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:02/08/2024

  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.

  Called to schedule out of state moving services, received inventory list to fill out, completed list vis email, received estimate of $5068.00 for 863cf. My Spouse paid 47% of that amount of $2219.00. We called to give dates of move well over 1 month in advance and were told they would give a 2 day window for pick up. We noted that this would be a problem because we have to be out of our home on a certain date. I have never heard of a window given for a moving date so I became curious. We looked further into the company and found the 100's of complaints on the BBB and the ****** We called other moving companies and we given a much higher quote with the exact same inventory list and were told our household items minus the entire living room area (because we were getting rid of it) was > 1400cf. It appeared we were in the middle of a likely scam and a problem if we moved forward with the company so we sent an email to cancel and the reasons we wanted to cancel as described . We received an email stating that we provided an inaccurate inventory list to the other moving companies and as the million other complaints against this company, they blamed us. How would they know. They are absolutely disgraceful and just make things up. Anyway, we asked for our deposit back and were told that we signed the Bill of Lading and cannot cancel after 72 hrs of signing. They offered ****** and asked me to sign something stating I would not complain against the company. Do not sign anything with this company and do not give them any money. They have many complaints about deceitful business practices and they have changed nothing!

  Business Response

  Date: 02/22/2024

  Hello,

   

  Our cancellation policy advises that the customer has 72 hours to cancel after reserving their move. we have offered a settlement amount and are currently awaiting on a response from the customer. Please feel free to contact us if you have any questions or if you need further assistance that way we are able to find a mutual resolution at ************.

   

   

  Thank you.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21267763
  
  I am rejecting this response because:
  Eagle Representative lied to us about their on-line reputation telling us the bad reviews are by a different Eaglecompany and thus we signed their contract. Unfortunately there are a few companies with the name Eagle in them. I hope this company is held accountable eventually and is no longer able to hurt anyone else. Moving is a very stressful time for folks and Eagle is exploiting this. Maybe a class action lawsuit is in order. 
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/28/2024

  From: Eagle Moving Group Inc <*************************************>
  Date: November 28, 2023 at 6:49:25 AM PST
  To: ***** <******************>
  Subject: EAGLE MOVING GROUP - ONLINE REPUTATION
  
  
  ?
  
  
  Tuesday, 11/28/2023   
  
  Dear *****,
  
  Here at Eagle Moving Group we value client relations, we invite you to check the links out below of a couple of verified review platforms. 
  Consumer Voice
  
  Consumer Affairs
  Compare My Movers
  Mover Reviews
  
  
  
  Click on the job number 3966021 in order to view or alter your personal information and inventory list.
  
  Sincerely,
  
  *****************************
  Senior Relocation Specialist
  Eagle Moving Group Inc
  *********************
  **************
  *************************************
  ***************************************
  ******: 3545015  MC: 01185070
  
  If you no longer wish to receive emails from Eagle Moving Group Inc, please click unsubscribe
  

  Customer Answer

  Date: 02/28/2024

  We were sent unreliable, bogus review sites. 

  Business Response

  Date: 03/08/2024

  Hello, 

   

  Taking a look into the account it looks like we have issued a refund in the amount of $1000 in order to remain good faith and reached a settlement with the customer.

   

  Thank you so much for your patience. 

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21267763
  
  I am rejecting this response because:
  This was not provided in good faith. Another employee from Eagle moving group sent me this text:

  Good afternoon this is ****** with Eagle Moving Group, I hope you had the chance to review your estimate, are you still interested in reserving the truck?

  And my response: 

  Hi ******. I am not interested in working with you or your company. Your company is a scam. You are holding money given above the 20% deposit that is not yours. That is stealing and I am filing a complaint with every organization I can and I will be calling every consumer advocate to tell them about my experience with your company until we receive our money due back to us. 
  
  The ******* is still short of the 27% we should have received back  we should have received ******* dollars back.

  Again, I will continue to warn as many people as possible so they do not make the same mistake  we did. I hope this company gets what they deserve eventually and theyre shut down.  

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

• Initial Complaint

  Date:02/08/2024

  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.

  I was originally quoted for a move $2978.02. It ended up costing over $7,000. This company knows what they are doing. The reasons provided for this drastic difference in cost... a bad quote, is simply not acceptable and leave me in an unconscionable position. With my belongings loaded onto the truck, I had no viable options but to accept the inflated charges, as halting the move and unloading everything was impractical and financially infeasible. This situation essentially forced me to agree to terms vastly different from the initial estimate, creating a grossly unfair and unconscionable contract. They then wouldn't deliver my belongings without payment. Transactions Total $7,156:- Deposit: 11/23/23 - $1,156.00 - Move out Date: 12/4/23 - ******** - Storage - $454.80 - Move in to ***** 1/31/23 - $2000.00 - Move in to ***** - 2/2/24 - ********

  Business Response

  Date: 02/22/2024

  Hello,

   

  I have requested your paperwork from the day of your pick up that way we are able to take a look at your charges. Typically if there is an increase it is due to the customer needing additional space on the truck or additional charges like packing etc. Please allow us to take a look at your paperwork so we can compare the items that are on the estimate to the items that were loaded. Once that is completed, customer service will be reaching out to go over your paperwork as well as speaking to your carrier in regards to compensation if any discrepancies are found.

   

   

  Thank you so much for your patience. 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21265173
  
  I am rejecting this response because: They never reached out like they said they would. Not surprising given the way this criminal business operates. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/08/2024

  Hello,

   

  We have reviewed your paperwork and have attempted to reach out. The Bill of Lading states that the customer occupied 1250 cubic feet instead of the 552 CF that your estimate was for. The customer is more than welcome to add any additional spacing on the day of the move at the same rate original provided on the day of booking your order. Your estimate was for $3.75 per cubic foot additional once surpassing the reservation space. Your order also needed additional packing materials in the amount of $500. Also, a long carry fee of $50 which was a discounted since the first 75 feet are covered anything after that is usually a one time fee of $75 dollars per 75 feet. There is no compensation or adjustment due on your order. If you have any questions please feel free to contact us at ************. I have attached your bill of lading which has an itemized list of everything that was loaded as well as a full price breakdown for reference and your records. 

   

   

  Thank you for your patience.

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

• Initial Complaint

  Date:02/07/2024

  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.

  I entered into a contract with this company in November of 2023. They brokered a moving company for me. They have not been forthcoming with information regarding the delivery of ALL of my personal household items. The initial date was January 25, then February 1, then I was told on or before February 8. I called today to confirm delivery and have been informed there is no date set and the 2 32-foot trucks are still in storage. The moving company is holding my personal belongings hostage and Eagle is doing nothing to assist me.

  Business Response

  Date: 02/20/2024

  Hello,

   

   

  Taking a look at your file it looks like your items were delivered on 2/13/2024. If you need any further assistance please feel free to reach out to us.

   

  Thank you. 

• Initial Complaint

  Date:02/06/2024

  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.

  I contracted with Eagle Moving Group for a move from ***** to IN. I started the process and signed the contract on Oct. 27, 2023, for a move to occur on Jan 15, 2024. I was quoted a price of 3042.00.On Jan. 9 I amended my bill of lading to include more items and was charged an additional 1000. which was fine. When the movers, from *********************, arrived on Jan 16. they wanted an additional ****** stating that the entertainment center was bigger than they expected. So I paid the additional amount. I had already paid for them to professionally pack 2 very expensive lamps and 2 **s.I had been advised by ******** at Eagle Moving that I would be kept in constant communication with the driver and given an ETA for my furniture. I was given less than 24 hours when the driver called on Jan. 25 for arrival on Jan 26. Three men, who do not speak English, arrive from ******* at 3 PM on a Friday. My items had been offloaded in ******* and this group picked them up. It was chaos, boxes were crushed, the ** cords and remotes were missing and boxes were missing. The crew chief called ********************* to report that they could not find the ** cords, the lamps, or the finials for the bed. The dispatcher at ********************* states "Well I can have them look in the warehouse". I asked what my next step was--he stated well I don't handle that. Call the office. The total damage is still unknown but 1 ** was smashed on the corner, both lamps were missing, the other ** had no cord or remote. the entertainment center bridge was crushed and one bookcase was damaged. Four boxes are missing. I am now trying to get through the claims process. I am taking the time to file this complaint because I have moved many times as a military family member--this was by far the worst move ever.

  Business Response

  Date: 02/17/2024

  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 feel free to reach out to us.
  
  We appreciate your business.

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

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

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21253337
  
  I am rejecting this response because:

  Everything suggested has been done. No items were found.  The mover has not acted on the claim filed. Eagle Movers does not make it clear that they are merely a broker and do not execute the actual move in any way. 
  They essentially get a large fee for very little work. 
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2024

  Hello,

   

  Please give us a call directly so we can have a little more information. Have you filed the claim through your ******************? if so they have a customer service team that can help and give you updates in regards to your claim. If you need any assistance you can always give us a call so we can walk you through the claims procedure.

  We can also contact your carrier on your behalf in regards to getting a response. Please give us a call at your earliest convivence that way we are able to better assist. I have tried to reach out to the number we have on file but was unsuccessful at contacting you. 

   

  Thank you for your patience. 

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We worked with the group to broker our move, they prided themselves on no extra charges outside of the quote. Then upon arrival there were multiple extra charges and fees added. At that point we had not other option because the new owners were arriving and we had to be out of the house. 600 more than we were told.They also quoted us storage at 200/month with 1 month free, a total of 3 months. Total should be 400. They are now saying storage is based on cubic feet which was not shared by their salesperson ****. When we asked for **** to join our call they were quick to say that he no longer works for the company. We were lied to up front and then they added language to the contact after the fact being completely sneaky and not up front. I then asked to speak to a manager, they said that would be ******. They shared that she was busy but would call back in 30 minutes, she did not call. We are happy to pay the ********************************** mind we already overpaid for the movers when they arrived by **** over the original quote. We could dispute that we well but at this point we want our belongings. Lets settle at the 400 and move on. Lastly after 45 minutes I called back again to resolve, this time I asked for the sales department and spoke with ******* answered and sharing with me that **** was in fact still with the company but simply wasnt available that day. I then asked for ****** again they said she would call me back in 20 minutes. Its now been 25 and we have no returned call.

  Business Response

  Date: 02/07/2024

  Hello,

   

  It was a pleasure speaking with you today. We have gotten the approval from your carrier they will be deducting $250 off your final balance as well as a credit on behalf of us in order to remain good faith in the amount of $250.

   

  Thank you for your patience. I have sent you an email in regards to the settlement.

   

   

  Customer Answer

  Date: 02/07/2024

   
  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:02/05/2024

  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 signed with Eagle moving in December 2023. They lowball me on the price and then when the people came to ***************** on January 12 they added an extra $400 to the bill. Eagle explained to me that it would take over 21 days to get my things from ********** to *******. It is now February 5 and I still have nothing. I have spent an absorbing amount of money out of pocket buying things that I already have. I have called Eagle every day and I have called the third-party company that is moving my things every day as well and no one seems to know when my things will get to my home. they say they will call you back they never call back. It has been well over 20 days and I still have no things 16 of those days being business days. I want my deposit back I will be seeking legal counsel for this and if I have to **** this company, I will, my delivery date was supposed to be January 19 . This is absolutely absurd. No one should ever use this company ever again, and I will make sure to blast this on every single platform I can.

  Business Response

  Date: 02/17/2024

  Hello,

   

  Taking a look at the account it looks like your items were delivered on 2/07. We also provided a discount in the amount of $130 to remain good faith and assist with the additional charges. Taking a look at your account it looks like everything in the complaint was resolved. Please give us a call if you have any questions in regards to the order or if you need any further assistance with your claims information. 

   

  Thank you. 

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21248395
  
  I am rejecting this response because: The $130 that was refunded was for the extra $400 your company decided to charge me once they got to my house. The guys that came to my home said that is was MANDATORY that they pack my tvs, even though I had already packed and secured them. Also, I just filed a claim because my dresser, credenza, wine bar and large living room mirror all came broken and I am missing a box with all of my kitchen things. So almost 3 weeks without my things when they finally get here its all broken, so I want to be refunded for the amount of time and money I have just spent working with this horrible company. Refund my deposit of $769.00
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2024

  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 write me a list. 9/10 times the items are located and shipped accordingly.
  CLAIMS:
  
  
  File claim under ***************************************************** INFO
  P.O. Box ******, *******************, ** 34988
  
  
  Phone: ************
  
  
  ************
  
  
  
  Fax: ************
  
  
  ************
  
  
  
  Web: ***********************

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

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

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

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

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21248395
  
  I am rejecting this response because: This complaint is not about my personal belonging being broken, this is about your company lying about my delivery date and having me wait 3 weeks to get my personal belongings. I requested an arrival time of Jan 19th and the bill landing states arrival should have been 2/4 yet my things came in 2/7. I want a refund for half of my deposit. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/01/2024

  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.

  They delivered on zero of the promises they made. They used other shipping carriers that were not on the list of carriers they provided me (meaning I never got the chance to make sure I was ok with the actual companies that were moving my things). The delivery date they promised me over and over was weeks off from when my stuff was delivered (it was delivered weeks late and in the middle of the night). I was charged THOUSANDS of dollars more than the agreed upon price at rates I never agreed to. They literally showed up with a totally different contract than what I originally signed, and said I had to sign it or they would take my deposit of thousands of dollars and leave, so I was stuck. Several items were damaged (including the most expensive piece of furniture I own) and at least one box was missing. I would take legal action against them, but I would have to do so in the ****************, according to their contract, and that's just not feasible for me.

  Business Response

  Date: 02/14/2024

  Hello,

   

  I have requested your paperwork in regards to your pick up that way we can review your account and see where the increases came from. We can also verify your First available delivery date and if any compensation is owed for late delivery we will be contacting your carrier for a resolution.

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21232680
  I am rejecting this response because: it's not resolving my problem. There was an increase due to size but the rate was way higher than I signed in my original contact. Also **** promised delivery no later than the 27th. He made me sign the paperwork while I was on the phone with him. He told me to scroll past all the verbiage that said the delivery might be much later. Additionally, the companies that moved my stuff weren't anywhere in the contract listed as approved carriers. Also several items were damaged including (but not limited to) a $1,000 bike and a $7,000 custom table, smaller items like a bird bath and a cooler where also damaged. And one box of clothes was missing. 
  *****************

  Business Response

  Date: 02/22/2024

  Hello,

   

   

  We are currently reviewing your paperwork please allow us 1-3 business day to complete this review, once we go through your paperwork from pick up and review your charges we will be reaching out to you in regards to your order as well as reaching out to your carrier and checking if any adjustments can be made due to the inconvenience. 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 send me over a list. 9/10 times the items are located and shipped accordingly.
  
  Please visit the website below to begin the claims process.
  
  If you need anything feel free to reach out to us.
  

  CLAIMS DEPARTMENT: ************ mymoveclaim.com
  

      Thank you.
  

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

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

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21232680
  
  I am rejecting this response because: 

  There's been no solution. See my prior correspondence.

  I will never accept a response of "we are looking into it." Clearly you're not. I've been told that 5 times. Looking into it isn't resolving it

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

• Initial Complaint

  Date:01/26/2024

  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.

  On October 9, 2023 we got in contact with Eagle Moving to facilitate our move from ********** to *****. We spoke with ***********************, he consulted with ** on what our needs were, what was moving in our house, the distance of the move, etc. We spoke with other moving companies and found out that for a move this large, most companies will fill a moving truck then unload, reload and then transport to the final destination. Lie #1 - He assured us that Eagle Moving does not do that and our shipment would go straight to *****. Lie #2 - He told ** we would be getting 6 movers the initial day and atleast 5-6 arrival day. Lie #3 - He told us we could leave light items in the dressers. Lie #4 - Nov 20, we told him we would be taking solar ****************** and asked if this would be an issue, he said no problem - We were charged an additional $1,000 for him saying it would be no issue. Our items arrived damaged, some items missing, we received extra charges even though we discussed everything with ******************** 2 business days prior to our move **** VANISHED. No responses. He promised during our move he would be our contact and readily available. When I called the company to complain and get help, I was assisted by *************** ****** was EXTREMELY condescending. We had moves at our house and it was our last day in the house and as I was explaining everything and asking for someone to call us back for assistance, he condescendingly said "we appreciate all feedback and I'll make sure to pass this message along". His tone alone suggested that he didn't care and it wasn't his problem. We were told multiple times that we would get a call back and NEVER received a call. This company got our stuff moved but are the definition of promising the world and delivering our stuff damaged & making sure to get extra money out of you. A move half way across the country is hard enough, its sad that a company like this couldn't possibly care any less about their customers.

  Business Response

  Date: 02/07/2024

  Hello,
  
  I have requested the paperwork in regards to the order that way we are able to do a comparison and see where the additional charges are coming from, if any discrepancies are found we will correct that with your carrier. Once we complete the review on your paperwork our supervisor will be reaching out to you go to go over your paperwork.  Please advise if there are any damaged items there needs to be a claim filed that way you are able to receive compensation, the information to file a claim can be found below.

  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: ***********************

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

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

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

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

   

  Business Response

  Date: 02/07/2024

  Hello,
  
  I have requested the paperwork in regards to the order that way we are able to do a comparison and see where the additional charges are coming from, if any discrepancies are found we will correct that with your carrier. Once we complete the review on your paperwork our supervisor will be reaching out to you go to go over your paperwork.  Please advise if there are any damaged items there needs to be a claim filed that way you are able to receive compensation, the information to file a claim can be found below.

  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:01/26/2024

  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.

  We booked a move with Eagle Moving Group on 12/27/23 and the experience was pleasant with the representative named *****. We paid 50% of the estimated move cost ($1363.50) after providing a list of the items to be moved. We were adamant about moving on 1/26/24 and we ended up being given a date of 1/25/24. We were told that if we wanted 1/26, we would be charged an additional $400 to do so, which was unacceptable. '*****' was nowhere to be found. After threatening to cancel, it was moved to the preferred date without a charge. The night before the move, some random moving company emailed us stating that they would arrive between 7am-9am. We were told by Eagle Moving Group that the movers would arrive between 9a-12p. We were never given an indication that the move would be contracted. We were quoted $2500, which was double the original estimate. This was unacceptable. After deducting the down payment, it came to $1900, with half being due at the time of pick up and the other half due at drop off. This is even after this company sent the email to us on the previous day saying they required $363 at the time of the move. Miraculously it jumped to $800+ on the day of the move. This was all totally beyond our budget and after speaking with the random company, they ended up quoting us $1200 for the move, which in addition to the down payment remitted to Eagle Moving Group, brought the cost to $1800, which again, was not even remotely close to the price quoted.When speaking to Eagle Moving Group, we were told that there were items we didn't put in our estimate, when in fact, WE HAD LESS items. The representative was rude as well. While mulling our options we called another mover who flat quoted us $1400 for the move and quickly accepted. There are no games, no extras, no charges per 7 steps, no exorbitant costs to wrap a television, no changing dates, no subcontracted companies, no back and forth customer service calls. Now we have to take another day off from work.

  Customer Answer

  Date: 01/27/2024

  Eagle Moving Group has agreed to refund 50% of the initial down payment to us due to the issues surrounding our move. Although this is not the desired outcome, we want to be done with this situation and move forward. The practice of withholding money as a 'store credit' of sorts is not good business in our opinion because if the service was poor, no customer would consider using the company for their moving needs. 

  Business Response

  Date: 01/29/2024

  Hello, 

   

  Just got off the phone with the customer in regards to the order we are amicably working a resolution and are giving the customer a settlement amount.

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 01/30/2024

  We have resolved this issue with the company and are working toward a settlement. Thank you. 

  Customer Answer

  Date: 01/31/2024

   
  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:01/23/2024

  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.

  On December 18, 2023, I spoke with ***************** of Eagle Moving Group who gave us a quote of $4254.00 for packing and moving from ************** to **********. I paid Eagle moving group a $2035.00 down payment. On January 16, **** the movers arrived at our home and quoted ** something wildly different. Eagle moving group assured us that they would be able to give us a refund for a portion of the over-estimate, but that they needed to know what the final cost was before they could tell us the refund amount. So, we had to allow them to pack all our stuff to be able to determine the final cost. Final cost was $7504, which is $3251 more than the estimate or 76% from what we were quoted. I have since been completely unable to reach *****************. When I call the number I am told that "someone will call me back from another department". No one calls back. When I ask to be transferred to a supervisor, the person on the phone "does not know his supervisors name".

  Business Response

  Date: 02/05/2024

  Hello,

   

  Please feel free to reach out to our customer service team at ************ for any assistance. I have requested your bill of lading that way we are able to review your order for any discrepancies. We will be reaching out to you once your paperwork is received with a resolution. Please allow ***** hours for us to receive your paperwork. 

   

  Thank you for your patience.