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Business Profile

Moving Brokers

Eagle Moving Group Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 241 total complaints in the last 3 years.
  • 56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/14/2025

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 4, 2025, I contacted New Start Relocation at ************** and spoke with Dispatch Manager *****. I provided ***** with detailed information about my moving requirements, including exact measurements of my furniture and the number of items, and he assured me that New Start Relocation could move my belongings on March 28, 2025. I specifically discussed the fact that my new apartment has 26 steps, and ***** promised that they would waive the steps fee. Additionally, ***** provided an estimate of $4,542.15, which I agreed to. A deposit of $2,180 was paid upfront, with additional payments to be made on the pickup and delivery dates.However, when the movers arrived on March 28, 2025, there were several issues:Unprofessional Conduct: The *******, *****, arrived unprepared, wearing a t-shirt and flip-flops. He then informed me that there was more furniture than originally agreed upon and demanded an additional $3,000 to cover the extra items.I was not prepared for this extra charge and called ***** to resolve the issue. ***** instructed me to take photos of the truck, but when I explained that I did not have the cash to cover the additional fees, I was told that the movers would leave if I couldnt pay.When I spoke with ***** (another representative of New Start Relocation), he offered me a $250 refund for the inconvenience, which was insufficient to cover the additional charges and damages. Service Failures:The mattress covers & picture boxes promised by ***** were never provided, and was later charged for them.The moving process was delayed by 17 days, with my furniture arriving April 16, 2025, rather than the promised April 9, 2025.Upon receiving my furniture, I discovered significant damage, including a cracked TV ($700) and other damaged furniture, totaling $350. Despite multiple calls to New Start Relocations customer service, including a conversation Representative named Princess, I have yet to receive any resolution or adequate compensation

    Business Response

    Date: 07/23/2025

    Hello,


    It was great speaking to you today. We are glad we were able to find a mutual resolution. We will be issuing you  a $500 refund from our end as well as having your carrier Anapa match that and giving you a $500 refund from their end as well. 

    If you have any questions please feel free to reach out to us.

    Thank you for your patience on this matter. 

    Customer Answer

    Date: 07/24/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *******
  • Initial Complaint

    Date:06/22/2025

    Type:Delivery Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In May 2025, I booked an interstate move with New Start Relocation (Order #N4120194), who presented themselves as a moving company. I later discovered they are actually a broker who subcontracted my move to ******************** without informing me. My belongings were picked up in ******* on May 31, 2025, for delivery to ********, **. I was promised delivery between June 45, and June 13 was listed as the latest contract date. It is now June 22, and I still have not received my items.I have paid $1,100 to New Start and $617 to ***************. I am still being asked to pay an additional $617 upon delivery even though I have not received anything yet. I have been promised delivery on five separate occasions (June 4, 9, 13, 20, and now June 22), and every date has been missed without notice. No one from dispatch answers calls. I have been sleeping on an air mattress and living without basic necessities for over 3 weeks. I am a physician and currently have no access to the personal or professional belongings I need to begin work.Each company blames the other, and I have experienced verbal hostility when trying to get updates. We have found evidence that New Start previously operated under the name Eagle Moving Group Inc. and has a long record of deceptive business practices, including fake 5-star reviews, name changes, and hundreds of consumer complaints.I am requesting: Immediate delivery of my shipment in perfect condition A full refund of all payments made for this move (total: $1,717) Compensation for the breach of contract, deceptive practices, and the severe emotional, financial, and physical distress caused Full accountability and a written apology acknowledging the misrepresentation, false advertising, and repeated delivery failures

    Business Response

    Date: 07/08/2025

    Thank you for your continued communication and for taking the time to speak with me yesterday.


    We acknowledge the inconvenience and frustration this experience has caused you, and we are sincerely sorry for the delays and miscommunication throughout the process. After speaking with you directly, Im pleased to confirm that this matter has now been resolved.


    As a gesture of good faith and in the interest of maintaining a professional relationship, we are offering a $400 settlement to help offset the hardship you experienced. We hope this demonstrates our commitment to making things right and to ensuring greater transparency moving forward.


    If you have any further concerns or questions, please dont hesitate to reach out directly.

    Customer Answer

    Date: 07/11/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *****
  • Initial Complaint

    Date:05/20/2025

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction: January 24, 2025 Amount paid: $1,198.37 to New Start Relocation (plus $1,841.63 to the carrier, Prime Relocations)What I was promised: ************ household move, coordinated and executed by the company I hired (New Start Relocation), including safe handling and delivery of all property.Nature of the dispute:I was misled into believing New Start Relocation was a carrier with its own fleet. When I asked if they were a broker, their representative said, We arent a broker like youre thinking Its our trucking company in **. I also asked if they had their own trucks and she said yes.I was only given 2 of 7 pages of the moving contract, and important terms (like how to handle excess volume) were hidden.The actual move was performed by a different company, Prime Relocations, which she state was their fleet, which on day of move they stated they had nothing to do with New Start I was charged $165 more than the estimate for extra cubic feet a clause I never saw because of the withheld contract pages.Several items were damaged, and the beveled glass from my antique cabinet was broken and never returned. This glass was marked as needs resolution on the inventory sheet, but no action has been taken.Other damage includes a broken arrow from a decorative art statue and nicks/scratches on my lake house table.Attempts to resolve:I contacted the representative about damages and misrepresentation. She denied all responsibility, despite previously claiming she was responsible for anything that happens before, during, or after the move.I filed a credit card dispute and am now filing this complaint with BBB.Desired outcome:A full refund for the initial $1,198.37 paid to New Start Relocation Compensation for the broken and missing items, including replacement of the beveled glass.

    Business Response

    Date: 05/27/2025

    Hello ****,

    Thank you for bringing this matter to our attention. We understand your concerns and are committed to resolving any issues as promptly as possible. However, we would like to clarify that the you have initiated a chargeback with your financial institution regarding this transaction. As a result, the matter is now under formal review and in active dispute status through their bank or credit card provider.

    Because this process is managed by the financial institution, we are unable to take further action or provide updates until a resolution has been reached through that channel. We encourage the customer to follow up directly with their financial institution for any updates regarding the status of the dispute.


    We remain available to cooperate fully with the financial institutions investigation and will comply with any findings or decisions issued.

     

    Thank you for your patience. 

    Customer Answer

    Date: 05/28/2025

    Thank you for your response. I confirm that I have initiated a formal chargeback with my credit card company due to unresolved issues, but I am still open to resolving the matter directly if the company is willing to act in good faith.
    To bring this matter to a satisfactory resolution, I am requesting:


    Reimbursement of the $165 overcharge for additional cubic feet, which was never properly disclosed due to withheld contract pages.
    Coverage for the replacement of the beveled glass panel from my father's horse cabinet, which was broken during the move and never returned. The estimated replacement cost is $360.00.


    I proceeded with the move based on written statements from your representative who claimed New Start Relocation was responsible for anything that happens now, during, or after the move and represented the company as having its own trucking fleet. These statements were misleading and materially influenced my decision.
    Rather than offering help, your representative was dismissive and took no responsibility, which is what ultimately led to my pursuing formal action.
    If the company is willing to settle the matter fairly by covering these documented losses, I am open to closing the dispute amicably.
    Sincerely,
    **** *****

    Customer Answer

    Date: 06/09/2025

     
    Complaint: 23355171

    I am rejecting this response because: I am waiting for the outcome of the dispute as the company is. I will await for a response at that time.


    Sincerely,

    **** *****

    Business Response

    Date: 06/11/2025

    Hello,

     

    It was great speaking to you today. I have sent the customer a settlement agreement in the amount of $700 in order to remain good faith. If you have any questions please feel free to reach out to me.

     

    Thank you. 

    Customer Answer

    Date: 06/11/2025

    Hi-

    I would like to state that the company has gotten a hold of me and we have come to a satisfactory conclusion. Please take this email as me stating it is resolved.

    **** *****

  • Initial Complaint

    Date:05/15/2025

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I scheduled services to pick up my belonging in ********** to *****. I spoke with ***** to make all the arrangements and I let him know how many large items I had and boxes. ***** gave me a set amount and I stressed to him I had a budget and continuously asked him if the set amount was the $2097 what was written on the contract. ***** reassured me that that was the set amount. I continuously asked ***** if there would be additional charges and ***** reassured me that they would not be. ***** even put the wrong unit size on my contract as well as misspelled the address of delivery and also mistakenly placed a different pick up date, which I to call him back and confirm the pick up date. I did not realize the unit size was incorrect until the movers arrived to **********. Ihad to spend money to purchase a flight to go to ********** just for this pick up when the movers arrived which I found out theyre working with the brokers. They were a different carrier. They confirmed that ***** put my unit sizes to 8 x 10, which was incorrect because I had contacted extra space storage before I sign and confirmedthe contract to make sure I had the correct unit size US safe. Movers told me that if they did not pick up my belongings that on October 25 that I would forfeit my thousand dollar deposit that I already paid to new start relocation. Due to already calling off and spending money to travel for this move. I agreed to continue with pick up, but I never agreed to the additionalcharges that US safe moving was trying to charge me the gentleman with safe moving said I would have to contact ***** from New start relocation and arrangements with them about the additional charges. I tried to contact ***** that same day and he did not answer my call or text & once finally did contact ***** he transferred me directly to customer service and I never spoken with him again. **************** provided an email stating they will only give me $150 back which I didnt accept so I disputed.

    Business Response

    Date: 05/27/2025

    Hello *****,

    Thank you for reaching out and for sharing your concerns. We understand that moving can be a stressful experience and we regret that your expectations were not met. We would like to inform you that a chargeback has been initiated on your payment. As a result, your transaction is currently under investigation by your financial institution. When a chargeback is filed, the matter is placed in the hands of the bank or credit card issuer, and we are required to provide all relevant documentation directly to them. Because of this open dispute, any further updates, resolutions, or refunds related to your payment will be determined by your financial institution. We are fully cooperating with their investigation and have submitted all necessary records, including the signed contract and communications.

    Please note that while we are unable to resolve the payment portion directly with you at this time due to the chargeback process, we remain available to answer any questions or clarify any remaining concerns unrelated to the financial dispute.

    Thank you for your patience.

    Customer Answer

    Date: 05/29/2025

     
    Complaint: 23323798

    I am rejecting this response because: this statement is vague and they do not want to address the concern directly with better business bureau due to trying to deny my dispute every chance they get. This company knows they are Practicing fraudulent sales and all the do is send The contract that I had signed due to fraudulent sales practice and giving a different pricing at front and then them hiring a broker, and the broker US safe moving and that broker overcharging me as well. They need to agree to return my $1000 deposit refund. That is why I contacted that ***** and they confirmed that this company has already been penalized and uses two names, eagle moving and new start relocation to fraudulently have clients misled. 

    Sincerely,

    ***** *****

    Customer Answer

    Date: 06/05/2025

    This company continues to deny my dispute with all the evidence against them and numerous other clients sharing the same experience of there fraudulent activity and hidden fees 

    Business Response

    Date: 06/06/2025

    Dear *****,


    Thank you for your continued communication and for sharing your concerns. We understand your frustration and regret that your experience did not meet expectations. While we firmly maintain that our actions and processes were in line with the terms agreed upon in the signed contract, we also recognize the importance of acting in good faith wherever possible. Per the agreement you signed, your reservation falls outside the cancellation window and is therefore non-refundable under our policy. However, in an effort to extend a gesture of goodwill and bring this matter to a close, we will be issuing a $300 refund.
    This refund is being offered as a final resolution not as an admission of wrongdoing, but as a demonstration of our commitment to doing what we can to resolve the situation amicably.
    Please let us know if you accept this offer so we can proceed accordingly.

     

    Thank you 

    Business Response

    Date: 06/12/2025

    Hello,

     

     

    We have talked to ***** and we came to a mutual resolution and settlement in the amount of $850 to remain good faith with the customer. If you have any questions please feel free to reach out to us, *****.

     

    Thank you 

    Customer Answer

    Date: 06/12/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    ***** from eagle moving has contacted me and sent a email confirmation to this company agreeing to refund me $850 from my deposit due to the troubles and stress I have faced from them contracting US safe moving to pick up my belonging. He stated they no longer with be in contract with this company and suggested to take the company to small claims court. I agreed to confirm with the BBB that they have attempted to right their wrongs for this move. And now I am waiting for my refund of $850. 
    Sincerely,

    ***** *****
  • Initial Complaint

    Date:05/05/2025

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 8,your contractor delivered my housold goods to ***************, **. There was a missing tote w/red top filled with papers that were very important to me and a small box w/tool chest casters missing. Two uhaul wardrobe boxes were crushed along with a tote crushed on one corner and another with a missing handle. A handle was broken on an antique chest. *** wants to settle for $21. According to your .60 figure, it comes to $97. They never interviewed the loaders/unloaders or sent an agent to find out where the missing items went. You said the loaders/unloaders would have uniforms and badges and that you would support me every step of the way. You did not. Please help!

    Business Response

    Date: 05/14/2025

    Hello,

    Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and distress caused by the condition and handling of your household goods. We understand how frustrating it must be to have experienced missing and damaged items, especially when they hold personal or sentimental value. Your feedback regarding the crushed totes, missing items, and lack of follow-up is taken seriously, and we acknowledge the disappointment you feel, particularly after being assured of a professional and supportive moving experience.


    In the interest of maintaining good faith and demonstrating our commitment to customer care, we are prepared to offer a settlement of $200. Furthermore, we are requesting that the carrier match this amount, bringing the total proposed compensation to $400. We believe this gesture more appropriately reflects the inconvenience you experienced and hope it serves as a step toward a satisfactory resolution.

    Please let us know if you are willing to accept this proposed settlement so we can move forward with processing the payment promptly.

    Thank you again for your patience and for allowing us the opportunity to make this right.

  • Initial Complaint

    Date:05/01/2025

    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.
    April 21 I paid $500 dollar deposit for New Start Relocation to move my things on April 29th. They gave me a military discount due to my brother being a sheriff and in the military. They gave me an estimate of how much I would have to pay all together.. I paid the $500 on my credit card and $604 was to be paid to the driver when he picks up my furniture and another $604 when the driver moved my stuff into my new apartment. The driver called me and told me I would have to pay more money for him to come get my stuff and their would be more charges since due to me having more cubic feet to load on their truck. The driver never came and never saw how much furniture I had. He also said he didnt know if he could deliver my stuff the same day!! I kept calling the customer service and they kept telling me He was coming between 10-2. After 2pm he never showed up and I called him and he kept telling there will be more charges and I had to call the company before he came to pick up my furniture. **************** did tell me their may be more charges (although they didnt not explain this or anything else about excess fees while booking my move) if I had more cubic feet and if I wanted it delivered the same day because of the space on the truck. They also didnt know why he was late or have any idea about his schedule pick *** but was on the way. The driver kept telling me he was just around the corner but he never showed up. 2:30 I called customer service back and told them to cancel my move pick up and I went and got my own U-Haul truck and moved myself. **************** told me I wouldnt get my full refund back since I was cancelling!I paid $500 deposit to this company for nothing but more stress and hardship! This company gives you a low ball estimate to get your business and money then turn and around and hit you with fees that you have to pay because they have your stuff!This is fraud and a scam! I was to give them a 72 hr notice but driver didnt show

    Business Response

    Date: 05/14/2025

    Hello,

    We understand the your concerns regarding your experience and regret that the service did not meet her expectations. However, we would like to clarify that this transaction is currently under an open dispute initiated by the customer through her financial institution.


    As a result of the chargeback process, any further communication or resolution regarding the funds paid is being handled directly by the customers credit card company. We will continue to cooperate fully with the financial institutions investigation and provide all necessary documentation on our end.


    Due to the ongoing nature of this dispute, we are unable to take further action or provide additional information until a final determination has been made by the financial institution. We encourage the customer to follow up with her card issuer for updates on the status of the chargeback.


    Thank you.

  • Initial Complaint

    Date:04/14/2025

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    New Start Intentionally Misleads its customers and provided a fraudulent "estimate."o In searching for a mover via a ****** search New Start hid the fact that it is a broker. o At time of quote they verbally agreed to not charge more than the quote of $9,000 (final charge was: $14,483)o They warranted the quote of ***** sq. ft accounts for space of well over what they estimated based on going through each room of itemized inventory (after pick up of goods they quoted my inventory as ***** sq. ft. - How could they get that so wrong when they do this for a living?)o Inaccurate promise of packing cost: based on detailed inventory items I needed packed; they charged me an additional $2,500 for packing materials used; how did they get this "estimate" so wrong?o Inaccurate promises of delivery: they indicated a few days was no problem for a delivery date after pick up and never told me that a date can only be scheduled after pick up of goods o Inaccurate promise of packing time: it was assured to me packing would be completed on the same day. After they arrived, they said they needed 2 days to pack, which caused me to have to change my departure flight which was then more money to book last minute o They never mentioned a "shuttle" fee for moving the goods from a tractor to a shuttle (caused an increase of cost of $1,500); they had my "to" address the entire time, they should have included this in my original quote In addition, Best Price Moving, the company they outsourced my move to, unlawfully threatened to withhold my possessions until I paid the fraudulent final cost; I had no choice but to pay the additional amount or else they "wouldn't unload the truck"; when I complained to Best Price Moving about the extra charges they pointed the blame at New Start Relocation and any complaints or potential reimbursements would have to go through them.

    Business Response

    Date: 04/25/2025

    Hello,

    Thank you for taking the time to share your concerns. We sincerely regret the frustration and inconvenience you've experienced throughout your move and take your feedback seriously.
    While we understand and respect your position, as a broker, our role is to facilitate the coordination between customers and licensed carriers. That said, we recognize your dissatisfaction with the outcome and the concerns you've raised regarding the estimate and charges incurred during your move.


    In a continued effort to resolve this matter amicably and in good faith, we have decided to increase our settlement offer from the original $250 to $700. This gesture reflects our intent to bring closure to your concerns and to avoid any further hardship for either party.

    Please confirm in writing if you are willing to accept this updated settlement so we can proceed accordingly. Our goal remains to find a fair and timely resolution. Feel free to reach out to us if you have any further questions

    We appreciate your consideration and look forward to your response.

     

    Thank you 

    Customer Answer

    Date: 05/04/2025

     
    Complaint: 23201456

    I am rejecting this response because: I appreciate the business increasing the offer to settle.  However, that is still well below the amount I feel as though I was misled being charged.  The amount I was misled was $5,477.  I would accept half of this amount to meet in the middle.

    Sincerely,

    *** *******

    Business Response

    Date: 05/20/2025

    Hello,

     

    It was great speaking to you last week. Thank you again for bringing your concerns to our attention. We understand how stressful a move can be, and we sincerely regret that your experience did not meet expectations. We take all customer feedback seriously and have reviewed the details of your complaint carefully.


    While our records indicate that the quote was based on the information provided at the time, we recognize the frustration caused by the significant differences between the estimate and final charges, as well as the communication breakdowns throughout the process. This is not the standard of service we strive to uphold.


    In an effort to resolve this matter in good faith and maintain a positive relationship, we are increasing our settlement offer to $1,000 at this time. We hope this gesture helps in addressing some of the inconvenience and additional costs you incurred.


    Please confirm whether you accept this offer so we can proceed with processing your settlement.

     

    Thank you

    Customer Answer

    Date: 05/27/2025

     
    Complaint: 23201456

    I am rejecting this response because: Thank you.  I appreciate the increase in offer.  At the time I spoke with the firm in question discussing the increase to $1,000 they commented they were going to look into obtaining additional money from the moving company they outsourced to, and potentially, it could be a total of $2,000 including some money from them.  What was that update?  Perhaps at the very least the company they outsourced to could pick up the shuttle fee from the trailer into ********* that I was charged of $750; since all along when quoting my move and the company picking up the move knew my departure and destination address, and no one quoted a shuttle fee.  Therefore, bringing total amount to $1,750.  They may suggest that I complete a separate complaint on that company, however, that company always along pointed the blame at the quoting company (this company).

    Sincerely,

    *** *******

    Business Response

    Date: 06/06/2025

    Dear ***,


    Thank you for your response and for sharing your continued concerns. We understand and acknowledge the frustration caused by the handling of your move, particularly regarding the unexpected shuttle fee and the back-and-forth between the parties involved. While we are limited in what we can enforce with the outsourced carrier, we want to make clear that our intention is to do whats right by you.
    At this time, the carrier has not offered any additional funds beyond what has already been communicated, and unfortunately, they are not willing to cover the shuttle fee or increase their contribution further. That said, in the spirit of fairness and customer service and despite the carriers positionwe are increasing our offer to $1,250.

    We hope this gesture demonstrates our willingness to take responsibility where we can, even in the absence of shared accountability from our partners. We truly regret that this experience has not met your expectations and appreciate your patience as weve worked to find a resolution.
    Please let us know how you wish to proceed.

     

    Thank you 

    Customer Answer

    Date: 06/09/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please let me know next steps by reaching out directly to me.  At this time I personally do not have this offer in my inbox directly from them.  Thank you!

    Sincerely,

    *********************
  • Initial Complaint

    Date:04/09/2025

    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.
    In March 2025, I hired New Start Relocation to move my household goods from ********** to **************. After providing detailed information about my items, I was given a binding estimate of $3,661.42 by sales rep **** *****, with assurances the price would only change if I added items. I paid $1,782.54 upfront.On March 18, ******* ***** contacted me and unexpectedly raised the cost to $4,282.75. When I refused, he later agreed to honor the original quote if I disassembled items, which I did. On March 23, a mover named ****** arrived, took no measurements, and presented a new "binding estimate" of $7,644.29over double the original quote. I declined to sign due to the deceptive price hike.Customer service rep **** ***** assured me I would receive a full refund and guided me through a refund request, which I submitted and confirmed. However, I was later told Id only receive $450 back, with the rest as in-house creditcontradicting ***** promise. After further follow-up, I was offered a $650 credit instead.I proposed three reasonable solutions: honor the original quote and complete the move, refund the full $1,782.54, or provide legal/arbitration information. On March 27, ***** *****, a customer service supervisor, said the company would only refund $675 and denied having any legal dispute resolution process.The companys conduct has been deceptive, unprofessional, and financially damaging.

    Business Response

    Date: 04/21/2025

    Hello,

     


    We understand your frustration and appreciate your patience throughout this process. In an effort to reach a fair resolution, we have gone above and beyond by offering 50% of your initial deposit to help cover the overages.
    Unfortunately, we have not been able to reach a mutual agreement at this time on your end.

    However, we would like to inform you that your settlement offer has now been increased to $891 in order to remain good faith.


    Please feel free to contact us if you would like to accept this revised settlement or if you have any further questions.


    Best regards

    Customer Answer

    Date: 04/28/2025

     
    Complaint: 23180086

    I am writing in response to your recent communication offering a revised settlement of $891.

    Your attempt at a so-called "fair" resolution after the blatant misrepresentations by multiple representatives of your company is a direct insult to customers like myself who placed trust in your services for our relocation needs. The ******** of a service company to either hire incompetent employees or to engage in deceptive practices without facing any accountability is entirely unacceptable. 

    The significant logistical disruption and financial burden your company inflicted upon me and my family on the day of our scheduled move cannot and will not be remedied by your "good faith settlement" of $891. Nothing short of a full refund will be accepted.

    Specifically, your sales representative, **** *****, along with the individual known as "Gunny," misrepresented themselves citing their status as disabled veterans purportedly working to assist fellow veterans to deceive me into making payment for services that were never rendered. Furthermore, your companys refusal to allow for proper cancellation, and your orchestration of this scheme under the direction of ******* ****** and associated companies, is not only fraudulent but reprehensible.

    The financial "estimate" increase to $7,644.29 presented on the day of the move was an egregious act of bad faith that would have devastated customers in even more precarious positions than mine.
    Your current offer is summarily rejected. I demand a full refund of the amount paid. Should you fail to comply, I am fully prepared to escalate this matter through formal legal proceedings and notify all relevant regulatory and consumer protection authorities.

    Please respond promptly with confirmation that you will issue the full refund.

    Sincerely,

    ***** **********

    Business Response

    Date: 05/14/2025

    Dear Mr. *************************** you for taking the time to share your concerns. We want to acknowledge the frustration and disappointment you've expressed, and we regret that your experience with our company has left you feeling misled and dissatisfied.


    Please know that we have taken your complaint seriously and have reviewed the matter extensively. We have made every effort to find a resolution and have exhausted all options in hopes of reaching a fair and meaningful settlement. The funds that were offered in our prior communication represent what we are able to provide after a thorough internal review and consideration of all circumstances, including the expenses already incurred in preparation for your scheduled move.

     

    We understand that this outcome may not meet your expectations, and we truly regret that we were not able to meet your needs during what is already a stressful time. Our team remains committed to doing everything we reasonably can to bring this matter to a close, and we genuinely hope we can find a way to resolve it without further hardship.
    Again we would like to extend the 50% of your deposit back for this settlement. 

    Customer Answer

    Date: 05/14/2025

     
    Complaint: 23180086

    Thank you for your responsethough I must point out the irony in your expression of gratitude for the concerns I raised, which stem directly from the fraud your company committed and the ongoing, unethical practices you continue to engage in. If, as you claim, a "thorough internal review" has taken place, I expect to see full documentation of this so-called investigation without further delay.
    Let me be absolutely clear: nothing less than a full refund will even begin to address the undue hardship, emotional distress, and disruption your company has caused my family. The continued lack of accountability, the evasive language, and the empty reassurances youve provided are not only unacceptablethey are insulting. Your responses are not efforts to resolve the issue, but rather a reflection of the same deceptive practices that created this situation in the first place. If you are truly committed to resolving this matter, then start by acting with integritysomething that has been sorely lacking thus far.

    Sincerely,

    ***** **********

    Business Response

    Date: 05/26/2025

    Hello,

    Thank you for your continued communication. We sincerely regret that your experience with our company has resulted in such frustration and disappointment. We acknowledge the concerns youve raised and understand that this situation has caused considerable stress for you and your family.

    Please be assured that we have reviewed your case thoroughly, including the statements regarding your interactions with our representatives. We take allegations of misrepresentation very seriously and have conducted an internal review based on the details youve provided. While we understand that our findings may not align with your expectations, we have acted in good faith to address your concerns.


    After careful consideration, the previously extended offer of a 50% refund of your depositamounting to $891remains the full extent of what we are able to provide. This amount was determined after a thorough evaluation of the circumstances, the contractual terms, and the operational costs incurred. We understand that you have rejected this offer and are seeking a full refund. However, based on all available information and internal findings, we respectfully maintain our position. Our goal remains to resolve this matter amicably and avoid further hardship for both parties, but we are unable to meet the demand for a full refund.
    We remain open to discussing this settlement further should you reconsider. In the meantime, we wish you the best in whatever course of action you choose to pursue.

     

    Thank you.

    Business Response

    Date: 05/27/2025

    Hello,

    Thank you for your continued communication. We sincerely regret that your experience with our company has resulted in such frustration and disappointment. We acknowledge the concerns youve raised and understand that this situation has caused considerable stress for you and your family.

    Please be assured that we have reviewed your case thoroughly, including the statements regarding your interactions with our representatives. We take allegations of misrepresentation very seriously and have conducted an internal review based on the details youve provided. While we understand that our findings may not align with your expectations, we have acted in good faith to address your concerns.


    After careful consideration, the previously extended offer of a 50% refund of your depositamounting to $891remains the full extent of what we are able to provide. This amount was determined after a thorough evaluation of the circumstances, the contractual terms, and the operational costs incurred. We understand that you have rejected this offer and are seeking a full refund. However, based on all available information and internal findings, we respectfully maintain our position. Our goal remains to resolve this matter amicably and avoid further hardship for both parties, but we are unable to meet the demand for a full refund.
    We remain open to discussing this settlement further should you reconsider. In the meantime, we wish you the best in whatever course of action you choose to pursue.

     

    Thank you.

    Customer Answer

    Date: 06/02/2025

     
    Complaint: 23180086

    Thank you for your detailed response and the effort put into evaluating the situation. Despite your thorough review, I must express my disappointment in the offered resolution. After careful consideration, I find it necessary to inform you that I will be pursuing legal action regarding your fraudulent business practices.


    I appreciate your willingness to engage in further discussion, but at this stage, I feel compelled to seek a resolution through legal channels. I hope this matter can be resolved swiftly and fairly.

    Sincerely,

    ***** **********

    Business Response

    Date: 06/06/2025

    Dear *****,
    Thank you for your response and for taking the time to share your continued concerns. We regret that the experience youve had with our company has led to such frustration and disappointment.
    As a final attempt to reach a mutual resolution and to demonstrate our willingness to take accountability where we can, we are increasing our offer to $900. While we respectfully disagree with the characterization of our business practices, we remain committed to finding a fair and reasonable outcome for all parties involved.


    We hope you will consider this offer in the spirit in which it is being made as a genuine effort to resolve this matter without further escalation. Please let us know if you are willing to accept this final offer so we can move forward accordingly.

     

    Thank you. 

    Business Response

    Date: 06/13/2025

    Dear [BBB Representative / ***** **********,
    We would like to confirm that a full refund has been issued as requested by the customer  in order to remain good faith. An email has also been sent directly to the customer confirming this settlement.


    With this action, we consider the matter fully resolved on our end.


    Please let us know if any further information is required.

     

    Thank you 

    Business Response

    Date: 06/24/2025

    Hello,

     

    This complaint should be marked as resolved not answered. Please correct.

     

    Thank you 

     

  • Initial Complaint

    Date:03/24/2025

    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.
    My family and I have been planning a move from **********, ** to *************, ** over the last few months. We contracted with New Start Relocation Services which turned out to be another name for Eagle Moving Group. Same address and phone number in ********The estimator was friendly and did the entire estimate via Zoom. Due to my veteran status, we were offered what I thought was a good deal at $16,000 and he said they would be able to pack up the remaining household items and load what we've already packed March 12th before we were set to depart ** for TX on the 13th. HE TOLD US OUR STUFF WOULD BE AT OUR HOME ON OR NEAR THE 19TH OF MARCH!! When the shippers showed up, they immediately demanded more money which was over $1000. Since we didn't have a choice, we paid them our certified checks totaling $***** is now the 24th of March and we've been in an empty house since the 18th. We've made multiple calls to the carrier, and we still don't have an update to when our stuff will arrive or how much money the driver is going to demand to give us our stuff. Based on hundreds of Yelp reviews, in every case, this is exactly how this scam works. The fine print in the estimate lets them get away with low-balling estimates to get business, drivers demand more money when they get there, the drivers sit on your goods for a month then demand more money when they show up or won't unload the ******** whole family is now completely screwed by these people. My daughter is supposed to start her new school tomorrow and I work from home. We have 9 days' worth of clothes, and I have none of my office.

    Business Response

    Date: 04/08/2025

    Hello,

     

    Taking a look at your order it looks like there was an additional 333 cubic feet added on the day of your move. Your estimate was originally for 1993 CF. The additional list consisted of :

     

    20 small boxes
    11 medium boxes
    10 large boxes
    15 wardrobe boxes

    as well as additional pieces to your order. It went from 205 pieces to 320 pieces.

     

    You items were delivered on 3/26 and your first available delivery date that you chose was 3/19. Your mileage was 2327 that typically takes 8-21 business days for your delivery. You were delivered in 7 days from your first available delivery date.

     

    We offered $500 in order to remain good faith on 3/20. Please feel free to give us a call if you would like to proceed with the settlement we are offering.

     

    Thank you. 

    Customer Answer

    Date: 04/09/2025

     
    Complaint: 23108070

    I am rejecting this response because:

    Your sales tactics are deliberately deceptive.  Your estimator bid the move during a video tour of our entire home and started at a price of $21k.  When I said that a competitor was about the same, he lowered the price to $16k and promised us our goods would be delivered March 19th.  The 8-21 business days was never mentioned or I would never have agreed to use your services.  Also your sales team never identified New Start as a broker, not a transporter or I would not have used you.  

    When the movers showed up, they demanded another $4,500 to pack our belongings but since we were leaving our house the next day, we were not in a place to argue so we had no choice but to agree.  It's my belief you deliberately underbid the job to get the work and extorted additional money out of us when our backs were against a wall.

    Also, the moving company mixed up part of our belongings with someone else's and only delivered 80% of our items.  The rest were finally delivered on April 8th.  During this time my family and I had to endure more difficulties than you can imagine getting set up in our new home.  Calls to your team were handled with an "oh well" or "these things happen" attitude.  Even the driver from the moving company referred to brokers as "crooks".

    Sincerely,

    ***** ****

    Business Response

    Date: 04/21/2025

    Dear *****,
    Thank you for taking the time to share your experience. We understand that moving can be a stressful and emotional process, and we are truly sorry to hear about the challenges you and your family have faced during this important transition. We regret that your experience did not meet expectations, especially in light of your veteran status and the urgency of your familys needs. We take all customer feedback seriously and are currently reviewing the performance of the assigned carrier in your case.


    Although the terms and conditions of your agreement specify the limits of our responsibility as a broker, we want to act in good faith and provide some level of resolution. As a gesture of goodwill, we are offering you a $1,000 settlement in recognition of the inconvenience and frustration youve endured.

    If you wish to accept this offer, please contact us directly at ************ and we will initiate the process immediately.


    We appreciate your service and sincerely hope your move is fully resolved very soon. Please dont hesitate to reach out if you have any further questions or concerns

    Business Response

    Date: 04/21/2025

    Dear *****,
    Thank you for taking the time to share your experience. We understand that moving can be a stressful and emotional process, and we are truly sorry to hear about the challenges you and your family have faced during this important transition. We regret that your experience did not meet expectations, especially in light of your veteran status and the urgency of your familys needs. We take all customer feedback seriously and are currently reviewing the performance of the assigned carrier in your case.


    Although the terms and conditions of your agreement specify the limits of our responsibility as a broker, we want to act in good faith and provide some level of resolution. As a gesture of goodwill, we are offering you a $1,000 settlement in recognition of the inconvenience and frustration youve endured.

     

    If you wish to accept this offer, please contact us directly at ************
    and we will initiate the process immediately.

     


    We appreciate your service and sincerely hope your move is fully resolved very soon. Please dont hesitate to reach out if you have any further questions or concerns

  • Initial Complaint

    Date:03/23/2025

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On or about July 25, 2024 I was searching on line for a moving company to transport 6 pieces of furniture from my home in *********, ** to my son in ******, **. After providing my contact info on line a rep ********* from the Eagle Moving Group Inc. reached out by phone to me. I provided the particulars in order to facilitate a quote using a hypothetical date of 9/7 ($3655). I made a half deposit with my Elan MC to lock in the quote and was emailed a Bill of Lading and noted that I would need to sign it 3 days before pickup. Unfortunately I did not see the 3 day cancellation provision buried on a previous page.The 9/7 hypothetical date did not hold and the move was postponed to a future unspecified time. Then some months later my son decided he did not want the furniture after all so I called the Group to cancel and request a refund of my payment. When I was informed of the cancellation policy I was shocked and dismayed needless to say and insulted with the offer to give me, as a "courtesy", a refund of $220! Around the same time I also discovered this is NOT even a moving company but only a Broker so, aside from the quote, will provide NO service beyond connecting me to some local moving company. Had I known this Group was a Broker only while masquerading as a moving company by including the word "Moving" in their name, I would NEVER have made that $1827.50payment and committed to their "service".I filed a dispute with my cc company but they have a 60 day payment window beyond which they will provide any help, I can't file a complaint with the ************************** - ****** ***** has gutted that agency - and can't afford to go to ** to file a small claim. I was by a friend that the BBB had been so successful for her on several occasions getting her refund when all other avenues had failed so, as a result, I am reaching out to the BBB myself in hope this company does not enrich itself at my expense and on my dime for doing, basically, nothing.

    Business Response

    Date: 04/08/2025

    Hello 

     

    Taking a look at your account it looks like we have offered you a settlement to remain good faith in the amount of $200.00. We are able to raise that settlement amount to $500. 

     

    Please feel free to give us a call if you would like to proceed.

     

    Thank you. 

    Customer Answer

    Date: 04/09/2025

    Honestly, $500 is still very low considering they did pretty much  nothing while enriching themselves on my $1827.50 payment (and I have to suspect I am not the only person who has fallen in this "moving company" trap). After I filed my complaint I was sorry I had not lowered my refund request to $1607 which would have given them $220 (their "courtesy" refund offered to me) to at least reimburse them for the time their representative, *******,  did spend time with me on the phone.

    I suspect they will never accept reimbursing me $1607 but if they will never give me $1200 I will go away and never bother them again - and they will still earn $627. Pretty great hourly pay that one can earn $627 in just 30 minutes. A great return on their investment!

    Thanks so much for your effort on my behalf and I look forward to the response.

    ******** May

     

    Customer Answer

    Date: 04/09/2025

     
    Complaint: 23105143

    I am rejecting this response because:

    Honestly, $500 is still very low considering they did pretty much  nothing while enriching themselves on my $1827.50 payment (and I have to suspect I am not the only person who has fallen in this "moving company" trap). After I filed my complaint I was sorry I had not lowered my refund request to $1607 which would have given them $220 (their "courtesy" refund offered to me) to at least reimburse them for the time their representative, *******,  did spend time with me on the phone.

    I suspect they will never accept reimbursing me $1607 but if they will never give me $1200 I will go away and never bother them again - and they will still earn $627. Pretty great hourly pay that one can earn $627 in just 30 minutes. A great return on their investment!

    Thanks so much for your effort on my behalf and I look forward to the response.

    ******** May



    Sincerely,

    ******** May

    Business Response

    Date: 04/21/2025

    Hello,

    Thank you for bringing your concerns to our attention. We appreciate the opportunity to respond and clarify our role in your moving experience.

    Eagle Moving Group, **** is a federally licensed moving broker. Our role is to coordinate and facilitate the logistics of moving services by connecting customers with licensed and insured motor carriers. This information is fully disclosed in our documentation and terms of service provided at the time of booking. On July 25, 2024, you received a quote for your move based on the inventory and details you provided. A deposit of $1,827.50 was collected to reserve the quoted rate and initiate coordination with a carrier. As outlined in the agreement, cancellations must be submitted in writing at least 72 hours prior to the scheduled move date in order to be eligible for a full refund, less a processing fee. This policy is standard in the industry and is detailed in the signed Bill of Lading.

    We understand that circumstances changed and that the move ultimately did not take place. While the deposit was non-refundable under the terms of the agreement, we strive to act in good faith and with customer satisfaction in mind. To that end, although we are not obligated to issue a refund, we are willing to offer you a goodwill reimbursement of $500.00 as a gesture of customer service and in the interest of resolving this matter amicably.
    Should you wish to accept this offer, please contact us directly at ************ so we may process the reimbursement accordingly.
    We hope this demonstrates our commitment to fair business practices and customer care.

     

    Thank you again for your feedback.

    Business Response

    Date: 04/21/2025

    Hello,

    Thank you for bringing your concerns to our attention. We appreciate the opportunity to respond and clarify our role in your moving experience.

    Eagle Moving Group, **** is a federally licensed moving broker. Our role is to coordinate and facilitate the logistics of moving services by connecting customers with licensed and insured motor carriers. This information is fully disclosed in our documentation and terms of service provided at the time of booking. On July 25, 2024, you received a quote for your move based on the inventory and details you provided. A deposit of $1,827.50 was collected to reserve the quoted rate and initiate coordination with a carrier. As outlined in the agreement, cancellations must be submitted in writing at least 72 hours prior to the scheduled move date in order to be eligible for a full refund, less a processing fee. This policy is standard in the industry and is detailed in the signed Bill of Lading.

    We understand that circumstances changed and that the move ultimately did not take place. While the deposit was non-refundable under the terms of the agreement, we strive to act in good faith and with customer satisfaction in mind. To that end, although we are not obligated to issue a refund, we are willing to offer you a goodwill reimbursement of $500.00 as a gesture of customer service and in the interest of resolving this matter amicably.

    Should you wish to accept this offer, please contact us directly at ************
    so we may process the reimbursement accordingly.

    We hope this demonstrates our commitment to fair business practices and customer care.

     

     

    Thank you again for your feedback.

    Customer Answer

    Date: 04/24/2025

    I do have a little follow-up question I would like to find out about. I have done some research and have discovered that a moving broker typically receives anywhere between 20-40% of the cost of moving as its fee. Taking the highest percent as their fee from my$1827.50 it comes to $731.1096.50 - presumably my money, unless they are planning to share some of the $1096 with the phantom moving company they were to connect me with, who was never identified to me. Since nothing ever came of move and no services were rendered on the part of an actual moving company I have to assume Eagle Moving Group still has all of the $1827.50 to this day.

    Listen, I am sorry to keep harping on this but $1827.50 is a heck of a lot of money to me as I am 85 years old, suffer from macula degeneration (which is why I never saw the 72 hour cancellation requirement (too many pages of fine print while having to hold a magnifying glass) and between mortgage and utilities my SS payment barely covers it (my husband passed away 4 years ago) so it's money I can ill afford to lose. So I thought I would make one more appeal to see if The Eagle Moving Group could make an exception and show some more humanity of spirit. (And if anyone wants to verify my age and state of my vision , they are welcome to verify with my eye doctor, Dr. **** at Family Vision in *********, **).

    So I guess this my final plea for some financial justice. Is there any other option left to me? Thank you so much for putting my plea forward to The Eagle Moving Group/

     

    ******** May

    Customer Answer

    Date: 05/05/2025

    So I guess I am forced to accept their $500 offer. Obviously I can't come to ******* and file a Small Claim and no guarantee I I would ever prevail (although if Judge Milan of The Peoples' Court were still a Florida judge the outcome could very well have been in my favor).  I just want to thank you very much for your attempt to negotiate a more generous refund and I realize you did all you could to9 facilitate a better outcome and I am forever grateful.  I am advised to contact the Eagle Moving Group directly by phone if I choose to accept the $500 refund so will take steps to do so in the next several days unless you feel  you should appropriately accept their offer on my behalf since you have been the mediator since the beginning. Please advise and again, thank you very much!

     

    ******** May

    Customer Answer

    Date: 05/15/2025

    I have called the Eagle Moving Group and had to accept their offer, much to my chagrin - but guess I have no choice. Again, thank you for your attempt to resolve this matter for me. Att least the original refund offer was doubled + a bit more, so I do appreciate the BBB!

     

    Sincerely, ******** May

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