issues.
  
  We understand the frustration of discovering that valuable items were damaged during transit. We encourage you to file a claim as soon as possible with the moving company to address the damage to your bike and any other items. If you have concerns about the insurance process, we are here to guide you through it.
  Please reach out to our customer ********************** team directly at ************  so that we can help expedite the resolution of your claim and facilitate better communication with the moving company involved.
  
  We understand that this experience has been frustrating and want to assure you that your feedback is being taken very seriously. Your satisfaction is important to us, and we will work diligently to improve our services and provide a better experience in the future.
  
  Thank you for bringing these issues to our attention.

• Initial Complaint

  Date:05/03/2024

  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.

  Classic bait and switch, quote one price that sounded to good to be true full pack service for specific items, and then added $3,000 to ***** We insisted on original quote and the sub contracted movers did not take and held our furniture hostage until we gave them check for more than what was agreed upon.

  Business Response

  Date: 05/09/2024

  We appreciate you taking the time to share your feedback and we're genuinely sorry to hear about your experience. We strive to provide a positive and transparent moving experience for every customer, so your concerns are important to us.
  
  It's essential to clarify that Safe Ship Moving provides estimates, not guaranteed pricing or quotes. Every estimate is an approximation based on the information provided by the customer at the time of the reservation. As outlined in our estimate, any additional space, packing materials, or services required will be at an additional cost.
  
  Our goal is to give an accurate initial estimate to help determine the projected volume, but ultimately, what you pay for is the actual space used on the truck. We acknowledge that variations can occur during the move, and our aim is always to minimize unexpected costs by clearly stating this in our documentation.
  
  The additional costs you mentioned likely reflect additional services, space, or packing materials used beyond the initial estimate. These adjustments are detailed in our estimates, as extra charges may apply if more items or services are required.
  
  As a moving broker, we partner with moving companies that adhere to industry standards. If there were any issues with the subcontracted movers, we'd like to investigate this further to ensure that appropriate action is taken.
  Safe Ship Moving is an honest and well-respected brokerage that moves thousands of customers each month. Our commitment to transparency is unwavering, and it's never our intention to mislead. We understand that moving can be stressful, and we apologize if our estimate process caused confusion

  
  Thank you for your understanding, and we appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21665204
  
  I am rejecting this response because:
  Unfortunately, Safe Ship was asked one week ago that I would like to have my transcripts that supposedly was recorded. ******** and ***** divulged that my husband altered the moving instructions. I have yet to receive. In addition, the A & S packers who safe ship contracted, took items specifically told not to take such as medications. Maybe because they did not speak English. Since they had no tools we had to take furniture apart. One mover came in crocs and they kept coming off, sounds like a safety issue.  Safe ship cause undue stress because they were deceitful in allowing us to believe they were moving us and in fact charging us over $800 in fuel cost because the moving company came from ********** to ********************. Safe Ship mislead us intentionally.

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

  Business Response

  Date: 05/14/2024

  Regarding the request for call recordings, please understand that as a policy, Safe Ship Moving does not release these recordings to customers. This policy is in place to protect the privacy and confidentiality of all parties involved.
  
  Concerning the issues with the packing team, we sincerely apologize for any inconvenience caused. Safe Ship Moving Services is a broker, and we coordinate with various contractors to fulfill moving services. It seems there were several areas where the service did not meet expectations, for which we apologize. We always aim to work with reliable subcontractors, and your feedback is crucial in helping us assess and improve our service quality. We will address these concerns with the packing team involved to prevent such incidents in the future.
  
  Your feedback is invaluable as it will help us prevent things like this from happening in the future. 
  
  
  
  
  

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21665204
  
  I am rejecting this response because:
  Your representatives stated that my husband told to alter the contracted items set to be transported, siting the recordings. Therefore we have the right to dispute your allegations by providing us with transcripts. I also attached my ruined sofa that the movers scraped or possibly just walked on with no regards to our property. 

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

• Initial Complaint

  Date:05/02/2024

  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 $2715 when I first spoke with someone from Safe ship. I described all the items in my tiny studio apartment in ********* that I was shipping to AZ. I was assured they were the best, most reliable, and inexpensive company to choose for cross country moves. The day before the move I spoke with another man and I went over everything again with some slight changes but all the furniture was the same as well as the number of boxes and garment bags. I described everything in detail and size and he quoted me $3398 because the original quote was inaccurate. Okay, I thought that's still doable. Morning of the move, the movers tell me I have way more than they anticipated, even though I had gone over everything with someone the day before. My final cost was $8190! I had no choice but to pay the $3,347 due at the move. I had to get out of my apartment on that day and they knew it. I called safe ship and talked to several nice people but made it clear I felt like I was being scammed by them. They took off about $300. Not enough. What's the point of quoting someone if it's going to be so insanely inaccurate. I feel like I was lured in with a low ball quote and day of the move, when I had no choice but to pay, they hiked their price up. It should be illegal what they're doing.

  Business Response

  Date: 05/09/2024

  Thank you for sharing your experience with us. We sincerely apologize for any frustration you faced during your move.
  
  At Safe Ship Moving Services, we provide estimates based on the information shared with us at the time of booking. We strive to ensure our estimates are as accurate as possible, but it's important to note that estimates are not quotes. They are approximations designed to provide a preliminary guide based on the initial volume you shared at the time of booking.
  
  As specifically outlined in our estimates, any additional space, packing materials, or services required during the move are at an additional cost. Our estimates are based on the expected volume of items provided by the customer at the time of booking. However, the final cost depends on the actual space used on the truck. This is why estimates may change if the volume or services required differ from what was initially indicated.
  
  We're sorry to hear that the final cost was substantially higher than expected. The increase in your case was due to the additional volume and packing materials required, which the movers communicated to us on the day of the move. We understand how this can be frustrating, especially when you were already facing a tight timeline to vacate your apartment.
  
  We appreciate your feedback and will use it to improve our processes to better communicate the factors affecting cost changes to our customers. If you need further assistance or clarification, feel free to reach out to our customer ********************** team.
  

• Initial Complaint

  Date:04/28/2024

  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.

  3 days before my scheduled move, a representative called me and said that my new estimate was $1400 more than my contracted amt.They misrepresented their services, terms, and refund policy.

  Customer Answer

  Date: 04/29/2024

  I had been working with one representative- ****** - for 3 months to find the right rate and date for a move. He assured me the quote wouldn't change for my 7x10 storage unit move from ********, ** to ******, **. I met with another representative who finalized the contract rate and took a deposit to reserve the shipping date. Three days before the move, 4/28/24, I was called by a third representative who said he wanted to finalize details of the move. *****, then proceeded to ask me questions about what was in my storage unit - the inventory had not changed as it is a finite space. He then told me I needed to pay $1400 more for the move to go forward on Wednesday,  May 1st. It was devastating and it was a classic bait and switch. The two prior representatives had the same information and said that was the rate for shipping my property. There was no one to speak with to escalate the issue for remediation and I was told that the deposit was non-refundable with no recourse. 

  This is just wrong. The company should have had the last coversation with me three months ago so that i could have made an informed decision but they waited until the last moment to "offer" me new shipping details. ***** also said that the shippers could change the price onsite when picking up the property. They need to improve and do better. Shipment was not made. I would like a full refund of my deposit.

  Business Response

  Date: 05/04/2024

  We understand your frustration regarding the updated moving estimate and would like to clarify our process.
  
  Safe Ship Moving Services, as a broker, adheres to standard industry practices, which include conducting a final inventory review a few days before the move. This ensures all items are accounted for accurately, preventing surprises on moving day. Adjustments in your estimate can occur if the actual inventory or required services differ from the initial assessment.
  
  We aim for transparency in our operations and communications, especially regarding our role as a broker and our refund policy, which allows for cancellations within a 72-hour window post-bill of lading signature.
  
  For any further clarifications or concerns, please contact our customer ********************** team at ************.

  Customer Answer

  Date: 05/16/2024

  I reject their response.

  I submitted a response and don't see it here. 

   

• Initial Complaint

  Date:04/24/2024

  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.

  DO NOT USE SAFE SHIP!!!!!!!!!!!! After doing WEEKS of research and getting quotes, I FINALLY decided to go with Safe Ship. ****** currently is (because my stuff still hasn't been delivered) my point of contact. ****** knew how skeptical I was of the entire moving experience because of how every company talks about the next. I thought he would make this process simple and straightforward and almost put in more effort because of how much hesitancy I had. NOPE.The pickup was easy. No complaints there. I was told my stuff would take 2-12 business days to deliver (fair). It's currently day 17. The Friday after they picked it up, I called for an update, and they said it should be arriving the following Wednesday (sweet... awesome). Wednesday came around, and I called them to see what the deal was because no one had talked to me since..... "Shoot... it never got loaded!!".... Really? It never got loaded?! And probably still wouldn't have if I didn't call?? Then they said "Ok it'll be there next Monday" (fine.... whatever).... Monday comes around, and I have to call again because I had no update.. STILL NOT LOADED!!! It wasn't until TODAY (4/24), DAY 17, they called and said it finally got loaded up (who knows if that's true). They said I should receive it in 2-4 days. (we'll see).For reference, my pickup was ************* to *****.... They said it was finally loaded back in the truck from *******. 1.5 hours away from my house. If you have a helping hand, DO NOT hire ANY movers. Just don't.......It's getting real old having to sleep on an air mattress and not having my valuables.

  Business Response

  Date: 04/29/2024

  Thank you for reaching out and sharing your concerns with us. We understand how frustrating delays can be, especially when you are counting on a smooth moving process. Here at Safe Ship Moving, we aim to be as precise as possible when coordinating with the Motor Carriers that handle our customers' shipments. Despite our best efforts, unforeseen circumstances can sometimes cause delays.
  
  It's important to note that all pickup and delivery timeframes provided are estimates. As outlined in our agreement, these are not guaranteed times. Various factors can influence these schedules, including mechanical issues, traffic, weather conditions, and changes in carrier routes, among others. These are unfortunately beyond our control, but we strive to keep our customers updated and informed.
  
  Please remember that as a broker, Safe Ship Moving coordinates the logistics of moving your belongings by finding and assigning independent Motor Carriers to perform the actual transportation. This means that while we manage the scheduling and customer interaction, the physical movement of your items is conducted by these third-party carriers.
  
  Your shipment should now be on its way, and we are committed to monitoring it closely to ensure that it reaches you within the newly stated timeframe. Meanwhile, our customer ********************** team is on standby to provide any further updates or assistance you may need.
  
  Thank you for your patience and understanding. We value your business and are here to support you every step of the way. Please feel free to reach out if you have any more questions or need further assistance.
  
  

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21622253
  
  I am rejecting this response because: they told me my things were going to be arriving 10 days prior. Here's the timeframe.

  Stuff is picked up 4/7. I called on 4/12 for an update, and they told me I will have my stuff by 4/17. I called 4/17 because I never heard anything. They told me "sorry I forgot to do it". (so, because you FORGOT to do it.... my stuff is now delayed almost another week.) On 4/17, they said we'll make you stuff a priority, and it'll be there the next Monday 4/21. I had to call again because no one at any THREE (safe ship, way2go, and their third company they used for this job.. absurd) companies knows how to properly communicate, and they said it's still not loaded up, and it's still in ****.... (****?!!!!! My house, the place they picked it up from, is 1 hour away from where my stuff still is?!!! 2 weeks later???????). They finally get my stuff here on 4/27.

  Here's the best part though..... I paid ****** and Safe Ship up front for 'long-haul' fees, and then this company that dropped my stuff off made me pay $375 EXTRA and refused to give me my stuff unless I paid it (when I already paid it!). Finally, after I paid it, I was watching the helpers get my stuff from the front of the truck, and they didn't take proper care of my stuff. I had to tell them what I had in there so they would be aware and not throw that TOO.... I attached a picture of my $2,000 dresser they dropped on someone else's riding lawnmover. I watched it happen...... My work from home table was also slightly broke, but I managed to fix it after I bought a few things from the store. Oh yeah... One more thing. When I called ****** and told him I had a few issues and some of my stuff got damaged, he hung up and blocked my number................. I'm ****** with how this process went. ****** knew this was my first time hiring a moving company and how skeptical I was on the whole thing. I thought he'd make sure to take care of me, but that was NOT the case. DO NOT USE SAFE SHIP! I'll be sure to tell everyone I know.

  So yeah..... I want to be compensated for the $375 that I had to pay for the long-haul, my $2,000 dresser that is probably worth half of the price, me having to sleep on an air  mattress for an extra 10 days because they told me it was going to be there on the 17th, the unprofessionally from ******, and then just how terrible of a job this was.

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

  Business Response

  Date: 05/04/2024

  Safe Ship Moving Services acts as a broker to coordinate your move and we engage with carriers like Way 2 Go Moving to handle the actual transportation and delivery of your belongings. We understand the importance of keeping your items safe and delivering them in a timely manner, which is why we are disappointed to learn about your experience.
  
  Regarding your request for a refund, we regret to inform you that as per our policy, we are unable to offer refunds once the service has commenced. This policy is part of our terms and conditions which are intended to clarify the limitations of refunds.
  
  However, we take the failures you described very seriously and as a result, we are terminating our partnership with Way 2 Go Moving due to the unacceptable level of service they provided in your case. This decision reflects our commitment to maintaining high standards and accountability among the partnered carriers.
  
  It's important to note that all delivery and transit times provided are estimates. These estimates are clearly outlined in the agreements and communications provided to our customers. We strive for accuracy in these estimates and regret any miscommunication or misunderstanding that *** have occurred in your case.
  
  Regarding the additional $375 charge you paid, this is deeply concerning, and we are investigating this issue with the carrier. Safe Ship Moving does not condone such practices, and we aim to ensure that all charges are transparent and justified.
  
  To address the damage to your belongings and the poor communication from our team, we are reviewing the details you provided and will follow up with the appropriate actions to prevent such incidents in the future. Meanwhile, we encourage you to file a claim through the carrier's claims company for the damages incurred.
  
  Again, we sincerely apologize for the frustrations and inconvenience you experienced. We are dedicated to improving our services and ensuring that our customers' ********************** experiences are positive. Thank you for bringing these issues to our attention.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21622253
  
  I am rejecting this response because: They promised me 'x' amount of dollars back because of my experience, and now I'm only receiving a 1/3 of that. *Don't use safe ship*
  
  *********************

• Initial Complaint

  Date:04/21/2024

  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.

  Bad customer ********************** Kept changing the contracts and the amounts at all stages. Intentionally deceived us by quoting an amount and waiting till the expiration period of the refund to requote us knowing we could not cancel.

  Business Response

  Date: 04/29/2024

  We're really sorry to hear about your experience with the changes in your volume and pricing. Its important to clarify that Safe Ship Moving Services aims to provide accurate and transparent quotes initially based on the information provided at the time of the estimate. If there are changes in the scope of your move, such as additional items being added or services required, this can result in adjustments to the original estimate. As outlined in your estimate, if you add more volume or services the price will change.
  
  We certainly don't want our customers to feel deceived, and it's crucial for us that all changes are communicated clearly and promptly. Regarding the refund policy, it's true that cancellations are subject to a 72-hour window following the bill of lading signature for a refund. This policy is intended to provide a timeframe for customers to reconsider their service agreement without penalty. Please see the attached document.