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:06/20/2024

  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 contracted Swift Shift Moving to help me relocate from ******** to ******** roughly a month and one week prior to my move. I gave them a general estimate of my inventory, they quoted me a little over $1900 with a $500 deposit. We confirmed, I paid, and thenweek before my move, we had a follow up where I sent a complete box count (including size) and any additional furniture (including pictures to help with size and dimensions). My price went up (I knew it wpuld). I paid the additionally $551 deposit and was told I would need to pay $970 at pick-up and at drop off. June 3rd the contracted movers arrive and begin packing. They claim my desk, piesafe and small TV wood table are not what I inventories, despite me showing the email and the pictures to them. They said I owed an additional $860 that day. Ridiculous. But I had no choice as they already had all my belongings. Having only 1 money order for them, they said they take ZELLE. After typing in their info, I asked if it looked right. He confirmed. The money then was erroneously sent to Swift Shift instead of the contacted movers. The mistake was realized pretty quickly--Swift called me and said they needed to issue me a refund and it may take a few days. So we had to pay ANOTHER $860 to the movers (over $1900 more that day than expected). Since that day, I have spoken to *********************** at the company nearly every day who continues to tell me that the owner is on vacation, they haven't talked to the accountant yet, for the refund, they just haven't gotten to it, etc. It has now been 17 days without a refund and they have stopped answering my messages. Additionally, they did admit that the additional $860 was money owed to them from the movers, not me. So it should be refunded. But I have no refund, no answer, and no want to pay my rent at this point.

  Business Response

  Date: 07/05/2024

  We are unable to find a file in our system with this customers name email or phone number. Please provide valid customer information so we can address this appropriately. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21878663
  
  I am rejecting this response:

  1. It is now 35 days without a refund.

  2. The company stopped responding to my inquires and update requests as of June 18th, despite my daily polite requests. I was cordial and kidney, even cracking jokes to *************************** daily. Additionally, phone calls would often lead to "he's not here right now but we will have him call you back as soon as he is in" or "oh, I'll call the * department and get that update for you and call you back within the hour" and then we would hear nothing. 

  3. The 3 items in question that supposedly cost an extra $870+ on the bill of lading were in fact smaller in cubic feet than what the inventory estimate listed in total. There is no LEGAL way for them to have calculated it. Additionally, having PCS'd with as an army veteran before, I am well aware of what my furniture is, what it weighs, and what is needed to move it. NOT only did they have a full and compete inventory, including box sizes and dimensions and count, they also had pictures of these items to scale with the boxes. There is absolutely no reason to claim it would cost more money or more space than what I was quoted on my second updated inventory. 

  3. Upon finally getting ahold of *************************** on Criday, July 5th--our first contact with the company after constant attempts since June 18th--he was belligerent, disrespectful, and refused to let me speak. He accused me of filing a claim with the bank causing him problems with submitting a refund like I wanted and that if I wanted my money back, I was going to have to call my bank and a lawyer. However, I didn't file any complaints with my bank until after that call. Additionally, I didn't file this BBB complaint, my State Attorney General complaint, or my ********************* Services complaint until after they remained  unresponsive for several weeks. I even gave them several opportunities to stop the process, stating that of I couldn't get an update--just an upsate--on a refund, then I would have no choice but to start the complaint process.

  4. To date, to move a 1 bedroom 750 square foot apartment from ** to **, it has cost me over $4500 because of Swift Shift Moving. LLC. This is absolutely criminal and absolutely should be rectified. I demand my two payments of $870 returned. That still gives each moving company their full payment, and Swift their FULL payment.

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

  Business Response

  Date: 07/16/2024

  We are unsure of what this customer is speaking of, we need a proper job number or name on file to answer this appropriately. 

• Initial Complaint

  Date:06/11/2024

  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.

  Move was scheduled for June 11th, 2024. This company was to provide a full service move which included packing, shipping, and unpacking all household goods to the delivery address. The move was from a *********** to **************** CO. *********** intentionally did not include all household goods in the inventory list. This enabled them to lower the estimated moving cost upon quoting the move. Then when the movers arrived (which was a subcontracted company ********************************* the price for the move was then increased by about 75%. Literally a $2100 increase from the original price quoted. This was accomplished by not including labor/material cost in addition to the move. Specifically, Swift Shift Van Lines did not include the bed box springs, boxes needed, labor charges, and other things from the quoted price. When I called to speak with the company regarding these hidden fees, they stated you signed the contract with the inventory, if you didnt not check to see that those items were missing, then that is on you. Ultimately this company is seeking to undercut other competitors by having over 75% of the moving cost as hidden fees that will not be noticed until the day of moving. My move is not even complete which also suggests there is potential for additional costs being identified upon arrival of the delivery.

  Business Response

  Date: 06/13/2024

  The customers contract did not include the full packing service, it included $25 of packing and the customer had more items and extra services required which is why the price increased. As the contract states price is subject to change. The customer has numerous chances to go over the inventory list and did not add or change or question any items listed, that is not intentionally leaving any items off the list. Customer was charged accordingly. Our contract states what charges can arise on delivery. 

• Initial Complaint

  Date:06/09/2024

  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 received a call for a moving quote on May 14 2024. The guy i spoke to was named *************************** worked for Swift ******************************** ***** asked me to give an accurate list of items id like to move. I proceed to tell him and for some things he tells me its fine dont worry about it. At the end of the call i get a quote for 2100 and i had to pay 996$ while he was on the phone. I paid and set the move date for the truck to come on June 3rd. They came june 4th wothout giving me a 24h notice like they would. Once the truck guys game june 4th the guy looks around and says i have too much stuff and the new estimate is now 3800$. I tell the guy i spoke with ***** and some of the things i mentioned to him he said its fine dont worry and didnt add to list after i explicitly told him what i had. The moving guy then proceeds to tell me i have to call the company because he wont take my things. Once i call the swift shift van lines i spoke with another person ***** i Believe. I explain to her how i spoke with ***** and he didnt add these things and he just said its fine. There i find out ***** NO longer works for the company and that either i pay more or they will only take half my things. And she said i wont get a refund. I count afford the new estimate due to ***** not doin his job right and the moving guys left and i didnt get my money. ***** who no longger works there gave me misleading info and set me up to fail. The company showed up a day late with no Communication. I emailed them with no reply. I want my money back for services that were not used.

  Business Response

  Date: 06/13/2024

  Customer signed a contract with a TWO day pick up window of 06/03-06/04 , the move can happen either one of those days. Customer spoke to our office on 06/03 when we notified him of his pick up on 06/04/2024 which he agreed to. 

   

  The movers arrived on site to the customers location and he had more items to be moved and additional services required which changed his price. Customer refused the services on site which forfeits the deposit. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21825368
  
  I am rejecting this response because:
  
  I was not notified ***** hours prior to the 6-3-2024. Thats is a fact. The truck could have came on the 3rd or 4th but I was not notified. 
  

  i called the morning of the 3rd after many failed phone email attempts on the 2nd after i was all packed up that the truck will show up sometime tomorrow on the 4th.
  

  The guys that showed up counted small one handed size box the same as a large 2 handed box and complained i had more boxes. 
  

  ***** the guy that i talked to on the phone that setup the contract asked me about the things i had and when i told him things like i have a bike he said in his own words dont worry about it. When i told him i have a large TV he did not specify how many inches it was or that there was a limit. Your guy didnt do his job.  
  

  when i the movers came they quoted me nearly 4 thousand. Thats 2 times my original price. 
  

  i didnt lie or give inaccurate statements. Your broker ******************** to get everything when i Specific Told him about everything I had. 
   
  Sincerely,
  
  **********

  Business Response

  Date: 07/05/2024

  The movers arrived on site on 06/04/2024 which was within the customers pick up window, the movers arrived and the customer had extra services to be rendered and did not want to pay accordingly. Per the contract refusal of services at the time of pick up forfeits the deposit.  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21825368
  
  I am rejecting this response because:

  When the movers showed up. I was being asked to pay an extra 4k for my things when the contract i signed for was 2k and i paid about 1k up front. 
  

  I provided an accurate list of things before hand to the agent that no longer works there. 
  

  i feel scammed because i told the agent everything i had to move and he provided me with answers like dont worry thats fine when i would ask or provide him with answers.

  As far as the window for pickup, Im not stating it was not within the pickup time.  What i am dissatisfied with is that i called dozens of times to know when the truck was coming 6/3 or 6/4 but due to no communitarian before hand on YOUR guys end. I was all packed and ready to go on 6/3. Just to call you guys again tediously on 6/3 to find out the truck wont come until 6/4.  Your policy states you will reach out YOURSELF to let me know but you never did. 
  

  I want my refund  

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

  Business Response

  Date: 07/16/2024

  Customer had more items to be moved , he did not follow the proper packing protocol for his items, there were things in garbage bags which the *** does not allow on moving trucks. Customer refused service therefore the deposit is non refundable.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21825368
  
  I am rejecting this response because:
  
  i had a few bags of cloths. I was never told ahead of time that bags where not allowed. I also told the movers to not worry about the bags I could take care of them separately.  
  

  As far as me having more things, the mover would pick up a shoe box and say its not on the list of supplies to move and added it as extra boxes.  
  

  Your mover tried to get me to pay 4k instead of the 2k we agreed on. All because of the guy yal fired couldn't do his job properly.  
  

  i did the best best to accommodate the movers but they just wanted to scam me and have me pay more.
  

  Yall have reviews with others with the same complaint.  

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

• Initial Complaint

  Date:05/22/2024

  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.

  Im moving from ********** ********** to ********* ******. So I called Swift moving company. ******* from Swift gave me a quote of $28 thousand after I listed all the items I needed picked up and delivered. I gave him a deposit of $833.00. Then a few days later I realized that I had other items to be added to the list. I told them to cancel my 2 large area rugs and add 4 more boxes and 7 picture frames. ****** charged me an additional $500 dollars deposit. Telling me its better to pay them up front because the movers will charge much more for more room. When the movers got there, they refused to move any items out the way to get to the items I had on the list. We moved the items but the mover said that what I have on the list will not fit in the space I not only paid for once but for extra space. He said I only have a 10ft by 3 foot area that can only hold my couch and a few boxes. I have to pay 3 thousand more to move not all but most my items. I then told him that was not the agreement and leave my stuff until I contact the company which didnt answer for 2 days. After speaking to them and complaining. They told me thats the space I paid for which was a lie and I demanded my deposit back. Especially after the movers said that they are a 3rd party and always lie and scam the customers out of there deposits knowing that the movers will charge thousands more. I called again to demand my deposit back due to them not providing real and true services that I paid for. They told me that there accounting department will email me in a day or two with an answer. Its been several days with no answer. These people clearly scammed many people as I saw after my experience with them. Can you please help me to get my Deposit moneys back.

  Business Response

  Date: 05/25/2024

  Per the contract signed we are providing an estimated amount of cubic feet based on a list of items the customer provides to us, the contract is extremely clear in stating that if there are ANY extra services required the price will change accordingly. The customer had TWO ***** storage units which is nowhere noted on our file, he wanted our movers to shuffle through all of the items between 2 units to decide what to move. This is not included in the contract and the customer was not willing to pay more or work with our movers. He refused services at the time of pick up which will forfeit his deposit that he signed a cancellation policy for. 

  Customer Answer

  Date: 05/28/2024

  Dear Bbb. Swift is not telling the truth. I only had ONE 10x10 storage unit at Compass storage at ********************************************************. I gave Swift a list of items from a 1 bedroom apartment to be picked up and delivered which included a living room couch and loveseat, 1 nightstand, 1 coffee table, dining table and 4 chairs, bedroom queen **** mattress, box spring, 1 end table a dresser . 2 area rugs, 7 boxes. They charged me $833 deposit. Then I had the manager call because I wanted to add 7 picture frames and 6 more boxes. She then charged me $500 more SO THAT THE MOVERS WOULDNT CHARGE NE EXTRA. The movers stated that who I spoke to was not Swift and there a contracted company for Swift and lied to me. The soace I paid them for could only hold 1 couch and 6-7 boxes. I asked them what did I pay them for to move a 1 bedroom apartment. He said they are going to take your money or were going to have to pay $ 4 thousand more to move the items I already agreed on a $2800.00 contract. I then called and demanded my deposit of $833 and definitely the $500 they scammed me knowing I was going to be robbed by the movers. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21745185
  
  I am rejecting this response because:

  Not sure how to make a choice between accepting or rejecting this response. 

  Their "gesture of goodwill" meant they would only steal nearly $2600 instead of the full amount. There was no miscommunication or misunderstanding...the salesman (****) lied. It is absolutely theft by deception. Every fiber of my being tells me to reject.

  However I know this is a no-win situation so if I do not accept I run the risk of retaliation by their cancelling "preservation of the deposit" and I get nothing.

  I can not imagine that I would trust this company to keep their word on the logistics of a move or safely handle any of my household items but since they hold my money hostage I may have no choice.  This deceit is truly financially devastating for us. 

  I will decide within the 10 days.

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

  Business Response

  Date: 05/29/2024

  We did not steal anyones money, the customer signed a contract authorizing for payments to be processed. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21745185
  
  I am rejecting this response because:
  Swift movers clearly scam all there customers knowing that what you paid as a deposit for the list of items you provided to be delivered is going to cost you double when there hired movers get to you. Also I am appalled at the lengths that they will go to lie by saying that I wanted to move 2 10x10 storage units. When clearly it was only 1 and I only wanted to move the items I paid for. It was THERE movers that refused to move some boxes to get to my couch and the other furniture. Also said that only my couch and a few boxes will only fit in the space I paid for. I have sent you the contract with the list of things Swift and I agreed on. There own movers stated that they are a third party a marketing company for swift and they will not honor your contract. It was clearly proven. Any other customer contact organization will always honor a dispute and make things right with there clients instead of scamming and stealing there clients money. 
  Sincerely,
  
  ***********************