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:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a quote from ******************* the quote was ******** for my move I had to put ***** for a deposit they got to my house with a truck that was 3/4 full with someone elses stuff knowing I had to be out of the house that day they would not give me my deposit back I called several times just to get hung up on and was told not happening about my deposit. Knowing I had to be out that day they not only didnt take all of my stuff but charged me even more than what I was quoted I ended up paying ********. I had to get another truck to take all of my furniture and that cost me another ***** from a different company. When my stuff arrived at my new house everything was smashed bins were broken and lol my belongings were broke I even found a canibis cartridge box in one of my boxes that was not mine I tried to get a hold of ******************* he would not answer me I tried to get a hold of the owner ************************* just to get hung up on I wrote emails and texts got no response from anyone. It literally looks like my stuff was gone through my vacuum seal bags with my daughter and my clothes were sliced open and taped back together I took pictures of the boxes and bins before they put them on the truck and everything when delivered also all of the broken stuff even a family urn was broke and ashes all over the box how do you replace that!!!!!!! I would not recommend this company I am a single mom and they knew I needed to be out and took advantage of me and ripped me off and literally broke all my stuff! The ******************* that delivered my stuff was even upset at what my stuff looked like and he said they do this all the time he left his name and number and told me he would back my claim up!

  Business Response

  Date: 03/08/2024

  Hello,
  
  
  I am sorry to hear that you had damages to your belongings. I have copied the insurance information. You have up to 9 months to file a claim with the ****************** and you can only submit it one time, so take your time. If you have any missing items, please write me a list. 9/10 times the items are located and shipped accordingly.
  CLAIMS:
  
  
  www.csipros.org
  
  
  CONTACT INFO
  P.O. Box ******, *******************, ** 34988
  
  
  Phone: ************
  
  
  ************
  
  
  
  Fax: ************
  
  
  ************
  
  
  
  Web: ***********************
  
  

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

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

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

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

• Initial Complaint

  Date:02/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am complaining against Eagle Moving Group regarding the moving services for my relocation from ****** to Illinois. Despite assurances of comprehensive (packing+unpacking), stress-free moving (Files 1A, 1B), for which I eventually paid $12,005 in total (File 2), the services rendered significantly short of promised standards, resulting in considerable distress and financial loss.1. Unauthorized Subcontracting: Without my prior knowledge, Eagle Moving Group subcontracted my move to a poorly rated moving company, Coach *** Moving, a fact only disclosed to me after the completion of the pickup service on 1/12/2024 (File 2). At that point, I cannot reverse the process and choose another service provider. 2. Missing and Damaged Property: We have suffered the loss of several newly purchased items, including a bar stool and two full-sized mirrors, and significant damage to other items, such as an office desk and a baby crib. These losses and damages are documented in detail (Files 3 and 4).3. Inadequate Staffing: Contrary to the agreement over the phone that 4 movers would be allocated for both pickup and delivery, only three individuals were present for pickup, and shockingly, only one for delivery! This not only extended the packing and delivery times excessively (>30 hours combined), but also forced my family to incur additional costs for hotel accommodation.4. Unjustifiable Delays: The delivery was delayed by 6 days beyond the promised timeline over the phone (1-3 days), disrupting our personal and professional lives significantly. Attempts to contact Eagle Moving Group during this period were unsuccessful.I am seeking compensation in the amount of $6,002 (50% of the paid price) for the loss and damage of property, additional expenses incurred, and the considerable inconvenience caused by these service failures. This request is made in consideration of violation of consumer rights due to unauthorized subcontracting and the substandard service provided.

  Business Response

  Date: 03/08/2024

  Hello,

   

  We have requested your Bill of lading in full meaning it will have the itemized inventory list that way we can review your estimate and what was actually loaded to make sure that everything was done correctly on the day of your move. Once we complete the review we will reach out to you to go over your order with you.

   

  Thank you for your patience. 

  Customer Answer

  Date: 03/11/2024

  As requested by the business, I've attached the bill of landing and included the full inventory list. 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21343373
  
  I am rejecting this response because:

  As requested by the business, I've attached the bill of landing and included the full inventory list.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2024

  Hello,

   

  Thank you so much for uploading the paperwork. It states you had about 140 items. Meaning that the additional 550 cubic feet would make sense with the additional inventory loaded. Please advise that your estimate stated 32 items and around 95 pieces. That would mean 45 additional items were added on to the inventory list on the day of pick up. At this point and time there is no compensation due. Feel free to give us a call if you have any questions.

   

   

  Thank you.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21343373
  
  I am rejecting this response because: I lost several items during the move as well as many items are damaged. But service provider did not mention the compensation at all. 
  
  Sincerely,
  
  Jingxin ****

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of bait and switch by Eagle Moving Group. On 1/8/24 I spoke to "********" about what I needed moved from ****** to *********. We went over the box count (she suggested I include 40 to be safe) and every piece of furniture I had. After a quote of $3,000, I paid a deposit of $1364.50. Right away, I started getting calls from other movers saying this company would quote one price but another mover would show up on moving day and demand much more. Nervous, I emailed ******** asking if this could happen and she reassured me it wouldn't. However, on 2/5, "*********************" came and "*****" walked around inspecting everything. I pointed out that I had ********, not 40. He then said my things would take up more "cubic space" than was listed and to move I had to pay an ADDITIONAL $2,027.00. He also said 2 "floor standing speakers" (listed on my estimate) had to "be in a box" which they charged $150.00 for. When I realized that my $3,000 move now would be over $5,000, I furiously called Eagle Moving Grp. After asking for ********, I was given "******" (who refused to give me her last name) and who only took $200 off the price. Their reasoning was that they "didn't know how big" my items were. What is the point of an estimate if it can be off by that much? A 52" TV is a 52" TV, a queen sized bed with ********************* is a standard size, as is a loveseat, a kitchen table and a child's rocker! I could not have been more careful, even calling ahead to ask what size boxes they included ************ medium") and when I said I purchased a number of Loews large boxes including 3 wardrobes, I was told that because my count was only 27, and not 40, I would be "fine." I believed them. I wanted no surprises. There is no way my ******** could have taken up more cubic feet than the 40 on the estimate. My items were EXACTLY as described. I was lied to. $3,000 to $5,000-for the exact inventory listed!I am owed $$2,000 by this unscrupulous business. Please help.

  Business Response

  Date: 03/08/2024

  Hello,

   

  We have requested your paperwork on the day that way we can compare your estimate to what was loaded. Once we receive your paperwork, we will reviewing the final charges on the order and any discrepancies found will be corrected with your carrier. We will be reaching out to you once the review is done and go over your paperwork with you.

   

   

  Thank you so much for your patience. 

  Customer Answer

  Date: 03/08/2024

  This was the pick-up receipt on the day of my move with the extra charges you requested. It shows an additional $2,000 added to my bill, for the exact same inventory list. As I wrote in my initial complaint, this was the exact situation I was warned about and feared. 

  Please let me know if you need more from me. 

  Thanks,

  *****

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21339640
  
  I am rejecting this response because:

  This was the pick-up receipt on the day of my move with the extra charges you requested. It shows an additional $2,000 added to my bill, for the exact same inventory list. As I wrote in my initial complaint, this was the exact situation I was warned about and feared. 

  Please let me know if you need more from me. 

  Thanks,

  *****

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

  Customer Answer

  Date: 03/18/2024

  I have not heard anything on this in weeks. I provided the information requested. Is there anything I can do? This company used a bait and switch tactic on me and Im now paying interest on the extra $2000 I had to put in a credit card in order to move on my moving day. This is costing me $75 a month because I cant pay it off. 

  Business Response

  Date: 03/28/2024

  Hello, 

   

  I have attached your paperwork from pick up it looks like there was an additional 406 CF. I have attached your paperwork from paperwork for your records as well as proof. Your estimate was for 63 pieces. Your bill of lading states there was total count of 87 pieces which explains the increase on the reservation space as well as the total cost.

   

  If you have any questions please give us a call.

   

  Thank you 

  Customer Answer

  Date: 03/31/2024

  Please tell me what is going on. Nothing seems to be happening. 
  I carefully checked my paperwork and eagle moving groups estimate of $3000 was $2,000 less than the actual day of moving charge. I want to know why they were allowed to charge me 86% more than promised when I was in such a vulnerable state. Is anything happening to resolve this?

   

   

  Customer Answer

  Date: 04/03/2024

  I added more detail and explained how I was charged almost $2,000 for a difference of SIX items. Please review the entire bait and switch complaint I have one more time so you understand exactly what this company pulled on me.

  Thank you,

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

   

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21339640
  
  I am rejecting this response because:

  I added more detail and explained how I was charged almost $2,000 for a difference of SIX items. Please review the entire bait and switch complaint I have one more time so you understand exactly what this company pulled on me.

  Thank you,

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

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

  Customer Answer

  Date: 04/03/2024

  I specifically sent you an email which states that Eagle Movers said I had 75 items, yet for some reason you are repeating what they told you of a much lower amount. I sent you a document today outlining everythingl. This company is a fraud. They screwed me out of almost $2,000 and I've shown that to be the case, and you are not helping me. I want this re-openeed! Why would it be closed when what I sent an hour ago wasn't even addressed????:?

   

• Initial Complaint

  Date:02/23/2024

  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 contacted Eagle moving services and had a wonderful phone call with *******. I let him know I was new to my job and could only pay a specific amount, we agreed for the move from Virginia to **** be $1700.All to find out, that none of the information was accurate. He had said this was a flat rate and Id pay the rest of the money after my things were delivered. I found out the day before when Im getting ready to make a 10-hour drive to the city Im moving from that this is not the case. ******* said I would be able to pay with card, and would be no fees. You actually cannot pay with card and fees will be assessed. The flat rate isnt a flat rate, I just learned because its based upon whatever information was captured in the storage. When I asked when Id get my things, ******* said I would get them immediately the next day. However, that is not true either and they will take an entire week. They will also hold onto your things until the card clears. There is no honesty, or transparency and Im disappointed. I took the day off, booked my hotel which is money I cant be compensated for. All Im asking is a refund to my card, when speaking with ***** it doesnt sound like anyone can tell me if this is even possible. Please refund my money, you should not try to cheat and say anything to get the sale.

  Business Response

  Date: 03/06/2024

  Hello,

   

  It looks like accounting has offered you a settlement amount.in order to remain good faith ****** feel free to reach out to us or respond to the email ************* can processes the settlement. You may reach us at ************.

   

  Thank you for your patience. 

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I underwent a long distance move. Eagle Moving Group was listed in the top 10 best long distance moving companies so we started communications. We soon received a call from ***************************, who quoted us $6.7 K, with assurances that the price was locked and would not increase with any additional items. The price could only decrease. We requested ***** to be our point of contact as we didnt want to have to call a ***** number for assistance. He reassured us that he was our exclusive representative during this entire process and gave us his cellphone number. Fast forward to a few days before the move and a woman name **** called to go over items to be moved. We had removed a large dining room table that sits 8 people, a Buffett table, and a queen ******** and bed frame. Our headboards and footboards were not added in two of our rooms and her quote was raised by $900. Attempts were made for several days, including the day of the move, to reach *****. Those attempts were met with futility as he refused to return our calls. The only correspondence received was you are not my only customer, via text. Items to be moved were only ever discussed over the phone. They never asked for pictures or did a physical assessment of items. When movers arrived, they did a walkthrough on items we were wanting to move. Again, our initial quote was $6.7 K and it was increased to $11.5K. We were blindsided by this increased cost of 5K, of which 3k is paid to Eagle Moving group for making a phone call. Ultimately Eagle moving group is using bait and switch tactics. They lure you in with an unbeatable deal and vastly underestimate your moving space. Then on the day of your move, they use the fine print to weasel themselves out of any obligations. Eagle moving group feeds you nothing but lies about price guarantees and customer service, none of which comes to fruition. To this day we have not heard from *****. This broker has no integrity or ownership of their deception.

  Business Response

  Date: 03/05/2024

  Hello,

   

   

  We have requested your paperwork and received it. We are currently reviewing your order and comparing your estimate to your bill of lading which has an itemized inventory list of the items that were loaded. Please allow us ***** hours to complete this review. If there are any discrepancies found we will correct that with your carrier. If you have any questions feel free to reach out to us at ************. Thank you.  

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2024 I hired Eagle Moving Group to transport my items from **********, ** to ***********, **. I researched this group online and noted good reviews and feedback on their services. The service was paid for in two payments, totaling to $1,448.75 and the order # is *****. When I received my property, the items wrapped by the movers were either severely smashed, broken, scratched or cracked. Some of the larger items were delivered wet, torn, and extremely dirty. Other items were partially wrapped, thus chipped, dented, warped and cracked and others not wrapped at all and were broken and scratched. There were several items that the movers disassembled and then dishonestly denoted that I wrapped myself and were damaged when I received them. There were several larger items that were supposed to be disassembled and wrapped by the movers but was not done out of laziness and lack of professionalism. While the moving list denotes that my items received cover wrapping protection, this was only partially performed. For instance, the pedestal table should have been disassembled. Only the top surface was covered with a wrapping blanket leaving the pedestal portion exposed and thus scratched and dented. I contacted the company and spoke to a representative to raise my concerns about the damage and was told I should have paid more for extra wrapping. After receiving my damaged items the company advised me to file a complaint via a webpage that directed me to write a general statement about my complaint and did not allow me to include additional information on every item damages nor images of the damaged items. Eagle Moving Group did not provide quality moving services nor are they honest. I paid for my items to be crammed carelessly into a truck and delivered damaged. I personally saw how my items were poorly stacked in the delivery truck at the drop-off location. Communication between the movers (third party) and sales representatives is lacking and inconsistent.

  Business Response

  Date: 03/04/2024

  Hello,
  
  
  I am sorry to hear that you had damages to your belongings. I have copied the insurance information. You have up to nine months to file a claim with the ****************** and you can only submit it one time, so take your time. If you have any missing items, please send me over a list. 9/10 times the items are located and shipped accordingly.
  
  
  Please visit www.movingclaims.net to begin the claims process or call ************** claims.
  
  
  **************
  
  
  
  If you need anything or have any questions on how to file the claim feel free to reach out to us.
  
  
  We appreciate your business.

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

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

  Business Response

  Date: 03/06/2024

  Hello,
  
  
  I am sorry to hear that you had damages to your belongings. I have copied the insurance information. You have up to nine months to file a claim with the ****************** and you can only submit it one time, so take your time. If you have any missing items, please send me over a list. 9/10 times the items are located and shipped accordingly.
  
  
  Please visit www.movingclaims.net to begin the claims process or call

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

  claims.
  
  
  

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

  
  
  
  
  If you need anything or have any questions on how to file the claim feel free to reach out to us.
  
  
  We appreciate your business.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21314898
  
  I am rejecting this response because:

  The response from the business did not fully address or acknowledge my claim. The response showed no intent of action or sense of responsibility for the lack of services provided, damage incurred on my behalf and asked for a list of lost items, which was already provided in the initial claim. The business has all my information and details on my claim and the noted that my claim will take ***** days to address. I would like to keep this complaint with the BBB open until I am satisfied with their actions to recover my losses, which includes replacement, repairs, and monetary compensation of my personal belongings. The business confirmed that they received all the necessary documents to review my claim on March 4, 2024. The response received from the business via this portal is unacceptable and incomplete.

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

  Business Response

  Date: 03/25/2024

  Hello ******

   

  Please visit www.movingclaims.net to begin the claims process or call ************** claims that way you can properly file a claim. I have contacted your carrier on your behalf to the damages as well as needing assistance filing the claim. Once you visit movingclaims.net please select the file a complaint or claim, It should be the middle selection, after that it should lead you to the form where you will be asked for your order number as well as carrier information. Please make sure you select *********************. I will be CCing you in an email that has informed ********************* that you need further assistance filing your claim. Once this is done your carriers insurance company will be taking a look into your claim that way you can be assisted with compensation in regards to the inconvenience. If you have any further questions please feel free to reach out to our customer service team at ************.

   

   

  Thank you. 

• Initial Complaint

  Date:02/18/2024

  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 in the process of calling around to a few different cross country moving companies when I called Eagle Moving Group for a quote. Since I was only calling for quotes I wasn't giving my email address to any of the companies to avoid any sort of spam communication. When I told the representative, I wished to not give my email he almost immediately started berating me. I try to explain it was my preference when the conversation quickly devolved into him sarcastically asking me how he was supposed to give me a quote without my email address, even though he has a mouth and voice and had already given me a $2700 approximate quote. "Quite frankly ma'am we don't need your business, how am I supposed to give you a quote... in Latin?" "do you want me to translate it into another language, how would I do that?" It was extremely rude and uncalled for. Be warned.

  Business Response

  Date: 03/02/2024

  Hello,

   

  We apologize for the inconvenience. I tried located your file in our system and was unable to find anything with the name, phone number, and email provided. Do you have a reference number that was provided to you that way we can determine who the represented was?

   

   

  Thank you. 

• Initial Complaint

  Date:02/14/2024

  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.

  Eagle Moving Group (EMG) performed a bait & switch scam! EMG has tons of BBB complaints, 116 complaints with **** of ************** since 2022 & a history of deceptive business practices!12/27/23- quoted $3871.01 for move from MA to MD by EMG company rep ***************** ************* / ************************************** ***** walked (via phone) through our 3-bed home to discuss items to be moved prior to quote. He promised price wouldnt change and pressured me to make deposit of $1473. ***** said EMG was familiar w/moving military ********* ************ would get weighed. EMG can pull the sales call to verify! However, I never received documentation of actual weight.1/25/24- 3rd party, ******* **************** (BMS) showed up to house. BMS told me the cost of our move would be closer to $11k & that the estimated cubic ft on EMG's binding estimate is extremely off. **** (BMS lead) said quote from EMG was 611 cubic sq ft which is a 1 Bed apt. I was clear to EMG I had a 3-bed home. EMG can pull sales call to verify! BMS stated the items listed on our inventory from EMG would take up more room. I then called ***************** multiple times with no response. I called EMG **************** who said they were shocked by my price increase. EMG stated that once the move was complete, EMG would do a side by side of inventory & make credits as necessary. EMG made it sound like this would be taken care of after the move & not to worry. W/ less than 24 hrs until our move, we had no choice but to have BMS pack & move our items. After BMS packed, I, under mental duress, paid BMS $10,340.61. I asked BMS Lead if BMS has been contracted by EMG before & he said "yes, many times". I asked if this bait & switch is common with ******** said, sometimes. I had to be careful w/ my *************** with both ********** in fear of retaliation i.e. withholding our items. 1/30/24- BMS delivered items.2/9/24- I called EMG about side by side inventory. EMG rep rudely said there was nothing they could do.

  Business Response

  Date: 02/28/2024

  Hello,
  
  
  Taking a look into the account you spoke to our supervisor. Per the customers request we attempted to go item by item to explain the additional items that were added on to the order. Please advise I have added the original estimate as well as the paperwork from the day or pick up with the itemized inventory list of what was actually loaded. Your paperwork states that your order occupied 2400 cubic feet. Your carrier loaded around 200 items according to your paperwork. I have attached your original estimate for reference as well as your paperwork from pick up with an itemized inventory list reflecting all the items loaded for your comparison as well. After reviewing your paperwork everything appears correct with the increase in your space reservation. Please feel free to give us a call if you have any questions or need further assistance. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21294008
  
  I am rejecting this response because:

  This response is vague and doesnt address my complaint. There is no doubt that additional sq ft was used. Eagle Moving Group did a bait and switch. You low balled the estimate to lure me (and others in) then had a third party company show up and charge an astronomical amount more. Eagle Moving Group is not taking accountability for their predatory business practices. THAT is what this complaint is about. My claims are clearly supported by the plethora of BBB complaints and **************************** complaints. Both companies should be held to the binding estimate I received. Eagle moving group knowingly low balled the estimate, taking advantage of my family during one of the most stressful times of our life. 

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

  Business Response

  Date: 03/08/2024

  Hello,

   

  Our company requires deposits contingent based off your cubic feet. It is in the customer and our companies best interest to get as close as possible to your estimate. Since you additional cubic feet was added on the day of your move. Your deposit amount still reflects the space of the estimate provided there is no reason why our company would purposely.  During your quality assurance call you stated that there was nothing to add when going over your inventory list and that there was no additional packing material needed. This was not the case on the day of your pick up. The sole purpose of this phone call is to ensure that the correct amount of space is dispatched out to the customer which is why it is done a few days before the move. We understand that things can change last minute on the day of your move and your might want to bring things you forgot to mention. There was additional items added that were not disclosed to us on the day of your move resulting in your price to increase. If you have any further questions please feel free to reach out to our customer service team.

   

  Thank you.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21294008
  
  I am rejecting this response because:
  

  You state there is no advantage to you in misleading customers. Let me name some for you; to attract customers and increase sales. Eagle Moving Group uses bait and switch tactics to attract potential customers who might not have otherwise been interested in their products or services. By offering an enticing deal, they get people to pay money and sign a contract. This increases sales and revenue for Eagle Moving Group. Thats the bait. Then the switch comes, they send out a third party to over charge you.
  
  Now the real question. Why would we intentionally leave out items? Why would we put ourselves in a situation where we expect to pay one price but are charged $7k+ more? Lets pull the sales call you so can hear ***************** tell us that items like clothes or toys inside of storage like a dresser or toy box are already taken into consideration. That we dont need to add this or that to the quote. We were intentionally given a low ball offer. Lets cite the ********** of ********************** of ********* General, deliberately providing a low ball estimate to lure customers in then demanding a significantly higher payment is a type of movers fraud. Eagle Moving Group business practices are deceptive and illegal.  YOU are responsible for providing an accurate quote. YOU claim to be a professional Broker. How can you claim that when your sales team cant even accurately quote moves? Based on the plethora of legitimate reviews and complaints stating others had the same experience as me, clearly its an issue internally with your company, not the customer. I will NOT be contacting your customer service team because I have already done this and nothing was resolved. I have filed a compliant with the ******************************************* and the ******* ************************* You continue to leave fake positive reviews on BBB and other websites. FYI, a website warns you when reviews are all coming from the same IP address. More deceitfulness but not surprised. Let me be clear, I am requesting a refund (amount negotiable). I WILL continue to elevate this until there is a resolution. 

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

• Initial Complaint

  Date:02/14/2024

  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.

  This company lied and told me that they were going to be picking up my stuff back in October of 2023 but had a company named ******* moving company pick up my stuff my entire house. They were supposed to drop off my things the following Saturday in October and they did not. ********************* are completely horrible to speak with. I had to start completely over because they did not deliver my stuff and I was able to dispute the charges from my credit card company proving that this company is not a legit registered moving group. I want my things or what's equivalent to my things which comes out to $12,000

  Business Response

  Date: 02/27/2024

  Hello,

   

  Taking a look at your account it looks like there has been an open dispute. Please contact your financial institution for any further questions. 

  
  
  Thank you. 

• Initial Complaint

  Date:02/14/2024

  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.

  In Jan 2024, planned a move to ********. Was contacted by this company thinking I was working with a moving company. Turns out it's a broker. They took the list of inventory and supposedly inputed it thru DOT to get the estimate. I was quoted an amount and made the arrangements. I later gave the specific final tally of box sizes (INCLUDING measurements). Was told based on the sizes I would be required to pay an additional $200, I paid this. I was told quote" unless you buy a Motorcycle, that cost is pretty close." I budgeted an extra $500-600 just in case. When the actual movers arrived and my things were packed, I was hit with an additional $2463 in fees. This company SCAMS people into using them with an incredibly low ball "estimate". Given the EXACT box measurements, they should have provided a correct estimate which IF using DOT prescribed sizes would have given a more accurate estimate. But they estimate MORE than 1/2 the actual cubic footage so they could offer a cheaper estimate and SCAM the consumer into signing on with them. Very SHADY business!

  Customer Answer

  Date: 02/14/2024

  Added is the email where I specifically asked for any extra charges.... note my quote was for $2250

  Based on 33 medium boxes.  After packing I sent an email showing exactly (including box sizes), I was told after reworking the numbers based on the XL boxes, I was required to pay an extra $200.  I paid that.  ************ well underestimated the footage as a SCAM to get me to sign on with them.  Total cubic footage was DOUBLE the amount.  There is no way if they plugged the numbers into the *** program (as they stated is how they determined footage) that it could be DOUBLE the footage... this was a SCAM to get the contract signed.  Bad business!!

  Business Response

  Date: 02/27/2024

  Hello,

   

  I have requested your bill of lading which will have a full itemized inventory sheet as well a price break down that way we can review your order a little more in depth. Please allow us the time to take a look at the order. **************** will be reaching out to you once we review and compare your estimate to what was loaded. We will also be reaching out to your carrier to verify these changes or if any discrepancies are found we will correct it with your carrier on your behalf. 

   

  Thank you for your patience. We will be reaching out to you soon.