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:02/24/2023

  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.

  Due to the magnitude of problems experienced with this company, I am unable to summarize a timeline of events below the maximum character count. Attached to this complaint, you will find a pdf copy that explains the situation in more detail, along with pictures of phone logs and text message evidence. I also have an audio file for a phone recording, but audio file uploads are not one of the supported upload formats. If there is a way to email this audio file to the manager of this case, I would like to. It plays a very supporting part in the overall evidence.

  Business Response

  Date: 02/25/2023

  We are sorry to hear your experience was not satisfactory. We are unable to find a customer file or any correspondence associated with your name, phone number or email address. 

  For any additional assistance please call Safe Ship Moving Customer ********************** at **************

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19459636
  
  I am rejecting this response because you should have records of my husband and Is account. You may try his name and phone number. His name is *********************** and his phone number is ************. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/28/2023

  We are sorry to hear that your experience has been less than satisfactory. Moving can be one of the most exciting times in life, but it can also be one of the most stressful. It sounds like you have gathered a substantial amount of evidence to support your complaint. Providing the detailed pdf and supporting evidence will be very helpful for us to understand the situation and take appropriate action.
  Regarding the audio file, you may want to reach out to Safe Ship Moving Customer ********************** to see if there is a way to send it via email.

  Can you please describe the issues that occurred? 

   

  Safe Ship Moving Services takes complaints seriously and will work with you to resolve the issues you've experienced.

  Customer Answer

  Date: 03/03/2023

  Thank you for notifying me of this. Attached to this email should be the evidence I referenced to in my original claim. I was originally having some technical issues and my original attachments must not have been uploaded properly. Thank you for bringing this to my attention and if there are any other details you need me to provide, please don't hesitate let me know. 

  
  

  Thank you again,

  
  

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

  Business Response

  Date: 03/03/2023

  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.
  
  A shuttle truck allows the driver and crew to bring the vehicle close to the residence and load or unload your possessions as safely and efficiently as possible. Customers often get upset when charged a shuttle service but understand it requires a second truck, time, and labor. Ultimately a shuttle or auxiliary service is at the discretion of the driver, if the driver does not feel comfortable maneuvering the truck. 
  We will be happy to provide the arbitration paperwork for you to pursue additional reimbursement. 
  Customer ********************** will be reaching out shortly. 
  
  

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19459636
  
  In response to your defending statement about the delivery delay and box truck issue, there is a difference between reasonable deviations within a projected target and downright misleading information. Your parameters within your contract have been exercised well beyond reasonable limit and is downright swindling. It was clearly communicated to you and our moving company how urgent our delivery day was. All of the factors youve described which would inhibit a timely delay are sudden, reasonable justifications. None of those instances were the case with our delivery. It was decided A WEEK before our initial pick up that plans had changed and that the previous order before us had been canceled. A week is more than enough time for us to be notified of this change and how it would impact our delivery. We were not told of any of these delays and were misled into thinking everything was projected as going as planned. We were not notified of this change until quite literally after the arrival of our moving company. Had we known about this change, we would have canceled and moved our belongings ourselves. An uninformed two week delay is unacceptable. As far as the box truck goes, there is no excuse for why we were charged for the use of one. Weve had well documented communication where there was a mutual understanding of not requiring one. Again, the fact that our delivery team quite literally confirmed the final drop off cost as $1,200 the night before our delivery and then upon arrival, blindsided us with an additional $800 box truck charge is completely misleading and criminal. There was another delivery loaded with ours on the box truck that day. Its clear that the movers double dipped into charging us an $800 fee that wasnt applicable to our delivery. 
  
  We would like for the necessary arbitration paperwork to be sent to us. The last time we had to file a claim with the claims service you sent to us, it took about 2 months for us to receive a resolution offer.  Our acceptance/rejection of this resolution is contingent upon the results of our compensation.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/10/2023

  Again, we are very sorry your move was services so poorly. We have completely severed all business with the carrier responsible. Being that we did not transport your physical belongings and are solely your broker we can provide you with the necessary information to go to arbitration with the shipping company directly. An uninformed two week delay is highly unacceptable. As your broker, You can imagine how upset we were to hear that your shipment was delayed. 
  Customer ********************** has sent over your arbitration paperwork with filing instructions. You can use the arbitration process to receive compensation and settle the dispute regarding your shuttle service.
  

  Our Customer ********************** Office Manager has reached out to you multiple times in an attempt to assist you further, she still has not received a return call. 

  If you have any question please call ************
  

• Initial Complaint

  Date:02/13/2023

  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.

  Move was 3 days late and damages to my stuff filed a moving complaint with moving company which is horrible and also I feel this company is solely responsible for hiring this person who pushed it off to another company and they advertise that 30 days maximum business days mine was 33 people need to be aware of what they are getting and safe ship brokers is not the way too go **** plus dollars was spent in total for this ?

  Business Response

  Date: 02/13/2023

  We are tremendously sorry your relocation experience with the Carrier was less than satisfactory. We can assure you that we vett every carrier thoroughly and would never do business with a Company that had a problem of this nature with any prior Customer. All of Safe Ships Logistics Coordinators go through a rigorous training process, all of which embody every sense of the word competent. 

  We are tremendously sorry your relocation experience with the Carrier was less than satisfactory. We can assure you that we vett every carrier thoroughly and would never do business with a Company that had a problem of this nature with any prior Customer. Any Authorized Carrier we work with must be fully Licensed, Bonded and Insured. We consider reviews and complaints but heavily depend on our Customer's Personal Experience with Carriers. 
  

  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. 
  
  Has Customer ********************** provided the Claims information to start the reimbursement process? 

   

  If there is anything else we can do to assist further, please call Safe Ship Moving Customer *********************** at **************

  
  

  Customer Answer

  Date: 02/14/2023

   
  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:02/07/2023

  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.

  We are in the middle of a long distance move and have repeatedly experienced poor business practices from this company. We were never told that the Company was a moving brokerage company, the movers assigned to us, and were not notified of when the auto transport would take place until 9 PM the night before when I called them. I called at least four times to request additional information. The representatives had no interest in answering our questions. We sent an appraisal video and multiple obvious were omitted. After the Company low balled the initial offer we were called three days prior to the move and charged an additional $800. When I tried to cancel the order and request a refund, I was told that it was past my refund window. After we were low balled on the initial offer then the company called us three days prior to our move to increase the price.

  Business Response

  Date: 02/13/2023

  We are sorry to hear that your experience with Safe Ship has not met your expectations. We try to be as comprehensive and thorough with our estimation process as possible. In signing the estimate, the Customer, agrees and affirms the contents herein to be true at the time of signing.  Due to your inventory being taken verbally over the phone, our estimates can only be as accurate as the inventory that is given to us by the customer at the time of booking. When sending an estimate for signature, we include the total article list directly above the signature line for the customers inspection. We do this in order to ensure that the inventory is accurate and nothing was left off because an inaccurate inventory can lead to an inaccurate estimate. We try to be as comprehensive and thorough with our estimation process as possible. In signing the estimate, the Customer, agrees and affirms the contents herein to be true at the time of signing. 

  Ship Moving Services status as a Broker is plainly listed in our paperwork, website and marketing material. We would never misrepresent ourselves as a carrier. 

  If there is anything else we can do please dont hesitate to call Customer ********************** at **************

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19363703
  
  I am rejecting this response because its completely false. I provided the company with a detailed video of all of my belongings and a quote from Mayfair for comparison. Multiple items were purposely omitted from the from the inventory. These items include office chairs, **************. that would be extremely hard to miss accidentally. There was no due diligence with the initial estimate. Three days before my move the company called to conduct a quality assurance check and increased the price of the move by over 50%. At this time, I tried to cancel the move and was told that my $1,500 deposit was nonrefundable and I was required to pay an additional $800 in order to have my items moved. Up to this point the company led me to believe that it was a moving company and these fees were a deposit for the move. The Company defrauded me and many others by impersonating a moving company and lying about the the use of funds.

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

  Business Response

  Date: 02/16/2023

  Our estimate process is industry standard and results in accurate prices the vast majority of the time.  Unfortunately, with a verbal estimate, our estimate is only as accurate as the inventory that is disclosed to us. If there was an under estimation it is the responsibility of the signee/ customer to make sure the inventory is accurate before they sign off on it. 
  

  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 and agree to its terms and conditions.
  
  Our Broker Status is listed predominantly on all of our paperwork, website and ****eting material. To say that we led you to believe are anything but a brokerage is not only disparagement but an out right untruth. 

   

  If we can be of any assistance please call Safe Ship Moving Services at ************

• Initial Complaint

  Date:02/06/2023

  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.

  $4317, door to door moving service.Company failed to provide a good estimate on cubic footage of my desired move. They sub contracted a sub par moving company that failed to deliver in the agreed upon **** day window. No support provided after they receive payment.

  Business Response

  Date: 02/07/2023

  Thank you for your honest and thorough critique of your moving 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 can assure you that we vett every carrier thoroughly and would never do business with a Company that had a problem of this nature with any prior Customer.Our Carrier Vetting Process is comprehensive and thorough. Any FMCSA Authorized Carrier we work with must be fully Licensed, Bonded and Insured. We consider reviews and complaints but heavily depend on our Customer's Personal Experience with Carriers.

  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".

  After reviewing your account it is clear that you have been in constant contact with Safe Ship Moving Customer **********************, we will continue to be of service to help as best we can. 
  Thank you for allowing us the opportunity to address your concerns. If you have any questions, please call ************.
  

  
  

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19345335
  
  I am rejecting this response because:
  This is the general reply, that you sent to all your customers left complaints, no personalization whatsoever, no accountability, and your vetting process is lacking in many aspects. My issue is when I listed all my items over the phone for 45 minutes and all the items listed on the contract, and was quoted 921 cubic footage for the entirety of my household goods, to be Told on site, that the code square footage was off by 600 ft. is unreasonable. Whoever books your moves and whatever chart that he uses to calculate the cubic footage is wrong and your company has caused *********** financial burden. I hope you get your business together, be more upfront over estimate if anything. Theres nothing worse than to be put in a predicament where you cannot get your money back and have to choose to spend twice as much or lose your deposit.

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

  Business Response

  Date: 02/10/2023

  The estimate is only as accurate as the inventory given by the customer at the time of booking the reservation. 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 the agreement is signed. 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. 
  We can go over your paperwork (Revised Written Estimate and **** of Lading) to make sure the volume and math all adds up. All pickup ETAs, delivery timeframes and delivery ETAs are only estimates; they are not guaranteed as stated in the signed and agreed upon Estimate.

  If there is anything Safe Ship Moving Customer ********************** can do to assist further please call **************

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19345335
  
  I am rejecting this response because:

  I understand what quote was provided, your business model is to provide the lowest quote to lure customers in, then have a 3 day refund policy most moves are planned months in advance so basically no refund guarantee is your business motto.  Then hit them with the extra cubic footage on site to cash in on the non-refundable deposit.  I am amazed reading the response provided and the similarity in reviews posted about your company.  Missing a *******************************, broken cup collection from *****, wet books and my boxes showing up smelling like they were stored at a landfill is just plain disgusting business practice.  I will do everything in my power to ensure you dont receive any business from military folks and no one else falls victim to your vetting process that I will clearly point out is flawed and highly fabricated.

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

• Initial Complaint

  Date:02/05/2023

  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 communicating and submitting a rough idea of what all I had to move, I received what I was told, to be a binding quote. I was then fast talked into signing documents that did not allow me to cancel after 72 hours. Upon completion of all document signing they transferred me to a quality assurance guy who requested a thorough, itemized list of inventory and scheduled an appointment to go over said list. They did not schedule a consultation until the 4th day. 1 day after eligibility to cancel. I was then quoted over **** dollars more after submitting a more detailed list. I immediately demanded to cancel everything and requested my $1889 of what i believed to be a down payment be refunded. After a few hours of back and forth phone calls I was finally told that the original binding quote would be honored. I then agreed to proceed. However, after seeing the shock in the face of every person i told about the moving costs, I requested a couple more estimates. I was able to get a rough estimate for $3100 and an additional week to prepare. I originally requested to have my stuff at the new place by the 11th and for that to happen, safe ship required pick up 6 days prior. Never mentioning the ability for a direct delivery. The other guys offered the services i was seeking, within my desired time windows and at a far cheaper cost. Upon learning about this, I made efforts to contact safe ship to again cancel and refund my deposit. I never received a call back and so I called again the following day. I spoke with customer ********************** who were rude and argumentative and offered no type of solution. I asked to speak to a supervisor and was told there was no one else but the owners above the guy I was talking to. Eventually I spoke with both owners on separate phone calls. Neither of them at all sympathetic or willing to refund my money. This is when I learned the place is only a broker and not actual movers. Yet I was able to get better pricing on my own. Guys are crooks.

  Business Response

  Date: 02/06/2023

  Safe Ship Moving Services status as a Broker is plainly listed in our paperwork, on our website and ****eting material. We would never misrepresent ourselves as a carrier.

  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. 
  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. 

  The cancellation policy in the estimate that you signed and agreed to says "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."

  If there is anything else we can do please dont hesitate to call Customer ********************** at *************

• 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 ************.