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:08/01/2025

  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.

  If you value your sanity, avoid this company.We were promised a delivery window of 7 to 21 business days. It took 28. Nearly six full weeks without our belongings. No bed, no kitchenware, no clothing beyond a suitcase. We moved early to settle in before starting new jobs, and instead we got to go camping in our own homeon the floor, with no way to cook, no idea what we weigh, and no comfort whatsoever.When they finally gave us a delivery date, we were told the truck would arrive between 1 and 6 PM. It is now after 6 PM. No truck. No call. Nothing. Just radio silence and another wasted day.Weve now lost an entire day we had set aside for unpacking and preparing for our new lives. Im bracing myself for whats broken or missing, because based on everything so far, confidence is at an all-time low.This company does not respect your time, your schedule, or your well being. They should not be in the moving business.

  Business Response

  Date: 08/02/2025

  I understand how frustrating and disruptive this delay has been, especially when you were counting on your belongings to settle in. The 721 business day timeframe was based on the best information available at booking, but unexpected factors can sometimes extend that period. Please reach out to our customer care team with your move details so we can escalate this, get you an updated delivery status, and address any concerns about your items right away.

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23689239
  
  I am rejecting this response because:
  
  The order information is in the original post, and I shouldn't have to continue to do your work for you.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 08/14/2025

  The delay in your delivery, the missed arrival window, and the absence of updates are unacceptable. The carrier responsible for transporting and delivering your belongings has continuously failed to meet their obligations, it is ultimately our responsibility to advocate on the your behalf to get a swift resolution.
  Ive already escalated your situation internally, and an agent will be calling you immediately to provide a status update, confirm a delivery plan, and address your concerns directly.
  Your time, comfort, and trust matter to us. Please expect our call shortly, and know that we are committed to making this right.
  

  Customer Answer

  Date: 08/17/2025

   
  Complaint: 23689239
  
  I am rejecting this response because: NO voicemails left on the 2 calls I received.  I cannot stop teaching students to deal with this, give me a number and a POC so I can return the call.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:07/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was assured that this company would find a moving company who could handle moving our grand piano. The first company that showed up refused to do the move. When I contacted Safe Ship on May 30, I asked if I could get my money refunded so I could find another company who would be properly equipped. The person I spoke with refused to speak of a refund, but assured me that they would find another company equally experienced to come the next day. Our items were shipped with this other company on May 31. When they delivered our goods, they dropped the piano in our living room, causing external damage to the instrument and $6000 worth of damage to our flooring. They also had left our sofa out in the rain, ruining the inner batting and ripping the cover. My desk had been dropped, seemingly in water, as evidenced from the mud on the plastic and the damage to the shelves. All I have asked is that I receive a call from the insurance company handling this matter, and I have been ignored, placed on hold for hours at a time, and promised phone calls from management who never follow up with us. We paid approximately, $4000 for this move, and our damages to our items exceeds $10,000. Thank you for any assistance you can provide.

  Business Response

  Date: 07/31/2025

  We acknowledge your experience and the deep frustration you've expressed. I apologized for any inconvenience caused during this transitional time in your life. We understand how important transparency and trust are, especially when dealing with something as personal as a long-distance move. While pricing can change based on the scope of the move, there are some other factors that can cause change in pricing per say, if more space is needed. I apologized once again if the process left you feeling unsupported We always aim to make our clients feel informed and cared for through this process, .Your feedback is being taken seriously and will be reviewed. A **************** representative will be in contact with you to discuss this matter further.

• Initial Complaint

  Date:07/31/2025

  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 am writing to file a formal complaint against Safe Ship Moving Services and their contracted carrier, ***** Delivery, regarding an unsatisfactory and financially burdensome interstate move for my elderly father, ****** **** (age 91), from ******* to ******** in July ******* fall of 2024, my father contracted Safe Ship for the move, with an estimated completion timeline in the spring or summer of 2025, contingent on the sale of his home. He made an initial deposit of $2,495.39 and signed a final binding estimate of $5,289.39 issued by ****** ********.Ultimately, we paid $10,670.76, more than double the original ************* Ships own promises of "expert advice and guidance" were not upheld. Had we received competent advice, we would never have left prior to loading and could have observed the actual resulting volume of loading only the initially quoted items first.The estimate system appears deliberately flawed, allowing Safe Ship to lowball the initial quote and later saddle customersespecially vulnerable ones like my fatherwith massive unforeseen charges that are difficult to dispute in real time.Resolution Sought:I am requesting that the Better Business Bureau investigate these practices and that Safe Ship Moving Services and Rigos Delivery refund at least $5,000, the difference between the original binding estimate and the inflated, non-binding charges, which are unjustified and stem from their own operational failures.Additionally, I request that these businesses be held accountable for:Misleading and vague quoting practices.Forcing secondary contracts to be signed under time pressure and before the company filled in the new estimate number.Failure to honor communication preferences.Arbitrary and excessive fees with little or no justification.Lack of transparency regarding the cubic footage calculations and final billing.*Please see document below "Pond - Movers complaint". Details were too many to fit into space provided.

  Business Response

  Date: 08/01/2025

  We understand the frustration this situation has caused for you and your father and want to work toward an amicable resolution. Please provide your move number so a member of our Customer Experience Team can review your file and reach out to discuss your concerns directly.

  Customer Answer

  Date: 08/04/2025

  In response to Safe Ship's inquiry about the move #, the job # on the binding estimate is UI6676079. This response to their request does not yet address the issue of satisfactory or unsatisfactory results. 

  Customer Answer

  Date: 08/17/2025

   
  Complaint: 23677654
  
  I am rejecting this response because:

  This was the same "response" that was sent from Safe Ship on 8-1-25 asking for our job #, which I provided at that time.  This did not offer any resolution.

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

  Business Response

  Date: 08/19/2025

  Thank you for clarifying, and we understand your frustration with receiving repeated responses without meaningful progress. We dont want you to feel unheard. A resolution has already been provided, and a member of our customer experience team will be reaching out to review the details with you directly.

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23677654
  
  I am rejecting this response because:

  This provides no resolution.

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

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/26 at 4:30 PM I hired the services of ********************************** for April 2026 to move furniture to a new home. I signed the agreements, but when they mentioned it could take up to 10 business days to receive my belongings, I canceled their services. This was all done during the same phone call. The person I spoke with, *****, stated that he would send me the cancellation paperwork in my email to sign. The cancellation paper-work never arrived and they withdrew $2489.91 from my account. I emailed them back on 7/26 at 8:42 pm (see below)Hi *****,It seems that you tried to withdraw the deposit of $2489.91 after #1 You mentioned that it would not be processed right away and #2 I terminated the agreement with Safe Shipping Moving Services before ending the call with your company. I have secured my card and informed my bank that this transaction is now considered fraudulent. I would appreciate receiving the cancellation email that you indicated would be sent to me before 5 pm. It is currently 8:39, and I have not yet received any updated emails.I waited four days for the company to respond, but they never reached out to me or returned my money. I recently emailed them again on 7/30 at 10:05 pm (see below)Good evening,It seems that the transaction for job #******* was not canceled, resulting in the withdrawal of funds from my account; I have consulted with my attorney, **** *****, regarding the situation, and he will reach out to you if I do not receive the cancellation paperwork and a refund or check by Friday, 8/01, while I will also be submitting a complaint to the BBB as I believe I have been unfairly treated in an effort to secure a better future for myself and my children. Please contact me at ************* by text or call when the cancellation paperwork is sent to my email. Please help me have my money returned and have this complaint placed on your website so that others will not be taken in by their lies.Thank you,***** *******

  Business Response

  Date: 07/31/2025

  We have reviewed this matter internally and confirmed that an error occurred, This was a deviation from our standard procedures, not a reflection of our usual practices. A full refund is being issued, and the employee involved has undergone additional training and review to ensure proper handling of cancellations moving forward. Measures are being reinforced company-wide to prevent similar situations and to maintain the high standards of service our customers expect.

  Customer Answer

  Date: 08/11/2025

   
  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. The company was very attentive in quickly addressing and resolving my concerns.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/30/2025

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Safe Ship Moving. My experience with this company has been highly disappointing and demonstrates incredibly shady business practices.When I engaged their services, they did not clearly disclose that they operate as a brokerage firm. I was required to pay a down payment for my move, which I did in good faith. However, I later realized, only after reviewing their policies and communications, that there was a 72-hour cancellation policy that was not made clear to me upfront.I decided to cancel the move about one week after I initially engaged their services and well before my scheduled move date; more than a month in advance. It was only at that point that I was informed of their cancellation policy and was told I could not receive a refund for my down payment. This was after multiple rounds of paperwork and contracts, during which I received insufficient disclosures. It was clear from the call collecting money in this manner was a standard practice to deceptively profit despite no services rendered.This experience feels deceptive and unfair. I paid for a service that I ultimately did not use, and I was not properly informed of the cancellation policy or the nature of their business model until it was too late. I believe this constitutes shady practice and a breach of fair business standards.I request that BBB investigate this matter and take appropriate action to ensure that consumers are better protected from similar experiences with Safe Ship Moving.Thank you for your attention to this matter.Sincerely, ******

  Business Response

  Date: 07/31/2025

  We acknowledge your experience and the deep frustration you've expressed. I apologized for any inconvenience caused during this transitional time in your life. We understand how important transparency and trust are, especially when dealing with something as personal as a long-distance move. While pricing can change based on the scope of the move, there are some other factors that can cause change in pricing per say, if more space is needed. I apologized once again if the process left you feeling unsupported We always aim to make our clients feel informed and cared for through this process, . Your feedback is being taken seriously and will be reviewed.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23678902
  
  I am rejecting this response because: this does not acknowledge the cancellation policy was not disclosed.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/01/2025

  Thank you for sharing your concerns and giving us the opportunity to review your experience in detail. After conducting a thorough review of your file, including all recorded communications, signed documentation, and disclosures provided at the time of booking, we have reached a resolution that we believe addresses your concerns. We can confirm that Safe Ship Moving operates transparently as a licensed moving broker, and this information, along with our 72-hour cancellation and refund policy, is clearly stated in both our initial estimate and the written agreement you signed. While we understand that you canceled your move well in advance of your scheduled date, our policy allows for a full refund only if cancellation occurs within 72 hours of signing the bill of lading, as agreed upon at booking. Outside of that timeframe, the deposit serves to secure your move with a licensed carrier and cover administrative costs already incurred on your behalf. We regret that this policy may not have been reiterated to your satisfaction during the booking process, and we appreciate your feedback as it helps us continue to improve our customer communication. Based on our review, we have addressed all concerns in accordance with our policies and industry standards, and we consider this matter resolved. For your reference, we encourage you to review the attached document, which includes the relevant sections of your signed agreement outlining our role as a broker and the cancellation terms in detail. Should you wish to discuss the outcome further, we remain available to speak directly and answer any remaining questions.

• Initial Complaint

  Date:07/30/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel that the company, Safe Ship Moving Service, misrepresented their services as a moving brokerage company and gave false cost estimates and the services they provided were substandard and knowingly fraudulent.They misrepresented their services as a moving company on their website, and it is not until you talk with them further that it is revealed that they are a moving brokerage company. They contract out the actual moves to a company of their choices. It is unknown how these moving companies are vented or ensured to provide such services. If I had known this, I would have gone with a larger more reputable moving company directly. They did a bait and switch scam which is common with moving companies to provide a low initial estimate to attract customers, then increasing the price significantly once the move is underway. Safe Ship sold us a false estimate of $8000 to move approximately 972-cubic feet of our items from ******* to the ******* area. We agreed to the price and service as my husband recently had heart surgery and we were limited in our lifting heavy items and driving and signed the contract and once our items were on the truck the price increased to over $13000 by the moving company. We spoke with multiple customer ******************** representatives and management at Safe Ship with our concerns and often our calls were not returned, or false statements were made. When we were able to talk with someone, we were assured that any extra cost would be refunded to us at delivery or that they were following up with Anapa movers. We had no follow-up for over a week of email, texts and calls to Safe Ship, and we never got a refund nor a credit at delivery as we were promised and in fact had to pay more, $900 to move our items to a smaller van for delivery. Safe Ship told us that this would not be an issue nor that there would be an extra charge.

  Business Response

  Date: 07/31/2025

  I understand how upsetting it is when costs and communication do not meet expectations. I apologized for the inconvenience this caused, as estimates are based on the details provided at booking and can change if the actual move requirements differ. Your concerns have been noted and will be reviewed internally to help improve clarity and follow-up throughout the moving process. Our customer experience team will be in touch with you directly to provide assistance.
  

  Customer Answer

  Date: 08/06/2025

   
  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:07/30/2025

  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.

  Transaction Date: June 10, 2025 Amount: $2,015 Services Promised: Cross-country move coordination, customer service support, and successful relocation.Issues Encountered:Inaccurate ********************* Fees: Shafe Ship provided an initial estimate that excluded my couch, leading to a higher final cost, despite them doing additional inventory checks to ensure nothing was missed. Without telling me, an additional and undisclosed $150 "single-day pickup" fee was charged. Although this fee was later offered as waived due to a missed pickup window, I was never refunded.Incompetent Moving ******************** Errors:Despite numerous calls (14 calls over two days) to learn what the pickup schedule was and confirm the information to ensure a smooth process, a scheduling error between Shafe Ship and the movers caused significant delays and disruption to the planned pickup.Shafe Ship booked an unreliable moving company that was unaware of the correct pickup date, resulting in a pick-up on a weeknight from 1:00-3:00 am. Ultimately, the movers lost some of my belongings and delivered my items two weeks after both Safe Ship and the moving company had told me would be the likely window of arrival. Poor ******************** of Support:Shafe Ship's customer service was consistently unresponsive and difficult to reach.Each "dedicated customer service representative" assigned to my case stopped responding after a few exchanges, requiring me to repeatedly explain my situation to new representatives and not resolving the issues that arose during this entire process. Delayed Delivery: I requested a delivery window in the first week of July. Despite early pickup planning and assurances from Shafe Ship that my items would arrive within the approximate desired window, delivery was delayed by two weeks beyond the target date. Ultimately, they did not provide the services they committed to providing and have not taken adequate steps to recompensate me.

  Business Response

  Date: 07/31/2025

  I understand how upsetting it is when costs, timing, and communication do not meet expectations. I apologized for the inconvenience this caused, as estimates are based on the details provided at booking and can change when additional items or specific service requests are added. Delivery windows remain approximate due to the nature of long-distance moves, and delays can occur despite best efforts to meet target dates. Your feedback will be shared with our team to help strengthen coordination and communication throughout the process.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23677003
  
  I am rejecting this response because this does not get at the core of the issue. You are a moving logistics and brokerage company who was trusted to arrange my move and you did not effectively fulfill this role. The moving company you booked is not even a member of the BBB they did not successfully deliver all of my things, and you did not work with them effectively to arrange the move, despite significant effort on my part to ensure coordination. As I stated, I understand these are windows and estimates, that is acceptable. However, your logistics, communication, and coordination results were sub par, the company you were trusted to vet and book was seemingly not vetted at all, noting their poor reviews and lack of BBB accreditation. As I was not given the moving company name until the expected date of pickup, after significant effort to acquire the name, I could not personally vet the company you chose to reject the choice on the grounds that they did not seem of the quality of I was paying for and had entrusted you to secure. You did not fulfill your role as a broker to arrange effective logistics and an effective moving company; this is the core of the complaint. I am requesting financial recompense for your lack of follow through on successfully acting as an effective long-distance moving brokerage company. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/31/2025

  We understand you experienced issues with your estimate, scheduling, communication, and delivery timeline, and we recognize the impact this had on your move. Your concerns have been documented, and our team will be reviewing your case to address the matters raised and follow up with you directly.

• Initial Complaint

  Date:07/30/2025

  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 was contacted by Safe Ship Moving Services around May 5 regarding a long-distance move. I received an estimate for ***** cubic feet of household goods at a cost of $7,595. My move was scheduled for June 17.On June 14, I received a quality assurance check call from ******* ********, who informed me that the estimated volume was now ***** cubic feet, increasing the cost to $12,253. ******* explained it was better to overestimate volume and request a refund later, warning that underestimating would lead to higher fees.On June 16, I contacted customer service repeatedly. Eventually, I reached *** *************), to dispute the revised estimate. I had to end the call due to my sons graduation. That evening at 10 PM, I was contacted by the moving carrier and informed the movers would arrive the next morning. After loading, I photographed the truck, showing only approximately 900 cubic feet of items, based on the trucks markings. I was told by all customer service **** to wait for final calculations upon *********** items arrived June 25. Before unloading, I contacted Safe Ship and waited over an hour on hold. A representative insisted the total volume remained high. I explained the truck was full and shared photos showing it was a 26-foot straight truck, with other customers items occupying part of the space. When I escalated the issue, the manager continued to argue it was a semi-truck with higher capacity. Only after I provided photographic evidence with a tape measure did they acknowledge the error. After more than 2 hours of discussion, I was offered a /$1,380 credit.This left me with a final bill of /$10,873still much higher than the original $7,595 quote. I allowed the movers to unload due to fatigue and time constraints. Later that evening, ***** ******** *************, [***********************************************](mailto:***********************************************)) called and promised a follow-up by Monday, which never occurred.

  Business Response

  Date: 07/30/2025

  We acknowledge your experience and the deep frustration you've expressed. I apologized for any inconvenience caused during this transitional time in your life. We understand how important transparency and trust are, especially when dealing with something as personal as a long-distance move. While pricing can change based on the scope of the move, there are some other factors that can cause change in pricing per say, if more space is needed. I apologized once again if the process left you feeling unsupported We always aim to make our clients feel informed and cared for through this process, . Your feedback is being taken seriously and will be reviewed. A **************** representative will be in contact with you to discuss this matter further.

• Initial Complaint

  Date:07/29/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The process for inventory estimates is terrible. There was an initial estimate given of ~$4k in Mar25. During the ** call for the final inventory, there were a couple lamps, bags and a box spring that I added but this somehow increased our cubic feet and total cost by ~50%, or $6.6k. Additionally, Safe Ship did not communicate some move details such as first delivery date with the shipper, which we had to reconfirm. We were given misinformation from Safe Ship regarding items stored in the car for auto transport. Safe Ship told us that we were able to pack items in the car, however, the auto shipper informed us that generally NO items should be packed in the car, which is leading to more additional charges (~$200). Lastly, you guys communicated an auto pick up ETA with me, without properly aligning with the shippers schedule beforehand, leading to a delay with the auto pick up. Safe Ship is just a terrible middle man company here to provide additional charges, friction and frustration in an already stressful situation of long distance moving.

  Business Response

  Date: 07/30/2025

  We understand how important accurate estimates and clear coordination are during a long-distance move, and I apologized if the process left you feeling frustrated. Inventory-based estimates are calculated on the space your items require, and even small additions can impact the overall cubic footage and cost. Auto transport policies, including restrictions on items inside vehicles, are determined by the carrier, and we share the most current guidance available at the time of booking. Your feedback will be reviewed to help improve communication and alignment with carriers so that expectations are as clear and seamless as possible.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23672639
  
  I am rejecting this response because it is only repeating the same policies over again. Safe Ship customer service is continuously attempting to place blame on the customer instead of having accountability for their bad inventory practices with initial/final estimates, communication with the shippers, and inability to set proper expectations BEFOREHAND. The only acceptable resolution is the requested refund amount of $1500.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/31/2025

  We acknowledge your experience and the deep frustration you've expressed. I apologized for any inconvenience caused during this transitional time in your life. We understand how important transparency and trust are, especially when dealing with something as personal as a long-distance move. While pricing can change based on the scope of the move, there are some other factors that can cause change in pricing per say, if more space is needed. I apologized once again if the process left you feeling unsupported We always aim to make our clients feel informed and cared for through this process, .Your feedback is being taken seriously and will be reviewed. A **************** representative will be in contact with you to discuss this matter further

  Customer Answer

  Date: 07/31/2025

   
  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:07/29/2025

  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.

  April 9, 2025: Contract job DB6824954 with Safe Ship Moving May 8, 2025: Movers arrived over two hours late.May 9, 2025: Pick-up work completed-not provided an accurate accounting cf moved.May 16, 2025: Received call from Nirit at ******** Moving Solutions, expressed concern not accurate cf - told I must pay the final amount regardless May 18, 2025: Emailed ***** ******** at Safe Ship NO REPLY.May 19, 2025: Called ***** ******** at Safe Ship NO REPLY.May 19, 2025: Property delivered. Driver refused to show items in the truck unless full and final payment was received. Pictures sent in a previous email clearly demonstrate a complete lack of standard care.May 26, 2025: Emailed complaint letter to Safe Ship- voicemail and text from **** at *************************** told my concerns would be address concerns.May 28, 2025 (1:19pm): Received call from Nirit at ********: told she would address the issue with her manager. Expressed my issues with the unsatisfactory delivery process and lack of care. These concerns were dismissed as industry standard and since I did not purchase additional insurance, only entitled to minimal recovery. No level of customer service May 28, *************: Missed incoming call from ******** Moving. NO VOICEMAIL,June 3, 2025: Received text from ******** Moving requesting a call back. The number list was ************. I called the number, received an automated message: we cannot complete your call as dialed.June 3, 2025: Received email from ******** Moving: acknowledge refund but only offer $304 June 11, 2025: Called and left messages with both Safe Ship and ******** Moving. NO REPLY Acknowledgement that credit owed; nothing received. Suggested $304.78 is insufficient. Increase of 155 cf = $1398.65 ($5.10 cf and $608.15 surcharges), 53 cf only $33.78 in surcharges, less than 1% of extra paid.Suggested refund does not address the lack of care and service. $2837.61 reflects the final payment I made as it was not my satisfaction.

  Business Response

  Date: 07/30/2025

  We understand your frustration, I apologized that your experience did not meet your expectations, as our goal is always to ensure our customers feel supported and informed throughout their move. Your detailed feedback has been noted and will be reviewed internally so that we can address both the service and communication concerns youve raised. A representative will be reaching out to discuss your refund concerns and work toward a resolution.

  Customer Answer

  Date: 08/04/2025

  I am working with ********* and their representatives. I have accepted an initial refund for the dispute regarding cubic feet and am waiting for a settlement related to damages to my property. Will accept their response once I receive an offer related to compensation for damaged property.