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:02/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract a $3,451.27 contract for moving services with Safe Ship moving services. The contract was to move 118 inventory items. However, once the movers arrived on the site the price was increased to $892 for only 67 inventory items. The remaining pieces had to be left in storage. This was clearly an unethical and the worst reap-off ever. It appears that they lowered the costs to get my business and adjusted onsite. I am seeking a reimbursement for the $892 as well as Safe Ship to pick-up the remaining items at no additional charge.

  Business Response

  Date: 02/07/2023

  Here at Safe Ship we value customer feedback, thank you for sharing your experience. 

  All estimates are based on the moving needs (household goods inventory, extra required services, desired pickup and delivery) provided by the customer during the setup process. The preliminary Estimate is just that, an Estimate. 
  We provided the estimate based on the inventory that was provided to your Logistics Coordinator. Upon pickup the carrier revised the estimate based on the space needed. 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 what you are paying for is the space used on the truck. 
  Loading and packing a moving truck requires a lot of time, energy, and knowledge to get all your items safely on the truck. The moving team needs to make careful calculations to maximize the space and prevent damage. There are items that cannot be stacked and not all items may perfectly fit together causing what known in the industry as "Fault Space".

  Safe Ship would never increase a Price without increased services or Inventory. To do so would be unethical. 

  Please call Safe Ship Moving Customer ********************** so we can assist you further. As your moving broker we do not wish to have any anyone have a bad moving experience. 

  Safe Ship Moving - Customer ********************** **************

• Initial Complaint

  Date:01/31/2023

  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.

  Safe Ship Moving did not honor their contract. My Household goods (from ** to **) should have been delivered 28 November, 2022. They advertise a Veteran discount and don't honor that either. They are rude and unprofessional - Especially ****, who was my representative. They have no information on when they can deliver my Household goods to *****. They claim my belongings are in storage but won't reveal any more information. I have called several times and spoke to the supervisor and she was unable to help me. She claimed there was no contingency plan either. With the long ******************** the dispatcher, said I would be compensated. I would like to know how I can get my household goods delivered as promised.

  Business Response

  Date: 02/01/2023

  Thank you for your honest and thorough account of your experience. Safe Ship Moving is always striving to improve our processes, procedures and overall customer experience one testimony at a time.
  We try to avoid delays and service failures at all costs, in the trucking and transport industry a lot of factors contribute to schedule variations. Truck breakdowns, accidents, traffic challenges, natural disasters, changes in carrier routes, severe weather, and staffing fluctuations are just a few unusual reasons why your moving team may have been delayed.
  Upon further review of your account, it does appear that Safe Ship Customer ********************** has been in contact with you regarding your delivery. You will be delivered in the next 3-4 days. 

  We greatly appreciate your patience. If you have any other questions or need any further assistance, please call Safe Ship Moving Customer ********************** at **************

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a classic bait and switch!! Quoted us one price on January 7th, *************************************** our home that needed moved. We paid the $841 deposit and the 3 days before we were supposed to move on January 17, 2023, they called and tried more than doubling and almost tripling the price on us. They told us we didn't name everything we needed moved and that's why it was increasing. We knew we told them everything and that they purposefully "forgot" to put some of the items that we said on the list and combined others that was against their own pricing policy to make the price seem lower. The man tells me that every phone call is recorded and they would never do that, but when l asked for the recording so I could listen to it, they refused to let me, the customer, listen to it. They said they weren't obligated to send it to me and we never heard back from them again.When my wife tried to post here to make a complaint from us, they stated they didnt know the customer and tried to cover up the review.I have screenshots of deposit receipt and attempt to cover up my wife for evidence if desired.

  Business Response

  Date: 02/01/2023

  Thank you for your honest and thorough critique of your experience. We try to be as honest and forthcoming with our estimation process. In signing the estimate, the Customer, agrees and affirms the contents herein to be true at the time of signed the agreement. We position the signature field on our estimates directly underneath the inventory and article list, so the customer knows what they are signing for and to circumvent any under or over estimations.
  Every estimate is based on the moving needs (household goods inventory, extra required services, desired pickup and delivery) provided by the customer during the setup process.

  We provided the estimate based on the inventory and article list that was given to your Logistics Coordinator at the time of booking. 

  Thank you for allowing us the opportunity to address your concerns. If you have any questions, please call ************.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18957178
  
  I am rejecting this response because:

  If your sales representative was trying to be honest he would have listed all items per company policy.  The representative listed washer and dryer as one item when your company policy requires them to be two separate items, as well as with our queen sized bed set and kids bed set as one item each when your company policy requires head board, frame, and platform to be listed separately.  As the customer, how am I supposed to know that those have to be listed separately?  That is the sales representatives job.  Things were technically listed but on multiple items was listed incorrectly and in such a blatant way to basically bait and switch us in a way that would allow the company to try to hold our deposit hostage.  The supervisor we talked to kept saying that hed hate for us to lose our deposit every time we rejected an attempt to for them to raise the price on us.

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

  Business Response

  Date: 02/10/2023

  Unfortunately in order for a Move to be reserved and scheduled with Safe Ship Moving the customer must approve and sign off on the inventory stating all articles are listed correctly. We are tremendously sorry that there was some indiscrepancies with the inventory but the estimate is only as accurate as the inventory given to the Logistics Coordinator at the time of booking by the customer. ********************** is a very stressful time and most people are simply incapable of knowing exactly how much stuff they are moving until they commence the packing process this is why we schedule a ***************** Call closer to the scheduled pickup date. Safe Ship or our **************** would never increase a Price without increased services or Inventory.

  Our Customer ********************** Team will be reaching out to assist further. 

  Thank you for allowing us the opportunity to address your concerns. We will use your feedback to identify training opportunities. Thank you.

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18957178
  
  I am rejecting this response because:

  safe ship moving is clearly not even reading my responses.  Entire bed sets and washer and dryer were all listed.  They were placed into single lines by their own representative when that representative should have placed the sets into individual lines.  No reasonable person would just assume that a queen size bed and its headboard, frame, and platform would need to be listed on all separate lines.  Same with the washer and dryer.  That was the representatives job, not the customer.  Everything was listed on single lines to bring down the price for a bait and switch.  The items WERE LISTED.  They were listed incorrectly for deceptive purposes.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/21/2023

  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.

  After getting a extremely low estimate from Safe Ship Moving, and reading reviews that they would likely charge me much more upon pickup, I tried to cancel my move with safe ship moving services. I was told that I would not receive a refund because I didn't cancel within 72 hours of my deposit (bill of lading), which was not made clear to me when I was being sold the package. Our move is still almost a whole month away. They claim that the "services rendered" was scheduling with the other moving company, who is ALSO a brokerage, with a fake phone number on their website. My salesperson from Safe Ship, *******, who vastly overstated the customer ********************** and offerings, hung up on me a number of times when I was trying to cancel. I spoke with customer ********************** and they kept trying to get me to postpone the move instead of cancelling, and refused to give even half of my deposit back, which I submitted via echeck after being told the rate would not be valid if I did not book right away. According to the contract, I can cancel up to 3 days before my move with written notice (which I provided on 1/20 and 1/22, our move is not til 2/16. Safe Ship refuses to refund me.

  Business Response

  Date: 01/23/2023

  If you wish to cancel pickup with the assigned carrier outside of the cancellation window for our rendered services then that is of course your option, your non-refundable broker's fee can be allocated to a move credit to avoid forfeiting of your payment. If you would like to retain the move credit for your broker's fee please notify us immediately.  

  Signing contracts might seem straightforward, but it's a process that shouldn't be taken lightly. Your signature is a **** that identifies you and is a reflection of your consent. Essentially, your signature means that you have read the agreement, agree to its terms and conditions, intend to enter into the agreement, and are legally authorized and mentally competent to do so.
  
  It is the obligation of the customer to read or otherwise comprehend all documentation prior to signing. Your payment to Safe Ship Moving Services is a broker fee for the assignment of an authorized motor carrier that is ready and willing to accept the relocation of your household goods. 
  

  Estimates *** be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 3 day window immediately after Bill of Lading is signed subject to 49 CFR 375.505(h).  An estimate/order *** not be canceled and deposits are not refundable outside the three day window, or after the mover has begun the physical moving services, including but not limited to: packing, loading, storage, transportation to and from the pick-up or delivery address, etc. 

  
  Safe Ship Moving's Services are considered rendered when a carrier has been appointed, the Job Acceptance Form is signed or the carrier arrives at the pickup location. 
  If there is anything else we can do please dont hesitate to call Customer ********************** at **************
  
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18876161
  
  I am rejecting this response because: the Bill of Lading is the more recent contract, and clearly states that it can be cancelled up to 3 days before the move for a "complete refund of prepaid deposits", and we are still 3 weeks out. Prepaid Deposits, plural, includes all our prepaid deposits. Namely the $3,345.64 from SafeShip
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/26/2023

  The section of the Bill of lading that you are referring is intended for customers that book directly with the carrier not brokered customers. The Bill of Lading is an agreement between the shipper and the carrier. It does not negate or nullify any agreement with the broker. Our estimate clearly states: "Estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 3 day window immediately after Bill of Lading is signed subject to 49 CFR 375.505(h)."

• Initial Complaint

  Date:01/20/2023

  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.

  My family, my wife and two young children under the age of five, contracted with the below moving companies for a residential move that included all of our possessions, as well as my at-home architectural business with a significant amount of office equipment, including computers and computer servers, special architectural printers, including large paper printers known as plotters, a conference room and reference library, and other office possessions.We moved from *************, **********, to *********, *********:Moved from: ************************************************************************************ Moved to: ************************************************************************ We contracted with the following moving companies:Safe Ship Moving Services (served as broker)200 *************************************************************************** Agent: *************************** **************************** Reference Job # AA6178516 License and permit information:MC#: ********* DOT#: ******* Princz Movers LLC (served as movers)4700 ********************************************************************** Agent: Or ********************* ************** or ************** License and permit information:MC#: ******* DOT#: ******* Total price stated on contract: $12,665.63 Initial deposit paid: $3,350.03 Additional deposit paid upon pick up of items in *************: $4,657.80 Balance due upon delivery: $4,657.80 (paid in full despite loss/stolen items, listed below)On October 26, 2022, Princz Moving agents arrived with a truck at our home in *************. All of my familys possessions as well as the home-office items were loaded into the truck. The truck was a rental truck no label pertaining to either of the above moving companies was listed on the truck. I paid a deposit of $4,657.80 in cash at the pickup. The driver stated that the truck was traveling directly to our new address in *********, *********, and would deliver the goods to the ********* address three days later.When the truck did not arrive, I called both moving companies many times to ask what had happened, and to inquire about the whereabouts of the familys belongings. No clear answer was given, nor a promise as to when the goods would be located and delivered.On November 22, 2022, a truck arrived at our ********* home. The driver told me that it had a partial load of my familys possessions, but that full payment needed to be made for the truck to be unloaded. I told the truck driver that he could not drive the truck away with our possessions. A conflict ensued, and ********* police were called to the scene although no arrests were made, nor crimes charged to either the driver or me. I accepted the partial delivery and made full payment to the driver. I made full payment to fulfill my side of the bargain, despite not receiving all of my familys items, so that they could have no excuse not to deliver our remaining possessions.Upon examination of the partial delivery, my family found that many items were missing substantial parts, for example, a bed frame came with only some of the parts and other essential parts were missing rendering the frame unbuildable, etc. Based upon an inventory taken before the items were picked up, 153 out of 502 items remain completely undelivered, not counting items with missing parts. The estimated losses are: household items: $120,550; office items: $283,550; reference library: $24,787.32. I have also lost business income for my architectural business as a result of missing essential office equipment, including computers, servers, and plotters.Despite repeated calls to both moving companies, neither company has responded or advised where the remaining belongings are, or when they will be delivered. 85 days have passed since pick up of the items, or approximately 2 months and 24 days.

  Business Response

  Date: 01/21/2023

  All pickup ETAs, delivery timeframes and delivery ETAs are only estimates; they are not guaranteed as stated in the signed and agreed upon Estimate. Many factors can contribute to schedule variations. Truck breakdowns, accidents, traffic challenges, natural disasters, changes in carrier routes, severe weather, and staffing fluctuations are just a few unusual reasons why your moving team may have been delayed for pickup. 
  In the winter months delays can happen from time to time. Significant weather events across several regions of the US impacted our carrier network and shipping routes. 
  
  Every estimate is based on the moving needs (household goods inventory, extra required services, desired pickup and delivery) provided by the customer during the setup process.
  We provided the estimate based on the inventory and article list that was given to your Logistics Coordinator. Upon pickup the carrier revised the estimate based on the space needed. As specifically notated in our contract, any additional space, packing materials or services needed are at an additional cost.

  We try and avoid damages at all costs and there is a claims process in place to compensate for damages. We recommend filing a claim for any articles or pieces that are damaged or missing. Please keep in mind that you can only file one claim per move so, we encourage you hold off on filing your claim until you have gone through every piece of your shipment. 
  

  Do to the unnecessary altercation that occurred between you and the moving team they have delivered your property to a near by storage unit for your retrieval. The Carrier does not feel safe delivering to your residence. The last time they did you pulled out a firearm and the police had to be called. 
  
  Thank you for allowing us the opportunity to address your concerns. If you have any questions, please call ************.

• Initial Complaint

  Date:01/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I inquired about cross-country moving services via an online inquiry in December 2022. I was contacted by ****** with Safe Ship Moving. He represented to me that they were a moving company (he never disclosed they were a brokerage service). During discussion, he was very pushy and would not allow me to get off the phone with him. We discussed the moving timeframe. He advised it would be "a few days" because the movers would have to stop/rest during the **** mile trip. I later spoke with another customer ********************** **** ***** I expressed concern about the 72-hour cancellation notice in the email. He advised that if I cancel they would not hold me to the 72-hour window.After signing up with Safe Ship, and giving them $2,600, I learned that Safe Ship is a brokerage service, and was notified that it would take up to 14 days for my items to be delivered to my new home. I cannot live with my family without beds, furniture, clothing, and our personal items for two weeks! I contacted Safe Ship over a four-day period numerous times (probably 6-8 times). Everyone I spoke with said they would talk with "someone else" to see what they could do. At one point, they advised they could offer "priority moving service" to me at no cost. Everyone I spoke with would promise a call back. I have never received a call back. Safe Ship finally disclosed they are a broker service, and that I could only get guaranteed delivery by a sooner date if I paid an additional $1 per mile (for a **** mile trip, that is another $1,500) - AFTER they previously said they would provide this priority service for free. Now I am told that it has been more than 72 hours since I signed the agreement, and thus the $2,600 is non-refundable if I cancel.

  Business Response

  Date: 01/17/2023

  As I understand you have thoroughly read your payment authorization form; I am sure that you are aware that your payment to Safe Ship Moving Services was a broker fee for the assignment of an authorized / DOT licensed motor carrier that is ready and willing to accept the relocation of your household goods. That carrier has been assigned and you are well outside of the cancellation window for your rendered services from us, your broker.

  Estimates *** be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 3 day window immediately after Bill of Lading is signed subject to 49 CFR 375.505(h).  An estimate/order *** not be canceled and deposits are not refundable outside the three day window, or after the mover has begun the physical moving services, including but not limited to: packing, loading, storage, transportation to and from the pick-up or delivery address, etc. 

  Safe Ship Moving Services is a Broker. Our broker status plainly is listed in our paperwork, on our website and marketing material. We would never misrepresent ourselves as a carrier or anything other than a broker.  We will be conducting an internal investigation to determine whether or not any representatives of Safe Ship Moving gave you contradicting or concluded information. 

  Thank you for allowing us the opportunity to address your concerns. If you have any questions, please call ************.
  

• Initial Complaint

  Date:01/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We utilized Safe Ship Moving Services for a move on 11/6/2022. We had spoken extensively with ******* to get an accurate estimate of the moving costs. This included several hours on the telephone listing the size, number and list of all pieces of furniture and boxes to be moved cross country. An estimate of $12707.50 was provided on 11/1/2022. They required a nonrefundable $5660.00 down payment at that time. When the movers arrived they immediately raised the price to $19,474 citing the total cubic footage, stating they would need two trucks to move all the items. At no point was the number or list of items disputed, they simply stated that the estimator had gotten the cubic footage wrong. The estimate had the **** at ****, the movers stated **** **** They demanded another payment of $3500 before they would move any items. At that time I contacted Safe Ship headquarters to inquire how the estimate could be so far off. I spoke with ******** on 11/6/22 who identified herself as the manager. She stated she would look into the cubic footage issue with the movers as well as why the price increased so drastically and would get back to me in ***** hours. I was told if we cancelled the move we would not get the down payment back in spite of the drastically increased price of services. Despite multiple phone calls to Safe Ship Moving services in the time period between 11/7 and 11/27 our questions have not been answered, nor has anyone returned any phone calls. The few people I have spoken to were unaware of the issue and stated they would forward my questions about the cubic footage and extra payment on to management but I have never received a reply from the company. Once they had our money they completely disappeared. When another set of movers arrived on 11/28 to unload the items at the new house, there was only one truck that was half full. These movers stated the items were not close to **** C.F., but they could not give an estimate of what the actual cubic footage was. Multiple items were broken in transit, including glassware, improperly packed (by the initial movers) furniture, lamps and tables.I understand that the price of a move may change and certainly expected some change in price from the initial estimate, but raising the price $7000 on the day of the move seems excessive. In addition, the initial movers stated that Safe Ship often engages in these dishonest business practices to lock in the non-refundable downpayment, knowing that what they quoted is inaccurate. What concerns me about this is the massive increase in price on the day of the move, as well as the complete lack of follow-up from Safe Ship despite multiple phone calls.

  Business Response

  Date: 01/16/2023

  Thank you for your honest and thorough critique of your moving experience. We try to be as honest and forthcoming with our estimation process as possible. In signing the estimate as well as the Bill of Lading (BOL), the Customer agrees and affirms the contents herein to be true at the time I signed the agreement. We position the signature field on our estimates directly underneath the inventory and article list, so the customer knows what they are signing for and to circumvent any under or over estimations. 
  

  Every estimate is based on the moving needs (household goods inventory, extra required services, desired pickup and delivery) provided by the customer during the setup process.
  We provided the estimate based on the inventory and article list that was given to your Logistics Coordinator. Upon pickup the carrier revised the estimate based on the space needed. 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 what you are paying for is the space used on the truck. 

  We try and avoid damages at all costs and there is a claims process in place to compensate for damages. We recommend filing a claim for any articles or pieces that are damaged or missing. Please keep in mind that you can only file one claim per move so, we encourage you hold off on filing your claim until you have gone through every piece of your shipment. 

  If you have any other questions please call **************

  
  
  

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18818418
  
  I am rejecting this response because:

  The explanation from Safe Ship about the moving costs do not justify the extra $5000 charged upon arrival of the moving team. I completely understand that the moving estimate *** vary from actual costs, but $5000 off is unacceptable. We spent hours on the phone with Safe Ship in order to provide them with information for an accurate estimate - including number and size of the pieces to move. At no point did the movers ever dispute the inventory that we provided, but they stated Safe Ship underestimated the cubic footage in order to receive the non-refundable down payment, knowing once we had paid the down payment we would be locked in to their predatory rate. In addition, the movers who completed delivery of the move (different from the original team), stated that it was not close to **** cubic square feet like Safe Ship claimed on the day of the move (initially Safe Ship had quoted **** cubic feet). 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/26/2023

  Signing contracts might seem straightforward, but it's a process that shouldn't be taken lightly. Your signature is a **** that identifies you and is a reflection of your consent. Essentially, your signature means that you have read the agreement, agree to its terms and conditions, intend to enter into the agreement, and are legally authorized and mentally competent to do so.
  
  It is the obligation of the customer to read or otherwise comprehend all documentation prior to signing. Your payment to Safe Ship Moving Services is a broker fee for the assignment of an authorized motor carrier that is ready and willing to accept the relocation of your household goods. 
  The estimate is a powerful preliminary guide to determine the initial volume but what what you are paying for is the space used on the truck. 
  Loading and packing a moving truck requires a lot of time, energy, and knowledge to get all your items safely on the truck. The moving team needs to make careful calculations to maximize the space and prevent damage. There are items that cannot be stacked and not all items may perfectly fit together causing what known in the industry as "Fault Space".

  It is not in Safe Ship Moving's interest to under estimate customers. Our Broker fee is directly proportionate to the size of the move. Under or over estimations are not something that we engage in as it is ethically compromising and flat out illegal. 

  
  If there is anything else we can help you with, please feel free to call customer ********************** at **************

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18818418
  
  I am rejecting this response because: as stated previously to this Business, " We had spoken extensively with ******* to get an accurate estimate of the moving costs. This included several hours on the telephone listing the size, number and list of all pieces of furniture and boxes to be moved cross country. An estimate of $12707.50 was provided on 11/1/2022. They required a nonrefundable $5660.00 down payment at that time. When the movers arrived they immediately raised the price to $19,474 citing the total cubic footage, stating they would need two trucks to move all the items. At no point was the number or list of items disputed, they simply stated that the estimator had gotten the cubic footage wrong. The estimate had the **** at ****, the movers stated **** ****"

  Safe Ship provided an inaccurate estimate of the cost and cubic footage, with the price of the move increased almost $7000 on the day of the move. They state in their latest response that this was due to items that did not fit together or be easily packed. I reject this explanation as well as the movers indiscriminately put things in the truck resulting in multiple broken items (part of the moving cost was for the movers to pack fragile items: as an example the movers put one glass lamp by itself in a box with no packing material around it. The lamp arrived broken). 

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

• Initial Complaint

  Date:01/10/2023

  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.

  Arrival of movers was a day late outside of the pickup window. I never received a call during the scheduled date of the move so had to contact Safe Ship. Quote provided by Safe Ship was completely inaccurate. When movers arrived and provided the new quote, I contacted Safe Ship and spoke to *******. She said nothing could be done until the truck was loaded for them to see the exact square footage. I then called back after and they stated they couldn't do anything since I signed off on the bill of landing, in which I was instructed. Issue was then elevated to ******, and then later to her manager. The move took 2 weeks to arrive to me and half of my items were damaged due to poor handling. Everything was packaged and wrapped with Uline products. I was also charged $400 more due to the location of my move in which the drivers had plenty of room to get to me. Vacuum charger was also misplaced which was packed by the movers, in which I had to order a new one. Safe Ship wasn't helpful in any way. I had to constantly follow up with them along with Arena *** Lines. I wouldn't recommend either companies. They have poor customer ********************** and are extremely rude and unprofessional.

  Business Response

  Date: 01/16/2023

  Every estimate is based on the services, volume and moving needs (household goods inventory, extra required services, desired pickup and delivery) provided by the customer during the setup process.
  We provided the estimate based on the inventory and article list that was given to your Logistics Coordinator. Upon pickup the carrier revised the estimate based on the space needed. As specifically notated in our contract, any additional space, packing materials or services needed are at an additional cost. 
  Many factors can contribute to schedule variations. Truck breakdowns, accidents, traffic challenges, natural disasters, changes in carrier routes, severe weather, and staffing fluctuations are just a few unusual reasons why your moving team may have been delayed for pickup. In the winter months delays can happen from time to time. All pickup ETAs, delivery timeframes and delivery ETAs are only estimates; they are not guaranteed as stated in the signed and agreed upon Estimate.  Significant weather events across several regions of the US have impacted our carrier network and shipping routes. 
  
  We try and avoid damages at all costs and there is a claims process in place to compensate for damages. We recommend filing a claim for any articles or pieces that are damaged or missing. Please keep in mind that you can only file one claim per move so, we encourage you hold off on filing your claim until you have gone through every piece of your shipment. 
  
  Thank you for allowing us the opportunity to address your concerns. If you have any questions, please call ************

• Initial Complaint

  Date:01/10/2023

  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.

  1.High pressure sales over the phone to my wife.2. Lowball estimate of $7K for a 4 bedroom house with 2 kayaks, 2 chest freezers and a hot tub to get us to sign on the dotted line. 2a. We called in a final box count with a final estimate of $11k with bulking fees included.3. Promised a Venmo payment would be fine - mover did not accept.4. Mover charged an additional 35% above the final quoted price. This dollar figure was more than double the original lowball quote over the phone.5. Mover refused to take our hot tub which was the whole reason we contracted through them. I had to get a trailer and drive **** miles to move it myself.6. Company would not provide arbitration paperwork when requested.7. Company would not return phone calls.

  Business Response

  Date: 01/13/2023

  The estimate is a helpful mechanism for determining the initial volume your inventory. We take every measure to ensure the estimation process is as accurate as possible but our estimate is an only an approximation based on the inventory given by the customer.  While we would like to do in home, physical evaluations of every customers move, it is simply is not possible. Our Cubic volume evaluation system is based off of national averages. The system inevitably will can not account for articles that are larger or small than the national average. 
  
  The Carrier that signed for and agreed to service your relocation did so knowing there was a hotter on your estimate. For the carrier to refuse to load the hotter is unacceptable. Due to your dissatisfactory experience with the Carrier, we have removed the Carrier from Dispatch Registry, Filed multiple Complaints on your behalf with the ****** launched a Carrier Delinquency Investigation as well as Customer Satisfaction Ticket in an effort to rectify the situation and keep this from happening ever again.
  
  If you would like to discuss this further please please call ************.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18717625
  
  I am rejecting this response because:

  I don't want to drag out this issue, but throwing the mover under the bus isn't the answer. I understand (now) that Safe Ship is just a broker. The verbal warranties during the sales process and the estimates provided were from Safe Ship, not *********. This is your business. It includes accuracy within 10% for estimates and making any discrepancy transparent to the customer. Arbitration of this type shouldn't even come to bear. I will pursue it if necessary, but answering my phone call early in the process and working it out would have saved us both a world of pain. I don't want compensation for personal damages, just a refund to reflect the second (final estimate) received from Safe Ship and a mutually agreeable compensation for taking two days (24hrs of driving) my personal vehicle with trailer over **** miles to move the tub. No written or verbal response through BBB is necessary. Prompt customer ********************** and fair business practices would have made the difference between me being a detractor or proponent of Safe Ship. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/24/2023

  please see attached 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18717625
  
  I am rejecting this response because: please let me State plainly: I wish to enter into arbitration regarding this matter. While the pamphlet attached provides some answers regarding arbitration it does not tell me how to begin the process. The ***** may not enter into arbitration against a carrier or a broker like safe ship. So I am asking safeship directly to begin the arbitration process. The alternative is to simply call me and we can easily reach settlement for the amount of the quote and an agreed upon price for my having to travel and transport the hot tub. Thank you for your consideration you may contact me at area code ************. Best regards, ************************

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

  Business Response

  Date: 02/16/2023

  The customer must have their legal Council reach out to the Regional Agent for processing to submit a request for arbitration. This information can be found online on the ***** website. The agent you will need to speak with is ******************************** **** **************************************** **************** **, 29687. 

  We would be more than happy to point you in the right direction if you call Safe Ship Moving Customer ********************** at **************

  Customer Answer

  Date: 02/16/2023

   
  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:01/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mid October I requested quotes from companies. Safe Ship offered the lowest rate. I advised representative I was moving all my items from a 1 bedroom apartment 650 sq ft from ** to CA. I provided info on items being moved & quoted $2700. But was told if I agreed to terms I could bed scheduled on their truck w/a $200 discount. I was contacted the next day and advised of the discount. I was never advised Safe Ship was only a broker & another company would pick up and deliver my items. I was under the impression Safe Ship would be doing the move. I agreed to the rate of $2500. A few days before my pickup Safe Ship called to review what I would be moving. This rep. was different & said that the 1st person did not quote me the correct ************ for the size of truck I needed. It would be $4500 now and I had to pay another $1000 deposit. I felt like I had no other option but to pay extra. It was only 3 days before I was to move & I had to make sure my items were delivered by Dec. 1st because I started my new job in CA on Dec 5. I put a complaint in with Safe Ship and they gave me a $250 discount. Pick up was scheduled Nov 18, they didn't arrive until Nov 19. I was told there would be multiple movers and only one person showed up to load my items! After all items were loaded, I was told I would have to pay another $1000. Again, I felt stuck. All my items were already loaded, and they would charge me more to unload! My items were supposed to be delivered Dec 1st then I was called and told Dec 2nd and they did not show up until Dec 5. Another company delivered my items. Even though I had ***** receipts showing full payment they would not unload until it went through on their end. If they had to wait it would be $100 and if they left would be $600. I left work on my 1st day. Cancel the Zelle payments & got cash to pay them! Items were lost, and damaged no care was given to boxes marked fragile.

  Business Response

  Date: 01/13/2023

  Here at Safe Ship Moving we always try to be as accurate as possible when dispatching and assigning a Motor Carrier to service our customers. From time to time delays do occur despite every measure we take to prevent them.  All pickup ETAs, delivery timeframes and delivery ETAs are only estimates; they are not guaranteed as stated in the signed and agreed upon Estimate. Many factors can contribute to schedule variations. Truck breakdowns, accidents, traffic challenges, natural disasters, changes in carrier routes, severe weather, and staffing fluctuations are just a few unusual reasons why your moving team may have been delayed for pickup. 
  
  Safe Ship Moving Services is a Broker. It is plainly listed in our paperwork, on our website and marketing material. We would never misrepresent ourselves as a carrier. 
  
  Every estimate is based on the moving needs (household goods inventory, extra required services, desired pickup and delivery) provided by the customer during the setup process.
  We provided the estimate based on the inventory and article list that was given to your Logistics Coordinator. Upon pickup the carrier revised the estimate based on the space needed. 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 what you are paying for is the space used on the truck.