Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2022

  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.

  City Moving Group LLC Long distance move from *******, ** to *******, ** in May 2022 Order number: #C8020178 Total cost of moving: Approximately $2,500 paid to City Moving Group LLC I hired City Moving Group LLC to handle my long distance move. When my items finally arrived, the moving boxes were broken, smashed and in generally very poor condition. In addition, 4 large moving boxes and 1 bedside nightstand were missing. These missing items were worth over $2,000 in total. Each time I would reach out to try and get an update on my missing items, it would take days to receive a response. Each response noted that they could not find my items. They were working with a company called ******************** (********: *******, MC: ******). NW Relocation provided me with the name of an insurance claim provider (*******************). After processing my claim, they only agreed to pay out $87, an embarrassingly low number related to the total value of my lost items. All the while, City Moving Group and NW Relocation never notified me again about the status of my missing items. The overall customer service and experience was extremely poor.

  Business Response

  Date: 09/21/2022

  Hello,

  We are sorry to see that items were damaged/missing, this matter would need to go through the carrier as they are the team that actually handled the goods. We were in agreement contractually that we the broker are not responsible for broken/missing/damaged items. If further assistance is needed and the missing items have still not been delivered, please reach out to our customer service department and we'll attempt to contact the carrier. 

   

  Thank you,

  -City Moving Group

   

• Initial Complaint

  Date:08/15/2022

  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.

  City Moving Group offered me a moving contract on 7/30 with a move date of 8/1-/8/3. On the phone I was told that they could complete the move by the 3rd at the latest. After agreeing to provide them a deposit of ******* I was charged ******* from the account provided for the electronic check. On 8/3 their movers did not arrive, and I received a call delaying my movers until 8/4 between 1-3 pm, when they did not arrive at this time they said the mover would be there between 3-4 pm. Again they did not arrive and I was delayed until 6-8 pm. In that window they also did not arrive. By this time the 72 hour window for cancellation as per their contract had passed, and they are entitled to the full deposit based on what I signed. On that evening I verbally requested a cancellation of the service and refund of my deposit. I heard from them again on 8/6, now saying that they had arranged a mover and could pick up my belongings, but after the past experience I could no longer trust them with my belongings or to arrive on time. I recently spoke with one of their members, and they said they could only offer about 209 in refund to me, or keep my move service for another date. At this point I requested to receive back what I had paid in full or to speak with the manager or a complaint would be filed. I have yet to hear back from them since. I do believe I was deceived as to their ability to fulfill the move according to the dates in the original document, and the contract they present protects them as "moving brokers" and frees them of responsibilities to complete the move as scheduled while allowing them to retain the deposit.

  Business Response

  Date: 08/16/2022

  Hello,

  As we have explained to ************ we set the dates as a 3 day pickup window in the event there are delays, this is done for all moves this time of the year. Being that his pickup was location in ******, ** this is a tough pickup. This is why our agreement he signed states we cannot guarantee pickup or delivery dates. To sign that agreement and then when the unfortunate situation occurs, to take negative action on multiple review sites to harm our reputation is simple defamation. 

  ************ has been given his options and this will not change by involving the BBB.

   

  Good day,

  -City Moving Group

• Initial Complaint

  Date:08/12/2022

  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.

  On June 14th we hired City Moving Group to move our house hold belonging from ** to CO. The quote for the move after a full inventory of our belonging was $8482.00. On June 20th we spoke with **** at City Moving Group to complete the ** call. Once again went through inventory of our belongings including measuring ALL furniture - was told we would need more space on moving truck and had to pay an extra $2921.04 making the total cost of the move $11,403.04 this included 30 days free storage. Additional storage time would be $****** per month if needed; we were told our belongings would be stored in their ****** warehouse. On June 24 the movers arrived Movers arrive at our home. We were expecting a truck from City Moving but the truck said Luxury Logistics on a magnet tag. They did show us paperwork from City Moving Upon going through our inventory they claimed we would need to pay for extra space on their truck because City Movers under-estimated the space need. Once they loaded ALL of our belongings on to the truck they told us we needed to pay an extra $6,994.59 - 1/2 payable that day (in addition to the $2950.00 money order we had to pay that day per the original agreement) and the balance due upon delivery of our belonging in **. We also found out at this time that our belongings would be stored in **********, NOT ******. July 8th Received a bill from Luxury Logistics for $1500 to cover storage. I spoke to ******* and Luxury Logistics to inquire as to why our storage fee went from ****** from *******. Received a call from phone number ***************** (***********) saying that if we did not pay $6994.00 with in 15 day our belonging would be auctioned off. I tried to have them explain why the costs kept increasing, but could not get a clear answer. We immediately contacted the ******************************************* again to update them. To date the money the movers are demanding is 116% over the original quote.

  Business Response

  Date: 08/13/2022

  Hello,

  On June 9th, after receiving your phone call requesting a moving estimate, you mentioned receiving a quote from Allied. You emailed ******, our moving coordinator, the Allied quote in which you requested we include the same inventory listed for the moving estimate being that they performed an in-home estimate. ****** did an identical match of the inventory in which Allied prepared.  After reviewing the moving estimate with ****** you completed an electronic signature to reserve your move.  You then completed a thorough verification process with a customer service representative who reviewed the key points of the move with you, ensuring information is accurate, while also making you aware of the moving process and customer responsibilities. 
  
  
  Prior to every move we place a ***************** call allowing customers the opportunity to add or remove items from the inventory.  We expect almost every customer to have some sort of adjustments to make.  At this time you added goods, the move became larger and we signed a new moving estimate agreeing to its terms. This was the first cost increase, one which you were fully aware of and in agreement with. 
  
  
  
  After reviewing the carriers bill of lading there were once again additional items we were unaware of, see below-
  2 Suitcases
  8 Winter tires
  2 Ski Bags
  2 Bike bags or Bikes
  1 Bike Stand
  1 Golf bag
  1 Hamper
  1 extra dog bed
  1 Desk chair
  1 "solo stove"
  1 Ladder
  2 Sawhorses
  3 Duffel bags
  Drying Rack
  Metal shoe rack
  Sleigh (sledding)
  A Few stools..
  1 large Mirror
  
  
  This would again increase the cost of the move, which we would think you understood, being that you signed the carrier's revised estimate onsite and agreed to its terms.  We did not receive any calls from you on moving day regarding any issues or complaints.  If your move is larger in size or there are additional items to be transported then it is only fair that the cost of the move increases with it.  This is stated very clearly in our agreement.  The carrier made you aware of the additional space needed and you decided to move forward knowing this is a larger and more expensive move.  
  

  Being that the customer has committed fraud and bounced multiple checks, this matter is currently being handled by our legal department. We have also been contacted by a third party who is also investigating the customer for the check fraud as well. Any further correspondences would need to go through *******************************

  Thank you,

  -City Moving Group
  
  
  

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17709603
  
  I am rejecting this response because:

  To clarify the response by City Moving Group - I dispute the fraud was committed on our in writing fraudulent checks.  We Stopped payment on 2 checks after consulting with the ************* Carrier Safety Administration.  I regards to the list of "extra" items - we do not dispute that.  What we dispute is that these extra items should cost a price increase of 116% over what we were originally quoted.  The fact is we ran out of space on the truck when only 1/4 of our house furniture was loaded on to the moving truck. This did NOT include any of our packed boxes (which were counted and measured) and part of the quality control call.  The moving company City Moving sent to us - Luxury Logistics even told us that "they do this all the time" and that "this is how that secure the contract".   One the day of the move when I called City Moving Group to ask about the THIRD price increase as well as why we were not quoted to correct amount of space, no one called me back, as well as that no one would take any of my calls after that.  This behavior led us to believe this was a scam and we canceled the extra payments.  To date we have paid $7,842.00 to City Movers and Luxury Logistics on a quote that was originally $8482.00 and is now $$18957.11

  Also we are not the first to have this issue with City Moving Group;

  See here for similar complaints https://www.mymovingreviews.com/movers/city-moving-group-llc-32641 AND on the BBB website

  https://www.bbb.org/**/**/*************/profile/moving-brokers/city-moving-group-llc-0633-90614427/complaints

  We have tried repeatedly to work this out wit both City Moving Group and Luxury Logistics - the refuse to answer our questions as well as just end up threatening us.  We are happy to pay what is reasonable and have tried to work that out, but we get no where.

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

  Business Response

  Date: 08/17/2022

  Hello,
  At no time would the **************************** advise the customer to cancel a check under these circumstances. Contracts were signed carriers were dispatched and on-site. This is not fraud. The issue is the customer continued to produce additional items, prior to pickup and on-site with the carrier which came at a surprise and would be the reason they did not have enough space on the truck. This is not the end of the world as they can dispatch another truck for the load, however, the customer has to pay for what they move. Furthermore, checks were bounced prior to the carrier even arriving. 

  City Moving group has provided all the available information pertaining to this case, again this has become a legal matter and City Moving Group has no further feedback to provide at this time. 

  Thank you,

  -City Moving Team

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17709603
  
  I am rejecting this response because:

  To date we have not heard from City Moving Group, nor have they responded to any of our attempts to reach them.  We have not heard from their legal team, but at this point would welcome correspondence from them.  In my previous reply I attached correspondence from the ***** advising us to stop payment as well at our ***************** and the ******************* Police.  

  We are now filing civil litigation against City Moving Group, and are working with the **************** to investigate them for fraud - all info can be obtained with the ******* ****** of *************************************** style="font-size: 0.875rem;">Sincerely,
  

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

• Initial Complaint

  Date:08/10/2022

  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 contracted with City Moving Group, LLC for $4623.80 on May 4, 2022 with a moving date of June 25, 2022. Our contract was passed to Luxury Logistics with no communication that different company would be coming to collect our household items. Luxury Logistics showed up with a different contract and different fees that added up to $6753.80. We expected a few add-ons for extra stirs and the like, but not the $2130.00 difference. Damage was done to our house and we were instructed to get and estimate, which we did for $165. We were contacted via email twice and never received compensation for the damage. Our items were finally moved at the very last possible date according to the contract. They did not arrive when promised and there was major damage to 3 items. We have not received any compensation for those items.

  Business Response

  Date: 08/11/2022

  Hello,

  Prior to every pickup, dispatch calls the customer and notifies them who the carrier will be and who they need to make the money orders out to. We are very clear as to being a broker in the moving industry as this is a broker driven industry. We are not responsible for any broken/damaged items as we never touched the goods. This too is also gone over contractually. Broken and damaged items would be an insurance claim. If compensation was being offered this would come from the carrier for the damage to the home. If the customer would like for ********************** to advocate on their behalf, please reach out to the customer service department.

  Thank you,

  -City Moving Group