Complaints

This profile includes complaints for AmeriSafe Moving Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AmeriSafe Moving Services

  2500 Quantam Lakes Dr STE 105 Boynton Beach, FL 33426-8308

• 

  AmeriSafe Moving Services

  4731 W Atlantic Ave Ste 14 Delray Beach, FL 33445-3866

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:11/13/2025

  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.

  November 13 2025. Scheduled Amerisafe Moving Services for a long distance move. Where to start? Salesman, ***, quoted one price for the move. But then I added items, so then the Binding Estimate was increased. That's ok and understandable. Two days before the move, ***** calls me and tells me I need a ********************************** $11k. Never was that discussed with me. I told him I couldn't afford 11K. He said not to worry because by his estimate I will likely only fill half the truck.I have all of this in text on my phone. Movers arrive Nov 13 and they now want $13 k, saying I will need the entire truck. And there are extra costs for extra packaging that is industry standard. I call customer service and ******** capably handles the case and they agreed to refund me the $3250 extra I paid for the down payment (haven't seen the email about the refund just yet). However, because I was totally deceived from the beginning, I also asked for my initial deposit of $1950 returned. They refused. The service manager said "no exceptions and the only reason I was getting the $3250 back was because ******** was on the case (and because they know they were wrong)." So I have now paid $1950 for no services rendered. There are always exceptions. I even have proof (texts) that ***** basically lied to me. If he had told me the truth, I would have cancelled 3 days prior. My case number is A5386568. I am one unhappy customer as I don't approve of dishonesty or bait and switch. I hope you can help me resolve this. I realize I signed a contract in the beginning in good faith and trust, but they did not communicate honest pricing. Isn't that part of their contract? That they are honest with me?

  Business Response

  Date: 11/20/2025

  Thank you for the opportunity to respond to Ms. ******* concerns regarding her scheduled move under Estimate #A5386568.
  

  We have reviewed the account, the recorded communications, and the documentation signed at the time of booking, and we would like to provide clarification on the matter.

  The customers move was canceled on November 13th after the motor carrier arrived on-site for pickup. At the time of arrival, the carrier conducted a standard assessment of the items to be moved. Based on the actual volume and the customers requested inventory, it was determined that additional truck space would be required, which increased the cost of the move.
  The customer informed both the carrier and our office that she could not afford the additional cost. As a result, she elected to cancel the move on-site.

  Per the signed Binding Estimate and Terms & Conditions, which the customer acknowledged electronically at booking, the initial deposit becomes non-refundable if the customer cancels at the time of pickup. This policy is disclosed clearly in the contract and is standard within the moving industry.
  

  Despite this policy, AmeriSafe did return $3,254.00 to the customer from the additional deposit she had paid. This refund was issued promptly to assist with the unexpected changes.
  

  Following our clarification that the remaining $1,950.00 initial deposit was non-refundable due to the on-site cancellation, the customer chose to dispute the charge with her financial institution. We have submitted the signed contract and all supporting documentation to the bank verifying that the deposit was used to secure carrier availability and is non-refundable under the agreed terms.

  While our position regarding the non-refundable deposit is supported by the contract the customer signed, we understand that ********************** can be stressful and that the situation was disappointing for her. In an effort to bring the matter to an amicable resolution, AmeriSafe has issued an additional $400.00 courtesy refund from the initial depositbeyond what is contractually required.

  The signed estimate clearly states that the initial deposit is non-refundable if cancellation occurs at pickup.
  AmeriSafe refunded $3,254.00 as a courtesy, leaving the contractual non-refundable deposit of $1,950.00.
  An additional $400.00 courtesy refund has been provided in good faith.
  

  AmeriSafe strives to communicate clearly and support customers throughout their moves, and we regret that the experience did not meet the customers expectations. We hope this explanation provides clarity regarding the actions taken and the basis for our decisions.
  

  Respectfully,
  AmeriSafe Vanlines

  
  

  Customer Answer

  Date: 11/21/2025

   
  Complaint: 24143385
  
  I am rejecting this response because:

  I understand that we signed a binding contract with you. And we intended to honor that, but we feel you did not honor the contract on your part. I did contact *** in the sales department *************) to tell him I had extra items. He told me he would add them to  the list. This was October 28. I have a text to prove it. He did not add them to the list. My complaint is that I was not informed before I signed the contract that extra items would add to the cost. If that fact had been communicated, and *** had added the extra items, I would have likely seen an increase in cost within the two week time frame to cancel for a full refund. He did not communicate to me that there could be an extra cost.  I assumed that a binding contract meant that was the total cost. If I had thought we would have to pay $11 to $13k when I talked with ***** two days before the move, and we went through all the extra items,  I would have cancelled it then. ***** assured me that I did not have to warrant a full truck. There was a definite lack of educating the consumer (me) and the fiasco of needing a larger truck at the last minute. 

  I do appreciate the $400 refund, but $1500 is still a lot to lose. I hope you will reconsider and refund a larger portion of our deposit. 

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

  Business Response

  Date: 11/21/2025

  *****,
  

  Thank you for taking the time to share your concerns, and please know that we truly understand how stressful and overwhelming the moving process can be. We are very sorry that your experience did not meet your expectations, and we sincerely regret any frustration this situation has caused.
  

  We want to clarify that we have refunded a total of $3,254.44, along with an additional $400 issued as a good-faith gesture. This brings your total refunded amount to $3,654.44. While the additional $400 was not requiredbecause a truck was dispatched to your home for pickupwe issued it because we genuinely wanted to help and acknowledge the inconvenience you experienced.

  We truly understand your feelings and the disappointment of losing funds in a situation like this. However, given the substantial increase in the size of the shipment and the refunds already issuedfar exceeding what is contractually requiredwe are unfortunately unable to provide any additional refund.
  

  Please know this decision is not made lightly. We have tried to be as fair and accommodating as possible while still adhering to the terms of the agreement and the services that were rendered.
  

  We are sincerely sorry for the stress this caused and hope this explanation provides clarity.

  AmeriSafe Vanlines

  
  

• Initial Complaint

  Date:10/28/2025

  Type:Sales and Advertising 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.

  The estimation process used by Amerisafe was deeply flawed and felt like a bait-and-switch. I never would have booked with this company had I known my actual cost would be nearly three times the original quote, or that my belongings would arrive much later than promised for no clear ********* initial estimate of just over $9,000 skyrocketed to more than $27000.Communication between Amerisafe, their broker, and their subcontractor was poor, and none of them made a serious effort to manage our concerns. Amerisafes customer service staff were often rude, dismissive, and showed little empathy. Ultimately, our items arrived several days late, and many were damaged.After enduring so many failures throughout the process, I will be taking pictures as they load us. They originally promised october 31 as a delivery date but now say it will take longer.

  Business Response

  Date: 11/10/2025

  Dear BBB Representative,
  

  We are writing in response to the complaint filed against AmeriSafe Moving Services. After thoroughly reviewing the details of the move and the customers concerns, we have reached a mutual agreement with the customer to bring this matter to a fair and amicable resolution.
  

  As part of this resolution, AmeriSafe Moving Services will issue a $1,000 refund, and the motor carrier, Stanford Vanlines, will provide an additional $1,000 credit toward the cost of the move.
  

  While we believe that the charges assessed were valid and that the contract was followed, we understand that the customer was dissatisfied with certain aspects of their experience. In good faith, both parties have worked collaboratively to resolve the matter to the customers satisfaction.
  

  If any additional documentation or clarification is required, we are happy to provide it.
  

  Thank you for your continued support and assistance in mediating this matter.
  

  Sincerely,
  AmeriSafe Vanlines

  
  

• Initial Complaint

  Date:10/15/2025

  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.

  On 22Jul25 I was given a quote for moving services from AmeriSafe Van Lines of $3234.22 for a relocation from ******** to **** on 15Sep25. That quote was agreed upon and signed, then sent back to this moving company. It was listed out in the quote the size of the storage unit being packed up and the items in the storage unit. On 12Sep25 AmeriSafe sent me another quote change with an increase of the amount to $8143.05. The moving company informed me that they could receive payment via money order, which a bank money order was ready for the amount specified. On the date of delivery this company said they could only take postal money order or Zelle for payment to deliver my household goods. The transaction was completed at the storage facility delivery. The manager of the storage facility contacted me that about 30 minutes later it was videotaped on camera that this moving company attempted to gain access to the storage facility with no reason to be there. Which triggered the fire alarm in the facility to have the police department to respond.

  Business Response

  Date: 10/27/2025

  Dear BBB Representative,
  

  We are actively working with the customer to resolve the complaint they have filed against AmeriSafe Vanlines. Currently, we are awaiting additional information from the motor carrier to make an informed decision and reach a satisfactory resolution.
  

  In order to ensure we address this matter thoroughly and appropriately, we kindly request an extension. We will submit our response with a proposed resolution no later than November 7, 2025.
  

  Thank you for your understanding and assistance. Please feel free to reach out if any further details are needed in the meantime.
  

  Sincerely,
  AmeriSafe
  

  
  

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 24019362
  
  I am rejecting this response because: the compensation amount of $500 is not sufficient to cover the additional charges from AmeriSafe moving company.  We do understand that a full refund will not be made because there were services provided.  However a more feasible refund amount could be offered. The initial quote stated approximately $3300 and the final charge was approximately $8100.  This is still a significant additional charge.  This company has truly misrepresented themselves and not communicated charges from the beginning.  Thank you for your time and attention.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/03/2025

  Thank you for the opportunity to provide clarification regarding Ms. ******* move.
  

  From the initial estimate, there was a verified increase of ***** cubic feet of space, along with additional packing services required at the time of pickup. The additional space was calculated at the same rate provided on the original estimate, in full compliance with ********************************* (***) regulations.
  

  Please know that the increase in charges is directly related to the expanded space and additional services performed at pickup, as confirmed by the carriers Bill of Lading and inventory documentation. The final cost accurately reflects the total cubic footage, packing materials, and labor that were required to complete the move.
  

  After a comprehensive review of this file and all supporting records, the offer of $500 remains our final resolution. We understand this may not be the outcome the customer was seeking; however, given the verified changes in shipment size and services rendered, no further refund can be approved.
  

  We appreciate the BBBs time and attention to this matter and confirm that AmeriSafe has made a good faith effort to resolve the customers concerns within the framework of documented regulations and contractual terms.
  

  Kind regards,

  AmeriSafe Vanlines

  Customer Answer

  Date: 11/09/2025

   
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all when I called them, I told them what I want is gonna put into the move and what I wanted. They were verynice very charming so they would give me a discount. I told them certain things I added 50 boxes. I added all my stuff that I was be taking he did not listen. He only put what he wanted to And then when they came to pick up my stuff after I paid $5000 cashier check then they came and packed my stuff which they did not do a great job took them three hours and they didnt even pack itcorrectly. I have things boxes that are squished, broken, and I lost dishes that I cant replace that were antiques that were given to someone who passed away from a relative. I have my mother stuff that was broken and that was passed away just very unprofessional. I had to pay another $9000 on top because they scanned me out of the 50 boxes and then they also scanned me one of my hutches after he was done with me. He was rude supposed with the guy that handled me, **** from *********************. I would never use him-again plus the fact that they took advantage of a senior with disabilities and a mom with kid moving across the country. Its the worst thing ever.

  Customer Answer

  Date: 10/17/2025

  They just called me and tried to pay me off $1000 because I reported them to the Better Business Bureau plus they were rude and arrogant and said it wasnt them and it was the other companies that they work with them, but I was told it was a close circuit company and they are responsible for the way they behave in the way that care and handle our belongings. This is not true because all of my boxes were crushed mostly and I lost things that I cant replace. I would like something done by these people because theyre just taking advantage of everybody.

  Business Response

  Date: 10/17/2025

  AmeriSafe Moving Services appreciates the opportunity to respond to this complaint. We sincerely regret that the customer experienced such frustration and disappointment throughout the moving process. We fully understand how upsetting it can be to have items damaged or to feel that expectations were not met.
  

  It is important to clarify that AmeriSafe Moving Services is a licensed moving broker, not the motor carrier. Our role is to coordinate moves between customers and federally authorized carriers. We do not handle, transport, or store customer belongings, and we do not process claims for damages or missing items. Those matters must be addressed directly with the assigned motor carrier or their designated claims company in accordance with federal moving regulations.
  

  That said, we truly sympathize with the inconvenience and distress this situation has caused. As a gesture of good faith and in acknowledgment of the difficulties the customer experienced, ********************** offered a $1,000 goodwill payment, which the customer has accepted. This offer was made not as an admission of fault, but as a sincere effort to resolve the matter amicably and in recognition of the frustration surrounding the move.
  

  AmeriSafe remains committed to assisting customers wherever possible within our capacity as a broker and to promoting transparency and professionalism in every relocation we coordinate.

  
  

  Customer Answer

  Date: 10/17/2025

   
  Complaint: 24013119
  
  I am rejecting this response because: they tried to pay me off and silence me, and they would not acknowledge their behalf of what their company practices they will not give me any satisfaction of listening to my needs or caring about who I am and whats important to me. I dont really care about the friggin money I care about the sentimental stuff that I had that Ive had for over 10 years and that was handed down from people that were over 50 years and theres been formal complaints about this company on the way they do things even if they are brokers. Theyre supposed to handle themselves with professionalism and they did not.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 10/20/2025

  Ive been unpacking and Im finding more and more stuff thats been broken that hasnt been packaged correctly. My TV. Which is a 65 inch smart television and its cracked on the screen and then Im finding other things that I havent even unpacked that are cracked and broke it and the only thing I get for them is sorry we cant help you and the only offered me $1000 I think you guys need to do something about this.

  Business Response

  Date: 10/21/2025

  AmeriSafe Moving Services sincerely appreciates the opportunity to respond to this complaint and would like to begin by expressing our heartfelt regret for the frustration and distress this experience has caused. We understand how upsetting it can be to experience damage to items with significant sentimental value, and we truly empathize with the difficulty this situation has created for you.
  

  We want to clarify that at no point did AmeriSafe attempt to pay you off or silence you. The goodwill gesture of $1,000.00 that we refunded to your credit card was simply an acknowledgment of the challenges and frustration you encountered during your move. It was intended to demonstrate our concern and commitment to addressing your experience, not to dismiss or minimize it.
  

  During our conversation, you expressed feeling scammed and taken advantage of as a disabled senior, and this is something we take very seriously. Please know that we would never take advantage of any customer, senior or otherwise. The gesture we offered was made in good faith, as an effort to show that we care and that we strive to conduct ourselves with honesty, professionalism, and respect.
  

  As a licensed moving broker, our role is to coordinate the move with the assigned motor carrier. We do not handle, transport, or store shipments, and claims regarding lost or damaged items are handled directly through the carriers claims department in accordance with federal regulations. While our ability to resolve claims directly is limited, we have consistently tried to assist and advocate where possible, including offering a goodwill gesture and providing guidance on filing claims.
  

  We are truly sorry that your experience caused you such stress and disappointment. Our intention has always been to act with fairness and professionalism, and we deeply regret that your perception does not reflect the efforts we made to support you.
  

  Sincerely, 

  AmeriSafe Vanlines

• Initial Complaint

  Date:10/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request repair of damage in move and also to report our experience with Amerisafe Moving. The move cost us almost ******* and we were coerced and bullied the entire time. Furniture was not reassembled and packing was poorly done. We were treated by Amerisafes customer service with yelling and hanging up on us, no one responded to my request regarding the damage caused in the move. I have moved many times and this was the absolute worst experience I have ever had. They took a deposit of 3500. And then tried to tell me that I had not paid for packing and the truck was too small. The entire inventory was checked by my husband and everything was accounted for so they knew exactly what they were moving. They refused to reassemble furniture - stating they had another job- even though I confirmed and reconfirmed they would not need 2 days they in fact did need two days. It was absolutely horrible. They have not responded to emails, texts or calls.

  Business Response

  Date: 10/21/2025

  AmeriSafe Moving Services appreciates the opportunity to respond to this complaint and sincerely regrets that the customers ********************** experience did not meet expectations. We understand that moving can be stressful, and we empathize with the frustration caused by any difficulties during the process.
  

  We would like to clarify that we made several attempts to contact the customer regarding this matter. Multiple phone calls were placed, voicemails were left, and emails were sent requesting that the customer contact us so that we could work toward a resolution. Being that we were unable to reach the customer, we have refunded the requested $400 to the card used for the initial deposit payment as a good faith effort to resolve the concern.
  

  Regarding the non-reassembly of furniture, AmeriSafe was not made aware of any requests at the time for reassembly. Had the customer contacted us, we would have ensured the motor carrier dispatched a crew to assemble any items that were disassembled at pickup. At the time of pickup, the customer was informed that a partial packing service was included in the original estimate. Any additional packing or assembly beyond what was included would have required additional charges added to the Bill of Lading at the time of pickup.
  

  Finally, any damages to items must be processed through the motor carriers claims process, as AmeriSafe is a licensed broker and does not physically handle, pack, or transport customer belongings. Our role is to coordinate the move and ensure that customers have the necessary information to file claims with the carrier. We have also sent the claims information and instructions to the customer vial email. 
  

  ********************** sincerely regrets that the customers experience was frustrating and appreciates the opportunity to provide clarification regarding our attempts to resolve these concerns. We remain committed to transparency, professionalism, and assisting customers within the scope of our role as a broker.

• Initial Complaint

  Date:10/08/2025

  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 hired AmeriSafe Moving Services, **** (d/b/a AmeriSafe Van Lines / AMS Moving Inc.) in Sept 2025 to move from **********, ** to ***************, **. The experience has been misleading, stressful, and costly.When booking, **** told us by text delivery would take 45 business days. Later, ******* ****** emailed 714 days. After pickup, *** said the contract actually allows up to 21 business days from the First Available Delivery Date (FADD). Our shipment was picked up 9/17/25 and could legally arrive as late as 10/22/25 more than a month later despite the shorter timelines used to secure our booking.Pricing also changed multiple times. We expected a modest increase for about 10 extra boxes and a few added items but the total nearly doubled. On pickup day the carrier (************) required us to sign an altered/blank contract and later changed charges using white-out. AmeriSafe and *** asked for payments in cash, Zelle, or CashApp. After we finally negotiated and paid the pickup fee a week after pickup, another $225 was demanded with no prior disclosure. Stairs/elevator/long carry fees were buried in fine print but never clearly explained, though we told them upfront about our 3rd-floor and freight-elevator destination.The handwritten inventory was inaccurate and incomplete. We asked for photo confirmation but got no response. On delivery, many large items were missing, including: two work monitor boxes, kids box, keyboard/mouse box, two plastic bins and one box (tools/misc), standing desk, two desk chairs, three lamps, two end tables, coffee table, kids electric red car, stroller, and wall tower shelf.Customer service deflects responsibility to the carrier and insists its the customers job to decipher fine print. These practices feel unfair and deceptive, leaving consumers vulnerable once belongings are picked up. We request accountability for missing items and investigation into misleading sales, surprise fees, and shifting delivery timelines.

  Business Response

  Date: 10/14/2025

  AmeriSafe Moving Services appreciates the opportunity to respond to this complaint. We sincerely regret that the customer feels dissatisfied with their ********************** experience.
  

  As a gesture of good faith, AmeriSafe has already issued a $300 refund to the customer in acknowledgment of the inconvenience experienced during their move.
  

  It is important to clarify that the concerns raised by the customer are either:
  

  Clearly outlined in the signed estimate (which contains no fine print), including the explanation of delivery timelines, potential additional service fees, and the process for determining final charges based on actual space used; or
  

  Matters that must be addressed directly with the motor carrier, such as missing or damaged items, which are handled through the carriers designated claims process as required under federal moving regulations.
  

  The additional cubic footage charges, service fees, and delivery window are all described within the customers signed estimate, which complies with federal disclosure standards. AmeriSafes role as a licensed moving broker is to coordinate the move and ensure compliance between the customer and the assigned carrier; we do not handle or process claims for damages or missing items.
  

  We hope this clarifies the matter and demonstrates our good faith efforts to resolve the situation. AmeriSafe remains committed to transparency and to ensuring our customers receive fair and professional service.

  Sincerely, 

  AmeriSafe Vanlines

  Customer Answer

  Date: 10/15/2025

  AmeriSafe issued a $300 refund, referencing our BBB complaint. While we appreciate the acknowledgment, this refund does not resolve or settle our case. Our belongings remain missing, and we continue to experience losses related to contract alterations, undisclosed fees, and delivery delays. We are maintaining our complaints with the ***** and the Attorney Generals offices until all issues are fully addressed.
  
  Ric & ******* ****
  
  

  Customer Answer

  Date: 10/15/2025

   
  Complaint: 23989024
  
  I am rejecting this response because:

  When we called to confirm our quote, we told **** we had additional items. He said to let the carrier know once they called. We did exactly that. *** confirmed it would be no problem. However, when they arrived, they told us we had only paid for 4.33 cubic feet, which is far too small for a two-bedroom move.
  
  
  We knew there would be an increase for the added items, but the price changed three times. The photos VRT texted us of the revised paperwork had white-out on the numbers, and our signature was missing. After we complained about the sudden upcharge, our shipment was delayed and several large items went missing.
  
  
  AmeriSafe later agreed to honor the original quote which was never our demand. We only wanted fair, transparent pricing. After paying their invoice, *** demanded another $225 via Zelle or CashApp, claiming new fees that easily could have been included in the main invoice.
  
  
  When we finally received the inventory list, it was incomplete and disorganized pages missing, numbering inconsistent, and items unaccounted for. AmeriSafe insists they see no discrepancy, but anyone reviewing the documentation can see the math doesnt add up.
  
  This experience reflects a pattern of deceptive coordination between AmeriSafe (the broker) and VRT (the carrier), where customers are misled, pressured to pay extra after pickup, and left with missing belongings.
  
  
  Ric & ******* ****
  
  
  
  

  Business Response

  Date: 10/17/2025

  AmeriSafe Moving Services appreciates the opportunity to respond to this complaint. We sincerely regret that *** and Mrs. **** feel dissatisfied with their moving experience, as it is always our goal to ensure that each customers relocation is handled as smoothly as possible.

  As a gesture of good faith, AmeriSafe has already issued a $300 refund to the customer in acknowledgment of the inconvenience experienced during their move. There is no additional compensation available, as this refund exceeds any further obligation under the terms of the signed estimate and governing federal regulations.
  

  It is important to clarify several key points:
  

  Estimate and Pricing The signed estimate clearly outlines the pricing structure, including that final charges are based on the actual space used, not the estimated space. It also explains that additional fees may apply at the time of pickup or delivery depending on the services required. These terms were reviewed and agreed to by the customer prior to scheduling the move, and the estimate complies fully with ******************************************* (*****) disclosure standards.
  

  Delivery Timeline The customers goods were transported via a shared-load semi, which is standard practice within the industry. The ************************************ (***) allows motor carriers up to 30 business days from the customers First Available Delivery Date (FADD) to complete delivery. In this case, the delivery was completed within that timeframe and was not delayed due to the pricing dispute.
  

  Missing Items The items the customer claims were missing do not appear on the signed estimate inventory or the motor carriers official inventory list. Because there is no record of these items being loaded, a claim cannot be filed for them. AmeriSafe does not handle, transport, or store customer belongings, and all claims for loss or damage must be filed directly with the carriers designated claims company, as required under federal regulations.
  

  Broker Role AmeriSafe Moving Services is a licensed moving broker, responsible for coordinating moves between customers and authorized motor carriers. We do not operate trucks, handle shipments, or process claims. Our role is to ensure that all parties remain compliant with federal guidelines and that customers have the appropriate information regarding their move.
  

  We have previously explained this information to the customer during telephone conversations, via email, and we have provided as much support as possible throughout this process. We hope this response clarifies the matter and demonstrates our good faith efforts to assist and resolve concerns.
  

  AmeriSafe remains committed to transparency, fairness, and professional service for all of our customers.

  
  

• Initial Complaint

  Date:10/02/2025

  Type:Order 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 am filing a formal complaint against Amerisafe Movers, with whom I contracted to move my household belongings. My experience with the company has been deeply unsatisfactory, and I believe their business practices are deceptive and harmful to consumers.After contracting with Amerisafe, I discovered that they had brokered my move to We Haul Movers, who then brokered me out to smaller "moving companies" without my knowledge or consent. This resulted in serious delays and damage.I moved on May 20th, and although the movers were scheduled to arrive at 10 A.M., they did not arrive until 5:30 P.M. I actually ended up loading boxes onto the truck, which I am sure is a safety violation. The move was not completed until nearly midnight.Then I did not receive my belongings until mid-July. I was given 15 minutes' notice before the movers showed up. As I was unpacking the glass items, and every single piece was broken, the movers told me they wrapped everything backwards. So how were these professional movers?I hired Amerisafe for a long-distance move and paid approximately 14K expecting professional care and service. They offered me ***** dollars for all of the damage. In addition, I am also missing items which Amerisafe just ignored. If I took the thousand dollars, I was not allowed to leave reviews or share my experience, effectively trying to silence me from sharing my experience. I was working with ***** ********* who just fell off the map and decided to ghost me, which is why I am now hoping the BBB can help me. In essence, I am submitting this complaint so that the BBB is aware of Amerisafe's practices and so future customers can be better informed.I have attached a few pictures, there are many more which Amerisafe has already had access to see.Thank you,****** *******

  Business Response

  Date: 10/14/2025

  AmeriSafe Moving Services appreciates the opportunity to respond to this complaint and sincerely regrets that the customer had a negative experience with their move.
  

  After reviewing the file, we would like to clarify the following:
  Refund Offer: As a gesture of good faith, AmeriSafe is willing to issue a refund of $1,500 back to the card used for the initial deposit.
  

  Claims and Damages: The customer did not purchase Full Valuation Protection coverage and was therefore covered under the Basic Valuation Protection plan, which reimburses at a rate of $0.60 per pound per article as required by federal guidelines.
  

  Communication and Prior Offer: The customers complaint regarding the condition of the items and delays was not ignored at any point. In fact, ***** ********* from our office sent an email offering $1,000 in compensation in response to her concerns. We never received a reply to that message.
  

  We understand the customers frustration and acknowledge that her experience fell short of expectations. However, its important to note that AmeriSafe acted within the terms of the signed agreement and federal regulations governing interstate moves.
  

  To resolve this matter, we are extending a final offer of $1,500 as a good faith resolution. Once the customer confirms acceptance, we will send an email to confirm and promptly process the refund to the original payment method.

  Sincerely, 

  AmeriSafe Vanlines 

  Customer Answer

  Date: 10/16/2025

  I am just writing to let you know, I did respond to their original email and I received no response from Amerisafe which is why I brought this to the BBB.

  I am willing to accept their response, because honestly I cannot seem to get anywhere with Amerisafe or the other 3 companies I was brokered out to. 

  I just hope they actually refund the amount.

  Thank you for your help with this matter,

  Sincerly,

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

  Customer Answer

  Date: 10/20/2025

  I have two concerns, One, will this company actually pay me...This company has lied repeatedly to me, so it is difficult to "believe" them. Also, if I do accept does that mean I can no longer share my experience with this company?

   

  Thank you for any insight you can provide,

  ******

  Customer Answer

  Date: 10/21/2025

   
  Better Business Bureau:
  
  Although, I did respond to them and some claims Amerisafe is making are false. I have decided to accept this response.

  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:09/29/2025

  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.

  I contracted with a company to move my belongings from **********, Nm to the Villages *******. They picked up on July 28th with a drop off scheduled for August 19th. I was not contacted and my goods have not been delivered. Minimal communication has been provided and it has all been at my request. Amerisafe contracted with Top Moving ******* for the move. Top Moving provides an automated response to inquiries, and Amerisafe says they can't tell me where my shipment is or when or even if, it is to be delivered. I have paid deposits to both companies.

  Business Response

  Date: 10/08/2025

  Good Afternoon,

  We understand how frustrating this delay has been and sincerely apologize for the inconvenience.
  

  The most recent update we have received from the motor carrier, Top Moving *******, indicates that your goods are estimated to be placed into transit next week. Once the carrier provides any additional updates, we will promptly forward that information to *** *******.
  

  As the moving broker, AmeriSafe does not have control over or the ability to determine the specific delivery date once the shipment has been picked up by the motor carrier. Based on Top Moving ******** published tariff, the carrier has up to 30 business days from the customers First Available Delivery Date (FADD) to complete delivery. Should the carrier deliver beyond that timeframe, they are required to provide compensation in accordance with their tariff provisions.
  

  We will continue to monitor this closely and assist in obtaining updates from the carrier on your behalf. AmeriSafe is willing to offer *** ******* $200 as a good faith gesture for the delivery issues that she has incurred. 

  Sincerely, 

  AmeriSafe Vanlines

  
  

  Customer Answer

  Date: 10/09/2025

   
  Complaint: 23947295
  
  I am rejecting this response because: while this company might be a broker, they made little to no effort to find my shipment. They are contractually responsible for the carrier they hired and for my shipment  when I called I was gaslighted with the implication that they were not responsible and they were making a good faith effort to contact the carrier. Additionally it is not true that the carrier has 30 business days from the original date of delivery. It is 30 days from pick-up. 

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

  Business Response

  Date: 10/13/2025

  Ms. *******,
  

  Per the motor carriers published tariff, the carrier has up to 30 business days from the First Available Delivery Date (FADD) provided by the customer to complete delivery. According to the carriers records, you were contacted to accept delivery on your original FADD, but you were not yet prepared to receive your shipment, and the delivery was therefore rescheduled.
  

  Based on information from the dispatcher at Top Moving, your delivery was expected last week. While AmeriSafe does not control the carriers scheduling or transit operations, we have remained in contact with them to ensure that your delivery is completed as soon as possible.
  

  As a gesture of goodwill, AmeriSafe has issued a $300 refund to you to help offset the inconvenience caused by the delay.
  We understand this process has been frustrating and appreciate your patience as the carrier finalizes delivery.

  
  

  Customer Answer

  Date: 10/15/2025

   
  Complaint: 23947295
  
  I am rejecting this response because: There was no attempt by either company to contact me regarding a delivery date. The ***** states delivery must be made within 30 days of the pick-up date, not the date of first available delivery. Additionally, ***** indicates I am owed a per diem for every day the delivery is late, and I must be kept informed on a delivery date. Every contact has been initiated by me. Both the State Attorney General and the ***** are investigating Amerisafe and Top Moving. I allege I was defrauded, and as an older adult, I have additional rights regarding an immediate remedy.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/12/2025

  Type:Order 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 paid for a move from ************** to ************ on April 21, 2025. I also questioned ****** about the items listed and he said it didn't matter as long as the space was allotted. I paid $935 for the first installment of a total balance of $2536.76. I paid the second installment on 5/9/2025. I was informed the storage was bigger than dimensions given. I was told that I had to pay $1210 for them to load. I agreed. I also was never sent a new bill of lading. The contract says no price changes without signing new bill of lading. They requested it be paid on cash app. The dispatcher told me she would be my point of contact. Every time I reached out to her, she stalled with responses and made excuses. She told me the truck was broke down in *********. I was told on multiple occasions the truck was 2-5 days out. I was told I would be given a significant discount for the delay, but nobody has said what the discount would be. When I reached out to Amerisafe the reps were unprofessional, hung up on me more than once, and very nonchalant about it being months since my belongings were picked up. The company did nothing to help the situation. I last spoke with them last 9/4/2025 and the items were moving, and the dispatch would call me back to update on ***. They have yet to call.

  Business Response

  Date: 09/19/2025

  We would like to begin by sincerely apologizing for the frustration and stress this customer experienced during their move. We fully understand how important timely communication and delivery are, and we regret that this situation did not meet those expectations.
  

  To clarify, we do have a copy of the Bill of Lading from the motor carrier for this shipment that is signed by the customer or tire representative. While there was indeed a delay in delivery, the motor carrier provided compensation to the customer in accordance with their published tariff, which is the legal standard for such situations.
  

  That being said, we recognize that the delay and the lack of clear communication caused an inconvenience. As outlined in the original estimate, AmeriSafe acts solely as the broker and does not have authority over the delivery timeline once the shipment is in the carriers possession. Delivery schedules are estimates only and are subject to many factors such as traffic, weather, unforeseen mechanical issues, and other circumstances outside of our control.
  

  Even though the motor carrier has already compensated per their tariff, AmeriSafe would like to offer, as a gesture of goodwill, a refund of $500.
  

  We truly appreciate your patience and the opportunity to address this matter.

  Sincerely, 

  AmeriSafe Moving

  Customer Answer

  Date: 09/30/2025

  The items has been delivered. However, hardware  to both beds nowhere to be found, my mattress was rolled up like a burrito, tape peeled the paint off my head board. Also the moving company did not adjust any pricing for the time they were late. They asked me to pay the price and then it would be refunded because DOT had to determine how much was owed to me. So I have not been compensated. I also have had no communication with the moving company. 

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23874485
  
  I am rejecting this response because:

  The items has been delivered. However, hardware  to both beds nowhere to be found, my mattress was rolled up like a burrito, tape peeled the paint off my head board. Also the moving company did not adjust any pricing for the time they were late. They asked me to pay the price and then it would be refunded because DOT had to determine how much was owed to me. So I have not been compensated. I also have had no communication with the moving company. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/01/2025

  We appreciate the opportunity to clarify this matter.
  

  Please note that the issues described regarding missing hardware, mattress condition, and damages to furniture are matters that fall under the responsibility of the motor carrier, Trueway Moving, not AmeriSafe. Per federal regulations, all missing and damaged items must be addressed through the claims process. The carrier has up to 9 months from the date of delivery to review and respond to any submitted claims.
  

  Regarding the late delivery, AmeriSafe has already initiated contact with the carrier on your behalf to determine the amount owed to you under their tariff. This is the proper process required by the *****************************
  

  Additionally, while AmeriSafe is not required to provide any monetary refund, we have extended a $500 goodwill gesture in an effort to resolve this matter amicably.
  

  We encourage you to complete the claims process as soon as possible to ensure your concerns are properly addressed.

  
  

  Customer Answer

  Date: 10/09/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/08/2025

  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.

  Amerisafe improperly communicated total costs, delivery date, and payment options. Amerisafe subcontracted with First Class Movers. Amerisafe quoted a much lower price despite me inflating how much property we needed to be moved. We were charged over $800 more. In addition, I asked what payment options were available and they said we could pay by credit card, which was not an option for final delivery. Additionally, we were told our property would arrive by the date we requested, however that didn't happen and our property arrived 8 days later. Our biggest complaint by far: Our property was stored prior to final delivery and when we received it all of our property plus other customer's property smelled like sewage. The driver stated our property was stored in **********, ** and the facility smelled like sewage when he picked it up. We had to throw away numerous items and wash others multiple times to get rid of the smell. Also, numerous items were damaged beyond repair. Fragile items were packed on the bottom of the trailer with heavier items on top.I have addressed my complaints with both First Class Movers and AmeriSafe and neither are taking responsibility. Communication with both is very poor.

  Business Response

  Date: 09/19/2025

  We sincerely apologize for the frustration this customer experienced during their move. We would like to provide clarification on the concerns raised.
  

  The increase in cost at the time of pickup was due to the customer requiring a small amount (100 cubic feet) of additional space on the truck. This was not a discretionary charge, but rather the result of the way the items needed to be stacked and loaded in compliance with DOT safety regulations.
  

  We also understand the customers preference to pay with a credit card at delivery. However, per the terms outlined in both the signed estimate and the motor carriers Bill of Lading, payment at the delivery location must be made with certified funds. Credit card payments are not an option at the point of delivery, and this policy is disclosed in the contract documents.
  

  Regarding the damages and odor issues, AmeriSafe does not directly process claims. As the broker for the move, our role is to coordinate the transportation services. We have provided the customer with the claims information for the motor carrier so that a claim can be filed through the carriers insurance. This is the proper channel to address and resolve damage concerns.
  

  That said, in recognition of the complications during this move, AmeriSafe is willing to extend a $300 goodwill refund to the customer. While this does not replace the formal claims process, it is intended as a gesture of good faith to acknowledge the challenges experienced.
  

  We regret the inconvenience this customer has faced and remain available to assist with the claims process to ensure it is handled appropriately.

  Sincerely, 

  AmeriSafe Moving 

  Customer Answer

  Date: 09/19/2025

   
  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,
  
  ******** *********