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: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.

  I was originally given a quote of approximately $2900 to move 9 furniture items and **************************************** ********** to a storage unit in ******** with a down payment of nearly 1500. It seemed somewhat high, but I needed to make the move in 3 weeks and the salesman insisted that he was giving me a great deal which needed to be accepted immediately, which should have been my first clue. I was told that they would contact me two days before the movers would arrive, but I ended up having less than 24 hours, which meant we were not quite finished packing when the 3 movers arrived. They seemed to work rather quickly at first, but things slowed as I eventually found out that they were totally dismantling an already partially dismantled full daybed and I suspect the twin daybed as well. I was told to buy two rather large TV boxes, which they never used. Also the man in charge was going to charge me additional fees for having to use the stairs, but I showed them where to park in order to use the elevator. Later, in spite of the fact that we had only 22 boxes and 8 pieces of furniture to move, he told me that the estimate had been for 350 Sq ft and my stuff was actually 451. Instead of the remaining 2 payments being app. 725 each, they became 1225 and 1025, total 3750. Then he proceeded to tell me what to write for a BBB review, stood over my shoulder while I typed it, clicked the button to post it and then took a picture of it with his phone. Plus he didn't leave me a copy of the bill.

  Business Response

  Date: 04/29/2024

  Thank you for reaching out to share your concerns, and I sincerely apologize for any distress or inconvenience you *** have experienced during your move with Safe Ship Moving. I would like to provide some clarification regarding how our estimates and actual moving costs are determined, as well as address your specific concerns.
  
  At Safe Ship Moving, we provide initial estimates based on the detailed inventory of household goods and specific moving needssuch as extra services and pickup and delivery preferencesthat customers provide during the setup process. This initial estimate, as was the case with your move from ********** to ********, is indeed an estimate intended to give a preliminary idea of the moving costs based on the information provided at that time.
  
  As per the contract, which we strive to make as clear as possible, the actual moving cost can vary depending on several factors observed on the moving day itself. These factors include the actual space your belongings occupy on the truck and any additional packing materials or services that *** be required. In your situation, it appears that the actual space used was larger than initially estimated, leading to an adjustment in the final price. This practice is standard in the moving industry and is a safeguard against discrepancies between estimated and actual moving loads.
  
  Regarding the other issues you've described, such as the notification time for the arrival of movers, the dismantling of furniture, and the unused TV boxes, it sounds like there *** have been some miscommunications and service shortfalls. We take such feedback seriously as it helps us improve our services.
  
  Also, it is neither our policy nor practice to influence customer reviews. Safe Ship ********************** values honest and transparent feedback, and what you've described is concerning. We will look into this matter to ensure that our services are provided with the highest professional standards and respect for our customers.
  
  We truly regret any inconvenience these issues *** have caused you and would like to learn more about your experience to address it properly. Please contact our customer ********************** team directly at ************, and we will do our utmost to resolve your concerns satisfactorily.
  
  Thank you for bringing these matters to our attention. We are committed to improving and ensuring that all of our customers have a positive experience with Safe Ship Moving.
  

• Initial Complaint

  Date:04/17/2024

  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 reached out to this company in the past about their services. After which I have been repeatedly texted about their offers. I have requested to be removed from their messaging list and continued to get messages. I started to block the incoming numbers and they continue to send messages. I called the company and anytime I ask to have my number removed from their list they hang up immediately or put me on a dead end transfer that results in the call being ended by Safe ship. They continue to send me messages even beyond this.This company uses anti-competition marketing telling customers explicitly "do not to shop around for better prices." They threaten if you shop around they will not provide a service to you. They repeatedly send texts even after you ask to be removed from their list. If you mention a complaint or you are unhappy they immediately hang up on the customer. They use dead end transfer lines to hang up on the customer.

  Business Response

  Date: 04/19/2024

  We're sorry to hear about the difficulties you've experienced with our communication practices. Safe Ship Moving values the trust and satisfaction of our customers deeply, as we service thousands of clients each month with the intent to provide high-quality moving services. We strive to maintain clear and honest communication with all our customers.
  
  It seems there may have been some misunderstandings regarding our practices. We want to clarify that it is not our policy to discourage customers from shopping around or to communicate in ways that might be perceived as threatening. Our goal is always to offer competitive and transparent pricing.
  
  Regarding the issues with our messaging, we apologize if our responses have not met your expectations. If you've requested to be removed from our contact list and have still received messages, this is certainly not up to our standard of service. We are looking into this matter to ensure it does not happen again. Also, our policy is to provide helpful customer support, including efficient and respectful handling of calls and requests.
  
  As a step towards resolving this, we have confirmed your removal from our messaging systems to ensure no further communications are sent. We're committed to improving our customer ********************** processes and appreciate your feedback as it helps us serve you better.
  
  If there is anything more we can do to assist you, or if you have further concerns, please reach out to our customer ********************** team directly. Thank you for bringing these issues to our attention.

• Initial Complaint

  Date:04/15/2024

  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.

  We have had the absolute WORST experience with this company. I am writing this for my father who is 82 years old. He was moving from ********* all the way out to ******** to be closer to family as he needs to be taken care of. I spoke to ****** and ****** the most. ****** made A LOT of empty promises throughout this process and then one day just stopped helping us. She told us ****** would be in contact with me or my sister and WE NEVER heard from ****** and still, I have never spoken to her. SafeShip NOT ONCE called my father, the one who is paying them for their services, to update him on anything. He did not receive once piece of communication after paying them. Me and my sister had to call from blocked phone numbers so they would answer. When they did answer, we were never allowed to speak to a supervisor and we were always given the run around. They told us that our check bounced so we actually got a discount of thousands of dollars which is 100% untrue. We gave them a cashiers check which CANNOT bounce. ****** told me that she would have supervisors reach out to me, so did ****** and that never happened. It took 3 weeks for my dads things to arrive. The driver was incredible and so helpful. He had no idea what was going on and my father STILL never received communication from Safe Ship. We had an 18 ******* that needed to get into a small space. ****, our driver, managed to make it happen so that we didn't have to pay extra money which we were never told about either. My dad being 82 years old, was not explicitly told any of this and they rushed him through the signing. I believe they are taking advantage of eldery people. ****** then told me that we got a discount because our driver couldn't get through to the home but they took $200 off. This is untrue because **** did make to our new home. ****** was telling me information that was inaccurate and was arguing with me even though I was there. This company is trash. We would like a refund or money back.

  Business Response

  Date: 04/17/2024

  Thank you for taking the time to share your fathers experience with us, and I apologize for the distress and inconvenience this situation has caused your family. I want to address each of your concerns directly to clarify Safe Ship Movings role and how we handle the moving process.
  
  Firstly, we want to emphasize that Safe Ship Moving operates as a broker in the moving industry. Our primary responsibility is to coordinate with carriers who perform the actual moving services. Once the carrier is assigned and takes charge of the move on-site, our capacity to influence the specifics of the execution is limited, as the operational procedures are managed by the carrier, which operates as a separate entity.
  
  Regarding communication issues, it is our standard procedure to maintain clear and consistent contact with our clients. It is concerning to hear about the difficulties you faced in reaching out to our team and the lack of updates provided to your father. This level of service is not what we aim to deliver, and we are looking into the miscommunications with our staff members ******, ******, and ****** to ensure that this does not occur again.
  
  It's also important to clarify the matter of the cashiers check. A cashiers check indeed should not bounce, and if there was any misinformation regarding payment issues, we sincerely apologize for the confusion and any statements made that contradicted this fact.
  
  As per the delivery timing and the discount mentioned, moving timelines can vary due to numerous factors including route complexity, logistical limitations, and legal driving limits. Any discounts or financial adjustments made are typically documented thoroughly, and I would be happy to review your father's contract and the specific adjustments mentioned to provide a clearer picture and rectify any discrepancies.
  
  Safe Ship Moving is committed to ethical practices and transparency, and we take any accusation of taking advantage of customers, especially the elderly, very seriously. We strive to ensure all customers are fully informed and comfortable with all aspects of the service contract they sign.
  
  Thank you for your feedback, and again, we are truly sorry for your experience.
  
  
  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21580065
  
  I am rejecting this response because it does not address a refund of any sort of money. I would like if my father could AT LEAST get his deposit back which was around $2000. If you look at ANY other review of safeship, there are MANY accusations about taking advantage of the elderly AND veterans, which both things represent my father. While we may have gotten his things in the allotted time, the communication was far too stressful and unacceptable for no money back on this. If you pride yourself with your communication then there should be NO mishaps when it comes to communicating with your customers. I was yelled at, hung up on, lied to and given the run around so many times. If you look into the account you can see how many COMPLAINS and CALLS I made that were NEVER returned. I think as a company you can do MUCH better in settling this issue by refunding $2000 for the terrible customer **********************, lack of knowledge and scamming the elderly/Veterans because they are easy targets. It's disgusting and downright wrong, especially to see SO many other people have had to go through this scam. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/19/2024

  Regarding the issues of communication youve described, please know that we take such feedback seriously. We are committed to continuous improvement in our customer **********************, and the behavior you reported is not acceptable by our standards. The agents involved have been addressed to ensure that such an experience does not occur again.
  
  As a broker, Safe Ship Moving coordinates with various carriers to ensure the transportation of your items. While we strive to oversee a smooth and stress-free moving process through our partners, our direct control over their individual actions can be limited. However, we do hold our partners to high standards and your feedback is crucial in this process.
  
  I understand you are requesting a refund of your deposit. As per our policies, Safe Ship Moving can only offer refunds if a service cancellation occurs within a 72-hour window after the bill of lading is signed, and since the services were completed within the agreed time frame, we are unable to issue a refund in this case. 
  
  Again, we apologize for the inconvenience and upset we have caused. Our goal is to ensure that all our customers have a positive and stress-free moving experience. Thank you for bringing these issues to our attention, and I look forward to your response so we can resolve this matter to your satisfaction.
  
  

• Initial Complaint

  Date:04/12/2024

  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.

  The first correspondence I had with safe ship I was quoted $3999.00 to move. On the Second correspondence with the company quoted me $12,000 to move my household across country. I gave them a more accurate itemized list of what I had. I was ok with that price. The Day they came to wrap and and load the truck they said I needed to add more money. The total came to $18,000. That was excessive for what I had. But it was too late to drop them as the new owners were closing on the house. When they delivered there was only one person unloading and the driver. My daughter and grandson helped unload. I called both Safe Ship and Plymouth Moving van. Of course I was screaming. I was told by the manager of Plymouth I didnt have enough items to warrant more than one person. The person (an operator) at Safe Ship was busy taking down my statement so she could submit it. I know this is all contracted out to individuals but this is the most horrible experience especially for all the money I paid. Safe Ship is nothing but a company that dupes people. Sorry I was so naive. Doubly sorry these people took an 82 year old woman for granted. With all the complaints I read about them now on your site how are they still in business??

  Business Response

  Date: 04/17/2024

  We sincerely apologize for the stressful experience you had during your recent move with us. At Safe Ship Moving Services, we aim to provide reliable and transparent services, and we regret that your experience did not meet those standards.
  
  We appreciate you bringing your concerns to our attention. Regarding the price increase, it's important to clarify that our initial estimate are based on the estimated volume of items as described by our customers. When you provided a more detailed list, we revised the quote to reflect the actual volume and necessary resources for your move. However, any further changes on the move day should have been communicated more clearly and agreed upon transparently.
  
  Concerning the unloading process, it is unacceptable that you were left to manage with insufficient help. We set high standards for our partners and the service they provide, and it's clear that Plymouth Moving did not meet these expectations in your case. We will be reviewing and ultimately terminating our agreement with this carrier to prevent such incidents in the future.
  
  Please know that Safe Ship is a broker, and while we coordinate with carriers to arrange transportation, our commitment is to ensure all operations are carried out correctly by our partners. We take your feedback seriously and are investigating your claims to ensure that we make the necessary adjustments to our partner selection process.
  
  Thank you for your feedback, and again, we are truly sorry for your experience.

  Customer Answer

  Date: 04/22/2024

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

• Initial Complaint

  Date:04/10/2024

  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.

  On March 28 and 29th we scheduled a full service pack and move. We were told that we would expect a packing team of about 5 and a full size semi tractor trailer for the move. Packing was scheduled to start at 8am. What we got was 3 people (two didnt speak English), arrived in a Penske 26 van and demanded to arrive at 2am. They pack using no packing materials. They put stacks of plates in boxes with no padding in between and threw our clothes (still on hangers) on top for some. This process was used for nearly everything they packed, more like just threw in a box. They disassembled furniture but lost many nuts and bolts. They reassembled 4 pieces but only because I asked them to before they left. Suffice to say we have MANY broken plates, missing hardware for reassembly of furniture, bent and broken various items due to compression and lack of padding.No boxes we labeled so they didnt know what box went where. Their solutionput it all in the garage and let me sort it out. We were forced to sign documents that everything was complete before they went back for the second load. Numerous things on the pack list were refused or just left at the house and not moved. We paid an additional $450 to move a heavy safe. They was refused by the movers that showed up as they were completely unequipped to do so and they tried to claim it wasnt on the packing list. They did however remove the $450 charge but we still have to deal with moving the safe ourselves.Furthermore, I complained to them and I asked them to be discrete when discussing any of this with the brokered company as they have our address and phone. Now Im getting harassing calls from the driver.Bottom line,we purchased a high end, professional pack & move package for over $12k and received a Penske truck, hired muscle that I could have hired from the local college or ********** parking lot and received a better service. Me and my wife are stuck doing the things we paid big money for.

  Business Response

  Date: 04/17/2024

  Thank you for sharing your concerns about your recent moving experience. We truly apologize for the distress and inconvenience you've described, as it certainly does not meet the high standards we aim to provide.
  
  Regarding the discrepancies in serviceparticularly the packing process and the equipment usedwe understand your frustration. Safe Ship Moving operates as a broker, partnering with various carriers to execute moves. We strive to ensure all partners meet our expectations for quality and professionalism. It's clear in this instance that the service provided by the contracted team fell short, and for that, we are truly sorry.
  
  The lack of appropriate packing materials and the handling of your belongings as you described are concerning, and we are addressing these issues directly with the carrier involved to prevent a recurrence. We appreciate you bringing this to our attention. Safe Ship Moving will be terminating our service agreement with the carrier assigned to your relocation. 
  

  To assist you with the damaged and missing items, we will be sending you the necessary claims forms and information on how to proceed with property damage claims. Our aim is to ensure this process is as smooth and supportive as possible.

  Additionally, we take the safety and privacy of our customers very seriously. The alleged harassment by the driver is unacceptable. We are investigating this matter urgently to ensure it is resolved appropriately and to uphold the integrity of our service.
  
  Thank you for your patience and for communicating your experience.

• Initial Complaint

  Date:04/08/2024

  Type:Billing 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 used Safe Ship Moving service for a home move from ***** to ****. We were told multiple times that all parties involved were with this company and the fact they were a broker using contractors was not disclosed. The movers damaged multiple pieces of furniture by not properly packing the items. We paid for platinum packing and binding service, yet the lack to utilize these services wasnt followed which resulted in the damage. We were not offered additional insurance and assumed the included amount would be sufficient however we were told 60 cents of insurance per pound for the move, not per item. We were also charged for 900 cubes of space but they only used 750 cubes. At a minimum we should be refunded for the services not followed that resulted in the damage and the unused space we were charged for. Total: $2100

  Business Response

  Date: 04/09/2024

  We sincerely apologize for the difficulties you've experienced during your move from ***** to ****. At Safe Ship Moving, we strive to ensure that all aspects of our service are transparent and clear to our customers, and we regret any misunderstandings that have occurred.
  
  To clarify, Safe Ship Moving is indeed a broker; we coordinate with vetted carriers to perform the actual moving services. This status is consistently disclosed across all our websites, official documentation, and the paperwork we provide, including the estimate and bill of lading that you signed at the time of booking your move. The word "broker" is listed in our estimate seven times. We aim to be transparent in our role to avoid any confusion about the nature of our services.
  
  Regarding the damages to your furniture, we understand how frustrating this situation can be. As part of the moving services arranged through us, standard cargo protection at 60 cents per pound per article is included, which is standard in the industry. This coverage is explicitly detailed in the paperwork provided during the booking process. For additional protection, we encourage customers to consider purchasing extra insurance before the move commences, although it seems there was a communication gap in this instance for which we apologize.
  
  We kindly ask that you initiate a claims process by contacting our customer ********************** team. They will guide you through the steps to file a claim regarding the damages and the space discrepancy. Please have your signed estimate and any correspondence regarding your moving service ready to help expedite this process.
  
  Thank you for bringing these matters to our attention.
  
  
  
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21547365
  
  I am rejecting this response because:

  I Answered all questions as asked at time of booking. After services were performed I was told I would need to pay more because of room ( I did not need the extra room and it was not refunded). I was told personally by perfectly fast moving that while safe ship was a broker, they were part of safe ship on the operations side of the business but the same company. To me, the broker deal was done in house as thats what I was told. Safe ship also charged me for the packing service, no perfectly fast. Be responsible for your contracts as I cant even find perfectly fast moving on BBB

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

  Business Response

  Date: 04/17/2024

  We're sorry to hear about your concerns regarding the additional charges from Perfectly Fast Moving. Safe Ship operates as a broker, coordinating services with third-party movers like Perfectly Fast Moving, which are separate entities responsible for the physical moving services.
  
  If you were charged for extra room and packing services that you believe were unnecessary, it's important to review your service agreement and the initial moving estimate. These documents should clarify the basis for these charges. I recommend contacting Perfectly Fast Moving to request a detailed breakdown of the charges and to address any discrepancies. Safe Ship is committed to transparency and customer satisfaction, and they should be able to assist you in resolving this issue.
  
  
  
  
  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21547365
  
  I am rejecting this response because:

  Safe Ship was the company who stated I needed the packing, had to up the cubic feet needed and charged me for those services. Perfectly fast moving did the leg work and told us they worked for safe ship. I reject this because your company is using the term broker to escape responsibility. End of the day, Safe ship is who said I needed services I didnt and past those services off to another company. They are also the ones who brokered to a company who should not be in the business and I guarantee I am not the only complaint. They brokered the best financial gain for themselves with unqualified movers and pass all blame to ************ versus themselves. 

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

• Initial Complaint

  Date:04/05/2024

  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.

  Scheduled a move with safe ship, and immediately after scheduling, my wife asked me to cancel after reading some of the reviews. I called, the salesman ****** talked me out of it. He assured me the price was fair at *****, so I gave my deposit. My move's circumstances required me flying, so when I met the movers, they were one day late, so I had no time for rescheduling and my house was selling a week later. The moving team arrived and raised the price an additional ***** and I had no recourse to negotiate. The manager made me very uncomfortable and any time I questioned him, he seemed to fabricate information, such as saying he was giving me $600 in boxes on the house. What does $600 in boxes look like? $1 each? I called safe ship and they advised me to go with it and keep giving these people money and they would advocate to reimburse me afterwards. I have had one customer ********************** representative attempting to assist, but the rest of the team have advised me to give up on reimbursement and now acknowledged they are just a broker, they're always going to advise in their own interest to go with the deal. Being agreeable and working with safe ship resulted in them farming as much money from me as possible and them losing interest once the deal was complete. I hope others see this and know the first person you talk to is always the friendly salesman, and they will say anything to close a deal: it's their livelihood. ****** learned.

  Business Response

  Date: 04/17/2024

  We sincerely apologize for the frustrations you've experienced during your recent move. Our goal is always to provide a reliable and transparent service, and we regret that your experience did not meet the expectations we strive to uphold.
  Regarding the delay in pickup, please understand that while we make every effort to ensure timely service, sometimes delays occur that are beyond our control. As stated in our agreements, all pickup ETAs, delivery timeframes, and delivery ETAs are estimates and not guaranteed. Factors such as truck breakdowns, traffic, severe weather, and other logistical challenges can impact schedules. We appreciate your understanding in these situations, though we recognize the significant inconvenience caused.
  
  Concerning the price increase you mentioned, our initial estimates are based on the detailed inventory and service requirements provided at the time of booking. If the actual moving conditions or requirements differ from those initially provided, this can result in additional charges. However, it is essential that these adjustments are communicated clearly and justifiably, and we apologize if this was not managed appropriately in your case.
  
  We are also sorry to hear about your discomfort with the moving team and management. Customer comfort and trust are paramount, and it is concerning to hear of any interactions that do not reflect high standards of professionalism and respect.
  
  We take your feedback seriously and will use it to evaluate and improve our service and communication processes. Additionally, we encourage you to continue working with our customer ********************** team, who are committed to advocating on your behalf to address and resolve these issues.
  

• Initial Complaint

  Date:04/05/2024

  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.

  In 11/2023 I contacted this broker for a relocation quote due to work. Due to having trouble in the past with brokers, I specifically requested the name of the moving company to save time/money as a broker isn't necessary. ****************, the broker refused to provide me the names of companies saying "its illegal". Forced to deal with her, I provided an accounting of my furniture and boxes to be packed. I had to delay the move, I'm a federal gov't employee and they aren't very "organized". Finally, I called to get started with a move/delivery date of 4/15/2024. I received a call on 4/4/24 from Safe Ship and spoke to a man named ****/*** to go over inventory; there were 2 essential items NOT on my inventory that had to be added which were an adjustable mattress and dining room table as well as things to be removed like 3 ottomans (I never reported that). The end quote with updated items was $500.00 more than the original quote AND, I'd be responsible. ***/**** was SURE to tell me immediately that my deposit wasn't refundable. I called ****************, the broker who advised that she could pull a recording of the call/quote in 11/2023 and call me back. **************** never called me back; I instead got a call from *******/******** regarding the matter and was told there was nothing they could do. I asked about the recording of the call mentioned by **************** and *******/******** said it wouldn't happen because its not necessary because they hadn't charged me anything. I said, what about the $1,300 deposit? *******/******** said "we aren't making any money from you". I just want my initial quote to be honored and I'd like the deposit returned; When I received a call from the actual moving company I was told the actual moving company doesn't receive any of the deposit money. Therefore, as I was misrepresented from the beginning and ******* C lied, I'd like the deposit back, or, paid to the people who are actually moving my furniture. Safe Ship simply lied and refuses to own up to it.

  Business Response

  Date: 04/17/2024

  Thank you for reaching out and sharing your concerns about your recent moving experience. We appreciate the opportunity to clarify the situation and address your concerns.
  
  Regarding your request for the names of moving companies, as a licensed broker, Safe Ship adheres to industry regulations which include privacy standards that prevent us from disclosing specific carrier details prior to securing a formal agreement. This policy is in place to protect the integrity and obligations of all parties involved, including customers like yourself.
  
  Our cancellation policy, which requires that refunds must be requested within a 72-hour window following the signature of the bill of lading, is designed to ensure both parties have a clear understanding and agreement before proceeding with the logistics and execution phases of the moving process. This policy is standard in the moving industry and helps prevent the scheduling and resource allocation issues that can arise when cancellations happen unexpectedly.
  
  I understand that changes to your inventory list led to an adjustment in your final estimate. Our estimates are based on the specific items and conditions reported during the initial inventory process. When additional items are added, such as your adjustable mattress and dining room table, the price adjusts accordingly to reflect the increased resources required to accommodate these items.
  
  As for the deposit, this fee covers administrative and logistical preparation costs incurred by Safe Ship and is part of our service guarantee to secure and organize your moving process efficiently. The deposit is typically non-refundable 72 hours after signing the Bill of Lading, as outlined in our terms of service, to compensate for the resources allocated during the planning stages.
  
  We strive for transparency and accuracy in all our communications and regret any misunderstanding regarding the return of your call and the nature of the recordings. We are investigating why **************** did not follow up as promised and will ensure that our staff better manages such commitments in the future.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them to move me from ***** to ******. I paid them over $20,000 because I wanted my things packed well and kept safe. I have only received part of my things with many being broken. They have been telling me 2-3 more weeks for delivery of the rest of my things since the beginning of January. Now they dont even return emails and phone calls. I want a half refund and the rest of my things

  Business Response

  Date: 04/03/2024

  We want to express our sincere apologies for the challenges you have faced during your moving process from ***** to ******. We understand how distressing it can be to encounter delays and damages, especially when you have entrusted us with your belongings for a move of such significance.
  
  It's important to clarify our role in your moving process. Safe Ship Moving Services functions as a broker, not a carrier. This means that while we coordinate and arrange for the transportation of your items, the actual transportation is carried out by third-party carriers. In your case, Rado Express Logistics is the carrier responsible for the packing, transportation, and delivery of your property.
  
  We recognize that this distinction does not diminish the inconvenience and frustration you're experiencing, but we hope it helps clarify the steps we can take to assist you further. Safe Ship Moving is committed to facilitating communication between you and Rado Express Logistics to address the issues at hand. Our priority is to ensure the safe delivery of the remainder of your belongings and to address the matter of the damages reported.
  
  We will escalate the issue with Rado Express Logistics, emphasizing the urgency of delivering the remaining items and seeking an explanation for the repeated delays.
  For the items you've received in a damaged condition, we will guide you through the process of filing a claim with Rado Express Logistics to ensure you are compensated appropriately.
  Regarding your request for a refund, we must adhere to the policies in place here at Safe Ship Moving.
  
  Once again, we apologize for the inconvenience and distress this situation has caused. Thank you for your patience and understanding as we work to resolve these issues.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21516172
  
  I am rejecting this response because:
  Im still not being told where my items are or being able to file an insurance claim for broken and damaged items. Insurance said I cant file until final delivery. They are just blaming the carrier. I also am not being offered any compensation for this mistake. I did not make a contract with the carrier my contract was with safe ship and they need to provide tracking info on my things and offer compensation for the mistake of taking 3 months to not deliver all of my items. 
  Sincerely,
  
  *************************

  Business Response

  Date: 04/09/2024

  As your broker, Safe Ship Moving is committed to facilitating communication and solutions between our customers and carriers. We have been actively contacting the carrier assigned to your move daily, both through emails and phone calls, but regrettably, we have not yet received an appropriate response. Please be assured that we are continuing our efforts and are just as eager as you to see this matter resolved.
  
  Regarding tracking your items, we understand the importance of being informed about your belongings' whereabouts. Although tracking services are managed through the carrier, we are persistently working to obtain this information for you and will update you as soon as we have any news.
  
  We also acknowledge your concerns about insurance and compensation. It is standard practice that insurance claims for damaged or lost items can only be filed after the final delivery has been made. This process is in place to ensure all items are accounted for and appropriately assessed, allowing for a comprehensive evaluation of your claim. Regarding compensation for delays, while our role as a broker means we coordinate shipping services through third-party carriers and do not have direct control over their operations.
  
  We truly regret any inconvenience this delay has caused. Our commitment to our customers is unwavering, and we continue to work towards the safe delivery of all items. 

  Customer Answer

  Date: 04/12/2024

  They have informed me that delivery will be on 5-10-24. If I dont receive my things and a partial refund I would like to be able to add to the complaint.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21516172
  
  I am rejecting this response because:

  They have informed me that delivery will be on 5-10-24. If I dont receive my things and a partial refund I would like to be able to add to the complaint.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/31/2024

  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.

  Waste of time using Safe Ship,They are a broker/ middleman who low ball a quote to win business. Pushy salesmen who claim last shipments are happening so get in quick! Putting pressure on my wife. Requested us to do full measurements of furniture during a quality call a few days before the move; only for the total shipment to move anyway from 800 cubic ft to over ***** cubic ft. This meant our quote moved from $8-10k upwards to $17k!! The estimate was way off even after we reiterated several times and sent them a full inventory from another audit. Paid for a full pack service - do not recommend this - they overpacked things and purposely take up a lot of space to fill a truck load. Half a box for food items that werent meant to be packed in the first place. (Just an example of many boxes used). We also did not request wardrobe boxes which were also used to make up space. Safe Ship took $5k payment for this whole transaction and Im not sure they did anything.

  Business Response

  Date: 04/09/2024

  We're very sorry to hear about your unsatisfactory recent moving experience. We strive to provide accurate estimates and efficient service, so its disappointing to learn that your expectations were not met.
  
  We want to clarify that Safe Ship acts as a broker in the moving industry, partnering with a network of carriers to coordinate moves. Our goal is to assist in facilitating your move by finding a suitable carrier that matches your needs and budget. In terms of the estimate process, it is initially based on the inventory and details you provide. However, final charges can indeed vary if the actual cubic footage at pickup exceeds the initial estimate. We aim to be as transparent as possible about this possibility from the beginning.
  
  Regarding the packing concerns you mentioned, the full pack service is designed to ensure all items are protected during transit, which sometimes results in using more packing materials and boxes than anticipated. We understand your frustration if it seemed excessive, especially for items you did not wish to pack. Your feedback is invaluable, and we will take it into account to improve our services.
  
  As for the wardrobe boxes and other packing materials used without your consent, this should not have happened if these were not requested, and we apologize for any inconvenience this caused.