Complaints

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:09/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pick up from ***********, ******** on 8/26/2025 at a storage unit. I had already moved so the supervisor of the storage.facility handed the movers a cashiers check and a tip for the movers. The supervisor of the storage facility said it was only one guy and he left without notifying her. There was no inventory list made of the items he picked up. He also said I would have to pay more at pick up because of the cubicle footage. However on the order there is no cubic foot mentioned. Without an inventory how can I be charged more money? To be clear, swift shift moved my belongings from ******** to the same storage unit in ******** in 8/2025 so I am familiar with the process. I had the previous inventory list to reference and I had added about 7 boxes. On 9/15/25 I was contacted by the mover at noon and he stated he would be at home in two hours. I told him he was supposed to give me 24 hours notice and I was working and I had no clue when I was getting off. He told me he would come at 7pm. The mover contacted me at 5pm and told me he was sitting outside my residence. I told him I wouldnt be there until 730pm. He then had a guy he hired from the corner gas station assist him with moving my belongings. After loading my belongings into my garage I asked for the inventory sheet and he could not provide one. I told him my lawn mower and boxes were missing. He asked me for a picture. I showed him my previous inventory sheet. My important documents and sons birth records were gone. My desk is gone and a $500 dollar lawnmower. I also tipped him because they require payment before unloading the items. I called the moving company he picked up from and they said they would look to see if it was left behind and call me. I have not received a call. THIS COMPANY IS SHADY!! DO NOT USE THEM! My files and documents are gone! Also, multiple damaged items which will only be reimbursed at .60 per pound.

  Business Response

  Date: 09/26/2025

  Thank you for bringing these issues to our attention. We take your concerns very seriously and want to express our sincere regret for the frustration and inconvenience you have experienced.
  We want to address the key points you raised and clarify the policies and procedures in place:
  
  1. Pickup Process & Inventory List
  We understand the pickup from your ***********, ******** storage unit occurred on August 26, 2025, and you were not present at the time. While our standard procedure includes documenting an inventory at pickup, we sincerely apologize if this step was not properly completed in your case.
  Without a detailed inventory, we understand your concern about the assessment of additional charges related to cubic footage. Please note that charges may be based on actual space used in the truck, but we agree that in the absence of documented measurements or inventory, this should have been communicated more clearly. We are currently reviewing the drivers notes and will follow up to clarify what was recorded at the time of pickup.
  
  2. Delivery Notification & Timing
  We acknowledge your frustration regarding the lack of proper notice before delivery on September 15, 2025. Per your contract, drivers are required to provide a minimum 24-hour notice prior to arrival. A same-day notice falls short of our communication standards, and we are actively investigating this failure to follow protocol.
  
  
  3. Missing Items
  We are deeply sorry to hear that you are missing several important items, including documents, a lawn mower, and a desk. The loss of personal and sentimental belongings is unacceptable. You were right to reference your previous inventory, and we appreciate you providing that to assist us.
  
  
  4. Valuation Coverage
  We understand your frustration with the standard .60 cents per pound per item reimbursement policy. This is the federally mandated minimum liability for moves unless additional valuation coverage was purchased prior to the move. If you elected basic coverage, that default rate applies.

  Customer Answer

  Date: 10/01/2025

   
  Complaint: 23913006
  
  I am rejecting this response because:

  I have called the warehouse where my items were stored in *******, ** and have yet to receive a follow up phone call about my belongings. 
  I also have not heard from Swift Shift in reference to my belongings. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/08/2025

  We have provided the customer with the carriers information that is who she needs to contact. 

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked with swift shift for a military move explaining that things change and before we book we wanted to make sure it was refundable. We have the messages explaining that it is refundable. Well we booked and things changed then they said it wasnt refundable despite us sending our messages and feeling already lied to we had no choice but to continue the move through them. We booked with them and loaded our stuff. We checked on our stuff weekly with our first available delivery date being Sept 1st,2025. We called again on sept 11th were they said our things were being loaded that day and wed have them 3-10 business days. We called today sept 19th to check on things. They said it was being loaded Sunday. We explained no it was already loaded Thursday. They then said our first available date was Sept 10th. I explain to them no that the paper work says Sept 1st and why did someone change that? She said they have 30 days to deliver I explain to her yes but our delivery date was changed. All of our calls someone has said they will call us back and no call backs. They have changed our dates against our agreed signed paper from pickup and did so without our knowledge. Changing that date also allows them to charge us for a month of storage that we didnt need/want or ask for. We want our stuff and after now seeing reviews we see multiple customers have had issues with lying, no callbacks, money issues, not getting there things.

  Business Response

  Date: 09/26/2025

  Thank you for reaching out and for taking the time to share your experience. We understand how stressful moving can be, especially during a military relocation, and we truly regret any frustration or confusion youve experienced during this process.

  
  We would like to address several points in your message to ensure clarity and transparency:
  Delivery *****************start="666" data-end="669"> Please note that per ********************************* (***) regulations, moving companies are allowed up to 30 business days from the first available delivery date provided to complete delivery. While we do our best to deliver within estimated timeframes, exact delivery dates are not guaranteed, as noted in our contract and standard industry practice.
  First ********************************start="1073" data-end="1076"> We understand that you stated your first available delivery date was September 1st, 2025, and that the date was later changed without your consent. We sincerely apologize if there was any miscommunication regarding this change. Our team is currently reviewing your signed paperwork and call logs to understand how and why this date was updated in our system. Please know that any change to your delivery timeline should have been communicated clearly and in advance.
  Storage ****************start="1572" data-end="1575"> Regarding the storage fees: if the first available delivery date was changed in error or without your knowledge, we will thoroughly investigate this. If it is determined that storage was charged due to an internal adjustment on our part, we will work with you to resolve it appropriately.
  Refund ***************start="1887" data-end="1890"> We understand your concern regarding the refundability of your booking. If you were told in writing that your deposit was refundable and that policy was not honored, please forward the written communication to our customer support team. We will ensure it is reviewed by our billing department.
  Lack of Communication & ******************start="2227" data-end="2230"> We sincerely apologize for the lack of follow-up and inconsistent information. That is not the level of service we strive to provide. We are currently working on improving our internal communication and customer response times, and your feedback will be used constructively as part of that process.

• Initial Complaint

  Date:09/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ******* and am moving some of my things from ******* to ******* ,I called what I thought was two men and a truck and I guess they subcontracted with this company. They were nice and helpful in the beginning and then they got my money . I was basically told to book a flight to go back to ******* and that they would be here(******* )%100 no later than Sunday the 14th of September and when I called to confirm I was told they wont be here (*******)until the 16th or 17th and I explained that at their companys direction that I booked a flight for the 16th and I wont be here . I spoke with ******** ***** , who said to me oh well , Im not your therapist and I dont care about your feelings and to find someone on Angies list to give my keys to but I better have someone there to accommodate them give a STRANGER keys to my home while Im not even in the state .. he said I dont care but you better have someone there I asked for a refund and I was told there are no refunds he also told me if I didnt shut my mouth he was gonna cancel my pick up and keep my money he yelled at me he degraded me and they tricked me me ! I tried to explain that the ***resentative that I spoke to before him told me all different things as in the truck will be there %100 and that since I booked so late that I only had 24 hours to cancel then ******** ***** yelled at me that he didnt care what the other *** said . I tried to record the phone call and he kept hanging up then called me back to again be rude as yell at me that hes gonna hang up every time I try to record.

  Business Response

  Date: 09/16/2025

  Thank you for your feedback. We are genuinely sorry to hear that your experience did not align with your expectations and we understand how frustrating movingespecially long-distancecan be.
  Wed like to clarify that Swift ************************************************* is an independent moving brokerage, and while we partner with multiple carriers to fulfill moves nationwide, we are not affiliated with Two Men and a Truck. We apologize if there was any confusion about the company you were working with.
  In regard to scheduling, we strive to provide accurate pickup and delivery windows; however, all timelines are estimated due to the nature of long-distance moves, logistical constraints, and multi-customer routes. We regret any inconvenience caused by changes in the estimated pickup date, especially in relation to your travel plans.
  We take allegations of unprofessional conduct very seriously. If any member of our team spoke to you in a manner that was rude or disrespectful, we sincerely apologize. This is not in line with our customer service standards, and the matter is being reviewed internally.
  As for your request for a refund, our cancellation and refund policies are clearly outlined in the contract and were also discussed during the booking process. While we do enforce these policies, we always aim to work with customers to find reasonable solutions, especially in the case of communication issues.

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23882240
  
  I am rejecting this response because:
  When ******** ***** was degrading me , he said do you realize that by the time you booked you already lost your chance to cancel and when I tried to explain to him that ******* told me something different which was since it was so late that I had 24 hours to which he cut me off and said I dont care what the other representative told you and its not the dates . It was and IS the treatment I got from that person! ******** ***** needs to be reprimanded and or fired ! He is single handedly ruining the integrity of the business. I want a personal phone call from the person that at LEAST supervises him and as far as the refund . I didnt use your service and it is bad business for you to keep my money Especially after the way I was treated ! 
  Sincerely,
  
  ******** **********

  Business Response

  Date: 09/18/2025

  Thank you for bringing this matter to our attention. First and foremost, we want to sincerely apologize for the experience you described with our representative. Regardless of policy, no customer should ever feel disrespected or dismissed, and we take your feedback about Mr. ****** behavior very seriously. We are addressing this internally to ensure that all team members maintain the professionalism and courtesy our clients deserve.
  Regarding your refund concern, we do want to clarify that, as stated in our terms and conditions, any move booked within 5 business days is considered an expedited service. As such, the deposit becomes non-refundable due to the immediate rendering of operational resources and scheduling. This policy is in place to ensure timely execution and allocation of personnel and equipment for last-minute moves.
  We understand that you may have received conflicting information, and we deeply regret any confusion caused. We are actively reviewing the communication between our representatives to improve clarity and accountability moving forward.

  Again, we apologize for both the misunderstanding and the treatment you experienced. Your feedback is invaluable to us, and we are committed to using it to improve our service.

• Initial Complaint

  Date:09/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 3, 2025 I spoke to *** with Swift ************************************************* about my upcoming move to *******. I asked for a quote and he was happy to help. We went over a few items and totes. I explained to him that the list we discussed was not a complete list and he said that was no problem as I explained I wanted to get a 26 box truck to move everything I had and *** assured me that he was quoting exactly what I had asked for and I also made it very clear that I was moving out on an island in ******* and it was boat access only and I wanted to make sure that was not a problem for the movers and *** again said that was no problem or issue it is door to door service. He quoted me a price and I talked to my husband and we agreed, so I called *** back and went over all the details about the items we discussed was not a complete list and I wanted the whole 26 truck and that the boat access to our new home was not an issue and *** assured me everything was exactly like I asked on his quote and I had him to add Move will include service from the truck and to the destination of the property from the ********* with that I was ok. I paid a down payment of $1498.20 with a debit card. I had also sent *** numerous pics of other items and he would reply and say I have them added. 3 days before the move I tried to get ahold of *** to make sure everything was still on track and there is where everything went wrong. I could not get *** on the phone and I spoke to several women whom were not nice to me. So I asked for a refund cause they said I only rented a small portion of a truck. Needless to say I rented a U-Haul truck and done it myself. I feel like this company should reimburse me after all the lies and curse words they said to me. Please help me. Thanks **** ***** ************ *****************

  Business Response

  Date: 09/16/2025

  Thank you for your feedback. Were genuinely sorry to hear that your experience with Swift ************************************************* did not meet your expectations.
  We want to clarify a few important points:
  Your initial estimate, provided by ***, was based on the inventory discussed at the time. As with all moving estimates, the quoted price is tied directly to the volume of items listed. We understand that you mentioned additional items would be added, and our team made multiple efforts to incorporate the updates you provided, including confirming receipt of photos and noting specific delivery instructions related to the marina ******************* the reservation made was for a shared truck space, not a full 26' box truck. This was reflected in the estimate and contract documentation that was reviewed and signed. Our company does offer dedicated truck options, but this must be specified at the time of booking and comes with a different pricing structure. We apologize if there was any misunderstanding during your conversations with our representative.
  Were also disappointed to hear about your experience with our customer service team in the days leading up to your scheduled move. While we aim to provide courteous and helpful support to all customers, your feedback suggests we may have fallen short. We are reviewing the call recordings and internal communications to ensure that any unprofessional behavior is addressed appropriately.
  As your reservation was canceled outside of the cancellation window and after dispatch had been initiated, your deposit was non-refundable per the terms of your agreement

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23873667
  
  I am rejecting this response because:

  I did specify to *** I wanted a 26 box truck as I was moving a 4 bedroom house and *** knew that from the beginning and *** also knew that the inventory discussed in the beginning of the conversation was no where near the complete inventory list. *** would not get back on the phone with me after he got my deposit and he blocked my text photos of items also. 
  if I had know and been told the Truth about the truck I would have never booked with your company let alone give you my hard earned money. A guy did call a couple days before the move and he was the rudest person I have ever spoken to and he hung up on me. Then, I could not get *** and the girls that answers the phone said I was not going to talk to *** cause he could not help me. 
  so, I want a complete refund of my money cause you all lied to me and your company is no good. 
  I will not give up, I will keep getting people involved till I get my money back. 
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/17/2025

  Thank you for your continued feedback. We understand you remain dissatisfied with your experience, and we regret that you feel misled at any point during your interaction with ******************************************************** would like to address your concerns as clearly and respectfully as possible:
  Truck Size & ******************************start="500" data-end="503"> Our records show that during your initial booking, you provided an estimated inventory list, which was used to generate a quote based on the estimated cubic footagenot based on a specific truck size. While we understand you may have mentioned a preference for a 26 truck, our role as a broker is to secure a properly licensed and insured carrier to fulfill the move based on the inventory and space needed, not a specific vehicle type. It is industry standard to size moves based on volume (cubic feet), not simply by number of bedrooms or truck length, as these can vary greatly based on household contents.
  Communication with *****************************start="1158" data-end="1161"> We sincerely apologize if you felt your concerns were not properly addressed after booking. Our representatives are expected to maintain professional communication throughout the process. If you were unable to reach your booking agent, our customer service team is always available to assist, and they are trained to help with all aspects of your move. If any member of our team acted inappropriately or unprofessionally, that is absolutely not the level of service we strive to deliver, and we are taking your comments seriously as part of our internal review.
  Refund *****************start="1743" data-end="1746"> As outlined in the signed agreement, once a carrier is dispatched to secure your move, the deposit becomes non-refundable. This is clearly stated in the terms you acknowledged when booking. While we understand your frustration, the dispatch process was completed per your request to move forward, and services were initiated accordingly. We cannot issue a full refund under these circumstances.
  We are committed to transparency and improving our service. Your feedback is being reviewed internally, and we will take the appropriate steps if any employee failed to meet our standards.

• Initial Complaint

  Date:09/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arranged movers through Swift ************************************************* on 8/9/25 for a 9/6/25 move. They subcontracted with *********************************** L.L.C.I was charged a $150 stairs fee despite disclosing during my consultation that I lived on the 3rd floor with no elevator. This was not in my estimate and was a hidden ****** estimate was based on the inventory I provided. The original estimate included two dressers, but I only had one and swapped the second for a small bookcase during a 9/1 quality assurance call. The only additions were two small end tables. Despite this, my move was underestimated by nearly 200 cubic feet, resulting in $1,800 of additional charges.I initially worked with **** *********, who confirmed my final address but then stopped responding. Reliable later told me they did not have my address, as it was never updated in my file.I was told pickup normally occurred between 810 a.m., but the day prior was quoted 10 a.m.2 p.m., disrupting travel plans. Drop-off was never ************ concern is how the space for a standard one-bedroom was calculated and communicated. An hour into the day of pick up, the lead mover estimated 350 cubic feet, but this was revised upward by nearly 200 cubic feet, adding $1,800 in charges.I chose Swift Shift over Zippy Shell ($2,200 quote) because I was told pricing would be matched and service fully supported. Instead, the final bill was far higher, with hidden fees and poor communication despite promises of the opposite on their website. I notified Swift Shift the Monday after pick up requesting:1.An explanation of how final cubic footage was calculated.2.A review of whether my estimate was negligently underestimated.3.A good-faith bill adjustment honoring your no hidden fees policy.This noted the communication breakdown was being internally investigated, but I should have updated my address with customer service (not my point of contact who confirmed it), and the estimate and stairs fee were typical.

  Business Response

  Date: 09/16/2025

  Thank you for your feedback. We regret that your moving experience did not meet your expectations, and we appreciate the opportunity to respond and clarify.
  As outlined in the contract you reviewed and signed, all estimates are based on the inventory provided at the time of booking and are subject to adjustment if the actual volume differs at pickup. Inventory changes made during the quality assurance callincluding substitutions or additionscan impact the final volume and cost. In your case, the updated cubic footage was assessed on-site by the crew lead based on the actual items being moved.
  Regarding the stairs fee, this charge is clearly listed in the terms and applies to moves involving stair carries beyond a certain floor, even when disclosed in advance. It is not a hidden fee but a standard part of our pricing structure, and it's outlined in the estimate documentation provided to you before booking.
  We understand your frustration with the communication breakdown and scheduling adjustments. While we strive for consistency and responsiveness, we recognize that there was a lapse in communication, and we are addressing this internally.

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23868192

  
  I remain extremely dissatisfied with the company. A business should strive for transparency, and this entire process could and should have been clearer. If you do not intend for something to be a hidden fee, it should be disclosed up front and included in the estimatenot added later. I do not believe it is standard practice for a reputable company to apply fees of this nature after the fact without proper documentation, or rely on the fine print of the contract because their representative who went no contact and failed to do multiple aspects of their job, didnt add it.
  
  Additionally, I was told I should have known to contact customer service rather than my assigned point of contact. At no point was I instructed to do so, and this expectation placed an unfair burden on me as the customer. While I appreciate that you are reviewing your internal communication, it came at the expense of my move. If you truly want accountability, you should move to  recorded calls, which would demonstrate how unnecessarily difficult this process was.
  
  Finally, the only evidence provided for the inflated cost is the leads word that my items took 500 cubic feet. That is not sufficient evidence, especially given that it resulted in an $1,800 charge. This is not acceptable.

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

  Business Response

  Date: 09/17/2025

  Thank you for taking the time to share your feedback. We're genuinely sorry to hear that your experience did not meet your expectations, and we understand how frustrating and stressful a move can beespecially when things dont go as planned.
  We would like to address the key points you raised:
  Transparency & *****************start="498" data-end="501"> Our goal is always to provide clear and accurate estimates based on the information provided at the time of booking. As explained in your estimate and detailed in the terms of your signed agreement, the final cost is based on the actual inventory and/or space used on the truck at the time of pickup. This is standard industry practice. Additional charges were not hidden fees, but rather the result of the actual volume exceeding the estimated amount.
  We understand that you were dissatisfied with the method of verification, but its important to note that volume is assessed on-site by the ******* in charge of the pickup, who is trained to measure based on industry standards. We regret that this was not communicated to your satisfaction, and we are currently reviewing how we can better present this process to customers prior to move day.
  Communication ****************start="1376" data-end="1379"> We also acknowledge your concerns regarding your point of contact and the gap in communication. While our representatives are trained to assist throughout the booking and planning process, ongoing support is handled by our dedicated customer service team. We recognize that this distinction was not made clear in your case, and we agree that placing the burden on you to navigate internal channels was not appropriate. We are taking your feedback seriously as we improve our communication protocolsincluding the potential implementation of recorded calls for added accountability and training purposes.
  Volume Dispute & *****************start="2013" data-end="2016"> Regarding the 500 cubic feet and associated cost, we understand your concern and frustration. However, our team is required to go by the actual measurements taken at pickup. The ********* assessment is a documented and standard part of our process, and the additional cost was directly tied to the increased volume. While we understand that may feel subjective, it remains the accepted and regulated practice across the moving industry. That said, we are happy to provide you with a written breakdown or additional clarification upon request.

• Initial Complaint

  Date:09/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We reached out to this company from ********* to schedule our moving stuff from ******** to ************************** of transaction- 8/2/2025 @ 10:10 am received call from Swift *************************************************** Family" from ************. The company confirmed pick-up was scheduled for 8/4 or 8/5 I made an advance payment of $896.28 via check. They cashed the check as well but we cannot even see the receipt in their website account now.8/2/2025 @ 10:44 am welcome email received from Swift ************************************************** In the email by the employee of Swift ************************************************** it is clearly mentioned, " You will receive a call ***** hours PRIOR to your move with your pickup eta" This is mentioned again in the paragraph under Pick-up Dates This implies that; I should receive a call by the dispatch team on 8/3/25 to give us pick-up eta for 8/4/2025. We did Not get any call. 24 hours gone. On 8/4/2025 we still did not get any call from the dispatch team to give us pick-up eta for 8/5/2025. 48 hours gone.On 8/5/2025- we had to cancel because there was NO email No Phone Call from Swift ************************************************* about the status of pickup. It is the lack of communication that forced us to cancel. -Amount I paid & nature of dispute-$896.28. They are refusing to refund the advance money amounting to $896.28. Per them, I canceled with in the 2 day window. However 48 hours were finished when I canceled.They will not let me see the contract. Can't see the receipt either.During the first call, they misled us to believe that they are a moving company but actually they are Brokers. - Swift ************************************************* company spoke very rudely and is refusing to pay back my advance. Attached to this, is communication from me to the Swift ************************************************* Being a broker- they take advantage of people like us who are in a ***** situation, Swift ************************************************* committed to service which they couldn't fulfill and ghosted on us. They couldn't arrange the move so did not reply any of our calls. Hence we had to cancel.

  Business Response

  Date: 09/06/2025

  Our team attempted to pick this customer up and offered options, the customer cancelled within their pickup window not allowing us to fulfill the move. 

• Initial Complaint

  Date:08/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was solicited for a planned move. The phone agent was very high pressure which should have been a red flag. He asked if I was seeking other estimates. He then proceeded to tell me why I shouldnt ever use a broker. Stating they werent one. You see have seen our trucks all around on the highway (different company). Both of these were statements were false. He sent me an estimate which I agreed to and signed. But there was a second thing to sign about cancellation in 48 hours. Which I did not sign because dates could change and the deal on the house could fall through. He assured me if that was the case I would get a full refund and sent me a text stating that. After further research I found that I had been lied to and cancelled the next day asking for a refund. Then the deal fell through so move had to be cancelled anyway. Now they are saying that per contract 9which I didnt think I ever finish) they sent it to that actual moving company so no would be given. I didnt matter what their agent said on the phone or texted me. The links they sent me to sign so I could review all the fine print are gone so I can no longer even access them.. the only thing I can see is the estimate and that has a line with binding estimate $500. I was charged $1055 deposit

  Business Response

  Date: 09/03/2025

  We do apologize about this. Our contract is not fine print and legible to read. The move was booked and a carrier was assigned immediately to the move, our contract has free date changes unless made within 5 days of a rescheduled date. Unfortunately the deposit is non refundable due to carrier being assigned to the customers move. 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23812439
  
  I am rejecting this response because: assigning is a nebulous term. There is no documentation that this was ever actually accepted by the carrier or that any expense was incurred by either party. And again the sales agent said I would get a full refund if the deal fell through which it did
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/06/2025

  We spoke to this customer and provided all necessary information he even spoke to the carrier team as well, when the customer cancels their move the file is cancelled and most movers delete from their system. 

• Initial Complaint

  Date:08/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Swift ************************************************** a moving broker in *******, to move my belongings from *********, ******** to ********. I paid a $2930 deposit by personal checks, which the company required me to photograph (front and back) and text in - an unusual and insecure payment method.The contract required pickup within a two-day window, (Tuesday and Wednesday) prior to my home closing. Swift Shift scheduled pickup for Wednesday between 11:00 a.m. and 3:00 p.m., but later claimed the truck broke down. The driver then said he would not arrive until 9:00 p.m. Wednesday, would only work briefly, and would return Thursday morning - after my scheduled closing. This violated the agreement and left me unable to trust their services.I hired local movers who completed the job correctly and on time. When I canceled with Swift Shift due to their failure to perform, they refused to refund my $2930 deposit. I am requesting a full refund of this deposit.

  Business Response

  Date: 09/03/2025

  We do apologize about this. Our team was a bit delayed but attempted twice to pick the customers items up and reschedule the pick up. Customer refused services on 08/13 which is within her pick up window. Cancellation at that time forfeits the deposit per the contract signed by the customer. 

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23800505
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/06/2025

  We do apologize, our team provided the services as stated in the contract and services were refused by you as the customer outside of the cancellation window. 

  Customer Answer

  Date: 09/09/2025

  They offered to show up at 9 pm and finish the job the following day. We had a contract to have the move completed on August 13th. They absolutely did not intend to have the job completed on the 13th if they dont even show up till 9 pm on the final day of the contract. They give a 48 hour cancellation window. I scheduled this move a month in advance. If they cant have the job completed on August 13th, they were in breach of contract.

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23800505
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/04/2025

  Type:Customer Service 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 can see from other complaints that mine will not be much different. I was contacted by a ***** ********, claiming to be with Swift ************************************************** He tells me he can give me this discount and that and will honor any price match. He quotes me $2100 for my move, and claims that he is not a broker. That all these other people contacting me are brokers and he will take care of anything, not surprises on price come day of move. Bold-faced lies!!! Come day of move... SURPRISE! Mover requests me to pay an extra $780 for my move because actually ***** has no idea what he is talking about and mis-quoted me the cubic square footage. I called the company while the mover was there and basic was told to just deal with it. They claim they did all they needed to do, and now it's my problem. This company is a complete scam. Do not ever trust them. If you are ever contacted by Swift ************************************************* RUN THE OTHER WAY. This company is only a brokerage and care absolutely none about the customer.

  Business Response

  Date: 08/19/2025

  We do apologize about this. Our contracts do state we are a moving broker and are here to coordinate your move and assign a license and insured carrier. Our contracts are subject to changes based on extra services required. 

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23699189
  
  I am rejecting this response because:

  The representative who booked my move lied to me. He stated he was *not* a broker and that he worked directly with Swift Move. That Swift Move was the company doing the move. He also stated that because he was a manager, he would give me a 'special rate.' He lied through and through when all along, we was a broker, and was mis-quoting me for my move. I ended up paying well over the quoted price. I believe these lies and deceits should not be allowed to go on further, and I feel Swift Shift should pay the difference I paid due to their lying schemes.

  
  Sincerely,
  
  *** Jarjusey

  Business Response

  Date: 09/03/2025

  We do apologize about this, our team is responsible for arranging your move as the paperwork states. Please email us at ***************************************************************************************** to provide further information. 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23699189
  
  I am rejecting this response because:

  I called on the day of the move for assistance and your "care" team told me tough-luck. I have tried to work with you in the past about this issue, and have no had to resort to the BBB because your "team" refused to help me when I reached out directly. If your company cares about your customers, and the false promises your staff have made on your company's behalf, not to mention all of the LIES they tell just to get the deal under contract, than YOUR company should be reaching out to ME. It is YOUR issue to resolve. I have been lied to and taken advantage of by your company and I believe you owe me the $750 difference I had to pay to get my stuff moved. That was not contracted, and I was LIED to every step of the way just to get me under contract. This is something you should be fixing on your company's behalf.
  
  Sincerely,
  
  *** Jarjusey

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible business, please do not engage with them. Do yourself a favor and run in the opposite direction!!! So many things are wrong with their business practices. The first *** that called me (knowingly) severely under quoted the initial quote, upon promising me that a branded truck would show up on move date with uniformed workers only for this to not be the case. The workers that should up were obviously hired help (speaking little to no English) and pulled up in an Enterprise truck. On top of that, what I was actually charged was multiples above what I was quoted. I ***eatedly called the *** back and to my surprise I wasn't able to reach him. When I called the general line and asked to speak to the *** I was told he was let go. This made me think he basically said whatever to get the sale. Even worse, when I spoke with the company and asked when my belongings would be delivered they gave me a window of roughly three weeks after my arrival date at my new address. Keep in mind that I spoke to this company about four weeks prior to my move and essentially told them pick up my things as far in advance as you need to, I just need my things as close to when I arrive. Their response was basically they can't be held responsible for what the now-departed employee stated on that first call. Honestly, had I been told these things from the jump, I would not have transacted with the company.Outside of that, the actual moving company they hired (because no matter they say, YES THEY ARE A BROKER) couldn't have been more ill equipped. The driver frequently got his delivery dates messed up, was extremely rude, and was an absolute nightmare to communicate with. To make matters worst, the company told me basically to take the high road when I asked if there's anything they can do to meet me, a paying customer, somewhat in the middle. It felt like I continuously was the one who exhibited professionalism and grace whereas they were the ones who gave me their rear end to kiss.

  Business Response

  Date: 08/19/2025

  We do apologize about this experience, we are looking into this further on our end. At this time there is no discounts or refunds applicable from our end. 

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23686519
  
  I am rejecting this response because a representative from the business specifically made it his mission to indicate to me, several times, that the company is not a broker when in fact they are. Had I known this I would have gone with another competitor. I was misled from the onset. The business' quality of work and respect for their customers is as unprofessional as can be.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 09/03/2025

  We do apologize about this, our team is in charge of arranging and assigning a licensed insured carrier per the contract.