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:10/24/2022

  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 contracted services with Safe Ship Moving Services (SSMS) on 7/2/22 for a total of $8,888.52 as the original estimate and was required to pay $2,445.95 on that date to secure the contract. I repeatedly indicated that I will need the full 26-foot truck for moving services and for the contract to be written as such. I also paid an additional $1,276 for the Platinum Pack (PP) for all our items to be protected during the move. The contract writer assured me the contract was written to include a full 26-foot truck. The contract was only written for **** cf. although I was assured this was for a full 26-foot truck. SSMS contracted out the job to Your Way Movers, LLC (YWM) who did not fulfill the contract and did not protect any items outside of the kitchen area. Many items were damaged, broken and stolen which I can expand upon at a later time at BBB's request. YWM filled the 26-foot truck and only then informed me that the contract was written to only cover **** cf. YWM threatened to unload the items from the truck or keep the items altogether. I contacted SSMS and expressed my concern and hesitancy to pay any additional money as this was not agreed upon and YWM broke federal law found under code regulations title 49 subtitle B chapter 3 sub chapter B part 375 subpart D375.401 (I). SSMS advised me to sign the revised contract for an additional $2,064.19. Through multiple contact attempts with SSMS, they have agreed to refund/rebate me $445 as there is recorded audio proof that I specifically asked for the contract to be written for a full 26-foot truck and the job was insufficiently completed by YWM in which SSMS has already filed charges and claims against. I am asking for a refund/rebate of $2,064.19 to cover the difference from the original estimate and wish to receive the $1,276 for the PP which we did not receive if possible. SSMS has not refunded any money as of 10/24/22 and has not responded to any inquiries or attempts to contact since 10/6/22

  Business Response

  Date: 10/25/2022

  While we are concerned when any customer has a bad experience, we have fulfilled our contractual obligations to you.

  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 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 what you are paying for is the space used on the truck. 

  Safe Ship Customer ********************** has been in contact with you every step of the way as thoroughly noted in your Customer file. ********************** is very stressful time so we make every effort to be as available as possible throughout the process. 
  
  The law violation you are citing and referring pertains to the 110% rule that only applies when the controlling estimate for services is non-binding. The rule does not apply for binding cubic feet or other volume based estimates. Your Estimate with Safe Ship Moving is a Binding Estimate meaning regardless volume size the shipper is Bonded to their specific rate.
  
  Safe Ship Moving cannot give you a refund as we successfully dispatched a licensed and insured motor carrier to service your relocation. 

  If you have any questions please feel free to contact Safe Ship Customer ********************** at ************

  Customer Answer

  Date: 10/30/2022

   
  Complaint: 18306341
  
  I am rejecting this response because:
  Your statement that you have fulfilled your contractual obligations to me is quite concerning. I paid for the Platinum Pack for all of our items to be wrapped, protected, or otherwise. I provided evidence which clearly indicates this part of the contract was not fulfilled. Please indicate where the additional $1,276 was spent or allocated to support this Platinum Pack on the contract. A total of 42 boxes were used (less than the 50 boxes estimated) and only the kitchen area was packaged. This does not justify the $1,276 charged or fulfill duties associated with this purchase.
  
  Your response indicates that you provided an estimate of the inventory and article list provided by the logistics coordinator. There are multiple records of me indicating that I required a full 26-foot truck. This has been confirmed by *********************************** and the Office Manager who both offered to rebate me $445. Your response stated that my inventory and article list more than doubled. The contract estimate was written for **** cf. and I have now learned on my own that the average 26-foot truck holds approximately **** cf. I am again concerned about your response because you stated my inventory and article list more than doubled yet the move was completed filling a 26-foot truck as I originally requested and, based on your statement, I would need a truck that could hold at least **** cf if it were truly more than double. Please provide evidence of such a claim. I am very concerned that your response to the Better Business Bureau includes a lie.

  
  Your response indicates that you have been in contact with me every step of the way. This is concerning because the Office Manager stated that I would be receiving a call on 9/14/22 to further discuss the rebate that I was promised and I have not received any contact from him yet. *********************************** stated that she would compose the complaint/claim of violations against Your Way Movers, LLC and she has not done so. Please provide evidence of any contact initiated by Safe Ship Moving Services after 9/13/22. I have multiple records of attempted contact on my end with no response from Safe Ship Moving Services. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/03/2022

  Here at Safe Ship Moving Services we are forthcoming, upfront and honest. Volume estimations are not determined by truck size, estimations are determined by the inventory provided by the customer. You signed an estimate for **** cubic feet NOT a 26 foot box trucks worth of space. 
  I have attached some documents for your review. 

   

  If you have any further questions please call customer ********************** at **************

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18306341
  
  I am rejecting this response because:
  Thank you for the partial refund of $445.95.With this partial refund, there is a remaining $2,894.24 that I am requesting as the $445.95 partially contributed to the $2,064.19 discrepancy and the $1,276 for the Platinum Pack services that I did not receive. Please provide where the additional $1,276 was spent or allocated to support this Platinum Pack on the contract. I have provided ample evidence to show that we did not receive the entirety of this service (see previously submitted pictures) and only the kitchen area was packaged and a total of 42 boxes were used, which is less than the 50 approximated. 
  
  I understand what an estimate is. Confirmed by the Office Manager and ***********************************, via audio recordings of when the contract was being written, I specifically said I need the contract to be written as if it were to fill a full 26-foot *********** was assured the contract was written that way. Once it came to my attention that there was a discrepancy in the contract, I expressed discomfort and hesitancy to move forward with any further signing of contracts and/or release of additional money but was advised to sign the documents by Safe Ship to be settled at a later time. The discrepancies have not yet been settled.
  
  Your response is again concerning because you state Here at Safe Ship Moving Services we are forthcoming, upfront and honest. However, you have made the claim that my inventory and article list more than doubled but have failed to provide any evidence of such a claim. Again, my move was completed using a 26-foot truck so I would have needed a truck with the capacity to haul at least **** cf while a 26-foot truck only holds approximately ***************************************************************** your response to the Better Business Bureau.
  
  You also stated that Safe Ship has been in contact with me every step of the way but I still have not received any contact initiated by Safe Ship Moving Services after 9/13/22. I have made additional attempts to contact Safe Ship since this thread started and have been sent to voicemail each time. So again, please provide evidence to substantiate your claims. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/09/2022

  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. 
  We can go over your paperwork (Revised Written Estimate and **** of Lading) to make sure the volume and math all adds up. You signed an estimate for **** cubic feet NOT a 26 foot box trucks worth of space.  
  
  
  
  If you have any questions in the meantime, please call Safe Ship Moving Customer ********************** at **************

• Initial Complaint

  Date:10/11/2022

  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.

  I utilized this company for a move, they contracted another company. My property hasnt been delivered and has been almost a month. My property is valued at $10,000.00. I am contemplating a felony theft complaint with local law enforcement and a civil suit against all parties. I have spoken with the party who cant provide a answer.

  Business Response

  Date: 10/12/2022

  We try to avoid delays 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.

  There is an industry specific term called, first available delivery date or FADD. 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 no 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 pickup window started on 09/14. Did you tell tell the moving team on pickup that you wanted your items delivered as soon as possible or did you give them a date in which they cannot be received before (FADD)?
  
  The industry standard ETA schedule for transporting Household goods or property **** miles is 5 - 14 business days (with a maximum of 30 business days). The standard transit time or (ETA schedule) starts after your first available day for delivery.

  Please feel free to call Safe Ship Moving Customer ********************** if you have any further questions at ************

  Customer Answer

  Date: 10/12/2022

   
  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,
  
  *********************