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: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. 

• Initial Complaint

  Date:01/10/2023

  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 was the worst moving company I have ever dealt with and I have moved around 7 times now. Safe Ship was the most unprofessional company that changed the dates they would move me 3 separate times, charged an extra $1, 500 the day of moving for not enough space on the truck and items were too heavy even though we were under the amount of things that we told them we had. The movers made us pay an extra ,$1,200 in cash the day of randomly and said if we didnt they would not take our stuff. The movers also did not even move everything into the house as they set our headboards for the beds outside and just left. The customer ********************** also told us at first they would not ship our stuff out until 2 weeks later than was agreed upon and told us they would only move it when we originally talked about for an extra $300 and we had no other option but to do that as it was 2 days prior to when we had to move that they told us that. Do not ever use this moving company unless you want to pay an insane amount of money last minute and also not have all of your stuff taken as well as damaged.

  Business Response

  Date: 01/14/2023

  We are sorry to hear that your experience did meet your expectations.  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. 
  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. 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. 

  
  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. Be sure to include scratches, ****** or anything even if it is as simple as a broken pencil. If there is an item missing, describe it and where it was last seen. If you have photos or video you can attach it as well. 
  
  Thank you for allowing us the opportunity to address your concerns. If you have any questions, please call ************.

• Initial Complaint

  Date:12/28/2022

  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 mother-in-law hired this company to move her goods across the country. She was quoted $5500 after her final walk-through based on her goods/truck space required. Upon arrival, they said the price was $9900 due increased square footage of her goods and they didnt bring a large enough truck for her things, requiring that a few boxes be stored with family&friends. (Not many choices to switch at this point since her house was already sold). She was told her goods would arrive in **** days. The day after pick-up, that window was changed to **** days. She received a call saying her good would arrive on days 8 or 10, and it is now day 13 without her goods. Management has not provided any reasoning, apology, or refund for these multitude of mistakes and I would not recommend this company.

  Business Response

  Date: 12/29/2022

  We are sorry to hear that your experience has been less than satisfactory. Keep in mind that we as the broker do not wish anyone to have an unsuccessful move. 
  The preliminary Estimate is just that, an Estimate. 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 provided to your Logistics Coordinator. Upon pickup the carrier revised the estimate based on the space needed to transport your property. Your inventory and article list more than doubled. As specifically notated in our contract, any additional space, packing materials or services needed are at an additional cost. The estimate is a powerful preliminary guide to determine the initial volume but what the customer is actually paying for is the space used on the truck. Safe Ship Moving Customer ********************** will be reaching out to you today to go over your Mother-In-law's delivery timeline and figure out how we can best help the situation. 

  Our direct customer ********************** toll free number is ************

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18652903
  
  I am rejecting this response because: An estimate that was done by your company/sub contractor that is greater than 40% off is poor performance and not within any imaginable appropriate margin of error. Delivery timeline was **** days (changed to **** days after goods were picked up). It is now day 13. Your company called on 12/21 stating goods would be delivered on 12/24 or 12/26, this also did not occur.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/07/2023

  We try to avoid delays at all costs, in the shipping 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. All delivery timeframes are plainly listed on the Estimate you signed. All pickup and delivery timeframes are approximations, Safe Ship would never promise or guarantee delivery timeframes. 
  
  The Estimate is just that, an Estimate. Every estimate is based on the moving needs (household goods inventory, extra required services, desired pickup and delivery) provided by the customer during the reservation. 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 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. 
  
  If you have any further questions please call Safe Ship Moving Customer ********************** at **************

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18652903
  
  I am rejecting this response because:

  Goods were delivered outside of the estimated window that was provided. Original estimated cost was approx 40% off from the final cost, which I can only imagine is done to trick customers into having them sign up for their low price and then change the cost last minute when customers have no choice but to pay it. Delivery driver did not even call prior to arriving with goods, just showed up one day and thankfully we were around. I'm well aware of the definition of "estimate" and what was signed. Although everything was "legal," that does not mean it is good business and customers need to be aware of this. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/27/2022

  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.

  documented, I tried to cancel my move with safe ship moving services. I was told that I would not receive a refund because I didnt cancel within 72 hours of my deposit( bill of lading) because of the wording it was not foreseeable to any customer in the matter in fact. After asking to speak to any manager above the customer ********************** manager ***************************, I was told there was no one to speak to above her as a manager. I was not transferred. I was told that writing a review will not effectively change the events in fact. I have contacted Better Business Bureau to report bad business practices. I will be writing a review on every single website available. After my personal belongings are taken and delivered this will act as services rendered.Thank you ***********************

  Business Response

  Date: 12/29/2022

  Here at Safe Ship Moving we strive to make Moving as simple and painless as possible. We are pleased to have reached a mutually beneficial resolution. If you have any further questions or concerns, please don't hesitate to contact Safe Ship Moving Customer ********************** ************

• Initial Complaint

  Date:12/19/2022

  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.

  Safe Ship is a moving broker who we reached out to to book a long distance move from ***** to ********. Their salesperson, *********************, promised that our items would be loaded onto one truck with just ********* and go straight to ******** from *****. He really talked up this feature and how our stuff wouldn't be mixed up with ********************, and it wouldn't be transferred around. I booked the move based on this understanding. The day the movers arrived, it turns out that they don't actually do it that way. They DO move your items multiple times and put them on a truck with multiple houses. I called the company that day and the person who answered didn't understand why ***** would have promised that. We have reached out to the company multiple times with no response. I would like a refund of their brokerage fee since they blatantly misrepresented the services offered.

  Business Response

  Date: 12/20/2022

  Here at Safe Ship Moving Services we strive to make moving as easy and painless as possible. Usually when there is any additional services, they are listed on the estimate as a specific line item. If a customer is in need of exclusive use of the vehicle or any other additional services, the needed service will be listed on the estimate for the agreed upon cost. After reviewing your estimate, there is no additional services listed anywhere on the document. 

  In the signed estimate it does state:
  Carrier may use agents/independent subcontractors on all orders. Additionally, unless customer purchased an "exclusive use of the vehicle" option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments. 

  We try to be as comprehensive and thorough with our estimation process as possible. We ask every customer read every document prior to signing as to circumvent any unnecessary miscommunications.  In signing the estimate, the Customer, agrees and affirms the contents herein to be true at the time of signing. 

  If you have any other questions or concerns please feel free to reach out to Safe Ship Moving Customer ********************** at **************

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18612627
  
  I am rejecting this response because:

  The company has not taken any responsibility for its shady sales practices. The sales person lied 100% about the services promised and the company has not responded to any requests for assistance since. The sale was made based on the lies that were told during the sales call. This practice is intentional to encourage people to use them then bait and switch and charge more money. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/27/2022

  If a customer is in need of exclusive use of the vehicle or any other additional services, the needed service will be listed on the estimate for the agreed upon cost. After reviewing your estimate, there is no additional services listed anywhere on the document. 

  In the signed estimate it does state:
  Carrier may use agents/independent subcontractors on all orders. Additionally, unless customer purchased an "exclusive use of the vehicle" option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments. 

  If the booking representative told you anything different or insinuated that you would receive exclusive use of the vehicle then disciplinary action will be instated internally. We will open a customer satisfaction investigation ticket. 

  If you have any other questions or concerns please feel free to reach out to Safe Ship Moving Customer ********************** at **************
  

• Initial Complaint

  Date:12/15/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/01/2022 paid $2700. To have my household belongingso shipped from *******, ** to *********, **. Was to be delivered on 12/13/2022. It is now sitting in a warehouse in ***********, **. They don't know when they will ship it, They are holding our household belongings hostage until we give them more money than contracted for. Their phone number is ************.

  Business Response

  Date: 12/16/2022

  We try to prevent and avoid delays at all costs, in the shipping industry a lot of factors contribute to scheduling 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. 
  
  There is an industry specific term known as first available delivery date. The first available delivery date is the first possible day that you're ready for your belongings to be delivered and thus the first day that they can be delivered. Moving companies will coordinate their deliveries with the first available delivery date so that there is wasted time during the transportation process. By scheduling their deliveries around the first available delivery date, moving companies avoid having to wait to deliver a shipment (which costs both you and the moving company money). 
  Your FADD (first available delivery date) is NOT your delivery day. Your FADD (first available delivery date) is 12/13. 
  
  The industry standard ETA schedule for transporting Household goods or property **** miles is 5 - 14 business days as listed on your signed estimate. The standard transit time or (ETA schedule) starts after your first available day for delivery.
  

  Were you offered Expedited delivery services?

  
  The carrier has notified Safe Ship Moving that as soon as they have an accurate update for you they will notify both you and Safe Ship Moving. 
  
  If you have any questions in the meantime, please call Safe Ship Moving Customer ********************** at **************
  View Communication History for this Complaint

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18581888
  
  I am rejecting this response because:
  Our household items were to be delivered on 12/13.  Today is 12/19, Safe Ship has not kept their end of the contract, still waiting for delivery. Our house will be empty for Christmas, this is unacceptable 
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/27/2022

  There is an industry specific term known as first available delivery date. The first available delivery date is the first possible day that you're ready for your belongings to be delivered and thus the first day that they can be delivered. Moving companies will coordinate their deliveries with the first available delivery date so that there is wasted time during the transportation process. By scheduling their deliveries around the first available delivery date, moving companies avoid having to wait to deliver a shipment (which costs both you and the moving company money). 
  Your FADD (first available delivery date) is NOT your delivery day. Your FADD (first available delivery date) is 12/13. 
  
  The industry standard ETA schedule for transporting Household goods or property **** miles is 5 - 14 business days as listed on your signed estimate. The standard transit time or (ETA schedule) starts after your first available day for delivery.
  

  The 5 - 14 business day delivery schedule starts on the customer's FADD (12/13) 

   

  We will continue to work with the Carrier to get you delivered as soon as possible. 

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

  
  

  Customer Answer

  Date: 12/31/2022

   
  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,
  
  ***************************