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:07/20/2025

  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.

  ************************************************* is a moving broker that assigned my interstate move from ******** to ***** on June 11, 2025 to Midvan Lines a company with a known track record of federal complaints, consumer abuse, and safety issues. As a result, nearly all of my belongings were damaged, mold-infested, or destroyed due to gross mishandling and negligent storage.Details:I hired *************************************************, who misrepresented themselves as the mover, when in fact they brokered the move to Midlvan Lines without disclosure and without doing basic due diligence. They knowingly chose a carrier with existing ***** complaints and federal red flags. That is a serious violation of broker responsibilities under federal law (49 CFR 371).When my items arrived:Most were damaged or ruined Several were covered in mold They had clearly been stored or transported in unsanitary, unsafe conditions This wasnt accidental this was pure negligence I made multiple attempts to contact *************************************************. I was told the person handling my case was "no longer with the company" and was directed into a slow, unresponsive insurance process with no accountability, no apology, and no urgency.I sent letters and emails none were answered. The company has since ghosted me completely.Actions Ive Taken:Filed complaints with the Attorneys General of *******, *****, and ******** Filed a federal complaint with ***** Disputed the credit card charge for breach of contract and service failure Desired Outcome:This is not just about money this is about ************************************************* betraying their federal responsibilities and destroying my property.I demand:A full refund Compensation for the damaged/molded belongings A public explanation of how this was allowed to happen That ************************************************* be held accountable for abusing their broker role and harming consumers ************************************************* enabled this disaster, then walked away from it. They shouldnt be allowed to treat other families the same way.

  Business Response

  Date: 07/21/2025

  Our team has provided adequate information to this customer  in regards to the damages to his items. He was provided with the claims information and customer never provided accurate photos matching his verbal description of the items. 

• Initial Complaint

  Date:07/19/2025

  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.

  DO NOT USE THIS COMPANY! THEY ARE A BROKER, and I am filing this complaint, because they are fraudulent. After describing a previous bad experience with movers, ***** from Swift Shift assured me that this business is run properly. Well, turns out (not so shockingly) that this broker business is not. Before signing the moving estimate, ***** assured me that the deposit was refundable within 48 hours, something he repeated several times after my mother joined the call (she was putting down the deposit). After I signed it was when I received the cancellation policy that says the deposit is refundable if canceled within 48 hours. What they didnt tell us was that they will immediately assign a carrier for this move after they collect your money, which apparently makes the deposit nonrefundable, something that was not communicated to us.When we tried to address this with the company, the manager that both my mother and I spoke with, ******, was rude and did not care that the deposit came out of my parents joint account, both of whom are retired. ***** has also suddenly disappeared.Protect yourself and stay away.

  Business Response

  Date: 07/21/2025

  We do apologize about your experience, unfortunately per the contract and cancellation policy, once our carrier is assigned to the move the deposit is non refundable.  

• Initial Complaint

  Date:07/14/2025

  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.

  We were quoted a delivery estimation of 7-10 days from the sales person. This is the entire reason we signed this contract, as we are moving nearly 2k miles cross country and involved the selling of our home and transport of two animals (including a dog whos let was just amputated). As you can imagine; there were a lot of logistical considerations. We were incredibly happy with the process of packing our old house; despite the fact that the process went up 30% due to a poor virtual misquote. Subsequently; we provided the delivery date that we would be available to receive our belongings in our new location. We were surprised to learn that this is the date that they begin calculating the movement of the goods, not the pickup date. Therefore; they wouldnt even considering the multi day trip for days after our move. That was ok; even though we intended this based on planning around the 7-10 day window. We called later and were told the fine print states that it could take up to 21 business days from first available delivery date to receive our goods. On subsequent follow **** we received notification by email that they actually had 30 business days legally to deliver the goods. At this point, we have been living on an air mattress without access to our belongings for nearly 3 weeks with no expected delivery date. We packed conservatively for two weeks; but are now running out of supplies including pet medications. The lack of communication and lack of transparency from the business is unprofessional and I would never wish this experience on anyone.

  Business Response

  Date: 07/15/2025

  We have explained all of the extra charges to the customer as well as how the delivery process works. They were ready for delivery as of 07/05 and the movers have up to 21 business days to deliver, they are well within the legal delivery window. 

• Initial Complaint

  Date:06/29/2025

  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 worked with *** to facilitate this move. Only after being promised the swift time frame did we realize we made a MASSIVE mistake. This company will take whatever you quote the broker and double it. If you challenge it, they will make sure your things sit in a warehouse for weeks. The people you're meant to be in contact with won't contact you, and you won't get an update unless you prompt for one daily until the day of delivery. **** ****** from customer service? Someone give the guy a raise. He was my only source of sanity through this process - kind, helpful, responsive. Dispatcher Talya? The opposite. Rude, refused to answer unless it was a question regarding payment and sometimes not even then. I got to the point of calling **** just to get an answer from *****. I hope Swift Shift sends her on her merry way after giving exactly NO care for her customers despite initial pretending. Ridiculous costs even after ''discounts" due to our experience and the multiple, multiple weeks it took to get our things delivered. Just don't. Don't, for your sanity.

  Business Response

  Date: 07/03/2025

  We have spoken to this customer many times, he was only charged for a little bit more space that his items used instead of the entire space he should have been charged for. They had more items which the contract states the price can change. 

• Initial Complaint

  Date:06/28/2025

  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.

  On May 12, 2025 I was contacted by a sales/customer specialist from ************************************************************************ in offering a full-service moving company to handle my cross-country move. I explained that I wanted to load up a truck on either June 8 or 9th with the expectation that it would be delivered by the following week. This was practically guaranteed to me. What I did not realize is that the site and the salesperson did not explain the entire process and what Swift Shift actually does. I was given a quote of $3400 for the entire move, but what I was actually being quoted for was for a service that books a separate company to do the work. Nowhere in any disclosure is there any clear language that explains that you are really only paying a "broker fee". The estimate is called a "moving estimate".After going through a final inventory list of what was being moved and knowing I was moving from a 3 bd-2 story home, their "computer" under-estimated the amount of space I would be using on the moving truck. On the 9th, I'm told I would need nearly 600 cubic feet more of space than what was estimated. This was when I learned that it was outsourced and that Swift Shift is only a broker not a moving company. At this point, I'm on an airplane in 6 days with my two young kids! I agree to pay for the extra space. In fact, I was told I'd only have to pay for the extra space and fuel costs. Once everything was loaded (6 hours later) I was handed a contract giving the company 30 days to deliver and was even told it typically only takes 7-10 days so I initial the contract. It is now June 28th. I have yet to receive delivery, nor has the truck left ****** yet and received no notification that even though the truck was assigned on Monday the 23rd (to be delivered within 5 days) the truck broke down and never left. This will now cost me nearly $9000 and the service hasn't been completed. Swift Shift nor their partnering company will accept any responsibility to any of the actions.

  Business Response

  Date: 07/01/2025

  We do apologize about your experience. Our contract does state that the price is estimated and is subject to change, based on any additional moving services required. The delivery is also not guaranteed, it is based on the mileage and the customers availability. The customer has not contacted our office since 06/18. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23532230
  
  I am rejecting this response because:
  It is your responsibility as the broker company to hire a reputable company that can complete the transaction.  You cannot just pass the **** and say you wash your hands from this once its passed along to the company you hired.  I was not given the choice on which moving company to use.  You chose it for me.

  You say you cannot guarantee delivery but it is your companies business to make sure the job gets done.

  I tried contacting the office this past weekend (6/29) but no one picked up the phone.  In fact, I was hung up on twice the last time I called on 6/20 (when I realized the moving company hasnt left the facility) I was told to just be patient and to not call again.  

  in regards to estimates are not guaranteed please note that that may be an acceptable phrase if the estimate hadnt been off by nearly 500 cubic feet which the human eye would have easily estimated better than your computer.  Also, this certainly cannot hold water when this happens in the day the truck is supposed to get loaded and your customers are days away from moving.  At that point you leave the customer with very little choice but to accept the circumstance. 
  

  This business, their actions, and their unprofessional attitude should not be protected by fine print that is presented to the customer at the 11th hour.

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

  Business Response

  Date: 07/03/2025

  We do apologize, we work with a small group of teams across the country who we thoroughly review. Our movers charge based on space , items stairs, packing and anything that requires additional services will be an extra fee. Our team has no missed calls from your file, the last time we have spoken to this customer was 06/18

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23532230
  
  I am rejecting this response because:
  1) It is your business to make sure that there is follow through within the companies that you allocate for your clients.  This cannot just be brushed off.  

  2) Since the pricing and estimates begin with your company accuracy and clarity are essential.  Your quote (based on my inventory list & YOUR ESTIMATES) wound up doubling due to actions that happened on the day that the truck was being loaded.  You cannot just pass along the blame to the company that you assigned to my move.  It is understood that you are only providing an estimate, but it's also an estimate in-good faith.  That did not happen here.  Your estimate was off and my pricing increased by over $4000.  That is not good faith or good business approach.

  3) The photo provided in this response shows I tried to call on 6/28 and my call was ignored.

  4) I will emphasize that in additional to the additional costs, as of 7/3 I have not received my delivery.  You were my initial contact, you allocated the moving company... that is what I paid for... as such I also have paid for follow through.  I will be filing a complaint with ************** ** (whom you sent to do the job) as well since their communication has been lack luster and they have not as of yet allocated a functional truck to deliver.

  5) As much as this is incredibly unethical practices, also take into account that there have been additional expenses made because delivery has not happened, such as buying essential furniture, beds, wi-fi gateways and more because I can't ask my children to sleep on the floor, sit on the floor or not do their assigned school work and telehealth sessions. 

  I appreciate the apology, but there should be compensation for being the broker company that assigned LV to follow through with the delivery.  ************ should have an invested interest in how these companies are doing.  There has been absolutely no weather or season reason for the delivery not to have happened already (which is why the 30 day guarantee is in the small-fine print).  And finally, the fine-print showing this 30-day guarantee, I continue to argue is not disclosed to the consumer until the truck has been loaded up and ready to leave from the pickup address.  

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

• Initial Complaint

  Date:06/17/2025

  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 was quoted $2473.27 to move my one bedroom apartment from east coast to the midwest. My contract lists that I can have 25 large boxes and still be under my estimated 346 cubic feet. The sales *** at Swift Shift Lanes named ******* assured me that as long as I did not add anything to my itemized list, the price would not change. Fast forward to pickup day, *********************************** tells me its actually ***** cubic feet. And because my contract mentions Your price may change based on the agreed upon rate per pound and/or cubic feet if you add any additional items, if your items utilize any additional space and/or should your move require any additional services I was forced to pay an additional ~***** on the spot. With a new total of $4,938.83 (on the new contract) or $3788.78 if I actually count up what has been paid and what is still owed. Come to find out it says ***** cubic feet on one form and 546 cubic feet on another. So we are charged for 546 when upon glancing at my apartment they deemed it to be ***** cubic feet. How did they determine this based on a single glance? Why did they not put everything in the truck and then see if it fits as they thought? This is a scam. My itemized list did not change. Based on similar complaints, I now see they simply dont care. Ive spent two weeks trying to contact my *** at Swift Shift Lanes and have gotten zero response back. They are rude on the phone and completely dismiss my concerns. My stuff was set to arrive today and after an hour past the latest anticipated time I finally called and found out the truck broke down. That is completely understandable, but instead of reaching out to let me know I had to be the one to initiate the call when I took the day off work for this.

  Business Response

  Date: 06/18/2025

  to whom it may concern, the customer provided an estimated list and our team provided the estimated cubic feet per the system. The contract does state if the items require any additional space the price is subject to change. The customer was charged accordingly, we have spoken to the customer many times she only wants to speak to the original representative and wouldnt speak to our customer service team. 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23482847
  
  I am rejecting this response because:
  

  That is simply not true. I tried to talk to another ***resentative, in which I was told someone from *********************************** would contact me. I was never contacted. I was also told my *** from Swift Shift Lanes would contact me which also never happened. 

  Based on other complaints, no matter what I say the business will continue to dismiss my concerns. 

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

  Business Response

  Date: 07/01/2025

  We have provided all updates that our team has to the customer.

• Initial Complaint

  Date:06/06/2025

  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 am addressing several concerns regarding my recent moving experience with Swift Shift and to request a refund of my $904.92 deposit.On February 11, 2025, I made a deposit of $904.92 for my scheduled move on May 29, 2025. I coordinated with **** ******, who assured me that if my items were picked up on May 29, they would be delivered by May 31, 2025. Based on this assurance, I planned accordingly and kept only essential items with me for myself and my child, expecting a short two-day turnaround.However, when the movers arrived, I was informed that the delivery timeline had changed to 5-14 business days, with the delivery window starting on June 2, 2025. This was not communicated to me prior to pickup and significantly disrupted my plans.Additionally, I was originally quoted $2,591.25 after completing the inventory. However, once the movers had loaded my items, I was informed the total cost would be $3,032.67 - an unexpected and unexplained increase of over $500.I reached out to Swift Shift for assistance, but I was told to contact the movers directly. Swift Shift has not taken any meaningful steps to help resolve the issue, and I feel that once my deposit was collected, I was left to deal with these problems on my own.Given the miscommunication, unfulfilled promises, lack of support, and significant delay in the delivery of my belongings, I am requesting a full refund of my $904.92 deposit.I would appreciate a prompt response and resolution to this matter.

  Business Response

  Date: 06/07/2025

  We do apologize about the experience, our contract states that we do not guarantee delivery dates, the movers provide an estimated window for delivery. In regards to additional charges the price is subject to change based on any additional requirements at the time of pick up. Our team has provided everything our contract states. 

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23434388
  
  I am rejecting this response because:
  Once the movers had possession of my items, I was told there was nothing your team could do to assist. This was extremely frustrating, especially after being assured ,via text, that delivery would occur two days after pickup. At no point was I informed that delays of this length were possible.
  
  It has now been nine days with no confirmed delivery date. Given the lack of support and failure to meet the promised timeline, I am requesting a partial refund for the inconvenience and unmet expectations.
  

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

  Business Response

  Date: 06/17/2025

  We never let the customer know there was nothing we could do, we have provided updates as best as possible to the customer with information we are receiving from the carrier who has the household items. 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23434388
  
  I am rejecting this response because:
  I have to disagree. Once my items were in the possession of the movers, I was repeatedly told there was nothing your team could do and that I needed to speak directly with the carrier. While I understand you may have shared updates when available, they were often vague, delayed, or simply restated what I already knew. From my perspective, it felt like I was left to manage everything on my own with little to no active support from your team.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/05/2025

  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.

  Better Business complaint about Swift ****************************************************** of Transaction: May 29, 2025. Paid $1265 deposit.They promised to move me on October 21 from ****** to ***********, **. The total estimated contract price was $3927. Later that same day, I canceled the contract by sending an email to customer support and ******* ******, the employee who assisted me with the contract.I sent the email at 7:09 PM and received a call from ******* the next morning at 9 AM. He said the payment process couldn't be stopped on Friday, May 30, and I should call back on Monday to arrange for the return of my deposit. On Monday, June 2, I tried to reach *******, but he didn't answer. **************** informed me they would only communicate via email.Later that day, I received an email stating that since they had already contacted a carrier for my move, this constituted services rendered, making my deposit non-refundable. Despite multiple attempts, I couldn't reach anyone in ********* is hard to believe they contacted a carrier five months before my scheduled move.

  Business Response

  Date: 06/06/2025

  Per the contract, once our team assigns a licensed and insured carrier the deposit becomes non refundable. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23432003
  
  I am rejecting this response for the following reasons: I canceled within 24 hours, which is within the 48-hour requirement outlined in the cancellation policy. My move was not scheduled until October, and it seems unreasonable that a carrier would be scheduled so far in advance. Furthermore,I have no evidence that a carrier was ever contactedonly your assurance. You also informed me the next day that my deposit would be refunded. Please provide the carrier's information so I can contact them directly to verify the scheduled pickup. 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/11/2025

  Our team was hired to assign a carrier to the move to provide services, we assign a carrier immediately to every move no matter what the date is, as that is what we are being hired to do.

• Initial Complaint

  Date:06/05/2025

  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.

  Date of transaction May 1, 2025 fo $1,027 The business was committed to complete the move from ********* ** to ********** . The day of the scheduled move, movers used high pressure tactics to upcharge me more than doubled the original quote and upon agreement of the charges declined to complete the move. After declining to complete the move they refuse to issue me a refund of $1,027. Manager hung up on me and I have not received an email back from the company upon request of refund.

  Business Response

  Date: 06/06/2025

  The customer had more items and space required at the time of pick up, per the contract the price is subject to change. The customer refused services at the time of pick up that will forfeit the deposit. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23430934
  
  I am rejecting this response because: I have a video recording of me accepting the additional changers. The movers are the one who breached the contract and refused to complete the move. Therefore I am owed the refund. 
  
  Sincerely,
  
  Zi Universe

  Business Response

  Date: 06/07/2025

  The movers have confirmation that they came back to the location after confirming you were moving forward, once the movers arrived back to the location they felt extremely threatened and were told that you were not willing to pay the extra charges. 

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23430934
  
  I am rejecting this response because: 

  The statement made by the movers is false due to they never returning and speaking to me after saying they needed food and water. My response was even giving them near by locations to eat. I even spoke to them about making the payment to which they stated the manager would send the information to make the payment. Although I was crying, No threats were made. The manager was contacted multiple times for I never received the payment information with the new charges and they never returning. I have witnesses who were on the FaceTime during these interactions with both movers and manager.

  Sincerely,
  
  Zi Universe

• Initial Complaint

  Date:06/03/2025

  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 hired Swift Movers to move me. The movers did not pack items as agreed and damaged many goods. I sent them photos of the items and I was never provided their insurance company name or the forms. I also was unable to contact them the day of the move and arrange for pay as agreed. Instead, the movers, all of whom offered that they were convicted felons demanded a check. I was frightened and gave them a check out of an old account when no one answered the phone at Swift movers. I was finally able to obtain the actual owners name and phone number, he agreed to have me pay half the amount, I told him that is not the issue, I need my broken and damaged items covered. After that I received numerous harassing phone calls from a woman claiming to be the CEO of the company. Something is not right about this entire situation. After reading over previous *** complaints and speaking with those in the profession, it is of my opinion that this needs to be looked into. Swift Movers is now attempting to further prosecute me and I will not be bullied.

  Business Response

  Date: 06/06/2025

  We are unable to find any information with this name , email or phone number attached. This complaint may be for the wrong company.