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:03/29/2024

  Type:Customer Service 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.

  Steer absolutely clear of this company. They are liars. They quote you one price and when the movers actually come they double the price. They are zero help over the phone and have the WORST customer ********************** known to man kind. They will hang up on you, they will bait and switch contracts to get more out of you. They will lie about delivery dates so they can hold onto your items longer. The company is a crock of s*** I have done cross country moves in the past and have never run into this issue before with moving through the military. ************************* is a pretty horrific manager to speak with and literally will not help you out whatsoever. She does not care one bit about customers. Its evident that this is just a job to her and that customer ********************** does not matter to her. How she got promoted Im not sure because she lacks empathy for customers and their situations. People need to avoid this company like the plague. You will be hung up on, you will not get calls back, you will have notes written about you in your account that arent accurate. ************************* stated I was unwilling to increase my services yet I spent an additional $2k to get all my items. I would not have spent an additional $2k if I was not willing to work with the company or increase my services. When the moving company arrived to pick up my stuff they sat around outside for 30 minutes after showing up 2 hrs late outside my pickup window which was between 11am-3pm and they showed up around 5pm. This company ***** and gives zero craps about veterans or military personnel. Do NOT HIRE them for any of their services. I wish I would have read the Reddit threads that emphasize how much of a terrible company this is.

  Business Response

  Date: 04/01/2024

  We're sorry to hear about your negative experience. It's evident that your situation was far from satisfactory, with the issues you've described.
  
  Regarding the price changes you mentioned, Safe Ship provides initial estimates based on the information available at the time of booking. However, final costs may vary if there are changes to the move's requirements or if additional services are requested. This process should always be communicated transparently and with your agreement. Its important for us to ensure that all customers fully understand the potential for cost adjustments and the reasons behind them. All estimates should be considered preliminary approximations not fixed pricing. 
  
  Hanging up on customers, miscommunication, and any lack of empathy from our staff are not acceptable and fall far below the standards we aim to uphold. I will forward your feedback to our upper management team, including your interactions with *************************, to ensure that this matter is addressed internally for training and improvement purposes.
  
  Safe Ship Moving acts as a broker, coordinating with moving companies to fulfill the logistics of your move. This role requires effective communication and transparency, especially concerning delivery times and the handling of your belongings.
  
  Your experience as a veteran and the additional stress this move has caused is particularly concerning. Safe Ship values the service of military personnel and their families, aiming to offer supportive, reliable moving services that acknowledge their unique needs and contributions.
  
  Thank you for bringing these issues to our attention, and please accept our sincerest apologies for any inconvenience and distress caused. We are committed to learning from your experience to ensure that we can provide a better service to all our customers in the future.

  Customer Answer

  Date: 04/02/2024

   
  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:03/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a phone call with their representative, ***** on Jan 14, 2024. (Reference No: TB6426400)During that phone call, which they recorded, I was wanting an estimate for my moving expenses for potential move. He gave me an estimate of over $10k, which I could not do. He kept talking me back by saying he had a one time deal and pressuring me to accept a new offer. I was told that I could cancel at anytime. The only thing he mentioned was that if I did cancel, to do so at least 3 weeks before my estimated date of move. When I went to cancel, the compnay said my 3 day window had passed to cancel. This was never presented to me in my conversations.i called the company and the only repsonse I got was from a poor girl who was a middle person for them to take complaints. She informed me that the company had listened to the voice recording and nothing had changed. I asked to hear the recording but they would not do that. I contacted my credit card company to have the transaction cancelled.There had been no services provided, or at least they did not provide me with any type of documentation that anythoing had been done at the time that I cancelled. This date was around Feb 10th. So based on my conversation with *****, I cancelled on time.Never was there mentioned a 3 day cancellation fee.

  Business Response

  Date: 04/01/2024

  Thank you for reaching out and sharing your concerns with us. We understand how important clear communication and trust are in preparing for a move, and we regret any confusion or frustration you have experienced during this process. We would like to address your concerns regarding the cancellation and the information provided by our representative.
  
  Upon reviewing your account and reference number TB6426400, we acknowledge the interaction you had with our representative, *****, on January 14, 2024. We aim to provide accurate and helpful information to all our customers and deeply apologize if the details regarding our cancellation policy were not made clear during your conversation.
  
  Safe Ship Moving Services operates within the guidelines of a clearly stated cancellation policy, which is designed to be transparent and accessible to all our customers. This policy is outlined on all official documentation, our website, and any paperwork provided to our customers. According to our policy, customers have a 72-hour window following the signing of the bill of lading to cancel their move for a full refund. This is an industry-standard practice that allows us to manage scheduling and resources effectively while offering our customers the flexibility to make necessary changes.
  
  We understand that you were informed about needing to cancel at least 3 weeks before your estimated move date. However, this guidance might have been related to logistical preparations rather than our formal cancellation policy. We sincerely apologize for any misunderstanding this may have caused.
  
  We see that you attempted to cancel your move on February 10th, which is outside the specified 72-hour cancellation window. We understand this is frustrating, especially when expectations were set differently during your initial conversation.
  
  Thank you for bringing this to our attention. We are committed to improving our communication and services, and your feedback is invaluable in helping us achieve this.

• Initial Complaint

  Date:03/27/2024

  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.

  They have been harrassing me despite blocking their numbers. They have repeatedly texted, left many voicemails, and emails. I have told them to stop.

  Business Response

  Date: 04/01/2024

  We're sorry to hear about the troubles you've encountered, and we want to express our sincerest apologies for any discomfort or perception of harassment. Your privacy and comfort are paramount to us, and we regret any inconvenience we may have inadvertently caused.
  
  At Safe Ship Moving Services, we function as a broker, striving to match our customers with the best moving services suited to their unique needs. Our goal is for our communications to be seen as helpful and timely, not as an intrusion. However, we recognize that issues can arise, such as duplicate profiles in our system due to multiple estimate requests, which might lead to unwanted repeated contact. This is not the experience we want to provide.
  
  Please be assured, we have taken immediate action upon receiving your feedback. Your details have been completely removed from our system, and any duplicates have been eradicated, to honor your request for no further communication.
  
  Furthermore, we're in the process of refining our procedures to better manage duplicate requests and to enhance the visibility and effectiveness of our opt-out features. Our commitment is to continuous improvement to prevent such occurrences in the future.
  
  Thank you for sharing your concerns with us. We wish you the best with your future moving plans and hope to restore your confidence in Safe Ship Moving Services.
  
  

• Initial Complaint

  Date:03/27/2024

  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.

  Quoted $4800 but upcharged during the whole process while holding my furniture hostage. Damaged item, wouldn't move to correct locations, left items unassembled (that they unassembled). Total cost ended at $7300.

  Business Response

  Date: 04/01/2024

  We want to express our sincere apologies for the distress and inconvenience youve experienced. Its important to us that our customers feel supported and understood throughout the moving process. We appreciate you bringing these concerns to our attention, and were committed to addressing each point youve raised.
  
  Id like to clarify Safe Ship Moving Services' role in your moving process. As a broker, we work on your behalf to coordinate moving services with a Motor Carrier within our dispatch registry. This means that we do not directly transport property; our primary role is to facilitate the connection between customers like you and the moving companies that perform the physical transportation of goods.
  
  Regarding the cost increase from the initial estimate of $4,800 to the final charge of $7,300, moving estimates are based on the inventory, distance, and services requested at the time of the quote. However, actual costs can vary due to several factors such as additional items being moved, changes in services required, or unforeseen logistical challenges. We understand how stressful unexpected expenses can be, and we strive to provide as accurate an estimate as possible from the outset. If there were adjustments to the original scope of your move, these should have been communicated to you clearly by the carrier, including any changes in cost.
  
  For the issues of damaged items, items not moved to the correct locations, and unassembled items that were not reassembled, we take these matters very seriously. Although the physical moving services are performed by third-party carriers, we hold our partners to high standards of service. We would like to work with you and the carrier to address these issues, including any compensation for damages in line with the carrier's liability policy.
  
  Once again, we apologize for any stress and inconvenience youve experienced. Your feedback is invaluable to us as we continually strive to improve our services and the customer experience. We look forward to the opportunity to assist you further.

• Initial Complaint

  Date:03/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The quality of goods/services was not as advertised/promised.Date of Transaction: Wednesday Mar 20, 2024 Company: SAFE SHIP MOVING SERVICE ********** ** Amount: $600.00 The contract clearly says the payment is for arranging a closed trailer for car transport, but the SAFE SHIP MOVING SERVICE has arranged an open trailer, violating the contract

  Business Response

  Date: 04/01/2024

  We apologize for the misunderstanding regarding your car transport service. We recognize that you expected a closed trailer but received an open trailer service, which does not align with the revised estimate.
  As a broker, Safe Ship Moving Services facilitates connections between customers and transport providers. It seems multiple changes to your order led to confusion, impacting the service provided.
  Before addressing the payment discrepancy, a chargeback was initiated. Because the dispute was initiated on your payment we are unable to process a refund. If you would like to cancel the chargeback/dispute, we would then be able to process the refund request.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:03/24/2024

  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.

  TLDR : Main issue: they are harassing me by phone from dozens of different numbers. The longer version: I called this company inquiring about moving my mother in law across the country. We needed a moving company and I called to get a quote. The quote I got seemed too good to be true so I looked into it and found that it was basically just a fee to get me connected to a moving service and Id likely be charged more down the line closer to the move date when it would be more difficult to cancel. So I told the next person to call I was no longer interested and thought that would be the end of it. The real problem is that I have been getting harassed by this company constantly by text and calls. Ive blocked at least ******************************************************************************************************************************************************************* calls, calling the company gets me no where. *** told them Im not interested and to stop contacting me but the texts just keep coming. The contact is always from a random unlisted number that usually doesnt work to call back but its always asking me to call back the actual number for the company. Id like the company to stop all contact with me immediately.

  Business Response

  Date: 04/01/2024

  We're truly sorry to hear about the experience you've been having. It is certainly never our intention to cause any discomfort or to seem as though we are harassing our potential customers. We deeply value your privacy and peace of mind, and we sincerely apologize for any inconvenience we *** have caused you.
  
  Safe Ship Moving Services operates as a broker in the moving industry, and we aim to connect our customers with reliable moving services tailored to their specific needs. It's important to us that our communication is welcomed and helpful, not intrusive or unwelcome. Occasionally, when multiple estimate requests are submittedsometimes inadvertentlythis can result in duplicate customer profiles in our system. This duplication can lead to repeated contacts, even after you have indicated your disinterest. This is certainly not the impression we wish to leave you with.
  

  Upon receiving your complaint, we immediately acted to remove all your information from our system and deleted any duplicate profiles that *** have existed in our ******************************** (CRM) system. This step is aimed at preventing any future communications from our side to you, respecting your request to cease all contact.

  Once again, I apologize for the distress and frustration you've experienced. We deeply regret any inconvenience we have caused you and your family during this process. If there's anything further you need or if you have suggestions on how we can improve our service, please don't hesitate to reach out directly to our customer care team. We're here to help and to ensure that your experiences with Safe Ship Moving Services are positive and supportive.
  
  Thank you for bringing this to our attention, and we wish you all the best in your future moving endeavors.

  Customer Answer

  Date: 04/01/2024

   
  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. Although I shouldnt have had to make a complaint to the BBB to stop from being harassed, it did work.  I have had no contact since the business reply.  A fair warning to others! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/23/2024

  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 contacted Safe Shipping as they were supposedly veteran owned and operated. They gave a quote to move my home from ******* to ***** of $16,800 approx. A third party came to my home and stated it would be more money based on a visual inspection and then once they were done they missed an entire room. Which is now being argued that they were told not to take anything in the room. Which makes no sense as all items must be out of the home for closing. Instead of anyone helping to solve the issue either safe shipping or the third party I am being spoken to in vague terms or condescendingly and told its going to cost more to come get the items they missed. I am beside myself that this company would treat veterans this way and exploit anyone in this manner. Their solves are non existent unless they get more money for their errors. No one is willing to take responsibility for their actions and correct them.

  Business Response

  Date: 04/01/2024

  We apologize for the difficulties you've encountered with your move from ******* to *****. As a broker, Safe Ship Moving Services aims for transparency and accountability, and it's clear we've fallen short in your case.
  
  Initial estimates are based on preliminary information provided by the customer at the time of booking. We provided the estimate based on the inventory and article list that was provided to your Logistics Coordinator. Upon pickup the carrier revised the estimate based on the actual space needed. Your inventory and article list more than doubled. As specifically notated in our contract, any additional space, packing materials or services needed are at an additional cost. The estimate is a powerful preliminary guide to determine the initial volume but what you are paying for is the space used on the truck. 
  
  The oversight of an entire room is a serious concern. We are coordinating with the Moving Team to understand the miscommunication and prevent this from happening again.
  
  We are committed to finding a satisfactory resolution. Please contact our customer ********************** at ************ to discuss a path forward. Your feedback is invaluable in helping us improve and ensure this situation is rectified.
  
  We value your trust and are dedicated to resolving this matter promptly.

• Initial Complaint

  Date:03/21/2024

  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.

  Do not ever use this company. Every single thing I was told on the phone by ***** (who was going to be with me every step of the way; first lie) was a lie. They are terrible. They dont have people. They cannot move the military, that is a lie. Every single thing was a lie, misstatement, understatement, you name it. ***** never even bothered to respond to my texts after they got their money. And the company they contracted my move to? Nothing like 2 guys, allegedly more were going to come (never did) and they were negotiating wages angrily at my home. Really? Took them 6 hours to load me. I started with ***** telling him I have moved a bunch of times. I wanted a guaranteed not to exceed quote. I ended up paying $1600 more than what I was quoted. They showed up late, took 6 hours to load me, I had a 4 hour drive to my new city to close on my new place the next morning. I got in at 1 am.Then ***** said they would pick up one day and deliver the next, charged me for an expedited delivery with a dedicated truck. No. They delivered 2 days later at the very end of the 4 hour window. All they cared about was getting their money. I was told I could pay by cashiers check. No. I had to go get cash the day they finally came to deliver, he did not want a cashiers check. Well I would like this week of my life back. Absolute bait and switch company. They are terrible. Do not ever use them. You are not saving any money and the stress is not worth it. I would pay twice this much to go with a reputable company. Absolutely not ONE good thing to say about them. Avoid at all costs.

  Business Response

  Date: 03/29/2024

  We would like to extend our sincerest apologies for any stress or inconvenience you've experienced throughout your recent moving process. We understand that moving is a significant event, and it's clear we have not met your expectations. Please allow us to address the concerns you've raised.
  
  Regarding the discrepancies between the initial estimate and the final cost of your move, we want to clarify that Safe Ship Moving Services, as a broker, provides estimates based on the moving needs and inventory list provided by the customer during the setup process. The estimate we provided was based on the detailed inventory and requirements you communicated to your Logistics Coordinator.
  
  It's important to highlight that our estimates serve as a preliminary guide to determine the initial volume of goods to be moved. However, the actual cost is dependent on the space used on the truck, as well as any additional packing materials or services required at the time of pickup. This policy is specifically noted in our contract to ensure transparency from the outset.
  
  We regret to hear about your dissatisfaction with the communication and service provided by ***** and the contracted moving team. It's contrary to the level of service we aim to provide, and we take your feedback seriously. We are committed to investigating this matter further and ensuring appropriate measures are taken to improve our services.
  
  Regarding the issue of payment methods, we apologize for any miscommunication that *** have occurred. We always strive to accommodate our customers' needs and preferences to the best of our ability and will review our procedures to prevent such misunderstandings in the future.
  
  We deeply regret any inconvenience and distress this experience has caused you. We are committed to learning from your feedback and making the necessary adjustments to our practices to prevent similar situations from occurring. To further discuss your concerns and explore how we can make this right, we invite you to contact our customer ********************** team directly at ************.
  
  Thank you for bringing these issues to our attention. We hope to have the opportunity to restore your faith in Safe Ship Moving Services.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21467973
  
  I am rejecting this response because: it is the same standard lines they use to everyone who complains to them.  "we are sorry" blah blah.  I told ************ wanted a guaranteed not to exceed estimate.  he should have said you could not do that..

  He talked about how GREAT "his people" were.  He has no people.  they don't know or care who shows up to load you and unload you.  

  I paid for a dedicated truck, and for a 275 mile move, was told by ***** that I would get my things the next day.  I didn't.  And I got scolded by *** at the packing/moving company "do you not read what you sign?"  I said, "I am going by what I was told by Safe Ship which is not a good idea since it was all lies".  TWO people showed up to load me and TWO to unpack me.  Took nearly 5 hours on each side, to load and unload.  I am one person in an 1100 ** condo.  Unreal.

  Some of my stuff was damaged, and forget it.  I will tell people to NOT ever use Safe Ship.  They are liars and excel at Bait and Switch.  NOT ONE thing went as they told me it would.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/09/2024

  We acknowledge your frustration regarding the discrepancies between the services promised and those delivered, particularly concerning the dedicated truck and delivery timelines. We take your feedback seriously and are taking immediate corrective action. We will be terminating our relationship with the carrier involved in your move and ceasing all business with them due to the issues you've reported.
  
  At Safe Ship, we understand that signing a contract is a significant commitment. It is vital that all parties involvedourselves includedfully understand and agree to the terms outlined. A signature on a contract indicates that the signer has read, understood, and agreed to its terms. We regret that the service provided by the carrier did not reflect the standards and assurances discussed.
  
  We value your feedback as it helps us improve our service.

  Customer Answer

  Date: 04/21/2024

  this was hands down the worst experience i have ever had moving.  and i have moved a lot of times.  just one lie after another.  one shady person after another.  the WORST two companies, Safe S*** (typo but it's staying) and *** with the joke of a mover they contracted my move to - in **********.  Horrid.  just the worst ever.  do not EVER use these people.

• Initial Complaint

  Date:03/20/2024

  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.

  Booked a move with this broker who claims to be Veteran friendly.. we put a deposit down on Jan 23 for $1190. We had to cancel move because of a very serious medical condition.. move is not for another month away, 4/24. Terrible customer ********************** when trying to call told us they could not refund money gave us an admin email to contact who never answers back. For a veteran friendly company they seem to have no problem s******* a vet.. can never contact the moving company they brokered seems like a big scam. Just saw lots of complaints about them.

  Business Response

  Date: 03/29/2024

  We are truly sorry to hear about the challenges you've faced, particularly during a time that is already difficult due to serious medical concerns. At Safe Ship Moving Services, we value our commitment to serving all our customers, including veterans, with the utmost respect and understanding. It's important to me that I address your concerns directly and provide clarity on our policies and your situation.
  Regarding our cancellation policy, Safe Ship Moving Services allows for cancellations within a 72-hour window following the signing of the bill of lading. This policy is in place to manage and schedule moves efficiently, ensuring that we can allocate our resources appropriately to serve all our customers effectively. Unfortunately, based on the information provided, your cancellation request falls outside of this 72-hour window, which means we are unable to offer a refund for the deposit placed on January 23 for your move scheduled for ***** 24.
  We understand that circumstances such as severe medical conditions can greatly affect plans, and we strive to be as accommodating as possible within the framework of our policies. The deposit you've placed is used to secure your moving slot and goes towards administrative and scheduling costs incurred in the preparation of your move. While we are unable to refund the deposit due to these incurred costs and policy constraints, we are here to work with you to find the best possible solution moving forward. You do qualify for a moving credit applied to your account for the next 12 calendar months. 
  Your experience with our customer ********************** and communication with the brokered moving company does not reflect the high standard of service we aim to provide. we sincerely apologize for any frustration this has caused. We are committed to improving our service and ensuring our partners uphold the same standards of communication and reliability.
  We truly appreciate your feedback and the opportunity to clarify our position. Our team is here to assist with any further concerns or questions you may have. Please feel free to reach out to our support team directly at ************ for more personalized assistance. Your satisfaction and understanding are very important to us, and we hope to be able to assist you in any way we can within the scope of our policies.
  
  
  
  
  

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21462805
  
  I am rejecting this response because:
  I signed a Bill of Lading originally with their carrier in January. They called me in March telling me that they were sending me a different Bill of Lading because they had to change carriers. Besides our issues we did not like the new carrier that they choose. We DID NOT sign the new bill of lading because of our issue and this new issue of the carrier. The first bill of lading is obviously no good because they changed all the conditions of it, the new bill of lading, the NEW CONTRACT, was rejected by us and NOT signed. We called them and told them we did not except the contract and required our money back which they said no to. How can they hold us to the old bill of lading which is NO LONGER valid! They made the new contract, we rejected it right away. If they had changed carriers they should not have exchanged any money with them 7ntil they had this new contract signed. We reject the offer of a credit, especially knowing how this broker deals with people.

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

  Business Response

  Date: 04/09/2024

  As your broker, Safe Ship Moving Services facilitated the arrangement with the carrier on your behalf, under the terms outlined in the initial Bill of Lading you signed. Its important to note that our role as a broker means that we coordinate the logistics with carriers but do not directly handle the transportation. The Bill of Lading is a critical document in this process, serving as the contractual agreement between you and the carrier for the transportation of your belongings.
  
  When there is a need to change carriers, as occurred in your case, a new Bill of Lading is typically issued to reflect the new carriers terms and conditions. We understand that you chose not to sign the new Bill of Lading due to dissatisfaction with the new carrier, which is your right. However, our service obligations as a broker were considered fulfilled three days after the original Bill of Lading was signed, as this marks when the contractual obligations were established for the move to commence.
  
  Regarding refunds, Safe Ship Moving typically only offers refunds if a cancellation is made within a 72-hour window following the signature of the initial Bill of Lading. 
  
  Again, I apologize for any inconvenience this situation may have caused.

• Initial Complaint

  Date:03/18/2024

  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.

  Hired this company for a small-load move from ** to **. Was told it was a flat fee for the 1485 miles. **** the broker upfront that an 18-******* could not come down a dirt road for pick up or into the complex for delivery. Was told by the Broker a 26-foot straight truck would be used. After multiple calls to Customer ********************** and one call that was supposedly in the queue for a callback after 7 hours the driver calls me on Day 14 and says it will be another 3 or 4 days for delivery. I asked about the truck and he said he was in an 18-******* and it would be an additional $350 for a shuttle service with a smaller truck. I explained that the Broker knew that upfront and I was never told about a shuttle service or additional charge. At this point what choice do I have? My things are being held hostage. I talked to a supervisor who says the driver would take off $50. This is not his fault, its the Brokers. SHE needs to pay the $300-$350. Everything that has gone wrong on this move falls on the Broker who said the move would not take 12 days and was told an 18-******* would not work for the pick up or delivery. I had to buy a mattress & a lawn chair to sleep on on the floor & sit in for 2+ weeks in an empty apartment waiting for a delivery. In addition this company has no idea who they are hiring and dont care. The movers who picked up in VA asked to go upstairs and use the bathroom while all of my items were purposely in the garage so no one had to go inside. He also asked for a tip for his guys, one of which called me a vulgar name in Spanish. After reading the reviews for this company, which I should have done BEFORE the move, it looks like business as usual. The move from h***

  Business Response

  Date: 03/29/2024

  Thank you for bringing your concerns to our attention. At Safe Ship Moving, we strive for excellence in all aspects of our service and deeply regret the difficulties you've experienced during your move from VA to **. We understand how stressful moving can be, especially when faced with unexpected delays and additional charges. 
  
  We aim to be as accurate as possible when assigning a Motor Carrier to service our customers. Despite our best efforts, unforeseen events can sometimes lead to delays. As mentioned in our agreement, all pickup ETAs, delivery timeframes, and delivery ETAs are estimates and not guarantees. Factors such as truck breakdowns, traffic, natural disasters, and changes in carrier routes can impact schedules unpredictably. We apologize for the inconvenience these delays have caused you.
  
  Regarding the issue of the shuttle service and the vehicle type, we apologize for the miscommunication. When arrangements were made, we aimed to accommodate your specific requirements concerning the 26-foot straight truck. Unfortunately, situations on the ground can differ from initial assessments, leading to decisions that are made in the moment for safety and accessibility reasons. The discretion to use a shuttle service is typically determined by the driver based on the feasibility of safely navigating to the pickup or delivery locations. We understand this was an unexpected expense and apologize for any oversight in communicating the potential need for a shuttle service and its associated costs.
  
  Your experiences with the moving team, including the inappropriate behavior and the challenges in communication, fall short of the high standards we set for customer ********************** and professionalism. We take your feedback seriously and will address these issues with the involved parties to prevent future occurrences.
  
  In light of the complexities of your situation and the miscommunications that occurred, we are committed to reviewing your case in detail.
  
  Thank you again for your patience and for bringing these matters to our attention.
  

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21452192
  
  I am rejecting this response because:

  Waiting for the detailed review, as promised, and a resolution by receiving a refund of $300 that was charged through no fault of mine own.  It was a mistake on the part of the Broker at tve shipping company  

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

  Business Response

  Date: 04/09/2024

  Upon a thorough review of your customer file and the events you've described, we've taken decisive action to ensure that such an experience does not recur. We have terminated our relationship with the carrier responsible for your move. This carrier has been removed from our dispatch registry due to their failure to comply with the agreed terms of our broker carrier agreement.
  
  Regarding the requested compensation for the additional shuttle service, we will be unable to honor a refund of any kind. 
  
  Thank you once again for your feedback, which is vital in helping us improve our service standards. 

  Customer Answer

  Date: 04/11/2024

   
  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 since there is no alternative due to the way their contract is written. They assume no responsibility for ANYTHING that would occur. ************ learned. 
  
  Sincerely,
  
  *********************