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:08/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for a moving company and new start relocation contacted me. They kept telling me they were privately owned family owned business. I to a man named *****. I asked him at least six times. Are you gonna send some other third-party moving company to get my stuff and hepromised me no I gave him an itemized statement of everything I was taking which is on the bin of ******. The volume they said I had was 503 ft. while their partners or eagle Moving group shows up and says I have 1100 ft. mean he just looked around. It wasnt like he even wrote anything down and they wanted $4000 more so I said forget it because I donthave $4000 thank God they didnt load my stuff up so now I want my $1400 back so I can hire some movers that are trustworthy both the reviews which is my stupidity I didnt my due diligence and I told new start relocation that Eagle movers could come back Monday and do another reassessment but after I have rather reviews they gothrough everybodys stuff they dont bring your stuff to you people Ive waited months so I dont wanna go with them. I dont want my stuff missing And who knows what they do so the only refund they say is you could have a partial refund to use within the next 12 of their services now why would I want their services when I want to get my money back and not use them Im supposed to be out ofmy apartment in two days And I dont have anybody to call and I dont know who to call. Im so scared to call anybody, but I need my money back so I can get moved back to ****. This is the worst experience of my life. This should happen to nobody, especially a senior citizen. And how convenient I cannot get a hold of ***** or ***** the manager she says she cant get her voicemail now to text her well you know shes blocked you. I know ***** has blocked me so I cant get a hold of anybody at that company

  Business Response

  Date: 09/01/2025

  Hello ******,

   

  It was nice speaking to you today we are happy that we have found a mutual resolution.

  We sincerely apologize for the frustration and distress the customer experienced during her interaction with our company. At New Start Relocation, we strive to provide transparent and respectful service, and it is never our intention for a customer to feel misled or unsupported especially during such a stressful process as moving.

  
  While we did act in accordance with the terms of the signed agreement, we understand that the customer was not satisfied with how the situation unfolded. In an effort to resolve this matter in good faith and provide closure, we have issued a full refund of $1,400 to the customer.

  
  We hope this resolution helps alleviate some of the stress she described and enables her to make alternative arrangements. We consider this matter fully resolved, and no further action is required from the customer.
  We wish her all the best in her move and future endeavors.

   

  Thank you

• Initial Complaint

  Date:08/21/2025

  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.

  Order *******. New Start Relocation (USDOT ******* / MC ********) brokered my interstate move to ******************** (USDOT ******* / MC 1474568).Broker payments: 08/07/2025 $750 and 08/12/2025 $1,075.84 (total $1,825.84). Pickup 08/13/2025 (NH).After pickup the carrier demanded wire/Zelle prepayment and added new charges (redelivery, extra labor) without a line-item invoice or tariff clause/calculation. My Accessorials page shows Redelivery = $1.00/cu-ft (min $850) but the redelivery row for my job is not selected (N/A). The *** allows destination payment by Postal Money Order or Cash.On 08/19/2025 the carrier refused my permitted destination tender of the undisputed $600 and left. Since then, I have asked for a line-item invoice + specific tariff ************* for any add-ons and requested ETA/driver contact; no compliant response. New Start has been unresponsive and has not assisted in securing delivery per the written terms.I filed regulator complaints (***** #****-03743; NY AG #1-1107527312; NJ DCA; FMCSA NCCDB #*********). Im seeking BBB help to obtain delivery per the contract or a broker refund.

  Business Response

  Date: 08/22/2025

  Hello,

  Thank you for bringing this matter to our attention.

  
  We have reviewed the concerns raised regarding Order N4140807 and would like to confirm that we spoke with the customer on August 21, 2025. During this conversation, our representative, ******, worked directly with the customer to reach a mutual resolution. As part of this agreement, we assisted by reducing the total cost to a flat rate of $1,400.

  
  We consider this matter resolved as of that conversation and agreement. If there are any further questions or concerns regarding this order, we are happy to assist.
  Please let us know how we can be of further help.

• Initial Complaint

  Date:08/11/2025

  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 hired this moving company for a move from *******, ** to *********, **. At each step of the way, they increased quote and payments, even threatening to hold my belongings if I do not match their increased costs. At the current time the cost is more than two times what was initially quoted.

  Business Response

  Date: 08/25/2025

  Hello,

   

  It was great speaking to you today. I am currently awaiting on a response back from your carrier in regards to a delivery update. I have also sent you an email in regards to a refund in order to remain good faith. I will be reaching out to you the second we get a response from the dispatch team informing us about the delivery.

   

  Thank you so much for your patience. 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23725199
  
  I am rejecting this response because there has not been a resolution reached yet. I am looking forward to your reply regarding my latest response.
  
  Sincerely,
  
  Dae **** ***

  Business Response

  Date: 09/11/2025

  Hello,

   

  
  We appreciate the opportunity to address this matter and value the feedback provided.
  In the spirit of good faith and with the goal of reaching an amicable resolution, we have issued a full refund of the deposit in the amount of $1,529.62.

  
  We are pleased to come to an agreement with the customer and hope this resolution reflects our commitment to customer satisfaction.

  
  If there are any further questions or concerns, we remain available to assist.

   

  Thank you.

  Customer Answer

  Date: 09/11/2025

   
  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,
  
  Dae **** ***

• Initial Complaint

  Date:08/02/2025

  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.

  I hired New Start Relocation for an interstate move after being told by the sales *** that it was his personal moving company and I could select a guaranteed pickup and delivery date. I later discovered they are a broker, not a mover, and they work under multiple company names registered to the same DOT number. This deception became clear after my deposit was taken and I could no longer reach the *** by phone or email.I paid a deposit based on a binding Bill of Lading with the remaining balance due at pickup and delivery. When I called to notify them of a possible delay in closing on my home, I was told I could either hope it works out for my scheduled delivery or pay up to $800 to reschedule. When I called back to resume as scheduled, I was told my cost had doubled without explanation and was pressured to pay a very large additional deposit with a vague promise of a refundone that was never honored. Despite ongoing calls and emails, I was placed on hold, disconnected, or promised follow-up from multiple managers, including a supposed company president who never contacted me. Every person I spoke to claimed to be the only one I could talk to.The movers arrived for pick up a day after their confirmed date, demanded more money, and refused to provide inventory or damage documentation. My guaranteed delivery date came and went with no contact, despite my efforts. The delivery came days later, with a demand for over $2000 in additional fees payable only via cash or Venmo to a personal account. Items arrived damaged, missing, or mislabeled, and no paperwork was *********** date, Ive paid over $9,000 (not to mention the lost and damaged items, or what I had to leave behind because of all the additional fees) more than double the original quote with no resolution. New Start Relocation has been entirely unresponsive despite ***eated attempts. Their deceptive practices and refusal to honor agreements or provide support are unethical and unacceptable.

  Business Response

  Date: 08/11/2025

  Hello, 

  We appreciate the opportunity to address the concerns raised by the customer. While we acknowledge that there were points of miscommunication and dissatisfaction during the moving process, we want to clarify that efforts were made to resolve the matter in good faith.

  
  After continued correspondence, both parties reached a mutual resolution, and on July 16, 2025, a $500 refund was issued to the customer as a gesture of goodwill.

  
  We regret any frustration the customer experienced and are committed to learning from this situation to improve our services moving forward.

   

  Thank you for your patience. 

  Customer Answer

  Date: 08/11/2025

  Hello! 
  
  Thank you so much for following up on this. While the company did offer me a $500 refund at the beginning of this process (before my items were picked up and before the challenging delivery process), I did not accept it as there were stipulations with this offer that would not allow me to have any additional refunds for their extremely poor service. I tried to call and email several times regarding this refund with no response from the company again. This amount also does not come close to the amount that I have been over charged (which is over $5000), the amount to replace the items that were not delivered or damaged, or the items that I had to leave behind to avoid additional charges that were again not asked for, needed, or listed on the Bill of Landing. I have still not been able to get in contact with this company regarding the lost and damaged items.
  

  Do you have any suggestions for responding to the companys statement? I have not been able to get in contact with anyone at the company regarding this issue dispute my repeated efforts. I can provide any additional documentation needed regarding this issue.

   

  I appreciate the time and consideration related to this issue. 
  

  ***

  
  

  Customer Answer

  Date: 08/11/2025

  Of course. I completely understand. Can I ask a question about the process? If I reject the response and provide additional information to the business, what are the next steps? Do they have the option to respond again? 
  

  thank you again for the time and attention related to this issue,

   

  Ann 

  Customer Answer

  Date: 08/11/2025

  Ok! I appreciate the information. 

   

  Thank you again for the help. 

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23692499
  
  I am rejecting this response because:
  
  While a refund of $500 was offered, I did not accept it. This amount was presented only after the movers failed to arrive on the confirmed date and time following pick-up, with no communication from the company. I attempted to follow up twice about the mentioned refund by e-mail and multiple times by phone, but received no response.
  This $500 offer does not begin to address the more than $5,000 in additional charges that were not listed on the binding estimate, the items I was forced to leave behind due to additional extra charges from the movers, or the items that arrived damaged or were lost entirely.
  
  As stated previously, I was told I would receive a refund for the additional charges and services not listed on the binding estimate, yet I never received any communication from the various entities that were supposedly handling this matter. This refund offer was also made before I was charged even more in additional fees, and before the delivery of my items many of which arrived damaged and some missing altogether.
  
  I have made multiple good-faith attempts to contact both the company and the movers by phone and e-mail, but have been unable to reach anyone. This lack of communication, unapproved charges, and unresolved damage/loss remains unacceptable.
  

  Sincerely,
  
  *** *****

  Business Response

  Date: 08/22/2025

  Hello,

  
  Thank you for the opportunity to respond to this matter. We would like to clarify that this issue was already resolved prior to the customer opening this complaint and initiating a payment dispute. On July 16, 2025, the customer accepted a refund of $500, which was issued in good faith as a resolution to her concerns. This agreement was made voluntarily and without any coercion, with the understanding that the matter would be considered closed.

  
  Despite this, the customer subsequently disputed the full amount of her original payment after already accepting the partial refund, which is contradictory and, in our view, not in good faith.
  As for the additional claims made in this complaint, we maintain the following:

  
  The customer was informed that ********************** is a licensed broker, not a motor carrier, as stated in our documentation and Terms & Conditions, which were agreed to at the time of booking.
  Changes to scheduling and pricing were due to inventory or timeline adjustments, which were communicated during the process.
  Our team made multiple attempts to coordinate and communicate with the customer throughout the move, and we regret any delays or miscommunications that may have occurred.
  Ultimately, the customer agreed to and accepted the $500 refund, which we issued as a gesture of goodwill. We therefore consider this matter to be fully resolved.

  Thank you 

  Customer Answer

  Date: 08/25/2025

  Hello, 
  
  I wanted to provide further proof that I did not accept the refund mentioned in the claim. The screenshots included show my attempted communication regarding this refund as well as a reversal from my bank account. While a refund was offered solely to make up for the shippers arriving to my house for pick up on the incorrect day with no communication on their part, I did not accept it as I did not want it to interfere with the refund that was promised to me for the incorrect charges. At the time the refund was offered, I was still trying to get in contact with the company myself and waiting for someone on their part to reach out to me (as I was told several different representatives were supposed to be reaching out) regarding the incorrect charges that I was forced to pay to continue on with the move. As I mentioned before, I was told that I needed to pay an additional deposit of $2550 in order to carry on with the move, but these charges would be refunded or added to the total, which of course was not the case and I had to end up paying over $3000 more just to get ownership of my possessions. Even still, the company has yet to address the lost and damaged items upon delivery. I have tried to call and e-mail regarding this issue after my delivery on 7/27 with no response. 

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23692499
  
  I am rejecting this response due to the following issues:

  Refund Misrepresentation: I did not accept the $500 refund that was offered. This offer was only made after the movers failed to show up on the confirmed date and time, without any communication. I did not accept the refund because I was still waiting for someone to follow up regarding the incorrect charges, as I was repeatedly promised during my calls and emails.

  
  Failure to Communicate or Respond: I attempted to resolve the matter of the incorrect charges before my items were delivered, but my repeated emails and phone calls went unanswered or ignored. I have consistently reached out to the company regarding both the refund and issues with my delivery (including lost and damaged items), yet I never received a response. Several employees assured me that someone would follow up, but those commitments were never fulfilled.
  
  Misrepresentation of Services: The company misrepresented themselves during the booking process. I was led to believe I was contracting with a moving company, when in fact they were only acting as a broker. This was not properly disclosed, and the documentation and communication throughout this process  was incomplete, unclear, and misleading.

  
  Breach of Promises and Documentation Issues: Throughout this process, I  requested explanations of charges, moving insurance policies and procedures, and proper documentation of the inventory process to ensure my items were delivered correctly. Instead, I experienced shifting costs, inconsistent communication, and a complete lack of clarity and accountability. Key details were withheld or contradicted by different representatives, leaving me without reliable information about my move.
  
  Because of these ongoing issues, including misrepresentation, failure to provide proper documentation, lack of communication, and damages/lost items--many of which occurred after the refund was offered--I cannot consider this matter resolved.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:08/02/2025

  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 got in contact with New Start Relocations via their online quoting system. The next day, ***** reached out to me and quoted me about $1600. He assured me that this was a quote but that he was over estimating the final cost to give me some wiggle room on the day of the move. He also said that he would be able to provide help throughout the entire moving process and that the extra fees (long carry, etc) were not going to apply to my move because it was something that they usually dont charge for. He never made it clear that New Start Relocations was a moving broker company. During this initial estimate, ***** made it seem like I had no choice but to sign initial contracts and provide a down payment to secure my pick up date and time.On the day of the move, a moving company unknown to me arrived and explained that they were contracted by New Start to move my household goods. As they were moving my things out, I saw the final payment for the pick up of my goods. This came out to be double what New Start initially estimated. I felt like I didnt have much of a choice and paid the amount due.On the day of my delivery, the movers were 8 hours late from the scheduled delivery time. I had no way to get in contact with the moving company nor did I know if the same moving company that picked up my household goods was going to be used. At this time I could not get a hold of ***** to find a way to contact the moving company. When the moving company did call me, they said that they only take payment via ***** or cash. At the end of the delivery, I paid an extra $1000 because of the extra fees that I was told would not apply.Overall, I had a horrible experience with New Start Relocations and Eagle Moving Group. They quote customers a low estimate to get their business and then the actual charges are doubled. They also claim to have an A+ rating with the BBB when they do not. To this day, I have not been able to contact ***** to get copies of my receipts or the contracts.

  Business Response

  Date: 08/15/2025

  Hello,

   

  It was great speaking to you today. I am currently reviewing your charges in regards to the inconvenience you experienced that way we can come to a mutual resolution. 

   

  Thank you so much for your patience. 

  Customer Answer

  Date: 08/24/2025

   
  Complaint: 23690183
  
  I am rejecting this response because New Start Relocations has not addressed my concerns. They called on 15 August 25 but required more paperwork from the moving company and told me they would call back that day. I have been waiting since for New Start to call back to settle this matter. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/03/2025

  Hello,

   

  It was great speaking with you today. We have found a mutual resolution and will be providing a $600 refund in order to remain good faith in regards to what you have encountered on your move.

   

  Thank you so much for your patience. If you have any questions feel free to give us a call.

   

  Thank you. 

  Customer Answer

  Date: 09/09/2025

   
  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:07/31/2025

  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.

  I contacted New Start Relocation to facilitate a move from ** to **. The company showed up for the move outside the pick up window that was provided and increased the amount due to 3x the initial estimate. They tried to state that I had many more items them initially indicated, which was not accurate. They did not have items on their list that were listed on my contract and they tried to increase the cubic footage to more than 2x as much as what was quoted to me. Please see the attached letter, that I send the company, with a detailed outline of this situation (file name: ***** *******). I have tried to resolve this situation with the company directly as they were not holding up their contract, they did not show up until hours outside the pick up window and they were trying to increase the cost of my move to reflect an inaccurate amount of items. I feel this company if fraudulent and I am just looking to get my money back. My deposit of $13, ******. Please let me know if you need any additional information regarding this matter. Thank you for your assistance regarding this matter!

  Business Response

  Date: 08/11/2025

  Hello,

  We appreciate the opportunity to respond to this matter and take all customer concerns seriously.
  While we understand the customer was dissatisfied with certain aspects of the moving process, we would like to clarify that a significant portion of the deposit $4,000 was already refunded on July 25, 2025, in an effort to resolve the matter in good faith.

  
  Its important to note that the customer canceled outside of the agreed-upon cancellation window, as outlined in the terms and conditions of the contract. Additionally, the changes in pricing were based on the actual inventory and space requirements assessed at the time of pickup, which sometimes vary from initial estimates depending on the volume of items.

  
  Despite the circumstances, we made the $4,000 refund voluntarily to help reach a mutual resolution and to demonstrate our commitment to customer satisfaction.

  
  We consider this matter closed.

   

  Thank you. 

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23682402
  
  I am rejecting this response because:

  I would like to further dispute the claims made by Eagle Moving Group (New Start Relocation). Although they stated I canceled their services outside the cancelation window, the reasons behind that cancelation were out of my control and must be reiterated.
  I was provided with a pick up date of 7/17-7/18/2025. On 7/16/2025, I received a call letting me know that my pick up day/time was going to be 7/17/2025 between 10:00-2:00. On 7/17/2025, while preparing for the arrival of the truck, I received a call informing me that my pick up was canceled for 7/17/2025 and it was rescheduled for 7/18/2025 between 10:00-2:00. Later in the day on 7/17/2025 I received another call indication that my pick up time was changed again, now being between 2:00-3:00. To make a very long and frustrating story shorter, the driver did not show up until 4:30.
  I made many phone calls throughout the day to confirm that the truck was still coming and that it was going to be on time. I never received responses to these requests and when I was able to speak to a person,they were very rude and told me they would look into it, but I never received a call back. When I made additional attempts to get information my calls were ignored and sent to voicemail. I know this to be the case because when I called from a different phone number someone picked up.
  Additionally, I spoke with **** on 7/10/2025, a week before my scheduled pick up of 7/17-7/18. I informed her that there were items missing from the original contract, such as the side-by-side. I also added more moving boxes and containers. This took my original cubic footage from 590 cf, to 954 cf and it raised the price from $14,785.00 to $26,815.00. When the driver arrived, he stated that he did not have the side-by-side, the quad or the large tool box on his list of items (My list of items, on the second contract, have been attached to this original complaint). The driver took less than 5 minutes to look over the items that needed to be shipped and he came back with another contract saying my cubic footage was 2300 cf (up from the 954 cf that was indicated by ****)and the total for the move was now $49,500 (up from $26,815.00 that was in the contract from ****). There were no additional items being picked up outside what was listed on the contract from ****. I have the listed items on the contract and pictures of all the items to prove that 1346 cf was a fraudulent addition to my move. Furthermore, I already paid a deposit of $13,170.72, and I was told that I was going to have to pay $6,822.14 at the time of pick up. The new contract that the driver was providing me indicated I had to pay $13,170.72,the same exact amount I already paid, this was suspicious as well.
  It was not until the movers missed their pick up window, and made fraudulent additions to the contract, that I finally canceled the move. I let the company know on several occasions that it was imperative that the movers arrive within their pick up window as I had a flight to catch, they added over 1300 cf to the move and an additional $22,685 to the total price. These additions were fraudulent and the company misrepresented themselves on all aspects of this move. For that reason, I am expecting a full refund of my initial deposit of $13,170.72. As indicated, Eagle Move Group (New Start Relocation)did refund $4,000, a small portion of the original deposit.  I am expecting the remaining $9,170.72. This is how this matter can be resolved in good faith.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 08/22/2025

  Hello,

  
  We appreciate the follow-up and have carefully reviewed Ms. ***** response. While we understand the frustration expressed regarding changes to pickup times and pricing adjustments, we would like to reiterate the following facts:

  
  A $4,000 Refund Was Issued in Good Faith: Despite the cancellation occurring outside the agreed-upon cancellation window, and after considerable scheduling, staffing, and logistical coordination had already been arranged, we refunded $4,000 on July 29, 2025. This was done as a goodwill gesture and with the intent to resolve the matter amicably.

  
  Cancellation Terms Were Clearly Outlined: The service agreement signed by Ms. ***** outlines the cancellation policy and the potential for pricing adjustments based on actual inventory volume confirmed at pickup. These terms are standard in the industry and were agreed to by the customer upon booking.

  
  Inventory and Space Requirements: The revised pricing provided at pickup was based on the physical assessment conducted by the carrier, which occasionally varies from the initial estimate due to the nature of moving logistics. While we understand Ms. ***** disputes this, we do not believe there was any intentional misrepresentation or fraudulent behavior. Inventory and cubic footage assessments are always subject to on-site confirmation.

  
  Efforts Were Made to Communicate and Adjust: Scheduling changes can sometimes occur due to unforeseen delays with prior jobs or route logistics. While we regret the inconvenience caused by timing fluctuations, this does not constitute grounds for a full deposit refund under our terms. We made repeated efforts to keep the customer informed and accommodate the move.
  We maintain that the $4,000 refund represented a significant portion of the original deposit and was issued in an effort to resolve the matter fairly. Given the circumstances and the work already performed on our end, we do not find it reasonable or justified to issue an additional refund of $9,170.72.

   

• Initial Complaint

  Date:07/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired New Start Relocation to make a move from ******* to *******. When I hired this mover, they presented themselves as the actual movers. I discussed that my belongings were in storage and could be picked up any time. The important thing to me was that they needed to be delivered to FL by June 1. They didn't pick up until May *********************************************** ** by June 1. Every week, I have been told that next week or by the weekend I will be contacted by the driver to give me a delivery window. The customer service representatives do not help you. And as time has gone on, I've realized they seem to receive calls from multiple unhappy customers. It has been 8 weeks since I moved and I do not have my belongings. I was most recently told they would be here the last two weekends and I won't owe the final payment. And they still aren't here. I want a full refund of the down payment and initial move fee totaling $1,833.12 and either my belongings intact or reimbursement for my belonging within a week. They hired a third party mover, No Borders who also has terrible reviews. I would never have hired this company if had known they were related to either Eagle Moving Group or No Borders. It appears New Start Relocation has been an attempt at a new start for Eagle Moving Group but they continue the same deceptive practices.

  Business Response

  Date: 08/08/2025

  Hello *****,

   

  It was great speaking to you today. We just wanted to inform the BBB and yourself that offered $500.00 in order to remain good faith and just due to the inconveniences you faced. I will also be helping you that way we can get your claims process started.

   

  Thank you so much for taking the time to talk to me today. If you need anything please give me a call.

   

   

• Initial Complaint

  Date:07/18/2025

  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.

  This moving company is a scam. You can read the reviews on yelp. **** is the main scammer. They make promises they annot keep and broker your stuff to another moving company. They keep leading you on, but never deliver your stuff

  Business Response

  Date: 08/04/2025

  Hello, 

  
  Thank you for bringing this matter to our attention.
  I want to assure you that I am actively working on addressing the issue and am currently in communication with the carrier on your behalf to help find a resolution. Please know that we are taking your concerns seriously and are committed to handling this in good faith.
  I will be following up with you shortly today with an update as I gather more information and work toward a solution.

  
  Thank you for your patience in the meantime.

• Initial Complaint

  Date:07/14/2025

  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 June 14, 2025, I contracted First Class Movers (brokered by New Start Relocation LLC) to move my household from ******, ** to *****, **, with delivery committed by July 7. I paid $1,100 to the broker, $755 via money order at pickup, and $1,130 at delivery ($500 via Zelle to Jaba Khositashvili and $630 cash)none of which were fully receipted. I was promised full-service moving: professional packing and wrapping, takedown and reassembly of furniture, secure and timely delivery, and handling with care. Instead, I endured a traumatic, degrading experience marked by fraud, harassment, and destruction.On move day, five men entered my home unannounced, disabled my cameras, made sexual comments about my body, and treated me with intimidation. I was alone, and their behavior made me feel unsafe. My mattress arrived filthy and uncovered; my TV was shattered; art and furniture were damaged or destroyed, including a ripped dresser, broken wooden chair, and punctured artwork. Many items were clearly mishandled. Despite carefully packing and labeling everything, they acted with negligence and complete disrespect.They failed to deliver within the 14 days promised, and I lived in an empty apartment like a squatter for two weeks. Their only resolution offer has been to submit a claim through ***, a third-party not even affiliated with a real insurance provider, which feels like another scam.This experience has caused deep emotional distress, financial loss, and an ongoing sense of violation. I am demanding a full refund of all charges, compensation for damaged property, and recognition of the emotional harm caused. If unresolved immediately, I will file complaints with *****, the Attorney General, and consumer platforms, and seek legal action for breach of contract, fraud, and harassment.Itemized damages: dresser $453.27, 50 ********** $549.00, picture frame/print $46.53, bar stool $175.00, mattress $439.00, vintage painting $400.00 Total: $2,062.80.

  Business Response

  Date: 08/04/2025

  Hello,

   

  I will be reaching out to you today. I just followed up with First Class Movers to see if they will be matching our refund of $210 to remain good faith and assist with what you have encountered. I will be following up with you shortly.

   

  
  Thank you 

• 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,
  
  ****** *******